United Mowers Inc

To Whom It May Concern:Mr*** called us, originally, to get a second opinion because another company recommended that they replace the old system that they have in their home because it was not running properlyWe went to their home and, also, recommended that they replace the
entire system, as the old one in their home was not functioning properly and needed to be upgradedFrom our recommendation, they decided to, only, replace the condensing unitThere were some problems with the old furnace, which they chose not to replace as we originally recommendedAt that time, we switched out a TXV to the old furnaceAt one point our technician Michael had gone out and found the compressor to be in “open internal protection” so we met with the manufacture’s tech support to remedy the situation and then installed a brand new condenser for Mr. ***At that point, the unit that we installed was running well but he was still having issues with the old air handler that he had chosen not to replaceThe reason he was charged for the TXV was because it was a part that went to the old air handler and we honored the warranty on that for one yearWe feel as though we have provided excellent service to them and it is not our faults that the old air handler is not compatible with the new condenser that we installed

It states, very clearly, on the back of our contract that we are not responsible for any drywall repairsWe decided to help Mr*** out by writing him a check for $100.00, which is what he asked for a week and a half ago, to help out with the repair of his drywallWe have no control of how
large a unit is going to be and how much room they will take upWe are, however, responsible for keeping our clients nice and cool or warm depending on the time of year it isThe unit is working great for this household and that is the extent of our responsibilityI hope he can find some resolution for his drywall repair

so what there saying since the unit was not even measured to see if it would fit you just bring one out for and put it in a hole the unit that they brought it way bigger than what came out so they can just cut a huge hole in your wall and jam it in if it don't fit well then that's to bad they would not accept this if it was there house there's no real proof it works well yet it's only been on few weeks the filter vent is two inches to big plus the back of unit sticks out in hall way you can't even put a door on it now it's a mess it don't say on nil of sale if they destroy a wall the customer has to fix it if you damage it you should fix it there are numerous complaints on site describing same issue large hole left in wall I also have a hole where the thermostat was since they moved it they need to fix it and tell them not to have employees call the customer and tell them that your going to sue no one should be harassed by a employee this work should reduce their rating to a b if any it's not fair the customer pays in full then has to pay some one to fix all the damage it's a sad day when company does this

Revdex.com:
I have reviewed the response made by the business in reference to
complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Nov.12,2015-crew installed ac and furnace....furnace unit was partially installed in hallway Nov.16,2015, was a no show by the crew Nov.19,same crew reinstalled unit further back in opening Crew left wires not connected....unit did not work Nov.20,supervisor Jessee K*** found wires not connected properly....wires were touching metal parts which in turn shorted out fusesfuses needed to be replaced in fuse box Jesse repaired problem but found unit not to be level I had scheduled plans to depart Arizona for the holidays and return to Arizona Jan6, Jan11, furnace was leveled Jesse K*** personally said he would stop by to check workmanship, never showed or called Office manager Ginger S*** was full of apologies calling me several times and agreed with me for the poor workmanship the crew preformed None of this was my fault as she later suggested in her response It was a lot of inconvience and stress for me during this process, and hour job took appointments I had asked for a different crew at least times and always the same crew showed up

In reference to the Air handler at the *** *** residence, Simply The Best responded, in a timely manner, to each of the calls that we received from Mr*** and for some reason our technicians could not find what the problem was with this brand new unitWe called Amana and had their Technical
Assistant meet us at the property to diagnose and fix the problemThe unit is running properly at this time and we feel as though we did everything we could to resolve this issue

Our company was working on Helen's install and before we had completed the install Helen asked our installers to leave because it was taking too long to do the install for her scheduleHelen, then, left to go out of town for the holidays and we all agreed that we would return after the first
of the year to complete the install for her and we didWe were not at fault that it took several trips to complete this installWe were, however, at fault that the unit was not level and we went back out to the home and re-leveled the unit for her. We gave Helen an excellent deal for the unit that we installed and to top that all off, Jesse gave her two free years of our maintenance contract. I have not heard anything from Helen since the unit was re-leveled and I was under the impression that she was happy with her installIf I had known that Jesse was supposed to follow up, I would have scheduled this visit

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me.
Regards,
*** ***

Our company offers every one of our clients the Ultimate Savings Agreement, with this agreement the client gets free service calls where we respond within hours of the call and the ***'s chose not to get the U.S.A. When a client without the plan calls we, generally, charge them
a $service call fee or we waive that fee with any repair that may be doneAll companies have a service call fee, so this is not an uncommon thing. At the time of sale, the ***'s chose to have the unit installed to the "existing" drain lines, so, consequently, the p trap would not have been changed outThe unit ran great for a year and a half and it is very possible for drain lines to become clogged at any time which would, in turn, cause the flood control device to shut the system down so it stops producing water, which is what it is designed to do. Every bit of this could have been prevented had the ***'s signed up on the Ultimate Saving Agreement or have been willing to pay the service call fee for us to come out

Revdex.com:
I am still awaiting the refund to post to my account.  This has not yet occurred.  My bank may be slow to post the pending refund.  I have come to learn after speaking to them this morning that my bank does not allow me to view pending charges/refunds, unfortunately.  I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted].  My husband Ben spoke with the owner, Steve B[redacted], over the phone today 7/25/2016 and discussed the reused parts, which at the time of install we hadn't been given a choice of using old vs. new, but that is neither here nor there at this point.  We now understand that it is a common practice to reuse some of the parts.  The issue of the gas line not being up to code was also discussed and Steve explained that while we were told correctly that it is not up to code it was a minor issue.  He said he would be happy to come out and fix it to code or we could leave it, the choice was ours.  We are waiting for a confirmation call back on our warranty information from Steve at which time we will request that he come and fix the issue to code but we are satisfied with this resolution.  We appreciate the calm and polite conversation to resolve this as reasonable parties after such a negative conversation the first round. I will wait until for the business to perform this fix on the gas line, if it does, will consider this complaint resolved.
Regards,
[redacted]

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.
There has not been any effort from the business side to resolve the issue, or any offer. The contractor is misstating the facts. They indicate "...recommended that they replace the entire system". This is incorrect, the contractor's recommendation was only for the condenser unit, NOT the entire system. Evidence that the contractor recommended only condenser unit can be found in the paperwork supplied by the contractor following their evaluation of our A/C system (the contractor has a copy of that, and we are happy to provide/submit a copy if necessary to resolve the issue).  
Regards,
[redacted]

Please check your statement, it has been refunded a few days ago. When our company receives a call for service, we have a standard service call charge of $69.95 that we will waive with a repair of your unit. Due to the fact that our technician misdiagnosed what was wrong with your unit, while...

onsight, is not necessarily grounds for a refund of the fee that we charge to go take a look at your unit. You called me and once I spoke to Jesse I was then given the OK to refund your Service Fee Charge.

Since my last response I found out that Jesse did, indeed, go to the job to inspect everything and Helen was not home. He assured Ashley, in the office, that the unit had been checked and that it was done properly. We, honestly, feel like we have done all that we can to make this right. I have not heard anything out of Helen after the re-leveling of the unit and was under the impression that everything was fine until this complaint on Revdex.com. I will send Jesse back out at a convenient time for Helen if that is what she would like for me to do.

Simply the Best replaced the condenser under warranty and as far as we know, this issue has been resolved. He agreed to contact The Revdex.com and take down his complaint. If there are any other problems, he has not made us aware of the issue.

Concerning Revdex.com CID # [redacted], we have addressed all of the concerns that these folks had about the unit that we installed for them. We have given them a reimbursement toward most of the damage that occurred during installation. At last check, the [redacted]'s were pleased with the way the unit is running and at the agreement between our company and them in resolving all of their concerns.

Revdex.com:My complaint was more for...

the awful service I've received,  and that has not changed.  I finally got my first call from Simply the Best asking if I was pleased with their service,  but it was immediately followed with 'please remove your Revdex.com complaint ', which I never 100% agreed to do. But you can consider this resolved,  and I will make certain all other online mediums know how terrible Simply the Best can be. I was also promised someone would be out to give me paperwork for a rebate from SRP, but of course,  they seem afraid to contact me. 
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We have spoken with [redacted] and have made things right with her. We are hoping to keep her business, as well as, gain more business. We are a company of integrity and always put the customer first.