Montana Moulding & Sign Supply

24/AC tried to call the customer Friday May 1st to reschedule the serviceThe customer set up the appointment on April 8th for the following monthWe did try to contact the customer before the date due to no technicians being in the area for that dateI am not sure what number they have been
trying to call or trying to contact the technician that was originally out there to the homeWe have no records of the customer calling in or leaving messagesRight now we are trying to make sure we contact and perform all maintenance needed before the summer heat is upon usWe would definitely like to arrange a better time to come perform the servicesOur office number is ###-###-####

In response to the customer wanting a refund on the purchase of the maintenance programIt clearly says at the bottom of the maintenance contract that any services rendered will be deducted from the cost of the initial purchase of the maintenance program and anything if any is then refunded to the customerIn this customer case we provided services to units regular price of indoor and outdoor coil cleaning is $per system = $578, Burner clean is $per system = $and regular cost of a service call is $= $138, drain line clean out $per unit = $total cost = $and they paid $We gave them the option of going with the maintenance program to help save customers moneyI feel $is a large amount of money to charge a customer for a time serviceIf we can provide multiple services for the same amount we offer the maintenance program to help customers receive a benefit and we build a relationship with a customer, if they cancel we need to get paid for services rendered Otherwise we have customers agreeing to the maintenance program for a lesser price then the repairs then canceling trying to get services at a cheaper priceIn this case since it was mainly labor service and not that much material needed we offered the Maintenance program at a cheaper pricein certain situations there are parts that are needed so we sell the maintenance program plus the costs of the parts or we will include the costs of the repair and parts to gain the customer depending on how many years the customer would like to purchase

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.If 24/7 called me on May 1st, as they purport, why didn't they leave message or try to call again?  When the service person failed to show-up to service our units I called 24/7 but got a voice mail.  I left a message but they did not return the call.  I called them ever day, during regular business hours, for two weeks but just got recordings to leave a message which I did leaving my phone number.  Then suddenly when I called the recording stated the mail box was full.  At this point I feel that the issue has not been resolved.  All I want is a refund and we will find a more reliable company to perform this service.   By the way, since receiving this message from Revdex.com I have tried to call them again but couldn't contact anyone a they still have not called back. Regards,
[redacted]

When inspecting the equipment and testing the flame and psi the unit would come on and run for about 3 min the flame would change to a red-ish and yellow-ish flame. Most causes of this is the introduction of oxygen to the heat exchanger or the gas valve is not working correctly, leaning towards...

the heat exchanger possibly having a hairline crack or a seal issue. The technitian there called me with the customer there and I said well I happen to have a unit here but after double checking it was a heat pump then I said we can upgrade you to a 16 Seer (NEW)  So this is to clarify that we had to purchase your equipment new and since you moved the install to Monday and all supply stores are closed on the weekend the equipment had to be purchased on Friday. We are in no way fighting to keep your money. Most contracts we write have a percentage and a fee that we charge if canceled in a appropriate amount of time.  So when you called in over the weekend and postponed but clarified that you still wanted to do the work and have all intentions of continuing with the install everything was ok. Now it has been some time and now you want to cancel. We have full intentions of giving a refund but after 3 weeks and being assured that the work was going to continue we have paid our employees for some work they already put in and the equipment and material, we get charged for and a restocking fee. We cannot afford to just give close to 7k back right now with money already spent on stuff that would take over 10k from us. Nobody is refusing your refund and understand family comes first we are trying to give back the entire amount. When I did talk to you I explained all this to you and actually offered to give you this equipment at basically our cost and refund the difference and yes you have been in contact with management.

Much apologies for the late response. The person who schedules the duct cleanings is the duct cleaner himself. not sure why he would not respond to doing a job as he gets paid by the work being completed. If this still has not been done at this time please try to email me or contact us...

[redacted] office number [redacted]. I do know he has completed a bunch in the past few weeks and will be turning in his paperwork to show who has been completed.

Review: I recently placed an order for some framing supplies through Montana Moulding. The automatic system they have set up on their website gave me a subtotal of $60.48 for the order. I was also emailed this information. *See actual information extracted from this email order confirmation below (*single asterisk). (Note: I am perfectly happy to forward the actual emails). When Montana Moulding sent the items, they sent an email Invoice with the total that was charged to my credit card. This total was: $115.06. Thats a lot more than $60.48! ** See actual information from order invoice below (**double asterisk)The charges from Montana Moulding were almost twice the amount of the original order. Upon looking at the new invoice I noticed that four additional items had been added to my order! These were: F3240/8 - BIENFANG FOAMBOARD VV (x4). I also noticed what I thought was an unreasonable shipping charge. Part of this shipping charge is for the additional charges I paid to ship the items I didnt order (weight). I estimate this additional chage would be around $.50. Because cardboard or some other lightweight packing material would have to have been used instead. To have someone use your credit card to add new items to your purchase is (to my understanding) illegal. I place the order on 4/27/13 & received the initial order confirmation on that day. I opened the email of the invoice that had the very high total on 4/30/13. I have contacted the company to try to resolve this problem 5 times total. I sent 3 emails, an online message through their website and contacted once by telephone. They indicated that the additional four NEW FRAMING MATERIAL ITEMS were included to protect the two sheets of mat board. The mat board was so warped from damage before shipping that I could hardly use it. I told them that with a shipping charge of $27.62 they could have used old (or new) cardboard to protect the items and I shouldnt have been charged ANYTHING more.Desired Settlement: I would like to be refunded $16.44 for the NEW FRAMING MATERIALS that I never ordered as well as $.50 for additional shipping charges. I would like to be refunded $7.50 for the additional recent error. . A total of $16.94 (for that order), I also want a letter from you or Montana Moulding confirming that they have stopped this practice! One way for them to continue this would be to post a notice on the checkout page that if mat board is ordered, and the order is to be shipped, up to 4 sheets of foam board may be included and list the CURRENT price. I would like to be refunded in the amount of $1.55 for the error for charging me too much on the Nail Hole Fill Black . A total refunds of $25.99

Business

Response:

[redacted] His account was credited for the $16.44 that was charged for the extra foam board used to fill the box for shipping. This is what everyone in the picture framing industry does, without a full box, the freight carrier will damage the product. We have been doing business this way for over 25 years without any of our 800 customers complaining. The $7.50 was for an invoice that he hadn't paid for on 04-09-2013. It was not for a duplicate charge, we don't run credit card for less than $25.00, so we just waited for his next invoice to apply the charge to his card. He was told this. The shipping charges come from UPS and what he doesn't tell you is that one of the boxes was an oversize box that has an up charge from them. We did not over charge him for the shipping. As for as the pricing differences, prices are subject to charge without notice, he may have called and received a price on the nail hole filler and later when he got around to actually buying the product the price had gone up. He has been refunded for the $16.44 and will keep the foam board that is used everyday in the framing business, that is equal to a $32.88 refund. He has received approximately 20% from us then he deserved. We seem to not be the only supplier he has a problem with, here is a quote from him. " I am spending about 1/4 of my time this past week putting out fires caused by venders/supplies" emailed on 4/30/2013 at 3:57 PM. [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID 9528027, and find that this resolution is satisfactory to me.

I have found a new supplier that does not play these games and it is not worth my time to push this any further.

Note: The other suppliers I have worked with DO NOT add new framing materials as packing material. They include cardboard at no extra charge.

I did NOT call in to order something and then later the price went up. I ordered on the internet and then was charged more when I came in to pick up the product. I'm so glad I don't have to deal with this business any more.

Regards,