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]
To Whom It May Concern:
The boiler that was
installed is not low end equipment; it is equipped with electronic ignition and
vent damper. It has a five year parts and labor warranty and a limited
lifetime factory warranty on the boiler's vessel.
The alleged cost that
Mr. [redacted] is...
quoting is not a real life cost that he perhaps found information
on the internet from a fly by night provider. All equipment of this type
not bought from a legitimate wholesaler and dealer causes all factory warranties to be null and void. But just for example if we use these numbers and use
standard industry mark up for overhead, profit and warranty reserve cost of
material with proper markup would be $4465.00, add the $1200 for labor, which
is a low number it comes to $5665.00 add the $145 emergency service call that
was provided within 2 hours of request on a day with -0 wind chill and 0
visibility on Lake Road and the 3% the credit card company charges to process
credit card payment it is quite obvious our price is fair market value, is well
within industry average.
We stand by our price.
Sincerely yours,
Frederick J M[redacted]
PresidentEmpire Heating & Air Conditioning469 East Ridge RoadRochester, NY 14621585-325-6760
Empire Heating & Air Conditioing 469 East Ridge Road Rochester, NY 14621 December, 4 2015[Date] [redacted]
[redacted]
[redacted] Dear [redacted] Thank you for notifying us of your complaint. We strive...
to provide our customers with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaint. Your patronage is important to us, and in the future we will make sure to not only take care of any warranty issues that arise but we’ll also make sure we send a different technician to take care of these issues. Please send us the bill from other company for review and reimbursement. Thank you again for bringing these matters to our attention. Sincerely, Empire Heating & Air Conditioing 469 East Ridge Road Rochester, NY 14621 President Fred Metzler
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you Revdex.com for this new response. However, again, Empire
Heating has failed to provide me with what I’ve been asking for; now for the ninth time. I want an itemized breakdown of the costs associated with the
installation of the Peerless Boiler & accessories which were installed in
my residence. Providing a breakdown
should not be difficult. I need this to understand what I have paid for and to
support any warranty issues that I may have with the products and service
associated with this installation.
It makes me wonder if Empire is hiding something. Is it the
fact that they may have over charged me and may have taken advantage of me as a
consumer is this situation – or because I trusted Empire to do the right thing
based of recommendations from friends and conversation with their employee – or
because I did not demand a written breakdown of what they were going to provide
before I agreed over the phone while on vacation – or that I was not present
when they performed the diagnosis and installation – or because I was in a bad
situation due to the weather (similar to flood victims or victims of natural
disasters) and was not present to watch every detail of the product and service
provided?
I do not understand why Empire is avoiding my request; other
than to say - to any reasonable person, I have been taken advantage of as a
consumer.
I don’t accept the “compromise” that Empire has offered, I want an itemized breakdown of the costs
associated with the installation as I have been asking for from the beginning
of this dispute.
What I will accept to close this dispute is the itemized
breakdown of costs and the $2000.00 cash refund; I will then provide Empire
with a Letter of Release for any and all claims.
Regards,
[redacted]
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]
To Whom It May Concern:
The boiler that was
installed is not low end equipment; it is equipped with electronic ignition and
vent damper. It has a five year parts and labor warranty and a limited
lifetime factory warranty on the boiler's vessel.
The alleged cost that
Mr. [redacted] is...
quoting is not a real life cost that he perhaps found information
on the internet from a fly by night provider. All equipment of this type
not bought from a legitimate wholesaler and dealer causes all factory warranties to be null and void. But just for example if we use these numbers and use
standard industry mark up for overhead, profit and warranty reserve cost of
material with proper markup would be $4465.00, add the $1200 for labor, which
is a low number it comes to $5665.00 add the $145 emergency service call that
was provided within 2 hours of request on a day with -0 wind chill and 0
visibility on Lake Road and the 3% the credit card company charges to process
credit card payment it is quite obvious our price is fair market value, is well
within industry average.
We stand by our price.
Sincerely yours,
Frederick J M[redacted]
PresidentEmpire Heating & Air Conditioning469 East Ridge RoadRochester, NY 14621585-325-6760
Empire Heating & Air Conditioing 469 East Ridge Road Rochester, NY 14621 December, 4 2015[Date] [redacted]
[redacted]
[redacted] Dear [redacted] Thank you for notifying us of your complaint. We strive...
to provide our customers with the best possible service, and when you feel that it fails to meet your expectations, it’s important for us to know. We’re sorry that you received service that prompted you to contact us with a complaint, and we regret any inconvenience or frustration that your experience has caused you. To ensure that our staff conducts itself in a manner that reflects the high regard that we have for our customers, we’ve notified the proper department of your complaint. Your patronage is important to us, and in the future we will make sure to not only take care of any warranty issues that arise but we’ll also make sure we send a different technician to take care of these issues. Please send us the bill from other company for review and reimbursement. Thank you again for bringing these matters to our attention. Sincerely, Empire Heating & Air Conditioing 469 East Ridge Road Rochester, NY 14621 President Fred Metzler
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Thank you Revdex.com for this new response. However, again, Empire
Heating has failed to provide me with what I’ve been asking for; now for the ninth time. I want an itemized breakdown of the costs associated with the
installation of the Peerless Boiler & accessories which were installed in
my residence. Providing a breakdown
should not be difficult. I need this to understand what I have paid for and to
support any warranty issues that I may have with the products and service
associated with this installation.
It makes me wonder if Empire is hiding something. Is it the
fact that they may have over charged me and may have taken advantage of me as a
consumer is this situation – or because I trusted Empire to do the right thing
based of recommendations from friends and conversation with their employee – or
because I did not demand a written breakdown of what they were going to provide
before I agreed over the phone while on vacation – or that I was not present
when they performed the diagnosis and installation – or because I was in a bad
situation due to the weather (similar to flood victims or victims of natural
disasters) and was not present to watch every detail of the product and service
provided?
I do not understand why Empire is avoiding my request; other
than to say - to any reasonable person, I have been taken advantage of as a
consumer.
I don’t accept the “compromise” that Empire has offered, I want an itemized breakdown of the costs
associated with the installation as I have been asking for from the beginning
of this dispute.
What I will accept to close this dispute is the itemized
breakdown of costs and the $2000.00 cash refund; I will then provide Empire
with a Letter of Release for any and all claims.
Regards,
[redacted]