New Hope Heating & Air, Inc.

Initial Business Response /* (1000, 5, 2016/11/12) */
To be clear, the consumer who is filing this complaint was a part of a group of 3 total, all of whom ordered Mahi Mahi fish dinners. One of the three diners ate her fish dinner in its entirety and without consequence. The consumer and the...

other diner ate their vegetables, startch, bread and butter. At the end of the meal the consumer who is complaining said that two of the fish dinners were spoiled, fishy. When the Lounge Manager/Server offered to make two more fish dinners, the consumer said it was too late for that. Then, as other diners attested, the consumer in a loud, commanding and verbally abusive nature commanded the Manager Server to give them two pasta entrees to go and also informed that they would be deduction [redacted] from their bill because they were not going to pay for 2 of the 3 fish dinners. The Manager informed that the meals were not spoiled and that she would not be providing two complimentary dinners for the consumer to take home.However, the Manager Server DID wrap up the leftovers of the two uneaten Mahi dinners for the consumer and her friend to take home, which they eventually did. However, still the consumer refused to pay her bill and began making a scene in the lounge to the point that disturbed diners were complaining to the Manager. Then, the Manager Server told the consumer who refused to pay her bill that she had no choice but to call the Munster Police. The consumer got in her vehicle and left the Cafe, however, was detained by police a block down. She was escorted back to the Cafe and was instructed by police that she must pay her bill which finally, she did. The staff gave the consumer by cell phone number and I returned her call when she left a voice mail message. She voiced her perspective on the matter which caused me to ask her for more time so I could get more detail. I spoke to the Chef who informed me that the fish came in fresh that morning from Sysco Foods and that over 30 orders of Mahi from that batch had been served with no incident. The Host when questioned stated that he was embarassed for the consumer for her inappropriate behavior. The Manager Server was flustered, trying everything to make the consumer happy. I called the consumer back for the third time to let her know that after much investigating and thought it was best that she not patronize the Cafe since we will not serve her. That was when the consumer informed me that she is a teacher and that she knows "higher ups" and that she was going to report us and that we would greatly regret the way this was handled. We take much pride in what we do. Rarely, do we get consumer complaints and if we do things are taken quite seriously. Our team of Chefs and Servers are career food service personnel who have been with me some of them for close to 30 years. For me, this is not about the money it is about the inappropriate behavior of this consumer. We must treat our consumers fairly and without discrimination. We follow standard protocol When the consumer said to me on the phone,"pasta is cheap, it doesn't cost you anything, it's no big deal for you to 'substitute'."I had had enough. Everyone knows they must pay for what they order. If something is spoiled, there's an exception. The third consumer at the table ate her dinner from the same batch of fish and without consequence. The police who tracked the consumer down when trying to dine and dash said the consumer is obligated to pay her bill. I request that the consumer does not ever return to Cafe Borgia.
Initial Consumer Rebuttal /* (3000, 7, 2016/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me start out by saying that the owner's account is full of fabrications! We are three college educated ladies that met to enjoy a night out for dinner. (We are NOT diners and dashers!) When we received our fish that tasted funny, we waited for some time before finally getting the server's attention. She was busy helping other tables. When we finally did get her attention, THE SERVER said, "I wish you would have said something sooner". That's when we told her that we were trying to get her attention but she was busy. She NEVER once came by our table to see how the meal was. She never once offered to cook us another meal. She never once offered to make the situation right. She said she would bring us some pasta but we would have to pay for it. The girl who did eat her meal also complained that is tasted fishy but yes, she did eat hers and paid for it. The other girl did eat her sides that came with the fish which is why she asked if she could have more of the pasta on the side that she liked in place of the fish. My plate was not touched at all other than the first bite of fish I took. The reality is that we did not want to risk getting sick from the fish so we did not eat it. As I told the owner, the situation could have been handled so much better by the server. We informed the server that we did not feel we had to pay for a meal we did not eat. We never raised our voices. We never demanded that she box us another meal, nor did we ask to have the fish boxed at the time. We simply said we did not intend on paying for the meal. She replied, "You do what you feel you need to do". We left money on the table for everything but the two meals we did not eat. As we were walking out, the server yelled, "Call the police!". If the establishment has cameras, I urge (the owner) to view them. One member of our party waited inside for the police to arrive, the other two waited outside. We waited for some time and the police never came so we left. On our way out of the parking lot we saw the police and gladly pulled over and went back to the restaurant to resolve our complaint. Yes, the police said that since we ordered the fish and were served the fish that we had to pay for it by law whether it was bad or not. It was then that we asked for our food to be boxed if we had to pay for it! On a side note, the police officer did talk to us outside and thought the whole thing was ridiculous and didn't think that we should have been charged but unfortunately it is the law. There was no inappropriate behavior on our parts. In my three conversations with the owner she was anything but pleasant to talk to. I never said I was a school teacher! I did say that I have been in the customer service industry for over 30 years and have never experienced such poor customer service in my life. After speaking with the owner, I decided to go on Yelp and rate their establishment. (At this point more so based on the lack of customer service more than the spoiled food) It was then that I saw other complaints about customers that were served burnt food and had to pay for it. I decided to take my complaint to the Revdex.com. Good customer service is so important for repeat business. Yes, I did tell the owner that pasta is cheap only to imply that in place of the bad fish we just wanted more of the pasta that came with the dish. That was not much to ask for to make the situation right and keep your customer happy. I am appalled at how elevated this has become. And more shocked at the behavior of the owner. I can see at this point, there is no intention of the owner apologizing and making the situation right. However, I have and will continue to tell others of the horrible experience I had at their establishment in hopes that others don't go through what we did.
Final Business Response /* (4000, 9, 2016/11/15) */
The consumer received what she ordered and paid for with the assistance of the Munster Police Department bringing her back to the Cafe to do so. The food was not spoiled. As the consumer informs, the third party at the table ordered and ate the same full Mahi Mahi dinner and without consequence. Over 30 orders of that same fish dinner were served that evening and from the same batch of Mahi that was delivered that morning. There were no calls of any kind or complaints of any nature relating to spoilage of the Mahi. I appreciate that the consumer offers to spread the word that diners are expected to pay for what they order at Cafe Borgia. Unfortunately, this consumer chooses to do so in a hostile and threatening manner. In addition, we have taken her word for the dinner that the second guest at the table didn't eat, however, took home, as well. Finally, this consumer is no longer allowed to patronize Cafe Borgia because of the disruption that she caused our operation on the evening described. Never is it a good feeling to have a dissatisfied diner, however, it is impossible to make everyone happy.

Asked company to send salesman to give price on new gas heat pack unit and removing old 40 year system. During the visit - salesman never referred that New Hope would have to be my gas company for the first 6 months. I continued to call current gas company to bring larger tank and do line work underneath the home. Both companies have stuck me in the middle and one refuses to fix items on the County Inspectors list that have failed inspection. Each company is bad mouthing the other and I've paid both companies what they are due - but neither will come to fix the issues on the failed inspector's list.Product_Or_Service: [redacted] Gas packOrder_Number: Inv Number [redacted]Desired SettlementI want EACH company to stop bad mouthing the other and GET ME OUT of the MIDDLE and get my home heating to pass inspection along with the damage that was done underneath the home to the vapor barrier and the water damage that has been created by the hole in the foundation wall for the wiring not being waterproofed or rodent proofed. Because each are saying they're not fixing this and not fixing that - its not my problem they say - its your other company - I'm in a mess with sloppy work Business Response /[redacted]/ North Carolina requires permits for gas piping, heating and air conditioning and electrical connections. We installed a heating system. Mrs [redacted]'s gas company did the gas piping. The county inspector failed the gas company's work. We did not do the gas piping, therefore it was not our responsibility to correct what the other company did. (she was told that if she were a customer of our sister company "New Hope Gas Company, Inc) that we would correct the problem, but she declined. Therefore the responsibility to correct the problem remained with her gas company. Once the inspection department saw the gas piping was performed without a permit, they were going to catch the installing company and require that they get a permit and correct the problems. We are sorry for the inconvenience for Mrs [redacted] and for her gas company. I feel certain her gas company did a leak check using soap bubbles, it's just that the inspections department will not accept that. They require a pressure test. Final Consumer Response /[redacted]/There were 7 items on the inspectors list - only 2 were for for the gas company. So New Hope is saying they are not going to fix the items that ARE their responsibility - Label Circuit Breaker - Seal around hole for rodent proofing & water proofing done by the electrical man sent to my home by New Hope , Staple wiring under home every 3 1/2 feet which is lagging & hanging , pamplet needed for carbon monoxide detector ---- None of this has to do the gas company.Also - I purchased this unit from New Hope - no one told me I had to get a permit or that I needed to make certain the other gas company needed to get a permit. A LOT WAS LEFT OUT OF THE CONVERSATIONS - and still a lot is being left out.I have NOT declined this company to fix their problems on the inspectors sheet. I simply told them I'd be back in touch when I calmed downw and could figure out WHO was going to help me with these problems - I NEVER DECLINED.The inconveniences you speak about were caused by your lack of total communicationn and explanation of your sales person [redacted] Now I'm stuck - and you know what you need to do to correct your problems with this inspection - why have you not been and corrected them - its been exactly one month since we spoke.Final Business Response /[redacted]/After speaking with [redacted] I learned that New Hope Heating and Air only needed to leave a pamphlet for the smoke detector and this has been located and will be delivered to the inspector today. Sutton's electrical had a couple of items to do, and they have been accomplished. Tidewater needed to correct items on gas piping. Once they have been completed the inspector will return and sign off. The homeowner does not need to get permits for anything. All companies in business know that they are responsible for getting permits. Mrs [redacted] is not responsible for any of these things and will not be "stuck". The gas company, Tide water may be running behind as the weather is cold and their service personnel are probably backed up.

Contract not honoring We bought a [redacted] package heat & air unit from New hope in 09/17/2007, We had a contract signed by my husband and me and New hope 12 year warranty on 24 hour emergency , Labor , Parts , we had problem with the unit , they came out many times to service this unit , New hope then told us it had a default and they was going to switch it out on a [redacted] 4 ton Unit, the warranty was the same on this unit and no new contract / warranty was given . [redacted] tag was$ 7,950.50 now we are. Having trouble with the other unit they came out in June said it was the freon we was charged $363.01 for I think 7lbs , and now we are having problems again . Service man came out on 9/20/15 said it was a TXV valve and a Amb sensor M# [redacted] the price he gave me on paper was $1,492.00 that was the cost of labor because they warranty for this [redacted] only covers parts , so when he left I called my husband and on Monday He called and talked with[redacted] and the [redacted] he was told about the warranty on the [redacted] he explain he only had paper work on the[redacted] the contract was the same as the[redacted] no new contract was written everything was covered under that , [redacted] told him its was not , I could not find my old contract at 1st and they claimed they could not find anything on file from us . I came home found our contract call them back was told that was the old one they had it but it was no good because it was to they [redacted] , this went on for 3 days , I have my 80 year old mother and our son who has asthma . At night my house was 86 degrees ,I called another company they came out today 9/23/2015, and the only thing was freon again and he only charged me $150.00 , I called New hope on 09/23/2015 told them what the other company had found I talked with [redacted] she was shocked that, I found out about the warranty and what the service price he gave me , then she said the price was 544. She gave him the wrong quote , This Company did not honor the only contract we had , no other contract was written and because they did not register our [redacted] we have lost 5 years per [redacted] New Hope was suppose to Rigister our unit , oh that's one thing [redacted] told me it was our responsibility as I explain to her we did not get a new contract or warranty , we was told by new hope service man it was all the same , , they claim paper work was done on it but can not find it , I Told [redacted] you can not find what was never written . If any Contract comes up from 2012 is a fraud . Desired SettlementClear out our account with them and pay back the 150.00 we paid today to the other company . Business Response [redacted] refused to honor the labor warranty of their previous unit (for their own reasons), so considering the problems with the [redacted] and the frustrations of the customer, New Hope gave this customer a brand new [redacted] unit (with full warranty) at no cost to them (6 years after the fact). We've already surrendered our profit many times over trying to get their [redacted] working and finally buying them the new unit. Legally we should have just let them take [redacted] to court for recompense. We tried to be helpful so the customer is assuming that we are responsible, when in reality we were just trying to do them right since we sold that unit to them. We have nothing left to offer this customer except good customer service. They still have a full 10 year warranty on parts for their [redacted] unit. We do not carry the warranty's on any of the units we sell, and we never have, we are not responsible for each individual brand's methodology for honoring warranty, we simply act through them. The warranty's are 100% belonging to and are honored by the manufacturer of the units.