Clover Heating & Cooling

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: This does not include my response to the email: [redacted] In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

On Wednesday July [redacted] I replied to to complaint ID [redacted] I sent you a copy of the email that was sent to the customer (we are unaware of exactly when the complaint was filed hence if it was before or after the complaint filing) Subsequently there was a conversation with the customer ( [redacted] ) and we are in the process of resolving this dispute I left a message at your office to discuss this Please feel to contact me to discuss the matterThank You, Steven W***###-###-#### [redacted]

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 and the matter has been resolved
Sincerely,
***
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This is the email that was sent to this customer This customer has been very happy with our work since we started doing businessThe complaint was not of our work, but the customer believed that she should only pay for the part which the customer believed was only a few dollars
Following is the latest follow up email sent after a lengthy telephone conversation this morning. *** *** ***
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*** *** *** *** Hi there ***, Upon research I'm going to give you a quick summary of previous visits and charges 11/**/15-Install of Nest/economy option $11/**/15-Water Leak/Seasonal Maintenance performance (visit and diagnostic at N/C) 12/**/15-Thermostat lost connection/Boiler (visit and diagnostic at N/C) 3/**/15-Motherboard in foyer program (visit and diagnostic at N/C) 3/**/16- Filters purchase $5/*/16-1st charge of monthly PMA $5/**/16-Repair leak MBR sink $5/*/16-Gas grill line hook up $(billed 5/**/16) 5/**/16-Bedroom AC not working properly/Mechanical leakage fault (visit and diagnostic at N/C) 6/*/16-2nd charge of monthly PMA $ As per our conversation this morning the charge in question is the grill hook up. Unfortunately, that is the rate for the service providedWe did have to use multiple parts for this job, not just the one valve. This was a flat rate that is inclusive for the entire job. Clover uses flat rates to quote a customer for a job instead of ball parking it so there is no surprise to the customer. This usually works very well and I do apologize this was not quoted to you ahead of the grill hook up. You should have been advised and emailed your invoice prior to your credit card being charged, I do apologize for this too I have reissued the invoice (attached) so it is easier for you to read. As far as the "amount" charged, it is correct and only Anthony would be able to adjust I hope I have been helpful to you I know this has been going on very long and must be very frustrating. Please feel free to call/email me about the above matter or any other questions Thank you for your continued patience Lisa L*** Office Administrator Clover Comfort *** ** ***
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Thank you for your business!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
This does not include my response to the email:** ***
* *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** * *** *** ** *** ** *** *** ** *** *** *** *** *** *** ** *** ** *** *** *** ** *** *** *** *** *** *** *** *** *** *** ** * *** ** *** *** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** * *** ** *** *** *** ** ** *** *** *** *** ** *** *** *** ** *** *** *** * *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** ** ** ** *** *** *** ** *** ** *** *** *** *** *** ** *** ** *** *** *** ** *** *** ** *** ** ***
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In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

On Wednesday July *** I replied to to complaint ID *** I sent you a copy of the email that was sent to the customer (we are unaware of exactly when the complaint was filed hence if it was before or after the complaint filing) Subsequently there was a conversation with the customer (*** ***) and we are in the process of resolving this dispute I left a message at your office to discuss this Please feel to contact me to discuss the matter. Thank You, Steven W***###-###-####***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This does not include my response to the email:[redacted] [redacted] [redacted] [redacted] [redacted] [redacted]
[redacted]    
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On Wednesday July [redacted] I replied to to complaint ID [redacted].  I sent you a copy of the email that was sent to the customer (we are unaware of exactly when the complaint was filed hence if it was before or after the complaint filing).  Subsequently there was a conversation with the customer ([redacted]) and we are in the process of resolving this dispute.  I left a message at your office to discuss this.  Please feel to contact me to discuss the matter. Thank You, Steven W[redacted]###-###-####[redacted]

This is the email that was sent to this customer.  This customer has been very happy with our work since we started doing business. The complaint was not of our work, but the customer believed that she should only pay for the part which the customer believed was only a few dollars....

 Following is the latest follow up email sent after a lengthy telephone conversation this morning. [redacted]   Hi there [redacted], Upon research I'm going to give you a quick summary of previous visits and charges.   11/**/15-Install of 2 Nest/economy option $1297.09 11/**/15-Water Leak/Seasonal Maintenance performance (visit and diagnostic at N/C) 12/**/15-Thermostat lost connection/Boiler (visit and diagnostic at N/C) 3/**/15-Motherboard in foyer program (visit and diagnostic at N/C) 3/**/16- Filters purchase $438.09 5/*/16-1st charge of monthly PMA $60.02 5/**/16-Repair leak MBR sink $188.98 5/*/16-Gas grill line hook up $339.30 (billed 5/**/16) 5/**/16-Bedroom AC not working properly/Mechanical leakage fault (visit and diagnostic at N/C) 6/*/16-2nd charge of monthly PMA $60.02   As per our conversation this morning the charge in question is the grill hook up.  Unfortunately, that is the rate for the service provided. We did have to use multiple parts for this job, not just the one valve.  This was a flat rate that is inclusive for the entire job.  Clover uses flat rates to quote a customer for a job instead of ball parking it so there is no surprise to the customer.  This usually works very well and I do apologize this was not quoted to you ahead of the grill hook up.  You should have been advised and emailed your invoice prior to your credit card being charged, I do apologize for this too.   I have reissued the invoice (attached) so it is easier for you to read.  As far as the "amount" charged, it is correct and only Anthony would be able to adjust.   I hope I have been helpful to you I know this has been going on very long and must be very frustrating.  Please feel free to call/email me about the above matter or any other questions.   Thank you for your continued patience.   Lisa L[redacted] Office Administrator Clover Comfort [redacted]
Thank you for your business!!

Review: Work performed involved some cellulose being improperly installed for purposes of insulation. Cellulose ended up in various areas of the heating ducts. Multiple trash bags (I have photos) of cellulose needed to be removed in order to clear out product remnants. [redacted]'s own service-person who helped clean out one of the ducts stated to me that the cellulose installation process wasn't done properly and a bag of some kind wasn't in place to block the cellulose from being dispersed improperly.

Upon speaking with the owner, [redacted], I was told that I needed to have the entire duct system professionally cleaned and photographed before they would consider returning to finish the work which he said was "90% complete". He said that I was being unreasonable and referred to me as a "[redacted]" and inferred that I was being greedy for asking him to finish he job.

Between 3/**and 3/**, I called 4 times to speak with him. Three messages were left and one time the person who answered the phone put me on hold for a longer time and then said he wasn't in the office. Suffice to say, I am still awaiting a response from [redacted] and a resolution to complete the work.Desired Settlement: I want the job finished

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,