I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaintI understand that by choosing to accept the business response that my complaint will be closed as resolved. We appreciate your prompt response as well as your apology
This is in response to Mr. and Mrs. [redacted]’s complaint against our company. ...
DiPietro is a third generation heating and air conditioning company with a good reputation in our community. DiPietro did perform an oil to gas conversion on 9/1 for the [redacted]’s. Our saleman, [redacted], did show up 30 minutes early for the appointment on 10/9/15. We believe in being prompt, if not early, and if this created a problem for the [redacted]’s, [redacted] would have happily returned 30 minutes later. The contract was for approximately $15,000 and the [redacted]’s did in fact pay the $12,000 which left an outstanding balance of $3,000 that was due upon the completion of the installation (in September). [redacted] went there on the 9th of October to collect that balance. [redacted] states that he was always on the opposite of the room and vehemently denies any bullying or belittling. [redacted] stated that he would have someone from our Company return to put in a vent that the [redacted]’s were requesting to make the customer happy but that it was not in the scope of the contract. Their withholding of over $3,000 that day for a $15 part was unreasonable. [redacted] has been a professional salesman for nearly 20 years without incident. He categorically denies that he would show up anywhere 30 minutes early to “shake down” a customer like an “old-time gangster”. The Company did pull all required permits from the town. If you have any further questions, please do not hesitate to contact me. Please also acknowledge receipt of this email. Sincerely,[redacted]Corporate Compliance Officer DiPietro Heating and Cooling, Inc.[redacted]
Ms. [redacted]'s original complaint has been resolved. She received her check and warranty information that she requested. She is currently having a new problem where there is not enough air flow in one of the bedrooms. Our service manager went to her house last week and is confident that he can solve the problem. We have service scheduled for her home on Wednesday 7/12/17.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
1. For 5/31: We called in primarily for the the issue of the water leak, which was in a unit different from the one which experienced the issue last year. We checked again with the staff, who called DiPietro that day and she said she called in for the water leak only. 2. 6/13: The water leak started happening a few hours after [redacted] left and not 6/14 as reported. 6/14 I called in asking for [redacted], the manager, because we continued to experience the water leak. 3. I was never given any proposal nor given the 'ballpark' figure. I remember clearly [redacted] telling me that he'll work on the proposal and send us the proposal in a few days. When I called in on 6/14, I asked [redacted] whether he can send in the proposal sooner. [redacted] called me back that day and reiterated that he'll send a proposal. 4.My wife and I called [redacted] a week later too about the proposal. He said the proposal was sent via email which was a lie. 5. Soon after we raised the Revdex.com complaint, [redacted], the manager, reached out to me through text and said that he's waiting to hear back from me (he claimed he called the office) so that he can send a check for $147 (half of what they charged us) to us. I asked him if you could reach out now via text why couldn't you have done that earlier. 6. [redacted] texted me on the 19th that he's mailing out a check. It's been a week and I haven't seen the check arrive. Regards,
[redacted]
Dear[redacted] & [redacted], We are writing in regards to the above mentioned complaint filed on12/27/2014. Firstly, we apologize forany inconvenience or distress caused by this error. We take great care to ensure that importantmatters such as this are properly managed and...
processed. Unfortunately, this is an occasion where astandard of DiPietro Heating & Cooling, Inc. has failed to meet thecustomer’s expectations. In light of this, DiPietro Heating & Cooling, Inc. has decided to refund youin the amount of $772.00. We hope thatyou find this to be an acceptable resolution. We have also taken theappropriate measures to prevent this from happening in the future. Again, wesincerely apologize for the inadequate service that you received. Wewish you and your family a Happy New Year, DiPietroHeating & Cooling, Inc.
We are currently working with Mr. [redacted] in resolving his issue. He is working closely with our Service Manager and there is a scheduled return date
We have reached out to [redacted] and settled this matter directly with her. The check will be sent in the mail to her this week. We are pulling the last of the warranty information that she has requested and will have it to her within the next few days. No further action is required...
on our part and we consider this matter to be closed to the customers satisfaction.
5/31/17 Customer called stating water leak similar to previous year. Customer asked for maintenance plan to avoid paying $95 service fee. We performed planned maintenance on 2 systems and could not pinpoint definitive source of water. We did insulate 3 feet of condensate line in attic...
that could have had condensation and causing leak. 6/12 Customer called with no AC. This was middle of heat wave and our technicians were already fully booked. We arranged for [redacted], service manager to go out next day (6/13) 6/13/17 [redacted] arrived at customer location and found a service switch off, could not determine why it was off, it was tripped or if it was turned off. Reset unit and left with cold air blowing and no apparent issues with units. We did not charge customer the service fee for this call. It was clear that unit had been operating fine since the last call 2 weeks ago. 6/14 Customer called reporting another water leak, 10 feet away from unit. We determined it was condensation from poor insulation around ductwork. We advised customer where insulation was needed to prevent future leaks and did not charge the customer for this service call. We quoted the customer a ballpark figure of $800 for a water protection system for the AC system that would solve the problem of condensation leaking. We explained to the customer that we would discount $150 from the cost of this as a courtesy, but feel we did everything we could for this customer given that the insulation is poor and condensation leaks will continue until the customer addresses the root cause of the issue. We believe this is more than fair considering the original cost of $250 was for maintenance that was performed on the systems and we did not charge for subsequent service calls. We will follow up with the customer directly to see how they want to proceed with the additional work.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues...
and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Customer cashed our check for $147 on 8/7/17. We regret that the customer is still not satisfied. We have done everything we can do for this customer and provided recommendations to upgrade the entire system for all units in the building. Customer does not want to proceed with this plan due to cost. The quote he has requested will not solve the root cause of the problems he is having.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Being a third generation company has no weight on this issue as it stands today and is irrelevant, but I appreciate the attempt to save-face by starting off saying that. This is why we originally agreed to go with DiPietro, but mistakes were made and reputation was in fact proven to be incorrect. As of today 11/10/15 there have been no record of pulling permits for building and plumbing (only electrician). Permits are required through the town to have inspections upon completion of said work conducted to ensure they follow safety and code regulations. There is a scheduled inspection with this company for 11/19/15, OVER 10 WEEKS after the work was said to be "completed".As far as showing up early, being prompt and punctual means being on time. Not at a time that could disturb others. It did create a problem, since according to a friend that was at the house at that morning, when the door was opened to speak with [redacted] by her, he let himself in without invitation. Maybe it was an assumption by him that he was being let in by the door opening. My wife was at the time getting ready to hop in the shower, when she was forced to come downstairs while still in her pajamas because she wasn't expecting someone for another 30 minutes. [redacted] was quoted as saying "I showed up early because I want to keep you on your toes" which was perceived as threatening by my wife. Whether or not he meant it as that is irrelevant because it made my wife feel vulnerable in her own house by this man.Work is not completed until ALL aspects of the job is completed. If work is not completed then the work therefore does not deserve 100% payment. Unfortunately, due to the [redacted] loan distribution, I only had available for a small amount, $3,000 which is a check issued directly from the bank, to withhold. If it was indeed only a $15 part, then there shouldn't have been an issue to swing by the next day (or within a reasonable amount of time), replace it, set up the appointment for the inspections as required and collect the remainder of the balance. Non of that was done. Instead, over 4 WEEKS later, [redacted] showed up and verbally strong-armed my wife into paying 100% because [redacted] said so. Also, we were under the impression that the vent was going to be fixed that day because that is what we were told after numerous (of the same) conversations about it. Instead, DiPietro had no intention of actually finishing the work that day. Again, scope of the contract to DiPietro means nothing to the company since they perform work that is not in the scope when it's convenient for them. (See electrical panel on initial complaint about not being a part of the "scope"). Again, if it wasn't a huge part or problem, the work could've been done weeks before this (or on the date [redacted] came by to shake-down the rest of the money like we had all agreed) to avoid the problem altogether. Instead DiPietro chose to drag their feet until at a point in time where they felt they we wronged and in the right to have [redacted] do what he did. [redacted] can "categorically deny" anything he wants to in regards to the shake-down for money, but in the end it doesn't make it any less true.On top of the above, we had to pay an additional $550 out of pocket for a rebate that had paperwork that was supposed to be completed within (I believe) 6 (or 8) weeks of the installed work. However, the company waited and sent us the required paperwork at a date that gave us 8 business days to complete to ensure we were to receive our rebate monies back, instead of when the work was "completed" to give us ample time to complete said paperwork. This means we had to scramble to get everything together for us to get this rebate back to us or else that money would be lost.We categorically reject the business' response to our initial complaint as the work still has not been completed and their response lacks actual corrective substance.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I contacted Dipietro Plumbing and Heating at two different emails January 20th and have not received a response or payment.
Regards,
[redacted] And [redacted]
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaintI understand that by choosing to accept the business response that my complaint will be closed as resolved. We appreciate your prompt response as well as your apology
This is in response to Mr. and Mrs. [redacted]’s complaint against our company. ...
DiPietro is a third generation heating and air conditioning company with a good reputation in our community. DiPietro did perform an oil to gas conversion on 9/1 for the [redacted]’s. Our saleman, [redacted], did show up 30 minutes early for the appointment on 10/9/15. We believe in being prompt, if not early, and if this created a problem for the [redacted]’s, [redacted] would have happily returned 30 minutes later. The contract was for approximately $15,000 and the [redacted]’s did in fact pay the $12,000 which left an outstanding balance of $3,000 that was due upon the completion of the installation (in September). [redacted] went there on the 9th of October to collect that balance. [redacted] states that he was always on the opposite of the room and vehemently denies any bullying or belittling. [redacted] stated that he would have someone from our Company return to put in a vent that the [redacted]’s were requesting to make the customer happy but that it was not in the scope of the contract. Their withholding of over $3,000 that day for a $15 part was unreasonable. [redacted] has been a professional salesman for nearly 20 years without incident. He categorically denies that he would show up anywhere 30 minutes early to “shake down” a customer like an “old-time gangster”. The Company did pull all required permits from the town. If you have any further questions, please do not hesitate to contact me. Please also acknowledge receipt of this email. Sincerely,[redacted]Corporate Compliance Officer DiPietro Heating and Cooling, Inc.[redacted]
[redacted]
Ms. [redacted]'s original complaint has been resolved. She received her check and warranty information that she requested. She is currently having a new problem where there is not enough air flow in one of the bedrooms. Our service manager went to her house last week and is confident that he can solve the problem. We have service scheduled for her home on Wednesday 7/12/17.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
1. For 5/31: We called in primarily for the the issue of the water leak, which was in a unit different from the one which experienced the issue last year. We checked again with the staff, who called DiPietro that day and she said she called in for the water leak only. 2. 6/13: The water leak started happening a few hours after [redacted] left and not 6/14 as reported. 6/14 I called in asking for [redacted], the manager, because we continued to experience the water leak. 3. I was never given any proposal nor given the 'ballpark' figure. I remember clearly [redacted] telling me that he'll work on the proposal and send us the proposal in a few days. When I called in on 6/14, I asked [redacted] whether he can send in the proposal sooner. [redacted] called me back that day and reiterated that he'll send a proposal. 4.My wife and I called [redacted] a week later too about the proposal. He said the proposal was sent via email which was a lie. 5. Soon after we raised the Revdex.com complaint, [redacted], the manager, reached out to me through text and said that he's waiting to hear back from me (he claimed he called the office) so that he can send a check for $147 (half of what they charged us) to us. I asked him if you could reach out now via text why couldn't you have done that earlier. 6. [redacted] texted me on the 19th that he's mailing out a check. It's been a week and I haven't seen the check arrive. Regards,
[redacted]
Dear[redacted] & [redacted], We are writing in regards to the above mentioned complaint filed on12/27/2014. Firstly, we apologize forany inconvenience or distress caused by this error. We take great care to ensure that importantmatters such as this are properly managed and...
processed. Unfortunately, this is an occasion where astandard of DiPietro Heating & Cooling, Inc. has failed to meet thecustomer’s expectations. In light of this, DiPietro Heating & Cooling, Inc. has decided to refund youin the amount of $772.00. We hope thatyou find this to be an acceptable resolution. We have also taken theappropriate measures to prevent this from happening in the future. Again, wesincerely apologize for the inadequate service that you received. Wewish you and your family a Happy New Year, DiPietroHeating & Cooling, Inc.
We are currently working with Mr. [redacted] in resolving his issue. He is working closely with our Service Manager and there is a scheduled return date
We have reached out to [redacted] and settled this matter directly with her. The check will be sent in the mail to her this week. We are pulling the last of the warranty information that she has requested and will have it to her within the next few days. No further action is required...
on our part and we consider this matter to be closed to the customers satisfaction.
5/31/17 Customer called stating water leak similar to previous year. Customer asked for maintenance plan to avoid paying $95 service fee. We performed planned maintenance on 2 systems and could not pinpoint definitive source of water. We did insulate 3 feet of condensate line in attic...
that could have had condensation and causing leak. 6/12 Customer called with no AC. This was middle of heat wave and our technicians were already fully booked. We arranged for [redacted], service manager to go out next day (6/13) 6/13/17 [redacted] arrived at customer location and found a service switch off, could not determine why it was off, it was tripped or if it was turned off. Reset unit and left with cold air blowing and no apparent issues with units. We did not charge customer the service fee for this call. It was clear that unit had been operating fine since the last call 2 weeks ago. 6/14 Customer called reporting another water leak, 10 feet away from unit. We determined it was condensation from poor insulation around ductwork. We advised customer where insulation was needed to prevent future leaks and did not charge the customer for this service call. We quoted the customer a ballpark figure of $800 for a water protection system for the AC system that would solve the problem of condensation leaking. We explained to the customer that we would discount $150 from the cost of this as a courtesy, but feel we did everything we could for this customer given that the insulation is poor and condensation leaks will continue until the customer addresses the root cause of the issue. We believe this is more than fair considering the original cost of $250 was for maintenance that was performed on the systems and we did not charge for subsequent service calls. We will follow up with the customer directly to see how they want to proceed with the additional work.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues...
and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
[redacted]
Customer cashed our check for $147 on 8/7/17. We regret that the customer is still not satisfied. We have done everything we can do for this customer and provided recommendations to upgrade the entire system for all units in the building. Customer does not want to proceed with this plan due to cost. The quote he has requested will not solve the root cause of the problems he is having.
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
Being a third generation company has no weight on this issue as it stands today and is irrelevant, but I appreciate the attempt to save-face by starting off saying that. This is why we originally agreed to go with DiPietro, but mistakes were made and reputation was in fact proven to be incorrect. As of today 11/10/15 there have been no record of pulling permits for building and plumbing (only electrician). Permits are required through the town to have inspections upon completion of said work conducted to ensure they follow safety and code regulations. There is a scheduled inspection with this company for 11/19/15, OVER 10 WEEKS after the work was said to be "completed".As far as showing up early, being prompt and punctual means being on time. Not at a time that could disturb others. It did create a problem, since according to a friend that was at the house at that morning, when the door was opened to speak with [redacted] by her, he let himself in without invitation. Maybe it was an assumption by him that he was being let in by the door opening. My wife was at the time getting ready to hop in the shower, when she was forced to come downstairs while still in her pajamas because she wasn't expecting someone for another 30 minutes. [redacted] was quoted as saying "I showed up early because I want to keep you on your toes" which was perceived as threatening by my wife. Whether or not he meant it as that is irrelevant because it made my wife feel vulnerable in her own house by this man.Work is not completed until ALL aspects of the job is completed. If work is not completed then the work therefore does not deserve 100% payment. Unfortunately, due to the [redacted] loan distribution, I only had available for a small amount, $3,000 which is a check issued directly from the bank, to withhold. If it was indeed only a $15 part, then there shouldn't have been an issue to swing by the next day (or within a reasonable amount of time), replace it, set up the appointment for the inspections as required and collect the remainder of the balance. Non of that was done. Instead, over 4 WEEKS later, [redacted] showed up and verbally strong-armed my wife into paying 100% because [redacted] said so. Also, we were under the impression that the vent was going to be fixed that day because that is what we were told after numerous (of the same) conversations about it. Instead, DiPietro had no intention of actually finishing the work that day. Again, scope of the contract to DiPietro means nothing to the company since they perform work that is not in the scope when it's convenient for them. (See electrical panel on initial complaint about not being a part of the "scope"). Again, if it wasn't a huge part or problem, the work could've been done weeks before this (or on the date [redacted] came by to shake-down the rest of the money like we had all agreed) to avoid the problem altogether. Instead DiPietro chose to drag their feet until at a point in time where they felt they we wronged and in the right to have [redacted] do what he did. [redacted] can "categorically deny" anything he wants to in regards to the shake-down for money, but in the end it doesn't make it any less true.On top of the above, we had to pay an additional $550 out of pocket for a rebate that had paperwork that was supposed to be completed within (I believe) 6 (or 8) weeks of the installed work. However, the company waited and sent us the required paperwork at a date that gave us 8 business days to complete to ensure we were to receive our rebate monies back, instead of when the work was "completed" to give us ample time to complete said paperwork. This means we had to scramble to get everything together for us to get this rebate back to us or else that money would be lost.We categorically reject the business' response to our initial complaint as the work still has not been completed and their response lacks actual corrective substance.
Regards,
[redacted]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.
I contacted Dipietro Plumbing and Heating at two different emails January 20th and have not received a response or payment.
Regards,
[redacted] And [redacted]