[redacted] , we are truly sorry for the less-than-stellar experience you had with your Comfort-Aire air conditioning unit purchased from our [redacted] branchCoastal stands 100% behind the products that we sell and the service we provide to our customers and we do our best to go above and beyond their expectations to see that every transaction is a positive and valuable experienceIn order to be a profitable business, we do, however, have to work within the manufacturer’s stated warranty policies, and occasionally these situations can lead to dissatisfaction with the warranty process Please allow me to cite the testimony of [redacted] , Branch [redacted] of our [redacted] branch, who was referenced in your complaint, as he recalls the events leading up to this point: October **, [redacted] of [redacted] ***, the contractor on the job, purchased material on Order # [redacted] As is our standard procedure to ensure quality, the material was opened and inspected by the contractor upon delivery to [redacted] and there was no damage to the equipment [redacted] called us back about hours after his delivery stating that the suction and liquid line valves were completely mangled and he demanded a new unitI explained to him that the unit was inspected and there was absolutely no damage when the unit was dropped off, inspected by himI told him to come in and we would replace the valves October **, [redacted] came in the next day with the valves that needed to be replaced and I personally swapped them out FREE OF CHARGE, despite the fact that they were not “completely mangled”, rather they were brazed in with soft solder which is a major in the HVAC fieldAdditionally, he demanded a labor allowance and I explained to him that I cannot just give out free money for a potentially faulty installation, as the manufacturer would not authorize such a claimHe became furious [redacted] called Comfort Aire Heat Controller directly and demanded a labor allowanceHe spoke with [redacted] According to ***, [redacted] called and left him numerous messages demanding money back for his labor [redacted] called me and I explained the story to himBeing that Heat Controller stands by their product and the representative [redacted] wanted to satisfy an irate installer, Heat Controller credited Coastal Plumbing Supply $for the incident on an Invoice dated A credit allowance order was generated for [redacted] on (order # [redacted] ) March *, [redacted] came back into the store to purchase a boiler part on order [redacted] , totaling $The $dollar credit was utilized, and [redacted] paid out the difference in cash May **, [redacted] came to the [redacted] counter to purchase materialHe told sales rep [redacted] that he had $credit from Comfort Aire he would like to use pay out his $order [redacted] with the credit [redacted] said he did not see any open credit in the system, though due to the fact that I ( [redacted] ) was out of the office, and the customer was very adamant, asst [redacted] authorized the order to be suspended without collecting payment [redacted] left the store, although he was yelling, acting unruly, and generally nasty towards our staff Upon my return to the branch around 11:00am, I was informed of the events that transpired that morningBefore I even had a chance to pick up the phone and speak with [redacted] , he returned to the storeHe started the conversation by saying that he has a burnt out compressor and he needs to order it for a Comfort Aire unitI told him no problem; our company policy is you pay for the compressor, return the defective part back, we send it back to the vendor for warranty approval, and once they credit us, we in turn credit our customerHe flipped out, stating this is the same exact unit that already had parts replaced back in OctoberI politely explained this is the policy, if you cannot respect the policy I cannot help youHe said fine I have a $credit in the system from Comfort Aire that should cover the cost of this compressorI already had printed out the credit allowance order and his order which the credit was previously used towardI explained that Comfort Air e only credited us $for your labor and that is what you received from us, showing him the ordersHe went crazy and said they told me they were crediting me $800.Then he began the insults, calling me a scam artist, liar, he was yelling and screaming, cursing, telling me to come outside he wanted to fight me, relentlesslyThis went on for over an hour in the presence of customer and Coastal staffThe only words that came out of my mouth were please leave my property before the cops are called [redacted] then told me that “you don’t know what I am capable of, I will put a bullet in your head, and when you on the floor bleeding, I will smash you head in with a hammer.” When asked if he was joking around with that statement he giggledI then asked him was that a threat? He responded “100%” and stormed out the doorI immediately called and had the cops come down to file a reportThe Police filed Claim # [redacted] which is available wi th the NYPD, if needed Later that afternoon, [redacted] called me, though with the events that transpired, I did not get a chance to speak with him May **, The next morning we spoke, and he first wanted to apologize for [redacted] ***’s actions, stating that he is no longer doing work for him and [redacted] is hiring a new contractorI explained that I will try with all my power to get him a brand new unit to remedy the situation, and that I would call him laterI called [redacted] over at Comfort Aire and he immediately authorized us to swap the entire unit out, and that [redacted] already had left him voicemails about this situation in the last hoursI called [redacted] back that same morning to tell him that he will be receiving a brand new unit at no-charge, and he couldn’t have been any nicer and was very thankfulWe scheduled order [redacted] with delivery date of at 8:00am, and everything went off without a hitchWe have not since heard anything negative As you can see, the nature of the complaint filed is somewhat confusing to us, as there was little to no interaction with the complainant directly until very recently, and from that point on the situation was resolved quickly and decisivelyAll of the controversy surrounded the contractor facilitating the installation and his unprofessionalism in handling matters relating to this job Coastal will continue to proudly serve the Staten Island market with honesty and integrity, and we will admit that we are not perfect at everything we do, but will continue to strive for perfectionWe are glad to discuss the incident in more detail if needed, or to further assist in setting things right with the customer
Revdex.com: 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, [redacted]
[redacted] , we are truly sorry for the less-than-stellar experience you had with your Comfort-Aire air conditioning unit purchased from our [redacted] branchCoastal stands 100% behind the products that we sell and the service we provide to our customers and we do our best to go above and beyond their expectations to see that every transaction is a positive and valuable experienceIn order to be a profitable business, we do, however, have to work within the manufacturer’s stated warranty policies, and occasionally these situations can lead to dissatisfaction with the warranty process Please allow me to cite the testimony of [redacted] , Branch [redacted] of our [redacted] branch, who was referenced in your complaint, as he recalls the events leading up to this point: October **, [redacted] of [redacted] ***, the contractor on the job, purchased material on Order # [redacted] As is our standard procedure to ensure quality, the material was opened and inspected by the contractor upon delivery to [redacted] and there was no damage to the equipment [redacted] called us back about hours after his delivery stating that the suction and liquid line valves were completely mangled and he demanded a new unitI explained to him that the unit was inspected and there was absolutely no damage when the unit was dropped off, inspected by himI told him to come in and we would replace the valves October **, [redacted] came in the next day with the valves that needed to be replaced and I personally swapped them out FREE OF CHARGE, despite the fact that they were not “completely mangled”, rather they were brazed in with soft solder which is a major in the HVAC fieldAdditionally, he demanded a labor allowance and I explained to him that I cannot just give out free money for a potentially faulty installation, as the manufacturer would not authorize such a claimHe became furious [redacted] called Comfort Aire Heat Controller directly and demanded a labor allowanceHe spoke with [redacted] According to ***, [redacted] called and left him numerous messages demanding money back for his labor [redacted] called me and I explained the story to himBeing that Heat Controller stands by their product and the representative [redacted] wanted to satisfy an irate installer, Heat Controller credited Coastal Plumbing Supply $for the incident on an Invoice dated A credit allowance order was generated for [redacted] on (order # [redacted] ) March *, [redacted] came back into the store to purchase a boiler part on order [redacted] , totaling $The $dollar credit was utilized, and [redacted] paid out the difference in cash May **, [redacted] came to the [redacted] counter to purchase materialHe told sales rep [redacted] that he had $credit from Comfort Aire he would like to use pay out his $order [redacted] with the credit [redacted] said he did not see any open credit in the system, though due to the fact that I ( [redacted] ) was out of the office, and the customer was very adamant, asst [redacted] authorized the order to be suspended without collecting payment [redacted] left the store, although he was yelling, acting unruly, and generally nasty towards our staff Upon my return to the branch around 11:00am, I was informed of the events that transpired that morningBefore I even had a chance to pick up the phone and speak with [redacted] , he returned to the storeHe started the conversation by saying that he has a burnt out compressor and he needs to order it for a Comfort Aire unitI told him no problem; our company policy is you pay for the compressor, return the defective part back, we send it back to the vendor for warranty approval, and once they credit us, we in turn credit our customerHe flipped out, stating this is the same exact unit that already had parts replaced back in OctoberI politely explained this is the policy, if you cannot respect the policy I cannot help youHe said fine I have a $credit in the system from Comfort Aire that should cover the cost of this compressorI already had printed out the credit allowance order and his order which the credit was previously used towardI explained that Comfort Air e only credited us $for your labor and that is what you received from us, showing him the ordersHe went crazy and said they told me they were crediting me $800.Then he began the insults, calling me a scam artist, liar, he was yelling and screaming, cursing, telling me to come outside he wanted to fight me, relentlesslyThis went on for over an hour in the presence of customer and Coastal staffThe only words that came out of my mouth were please leave my property before the cops are called [redacted] then told me that “you don’t know what I am capable of, I will put a bullet in your head, and when you on the floor bleeding, I will smash you head in with a hammer.” When asked if he was joking around with that statement he giggledI then asked him was that a threat? He responded “100%” and stormed out the doorI immediately called and had the cops come down to file a reportThe Police filed Claim # [redacted] which is available wi th the NYPD, if needed Later that afternoon, [redacted] called me, though with the events that transpired, I did not get a chance to speak with him May **, The next morning we spoke, and he first wanted to apologize for [redacted] ***’s actions, stating that he is no longer doing work for him and [redacted] is hiring a new contractorI explained that I will try with all my power to get him a brand new unit to remedy the situation, and that I would call him laterI called [redacted] over at Comfort Aire and he immediately authorized us to swap the entire unit out, and that [redacted] already had left him voicemails about this situation in the last hoursI called [redacted] back that same morning to tell him that he will be receiving a brand new unit at no-charge, and he couldn’t have been any nicer and was very thankfulWe scheduled order [redacted] with delivery date of at 8:00am, and everything went off without a hitchWe have not since heard anything negative As you can see, the nature of the complaint filed is somewhat confusing to us, as there was little to no interaction with the complainant directly until very recently, and from that point on the situation was resolved quickly and decisivelyAll of the controversy surrounded the contractor facilitating the installation and his unprofessionalism in handling matters relating to this job Coastal will continue to proudly serve the Staten Island market with honesty and integrity, and we will admit that we are not perfect at everything we do, but will continue to strive for perfectionWe are glad to discuss the incident in more detail if needed, or to further assist in setting things right with the customer
Revdex.com: 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, [redacted]