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Kruse Farm Supply, Inc.

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Reviews Kruse Farm Supply, Inc.

Kruse Farm Supply, Inc. Reviews (16)

Please Response to *** *** Revdex.com Complaint I would like to respond to the allegations Mr*** has made regarding his jobThe contract, see attached, clearly states that "An aluminum chimney liner will be furnished for a rooferto fish down the chimney and cap the topWe will connect to the existing boiler and the new water heater"Mr***'s issue arose when "we were helping the company by lowering the vent pipe from the roof down the chimney to the basement"Mr***'s step father (the roofer) assured Marvin, Potter's salesman, that the 6" diameter would fit in the chimneyPotter supplied the roofer with a 6" chimney liner; it did not fit through the chimney*** went to a supply house to get a smaller 5" liner, and it did fit, but was too short*** went back to the supply house and bought an additional 5" liner so it would fitAll of this at no charge to Mr***. Therefore, this part of Mr***'s complaint is irrelevantClearly by the terms of the contract Potter was never going to install or help with the installation of the linerThe Owner was responsible to have the liner installed by a rooferIn fact, that it was not done before we got there cost Potter money, which we never tried to recoverMr*** seems to have forgotten the terms of the contract or is intentionally lying. Regarding the baseboard heating, Mr*** is clearly lyingHe never contacted *** about the radiation panelsWe have email correspondence that clearly shows *** always responded to his questions in a very timely fashionThere was no contact with Mr*** until *** emailed him requesting a meeting to discuss paymentThat meeting is where I requested a good faith payment of $4,I told him that the General Manager didn't think it was fair to withhold $over sections of panels missing, which were on back-orderMr*** told *** that he would get the $out by the end of the week*** then told him we would have the panels fixed within a week, and we were there the next dayAs Mr*** was told in a letter, see attached, I didn't have, nor was I given the authority to discount the billIn fact, Mr*** never said, "thanks for the $discount"Again, referring to the contract, all modifications to the contract shall be in writingThis clause is consistent with New York State law regarding home improvementsAgain, I reiterate, Mr*** is lyingMr*** is again lying when he states that the Manager denied any issues on Potter's partI was that Manager and never said thatI said that I didn't know all the details but did know that Potter never should have assisted in the liner installation and that issue was clearly his problemMy tone was not hostile nor unprofessional but it was threateningThe threat was, pay the money you owe or we take legal action in daysMr*** then stated that he would make $a month payments to which I said you do what you have to do and I will do what I have to doMr*** is once again lying when he states, in quotes, "one of those Hillary Clinton types who want all this work for free"The actual quote was "you must think you are like Hillary Clinton and can lie and get away with it"Mr*** doubled down on the lie when he posted a bad review of Potter on Facebook, see attached, where he stated in quotes "you must be one of those Hillary Clinton types who don't want to pay for anything"The conversation was only had once and the statement was only made onceLastly, Mr*** is again lying when he states, per his complaint, that he wants Potter to honor a handshake agreement which never took place and then before Potter is notified of the complaint to Revdex.com he is posting bad reviews on FacebookHe obviously does not want a settlement; only to avoid paying his billRespectfully Daniel Hanks General Manager see the attachments

On November 17, we were called that a shower was not getting any cold waterOur technician took the faucet apart and determined that it was NOT the pipe but the shower valve.Ms*** states in her letter that she and her husband DETERMINED that the valve was closedOur technician replaced
the balancing spool and seats as this is the most common problem in this type of scenarioWe have GPS on all of our trucks so we have records on how long our technician are at a location so the statement from her son that it was less than an hour is incorrect. On November 25, 2014, we revisited the residence and installed a *** tub/shower valve that was supplied by the customerIn the copy of the letter that was sent to us by ***'s Collection Agency, Ms.*** clearly states that THEY had " determined that the problem was not in the faucet control", however, they went out and purchased a shower valve for us to installed while stating that this was NOT the problemReplacing the tub/shower valve fixed the problem so the issue WAS with the shower valve, NOT with the cold water pipe. Her letter dated March 17, states that she will not pay for services not provided, that's when we decided to send it to collection. The extra $is the 30% collection fee from the ***'s Agency that is stated on the bottom of all invoices

We have settle the complaint with the customerWe spoke to them and they agree with our actions.We refunded all the money they paid

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. Regards,
*** *** Response: The photos taken by your technician did not reveal the true extent of the damageWhen the paint and wallpaper were stripped, rotten wood of wall and ceiling were (necessarily) taken down, the spaces were dried out with dehumidifer for two weeks; whole room needed sheetrocking and paintingDamage to floor on third floor was extensive, with planks bucklingFloor was refinished and sealedThe insurance adjuster agreed with this assessmentTechnician was not qualified to diagnose the extent of the damage, having access only to the superficial signsThe insurance adjuster and contractor were the appropriate assessors of damageTheir expertise was behind the estimate we submittedTheir expertise should be respected over that of a tech who left a valve openHe's not the most credible source, to say the leastI will attach photos showing the true extent of the problem and a statement from my contractor about what he discoveredPlease review the statement from Travelers about their assessment as wellIf Potter acknowledges that their person left the valve open, they should take responsibility for the actual damage, not what a non expert who actually caused the problem assessedTravelers has closed the case, and all I am seeking now is my $deductibleI will be sending documentation shortly. *** ***I am reviewing this business on all social media and review outlets as unethical and unwilling to take responsibility even though they have insurance

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.An HVAC technician came to my home, not a plumber Please reference your invoice # ***. The invoice reads "flushed sediment from hose bib" I am uncertain where you are getting your "valve" information Please reference invoice aforementioned. The HVAC technician Kevin said he couldn't find a problem so if it happens again to call himWhen I called Kevin the same night, because I still had no hot water, he didn't answer I then called the main line and Bill was extremely helpful and knew immediately what was wrong with our hot water tank. I did not hang up the phone, Dan did Do you have a recording you can play back? The resolution requested was to have the company's owner(s) phone me, addressing this customer service issue I have received no phone call. Thank you. *** Griffith

Our Service Technician responded to the customer's call of no hot water. The technician diagnosed the problem as a bad gas valve which he did not have on his truck but could get the next day. The customer was called with the price of the valve the next day. The customer wanted a credit of the...

previous day's service call credited against the cost of the valve. The customer politely asked the dispatcher twice if we would cancel out the service call from the day before and the dispatcher politely answered no both times. The customer then rudely asked and was denied a third time and demanded to speak to a Manager. The customer politely asked me if "there was anything I could do for him". I said we could come out and fix the water heater but there would be no credit for diagnosing the initial problem. The customer said "I'll get back to you" and HE hung up. The customer never called back. There is no Beth that works here and the only "help" we couldn't give the customer was to provide a service call free of charge.

The bottom line for my company is that we were never given the opportunity to have our insurance company or our contractor do the repairs. We were never notified of the damage until after the repairs had been made. We can argue over rotting wood and how much wood rots in 4 days, but again, we were never given the opportunity to as the damage for ourselves.

Attached are the two attachments requested to support my rebuttal to the business's response. Please let me know if you have any questions. Thank you!

On November 17, 2014 we were called that a shower was not getting any cold water. Our technician took the faucet apart and determined that it was NOT the pipe but the shower valve.Ms. [redacted] states in her letter that she and her husband DETERMINED that the valve was closed. Our technician...

replaced the balancing spool and seats as this is the most common problem in this type of scenario. We have GPS on all of our trucks so we have records on how long our technician are at a location so the statement from her son that it was less than an hour is incorrect. 
On November 25, 2014, we revisited the residence and installed a [redacted] tub/shower valve that was supplied by the customer. In the copy of the letter that was sent to us by [redacted]'s Collection Agency, Ms.[redacted] clearly states that THEY had " determined that the problem was not in the faucet control", however, they went out and purchased a shower valve for us to installed while stating that this was NOT the problem. Replacing the tub/shower valve fixed the problem so the issue WAS with the shower valve, NOT with the cold water pipe. 
Her letter dated March 17, 2015 states that she will not pay for services not provided, that's when we decided to send it to collection. 
The extra $153.06 is the 30% collection fee from the [redacted]'s Agency that is stated on the bottom of all invoices.

Thank you for this opportunity to respond to the complaint filed by [redacted] regarding her repair issues.
There were no issues of the nature that Ms. [redacted] describes with the water heater that Potter Heating & Air Conditioning installed. The water heater was never dropped as she alleges. The water heater was transported from the service van to the basement in the shipping box on an appliance cart. The water heater did have some minor dents in the outer skin and some scratches on the top. These in no way impacted the operation of the water heater. These imperfections were factory defects, which our plumber pointed out to Ms. [redacted] and she did not have any comments. She also had no comments when she signed the invoice for the installation. As a side note, we actually had purchased six (6) water heaters and all six had the same identical defects. The factory representative was brought in and he confirmed that the defects had to have originated either at the factory or in shipping. In all six instances, the boxes that the water heaters were shipped in were undamaged.
The plumber, after installing the water heater, checked to see that the temperature was set at the factory setting on the gas valve, which it was. Ms. [redacted] is correct though, we did not test the water temperature because that would be an additional one hour of time she would have been charged waiting for the water to come up to temperature. Most customers do not want us doing that. As far as the sink clog, we have no idea of what she is talking about. The existing water heater was drained into that sink and if it had been clogged by him it would have shown up while he was there. When he left it was operational. The reason for the relief valve (T&P) releasing water was due to the failure of the existing pressure reducing valve (PRV). This failed when the water was turned off and then turned back on after the replacement of the water heater. The relief valve did not release until after the pressure in the water heater increased due to the heating of the water. These issues do occur from time to time and we would not replace the valve if we had no reason to believe that it was not functioning properly. As far as Ms. [redacted] not approving the repairs, she personally signed the invoice as you will notice, and just as with the original invoice, she did not complain.
I think a review of the attached communications with Ms. [redacted] explains our position accurately. Ms. [redacted] has not and will not communicate by telephone. It is just an endless stream of notes, text messaging, emails and now social media. On numerous occasions we tried, my bookkeeper and myself, to talk with Ms. [redacted] but always got voice mail and she would never return the phone call as we requested. I did apologize to her in writing, as you can see; this is the only form of communication that we have engaged in. As I said, she does not return phone calls.
Regarding the invoice changes, the first bill, which she received from the plumber and she signed, was for $561.61 on 1/23/14. The second invoice which was mailed out to Ms. [redacted] for $555.17 was sent because the plumber made a mathematical error and it was caught in the Office. The third invoice for $447.17 was sent out to reflect the $100 credit plus tax that I told Ms. [redacted] we were giving her. The last invoice for $638.81 was the final invoice sent to her by the collection agency, not Potter, reflecting collection charges.
In response to the "Desired Settlement":
1. The gauge and the valve were approved by Ms. [redacted], her signature indicates that.
2. She has already received an apology, and after her latest social media defamation, that is all she is getting. She has already damaged our reputation.
3. We credited her $108.00 before this letter to you.
I truly regret how this situation has developed and can't help but believe that if there had been verbal communication between us that this would have been resolved without everything that has taken place.
Respectfully
[redacted]
President

Consumer sent additional information. Company sent a bill last week for $638.81. A few days ago, she received another bill in the amount of $1277.62. This is double the amount and an extra charge. She is not sure if this has been reported to the credit bureaus as the bill states the company does...

report delinquent accounts.

When we were informed of the broken threshold we had [redacted]. **. start the first phase of the repair. When we contacted Ms. [redacted] to finish the project she refused to have the contractors complete the repair.
Our intention was once the repair had been completed we would have a...

discussion with the customer about the finished project.
The problem we have is the threshold is 60 years old and is extended more than a normal one.
A complete replacement would be costly that is why we would offer to split the bill for replacement if she didn’t approve of the repair. Something that is 60 years old has depreciated.
Instead, not only were we denied the opportunity to finish the project but Ms. [redacted] stated to Kristen that she was going to call:
• Revdex.com
• Newspaper
• Television
At this point we are still agreeable to finish the repair and go from there.

We disagree with Ms. [redacted]'s assertion regarding the water leak and refer you to the attachment.  Our technician did leave a bleeder valve open on a radiator at Ms. [redacted]'s home, we never denied this.  However when we went back to perform the repair, closing the valve, our technician took...

a picture of the damage to the ceiling below, see attached. There was staining on the ceiling and nothing else that was visible. There absolutely was no evidence of "full of mold" when our technician went back. Ms. [redacted]'s contractor did not mention mold remediation nor did her insurance company. Ms. [redacted]'s first demand for restitution was the full $9,500.00 which we promptly denied and turned it over to our insurance company. If it had been a matter of repairing only the damage that we noticed and  believed we were responsible for, we would have repaired it with our contractor and no questions asked. Unbeknownst to us, was that at the time we were notified of the cost of the repairs, the repairs had already been made. Our insurance company, as well as Potter-Perrone, was never afforded the opportunity to inspect the damage or get our own contractor in to perform the repairs. It was our insurance company that denied her insurance company's claim because nobody had the opportunity to inspect the "damage".  When a customer has a complaint and immediately takes it to social media, it is our policy to stop all  conversation at that point.

[redacted] stated: the business removed all the copper tubing without permission of the owner while leaving all other debris from the job.  Further more I have received veiled threats from the owner stating that she knows the CEO of my employer, making threats against my lively hood. The salesman did...

try to return some copper at the end of the job, months after completion. I refused to accept the copper due to the fact I did not know how much copper was taken and I consider that stealing. The walls were closed already at this point. It was my understanding that the price reduction would alleviate all of my concerns, accept the copper missing.

We disagree with Ms. [redacted]'s assertion regarding the water leak and refer you to the attachment.  Our technician did leave a bleeder valve open on a radiator at Ms. [redacted]'s home, we never denied this.  However when we went back to perform the repair, closing the valve, our technician...

took a picture of the damage to the ceiling below, see attached. There was staining on the ceiling and nothing else that was visible. There absolutely was no evidence of "full of mold" when our technician went back. Ms. [redacted]'s contractor did not mention mold remediation nor did her insurance company. Ms. [redacted]'s first demand for restitution was the full $9,500.00 which we promptly denied and turned it over to our insurance company. If it had been a matter of repairing only the damage that we noticed and  believed we were responsible for, we would have repaired it with our contractor and no questions asked. Unbeknownst to us, was that at the time we were notified of the cost of the repairs, the repairs had already been made. Our insurance company, as well as Potter-Perrone, was never afforded the opportunity to inspect the damage or get our own contractor in to perform the repairs. It was our insurance company that denied her insurance company's claim because nobody had the opportunity to inspect the "damage".  When a customer has a complaint and immediately takes it to social media, it is our policy to stop all  conversation at that point.

The customer called to say he had no hot water and told the dispatcher it was a boiler; that is why an HVAC Technician was sent out. That is an irrelevant point however because the technician diagnosed the problem correctly. It was an intermittent firing of the burner which indicates a slow operating gas valve. The technician could not duplicate the problem and the customer was informed of this and was told to call back if the problem occurred again. When the customer called again the next morning to tell us he had no hot water, we sent another technician out who diagnosed the problem the same way. The customer received two service calls, was billed for one and did not want us to come and fix the problem that day. As I said earlier, when the customer was told he was not going to be refunded the first service call he said "OK, I'll get back to you" and hung up. Dan was not offended by the hang-up, was not rude to the customer, the customer was not rude to Dan, but he was extremely rude to our dispatcher Kristen. I have no idea who else he was speaking with as there is no Beth working here. No, we do not record phone calls. We consider this matter closed.

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Address: 19904 County Road 6, Bristol, Indiana, United States, 46507-9730

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