Caterpillar Inc

Initial Business Response /* (1000, 6, 2016/07/21) */
Contact Name and Title: [redacted] Res HVAC Supe
Contact Phone: [redacted]
Contact Email: [redacted]@jomory.com
From: [redacted]
Sent: Monday, July 11, XXXX X:XX AM
To: [redacted]
Subject: RE: Revdex.com Complaint Case# [redacted]...

(Ref#XX-XXXX-XXXXXXXX-X-XXX)

There were many of us involved with the dealing of [redacted]. She was a new customer for us and appears to be the home owner, however the down payment and the only money collected by us was paid by her father. We could not make her happy on several occasions. The end result and terms were demanded by her and that is exactly what we did. We have many emails that could be provided if necessary.
If you need anymore information please let me know. [redacted], Residential HVAC Installation Supervisor [redacted]

Initial Consumer Rebuttal /* (3000, 8, 2016/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The equipment installed was not what JO Mory quoted me. They undersized the units and after 8 days of techs in my house the AC never worked. I am out time and was "taken" by their sales dept and mgmt. I demanded they get their equipment out of my home so a honest business could complete with integrity as it was 90° and I'm asthmatic. They knew the unit was not what I had previously had in my home or what they quoted installing. I have photos (before/during/after), documents, quotes, serial numbers, emails and confirmation from another HVAC company that JO Mory's equipment was not capable of heating or cooling my home. I am the homeowner, and my Father did help cover expenses. Regardless of the name on the card was used for payment their HUGE deception need to be refunded to The [redacted]'s via the card or a check to either [redacted]. I'm glad I was raised with a eye for right/wrong and am advanced in craftsmanship and what quality looks like. Bottom line is my house never cooled down with a [redacted] HVAC from JO Mory. It was ultimately a company who previously quoted me who determined why JO Mory's equipment would not work. They also have documentation of what I previously had in my home, both units were much larger than what JO Mory tried to install. I can only assume this is not the first time JO Mory has committed fraud.
Final Consumer Response /* (4200, 12, 2016/07/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I've attached all correspondence - as you can see from my quote below I asked to be refunded - this was the same night the manager, [redacted], called me a liar on the phone when my AC did not work. I do very much wish I had a recording of that phone call. No customer should ever be talked to like that, especially when I'm paying [redacted] for something that doesn't work. Please see copy of my email to them below. This has also been emailed with photos of the horrible craftsmanship and ultimately a unit that never worked. I was undersized and was not delivered what I was quoted. This also took 8 days to get to this point. Then I had to find another company to complete it. Very happy Master's HVAC could do a quality install (and actually working) within 6 hours. Something JO Mory couldn't do in 60 hours because the units were too small for my home.
"Ultimately, I would like to cut ties with you guys and just have you come get all your equipment and refund my [redacted] down. It's where I'm at with all this right now. I've had 4 days of my life with you guys in my home and have missed appointments due to you having to keep coming back. I don't have a cool house, and don't have the thermostat you showed me, I'm going to need to get my carpets professionally cleaned"
Final Business Response /* (4000, 10, 2016/07/22) */
We agree to Ms. [redacted]'s request of the dissolution of our customer/business relationship and we feel that we have resolved all issues that Ms. [redacted] had originally requested as noted below:
"I need to schedule a time with you for picking up your coil and thermostat, furnace and outside unit. I will keep and pay for the water heater, if you leave the line set (worth [redacted] and the AC disconnect (worth [redacted] that's fine and we can include that in the [redacted] you have down and can call it even. I will not pay for the balance of [redacted] and would like your equipment out of my home ASAP.
We recently sent in our evidence of email copies to Revdex.com supporting our above decision and consider this matter closed.
Thank you,
[redacted]
HVAC Installation Supervisor
J.O. Mory, Inc.

July 7, 2015To: [redacted] From: Chuck K[redacted]Asst. General ManagerRe: Case ID # [redacted] ([redacted])Fax Transmission Includes 6 pages including this title pageThe following information was given to the consumer’s credit card company as she disputed the charge but, lost the dispute....

The information is relevant to the BBS’s requirements for a response from Mattress World.May 19, 2015To: [redacted]From: Chuck K[redacted]Re: Case # [redacted]The following is the accounting of the sale to [redacted]:[redacted] purchased a Simmons Twin Luxury Firm Beautyrest Candace Mattress and matching Beautyrest High Profile Foundation at the East College Ave, State College, PA Mattress World Store location on April 20, 2015. The sales consultant, H.P. R[redacted] explained the option of a low profile foundation with the mattress [redacted] selected. At that time she chose to order a high profile foundation, The sales consultant explained that the merchandise was not a stock item and would have to be ordered before delivery could be arranged, The customer was given a hand written receipt and paid for the merchandise with her discover card signing the merchandise slip and given a customer receipt slip where at the bottom of the slip on both copies states “Mattresses and boxes are not returnable once left in customers home.” This policy is also posted in all store locations including the East College Ave. State College Store location. The merchandise arrived on May 4th into the Mattress World Distribution Center in Bellefonte, PA. H.P. R[redacted] notified [redacted] that the merchandise had arrived and she agreed to a delivery date of May 9th,  Saturday to her residence.The delivery team delivered the merchandise to [redacted]’s residence on Saturday, May 9th. No one was at the residence. [redacted]’s neighbor met the delivery team and explained that [redacted] would not be home but, that [redacted] had instructed her (the neighbor) to tell the delivery team to place the merchandise on the front porch.The next day, Sunday, May 10th [redacted] visited the East College Ave. Store location and stated that the foundation was too high and would like it exchanged for a low profile foundation, The sales consultant, H.P. R[redacted] explained the merchandise could not be returned as the items were left overnight at the residence stating the posted company policy. At this time [redacted] stated that H.P. R[redacted] had written the incorrect merchandise on the sales receipt. He explained that he remembered her order vividly as [redacted]’s sale had taken a longer time than usual for her to make her selection of the merchandise.On May 11th [redacted] contacted me to state that the merchandise she wanted was not the merchandise that was ordered. I explained to her the company policy that items left in the home overnight could not be returned and that she had a hand written receipt showing her what she had ordered.