Creations By You Fine Jewelers

We are sorry that [redacted] is unhappy with the service we have provided. As with most HVAC companies the hot summer months are a busy time for our technicians. We always try to keep appointment times but often the technicians will run into unexpected issues on calls runs. We... don't always know what kind of problem we will encounter. I have researced the contract files for [redacted] and have attached a copy of his most recent contract that covered the period of August 26, 2014 through August 25, 2015. The annual price for the Silver contract that [redacted] has is $220. [redacted] received a senior citizen discount making the cost of his contract, and the amount he paid $198. [redacted] paid the $198 via a personal check number 540.Although McCrea does not like to lose a customer we will be happy to refund this customer $99 which is half of his contract price, as requested.

McCrea has attempted to find the thermocouple but due to the fireplace being out of production, we are unable to get the part. We attempted to contact the customer on January 19th, 22nd and 26th, leaving messages each time, but have not received a return call.  We would like to send a...

technician out to the home to see if we can retrofit a universal part.  Please have the customer contact our Service Manager, Ray W[redacted], at ###-###-####.

Response
to complaint #[redacted]
 
[redacted] contracted McCrea to install a new hot water heater on March 7, 2015.  McCrea replaced the hot water heater with a
unit of the same capacity.  New
governmental guidelines has set new standards on the hot water...

heaters and that
has changed the physical dimensions and made these units bigger in size.
 
Mrs.
Field had a service contract that expired on December 11, 2014.  This customer requested a new contract in
August and we sent a technician out to her home located at [redacted], Bowie, MD  [redacted].  This technician discovered that the access to
the AC unit was extremely limited due to the larger physical dimensions of the
hot water heater.  He was unable to offer
a service contract due to the fact that if any major parts ever needed to be
replaced or repaired we would be unable to access them to do so.
 
The
next day our General Manager, Todd G[redacted] reviewed the customer’s history and attempted
to contact [redacted]s and make an appointment for himself and the Service Manager
to visit the customer’s home and see what option they had to make the unit more
accessible given the limited space in the mechanical closet.  Mr. G[redacted] never received a return call.
 
On
August 18th (the same day the Revdex.com complaint was filed) [redacted]
called our office but didn’t know who she was returning a call too.  She left a message for someone to call her
back.  Again the GM and the SM attempted
to make contact with [redacted]’s and the calls and messages were never
returned.
 
McCrea
feels that we should be given a chance to help [redacted]’s come to a resolution
to the access problem, making it easier on the home owner and future
technicians that will service both her AC unit and her hot water heater.  We are sure we can resolve the issues and be
able to offer service contracts on both her AC unit and her hot water heater.

We are sorry that [redacted] is unhappy with the service we have provided.  As with most HVAC companies the hot summer months are a busy time for our technicians.  We always try to keep appointment times but often the technicians will run into unexpected issues on calls runs.  We...

don't always know what kind of problem we will encounter.  I have researced the contract files for [redacted] and have attached a copy of his most recent contract that covered the period of August 26, 2014 through August 25, 2015.  The annual price for the Silver contract that [redacted] has is $220.  [redacted] received a senior citizen discount making the cost of his contract, and the amount he paid $198.  [redacted] paid the $198 via a personal check number 540.Although McCrea does not like to lose a customer we will be happy to refund this customer $99 which is half of his contract price, as requested.

We are a service company that offers after hours and holiday emergency service. This service has a diagnostic fee, regardless of the outcome of the call.  The customer was notified in advance (per her complaint) of the fee. The customer agreed to pay the fee and we gave a service for the fee....

 We will not refund her $189 for the service we provided.

We made the necessary repairs per the customers request. These repairs were made a a discounted price because [redacted] had agreed with the customer to split the cost of repairs. This equipment is 10 years old and it approaching it's end of life.  As far as the unit being a lemon, that is something we cannot address due to the fact that we do not manufacture this equipment. That complaint would have to be taken up with [redacted].  We only install and repair this product.