Lee Valley Tools Ltd

Complaint: [redacted] I am rejecting this response because:The receipt provided was a result of the 1st episode the A/C unit caused the damage to the house [redacted] was hired to perform all A/C maintenance at the time I do not recall ever having received this invoice prior to seeing it in here The complaint is in regard to a 2nd failure of the overflow switch which [redacted] installed(Which the provided invoice indicates) [redacted] would not come down to look at our unit that was draining through the ceiling into kitchen for a week We then got a 2nd licensed company to come out the day of, to prevent further damage The work performed was due to the failure of the overflow sensor that should stop the unit from running Regards, [redacted]

On 5/6/2016, a site visit was made to evaluate and take a few pictures of the job based on the customers concernsNoticed the original supply ducting needed to be sealed with mastic at the supply plenumA 12Xoriginal supply vent was disturbed during the install that caused the grill in the living room to come loose and hangBoth of these items were addressed immediately with the customer presentAnother issue that was diagnosed is the light in the pantry areaThe light fixture was taken apart to test for current and voltage coming from the light switchVoltage was verified, at this point I mentioned to the customer it appears that the problem is in the light bulbs that burned while the ceiling was being worked on to install a supply ductOn a recorded phone call, the customer had mentioned not to worry about replacing light bulbsHe found a problem with the light switch he had installedThe final concern was that a major ceiling joist was cut during the install of a ventLooking in the attic area, this joist does not appear to load bearing or has any roof braces on it(Photo is available upon request) An attempt to repair or splice the 2Xjoist was made using a 2Xpiece of woodOwner (customer) did not agree with repairA second attempt was requested by using the same size 2X4, but a much longer piece to sit on top of the wall plateBeing that the customer doesn't arrive home till after 19:30, by 20:he asked the worker to leave because he needed to get some rest On 5/13/2016, at about 21:the customer called to inform me that he was not satisfied with any attemptsHis request which he repeated three times, I'm done with Bodine Scott, send me my warranty information and he'll fix the ceiling joistCustomer said not to worry about the light; it was only a bad switch(Second time) By %/19/2016, on a recorded conversation for clarification, the customer stated to our customer relations personnel again, don't worry about the light it was only a bad switchits already been fixAs for the joist, didn't like the repair made, he will get someone else to fix it Don't worry about itOur customer relations personnel asked and offered help once againAlso if he would like for us to help him reqister the equipment warranty for an additional years at no costthe customer just wanted to be done with Bodine Scott As a company in operations for many years, we do make every effort and attempt to keep customers satisfied with a long term business relationship Regards, Service Dept/ Customer Relations

Complaint: [redacted] I am rejecting this response because: First Off, They Never Offered a Year warranty,2nd when the light quit the young man told my wife I did not do anything because if I would have cut the wire he would have been shocked.and we better have it checked so the house would not catch on fire.3rd the rafter in the ceiling is a important item or they would not have them.4th when the problem was discovered I talked to [redacted] no luck talked to [redacted] he came out and took pictures, they did strap up the duct work properly that time still did not check the light [redacted] then told [redacted] to go to home depot and buy boards and light bulbs and he would be here by 7:P.M he did not arrive until 8:P.M He and I were in the attic his Phone Kept going Off and I asked him is that your wife and he replied yes at that time I told him go home to your wife and we would do it later.after that no response from Them I did text [redacted] at 7:on may asking him to call me still no response it is now June the 10th Text [redacted] on May the 12th Still no response.Yes the light was just a light switchand the rafter still has not been fixed.if when the lady from bodine Scott called she said she would like to keep us as a customer but she never offered anything at all.I did tell her I was fed up up with them because they where trying to pacifie me she said she was noti told her I wanted my warranty she said OK she then left a voice mail on my wife's phone stating she would mail the warranty information and she would not be calling us againi asked them to have the owner call me and no response, Does this sound like someone who is trying to work with meshe stated she has a Recording of me I have a Text from her employee stating all there employees are Basically is and if it gets done right he has to do itSo i'am Just saying They are not Telling the Truth Regards, [redacted] ***

Initially, the homeowner's husband called in to report that his renter was advising that the water heater located at [redacted] *** had a leak According to the notes in our system the homeowner was quoted by dispatch $hourly plus materials Upon arrival to the house our plumber, ***, determined that the electric water heater located outside of the house in a closet was completely rusted out and the platform that it rests on was in bad shape and only supported by bricks [redacted] recommended replacing the water heater with a new one due to the age and condition of the homeowner's current water heater, as well as, having the platform properly fixed Per my service ticket and the time stamped notes in our system the homeowner was quoted $1,400.00, which is our average price for a new gallon electric water heater, not $1,as stated in the complaint Regarding Mrs [redacted] claim that we refused to help her with the platform, unfortunately my plumbers are not carpenters and we do not recommend outside contractors due to liability processes At the time of service my plumber, ***, was having issues with his phone and was unable to run Mrs [redacted] credit card for $ Mrs [redacted] did however provide [redacted] with her credit card information for the office to process at a later time but there was a mix up with another service call and Mrs [redacted] was charged $by mistake Due to the mix up the proper information was not available when Mrs [redacted] called and our dispatcher was unable to provide Mrs [redacted] with the correct information On 12/22/2017, Mr [redacted] did visit our office and provided proof that his card was charged $by our company Upon arrival of this proof, an investigation was immediately performed and that’s when our office realized our mistake The service manager, as well as, the office manager apologized to Mr [redacted] for the mistake Mr [redacted] then offered to pay the $but due to all the trouble and confusion a full refund was given to Mr***, as well as, an explanation of what all is included in the quoted amount of $1, Thank you, [redacted] AC Distribution, Inc[redacted] ** ***

In response to the customer's complaint, on 10/09/the customer called in a onetime unit inspection as it states on the work orderThe customer mentioned he had a home inspection performed because he is selling his homeItems listed on the report; leakage within the auxiliary drain pan, exterior unit is not leveled and missing insulation on the refrigerant linesUpon inspection of the equipment, the technician noted on his invoice, secondary pan is full of water, primary drain is obstructed, build up inside inner walls of pipe, which terminates under a bathroom sinkDucting on the return side of the unit in the attic is already collapsing and needs to be rebuiltThe list goes on with both indoor and outdoor coils being dirty and restricted from airPictures were taken by the tech and shared with the owner of the homeThe home owner declined all recommendations for repairs and only wanted the water in the pan addressedThe tech only cleared the drain at the unit level and vacuumed the water in the pan as per the ownerA restriction is still present under the sink which can cause unit to overflow againOn 10/13/2017, the system stopped working according to the home ownerA technician was not available due to the overwhelming calls that dayThe home owner called RC Plumbers and Rapid AirTuesday 10/17/2017, as the system was down again, home owner mentioned he had freon added by Rapid Air and that the system is not coolingAs a courtesy, a company representative was sent out to evaluate the issuesIt was noted that the secondary company did not tighten the service caps which caused the freon to leak out that the other company had provided and charged the home owner forOur company representative showed the home owner the freon leak using a drop of dish soapThe home owner was requesting that Bodine Scott needed to warranty the freon that Rapid Air sold to the customerThis request was declined since Bodine Scott did not participate in adding freon to the equipmentThe home owner will need to call the other company for this request

** [redacted] , I’ve included the only two service calls trans scrip’s as the calls came in Neither one of these calls were we hired to do any maintenance at the time of serviceMost likely the reason you haven’t seen these invoices is probably because the only billing address we have on file is [redacted] * [redacted] The original proposal also has this same address as wellCurrently to this day we do not have your physical addressWith [redacted] consent, while holding my camera, I mentioned to him as I mentioned to *** [redacted] on the phone that I would be documenting my findings to determine the cause of the damage as stated on the second work orderDuring my interview with the Renter [redacted] , I asked how he cleaned the drain out, he said with a wire brush [redacted] mentioned he blew air down the drain line, when I asked what method did he use, he said by placing his mouth on itWhile we were in the attic I tested the safety switch in front of [redacted] , the switch worksImmediately the unit shut offWe noticed that the reservoir for the safety switch was dry and not holding waterThe water is blowing out of the pan due to the dirty filter causing the static pressure to rise above operating standers as stated on page of the install guideAs a result the inner liner became saturated which then caused the water to flow into the return duct and onto the ceiling [redacted] also mentioned at one point the safety switch did trip turning the unit off The reason for us refusing to go out a third time is because no repairs were ever approved as quoted on the previous invoiceWe would have came out with the same diagnosisThe difference between the two damages, the first was only in the pantry area (ceiling), now draining through the kitchen ceiling(For a week) Once again our switch did not fail, we know for a fact the switch did shut the unit off even when testedWe also know your renter has been tampering or servicing the equipment Maintenance: You as the owner or other authorized party are responsible for adequate maintenance of your air conditioning system, including the regular cleaning of the filters, coils, and duct systemYour air conditioning system removes water vapor from the air, dehumidifying the air as part of the air conditioning processDuring the water removal process, drains, evaporator coils, drain lines, as well as your homes plumbing can become blocked, break, or malfunction causing water to stand or spill Regards, ***

Mr [redacted] , On the signed agreement, we do not assume any duty to repair or replace any existing problems, which are not specifically listed as work and services to be performedWe assume no duty to discover any concealed conditions or unknown physical conditions, which are not exposed and are not readily available for visual inspectionSpecifically, we assume no responsibility for problems with non- replaced ductwork, non-replaced equipment, condensation drains lines, mold or mildew, unless specifically contracted and paid for these servicesThe plumbing section of the proposal is clearly marked rework existing drainThe electrical section is also clearly marked rework existing Ductwork is marked, adapt to existing, none of these sections were agreed or selected at the time of sale for you to contract us to provide: All new drains, and ductingAll new electrical which we are not license for On any service call a service / diagnosis fee is always appliedThis is not labor, the old pipe that you brought into our lobby appeared to be feetThe technician who was reimbursed for buying the pvc pipe out of his own pocket also confirmed the length was feetSir the invoice still shows one foot of pipeI am no expert on roofing, out of the years I have in this industry I have witnessed excessive heat causing pipes to bend on a few occasionsThe cause was changes within the structure such as not enough ventilation in the atticI am not trying to shift blame, but only trying to come up with a thought to prevent this from happening againGoing back and forth is not resolving anything what I can do is offer you a one year maintenance contract at no chargeWe want to make sure after replacing the existing pipe, your system will continue to run without having this same issue Thank you ***

In response to case # ***, *** Naples
Str. August 18,Mr*** purchased an evaporator coil and condensing unit, during the install we adapted to the existing ducting, refrigerant lines, and drain lines as noted on the agreementOn October 12, 2012, the system stopped cooling due to a clogged drain lineA repair was made at no cost to the customer for this serviceA service call for a water leak was called in on November 03, By November 21, Mr*** purchased a gas furnace from us and adapted to all existing equipmentJune 14,a water leak was called in, being a Sunday afternoon I had no information of any history in front of meTechnician stated that the customer was very upset, a decision was made to do a repair at a discounted rateNot having all the materials needed for this job, I instructed the tech to pick up feet of pvc sch-pipeRetail cost per foot is $x 10' = $looking on the invoice we only charged for foot of pvc pipeOut of the entire time spent on the job I advised the tech to only charge hour of labor ( $115.00) and not the full amount that would have been from 12:- 15:00, over three hoursReasonably since the unit was installed in 2012, and the previous leak on 11/3/14, we had to collect the discounted amount that is on the invoiceMr*** has been a customer of ours for a long time, as he stated for over yearsWe know now how old the original piping or plumbing isThe problem we had on this day, the technician noted that the original drain line was bent due to the extreme heat in the attic (degrees)A picture was taken of the pipe while in its original location with a thermometer next to itAttics do get very hot, but at this temperature I can understand pvc becoming flexibleWe are not sure how old the home is, but if any changes have been made in the past such as changing the roof from a wood shingle to composition, this may cause the attic temp to riseWe do not specialize in roofing, I would recommend seeking the advice of a roofer if the attic ventilation is adequatePlease review the invoice attached and take in consideration the disputed amount of $was already granted at the time of serviceThank youYour message is ready to be sent with the following file or link attachments: Service_Report_***

Sir, we understand your reason for rejecting our responseI am holding a confirmation ticket showing your american express account was refundedDue to the personal information, I will not post thisA copy of this receipt can be given to you in personOnce again, we thank you for your patience

Complaint: ***
I am rejecting this response because:
I agree going back and forth is not resolving anything. Regrettably, I have been stating my case with your company since the issue aroseI lament that the Bodine-Scott that provided me great service for + years, is no more. Regards,
*** ***

In response to your letter, dated May 26, The service department received your letter and placed it on my desk May 30, Being that my job also requires me to work out in the field, I did not see it until Monday June 13th after arriving from a two week leave of absenceAs I performed my
investigation on the situation at hand, I had already granted a refund towards the last service call on June 17, unfortunately this news didn't reach you on time before going to this levelPlease allow a few days while the accountant sends you a refund either by check or credit to your accountThank you for your patients

I have included a copy of my report from 9/17/2014, when the call came in as water damageThe system that was installed on 1/15/was already out of its first year warrantyDuring my visual inspection and interview with the renter, I have reason to believe the results from the damage is a
combination of lack of maintenance and keeping the system at a very low temperature (68-70) with a dirty filterI understand another A/C company may have said it was a bad install, that would be the opinion of a competitorThe install guide from the manufacture is left with the equipmentAlso a permit was purchased from the City of *** on 1/15/I have explained these concerns with *** by phone while I was on site at the time of service from the said date of my reportGave customer a reasonable price to repair internal damage to the equipment, and recommended a license company to perform all service and maintenanceService Mgr***

Complaint: [redacted]
I am rejecting this response because:
First Off, They Never Offered a 5 Year warranty,2nd when the light quit the young man told my wife I did not do anything because if I would have cut the wire he would have been shocked.and we better have it checked so the house would not catch on fire.3rd the rafter in the ceiling is a important item or they would not have them.4th when the problem was discovered I talked to [redacted] no luck talked to [redacted] he came out and took pictures, they did strap up the duct work properly that time still did not check the light [redacted] then told [redacted] to go to home depot and buy boards and light bulbs and he would be here by 7:30 P.M he did not arrive until 8:30 P.M He and I were in the attic his Phone Kept going Off and I asked him is that your wife and he replied yes at that time I told him go home to your wife and we would do it later.after that no response from Them I did text [redacted] at 7:42 on may 13 asking him to call me still no response it is now June the 10th Text [redacted] on May the 12th Still no response.Yes the light was just a light switch. and the rafter still has not been fixed.if when the lady from bodine Scott called she said she would like to keep us as a customer but she never offered anything at all.I did tell her I was fed up up with them because they where trying to pacifie me she said she was not. I told her I wanted my warranty she said OK she then left a voice mail on my wife's phone stating she would mail the warranty information and she would not be calling us again. I asked them to have the owner call me and no response, Does this sound like someone who is trying to work with me. she stated she has a Recording of me I have a Text from her employee stating all there employees are Basically is and if it gets done right he has to do it. So i'am Just saying They are not Telling the Truth.  Regards,
[redacted]

Initially, the homeowner's husband called in to report that his renter was advising that the water heater located at [redacted] had a leak.  According to the notes in our system the homeowner was quoted by dispatch $126 hourly plus materials.  Upon arrival to the house our...

plumber, [redacted], determined that the electric water heater located outside of the house in a closet was completely rusted out and the platform that it rests on was in bad shape and only supported by bricks.  [redacted] recommended replacing the water heater with a new one due to the age and condition of the homeowner's current water heater, as well as, having the platform properly fixed.  Per my service ticket and the time stamped notes in our system the homeowner was quoted $1,400.00, which is our average price for a new 40 gallon electric water heater, not $1,800.00 as stated in the complaint.  Regarding Mrs. [redacted] claim that we refused to help her with the platform, unfortunately my plumbers are not carpenters and we do not recommend outside contractors due to liability processes.  At the time of service my plumber, [redacted], was having issues with his phone and was unable to run Mrs. [redacted] credit card for $126.00.  Mrs. [redacted] did however provide [redacted] with her credit card information for the office to process at a later time but there was a mix up with another service call and Mrs. [redacted] was charged $243.50 by mistake.  Due to the mix up the proper information was not available when Mrs. [redacted] called and our dispatcher was unable to provide Mrs. [redacted] with the correct information.  On 12/22/2017, Mr. [redacted] did visit our office and provided proof that his card was charged $243.50 by our company.  Upon arrival of this proof, an investigation was immediately performed and that’s when our office realized our mistake.  The service manager, as well as, the office manager apologized to Mr. [redacted] for the mistake.  Mr. [redacted] then offered to pay the $126.00 but due to all the trouble and confusion a full refund was given to Mr. [redacted], as well as, an explanation of what all is included in the quoted amount of $1,400.00.   Thank you, [redacted]
AC Distribution, Inc.[redacted]

**. [redacted], I’ve included the only two service calls trans scrip’s as the calls came in.  Neither one of these calls were we hired to do any maintenance at the time of service. Most likely the reason you haven’t seen these invoices is probably because the only billing address we have on file is [redacted]. The original proposal also has this same address as well. Currently to this day we do not have your physical address. With [redacted] consent, while holding my camera, I mentioned to him as I mentioned to [redacted] on the phone that I would be documenting my findings to determine the cause of the damage as stated on the second work order. During my interview with the Renter [redacted], I asked how he cleaned the drain out, he said with a wire brush. [redacted] mentioned he blew air down the drain line, when I asked what method did he use, he said by placing his mouth on it. While we were in the attic I tested the safety switch in front of [redacted], the switch works. Immediately the unit shut off. We noticed that the reservoir for the safety switch was dry and not holding water. The water is blowing out of the pan due to the dirty filter causing the static pressure to rise above operating standers as stated on page 10 of the install guide. As a result the inner liner became saturated which then caused the water to flow into the return duct and onto the ceiling. [redacted] also mentioned at one point the safety switch did trip turning the unit off.                                                                                 ...⇄ The reason for us refusing to go out a third time is because no repairs were ever approved as quoted on the previous invoice. We would have came out with the same diagnosis. The difference between the two damages, the first was only in the pantry area (ceiling), now draining through the kitchen ceiling. (For a week) Once again our switch did not fail, we know for a fact the switch did shut the unit off even when tested. We also know your renter has been tampering or servicing the equipment.                                         ...⇄                                         ...⇄ Maintenance: You as the owner or other authorized party are responsible for adequate maintenance of your air conditioning system, including the regular cleaning of the filters, coils, and duct system. Your air conditioning system removes water vapor from the air, dehumidifying the air as part of the air conditioning process. During the water removal process, drains, evaporator coils, drain lines, as well as your homes plumbing can become blocked, break, or malfunction causing water to stand or spill.                                         ...⇄                                         ...⇄ Regards, [redacted]

Complaint: [redacted]
I am rejecting this response because:The receipt provided was a result of the 1st episode the A/C unit caused the damage to the house.  [redacted] was hired to perform all A/C maintenance at the time.  I do not recall ever having received this invoice prior to seeing it in here.   The complaint is in regard to a 2nd failure of the overflow switch which [redacted] installed(Which the provided invoice indicates).   [redacted] would not come down to look at our unit that was draining through the ceiling into kitchen for a week.  We then got a 2nd licensed company to come out the day of, to prevent further damage.  The work performed was due to the failure of the overflow sensor that should stop the unit from running.    
Regards,
[redacted]

Mr. [redacted], On the signed agreement, we do not assume any duty to repair or replace any existing problems, which are not specifically listed as work and services to be performed. We assume no duty to discover any concealed conditions or unknown physical conditions, which are not exposed and are not readily available for visual inspection. Specifically, we assume no responsibility for problems with non- replaced ductwork, non-replaced equipment, condensation drains lines, mold or mildew, unless specifically contracted and paid for these services. The plumbing section of the proposal is clearly marked rework existing drain. The electrical section is also clearly marked rework existing . Ductwork is marked, adapt to existing, none of these sections were agreed or selected at the time of sale for you to contract us to provide: All new drains, and ducting. All new electrical which we are not license for.                                         ...⇄                                         ...⇄ On any service call a service / diagnosis fee is always applied. This is not labor, the old pipe that you brought into our lobby appeared to be 10 feet. The technician who was reimbursed for buying the pvc pipe out of his own pocket also confirmed the length was 10 feet. Sir the invoice still shows one foot of pipe. I am no expert on roofing, out of the 27 years I have in this industry I have witnessed excessive heat causing pipes to bend on a few occasions. The cause was changes within the structure such as not enough ventilation in the attic. I am not trying to shift blame, but only trying to come up with a thought to prevent this from happening again. Going back and forth is not resolving anything . what I can do is offer you a one year maintenance contract at no charge. We want to make sure after replacing the existing pipe, your system will continue to run without having this same issue.                                         ...⇄                                         ...⇄ Thank you.    [redacted]

In response to the customer's complaint, on 10/09/2017 the customer called in a onetime unit inspection as it states on the work order. The customer mentioned he had a home inspection performed because he is selling his home. Items listed on the report; leakage within the auxiliary drain pan,...

exterior unit is not leveled and missing insulation on the refrigerant lines. Upon inspection of the equipment, the technician noted on his invoice, secondary pan is full of water, primary drain is obstructed, build up inside inner walls of pipe, which terminates under a bathroom sink. Ducting on the return side of the unit in the attic is already collapsing and needs to be rebuilt. The list goes on with both indoor and outdoor coils being dirty and restricted from air. Pictures were taken by the tech and shared with the owner of the home. The home owner declined all recommendations for repairs and only wanted the water in the pan addressed. The tech only cleared the drain at the unit level and vacuumed the water in the pan as per the owner. A restriction is still present under the sink which can cause unit to overflow again. On 10/13/2017, the system stopped working according to the home owner. A technician was not available due to the overwhelming calls that day. The home owner called RC Plumbers and Rapid Air. Tuesday 10/17/2017, as the system was down again, home owner mentioned he had freon added by Rapid Air and that the system is not cooling. As a courtesy, a company representative was sent out to evaluate the issues. It was noted that the secondary company did not tighten the service caps which caused the freon to leak out that the other company had provided and charged the home owner for. Our company representative showed the home owner the freon leak using a drop of dish soap. The home owner was requesting that Bodine Scott needed to warranty the freon that Rapid Air sold to the customer. This request was declined since Bodine Scott did not participate in adding freon to the equipment. The home owner will need to call the other company for this request.

Complaint: [redacted]
I am rejecting this response because: I was told the unit had a 10 year parts warranty by the sales person when the unit was purchased nothing was ever said it was only 5 years and you all would add 5 more.you say you have a recording of me you never said this call may be recorded I believe that is deceptive and against the law without informing me I would like for you to send me the recording in full. I understand the rafter may not be a major structure, but at the same time your company was going to try and hide it until your employee thought he made another structural mistake and told my wife. so if you think your company is in the right your wrong I have asked for the Owner to call me and he has not even tried to get the real story.and also you are deceiving customers when they tell you it has a ten year warranty and now you are telling me its only 5 Years.also trying to pacify a customer is not the way to make a customer happy to do so make it right what ever problems exist again you have not done so.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
When I get the refund, as promised, I will let you know. 
Regards,
[redacted]