Big Sandy Termite & Pest Control

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
Sincerely,
*** ***

This complaint came from a tenant in a landlord/tenant issue. The landlord authorized the work performed and it was not communicated with the tenant at the time. Since the tenant, Jake Miller, called our office dispatched another plumber to provide the services requested by Jake and the
work has been called in for inspection by the State of Washington under permit number ***. With regard to our employees using his tools, we have been unable to corroborate the story but have asked Jake if there was any damage or anything else we could do to correct the issue. He has not told us if there is.I can be reached at *** with any questions.*** ***

On December 13, 2016, the first very cold day that dipped down to degrees as a low and degrees as a high, we were called by one of the homeowners and she stated that we had recently installed a new furnace which was not working properly Our technician arrived to find that in fact, we had
not installed the system at all and it was very old, probably 15-years old; the elderly client was confused Upon testing components, our technician found a bad heating sequencer and a burnt looking contactor on the heat pump He reviewed all options for repair with the homeowner but also reviewed all the options for replacement due to the age of the heating and cooling system This is something we always do when a system is more than years old to avoid buyer's remorse after expensive repairs The homeowner decided to have the system repaired and he selected an option that cost $which allowed us to replace both parts and provided a one year warranty for those parts and the labor He was offered options ranging from $for just the diagnostic to $for repairing just the sequencer or $to repair the sequencer and burnt contactor at the same time The technician waived his $diagnostic fee as well The homeowner was elderly but, according to our technician, had his son-in-law assisting with the decision Apparently, the homeowners son-in-law is a professional involved in contracting and HVAC and was very involved in trying to troubleshoot the problem and providing input throughout the appointment The technician made the repairs, tested the operation and left at approximately 12:pm The following day, the homeowners daughter (not married to the son-in-law) called at 4:pm to say the problem had not been resolved and that the system was still "recycling" and that the customer was in fear that it would burn the switch up again In our recorded call, you can hear the elderly homeowner saying "all it's going to do is burn the switch up" Our technician again arrived to find the system was operating exactly as it had been the day before when he left, but that it was not keeping the house warm enough On that day, our high temperature was degrees and many homes were not staying warm enough The technician stated that he was asked by a member of the family to find out if from a manager if Patriot would apply the funds the homeowner had spent for the repair to a new system He was asked to come back the next morning to review all those options because it was already after 6:pm and there did not appear to be anything wrong or repairs that needed to be made On 12/16/at 2:pm we were called again by the homeowner's daughter and asked to have our technician call the son-in-law before going out to the home to review the options for replacement of the system; she said that the son-in-law thought he had found the problem The technician called and found they had decided not to have the heat pump replaced but he did not recall any other details about what the son-in-law found On 12/30/I was contacted by the son-in-law who said that the homeowner was upset about how much money he spent for the repair He said another contractor fixed the problem, but he did not tell me how it was fixed He requested that I call the homeowner to set up a time to go to his home and hear his concerns and make some adjustment to the price I called as requested, and when the homeowner asked her husband if it was ok for me to come over to resolve his concerns, his daughter began yelling in the background "no Dad you do not need her to come over", the daughter proceeded to get on the phone to tell me that they called another contractor to repair the system and that her father could not remember what he had said minutes ago so there was no reason for me to meet with him I told her what her brother-in-law said and that it was important to me that they were satisfied and I would bring my checkbook to take care of any price complaint, but I would also like to review the other contractor's invoice She told me the other contractor came to the house and switched the system to emergency heat and told them that the heat pump was not large enough to heat the home with the weather as cold as it was I explained to the daughter that we were called out to repair the heating system and that emergency heat had nothing to do with the heat pump operation I told her we had a one year warranty on our work we performed but I could not warranty the work of another contractor I also explained that simply switching the thermostat over to emergency heat did not mean that our repairs were not needed It simply meant that the heat pump, which provides heating and cooling was not working to provide any heating The daughter yelled at me a lot and told me her brother-in-law should not have assisted her father with the decision to spend $ She then began sobbing and apologized and said she had a very stressful month with her father's illness and that I would need to call her later to set up a time to come over and meet with her because she was handling all of her parents affairs She stated that they had lots of doctors appointments and to call her after Tuesday of the following week.The following week on 1/5/I attempted to call her Her mother answered and told her I was on the phone She said "Mom - I don't have time to talk to her" The mother offered that she would have to call me back She never called me back so I gave a refund for $to the homeowner credit card and sent the daughter a letter to her parents home and and email letting her know that I went ahead and reduced the price of the repairs to $and to please call me if she wanted to discuss it or had any questions I also sent her a copy of the revised invoice.On January 18, I received a notification of charge-back from my credit card company for the full original amount of $and the funds were withdrawn from my account I responded with the attached document and the charge-back was reversed.On March 21, I received a call from the son-in-law with a complaint that we had charged his father-in-law's credit card twice I explained all of the above circumstance to him and that I had not charged it twice, but probably the homeowner had the charges come back on his card statement after contesting the charges and having them removed previously I explained that I had, in fact, given his father-in-law $back on his credit card on 1/6/ He heard my story and said that the circumstances were very difficult and the real problem was that his father in law didn't have any money He offered that he would like to pay the amount due and have me refund the father-in-law to have the issue resolved once and for all He felt that because he aided in the decision to repair the system, it put him in a situation that he was now at fault for the financial problem I reluctantly told him that if he wanted to do that, I could credit his father-in-law's credit card the remaining $that had been paid and he could pay with his card He told me that he thought that would be the best course of action and he was going to call his wife and call me back He never called me back, but instead placed this Revdex.com complaint on line.Our company provided a legitimate service and we have since attempted to resolve the family's concerns I feel we do not owe them any additional refund for the repairs they authorized The other contractor, by their own account, did not repair the heat pump -he only put it into emergency heat, which resolved the homeowner concern that the heat pump was running all the time We are sorry any time a business relationship ends on such a sour note The fees we charge for our services are not always the least expensive, but are competitively priced I cannot address his concern that we charge 40% more than the market We have options that fit nearly every budget and always provide options - not ultimatums.Please feel free to call me at 509-662-with any other questions or concerns,Sherry E***, Owner