Eagle Pharmacy

We cannot quote a price on any replacement part until we actually know the price ourselvesWe did our job to the fullest of out abilities for this customer, as well as sending the hvac tech at no charge to see what the issue would beIf there is anything further they would like or needed, anything else at all we would appreciate it if they would contact usWe have went above and beyond to make them happy already and continued to do so on all aspects

We received a complaint letter from you and would like to respondI am an owner of Carr and sons, and know that we do not operate the way this complaint is statedWe do contracted work for groupon and mission duct cleaningWe are sent to people's homes to perform and air duct cleaning serviceThe coupons that people purchase clearly state, prior to purchase even, that supply vents and one cold air return are covered as well as a dryer vent depending on which coupon is purchasedThere are at least of these coupons to chose from on the groupon site and all are fairly similar, stating same supplies covered and one returnWe do an initial walk through the home with the customers and count each supply vent and each return, main lines, furnace, and locating the dryer ventWe explain in detail what is covered by the coupons and what is not according to the individual couponWe then, on the invoice, physically show them which options they have which is just the coupon or we can clean all of it or just certain returns, it's up to themWe do not proceed with any work without customers prior approvalWe do NOT tell people not to buy groupon! That's where our contracted jobs come from, we would be losing and throwing away our own business! As well, when we are in the home and we offer a web price to get a home cleaned it is because it is cheaper for the customer at that point and saves more money, we still even offer credits to them on top of that toward the bill just for purchasing the grouponMaking it even less expensive for the customerWe felt it extremely necessary to respond to this complaint since this is the 1st we have heard of it

We did a subcontracting job for missionWe did have a trainee accidentally step on one of the ventsWe then credited her more than the cost of replacing the vent coverWe flipped off the furnace switch as we do at every home prior to cleaning, which is located near the outside of the furnaceWe did flip the switch back on as well as she stated so that it was turned on the exact way we shut it off, again like we do at every customers homeI was personally the technician at her home with my traineeI was on a route working and she had my personal cell phone # in case there was anything elseI got back to her as soon as I couldWe do not allow cell phones in customers homes unless precessing payments with themWe apologized for taking a few hours to return her callShe then stated her furnace wasn't working , so we sent a certified HVAC technician to her home to diagnose the issueHe found the problem and let them know he would order the part for them and that unfortunately he would have to see how much it would be for the partHe also made them aware that we clean the system by access points, not from the furnaceThe customer was present during the entire process, and observedAt this point we refunded her on the total bill for the vent cover replacement, and we apologized for any inconvenienceIf you have any questions I will give you my cell phone number so that you mat contact me as well, just as I offered this customerMy name is Heather and my number is [redacted] I am also the owner if Carr and Sons CleanersThank you and have a great day

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Heather stated she got
back to us as soon as she could; however, I want to clarify that she never got
back to usWe had to call Groupon that evening to have them put my husband and
I in touch with the co-ownerHe is the one who sent the technician to our
house the next dayI also want to clarify that the “certified HVAC technician”
who was sent out did not diagnose the problem correctlyThe day after we
submitted this complaint, we had another company (who has serviced this same
furnace for years) come look at our furnaceThe professional diagnosed that
the main furnace board was not the problemRather, he said there was no power
to the board at all, so there is no way anyone could have diagnosed the board
was badHe then took the furnace switch apart, saw that an internal wire was
completely disconnected, and said this was a very rare problem and that it is
unlikely the wire would just fall out by itselfI also want to point out that I tried to observe
the cleaning process the entire time, but since there were three technicians,
it was difficult to always be in the same room as themI did not observe the technicians the entire
time they were in the same room with the furnaceWe reject this company’s
response because we feel that we have been disrespected as a customer, we did not
receive satisfactory service, and if we would have continued to work with this
company, we would have paid over $to fix something that was not the issue
at all
Regards,
*** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We have not/do not want to contact the business outside of the
Revdex.com website because we wanted all conversations during this process documented. Additionally, the original Revdex.com complaint form
asked us how we wanted to the situation remediated, and we requested that the
money be paid to Carr & Sons Cleaners be refunded due to the unsatisfactory
service/customer service we received. Neither
response to us by the business indicates that they are willing to accommodate
our request, so we are requesting that this complaint be closed, but that it is
reflected on the website that this situation was not remediated to our
satisfaction
Regards,
*** *** *** ***

We did a subcontracting job for mission. We did have a trainee accidentally step on one of the vents. We then credited her more than the cost of replacing the vent cover. We flipped off the...

furnace switch as we do at every home prior to cleaning, which is located near the outside of the furnace. We did flip the switch back on as well as she stated so that it was turned on the exact way we shut it off, again like we do at every customers home. I was personally the technician at her home with my trainee. I was on a route working and she had my personal cell phone # in case there was anything else. I got back to her as soon as I could. We do not allow cell phones in customers homes unless precessing payments with them. We apologized for taking a few hours to return her call. She then stated her furnace wasn't working , so we sent a certified HVAC technician to her home to diagnose the issue. He found the problem and let them know he would order the part for them and that unfortunately he would have to see how much  it would be for the part. He also made them aware that we clean the system by access points, not from the furnace. The customer was present during the entire process, and observed. At this point we refunded her on the total bill for the vent cover replacement, and we apologized for any inconvenience. If you have any questions I will give you my cell phone number so that you mat contact me as well, just as I offered this customer. My name is Heather and my number is [redacted]. I am also the owner if Carr and Sons Cleaners. Thank you and have a great day.

We cannot quote a price on any replacement part until we actually know the price ourselves. We did our job to the fullest of out abilities for this customer, as well as sending the hvac tech at no charge to see what the issue would be. If there is anything further they would like or needed, anything else at all we would appreciate it if they would contact us. We have went above and beyond to make them happy already and continued to do so on all aspects.

We received a complaint letter from you and would like to respond. I am an owner of Carr and sons, and know that we do not operate the way this complaint is stated. We do contracted work for...

groupon and mission duct cleaning. We are sent to people's homes to perform and air duct cleaning service. The coupons that people purchase clearly state, prior to purchase even, that supply vents and one cold air return are covered as well as a dryer vent depending on which coupon is purchased. There are at least 8 of these coupons to chose from on the groupon site and all are fairly similar, stating same supplies covered and one return. We do an initial walk through the home with the customers and count each supply vent and each return, main lines, furnace, and locating the dryer vent. We explain in detail what is covered by the coupons and what is not according to the individual coupon. We then, on the invoice, physically show them which options they have which is just the coupon or we can clean all of it or just certain returns, it's up to them. We do not proceed with any work without customers prior approval. We do NOT tell people not to buy groupon! That's where our contracted jobs come from, we would be losing and throwing away our own business! As well, when we are in the home and we offer a web price to get a home cleaned it is because it is cheaper for the customer at that point and saves more money, we still even offer credits to them on top of that toward the bill just for purchasing the groupon. Making it even less expensive for the customer. We felt it extremely necessary to respond to this complaint since this is the 1st we have heard of it.