Goodyear Commercial Tire & Service Center

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The hot water tank had not leaked in the past We had a leak in the shower in the west bathroom that was fixed a year ago The leak occurred in the east room I did not want to winterize because my grandchildren were moving in to the mobile home in three weeks I would not know that the hot water line should be capped Allen did that on the second visit and we no longer had a problem with the heater leaking It did not fill up again I'm not a plumber and would not know the hot water line should be capped That is why I hired a Allen The roof was replaced and is in excellent condition I had it checked after Allen left and there is and was no problem with the roof They did not offer to replace the faucet We replaced the faucet, but it was not defective They refunded me $not $ I was overcharged, charged for labor they did not do Even with the refund, I still believe I was overcharged Regards, [redacted] ***

[redacted] Dear Marcy,I wanted to address Ms [redacted] next rejection to our offerWe previously stated, that on7/7/15, Ms [redacted] requested Allen Service shut off the gas and water to her water heaterand drain itShe did not ask us to cap the water heater or winterize it, due to the upcomingarrival of an occupant to the mobile home, in a monthOur service technician did what wasrequested by Ms***, and she clearly approved that work by signature on invoice number 121893.(see attached) With her signing the acceptance of work performed, it should put an end to this dispute.On 8/6/our Service Manager went to the location with the previous technician, at therequest of Ms***The Service Manager and the service technician found pre-existingdamage to the mobile home that did not come from our last visitIncluding: defective faucet,which Ms [redacted] stated wasn’t defective, yet it is questionable why they changed it then ifit wasn’t defective, mold and water damage from previous roof that had just been replacedby a new one, for that reason.We feel that our previous refund of $and the latest offer of $for a total of $backto Ms***, has been more than fairWe continue to try and work with Ms***, but findit increasingly difficult to work with her reasonably or in a timely mannerOur last reply was onSeptember 10th, we did not receive a response until September 25.Dave J [redacted] Customer Care ManagerAllen Service Inc [redacted]

Dear ***, We are in receipt of the Revdex.com complaint filed by Mr [redacted] dated Friday, July 15thBefore going into details regarding the complaint, I believe that we have in the end, communicated all the answers and apologies to the satisfaction of Mr***Also, after discussions regarding the concerns on the complaint between Mr [redacted] and our service manager, Mike D***, we refunded to the ***s, what was deemed to be fair for both partiesWe basically had two or three internal miscommunications in a few critical areas that caused the issues, thus the complaintUnfortunately to begin with, the ***s were rescheduled to 6-from an earlier dater as our HVAC service schedule was over capacity6/30-Matt went to the ***s on a no-cool call...diagnosed the system as being overcharged with coolant...as he was removing coolant, Matt realized that the issue was actually a faulty TXV (sometimes bad TX valves present themselves as having an overcharged coolant system)He then stopped the repair as he needed to order the correct TXV for their system which we would have had the next business day most likelyCommunication protocol was not followed by the technician and parts were not ordered and our dispatch was not made aware of a needed follfor several daysOur technician was injured on the Tuesday after the fourth which probably aided in the ball being dropped...at the same time our dispatcher (basically the quarterback in our coordination efforts) was out ill for the entire week of the fourth...and the brunt of those responsibilities must then fall on the back of our,customer service representatives that typically do not have the same level of information that our dispatcher hasThe ***'s called requesting information on the status of the call...internally we gave the wrong phone number and address to the service manager and our replacement specialist of another customer to follwith a similar name and no-cool issue...all in all, understandable perhaps if taken one at a time, but in sequence it's certainly not how we intend to do business...there was one or two other issues, but I hope you can see that none of this was intended...and to that, we sincerely apologizeI hope this letter doesn't come across as an excuse in any way, but to give a better internal background to the Revdex.com and the ***s of what happenedWe learned a few new things and are now better for itJeff A***, CEO

In answer to Mr***’s complaint regarding alleged damage by Allen to an access cap for a plumbing drainage backwater device in his basement below slab plumbing system.Our technician noticed someexisting damage to the backwater valve seal cap and threads from our
first visit…(not caused by us)…probably due to Mr***’s repeated access to the sewer from this locationWe gave Mr*** several options including removing a small area of concrete floor and digging down to replace the backwater device, and also installing a competent in-floor cleanout that is designed for this use should other backups occur. From the first time we arrived at the home, we were informed that a backwater devise was being used by Mr*** as the main sewer cleanout access for the entire home, as there is not an otherwise acceptable sewer cleanout on the outside of the homeIn a practical sense, this probably was a quick solution during an emergency situation that Mr*** uses (and still does) to remove the blockage himself, but is not considered a reliable permanent solution by any means. A backwater devise is not a recommended access for removing sewer blockages as it is only intended as an access to repair or replace the backwater flapper (check valve). We were also informed by Mr*** that he had suffered several sewage backups in past occasions; this evidenced by his comments and water/sewage stains in the basement from those backups during our two visits.He also informed us that he would use a “push tape” type devise to push the blockages down the sewer along with a water hose and “balloon” (?) setup,Mr*** said that his sewer line had very little fall to the sewer main along with what he informed us was “city sewer main” issues that caused these backups from time to timeOur sewer camera inspection did show that his sewer line did drain slowly (probably because it has fairly flat pitch to the main), and that he also has a root intrusion problem in his sewer between his home and lot line, indicating a broken sewer line, and we recommended to replace or repair that sewer…he declined those options.Mr*** informed us that he did not have enough funds to pay for the repair. The technician replaced the access cap hand tight as it is sealed by an integral rubber O-ring that does not require extra force to tighten it. We work with these backwater devises on a very regular basis for plumbing repairs and inspections we perform.Even “hand tight”, it sometimes requires a tool to remove these easily. We made several attempts to offer Mr*** free of charge to at least install a new seal cap for him because we do feel empathy for him and his family, but he has so far declined

Complaint: ***
I am rejecting this response because:My response to Allen's regarding their resolution of my complaint followsAs I stated, they did reimburse me the amount I requestedTheir follservice call revealed a problem with the flue duct that was not my understanding of what Jeremy had told me & shown me with his cell phone photoI chose to have my independent contractor replace the duct for a fee of $vshaving Allen do the work for free (estimated cost was $267). Even though their workers seem knowledgeable & efficient, I do not trust their assessment of what repairs need to be done & their high cost.I appreciate you contacting me regarding my complaint to the Revdex.com about services received last NovemberI received your check yesterday for $119.40, the amount I had requested to cancel the service contract with Allen.What has still not been resolved to my satisfaction is the photo Jeremy showed me, supposedly of my flue duct & leaking gas lineThe photo on his phone showed a flue duct running parallel to the floor, a square connector to the far end, & a plain painted wall behind itAs you can see in the photo I've attached of our flue duct (before it was replaced last week), Jeremy's photo was not of my furnace.The other issue of concern was that both your service reps told me the inducer motor needed to be replaced because it was running at max ampsMy independent service man waited about minafter the furnace started to run before testing the inducer motorHe explained that it did run harder at first until the cold air was pushed through the flue duct, so you don't test it until the flue is warmHis reading was and steadyZach tested the motor within seconds of the furnace kicking on & pulled the meter off immediately to show me the reading (max was 1.08). I am at a loss as to how to respond to the Revdex.comI received conflicting information about the condition of my inducer motor, and I am still not trusting that the other photo Jeremy showed me was my leaking gas lineI know now that I should have gone into the crawlspace to visualize what he was telling meWithout his phone photo, it is my word against his, and how you choose to address this is not my concern. When I see an A+ Revdex.com rating for a company, I expect not only excellent service, but honesty and fair pricesI would not recommend this company to my friends.It is not necessary to send my response to Allen's Service.Thank you for your time & effort in trying to resolve this issue.*** ***

The prices that the Allen Service Tech gave for the work we were called out for were taken directly from our Allen price bookThis is the same price book all our Service tech use to quote price to our CustomersWe have very few price complaints, Allen Service has an A+ rating with the Revdex.com
and have been in business in Northern Colorado for over yrs. The people in our office use the same scripts so we do not confuse our Customers. The scripts say that all coupons can be applied only to work sold not diagnostic fees. However, Allens is a satisfaction guaranteed company so we will refund the full $to this customer

[redacted]
[redacted]
[redacted]
[redacted] Hi [redacted],Hey, I need a bit of your help on this one. I read [redacted]’s response to our answer, and it appears she misunderstood. We didn’t say we gave hera refund of $344 already, we are actually offering her an ADDITIONAL $344 refund offer. We just want her to understand that since it appears thatshe is referring to a previous refund.Your help is appreciated!Sincerely,Dave J[redacted]Customer Care ManagerAllen Service Inc[redacted]

Complaint: [redacted]
I am rejecting this response because: After asking another plumber about the failure to cap the hot water line, I was told any plumber worth his salt knows it must be capped.  I'm not a plumber so I would not know this so I hired what I thought was a knowledgeable plumber.  They obviously were not reliable or they would have known  they needed to cap the hot water line without my telling them to do so.
Regards,
[redacted]

September 4, 2015 The call was for a hose bib that needed to be replaced on Mrs. [redacted] home, and per customer request, to shut-off water heater and drain down the water heater in a trailer home that sits on her property. Mrs. [redacted] had a concern regarding the water heater as she has had a...

water heater leak in the past and didn’t want to risk that while the trailer home sat temporarily empty. Our tech asked if she would want us to “winterize” the plumbing system in the trailer home (entails shutting off the water to the trailer home, draining the entire water piping system and putting anti-freeze in the fixture trapes) and Mrs. [redacted] did not want us to because she has done that in the past and thought it was too expensive.Disconnecting water lines to a water heater and capping them in this situation is not standard procedure.We replaced the hose bib in Mrs. [redacted] home with standard parts including a difficult access issue as shown on the invoice.We shut off the cold water valve on the water heater in her trailer as requested by the owner and drained it into a nearby shower. This effectively keeps water out of the heater and the hot water piping side of the water pipe system. This can easily be reactivated by turning the cold water valve back on to the water heater and then relighting when a tenant moves in. This is a typical procedure whether we are changing out a water heater or a landlord requests this service while a unit sits empty.Insured the gas to the water heater was shut off and had no gas leaks.7-7-15 Mrs. [redacted] signed to authorize the work to be done and also signed accepting the work when completed.The customer did not request we shut the water off to the home or to disconnect the water connections to the water heater unit.8-6-15 Mrs. [redacted] called saying that the water heater was leaking on the floor and damaged the carpet. Her granddaughter and husband were moving in and found the trailer home in this condition.When the service manager arrived at the mobile home to see investigate the issue, the grand daughter and her husband were moving into the trailer home, and were in the process of fixing several items so they could move into the trailer home. We were also informed that there had been other water damage to this trailer in the past due to roof leaks, etc.What the service manager discovered happened, was that the water heater had over time, slowly refilled again due to a faulty cartridge on the kitchen sink faucet (this issue was not brought to our attention during the initial call) which allowed the cold water to migrate over to the hot water piping side without detection until the water heater leaked out of the T&P valve located on water heater. The sink faucet cartridge was defective (now discontinued and improved) as this has be a common problem with that faucet. The manufacturer knows this due to customers complaining about the faucet turning on all by itself…this was caused by water pressure pushing up the working parts of the valve and effectively turning on the faucet…and in this case by-passing over to the hot water side of the piping system and filling the tank.We offered to fix the kitchen sink faucet, but they declined as they were going to replace it themselves. However, in the interest of great customer service, we do want to work with Ms. [redacted], to improve this situation. We want to offer the cost of the water heater shutdown, $344, as a refund back to you. We hope you find the offer fair, and it can be processed immediately for your convenience.Sincerely,Dave J[redacted]   Customer Care Manager                   Allen Service Inc                                                                                                                                                             [redacted]

Complaint: [redacted]
I am rejecting this response because: The hot water tank had not leaked in the past.  We had a leak in the shower in the west bathroom that was fixed a year ago.  The leak occurred in the east room.  I did not want to winterize because my grandchildren were moving in to the mobile home in three weeks.  I would not know that the hot water line should be capped.  Allen did that on the second visit and we no longer had a problem with the heater leaking.  It did not fill up again.  I'm not a plumber and would not know the hot water line should be capped.  That is why I hired a Allen.  The roof was replaced and is in excellent condition.  I had it checked after Allen left and there is and was no problem with the roof.  They did not offer to replace the faucet.  We replaced the faucet, but it was not defective.  They refunded me $267 not $344.  I was overcharged, charged for labor they did not do.  Even with the refund, I still believe I was overcharged. 
Regards,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted] Dear Marcy,I wanted to address Ms. [redacted] next rejection to our offer. We previously stated, that on7/7/15, Ms. [redacted] requested Allen Service shut off the gas and water to her water heaterand drain it. She did not ask us to cap the water heater or winterize it, due to the upcomingarrival of an occupant to the mobile home, in a month. Our service technician did what wasrequested by Ms. [redacted], and she clearly approved that work by signature on invoice number 121893.(see attached) With her signing the acceptance of work performed, it should put an end to this dispute.On 8/6/15 our Service Manager went to the location with the previous technician, at therequest of Ms. [redacted]. The Service Manager and the service technician found pre-existingdamage to the mobile home that did not come from our last visit. Including: defective faucet,which Ms. [redacted] stated wasn’t defective, yet it is questionable why they changed it then ifit wasn’t defective, mold and water damage from previous roof that had just been replacedby a new one, for that reason.We feel that our previous refund of $267 and the latest offer of $344 for a total of $611 backto Ms. [redacted], has been more than fair. We continue to try and work with Ms. [redacted], but findit increasingly difficult to work with her reasonably or in a timely manner. Our last reply was onSeptember 10th, we did not receive a response until September 25.Dave J[redacted]Customer Care ManagerAllen Service Inc[redacted]

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

We out to [redacted]’s home and identified that her flue pipe on her furnace was not up to code.  She was shown a picture of the flue pipe that she said was a make up fake picture from the first Allen Service Professional that went out.  It was also found that her inducer motor was...

showing signs of not being within specs, and her gas line was leaking gas and should be repaired.  She chose to go with the gas line repair.She had another person/company come out that told her everything wi did was a lie an that her furnace was fine.She then filed a complaint that Allen Service lied to her because the other company said so.  We offered a full refund at that time and asked to send out another tech to see where the mistake was made on our part.  [redacted] declined a full refund and only asked for a partial refund for our membership plan.  We agreed and refunded her money and [redacted] agreed to allow another Allen Service Professional to verify our findings.We sent out one of our top Service Professionals to see what happened.  He verified that the furnace venting was in fact, not up to code and would not pass a city inspection.  He told her the inducer motor was running high BUT he clearly marked in the paperwork that he gave her, that the inducer motor could not be properly checked until the flue pipe was repaired.  Allen Service offered to repair the flue pipe for free and [redacted] again declined to have this free work done.After we left, [redacted] told us she was happy with our service and that she was satisfied and would now remove the Revdex.com complaint.  She also informed us that she had the same person come come back out to her house, he confirmed what we said about the flue piping, even after he said we were lying the first time and she paid him to repair it. He then told her we were lying about the inducer motor because it checked out fine.  It is written on her paper work from the last Service Professional that was out there, “Inducer motor is out of specs but can not be checked properly until the flue is repaired.”Allen Service has been out to [redacted]’s house and verified the work was done.  [redacted] feels the photo she was shown at the beginning was a fake photo even though she paid another company to do the repair work after we offered to do it for free.  We have refunded [redacted] everything she has asked for and even offered her a 100% refund for all work done because we wish for her to be happy.  We are prepared to give her all of her money back and have done everything we can to make her happy.  We are still willing to work with her to help resolve any other concerns.

Dear [redacted], We are in receipt of the Revdex.com complaint filed by Mr. [redacted] dated Friday, July 15th. Before going into details regarding the complaint, I believe that we have in the end, communicated all the answers and apologies to the satisfaction of Mr. [redacted]. Also, after...

discussions regarding the concerns on the complaint between Mr. [redacted] and our service manager, Mike D[redacted], we refunded to the [redacted]s, what was deemed to be fair for both parties. We basically had two or three internal miscommunications in a few critical areas that caused the issues, thus the complaint. Unfortunately to begin with, the [redacted]s were rescheduled to 6-30 from an earlier dater as our HVAC service schedule was over capacity. 6/30-Matt went to the [redacted]s on a no-cool call...diagnosed the system as being overcharged with coolant...as he was removing coolant, Matt realized that the issue was actually a faulty TXV (sometimes bad TX valves present themselves as having an overcharged coolant system). He then stopped the repair as he needed to order the correct TXV for their system which we would have had the next business day most likely. Communication protocol was not followed by the technician and parts were not ordered and our dispatch was not made aware of a needed follow-up for several days. Our technician was injured on the Tuesday after the fourth which probably aided in the ball being dropped...at the same time our dispatcher (basically the quarterback in our coordination efforts) was out ill for the entire week of the fourth...and the brunt of those responsibilities must then fall on the back of our,customer service representatives that typically do not have the same level of information that our dispatcher has. The [redacted]'s called requesting information on the status of the call...internally we gave the wrong phone number and address to the service manager and our replacement specialist of another customer to follow-up with a similar name and no-cool issue...all in all, understandable perhaps if taken one at a time, but in sequence it's certainly not how we intend to do business...there was one or two other issues, but I hope you can see that none of this was intended...and to that, we sincerely apologize. I hope this letter doesn't come across as an excuse in any way, but to give a better internal background to the Revdex.com and the [redacted]s of what happened. We learned a few new things and are now better for it. Jeff A[redacted], CEO