[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
JED mechanical is providing a false account of what happened.
1. My shower has a [redacted] Rite Temp Pressure Balancing Valve. This valve was the original valve and had stopped working due to a mechanical failure (the hot water completely stopped working and the faucet itself started leaking). Mechanical failures of plumbing items, including shower valves, are covered under my home warranty company, [redacted].
2. Bill from JED mechanical showed up to my house without an appointment. My husband had spoken with JED mechanical earlier that morning and asked JED mechanical to call me direct on my cellphone to make the appointment as my husband was at work and I was at home with the kids. JED never called me to make the appointment, rather, Bill from JED showed up at my door unannounced.
3. When Bill from JED mechanical arrived, he refused to service my shower. He falsely stated that my shower was missing parts and this voided the warranty. He insisted that I sign the slip of paper acknowledging his visit, and that I could hire JED to fix my shower valve for $175 plus parts. He told me that I would not be charged the $75 for the visit, which also turned out to be a false statement as the home warranty company later sent a bill for the $75 fee.
4. After this incident, my husband replaced the shower valve himself. With the new replacement valve (a $60 part from [redacted].com), it took 10-minutes to remove the old valve and to replace the new valve. There were no missing parts and the new valve works great.
5. Had Bill from JED mechanical been honest and competent, he would have correctly diagnosed that the valve had failed and ordered the replacement. Instead, he refused to work on the valve and asked for $175 for a fee on top of parts (additionally, we were later charged the $75 home warranty fee).
6. Numerous customers have complained about JED mechanical on [redacted].com for also asking customers to pay $175 + parts, in addition to the $75 Home warranty co-pay (see complaints about JED at:
http://www.[redacted].com/[redacted]/jed-mechanical-contractors-sterling). This seems to be a scam as JED is making a false claim that the items were not covered by the home warranty. This is unethical and should be stopped.
Regards,[redacted]
While conducting a routine audit of our accounts receivables, this account was flagged as being potentially unpaid. Because we understand that occasionally errors can be made when customer give checks to service technicians, we called the customer to verify if she had any record of payment...
being made. When we politely asked if she could provide us with a copy of her canceled check, she became belligerent-- in a way that is typical of people who have not actually paid their past debts. When she asked us what we would do about it, if she refused to provide us with a copy, she was informed that this would be escalated to a higher level of customer service representative. This customer was not threatened with collections.
Date: Wed, Sep 30, 2015 at 11:05 AMSubject: case #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>This customer was treated with respect and courtesy and simply asked for our company to break our protocol and policy. We attempt to reason with every customer with courtesy. We were not treated...
respectfully and there were an obscene amount of calls harassing our staff throughout the day. This complaint is an untrue, exaggerated, false account of events. We consider this slander and a petty attempt at bad-mouthing our company. Jed Mechanical
We stand by our assertion that the wrong water heater was ordered and that we were not aware of it. We further stand by our assertion that we notified this customer as soon as we knew, and that we made arrangements to install the heater as soon as possible. If this customer was on a conference call with the warranty company, the supply house, and himself, it would have been helpful for us to be part of that conversation-- or for someone to let us know that this conversation took place. If we had been included on this 3-way conference call, or informed of its occurrence, this matter could have been straightened sooner. As stated earlier, we do not order the heaters and heaters are (on occasion) ordered incorrectly by the warranty company. As I stated earlier, we would have *NO MOTIVATION* to intentionally lie or mislead a customer about whether or not his heater has been ordered. It does *not* benefit us in any way to reschedule or delay water heater installations. As for this other new issue about the lawn, this is the first time (since June) that this customer has mentioned anything about his lawn to us. If there was an issue, we will investigate it and make the appropriate repairs to his lawn.
This customer was having their hot water heater installed using coverage from their home warranty company. Once the home warranty company determines that the heater is covered under the customers policy, and approved for replacement, the home warranty company orders the hot water heater....
We do not order the heater, we only pick it up once it is ordered. This customer unfortunately was caught in the middle between their home warranty company, the supply house and us. The wrong heater was ordered. We don't know what the customer is talking about when he says that the heater was ready for pick up "today" (or what day "today" was?). If it was available sooner than what we were told, the warranty company never communicated that to us. We called him as soon as we knew of the delay, and advised him of when the installation would be, based on the knowledge that we had on-hand and the information that were given from the supply house and from the home warranty company. We would have no motivation to reschedule an appointment for no reason, since reschedules wreck havoc with the rest of the schedule and set off a chain reaction among many customers. If we had the heater available, we would have scheduled it as soon as possible. No one was intentionally lying to this customer.
[redacted]
[redacted]
[redacted]Hello,My name is [redacted], and I filed a complaint about JED mechanical back in june. I just received a response from them, and it stated that I had 10 days to respond to their response. I tried filling it out and sending it, but I believe it timed out before it could be sent. Then I noticed it was sent back with a response, but blank. I would like to reject their response because it is untruthful. JED mechanical did not reach out to me to let me know they wouldn't be available to install my hot water heater on Thursday. My appointment window was thursday from 9am til 1 pm. At around 130, after they had missed their appointment window, I reached out to them. They told me that the warranty company ordered the wrong water heater, and they couldn't pick it up. Naturally, I followed up with the warranty company, and they gladly put me on 3 way with the supply house, who informed me that the water heater was in fact available the day previous (wednesday) for pickup and that JED mechanical had not stopped by to that day. As frustrated as I was with the customer service, and having to now miss 2 days of work to install a water heater, I was equally disappointed with the install. The technicians who came out, proceeded to set my lawn on fire and burn my grass. I have attached 3 pictures which show the aftermath of their install. Please let me know if there is any way I can include this in my response back to them since I was unable to add anything to my response before it timed out.
[redacted]
[redacted]
Date: Wed, Sep 30, 2015 at 11:01 AMSubject: case #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>This customer had her water heater replaced by Jed. In an unrelated matter in the following month she insists our technician was to blame. We informed her that we'd be happy to have a field supervisor...
come out to look at the issue at no charge, but she just wanted a refund on her service fee for [redacted], her home warranty company. We explained that we can not refund her service fee as it is the policy of [redacted], our parent company, to collect that and she could call them to dispute. We did not intend for any miscommunication.Jed Mechanical
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:
JED mechanical is providing a false account of what happened.
1. My shower has a [redacted] Rite Temp Pressure Balancing Valve. This valve was the original valve and had stopped working due to a mechanical failure (the hot water completely stopped working and the faucet itself started leaking). Mechanical failures of plumbing items, including shower valves, are covered under my home warranty company, [redacted].
2. Bill from JED mechanical showed up to my house without an appointment. My husband had spoken with JED mechanical earlier that morning and asked JED mechanical to call me direct on my cellphone to make the appointment as my husband was at work and I was at home with the kids. JED never called me to make the appointment, rather, Bill from JED showed up at my door unannounced.
3. When Bill from JED mechanical arrived, he refused to service my shower. He falsely stated that my shower was missing parts and this voided the warranty. He insisted that I sign the slip of paper acknowledging his visit, and that I could hire JED to fix my shower valve for $175 plus parts. He told me that I would not be charged the $75 for the visit, which also turned out to be a false statement as the home warranty company later sent a bill for the $75 fee.
4. After this incident, my husband replaced the shower valve himself. With the new replacement valve (a $60 part from [redacted].com), it took 10-minutes to remove the old valve and to replace the new valve. There were no missing parts and the new valve works great.
5. Had Bill from JED mechanical been honest and competent, he would have correctly diagnosed that the valve had failed and ordered the replacement. Instead, he refused to work on the valve and asked for $175 for a fee on top of parts (additionally, we were later charged the $75 home warranty fee).
6. Numerous customers have complained about JED mechanical on [redacted].com for also asking customers to pay $175 + parts, in addition to the $75 Home warranty co-pay (see complaints about JED at:
http://www.[redacted].com/[redacted]/jed-mechanical-contractors-sterling). This seems to be a scam as JED is making a false claim that the items were not covered by the home warranty. This is unethical and should be stopped.
Regards,[redacted]
While conducting a routine audit of our accounts receivables, this account was flagged as being potentially unpaid. Because we understand that occasionally errors can be made when customer give checks to service technicians, we called the customer to verify if she had any record of payment...
being made. When we politely asked if she could provide us with a copy of her canceled check, she became belligerent-- in a way that is typical of people who have not actually paid their past debts. When she asked us what we would do about it, if she refused to provide us with a copy, she was informed that this would be escalated to a higher level of customer service representative. This customer was not threatened with collections.
Date: Wed, Sep 30, 2015 at 11:05 AMSubject: case #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>This customer was treated with respect and courtesy and simply asked for our company to break our protocol and policy. We attempt to reason with every customer with courtesy. We were not treated...
respectfully and there were an obscene amount of calls harassing our staff throughout the day. This complaint is an untrue, exaggerated, false account of events. We consider this slander and a petty attempt at bad-mouthing our company. Jed Mechanical
We stand by our assertion that the wrong water heater was ordered and that we were not aware of it. We further stand by our assertion that we notified this customer as soon as we knew, and that we made arrangements to install the heater as soon as possible. If this customer was on a conference call with the warranty company, the supply house, and himself, it would have been helpful for us to be part of that conversation-- or for someone to let us know that this conversation took place. If we had been included on this 3-way conference call, or informed of its occurrence, this matter could have been straightened sooner. As stated earlier, we do not order the heaters and heaters are (on occasion) ordered incorrectly by the warranty company. As I stated earlier, we would have *NO MOTIVATION* to intentionally lie or mislead a customer about whether or not his heater has been ordered. It does *not* benefit us in any way to reschedule or delay water heater installations. As for this other new issue about the lawn, this is the first time (since June) that this customer has mentioned anything about his lawn to us. If there was an issue, we will investigate it and make the appropriate repairs to his lawn.
This customer was having their hot water heater installed using coverage from their home warranty company. Once the home warranty company determines that the heater is covered under the customers policy, and approved for replacement, the home warranty company orders the hot water heater....
We do not order the heater, we only pick it up once it is ordered. This customer unfortunately was caught in the middle between their home warranty company, the supply house and us. The wrong heater was ordered. We don't know what the customer is talking about when he says that the heater was ready for pick up "today" (or what day "today" was?). If it was available sooner than what we were told, the warranty company never communicated that to us. We called him as soon as we knew of the delay, and advised him of when the installation would be, based on the knowledge that we had on-hand and the information that were given from the supply house and from the home warranty company. We would have no motivation to reschedule an appointment for no reason, since reschedules wreck havoc with the rest of the schedule and set off a chain reaction among many customers. If we had the heater available, we would have scheduled it as soon as possible. No one was intentionally lying to this customer.
[redacted]
[redacted]
[redacted]Hello,My name is [redacted], and I filed a complaint about JED mechanical back in june. I just received a response from them, and it stated that I had 10 days to respond to their response. I tried filling it out and sending it, but I believe it timed out before it could be sent. Then I noticed it was sent back with a response, but blank. I would like to reject their response because it is untruthful. JED mechanical did not reach out to me to let me know they wouldn't be available to install my hot water heater on Thursday. My appointment window was thursday from 9am til 1 pm. At around 130, after they had missed their appointment window, I reached out to them. They told me that the warranty company ordered the wrong water heater, and they couldn't pick it up. Naturally, I followed up with the warranty company, and they gladly put me on 3 way with the supply house, who informed me that the water heater was in fact available the day previous (wednesday) for pickup and that JED mechanical had not stopped by to that day. As frustrated as I was with the customer service, and having to now miss 2 days of work to install a water heater, I was equally disappointed with the install. The technicians who came out, proceeded to set my lawn on fire and burn my grass. I have attached 3 pictures which show the aftermath of their install. Please let me know if there is any way I can include this in my response back to them since I was unable to add anything to my response before it timed out.
[redacted]
[redacted]
Date: Wed, Sep 30, 2015 at 11:01 AMSubject: case #[redacted]To: [redacted] <[redacted]@myRevdex.com.org>This customer had her water heater replaced by Jed. In an unrelated matter in the following month she insists our technician was to blame. We informed her that we'd be happy to have a field supervisor...
come out to look at the issue at no charge, but she just wanted a refund on her service fee for [redacted], her home warranty company. We explained that we can not refund her service fee as it is the policy of [redacted], our parent company, to collect that and she could call them to dispute. We did not intend for any miscommunication.Jed Mechanical