We are in receipt of [redacted] 's complaint? Below was our response to [redacted] 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 [redacted] From: James *Vito? Sent: Tuesday, March 21, 11:AM To: ' [redacted] ( [redacted] )' Cc: [redacted] R [redacted] ( [redacted] @VitoServices.com); Yda M [redacted] ( [redacted] @VitoServices.com) Subject: RE: ***? - [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 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 [redacted] 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 [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 $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
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 $for his landscaping [redacted] ***'s issue was not with the work performed but with the back filling once completed *** [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 hours (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 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,credit As of yesterday, June 25, we mutually agreed that a $would be issued to [redacted] *** We are processing the credit today, June 26, 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]
Thank you for notifying us of the complaint filed by [redacted] ***.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 [redacted] spoke to [redacted] on Sunday and tried to explain that there would be a charge for us to come and properly fix? [redacted] was very upset and demanded that a manager call her to further discuss.I called [redacted] 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? [redacted] 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 [redacted] ***? 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
We are in receipt of [redacted] 's complaint Below was our response to [redacted] 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 [redacted] From: James *Vito Sent: Tuesday, March 21, 11:AM To: ' [redacted] ( [redacted] )' Cc: [redacted] R [redacted] ( [redacted] @VitoServices.com); Yda M [redacted] ( [redacted] @VitoServices.com) Subject: RE: *** - [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 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 [redacted] 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 [redacted] the $ 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 $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
We are in receipt of [redacted] 's complaint? Below was our response to [redacted] 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 [redacted] From: James *Vito? Sent: Tuesday, March 21, 11:AM To: ' [redacted] ( [redacted] )' Cc: [redacted] R [redacted] ( [redacted] @VitoServices.com); Yda M [redacted] ( [redacted] @VitoServices.com) Subject: RE: ***? - [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 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 [redacted] 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 [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 $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
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 $for his landscaping [redacted] ***'s issue was not with the work performed but with the back filling once completed *** [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 hours (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 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,credit As of yesterday, June 25, we mutually agreed that a $would be issued to [redacted] *** We are processing the credit today, June 26, 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]
Thank you for notifying us of the complaint filed by [redacted] ***.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 [redacted] spoke to [redacted] on Sunday and tried to explain that there would be a charge for us to come and properly fix? [redacted] was very upset and demanded that a manager call her to further discuss.I called [redacted] 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? [redacted] 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 [redacted] ***? 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
We are in receipt of [redacted] 's complaint Below was our response to [redacted] 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 [redacted] From: James *Vito Sent: Tuesday, March 21, 11:AM To: ' [redacted] ( [redacted] )' Cc: [redacted] R [redacted] ( [redacted] @VitoServices.com); Yda M [redacted] ( [redacted] @VitoServices.com) Subject: RE: *** - [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 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 [redacted] 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 [redacted] the $ 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 $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