Attached is Recker and Boerger's response(Original attached)November 2, 2016On 10-20-16, Recker and Boerger was called out to the residence for a problem with the water heaterThe technician diagnosed the water heater needed to be replacedThe hot water shut off valve above the water heater was
inoperableThe homeowner notated to our technician that she had been turning the main gate valve, which is the main shut off valve for the house, on and off frequently which is not recommended, especially being an older home with older plumbingOur technician put his wrench on the packing nut to help slow the leakWhen it did not move freely, he removed his WrenchThe technician advised to have a plumber correct the issue with the gate valve and he provided replacement pricing on the water heater.Recker and Boerger strives on providing superb customer service and competitive pricingWe will not take responsibility for the malfunction of older plumbing in the residence and will not pay any associated plumbing costs to have the issue corrected.I have reached out to the homeowner to explain Recker and Boerger's position on this issue
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to meHowever, it appears that the company will not compromise and my husband and I no longer want to continue this fightWe will no longer be giving our business to Recker and BoergerHorrible customer service.
Regards,
*** ***
March 17, 2017*** * *** *** *** *** *** *** ** *** Dear Mr***, I first wanted to introduce myselfMy name is Kelsey M*** and I am the Customer Relations Manager for Recker and BoergerRecker and Boerger installed the water heater in At the time of purchase, the
original purchaser was made aware that the extended year warranty would only be applicable with him as the ownerWhen a property changes owners, the extended warranty is no longer applicable and is considered non-transferableI would be happy to schedule a free second opinion on the water heater to get a qualified technician out to the home to diagnose the problem, but any labor or parts after the diagnosis would be chargeableKelsey M***
June 20, 2016[redacted]
[redacted]
[redacted] Dear [redacted], I would first like to introduce myself. My name is Kelsey M. and I am the customer relations manager for Recker and Boerger. I am disheartened to hear of your experience with our service...
technician on May 27th. Recker and Boerger strives on providing customers with superb customer service and we have failed you on that promise.The service technician should have provided you with a thorough cleaning and performance analysis on both your furnace and air conditioner. I have issued a request to our accounts receivable department and you will be receiving a $99 refund check in the next two weeks. I hope you do choose to utilize Recker and Boerger for your future heating and air service and appliance needs. We look forward to serving you and proving to you that we do care about our customers. Thank you. Kelsey M.
We sincerely apologize for the delayed response in getting back with you after the technician left the residence. There was a miscommunication in our office and we take full responsibility for that. As stated in the previous response, Recker and Boerger will not take responsibility for the malfunction of older plumbing in the residence. The technician used the valve the way it was intended to be used.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
August 25, 2015 To Whom It May Concern, In response to a concern submitted by Mr. [redacted] (ID [redacted]) we have contacted the customer and are set to make the necessary repairs at the homeowner's convenience.The installation of the water heater took place in 2013. At the time...
of the installation, our delivery crew did not replace the shut off valve because the main shut off valve into the house was not operable. [redacted] Water Works would have needed to come out to the residence, turn off water to the house, and replace the main shut off valve. The homeowner contacted [redacted] Public Health for the inspection and everything passed with the installation. Over time, the shut off valve has become faulty.To ensure satisfactory service, we are replacing both shut off valves. Thank you, Recker and Boerger Customer Relations.
The supervisor did not address my complaint. She reported that the workman that came to the house was not responsible for breaking and old pipe. First I had been told by the comany that the workman did not touch the pipe. They finally admitted he did work on the pipe which he broke. The company will not take responsibility for their mistakes. The representative made excuses and assumptions. As the customer I was not respected or valued as a previous and repeated consumer. The representative did not offer to come look at the valve in question. I will never use or recommend Recker and Boerger. They are not responsible for their actions and have no regard for the customer. Terrible customer device who literally called me a liar.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the company's fast response to my complaint and for the full refund. I have received the check in the mail today 6/13/16 and again appreciate the speedy response.
Regards,
[redacted]
On 10-20-16, Recker and Boerger was called out to the residence for a problem with the gas furnace. The technician diagnosed the thermostat needed to be replaced. The technician disclosed the pricing to the customer before going ahead with the installation of the thermostat and the customer agreed...
to the price. To add additional value to the service call, the technician also provided a system performance analysis ($149 value, promotional price $79) on the gas furnace. The price breakdown for the service provided is $85 (truck, trip, and diagnostic fee), $95 (thermostat), and $130 (labor).Recker and Boerger strives on providing superb customer service and we stand by our competitive pricing. We do not have an hourly rate for service and every service we provide is job costed. We will not be able to refund the customer’s money as they agreed to the pricing before the repair was made. The customer had the opportunity to decline the repair the technician recommended but they decided to go ahead with the repair knowing the price.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Attached is Recker and Boerger's response(Original attached)November 2, 2016On 10-20-16, Recker and Boerger was called out to the residence for a problem with the water heaterThe technician diagnosed the water heater needed to be replacedThe hot water shut off valve above the water heater was
inoperableThe homeowner notated to our technician that she had been turning the main gate valve, which is the main shut off valve for the house, on and off frequently which is not recommended, especially being an older home with older plumbingOur technician put his wrench on the packing nut to help slow the leakWhen it did not move freely, he removed his WrenchThe technician advised to have a plumber correct the issue with the gate valve and he provided replacement pricing on the water heater.Recker and Boerger strives on providing superb customer service and competitive pricingWe will not take responsibility for the malfunction of older plumbing in the residence and will not pay any associated plumbing costs to have the issue corrected.I have reached out to the homeowner to explain Recker and Boerger's position on this issue
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to meHowever, it appears that the company will not compromise and my husband and I no longer want to continue this fightWe will no longer be giving our business to Recker and BoergerHorrible customer service.
Regards,
*** ***
March 17, 2017*** * *** *** *** *** *** *** ** *** Dear Mr***, I first wanted to introduce myselfMy name is Kelsey M*** and I am the Customer Relations Manager for Recker and BoergerRecker and Boerger installed the water heater in At the time of purchase, the
original purchaser was made aware that the extended year warranty would only be applicable with him as the ownerWhen a property changes owners, the extended warranty is no longer applicable and is considered non-transferableI would be happy to schedule a free second opinion on the water heater to get a qualified technician out to the home to diagnose the problem, but any labor or parts after the diagnosis would be chargeableKelsey M***
June 20, 2016[redacted]
[redacted]
[redacted] Dear [redacted], I would first like to introduce myself. My name is Kelsey M. and I am the customer relations manager for Recker and Boerger. I am disheartened to hear of your experience with our service...
technician on May 27th. Recker and Boerger strives on providing customers with superb customer service and we have failed you on that promise.The service technician should have provided you with a thorough cleaning and performance analysis on both your furnace and air conditioner. I have issued a request to our accounts receivable department and you will be receiving a $99 refund check in the next two weeks. I hope you do choose to utilize Recker and Boerger for your future heating and air service and appliance needs. We look forward to serving you and proving to you that we do care about our customers. Thank you. Kelsey M.
We sincerely apologize for the delayed response in getting back with you after the technician left the residence. There was a miscommunication in our office and we take full responsibility for that. As stated in the previous response, Recker and Boerger will not take responsibility for the malfunction of older plumbing in the residence. The technician used the valve the way it was intended to be used.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
August 25, 2015 To Whom It May Concern, In response to a concern submitted by Mr. [redacted] (ID [redacted]) we have contacted the customer and are set to make the necessary repairs at the homeowner's convenience.The installation of the water heater took place in 2013. At the time...
of the installation, our delivery crew did not replace the shut off valve because the main shut off valve into the house was not operable. [redacted] Water Works would have needed to come out to the residence, turn off water to the house, and replace the main shut off valve. The homeowner contacted [redacted] Public Health for the inspection and everything passed with the installation. Over time, the shut off valve has become faulty.To ensure satisfactory service, we are replacing both shut off valves. Thank you, Recker and Boerger Customer Relations.
The supervisor did not address my complaint. She reported that the workman that came to the house was not responsible for breaking and old pipe. First I had been told by the comany that the workman did not touch the pipe. They finally admitted he did work on the pipe which he broke. The company will not take responsibility for their mistakes. The representative made excuses and assumptions. As the customer I was not respected or valued as a previous and repeated consumer. The representative did not offer to come look at the valve in question. I will never use or recommend Recker and Boerger. They are not responsible for their actions and have no regard for the customer. Terrible customer device who literally called me a liar.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I appreciate the company's fast response to my complaint and for the full refund. I have received the check in the mail today 6/13/16 and again appreciate the speedy response.
Regards,
[redacted]
On 10-20-16, Recker and Boerger was called out to the residence for a problem with the gas furnace. The technician diagnosed the thermostat needed to be replaced. The technician disclosed the pricing to the customer before going ahead with the installation of the thermostat and the customer agreed...
to the price. To add additional value to the service call, the technician also provided a system performance analysis ($149 value, promotional price $79) on the gas furnace. The price breakdown for the service provided is $85 (truck, trip, and diagnostic fee), $95 (thermostat), and $130 (labor).Recker and Boerger strives on providing superb customer service and we stand by our competitive pricing. We do not have an hourly rate for service and every service we provide is job costed. We will not be able to refund the customer’s money as they agreed to the pricing before the repair was made. The customer had the opportunity to decline the repair the technician recommended but they decided to go ahead with the repair knowing the price.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]