This is in regards to ID [redacted] , the job that our Solution Specialist went to for [redacted] and performed the yearly maintenance on the unit I have enclosed the summary form as well as a note stating that Spengler Company would not be liable if any carbon monoxide would leak into the house since they chose not to have any additional work performed It also has the customer's signature on the form as well.Our solution specialist went out to perform the maintenance on the unit as he did as well as do an inspection on the unit The customer had purchased a maintenance plan from us, which is for the year and has many benefits If they do not have a plan, but they have us just come out and do a one time maintenance cleaning and check, the amount is When the customer called in and informed us of our Solution Specialist leaving with the vacuum hose, we got a hold of him and had him take it back out after she had called That was a mistake on the solution specialist part and we did take care of that right away That was a mistake and we did apologize for that.When Ms [redacted] decided that she wanted to cancel the maintenance plan and just wanted to pay for the maintenance check, I did cancel it and informed her I would be sending her the refund That has been credited to her credit card, it takes time for it to go through the finance department, it is not something that is done everyday I do apologize that it was not done in a week, but it has been credited.Thank you
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 We appreciate that Spengler's going to refund the amount of the original job They had been made aware of issues we were having for many years and ran their own camera through the sewer line several times and could see what the problem was, so for them to claim that they weren't given an opportunity to make it right is simply false During any of their many trips to our home over the years they could have informed us of their past error and offered to fix it Instead, they tried to convince us to do and pay for major unnecessary projects, and their failure to disclose their past error resulted in thousands of additional dollars in continued maintenance costs Sincerely, [redacted]
Regarding the unit that the customer is talking about That was discussed when our Solution Specialist was out at the home discussing the options, but it was agreed upon that because of the size of the room that it wouldn't be done The customer was given options before we did any work and the customer signed the contract and agreement which states clearly what is being installed before we proceeded on doing any of the work We have a signed copy of the contract/agreement that is signed and dated by the customer Thank you [redacted] The Spengler Company
Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ Customer Care Manager spoke with customer regarding service callAfter discussing matter with client, refunded the diagnostic fee
I called to have a main sewer line backup remedied They advertised a $clean out up to feet From previous occurrences, I knew it would be longer than ft I asked on the phone how much it was beyond that length, but was told the service person would have to cover that with me From the time Steve arrived, he was talking about different problems that could be causing the backup, none of which was a simple blockage He insisted on running line , then a camera, which he said showed a blockage at ft He told me my pipe had "bellied" and needed to be excavated and repaired I asked him to just continue snaking the line through the blockage To my surprise, he quoted a price of $in addition to the $charge to continue to clear the line I paid the $fee, and he left with my line still blocked Two hours later, I had a competitor come out and clear my line for $including the line back into the house Water flowed freely to municipal sewer line, even though Steve told me it wouldn't because it was being forced to flow uphill due to my pipe 'bellying" Seems to me, he was determined to make this a MAJOR job, no matter what, and he didn't mind at all leaving his customer with a clogged drain STAY AWAY FROM THIS COMPANY!!!
Revdex.com: We have received the complaint from you regarding [redacted] I have looked over his account and even though it looks as if our solution specialist did everything the way that he is supposed to do things, I will have finance send a refund to the customer Customer should be receiving this in the next few weeksThank you [redacted] The Spengler Company
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Spengler Customer Care Manager has no record of client calling in to discuss services performed at location however the daughter of client called to discuss the detailsCustomer Care Manager asked for permission of client or copy of Power of Attorney to discuss all details of work performed but was never suppliedSpengler provides up front pricing prior to performing work and all work was completed as proposedIt is our policy to obtain a 50% deposit up front and the balance upon completionSeveral options were given to client including lower priced options and the client chose to proceed with the first option for $on May 14, Work was completed in full on May 15, A second option was chosen on May 14, for $and work was completed in full on May 15, Client requested Spengler employee follow him to his bank for a cashier's checkAdditional work was proposed on May 15, in the amount of $and was scheduled to be performed May 18, The daughter and son in law cancelled additional workNo money was collected for additional work
Mr [redacted] called into the office and informed us he did not want the service planI tried to explain to him that with the service plan he actually received a lower price on the work that we did as you receive a discount when you purchase the plan, as well as other free services and discounts for a yearHowever he stated he did not want to keep itI informed him that I would refund the for the service plan as well as extend his warranty for the new pump we installed from the original year to years so he would not have to worry about anything for yearsHe seemed very pleased with the outcome of our conversation when we hung upMr [redacted] was given several options to take care of his problem, chose the option he wanted us to do and signed the agreement before any work was ever performedWe are a task base company, we do not break down by labor and parts, we charge by each job that we perform
Revdex.com:We have received the complaint from you regarding [redacted] I have looked over his account and even though it looks as if our solution specialist did everything the way that he is supposed to do things, I will have finance send a refund to the customer Customer should be receiving this in the next few weeks.Thank you [redacted] ***The Spengler Company
This is in regards to ID [redacted] , the job that our Solution Specialist went to for [redacted] and performed the yearly maintenance on the unit I have enclosed the summary form as well as a note stating that Spengler Company would not be liable if any carbon monoxide would leak into the house since they chose not to have any additional work performed It also has the customer's signature on the form as well.Our solution specialist went out to perform the maintenance on the unit as he did as well as do an inspection on the unit The customer had purchased a maintenance plan from us, which is for the year and has many benefits If they do not have a plan, but they have us just come out and do a one time maintenance cleaning and check, the amount is When the customer called in and informed us of our Solution Specialist leaving with the vacuum hose, we got a hold of him and had him take it back out after she had called That was a mistake on the solution specialist part and we did take care of that right away That was a mistake and we did apologize for that.When Ms [redacted] decided that she wanted to cancel the maintenance plan and just wanted to pay for the maintenance check, I did cancel it and informed her I would be sending her the refund That has been credited to her credit card, it takes time for it to go through the finance department, it is not something that is done everyday I do apologize that it was not done in a week, but it has been credited.Thank you
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 We appreciate that Spengler's going to refund the amount of the original job They had been made aware of issues we were having for many years and ran their own camera through the sewer line several times and could see what the problem was, so for them to claim that they weren't given an opportunity to make it right is simply false During any of their many trips to our home over the years they could have informed us of their past error and offered to fix it Instead, they tried to convince us to do and pay for major unnecessary projects, and their failure to disclose their past error resulted in thousands of additional dollars in continued maintenance costs Sincerely, [redacted]
Regarding the unit that the customer is talking about That was discussed when our Solution Specialist was out at the home discussing the options, but it was agreed upon that because of the size of the room that it wouldn't be done The customer was given options before we did any work and the customer signed the contract and agreement which states clearly what is being installed before we proceeded on doing any of the work We have a signed copy of the contract/agreement that is signed and dated by the customer Thank you [redacted] The Spengler Company
Initial Business Response / [redacted] (1000, 5, 2015/01/15) */ Customer Care Manager spoke with customer regarding service callAfter discussing matter with client, refunded the diagnostic fee
I called to have a main sewer line backup remedied They advertised a $clean out up to feet From previous occurrences, I knew it would be longer than ft I asked on the phone how much it was beyond that length, but was told the service person would have to cover that with me From the time Steve arrived, he was talking about different problems that could be causing the backup, none of which was a simple blockage He insisted on running line , then a camera, which he said showed a blockage at ft He told me my pipe had "bellied" and needed to be excavated and repaired I asked him to just continue snaking the line through the blockage To my surprise, he quoted a price of $in addition to the $charge to continue to clear the line I paid the $fee, and he left with my line still blocked Two hours later, I had a competitor come out and clear my line for $including the line back into the house Water flowed freely to municipal sewer line, even though Steve told me it wouldn't because it was being forced to flow uphill due to my pipe 'bellying" Seems to me, he was determined to make this a MAJOR job, no matter what, and he didn't mind at all leaving his customer with a clogged drain STAY AWAY FROM THIS COMPANY!!!
Revdex.com: We have received the complaint from you regarding [redacted] I have looked over his account and even though it looks as if our solution specialist did everything the way that he is supposed to do things, I will have finance send a refund to the customer Customer should be receiving this in the next few weeksThank you [redacted] The Spengler Company
Initial Business Response / [redacted] (1000, 5, 2015/05/22) */ Spengler Customer Care Manager has no record of client calling in to discuss services performed at location however the daughter of client called to discuss the detailsCustomer Care Manager asked for permission of client or copy of Power of Attorney to discuss all details of work performed but was never suppliedSpengler provides up front pricing prior to performing work and all work was completed as proposedIt is our policy to obtain a 50% deposit up front and the balance upon completionSeveral options were given to client including lower priced options and the client chose to proceed with the first option for $on May 14, Work was completed in full on May 15, A second option was chosen on May 14, for $and work was completed in full on May 15, Client requested Spengler employee follow him to his bank for a cashier's checkAdditional work was proposed on May 15, in the amount of $and was scheduled to be performed May 18, The daughter and son in law cancelled additional workNo money was collected for additional work
Mr [redacted] called into the office and informed us he did not want the service planI tried to explain to him that with the service plan he actually received a lower price on the work that we did as you receive a discount when you purchase the plan, as well as other free services and discounts for a yearHowever he stated he did not want to keep itI informed him that I would refund the for the service plan as well as extend his warranty for the new pump we installed from the original year to years so he would not have to worry about anything for yearsHe seemed very pleased with the outcome of our conversation when we hung upMr [redacted] was given several options to take care of his problem, chose the option he wanted us to do and signed the agreement before any work was ever performedWe are a task base company, we do not break down by labor and parts, we charge by each job that we perform
Revdex.com:We have received the complaint from you regarding [redacted] I have looked over his account and even though it looks as if our solution specialist did everything the way that he is supposed to do things, I will have finance send a refund to the customer Customer should be receiving this in the next few weeks.Thank you [redacted] ***The Spengler Company