Pepper's Properties

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response/resolution is satisfactory to me
Regards,
*** ***

Our coupons very clearly state that there is a free service call with any repair. If there is no repair made - then there is no free service call. I have attached the coupon for your reference. I have reviewed and audio tape of the original call - and my office did reiterate
the free service call was with a repair. My technicians are taught not to argue with customers about collections. When the customer starter disagreeing with the technician - they are taught to leave the premises and let the office handle. The office made total calls to the customer. He hung up on the first call. He sent us to voice mail on the second and we left a message on the third attempt explaining out policy. In order to resolve this - we will put a note on the customers account clearing the balance and will no longer provide service to his address

I received the above complaint from our customer service department. I immediately called the number provided and tried to discuss with the homeowner. The husband told me that I would have to call the wife and discuss with her. He gave me the number and I immediately called that
number. I left a message on her machine at work. I was unavailable when she called me back. Later that day - I again tried to call. I again got her message. I left her a message asking her to call and schedule Steve to come out and look at the work. Since Steve was the original technician who was out there and discussed the options with the customers, I wanted him to go back and see exactly what was done to ensure it was completed to his specifications. The customer is correct, Steve did not do the work - however, he was the original technician, diagnosed the issue and gave them three options for fixing it. he recommended replacing the ductwork with hard pipe and changing some of the sizes to ensure proper airflow throughout the entire house. He reiterated to the customer that this was the way to ensure everything was working properly. He also offered a less expensive alternative which would fix most of the issues with the original ductwork design. His third option was to replace the old duct with new flexible duct runs, but stated that this would merely be a Band-Aid and wouldn't fully fix the problem. It was important to send Steve to see the work that he discussed with them If the customer would have scheduled Steve to come back out, he could have seen any issues and made sure they were resolved. If we, indeed replaced the wrong duct, Steve would know that immediately and be able to get everything corrected. Since the customer is not interested in Steve coming out, it makes it very difficult to resolve the complaint. We are happy to send Steve out at no cost to review the work. If the customer is not willing to do this, then I will offer to refund $of the amount charged in order to try to satisfy this customer

Ms*** called on January 2nd at approximately 8:am. She was told that it would be an $fee to have a technician come out and provide a diagnostic on her furnace. She stated at the time o the call that another company had been out in August and had told her that she had a bad
motor and capacitor Out technician arrived at approximately 9:50am. He was there until 12:30pm that day. He identified the issue as the blower motor and capacitor. He discussed repairing vs replacement and he provided some pricing for the repair. Ms*** said that the heat had been out since December 30th and that she had been staying in a hotel The customer wrote us a single check for the diagnostic and the only other check she wrote to us was for a down-payment for the unit. At that point, the technician called me and asked about our installation schedule to see if we could put another unit in. I told him that we most likely would not be able to put another unit in - as the install crews were full for the day I told him that best case scenario was that we would be able to put something in the next morning for her. The technician tried to get her financed with a Service Finance Company and she was denied financing. He then called our secondary financing company - *** *** and tried to get her financed through them. *** *** is in no way related to our company. They are a separate entity and make their financing decisions independent of us. The technician talked to *** *** prior to leaving Ms*** house and told them to call her directly to provide her with any additional information about the loan He then told Ms*** that prior to performing the installation of a new system; that we would need payment at the completion of the job *** *** called our technician at 5:30pm and said that she had signed everything and we could proceed with the installation. At 5:pm - it was too late to start a complete installation. Ms*** called Gary and yelled at him to get the installers to her house that night. Gary said that they would be there as early as possible the next morning

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this response/resolution is satisfactory to me. 
Regards,
[redacted]  --- Below from [redacted] I will accept the Companies return of $500.00 However,The issue was NOT with the product. The issue was with the work itself. The company came out once to do the work and the second time to AGAIN fix the work that was supposedly correct and completed the first time. The duct's install in the house would works find, IF they had been secured to the registers and the truck.  I had to place tape and plastic wire on 4 of the 5 ducts they were suppose to have replace.The same holds true with the trunk, while they attempted to correct the leak in the trunk, twice it was not secure. The tape they placed on the truck came off and was blowing air throughout the crawlspace, of which I knew nothing about until we had to bring another contractor out to see what was going on with the air flow, only to go down in the crawlspace and see the same thing for a third time.  Again, there was not problem with the equipment IT WAS THE WORK done that was defective... I am not going to dispute the comments made regarding  the calls because my job and my phone have caller ID as well as documentation show number made to my phone without leaving message so, I'll leave that untruth as it is.