The pipe was returned the following morning We were called out and met with Mrto price out a pipe replacement for customers chimney It was an older unlisted and unmarked pipe Chimney pipe doesn't mix and match and connect with each other so the solutions are to replace the entire system or attempt to track down the manufacturer and model of pipe It was at that time Mr gave us permission to take the pipe in order to study it and come up with the cheapest solution We retrieved the damaged pipe from the backyard , in the woods , rusting and muddy We did not have any conversation with the Mrsabout the chimney pipe , at all She did , as described asked Steve to keep his voice down because of the neighbors which caught him a bit by surprise as he was inside the house and felt he was speaking at a level about an innocuous chimney situationHe made a poor joke about it being just a chimney , with a smile on his face , but it was obviously not received in that way He left still thinking that we were finding the solution and possibly performing the jobThat was not the case , we returned the pipe the following morning
We have since cleared up the miscommunication Customer did not hear my voicemail prior to the written complaint that explained that we weren't depositing a check until we went over the chimney job In the end , customer is satisfied with our attempt to resolve the situation , we have
provided them with information on what is needed to make their wood burning system more efficient and safe and gave them the resources to be able to do this on their own should they choose We did this at no charge for our time
This has since been resolved We wrote a full refund check for the damper the 1st time , and it was negotiated on site with the customer to leave the damper for 1/price , because the damper was a major upgrade and improvement over the original , which has since been disposed of and
couldn't be quickly replaced I had a good conversation with customer after the fact ; this particular downdraft problem was more complex than the top mount damper could 100% solve , as their are indoor air pressure issues that needed to be tested and resolved We opted to re-refund the balance of the damper as opposed to continuing the process of trying to solve a tricky problem , without a guaranteed path solution
Total mistake on billingI deleted it off our books I also have this feeling , I personally made the mistake I don't have specific memory if I spoke with customer about doing additional service or not during our conversation , when I discovered the chimney had an ongoing leak,
but the chimney had already been waterproofed I think my scribbled notes got re-written by scheduler as serviceNo other explanation It's unfortunate that this clerical error happened with this particular situation , because normally a phone call to the office would have resolved the issue This chimney required complete rebuilding , due to the customer selling the home , he understandably didn't want to do that , so we performed a partial repair Our idea of what we would do for what cost , differed from his We did feel we did more service for the price we charged Unfortunately , the whole process was done over the phone , we never got to meet and get real specific Had we nailed this down in person , pointing at the chimney as to what was to be done , we would have provided a slightly higher cost estimate , that the customer would have said yay or nay to We did come back and do the additional repair the customer was expecting This bill was absolutely unintentional , and this customer has a legitimate complaint in that regard , and I truly apologize
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
The pipe was returned the following morning. We were called out and met with Mr. to price out a pipe replacement for customers chimney. It was an older unlisted and unmarked pipe. Chimney pipe doesn't mix and match and connect with each other so the solutions are to replace the...
entire system or attempt to track down the manufacturer and model of pipe. It was at that time Mr gave us permission to take the pipe in order to study it and come up with the cheapest solution. We retrieved the damaged pipe from the backyard , in the woods , rusting and muddy. We did not have any conversation with the Mrs. about the chimney pipe , at all. She did , as described asked Steve to keep his voice down because of the neighbors which caught him a bit by surprise as he was inside the house and felt he was speaking at a normal level about an innocuous chimney situation. He made a poor joke about it being just a chimney , with a smile on his face , but it was obviously not received in that way. He left still thinking that we were finding the solution and possibly performing the job. That was not the case , we returned the pipe the following morning.
We actually arrived the same day that we received the complaint , not knowing there were any issues. Our exterior masonry work is weather permitting and we were in our time frame. In the end , our customer told our mason that he was very happy with the job. - Kevin
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.
We agree that the stove has required many repairs and visits over the years. We have been out multiple times to restart the stove and have replaced parts at our cost over the years. Pellet stoves require a fair amount of hands on maintenance and the manufacturer determined the...
problems to be user error. Therefore we have had to pay for the parts replacements and service visits , as the homeowner disagreed with this assessment. We have decided to replace the entire unit , at our cost , to solve this situation. We truly feel we went above and beyond to take care of this customer and will continue to do so.
Yes, the complaint has been resolved
The pipe was returned the following morning We were called out and met with Mrto price out a pipe replacement for customers chimney It was an older unlisted and unmarked pipe Chimney pipe doesn't mix and match and connect with each other so the solutions are to replace the entire system or attempt to track down the manufacturer and model of pipe It was at that time Mr gave us permission to take the pipe in order to study it and come up with the cheapest solution We retrieved the damaged pipe from the backyard , in the woods , rusting and muddy We did not have any conversation with the Mrsabout the chimney pipe , at all She did , as described asked Steve to keep his voice down because of the neighbors which caught him a bit by surprise as he was inside the house and felt he was speaking at a level about an innocuous chimney situationHe made a poor joke about it being just a chimney , with a smile on his face , but it was obviously not received in that way He left still thinking that we were finding the solution and possibly performing the jobThat was not the case , we returned the pipe the following morning
We have since cleared up the miscommunication Customer did not hear my voicemail prior to the written complaint that explained that we weren't depositing a check until we went over the chimney job In the end , customer is satisfied with our attempt to resolve the situation , we have
provided them with information on what is needed to make their wood burning system more efficient and safe and gave them the resources to be able to do this on their own should they choose We did this at no charge for our time
This has since been resolved We wrote a full refund check for the damper the 1st time , and it was negotiated on site with the customer to leave the damper for 1/price , because the damper was a major upgrade and improvement over the original , which has since been disposed of and
couldn't be quickly replaced I had a good conversation with customer after the fact ; this particular downdraft problem was more complex than the top mount damper could 100% solve , as their are indoor air pressure issues that needed to be tested and resolved We opted to re-refund the balance of the damper as opposed to continuing the process of trying to solve a tricky problem , without a guaranteed path solution
Total mistake on billingI deleted it off our books I also have this feeling , I personally made the mistake I don't have specific memory if I spoke with customer about doing additional service or not during our conversation , when I discovered the chimney had an ongoing leak,
but the chimney had already been waterproofed I think my scribbled notes got re-written by scheduler as serviceNo other explanation It's unfortunate that this clerical error happened with this particular situation , because normally a phone call to the office would have resolved the issue This chimney required complete rebuilding , due to the customer selling the home , he understandably didn't want to do that , so we performed a partial repair Our idea of what we would do for what cost , differed from his We did feel we did more service for the price we charged Unfortunately , the whole process was done over the phone , we never got to meet and get real specific Had we nailed this down in person , pointing at the chimney as to what was to be done , we would have provided a slightly higher cost estimate , that the customer would have said yay or nay to We did come back and do the additional repair the customer was expecting This bill was absolutely unintentional , and this customer has a legitimate complaint in that regard , and I truly apologize
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***
The pipe was returned the following morning. We were called out and met with Mr. to price out a pipe replacement for customers chimney. It was an older unlisted and unmarked pipe. Chimney pipe doesn't mix and match and connect with each other so the solutions are to replace the...
entire system or attempt to track down the manufacturer and model of pipe. It was at that time Mr gave us permission to take the pipe in order to study it and come up with the cheapest solution. We retrieved the damaged pipe from the backyard , in the woods , rusting and muddy. We did not have any conversation with the Mrs. about the chimney pipe , at all. She did , as described asked Steve to keep his voice down because of the neighbors which caught him a bit by surprise as he was inside the house and felt he was speaking at a normal level about an innocuous chimney situation. He made a poor joke about it being just a chimney , with a smile on his face , but it was obviously not received in that way. He left still thinking that we were finding the solution and possibly performing the job. That was not the case , we returned the pipe the following morning.
We actually arrived the same day that we received the complaint , not knowing there were any issues. Our exterior masonry work is weather permitting and we were in our time frame. In the end , our customer told our mason that he was very happy with the job. - Kevin
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.
Sincerely,
[redacted]
We agree that the stove has required many repairs and visits over the years. We have been out multiple times to restart the stove and have replaced parts at our cost over the years. Pellet stoves require a fair amount of hands on maintenance and the manufacturer determined the...
problems to be user error. Therefore we have had to pay for the parts replacements and service visits , as the homeowner disagreed with this assessment. We have decided to replace the entire unit , at our cost , to solve this situation. We truly feel we went above and beyond to take care of this customer and will continue to do so.
Yes, the complaint has been resolved.