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Reviews Universe Appliance Repairs

Universe Appliance Repairs Reviews (7)

Dear [redacted], I have received the additional concerns sent over by customer [redacted] and have read the reply that Tom had already sent in. I will address the customer primary concerns. 1- The damage caused to her floors and the horrendous treatment she received by us. – We stick by our final outcome that our crew did not do any damage to her floors. The damage on her floors is normal wear and tear scratches. We pride ourselves on the measures that we take to protect our customers property.  If we were to damage property, we would rectify it. I have not witnessed any horrendous treatment, all correspondence has remained professional. We record all calls, and nothing unprofessional or rude was said during any of the calls.2- The functioning of the unit (smell and uneven temperature)- As we stated previously, we will come out and service the system, she should call our customer service department and set up an appointment. If she would like, we can call her to do so. We strive to make all our customers happy, and she is no exception. We will not do repairs where we have caused no damage. Please feel free to contact me at any time.

Dear [redacted],I am in receipt of the complaint filed with your office from [redacted], related to the air conditioning installation done by Universe Home Services. As your office is aware Universe is a family owned company with a long standing record of quality work and customer satisfaction. We...

at Universe take great pride in the quality of work we do and the satisfaction of our customers. Due to the nature and scope of the work, occasionally there are minor issues that require repair or touching up paint etc. When these situations arise our technicians typically are able to rectify the situation. In the rare instances a repair is more involved we have a number of licensed contractors who are able to make any kind of repair necessary. Upon completion of the jobs our installers go through the house and installation to make sure the job was done satisfactorily at which time the customer signs a certificate of satisfaction. Upon completion of the A/C installation in [redacted]’s home she sign ed the certificate of satisfaction.Due to the unusual number of issued in this complaint I think the best approach will be for me to address them individually.Project described as light construction.Residential air conditioning installation in most cases is considered light construction. Using a box to collect debris when making register holes in the ceiling is one of many techniques but certainly not the only one utilized during the installation. Customer claims drop cloths were not put down on the second floor.It is standard practice on all installations that all floors in the work area are covered with clean drop cloths. Universe spends thousands of dollars purchasing and cleaning drop cloths to ensure our customer’s homes are adequately protected. Every truck in our service and installation fleet are sufficiently stocked with drop cloths. I wasn’t on this job so I can’t say, but every installer I questioned stated all floors in the work areas were covered. Our installation manager visited this job and certainly would have reacted if the floors were not covered.Removed wiring in attic, damaged walls, garbage in attic, unnecessary holes in ceiling.Universe was never advised of any of these issues. A supervisor was sent to the house after the installation and none of these issues were mentioned to him or during any of the numerous phone calls with the customer. Universe would gladly send our installation supervisor back to address these issues.Odor during system operation.Universe was never advised of this issue. Neither the installers nor the Installation manager noticed any odors during system operation. Universe would gladly send our installation supervisor to address this issue.Wrong sized ducts.Every duct has a damper in the attic and on the room register. If a room is too cold the air flow can easily be adjusted. Universe was never advised of this issue which can be resolved with a simple adjustment. We would gladly return to make that adjustment at the customer’s convenience.Floor damage.Upon completion of the installation the only issue presented by [redacted] was a scratch on the floor of a bedroom. The scratch was under a throw rug in an area the installers didn’t even work. The installers went through the home with [redacted]At which time she signed a certificate of satisfaction. When the customer called back saying all her floors were scratched we sent a supervisor to her home, and upon inspection he determined the scratches in question were likely normal wear and tear. Universe offered to send our floor company to see about repairing scratches at our expense but the offer was refused. At that point we offered $100.00 as a courtesy because we are confident the scratches were not caused by us. Referred to customer as a liar.Universe has a highly trained, award winning customer service department. Our awards include but are not limited to Nexstar and Angies list. I assure you no one from this office ever called her a liar. Supervisor refused to speak to her.Universe sent a supervisor to her home and they did speak.Universe is prepared to work with your office to resolve this issue and we await your response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: The information contained in the response from the business is a based, in part, on incorrect information.  The damage sustained to the floors occurred in 4 bedrooms of my home, the stairs to the second floor, and the hallway directly under the attic stairs - not in one bedroom under an area rug.  The acccusation of damage being made up and/or being existing damage under an area rug is extremely insulting.When I went to my second floor, the floors were so dirty from the lack of drop cloths being used, the technician asked to borrow my swiffer wet jet to clean the floor, to determine exactly what was damage and what was dirty - because they looked awful upon first arrival.  The technician told me that they were not permitted to use drop cloths - specifically because they cause a slip/fall hazard over smooth floors.  Further, he stated that the company had previously been sued by someone who fell because of this, and ever since, the company prohibited the use of drop cloths in that situation.  After cleaning the floors, one technician went room by room with his iPad taking pictures of the damage.  As in my previous complaint, I was told that the company had a separate division to handle damage such as this.  I was asked to provide payment, and sign a form, which I was quickly told had to be signed, or they could not leave.  He stated that the form was acknowledging that the unit was installed, and did not cover its operation - as it could not be tested due to the outdoor temperature on that day. He told me that the situation with the flooring was separate and apart from that.  They then assured someone would call within 2-3 business days, and left.  I did not have time to inspect the attic, or all of the areas in the home, as the entire focus became cleaning and documenting the damage to the floors.  Only in the following day or two were we able to go up in the attic to see the condition.  Also, as we put our belongings back where they belonged, found the box of wires/garbage/water bottles among our stuff, which was in containers during the day of the installation.   My primary concern is not the garbage and/or wiring.  My primary concerns are 1. The damage caused to my floors and the horrendous treatment from the company regarding this, and 2. The functioning of the unit (the smell and uneven temperature) - even in their response there is no suggestion of anyone coming to the home to remedy this situation. If there are any mechanisms to control the temperature in each room none of the technicians explained anything about it.  Some rooms are hot, and some are freezing.  There is an attic smell on the second floor when it runs.  As my original complaint states, I have been treated treated terribly.  The company continues to recite information that is completely fabricated (that the damage was in one room under a rug), and rely upon a document I was presented by an angry technician, and told to sign simply acknowledging installation of the system.  If needed, I can supply my own photos of the damage; however, the company has two sets of photographs taken by two separate technicians.      
[Your Answ
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear [redacted], Thank you for all your efforts with regard to our concerns with Universe and our accompanying comnplaint #[redacted]. My wife and I appreciate the time and attention you provided. Although Universe and its representatives have responded to Revdex.com's communications and did finally credit our legally-due Manufacturer's Warranrty refund, we are not satisfied with the end result here for the following reasons:1) The company's utter lack of meaningful response to our phone calls for the four months prior to Revdex.com's involvement (September 2016 to January **),2) The company's complete unwillingness to, at any point, discuss the breakdown of service/labor charges which appear to be many times higher than those of the air conditioner service firm which ended up actually completing the repair,3) The company's apparent dismissal and non-discussion of our concern that, after Universe's technician was unable to repair our condenser (outside unit), they sent a salesperson who then tried to sell us on an entirely new system by telling us that our air handler (attic) unit was also ourt of order - when, in fact, it was (and still is) operating normally. Universe's offer of compensation ($200) pales in comparison to what we view as overcharges; but more significantly, the company never responded to our requests to have a direct and forthcoming discussion of said charges. While the company's Revdex.com response mentions that we were apprised of service options and costs, that is not entirely accurate. For example, for the largest bill covering the compressor replacement, we were offered a very pricy diagnostics test which might not prove or solve anything OR the compressor replacement, which would involve an approximately $600 replacement part (under warranty) and approximately three hours of labor. How that bill came to over $2,300, we do not understand; and Universe has never been willing to provide a detailed and clear explanation. At the very least, Universe did finally address the warranty refund properly; so we do thank them for taking care of that. However, in our view, that was the only part of our complaint which the company appropriately addressed in any forthcoming and direct manner. Thank you again, [redacted], for all the back and forth on this.Sincerely, [redacted] 
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Dear [redacted],As previously stated in our letter responding to complaint [redacted], Universe was at fault for not refunding the cost of a warranty part in a timely fashion. Universe has since apologized and credited the amount due to the credit card used in the original transaction. Although additional compensation was offered to [redacted] for his inconvenience, he declined our offer. A copy of the credit issued is attached. In reference to [redacted]’s additional concerns Universe steadfastly stands by our original statements that [redacted]’s wife, [redacted], who was present during each service call, was given options and pricing. She selected an option and agreed to the price prior to the start of any work. Upon completion of the work she signed a work order stating she was satisfied with the work performed.  Additionally we are confident the job was properly diagnosed and the options given, service provided, and the pricing for those services was well within acceptable industry standards and practices.We are saddened that [redacted] is not in agreement, but as previously stated our original offer of compensation for his inconvenience can be claimed at any time with no expiration date.If I can be of any further assistance in this matter please feel free to contact me.

Review: I had a boiler problem and I called Universe. They were very nice and sent a guy over quickly. They said a service call would be $125. No problem. I also asked if the boiler was broken and needed to be replaced what happened to the $125 , they said if the boiler needed to be replaced the $125 would be applied to the bill. When they got here the repair guy did a good job . He said it he knew what part we needed and in fact had it with him. Later he told me the cost of the repairs was to be $303 . The next day I checked the cost of the part and found out it only cost $20 !!!. I called Unverse and asked for an explanation of the cost. They said it was $125 for the evaluation and then labor and parts. So I protested and said that the $125 service call was supposed to be applied to the bill. The said no, it was included in the bill. I said that is not what was told to me over the phone. They had given me the impression my $125 was going to be applied to any repair bill. They misrepresented the truthDesired Settlement: I want my $125 back. They lied to me as to the charges

Business

Response:

This letter is in response to the above mentioned case. The customer ([redacted]) was read the standard scripted speech which is “the service charge to come to the home is $125.00. That will get the tech into your home and diagnose the problem. He will then give you a price to do the repair and that price will include the $125.00.” The service charge of $125.00 was included in the total repair price of $303.61 as the customer was told. You can’t apply something to the repair that wasn’t paid. It would make no sense to quote someone $303.61 just too then deduct $125 that wasn’t even paid yet. The only thing the customer was told would be applied is if he didn’t have the repair done that night and just paid the service charge of $125 and then at a future time had to have the boiler replaced we would apply what he paid towards the install of the new boiler. That can be applied because he would have already paid the $125. There was no mis representation under any circumstances to the customer. Everything was explained and charged fairly. The customer was quoted our normal rate which is based upon all our costs that we incur running a service business on Long Island and include hundreds of expenses just a few examples being taxes such as unemployment, MTA plus other taxes, payroll, medical insurance, liability insurance, worker compensation insurance, rent, electric, trucks, training, education, etc. Our rates are based upon taking all these costs into account and making a meager profit of 2-3%, barely enough to stay in business. We even offered the customer a service agreement on his boiler which is normally $289 for $99 because he had the repair done. He did sign up for the service agreement. We always go out of our way to satisfy the customer but because of the large discount we already gave on the service agreement it is hard to give any other discounts. We do over 25,000 service calls per year and do n’t get this complaint as you can see by our long standing record with the Revdex.com.

Thank you for your time and if you have any other questions or of need of further clarification, please feel free to contact me at: ###-###-####.

Thank you.

Sincerely,

Universe Appliance

Integrity, professional and reliable. We would highly recommend this company.

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Description: APPLIANCES-MAJOR-SERVICE & REPAIR, PLUMBING - CONTRACTOR, PLUMBING CONTRACTORS, HEATING & AIR CONDITIONING

Address: 3782 Merrick Road, Seaford, New York, United States, 11783-2817

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