IBM

Revdex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me Regards, [redacted]

[redacted] Please note: I mistakenly used the incorrect addressThe address of this home (where the issue occurred) is: [redacted] [redacted] ***My home address is: [redacted] *** (the above address is a rental home)[redacted]

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*** *** *** *** Dear ***,Allen Service ownership and management has reviewed the paperwork and history with Mr*** service callWe find that this call was fully documented, including photographs (attached to this e-mail) which are time-stamped for 9/18/14, the date Mr*** mentionsWe are also sending a copy of our site survey paperwork, which clearly shows that he was also given the option to repair…not just replace, as stated in the complaintMr*** not only received this full documentation about his situation, but also a visit from an Allen Supervisor for a second opinion and further follinformation.Mr*** complaint failed to mention that it was not only a cracked heat exchanger, but also a cracked inducer motor housing, both are problematic and can both be seen in attached pictures.Mr*** states that his evaluation from another “local heating company”, does mention the heat exchanger being “worn” and that the furnace is also years oldOur question is “what testing methods did this company use to show that the cracked heat exchanger is not a safety issue”? Again, this is never mentioned, but later mentions in the complaint that the other company did say that the furnace has both age and heat exchanger issues.Mr*** mentions that we informed him that carbon monoxide was present…our documentation shows that we did notHowever, we did inform him of the potential safety issues regarding carbon monoxide due to the condition of his equipment by both our service technician and supervisor.We take safety issues in our customer’s homes very seriously, and a large amount of time was spent evaluating Mr*** heating systemAllen Service believes his situation was presented and documented accurately, and that this complaint should be dismissed, based on this documentation.We also feel that Mr*** accusation regarding “Unethical business practices”, to attempt to sell him a furnace that he didn’t need, are simply unjust and inaccurate We understand that Mr*** did not come to this conclusion wholly on his own, but with the help of some inaccurate, exaggerated and defaming comments made from the opinions of a “local heating company”So with that, we request the name and contact of this company, as we intend to pursue legal action against that company for defamation of character due to their alleged derogatory comments made to Mr*** regarding our business practices.In conclusion, and as can been seen in the photos, cracks in the heat exchanger and inducer housing can cause serious safety issuesWith that, we encourage Mr*** to get a third opinion from another well respected and ethical HVAC service company to help rectify the situation in his mindWe look forward to their findings.Respectfully,*** ***Customer Service ManagerAllen Service Inc.***Attachments areaPreview attachment *** Pics.msgBinary File*** Pics.msg

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*** *** *** *** * *** *** *** *** *** *** *** ***date: Tue, Dec 23, at 10:AM Hi ***,We have discussed Mr *** responseIf he will drop the complaint, we are more than willing to refundhis Maintenance Agreement paymentThe choice is up to him.Thank you for your cooperation. Sincerely, *** ***Customer Service ManagerAllen Service Inc***

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 and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
I can't honestly say that this response is satisfactory-I didn't realize an apology would be such a difficult resolution. It has taken me a little while to respond frankly because I just didn't know what to say about Mr***'s response, except that I feel for him.
His statement regarding a refusal on my part to pay is incorrect. If it was a matter of me not wanting to pay a bill, then I would have asked for that to be my desired outcome.
I am saddened by Mr***'s difficulty in offering an apology and therefore, I guess I am left to take his offer to cancel the $bill
I appreciate the Revdex.com's time and energy spent on this complaint-thank you!
Regards,
*** ***

The customer has also reached out to IBM at the same time as submitting this issue to the Revdex.com. It appears that IBM has already begun to process the change to clear the invoice and this will be processed this week

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
How many certified HVAC companies must I enlist to verify these faulty findings?!i will not be using Allen for any further business and would like my maintance agreement payment returned to me in full. 
Regards,
[redacted]

The customer has been informed of the refund and the account closed as requested.

[redacted] Hi Again [redacted],There was some confusion on whether his refund would be a check or back to his credit card.To move things along, I had a check issued, and put it in the mail myself today.Thank you and sorry for the delay.Sincerely,[redacted]Call Center ManagerAllen Service Inc970-494-7615

[redacted]
[redacted]
[redacted]
[redacted] I have not yet received a refund check from Allen Service. [redacted]

[redacted] 
Dear [redacted],
I wanted to get back to you immediately, as I spoke to Ms. [redacted] personally.
She was a very rude individual who actually...

has never paid her outstanding
invoice, even though she agreed to it with a signature. Although we were
still owed money by her, I attempted to offer her, a cancellation of that
bill, (even though her service issue was not related to any work we previously did)
but she wouldn’t give me an opportunity to even speak to her, and actually
hung up on me during the conversation.
So in conclusion: She refused to pay when she agreed to, wouldn’t listen to
my offer to cancel that bill, agreed that the service call wasn’t related to
previous work, and hung up on me.
All things considered, I don’t believe I could offer anything more to make
Ms. [redacted] happy, and we still have an open offer for her.
Thank you for your assistance on this matter.
Sincerely,
[redacted]
Call Center Manager
Allen Service Inc
[redacted]

"IBM has reached out to the customer, determined the issue and provided a satisfactory resolution to the issue."

[redacted]
[redacted]
[redacted]
[redacted] Please note: I mistakenly used the incorrect address. The address of this home (where the issue occurred) is: [redacted]...

[redacted]My home address is: [redacted] (the above address is a rental home).[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: Not able to get Production server repaired in a timely matter.

We have been trying to get a resolution for a server that keeps hanging since June of 2013. IBM continues to ask for logs, and fails to replace the bad hardware. We have asked IBM repeatedly to send a service tech onsite to replace parts, and they claim to have contacted us, when in fact no one from IBM has contacted us. I have kept a complete history of events including all the tickets & cases that IBM has opened. Previously IBM has replaced cables and controller cards both in our [redacted] and in our server, but the same issue continues to occur (IE the items that have replaced does not resolve the issue). We are not able to use this host in a production environment, and because of that we are unable to move forward on any IT projects involving our environment. This issue has been escalated several times within IBM support, but we seem to get nowhere.Desired Settlement: We are requesting that either the server is replaced, or all the parts inside are replaced.

Business

Response:

IBM along with [redacted]/service vendor are working with the customer, on remediation of issues.

Review: Refund for [redacted]

I am a Systems Administrator for our sister company, [redacted]. On June [redacted] of last year, I inquired into an update for the [redacted] software, since we were having an issue and the IBM knowledgebase said we needed to upgrade. Here is the link: [redacted] I just looked at it today and it looks like they updated the verbage. It no longer says to get an update but use a different mapper. So we got the latest upgrade (version 6.2) through [redacted] and found out that our maps would no longer work with it. I contacted [redacted] on August [redacted], and let them know of this issue. I tried to get the earlier version of the software (version 6.1), but because of legal issues, they could not provide me with it. I asked for a refund since we could not use the software and I have been working with [redacted] over the past year to get [redacted] the refund. This has been very frustrating and it appears that IBM is dragging their feet.Desired Settlement: Total refund of the software $10,600 as soon as possible.

Business

Response:

IBM has [redacted]ated the end user's complaint and request. IBM has reviewed and responded to their request by issuing a full refund of the product purchased. The credit has been issued to [redacted] from IBM. [redacted] is now processing the credit to [redacted], and expect it to be released to [redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Billed for a non returned part that was never received for repair.

Invoice #[redacted] Called and opened dispute with the company, never received a service repair part, and we are being billed for not returning a defective part. The bill goes to [redacted] out of [redacted]. We have not received a part and do not feel that we should have to pay this bill. I'm very upset that the service repair was forgotten and the part never received. All I have is messages from IBM saying the part is delayed and has not been shipped. We would like these charges to be removed.Desired Settlement: Seeking a statement or invoice saying we do not owe the above amount and this will not be charged to our business [redacted].

Business

Response:

The customer has also reached out to IBM at the same time as submitting this issue to the Revdex.com. It appears that IBM has already begun to process the change to clear the invoice and this will be processed this week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Fraudulent data theft

Softlayer.com (IBM) was a service provider to us for over five years. During that time we spent tens of thousands of dollars on their services. Over a short term billing dispute, they erased both our primary hard drive of data AND backup of well over ten thousand hours of work. This is a dangerous service provider to use-- consider one of their many excellent competitors.Desired Settlement: All of our payments to this company.

Consumer

Response:

I registered fifty plus domain names with the company, and paid for the registrations at the time of making them.