Countryside Pools & Spas, Inc.

This is in response to Revdex.com [redacted]  Please be advised that the complaint has been resolved with our customer.  Let us know if additional information is needed.  Thank you.

This is in response to Revdex.com ID [redacted].  We did service Mr. [redacted]’s furnace in Nov ’15.  As noted on the invoice we did detect some rust around the inducer motor and noted some areas in the heat exchanger as well.  We also listed other component parts that checked out okay. ...

 We state honestly what we see or don’t see.   We did not include a quoted price for replacement or any repairs.  Since Mr. [redacted] has a home warranty we are thinking he may have went through them to have another company service his unit.  We most certainly will refund him the $64.95 that was paid by credit card.  The reimbursement will be refunded in the same manner he paid.   Please extend our apologies to Mr. [redacted] for any shortcomings he felt he received in the service we provided.    Thank you.

This is in response to Revdex.com ID [redacted].  Please be advised that all issues we know of are resolved at this point since our meeting on Friday, 4/15/16 with Mr. [redacted].  We believe that we have addressed Mr. [redacted]’s concerns to his satisfaction.  We are hoping to confirm resolution & will wait for your response.  Thank you.

This is in response to Revdex.com ID [redacted].  We do strive to continually meet and hopefully exceed our customers’ expectations in all aspects of service including pricing.  However, there is a cost of doing business.  Our prices are competitive in the market and generated using flat rate...

pricing which includes labor, parts and warranty.  Mr. [redacted] part was under warranty & not included in the price. We do apologize for any shortcomings in communication that our customer feels occurred. Even though we consider our pricing in-line we are concerned regarding our customer’s satisfaction.  We do appreciate his business and are interested in making an adjustment in the amount he paid.  We would like to offer a $250.00 refund which would be credited back to him on his card account.  We feel this is a very reasonable offer and a sincere attempt for resolution.  We will await your reply.  Thank you.

This is in response to Mr. [redacted]’s complaint which is Revdex.com ID [redacted]. We have tried everything to resolve the numerous issues that Mr. [redacted] has raised since the installation. We have gone beyond a reasonable attempt to satisfy the issues even though they extend far beyond the contracted work. We...

have completed all contracted work at this point. Mr. [redacted] is clearly not happy with the contracted price and that is the basis of these complaints. He openly admits he chose us even though we were higher and now he wants us to price match. During our last phone conversation Mr. [redacted] mocked, laughed and used extreme profanity while we discussed a resolution. After that conversation with the Vice President of the company, Bryant Heating & Cooling feels it can no longer service Mr. [redacted] while providing its employees with a safe environment. Due to this we notified Mr. [redacted] we would no longer be servicing his property. Our contract is up but we had a labor warranty remaining of 4 years and 8 months. We equate a 5 year warranty of $500 value. This is the offer to resolve the complaint as we feel returning to the jobsite is not an option following Mr. [redacted]’s behavior.  Thank you.

This is in response to Revdex.com ID [redacted].  Please note that while I have attempted contact by leaving voice mail messages for Mr. [redacted] we have not had an opportunity to speak yet regarding the situation.  Please extend my apologies to him for any lack of service and shortcomings in communication that he felt occurred at the time of service.  As a matter of good faith & an interest in expressing that we do sincerely value Mr. [redacted] as our customer, I would like to refund a portion of what he paid in the amount of $200.00.  Services were paid for by credit card.   I will wait for your response & if this is acceptable to him for resolution we will issue a refund of $200.00 through the method paid.  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 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,
[redacted]
They did call me, wanted to send another tech out to recheck the furnace, I told them no, because I just don’t trust them now, told them it is working good now. They are reimbursing my 60.00, so I’m satisfied[redacted]

[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to [redacted], 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,
[redacted]

I will accept the settlement offer of a refund of $658.00 from the business, Bryant Heating and Cooling.  Please let them know.  I am unable to complete acceptance of their offer from my laptop. 
Thanks so much for your help.  Please let me know if I need to do anything else.
 
[redacted]

This is in response to Revdex.com ID [redacted].  Please note that we have reached out to Mr. [redacted] & are waiting for a return call.  Our intention is to send a technician out to his home to address the a/c cooling issue along with a supervisor to monitor. We understand his frustration but at the same time we cannot put our technicians in an unsafe environment.  While there we can discuss and/or answer his questions regarding the contracted work completed thus far.  We have a sincere interest in finding a resolution to this matter & will reach out to Mr. [redacted] again to set up a service call if we don’t receive a return call.  We will keep you updated.  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:
In reference to complaint ID [redacted], I have received telephone calls from [redacted], Vice-President;  [redacted], Operations Manager; and [redacted], who is in charge of customer service.  These personnel have assured me that they will retrain their employees to handle situations such as mine properly in the future.  They have also promised and delivered 12 free filters to me, and agreed to provide free service checks on my HVAC equipment for the next five years.  I have accepted this offer and am satisfied that my relationship with Bryant will be much better from now on.
Regards,
[redacted]

This is in response to Revdex.com ID [redacted].   Please note that on 7/1/16 we spoke with Mr. [redacted] to address his concerns & agreed upon refunding $179.00 for the Gold Club membership for resolution.  (The refund was issued on his credit card & should have already been processed...

through his bank.)  Mr. [redacted] phoned us again shortly thereafter as there was an issue regarding a breaker.  He was going to speak with his wife for clarification.  We did not hear back from him and are unsure it that was resolved.  If the breaker was replaced, please let us know & we can issue an additional $50 as noted in the Revdex.com complaint as the approximate replacement value.  Please advise.  Thank you.

This is in response to Revdex.com ID [redacted].   The heat pump that our customer purchased is indeed rated up to a 15 seer.   The factor that comes into play when AHRI rates systems is based off of the performance rating of both the indoor & outdoor unit.  We give our...

technicians free rein to determine best equipment combination for the home & the home owner.  However, as always it is our customer’s decision to select as he or she chooses.  We did offer another equipment combination when checked by AHRI that would have yielded the desired seer rating.  We also quoted a more economical system in addition to the system our customer decided to purchase that would have been less expensive but would still heat & cool the home properly.  A properly designed HVAC system isn’t chosen based upon seer ratings but equipment that would be most desirable to the home comfort profile.   Seer ratings can be confusing and I apologize for any lack of communication that may have occurred.   In trying to come to a resolution we would like to offer our customer a $350 reimbursement which would cover the cost of the Energy Star rebate that was declined.  Please let us know if this would be would be satisfactory for resolution.   Again, please accept our apology for any lack of communication on our part.  Thank you.

This is in response to Revdex.com ID [redacted].  Please note that I have left a voice mail asking our customer to return call at his convenience.  I will keep you updated.  Thank you.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,[redacted]

This is in response to Revdex.com ID [redacted]  We strive to do our best to meet and hopefully 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 which not only includes parts, but also labor & warranty.   Our prices are not excessive.  Quite frankly there is a cost to doing business & the price of the part is just a small piece of the puzzle. But, in an attempt for resolution and a sincere interest in satisfying our customer, we would be interested in making an adjustment to the price that he paid.   We would like to offer him a refund in the amount of $100.00.  Hopefully Mr. [redacted] will consider this a fair resolution.  Please let us know.  We will await your reply.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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,
[redacted]
Whatever.You did not ask for a copy of the invoice when you first offered me $300 and you have made no attempt to make contact with me.I never got a phone call or a voicemail.

I have reviewed the response made by the business in reference to complaint ID [redacted], 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,[redacted]

This is in response to Revdex.com ID [redacted]. We plan to contact our customer directly to discuss. We will keep you advised. Thank you.

This is in response to Revdex.com ID [redacted].  In November we did replace the inducer motor & pressure switch on Mrs. [redacted]’s furnace.   Without having returned for a self-evaluation inspection it is difficult for us to have a definitive answer as to the condition of the parts that we...

replaced.   However, we by no means want Mrs. [redacted] to feel that she didn’t receive good service from us as that most certainly was not our intention.  We apologize for any miscommunication or lack of service she felt she received. Please let her know that we are issuing a refund in the amount of $943.00 & it should appear on her credit card statement shortly.  Thank you.