Doris, thank you for getting in touch with Matt today! We're glad we were able to get a hold of you and set up a time for Matt and Nate to come out, as promisedWe will see you Monday afternoon, please call Matt if you have any additional questions or concerns in the meantimeThank you!
I called them for service to a bathroom sink, clogged drainQuick to get there quick to finish twenty five minutesThe bill was A bit extreme The more I called the more I was kinda given the polite brush offI was just trying to understand the high costFour days of continual calling I finally got a call from some one offering me twenty five of next serviceComical This industry is littered with competitionSo short sighted
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, *** & [redacted] ***
Sorry - we did NOT see this complaint until Alyssa informed us that it existedI certainly knew that [redacted] was upset and promised to complain, so I am not surprised to see thisUnfortunately, my last conversation with her was at a very emotional time for [redacted] - it was minutes after a trip to the vet to put her family pet to restShe was extremely upset and didn't allow me to explain anythingI empathize with her situation.Yes, we rescheduled and did a very poor job communicatingWe certainly apologize for that & wish to make it rightIt is true that they purchased a Bryant Heat Pump in The Rupps also purchased a Solar Water Heating System from us in (I believe the was mistaken for stated in the complaint)The Rupps also purchased a PM Agreement for their Heat Pump systemThe first visit of visits was performed by Dan on 4.21.14, at which time the Rupps had Dan check & clean their Solar System for $less $of coupons and gift cards for a net payment on their check of $(Invoice 168769) We don't offer a PM program for Solar Water Heating, since they shouldn't need to be serviced multiple times a yearDan wrote up his findings on the page attached to the Invoice 168769, describing the performance and recommending the next W/H (water heater) PM to be in Dan's attachment clearly shows initials of "MLR 4/21/14" acknowledging his findingsUnfortunately, when Stanley performed the 2nd visit of their Heat Pump PM, neither he or our Call Center realized the Solar Water Heater didn't need a PM - and it wasn't included with their Heat Pump PM I got into this situation at the last minute - my staff didn't understand the Solar Water Heating system - and didn't communicate with [redacted] that we wouldn't send a Technician on the roof during rain, or during conditions that were NOT appropriate to test the performance of a solar systemWe need dry to work on a roof, and sun to work on solarOtherwise, the Customer is wasting their moneyI was instructed by my staff (they may have known that [redacted] had an appointment first thing that morning) to call after AM to explain that Dan recommended service in - and to save their money, that a PM wasn't neededI believe they should be checked in Spring - since snow & ice is typically the items that could cause damageUnfortunately, [redacted] was upset and didn't give me the opportunity to explainWe do have a year parts & labor warranty on the Solar Water Heating System - so that, in the event the system is NOT working, we would be responsible to make the repairs without cost to the RuppsSuggested Resolution - We will provide a FREE Planned Maintenance visit for their Solar Water Heating, suggest they use it in Spring of 2015, or we would refund the $they paid for the PM Dan performed on 4/21/The Rupps have been good Customers and we have committed to servicing themI believe our poor communications have caused this problem and certainly apologize for itBarry K***
---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Thu, Jun 26, at 11:AM Subject: Regarding my complaint # [redacted] To: [email protected] Cc: [redacted] I am responding to the email I received today from you It asks me to respond within days I wasn’t sure if I was to respond to you or to Secco, so I have copied Secco as well I am very pleased with your timely response to my concern and appreciate it very much I am also happy with the response I have received from [redacted] at Secco, and feel assured that this problem will be handled to everyone’s satisfaction and also in a timely manner Thank you very much [redacted]
[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: after reading the response I am going to respond to all the lies that were told 1) the "technician" was at my house until 10:on 5/27, but that's not a big deal....2) the "technician" was at my house from 2:- 5:on 5/28, the whole time he was running my garden hose, it was not splash off, the "technician" even used the words "the ground is saturated." This was right beside my basement entrance and the water came up over my flip flops, my daughter witnessed this3) on 5/29, yes the "technician" was called, but I did not say the drain was blocked, I said from the beginning that the basement had water It was not a small area, and it took my dad, my uncle and I shop-vacs full of water and running fans for a week The area was 12'x23' approximately That is hardly a small area The French drain was not blocked It was surface water caused by the "technician" saturating the ground any the water table rising in that area, so it came up through the French drain which is exactly what it should have done 4) there was NO rain days prior to them coming It did not rain until that Sunday and the technician stated that in his notes, which I still have a copy of The "technician" also told myself, my uncle, and my father, that he does think he caused it due to the fact that there was no water in the basement prior to him coming, there was no rain the days he was there and he suggested that we rent some machinery to clean the basement and he would check but his company would probably pay for it All of this info, I have witnesses that heard him say it 5) I never "alerted" my family that heavy rains were coming and that I was worried about water, if you check the history Palmyra was flooded two years ago and I did NOT get water then The only time I mentioned that there was water in the basement was before my parents had it waterproofed approximately 15-years ago so that is a downright lie I alerted my daughter that it was possibly going to rain that Sunday 5/and we would possibly have to move her graduation party into the basement because it was scheduled to be outside I told my daughter to clean up the basement to get ready for company, that meant dust and vacuum, not to prepare for water, which my daughter could testify to 6)yes, a supervisor came, and he kept saying I had to "PROVE" that they did it He also asked what I wanted and I said the carpet cleaned and the padding replaced He refused 7)I did take their recommendation and called my homeowners insurance They determined that the damage was not covered because it was groundwater coming from the ground being saturated by the plumber, at no fault of mine but definite fault of the plumber I have a copy of the report 8) I contacted a restoration company who also agreed with me I now have mold growing in my walls and am waiting for an estimate Let it be known, there has been ALOT of rain since the incident and I have not had water in the basement again I also looked on their facebook page and they have a one star rating and lots of complaints This is ridiculous and unacceptable When I told them I would contact an attorney, they got nasty and left Regards, [redacted]
Doris, thank you for getting in touch with Matt today! We're glad we were able to get a hold of you and set up a time for Matt and Nate to come out, as promisedWe will see you Monday afternoon, please call Matt if you have any additional questions or concerns in the meantimeThank you!
I called them for service to a bathroom sink, clogged drainQuick to get there quick to finish twenty five minutesThe bill was A bit extreme The more I called the more I was kinda given the polite brush offI was just trying to understand the high costFour days of continual calling I finally got a call from some one offering me twenty five of next serviceComical This industry is littered with competitionSo short sighted
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, *** & [redacted] ***
Sorry - we did NOT see this complaint until Alyssa informed us that it existedI certainly knew that [redacted] was upset and promised to complain, so I am not surprised to see thisUnfortunately, my last conversation with her was at a very emotional time for [redacted] - it was minutes after a trip to the vet to put her family pet to restShe was extremely upset and didn't allow me to explain anythingI empathize with her situation.Yes, we rescheduled and did a very poor job communicatingWe certainly apologize for that & wish to make it rightIt is true that they purchased a Bryant Heat Pump in The Rupps also purchased a Solar Water Heating System from us in (I believe the was mistaken for stated in the complaint)The Rupps also purchased a PM Agreement for their Heat Pump systemThe first visit of visits was performed by Dan on 4.21.14, at which time the Rupps had Dan check & clean their Solar System for $less $of coupons and gift cards for a net payment on their check of $(Invoice 168769) We don't offer a PM program for Solar Water Heating, since they shouldn't need to be serviced multiple times a yearDan wrote up his findings on the page attached to the Invoice 168769, describing the performance and recommending the next W/H (water heater) PM to be in Dan's attachment clearly shows initials of "MLR 4/21/14" acknowledging his findingsUnfortunately, when Stanley performed the 2nd visit of their Heat Pump PM, neither he or our Call Center realized the Solar Water Heater didn't need a PM - and it wasn't included with their Heat Pump PM I got into this situation at the last minute - my staff didn't understand the Solar Water Heating system - and didn't communicate with [redacted] that we wouldn't send a Technician on the roof during rain, or during conditions that were NOT appropriate to test the performance of a solar systemWe need dry to work on a roof, and sun to work on solarOtherwise, the Customer is wasting their moneyI was instructed by my staff (they may have known that [redacted] had an appointment first thing that morning) to call after AM to explain that Dan recommended service in - and to save their money, that a PM wasn't neededI believe they should be checked in Spring - since snow & ice is typically the items that could cause damageUnfortunately, [redacted] was upset and didn't give me the opportunity to explainWe do have a year parts & labor warranty on the Solar Water Heating System - so that, in the event the system is NOT working, we would be responsible to make the repairs without cost to the RuppsSuggested Resolution - We will provide a FREE Planned Maintenance visit for their Solar Water Heating, suggest they use it in Spring of 2015, or we would refund the $they paid for the PM Dan performed on 4/21/The Rupps have been good Customers and we have committed to servicing themI believe our poor communications have caused this problem and certainly apologize for itBarry K***
---------- Forwarded message ---------- From: [redacted] < [redacted] > Date: Thu, Jun 26, at 11:AM Subject: Regarding my complaint # [redacted] To: [email protected] Cc: [redacted] I am responding to the email I received today from you It asks me to respond within days I wasn’t sure if I was to respond to you or to Secco, so I have copied Secco as well I am very pleased with your timely response to my concern and appreciate it very much I am also happy with the response I have received from [redacted] at Secco, and feel assured that this problem will be handled to everyone’s satisfaction and also in a timely manner Thank you very much [redacted]
[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: after reading the response I am going to respond to all the lies that were told 1) the "technician" was at my house until 10:on 5/27, but that's not a big deal....2) the "technician" was at my house from 2:- 5:on 5/28, the whole time he was running my garden hose, it was not splash off, the "technician" even used the words "the ground is saturated." This was right beside my basement entrance and the water came up over my flip flops, my daughter witnessed this3) on 5/29, yes the "technician" was called, but I did not say the drain was blocked, I said from the beginning that the basement had water It was not a small area, and it took my dad, my uncle and I shop-vacs full of water and running fans for a week The area was 12'x23' approximately That is hardly a small area The French drain was not blocked It was surface water caused by the "technician" saturating the ground any the water table rising in that area, so it came up through the French drain which is exactly what it should have done 4) there was NO rain days prior to them coming It did not rain until that Sunday and the technician stated that in his notes, which I still have a copy of The "technician" also told myself, my uncle, and my father, that he does think he caused it due to the fact that there was no water in the basement prior to him coming, there was no rain the days he was there and he suggested that we rent some machinery to clean the basement and he would check but his company would probably pay for it All of this info, I have witnesses that heard him say it 5) I never "alerted" my family that heavy rains were coming and that I was worried about water, if you check the history Palmyra was flooded two years ago and I did NOT get water then The only time I mentioned that there was water in the basement was before my parents had it waterproofed approximately 15-years ago so that is a downright lie I alerted my daughter that it was possibly going to rain that Sunday 5/and we would possibly have to move her graduation party into the basement because it was scheduled to be outside I told my daughter to clean up the basement to get ready for company, that meant dust and vacuum, not to prepare for water, which my daughter could testify to 6)yes, a supervisor came, and he kept saying I had to "PROVE" that they did it He also asked what I wanted and I said the carpet cleaned and the padding replaced He refused 7)I did take their recommendation and called my homeowners insurance They determined that the damage was not covered because it was groundwater coming from the ground being saturated by the plumber, at no fault of mine but definite fault of the plumber I have a copy of the report 8) I contacted a restoration company who also agreed with me I now have mold growing in my walls and am waiting for an estimate Let it be known, there has been ALOT of rain since the incident and I have not had water in the basement again I also looked on their facebook page and they have a one star rating and lots of complaints This is ridiculous and unacceptable When I told them I would contact an attorney, they got nasty and left Regards, [redacted]