Diamond Cut Lawn Services Ltd.

Dear Mrs***, It is my concern that you feel our company did not provide you with the information you are requesting, based on the work we provided to you at your home. Looking at the main complaint, you had requested a price breakdown between labor costs and parts provided for
service renderedUpon calling our office you were still not met with satisfactionWith that in mind first and foremost please accept our apologiesOur company does not provide a breakdown between parts and labor. Your technician provided to you the price prior to providing service, which is our policyThe pricing model is set forth by our industry, and as such are placed under an umbrella type quote covering labor and materials. This makes the job quoting impartial for all customersIf the situation requires additional time, you are not charged for this extra expense. This allows us to offer consistent pricing to all of our clients. We feel that this industry practice is the fairest for all involved. It is my hope that this letter serves to settle the above issue. We strive for quality and want to make sure our clients are happy with our servicesRespectfully, *** * ***, Owner

RE: Mr*** *** On October 23, Chaves Heating & Air Conditioning sent a technician to perform a pre-paid routine maintenance service call to Mr***’s heating systemOne of the things we do as part of our maintenance, is called the Combustion
TestDuring this test our technician found the flue gases to contain over parts per million (PPM) of Carbon Monoxide (CO), a number that is much higher than expectedFurther diagnosis indicated the problem to be with the gas valveAs instructed by the Manufacturer’s tech support people, our technician proceeded to make the specified adjustment (we can provide phone records if necessary)For this, Chaves charged $Unfortunately this turned out not to be the final solution, as the gas valve needed to be replacedMr*** opted not to have us go back unless we could guarantee him that there would not be a chargeWe informed him that we could not do that until we were sure what the problem wasWe feel that the repair that eventually was made by another company was the proper one as all other options had been eliminated by usWe also feel that our technician did everything right, taking into consideration the customer’s best interestHad Mr*** continued with us, he would have incurred a charge for the same repairOn a technical note, a gas valve is composed entirely of internal parts; nothing that anyone could accidently ruinRegardless of the facts, we regret any inconvenience and discomfort this may have caused Respectfully, *** J *** Owner

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 # ***.
I find it very difficult to believe any business cannot supply an itemized invoice for completed workI have had plumbing and electrical work done on my home and each and every time was provided cost of parts,of labor and any related chargesI feel my request is reasonable and fair
Regards,
*** ***

December 5, RE: Complaint # *** I will attempt to address all the points made in the previous correspondences, one at a time: HTP has no record of a call from Chaves: Out technician called the HTP technical support number (***) at 1:on 10/23/2017.The call duration was minutes.Please refer to the telephone record and the HTP google search results for their technical support number (attached). The gas unit was working smoothly: The boiler had no visible signs of malfunction; however our technician found that it was producing over PPM (parts per million) of Carbon Monoxide, an unsafe amount that is times greater than what it should beThis is a clear malfunction and unsafe situation although not obvious to the naked eye. He was here for about hours: YesIt took a lot longer than expectedThis is in most cases a fairly simple job, the reason he had quoted $for the task. There is a screw on the valve which must never be touched: There were two reasons to call tech support: 1) these valves almost never need adjustment and 2) the possibility of the part being under warrantyIn either case we needed the manufacturer’s approvalOur technician was instructed to adjust the valve, which resulted in an parts per million of carbon monoxideAt this point the problem seemed to be solvedThis information was e-mailed to the customer while our tech was still at the jobBased on my conversation with the techs at HTP: We have verified with tech support that our procedures and diagnostics were correctWe stand by our original statementsWe failed however to inform the customer of the possibility that our adjustment may not last, which happens with this type of negative pressure gas valve

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 # [redacted].. 
Per telephone conversations with the tech at the manufacturer,HTP that I had they have no record of any call from Chaves employee and no ticket which they create on all tech calls and further the employee in his invoice said he adjusted the gas valve per instructions from the HTP tech.It appears that the employee is not accurate and further there is a screw on the valve which must never be touched and it appears the employee messed withIt in an attempt to fix a nonexistent problem and at no time did the chaves employee speak to me about my gas burner and what he wanted to do,yet he was here for about 6 hours.It seems to me he was unqualified and I take this opinion based on my conversations with The techs at HTP and the new co I hired to fix the problem.what [redacted] doesn't know is that the gas unit was working smoothly before the chaves employee worked on it.Chaves is denying responsibility incorrectly and are plain wrong,such a shame.
Regards,
[redacted]