Magic Touch Mechanical

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

It's a rare occasion that I write a review online, in fact I think this is the second time I've done it in my lifetime, but I wanted the Revdex.com to know what a wonderful company this is. To say that they deserve their high ratings is an understatement.

I purchased a new air conditioner / furnace combo from them in July 2014 and within a month it stopped working (I have since learned it was a manufacturer problem not from any of Magic's work) and it was a serious problem. They worked for hours basically rebuilding the air conditioner unit (it had a bad coil unit). Everything worked fine until again last month when it stopped working again. Guess what, the same thing again. Unprompted by me, the owners at Magic took it upon themselves to request (they didn't say this but I'm guessing it was more like demand) a whole new air conditioner unit from the manufacturer, and they got it! This time instead of rebuilding the whole thing, they got me a brand spanking new one. That is what I call standing behind your product, something you don't see much of anymore. Just thought you all should know how well the companies you recommend deserve their high ratings. Thank you, E.F.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.#1, my original letter was mailed to the company in March, only after I filed officially with the Revdex.com, did the company respond, almost 2 months later.  His statement about responding the same day as receipt of my letter is absolutely false.#2, My records show I paid $99.00 for a Silver Maintenance plan, he is stating it was free, also not true.#3, There were obvious communication breakdowns between his employees, (ie: confusion about who, and when repairs would be done, prepayment arranged but techs not made aware etc).  I have been in customer service for 30 years, and I think I would know empathy if I saw it!  Mr. [redacted] said in his response he would personally look into this, but gives no real evidence he did.#4  If after using a product for 16 years and you find your customers should unequivocally purchase an extended warranty, one would deduce the product is UNRELIABLE.#5  I used the statement "I was sold" because it was a SALESMAN that come to my home offering products for SALE.  I was told there was a charge on 12/9, but when I complained, it was dismissed.  The costs of the new "feature [redacted]" plans  was not disclosed. My time is every bit as valuable.  Maybe his response to my letter got pushed so far down his priority list he had to write it after business hours.  I chose my words carefully as well.  I tried to omit emotions and stick to the facts, I did not dramatize anything (ie: his truck experience, time from family etc.)  I am still awaiting a response from the manufacturer.

Regards,

There is no new or different information in this response from the customer than what was originally responded to. I'm unsure if all of the files were forwarded to the customer from the Revdex.com, can you please verify? Included in the attachments we sent to the Revdex.com were pictures of the envelope and postmark dates showing her response was mailed the day after her letter was received...the pictures also showed three stickers from the USPS stating they attempted delivery three times and each was dated. All of the other points being RE-ADDRESSED in this reply from the customer (a month after) were responded to point by point already. It is unfortunate that this customer does not want to accept responsibility for the fact that she CHOSE not to purchase an extended warranty when one was offered on multiple occasions...and chooses instead to tarnish a good company's reputation in an effort to make us pay for that decision!Thank you for your time,[redacted]President Magic Touch Mechanical, Inc.

Mr. M[redacted],
 
Since the original complaint my AC unit is not working again and with the excessive heat I had to call out another company. (I tried calling you but got no response)  In addition to being shocked by your charges (I'm not just saying they seemed high but actually shocked) they found that the system was overloaded with freon which caused to too much pressure and snapped the shaft on the compressor.  So a "free" service call won't rectify the situation.  I now have to either have the compressor replaced and any leak repaired and new freon put in (which was still significantly less that the quote you had for just all new freon and leak repair) or have the unit replaced.  So at this point I would like to have you refund all the money I paid you including the energy audit payment.  Otherwise you would need to repair my unit for free or cover the cost of this other contractor's work.  Your technician ruined my system during record breaking heat.  We've been suffering greatly.  So let's work this through the Revdex.com or I'll have to take things another way.  And your bringing up some vague complaint on a [redacted] site against my company shows me what kind of person you are.  That was definitely out of line and inconsistent with Revdex.com practices.

Mr. [redacted],
The first sentence of your response is simply not true. After you filed a complaint with the Revdex.com and I responded, you did contact me directly, circumventing the Revdex.com. I have attached the time-stamped E-mail I received from my office with that message. I’ve also attached the time-stamped reply to you, only 90-minutes later.
In my reply I stated I would like to resolve this issue as soon as possible and requested you send a copy of the diagnosis you received so we could do just that. It was you who did not respond. I sent it to the same E-mail address you used to file your original complaint, the same one you responded to the Revdex.com with hours later (you did not submit the diagnosis to the Revdex.com either in your response).
This was my second attempt to offer a fair resolution, despite the fact that you didn’t go through the Revdex.com (the venue you chose to resolve this matter in the first place).
My company has maintained an excellent record for almost two decades because we do the right thing, and when we make a mistake we make it right. Unfortunately, there were several items that were substantiated as simply not true in your original statement, and now again in your follow-up response. I’ve submitted some of the documents that I have verifying what my employees have stated, but you have not.
My promise as a Revdex.com Accredited Business and frankly my own ethics, are to respond in a timely manner and attempt to work towards a fair resolution. I have made every attempt to do so. Unfortunately, it doesn’t appear your end goal is the same, so I have no choice but to wait and see what you “taking things another way” is. I wish things would’ve worked out differently. Thank you.
Sincerely,
Rich M[redacted], President - Magic Touch

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.

I have family staying with us for the holidays and our heater stopped working in the middle of the night. I called several other places and got answering machines. My neighbor gave me Magic's # and told me he will not use anybody else. When I heard an automated message telling me to press 1 for service I thought here we go again, but after pressing the option the operator "Candace" picked up right away. She was not with a message service but actually in the office and assured me they were indeed open. She was very professional and told me she could have someone here by noon. The man "Steve?" arrived at 11am and was also very professional. He discovered the heater fuse had gone bad and had the right size one with him, he replaced both of them to be safe and recommended I also have him install a surge protector to be safe (who knew they made surge protectors for heaters?) That made sense to me considering I use them on all my electronics that would cost a lot less then a new heater unit to replace. He worked quickly and we have heat again! Would I call them again? Let's put it this way, Magic's # is now in my phone.

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.

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]

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.#1, my original letter was mailed to the company in March, only after I filed officially with the Revdex.com, did the company respond, almost 2 months later.  His statement about responding the same day as receipt of my letter is absolutely false.#2, My records show I paid $99.00 for a Silver Maintenance plan, he is stating it was free, also not true.#3, There were obvious communication breakdowns between his employees, (ie: confusion about who, and when repairs would be done, prepayment arranged but techs not made aware etc).  I have been in customer service for 30 years, and I think I would know empathy if I saw it!  Mr. [redacted] said in his response he would personally look into this, but gives no real evidence he did.#4  If after using a product for 16 years and you find your customers should unequivocally purchase an extended warranty, one would deduce the product is UNRELIABLE.#5  I used the statement "I was sold" because it was a SALESMAN that come to my home offering products for SALE.  I was told there was a charge on 12/9, but when I complained, it was dismissed.  The costs of the new "feature [redacted]" plans  was not disclosed. My time is every bit as valuable.  Maybe his response to my letter got pushed so far down his priority list he had to write it after business hours.  I chose my words carefully as well.  I tried to omit emotions and stick to the facts, I did not dramatize anything (ie: his truck experience, time from family etc.)  I am still awaiting a response from the manufacturer.

Regards,

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.

Mr. [redacted],
The first sentence of your response is simply not true. After you filed a complaint with the Revdex.com and I responded, you did contact me directly, circumventing the Revdex.com. I have attached the time-stamped E-mail I received from my office with that message. I’ve also attached the time-stamped reply to you, only 90-minutes later.
In my reply I stated I would like to resolve this issue as soon as possible and requested you send a copy of the diagnosis you received so we could do just that. It was you who did not respond. I sent it to the same E-mail address you used to file your original complaint, the same one you responded to the Revdex.com with hours later (you did not submit the diagnosis to the Revdex.com either in your response).
This was my second attempt to offer a fair resolution, despite the fact that you didn’t go through the Revdex.com (the venue you chose to resolve this matter in the first place).
My company has maintained an excellent record for almost two decades because we do the right thing, and when we make a mistake we make it right. Unfortunately, there were several items that were substantiated as simply not true in your original statement, and now again in your follow-up response. I’ve submitted some of the documents that I have verifying what my employees have stated, but you have not.
My promise as a Revdex.com Accredited Business and frankly my own ethics, are to respond in a timely manner and attempt to work towards a fair resolution. I have made every attempt to do so. Unfortunately, it doesn’t appear your end goal is the same, so I have no choice but to wait and see what you “taking things another way” is. I wish things would’ve worked out differently. Thank you.
Sincerely,
Rich M[redacted], President - Magic Touch

There is no new or different information in this response from the customer than what was originally responded to. I'm unsure if all of the files were forwarded to the customer from the Revdex.com, can you please verify? Included in the attachments we sent to the Revdex.com were pictures of the envelope and postmark dates showing her response was mailed the day after her letter was received...the pictures also showed three stickers from the USPS stating they attempted delivery three times and each was dated. All of the other points being RE-ADDRESSED in this reply from the customer (a month after) were responded to point by point already. It is unfortunate that this customer does not want to accept responsibility for the fact that she CHOSE not to purchase an extended warranty when one was offered on multiple occasions...and chooses instead to tarnish a good company's reputation in an effort to make us pay for that decision!Thank you for your time,[redacted]President Magic Touch Mechanical, Inc.

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.

I use Magic Touch AC to service our home cooling and heating each summer and winter. I appreciate that they are always here when they say they will be and don't always try to sell upgrades like others I used in previous years. Everyone is courteous and professional.

Mr. M[redacted],
 
Since the original complaint my AC unit is not working again and with the excessive heat I had to call out another company. (I tried calling you but got no response)  In addition to being shocked by your charges (I'm not just saying they seemed high but actually shocked) they found that the system was overloaded with freon which caused to too much pressure and snapped the shaft on the compressor.  So a "free" service call won't rectify the situation.  I now have to either have the compressor replaced and any leak repaired and new freon put in (which was still significantly less that the quote you had for just all new freon and leak repair) or have the unit replaced.  So at this point I would like to have you refund all the money I paid you including the energy audit payment.  Otherwise you would need to repair my unit for free or cover the cost of this other contractor's work.  Your technician ruined my system during record breaking heat.  We've been suffering greatly.  So let's work this through the Revdex.com or I'll have to take things another way.  And your bringing up some vague complaint on a [redacted] site against my company shows me what kind of person you are.  That was definitely out of line and inconsistent with Revdex.com practices.

03.27.14 [redacted] ** [redacted] 

[redacted] ** [redacted]  Dear [redacted]: Subject: Reply to your rece...⇄ “I also purchased a Silver Maintenance Plan for $99.00” | I have�...⇄ “6/13 the system quit cooling…staff suggested I purchase a Gold Pl...⇄ “[redacted] said that the salesmen should insist customers purchase a...⇄ “I feel that I was sold a system and equipment that is of poor q...⇄ “For those reasons I didn’t believe it was necessary to purchase ...⇄ “…additional repair 12/13…not included in the service records…rep...⇄ was not billed for 12/13 repair as it was a result of an oversight�...⇄ “I would like to be compensated for these extra-ordinary repair cost...⇄ but we have not done you wrong in any manner and therefore cannot b...⇄  I have enclosed a copy of our new maintenance plans (your current ...⇄

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,[redacted]