Patio World

[redacted] Please note that I have given this times the hour rule to calm down and give a fully accurate reviewPatio World has a giant sign that offers a full pallet price of square feet for $3.99/sq foot which is the only reason I was drawn to them in the first placeThey also have a sign listed on their counter offering a volume discount of 15% off when purchasing pallets or more...So naturally because I am not rich I designed my patio and walkway system with exact measurements to fit the stone without any waste and take advantage of their advertised discountsThis included pallets of stone with two walkways inches and inches in width plus a bbq area which all in all took almost eactly pallets plus I was going to be short a few bricks for the border colour "charcoal" The sales guy ensured me 100% that they always carry open stock so that I could come back and pick up what I needed...By the way their open stock price is higher than anyone else in town...I even showed the sales guy a drawing to scale with measurements and he ensured me that the stone would fit in as I plannedOne pallet was full of 4xinch charcoal for a border and the other was two pallets of "slate" which again I was ensured by the sales guy that those pallets would come in different sizes in equal parts/pallet to fit with my design and avoid waste which is cost in an already significantly expensive job....the puchase was made and delivery was supposed to be the next Tuesday per the sales guy who must think it's going to rain skittles when the clouds show up....Only after I realized that they didn't give me their advertised 15% volume discount which should have reduced my final total to before taxes from ${pallets at each} which is their advertised volume price...to make matters even greasier they not only ripped me on the volume discount they over charged me on the charcoal pallet for a total of which is over their advertised pallet price...so in total they charged me for pallets when their advertising suggests it should have been for a total rip off of 279.87....Now if this was the worst problem I would only be out $but unfortunately it's not...The delivery showed up the following Wednesday at p.mNot the Tuesday as promised...I can't speak for their installers as thank goodness I had someone else do the jobWhen my installers started the job in accordance with the drawing in order to maximize efficiency they noticed after nearly a pallet that the equal parts of the "slate" stone was not equalTo be exact there was extra medium sized stones vs the smaller and bigger stones...the medium sized stones don't allow for a straight measured patio unless they are mixed with equal parts of smaller and bigger stones...So part way into the job I called patio world and ended speaking with the boss man "Neil" and had the worlds most frustrating conversation with him"Neil" is the kind of guy who has never made a mistake in his life I mean just ask him...He blamed the screw up on me for taking on a job that I am not trained to doWhen I told him I had hired guys to do the job he blamed it on them and wouldn't accept the fact that I was promised something by his sales guy not him who he never even spoke to or checked with to find out...Even far worse [redacted] was the fact that he didn't even have any open stock in stock as was promised to make the exchange and finish the job....He again just blamed the installers for being incompetentBy the way in the end my installers who are not and will never be affiliated with patio world did a great job and I couldn't be happier with their work....so this is where this gets really greasyIn search for stone elsewhere so that the job could be finished I came to find out that patio world does not deal with [redacted] This was news to me as I figured that it was and that I could get matching stone anywhereAs it turned out nowhere else carries this "slate" stoneSo with a little dumb luck from [redacted] I found their supplier who is a manufacturer and believe it or not is a [redacted] ....now no slight to them as its a good thing that someone is providing competition to the big boys [redacted] however it would have been nice if patio world had made me aware of this instead of basically [redacted] representing their product as the same as every one else'sWith a phone call to this [redacted] I found out that I could have purchased directly from them at a price of to 280/pallet which would have been an awesome deal at $total instead of the $I paid patio world...so essentially I paid for the "convenience" of their being the middle man which was anything but convenient[redacted]

To Whom it May Concern:Thank you for contacting us regarding [redacted] ***We have received the information and are a little confused as we have been trying to return to install the air cleaner & purifier in the system that was ordered for herOn August 19, we did indeed install a new heat pump for [redacted] and were to install a MicroPower Guard (MPG) air cleaner and purifier with the systemHowever the MPG was on back order, and I let her know at that timeWe did return in October to find out what was the reason it was not heating properly, checked out the wiring to find out the issue and found a broken wire that was not allowing the system to operate properlyAt that time I mentioned to [redacted] that there was a change in the manufacturing and that all the MPG's were on back order and that we would contact her as soon as we hear it was being shippedThe manufacturing change was the filter media that they had to remake and catch up on the back orders across the country for over different franchises and third party contractorsOn October 28, we called [redacted] and left a message that the MPG was being shipped and we should have it within a week please call us as to when you would like to have it installedIn the afternoon of November 12, we again left a message for [redacted] that the filter has arrived, please call to schedule the installation at your earliest convenienceWe then called and left another message early evening on November 17, 2015, since the following week was Thanksgiving, we find that there are a lot op people who have a few days off that week and we can schedule a day that someone is home so they do not have to take an additional day off from work.On December 3, [redacted] spoke to me and told me that the filter she was using was working fine and that she then did not want the custom ordered filter installed in her systemI let her know that we had been trying to contact her to have the custom filter installed and until now had not received a callI also mentioned that while the system may be operating "OK" now, this air cleaner was a much more powerful air cleaner & purifier and it was not only going to help clean the current air, but would also keep the system operating keep operating efficiently longer with less breakdowns in the futureSince this was a custom air cleaner for her system, I told her to think about it and get back to meIf she still wanted her money back, I would have to find out how much the restock fee was to ship it back to the manufacturer Until now, I have not heard that we have received a call from [redacted] stating that she wanted to forget the air cleaner.The best option for the client for the longevity of the system and for the health of the home and the people in it, would be to have this unit installed as soon as they couldHowever, if [redacted] feels as if her family would be better served to not have the air cleaner and purifier installed in her home, and is comfortable with the same concerns that she had with the old system in a few years, we would be willing to refund her moneyWhatever it takes to keep her happy is what we are willing to do for our clientsThank you for facilitating this concern,Steve & Becky S [redacted] Stauffer's One Hour Heating & Air Conditioning"Always On Time or You Don't Pay a Dime!"###-###-####

July 22, 2016Dear ***,As per your request, enclosed is the check for *** ***Please note that the check has been sent and forward along to the complainant.Thank you for your time.Sincerely,Laurel ROffice Assistant/Dispatch

Thank you for allowing us the opportunity to work out the necessary concerns that Ms*** has with our companyMs*** is correct that we did service her home on May 16, however she called me a few days later on May 19th to discuss the concerns she had with MatthewI am unaware of the
conversation or how Matthew and Ms*** interacted so I can not speak to that effectWhat I can tell you is that we are part of the *** *** *** *** and that Matthew is one of the highest rated technicians in the countryHe consistently is receiving comments of how the other clients would recommend him to family and friends.As for the work completedin this industry we often find other companies who either don't understand how the system operates correctly, or are just not interested in helping the clients avoid costly breakdowns or high utility billsFrankly there are also those who just don't train on the best ways to help their clientsWhen we have a client contact us and tell us that there was no need to do XXX or YYY to their system (and that is about per yearmaybe), I can almost tell you what company was not at the homeFor example, One of the biggest issues in our homes today is the air flow in a systemWe find that it is too low and that effects the blower motor causing it to use too much electricity, it then runs hotter that designed, and shortens the life of the systemWhen Matthew was drilling holes in the duct work, it was because nobody has ever checked the air flow for her, not even the original installerWhen Ms*** mentioned that the capacitor "Didnt need to be replaced" according to the other company, I would need to know if he tested it when the system was off (the most common way), or while the system was operating (the correct way)? I would also need to know if the other company is like most others when cleaning the coil, and not take the unit completely apart, top, all four sides, chemically clean the coil pull all the grass, leaves and other debris out from the bottom of the unit (the correct way), or would they just spray a solution on the outside of the unit just to say it was "cleaned"?We use a Straight Forward Pricing Guide that is based on our costs of doing businessIt assures the clients that we are not making up prices as we go based on what neighborhood they live in, what car they drive, or how much we think we can chargeThe only people who pay less are the *** *** *** clients who receive a 15% discount.AS far as the number being disconnected, the number she called was an inside line and when we moved, we could not bring that line with usWe still have all our outside lines available for her to use. Finally, as far as the trash can is concernedMs*** did mention the trash can and asked for reimbursement of the canI requested a picture of the can and issued a check that has not been cashed as of yet. In looking at the invoice, not only do I believe we have not over charged Ms***, I believe the value she received of the three hours the technician was there was more than fairWe would still offer to cancel the other check and reissue her a new check for the trash can if she would still like us to.Thank you again for bringing this to our attention, we appreciate all you do.Steve S*S***'s One Hour Heating & Air Conditioning215443-

-------- Forwarded message ----------From: ***.netDate: Thu, Jul 14, at 2:PMSubject: Refund check from stauffers one hour air conditioningTo: ***@myRevdex.com.orgHi ***,I did not receive the refund check from mr stauffers.Tuesday was a week but I waited a couple more days just in case but no check.Thanks,*** ***

Complaint: [redacted]
I am rejecting this response because:1) The flyer from One Hour says that cleaning the condenser coil is part of the tune-up service, flyer attached.2) the other supplier did come out and see the unit when he said a new capacitor was not needed (which is only a $10.00 part, by the way).3) I sent an email to Steve S[redacted] with photos of the damaged trash can on 5-16-17, the same day as the service - screen shot of email attached.4) I did not receive a response to the email or a check from Steve S[redacted].5) I was told that a manager from the [redacted] office would return my calls, but I have not heard from them (I called the main number 3  different times).6) Matthew was a my home for less than 2 hours, not 3 hours.7) Matthew replaced the air filter with one that I had in my basement, no from his truck.8) I did not have as much of a problem with Matthew drilling the holes in the basement duct work, as the fact that I did not know he was going to do it - the sound of the drilling operation greatly concerned me, since I am not familiar with this line of work.In summation, I feel that this company has poor communication and follow-through ethics. If there was a check sent to me, what is the check number and issue date and the amount? We never discussed an acceptable amount for the cost of the trash can.
Regards,
[redacted]

To Whom it May Concern:Thank you for contacting us regarding [redacted]. We have received the information and are a little confused as we have been trying to return to install the air cleaner & purifier in the system that was ordered for her. On August 19, 2015 we did indeed install a new...

heat pump for [redacted] and were to install a MicroPower Guard (MPG) air cleaner and purifier with the system. However the MPG was on back order, and I let her know at that time. We did return in October to find out what was the reason it was not heating properly, checked out the wiring to find out the issue and found a broken wire that was not allowing the system to operate properly. At that time I mentioned to [redacted] that there was a change in the manufacturing and that all the MPG's were on back order and that we would contact her as soon as we hear it was being shipped. The manufacturing change was the filter media that they had to remake and catch up on the back orders across the country for over 500 different franchises and third party contractors. On October 28, 2015 we called [redacted] and left a message that the MPG was being shipped and we should have it within a week please call us as to when you would like to have it installed. In the afternoon of November 12, 2015 we again left a message for [redacted] that the filter has arrived, please call to schedule the installation at your earliest convenience. We then called and left another message early evening on November 17, 2015, since the following week was Thanksgiving, we find that there are a lot op people who have a few days off that week and we can schedule a day that someone is home so they do not have to take an additional day off from work.On December 3, 2015 [redacted] spoke to me and told me that the filter she was using was working fine and that she then did not want the custom ordered filter installed in her system. I let her know that we had been trying to contact her to have the custom filter installed and until now had not received a call. I also mentioned that while the system may be operating "OK" now, this air cleaner was a much more powerful air cleaner & purifier and it was not only going to help clean the current air, but would also keep the system operating keep operating efficiently longer with less breakdowns in the future. Since this was a custom air cleaner for her system, I told her to think about it and get back to me. If she still wanted her money back, I would have to find out how much the restock fee was to ship it back to the manufacturer.  Until now, I have not heard that we have received a call from [redacted] stating that she wanted to forget the air cleaner.The best option for the client for the longevity of the system and for the health of the home and the people in it, would be to have this unit installed as soon as they could. However, if [redacted] feels as if her family would be better served to not have the air cleaner and purifier installed in her home, and is comfortable with the same concerns that she had with the old system in a few years, we would be willing to refund her money. Whatever it takes to keep her happy is what we are willing to do for our clients. Thank you for facilitating this concern,Steve & Becky S[redacted]Stauffer's One Hour Heating & Air Conditioning"Always On Time or You Don't Pay a Dime!"###-###-####

Initial Business Response /* (1000, 5, 2015/06/17) */
Per Business: Consumer picked up the items last week and he was taken care of.

[redacted]Please note that I have given this 3 times the 24 hour rule to calm down and give a fully accurate review... Patio World has a giant sign that offers a full pallet price of 94 square feet for $3.99/sq foot which is the only reason I was drawn to them in the first place... They also have a sign listed on their counter offering a volume discount of 15% off when purchasing 3 pallets or more...So naturally because I am not rich I designed my patio and walkway system with exact measurements to fit the stone without any waste and take advantage of their advertised discounts.. This included 3 pallets of stone with two walkways 33 inches and 49 inches in width plus a bbq area which all in all took almost eactly 3 pallets plus I was going to be short a few bricks for the border colour "charcoal". The sales guy ensured me 100% that they always carry open stock so that I could come back and pick up what I needed...By the way their open stock price is higher than anyone else in town...I even showed the sales guy a drawing to scale with measurements and he ensured me that the stone would fit in as I planned.... One pallet was full of 4x8 inch charcoal for a border and the other was two pallets of "slate" which again I was ensured by the sales guy that those pallets would come in 3 different sizes in equal parts/pallet to fit with my design and avoid waste which is cost in an already significantly expensive job....the puchase was made and delivery was supposed to be the next Tuesday per the sales guy who must think it's going to rain skittles when the clouds show up....Only after I realized that they didn't give me their advertised 15% volume discount which should have reduced my final total to 956.25 before taxes from $1125 {3 pallets at 375.06 each} which is their advertised volume price...to make matters even greasier they not only ripped me on the 15 volume discount they over charged me on the charcoal pallet for a total of 486 which is 111 over their advertised pallet price...so in total they charged me 1236.12 for 3 pallets when their advertising suggests it should have been 956.25 for a total rip off of 279.87....Now if this was the worst problem I would only be out $279.87 but unfortunately it's not...The delivery showed up the following Wednesday at 7 p.m. Not the Tuesday as promised...I can't speak for their installers as thank goodness I had someone else do the job... When my installers started the job in accordance with the drawing in order to maximize efficiency they noticed after nearly a pallet that the equal parts of the "slate" stone was not equal... To be exact there was 91 extra medium sized stones vs the smaller and bigger stones...the medium sized stones don't allow for a straight measured patio unless they are mixed with equal parts of smaller and bigger stones...So part way into the job I called patio world and ended speaking with the boss man "Neil" and had the worlds most frustrating conversation with him... "Neil" is the kind of guy who has never made a mistake in his life I mean just ask him...He blamed the screw up on me for taking on a job that I am not trained to do... When I told him I had hired guys to do the job he blamed it on them and wouldn't accept the fact that I was promised something by his sales guy not him who he never even spoke to or checked with to find out...Even far worse [redacted] was the fact that he didn't even have any open stock in stock as was promised to make the exchange and finish the job....He again just blamed the installers for being incompetent... By the way in the end my installers who are not and will never be affiliated with patio world did a great job and I couldn't be happier with their work....so this is where this gets really greasy... In search for stone elsewhere so that the job could be finished I came to find out that patio world does not deal with [redacted].. This was news to me as I figured that it was and that I could get matching stone anywhere.... As it turned out nowhere else carries this "slate" stone... So with a little dumb luck from [redacted] I found their supplier who is a manufacturer and believe it or not is a[redacted]....now no slight to them as its a good thing that someone is providing competition to the big boys [redacted] however it would have been nice if patio world had made me aware of this instead of basically [redacted] representing their product as the same as every one else's... With a phone call to this [redacted] I found out that I could have purchased directly from them at a price of 270 to 280/pallet which would have been an awesome deal at $840 total instead of the $1236.12 I paid patio world...so essentially I paid 396.12 for the "convenience" of their being the middle man which was anything but convenient...[redacted]