Aquarius Door Services

Complaint: [redacted] I am rejecting this response because: I was upset because of the ceiling insulation and the damage to my home and my income If a man would have reacted in this matter, language and all, nothing would have been said The work would have been completed that day The "employees" of this company have laughed at my weaving, laughed at my photos of the damage, left trash on my property The original work was scheduled for 2/2017, but was cancelled "due to rain" As there was no rain on that date, the tone was set for their attitude towards me Why does an inside job get cancelled due to rain? I have submitted my quote to AACOG, as M & M know very well is the intermediary in this matter I do not see why this "business" has to drag this matter out so long A two day job took over two months Apparently this "business" does not act in a professional manner and is discriminating towards senior, disabled women Regards, [redacted]

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

Ms*** has been asked on several occasions to provide some sort of documentation which may substantiate her various claims. As of this writing, she has failed to do so. If and when she does, her claim will be addressed through the process of an established dispute resolution procedure. Until such a time, no further action will be taken regarding this matter

Ms***’s recollection of the events surrounding this incident are vastly different than the experience recalled by M&M employees. On 3/21/17, *** ***, M&M Director of Weatherization, was asked to e-mail to AACOG what she experienced with Ms*** the previous day to
include her language and behavior. An unexpurgated copy of the body of that e-mail follows:“We scheduled with Ms*** to start her duct change out on 3/20/We informed her that the change out could take up to two days to complete since it was a complete remove and reinstall of all ductsWhile trying to schedule, Ms*** was very rude to our CSR calling her dumb and making comments about her not knowing what she was doingOur CSR kept a friendly attitude and finally was able to get her to scheduleWhen our HVAC team arrived at her home they took pictures of the existing ceiling damage as they always do and started work on her homeThe HVAC team were two ducts away from finishing when one of our employees accidentally put his foot through Ms***’s ceilingAt that point Ms*** became enraged and started cussing at the employeesShe told them, “ Look what you *** did to my home, you *** *** messed up my home.” At that point our HVAC employees called their manager *** *** to report what happenedHe informed them to clean up the mess and then take lunch until he is able to make it out to her homeWhile the employees were speaking with their manager Ms*** called into the officeOnce our CSR answered the phone she could hear Ms*** screaming at the HVAC employeesShe then asked to speak to the owner, the owner was out to lunch so the phone call was transferred to meI then answered the line and informed Ms*** that the owner was out to lunchShe screamed at me I don’t give a *** where the owner is you better get them on the phoneI informed her that the owner leaves the premises for lunch but I was the DirOf Weatherization and could help herShe then said yeah who cares I’m just some old women and they don’t care to talk to meI explained that it wasn’t the case he was just at lunch but again I would be more than happy to help herShe then hung up on meTen minutes later she called back and asked to speak to the owner againOur CSR told her he was out to lunch but she could transfer her to a supervisorMs*** then agreed to speak to me so the call was transferred to meWhen I answered the call Ms*** began yelling at me that my it employees put their foot through her ceilingI apologized to her and informed her that the manager for the HVAC department was heading to her home to look at the damageShe then called the manager an *** and told me I need to send a professional cleaning crew to her homeI informed her the guys were going to clean up their mess and then would take lunch until the manager was able to make it to her houseShe then stated well when do you plan of getting this huge hole fixed, next month probably because yall are good for nothingI then informed her we would have the whole patched the same dayShe then said we will see and hung up on meI then called the HVAC manager and a weatherization crew to find out when each would be able to get to her homeThe HVAC manager informed me he would be at her home by 2:00pm and so I informed him I would have a weatherization crew there at that time as well to get the hole patchedI then called Ms*** back to give her an exact time someone would be at her homeOn this call she did not say one word just listened and then said goodbyeTen minutes after speaking with her she called again asking for the ownerThe call was then transferred to *** [one of the owners] when she began calling the employees *** and it*** then asked her not to speak about his employees that way and he understood she was upset and we would do everything we could to get the mess cleaned up and the hole patchedWhile she was on the phone with *** our HVAC manager arrived at her home and she hung up on ***She then proceeded to tell our HVAC manager that his employees were *** *** *** ***He asked her to please stop talking about his employees that way and he was here to helpHe apologized and explained to her that it was just an accident and that we will do everything we can to make sure her ceiling is back to the way it was beforeShe then said we will see and walked awayAbout ten minutes after that conversation she called me back and told me I need to reimburse her $for the damaged woolI informed her that I will have the guys take pictures and I will discuss with AACOG how we will proceedI then told her my weatherization guys would be patching the hole but we would not be returning to texture and paint until someone from AACOG was able to accompany usShe then hung up on me and that was the last I heard from her on 3/20/The morning of 3/21/17, I received another call from Ms***She said someone was supposed to be at her home at 9am this morning to fix the *** up that my employees caused at her homeI then asked her to please watch her langue and informed her that I told her yesterday that we would not be returning to her home to texture and paint the patch until someone from AACOG could meet us out thereShe then said of course you are going to give me the damn run around because you don’t want to do *** and hung upThis is the last communication I have had with her.” M&M coordinated with a representative of AACOG and returned to the jobsite on 3/24/to texture and paint the patched hole in the ceiling. Although she conducted herself in a manner similar to that as on the previous occasion, Ms*** signed-off that the work was completed to her satisfaction.As to her proposed settlement of $500.00, Ms*** originally told *** *** that the $was for the cost of the yarn, subsequently told the AACOG representative the $was to reimburse her for the cost of a professional loom cleaning, and is now claiming that the $is to compensate her for a lost commission. Regardless of what may or may not be true, Ms*** has been asked on several occasions to provide some sort of documentation which may substantiate her claims. As of this writing, she has failed to do so. If and when she does, her claim will be addressed through the process of an established dispute resolution procedurel us why here

Thank you for bringing this complaint to our attention as this is the first we've heard of it. I have reviewed the file for [redacted] and found that the work was completed under the CPS Energy Casa Verde program for which we are a contractor.  The work was completed on 4/11/2016 and inspected...

by a third party inspection company on 4/22/2016.  All of the work was passed and signed off on with no issues reported at that time by the client and the third party inspector and the case was subsequently approved and closed by CPS Energy.  As is the policy with CPS Energy, M&M Weatherization generally warrants its work for one year after completion and inspection but with specific items such as windows or other things that can subsequently be broken, these items must be identified at the time of inspection.  Clients are made aware of this requirement upon enrollment in the program, and therefore CPS Energy does not hold the contractor responsible for replacing such items if they are not reported by the client at the time of inspection.  Nonetheless, the way the program is set up the client is to report any issues after inspection to CPS Energy so they can investigate the claim. I spoke with a representative of CPS Energy and they have no record of the client filing a complaint. Also after reviewing our file I see no record of the client reporting the complaint to our company. Should any further information be necessary, please feel free to contact me.

Complaint: [redacted]
I am rejecting this response because:  I was upset because of the ceiling insulation and the damage to my home and my income.  If a man would have reacted in this matter, language and all, nothing would have been said.  The work would have been completed that day.  The "employees" of this company have laughed at my weaving, laughed at my photos of the damage, left trash on my property.  The original work was scheduled for 2/2017, but was cancelled "due to rain".  As there was no rain on that date, the tone was set for their attitude towards me.  Why does an inside job get cancelled due to rain?  I have submitted my quote to AACOG, as M & M know very well is the intermediary in this matter.  I do not see why this "business" has to drag this matter out so long.   A two day job took over two months.  Apparently this "business" does not act in a professional manner and  is discriminating towards senior, disabled women.    
Regards,
[redacted]

The owners of M&M Weatherization Company have interacted with the complainant and resolved all issues to her satisfaction.