HouseMaster

We have given Mr *** over $in goodwill gestures over the last months.? We feel that the goodwill gestures are satisfactory to help Mr*** with his concernsWe have offered him trade in assistance over months agoWe will again extend Mr *** that same offer of trade in assistance towards a different vehicleNot all the items of concern presented by Mr *** were covered under his extended service contract, however, the items of concern that were covered under his service contract, were satisfiedWe will contact Mr *** to extend him the aforementioned offer of trade in assistance.?

Revdex.com:
I have reviewed the response made by
the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.? I'd like to add that I am more then happy with West Herr's resolution to my complaint.? I was immediately contacted in regard to my issues and began to receive immediate attention to my concerns.? At this very moment West Herr has my vehicle rectifying situation.? Thank you Revdex.com for mediating and thank you West Herr for taking care of my situation
Regards,
*** ***

? We truly apologize for the troubles that Mr***? has been having with his vehicle.? Efforts were made to contact him to discuss his ongoing concerns.? ? With that said, Mr*** personally met with Steven P*** todayMr*** is allowing us? to attempt to trade him out of this vehicle to a vehicle that is mutually agreeable? to him and the lender and is contingent on the lending source approval.? Efforts are being made to resolve his concernsSincerely, Annette *** Executive Assistant

We are sorry for the troubles that Mr*** is having with his vehicle.? Steve ***, the General Manager has been in contact with Mr*** and we have committed to addressing his concerns.? A service? appointment was set for today, however due to the weather he needed to
reschedule.? We will follow up with him to schedule another appointment.? The option to trade into another vehicle is also available to him if wanted

We reached out to Mr*** and traded him out of his vehicle into another vehicle.? He is happy with the resolution.? Release attached, signed by him stating that he is satisfied

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear belowI am unsure why a response is necessary? Ive already outlined what I have been requesting from the onsetReimbursement for the brakes etc within miles of purchasing a vehicle with a day mile satisfaction guarantee, Which was also covered by a NYS Mandated day mile warranty (NYS) Just spent another on tires and alignment Onstar Still does not work, girl (*** * *** *** ? said they would replace it but they cannot find one and are on permanent backorder, well I can find one today, but I should not have to pay for it since I wouldnt have purchased the vehicle without a working onstar/satellite radio system ? So since I can find one and they cant, theres a monetary value there as wellThe 4xSystem is intermittent and works when it wantsThe Safety/Stability control system still malfunctions daily (Steering angle sensor is bad)? I appreciate that Mr P*** is just an employee of West Herr and his solutions are based on the bottom line at the dealership, ? but that still doesnt change this particular situation? The situation is that I was tricked into buying a worthless warranty (with over TEN THOUSAND negative reviews) ? that covers nothingI am in the process of getting that worthless warranty refunded back to my accountI was ignored, lied to about "waiting for warranty to kick in" and forced to wait until the orig 30/satisfaction warranty was over until my vehicle was even looked at(i provided copies of correspondence with previous input) I was blacklisted at the chevy repair facility and they wouldnt even discuss vehicle issues without contacting "sales" first within hours of purchasing the vehicleThey decided they didnt want to spend THEIR money fixing the vehicle and blew me off until THEIR warranty expired and the worthless warranty they sold me was in forceAnd even the Warranty co refused to cover ANY of the repairs citing "these are items that should have been completed by the dealer prior to delivery" It was stated that as a gesture of goodwill the rotted out fuel pump that kept setting off the MIL and the front struts were replaced (Both NYS Inspection items) I hold no animosity or ill will towards anyone specifically, however if west herr does business this way, its reprehensible? And in fact when I posted this on the reviews site WEST HERR FORD DELETED all my comments, and several other customers came in and commented after me saying they also had their negative reviews deleted, so West Herr deletes all negative reviews on Facebook and other places (Yelp, Google etc) in an effort to make their business look like it is higher rated than it actually is,Which in turn causes them to have SEO results much higher than they actually do.? Im done talking to these people? I try returning calls and no one calls backI have one missed call from West Herr over a week ago, ? and ive attempted via text and VM to return callsNothing? I dont feel the need to discuss anything moreIF this is the plan of action i'm forwarding the notes from the different service facilites about the brakes, e brake, struts, leaking fuel, etc to Vehicle Safety and will retain an attorney.? Regards,? *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

We apologize to Ms*** for the delay in processing her deposit refund.? The refund has been made and Ms*** picked up the check personally.?

I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards, *** *** Currently the west herr dealer still has the vehicle which has been for? ten days now! They first diagnosed the vehicle and said that the water pump needed to be replaced, then said there was a problem with the brakes, then said there was a problem with something with the parking brake, and finally a proble with the bearingsAlong with this they told me that the warranty that I have doesn't cover everything and that I would have to come out of my pocket with ? 900$The manager at the west herr outlet (***) said he would only pay 233$ for one set of the brakesAnd I'm stuck to pay the remaining balance ? which I'm not willing to doThis vehicle was never serviced properly and I'm stuck with all of these repairsI would be inclined to pay 200$ at the mostThe amount of repairs that this car has needed from the time I purchased it from them is ? unacceptable ! ? *** wants to mention that I drove? 10,miles but fails to mention that I have not had the car for even 1yr!

My intent was to file complaint as a warning to other people about the bait-and-switch financing practices at West HerrPlease contact the dealerIf enough people comment or complain perhaps they will change their fraudulent practices or shut down due to lack of businessThanks, *** ***

I never mentioned any soft spots on the roof , again my liability is limited to the price paid for the inspection , I will offer an additional amount totaling 800 dollars as goodwill but a signed release will be necessary , I did mention that not all areas were accessible in attic to view sheathing .

This is the invoice for the inspection. The invoice was paid at closing by Myself and my Wife.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  With the company not answer specific questions I have asked. Stating they are not hiding anything but will not show all photos taken during the inspection. Is adamant about their limited liability but will only refund the inspection fee if I sign a release. At this time I have chosen to retain legal counsel to resolve the matter.
Regards,
D[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The office manager/Vice President's response is not entirely accurate.  We asked for a breakdown of the cost to replace our Rinnai unit a total of 4 times.  We did not get the breakdown until several weeks after the installation of the new unit.  An offer for the purchase of an extended warranty was NEVER made.  When the breakdown finally was submitted to us, there was a cost of $349.00 "to register and hold the warranty for you in case anything happens to the unit".  I have never paid for that service before for anything I have purchased.  It does not say anything about an extended warranty.  
 
This company does not communicate very well with their customers.  When we sent our payment, we distinctly asked for a copy of the invoice they received and paid for the Rinnai unit so we could determine whether a mark-up was warranted or not.  This request was never acknowledged nor complied with.  When that invoice is provided to us, I will pay the remaining part of our outstanding bill.
 
This company sent our outstanding bill to collections necessarily and unfairly.  Rather than explain, provide information, or return our calls, they arbitrarily send our account to collections and potentially harm our credit rating.  This is simply an unacceptable way to do business with loyal customers.  Here is what we will accept going forward:  We would like a copy of the invoice from Rinnai indicating the cost of the product they installed at my house.  We would like them to recall my account from their collection agency and ensure that our credit rating is not harmed.  At that point, I will send them a check for what they determine to be a reasonable mark-up for the unit they installed.
Regards,
[redacted]

The customer is asking for a copy of the invoice, which has been provided previously. It was attached to our response as "REM Invoice" and it shows the amount that we paid for the water heater. I feel as thought that is what they are asking for for us to resolve their complaint.

First Class has a fast and courteous service. I really like the radio ad,it was very impressing. The staff is the best.

It was a nerve-wracking experience.

To put up that much money at once and expect them to sell our timeshare? We certainly had our doubts.

There were red flags; the price jumping from 5x to 7x our maintenance fee, all the misspellings on important documents (power of attorney, contracts, etc.), when they didn't contact us when we missed initialing an important contract, the time of timeshare relief going from 6 months to almost a year...everything felt...off.

But we kept up with the person handling our account on a weekly basis, brought them any concerns we had and MOST IMPORTANTLY: GOING OVER EVERYTHING WITH A FINE TOOTH COMB!

After 11 months, we had called the company who owned our timeshare (TWICE, even...because we couldn't believe them the first time) to have them tell us we were no longer the owners of our timeshare.

WHAT. A. RELIEF!

Freedom Choice Solutions LLC. DID rid us of our timeshare, as promised, but it came at a price and more than a few sleepless nights.

February 24, 2014
 
I write this letter in response to the above captloned complaint action that we received,...

filed by one of our customers. We have been In contact with her several times. Please allow me to outline our relationship with our customer.
 
She purchased a new 3 Ton,13Seer America n Standard Gas Package unit from us on January 28, 2011, for $5250.00. As you can see from the enclosed copy of her signed Proposal, she received a one (1) year maintenance agreement, two (2) year labor warranty,ten {10}year parts warranty, and ten {10) year compressor warranty. We also, under this proposal, checked the ductwork in her sunroom, repaired leaks, and added a return for her.
 
Our next contact with her was for her maintenance inspection on October 3, 2.011 (9 months after the Installation), After our Initial maintenance inspection, she made contact with us on July 26, 2012, regarding her air conditioning not cooling. We found at that time that her ductwork was wet and a portion of it needed to be replaced. She was quoted $325 for the repair since it was not a result of our equipment or our installation. That repair was made for
her. Our next visit to her was in January 2013 for a routine maintenance visit .
 
As far as the most recent visits for problems/repairs, our initial visit to her home was January 19, 2014. This was the first time that she had had any problems with our equipment (almost two (2) years after the initial installation). She was quoted for the repair (labor only to replace a gas valve) and charged $144.06, which includes her maintenance agreement discount (Please note: this invoice Is still outstanding) .We replaced the gas va lve on January 21, 2014.


We were called out on January 24, 2014, and found two issues, one being that the breaker was tripped (which the customer indicated had happened before), and the new gas valve was found to be faulty. We dropped off emergency heaters to her to get her through the cold weather until the replacement part came in.
 
 
 
 
[redacted]   [redacted]   [redacted]
 
 
The replacement part came in (on January 28, 2013) and the technician was dispatched to make the repair. When the technician arrived, he found that the gas was shut off at the valve (which Is sometimes done for a health and safety measure). He cycled the unit 4 times, found that It was running safely and properly, so he kept the gas valve on the truck, but did not replace it on that initial visit. Our customer called us the next day saying she was having the
same problem.
 
 
We had a technician replace the gas valve on January 29, 2014. The technician also noted that she needed to contact her gas company to raise the gas pressure, as It Is seemed that there was some problem with the gas pressure too. Immediately after he left, we received a call from her saying the unit wasn't working. We sent the technician back out to her home again, but there was no one at the residence. He found that the unit had been running, as the snow that was around the unit had melted indicating the unit was running and putting off heat.
 
We were out on February 6 and February 11 to reset the gas pressure. On February 11,
2014, we replaced the flame sensor on the unit as well.
 
She called our office on February 10, 2014, and proceeded to scream vulgarities at our office staff. While, I understand her frustration, I do not feel that this was necessary and is unfair to our employees.
 
 
Throughout this whole situation, we have not charged her but for the first visit. She · does not have a labor warranty, as It expired InJ anuary 2013 (she had a two (2) year labor warranty). We have extended the courtesy of not charging her for the subsequent visits, as we understand this has been an inconvenience to her, however the visits have been from no fault of our own. The visits have been necessary due to faulty parts and the incoming gas pressure (regulated by the sas company),
 
We are very sympathetic for her situation; however, our manufacturer will not replace someone's unit unless It proceeds through a lengthy process of visits from technical representatives from those manufacturers after we can prove that the unit is faulty as a whole.
 
Please do not hesitate to contact myself or anyone here at the office If you have any further questions, or need any additional clarification. Thank you for your time and attention to this matter.

See attached.

To whom it concerns,
If you have five employees available, there is no excuse for not returning a single phone call. I called numerous times (as did my husband) and not one of your 5 employees returned our calls. Are your employees capable of checking voicemail? I should think so. Are they capable of writing down our phone numbers? Are they capable of dialing our number and trying to provide customer service to customers who have used your moving company 4 times? I guess not. I should hope that the mail doesn't get lost as well, being that I have written you all a formal complaint.