Visiting Nurse Association of Middlesex - East

We have continued to work in good faith to address all concerns raised by Ms [redacted] after the work performed in June of As stated in our previous response, we have repaired all damages to the home and reached a settlement for the related expenses the [redacted] incurred to their personal property as a result of the master bedroom HVAC equipment ( [redacted] ) failureIn addition, we have issued a credit for the remainder of the maintenance contract totaling $in October of 2015, as well as extended additional considerations that the ***’s declined at the time the offers were made.In an effort to provide a clearer understanding of the events, we have broken down the work performed by date and piece of equipmentInspections and Repairs Performed 6/17/- Technician SSDown Stairs Main Unit - Reports ( [redacted] SR [redacted] ) Equipment [redacted] Cleared drain line and cleaned Safe T Switch Installed new contactor ($178) Installed new kickstart ($376) System working properly after repairs Also noted breaker tripping and t-stat issues per customer Upstairs North Unit – Reports (SR [redacted] ) Equipment [redacted] Repair performed to repair condensate drain line slope for better drainage ($3) Performed electronic leak search on entire system ($97) and Added Refrigerant ($221), no further leak after tightening nuts around valve Replaced contactor ($178) Installed new kickstart ($376) Game Room/Upstairs South – Reports ( [redacted] ) Equipment [redacted] Noted filter was 5” short, was 14x20xand should be 14x25xInspection and Repairs Performed on 6/18/- Technicians SSand SDLMaster Bedroom unit - Reports ( [redacted] , [redacted] , [redacted] ) Equipment [redacted] Installed Kickstart ($376) System working properly at the time of inspection Down Stairs Main Unit - Reports ( [redacted] , [redacted] ) Equipment [redacted] Determined that the compressor started to groundDeadRecommended replacement and scheduled appointment to have a project manager return to discussRepair Performed on 6/21/– Technician RPF Master Bedroom Unit - Report ( [redacted] ) Equipment [redacted] Cleaned primary drain line and took water out of secondary drain pan Added 1lb refrigerant ($263.20) Recommended upstairs hall T-stat be replaced Repair Performed on 6/22/– Technician ECB Down Stairs Main Unit - Report ( [redacted] ) Equipment Z3143092F Unit Down Again; compressor grounded tripping breaker Recommend replacing system Will call back with cost to repair compressor No Charge Master Bedroom Unit - Report ( [redacted] ) Equipment [redacted] Unit in master leaked, drain line and pan clear Performed electronic leak search and found evaporator coil leaking refrigerant; noted water in pan could have come from coil freezing up and defrostingRecommend replacing system$for evaporator coil repair No Charge Upstairs Hall T-stat replaced Report ( [redacted] ) ($288.00) Survey performed on 6/26/Ceiling repair from system leak Report ( [redacted] ) No Charge Repair performed on 7/15/Ceiling repair from system leakReport ( [redacted] ) No Charge The total repair cost authorized and paid for by Ms [redacted] totaled $after receiving a $discount as a Priority One customer; this includes work on three other HVAC units and a thermostat unrelated to the master bedroom unit, of which they still receive benefitThe portion of total collected dollars directly reflecting services provided to the master bedroom unit ( [redacted] ) totals $In an effort to reach resolution, we will also include the totals of the kickstart and contactor installed on the Downstairs Main Unit totaling $We feel we have made significant effort to resolve this matter, and upon acceptance, will execute the refund totaling $to Ms*** as a full and final settlement to this matter.Best Regards, [redacted] ***, CEOFox Service Company

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: ***
I am rejecting this response because: After reviewing my charge sheets from Fox for last summer with my current AC vendor, I feel even more strongly that our full amount of money should be refunded to usCharge sheets from June state that the LR AC unit is "dead", and then the tech went on to install KS and contactNo maintenance was done because the unit was "dead"None of the multiple charge sheets can be believed to be trueOne sheet says that all systems "are working well", when one had already been pronounced "dead"Additional refrigerant was added twice, yet no leak was ever found in those units to warrant thisWhy were repairs done to a dead unit? Maintenance may have been done on upstairs units, but I had them repeated by another companyThis technician was disorganized, inefficient, and was not competent to spend several days in my homeHe was a new hire, and I suspect had not been supervised to see if he was competentI also know that he does not work at Fox nowUnfortunately, I was the mismanaged case to prove this I expect the $for "used half" of maintenance contract, and all other charges amounting to $to refunded to me by FoxIf not, I will be pursuing this complaint with the Licensing Bureau.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and will accept the settlement offeredI truly believe that the full refund would be more fairThe person who wrote out the service sheets was not reliable, as proved by his dismissal from Fox ServiceWhoever re reviewed these sheets should have been able to recognize that, and be honest about it, especially to a long time customerNo customer should have been treated as I have beenI hope that Fox Service will not be seen again in my neighborhood
Regards,
*** ***

We have contacted the customer directly and have mutually agreed to the following resolution: Removal of all ductwork installed by Fox Service Company.Removal of the duct board supply plenum installed by Fox Service Company.Removal of all return air and supply grilles installed by
Fox Service Company.Removal as close as possible of all attic insulation installed by Fox Service Company,it shall be further understood that there will be a minimal of mixing of both old and new insulation but we will leave in place at least the original R-level of insulation that existed prior to our performing any work. Necessary job cleupon completion of work.Every effort will be made to ensure that no damage is done to the home or HVAC system.The customer will contact Fox to schedule the removal. We will need a minimum advanced notification of hrs.(weekday business hrs.) in order to coordinate and schedule the crews performing the work. The work must be scheduled during the work days of Monday-Friday and will start at approximately a.min the morning and should take between 6-hrsto complete.*** ***Customer Support ManagerFox Service Company

We have continued to work in good faith to address all concerns raised by Ms. [redacted] after the work performed in June of 2015.  As stated in our previous response, we have repaired all damages to the home and reached a settlement for the related expenses the [redacted] incurred to their personal property as a result of the master bedroom HVAC equipment ([redacted]) failure. In addition, we have issued a credit for the remainder of the maintenance contract totaling $278 in October of 2015, as well as extended additional considerations that the [redacted]’s declined at the time the offers were made.In an effort to provide a clearer understanding of the events, we have broken down the work performed by date and piece of equipment. Inspections and Repairs Performed 6/17/15 - Technician SS4 Down Stairs Main Unit - Reports ([redacted] SR [redacted]) Equipment [redacted] Cleared drain line and cleaned Safe T Switch Installed new contactor ($178) <Will Refund> Installed new kickstart ($376)  <Will Refund> System working properly after repairs Also noted breaker tripping and t-stat issues per customer Upstairs North Unit – Reports (4083475 SR [redacted]) Equipment [redacted] Repair performed to repair condensate drain line slope for better drainage ($3) Performed electronic leak search on entire system ($97) and Added 3.5 Refrigerant ($221), no further leak after tightening nuts around valve Replaced contactor ($178) Installed new kickstart ($376) Game Room/Upstairs South – Reports ([redacted]) Equipment [redacted] Noted filter was 5” short, was 14x20x1 and should be 14x25x1 Inspection and Repairs Performed on 6/18/15 - Technicians SS4 and SDL3 Master Bedroom unit - Reports ([redacted]) Equipment [redacted] Installed Kickstart ($376) <Will Refund> System working properly at the time of inspection Down Stairs Main Unit - Reports ([redacted]) Equipment [redacted] Determined that the compressor started to ground. Dead. Recommended replacement and scheduled appointment to have a project manager return to discuss. Repair Performed on 6/21/15 – Technician RPF Master Bedroom Unit - Report ([redacted]) Equipment [redacted] Cleaned primary drain line and took water out of secondary drain pan Added 1lb refrigerant   ($263.20) <Will Refund> Recommended upstairs hall T-stat be replaced Repair Performed on 6/22/15 – Technician ECB Down Stairs Main Unit - Report ([redacted]) Equipment Z3143092F Unit Down Again; compressor grounded tripping breaker Recommend replacing system Will call back with cost to repair compressor No Charge Master Bedroom Unit - Report ([redacted]) Equipment [redacted] Unit in master leaked, drain line and pan clear Performed electronic leak search and found evaporator coil leaking refrigerant; noted water in pan could have come from coil freezing up and defrosting. Recommend replacing system. $2191 for evaporator coil repair No Charge Upstairs Hall T-stat replaced Report ([redacted]) ($288.00) Survey performed on 6/26/15 Ceiling repair from system leak.  Report ([redacted]) No Charge Repair performed on 7/15/15 Ceiling repair from system leak. Report ([redacted]) No Charge The total repair cost authorized and paid for by Ms. [redacted] totaled $2256.00 after receiving a $100 discount as a Priority One customer; this includes work on three other HVAC units and a thermostat unrelated to the master bedroom unit, of which they still receive benefit. The portion of total collected dollars directly reflecting services provided to the master bedroom unit ([redacted]) totals $639.20. In an effort to reach resolution, we will also include the totals of the kickstart and contactor installed on the Downstairs Main Unit totaling $554. We feel we have made significant effort to resolve this matter, and upon acceptance, will execute the refund totaling $1193.20 to Ms. [redacted] as a full and final settlement to this matter.Best Regards,[redacted], CEOFox Service Company

We apologize for the delay in responding to this complaint and regret that this delay may have communicated a lack of interest in resolving this matter. We value every customer and are committed to ensuring that each experience with our company is a positive one. The delay was a result of...

an employee transition that impacted our receipt of the complaint, and was in no way a reflection of our commitment to repair and restore the relationship with [redacted]. Upon learning of this complaint on July 6th, an internal audit took place to determine the sequence of events described. All of the information was reviewed with the employee listed in the complaint, and appropriate training and coaching have been provided.  [redacted] was contacted on Tuesday, July 7th, and was provided with the steps taken and a full apology extended for her experience with our company. We are very grateful for the opportunity to address this matter and express our appreciation not only for [redacted]'s years as a Priority One customer, but for the time she spent to bring this matter to our attention. At this time, we believe the issue she raised to be resolved and we look forward to a continued relationship with [redacted].

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

We have worked in good faith to address all concerns raised by Ms. [redacted] after the work performed in June of 2015. We have repaired all damages to the home and reached a settlement for the related expenses the [redacted] incurred to their personal property as a result of the master bedroom HVAC...

equipment failure. We have made several unsuccessful attempts to satisfy Ms. [redacted] request for explanation of charges and additional compensation. A credit was extended to Ms. [redacted] in the amount of $1588.00 to be used towards the purchase of a new HVAC system installed by Fox Service Company. The [redacted] declined the written offer and canceled their long standing annual service agreement at which time we refunded the unused portion of the agreement totaling $278.00. The repair cost authorized and paid for by Ms. [redacted] totaled $2256.00; it includes work on three other HVAC units and a thermostat unrelated to the master bedroom unit, of which they still receive benefit. The portion of the total collected dollars directly reflecting services provided to the master bedroom unit totals $639.00; we are prepared to issue that refund to Ms. [redacted] as a full and final settlement to this matter.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]