Auto Truck Magic

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response 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.]We do not feel this is a resolution at allWe have attached a detailed explanation of our experience along with the truth to their account of the situation Regards, [redacted] ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Since the website gave me an error when I tried to post my detailed explanation of our experience in my complaint, I will do so in my reply and then reply to some of the outlandish comments that have been made.My husband and I had been having some problems with our heating and air unit, only when using the heat, for a few monthsIt was being finicky on the cold afternoon of Saturday, February 13th so since we have a home warranty we filed a claimThe warranty company deemed our situation an emergency as it was below degrees and we were told our claim would be through Maitlen Heating and AirWe had planned to call on Monday morning, but it went out on the morning of Sunday, February 14th(which was even colder), so we called Maitlen immediatelyWhen we told the receptionist at Maitlen that our unit went out and we needed someone to come and look at it her response was "Today?!" We told her yes and that we had a warranty claimShe asked if the warranty company was going to pay for overtime since it was Sunday and she would have to pay her employee overtimeWe didn't know so we had to call to get confirmation from the warranty company and call Maitlen backThe receptionist showed no concern and did not seem like she cared that we were without heatI realize that it is not her job to care, but considering our situation and how cold it was she was very unfriendly to say the leastA gentleman arrived from Maitlen to inspect the unit a few hours later and he was not very pleasant either but slightly changed his tone when he saw we had a small baby in the houseThe serviceman was able to get the unit working, however it was just a temporary fixWe called Maitlen again the following day just to let them know it was not working again.About a week later, we found out that the warranty company would rather replace the furnace than repair it, which was fine with me and my husbandWe immediately got the ball rolling and told the warranty company to order the new unitWe were told the unit should be delivered to Maitlen on Thursday, February 25thSince we had not heard anything, I called Maitlen on Friday, February 26th to see if it came in and their response was "Yea, we were going to call you on Monday to schedule to install on Tuesday or Wednesday." Please keep in mind that we had already been without heat for over a week and it was the dead of winterI asked if they could come sooner since we had been without heat so long and because the warranty company had deemed the situation “an emergency”I was told Tuesday, March 1st was the soonest they could comeI called the warranty company to see if there was anything that could be done to have Maitlen come sooner because it was very cold and my daughter had gotten sick from the cold and from the dry air from our fireplaceI was hoping they might pay Maitlen to do it over the weekend, but there was not much they could do besides call and ask them to come MondayMaitlen did come on Monday, February 29th, showing up WITHOUT the new unit, uninstalling the old unit, LEAVING to go get the new unit, bringing the new unit and finally started installingThey had to come back Tuesday, March 1st to finishMy husband had to leave within his first hour of work Monday (because we did not know for sure if/when they were coming) and then go in late TuesdayOnce they had finished, my husband was told by one of the servicemen, since they were not able to test the air, to call with any issues and they would come and take a look at itAs for payment, we knew we would be responsible for the ductwork and electrical work, however Maitlen expected a full payment of $right then and there upon finishingOne of the servicemen just handed the invoice to my husband and waited for paymentI know they were just doing their job, but the way they handled the situation was less than professionalLuckily we had prepared for this and were able to pay with a cardAfter the unit was up and going we heard a small “thump” every time the fan in the unit would shut offWe did not think much of this, attributed it to the heater, and disregarded it.In the meantime, there was a Facebook post from a friend on a closed group asking which companies others had used for their heat/air to be installed because she was looking for a companyAnotherperson suggested Maitlen and stated that her husband worked thereI also commented explaining our experience with themI stated “I personally wouldn’t choose them if I had a choice, but that’s just me.” I was not out to hurt the companyI just wanted to inform my friend of the service we received so she could make her own decision.When we turned the air on in June, we again heard this 'thump' when the fan would shut off but this time it was even louderI called Maitlen on June 1st to see if they could have someone out to look at our unit because this noise was loud enough it was keeping my daughter up when she was rocked to sleep in her roomI was told they have customers without air so it probably wouldn't be too soonI understood that this wasn't a high priority so I agreed to wait until they had time and they asked me to call when I had a day offI asked if we would be charged for a service call and I was told “no” and that they would see what was wrong and if it was the unit they would have us call the warranty companyWe arranged for them to come on June 10thIt was raining that morning and I had not heard anything from Maitlen so I called minutes before they were scheduled to arrive to see if they were comingI was told they would not be coming because it was rainingI understood because our unit is an outside unit but they hadn't called up to minutes before the appointment timeLuckily my husband and I had taken the day off for other reasons as wellI called on June 15th, June 22nd, and June 30th to let them know I had an upcoming day off on July and to see if they could come thenThey were busy with customers without airI called again on Monday, August 29th because I was scheduled to be off Friday, September 2ndI was told they would have to call me backI finally received a call on Thursday, September 1st and was told that I should call the warranty company to tell them about the noise we were hearing and to have them send someone to look at it OTHER than Maitlen.During some of these calls to Maitlen I was told that it's "the nature of the beast" many times, even though it didn't do that before they installed the new unitThis, to me, sounded like they were not taking our issue seriouslyI was also told I should call the warranty company if I have a problem with the unit, even though it seemed like it could be a ductwork issue, which WE paid Maitlen for, not the warranty company.I called our warranty company on September 2nd, to let them know Maitlen told me to have them send someone elseThe warranty company told me that since we were out of our “180-day workmanship guarantee” that I would have to file a new claim and pay a new deductibleI was not ok with that so I told them I would not be filing a new claim at that time.I was extremely upset to learn this information because had Maitlen told us to have them send another company OR if they had come in June (or even July or August), then we would have had this taken care of within those daysI made a Facebook post to warn others of the way we were treated because I did not want the same thing happening to anyone elseIt was merely a review and was not an attack in any waySimilarly, I reviewed the company on their Facebook page, however this was apparently deleted because it is no longer there.On September 6th, I called Maitlen to inform them of what the warranty company told me so when I had another day off I would be calling to see if they could look at our unitThe receptionist said “Ok.” I called Maitlen again on Monday, September 12th to let them know my husband would be off on Friday, September 16thThe receptionist told me she would have to call me backI had not heard anything as of Wednesday afternoon so I called to see if they would be able to come so my husband knew whether or not to make plans for FridayThe receptionist told me that one of the servicemen would be calling meI asked if it would be “today or tomorrow” and she said “tomorrow” (Thursday)Again, I did not hearanything Thursday, so I called again and was told the gentleman had my information and would be callingI did not hear anything Thursday or FridayI called twice again on Friday, September 23rd, but got no answerI called again on September 26th to find out why no one had called and had planned to give them another day off that I had coming up, but I was told he should be calling meI called again September 29th and October 3rd, only to be told he would be calling meOf course, I was getting frustrated that no one was returning my calls, but I was never rude to the receptionist because I know that this is not her fault and I have been on the receiving end of these types of calls before.I made another Facebook post on Monday, October 3rd, after I spoke with the receptionist because I was so frustrated that I was not receiving a call and had obviously been put off for months.I received a call on Tuesday, October 4th from Nate, a serviceman from MaitlenHe told me that they had not sent anyone out to look at our unit and had not made it a priority because I had “bashed” their company on social mediaI explained to him that I did not post anything publicly about this situation until September, when I was told to have the warranty company send another service company and that I had been trying to get Maitlen to come to my house since JuneHe said that I posted something before I called in JuneAs I said before, I made a comment on May 7th on a post in a closed Facebook group that was just an explanation of our situationI did not “bash” the company in any wayI was not even upset at the time of the postWhen referring to my public post in September, I told him that I merely expressed exactly what happenedHe stated “well that’s the thing about social media...”I tried to speak, but he interrupted and said to call another company to look at our unit, they would not be coming out, and to “have a nice day” and he then hung up on meI quickly went to my Facebook page to make positively sure I had not said anything publicly before September 1st and I had notI then called Maitlen back and got the receptionistI asked if I could speak with Nate, who had just called meShe said she had left the office so she couldn’t get himI asked if there was another number I could call to reach the office and she said “no”She said she could tell him I called in the morning when she spoke to himI told her I would appreciate it if she did tell him I called and that I would like him to call me back because he hung up on me and I felt that was very unprofessionalI have not heard anything from Maitlen since that day.Most would think that if a customer is not pleased with a company’s service, then the company would usually want to make things rightIf they were aware of my May 7th comment, then Maitlen had that opportunity in June when I calledI did my best to make them aware of days I had off because I understood they did not want to come after hours or on weekendsI was very cordial and respectful every time I calledI was completely understanding of the fact that our issue was not as urgent as other customers’It was not until September 1st, when we were told to call another company that I became upset, however I was still never rude or disrespectful to the receptionist when I calledI became more and more frustrated when I was told I would be contacted and days (and even weeks) passed without a return callIt is obvious to me that Maitlen learned of my September 1st public social media post and were previously aware of my May 7th comment within the closed groupThey used the latter as their excuse when “Nate” called me and they believe that this is when the “bashing” beganIf they were not happy about my comment on social media and did not plan to come to look at the unit, then why did they schedule a visit for June 10th?Now to reply to Maitlen’s comments:In regards to the tv tower falling on our unit, this did happenHowever, there are a few problems with Maitlen’s theoryFirst, we heard the noise when the heat ran the day it was installed, BEFORE the tower fellAs stated before, we did not call at this time because we thought it was just something that happened when the heat ran and shut offWe called as soon as we realized that it was also happening with the central airSecond, the tower landed on the corner of the unit and considering the size of the unit compared to the tower, there was no way it had any impact on the functionality of the unitThe tower bent a few feet off the ground and the antenna hit the ground, so the tower did not even impact the unit hard enough to make a dent, much less cause any problems with itLastly, I stated multiple times when I called Maitlen that it sounded like the noise was coming from the ductwork from the unit to the houseIt sounded like the ductwork was expanding and contracting and possibly could not handle the pressure from the large unitIf this was the case, then it seems there should have been thicker ductwork installed or I have seen other houses with tar that seems to give the ductwork some reinforcementI do not work with these units, obviously, but since no one would come to check the unit (as they said they would), there was no way to know.I agree that extra heaters were offered to us, and we stated we were fine, which we wereHowever the reason we were less than happy with our overall service was not because of the length of time we were without heatIt was that there was an annoyance that we had called a Sunday and an extreme lack of communication to let us know that the unit had arrivedHad I not called to find out the unit was even delivered, we would have gone days without knowing when it would be installedWe did not take lightly that the servicemen were out working in the cold, however this is also their jobI’m sure they are not happy when they have to work out in the elementsOn the day of installation *** even offered a canopy to work under and the techs used our garage to work in to prepare the ductwork for the unitAlso, there was never an issue with the work that was doneThis was specifically stated in the social media post that was referenced multiple timesI stated that we received “good work”.In reference to the comment “the techs tried to locate the owner to get payment”Every time a serviceman came to the door *** was there to meet himAs soon as the installation was completed, *** met a serviceman in the garageIt was said that “after some time” they were able to get a debit card to take care of the balance” and that *** said “he could not pay,” however at no time did anyone ever refuse to pay or try to get out of paying, there was simply no checkbook in the house, so a card was needed to pay*** told the serviceman that he was not sure if there was a limit to the card purchase and that was his only concernThe statement that they “allowed” us to pay once the installation was complete implies that they did us a favorWhether we paid on February 29th or March 1st, was not going to matterWe were never made aware that we would not receive a bill to pay on and that payment was expected at the time of installation until a bill was handed to ***The serviceman just stood there staring at *** and *** asked if he needed to pay right now and was told yesThat was the first time we were made awareThere is nothing even printed on the invoice that says the company expects payment on the day of installation, much less payment in fullWe understand that payment is expected, but it seemed that the interaction to collect was very coldThere was no rude interaction so we have no idea why the tech said “he would not go back there.” *** had to ask the servicemen to stick around long enough to make sure that the unit would light again once it shut off since that was the issue we hadbeen having with the previous unitThey waited maybe minutes from the time the electricity was turned back on and let the system run through a cycle one timeIt seemed like they were annoyed to do thisWe understand that they have other customers to get to, but we did not want to have to call them right back out because it did not light again.The post on Maitlen’s webpage was merely a review for others to see the experience we hadI find it interesting that the positive reviews were left and the negative review was removedI believe I posted this review on Maitlen’s Facebook page, but I am honestly not positive, as it was removedI do, however know that I did not post anything on their company webpage or on their Facebook page until months after we had not received return phone calls and had been put off over and over.I agree that I did comment on a friend’s Facebook post on a closed page (where only accepted members, such as the tech’s wife, have access) stating that it seemed like Maitlen did not care that we were without heatThe wife and I actually had a short conversation where I explained the work was done wellThe response from the receptionist the day we filed the claim is a perfect exampleAs I stated above, when we called to have someone come out because we were without he, her response was “Today?!” like it was an inconvenienceWhen I would call to get updates on whether the unit had been delivered and I found out it had, but they had not contacted us to schedule install I was frustrated at the lack of communication since it was so cold and we did not know what was going on.I am not sure what “situation” is being referred to that Maitlen did not want their tech in, but honesty would have been appreciated and had they returned calls I would have been pleasedThere would have been no embarrassment because my opinion of the company could have been changed if the situation would have been resolvedInstead, Maitlen avoided returning my calls and just kept telling me “we’re busy with customers without air”I understood this reasoning, which is why I continued to call with upcoming days off.I do not believe I was ever disrespectful to the techs or staff, I was just honest about the way we were treatedI made two public posts on FacebookOne original post on September 1st, when we were told by Maitlen to have a different company comeThe other, on October 3rd, when I was told for a week and a half that “someone will call” me back.Regarding the “direct threat” Maitlen feels they received from my social media post, there was never any implication that anyone would be violent toward anyoneMy father is not as rational as I am and does not give people the benefit of the doubt as I do (but obviously should not)He has been upset regarding this whole situation, however has not intervened because this is our situation to handleMy statement about my dad was out of frustration, obviously, and there was never a threatMy dad was as frustrated as we were and wanted to call or go in and speak to someone because he felt we were being taken advantage of because we are a young coupleI believe this is just another excuse because they had refused to come out long before this heated post on social mediaMy husband nor myself has ever been rude or disrespectful as a few Maitlen employees have been with me, i.enot returning calls and hanging up on meMy statement was not a threat and was taken completely out of context.Regarding the long run of the business with few complaints, I feel that this could have been resolved very easily by communication and cooperationWe only asked that Maitlen come to see what was making the noiseI think I waited a very good amount of time before I went public with my feelingsI also believe that one reason that so few people have complained to the Revdex.com about their service is because they are not accreditedWe were hesitant to file a complaint because Maitlen was not able to be contacted regarding the previous complaint and we figured nothing would come of it.In reference to my social media posts, it was said, “in the case of Mrs***, someone can delete them and think they will never be seen againWe have copies of all posts and pictures of the unit that was damaged by the tv tower and can provide to you if needed.” I have to say that nothing was EVER deletedI have been very up front with exactly what I have done and saidI would be glad to share these posts as wellI have, however, set my Facebook to “Friends Only” because I realize that I cannot trust people who I thought were friends.Lastly, it was stated that “the unit was installed properly and working fine until the damage was done by the tower” and that they have “no control over ‘acts of God’ which is what happened to her tower that fell on unit causing the noise.” As I have previously explained, the unit was making the noise well before the tower fell, so that was obviously not the causeI had told the receptionist this many times in the many phone conversations we had.In reference to our reasoning for wanting Maitlen “to come so badly”, we actually would prefer not to have Maitlen come to our house considering our experienceThey installed this unit and the only thing we ever asked was that they come out to see why it is making the noise it is makingThey told us the day of install to call with any problems so this is what we didWe feel that they should hold to their wordSince Maitlen refuses to come look at the unit and check their work, we feel that we should be compensated for the service we will have to pay for to have a different company to check their work and fix any issues.Both of us work in a customer service type setting in two different companies, one locally and one globallyIn our businesses, criticism is welcomed and it is embraced whether it is positive or negative in order to better their business practicesIt is true that you cannot make everyone happy, however you can at least tryIn our opinion it does not seem like Maitlen ever wanted to resolve the situation and refused to try to make the experience better.
Regards,
*** & *** ***

This letter is in response to a complaint filed by *** and *** ***, case number ***The following is a time line of calls and repairs done for the ***.February 13, (Sunday morning) We received a call from Mr*** telling us he was having problems with his furnaceHe also
stated at that time he had had a friend working on the unit Saturday all day and was unable to get the furnace to run and that is when he filed a claim with his warranty companyOur service tech went to their home on Sunday with wind chills of -belowThis unit sets outside and is a all in one unitHe worked on the unit for several hours trying to get their furnace going but was unable to get it to operate correctlyWe also offered the *** extra heaters so they could stay warm and they told us they had heaters and were fine.February 14, (Monday morning) When the service tech got in he office he called the Warranty company and told them of his findingsBecause of the type of unit and age the Maitlen Heating & A/C 76Warranty company decided to replace the old unit with anew unitWe gave the warranty the price to replace the unitThis price includes labor and any materials needed to complete the instalationThe warranty company at that time tells us how much they will be pay us and they also tell us the non covered charges the customer is responsible forThe non cove'ed charges are based on the customer policy and what is coveredWe do not know what they policy covers and what the policy does not coverEach claim is different for us.February 18, 2016, the warranty company had sent the information we provided them with to the research department to find a unit that would replace the *** unitThe warranty company has to replaced the furnace with an exact match.February 23,the warranty company approved the replacement and the *** also agreed to the amount of non covered charges that are to be paid in till upon completion of the installationAlso, we got notice that the unit would arrive on February 25, Because this unit was so large we had to make special arrangements for this uni to be delivered to cur supplier that has a loading dock and forklift the unit could be picked upThe unit arrived on February 25, and we let the *** know we would be installing their unit an March Because the unit came in on Thursday we had calls and installations already scheduled and Tuesday the 1st was our first available dateThey did start some of the installation on February 29, and finished on March 1st, From the time the unit arrived in Richmond until the time we installed the unit was one working dayThat turn around is within The guidelines from the warranty companyOn the 1st the weather had improved, temperature wise, but it was raining all day and our techs had to work under a tarp to get the installation done for the customerOnce the unit was installed and everything was working the way it should be, the techs tried to locate the owner to get paymentIt was at that time the customer told us his wile had the checkbook and he could not pay usWe told him it was policy of the warranty company and our company that we paid in fl at the completion of installationAfter sometime we were able to get a debit card to lake care of the balanceThe warranty company always wants us collect up front before any work is started and we allowed the *** to pay us once the installation is completed.We went through the remainder of March, April and most of May before we heard from the ***Mrs*** called towards the end of May to report that her unit had started to make noiseWe schedule for one of our techs to go back there and take a look at The unitThis was one of techs that had been on the installationHe told us at that time he would no! go back ThereWe was surprised by his response and it was at that time he told us he had seen some posts on social media that Mrs*** had postedWe checked on the post and found there was some rot so nice post about our companyThese posts and comments were also put on our company web page, which once we seen them, we removed themWe also seen where Mrs*** had posted a pictured of her brand new unit hat had been ht by their TV lowerThis post was on April 20] We really feli the noise started after this tower fell on her unit because the unit had ran fire for the month of February, March, April and most of May before Mrs*** reported a noise.May 7, this was first post that Mrs*** posted concerning our companyEven though the system had beer for several months and the call about any problems would not come to end of May or first of JuneIt was at this time Mrs*** stated her feelings about our company and how we did not care that her family was 'cold' and had no heatShe stated at that time we would not have been her choice for a heating and air conditioning companyWe felt they had no compassion to our guys who worked in the cold and wet weatherThe techs did their best to get the job as quickly as possible so they could have heatWe have no control over the warranty company on how long it takes them to make their decisions on what they are going to do for the customerWe give them our findings and They let us know who-, they are going to doOnce they decide they call the customer with non covered charges and based on now soon the customer decides on what They wont to do, then the process startsThe warranty company orders the equipment and then they advise us on ETA for the arrival of the equipmentWe never schedule anything until the equipment is delivered because anything can happen to ci deliveryThe turn around for Mrs*** claim, start to finish was daysAlso again the turn around for installation on the unit once it arrived in Richmond was one working day.According to the warranty company we are within their guide linesThe warranty company has told us anything within day time frame is within their guide linesWe moved as fast as the warranty company would allow with their process.Mrs*** did call several times to get us bock there and we were not comfortable having our tech in tho'r situationWe also wanted to spare Mrs*** any embarrassment and let her know that we knew how she really felt about this companyWe called the warranty company that we did the work for and explained the situation to them and letting know the noise was reported after the tower fellIt was at that time our warranty company told us that because of the tower foiling on the unit we were under no obligations to go back and cry warranty that was on that unit had become void once the unit fell on the unitThe warranty company does rave a warranty policy for work done with them but by the time she had called in the warranty was already expired.Finally, around the end of September, first of October the tech talked with Mrs***This is same tech that found out about her first post because his wile was on Mrs*** friends listSo this was not a closed group and pretty much open to anyone that wanted to see itHe told her he felt she needed to get someone else to look at her furnace because we are not coming back there because of the way she felt about the companyIt was obvious that Mrs*** was not happy with us and could never understand why she wonted us back so badly.Mrs*** remarks on social media were very disrespectable to our techs and office staff that tried so hard to make then- happyThe posts or as Mrs*** referred them as "rants" continued through September and the first part of OctoberIn one of her ant'she mentioned she might oven send her dad in to handle the matterWe took that as direct threat.We have been in business since and over the years we have found you can not make everyone happyThere is always small portion of people that are never happy with the service and have to air the feelings in publicI think since this company opened there has been maybe one or two people that have complained to the Revdex.com about our serviceI think we hove a pretty good record.I know we live in on era of everything being out out there on social media far others to seeOnce you put your option on on open forum,, it is therefor anyone seeOnce things are said you can't not lake them backBut in the case of Mrs***, someone can delete them and think they will never be seen againWe have copies of all posts and pictures of the unit That was damage by the iv tower and can provide to you if neededAgain, we are trying to stay professional and respectful to the ***We do not want to get into he said she said game.We are basically employed by the Warranty company to do work for them.We are sorry she feels so badly against this companyWe wish her the best in finding a company that can take care of her noise, caused by the lv towerWe again, do not understand why she wants us back to her home so badlyIt has been staled several times by Mrs*** her dislike for our companyWe really feel she is the one that will not let this matter goHer continues calling and posting or "updates of her heating situation' has not be appreciatedWe really Feel we have fulfilled our obligations with the warranty company and their customer, Mr& Mrs***The unit was installed properly and worked fine until the damage was done by the towerWe have no control over "acts of God' which is what happened to her tower that feel on unit and causing the noise.We hope this resolves an issues with the Revdex.com and appreciate your time in this matter.Sincerely, Maitlen Heating & A/CJohn E M*** ***Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response 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.]We do not feel this is a resolution at all. We have attached a detailed explanation of our experience along with the truth to their account of the situation.
Regards,
[redacted]