Hey Neighbor LLC

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.] RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Regards, [redacted]

To whom it concern:Yes, we where out on an emergency after hours/weekend service call to the above customer After our service tech diagnosed the inducer motor not working He explained the repair cost to the customer of $diagnostics and the repair parts would be $if we recycle the old motor core or it would be $if the owner wanted to recycle the old part Customer came down to the furnace and our service tech showed her the new motor, gasket kit, and hardware kit prior to installation of parts As for our pricing structure we explain all pricing prior to doing any work and on our estimate sheet we clearly state "Please be advised, you may find prices higher and/or cheaper that us".As for refunding $to customer, we have not been paid for our services, they stopped payment on the check that was wrote to us.We are planning on allowing [redacted] who is our attorney to proceed with collection action on behalf of the company If the customer would like to resolve this prior to us contracting with our attorney, which will cost us $300.00, we will be willing to accept a certified check in the amount of $653.00, which breaks down as $for repairs and $for stop check feeAny further questions, please contact us via mail.We will hold off on sending this matter to our attorney till we get response or the complaint is closed.Thanks,***

The clients request for a $refund was fulfilled on 10/18/with payment by check # [redacted] sent to client via USPS

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. This is what Hey Neighbor did to my house, see attached pictures. Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I
have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Work performed at:*** *** ***
*** *** ** **
***

The clients request for a $49.65 refund was fulfilled on 10/18/16 with payment by check #[redacted] sent to client via USPS.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

To whom it concernsWe were called out to [redacted] home on a Saturday for a furnace failure after arriving to his home we found the bower motor had failed  Most likely due to the blown wheel be as dirty as it was and age of motor  We removed the motor and dry cleaned the blower wheel for...

[redacted] after we explained the problem and the cost of repair from our straight forward price book. We did the repair and system works as for price we explain on the estimate form that you may find prices higher or lower please see highlighted area.As for a refund, we would give [redacted] the service call money back but please see his invoice, we gave t back as a discount the day of the service.

To whom it concern:Yes, we where out on an emergency after hours/weekend service call to the above customer.  After our service tech diagnosed the inducer motor not working.  He explained the repair cost to the customer of $20.00 diagnostics and the repair parts would be $915.00 if we...

recycle the old motor core or it would be $935.00 if the owner wanted to recycle the old part.  Customer came down to the furnace and our service tech showed her the new motor, gasket kit, and hardware kit prior to installation of parts.  As for our pricing structure we explain all pricing prior to doing any work and on our estimate sheet we clearly state "Please be advised, you may find prices higher and/or cheaper that us".As for refunding $600.00 to customer, we have not been paid for our services, they stopped payment on the check that was wrote to us.We are planning on allowing [redacted] who is our attorney to proceed with collection action on behalf of the company.  If the customer would like to resolve this prior to us contracting with our attorney, which will cost us $300.00, we will be willing to accept a certified check in the amount of $653.00, which breaks down as $615.00 for repairs and $38.00 for stop check fee. Any further questions, please contact us via mail.We will hold off on sending this matter to our attorney till we get response or the complaint is closed.Thanks,[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint I[redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

1) We did respond to complaint 3/2/1/ and we verified with Revdex.com they got our response.2) Please look at #13) "Ignoring the tenets of BBC" Not sure what they mean by this4) We don't have model #s or serial #s to give.  We did show the owner our Price Book and level of repair and cost as seen on our estimate sheet she didn't want a written estimate and we talk to a family member o the phone who is in the business (at least that's what he said) and he didn't ask for any more information5) Yes, we are not accredited at the Revdex.com and that is also our choice.6) Yes, we would be happy to refund the customer $55.42 as our previous complaint stated as for the $20.00 diagnosis charge that is not part of our refund. The $75.42 is 55.42 service call and $20.00 Diagnosis.  As for the $200.00 labor charge that is our labor to do the job but as a courtesy we will refund $75.00 of the labor providing [redacted] the customer signs off on our refund letter which I have enclosed.  Without a signed refund letter we wouldn't be willing to do any refunds including the service call.  If this offer is unacceptable by the customer we ask the Revdex.com to close this complaint as being unresolved.  This is our final and best refund offer.

To who it concerns, we were out to this customers and did the repair as stated.  As for the part being only $24.95 that is from the internet we don't buy our parts for online due to us not being able to warranty the part out through our local vendors. Our local vendors require us to purchase...

the part through the manufactures supplies channel. Once you take the cost of the wholesale part and the cost of us sending a man over to pick up the part and fuel etc we pay more than that for the part.  We took the time and called several other companies to see what the cost of the part would be from them and we got the cost for $150.00 to $300.00.  As for it only taking 15 minutes that is a little quicker than what it takes time your figure knocking at the door, customer explaining what the problem is, going to thermostat to turn system on then customer showing you where the furnace is (most of the time furnace is in basement), after going down to furnace need to open it up and check the system then for the problem then back upstairs then explaining it to the customer once customer ok's repair going out to the truck and getting part then back into the house and down to the furnace put part in, cycle furnace on/off several times to verify its working then put everything back together and then back up to thermostat and reset it to customers desired temp.  This process takes more than 15 minutes to do.  It may seem like we were only there 15 minutes but most of the time its anywhere from 30 minutes to an hour.  As for refunds we would be happy to refund the customer the $55.42 service call since our company policy is if the customers not satisfied with our service we will refund the service call fee.  Any more questions please feel free to call us Thank Yo[redacted]

[A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]
Revdex.com:  The only resolution that was given is tobpay for central air and get the coil for free.
At this time, I...

have not been contacted by Hey Neighbor LLC regarding complaint ID [redacted]
Regards,
[redacted]

We were out to [redacted] house on Feb 17, 2016 upon arrival at his home we diagnosed his furnace as needing a OEM flame sensor, the pric[redacted] is quoting is less than we pay through some of our suppliers.  We don't buy parts from the internet and I would assume that is where he is getting...

his pricing.  Please find enclosed a copy of his original work order and a copy of our estimate form (109:43-05) which he signed prior to us doing any work.  Our company policy is if your not happy with our service we will refund the service call, which we did offer to do and we mailed a check back to [redacted] but he refused it and mailed it back.  To address the pricing structure we charge everyone the same rates no matter their age.  We use a software that figures our cost of doing business and then it gives the price to the service tech which then shows the home owner and then we offer them our estimate form and ask them if they would like a written oral or no estimat[redacted] initial oral estimate which we gave him.  At the bottom of the form it states you may find prices higher or cheaper than us.  As in the Revdex.com we are not members as in [redacted]t we are in negotiations with there legal department due to we had an [redacted]t logo on an ad we ran, once we get that matter settled we will show again our rating.  Thank[redacted]

I am responding to your email regarding the captioned matter. What transpired here was that on 10/13/2015 Hey Neighbor LLC provided a quote to Mr. [redacted] to install a new natural gas up-flow furnace, connect to the existing ducts, and including the removal of the old furnace which the customer requested to be left outside. You will note there is nothing mentioned here regarding air-conditioning. At no point did Hey Neighbor LLC sell to Mr. [redacted] any air-conditioning. The air-conditioning arose when Mr. [redacted] advised Hey Neighbor LLC that they were going to install air-conditioning. Hence, the note on the second form dated 10/14/2015, "when we return for A/C bring cased coil to match furnace". This was part of the original furnace job to connect to the air-conditioning, which the customer was going to install. Apparently, the girlfriend and Mr. [redacted] got involved and interpreted this as they were entitled to a new air-conditioning, which is totally untrue. During my investigation of this matter, it came to my attention that essentially the complaint forwarded by you is almost word for word coming from the Revdex.com. I am concerned that the Attorney General's Office is being put into a position of being an enforcement agent for the Revdex.com as opposed to handling these complaints, directly, from the consumer. One being, the degree of care which the AG takes with incoming complaints versus all the Revdex.com does is write down what the consumer is saying, with no other due diligence. I trust this resolves the matter.

We were contracted on 10-16-15 Invoice #[redacted] by [redacted].  She originally was trying to have a family member (who is part of a local company in Massillon Ohio) to come out and do her job (this is what she told us at both booking the appointment and when we were quoting the job) but the...

family member referred her to our company. We gave Mrs. [redacted] an estimate on invoice #[redacted] we did not mention any brand names and in the top line of the estimate it states “Replace Nat. Gas Counter Flo Furnace” we are only able to get a few different models of manufactured home furnaces. (these are a special line of HVAC) at this time Colman was in a manufacturing transition going to Broan units we have enclosed a letter from our supplier explains this and it shows Broan will be the manufacture for Colman units.   We have enclosed the paperwork from our supplier showing the unit we used is manufactured home approved (we have removed our suppliers phone # knowing a copy will be sent to Mrs. [redacted], if you would like it let me know) and made for manufactured homes, the closet that the furnace fits in is all the same size so the manufactures make the furnace to fit the best it can.  We cannot use a residential furnace for this application being they are not approved for manufactured homes unless you go into a couple different high end units and by the upgrade kit.  We stay with units that are approved and we know they will fit. As to the floor.  We have gone out and looked at the floor and we took pictures of it which we have enclosed.  We asked her to show us were we tore the floor at which point you can see us taking the pictures.  We put a floor cover down when we are working on a customers floor.  In the pictures you can see scuff marks that were there before we did the job.  If this home owner wants she can contact our insurance company and we will let them handle the floor but as we explained, we don’t just pay people when the claim we damage something.  We let our insurance company handle it. As you can see from the pictures with the floor the furnace doors are all that hang out of the front. We personally believe the customers family member got involved after the fact and now is trying to make himself the good guy saying he could of saved her a bunch of money, but we are not a family member of hers and we charged her the same price we charge everyone we do this mobile home furnace job for. If you need any more information please feel free to contact our office at [redacted]. Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted]d have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.] April 5, 2018[redacted],
  There are some
inconsistencies in your response. Yes, you did say there was a diagnostic fee
of $20.00 and the cost of the repair would be $915.00. The part were the
inconsistencies comes in here: You NEVER showed me the new motor, gasket kit,
and hardware prior to, during, or after installation. The reason I saw a part
at all, whether the part was yours or mine that I saw is undetermined, was
because I walked downstairs to ask you for a breakdown of the bill. Your reply
to me was it all comes in one kit and you do not have the prices to give me so
my question was never answered. The question still was never answered in the three
phone calls not returned by you from my boyfriend requesting the same information.
In your response you also never answered the question of why you told me it
would cost me a $20 fee to leave my own part when I requested and initialed it
to be left on the first invoice. Only after I told you to leave it, did you say
there would be a fee due to a core motor charge as in the case of an alternator
of a car. Either way, the part was mine and there should not have been a fee
but rather a discount to me if that truly was the case but we know the truth
there. It also explains why you made me fill out a new invoice so my initials
were no way connected to that space. Let’s be clear here, I stated in my
complaint to the Revdex.com that I DID stop payment on the check I wrote you, because
I am upfront and honest, not because I was trying to scam you. I want answers
that you clearly did not provide. I will not pay you a $38.00  due to your bank charging you a fee for a
stopped payment. I already paid my bank $31.00 for this and if you were an
honest individual none of this would have happened in the first place. You were
in my home for less than 30 minutes, against my better judgement I will pay $615.00.
You have cost me valuable time relating to this matter as well as physical and
emotional stress and I am over this encounter. Enclosed you will find a check
but I will make no effort to get a certified one. The question here lies not in
my ability to pay but rather your integrity.  
[redacted]This is a copy of what I will be mailing to the company along with a check. I would like it to be noted I want my contact information available to anyone that needs it in regards to complaints filed against this company.

On June 2, 2016 we had an appointment to come out and check the A/C system due to it was not cooling the house properly.  As you can see from our invoice we found htree issues a the house when our service tech showed up....

1-Filter was dirty 2-Condensor coils were dirty restricting air flow 3-unit was low on refrigerant.  We meet a lady at the property who was explained the repairs that were needed then we called a lady on the phone (who was paying the bill) and explained the repairs that were needed and a full cost of these repairs.  We explained to the customer or who we talked to that the cost of repairs would be as shown on the invoice (we gave a copy to the email that they provided).  At the bottom of page (c1) you will see we explain warranty on freon and recommend having system leak on the invoice.  We verbal explained to customer that we could fill the unit but we can't guarantee how long it will last.  We explained we would have to do the following process to locate the leak. 1-fill unit back up 2-add a die test solution to unit 3-would have to run unit for 48 to 72 hours 4- then we would have to leak search the unit and find leaks 5- we then would have to reclaim freon 6- then we would have to repair leaks or replace part, if not repair 7- then we would nitrogen test system 8- if passes nitrogen test we would fill back up with the new freon.  Below is the cost for most of the work.1. $450 first freon fill up  2.  $150 die test  3. $144 per hour leak search  4. $125 reclaim freon  5.  depends on repair plus labor  6. $125 plus labor  nitrogen test 7.$450 fill back up with new freon.After explaining the cost of a leak search we were told to just refill unit.  We then refilled the unit checked home and found unit was cooling the house after we refilled it.  We will be happy to return to this job and perform a leak search but the price to do this is listed on the previous page we will be willing to discount the filling of the freon back up in step 1 then the rest is priced on previous page.  We would be happy to give them a free estimate on replacing the equipment and we would credit the previous owrk order towards the replacement cost of new equipment.  We also included a copy (c2) of the estimate form 109:4-3-05.  Thank you for your time and please let us know what we can do to help this valued customer.  Ron  Hey Neighbor LLC

To whom it concernsAs for the repairs of this furnace, we came out to diagnose the unit and after diagnosing the problem with the furnace we showed the homeowner the prices to repair the furnace.  After we gave the homeowner the price to repair the furnace she called a relative on the phone ( a...

man that said he was in the business in another state) I explain the price to him over the phone and then handed the phone back to the customer at this time she started speaking in another language after about 10 minutes at the table I explained to her we can fix the furnace or she can call someone else.  But our price is out of a straight forward pricing book and we can't adjust the pricing.At this point her and the man on the phone decided to have us repair the furnace.As for pricing we went over it and had her sign the estimate form which shows she will be charge a total of $526.42.  She oked the work and then we proceed to do the work.  After completing the job [redacted] paid us in full by check for $526.42.  Before leaving, she explained t me about how she sells homemade bread but I could only buy a loaf if I paid her in cash so I did and it was great.  Thank her for it.After the fact her daughter I believe called after finding pricing online but please refer to our estimate form highlighted area and please she see the sheets she sent into us with prices found online.  She requested a full break down of repairs which we provided as you can see with her complaint and our invoice.After speaking with her several times and being told we were in the wrong by her, we contacted our attorney as you can see from complaint and he started responding for us.As for a settlement our company offers 100% satisfaction or the service call is free, so we would be happy to refund the $55.42 due to it appears this customer is not happy but we haven't talk to the owner, we only have had communications from her daughter.Thank you