Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** On behalf of my mother, I would like to dispute the charge
of $for the reasons detailed in this letterOn February 17, 2016, my
year old Mom, Mrs*** *** called Kane Plumbing because her heat pump was
not workingMrs*** asked the company if they repaired or replaced heat
pumpsThe Kane representative told her they did both, they called her back to
let her know they could send someone out the next morning to look at the unit
The tech, MrCecil L***, came out to her home on 2/18/16, during their
initial discussion he told Mrs*** it would be much cheaper to repair the
unit, so she decided to go with the repairMrL*** started to trouble shoot
and hours later he came back into the house to check the thermostatWhile he
and Mrs*** were chatting he was about to tell her a joke, but said he
didn't want to waste her timeMrs*** said that's fine she would listen;
MrL*** said "ok you're paying for it''That's when Mrs*** asked
him how much it was and to her surprise he said the fee was $an hourNo
rates had been discussed prior to this conversationMrs*** expressed her
concern to MrL*** about the high dollar amount, and told him if she had
known it was that much she would have never hired himMrL*** told her the
repair would still be much cheaper than replacing the unitShe told him she
didn't want to waste her money if he could not fix the unitHe assured her he
could repair the unitShe told him ok go ahead and repair itMrL***
continued to trouble shoot for more hours then told Mrs*** he would
return the next day to finish the jobThe next day, Friday morning MrL***
called Mrs*** and said after talking with someone he was advised not to
repair the heat pumpWhat he said he was going to do to repair the heat pump,
he didn't think would workThe unit would need to be replacedHe told her she
would not be charged the $904.00, if she replaced the unit for the cost of
$9,Mrs*** said she couldn't afford that priceAfter I heard about
the repair attempt and charges, I went to Kane Plumbing on 2/25/16, and talked
to MrL***I asked for a detail copy of the work he performed, he told me he
hadn't written it down yetHe said he could get us the detailed document the
next dayI asked for a copy of the work order my mom had signed (copy is
enclosed)MrL*** explained all the trouble shooting he performed for
hours trying to figure out what was causing the problemAfter exhausting
numerous options he told me he decided to place a gauge on the unit that was
used for testing the refrigerant and that's when he determined there was a
refrigerant leakComplaints and discrepancies for work order and invoice#***
• On 2/18/16, MrL*** did not leave any paper work with Mrs*** for the
service he performed• On 2/25/16, I her daughter *** ***, visited
MrL*** at Kane Plumbing to get a detail copy of the work he performedMr
L*** did not have any written documentation of the work performedHe verbally
explained to me what he did• MrL*** entered the crawl space that was the
furthest route to the unit and that access door had hardly ever been opened•
The use of the refrigeration gauges were MrL***'s last result to trouble
shoot the problemI don't understand why this test would not have been one of
his first choicesThe work order has no date or customer initial on the start
time• Mrs*** says the stop time on the work order was altered from 3:
to 3:• The trip and labor charges were written in pencil and Mrs***
states there were no amounts filled in when she signed or initialed the work
order• Charge of $an hour, is not the amount Mrs*** was toldThis
hourly rate is much higher than other companies I contacted to compare their
rates• During their initial conversation Mrs*** told MrL*** the date
the unit was installed, he was aware of the age of the unit• Mrs***
called Kane Plumbing on Saturday, 2/19/16, because she tried to tum on the fan
to her unit but it was no longer workingSomeone from Kane came out to her home
that day and turned a breaker back onMrL*** did not return to finish the
job and the breaker located in the crawl space was still turned off and wires
on the outside unit were left exposed (picture enclosed)• MrL*** told me
he would provide Mrs*** a detail copy of his work by 2/26/The invoice
is dated 3/2/16, and Mrs*** did not receive the invoice in her mailbox
until 3/9/The invoice due date is 3/2/• Mrs*** and I made attempts
to ask MrL*** to reconsider his charges and told him how dissatisfied we
were with the way the service call was handledMrL*** gave no consideration
to our concerns and was not helpful with resolving any of the issues we
discussedI feel Mrl***'s repair method was very misleading and the job was
not completed to satisfaction or as promisedI would like to ask that the
$charge be waived or reduced to more reasonable and customary amountTo
date the invoice enclosed has not been paid, please contact me by email or at
the phone number listed below to advise the best way to handle this disputed
bill
Dear Mrs. [redacted]: While there are reasons I have not
responded to your letter of March 18, 2016, I will not site them as they relate
to personal and not the business of Kane Plumbing Co., Inc. During your office
visit to me I asked you if your mother is responsible for her own affairs when
you...
stated .she didn't know what she was doing when signing and initialing the
Kane work authorization. You stated she is. As you did not place the call for
Kane Plumbing to come on site, nor were you there during the performance of
work, your description of what occurred on site is hearsay. If Mrs. [redacted]
wishes to direct such to Kane as to what occurred on site in a document under
her signature, it will be addressed in due course. Kane's agency is with and to
her, not you. That being covered, I will respond to some items in your
communication and you with regard to your office visit. My response to these
will not change regardless. While it is quite true I had not written anything
with regard to the service performed when you came in, you did not give the
reason and explanation I gave you for this. To refresh your memory, I did not
have the description for February 18 written as I initially was planning to
return the following morning. The reason for not returning is stated in our
billing invoice. During a phone conversation with Mrs. [redacted] Friday morning
February 19 I offered to forgive February 18 in exchange for the authorization
to replace the system. I had no communication from her with regard to this
before your office visit and consequently had not prepared it. The other item
to cover is the state of the equipment as left February 18. The pull disconnect
was left as shown to prevent line voltage supply to the unit. Again, I
initially expected to return the next morning which would give reason to not
have concern to replace the access panel on the unit Thursday as access would
have to occur Friday. Per Kane's write up of the problem initiating the service
call, the unit has not been operational since at least Christmas (your copy and
notation highlighted); there would be no consequence to having the cover off.
The service disconnect to the air handler in the crawl space was turned off
during work Thursday. Leaving the disconnect off was an oversight when leaving
Thursday which we were happy to correct Saturday after receiving a call from
our answering service. Had the issue of replacing the cover been dddressed to
us in the aftermath, we would have returned to replace it just as we responded
Saturday February 20. As Kane Plumbing has received two other mailings from
other entities, this will be forwarded to those entities as well. Submitted by,
Cecil L[redacted] Cc: Revdex.com
Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** On behalf of my mother, I would like to dispute the charge
of $for the reasons detailed in this letterOn February 17, 2016, my
year old Mom, Mrs*** *** called Kane Plumbing because her heat pump was
not workingMrs*** asked the company if they repaired or replaced heat
pumpsThe Kane representative told her they did both, they called her back to
let her know they could send someone out the next morning to look at the unit
The tech, MrCecil L***, came out to her home on 2/18/16, during their
initial discussion he told Mrs*** it would be much cheaper to repair the
unit, so she decided to go with the repairMrL*** started to trouble shoot
and hours later he came back into the house to check the thermostatWhile he
and Mrs*** were chatting he was about to tell her a joke, but said he
didn't want to waste her timeMrs*** said that's fine she would listen;
MrL*** said "ok you're paying for it''That's when Mrs*** asked
him how much it was and to her surprise he said the fee was $an hourNo
rates had been discussed prior to this conversationMrs*** expressed her
concern to MrL*** about the high dollar amount, and told him if she had
known it was that much she would have never hired himMrL*** told her the
repair would still be much cheaper than replacing the unitShe told him she
didn't want to waste her money if he could not fix the unitHe assured her he
could repair the unitShe told him ok go ahead and repair itMrL***
continued to trouble shoot for more hours then told Mrs*** he would
return the next day to finish the jobThe next day, Friday morning MrL***
called Mrs*** and said after talking with someone he was advised not to
repair the heat pumpWhat he said he was going to do to repair the heat pump,
he didn't think would workThe unit would need to be replacedHe told her she
would not be charged the $904.00, if she replaced the unit for the cost of
$9,Mrs*** said she couldn't afford that priceAfter I heard about
the repair attempt and charges, I went to Kane Plumbing on 2/25/16, and talked
to MrL***I asked for a detail copy of the work he performed, he told me he
hadn't written it down yetHe said he could get us the detailed document the
next dayI asked for a copy of the work order my mom had signed (copy is
enclosed)MrL*** explained all the trouble shooting he performed for
hours trying to figure out what was causing the problemAfter exhausting
numerous options he told me he decided to place a gauge on the unit that was
used for testing the refrigerant and that's when he determined there was a
refrigerant leakComplaints and discrepancies for work order and invoice#***
• On 2/18/16, MrL*** did not leave any paper work with Mrs*** for the
service he performed• On 2/25/16, I her daughter *** ***, visited
MrL*** at Kane Plumbing to get a detail copy of the work he performedMr
L*** did not have any written documentation of the work performedHe verbally
explained to me what he did• MrL*** entered the crawl space that was the
furthest route to the unit and that access door had hardly ever been opened•
The use of the refrigeration gauges were MrL***'s last result to trouble
shoot the problemI don't understand why this test would not have been one of
his first choicesThe work order has no date or customer initial on the start
time• Mrs*** says the stop time on the work order was altered from 3:
to 3:• The trip and labor charges were written in pencil and Mrs***
states there were no amounts filled in when she signed or initialed the work
order• Charge of $an hour, is not the amount Mrs*** was toldThis
hourly rate is much higher than other companies I contacted to compare their
rates• During their initial conversation Mrs*** told MrL*** the date
the unit was installed, he was aware of the age of the unit• Mrs***
called Kane Plumbing on Saturday, 2/19/16, because she tried to tum on the fan
to her unit but it was no longer workingSomeone from Kane came out to her home
that day and turned a breaker back onMrL*** did not return to finish the
job and the breaker located in the crawl space was still turned off and wires
on the outside unit were left exposed (picture enclosed)• MrL*** told me
he would provide Mrs*** a detail copy of his work by 2/26/The invoice
is dated 3/2/16, and Mrs*** did not receive the invoice in her mailbox
until 3/9/The invoice due date is 3/2/• Mrs*** and I made attempts
to ask MrL*** to reconsider his charges and told him how dissatisfied we
were with the way the service call was handledMrL*** gave no consideration
to our concerns and was not helpful with resolving any of the issues we
discussedI feel Mrl***'s repair method was very misleading and the job was
not completed to satisfaction or as promisedI would like to ask that the
$charge be waived or reduced to more reasonable and customary amountTo
date the invoice enclosed has not been paid, please contact me by email or at
the phone number listed below to advise the best way to handle this disputed
bill
Dear Mrs. [redacted]: While there are reasons I have not
responded to your letter of March 18, 2016, I will not site them as they relate
to personal and not the business of Kane Plumbing Co., Inc. During your office
visit to me I asked you if your mother is responsible for her own affairs when
you...
stated .she didn't know what she was doing when signing and initialing the
Kane work authorization. You stated she is. As you did not place the call for
Kane Plumbing to come on site, nor were you there during the performance of
work, your description of what occurred on site is hearsay. If Mrs. [redacted]
wishes to direct such to Kane as to what occurred on site in a document under
her signature, it will be addressed in due course. Kane's agency is with and to
her, not you. That being covered, I will respond to some items in your
communication and you with regard to your office visit. My response to these
will not change regardless. While it is quite true I had not written anything
with regard to the service performed when you came in, you did not give the
reason and explanation I gave you for this. To refresh your memory, I did not
have the description for February 18 written as I initially was planning to
return the following morning. The reason for not returning is stated in our
billing invoice. During a phone conversation with Mrs. [redacted] Friday morning
February 19 I offered to forgive February 18 in exchange for the authorization
to replace the system. I had no communication from her with regard to this
before your office visit and consequently had not prepared it. The other item
to cover is the state of the equipment as left February 18. The pull disconnect
was left as shown to prevent line voltage supply to the unit. Again, I
initially expected to return the next morning which would give reason to not
have concern to replace the access panel on the unit Thursday as access would
have to occur Friday. Per Kane's write up of the problem initiating the service
call, the unit has not been operational since at least Christmas (your copy and
notation highlighted); there would be no consequence to having the cover off.
The service disconnect to the air handler in the crawl space was turned off
during work Thursday. Leaving the disconnect off was an oversight when leaving
Thursday which we were happy to correct Saturday after receiving a call from
our answering service. Had the issue of replacing the cover been dddressed to
us in the aftermath, we would have returned to replace it just as we responded
Saturday February 20. As Kane Plumbing has received two other mailings from
other entities, this will be forwarded to those entities as well. Submitted by,
Cecil L[redacted] Cc: Revdex.com