Complaint: [redacted] I am rejecting this response because: what it comes down to is what the Perfect Home Services warranty states, very clearly: "other than the cost of your VIP membership, there will be no additional expenses to you-for as long as you own your furnaceThere is no small print, no hidden charges for parts, labor or travel time." I don't feel Perfect Home Services upheld their warranty as the warranty clearly states "no hidden charges" in the Lifetime GuaranteeIn addition, I had a certified electrician out as suggested by Perfect Home Services who states there is absolutely no external reason for the control board to have gone out"No surges, house is grounded appropriately and logically, it doesn't make sense that a "power surge" caused the issue because no other appliances were affectedIt was suggested by the electric that it is most like a bad transformer in the heaterI will be contacting the [redacted] Distributor to clarify THEIR warranty on partsWhen I stated my warranty on the phone with both [redacted] and Perfect Home Services, [redacted] should have honored it, fixed my heater and they should have dealt with [redacted] in the cost of opening the warehouse on the weekendAs a customer in good standing, it should not be expected for me to pay for something that I am CLEARLY under warranty forThere is no gray in this area Sincerely, [redacted] ***
First off please allow me to apologize that your system failed to function on two Saturdays in a row That certainly isn't a common occurrence for us nor is it something we like to see happen with the equipment that we install and warranty I do understand your concern with our inability to provide you with a repair without an additional cost Please allow me to further explain how our warranty works We do provide 24/7/service to our customers We don't charge the customers who have a valid warranty with us for trip fees, afterhours, fees, parts or labor to do any work that is covered under warranty The problem that we ran in to those two weekends is that you needed a part that we don't normally stock The part that was needed in both cases was the same part (a control board) That is a part that rarely fails and is a part that is too specific and not universal enough for us to carry If we tried to carry every control board for every furnace we would have hundreds of thousands of dollars tied up in control boards alone and would need a huge warehouse just to stock control boards The only way for us to obtain that part for you on the weekends that your equipment failed would have been to get it directly from our [redacted] distributor They unfortunately don't provide 24/7/parts availability to us at no charge They charge a $fee to meet us at their warehouse to get a part during hours that they are closed It sounds like there may have been a misunderstanding on either what our warranty does cover or on the fact that we weren't trying to charge you money to get you heat, it was simply a option that we were providing you to expedite the availability of the part by paying our distributors fee to get it during hours when they are closed We were fully willing to make the repair and help you when you needed us The only way to make it available to us would have been to pay that fee At the end of the day it doesn't sound like there was anything wrong with our installation We couldn't seem to find any cause of the two failures either We did call Trane's technical support team to verify all findings They didn't see any issues either based on our findings We are wondering if maybe there was some kind of external power surge or other power related issue potentially causing these failures Again, we apologize that this happened to you From what I can see it doesn't appear that there was any neglect towards you on our part It sounds like we just didn't have the part you needed and the only way for us to get it faster than Monday was to pay an emergency fee at a supply house I'm not real sure what we could have done within reason to make this situation any better for you We don't budget for the cost to open up a supply house house in the event that it's needed as a part of our free warranty we provide to our customers I am sorry that the the expense to open up a supply house on a weekend is so high We don't have any control over that cost -- Cheers, [redacted] Perfect Home Services Heating, A/C, Plumbing, Rooter & Sewers Schedule An Appointment: [redacted] Reach Our Office Staff: [redacted]
I have been informed that our customer service department has already resolved this concern I have been told that this was just a misunderstanding and the customer is happy
Initial Business Response / [redacted] (1000, 8, 2015/01/19) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We apologize we were unable to service your unitOur technicians our not specialists with regards to heat pumps and did the best they could to accommodate youThough we do not like to loose customers we feel it would be in your best interest to find a contractor that does specialize in heat pumps to service your manufacture warranty itemThe warranty as stated above is with ***You can contact [redacted] for a list of vendors that do specialize in heat pumps Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the proposition from Perfect Air ServiceAccording to [redacted] it is recommended to go through [redacted] Comfort Specialist' in local area, which is Perfect Air ServiceIt is easier for Perfect Air, who is authorized dealer of ***, to get the technical support for my heat/AC unitIt is also [redacted] recommendation for homeowners to perform unit repairs through their local authorized dealership Furthermore, as quoted in the advertisement on Perfect Air's website, "Perfect Air is proud to offer our industry leading, all inclusive Year Parts and Labor warranty on all new heating & air conditioning systems we installBuy a new system from us and rest assured you won't pay a single penny for any repairs for years!" As the installer of my heating unit, I want the Perfect Air Service to honor their word by fixing the unit entirely, and not false-advertise to their customers Moreover, according to Perfect Air's website, they also offer warranty on repair as I quote: "Perfect Air also offers the industry leading Year Parts and Labor warranty on all repairs that we makeIf we make a repair, we guarantee it for years." Since the repairs did not last a week, I want the Perfect Air to honor their guaranteeIn addition, the work order form, which is the form that customer signs after work are completed, clearly indicates that all repair parts have 1-year parts and labor warrantySince the parts replaced by Perfect Air failed within the 1-year warranty period, it is Perfect Air's responsibility to accommodate the repair failures not through another contractor As their technicians are not specialized to fix my heating unit as stated above by Perfect Air representative, even though they are the installer of my unit, I demand the following from Perfect Air: Replace my entire heating/AC unit as whole to the current updated model Fix or replace my home humidifier and air filtration system, which is currently not working due to bad wiring resulted from all the repair failures Refund my money that I paid for all the repair services, which includes the broken thermostat, outdoor sensor, and other heating unit components replaced by Perfect Air technician during their visitsThe amount is about $ If the Perfect Air cannot fix or replace my heat/AC unit entirely, I want the Perfect Air to be responsible for the following: Pay the repair fees of fixing my entire unit through another contractor Refund the money for all the broken parts, which includes the broken thermostat, outdoor sensor and other heating system components, caused by the bad wiring done by Perfect Home Services as mentioned in complaint, which is about $ Finally, I want fair compensation at $for undergoing emotional stress, high water/electric bills during the month of the repair failures, loss of my work hours, which are all resulted from the poor repair service performed by Perfect Air Service If the above demands are not accepted by Perfect Air, further actions will be taken through consumer rights for false-advertising and not honoring the guarantee/warrantyI hope the Perfect Air stay true to their words Final Business Response / [redacted] (4000, 16, 2015/02/05) */ We apologize for the inconvenienceWe do not hold [redacted] warranty on the productsWe are not a [redacted] manufacturer, we are a [redacted] dealerWe do not feel comfortable sending a technician to your home that is not experienced with heat pumpsIf you contact [redacted] directly they will be able to recommend a service company that specializes in your [redacted] unitAgain, we apologize for the inconvenience
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We installed a [redacted] furnaceDuring the install our technician did damage the a/c coilWe did replace the coil with a brand new one at no cost to the customer for depreciationYes, she was with out a/c for the evening and the technician returned the next morning and completed the a/c repairWe are a certified [redacted] dealer [redacted] tells us what steps to take regarding repair/replacement under the manufacturer warrantyWe have to complete the steps that [redacted] tech support tells us to complete before we can replace a unit under warrantyWe have explained this to Mrs several timesWe called Mrs on 9/2/and explained we needed to send a tech out to complete tests on the unit that [redacted] is requiring us to complete before they will allow us to repair/replace a unitMrs has been very difficult to work with, she has declined getting scheduled since 9/2/2015, refusing serviceWe record all calls that come in and out of our officeOur customer service reps have spent hours upon hours on the phone with Mrs trying to schedule herWe are now at the point where it is not productive to spend time on the phone with Mrs for hoursWe have no issues standing behind our work or our warrantyHowever, in order to do that we need to be able to schedule her Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Perfect home services on a continuous basisI have had appointments to date and one scheduled for 9/So their statement about appointments is incorrectI HAVE NEVER REFUSED SERVICEI HAVE BEEN BEGGING FOR SOMEONE TO FIX ITTwo of the calls I made just recently ended with the customer service manager talking over me and not acknowledging the fact that we have had technicians here each with a different storyI have had to take different days off work of which I work from am to pm and have asked them to call me on my cell however they call the house insteadI was told by different customer service girls who was very nice that their manager is very abrupt and it may be difficult to get resolutionWhich of course she was rightThe customer service manger in a round about way told be myself and my husband we were lairs and that the tech that came out last did not know what he was talking aboutThis has cost me increase in my bill in weeks time, still no resolution and now I have to take another day off work.I HAVE DOCUMENTATION OF EACH APPOINTMENT AND EACH PHONE CALL I HAVE MADE AND PAPERWORK FROM EACH TECHNICIAN THAT HAD BEEN HERE Final Consumer Response / [redacted] (4200, 26, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) My expectations are that when I pay for a furnace I expect everything to work I DID NOT CALL AND SAY THE FURNACE WAS WORKINGTHAT IS THE REASON I CALLED BECAUSE IT IS STILL RUNNING THE SAME WAY IT DID BEFORE THEY CAME OUT LAST, I ALSO STATED THAT THEY DID NOT CLOSE UP THE HOLE WHERE THE VENT GOES INTO THE FURNACE SO IT IS OPEN I had asked what the next move was going to be since it seems that we have done just about everything except replace it which is what should have been done to start with SINCE IN YOUR WORDS " IT IS UNDER WARRANTY" I dont think that under warranty means to keep coming out and replacing parts and, as your tech said " we will just have to see if it works or not" Since this was Perfect home services that did this I would assume that Perfect home services would come out and fix the problemYou make is sound as if you are doing me a favor I will need someone to figure out how they are going to fix this as well as fill in the hole where the vent is So with that being said I am also to assume that I will need to take yet another day off work to accommodate So My expectations are that the air conditioner and furnace run like they should run as a new product Final Business Response / [redacted] (4000, 30, 2015/10/19) */ Mrs had a new furnace installed from usWe did not install her a/cWe did damage her coil during the install of the furnace and replaced the coil the next dayThe furnace is working properly and has always worked properlyThe issue she was having was the a/c unit was not working due to the new furnace being a bigger more energy efficient then the existing a/c unitMrs was requesting that we pull out the new furnace and replace it with a new unitWe explained that that would not work that she would have the same issueThere was not enough airflow in her unit which was the problem and not the actual furnaceWe scheduled a tech to return and lift her coil higher above the furnace in order to increase the air flowMrs would not schedule with us for the repair for weeksEvery time we contacted her to schedule she said she had patients and could not be home and would call us back when she had a date and time availableWhen management spoke to Mrs after weeks of attempted scheduling Mrs was very upset and using inappropriate languageManagement explained to Mrs that we can no longer allow our customers to treat our employees that way and that she needed to schedule an appointment with management only for repairMrs kept saying she wanted a new furnace and that she had a warrantyManagement tried to explain to Mrs that the actual furnace was not the issue that it was an airflow issue and Mrs agreed to allow a tech to come to the home to make the required repairsThe tech made the repairs and the unit has been functioning appropriately ever sinceWe never like to leave our customers unhappy however, sometimes no matter how hard we try we can not satisfy everyone Respectfully, [redacted] Human Resource, Service Manager Perfect Home Services Cell: (XXX) XXX-XXXX [redacted] @gmail.com www.perfecthomeservice.com
Initial Business Response / [redacted] (1000, 8, 2015/01/19) */ This customer has since been taken care ofWe do not believe we were in violation of any Revdex.com policy and that this complaint should be removed from our recordWe sent a technician to the customers home and the issue was unrelated to any work that we previously completed
Complaint: [redacted] I am rejecting this response because: The message says that they would give me a refund, and that would be OK with me to resolve this dispute However, it doesn't appear that they have an intention of making a refund since nobody has reached out to me or indicated that a refund is being sent I did call the business and they didn't seem to know anything about a refund and indicated they they'd "look into it" It seems strange that I would have to seek out the correct person in their organization to get this dealt with, as opposed to their contacting me In any event, I cannot accept the response until I get some sense of comfort that a refund would actually be made Sincerely, [redacted]
Dear Sir, We record all phone calls that come into our call centerYou contacted the call center regarding a refundThe call center does not handle refundsOur finance department issues refunds on the 15th of every monthI understand that you were not satisfied with services that were provided to you however, we respectfully request that you refrain from contacting our call center due to the nature of your words and tone of voice used during these callsYour check for the $was mailed to your home address we have on file and we wish you the best in finding a contractor who works within your means
Initial Business Response / [redacted] (1000, 6, 2015/10/06) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We completed the work that the customer paid forWe stand behind our diagnosisThis is a pricing issueIf we did not believe the work was necessary we would gladly refund the customer and terminate the employeeHowever, in this instance that is not the caseWe are always sad to loose a customer and apologize we were unable to build a lasting relationship Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Prefect Home Services were called out to do a simple A/C charge, the out come was to pay about $or buy a new A/C for $They kept uping the chargesHad another company come out for another opinion and there was nothing wrong except to put 3lbs Rin which only cost $I would not and I mean not recommend this company Final Consumer Response / [redacted] (3000, 10, 2015/10/14) */ I'm sorry but Perfect Home Services response of it's a price issue, are you serious, you outright charged for things not the problem, plus tried to get me to purchase a new A/C, I have receipts from both companies to prove itVery Bad Business and oh that's right you said you'd fire a worker if you felt he misled a customer, oh ya your a family owed business I forgot Final Business Response / [redacted] (4000, 12, 2015/10/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Mrs was offered a leak search and repair and declined the serviceIf we misdiagnosed the unit for having a leak then the second company would not have needed to add more freonMrs is filling a complaint stating we scammed her due to our price vsanother company priceWe are a flat rate company and charge accordingly due to the cost of our businessAgain, we hate to loose a customer however, we did diagnose the unit accurately based on the fact that the second company also needed to add freon due to a leak in the system
Complaint: [redacted] I am rejecting this response because: what it comes down to is what the Perfect Home Services warranty states, very clearly: "other than the cost of your VIP membership, there will be no additional expenses to you-for as long as you own your furnaceThere is no small print, no hidden charges for parts, labor or travel time." I don't feel Perfect Home Services upheld their warranty as the warranty clearly states "no hidden charges" in the Lifetime GuaranteeIn addition, I had a certified electrician out as suggested by Perfect Home Services who states there is absolutely no external reason for the control board to have gone out"No surges, house is grounded appropriately and logically, it doesn't make sense that a "power surge" caused the issue because no other appliances were affectedIt was suggested by the electric that it is most like a bad transformer in the heaterI will be contacting the [redacted] Distributor to clarify THEIR warranty on partsWhen I stated my warranty on the phone with both [redacted] and Perfect Home Services, [redacted] should have honored it, fixed my heater and they should have dealt with [redacted] in the cost of opening the warehouse on the weekendAs a customer in good standing, it should not be expected for me to pay for something that I am CLEARLY under warranty forThere is no gray in this area Sincerely, [redacted] ***
First off please allow me to apologize that your system failed to function on two Saturdays in a row That certainly isn't a common occurrence for us nor is it something we like to see happen with the equipment that we install and warranty I do understand your concern with our inability to provide you with a repair without an additional cost Please allow me to further explain how our warranty works We do provide 24/7/service to our customers We don't charge the customers who have a valid warranty with us for trip fees, afterhours, fees, parts or labor to do any work that is covered under warranty The problem that we ran in to those two weekends is that you needed a part that we don't normally stock The part that was needed in both cases was the same part (a control board) That is a part that rarely fails and is a part that is too specific and not universal enough for us to carry If we tried to carry every control board for every furnace we would have hundreds of thousands of dollars tied up in control boards alone and would need a huge warehouse just to stock control boards The only way for us to obtain that part for you on the weekends that your equipment failed would have been to get it directly from our [redacted] distributor They unfortunately don't provide 24/7/parts availability to us at no charge They charge a $fee to meet us at their warehouse to get a part during hours that they are closed It sounds like there may have been a misunderstanding on either what our warranty does cover or on the fact that we weren't trying to charge you money to get you heat, it was simply a option that we were providing you to expedite the availability of the part by paying our distributors fee to get it during hours when they are closed We were fully willing to make the repair and help you when you needed us The only way to make it available to us would have been to pay that fee At the end of the day it doesn't sound like there was anything wrong with our installation We couldn't seem to find any cause of the two failures either We did call Trane's technical support team to verify all findings They didn't see any issues either based on our findings We are wondering if maybe there was some kind of external power surge or other power related issue potentially causing these failures Again, we apologize that this happened to you From what I can see it doesn't appear that there was any neglect towards you on our part It sounds like we just didn't have the part you needed and the only way for us to get it faster than Monday was to pay an emergency fee at a supply house I'm not real sure what we could have done within reason to make this situation any better for you We don't budget for the cost to open up a supply house house in the event that it's needed as a part of our free warranty we provide to our customers I am sorry that the the expense to open up a supply house on a weekend is so high We don't have any control over that cost -- Cheers, [redacted] Perfect Home Services Heating, A/C, Plumbing, Rooter & Sewers Schedule An Appointment: [redacted] Reach Our Office Staff: [redacted]
I have been informed that our customer service department has already resolved this concern I have been told that this was just a misunderstanding and the customer is happy
Initial Business Response / [redacted] (1000, 8, 2015/01/19) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We apologize we were unable to service your unitOur technicians our not specialists with regards to heat pumps and did the best they could to accommodate youThough we do not like to loose customers we feel it would be in your best interest to find a contractor that does specialize in heat pumps to service your manufacture warranty itemThe warranty as stated above is with ***You can contact [redacted] for a list of vendors that do specialize in heat pumps Initial Consumer Rebuttal / [redacted] (3000, 10, 2015/01/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the proposition from Perfect Air ServiceAccording to [redacted] it is recommended to go through [redacted] Comfort Specialist' in local area, which is Perfect Air ServiceIt is easier for Perfect Air, who is authorized dealer of ***, to get the technical support for my heat/AC unitIt is also [redacted] recommendation for homeowners to perform unit repairs through their local authorized dealership Furthermore, as quoted in the advertisement on Perfect Air's website, "Perfect Air is proud to offer our industry leading, all inclusive Year Parts and Labor warranty on all new heating & air conditioning systems we installBuy a new system from us and rest assured you won't pay a single penny for any repairs for years!" As the installer of my heating unit, I want the Perfect Air Service to honor their word by fixing the unit entirely, and not false-advertise to their customers Moreover, according to Perfect Air's website, they also offer warranty on repair as I quote: "Perfect Air also offers the industry leading Year Parts and Labor warranty on all repairs that we makeIf we make a repair, we guarantee it for years." Since the repairs did not last a week, I want the Perfect Air to honor their guaranteeIn addition, the work order form, which is the form that customer signs after work are completed, clearly indicates that all repair parts have 1-year parts and labor warrantySince the parts replaced by Perfect Air failed within the 1-year warranty period, it is Perfect Air's responsibility to accommodate the repair failures not through another contractor As their technicians are not specialized to fix my heating unit as stated above by Perfect Air representative, even though they are the installer of my unit, I demand the following from Perfect Air: Replace my entire heating/AC unit as whole to the current updated model Fix or replace my home humidifier and air filtration system, which is currently not working due to bad wiring resulted from all the repair failures Refund my money that I paid for all the repair services, which includes the broken thermostat, outdoor sensor, and other heating unit components replaced by Perfect Air technician during their visitsThe amount is about $ If the Perfect Air cannot fix or replace my heat/AC unit entirely, I want the Perfect Air to be responsible for the following: Pay the repair fees of fixing my entire unit through another contractor Refund the money for all the broken parts, which includes the broken thermostat, outdoor sensor and other heating system components, caused by the bad wiring done by Perfect Home Services as mentioned in complaint, which is about $ Finally, I want fair compensation at $for undergoing emotional stress, high water/electric bills during the month of the repair failures, loss of my work hours, which are all resulted from the poor repair service performed by Perfect Air Service If the above demands are not accepted by Perfect Air, further actions will be taken through consumer rights for false-advertising and not honoring the guarantee/warrantyI hope the Perfect Air stay true to their words Final Business Response / [redacted] (4000, 16, 2015/02/05) */ We apologize for the inconvenienceWe do not hold [redacted] warranty on the productsWe are not a [redacted] manufacturer, we are a [redacted] dealerWe do not feel comfortable sending a technician to your home that is not experienced with heat pumpsIf you contact [redacted] directly they will be able to recommend a service company that specializes in your [redacted] unitAgain, we apologize for the inconvenience
Initial Business Response / [redacted] (1000, 5, 2015/09/15) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We installed a [redacted] furnaceDuring the install our technician did damage the a/c coilWe did replace the coil with a brand new one at no cost to the customer for depreciationYes, she was with out a/c for the evening and the technician returned the next morning and completed the a/c repairWe are a certified [redacted] dealer [redacted] tells us what steps to take regarding repair/replacement under the manufacturer warrantyWe have to complete the steps that [redacted] tech support tells us to complete before we can replace a unit under warrantyWe have explained this to Mrs several timesWe called Mrs on 9/2/and explained we needed to send a tech out to complete tests on the unit that [redacted] is requiring us to complete before they will allow us to repair/replace a unitMrs has been very difficult to work with, she has declined getting scheduled since 9/2/2015, refusing serviceWe record all calls that come in and out of our officeOur customer service reps have spent hours upon hours on the phone with Mrs trying to schedule herWe are now at the point where it is not productive to spend time on the phone with Mrs for hoursWe have no issues standing behind our work or our warrantyHowever, in order to do that we need to be able to schedule her Initial Consumer Rebuttal / [redacted] (3000, 11, 2015/09/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called Perfect home services on a continuous basisI have had appointments to date and one scheduled for 9/So their statement about appointments is incorrectI HAVE NEVER REFUSED SERVICEI HAVE BEEN BEGGING FOR SOMEONE TO FIX ITTwo of the calls I made just recently ended with the customer service manager talking over me and not acknowledging the fact that we have had technicians here each with a different storyI have had to take different days off work of which I work from am to pm and have asked them to call me on my cell however they call the house insteadI was told by different customer service girls who was very nice that their manager is very abrupt and it may be difficult to get resolutionWhich of course she was rightThe customer service manger in a round about way told be myself and my husband we were lairs and that the tech that came out last did not know what he was talking aboutThis has cost me increase in my bill in weeks time, still no resolution and now I have to take another day off work.I HAVE DOCUMENTATION OF EACH APPOINTMENT AND EACH PHONE CALL I HAVE MADE AND PAPERWORK FROM EACH TECHNICIAN THAT HAD BEEN HERE Final Consumer Response / [redacted] (4200, 26, 2015/10/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) My expectations are that when I pay for a furnace I expect everything to work I DID NOT CALL AND SAY THE FURNACE WAS WORKINGTHAT IS THE REASON I CALLED BECAUSE IT IS STILL RUNNING THE SAME WAY IT DID BEFORE THEY CAME OUT LAST, I ALSO STATED THAT THEY DID NOT CLOSE UP THE HOLE WHERE THE VENT GOES INTO THE FURNACE SO IT IS OPEN I had asked what the next move was going to be since it seems that we have done just about everything except replace it which is what should have been done to start with SINCE IN YOUR WORDS " IT IS UNDER WARRANTY" I dont think that under warranty means to keep coming out and replacing parts and, as your tech said " we will just have to see if it works or not" Since this was Perfect home services that did this I would assume that Perfect home services would come out and fix the problemYou make is sound as if you are doing me a favor I will need someone to figure out how they are going to fix this as well as fill in the hole where the vent is So with that being said I am also to assume that I will need to take yet another day off work to accommodate So My expectations are that the air conditioner and furnace run like they should run as a new product Final Business Response / [redacted] (4000, 30, 2015/10/19) */ Mrs had a new furnace installed from usWe did not install her a/cWe did damage her coil during the install of the furnace and replaced the coil the next dayThe furnace is working properly and has always worked properlyThe issue she was having was the a/c unit was not working due to the new furnace being a bigger more energy efficient then the existing a/c unitMrs was requesting that we pull out the new furnace and replace it with a new unitWe explained that that would not work that she would have the same issueThere was not enough airflow in her unit which was the problem and not the actual furnaceWe scheduled a tech to return and lift her coil higher above the furnace in order to increase the air flowMrs would not schedule with us for the repair for weeksEvery time we contacted her to schedule she said she had patients and could not be home and would call us back when she had a date and time availableWhen management spoke to Mrs after weeks of attempted scheduling Mrs was very upset and using inappropriate languageManagement explained to Mrs that we can no longer allow our customers to treat our employees that way and that she needed to schedule an appointment with management only for repairMrs kept saying she wanted a new furnace and that she had a warrantyManagement tried to explain to Mrs that the actual furnace was not the issue that it was an airflow issue and Mrs agreed to allow a tech to come to the home to make the required repairsThe tech made the repairs and the unit has been functioning appropriately ever sinceWe never like to leave our customers unhappy however, sometimes no matter how hard we try we can not satisfy everyone Respectfully, [redacted] Human Resource, Service Manager Perfect Home Services Cell: (XXX) XXX-XXXX [redacted] @gmail.com www.perfecthomeservice.com
Initial Business Response / [redacted] (1000, 8, 2015/01/19) */ This customer has since been taken care ofWe do not believe we were in violation of any Revdex.com policy and that this complaint should be removed from our recordWe sent a technician to the customers home and the issue was unrelated to any work that we previously completed
Complaint: [redacted] I am rejecting this response because: The message says that they would give me a refund, and that would be OK with me to resolve this dispute However, it doesn't appear that they have an intention of making a refund since nobody has reached out to me or indicated that a refund is being sent I did call the business and they didn't seem to know anything about a refund and indicated they they'd "look into it" It seems strange that I would have to seek out the correct person in their organization to get this dealt with, as opposed to their contacting me In any event, I cannot accept the response until I get some sense of comfort that a refund would actually be made Sincerely, [redacted]
Dear Sir, We record all phone calls that come into our call centerYou contacted the call center regarding a refundThe call center does not handle refundsOur finance department issues refunds on the 15th of every monthI understand that you were not satisfied with services that were provided to you however, we respectfully request that you refrain from contacting our call center due to the nature of your words and tone of voice used during these callsYour check for the $was mailed to your home address we have on file and we wish you the best in finding a contractor who works within your means
Initial Business Response / [redacted] (1000, 6, 2015/10/06) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com We completed the work that the customer paid forWe stand behind our diagnosisThis is a pricing issueIf we did not believe the work was necessary we would gladly refund the customer and terminate the employeeHowever, in this instance that is not the caseWe are always sad to loose a customer and apologize we were unable to build a lasting relationship Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/10/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Prefect Home Services were called out to do a simple A/C charge, the out come was to pay about $or buy a new A/C for $They kept uping the chargesHad another company come out for another opinion and there was nothing wrong except to put 3lbs Rin which only cost $I would not and I mean not recommend this company Final Consumer Response / [redacted] (3000, 10, 2015/10/14) */ I'm sorry but Perfect Home Services response of it's a price issue, are you serious, you outright charged for things not the problem, plus tried to get me to purchase a new A/C, I have receipts from both companies to prove itVery Bad Business and oh that's right you said you'd fire a worker if you felt he misled a customer, oh ya your a family owed business I forgot Final Business Response / [redacted] (4000, 12, 2015/10/14) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @gmail.com Mrs was offered a leak search and repair and declined the serviceIf we misdiagnosed the unit for having a leak then the second company would not have needed to add more freonMrs is filling a complaint stating we scammed her due to our price vsanother company priceWe are a flat rate company and charge accordingly due to the cost of our businessAgain, we hate to loose a customer however, we did diagnose the unit accurately based on the fact that the second company also needed to add freon due to a leak in the system