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, at 8:AM, [redacted] ** [redacted] > wrote:received necessary papersThank you for your help.I am considering this closedThank you [redacted]
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/ 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 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/and said the work is completeI 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 ***Until then this is still and open case Regards, [redacted]
Beverly Services is a flat rate companyOur 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 profitIt is not our company policy to breakdown our costs to the customerWe always quote the customer a hard price prior to starting work, which we did in this caseThe customer agreed to the pricing before the we started the repair and authorized our company to make the repairThe job was completed in a timely fashion and the customer’s system is now working properlyUpon further review we find our pricing of $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 homeOur standard (not itemized) receipt was mailed to the homeowner on August 31st,
Beverly Services made the decision to terminate Maintenance Plus contracts due to the rising costs of labor and partsThe contract was on a yearly basis and states it can be terminated by either party upon thirty days of written noticeAll customers were notified of this change by a written letter that was mailed out with their bill when it took effect two years agoThe price difference reflects the current price of our standard maintenance agreementOur 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 servicesIt simply has no parts or labor coverageBeverly 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
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 and the customer declined We offered Mr [redacted] a full refund for $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/ There will be follow up next week to make sure the customer received the paper copies in hand
Beverly Services first serviced [redacted] ***’s furnace through [redacted] home warranty on 10/4/2016, where we diagnosed that the limit switches needed replacedThey were a special order part and we did have to return on 10/6/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/ We have a 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 controlWe researched that the unit has a year parts warranty on it through the manufacturer, and located the company that installed the furnace which was on 3/21/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 $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 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 On Mon, Feb 1, at 8:AM, [redacted] ** [redacted] > wrote:received necessary papersThank you for your help.I am considering this closedThank you [redacted]
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/ 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 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/and said the work is completeI 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 ***Until then this is still and open case Regards, [redacted]
Beverly Services is a flat rate companyOur 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 profitIt is not our company policy to breakdown our costs to the customerWe always quote the customer a hard price prior to starting work, which we did in this caseThe customer agreed to the pricing before the we started the repair and authorized our company to make the repairThe job was completed in a timely fashion and the customer’s system is now working properlyUpon further review we find our pricing of $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 homeOur standard (not itemized) receipt was mailed to the homeowner on August 31st,
Beverly Services made the decision to terminate Maintenance Plus contracts due to the rising costs of labor and partsThe contract was on a yearly basis and states it can be terminated by either party upon thirty days of written noticeAll customers were notified of this change by a written letter that was mailed out with their bill when it took effect two years agoThe price difference reflects the current price of our standard maintenance agreementOur 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 servicesIt simply has no parts or labor coverageBeverly 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
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 and the customer declined We offered Mr [redacted] a full refund for $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/ There will be follow up next week to make sure the customer received the paper copies in hand
Beverly Services first serviced [redacted] ***’s furnace through [redacted] home warranty on 10/4/2016, where we diagnosed that the limit switches needed replacedThey were a special order part and we did have to return on 10/6/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/ We have a 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 controlWe researched that the unit has a year parts warranty on it through the manufacturer, and located the company that installed the furnace which was on 3/21/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 $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 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