Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
As you can see from the customers invoiceThe door in question was in very bad shape and is very old.We advised the customer that the door needed replaced and they refusedWe did the absolute best job we could do on repairing a very old door that needed replaced and advised customer of this
We went a step further and did not charge customer for any parts used and only billed them for a $service callYou also will note on the paper work provided, we offered to give the customer credit for the $service call towards the purchase of a new doorI do not see how we could have been more accommodating to this customer. At every point of this transaction we tried to inform the customer of what needed to be done and they refusedwe did the best we could do to service and door that is falling apart and needs replaced
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It's Not a clear understanding NORE completed per[redacted] stated after further inspection they identified case as negligence in part of repair !
Sincerely,
[redacted]
We have signed documentation from the customer demonstrating the facts we presented as accurate. With respect to Ms. [redacted] complaint about my personnel being rude, I disagree. I and my employees never used the type of language that she used. I have signed affidavits from my employees that she is the only one that used profanities and derogatory comments. Ms. J[redacted] freely admits that the unit ran fine for, in her words 3 weeks (when in fact it was over 5 weeks), there by demonstrating that we did what we were contracted to do. We fixed what was wrong when we were there so they could have heat again. That in no way is any kind of guarantee on the rest of the components of the furnace. We told them the unit should be replaced but they had such terrible credit they could not be financed. We tried to direct them to government agencies that would give them a free furnace which Ms. [redacted] considers ignorant. We were contracted by the home owner, not Ms. [redacted]. We did what we said we would do and now that something else is wrong Ms. [redacted] is trying to blame us. I fail to see how I can possibly make this more clear. We fixed the part that was broken, at the time, on the furnace, which was in really bad shape and now, 5 weeks later, she has another broken part. This is not our fault.
Initial Business Response /* (1000, 6, 2015/09/22) */
Contact Name and Title: Tom - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@att.net
Initially we believed the issue to be the ignition assembly so that component was changed. However that did not resolve the issue. We thought...
perhaps the universal ignition assembly provided by the manufacture was not compatible with this tank and as such we called them the following day to order the exact replacement. After conferring with the manufacture and distributor they informed us that the issues was actually the gas valve and that is why the ignition assembly that we installed did not resolve his issue. So we ordered the gas valve and called the customer. It was explained that his issue was actually with his gas valve and not the ignition assembly and the new price for the repair would be $286. He openly admits that he was made aware of this prior to the technician being dispatched.
In order to change the gas valve the 40 gallon water heater has to be drained. It is not feasible to assume that a technician can remove a hose from outside, install the hose on the water heater, drain 40 gallons of water on gravity pressure alone through a 1/2 hose, remove a gas valve, install a new gas valve and fill the tank in 30 minutes as the customer has suggested. The tech will testify that he was onsite for at least 1 hour. In addition to the onsite time we also have to account for travel time and time to go get the part. Furthermore, the new part has to be warrantied for one year parts AND LABOR.
Mr. [redacted] freely admits that he knew what our price was prior to dispatch and most certainly prior to the repair being done. IF THE CUSTOMER HAD AN ISSUE WITH THE PRICE OF THE REPAIR, HE SHOULD HAVE BROUGHT THAT TO OUR ATTENTION PRIOR TO THE TECHNICIAN BEING DISPATCHED AND MOST CERTAINLY BEFORE HE ALLOWED US TO COMPLETE THE REPAIR.
We received his partial payment for $138.00. Thank you for the opportunity to fully explain the situation. It is our belief that Mr. [redacted] never intended on paying us the agreed amount for the gas valve and he intentionally deceived us.
His account is still in arrears $148.00 and we have sent the issue over to legal for left of service.
When customer called and advised that her check was cashed we immediately gave her a refund in cash the same day. We did make a mistake but corrected it as quickly as possible the same day. and the customer advised that she was happy with the way we handled this. ..
On the initial visit it was determined that the unit had a faulty draft inducer assembly. Due to the age of the furnace, condition of the furnace and the cost of this repair we recommended replacement of the furnace. Unfortunately the clients did not have good enough credit to secure financing so we...
proceeded with the repairs. Approximately 6 weeks later the customer's daughter or granddaughter called us back and said she smelled gas so she called the gas company. The gas company representative came and relit the pilot of the stove, but when he or she was there he tested the furnace and shut it down. It was explained to the customer that we would gladly send out a service technician to inspect the furnace and examine the gas company findings. We tried on 2 separate occasions to get in and inspect the unit and when we were unable to get in we left notes on the client's front door asking them to call us so we could get in. On the third attempt we were able to get in and found that when the gas company representative was there he or she determined that the furnace was now had a faulty gas valve and was showing signs of emitting by-products of combustion through the heat exchanger. Neither of which was the case when we were there 6 weeks earlier but more importantly had nothing to do with the repairs on the inducer assembly that we had done. In that we knew we could not get the owner financed we provided her with the contact information for two government programs that install free furnaces for people. The owner's daughter or granddaughter called our office and told me that our representative was is [redacted] and that "he is a [redacted] and that we "shouldn't send no [redacted] (I apologize for the deplorable profanities, however I wanted to be sure to use her exact language so as to not misquote her). So, as requested, our technician and his assistant left. Approximately 30 minutes later I spoke with the owner of the property and gave her the information again to try and help her secure a free furnace. She called back several times and we had very pleasant exchanges. I asked her to keep me informed as to her progress in securing a free unit. We did everything we could to try and help this home owner. Just because we fix one part on a furnace does not mean that we guarantee all the other components, we can only guarantee the new parts. Other parts may last 6 minutes, 6 hours, 6 days or in this case 6 weeks. We will continue to honor our warranty on the inducer assembly, however once that warranty is up we will discontinue servicing this client. Her daughter or granddaughter is abrasive, verbally abusive and combative. Thank you for your consideration.
As the customer states they purchased this door in 2010 and Therefore it is way out of Warrantee they have never done any preventative maintenance to the door. This should be done at least twice per year. Due to this the Door was in need of lots of repairs. The cost of all...
the repairs approached the cost of a new door, so we recommended a new door. when customer refused we only charged the $99.00 for a service call. The customer did call in after hours to complain and was transferred to the Vice Presidents cell phone and he agreed to call them back the next day with a price for a discounted door. I don't know why the customer states they never got a return call but the VP called the next morning at 9:30 and left the customer a message that we could install a new door for $599.00. We never heard back from the customer till this complaint was received. WE CANNOT warrant a door that is 6 years old, However we will in this instance refund the service fee of $99 to the customer in order to put this matter to bed. We will mail them a check for $99 within the next 7 days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***
As you can see from the customers invoiceThe door in question was in very bad shape and is very old.We advised the customer that the door needed replaced and they refusedWe did the absolute best job we could do on repairing a very old door that needed replaced and advised customer of this
We went a step further and did not charge customer for any parts used and only billed them for a $service callYou also will note on the paper work provided, we offered to give the customer credit for the $service call towards the purchase of a new doorI do not see how we could have been more accommodating to this customer. At every point of this transaction we tried to inform the customer of what needed to be done and they refusedwe did the best we could do to service and door that is falling apart and needs replaced
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.
Regards,
[redacted]
Complaint: [redacted]
I am rejecting this response because:It's Not a clear understanding NORE completed per[redacted] stated after further inspection they identified case as negligence in part of repair !
Sincerely,
[redacted]
We have signed documentation from the customer demonstrating the facts we presented as accurate. With respect to Ms. [redacted] complaint about my personnel being rude, I disagree. I and my employees never used the type of language that she used. I have signed affidavits from my employees that she is the only one that used profanities and derogatory comments. Ms. J[redacted] freely admits that the unit ran fine for, in her words 3 weeks (when in fact it was over 5 weeks), there by demonstrating that we did what we were contracted to do. We fixed what was wrong when we were there so they could have heat again. That in no way is any kind of guarantee on the rest of the components of the furnace. We told them the unit should be replaced but they had such terrible credit they could not be financed. We tried to direct them to government agencies that would give them a free furnace which Ms. [redacted] considers ignorant. We were contracted by the home owner, not Ms. [redacted]. We did what we said we would do and now that something else is wrong Ms. [redacted] is trying to blame us. I fail to see how I can possibly make this more clear. We fixed the part that was broken, at the time, on the furnace, which was in really bad shape and now, 5 weeks later, she has another broken part. This is not our fault.
Initial Business Response /* (1000, 6, 2015/09/22) */
Contact Name and Title: Tom - Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@att.net
Initially we believed the issue to be the ignition assembly so that component was changed. However that did not resolve the issue. We thought...
perhaps the universal ignition assembly provided by the manufacture was not compatible with this tank and as such we called them the following day to order the exact replacement. After conferring with the manufacture and distributor they informed us that the issues was actually the gas valve and that is why the ignition assembly that we installed did not resolve his issue. So we ordered the gas valve and called the customer. It was explained that his issue was actually with his gas valve and not the ignition assembly and the new price for the repair would be $286. He openly admits that he was made aware of this prior to the technician being dispatched.
In order to change the gas valve the 40 gallon water heater has to be drained. It is not feasible to assume that a technician can remove a hose from outside, install the hose on the water heater, drain 40 gallons of water on gravity pressure alone through a 1/2 hose, remove a gas valve, install a new gas valve and fill the tank in 30 minutes as the customer has suggested. The tech will testify that he was onsite for at least 1 hour. In addition to the onsite time we also have to account for travel time and time to go get the part. Furthermore, the new part has to be warrantied for one year parts AND LABOR.
Mr. [redacted] freely admits that he knew what our price was prior to dispatch and most certainly prior to the repair being done. IF THE CUSTOMER HAD AN ISSUE WITH THE PRICE OF THE REPAIR, HE SHOULD HAVE BROUGHT THAT TO OUR ATTENTION PRIOR TO THE TECHNICIAN BEING DISPATCHED AND MOST CERTAINLY BEFORE HE ALLOWED US TO COMPLETE THE REPAIR.
We received his partial payment for $138.00. Thank you for the opportunity to fully explain the situation. It is our belief that Mr. [redacted] never intended on paying us the agreed amount for the gas valve and he intentionally deceived us.
His account is still in arrears $148.00 and we have sent the issue over to legal for left of service.
When customer called and advised that her check was cashed we immediately gave her a refund in cash the same day. We did make a mistake but corrected it as quickly as possible the same day. and the customer advised that she was happy with the way we handled this. ..
On the initial visit it was determined that the unit had a faulty draft inducer assembly. Due to the age of the furnace, condition of the furnace and the cost of this repair we recommended replacement of the furnace. Unfortunately the clients did not have good enough credit to secure financing so we...
proceeded with the repairs. Approximately 6 weeks later the customer's daughter or granddaughter called us back and said she smelled gas so she called the gas company. The gas company representative came and relit the pilot of the stove, but when he or she was there he tested the furnace and shut it down. It was explained to the customer that we would gladly send out a service technician to inspect the furnace and examine the gas company findings. We tried on 2 separate occasions to get in and inspect the unit and when we were unable to get in we left notes on the client's front door asking them to call us so we could get in. On the third attempt we were able to get in and found that when the gas company representative was there he or she determined that the furnace was now had a faulty gas valve and was showing signs of emitting by-products of combustion through the heat exchanger. Neither of which was the case when we were there 6 weeks earlier but more importantly had nothing to do with the repairs on the inducer assembly that we had done. In that we knew we could not get the owner financed we provided her with the contact information for two government programs that install free furnaces for people. The owner's daughter or granddaughter called our office and told me that our representative was is [redacted] and that "he is a [redacted] and that we "shouldn't send no [redacted] (I apologize for the deplorable profanities, however I wanted to be sure to use her exact language so as to not misquote her). So, as requested, our technician and his assistant left. Approximately 30 minutes later I spoke with the owner of the property and gave her the information again to try and help her secure a free furnace. She called back several times and we had very pleasant exchanges. I asked her to keep me informed as to her progress in securing a free unit. We did everything we could to try and help this home owner. Just because we fix one part on a furnace does not mean that we guarantee all the other components, we can only guarantee the new parts. Other parts may last 6 minutes, 6 hours, 6 days or in this case 6 weeks. We will continue to honor our warranty on the inducer assembly, however once that warranty is up we will discontinue servicing this client. Her daughter or granddaughter is abrasive, verbally abusive and combative. Thank you for your consideration.
As the customer states they purchased this door in 2010 and Therefore it is way out of Warrantee they have never done any preventative maintenance to the door. This should be done at least twice per year. Due to this the Door was in need of lots of repairs. The cost of all...
the repairs approached the cost of a new door, so we recommended a new door. when customer refused we only charged the $99.00 for a service call. The customer did call in after hours to complain and was transferred to the Vice Presidents cell phone and he agreed to call them back the next day with a price for a discounted door. I don't know why the customer states they never got a return call but the VP called the next morning at 9:30 and left the customer a message that we could install a new door for $599.00. We never heard back from the customer till this complaint was received. WE CANNOT warrant a door that is 6 years old, However we will in this instance refund the service fee of $99 to the customer in order to put this matter to bed. We will mail them a check for $99 within the next 7 days.