Initial Business Response / [redacted] (1000, 5, 2014/02/24) */ Thank you for writing your concerns and I apologize we did not perform to your satisfactionWhen we investigated claims of damage caused by our techs we found only minor scuffs that are very hard to see and could have been from shipping and handling of the productsConcerning the shut off valves it is our policy to install one at each point of useThe codes are minimum requirements but we always try to do above minimum quality workWe have found that if an emergency situation occurs and water is spraying it is much quicker and easier for the homeowner to find the shutoff at the point of useIf you do not like the convenience of the valves at the point of use we would be glad to remove them and refund you the amount paid for themAnother option would be to refund and leave the valves in placePlease advise which option you preferThe total charged for the stops is $with an additional $satisfaction allotment for a total refund of $ Final Consumer Response / [redacted] (3000, 7, 2014/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I first of all want to thank the Revdex.com for intervening in this case, as in months of e-mails and phone calls; True Tech Home Services did not see fit to offer anything, not even an apologyThey certainly don't make an effort to be responsive to valid complaints about their performance I stand by every single statement in my original complaint As far as the totally unnecessary installation of sink shut offs, the TTHS plumber did not say these were optional featuresHe told me point blank that they were required by code, and he could not do any work on the sinks unless all shut offs were installed under the sink, despite having a Manabloc for every single water line in the houseNot knowing the current relevant plumbing codes, I allowed him to proceed with the work that he claimed was mandatoryIt was only after contacting the plumbing inspector from Oklahoma City, Midwest City, and Choctaw that I discovered that he totally lied about this requirement As far as the convenience factor of having a shut off at the sink, that is not trueIf he thinks it is easy for a senior citizen to stoop down on my arthritic knees to reach a shut off, and then to get some assistance to get up again, he is wrongIt is much easier for me to go to the Manabloc and turn a knob that is at eye level to shut off a water line As far as TTHS statement that the scratches in the vanity were caused by shipping and handling, that is totally falseThe vanity and tub surround were delivered and professionally installed by Topco Cabinets and Counters of Oklahoma CityWhen Topco completed installation, the vanity and tub surround were immaculateNo other tradesman had been in that bathroom from the time Topco left, and TTHS arrivedSince there were no faucets or toilet in that guest bathroom, it was totally unusable, so there had been no activity thereThe scratches were either the result of the tooth fairy, or TTHS As TTHS described the scratches as only "minor scuffs", please note from my earlier complaint that it took the technician from the manufacturer over hours with a powered buffing machine to take out all of the scratches in the vanityPlease also note from my earlier statement that the gauge in the tub surround was so deep that the technician determined that it would require a patch and fill operation that tends to not last very wellI would certainly not describe these scratches and gauges as "minor scuffs" TTHS will never set foot in my house againAt this point, I don't think satisfaction is a considerationI just want to be done with this and put it all behind me as one bad memoryI therefore will accept TTHS's offer of $ Final Business Response / [redacted] (4000, 9, 2014/03/05) */ Based on the fact that [redacted] did not accept our response we are willing to provide an extra $settlement for the hassle of dealing with the problems describedIf the complainant accepts the response we will issue the total refund of $Please advise
Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ We have only done a plumbing job for this customerWe have no invoice or payment for any electrical workWe cannot be responsible for illegal side work that our employees may have doneWe would be glad to come out and quote a price to do the work
Initial Business Response /* (1000, 5, 2015/06/12) */
The repair is finishedShe had a Navien change out and the remote she had with the first one was not under warranty, *** explained this to her and told her that she had to pay for a new one if she wanted itShe has called and said
there was an issue with the tank not heating so we sent out our Tech and he repaired everything and said the new tanks do not come with remotesThis is a product change and warranty issue with Navien, not with True Tech
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have multiple emails from True Tech stating that they have ordered the remote and are waiting for it to arriveIt is not just a remote but is what keeps the water circulatingMy system was working properly before they came and determined where the leak was after visitsIt is true that there was not a problem with the remote but because the tank had to be changed to a new model under warranty, my previous remote does not work with the new system they installedThe tech told me it would be ordered and installed because it is the only way for the circulation timer to work
Initial Business Response /* (1000, 5, 2014/10/17) */
True Tech did have a contest for a new furnaceThat furnace was awarded and *** did not winOur website was not being managed for a few years until just recently we hired a new company to completely rebuild itThat is why no
information was updatedThe $refund request is not valid because *** did not winThe office has all the information for the contestXXX-XXX-XXXXAs a member of the Revdex.com we always try to compromise so our offer is a $refund
Initial Consumer Rebuttal /* (2000, 7, 2014/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the response because a $refund is better than nothing...which is frankly what we expectedHonestly, I think $1,would be more appropriate, but I guess we'll take whatever they'll give to help us get out from under this mess
Final Business Response /* (4000, 19, 2015/07/13) */
We can send you a $check
Final Consumer Response /* (2000, 21, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We already received the refund checkThank you
Initial Business Response /* (1000, 5, 2015/06/26) */
We apologize for the bad experience with our company. After researching we could not find an item billed 3 times. Please send us the invoice and statement showing the billing error in question.
Initial Consumer Rebuttal /*...
(3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On invoice with description of: date-01-21-2015, DS# XXXXXX, TECH- [redacted] is listed the following item of:
AMTS2160075 Lennox replacement bulbs......$ 371.00
AMTS2160075 Kit for PCO-16-28.............$ 371.00
AMTS2160075 Air purification..............$ 371.00
re: included in the kit is all parts except 2 UV bulbs and they have been included in the amount too. I can reference these "online" for further clarity. True Tech is not breaking out the costs. It is a bundled cost of $371.00. And it is charged to me three times.
They have offered no proof of over-billing. True Tech is stalling because a breakdown exposes the identity of all the amount. I do not see any effort to cooperate with my complaint at all.
Also: on the accompanying Heating TUNEUP document of the same id is the following notations by [redacted] under RECOMMENDATIONS:
UV lights 4 bulbs @ PCO16-28 $239.00 each = $956.00
Final Business Response /* (4000, 9, 2015/06/30) */
The invoice was written wrong. These are the proper codes and charge.
ABIS111 - Replace 5mfd Blower Cap $124
AMTS214 - Replacement Bulbs and Kit for UV $993
The required work by the inspector was for work done by an unlicensed person Mr. [redacted] hired. We have agreed to help with greatly reduced pricing. We even further discounted the price per our last response and compromise. We are willing to go one step further and offer another $50 off.
Initial Business Response /* (1000, 5, 2014/07/30) */
True Tech did not install this unit and we are not Lennox dealers. The home owner purchased this house just in the past 6 months. We went out at the beginning of summer because her ac was not cooling and we were the company that had...
inspected it in April. The tech did not check the refrigerant level at this time because it was too cold to do so. Because we care a great deal about customer service we sent a tech out at no charge in June when she was having issues. In June He added about a pound of refrigerant which would cost $159 before doing a leak search at no charge. A couple weeks later he did the leak search and found some issues in which the realtor himself paid for the repairs. At this point the homeowner has paid nothing. On July 26th she called and asked to have a tech come out because she had no power to the ac unit we told her that I would only charge her the 89 tvl fee and that is a discount of $100 for no reason at all. At the time of service the tech diagnosed the problem as a bad thermostat. The customer had refused to pay for us to install a new thermostat so the technician left. When they called us back at 9:30pm we spoke with the homeowner who said they were still having issues with the thermostat that they tried to install. We let him know at this time there would be another charge for travel since he refused service earlier and he agreed to pay. This emergency call was also discounted $100. We are not responsible for a homeowner trying to make their own repairs. We have given several hundred dollars in discounts already without any reason to do such. No further discount should apply.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would just like Tru Tech to know that [redacted] is the tech who did the inspect/repair for the sale of the house. The information that was discussed with the previous homeowner and himself about not doing the leak check because it was to cold, was NEVER disclosed to us. The realtor felt the need to pay for the repair because Tru Tech never disclosed this information to him either and he felt bad for them witholding that information knowing the house was being sold to us. As for us refusing to let Dustin install our thermostat, that is absolutely false. He insisted that my husband do the work himself because it was that simple and would save us a few hundred dollars. He blaintenly stated there is no reason we can't do it ourselves, then showed my husbamd what to do. The most important part [redacted] failed to tell me or my husband is that you have to re-do the wires if you buy something other than Lennox, HOWEVER, [redacted] stated "all I'm gonna do is go to Lowes and buy what they have because I don't carry thermostats with me." Obviously, again, they withheld important information. I don't care that it was discounted. You are the absolute most shady company I have ever encountered. I work at Tinker AFB and will make sure everyone knows to steer clear of your company.
Final Business Response /* (4000, 9, 2014/08/06) */
It does seem that there is a misunderstanding by the Homeowner, Realtor and True Tech. It does not look like the Homeowner will be flexible in the situation therefore True Tech will have to be the one to settle the case. True Tech agrees to refund the $89 as requested and without compromise if the Homeowner accepts the response as settled.
Initial Business Response /* (1000, 5, 2014/02/24) */
Thank you for writing your concerns and I apologize we did not perform to your satisfaction. When we investigated claims of damage caused by our techs we found only minor scuffs that are very hard to see and could have been from shipping...
and handling of the products. Concerning the 4 shut off valves it is our policy to install one at each point of use. The codes are minimum requirements but we always try to do above minimum quality work. We have found that if an emergency situation occurs and water is spraying it is much quicker and easier for the homeowner to find the shutoff at the point of use. If you do not like the convenience of the valves at the point of use we would be glad to remove them and refund you the amount paid for them. Another option would be to refund and leave the valves in place. Please advise which option you prefer. The total charged for the 4 stops is $280 with an additional $50 satisfaction allotment for a total refund of $330.
Final Consumer Response /* (3000, 7, 2014/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I first of all want to thank the Revdex.com for intervening in this case, as in 3 months of e-mails and phone calls; True Tech Home Services did not see fit to offer anything, not even an apology. They certainly don't make an effort to be responsive to valid complaints about their performance.
I stand by every single statement in my original complaint.
As far as the totally unnecessary installation of 4 sink shut offs, the TTHS plumber did not say these were optional features. He told me point blank that they were required by code, and he could not do any work on the sinks unless all 4 shut offs were installed under the sink, despite having a Manabloc for every single water line in the house. Not knowing the current relevant plumbing codes, I allowed him to proceed with the work that he claimed was mandatory. It was only after contacting the plumbing inspector from Oklahoma City, Midwest City, and Choctaw that I discovered that he totally lied about this requirement.
As far as the convenience factor of having a shut off at the sink, that is not true. If he thinks it is easy for a senior citizen to stoop down on my arthritic knees to reach a shut off, and then to get some assistance to get up again, he is wrong. It is much easier for me to go to the Manabloc and turn a knob that is at eye level to shut off a water line.
As far as TTHS statement that the scratches in the vanity were caused by shipping and handling, that is totally false. The vanity and tub surround were delivered and professionally installed by Topco Cabinets and Counters of Oklahoma City. When Topco completed installation, the vanity and tub surround were immaculate. No other tradesman had been in that bathroom from the time Topco left, and TTHS arrived. Since there were no faucets or toilet in that guest bathroom, it was totally unusable, so there had been no activity there. The scratches were either the result of the tooth fairy, or TTHS.
As TTHS described the scratches as only "minor scuffs", please note from my earlier complaint that it took the technician from the manufacturer over 2 hours with a powered buffing machine to take out all of the scratches in the vanity. Please also note from my earlier statement that the gauge in the tub surround was so deep that the technician determined that it would require a patch and fill operation that tends to not last very well. I would certainly not describe these scratches and gauges as "minor scuffs"
TTHS will never set foot in my house again. At this point, I don't think satisfaction is a consideration. I just want to be done with this and put it all behind me as one bad memory. I therefore will accept TTHS's offer of $330.
Final Business Response /* (4000, 9, 2014/03/05) */
Based on the fact that [redacted] did not accept our response we are willing to provide an extra $200 settlement for the hassle of dealing with the problems described. If the complainant accepts the response we will issue the total refund of $530. Please advise
Initial Business Response /* (1000, 9, 2016/02/05) */
We understand the customers complaint and this situation was handled immediately. The customers account was closed, we also had Affiliated Acceptance remove any late fees that the customer incurred with his check that was returned. He was...
only responsible for the one time payment in December which was returned. I spoke personally with the credit department at Affiliated Acceptance where the billing for our company goes through and they have assured me nothing has gone on to the customers credit report. We apologize for this situation and did not know the technician did not fill out the contract correctly.
Initial Business Response /* (1000, 5, 2015/04/28) */
We have only done a plumbing job for this customer. We have no invoice or payment for any electrical work. We cannot be responsible for illegal side work that our employees may have done. We would be glad to come out and quote a price to...
This is an amazing, family oriented company who takes your needs in to consideration first. We have had to use them for very inconvenient plumbing issues a few times and they were out as fast as possible and had things working like new, in no time. The prices are extremely good and they have a lifetime warranty on their work. I don't know why anyone would use and other company. We are true tech users for life.
Initial Business Response /* (1000, 5, 2014/01/24) */
Call taken around 5:45pm 12/6/13 by [redacted]
This was on a day that had very hazardous road conditions and our availability was after 7pm. Our emergency dispatch fee is $189. This was covered and explained to the client that after an...
evaluation the technician would provide a guaranteed price for the repairs. Our script for incoming calls states this and it is strictly followed. The witness to this call was [redacted].
[redacted] arrived at clients house at 8:00pm, As he greeted the client he explained that the $189 dispatch fee covered his arrival and evaluation of the job. This is our standard procedure we follow on every call. The client agreed and after the evaluation [redacted] presented the price to complete the job. Our regular price for this job is over $400 and [redacted] reduced this to only $104. In addition to this discount [redacted] also gave a $20 discount bringing the total to $273. The client was presented the price on our standard agreement form and the client signed the authorization to complete work right next to the listed price for the job. [redacted] completed the job, cleaned up, tested the system and presented the invoice for payment. Client provided credit card and signed in the acceptance of work section.
Around the first of January the client called to see
if she could be refunded and [redacted] told her he would check with management and get back with her. [redacted] called client back the next day to let her know that there was no valid reason for a refund and the client started yelling and then hung up.
The client came in to the office Jan. 15th to ask for a refund. [redacted] told him that he would
have to talk with management and get back with him once again.
[redacted] called back Jan. 21st to let them know that we would not be issuing a refund and the client started yelling again.
All of our documentation shows that all proper procedures were followed and furthermore the client received a great deal for the amount paid especially on an emergency call with hazardous conditions. We did not find a way to attach the invoice with the signatures in our response but it is available at your request. Our compromise in this case would be a $50 refund to client to resolve the matter. Please advise if this is accepted.
Complaint: [redacted]
I am rejecting this response because:it is lacking in facts and the truth. The job has been abandoned because they refuse to honor their bid on the job they were hired to do.
Sincerely,
[redacted]
Initial Business Response / [redacted] (1000, 5, 2014/02/24) */ Thank you for writing your concerns and I apologize we did not perform to your satisfactionWhen we investigated claims of damage caused by our techs we found only minor scuffs that are very hard to see and could have been from shipping and handling of the productsConcerning the shut off valves it is our policy to install one at each point of useThe codes are minimum requirements but we always try to do above minimum quality workWe have found that if an emergency situation occurs and water is spraying it is much quicker and easier for the homeowner to find the shutoff at the point of useIf you do not like the convenience of the valves at the point of use we would be glad to remove them and refund you the amount paid for themAnother option would be to refund and leave the valves in placePlease advise which option you preferThe total charged for the stops is $with an additional $satisfaction allotment for a total refund of $ Final Consumer Response / [redacted] (3000, 7, 2014/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I first of all want to thank the Revdex.com for intervening in this case, as in months of e-mails and phone calls; True Tech Home Services did not see fit to offer anything, not even an apologyThey certainly don't make an effort to be responsive to valid complaints about their performance I stand by every single statement in my original complaint As far as the totally unnecessary installation of sink shut offs, the TTHS plumber did not say these were optional featuresHe told me point blank that they were required by code, and he could not do any work on the sinks unless all shut offs were installed under the sink, despite having a Manabloc for every single water line in the houseNot knowing the current relevant plumbing codes, I allowed him to proceed with the work that he claimed was mandatoryIt was only after contacting the plumbing inspector from Oklahoma City, Midwest City, and Choctaw that I discovered that he totally lied about this requirement As far as the convenience factor of having a shut off at the sink, that is not trueIf he thinks it is easy for a senior citizen to stoop down on my arthritic knees to reach a shut off, and then to get some assistance to get up again, he is wrongIt is much easier for me to go to the Manabloc and turn a knob that is at eye level to shut off a water line As far as TTHS statement that the scratches in the vanity were caused by shipping and handling, that is totally falseThe vanity and tub surround were delivered and professionally installed by Topco Cabinets and Counters of Oklahoma CityWhen Topco completed installation, the vanity and tub surround were immaculateNo other tradesman had been in that bathroom from the time Topco left, and TTHS arrivedSince there were no faucets or toilet in that guest bathroom, it was totally unusable, so there had been no activity thereThe scratches were either the result of the tooth fairy, or TTHS As TTHS described the scratches as only "minor scuffs", please note from my earlier complaint that it took the technician from the manufacturer over hours with a powered buffing machine to take out all of the scratches in the vanityPlease also note from my earlier statement that the gauge in the tub surround was so deep that the technician determined that it would require a patch and fill operation that tends to not last very wellI would certainly not describe these scratches and gauges as "minor scuffs" TTHS will never set foot in my house againAt this point, I don't think satisfaction is a considerationI just want to be done with this and put it all behind me as one bad memoryI therefore will accept TTHS's offer of $ Final Business Response / [redacted] (4000, 9, 2014/03/05) */ Based on the fact that [redacted] did not accept our response we are willing to provide an extra $settlement for the hassle of dealing with the problems describedIf the complainant accepts the response we will issue the total refund of $Please advise
Initial Business Response / [redacted] (1000, 5, 2015/04/28) */ We have only done a plumbing job for this customerWe have no invoice or payment for any electrical workWe cannot be responsible for illegal side work that our employees may have doneWe would be glad to come out and quote a price to do the work
Initial Business Response /* (1000, 5, 2015/06/12) */
The repair is finishedShe had a Navien change out and the remote she had with the first one was not under warranty, *** explained this to her and told her that she had to pay for a new one if she wanted itShe has called and said
there was an issue with the tank not heating so we sent out our Tech and he repaired everything and said the new tanks do not come with remotesThis is a product change and warranty issue with Navien, not with True Tech
Initial Consumer Rebuttal /* (3000, 7, 2015/06/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have multiple emails from True Tech stating that they have ordered the remote and are waiting for it to arriveIt is not just a remote but is what keeps the water circulatingMy system was working properly before they came and determined where the leak was after visitsIt is true that there was not a problem with the remote but because the tank had to be changed to a new model under warranty, my previous remote does not work with the new system they installedThe tech told me it would be ordered and installed because it is the only way for the circulation timer to work
Initial Business Response /* (1000, 5, 2014/10/17) */
True Tech did have a contest for a new furnaceThat furnace was awarded and *** did not winOur website was not being managed for a few years until just recently we hired a new company to completely rebuild itThat is why no
information was updatedThe $refund request is not valid because *** did not winThe office has all the information for the contestXXX-XXX-XXXXAs a member of the Revdex.com we always try to compromise so our offer is a $refund
Initial Consumer Rebuttal /* (2000, 7, 2014/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We accept the response because a $refund is better than nothing...which is frankly what we expectedHonestly, I think $1,would be more appropriate, but I guess we'll take whatever they'll give to help us get out from under this mess
Final Business Response /* (4000, 19, 2015/07/13) */
We can send you a $check
Final Consumer Response /* (2000, 21, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
We already received the refund checkThank you
unexplained invoiceNo breakdown between parts,labor,and trip charge
Initial Business Response /* (1000, 5, 2015/06/26) */
We apologize for the bad experience with our company. After researching we could not find an item billed 3 times. Please send us the invoice and statement showing the billing error in question.
Initial Consumer Rebuttal /*...
(3000, 7, 2015/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On invoice with description of: date-01-21-2015, DS# XXXXXX, TECH- [redacted] is listed the following item of:
AMTS2160075 Lennox replacement bulbs......$ 371.00
AMTS2160075 Kit for PCO-16-28.............$ 371.00
AMTS2160075 Air purification..............$ 371.00
re: included in the kit is all parts except 2 UV bulbs and they have been included in the amount too. I can reference these "online" for further clarity. True Tech is not breaking out the costs. It is a bundled cost of $371.00. And it is charged to me three times.
They have offered no proof of over-billing. True Tech is stalling because a breakdown exposes the identity of all the amount. I do not see any effort to cooperate with my complaint at all.
Also: on the accompanying Heating TUNEUP document of the same id is the following notations by [redacted] under RECOMMENDATIONS:
UV lights 4 bulbs @ PCO16-28 $239.00 each = $956.00
Final Business Response /* (4000, 9, 2015/06/30) */
The invoice was written wrong. These are the proper codes and charge.
ABIS111 - Replace 5mfd Blower Cap $124
AMTS214 - Replacement Bulbs and Kit for UV $993
Let us know if we can further assist.
The required work by the inspector was for work done by an unlicensed person Mr. [redacted] hired. We have agreed to help with greatly reduced pricing. We even further discounted the price per our last response and compromise. We are willing to go one step further and offer another $50 off.
Initial Business Response /* (1000, 5, 2014/07/30) */
True Tech did not install this unit and we are not Lennox dealers. The home owner purchased this house just in the past 6 months. We went out at the beginning of summer because her ac was not cooling and we were the company that had...
inspected it in April. The tech did not check the refrigerant level at this time because it was too cold to do so. Because we care a great deal about customer service we sent a tech out at no charge in June when she was having issues. In June He added about a pound of refrigerant which would cost $159 before doing a leak search at no charge. A couple weeks later he did the leak search and found some issues in which the realtor himself paid for the repairs. At this point the homeowner has paid nothing. On July 26th she called and asked to have a tech come out because she had no power to the ac unit we told her that I would only charge her the 89 tvl fee and that is a discount of $100 for no reason at all. At the time of service the tech diagnosed the problem as a bad thermostat. The customer had refused to pay for us to install a new thermostat so the technician left. When they called us back at 9:30pm we spoke with the homeowner who said they were still having issues with the thermostat that they tried to install. We let him know at this time there would be another charge for travel since he refused service earlier and he agreed to pay. This emergency call was also discounted $100. We are not responsible for a homeowner trying to make their own repairs. We have given several hundred dollars in discounts already without any reason to do such. No further discount should apply.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I would just like Tru Tech to know that [redacted] is the tech who did the inspect/repair for the sale of the house. The information that was discussed with the previous homeowner and himself about not doing the leak check because it was to cold, was NEVER disclosed to us. The realtor felt the need to pay for the repair because Tru Tech never disclosed this information to him either and he felt bad for them witholding that information knowing the house was being sold to us. As for us refusing to let Dustin install our thermostat, that is absolutely false. He insisted that my husband do the work himself because it was that simple and would save us a few hundred dollars. He blaintenly stated there is no reason we can't do it ourselves, then showed my husbamd what to do. The most important part [redacted] failed to tell me or my husband is that you have to re-do the wires if you buy something other than Lennox, HOWEVER, [redacted] stated "all I'm gonna do is go to Lowes and buy what they have because I don't carry thermostats with me." Obviously, again, they withheld important information. I don't care that it was discounted. You are the absolute most shady company I have ever encountered. I work at Tinker AFB and will make sure everyone knows to steer clear of your company.
Final Business Response /* (4000, 9, 2014/08/06) */
It does seem that there is a misunderstanding by the Homeowner, Realtor and True Tech. It does not look like the Homeowner will be flexible in the situation therefore True Tech will have to be the one to settle the case. True Tech agrees to refund the $89 as requested and without compromise if the Homeowner accepts the response as settled.
Initial Business Response /* (1000, 5, 2014/02/24) */
Thank you for writing your concerns and I apologize we did not perform to your satisfaction. When we investigated claims of damage caused by our techs we found only minor scuffs that are very hard to see and could have been from shipping...
and handling of the products. Concerning the 4 shut off valves it is our policy to install one at each point of use. The codes are minimum requirements but we always try to do above minimum quality work. We have found that if an emergency situation occurs and water is spraying it is much quicker and easier for the homeowner to find the shutoff at the point of use. If you do not like the convenience of the valves at the point of use we would be glad to remove them and refund you the amount paid for them. Another option would be to refund and leave the valves in place. Please advise which option you prefer. The total charged for the 4 stops is $280 with an additional $50 satisfaction allotment for a total refund of $330.
Final Consumer Response /* (3000, 7, 2014/03/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I first of all want to thank the Revdex.com for intervening in this case, as in 3 months of e-mails and phone calls; True Tech Home Services did not see fit to offer anything, not even an apology. They certainly don't make an effort to be responsive to valid complaints about their performance.
I stand by every single statement in my original complaint.
As far as the totally unnecessary installation of 4 sink shut offs, the TTHS plumber did not say these were optional features. He told me point blank that they were required by code, and he could not do any work on the sinks unless all 4 shut offs were installed under the sink, despite having a Manabloc for every single water line in the house. Not knowing the current relevant plumbing codes, I allowed him to proceed with the work that he claimed was mandatory. It was only after contacting the plumbing inspector from Oklahoma City, Midwest City, and Choctaw that I discovered that he totally lied about this requirement.
As far as the convenience factor of having a shut off at the sink, that is not true. If he thinks it is easy for a senior citizen to stoop down on my arthritic knees to reach a shut off, and then to get some assistance to get up again, he is wrong. It is much easier for me to go to the Manabloc and turn a knob that is at eye level to shut off a water line.
As far as TTHS statement that the scratches in the vanity were caused by shipping and handling, that is totally false. The vanity and tub surround were delivered and professionally installed by Topco Cabinets and Counters of Oklahoma City. When Topco completed installation, the vanity and tub surround were immaculate. No other tradesman had been in that bathroom from the time Topco left, and TTHS arrived. Since there were no faucets or toilet in that guest bathroom, it was totally unusable, so there had been no activity there. The scratches were either the result of the tooth fairy, or TTHS.
As TTHS described the scratches as only "minor scuffs", please note from my earlier complaint that it took the technician from the manufacturer over 2 hours with a powered buffing machine to take out all of the scratches in the vanity. Please also note from my earlier statement that the gauge in the tub surround was so deep that the technician determined that it would require a patch and fill operation that tends to not last very well. I would certainly not describe these scratches and gauges as "minor scuffs"
TTHS will never set foot in my house again. At this point, I don't think satisfaction is a consideration. I just want to be done with this and put it all behind me as one bad memory. I therefore will accept TTHS's offer of $330.
Final Business Response /* (4000, 9, 2014/03/05) */
Based on the fact that [redacted] did not accept our response we are willing to provide an extra $200 settlement for the hassle of dealing with the problems described. If the complainant accepts the response we will issue the total refund of $530. Please advise
Initial Business Response /* (1000, 9, 2016/02/05) */
We understand the customers complaint and this situation was handled immediately. The customers account was closed, we also had Affiliated Acceptance remove any late fees that the customer incurred with his check that was returned. He was...
only responsible for the one time payment in December which was returned. I spoke personally with the credit department at Affiliated Acceptance where the billing for our company goes through and they have assured me nothing has gone on to the customers credit report. We apologize for this situation and did not know the technician did not fill out the contract correctly.
Attached.
Initial Business Response /* (1000, 5, 2015/04/28) */
We have only done a plumbing job for this customer. We have no invoice or payment for any electrical work. We cannot be responsible for illegal side work that our employees may have done. We would be glad to come out and quote a price to...
do the work.
This is an amazing, family oriented company who takes your needs in to consideration first. We have had to use them for very inconvenient plumbing issues a few times and they were out as fast as possible and had things working like new, in no time. The prices are extremely good and they have a lifetime warranty on their work. I don't know why anyone would use and other company. We are true tech users for life.
Initial Business Response /* (1000, 5, 2014/01/24) */
Call taken around 5:45pm 12/6/13 by [redacted]
This was on a day that had very hazardous road conditions and our availability was after 7pm. Our emergency dispatch fee is $189. This was covered and explained to the client that after an...
evaluation the technician would provide a guaranteed price for the repairs. Our script for incoming calls states this and it is strictly followed. The witness to this call was [redacted].
[redacted] arrived at clients house at 8:00pm, As he greeted the client he explained that the $189 dispatch fee covered his arrival and evaluation of the job. This is our standard procedure we follow on every call. The client agreed and after the evaluation [redacted] presented the price to complete the job. Our regular price for this job is over $400 and [redacted] reduced this to only $104. In addition to this discount [redacted] also gave a $20 discount bringing the total to $273. The client was presented the price on our standard agreement form and the client signed the authorization to complete work right next to the listed price for the job. [redacted] completed the job, cleaned up, tested the system and presented the invoice for payment. Client provided credit card and signed in the acceptance of work section.
Around the first of January the client called to see
if she could be refunded and [redacted] told her he would check with management and get back with her. [redacted] called client back the next day to let her know that there was no valid reason for a refund and the client started yelling and then hung up.
The client came in to the office Jan. 15th to ask for a refund. [redacted] told him that he would
have to talk with management and get back with him once again.
[redacted] called back Jan. 21st to let them know that we would not be issuing a refund and the client started yelling again.
All of our documentation shows that all proper procedures were followed and furthermore the client received a great deal for the amount paid especially on an emergency call with hazardous conditions. We did not find a way to attach the invoice with the signatures in our response but it is available at your request. Our compromise in this case would be a $50 refund to client to resolve the matter. Please advise if this is accepted.
Complaint: [redacted]
I am rejecting this response because:it is lacking in facts and the truth. The job has been abandoned because they refuse to honor their bid on the job they were hired to do.
Sincerely,
[redacted]