J & F Homes

Please provide pictures

Revdex.com:
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
Attention:
Ms *** *** Dear Ms *** Attached are photos showing the mistakes mentioned on this complaint: Image_1 is a copy of the instructions provided by the Town of Millsboro which was given to the plumber prior to the start of the projectThis shows how the installation of the sub-meter should be done (the "H" meter being the main and "S" as the sub-meter)Note from the illustration that the sub-meter should have been positioned before the main meter of the water sourceHowever, from Image_2 the sub-meter was installed in a different location after the main meter, as shown on Image_The result of which is "double billing" from the water company for the water that passes and being recorded by the main meter and then recorded again by the sub-meter. Another problem as shown on Image_4 is that the sub-meter was hooked up to the water heater tank as its source (according to the new plumber who fixed the problem), therefore, the outside faucets are spraying hot water which was very expensive. Image_5 shows the correct installation (as fixed by the new plumber) which is how the project should have been done in the first placePlease note that since I am not familiar with these things, I did not realize the problem until it was pointed out and explained clearly by the new plumber, who at that time, was installing our sprinkler system. Thank you for your assistance

Revdex.com:
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
Not only is First Class deceiving us, the customer, but they do not even tell the Better abusiness Bureau the truth First Class was aware the parts were covered under a warrantyI spoke directly with comfortmaker and First Class did not contact them for any reimbursement I then told their office manager that Comfortmaker does not deal directly with the homeowner, but the office manager did not care and was rude and disrespectful to us She said the owner of First Class was of this and did try to contact Comfortmaker, which again was untrue How sad that this company will continue to deceive their customers.I guess we will have to reach out in social media to make other unsuspecting potential customers aware that this will most likelycontinue to happen with this company. It’s CUSTOMER BEWARE!

Revdex.com:
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
First class should be no class/ down in southern Delaware they don't like anyone questioning a bill or disagree with them then they make up lies like he was difficult, irate, slammed the phone down/ they originally wanted to charge me 200$ just to drain the tank in addition to the work involved( they did not mention that in they response) so that would have made my bill over 500$ for two parts worth about dollars as it is they got over 200$ labor charge about one hour of labor/// most other companies absorb the service call charge if you get the work done that day// I think they said they would waiver the charge if I bought a new tank which would be well over 1,000$ for sure// I am a senior citizen and a disabled vet and will tell all my friends don't use first class they are dishonest in billingI am in contact with the home deptcompany and they said they will reimburse me for the 79$ since I am not rich and on a fixed income/ they say they love the veterans down here in Kent county but no one acts like they do!!! It's all for show I wish I never moved here since these folks are backward and ignorant they exaggerate and lie about everything I guess they never heard the customer is always right * *** *** *** *** *** *** *** *** *** *** *** ** *** ** *** *** ** *** ** *** *** ** *** *** *** ** *** *** *** If I need help in the future I will not be calling first class that's for sure *** *** *** *** *** *** *** *** *** ***

We received the pictures and additional concerns you sent regarding Mr*** ***.As we stated in the first e-mail, we did attempt to schedule our plumber to address Mr***’s concerns and make any correctionsI explained to Mr*** that if our plumber installed the meter incorrectly, there would be no charge. Mr*** did not want to schedule for our plumber to go backApparently after we spoke, Mr*** decided to have another plumber take care of his concernsWe were not aware of the additional issues that were sent to us on 09/07/by the Revdex.com from Mr***Had we been aware and given the chance, we would have gladly addressed them.Unfortunately, since Mr*** called in another plumber, and we were not given the chance, we cannot correct problems already taken care of by someone else

Please see the letter that I have uploaded from our Office Manager.  Should you have any other questions, do not hesitate to contact us. Sincerely,[redacted]HR Manager/Credit

Please provide pictures.

Here is our response to [redacted] & [redacted]'s complaint with the Revdex.com.We went out to Mr. and Mrs. [redacted]’s home on July 26, 2017, at which time our technician made the following comment on his work order: Checked over system and found blower wheel bad. Blower motor and wheel need replaced....

Ordered parts united refrigeration.  Price to do both $747.41 plus $89 diagnostic. Total $836.41 -15% $75.65 diagnostic $635.30 blower wheel and motor. Total $710.95  Need 1/2 down $317.65 plus 75.65 $393.30 customer paid $393.30 cc auth# 56359POffice will call customer when parts arrive. $317.65 due at completionThe customer called again and had us come on July 29, and the technician found at that time:7/29 Jamey Mounting brackets to blower motor have snapped due to off-balance operation. System is shut down at the furnace and should remain so until repairs can be made. Unit not running at this time. No money was collected from the customer at that time. We repaired the parts on August 3, 2017: 8/3 Brett Installed new blower motor and wheel. Ran system. Everything is working properly at this time. Total $317.65 paid cc auth# 07024C After we made the repair, the customer reached out to us on August 11, 2017, because they had called Comfort Maker and found out the parts (not the labor) were under warranty.  Parts for Comfort Maker equipment come from a local distributor that supplies parts for many generic brands of equipment. They require a model and serial number when we order the parts. This is when we rely upon them to let us know when parts are under warranty. They did not let us know this when we ordered the parts. We do not order from Comfort Maker directly.  Once the [redacted]’s contacted us, we reached back out to the distributor and they said that the homeowner had to make the warranty claim through Comfort Maker themselves because we did not install the equipment. The equipment that was installed in Mr. & Mrs. [redacted]’s house is a builder grade of equipment and only had a five (5) year parts warranty.  By the model and serial number, we believed the system was out of warranty or we would have questioned the warranty even more at that time. When we file warranty claims, we file them with the company from which we receive the parts. The local company that supplied the parts is the one that told us we couldn’t process the warranty claim through them. The homeowner had to do it with Comfort Maker directly.Comfort Maker should work with the homeowner for their part reimbursement. We did reach out to our representative, the local company and did make several phone calls to try to assist Mr. & Mrs. [redacted] with their warranty issue. We were continually told that they had to file the claim themselves. Mr. & Mrs. [redacted] were provided with their invoices showing they made payment for the parts ($710.95 for parts and labor) for the repair, as well as the model and serial number of their equipment, so that should be more than enough for them to be able to receive reimbursement from the equipment manufacturer, who are the ones that hold the warranty. We file warranty claims every day. At no point did we ever refuse to file a claim. We were relying upon the information that was given to us from our distributor who is the one we would file our claim through because that is who supplied us with the equipment.

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]

Our customer (and/or her partner) contacted our company on Thursday, June 16, 2016, at 4:27 p.m., to advise that they had no hot water coming out of their first floor Rinnai unit (they have an additional unit on their second floor). We sent our technician, who went out to the customer’s home from...

4:53 p.m. until 5:44 p.m. that evening. The technician’s notes are as follows: “Found fault code at number 11 no ignition, call tech-support have inlet pressure's at 10.4 inches of water column. Outlet pressure at 2.9 and fluctuates. Found water inside unit. Unit has defective heat exchanger. Customer will call propane suppliers to have regulator adjusted. Pressures need to be no higher than 13.5, would like around 13 inches a workout .Need price on replacing heat exchanger also need warranty on new heat exchanger. Customer would also like price on replacing the whole unit. Customer does have hot water on the second floor.must call customer in the morning with all prices and availability. Customer still owes $75.65 for diagnostic towards the other pricing” The following morning, Friday, June 17, 2016, I called Rinnai to find out about the customer’s warranty on the heat exchanger. I had to wait on a call back from the warranty department, which I did not receive until Monday, June 20, 2016. When I received the call, I was advised that the heat exchanger warranty was reduced to 3 years, as they had a circulator pump on her water heater. I called the customer and advised her of this to which she replied, this is not the case, as she looked in her book and found that it is under warranty. I placed another call to Rinnai, and they confirmed that they do not have a warranty because of the circulator pump on their unit. Rinnai said the customer misunderstood what they were reading. The warranty is reduced to three (3) years for the heat exchanger if there is a circulator pump. I explained this to the customer. I then gave them the price of $1200.00, for parts and labor to replace the heat exchanger. At that time, Rinnai could not give me an affirmative of the availability Heat Exchanger. The customer asked for a price to replace the whole unit and without specifically pricing the unit, I quoted them $2000.00-$2200.00. I was told that they would go ahead with the replacement of the whole unit since the repairs also would not have a warranty with them. I ordered the unit that day, Monday, June 20, 2016. The unit arrived the next day (Tuesday, June 21, 2016). We scheduled the replacement on Wednesday, June 22, 2016. The two technicians went there on Wednesday and replaced the Rinnai tankless water heater. They did collect on the day of the installation. Once we determined they had not paid at the time of the installation, the office emailed the invoice to the customer on Monday, June 27, 2016. The customer then contacted us and asked for a breakdown of the charges for the installation. This is the first time I was asked for a breakdown. They told me it was because they wanted to submit this to their insurance company for possible reimbursement. I emailed the breakdown of the charges to the customer on Friday, July 15, 2016 (Our main service coordinator was out of the office with two (2) deaths in the family, thus I was doing double duty in the heat of the summer so there was a delay in forwarding the actual breakdown). The break down I gave was as follows: $967.07 for the tankless water heater unit $338.45 for markup on the tankless water heater unit (we have to mark it up, otherwise we would not be able to stay in business and cover overhead) 349.00 to register the warranty and hold the warranty for you in case anything happens to the unit $495.00 for the time for the two technicians to install the unit $2,149.52 Total I used the price they customer and/or her partner gave us for the Rinnai unit, because I did not have the invoice for the unit in my hands at the time of pricing the breakdown. They responded saying they were not paying a markup as: “The cost of the unit (this is actually the price I quoted you that I found on line from Amazon. See the previous email message I sent you on  June 20th.  This price already has the mark up in it because I am sure Amazon would not sell the unit without marking it up.” They customer and/or her partner keep referring to an email they sent me on June 20, 2016. I did not receive a email from them on this date, however found out during our July communications that she sent this email to our President. As you can see from the attached invoice for the unit, we did pay a total of $877.17 for the Rinnai unit and $77.24 for the vent kit. The invoice totals $954.41. There was no mark up included for the unit, and we feel that it is only fair that we can include a mark up. The mark up covers our overhead, and if we cannot charge this, we will not be able to stay in business and accommodate our customer base. They then disputed the amount that we include for an extended labor warranty for the unit in case there are any problems with the unit, we will not have to charge the customer. We hold our extended warranties in house and have a separate account that the money is put into to cover labor charges. I advised the customer and/or her partner that if they refused to pay this then the warranty will revert back to the one year labor warranty, which is the only labor warranty provided by Rinnai. After the one year, they would be responsible for any labor charges incurred for any repairs. The customer, in providing their own breakdown of what they thought they should be charged, also included the Maintenance Agreement Customer discount in their line items. Our maintenance clearly states that the customer will receive a “15% off on All Component Repair Labor” and “15% off All Component Repair Parts”. The service that was provided to the customer was not a repair, it was a unit replacement, and as thus, it is not subject to the 15% discount. They did not “argue” the amount that we charged for the two technician’s time for their unit replacement. We also extended a courtesy to the customer and her partner by not charging them the diagnostic for the initial visit on June 16, 2016, which totals $75.65. We feel that they customer and/or her partner still owe us a balance from this install. The original quoted total was $2000.00 (which already was discounted since the customer has been doing business with us – we chose to charge them the lesser of the $2000.00-$2200.00 window). If they do not want an extended warranty on their unit (removing $349.00 from the total amount), they should still owe us as follows:         $2000.00 (quoted amount)     -  349.00 (extended warranty) 1651.00 (installation without extended warranty) They have currently paid us $1317.07. When you reduce the quoted amount by the $349.00 extended warranty that they do not want, we feel they still owe us $333.93. We feel that we addressed all of the customer’s concerns while we were going through the installation process, however, the customer refused and continues to refuse to see that they owe a balance. I was in contact with them on many occasions. I am the Office Manager as well as the Vice President of the company.

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.