Blunt Creations LLC

Initial Business Response /* (1000, 6, 2017/04/11) */
We would like to apologize for falling short of the excellent service we strive to provideOur technician had no intention of defrauding anyone; however, our new menu pricing policy was not followed properlyBelow is our account of the
situation which I hope provides clarity to you and your husband
Your husband was provided an agreed upon price up frontAfter the initial repair was made, the technician’s opinion was additional parts were needed to make the repair reliableYour husband was informed we would attempt to locate additional parts, and there may be an additional cost for partsThe following day, the repair failedAt that time, your husband was informed that OEM parts were not available and due to the age of the equipment, the technician recommended replacementWe then let your husband know that we would attempt to locate universal repair parts
After the quote for the new equipment was given, we told your husband he would be given partial credit for repairs toward replacement of equipmentThat is when you called to request a full refundPer the conversation I had with you, you were informed we would replace the motor that was replaced under warranty, but there may be additional cost for parts as stated aboveWe also stated if we were chosen as the replacing contractor, you would be given credit for half of the repair cost towards replacement due to costs already incurred by the companyWe also made it clear that if we were not the replacing contractor, we were under no obligation to give any refund
Given an unsatisfactory response, we let you know we would speak with the owner of our companyAfter speaking with the owner, another conversation occurred between your husband, myself and the salesman who quoted the replacementDuring that conversation, your husband was given the options of a warranty repair that would be made in full including additional parts that were previously statedWe offered a full refund toward replacement of the unit as well as an additional deduction from the replacement costYour husband then stated he would not be using us as the replacing contractor and we would not be permitted to return to do any warranty repairs
Upon the face to face meeting with myself and the owner, you were refunded the cost of the repair that had been done by someone elseThe remaining cost not refunded was the trip charge and additional value added repairs completed during the primary repair that you would still receive value from since they had not replaced your unit
We apologize again for your dissatisfaction with our companyThis was a tricky, unideal situation that we were very thoughtful in navigating, and we feel we were very generous in the alternative options we providedWe hope through this explanation, you have gained clarity and can see our reasoning for the decisions made
Initial Consumer Rebuttal /* (3000, 9, 2017/04/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the response from the business as it does not resolve the issueThe response is not an acurate description of what happenedThe initial repair that was authorized was to replace the geothermal units motorNo other services/ repairs were agreed to or authorizedWe are well aware it's an older unit and may not make sense to do more than a basic repairThe repair completed by Colliers service tech failed the next day(I should explain what I mean by failed, the motor the tech installed in our geothermal unit fell down and was rubbing metal on metal- which is dangerous and made the house smell like it was on fire.) After the repair failed we were given an estimate from Colliers of *** to *** for a new geothermal unitDue to receiving such poor customer service, and not having very much faith in their tech's abilities, we as customers did seek a second opinion before investing that much moneyThe motor was replaced by Colliers on 3/14/The second repair by a different company was not completed until 3/22/17, due to getting no resolution from ColliersI
I arranged to meet with the owner due to not getting any resolution by speaking with the service managerI also want to reiterate that the service manager tried to bully us into purchasing a new unit from Colliers and said to me via phone "I will not do anything for you if you do not buy a new unit from us"That is in no way offering a warranty repair as stated in the business response
When I met with the owner and service manager is when I was shown the binder with the pricing menuThe lowest service package on the menu was a "band aide repair"The owner even explained to me that this would be the charge for a basic repair, however we were charged $(the next service package) due to additional services performedNo service packages were ever previously discussed and we as customers were never given the option to chooseThe business admits to this and stated in their response their menu pricing was not followedAt this time the motor has been returned to the company, and there was no authorization of any other services
The business response states: "The remaining cost not refunded was the trip charge and additional value added repairs completed during the primary repair that you would still receive value from since they had not replaced your unit."
This in no way explains what other service was completed?
The bottom line is the tech fraudulently charged us for a service package that was not agreed upon, and as it is pointed out in the business response, our unit is an older unit, so a more extensive service package would not even make senseFurthermore after the repair failed the motor was taken out and returned to the business
I have attached a picture of the unit when the motor fell and was stuck metal on metal
I have also attached the bill from 3/14/which in no way indicates a service package was purchased or other repairs/ services were completed
A refund of the remainder of the bill is necessary at this time to successfully resolve this issue***