John Waters Heating, Cooling & Electric

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] ***

We have been in constant contact with this clientWe understand that the first item was damaged from the factoryWe immediately ordered another item for the clientThe second delivery was also damagedWe offered the client a $credit and we would order another one or a full refund and we'd remove the damaged merchandise immediatelyThe client has opted for the full refundThe merchandise has been scheduled for a pick up 0516, and a refund check has been issued

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: The only reason Corner Furniture, and specifically Lourdes, is now responding is becaue I got the Revdex.com involvedWe sent numerous emails to Lourdes as per her request, and she never responded Why claim its made of cafeteria grade steel if that serves no purposeAnd our sales rep who was not Lourdes said it is not prone to scratches because it is cafeteria grade steelWhy is the product that is supposed to be of such high quality scratching just from eating on it even when its covered by a table cloth? Selling customers faulty furniture and protection plans that dont even cover the specified material is fraud Please refund me the rest of my money for the protection planMontage did issue a check which has not been cashed but its not for the total $And we did report the scratches to Corner Furniture but when we went back to the store and spoke to Claudette she said she would review with her manager and give us a call, we never got a callWe were waiting for a response to determine what to doWhen Corner Furniture wouldn't assist us we finally decided we had to contact MontageI would never patronize this business againPreviously we had purchased a couch/sofa set under my maiden name [redacted] Never again, you have totally lost our business We pretty much purchased the most expensive dining room set in your store and cant even get it serviced...and the material does nt hold up as was claimed In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

The client received delivery of the merchandise on December **, We received the first phone call regarding scuffs on December **, Our service technician completed the service on December **, 2015, to the client's satisfactionWe received the second phone call regarding the same matter on September **, The client was informed to call the Montage Furniture Service for the serviceThe client contacted us again after the claim with Montage was denied on November *, We contacted montage to find out why the claim was deniedMontage informed us that the claim was denied due to cumulative damagesThe damaged had been done fore well over days before it had been reportedIt was advised to the client, as it is done with every client, to contact Montage immediately when an accident occurs with their merchandiseThis was not the case with this clientThe claim had not been reported immediatelyAs to the claim of "cafeteria grade steel", yes this merchandise is restaurant quality, however that does not make it scratch or scuff proofThe client has already received compensation from Montage, no further monies are dueAttached are all the service forms pertaining to this matterIf any further information is needed, please feel free to contact me either via email at [redacted] or at the number belowThank you, Lourdes B [redacted] **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[We understand we share some responsibility in this issue However, per our research, ***ors such as this one are expected to last approximately 30,hours of run time Although we don't have the actual run time (John Waters may be able to obtain it), the only time it has run is for the short maintenance runs it has done weekly (about minutes each Thursday), probably under hours total We were given no choice as to what ***or would be installed, as it was the choice of the installer We did have one year of maintenance provided by the installer as part of the cost of the ***or We assume that was done We were advised by the technician that the defect that occurred would not have been found, even if maintenance had been done timely I believe Mr*** has agreed with that It appears that this ***or (that cost over $9,000) had an inherent defect, and that the manufacturer and installer are using the lack of maintenance as a technicality to refute any responsibility As said, we share responsibility, and would share in the cost of a new, same size ***or However, to shoulder total responsibility for the cost of a ***or and much of the cost of installation seems to be quite unfair Again, this defect occurred with around hours or less of run time It did run weekly to perform its own maintenance Because we never lost electricity until earlier this year, we have no idea when this ***or broke The only time we were certain it ran correctly was the day of installation, when they did a test to ensure it ran when the electricity went off A ***or is of great importance to me because I have a *** *** *** *** *** *** ** *** *** *** *** *** *** *** *** ** ** *** *** ** ** *** * *** *** ** *** ** *** *** * ** *** *** *** *** *** *** *** ** *** *** * *** *** ** *** *
Regards,
*** ***

After speaking with the client and explaining our terms and conditions of sale again, the client decided to keep her purchaseThe merchandise was delivered to the clientEverything was set up and all the packaging removedThe client was happy with the merchandise

See attachment.As owner of John Waters Inc, I would like to respond to the complaint that was received from *** and *** ***, ID#***).My company entered into an agreement to furnish and install a ***or for Mrand Mrs*** in November of 2010, We sent a proposal to the ***s for
the ***or dated June 21, and performed the installation in November of have enclosed a copy of the original proposal that states the warranty periods for the ***or and the installation of the ***or.We also provide the first years maintenance in our proposal to encourage the new owner to participate in our preventative maintenance program to prevent an unforeseen breakdown, A ***or is a mechanical piece of equipment that needs periodic maintenance performed much like an automobile.Our company was not engaged by the ***s to perform any maintenance beyond the first year until the fall of (9/16/2016), At the time the ***s engaged us to perform a maintenance service on their ***or the original warranties had expired.Our technician performed a maintenance on September 23, 2016, At this time of service our technician found a defective battery and trickle chargerWe replaced both of these items at that time, We charged the customer for these items since the ***or was out of warranty at the timeWe performed the second maintenance February 10, Our technicians typically cycle the ***or after each serviceWe found no issues at either time of the system not operating property.We were called on May 31, with a report that the ***s had a power outage and that the ***or turned on but there was no power in the home when the ***or came onWe dispatched our service technician to check the problemWe arrived and could not diagnose the problem that day, We had to obtain a different ***or manual to diagnose the ***or problemWhen we received the manual we rescheduled the serviceAt this time we found the rotor developed a loose winding which was caught on the stator and unraveledThe fan also cracked and was broken into multiple pieces from the debris of the rotor.I have spoken to the ***s in regards to this situation with the ***orOur Company has given them a quote to make the repairs to the ***orThe ***or's warranty expired in November of Once spoke to Mrs*** and told her would see if I could get some help with the replacement parts from the manufacturerWhen spoke to my vendor the first question was asked is, "has the ***or been regularly maintained"My answer was "I have no records that it had been regularly maintained"I was then told without maintenance records the manufacturer is not going to help with any parts.I was then asked by Mrs*** what would charge to replace the ***or if they supplied a new ***or, told her would install a new ***or that they supplied for approximately $provided the new ***or did not require additional power wiring or control wiring, also told her would check to see if could get a discounted price on a ***or through my supplier for areplacement for herI could not get a discounted price from my supplierShe then said she would get back to me.This past Tuesday, Mrs*** called and left me a message that she was going to turn us in to the Revdex.com to see if she could get a more favorable resolution, She told me could call her if I wanted to talk about it more before she called the Revdex.comI declined to call her back.I feel like our company has done everything which would be fair to both parties to resolve this matterI do understand how the ***s feel that they paid a substantial amount of money for a ***orNow they do not have an operating ***or.Our company has done everything we stated in our contract, The ***s chose not to have their ***or maintained on a regular basisThe ***or may have broken even though they did perform maintenance on a regular basisThe ***or is out of warranty by almost two yearsI do not know of a company whether it be an appliance manufacturer, an automobile dealership etc., that will replace something that is two years past the warranty period

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,
*** ***

I would like to respond to Mr***'s claims which I feel are totally without merit.1) The claim of advertising Our website does say that we will perform a free consultation for your in home heating/cooling systemThis would
entail having a comfort consultant come to your houseand evaluate yur system for correct sizing of equipment, and the efficiency of your duct system/airflow etc The action that Mr*** claims he thought would be free of charge is a diagnostic service, which we do charge forA diagnostic charge entails checking a malfunctioning/non operating system to determine why it is not working.2) The claim of being overcharged Mr *** states that he paid $ for our serviceAs of this writing, his credit card has not been charged anythingWe will run his credit card for a basic diagnostic of $ for a service we performed(telling Mr*** his cooling system was not working because his filters were completely clogged with dirt).3) The claim that our technician refused to let Mr*** clean his filters.Mr *** should have been given the option to have us make the repair/have his filters cleaned by us or notI do not know the exact circumstances which took place at Mr***'s home, but the technician apparently did not follow our company's protocol of having the customer approve any repair before making the repairMr *** claims he was not given that option so we will not be charging him for cleaning his filters

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,
*** ***

I do not accept the information given in the response by John Waters IncI feel that the $10,***or should have lasted longer than the few hours it ran (cumulatively) on weekly checksI do not believe that the defect that resulted in the malfunction would have been found by any maintenance check (which was stated to me by the maintenance person)

Hello I left a message for [redacted] on august [redacted] and august [redacted]. We want to schedule the pick up of the wardrobe so we can process the cancellation of the order and refund the money. Please advise [redacted] to contact me on Wednesday September [redacted] my office will be closed on Tuesday September [redacted]. Thank youLourdes [redacted] ext *

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The only reason Corner Furniture, and specifically Lourdes, is now responding is becaue I got the Revdex.com involved. We sent numerous emails to Lourdes as per her request, and she never responded.   Why claim its made of cafeteria grade steel if that serves no purpose. And our sales rep who was not Lourdes said it is not prone to scratches because it is cafeteria grade steel. Why is the product that is supposed to be of such high quality scratching just from eating on it even when its covered by a table cloth? Selling customers faulty furniture and protection plans that dont even cover the specified material is fraud.  Please refund me the rest of my money for the protection plan. Montage did issue a check which has not been cashed but its not for the total $250. And we did report the scratches to Corner Furniture but when we went back to the store and spoke to Claudette she said she would review with her manager and give us a call, we never got a call. We were waiting for a response to determine what to do. When Corner Furniture wouldn't assist us we finally decided we had to contact Montage. I would never patronize this business again. Previously we had purchased a couch/sofa set under my maiden name [redacted]. Never again, you have totally lost our business.  We pretty much purchased the most expensive dining room set in your store and cant even get it serviced...and the material does nt hold up as was claimed. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The clients' initial purchase was out of stock by the manufacturer. It did take longer than expected to receive the merchandise. Upon delivery, it came to light that the merchandise was the incorrect configuration for the room. The clients' husband came into our showroom immediately after the...

delivery was returned to our warehouse. After going over the situation with our general sales manager, the clients' husband chose a different bunk bed with a trundle that would better suit their needs. The sales order was written up and signed by the clients' husband. It was explained that the merchandise would take seven to ten business day to arrive to our warehouse, but we would try and get it in sooner because of the inconvenience. It was also explained that we would contact the client to arrange a new delivery date once all the merchandise arrived. The merchandise was ordered immediately. A partial delivery was made to our warehouse of the bunk bed. However, the trundle was not available. The trundle will not be available until after Friday, September **, 2015. The merchandise is being shipped via container from over seas. The container has docked at port, and will be unloaded this Friday. This information was given to our ordering manager this morning. We do apologize for any and all inconvenience this has caused our client, but we are still within the seven to ten business days that was given at the time of purchase.

The client came in looking to purchase a bedroom set. After working with our salesperson, a set was selected. Once the final price was set, the client did not have enough to cover the entire cost of the set. Our leasing options were presented at this time. A full explanation of the leasing program...

was given to the client, including the three month same as cash early buyout option, before she signed up on the computer for the program. All the necessary documentation was printed and signed, including the leasing contract, and all payments were taken. The client assured the sales person that the lease would be paid off within three months to ensure no fees would be incurred on the lease. The client received a physical copy of the leasing contract with all the payment options as well as a copy that was sent to her email. At no point did we deceive the client in any way. Everything was laid out in black and white for the client and thoroughly explained verbally. The client received her delivery and signed that all merchandise was received in satisfactory condition.

On the evening of March *, 2016, [redacted] entered our showroom with the intention of purchasing living room pieces and full size bedroom pieces. After working with one of our sales associates, [redacted] made it know that she would like to finance the merchandise she chose because she did not have...

enough to cover everything and wanted the merchandise immediately. [redacted] applied for Synchrony Financial, and was declined. Because of this, [redacted] Leasing was offered. It was explained that [redacted] is a leasing company and not a true finance company.  With this leasing comany, it was a five month term with a buy-out option at the end. [redacted] agreed to this and the contract for $2000 was drawn up for her. The leasing terms were as follows: the initial payment would be taken of $180 at time of purchase, every 14 days a payment of $180 would automatically be withdrawn from her account by [redacted] Leasing, at the end of the five month term three options are given (1) own the merchandise for a final payment of $1100 (2) continue the lease and purchase at any time (3) return merchandise to [redacted]. It was also explained that [redacted] had early buy-out options. If the merchandise were to have been paid off within 30 days, there would be a five percent early option fee charged; if paid off within 60 days, an eight percent early option fee charged; if paid off within 90 days, a ten percent early option fee charged. All of this was explained to [redacted] and everything was given to her in writing as well as via email from [redacted] received her delivery on March **, 2016, and has been making her payment directly to [redacted]. If there are any discrepancies on her bill, or she doesn't fully understand the process of the lease, [redacted] must contact [redacted] Leasing direct.   Attached is a copy of the [redacted] Lease and the payment schedule that was given to [redacted] at time of purchase. If any further information is needed, please feel free to contact us either by phone at the number below, or via email.      -- Corner Furniture [redacted]

We do apologize for the inconvenience. A full refund has been issued to the client.

[redacted] contacted the store the day of the delivery that the wardrobe has damages and didn't want repairs. The drivers didn't take back the wardrobe that day.We scheduled a pick up date at the customer's convince which was Wednesday August [redacted] after 6pm.  We advised we were going to return the...

wardrobe and reorder and new one. On the day of the pick up the client was not answering the door or phone. The drivers left. The client contacted the store to advise she was in the shower. But the delivery service was done for the day and could not go back. Today another appointment  was scheduled to pick up the wardrobe for Tuesday August [redacted]  after 6pm. once the wardrobe is picked up it will return for a replacement. If any further information is requested please advise.  Cordially,Lourdes B[redacted]customer service department

The client received delivery of the merchandise on December **, 2015. We received the first phone call regarding scuffs on December **, 2015. Our service technician completed the service on December **, 2015, to the client's satisfaction. We received the second phone call regarding the same matter...

on September **, 2016. The client was informed to call the Montage Furniture Service for the service. The client contacted us again after the claim with Montage was denied on November *, 2016. We contacted montage to find out why the claim was denied. Montage informed us that the claim was denied due to cumulative damages. The damaged had been done fore well over 30 days before it had been reported. It was advised to the client, as it is done with every client, to contact Montage immediately when an accident occurs with their merchandise. This was not the case with this client. The claim had not been reported immediately. As to the claim of "cafeteria grade steel", yes this merchandise is restaurant quality, however that does not make it scratch or scuff proof. The client has already received compensation from Montage, no further monies are due. Attached are all the service forms pertaining to this matter. If any further information is needed, please feel free to contact me either via email at [redacted] or at the number below. Thank you, Lourdes B[redacted]
[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]