Garrity Blvd. Auto Body Inc.

I am glad to see that Poirier agrees that the customer is always right. Needless to say, this entire complaint process with the Revdex.com could have been avoided had they returned my calls, taken care of the plumbers bill they asked me to send etc... They did not. As of today, 9/28/16, I am waiting for their check
Regards,
*** ***

We understand the customer's frustration with a product that does not operate properly from the factory. We do apologize for the inconvenience the customer experienced. This is why an original credit of $was offered and accepted. The additional years of service was offered
at the time we expected to repair the 1st unit and wanted to give the customer added comfort and protection against failure for an extended period of time. Unfortunately, that first unit proved difficult to repair and a new unit was exchanged for the customer with no service issues - this is why we did not offer the extended warranty on the second unit. But, if the customer feels she is not being treated properly because the extra years of service was not offered on the second unit, we can certainly offer that again and process this extended warranty once we hear back from herThe refund of $is still offered in addition to this extended warranty.As *** *** is off today, *** *** called Ms*** today and left this same offer on her answering machine at her contact phone number listed on this complaint

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

This is a follow-up to complaint number [redacted]. The replacement unit I received in October 2017 has issues as well and I want to return the item and obtain a refund.I want the item returned and my money refunded. I do not have the time or resources to continue placing service calls and coordinating/attending service visits.

Most of what the customer wrote is true : Our tech did replace the relay and gas coils due to the unit not heating. The customer did call back and say they were getting a gas smell so we sent another tech out and determined the unit needed a gas valve…the part was ordered and received and...

for some reason we did not call the customer back to reschedule the call, so they came into the store and came to the parts counter on 08/9/16…. I know they said they waited 20 minutes but I would NEVER make a customer wait that amount of time unless I was home and had to drive to [redacted]….. I will say it did take me a minute to look over the history and I found that the part did arrive….. I went to the counter and apologized and said I would have [redacted] out that afternoon which they agreed to, once the service call was completed we did not hear from the consumer until 08/25/16 when the new home owner said they have a gas smell …. We did have [redacted] scheduled to come out and look at it but they cancelled, please know that [redacted] did test the dryer for approx.. 30 minutes before leaving, could we have missed something? Of course. What Mrs. [redacted]'s  plumber replaced was the gas flex line which we are not allowed to replace … you need a licensed plumber to replace gas line…. This is something we NEVER would have been able to do …. Both [redacted] and myself have reached out to the [redacted]s on numerous occasions to speak with them…. The parts on the dryer that were replaced WERE needed. If you want to credit the customer back what they paid that’s fine she paid the $139 flat rate and she paid for the relay $47….. she originally paid $35 for the gas coils but Sue credited that back to them…. I never charged her for the gas valve due to our neglect in getting the call scheduled.  The original complaint that came in was a no heat issue …. There was nothing about a gas smell….. the dryer did have to be moved and the unit had 4 feet of rigid gas line…. Could the gas leak have been caused due to us moving the unit ?? absolutely and it's possible our tech was not near the unit long enough to notice the smell, but it seems a long time between when we did the call and when the smell was reported to us also. But it could be that the house was being sold?  Not sure why.Because the customer is always right Poirier agrees to credit back everything they paid and cover the plumber to total would be $363.94    $188.94 for parts and flat rate and $175 for the plumber.  Also we can step back and see that out tech was the last to touch the appliance and therefore it is probable the rigid pipe - depending on the age - needed to be replaced with flex pipe, which is code. But we do want to maintain our reputation in the field and will refund all fees paid as a show of apology for extenuating issues beyond both our controls. Again, please know that I have tried reaching out to the customer….I honestly do not just ignore people and hope they go away  - Our accounting department will be sending this customer a full refund plus the amount their plumber charged them ($363.94)  within 10 days.

We are very sorry for the problem with the second unit.  We did bring in a new unit to replace the first defective unit and ran that unit in our shop for a number of days to make sure it ran properly before we delivered it to the customer.Unfortunately, we can only go by a brand's past reputation for quality when recommending product to customers.  Our service staff did find a thermostat needed to be replaced on the 2nd unit when they went out to see the problem reported by the customer.  We certain can understand her frustration with having 2 products fail and have no problem refunded her full purchase price upon pick up of the unit in her possession.  We will not deduct the previous $125 payment made to her for her inconvenience.  We will however cancel the free extended service as her product is not in service any more.  We will return the product as defective to the manufacturer to investigate why two units of the same model and brand failed.  As we are a reseller and do not create the product ourselves, this is the best we can do and we have also suspended any further sales of this brand/model until we know more about this coincidence.I will pass the information regarding the pick up of the unit to our delivery department to arrange a convenient time to remove it from her home.