1st Choice Plumbing Heating and Air

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below TO: Revdex.comResponse:I can see the reason for that employee to be let go since evidently is totally unethical; I signed the acceptance of the [redacted] water heater based on his claim that it was Star approved; however, it was the wrong model from the one that SDGE states The claim that I was supposed to go and look at the box to see if I was being CHEATED" is ridiculous and the statement that the employee is no longer there has no bearing since there was a WITNESS; the young man, [redacted] who did all the work and he lives in [redacted] ; I talked to him at length while he installed the pipes So they can talk to himObviously the employee that was let go behaved in such a manner as to warrant his being fired or dismissed; that's proof enough Don't you think? I do deserve a refund and perhaps this is a good company and just hired a bad apple; he should have been closely monitoredI know that he is from [redacted] ***, he had arrived here not long ago and I have more information since he was a nonstop talker Please proceed with this case and thank You[redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
TO:  Revdex.comResponse:I can see the reason for that employee to be let go since evidently is totally unethical; I signed the acceptance of the [redacted] water heater based on his claim that it was Star approved; however, it was the wrong model from the one that SDGE states .  The claim that I was supposed to go and look at the box to see if I was being CHEATED" is  ridiculous and the statement that the employee is no longer there has no bearing since there was a WITNESS; the young man, [redacted] who did all the work and he lives in [redacted]; I talked to him at length while he installed the pipes.  So.....  they can talk to him. Obviously the employee that was let go behaved in such a manner as to warrant his being fired or dismissed; that's proof enough Don't you think?  I do deserve a refund and perhaps this is a good company and just hired a bad apple; he should have been closely monitored. I know that he is from [redacted], he had arrived here not long ago and I have more information since he was a nonstop talker.  Please proceed with this case and thank You.[redacted]

This is in response to complaint number [redacted]. I wanted to start off by apologizing to the Revdex.com and Mrs. [redacted] for the delay in responding to the complaint that has been brought forward. We have been diligently reviewing the information in the complaint and our own records to produce a fair...

resolution to the desired settlement requested.  We are very sorry for the experience that Mrs. [redacted] had and appreciate the opportunity to respond. Unfortunately, the technician that installed the water heater in your home was let go from our company shortly after the install of your water heater took place. After the install of the water heater, Mrs. [redacted] called in and stated that she had requested a star rated water heater and she was unable to receive her rebate because the unit we installed was not star rated. We pulled up her invoice and under the area where the technician described the work, there was nothing stating that the customer had requested a star rated water heater. Our company policy states that once the customer and technician have reviewed the options for services and the customer has made a decision on what they would like have done, the technician fills in the description of work that will be completed and the agreed upon price. Once the customer reviews the description of work to be completed and everything is satisfactory, the customer signs a waiver and the work can begin. Then after all the work is complete, the customer signs that the work the technician is completed to their satisfaction. Mrs. [redacted] signed the waiver and the line that she was satisfied with the work that was completed. With the technician no longer being employed with our company and not hearing his side of the story, we still wanted to act in good faith and send Mrs. [redacted] her rebate. I do concede that the payment took a little bit of time to process but we continuously reassured Mrs. [redacted] that her payment would be coming in the mail and we had indeed sent in her extended warranty to the water heater company for processing. Mrs. [redacted] called in to the office on Friday, 7/08/16, stating that if her rebate check was not in her mail box by 7/11/16 that she would be sending a complaint to the Revdex.com. We put a check in the mail the same day and since our office is in the same area she lives; she should have received the check by Saturday or Monday at the very latest. A few days later we were met with a complaint regardless of sending the check as she had asked. Being that Mrs. [redacted] has signed the invoice saying that she agreed for the work to begin and was satisfied with its completion, we cannot refund any money or exchange the water heater for a new one. We feel that refunding the amount of the rebate was a fair resolution to the situation. Thank you.