Olympic Stove & Spas Inc

I will pursue sending the account to collections If a customer pays with a check at the time of service and changes their mind and cancels the check prior to contacting the service company, they have gone about things in the wrong manner
I have never said that I spoke with the tech and said he was confused This complaint has become a task of evading the truthThere would not be a reason to turn on a stove as the customer specifically stated the stove works fine, there is nothing wrong with it! The technician has stated that the claims of this customer are as she did not ask them to complete each task of cleaning, they simply carried out the service as necessary
I thank the Revdex.com for the service they provide and I respect their position This complaint is ridiculous, and the consumer has been offered a reduction in the service fee as a show of good faith They are the ones that cancelled a check, causing us additional book keeping, they didn't even call to discuss their concerns prior to the cancellation of the check and the information they are providing is not correct If they choose not to pay the reduced annual maintenance charge along with the return check charge of $we will have our collection agency handle the collection attemptsThey have until September 7th to submit payment or it will go to collection We will not entertain anymore dispute on this case

The customer was quoted that if it is only a pilot lighting, we would only charge a $pilot lighting fee However the first price quoted was for a service call of $ When our technician arrived the gas valve was in the OFF positionThe tech tried to move the knob, but it would not budge, he tighteded fittings and tried again Moving on with the service he contacted the distributor to discuss the problem and eventually got a response after the distributor spoke with the manufacturer I also spent time to identify the part number and research the availability of a replacement part It was more than a pilot lighting, we put did trouble shooting for solution ot the issue It is too bad that the manufacturer no longer had parts available but I don't control that We were called to do a service and provide a solution and time was invested to do this The *** stands at $ I have been in this industry for over years and when a customer calls for service and a service is provided there is a fee that is charged I did quote the $for a service call when the customer called to schedule and I said if it is just a pilot lighting I would discount the *** to $that was not the case Thank you for the opportunity to explain

Complaint: [redacted]I am rejecting this response because: Her statement is untrue.  I did complain to the technician about the service when he came out on July 8th.  I called the business owner on that following Monday July 11th at 9:00am (2 days later not weeks as she stated in her response), and I told her about my complaints.  The owner originally said she had spoken to her tech and the tech said he was confused about what type of service he was there to perform.  On the 11th during our conversation she said she would bill me $25.00.  When I received the bill for $172.54 I called as I thought this issue was resolved.  She was extremely rude and insulted me and she did again in her response.  I always pay my bills, I have never done this to any other business, and to insinuate I am lying is insulting.   I value my credit and my reputation in my community.   Again, I called for a regular maintenance service which was not performed.  I had to ask the tech if he would clean the pipe, if he would take the front few piece apart to clean, clean the window and change the gasket (all things the previous company had preformed) .   The only thing he did after my complaint was go outside and clean the pipe.   Again this was all discussed 2 days after the service, not weeks.   The tech never even turned on the pellet stove to make sure it was running.  Don't you usually turn on the item you are there to repair or service?  I'm not sure why she keeps bringing up deer, I did not feed any deer with the technician, there must have been deer in my yard.
I offered her $75 more than she stated said I would be billed and this is how I am treated?.  If you read my original complaint you will see she is not telling the correct story. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:The owner has misrepresented the initial call for service, as stated in our original complaint. She was told that the pilot would light but the burners wouldn't ignite. She stated that simply clearing the lines would take less than 30 min. and charge would be $75.  there was no discussion about lighting the pilot because at the time of our call that wasn't an issue.  We will be sending $75 for the service call. It took their employee less than 30 min. to determine he couldn't turn the control to the pilot position.  He obviously didn't know enough about the valve to tell us it was faulty. He spent the remainder of his time, presumably, contacting someone who could tell him the valve was bad. He didn't ask if we wanted him to pursue the matter with [redacted].  Had he told us the valve was bad after he looked at it we would have ended the service call in far less than 30 minutes.  Thank you for your assistance in this matter.  Sincerely,[redacted] & [redacted]

Customer contacted us for a service call, they stated they couldn't get their gas stove to light and that both they and their son had tried repeatedly.  This told me that unsuccessful attempts where made and could have cause additional damage to the valve.  Our technician went out and...

accessed the problem (he was equipped with tools, initiallly he only brought in a drill in case any disassembly would be required to get the the pilot assembly etc.) Being as that the valve wouldn't even move from the off position to pilot position to attempt lighting it was not possible to light.  The valve is required to be in a pilot position to spark ignite the pilot.  He called our distributor for [redacted] Group and since the stove a [redacted] Casting Pinnacle was discontinued they needed to contact the most recent company that purchased the [redacted]  The return call from the technical department at [redacted] advised that the findings result in a bad valve that would need replacement.  I continued to do research on the available of a replacement valve and was advised that the valve for the VC Pinnacle is no longer available and they did not make a retro fit valve for this unit.  I in turn let the customer know of our findings and on the service invoice made an offer that if they decided to purchase a replacement stove within a 60 day period that I would credit the service call. On May 27th they mailed a letter saying they didn't expect a [redacted] and the rest of the letters content went on to discredit our company.  On May 29th, my technician called them to discuss the findings and they refused to speak to us via phone conversation.  I have attached a copy of the letter I mailed to them on June 7th, 2015 along with a copy of the work order invoice.  The invoice for our service and research into possible replacement parts is valid and if they choose not to pay for a service that they called us to do and we did, will stand.  I am sorry that the company [redacted] the manufacturer has changed hands several times in the last 20 years, but it could be the result of parts no longer being available and the reason they did not make a retro fit valve part available.  I will send the customer to collection for this bill.  As a good will gesture I even offered if they decided to replace the unit and they purchased from us that I would credit the invoice.  What more can be expected, we don't work for free and because the result was not what they wanted to hear doesn't void the necessity for payment of service rendered.
 
[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[redacted]..

We received a request for a pellet stove cleaning on a Quadrafire pellet stove.  Customer stated that there was nothing wrong with the stove, just wanted a cleaning.  Service was scheduled and performed.  According to my technician and his helper they did the routine cleaning with out...

the home owner asking for each step to be performed. Included in the cleaning was the exhaust vent being cleaned.  When service was complete home owner wrote a check for the service, with out any complaints.  She even went so far as to show the techs the deer that frequent her back yard and feed the deer together.  
A few days later I received a call that her husband had cancelled the check with out so much as a call to discuss his concern.  I told the home owner that was not a favorable solution as the cancelled check will incur a fee that I am obligated to pay.  I spoke to my technician who has been working in this field for over 20 years and he explained the work performed was without question by the home owner.  I rebilled the invoice to include a $10. bank fee, not a $25. fee.  Weeks later she phoned and said she felt she should pay something, but not the $149. fee (with tax was $161.67).  Then she offered $100. I told her I would reduce it to $125. plus bank fee and tax, she said she was recording the conversation and that is when I stated, that doesn't mean anything to me as I don't owe her the money, she owes Olympic Stove and Spa the money, then she said I would be hearing from her attorney, and I said that is fine, I will send the account to collection.  If she wrote out a check at the time of service for the quoted amount and didn't have a problem paying, why then is it okay for she or her husband to cancel a check for services rendered?  I have attached a copy of both of the billing notices that were sent to them.  I did offer a resolution and she refused.  What I have found in business is that if a customer will do this to one business, they most likely have practiced it before.

Complaint: [redacted]I am rejecting this response because:To correct statements made by Olympic Stove & Spas, Inc.  We did not refuse to speak to the technician on May 29.  We were out of town in Olympia, WA for appts. and only heard his message via voice mail upon our return.  We did expect a [redacted] for the service, but in the amount of $75. which the owner had quoted when the appt. was made.  We believe the time spent by the technician falls under that service agreement and not the added charge that was billed.  If the business owner would agree to this adjustment we will pay the amount without further delay.Sincerely,[redacted] & [redacted]