Computer Medics of Miami Valley, Inc.

In regards to the complaint issued on 07/27/2015, complaint # *** involving Mr*** *** ***, it is agreed that the response time from our service supervisor and service manager to get the order to have Mr***'s check cut was unintentionally delayed Mr***'s motor was
installed over a year ago, and was just brought to our attention within the past two weeks that the motor in question was still in warranty, and Mr*** should not have been charged for the part when it was installed Last week it was agreed that Mr*** should have a check issued in his name for the balance due The order was never placed with the payables department Mr***'s check has been cut by our company President, and will mail in the post on 07/29/2015.It is company policy for any return calls to be made within hours, and are disappointed that our staff did not adhere to said policy We apologize to Mr*** that he experienced this event, and are using the event for inner-office customer training.Thank you for your time and attention in this matter

We have been diligent to make repairs as necessary each time Ms*** reached out to us with a problem with her system We have provided labor, parts, and on-time services at every turn to ensure her home's comfort Our Service Manager Jeff C*** has tried to reach Ms*** multiple
times since we received this notification to give her contact information for the manufacturer, as the distributor failed to reach out to her Our team continues to up-hold our end of the contract, despite the loss of revenue at every call to her home We wish this matter be resolved as much as Ms***, and will work with her with equal diligence as we always have until this is resolved

This negative review could have been avoided if I had received a phone call or refund sometime in the month of MarchAs Gywns response indicates a refund request had been put through to there companys president March 3rdAs of today, April 7th I still have not received a refundI would think a reasonable person would assume or expect to receive said refund within daysAccording to Gywn my time frame for return calls are incorrectAs they state in the response I was due to get a return call by MrC*** on March 7thI did not receive a call from MrC*** or anyone else from Gywn on the 7th of March as they indicatedFurthermore, I have not received a phone call from anyone at Gywn for the entire month of MarchA detail they failed to reportGywns response to send me a refund of $ is satisfactory
Regards,
*** ***

After conference with all parties involved with speaking to Mr. [redacted] regarding the installation of the hood vent, it is the impression of all that Mr, [redacted] refused our assist[redacted] with a better solution that he himself would volunteer to do, a detail he failed to mention in his complaint. Our...

company always stands behind our services and installations, and would never refuse a customer asking for funds back on services that had not been rendered. In fact, a refund request had already been put through to our company's President when Mr. [redacted] spoke with Mr. C[redacted] on the 3rd, and the time-frame in which Mr. C[redacted] promised a return call was not until Monday, 03/07/2016--he explained to Mr. [redacted] that he would need to speak to Mr. V[redacted] regarding the installation performed, and that Mr. V[redacted] would not be back in the office until Monday the 7th, another detail Mr. [redacted] failed to report. It is the impression of our Gwyn Team that we have done all we could do to leave Mr. [redacted] with a positive impression of our company, and are regretful that we could not come to a resolution that would make him happy.The check has been cut to refund Mr. [redacted] for his yearly mainten[redacted], at a value of $312.62.

I am responding to the message that I received on 8/25/16 which was sent to me when I called to inform you that I was this complaint should not be closed as resolution is still in progress. Also, thank you for resending the response from Gwyn regarding my initial complaint on 8/4/16.  I also able to view this response on the Revdex.com complaint Website but was not able to respond. Below is an update on what has occurred since the complaint was initiated. I would appreciate if you can post this in response to Gwyn response. On 8/9/16, I did receive ONE voicemail from Jeff G[redacted] with Gwyn to give him a call back regarding my complaint. I don't recall receiving multiple calls from him. I waited to give him a call due to having to deal with the issues of having to stay with a relative while the unit was not working properly during very hot temperatures and just hoping that it would get resolved quickly.Between his message and my calling him back (8/10/16 - 8/15/16), I had hoped that the problems with my unit would be fixed but they weren't and still are not. During this time, a technician replaced a part (I think it was the reversing valve) and said that should fix it. He also opened the vents to the crawl space which for some reason were closed. He also installed two window AC units to assist with cooling down the house during the 90 degree or more temperatures.  The unit still didn't seem to cool the house as it should. For example, during the day the temperature was set at 69 degrees but when I returned home at 6/7pm the house temperature would be at 74 or 76 degrees. At night the house would  On 8/15, I called Jeff back and he gave me the name and number of the person to contact with Virginia Air Distributors, Inc in the Greensboro office. Jeff said that someone from his office had spoken to this person who could assist me. When I called the person Jeff told me to call, this person had no idea why I was calling so I had to catch him up to speed.  This person asked to get copies of my extended warranty and wanted proof that I had "labor" included in the warranty. I emailed him a picture of what I had but he still needed more information and asked me to ask for Roger from Gwen to call him with my warranty information. He said he had left a message for Roger who hadn't called him back.  This is getting to be ridiculous having to go back and forth between these two companies while also dealing with a unit that is still not working properly. As of today, 8/27/16, the unit is still not working. The motor blower went completely out on Mon. 8/22. The technician investigated on that evening and told me that the problems seem to stem from too much moisture under my house and that I may need a dehumidifier. I checked with two of my neighbors to see if they were having any issues with too much moisture in their crawl space. I am not sure I need to get this since it has not been a problem with my old unit and I feel that I need to do more research.  While I've been waiting on the parts to be received, I've had to continue to use the two window units since my AC has not been working for the last 5 days. Thankfully, I did not let them remove the units previously when they thought the unit was fixed. While I do appreciate that the technician at Gwyn are working diligently to resolve these issues each time they occur work, I think there are more extensive problems with the unit itself. If there are issues with my crawl space that I need to address then I'd like to be aware so I can have that investigated by someone else.  I would like for York/Virginia Air distributors or a neutral party to review the repair history to the unit to verify that the unit is a new unit and that the initial installation and all repairs were done properly.  If I needed, I'd be willing to get someone to check my crawl space to see if there is truly a moisture problem. If there is too much moisture then I’d like to find out the cause.

Since our previous response, Ms. [redacted]'s equipment failed again, and we dutifully ordered more parts, and installed them on over-time hours, still with no charges to Ms. [redacted].  We had previously provided (2) window unit air conditioners to Ms. [redacted], and she still has them installed in her home.  We will provide a commitment to get an appointment booked with York to evaluate the equipment installation since she has been unsuccessful in getting resolution, and provide Ms. [redacted] a copy of the assessment for her files.  Due to issues of moisture in the crawlspace, we are sure Ms. [redacted] will continue to experience equipment failure.  We did not install used equipment in Ms. [redacted]'s home, and we contend we are working diligently to ensure Ms. [redacted]'s comfort and find resolution to her issues from her home's comfort system.