A.J. Perri

Revdex.com:re: complaint ID [redacted]
I was contacted by Brenda D, Vice President of Customer Relations at [redacted] [redacted]. 
She is looking into this matter and she will contact me this week. 
So at this time, I cannot approve or disapprove of the statement provided to me here because the response 
does not say anything about the problems incurred, only that they have made efforts to contact me. 
Kindly do not close this case until Ms. D and A.J. Perri present a solution.
 
Regards, 
[redacted] 
for [redacted]

Complaint: [redacted]
I am rejecting this response because: In speaking with the company I told them of a mailing from them offering $1500. credit for buying both units and zero financing for 18 months. I asked for the discount up front for the services they received and was told that was for rebates which my parents units did not qualify for. They also said that they had to replace the AC because it would not work with the furnace and was not compatable. Also NJ State was requiring AC units be changed because of the coolant. Which I told her that I'm sure they can be changed when they break and are replaced. The bill shows an estimated figure and with credits that was never deducted. I was also told the bill was written up wrong. In explaining to the customer service rep that a 10 year maintenance contract did nothing for my parents. They are elderly and may not be in their currect residence for many years. I asked her for an upfront discount to the existing bill that was paid in full. I also mentioned that the maintenance fee charged for the old units was never credited back to their credit card. Again an in good faith discount upfront is what we are looking for. I believe they were taken advantage of and AJ Perri is trying to talk their way out of it.
Regards,[redacted]

Our installation manager, [redacted] has been in touch with [redacted].  We will issue a check in the amount of  $1,870.00.  [redacted] assured [redacted] that there will be no technical issues as a result of the up-sizing of the coil, and that...

we would address the air balancing/humidity issues while the coil was being replaced.  We will re-submit the utility rebates when this is completed, with the revised coil number to achieve the desired 17.00 SEER/13.00 EER to get the $500 cool advantage rebate.[redacted] did not want the credit to be put toward the financing program in place, he wanted a check.  [redacted] also did not want the work performed until the “cash was in hand”, so we will schedule said work when the check is received.

We are very sorry for the inconveniences which [redacted] has faced with her [redacted] equipment.  Both A.J. Perri and [redacted] have been working toward a solution.  The issues experienced are not a result of any error in the installation or the equipment, but rather the...

change in location of the unit;  due to the damage from Sandy, the unit was moved from the basement to the garage where the unit is exposed to extreme temperatures in an unconditioned area.  As a result, the condensate line is freezing creating issues.  It has been suggested to enclose the unit within the garage area in order to provide additional/necessary insulation, however, [redacted] has refused this solution.  Heat tape was installed on the trap which was freezing until the necessary part – OEM kit – could be ordered and received.  Our technician was scheduled at the [redacted] residence on March 3rd to install the OEM freeze kit which is designed to help alleviate what has been identified as the problem.

This isn't a very user friendly website. I couldn't respond - now time has lapsed and the case is closed
However for the record AJ Perri did respond to my complaint in a satisfactory way- they exceeded my expectations - they shouldn't have a mark against them because there weren't clear instructions on how to respond via email
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: [redacted]
I am rejecting this response because: I need to know why this plumber said the pipes all need to be replaced, they are beyond repair - and then once I agree to the work, the pipes aren't even touched - I just get new (expensive) fixtures on a cracked sink and a broken tub. In addition, the water pressure in my parent's trailer has been even worse than before AJ Perri was there. The brand new high end toilet doesn't flush half the time (and my parents don't even flush toilet paper anymore!) I have already been insulted and reduced to tears because of the meeting with Larry in which he stated (essentially) that I must have misunderstood the entire (scope of work) quote. I need a thorough investigation on their part into the company's customer relations (from the plumber who came out, the different people I spoke with on the phone, and Larry the one who eventually came out). It should not have taken months for them to even bother with resolving this. They need to figure out why the quote was so very different from the work that was actually done. My parents were not provided with a copy of the work order that my mother was told to sign for, and I was never sent the invoice by email (as I was promised, every time I called). There was even a three person phone call in which the plumbing supervisor promised he would personally meet with me and "make this right". I received this call while I was in Disney World, Florida and it was approximately an hour long. The call ended with this promise that never happened and when I called back, it was as if the call never happened. I need to know beforehand why there is such a discrepancy and I need reassurance that (at least) two supervisors will come at the same time (and not cancel on me as Larry did twice). 
Regards,
[redacted]

We were sorry to learn of [redacted] disappointment.  We have been in touch with the customer directly... There is always an $89 trip charge that covers the technician to come out to the home in a...

fully stocked truck. The additional diagnostic charge was because it took longer to assess the problem.As A.J. Perri confidently stands behind our100% satisfaction guarantee [redacted] will be receiving a check in mail for the full amount of $136.96. Thank you

[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 [redacted] and find that this resolution is satisfactory to me.
Regards,
[redacted]

Service Technician Alex Lopez provided our yearly AC maintenance visit ([redacted]) on July 6, 2016. While I have always found AJ Perri representatives to be pleasant and helpful, Robert m[redacted] than any other presented himself as a consultant rather than a salesperson. He reviewed his findings in "semi - technical" language that I could - to some degree - understand. He gave me some insight into what the life expectancy of our system might be as well as the pros and cons of replacing individual parts at this time. I understand - at least for this moment - the ramifications of the fact that the refrigerant in our system is obsolete. I found Robert to be a highly welcome service person here.

June 8, 2016   Revdex.com serving New Jersey  
12pt;">RE:       Revdex.com ID# [redacted]             [redacted]          A.J. Perri has received your email dated June 6, 2016, regarding the above-referenced complaint.  Thank you for bringing this matter to our attention and allowing us the opportunity to respond.  We have been in communication with [redacted] and have reached an amicable resolution. A.J. Perri prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.  If you require additional information regarding this complaint, please contact Janice H[redacted] at [redacted]. Respectfully submitted,   [redacted] C[redacted] Corporate Online Reputation Analyst

[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 [redacted], and find that this resolution is satisfactory to me.
Regards, [redacted]

July 12, 2016   Revdex.com serving New Jersey  
12pt;">RE:       Revdex.com ID# [redacted]             [redacted]        A.J. Perri has received your email dated July 11, 2016, regarding the above-referenced complaint.  Thank you for bringing this matter to our attention and allowing us the opportunity to respond.  We have been in communication with [redacted] and have reached an amicable resolution. A.J. Perri prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.  If you require additional information regarding this complaint, please contact me directly at [redacted] Respectfully submitted,   Janice H[redacted] National Customer Relations Supervisor

We are sorry to hear of [redacted] discontent.  We are attempting to contact her by phone to discuss as well.At the time of the service call, Friday February 13th,our technician informed [redacted] that the issue was a matter of manufacturerdefect and not the installation....

 Necessary replacement parts wereinstalled at no charge on Saturday Februray 14th.We do stand behind our installation with a 100% satisfactionguarantee and are confident to do so in this case as well.We would like to extend a 5 year maintenance agreement to [redacted] in order to inspect the systems pre-season to help find any problemsbefore each season begins.We look forward to hearing back.

We are sorry to learn of [redacted] discontent with her A.J. Perri experience.We have been in contact with [redacted] and provided the client with two options in an effort to reach satisfaction:(1)     Split the cost of the plumbing service...

provided, which was $342.82, providing a refund of $171.41(2)     Credit the full monies paid for the August plumbing visit, $342.82, toward the work quoted during that visit which would solve the larger issue … the $342.82 would credit against the quote for $1800. [redacted] indicated he would consider the offer and would get back to us once he spoke with his family. Thank you

[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:
After the initial complaint, (1) A tech called &  assured me I had taken the proper security measures with the device & checked on a few more (I had shut down power & gas), explained the situation & causes as best as he could diagnose without actually being there & said someone would call me first thing in the morning (2) The next morning, I was contacted by an agent to tell me techs were coming to my house later that day (3) The techs arrived, looked over the situation, took pictures, made a parts list & analysis & called it all in (3) that night, a customer service/quality assurance agent (Stephanie) called me to gather as much information as possible, assure me that Perri would handle the situation, apologized for the problems and offered further comfort & assurance (4) the next day I was then contacted by a scheduling agent & we arranged for repairs to be performed two days later - which is today, Thursday July 14, 2016. I was given a reminder call, yesterday - confirming techs would be out today, between 7:30 - 8:30. The techs & their field supervisor arrived at 7:45am, analyzed the situation and took some time to decide on the proper approach and game plan. The two techs, Kevin & Zach, then spent the next 6+ hours hard at work, undertaking an extensive reworking of the boiler's main wiring & almost all pipes & pumps. The two men were extremely professional, thorough, neat & clean. They also tested the system properly, explained all of their work & let me know to call if I had any questions or issues at all. Kevin & Zach were excellent.
The one issue remaining is to possibly have external sheet metal panels replaced - they were damaged as a result of the initial issue & though not an urgent issue now, these panels will most likely present a long-term problem
AJ Perri has been very good to this point, in resolving this significant issue. There seems to be a noticeable change in the company I initially dealt with, two & a half years agoAgain - just waiting on the panels issue - and the two techs informed me I would be receiving a follow-up call, regarding that.
 
[redacted]
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]

[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 [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

August 18, 2016   Revdex.com serving New Jersey  
12pt;">RE:       Revdex.com ID# [redacted]             [redacted]     A.J. Perri has received your email dated August 11, 2016, regarding the above-referenced complaint.  Thank you for bringing this matter to our attention and allowing us the opportunity to respond.  We have been in communication with [redacted] and have reached an amicable resolution. A.J. Perri prides itself on providing premier customer service and appreciates your assistance in resolving this dispute.  If you require additional information regarding this complaint, please contact me directly at [redacted] Respectfully submitted, Sametria A[redacted] Corporate Customer Relations Team Leader

I made an appointment for the advertised $99.00 Drain Cleaning .
On October 2 2015 A.J.perri tech '[redacted].' came to my home to snake the main sewer line below the basement floor. He quickly called me over to see the screen and explained that the rocks, mud, and insects visible on the monitor was due to a 'collapsed sewer line.' He also told me I needed a new toilet in the bathroom and gave me 3 choices: $911,$978 & $1097 uninstalled.
He saw I was visibly shocked and proceeded to tell me he had already contacted his co-worker who was in charge of scheduling and was on the way to explain to me the sewer replacement process and explain the costs involved and financing options. Mere minutes later, a man named 'Al' arrived in a polo shirt, khaki's and a clipboard, while the tech had already quickly cleaned up and headed out. Without viewing the monitor, he sat down handed me a 'visa type' credit application and explained the job would be approximately 8,000-16,000. There was no way of giving an exact estimate until they started jackhammering the tile floor to see the extent of the damage. Also, the job did not include replacing the concrete, or tile, and would be an additional $1260.00 just to put concrete back over the excavated area. I said I had to think about this as it was unexpected, So he offered to discount the price by 5% if I schedualed a date and signed contract now, or for 10% if I signed contract now & scheduled the job immediately for Monday 10-5-15. ( cause they had a cancellation !)

A.J. Perri stands behind all of our products and services with a 100% satisfaction guarantee.The client was contacted and a full refund has been issued.

November 23, 2015Revdex.com of New JerseyRE:    Revdex.com ID# [redacted]         [redacted]A.J. Perri has received your email
dated November 13, 2015, regarding the above-referenced complaint.  Thank you...

for bringing this matter to our
attention and allowing us the opportunity to respond.  We are currently in communication with
[redacted] to gain a better understanding of the complaint and hope to achieve an
amicable resolution very soon.A.J. Perri prides itself on providing
premier customer service and appreciates your assistance in resolving this
dispute.  If you require additional
information regarding this complaint, please feel free to contact me at [redacted]Respectfully, Janice H[redacted]Corporate Customer Relations Lead