Action Air Conditioning, Heating & Plumbing

Complaint: ***
I am rejecting this response because:Prior to the work done by Action Air, the cinder block wall was not loose or unstable in anyway although it did show that previous mortar work had been done on itIt was only after the sewer line work by Action Air was completed that it was loose.When I called to make them aware of the condition of the fence and gate after the work had been done, a representative from Action Air did not come out the next day as stated in the letterA representative came out the following Monday after it rained all weekendAfter the "repair" was "done" and I called to follas the fence looked the same, I was not informed that they had taken picture to show their work as the letter states
Regards,
*** ***

I am sorry to see in your correspondence that Mr. [redacted] rejected our response to his complaint. In his rejection, he stated, “ the cinder block wall was not loose or unstable in any way although it did show that previous mortor work had been done.” In fact, the wall was not stable. It was supported by a homemade pipe chain link fence that was in danger of falling down. We had to remove this chain link fence which only made the instability of the block wall more evident. Mr. [redacted] also stated that. “previous mortar work had been done.” In fact, it was not mortar work and as can be seen in the pictures I originally attached, it is evident it was silicone caulk that was placed in large cracks. This is evidence that there was a problem long before we arrived at this location and further silicone is not an acceptable repair for a block wall. Also, this is at least 25’ from the location of the sewer line we replaced. In Mr. [redacted] reply, he also stated he was not informed that we had taken pictures of our repair to his fence. I’m not really sure why his knowledge of whether we had taken pictures or not would make any difference. We repaired the gate so it would operate smoothly and reset the blocks as much as we were able, then took pictures of what we had done. When Mr. [redacted] called me insisting no one had been there to make repairs I knew we had been there because of the pictures and the GPS record of the truck. Really it seems to me this complaint all boils down to the condition of the block wall and chain link fence before we arrived at this job site. We cannot be responsible for a wall and fence in poor condition before we performed work at the [redacted] home. Replacing a sewer line is a major project. As such, we make every effort to disturb as little as possible. However, in this case being that the wall and fence were already unstable, I believe we worked as much as possible within our abilities and then even made repairs that were not a part of our responsibility. Sincerely, [redacted] Action Air

Complaint: [redacted]
I am rejecting this response because:
The cinder block wall was not supported by the chain link fence. The chain link fence was a separate structure, and when it was removed by Action Air, damage that was not previously present was cause to the cinder block wall. All I I am asking is that the cinder block fence be repaired to the how it was without any loose blocks before the removal of the chain link fence by Action Air. I am not asking that the fence be replaced, only that it is repaired. I understand and that Action Air does not do fence repairs as part of their business, so if a third party needs to do the repair, this can be arranged. 
Regards,
[redacted]