Steve's Auto Service, Inc.

The response does not address all 3 of my concerns. Page 2 of attachment is illegible. Once I receive a legible attachment and a full response to all my concerns, I will send a full response. Thank you.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

In regards to Terms and Conditions of contractual agreement, the responsibilities of [redacted] to maintain warranty were not kept. Line 2 of the attached document states if any other than service professionals attempts torepair product than warranty will be null and void. Section 7 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 equipment. Reinstatement of the warranty is not an option as company cannot guarantee/ warranty the work of another company/representative. In regards to the third item a submit request for refund of $2500 for work done in 2014, that has not been brought up until this point is without merit based upon no previous communication about refund.

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 epoxy. The drain line was not strapped at all. This is not the proper way to connect...

and secure PVC piping. He was unaware of the condition of the pipe prior to doing the drain cleaning. We believed the integrity of the pipe was real when we attempted the first drain cleaning later to learn it was not installed correctly. The damage that occurred was due to the way the pipe was initially installed and not our work performed. Service Professionals did not do the initial installation of the pipe. We 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 correctly. We would be able to credit the $63 from our visit out to look at the drain line toward the future repair of the line.

There are current appointments set for this customer in order to resolve said issues with the performance of the air conditioning unit. All issues should be resolved by 9/7/16 when said appointment is scheduled for. In reference to the rebates, they are still available to the customer. Normally we...

do this process, however the customer wanted to process the rebates on their own. We are now taking this over in order to make sure all rebates get processed correctly and they get everything that is available to them. Being that this is still an ongoing situation, it is a bit challenging to provide an immediate resolution. I am confident in a matter of a week or so we will be able to resolve all above said issues.

He did not have maintenance performed by us or an authorized Navien representative which as per the contract makes warranty null and void. [redacted] 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.

Hello [redacted], thank you for providing feedback on your experience with Service Professionals. I remember this situation quite clearly, you and I happened to speak on the phone after the call. When the call originally came in and was scheduled for a non working a/c service call we explained that there...

is a $89 dispatch fee to come out. At which time you informed our customer service representative that you rent the property but are responsible for all repairs and you agreed to the fee. Although it is not normal 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 issues. At which point you stated no decisions could be made since you were not the owner. You 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 call. In addition you signed off on the invoice prior to and after the diagnosis was made. I am interested to see what the other diagnosis was and what was needed for repair. If it comes down to the fact that my technician misdiagnosed the unit, I am happy to refund the dispatch fee. Service Professionals takes great pride in providing great service as well as great customer service. It is not our objective to collect dispatch fees. Our goal is to provide solutions as well as forming lasting relationships with the homeowners that give us an opportunity to provide them service. I encourage you to contact me at your convenience and we can work towards some resolve on this issue. I look forward to hearing from you.  Denise V[redacted]Customer Service Manager[redacted]

Hello [redacted] that is correct Service Professionals did the installation of a boiler in your home in 2014, in fact it was Oct 4th. I 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 6 & 7. In section 6 it specifies that the maintenance must be done to the manufactures standards, and in section 7 it states that if it is not done to said standards the warranty will be voided. It is also stated in the manual of the unit we installed. In addition customer service reps made at least 2 phone calls to your home to set this appointment up, as well as in early 2015 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 upheld. I am not sure what else we could have done in order for you to recognize that there is a reason for the need for maintenance. Had it been done the situation you are in would have without a doubt been avoided. I also see that on 11/23/16 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 voided. Service Professionals can only guarantee their installations if the units we install are taken care of and maintained. If that is not done we have no control over the condition of the unit and the effects of the negligence will be. We are very sorry that you are in the situation that you are in, we did everything we could to avoid it from happening.