Spectra Realty Associates Inc.

Initial Business Response /* (1000, 8, 2017/06/08) */
Unfortunately, there are people out there that choose to not tell the truth, nor react in a reasonable way no matter how a company goes well beyond customer service; this particular customer is a perfect example
On or about September
17, 2006, the customer purchased a ductless heat pump for $*** plus taxShe also purchased a surge protector ($*** +tax) to protect the unit from power surgesShe REFUSED the year parts and labor third-party warranty option, that we quoted at cost ($*** +tax) instead choosing the standard manufacturer's year parts only, NO labor warranty
The unit was installed on or about 1pm September 20th,
Monday, January 16, @ 10:am, we received a call from the customer that the unit was not working and showing an HcodeThis was right after a winter wind and ice storm that resulted in power outages and flickers everywhere in our areaThat same day, at 4:PM a licenced technician was sent to conduct a service callThe technician found that the outside unit had a burnt capacitor on the board and wires were singed leading to the computer boardWe informed the customer that the computer board was burnt, and wires were also in need of replacementShe was informed that we would order one and let her know when we received it so we could schedule a repair for her
Our initial reaction was that the unit receive a surge in power or had been hit by lighteningWe sent the board back to the manufacturer for a diagnostic review, in the meantime, a new board and wires were ordered
The factory concluded that either a surge or lightening could have indeed caused the issue but seeing how the customer had a surge protector that should have prevented this, it was probably caused by a "Brown Out" power supplyMeaning the power went to low in voltage (power going our gradually) but the issue was indeed a dirty supply of power to the unitRegardless, they were kind enough to supply the new board free of charge to the customer
On or about January 23, we received the new outside computer board and installed it as well as changed the scorched wiresWe did not charge the customer or service charge of $***, plus $** per hour for the two service callsInstead we simply charged her $** + tax total
She came to pay her service bill January 30th, and wanted the year third party insurance warranty that is usually only available at time of purchaseWe called the company and they gave us consent to put it through, however it would not take affect for daysWe sold the third-party insurance company at our cost $*** +tax
Unfortunately, Friday, February 17th, 2017, 11:am, we received a call from the customer that she was having more issues with the unitWe sent our service technician at the end of the day to check things outThis time he found that the outside sensor computer board was defective and would require replacing
Monday, February 19, we ordered a new outside sensor boardThe manufacturer was not pleased that they would have to send anther type of electronic board as they new it was from the original dirty power supply that the unit receivedNever the less, they eventually sent us the board a week later free of charge and we installed it for the customer at no charge
May 8th, 2017, the customer called to let us know the unit was again not workingWe told her that instead of repairing a unit that has been damaged by dirty power supply (surge, brown out or lightening) that we would instead go to the manufacturer and see if they would supply us with a complete new unit for her
Each and every day, the customer would call us to ask if she was getting a new unitWe would explain to her that it does not happen that quickly but to be patient with us as we were waiting to talk to the president of the manufacturing company himself so that it could be approved but we were fighting hard for herBut we would get back to her once we found out
Keep in mind, she would still call us every day and complain, PLUS was making calls directly to the manufacturer and warranty insurance companyThey would call us up and ask "What is wrong with this lady, she just keeps calling and not being reasonable?"
Within a week we had approval that she would be getting a new unitWe explained to the customer that once it arrived we would go out and put it in for herWe told her that that the unit could take weeks to get in, but we would contact her
That didn't stop her, she would contact either us, the manufacturer and insurance company on a daily or bi-daily basis
On Thursday, June 1st, 2017, we contacted the customer to let her know that her new unit was schedule to arrive Monday, June 5th, and we would like to schedule her for her unit replacement Wednesday afternoon, June 7th, We explained to her that even though we were not being compensated, we would be removing the old unit and installing the unit free of chargeNo expense to her
Our Manager was giving her this call from our front quote center as a few of us and another heat pump customer were all sitting with her nearbyWe even had explained how we were contacting a customer with good news that we would be replacing a unit damaged by dirty power supply free of charge
However, to everyone's astonishment, the customer began yelling at our Manager that she was not happy it took this long (weeks) and that she wasn't happy and would be calling her lawyerAt no time did our Manager raise her voice, instead was trying to talk to her calmly and kept saying, "I don't understand, do you realize you are getting a brand new unit, free of charge on Wednesday?"And then she would answer back with "you still do not have the unit, its just scheduled to arrive" and would simply not be reasoned withOur manager kept her cool and realized that she was just dealing with someone that was simply not reacting like a sober reacting personShe explained to the customer one last time, "We are scheduled to install your new unit next Wednesday, please get back to us if you want it or not, but I cannot talk to you any further as I thought you would be jubilant with this information and not yelling and threateningI am going to hang up now." And she did
The Manager simply looked at all of us and said, "That was different"And then the phone started ringing again, it was the customerI told my staff to let it ring as no good will come of it, as she is just not acting normal."
I see the Revdex.com complaint was dated that same day
The morning of Tuesday June 6th, our Manager once again phoned the customer and left a message asking if she was going ahead with her new free heat pump install for the next day, Wednesday June 7thInstead of calling us back, she once again called the manufacturer who called wondering what was going on as she kept calling them daily and today was saying we were just going to fix it? They asked me what was wrong with her and I explained to them what the actual phone call was and how we have no idea what is wrong with her or going on in her headThey said they were going to tell her to simply stop calling and to deal directly with us
Later that morning, we received the Revdex.com letter and complaint via mail service
In the afternoon, she finally called and confirmed she wanted her install the next afternoon per our schedule
On Wednesday June 7th, 2017, the customer, at no additional cost to her, had her new unit installed
We trust that we will no longer hear from her and because she has a third-party insurance company paying for any warranty work, she can contact just about anyone else for serviceWe went far beyond the call of duty for this customer, just to be badgered and harassed for no reasonNo other company would have fought to get her a new free unit let alone all the work we did at no chargeZero appreciative and frankly totally unreasonable including a complaint to the Revdex.com
We consider this complaint to be without merit and would like this complaint to be stricken from our records
Initial Consumer Rebuttal /* (3000, 10, 2017/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to start by saying I have no reason to elaborate or stretch the truth
There are homes on our Street and most have Heat Pumps with that being said I will address the issues written in response to my complaint
I have lived on this Street since Dec and that is when the Heat Pump was first used ..I can attest along with the neighbours we have never had a power outage that would cause the heat pump problemsI am not sure what part of town the responders live so can not say if they had outages or not
I also will provide a copy of my incoming and out going phone calls from my home and cell phone alone with the phone numbers of The Heating and Plumbing shop also the Head Office of *** and even the Warranty Company showing that it is untrue that I phoned these places on a daily basesI am sure that will Satisfy any doubts that the Respondant are stretching the truth
I did not yell at the Manager and she did not call meI was the one being yelled at and hung up on
Words that are written or spoken can not be taken backI can honestly State without hesitation that this company acted very unprofessionally
As for the Warrany I will be waiting for a new copy from this Company with the new model and serial numbers to cover the new Heat Pump
As for saying I got a cut rate on the first Board that was put in ...I payed exactly what they charged me and this is the first I heard of getting a cut rateAll I can say to that is Thank You
Final Business Response /* (4000, 13, 2017/06/15) */
We will no longer respond to this complaint as this is not a acting customer and she will just keep it going and going
For instance, the customer fails to mention that she presently has a free unit, installed at no charge to herBoth the manufacturer and ourselves went far beyond the norm and did this for herYet somehow, she is once again not satisfiedLuckily we have over *** units installed and this is the only customer we have ever had to deal with like thisAny other customer would be thankful for our efforts and reasonable to deal with
So once again, and to be clear, she presently has a new unit as what was promised to her the day she wrote the complaint to the Revdex.comThe third party warranty company had no part in compensating us nor the manufacturer on this replacementWe did this for her simply on good faith
And yet, here she is once again complaining about irrelevant issues such as if she called every day or second day, or how many power outages she had or didn't haveShe is the type of person that would keep this going forever and we are done respondingNothing can satisfy this kind of individual
We have sent her new serial numbers to the third party warranty company for their records
She can now have her unit serviced by any company that services heat pumps and utilize the the party warranty company to compensate them
WE however, will not be servicing her unit ever again