All Type Heating & Cooling LLC

I personally spoke with Mr [redacted] & apologized for our mistake After taking a deposit on this vehicle, an agreed upon repair was completed in our shop & the technician mistakenly put the vehicle back on the retail lot The sales associate was on vacation & came back to find that the vehicle had been placed back on the retail lot & sold We alerted Mr [redacted] immediately To resolve this, I reached out to Mr [redacted] , apologized for our mistake, & offered him the opportunity to purchase a comparable vehicle at a discounted price He is happy with this & is coming in tomorrow to look at it Harrison W [redacted] W [redacted] Brothers IncWork (***) ***- [redacted] ext***Cell [redacted]

Initial Business Response / [redacted] (1000, 8, 2016/12/07) */ 4/1/ Patients first visitShe stated she had just had a cleaning last monthShe stated the last dentist she went to just wanted to do too much workDrnoted tooth #has radiolucency at the apex of the toothDrunsure of how long lesion has been presentPatient reports no symptomsDrstated to monitor with periodic radiographs and see if any changes occurPatient was informed of lesion and advised patient that if symptoms occur we will evaluate and treat accordinglyDoctor noted a chip on tooth #and advised the patient to have a crown placed to protect and strengthen that toothDoctor noted decay in multiple areas of tooth #crownThis crown was existingDoctor advised removing the crown and removing the decay and making a new crown 5/4/ Tooth #crown was removedThis crown was done elsewhereAfter removing the crown patient was made aware that the tooth had irreversible pulpitis and a root canal would need to be done or the tooth would have to be extractedThe patient elected to restore the toothAt this appoint the patient was worked into the schedule to get the root canal doneThe tooth was prepped for a crown 8/4/ Patient called and rescheduled the delivery of tooth #crownThe patient was upset how long the visit took the last appointmentIt was noted to not make the patient waitShe was worked into the schedule the last appointment 8/24/ Patient stated she did not want to wait longShe did also want the crown done today on tooth #We accommodated the crown prepTooth #crown was deliveredPrep was done on tooth # 9/6/ Patient feels like the crown on lower right is sitting too highShe was pointing to tooth #Bite was a little high and an adjustment was made I have left [redacted] a message on her cell phone to call me on mine to discuss how I can make her happyMy concern is to make sure she is satisfied with her treatment [redacted] was aware after signing the treatment sheet for the added root canal that she only had [redacted] available of her insuranceAgain I am willing to work on that with herPlease have [redacted] contact me to resolve these mattersPlease have her contact me on my cell phone XXX-XXX-XXXX Sincerely, [redacted]

Good Afternoon, In the events of this case there was a communication breakdown from our end here The customer dropped his vehicle off a week early, which we allowed to happen It was put in line for disassembly to see if it was a total loss The customer called multiple times to get an update and we did not give him the proper update for the vehicle Finally after a week of the customer asking, he was given the proper update that his vehicle is a total lossMoving forward we are setting new processes in place to insure the correct person calls customers every other day based on the estimator who is handling the file We are no longer having multiple people update the same customer because that can lead to confusion on everyone involved with the process These changes have been implemented since *** and we have seen a great turnaround already with the new process Please let me know if there is any additional information needed from me in order to close out this case numberThank you, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint I provided a copy of the actual sticker for this specific vehicle in question and it clearly shows that the sticker price which clearly includes the "Destination Fee" is $34,I still have the original sticker and also provided a copy to the Revdex.com I also provided a copy of the online add which clearly shows the MSRP is $34,(which is the exact price on the sticker) then it shows instant saving of -$3,making the online price $31,Again, this online screen shot was also provided that has the Vin # showing that its for this specific vehicle in question I provided a copy of the contract that clearly shows they $32,was the sale price which is exactly an addition of the destination fee of $Again, this was already in the MSRP and on the sticker prior to the online deductionThe dealership added it back in after the fact I don't know how this could be more clear that they deducted it from the sale price online then added it back in on the contractIf this isn't advertisement and questionable business then I don't know what isI'm really offended and insulted that I can provide copies of these documents for this business yet they are obviously unwilling to look at it but rather provide a generic response with a link to some random vehicle sticker price in an attempt to prove their caseAGAIN, I provided the specific sticker and specific online add for this specific vehicleI'm also offended that they said I did not contact them when I called the Sales Manager myself that night and talked to himI'm sure I can get my phone bills to prove thisI've also made this complaint on every single survey that I received from JeepI cannot believe a business would blatantly lie like this to the Revdex.com In my opinion, this clearly shows the character of this business as they did not review the documents I provided or even checked to see if I provided input and requested assistance which I did on multiple occasionsI'm absolutely sure that [redacted] can find my reviews and request for assistance as they spoke to me about replacing my tire because there was preexisting damage that I reportedAgain, this clearly shows they did absolutely no research prior to responding Again, I'm completely offended that this business would question my integrity when I clearly provided the evidenceI've served on active duty for years and have never been treated or disregarded like this before during my many travelsAlthough I like the [redacted] I truly wish I had never done business with dealership, but rather went to another [redacted] dealershipThey are blatantly lying even when the evidence is clear Please let me know if you need me to provide the sticker, online add and/or contract again Regards, [redacted] ***

I myself took the initial “complaint” phone call from Ms [redacted] back in September She was frustrated because she couldn’t comprehend how her car that was operational when she drove it in to Whitten Brothers could “need an engine” My staff had quoted her the retail amount to replace the engine and I told her I would investigate the scenario and report back to her The short story was the vehicle that she bought elsewhere had been “jury rigged” and a metal screw was drilled into the engine and fabricated in an attempt to secure the timing chain properly if memory serves me correctly She bought a [redacted] with a MASSIVE pre-existing issue that pre-dated her purchase Once we started the “timing chain replacement” repair procedure we “unearthed” this improper “jury rigged” nightmare and there was no putting this [redacted] back together in the same fashion in light of this illegitimate former repair I called Ms [redacted] back and admitted if I were in her shoes I would be equally frustrated and wouldn’t take “our word for it” either and suggested that she come down to the dealership and our technician and service adviser could show here in person the issue I was speaking of Ms [redacted] chose not to take us up on that offer and eventually had her vehicle towed elsewhere Whitten Brothers did not damage her vehicle and offered in light of the scenario to perform the engine replacement at a reduced labor and parts mark-up We had ZERO way of knowing that an improper alteration of her engine was performed by another facility at a prior date and only upon “starting our timing chain replacement” did we “unearth” the MASSIVE issueI respect Ms [redacted] right to “proceed legally” and having already offered to repair this vehicle at a discount and show her exactly what we were talking about and the fact that almost months have elapsed and we have no idea what else has or hasn’t been done to this vehicle since it left whitten brothers I don’t foresee any light at the end of this tunnel I respect Ms [redacted] right to be frustrated, but I think the frustration should be directed at the dealer that sold her this vehicle, not the dealer that unearthed the pre-existing condition

To Whom It May Concern: The customer brought vehicle in for a state inspection which was performed by a licensed state inspectorThe inspector did not feel comfortable passing the vehicle due to the left front inner tie rod having excessive movement and play and it needed to be replaced According to Virginia state guidelines a vehicle cannot pass inspection with play in the tie rodsIn the case of the diagnostic fee of $105.50, we will reimburse the customer this fee as it was not explained to her the steps taken in the diagnostic procedure to warrant and hour check out chargeI called the customer on Friday, February and left a message that I would refund the diagnostic feeI am waiting for a call backI also called on Monday, February and left a messageI will be mailing a refund check today, February Sincerely, Bobby S*Service Manager

In Regards to Case Number ***In accordance to the advertising regulations put forth by the Commonwealth of Virginia, Whitten Brothers discloses that the Destination Charge Is not included in our online pricingSuch disclosure can be seen by clicking the link to one of our Vehicle Detail Pages
below.***We cannot find any records of missed emails or phone calls following the saleHowever, we would like to apologize if this issue has gone unresponded toWe will also take the extra step to build a Destination Charge line into our initial disclosure so that it is highlighted in every deal.Harrison W***Whitten Brothers Inc.Work *** *** ext***Cell *** ***

Patient was first seen on November 28, as a new patient. Patient stated he wanted fillings done because another Dentist said that is what to do. Patient was adamant we do fillings on his teeth and wanted treatment that day. Doctor notes that tooth #had large buccal
facial decay with nerve involvement. Doctor notes tooth #needs a root canal post core and crown with very guarded prognosis. Patient somewhat understood. Doctor noted tooth #has large buccal facial decay. This tooth had extensive decay with a very poor prognosis. Patient understood but still argued about just filling his teeth. A treatment plan was written up for tooth #and and stress poor prognosis. The patient had a lot of other issues going on and several areas of gross decay and stressed extensive comprehensive consult for treatment. Patient was very much argumentative about costs, and why we would not just fill his teeth. It was stated we would not fill his teeth. Patients philosophy was very different from what we stated. Patient was very argumentative with Doctor. It was discussed in detail that tooth #would be better being extracted than restoring and replacing with a temporary bridgePatients next visit was on December 5, 2017. Patient again requested information for overall treatment. Patient hates smile, decay area, spacing, and color of teeth. Patient questioned whitening. Patient stated he just wanted his teeth fixed and to all be done. Patient questioned dentures. Gross decay was noted on teeth #10, 27, 1, 2, 3, 31, 19. A flipper was discussed. Patient was adamant to replace posterior teeth. Discussed deep decay on tooth #and plus possible future treatment with root canal post core and crown vsextraction. Discussed areas of decay on tooth #10. Patient requested whitening. Patient aware if whitening is done before treatment teeth will be sensitive and may need some work redone. Crowns on teeth #6,7,8, Bridge #9-#and a wax up for longevity. Patient declined due to cost of over $6,000. Patient was questioning all the pricing. Discussed writing up a treatment plan to reflect pricing good for one year. Patient questioned dentures again. Implants were also discussed. Patient was very aggressive. After going over multiple different options patient requested just info on immediate upper and lower denture. Extract all teeth. Patient stated his mom, dad, grandma all have denturesFollowing are the internal notes: 3/30/15: EMAIL APPOINTMENT REQUEST: lm for pt to call and sch as requested --jns 11/28/pt gave hippa consent to dougl11/28/pt needs to put $at first appt, then set up for $per month with ACH at first appt for all of this, didn't do write off's and there is a reason for it. Pt has an uncle in kokomo that works at a dental office and wants his xrays told him he needs to pif if he wants them today because not sure if ins will pay for them due to he has been at ASPEN even though he stated he paid in full there and didn't use inssdm 11/28/called aspen and he had a pano and full series done on 5/2/and nothing was submitted to ins, but they really weren't forthcoming with any other information.sdm 12/6/pt called about the implants told him would need $down then $325/month, pt wants to do implants without dentures told him we couldn't do that you have to do ext and dentures with implantssdm 12/6/pt is now interested in option which is for the partials, I emailed him his estimated out of pocket and financials, also mailing him a copy of treatment sheet. Told pt if he goes with this option he has to maintain his teeth and do cleanings as needed. First appt is for cleaningsdm 12/6/oked for pt to put $down and keep pmts the same as on tx sheet $155/monthsdm 12/7/DNS due to pt indecisive with tx and keeps going elsewhere for opinions, pt was condescending to Dr, Spiguzzza, Nicole and I and also with AMCY, it is best if pt goes elsewhere, DNSsdm 12/9/pt didn't get my email from 12/came in for appt, told pt why we can't see him and gave him copy of email I sent him on 12/7, pt wanted to talk with Dr***, so the of us talked, pt stated he was going to get his attorney so told pt we will not see him for anything no even a tooth achept left then came back and wanted to talk to someone so Brian told him we are done with him12-9/DO NOT SCHEDULESDM HIS CHART IS IN MY OFFICE ON FLIN CABINETSDM 4/12/pt came in for walk in and told him we would not see him here, pt went to Revdex.com and reported us and patient emailed the complaint to meSdm Due to the fact that the patient was very aggressive and lacked confidence in Afdent it is best the patient seeks treatment elsewhere. Two doctors, my front office manager and myself have dismissed this patientPlease let me know what else you may needSincerely, *** ** *** C.E.O

We performed several warranty repair issues for the customer in The customer has not been in to have any services performed since October of We will be happy to schedule an appointment for them to come in and have their *** checked over for any concerns

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
To Whom it may concern:I am going to begin with this is not a humane, morally correct or spiritually enlightened way to continue towards a resolution The statement was not accurate beginning with who my initial points of contact begin with, therefore I cannot continue with this, because I now realize this will be a petty back and forth nonintellectual mild disputeWe must state the facts My complaint is not to insult nor make *** look badI would never do that to any companyI have never had such an experience with any dealership in ***Contacting Revdex.com was a courtesy with expectation that a positive outcome and verbal resolution could come from such a negative experienceI am neither frustrated nor upset with Whitten’s ***My belief is that this is just the society we live in and I will now leave it in God’s Hands and move forward with my legal proceedings.Thank you to everyone who has taken time to review this complaint and feel it was done with moral integrity.*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. 
I provided a copy of the actual sticker for this specific vehicle in question and it clearly shows that the sticker price which clearly includes the "Destination Fee" is $34,530. I still have the original sticker and also provided a copy to the Revdex.com.
I also provided a copy of the online add which clearly shows the MSRP is $34,530 (which is the exact price on the sticker) then it shows instant saving of -$3,302 making the online price $31,228. Again, this online screen shot was also provided that has the Vin # showing that its for this specific vehicle in question.
I provided a copy of the contract that clearly shows they $32,223 was the sale price which is exactly an addition of the destination fee of $995. Again, this was already in the MSRP and on the sticker prior to the online deduction. The dealership added it back in after the fact.
I don't know how this could be more clear that they deducted it from the sale price online then added it back in on the contract. If this isn't false advertisement and questionable business then I don't know what is. I'm really offended and insulted that I can provide copies of these documents for this business yet they are obviously unwilling to look at it but rather provide a generic response with a link to some random vehicle sticker price in an attempt to prove their case. AGAIN, I provided the specific sticker and specific online add for this specific vehicle. I'm also offended that they said I did not contact them when I called the Sales Manager myself that night and talked to him. I'm sure I can get my phone bills to prove this. I've also made this complaint on every single survey that I received from Jeep. I cannot believe a business would blatantly lie like this to the Revdex.com.
In my opinion, this clearly shows the character of this business as they did not review the documents I provided or even checked to see if I provided input and requested assistance which I did on multiple occasions. I'm absolutely sure that [redacted] can find my reviews and request for assistance as they spoke to me about replacing my tire because there was preexisting damage that I reported. Again, this clearly shows they did absolutely no research prior to responding.
Again, I'm completely offended that this business would question my integrity when I clearly provided the evidence. I've served on active duty for 27 years and have never been treated or disregarded like this before during my many travels. Although I like the [redacted] I truly wish I had never done business with dealership, but rather went to another [redacted] dealership. They are blatantly lying even when the evidence is clear.
Please let me know if you need me to provide the sticker, online add and/or contract again.

Regards,
[redacted]

I myself took the initial “complaint” phone call from Ms. [redacted] back in September 2016.  She was frustrated because she couldn’t comprehend how her car that was operational when she drove it in to Whitten Brothers could “need an engine”.  My staff had quoted her the retail amount to...

replace the engine and I told her I would investigate the scenario and report back to her.  The short story was the vehicle that she bought elsewhere had been “jury rigged” and a metal screw was drilled into the engine and fabricated in an attempt to secure the timing chain properly if memory serves me correctly.  She bought a [redacted] with a MASSIVE pre-existing issue that pre-dated her purchase.  Once we started the “timing chain replacement” repair procedure we “unearthed” this improper “jury rigged” nightmare and there was no putting this [redacted] back together in the same fashion in light of this illegitimate former repair.  I called Ms. [redacted] back and admitted if I were in her shoes I would be equally frustrated and wouldn’t take “our word for it” either and suggested that she come down to the dealership and our technician and service adviser could show here in person the issue I was speaking of.  Ms. [redacted] chose not to take us up on that offer and eventually had her vehicle towed elsewhere.  Whitten Brothers did not damage her vehicle and offered in light of the scenario to perform the engine replacement at a reduced labor and parts mark-up.  We had ZERO way of knowing that an improper alteration of her engine was performed by another facility at a prior date and only upon “starting our timing chain replacement” did we “unearth” the MASSIVE issue. I respect Ms. [redacted] right to “proceed legally” and having already offered to repair this vehicle at a discount and show her exactly what we were talking about and the fact that almost 7 months have elapsed and we have no idea what else has or hasn’t been done to this vehicle since it left whitten brothers I don’t foresee any light at the end of this tunnel.  I respect Ms. [redacted] right to be frustrated, but I think the frustration should be directed at the dealer that sold her this vehicle, not the dealer that unearthed the pre-existing condition.

Initial Business Response /* (1000, 8, 2016/12/07) */
4/1/2016
Patients first visit. She stated she had just had a cleaning last month. She stated the last dentist she went to just wanted to do too much work. Dr. noted tooth #30 has radiolucency at the apex of the tooth. Dr. unsure of how long...

lesion has been present. Patient reports no symptoms. Dr. stated to monitor with periodic radiographs and see if any changes occur. Patient was informed of lesion and advised patient that if symptoms occur we will evaluate and treat accordingly. Doctor noted a chip on tooth #14 and advised the patient to have a crown placed to protect and strengthen that tooth. Doctor noted decay in multiple areas of tooth #31 crown. This crown was existing. Doctor advised removing the crown and removing the decay and making a new crown.
5/4/2016
Tooth #31 crown was removed. This crown was done elsewhere. After removing the crown patient was made aware that the tooth had irreversible pulpitis and a root canal would need to be done or the tooth would have to be extracted. The patient elected to restore the tooth. At this appoint the patient was worked into the schedule to get the root canal done. The tooth was prepped for a crown.
8/4/2016
Patient called and rescheduled the delivery of tooth #31 crown. The patient was upset how long the visit took the last appointment. It was noted to not make the patient wait. She was worked into the schedule the last appointment.
8/24/2016
Patient stated she did not want to wait long. She did also want the crown done today on tooth #14. We accommodated the crown prep. Tooth #31 crown was delivered. Prep was done on tooth #31.
9/6/2016
Patient feels like the crown on lower right is sitting too high. She was pointing to tooth #31. Bite was a little high and an adjustment was made.
I have left [redacted] a message on her cell phone to call me on mine to discuss how I can make her happy. My concern is to make sure she is satisfied with her treatment. [redacted] was aware after signing the treatment sheet for the added root canal that she only had [redacted] available of her insurance. Again I am willing to work on that with her. Please have [redacted] contact me to resolve these matters. Please have her contact me on my cell phone XXX-XXX-XXXX.
Sincerely,
[redacted]

I personally spoke with Mr. [redacted] & apologized for our mistake.  After taking a deposit on this vehicle, an agreed upon repair was completed in our shop & the technician mistakenly put the vehicle back on the retail lot.  The sales associate was on vacation & came back to...

find that the vehicle had been placed back on the retail lot & sold.  We alerted Mr. [redacted] immediately.  To resolve this, I reached out to Mr [redacted], apologized for our mistake, & offered him the opportunity to purchase a comparable vehicle at a discounted price.  He is happy with this & is coming in tomorrow to look at it.  Harrison W[redacted]W[redacted] Brothers Inc. Work ([redacted]) [redacted]-[redacted] ext. [redacted]Cell   [redacted]

Good Afternoon, In the events of this case there was a communication breakdown from our end here.  The customer dropped his vehicle off a week early, which we allowed to happen.  It was put in line for disassembly to see if it was a total loss.  The customer called multiple times...

to get an update and we did not give him the proper update for the vehicle.  Finally after a week of the customer asking, he was given the proper update that his vehicle is a total loss. Moving forward we are setting new processes in place to insure the correct person calls customers every other day based on the estimator who is handling the file.  We are no longer having multiple people update the same customer because that can lead to confusion on everyone involved with the process.  These changes have been implemented since [redacted] and we have seen a great turnaround already with the new process.  Please let me know if there is any additional information needed from me in order to close out this case number. Thank you, [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]

To Whom It May Concern: The customer brought vehicle in for a state inspection which was performed by a licensed state inspector. The inspector did not feel comfortable passing the vehicle due to the left front inner tie rod having excessive movement and play and it needed to be replaced....

According to Virginia state guidelines a vehicle cannot pass inspection with play in the tie rods. In the case of the diagnostic fee of $105.50, we will reimburse the customer this fee as it was not explained to her the steps taken in the diagnostic procedure to warrant and hour check out charge. I called the customer on Friday, February 19 and left a message that I would refund the diagnostic fee. I am waiting for a call back. I also called on Monday, February 22 and left a message. I will be mailing a refund check today, February 23. Sincerely, Bobby S[redacted]Service Manager