R.S. Lewis Plumbing and Heating

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I understand the company came to evaluate my unit but failed to have the correct evaluation, we had companies look at the unit within the month and both determined there was a voltage issue and didn't jump to a conclusion to replace the entire unitthe voltage issue didn't occur after the evaluation, this was the original issue and once fixed by the other company the unit has been In working condition without any further issues In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

We acknowledge the installation for this consumer as described.However, we disagree that we have been unresponsive or that we have not tried to rectify this situation.We have spoken [redacted] numerous times as well as the Village inspectorThe installation of a condensate drain is in question by the village inspector, who admittedly states he is unclear if the issue he raised is actually an issue, violation or concern.While we disagree with what the inspector wants us to do (rerouting the drain indoors) as does the manufacturer of the equipment, we are wiling to relocate the condensate drain just the same.We have offered to get this scheduled as soon as the consumer can provide us access to the home during business hours on Monday - Friday 8:am - 2:pm

[redacted] had an LG Ductless system installed by another contractor and NOT by Master MechanicalHe was having problems with this equipment and the company that installed it would not return to his home to make the needed repairs.While we empathize with the customer, the equipment has issues and should be replaced by the company that installed it, which is exactly what we would do had we done the original installation.When our tech evaluated the LG system, he contacted the LG tech support line and walked thru the issues the equipment was havingOur tech agreed with the LG tech support on the resolution of the issuesWe quoted the customer a cost to repair the equipment.We went as far as to tell the customer he should call the installing contractor back and have these repairs done at no cost to himHe chose to have us make the repairs and pay us for the repairs.Upon completion of the repairs on September ***, the equipment ran with no issue until October **, At which time the customer called and said the equipment was not workingWe responded immediately and went to the customers home and evaluated the equipmentOur technician determined there were multiple issues with the equipment and that we would need to contact LG technical supportSince we did not install this equipment, there would be a charge to provide this serviceOur technician explained this to the customer and the customer declined our serviceOur technician again explained to the customer he should be calling back the installing contractor and should not be paying for these repairsAt this point we left off with the customer he would get back to usThe customer called back on October ***, asking for a managerHe was told a manager would call him back on the ***, which a manager did and left a messageOn the [redacted] the customer returned the called making multiple threats of calling the Revdex.com and making bad reviewsHe was again told he should call his installing contractor, but for some unknown reason he would notWe gain explained to him, we do not hold the warranty on his equipment and since we did not install it we can not service it free of chargeClearly the customer is not happy with this situation, we feel bad he is having equipment issues and that the company that should be helping him is notThat being said, we can not work for freeWe are more than willing to return to his home to help him, we will contact LG tech support to once again trouble shoot the equipmentHowever, any repairs needed or replacement of the equipment can not be done for free

We spoke to ** *** today 4-**-16, ** *** agreed he had not contacted us prior to this complaintHad he contacted us, we would have resolved the issue just as we did today.We have agreed to reimburse *** *** the service fee of $+ tax as he requestedHe should receive his
refund by April **, 2016.We consider this matter closed and resolved to the customers satisfaction,

Good afternoon, We acknowledge providing service for *** *** and we acknowledge his call hereMy office actually spoke with *** *** on 7/** around 4:pmThey then contacted me and I left a message on his cell phone number to give me a callAs far as I know I have not heard
back from him until seeing this complaintThat being said, we have no issues assisting *** *** with any work that is our responsibilityAfter reviewing his paperwork, we are not seeing any specifics on his air handler or service required for same.The service order states repairs and renovations to his air conditioning condenser, not the air handler. Therefore, currently, I am at a loss to understand his issueThe technician that was at his home is currently on vacation and I am going to try and contact him.As soon as I do speak with him, and gain a full understanding of the situation, I will contact *** *** directly to attempt to resolve this matter to *** *** satisfaction.This may take a few days to respond back, Additionally, the complaint says this is the second notice, for the record, this is the first time we are seeing this complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
the office manager, Vicki G***, did handle the phone calls each day and she was extremely curtious and helpful which I explained to Jamie B*** when we finally got to speak to each otherThe frustration was when I requested to speak to Jamie B***, that was where the delay wasI did make this known in my initial statement. In their response to my complaint, they stated they would reach out to me even though I failed to contact them, Please be advised that to date, I have not heard from anyone from Master Mechanical. they stated they apologized, however nothing has changed, it's poor communicationWhat would have been the situation if I responded that there wasn't any storms in the area, would the replacement been covered under warranty? I just feel that a decision to charge me was made without any proper disassembly and inspection of the part. since they have not heard from the manufacturer yet, there appears nothing to discussI will be patient and wait for Master Mechanical to advise me of the manufacturer's decision. I did pay for the replacement of the part, the system has been working excellentI hope that they will have some good news when we do get to speak.Again, I have always been very pleased in the past with the quality of service they provided and the professionalism of their staff
thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Master Mechanical stated that a manager called me and left a message, that it is a lieNo one has called me or left me messagesSince this complaint was filed no one has contacted me from Master Mechanical to try to rectify this issue. First of all, the entire purpose of hiring Master Mechanical was to fix the mistake of the original installerWe have explained to them all of the issues and they agreed to take the jobWhen Master Mechanical accepted the job for $1162, the agreement was that they would repair the unit completelyShould the unit, post their repair, not work againwe would need not to worry as their $repair had a warranty on the repairWith regards to calling back the original installer - We hired Master Mechanical because the original installer vanished completelyWhen we approached MM for assistance, we had originally disclosed that to themSo for them to keep telling us to go back to original installer is counter productiveUpon completion of the repairs on September ***, - ROBERT, the tech working for MM had advised us not to run the unit until we call an electrician to test the lines and the voltageWe contacted Neighborhood electric the next dayThe earliest they could come out was on September **, Neighborhood electric did a full inspection of the power lines and voltage and said there were NO issuesWe have proof and invoiceBeing this was already the end of September and beginning of October, the weather in NY started to get coldWith a small little baby in the house, we couldn't just run our AC for an adequate amount of time to "test" how it was workingAbout a week later, we had a hot day in NY and we did get the chance to run the AC as it was unbearably hot in this houseAfter only a short hours of continuous running time, our AC unit goes out for the same exact reason it went out originallyWe called back on October **, complaining about the same issueJeannine (customer service rep) in the service department of MM informed me that we are under the day warranty and therefore didn't have to pay anything unless if they found that it was necessary for them to swap the entire unitThen they would have to charge labor, which we agreed toRobert the same tech comes out to our home and looks at ACHe informed us that we have to pay $for him to speak to the tech support at LG however there is no "service call" charge because they said it was under warrantyThe point is, if it is under warranty then why are they trying to charge us this $feeOn top of that to make matters worse, when we called back Jeannine to ask her to speak with a supervisor, we were lied to when she said that someone called us backNo one to this day has yet to call us backAll this time she was rude and unprofessional with us, telling us that she just got back from lunch and didn't know what was going on at the moment and needed a few minutes to call us backWe never received a phone call from her. They keep saying in this response that they kept telling us to go back to the original installerThat is untrue since MM was informed originally from the beginning of our relationship that the other installer vanished and wasn't responding to usWe also informed the same to LG when we were trying to find a company that would come out to help fix our AC issueWe are tired of being lied to by Master MechanicalMM warranty is clearly written out on their receipt and was also informed to us verballyWe have contacted them within the appropriate time frame and do believe they should honor their written guarantee.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

We stated our response in the previous reply, there is no need to repeat ourselves.Once again, the owner is not understanding what we have saidWe are willing to return to his home and call LG tech support to determine the cause of his failures.The failures in question are not related to the previous work we performed, if they were, we would most certainly honor the day warrantyRegardless, in order to provide great customer service, we will return to the home and contact LG tech support at no cost to the owner.However, any repairs or replacement LG claims are needed , can NOT be done for freeThese repairs are over and above our original repairs.Had we installed this equipment, all these issues would be covered for free under the warranty we provide, since we did not install this equipment, any of these repairs are not covered.Please email me at *** a time and number we can contact you to arrange the service visit

We are apologetic and empathetic to your concern..However, we performed the exact service we said we wouldWe explained over the telephone there was a $evaluation fee to visit your home and evaluate your equipment.We would then offer a diagnosis and repair cost optionsIf
repairs were made, we would waive the $evaluation fee.Upon evaluating the equipment, our tech determined the equipment was years old, used an outdated refrigerant and the unit wasn't worth fixing.The issue at the time was the compressor was not in manufacturers specification and needed replacementThere was not a voltage issue as claimed on the submitted repair ticket from another companyIf this voltage issue occurred, it happened at another time.See the submitted receipt which was approximately one month after we were at the homeWe were there on 6/**/and this other repair ticket is from 7/**/17We explained to the customer in good faith the unit wasn't worth fixing in our professional opinionThe owner paid the evaluation fee and agreed to have one of our comfort advisers visit with her for replacement options.Apparently she didn't choose to use our company for replacement which is her choiceAt no time did we not do what we said we would do, and we did not charge the customer one cent more than we said we would.The repair receipt she has submitted to us is highly suspectIt is from a company over miles away in upstate NYAccording to this repair company website, they only service upstate NYThis company does not appear to have any Nassau county licenses with the DOB or consumer affairs and is not listed with the Revdex.comWe find it hard to believe they drove over miles for a $repair.Therefore, since we honored what we said we would do, and in light up this suspect receipt for work performed one month after we were there, we are unable to provide a refund of the evaluation fee at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I understand the company came to evaluate my unit but failed to have the correct evaluation, we had 2 companies look at the unit within the month and both determined there was a voltage issue and didn't jump to a conclusion to replace the entire unit. the voltage issue didn't occur after the evaluation, this was the original issue and once fixed by the other company the unit has been In working condition without any further issues. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 To whom it may concern: I have received the response from Master Mechanical on my Revdex.com...

complaint ID [redacted] and would like to rebuttal it as I find a lot of false information in their response to my complaint.If you may, please take a look at our response to their rebuttal as Master Mechanical is not being truthful and we have paper trails to prove it.  Please see below our rebuttal to their answer to our complaint.  "First of all, the entire purpose of hiring Master Mechanical was to fix the mistake of the original installer. We have explained to them all of the issues and they agreed to take the job. When Master Mechanical accepted the job for $1162, the agreement was that they would repair the unit completely. Should the unit, post their repair, not work again... we would need not to worry as their $1162 repair had a warranty on it. With regards to calling back the original installer - We hired Master Mechanical because the original installer vanished completely. When we approached MM for assistance, we had originally disclosed that to them. So for them to keep telling us that is counter productive. Upon completion of the repairs on September [redacted], 2017 - ROBERT, the tech working for MM had advised us not to run the unit until we call an electrician to test the lines and the voltage. We contacted Neighborhood electric the next day. The earliest they could come out was on September **, 2017. Neighborhood electric did a full inspection of the power lines and voltage and said there were NO issues. We have proof. Being this was already the end of September and beginning of October, the weather in NY started to get cold. With a small little baby in the house, we couldn't just run our AC for an adequate amount of time to "test" how it was working. About a week later, we had a hot day in NY  and we did get the chance to run the AC as it was unbearably hot in this house. After only a short 2 hours of continuous running time, our AC unit goes out for the same exact reason it went out originally. We called back on October **, 2017 complaining about the same issue. Jeaneane (customer service rep) in the service department of MM informed me that we are under the 90 day warranty and therefore didn't have to pay anything unless if they found that it was necessary for them to swap the entire unit. Then they would have to charge labor, which we agreed to. Robert the same tech comes out to our home and looks at AC. He informed us that we have to pay $189 for him to speak to the tech support at LG however there is no "service call" charge because they said it was under warranty. The point is, if it is under warranty then why are they trying to charge us this $189 fee. On top of that to make matters worse, when we called back jeaneane to ask her to speak with a supervisor, we were lied to when she said that someone called us back. No one to this day has yet to call us back. All this time she was rude and unprofessional with us, telling us that she just got back from lunch and didn't know what was going on at the moment and needed a few minutes to call us back. We never received a phone call from her.  They keep saying in this response that they kept telling us to go back to the original installer. That is untrue since MM was informed originally from the beginning of our relationship that the other installer vanished and wasn't responding to us. We also informed the same to LG when we were trying to find a company that would come out to help fix our AC issue. We are tired of being lied to by Master Mechanical. Warranty by definition is a written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time. ... MM warranty is clearly written out on their receipt and was also informed to us verbally. We have contacted them within the appropriate time frame and do believe they should honor their written guarantee. " 
 
 
 Sincerely,
[redacted]

[redacted] had an LG Ductless system installed by another contractor and NOT by Master Mechanical. He was having problems with this equipment and the company that installed it would not return to his home to make the needed repairs.While we empathize with the customer, the equipment has issues and should be replaced by the company that installed it, which is exactly what we would do had we done the original installation.When our tech evaluated the LG system, he contacted the LG tech support line and walked thru the issues the equipment was having. Our tech agreed with the LG tech support on the resolution of the issues. We quoted the customer a cost to repair the equipment.We went as far as to tell the customer he should call the installing contractor back and have these repairs done at no cost to him. He chose to have us make the repairs and pay us for the repairs.Upon completion of the repairs on September [redacted], 2017 the equipment ran with no issue until October **, 2017. At which time the customer called and said the equipment was not working. We responded immediately and went to the customers home and  evaluated the equipment. Our technician determined there were multiple issues with the equipment and that we would need to contact LG technical support. Since we did not install this equipment, there would be a charge to provide this service. Our technician explained this to the customer and the customer declined our service. Our technician again explained to the customer he should be calling back the installing contractor and should not be paying for these repairs. At this point we left off with the customer he would get back to us. The customer called back on October [redacted], asking for a manager. He was told a manager would call him back on the [redacted], which a manager did and left a message. On the [redacted] the customer returned the called making multiple threats of calling the Revdex.com and making bad reviews. He was again told he should call his installing contractor, but for some unknown reason he would not. We gain explained to him, we do not hold the warranty on his equipment and since we did not install it we can not service it free of charge. Clearly the customer is not happy with this situation, we feel bad he is having equipment issues and that the company that should be helping him is not. That being said, we can not work for free. We are more than willing to return to his home to help him, we will contact LG tech support to once again trouble shoot the equipment. However, any repairs needed or replacement of the equipment can not be done for free.

We acknowledge the installation for this consumer as described.However, we disagree that we have been unresponsive or that we have not tried to rectify this situation.We have spoken [redacted] numerous times as well as the Village inspector. The installation of a condensate drain is in question by...

the village inspector, who admittedly states he is unclear if the issue he raised is actually an issue, violation or concern.While we disagree with what the inspector wants us to do (rerouting the drain indoors) as does the manufacturer of the equipment, we are wiling to relocate the condensate drain just the same.We have offered to get this scheduled as soon as the consumer can provide us access to the home during normal business hours on Monday - Friday 8:00 am - 2:00 pm.

After discussing this situation with our technician, we have a difference of opinion and what was and wasn't said.I am a licensed Master technician for over 30 years, and I can absolutely say it certainly is possible a fouled condenser coil led to the failure of the compressor.It is possible...

for this condition to weaken the compressor over time and cause its eventual failure, whether it be a week or a year after the condenser coil was cleaned.It is apparent regular maintenance was not performed on this system since its installation.It is IMPOPSSIBLE for any one to diagnose an air conditioning system over the phone theorizing what caused it failure.That being said, I am currently not open to providing a refund. However pending review of the receipts for the work that was eventually done by others we may consider it.The documentation can be emailed directly to [redacted] attention Joe B

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The person who responded to my complaint was not truthful: No one ever contacted me about this problem despite the numerous calls that I have made to them. I have yet to be contacted about this issue and it still remains unresolved.  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

We have been dealing with [redacted] on recent heating issues which is correct. On two separate occasions we had two separate factory trained technicians advise [redacted] he needed a control board and related electronics in his heating equipment replaced.On both occasions he didn't wish to...

proceed and did not want to have the repairs made. After subsequent multiple conversations from our office, we agreed to make a third visit to his home. This visit being after he called another company that he told us was unable to make the needed repairs. Had this other company made repairs, he would have no need to call us back in, especially if he was unhappy with our original two diagnosis. Shelli explained to [redacted] that we would be glad to send a technician back to his home, in doing so our normal visit charge of $159.00 would apply. He was also told if we did any repairs, we would waive the $159.00. [redacted] agreed and we scheduled the visit. Upon our technicians arrival, as we customarily do, our technician reviewed the call and the charges. [redacted] got belligerent, vulgar and loud at which time my technician left and did not enter his home. A complete waste of our time and money!![redacted] spoke with Shelli the following day and she again recapped their previous conversation and what the expected costs would be. At this point [redacted] claimed he would not pay any monies and he was told we would be unable to help him.There is no warranty issue here, just a simple case of someone wanting something for nothing. The fact of the matter is, we should be sending [redacted] a bill for our time wasted. As far as the surge protector, yes our tech responded to the question of what causes electrical components to fail which is typically 90% of the time, power fluctuations and a surge protector would resolve these issues.[redacted] called in an electrician (licensed I would assume) whom apparently felt a surge protector was warranted after evaluating [redacted] home. As a master electrician and professional, I cant imagine a company installing something that wasn't needed. Typically a surge protector will protect all electronics in a home and this day and age is a useful piece of equipment regardless. Therefore, we find [redacted] claim invalid and unwarranted with no cause for any kind of refund.

The response is an out and out lie. My daughter was never in the house when the Tech was there. She is a school teacher and was at work. My 98 year old mother and her aide were home.I was never told I purchased a warranty for $300. I was never given an invoice breaking down the charges.(nor any paper work on the "warranty") I was charged for a service call, which is not be to charged if the work is done (according to the company rep I spoke to when I booked the service call). Why was I charged $300 to test their"work". Why was the second credit card  charge put through without my authorization or my son's?.(who came to my  house on the first day, not my daughter). I was also reachable by phone and I spoke to the Tech by phone on the first day..I am not disputing that the company made a repair, I am stating I was "ripped off" by the company.For a "Reputable" company, they are nothing but scam artists. The Tech saw and old women and an aide and thought they were easy prey to rip off.[redacted]

The statement made here by the consumer is a complete fabrication.First our Nassau County consumer affair  license is not suspended and we did not fail to appear for a hearing. The hearing was postponed to 8-**, so once again the consumer is fabricating details.Additionally, this consumer was...

to be onsite when our technicians were, and mysteriously was unavailable in person, but was able to speak to our technician via phone. Our technician in good faith still went ahead and evaluated the boiler problem. Determined the problem and over the phone spoke to the consumer and explained the repair and the cost. The consumer was also given 5 different options of repair with corresponding pricing. The consumer chose under no pressure the option costing $1650. He supplied a credit card over the phone for the deposit. We left the site for the day, acquired the needed parts and returned the following day. Once again the consumer was asked to be onsite, but instead left his daughter there and would only communicate with us via phone. We performed the needed repairs and when we tried to obtain payment, the consumer could not be reached via phone and his daughter had no form of payment. The daughter was asked to sign the work order and refused. Our technician left the home. Later that day the consumers daughter called with a credit card to make final payment.These repairs are still in effect and there is no issue with the repairs. The consumer was quoted a repair cost which we honored and now after the fact wants to renegotiate. The consumer attempted to dispute his credit card charge and after we supplied the needed documentation, his credit card company sided with us. This seems like a premeditated method  this consumer operates by which is fraudulent and underhanded.Never the less, we attempted to settle this matter with an offered discount of $465.00 which he declined.The fact is we lived up to our end of the repair and the consumer is underhandedly trying to extort money from us by going to his credit card company, the Revdex.com and consumer affairs. None of which will work as we are 100% in the right. Please see the communication trail between us attached  [redacted]
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The notes in our system state customer was left messages to resolve.Regardless, I personally left a message on [redacted] cell phone and home phone at 10:30 am today.Additionally I sent him an email to call me to discuss the resolution to this matter. [redacted]

In reviewing [redacted] claim, we must disagree with his time line of phone calls with our office.His calls were handled promptly and expeditiously.Upon diagnosis of [redacted] air handler our technician determined there was a failed motor. The failure was not typical or inline with a normal motor...

failure and after discussion with the manufacturer, it was deemed this would not be covered under the manufacturers warranty as there was an outside condition contributory to this failure.[redacted] was explained the situation and told he would need to pay for the repairs needed. We also explained if we were able to get the motor covered under warranty from the manufacturer, we would reimburse the cost of the motor. The manufacturer agreed to evaluate the motor as a courtesy to us, but the customer was given no false hope.Therefore we sent the motor out for examination and to date have not received a verdict. This process could take up to 90 days and currently were at a touch over 60.We have had no communication with the customer prior to today except for the below email from him yesterday which stated he would call us and never did. It was our plan to reach out to [redacted] today since we didn't hear from him yesterday. So as it stands, the only thing we could have done better is to call the customer to notify him we have not heard from the manufacturer and will stay on top of the situation and be in touch once we have a resolve. So for that we apologize.We will follow up on this matter frequently to resolve one way or the other. Other than that, we believe there is nothing further that can be done.[redacted]
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