All Pro Roofing & Construction

We will check to see if mail was returned or if address is correct in our systemWe will also contact MrM [redacted] to see if by now the payment was received

Please consider this our response to Complaint # [redacted] Yesterday's transmission was made in error and prematurelyThank you for your time and consideration regarding this matterMr***'s original proposal was for optionsOption A being Amana which he chose because they offered a better warranty than Option B a Trane unitComfort Doctor worked with the finance company to assist Mr [redacted] in securing loan to cover the costOnce approved for financing and having a signed Proposal from Mr [redacted] Comfort Doctor ordered the equipment and placed him on our installation schedule based on the estimated time of arrival we were provided by the distributorThe manufacturer, Amana and local distributor back ordered the equipment and it did not arriveThe installation date was rescheduled according to the new ETAWhen the date came to install Mr***'s system all of the equipment was not available, a p***al order was received making it necessary to cancel the installationComfort Doctor's employees, as well as it's owner did everything possible to secure this order and keep Mr [redacted] updated as the information became availableMr [redacted] disregarded the problems we were experiencing receiving the equipment from the manufacturer and became argumentativeMrRichard M***, Owner of Comfort Doctor then offered at no expense to the customer an extended warranty of the Trane unit which was readily available for immediate installMr [redacted] agreedComfort Doctor re-arranged it's already demanding schedule to accommodate Mr [redacted] and began installationAs is required by state regulations we had an electrician come to the [redacted] home and at that time Comfort Doctor was informed the home only had a amp service and a panel upgrade would be requiredMr [redacted] was informed of the findings and clearly was not happyHe was advised that we could not proceed with the installation until this work was performedComfort Doctor has a line item in our contract regarding change orders, Mr [redacted] was given a quote for the additional scope of work needed to be performed by a licensed electricianComfort Doctor was not making a profit on this upgrade/electrical serviceMr***'s first response was he wanted to cancel the entire projectMr [redacted] was reminded of the "Cancellation Clause: If the customer, for any reason decides to cancel work to be completed, there will be a 20% restocking fee withheld from any refund." in the Comfort Doctor ContractAt this point he agreed to continue with the project but stated his uncle, a licensed Electrician would perform the upgradeComfort Doctor did offer a $credit back towards the electrical upgradeThis was the cost amount included in the agreement for electrical inspection and work needed to be performed by licensed electrician, which Comfort Doctor would not be overseeingComfort Doctor would issue this refund upon Satisfactory Completion of the project and having received paymentAt this point there has been no monies paid to Comfort DoctorAs practice Comfort Doctor requires 50% down and final payment at completionHowever, Mr***'s finance company does not pay until they have received certain information and a signed form "SATISFACTORY COMPLETION AND INSTALLATION CERTIFICATE" from the customerComfort Doctor continued it's work of installing, having the equipment and personnel on siteNext, several things happened during the same time frame; Comfort Doctor learned that Mr***'s uncle was not a licensed electrician and legally could not perform the scope of work neededThis put Comfort Doctor in an uncomfortable situation, we could not and would not work outside the lawAlso Mr [redacted] filed a negative review with Revdex.com and proceeded to demand a refund siting the cost of the electrical work neededMrM [redacted] tried to communicate with Mr [redacted] however Mr [redacted] was beyond reasonIn addition,Comfort Doctor employees at the home of Mr [redacted] became targets for negative, disrespectful remarksAt this point Comfort Doctor did not feel that Mr [redacted] was acting in good faith or intended to fulfill the contractIn addition Comfort Doctor could not be party to or accused of working outside the scope of the licensing or the law.The combination of these actions Comfort Doctor felt that the customer was in breech of contract.1- Mr [redacted] had requested the work be canceled but agreed to resume after being held to the 20% restocking fee2- Mr [redacted] filed a complaint with the Revdex.com regarding electrical cost when clearly this was not Comfort Doctor's responsibility and if we had any p***cipation in, would have been outside our scope of work and licensing boundaries.3- No monies were exchanged,Mr [redacted] paid no monies out of pocket and the finance company does not pay Comfort Doctor until the job is complete and they have received a "SATISFACTORY COMPLETION AND INSTALLATION CERTIFICATE" from the customer A dispute of electrical cost would present a strong possibility that Comfort Doctor would not be paid for the job until the customer was happy, leaving the company with further lossComfort Doctor had already incurred the purchase of the equipment, cost of time in labor hours for three employees, traveling and transport hours as well as office assistance hours in securing the loan for Mr***In-fact Comfort Doctor is still owed the 20% restocking fee.We would respectfully request that the Revdex.com rule Mr [redacted] in breech of contract and this complaint unfoundedWe would suggest that Mr [redacted] take up his complaint with the State of New Mexico regarding policies and electrical requirements.Should you have any further questions or we can provide additional information to assist in your determination please let us knowRespectfully, Cynthia B***

Thank you for your assistance in resolving this issueComfort Doctor is pleased to inform you this matter has been resolved.The owner of Comfort Doctor Healing, Cooling and Plumbing, Richard M [redacted] and Mr [redacted] M [redacted] had a productive conversationMrM [redacted] ask MrM [redacted] if a licensed HVAC and licensed Plumbing professionals had reviewed the work performed and the recommendations made by Comfort Doctor Heating, Cooling and Plumbing, MrM [redacted] stated that he had not had a licensed HVAC review either, not the HVAC work or proposal to bring the heating unit up to codeHe stated he did have a another licensed plumber perform some necessary plumbing repairsRichard did inform MrM***, yet again that the furnace and water heater are not in compliance with New Mexico code requirements and that Christian C [redacted] (Comfort Doctor HVAC licensed professional) did perform a through evaluation of the unit and based on facts provided by the manufacturer for each component inspectedOn behalf of Comfort Doctor Heating, Cooling and Plumbing, it's commitment to our customers and community, Richard M [redacted] offered to refund the monies paid by MrM [redacted] with the exception of the diagnostic fees Both parties agreed to this resolution and further agreed that there was no ill will or wrongful intentions by Comfort Doctor Heating, Cooling and Plumbing or it's representativesMrM [redacted] was VERY please and would consult with Comfort Doctor Heating, Cooling and Plumbing in the future and would welcome the opportunity to work with Richard or Christian.A refund was made to MrM*** Sincerely,

First and foremost as we previously stated, Mr [redacted] has not paid Comfort Doctor any out of pocket monies and the finance company has not and will not pay for services render by Comfort Doctor Heating, Cooling & Plumbing due to the customer's cancellation/ breech of contractWhile Comfort Doctor has lost revenueComfort Doctor has not and will not be paid for the time/labor and materials supplied, customer sheet metal work, to remove and prepare the area for a new unit Mr [redacted] did not pay for this, yet it lowered the cost of the new unit Mr [redacted] purchased from another companyHe did not have to pay the for the demolition work, cost of disposing of the old unit or prep work necessary to install the new unit.Mr [redacted] states that "MrM [redacted] finally agreed to negotiate a new model furnace"If Mr [redacted] intended to resolve this matter with Comfort Doctor why did he purchase a unit from another company and have it installedWhy is Mr [redacted] asking for "a new model" now? On or about July18th, Cynthia B [redacted] did call Mr [redacted] and requested that he cease calls to Comfort Doctor Employees on their mobile devices, that all calls or correspondence would be handled by the officeEmployees are paid to handle calls in the field and are not paid to take calls from customers, especially if they cannot provide any resolutionCynthia B [redacted] also requested Mr [redacted] to call the office so that arrangements could be made regarding the return of an air conditioner loaned to Mr [redacted] to provide cool air for his home until the new unit could be installedTo date Mr [redacted] has failed to call to make arrangements or return the loaner to Comfort Doctor.In response to Mr***'s statement "The removal of the furnace is considered theft and will be treated as such if not resolved." Comfort Doctor takes great exception to this statementMr [redacted] at no time prior to or during the demolition stated that he wanted the old unitMr [redacted] was fully aware that the old unit had to be removed in order to install the new unitAs a courtesy for our clients and to protect the environment we dispose of the old units properly and per EPA standardsThere was no theft, as Mr [redacted] states he has it's removal on tape, professionals removing old equipment and bringing in and preparing for the new.Once again, Comfort Doctor respectfully request that the Revdex.com rule Mr [redacted] in breech of contract, this complaint unfounded and request that Mr [redacted] make arrangements to return the loaner air conditionerWith a new unit installed he should have no further need of itAnd clearly Mr [redacted] has already received more than he paid forRespectfully, Cynthia B***Operations Manager

Mr [redacted] was issued a refund check (# ***) in the amount of $I spoke to Mr [redacted] personally and confirmed all detailsHe as well as Comfort Doctor Heating, Cooling & Plumbing are happy to have this matter resolved and appreciate the support and assistance of the Revdex.comWith Best Regards, Cynthia B***

Complaint: ***
I am rejecting this response because:Following my complaint on Revdex.com, the owner (Richard M***) decided to cancel the installment due to the negative effect it would have on his business online, not because of any negative or disrespectful remarks made to his workers as Cynthia B*** falsely claimedThis left me and my family without a gas furnaceI contacted comfort doctor and was told the reason for the cancellation was due to my complaint on Revdex.comI was fine with THAT REASON as long as the restocking fee would be waived, which, he assured me it wasAll I asked for after the cancelation was my furnace be returned (which I gave no authority to be removed from my property, I have surveillance footage showing his workers removing the furnace from my property) and for the openings to be closed which were made in my attic for the AC linesMrM***’s response to my request for my furnace was “Your furnace is in the dump, I’ll give you another used furnace”I informed MrM*** that I would either need my old furnace or a new modelI did not feel it was fair to receive a used furnace which may have not been maintained or taken care ofOn July 1st MrM*** finally agreed to negotiate a new model of furnaceHe told me to do some research over the weekend and pick out a “basic” model furnace and get back to him July 5th. His response to the closing of openings in my attic was, “I will have my workers go first thing tomorrow morning (July 2nd) to put a door for any future installs”This also never happened.I sent MrM*** numerous phone calls and voicemails over the next few weeks to resolve the matter and not once did I receive a return phone callI got ahold of one of his workers and notified him I was trying to reach the ownerHe told me he would contact him and see what was going onThe following day I received a voicemail from Cynthia B*** (Secretary) and was told to cease all communication with all workers (including the owner MrM***). Regarding the breaching of contract, I don’t understand how the consumer can breech a contract when the business fails to keep to their schedule, changes the product in your contract and was constantly 2-hours late to every scheduled appointmentI also would like to be clear that comfort doctor decided to cancel the installment, not II issued the complaint during the installment, after comfort doctor failed to arrive on time as scheduled three days continuouslyDue to comfort doctor’s decision to cancel there should not be a 20% restocking fee.I am requesting my furnace be returned in the same condition as it was before it was removed from comfort doctor (regardless of its age), if that isn’t possible I would request a new modelThis was the last agreement that the owner (Richard M***) and I hadThe removal of the furnace is considered theft and will be treated as such if not resolved.Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

The original No Heat call on 1/16/revealed a number of issuesThe furnace was reset, the condition of his unit explained and the customer was given options along with Inv.#*** for services renderedCustomer paid the invoice via check# See invoice attached & please note that
the options are noted on this invoice as well as "20% restock fee cancellation & credit below amount with install"Mr*** stated he would discuss options with his wife. 1/17/Mr*** called MrM*** on his cell phone and approved the purchase of the new unit as they had discussed the day beforeHe also spoke with the office dispatcher confirmed an install date and made arrangements for a Comfort Doctor employee (Dave) to come to his home to pick up the 50% deposit check and receive the invoice# *** for the installPlease note as well that this invoice also reflects "20% restock fee for cancellation"When MrM*** concluded his conversation with Mr*** he then contacted our distributor and ordered the equipment immediately.Mr*** was presented several options- different tier level pricingHe selected the higher one stating it was an investment in his homeHe signed Invoice# *** and presented checks with his signatureBoth invoices clearly state there is a 20% restocking fee, Mr*** received a yellow copy of each original documentComfort Doctor issued a check and personally reviewed everything in our office with both Mr& Mrs*** on 1/23/17. If Mr& Mrs*** had communicated their desire to go with a less expensive model there would not have been a 20% restocking fee, Comfort Doctor would have been happy to apply the deposit to another model (less expensive model)Comfort Doctor was not given that opportunity, Comfort Doctor abides by its contract, as well as it's policies

Complaint: ***
I am rejecting this response because:Revdex.comJefferson StNE Ste AAlbuquerque, NM 87109 RE: Complaint ID *** Your letter of 2/22/included a responce to my complaint from Comfort DoctorIn their message they indicated the matter was resolved and that they issued a refund less their diagnostic feeThis is to inform you that as of this date of 2/27/16, I have recieved no such refund and thus the issue remains unresolved. Sincerely, *** *** CC: *** *** *** *** *** *** *** *** ** ***RE: consumer complaint # ***
[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Complaint: ***
I am rejecting this response because:I would like to make it clear that Comfort Doctor decided to cancel the installation; I had the intentions to continue with the installmentThe reason Comfort Doctor gave for canceling were allegations that I was speaking negatively to their workers, which is completely FALSEThe Comfort Doctor’s workers had no idea what was going on and were questioning management the whole time they were present at my residenceOur decision to do business with another company doesn’t pertain to Comfort DoctorIf Comfort Doctor desired our business they would not have canceled the installation then they would have received their moniesAgain we did not give consent for the removal of our gas furnaceOur future plans for our old furnace is our business and our business aloneIf we don’t receive our old furnace, it’s only fair we get a new unitWe can’t accept a used unit which we have no knowledge of its past maintenance and careOur old furnace was removed due to Comfort Doctor’s poor assumption that it would no longer be neededYes, we did authorize its replacement but not its disposalI myself was not present during the removal, my parents wereLike myself, my parents had no idea the furnace was being removed from my residenceIf Comfort Doctor was unsure, they should have asked.Our statement still stands, if we did not authorize the removal of our equipment then we must consider it theftIf this is not resolved here through the Revdex.com of New Mexico we will handle this matter through civil court, our attorneys have already been notified
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

March 7, 2016Revdex.comJefferson St NE Ste AAlbuquerque, NM 87109RE: Complaint ID ***I’ve received you letter of March 3, in which Comfort Doctor was going to look into the missing refund due meI still have received no refund.Sincerely,*** ***

We will check to see if mail was returned or if address is correct in our system. We will also contact Mr. M[redacted] to see if by now the payment was received.

Please consider this our response to Complaint # [redacted]. Yesterday's transmission was made in error and prematurely. Thank you for your time and consideration regarding this matter. Mr. [redacted]'s original proposal was for 2 options. Option A being Amana which he chose because they offered a...

better warranty than Option B a Trane unit. Comfort Doctor worked with the finance company to assist Mr. [redacted] in securing loan to cover the cost. Once approved for financing and having a signed Proposal from Mr. [redacted] Comfort Doctor ordered the equipment and placed him on our installation schedule based on the estimated time of arrival we were provided by the distributor. The manufacturer, Amana and local distributor back ordered the equipment and it did not arrive. The installation date was rescheduled according to the new ETA. When the date came to install Mr. [redacted]'s system all of the equipment was not available, a p[redacted]al order was received making it necessary to cancel the installation. Comfort Doctor's employees, as well as it's owner did everything possible to secure this order and keep Mr. [redacted] updated as the information became available. Mr. [redacted] disregarded the problems we were experiencing receiving the equipment from the manufacturer and became argumentative. Mr. Richard M[redacted], Owner of Comfort Doctor then offered at no expense to the customer an extended warranty of the Trane unit which was readily available for immediate install. Mr. [redacted] agreed. Comfort Doctor re-arranged it's already demanding schedule to accommodate Mr. [redacted] and began installation. As is required by state regulations we had an electrician come to the [redacted] home and at that time Comfort Doctor was informed the home only had a 60 amp service and a panel upgrade would be required. Mr. [redacted] was informed of the findings and clearly was not happy. He was advised that we could not proceed with the installation until this work was performed. Comfort Doctor has a line item in our contract regarding change orders, Mr. [redacted] was given a quote for the additional scope of work needed to be performed by a licensed electrician. Comfort Doctor was not making a profit on this upgrade/electrical service. Mr. [redacted]'s first response was he wanted to cancel the entire project. Mr. [redacted] was reminded of the "Cancellation Clause: If the customer, for any reason decides to cancel work to be completed, there will be a 20% restocking fee withheld from any refund." in the Comfort Doctor Contract. At this point he agreed to continue with the project but stated his uncle, a licensed Electrician would perform the upgrade. Comfort Doctor did offer a $500.00 credit back towards the electrical upgrade. This was the cost amount included in the agreement for electrical inspection and work needed to be performed by licensed electrician, which Comfort Doctor would not be overseeing. Comfort Doctor would issue this refund upon Satisfactory Completion of the project and having received payment. At this point there has been no monies paid to Comfort Doctor. As normal practice Comfort Doctor requires 50% down and final payment at completion. However, Mr. [redacted]'s finance company does not pay until they have received certain information and a signed form "SATISFACTORY COMPLETION AND INSTALLATION CERTIFICATE" from the customer. Comfort Doctor continued it's work of installing, having the equipment and personnel on site. Next, several things happened during the same time frame; Comfort Doctor learned that Mr. [redacted]'s uncle was not a licensed electrician and legally could not perform the scope of work needed. This put Comfort Doctor in an uncomfortable situation, we could not and would not work outside the law. Also Mr. [redacted] filed a negative review with Revdex.com and proceeded to demand a refund siting the cost of the electrical work needed. Mr. M[redacted] tried to communicate with Mr. [redacted] however Mr. [redacted] was beyond reason. In addition,Comfort Doctor employees at the home of Mr. [redacted] became targets for negative, disrespectful remarks. At this point Comfort Doctor did not feel that Mr. [redacted] was acting in good faith or intended to fulfill the contract. In addition Comfort Doctor could not be party to or accused of working outside the scope of the licensing or the law.The combination of these actions Comfort Doctor felt that the customer was in breech of contract.1- Mr. [redacted] had requested the work be canceled but agreed to resume after being held to the 20% restocking fee2- Mr. [redacted] filed a complaint with the Revdex.com regarding electrical cost when clearly this was not Comfort Doctor's responsibility and if we had any p[redacted]cipation in, would have been outside our scope of work and licensing boundaries.3- No monies were exchanged,Mr. [redacted] paid no monies out of pocket and the finance company does not pay Comfort Doctor until the job is complete and they have received a "SATISFACTORY COMPLETION AND INSTALLATION CERTIFICATE" from the customer.  A dispute of electrical cost would present a strong possibility that Comfort Doctor would not be paid for the job until the customer was happy, leaving the company with further loss. Comfort Doctor had already incurred the purchase of the equipment, cost of time in labor hours for three employees, traveling and transport hours as well as office assistance hours in securing the loan for Mr. [redacted]. In-fact Comfort Doctor is still owed the 20% restocking fee.We would respectfully request that the Revdex.com rule Mr. [redacted] in breech of contract and this complaint unfounded. We would suggest that Mr. [redacted]  take up his complaint with the State of New Mexico regarding policies and electrical requirements.Should you have any further questions or we can provide additional information to assist in your determination please let us know. Respectfully, Cynthia B[redacted]

Mr. [redacted] was issued a refund check (# [redacted]) in the amount of $550.23. I spoke to Mr. [redacted] personally and confirmed all details. He as well as Comfort Doctor Heating, Cooling & Plumbing are happy to have this matter resolved and appreciate the support and assistance of the Revdex.com. With Best Regards, Cynthia B[redacted]

Thank you for your assistance in resolving this issue. Comfort Doctor is pleased to inform you this matter has been resolved.The owner of Comfort Doctor Healing, Cooling and Plumbing, Richard M[redacted] and Mr. [redacted] M[redacted] had a productive conversation. Mr. M[redacted] ask Mr. M[redacted] if a licensed HVAC and...

licensed Plumbing professionals had reviewed the work performed and the recommendations made by Comfort Doctor Heating, Cooling and Plumbing, Mr. M[redacted] stated that he had not had a licensed HVAC review either, not the HVAC work or proposal to bring the heating unit up to code. He stated he did have a another licensed plumber perform some necessary plumbing repairs. Richard did inform Mr. M[redacted], yet again that the furnace and water heater are not in compliance with New Mexico code requirements and that Christian C[redacted] (Comfort Doctor HVAC licensed professional) did perform a through evaluation of the unit and based on facts provided by the manufacturer for each component inspected. On behalf of Comfort Doctor Heating, Cooling and Plumbing, it's commitment to our customers and community, Richard M[redacted] offered to refund the monies paid by Mr. M[redacted] with the exception of the diagnostic fees.  Both parties agreed to this resolution and further agreed that there was no ill will or wrongful intentions by Comfort Doctor Heating, Cooling and Plumbing or it's representatives. Mr. M[redacted] was VERY please and would consult with Comfort Doctor Heating, Cooling and Plumbing in the future and would welcome the opportunity to work with Richard or Christian.A refund was made to Mr. M[redacted].    Sincerely,

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

First and foremost  as we previously stated, Mr. [redacted] has not  paid Comfort Doctor any out of pocket monies and the finance company has not and will not pay for services render by Comfort Doctor Heating, Cooling & Plumbing  due to the customer's cancellation/ breech of contract. While Comfort Doctor has lost revenue. Comfort Doctor has not and will not be paid for the time/labor and materials supplied, customer sheet metal work, to remove and prepare the area for a new unit.  Mr. [redacted] did not pay for this, yet it lowered the cost of the new unit Mr. [redacted] purchased from another company. He did not have to pay the for the demolition work, cost of disposing of the old unit or prep work necessary to install the new unit.Mr. [redacted] states that "Mr. M[redacted] finally agreed to negotiate a new model furnace". If Mr. [redacted] intended to resolve this matter with Comfort Doctor why did he purchase a unit from another company and have it installed. Why is Mr. [redacted] asking for "a new model" now? On or about July18th, Cynthia B[redacted] did call Mr. [redacted] and requested that he cease calls to Comfort Doctor Employees on their mobile devices, that all calls or correspondence would be handled by the office. Employees are paid to handle calls in the field and are not paid to take calls from customers, especially if they cannot provide any resolution. Cynthia B[redacted] also requested Mr. [redacted] to call the office so that arrangements could be made regarding the return of an air conditioner loaned to Mr. [redacted] to provide cool air for his home until the new unit could be installed. To date Mr. [redacted] has failed to call to make arrangements or return the loaner to Comfort Doctor.In response to Mr. [redacted]'s statement "The removal of the furnace is considered theft and will be treated as such if not resolved." Comfort Doctor takes great exception to this statement. Mr. [redacted] at no time prior to or during the demolition stated that he wanted the old unit. Mr. [redacted] was fully aware that the old unit had to be removed in order to install the new unit. As a courtesy for our clients and to protect the environment we dispose of the old units properly and per EPA standards. There was no theft, as Mr. [redacted] states he has it's removal on tape, professionals removing old equipment and bringing in and preparing for the new.Once again, Comfort Doctor respectfully request that the Revdex.com rule Mr. [redacted] in breech of contract, this complaint unfounded and request that Mr. [redacted] make arrangements to return the loaner air conditioner. With a new unit installed he should have no further need of it. And clearly Mr. [redacted] has already received more than he paid for. Respectfully,  Cynthia B[redacted]Operations Manager