McClure Water Treatment Sales & Service

To Whom It May Concern:I spoke with [redacted] this morning and she said she would also be contacting the Revdex.com to let them know this matter has been resolved and to "reverse the complaint"I explained I didn't think a complaint could be retracted, however we accepted responsibility for the complaint no matter if it was removed or not...one of our employees made a mistake and we take full responsibility for it[redacted] requested the company cover a portion of the repair cost, or $99, in the desired resolution section of the complaint form, however after reviewing the situation, I feel the company should take FULL responsibility for the cost of the repair, not only a portionAlthough the part that broke was corroded and replacement would have been recommended anyway, the technician should have followed company procedure and informed the customer of the situation prior to even attempting to clean itI did explain I had a root canal performed the day I received her complaint (Thursday) and was consequently out of the office on Friday, which is why she hadn't heard back from me prior to submitting the complaint to the Revdex.com on Saturday.Bottom line: We are scheduled to have our lead technician repair the damaged component, and complete the tu/ cleaning procedures at no charge [redacted] is also a business owner and said she appreciated the resolution and would use our company again in the future!Sincerely,Rich M***President - Magic Touch Mechanical

Hello,My name is Rich M*** and I am one of the owners of Magic TouchLet 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 phoneI 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 complaintSpecifically, 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 4lbsof refrigerant”I have attached a screenshot which shows what she was looking atSince 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 addedI also verified this by checking the technician’s refrigerant logsIn fact, according to the refrigerant log, the technician used almost 5lbsYou were not charged for 5lbs BECAUSE of our flat race pricing modelWe 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 rateThis 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 oneAs 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 proceedOn 5/we spent several hours at your home conducting a comprehensive home energy auditOn 5/we returned with a 20-page reportOur first recommendation was to replace your air conditioning systemsYour AC Systems are years oldAlso on the back of your invoice in large bold print it states, “IF YOUR SYSTEM IS OVER 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 equipmentIn your case, both of these sections are very applicableAll 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 *** review was a customer complaint where your customer says he “was hung up on” by an officer of the business and your family memberHaving 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 miscommunicationI’m sure you do your best to provide excellent service, as do wePlease 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***President

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

To Whom It May Concern:I spoke with [redacted] this morning and she said she would also be contacting the Revdex.com to let them know this matter has been resolved and to "reverse the complaint". I explained I didn't think a complaint could be retracted, however we accepted responsibility for the complaint no...

matter if it was removed or not...one of our employees made a mistake and we take full responsibility for it.[redacted] requested the company cover a portion of the repair cost, or $99, in the desired resolution section of the complaint form, however after reviewing the situation, I feel the company should take FULL responsibility for the cost of the repair, not only a portion. Although the part that broke was corroded and replacement would have been recommended anyway, the technician should have followed company procedure and informed the customer of the situation prior to even attempting to clean it. I did explain I had a root canal performed the day I received her complaint (Thursday) and was consequently out of the office on Friday, which is why she hadn't heard back from me prior to submitting the complaint to the Revdex.com on Saturday.Bottom line: We are scheduled to have our lead technician repair the damaged component, and complete the tune-up / cleaning procedures at no charge. [redacted] is also a business owner and said she appreciated the resolution and would use our company again in the future!Sincerely,Rich M[redacted]President - Magic Touch Mechanical