I do not accept this answer from Beverly due to many reasonsThe 1st reason is they told me my furnace was not registered & therefore must of been bought & then installed by a *** *** handyman & not a certified HVAC companyI learned the truth to this when I went on Amana website & did a little researchI found the company that did the original install, not Beverly, up to this point they were still telling me they had no idea who did they install 2nd - They wanted me to pay an $service charge to properly diagnose it AFTER they had been out to my house SEVERAL times in the last few months & should have properly diagnosed the problems it was having, even if it was something not covered under warrantyI still should of been told what it would take for my furnace to properly function & then I could have decided to pay for the work or notProblem is every time a new technician came out I was told a different reason for it not working from the size of the unit, to the kind of filters being used & finally the duct workWhich one is it??? Since my warranty ended on 10/31/I had to keep using Beverly for the day recallAnother company wouldn't of been covered3rd lie - The service manager Dave told me that after looking over all the service calls they believe it has to do with the duct work but that I didn't have duct work as part of my warrantyI called *** & spoke with a rep who told I absolutely had duct work as part of my warranty & it would have been coveredDave told me he was an employee of the warranty company & not Beverly so shouldn't this of been easy information for him to verify? Do they really think that they can keep telling me anything that sounds good & I'll believe it? 4th lie - I called days AFTER the last day recall period ended & *** would not send another recallAt that point I contacted the company myself to see if they would come out for free to diagnose it (good customer service) & was told they would come out for $85! What about having good customer service skills? Wouldn't you rather have a customer for life instead of just during a warranty period? Beverly was already paid over $1,from ***Why couldn't they offer to send a senior tech with the VP when I called for the 1st time in JanuaryWhy did it take ALL of this before they offered those services for free? At this point I have NO faith in any of Beverly's service men to properly diagnose/repair my unit & have opted to use another companyI want to warn others about the TRUTH of dealing with this companyBy the way, the new company I contracted does not work with any home warranty companies & said they usually pick the bottom of the barrel to contract services out toI believe this to be trueBeverly is definitely at the bottom in terms of customer service, knowledge, & trustworthiness! Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
The work has been completed at this time, by our licensed plumber. We have called down to the health department asking for the work to be inspected. We cannot set the inspectors schedule and cannot force them to come out the same day the work is completed. The process of starting the...
work was delayed slight because of paperwork that has to be filed with the health department as well. Beverly Services plumbing department has to operate under a governing body of the [redacted] County Health Department. We filed the paperwork, and paid the fees when [redacted] signed off on the work and paid her deposit. We strive to service our customers as promptly and professionally as possible within the means of the authority that oversees and inspects the work. At the current time Beverly Services has completed the work as far as possible, until the work is inspected by the county. [redacted] has been called in by our master plumber and we are waiting to hear from the inspector. I have once again spoke to our master plumber and he will call tomorrow morning, between the hours of 8:00am - 9:00am. These are the only hours they accept phone calls, these hours are also severely limiting our ability to effectively communicate with [redacted]. As a courtesy we will once again call [redacted] and communicate this with her, as discussed with her on Monday 1-18-16 as well. After speaking to the [redacted] on 1-20-16 we will call [redacted] again to let her know where this project currently stands.
Beverly Services reviewed the letter and contacted the customer to verify she received the copy of the contract in attempt to get the installation scheduled. The signature was received late Wednesday 11/30/2016. The installation of the furnace is scheduled for...
12/1/2016. Due to the customer’s dissatisfaction, we are willing to complete the installation and ensure the customer is completely satisfied before collecting the balance due. In regards to the maintenance that was done on the old furnace that will be coming out of the house, Beverly Services is willing to refund the cost for that service of $99.95 and this can be applied to the balance due. Beverly Services reached out to the customer to arrange for her to get a dehumidifier installed and has an appointment set up with a consultant already for 11/30/2016 in the evening. Also, the customer requested to dispose of her old furnace and Beverly Services agreed for her to do this giving her a $100 credit off the balance due as well. Follow up will be made with the customer to ensure she gets all necessary receipts emailed or mailed to her for her records after installation is complete. Beverly Services apologizes for any inconvenience that has been made to Cheryl Hajduk and hope that we can continue to do business in the future.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Beverly Plumbing did call me today 1/20/2016 and said the work is complete. I asked for a copy of the signed [redacted] paperwork and gave Beverly my email to send the documentation. Once I receive the documentation then I'll know for sure the work is complete and signed off on by [redacted]. Until then this is still and open case
Regards,
[redacted]
Beverly Services made the decision to terminate Maintenance Plus contracts due to the rising costs of labor and parts. The contract was on a yearly basis and states it can be terminated by either party upon thirty days of written notice. All customers were notified of this change by a written...
letter that was mailed out with their bill when it took effect two years ago. The price difference reflects the current price of our standard maintenance agreement. Our standard Maintenance Agreement offers most of the benefits that the Maintenance Plus Agreement had , including one cleaning per unit per year, priority service during emergency situations, as well as 10% off repairs on plumbing, heating, cooling, or electrical services. It simply has no parts or labor coverage. Beverly Services does not offer any type of refund for the past years, as the customer still received the cleaning, priority service, and the parts and labor coverage during that particular year.
Beverly Services first serviced [redacted]’s furnace through [redacted] home warranty on 10/4/2016, where we diagnosed that the limit switches needed replaced. They were a special order part and we did have to return on 10/6/2016 to replace them, and upon completion the furnace was heating properly. ...
Our third visit was on 10/11/2016, where we sent a senior technician out and he adjusted the gas pressure and actually determined this furnace is slightly oversized for this home. The 4th technician found corrosion that caused the primary and secondary heat exchangers to fail and need replacement. On 11/1/2016, we replaced the heat exchangers and everything tested out properly. On 11/23/2016, the technician stated the air flow was poor and advised a silicone fiber filter. The last visit was on 12/5/2016, where the technician arrived and everything was operating properly and found no problems. The customer’s policy with her home warranty company expired on 10/28/2016. We have a 30 day potential recall period with [redacted] home warranty, after that we require a new dispatch be sent over. The customer contacted us on 1/17/2017, which was out of the recall period time frame. Her home warranty company would not send a recall over because her policy expired which is out of our control. We researched that the unit has a 5 year parts warranty on it through the manufacturer, and located the company that installed the furnace which was on 3/21/2011. When Beverly Services came out for each visit, the diagnoses were called into [redacted]’s home warranty company and they determine what repairs are covered and not covered. When the customer contacted us again, we did let her know there was an $84.95 diagnostic charge for us to come out again to determine what needs to be repaired or replaced on the furnace. After the customer notified us that her home warranty company told her she had duct work coverage, we verified with our home warranty regional representative since it was not identified on the dispatch they provided us with, and agreed to come out at no charge with one of our senior technicians and the vice president of the company. We did let her know that if there was a minor repair that we would cover this at no charge. The customer did not agree to this and stated she no longer needs our services. At any time during our diagnoses, the customer had the option to get a second opinion from another company through her home warranty company. It is out of our control that her policy with the home warranty company has lapsed and she does not have coverage through [redacted] anymore. We followed the 30 day recall period guideline policy we have with her home warranty company and offered a no charge visit in good faith to the customer. Beverly Services is still willing to send our senior technician and our vice president out to thoroughly review her system and to come up with a resolution to get the equipment working properly. This visit still is offered to Lisa at no charge, but we feel it is unreasonable to assume we are going to pay for a different company to come out when she will not lets us back in to take a more in depth look at the system.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Beverly Services is a flat rate company. Our pricing includes our overhead, general liability and workman’s compensation insurance, vehicle and gas costs, inventory costs, the material and parts costs used on the job, the material and parts acquisition costs, our technician’s labor and...
benefits costs (this includes the technicians time on the job as well as his time traveling to and from the job), and of course profit. It is not our company policy to breakdown our costs to the customer. We always quote the customer a hard price prior to starting work, which we did in this case. The customer agreed to the pricing before the we started the repair and authorized our company to make the repair. The job was completed in a timely fashion and the customer’s system is now working properly. Upon further review we find our pricing of $823.00 to be appropriate for the work completed, especially due to the fact that it was performed within a crawl space with limited access underneath the home. Our standard (not itemized) receipt was mailed to the homeowner on August 31st, 2016.
Beverly Services spoke with customer directly in attempt to resolve this issue. Mr. [redacted] has not had another company out yet to resolve their plumbing problems. At this point, Beverly Services offered a courtesy visit with our master plumber to review the diagnostics of the...
last trip and determine the next steps to get this problem resolved moving forward. The appointment is set up in the afternoon for 12/29/16. The customer was not charged any additional fees for us to come back, and the master plumber unclogged sewer at house trap inside basement by sump pit. The customer is satisfied and the plumbing problem is now resolved. Our master plumber advised to the customer that if the problem continues then additional diagnostic may be needed, and we asked the customer to call us directly if they need anything moving forward.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. On Mon, Feb 1, 2016 at 8:58 AM, [redacted]> wrote:received necessary papers. Thank you for your help.I am considering this closedThank you[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Beverly Services contacted customer directly to resolve the issue. We explained to the customer that there are many different reasons as to why the screen is blank. We offered to do a yearly maintenance on his furnace while we were out since it has not been serviced since 2014 and the...
customer declined. We offered Mr. [redacted] a full refund for $84.95 for today’s trip since he was not 100% satisfied with the visit and service he received today. The customer accepted and the check will be voided.
Beverly Services truly apologizes for the inconveniences
to the customer, we have reached out and have come to a resolution.
After further review, we apologized to the customer for the prolonged
time frame of receiving the estimate. The electrician recalls...
the
information and remembers a set being mailed out to the customer. The
customer was contacted and was offered a discount off the repairs due to the
inconveniences of attempting to receive the estimate. The estimate
was mailed on 7/22/2016. There will be follow up next week to make sure
the customer received the paper copies in hand.
I do not accept this answer from Beverly due to many reasonsThe 1st reason is they told me my furnace was not registered & therefore must of been bought & then installed by a *** *** handyman & not a certified HVAC companyI learned the truth to this when I went on Amana website & did a little researchI found the company that did the original install, not Beverly, up to this point they were still telling me they had no idea who did they install 2nd - They wanted me to pay an $service charge to properly diagnose it AFTER they had been out to my house SEVERAL times in the last few months & should have properly diagnosed the problems it was having, even if it was something not covered under warrantyI still should of been told what it would take for my furnace to properly function & then I could have decided to pay for the work or notProblem is every time a new technician came out I was told a different reason for it not working from the size of the unit, to the kind of filters being used & finally the duct workWhich one is it??? Since my warranty ended on 10/31/I had to keep using Beverly for the day recallAnother company wouldn't of been covered3rd lie - The service manager Dave told me that after looking over all the service calls they believe it has to do with the duct work but that I didn't have duct work as part of my warrantyI called *** & spoke with a rep who told I absolutely had duct work as part of my warranty & it would have been coveredDave told me he was an employee of the warranty company & not Beverly so shouldn't this of been easy information for him to verify? Do they really think that they can keep telling me anything that sounds good & I'll believe it? 4th lie - I called days AFTER the last day recall period ended & *** would not send another recallAt that point I contacted the company myself to see if they would come out for free to diagnose it (good customer service) & was told they would come out for $85! What about having good customer service skills? Wouldn't you rather have a customer for life instead of just during a warranty period? Beverly was already paid over $1,from ***Why couldn't they offer to send a senior tech with the VP when I called for the 1st time in JanuaryWhy did it take ALL of this before they offered those services for free? At this point I have NO faith in any of Beverly's service men to properly diagnose/repair my unit & have opted to use another companyI want to warn others about the TRUTH of dealing with this companyBy the way, the new company I contracted does not work with any home warranty companies & said they usually pick the bottom of the barrel to contract services out toI believe this to be trueBeverly is definitely at the bottom in terms of customer service, knowledge, & trustworthiness! Regards,
*** ***
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***
The work has been completed at this time, by our licensed plumber. We have called down to the health department asking for the work to be inspected. We cannot set the inspectors schedule and cannot force them to come out the same day the work is completed. The process of starting the...
work was delayed slight because of paperwork that has to be filed with the health department as well. Beverly Services plumbing department has to operate under a governing body of the [redacted] County Health Department. We filed the paperwork, and paid the fees when [redacted] signed off on the work and paid her deposit. We strive to service our customers as promptly and professionally as possible within the means of the authority that oversees and inspects the work. At the current time Beverly Services has completed the work as far as possible, until the work is inspected by the county. [redacted] has been called in by our master plumber and we are waiting to hear from the inspector. I have once again spoke to our master plumber and he will call tomorrow morning, between the hours of 8:00am - 9:00am. These are the only hours they accept phone calls, these hours are also severely limiting our ability to effectively communicate with [redacted]. As a courtesy we will once again call [redacted] and communicate this with her, as discussed with her on Monday 1-18-16 as well. After speaking to the [redacted] on 1-20-16 we will call [redacted] again to let her know where this project currently stands.
Beverly Services reviewed the letter and contacted the customer to verify she received the copy of the contract in attempt to get the installation scheduled. The signature was received late Wednesday 11/30/2016. The installation of the furnace is scheduled for...
12/1/2016. Due to the customer’s dissatisfaction, we are willing to complete the installation and ensure the customer is completely satisfied before collecting the balance due. In regards to the maintenance that was done on the old furnace that will be coming out of the house, Beverly Services is willing to refund the cost for that service of $99.95 and this can be applied to the balance due. Beverly Services reached out to the customer to arrange for her to get a dehumidifier installed and has an appointment set up with a consultant already for 11/30/2016 in the evening. Also, the customer requested to dispose of her old furnace and Beverly Services agreed for her to do this giving her a $100 credit off the balance due as well. Follow up will be made with the customer to ensure she gets all necessary receipts emailed or mailed to her for her records after installation is complete. Beverly Services apologizes for any inconvenience that has been made to Cheryl Hajduk and hope that we can continue to do business in the future.
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Beverly Plumbing did call me today 1/20/2016 and said the work is complete. I asked for a copy of the signed [redacted] paperwork and gave Beverly my email to send the documentation. Once I receive the documentation then I'll know for sure the work is complete and signed off on by [redacted]. Until then this is still and open case
Regards,
[redacted]
Beverly Services made the decision to terminate Maintenance Plus contracts due to the rising costs of labor and parts. The contract was on a yearly basis and states it can be terminated by either party upon thirty days of written notice. All customers were notified of this change by a written...
letter that was mailed out with their bill when it took effect two years ago. The price difference reflects the current price of our standard maintenance agreement. Our standard Maintenance Agreement offers most of the benefits that the Maintenance Plus Agreement had , including one cleaning per unit per year, priority service during emergency situations, as well as 10% off repairs on plumbing, heating, cooling, or electrical services. It simply has no parts or labor coverage. Beverly Services does not offer any type of refund for the past years, as the customer still received the cleaning, priority service, and the parts and labor coverage during that particular year.
Beverly Services first serviced [redacted]’s furnace through [redacted] home warranty on 10/4/2016, where we diagnosed that the limit switches needed replaced. They were a special order part and we did have to return on 10/6/2016 to replace them, and upon completion the furnace was heating properly. ...
Our third visit was on 10/11/2016, where we sent a senior technician out and he adjusted the gas pressure and actually determined this furnace is slightly oversized for this home. The 4th technician found corrosion that caused the primary and secondary heat exchangers to fail and need replacement. On 11/1/2016, we replaced the heat exchangers and everything tested out properly. On 11/23/2016, the technician stated the air flow was poor and advised a silicone fiber filter. The last visit was on 12/5/2016, where the technician arrived and everything was operating properly and found no problems. The customer’s policy with her home warranty company expired on 10/28/2016. We have a 30 day potential recall period with [redacted] home warranty, after that we require a new dispatch be sent over. The customer contacted us on 1/17/2017, which was out of the recall period time frame. Her home warranty company would not send a recall over because her policy expired which is out of our control. We researched that the unit has a 5 year parts warranty on it through the manufacturer, and located the company that installed the furnace which was on 3/21/2011. When Beverly Services came out for each visit, the diagnoses were called into [redacted]’s home warranty company and they determine what repairs are covered and not covered. When the customer contacted us again, we did let her know there was an $84.95 diagnostic charge for us to come out again to determine what needs to be repaired or replaced on the furnace. After the customer notified us that her home warranty company told her she had duct work coverage, we verified with our home warranty regional representative since it was not identified on the dispatch they provided us with, and agreed to come out at no charge with one of our senior technicians and the vice president of the company. We did let her know that if there was a minor repair that we would cover this at no charge. The customer did not agree to this and stated she no longer needs our services. At any time during our diagnoses, the customer had the option to get a second opinion from another company through her home warranty company. It is out of our control that her policy with the home warranty company has lapsed and she does not have coverage through [redacted] anymore. We followed the 30 day recall period guideline policy we have with her home warranty company and offered a no charge visit in good faith to the customer. Beverly Services is still willing to send our senior technician and our vice president out to thoroughly review her system and to come up with a resolution to get the equipment working properly. This visit still is offered to Lisa at no charge, but we feel it is unreasonable to assume we are going to pay for a different company to come out when she will not lets us back in to take a more in depth look at the system.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Beverly Services is a flat rate company. Our pricing includes our overhead, general liability and workman’s compensation insurance, vehicle and gas costs, inventory costs, the material and parts costs used on the job, the material and parts acquisition costs, our technician’s labor and...
benefits costs (this includes the technicians time on the job as well as his time traveling to and from the job), and of course profit. It is not our company policy to breakdown our costs to the customer. We always quote the customer a hard price prior to starting work, which we did in this case. The customer agreed to the pricing before the we started the repair and authorized our company to make the repair. The job was completed in a timely fashion and the customer’s system is now working properly. Upon further review we find our pricing of $823.00 to be appropriate for the work completed, especially due to the fact that it was performed within a crawl space with limited access underneath the home. Our standard (not itemized) receipt was mailed to the homeowner on August 31st, 2016.
Beverly Services spoke with customer directly in attempt to resolve this issue. Mr. [redacted] has not had another company out yet to resolve their plumbing problems. At this point, Beverly Services offered a courtesy visit with our master plumber to review the diagnostics of the...
last trip and determine the next steps to get this problem resolved moving forward. The appointment is set up in the afternoon for 12/29/16. The customer was not charged any additional fees for us to come back, and the master plumber unclogged sewer at house trap inside basement by sump pit. The customer is satisfied and the plumbing problem is now resolved. Our master plumber advised to the customer that if the problem continues then additional diagnostic may be needed, and we asked the customer to call us directly if they need anything moving forward.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. On Mon, Feb 1, 2016 at 8:58 AM, [redacted]> wrote:received necessary papers. Thank you for your help.I am considering this closedThank you[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
Beverly Services contacted customer directly to resolve the issue. We explained to the customer that there are many different reasons as to why the screen is blank. We offered to do a yearly maintenance on his furnace while we were out since it has not been serviced since 2014 and the...
customer declined. We offered Mr. [redacted] a full refund for $84.95 for today’s trip since he was not 100% satisfied with the visit and service he received today. The customer accepted and the check will be voided.
Beverly Services truly apologizes for the inconveniences
to the customer, we have reached out and have come to a resolution.
After further review, we apologized to the customer for the prolonged
time frame of receiving the estimate. The electrician recalls...
the
information and remembers a set being mailed out to the customer. The
customer was contacted and was offered a discount off the repairs due to the
inconveniences of attempting to receive the estimate. The estimate
was mailed on 7/22/2016. There will be follow up next week to make sure
the customer received the paper copies in hand.