Autosafety Driving School

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have provided the invoice from Excel HVAC to perform the same work that Sobieski performed Please review and let me know when I can expect the credit on my credit card account
Regards,
*** ***

After a thorough review of the situation, Sobieski has concluded the following:The customer called in on the morning of December 28, regarding an issue with her HVAC heating system not functioning A technician was scheduled and came out that afternoon After the technician made a
diagnosis of the problem, a pressure switch, he was able to get the part working again and charged the customer a fee of $for the repair.On January 2, the customer began to experience the same issue again and was scheduled for a same day service appointment The technician came to the conclusion that rather then repair the part again, it should be replaced The replacement part was ordered that same dayThe customer was not charged for the visit or the part at that time.Sobieski sincerely apologizes for the shortfall of not keeping our customer updated and informed of the status of the part during the entire process The part was not expedited as it should have been and was an error on our end As it turned out, the part arrived at our warehouse days after it was ordered A better alternative should have been given to the customer to resolve the issue. While this is no excuse, the date of the appointment corresponds to Sobieski's transition to a new software system and miscommunication with our customers as well as delays occurred While these issues have since been resolved and improved since the date of this occurrence, Sobieski would like to satisfy the customer.In an effort to provide good customer satisfaction, Sobieski would like to apologize and offer the customer a full refund of the service call she paid for on December 28, in the amount of $ We would also like to include for the customer a complimentary one year extension of their existing service contract at no additional cost to the customer.We look forward to hearing from the customer and resolving this concern for both parties

Mr ***, At Sobieski we strive to meet the needs of all of our customers and apologize that we have fell short with you as a customer.If you would supply the documentation showing where you have paid for the thermostat to be installed & the invoice for the wiring repair, Sobieski would be
willing to issue a refund of said amount Once we have received all documentation we will move forward.Thank You, *** ***Office Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The business is no where mentioning here that my heat and hot water was fully functional when he came to check the oil leak. They came in to check the leak and when they left, my heat and hot water was not functioning. I have not asked them to fix anything for free. The matter of fact is that the manager initially offered to fix it and restore it as it was. The unit was working and it had nothing to do with the transformer, it was a leak in the motor pump that pumps the oilI called another technician and they came in and saw that the wires to the transformer were not screwed in. Now this was something that the SOBIESKI technician knew for sure, because I let him know that the heat was on before he came. This new tech, turned on my heat in the next couple hours. The tech also told me that all the settings to the boiler were messed up by the previous tech. For calling this new tech and having the heat restored to its fulll functionality I paid $. Sobieski quoted that they would charge me $to restore it back to its full functionality. All I want is $that I paid to the new tech, because Sobieski unplugged the wires to the transformer and when they left they did not make sure that everything was properly put back by them. Professional attitude and honesty is required towards any job and a manager should try to see the underlying problems with his staff instead of trying to accuse the customer that service was requested for free

Sobieski installed the HVAC system in the client’s home in March thru the home builder. The builder provides a year warranty (from the date of settlement) on the HVAC equipmentThe client reached out to our company January 07, advising she had no heat. On January 08,
2015, our technician went to the client’s home and found the inducer was holding water. The technician cleared all inducer drains with Nitrogen and verified the system was running correctly before leaving. Over a year later and out of warranty, January 13, 2016, the client called into our Customer Service department advising she had no heat. The Customer Service Representative offered to send a technician, also advising of a service fee along with any repair fees if the client opts to do so. The client expressed belief that the issue should be covered considering the HVAC unit is only a few years old. The Customer Service Representative referred the client to her builder to inquire if they would be willing to cover the cost. The client called back and asked for a Supervisor because the warranty is no longer in effect and she does not believe she should have to pay. The Customer Service Supervisor contacted the client and advised the warranty is expired and the client would be responsible for all charges and offered to schedule a service call. The client declined. On January 18, 2016, the client called into the Customer Service call center requesting someone of higher management. The General Manager spoke with the client advising the same; the warranty provided by the builder is expired, and we would be happy to send out a technician with payment due at the time of service. The client refused. The General Manager then offered to send out a technician free of charge for a diagnosis only. The client accepted this offer and is scheduled for a no charge diagnosis on January 22, Sobieski is not in a position to replace the heater as requested. Sobieski is working with the client in good faith, but we are unable to provide free repairs on this unit

At Sobieski we strive to meet the expectations of all our customers & apologize for the less than satisfactory experience Ms*** has had
After pulling the initial incoming call the report made was there was "a hot water heater leaking" at a home owned by Ms*** & currently being
occupied by tenantsOn 5/24/our technician went to the home & was informed by the tenants that there was no hot water After the technician observed the hot water heater was actually sitting in water he contacted the manufacturer The manufacturer recommended replacement as A) there is currently no hot water & B)the unit was sitting in water
Ms*** called back in on 06/30/& stated the unit was leaking again A technician was dispatched on 7/1/& it was determined the water heater was not the cause of the leak After receiving a complaint from the customer, the service manager *** *** contacted Ms*** & explained that based on our findings the hot water heater was in fact leaking & replacement was recommended not only by Sobieski but by the manufacturer as well and to the best of our knowledge there was no misdiagnosis completed by our technician *** *** offered to complete a site visit at the home but the customer only wanted a refund of $which we felt was not warranted due to the initial complaint, condition of unit and manufacture recommendation
Thank You,
*** ***
Office Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I'm not sure why *** is wording
this issue in her own words BUT *** (technician) and I know what conversation took placeMy a/c did not work for approxmonth, it worked for 1/- weeksDue to my work schedule (working doubles) I didn't get to call back in with my complaint until "1" month later, which I explained when I called inMy daughter & g-baby had to stay with a friend while I suffered in the extremely hot house due to the heat wave*** (tech) explained the issues & said he could repair it but I would eventually need a new a/cHe said I also see that you are selling your house & it doesn't make sense to purchase a new a/c & the repair will be fineI asked how much & he said $I said I can't afford that then he made a call & said can I do $I also stated several times that I will just go buy window a/c'sI asked if I paid the $will my a/c get me through the summer with knowing that I will need to replace a/c soonHe said "YES" & I will also show you how to adjust your thermostatMy 2nd question was can I make paymentsI'll pay $upfront & the difference in weeksHe said yesWhen he came back & completed the work, he said I did the repair & you are all good & showed me how to work thermostat & explained instead of charging you the $i'm only gonna charge you $& instead of year warranty i'll give you a year warrantyI had no knowledge of what him & his employer discussedI was prepared to pay the $I think he stuck his foot in his mouth when he guaranteed me & realized once he started doing repair that he messed up on what he said but brushed it off by lowering the priceNobody in their right mind will pay $for a repair that will only last 1-weeks. When *** came out the 2nd time & stated what was wrong, I said that's the same thing you said the last timeHe said yes& was quick to say you can use the $as a credit towards a new a/c & you can finance itI said how much & he said a few hundred moreI later learned it would be thousands more& that upset meIf that's not the price it's not the price but I was not "adamant" on only paying $I was just "clearly" stating what I was told.*** called me on Friday July 29th apologizing for giving me the wrong price on the a/cI told him we all make mistakes, apology acceptedHowever, you told me that my a/c would get me through the summer but it didn't and now I am out of $in addition to $more because I had to purchase window a/c'sHe apologized again & said he was putting in for me to get a full refund of my moneyI called the office today (August 1st) to follow up with our convo and they said they can only talk to Revdex.com since I reported themNow if my story is not accurate then why is *** reaching back out to apologize? I am over him quoting me the wrong price for a/c, I have now purchased window a/c'sI am NOT ok with being cheated out of my $*** messed up & things happen but *** clearly wants to make me seem like a liarI don't want any trouble, I just want my money back

Ms*** I have forwarded a copy of the invoice to both the Service Manager, *** *** and the General Manager, *** *** I expect to have a resolution no later than Tuesday morning, October 11, 2016. Thank You*** ***Office Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** They refunded the money per the original discussion with *** *** I find that this resolution is satisfactory to me.
Regards,
*** ***

In response to the other company's findings, the General Manager requested the homeowner to provide the invoice stating the diagnosis and payment.  The client would not provide a copy.  There is no evidence to support the complaint.  However, in good faith, Sobieski agrees to submit a reimbursement check in the amount of $105.00 to the client as requested.  The request will be sent for approval today, 02/19/16, and the check will be mailed to the client once approved.  The checks are processed weekly, and may take 7-14 business days to be approved and generated.

Revdex.com:
I have reviewed the response made by the business in reference to my complaint and have determined that this does not resolve my  issue.  For your reference, details of the offer I reviewed appear below.
[In order for the bureau to continue to assist you, you MUST provide your view on the matter in the box below or your complaint will be closed as answered.]
Regards,
Complaint ID: 12626636
 I am writing regarding Complaint ID 12626636.   This was resolved with [redacted], a customer service rep for Sobieski's at the end of February - he agreed when discussing by phone to have the company reimburse me the $132, for all the reasons that the Revdex.com is aware of.  It is now April 6 and I am still waiting for that payment.  How long should this take ?  I feel they are just adding more insult by ignoring me as they did originally to cause me to involve the Revdex.com.  Anything you folks can do about this ?    Thank you for everything so far but I am still not satisfied and don't consider this case "closed" until they come through with the reimbursement as promised. [redacted]

At Sobieski Services we pride on meeting the expectations of all our customers, including those who purchase new construction homes as Mr. [redacted].  Mr [redacted] did not purchase a new system thru Sobieski Services, he purchased a new construction home (the builder uses Sobieski as a...

subcontractor).  Under normal circumstances it is the customers responsibility to contact the builder directly && if it a warranty issue the builder will reach out to us for the repairs etc.  However, in this instance we reached out to the builder & have been informed that the builder has already spoken with Mr. [redacted] & they will be replacing the system.Hopefully this resolves the issue Mr. [redacted] has experienced.Thank You, [redacted]Office Manager

Customer contacted Sobieski on 7/5/16. Although Sobieski is available 24/7, we were overbooked that day & the calls are prioritized based on our existing contract customers.  Ms. [redacted] was not a contract customer so her call was prioritized as such & scheduled for the following...

day.On 7/6/16 our technician determined that the customer had a cracked evaporator coil drain pan.  The customer was quoted the cost & elected to think about it & call Sobieski if deciding to move forward.  On 7/8/16 the customer called wanting to move forward with the repair.  Sobieski contact our vendor who was putting a rush on the part but unfortunately the part was coming directly from the manufacturer so we received an estimated delivery day of 7/13/16 thru 7/15/16.Customer was contacted on 7/12/16 & given an update on the part status.  On 7/13/16 Sobieski had yet to receive the part so we dispatched a technician to temporarily repair the existing cracked pan. Customer was made aware that we were doing everything we possible could which is why we were trying to provide a temporary repair until the parts were delivered.  On 7/14/16 Sobieski received the parts & customer was contacted to schedule.  Tech arrived at the customers home at approximately 4:30 pm and replaced the parts & completed the repair.As of 7/27/16 Sobieski has not been made aware of any further issues. Thank You, [redacted]

I have attached copies of the contract & the service ticket as requested.   ·       On 6/19/12 there was no warranty issue.  The technician found a bug in the contactor…removed it & the system resumed normal operation.  This is not a warranty issue so the customer was charged a diagnostic fee… 6/28/12 Customer was charged $79.50 dispatch fee.                          Found bug in contactor….removed & system is operating normally.   ·       Customer purchased 2 filters & a humidifier pad. (Not 3 filters) ·       Customer had to have prochecks completed as they let their contract expire.  Maintenance is only performed on systems that have an active contract.  If a customer does not have an active contract they can purchase a procheck as Mr. Moses did. ·       Customer received 3 years of free maintenance…the standard is 1 year & then they let their contract lapse for a period of 1year & 1 month.  We have to provide documentation of maintenance when submitting for warranties & we cannot do such when maintenance plans lapse in coverage.   I would be willing to offer a refund in the amount of $99.00 to satisfy the claim of the warranty call, however all other charges are legit & justified.   Thank you,   [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]

At Sobieski Services we strive to meet the satisfaction of every homeowner & we apologize for the seemingly unsatisfactory experience Ms. [redacted] has had.   [redacted] has reached out to Ryan Homes who has agreed to reimburse the customer the $1400.00 for the compressor replacement.As...

of 1/31/17 [redacted] will be reaching back out to Ryan homes to determine if the reimbursement is in process and an update will be provided once I have further information. Thank You, [redacted]Office Manager

[redacted] I am attaching documentation on the [redacted] account. The customer does in fact have a 10yre P & L warranty however, the items they have paid for over the past several years are not covered under that.  Filters, additional sold work etc. are not covered under a part & labor...

warranty…the warranty covers parts if the fail, not add ons etc.  You can see below the that the charges the customer incurred were not covered by the warranty & the 1 charge that was covered we have already issued a refund for in the amount of $378.00   I have attached what I was able to find on [redacted]. The customer was apparently given a10 yr lock on maintenance for 2 systems at $298.00  However they let their maintenance lapse for over a 1yr period which voids the contract lock.   Per the contract he does in fact have  a10yr parts & labor warranty.  That being said however, there is some confusion on what the customer deems should be covered with a 10 yr p & l.  The only item I believe we may owe a refund for is the wet switch on the 6/28 call….other than the possibility of that that all charges are correct.   6/28/12 Customer was charged $79.50 dispatch fee.                          Found bug in contactor….removed & system is operating normally.   6/12/15 Customer was charged $99.00 dispatch fee                         Customer complaint of AC not blowing cold air.                         System low on charge – added 1lb of 410a                         All ops running normal                         Need to scheduled maintenance ASAP.   6/28/15 Customer was charged $1043.00….NOT FOR REPAIRS                         2 Merv Filters             $110.00                                   2 Gold Memberships   $396.00                         1 pan treatment            $35.00                         1 humidifier pad          $45.00                         1 condensate pump      WARRANTY                         1 wet switch                 $184.00……(this would be the only item that maybe would be covered by the warranty?)                         2 Prochecks                 $178.00                         1 capacitor                   WARRANTY                         1 april air filter             $95.00   7/31/17 Customer was charged $378.00 for coolant                         Customer was issued a refund in the amount of $378.00 due to the 10yr p & l.   [redacted] SMS Office Manager SMS Accountant [redacted]

Sobieski Services went to Ms. [redacted]s home on 06/15 & upon arrival found the compressor had an internal short.  Our technician reached out to the manufacturer for support & received a quote for the repair.   When the customer purchased the new equipment a 10 year parts & 1...

year labor warranty was provided with the unit.  Customers have the option to upgrade the warranties, however Ms. [redacted] purchased the standard 10yr parts & 1 yr labor warranty.Sobieski went thru the manufacturer for the part & Ms [redacted] was only to be charged for the labor.  Ms. [redacted] elected to schedule the repair & the repair was completed on 06/26 in the amount of $1979.00.

I would 1st like to apologize for the unsatisfactory experience you have had.  At Sobieski we strive to exceed the expectations of all our customers & we would like to accept responsibility for the obvious error that was made on our end regarding the rebate.I have spoken directly with the...

Sales Manager, [redacted] and a refund request in the amount of$350.00 has been submitted & is currently being processed.  Please allow 7-14 business days for the check to arrive in the mail.Thank you, [redacted]Office Manager

Neither Sobieski, nor myself are claiming the customer is lying.  There is an obvious miscommunication between the parties, that we are hoping to resolve.To address the issue of why the customer feels I am addressing the issue in my own words, I am not.  I have spoken directly with [redacted] and pulled the call history to provide what we have determined the facts of the case are.[redacted] was dispatched to a call where he was told Horizon could not fix the issue.  [redacted] was able to make a temporary repair but due to the system being approximately 16 years old & to the best of our knowledge not having annual maintenance completed the compressor was weak & failing.  [redacted] did offer a 1 year guarantee on the parts  he replaced but we cannot offer any type of warranty on a system that is 16 years old with no history of maintenance.I have spoken with [redacted] about the issue of [redacted] calling the customer.  [redacted] confirmed he did in fact call the customer after the comfort advisor visit was cancelled.   The technician stated he did not apologize to the customer for quoting an incorrect price.  The technician stated the customer brought up wanting a refund for the work completed & [redacted] apologized & informed the customer she would need to contact the office, that he did not have the authority to authorize a refund.  [redacted] stated he was not reaching out to the customer for any other reason than to inquire about cancelling the comfort advisor.Sobieski is not trying to cheat any customer out of their money.  Sobieski has paid for both labor & parts on this call and we did complete a repair for the customer & do not feel a refund is owed.  We will however offer a reimbursement in the amount of $125.00 as a good faith effort to resolve the issue.We strive to meet all our customers expectations & hope our good faith effort will close the case. Thank you, [redacted]Office Manager