Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
It's unfortunate I do not have audible records of all the phone calls I made to ColonialThe fact remains Colonial knew or should have know that my system was loosing freon abnormally, but refused to acknowledge it and act accordingTheir recall is very "selective"; especially about my continued request by phone, and written, to talk to management.This recap below should speak for itself:I purchased an *** *** HVAC system from Colonial Plumbing & Heating which was installed by ColonialSince the original install, I have had to make repeated issues with the system involving inadequate cooling, replacement of parts, and leaking freonDespite their continual "attempts" to rectify the problems, Colonial failed to make the system fit for the purpose of effective cooling as proposed by their Sales RepresentativeDuring the summer months, I had to reinstall my window ac unit to support the *** *** System as the freon was being depletedColonial's "fix" was replacing a few parts every other service call, and adding freon excessivelyNot one serviceman stopped to think that adding freon as often as they had to was highly unusualThis process of calling for service, change a part, add freon went on for yearsI kept calling to speak with management, but they just never calledI even, instead of paying at point of service on one call, I wrote on the service report "Please have management call me to talk about this service call and billThat never returned by callI called several timesInstead, they simply said "...we can no longer make service calls to that address"I wrote letters to Colonial Plumbing and *** *** expressing my concernsStill no responses*** ***'s final response was ".....sorry, out of warranty"I finally engaged another HVAC contractor to evaluate/service the systemAfter adding freon, they commented that it was highly unusual to add freon as often as I had to; and suggested that a leak test would determine if and where there may be a leakAfter a second call to add freon, they concluded that there was indeed a freon leak, and from their visual inspection, the leak was coming from the coilFinally, a legal service firm sent letters to Colonial Plumbing and *** *** expressing my complaint of "no response"Guess what, no response from eitherBUMMER!If Colonial is insistent on "ignorance" to all this history, so be itCustomer loses again
Dear *** ***I want to apologize for providing a service that you weren’t pleased with when you had your faucet replaced. It looks like you have been a valued customer of ours for over years and I appreciate that. It looks like *** definitely installed a *** faucet
instead of the *** *** you asked for. They do look similar and are equal in quality but that’s not what you asked for and *** should have let you know the *** *** was out of stock. That way you could make the decision whether to wait for a *** *** or use something else. I’m sorry you had to have us in your house times to perform the work. Hopefully you are pleased with the *** *** we have now installed. As far as a price breakdown, since we provide up front pricing, a breakdown usually isn’t important to our customers. They just want to know what the repair will costThat’s the main reason we provide a lump sum, Up Front price before we do any workAs you know, our customers appreciate that there are no surprise costs when we finish a service call. To be fair to *** and *** they do not know the costs of the labor, material or the overhead that goes into each task so they could not answer the question of what the breakdown is for any tasks. If it will help redeem us as service provider you can trust I would like to credit your account with $to be used on any future service call that you might need. If you would give us another opportunity to provide service I will make sure you have a pleasant experience. Thank you for your consideration,
***
*** *** *** *** * *** *** *** *** *
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Dear Sir or Madam:I am sorry [redacted] is having a need for a repair on his HVAC
system. Mechanicals systems have many parts, work in adverse conditions, with
refrigerant under high pressure and occasionally parts do fail. Colonial
Plumbing & Heating Company, in partnership with [redacted]...
[redacted] include
warranties to help alleviate possible problems after a system is installed.
Specifically, there is a one (1) year labor and five (5) year parts warranty on
this equipment.[redacted]’s HVAC system was installed and commissioned in August
2007 with warranties extending to August 2008 for labor and August 2012 for
parts. Since our goal is to make and keep customers for life we, and [redacted], would try to be flexible with the end date of a warranty period but
this is now three (3) years after the warranty expired. We do not have a record
of [redacted] requesting service on his HVAC system since 2012 but it is possible
he called and when the service fee was discussed, he declined service. I would
think the company that came out this summer checked to see if the system was
under warranty and confirmed to [redacted] that it had expired several years
ago.My recommendations is for [redacted] to contract with the
service company that has diagnosed a leak in the system to make the repair.
Hopefully he will then have several more years of trouble free operations if
the system is properly maintained.Again we are sorry that [redacted] needs repair on the system
and that we didn’t convey the warranty period satisfactorily to him. If we can
provide additional information, please let us know.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Mr. [redacted] would like the check payable to him and mailed as follows: [redacted]. Regards,[redacted]
Good Afternoon, We will be happy to reimburse the customer the $54.12 as requested, since there was confusion in pricing. We have a feeling there was a confusion created because they originally requested two repairs and our pricing manuals are set up with primary and secondary...
pricing. Secondary pricing is set up at a lower rate for any additional items a customer may want to get repaired while we are there. Our secondary pricing excludes cost incurred for travel, administrative, etc. which should not be added to the customer’s cost since we are already there and did not have to get dispatched back out on another date. She was quoted 332.00 for installing a new ice maker line and hooking this line up to the refrigerator. This was the first item requested. The 332.00 is primary pricing. If they would have gotten the ice maker line and the tub faucet repaired, at the same time, the secondary pricing for the tub faucet would have been 132.00. Since they only got the tub faucet repaired, the primary cost for this repair should have been quoted at 186.12. I have a feeling that in between the time of us giving first pricing and the customer making a decision whether we would be doing both or just one repair, the pricing got confused by and between our technician and. Unfortunately these things do happen and that is why we will be more than happy to refund the customer. I do wish we could have resolved this problem for the customer the day she called the office. The first customer service rep she spoke to is a college student that works part time with us and is still learning how to handle all situations with a customer. Since the customer was obviously upset and needed immediate attention, she decided it was best to refer her to a senior customer service rep that could help her quicker and more efficiently. The second service rep only wanted the customer to start from the beginning as to cause no confusion before they started discussing a resolution to her complaint. I apologize if our effort to correct the situation was taken in any other way.
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
It's unfortunate I do not have audible records of all the phone calls I made to ColonialThe fact remains Colonial knew or should have know that my system was loosing freon abnormally, but refused to acknowledge it and act accordingTheir recall is very "selective"; especially about my continued request by phone, and written, to talk to management.This recap below should speak for itself:I purchased an *** *** HVAC system from Colonial Plumbing & Heating which was installed by ColonialSince the original install, I have had to make repeated issues with the system involving inadequate cooling, replacement of parts, and leaking freonDespite their continual "attempts" to rectify the problems, Colonial failed to make the system fit for the purpose of effective cooling as proposed by their Sales RepresentativeDuring the summer months, I had to reinstall my window ac unit to support the *** *** System as the freon was being depletedColonial's "fix" was replacing a few parts every other service call, and adding freon excessivelyNot one serviceman stopped to think that adding freon as often as they had to was highly unusualThis process of calling for service, change a part, add freon went on for yearsI kept calling to speak with management, but they just never calledI even, instead of paying at point of service on one call, I wrote on the service report "Please have management call me to talk about this service call and billThat never returned by callI called several timesInstead, they simply said "...we can no longer make service calls to that address"I wrote letters to Colonial Plumbing and *** *** expressing my concernsStill no responses*** ***'s final response was ".....sorry, out of warranty"I finally engaged another HVAC contractor to evaluate/service the systemAfter adding freon, they commented that it was highly unusual to add freon as often as I had to; and suggested that a leak test would determine if and where there may be a leakAfter a second call to add freon, they concluded that there was indeed a freon leak, and from their visual inspection, the leak was coming from the coilFinally, a legal service firm sent letters to Colonial Plumbing and *** *** expressing my complaint of "no response"Guess what, no response from eitherBUMMER!If Colonial is insistent on "ignorance" to all this history, so be itCustomer loses again
Dear *** ***I want to apologize for providing a service that you weren’t pleased with when you had your faucet replaced. It looks like you have been a valued customer of ours for over years and I appreciate that. It looks like *** definitely installed a *** faucet
instead of the *** *** you asked for. They do look similar and are equal in quality but that’s not what you asked for and *** should have let you know the *** *** was out of stock. That way you could make the decision whether to wait for a *** *** or use something else. I’m sorry you had to have us in your house times to perform the work. Hopefully you are pleased with the *** *** we have now installed. As far as a price breakdown, since we provide up front pricing, a breakdown usually isn’t important to our customers. They just want to know what the repair will costThat’s the main reason we provide a lump sum, Up Front price before we do any workAs you know, our customers appreciate that there are no surprise costs when we finish a service call. To be fair to *** and *** they do not know the costs of the labor, material or the overhead that goes into each task so they could not answer the question of what the breakdown is for any tasks. If it will help redeem us as service provider you can trust I would like to credit your account with $to be used on any future service call that you might need. If you would give us another opportunity to provide service I will make sure you have a pleasant experience. Thank you for your consideration,
***
*** *** *** *** * *** *** *** *** *
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***
Dear Sir or Madam:I am sorry [redacted] is having a need for a repair on his HVAC
system. Mechanicals systems have many parts, work in adverse conditions, with
refrigerant under high pressure and occasionally parts do fail. Colonial
Plumbing & Heating Company, in partnership with [redacted]...
[redacted] include
warranties to help alleviate possible problems after a system is installed.
Specifically, there is a one (1) year labor and five (5) year parts warranty on
this equipment.[redacted]’s HVAC system was installed and commissioned in August
2007 with warranties extending to August 2008 for labor and August 2012 for
parts. Since our goal is to make and keep customers for life we, and [redacted], would try to be flexible with the end date of a warranty period but
this is now three (3) years after the warranty expired. We do not have a record
of [redacted] requesting service on his HVAC system since 2012 but it is possible
he called and when the service fee was discussed, he declined service. I would
think the company that came out this summer checked to see if the system was
under warranty and confirmed to [redacted] that it had expired several years
ago.My recommendations is for [redacted] to contract with the
service company that has diagnosed a leak in the system to make the repair.
Hopefully he will then have several more years of trouble free operations if
the system is properly maintained.Again we are sorry that [redacted] needs repair on the system
and that we didn’t convey the warranty period satisfactorily to him. If we can
provide additional information, please let us know.
[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Mr. [redacted] would like the check payable to him and mailed as follows: [redacted]. Regards,[redacted]
Good Afternoon, We will be happy to reimburse the customer the $54.12 as requested, since there was confusion in pricing. We have a feeling there was a confusion created because they originally requested two repairs and our pricing manuals are set up with primary and secondary...
pricing. Secondary pricing is set up at a lower rate for any additional items a customer may want to get repaired while we are there. Our secondary pricing excludes cost incurred for travel, administrative, etc. which should not be added to the customer’s cost since we are already there and did not have to get dispatched back out on another date. She was quoted 332.00 for installing a new ice maker line and hooking this line up to the refrigerator. This was the first item requested. The 332.00 is primary pricing. If they would have gotten the ice maker line and the tub faucet repaired, at the same time, the secondary pricing for the tub faucet would have been 132.00. Since they only got the tub faucet repaired, the primary cost for this repair should have been quoted at 186.12. I have a feeling that in between the time of us giving first pricing and the customer making a decision whether we would be doing both or just one repair, the pricing got confused by and between our technician and. Unfortunately these things do happen and that is why we will be more than happy to refund the customer. I do wish we could have resolved this problem for the customer the day she called the office. The first customer service rep she spoke to is a college student that works part time with us and is still learning how to handle all situations with a customer. Since the customer was obviously upset and needed immediate attention, she decided it was best to refer her to a senior customer service rep that could help her quicker and more efficiently. The second service rep only wanted the customer to start from the beginning as to cause no confusion before they started discussing a resolution to her complaint. I apologize if our effort to correct the situation was taken in any other way.