Dear Revdex.com, We have attached documents related to the above related complaint and our response is listed belowHowever, we are concerned that communication between Brewers & Revdex.com is not occurring correctly for some reason? Your attached letter stats that you have recently sent us a copy of correspondence from this customer but this is the first correspondence that we have received from the Revdex.com regarding this complaint? Regarding this complaint, per attached invoices, this customer originally contacted us on June 19th after business hours & left a message for us to contact them regarding their A/C not coolingWe have an emergency contact number when customers call if they are in need of service immediately Since this customer left a message, we contacted them the following morning to schedule a “No Cooling” service call When we arrived, the customer had informed us that they had changed batteries on their thermostat but the A/C would not run We found blown amp fuses in the A/C electrical disconnect at the unit on the roofWe installed new fuses and could not find any issues with the A/C unitOur standard working hours are from am until pm on Saturday’s We have an after-hours emergency fee policy of $for all customersAny warranty contracts that we have with customers do not include emergency after hours or premium labor feesThe following morning, Sunday June 21st, we were contacted by the customer again stating that their A/C unit was not working When we arrived, we found the fuses had blown again and replaced them After further inspection, we found that the fuses were getting very hot and our technician informed the customer that they needed a new electrical disconnect We also advised that there could be additional issues with the electrical wiring circuit feeding the A/C unit as well We offered to replace the disconnect for $but the customer declined to have us replace the disconnectWe “No Charged” this call even though the customer declined to have us do a repair We also have checked the electrical code & the other servicing agents comment regarding the lack of adding “no lox” on the screw lug terminals IS NOT a code violation as they stateWe also notice that the other servicing agent replaced the electrical circuit breaker at the main panelThis shows that our diagnosis was correct regarding that there could be other issues with the electrical wiring circuit feeding the A/C systemIn the complaint the customer also lists that they purchased fuses from [redacted] ***We are not sure when the customer purchased these fuses and they even state that they were the wrong size? Brewers is willing to reimburse the customers the $after hours emergency fee that was paid for invoice # [redacted] from June 20thSince we offered to replace the disconnect and the customer declined, we will not reimburse the cost for the fusesPlease let us know if the customer feels this is an acceptable offer so we can send them reimbursement for the emergency feeRegards, [redacted] ***President
It is true that we started working on the wrong home! A few minutes after starting to remove roofing, we realized our mistake and stopped what we were doing Unable to contact the "unknown" homeowner, we decided to completely replace the entire rear upper roof area where we had already started We were able to match the original shingle brand and color, and joined the new and older roof sections along shingle ridging The area is not easily seen from the groundThe homeowner was understandably upset when he came home around mid-day We discussed what had happened, and offered to remedy our mistake In addition to installing roofing and ice protection on the rear upper roof area, we agreed to cover the entire upper roof of the home with our Year workmanship warranty At that point, I thought that the matter was resolvedAfter speaking to other people over the weekend, the homeowner phoned me and voiced the concern that his home might be devalued if only one area was replaced, and potential home buyers might get the impression that all of the roof areas were in need of replacement To address this concern, I offered to extend our Year workmanship warranty to cover all of the roof areas on his home, and to provide written documentation of how this roof area came to be replaced Until seeing this Revdex.com complaint, I thought that the matter was resolvedOn the day that the complaint appeared, I contacted both the homeowner and the Cincinnati Revdex.com I explained the situation, from my perspective, to the Revdex.com Representative, and said that I would be contacting the homeowner directly to resolve the apparent disagreement I then spoke with the homeowner, who told me that he was wary of being taken advantage of, since he was not a roofing expert It seemed to me that he was genuinely concerned that our unrequested work had reduced the property value of his home I genuinely disagreed, but professional credibility does not come easilyf after working on the wrong house The homeowner did offer to have our work assessed by an Independent Roofing Inspector or Structural Engineer of his choosing, at our expense, before requesting additional roofing replacement I agreed to work with the homeowner to address any concerns that may be brought up by the inspector Currently, we are waiting for the inspection to take place, and will work toward a resolution with the homeowner when the inspector shares his findings
This is in response to the complaint issued by [redacted] Atlas completed the vinyl replacement windows for the customer on October 15, 2015, which have still not been paid for The complaint is with the fiberglass entry door with sidelites that was completed on November 3, The customer called Atlas with concerns on the color of the stain on the door and sidelites I promptly went out with the color samples to show the color to the customer that they had chosen when they signed the contract We also showed them a copy of the contract with the color that they had chosen The customer was getting new flooring and cabinets in their home and they said the stain color did not match I told them that I was sorry to hear that the color they had chosen did not match but they did choose the color that was on the contract I even went so far as to bring out a representative from the door manufacturer to see if we had any options He confirmed the color with his color key and explained that there was nothing that could be done except for replacing the door and sidelites with a new door system stained a different color The customer actually picked out a completely different stain color that they should have ordered originally while the door representative was at the jobsite I then had the manufacturer’s representative figure the cost to switch out the door and sidelites if the customer wanted to do so I gave the customer the cost, the customer felt that it should be done at no cost I explained that I had given him the actual cost for the replacement door and sidelites Atlas did not figure any profit or labor on replacing the unit The customer refused There was a scratch on the door upon installation Atlas offered to replace the door but the customer said that if it was going to be stained the same color, not to waste our time or money doing it Atlas will gladly replace the scratched door slab stained the same color the customer originally picked at no cost to themSincerely, [redacted] Sales Manager [redacted] ***Owner
Dear Revdex.com,The content of the returned message is flawed My status of staying in my home or selling my home is irrelevant to the work completed on my air conditioner unit In simple terms, a small tube on the exterior unit was leaking It took the second opinion technician with a handheld device only moments to find the leak The status of the interior coils or corrosion was not validated or found to be a contributing factor Simply put, Brewers overstated the issues of my air conditioner unit and gave me only two options, to refill the Freon with no guarantee it would hold or replace the entire unit A third ( and proper) diagnosis would be to have repaired the simple leak in an exterior copper tube- easily accessed by any technician First- If the Brewer's technician, as stated, knew where the leak was- why did he not offer to make the simple repair? Second- knowingly admitting there was a leak why would the technician put environmentally sensitive Freon in my unit? The technician apparently must have known it would have leaked out into the environment?I was given strong encouragement to seek their sales department for installation of a new units The cost of the Freon, which was substantialwas used as an incentive to be taken off the final bill for the new air conditioner.My complaint is valid Brewers never gave me an option to repair the leak Brewers strongly wanted me to agree to a new air conditioner unit
The customer was informed that the product was not under warranty for daily wear and tear She informed me that she was not going to pay for a service and expected me to send out one of my installers free of charge The storm door was installed over years ago
Dear Revdex.com, We have attached documents related to the above related complaint and our response is listed belowHowever, we are concerned that communication between Brewers & Revdex.com is not occurring correctly for some reason? Your attached letter stats that you have recently sent us a copy of correspondence from this customer but this is the first correspondence that we have received from the Revdex.com regarding this complaint? Regarding this complaint, per attached invoices, this customer originally contacted us on June 19th after business hours & left a message for us to contact them regarding their A/C not coolingWe have an emergency contact number when customers call if they are in need of service immediately Since this customer left a message, we contacted them the following morning to schedule a “No Cooling” service call When we arrived, the customer had informed us that they had changed batteries on their thermostat but the A/C would not run We found blown amp fuses in the A/C electrical disconnect at the unit on the roofWe installed new fuses and could not find any issues with the A/C unitOur standard working hours are from am until pm on Saturday’s We have an after-hours emergency fee policy of $for all customersAny warranty contracts that we have with customers do not include emergency after hours or premium labor feesThe following morning, Sunday June 21st, we were contacted by the customer again stating that their A/C unit was not working When we arrived, we found the fuses had blown again and replaced them After further inspection, we found that the fuses were getting very hot and our technician informed the customer that they needed a new electrical disconnect We also advised that there could be additional issues with the electrical wiring circuit feeding the A/C unit as well We offered to replace the disconnect for $but the customer declined to have us replace the disconnectWe “No Charged” this call even though the customer declined to have us do a repair We also have checked the electrical code & the other servicing agents comment regarding the lack of adding “no lox” on the screw lug terminals IS NOT a code violation as they stateWe also notice that the other servicing agent replaced the electrical circuit breaker at the main panelThis shows that our diagnosis was correct regarding that there could be other issues with the electrical wiring circuit feeding the A/C systemIn the complaint the customer also lists that they purchased fuses from [redacted] ***We are not sure when the customer purchased these fuses and they even state that they were the wrong size? Brewers is willing to reimburse the customers the $after hours emergency fee that was paid for invoice # [redacted] from June 20thSince we offered to replace the disconnect and the customer declined, we will not reimburse the cost for the fusesPlease let us know if the customer feels this is an acceptable offer so we can send them reimbursement for the emergency feeRegards, [redacted] ***President
It is true that we started working on the wrong home! A few minutes after starting to remove roofing, we realized our mistake and stopped what we were doing Unable to contact the "unknown" homeowner, we decided to completely replace the entire rear upper roof area where we had already started We were able to match the original shingle brand and color, and joined the new and older roof sections along shingle ridging The area is not easily seen from the groundThe homeowner was understandably upset when he came home around mid-day We discussed what had happened, and offered to remedy our mistake In addition to installing roofing and ice protection on the rear upper roof area, we agreed to cover the entire upper roof of the home with our Year workmanship warranty At that point, I thought that the matter was resolvedAfter speaking to other people over the weekend, the homeowner phoned me and voiced the concern that his home might be devalued if only one area was replaced, and potential home buyers might get the impression that all of the roof areas were in need of replacement To address this concern, I offered to extend our Year workmanship warranty to cover all of the roof areas on his home, and to provide written documentation of how this roof area came to be replaced Until seeing this Revdex.com complaint, I thought that the matter was resolvedOn the day that the complaint appeared, I contacted both the homeowner and the Cincinnati Revdex.com I explained the situation, from my perspective, to the Revdex.com Representative, and said that I would be contacting the homeowner directly to resolve the apparent disagreement I then spoke with the homeowner, who told me that he was wary of being taken advantage of, since he was not a roofing expert It seemed to me that he was genuinely concerned that our unrequested work had reduced the property value of his home I genuinely disagreed, but professional credibility does not come easilyf after working on the wrong house The homeowner did offer to have our work assessed by an Independent Roofing Inspector or Structural Engineer of his choosing, at our expense, before requesting additional roofing replacement I agreed to work with the homeowner to address any concerns that may be brought up by the inspector Currently, we are waiting for the inspection to take place, and will work toward a resolution with the homeowner when the inspector shares his findings
This is in response to the complaint issued by [redacted] Atlas completed the vinyl replacement windows for the customer on October 15, 2015, which have still not been paid for The complaint is with the fiberglass entry door with sidelites that was completed on November 3, The customer called Atlas with concerns on the color of the stain on the door and sidelites I promptly went out with the color samples to show the color to the customer that they had chosen when they signed the contract We also showed them a copy of the contract with the color that they had chosen The customer was getting new flooring and cabinets in their home and they said the stain color did not match I told them that I was sorry to hear that the color they had chosen did not match but they did choose the color that was on the contract I even went so far as to bring out a representative from the door manufacturer to see if we had any options He confirmed the color with his color key and explained that there was nothing that could be done except for replacing the door and sidelites with a new door system stained a different color The customer actually picked out a completely different stain color that they should have ordered originally while the door representative was at the jobsite I then had the manufacturer’s representative figure the cost to switch out the door and sidelites if the customer wanted to do so I gave the customer the cost, the customer felt that it should be done at no cost I explained that I had given him the actual cost for the replacement door and sidelites Atlas did not figure any profit or labor on replacing the unit The customer refused There was a scratch on the door upon installation Atlas offered to replace the door but the customer said that if it was going to be stained the same color, not to waste our time or money doing it Atlas will gladly replace the scratched door slab stained the same color the customer originally picked at no cost to themSincerely, [redacted] Sales Manager [redacted] ***Owner
Dear Revdex.com,The content of the returned message is flawed My status of staying in my home or selling my home is irrelevant to the work completed on my air conditioner unit In simple terms, a small tube on the exterior unit was leaking It took the second opinion technician with a handheld device only moments to find the leak The status of the interior coils or corrosion was not validated or found to be a contributing factor Simply put, Brewers overstated the issues of my air conditioner unit and gave me only two options, to refill the Freon with no guarantee it would hold or replace the entire unit A third ( and proper) diagnosis would be to have repaired the simple leak in an exterior copper tube- easily accessed by any technician First- If the Brewer's technician, as stated, knew where the leak was- why did he not offer to make the simple repair? Second- knowingly admitting there was a leak why would the technician put environmentally sensitive Freon in my unit? The technician apparently must have known it would have leaked out into the environment?I was given strong encouragement to seek their sales department for installation of a new units The cost of the Freon, which was substantialwas used as an incentive to be taken off the final bill for the new air conditioner.My complaint is valid Brewers never gave me an option to repair the leak Brewers strongly wanted me to agree to a new air conditioner unit
The customer was informed that the product was not under warranty for daily wear and tear She informed me that she was not going to pay for a service and expected me to send out one of my installers free of charge The storm door was installed over years ago