Countryside Pools & Spas, Inc.

This is in response to Revdex.com ID ***. Our goal has always been to best meet and hopefully exceed our customers’ expectations in all aspects of our service that we provide. I apologize for any shortcomings in service that our customer thinks happened. We most
certainly will refund the $that our she paid. Please let her know that the check will process and mail within to business days. Thank you

To whom it may concern,
This is in response to Revdex.com ID ***. It’s unfortunate that Mr*** feels he received less than adequate service from us. However, we do feel that there are issues with his units and it’s just a matter of time before breakdowns happen. I do
apologize that it wasn’t clearly stated at the time the service call was entered by our Customer Service Rep that pricing is per unit. He paid $total to service both units. I would like to offer to reimburse him that amount as compensation for any lack of communication that may have occurred. We will await your response. Thank you
*** ***
Manager

This is in response to Revdex.com ** *** Our records indicate the last time we provided service to *** *** was months ago. She did not indicate in the complaint that the repair did not fix the issue with her system which indicates that our diagnosis was
correct. Also, considering the length of time since service was provided the warranty for the repair has since expired. I want to reiterate that our pricing is not excessive and we are competitively priced in the market. However, with an interest in wanting her to be satisfied with our service we would like to offer a refund in the amount of $150.00. We feel this is a more than fair offer for resolution. If she accepts the offer we will refund by check which she should receive in approximately - business days. Please advise. Thank you

This is in response to Revdex.com ID ***. Please be advised that we have been in contact with Mr*** and feel that the situation has been resolved to his satisfaction. A reimbursement is in process & he should receive it within to business days. If additional
information is needed please let us know. Thank you

This is in response to Revdex.com ID ***. First, I would like to apologize to our customer for any shortcomings or inadequacies in service that he felt was experienced in regards to the furnace this past MarchWe did converse with him to address his concerns regarding the furnace at that time
& also it was discussed that a monetary reimbursement was not an option for the a/c installation done the previous year in June ’ We sincerely do try to resolve situations in an attempt to come to a mutual agreement that would satisfy both parties but our position regarding a monetary refund has not changed. In June ’we received a call requesting service as their a/c was not cooling. We diagnosed the issue and discussed repairs and replacement options. Our customer decided to replace the unit and we did so according to contract. There was no wrong doing on our part. However, I do understand that Mr*** has lost confidence in our service since then We are interested in keeping him as our customer and want to regain his confidence. Our customer has been a part of our Preventive Maintenance program in the past. We would like to extend an offer to continue that program free of charge for an additional years. Please let us know if this would be of interest. We will await your response. Thank you

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.Regards,*** ***

[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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
It is September 18th and I have still not received the refund

This is in response to Revdex.com ID ***. Per our customer’s request we have attempted to contact him by phoneWe are waiting for a return call. Please be advised that it is our intention to reimburse the $diagnostic fee that he paid as he has requested. 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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Issue resolved

This is in response to Revdex.com ID *** We did diagnose that there are issues with Mr***’s compressor. Mr*** didn’t state which part he had replaced by the other people but assume it was the capacitor. Unfortunately, that is only a short-term fix & it’s just a
matter of time before his compressor will fail. Being a reputable company we are sorry to hear Mr*** thinks otherwise. He paid $for our service by credit card. We will issue a refund to him by the method he paid in the amount of $ If additional information is needed please let us know. 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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The repairs to the floors were completed on 8/18, days after this response claims they were repairedThe reason we have rejected the offer is because an offer was made by *** (Vice President of Bryant Heating and Cooling) to credit our account $and repair the damage to the floor*** stated he would not credit us the $until the Revdex.com complaint was closed We have been waiting on that offer to be presented through this processAlso, *** told us to never call Bryant Heating and Cooling ever again once this Revdex.com was resolvedWhy would we want to continue a maintenance plan with a company that doesn't want our business or value their customer? Please fulfill the promise made to us by *** and the matter can be closed. To summarize, the Vice President stated he would provide a credit of $to our account and repair the floors to resolve the issueOnce this is documented, the claim can be resolved
Regards,
*** ***

This is in response to Revdex.com ID ***. Please let Ms*** know the refund was processed this week & will mail today. She may receive the check in the mail as early as tomorrow or possibly Monday. 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 ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

This is in response to Revdex.com ID ***. I have not received a return call from our customer yet. Please note that I will reach out to him again. I will update you asap. Thank you

This is in response to Revdex.com ID ***. It was noted on the desired outcome on the complaint that we would refund the diagnostic fee. Please let our customer know that his mother's check had not been deposited yet. Our accounting department has voided her check & will mail it
back. Her check will be returned in place of a reimbursement check from us. Please extend our apologizes for any dissatisfaction they had with our service. Thank you

This is in response to Revdex.com ID ***Please note that we have worked directly with our customer and feel that the situation has been resolvedWhile unfortunate, it sometimes takes time to determine the root of the problem and we do apologize for not getting this taken care of much more
expeditiouslyThe system was thoroughly inspected and we have since then corrected the issues causing the problemMr*** is currently a preventive maintenance program customerWe would like to offer a complimentary membership for additional years in an attempt to compensate him for inconveniences we have causedWe will await your replyThank you

This is in response to Revdex.com ID [redacted].  Our goal is to do our best to meet and preferably exceed our customers’ expectations in all aspects of service.  It is encouraged to inquire about any aspect of our service including pricing if it’s thought to be out of line.  However, our...

prices are competitive in the market and generated using flat rate pricing.  Equipment/parts, labor costs, warranties, and overhead costs are all reviewed & bundled together into a fixed price.  Flat rate pricing is advantageous so that customers know the costs upfront by receiving a firm quote, before work begins.  It is independent of if an installation takes longer than expected or less than expected along with other variables that could alter the costs.  Customers’ pay the same using flat rate pricing.   Our prices are not excessive & are in line with other companies similar to us in the market place.  Mr. [redacted]’ installation was during Memorial Day weekend on 5/28.  We do not charge overtime, holiday or weekend rates.   We hope this response answers his request for information regarding pricing. In reference to the removal of the old equipment, it’s my understanding that it was picked up from his home on 6/8.  We do apologize for the delay in removal.   I might add that Mr. [redacted] purchased a highly efficient Infinity system & we are confident that it will provide great service for many years to come.   Thank you.

This is in response to Revdex.com ID #[redacted]  In reviewing the invoice for this service call (see attachment) we did recommend replacing the unit.  But, our technician did not include the pricing for replacement on the invoice.  However, as stated by Mr. [redacted] an approximate price for...

replacement was quoted verbally.   Repair pricing was included as an option on the invoice if not interested in replacement.   Repairs can get costly as time goes on.   Rather than continually sinking money into a unit that has issues we do think that repairing is not always the best option.  Many times it’s only a band-aid and just a short term fix with the unit continually breaking as parts go bad.  We diagnosed the unit having multiple issues including problem with the thermostat.  However, it is the customers decision in the end.   I believe better communication regarding an estimate for replacement would have been helpful.  We value the relationships we develop with our customers.  As a matter of goodwill we are interested in reimbursing Mr. [redacted] the $249.00 that he paid to have his thermostat replaced.  We apologize for any lack of communication.  We will await for your reply. 
 
Thank you.
 
[redacted]
Manager
Bryant Heating & Cooling