GESTA MOTORS

I have left client several messagesThe last call I made I ask him to talk to his wife and see if they could get back to me with a settlement that would work

This is Hugh J [redacted] the owner of the company We are in receipt of your Revdex.com complaint # [redacted] I have asked my staff to pull all records on the call and the quote for review We have a very precise protocol in place on heat exchanger cracks and work VERY hard to make sure we are correct when we make a diagnostic of this type Our protocol is to verify these issues with parties We would NEVER condemn a system that was not in need of it I have attached a file photo of the crack detected From the picture it appears pretty serious to meI believe our technician Sarah and supervisor Bryan worked with your wife and they are both wonderful honest people and I cannot imagine them ever willfully and intentionally fabricating this problem As for the business, my dad started the company years ago and we built it on integrity and the Golden rule I am an Eagle scout and deeply involved in the day to day operations and we would NEVER knowingly and fraudulently condemn a system Have we made mistakes, certainly, we always make them right as we would if we found out that has happened hereWe are humans and we are not perfect but we certainly work for percent perfection on matters like this At this point I am willing to look at any and all pathways to bring this matter to a mutually beneficial closureI would like to suggest the following action plan: -Let’s review data-Have my service manager verify crack and this picture-review current furnace status-discuss next actions Again, we will work with you in any way possible to resolve this matter

I wish to have my complaint to reflect "satisfied" thanks

Mr*** I apologize for the problems that you have experienceOur GM had
requested a refund for you after you earlier letter as well as a follow up
call, unfortunately that did not happenWe are immediately refunding your
moneys spent with James RiverI also wanted to take a
moment to explain what happened with the
HVAC equipment in your garage, from our perspective As you are
aware, working on this unit yourself and replacing parts prior to you placing
the call with James River, these are complex machines and each has there
own characteristics. Each year the manufacturer makes
intricate changes that have to be kept up with in the service
department. On 7/1/15 while we were working on the garage unit we contacted LG at
1-888-865-and talked to Chris at LG, case # *** (all
on our phone records and LG records) Mod# *** ser#
***. At this point we followed directions from the manufacturer
We had spent 3/Hours on site per the phone records with LG and our global
position system on our truck. We called back that week and left
messages. You were on vacation per Van Blick (our service
tech). Approximately one week later you called back and were given
the quote to replace sensors on 7/9/ At this point we didn't communicate until the e-mail was sent Nov 8th. I
apologize once more that we didn't get the problem resolved and am giving
you a full refund for $332.00. You will find the check in your front door
when you arrive at home today*** *** James River Air Conditioning, Co

This is in response to *** *** complaint.We feel we followed all proper protocol We diagnosed the problem during the service call We sent the service manager out to re-diagnose the problem and determined the original diagnoses was correct We have refunded the full
amount of charge to customer We feel the matter is settled

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.I called James River Friday and left a message with the dollar amount I consider to be fair in regards to settling this complaint
Regards,
*** ***

[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:I am satisfied with the response in that the company came out and verified what the issue is. What I remain dissatisfied with is how they went about it. They were able to verify the issue within minutes, and described the problem as easy to diagnose and common in older units. What they didn't attempt to explain is why it took two previous technicians a total of 1 hour to misdiagnose on the first visit and then 2.5 hours to diagnose on the second visit, something that is "simple to diagnose". Additionally, rather than offer to repair the unit, and repair the customer business relationship Tom requested that all customer relationship ties be cut and that I simply not call upon their business again and find someone else to make the repairs, now that I the customer knew what the problem was. I personally feel like a lot of time was spent by the company angrily justifying their employees work rather than addressing the real need to repair the system and to interact with the customer in a way the promoted a future relationship. And being that such was the case rather than cap uncapped wires, they were left open and described as acceptable, rather than neaten work, it was analyzed and pushed back to its location, described as satisfactory. And rather than offer a solution satisfactory to the customer the business' response was take your money back and don't ask for our help. Maybe from surprise, disbelief and shock at their choice of actions I was left somewhat speechless and agreed that this was likely the best solution. I don't recall every being treated this way by a company and I guess its to my benefit to not deal with the likes of them again. I can get back to you at: [redacted]
Regards,[redacted] 
[redacted]

I have left client several messages. The last call I made I ask him to talk to his wife and see if they could get back to me with a settlement that would work.

This is Hugh J[redacted] the owner of the company.  We are in receipt of your Revdex.com complaint #[redacted].  I have asked my staff to pull all records on the call and the quote for review.   We have a very precise protocol in place on heat exchanger cracks and work VERY hard to make...

sure we are correct when we make a diagnostic of this type.  Our protocol is to verify these issues with 2 parties.  We would NEVER condemn a system that was not in need of it.  I have attached a file photo of the crack detected.  From the picture it appears pretty serious to me. I believe our technician Sarah and supervisor Bryan worked with your wife and they are both wonderful honest people and I cannot imagine them ever willfully and intentionally fabricating this problem.  As for the business, my dad started the company 50 years ago and we built it on integrity and the Golden rule.  I am an Eagle scout and deeply involved in the day to day operations and we would NEVER knowingly and fraudulently condemn a system.  Have we made mistakes, certainly, we always make them right as we would if we found out that has happened here. We are humans and we are not perfect but we certainly work for 100 percent perfection on matters like this.  At this point I am willing to look at any and all pathways to bring this matter to a mutually beneficial closure. I would like to suggest the following action plan: -Let’s review data-Have my service manager verify crack and this picture-review current furnace status-discuss next actions Again, we will work with you in any way possible to resolve this matter.

I wish to have my complaint to reflect "satisfied" thanks