Mariners Bay Inn

Regarding this message: 1) As I tried to explain, I have a bill for $for work that she says was not completedI was attempting to clarify if the repair was made, and if, as she says, it was not, then why was I billed for the repairSince there is still a problem with the furnace, I just needed this discrepancy clarifiedDuring the service Randy explained to me where he made the repair and how it was done.2) I have a receipt for a tudated 1/24/which would fulfill my obligation for one tuper year3)This discussion about payment took place after Randy went to his truck after the service was completed and he came back with the billAt no time did he counter the statement on the bill that he had made the repair.4) If the repair was not completed, why was I not informed of this.Thank you, [redacted] ***

I have to say that this person that responded to the complaint was not in my home and did not hear the conversation that my husband and I had with their rep We are not disputing the work I will say that it was done well but not fantastic We did have a lot to clean up after the job but that is not my complaint We are complaining about the initial meeting with their rep that we feel we were pressured into making a decision rigth then and there and several items that I mentioned in my initial complaint were told to us over and over again that we feel we were lied too I do not understand how this company that is stationed in Carnegie and they do not know the rules for Carnegie Boro and Allegheny county permits I would think that they should know this and we were told that the quote included the cost of the permits The rep also said over and over again that they have priority status with the gas company and the person that answered the complaint said that they wouldn't say that WELL HE DID I think that they need to retrain this rep He totally gave Wahl a bad name in my book Also, he may have be given quotes, he did not provide a third quote to us I STAND BY MY INITIAL COMPLAINT that it is the truth My husband and I both heard him tell us over and over again all the points that I mentioned and I confirmed them with him and he CONFIRMED everyone one of my initial points The job was big but not that big My home is not that big This job was only supposed to cost $but with all the interest, until it is paid we will be paying over $10,for a job that we were told should have only cost about $total Please advise if you need anything else clarified Thank you

Mr [redacted] again I apologize for the confusion You have not been billed for anything We are a COD company that does not bill for work completed The original $trip and diagnostic charge should have been paid that day upon completion of the diagnosis As I said, we can wipe that invoice clean and start over with a new trip and diagnostic charge of $124, and send a new technician to review the diagnosis, and re-present your options for repairs If the findings are the same, the repair price will be the same Certainly if he finds a new reason for failure and an internal component if the reason for failure the warranty would cover the part and the labor to put it in.I would very much like to assist you by setting up an appointment for you this evening Please call me directly at [redacted] Thank You, Jennifer W***General Manager

It's unfortunate that we weren't able to communicate the value of the work that we provided for this customer. This was a difficult job that was professionally executed and the finished product was fantastic. That being said we have attached the contract, waiver of the 3-day right to... cancel, and the financing approval form complete with terms for interest clearly indicated on the paper work. We've addressed each of their complaints below the statements that they made, in red, so that we were sure to answer each concern as clearly as possible. We'd be happy to discuss this situation in greater detail with the customer. Customer’s Statement of the Problem: In January the gas company red tagged my home along with another home due to a neighbor calling in since she smelled gas. The gas company told us that we needed to contact a plumber to see what the issue is and to get it fixed before they could turn our gas back on. We contacted a couple of vendors and Wahl heating responded the quickest. Yes, they were friendly on the phone and offered to bring us heaters to heat our home. They did come by quickly to discuss the issue and what needed to be done. We were happy to be there for you in such a stressful situation. They provided us 2 quotes, 1 with 2 services (fix the old lines and to fix the pipe from our furnace to the roof (0ver $10,000) the other was those 2 services plus replacing our water heater (over $13,000). The tag from the gas company (attached) listed that they found gas leaks in the service line and the houseline. During the inspection of the gas appliances we noted that the water heater was past its life expectancy and noted some concerns about the current venting. We discussed the possibility of replacing the water heater and installing a chimney liner (for the water heater and boiler) or replacing the water heater with a power vent (which would mean a chimney liner would be needed for the boiler). We provide the following options with pricing: The first price was to replace the outside gas line. The initial price was provided at $4622.74 at 7.9% APR or if you chose not to use our financing we offered a contractor’s rebate of $4,321. The second option was to replace the whole-house gas line inside from the meter to each of the seven gas appliances inside of the home. We offered this work at a discount if it was purchased at the same time as the outside gas line. We showed that separate from the outside gas line the price would be $6598 at 7.9% APR or $6382 contractor’s rebate. However if you decided to get them done at the same time we offered a discount to $5697 at 7.9% APR or $5106 contractor’s rebate. The third option was for the houseline to each of the seven appliances and for the replacement of the existing water heater with a power vent model that would vent directly outside bypassing the chimney for $9157 at 7.9% APR, or $8476 contractor’s rebate. Total for everything option 1 and 2 included the service line (outside) and the houseline (inside) with lines to 7 appliances for the total price of $10,319.74 at 7.9% APR, or $9427 contractor’s rebate. Or to do option 1 (outside)( and option 3 (inside gas lines with power vent water heater) totaled $13,779.74 at 7.9% or $12,797 contractor’s rebate. My husband and I stated we thought that was more than we could afford. The service tech went back to the van and came back that he could lower the 1st option of over $10,000 to $8,500. We said that we did not want the second option since there was nothing wrong with our water tank. He stated that the 1st offer, they could start the job the next day and that he recommends the pipe to the roof needed replaced. We spoke to him a little more (he didn't seem to want to take no for an answer). I said that I wanted to call a couple of other places and we finally gave in because he was stressing us out. Below are some of the items that were told but we did not get with the quote of $8500. We did not get the roof done as we were told. The technician made a call to me (General Manager) requesting a decrease to the price in order to help fit the scope of work into your budget. The new prices includes quote only the inside and outside gas line for the price of $9346.77 at 7.9% or $8346 contractor’s rebate. After some negotiating we agreed to drop the finance price down to $8,500 at 7.9% APR for the inside and outside gas line as listed on the attached contract. The total reduced price of the work was $4,297. During the negotiation process to help the customer get to where they wanted to be price wise we dropped the water heater and chimney liner. I apologize if there was any confusion regarding the chimney liner however we clearly stated our scope of work on the contract that you signed and there is no mention of the discounted price including a chimney liner. When they finished the lines and left, I contacted them to find out why they did not do the roof and they told us that the first quote now did not cover the roof. There is no mention on the contract of the chimney as it was not included when we reduced the price by $4,297. 1) We were told they would start the next day. After we signed the contract, he told us that they can not start until the day after. We apologize if we set any expectations that we were unable to meet. This was a major gas line renovation that required excavation and our cooperation with PA 1 Call. They must come out and mark the ground so that we avoid hitting any other pipes or lines during the excavation process. 2) They applied for a loan for us and we were told that the finance charges were included in the quote. We have been charged an extra $100 + in interest so far. The interest rate was clearly labelled on as 7.9% APR (interest) on every piece of paper from the up-front pricing to the contract to the approval form that we had signed for Wells Fargo giving us permission to charge them for the work. If the interest was included in the quote it would have been listed as 0% APR. 3) We were told that they needed permits from our borough and the county. The price included in the total. We asked to see them and were told that they do not have to provide us and that they were at the office. I contacted both the borough and the county and they both told me that permits are not needed The price included permits with the borough and/or county if they were needed. We do not check with individual counties or boroughs to find out whether or not permits are required when quoting the jobs but rather before we begin the work as that would take a lot of extra time that we don’t invest before we know whether or not we have the job. If they had required a permit you would not have been charged extra. *If the water heater option had been chose we would have been required to pull a permit for the county health department. Lastly, while permits specifically may not have been needed we were required to work closely with PA 1 Call and the gas company for this job. While we don’t specifically call the fees associated with these services “permits” there is a good bit of overhead involved. . 4) We were told that they would provide a complete itemized statement, we never received one. Our pricing is provided flat-rate, up-front. We do not itemize the bill however we did provide the pricing separated into inside and outside gas line. Inside gas line to 7 appliances: $4850 That included flexible gasline (Gastight)- 7 appliance manifold, #14 ½” gas cs, #7 ½” nipples, floor flange, 150’ of ½” gastite, 50’ of 1” gastite, 1” ends, ½” ends, and two days of installation. The outdoor gas line was $3,650 and included excavation and replacing the gas line from the curb box to the house, wall sleeve, backfill to construction grade. Of the $8500 total we paid 7% ($595) to Wells Fargo for allowing you to use their 7.9% APR financing. 5) We were told that they have "priority status" with the gas company which means when they call the gas company to advise them that the job is done the gas company will be out ASAP. They did not come until the next day. I did contact the gas company and they said that they do not have any priority status with any vendors. Again there seems to be some confusion although the goal is the same. We report it as a gas emergency to the gas company so that they restore service ASAP. We do not claim to have “priority status” above anyone else nor did we represent it in that fashion. 6) We were told that they price was high since it will take atleast 4 days. The job took 2 days (not full days). This we were OK with the 2 days since it was winter. We do not consider the price of this job to be high but we do consider it to be fair. During the winter months we realize the risk to the health and safety of our customers and their properly and we go above and beyond to get our customers heat, hot water, and their stoves back up and running. We typically run two man crews. If we had done that in this case the job would have easily taken every bit of four days. However due to the inclimate weather and the urgency of the situation we had two crews (4 men) on the inside job both days to complete the work and get your heat on for you as quickly as possible. In addition to the inside crews we also had a third crew working outside on the excavation. 7) We called the company 3 times and complained and we were told that they will have the GM contact us. The first day of the installation our plumbing manager was on site directing the crews. You asked about the chimney liner. He called me and the technician who sold you the work to review the work type and then reported back to you that the chimney liner was not included. He referred you to the contract where there is no mention of a liner. Aside from the first day of the installation, there is no record of any phone calls made into the office to discuss anything. We never received a call back. 8) We contacted another plumber and they said that we were totally over charged for the small job that we had. They said it should have cost us over $5000. This was not a small or easy job by ANY means. The outside excavation was dangerously close to the street and inside there were 6-7 appliances because of the wall mounted heaters located in several areas around the home. Most homes have 2 – 3 appliances. Had this job been in a standard home with less appliances the price would have been closer to what this other plumber had quoted. That being said we feel confident that the scope of work matched the price. We were totally suckered in by Wahl and I would never use them or recommend them. We feel that we were pressured into using them and after we signed the contract they switched and changed services originally stated. I even went over all the services with them to confirm, which they verbally agreed too as well, prior to signing the contract. This is 100% untrue. The scope of work that we agreed to is clearly listed on the contract. It is our policy to put everything in writing to avoid exactly these circumstances. The original price before discount is the only thing that is changed when we reduced the price down to the $8,500 but also allowed them to finance the job at the 7.9% interest. If the customer had any questions about the work the time to do it was prior to signing the contract and asking us to get started before the 3-days. We followed all of the Consumer Protection laws and we did our best to not only communicate clearly but to provide professional workmanship in a timely manner. Please note - all of the new gasis covered by a 3-year complete warranty which means that if they have any leaks or problems we will come back and fix it at no additional charge.

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. Regards, [redacted] ***This note was also sent to Wahl customer service for their input.I received the note today from the manager saying she would like to wipe the slate clean and begin all over. The problem does not revolve around payment, I freely admit that I did not pay for the repair, the misunderstanding concerns whether the repair was made or not. I would be willing to again present my billing statement to a third party for a decision since it clearly states the repair was made and is signed by both the technician and me. The manager insists the repair was not made. Before I proceed I need this point clarified. This is important as it concerns future alleged repairsI do not wish to deal with Ms. W [redacted] as I am wary of her skills in handling this situation and the variety of mistakes she has made during this interaction and the number of discrepancies that have emerged. I became especially cautious when she mentioned that perhaps there may be another reason for the problem. This service call has become a problem primarily because of poor customer service. I would have instantly paid the bill if I understood the situation. My history of payments would reflect this statement. It has blown out of control by an overly aggressive concern about a mere $124.00. Respectfully: [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am still waiting for the insurance adjuster to give the final estimates for the settlements, as well as hired a contracting company to fix the damages and work with the adjuster to make sure the reimbursement will cover the repairs Regards, [redacted]

***,We completely empathize with your situation and apologize for the delay in providing the complete restoration for the floor in the laundry room. As you know from our prompt response time for the initial emergency visit and subsequent visit and phone calls after the fact, we absolutely
want the floor to be restored to it's original condition. Typically the professional restoration company that we sent out the day of the incident is able to provide all of the clean up and restoration services quickly and effectively. This is the first time that we've been let down by their response time and willingness to provide the work order that our customer needs. After we found out the they would not fully cover the replacement of the floor unless you chose a new design from their vendor we moved forward with offering to pay for the material from the company of your choice but with their company's installation. We were unable to get the response that we'd hoped for from them, which in turn has delayed the restoration date. Moving forward our Plumbing manager is working you and our insurance company to move forward with replacing the floor to it's original condition through the company of your choice. We apologize for the delays and will be reviewing our resources for incidents that require clean up and/or restoration in the future. Please feel free to contact myself, or David with any additional follow up information

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Wahl provides all pricing up-front, flat rate, in writing, and we are COD. In order for him to have completed the work, he would have had to have confirmation from you in writing that you agreed to the price of the cleaning on top of the trip/diagnostic charge. As you said, you never agreed to pay for the repair. Therefore he never completed any repairs. The $is for the Sunday trip and diagnostic charge. We are a COD company which means that the $was due at the time of the appointment. That fee covers the cost of the technician coming to your home to diagnose the problem and to provide you with pricing on repair options. All repairs, cleanings, adjustments, etcare an additional charge. As we discussed when you called in, the technician wrote up a Recommendation sheet listing the cost for him to unclog the condensate drain. That was an additional charge. He informed me (on Sunday while he was at your home) that you refused to pay the $trip/diagnostic charge or for the condensate trap cleaning.We are willing to come back for the price of the original trip/diagnostic charge to review our findings. If we agree with the first technician then we would present the price of the cleaning for you to review again.As I said in my first response, we cannot come back to review his findings until we are paid for the original trip/diagnostic. I am willing to take the payment with a credit card over the phone and then dispatch a technician

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response is what I expectedInstead of refuting the numerous misstatements in their response, I will not participate in a futile “he said she said” battleI did not expect the company to take responsibilitySo I don’t care about being refundedI know I was pressured and intimidatedAnd I’m glad I did not do business with themMy point of filing this complaint is to make people aware that they should trust their instincts and get second opinions.
Regards,
*** ***

On 11/15/we returned to Mr***'s home to re-evaluate his system. We reported that we could take care of the issue with a furnace tune-up, which he purchased as part of our Preferred Customer Program. He indicated to the technicians on site that he was satisfied with our visit and the resolution to his complaint. I believe that if you speak with Mr*** that he will confirm his satisfaction. We are scheduled to return for two future tune-ups as part of his Preferred Customer membership.Please let us know if you have any additional questions, comments, or concerns. Thank You,Jennifer W***General Manager

Manager’s statement:I spoke to the technician and called Mr*** back to report that, as I had already explained, the repair was not approved nor was it completed. Mr*** continued to argue. He is adamant that the technician completed a repair. This is the statement made by the manager at Wahl Heating, JenniferI have enclosed the bill for the repair on Sunday, complete with an explanation of the work done, a description of the work, and the prices chargedAt the bottom of the page is Randy’s signature stating that the work was completed, and my signature. During the repair, I went downstairs to check his progressI asked him to point out where the repair was made and how he did itHe explained it to me in detailWhen he finished I asked if he was sure he fixed it and he replied, “Yes, I checked it several times.”Yet she still insists that the work was not doneJennifer should have a copy of this bill, as I do.I am entitled to a clarification of this discrepancy in their statements, which is all I asked for before she hung up on me. Manager’s statement: I reviewed the terms/conditions of his warranty, which states that he is responsible for one tuper year, per piece of equipment. He did not have his AC tucompleted in which means that we haven't cleaned the trap since our visit 8/2016. I explained that this is likely the reason that it is now clogged.… if he pays an additional $for the fall tuthat is due, and for the summer tudue no later than 5/2018. Manager Jennifer states that my last furnace tuwas performed on 8/20/My records state that the tushe refers to was actually performed on 7/6/and is noted on the Wahl service record posted on my furnace and initialed by SG. Enclosed please find a copy of my furnace tudated 1/24/and signed by ChuckThis also appears on the service record posted on my furnace and signed by ChuckI presume that should satisfy the terms/conditions of my warranty agreement for 2017. If I have access to all these records, why doesn’t Jennifer, which also begs the question: Are all their records this incorrect? Following this incident and reading her statement, I reviewed my Extended Warranty AgreementIt states in the “what is covered” section: “Preventative maintenance is required on an annual basis to maintain warranty.” Nowhere does it say on my agreement “per piece of equipment.” I would then like to know that why, “under terms of the warranty,” I have been paying for two tune-ups when compliance states one per yearAgain I have my warranty in front of me. Concerning customer service, Jennifer still has not replied to my question that if there was a problem with a customer why she, as a manager, made no attempt to contact me to resolve the issueIn addition, if, as she states the repair was not made, why was I not notified that the work had not been done. That should apply under customer service. This lack of organized files, differences in employee statements, lack of professional behavior, and discrepancies in what she states is in the warranty and what I have written in my agreement is the reason I reject this business responseFor me, it begins to point to a lack of integrity

HelloOur technician responded to Mr***'s call for "no heat" Sunday, October 29th. Prior to the visit our technician quoted a trip/diagnostic fee of $plus the cost of any repairs. Mr*** approved the trip and diagnostic and our technician went to his home. During the
visit the technician found a clogged condensate trap. Per our procedures our technician quoted the repair cost of $Standard. Mr*** said that he thought his extended warranty should cover the cost of the repairs. The technician referred the customer to the Extended Warranty terms and conditions in which it's stated that only internal components are covered. The condensate trap is not an internal component and is clogged as a result of lack of maintenance. The customer became upset and argumentative and refused to pay for the trip/diagnostic or the repair fee. Since the repair was not approved, our technician did not complete the work.Today I spoke to Mr*** today, 10/30/17, at 10:am. He called to report having no heat after being under the impression that our technician fixed the furnace yesterday. We reviewed the technician's findings and the repair that was quoted. Mr*** acknowledged that he didn't pay for the trip/diagnostic or the repair but said that the technician told him that the repair was completed. I spoke to the technician and called Mr*** back to report that, as I had already explained, the repair was not approved nor was it completed. Mr*** continued to argue. He is adamant that the technician completed a repair. I explained that if the technician did the work, the money would have have to have been paid. (If he had paid for the repair and continued not to have heat we would send a technician today at no additional charge to review the work we completed.)Finally, after going round and round I offered to start at the beginning, fresh, with his call today. I reviewed the terms/conditions of his warranty, which states that he is responsible for one tuper year, per piece of equipment. He did not have his AC tucompleted in which means that we haven't cleaned the trap since our visit 8/2016. I explained that this is likely the reason that it is now clogged. I offered to send a technician today for the original $trip and diagnostic fee, plus the cleaning for $144. I also reminded Mr*** that he should get his tubetween now and 1/in order to keep his warranty active. He continued to argue. I offered again and again to send technician for the cost of the trip/diagnostic and the repair fee. He never agreed and kept hollering until I disconnected the call. We would be happy to send a service technician today for the cost of the original trip/diagnostic fee - $124, and the cost of the repair $144. Mr*** can save $off of the trip/diagnostic and get the Value rate of $124, and be sure to have his continued warranty coverage on internal components if he pays an additional $for the fall tuthat is due, and for the summer tudue no later than 5/2018. His total investment price for the call, the repair, and two tune-ups would be $391. Or without the Maintenance Agreement, it would be $and he could add the tune-ups later.Once the trip/diagnostic and repair fees are made we would then be able to warranty our work

When a customer calls in for service it is our goal to first identify the reason for the failure or issue, second to provide a thorough evaluation of the complete system, and third to provide options from basic repairs that will solve the immediate problem. In order to help our customers make
an informed decision we also provide renovation and/or replacement options that can help them determine which course of action they most prefer. Each option in presented with an up-front, flat rate, for the customers consideration. In situations where customers may disagree with the pricing and/or options that we're presenting they may then chose not to move forward with any of our suggested options.In this situation our technician provided a thorough evaluation as well as both repair and replacement estimates during the visit fulfilling our end of the contractual agreement for the $99.Aron responded to this "no heat" call on 1/5/at 12:pm. When he arrived he found the year old furnace to be filled with water and in "soft lock out" due to the open pressure switch. He re-set the furnace and it ran for several minutes but the condensation from the secondary heat exchanger would not drain. He found pieces of a wasp nest inside of the secondary heat exchanger. Additionally he identified a leak in the flue pipe and the condensate trap in need of a cleaning. He noted that the water heater showed signs of spillage and back draft. When he checked the draft diverter he found 3-parts per million of carbon monoxide due to improper venting.Our immediate recommendations were:1. To remove the inducer motor and secondary cover to clean out the wasp nest, and re-assemble for $1284. *We did not offer a lesser recommendation of flushing the heat exchanger because of the likelihood that it will clog back up if not disassembled and cleaned. 2. clean the condensate trap for $144.3. Repair leak in the flue pipe by replacing elbows $4184. Installing a 4" - 25' chimney liner to correct the issue with the back-drafting water heater - $21755. Due to the age of the furnace (which at years old is out of manufacturer's warranty), the condition of the unit, and the cost of the repairs, we recommended replacement.We provided the customer with replacement options. The first option was to replace the furnace (with new flue pipe, updated gas line, drain line, duct work modifications, and a year warranty) complete with 0% financing for or at a cash/ck, or credit card price with the contractor's rebate. We also priced out a a full system that included a new water heater with a chimney liner to resolve the venting issue, and a new air conditioner, coil, line-set, duct work, etcfor as much as with 0% APR financing or as low as at the contractor's rebate price. Third: we priced out a furnace and air conditioner system without the water heater. 4th - we priced out a system that included a power vent water heater that bypassed the chimney (eliminating the need for a chimney liner) and also included the furnace, a/c, coil, and miscmaterial. As the customer said, her neighbor got involved and put an abrupt end to the call saying that he would take the furnace apart himself. I can't speak to the qualifications of the neighbor but I can say for certain that our technicians would be able to provide any of the repair or replacement options in a safe and professional manner and that their workmanship would be to local and state code or better. Prior to leaving the home our technician wrote up a Waiver of Responsibility that stated that he found unsafe conditions in the home - specifically parts per million of carbon monoxide coming from the water heater into the home, and a leak in the flue pipe. This waiver states that we have deemed the appliance(s) unsafe and it/they should not be used until the issue(s) have been resolved. In the event that the customer choose to use the appliance anyways, or to fix it themselvesthey agree not to hold Wahl responsible for whatever occurs next. Aron left the home at 3:pm. The $covered his drive to the home, the three hours that he spend performing his inspection, and the options and explanations that he provided. This fee was not set up to be refunded in the event that a customer dislikes the information or pricing provided

I spoke to Mr. [redacted] on Thursday, 8/10/17, regarding his complaint.  After review we determined that there was miscommunication regarding the pricing and what Mr. [redacted] has approved versus what the technician believed he had approved.  Mr. [redacted] had approved a snake, the technician...

ran the camera without the snake.  We found that in this situation we should have done more to clearly communicate all of the options and pricing prior to moving forward with the diagnostics and determined that Mr. [redacted] was due a credit back to his account for the full amount.  This situation was unfortunate which is why moving forward we have changed the way that we will provide quotes to property owners who cannot be on site during the diagnostics.  From this point forward everything will be provided in writing via email for the presentation of the options.  This will allow our customers to get a more complete idea of the situation in order to make the most informed decision.  If they decide to move forward with additional tests and/or repairs they'll provide their understanding/approval through electronic signatures on our paper work giving us permission to move forward.Mr. [redacted] had 3 separate companies and 3 different diagnostics on the same issue/property.  We aren't sure why we came up with different findings than the other 2 companies which is why we've made immediate changes to our policies and procedures regarding opening/snaking/clearing drains.  We apologized to Mr. [redacted] for the negative experience, refunded the total amount of the invoice, and took steps to ensure that this will not happen again with any other customers.  We ask only that Mr. [redacted] add to the complaint that he wrote on social media if/when we've resolved his concerns to his satisfaction that we've done so.

Regarding this message: 1) As I tried to explain, I have a bill for $124.00 for work that she says was not completed. I was attempting to clarify if the repair was made, and if, as she says, it was not, then why was I billed for the repair. Since there is still a problem with the furnace, I just needed this discrepancy clarified. During the service Randy explained to me where he made the repair and how it was done.2) I have a receipt for a tune-up dated 1/24/2017 which would fulfill my obligation for one tune-up per year. 3)This discussion about payment took place after Randy went to his truck after the service was completed and he came back with the bill. At no time did he counter the statement on the bill that he had made the repair.4) If the repair was not completed, why was I not informed of this.Thank you,[redacted].

Mr. [redacted] again I apologize for the confusion.  You have not been billed for anything.  We are a COD company that does not bill for work completed.  The original $124 trip and diagnostic charge should have been paid that day upon completion of the diagnosis.  As I said, we can wipe that invoice clean and start over with a new trip and diagnostic charge of $124, and send a new technician to review the diagnosis, and re-present your options for repairs.  If the findings are the same, the repair price will be the same.  Certainly if he finds a new reason for failure and an internal component if the reason for failure the warranty would cover the part and the labor to put it in.I would very much like to assist you by setting up an appointment for you this evening.  Please call me directly at [redacted]. Thank You, Jennifer W[redacted]General Manager

I have to say that this person that responded to the complaint was not in my home and did not hear the conversation that my husband and I had with their rep.  We are not disputing the work.  I will say that it was done well but not fantastic.  We did have a lot to clean up after the job but that is not my complaint.  We are complaining about the initial meeting with their rep that we feel we were pressured into making a decision rigth then and there and several items that I mentioned in my initial complaint were told to us over and over again that we feel we were lied too.  I do not understand how this company that is stationed in Carnegie and they do not know the rules for Carnegie Boro and Allegheny county permits.  I would think that they should know this and we were told that the quote included the cost of the permits.  The rep also said over and over again that they have priority status with the gas company and the person that answered the complaint said that they wouldn't say that.  WELL HE DID.  I think that they need to retrain this rep.  He totally gave Wahl a bad name in my book.  Also, he may have be given 3 quotes, he did not provide a third quote to us.  I STAND BY MY INITIAL COMPLAINT that it is the truth.  My husband and I both heard him tell us over and over again all the points that I mentioned and I confirmed them with him and he CONFIRMED everyone one of my initial points.  The job was big but not that big.  My home is not that big.  This job was only supposed to cost $8500 but with all the interest, until it is paid we will be paying over $10,000 for a job that we were told should have only cost about $5000 total.   Please advise if you need anything else clarified.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]This note was also sent to Wahl customer service for their input.I received the note today from the manager saying she would like to wipe the slate clean and begin all over. The problem does not revolve around payment, I freely admit that I did not pay for the repair, the misunderstanding concerns whether the repair was made or not.  I would be willing to again present my billing statement to a third party for a decision since it clearly states the repair was made and is signed by both the technician and me. The manager insists the repair was not made. Before I proceed I need this point clarified. This is important as it concerns future alleged repairsI do not wish to deal with Ms. W[redacted] as I am wary of her skills in handling this situation and the variety of mistakes she has made during this interaction and the number of discrepancies that have emerged. I became especially cautious when she mentioned that perhaps there may be another reason for the problem. This service call has become a problem primarily because of poor customer service. I would have instantly paid the bill if I understood the situation. My history of payments would reflect this statement. It has blown out of control by an overly aggressive concern about a mere $124.00. Respectfully: [redacted]