American Family Insurance - Joel Alexander

Just talked with Mr*** and he is scheduled for February 1st. I did explain to him that it would need to be very dry when we sealed the plugged opening. He said that he understood. Thank you. *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[redacted],Just to let you know that Finley Gutter have not been here.  Last week (Friday) the secretary called and said they would be here Monday.  They did not show nor call.  Same old scenario.[redacted]

As we already explained in our June 16 2017 letter, after the initial installation of our system in January of 2009, you did not contact RAdata for any additional radon testing, annual service or repairs to the radon system until 5/2/2017, over eight (8) years later even though the label on your radon system contains an advisory that the building should be tested for radon at least every two years or as required or recommended by state or local agencies.  Additionally, the warranty on your radon system expired on 12/1/2011. On 5/2/2017 you initiated contact with our office to inquire about performing a service visit on your existing radon mitigation system. You advised our office that you were selling your home and that your radon fan was running but the radon levels in the home were recently tested at or above 7.0 pCi/L.   At the time of the service, you requested that our technician replace your radon fan with a larger radon fan than was originally installed in your radon system.  Because customers do not typically ask for a different fan model at time of replacement, and because our technician advised against the fan you requested noting that it could create more operating noise, he also specifically obtained your signature on the Proposal #[redacted], dated 5/12/2017 noting that you wanted the larger fan.   On 5/24/2017, you emailed RAdata notifying us that your radon levels had increased after retesting, and made a statement that you expected a: “guarantee that Radon levels will be below 4.0 as tested by an electronic device through a firm not affiliated with your company”.  RAdata did not offer to provide you with any such guarantee at any time after the expiration of the original installation guarantee, which expired on 12/1/2011.   As we have already explained to you in greater detail, radon is naturally occurring and radon levels are not a constant and it is our opinion that the home needs additional work to reduce the radon levels.  We have already offered to continue to work with you on the radon reduction efforts for your home (we must charge fees for any services rendered/products sold). In response, you expressed to me that you did not want to continue to work with us.  As I explained to you on the telephone when you called me on 6/20/2017, we are unable to offer you the refund you are requesting on the product (the fan). The product is used and cannot be resold. Nonetheless, we will attempt to arrange an exchange of the fan unit with the product manufacturer if you would like. Please keep in mind that I cannot guarantee that the manufacturer will grant the request, since there is no defect in the product that you purchased.   If the manufacturer agrees to replace the [redacted] model with the [redacted] model, you will need to remove the [redacted] fan and mail it to my attention (this statement assumes that you are still the legal home owner – only a NJ Certified Radon Mitigation Business or the owner of the home may work on an active radon system).  Once the fan is received at our office, as a courtesy we will proactively mail an [redacted] fan unit from our stock to the property address for your use as the complete and sole remedy to your request.  (I will wait for the manufacturer’s exchange to arrive and return it to our stock).  If you would like to hire RAdata to install the new [redacted] fan unit, you may do so; our standard service call fee of $190.85 will apply and will include a self-service radon test kit.  Otherwise you may have any other NJ Certified Radon Mitigation Business install the fan, or as the home owner you may install the fan yourself (although we do advise against home owners self-servicing radon systems).  Please remember to re-test the radon levels after the fan change.  If the radon levels are still elevated, you will need to have additional work performed to reduce the radon levels at an additional cost.   Please advise if you would like us to pursue the exchange attempt.

Hi [redacted], Attached is the proposal for the work on [redacted] mothers home at [redacted]., Greenville, SC.   He asked us to do item #2 on the proposal.  The proposal states that we will repair section of fascia board, paint and then hang new gutter on the front. ...

The home at [redacted] has been neglected for many years.  We have explained that he would need a painter to do the necessary painting for the entire front of the home.  This area needs extensive scraping, priming and painting.  The section of rotten fascia that we replaced was primed and painted.   Please let us know your suggestion. Thank you [redacted]

Complaint: [redacted]
I am rejecting this response because:
Simple question that you are conveniently & constantly dodging here. Why did your "senior" technician offer a fan replacement when he knew fully well it wasn't going to solve the problem, let alone result in a marginal improvement?
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Again you are not answering the question directly. Since it was known by your senior technician that the fan replacement would not help why did he even bother recommend changing it? It just confirms that the fan change was an unethical revenue generation exercise. He should have stuck with the dual exhaust solution as the only way to move forward 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
My point is the fan change recommendation cannot and should not have been made based simply on age and without the reasonable expectation of a slightly better or in worst case even a neutral outcome. In this case the expensive fan change made matter much worse. So it was basically an unnecessary product sell as well as price gouge on the product itself 
Regards,
[redacted]

Dear Revdex.com,
 
We are in receipt of the last customer response to complaint [redacted].  
 
At Modern Tire we believe in providing professional
automotive repair and excellent customer service.  It’s regretful that we were not allowed the
chance to do so with Ms. [redacted].  
 
When Ms. [redacted] visited our facility her vehicle’s air
conditioning system was blowing warm air. 
We inspected the air conditioning system and determined that it was low
on refrigerant, the high and low pressure Shrader Valves were leaking and that
the Orifice Tube (a screen type filter) was clogged with debris.  Our recommendation was to replace the Shrader Valves, the Orifice Tube, flush the system to remove the debris, Evacuate
and Recharge the system and install “Leak Dye” to help detect any other
potential leaks.  Air conditioning
systems are sealed and often times there can be more than a single leak in
these syste**.  The proper course of
repair is to perform a thorough inspection of the system, repair the known
identified leaks, recharge the system and check for additional leaks.  We did just that and installed “Leak Dye” to
assist in locating any other leaks that may manifest.  When “Leak Dye” is installed, we properly
inform the customer that it is done to assist with leak diagnosis and often
requires the vehicle to be operated for a few days then returned to us for a
free leak recheck.  Should there be an
additional leak, the “Leak Dye” significantly reduces the diagnostic time in
locating the leak.  At such point, we
would recommend the appropriate repair and fully warranty the Evacuate and
Recharge which would need to be re-serviced.
Instead of returning to us to determine the extent of
additional air conditioning leaks, Ms. [redacted] elected to go elsewhere to
complete the remainder of the repair to her vehicle’s air conditioning
system.   By making this decision, Ms. [redacted] forwent the opportunity of having us complete what in this case was a
two-step repair and  also forwent receiving
the Evacuate and Recharge at no charge under our Air Conditioning
Warranty.  As a result, Ms. [redacted]
incurred costs at another facility that would have been fully warrantied by
us.  Further, had we not taken the
initial repair steps of replacing the Shrader Valves, the Orifice Tube and flushing
the debris from the system Ms. [redacted] would have surely incurred these costs
elsewhere.
We stand completely behind all of our work with nationwide
written warranties.  In Ms. [redacted]’s
case we were never given the opportunity to honor our warranty despite repeated
requests for her to return so we could look at the vehicle with her and point
out the reasons for our recommendations and review the steps required for the
complete repair of her air conditioning system. 
Nonetheless, complete customer satisfaction is our top
priority and we want every customer to be comfortable with their repair and
service decisions.  Therefore, our
location manager will attempt to contact Ms. [redacted] by telephone within 48
hours to setup a time that is convenient for her to return to the location to
receive a refund to her Visa card.Sincerely, Shawn L[redacted]General Manager

We have been trying to schedule this service call with the customer, and as we have discussed, our business hours are Monday through Friday 8:00am-5:00pm. We have been in business since 1984 and we have never been open on the weekends or after hours. We cannot require employees to work night...

and/or weekend hours. We did ask the customer if there are any family, friends, or neighbors, etc. (anyone else) that can provide access to the property during our business hours so that we can get this service call scheduled.  We also offered him our first appointment of the day. None of this was acceptable to the customer.

Complaint: [redacted]
Please let me know your willingness to resolve the matter through Revdex.com forum. If the answer is no I indeed plan to pursue other remedies including consumer affairs and/or small claims court
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I strongly believe that Modern Tire Employees knowingly performed unnecessary repairs to my vehicle that they knew would only temporarily fix the the problem. They knew my vehicle would be returned to their facility when the problem would present itself soon after they claimed they "fixed" it , warranting additional costly repairs needed. Since the true repairs needed to my vehicle were not related to their original repairs Modern Tire performed, it would be considered a "different problem," therefore not covered under warranty of original repairs made. In addition, Modern Tire used scare tactics to trick me into complying with the unnecessary replacement of a Serpentine Belt and Pulley, which under further investigation, proved to be entirely false and fabricated by the employees at Modern Tire. If I had agreed to allow them to perform these repairs, it would have been extremely costly and 100% unnecessary. Using scare tactics to trick customers into costly purchases is illegal, unethical, and theft. They should be ashamed, embarrassed, and disgusted with themselves.I have brought our vehicle to another respectable Automotive Repair Facility for ethical and accurate repairs. They have confirmed that Modern Tire's original repair to my vehicle (replacing the shrader valves) would have no impact and certainly no loong term affect on fixing our A/C problem, as it was discovered by our new mechanic that the A/C line was clearly and visibly leaking freon - a problem so obvious that Modern Tire deliberately chose to ignore and charge us over $400 for a completely different repair. The invoice for these corrected repairs is attached, with notes from mechanic.I will absolutely not return the vehicle to them for any further inspection or services what so ever. I trusted their expertise when I originally brought the vehicle to them and paid for their services. They lied to me about repairs needed and then unethically charged me for unnecessary repairs. I will not give them any more benefit of the doubt. Businesses that exploit their customers have no place in a competitive business market and do not deserve second chances.I am seeking a FULL reimbursement from Modern Tire for the unnecessary repairs they made to my vehicle while it was in their possession. Failure to reimburse the full amount charged to me will result in a formal complaint with Department of Consumer Protection, the local news agencies (in which I work closely with), as well as social media. 
Sincerely,
[redacted]

Dear Revdex.com.I received the complaint you forwarded on behalf of our customer.   On July 29th the location manager Joey F[redacted] reached out via telephone, spoke with the customer, and invited  the customer back down so that he and myself could inspect the vehicle and also review the findings...

of other repair facilities.  The customer has refused to return to our facility to reinspect the vehicle.   Today's vehicles are very complicated and we understand there can be miscommunication regarding recommended repairs.   Modern Tire has been in the repair business in central Connecticut for more than 40 years and without further documentation feel that our recommendation was accurate.  With that said we are human and we can make mistakes but when given the opportunity we are more than happy to make it right.Additionally, the customer alleges that the original repair failed the day after the service.  All work performed by Modern Tire is warrantied and that warranty is provided to the customer in writing on the back of the invoice.  The customer can receive warranty repair during the warranty period if the vehicle is presented at any of our 4 locations for inspection.I  do regret that the customer is experiencing problems with the vehicle after our repair and hope to have an opportunity to inspect the vehicle. We do however feel it as reasonable to be given the opportunity to stand behind our work by providing warranty service instead of an automatic refund.Sincerely,Shawn L[redacted]General Manager[redacted]

Dear Revdex.com,We received the complaint filed by our customer Mr. Lemos.  We have attempted to contact him by phone to discuss this issue without success.  We regret Mr. Lemos experience at Modern Tire did not meet his expectations and that is something we sincerely wish to correct.  ...

 Though we would like to have discussed the experience in person with Mr. Lemos we agree to his requested refund of $219.00.   In addition we apologize and request a future opportunity to earn his trust again.  We have added an additional $100.00 in store credit to his rewards account that can be used for future services over the next year.Modern Tire and Auto Service is a family owned an operated business providing tires and automotive services in central Connecticut for more than 40 years.    We are committed to 100% customer satisfaction.   Sincerely,Shawn L[redacted] General Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
I would like to know how they will be issuing the refund, by check or cash? Thank You.
Sincerely,
[redacted]