Logos Bible Study

According to our records we responded to the clients complaint immediately and offered to come back out and re diagnose the problem The client declined and called another company After further discussion, we offered to go out and replace the thermostat to an upgraded one We will be returning on Monday, 2/29/to complete this call as per the clients request

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

After reviewing the call we have made the following determination We originally quoted the client $1,795.00, which is our charge for this type of work We use upfront pricing and that is how we quoted the client I cannot comment on what another contractor might have charged for this work The client spoke to our service manager, John S [redacted] and agreed to do the work for $1,since it did not take as long as expected which the client signed the service ticket for I will attach this ticket as well We also did use pounds of new Rrefrigerant as is also listed on the ticket that was signed by the client We did not use used refrigerant At this time we feel that we do not owe the client any additional money

(The following was copy/paste by Revdex.com staff [redacted] We sold this client a system, contingent upon financing, for $36,Conventional financing fell through, but contingency financing was approved, meaning the contingency on our contract was liftedThe was a bona fide agreement to purchase and was a business to business contractThe contract, agreed to by the client, includes a restock fee up to 25%, if unilaterally canceled by the clientThis was agreed to by the clientBoth parties are bound by the agreement.The client notified us that she found a better deal elsewhereOnce the deal was canceled by the client, our sales rep notified our controller and a restock fee was automatically generatedOur client notified our sales rep of her displeasure about the feeAfter an internal discussion about the circumstances of the transaction, we agreed to release the client from the agreement without penalty and the invoice for the restock fee was deleted.Thank youDave ***

We have spoken with this client extensively on this issue Our salesperson verbally proposed a *** air conditioning system and when the client asked for a better price told the client that we could do so with a *** condensing unit instead of the *** unit Our proposal includes
the model numbers of all of the equipment we proposed These model numbers agree with the model numbers on the equipment that we installed at this client's home See attached copy of contract.*** is owned by *** and the units are identical - made in the same factory The color of the unit and the *** badge vsthe *** badge are the only difference They come with the same warranty from the manufacturer Changing this unit from a *** would not in anyway improve or change the performance of the system that he currently hasWe purchase both brands from the same distributor - *** *** ** *** *** *** *** does not spend as much money marketing the *** brand and sell those products through a different dealer market than their *** units This is why they charge us less for them and we are able to pass this savings along to customers looking for a lower price.Here is our previous correspondence with this client on this issue:***I reviewed the two proposals that you sent me. Andre’ remembered you showing him last year’s proposal and you telling him that you wanted the third option which was for a SEER system for $12,748, but instead now wanted a SEER system. Andre’ told you that he couldn’t give you a *** SEER system for the same price, but offered you a system featuring a *** condensing unit for $13,200. So you received a more efficient system than the less costly one proposed last year.With regard to your request to advise what the cost would be to change the *** unit to a *** unit, this cost would not simply be the difference in price between the two units.The cost would be $5,which includes the labor and materials necessary to change the unit out. The *** unit would be left for you at your home to do with as you wish as we cannot accept it back and sell it to someone else as new.I want to again assure you that other than the color of the unit and the *** badge on it THERE IS ABSOLUTELY NO DIFFERENCE IN THE TWO UNITS. Changing the unit will not improve or change in anyway the performance of your system, the warranty or the operating costs.Our *** representative (from whom we buy both the *** and *** equipment) has indicated to me that he would be happy to speak with you and answer any questions you have about the difference between the two brands which are made in the same factory.With this said, we would be willing to change this client's *** condensing unit out for a *** condensing unit for $1,214, which is the difference in the selling price between the *** unit and the *** unit We would ask for *** *** patience as he currently has a working air conditioning system and we are currently scheduling installations for mid- to late-June We would be happy to fit him into our schedule upon his acceptance of our offer to change the unit out at the cost indicated

This refund was processed in the form of a credit back to this client's credit cardIt is typical to have a refund processed within daysThis client should see this credit on his next statement, as it was processed this week

Complaint: ***
I am rejecting this response because: The company said that they would review and get back to Revdex.com on
Monday. Today is Wednesday and I have not heard anything. I was awaiting their resolution to the matter but do not want to miss the window for my response. Please keep this matter open.
Regards,
*** ***

We sold to this customer an entry level OB/GYN black and white Chison Eco at a price point below $10,to match this clients budget in December Our salesperson who sold this unit left our company in July of this yearOur sales manager received an email from this client in August
complaining of poor image qualityAfter assessing our clients prior system experience, our sales manager privately speculated that the client likely has higher expectations of image quality than an entry level system like the ECO can deliverHowever, we did want to look at the system to rule out any functionality issues with the unitAs a courtesy, we will provide a loaner system while we perform depot (where the system is sent via Fed Ex to our testing facility) service on portable systemsWe did not have a loaner system to provide this client at the time and we did not communicate this information to the clientThere was an internal miscommunication due to a vacation that caused thisWe are working to fix this internally and will apologize to our client for this miscommunication.We did provide a label to send the unit to us on Sept 9, Our client did not actually use the label until September 18, and we physically received the equipment on 9/19/The unit was checked into service on 9/20, with testing completed on 9/22/A service report was filed on 9/25/(internally).Our sales manager was talking to our customer service staff about potentially upgrading systems to match the clients image quality expectations, given that the clients ECO tested perfectlyOur sales manager assumed our customer service staff was communicating to our client, and our customer service staff assumed our sales manager was communicating with our clientThis internal miscommunication is being addressed and we will apologize to our client. We are willing to discuss options, including taking the unit back for a partial refund or providing credit against an upgraded system

Consumer called in and states that the company will be issuing a refund and that the complaint has been resolved

[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.]
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 with the following rebuttals: There are parts I disagree with; for instance, that my "expectations" were beyond what was represented to me as a "good unit for our needs".   It may have been the fault of the now EX- employee, but he was your representative.I asked for a technical representative to come to our office to demonstrate its use, but was told Providian didn't do that.No management level personnel have tried to contact me throughout this process to discuss the matter or offer options.We would like 80% or our purchase price refunded, the check should be sent this week please.
Regards,
[redacted]

(The following was copy/paste by Revdex.com staff [redacted]We sold this client a system, contingent upon financing, for $36,894.25. Conventional financing fell through, but contingency financing was approved, meaning the contingency on our contract was lifted. The was a bona fide agreement to purchase and...

was a business to business contract. The contract, agreed to by the client, includes a restock fee up to 25%, if unilaterally canceled by the client. This was agreed to by the client. Both parties are bound by the agreement.The client notified us that she found a better deal elsewhere. Once the deal was canceled by the client, our sales rep notified our controller and a restock fee was automatically generated. Our client notified our sales rep of her displeasure about the fee. After an internal discussion about the circumstances of the transaction, we agreed to release the client from the agreement without penalty and the invoice for the restock fee was deleted.Thank youDave [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

According to our records we responded to the clients complaint immediately and offered to come back out and re diagnose the problem.  The client declined and called another company.  After further discussion, we offered to go out and replace the thermostat to an upgraded one.  We will...

be returning on Monday, 2/29/16 to complete this call as per the clients request.

[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.]
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. However, I do not accept the assertion that I was made aware that the [redacted] label model was being recommended to me. I would also need confirmation that the replacement will be with an equivalent SEER 16.0 [redacted] Air Conditioner (4 ton [redacted] Comfort Series 24ACC6).
I will be ready to reimburse $1,214 which is the price difference between the two units to the business.
Regards,
[redacted]

After reviewing the call we have made the following determination.  We originally quoted the client $1,795.00, which is our normal charge for this type of work.  We use upfront pricing and that is how we quoted the client.  I cannot comment on what another contractor might have charged for this work.   The client spoke to our service manager, John S[redacted] and agreed to do the work for $1,000.00 since it did not take as long as expected which the client signed the service ticket for.  I will attach this ticket as well.  We also did use 6 pounds of new R22 refrigerant as is also listed on the ticket that was signed by the client.   We did not use used refrigerant.  At this time we feel that we do not owe the client any additional money.

Today, On February 29, 2016 at approximately 0900 Owner of MEYER & DEPEW, [redacted] R[redacted] and Service Manager John S[redacted] arrived at my home to inspect my [redacted] Furnace and install an [redacted] thermostat.  Moments later an additional service tech arrived and assisted Mr. S[redacted] with his inspection and installation.  During this time I met and spoke with Owner [redacted] R[redacted] about my negative experiences with his company.  Starting with their failure to install a water supply to the humitifier and his company’s attempt to charge me a year later.  We discussed his techs causing my pipes to leak (on 2 different occasions), turning off our hot water, and most recently misinforming us on the cause of malfunction and cost associated with the replacement of parts and labor.  During our conversation Mr. [redacted] apologized for his companies short comings and wanted to make things right with me.  He explained that he will work on training his staff to better serve their customers and offered the installation of the [redacted] thermostat (3 stage) free of charge.  I explained that I appreciate the time and effort he has spent addressing my problems and based on his efforts that I would be providing this information to the Revdex.com and [redacted].  Please take a minute to update my recent complaint with the aforementioned information. 
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.
Regards,
[redacted]

Complaint: [redacted]
I am not satisfied with the decision that Meyer and Depew has reached.  I am not convinced that the unit was replaced with new R-22 refrigerant.  I know my husband signed the service ticket but how would he know for sure if it was replaced with my existing refrigerant or new.  We would have to trust the company.  At this point I can't trust anything that this company has said or done. They said that they do flat billing but they are so out of line with standard rates and practices.  It seems that my only recourse is to advise as many people as I can by social media to BEWARE!!! 
I am rejecting this response because:
Regards,
[redacted]

We are in receipt of this complaint and will look into and get back to you on Monday, 11/2 with our findings. Thank you.Dana M[redacted]General Manager[redacted]