At this point we wish this customer to pursue the matter with the extended warranty company from whom she bought the service contract They were the one who could have assigned her to other choices of subcontractor We are not the only game in town We have been in the business for over fifty years and in good standing with Revdex.com.! If we were the kind of company she said we were we would not still be in business She is barking up the wrong tree May we advise Ms [redacted] to air her frustration with Assurant No apology is due from us If anything, she owes me and my staff an apology for saying that "my company does not want to do warranty work because we just want to rip people off on non warranty repair" It is a true form of defamation We will not be responding to any further correspondence regarding this matter We need to use our precious time to take care of customers who both need and appreciate our service.Have a good day.David Borsani
The technician who told this customer that the compressor was bad has been doing repairs for over thirty years If he has nay tattoos he must keep them well hidden I have never seen any tattoo on any part of his body The compressor was growling and it was not running when he arrived The refrigerator was not cooling at the time we arrived and I am sure this customer will not dispute this factWe also had two technicians at the home, one was a trainee and both confirmed the unit was not cooling at the time of arrival and the compressor was making a growling noise and would not start if you have done enough repairs you can tell a bad compressor just by the sound and you do not have to take the whole refrigerator apart to know a bad compressor when you hear one This customer plainly did not like the fact that my technician was able to diagnose the problem without taking the unit apart This was his big issue It is just like the story of plumber coming into a home and fixing a boiler by just rapping it with a hammer he give the customer a bill for $When questioned why so much when he was only there twenty minutes he says $for the time in the home and $for the knowledge of where to hit the broiler to make it work The same applies to our knowledge and skills even though this customer does not appreciate them.This customer neglected to tell the Bureau that he gave us a bad credit card # It was only when we made repeated calls to his home explaining the consequences of not paying his bill that he finally came into our store and made a big scene I have four employees who witnessed his behavior I finally had to tell him that if he did not leave I was going to call the police.He also threatened to make a UTUBE video of the broken refrigerator and embarrass us publicly.It is very unusual but a compressor that is locked can unlock itself by the bouncing around as a product is moved The customer cannot deny that the refrigerator was not cooling when we arrived nor was the compressor running End of story There is nothing we can do for this customer He is already on our do not service list
I TALKED TO B [redacted] ABOUT WHAT HE FOUND ON THE DISHWASHER HE HAS NEVER SEEN A DISHWASHER SO FILLED WITH SCALE FRRM MINERAL DEPOSITS IN ALL HIS THIRTY PLUS YEARS OF SERVICE NORMALLY THE ROTOR IS REMOVED BY SIMPLY ROTATING THE ROTOR ABOUT ONE QUARTER TURN AND IT LIFTS RIGHT OUT WHEN HE TRIED TO ROTATE THE ROTOR THE UPPER PARTS SEPARATED FROM THE LOWER PART OF THE ROTOR THIS WAS NOT DUE TO MALFEASNACE ON OUR PART BUT RATHER THE EFFECT THE MINERALS HAVE HAD ON THE PART B [redacted] SHOWED THE BROKEN PART TO MRS***; POSSBILY SHE DID NOT UNDERSTAND IT WAS BROKEN I WANT TO ASSURE THE Revdex.com AS WELL AS THE MRS*** THAT WE DID NOT USE UNDUE FORCE ON THE PART IT JUST BROKE BY THE SIMPLE PROCESS OF TRYING TO ROTATE THE PART MINERALS AND HEAT CAN UNDERMINE THE BEST MADE PRODUCTS AND PARTS I AM SURE IF THIS PART WAS SENT TO [redacted] THEY WOULD FIND THAT THE PART DETERIORATED FROM THE ENVIRONMENT IT WAS OPERATING IN.I THINK THE BEST THING TO BE DONE IS FOR THE ***S TO RETURN THE PART AND BUY A NEW DISHWASHER OR TRY WHATEVER PRODUCT THEY WANT TO USE TO DESCALE THE DISHWASHER AND THEN SEE IF THEY CAN INSTALL THE NEW ROTOR.IN REGARDS TO THE OTHER APPLIANCES WE DID A DIAGNOSIS ON EACH THE WASHER NEEDS A PART AND THE PART IS ON ORDER THE OTHER UNIT SHE CHOSE WISELY NOT TO REPAIR DUE TO THE HIGH COST OF REPAIR SADLY WE HAVE TO CHARGE TO DO WORK IT IS IMPOSSBILE TO SEND A $30,TRUCK FILLED WITH $10,IN PARTS AND PAY A TECHNICIAN WITHOUT CHARGING FOR THE OUR SERVICES INCIDETNALLY, WE LOOKED OVER ALL THREE OF HER CALLS BEFORE WE CAME TO HER HOUSE IN ORDER TO PRE-QUALIFY THE CALLS FOR PARTS WE HAD THE PART FOR THE DISHWASHER BUT WE DID NOT HAVE THE PART FOR THE WASHER DUE TO THE FACT THAT MRS [redacted] DID NOT CALL BACK THE MODEL NUMBER TO US HOWEVER WE DID PULL ALL THE WATER VALVES WE HAD IN STOCK BUT THEY WERE CORRECT PART FOR HER MODEL WE COULD NOT PRE-DAIGNOSE THE RANGE TOP DUE TO A INCOMPLETE MODEL AND NOT BEING SURE WHAT MIGHT BE NEEDED BASED ON THE COMPLAINT I DO NOT FEEL WE DID ANYTHING WRONG AND I WISH THE ***S HAD CALLED OUR OFFICE OUR OFFICE IS ONLY FIFTEEN MINUTES FROM THEIR HOUSE AND OUR PHONE ARE ON FROM 8:00AM TO 5:30PM.SINCERELY, [redacted] PRESIDENT
Dear Sir or Madam: I have reviewed the Mr [redacted] 's response and have the following observationMr [redacted] has changed his complaint, as his original statement was "no where on the contract does it say anything about returns..." Now, he is admitting that he cancelled his contract and is subject a restocking fee because it does in fact state that on his contractA restocking fee amount or percentage is not listed on his receipt/contract as restocking fees charged to our store vary by manufacturer or distributor and we pass them through to our customerAs stated before, we have been selling and installing floors for over years and recommend that our customers have a box or two of material after the job is completedIn this business, no project is a one-time project, and as accidents happen, additional' material may be needed in the futureThe additional boxes of material can then be used if there is ever damage to the existing floor and/or parts of the floor need to be replacedIf customers do not have this additional material, we are not able, to obtain an exact match, as different dye lots are used in the manufacturing processIf you should have any.questions or need additional information, please do not hesitate to contact my officeSincerely, [redacted]
I have attached two scanned documents of Dr [redacted] s check # *** given to our technician on August 4th by Ms [redacted] ***In a separate email a scanned copy of the service order that Ms [redacted] [redacted] called us forThank you for your attentionDavid CB [redacted] [redacted] Subject: Case ID # [redacted] The attached is a copy of the service ticket ordered by Ms [redacted] ***for the repair on her Viking Vent system.Thank you very much for your attention to this matter.David CB [redacted]
I already wrote Mr [redacted] a letter The essence of the story is this he called because his refrigerator was not cooling When we arrived it was not cooling as he reported My technician removed the rear panel of the refrigerator section and found the evaporator starved for Freon This [redacted] refrigerator has dual evaporator system and a device called a step valve distributes the Freon between the freezer and the fresh food section When Bo saw the evaporator starved for Freon he noted that the unit had a sealed system problem which it did at the time he was there I suggested in my letter that Mr [redacted] call [redacted] and talk to their technical service group to verify what I said is true.We did not misdiagnose the problem The unit was malfunctioning upon arrival and upon leaving The step valve was stuck at the time we were there I do not know how long it will last but everyday that it does works is good news As a final note we charge the customer a service call even if there is no defect found We found a defect that was evident at the time No refund is dueDavid B [redacted]
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 Regards, [redacted]
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 Bo, the tech, told me that it was leaking freonI said I did not smell it, his response was "it has to be at a higher temp to smell it"He said it was a sealed system and would cost about $to repairHe also told me he could order the parts to fix it if I chose t have him do itHis suggeston was to buy a new refredgeraterI would not have done so if I thought my old one would return to serviceAs far as them telling me to contact [redacted] and talk to them about it, I think that mabe Bo should have done thatI was told that Bo knew [redacted] s like the the back of his handThe receipt that was given to me had additional copy on itIf the above information does not suggest a Misdiagnosis then I don't know what doesIf I get a refund or not (and obviously I will not), at least I will know better than to have any future contact with the firm Regards, [redacted] ***
Dear Sir or Madam: I have reviewed the complaint with the flooring professinal, [redacted] , and disagree with Mr [redacted] 's grievancesFor this job Mr [redacted] provided us with his own measurements, which we used to complete his orderTherefore, he is the one responsible for ordering more material than was needed for his projectAs we have an offsite warehouse with inventory, every order we make is not a special order, and the words "Special Order" were clearly written on his contractFurthermore, the contract states, "cancellation of special orders are subject to a restocking fee"Mr [redacted] is essentially cancelling two boxes of his "special order," which are in fact subject to a restocking fee and would negate any credit or refund due to himtime project, and as accidents happen, additional material may be needed in the future.The additional boxes of material can then be used if there is ever damage to the existing floor and / or parts of the floor need to be replacedIf customers do not have this additional material, we are not able to obtain an exact match, as different dye slots are used in the manufacturing process If you should have any questions or need additional information, please do not hesitate to contact my office
I hardly know where to begin my response I talked to the technician who was at her home and he categorically denied throwing anything at Mrs*** He said she was constantly crowding him while he was working At one point he removed a pan that was dripping water and to prevent the water from dripping onto the electrical board he quickly handed it Mrs*** If she had not been crowding him I guess this never would have been construed by her as "an assult" In fact if she had been on the other side of the kitchen as she told me she never would have been near him and he could not have handed the pan to her Mrs [redacted] has made a big thing about her telling him what was wrong with the refrigerator If my technicians merely did what the customer told us to do to repair their appliances there would be a lot of unrepaired appliances This technician took the time to call GE from the home to discuss what symptoms he found He concluded after a one hour visit that the refrigerator needed the fan motor to complete the repair Mrs [redacted] declined to have the repair done.If you read her complaint it is filled with holes How could she hear my technician get short with the technical help expert while he was in the truck talking to the technical expert? Does that mean she was standing outside next to the truck while he was in the truck talking to the techline? The technician said the working conditions in her home were very difficult He had difficult moving around due to all the objects that were in the kitchen In fact he had difficulty just getting in the door to get to the refrigerator due to all the items in his wayit was a very trying experience and he requested as soon as he was in his truck and away from her to never be sent to her home againImagine this coming from a technician who does ten calls a day five days a weekit says a lot about the customerI talked to Mrs [redacted] and her vituperative attitude evidenced during our conversation helped me understand her true nature I offered to come over to her house with my lead technician to look over the working conditions and she went off the deep end She even threatened to go to the police to file a report.We always treat customers right and that can mean we do not agree with them when they are wrong Some people are just down right difficult to deal with and that does not make them right or mistreated It can make for trying circumstances for the technician It should be noted that we are working in people's homes where they think they are kings I could go on but it would be uselessWe have put Mrs [redacted] on our preferred list We prefer she call someone She is on our permanent do not service list which takes a lot of effort by a customer to get on I am sorry we cashed her check The person who handles the check cashing is not a customer service representative so the check went right to the bank once the paperwork came into our office We will be sending Mrs [redacted] a refund and wipe the slate clean.Sincerely, [redacted] President
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] ***
At this point we wish this customer to pursue the matter with the extended warranty company from whom she bought the service contract They were the one who could have assigned her to other choices of subcontractor We are not the only game in town We have been in the business for over fifty years and in good standing with Revdex.com.! If we were the kind of company she said we were we would not still be in business She is barking up the wrong tree May we advise Ms [redacted] to air her frustration with Assurant No apology is due from us If anything, she owes me and my staff an apology for saying that "my company does not want to do warranty work because we just want to rip people off on non warranty repair" It is a true form of defamation We will not be responding to any further correspondence regarding this matter We need to use our precious time to take care of customers who both need and appreciate our service.Have a good day.David Borsani
The technician who told this customer that the compressor was bad has been doing repairs for over thirty years If he has nay tattoos he must keep them well hidden I have never seen any tattoo on any part of his body The compressor was growling and it was not running when he arrived The refrigerator was not cooling at the time we arrived and I am sure this customer will not dispute this factWe also had two technicians at the home, one was a trainee and both confirmed the unit was not cooling at the time of arrival and the compressor was making a growling noise and would not start if you have done enough repairs you can tell a bad compressor just by the sound and you do not have to take the whole refrigerator apart to know a bad compressor when you hear one This customer plainly did not like the fact that my technician was able to diagnose the problem without taking the unit apart This was his big issue It is just like the story of plumber coming into a home and fixing a boiler by just rapping it with a hammer he give the customer a bill for $When questioned why so much when he was only there twenty minutes he says $for the time in the home and $for the knowledge of where to hit the broiler to make it work The same applies to our knowledge and skills even though this customer does not appreciate them.This customer neglected to tell the Bureau that he gave us a bad credit card # It was only when we made repeated calls to his home explaining the consequences of not paying his bill that he finally came into our store and made a big scene I have four employees who witnessed his behavior I finally had to tell him that if he did not leave I was going to call the police.He also threatened to make a UTUBE video of the broken refrigerator and embarrass us publicly.It is very unusual but a compressor that is locked can unlock itself by the bouncing around as a product is moved The customer cannot deny that the refrigerator was not cooling when we arrived nor was the compressor running End of story There is nothing we can do for this customer He is already on our do not service list
I TALKED TO B [redacted] ABOUT WHAT HE FOUND ON THE DISHWASHER HE HAS NEVER SEEN A DISHWASHER SO FILLED WITH SCALE FRRM MINERAL DEPOSITS IN ALL HIS THIRTY PLUS YEARS OF SERVICE NORMALLY THE ROTOR IS REMOVED BY SIMPLY ROTATING THE ROTOR ABOUT ONE QUARTER TURN AND IT LIFTS RIGHT OUT WHEN HE TRIED TO ROTATE THE ROTOR THE UPPER PARTS SEPARATED FROM THE LOWER PART OF THE ROTOR THIS WAS NOT DUE TO MALFEASNACE ON OUR PART BUT RATHER THE EFFECT THE MINERALS HAVE HAD ON THE PART B [redacted] SHOWED THE BROKEN PART TO MRS***; POSSBILY SHE DID NOT UNDERSTAND IT WAS BROKEN I WANT TO ASSURE THE Revdex.com AS WELL AS THE MRS*** THAT WE DID NOT USE UNDUE FORCE ON THE PART IT JUST BROKE BY THE SIMPLE PROCESS OF TRYING TO ROTATE THE PART MINERALS AND HEAT CAN UNDERMINE THE BEST MADE PRODUCTS AND PARTS I AM SURE IF THIS PART WAS SENT TO [redacted] THEY WOULD FIND THAT THE PART DETERIORATED FROM THE ENVIRONMENT IT WAS OPERATING IN.I THINK THE BEST THING TO BE DONE IS FOR THE ***S TO RETURN THE PART AND BUY A NEW DISHWASHER OR TRY WHATEVER PRODUCT THEY WANT TO USE TO DESCALE THE DISHWASHER AND THEN SEE IF THEY CAN INSTALL THE NEW ROTOR.IN REGARDS TO THE OTHER APPLIANCES WE DID A DIAGNOSIS ON EACH THE WASHER NEEDS A PART AND THE PART IS ON ORDER THE OTHER UNIT SHE CHOSE WISELY NOT TO REPAIR DUE TO THE HIGH COST OF REPAIR SADLY WE HAVE TO CHARGE TO DO WORK IT IS IMPOSSBILE TO SEND A $30,TRUCK FILLED WITH $10,IN PARTS AND PAY A TECHNICIAN WITHOUT CHARGING FOR THE OUR SERVICES INCIDETNALLY, WE LOOKED OVER ALL THREE OF HER CALLS BEFORE WE CAME TO HER HOUSE IN ORDER TO PRE-QUALIFY THE CALLS FOR PARTS WE HAD THE PART FOR THE DISHWASHER BUT WE DID NOT HAVE THE PART FOR THE WASHER DUE TO THE FACT THAT MRS [redacted] DID NOT CALL BACK THE MODEL NUMBER TO US HOWEVER WE DID PULL ALL THE WATER VALVES WE HAD IN STOCK BUT THEY WERE CORRECT PART FOR HER MODEL WE COULD NOT PRE-DAIGNOSE THE RANGE TOP DUE TO A INCOMPLETE MODEL AND NOT BEING SURE WHAT MIGHT BE NEEDED BASED ON THE COMPLAINT I DO NOT FEEL WE DID ANYTHING WRONG AND I WISH THE ***S HAD CALLED OUR OFFICE OUR OFFICE IS ONLY FIFTEEN MINUTES FROM THEIR HOUSE AND OUR PHONE ARE ON FROM 8:00AM TO 5:30PM.SINCERELY, [redacted] PRESIDENT
Dear Sir or Madam: I have reviewed the Mr [redacted] 's response and have the following observationMr [redacted] has changed his complaint, as his original statement was "no where on the contract does it say anything about returns..." Now, he is admitting that he cancelled his contract and is subject a restocking fee because it does in fact state that on his contractA restocking fee amount or percentage is not listed on his receipt/contract as restocking fees charged to our store vary by manufacturer or distributor and we pass them through to our customerAs stated before, we have been selling and installing floors for over years and recommend that our customers have a box or two of material after the job is completedIn this business, no project is a one-time project, and as accidents happen, additional' material may be needed in the futureThe additional boxes of material can then be used if there is ever damage to the existing floor and/or parts of the floor need to be replacedIf customers do not have this additional material, we are not able, to obtain an exact match, as different dye lots are used in the manufacturing processIf you should have any.questions or need additional information, please do not hesitate to contact my officeSincerely, [redacted]
I have attached two scanned documents of Dr [redacted] s check # *** given to our technician on August 4th by Ms [redacted] ***In a separate email a scanned copy of the service order that Ms [redacted] [redacted] called us forThank you for your attentionDavid CB [redacted] [redacted] Subject: Case ID # [redacted] The attached is a copy of the service ticket ordered by Ms [redacted] ***for the repair on her Viking Vent system.Thank you very much for your attention to this matter.David CB [redacted]
I already wrote Mr [redacted] a letter The essence of the story is this he called because his refrigerator was not cooling When we arrived it was not cooling as he reported My technician removed the rear panel of the refrigerator section and found the evaporator starved for Freon This [redacted] refrigerator has dual evaporator system and a device called a step valve distributes the Freon between the freezer and the fresh food section When Bo saw the evaporator starved for Freon he noted that the unit had a sealed system problem which it did at the time he was there I suggested in my letter that Mr [redacted] call [redacted] and talk to their technical service group to verify what I said is true.We did not misdiagnose the problem The unit was malfunctioning upon arrival and upon leaving The step valve was stuck at the time we were there I do not know how long it will last but everyday that it does works is good news As a final note we charge the customer a service call even if there is no defect found We found a defect that was evident at the time No refund is dueDavid B [redacted]
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 Regards, [redacted]
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 Bo, the tech, told me that it was leaking freonI said I did not smell it, his response was "it has to be at a higher temp to smell it"He said it was a sealed system and would cost about $to repairHe also told me he could order the parts to fix it if I chose t have him do itHis suggeston was to buy a new refredgeraterI would not have done so if I thought my old one would return to serviceAs far as them telling me to contact [redacted] and talk to them about it, I think that mabe Bo should have done thatI was told that Bo knew [redacted] s like the the back of his handThe receipt that was given to me had additional copy on itIf the above information does not suggest a Misdiagnosis then I don't know what doesIf I get a refund or not (and obviously I will not), at least I will know better than to have any future contact with the firm Regards, [redacted] ***
Dear Sir or Madam: I have reviewed the complaint with the flooring professinal, [redacted] , and disagree with Mr [redacted] 's grievancesFor this job Mr [redacted] provided us with his own measurements, which we used to complete his orderTherefore, he is the one responsible for ordering more material than was needed for his projectAs we have an offsite warehouse with inventory, every order we make is not a special order, and the words "Special Order" were clearly written on his contractFurthermore, the contract states, "cancellation of special orders are subject to a restocking fee"Mr [redacted] is essentially cancelling two boxes of his "special order," which are in fact subject to a restocking fee and would negate any credit or refund due to himtime project, and as accidents happen, additional material may be needed in the future.The additional boxes of material can then be used if there is ever damage to the existing floor and / or parts of the floor need to be replacedIf customers do not have this additional material, we are not able to obtain an exact match, as different dye slots are used in the manufacturing process If you should have any questions or need additional information, please do not hesitate to contact my office
I hardly know where to begin my response I talked to the technician who was at her home and he categorically denied throwing anything at Mrs*** He said she was constantly crowding him while he was working At one point he removed a pan that was dripping water and to prevent the water from dripping onto the electrical board he quickly handed it Mrs*** If she had not been crowding him I guess this never would have been construed by her as "an assult" In fact if she had been on the other side of the kitchen as she told me she never would have been near him and he could not have handed the pan to her Mrs [redacted] has made a big thing about her telling him what was wrong with the refrigerator If my technicians merely did what the customer told us to do to repair their appliances there would be a lot of unrepaired appliances This technician took the time to call GE from the home to discuss what symptoms he found He concluded after a one hour visit that the refrigerator needed the fan motor to complete the repair Mrs [redacted] declined to have the repair done.If you read her complaint it is filled with holes How could she hear my technician get short with the technical help expert while he was in the truck talking to the technical expert? Does that mean she was standing outside next to the truck while he was in the truck talking to the techline? The technician said the working conditions in her home were very difficult He had difficult moving around due to all the objects that were in the kitchen In fact he had difficulty just getting in the door to get to the refrigerator due to all the items in his wayit was a very trying experience and he requested as soon as he was in his truck and away from her to never be sent to her home againImagine this coming from a technician who does ten calls a day five days a weekit says a lot about the customerI talked to Mrs [redacted] and her vituperative attitude evidenced during our conversation helped me understand her true nature I offered to come over to her house with my lead technician to look over the working conditions and she went off the deep end She even threatened to go to the police to file a report.We always treat customers right and that can mean we do not agree with them when they are wrong Some people are just down right difficult to deal with and that does not make them right or mistreated It can make for trying circumstances for the technician It should be noted that we are working in people's homes where they think they are kings I could go on but it would be uselessWe have put Mrs [redacted] on our preferred list We prefer she call someone She is on our permanent do not service list which takes a lot of effort by a customer to get on I am sorry we cashed her check The person who handles the check cashing is not a customer service representative so the check went right to the bank once the paperwork came into our office We will be sending Mrs [redacted] a refund and wipe the slate clean.Sincerely, [redacted] President
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] ***