Hair West

As per both technicians that came out after first visitThey did not say the job was wrong, but rather worse than originally presented, and that your investment can be applied toward a permanent repair over the band aid quick fix chosenA warranty can only be applied if the fix can actually address the problemif your car is worse shape than originally presented at the oil lube center you would not expect them to pay for your motorWe will be more than happy to have a manager speak with you, but the refund would not be acceptable in the process

Complaint: [redacted] I am rejecting this response because: We did pay the $charge to run a camera through the field [redacted] (the plumber) said he wanted to bring his boss in to review this first and suggested he bring him the next day When he showed up and spoke to us and ***, his boss wanted to run another camera completely through again Nothing was ever mentioned about additional cost He also brought people from ***, which again I did not know they were coming They reviewed what to dig up for ElmerAt this point no contract was presented, so why do I assume a charge for something I did not know was coming or authorize? I had also asked directly if there was any other option for the repair A straight forward NO reply was provided I was very concerned about digging complete feet by feet holes around my entire foundation and what damage it could cause later This was my only option per Elmer They really wanted to move quickly on this job, yet once again, I never knew all these additional people were coming nor that there would be a charge for this At this point he drew up the service agreement which we signedAs for the cancellation, I called on Sunday 4/10/to both Elmer and [redacted] to cancel the job and left messages on their service A follow up call was made again Monday morning 4/11/as well This was before they deposited our initial check No, I never shopped the job I did however speak to my brother (an engineer) who told me there were other options that would be better suited for this type of job that did not involve so much stress on my foundation This is why the job was cancelled so I could review this Now this all happened during off hours for any and all companies and for someone to keep 25% of my deposit is uncalled for and excessive What if I only gave them a $deposit? Even then 25%, is high with out ever covering this with the customer up front, which they never did Regards, [redacted] ***

We deeply apologize for Mr [redacted] experience, and will have our new accounting person reach out to him directly to match up the information and delete from the account

Complaint: [redacted] I am rejecting this response because: I am the one they have always doing business with Yes they can come and take the unit they installed, but they have to put ours back The made an unauthorized charge to my credit card Have them show where I signed for the second half of the bill If they want to come and finish the job, I want them to credit me the money they charged without my authorization Then they can come and finish the job And if they fix the problem, then I will pay them What they did, did not solve anything Nothing has changed other than them taking my money, and them not calling me back They only called me when I told them that I was going to call the Revdex.com This was after at least times that they didn't even show up to do the work they promised See my attached documentation They even wrote on the invoice that I am not paying until they send a senior tech And they have never showed up Regards, [redacted]

We have a dedicated person for customer service who has been made aware of your requestIf you call the office and ask for [redacted] , she will assist you in correcting the matterIf another company has been hired to get involved, warranties and refunds will be effectedreplacing parts to a system rather than the whole does not alway yield expected results based on match ups, technology, and performance requirementsPlease contact [redacted] , and she will make sure all things will be considered

We are rejecting this response based on the fact that he agreed to price of dollars for the repair, and he gave a repairMr [redacted] had every right since this has been going on for some time to have his brother address the issue and diagnose for him, but he called usHe know their would be people involved because they explained the process and collected the depositThey called and scheduled with Mr [redacted] on Friday morning, explaining who all would be coming out to prepare for the jobCanceling the job on Sunday do to buyers remorse does not mean we should eat dollars worth of people mobilizing, meeting and coordinatingThe moment he chose to move forward the drain special was no longer valid, and the money being held was for all the people involved that were not on site and the subcontractors that are not present for the drain special Mr [redacted] has already acknowledged in his response that he signed a service agreement with our team on the original Thursday evening of the discovery and presentation of options

As mentioned in the previous response, you are welcome to call the shop and speak with [redacted] about the chargesWe Charge what we charge because it is more than just laborWe like most retail service industries that advertise, pay employee benefits, train, and employ the best people we can attract within the industryThese things all cost money above and beyond just new construction or remodel mark upWe must evacuate the EPA regulated refrigerant and dispose of it, replace with refrigerant, their is copper brazing involved that cost in gas (nitrogen for pressure test, acetylene and oxygen for brazing, brazing rods that contain silver) time to correctly commission the unit to start up, quality control visit from senior technician to inspect qualityTheir are many more items, but the value can not be experience or relayed over the phoneWe do not break all these thing down into single line itemsIt is a lump some packageWe do not charge labor in the fashion you wantWe base it on the people inolved for industry averagesThis is ensured so clients do not pay for difficulty in technician experiences or delaysWe will not break down in detail all thisIf you want a broad understanding then callWe are a premium priced company with premium guarantyWe are not the cheapest, and that unit cant not be bought in Texas for that price because of licensing structure and insurance requirements by the State of TexasMcDonals pays less than cents for a ingredients in a combo meal, but you still pay 7-dollars for the mealYou dont ask them to itemize the bill, they are a lump sum vendorSo are we

I encourage all parties to make sure they truly look at the first page you submitted of invoices and the second before we go furtherYou stated we have only dealt with you, Then you know that is your signature on both the install invoice and the sales invoice which shows initials of yours next to the decline of all duct work and only to replace the coil that was needing to be replacedYou then called in frustrated this did not satisfy you cooling wants for your father, we get thatBut, you did decline ductwork optionsWe agreed to temporarily try adding ducts to the kitchen and dinning without any additional charge for appreciation and admiration for your fatherWe do value him as a customer and over money, or we would have charged you for thisWe also ordered and paid for metal duct fabrication to make that permanent modification, but since another company does the fabrication and the time had been a extended you called upset and told us to stop messing with your father's homeWe came and met with you and agreed once again at no cost to assist your father, not you, by lowering the ceiling and adding ductsThe job was delayed because the carpenter who promised to call and set up with you went to emergency back surgeryWe called but you refuse to answerBeing angry for something you did not pay for and was not part of your contracted sales is odd, but we understand because it is a parentWe have at no time dodged you, avoided you, or have not agreed to do the work at no charge to youWe have have technically fulfilled our obligation for your purchase you agreed toYou are more than welcome to contact the news and air claims, but I don't think that is the best way to achieve the final results for free workPlease look clearly at your initials and invoice wording on all invoicesWe will be glad to honor all warranty, and agreed upon work if you call and retract any negative claims you have made about the companyWe will be glad to show channel you signatures, and agreement that we satisfied our agreement

I am looking into matter and sending copy to accounting to have your situation addressedSomeone from accounting will be calling you

Complaint: [redacted] I am rejecting this response at the moment because until we actually resolve this issue, it has not yet been resolved I spoke with three employees of this company, the afternoon that all the problems started, stating my want to speak with [redacted] because all three employees told me he was the one I needed to speak withThey also told me that the sales person [redacted] (my sales person) promised/sold services that could not be performed [redacted] himself, also texted me, saying he would have management call me the next day, and that did not happen I have saved all the text messages, with the phone numbers available for proof if need be The call center women I spoke with said that there was restructuring happening, and that no one really knew what was going on [redacted] , the last one I spoke with and barked at for not calling me back with an update (at 10:am) as to where my technicians were (promised between 8-9am), said she would let [redacted] know I was expecting a call After waiting a few more hours, and more conversation with the technicians at my house, whom also informed the business I expected a call, no call was received I called back around 4:30, spoke with [redacted] again, and when I told her what I was waiting for, she informed me he had already left for the day To tell me, no one was aware of my wishes is bull Had I been given an actual satisfactory survey, my real feelings would have been transparent, a month ago!I will most definitely be calling tomorrow, hopefully by 10a.m., and I hope to actually speak with someone, and not be asked "What's a good number to call you back at?"The third time I was asked that in one day, I asked to be put on hold because no one was capable of returning a phone call The operator's response was, "I'm sorry, I've only been here about a month, and the other girl has barely been here two weeks." Regards, [redacted]

Our Customer Service Director has reached out to the customer and the customer stated he was going to be removing the complaint

We have sent had a meeting on site with Ms [redacted] , and have resolved the issue by refunding the all but the excavation utilized by the another firm

This unit was purchased in 2010, once again, we will gladly warranty the unitWe do not manufacture the system, and we understand the frustrationSome created by the client as well as she stated, but we will not refund or remove unit seven years after purchase date and installation

Mr [redacted] has a year parts warranty through the manufacturerHe did have a three year labor warranty that expiredThe technician was correct in quoting labor to install parts, furthermore the one of the two parts is on backorder by the manufacturerThis is out of our controlWe will be glad to cancel order of parts and refund entire moneys, and customer can go somewhere else to obtain warranty serviceSpeaking with the customer each day is communication, and we are sorry it not what they want hearBut, that is out of our control

We are very sorry to hear the customer is experiencing difficulty and disappointmentWe do not manufacturer equipment, but we do warranty themThe majority of the companies use manufactured parts for all equipment manufacturersThis is why we warranty the units, because it is the only control we haveOur company would be glad to speak with you and meet with you to address your concernsI can tell you we will not refund entire purchases five years laterWe have no control of the intensity or consistency the users have, furthermore most customer fail to truly maintain units which lead to the breakdownsWe are dedicated to honoring our warranty and providing quality customer serviceIf you call our office and speak with [redacted] , she is our dedicated team member for customer serviceShe work hand and hand with the Service Manager and Owner on addressing customer concerns and satisfaction

Have the customer come into the office and we will play the recording for him and give our direct account of cursing at women because a female answering phones on call is struggling to answer for a department she does not controlOne Hour is a available online and part of a national franchiseHe can find what he wantsWe did not service nor will we everWe know exactly what he said and how he said on the recorded line by calcapWe will be glad to play that for Revdex.com so they can see how a man lecturing people on how to behave, exploided with rage on the phone cursing at young women who asked several time to calm downWe really don't care about a person like his opinion, and would never want such a person as a clientHe can take his business elsewhereAny post that are damaging about this company will be met with legal representation and tortes filed against him for harassmentHe is not a client, has not ever been clientOnce again, corporate sells the very club memberships he complaining about not being services in front of, so he needs to move on

We would be glad to assist, I have checked all phone lines, and no call has lasted longer than 14 minutes. That recording was not the person listed upon this complaint. All lines are recorded for his exact reason. If she has a name or specific time and date that I can isolate. I will get to the... bottom of this. We would be glad to provide her with a free estimate. Our commercials are accurate, and we would like to address such a person that has represented things so poorly. Please call our office and ask for [redacted] , she is our team leader for customer service and she will gladly make this right.

The management team was not made aware of Ms [redacted] 's desire to have management call and speak with herWhen the technician was present to correct the issue would have been the time to call and speak with management about what can be doneInstead she did not allow management to continue to address or issue, but rather just filed a complaint while in the middleThe assumption was that she was happy with the correction that were madeWe will be happy to work with her, and find a solution for herPlease have her call our office and ask for [redacted] or [redacted]

I have attached the pictures of the options you were presentedAlso time stamped photos of the visitsYou will see when [redacted] went out you were offered a platinum repair that would have added a PRV and taken care of the areaYou chose the bronzeI have also attached the difference in Pressures from visist to visitSo unless you have a Tradesman/Journeyman/Master Plumbing license or Engineering license your opinion on the hydrolic forces and the damage that was done is a mute pointThe pressure difference shows the reason for the continued leaksLIke wise I have included the first repair and the free second repair under warrantyThe reason for the continued leaks is high water pressure and that is not covered under warrantyThis was what [redacted] was trying to explain after the second repair, but you were upset and went in sideHe was trying to explain everything when you walked away from himThe Master Plumber personally made the decision to do second repair for free trying to show you we warranty our workAt the point the guys came out with no charge to discussThey were not authorized and they were told that including [redacted] , [redacted] and Larry, because there is circumstances dictating the continued problem( high water pressure)We were not going to do a platinum repair for a bronze priceThe bottom line is in the beginning people tried numerous times to explain, you did not like what you heardThere will be no refund, there will be no future service, and we stand by exactly what the Master plumber and [redacted] decided when the third leak was called in requesting warrantyThe amount of people involved and the text message are people acting individually against the instructions of the company and the Master Plumber and they are liable individuallyNeither employee is employed at this company for their actions and involvementNeither are plumbers or agents of this firm registered with the State under this Master LicenseLarry and [redacted] were the licensed plumbers and the only persons authorized or qualified to discuss the physics of the system along with any solutions to correct fualt within the system

Complaint: ***
I am rejecting this response because: I think it is very obvious from the businesses response in the form of a threat and a highly editorialized account of the phone conversations how this company chooses to conduct itselfI would love to talk to corporate if this is possible (the number routs you back to the local contactIt would be great to have the recording played to show how many times my direct questions were not answered and how many times I was lectured toI deal with disgruntled customers albeit rarely where I workWe are instructed to listen no matter how long or how upset the customer is and never ever lecture or call into question their integrityWe also know to immediately kick anyone who is unsatisfied to someone above our authorityThe company I work for has a perfect record with the Revdex.com and is a huge local company that also deals with home owners
Regards,
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