New York Life Insurance Company (New York Life)

When we respond to a call for service, we charge adiagnostic charge which covers the cost of sending a technician to a customer’shome and spending the time necessary to evaluate and diagnose the problem We charge a fair price for this and it isdisclosed to the customer at the time the appointment is made.In this case, we found that due to the age of thiscustomer’s system, we recommended replacement not a repair However, the type of replacement required isbeyond our area of expertise This does not change the fact that we sent a technician to [redacted] home to diagnose the problem which is what we charged him for The customer’s statements are inaccurate and are hisemotional account He also threatened topost bad online reviews if we didn’t refund his money for the diagnosticcharge.We will refund his money in order to end this but itsunfortunate that people resort to these tactics in order to take advantage ofcompanies like ours.Tell us why here

We responded to a service call and diagnosed the problemThe fee for the diagnosis is $plus taxThe customer then requested a quote for the relocation of his existing equipment along with the required repairThe office misunderstood the scope of work and under quoted the jobWhen we realized the potential mistake, we sent a foreman to the job to create a new estimateWe understand that this might not sit well with the customerWe would be happy to return the diagnosis feeWe apologize for any misunderstanding or confusion

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 and the matter has been resolved Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]The business DID issue a refundThat's greatUnfortunate that it took a Revdex.com complaint, an [redacted] complaint (where they connected to me), and a dispute with [redacted] to get them to act properlyBut glad they issued the refundThe original request also sought that they change their behaviorTheir response indicates a complete denial of the situationMy account is in no way inaccurate (quite the opposite: it is laden with detailed facts) and while I suspect everyone has emotions, hard to not be upset about a business that yells at you for issues that are entirely their own faultPretty ridiculous.Since they did not meet the full list of actions and deny the situation, I reject their response and the Revdex.com should push to notify future consumers of the issues in this business In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We are sorry for any inconvenience or confusion with our service. As you can see we responded promptly to the service request. The faulty part required is a major repair. Although we did not install the unit, we are able to process the paperwork, secure the replacement part and
materials and perform the repair. The scheduling of this was one month out to allow for the time required to get the parts and proper scheduling. This is a long period of time and we understand the frustration. It is still no excuse for verbal abuse and foul language to our staff. We will gladly refund her $450. This is the first we are hearing of a request for a refund. *** *** could have requested the refund from us directly and we would have accommodated her

We responded to a request for service to the customers central air system that was not cooling enoughThe technician discovered that the system had multiple issues which included refrigerant loss and intermittent failure of response of the thermostatThe customer agreed to the findings at the time
and approved the charges associated with the repairs to get their system to work properlyThe customer then called days later to complain about the price of the thermostat and then added that they felt that they didn't believe that there was any issue with their original thermostat and requested to have that one put back inThe original thermostat had already been discarded so it was impossible to re-install it as the customer had requestedHowever, if the customer feels as though the new thermostat was not necessary, we will refund the charge they paid for the thermostat

When we respond to a call for service, we charge adiagnostic charge which covers the cost of sending a technician to a customer’shome and spending the time necessary to evaluate and diagnose the problem.  We charge a fair price for this and it isdisclosed to the customer at the time the...

appointment is made.In this case, we found that due to the age of thiscustomer’s system, we recommended replacement not a repair.  However, the type of replacement required isbeyond our normal area of expertise.  This does not change the fact that we sent a technician to [redacted]home to diagnose the problem which is what we charged him for.  The customer’s statements are inaccurate and are hisemotional account.  He also threatened topost bad online reviews if we didn’t refund his money for the diagnosticcharge.We will refund his money in order to end this but itsunfortunate that people resort to these tactics in order to take advantage ofcompanies like ours.Tell us why here...

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 and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]1. The business DID issue a refund. That's great. Unfortunate that it took a Revdex.com complaint, an [redacted] complaint (where they connected to me), and a dispute with [redacted] to get them to act properly. But glad they issued the refund.2. The original request also sought that they change their behavior. Their response indicates a complete denial of the situation. My account is in no way inaccurate (quite the opposite: it is laden with detailed facts) and while I suspect everyone has emotions, hard to not be upset about a business that yells at you for issues that are entirely their own fault. Pretty ridiculous.Since they did not meet the full list of actions and deny the situation, I reject their response and the Revdex.com should push to notify future consumers of the issues in this business.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We responded to a service call and diagnosed the problem. The fee for the diagnosis is $139.00 plus tax. The customer then requested a quote for the relocation of his existing equipment along with the required repair. The office misunderstood the scope of work and under quoted the job. When we...

realized the potential mistake, we sent a foreman to the job to create a new estimate. We understand that this might not sit well with the customer. We would be happy to return the diagnosis fee. We apologize for any misunderstanding or confusion.

Revdex.com: I would like to WITHDRAW complaint ID [redacted].
I spoke to a representative at T.F. O'Brien, and there was a misunderstanding between both parties and the issue has been resolved.   Thank you for your efforts.  Please close complaint ID [redacted], and mark as resolved.
Sincerely,
[redacted]