Customer was incorrect - we made only three (3) visits to his home, which the first two times, he was not at the locationThe first service call was on 8/5/The technician went to the site and found that the compressor would not startHe determined that the capacitor was badHe called [redacted] at tech support from the site to verify that the process of the testing to determine the failure of the capacitor was correct [redacted] agreedThe capacitor was orderedOn 8/7/14, the same technician went back to install the capacitor, Once installed, the compressor was working Throughout this work process, our communication was with the customer’s wife only, The next day, we received a phone call from the customer, who was very unhappy on the phone, that the heater was not working He spoke with our operations manager and the manager said that he would send the technician back to explain everything that was done on site for which the customer would not be charged The technician then made arrangements to meet the customer at homeWhen he arrived at the home, the homeowner wanted to call tech support, which they did and got a woman from tech support on the phone, She diagnosed that it could be the float Switch and that it should be replacedThe customer disregarded her findings and wanted to wait to speak with [redacted] from supportIt was left with the technician, because [redacted] was not available that night, that the customer would call the next day and whatever part they deemed necessary, would be ordered and the customer would call us to install The operations manager spoke with the customer today (9/23/14), in reference to a phone message that was left on 9/18/14, when the operations manager was out of the office When the manager called the customer, the technician that was on site was there so that there would be no miscommunicationThe customer stated he had another company in there and was that the work we performed was incorrect and the customer wants all of his money backThe operations manager tried to explain to the customer, he would not hear of it and at that point, the conversation was made unpleasant by the customer with threats and then he hung up As of today, the homeowner has paid for the first service call fof $We have not received payment for the second service call on 8/7/14, for $The third service call was a courtesy call to try and satisfy the customer at no chargeWe feel we provided service, went through the proper steps along with tech support and in conjunction with them, arrived at the same conclusionWe feel that the unpaid balance for the second service call for material and labor to install the capacitor should be paid in full In closing, I feel that this customer is being unrealistic in his claims of the amount of visits to his home, the conversation he had with the manager and the facts of the conversation he had with the managerWe would appreciate no more correspondence with him as he has sent an escalating e-mail to us after placing his complaint with Revdex.com
The first service call, 2/11/15, was at the hourly rate of $and the issue was no heat When we got there, there were two issues: [redacted] piping was used on a heat system and was located in the outside wall, making it hard to thaw out Typically, you have to bring the room up to temperature with another means of heat to thaw out that type of piping Also, there was no hot water and the technician had to replace the mixing valve and relief valve The work was done and the system was up and running Due to the heat piping being [redacted] in type, the customer agreed to put a space heater in the room to thaw out the tubing All this information was written on the customer's work order that was signed by the homeowner upon completionThe second service call, 5/12/15, was for a backed up drain in the basement When the technician arrived, the washing machine drain was backing up The technician then ran a drain cleaning machine down the drain, cleared the obstruction, then tested by running the water for fifteen minutes with no back up The technician did recommend that the washing machine line be video inspected to make sure the line is clear of obstruction and explained that the washing machine drain is not legal, that there is an improper vent on the fixture All of this information was written on the work order and then was also signed, again, by the homeowner upon completion.Our rates and charges are quoted as is the travel time on every service call prior to dispatching a technician The homeowner lives in Durham, Maine and he must take that into consideration when he is figuring the time of the job The GPS report shows the technician's time is accurate on the work orderWe understand the customer's frustration with us, but we did not install the heat line in the outside wall We also did not install the washing machine drain without the proper vent and declined to have us camera the line at the time of service We provide the best service for the situations at hand The technician documented and explained all the findings to the homeowner with recommendations
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 The company broke the transmission while repairing the rear oil seal Most companies I am aware of will fix their a problem they cause for free and repair it right King's told me it was not their faultYet, the transmission was working fine, even [redacted] who did repaired the car for other issues and looking over the car, did not fine the transmission leaking What they found is the rear oil seal leaking which King's did not repair when doing some repairs due to agreement in buying the car When they look over the oil seal leak, yes they agreed to pay for free, but before and the repair no mention was said the transmission was leaking After the oil seal repair which involves taking the transmission off the engine, the car was picked up it lost almost all transmission fluid which caused the engine light to come on only after about mils taking it to [redacted] they found the transmission leaking badly when fixing the transmission they found the seal broken King's did not offer to fix the problem for free Also they only offered a used transmission A used transmission is not acceptableThere is no way to tell how bad;u owner used the transmission by pushing it to extremes, not filling fluid, etc And no way to tell when it would break down There are no new transmissions available for the car because the model is no longer made So, the proper and safe way to fix it is to overhaul it so it remain safe and works right without leaking, etc And [redacted] gives a year guarantee if it breaks down again The way they review and repair is overall questionable The agreement was to fix for example the rear seat belt it was not done when the car was taken home for the first time They also failed to repair the rear oil seal even though the original [redacted] I took the car to for review mentioned they did not think just the valve cover gasket was leaking I said this to King's but they said only the valve gasket was leaking, there was no other leak The [redacted] I took the car to for other repairs did find the rear oil seal leaking The seat belt got done weeks later when the car was reviewed for the rear oil seal Which also gave me an extreme worry they would not repair the transmission right I would have been better off having [redacted] fix the rear oil seal for $properly and they guarantee their work if something they goes wrong Or better, I should have not bought the car as the cost of the car with repairs cost me about $10,plus many hours cleaning, waxing, and minor repairs like replacing spark plugs there are similar new cars starting around $10, Or a minor option, I should of agreed to pay for the car less, estimated repairs and have Bob do it all Regards, [redacted] ***
We have done everything right by going through the manufacturer's recommendations
Customer was incorrect - we made only three (3) visits to his home, which the first two times, he was not at the locationThe first service call was on 8/5/The technician went to the site and found that the compressor would not startHe determined that the capacitor was badHe called [redacted] at tech support from the site to verify that the process of the testing to determine the failure of the capacitor was correct [redacted] agreedThe capacitor was orderedOn 8/7/14, the same technician went back to install the capacitor, Once installed, the compressor was working Throughout this work process, our communication was with the customer’s wife only, The next day, we received a phone call from the customer, who was very unhappy on the phone, that the heater was not working He spoke with our operations manager and the manager said that he would send the technician back to explain everything that was done on site for which the customer would not be charged The technician then made arrangements to meet the customer at homeWhen he arrived at the home, the homeowner wanted to call tech support, which they did and got a woman from tech support on the phone, She diagnosed that it could be the float Switch and that it should be replacedThe customer disregarded her findings and wanted to wait to speak with [redacted] from supportIt was left with the technician, because [redacted] was not available that night, that the customer would call the next day and whatever part they deemed necessary, would be ordered and the customer would call us to install The operations manager spoke with the customer today (9/23/14), in reference to a phone message that was left on 9/18/14, when the operations manager was out of the office When the manager called the customer, the technician that was on site was there so that there would be no miscommunicationThe customer stated he had another company in there and was that the work we performed was incorrect and the customer wants all of his money backThe operations manager tried to explain to the customer, he would not hear of it and at that point, the conversation was made unpleasant by the customer with threats and then he hung up As of today, the homeowner has paid for the first service call fof $We have not received payment for the second service call on 8/7/14, for $The third service call was a courtesy call to try and satisfy the customer at no chargeWe feel we provided service, went through the proper steps along with tech support and in conjunction with them, arrived at the same conclusionWe feel that the unpaid balance for the second service call for material and labor to install the capacitor should be paid in full In closing, I feel that this customer is being unrealistic in his claims of the amount of visits to his home, the conversation he had with the manager and the facts of the conversation he had with the managerWe would appreciate no more correspondence with him as he has sent an escalating e-mail to us after placing his complaint with Revdex.com
The first service call, 2/11/15, was at the hourly rate of $and the issue was no heat When we got there, there were two issues: [redacted] piping was used on a heat system and was located in the outside wall, making it hard to thaw out Typically, you have to bring the room up to temperature with another means of heat to thaw out that type of piping Also, there was no hot water and the technician had to replace the mixing valve and relief valve The work was done and the system was up and running Due to the heat piping being [redacted] in type, the customer agreed to put a space heater in the room to thaw out the tubing All this information was written on the customer's work order that was signed by the homeowner upon completionThe second service call, 5/12/15, was for a backed up drain in the basement When the technician arrived, the washing machine drain was backing up The technician then ran a drain cleaning machine down the drain, cleared the obstruction, then tested by running the water for fifteen minutes with no back up The technician did recommend that the washing machine line be video inspected to make sure the line is clear of obstruction and explained that the washing machine drain is not legal, that there is an improper vent on the fixture All of this information was written on the work order and then was also signed, again, by the homeowner upon completion.Our rates and charges are quoted as is the travel time on every service call prior to dispatching a technician The homeowner lives in Durham, Maine and he must take that into consideration when he is figuring the time of the job The GPS report shows the technician's time is accurate on the work orderWe understand the customer's frustration with us, but we did not install the heat line in the outside wall We also did not install the washing machine drain without the proper vent and declined to have us camera the line at the time of service We provide the best service for the situations at hand The technician documented and explained all the findings to the homeowner with recommendations
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 The company broke the transmission while repairing the rear oil seal Most companies I am aware of will fix their a problem they cause for free and repair it right King's told me it was not their faultYet, the transmission was working fine, even [redacted] who did repaired the car for other issues and looking over the car, did not fine the transmission leaking What they found is the rear oil seal leaking which King's did not repair when doing some repairs due to agreement in buying the car When they look over the oil seal leak, yes they agreed to pay for free, but before and the repair no mention was said the transmission was leaking After the oil seal repair which involves taking the transmission off the engine, the car was picked up it lost almost all transmission fluid which caused the engine light to come on only after about mils taking it to [redacted] they found the transmission leaking badly when fixing the transmission they found the seal broken King's did not offer to fix the problem for free Also they only offered a used transmission A used transmission is not acceptableThere is no way to tell how bad;u owner used the transmission by pushing it to extremes, not filling fluid, etc And no way to tell when it would break down There are no new transmissions available for the car because the model is no longer made So, the proper and safe way to fix it is to overhaul it so it remain safe and works right without leaking, etc And [redacted] gives a year guarantee if it breaks down again The way they review and repair is overall questionable The agreement was to fix for example the rear seat belt it was not done when the car was taken home for the first time They also failed to repair the rear oil seal even though the original [redacted] I took the car to for review mentioned they did not think just the valve cover gasket was leaking I said this to King's but they said only the valve gasket was leaking, there was no other leak The [redacted] I took the car to for other repairs did find the rear oil seal leaking The seat belt got done weeks later when the car was reviewed for the rear oil seal Which also gave me an extreme worry they would not repair the transmission right I would have been better off having [redacted] fix the rear oil seal for $properly and they guarantee their work if something they goes wrong Or better, I should have not bought the car as the cost of the car with repairs cost me about $10,plus many hours cleaning, waxing, and minor repairs like replacing spark plugs there are similar new cars starting around $10, Or a minor option, I should of agreed to pay for the car less, estimated repairs and have Bob do it all Regards, [redacted] ***