Dakota Painting

With regards to the ductwork situation, our salesperson did in fact explain to the customer how we would be installing the ductworkHowever, there was a misunderstanding as to how much room the ductwork was going to take upAs a result, our project manager went out to the job site and changed the design of the return ducting for the customer so that they would be able to put their closet organizer back in and it wouldn’t take up any additional room in his closetAt the time of the design change, our salesperson quoted the customer an additional $ charge for the change in the ductwork designIn exchange for the customer taking care of the hole in the sheet rock where the return was already installed we would take off the $ extra charge for the ductwork changesAs far as we knew, the customer was in agreement with all of this and was happy with the resolutionAs far as the gurgling noise goes, we did come out and address this issue for the customer and it has already been resolvedWith regards to the rebate paperwork, we usually submit the rebates on behalf of the customer as a courtesy, which is why we offered to do this for this customer as wellSince the customer declined to have us do this, we were more than happy to provide him with the paperwork he needed from us so that he could submit the rebates on his ownHowever, we have a large amount of customers and as a result it normally takes us approximately to weeks to get the paperwork together and/or rebates submitted for each customer from the time that they pay in full and we have completed the jobAs far as the customer not getting the amount of rebate money that they had initially expected, this is the first that we have been made of aware of this situationThe customer didn’t call us or notify us to let us know what was going on with the rebate moneyWe did not know that there was even an issue until we received this complaint through the Revdex.comUpon receiving the complaint through the Revdex.com, the office manager reached out to the customer that same day and left them a voicemailThe office manager never received a phone call back from the customer, but instead received an email explaining the issue with the rebate moneyAt that point, the office manager handed this over to the owner of the company and he contacted the customer by phone a couple times but never received a phone call backInstead the customer emailed himSince then, the owner has emailed back and forth with the customer a couple times in an attempt to resolve the situationWe would like very much to resolve any concerns or issues the customer has with the installation as well as the rebate moneyHowever, we have had an extremely difficult time getting in contact with the customer to have a conversation about what they would like done to remedy the situationIt would be much quicker and more efficient for the customer to speak with us over the phone so that we can figure out a solution to the issues he has

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
1) Ductwork - The ductwork initially installed was not explained to me before beginning installation If it had been, there could not have been a "misunderstanding" The project manager came out to the job site, which I appreciate, but the solution determined by them was to remove the ductwork from the closet area entirely and put a register over the already installed equipment The $charge, as explained to me by the project manager, would have been for the team to remove the newly installed air handler equipment and then re-install it, raised off the floor, so it would directly connect to the existing air return holes in the walls that were utilized by the previous HVAC system (This is how I was told initially the system would be installed) I declined paying an additional $to have the system installed how I was told it would have been anyways.2) The hole in the wall - The hole still exists There was no discussion of waiving a $fee for me to take care of it on my own as I have explained above what that charge would have been for As I had noted in my initial complaint, the hole was cut through the existing closet organizer, rendering it unusable, and through framing in the actual wall.3) The gurgling noise - This was addressed, but was part of my complaint as it was a result of the initial system not being installed correctly.4) The rebate - I called the office the final day of installation (August 9th, 2016), as the install team was packing up after completing the job and was told I would receive the paperwork within two weeks I filed a complaint as soon as I found out that there was a rebate issue, which was due to equipment with a lower efficiency rating being installed than what was agreed to in the signed contract I did not reach out directly to the company first to address the rebate issue because based on my past experience contacting the company about other issues it likely wouldn't be addressed at all.5) Timing - The complaint was filed with the Revdex.com 11/4/2016, I missed a call from ***, the office manager, at 4:05PM on 11/4/2016, and emailed her back after listening to the voicemail the same day at 8:03PM I emailed as the Company's office hours listed online are 8:30AM - 5:00PM I don't recall ***, the owner, reaching out by phone initially as implied in the response The initial contact from *** as I remember it was by email on 11/18/at 6:45AM requesting a phone number and time to contact me I provided the requested information at 9:01AM that same day and did not receive a call that day in the 12-window given in my response or any other time that day I did receive a call from *** on 11/23/at 11:55AM Unfortunately, I could not answer my phone since I was traveling as this was the day before Thanksgiving I received an email from *** that same day, 11/23/at 2:39PM asking for another time that I would be available On November 25th, the day after Thanksgiving, at 12:04PM, I provided another date and time I would be available for a call (11/30/between noon and 1PM) and also suggested we discuss by email if that timing does not work I did not receive a call from anyone at Cooling Unlimited on 11/30/ On 12/2/2016, *** emailed me asking for a time I was available the next week I informed him I was not available for a phone call that week, but again provided potential dates in the future (the week after Christmas) when we could schedule a call On 12/5/at 1:30PM *** contacted me with an offer to address my complaint also stating "I am not sure if your [sic] available by phone or email..." That evening, 12/5/at 7:48PM, I responded that his offer did not address all of my issues noted in the initial complaint and also informed him that email was best for me I had not heard from anyone at Cooling Unlimited until the response through Revdex.com today I have attached a PDF of the email conversation for your reference.I think an appropriate solution is one that fully addresses all of the items noted in the initial complaint
Regards,
*** ***

With regards to the ductwork situation, our salesperson did in fact explain to the customer how we would be installing the ductwork. However, there was a misunderstanding as to how much room the ductwork was going to take up. As a result, our project manager went out to the job site and changed the...

design of the return ducting for the customer so that they would be able to put their closet organizer back in and it wouldn’t take up any additional room in his closet. At the time of the design change, our salesperson quoted the customer an additional $ 300.00 charge for the change in the ductwork design. In exchange for the customer taking care of the hole in the sheet rock where the return was already installed we would take off the $ 300.00 extra charge for the ductwork changes. As far as we knew, the customer was in agreement with all of this and was happy with the resolution. As far as the gurgling noise goes, we did come out and address this issue for the customer and it has already been resolved. With regards to the rebate paperwork, we usually submit the rebates on behalf of the customer as a courtesy, which is why we offered to do this for this customer as well. Since the customer declined to have us do this, we were more than happy to provide him with the paperwork he needed from us so that he could submit the rebates on his own. However, we have a large amount of customers and as a result it normally takes us approximately 3 to 4 weeks to get the paperwork together and/or rebates submitted for each customer from the time that they pay in full and we have completed the job. As far as the customer not getting the amount of rebate money that they had initially expected, this is the first that we have been made of aware of this situation. The customer didn’t call us or notify us to let us know what was going on with the rebate money. We did not know that there was even an issue until we received this complaint through the Revdex.com. Upon receiving the complaint through the Revdex.com, the office manager reached out to the customer that same day and left them a voicemail. The office manager never received a phone call back from the customer, but instead received an email explaining the issue with the rebate money. At that point, the office manager handed this over to the owner of the company and he contacted the customer by phone a couple times but never received a phone call back. Instead the customer emailed him. Since then, the owner has emailed back and forth with the customer a couple times in an attempt to resolve the situation. We would like very much to resolve any concerns or issues the customer has with the installation as well as the rebate money. However, we have had an extremely difficult time getting in contact with the customer to have a conversation about what they would like done to remedy the situation. It would be much quicker and more efficient for the customer to speak with us over the phone so that we can figure out a solution to the issues he has.