[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Although I supposedly agreed to a bill of $that was not possible over the phone because the technician claimed he did not know about the need to replace the expansion tank and that is why he had someone deliver it Also, he billed $and not $ I found the coupon right before he left I was quoted $and then the bill increased to add the expansion tank if you look at the repair order/invoice Also, the repair order/invoice was not signed when the technician arrived because my wife was not home when he arrive It was signed when the bill was paidAlso, they contradict themselves in their response when the first work was completed In one paragraph they state days after they did the first work there was a problem and in another paragraph they say days In reality, the work was completed on December 23rd and not December 18th We saw the leak on the 29th, about days after the first work was done even though it could have been immediately since we do not go in the basement often If they want to contradict that date, then they also need to contradict Discover Card since that is the transaction date; as well as, the date on Agentis’ receiptAlso, the email(s) they are using are inaccurate as to dates and incomplete as to substanceIn one response, they say I called them for the high pressure because I said they were cheaper than *** When I disputed that fact, they now say they “crosses path” with [redacted] and know they competeThe first paragraph certainly can summarize their position when they came to our home Even though they claim to provide pressure checks without charge, they don’t do it on a year old faucet because according to them, pressure does not cause a leak “age and quality of water” causes a leak In this case they were told what I thought, called Northampton Borough Municipal Authority when they told me to, didn’t like the answer and did what they wanted and that was replaceWe installed a new faucet because they told us that was the problem even after we told them the pressure seemed higher than it had been They are the experts and we relied on their representations We replaced the sink because it only made sense that if we were replacing a faucet, we should also replace a sink Unfortunately for us, the faucet did not need to be replaced and neither did the sinkLastly, just so there is no misunderstanding, this type of replacement is exactly what is covered and the reason Pennsylvania has to have a consumer protection lawThey seem to be constructing or reconstructing their internal notes of the transaction each time they make a responseWe are prepared based on the transaction and their responses to file a civil action against them under the consumer protection law and will request triple damages, attorney’s fees and costs as provided for in the statuteRegards, [redacted] ***
As we have spoken last week, We had sent the requested check amount of $to [redacted] I can not review the letter at this time, but if you reviewed it as you can plainly see this complaint was generated a extremely long time after any service was performed.Although we understand his concern, the wording of letter was concerning.We never disputed or confirmed that this was or was not a accident by our service technician.Nor are we taking a position of not believing him of the possible solder or flux that may have dripped on his item, or that it took many many months for him to see the item That is certainly understandable depending on where the item may be located.With the tone of the body of the letter we decided it was best to just take care of the matter as requested with out reviewing the item in person, or having personal contactAs [redacted] chose to write usWe are certainly sorry and apologize for the situation and forwarded the check to [redacted] as stated above.I had been out of town for several weeks prior to speaking with you last week and Email was not always available to meThis answer took longer than it should have to be generated
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Although I supposedly agreed to a bill of $that was not
possible over the phone because the technician claimed he did not know about
the need to replace the expansion tank and that is why he had someone deliver
it. Also, he billed $and not
$485. I found the coupon right before he
left I was quoted $and then the
bill increased to add the expansion tank if you look at the repair
order/invoice. Also, the repair
order/invoice was not signed when the technician arrived because my wife was
not home when he arrive. It was signed
when the bill was paid.Also, they contradict themselves in their response when the
first work was completed. In one
paragraph they state days after they did the first work there was a problem
and in another paragraph they say days.
In reality, the work was completed on December 23rd and not
December 18th. We saw the
leak on the 29th, about days after the first work was done even
though it could have been immediately since we do not go in the basement often
If they want to contradict that date,
then they also need to contradict Discover Card since that is the transaction
date; as well as, the date on Agentis’ receiptAlso, the email(s) they are
using are inaccurate as to dates and incomplete as to substance.In one response, they say I called them for the high
pressure because I said they were cheaper than ***. When I disputed that fact, they now say they
“crosses path” with *** and know they compete.The first paragraph certainly can summarize their position
when they came to our home. Even though
they claim to provide pressure checks without charge, they don’t do it on a
year old faucet because according to them, pressure does not cause a leak “age
and quality of water” causes a leak. In
this case they were told what I thought, called Northampton Borough Municipal
Authority when they told me to, didn’t like the answer and did what they wanted
and that was replace.We installed a new faucet because they told us that was the
problem even after we told them the pressure seemed higher than it had
been. They are the experts and we relied
on their representations. We replaced
the sink because it only made sense that if we were replacing a faucet, we
should also replace a sink. Unfortunately
for us, the faucet did not need to be replaced and neither did the sink.Lastly, just so there is no misunderstanding, this type of
replacement is exactly what is covered and the reason Pennsylvania has to have
a consumer protection lawThey seem to be constructing or reconstructing their
internal notes of the transaction each time they make a response.We are prepared based on the transaction and their responses
to file a civil action against them under the consumer protection law and will request
triple damages, attorney’s fees and costs as provided for in the statute.Regards,
*** ***
December 12rd 2013Received a phone call from *** *** that they had leaking kitchen faucetCustomer said they have had this faucet for a very long time and it has leaked on numerous occasion** *** stated that he ordered parts 3-separate times from the manufacture, received the parts by mail
and repaired the faucet himself 3-times in the pastHe asked about replacing the faucetAn appointment was made from December 13th to take a look at the faucet to see if repair or replacement was the best option. December 13th 2013Our technician arrived at the home of **& *** ***The technician proceeded to the kitchen area and evaluated the faucetFound the *** faucet very old and in need of replacementExplained that once a faucet has been repaired numerous times it often is worn internally and needs to be replaced because repairing it won't hold up*** *** requested a new *** handle Brushed Nickel with spray faucetExplained that there are a lot of options and that our office would email him different faucets options with prices for installationOnce approved by the customer the faucet would be ordered and installation date scheduled. Emailed several options back and forth to the *** familyQuoted the customer $for a new two handle or single handle *** Brushed Nickel faucetThe customer called other plumbers for prices and said in an email that my price was the highestExplained that we have $off coupon in the phone book that they could take off the $The customer approved the price and the faucet was orderedThe installation date was scheduled for December 18th 2013.December 18th 2013Arrived back to the job site with the new faucetRemoved the items under the sink and began disconnecting the old faucetOnce under the sink the technician inspected the sinkFound heavy rust and corrosion where the faucet went through the sinkThe sink was weak and rusted out where the faucet went through underneathExplained the findings to the customerQuoted the customer $for a new sinkExplained the new faucet could be installed on the current sink, but it is not recommended and while the old faucet is off it would be a good time to upgrade to a heavier gauge stainless steel sinkThe customer approved of the work and a new sink was orderedThe total quote was $for the new faucet and $for the new sink and the customer was welcomed to used the $off couponLeft the old faucet in place for the time being and scheduled the new faucet and sink installation to be completed on December 23rd 2013. December 23rd 2013Arrived back to the job site with the new faucet and sinkDisconnected the old faucet and removed the old sink from the counter A new Elkay stainless steel sink was installed over the counter top and secured in placeA new strainer was installed into the sink and connected to the existing drainage underneathThe new *** single handle Brushed Nickel faucet was installed on the new sink and secured in placeNew water lines were connected to the new faucet and connected the existing valvesAll work was tested for proper operation and the work area was cleanedThe customer was pleased, signed the invoice that they were satisfied and paid invoice in full. December 31st 2013The customer called the office and requested to speak with the manager who he had been speaking with about the faucet and sinkHe explained that the Pressure Reducing Valve (PRV) on the water main in the basement just began to leak*** *** called *** to come out and look at it*** said the PRV on the main water line and expansion tank on the water heater needed to be replaced*** quoted *** *** a price for the replacement of the two componentsHe asked our opinion of ***s diagnosis and what our price would be for the replacement of the PRV and expansion tankHe found our price of $to be substantially cheaperDue to the holiday, emergency service was scheduled for later the that day. Arrived at the job site and confirmed that the PRV began to leak to in the basement earlier that day and that the expansion tank had failed and was filled with waterHad customer approve the pricing and give approval to proceedShut down the main line, removed the old PRV from the main line and the expansion tank from the water heaterCleaned and prepped the copper line and installed a new 3/4" PRV on the main lineInstalled a new expansion tank on the water line by the water heaterTurned the main on and set the pressureTested and cleaned up the job siteThe customer approved, was pleased with the work performed and paid the invoice. October 16th months later *** *** sends a typed letter to our office looking for a refund on the faucet and sink for $At no point in time during any worked performed from Dec 13th - Dec 23rd was there any form of complaintFrom Dec 23rd to Oct 16th no phone calls or complaints were made to our officeUpgrading and replacing a leaking faucet that had been repair 3-times in the past and upgrading a rusted out sink in the kitchen is not related to a leaking PRV in the basement *** ***, never once mentioned "pressure issues" on any of the initial phone calls, emails or service calls before Dec31st when the PRV failedThe pressure issue began on Dec 31st which is why the unit began to leak in the basementMajor brand faucets such as *** & *** are designed to be able handle a range of low and high water pressures and not leakThe faucet leaked because it was very old and the internal body of the faucet was worn, the sink didn't need to be replaced but replacement was recommended due heavy rust and pittingThe customer chose to upgrade their faucet and sink, unfortuntutely the PRV and expansion tank failed in the basement a week later which caused and unexpected expense to the customer
From: Date: Sat, Jun 27, at 7:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] company did finally issue a check for the damages that they did It took awhile and was only accomplished with your help I did not know I could respond to you via this email address Your help and time were very much needed to help settle this dispute, as other than your mediation, the company just ignored me and the damages Not even an apology Your help and time are most gratefully appreciated Thank you!Sincerely, *** ***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:The response is nonsense. Our faucet was only about years old. It was replaced when our countertop was replaced It was not original with the house In fact the repairman knew that is was not very It was not very old. Before the work was done I spoke to the Don (the repairman) and also to Nate that the washer insert was replaced and that it would drip within a about a week or so. *** stated they did not know what the problem was with the unit. In fact, *** sent me a new faucet, but Don told me if he would put it on that Agentis would not guarantee it. Don ask me to show it to him which I did Don told me that he did not know why Nate would say he had all of the various faucets on the truck since he did not and could not carry that many do to the sheer volume of trucks Agentis has on the road. I told both the Don (th repairman) and Nate the pressure seemed high and Don (the repairman) told me to call the water complany to see if they had problems. I did and they did not and said there might be a problem with the pressure value in the home. The water authority told me they used or did not use (I don't remember their response) something called a gravity system) I told that to Don and NateBoth just dismissed it and told me I needed a new faucet and I should also replace the sink. That we did. The water heater may have begun leaking immediately, but I did not see it for a few days after the new sink was installed and called *** since I have a contract with them. *** put a guage on the water heater and also told me the expanison tank baffle was bad and that I needed to call a plumber. At no time did I talk to *** about replacing the tank/valve nor did I get a price from them to do the expansion tank and the pressure value for the home. So, I am not sure how Agentis knows they are cheaper then ***. In fact, the man that replaced the expansion tank and the pressured reducer value never bothered to check the pressure on the leaking faucet. I went upstairs and when I came back down the value was off and laying on the floor. I ask him what the pressure was and he told me he never checked it since *** checked it. I said that it was ridiculous that I was told the faucet in the kitchen was bad and needed to replace it when I told Don and Nate there seemed to be a problem with the pressure. Now, less then a week later and there was the same problem but now with a different faucet. He talked to Nate as least twice and Nate said that I couild not prove it was the reducer value that caused the leak. I was not given a total price until the value was off. So, I don't know how he could have given me a price when he arrived because he did not bring a tank with him.They also refused to not charge for a seperate trip on the price since the repairman (not Don a different man) did not have a tank on the truck. This was even so that when Agentis was called to arrange service, the girl was told exactly what *** told us. Agentis was called early on December 31st. They were not told it was an emergency like they are now saying they provided emergency service. It was during the day. We had a dripping faucet from the water heater. Also, at no time did anyone tell me I was paying for emergency service which I apparantly paid for.As far as Complaints, I made it to the repairman when he replaced the pressurer reducer valve for the house and the tank. I then waited to see if anything else was going to leak and it did not. To my recollection, I called Nate and he did not returen my call. But in any event, I sent a letter during April that was ignored. In October I sent them another letter and they again ignored it which prompted this Complaint.I stand by my Complaint. If Agentis is not willing to resolve this issue, then I am willing to take it further. Regards,
*** ***
December 12rd 2013Received a phone call from [redacted] that they had leaking kitchen faucet. Customer said they have had this faucet for a very long time and it has leaked on numerous occasion. [redacted] stated that he ordered parts 3-4 separate times from the manufacture, received the parts by...
mail and repaired the faucet himself 3-4 times in the past. He asked about replacing the faucet. An appointment was made from December 13th to take a look at the faucet to see if repair or replacement was the best option.
December 13th 2013
Our technician arrived at the home of **. & [redacted]. The technician proceeded to the kitchen area and evaluated the faucet. Found the [redacted] faucet very old and in need of replacement. Explained that once a faucet has been repaired numerous times it often is worn internally and needs to be replaced because repairing it won't hold up. [redacted] requested a new [redacted] 2 handle Brushed Nickel with spray faucet. Explained that there are a lot of options and that our office would email him different faucets options with prices for installation. Once approved by the customer the faucet would be ordered and installation date scheduled.
Emailed several options back and forth to the [redacted] family. Quoted the customer $489.00 for a new two handle or single handle [redacted] Brushed Nickel faucet. The customer called other plumbers for prices and said in an email that my price was the highest. Explained that we have $40 off coupon in the phone book that they could take off the $489.00. The customer approved the price and the faucet was ordered. The installation date was scheduled for December 18th 2013.
December 18th 2013
Arrived back to the job site with the new faucet. Removed the items under the sink and began disconnecting the old faucet. Once under the sink the technician inspected the sink. Found heavy rust and corrosion where the faucet went through the sink. The sink was weak and rusted out where the faucet went through underneath. Explained the findings to the customer. Quoted the customer $551.00 for a new sink. Explained the new faucet could be installed on the current sink, but it is not recommended and while the old faucet is off it would be a good time to upgrade to a heavier gauge stainless steel sink. The customer approved of the work and a new sink was ordered. The total quote was $489 for the new faucet and $551 for the new sink and the customer was welcomed to used the $40 off coupon. Left the old faucet in place for the time being and scheduled the new faucet and sink installation to be completed on December 23rd 2013.
December 23rd 2013
Arrived back to the job site with the new faucet and sink. Disconnected the old faucet and removed the old sink from the counter. A new Elkay stainless steel sink was installed over the counter top and secured in place. A new strainer was installed into the sink and connected to the existing drainage underneath. The new [redacted] single handle Brushed Nickel faucet was installed on the new sink and secured in place. New water lines were connected to the new faucet and connected the existing valves. All work was tested for proper operation and the work area was cleaned. The customer was pleased, signed the invoice that they were satisfied and paid invoice in full.
December 31st 2013
The customer called the office and requested to speak with the manager who he had been speaking with about the faucet and sink. He explained that the Pressure Reducing Valve (PRV) on the water main in the basement just began to leak. [redacted] called [redacted] to come out and look at it. [redacted] said the PRV on the main water line and expansion tank on the water heater needed to be replaced. [redacted] quoted [redacted] a price for the replacement of the two components. He asked our opinion of [redacted]s diagnosis and what our price would be for the replacement of the PRV and expansion tank. He found our price of $485.00 to be substantially cheaper. Due to the holiday, emergency service was scheduled for later the that day.
Arrived at the job site and confirmed that the PRV began to leak to in the basement earlier that day and that the expansion tank had failed and was filled with water. Had customer approve the pricing and give approval to proceed. Shut down the main line, removed the old PRV from the main line and the expansion tank from the water heater. Cleaned and prepped the copper line and installed a new 3/4" PRV on the main line. Installed a new expansion tank on the water line by the water heater. Turned the main on and set the pressure. Tested and cleaned up the job site. The customer approved, was pleased with the work performed and paid the invoice.
October 16th 2014
10 months later [redacted] sends a typed letter to our office looking for a refund on the faucet and sink for $1000.00. At no point in time during any worked performed from Dec 13th - Dec 23rd was there any form of complaint. From Dec 23rd to Oct 16th no phone calls or complaints were made to our office. Upgrading and replacing a leaking faucet that had been repair 3-4 times in the past and upgrading a rusted out sink in the kitchen is not related to a leaking PRV in the basement. [redacted], never once mentioned "pressure issues" on any of the initial phone calls, emails or service calls before Dec. 31st when the PRV failed. The pressure issue began on Dec 31st which is why the unit began to leak in the basement. Major brand faucets such as [redacted] & [redacted] are designed to be able handle a range of low and high water pressures and not leak. The faucet leaked because it was very old and the internal body of the faucet was worn, the sink didn't need to be replaced but replacement was recommended due heavy rust and pitting. The customer chose to upgrade their faucet and sink, unfortuntutely the PRV and expansion tank failed in the basement a week later which caused and unexpected expense to the customer.
As we have spoken last week, We had sent the requested check amount of $100.00 to [redacted]. I can not review the letter at this time, but if you reviewed it as you can plainly see this complaint was generated a extremely long time after any service was performed.Although we...
understand his concern, the wording of letter was concerning.We never disputed or confirmed that this was or was not a accident by our service technician.Nor are we taking a position of not believing him of the possible solder or flux that may have dripped on his item, or that it took many many months for him to see the item . That is certainly understandable depending on where the item may be located.With the tone of the body of the letter we decided it was best to just take care of the matter as requested with out reviewing the item in person, or having personal contact. As [redacted] chose to write us. We are certainly sorry and apologize for the situation and forwarded the check to [redacted] as stated above.I had been out of town for several weeks prior to speaking with you last week and Email was not always available to me. This answer took longer than it should have to be generated.
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
The response is nonsense. Our faucet was only about 5 years old. It was replaced when our countertop was replaced. It was not original with the house. In fact the repairman knew that is was not very It was not very old. Before the work was done I spoke to the Don (the repairman) and also to Nate that the washer insert was replaced and that it would drip within a about a week or so. [redacted] stated they did not know what the problem was with the unit. In fact, [redacted] sent me a new faucet, but Don told me if he would put it on that Agentis would not guarantee it. Don ask me to show it to him which I did. Don told me that he did not know why Nate would say he had all of the various faucets on the truck since he did not and could not carry that many do to the sheer volume of trucks Agentis has on the road. I told both the Don (th repairman) and Nate the pressure seemed high and Don (the repairman) told me to call the water complany to see if they had problems. I did and they did not and said there might be a problem with the pressure value in the home. The water authority told me they used or did not use (I don't remember their response) something called a gravity system) . I told that to Don and Nate. Both just dismissed it and told me I needed a new faucet and I should also replace the sink. That we did. The water heater may have begun leaking immediately, but I did not see it for a few days after the new sink was installed and called [redacted] since I have a contract with them. [redacted] put a guage on the water heater and also told me the expanison tank baffle was bad and that I needed to call a plumber. At no time did I talk to [redacted] about replacing the tank/valve nor did I get a price from them to do the expansion tank and the pressure value for the home. So, I am not sure how Agentis knows they are cheaper then [redacted]. In fact, the man that replaced the expansion tank and the pressured reducer value never bothered to check the pressure on the leaking faucet. I went upstairs and when I came back down the value was off and laying on the floor. I ask him what the pressure was and he told me he never checked it since [redacted] checked it.
I said that it was ridiculous that I was told the faucet in the kitchen was bad and needed to replace it when I told Don and Nate there seemed to be a problem with the pressure. Now, less then a week later and there was the same problem but now with a different faucet. He talked to Nate as least twice and Nate said that I couild not prove it was the reducer value that caused the leak. I was not given a total price until the value was off. So, I don't know how he could have given me a price when he arrived because he did not bring a tank with him.They also refused to not charge for a seperate trip on the price since the repairman (not Don a different man) did not have a tank on the truck. This was even so that when Agentis was called to arrange service, the girl was told exactly what [redacted] told us.
Agentis was called early on December 31st. They were not told it was an emergency like they are now saying they provided emergency service. It was during the day. We had a dripping faucet from the water heater. Also, at no time did anyone tell me I was paying for emergency service which I apparantly paid for.
As far as Complaints, I made it to the repairman when he replaced the pressurer reducer valve for the house and the tank. I then waited to see if anything else was going to leak and it did not. To my recollection, I called Nate and he did not returen my call. But in any event, I sent a letter during April that was ignored. In October I sent them another letter and they again ignored it which prompted this Complaint.
I stand by my Complaint. If Agentis is not willing to resolve this issue, then I am willing to take it further.
Regards,
[redacted]
To whom it may concern;
sans-serif;">
The following is an account of the details that have transpired
with [redacted] and [redacted].
We were called to the residence to unblock a toilet at the
residence on 7/2/15 and performed the service the same day. Our technician
arrived at the house and, after speaking with the customer, determined the proper
course of action to remedy the problem. The technician quoted a cost for the
necessary procedure. The price was presented to [redacted] and she signed the
upper portion of our invoice, acknowledging that the recommended procedure
could be performed for the quoted amount.
The technician completed the service of unblocking the toilet and
tested the toilet’s function numerous times after the work was done, with the customer
present. After testing the toilet to be sure it was working properly, he filled
out and completed the invoice, and received the check for the agreed-upon
amount for the service. [redacted]
signed the invoice to agree on the completion of the job and received a copy of
the invoice. Our technician left the residence.
The above is our standard operating procedure. Please see enclosed
copy of the invoice.
It was approximately 10 days later that we received notice from
the bank that the check given to us by the [redacted] had bounced and was returned
by the bank for insufficient funds. Accounts Receivable Manager Sandy M[redacted] called
and spoke with [redacted] on 7/15/15 to inform her of the bounced check. [redacted] stated that her bank account had been compromised, causing the check to
bounce. She then promised to call the next day, 7/16/15, to pay the invoice off
with a credit card. No phone call ever came. Sandy M[redacted] contacted [redacted]
again the next month on 8/25/15 while doing accounts payable. Sandy was unable
to reach [redacted], but left a message that we were still waiting for payment
of the bad check as promised.
At no time did the [redacted] contact us by phone or letter that
there was any problem with the service we had performed, or that the toilet
wasn’t working properly. We received no complaint and no response as to how
they intended to take care of the payment they owed.
On 9/14/15, our Accounts Receivable department sent a certified
letter to the [redacted], informing them that we still had not received
reimbursement for the bounced check back in July. The letter requested that
payment to be made by money order or cash received in our office by 9/30/15.
Our office received no response or payment.
On 10/21/15 our accounts representative Emily called and spoke
with [redacted] regarding the bounced check from July. [redacted] stated that
her bank account situation had finally been rectified and that she would send
in the money order right away. She apologized for the delay in payment. Unfortunately
no payment was received as another promise was broken.
On 11/4/15, a second certified letter was sent stating that payment
must be made immediately or legal action would have to be taken. [redacted]
called our office on 11/6/15 and asked for Emily, but she was unavailable at the
time. CSR Renee took the call and asked if she could take a message, but [redacted] said there was no message.
A payment in the form of a money order was finally received in our
office on 11/10/15, four months after the original check bounced due to
non-sufficient funds. Along with the money order came the first indication that
the customer had any complaint whatsoever. The note read as follows: "Please
note, your representative was only here about 10 minutes. Pulled out 1 little
string. Did not work when left. $175 down the drain literally for nothing.
Still doesn't work. Reporting to Revdex.com! "
We researched the complaint at this point first for our own sake.
We pulled the original paperwork from the call and took a look at the procedure
to see if SOP was performed, then we pulled the GPS report for the technician
assigned to the call. The GPS report tracked the technician on site of the job
for 1 hour not the 10 minutes as [redacted] claimed. As stated previously, the
technician both quoted the amount prior to the work performed, and tested the
work after completion. The [redacted] agreed at the time of completion that toilet
was working and signed that they were satisfied with work performed.
The [redacted] had service for a blocked toilet on 7/2/15. At no time
in the four-month period between the service and proper payment being tendered,
did the customer mention any complaint until 11/10/15 after the second
certified letter threatening legal action if payment was not received. We have
procedures that we follow any time a customer has a concern or complaint regarding
a service they received.
It is our hope that, based upon the circumstances of the bounced
check payment, the inaccurate service time stated in the note written by the
customer, and the fact that no type of complaint was ever received for over
four months, you would find the complaint unfounded. Enclosed, please find the
invoice, copies of the (2) certified letters, a copy of the original check received,
the note from customer, and a copy of the money order.
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Although I supposedly agreed to a bill of $485 that was not
possible over the phone because the technician claimed he did not know about
the need to replace the expansion tank and that is why he had someone deliver
it. Also, he billed $525 and not
$485. I found the coupon right before he
left. I was quoted $350 and then the
bill increased to add the expansion tank if you look at the repair
order/invoice. Also, the repair
order/invoice was not signed when the technician arrived because my wife was
not home when he arrive. It was signed
when the bill was paid.
Also, they contradict themselves in their response when the
first work was completed. In one
paragraph they state 18 days after they did the first work there was a problem
and in another paragraph they say 13 days.
In reality, the work was completed on December 23rd and not
December 18th. We saw the
leak on the 29th, about 6 days after the first work was done even
though it could have been immediately since we do not go in the basement often.
If they want to contradict that date,
then they also need to contradict Discover Card since that is the transaction
date; as well as, the date on Agentis’ receipt. Also, the email(s) they are
using are inaccurate as to dates and incomplete as to substance.
In one response, they say I called them for the high
pressure because I said they were cheaper than [redacted]. When I disputed that fact, they now say they
“crosses path” with [redacted] and know they compete.
The first paragraph certainly can summarize their position
when they came to our home. Even though
they claim to provide pressure checks without charge, they don’t do it on a 5
year old faucet because according to them, pressure does not cause a leak “age
and quality of water” causes a leak. In
this case they were told what I thought, called Northampton Borough Municipal
Authority when they told me to, didn’t like the answer and did what they wanted
and that was replace.
We installed a new faucet because they told us that was the
problem even after we told them the pressure seemed higher than it had
been. They are the experts and we relied
on their representations. We replaced
the sink because it only made sense that if we were replacing a faucet, we
should also replace a sink. Unfortunately
for us, the faucet did not need to be replaced and neither did the sink.
Lastly, just so there is no misunderstanding, this type of
replacement is exactly what is covered and the reason Pennsylvania has to have
a consumer protection law. They seem to be constructing or reconstructing their
internal notes of the transaction each time they make a response.
We are prepared based on the transaction and their responses
to file a civil action against them under the consumer protection law and will request
triple damages, attorney’s fees and costs as provided for in the statute.
Regards,
[redacted]
As we have spoken last week, We had sent the requested check amount of $100.00 to [redacted]. I can not review the letter at this time, but if you reviewed it as you can plainly see this complaint was generated a extremely long time after any service was performed.Although we understand...
his concern, the wording of letter was concerning.We never disputed or confirmed that this was or was not a accident by our service technician.Nor are we taking a position of not believing him of the possible solder or flux that may have dripped on his item, or that it took many many months for him to see the item . That is certainly understandable depending on where the item may be located.With the tone of the body of the letter we decided it was best to just take care of the matter as requested with out reviewing the item in person, or having personal contact. As [redacted] chose to write us. We are certainly sorry and apologize for the situation and forwarded the check to [redacted] as stated above.I had been out of town for several weeks prior to speaking with you last week and Email was not always available to me. This answer took longer than it should have to be generated.
[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 Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Although I supposedly agreed to a bill of $that was not possible over the phone because the technician claimed he did not know about the need to replace the expansion tank and that is why he had someone deliver it Also, he billed $and not $ I found the coupon right before he left I was quoted $and then the bill increased to add the expansion tank if you look at the repair order/invoice Also, the repair order/invoice was not signed when the technician arrived because my wife was not home when he arrive It was signed when the bill was paidAlso, they contradict themselves in their response when the first work was completed In one paragraph they state days after they did the first work there was a problem and in another paragraph they say days In reality, the work was completed on December 23rd and not December 18th We saw the leak on the 29th, about days after the first work was done even though it could have been immediately since we do not go in the basement often If they want to contradict that date, then they also need to contradict Discover Card since that is the transaction date; as well as, the date on Agentis’ receiptAlso, the email(s) they are using are inaccurate as to dates and incomplete as to substanceIn one response, they say I called them for the high pressure because I said they were cheaper than *** When I disputed that fact, they now say they “crosses path” with [redacted] and know they competeThe first paragraph certainly can summarize their position when they came to our home Even though they claim to provide pressure checks without charge, they don’t do it on a year old faucet because according to them, pressure does not cause a leak “age and quality of water” causes a leak In this case they were told what I thought, called Northampton Borough Municipal Authority when they told me to, didn’t like the answer and did what they wanted and that was replaceWe installed a new faucet because they told us that was the problem even after we told them the pressure seemed higher than it had been They are the experts and we relied on their representations We replaced the sink because it only made sense that if we were replacing a faucet, we should also replace a sink Unfortunately for us, the faucet did not need to be replaced and neither did the sinkLastly, just so there is no misunderstanding, this type of replacement is exactly what is covered and the reason Pennsylvania has to have a consumer protection lawThey seem to be constructing or reconstructing their internal notes of the transaction each time they make a responseWe are prepared based on the transaction and their responses to file a civil action against them under the consumer protection law and will request triple damages, attorney’s fees and costs as provided for in the statuteRegards, [redacted] ***
As we have spoken last week, We had sent the requested check amount of $to [redacted] I can not review the letter at this time, but if you reviewed it as you can plainly see this complaint was generated a extremely long time after any service was performed.Although we understand his concern, the wording of letter was concerning.We never disputed or confirmed that this was or was not a accident by our service technician.Nor are we taking a position of not believing him of the possible solder or flux that may have dripped on his item, or that it took many many months for him to see the item That is certainly understandable depending on where the item may be located.With the tone of the body of the letter we decided it was best to just take care of the matter as requested with out reviewing the item in person, or having personal contactAs [redacted] chose to write usWe are certainly sorry and apologize for the situation and forwarded the check to [redacted] as stated above.I had been out of town for several weeks prior to speaking with you last week and Email was not always available to meThis answer took longer than it should have to be generated
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:
Although I supposedly agreed to a bill of $that was not
possible over the phone because the technician claimed he did not know about
the need to replace the expansion tank and that is why he had someone deliver
it. Also, he billed $and not
$485. I found the coupon right before he
left I was quoted $and then the
bill increased to add the expansion tank if you look at the repair
order/invoice. Also, the repair
order/invoice was not signed when the technician arrived because my wife was
not home when he arrive. It was signed
when the bill was paid.Also, they contradict themselves in their response when the
first work was completed. In one
paragraph they state days after they did the first work there was a problem
and in another paragraph they say days.
In reality, the work was completed on December 23rd and not
December 18th. We saw the
leak on the 29th, about days after the first work was done even
though it could have been immediately since we do not go in the basement often
If they want to contradict that date,
then they also need to contradict Discover Card since that is the transaction
date; as well as, the date on Agentis’ receiptAlso, the email(s) they are
using are inaccurate as to dates and incomplete as to substance.In one response, they say I called them for the high
pressure because I said they were cheaper than ***. When I disputed that fact, they now say they
“crosses path” with *** and know they compete.The first paragraph certainly can summarize their position
when they came to our home. Even though
they claim to provide pressure checks without charge, they don’t do it on a
year old faucet because according to them, pressure does not cause a leak “age
and quality of water” causes a leak. In
this case they were told what I thought, called Northampton Borough Municipal
Authority when they told me to, didn’t like the answer and did what they wanted
and that was replace.We installed a new faucet because they told us that was the
problem even after we told them the pressure seemed higher than it had
been. They are the experts and we relied
on their representations. We replaced
the sink because it only made sense that if we were replacing a faucet, we
should also replace a sink. Unfortunately
for us, the faucet did not need to be replaced and neither did the sink.Lastly, just so there is no misunderstanding, this type of
replacement is exactly what is covered and the reason Pennsylvania has to have
a consumer protection lawThey seem to be constructing or reconstructing their
internal notes of the transaction each time they make a response.We are prepared based on the transaction and their responses
to file a civil action against them under the consumer protection law and will request
triple damages, attorney’s fees and costs as provided for in the statute.Regards,
*** ***
December 12rd 2013Received a phone call from *** *** that they had leaking kitchen faucetCustomer said they have had this faucet for a very long time and it has leaked on numerous occasion** *** stated that he ordered parts 3-separate times from the manufacture, received the parts by mail
and repaired the faucet himself 3-times in the pastHe asked about replacing the faucetAn appointment was made from December 13th to take a look at the faucet to see if repair or replacement was the best option. December 13th 2013Our technician arrived at the home of **& *** ***The technician proceeded to the kitchen area and evaluated the faucetFound the *** faucet very old and in need of replacementExplained that once a faucet has been repaired numerous times it often is worn internally and needs to be replaced because repairing it won't hold up*** *** requested a new *** handle Brushed Nickel with spray faucetExplained that there are a lot of options and that our office would email him different faucets options with prices for installationOnce approved by the customer the faucet would be ordered and installation date scheduled. Emailed several options back and forth to the *** familyQuoted the customer $for a new two handle or single handle *** Brushed Nickel faucetThe customer called other plumbers for prices and said in an email that my price was the highestExplained that we have $off coupon in the phone book that they could take off the $The customer approved the price and the faucet was orderedThe installation date was scheduled for December 18th 2013.December 18th 2013Arrived back to the job site with the new faucetRemoved the items under the sink and began disconnecting the old faucetOnce under the sink the technician inspected the sinkFound heavy rust and corrosion where the faucet went through the sinkThe sink was weak and rusted out where the faucet went through underneathExplained the findings to the customerQuoted the customer $for a new sinkExplained the new faucet could be installed on the current sink, but it is not recommended and while the old faucet is off it would be a good time to upgrade to a heavier gauge stainless steel sinkThe customer approved of the work and a new sink was orderedThe total quote was $for the new faucet and $for the new sink and the customer was welcomed to used the $off couponLeft the old faucet in place for the time being and scheduled the new faucet and sink installation to be completed on December 23rd 2013. December 23rd 2013Arrived back to the job site with the new faucet and sinkDisconnected the old faucet and removed the old sink from the counter A new Elkay stainless steel sink was installed over the counter top and secured in placeA new strainer was installed into the sink and connected to the existing drainage underneathThe new *** single handle Brushed Nickel faucet was installed on the new sink and secured in placeNew water lines were connected to the new faucet and connected the existing valvesAll work was tested for proper operation and the work area was cleanedThe customer was pleased, signed the invoice that they were satisfied and paid invoice in full. December 31st 2013The customer called the office and requested to speak with the manager who he had been speaking with about the faucet and sinkHe explained that the Pressure Reducing Valve (PRV) on the water main in the basement just began to leak*** *** called *** to come out and look at it*** said the PRV on the main water line and expansion tank on the water heater needed to be replaced*** quoted *** *** a price for the replacement of the two componentsHe asked our opinion of ***s diagnosis and what our price would be for the replacement of the PRV and expansion tankHe found our price of $to be substantially cheaperDue to the holiday, emergency service was scheduled for later the that day. Arrived at the job site and confirmed that the PRV began to leak to in the basement earlier that day and that the expansion tank had failed and was filled with waterHad customer approve the pricing and give approval to proceedShut down the main line, removed the old PRV from the main line and the expansion tank from the water heaterCleaned and prepped the copper line and installed a new 3/4" PRV on the main lineInstalled a new expansion tank on the water line by the water heaterTurned the main on and set the pressureTested and cleaned up the job siteThe customer approved, was pleased with the work performed and paid the invoice. October 16th months later *** *** sends a typed letter to our office looking for a refund on the faucet and sink for $At no point in time during any worked performed from Dec 13th - Dec 23rd was there any form of complaintFrom Dec 23rd to Oct 16th no phone calls or complaints were made to our officeUpgrading and replacing a leaking faucet that had been repair 3-times in the past and upgrading a rusted out sink in the kitchen is not related to a leaking PRV in the basement *** ***, never once mentioned "pressure issues" on any of the initial phone calls, emails or service calls before Dec31st when the PRV failedThe pressure issue began on Dec 31st which is why the unit began to leak in the basementMajor brand faucets such as *** & *** are designed to be able handle a range of low and high water pressures and not leakThe faucet leaked because it was very old and the internal body of the faucet was worn, the sink didn't need to be replaced but replacement was recommended due heavy rust and pittingThe customer chose to upgrade their faucet and sink, unfortuntutely the PRV and expansion tank failed in the basement a week later which caused and unexpected expense to the customer
From: Date: Sat, Jun 27, at 7:AMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected] company did finally issue a check for the damages that they did It took awhile and was only accomplished with your help I did not know I could respond to you via this email address Your help and time were very much needed to help settle this dispute, as other than your mediation, the company just ignored me and the damages Not even an apology Your help and time are most gratefully appreciated Thank you!Sincerely, *** ***
[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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:The response is nonsense. Our faucet was only about years old. It was replaced when our countertop was replaced It was not original with the house In fact the repairman knew that is was not very It was not very old. Before the work was done I spoke to the Don (the repairman) and also to Nate that the washer insert was replaced and that it would drip within a about a week or so. *** stated they did not know what the problem was with the unit. In fact, *** sent me a new faucet, but Don told me if he would put it on that Agentis would not guarantee it. Don ask me to show it to him which I did Don told me that he did not know why Nate would say he had all of the various faucets on the truck since he did not and could not carry that many do to the sheer volume of trucks Agentis has on the road. I told both the Don (th repairman) and Nate the pressure seemed high and Don (the repairman) told me to call the water complany to see if they had problems. I did and they did not and said there might be a problem with the pressure value in the home. The water authority told me they used or did not use (I don't remember their response) something called a gravity system) I told that to Don and NateBoth just dismissed it and told me I needed a new faucet and I should also replace the sink. That we did. The water heater may have begun leaking immediately, but I did not see it for a few days after the new sink was installed and called *** since I have a contract with them. *** put a guage on the water heater and also told me the expanison tank baffle was bad and that I needed to call a plumber. At no time did I talk to *** about replacing the tank/valve nor did I get a price from them to do the expansion tank and the pressure value for the home. So, I am not sure how Agentis knows they are cheaper then ***. In fact, the man that replaced the expansion tank and the pressured reducer value never bothered to check the pressure on the leaking faucet. I went upstairs and when I came back down the value was off and laying on the floor. I ask him what the pressure was and he told me he never checked it since *** checked it. I said that it was ridiculous that I was told the faucet in the kitchen was bad and needed to replace it when I told Don and Nate there seemed to be a problem with the pressure. Now, less then a week later and there was the same problem but now with a different faucet. He talked to Nate as least twice and Nate said that I couild not prove it was the reducer value that caused the leak. I was not given a total price until the value was off. So, I don't know how he could have given me a price when he arrived because he did not bring a tank with him.They also refused to not charge for a seperate trip on the price since the repairman (not Don a different man) did not have a tank on the truck. This was even so that when Agentis was called to arrange service, the girl was told exactly what *** told us. Agentis was called early on December 31st. They were not told it was an emergency like they are now saying they provided emergency service. It was during the day. We had a dripping faucet from the water heater. Also, at no time did anyone tell me I was paying for emergency service which I apparantly paid for.As far as Complaints, I made it to the repairman when he replaced the pressurer reducer valve for the house and the tank. I then waited to see if anything else was going to leak and it did not. To my recollection, I called Nate and he did not returen my call. But in any event, I sent a letter during April that was ignored. In October I sent them another letter and they again ignored it which prompted this Complaint.I stand by my Complaint. If Agentis is not willing to resolve this issue, then I am willing to take it further. Regards,
*** ***
December 12rd 2013Received a phone call from [redacted] that they had leaking kitchen faucet. Customer said they have had this faucet for a very long time and it has leaked on numerous occasion. [redacted] stated that he ordered parts 3-4 separate times from the manufacture, received the parts by...
mail and repaired the faucet himself 3-4 times in the past. He asked about replacing the faucet. An appointment was made from December 13th to take a look at the faucet to see if repair or replacement was the best option.
December 13th 2013
Our technician arrived at the home of **. & [redacted]. The technician proceeded to the kitchen area and evaluated the faucet. Found the [redacted] faucet very old and in need of replacement. Explained that once a faucet has been repaired numerous times it often is worn internally and needs to be replaced because repairing it won't hold up. [redacted] requested a new [redacted] 2 handle Brushed Nickel with spray faucet. Explained that there are a lot of options and that our office would email him different faucets options with prices for installation. Once approved by the customer the faucet would be ordered and installation date scheduled.
Emailed several options back and forth to the [redacted] family. Quoted the customer $489.00 for a new two handle or single handle [redacted] Brushed Nickel faucet. The customer called other plumbers for prices and said in an email that my price was the highest. Explained that we have $40 off coupon in the phone book that they could take off the $489.00. The customer approved the price and the faucet was ordered. The installation date was scheduled for December 18th 2013.
December 18th 2013
Arrived back to the job site with the new faucet. Removed the items under the sink and began disconnecting the old faucet. Once under the sink the technician inspected the sink. Found heavy rust and corrosion where the faucet went through the sink. The sink was weak and rusted out where the faucet went through underneath. Explained the findings to the customer. Quoted the customer $551.00 for a new sink. Explained the new faucet could be installed on the current sink, but it is not recommended and while the old faucet is off it would be a good time to upgrade to a heavier gauge stainless steel sink. The customer approved of the work and a new sink was ordered. The total quote was $489 for the new faucet and $551 for the new sink and the customer was welcomed to used the $40 off coupon. Left the old faucet in place for the time being and scheduled the new faucet and sink installation to be completed on December 23rd 2013.
December 23rd 2013
Arrived back to the job site with the new faucet and sink. Disconnected the old faucet and removed the old sink from the counter. A new Elkay stainless steel sink was installed over the counter top and secured in place. A new strainer was installed into the sink and connected to the existing drainage underneath. The new [redacted] single handle Brushed Nickel faucet was installed on the new sink and secured in place. New water lines were connected to the new faucet and connected the existing valves. All work was tested for proper operation and the work area was cleaned. The customer was pleased, signed the invoice that they were satisfied and paid invoice in full.
December 31st 2013
The customer called the office and requested to speak with the manager who he had been speaking with about the faucet and sink. He explained that the Pressure Reducing Valve (PRV) on the water main in the basement just began to leak. [redacted] called [redacted] to come out and look at it. [redacted] said the PRV on the main water line and expansion tank on the water heater needed to be replaced. [redacted] quoted [redacted] a price for the replacement of the two components. He asked our opinion of [redacted]s diagnosis and what our price would be for the replacement of the PRV and expansion tank. He found our price of $485.00 to be substantially cheaper. Due to the holiday, emergency service was scheduled for later the that day.
Arrived at the job site and confirmed that the PRV began to leak to in the basement earlier that day and that the expansion tank had failed and was filled with water. Had customer approve the pricing and give approval to proceed. Shut down the main line, removed the old PRV from the main line and the expansion tank from the water heater. Cleaned and prepped the copper line and installed a new 3/4" PRV on the main line. Installed a new expansion tank on the water line by the water heater. Turned the main on and set the pressure. Tested and cleaned up the job site. The customer approved, was pleased with the work performed and paid the invoice.
October 16th 2014
10 months later [redacted] sends a typed letter to our office looking for a refund on the faucet and sink for $1000.00. At no point in time during any worked performed from Dec 13th - Dec 23rd was there any form of complaint. From Dec 23rd to Oct 16th no phone calls or complaints were made to our office. Upgrading and replacing a leaking faucet that had been repair 3-4 times in the past and upgrading a rusted out sink in the kitchen is not related to a leaking PRV in the basement. [redacted], never once mentioned "pressure issues" on any of the initial phone calls, emails or service calls before Dec. 31st when the PRV failed. The pressure issue began on Dec 31st which is why the unit began to leak in the basement. Major brand faucets such as [redacted] & [redacted] are designed to be able handle a range of low and high water pressures and not leak. The faucet leaked because it was very old and the internal body of the faucet was worn, the sink didn't need to be replaced but replacement was recommended due heavy rust and pitting. The customer chose to upgrade their faucet and sink, unfortuntutely the PRV and expansion tank failed in the basement a week later which caused and unexpected expense to the customer.
As we have spoken last week, We had sent the requested check amount of $100.00 to [redacted]. I can not review the letter at this time, but if you reviewed it as you can plainly see this complaint was generated a extremely long time after any service was performed.Although we...
understand his concern, the wording of letter was concerning.We never disputed or confirmed that this was or was not a accident by our service technician.Nor are we taking a position of not believing him of the possible solder or flux that may have dripped on his item, or that it took many many months for him to see the item . That is certainly understandable depending on where the item may be located.With the tone of the body of the letter we decided it was best to just take care of the matter as requested with out reviewing the item in person, or having personal contact. As [redacted] chose to write us. We are certainly sorry and apologize for the situation and forwarded the check to [redacted] as stated above.I had been out of town for several weeks prior to speaking with you last week and Email was not always available to me. This answer took longer than it should have to be generated.
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
The response is nonsense. Our faucet was only about 5 years old. It was replaced when our countertop was replaced. It was not original with the house. In fact the repairman knew that is was not very It was not very old. Before the work was done I spoke to the Don (the repairman) and also to Nate that the washer insert was replaced and that it would drip within a about a week or so. [redacted] stated they did not know what the problem was with the unit. In fact, [redacted] sent me a new faucet, but Don told me if he would put it on that Agentis would not guarantee it. Don ask me to show it to him which I did. Don told me that he did not know why Nate would say he had all of the various faucets on the truck since he did not and could not carry that many do to the sheer volume of trucks Agentis has on the road. I told both the Don (th repairman) and Nate the pressure seemed high and Don (the repairman) told me to call the water complany to see if they had problems. I did and they did not and said there might be a problem with the pressure value in the home. The water authority told me they used or did not use (I don't remember their response) something called a gravity system) . I told that to Don and Nate. Both just dismissed it and told me I needed a new faucet and I should also replace the sink. That we did. The water heater may have begun leaking immediately, but I did not see it for a few days after the new sink was installed and called [redacted] since I have a contract with them. [redacted] put a guage on the water heater and also told me the expanison tank baffle was bad and that I needed to call a plumber. At no time did I talk to [redacted] about replacing the tank/valve nor did I get a price from them to do the expansion tank and the pressure value for the home. So, I am not sure how Agentis knows they are cheaper then [redacted]. In fact, the man that replaced the expansion tank and the pressured reducer value never bothered to check the pressure on the leaking faucet. I went upstairs and when I came back down the value was off and laying on the floor. I ask him what the pressure was and he told me he never checked it since [redacted] checked it.
I said that it was ridiculous that I was told the faucet in the kitchen was bad and needed to replace it when I told Don and Nate there seemed to be a problem with the pressure. Now, less then a week later and there was the same problem but now with a different faucet. He talked to Nate as least twice and Nate said that I couild not prove it was the reducer value that caused the leak. I was not given a total price until the value was off. So, I don't know how he could have given me a price when he arrived because he did not bring a tank with him.They also refused to not charge for a seperate trip on the price since the repairman (not Don a different man) did not have a tank on the truck. This was even so that when Agentis was called to arrange service, the girl was told exactly what [redacted] told us.
Agentis was called early on December 31st. They were not told it was an emergency like they are now saying they provided emergency service. It was during the day. We had a dripping faucet from the water heater. Also, at no time did anyone tell me I was paying for emergency service which I apparantly paid for.
As far as Complaints, I made it to the repairman when he replaced the pressurer reducer valve for the house and the tank. I then waited to see if anything else was going to leak and it did not. To my recollection, I called Nate and he did not returen my call. But in any event, I sent a letter during April that was ignored. In October I sent them another letter and they again ignored it which prompted this Complaint.
I stand by my Complaint. If Agentis is not willing to resolve this issue, then I am willing to take it further.
Regards,
[redacted]
To whom it may concern;
sans-serif;">
The following is an account of the details that have transpired
with [redacted] and [redacted].
We were called to the residence to unblock a toilet at the
residence on 7/2/15 and performed the service the same day. Our technician
arrived at the house and, after speaking with the customer, determined the proper
course of action to remedy the problem. The technician quoted a cost for the
necessary procedure. The price was presented to [redacted] and she signed the
upper portion of our invoice, acknowledging that the recommended procedure
could be performed for the quoted amount.
The technician completed the service of unblocking the toilet and
tested the toilet’s function numerous times after the work was done, with the customer
present. After testing the toilet to be sure it was working properly, he filled
out and completed the invoice, and received the check for the agreed-upon
amount for the service. [redacted]
signed the invoice to agree on the completion of the job and received a copy of
the invoice. Our technician left the residence.
The above is our standard operating procedure. Please see enclosed
copy of the invoice.
It was approximately 10 days later that we received notice from
the bank that the check given to us by the [redacted] had bounced and was returned
by the bank for insufficient funds. Accounts Receivable Manager Sandy M[redacted] called
and spoke with [redacted] on 7/15/15 to inform her of the bounced check. [redacted] stated that her bank account had been compromised, causing the check to
bounce. She then promised to call the next day, 7/16/15, to pay the invoice off
with a credit card. No phone call ever came. Sandy M[redacted] contacted [redacted]
again the next month on 8/25/15 while doing accounts payable. Sandy was unable
to reach [redacted], but left a message that we were still waiting for payment
of the bad check as promised.
At no time did the [redacted] contact us by phone or letter that
there was any problem with the service we had performed, or that the toilet
wasn’t working properly. We received no complaint and no response as to how
they intended to take care of the payment they owed.
On 9/14/15, our Accounts Receivable department sent a certified
letter to the [redacted], informing them that we still had not received
reimbursement for the bounced check back in July. The letter requested that
payment to be made by money order or cash received in our office by 9/30/15.
Our office received no response or payment.
On 10/21/15 our accounts representative Emily called and spoke
with [redacted] regarding the bounced check from July. [redacted] stated that
her bank account situation had finally been rectified and that she would send
in the money order right away. She apologized for the delay in payment. Unfortunately
no payment was received as another promise was broken.
On 11/4/15, a second certified letter was sent stating that payment
must be made immediately or legal action would have to be taken. [redacted]
called our office on 11/6/15 and asked for Emily, but she was unavailable at the
time. CSR Renee took the call and asked if she could take a message, but [redacted] said there was no message.
A payment in the form of a money order was finally received in our
office on 11/10/15, four months after the original check bounced due to
non-sufficient funds. Along with the money order came the first indication that
the customer had any complaint whatsoever. The note read as follows: "Please
note, your representative was only here about 10 minutes. Pulled out 1 little
string. Did not work when left. $175 down the drain literally for nothing.
Still doesn't work. Reporting to Revdex.com! "
We researched the complaint at this point first for our own sake.
We pulled the original paperwork from the call and took a look at the procedure
to see if SOP was performed, then we pulled the GPS report for the technician
assigned to the call. The GPS report tracked the technician on site of the job
for 1 hour not the 10 minutes as [redacted] claimed. As stated previously, the
technician both quoted the amount prior to the work performed, and tested the
work after completion. The [redacted] agreed at the time of completion that toilet
was working and signed that they were satisfied with work performed.
The [redacted] had service for a blocked toilet on 7/2/15. At no time
in the four-month period between the service and proper payment being tendered,
did the customer mention any complaint until 11/10/15 after the second
certified letter threatening legal action if payment was not received. We have
procedures that we follow any time a customer has a concern or complaint regarding
a service they received.
It is our hope that, based upon the circumstances of the bounced
check payment, the inaccurate service time stated in the note written by the
customer, and the fact that no type of complaint was ever received for over
four months, you would find the complaint unfounded. Enclosed, please find the
invoice, copies of the (2) certified letters, a copy of the original check received,
the note from customer, and a copy of the money order.
[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 Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Although I supposedly agreed to a bill of $485 that was not
possible over the phone because the technician claimed he did not know about
the need to replace the expansion tank and that is why he had someone deliver
it. Also, he billed $525 and not
$485. I found the coupon right before he
left. I was quoted $350 and then the
bill increased to add the expansion tank if you look at the repair
order/invoice. Also, the repair
order/invoice was not signed when the technician arrived because my wife was
not home when he arrive. It was signed
when the bill was paid.
Also, they contradict themselves in their response when the
first work was completed. In one
paragraph they state 18 days after they did the first work there was a problem
and in another paragraph they say 13 days.
In reality, the work was completed on December 23rd and not
December 18th. We saw the
leak on the 29th, about 6 days after the first work was done even
though it could have been immediately since we do not go in the basement often.
If they want to contradict that date,
then they also need to contradict Discover Card since that is the transaction
date; as well as, the date on Agentis’ receipt. Also, the email(s) they are
using are inaccurate as to dates and incomplete as to substance.
In one response, they say I called them for the high
pressure because I said they were cheaper than [redacted]. When I disputed that fact, they now say they
“crosses path” with [redacted] and know they compete.
The first paragraph certainly can summarize their position
when they came to our home. Even though
they claim to provide pressure checks without charge, they don’t do it on a 5
year old faucet because according to them, pressure does not cause a leak “age
and quality of water” causes a leak. In
this case they were told what I thought, called Northampton Borough Municipal
Authority when they told me to, didn’t like the answer and did what they wanted
and that was replace.
We installed a new faucet because they told us that was the
problem even after we told them the pressure seemed higher than it had
been. They are the experts and we relied
on their representations. We replaced
the sink because it only made sense that if we were replacing a faucet, we
should also replace a sink. Unfortunately
for us, the faucet did not need to be replaced and neither did the sink.
Lastly, just so there is no misunderstanding, this type of
replacement is exactly what is covered and the reason Pennsylvania has to have
a consumer protection law. They seem to be constructing or reconstructing their
internal notes of the transaction each time they make a response.
We are prepared based on the transaction and their responses
to file a civil action against them under the consumer protection law and will request
triple damages, attorney’s fees and costs as provided for in the statute.
Regards,
[redacted]
See attached document.
As we have spoken last week, We had sent the requested check amount of $100.00 to [redacted]. I can not review the letter at this time, but if you reviewed it as you can plainly see this complaint was generated a extremely long time after any service was performed.Although we understand...
his concern, the wording of letter was concerning.We never disputed or confirmed that this was or was not a accident by our service technician.Nor are we taking a position of not believing him of the possible solder or flux that may have dripped on his item, or that it took many many months for him to see the item . That is certainly understandable depending on where the item may be located.With the tone of the body of the letter we decided it was best to just take care of the matter as requested with out reviewing the item in person, or having personal contact. As [redacted] chose to write us. We are certainly sorry and apologize for the situation and forwarded the check to [redacted] as stated above.I had been out of town for several weeks prior to speaking with you last week and Email was not always available to me. This answer took longer than it should have to be generated.