Ultimate Comfort

We stand behind that all work was done in accordance with the attached contract and walk through provided at the beginning of the installation in AprilIf any member has any further concerns, please contact us directlyThank you

Complaint: ***
I am rejecting this response because Ultimate Comfort has taken this opportunity to misrepresent the facts.1) My phone has never been out of serviceI live in a remote area and phone service is not reliableIt told them this fact at the beginning of the relationship and told them that the best way to reach me was via email2) Ultimate comfort never "marked out" WHERE they would be putting holes in drywallWe did a walk through and discussed where the unit and piping would goEverything was generalized and not specificWhat was specific was the directive that the piping be HIDDENIt was notThis is a mistake on Ultimate Comfort's part.3) This damage has nothing to do with installing the unitThey made a mistake and it's obvious.Ultimate Comfort said that while putting in the unit they may cause some damageIf their very general contract item is to be honored it would mean that they could cause any amount of damage on a property, no matter of it related to the installation or notFrom the discussions it was clear that any damage would be minimal and NECESSARY for the repairThis damage was not.4) I provided a detailed explanation of the damage with images(see attached)I don't have before pics, but THEY MADE THE HOLE, so I'm sure they know that it existedI had it repaired asap as we were in the middle of a sellingI did not imagine that Ultimate Comfort would not take responsibility for their mistake.5) After reviewing my email I find the Ultimate Comfort asked ONCE when we could schedule a follow up inspectionThey never indicated that not doing so immediately would cause a permit to lapse or cause any type of time delayIt is my opinion that they chose this route to purposely have leverage over me at the time of sale.6) The "mitigating circumstance" that Ultimate Comfort refers to that kept me especially busy was my sister's diagnosis with Breast Cancer that happened mid AprilMy sister is very childlike in her behavior and was/is unable to navigate this situation by herselfI took on the roll of her caregiver and advocate that included hour trips for treatments that lasted hoursI informed Ultimate Comfort of our situation.7) Ultimate Comfort AGREED TO BE PAID OUT OF ESCROWYes, I pursued other avenues to attempt to get them paid soonerBut, the agreement was to be paid out of escrow and that happenedIt took longer than any of us wanted and Ultimate Comfort has seized upon that opportunity to cause delays, increase their bill, and not take responsibility for poor workmanship.8) Ultimate Comfort was offered numerous opportunities to take care of me as a client and they refusedThey were informed of the damage and later sent a detailed description that included photosI, the real estate agent, and the closing agent all reached out and asked for the to deduct the cost of fixing the drywallThey refusedWe were in the middle of closing and had to accept Ultimate Comfort's unfavorable demands to get Title Insurance and complete the saleThey knew this and took advantage instead of taking responsibility.9) They let the permit lapseIt seems that if their interest was in completing the job, at the very least they would have taken the few minutes to contact the city and keep the permit open so that scheduling would be a simple exerciseThey chose not to do thatThis lead to excessive delays in closing and almost lost destroyed the entire saleWe had to seek an extensionThis caused additional interest as the funds in escrow could not move without this final sign offThey caused they delay and the expense.10) The bottom line is that Ultimate Comfort made an agreement and did not honor itThey made mistakes and did not take responsibilityThey did not finish the job until forced to do soThey punitively increased their billing demandGiven the opportunity to rectify any situation, they refused. They do not deserve the Revdex.com seal
Sincerely,
*** ***

We stand behind that all work was done in accordance with the attached contract and walk through provided at the beginning of the installation in April. If any member has any further concerns, please contact us directly. Thank you.

Ultimate Comfort’s Response to the Desired Settlement Request by [redacted]: The Ductless Mini-Split Installation for Elkser Seraph LLC. A.K.A [redacted] was executed via signed contract on April 4th, 2017. Ms. [redacted] was a previous customer of our lead installer Sterling B[redacted].  Mr....

B[redacted] brought the project to our General Manager and lead salesman Ralph S[redacted] in March 2017, and together they worked with Ms. [redacted] to provide a quality install at her investment property at [redacted] in [redacted], **. The contract terms were to be paid via escrow, and Ultimate Comfort received all sale pending documents, showing that the home was in escrow with a buyer set to close at the end of April 2017. The contract executed by Mr. S[redacted] and Ms. [redacted] also excluded all dry wall repairs needed to be made once the new equipment was installed. The project began on April 10,2017, and was completed in the same day by Mr. B[redacted] and fellow lead installer Steve L[redacted]. At the beginning of the project, Mr. S[redacted] and Mr. B[redacted] walked the project with Ms. [redacted], agreeing and outlining the code requirements and install requirements for her project. Including, all dry wall cuts to the home, routing of refrigeration linesets, and locations of the indoor ductless equipment. Upon completion of the project, our company called and reached out to Ms. [redacted] to close out the project’s mechanical inspection, however found it to be extremely difficult to get in touch with Ms. [redacted] due to her phone no longer being in service at times and/ or her not taking or returning our phone calls. In May 2017, it was then brought to our attention that agreed upon escrow in April had fell through due to other unrelated extenuating circumstances. It was at this point, that Mr. S[redacted] and his office manager [redacted] began making attempts to contact Ms. [redacted] to arrange new payment arrangements to close out the balance due on the installation of work. On May 15th, 2017 Ms. [redacted] requested an extension via email through the end of May 2017 to make good on her balance due. In that email Ms. [redacted] agreed to go through a 3rd party financer offered by our company if she did not have a new offer by the end of May 2017. Ultimate Comfort continued to be understanding of Ms. [redacted] and all the trouble she was having to pay off the balance due.  From the date of installation until October 2017, Ms. [redacted] had never mentioned a repair or problem with the routing of the lineset, nor did she make any attempt to contact Ultimate Comfort to arrange access for the inspector. This Revdex.com complaint is the first time we have heard anything of interest paid by Ms. [redacted] while our team waited for the then expired permit to be reinstated with the City of [redacted] and called in for inspection. However, our team would have been happy to arrange this at any time during April 11th, 2017 and October 24th, 2017. In fact, on April 12th, 2017, Ms. [redacted] of Ultimate Comfort, emailed Ms. [redacted] about scheduling an inspection and Ms. [redacted] informed Ms. [redacted] that she would have to get back to her regarding a date. In Revdex.com complaint dated November 13th, 2017, Ms. [redacted] mentions a discrepancy with the lineset ran through the finished storage space, and has requested $500 in damage, however, Ms. [redacted] has not provided any proper or legal documentation that there was a loss to her due to the lineset rerouting or how it affected the value of the finished storage space. Furthermore, Ultimate Comfort would like to emphasize that the drywall hole that was cut by their install team, aside from being approved by Ms. [redacted] during the walk through at the beginning of the installation, was also observed as required to properly install the ductless mini-split system. Upon bringing this to Ultimate Comfort’s attention on October 24th, 2017, the Ultimate Comfort team asked Ms. [redacted] for before and after photo documentation, as well as, a proof of payment for the repair. Ms. [redacted] was unable to provide photos of the cut in hole, or a receipt for the repair made. All in all, Ultimate Comfort feels that due to the lack of communication by Ms. [redacted] and refusal to provide requested proof to all the issued complaints that this project has been completed by the Ultimate Comfort team in full. We believe that our team as been more than accommodating to Ms. [redacted], and that we have fully fulfilled our contract.  If anyone has any questions or concerns further of this complaint, a member of our management team would be happy to discuss the circumstances of this project.