John Waters Heating, Cooling & Electric

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:

[Your Answer Here]
 I am actually quite upset with the response from the business considering A) the "damages" on the wardrobe should have NEVER been there in the first place on a "brand new item of furniture paid for in full ($1,000). and it should have at LEAST come with handles and lights to be functional. B) why was the item NOT removed from my home the same day of delivery as the delivery man was instructed to do? C) the item was NEVER signed for D) As for the scheduled pick up on wed aug [redacted], NOT the [redacted] as incorrectly stated in the business response,  NO ONE EVER came to my door to pick up the wardrobe. I can very clearly hear my apartment building bell when it is rung, and it was NEVER rung. E) as for the "appointment to pick up the wardrobe on august [redacted], I would LOVE to know who spoke to ME, the customer, to schedule this, becuause I have not heard from Lourdes or ANYONE from Corners furniture to confirm this pick up and replacement. OR how I am going to be compensated for this HUGE headache. I would appreciate the courtesy from the business to let me, the customer, know exactly what the plan is going forward and again, what reparations are going to be made. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have been in constant contact with this client. We understand that the first item was damaged from the factory. We immediately ordered another item for the client. The second delivery was also damaged. We offered the client a $50 credit and we would order another one or a full refund and we'd...

remove the damaged merchandise immediately. The client has opted for the full refund. The merchandise has been scheduled for a pick up 05/**/16, and a refund check has been issued.

See attachment for company response. I am responding to Mr. [redacted]'s response to our company in regards to the failed [redacted]or. Our company offered to set a new [redacted]or in place of the existing [redacted]or for a charge of $500.00. The [redacted]'s brought up the idea that they would provide a [redacted]or from a big box store that they could purchase for $3,200.00. I told Mrs. [redacted] that we would switch out the [redacted]ors provided the new [redacted]or did not require additional wiring/alterations to the wiring or gas supply line (please see paragraph #7 of our original response).1) Mr. [redacted] indicates that JW should shoulder some responsibility for a situation that decisions made by either himself or his wife may have created. Please review the above paragraph, I believe, our company has agreed to shoulder some of the burden to reduce the some of the costs to make the [redacted]s whole again in regards to their [redacted]or which we have no legal responsibility to do so,2) Mr. [redacted] states that he was given "no choice' of the brand of [redacted]ors that was installed for his home. I disagree with this statement based on the fact that Mr. or Mrs. [redacted] contacted our office in regards to getting a quote for a [redacted]or. When making a purchase of any product, a consumer has a choice. We suggest that when making major purchases that a person should do some research with consideration to what they are buying, who they are buying it from and what type if any maintenance and servicing may be required to keep the product in top operational condition for the future, This applies to [redacted]ors, furnaces, air conditioning units ett. Our company was a provider of [redacted]ors (which are built by [redacted]ors), [redacted]ors has been in the business of building [redacted]ors for over 50) years. A large portion of the [redacted]ors which are offered in the United States in "big box" stores are built by [redacted] with a different branding name such as "[redacted]", "[redacted]", "[redacted]" etc., etc. Mr. [redacted] could have gotten multiple quotes for a major purchase such as a [redacted]or,3) Mr. [redacted] "assumes" that we performed the maintenance in the first year. With this statement he seems to be trying to indicate that JWI is less than forthcoming. Our records indicate that the [redacted]or was officially started on November 23, 2010. Our last maintenance/service visit was originally scheduled for November 11, 2011 which Mrs. [redacted] rescheduled for a later date. We later serviced the [redacted]or on December 12, 2011. The start up procedure and the servicing of the equipment was performed by our technician [redacted]. We did not return to the [redacted]'s residence until we were called on September 19, 2016 to perform a service on the [redacted]or. At this time we performed an oil change, tune up on the engine, found the trickle charge had failed and that the battery was dead. We replaced the trickle charger and battery. We billed the [redacted]s for the service and repairs at this time. The [redacted]s in return paid the bill promptly, no questions asked.4) Mr. [redacted] states our technician made a statement that, had the maintenance been performed that the problem may not have been detected. That is a possibility. My assertion is that had the recommended (12) additional service/maintenance visits been performed there is a far greater opportunity that the problem would have been detected and if detected within the warranty periodwould have been repaired/replaced under warranty with minimal charges to the [redacted]s. We could have at the least determined when the [redacted]or malfunctioned (under warranty/not under warranty). When a company sells a mechanical piece of equipment, educates the customer about taking care of their purchase, recommends preventative maintenance and sends the customera reminder about service agreements annually, at what point does a company shed the responsibility of protecting the consumer from themselves?5) Mr. [redacted] states that the [redacted]or had an "inherent" defect in the [redacted]or. am not sure where Mr. [redacted] has gotten his information about an "inherent" defect. The word "inherent" seems to indicate that there has been a pattern of this manufacturer's [redacted]ors with the same malfunction/defect that has not been addressed by the manufacturer. personally know of no inherent defect of this [redacted]or, nor of any recalls from the manufacturer in regards to the issue.6) Mr. [redacted] states that the only day that they knew the [redacted]or ran correctly was the day of the installation. disagree (which nothing can be proven for or against), believe the [redacted]or worked through a minimum of the first year when we were performing maintenance. At that time when a customer makes a conscious decision that they do not want to pay to have their equipment maintained, what is a company to do?7) Mr. [redacted] states that he thinks that JWI should shoulder some of the cost to replace his [redacted]or.a) When originally addressing this matter with Mrs, [redacted], offered to swap out the [redacted]or with a [redacted]or they would provide at what I consider a nominal cost of $500.00. When they purchase the [redacted]or from a big box store for $3,200.00 that would be a total of $3,700.00 to replace a [redacted]or that originally they paid $9,829.00 to have furnished and installed. If Mr. [redacted] wants JW to "shoulder" some of the cost of the [redacted]or, I believe that expectation far exceeds reasonable expectations from a company, when John Waters Inc. has done everything "reasonable" in their power to persuade a customer to take care of their purchase and to help this customer when the decisions made by the customer have been less than satisfactory for the customer,b) The [redacted]s need to understand that if they chose to purchase a [redacted]or from a big box store, there is a good chance that this [redacted]or would be built by [redacted], The sarnie company that they feel has an inherent problem with their [redacted]ors. c) If the Gulld's decide to have someone install a [redacted]or that they provide from a "big box" store they need to be aware of who will provide warranty and maintenance for that future [redacted]or.d) The [redacted]s were offered the option to repair the existing [redacted]or at a cost of $ 2,520.74. They declined the repair option.8) My expectations would be that Mr. [redacted]'s priorities should align with the importance of having a [redacted]or per his last paragraph, if your life depends on a [redacted]or, be sure it is properly maintained and operational, Spend the money that is needed to property maintain.In closing, I am sorry to say I don't believe there will be a happy conclusion to this story for either the customer or our company, I would like to convey that I feel the situation with the Gulld's [redacted]or is unfortunate. I feel like our company has done everything we should as far as fairness to our Customer, Our company has an excellent A+ rating with the Revdex.com and has had for decades, Our company has been in business since 1962. We treat our customers fairly. Fair treatment does not always mean the customer gets what they want. Fair treatment means both sides are treated fairly. I believe our company is known for doing what is right by the customer. Consumers should base their opinions of a company on how a company responds to a customer when a complaint/problem arises. Those opinions should be based how each customer's treatment is fair or not, not necessarily if the advantage goes to the customer.PresidentJohn Waters inc

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 statement from the business is partially inaccurate. We were told the item would be delivered on Wednesday, September *, 2015. When we went into the business on 9/*/15, we were told that part of the bed had not arrived and that it would be here by 9/**/15. We explained that we would be out of town on business and would like a refund considering they have broken their agreement and we have paid for items not yet rendered though a month has passed. In the business's recent response, they are using yet another stalling tactic. As stated previously, I am requesting a full refund. 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]