Action Moving & Storage

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below He is basically just telling me to work through their arbitration company (which means I have to pay an additional fee to get them to arbitrate.) I already filed my complaint with [redacted] central complaints division and worked with their official complaints division I am unhappy with the resolution that complaints division came up with.I find it interesting that Action Moving VT moved all of the items and were the ones responsible for the damage to my [redacted] unit, but they seem completely unwilling to work with me and instead referred me to the general [redacted] complaints division I worked with the [redacted] complaints division and they denied my request.I don't understand why Action Moving can't take some personal responsibility here Why are you so unwilling to do this? In other businesses I have dealt with, if they make an error, they fess up and fix things They don't send me to their central corporate complaints division, and when that fails, tell me to arbitrate things I feel that if you took more personal responsibility and actually tried to address complaints, that would make you a better business I would certainly be more likely to recommend you to friends if you did this Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below Action Moving VT has not addressed my claim to my satisfaction They are merely repeating themselves now rather than attempting to resolve the issue Regards, [redacted]

On June 1, Glenmont responded to complaint of A/C not working at allTechnician arrived and found evaporator coil was frozen causing water in and around furnaceIt was also determined that fan motor was not running at correct RPM and could be cause of coil freezing upIt could not be determined why coil was freezing until fan was working properlyThis was first ever visit to this property and servicing of systemCustomer approved, signed and paid $for this visitCustomer was contacted next day and given repair and system replacement optionsCustomer decided to have less expensive repair option made since he had recently purchased property and was a rental Customer was advised and acknowledged that due to age of equipment he may have or have future issues with system On June 4, service parts were acquired and installedUpon further testing it was determined that system needed one pound of R- freon to bring system up to operating specsThis was done along with adding dye pack to help detect if there were any R-freon leaks in systemSystem was operating at degree temperature difference and operating as it shouldCustomer approved, signed and paid $invoice for work originally estimated and added on this visitOn June 25, a follow up visit was made to check for any R-freon leaksNone were found, system was working and no water leaks detectedCustomer approved and signed invoiceFees for this visit were waived On July 7, customer called and complained of water leaking into neighboring unitResponding technician found that evaporator coil drain pan had cracked and was leaking water into unitWater was caused by condensation from evaporator coilWater was leaking through cracked drain pan and into bottom of furnaceAnd from there it leaked from inside furnace to neighboring unit Customer declined to have new drain pan installed and instead wanted formal proposal to replace systemWhen customer was given proposal he requested credit for money already spentSince goods and services were received, and those goods and services were as described and not defective, only a partial good faith credit was offered with installation of new system Customer declinedThe defective part causing evaporator coil leak was neither installed or serviced by Glenmont As far as anyone can say evaporator coil and pan were part of original equipment installation The pan could have been cracked for an unknown period of time or when coil originally froze which is unknownDrain pan leak only became detectable when system was operating and condensing as it should.Glenmont does not feel in anyway responsible for leak and it was only four weeks after original repairs that leak was detectedIf you need any further information please feel free to contact me.Thanks Greg

Hi ***: This is another opportunity to settle your dispute through the enclosed settlement programAs I mentioned before I do not handle any claims, it is all done through corporateWhen that is at an impasse this is the next best thingI can see ***’s point regarding your claimIt is standard operating procedure if there are no signs of external damage or mishandlingThe same would apply to any other standard applianceIt is also standard procedure of every other moverTheir stance is that they don’t know if the appliance worked in the first place before it was movedLet me suggest the following: -Is there a warrantee on the item? -It could be as simple as a five cent washer to repair! - [redacted] has a website, can they suggest a local repair shop? I’m making these suggestions and I don’t even know what’s wrong with the itemAll I know is that you filed a claimI just want you to know I worked really hard to make things go right for you with your move and I did not appreciate that I was getting blindsided by your emails without even knowing what was going on and I did not appreciated you trashing my company and using my name explicitly on your internet rantsI just want to mention the following: -I was always available to answer your questions in a timely manner over the course of, prior to, during and after your move and they were numerous -I arranged for the survey and pricing -there was no issue with the price as far as overagesThe cost quoted is the cost that was billed-once you gave me the destination address I went to look at the access on my own time so there were no delays or overages in delivery or billingYour driver even looked at the Shelburne location prior to the delivery just to make sure I was correct-the goods were picked up and delivered in the designated time frame you were given-your origin residence and destination residence were not accessible which was planned on at each location so there would not be any surprises or cost additionsThis simply means that instead of your things being handled twice, they needed to be handled six timesExtreme care was given to all your items and the professionalism of the driver, his crew and myself were never an issueKeeping with that trend or professionalism is why I’m sending you this information regarding the dispute resolution programIt is the most civil way for a dispute to be settled through the independent arbitrator

2/23/16This issue has been resolved.We've contacted the customer and provided the remedy sought.Greg S

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Regards,
*** *** During the June 1, 2015, June 4, and June 25, Glenmont failed to properly diagnose a water leak with the HVAC system, specifically a cracked drain panIn Glenmont’s response they say that “it was only four weeks after original repairs that leak was detected”The leak should have been detected during the first visitIf the leak had been properly detected at the 1st visit we never would have authorized repairsInstead we would have replaced the unit.During each visit, Glenmont found water around the unit and contributed it to various things and never a cracked drain panIf Glenmont had simply removed four screws to access the evaporator coils section they would have seen the cracked drain panWhen the technician from Glenmont finally found the cracked drain pan on July 7, He commented that the pan had been cracked for some time and this was the cause of the water leak from day one

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The contractor did not address my issue: overcharge for replacing a non-expensive part. I agreed to pay to diagnose fee and the additional $196 for replacing a "expensive part". Please be noted that the $196 just cover replacing the part after the diagnose; the diagnose fee is paid separately. I searched online after I reviewed the invoice and found the expensive part is a capacitor and only cost around $20 and replacing it only take less than 10 minutes.    
Regards,
[redacted]

On June 1, 2015 Glenmont responded to complaint of A/C not working at all. Technician arrived and found evaporator coil was frozen causing water in and around furnace. It was also determined that fan motor was not running at correct RPM and could be cause of coil freezing up. It could not be...

determined why coil was freezing until fan was working properly. This was first ever visit to this property and servicing of system. Customer approved, signed and paid $79.95 for this visit. Customer was contacted next day and given repair and system replacement options. Customer decided to have less expensive repair option made since he had recently purchased property and was a rental.  Customer was advised and acknowledged that due to age of equipment he may have or have future issues with system.  On June 4, 2015 service parts were acquired and installed. Upon further testing it was determined that system needed one pound of R- 22 freon  to bring system up to operating specs. This was done along with adding dye pack to help detect if there were any R-22 freon leaks in system. System was operating at 20 degree temperature difference and operating as it should. Customer approved, signed and paid $897.00 invoice for work originally estimated and added on this visit. On June 25, 2015 a follow up visit was made to check  for any R-22 freon leaks. None were found,  system was working and no water leaks detected. Customer approved and signed invoice. Fees for this visit were waived.  On July 7, 2015 customer called and complained of water leaking into neighboring unit. Responding technician found that evaporator coil drain pan had cracked and was leaking water into unit. Water was caused by normal condensation from evaporator coil. Water was leaking through cracked drain pan and into bottom of furnace. And from there it leaked from inside furnace to neighboring unit.  Customer declined to have new drain pan installed and instead wanted formal proposal to replace system. When customer was given proposal he requested credit for money already spent. Since goods and services were received, and  those goods and services were as described and not defective, only a partial good faith credit was offered with installation of new system.  Customer declined. The defective part causing evaporator coil leak was neither installed or serviced by Glenmont.  As far as anyone can say evaporator coil and pan were part of original equipment installation.  The pan could have been cracked for an unknown period of time or when coil originally froze which is unknown. Drain pan leak only became detectable when system was operating and condensing as it should.Glenmont does not feel in anyway responsible for leak and it was only four weeks after original repairs that leak was detected. If you need any further information please feel free to contact me.Thanks Greg

2/23/16This issue has been resolved.We've contacted the customer and provided the remedy sought.Greg S.

From: Greg S[redacted] Date: Tue, Jul 28, 2015 at 4:08 PMSubject: RE: [redacted] Complaint ([redacted])To: [redacted] <[redacted]@myRevdex.com.org>[redacted], In response to [redacted]'s complaint. We price diagnosis and repair as separate tasks. Customer is charged for repairs using industry standard Flat...

Rate price book. Repair costs are referenced by a code that is for that particular part and included with a set labor rate to install that part. In [redacted]'s case he was charged $79.95 for diagnosis  and $196.00 for cost of part and labor to install. Our repair pricing policies are in line with industry standards and every other legitimate mechanical contractor in the area. Not sure how to address a price complaint since he was informed of cost to repair after diagnosis and approved repair and cost. I assume his air conditioning is still working and considering its age (15 yrs.)  was repaired  rather inexpensively. If you have any further questions  please contact me. Thanks Greg