Combest, Inc.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: these issues were originally submitted to *** * news(overcharged payment for the first service call, and the rudeness of VITO customer service)These last two issues were not resolved by *** news.Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
I have updated information concerning this complaintI have had the hot water heater replaced for the following reasons: Vito company accepted the job and refigured our pipesThey installed one pipe for both the furnace and the hot water heaterIn addition, they should have evaluated the piping situation and informed us about the furnace and heaterThey installed a furnace that was incompatible to the hot water heaterWhen they installed the hot water heater a year ago they refigure the pipingI am asking for a refund of $They made errors on both services, one the hot water heater, piping was changedThe furnace was not compatible to the hot water heaterPlease find the invoice and pictures from the contractor who performed the correctionsPictures and invoice are attachedI feel that I an due a refundI included picture #in which you all changed piping to one pipe causing an infusion of carbon gasesAlso, you need to review your own pictures
Regards,*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: these issues were originally submitted to *** * news(overcharged payment for the first service call, and the rudeness of VITO customer service)These last two issues were not resolved by *** news.Regards,
*** ***

Received *** ***'s response from yesterday.I called *** *** yesterday evening around 6pm to discuss the situation After explaining that we did not install the current flu she became very upset and hung up on me I attempted to call her back but she answered and hung up again We are more than happy to assist but the issue she is having with the water heater has to do with the new configuration of the flu piping that James Vito, Inchad NOTHING to do with We provided and installed the water heater in January We also supplied and installed a new boiler in December it is our understanding that *** *** had an issue with her chimney and contacted a chimney company That company had to replace the liner in the chimney and in doing so removed our flu piping and installed new This new installation is what ** *** saw yesterday The water heater properly functioned from January till the time the chimney company made changes. Just in case, I have attached (again) a document showing our flu installation installed January by James Vito, Incand then the current flu piping most likely installed by the chimney company BUT definitely NOT James Vito, Inc Should also be noted that when we installed the boiler in December we used the existing flu piping which was to code and perfectly fine When looking at the January picture the lower flu pipe is for the boiler and the upper flu pipe is for the water heater.Please let me know if we can provide anything else.Regards,Jim Vito***

We are in receipt of *** ***'s complaint Below was our response to *** *** with *** It was my understanding that we had resolved the issue to her satisfaction Why she is now bringing her claim to Revdex.com is a bit strange.Please let us know if there is anything else you
need regarding the matter Regards,Jim Vito***From: James *Vito Sent: Tuesday, March 21, 11:AM To: '*** *** (***)' Cc: *** R*** (***@VitoServices.com); Yda M*** (***@VitoServices.com) Subject: RE: *** - *** ***, good morning.Ok spent some this morning reviewing this job with ***. Apologize for the delay, I thought someone from our office had reached out. Thank you for circling back. We take these matters very seriously. In fact, our entire “Flat Rate” pricing is structured to avoid these types of situations. It is requirement for our technicians to present the price of each job upfront prior to work being performed. This allows the Customer the opportunity to (1) fully understand the scope and costs of the job beforehand and (2) gives the Customer the option of getting another price should they not feel comfortable. This process significantly reduces pricing concerns, which is why most residentially focused companies offer flat rate pricing today.The issue we encountered with *** *** was the result of a defective part. We do not manufacturer parts and as a result cannot offer warranties outside of what the manufacturer offer. We do offer a (1) year labor warranty on workmanship which is entirely different because we in fact control the labor, unlike the part. This is not to say that manufacturer’s do not offer warranties. When you purchase a new HVAC system the manufacturer will typically offer a or year warranty but the warranty only covers the parts and NOT the labor to diagnose the defective part or the labor to replace the defective part. Furthermore, we encourage our team to (1) explain this to Customers and (2) offer extended warranties that will include labor and or extend the manufacturer warranty. These are purchased through 3rd party networks. This is an example of a new system. This does not apply to electrical components that are smaller / less expensive items. Manufacturer’s do not typically provide any warranty for these parts.The other unfortunate event with this job was that the second call took place after hours. This is what generated the $charge. There would have been no way for our call center to determine that the issue had to do with a defective part. Technician was sent out to make repair and then determined that the part had failed. In fact, the technician indicated on ticket “check system found bad ignitor and replace parts warranty.” This indicates to me that the technician had intended to warranty the defective part What is strange is that *** *** signed the ticket and paid $for the service call. Should also note that the first ticket was also signed and paid for as well, both attached.With all that said, the question is whether or not we should reimburse the $for the second visit. Although not contractually obligated to do so but given how events transpired it would have been reasonable to reimburse *** *** the $165. Not every situation is the same and needs to reviewed individually I did confirm that we did offer half of the $165, which *** *** declined. In retrospect we should have simply issued the $credit. We can certainly issue the credit but wanted to make sure all the facts were laid out. I have attached both worth tickets (each signed and paid for) and a copy of our terms and conditions (Warranties Section) for your convenience.Hopefully this helps explain the situation. Please let us know your thoughts so we can finalize.Thanks again for reaching out.Jim Vito

From: ***, ** *** Date: Mon, Aug 17, at 11:AMSubject: ID: *** - *** - *** *** *** ***, Fairfax, VA ***To: *** *** (***@myRevdex.com.org)" Cc: "***@myRevdex.com.org" , "*** *** (***@myRevdex.com.org)" , "***@myRevdex.com.org" Dear *** ***: This is FYI This matter has been resolved and you may close this case You may want to read the last paragraph! Thanks again for your help I know you personally got to know of this case recently. *** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: ***I am rejecting this response because:
I have updated information concerning this complaintI have had the hot water heater replaced for the following reasons: Vito company accepted the job and refigured our pipesThey installed one pipe for both the furnace and the hot water heaterIn addition, they should have evaluated the piping situation and informed us about the furnace and heaterThey installed a furnace that was incompatible to the hot water heaterWhen they installed the hot water heater a year ago they refigure the pipingI am asking for a refund of $They made errors on both services, one the hot water heater, piping was changedThe furnace was not compatible to the hot water heaterPlease find the invoice and pictures from the contractor who performed the correctionsPictures and invoice are attachedI feel that I an due a refundI included picture #in which you all changed piping to one pipe causing an infusion of carbon gasesAlso, you need to review your own pictures
Regards,*** ***

Thank you for notifying us of the complaint filed by *** ***.We have reviewed our records and determined that the issue with the water heater we (James Vito, Inc.) installed in January is a direct result of the recent changes that were made to their flu by the chimney company contracted to
replace the chimney liner The water heater had been working properly since January without issue The issue occurred when the flu was improperly re-configured by chimney company We in fact, sent a technician there last week to re-light the pilot and clean the filters We charged a nominal service fee of $and explained the situation Unfortunately, the pilot went out again over the weekend Our dispatcher Tracey D*** spoke to *** *** on Sunday and tried to explain that there would be a charge for us to come and properly fix *** *** was very upset and demanded that a manager call her to further discuss.I called *** *** today 2/29/at 2:pm and spoke to her son I left a message and my direct dial requesting a call back.In addition, we took a picture of the flu piping after our install in January which is attached *** *** also forwarded us a picture with her email to us which is also attached You can clearly see that the new configuration is substantially different then ours We believe the new configuration of flu's moving to one flu vent is causing the pilot of the water heater to malfunction and go out.We are more than happy to further discuss and will await a call back from *** *** We will propose to come out and correct but will require payment for services Not sure this will be acceptable but will keep you posted My direct contact is ###-###-#### should you need to call me directly.Regards,Jim Vito

Received *** ***'s response from yesterday.I called *** *** yesterday evening around 6pm to discuss the situation After explaining that we did not install the current flu she became very upset and hung up on me I attempted to call her back but she answered and hung up again We are more than happy to assist but the issue she is having with the water heater has to do with the new configuration of the flu piping that James Vito, Inchad NOTHING to do with We provided and installed the water heater in January We also supplied and installed a new boiler in December it is our understanding that *** *** had an issue with her chimney and contacted a chimney company That company had to replace the liner in the chimney and in doing so removed our flu piping and installed new This new installation is what ** *** saw yesterday The water heater properly functioned from January till the time the chimney company made changes. Just in case, I have attached (again) a document showing our flu installation installed January by James Vito, Incand then the current flu piping most likely installed by the chimney company BUT definitely NOT James Vito, Inc Should also be noted that when we installed the boiler in December we used the existing flu piping which was to code and perfectly fine When looking at the January picture the lower flu pipe is for the boiler and the upper flu pipe is for the water heater.Please let me know if we can provide anything else.Regards,Jim Vito***

Thank you for notifying us regarding *** ***'s complaint.We are quite familiar with this job and have have many conversations (calls and emails) with *** *** Below is the last email received from *** *** on Wednesdday.*** *** is requesting that we credit him back the difference of
$and $dollars for our diagnosis fee plus "additional fuel l surcharges related to that visit." Not an issue, however, our costs for this job are $ The Technician while there charged and collected $ Not sure why we would credit *** *** based on what transpired We paid our technician for hours AND our office staff made numerous calls to *** ***, Managers and Manufacturer in order to satisfy *** ***'s request.On July 30, *** *** called stating that he smelled gas from a water heater we installed and would like someone to come out and take a look We sent a Technician same day Technician did not smell gas but using detector discovered there was a very small trace of gas Technician spoke to Customer, Dispatcher and Manager and it was determined that as a precaution we should call the manufacturer and request (under warranty) a new gas valve Technician then explained to Customer and collected 50% of the flat rate price which was $ The other 50% was going to be collected when completed The part was covered by the Manufacture and this was for the labor to install.*** *** was insistent that we schedule the job prior to him heading out of town In fact, there were numerous emails and calls to our dispatcher (*** D***) about this After we confirmed schedule, *** *** called *** and informed her that he was cancelling because he was going to call *** *** to come out and take look Ironically, we had suggested that he call *** *** before we ordered the part *** *** came out and determined everything was fine and the part was not needed, which was ordered and delivered to his house *** *** then emailed us demanding a refund.*** *** is claiming our technician was only there for minutes, which is simply not true All of our vehicles have GPS and that vehicle per the records shows the vehicle was there on 07-30-from 8:am to 10:19am This does not include the travel to the home nor the time spent making calls and coordinating *** *** called us for what initially seemed like a potential gas leak We immediately responded and did everything possible to resolve only to find out that there was really no issue Had it been determined that the leak was a direct result of our work we would without hesitation take care of it at no charge Given what actually occurred and the fact that James Vito, Incincurred costs of $in an effort to assist *** ***, we are finding it difficult to simply process a credit.If there is anything further you need please feel free to contact me directly at ###-###-####.Regards,Jim V*** From: *** ** *** [mailto:***.***@***.com]
Sent: Wednesday, August 05, 8:AM
To: James GVito
Cc: *** ***; *** ***
Subject: RE: Refund Request
Importance: HighDear MrV***:Like a good customer, I gave you
the time to post the credit. You have not posted the credit. I
would request you to please post the credit for $immediately for the
charge you have posted for the work that was not performed. Again, to recap, this was the 50% advance you
have taken toward the installation of the replacement part. As your
colleague, MsD*** will tell you, I sent an e-mail the very same day, after
your plumber finished his diagnosis job, and cancelled the appointment for the
installation job.Also, as I have stated to you
many times, I am prepared to pay the charges toward the work performed,
i.e., the PROBLEM DIAGNOSIS CHARGE, which is $48.00. I have also
VOLUNATARILY agreed to pay the additional fuel surcharge related to that visit
or the regular service charge for sending a plumber. Please note that
there was no work performed inside the house. As I have stated in my
e-mail below, your plumber was inside the house for less than minutes.
You know very well just for holding the gas leak detector and walking around
the water heater for minutes, the labor cost is not this high. Your
plumber just sat in his truck and was talking in Spanish to someone for more
than minutes when I had to go out and ask him what he was doing. He
spent minutes talking to someone other than the parts people at *** and
another minutes ordering the part. I have been able to reach Rheem’s parts
people within minutes every time I have called them. I know in the past
you have quoted a flat service charge for sending the plumber and another
charge for the work performed. I am prepared to pay the service charge
for sending the plumber PLUS the diagnosis charge (for the work
performed). However, the
appropriate charges should be FAIR and ACCURATE. I know for sure and you know well that the
flat service charge for sending out a plumber to check out the problem is NOT $198.50.
So, please send me a NEW invoice with the FAIR and ACCURATE charges. I
will review the new charges and authorize it and then you can charge it to my
credit card. I would first like to receive the new invoice via e-mail
with the new charges for the work performed. I am referring to the
$charge plus the visit surcharge. But, please first post the
credit for $immediately. I do NOT want to mix up the two
transactions. The $was clearly stated to me as the 50% advance
for the installation of the replacement part and this job was cancelled and not
performed. So, please post the credit for $immediately.
Thanks for your help.
*** ***

Thank you for notifying us of the complaint filed by *** ***.We have reviewed our records and determined that the issue with the water heater we (James Vito, Inc.) installed in January is a direct result of the recent changes that were made to their flu by the chimney company contracted to
replace the chimney liner? The water heater had been working properly since January without issue? The issue occurred when the flu was improperly re-configured by chimney company? We in fact, sent a technician there last week to re-light the pilot and clean the filters? We charged a nominal service fee of $and explained the situation? Unfortunately, the pilot went out again over the weekend? Our dispatcher Tracey D*** spoke to *** *** on Sunday and tried to explain that there would be a charge for us to come and properly fix? *** *** was very upset and demanded that a manager call her to further discuss.I called *** *** today 2/29/at 2:pm and spoke to her son? I left a message and my direct dial requesting a call back.In addition, we took a picture of the flu piping after our install in January which is attached? *** *** also forwarded us a picture with her email to us which is also attached? You can clearly see that the new configuration is substantially different then ours? We believe the new configuration of flu's moving to one flu vent is causing the pilot of the water heater to malfunction and go out.We are more than happy to further discuss and will await a call back from *** ***? We will propose to come out and correct but will require payment for services? Not sure this will be acceptable but will keep you posted? My direct contact is ###-###-#### should you need to call me directly.Regards,Jim Vito

Good morning.I personally spoke with [redacted] yesterday (June 25, 2015) regarding his concerns.  We have a very nice conversation and have agreed to credit him $500 for his landscaping.  [redacted]'s issue was not with the work performed but with the back filling once completed.  [redacted]...

[redacted] was very complimentary of the team that performed the job, which is always nice to hear.  The job commenced in February and the ground was very cold with lots of snow.  We did the best we could backfilling after the job completed and actually returned on April 7th  (almost a month after completion) with (2) two technicians.  They spent 3 hours (6 hours total) leveling out the area and placing straw and seed.  A few weeks later [redacted] called in requesting additional work on the yard.  Since we are not professional landscapers we contacted a landscaping company to perform the work.  In essence, we were attempting to subcontract this out at our expense.  Unfortunately, the landscaping company scheduled on 3 separate occasions.  Last Saturday, June 20th was the 3rd appointment in which he did not post.  [redacted] frustrated wrote complaint to Revdex.com and then called our office to report the missed appointment.  We attempted to reschedule but [redacted] had already taken care the off the issue and requested $1,000 credit.  As of yesterday, June 25, 2015 we mutually agreed that a $500 would be issued to [redacted].  We are processing the credit today, June 26, 2015 and [redacted] should receive early next week.Thank you for allowing us to properly respond and glad we were able to resolve amicably.  Should there be anything else regarding this matter please do not hesitate to let me know.Regards,Jim Vito[redacted]

We are in receipt of [redacted]'s complaint.  Below was our response to [redacted] with [redacted].  It was my understanding that we had resolved the issue to her satisfaction.  Why she is now bringing her claim to Revdex.com is a bit strange.Please let us know if there is anything else you...

need regarding the matter.  Regards,Jim Vito[redacted]From: James *. Vito  Sent: Tuesday, March 21, 2017 11:01 AM To: '[redacted])' Cc: [redacted]@VitoServices.com); Yda M[redacted]@VitoServices.com) Subject: RE: [redacted] - [redacted], good morning.Ok spent some this morning reviewing this job with [redacted]. Apologize for the delay, I thought someone from our office had reached out.  Thank you for circling back.  We take these matters very seriously.  In fact, our entire “Flat Rate” pricing is structured to avoid these types of situations.  It is requirement for our technicians to present the price of each job upfront prior to work being performed.  This allows the Customer the opportunity to (1) fully understand the scope and costs of the job beforehand and (2) gives the Customer the option of getting another price should they not feel comfortable.  This process significantly reduces pricing concerns, which is why most residentially focused companies offer flat rate pricing today.The issue we encountered with [redacted] was the result of a defective part.  We do not manufacturer parts and as a result cannot offer warranties outside of what the manufacturer offer.  We do offer a (1) year labor warranty on workmanship which is entirely different because we in fact control the labor, unlike the part.   This is not to say that manufacturer’s do not offer warranties.  When you purchase a new HVAC system the manufacturer will typically offer a 5 or 10 year warranty but the warranty only covers the parts and NOT the labor to diagnose the defective part or the labor to replace the defective part.  Furthermore, we encourage our team to (1) explain this to Customers and (2) offer extended warranties that will include labor and or extend the manufacturer warranty.  These are purchased through 3rd party networks.  This is an example of a new system.  This does not apply to electrical components that are smaller / less expensive items.  Manufacturer’s do not typically provide any warranty for these parts.The other unfortunate event with this job was that the second call took place after hours.  This is what generated the $165 charge.  There would have been no way for our call center to determine that the issue had to do with a defective part.  Technician was sent out to make repair and then determined that the part had failed.  In fact, the technician indicated on ticket “check system found bad ignitor and replace parts warranty.”  This indicates to me that the technician had intended to warranty the defective part.  What is strange is that [redacted] signed the ticket and paid $165 for the service call.  Should also note that the first ticket was also signed and paid for as well, both attached.With all that said, the question is whether or not we should reimburse the $165 for the second visit.  Although not contractually obligated to do so but given how events transpired it would have been reasonable to reimburse [redacted] the $165.  Not every situation is the same and needs to reviewed individually.  I did confirm that we did offer half of the $165, which [redacted] declined.  In retrospect we should have simply issued the $165 credit.  We can certainly issue the credit but wanted to make sure all the facts were laid out.  I have attached both worth tickets (each signed and paid for) and a copy of our terms and conditions (Warranties Section) for your convenience.Hopefully this helps explain the situation.  Please let us know your thoughts so we can finalize.Thanks again for reaching out.Jim Vito