Magic Touch Mechanical, Inc.

Review: A/C was blowing hot air and I called Magic Touch so they could find a solution to my A/C. I called Magic Touch since my fiancé had them service the unit before. Upon arrival the tech inspected the unit for a very short period of time. The tech then proceeded to spend most of his time in the Van talking on the phone. When he exits his van and once again spends very little time inspecting the unit he tells my fiancé that we have a very small leak somewhere in the house and that it could be nearly impossible to detect. He suggested we make an appointment with magic touch so they could come out and possibly find the leak. He also said that the compressor had seized and we would need to purchase a new one and that we were looking at a cost of $1500 to $4000 dollars to install. The inside of my house was almost 100 degrees and desperation set in. Luckily my parents recommended a different company, and we called them, and they came out the same day to inspect the unit. The new tech informed us that there is no leak in the unit or anywhere in the house and that the compressor was not only NOT seized but working fine. The problem was a clogged filter and a bad reversing valve. Total cost of repair was $780 with one year warranty. Its hard to believe that Magic Touch would hire such incompetent technicians that seem to be out to con customers into buying unneeded items out of desperation and needing to be cool during our summer months. I feel really taken advantage of because I still had to pay a $75.00 diagnosis fee and it was the wrong diagnosis. Needless to say I will NOT be recommending Magic Touch To any of my friends, family, and anyone else! I wonder if the previous times we paid for services from magic Touch, we were taken advantage of also?Desired Settlement: I believe at the very least, the $75.00 diagnosis fee should be refunded.

Business

Response:

Please see attached PDF for response.

Thank you!

Sincerely,

President

Magic Touch Mechanical, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]5, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Let me start from the beginning-I called MTM on a Weds at 9am. Explained to lady who answered my call that my unit turns on, but no cold air has come out of it for almost 2 days and that temp inside my home has reached 94 degrees both days. She asked what the current temp was. I told her about 80 degrees, but that I think that's only because the house has a chance to cool down overnight with no sunshine and all my fans blowing. She dissagreed with me, saying the unit must be somewhat working due to the lower temp, so my situation was not an emergency and someone would be out 3 days later. I then told her that I purchased a Gold Plan 22 mos prior, so doesn't that entitle me to priority service within 24 hrs? She told me my Gold Plan was only an annual contract and had expired. So, after being frustrated and dissappointed, I accepted the Saturday appt...So that was the first horrible customer service encounter with Magic Touch- she just didn't care. My unit was not working and it was an emergency. No one can function in a house that feels like a sauna. I have kids and pets. And I read all the fine print on my Gold Plan contract- no where does it have an expiration date, nor does it say it is only an annual plan. So MTM calls me back and says they can squeeze me in Thursday between 3-6pm. I change my work schedule so I can be home. Technician [redacted] shows up. Says the first problem is a leak that could be anywhere. But he doesn't have a leak meter because MTM doesn't supply them and he can't afford to buy one- Really??? So I'll have to schedule an appt with someone else for tomorrow and it will cost me $200-$400 just to find the leak, and that doesn't cover the cost to repair it. He says for now he can put some Freon in it for about $300, which will last me a few days. I say go ahead, not knowing what else to do...[redacted] comes back 10 mins later and says my compresser just stopped working and now it's going to cost about $3000 for a new one, so he suggests that I consider buying a whole new AC unit for $5000-$15000. He apolgizes, says he can't do anything else for me today because it's the end of the business day (4:30PM) nad he'll call me back in the morning with prices.So luckliy we find another company. They come out 4 hs later at 9pm at night. Work on our unit in the dark. Tell us its a clogged filter and bad reversing valve. They come back at 6am with the new parts and fix it for $780. (Thank God!) [redacted] leaves me a message at 8 am, telling me used & new compresser prices $2000-$3000, and that he can come out and install it later that same day. At 9am he calls back (since I didn't answer the first time) asking when I want him to come out (Never does he ever say that someone is going to come out with him). I told him his diagnosis was wrong and we aleady got it fixed. He apologized.So with all that said, it doesn't matter that you think [redacted] is a "good guy". Going with Magic Touch's improper diagnosis of my AC unit would have cost me thousands of dollars in unneccesary repairs. And if he has "over a decade of experience" than he should have found the problem in a snap. I've been in mgmt for 16 years now, and from his supervisor "assuming" [redacted]'s work was thorough, to the President of MTM giving excuses to justify my horrible experience is just wrong. So in my original complaint I think "incompitant" and "con" are very appropriate words to use in this situation, and I hope that MTM can learn a lesson in humility and doing what's right- not only when it comes to quality workmanship, but also in regards to great customer service.

Regards,

We have had excellent service from Magic Touch Mechanical and have used them twice to install air conditioning (once for the home and once for the garage.) We plan to use them in the future for other energy reducing projects. A great team!

Review: I was paying monthly installments for a service plan on my home's two A/C units. We were due for our semi-annual tune-up, which I had scheduled for April 15. The technician called me when he was approximately 30 minutes away from my house, and we did speak. I noticed the van sitting outside my house at the time he was supposed to arrive, but as I had not heard a knock or doorbell, I assumed he was getting something done in his van and would come to the door. After a few more minutes, I checked if the van was still there, and it was gone. I tried calling the technician's cell phone, but he didn't answer. I called Magic Touch directly, and told them the technician had left but I was home waiting, and the woman who answered said she would call the technician and call me right back. When 15 minutes went by and no one had called me back, I called Magic Touch again, but by this time it was after 6 pm and their phones were forwarding to an answering service. Rather than try to get the technician to turn around just five minutes later, they ignored my service window and just failed the honor the three-hour window I had left open and stayed home for them to arrive. When I called the next day to figure out what happened, they said the technician knocked and didn't get a reply so he left. I explained my frustration that I was home and he didn't ring the doorbell or try again, and that no one had the professionalism to return my call that evening before closing up for the evening. I told the representative that I wanted to be scheduled that day or week if possible for another service appointment, not have to wait another few weeks for an appointment, as I had to do originally. She said that was not going to be possible, so I asked what my options were if I wanted to consider cancelling my service. I asked her if I could get a refund on the monthly service plan charges as I had paid for service that wasn't being provided. She said she would have to ask management, as she didn't have the authorization to give a refund. She said she would email me a form to request my refund, and I told her I would consider it.

A few weeks later I called back to ask about getting a refund or rescheduling the service call, and I was told by [redacted] that my service plan had already been cancelled, and that they would not refund my money for the unused months or would they reactivate my plan so that I could get the requested A/C tune-ups I wanted. They were completely unwilling to offer any service or compensation, and were essentially writing me off even though I had paid for service. I think this is a pathetic excuse for a company that likes to pride itself on sending professionals to homes and for offering maintenance plans to protect A/C units.Desired Settlement: I want a refund of the months for which I paid but the service was then not performed. I had a tune-up on both units on December 10, 2014 so I accept the monthly payments of $32.18 through December 2014. I want a refund for January through April, as those were the months when I was paying but then was not able to get the advantage of paying for their service plan as they cancelled me without doing the prepaid service for which they agreed to do previously.

Business

Response:

Dear Revdex.com:Please see below screenshot of the contract signed by Mrs. [redacted] on 09/09/2014. This appears to be a contractual dispute, and request the Revdex.com acknowledge and treat it as such, however we are providing a point-by-point reply to the customers complaint to honor our commitment as a Revdex.com Accredited Business. Note Mrs. [redacted] has informed Magic Touch she "will be seeking a refund for the entire amount from her credit card company", which is a breach of contract.Breach of contract definition: (Emphasis 'interference with the other party's performance')Breach of contract is a legal cause of action in which a binding agreement or bargained-for exchange is not honored by one or more of the parties to the contract by non-performance or interference with the other party's performanceWe are disappointed this event has come to this as we have honored all of our contractual obligations and commitments to this customer. The customer acknowledges both: “Receiving a 30-minutes ahead courtesy call” and “seeing the technician at her home”. To state after acknowledging both of those facts that the technician didn’t knock is nonsensical. The reasonable thing to do would’ve been to just call back and state she wasn’t there or didn’t hear them knock and ring the bell (twice in twenty minutes). We would have been happy to just reschedule (as we did attempt to do). Unfortunately at this point it seems the relationship is regrettably unsalvageable.I must reiterate that Magic Touch Mechanical, Inc. has indeed fulfilled all contractual obligations. In fact, discounts provided exceed amount customer seeks as resolution (which per the terms of the agreement should be due to Magic Touch Mechanical, not the other way around), and; Magic Touch immediately stopped customers payments on receipt of cancellation notice…not 30 days later as allowed by contract terms agreed to.Sincerely, [redacted]PresidentMagic Touch Mechanical, Inc.Exhibit AExecuted Contract AcknowledgementAttachment: "[redacted] Plan Authorization.jpg" (Note: Screenshot shows agreed terms portion)Exhibit BNote: Emphasis T&C #’s: 4,5,8,12,17Posted publicly: [redacted]Maintenance Contract Terms and ConditionsPlease refer to the specific contract or agreement title listed below to review the terms and conditions associated with the product or service listed on your document. Savings Plan AgreementsThe terms and conditions listed in this section are applicable only to the following savings plans; EXTREME CLEAN & MAINTENANCE PLAN, ADVANCED CLEAN & MAINTENANCE PLAN, and BASIC CLEAN & MAINTENANCE PLAN. These terms and conditions DO NOT apply to SILVER CSP, GOLD CSP, or PLATINUM CSP purchased on or before 12/01/2013.The following terms and conditions apply to Maintenance Plans/Savings Plans issued on or after 12/01/2013 (hereafter “Plan”) between Magic Touch Mechanical, Inc. (hereafter “MTM” or “Company”) and the equipment owner or authorized signer of the plan (hereafter “Customer” or “Member”). These terms and conditions become effective as of midnight 12/01/2013. “Silver, Gold and Platinum Comfort Savings Plans” are covered under previous terms and conditions version: 7953-106391) MTM will assume no responsibility and declare all guarantees, warranties, and remaining plan benefits null and void if equipment is serviced or repaired by another other than MTM.2) MTM will assume no responsibility and declare all guarantees, warranties, cash back credits, and/or remaining plan benefits null and void if should the plan lapse or expire for non payment, insufficient funds, or customer cancellation.3) EZ-Pay monthly cost will be automatically withdrawn from credit / debit account provided by the customer at current market price unless cancelled by customer or MTM with thirty days written notice.4) Customer agrees to give MTM thirty days notice prior to expiration or cancellation of credit debit account used for EZ-Pay monthly withdrawals, and provide MTM with new account information.5) Customer agrees two free tune–up visits are included with all plan levels. Members are not "pre–paying" for tune–up visits. Plan costs and payments are to receive all other benefits listed and account must be current with payments not in arrears to receive the free tune–up visits. Magic Touch Mechanical will do our best to contact Members in order to schedule free maintenance visits. No refunds will be issued for any unused free visits.6) “Cash Back” feature / benefit explanation. If within ninety days of repair customer decides to purchase a qualifying complete new system from MTM to replace the repaired unit, MTM will credit the customer 50% of the cost of the repair up to the amount the plan allows.7) Plan does not cover repairs or replacement of parts or components and no warranty is implied or stated. 8) If payments are in arrears or customer cancels plan for any reason prior to completion of the term of the original plan, customer is responsible for paying in full for the plan, discounts used, and/or for services rendered to date at MTM’s current market rates, immediately upon cancellation.9) MTM shall not be liable for loss, damage, injury or claims caused by a delay in service or repair, equipment malfunction, clogged drains water damage, component failure, equipment mounting hardware failure or any damages arising from a failure of the system, equipment, controls, accessories, power or water supply.10) Planned maintenance visits will be scheduled during normal business days/hours.11) Free diagnostic fee and discounted diagnostic fee benefit limited to two instances per twelve-month period.12) MTM’s ability to complete all plan features, benefits and tasks assume safe and reasonable accessibility to equipment, components and/or areas (at MTM representatives sold discretion). MTM will not move furniture fixtures, or building components or complete tasks that put him, others, pets or property in jeopardy of potential harm of damage. Customer agrees to hold MTM harmless for tasks that cannot be completed.13) Refrigerator coil cleaning and bath fan cleaning plan feature/benefit assumes MTM representative can reasonably access coils and/or fans. Benefit limited to one refrigerator. Benefit limited to two bath fans14) Return and supply register cleaning benefit limited to removing surface dust from reasonably accessible registers. Removal of register and/or higher level cleaning can be completed at an additional cost upon request.15) Guaranteed service within 24 hours will be provided during normal weekday business housel. MTM will provide customer with a free service call should we fail to fulfill this guarantee.16) All plan features (tasks) involving cleaning and waxing refer to “basic level” cleaning and waxing. More in-depth levels of cleaning/waxing will be billed at current market price less plan discount.17) There is no agreement oral or otherwise which is not set forth herein. END.Exhibit C:Company response point-by-point to customer’s statements:Customer:I was paying monthly installments for a service plan on my home's two A/C units. We were due for our semi-annual tune-up, which I had scheduled for April 15. The technician called me when he was approximately 30 minutes away from my house, and we did speak. I noticed the van sitting outside my house at the time he was supposed to arrive, but as I had not heard a knock or doorbell, I assumed he was getting something done in his van and would come to the door. Company Response:I personally spoke with both of the technicians who were working together that day. Per both of the technicians ([redacted] and [redacted]), they knocked and rang doorbell multiple times and waited at the home for twenty minutes before moving on to their next customer.Our service vehicles are equipped with GPS systems that record detailed reports showing vehicle location, when the ignition is turned on and off, how long the vehicle idles, etc. The report shows the truck was indeed at the location for 20 minutes, and the ignition was off for 15 of those minutes, confirming both technicians account of the event.The story seems to have changed. According to the detailed report from our answering service that the customer was speaking with, her first message stated, “no one ever showed up”. When speaking with our office manager [redacted], the customer acknowledged she “saw them there”. When [redacted] informed her the technicians stated they knocked and rang the doorbell, the customer said, "No, they didn't ring the doorbell". I’m unsure why the customer would think we would show up, wait around for twenty minutes only to leave for any other reason than she DID NOT ANSWER THE DOOR? That does nobody any good, certainly it does not benefit Magic Touch who had two technicians given the dispatch who were both being paid by the hour and used the gas to get there. It just doesn't add up.Customer:After a few more minutes, I checked if the van was still there, and it was gone. I tried calling the technician's cell phone, but he didn't answer. I called Magic Touch directly, and told them the technician had left but I was home waiting, and the woman who answered said she would call the technician and call me right back. Company Response:The customer mentioned this over the phone when speaking with [redacted], however [redacted] states the customer never said the person would call her back during that conversation and this is also new details of the account. [redacted] told the customer she was speaking with the answering service and she would address it with them. The customer replied “No, it was the office.” Again, I personally verified this and show the call logged by the answering service as well as the detailed message they sent.Customer:When 15 minutes went by and no one had called me back, I called Magic Touch again, but by this time it was after 6 pm and their phones were forwarding to an answering service. Rather than try to get the technician to turn around just five minutes later, they ignored my service window and just failed the honor the three-hour window I had left open and stayed home for them to arrive. When I called the next day to figure out what happened, they said the technician knocked and didn't get a reply so he left. I explained my frustration that I was home and he didn't ring the doorbell or try again, and that no one had the professionalism to return my call that evening before closing up for the evening. Company Response: Again, I verified the office was closed and phones were transferred at 5pm. I’m not sure why the customer feels otherwise as the answering service confirms they are an answering service.Customer:I told the representative that I wanted to be scheduled that day or week if possible for another service appointment, not have to wait another few weeks for an appointment, as I had to do originally. She said that was not going to be possible, Company Response:Per [redacted]: “On 04/16/15- Customer would accept nothing but Monday morning. I offered her a same day appointment (Thursday), also Friday or Tuesday. We did not have a Monday appointment available. The customer grew angry and louder and said; ‘Fine, I'm not getting any benefits from my service so I want a refund for the plan up to the date of my last tune up’. I told her if she would like to cancel her plan, I would send her the cancellation form for her to complete and return and we would process it immediately. Customer:So I asked what my options were if I wanted to consider cancelling my service. I asked her if I could get a refund on the monthly service plan charges as I had paid for service that wasn't being provided. She said she would have to ask management, as she didn't have the authorization to give a refund. She said she would email me a form to request my refund, and I told her I would consider it. A few weeks later I called back Company Response:Per [redacted]: “I emailed her the form on 04/16/15, the same day. We did not receive the form back until Tuesday, May 5th. She called back to demand the refund after the form was submitted on 05/07/15, two days after she submitted the form (not a few weeks later…two days later). I have a note in the system that Michele left a message on both of her phone numbers on 05/07 at 10:30 am. Customer:to ask about getting a refund or rescheduling the service call, and I was told by [redacted] that my service plan had already been cancelled, and that they would not refund my money for the unused months or would they reactivate my plan so that I could get the requested A/C tune-ups I wanted. They were completely unwilling to offer any service or compensation, and were essentially writing me off even though I had paid for service. I think this is a pathetic excuse for a company that likes to pride itself on sending professionals to homes and for offering maintenance plans to protect A/C unitsCompany Response:To clarify, sMrs. [redacted] entered into the EZ-PAY maintenance contract with Magic Touch when she purchased repairs…in order to receive the immediate plan discount on said repairs. In this instance, she entered into this contract on 9/9/14 and received a discount on repairs made that day. That discount alone totaled more than the $128.72 Ms. [redacted] wants returned to her for the plan she is claiming she “received no benefit from”.

This company is outstanding. We purchased a unit from them 4 years ago and took out the extended warranty. We have it looked at every year as recommended and when there was a problem, they were very quick to make it good. I have nothing but praise for Magic Touch. I have recommended them many times to my friends and family.

They have been very good about issues with my heat-pump system. About 2 years ago the compressor failed. They had stated a warranty in their initial contract with me that the manufacturer did not back up. They went ahead and covered the compressor cost. Recently there was a failure with the same unit in a different area. After some initial issues, they made good on the repairs and the unit is operating well. They clearly strive to treat their customers fairly.

I've had them make a lot of energy improvements to my house. They first did an audit of things that were wrong with my house causing me to pay very high power bills to srp. Since then they put in two new high efficient air conditioner-heat pumps, fixed the leaky air tubing, added new insulation in my attic and a few other things that needed to be fixed. They know what they're doing because my power bill went down by 40%. I liked the fact that they took a lot of time showing me what was wrong and didn't push me into paying for things I do not need. The cherry on top is before both of my daughters rooms were either too hot in the summer or too chilly in the winter and we were either freezing or sweating in our room to keep them comfortable. Now its even in every room. You cant do better then them in my opinion.

Review: Magic Touch Mechanical [redacted] March 18th, 2014

To Whom It May Concern,

I am writing to register a complaint regarding a heating/cooling system that was installed in my home on June 25th, 2010. I purchased a package system including a Rheem condenser (Model RPRL-036JEC, serial # 7221W[redacted]0) and a Rheem air handler (Model [redacted] serial # [redacted]). I paid $8256.08 for the system and installation, including tax. I also purchased a Silver Maintenance Plan for $99.00.

In June of 2013, the system quit cooling. I scheduled Magic Touch Mechanical to come to the property and diagnose. I was told the system needed charging and the condenser coils needed cleaning. The office staff suggested I purchase the Gold Maintenance Plan, which covered those repairs. I purchased the Gold Plan for $356.60, and paid an additional diagnostic fee of $37.50. I am including a copy of the three maintenance plans offered by Magic Touch Mechanical. It states that the Gold Plan costs $139.00/year, and the Platinum Plan costs $349.00/year. Based on the amount I paid, I should have received the Platinum Plan.

In November of 2013, the system quit heating. Again, I scheduled Magic Touch Mechanical to diagnose. The technician ([redacted]) called me and said I needed a TXV bi-flow filter, plus the system needed vacuuming and charging. I was quoted another $1038.20 for repairs, only 5 months after the last repair including charging the system. I questioned why a system that is fairly new would be failing so frequently. [redacted] said that the salesmen should insist customers purchase an extended warranty, because these systems tend to fail quickly in our climate/conditions.

There was an additional repair in December of 2013, which is not included in the service records that I requested from Magic Touch. This particular repair was overlooked in November, and the system quit heating a second time. I was not billed for repairs in December 2013, as it was the result of an oversight by Magic Touch. But, I would like to request a record of the service that was performed on that visit.

I am very disappointed with Magic Touch and Rheem. I paid a lot of money for a system that is sub-standard when it is less than 3 years old and failing repeatedly. I feel like I was sold a system and equipment that is of poor quality and workmanship, and subsequently I have had to spend over $1,500.00 on repairs. According to the NAHB, the average life span of a heat pump and air conditioner is 13 years. (10-15 years for an air conditioner, 16 years for a heat pump) At the rate my system is failing, I will spend an additional $6,000.00 on repairs alone, without adjusting for rate increases.

The staff at Magic Touch Mechanical have shown no empathy, and the communication amongst the office staff and the technicians is poor. The technicians, however, have been punctual. I was led to

believe by the salesman at Magic Touch that I was purchasing a high quality product, manufactured by a nationally recognized company/brand. For those reasons, I didn't believe it was necessary to purchase an extended warranty immediately.

I would like to be compensated for these extra-ordinary repair costs. In addition, I would like to be offered an extended warranty plan to cover future repairs.

I look forward to a timely response, and an equitable solution.

Sincerely,

[redacted] ###-###-####

cc: Rheem Corporate, Revdex.com of Central ArizonaDesired Settlement: I would like to be refunded for the extra-ordinary repair costs or have the inferior product replaced.

Business

Response:

Revdex.com & MS. STRIET:Attached find the written response mailed 3/29 returned to sender after 3 attempts by the post office. The Revdex.com system will only allow me to upload 4 attachments. The letter included another 11 other supporting documents that I will try to send on another manner.[redacted]Magic Touch Mechanical

Business

Response:

03.27.14

Dear [redacted]:

Subject: Reply to your recent correspondence re: “registering a complaint…”

In an effort to demonstrate just how seriously we take our clients satisfaction here, please note that your letter is personally being responded to by myself, president of the company not our customer service manager (to whom it was addressed). Your letter dated 3/18/14 is postmarked 3/25/17 and we received it this morning 3/27/14. I’m replying the same day at 5pm, again as an effort to demonstrate we all care about our clients. Since you stated “the staff at Magic Touch have shown no empathy, and the communication amongst the office staff and the technicians is poor”, I asked to personally look into this so you could see just how much that is not true…we feed our families thanks to the loyalty of clients like yourself and do very much care about each an every client. As you read this please understand that I am replying specifically to comments you made in your letter with a reply to be sure I addressed all of your concerns and make sure we are all on the same page. I very much understand your disappointment in having to repair a unit that is under four years old and certainly wish that were not the case, we do empathize with you…however have no control over mechanical components failing in a system that is from a highly rated manufacturer. First just some point by point responses to your statements: - “I also purchased a Silver Maintenance Plan for $99.00” | I have attached the original contract as well as the front and back of the plan enrollment card. Note that the original Silver Plan you had was given free of charge as a thank you for choosing Magic Touch as - your HVAC Company to install your new equipment.

- “6/13 the system quit cooling…staff suggested I purchase a Gold Plan which covered those repairs…I purchased the Gold Plan for $356.60…Gold Plan costs $139…Based on the amount I paid I should have received the Platinum Plan | Although you did not include the copy you referred to describing all the plans, I am intimately familiar with the details of all of our plans. The plan did not cover the cost of refrigerant; it did however cover the cost of the coil cleaning as well as a 15% discount on the refrigerant repair. The savings on those two items alone was greater than the $139 cost of the plan and we allowed you to apply that discount to those repairs immediately.

If you refer to Invoice #46730 and adjoining diagnostic checklist referring to that invoice you will see that the total charge refers to “Gold + Charge-up” [refrigerant]. You will also see below the technician again delineates “completed checklist and charged to specs, cleaned condenser coils”. I can see how you may have perceived you were charged that amount for the plan but as I’m sure you can see now, the tech did specify the amount was for both the Plan and the refrigerant charge.

- “[redacted] said that the salesmen should insist customers purchase an extended warranty…” | We most certainly do believe our clients should protect their wallets and investment by purchasing both an –extended warranty and a maintenance plan. You will see if you refer to your original contract we delineate not only the amount ($550 at the time which was our cost without any markup…because we feel it is important), but we also have a space that the salesman has to insert the word “NO” next to “ACCEPTED” if the client declines, just to make sure it is offered to every client.

We also make sure to clearly identify what the manufacturer standard parts warranty is, what Magic Touch’s warranty is and what the extended warranty is in order to be completely transparent.

Also attached are two pages that show on 11/2/12 we sent you a “LAST CHANCE” postcard through Send Out Cards reminding you that you could still purchase an extended labor warranty if you contacted us. We do this as a courtesy as well, because in our 16 years in business, yours is not the first letter I have responded to where a client declined the extended warranty and after needing an expensive repair was upset they did not purchase it.

However, you would not have chosen us as your HVAC Company had we “insisted” you buy anything…correct? We make sure it is offered and even then make another attempt via the mailing attached…but you make the decision how to spend your money and whether or not to assume the risk of not buying insurance.

- “I feel that I was sold a system and equipment that is of poor quality and workmanship…” | We represent three major manufacturers Lennox, Trane/American Standard, and Rheem and offer everyone all brands. The notes in your file reflect you chose Rheem as it offered the best return via rebates and tax credits.

Rheem consistently ranks high in Consumer Reports. I must add I’m taken back that you decided to phrase your statement; “I was sold…” as opposed to; the system I chose or something similar. We do not use any high-pressure tactics and have earned our reputation of being trustworthy. Please give us that as we have not performed poorly for you…you had two component failures and we acted very quickly to get you back up on running. In 2008 I purchased a top of the line Ford pick-up for $51,000. I was offered an extended warranty for $5,000…and chose to take my chances and not get it, as Ford is known to build a reliable product.

At 40k miles (about two months out of warranty), I discovered I needed a major repair that cost me $6,200 if memory serves. I was not pleased but did not blame the dealer; frankly I didn’t hold it against the manufacturer either. Mechanical components fail, I chose the truck, and I declined the warranty.

- “For those reasons I didn’t believe it was necessary to purchase an extended warranty immediately” | We made multiple attempts to offer you an extended warranty. We are not required to offer an extended warranty. We do because we feel they are like insurance…you don’t need it until you need it.

Again, I do wish this did not happen to you and wish you would have taken the extended warranty option when you had the opportunity, however it is unfair to label us as not being empathetic or worse, implying in not so many words that we pushed you into an inferior product because nether is true.

- “…additional repair 12/13…not included in the service records…repair was overlooked…unit quit heating a second time…I

- was not billed for 12/13 repair as it was a result of an oversight by Magic Touch…I would like a copy…” | Attached you will find four invoices.

To summarize:

11/26 diagnosed bad TXV (tech notes he called you and would call back the following day after finding out price and availability).

12/4 Removed faulty TXV and installed new one

12/9 Unit not heating again. Tech found new TXV was defective and needed to be replaced. Tech documented we would return same day to remove and replace

12/9 Tech replaced defective TXV under warranty. As you can see the reason you were “not billed” in December was because the new part we had installed was defective (there was no way to know this prior to installing it - and the part did function for several days before failing). It should be noted that we received not one but two defective components to replace the first one that failed. We acted as quickly as possible to get your equipment up and running despite receiving multiple defective components.

There was no “oversight” on Magic Touch’s part. - “I would like to be compensated for these extra-ordinary repair costs. In addition, I would like to be offered an extended warranty plan to cover future repairs.” | I can’t stress enough that we wish this would not have happened to you. I’m sure you recognize that we have no control over the failure of a mechanical component we did not manufacture, inside of a machine we did not manufacture. If there were an issue with the manufacturer not living up to their warranty we would be the first to come to your aid…but that is not the case either. The component failed outside of your labor warranty and you chose not to purchase protection in that scenario. Both Magic Touch and the manufacturer have fulfilled the obligations of our contract. If we were at fault we would make it right…that’s how we earned the reputation we have but we have not done you wrong in any manner and therefore cannot be held accountable for your costs. Regarding offering an extended warranty; unfortunately that is no longer an option (through normal channels). We send out reminder cards as a courtesy, as there is a time limit to purchase coverage through our provider.

I will however reach out to some of my contacts in the industry and see if anyone knows of a third party labor coverage provider that would accept a machine that was installed this long ago and contact you if I find one who will.

Here’s the other thing I can do as an effort to hopefully catch problems before they become major. (I mention that as you did not renew or call us for maintenance in 2012 – FYI annual maintenance is required when submitting a claim for extended warranty and they do ask for documentation) I have enclosed a copy of our new maintenance plans (your current plan is still in place for a few months). The old Silver, Gold, Platinum plans are no longer available for renewal after they expire and are being replaced with the new plans on the card attached.

You will see that the plans have changed significantly and are significantly more feature [redacted] as well as all now come with two annual visits as opposed to one. I will upgrade you to the next plan up should you choose to renew your plan when it expires. i.e. I will give you the advanced for the price of the basic or the extreme for the price of the advanced…and I will honor that arrangement for FIVE YEARS! The only caveat to that offer is that you have to sign up within 30 days of your current plan expiration…so we don’t wind up in this same place down the road.

Finally I would like to say that it is now 7pm. I spent two hours carefully selecting my words, as I want you to know that I really, really appreciate your business. I took this time to personally reply before going home to my family, as I never want any of our clients to feel they are not held in the highest regard. I hope this letter conveys that.

And I’m keeping my fingers crossed even tighter than you are that we’ve seen the last of the component failures on that machine for many years!!!

Sincerely,

President

Magic Touch Mechanical, Inc.

This is a dishonest company who sold me on a fireplace valve to lower my gas costs. When I found out from other vendors there is no such thing this company denied telling me this. Not only the workman who sold me but their supervisor said the same thing when I called the office. They then claimed my order was a customer order which was total BS. I cancelled the order before delivery and they kept $300. The workman also left a 7" gash in my glass dining table from his metal sales receipt folder. When they breached the contract by selling under false pretenses I couldn't do anything since they hadn't put their false claims in writing - most dishonest people know better.

Review: End of October 2013 the company installed a new HVAC system. It did not properly work from the start, frequently giving alerts and then being in "waiting" status for hours. They said this is a high-voltage issue resulting from power irregularities. I did not accept this explanation. When the hot season started we had no cooling for many hours at a time. Finally last week the reason was found in a low voltage line. This initial installation error now needs to be corrected. They offer to do it for a payment of nearly $300. It is an installation error and the system anyway has a warranty of a year.Desired Settlement: The company should install the wire for free.

Business

Response:

Although replacing the existing control wiring in the

[redacted] residence was not in the scope of work in the original installation

contract, and the [redacted]'s would’ve paid $289 at that time to replace it had

it have been; Magic Touch will install

this wire at no charge in an effort to please Mr. [redacted].

A message was left on the [redacted]'s voice-mail this morning

to schedule this work.

I would like to make Mr. [redacted] aware that the

“communicating” nature of his [redacted] system was designed to send alerts to

[redacted] directly in order to detect problems and expedite a resolution.

As Mr. [redacted] refused to allow access to his network when

originally asked when the error codes first began, all that was left to do by Magic Touch technicians who went

out to troubleshoot the error codes many times (at no charge) was to "speculate"

the cause.

As we all witnessed, upon finally receiving permission to

access the network, [redacted] technicians were able to recommend a remedy very

quickly. Had we had this permission earlier, we could’ve not only resolved the

problem long ago, it would’ve prevented the many error alerts Mr. [redacted]

received.

It also would’ve prevented the many labor hours Magic Touch

technicians and administrative staff spent trying to determine what the causes

of the errors were.

Finally, it would’ve prevented a complaint on Magic Touch’s

Revdex.com record that will show publicly for the next three years.

Let the record reflect that although that complaint will

appear publicly whether or not Magic Touch replaces the wire at no cost, and

the fact that replacing the homes pre-existing

wiring was not covered by the original contract (making it not an item covered

by installation warranty); Magic Touch is replacing the wire at no cost to Mr.

[redacted] as an act of good faith.

Sincerely,

President

Magic Touch Mechanical, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it successfully does so, will consider this complaint resolved.

While I appreciate that this problem may finally be resolved I have to comment on the statements in the company's response. My expectation was that the company would only reuse the old wire if it had determined that it worked. I had to assume that this was the case and apparently the company thought so also. While the alerts I got asked for a check of the wire, the company never suspected this to be the problem and so did not check the wire. They kept stating both per telephone and during visits by a technician that it MUST come from fluctuations on the 220V power line. I did not get a request to give the company web access to the thermostat, it was deemed unnecessary by them, but I did set up forwarding of the alerts.

The problem was not resolved through the web access but by a technician being personally at the thermostat and communicating with a [redacted] technician by [redacted]. All this could have happened many months ago. I expected an apology by the company.

Regards,

Magic Touch Mechanical
Here's keeping my fingers crossed for "third time's a charm"! Thru NO fault of your company I've had to have service out to our home on multiple occasions, in all but one instance we have dealt with [redacted]. The technician ([redacted]) just left (again) and I wanted to inform you, if ever there is a way to have him cloned , you need to do so! Professional , polite, prompt, personable, very knowledgable and thorough. However unpleasant the situation was , due to our air not working correctly in this heat, it was made bearable dealing with such a courteous and attentive tech. It has been a pleasure knowing that we're dealing with such a competent individual. Thank you, and thank you [redacted]! Hope to Not see you soon. [redacted]