Suntrek Solar

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted] did call Monday and apologized. I did apologize for saying [redacted] but in no way was it seen as foul language as it is construed to be. I initiated contact for emergency assistance on 7/8/2015 to [redacted]. He indicated would get taken care of. Office person called me late Friday afternoons the 10th. I did not initiate that call late Friday and have phone records to prove. Then  [redacted] called me back threatening me with not honoring warranty because I said "[redacted]" to receptionist. He also indicated he was owner of Company.In the above respects the response is not accurate as it is stated in such a way that I was initiator of call on Friday when I, in fact, initiated call  earlier in the week and got no call back until late Friday.The use of foul language is also stated in such a way, in my opinion, as to make me look like a vile person. That is offensive to me.I eventually got action, not because of [redacted] or Receptionist, but because I followed up and called Headquarters for Suntrek and they in turned had [redacted] contact me. She was very pleasant and arranged to send out crew to get leak resolved the next day. I do appreciate [redacted] getting i**o**ed but the facts are not all correct. The issue should have been dealt with the previous week when [redacted] was called for emergency situation and did not respond until late Friday when Recepionist called and told me nothing could be done until at least the next Friday.
Regards,
[redacted]

Dear [redacted]:  This e-mail is in response to [redacted]'s complaint made on 714/15, ID #[redacted].  7/10/15: Our Las Vegas office ([redacted], receptionist) received a call requesting service for a leaking pool thermal system located at [redacted] Dr. **, ** 89145-[redacted]...

[redacted] HOA. Unfortunately, we were not able to immediately service the system that day, do to the time/date of the request (Friday @ 4:30p) Our first available appointment wasn't until 7/17/15 but we managed to squeeze him in on the 14th. 7/13/15: I ([redacted], Branch Manager) called Mr. [redacted] and offered my sincerest apology for the delay of service and assured him that we would honor his warranty and make the necessary repairs to his system the very next day (7/14/15) Mr. [redacted] also apologized for using foul language and cleared our crews for access. Please see the attached work order confirming our warrantied service completed on 7/14/15. In closing, Suntrek Solar has served Las Vegas for over 20 Years with over 7,000 customers without one Revdex.com complaint, this is something we take great pride in.  We are very serious when it comes to our client’s satisfaction and have a zero tolerance policy in this respect. If you have any questions or require additional information, please contact me. Sunny Regards, [redacted]702-362-3611 Office702-362-3313 Faxa[redacted]@suntreksola...⇄

Review: Approx. 4 months ago spent about $7000. on pool solar heating unit. Have 15 year Warrantee. Had Major water leak in unit which is on roof of 6 unit condo home in gated HOA Community. Called [redacted] and told of emergency issue. Said on day of incident would get someone out right away(July 8th). Major water leak and emphasized emergency. Advised us to shut off which we did and closed pool for day. Did not hear back from [redacted] secretary until late Friday PM. She stated was not aware of problem but was asked to call to find out. Told her emergency but said couldn't get out anyone until July 17th at the earliest. I told her we needed help ASAP. She said cannot do. I told that help must get their [redacted] there soon or up to 6 unit owners could sue for damages. She hung up on me. Then [redacted] called and threatened not to service under warranty at all because I said [redacted]. I asked to speak to owner and he stated he was the owner and condo owners could sue Suntrek. He then hung up..Desired Settlement: Apology for threat on Warranty and to complete work ASAP. Also, because of failure to service on emergency basis Mr. [redacted], stated owner of Suntrek, should be responsible for any damage sustained by failure to respond to emergency situation in a timely manner

Business

Response:

Dear [redacted]: