Utah Retired School Employees Association

Revdex.com:Our goal with all of our customers is to provide them with great service and fair pricesWe provided this customer with a complete new cooling system per the contract that we entered into with themAt no small cost to us, we have returned several times attempting to satisfy this customerIn regard to the damage that we caused to his siding, he told us that he would take care of it to which I said that he should give us the bill for the repair and we would take care of it for himIf he cannot get the siding repaired, we can repair the sidingIt won't look like new, but his siding is not new so it should look OKWe wish that the customer would contact us and we will work directly with them to provide a solution we can agree onThank you,*** ***

Customer called early morning on 6/8/for a no cool call I stated to the customer I would put heron the schedule and give her a call when a technician would be on his wayThat week we had a service tech out on a vacation which we had another contractor helping us out with our service callsLate
afternoon customer called and I told her no one would be able to get to her that day but I would but her on the schedule and have the service technician give her a call as soon as he knew when he would be able to get to herIn which I did, the next day 6/9/I put her on the schedule and gave the contractor the schedule in which I specifically spoke to him and put it on the schedule to give her a call as soon as we would be able to get to herWhich he stated he would he to get to her sometime in the afternoonCustomer never called and I went home thinking our customer was taken care of which that is our goal each day especially when they have been a customer of ours for so longWe would like to make things right and fix this one bad experience our customer had

Revdex.com:This information provided by The owner is a complete lieFrom the complete electrical being done all the way to the extra stopsHad he communicated the info through his company process correctly, this would've been done the very same dayThey came to the house from my memory (4) timesOnce for the quoteTwice for the installThree times to install the air conditioning wire that they forgot to the second timeAnd the fourth time to get the air conditioning running after I had the electrical installedNothing was done illegal on my behalfWe ran the wire as we were told to he was supposed to have a certified electrician come out and approve of it and hook up the wire through the wall to the circuit breaker that is supposed to be providedThey damaged the siding on my houseWhen I told him about it he gave me the snide question "what do you want me to do about it" I told him "I don't know fix it." I decided after that phone call that I would call him back and tell him that I would take care of getting it fixed and I would send him the billI called a couple places and no one does that kind of workIt's not cost efficient to the company's more or less I would have to replace the whole entire siding for them to come outWith that being said that's what needs to be negotiatedMy siding needs to be fixedThis company needs to take responsibility for the poor service that they provided me as a customer and fix what they have damaged and pay back what they have charged without causeI just want what's rightThis response does not include in total all the problems that have happened to the service and does not diminish any of them either
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

When I quoted the [redacted]'s a central air conditioning system for their house that previously had none, they made it clear to me that they were looking for the cheapest quote. I discounted their job to as low a price as possible to which they said it's close, but is there any way to get it cheaper....

I described what was included in the price and they asked, What if we had the electrical done by someone else? I said I could reduce the price an additional $300. A few days later they said that we got the job because we were the second cheapest and the cheapest was not a "real company". When we showed up to do the job, there was a new electric circuit breaker installed in the panel and a wire ran from that to the window inside where the a/c would be installed outside and left hanging there loose with the end exposed. We identified that no electrician would install a circuit in this unsafe fashion, and Mr. [redacted] could not produce the name of his electrician nor did he have a permit number. The proposal that they accepted clearly stated, and I went through it line by line with the [redacted]s, that electrical would be provided by others. We are not electricians and when we deduct the cost of hiring an electrician we will not hire one for the job. We cannot charge and start an a/c without electricity and we cannot pull an HVAC permit without including the electrical permit number on the application form. When Mr. [redacted] finally told us that he had the electrical completed (still no permit number) we went and started the unit. What was supposed to be a one day job for us as 99.9% of similar installs are. caused us to make 4 different trips to the home as a result of Mr [redacted]s cost cutting measures. We ended up submitting our HVAC permit application to the city with a letter stating that the city would need to obtain an electrical permit from Mr. [redacted]. When the homeowner said that he wanted me to repair the siding that was nicked, I asked him how he wanted me to resolve the issue. He said that he would take care of it himself. We were asked to do illegal things and we refused.

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.]----Late afternoon customer called and I told her no one would be able to get to her that day but I would but her on the schedule and have the service technician give her a call as soon as he knew when he would be able to get to her.Metro's response to my complaint which isn't completely true.----Fact: At 4:30, WE had to call the AA and ask about the tech. She wasn't sure where he was and would get back to us. She never did neither did she say the tech would not be able to get to us that day.----The next day 6/9/17 I put her on the schedule and gave the contractor the schedule in which I specifically spoke to him and put it on the schedule to give her a call as soon as we would be able to get to her. Which he stated he would he to get to her sometime in the afternoon. . Customer never called and I went home... Metro's response to my complaint----Fact: By 3:00 pm, she had not heard from the AA or the tech. She called and the AA said she thought the tech had already seen us. My wife said no, she was still waiting. The AA said she would contact the tech right away and call us back. Well the AA never called back and when we tried to contact someone before 5, we only got an answering machine. I appreciate the response, 5 months after the fact. Every customer is important right? Bottomline, I've been in business over 35 years. When you make a mistake, own up to it. It was probably crazy busy that day as it was extremely warm out and the company was short-staffed. I get it, no problem. Probably only one person on the phones trying to manage numerous calls. A company that thrives on good morals owns up to the error and makes it right. At this point, we have replaced our furnace and had another company take good care of us. All I was ever looking for was an apology that there was little to no communication and move on. That's the right thing to do versus create a scenario where you take no accountability for your actions. Regards,
[redacted]