Hand & Stone

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Hello *** I have received your letter in regards to our client, *** *** We’ve been in contact with this client since the initial complaint, and resolved the issue. *** *** advised that she is very pleased with
the outcome, was looking too drop the complaint with the Revdex.com. Please advise if you need any additional information. Thank you, Corin B***

Hired Bills for ONLY a furnace and a/c unit replacement Asked for estimate ONLY an on demand hot water heater They put in ALL furnace a/c and hot water heater furnace and a/c works did not know until now thermostat not working properly Called to have them come fix has to be turned on and off manually when at temp Called to have them come out they VERY busy days out Found out by accident furnace not installed properly Called city inspector NOW they will no longer service after code violations fixed They say they have a right to refuse service since I cause too many problems On demand has sandwich affect called the manufacturer they say its a install problem

We used Bill's for a natural gas conversionAfter they took out my old furnace they had to drill a hole in my wall to place a line to vent condensationThe guy who was working on the furnace (who did not give me his name, neither would other employees) drilled the hole, and another person said "That was easy." Then the first guy said "Yeah, now imagine doing that in a nice house!" It was a very derogatory comment and completely unprofessional for someone I am paying to work on my home
He wouldn't communicate with me at all or answer my questions Same installer didn't tell me they would be cutting about feet of drywallI understand if it needs to be done but they could have informed me before taking a saw to my wallI had to have them come back the next day to fix things the installer didn't do the day before (my hot water tank had stopped working overnight)Everyone I talked to said that wasn't acceptable behavior but offered no explanation about what action would be taken n

We were told a valve needed to be replaced on systemWe were never given a written estimateOnce they finished the job they said oh yeah the system was empty and we had to charge with all new refrigerant and bill would be When they did the inspection no one ever said the system was empty just needed to replace a valveNo amount was given until after the work was doneWe had provided lbs or refrigerant and then they claim they still needed more afterwe asked why we were told that the valve needed to be replaced and then after the work was done oh yeah we needed to fill the entire system too and that will cost and their response was that we just didn't want to payWe never got or saw estimate and no bill was given until finished

Last Update 3/28/2017 1:21:38 PM[redacted])[redacted]Called consumer regarding status of complaint.Consumer indicated that she was refunded for the Feb.3 and the Nov.3 charge by business.Consumer indicated that there haven't been any more transactions charged to...

her credit card by the business.Consumer indicated that she is unaware whether or not the business has closed her account with them as requested.

Review: I receive frequent massages due to the fact that I have some serious issues with my neck, as a result of radiation received treating leukemia. I booked an appointment with this business and was adamant that I needed an experienced hands and stone individual. When the manager told me, "that this woman who she gave me was not that experienced in hands and stone, I suggested we make an appointment with someone with more experience. She very convincingly told me that this woman was good enough. The lady doing the massage was very nice but even after prompting from me to do the massage differently she evidently did not know how. When asked about my experience when paying I candidly told them that I was misled and did not receive what I paid for. That was just the beginning. the woman, I assume the manager, became very confrontational and nasty. In addition she tried to charge me $100.00 instead of the introductory price of $49.95. I guess she assumed I would not be returning so why not take advantage of me. When I insisted that I could not afford that, I am on SSI disability she agreed on the $49.95 but I had to leave a $20.00 gratuity. She even suggested that I had no choice since they had my credit card number and would charge me the $100.00 if I did not agree. Unfortunately for her, she was making a scene in front of clients and we finally agreed on the $49.95 but I had to leave at least a $10.00 gratuity for a massage that I should not have had to pay for to begin with. the whole unpleasant experience cost be $59.95, verbal abuse from the, I assume manager, and I did not receive the services that I contracted for.Desired Settlement: A refund of my money and an apology from the woman who consistently misled and lied to me. Given my experience I doubt that either one of these will happen but at least there is a record of their business practices for others to learn from.

Business

Response:

Revdex.com,In regard to complaint #[redacted] filed on 11/8 with your office, the matter has been addressed with the consumer and her entire service was refunded on Monday 11/10.Should you have any further questions please let me know.Thank you,Connie L