R & D Cross, Inc.

This is in response to your letter to Sandra C*** of R&D Cross at *** *** ***, Brandywine, MD dated January 10, 2017. MrsC*** has forwarded this request to the business R&D Cross of Upper Marlboro, Inc, at *** *** ***, Upper Marlboro, MD for response First
let me apologize to the customer for the perceived rudeness and lack of care for her health and safety during our conversation. Of course that was not my intention; we care about our customer’s health, safety and satisfaction. Our records indicate that we were notified on Wednesday, December 28, by the customer that the pilot assembly for her *** fireplace we replaced in November was leaking. We dispatched a technician within hours of *** ***’s call and found a small leak at the pilot tube and it was repaired at no charge. The leak was so small it could only be detected using soap solution and the leak was fixed by tightening the pilot tube fitting. On Friday, December 30th the customer called again asking if someone could come to double check the repairI personally went to her home and verified that everything was in good condition, again at no charge to the customer. The only charge the customer has incurred was from the original repair of her fireplace which was a new part still currently operating in her fireplace and the labor to install said part. R&D Cross of Upper Marlboro, Incdid not charge her for any of the subsequent visits, nor did the gas company, so it is our opinion that no refund is due Sincerely, Richard S***, President R&D Cross of Upper Marlboro, IncNFI Certified #*** *** *** *** *** *** ***, Vice President,

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I don't feel that I should have to pay for service that placed my life in danger.
Regards,
*** ***

The customer states that our account of events is incorrect. She may have contacted the gas company on December 27th, but she did not call our business to notify us of the issue until the 28th. We have service records and can provide them at any time that include date of service, as this is the date our technician came to repair the issue. You are correct that we only came to your house times (instead of 3) as this must have been a typo on my part. The apology in the prior communication was from me, the Manager and the President of R&D Cross of Upper Marlboro, not the receptionist. It is never our policy to be rude or disrespectful to our customers and of course your health and safety is our priority. We take this matter very seriously, which is why a technician was sent out within hours of your call. At this point, the facts remain, the only charge that you have incurred was from the original repair and labor in November. We came out once to repair the issue Dec28th (same day of the call) and days later to double check the repair, at no cost to you. The parts remain on your working fireplace. Unfortunately we will not offer a refund as we have fixed the issue and the fireplace is working properly.Richard S*Manager & President of R&D Cross of Upper Marlboro, Inc

This is in response to your letter to Sandra C[redacted] of R&D Cross at [redacted], Brandywine, MD dated January 10, 2017.  Mrs. C[redacted] has forwarded this request to the business R&D Cross of Upper Marlboro, Inc, at [redacted], Upper Marlboro, MD for response.   First...

let me apologize to the customer for the perceived rudeness and lack of care for her health and safety during our conversation.  Of course that was not my intention; we care about our customer’s health, safety and satisfaction.    Our records indicate that we were notified on Wednesday, December 28, 2016 by the customer that the pilot assembly for her [redacted] fireplace we replaced in November 2016 was leaking.  We dispatched a technician within hours of [redacted]’s call and found a small leak at the pilot tube and it was repaired at no charge.  The leak was so small it could only be detected using soap solution and the leak was fixed by tightening the pilot tube fitting.    On Friday, December 30th the customer called again asking if someone could come to double check the repair. I personally went to her home and verified that everything was in good condition, again at no charge to the customer.  The only charge the customer has incurred was from the original repair of her fireplace which was a new part still currently operating in her fireplace and the labor to install said part.  R&D Cross of Upper Marlboro, Inc. did not charge her for any of the subsequent 3 visits, nor did the gas company, so it is our opinion that no refund is due.   Sincerely, Richard S[redacted], President R&D Cross of Upper Marlboro, Inc. NFI Certified #[redacted], Vice President, 2017

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I don't feel that I should have to pay for service that placed my life in danger. 
Regards,
[redacted]

The customer states that our account of events is incorrect.  She may have contacted the gas company on December 27th, but she did not call our business to notify us of the issue until the 28th.  We have service records and can provide them at any time that include date of service, as this is the date our technician came to repair the issue. You are correct that we only came to your house 2 times (instead of 3) as this must have been a typo on my part.  The apology in the prior communication was from me, the Manager and the President of R&D Cross of Upper Marlboro, not the receptionist.  It is never our policy to be rude or disrespectful to our customers and of course your health and safety is our priority. We take this matter very seriously, which is why a technician was sent out within hours of your call.  At this point, the facts remain, the only charge that you have incurred was from the original repair and labor in November.  We came out once to repair the issue Dec. 28th (same day of the call) and 2 days later to double check the repair, at no cost to you.  The parts remain on your working fireplace.  Unfortunately we will not offer a refund as we have fixed the issue and the fireplace is working properly.Richard S[redacted]Manager & President of R&D Cross of Upper Marlboro, Inc.