DB Bobcat Services Ltd

Please be advised that client is grossly overstating the facts and blatantly lying on what transpired during the service call we performed and the subsequent telephone callsThe technician fully explained, in detail, that there was NO warranty or guarantee on the temporary repairs made to her improperly installed systemWe documented multiple installation defects with her systemWe explained and documented that additional repairs and general maintenance was needed on her systemWe explained and documented that her existing air handler had a defective control board preventing fan operationWe explained and documented that the model and serial number plate on the air handler was scratched out which prevented us from obtaining pricing and availability of replacement parts and further research would be neededWe are a field paperless companyThis is explained to ALL our clients when they make a service callWe use ipads in the field for mobile dispatching and invoicingThe client is shown the ipad with our fully diagnosis for review and approvalUpon completion of a service call payment is accepted from the same ipad and the client is immediately emailed a receiptWe have used this system for over years without a complaintWhen the client called on 6/ [redacted] we offered to come out for a service callWe did not mention any charges or fees however at 2:into the "initial conversation" digital recording client says "your not going to charge a service call" and passes the phone to another partyAt 3:into same recording we clearly state we had no discussion of pricing nor would we charge them and further attempt to clarify what they want us to doSee next recording "customer cancells" the service call when the technician is in-route for the emergency service callTo summarize: Client was made aware in person and in writing that there was NO warranty or guarantee on the service callClient was made aware in person and in writing that a followup service call was needed to make repairs to her system and perform general maintenanceWe determined that her system (while fairly new) was improperly installedWe documented that the systems in the home have swapped return ductwork (meaning the 1st floor AC return goes into the 2nd floor AC system - and the 2nd floor AC return goes into the 1st floor AC system, communication wiring was also reversed and done improperly, units are also have limited access for service due to positioning of framing in attic and positioning of air handler)We confirmed that the control board inside her air handler was defective (shorted) which prevented reliable operation of the blowerWe discussed that we can wire the blower to stay on 24/- meaning continuous fan operation yet the outdoor compressor would only come on for temperatureClient approved this temporarily repairClient called on 6/ [redacted] for emergency service and we dispatched a technician to their homeClient called shortly thereafter to cancel that emergency service callClient is basically a liarIn her complaint she states: "tech that called immediately said he would have to charge the service fee just to come out and turn off the unit" however as our recordings prove we never stated there would be a chargeIn fact at 3:we stated that we wouldn't charge them to come out and turn it offAdditionally she leaves out the fact that she cancelled the emergency service call shortly thereafter.Absoluetly no refund or additional services shall be performed for this client until an apology is receivedClient called our technician on his personal cell phone and cursed at him, called him a womanizerThis kind of behavior is unacceptable

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [This is the stupidity, arrogance and insensitivity that I am talking aboutThe are all liars and should not be in businessHow can you blatantly lie about the truth - this goes to show your characterSee below the original email from Mike D [redacted] promising to refund the permit fee:Please also take note on the date and the content (to understand their incompetence)" [redacted] I have multiple more emails documenting everything, I can post them all here if you wishMike, if you also wish, I also go after your supposed partner whose name is on the permitLet me know how you want to proceedEverytime we communicate, you change the time for refund processing, but yet failed to provide transaction detailsFirst it was 15-days, then it is days - which one is it???You could have easily send me a check for the full amount, but you blatantly refusedIt goes to show your character and the values of your business and how consumer unfriendly you are This is the aggravation that I have been dealing with since 2/- just LIES, LIES AND LIES FROM Pipe Doctor (specifically Mike D***) ]In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Attached is a copy of the letter we mailed to this customer.Please be advised that when we charged his credit card, we verbally advised him that his credit card statement will reflect a charge from " [redacted] *"We use [redacted] Local Register for credit card transactions.As of August **, 2015, according to [redacted] , the charge was still under investigation by [redacted] because it was disputed as "unauthorized" and "unknown"This prompted our communication to the customer.I do not agree that the customer choose the right venue to dispute and communicateOpting directly to the Revdex.com - seriously? Customer disputed charge and we have not been paid yet for services renderedAccording to NYS penal code that is fraud - to dispute a valid credit card transaction

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[MrK***, your statement "Due
to the customer providing the incorrect name on the Village of Valley
Stream tax bill the inspection process was delayed." is and a blatant lie.- please do not make public statements like these trying to make your business look goodAll correct information was provided initiallyI had to point out the mistakes of the incompetent staff and had them correct the jurisdiction before the work start - which is printed on the sales contract (dated before the work started) - not to mention, Pipe Doctor office is located in Valley Stream and so is my property - how itic and stupid one has to be to not know the correct jurisdictionYes, $was posted to my account on 7/*/- but let's face the truth - your guys have been lying all along - if I didn't complain to the Revdex.com, I would have never seen the refund - and yes it took MonthsI stand by everything I previously said and currently saying, and have documentation of everything to back it upHad the company treat customers like they are supposed to, we wouldn't have to been in this situation, especially when the job cost is in the thousands of dollarsWhen a company makes a mistake, they should admit it and try to resolve it promptly - not lie to the customer and treat them like the work was done for freeRight now, it is beyond the refund, it is the principles values of customer service and how horrible service of Pipe Doctor isI do not want the same to happen to other people and I hope all your staff gets retraining on how to interact and treat customers with respect and honestyWhat I want is a public apology from Mike D***, on this forum - admitting to the validity of my complaint and him falsifying the truth during this whole process - that got us here in the first place.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Our primary business goal is 100% customer satisfactionWe achieve this goal by offering prompt, professional and courteous service to all our clients and business partnersUnfortunately in a service based business it becomes a challenge to make that goal realistic but we are still committed and stand behind every single job we perform for monthsThis job is no differentIn this particular instance, we installed a new boiler for the customer as an oil to gas conversionDuring the one-day installation we inadvertently switched the first floor thermostat for the second floor thermostatThis issue was resolved within hoursAdditionally, a control that is supplied with the boiler malfunctioned within a few hours after completionWe promptly dispatched a technician that evening (within minutes of their call) and resolved the issueNo other issues have been documented nor did the customer mention any issues with the system the following month (February 2016) when we had a “polar vortex” in the NYC-Long Island areaWe called to follow up with the installation, as with every major project we've managed. Due to the customer providing the incorrect name on the Village of Valley Stream tax bill the inspection process was delayedNo it does not usually take monthsUnfortunately this one did and resulted in unknown inconveniences to the customerOur apologiesFor the issue at hand, a refund we offered to the customer was processed on 7/*/The refund was “refunded” back to the original method of payment - Visa ending in ***This complaint is moot since the refund has been processed by our credit card processorWe made *** ***'s bank aware of this several weeks agoWe made *** *** aware of this a month agoNow we making the Revdex.com aware of thisA copy of the refund receipt is attached for your review and immediate resolutionAdditionally, copies of all email correspondence are available for review and inspection upon requestDuring a telephone call we received from the customers credit card company inquiring about this refund, we specifically stated: "our merchant processing company advised us that it may take 30-days for the refund to appear on their account statement." Furthermore, added "if after that period of time a refund has not appeared, advise the cardholder to file a dispute for the amount in question". In summary, we are dedicated to 100% customer satisfactionDuring the entire process of the conversion process and during the long time to schedule a "final inspection" with the village, we maintained constant contact with the customerWe offered a refund of $for his inconvenience and issued this refund back to the original method of payment - his Visa card. Regards, George K***, VP Outside Operations Pipe Doctor Plumbing, Heating & Air Conditioning

The customers summary is completely fabricated and false. Customer agreed and paid our permit filing fees which was $500. As discussed verbally, these fees include actual filing expenses, time and labor - additionally, labor in waiting for the inspector.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I called [redacted] on 4 different occasion, to verify if PIP Doctor has been paid, and on all communications with [redacted] they state that PIPE DOCTOR had been paid on May [redacted] 2015, Merchant Service authorization Number [redacted]. PIPE DOCATOR is states that if not paid within 5 days the will pursue this matter and file for theft  of services. Inferring that I deliberately stopped payment of the $85 . this is NOT TURE, when I received the American Statement there was a $85 charge from [redacted] , with an incomplete phone number , I tried to call the number but it wouldn't go through , at that point I called [redacted] to see if there had any additional information on this charge , and they did not, so I disputed the charge. once it was found out that it was for services rendered from PIPE DOCTOR I release the dispute( I have a copy from [redacted] stating that the dispute was withdrawn), my follow up [redacted] statement shows that PIPE DOCTOR was paid the $85.I suggest that PIPE DOCTOR check there bookkeeping records, (1) I have the Merchant Service Authorization information #[redacted] that he was paid, (2) letter from [redacted] that the disputed charge was withdrawn , (3) my follow up [redacted] statement that pipe doctor was paid. it is unfortunate that I had to contact the Better Business .but PIPE Doctor is threating me with thief of service, I contacted my attorney and the penal code that he is quoting would be thief of services if I had no intention to pay , it doesn't pertain to disputed charge once the charge was found to be correct it was released. [redacted] issue if he feels that he hasn't been paid is with [redacted], I feel that I have been harassed by PIPE DOCTOR and [redacted] , he seems to be trying a scare tactic in order to be paid a second time . I don't know  what else I can do , I paid the charge. if he insists in continuing this and brings thief of service charge against me I will contact my attorney regarding  my legal remedies. I do not want to do this but feel that I have no other choice .       
 
Sincerely,
[redacted]

Please be advised that client is grossly overstating the facts and blatantly lying on what transpired during the service call we performed and the subsequent telephone calls. 1. The technician fully explained, in detail, that there was NO warranty or guarantee on the temporary repairs made to...

her improperly installed system.2. We documented multiple installation defects with her system.3. We explained and documented that additional repairs and general maintenance was needed on her system.4. We explained and documented that her existing air handler had a defective control board preventing fan operation.5. We explained and documented that the model and serial number plate on the air handler was scratched out which prevented us from obtaining pricing and availability of replacement parts and further research would be needed.6. We are a field paperless company. This is explained to ALL our clients when they make a service call.7. We use ipads in the field for mobile dispatching and invoicing. The client is shown the ipad with our fully diagnosis for review and approval. Upon completion of a service call payment is accepted from the same ipad and the client is immediately emailed a receipt. We have used this system for over 5 years without a complaint.8. When the client called on 6/** we offered to come out for a service call. We did not mention any charges or fees however at 2:09 into the "initial conversation" digital recording client says "your not going to charge a service call" and passes the phone to another party.9. At 3:15 into same recording we clearly state we had no discussion of pricing nor would we charge them and further attempt to clarify what they want us to do.10. See next recording "customer cancells" the service call when the technician is in-route for the emergency service call. To summarize: Client was made aware in person and in writing that there was NO warranty or guarantee on the service call. Client was made aware in person and in writing that a followup service call was needed to make repairs to her system and perform general maintenance. We determined that her system (while fairly new) was improperly installed. We documented that the 2 systems in the home have swapped return ductwork (meaning the 1st floor AC return goes into the 2nd floor AC system - and the 2nd floor AC return goes into the 1st floor AC system, communication wiring was also reversed and done improperly, units are also have limited access for service due to positioning of framing in attic and positioning of air handler). We confirmed that the control board inside her air handler was defective (shorted) which prevented reliable operation of the blower. We discussed that we can wire the blower to stay on 24/7 - meaning continuous fan operation yet the outdoor compressor would only come on for temperature. Client approved this temporarily repair. Client called on 6/** for emergency service and we dispatched a technician to their home. Client called shortly thereafter to cancel that emergency service call. Client is basically a liar. In her complaint she states: "tech that called immediately said he would have to charge the service fee just to come out and turn off the unit" however as our recordings prove we never stated there would be a charge. In fact at 3:15 we stated that we wouldn't charge them to come out and turn it off. Additionally she leaves out the fact that she cancelled the emergency service call shortly thereafter.Absoluetly no refund or additional services shall be performed for this client until an apology is received. Client called our technician on his personal cell phone and cursed at him, called him a womanizer. This kind of behavior is unacceptable.

Revdex.com:
I...

have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[This is the stupidity, arrogance and insensitivity that I am talking about. The are all liars and should not be in business. How can you blatantly lie about the truth  - this goes to show your character. See below the original email from Mike D[redacted] promising to refund the permit fee:Please also take note on the date and the content (to understand their incompetence). " [redacted] [redacted] [redacted]  I have multiple more emails documenting everything, I can post them all here if you wish. Mike, if you also wish, I also go after your supposed partner whose name is on the permit. Let me know how you want to proceed. Everytime we communicate, you change the time for refund processing, but yet failed to provide transaction details. First it was 15-30 days, then it is 45 days - which one is it???You could have easily send me a check for the full amount, but you blatantly refused. It goes to show your character and the values of your business and how consumer unfriendly you are.  This is the aggravation that I have been dealing with since 2/2016 - just LIES, LIES AND LIES FROM Pipe Doctor (specifically Mike D[redacted]).  ]In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Attached is a copy of the letter we mailed to this customer.Please be advised that when we charged his credit card, we verbally advised him that his credit card statement will reflect a charge from "[redacted]". We use [redacted] Local Register for credit card transactions.As of August **, 2015,...

according to [redacted], the charge was still under investigation by [redacted] because it was disputed as "unauthorized" and "unknown". This prompted our communication to the customer.I do not agree that the customer choose the right venue to dispute and communicate. Opting directly to the Revdex.com - seriously? Customer disputed charge and we have not been paid yet for services rendered. According to NYS penal code that is fraud - to dispute a valid credit card transaction.