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.

Hello,
My name is Rich M[redacted] and I am one of the owners of Magic Touch. Let me start by saying that I have reviewed the documents, spoken with the service technician, energy auditor,and all of the...

people you have spoken with by phone. I have also attached some of the pertinent documents as well as screen shots of what the technician keyed into the system,to demonstrate complete transparency.Before going more in depth I would like to state that I would be happy to offer a free service call the next time you need service (regularly $75), in an effort to show that we do value your business and that we are sorry for any miscommunication or misunderstanding that caused you any inconvenience.In listening to the phone conversations, I agree the exchange could’ve been more cordial by both parties, however did identify some statements made that do not match those written in your complaint. Specifically, at one point in the conversation between yourself and Michele (who is indeed an owner of the business), she stated: “The technician keyed in that he added 4lbs. of refrigerant”. I have attached a screenshot which shows what she was looking at. Since your concern was you; “hoped it would take less than the 4lbs that he estimated and that my charge would be less.” As you can see, it was indeed 4lbs added. I also verified this by checking the technician’s refrigerant logs. In fact, according to the refrigerant log, the technician used almost 5lbs. You were not charged for 5lbs BECAUSE of our flat race pricing model. We stuck to the amount agreed upon and approved by your wife.In reviewing the invoice (also attached), I noted the pre-approved option your wife marked to accept, (prior to the commencement of work), was indeed a flat rate. This worked in your favor as had we been a time plus materials company, your total would’ve been higher as your system took more refrigerant than the technician anticipated.The reason the technician recommended completely pumping down the system, performing a leak search and repairing the leak (the option your wife marked decline), is there is noway for a technician to know how slow or fast a leak is, or if there is more than one. As you can see on both the front and back of your invoice, we specifically inform all of our clients:“IF YOUR SYSTEM WAS LOW ON REFRIGERANT, THERE ARE SOME THINGS YOU NEED TO  KNOW.” (which is then elaborated on with three paragraphs of information). We do this so you can make an educated decision as to how you would like to proceed. On 5/13 we spent several hours at your home conducting a comprehensive home energy audit. On 5/21 we returned with a 20-page report. Our first recommendation was to replace your air conditioning systems. Your AC Systems are 20 years old. Also on the back of your invoice in large bold print it states, “IF YOUR SYSTEM IS OVER 10 YEARS OLD, THERE ARESOME THINGS YOU NEED TO KNOW.” This is also followed by two paragraphs of information in an effort to give you the information needed to make an informed decision.I put all of this information on our paperwork in an effort to be as transparent as possible with our clients and allow them to make a wise decision when it comes to repairing or replacing their equipment. In your case, both of these sections are very applicable. All we can do is give you the information.In closing, you have mentioned to two of my coworkers that you were “in the service business”. I took the time to look up your service business and noted the very first [redacted] review was a customer complaint where your customer says he “was hung up on” by an officer of the business and your family member. Having been in the service industry forgoing on three decades and owning this company going on two decades, I understand there are two sides to every story and frankly there can be misunderstandings and miscommunication. I’m sure you do your best to provide excellent service, as do we. Please understand we have only tried to do our best by you since our first encounter and will continue to do so. I hope you will take my offer of a free service call as a gesture of good will and extension of the olive branch.Sincerely,
Rich M[redacted]
President

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”.

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

I received quotes from 4 ac companies with A or better Revdex.com ratings and angie's list ratings to replace my aging unit. They were not the cheapest of the 4 but their price was quite a bit less than the most expensive quote I got for the same ac unit. They were able to work around my work schedule and do the replacement on the day I requested. The workers took great care in making sure to keep their work area clean and put down drop cloths to protect my wood floors. I went with the seer 16 lenox and am impressed with how well it cools and relatively low noise level. I will recommend magic touch to anyone in need of replacing their ac unit.

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'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.

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,

Please see attached PDF for response.

Thank you!

 

Sincerely, [redacted]

President

Magic Touch Mechanical, Inc.