[redacted] contacted Call Tim Ryan, inc to service his water heater It was determined that his water heater was leaking; A O Smith would replace the water heater [redacted] via a message stated that he did not want Call Tim Ryan, inc to install the water heater because he had some one who could install it [redacted] asked Call Tim Ryan, incto pick up the water heater and deliver it for a price Call Tim Ryan, incpicked up the water heater; due to new water heater regulations; A O Smith has a warranty upgrade and there is a handling fee [redacted] expected Call Tim Ryan, incto deliver and install the new water heater; not just pick it up Also, [redacted] did not want to pay the additional cost from the supplier.In the best interest of both parties, [redacted] was informed that the water heater would be returned to Winsupply Fairfield OH CO, Call Tim Ryan, incaccount would be credit for the handling and upgrade fee and [redacted] Noyen, the supply company (Winsupply Fairfield OH CO) and A O Smith could resolve the matter to his satisfaction Call Tim Ryan, inc left this message for [redacted] and he was informed a follow up letter would follow [redacted] at this time has not incurred any cost from Call Tim Ryan, inc
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 I do not wish to go back and forth about how much we texted, called, and expected Tim to come out to our house However, my wife initiated contact about the service on 4/and made a phone call That is when she sent the pictures attached with model number and details of the water heater he installed less than a year ago She sent those at his request so he could order the part This is the correct water heater the American Water Heater and it has everything he needed We were told multiple times the part was on order and he would come out to put it in I would assume from the messages recently he never ordered the parts We are concerned the part he thinks he should order may or may not be the problem Tim has not come out to assess the issue, and only knows the issue from my wife's description At this time Tim has been a very nice guy, but we are tired of hearing he will be at our home and then no follow through I got involved in July to push the issue because my wife was tired of trying to get a response We would still like Tim to come out and fix/service the water heater that he installed and was under warranty at the time of initial contact See attached pictures of texts that have all the information about the water heater The model American Water Heater Company #PVG6250S40NVS Powerflex Feel free to contact us if you need any other information Regards, [redacted] ***
My initial contact was April 28, regarding Mr***'s Bradford White Water Heater via his American Home Shield Warranty. Mr*** and my initial contact via a text, Mr*** sent a picture of the Bradford White model and serial number. Since his service call April
28, 2016, I have serviced several hundred customer calls. Mr*** and his wife reached out to me regarding the fan; there probably was a telephone call initially; however, our texting correspondence started around July 5, 2016. When I went through my texts, I pulled up the text with the Bradford White Water Heater; hence the comment that I did not have a part for the Bradford White Water Heater. After researching the matter with my office manager, I dis***ed that American Home Shield Warranty Company allowed for a new water heater, which I installed April 29,2015. Hence, I did not realize I had installed an American Water Heater because I had been referring to my texts, which was an honest mistake. Also, Mr*** is correct, I have failed to arrive at the scheduled time. My timeliness has been an area where I am continuing to make improvements. I understand how important it is to my customers. To be able to move forward, I would need to be provided the model and serial number of the American Water Heater so that I may call American Water Heater to secure the necessary informationOr Mr*** can call American Water Heater; register his water heater, explain the situation; secure authorization and secure another water heater provider. We have contacted Tim over times about a warranty issue on an American Water Heater that was having issues less than a year from installationHe responded a few times saying he ordered a new fan and would be out to replace itThe unit was under warranty and he never came out to assess to problemHe mearly guessed the issue was the fanHe made promises on occasions that he would come fix itTim has yet to show up and fix anythingThe last response was the unit was not an American Water Heater and he didn't have the partIn fact it is and he's wrongWe have months of text to prove he never showed up and we sent him pictures of the water heater from the beginningHe installed the water heater originally less than a year from our unitial complaint.Complaint Background:Product/Service: Water HeaterPurchase Date: 4/29/2015Problem Occurred: 4/26/2016Model: Account Number: Order Number:
*** *** contacted Call Tim Ryan, inc to service his water heater. It was determined that his water heater was leaking; A O Smith would replace the water heater. *** *** via a message stated that he did not want Call Tim Ryan, inc to install the water heater because he
had some one who could install it. *** *** asked Call Tim Ryan, incto pick up the water heater and deliver it for a price. Call Tim Ryan, incpicked up the water heater; due to new water heater regulations; A O Smith has a warranty upgrade and there is a handling fee. *** *** expected Call Tim Ryan, incto deliver and install the new water heater; not just pick it up. Also, *** *** did not want to pay the additional cost from the supplier.In the best interest of both parties, *** *** was informed that the water heater would be returned to Winsupply Fairfield OH CO, Call Tim Ryan, incaccount would be credit for the handling and upgrade fee and *** Noyen, the supply company (Winsupply Fairfield OH CO) and A O Smith could resolve the matter to his satisfaction. Call Tim Ryan, inc left this message for *** *** and he was informed a follow up letter would follow. *** *** at this time has not incurred any cost from Call Tim Ryan, inc
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. I do not wish to go back and forth about how much we texted, called, and expected Tim to come out to our house. However, my wife initiated contact about the service on 4/and made a phone call. That is when she sent the pictures attached with model number and details of the water heater he installed less than a year ago. She sent those at his request so he could order the part. This is the correct water heater the American Water Heater and it has everything he needed. We were told multiple times the part was on order and he would come out to put it in. I would assume from the messages recently he never ordered the parts. We are concerned the part he thinks he should order may or may not be the problem. Tim has not come out to assess the issue, and only knows the issue from my wife's description. At this time Tim has been a very nice guy, but we are tired of hearing he will be at our home and then no follow through. I got involved in July to push the issue because my wife was tired of trying to get a response. We would still like Tim to come out and fix/service the water heater that he installed and was under warranty at the time of initial contact. See attached pictures of texts that have all the information about the water heater. The model American Water Heater Company #PVG6250S40NVS Powerflex. Feel free to contact us if you need any other information.
Regards,
*** ***
[redacted] contacted Call Tim Ryan, inc to service his water heater It was determined that his water heater was leaking; A O Smith would replace the water heater [redacted] via a message stated that he did not want Call Tim Ryan, inc to install the water heater because he had some one who could install it [redacted] asked Call Tim Ryan, incto pick up the water heater and deliver it for a price Call Tim Ryan, incpicked up the water heater; due to new water heater regulations; A O Smith has a warranty upgrade and there is a handling fee [redacted] expected Call Tim Ryan, incto deliver and install the new water heater; not just pick it up Also, [redacted] did not want to pay the additional cost from the supplier.In the best interest of both parties, [redacted] was informed that the water heater would be returned to Winsupply Fairfield OH CO, Call Tim Ryan, incaccount would be credit for the handling and upgrade fee and [redacted] Noyen, the supply company (Winsupply Fairfield OH CO) and A O Smith could resolve the matter to his satisfaction Call Tim Ryan, inc left this message for [redacted] and he was informed a follow up letter would follow [redacted] at this time has not incurred any cost from Call Tim Ryan, inc
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.] 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 I do not wish to go back and forth about how much we texted, called, and expected Tim to come out to our house However, my wife initiated contact about the service on 4/and made a phone call That is when she sent the pictures attached with model number and details of the water heater he installed less than a year ago She sent those at his request so he could order the part This is the correct water heater the American Water Heater and it has everything he needed We were told multiple times the part was on order and he would come out to put it in I would assume from the messages recently he never ordered the parts We are concerned the part he thinks he should order may or may not be the problem Tim has not come out to assess the issue, and only knows the issue from my wife's description At this time Tim has been a very nice guy, but we are tired of hearing he will be at our home and then no follow through I got involved in July to push the issue because my wife was tired of trying to get a response We would still like Tim to come out and fix/service the water heater that he installed and was under warranty at the time of initial contact See attached pictures of texts that have all the information about the water heater The model American Water Heater Company #PVG6250S40NVS Powerflex Feel free to contact us if you need any other information Regards, [redacted] ***
My initial contact was April 28, regarding Mr***'s Bradford White Water Heater via his American Home Shield Warranty. Mr*** and my initial contact via a text, Mr*** sent a picture of the Bradford White model and serial number. Since his service call April
28, 2016, I have serviced several hundred customer calls. Mr*** and his wife reached out to me regarding the fan; there probably was a telephone call initially; however, our texting correspondence started around July 5, 2016. When I went through my texts, I pulled up the text with the Bradford White Water Heater; hence the comment that I did not have a part for the Bradford White Water Heater. After researching the matter with my office manager, I dis***ed that American Home Shield Warranty Company allowed for a new water heater, which I installed April 29,2015. Hence, I did not realize I had installed an American Water Heater because I had been referring to my texts, which was an honest mistake. Also, Mr*** is correct, I have failed to arrive at the scheduled time. My timeliness has been an area where I am continuing to make improvements. I understand how important it is to my customers. To be able to move forward, I would need to be provided the model and serial number of the American Water Heater so that I may call American Water Heater to secure the necessary informationOr Mr*** can call American Water Heater; register his water heater, explain the situation; secure authorization and secure another water heater provider. We have contacted Tim over times about a warranty issue on an American Water Heater that was having issues less than a year from installationHe responded a few times saying he ordered a new fan and would be out to replace itThe unit was under warranty and he never came out to assess to problemHe mearly guessed the issue was the fanHe made promises on occasions that he would come fix itTim has yet to show up and fix anythingThe last response was the unit was not an American Water Heater and he didn't have the partIn fact it is and he's wrongWe have months of text to prove he never showed up and we sent him pictures of the water heater from the beginningHe installed the water heater originally less than a year from our unitial complaint.Complaint Background:Product/Service: Water HeaterPurchase Date: 4/29/2015Problem Occurred: 4/26/2016Model: Account Number: Order Number:
*** *** contacted Call Tim Ryan, inc to service his water heater. It was determined that his water heater was leaking; A O Smith would replace the water heater. *** *** via a message stated that he did not want Call Tim Ryan, inc to install the water heater because he
had some one who could install it. *** *** asked Call Tim Ryan, incto pick up the water heater and deliver it for a price. Call Tim Ryan, incpicked up the water heater; due to new water heater regulations; A O Smith has a warranty upgrade and there is a handling fee. *** *** expected Call Tim Ryan, incto deliver and install the new water heater; not just pick it up. Also, *** *** did not want to pay the additional cost from the supplier.In the best interest of both parties, *** *** was informed that the water heater would be returned to Winsupply Fairfield OH CO, Call Tim Ryan, incaccount would be credit for the handling and upgrade fee and *** Noyen, the supply company (Winsupply Fairfield OH CO) and A O Smith could resolve the matter to his satisfaction. Call Tim Ryan, inc left this message for *** *** and he was informed a follow up letter would follow. *** *** at this time has not incurred any cost from Call Tim Ryan, inc
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
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. I do not wish to go back and forth about how much we texted, called, and expected Tim to come out to our house. However, my wife initiated contact about the service on 4/and made a phone call. That is when she sent the pictures attached with model number and details of the water heater he installed less than a year ago. She sent those at his request so he could order the part. This is the correct water heater the American Water Heater and it has everything he needed. We were told multiple times the part was on order and he would come out to put it in. I would assume from the messages recently he never ordered the parts. We are concerned the part he thinks he should order may or may not be the problem. Tim has not come out to assess the issue, and only knows the issue from my wife's description. At this time Tim has been a very nice guy, but we are tired of hearing he will be at our home and then no follow through. I got involved in July to push the issue because my wife was tired of trying to get a response. We would still like Tim to come out and fix/service the water heater that he installed and was under warranty at the time of initial contact. See attached pictures of texts that have all the information about the water heater. The model American Water Heater Company #PVG6250S40NVS Powerflex. Feel free to contact us if you need any other information.
Regards,
*** ***