M.W. Donnelly, Inc.

Hello We issued refund check #*** on December 5th in the amount of $If Mrand Mrs*** do not receive this check via the USPS by Friday, 12/16/16, please let us know, and we will stop pay and reissue the refund
Sincerely,
*** ***
Donnelly's Plumbing Heating and Cooling

Revdex.com,
Please see MrDonnelly's email response below We will be issuing Refund Check #*** to *** this week in the amount of $We will be sending *** the warranty $ in full and the manufacturer's documentation when it arrives
Thank you,
Jennifer F*
Donnelly's
-------------------
Thank you, ***I
am glad that we could come to a fair resolution. I will contact you when the manufacturer's reimbursement
arrives and send to you the complete reimbursement & documentation.
Please contact me if I or my team can be of further service
to youSincerely,
Marty D***
-----Original Message-----
From: *** *** [mailto:d***@icloud.com]
Sent: Thursday, October 09, 2:PM
To: ***
Subject: Re: ***
Fair enoughI
will email you accordinglyUpon receipt, I will update postings complaint to
reflect a satisfactory resolution and remove postingsPlease notify me once
you receive manufacturer refundI understand per your prior email, this can
take up to months so I am hopeful this too will be resolved by December 1st
Thank you
On Oct 9, 2014,
at 2:PM, *** wrote:
> Thank you,
***. I will see that you are refunded
$420. A check will be issued to you
this week.
>
> When the
warranty paperwork is returned to us, I will send to you the warranty $ and the
complete documentation from the manufacturer.
I believe the reimbursement for the coil will be approximately $
>
> Please
e-mail me when the refund arrives.
>
> Thank you,
> Marty
D***
>
>
-----Original Message-----
> From: ***
*** [mailto:***]
> Sent:
Thursday, October 09, 11:AM
> To: ***
> Subject:
Re: ***
>
> Mr Donnelly,
>
> Unaware of
your pricing model, it is difficult for me to place a value on your time vs
materialRecognizing there was some material cost with your first visit, I was initially looking for a fair
resolution (refund of service charge portion) given the circumstances and your
company's guarantee
>
> Because you
and your office manager have shifted the burden to me of placing a value on
this situation, I then request a full refund in the amount of $and a
written statement as to the dollar amount of the warranty refund to follow
>
> Upon receipt,
I will consist this matter closed
>
> Thank you
> ***
***
>
>
> On Oct 8,
2014, at 9:AM, *** wrote:
>
>> ***,
>> I read
your updated review this morning. I am
sad to hear that you are not happy with our service or our exchange.
>> We have
a 100% satisfaction guarantee. I will do
whatever it takes to see that you are satisfied>> What do
you think would be a fair solution to this challenge?
>>
>> Marty
D***
>>
>>
>>
-----Original Message-----
>> From: ***
*** [mailto:***
>> Sent:
Tuesday, October 07, 4:PM
>> To: ***
>>
Subject: Re: ***
>>
>> Thank
youYour recap is as I outlinedDisappointed you don't value our continued
relationshipBut not surprisedI have found it quite a challenge to find a
reliable, honest, competent HVAC provider for my homes and
businesses/warehouses
>>
>> Sent
from my ***
>>
>>> On
Oct 7, 2014, at 4:PM, *** wrote:
>>>
>>>
***,
>>>
>>>
Thank you for your kind words about our technician, Rob. He appreciated it. After doing some reseach with him, here is my
explanation:
>>>
>>> For
the $420, Rob performed a service & used the necessary time and materials
to get your unit back up and running.
An HVAC unit has many components, and leaks can be very difficult to
locate. Rob used a dye pack with fresh
refridgerant so that we could pin-point the leak. The problem could have been a bad line set,
bad valves, shrader valve, condenser, etc.
>>>
>>> The
defective part was the Condenser coil.
However, it still is under the manufacturer's warranty.
>>>
>>> We
fully anticipate a refund from the manufacturer for the defective part. We have every intention of passing that along
to you. In addition, we will also
provide you with the manufacturer's paperwork.
We usually receive refunds on equipment within months
>>>
>>> I
will see that this is promptly passed along to you.
>>>
>>> We
stand behind our word
>>>
>>> I
hope this answers any of your concerns.
If not, I welcome you to please contact me>>>
>>>
Sincerely,
>>>
>>>
Marty D***
>>>
-----Original Message-----
>>>
From: *** *** [mailto:d***@***]
>>>
Sent: Friday, October 03, 3:PM
>>> To:
***
>>>
Subject: Re: ***
>>>
>>> I
appreciate you following up Marty
>>>
>>>
Sent from my iPhone
>>>
>>>>
On Oct 3, 2014, at 3:PM, *** wrote:
>>>>
>>>>
***,
>>>>
Thank you for bringing this to my attention.
I've received your response & read it. I'm gathering all of the paperwork, and I am
going to get to the bottom of this>>>>
>>>>
It's Friday at 3:25. I will be back to
you by Tuesday at this time.
>>>>
>>>>
I am certain that this will come to a positive outcome.
>>>>
>>>>
Thank you,
>>>>
Marty D***
>>>>
President
>>>>
Donnelly's Plumbing, Heating, & Cooling
>>>>
>>>>
>>>>
-----Original Message-----
>>>>
From: *** *** [mailto:***]
>>>>
Sent: Friday, October 03, 2:PM
>>>>
To: ***
>>>>
Subject: ***
>>>>
>>>>
Hi Marty - Thanks for reaching you to meMy comments were summed up in my
posting.
>>>>
>>>>
I had you guys (Rob) come out for service on year old *** AC unit a few
weeks agoUnit was recharged with dye pack at cost of $Worked a couple
days and I went away for over a week on vacationUpon returning, turned on AC
and wasn't cooling again.
>>>>
>>>>
Called your office and service call was set up for days laterInitially, was
not happy with having to wait that long for something I already paid to have
fixedFelt I should have been given more priority service. When Rob finally came back, problem
immediately diagnosed as leak in evaporator coil requiring coil replacement of
$2,I immediately questioned why with years old unit and he said it
happensWas told "coils poorly manufactured in Mexico." Huh?
>>>>
>>>>
Then, inquired about warranty of replacement part because entire AC system
(inside and outside) was only years oldRob talked to "parts
manager" and he was told " we [Donnelly] will send coil back to ***
and if we [Donnelly] get a refund, they
will send to you [***]".
Again, that doesn't bode well with me.
I've since contacted another HVAC company and they indicated the
warranty part should have not been charged to meSuggested at this point, I
probably will never hear anything in follow-up
>>>>
So, now I have a couple issues1.) not sure if I will ever really will see any
money actually refunded from warranty part as indicated ? 2.) why the initial charge of $wasn't
deducted from my final bill. If the
problem was so easily diagnosed, not sure why problem was not identified and
rectified during first visit avoiding this unnecessary chargeI understand
things may not always go according to plan but feel that it was unfair not to
credit me the initial $(or at least a portion) for something that was
useless >>>>
For what its worth, I really liked RobQuality young manBut the outcome was
disappointing. Hope this offers some
insight to my frustrations>>>>
>>>>
With Regards,
>>>>
>>>>
*** ***
>>>>
*** *** *** *** ***
>>>> *** ** ***

Hello,We performed the authorize work on 12/24/14 for the approved amount of $1094.70.  
Per verbal agreement with [redacted], we refunded $150.00 back to his [redacted] on 12/30/14.
Per this filing, we have refunded an additional $135.00 to [redacted]'s [redacted] on 2/26/15....

 
The total amount charged to [redacted]'s [redacted] for the work performed on 12/24/14 is $809.70.  Receipts for the refund are attached.
Please contact us with any questions.
Thank you,
Donnelly's

[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.]
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're sorry to hear of Mr. and Mrs. [redacted]'s dissatisfaction.  On Saturday, Mrs. [redacted] contacted us on [redacted] to express her dissatisfaction.  We responded to her review and asked her to contact the owner directly by email with more details.  In the meantime, our...

technician, Travis, was out to repair the Mini Split system that Saturday, to which the repair was completed.  On Sunday, 11/27/16, Mr. and Mrs. [redacted] contacted the owner, Marty Donnelly, by email with her details.  Mr. Donnelly responded on Monday, 11/28, with acknowledgement of the contact and again on Tuesday, 11/29, with resolution.  That email is attached.  Donnelly's processed the refund for the $99 Gold Star Agreement per her request on 11/30/16.  This check was issued on 12/5/16, check #[redacted], in the amount of $99.00.  Please contact us if we can be of any further assistance.
Sincerely,
[redacted]
HR Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
I appreciate your assistance in mediating this matter. As indicated within Donnelly's response, no offer of restitution has been made. I reached out repeatedly seeking an amicable resolution. Initially, I was only asking for this company to stand by their orginal diagnosis and be fair with me by offering a refund to their service charge fee. Since they refuse to quantify the service charge and insist on me dictating the terms of a fair settlement, I respectfully request a full refund then in the amount of the $420 and a written statement indicating the anticipated amount and anticipated timeline of the warranty refund they have promised. Thank you. 
Regards,
[redacted]

Revdex.com,
Below is the exchange between our customer & Mr. Donnelly, President & Owner of MW Donnelly Inc.
As Mr. Donnelly stated below, it...

is our intention to see that this issue is resolved to the customer's satisfaction.  We are awaiting the customer's response to see what a fair resolution would be.  
Once we hear from him, we will gladly do whatever it takes to provide him with 100% satisfaction.
Thank you,
Jennifer F[redacted]
Marketing & Human Resources Manager
-----Original Message-----
From: [redacted]
Sent: Wednesday, October 08, 2014 9:45 AM
To: '[redacted]'
Subject: RE: [redacted],
I read your
updated review this morning.  I am sad to
hear that you are not happy with our service or our exchange. 
We have a 100%
satisfaction guarantee.  I will do
whatever it takes to see that you are satisfied.
What do you
think would be a fair solution to this challenge? 
Marty D[redacted]
-----Original
Message-----
From: [redacted] [mailto:[redacted]]
Sent: Tuesday,
October 07, 2014 4:40 PM
To: [redacted]
Subject: Re:
[redacted]
Thank you. Your
recap is as I outlined. Disappointed you don't value our continued
relationship. But not surprised. I have found it quite a challenge to find a
reliable, honest, competent HVAC provider for my homes and
businesses/warehouses.
Sent from my
[redacted]
> On Oct 7,
2014, at 4:25 PM, [redacted] <[redacted]> wrote:
>
> [redacted],
>
> Thank you
for your kind words about our technician, Rob. 
He appreciated it.  After doing
some research with him, here is my explanation:
 
> For the
$420, Rob performed a service & used the necessary time and materials to
get your unit back up and running.   An
HVAC unit has many components, and leaks can be very difficult to locate.  Rob used a dye pack with fresh refrigerant
so that we could pin-point the leak.  
The problem could have been a bad line set, bad valves, shrader valve,
condenser,  etc.  
>
> The
defective part was the Condenser coil. 
However, it still is under the manufacturer's warranty.  
>
> We fully
anticipate a refund from the manufacturer for the defective part.  We have every intention of passing that along
to you.   In addition, we will also
provide you with the manufacturer's paperwork. 
We usually receive refunds on equipment within 2 months.
>
> I will see
that this is promptly passed along to you.  
>
> We stand
behind our word.
>
> I hope this
answers any of your concerns.  If not, I
welcome you to please contact me.
>
> Sincerely,
>
> Marty
D[redacted]
>
>
>
>
-----Original Message-----
> From: [redacted] [mailto:[redacted]]
> Sent:
Friday, October 03, 2014 3:46 PM
> To: [redacted]
> Subject:
Re: [redacted]
>
> I
appreciate you following up Marty.
>
> Sent from
my [redacted]
>
>> On Oct
3, 2014, at 3:26 PM, [redacted] <[redacted]> wrote:
>>
>> [redacted],
>>
>> Thank
you for bringing this to my attention. 
I've received your response & read it.  I'm gathering all of the paperwork, and I am
going to get to the bottom of this.
>>
>> It's
Friday at 3:25.  I will be back to you by
Tuesday at this time. 
>>
>> I am
certain that this will come to a positive outcome. 
>>
>> Thank
you,
>> Marty
D[redacted]
>>
President
>>
Donnelly's Plumbing, Heating, & Cooling
>>
>>
>>
-----Original Message-----
>> From:
[redacted] [mailto:[redacted]]
>> Sent:
Friday, October 03, 2014 2:00 PM
>> To: [redacted]
>>
Subject: [redacted]
>>
>> Hi
Marty - Thanks for reaching you to me. My comments were summed up in my
posting. 
>>
>> I had
you guys (Rob) come out for service on 2 year old [redacted] AC unit a few weeks
ago. Unit was recharged with dye pack at cost of $420. Worked a couple days and
I went away for over a week on vacation. Upon returning, turned on AC and
wasn't cooling again. 
>>
>> Called
your office and service call was set up for 4 days later. Initially, was not
happy with having to wait that long for something I already paid to have fixed.
Felt I should have been given more priority service.  When Rob finally came back, problem
immediately diagnosed as leak in evaporator coil requiring coil replacement of
$2,606. I immediately questioned why with 2 years old unit and he said it
happens. Was told "coils poorly manufactured in Mexico." Huh?
>>
>> Then,
inquired about warranty of replacement part because entire AC system (inside
and outside) was only 2 years old. Rob talked to "parts manager" and
he was told " we [Donnelly] will send coil back to [redacted] and if we
[Donnelly]  get a refund, they will send
to you [[redacted]]".  Again, that
doesn't bode well with me.  I've since
contacted another HVAC company and they indicated the warranty part should have
not been charged to me. Suggested at this point, I probably will never hear
anything in follow-up.
>>
>> So, now
I have a couple issues. 1.) not sure if I will ever really will see any money
actually refunded from warranty part as indicated ?  2.) why the initial charge of $420 wasn't
deducted from my final bill.  If the
problem was so easily diagnosed, not sure why problem was not identified and
rectified during first visit avoiding this unnecessary charge. I understand
things may not always go according to plan but feel that it was unfair not to
credit me the initial $420 (or at least a portion) for something that was
useless.
>>
>> For
what its worth, I really liked Rob. Quality young man. But the outcome was
disappointing.  Hope this offers some
insight to my frustrations.
>>
>> With
Regards,
>>
>> [redacted]
>> [redacted]
>>
[redacted]
>>

Revdex.com:
 
Check was received. 
Regards,
[redacted]

Owner, Marty D[redacted], replied to [redacted]. via [redacted] review on Sunday, 3/8.We have refunded [redacted] $39 in full back to his credit card ending in 9403 today, March 10th.
Someone from our contacted [redacted] by phone today.  [redacted]  [redacted] requested that we call back after...

3pm.

Review: Recently I called Donnelly for repair of a 2-year old AC unitWas charged $for repairAfter week, problem was backNo A/CPromptly called Donnelly backHad to now wait days for return service call without ACDuring first minutes of service call, technician now diagnosed problem as leaky coilRepair cost $2,
Asked why a years old AC unit required a new coilTechnicians only explanation was "it's pretty common as parts are made in Mexico"Not sure how that is suppose to make a homeowner feel any better?? I was unhappy at the double service charge for same repair
The owner reached out to me as a result of my dissatisfactionAfter "investigating", he offered no different explanation other than what I shared with himApparently, its his company's policy to do "trail and error" type repairs, at the customers expense, with no recourse when their initial repair doesn't solve the problem
Per their guarantee, I requested a (partial) refund for initial work performed and/or the service visit charge that did not solve my problem and I was denied
According to their website Donnelly's Delivers Quality Service You Can TrustWhether you need plumbing, heating or cooling service or repair, you can count on Donnelly's to do the job rightA family owned business, operating continuously since 1972, we take customer satisfaction very seriouslyIn fact, we guarantee it!
This is not at all consistent with my experience, even at the ownership levelThey seem to put a lot of effort in public relations and wanting to give the appearance they are responsive and care about customer satisfactionApparently, this is as long as you are willing to write multiple checks for the same repair and not ask any questions why
Bottom line is homeowners are not HVAC expertsThat is why we call these so-called professionals when we have a problemWe understand these repairs are complex and according to the owner himself "an HVAC unit has many components, and leaks can be very difficult to locate"But does that give these companies the license to bill multiple times until they are able to figure it out a problem? Donnelly believes so.Desired Settlement: The cost of the initial service should be refunded (or a partial amount)
Business
Response:
Revdex.com,Below is the exchange between our customer & MrDonnelly, President & Owner of MW Donnelly Inc.As MrDonnelly stated below, it is our intention to see that this issue is resolved to the customer's satisfactionWe are awaiting the customer's response to see what a fair resolution would beOnce we hear from him, we will gladly do whatever it takes to provide him with 100% satisfaction.Thank you,Jennifer F[redacted]Marketing & Human Resources Manager-----Original Message-----
From: [redacted]
Sent: Wednesday, October 08, 9:AM
To: '[redacted]'
Subject: RE: [redacted],
I read your
updated review this morningI am sad to
hear that you are not happy with our service or our exchange
We have a 100%
satisfaction guaranteeI will do
whatever it takes to see that you are satisfied
What do you
think would be a fair solution to this challenge?
Marty D[redacted]
-----Original
Message-----
From: [redacted] [mailto:[redacted]]
Sent: Tuesday,
October 07, 4:PM
To: [redacted]
Subject: Re:
Thank youYour
recap is as I outlinedDisappointed you don't value our continued
relationshipBut not surprisedI have found it quite a challenge to find a
reliable, honest, competent HVAC provider for my homes and
businesses/warehouses
Sent from my
> On Oct 7,
2014, at 4:PM, [redacted] <[redacted]> wrote:
>
> [redacted],
>
> Thank you
for your kind words about our technician, Rob
He appreciated itAfter doing
some research with him, here is my explanation:
> For the
$420, Rob performed a service & used the necessary time and materials to
get your unit back up and runningAn
HVAC unit has many components, and leaks can be very difficult to locateRob used a dye pack with fresh refrigerant
so that we could pin-point the leak
The problem could have been a bad line set, bad valves, shrader valve,
condenser, etc
>
> The
defective part was the Condenser coil
However, it still is under the manufacturer's warranty
>
> We fully
anticipate a refund from the manufacturer for the defective partWe have every intention of passing that along
to youIn addition, we will also
provide you with the manufacturer's paperwork
We usually receive refunds on equipment within months
>
> I will see
that this is promptly passed along to you
>
> We stand
behind our word
>
> I hope this
answers any of your concernsIf not, I
welcome you to please contact me
>
> Sincerely,
>
> Marty
D[redacted]
>
>
>
>
-----Original Message-----
> From: [redacted] [mailto:[redacted]]
> Sent:
Friday, October 03, 3:PM
> To: [redacted]
> Subject:
Re: [redacted]
>
> I
appreciate you following up Marty
>
> Sent from
my [redacted]
>
>> On Oct
3, 2014, at 3:PM, [redacted] <[redacted]> wrote:
>>
>> [redacted],
>>
>> Thank
you for bringing this to my attention
I've received your response & read itI'm gathering all of the paperwork, and I am
going to get to the bottom of this
>>
>> It's
Friday at 3:I will be back to you by
Tuesday at this time
>>
>> I am
certain that this will come to a positive outcome
>>
>> Thank
you,
>> Marty
D[redacted]
>>
President
>>
Donnelly's Plumbing, Heating, & Cooling
>>
>>
>>
-----Original Message-----
>> From:
[redacted] [mailto:[redacted]]
>> Sent:
Friday, October 03, 2:PM
>> To: [redacted]
>>
Subject: [redacted]
>>
>> Hi
Marty - Thanks for reaching you to meMy comments were summed up in my
posting
>>
>> I had
you guys (Rob) come out for service on year old [redacted] AC unit a few weeks
agoUnit was recharged with dye pack at cost of $Worked a couple days and
I went away for over a week on vacationUpon returning, turned on AC and
wasn't cooling again
>>
>> Called
your office and service call was set up for days laterInitially, was not
happy with having to wait that long for something I already paid to have fixed
Felt I should have been given more priority serviceWhen Rob finally came back, problem
immediately diagnosed as leak in evaporator coil requiring coil replacement of
$2,I immediately questioned why with years old unit and he said it
happensWas told "coils poorly manufactured in Mexico." Huh?
>>
>> Then,
inquired about warranty of replacement part because entire AC system (inside
and outside) was only years oldRob talked to "parts manager" and
he was told " we [Donnelly] will send coil back to [redacted] and if we
[Donnelly] get a refund, they will send
to you [[redacted]]"Again, that
doesn't bode well with meI've since
contacted another HVAC company and they indicated the warranty part should have
not been charged to meSuggested at this point, I probably will never hear
anything in foll>>
>> So, now
I have a couple issues1.) not sure if I will ever really will see any money
actually refunded from warranty part as indicated ? 2.) why the initial charge of $wasn't
deducted from my final billIf the
problem was so easily diagnosed, not sure why problem was not identified and
rectified during first visit avoiding this unnecessary chargeI understand
things may not always go according to plan but feel that it was unfair not to
credit me the initial $(or at least a portion) for something that was
useless
>>
>> For
what its worth, I really liked RobQuality young manBut the outcome was
disappointingHope this offers some
insight to my frustrations
>>
>> With
Regards,
>>
>> [redacted]
>> [redacted]
>>
>>
Consumer
Response:
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Review: [redacted]
I am rejecting this response because: