A Touch of Clean

We are very disappointed you did not have a good experience with our company because we rely heavily on the satisfaction of our customers We are glad you acknowledged our commitment to come and make the job right if ever there is an issue In this situation, we did offer to come back and fix the areas you were not pleased with, however though you initially accepted this offer, we were unable to come out because you later recanted the acceptance of the offerWhen we followed up with you on the day the work was completed, we indicated that our employees said they had left your home later than anticipated because they had been asked, by you, to do extra work above what was stated in our agreement.You acknowledged you did a walk through after the work was completed and stated you were satisfiedYou stated the employees were friendly and polite and that you had given them a tip of $each after the work was completedWe take great pride in being a green company as such, our employee should not have asked you to buy bleach and we will gladly reimburse you for the purchase of the bleachRegarding the toilet brush, which was left in your home, our customers normally provide them because, for sanitary reasons, we do not travel with toilet brushes.In regards to the linoleum floors, you indicated one of our employees “vigorously cleaned” it, however you mistakenly thought they would be able to make like-new the discolored grout looking areas of the linoleum floorsWe called you and left you a voicemail message indicating we had discussed your situation and had come to a conclusionWe asked that you call us back, however we did not hear back from you, instead you chose to lodge this complaintHad you called us back you would have been informed that we were agreeable to providing you the $reimbursement you requested Again we greatly apologize that you did not experience our standards of excellenceWe would truly value the opportunity to come out and make it right by addressing the areas of concern however, if you prefer the $reimbursement, we will gladly provide that to youIf you choose the reimbursement, we will issue that to you by cheque and mail it to you within one business day of receiving the request

I can understand your urgency in this matter At No time were we blowing you off The simple fact is that when you called us on that date we were closed We post our hours on our website, Facebook, paperwork as well as other social media sources that we are Open Tuesday through Saturday That Tuesday morning when we opened at 10am we attempted to reach you by telephone as well as email It was explained to you when you had this problem that there was an interference with the radio signal from another local source near your location We replace your remote and reprogramed the radio signal per the manufacture instructions at NO Charge to you In March you explained the unit malfunctioned again and per the manufacturer instruction we sent you the procedure on how to modify the radio frequency Up till this point we were unaware of any continued problems I have spoken to the manufacturer and I would like to resolve this issue for you at no cost to you as soon as possiblePlease contact me at [redacted] ***

Dear Customer As I explained in the last post we can only cover parts that a manufacturer deems a warranty and a replacement of pilot is not grounds for replacement of the unit. On 1/**/our NFI gas tech went to your home to replace the defective pilot at no cost to you. When testing the pilot if was found that the line that feeds the pilot was bent and needed to be replaced so the tech got one from the truck and replace the feed line at no cost to you. At no time was there gas leaked into the home. First of all the fireplace and gas was turned off. With no fire on a pilot assembly and no gas in the fireplace there is no gas to be released from a valve. Also this is a direct vent gas fireplace, completely sealed and air from the firebox cannot get into the home. This in fact is the entire reason why we provide the free start up service to all gas fireplaces that are installed. This ensures your unit is safe and working properly. This unit has been tested by the tech and is functioning properly and to the specs put out by the manufacturer. Also I understand you were having problems with the unit turning on by itself and it was determined you had the remote on thermostatic mode. This is another reason why we start the unit up for the customer showing them how to use the remote. Your unit is up and functioning properly. Please contact us if you experience any problems or to answer any other questions you may haveMGT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I purchased this NEW fire insert for just under $ When purchasing a product such as this it should be delivered and installed whole, not broken After many, many conversations with Main Street fireplace and the rep from the manufacturer I was inform d that I would never get a new product replacement Today, 1/**/17, Main Street fireplace repair man came to my house He proceeded to use two different pilot assemblies as the first was broken This is not even the worst part After hours at my house it was discovered that there is a hole in the gas line in the insert; it seems that my family and home could have blown up at any time in the last weeks as gas was leaking out The Whole time while waiting for a resolutionImagine that For the past weeks propane gas has been leaking into my home!The repairman, carl told my husband that he guesses it wasn't a good day in the factory for Mendoza when they made this unit!I spoke with Rick, Mendota's representative in the manufacturer days ago, he was also not helpful and insisted I not receive a new unit but repairs
At this time I do not trust this item and want and feel a NEW unit should be replacing the old What do I have to do get blown up in the tampered up pipe? I paid $For a new item and have gotten a broken, dangerous gas insert!
I want a new unit, I feel it is not trustworthy to be operating correctly, please assist me in resolving this. *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Dear Valued Customer I was surprised by this complaint. I was just in touch with you on 1/*/and explained we would take care of any problems you had with your new fireplace with NO cost incurred by you. Main Street Stove & Fireplace being the largest
Multiline dealer here on Long Island stands 100% behind our manufacturer warranties and we service everything we sell. Fortunately you simply need a replacement part that was damaged from manufacturing. This was gone over with you by the manager and by the representative from the manufacturer. The Manufacturer would not let me replace a unit for a simple part that is considered consumable by most manufactures. Moreover I was also surprised you stated that no one explained the Staprocess by an NFI gas Tech to you. This is a free Service with install that is provided to our customers. Our paperwork shows this was explained to you in mid-November and you signed our procedures form three times and that you understood the entire process. I do apologize for any inconvenience with this process but this is to ensure your unit is working and is tested for safe and proper function. Rest assured the parts are ordered and as soon as they arrive we will schedule the service tech to address the issues you have. If you have any problems please contact us so we can address them promptly.MGT

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***. We conditionally accept their offer to provide a 2nd new remote. We are currently waiting for a commitment that should this new = 2nd remote, not rectify the safety matter, the until will be replaced. I am reserving my right to open another complaint should this matter not be resolved to our complete satisfaction
*** ***

I can understand your urgency in this matter.  At No time were we blowing you off.  The simple fact is that when you called us on that date we were closed.  We post our hours on our website, Facebook, paperwork as well as other social media sources that we are Open...

Tuesday through Saturday.  That Tuesday morning when we opened at 10am we attempted to reach you by telephone as well as email.   It was explained to you when you had this problem that there was an interference with the radio signal from another local source near your location.  We replace your remote and reprogramed the radio signal per the manufacture instructions at NO Charge to you.  In March you explained the unit malfunctioned again and per the manufacturer instruction we sent you the procedure on how to modify the radio frequency.  Up till this point we were unaware of any continued problems.  I have spoken to the manufacturer and I would like to resolve this issue for you at no cost to you as soon as possible. Please contact me at [redacted]

Further to our conversation earlier today, I would like to reiterate that for legal and accounting reasons it is not within our policy to do money transfers. You mentioned that we could send cash to the Revdex.com and have them present it to you. I contacted the Revdex.com and was told that is is not within their policy to facilitate the transfer any money or financial transactions.You said you do not have a bank account and that is the reason you cannot accept cheques. Perhaps the institution that process your e-transfer can also process the cheque and give you cash. Again our method of refund is only by cheque and would appreciate it if you could let us have your decision regarding this matter so we prepare the cheque and mail it to you.

We are very disappointed you did not have a good experience with our company because we rely heavily on the satisfaction of our customers.  We are glad you acknowledged our commitment to come and make the job right if ever there is an issue.  In this situation, we did offer to come back...

and fix the areas you were not pleased with, however though you initially accepted this offer, we were unable to come out because you later recanted the acceptance of the offer. When we followed up with you on the day the work was completed, we indicated that our employees said they had left your home later than anticipated because they had been asked, by you, to do extra work above what was stated in our agreement.You acknowledged you did a walk through after the work was completed and stated you were satisfied. You stated the employees were friendly and polite and that you had given them a tip of $10 each after the work was completed. We take great pride in being a green company as such, our employee should not have asked you to buy bleach and we will gladly reimburse you for the purchase of the bleach. Regarding the toilet brush, which was left in your home, our customers normally provide them because, for sanitary reasons, we do not travel with toilet brushes.In regards to the linoleum floors, you indicated one of our employees “vigorously cleaned” it, however you mistakenly thought they would be able to make like-new the discolored grout looking areas of the linoleum floors. We called you and left you a voicemail message indicating we had discussed your situation and had come to a conclusion. We asked that you call us back, however we did not hear back from you, instead you chose to lodge this complaint. Had you called us back you would have been informed that we were agreeable to providing you the $30 reimbursement you requested.  Again we greatly apologize that you did not experience our normal standards of excellence. We would truly value the opportunity to come out and make it right by addressing the areas of concern however, if you prefer the $30 reimbursement, we will gladly provide that to you. If you choose the reimbursement, we will issue that to you by cheque and mail it to you within one business day of receiving the request.

Complaint: [redacted]
I am rejecting this response because I have already told the business owner that I cannot accept cheques.  As stated in my email response to the business, I can accept cash  since I paid in cash and will be happy to meet at a neutral landmark location to receive the refund in person.  I have already proposed a date, time, and location to meet for the refund.  The business owner refused my proposition and gave no reason for the refusal or even offered an alternative.
Sincerely,
[redacted]