Frank & Lindy Plumbing and Heating Service

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** And *** ***
They will not be charging us the full
amount

Review: Warranty was 6 days past the warranty and they would NOT honor my warranty. Second time the same piece of equipment malfunctioned.Desired Settlement: 648.00

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

[redacted] And [redacted]

They will not be charging us the full amount.

Review: On 5/** a craftsman from F&L came to my house to solve a minor plumbing issue. He charged $95.58 on my credit card. When I rec'd my monthly statement, I found a duplicate charge for the same amt. (5/** & 5/**). I called the cc company (Citi) & explained the situation. They said they would look into it. On 7/**, I rec'd a letter from Citi saying that I should call the merchant. On 7/**, I called F&L & said I wanted to discuss two issues with her. (1)There was the dbl. billing for which she apologized & said it would be corrected that day (7/**). (2) I also asked about a "free lifetime start-up" for my new EK boiler installed on **/**/2009. She said I was mistaken, that was only for the 1st yr. after installation. On 7/** & 7/**, I checked my cc statement online - no credit. Called [redacted], she said it would take up to 72 hrs. to post the credit. On 7/**, still no credit. (2) Located my receipt for the boiler w/ statement: "We installed new EK boiler w/storage tank w/lifetime start-ups to purchaser". On 8/** & 8/**, no credit. Called [redacted] - WHY? Now she says I have to speak to a person named [redacted]. Would I care to hold, she's on another line? NO! enough IS ENOUGH!Desired Settlement: A timely refund of $95.58 to my credit card. An explanation as to why she says NO to free lifetime startups when my receipt clearly stated YES. Either she doesn't know what she is talking about, or she deliberately lied to me, but she showed no hesitation when she answered me. When the boiler was installed, the mechanic said they would send me a manual included in the installation price on this particular boiler. When I called F&L, at the time, they said NO. How can I have confidence in a company that acts like this? I know I certainly can't recommend them to my neighbors.

Business

Response:

We are in receipt today of complaints issued by you to both the Revdex.com and the Department

of Consumer Protection. One of the complaints you had made was in reference to an overcharge on your credit card.

We were surprised as we had already refunded the amount of$95.56, to your credit card on August **, 2013, and sent

you a letter, (copy enclosed), with a copy of the actual refund. We are sorry if this was not done in a more timely manner,

but it was brought to my attention on August **, 2013, and was handled immediately when it arrived on my desk.

Your complaint also indicated that someone in our office made a statement to you that you were not entitled

to the lifetime season checks on your Energy Kinetics Boiler we installed in December of 2009. This is the first time I had

heard about this and I can assure you that your contract clearly states that you are entitled to yearly checks on

the boiler as long as you live in your home. This contract is for you for as long as you live in your home and will not be

extended to any future owners if you did sell your home.

We sincerely apologize for any inconvenience any of this has caused you. We appreciate your business and work very hard to

be sure that our customers have a more than positive experience with Frank & Lindy Service Company.

If there is anything further we can do for you, or if you have any questions or need clarification on any of the above, please feel

free to contact me personally at ###-###-####, or by email at [redacted] · ·

PAGE 2:

Dear Mr. [redacted],

It was brought to my attention this morning that you had telephoned our office in reference to an overcharge on your credit card

by our company.

I checked in to this and found that our technician who ran the credit card from your home failed to write the approval

number down on our service ticket..Therefore, when the paperwork came in to the office, the card was run again.

I sincerely apologize for this error and I made sure that your credit card was refunded in the amount of the overcharge

of$95.56 (copy enclosed), today, August **, 2013.

Please accept our apology as these kinds of things don't usually happen, but unfortunately, sometimes mistakes are made.

-We thank you for your business and we again apologize for any inconvenience this has caused.

Business

Response:

Hello [redacted],

Thank you for forwarding the response on this complaint from Mr. [redacted]. As discussed, this credit was issued to the

customer on August **, 2013. The customer has now been credited twice as he also contacted his credit card company

and we were issued a charge back from our credit card company which deducted an additional $95.56 from our account

after we had already refunded this amount. We have no idea of why this credit has taken so long to show up on Mr. [redacted]'s

account, but, he will now see that his account has been recharged the amount of $95.56, as the credit card company will

now send us back this amount as it had already been refunded.

As I explained, this matter arrived on my desk on August **, 2013, and it was taken care of on August **, 2013. I understand

that Mr. [redacted] says he has spoken with others in our company and I certainly never doubt a customer. However, all refunds are

issued by me, and I can assure you that the copy of the refund that I am sending to you is an actual document from our credit

card provider. I have also checked with our provider and was assured that the credit was applied to Mr. [redacted]'s account. We have

been in business for fifty five years this year and customer service is something we take great pride in. We are very concerned

about the experience any customer has with Frank & Lindy Service Company, and getting complaints such as this are very rare

but we are sure to make things right for our customers. We don't know what else we can do at this point to prove that we have issued

this credit.

I am in hope that this matter can now be considered closed as we did take care of this matter as promised.

We are truly sorry for any inconvenience this has caused Mr. [redacted], but we also know that we have done what needed to

be done to correct this matter as soon as it came to my attention. We thank you for your time and will consider

this matter closed unless we hear differently.

Our scanner is down right now, if you could please send me a fax number, I will happily send you a copy of the refund

receipt for Mr. [redacted].

Respectfully, [redacted]

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Technician was very knowledgable and honest.

Dan R[redacted] is an excellent service specialist. Our complicated German oil burner has been a problem for a very long time. Dan fixed all the problems and cleaned up all the ineffective debris. He also has a great personality. It is rare to find such talented people. He is a real class act.