John C Flood Of Virginia Inc.

To Whom It May Concern: I am responding to the complaint of unsatisfactory service per Mr*** ***We will refund Mr*** his $Our company has spent extensive amount of time attempting to correct his intermittent control problem with his year
old unitI have personally spoken to him on numerous occasions, he has always been pleasant and gratefulI was quite surprised when he requested a full refund of the $diagnostic fee, which all customers are aware up front, this our fee to diagnose their systemThe last conversation we had related to repair or replacement of the unitHe said he already had a quote for $from a contractor to replace the unitI advised him at that time, that is a very good price and he should accept in lieu of further repairsHe thanked me for all of my helpJohn CFlood wishes him well with his new contractor and hopefully they will be able to meet all of his needsHis information will be notated in our system preventing any further services to his residence, as our many efforts to please him have apparently all been in vainAgain, we will refund his $and cut out losses.Sincerely, *** E***HVAC Manager

On December 17, 2014, *** *** contacted our company to request repair service on his
gas furnaceA
technician, David L***, was dispatched to his residenceUpon arrival, he
found the furnace inoperative due to a defective gas valveDavid contacted the
manufacturer’s distributor and was told the valve was a special order part and
not in stock locallyDavid discussed the situation with *** *** and the
valve was ordered*** *** was quoted $to replace the valve and he
agreed to the repairDavid then collected a check for $($
diagnostic fee and $deposit for the special order gas valve)
On December 19, 2014, the gas valve arrived to our shop
The office called and spoke to *** *** and arranged for David to return
and install the valveWhen David arrived, *** *** became very agitated
and demanded to examine and take pictures of the new valveDavid agreedMr
Bouraoui then made his own determination that the new valve was incorrect
David again contacted the manufacturer in an attempt to reassure *** ***’s
concerns about the valveAt this time, the furnace was still inoperative*** *** became increasingly animated and began yelling at DavidHe also would
not return the valve
Our technicians are highly trained not only in their
trade but also customer relationsDavid decided his best course of action was
to leave immediately*** *** reluctantly returned the part to DavidWhen
realized David was leaving, *** *** began screaming and attempted to
physically restrain DavidDavid left the house and immediately called the
office to inform the manager of the situation
At this time, the manager called *** *** three
times*** *** would answer and hang upSeveral days later, he contacted
our office and requested a refundHe was informed that the part was a special
order item and his abusive actions toward the service technician were being considered
by management to contact law enforcement and filing assault charges**
*** responded by hanging up
*** ***’s Revdex.com statement is obviously intentionaly
inaccurateIf indeed he fixed the furnace on December 18, 2014, why did he
agree to the return service call on December 19, 2014? His further version of
events are ludicrousBy placing a stop payment on his check, he is now being
considered for civil charges as well as criminal by our attorneysTherefore,
his request for a billing adjustment is denied.
If you have any questions or need any further information, please do not hesitate to contact meThank you!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am
rejecting this response because:
John C Flood did not service our heating
system properly; and they did not stand behind the service the verbally guaranteed
The invoice that we have for the botched service says a day guarantee on
all workMy husband and I fail to see why we have to present the invoice for
service that we had to pay because John C Flood did not fix the problemHow
does giving John C Flood our invoice help in this matterWe want our money
refunded for the service that did not remedy our problemWe feel that John C
Flood want to see the invoices to say this is not what we fixed; what we can
tell you is the electrical problem that John C Flood said they fixed was not;
even the 2nd Technician that was sent out said the ist Technician wire the
system wrong!!!!
The only
way we will provide the invoic of service is in court
John C
Flood want us to take them at their word that they fixed the problem when they
didn't;
and they know that because we had to call them back times after the first
service call on 10/25/2014; the 2nd time on 10/31/2014; and we made the 3rd
call for service which did not take place on 11/14/14; a service calls for
service for the same problem
John
C Flood stood behind nothing they did; and they have conveniently omitted that
my husband requested for a Manger to come out and assess the problem; never
once has that been mentioned nor honoredWe feel we are entitled to our money
being refunded because John C Flood did not stand behind the warranty day or
day stated on the invoice; the
service John C Flood provided which left us in the same condition as when they
first came to the house “no heat; “ and
John C Flood did not honor their verbal
or written service contract.
We
are rightful due our money back
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
December 5,
Re: Rebuttal to Pat W*** Statement received December 2, Complaint # ***
I have read the statement by Pat W*** General Manager of John C
Flood; and the accounts that are stated by Pat W*** are erroneousThe technician that came to
the house on 10/25/2014; did not speak to my husband and I about any
findings of a “diagnostic test;” he just told us that the wiring
needed to be replacedHe also never said the unit was too old to be
serviced; the technician did not say anything to my husband to make
us believe the unit could not be serviced; he never said anything
about the age of the unitAnother key point is he did not
communicate with me at all!!! As I previously stated the
technician was “nasty” to me; we had no communicationAlso I
fail to understand why having a coupon that John C Flood’s office
said could be found online is of any importance more so than the
service that was received; John C Flood was paid in full in cashJohn C Flood had to be called
back out on 10/31/2014; and Pat W*** has erroneously stated that on
10/31/that the technician Malcolm found there to be something
wrong with the thermostat; how would he know he never looked at the
thermostat? We talked about how a heat pump worksSecondly when Malcom came out he
looked at the work that had been done and said the 1st
technician that came to the house on 10/25/had wired the heater
incorrectlyMalcolm never said anything about the thermostat not
being wiredPat W*** has erroneously
stated that John C Flood came to our home on 11/1/2014; which is not
trueA manager from John C Flood called us on the service date and
told us if anyone comes out it would be a service charge; we did
not allow anyone to come outBeing that this was the same
problem; and we had already been told since this was the same problem
there would be NO CHARGE and a free Diagnostic test would be done
The service call was for 2:00pm; and minutes before the
technician was to arrive the manger called and told us there would be
a charge; we did not allow anyone to come even thought we had no
heatI would like to see the signed invoice for that day; because
neither my husband nor I signed any invoice; reason being no one was
dispatched to our home!
Pat W*** states the age of the
heat pump and air handler; if this was a problem for John C Flood why
did they try to work on any part of the system and take our money if
the system was too old? Why did they take on the responsibility of
servicing the system? Why didn’t John C Flood just say the
system is too old for us to work on? I find what John C Flood
presented to us was inaccurate information and botched servicesIf
the age of the system was a problem why didn’t the first technician
sent to the house on 10/25/say that; he was the “professional?”
Pat W*** has asked that we
provided a receipt for work done by the HVAC technician that was
contracted to corrected the mess John C Flood made; why?? John C
Flood are “Licensed HVAC Contractors;” and my husband and I
relied on them to tell us the problem and they didn’tI
question the service we received; it does not seem John C Flood did
what they said or what we needed done
This debacle makes me ask
questions; if the wiring was corrected as they said; doesn’t that
mean that the fuses should have been changed too? If a technician
says he is opening the ducts; shouldn’t he know the difference
between open and closed?
Pat W*** states John C Flood
understands and respects the customer’s right to file a complaint;
does John C Flood also understand and respect the customer’s right
s to receive capable, competent, and trustworthy service? They only
way my husband and I feel that this can be solved is by John C Flood
returning our money
Thank you,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Thank you for forwarding the reply of John C. Flood to my complaint. While some of the facts reported by John C. Flood are correct other are absolute lies and absolute distortion of the actual facts.
It is correct that the company dispatched their technician Mr David on the 17 December, 2014 to fix my gas furnace and it is correct that it was inoperative at the time the technician came in. The technician did a number of diagnoses and tests and determined that the valve was defective. He may be correct and I can't challenge him on that. He advised me to replace the gas valve and quoted a price of $619 for the new valve after he called the gas valve supplier in North Carolina. He promised to receive the delivery of the gas valve on 18 December, 2014 and to to have it  installed the same day. This did not occur  because the valve apparently arrived late on the 18 December. Given the cold weather, on the Evening of 18 December , I tried to start the gas furnace and it started with no problem. In fact, the furnace never stopped working ever since.
On the 19 December, the technician, Mr David L[redacted] showed up with the new gas valve in a box. As soon, as he came in, I told him that the gas furnace is working without any problem. He told me that it will not be reliable and I need to replace the valve and he was proceeding to install the new part. I asked him to show me the new part he was about to install. He reluctantly gave it to me. I looked at it and realized that it is a lot smaller than the one that is installed and that is supposed to be replaced. I asked Mr David if this was the correct part he ordered, he told me that it is a new version from the same manufacturer. I did take a picture of it and returned to Mr David L[redacted] calmly  and without being I agitated, nor animated and certainly  was not yelling at all as alleged in the reply to my complaint.  
I never, ever tried to keep the valve as also alleged, I told Mr David that I don't like to have a new valve given that the furnace is working normally again  and I don't want him to install it. I also told him that his diagnostic may have been incorrect given that the furnace is working normally since I restart it the day before. Then, Mr David L[redacted] picked up his tools and told me that his boss will call me. I did not scream nor try to physically restrain Mr David. May be Mr David felt insulted by me asking these questions and also putting in doubt his diagnostic. If that is the case, I feel sorry but it is in my full right to check what I am being asked to pay for. 
We were not alone on the house and a witness who was in the house could testify to what happens. Also, why would I have screamed or tried to physically restrain Mr David when, he wanted to leave. Again, how would I even tried to restraint Mr David when he is three times my size and I am a retired old man in poor health resulting from three back surgery. The accusations of physical aggression and verbal abuse are part of embezzlement tactics.
The boss of Mr David may have called the same day, as I was not home but did not leave a message. I never hang up the phone on him or anyone I know. Why would I do that when I needed to talk to him and ask him for a revised invoice that should not include the gas valve of $619 that I did not get installed?
I confirm that I called John C. Flood later and asked him for a revised invoice and a return of the deposit cheque that I gave him for $300. He informed me that the part was a special order and that I was abusive to his technician. I told him that I was never abusive to the technician and I was courteous and what he is saying is completely wrong. He informed me that he will not return the deposit cheque and hang up.
I called my bank and I requested to stop the payment of the cheque.
Then John C. Flood company staff called me  when they realized that they could not cash the cheque to inform me that they are going to send the cheque for collection if I don't pay the amount due by the next day. I called them the next day (31 December 2014) to once more request a revised invoice and I told them that I submitted a complaint to the Best Business Bureau and I will wait for their reply.
My statement to Revdex.com is not inaccurate as alleged by John C. FLOOD, I am a former Senior Auditor, Certified Fraud Examiner , Certified Internal Auditor and also Certified Information System Auditor with an experience of over 30 years investigating cases of Fraud, Embezzlement and corruption, I know perfectly what I am putting in writing.
Threats of legal action and refusal to submit billing adjustment are not considered wise actions from a reputable company. This will only harm and ruin its reputation and most likely such action will end up being reported  by the media. Also, I am not running away from paying my bills and I am ready to pay what is right and justified and without being bullied and unjustifiably threatened. 
I, therefore, request once more John C. Flood to submit a revised invoice that would include the services already rendered but not to include the gas valve that was never installed because it was never needed as my Gas furnace is still working since I restart it on the 18 December.  I don't understand why the gas valve cannot be returned for refund to the its supplier. Also. I don't understand why I am being penalized for a wrong diagnostic that was revealed wrong and I can prove that it was wrong by having the gas furnace working without any problems since it was tested.
For fairness, I have to admit that when doing the diagnostic and opening the gas lines for measurement of the pressure, Mr David may have unintentionally resolved the problem.
I therefore, would like to receive a revised invoice to pay for the services of Mr David which consist in two visits to me place on the 17 and 19 December, 2014. These charges are deductible for tax purposes, the invoice that I received cannot be presented to the Tax Authorities as it is incorrect.
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 [redacted], and find that this resolution is satisfactory to me.  There was another issue with the unit and the business sent a repair person to our home today and he was able to repair it and will also come back this Friday with another part that will make the system more efficient.
Regards,
[redacted]

To Whom It May Concern,
Reference [redacted] Complaint
[redacted]
 
class="MsoNormal">In response
to the complaint filed by [redacted] our position is as follows.  A John C. Flood, Inc. (hereafter referred
to as JCF) service technician performed a diagnostic service visit on
10-25-14 at the Lamar- Smith residence to check their heating system.  The technician found there were low voltage
wiring problems with the electric heaters in the indoor air handler.  The JCF technician spoke to the customer and
advised the customer that some wiring repairs were needed to correct the problem,
which he then performed and collected the diagnostic fee of $59.00 along with
the wiring repairs cost of $139.00 for a total of $198.00 (Invoice:
148952).  The customer also presented a
web service coupon for $25.00 off a service call, which was deducted from
$198.00 and the amounted paid was $173.00 on the invoice [redacted] signed.  A 2nd visit was performed by a JCF
technician on 10-31-14 to go over and check the work performed on 10-25-14 at
which time the technician found the thermostat was not wired correctly for 2
stage heating.  The technician wired the
thermostat for 2 stage heating operation and cycled the unit a number times to
determine that the unit was functioning properly and did not charge for the
visit.  A 3rd visit was
performed on 11-1-14 at which time the technician found the unit was operating
properly and some off the dampers on the ductwork were closed so he opened the
dampers and checked the Freon level and again we did not charge for the visit.
The Smith’s called back again wanting another service visit at which point the
service manager advised them additional service calls would require an
additional diagnostic charge as well as charges for any repairs needed.The existing air handler unit at the [redacted]
residence is 37 years old ([redacted] Model # [redacted] Serial: [redacted])
matched with a 20 year-old [redacted] outdoor heat pump (Model: basf0305a  Serial: bgcm389780).  The system is running but it is at the end of
its useful life.  When a JCF technician
performs a service call and the technician does an electrical wiring repair it
does not come with a warranty unless stated on the work order. This also does not constitute unlimited return
service calls at no charge.  However if
the wiring repair was done incorrectly then we treat that as a warranty call as
we did on 10-31-14, any service calls beyond that would be chargeable calls.At JCF we understand and respect the
customer’s right to file a complaint and are willing and open to dialogue to
resolve a complaint.  In this case we
would like the customer to produce a receipt from a licensed HVAC contractor
that states the work we performed in their home was done incorrectly, along
with an explanation of their findings. This
will allow us to better understand what, if any repairs have been done on their
heating system since our last visit on 11-1-14. 
At that time we would entertain a monetary refund if the work performed
by JCF was done incorrectly.  JCF has
worked in the Washington DC area for many years in all demographic and
socio-economic areas and provide the same quality of service to all our
customers. In closing, we respect the process and are open to all avenues of
resolving the complaint in a fair and equitable manner for both parties.  
Regards,
Pat
W[redacted] General Manager[redacted]

Date: January 30, 2015 at 9:04:24 PM GMT+1
From: [redacted] <[redacted]>
Subject: John C. Flood complaint N0.[redacted]
To: [redacted]@myRevdex.com.org
Dear [redacted],I would like to thank you for your professional and diligent handling of my complaint against JOHN C. FLOOD. Without your assistance and care I would have been subject to severe abuse by this unethical and unprofessional supplier. I wish that all customers abused by similar unethical suppliers try to contact you and file complaints. This will certainly drive supplier to conduct themselves professionally and ethically.For your information my gas burner still working fine and with single problem. So the alleged defect of the gas valve is not true.receiving your email dated 22 January, 2015, informing me of the closure of this complaint, I willingly and voluntarily sent a cheque to John C. Flood for an amount of $138 representing to fees for two visits to my home in Alexandria.I am sending attached the following documents to allow me to complete the file related to this complaint:1) the invoice of the $688 specifying the alleged faulty gas valve that need to be replaced as well as the cheque of $300 that gave as a deposit based on the wrong diagnostic.2) A copy of the signed acknowledgement of receipt of my cheque by John C. FLOOD for my settlement of this complaint although I was denied to receive a corrected invoice for my tax return purposes.3) I will send you a copy of the cashed cheque by separate email.Thank you for your valuable and precious help for assisting my in my complaint.[redacted]1)Th

On 7/3/14 one of John C Flood's technicians was at [redacted]'s making final adjustments to his new heat pump system. We have not heard from about any problems since that date.
We have attempted to contact [redacted] to confirm that his Cooling and Heating are still working properly but he does...

not return our calls. He may be on vacation. He has been a loyal JCF customer since 2006 and our goal is to continue to service for him and his family in the future.
Thank you for your assistance in this matter. [redacted]

Review: We contracted with John C Flood to replace our Heating/AC system with a new system to address a lack of cooling from the old system. They installed a new system that fails to cool the rooms it is supposed to cool. The unit barely generates any air flow and the air flow it does produce is slightly cooler than the ambient air in the room. The unit fails to cool. We have already paid for the unit and are not satisfied with the installation and unit provided.Desired Settlement: Repair faulty AC unit or replace with a working viable unit.

Business

Response:

On 7/3/14 one of John C Flood's technicians was at [redacted]'s making final adjustments to his new heat pump system. We have not heard from about any problems since that date.

We have attempted to contact [redacted] to confirm that his Cooling and Heating are still working properly but he does not return our calls. He may be on vacation. He has been a loyal JCF customer since 2006 and our goal is to continue to service for him and his family in the future.

Thank you for your assistance in this matter. [redacted]

Consumer

Response:

[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.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. There was another issue with the unit and the business sent a repair person to our home today and he was able to repair it and will also come back this Friday with another part that will make the system more efficient.

Regards,

Review: This is an official complaint to be made public record against John C Flood; and how this company did not honor warranty on HVAC Invoice; the nonexistent 90 day Warranty that the HVAC Technician verbally told us covered the work; the free diagnostic test that the Office Rep sad that would be provided on 11/19/ 2014 because we were still having the same problem – “no heat;” the Manager from John C Flood not honoring the 30 day warranty on the two HVAC Invoice for the work done; and the very poor Customer Service demonstrated.

The service that was received from John C Flood HVAC Technician on October 25, 2014; was the start of the poor customer service from this company; especially when the HVAC Technician demonstrated his inability to relate to me the customer. When my husband was present he spoke to him differently. When my husband stepped out for a moment; this is when he began to talk to me unprofessional and discourteously. The tone he took with me was nasty and offensive; first he did not explain what was going on; when he finally did say something; he just wanted to know if we were getting it fixed. I told him I wanted to discuss with my husband he would be back in a moment. This is when the HVAC Technician said “he had to go; it was obvious that we were not getting any work done.” I told him from this point on it would be better if he spoke with my husband. My husband decided to get the work done (Wiring corrected); he never told me what had to be done or explained what was happening; it was not until my husband returned that the HVAC Technician told my husband what was the problem and he also told him the work was guaranteed for 90 days; and if they needed to come back out and the work was related to the same problem we would not have to pay!!! I told my husband what happened with the HVAC Technician when he returned; when I left for a moment the HVAC Technician tried to explain his tone and what he said; he told my husband I miss understood what he said. I told my husband, I understood he was nasty! I personally feel he has no place interacting with the public when he lacks the most basic sense of propriety and kindness. That following week my husband reported this incident to John C Flood’s office.

On October 31, 2014 (6 days later) we had the same problem no heat!!! The John C Flood sent out another HVAC Technician – Malcom. He said the other HVAC Technician that came out 10/25/14 had not done the wiring correctly. Malcom said he had corrected the wiring!!! I asked why the heat was not traveling up stairs; he said the ducts were closed; he said he adjusted the ducts. From 11/07/14 thru 11/14/14 the heat never cut off; when the outside temperature and inside temperature where the same the unit never cut of!

On November 18, 2014 my husband called John C Flood to report the issue with the heating; he spoke with Leslie. Leslie said being that it was the same problem when the technician came out they would do a free diagnostic test to determine the problem. That nigh the heat stops running completely. On November 19, 2014 we had an appointment between the window times of 2:00pm – 6:00pm. The manger from John C flood called; he told my husband, if anyone comes out we would be charged, because they are coming out for the same problem. I asked what about the 90 day warranty. He said electrical work is not guaranteed. That is not what we were told!!!

He also said our unit was 30 plus years old. I asked him -- why the technician didn’t say that the unit was too old to work in when he first came out. The technician said the wiring needed to be corrected; we paid $59.00 for the visit; and $139.00 for the work. And 6 days later we had to call John C Flood again! I asked him if the unit was too old for his company to work on why the technician didn’t say that or report his findings to the office; his response was, “we were trying to help us out.” “And they did not guarantee electrical work.” The manager also alluded to we had been given a free service when Malcom opened the ducts; that should have been a service charge.

The office and the technician said all work was guaranteed. The manager tried to trouble shoot the problem over the phone; we told him the heat was not working at all; not even the emergency heat. He said to leave it the emergency heat on it would take 5 minutes to come on; and he would call back in 5 minutes. He did not call back!!! Poor Customer Service!!!!

John C Flood did not honor the warranty 30 or 90 day; and it has not been 30days since the work was done! The back of the HVAC Invoice grantees the work done for 30days, we are still within the 30days and have been on each call. I think the service you receive is a matter is a matter of geographical location and well as their questionable services. I do not believe customers male or female in Virginia locations or certain Maryland locations would have been treated in this manner. When we called another HVAC Technician; he told us if a diagnostic test was done the problem would have been caught and the ducts were not opened the ducts were closed. Here again we would have been charged for a service that was not done! With John C Flood it is about money; not Customer Care; or ethic.

My husband and my desired settlement is our money retuned.Desired Settlement: My husband and I want $189.00 refunded in cash or cashier's check.refunded.

Business

Response:

To Whom It May Concern,Reference [redacted]- [redacted] Complaint[redacted] In response

to the complaint filed by [redacted] our position is as follows. A John C. Flood, Inc. (hereafter referred

to as JCF) service technician performed a diagnostic service visit on

10-25-14 at the Lamar- Smith residence to check their heating system. The technician found there were low voltage

wiring problems with the electric heaters in the indoor air handler. The JCF technician spoke to the customer and

advised the customer that some wiring repairs were needed to correct the problem,

which he then performed and collected the diagnostic fee of $59.00 along with

the wiring repairs cost of $139.00 for a total of $198.00 (Invoice:

148952). The customer also presented a

web service coupon for $25.00 off a service call, which was deducted from

$198.00 and the amounted paid was $173.00 on the invoice [redacted] signed. A 2nd visit was performed by a JCF

technician on 10-31-14 to go over and check the work performed on 10-25-14 at

which time the technician found the thermostat was not wired correctly for 2

stage heating. The technician wired the

thermostat for 2 stage heating operation and cycled the unit a number times to

determine that the unit was functioning properly and did not charge for the

visit. A 3rd visit was

performed on 11-1-14 at which time the technician found the unit was operating

properly and some off the dampers on the ductwork were closed so he opened the

dampers and checked the Freon level and again we did not charge for the visit.

The Smith’s called back again wanting another service visit at which point the

service manager advised them additional service calls would require an

additional diagnostic charge as well as charges for any repairs needed.The existing air handler unit at the [redacted]

residence is 37 years old ([redacted] Model # [redacted] Serial: [redacted])

matched with a 20 year-old [redacted] outdoor heat pump (Model: basf0305a Serial: bgcm389780). The system is running but it is at the end of

its useful life. When a JCF technician

performs a service call and the technician does an electrical wiring repair it

does not come with a warranty unless stated on the work order. This also does not constitute unlimited return

service calls at no charge. However if

the wiring repair was done incorrectly then we treat that as a warranty call as

we did on 10-31-14, any service calls beyond that would be chargeable calls.At JCF we understand and respect the

customer’s right to file a complaint and are willing and open to dialogue to

resolve a complaint. In this case we

would like the customer to produce a receipt from a licensed HVAC contractor

that states the work we performed in their home was done incorrectly, along

with an explanation of their findings. This

will allow us to better understand what, if any repairs have been done on their

heating system since our last visit on 11-1-14.

At that time we would entertain a monetary refund if the work performed

by JCF was done incorrectly. JCF has

worked in the Washington DC area for many years in all demographic and

socio-economic areas and provide the same quality of service to all our

customers. In closing, we respect the process and are open to all avenues of

resolving the complaint in a fair and equitable manner for both parties. Regards,Pat

W[redacted] General Manager[redacted]

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:December 5, 2014 Re: Rebuttal to Pat W[redacted] Statement received December 2, 2014 Complaint # [redacted]I have read the statement by Pat W[redacted] General Manager of John C

Flood; and the accounts that are stated by Pat W[redacted] are erroneous.1. The technician that came to

the house on 10/25/2014; did not speak to my husband and I about any

findings of a “diagnostic test;” he just told us that the wiring

needed to be replaced. He also never said the unit was too old to be

serviced; the technician did not say anything to my husband to make

us believe the unit could not be serviced; he never said anything

about the age of the unit. Another key point is he did not

communicate with me at all!!! As I previously stated the

technician was “nasty” to me; we had no communication. Also I

fail to understand why having a coupon that John C Flood’s office

said could be found online is of any importance more so than the

service that was received; John C Flood was paid in full in cash.2. John C Flood had to be called

back out on 10/31/2014; and Pat W[redacted] has erroneously stated that on

10/31/2014 that the technician Malcolm found there to be something

wrong with the thermostat; how would he know he never looked at the

thermostat? We talked about how a heat pump works.Secondly when Malcom came out he

looked at the work that had been done and said the 1st

technician that came to the house on 10/25/2014 had wired the heater

incorrectly. Malcolm never said anything about the thermostat not

being wired.3. Pat W[redacted] has erroneously

stated that John C Flood came to our home on 11/1/2014; which is not

true. A manager from John C Flood called us on the service date and

told us if anyone comes out it would be a service charge; we did

not allow anyone to come out. Being that this was the same

problem; and we had already been told since this was the same problem

there would be NO CHARGE and a free Diagnostic test would be done.

The service call was for 2:00pm; and 15 minutes before the

technician was to arrive the manger called and told us there would be

a charge; we did not allow anyone to come even thought we had no

heat. I would like to see the signed invoice for that day; because

neither my husband nor I signed any invoice; reason being no one was

dispatched to our home! Pat W[redacted] states the age of the

heat pump and air handler; if this was a problem for John C Flood why

did they try to work on any part of the system and take our money if

the system was too old? Why did they take on the responsibility of

servicing the system? Why didn’t John C Flood just say the

system is too old for us to work on? I find what John C Flood

presented to us was inaccurate information and botched services. If

the age of the system was a problem why didn’t the first technician

sent to the house on 10/25/2014 say that; he was the “professional?” Pat W[redacted] has asked that we

provided a receipt for work done by the HVAC technician that was

contracted to corrected the mess John C Flood made; why?? John C

Flood are “Licensed HVAC Contractors;” and my husband and I

relied on them to tell us the problem and they didn’t. I

question the service we received; it does not seem John C Flood did

what they said or what we needed done.

This debacle makes me ask

questions; if the wiring was corrected as they said; doesn’t that

mean that the fuses should have been changed too? If a technician

says he is opening the ducts; shouldn’t he know the difference

between open and closed?

Pat W[redacted] states John C Flood

understands and respects the customer’s right to file a complaint;

does John C Flood also understand and respect the customer’s right

s to receive capable, competent, and trustworthy service? They only

way my husband and I feel that this can be solved is by John C Flood

returning our money.

Thank you,[redacted]

Business

Response:

As of this date 12/10/14 we not received an invoice from [redacted] - [redacted] from a licensed DC contractor for any repairs to their heating/cooling system since our work was performed on their system. Please email or fax over any repairs after our visit to your home.

Then we will evaluate and possibly refund this customer if we did not service them properly.

We look forward to getting this resolved as soon as possible. Thank you

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am

rejecting this response because: John C Flood did not service our heating

system properly; and they did not stand behind the service the verbally guaranteed.

The invoice that we have for the botched service says a 30 day guarantee on

all work. My husband and I fail to see why we have to present the invoice for

service that we had to pay because John C Flood did not fix the problem. How

does giving John C Flood our invoice help in this matter. We want our money

refunded for the service that did not remedy our problem. We feel that John C

Flood want to see the invoices to say this is not what we fixed; what we can

tell you is the electrical problem that John C Flood said they fixed was not;

even the 2nd Technician that was sent out said the ist Technician wire the

system wrong!!!!

Review: I engaged John C. Flood to examine a plumbing issue I was having at my home and to provide an estimate for repair of the issue. The agreed upon service visit cost was $59. After the plumber showed up, he asked various questions and proceeded to take actions to explore the issue. At no point, did he indicate that any of his actions would result in extra charges. When he was wrapping up and he provided his estimate for the work, he indicated there was an additional $146 charge for two items - cleaning the aerator for the kitchen sink which took 30 seconds and measuring the water pressure at an outside valve which also took approximately 30 seconds. Because I did not ask the plumber to do any of these tasks and he did not otherwise inform me that him doing these tasks would result in fees, I am contesting these extra charges.Desired Settlement: At the time, with the plumber at my house, I felt pressured into signing the bill, but upon reflection, I believe this tactic to inflate my agreed upon charge was unfairly done and I would like reimbursement for the extra charges (=$146). I will pay the agreed upon $59.I have called John C. Flood twice and have received no response beyond that they would research the matter and talk to the technician.

Business

Response:

John C Flood has satisfied and resolved everything with [redacted] at [redacted].

Thank you for your asssitance on getting this resolved .

John C Flood

Consumer

Response:

[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.]

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

Regards,

Review: I scheduled a seasonal tune up 12/2/14 $79.00 which cost more that the diagnostic $ 59.00 as I was told the with the seasonal tune up they would clean my flame sensor. John C Flood sent out an non senior tech who tried to clean the flame sensor but couldn't pull it out, so he rub it with sand paper while it was still in the furnace. He spent 3 hours on the phone with people at the office trying to diagnose my furnace and told me that if they had sent one of the people on the phone it wouldn't have taken as long and they would have been able to tell what the problem was.

He listed 3 possible things that could be the problem. They would send someone out with those 3 things and see which is causing the problem.

Following week I called Rob with John C Flood as no one got back to me. He said he would order the parts and let me know what the price is. Following week he quoted the prices along plus a $120 fee just to come back out. I declined.

Last week January 5th, I went out to change the filter and found 5 screws were missing from the furnace, and trash was left.

I called to complain and ask where the screws were. I spoke with Moe. He questioned whether their tech lost the screws (old unit) and noted the tech was there 3 hours they had to pay him something for his time. He told me that all their techs are familiar with all types of furnaces. I told him I was the original owner and the screws where in the unit before the tech worked on it. He said he would speak to Rob about it and get back to me.

As of today I still have not had any response.Desired Settlement: I asked for a refund

Business

Response:

To Whom It May Concern: I am responding to the complaint of unsatisfactory service per Mr. [redacted]. We will refund Mr. [redacted] his $79.00. Our company has spent extensive amount of time attempting to correct his intermittent control problem with his 20 year old unit. I have personally spoken to him on numerous occasions, he has always been pleasant and grateful. I was quite surprised when he requested a full refund of the $79.00 diagnostic fee, which all customers are aware up front, this our fee to diagnose their system. The last conversation we had related to repair or replacement of the unit. He said he already had a quote for $3500.00 from a contractor to replace the unit. I advised him at that time, that is a very good price and he should accept in lieu of further repairs. He thanked me for all of my help. John C. Flood wishes him well with his new contractor and hopefully they will be able to meet all of his needs. His information will be notated in our system preventing any further services to his residence, as our many efforts to please him have apparently all been in vain. Again, we will refund his $79.00 and cut out losses.Sincerely, [redacted] E[redacted]HVAC Manager

Review: I hired John C Flood to relace a shower cartridge, I was quoted a price of $200.00 for the repair. The plumber replaced the cartridge but destroyed my pipes in the wall of the shower and now wants and additional $700.00 to repair something he broke.Desired Settlement: Repair the dammage caused by John C Flood.

Business

Response:

**. [redacted] contacted John C Flood about a leaking shower faucet. John C Flood's tech attempted what is usually an easy task, to replace a shower cartridge. But our tech found that the cartridge had seized-up inside the valve body and upon removal of the old cartridge we found the interior body to be scarred and damaged beyond repair. Thus causing the old faucet to still leak after our tech replaced the old cartridge with a new cartridge. Due to the damage to the inside of the faucet, it continued to leak after our attempted repair. John C Flood then offered the customer replacement cost of the old faucet since it could not be repaired. The home was built in 1973 and this faucet may or may not be the original. John C Flood has no control over any debris that builds up in the water system or calcium buildups inside the piping that causes these problems in all faucets and all plumbing fixtures in every home. John C Flood offered to replace the faucet with a new one which we would credit the $313 towards the replacement cost of the faucet. We look forward to helping **. or [redacted]. [redacted] in any way possible to resolve this problem.

I engaged John C. Flood to examine a plumbing issue I was having at my home and to provide an estimate for repair of the issue. The agreed upon service visit cost was $59. After the plumber showed up, he asked various questions and proceeded to take actions to explore the issue. At no point, did he indicate that any of his actions would result in extra charges. When he was wrapping up and he provided his estimate for the work, he indicated there was an additional $146 charge for two items - cleaning the aerator for the kitchen sink which took 30 seconds and measuring the water pressure at an outside valve which also took approximately 30 seconds. Because I did not ask the plumber to do any of these tasks and he did not otherwise inform me that him doing these tasks would result in fees, I am contesting these extra charges.