Croy Communications

In regards to [redacted] ***'s complaint - I would like to note that this is an active investigation and it has not yet been determined as to who is responsible for fixing Ms ***'s air conditioner We have been in contact with [redacted] and [redacted] - the air conditioning company who has been contracted to fix [redacted] ***'s air conditioner Ms [redacted] and [redacted] have been quick to blame our company Croy Communcations for the problem with Ms***s air conditioner however both Ms [redacted] and [redacted] have been slow to provide any information regarding the problem We called [redacted] numerous times and they finally faxed a copy of an invoice for $but it was not legible and [redacted] had to call to ask what it said When [redacted] asked [redacted] for a copy of the written estimate for work that needs to be completed they stated they didn't have a written estimate On Nov 11th when I talked to Ms [redacted] she stated she had purchased a Home Warranty for the property which would cover the damages to her air conditionerShe also stated that she had pictures of the damages I asked her to e-mail me the pictures and her insurance agents information so that we can meet with him on site She sent me an e-mail stating that we damaged her air conditioner and that she had all the proof she needs but there were no pictures with the e-mail and no information for her insurance agent I replied to her e-mail on November 11th and asked that she provide the information - but she has not responded to our e-mail We have tried to work with Ms [redacted] towards a solution to her problem and we will continue to work with the parties involved towards a resolution In response to Ms ***'s complaint that our installer was rude, [redacted] says he was not rude however he was frustrated that he had to wait around while she searched for the power supply to her modem - which she didn't find until after he had provided a new one Also the customer's computer was in a box in pieces and she expected [redacted] to set up her computer for her She was not happy when he informed her that putting together her computer was not included with the installation Lastly, Ms***'s complaint also stated that the installer "didn't run the cable properly, just taking the easiest and fastest way to get the job done." Since Ms [redacted] is not a [redacted] certified installer she is not qualified to make that determination [redacted] did a site survey when he arrived and went over everything with the customer prior to starting the installation so if she had a concern she should have addressed before the installation was started

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowI requested [redacted] to reinstall their satellite dish at my new address; [redacted] *** [redacted] contracted Croy Communications to do the installation of their satellite dishCroy Communications sent installer "***" to do the installation of [redacted] dishThe Dish was installed on 10/06/Soon after the installations of [redacted] dish, my air conditioner stopped workingOn 10/09/I called [redacted] to service my air conditioner (###-###-####) and they sent technician [redacted] to service my air conditionerMr [redacted] found that the problem was created by "***" who was sent by Croy Communications [redacted] had grounded the [redacted] satellite dish to the air conditioner, causing it short out and setting fire to the air conditionerOne part of the Air Conditioner had to be replaced immediately and the other parts needed to be replaced are on back orderThe technician said the other parts have to be replaced and will not last very long because of the damageThe cost so far will be approximately $or moreRegards, [redacted] ***

Dec 11, 2014Attached are copies of the e-mails I sent directly to Revdex.com *** *** *** on December 1st and December 9th.Ms*** has yet to provide any proof that damage to her air conditioner was caused by our company - even though we have asked her numerous times. Her A/C company says it was our fault and yet the independent company we hired says it was not our fault. The picture of the ground wire submitted by Ms*** and the one taken by *** *** both show there is no damage to the Hughes ground wire. If that wire caused her A/C to catch on fire then our wire would also be burnt - which it is not! We feel we have done our best to communicate and resolve this issue with this customer.Regards,*** * *** ***Croy CommunicationsThis is in response to *** ***'s rebuttal to our December 1st e-mail to you (copy attached).Ms.*** enclosed pictures showing the faulty parts of her air conditioner and the copy of our ground wire. While her pictures show a burned part on her A/C they also show that our ground wire is not burned - clearly proving that our wire did not cause any damages to her A/C If our ground wire had caused the A/C to burn it would also have caused damages to the ***As of December 8th our records show her *** is working fine and she is using data.When *** called Ms*** on November 26th and told her the findings by *** *** show that we are not responsible for the damages to her air conditioner - he also told her if she could provide proof that the damages were done by our company that we would gladly take care of it. But the pictures Ms*** submitted do not provide any proof of the cause. Lastly, Ms*** already stated that she has a home warranty that is going to cover the damages. As far as we are concerned, we have done everything possible to address Ms***'s complaint but we are not going to pay for something that is clearly not our fault.Regards,*** * *** ***Croy Communications, LLCOffice ###-###-####Fax ###-###-####E-mail *** ----- Forwarded Message ----- From: *** * *** *** To: *** *** *** Cc: *** *** Sent: Monday, December 1, 9:AM Subject: Revdex.com Complaint Number *** *** ***RE: Revdex.com Complaint Number *** *** ***We hired an independent air conditioning company to look at the customers roof and air conditionerPer *** *** site survey on November 24th, we are not responsible for damages to the customers air conditioner. *** *** said that if our wiring caused the air conditioner to catch on fire it would have burned our ground wire and the photo showed the *** ground wire is not burned in any way The contractor who was there working on the customers home told *** *** that the customer also had some electrical problems in the garage. *** *** also noted that the air conditioner appeared fairly new but there were older parts on it.*** called the customer on November 26th and informed her of *** ***'s findings. He also told her what *** *** said about older parts being on the air conditioner. She called back and said *** *** said they put used parts on her A/C while the new parts are being ordered.We have attached the following: *** *** Invoice and site survey *** *** picture of customers roofWe are also forwarding this information to the customer directly via her e-mail.Please let us know if you need additional information.*** * *** ***Croy Communications, LLCOffice ###-###-####Fax ###-###-####E-mail ***@***.com ----- Forwarded Message ----- From: "***@***.com" To: ***@***.com Sent: Tuesday, November 25, 9:AM Subject: AttachmentsView allDownload all Download

In regards to [redacted]'s complaint - I would like to note that this is an active investigation and it has not yet been determined as to who is responsible for fixing Ms [redacted]'s air conditioner.
We have been in contact with [redacted] and [redacted] - the air conditioning company...

who has been contracted to fix [redacted]'s air conditioner.  Ms. [redacted] and [redacted] have been quick to blame our company Croy Communcations for the problem with Ms. [redacted]s air conditioner however both Ms. [redacted] and [redacted] have been slow to provide any information regarding the problem.  We called [redacted] numerous times and they finally faxed a copy of an invoice for $65 but it was not legible and [redacted] had to call to ask what it said.  When [redacted] asked [redacted] for a copy of the written estimate for work that needs to be completed they stated they didn't have a written estimate.   On Nov 11th when I talked to Ms. [redacted] she stated she had purchased a Home Warranty for the property which would cover the damages to her air conditioner. She also stated that she had pictures of the damages.  I asked her to e-mail me the pictures and her insurance agents information so that we can meet with him on site.   She sent me an e-mail stating that we damaged her air conditioner and that she had all the proof she needs but there were no pictures with the e-mail and no information for her insurance agent   I replied to her e-mail on November 11th and asked that she provide the information - but she has not responded to our e-mail.    We have tried to work with Ms. [redacted] towards a solution to her problem and we will continue to work with the parties involved towards a resolution.
   
In response to Ms [redacted]'s complaint that our installer was rude, [redacted] says he was not rude however he was frustrated that he had to wait around while she searched for the power supply to her modem - which she didn't find until after he had provided a new one.  Also the customer's computer was in a box in pieces and she expected [redacted] to set up her computer for her.  She was not happy when he informed her that putting together her computer was not included with the installation.  
Lastly, Ms. [redacted]'s complaint also stated that the installer "didn't run the cable properly, just taking the easiest and fastest way to get the job done."   Since Ms. [redacted] is not a [redacted] certified installer she is not qualified to make that determination. [redacted] did a site survey when he arrived and went over everything with the customer prior to starting the installation so if she had a concern she should have addressed before the installation was started.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I requested [redacted] to reinstall their satellite dish at my new address; [redacted] contracted Croy Communications to do the installation of their satellite dish. Croy Communications sent installer "[redacted]" to do the installation of [redacted] dish. The Dish was installed on 10/06/14. Soon after the installations of [redacted] dish, my air conditioner stopped working. On 10/09/14 I called [redacted] to service my air conditioner (###-###-####) and they sent technician [redacted] to service my air conditioner. Mr. [redacted] found that the problem was created by "[redacted]" who was sent by Croy Communications. [redacted] had grounded the [redacted] satellite dish to the air conditioner, causing it short out and setting fire to the air conditioner. One part of the Air Conditioner had to be replaced immediately and the other parts needed to be replaced are on back order. The technician said the other parts have to be replaced and will not last very long because of the damage. The cost so far will be approximately $475.00 or more.
Regards,[redacted]

In regards to [redacted]'s complaint - I would like to note that this is an active investigation and it has not yet been determined as to who is responsible for fixing Ms [redacted]'s air conditioner.

We have been in contact with [redacted] and [redacted] - the air conditioning company...

who has been contracted to fix [redacted]'s air conditioner.  Ms. [redacted] and [redacted] have been quick to blame our company Croy Communcations for the problem with Ms. [redacted]s air conditioner however both Ms. [redacted] and [redacted] have been slow to provide any information regarding the problem.  We called [redacted] numerous times and they finally faxed a copy of an invoice for $65 but it was not legible and [redacted] had to call to ask what it said.  When [redacted] asked [redacted] for a copy of the written estimate for work that needs to be completed they stated they didn't have a written estimate.   On Nov 11th when I talked to Ms. [redacted] she stated she had purchased a Home Warranty for the property which would cover the damages to her air conditioner. She also stated that she had pictures of the damages.  I asked her to e-mail me the pictures and her insurance agents information so that we can meet with him on site.   She sent me an e-mail stating that we damaged her air conditioner and that she had all the proof she needs but there were no pictures with the e-mail and no information for her insurance agent   I replied to her e-mail on November 11th and asked that she provide the information - but she has not responded to our e-mail.    We have tried to work with Ms. [redacted] towards a solution to her problem and we will continue to work with the parties involved towards a resolution.

   

In response to Ms [redacted]'s complaint that our installer was rude, [redacted] says he was not rude however he was frustrated that he had to wait around while she searched for the power supply to her modem - which she didn't find until after he had provided a new one.  Also the customer's computer was in a box in pieces and she expected [redacted] to set up her computer for her.  She was not happy when he informed her that putting together her computer was not included with the installation.  

Lastly, Ms. [redacted]'s complaint also stated that the installer "didn't run the cable properly, just taking the easiest and fastest way to get the job done."   Since Ms. [redacted] is not a [redacted] certified installer she is not qualified to make that determination. [redacted] did a site survey when he arrived and went over everything with the customer prior to starting the installation so if she had a concern she should have addressed before the installation was started.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I requested [redacted] to reinstall their satellite dish at my new address; [redacted] contracted Croy Communications to do the installation of their satellite dish. Croy Communications sent installer "[redacted]" to do the installation of [redacted] dish. The Dish was installed on 10/06/14. Soon after the installations of [redacted] dish, my air conditioner stopped working. On 10/09/14 I called [redacted] to service my air conditioner (###-###-####) and they sent technician [redacted] to service my air conditioner. Mr. [redacted] found that the problem was created by "[redacted]" who was sent by Croy Communications. [redacted] had grounded the [redacted] satellite dish to the air conditioner, causing it short out and setting fire to the air conditioner. One part of the Air Conditioner had to be replaced immediately and the other parts needed to be replaced are on back order. The technician said the other parts have to be replaced and will not last very long because of the damage. The cost so far will be approximately $475.00 or more.
Regards,[redacted]

Dec 11, 2014Attached are copies of the e-mails I sent directly to Revdex.com [redacted] on December 1st and December 9th.Ms. [redacted] has yet to provide any proof that damage to her air conditioner was caused by our company - even though we have asked her numerous times.  Her A/C company says it was our fault and yet the independent company we hired says it was not our fault.  The picture of the ground wire submitted by Ms. [redacted] and the one taken by [redacted] both show there is no damage to the Hughes ground wire.  If that wire caused her A/C to catch on fire then our wire would also be burnt - which it is not!  We feel we have done our best to communicate and resolve this issue with this customer.Regards,[redacted]Croy CommunicationsThis is in response to [redacted]'s rebuttal to our December 1st e-mail to you (copy attached).Ms.[redacted] enclosed pictures showing the faulty parts of her air conditioner and the copy of our ground wire.  While her pictures show a burned part on her A/C they also show that our ground wire is not burned - clearly  proving that our wire did not cause any damages to her A/C.   If our  ground wire had caused the A/C to burn it would also have caused damages to the [redacted]. As of December 8th our records show her [redacted] is working fine and she is using data.When [redacted] called Ms. [redacted] on November 26th and told her the findings by [redacted] show that we are not responsible for the damages to her air conditioner - he also told her if she could provide proof that the damages were done by our company that we would gladly take care of it.  But the pictures Ms. [redacted] submitted do not provide any proof of the cause.  Lastly, Ms. [redacted] already stated that she has a home warranty that is going to cover the damages. As far as we are concerned, we have done everything possible to address Ms. [redacted]'s complaint but we are not going to pay for something that is clearly not our fault.Regards,[redacted]Croy Communications, LLCOffice ###-###-####Fax ###-###-####E-mail [redacted] ----- Forwarded Message ----- From: [redacted] <[redacted].com> To: [redacted] <[redacted].org> Cc: [redacted] <[redacted].com> Sent: Monday, December 1, 2014 9:34 AM Subject: Revdex.com Complaint Number [redacted]RE:  Revdex.com Complaint Number [redacted]        [redacted]We hired an independent air conditioning company to look at the customers roof and air conditioner. Per [redacted] site survey on November 24th, we are not responsible for damages to the customers air conditioner.  [redacted] said that if our wiring caused the air conditioner to catch on fire it would have burned our ground wire and the photo showed the [redacted] ground wire is not burned in any way.    The contractor who was there working on the customers home told [redacted] that the customer also had some electrical problems in the garage.  [redacted] also noted that the air conditioner appeared fairly new but there were older parts on it.[redacted] called the customer on November 26th and informed her of [redacted]'s findings.  He also told her what [redacted] said about older parts being on the air conditioner.  She called back and said [redacted] said they put used parts on her A/C while the new parts are being ordered.We have attached the following:                [redacted] Invoice and site survey                            [redacted] picture of customers roofWe are also forwarding this information to the customer directly via her e-mail.Please let us know if you need additional information.[redacted]Croy Communications, LLCOffice ###-###-####Fax ###-###-####E-mail [redacted].com  ----- Forwarded Message ----- From: "[redacted].com" <[redacted].com> To: [redacted].com Sent: Tuesday, November 25, 2014 9:51 AM Subject: 2 AttachmentsView allDownload all Download