As it pertains to the customer we installed his equipment on 5/4/and as he stated we had given a few weeks for him to determine which hot water heater he wanted in his homeThe job was completed with new hot water heater on 6/12/The customer called in on 7/13/stating he had no hot
water we came out the same day and were able to restore his hot waterHe then called in on 8/5/stating he had no hot water again, we went out that same day to address issuesBetween that day and 8/there were several visits to his home to do everything we could to ensure his satisfactionAt no point did we avoid him, the delay was due to us having to work with the manufacturer of the product and taking the necessary steps to go through their warrantyWe ended up resolving the issue by all together removing that product and replacing it with a completely different product on 8/Since that date there have been no issues and no service callsI hope providing this information can resolve thisPlease let me know if you need any additional information from me, I will be happy to provide
Hello *** that is correct Service Professionals did the installation of a boiler in your home in 2014, in fact it was Oct 4thI also see that you initialed the warranty section which next to the initials it states that "I acknowledge and understand the terms and conditions of the extended
warranty presented on the reverse of this agreement" On the reverse side of the agreement, specifically line items & In section it specifies that the maintenance must be done to the manufactures standards, and in section it states that if it is not done to said standards the warranty will be voidedIt is also stated in the manual of the unit we installedIn addition customer service reps made at least phone calls to your home to set this appointment up, as well as in early Service Professionals sent a letter to every installation that we have done to let our customers know the maintenance must be done in order for all warranties to be upheldI am not sure what else we could have done in order for you to recognize that there is a reason for the need for maintenanceHad it been done the situation you are in would have without a doubt been avoidedI also see that on 11/23/When this service call was made, we repaired the unit at no charge so that you would have heat for the holidays even though the warranty has since been voidedService Professionals can only guarantee their installations if the units we install are taken care of and maintainedIf that is not done we have no control over the condition of the unit and the effects of the negligence will beWe are very sorry that you are in the situation that you are in, we did everything we could to avoid it from happening
The response does not address all of my concernsPage of attachment is illegibleOnce I receive a legible attachment and a full response to all my concerns, I will send a full responseThank you
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
In regards to Terms and Conditions of contractual agreement, the responsibilities of ** *** to maintain warranty were not keptLine of the attached document states if any other than service professionals attempts torepair product than warranty will be null and voidSection of contract requires customer to properly maintain the equipment meaning it must be serviced which is not the same as repair, and that only Service Professionals or an independant"manufacturers" service rep maintenance the equipmentReinstatement of the warranty is not an option as company cannot guarantee/ warranty the work of another company/representativeIn regards to the third item a submit request for refund of $for work done in 2014, that has not been brought up until this point is without merit based upon no previous communication about refund
Hello ***, thank you for providing feedback on your experience with Service ProfessionalsI remember this situation quite clearly, you and I happened to speak on the phone after the callWhen the call originally came in and was scheduled for a non working a/c service call we explained that there
is a $dispatch fee to come outAt which time you informed our customer service representative that you rent the property but are responsible for all repairs and you agreed to the feeAlthough it is not policy to schedule in home visits with anyone other than the property owner, we went by your word and went ahead and did so When our technician arrived at the property he diagnosed the issue with outdoor unit and spoke with you about possible repairs and maintenance issuesAt which point you stated no decisions could be made since you were not the ownerYou also then told my technician that you only agreed to the dispatch fee and said you were responsible because that was the only way the office would schedule the callIn addition you signed off on the invoice prior to and after the diagnosis was madeI am interested to see what the other diagnosis was and what was needed for repairIf it comes down to the fact that my technician misdiagnosed the unit, I am happy to refund the dispatch feeService Professionals takes great pride in providing great service as well as great customer serviceIt is not our objective to collect dispatch feesOur goal is to provide solutions as well as forming lasting relationships with the homeowners that give us an opportunity to provide them serviceI encourage you to contact me at your convenience and we can work towards some resolve on this issueI look forward to hearing from you Denise V***Customer Service Manager***
When our plumber Bryan was out to the home to assess the leak from after the drain cleaning it was brought to his attention that that drain line was not secured properly and the PVC was held together by only epoxyThe drain line was not strapped at allThis is not the proper way to connect
and secure PVC pipingHe was unaware of the condition of the pipe prior to doing the drain cleaningWe believed the integrity of the pipe was real when we attempted the first drain cleaning later to learn it was not installed correctlyThe damage that occurred was due to the way the pipe was initially installed and not our work performedService Professionals did not do the initial installation of the pipeWe need the siding to be removed to be able to really see what is going on and provide a proper way to repair the drain line and secure it correctlyWe would be able to credit the $from our visit out to look at the drain line toward the future repair of the line
Complaint: ***
I am rejecting this response because: Bryan saw the pipe and could refuse to snake it or warn me about consequencesHe was aware that siding has to be removed and even offered to call his contractor to do thatSo why did not he called me to explain the situation or just inform that he will not be able to do anything? I that what you call "A good service?" I think that you owe me a refund not only for unnecessary second visit but also for damaging service on 02/07/2018.
Regards,
*** ***
He did not have maintenance performed by us or an authorized Navien representative which as per the contract makes warranty null and void** *** submitted only one invoice which has also contributed to warranty's void as maintenance is required to happen yearly per the contract, customer has
only had it maintenance once and invoice reflects service done as well, which is another contractual violation See highlighted areas on the attachments provided
There are current appointments set for this customer in order to resolve said issues with the performance of the air conditioning unitAll issues should be resolved by 9/7/when said appointment is scheduled forIn reference to the rebates, they are still available to the customerNormally we
do this process, however the customer wanted to process the rebates on their ownWe are now taking this over in order to make sure all rebates get processed correctly and they get everything that is available to themBeing that this is still an ongoing situation, it is a bit challenging to provide an immediate resolutionI am confident in a matter of a week or so we will be able to resolve all above said issues
We are awaiting a call back from this customer since the complaint was filedWe would like to set a time to go over the unit, due to the fact that at the last visit all appeared to be in fine working orderWe are more than happy to provide any level of service necessary to ensure that the customer
is happyHowever as previously stated an appointment will need to be set in order to do so, so we can meet her there and go over the system in it's entiretyThat has been the reason for the delay in my responseI did not want to let the complaint sit unanswered any longerAs soon as an appointment is set I am confident that we will be able to make sure that the unit is working up to factory standards
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***
As it pertains to the customer we installed his equipment on 5/4/and as he stated we had given a few weeks for him to determine which hot water heater he wanted in his homeThe job was completed with new hot water heater on 6/12/The customer called in on 7/13/stating he had no hot
water we came out the same day and were able to restore his hot waterHe then called in on 8/5/stating he had no hot water again, we went out that same day to address issuesBetween that day and 8/there were several visits to his home to do everything we could to ensure his satisfactionAt no point did we avoid him, the delay was due to us having to work with the manufacturer of the product and taking the necessary steps to go through their warrantyWe ended up resolving the issue by all together removing that product and replacing it with a completely different product on 8/Since that date there have been no issues and no service callsI hope providing this information can resolve thisPlease let me know if you need any additional information from me, I will be happy to provide
Hello *** that is correct Service Professionals did the installation of a boiler in your home in 2014, in fact it was Oct 4thI also see that you initialed the warranty section which next to the initials it states that "I acknowledge and understand the terms and conditions of the extended
warranty presented on the reverse of this agreement" On the reverse side of the agreement, specifically line items & In section it specifies that the maintenance must be done to the manufactures standards, and in section it states that if it is not done to said standards the warranty will be voidedIt is also stated in the manual of the unit we installedIn addition customer service reps made at least phone calls to your home to set this appointment up, as well as in early Service Professionals sent a letter to every installation that we have done to let our customers know the maintenance must be done in order for all warranties to be upheldI am not sure what else we could have done in order for you to recognize that there is a reason for the need for maintenanceHad it been done the situation you are in would have without a doubt been avoidedI also see that on 11/23/When this service call was made, we repaired the unit at no charge so that you would have heat for the holidays even though the warranty has since been voidedService Professionals can only guarantee their installations if the units we install are taken care of and maintainedIf that is not done we have no control over the condition of the unit and the effects of the negligence will beWe are very sorry that you are in the situation that you are in, we did everything we could to avoid it from happening
The response does not address all of my concernsPage of attachment is illegibleOnce I receive a legible attachment and a full response to all my concerns, I will send a full responseThank you
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
In regards to Terms and Conditions of contractual agreement, the responsibilities of ** *** to maintain warranty were not keptLine of the attached document states if any other than service professionals attempts torepair product than warranty will be null and voidSection of contract requires customer to properly maintain the equipment meaning it must be serviced which is not the same as repair, and that only Service Professionals or an independant"manufacturers" service rep maintenance the equipmentReinstatement of the warranty is not an option as company cannot guarantee/ warranty the work of another company/representativeIn regards to the third item a submit request for refund of $for work done in 2014, that has not been brought up until this point is without merit based upon no previous communication about refund
Hello ***, thank you for providing feedback on your experience with Service ProfessionalsI remember this situation quite clearly, you and I happened to speak on the phone after the callWhen the call originally came in and was scheduled for a non working a/c service call we explained that there
is a $dispatch fee to come outAt which time you informed our customer service representative that you rent the property but are responsible for all repairs and you agreed to the feeAlthough it is not policy to schedule in home visits with anyone other than the property owner, we went by your word and went ahead and did so When our technician arrived at the property he diagnosed the issue with outdoor unit and spoke with you about possible repairs and maintenance issuesAt which point you stated no decisions could be made since you were not the ownerYou also then told my technician that you only agreed to the dispatch fee and said you were responsible because that was the only way the office would schedule the callIn addition you signed off on the invoice prior to and after the diagnosis was madeI am interested to see what the other diagnosis was and what was needed for repairIf it comes down to the fact that my technician misdiagnosed the unit, I am happy to refund the dispatch feeService Professionals takes great pride in providing great service as well as great customer serviceIt is not our objective to collect dispatch feesOur goal is to provide solutions as well as forming lasting relationships with the homeowners that give us an opportunity to provide them serviceI encourage you to contact me at your convenience and we can work towards some resolve on this issueI look forward to hearing from you Denise V***Customer Service Manager***
When our plumber Bryan was out to the home to assess the leak from after the drain cleaning it was brought to his attention that that drain line was not secured properly and the PVC was held together by only epoxyThe drain line was not strapped at allThis is not the proper way to connect
and secure PVC pipingHe was unaware of the condition of the pipe prior to doing the drain cleaningWe believed the integrity of the pipe was real when we attempted the first drain cleaning later to learn it was not installed correctlyThe damage that occurred was due to the way the pipe was initially installed and not our work performedService Professionals did not do the initial installation of the pipeWe need the siding to be removed to be able to really see what is going on and provide a proper way to repair the drain line and secure it correctlyWe would be able to credit the $from our visit out to look at the drain line toward the future repair of the line
Complaint: ***
I am rejecting this response because: Bryan saw the pipe and could refuse to snake it or warn me about consequencesHe was aware that siding has to be removed and even offered to call his contractor to do thatSo why did not he called me to explain the situation or just inform that he will not be able to do anything? I that what you call "A good service?" I think that you owe me a refund not only for unnecessary second visit but also for damaging service on 02/07/2018.
Regards,
*** ***
He did not have maintenance performed by us or an authorized Navien representative which as per the contract makes warranty null and void** *** submitted only one invoice which has also contributed to warranty's void as maintenance is required to happen yearly per the contract, customer has
only had it maintenance once and invoice reflects service done as well, which is another contractual violation See highlighted areas on the attachments provided
There are current appointments set for this customer in order to resolve said issues with the performance of the air conditioning unitAll issues should be resolved by 9/7/when said appointment is scheduled forIn reference to the rebates, they are still available to the customerNormally we
do this process, however the customer wanted to process the rebates on their ownWe are now taking this over in order to make sure all rebates get processed correctly and they get everything that is available to themBeing that this is still an ongoing situation, it is a bit challenging to provide an immediate resolutionI am confident in a matter of a week or so we will be able to resolve all above said issues
We are awaiting a call back from this customer since the complaint was filedWe would like to set a time to go over the unit, due to the fact that at the last visit all appeared to be in fine working orderWe are more than happy to provide any level of service necessary to ensure that the customer
is happyHowever as previously stated an appointment will need to be set in order to do so, so we can meet her there and go over the system in it's entiretyThat has been the reason for the delay in my responseI did not want to let the complaint sit unanswered any longerAs soon as an appointment is set I am confident that we will be able to make sure that the unit is working up to factory standards
[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 ***, and find that this resolution is satisfactory to me
Regards,
*** ***