Ralph Mann & Sons

Complaint: [redacted] I am rejecting this response because: I was open to discussing billing issue with [redacted] and as a matter of fact as stated in my earlier statement I made several attempts to get explanation on additional charges from ***'s secretaryWhen I got the initial bill I contacted the office and was told that the issue would be researched and I would hear back the following dayI provided my cell phone number but no-one ever called me backI then received another bill a month later, I called the office again and was directed to speak to ***, I tried explaining that I was not made aware of additional charges at the time when service was performed and that I hired and paid the carpenter separately for additional work that needed to be performed before the plumber could proceedafter carpenter finished installing new floor joist the plumber was able to complete work as initially plannedI tried explaining all this to ***, but he was too angry and frustrated to help and simply refused to listen As far as heat pump it was never properly installed and still does not workAs per the documents I received from [redacted] attached to previous message the unit that I bought has year labor warranty through installing dealer [redacted] provided me with wrong warranty information, the paperwork I got from him states yr labor warranty and yr parts warrantyPaperwork from [redacted] states 2yr labor warranty and 5yr parts warranty I am still open to discussing any outstanding bills and if [redacted] can show that he in fact incurred expenses outside of the quote he gave me I am willing to reimburse for these additional expenses, however I will only do it after he fixes HVAC unit that continues to malfunction Sincerely, [redacted]

As I mentioned in my reply, [redacted] was given a one year warranty and it is clearly stated in his contract. We were contacted by [redacted] as they are concerned for all customers as we are and when the situation was explained to them they agreed we were well within our rights to not provide service. My real problem with this situation is that [redacted] wouldn't even discuss the extra charges with me so my position is if that is going to be his attitude I don't want to deal with him any more. At this point any problems with the heat pump system other than parts would not be covered by a warranty and after my last experience with [redacted] I am not risking payment issues. The heat pump system itself works fine, the couple of problems previously experienced were in control settings where the existing furnace and new heat pump need to work together and they weren't properly communicating but we were able to take care of the issues at no cost. Any [redacted] dealer will be able to address his current situation and honor the parts warranty. We have been treating all of our customers with fairness, respect and honesty for over 98 years and I expect the same in return from my customers. Our employees are very well trained and among the best in the industry and I trust them to provide services that go beyond customers expectations and that has proven to be one of our strongest assets.

When I called [redacted] and spoke to Consumer Relations Manager [redacted] she informed me that since my product was purchased through a licensed dealer I have year warranty on part and labor and year warranty on PartsCustomer service manager at [redacted] was able to pull all of the warranty information using serial number provided by [redacted] receptionist in [redacted] ***'s officeSerial number is [redacted] Furthermore [redacted] called the dealer and informed them of obligation to service the unit, and [redacted] again refused to help [redacted] then told me that since [redacted] is an independently owned and operated dealer she had no way of forcing them to go out and service my unit, she then referred me to another dealer in the area, however she warned me that [redacted] would cover the cost only if the unit is defective, problems with installation would normally have to be covered by installing dealer who as we know refusing to service the unitThis is why I am requesting that [redacted] would reimburse me for any labor charges that I will potentially incur if it's determined that the installation was not performed properly On the topic of Bathroom remodel it is true that when the work started on Bathroom number 2, the plumber determined that the tub could not be installed because supporting floor joist needed to be replaced and he referred me to a carpenterI have hired the carpenter to replace the joist and made a separate payment for the installation of the floor joist to the carpenter directly (copy of the check attached) [redacted] then proceeded with the installation of the shower stall as originally planned, from that point on I was not informed of any additional work needed that would increase the cost of initial estimateFurthermore I received initial bill for Bathroom installation in September and it was lower than $2,originally quoted, I called [redacted] and asked her to confirm that this was the final bill for the bathroom work and she confirmed that it was and there were no other charges outstandingAt that point I paid the bill in Full using my [redacted] In December I got another bill for work performed in August, again I called [redacted] and she said she will look into and call me back tomorrow, she never did ( [redacted] hardly ever returns calls)I then got another bill for a different amount in January for work performed in August At this point I called and asked to speak to ***, he then told me that there were additional charges for Bathroom installation which made the total balance twice as much than what the original estimate wasI then asked [redacted] how come he didn't inform me of additional charges over the original estimate before the work was performed to which he replied that he cant physically follow every single one of his employeesI feel that [redacted] does not bill customers timely and correctly and significant variations from the estimate have to be communicated to the customerThe customer cannot held accountable for company's inability to properly conduct business [redacted] and his company helped me complete big projects in my house for which I paid a little over $20K in the past years, I always paid my bills in full based on estimate provided by ***, I don't think [redacted] would purposely try to over-bill or falsify facts, I do however think that there are incompetent people at [redacted] who are taking advantage of the situation and the fact that [redacted] as he said cannot be following up on every single one of his employeesThe last plumber who worked at my house was a perfect example of that, the first thing he did when he came to my house is he cut out all copper piping and replaced with plastic without my permission or approval, the plumber took copper pipes with him and never gave them to me again I never authorized thatThe plumber spend most of this time drinking coffee and chatting and very little work It would be sad to see company like [redacted] who I am sure [redacted] and his family worked hard to build to be forced out of business by incompetent employees and ***'s inability to see that the customer who called him for all his plumbing and HVAC work and always paid on time might be right Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]