Donnelly's Plumbing Heating and Cooling

Revdex.com,Below is the exchange between our customer & Mr. Donnelly, President & Owner of MW Donnelly Inc.As Mr. Donnelly stated below, it is our intention to see that this issue is resolved to the customer's satisfaction.  We are awaiting the customer's response to see what a fair resolution...

would be.  Once we hear from him, we will gladly do whatever it takes to provide him with 100% satisfaction.Thank you,Jennifer F[redacted]Marketing & Human Resources Manager-----Original Message-----
From: [redacted]
Sent: Wednesday, October 08, 2014 9:45 AM
To: '[redacted]'
Subject: RE: [redacted],
I read your
updated review this morning.  I am sad to
hear that you are not happy with our service or our exchange. 
We have a 100%
satisfaction guarantee.  I will do
whatever it takes to see that you are satisfied.
What do you
think would be a fair solution to this challenge? 
Marty D[redacted]
-----Original
Message-----
From: [redacted] [mailto:[redacted]]
Sent: Tuesday,
October 07, 2014 4:40 PM
To: [redacted]
Subject: Re:
[redacted]
Thank you. Your
recap is as I outlined. Disappointed you don't value our continued
relationship. But not surprised. I have found it quite a challenge to find a
reliable, honest, competent HVAC provider for my homes and
businesses/warehouses.
Sent from my
[redacted]
> On Oct 7,
2014, at 4:25 PM, [redacted] <[redacted]> wrote:
>
> [redacted],
>
> Thank you
for your kind words about our technician, Rob. 
He appreciated it.  After doing
some research with him, here is my explanation:
 
> For the
$420, Rob performed a service & used the necessary time and materials to
get your unit back up and running.   An
HVAC unit has many components, and leaks can be very difficult to locate.  Rob used a dye pack with fresh refrigerant
so that we could pin-point the leak.  
The problem could have been a bad line set, bad valves, shrader valve,
condenser,  etc.  
>
> The
defective part was the Condenser coil. 
However, it still is under the manufacturer's warranty.  
>
> We fully
anticipate a refund from the manufacturer for the defective part.  We have every intention of passing that along
to you.   In addition, we will also
provide you with the manufacturer's paperwork. 
We usually receive refunds on equipment within 2 months.
>
> I will see
that this is promptly passed along to you.  
>
> We stand
behind our word.
>
> I hope this
answers any of your concerns.  If not, I
welcome you to please contact me.
>
> Sincerely,
>
> Marty
D[redacted]
>
>
>
>
-----Original Message-----
> From: [redacted] [mailto:[redacted]]
> Sent:
Friday, October 03, 2014 3:46 PM
> To: [redacted]
> Subject:
Re: [redacted]
>
> I
appreciate you following up Marty.
>
> Sent from
my [redacted]
>
>> On Oct
3, 2014, at 3:26 PM, [redacted] <[redacted]> wrote:
>>
>> [redacted],
>>
>> Thank
you for bringing this to my attention. 
I've received your response & read it.  I'm gathering all of the paperwork, and I am
going to get to the bottom of this.
>>
>> It's
Friday at 3:25.  I will be back to you by
Tuesday at this time. 
>>
>> I am
certain that this will come to a positive outcome. 
>>
>> Thank
you,
>> Marty
D[redacted]
>>
President
>>
Donnelly's Plumbing, Heating, & Cooling
>>
>>
>>
-----Original Message-----
>> From:
[redacted] [mailto:[redacted]]
>> Sent:
Friday, October 03, 2014 2:00 PM
>> To: [redacted]
>>
Subject: [redacted]
>>
>> Hi
Marty - Thanks for reaching you to me. My comments were summed up in my
posting. 
>>
>> I had
you guys (Rob) come out for service on 2 year old [redacted] AC unit a few weeks
ago. Unit was recharged with dye pack at cost of $420. Worked a couple days and
I went away for over a week on vacation. Upon returning, turned on AC and
wasn't cooling again. 
>>
>> Called
your office and service call was set up for 4 days later. Initially, was not
happy with having to wait that long for something I already paid to have fixed.
Felt I should have been given more priority service.  When Rob finally came back, problem
immediately diagnosed as leak in evaporator coil requiring coil replacement of
$2,606. I immediately questioned why with 2 years old unit and he said it
happens. Was told "coils poorly manufactured in Mexico." Huh?
>>
>> Then,
inquired about warranty of replacement part because entire AC system (inside
and outside) was only 2 years old. Rob talked to "parts manager" and
he was told " we [Donnelly] will send coil back to [redacted] and if we
[Donnelly]  get a refund, they will send
to you [[redacted]]".  Again, that
doesn't bode well with me.  I've since
contacted another HVAC company and they indicated the warranty part should have
not been charged to me. Suggested at this point, I probably will never hear
anything in follow-up.
>>
>> So, now
I have a couple issues. 1.) not sure if I will ever really will see any money
actually refunded from warranty part as indicated ?  2.) why the initial charge of $420 wasn't
deducted from my final bill.  If the
problem was so easily diagnosed, not sure why problem was not identified and
rectified during first visit avoiding this unnecessary charge. I understand
things may not always go according to plan but feel that it was unfair not to
credit me the initial $420 (or at least a portion) for something that was
useless.
>>
>> For
what its worth, I really liked Rob. Quality young man. But the outcome was
disappointing.  Hope this offers some
insight to my frustrations.
>>
>> With
Regards,
>>
>> [redacted]
>> [redacted]
>>
[redacted]
>>

We're sorry to hear of Mr. and Mrs. [redacted]'s dissatisfaction.  On Saturday, Mrs. [redacted] contacted us on [redacted] to express her dissatisfaction.  We responded to her review and asked her to contact the owner directly by email with more details.  In the meantime, our technician,...

Travis, was out to repair the Mini Split system that Saturday, to which the repair was completed.  On Sunday, 11/27/16, Mr. and Mrs. [redacted] contacted the owner, Marty Donnelly, by email with her details.  Mr. Donnelly responded on Monday, 11/28, with acknowledgement of the contact and again on Tuesday, 11/29, with resolution.  That email is attached.  Donnelly's processed the refund for the $99 Gold Star Agreement per her request on 11/30/16.  This check was issued on 12/5/16, check #[redacted], in the amount of $99.00.  Please contact us if we can be of any further assistance.Sincerely,[redacted]HR Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[A default...

letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Hello.  We issued refund check #[redacted] on December 5th in the amount of $99.If Mr. and Mrs. [redacted] do not receive this check via the USPS by Friday, 12/16/16, please let us know, and we will stop pay and reissue the refund. Sincerely,[redacted]Donnelly's Plumbing Heating and Cooling

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:I appreciate your assistance in mediating this matter. As indicated within Donnelly's response, no offer of restitution has been made. I reached out repeatedly seeking an amicable resolution. Initially, I was only asking for this company to stand by their orginal diagnosis and be fair with me by offering a refund to their service charge fee. Since they refuse to quantify the service charge and insist on me dictating the terms of a fair settlement, I respectfully request a full refund then in the amount of the $420 and a written statement indicating the anticipated amount and anticipated timeline of the warranty refund they have promised. Thank you. 
Regards,
[redacted]

Hello,We performed the authorize work on 12/24/14 for the approved amount of $1094.70.  Per verbal agreement with [redacted], we refunded $150.00 back to his [redacted] on 12/30/14.Per this filing, we have refunded an additional $135.00 to [redacted]'s [redacted] on 2/26/15.  The total amount charged to...

[redacted]'s [redacted] for the work performed on 12/24/14 is $809.70.  Receipts for the refund are attached.Please contact us with any questions.Thank you,Donnelly's