[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 hoodThe salesman did try to return some copper at the end of the job, months after completionI refused to accept the copper due to the fact I did not know how much copper was taken and I consider that stealingThe walls were closed already at this pointIt was my understanding that the price reduction would alleviate all of my concerns, accept the copper missing
The bottom line for my company is that we were never given the opportunity to have our insurance company or our contractor do the repairsWe were never notified of the damage until after the repairs had been madeWe can argue over rotting wood and how much wood rots in days, but again, we were never given the opportunity to as the damage for ourselves
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 installedThe water heater was never dropped as she allegesThe water heater was transported from the service van to the basement in the shipping box on an appliance cartThe water heater did have some minor dents in the outer skin and some scratches on the topThese in no way impacted the operation of the water heaterThese imperfections were factory defects, which our plumber pointed out to Ms [redacted] and she did not have any commentsShe also had no comments when she signed the invoice for the installationAs a side note, we actually had purchased six (6) water heaters and all six had the same identical defectsThe factory representative was brought in and he confirmed that the defects had to have originated either at the factory or in shippingIn 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 wasMs [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 temperatureMost customers do not want us doing thatAs far as the sink clog, we have no idea of what she is talking aboutThe existing water heater was drained into that sink and if it had been clogged by him it would have shown up while he was thereWhen he left it was operationalThe 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 heaterThe relief valve did not release until after the pressure in the water heater increased due to the heating of the waterThese 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 properlyAs 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 accuratelyMs [redacted] has not and will not communicate by telephoneIt is just an endless stream of notes, text messaging, emails and now social mediaOn 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 requestedI did apologize to her in writing, as you can see; this is the only form of communication that we have engaged inAs 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 $on 1/23/The second invoice which was mailed out to Ms [redacted] for $was sent because the plumber made a mathematical error and it was caught in the OfficeThe third invoice for $was sent out to reflect the $credit plus tax that I told Ms [redacted] we were giving herThe last invoice for $was the final invoice sent to her by the collection agency, not Potter, reflecting collection charges In response to the "Desired Settlement": The gauge and the valve were approved by Ms***, her signature indicates that She has already received an apology, and after her latest social media defamation, that is all she is gettingShe has already damaged our reputation We credited her $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
Our Service Technician responded to the customer's call of no hot waterThe technician diagnosed the problem as a bad gas valve which he did not have on his truck but could get the next dayThe customer was called with the price of the valve the next dayThe customer wanted a credit of the previous day's service call credited against the cost of the valveThe 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 timesThe customer then rudely asked and was denied a third time and demanded to speak to a ManagerThe 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 problemThe customer said "I'll get back to you" and HE hung upThe customer never called backThere 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
We disagree with Ms***'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***'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 attachedThere was staining on the ceiling and nothing else that was visibleThere absolutely was no evidence of "full of mold" when our technician went backMs***'s contractor did not mention mold remediation nor did her insurance companyMs***'s first demand for restitution was the full $9,which we promptly denied and turned it over to our insurance companyIf 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 askedUnbeknownst to us, was that at the time we were notified of the cost of the repairs, the repairs had already been madeOur 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 repairsIt 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
When we were informed of the broken threshold we had [redacted] ***start the first phase of the repairWhen 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 years old and is extended more than a 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 repairSomething that is 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
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 [redacted] 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 [redacted] tub/shower valve that was supplied by the customerIn the copy of the letter that was sent to us by ***'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 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
Consumer sent additional informationCompany sent a bill last week for $A few days ago, she received another bill in the amount of $This is double the amount and an extra chargeShe is not sure if this has been reported to the credit bureaus as the bill states the company does report delinquent accounts
[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 hoodThe salesman did try to return some copper at the end of the job, months after completionI refused to accept the copper due to the fact I did not know how much copper was taken and I consider that stealingThe walls were closed already at this pointIt was my understanding that the price reduction would alleviate all of my concerns, accept the copper missing
The bottom line for my company is that we were never given the opportunity to have our insurance company or our contractor do the repairsWe were never notified of the damage until after the repairs had been madeWe can argue over rotting wood and how much wood rots in days, but again, we were never given the opportunity to a
s the damage for ourselves
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 installedThe water heater was never dropped as she allegesThe water heater was transported from the service van to the basement in the shipping box on an appliance cartThe water heater did have some minor dents in the outer skin and some scratches on the topThese in no way impacted the operation of the water heaterThese imperfections were factory defects, which our plumber pointed out to Ms [redacted] and she did not have any commentsShe also had no comments when she signed the invoice for the installationAs a side note, we actually had purchased six (6) water heaters and all six had the same identical defectsThe factory representative was brought in and he confirmed that the defects had to have originated either at the factory or in shippingIn 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 wasMs [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 temperatureMost customers do not want us doing thatAs far as the sink clog, we have no idea of what she is talking aboutThe existing water heater was drained into that sink and if it had been clogged by him it would have shown up while he was thereWhen he left it was operationalThe 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 heaterThe relief valve did not release until after the pressure in the water heater increased due to the heating of the waterThese 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 properlyAs 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 accuratelyMs [redacted] has not and will not communicate by telephoneIt is just an endless stream of notes, text messaging, emails and now social mediaOn 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 requestedI did apologize to her in writing, as you can see; this is the only form of communication that we have engaged inAs 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 $on 1/23/The second invoice which was mailed out to Ms [redacted] for $was sent because the plumber made a mathematical error and it was caught in the OfficeThe third invoice for $was sent out to reflect the $credit plus tax that I told Ms [redacted] we were giving herThe last invoice for $was the final invoice sent to her by the collection agency, not Potter, reflecting collection charges In response to the "Desired Settlement": The gauge and the valve were approved by Ms***, her signature indicates that She has already received an apology, and after her latest social media defamation, that is all she is gettingShe has already damaged our reputation We credited her $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
Our Service Technician responded to the customer's call of no hot waterThe technician diagnosed the problem as a bad gas valve which he did not have on his truck but could get the next dayThe customer was called with the price of the valve the next dayThe customer wanted a credit of the previous day's service call credited against the cost of the valveThe 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 timesThe customer then rudely asked and was denied a third time and demanded to speak to a ManagerThe 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 problemThe customer said "I'll get back to you" and HE hung upThe customer never called backThere 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
We disagree with Ms***'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***'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 attachedThere was staining on the ceiling and nothing else that was visibleThere absolutely was no evidence of "full of mold" when our technician went backMs***'s contractor did not mention mold remediation nor did her insurance companyMs***'s first demand for restitution was the full $9,which we promptly denied and turned it over to our insurance companyIf 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 askedUnbeknownst to us, was that at the time we were notified of the cost of the repairs, the repairs had already been madeOur 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 repairsIt 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
When we were informed of the broken threshold we had [redacted] ***start the first phase of the repairWhen 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 years old and is extended more than a 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 repairSomething that is 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
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 [redacted] 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 [redacted] tub/shower valve that was supplied by the customerIn the copy of the letter that was sent to us by ***'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 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
Consumer sent additional informationCompany sent a bill last week for $A few days ago, she received another bill in the amount of $This is double the amount and an extra chargeShe is not sure if this has been reported to the credit bureaus as the bill states the company does report delinquent accounts