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Universal Motors Reviews (14)

Hello, immediately after this call, our service tech attempted to reach the home owner to address the situation with him and try and find an acceptable solutionUnable to reach the home owner,we made an additional attempt a couple days later by our office staff to contact the home owner in an effort to address the situation and find an acceptable solution for himBoth calls were not returnedAfter receiving this notice, we tried for the 3rd time to reach the home ownerThe home owner returned that call and we mutually agreed to have a staff member set up a meeting in hopes to find an acceptable resolution to the home ownerOur goal is 100% customer satisfaction and we work diligently to achieve that!

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I called and left a voicemail to mrSpencer stating that I am not happy with what they offered, I would like my money I paid them for the job that mr Hollands performed did not have to look over the furnace, like my original message states that someone wired a wire to the circuit board incorrectly and shorted the board The first call I received mr Hollands offered a discount on a new furnace but 1) I was already in a contract with another company and 2) the wiring was done on purpose and I was mad that I had to put up the money to get it fixed and or a new furnace I will not accept that a professional did not know what he was doing or this was an accident [To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below [To assist us in bringing this matter to a close, we would like to know your view on the matter.]MrHolland's did try to discount a new furnace for this wrong doing but I already am under contract with another company and then I suggested that MrHolland's replace my nest thermostat and I texted them a picture of the unit cracked and haven't heard anything Mr Holland's over the phone said that the technician had to touch the furnace but then why would he touch the thermostatThe technician that came over to inspect my furnace to see why it wasn't working stated that a wire was connected to the ground causing the circuit board to blow Regards, [redacted]

Dear Revdex.com, The customer called into our office complaining of flooding in their basement they believe was caused by one of our service techniciansPer policy, we interviewed the technician that was out on their property and we sent out a different technician to do an independent analysisThe original technician stated that he saw water draining properly and thus we couldn't have caused the problemThe second technician's independent report was determined inconclusive (meaning we may have but also may not have caused the leak.)When there is a shadow of doubt we believe ts best to side with our customersWe believe that if our customers believe we made a mistake, its better to try and rectify it versus fighting it when it can not be proven either wayOur General Manager reached out to the home owners and asked them if we could send out a cleaning crew and indicated we would take care of the billBefore we could even send out a company, we received a bill from the customer for $Our Customer Service Rep called the company on the invoice to verify the work had been doneWhen she called the number on the invoice, she received the home owner that called us complaining of a leaking issueSurprised about this, our customer service rep asked why his number was on this company's invoiceHe said he was a part ownerConfused as to why he didn't tell us that e owned a cleaning company or that he was going to do it himself after we offered to send a company there, we researched the Wisconsin Department of Financial Institutions and found no company registered under that nameObviously a very confusing situation that we have been doing our bets due diligence prior to just sending a check for a refund on something we may not have been responsible for

We are still trying to work with the customer on finding a resolutionOur phone number is ###-###-#### and if the customer does not feel we are being prompt enough, we are always available to be reachedThe customer never called us and thus we believed this was still a pending resolutionWe were surprised to see this complaintWe will continue to reach out to the customer attempting to find a resolution

We value all our comfort club members and we're happy that we found a solution for Mrand Mrs***

Hello, immediately after this call, our service tech attempted to reach the home owner to address the situation with him and try and find an acceptable solution. Unable to reach the home owner,we made an additional attempt a couple days later by our office staff to contact the home owner in an...

effort to address the situation and find an acceptable solution for him. Both calls were not returned. After receiving this notice, we tried for the 3rd time to reach the home owner. The home owner returned that call and we mutually agreed to have a staff member set up a meeting in hopes to find an acceptable resolution to the home owner. Our goal is 100% customer satisfaction and we work diligently to achieve that!

Dear Revdex.com, The customer called into our office complaining of flooding in their basement they believe was caused by one of our service technicians. Per policy, we interviewed the technician that was out on their property and we sent out a different technician to do an independent analysis. The...

original technician stated that he saw water draining properly and thus we couldn't have caused the problem. The second technician's independent report was determined inconclusive (meaning we may have but also may not have caused the leak.)When there is a shadow of doubt we believe ts best to side with our customers. We believe that if our customers believe we made a mistake, its better to try and rectify it versus fighting it when it can not be proven either way. Our General Manager reached out to the home owners and asked them if we could send out a cleaning crew and indicated we would take care of the bill. Before we could even send out a company, we received a bill from the customer for $150.00. Our Customer Service Rep called the company on the invoice to verify the work had been done. When she called the number on the invoice, she received the home owner that called us complaining of a leaking issue. Surprised about this, our customer service rep asked why his number was on this company's invoice. He said he was a part owner. Confused as to why he didn't tell us that e owned a cleaning company or that he was going to do it himself after we offered to send a company there, we researched the Wisconsin Department of Financial Institutions and found no company registered under that name. Obviously a very confusing situation that we have been doing our bets due diligence prior to just sending a check for a refund on something we may not have been responsible for.

Dear Mr. [redacted],We are very unhappy to learn that our efforts to take care
of you and serve you are not satisfactory.  This is something we take very serious as we pride ourselves in offering
the best and most professional service….not the least cost. We do what it
takes. Below is an account...

of what happened and I hope once you see it in black
and white you may feel differently.  Every time we have been out we also helped to educate you and make
recommendations to be proactive and make some repairs so you don’t get into a no
heat situation but you always opted not to do anything.From day one is as follows. 12/1/2010 you had no heat; we
responded immediately identified the issue, you authorized repairs and our
service fee. Then again on 12/4/2010 and 1/5/2011 you were without heat, as a
courtesy as we were previously were there we did not charged a service fee on
either of the last 2 dates which is common practice for us. We have no records
from there (no idea of anything that happened with the system maintenance or
not) until on 2/22/2013 (2 years later) we were called out to your home for
another no heat. We again identified the problem and you authorized replacement
of the faulty high limit switch. Again we made suggestions and they were
declined. We suggested you replace your filters, you let us know you will be
purchasing a cheaper filter from a store, we also suggested you fix your gas leaks;
you let us know you would be using a plumber to do it for cheaper. On 11/7/2013
9 months later we were called out again since your furnace was not heating
again. It was determined to be a faulty wire on the thermostat that you
personally installed, we offered to install the thermostat correctly and fix
the wire problem, but the repairs were once again declined.  At this time, you elected to join out comfort
club membership to go on annual maintenance and inspection. On 12/11/2013 we
returned to your home for annual maintenance on your furnace. After our full
Super Tune Up and assessment of the system we suggested you replace your motor
starter because it was weakening and below the manufacturer recommendation of
operation as it can cause yet another failure and increase utility usage. At
the same time we also let you know that your burners were rusty, rusty burners
cause incomplete combustion which then uses more gas to operate it. Part of
every call is educating our clients on the status and condition. We returned
again on 1/28/2015 for your annual maintenance for the tune up on your furnace,
we suggested you replace your filter, motor starter and that your burners were
rusted. Once again, all of the repairs were declined even the filter
maintenance was declined. On 3/30/2015 you cancelled your annual maintenance
plan with us. On 11/16/15 we received a call from you that your furnace was not
heating, so we let you know there would be a service fee for our technician to
come out to take a look at your furnace, you disagreed with the charges so you
hung up on our call center representative, we even offered to reduce our
service fee and let you know that if the technician felt it was related to the
repairs done in January that the service fee would be waived.  As I mentioned earlier we take these matters
very seriously but at the same time it has to be fair. We feel there is not
much more we could offer other than providing what we say we will do and do
what it takes to make sure we provide the best service.    In the end we believe in taking care of
everyone but when it becomes unreasonable there is not much we can do. We
strongly believe in our company ethics, offerings, process, employees and brand
and we do go above and beyond to help. We are on time, professional, we take
the time to inform and educate so we can help each client determine what is
best for them.  As reviewed with you on each
service call, your furnace is 17 years old, and when there is no annual
maintenance or repairs done that it needs, anything can happen, anytime simply
due to age. We always promote good and fair treatment and we are willing to
help but we simply cannot cover the continuous cost.  We are a business and fair has to go both
ways.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
Lisa [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have asked for the money back I paid for Mr Holland's to do a disconnect of my AC unit, now they are claiming that they cannot prove that their technician did anything wrong, that goes and shows what kind of business they run.  let's look at it this way, the AC and furnace was working on the day Mr Holland's came over and mysteriously after they messed with the circuit board both did not work.  Hmm that does sound like Mr Holland's technician did something wrong and doesn't want to own up to it.  The technician that inspected my furnace is the one who told me that it was wired incorrectly.  ThanksRegards
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I called and left a voicemail to mr. Spencer stating that I am not happy with what they offered, I would like my money I paid them for the job that mr Hollands performed did not have to look over the furnace, like my original message states that someone wired a wire to the circuit board incorrectly and shorted the board.  The first call I received mr Hollands offered a discount on a new furnace but 1) I was already in a contract with another company and 2) the wiring was done on purpose and I was mad that I had to put up the money to get it fixed and or a new furnace.  I will not accept that a professional did not know what he was doing or this was an accident.  
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]

We appreciate that the customer left us a voicemail on 11/4 acknowledging that we did not break the "Nest Thermostat." As with all our customers, we aim to solve the problem no matter what it takes. We have offered to send a technician out to diagnose the problem, we have offered to give the customer gift cards for future use, and we have been met with no response. It's our understanding that the customer used a different company prior to giving us an opportunity to go back and see if there in fact was a problem that was caused by us. At this point, we can not even verify thatthe "problem" was a result of our technician.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]Mr. Holland's did try to discount a new furnace for this wrong doing but I already am under contract with another company and then I suggested that Mr. Holland's replace my nest thermostat and I texted them a picture of the unit cracked and haven't heard anything.  Mr Holland's over the phone said that the technician had to touch the furnace but then why would he touch the thermostat. The technician that came over to inspect my furnace to see why it wasn't working stated that a wire was connected to the ground causing the circuit board to blow. 
Regards,
[redacted]

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Address: 9758 US Highway 259, Nacogdoches, Texas, United States, 75965-0856

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