Michael C. Wall, Incorporated

Dear ***:This letter is in response your notice dated November 24, on the consumer complaint from *** ***We have been talking and returning calls from *** *** since this unit was installed on June 26, He claims he has been having a noise problem with the
CompressorA Technician was out to diagnose the problem in September and did not hear any unusual noisesWe had tried to set up a meeting with *** *** before it got too far, but *** *** did not want to meet with us at the scheduled timeThere have been several Tech visits to *** ***s’ residence.The call on the compressor noise was first checked out on 9/4/Our tech could find no unusual noise and concluded that the reason he was disturbed by the noise was that it was up against the living room wallWe offered to put a blanket on the compressorWe also offered to move the unit to another outdoor location, at our expense*** *** refused thisThe compressor noise was checked out several times and appeared to be a compressor “hum”Michael Wall, the owner of our Company had gone out and checked the noise and found that the system was running normallyIn December, we were contacted by the Office of the Attorney General and The Bureau of Consumer ProtectionWe sent a letter of response, and have heard nothing from them since.*** *** then contacted ***, the manufacturer of the unit, who advised him to have another contractor check out the unit*** *** stated that the other contractor recommended contacting the Revdex.com, which he has done.*** *** called on 1/25/stating that the furnace was shutting on an off; our tech went out and checked furnace and found no faultsHe informed *** *** that if the issue continued we would replace the furnace boardWe have not heard back from him on this issue.*** *** continues to contact us regarding the compressor noise issueThe call dates are: 6/17/14, 6/20/14, 7/17/14, 8/22/14, 9/4/and 9/9/During this time our tech stopped out and found nothing different than before and that the Unit was running normally*** *** has not been charged for any of these tech visitsThe last call *** *** make to our office was on 9/9/14, at which time he told us if he did not receive a return call, he would be contacting an attorneyWe did not return his call due to the fact that we had nothing further to tell himThe system has been checked several times and appears to have nothing wrong with it, however *** *** seems to believe that it doesWe are not sure what we can do to satisfy him at this pointHe has stated that he wants the entire system replaced, and we do not find anything wrong with the existing system that warrants a replacement.Let me know if there is anything else you need, or if you have any questions.Thank you,Teri S.Office Manager

From: Revdex.com of Metro Washington DC<[email protected]>Date: Wed, Dec 3, 2014 at 9:03 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted] Butts <[email protected]>
---------- Forwarded message ----------From: [redacted] <[redacted]>Date: Wed, Dec 3, 2014 at 6:59 AMSubject: RE: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: "[email protected]" <[email protected]>
Dear [redacted],
I am not able to respond to respond to your message via the web site as it will not allow me to place text in the field. Therefore, allow me to respond via email.
First of all, allow me to state that George, one of the installers of the AC unit, was the first to respond to my complaint. He was up three weeks after the unit was installed and was the first the suggest a “blanket”. George said his hearing was not that great but did hear the noise we were calling about.  The second tech that did come to my house did also hear the noise I was talking about.  And on the second visit he even said he would contact his [redacted] rep. to come out and to see about replacing the whole AC unit because it was too much work to replace just a compressor.  The tech did suggest to move the unit towards the front of my house.  However, I would have had to remove landscaping and I did not want such a large AC unit visible at the front of my house. The only other option was to move the unit to the opposite side of the house.  This was discussed but was quickly abandoned by Wall’s due to the cost.
A “blanket” was offered back in the summer of 2013.  However, Wall’s wanted me to pay $120.00 for it.  The unit was only two months old and I was not paying one cent for a blanket.
The furnace issue was due to a wrong part installed initially.  I explained to the tech that when the furnace was installed there were several parts missing and they had to come up with replacements. The tech that replaced the bad part concurred it was not the correct one from the beginning. So, in my opinion, I paid full price for a furnace that was not technically all new!
Now let me list the following lies told by Wall’s:
1.  Wall’s NEVER returned one of my calls with the exception of the furnace issue. I always had to call them. I even left voice messages on Mike Wall’s personal extension and he only called back once. I was on a bicycle ride when he called and I did not hear my cell. After my ride I called him back. He did not answer so I left a message explaining why I did not pick up and he never called back.
2.  Again, both technicians did hear the noise I was calling about. The second tech offered to contact the [redacted] ([redacted]) rep. I don’t feel he ever contacted the rep..
3.  Mike Wall was NEVER at my house. This is one reason I am so amazed at this company – that the owner never came out. Pat, office manager at the time, did call one day and said Mike could meet me at the house at noon.  I responded that I work until 3:00 pm and could not just leave work.  Mike Wall, as owner, should be a bit more accommodating.
4.  I eventually did contact the [redacted] ([redacted]) manufacturer. I corresponded with [redacted] back and forth several times. Once she finally talked to Wall’s, she just took their word that there was nothing wrong.  A [redacted] rep. never came to check out the unit.
5.  At the end of the 9/20I4 call I did tell Teri S[redacted] that I would be contacting the Revdex.com and the Pa. State Attorney General’s office (again). I never said I was going to contact an attorney.
Teri states that they are not sure what they can do to satisfy this issue. Do as the tech said he was going to do. Have a [redacted] rep. come out and replace the unit.  As I told Terri, [redacted] states that the unit is efficient and quiet. Efficient – yes, quiet – no!
Wall’s has not lived up to be a good “service” company.  Mike Wall has not lived up to be a good and reputable company owner with customer satisfaction as a priority.
Sincerely,
[redacted]