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 Regards, [redacted]
The following is the time line of events in which we have been called for services at Mrand Mrs [redacted] ’s home, there is a brief summary of what was done or found at the home the time of serviceAs well as, all offers made to Mr& Mrs [redacted] If any additional information is needed, all Invoices have been attached and include more details Date of service: 2/10/ Invoice # Mrs [redacted] contacted Metro Express Service and asked us to send a Technician out for a second opinion on work that needed to be done at the home, we dispatched our service Technician Mario, whom quoted her for the installation of the unit and she agreed to install on 2/11/ Date of service: 2/11/ Invoice # Installation of the system at Mrand Mrs [redacted] ’s home, also agreed to move the outside condenser at this time Date of service: 2/11/ Invoice # Per the Installation agreement we had agreed to moving condenser from side of the home to the back of the home, we dispatched a service technician to take measurements for our electrician to have proper materials in order to complete the job Date of service: 2/12/ Invoice # After every installation of a new unit M.E.Salways schedules a Quality Check to ensure proper installation of the system, technician arrived and everything was working under Operating Procedure Date of service: 2/12/ Work Order Per Installation Invoice #Sprayed Insulation agreed amount of inches Date of service: 8/2/ Invoice # One of our Dispatchers contacted Mrs [redacted] to offer an Air Preventive maintenance, upon the technician arrival the existing Drain line to the unit was blocked, and technician cleared the blocked line and left unit in working order Date of service: 8/12/ Invoice# [redacted] Mrs [redacted] contacted M.E.Sin regards to her unit not cooling properly, we then dispatched a Service Technician to her home whom noted that the 2nd stage wire was not connected, and unit could not go to 2nd stage, problem was addressed at the timeMrs [redacted] later contacted [redacted] concerned that her unit had been damaged due to the 2nd stage not being wired in [redacted] explained to her the following; Mrand Mrs [redacted] ’s compressor and all other compressors are duty cycle ratedThis is a technical term and it means that it is designed to run nonstop, hours a day days a week for the life expectancy of the unitRunning your compressor at 1st stage reduced the load on the compressor, it consumed less electricity, there for less wear and tear on the unit versus if it were running on 2nd stageOnly when the weather is finally warm enough, the unit then goes into 2nd stageIn essence whether second stage was wired or not the unit would have ran on 1st stage regardlessPlease note that your unit runs in 1st stage 80% of the time, the reason for this is to make your home more efficientAt this time, I, [redacted] extended the [redacted] ’s warranty more years resulting from years to years paid parts & laborThey accepted but requested [redacted] ***e (Senior Field Technician) from [redacted] to inspect system Date of service: 9/20/ Invoice # [redacted] On this day of service, [redacted] (President of M.E.S.), [redacted] ***e ( [redacted] Senior Field Technician) and [redacted] (M.E.SSenior Technician) met at Mrand Mrs [redacted] ’s home to inspect the unit for proper function which included, checking for proper airflow, made sure that all duct work is sealed properly, tightness on plenums, Etc(rest is listed on the Invoice)After all work was completed system was left operating normal, [redacted] ***e later wrote a letter to Mrand Mrs [redacted] , stating that unit was operating normal, all is fine and explained to them that no damage was done to their unit by it running on 1st Stage vs 2nd Stage Date of service: /30/ Invoice # [redacted] Mrs [redacted] contacted M.E.Sand advised us that her unit was going into Idling mode, she stated she noticed that the humidity in her home would get high and she would have trouble breathingAfter our Senior Technician’s inspection he realized that Control wire for second stage cool was broken at the wire nut connection inside the Air Handler and corrected the problem, and left unit in working order Date of service: 12/14/ Invoice # [redacted] Mrs [redacted] contacted [redacted] on his personal cell phone, stating that the humidity was again high and having breathing problemsWhile [redacted] was at the residence Mrs [redacted] said, she noticed a bad smell coming from her unit after she had changed her T-STAT from Heating over to Air ConditioningTechnician properly inspected the unit, replaced the media filter and Mrs [redacted] asked if there was anything that could be done regarding the smellThis is when [redacted] told her the coil could be treated for Dirty Sock Syndrome and scheduled to return 12/16/ Date of service: 12/16/ Invoice # [redacted] Technician returned to the home to treat coil for Dirty Sock Syndrome and informed the customer that an Epoxy Coated coil was on order with a day wait, per Mrs [redacted] ’s request from previous service date 12/14/ Technician informed Mrs [redacted] once the coil was available for pick up we would contact them to schedule a date and time for replacementThe coil is in and sitting at our office Date of service: 12/29/ Invoice # [redacted] Mrs [redacted] called in stating that her Heating system set off smoke alarms in her homeThe Fire Department was dispatched to her home and assumed that there was a problem with her blower motorM.E.Sdispatched a service technician to her home, the technician pulled apart her blower assembly and heating elements and determined that they were clean and there was no evidence of anything burnedAll wire connections were good, and system is working properly Date of service: 1/2/ Invoice # [redacted] Senior Technician [redacted] was dispatched out to Mrand Mrs [redacted] ’s home to vacuum the return plenum, seal all return air boxes to sheet rock and to retreat coil for Dirty Sock Syndrome which Mrs [redacted] declined, due to the bad odor that it caused when treated on 12/16/ It is, at this time, Mrs [redacted] wanted a NEW system [redacted] directed her to [redacted] customer serviceMrs [redacted] contacted [redacted] customer service but they would not replace her system at first for free Mrs [redacted] called and spoke to a manager at [redacted] that offered to replace only the equipmentHowever, Mrs [redacted] said it was too late that, [redacted] had taken too long and that was not going to workMrs [redacted] would only accept a full refund Then Mrs [redacted] contacted [redacted] ***, the finance company who had processed the [redacted] ’s financing for the system regarding a refund At that point, she spoke with a representative there and [redacted] had changed her credit card associated with the account and she was upset with them, which was January 19th and the last time [redacted] had heard from Mrs [redacted] [redacted] had been waiting for Mrs [redacted] to contact him regarding this issue because he had the impression she was taking care of the issue with [redacted] ***It was Tuesday, February 7, 2017, she had sent him a demand email regarding full refund by Wednesday, February 8, [redacted] responded today, February 8, 2017, that he and [redacted] , our Finance Manager & Company Notary, could meet tomorrow February 9th or Friday the 10th at 10:amAt that time, when Mrand Mrs [redacted] sign the RELEASE and INDEMNITY AGREEMENT, [redacted] will notarize the form and process the refund through [redacted] ***If Mr& Mrs [redacted] do not want to procced, they can move ahead with the Law suit Now, its 4:pm we have not heard from Mror Mrs [redacted] To resolve all matters and concerns for Mrand Mrs [redacted] , [redacted] gave an additional year extension to their M.E.SAgreement, which covers Labor and Maintenance checks per year, one in the fall and one in the spring
WE ARE STILL WORKING ON A SETTLEMENT BETWEEN METRO EXPRESS SERVICE AND MRS [redacted] CAN AGREE ON I HAVE ATTACHED A LIST OF EVENTS THAT WE AND [redacted] HAVE BEEN TO MRS [redacted] 'S RESIDENCE AND THE ATTEMPTS WE AND [redacted] HAVE TRIED TO MAKE MRS [redacted] HAPPY, BUT HAVE NOT SUCCEEDEDWE ARE SPEAKING WITH THE FINANCE COMPANY REGARDING A REFUND I WILL NOTIFY YOU, Revdex.com, AS SOON AS AN AGREEMENT IS MADE.IF YOU HAVE ANY QUESTIONS PLEASE CONTACT ME, [redacted] AT ###-###-#### OR EMAIL L [redacted] @ [redacted] RESPECTFULLY, [redacted]
Please see the attached response we have sent to Mrs***.If you have any questions please give me a call. Thank you,Lora M*** Please see the enclosed check in the amount $regarding invoice for the after hourcharge for SundayOur Technician found your unit out on
over load, which means it had over heated.want to apologize because our technician knows to let the unit sit for at least hours before makingany diagnosis.We apologize for the inconvenience and we appreciate your businessWe would like to offer a freeHeat Maintenance for Please contact us to schedule at your convenience and present this letter tothe technician at time of service.Please give us a call if you have any questions or concerns regarding your system
To Whom It May Concern: We have spoken with Mr& Mrs*** and have taken care of the issues regarding the installation and refunded them $for the inconvenience and the line set not installed. I have attached a copy of our letter to the ***'s and a copy of their
refund. Please contact me if there are any future concerns regarding Mrand/or Mrs***. Thank you,Lora M***
Complaint: ***
I am rejecting this response because:
Regards,
*** *** ***
This reply is to agree upon a TOTAL refund; however Mr***'s responses to several of his statements are not accurate and subjectivei.e.: Date of invoice # ***He still does not take responsibility or ownership in his team not installing my unit properlyI received a call from *** *from the *** Residential Offices in Dallas (Jan 4, 2016), to which he replied “they should have caught that." He also said it could cause an issue "not running on Cadillac stage" and offered to change out my air handler (that had been compromiswords) give it to Randy and have him take care of the labor." To which I said no thanks I want a full refund and frankly I did not want a *** because of their lack of customer service, indifference and Mr***'s and ***'s repeated mishandling of the situation
I had another *** representative come to my house just this week and without me giving all the sorted details I gave him the scenario without mentioning any company involved or detailsTo which he said "unbelievable that it was installed improperly and definitely without question should have been caught during the quality check to insure proper installationAnd in fact was not designed to run on only one stage especially in the Texas heatAgain Mr*** or *** *** wanted no part in putting it in writing just wanted to add more warranty for the second time, which does me no good if Metro was to go out of business
May I also add, with their latest response to you, “THE ATTEMPTS WE AND *** HAVE TRIED TO MAKE MRS*** HAPPY BUT HAVE NOT SUCCEEDED.” sounds like to me they have turned themselves into the victimThis has never been about them it has always been about them receiving $11,for a product they represent to be installed correctly with qualified *** technicians and Metro Express Services insuring our total satisfaction
I wish Mr*** the best in his Company’s future endeavors and successes
In closing I’m under the impression that Metro Express Service reads my responses as I have read his, to which I would like to convey to Mr*** with respect that giving full disclosure with integrity of service and product in a “timely manner” could prevent this from happening again in the future to another customer with another possible complaint to the Revdex.com
After reaching out to Mr*** this week he has assured me that *** *** and himself are in the final stages of a full refundAnd that he would keep me informed
Please do not hesitate to contact me for any further information you may need
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.
I received letter from Metro Express Service (MES) explaining the error their technician made on the diagnosis of my air conditioning unit. They apologized for that, the inconvenience it caused, and refunded my money. I appreciate that MES made this issue with their company right and refunded my payment. Please close this complaint and thank you Revdex.com for your help in this unfortunate matter. Thank you,*** ***
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.
Regards,
*** ***
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.
Regards,
[redacted]
WE ARE STILL WORKING ON A SETTLEMENT BETWEEN METRO EXPRESS SERVICE AND MRS. [redacted] CAN AGREE ON. I HAVE ATTACHED A LIST OF EVENTS THAT WE AND [redacted] HAVE BEEN TO MRS. [redacted]'S RESIDENCE AND THE ATTEMPTS WE AND [redacted] HAVE TRIED TO MAKE MRS. [redacted] HAPPY, BUT HAVE NOT SUCCEEDED. WE ARE...
SPEAKING WITH THE FINANCE COMPANY REGARDING A REFUND. I WILL NOTIFY YOU, Revdex.com, AS SOON AS AN AGREEMENT IS MADE.IF YOU HAVE ANY QUESTIONS PLEASE CONTACT ME, [redacted] AT ###-###-#### OR EMAIL L[redacted]. RESPECTFULLY, [redacted]
The following is the time line of events in which we have been called for services at Mr. and Mrs. [redacted]’s home, there is a brief summary of what was done or found at the home the time of service. As well as, all offers made to Mr. & Mrs. [redacted]. If any additional information is needed, all Invoices have been attached and include more details. Date of service: 2/10/2016 Invoice # 89512 Mrs. [redacted] contacted Metro Express Service and asked us to send a Technician out for a second opinion on work that needed to be done at the home, we dispatched our service Technician Mario, whom quoted her for the installation of the unit and she agreed to install on 2/11/2016. Date of service: 2/11/2016 Invoice # 89512 Installation of the system at Mr. and Mrs. [redacted]’s home, also agreed to move the outside condenser at this time. Date of service: 2/11/2016 Invoice # 115583 Per the Installation agreement we had agreed to moving condenser from side of the home to the back of the home, we dispatched a service technician to take measurements for our electrician to have proper materials in order to complete the job. Date of service: 2/12/2016 Invoice # 115619 After every installation of a new unit M.E.S. always schedules a Quality Check to ensure proper installation of the system, technician arrived and everything was working under Normal Operating Procedure. Date of service: 2/12/2016 Work Order Per Installation Invoice #89512 Sprayed Insulation agreed amount of 6 inches. Date of service: 8/2/2016 Invoice # 121837 One of our Dispatchers contacted Mrs. [redacted] to offer an Air Preventive maintenance, upon the technician arrival the existing Drain line to the unit was blocked, and technician cleared the blocked line and left unit in working order. Date of service: 8/12/2016 Invoice# [redacted] Mrs. [redacted] contacted M.E.S. in regards to her unit not cooling properly, we then dispatched a Service Technician to her home whom noted that the 2nd stage wire was not connected, and unit could not go to 2nd stage, problem was addressed at the time. Mrs. [redacted] later contacted [redacted] concerned that her unit had been damaged due to the 2nd stage not being wired in. [redacted] explained to her the following; Mr. and Mrs. [redacted]’s compressor and all other compressors are duty cycle rated. This is a technical term and it means that it is designed to run nonstop, 24 hours a day 7 days a week for the life expectancy of the unit. Running your compressor at 1st stage reduced the load on the compressor, it consumed less electricity, there for less wear and tear on the unit versus if it were running on 2nd stage. Only when the weather is finally warm enough, the unit then goes into 2nd stage. In essence whether second stage was wired or not the unit would have ran on 1st stage regardless. Please note that your unit runs in 1st stage 80% of the time, the reason for this is to make your home more efficient. At this time, I, [redacted] extended the [redacted]’s warranty 2 more years resulting from 4 years to 6 years paid parts & labor. They accepted but requested [redacted]e (Senior Field Technician) from [redacted] to inspect system. Date of service: 9/20/2016 Invoice # [redacted] On this day of service, [redacted] (President of M.E.S.), [redacted]e ([redacted] Senior Field Technician) and [redacted] (M.E.S. Senior Technician) met at Mr. and Mrs. [redacted]’s home to inspect the unit for proper function which included, checking for proper airflow, made sure that all duct work is sealed properly, tightness on plenums, Etc. (rest is listed on the Invoice). After all work was completed system was left operating normal, [redacted]e later wrote a letter to Mr. and Mrs. [redacted], stating that unit was operating normal, all is fine and explained to them that no damage was done to their unit by it running on 1st Stage vs 2nd Stage. Date of service: 9 /30/2016 Invoice # [redacted] Mrs. [redacted] contacted M.E.S. and advised us that her unit was going into Idling mode, she stated she noticed that the humidity in her home would get high and she would have trouble breathing. After our Senior Technician’s inspection he realized that Control wire for second stage cool was broken at the wire nut connection inside the Air Handler and corrected the problem, and left unit in working order. Date of service: 12/14/2016 Invoice # [redacted] Mrs. [redacted] contacted [redacted] on his personal cell phone, stating that the humidity was again high and having breathing problems. While [redacted] was at the residence Mrs. [redacted] said, she noticed a bad smell coming from her unit after she had changed her T-STAT from Heating over to Air Conditioning. Technician properly inspected the unit, replaced the media filter and Mrs. [redacted] asked if there was anything that could be done regarding the smell. This is when [redacted] told her the coil could be treated for Dirty Sock Syndrome and scheduled to return 12/16/16. Date of service: 12/16/2016 Invoice # [redacted] Technician returned to the home to treat coil for Dirty Sock Syndrome and informed the customer that an Epoxy Coated coil was on order with a 40 day wait, per Mrs. [redacted]’s request from previous service date 12/14/16. Technician informed Mrs. [redacted] once the coil was available for pick up we would contact them to schedule a date and time for replacement. The coil is in and sitting at our office. Date of service: 12/29/2016 Invoice # [redacted] Mrs. [redacted] called in stating that her Heating system set off smoke alarms in her home. The Fire Department was dispatched to her home and assumed that there was a problem with her blower motor. M.E.S. dispatched a service technician to her home, the technician pulled apart her blower assembly and heating elements and determined that they were clean and there was no evidence of anything burned. All wire connections were good, and system is working properly. Date of service: 1/2/2017 Invoice # [redacted] Senior Technician [redacted] was dispatched out to Mr. and Mrs. [redacted]’s home to vacuum the return plenum, seal all return air boxes to sheet rock and to retreat coil for Dirty Sock Syndrome which Mrs. [redacted] declined, due to the bad odor that it caused when treated on 12/16/2016. It is, at this time, Mrs. [redacted] wanted a NEW system. [redacted] directed her to [redacted] customer service. Mrs. [redacted] contacted [redacted] customer service but they would not replace her system at first for free. Mrs. [redacted] called and spoke to a manager at [redacted] that offered to replace only the equipment. However, Mrs. [redacted] said it was too late that, [redacted] had taken too long and that was not going to work. Mrs. [redacted] would only accept a full refund. Then Mrs. [redacted] contacted [redacted], the finance company who had processed the [redacted]’s financing for the system regarding a refund. At that point, she spoke with a representative there and [redacted] had changed her credit card associated with the account and she was upset with them, which was January 19th 2017 and the last time [redacted] had heard from Mrs. [redacted]. [redacted] had been waiting for Mrs. [redacted] to contact him regarding this issue because he had the impression she was taking care of the issue with [redacted]. It was Tuesday, February 7, 2017, she had sent him a demand email regarding full refund by Wednesday, February 8, 2017. [redacted] responded today, February 8, 2017, that he and [redacted], our Finance Manager & Company Notary, could meet tomorrow February 9th or Friday the 10th at 10:00 am. At that time, when Mr. and Mrs. [redacted] sign the RELEASE and INDEMNITY AGREEMENT, [redacted] will notarize the form and process the refund through [redacted]. If Mr. & Mrs. [redacted] do not want to procced, they can move ahead with the Law suit. Now, its 4:30 pm we have not heard from Mr. or Mrs. [redacted]. To resolve all matters and concerns for Mr. and Mrs. [redacted], [redacted] gave an additional 2 year extension to their M.E.S. Agreement, which covers Labor and 2 Maintenance checks per year, one in the fall and one in the spring.
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 Regards, [redacted]
The following is the time line of events in which we have been called for services at Mrand Mrs [redacted] ’s home, there is a brief summary of what was done or found at the home the time of serviceAs well as, all offers made to Mr& Mrs [redacted] If any additional information is needed, all Invoices have been attached and include more details Date of service: 2/10/ Invoice # Mrs [redacted] contacted Metro Express Service and asked us to send a Technician out for a second opinion on work that needed to be done at the home, we dispatched our service Technician Mario, whom quoted her for the installation of the unit and she agreed to install on 2/11/ Date of service: 2/11/ Invoice # Installation of the system at Mrand Mrs [redacted] ’s home, also agreed to move the outside condenser at this time Date of service: 2/11/ Invoice # Per the Installation agreement we had agreed to moving condenser from side of the home to the back of the home, we dispatched a service technician to take measurements for our electrician to have proper materials in order to complete the job Date of service: 2/12/ Invoice # After every installation of a new unit M.E.Salways schedules a Quality Check to ensure proper installation of the system, technician arrived and everything was working under Operating Procedure Date of service: 2/12/ Work Order Per Installation Invoice #Sprayed Insulation agreed amount of inches Date of service: 8/2/ Invoice # One of our Dispatchers contacted Mrs [redacted] to offer an Air Preventive maintenance, upon the technician arrival the existing Drain line to the unit was blocked, and technician cleared the blocked line and left unit in working order Date of service: 8/12/ Invoice# [redacted] Mrs [redacted] contacted M.E.Sin regards to her unit not cooling properly, we then dispatched a Service Technician to her home whom noted that the 2nd stage wire was not connected, and unit could not go to 2nd stage, problem was addressed at the timeMrs [redacted] later contacted [redacted] concerned that her unit had been damaged due to the 2nd stage not being wired in [redacted] explained to her the following; Mrand Mrs [redacted] ’s compressor and all other compressors are duty cycle ratedThis is a technical term and it means that it is designed to run nonstop, hours a day days a week for the life expectancy of the unitRunning your compressor at 1st stage reduced the load on the compressor, it consumed less electricity, there for less wear and tear on the unit versus if it were running on 2nd stageOnly when the weather is finally warm enough, the unit then goes into 2nd stageIn essence whether second stage was wired or not the unit would have ran on 1st stage regardlessPlease note that your unit runs in 1st stage 80% of the time, the reason for this is to make your home more efficientAt this time, I, [redacted] extended the [redacted] ’s warranty more years resulting from years to years paid parts & laborThey accepted but requested [redacted] ***e (Senior Field Technician) from [redacted] to inspect system Date of service: 9/20/ Invoice # [redacted] On this day of service, [redacted] (President of M.E.S.), [redacted] ***e ( [redacted] Senior Field Technician) and [redacted] (M.E.SSenior Technician) met at Mrand Mrs [redacted] ’s home to inspect the unit for proper function which included, checking for proper airflow, made sure that all duct work is sealed properly, tightness on plenums, Etc(rest is listed on the Invoice)After all work was completed system was left operating normal, [redacted] ***e later wrote a letter to Mrand Mrs [redacted] , stating that unit was operating normal, all is fine and explained to them that no damage was done to their unit by it running on 1st Stage vs 2nd Stage Date of service: /30/ Invoice # [redacted] Mrs [redacted] contacted M.E.Sand advised us that her unit was going into Idling mode, she stated she noticed that the humidity in her home would get high and she would have trouble breathingAfter our Senior Technician’s inspection he realized that Control wire for second stage cool was broken at the wire nut connection inside the Air Handler and corrected the problem, and left unit in working order Date of service: 12/14/ Invoice # [redacted] Mrs [redacted] contacted [redacted] on his personal cell phone, stating that the humidity was again high and having breathing problemsWhile [redacted] was at the residence Mrs [redacted] said, she noticed a bad smell coming from her unit after she had changed her T-STAT from Heating over to Air ConditioningTechnician properly inspected the unit, replaced the media filter and Mrs [redacted] asked if there was anything that could be done regarding the smellThis is when [redacted] told her the coil could be treated for Dirty Sock Syndrome and scheduled to return 12/16/ Date of service: 12/16/ Invoice # [redacted] Technician returned to the home to treat coil for Dirty Sock Syndrome and informed the customer that an Epoxy Coated coil was on order with a day wait, per Mrs [redacted] ’s request from previous service date 12/14/ Technician informed Mrs [redacted] once the coil was available for pick up we would contact them to schedule a date and time for replacementThe coil is in and sitting at our office Date of service: 12/29/ Invoice # [redacted] Mrs [redacted] called in stating that her Heating system set off smoke alarms in her homeThe Fire Department was dispatched to her home and assumed that there was a problem with her blower motorM.E.Sdispatched a service technician to her home, the technician pulled apart her blower assembly and heating elements and determined that they were clean and there was no evidence of anything burnedAll wire connections were good, and system is working properly Date of service: 1/2/ Invoice # [redacted] Senior Technician [redacted] was dispatched out to Mrand Mrs [redacted] ’s home to vacuum the return plenum, seal all return air boxes to sheet rock and to retreat coil for Dirty Sock Syndrome which Mrs [redacted] declined, due to the bad odor that it caused when treated on 12/16/ It is, at this time, Mrs [redacted] wanted a NEW system [redacted] directed her to [redacted] customer serviceMrs [redacted] contacted [redacted] customer service but they would not replace her system at first for free Mrs [redacted] called and spoke to a manager at [redacted] that offered to replace only the equipmentHowever, Mrs [redacted] said it was too late that, [redacted] had taken too long and that was not going to workMrs [redacted] would only accept a full refund Then Mrs [redacted] contacted [redacted] ***, the finance company who had processed the [redacted] ’s financing for the system regarding a refund At that point, she spoke with a representative there and [redacted] had changed her credit card associated with the account and she was upset with them, which was January 19th and the last time [redacted] had heard from Mrs [redacted] [redacted] had been waiting for Mrs [redacted] to contact him regarding this issue because he had the impression she was taking care of the issue with [redacted] ***It was Tuesday, February 7, 2017, she had sent him a demand email regarding full refund by Wednesday, February 8, [redacted] responded today, February 8, 2017, that he and [redacted] , our Finance Manager & Company Notary, could meet tomorrow February 9th or Friday the 10th at 10:amAt that time, when Mrand Mrs [redacted] sign the RELEASE and INDEMNITY AGREEMENT, [redacted] will notarize the form and process the refund through [redacted] ***If Mr& Mrs [redacted] do not want to procced, they can move ahead with the Law suit Now, its 4:pm we have not heard from Mror Mrs [redacted] To resolve all matters and concerns for Mrand Mrs [redacted] , [redacted] gave an additional year extension to their M.E.SAgreement, which covers Labor and Maintenance checks per year, one in the fall and one in the spring
WE ARE STILL WORKING ON A SETTLEMENT BETWEEN METRO EXPRESS SERVICE AND MRS [redacted] CAN AGREE ON I HAVE ATTACHED A LIST OF EVENTS THAT WE AND [redacted] HAVE BEEN TO MRS [redacted] 'S RESIDENCE AND THE ATTEMPTS WE AND [redacted] HAVE TRIED TO MAKE MRS [redacted] HAPPY, BUT HAVE NOT SUCCEEDEDWE ARE SPEAKING WITH THE FINANCE COMPANY REGARDING A REFUND I WILL NOTIFY YOU, Revdex.com, AS SOON AS AN AGREEMENT IS MADE.IF YOU HAVE ANY QUESTIONS PLEASE CONTACT ME, [redacted] AT ###-###-#### OR EMAIL L [redacted] @ [redacted] RESPECTFULLY, [redacted]
Please see the attached response we have sent to Mrs***.If you have any questions please give me a call. Thank you,Lora M*** Please see the enclosed check in the amount $regarding invoice for the after hourcharge for SundayOur Technician found your unit out on
over load, which means it had over heated.want to apologize because our technician knows to let the unit sit for at least hours before makingany diagnosis.We apologize for the inconvenience and we appreciate your businessWe would like to offer a freeHeat Maintenance for Please contact us to schedule at your convenience and present this letter tothe technician at time of service.Please give us a call if you have any questions or concerns regarding your system
To Whom It May Concern: We have spoken with Mr& Mrs*** and have taken care of the issues regarding the installation and refunded them $for the inconvenience and the line set not installed. I have attached a copy of our letter to the ***'s and a copy of their
refund. Please contact me if there are any future concerns regarding Mrand/or Mrs***. Thank you,Lora M***
Complaint: ***
I am rejecting this response because:
Regards,
*** *** ***
This reply is to agree upon a TOTAL refund; however Mr***'s responses to several of his statements are not accurate and subjectivei.e.: Date of invoice # ***He still does not take responsibility or ownership in his team not installing my unit properlyI received a call from *** *from the *** Residential Offices in Dallas (Jan 4, 2016), to which he replied “they should have caught that." He also said it could cause an issue "not running on Cadillac stage" and offered to change out my air handler (that had been compromiswords) give it to Randy and have him take care of the labor." To which I said no thanks I want a full refund and frankly I did not want a *** because of their lack of customer service, indifference and Mr***'s and ***'s repeated mishandling of the situation
I had another *** representative come to my house just this week and without me giving all the sorted details I gave him the scenario without mentioning any company involved or detailsTo which he said "unbelievable that it was installed improperly and definitely without question should have been caught during the quality check to insure proper installationAnd in fact was not designed to run on only one stage especially in the Texas heatAgain Mr*** or *** *** wanted no part in putting it in writing just wanted to add more warranty for the second time, which does me no good if Metro was to go out of business
May I also add, with their latest response to you, “THE ATTEMPTS WE AND *** HAVE TRIED TO MAKE MRS*** HAPPY BUT HAVE NOT SUCCEEDED.” sounds like to me they have turned themselves into the victimThis has never been about them it has always been about them receiving $11,for a product they represent to be installed correctly with qualified *** technicians and Metro Express Services insuring our total satisfaction
I wish Mr*** the best in his Company’s future endeavors and successes
In closing I’m under the impression that Metro Express Service reads my responses as I have read his, to which I would like to convey to Mr*** with respect that giving full disclosure with integrity of service and product in a “timely manner” could prevent this from happening again in the future to another customer with another possible complaint to the Revdex.com
After reaching out to Mr*** this week he has assured me that *** *** and himself are in the final stages of a full refundAnd that he would keep me informed
Please do not hesitate to contact me for any further information you may need
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.
I received letter from Metro Express Service (MES) explaining the error their technician made on the diagnosis of my air conditioning unit. They apologized for that, the inconvenience it caused, and refunded my money. I appreciate that MES made this issue with their company right and refunded my payment. Please close this complaint and thank you Revdex.com for your help in this unfortunate matter. Thank you,*** ***
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.
Regards,
*** ***
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.
Regards,
[redacted]
WE ARE STILL WORKING ON A SETTLEMENT BETWEEN METRO EXPRESS SERVICE AND MRS. [redacted] CAN AGREE ON. I HAVE ATTACHED A LIST OF EVENTS THAT WE AND [redacted] HAVE BEEN TO MRS. [redacted]'S RESIDENCE AND THE ATTEMPTS WE AND [redacted] HAVE TRIED TO MAKE MRS. [redacted] HAPPY, BUT HAVE NOT SUCCEEDED. WE ARE...
SPEAKING WITH THE FINANCE COMPANY REGARDING A REFUND. I WILL NOTIFY YOU, Revdex.com, AS SOON AS AN AGREEMENT IS MADE.IF YOU HAVE ANY QUESTIONS PLEASE CONTACT ME, [redacted] AT ###-###-#### OR EMAIL L[redacted]. RESPECTFULLY, [redacted]
The following is the time line of events in which we have been called for services at Mr. and Mrs. [redacted]’s home, there is a brief summary of what was done or found at the home the time of service. As well as, all offers made to Mr. & Mrs. [redacted]. If any additional information is needed, all Invoices have been attached and include more details. Date of service: 2/10/2016 Invoice # 89512 Mrs. [redacted] contacted Metro Express Service and asked us to send a Technician out for a second opinion on work that needed to be done at the home, we dispatched our service Technician Mario, whom quoted her for the installation of the unit and she agreed to install on 2/11/2016. Date of service: 2/11/2016 Invoice # 89512 Installation of the system at Mr. and Mrs. [redacted]’s home, also agreed to move the outside condenser at this time. Date of service: 2/11/2016 Invoice # 115583 Per the Installation agreement we had agreed to moving condenser from side of the home to the back of the home, we dispatched a service technician to take measurements for our electrician to have proper materials in order to complete the job. Date of service: 2/12/2016 Invoice # 115619 After every installation of a new unit M.E.S. always schedules a Quality Check to ensure proper installation of the system, technician arrived and everything was working under Normal Operating Procedure. Date of service: 2/12/2016 Work Order Per Installation Invoice #89512 Sprayed Insulation agreed amount of 6 inches. Date of service: 8/2/2016 Invoice # 121837 One of our Dispatchers contacted Mrs. [redacted] to offer an Air Preventive maintenance, upon the technician arrival the existing Drain line to the unit was blocked, and technician cleared the blocked line and left unit in working order. Date of service: 8/12/2016 Invoice# [redacted] Mrs. [redacted] contacted M.E.S. in regards to her unit not cooling properly, we then dispatched a Service Technician to her home whom noted that the 2nd stage wire was not connected, and unit could not go to 2nd stage, problem was addressed at the time. Mrs. [redacted] later contacted [redacted] concerned that her unit had been damaged due to the 2nd stage not being wired in. [redacted] explained to her the following; Mr. and Mrs. [redacted]’s compressor and all other compressors are duty cycle rated. This is a technical term and it means that it is designed to run nonstop, 24 hours a day 7 days a week for the life expectancy of the unit. Running your compressor at 1st stage reduced the load on the compressor, it consumed less electricity, there for less wear and tear on the unit versus if it were running on 2nd stage. Only when the weather is finally warm enough, the unit then goes into 2nd stage. In essence whether second stage was wired or not the unit would have ran on 1st stage regardless. Please note that your unit runs in 1st stage 80% of the time, the reason for this is to make your home more efficient. At this time, I, [redacted] extended the [redacted]’s warranty 2 more years resulting from 4 years to 6 years paid parts & labor. They accepted but requested [redacted]e (Senior Field Technician) from [redacted] to inspect system. Date of service: 9/20/2016 Invoice # [redacted] On this day of service, [redacted] (President of M.E.S.), [redacted]e ([redacted] Senior Field Technician) and [redacted] (M.E.S. Senior Technician) met at Mr. and Mrs. [redacted]’s home to inspect the unit for proper function which included, checking for proper airflow, made sure that all duct work is sealed properly, tightness on plenums, Etc. (rest is listed on the Invoice). After all work was completed system was left operating normal, [redacted]e later wrote a letter to Mr. and Mrs. [redacted], stating that unit was operating normal, all is fine and explained to them that no damage was done to their unit by it running on 1st Stage vs 2nd Stage. Date of service: 9 /30/2016 Invoice # [redacted] Mrs. [redacted] contacted M.E.S. and advised us that her unit was going into Idling mode, she stated she noticed that the humidity in her home would get high and she would have trouble breathing. After our Senior Technician’s inspection he realized that Control wire for second stage cool was broken at the wire nut connection inside the Air Handler and corrected the problem, and left unit in working order. Date of service: 12/14/2016 Invoice # [redacted] Mrs. [redacted] contacted [redacted] on his personal cell phone, stating that the humidity was again high and having breathing problems. While [redacted] was at the residence Mrs. [redacted] said, she noticed a bad smell coming from her unit after she had changed her T-STAT from Heating over to Air Conditioning. Technician properly inspected the unit, replaced the media filter and Mrs. [redacted] asked if there was anything that could be done regarding the smell. This is when [redacted] told her the coil could be treated for Dirty Sock Syndrome and scheduled to return 12/16/16. Date of service: 12/16/2016 Invoice # [redacted] Technician returned to the home to treat coil for Dirty Sock Syndrome and informed the customer that an Epoxy Coated coil was on order with a 40 day wait, per Mrs. [redacted]’s request from previous service date 12/14/16. Technician informed Mrs. [redacted] once the coil was available for pick up we would contact them to schedule a date and time for replacement. The coil is in and sitting at our office. Date of service: 12/29/2016 Invoice # [redacted] Mrs. [redacted] called in stating that her Heating system set off smoke alarms in her home. The Fire Department was dispatched to her home and assumed that there was a problem with her blower motor. M.E.S. dispatched a service technician to her home, the technician pulled apart her blower assembly and heating elements and determined that they were clean and there was no evidence of anything burned. All wire connections were good, and system is working properly. Date of service: 1/2/2017 Invoice # [redacted] Senior Technician [redacted] was dispatched out to Mr. and Mrs. [redacted]’s home to vacuum the return plenum, seal all return air boxes to sheet rock and to retreat coil for Dirty Sock Syndrome which Mrs. [redacted] declined, due to the bad odor that it caused when treated on 12/16/2016. It is, at this time, Mrs. [redacted] wanted a NEW system. [redacted] directed her to [redacted] customer service. Mrs. [redacted] contacted [redacted] customer service but they would not replace her system at first for free. Mrs. [redacted] called and spoke to a manager at [redacted] that offered to replace only the equipment. However, Mrs. [redacted] said it was too late that, [redacted] had taken too long and that was not going to work. Mrs. [redacted] would only accept a full refund. Then Mrs. [redacted] contacted [redacted], the finance company who had processed the [redacted]’s financing for the system regarding a refund. At that point, she spoke with a representative there and [redacted] had changed her credit card associated with the account and she was upset with them, which was January 19th 2017 and the last time [redacted] had heard from Mrs. [redacted]. [redacted] had been waiting for Mrs. [redacted] to contact him regarding this issue because he had the impression she was taking care of the issue with [redacted]. It was Tuesday, February 7, 2017, she had sent him a demand email regarding full refund by Wednesday, February 8, 2017. [redacted] responded today, February 8, 2017, that he and [redacted], our Finance Manager & Company Notary, could meet tomorrow February 9th or Friday the 10th at 10:00 am. At that time, when Mr. and Mrs. [redacted] sign the RELEASE and INDEMNITY AGREEMENT, [redacted] will notarize the form and process the refund through [redacted]. If Mr. & Mrs. [redacted] do not want to procced, they can move ahead with the Law suit. Now, its 4:30 pm we have not heard from Mr. or Mrs. [redacted]. To resolve all matters and concerns for Mr. and Mrs. [redacted], [redacted] gave an additional 2 year extension to their M.E.S. Agreement, which covers Labor and 2 Maintenance checks per year, one in the fall and one in the spring.