Countryside Pools & Spas, Inc.

Good afternoon Ms. [redacted]   I have confirmed with my bank that Bryant Heating and Cooling has reversed the agreed settlement amount of $658.00  on my credit card.  I am satisfied with this settlement and now consider my complaint as closed.   Thanks so much for all of the help from you and the Revdex.com.   Best Regards,   [redacted]

This is in response to Revdex.com ID[redacted]. Please extend our apologies for any lack of communication that may have occurred during Ms. [redacted]'s conversations with our Customer Service Representatives.  Please let her know that we are issuing a refund in the amount of $89.50.  The check will...

mail in approximately 7 - 10 business days.  Thank you.

This is in response to Revdex.com ID [redacted].  We do apologize for any shortcomings in communication and service that our customer feels occurred.  Ms. [redacted]’s concern was she thought the new unit was too loud.  We did take the appropriate steps in attempting to address her concern. ...

Some modifications were completed, but it did not correct the issue to her satisfaction.  We also set up an appointment for a Carrier representative to inspect the system. He determined the unit was operating properly and the sound level was normal.  With a genuine interest in trying to satisfy our customer we moved the unit around the corner of the home.   Moving the unit did not correct the issue to her satisfaction.  So in order to resolve the situation we then moved the unit to the other side of the home requiring us to hire an electrician to run additional wiring and do a complete reinstall of the A/C system.   Much communication and coordination was involved.  By moving the system to the other side of the home we were under the impression from Ms. [redacted] that this would be sufficient to resolve her complaint.   We feel that we went beyond what most other companies would have done in an attempt to satisfy our customer.   Also, I might add that our pricing is competitive in the market and is not out of line. However, we are willing to make an additional offer of a $500 adjustment to their account hopefully to reach a resolution.  If the offer is accepted our accounting department will initiate the credit through the financial institution in the amount agreed upon & we will consider the issue resolved.  Thank you.

This is in response to Revdex.com ID [redacted].  During a conversation with Mr. [redacted] we offered to set up an...

appointment for a Carrier Technical Advisor to visit his home to access the situation.  We need Mr. [redacted]'s approval to do so.  He has also previously been advised that we will cover all repair expenses related to the water damage.  We sincerely apologize for the inconvenience of the situation and want to come to a resolution that will satisfy both parties.  However, removal of the system and a full refund is not an option.  We would very much like to coordinate having the Carrier Technical Advisor go to Mr. [redacted]'s home but as stated we do need his approval.  We will await your response.  Thank you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The contracted work you speak of was a complete installation of a new HVAC system. I would assume that would be to the customer's specifications and satisfaction. You have NOT completed this work! The unit and ductwork were not placed where I wanted them. This caused a complete change of the intended use of my entire downstairs, but I gave on that and agreed to work with it. The issues that I have brought up are all issues because your workers did not do them right the first time around. I have had to repeatedly call you to get someone to come fix one thing after another that was not done right. I have given you lists of problems on multiple occasions only to get a few items on the list taken care of. The last time someone came out to assess the problems I had they made a list. 2 weeks later when I called I was told you were waiting for vent covers to come in! A few days later I got a call saying vent covers were in and when the guy showed up that's ALL he had! He said he didn't know anything about any of the other issues and he couldn't fix them because it wasn't on his work order! They still are not fixed! This has been going on since early December! As far as your assumption that I was unhappy with the price, that is not the case at all!! I will happily pay a premium price for premium service! My problem is that I did not get premium service! I have had nothing but headaches. I have had to hound you guys to get work done. You tore up my house and stole my supplies. So yeah, I finally lost it and cussed at you. Now on to my new complaint... on Saturday it was the first really warm day and we were working in the house. At 1:30 the temperature inside hit 75 so I closed the windows and turned on the A/C. It was only 66 outside. By 6:30 the inside temperature hit 80 and the A/C was set at 60! I opened the windows back up and turned it off! The price was not the issue, your shoddy workmanship and inability to communicate and meet your customers expectations is the problem! You also said you were giving me $500.00 back and revoking my warranty, but big surprise... I haven't received any money from you! It amazes me you guys have been able to stay in business this long!
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
Regards,
[redacted]

This is in response to Revdex.com ID [redacted].  Please note that we have contacted our customer to set up a Quality Audit visit.  Mrs. [redacted] stated that the system is working fine now.  She will call us back shortly & let us know if still interested in our manager coming to do an...

inspection.  We will update as soon as a decision is made.  Thank you.

Received call from Steve [redacted], Service Manager at Luther Brookdale Toyota.Mr [redacted] indicates that the dealership has scheduled an appointment with Mr [redacted] for Monday, 11/7, to attempt to address his concerns.(Revdex.com has relayed this by phone to Mr [redacted] -- asked him to report back to Revdex.com after 11/7...

as to whether he feels his concerns are being addressed.)