5 Star Ventilation

I am writing this email in response to the Waters residence at *** *** ** *** * ** *** *** had inquired about our special we were running in the area for her chimney to get cleanedOn 10/**/we cleaned and inspected the chimney on the date of service and also informed
*** *** that she needed quiet a bit of workShe confirmed to have the work done right away after getting confirmation from her sonWe completed all of the work on that dayOn or about 10/**/we received a call from *** *** a few days later that the invoice wasn't properly broken down and we had sent her times a detailed invoice enclosed in this response.As far as *** *** and her son being “scared” of us, that does not make any sense! We have not given any reason for her to be scared of us and we have tried numerous times to resolve this issue with her sonWe sent over a senior technician to inspect the work further and found no problems with the work preformed She is clearly in her right state of mind, and company policy is that when dealing with a senior citizen we always ask to speak to children, if they decline for us to contact anyone we do not want to insult the customer by pushing the subjectIf the technician feels that a customer is not in her right state of mind we will not do any type of work until we can contact someone to go over the work Please understand we do not discriminate customers due to their ageWe service customers of all ages and try as hard as possible to steer clear of seniors due to issues with children trying to blame work not authorized due to their age

We never leave a customers house without giving them an invoice. A Breakdown was provided to Waters residence shortly after, when they had called and wanted a line by line break down of the work preformed. We've emailed the Waters and they keep responding that we want a break down. We've included the breakdown in this response to her complaint. We've even sent a site supervisor to make sure all of the work was done to accordingly and found nothing wrong with the job.In closing, we do offer discounted ventilation system cleanings via phone. Direct contact telephone solicitation is a form of marketing which is perfectly legal and used by Fortune 500 companies worldwide. The facts is, despite our marketing efforts to complete work on ventilation systems that are needed, we do very little additional work when compared with the number of cleaning jobs we provide. Customers are often surprised that their systems require much more work than a simple cleaning. We are required to point out any damage we discover and allow them to make an informed decision. In 100 cleanings, we may provide additional services to perhaps 25 of them. We do not have a "closed door" policy when it comes to dealing with complaints. The actual price charged per foot for the amount of work completed on this job was well within the industry standards. We did provide more than a lining system.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
 This letter is not true because:
 
1. I never "inquired" about their
services. I received a telemarketing call about a special for chimney cleaning.
 
2.  I
am a recent widow with no children, so I did not consult with a "son"
or anyone else.
 
3. I was very vocal to the technician that
I could NOT afford what they were proposing. He told me that nothing was a true
emergency rather that down the time line I may have issues.
4. 
After the two men completed the work I approved: chimney & furnace
inspection, new tamper and waterproofing of my chimney, I was given a bill that
blew me away.  So far from what was told
to me I started immediately crying.  I
told him I m on a fixed income, my husband just died 4 months ago and this
scope of work was not a possibility. I immediately asked for a breakdown of
cost and work to justify this inflated bill. 
Instead I was left with a page of guarantees of work.  The technician said the office would send me
an itemized bill.  I never received one
and had to call repeated for one. (See attached for what I received.)  The women on the phone were hostile and
condensing and wouldn't hear my complaints no matter how hard I tried to have
my issues heard.
 
5  I
made numerous calls about my discrepancies over the bill and work that wasn't
authorized and it took months to finally have them send a "senior
technician" to inspect the work completed. My complaint was that it was
never authorized in the first place. 
This fell on deaf ears. The "sneior technician" told me the
"head office" would be in touch. 
They never contacted me and I finally decided to submit a claim to the
Revdex.com.
 
6.  I
am NOT a senior citizen. I'm a 46 year old college educated women, a former
Vice President of Sales. I have NO children and no one from the company spoke
to any of my family members. I was home alone with my dog - that's it.
 
 
 
 
Sincerely,
[redacted]