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925 Designs Reviews (3)

March 8, 2018Revdex.com Holiday Drive, Suite Pittsburgh, PA 412-456-2700Re: Response to Complaint [redacted] Attn: [redacted] ,Opening:it is not surprising that this customer continues to badger us with complaints at every place they can think of, Social Media, Angie's List, and now the Revdex.com seven years laterLet me start by saying we have done everything for this customer that could be expected of us and much morel The thing this customer doesn't seem to understand is the manufacture is responsible for the product they release for public sale, not the dealership that sold unknowingly, a faulty productThis customer should have gone after the manufacture within the first three years of ownership; we would have supported them in their caseSeven years later, they don't have a caseCompare this case to that of the Automotive Lemon Law, a plaintiff sues the manufacture of the lemon vehicle, NOT the dealership that sold it! Why this customer thinks we should bail out the factory for their irresponsibility to stand behind their product, we don't have the answerBut surely we cannot financially eat the costs on every faulty product that comes through our dealershipIf this were the case, at what point would the manufacture become responsible for its own products? I think the Revdex.com should understand our situation and find Gary & Sons to be non-negligent or responsible for a product we did not manufacture!Our Actions:The [redacted] Company was always one of the most respected HVAC manufacturers in the businessThat's why Gary & Sons, Incchose to be the dealership in this areaWe maintained a good business relationship for many years, until we began to have reliability issues with the [redacted] products.As a [redacted] dealer, we took great pride in being able to provide a quality product along with great customer serviceWe were deeply disappointed when [redacted] decided not to stand by their dealerships including us when the dependability of their products started becoming a major issueWe cut the [redacted] products from our available product line as soon as we recognized that the service calls had become what we felt to be, excessiveThis was no comfort to our customers that have already purchased [redacted] equipment but in actuality we should not be held responsible for a product Gary & Sons, Incpurchased and sold in good faithGary & Sons, Incdid everything a dealer could do, including answering every call professionally and putting as much pressure on the [redacted] manufacture as we possibly couldWe were able to resolve all issues with this customer's boiler and we were able to utilize the warranty on the product for the full five year period, causing no extra billing to the customerThe only extra billing this customer received was for items such as annual maintenance, non-covered? warranty items, and services performed after the warranty period had expired, it is unreasonable to expect cost-free services beyond the warranty period.We regret that this customer has continued to have problems with her system, but believe that we did everything we reasonably could to keep her system operatingWe even offered to install a new Lennox system, waiving all labor and installation charges, but she has since decided to purchase a system from another dealership.Sincerely,Kurt W [redacted] Service Manager & Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Firstly, the business FAILED to meet expectations. My/our expectation was to have a reliable boiler. After almost three dozen (i.e34) service calls, it was still not operating properly. We exhibited exceptional patience, and spent a lot of money (over $15,000) for the boiler, parts and labor. In addition to the inconvenience and expense, we suffered great stress not knowing when it would fail again.I refute the business' assertion that I "badgered" it on social media or elsewhere. I do not post to any social mediaHowever, I gave a completely accurate and factual review on Angie's List, which stated that deficiencies of the boiler and the many futile attempts by Gary & Sons to repair. (I admit that the business generally responded professionally to my numerous service calls.)I reject that notion that this situation is similar to the "auto lemon law." There is no such "law" for consumers aside from the auto industry. I DID contact the manufacturer after 2-1/ years to seek relief, but never received a response. What must be noted is that Gary & Sons recommended this brand (***), and won the bid from me based on its assertion that it stood behind any product it sold and installed. Gary & Sons did not do this.As it admitted many times, Gary & Sons knew early on that this was a defective product. Its Sale Manager bought the same brand and soon replaced it. As the business admits, it experienced difficulty in dealing with its supplier, i.e***, such that it soon terminated the relationship. So, how was I as a consumer to be able to deal with ***.I also dismiss Gary & Sons assertion that it offered to replace the boiler. It was only recently that Gary & Sons bid to replace it (after almost years of continuous failures). Although it stated that its bid was "discounted" to eliminate labor cost, this is not credible. We accepted a bid from another HVAC contractor that was similar in price and with a comparable boiler. (In addition, the other contractor offered to "clean up" the purported "mess" of pipes, etc.) Essentially, Gary & ons did not offer anything to remedy the situation.I could specify much more, but this seems to be enough. The bottom line is that I expected a reliable boiler for the money I spebtI did not get what I expected. I further believe that I was much more patient and tolerating than most any other consumer. I believe that soon after the numerous service calls in the first year of use, Gary & Sons should have replaced what it sold with another, reliable model of boiler
Regards,
*** ***

March 8, 2018Revdex.com Holiday Drive, Suite Pittsburgh, PA 412-456-2700Re: Response to Complaint ***Attn: *** *** ***,Opening:it is not surprising that this customer continues to badger us with complaints at every place they can think of, Social Media,
Angie's List, and now the Revdex.com seven years laterLet me start by saying we have done everything for this customer that could be expected of us and much morel The thing this customer doesn't seem to understand is the manufacture is responsible for the product they release for public sale, not the dealership that sold unknowingly, a faulty productThis customer should have gone after the manufacture within the first three years of ownership; we would have supported them in their caseSeven years later, they don't have a caseCompare this case to that of the Automotive Lemon Law, a plaintiff sues the manufacture of the lemon vehicle, NOT the dealership that sold it! Why this customer thinks we should bail out the factory for their irresponsibility to stand behind their product, we don't have the answerBut surely we cannot financially eat the costs on every faulty product that comes through our dealershipIf this were the case, at what point would the manufacture become responsible for its own products? I think the Revdex.com should understand our situation and find Gary & Sons to be non-negligent or responsible for a product we did not manufacture!Our Actions:The *** Company was always one of the most respected HVAC manufacturers in the businessThat's why Gary & Sons, Incchose to be the dealership in this areaWe maintained a good business relationship for many years, until we began to have reliability issues with the *** products.As a *** dealer, we took great pride in being able to provide a quality product along with great customer serviceWe were deeply disappointed when *** decided not to stand by their dealerships including us when the dependability of their products started becoming a major issueWe cut the *** products from our available product line as soon as we recognized that the service calls had become what we felt to be, excessiveThis was no comfort to our customers that have already purchased *** equipment but in actuality we should not be held responsible for a product Gary & Sons, Incpurchased and sold in good faithGary & Sons, Incdid everything a dealer could do, including answering every call professionally and putting as much pressure on the *** manufacture as we possibly couldWe were able to resolve all issues with this customer's boiler and we were able to utilize the warranty on the product for the full five year period, causing no extra billing to the customerThe only extra billing this customer received was for items such as annual maintenance, non-covered? warranty items, and services performed after the warranty period had expired, it is unreasonable to expect cost-free services beyond the warranty period.We regret that this customer has continued to have problems with her system, but believe that we did everything we reasonably could to keep her system operatingWe even offered to install a new Lennox system, waiving all labor and installation charges, but she has since decided to purchase a system from another dealership.Sincerely,Kurt W***Service Manager & Owner

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Address: 16788 21 Mile Road, Macomb Township, Michigan, United States, 48044

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