Freedom Roofing Company

Our technician found the system low on refrigerant and gave an estimate for adding refrigerant and performing a leak search The client approved the estimate and the work was completed.The result of the leak search found the coil was leaking, our technician then recommended that the coil be
replaced, at that time the client declined to have the coil replaced.We have attached the approved estimate to add the refrigerant and perform the leak search, and also the invoice stating the work was completed and we recommended replacing the coil

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
The business provided me with an estimate of $for a larger scope job, the person who provided me with the verbal quote indicated that the smaller scope job that was ultimately performed would not cost the $Then, after the job was done the story changed and the business then said that the $would have been the cost regardless of the scopeThe owner called me and I explained this to him, he said that he was not aware of this full story and that he would speak with those who might have misled meWe agreed on settling on the job for $so this can be closed
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
The service was never fully completed by themWe paid $up frontAfter hours of attempting to convert stove the technician said he couldn't get it and leftWe completed ourselvesBolden Brothers did not completeWhen I called to discuss credit the lady was rude on the phone and said it was a billing errorI told her I would like someone to contact me about the conversion creditI was never contacted.
Regards,
*** ***

The client had a new hvac system installed 7/8/and inspected by New Castle County which came with a manufactures warranty of parts warranty and year labor The client had the air conditioning maintenance completed on 7/21/15, where we found that the capacitor and the contactor were
operating outside of the manufactures specs and we recommended that they be replaced The client called us back to have the ac unit inspected and complete the work that was previously recommended Upon arrival on 7/31/our tech found the cause of the call was unrelated to the previous recommended repairs and the blower motor needed to be replaced The client decided to have the blower motor replaced now and wait to have the contactor and capacitor replaced until a later date On 9/10/the client called back to schedule an appointment as they were having issues with the ac unit cooling On 9/11/our technician found the unit was low on refrigerant and recommended performing a leak search to determine the cause The client declined at that time The client was unhappy with the unit breaking down and the cost associated with the repairs, we offered to do a leak search at no charge for the client We completed the leak search and found the evaporative coil and recommended that it be replaced and the system not operated until it is replaced to prevent other damage The client declined the repairs at that time Although the system is years old, it has reached the age the repairs begin to start being needed, the warranty is valid and helps offset the costs of repair

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
EmpowerAbility LLC
I have viewed
the business' response to the complaint and reject the response because the
information provided is inaccurate
First: The
kitchen faucet was purchased through [redacted] Plumbing in Wilmington and per
both the plumbing supply company and manufacturer ([redacted]), the faucet is
compatible with the current sink. The
issue is the installation, for which the plumber did not follow the directions
provided by the manufacturer, nor did he take the advice of the plumbing supply
company to contact [redacted] technical assistance when he was having difficulty
Further, the homeowner's request, upon advisement from the plumbing supply
company on 06.17.2015, was for the plumber to speak with [redacted] technical
assistance to problem-solve the installation concerns. This was not done
Second: the homeowner is not satisfied with the
installation of the faucet, as it has been installed incorrectly, which was
reflected on the invoice provided to the homeowner (see attachment). The plumber's report to the homeowner on
that he "misdiagnosed" the job further corroborates this claim. The homeowner's request on was for
the business to complete the job and complete it correctly, per the
manufacturer's guidelines. This is a
basic expectation when requesting and paying for home improvement
services. Further to the discussion with
the plumber on 06.23.2015, the homeowner cited the [redacted] faucet limited
warranty concerning "damage incurred in installation, repair, or replacement
as well as any other kind of loss or damages are excluded" from warranty
coverage. The homeowner further cited
concern regarding hiring a second contractor to complete the work that was
initiated by Boulden Plumbing, as a second contractor will not guarantee work
when a first contractor has already started a job
Per the phone
conversation with the business on the morning of 06.23.2015, Gabe reported that
the business would be sending a different plumber to the house to inspect the
work completed by the first plumber.
This did not take place. Upon advisement from [redacted] and the plumbing supply company, the homeowner has scheduled the [redacted] area rep to come to the house to
review the installation.
Third: The
company is not providing a 100% refund for the incomplete installation of the
kitchen faucet. The invoice provided to the Revdex.com is
manipulated. I have attached a copy of
the invoice sent to me via email (1-invoice and 2-screenshot of actual email). This
invoice was provided to the homeowner upon request and was sent via email on
6/17/2015. Please note that the invoice
presented to the Revdex.com and the invoice provided to the homeowner are not the
same. The following discrepancies between
the two invoices have been noted:
1-invoice number, 2-invoice date, 3-order of items to be completed,
4-control number for tasks to be completed, 5-missing coupon for $off total,
6-date of work completed, rendering the invoice provided by the business to the
Revdex.com to be suspect.
Desired
Outcome:
1-Ability to
hold Boulden Plumbing accountable for their work on the kitchen faucet to have
recourse with [redacted] faucet warranty
2- Refund of quoted kitchen faucet installation fee of $(verbally quoted to the homeowner on 06.12.2015, for the kitchen faucet installation). Regards,
[redacted]

Hello, I spoke with our plumbing manager and reviewed your service history. It appears as though we were advised of the leaking issue one year after the repair was made. Had we known about it sooner we could have address the issue immediately and the damage would have been less intense. After...

the service call on February 9th it was determined that we needed to install a new saddle valve, and that we would replace that part at no charge to the client even though there was a year lapse between the installation and the time of the service call. At that time, we advised the client that the saddle valve is a special order part that must come directly from the manufacturer and that it would take several business days to obtain that part. The plumbing manager, [redacted], made numerous calls to the manufacturer  and even sent a technician to their warehouse on two occasions in order to obtain the part in a timely fashion. Once we received the part, we went out to install it and found that the leaking problem mentioned in the clients complaint was a completely separate issue from this repair. The part was installed at no charge to the client.

The image we provided is not an invoice it is a view into our system showing the itemized costs.  We have offered and processed a full refund for the $205 the customer paid for the customer supplied faucet.

[redacted] is no longer employed by us and his last day was August 6th which caused a gap in communication on our part and we apologize for that. Our responses to the Desired Settlement are:1)  Our current insurance company does not allow us to sell tanks so we cannot give Ms. [redacted] a price on...

the tank.2) We will remove the tank in a professional manner upon notice from Ms. [redacted] that the tank is empty in a period not to exceed 90 days.  We will require up to two weeks notice to schedule the removal and will need the ground to be dry and firm to minimize the impact to the property.  Ms. [redacted] will need to move her truck and trailer so we can access the yard through the gate and avoid damaging the fence.  We will back fill the hole and any other areas disturbed during the removal and put down grass seed.  We will contact Miss Utility to mark any public utilities on the property but will require a hold harmless agreement signed to release us from liability in the event of damage to any private (homeowner) owned utilities. (IE. sprinklers, private electric lines, etc.)  Copy attached.3) Ms. [redacted] has been in email contact with Stephanie in our office.  At this point we believe email is the best form of communication for both parties to avoid further miscommunication.  If Ms. [redacted] would feel more comfortable she can cc: [redacted] which will forward to [redacted]4)  We will consider this.If this is acceptable to Ms. [redacted] we ask that she email [redacted] with her approval.

Boulden Brothers does not own the propane system at [redacted] [redacted].  We simply provide gas to the tank, read the meters, and bill for the gas that the meters show has been used.  If Mr. [redacted] has concerns abouthow much gas he is using he needs to direct that concern...

to the apartment complex.  If they agree that the usage is not in line with other apartments they will direct us to change out the meter.We read meters on or about the 28th of each month and statements are printed and mailed within 3 business days of the end of the month.  April’s statement, a copy of which is attached, was mailed May 5th.  Payments are due in full the 20th of each month.  Mr. [redacted] and his roommate had not made a payment since 4/2/15 which was for February’s meter reading and were over two months in arrears. Before we disconnect service we hand deliver a door hanger notification, which was done on 5/7/15.  Since we did not hear from Mr. [redacted] or his roommate the gas was turned off on 5/19/15.  Mr. [redacted] called in on 5/19and was belligerent to our staff and used some foul language which we will not tolerate.   We don’t know where Mr. [redacted] claims he saw a charge of $150 to restore service.  Attached are copies of the intro letter to all tenants showing our billing policies which clearly states $198.  We have also attached a copyof a disconnect notice which again shows $198. We are willing to split the $198 lock out fee which would leave a current balance due of $116.39, which would need to be paid prior to us restoring gas service.  Mr. [redacted] can call [redacted] at [redacted] to make payment and arrange for his service to be restored.

Hello, We truly do wish to satisfy Mr. [redacted] however we only use one mail source. This is the only letter we have sent out. Please have him provide the document he has to we can see if he is thinking of the correct company.

We installed a gas line and converted the customer’s stove on 4/5/16.  The technician completed the conversion and performed a leak check on the piping system.  The [redacted] paid the technician $934.00 at the time the job was done.  We didn’t hear anything from the customer about the job...

not being complete.  There was a billing error in our office and the charge for the job ($934.00) was not put on the customer’s account until 8/29/16.  This resulted in a credit on the account until the job was posted.  There was never a credit for the job not being complete because the job was complete.  A delivery was made to the [redacted] on 4/3/17 for $70.88 and tank rent of $52.47 was charged to their account on 4/30/17.  Despite numerous attempts to contact Ms. [redacted] for payment we were unable to reach her and we removed the tank on 8/16/17 for non-payment.  They were charged an early termination fee (we set the tank at no charge based on a 3 year purchase agreement) and were credited for the gas in the tank at the time it was removed minus at 25% restocking fee.  All these fees are outlined in our tank service agreement which the customer signed.    We were not notified of any property damage until Friday 9/15/17 and have not seen proof of any damage as of yet. We believe the current balance on Ms. [redacted] account of $739.33 is correct and accurate.  However, we can waive $89 from the tank removal fees for a total balance due of $650.33.  Once we are provided proof of the damage to the yard we will remediate the damage by filling with top soil and seeding.   $500 is an exorbitant amount to fill in ruts.

We received Ms. [redacted] call on 10/4/16 informing us she was moving 10/6/16..  A final meter reading was done on 10/7/16.  On 10/20/16 a credit refund was processed for $144.45 ($150 deposit minus $5.55 balance on the account).  Normally we process refunds in 2 to 3 weeks....

 However, the person that signs the checks was on vacation last week so no checks were printed.  Checks will be printed by 11/2/16 and mailed by 11/4/16, including Ms. [redacted] refund check which will be mailed to [redacted]

We are aware of the issue at the client home and have submitted an insurance claim to our insurance company.The insurance company should be contacting the client to schedule a time for the adjuster to inspect the damage and approve the claim.  This must be done before any work can be completed....

 We apologize for the situation and will repair any damages from our mistakes.After the adjuster inspects the home we will have more details of the plan to correct the issues and satisfy the customer.

Client was given an estimate for $812 to replace a section of drain line under concrete, and was authorized and completed. I have attached the signed copy of the estimate and invoice with the acknowledgement of the work completed to satisfaction.

We installed a client provided R/O system on April 29, 2016. The client calls in over 9 months later, 2/9/2017 and claims that the R/O system has been leaking since it was installed. At this point, and at no fault of Boulden Brothers, the damage to the clients cabinets has already been done, without us ever even knowing the system that the client provided was leaking. We sent a technician out immediately, and the  technician recommended that since the system was leaking, a saddle valve should be installed. We began to quote the client a price, since it was no fault of our own, nor did we provide the R/O system. The client immediately got angry, and in efforts to keep the customer happy, we generously told the client that we would install the saddle valve for free. [redacted], the plumbing manager, even located and picked up the saddle valve for the client and we went out and installed it.  If we were made aware of the leak as soon as it started happening, this whole situation could have been avoided. I am not sure what else we could have done differently. We have all the invoices, and all client recorded phone calls. Please give me a call if you have any questions. Respectfully,  [redacted]
[redacted]

The client was contacted on 12/3/2015 and scheduled the installation of the new outdoor unit for 4/13/2016 as his request. We have discussed the destination fee multiple times with the client.  His warranty covers parts and labor, but does not cover the fee for the technician to arrive....

 The warranty is through the manufacture of the equipment and can be honored by any dealer, which may charge a different fee.  If the client would like to continue to use Boulden Brothers for service the fee will be charged.

The customer supplied faucet does not fit correctly in the customer's sink and we were not able to install it properly for all functions to work.  The client was upset that we could not install it and insisted that we continue to try to get it to work.  Since we were unable to install it...

properly or guarantee that we could install it properly we offered a 100% refund of the amount to install the customer supplied faucet.  Our computer system does not allow us to itemize our invoices to the clients, but I have attached a screen shot of our system where you can see the tasks and the costs associated with them.  You can see that the charge was $205 to install the customer supplied faucet and we will refund that amount to the client.  The client should receive the refund 7-14 days.

In regards to the complaint filed by Mr. [redacted], there are several inaccuracies within his statement. It is stated that we offered a $4500 air conditioner for $995 which is exactly opposite. In the letter that Mr. [redacted] received, we offered a $4,270 furnace for $957 with purchase of an off-season...

air conditioner. This is for standard efficiency equipment and price varies based on size and SEER rating which is also stated in the letter. Additionally, there is a 12-year warranty on the equipment however the homeowner is responsible for maintenance by an authorized dealer to keep the warranty effective. That does not mean he has to come use our services for his warranty to remain in good standing. To address the last point about paying more if he had better credit, like many companies, we offer a cash discount to all of our clients. He did not pay less because of his credit situation, he took advantage of the cash option. We did try to explain all of these things to Mr. [redacted] but at this point he is not willing to hear it. I have attached a copy of our offer to this email.   Please let me know if you have any questions.       [redacted]
[redacted]
[redacted]

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]

We do not give itemized invoices or breakdowns for time and material.  Our pricing is by the job, and the tasks required to complete the job.The client spoke with multiple people in our organization expressing her concerns on the price, and that she feels that we were taking...

advantage of her with the price.  She stated she expected the bill to be a couple hundred dollars, after explaining how our pricing works we offered a one time discounted price to satisfy a customer.  The client still was not happy and wanted to speak with the managers supervisor.  During that discussion the client stated how she felt about every person she has talked with, and that we were taking advantage of her.  We explained the technician should have had written authorization prior to performing any work, but because she was so verbally adamant that he “just do the work”, he completed the work without written authorization and just the verbal authorization.  We advised the client that in the future we will require that all work be authorized in writing, and payment authorized prior to any work is performed to protect her and the company and to insure there is no miscommunication.We have processed a refund for the discounted amount and the client should be receiving it in the mail in 7-14 days. [redacted]Boulden Brothers Plumbing, HVAC, & ElectricOperations Manager