Fresh Floors and Walls Inc

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
Regards,

Hi, I am sorry that you feel this wayWe called as recently as January 18th and left a voicemail asking for a return callWe have located two calls that provide the informationWe would love for the customer to return the call to listen and we can resolve this issue

Complaint: ***
I am rejecting this response because:
At this point in time, we are not prepared to accept this business response until we are notified by the *** *** Construction Department that the required permit has been filed by Petro The Construction Department has told us that only Petro can file this permit; not the homeowner We have received a "Notice of Violation and Order to Terminate" and a "Construction Violation" dated September 13, (see *** Construction Violation attachment 1) This is because Petro did not file a construction permit required by NJAC 5:23-2.31(b)for the installation of a Hot Water Heater on August 29, (see Petro Invoice attachment 2) Per the letter from *** Construction Department we are ordered to terminate the violations on or before September 23, 2016.We are willing to close this complaint when all of the following conditions are met: 1.) the permit is filed by Petro and we receive this confirmation from the *** *** Construction Department, 2.) the installation passes inspection or if it fails inspection all issues are addressed by Petro at no additional cost to us until the work passes inspection, 3.) we have confirmation from *** *** Construction Department that we will not receive any penalties or if any penalties are levied then they are paid for in full by Petro due to their failure to obtain required permit
Regards,
*** ***

As per your conversation on 2/6/with Rosa D, we will accept the offer for the 12/30/delivery. Future deliveries will not be negotiated as our prices are not incorrectMrs*** we are glad that you have decided to stay with us as a valued customerAs far as the service agreement you decided to have no agreement at this time but remember we can extend the for the following year. You do have a hour call bwhich is not permission just a courtesy call to let you know when we are delivering If you need further assistance feel free to give us a callTell us why here

Hi Mr***, Thank you for being a loyal Petro Home Services customerI apologize that you endured this issue and will be more than happy to accommodate your requestA supervisor will be calling with the credit amount that we will be issuing Regards, *** ***Customer
Service ManagerPetro Home Services

Tell us why here...Hello: I have worked with the Service Manager, John *** in an effort to correct any error that may have occurred because of Petro Home ServicesWe have concluded that no error has occurred that we would be responsible forWe were requested to come in and perform a service by one of our valued customersThis customer had received a misdiagnosis from two other companiesWe weren’t there to evaluate an issue that had been diagnosed by two competitorsWe hold firm that we handled the needs of the customer as requestedIt was concluded that the error in the misdiagnosis could have been a result of a lack of maintenance (not performed or requested by Petro Home Service) Petro Home Services values all of our customers and appreciates their loyaltyHowever, we can’t be held accountable for something that we didn’t doWe successfully installed a new Heat Exchanger at the customer’s requestAs explained to the customer, the only way to evaluate and diagnosis this issue was to use the records of usage and other components, which we didn’t have access to, as he wasn’t a customer at the timeAs such, there is no way this could have been evaluated in a one time visit in which we were there to handle the installation of a Heat Exchanger Petro Home Services is always willing to go the extra mile for all of our customers and provide optimal customer service, which we did in this instanceWhen we left, the home had heat which was our goal and that of the customerWe hope to be able to properly assist our customer in the future with any maintenance and home services needs

Complaint: ***
I am rejecting this response because:
They have not addressed the issue at all We cancelled the service and they delivered the oil anyway Petro can't find the call but they still can't explain how I know that our next oil delivery was scheduled for November or why they came early in October Clearly, we did not need oil at the time they had delivered itThere was plenty in the tank and we had notified them that we were converting to gas heatThis was a simple attempt to get one last oil delivery in despite the fact that Petro was notified that we don't want any further deliveries In addition, the only calls we received are a barrage of collections calls and a message offering to play back calls that we have already determined are the wrong ones There has been no effort to take back the oil that I did't want and can't use since we have converted to gas heat
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
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
Regards,
*** ***

Hi,Thank you for reaching out to us. I apologized that we weren't able to resolve your issue. However, I have reviewed all of the notes as well as the recording of the call and all procedures were followed correctly. Petro Home Services values all of our customers and appreciate the loyalty through...

the years. We haven't done anything erroneously, however, in the interest of customer service will credit half of the early termination fee that is due. I am not able to waive the entire early termination fee as based on the notes and the recording, the pricing plan was accepted and agreed upon. Please let me know if this is acceptable and I will make sure this is waived.

At Petro, we take pride in ensuring our customer’s satisfaction. We are disappointed that you feel our prices did not fluctuate during the time you were a Petro customer. Upon thorough review of the account we confirmed you received 3 deliveries from us, all priced differently from 1st...

to the last delivery respectively as follows $3.499, $3.299 and $3.649. We feel we have adhered to the terms and conditions of our mutual agreement confirmed when the account was established.  While we respect the comments you made on your Revdex.com complaint it does not match our records in its entirety. It’s important to keep in mind that every company operates differently and have their own governing rules in place to manage their business. Also, most companies do not have the ability to respond to service or delivery issues in the way Petro does, all comparisons should be based in direct comparison to services and products offered. We thank you for your doing business with Petro.If you have any further questions or comments regarding this matter, please feel free to contact our Customer Service Manager directly:

The unit that was installed 3 years ago doesn't have a lifetime of part coverage and or labor warranty.  Please refer to your warranty coverage information through the manufacturer. On the account there is a heating service plan which is for the heating season and the coverage details...

is available online for our customers convenience.  The blower wasn't replaced it was the run capacitor which isn't covered under the heating plan on the account - cost would have been approx. 150$ which was not billed as a courtesy to our customer. We did however charge for diagnostic fee as we sent out a technician during the summer to perform work. This account doesn't have an air conditioning plan on the account which would have waived that charge if call took place during business hours. Mrs. Baker has been a customer of over 5 years and because we value her business will offer to split the cost of diagnostic fee as a courtesy to her. Best Regards,Rosa [redacted]Customer Service SupervisorPetro Home Services

This installation was done as an emergency for a downed hot water heater under manufactures warranty. We have been in contact with the town and permits are being applied for. The town of [redacted] stated that the fine will not be applied to the homeowner. Sincerely,Petro Home Services

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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.
The permit was issued on Friday, October 21st and the plumbing inspector gave approval of the installation on Monday, October 24th.
Regards,
[redacted]

The price range of $2.069-$2.119/ gal is an average price of home heating oil and cod combined, it is not the price of what our company is charging per gallon. How the ceiling plan works is your price will fluctuate with our cost, but never to exceed your ceiling price. The day you received the...

oil delivery the price was correct of $2.649. We are not price gouging any of our customers every company price is different depending on their services they provide. We as Petro offer plumbing, 24/7 service and customer service representatives are available to take calls, fleet of delivery trucks and service vans, service agreements, smart pay, auto payments, online billing...etc. This is included in the cost of our business. I can understand how upset you may feel about the price, but we are not able to make an adjustment to the price per gallon. You do have a service agreement that will renew in February 2017 and I can renew that service agreement at $169.95 that is the same Value Service Plan that you have now on the account.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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] Thank You very much For your assistance in this matter. I appreciate this very much.Thanks also to  Petro for the waiving of the termination and late fee on my account.Please forward this e-mail to Petro Home Services.Sincerely,[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.

I understand your concerns and are looking to resolve this quickly for you. The permit was applied for in person on 09/22/2016. Our installation Supervisor spoke to the building official in [redacted] ([redacted]) who stated that your are not  going to be fined and that he would call us when the permit was ready.  At that time we will call you and notify you that the permit is ready. You will then need to go to the  building department to pay for the permit  and schedule an inspection.  We will follow-up as soon as we here something.   Petro Home Services

Petro Home Services appreciates your loyalty and wish to only provide outstanding customer service at all times. I apologize for the miscommunication we have experienced. The Petro Home Services team continued to contact you in an effort to be sure that you wanted to terminate your service and...

perhaps provide you with additional discounts. I have received your correspondence and am truly saddened that you have chosen to end our relationship. As requested, your account has been terminated. Please know that we do offer a variety of different services which include plumbing, air conditioning and even home automation. In the event you are in need of our services in the future, please do not hesitate to contact the Petro Home Services team.  Again, thank you for your dedication to our company.

Complaint: [redacted]
I am rejecting this response because:
I just spoke to the [redacted] Construction Department ([redacted]) on Monday, October 3rd at 3:40 PM.    Petro has recently submitted the paperwork for the Building permit for the Hot Water Heater installed on August 29, 2016, however, to date, Petro has not paid the fine levied against them by [redacted].    The [redacted] Construction Department has informed me that they will not issue the permit to Petro until both the fine and the permit are paid.
Regards,
[redacted]

We appreciate the loyalty of all of our customers and don't want to see them leave. We pride ourselves on offering outstanding customer service to all of our customers by providing 24/7 coverage and many other benefits. It appears there was a misunderstanding with the pricing plan. A supervisor has...

called the customer back and explained in great details the pricing plan and how it works. We were able to offer the customer a credit. Unfortunately, the customer is not happy with the pricing that we have offered and has decided to close the account. We will close the account, apply the credit and the balance will be billed to the card that we already have on file with the customer. This information was relayed to the customer and the issue has been resolved. Once again, however, the loyalty of our customers is sincerely appreciated and we hate to see the customer leave. Please remember the level of service that we offer here at Petro Home Services.