Albuquerque Gastroenterology Assoc. PC

Initial Business Response / [redacted] (1000, 5, 2016/02/29) */ Contact Name and Title: [redacted] Contact Phone: XXXXXX-XXXX Contact Email: [redacted] @ymail.com Electronic parts can not be returned once they have installed therefore a refund of $could not be an optionDJ gave the HO the option of the repair vs replacement from day oneOur company also took a loss on installing extra parts at no cost to the HO and expedited shippingWe made several trips and had a lot of time invested into this machine as wellIn some cases there is a domino effect causing more than one issue with a machineThe Ho had chose to keep on using and resetting the machine for quite some time after the code first started to appear causing more damageThis was the case on this duetNo one was unprofessional or rude, our company did try to resolve the issue fairly by not charging any more labor, service fees or cost of additional parts and with out the HO willing to spend anymore money on replacing the motor we were at a standstillOur company did offer to send out a free service call and was turned down by the HOFor the record some of the information in this complaint is not 100% accurate Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) For the record, every detail is 100% trueBottom line is, when a repair man stands in front of me (And my husband on the phone who also heard it ) and says "YES, I am sure this part will fix it" it needs to be fixedIf at anytime he would have said "it might fix it" or "I hope it will fix it" we would have bought a new machineInstead of just the cost the cost of a repair, we are out that money AND the cost of a new machine Final Business Response / [redacted] (4000, 9, 2016/03/01) */ Our company is willing to issue a free service call to the Ho- Our company also took a loss on this job and we apologize for that this machine could not be repaired Final Consumer Response / [redacted] (4200, 11, 2016/03/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Don't need a free service call when we had to buy a new machine because they didn't fix the one we had, but they did take our $Will not use this company and will make sure our friends and family will not as well

Initial Business Response /* (1000, 8, 2017/05/18) */
Contact Name and Title: *** *** office manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@ymail.com
The transition from an Rto a 410a system is more complex than one might believeEquipment sizes can not be matched up
perfectly due to the efficiencies of the newer unitsThis was a Home warranty job and we had to use the equipment that was provided from the third partyThe $that was paid can be broken down for uncovered charges as following- it was not paid out of pocket for duct work( $deductible to the warranty company, $disposal of old equipment, for reclaim and disposal of R22, line set modifications, $for sheet metal modifications and $for electrical modifications) The home owner waited after days to call the office and ask if we could move the unit over 2-inches because he noticed it was off centeredFirst off this was outside of the Home warranty's window of warranty as well as oursMr*** did make a trip back to the home to see what the home owner concerns were- and attempted to explain why the unit was slightly offset for certain lines to be connected- To move the unit even inches extra copper lines would have to be added to the unit taking away from efficacy of the unitAll the sheet metal seams were sealed with a sheet metal tape to assure no leakage of air

Initial Business Response /* (1000, 8, 2017/05/18) */
Contact Name and Title: *** *** office manager
Contact Phone: XXXXXXXXXX
Contact Email: ***@ymail.com
The transition from an Rto a 410a system is more complex than one might believeEquipment sizes can not be matched up
perfectly due to the efficiencies of the newer unitsThis was a Home warranty job and we had to use the equipment that was provided from the third partyThe $that was paid can be broken down for uncovered charges as following- it was not paid out of pocket for duct work( $deductible to the warranty company, $disposal of old equipment, for reclaim and disposal of R22, line set modifications, $for sheet metal modifications and $for electrical modifications) The home owner waited after days to call the office and ask if we could move the unit over 2-inches because he noticed it was off centeredFirst off this was outside of the Home warranty's window of warranty as well as oursMr*** did make a trip back to the home to see what the home owner concerns were- and attempted to explain why the unit was slightly offset for certain lines to be connected- To move the unit even inches extra copper lines would have to be added to the unit taking away from efficacy of the unitAll the sheet metal seams were sealed with a sheet metal tape to assure no leakage of air

Initial Business Response /* (1000, 5, 2016/02/29) */
Contact Name and Title: *** ***
Contact Phone: XXXXXX-XXXX
Contact Email: ***@ymail.com
Electronic parts can not be returned once they have installed therefore a refund of $could not be an optionDJ gave the HO the option
of the repair vs replacement from day oneOur company also took a loss on installing extra parts at no cost to the HO and expedited shippingWe made several trips and had a lot of time invested into this machine as wellIn some cases there is a domino effect causing more than one issue with a machineThe Ho had chose to keep on using and resetting the machine for quite some time after the code first started to appear causing more damageThis was the case on this duetNo one was unprofessional or rude, our company did try to resolve the issue fairly by not charging any more labor, service fees or cost of additional parts and with out the HO willing to spend anymore money on replacing the motor we were at a standstillOur company did offer to send out a free service call and was turned down by the HOFor the record some of the information in this complaint is not 100% accurate
Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For the record, every detail is 100% trueBottom line is, when a repair man stands in front of me (And my husband on the phone who also heard it ) and says "YES, I am sure this part will fix it" it needs to be fixedIf at anytime he would have said "it might fix it" or "I hope it will fix it" we would have bought a new machine Instead of just the cost the cost of a repair, we are out that money AND the cost of a new machine
Final Business Response /* (4000, 9, 2016/03/01) */
Our company is willing to issue a free service call to the Ho- Our company also took a loss on this job and we apologize for that this machine could not be repaired
Final Consumer Response /* (4200, 11, 2016/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Don't need a free service call when we had to buy a new machine because they didn't fix the one we had, but they did take our $ Will not use this company and will make sure our friends and family will not as well

Initial Business Response /* (1000, 5, 2016/02/29) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXX-XXXX
Contact Email: [redacted]@ymail.com
Electronic parts can not be returned once they have installed therefore a refund of $425 could not be an option. DJ gave the HO the option...

of the repair vs replacement from day one. Our company also took a loss on installing extra parts at no cost to the HO and expedited shipping. We made several trips and had a lot of time invested into this machine as well. In some cases there is a domino effect causing more than one issue with a machine. The Ho had chose to keep on using and resetting the machine for quite some time after the code first started to appear causing more damage. This was the case on this duet. No one was unprofessional or rude, our company did try to resolve the issue fairly by not charging any more labor, service fees or cost of additional parts and with out the HO willing to spend anymore money on replacing the motor we were at a standstill. Our company did offer to send out a free service call and was turned down by the HO. For the record some of the information in this complaint is not 100% accurate.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
For the record, every detail is 100% true. Bottom line is, when a repair man stands in front of me (And my husband on the phone who also heard it ) and says "YES, I am sure this part will fix it" it needs to be fixed. If at anytime he would have said "it might fix it" or "I hope it will fix it" we would have bought a new machine. Instead of just the cost the cost of a repair, we are out that money AND the cost of a new machine.
Final Business Response /* (4000, 9, 2016/03/01) */
Our company is willing to issue a free service call to the Ho- Our company also took a loss on this job and we apologize for that this machine could not be repaired.
Final Consumer Response /* (4200, 11, 2016/03/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Don't need a free service call when we had to buy a new machine because they didn't fix the one we had, but they did take our $490. Will not use this company and will make sure our friends and family will not as well.