Kop's Repair LLC

March 24, 2014Dear Sir or Madam:Please find the rebuttal regarding the above listed chargeback rejection: As submitted with my response, dated March 8, 2014, please refer to the signed documents by the customer acknowledging the work to be done, and agreeing to the price and so on The contact person we dealt with was ***, I never spoke to [redacted] until that Sunday, so naturally my concerns would and should be discussed and directed to [redacted] since [redacted] was not present at the time of my service call It is ***’s credit card Particularly, when [redacted] called on Sunday she was belligerent and demanding from the start My first thought when first speaking with her was that obviously there must be something else making her so offensive and brash I attempted to speak to her in a professional and calm manner, trying to decipher her concerns so I could address them, but after a few minutes into our discussion it was apparent she was not allowing me to respond, only demanding immediate service It was then that I asked to speak to [redacted] since it was he who I dealt with all along I explained to [redacted] that I would return Monday first thing [redacted] called back stating that it was unacceptable to her She was being unreasonable and refused to speak with me further.I have been in the industry for over years, and have literally 1000’s of satisfied customers No company has a perfect tract record The somewhat-anonymous nature of the Internet gives some people the freedom to write things they would never say to another person face-to-faceThey may even stretch the truth to make their comments more notable, or to inflict damage on a businessIn that way, experiences become terrible, and minor disappointments become major tragedies Our company regularly provides customers with great service, products and when problems arise, as they sometimes do, we handle them with professionalism until we have a satisfied customer The few negative reviews about our company have proven to be, unfortunately, illegitimate, the facts did not match up and steps were taken to have them removed to no avail It is an unfortunate occurrence for some contractors to badmouth their competition, whether or not it is warranted, when trying to win your business, when they should be talking about their strength of their own service rather than trying to drag down others I am sorry that the [redacted] are not happyI reassure you I earned the $as documented in my previous response I replaced their pilot safety device, which is still in the unit When they called on Sunday, they said a pipe was leaking, which had nothing to do with the new parts I installed The system needs or needed everything I said it did, it was never done for whatever reason I tried and made an attempt to satisfy them to no avail I was unable to meet their unreasonable demand of immediate service on Sunday evening, when I need to get the rest of the parts on Monday anyway and for that they called another contractor the next dayThank you,

March 8, Dear Sir or Madam:Please find the rebuttal and information regarding the above listed chargeback:
#1) Customer called late Saturday PM & asked for service on Monday, called back minutes later to request EMERGENCY service because his mother’s house was cold
and they didn’t want to waitWe came out immediately (emergency Saturday PM service in snow)Troubleshoot & diagnose problems with gas-fired boiler that was installed approxyrsago (?)Found system off, ran several diagnostic test to determine what problems boiler had, system had been neglected, never cleaned, maintained, flushed, filled or bled, and the pilot safety device burned outSo, in order to provide heat for the entire story house on a degree cold (snow) evening, we supplied & installed new pilot safety device & wired into unit & filled & bled radiators to give house temporary heat while we can pick up remainder of material & set job up for MondayAt the same time, discussing with ***, the heat was off for some time and it’s degrees in the houseWe got unit running, fired it up, raised the temperature of the water, & got water circulating so it would not freeze , thereby preventing major damage to system and the house. Customer agreed to get all work done on heating system that was agreed was neededCustomer signed & initialed in different locations of our invoice and payment slip confirming; a) Emergency work authorization waiver, b) non-cancellation of entire contract, c) initialed the payment schedule, and d) signed credit card slip for the deposit of $800.00.#2) Sunday customer called to say water was on floor and wanted to get job done that day and since I could not come out on Sunday - they got someone else*** agreed the deposit of $would cover the work and temporary heat provided already & the Emergency Saturday service callIn return, I cancel remainder of contract even though they signed a non-cancellation contract (see enclosures).Signed,

[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:
Regards,
*** ***
I have read the details that were attached, and I do not agree with his recall of what occurred. I did not have heat which did not work on Saturday and we were informed that parts of the heater were broken and needed to be replaced. *** gave an estimate and wanted a deposit of 1/of the amount for the upcoming work. There was not a written nor signed contract. When the heater did not work on Sunday and he refused to come out to fix it (we also had a pipe which was broken and leaking water), I felt that he did not have our best interests in hand, and we needed to establish heat so that more pipes would not break. My sister, ***, called another repair person who came out immediately and repaired the heater. At this point, *** called *** and explained to him that it was unacceptable that no one was available to come out to fix the heater especially when they were out the day prior, and that waiting until Tuesday when it is degree outside is unacceptable. She also explained to him that we acquired someone else to come and look at the heater and wanted to know what the cost was for yesterday's work since the $was only agreed upon for the upcoming work (the parts and labor of the heater that were perfectly fine). He said that he would call us back. When *** called back *** and informed her that the job would still be $800.00, *** explained to him that we were extremely upset with this because this is not what it cost for the work that he did on Saturday and that it included parts and labor for upcoming work which he would not be doing. I feel that he was being very spiteful. *** then explained to him that if he did charge us this amount, we were planning on disputing this to *** *** as well as reporting him to the Revdex.com. At this point in time he got irate, told *** that he didn't care that he was losing the job, and that he was calling *** to talk to him. When he called ***, he explained that he did not want to lose the job. *** was also very upset that we called someone else because he wanted to do the work. I'm sure he did since he was "ripping us off" and didn't want us to find out. I did inform *** that I felt that he was entitled to compensation for only the work that was done on Saturday, which does not amount to $800.00.
I was informed from the next contractor that the only thing which was wrong with the relatively new heater was that a spring needed to be adjusted. The same person came out on Monday to fix the valve that needed to be repaired, as he was unable to do it on Sunday because the store was closed where he needed to get the part. At this point I was very upset because we were getting "ripped off" by *** especially since the parts of the heater he was planning on replacing were working just fine. If you go online to look at his reviews by other customers you will see that others have commented that he is a "crook". I feel very strongly that this person takes advantage of people when they are at need and its not fair to innocent, hard working people. If you need a bill from our second contractor with the explanation of what he fixed, I can certainly get that for you. I agree that *** should be paid something for the emergency visit and for very poorly fixing the heater so that I got heat for less than hours. I am willing to pay him $for his work since he was only at the house for hour. I hope that we are able to resolve this matter. Thank you in advance for your time and consideration on this matter*** and *** ***

March 24, 2014Dear Sir or Madam:Please find the rebuttal regarding the above listed chargeback rejection:
As submitted with my response, dated March 8, 2014, please refer to the signed documents by the customer acknowledging the work to be done, and agreeing to the price and so on. The contact person we dealt with was ***, I never spoke to *** until that Sunday, so naturally my concerns would and should be discussed and directed to *** since *** was not present at the time of my service call It is ***’s credit card.
Particularly, when *** called on Sunday she was belligerent and demanding from the start. My first thought when first speaking with her was that obviously there must be something else making her so offensive and brash. I attempted to speak to her in a professional and calm manner, trying to decipher her concerns so I could address them, but after a few minutes into our discussion it was apparent she was not allowing me to respond, only demanding immediate service. It was then that I asked to speak to *** since it was he who I dealt with all along. I explained to *** that I would return Monday first thing. *** called back stating that it was unacceptable to her. She was being unreasonable and refused to speak with me further.I have been in the industry for over years, and have literally 1000’s of satisfied customers. No company has a perfect tract record. The somewhat-anonymous nature of the Internet gives some people the freedom to write things they would never say to another person face-to-faceThey may even stretch the truth to make their comments more notable, or to inflict damage on a businessIn that way, experiences become terrible, and minor disappointments become major tragedies. Our company regularly provides customers with great service, products and when problems arise, as they sometimes do, we handle them with professionalism until we have a satisfied customer. The few negative reviews about our company have proven to be, unfortunately, illegitimate, the facts did not match up and steps were taken to have them removed to no avail. It is an unfortunate occurrence for some contractors to badmouth their competition, whether or not it is warranted, when trying to win your business, when they should be talking about their strength of their own service rather than trying to drag down others.
I am sorry that the *** are not happyI reassure you I earned the $as documented in my previous response. I replaced their pilot safety device, which is still in the unit. When they called on Sunday, they said a pipe was leaking, which had nothing to do with the new parts I installed. The system needs or needed everything I said it did, it was never done for whatever reason. I tried and made an attempt to satisfy them to no avail. I was unable to meet their unreasonable demand of immediate service on Sunday evening, when I need to get the rest of the parts on Monday anyway and for that they called another contractor the next dayThank you,