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 # ***Please add your rejection comments below. Blaming *** by saying Evergreen was "just following their instructions" is sympomatic of the p***lem I have described It is irresponsible to know that a unit is leaking water on electrical components and ignoring the situation It was evident to Evergreen that the "fix" (regardless of who recommended it) was inadequate and ultimately resulted in the failure of the system And, while Evergreen's warranty on labor may have expired, I still had a warranty on parts Had I been given the option, I would have agreed to on once gain replacing the heat exchanger As onerous as this would have been, it would have been better that a complete system replacement which ultimately cost many times the cost of a new Heat Exchanger The following is a quote from Boucher Plumbing whom I called in when it became clear to me that Evergreen was not properly addressing this p***lem "Actually, *** showed me the photos of your system this afternoon and it still surprises me when I see equipment which seemingly has been installed/maintained without proper consideration of manufacturer specifications. without proper consideration of manufacturer specificationssurprises me when I see equipment which seemingly has been installed/maintained without proper consideration of manufacturer specificatioshowed me the photos of your system this afternoon and it still surprises me when I see equipment which seemingly has been installed/maintained without proper consideration of manufacturer specificationsFrom what *** said certain interior *** components were exposed to moisture and may have been compromised beyond what was evident and repaired today.? When I send you a copy of your paid invoice it will have a comprehensive scope of work and I will also include photos providing visual detail to his diagnosis and repair
Regards,
*** ***
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 # ***Please add your rejection comments below.This is total fiction I never received anything about a recall and I certainly would have expected Evergreen to let me know about any recall Is there any proof of this claim? I called *** and they had no information on a recall Also, I was never asked about replacing the heat exchanger again Why would I continue to have a faulty exchanger leak on components and have them continue to fail? Does this make any sense at all? I thought that evergreen had fixed the faulty heat exchnager with an expoxy, but this did not work and the unit was ruinedi find this a desperate move by a company that knows it screwed up but won't admit it.
Regards,
*** ***
First and foremost, I want to thank Mr. [redacted] for his important review. Without both positive and negative feedback as a service provider we will never improve on the already high standards of service I expect of our team. I personally spoke with Mr. [redacted] and corrected the amount of the...
invoice. Mr. [redacted] then allowed me to send a field manager to complete the services that were not completed the first day. It is our policy upon repairing any issue to then complete a diagnostic by doing a complete check-up to be sure all issues have been addressed and corrected. Upon completing the remainder of the check-up the office did follow-up with Mr. [redacted] to be ensure he was satisfied. We strive to make it a point to satisfy every customer and when we fall short, given the opportunity to make it a satisfying experience I believe we can reach our goals as a team. Thank you, Mr. [redacted], for the opportunity. [redacted] Vice President of Operations
March 31, 2015RE.[redacted]I totally understand the customer's frustration with thisparticular unit.Evergreen did stand by its 1 year parts and labor warranty.We were instructed by the manufacturer every time we were called out to performany work on the unit.[redacted] recommended us to change out...
the heat exchanger that was compromised,we did with the customer's permission.The customer knew up front the cost of the replacement because the unit was notcovered under our warranty any longer as the warranty had expired on 12/14/11.When we were called the second time we again did what [redacted] recommended.I understand the customer's frustration with this unit but unfortunatelyEvergreen did not manufacture this unit.We always try to help our customers with any manufacturer's defects and thiswas the case here also.We feel, we did everything possible to help this customer and we are notresponsible for a unit that was recalled and compromised by the manufacturer.We did all we could to correct the issue and we are not responsible for anyrefund to the customer.The customer has also stopped payment through the credit card company he usedfor payment and we are in arbitration for that issue as well. In essence the customer did not pay as of right now. As Evergreen has notcollected the money from his credit card.
It was absolutely not irresponsible for us to follow the protocol of the manufacturer, it was mandatory for us to do so. When work is done on any boiler it is required by the manufacturer for the contractor follow their instructions and guidance. Protocol must be followed in order for the manufacturer to stand behind their product. As Mr [redacted] said, Evergreen Plumbing's warranty on labor had expired and then the system failed. This boiler actually had a recall and should have been replaced with an upgraded model. Unfortunately, Mr [redacted] did not respond to the manufacturer's recall but instead hired another contractor to replace the boiler. Evergreen responded to all Mr [redacted]'s requests including asking us NOT to replace the heat exchanger the second time which was covered under manufacturer's warranty because he would have had to pay the labor charge. We absolutely provided service above and beyond what would be expected and spent countless days working with Mr [redacted] and the manufacturer of the boiler to resolve every issue this boiler developed.The following is the review Mr [redacted] gave Evergreen Plumbing and Heating. [redacted]Westerly, RI3/2011 In all Our experiences with service companies,and there are many because We own multiple investment properties, This is just about the most pleasant experience We’ve ever had . From the prompt and courteous way the initial estimate was done. The professional Advise in dealing with the town public works dept. And the start on time and completion on time of what I thought to be a complex project. Evergreen plumbing ,and especially [redacted], its president, Handled this easily with great results and at a very reasonable price. I will certainly recommend them to all My friends .
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 # ***Please add your rejection comments below. Blaming *** by saying Evergreen was "just following their instructions" is sympomatic of the p***lem I have described It is irresponsible to know that a unit is leaking water on electrical components and ignoring the situation It was evident to Evergreen that the "fix" (regardless of who recommended it) was inadequate and ultimately resulted in the failure of the system And, while Evergreen's warranty on labor may have expired, I still had a warranty on parts Had I been given the option, I would have agreed to on once gain replacing the heat exchanger As onerous as this would have been, it would have been better that a complete system replacement which ultimately cost many times the cost of a new Heat Exchanger The following is a quote from Boucher Plumbing whom I called in when it became clear to me that Evergreen was not properly addressing this p***lem "Actually, *** showed me the photos of your system this afternoon and it still surprises me when I see equipment which seemingly has been installed/maintained without proper consideration of manufacturer specifications. without proper consideration of manufacturer specificationssurprises me when I see equipment which seemingly has been installed/maintained without proper consideration of manufacturer specificatioshowed me the photos of your system this afternoon and it still surprises me when I see equipment which seemingly has been installed/maintained without proper consideration of manufacturer specificationsFrom what *** said certain interior *** components were exposed to moisture and may have been compromised beyond what was evident and repaired today.? When I send you a copy of your paid invoice it will have a comprehensive scope of work and I will also include photos providing visual detail to his diagnosis and repair
Regards,
*** ***
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 # ***Please add your rejection comments below.This is total fiction I never received anything about a recall and I certainly would have expected Evergreen to let me know about any recall Is there any proof of this claim? I called *** and they had no information on a recall Also, I was never asked about replacing the heat exchanger again Why would I continue to have a faulty exchanger leak on components and have them continue to fail? Does this make any sense at all? I thought that evergreen had fixed the faulty heat exchnager with an expoxy, but this did not work and the unit was ruinedi find this a desperate move by a company that knows it screwed up but won't admit it.
Regards,
*** ***
First and foremost, I want to thank Mr. [redacted] for his important review. Without both positive and negative feedback as a service provider we will never improve on the already high standards of service I expect of our team. I personally spoke with Mr. [redacted] and corrected the amount of the...
invoice. Mr. [redacted] then allowed me to send a field manager to complete the services that were not completed the first day. It is our policy upon repairing any issue to then complete a diagnostic by doing a complete check-up to be sure all issues have been addressed and corrected. Upon completing the remainder of the check-up the office did follow-up with Mr. [redacted] to be ensure he was satisfied. We strive to make it a point to satisfy every customer and when we fall short, given the opportunity to make it a satisfying experience I believe we can reach our goals as a team. Thank you, Mr. [redacted], for the opportunity. [redacted] Vice President of Operations
March 31, 2015RE.[redacted]I totally understand the customer's frustration with thisparticular unit.Evergreen did stand by its 1 year parts and labor warranty.We were instructed by the manufacturer every time we were called out to performany work on the unit.[redacted] recommended us to change out...
the heat exchanger that was compromised,we did with the customer's permission.The customer knew up front the cost of the replacement because the unit was notcovered under our warranty any longer as the warranty had expired on 12/14/11.When we were called the second time we again did what [redacted] recommended.I understand the customer's frustration with this unit but unfortunatelyEvergreen did not manufacture this unit.We always try to help our customers with any manufacturer's defects and thiswas the case here also.We feel, we did everything possible to help this customer and we are notresponsible for a unit that was recalled and compromised by the manufacturer.We did all we could to correct the issue and we are not responsible for anyrefund to the customer.The customer has also stopped payment through the credit card company he usedfor payment and we are in arbitration for that issue as well. In essence the customer did not pay as of right now. As Evergreen has notcollected the money from his credit card.
It was absolutely not irresponsible for us to follow the protocol of the manufacturer, it was mandatory for us to do so. When work is done on any boiler it is required by the manufacturer for the contractor follow their instructions and guidance. Protocol must be followed in order for the manufacturer to stand behind their product. As Mr [redacted] said, Evergreen Plumbing's warranty on labor had expired and then the system failed. This boiler actually had a recall and should have been replaced with an upgraded model. Unfortunately, Mr [redacted] did not respond to the manufacturer's recall but instead hired another contractor to replace the boiler. Evergreen responded to all Mr [redacted]'s requests including asking us NOT to replace the heat exchanger the second time which was covered under manufacturer's warranty because he would have had to pay the labor charge. We absolutely provided service above and beyond what would be expected and spent countless days working with Mr [redacted] and the manufacturer of the boiler to resolve every issue this boiler developed.The following is the review Mr [redacted] gave Evergreen Plumbing and Heating. [redacted]Westerly, RI3/2011 In all Our experiences with service companies,and there are many because We own multiple investment properties, This is just about the most pleasant experience We’ve ever had . From the prompt and courteous way the initial estimate was done. The professional Advise in dealing with the town public works dept. And the start on time and completion on time of what I thought to be a complex project. Evergreen plumbing ,and especially [redacted], its president, Handled this easily with great results and at a very reasonable price. I will certainly recommend them to all My friends .