My team of professionals has red tagged this customer for rude, and unacceptable behavior on the phoneThis replacement is over years old, and during that time, we have found and replaced the defrost board, the blower motor, and have responded to service call due to a power outage The current problem is a refrigerant leak at the factory installed Reversing ValveThere is no history of refrigerant leaks, this is a factory part, installed by the equipment manufacture, and is out of warrantyWe offered to replace the part for $which is 1/of our regular book priceThe customer refusedWith the rude, and unprofessional manner the customer has responded I will not do the work, even at full priceIf the customer feels that this is a factory issue they can have any authorized factory dealer work on the unit to complete the repair
Revdex.com: Our dispute with this contractor has been completely resolvedWe are entirely satisfied by the action taken by Villara to reach this resolutionWe ask that any record of the original complaint be expunged
We, Villara Corporation - formerly Beutler Corporation, contacted the homeowner, and scheduled an inspection at no charge During this inspection our technician discovered an internal leak in the evaporator coil The homeowner understands that this equipmentis no longer under warranty, this issue is not due to a faulty installation, and there will be a fee to make the repairsThey have agreed, and have scheduled us to make the repairsThank you, [redacted] ***Service ManagerVillara Corporation
This complaint has been resolved with the customer; we honored her request of a year warranty extension Please see her email dated 8/10/below:Hello ***, For your info, I've attached a copy of the request I mailed to the CSLB asking that they close out the complaint we filed and remove it from their recordsI also submitted the same request to the Revdex.comI can not find any reference at all to the original complaint on the Revdex.com web siteThank you for your help in resolving our problemsTell us why here
I am rejecting this response because: I find it a bit convenient that a business can so casually dismiss the numerous times their product has failed to deliver the paid for service (heating and cooling) and simply write off a complaint by stating that the customer was red tagged as rude and unacceptable behaviorIt begs the question: what is rude and unacceptable behavior? Did we curse and use inappropriate language? NoDid we call this company each time our unit failed to perform? YesDid we express frustration at the numerous times the unit failed? YesIf this happened to you and your family, how would you feel about the situation? When my husband spoke last to a Manager, he interrupted the manager in conversation because he continued to repeat inaccuracies in regards to our service historyHe kept saying that the unit was installed in and the first service call occurred in 2013, which is incorrectThe first service call occurred months after the unit was installed after a power outageTheservice history shows a tech came out 12/8/09, reset the breaker, checked all the wiring and determined nothing was wrongThe next day we called again and had them come back out for no heatThis is now days of vacation time used for a month old unitThe notes indicate “..will not come back on after defrostNeed to install new board.” The next day the defrost board was replaced“Rewired stat and cycled ” Why did it need rewiring when the first trip (days prior) indicated the wiring was checked? Also we looked back at our email correspondence with the company and found an email dated 2/11/that indicates it was recommended that the tech replace the defrost board and install a sensor to control the heat stripsThe service report historyprovided to us by the company does not show that the sensor was installedAlso that is the second time the defrost board had to be replacedI’m not concerned that the company does not wish to receive my businessI’m concerned that we paid a lot of money for a failing product and service from an incompetent staffMy husband indicated when he spoke to the manager that if they repaired the unit for free and it successfully ran for a year, they would never hear from us againThe manager declined to accept this offer that I feel is fair when compared against our service history Additionally, in regards to the last visit from a technician, my husband indicated over the phone when speaking with the CSR who offered a free inspection that if the repair wasn't going to be free, we would not be having them repair itYet when the technician came out, he pulled the unit apart, found a bad weld, and began soldering it without indicating a costThe cost of repair was only disclosed right before the tech was going to pressure test the weld and he provided a service form and requested my husband sign itWe declined to do so, the repair was not completed, and we currently do not know what status the unit is in other than partially servicedThe tech slapped the unit together, did not advise if the unit was in a safe condition or dangerous to operate, and left
On 9/21/*** *** sent to h/o approved by *** *** Per our conversation 09-21-Villara Corporation (previously known as Beutler Corporation) will perform on the following itemsComplete the service call dated 09-14-at no charge to the home owner.2. Villara will provide an extended Parts and labor warranty on the HVAC equipment only until 06-30- a. This excludes any ducting system repairs, thermostat, air filters, maintenance, electrical, propane, or utility company based issues3. Upon completion of the 09-14-service call the home owner (***)agrees to perform the following items a. Rescind the Revdex.com complaint bThe home owner will be requested to perform an annual maintenance on the HVAC system. I. Villara offered a Bronze Maintenance program @ $per quarter. Per *** *Extended warranty approved per *** *** until June 30th 2016The service visit discussed above was completed on 9/22/- our technician noted the following: REPAIRED FACTORY LEAK & RECHARGED SYSTEM LBSNO OTHER PROBLEMS FOUND
Revdex.com:
Our dispute with this contractor has been completely resolved. We are entirely satisfied by the action taken by Villara to reach this resolution. We ask that any record of the original complaint be expunged.
We offered to go to Mr. [redacted]'s home to perform an inspection to make any corrections we deemed necessary due to possible installation errors. Mr. [redacted] received...
the offer, as we tried to schedule a free service appointment, and made the determination that he would rather pay somebody else $3000 to do the repair, and then sue us for damages, and possible issues concerning his son’s health. Our offer with him still stands, but we will alert our legal team to watch for this law suit, and stand ready to inspect his home if he allows us access. There is nothing further that I can do at this point without permission from the homeowner.Sincerely,[redacted]Villara Corporation (formerly Beutler Corporation)VP of Construction
This complaint has been resolved with the customer; we honored her request of a 2 year warranty extension. Please see her email dated 8/10/16 below:Hello [redacted], For your info, I've attached a copy of the request I mailed to the CSLB asking that they close out the complaint we filed and...
remove it from their records. I also submitted the same request to the Revdex.com. I can not find any reference at all to the original complaint on the Revdex.com web site. Thank you for your help in resolving our problems. Tell us why here...
My team of professionals has red tagged this customer for rude, and unacceptable behavior on the phone. This replacement is over 6 years old, and during that time, we have found and replaced the defrost board, the blower motor, and have responded to 1 service call due to a power outage....
The current problem is a refrigerant leak at the factory installed Reversing Valve. There is no history of refrigerant leaks, this is a factory part, installed by the equipment manufacture, and is out of warranty. We offered to replace the part for $370 which is 1/2 of our regular book price. The customer refused. With the rude, and unprofessional manner the customer has responded I will not do the work, even at full price. If the customer feels that this is a factory issue they can have any authorized factory dealer work on the unit to complete the repair.
We, Villara Corporation - formerly Beutler Corporation, contacted the homeowner, and scheduled an inspection at no charge. During this inspection our technician discovered an internal leak in the evaporator coil. The homeowner understands that this equipmentis no longer under...
warranty, this issue is not due to a faulty installation, and there will be a fee to make the repairs. They have agreed, and have scheduled us to make the repairs. Thank you, [redacted]Service ManagerVillara Corporation
I am rejecting this response because: I find it a bit convenient that a business can so casually dismiss the numerous times their product has failed to deliver the paid for service (heating and cooling) and simply write off a complaint by stating that the customer was red tagged as rude and unacceptable behavior. It begs the question: what is rude and unacceptable behavior? Did we curse and use inappropriate language? No. Did we call this company each time our unit failed to perform? Yes. Did we express frustration at the numerous times the unit failed? Yes. If this happened to you and your family, how would you feel about the situation? When my husband spoke last to a Manager, he interrupted the manager in conversation because he continued to repeat inaccuracies in regards to our service history. He kept saying that the unit was installed in 2009 and the first service call occurred in 2013, which is incorrect. The first service call occurred 4 months after the unit was installed after a power outage. Theservice history shows a tech came out 12/8/09, reset the breaker, checked all the wiring and determined nothing was wrong. The next day we called again and had them come back out for no heat. This is now 2 days of vacation time used for a 4 month old unit. The notes indicate “..will not come back on after defrost. Need to …install new board.” The next day the defrost board was replaced. “Rewired stat and cycled…” Why did it need rewiring when the first trip (2 days prior) indicated the wiring was checked? Also we looked back at our email correspondence with the company and found an email dated 2/11/15 that indicates it was recommended that the tech replace the defrost board and install a sensor to control the heat strips. The service report historyprovided to us by the company does not show that the sensor was installed. Also that is the second time the defrost board had to be replaced. I’m not concerned that the company does not wish to receive my business. I’m concerned that we paid a lot of money for a failing product and service from an incompetent staff. My husband indicated when he spoke to the manager that if they repaired the unit for free and it successfully ran for a year, they would never hear from us again. The manager declined to accept this offer that I feel is fair when compared against our service history. Additionally, in regards to the last visit from a technician, my husband indicated over the phone when speaking with the CSR who offered a free inspection that if the repair wasn't going to be free, we would not be having them repair it. Yet when the technician came out, he pulled the unit apart, found a bad weld, and began soldering it without indicating a cost. The cost of repair was only disclosed right before the tech was going to pressure test the weld and he provided a service form and requested my husband sign it. We declined to do so, the repair was not completed, and we currently do not know what status the unit is in other than partially serviced. The tech slapped the unit together, did not advise if the unit was in a safe condition or dangerous to operate, and left.
My team of professionals has red tagged this customer for rude, and unacceptable behavior on the phoneThis replacement is over years old, and during that time, we have found and replaced the defrost board, the blower motor, and have responded to service call due to a power outage The current problem is a refrigerant leak at the factory installed Reversing ValveThere is no history of refrigerant leaks, this is a factory part, installed by the equipment manufacture, and is out of warrantyWe offered to replace the part for $which is 1/of our regular book priceThe customer refusedWith the rude, and unprofessional manner the customer has responded I will not do the work, even at full priceIf the customer feels that this is a factory issue they can have any authorized factory dealer work on the unit to complete the repair
Revdex.com: Our dispute with this contractor has been completely resolvedWe are entirely satisfied by the action taken by Villara to reach this resolutionWe ask that any record of the original complaint be expunged
We, Villara Corporation - formerly Beutler Corporation, contacted the homeowner, and scheduled an inspection at no charge During this inspection our technician discovered an internal leak in the evaporator coil The homeowner understands that this equipmentis no longer under warranty, this issue is not due to a faulty installation, and there will be a fee to make the repairsThey have agreed, and have scheduled us to make the repairsThank you, [redacted] ***Service ManagerVillara Corporation
This complaint has been resolved with the customer; we honored her request of a year warranty extension Please see her email dated 8/10/below:Hello ***, For your info, I've attached a copy of the request I mailed to the CSLB asking that they close out the complaint we filed and remove it from their recordsI also submitted the same request to the Revdex.comI can not find any reference at all to the original complaint on the Revdex.com web siteThank you for your help in resolving our problemsTell us why here
I am rejecting this response because: I find it a bit convenient that a business can so casually dismiss the numerous times their product has failed to deliver the paid for service (heating and cooling) and simply write off a complaint by stating that the customer was red tagged as rude and unacceptable behaviorIt begs the question: what is rude and unacceptable behavior? Did we curse and use inappropriate language? NoDid we call this company each time our unit failed to perform? YesDid we express frustration at the numerous times the unit failed? YesIf this happened to you and your family, how would you feel about the situation? When my husband spoke last to a Manager, he interrupted the manager in conversation because he continued to repeat inaccuracies in regards to our service historyHe kept saying that the unit was installed in and the first service call occurred in 2013, which is incorrectThe first service call occurred months after the unit was installed after a power outageTheservice history shows a tech came out 12/8/09, reset the breaker, checked all the wiring and determined nothing was wrongThe next day we called again and had them come back out for no heatThis is now days of vacation time used for a month old unitThe notes indicate “..will not come back on after defrostNeed to install new board.” The next day the defrost board was replaced“Rewired stat and cycled ” Why did it need rewiring when the first trip (days prior) indicated the wiring was checked? Also we looked back at our email correspondence with the company and found an email dated 2/11/that indicates it was recommended that the tech replace the defrost board and install a sensor to control the heat stripsThe service report historyprovided to us by the company does not show that the sensor was installedAlso that is the second time the defrost board had to be replacedI’m not concerned that the company does not wish to receive my businessI’m concerned that we paid a lot of money for a failing product and service from an incompetent staffMy husband indicated when he spoke to the manager that if they repaired the unit for free and it successfully ran for a year, they would never hear from us againThe manager declined to accept this offer that I feel is fair when compared against our service history Additionally, in regards to the last visit from a technician, my husband indicated over the phone when speaking with the CSR who offered a free inspection that if the repair wasn't going to be free, we would not be having them repair itYet when the technician came out, he pulled the unit apart, found a bad weld, and began soldering it without indicating a costThe cost of repair was only disclosed right before the tech was going to pressure test the weld and he provided a service form and requested my husband sign itWe declined to do so, the repair was not completed, and we currently do not know what status the unit is in other than partially servicedThe tech slapped the unit together, did not advise if the unit was in a safe condition or dangerous to operate, and left
On 9/21/*** *** sent to h/o approved by *** *** Per our conversation 09-21-Villara Corporation (previously known as Beutler Corporation) will perform on the following itemsComplete the service call dated 09-14-at no charge to the home owner.2. Villara will provide an extended Parts and labor warranty on the HVAC equipment only until 06-30- a. This excludes any ducting system repairs, thermostat, air filters, maintenance, electrical, propane, or utility company based issues3. Upon completion of the 09-14-service call the home owner (***)agrees to perform the following items a. Rescind the Revdex.com complaint bThe home owner will be requested to perform an annual maintenance on the HVAC system. I. Villara offered a Bronze Maintenance program @ $per quarter. Per *** *Extended warranty approved per *** *** until June 30th 2016The service visit discussed above was completed on 9/22/- our technician noted the following: REPAIRED FACTORY LEAK & RECHARGED SYSTEM LBSNO OTHER PROBLEMS FOUND
Revdex.com:
Our dispute with this contractor has been completely resolved. We are entirely satisfied by the action taken by Villara to reach this resolution. We ask that any record of the original complaint be expunged.
Company states: This complaint is against the wrong company. The consumer has confused us with Beutler Corporation.
We offered to go to Mr. [redacted]'s home to perform an inspection to make any corrections we deemed necessary due to possible installation errors. Mr. [redacted] received...
the offer, as we tried to schedule a free service appointment, and made the determination that he would rather pay somebody else $3000 to do the repair, and then sue us for damages, and possible issues concerning his son’s health. Our offer with him still stands, but we will alert our legal team to watch for this law suit, and stand ready to inspect his home if he allows us access. There is nothing further that I can do at this point without permission from the homeowner.Sincerely,[redacted]Villara Corporation (formerly Beutler Corporation)VP of Construction
Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
This complaint has been resolved with the customer; we honored her request of a 2 year warranty extension. Please see her email dated 8/10/16 below:Hello [redacted], For your info, I've attached a copy of the request I mailed to the CSLB asking that they close out the complaint we filed and...
remove it from their records. I also submitted the same request to the Revdex.com. I can not find any reference at all to the original complaint on the Revdex.com web site. Thank you for your help in resolving our problems. Tell us why here...
My team of professionals has red tagged this customer for rude, and unacceptable behavior on the phone. This replacement is over 6 years old, and during that time, we have found and replaced the defrost board, the blower motor, and have responded to 1 service call due to a power outage....
The current problem is a refrigerant leak at the factory installed Reversing Valve. There is no history of refrigerant leaks, this is a factory part, installed by the equipment manufacture, and is out of warranty. We offered to replace the part for $370 which is 1/2 of our regular book price. The customer refused. With the rude, and unprofessional manner the customer has responded I will not do the work, even at full price. If the customer feels that this is a factory issue they can have any authorized factory dealer work on the unit to complete the repair.
We, Villara Corporation - formerly Beutler Corporation, contacted the homeowner, and scheduled an inspection at no charge. During this inspection our technician discovered an internal leak in the evaporator coil. The homeowner understands that this equipmentis no longer under...
warranty, this issue is not due to a faulty installation, and there will be a fee to make the repairs. They have agreed, and have scheduled us to make the repairs. Thank you, [redacted]Service ManagerVillara Corporation
I am rejecting this response because: I find it a bit convenient that a business can so casually dismiss the numerous times their product has failed to deliver the paid for service (heating and cooling) and simply write off a complaint by stating that the customer was red tagged as rude and unacceptable behavior. It begs the question: what is rude and unacceptable behavior? Did we curse and use inappropriate language? No. Did we call this company each time our unit failed to perform? Yes. Did we express frustration at the numerous times the unit failed? Yes. If this happened to you and your family, how would you feel about the situation? When my husband spoke last to a Manager, he interrupted the manager in conversation because he continued to repeat inaccuracies in regards to our service history. He kept saying that the unit was installed in 2009 and the first service call occurred in 2013, which is incorrect. The first service call occurred 4 months after the unit was installed after a power outage. Theservice history shows a tech came out 12/8/09, reset the breaker, checked all the wiring and determined nothing was wrong. The next day we called again and had them come back out for no heat. This is now 2 days of vacation time used for a 4 month old unit. The notes indicate “..will not come back on after defrost. Need to …install new board.” The next day the defrost board was replaced. “Rewired stat and cycled…” Why did it need rewiring when the first trip (2 days prior) indicated the wiring was checked? Also we looked back at our email correspondence with the company and found an email dated 2/11/15 that indicates it was recommended that the tech replace the defrost board and install a sensor to control the heat strips. The service report historyprovided to us by the company does not show that the sensor was installed. Also that is the second time the defrost board had to be replaced. I’m not concerned that the company does not wish to receive my business. I’m concerned that we paid a lot of money for a failing product and service from an incompetent staff. My husband indicated when he spoke to the manager that if they repaired the unit for free and it successfully ran for a year, they would never hear from us again. The manager declined to accept this offer that I feel is fair when compared against our service history. Additionally, in regards to the last visit from a technician, my husband indicated over the phone when speaking with the CSR who offered a free inspection that if the repair wasn't going to be free, we would not be having them repair it. Yet when the technician came out, he pulled the unit apart, found a bad weld, and began soldering it without indicating a cost. The cost of repair was only disclosed right before the tech was going to pressure test the weld and he provided a service form and requested my husband sign it. We declined to do so, the repair was not completed, and we currently do not know what status the unit is in other than partially serviced. The tech slapped the unit together, did not advise if the unit was in a safe condition or dangerous to operate, and left.