Edwards & Edwards

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Once again, ***’s responds is full of incorrect facts First, We NEVER relieved monthly statementsWe received one bill after the work was completedEven after each payment was received there was never a new statement issuedI had to call several times to find out what the balance was on the accountIt is correct that the originally agreement was that Edwards would be paid with the tax returns, however we did not receive enough back to pay for the furnace, which they were made aware of Second, we received very few calls from Edwards and every single call was returnedOnce again we kept them in full contact about our financial situation and were also informed that we could not pay them in full until tax returns Third, [redacted] NEVER made [redacted] or myself aware of the $prepaymentThere was NO miscommunication between myself and my husbandAs I have said before, if we were made aware of the prepayment this would been completely avoided Lastly, it was also never brought to our attention that someone would have to be at the houseWe have had them at our home several times without anyone there and this was never a problem This responds still not does even remote an apology for their lack of communication, lies, and putting our children in danger by refusal of service Regards, [redacted]

The only warranty that the [redacted] 's have on their furnace that was installed in March of is a parts only warranty from CarrierThey were sent a copy of that warranty by Carrier and I am attaching a copy of it to this e-mail? [redacted] left a very terse message on my phone about having no heat on Wed3/at 7:31PMI have retained a copy of that messageI returned his call at 7:PMHe could not talk to me at that time and he said he would call me back [redacted] called back at 8:PM and said the furnace had been working for the last minI explained that I could not know what was wrong over the phoneI also told him that I did not know what parts we had in stock for that furnace until we could check in the morningI told [redacted] that he had a parts warranty but he did not have a labor warrantyI told [redacted] that our Service call Trip charge during the day was $The next day 3/***'s wife and [redacted] called ***, who takes our incoming calls at the businessDue to our past experience of having to turn over a bill to an Attorney for collection, [redacted] was not authorized to make a Dispatch for the [redacted] 'sShe told [redacted] he would have to call me [redacted] called me at 11:AM 3/I told [redacted] that for us the come over, someone would have to be home to sign the work order and pay the $ [redacted] said no one would be homeI told him that someone would then need to come into the shop to do that [redacted] then said that if we would not come that day he would call someone elseI told [redacted] that maybe that would be bestThank You, [redacted]

I explained to you when you came in on1120/20 15 that we blowout the water lines the best we can but thatdoes not mean there is not some residual water remaining someplace that can cause damage. We certainly donot warranty all the products in your ho e.It is rather inconceivable to me...

that we damaged your heat tape by blowing water out of your lines. In ourmore than 50 years in the appliance repair business I find it rather preposterous that blowing out the waterlines with air could cause the refrigerati ~~ system to go bad causing you to replace your refrigerator. Thatwould be like having someone put air in your car tires and blaming them for an engine failure a few monthslater.You did fail to get back to me as agreed and therefore deprived us of the process to make a good willresolution , if appropriate .By not calling back, we could not look up the parts list to start to determine what was damaged.I would like to examine all the parts including the , water pipe sections , heat tape, water heater, andrefrigerator. II would like to know the Wisconsin Plumbing licenses of R. [redacted] and anyone else that worked on theseitems.I would like to see an itemized bill, and description of work from Mr. Johnson.You may want to contact your home owner's insurance company and if they feel we are liable I can put themin touch with my insurance company. IProfessional Engineer

normal; widows: 1; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255);">The only warranty that the [redacted]'s have on their furnace that was installed in March of 2014 is a parts only warranty from Carrier. They were sent a copy of that warranty by Carrier and I am attaching a copy of it to this e-mail.
?
[redacted] left a very terse message on my phone about having no heat on Wed. 3/18 at 7:31PM. I have retained a copy of that message.
I returned his call at 7:52 PM. He could not talk to me at that time and he said he would call me back.
[redacted] called back at 8:18 PM and said the furnace had been working for the last 15 min. I explained that I could not know what was wrong over the phone. I also told him that I did not know what parts we had in stock for that furnace until we could check in the morning. I told [redacted] that he had a parts warranty but he did not have a labor warranty. I told [redacted] that our Service call Trip charge during the day was $95.00.
The next day 3/19 [redacted]'s wife and [redacted] called [redacted], who takes our incoming calls at the business. Due to our past experience of having to turn over a bill to an Attorney for collection, [redacted] was not authorized to make a Dispatch for the [redacted]'s. She told [redacted] he would have to call me.
[redacted] called me  at 11:58 AM 3/19. I told [redacted] that for us the come over, someone would have to be home to sign the work order and pay the $95.00. [redacted] said no one would be home. I told him that someone would then need to come into the shop to do that. [redacted] then said that if we would not come that day he would call someone else. I told [redacted] that maybe that would be best.
Thank You,
[redacted]

The refund
offer I made Mr. [redacted] was reasonable under the circumstances and more than
reasonable as additional information has come to light.  I told Mr. [redacted] on 3/20 that we blow air
thru the pipes and that does not get every drop of water out of the pipes and
we do not make any guarantees. We did this to dozens of trailers last season
and did not know of one single other problem.
Mr. [redacted]
came into my Business on 3/20 and said he was in the process of fixing a couple
of leaks, had something broken if the refrigerator and a broken water valve in
the washing machine. He said water came out the relief valve of the water
heater. I was willing to look up and order the parts but he did not know the
Brand or the model number of the washer or the Refrigerator. He said he would
get the model numbers and come back in. I told him he could just call with the
numbers because I probably would have to order the parts. Mr. [redacted] did not
come back nor did he call.
On 3/20 Mr.
[redacted] said we left the water heater full of water and the Washer was not
disconnected. Mr. [redacted] asked me if there was water left in the water heater
would it shorten the life of the water heater. I told him that if the heater
was full of water, it would probably split wide open. He did not say that the
water heater leaked. And did not indicate that it needed to be replaced.  It now is known from the date on the receipt
from Mr. R. [redacted] that Mr. [redacted] already had the heater replace on
3/14/2014. He did not tell us that on 3/20.
 
When [redacted]
first arrive at the trailer on 10/29/2014, [redacted] called Mr. [redacted] to find out
where water supply was located. Mr. [redacted] asked [redacted] if it mattered if the
heat tape was left on or off.  [redacted] did
not give [redacted] instructions to do anything with the heat tape or any special
instructions about the Refrigerator or Wash Machine. Several weeks later Mr.
[redacted] call [redacted] to complain about his electric bill costing so much. [redacted] told
Mr. [redacted] that he could stop when he was going by and unplug the heat tape if
he wanted.  Mr. [redacted] told [redacted] to do
that but, Mr. [redacted] never said there was more than one heat tape. [redacted] did
exactly what Mr. [redacted] wanted done. Leaving the Heat tapes on may have
prevented any residual condensation or water from freezing.
 
 [redacted] used our electric porta pump to pump the
water out of the water heater and [redacted] left the wash machine hose disconnected
from the wall and draped over the machine. [redacted] hooked up the Air Compressor to
the wash machine valves to blow out the water lines. [redacted] told Mr. [redacted] that
on 3/20. [redacted] put black tape on the hot side hose and this was clearly stated
on the Invoice that was sent to Mr. [redacted] on 11/20/2014. If someone reconnected
the wash machine hoses to the valves it was not [redacted].
[redacted] disconnected
the piping near the pump and let it drain. The sand point is probably 25 or
more feet underground and could not ever have frozen. Since Mr. [redacted] said water
leaked out some broken pipes, the pump must have worked to pump that
water.  It is beyond belief that we caused
the Sand Point to go bad.
I did not
get and answer regarding the Plumbing License numbers of the party doing the
Plumbing work or sales and use tax numbers to make sure they are properly licensed
and credible business that pay Taxes in Wisconsin.
The refund
offer would have covered the cost of us fixing a couple of leaks and to replace
the two appliance parts.
If Mr.
[redacted] is not satisfied with that he should call his insurance company and if
the Insurance company thinks we are at fault I will put them in touch with our
insurance company.
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Once again, [redacted]’s responds is full of incorrect facts.
First, We NEVER relieved monthly statements. We received one bill after the
work was completed. Even after each payment was received there was never a new statement
issued. I had to call several times to find out what the balance was on the
account. It is correct that the originally agreement was that Edwards would be
paid with the 2014 tax returns, however we did not receive enough back to pay
for the furnace, which they were made aware of.
Second, we received very few calls from Edwards and every single call was
returned. Once again we kept them in full contact about our financial situation
and were also informed that we could not pay them in full until 2015 tax
returns.
Third, [redacted] NEVER made [redacted] or myself aware of the $95 prepayment. There was NO
miscommunication between myself and my husband. As I have said before, if we
were made aware of the prepayment this would been completely avoided.
Lastly, it was also never brought to our attention that someone would have to
be at the house. We have had them at our home several times without anyone
there and this was never a problem.
This responds still not does even remote an apology for their lack of
communication, lies, and putting our children in danger by refusal of service. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Edwards responds in not covering the main issue and
contains false information.
 First, as for
the call on 3/18, his message was harsh but also understandable considering he
started calling Edwards emergency line numbers approximately at 7pm. After
several unanswered calls and no returns he resorted  to calling the final number on the list which
was [redacted] Edwards and informed him of the lack of responds and how frustrating
it was due to the fact that we have small children in the house and the furnace
was 1 year old.  When [redacted] called him
back they did talk for several minutes (unlike [redacted] has claimed in his
responds), in which possible scenarios were discussed and he gave him idea of
things to do to keep it running though the night; in which it did. [redacted] told
[redacted] to call him back if the suggestions did not work and if we’d like an emergency
call for him to come out. [redacted] called him back 15 minutes later, informing him
that it was still running and if there were any problems throughout the night we’d
call them in the morning to have someone come and look at it. He was also
informed that neither of us would be home due to our schedules and that was not
a problem as they have done that several times.
Second, we were NEVER told of the $95 prepay for
them to come out during that night phone call. If we were informed it would not
have been a problem and there would have never been an issue.
Third, Edwards was always in knowledge of when the
bill was going to be paid in full. Throughout the past year phone calls where
even made, making them aware of our situation and reassured during tax season
they would receive the money. During one of the phone calls Edwards even made
the completely inappropriate comment that we should ask a family member to pay
it for us.
Yes, they did send a letter to an Attorney; however this has nothing to do with
that. We spoke with the Attorney and they were NOT pressing charges because the
arrangement was made.
The main complaint is that we were completely
uninformed of the need for a prepay fee before we had left the house that
morning. If [redacted] would have told us the night before there would have been no
problem. However they waited til after we were both out of town to mention this
too us, and considering we have three small children in the house it is COMPLETELY
unacceptable to refuse help with a heating problem.  Edwards was informed that I could drop a
payment off as soon as I arrived back into town, but by the time I would be
back into town that the children would be arriving home. Yet they still refused
service in which made it unsafe for our children to return home. 
The fact that the furnace is under warranty has nothing
to do with our complaint. We are aware that the parts were under warranty. Yes
it is frustrating that something we purchased for that expensive of a cost is
having complications being a year old, but that was not the issue. The issue is
the disregards for assistance, and lack of communication.

Regards,
[redacted]

I explained to you when you came in on1120/20 15 that we blowout the water lines the best we can but thatdoes not mean there is not some residual water remaining someplace that can cause damage. We certainly donot warranty all the products in your ho e.It is rather inconceivable to me that we...

damaged your heat tape by blowing water out of your lines. In ourmore than 50 years in the appliance repair business I find it rather preposterous that blowing out the waterlines with air could cause the refrigerati ~~ system to go bad causing you to replace your refrigerator. Thatwould be like having someone put air in your car tires and blaming them for an engine failure a few monthslater.You did fail to get back to me as agreed and therefore deprived us of the process to make a good willresolution , if appropriate .By not calling back, we could not look up the parts list to start to determine what was damaged.I would like to examine all the parts including the , water pipe sections , heat tape, water heater, andrefrigerator. II would like to know the Wisconsin Plumbing licenses of R. [redacted] and anyone else that worked on theseitems.I would like to see an itemized bill, and description of work from Mr. Johnson.You may want to contact your home owner's insurance company and if they feel we are liable I can put themin touch with my insurance company. IProfessional Engineer