S&P Global Inc.

atlas is schedule to go to the house on 1/22

Atlas Foundation Repair spoke to [redacted] when we scheduled the repair regarding the carpet being lifted and being laid back down, Atlas lays it back but does not stretch and tack it back like a carpet professional would. When we called the week before the repairs to confirm she was expecting...

Atlas, The office manager also communicated with her that we lay it back down but do not stretch and tack it back. She stated that she understood we just laid it back down, After the repair her husband stated he was not notified of the carpet not being stretched. Atlas did not have his contact number in the system, all correspondence and scheduling was with his wife. The contract also states that we are not responsible or liable for carpet repairs.

First off, let me say I’m a bit confused by this complaint in regard to the service performed on February 23rd. The customer contacted our office at approximately 6:00 pm, she stated she had a hydronic system with baseboard radiators and that the first floor was heating but the second floor was not,...

she also stated she could hear air noises on the second floor. We let her know that it sounded like air in the system and asked if she tried to bleed the radiators, she said she would and would call back. She called back and said she bled the radiators but still, had no heat on the second floor, we suggested that she may have a pressure issue and we agreed on having a technician come out the following morning, At approximately 10:15 pm our emergency on call technician received a call of no heat from the same customer and she wanted service that evening. She agreed to the after hour rates and our technician arrived at approximately 11:20 pm. The technician diagnosed low water pressure and that the automatic water feeder was inoperative. He proceeded to fill the boiler with a hose and brought the water pressure up to an acceptable level, he also noted the system had a leak and recommended that the system be replaced due to the age, condition and needed repairs. His actions were taken in the hope of restoring heat, we surmise that the system lost pressure due to the leak once again. We understand the dispute over paying after hour rates and still not having heat, but we cannot always guarantee results especially at such a late hour. We feel our technician did all he could do at that time. The following morning we dispatched another technician to the customers home, he also explained to the customer that the system was in need of extensive repairs and or replacement. He contacted our office from the customers home and recommended an estimator be dispatched. We contacted the customer and left several messages but never received a return call. Our after hour technicians are paid overtime rates from the time they leave their homes, to the time they return home, Wo are open to discussing a concession on needed repairs or replacement to offset the customers expense of having to pay for after hour service. We always strive to do what is right for the customer.

Atlas does not agree to these terms and would like to go to arbitration.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

To whom it may concern, In response to the claim filed against our service department on 12-4-14, our technician was dispatched to the customers home for a booming noise at the hot water boiler. Typically this situation is caused by delayed ignition of the gas burners. Anyone in the service business...

knows that this problem can be difficult at times to remedy. Our technician took the necessary steps to attempt to rectify the problem. As noted on the service invoice, screws were missing from the burner manifold which was not aligned properly, he installed the screws, cleaned the burners off, and repeatedly cycled the boiler in an attempt to reproduce the delayed ignition, which he could not, To our concern is that the customer never contacted our office to notify us that the problem still persist. As far as we were concerned the problem was rectified. If he had contacted us, we would have dispatched a technician back to his home at no cost to the customer until the problem was rectified. ( We guarantee our work ) We are sorry the initial repair did not correct the problem, but we were never given the opportunity to return. We also realize we are paid to fix problems and have been doing so for 65 years. We feel the diagnostic fee of $79.00 and the labor charge of $ 38.00 is justified, but are willing to refund some or all of this amount in order to settle this dispute in good faith. We ask that any effort on our part to settle this dispute is not seen as an admission of incompetence but a desire to come to a mutual resolution. Sincerely,                                                                                                                                                                                                                                    [redacted]                                                                                                                                                                                                                       President

Review: I am a professor at [redacted]. My school ordered the book access codes from McGraw-Hill in May 2014 for a class that starts in July 2014. Our school hasn't received the ordered product yet and the semester started 2 weeks ago. My compliant of McGraw-Hill also consists false advertising practice.Desired Settlement: The company needs to apologize for all the trouble that happened to me and my students because they cannot relieved ordered product on time.

Business

Response:

We apologize for this mistake. Our sales team will be correcting this issue by sending complementary codes.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I had bought books from [redacted] store in September 2014 , the book has CD , I can't use it even if it has code , they tolde after many call to take the link from my instructor , my instructor contact them and say they not site link for the book , the book stor refuse to refund the book, and I call the company over 5 times , they promiss to back to me the last few months but they don't .Desired Settlement: At least refund the book , or send CD inside the book working,my advice to put inside their book CD working, , or don't put CD not working inside your book, because this is a fraud.

Business

Response:

To Whom it May Concern:

Regarding [redacted] request for a refund, we apologize

for the inconvenience but are unable to provide a refund as the purchase was

made through a bookstore and we do not have the customer’s order with payment

information.

After researching this inquiry, we were able to locate one

case created in our CXG (Customer Experience Group) technical support

department on August **, 2014. The case referenced a registration issue with

the Connect access card packaged with their bookstore purchase and doesn’t

reference a CD. The [redacted] CXG agent referred the customer to contact the

instructor in order to obtain the course link that is required for the

registration of the code to be able to utilize the Connect product. We have confirmed,

the access card is valid and can only be used on an established Instructor’s

Connect website, which is a link that we do not have access to create (link is

created by Instructor). If their instructor doesn’t create a website link for

Connect, then the student is unable to use the code.

On September [redacted], the customer contacted

customer service about the website for their product and was referred to

[redacted] Digital Technical Support Department for assistance. Our Digital

Tech Support department is able to assist school educational products (K-12),

however, after listening to the customer and getting all the necessary

information, the agent transferred the customer to the [redacted] CXG

department again where they have attempted to reach out to the instructor for

this request as the link was still unavailable to the student.

On October [redacted], we received another call from the

customer stating that they need a refund because their instructor stated

[redacted] didn’t provide the link for the Connect platform and the bookstore

stated that it was our error so we should be refunding the student. The

customer service rep informed the customer the same information provided by the

[redacted] CXG agent that the website is established by the instructor

and we do not have access to provide the link to the student.

When a student or any other customer purchases product

directly from [redacted] Education we are responsible for the transaction and

provide credits and refunds when applicable.

However, this purchase was made via a bookstore that included access to

an online application that can only be activated by the Instructor and not

McGraw-Hill.

Based on how this transaction was completed, I would suggest

[redacted] direct the Revdex.com to contact the bookstore and/or the Instructor for

restitution.

Please let us know if we can be of any further assistance.