Hair West

This complaint has been addressed with the customer by a technician and the service manager. The customer was not charged and the unit was repaired. This was done the day of the complain and the following. 9/17 and 9/18.

In response to the customer's accusations. I have attached the proposal document with their signature showing they knew exactly what they were getting. The plan for finance is chosen by them, not us. We go over the plan and they choose to take the finance options. We do not set the finance terms....

They agree to that with the finance company. It has been six months, and if that were an issue, they have had ample time to bring to our attention or dispute the financing with the finance company.  The unit was selected as 4 ton based on the manual j heat loads not customer assumption or hear say of what it should be. It is documented on the proposal it would be a 4 ton. No where on the proposal or verbally did we offer them a higher seer rating than what is legally required which is 14 instead of 13 now. If we had the price would have been four thousand more dollars. We are a package price company, not a make up as you go. The customer was given numerous options as you can see on the proposal. Our On Time Guaranty is for service calls, no installs. We have discussed this with the client numerous times in the past. The ducts were sealed not replaced as stated on the proposal. Nowhere does it say we would replace her existing ducts, that would have been a 5-7 thousand dollar add on based on the amount of cosmetics we would have to repair and difficulty. The air quality issues they are having is based on the selection they chose, and if they chose to do a complete replacement system with ductwork, then things would be different. At this point it would be unrealistic to assume either side can say exactly what was discussed and offered beyond the proposal since it has been 7 months. The customer was scheduled for maintenance and heat checks, but continue to tell us they are not available. If they truly want to settle the issue then they can meet with [redacted] about the job and the services. We added a supply and return air duct to the master bedroom at no cost to the homeowner to address their original complaint of not being on time and claiming they had heat issues from original ductwork in Master Bedroom. We call the customer the day of the complaint to try and address by going for heat maintenance again letting the technician call Service Manager while there. We were told she was to busy and would have to get back with us at another time. We will not be giving 10,000.00 dollars back based on inaccurate information.

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.

We are very sorry to hear the customer is experiencing difficulty and disappointment. We do not manufacturer equipment, but we do warranty them. The majority of the companies use manufactured parts for all equipment manufacturers. This is why we warranty the units, because it is the only control we...

have. Our company would be glad to speak with you and meet with you to address your concerns. I can tell you we will not refund entire purchases five years later. We have no control of the intensity or consistency the users have, furthermore most customer fail to truly maintain units which lead to the breakdowns. We are dedicated to honoring our warranty and providing quality customer service. If you call our office and speak with [redacted], she is our dedicated team member for customer service. She work hand and hand with the Service Manager and Owner on addressing customer concerns and satisfaction.

I encourage all parties to make sure they truly look at the first page you submitted of invoices and the second before we go further. You 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 replaced. You then called in frustrated this did not satisfy you cooling wants for your father, we get that. But, you did decline ductwork options. We agreed to temporarily try adding ducts to the kitchen and dinning without any additional charge for appreciation and admiration for your father. We do value him as a customer and over money, or we would have charged you for this. We 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 home. We came and met with you and agreed once again at no cost to assist your father, not you, by lowering the ceiling and adding ducts. The job was delayed because the carpenter who promised to call and  set up with you went to emergency back surgery. We called but you refuse to answer. Being 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 parent. We have at no time dodged you, avoided you, or have not agreed to do the work at no charge to you. We have have technically fulfilled our obligation for your purchase you agreed to. You are more than welcome to contact the news and air false claims, but I don't think that is the best way to achieve the final results for free work. Please look clearly at your initials and invoice wording on all invoices. We will be glad to honor all warranty, and agreed upon work if you call and retract any negative claims you have made about the company. We will be glad to show channel 12 you signatures, and agreement that we satisfied our agreement.

Complaint: [redacted]
I am rejecting this response because:WHY NOT GIVE A ITEMIZED  EXPLANATION OF CHARGES IS IT BECAUSE THEY CANNOT SUPPORT THE CHARGES . MY SISTERINLAW IS OVER 70  AND IN POOR HEALTH IFEEL SHE WAS TAKEN ADVANTAGE OF AND I GET TO PAY FOR IT .. THEREFORE I WOULD LIKE  ITEMIZED CHARGES   THE UNIT REPLACED ` CAN BE BOUGHT ON INTERNET FOR LESS THAN  400.   THATS A LOT OF LABOR.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:My husband was told his signature was required so that the workers could be paid. I will forward a copy ofwhat he wrote next to his signature . We wanted to wait to indicate our satisfaction after everything was done. We wanted to wait until quality check was done. [redacted] was adamit and insistent . I forwarded you a picture of their logo. 
Regards,
[redacted]

Mr [redacted] has a 10 year parts warranty through the manufacturer. He did have a three year labor warranty that expired. The technician was correct in quoting labor to install parts, furthermore the one of the two parts is on backorder by the manufacturer. This is out of our control. We will be glad to...

cancel order of parts and refund entire moneys, and customer can go somewhere else to obtain warranty service. Speaking with the customer each day is communication, and we are sorry it not what they want hear. But, that is out of our control.

We are rejecting this response based on the fact that he agreed to price of 55000.00 dollars for the repair, and he gave a 5000.00 repair. Mr. [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 us. He know their would be people involved because they explained the process and collected the deposit. They called and scheduled with Mr. [redacted] on Friday morning, explaining who all would be coming out to prepare for the job. Canceling the job on Sunday do to buyers remorse does not mean we should eat 1000.00 dollars worth of people mobilizing, meeting and coordinating. The moment he chose to move forward the 89.00 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.

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.

Mr. [redacted] came into our office the same day this complaint was provided to us. He was given proof from our bank account of a reversal back to his credit card the month previous when he called the first time. His accusation are not correct about not providing a check as well as his claims of...

rigging pricing. He was shown a copy of our franchise invoices that have always been used for each service call. All invoices from service to installations show our five level pricing which provides retail and club memberships. We have copies of these invoices with his and former wife's signature showing he was provided the pricing in an upfront manner. He comments are slanderous, and we will move forward if these comments are not removed since he was shown in person that his comments were slanderous. We reserve the right for legal reasons to hold onto the signed copies since Mr. [redacted] could not produce those at the time of our meeting and stated he did not remember what he signed.

Once again, we said we would have a manager come meet with you and go over the original purchase, and address the length and accommodations of the free UV lights. but if you are rejecting this, then you are accepting the responsibility and the understanding we are not going to refund well past two years of owning a system. Tires are not included on you vehicle for warranty, neither is brakes! you don't demand the dealership to refund your vehicle for wear and tear parts. It is understood in the contract. just like your filters. your home came with a ten year warranty, you did not demand the builder to replace every light bulb. This is because everyone uses things differently. As mentioned before, we are more than willing to try and work things out, but there will be no refund.

We are very sorry for any inconvenience. Our service manager would more than willing to speak with them or come and meet them. Our company does have someone answer the phone 24/7, but during cooling season when temperatures increase the demand in call volume we do not always have the ability to send...

techs immediately. We did respond with 24 hours during both situations. We honor all warranties promised, but we do not manufacturer the parts that are used in the equipment. We replaced a capacitor that went bad, and man things can cause this from damage from storms, to extended continuous, etc. If the customer would like to resolve the situation we will gladly send the service manager to come and talk to them. We are not going to refund half of the purchase price, but there are many other services we would consider to show are gratitude and express our understanding. Since this happened, we have terminated the CSR that answered the phone for not providing more friendly and informative service, and since have started a program to educate our staff and provide better customer service when consumers call.

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.

As the master plumber I will look into this matter. The entire reason you needed a tunnel was because your home shifted, so unfortunately accusing the company of causing the damage is a bit a valid reason. Other companies will always try and discredit the competition. So I would encourage you to...

provide that in writing. I do have pictures of the work and would be glad to assist you. I will tell you if I hear of the false allegations any further then we will no longer be able to assist you. Your job was seen by the city inspector, who would have required an engineering letter if we had damaged any of the structure that would require structural repair. I recognize your job because you mentioned to [redacted] we never had a city inspection and the plumber met the city on site personally. Even after you guys and your guest continued to dump waste on him while they were working in the tunnels. Once again, I will be glad to assist you, but our team has been instructed to not assist as long as you continue to make false allegations. Your pipes were broke and feeding moisture all under your home.that is what caused your damage, not the work that we do. If you wish to continue that path then I will direct you to the legal team instead. You can send your email and I will be glad to provide the report once you have acknowledge that the shifting in the slab is the reason for the separations and the leaks which exaggerated the situation to the point you are at.

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 with. They 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 10:45 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]

[redacted] has reached out the customer, and communicated that we will not charge them and install a new set of bulbs. The manager is willing to go meet  with the customer to discuss the choice to purchase the system. This issues as mentioned has been carried for several years at no cost. At this...

point the decision to no longer use or pay for bulbs could be exercised, but we will not be refunding the amount requested. Tell us why here...

Complaint: [redacted]
I am rejecting this response because:Once again there is a major disconnect in the events and how they came about.  We feel that the overall customer service has been compromised and misleading to the extent leading to Elmer holding back $1000 for an estimate.  Let me run through it once again.Our initial call was placed based on the fact that over many years we continued to have back ups where as we had numerous plumbing companies review and they could not find any reason for it.  We recently changed toilets thinking that maybe they were the issue. Elmer Plumbing was advertising on WOAI for an $89 camera inspection to see exactly what the causal may be.  We contacted them as a last resort.  [redacted] (Elmer Plumber) came out and ran a camera.  He found a separation in the line close to the clean out.  Not wanting to provide a possible fix at this point he wanted to have his supervisor come back to take a look first.  We accepted request and paid his $89 "inspection" fee.[redacted]'s boss was unsure of the findings as asked [redacted] to run the camera again so he could see for himself.  This is where the issue starts. Turns out [redacted] did not do a complete job.  His boss asked if he ran the camera to the other end of the house as well.  The answer was NO.  Shouldn't this have been completed on the initial $89 inspection as it was an incomplete job.  Either way when the inspection was done properly this time he found another separation and dip in the line which again was totally missed on the initial incomplete inspection.I asked if there were any other options such as putting in a "filler" or resin into the cracks.  An immediate "NO" answer was provided.Again an estimate was not able to be provided as Elmer's people were not  qualified to do so at this point as they needed to have someone else review this as well.  The next day [redacted] (an outside contractor) who I guess works with Elmer  came back to review the job as well.  I should point out that there has not been any mention of cost to us for this inspection, or estimate of job to this point.  [redacted] wanted to dig 5 holes @ 3 feet wide by 5 feet deep (which would allow a worker to stand up under the house foundation) so they could "break" open the concrete and cut the rebar to gain access to the plumbing.  Once again I asked if there could be any other option like a crack filler, etc.  Again as resounding  "NO" answer was given.An estimate was written up with Elmer stating it needed to be completed as should the line wash out the foundation below the surface we could have even more issues.  They wanted to start first thing Monday morning ( this was now Friday late afternoon) and as the stated they do not work after 5pm or on weekends and with no overtime as well.  We signed the contact and provided a $5000 deposit. At no time did Elmer state there was a cost to provide an estimate for this job.  Here is where yet another issue comes into play.  Elmer stated that we then "shopped" his estimate around and decided to cancel.  May I point out that how can you shop when most offices are closed for the weekend?  I did however speak to one my brothers (who I often call each weekend and is an Engineer) and mentioned what was going on.  He told me of an option of a "liner" that could be accomplished without the need to cut holes into my foundation.  My question is why then wasn't this mentioned at the outset to my direct questions to Elmer?  This seems like deceptive business practices and does not belong in any business model.  Being plumbers they should have know about this option!It was at this point we decided to cancel the estimate to review further.  Again, no business is open to check and review this with as Elmer stated we had done.  A call was placed Sunday to both [redacted] and Elmer to cancel.  A follow up call was also made the next morning (Monday) as well to ensure they got the message.  We held to the law that we have 36 business hrs to cancel.  This was before even the first day.  Follow up calls were made to have the check returned that the office of Elmer said they would get to.  Several days and calls went unanswered.  We found that they did in fact deposit the check well after our call to cancel.  On one of my followup call I was shocked to be told "Mr [redacted], we were expecting your call".  This was 3 days after I was told our payment was being returned (now 4/25).  To find out Elmer charged $1000 out of my check is totally wrong as once again, no one ever mentioned a cost to do an estimate.  And we feel we were taken advantage of by Elmer Plumbing and want our $1000 returned to close this issue once and for all.[redacted] & [redacted]
Regards,
[redacted]

There were expenses to the job. We came out and ran cameras and did diagnostics to locate breaks and bellies within the lines. Each company may have opinions of repairs, but Mr. [redacted] did not call or share those concerns. We deployed a team of companies to mobilize and look at job. We met at Mr...

[redacted] home to plan the access holes, the level of rock that would need excavation, and the sewer line that would need to be excavated to make sure this never happened again. I know Mr [redacted] feels nothing was done, but from the time he committed there was a team of people in our office that called locates, coordinated the vendors for materials and subcontractors that would be involved. They spoke with Mr. [redacted] on the phone and made these various arrangements. He has every right to change his mind, but to assume that nothing was done or no charges would apply is not accurate. Mr [redacted]'* refund will be 4000.00 of the original 5000.00, and we reserve the right to charge the 1000.00 dollars to pay the time charged to us by our excavation sub for driving to Spring Branch from San Antonio and meeting at the job, as well as to pay our people for the time involved over a two day period. Mr [redacted] did not actually cancel until the following Monday, he just kept delaying the job while he shopped rather than cancel. Which kept our team trying to schedule and plan to return and start work for two day over the weekend. We are very sorry for the delay in refunding, but we did need to address and figure out the expenses we incurred and our subcontractors expenses.

This work is scheduled to go on Friday and to be taken care of per the Office Manager and Service Manager.