Initial Business Response /* (1000, 8, 2015/07/18) */
We try to respect the requests as they are made and we try to fulfill them as soon as possible, In this case the home owner has been BELLIGERENT, RUDE and OBNOXIOUS, as we have tried to work it out, and get this resolved, we have told our
plumber not to fix it as she is using defamation of our company! and we are seeking legal action, as stated in her last sentences! we have been doing this for over yrs, we know what we are doing and have wealth of very satisfied customers
Initial Business Response /* (1000, 5, 2015/07/03) */
Service work is NOT included in the START-UP!
A start-up consists of:
Turn - on the water
Set the Vacuum breaker
Program the controller
Adjust heads
Check rain sensor
check for leaks
This was done both years, and as you stated in your...
letter 1 hour later there was a problem, That is service work! not start-up! Bingo start-up Done!!! Now you want us to come out and complete the job, (service work) which we did, and you complain about, BUT you wanted us to complete it! which we did, This is bogus and we will summit our papers for small claims court! for non-payment and advise other companies to stay away you!! Good Luck finding another company
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We really appreciate hearing what constitutes a start-up process and what a service call is. That type of communication at any point during this process would have been helpful. I don't believe we would be at this place of contention if the business openly communicated to us on any one of the phone calls, face to face calls what we should expect and what our choices were. Each time we called to share that the system wasn't functioning after start up procedure, it wasn't explained to us that a functioning system should not be expected as a part of start-up procedure and a service call was needed. Each time they would tell us they would come out and complete it/fix it, and each time we would call back and share that it still wasn't fixed. They would then come back, never explaining it was going to be an extra service call - 1st year it took 2 additional times on top of start-up and 2 additional invoices and it was finally fixed. Each time, we were told it was fixed. Each time, there was no mention the start-up included doing these things and anything additional even if the system wasn't functioning when they left was not included. This last instance, where the entire system was replaced, no communication on what it would take to "fix" the problem was presented to us. No discussion, no phone call or knock on the door because they were at our house did they to present choices of what would be needed to fix the system. There was no approval given by us to replace the system that would cost over $700. The only communication received was after the fact, after it was done and a bill was sent. There was a document left at the house and nowhere on the document did it state, we replaced your whole system. When my husband called after receiving the invoice, and expressed our surprise, frustration and disappointment. He asked why we weren't talked to about this before it happened and when he stopped to talk to you in the garage about how things were going? Jim couldn't or wouldn't answer but would only ask, what do you want done about it? We wanted our old system install and he said he would do that. My husband asked several times, you really have all of the parts and it will be put back to the condition it was in? Jim each time replied yes and confirmed he would be about the following Monday to put our old system back in. Jim stated each time on the phone that he would be out, he had our old parts and would be replacing it the following Monday. Imagine our surprise when they didn't come out the following Monday, no call or any contact to share that he wouldn't be out. He didn't have our old parts and he wasn't coming out to do the work he said he would on the phone. He just said that to get us off the phone hoping we would just go away and pay the bills. Again, no communication. Simple communication, a phone call could have solved this, but it wasn't. As a customer, I don't know this business, so simple communication and explanations would be expected on what it will take to fix and that wasn't provided.
Final Business Response /* (1000, 11, 2015/07/31) */
we have responded already, they wanted it fixed! we fixed it! now they are complaining
its clearly stated on your receipt!, about cancellationswe can't read it for you
Initial Business Response /* (1000, 8, 2015/07/18) */
We try to respect the requests as they are made and we try to fulfill them as soon as possible, In this case the home owner has been BELLIGERENT, RUDE and OBNOXIOUS, as we have tried to work it out, and get this resolved, we have told our
plumber not to fix it as she is using defamation of our company! and we are seeking legal action, as stated in her last sentences! we have been doing this for over yrs, we know what we are doing and have wealth of very satisfied customers
Initial Business Response /* (1000, 5, 2015/07/03) */
Service work is NOT included in the START-UP!
A start-up consists of:
Turn - on the water
Set the Vacuum breaker
Program the controller
Adjust heads
Check rain sensor
check for leaks
This was done both years, and as you stated in your...
letter 1 hour later there was a problem, That is service work! not start-up! Bingo start-up Done!!! Now you want us to come out and complete the job, (service work) which we did, and you complain about, BUT you wanted us to complete it! which we did, This is bogus and we will summit our papers for small claims court! for non-payment and advise other companies to stay away you!! Good Luck finding another company
Initial Consumer Rebuttal /* (3000, 7, 2015/07/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We really appreciate hearing what constitutes a start-up process and what a service call is. That type of communication at any point during this process would have been helpful. I don't believe we would be at this place of contention if the business openly communicated to us on any one of the phone calls, face to face calls what we should expect and what our choices were. Each time we called to share that the system wasn't functioning after start up procedure, it wasn't explained to us that a functioning system should not be expected as a part of start-up procedure and a service call was needed. Each time they would tell us they would come out and complete it/fix it, and each time we would call back and share that it still wasn't fixed. They would then come back, never explaining it was going to be an extra service call - 1st year it took 2 additional times on top of start-up and 2 additional invoices and it was finally fixed. Each time, we were told it was fixed. Each time, there was no mention the start-up included doing these things and anything additional even if the system wasn't functioning when they left was not included. This last instance, where the entire system was replaced, no communication on what it would take to "fix" the problem was presented to us. No discussion, no phone call or knock on the door because they were at our house did they to present choices of what would be needed to fix the system. There was no approval given by us to replace the system that would cost over $700. The only communication received was after the fact, after it was done and a bill was sent. There was a document left at the house and nowhere on the document did it state, we replaced your whole system. When my husband called after receiving the invoice, and expressed our surprise, frustration and disappointment. He asked why we weren't talked to about this before it happened and when he stopped to talk to you in the garage about how things were going? Jim couldn't or wouldn't answer but would only ask, what do you want done about it? We wanted our old system install and he said he would do that. My husband asked several times, you really have all of the parts and it will be put back to the condition it was in? Jim each time replied yes and confirmed he would be about the following Monday to put our old system back in. Jim stated each time on the phone that he would be out, he had our old parts and would be replacing it the following Monday. Imagine our surprise when they didn't come out the following Monday, no call or any contact to share that he wouldn't be out. He didn't have our old parts and he wasn't coming out to do the work he said he would on the phone. He just said that to get us off the phone hoping we would just go away and pay the bills. Again, no communication. Simple communication, a phone call could have solved this, but it wasn't. As a customer, I don't know this business, so simple communication and explanations would be expected on what it will take to fix and that wasn't provided.
Final Business Response /* (1000, 11, 2015/07/31) */
we have responded already, they wanted it fixed! we fixed it! now they are complaining