Hair West

As mentioned in the previous response, you are welcome to call the shop and speak with [redacted] about the charges. We Charge what we charge because it is more than just labor. We like most retail service industries that advertise, pay employee benefits, train, and employ the best people we can attract within the industry. These things all cost money above and beyond just new construction or remodel mark up. We 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 quality. Their are many more items, but the value can not be experience or relayed over the phone. We do not break all these thing down into single line items. It is a lump some package. We do not charge labor in the fashion you want. We base it on the people inolved for industry averages. This is ensured so clients do not pay for difficulty in technician experiences or delays. We will not break down in detail all this. If you want a broad understanding then call. We are a premium priced company with premium guaranty. We 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 Texas. McDonals pays less than 95 cents for a ingredients in a combo meal, but you still pay 7-8 dollars for the meal. You dont ask them to itemize the bill, they are a lump sum vendor. So are we.

We have tried numerous times to contact the customer to address the issues. The process was started with the father, and the son has become involved. We would be glad to refund after the removal of the coil that was installed, or we can come finish the job and discount the job for the inconvenience....

We never added cost for the extra duct that the customer requested we put in, but will be glad to finish and still discount.

Complaint: [redacted]
I am rejecting this response because: We did pay the $89 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 [redacted], his boss wanted to run another camera completely through again.  Nothing was ever mentioned about additional cost.  He also brought people from [redacted], which again I did not know they were coming.  They reviewed what to dig up for Elmer. At 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 5 complete 3 feet by 5 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 signed. As for the cancellation, I called on Sunday 4/10/16 to both Elmer and [redacted] to cancel the job and left messages on their service.  A follow up call was made again Monday morning 4/11/16 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 $50 deposit?  Even then 25%, is high with out ever covering this with the customer up front, which they never did.
Regards,
[redacted]

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

Complaint: [redacted]
I am rejecting this response because:The response is not completely based on facts and tries to discredit me versus taking responsibility for the service (or lack of service) provided. My complaint included the actual text messages which I still have and can provide if needed.It is true that I was given options for the repair, but the issue of pressure regulation never came up until the 3rd visit. I asked [redacted] for a recommendation on which option to select on the initial visit and he suggested the one I chose as it included a warranty. As mentioned in my complaint, I never received a receipt despite the promise of emailing one, so I don’t know for certain what it did or did not include. It is reasonable to assume that a $600 repair would be more than just a single spot repair, and [redacted] told me that was what the $400 option was.I am unsure what is meant by ‘not present during the first repair’. I work from home and went out every time [redacted] wanted to show me something or if he had a question. I also monitored the work from the window in my office which overlooks the area that was serviced. I was not aware of any requirement to directly supervise the work? [redacted] and [redacted] acknowledged that it would be extremely unusual to have new leaks in the same exact area previously repaired. Either they didn’t fix all of the leaks the first and second time and/or as they filled in the hole after the repair, they damaged the line causing a new leak.The response then states ‘He then called several days …’ That is also true, but when I finally spoke to a supervisor (Charles) he gave me his contact information and said he would take care of things. Why did [redacted] come out 3 more times, return texts and calls and promise to repair the leak and include a PRV at cost to help account for all of the problems, no-shows, and issues if there was not a sense of responsibility to complete the repair?I have no idea what is meant by ‘even after he ran inside and locked the door.’ That never happened and doesn't make sense‘He did call, and get several people involved that do not have the authority to provide Mr. [redacted] any further services’ – [redacted] told me he was going to take care of me and [redacted] promised to fix the problem – I have no way of knowing as a consumer who does and does not have authority to make promises. As an agent of the company I assume they all do. No one else from [redacted] ever contacted me, nor was I ever told to contact anyone other than [redacted] and [redacted].I don’t know why [redacted] chooses to call me difficult. I patiently endured 6 weeks of broken promises and am left with a leak in the same place as at the beginning along with my yard torn up from all of the digging and replacing. [redacted] also promised to make it look like they’d never been there – as of now it was not properly filled in as [redacted] had planned to come back as indicated in the text messages in my complaint. For the record, this is the first Revdex.com complaint I’ve filed on a San Antonio business in the 8+ years I’ve lived here.I spent $600+ to repair a line that still leaks, my yard is torn up, and I’ve spent hours waiting for [redacted] to return calls, show up, and fulfill promises.
Regards,
[redacted]

Ms. [redacted] received the correct unit the very next day, based on wholesale error and communication with the delivery personnel.  The complaint was made the day of error, and we corrected as soon as possible. She stated at the time she was satisfied, and we assured her we would stand behind...

our mistakes. That does not mean we will be giving the job away. We will not be taking any action on further than correcting the situation as we did. We started and completed repairs and install within a 24 hour period from time of diagnosis. We are sorry for her frustration in having to buy new equipment and deal with the heat, but that does not translate into return of funds.

I have attached the pictures of the options you were presented. Also time stamped photos of the visits. You will see when [redacted] went out you were offered a platinum repair that would have added a PRV and taken care of the area. You chose the bronze. I have also attached the difference in Pressures from visist to visit. So 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 point. The pressure difference shows the reason for the continued leaks. LIke wise I have included the first repair and the free second repair under warranty. The reason for the continued leaks is high water pressure and that is not covered under warranty. This was what [redacted] was trying to explain after the second repair, but you were upset and went in side. He was trying to explain everything when you walked away from him. The Master Plumber personally made the decision to do second repair for free trying to show you we warranty our work. At the point the guys came out with no charge to discuss. They 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 price. The bottom line is in the beginning people tried numerous times to explain, you did not like what you heard. There 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 warranty. The 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 individually. Neither employee is employed at this company for their actions and involvement. Neither are plumbers or agents of this firm registered with the State under this Master License. Larry 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: [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 3 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]

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 control. One Hour is a available online and part of a national franchise. He can find what he wants. We did not service nor will we ever. We know exactly what he said and how he said on the recorded line by calcap. We 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 down. We really don't care about a person like his opinion, and would never want such a person as a client. He can take his business elsewhere. Any post that are damaging about this company will be met with legal representation and tortes filed against him for harassment. He is not a client, has not ever been client. Once again, corporate sells the very club memberships he complaining about not being services in front of, so he needs to move on.

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

We have a dedicated person for customer service who has been made aware of your request. If you call the office and ask for [redacted], she will assist you in correcting the matter. If another company has been hired to get involved, warranties and refunds will be effected. replacing parts to a system...

rather than the whole does not alway yield expected results based on match ups, technology, and performance requirements. Please contact [redacted], and she will make sure all things will be considered.

We have responded to numerous versions of these complaints via the emails you guys provide. We completely removed the entire system and upgraded to a state of the art two stage 18 SEER complete system to demonstrate our dedication to customer service to Mr Cervantes on 9/02/2015. This had a value of...

over 12,750.00 that we lost in proving our commitment. We will not be taking any further action with Mr [redacted] have communicated to him we will take care of him.

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

Complaint: [redacted]
I am rejecting this response because:Their response is quite fictional...and yes, it's taken me 7 months to file a complaint, because I saw that my complaints would never be addressed. Why don't they pull phone records and camera footage where I came to speak to the owner or a higher manager at their main office off of 35, multiple times, but would always get their fall guy [redacted]. He tried his best to help me,  but the financing and all the other issues he couldn't do anything about.  [redacted] was the only person that truly tried to help, but couldn't. When this all started and [redacted] the sales guy, standing in my home, sold us the unit, that he highly recommended, and as you can see on his proposal, my husband and I agreed to the greater of the offers. We didn't pick the cheapest, but the most expensive offer on the papers that HE recommended for us. My husband and I are elderly and we are NOT planning on moving, so whatever [redacted] offered to us, since he was the expert, we accepted, concerning the system. His sales tactics incorporated mentioning those CPS Rebates that we would get from installing a New system.  If they know their business then they know what SEERS they need to install in residential homes, so why offer Rebates, if they don't follow CPS' criteria on Rebates.  They are supposed to be the experts not us. He was the one who walked through my home taking measurements and we asked him and repeated ourselves, multiple times, ASKING if the New system would reach the Master bedroom, because the old existing system Never did, but he made his salesman promises that it would and it NEVER did after the system was installed. THAT's WHY they had to come back to add more intakes and vents in our Master Bedroom, because of their own doing, not ours. It wasn't as they wrote because of that "ON Time" deal but because of their inadequacies was the main reason why they added those extras. We believed and had faith in that man standing in our living room, that he was an HVAC professional and not just a salesman making commission at the consumers expense. I asked [redacted] and [redacted] over and over again, if the financing was an installment loan and they said yes over and over again and at 6%...this is all happening PRIOR to the installation, as my husband and I were melting away from the heat and exhaustion. As I mentioned earlier, there's Senior citizens here.  Heat and hypertension health issues don't mix well. Our AC system broke down early that weekend, so we were tired and hot. Bottom line, I/We trusted them and more so after they just finished installing a new $8K+-, AC system in our daughters house that's across the street from ours. It's aggravating to believe that they knew the truth about that 14% revolving account they stuck us in. They NEVER not even once, corrected me to say, excuse me, Mrs [redacted]... the papers you and your husband signed is/are NOT an installment loan, but a credit card for $10,000.00, that we have to pay back, 1st year at 6% and then jumps to 14% when the year is up.  I asked again when he brought back those papers, for us to sign again, but they said nothing and agreed that it was.  I spoke about the amount, interest rate and paying it off within the allotted time and they still said nothing, nothing about a REVOLVING account.  SERIOUSLY, if we had known that prior to signing, we sure wouldn't have signed with Elmers and would have bought a couple of window units locally and shopped around for prices, under better conditions, but we didn't, because we trusted in them and because of our daughters.  My husband and my credit scores are high and we try to maintain that. 100% on time and we keep it that way.  We weren't about to NOT pay this and ruin our credit, so we have been paying that mess. Why only that 1 financial company named Aquas/Connexus?  So Revdex.com you tell me what CONTROL over financing did we have...NONE!!! They picked the company whom would finance us, not us. They picked the system, not us.  So fiction, fiction and more fiction.  I wouldn't be surprised if the one who made this ridiculous appeal is the same individual that stood in my home who sold us this unit.  Last but NOT least...yeah, it's VERY Hard to try to make time for [redacted] when they stand you up. I missed 4 days works for them to install this system initially, plus all my calls and office visits in between, so when October came around for the Heating system, initial start up check up,  I was called/harassed just about everyday, by a [redacted], and when I was able to have them over on a Friday with a timeframe that they gave me, they DONT SHOW and NEVER CALLED to check on us till now, conveniently after I file a couple of complaints against them.  So, no accusations or here says or lies, from our side, just truths concerning events and words that truly happened without exaggerations or lies, in my home.  Mr. [redacted] needs to do what's right, that's all. Amen!
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is the bestthey can do. I appreciate the time of Mr. [redacted]. I hope this was a learning experience for all. As a consumer I have the right to ask questions, read the fine print, and expect people to keep promises. Sorry for wasting anyone's time. I am sure your product is so well made we will not need service. But if we do need the unit serviced, unfortunately your representative will have to talk with me. Or me and my husband, if he is available . All of our time is very valuable and we try our best to work as a team.
Regards,
[redacted]