RE: Complaint #[redacted] Ms [redacted]We did a sewer replacement at Ms. [redacted]'s home in February 2015.At the time we did the work we advised her that we would return whenwe had better weather to do the concrete work. We did complete what we had promised her to do on 4/14/2015. See...
attached invoice for furtherdetails. It states right on the invoice that we are not responsible for anylandscaping work which would include reseeding the grass etc. Theinvoice also states we will return when weather is warmer to re cementthe porch. As I stated we were at the customers home on 4/14/2015 andtook care of what we needed to. We are sorry for the delay and couldn'tpin down a date we could do the work due to one day would be nice but then the next day would call for rain and we can't cement with any rainin the forecast or it would ruin the work we did. We did adviseMiss [redacted] that we had a list of customers we needed to finish some concrete work for when weather allowed we just couldn't give a specificdate when it would be completed by it would just all depend on the weatherand how it cooperated. As far as I'm aware Ms. [redacted] is not satisfiedher concrete is finished and we told her she would need to have someonein or she would need to do the landscaping. If you have any furtherquestions please call us at ###-###-####.
I used my AC in September and shut It off until the end of June after I got back from vacation when I reported the warm air. I never used it back in April may or June since I was gone most of June on business and vacation Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Enclosed is a copy of our invoice which Mr [redacted] did sign, it clearly states that we were going to replace up to 20 feet of gas pipe doing a direct insert. It also clearly states that if there are any leaks on the inside of the house or if we needed to trench it would be additional....
Mr [redacted] was aware of this and signed the contract. Greg the first plumber was there on 8/28 from 12-3pm, and Patrick the second plumber was there on 8/29 from 1-4pm. The deposit that was put down covered the time and work that was performed by Greg and Patrick. After we determined we could no longer proceed with the job do to trenching the customer became upset that it would be additionaland stated he would dig the additional himself. The amount that was paid covers services that were rendered. Had Mr [redacted] agreed to let us finish the rest of the job we would have been happy to do that. Being he decided to let another company finish the job the deposit amount that was paid covers the services that were rendered.
We were called to this customers home 9/1/2016 for their free annual air conditioning inspection, at that time the customer did state the air was blowing warm. We tested freon levels and it was short on freon and weadded the necessary amount. The customers system was working fine and we did...
not hear of any problems from them until 7/7/2017. So the air conditioner worked fine the month of September, October, April, May, June, and up until July 7th when the customer called us (this would be the time frame a customer would use their air conditioner, excluding the colder months, and we had some hot days in the month of June). We are not liable for the deterioration that occurred to the coil from 9/1/2016-7/7/2017. If you have any further questions we can be reached at 724-864-0188.
Anything could have happened to that pipe from 2/2011 until now, it has been over 4 years since that work was done. Typically it is correct for us to charge a $99.00 diagnostic fee to go out and check the situation plus the repair. I have called Miss [redacted] and left a message at...
###-###-####. I am going to offer the customer we will waive the fee for coming up and will check over the work that was done at no cost. As I had stated the pipe could have came apart or anything could have happened until we send someone out we dont know what the situation is. As soon as Miss [redacted] calls me back we will set up an appointment with her to review the work and go from there.
In response to complaint ID [redacted], We stand by what we have stated prior that we were called to the customer's home for the air conditioner not working properly (not cooling adequately), the suction valve was leaking which was causing the system to lose refrigerant. Had we not replaced the suction valve the system would have lost all refrigerant and not worked at all. It is unfortunate that there was another problem with the air conditioner which was the compressor. As you stated as well the other technician you had out to your home told you it was possible for the compressor to fail after replacing a suction valve, I agree with the other technican that it is a rare occurance and unfortunate that is what happened in your situation. Joe (the technician that did the work at your home) has a total of 10 plus years in the field and is a certified HVAC technician. We would have to disregard any 3rd party information in regards to our workmanship as you have not provided any written documentation showing this technicians findings and his credentials. We also are aware that it is common in this industry for technicians to criticize each others work to capitalize on an opportunity for themselves to do work. We would be more than willing to send someone back out at no cost to check these items mentioned but are very confident everything is done as it should have been. We did state to you that cash was the preferred method of payment but was not required. There is a higher chance when someone needs more than one item done they feel it is of the company's fault and usually that is when you run a higher risk of a customer passing a bad check. To safeguard against this our preferred method of payment was cash but by no means was required to do the job. We offered you the best solutions we could which would be to do the txv valve at a reduced price or a very generous price on a new system. We propose all options available to the customer to let them make the decision as to what route they want to go. As stated above it is impossible to restore the unit to its original functionality and this work has already been done. We again are very sorry to hear of your disappointment with our company and feel we have done everything possible within reason to satisfy you. Should you have any further questions or concerns please feel free to contact our office.
We are sorry to hear of your dissatisfaction. As we had stated to you on the phone our records indicate that we did make courtesy calls to the number we have on file to schedule for both furnace and air conditioning checks. In addition to us calling you, you are also welcome to call...
our office at anytime you would like to schedule for one of your inspections. What we are willing to do is get your inspections scheduled for you and in addition to that we will also do a one time FREE cleaning on your air conditioner and furnace when we come for the inspections (which is normally an additional cost). Please feel free to contact our office and we would be happy to schedule you immediately for the free furnace and AC check and do the FREE cleanings on both systems. Thank you!!!
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]
The customer called our office to schedule for the free air conditioning check up that they are entitled to with the service agreement they purchased with our company. The customer stated when he scheduled the call that the air conditioner was working but not properly. We went to the...
home on Saturday 8-1-15 and did the free inspection which at that time our technician found a leaking suction valve on the condensing unit which was causing the system to produce less air flow in the house. Had this valve not been replaced eventually the system would have not produced any cold air at all to the home so the system at some point (days) would have quit working all together. We called the customer on Monday 8-3-15, and gave them the price on what it would cost to replace the valve and the customer agreed and we did the work. We were contacted back by the customer on 8-6-15 stating that they were still not getting cold air, at that time we sent a technician out who then found there was an additional problem with the compressor, so we gave the customer a price on replacing that and did the work. Being the suction valve was leaking refrigerant we were unable to test for any further problems until we got that up and running. With furnaces and air conditioners sometimes until you get one part up and running you cannot properly test other components of the system to know of any further problems with other parts. We provide all warranty information to the customer on the invoice which I have enclosed copies of the contracts with this email. Per the back of the invoice all workmanship has a 30 day warranty and parts all have different warranties which are specified on each invoice based on the call. The customer was still having an issue with the air conditioner after we put the compressor in and our technician spoke to the manufacturer's technical support line and it was determined he would also need a txv valve installed as well. The customer declined to have this additional part done. We did want to receive payment in cash rather than check being some customers then feel they will just stop the payment and not pay for the additional work, this has happened to our company before and we were just trying to avoid the situation from occuring again. Prior to getting the compressor it was suggested to the customer that they may also want to consider the option of replacing the unit rather than investing money for these parts, the customers reply was who would put in a new system in August. We gave the customer all prices up front before doing any work, gave a second option of replacing the unit rather than to keep investing money with parts, offered the customer our lowest prices possible for the repairs, and did the best we could with the situation we were dealing with. We unfortunately are unable to restore the unit back to the condition it was in when we first arrived on 8/1/2015, as I stated before it was just a matter of time (days) before the system would have went down completely being it was losing refrigerant. We cannot remove parts that are already installed the parts are now used and cannot be returned as well as the labor time is already done. All the parts that were installed were necessary. We would be willing to talk with the customer about a significant price reduction on a new system if they are interested in going that route, or can negotiate a lesser price for the txv valve. We try our best to satisfy all customers as best as possible and would be willing to do whatever necessary within reason to come to a solution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Once again, I reject your response to my complaint. Youcontinue to insist that I called for service due to the air conditioner notoperating properly (not cooling adequately). I indicated at the time of my callthat I thought the de-humidifier was the issue. The air conditioning system WAS working and cooling theentire house. I find it hypocritical that you are willing to accept the accountof the third party service man in regards to his statement that it’s possiblethat the compressor could malfunction, but you conveniently neglected to acknowledgethat he also indicated that it was “highly improbable and very unlikely thatsuch an occurrence would happen at just that precise moment”. You also state“We would have to disregard any 3rd party information in regards toour workmanship as you have not provided any documentation showing thistechnicians (sic) findings and his credentials.” You can’t have it bothways. Nonetheless, this reputableservice man physically presented to me the poor workmanship. He restored it toprofessional standards and did not charge me for it. I repeat, he did notcharge for re-doing the shoddy work of your certified HVAC technician. Not allservice repair businesses operate on the model of WAP, and in your own words,to “capitalize on an opportunity”.You claim you offered the best solution to solving my airconditioning “problem”. For you perhaps, because in each misdiagnosed instanceit cost me more money. Simply put – the fact is I had a functioning airconditioning unit on August 5th prior to your “professionals”working on my unit and after giving your company nearly $2,000 I had NO air conditioning and youwanted even more of my hard earned money with no guarantee that your next guesswould fix it. Your ultimate solution was to replace the entire unit in arelatively new home. This is a great resolution for you but not so wonderfulfor me. More money goes into your pocket, more out of mine. What truly isbothersome is that, absolutely nowhere in your responses do you offer anapology or attest to any financial risk (cash only transactions), incompetence, responsibility oraccountability, only the profound diagnosis and mantra “things happen” by yourten year “certified HVAC technician”.In conclusion, I am very disappointed in your reply. Ibelieve my request for a $1,100 refund is very rational. Since you do notbelieve that WAP is responsible for the escalating “repair” costs of myfunctioning air conditioning unit and you “have done everything possible withinreason to satisfy” me, I will explore other options in regards to settling thisissue if you do not consider my request reasonable. In the interim I will besure to alert my friends and many others of your business methods and conduct.
Regards,
[redacted]
With the service agreement plan that you bought as it states on the agreement you are entitled to a free furnace, air conditioning, and plumbing check...One of each of these yearly.The check itself is free the cleanings are additional if you choose to have a cleaning which we do recommend. We are willing to give you at no cost a free cleaning of both the furnace and air conditioner at no cost to you. We as a courtesy give you reminder calls to see if you are ready to schedule your free checks but it does not state anywhere on our contract that we are responsible to call you to schedule the checks or we will refund you your money.Again, we do make reminder and cold calls our to see if your ready to schedule but most of our other customers call when they are ready for the checks because everyone's preference is different as to if they want them done in the beginning or end of that season. Please feel free to contact us to schedule your free inspections and we will do the free cleanings as well. We have not breached any end of our contract such as refusing to come out to service your systems, therefore we are not refunding the money but will honor the agreement you did purchase and would be happy to do the annual check ups. Please feel free to contact our office to set up appointments that would be convenient for you. Thank you!
RE: Complaint #[redacted] Ms [redacted]We did a sewer replacement at Ms. [redacted]'s home in February 2015.At the time we did the work we advised her that we would return whenwe had better weather to do the concrete work. We did complete what we had promised her to do on 4/14/2015. See...
attached invoice for furtherdetails. It states right on the invoice that we are not responsible for anylandscaping work which would include reseeding the grass etc. Theinvoice also states we will return when weather is warmer to re cementthe porch. As I stated we were at the customers home on 4/14/2015 andtook care of what we needed to. We are sorry for the delay and couldn'tpin down a date we could do the work due to one day would be nice but then the next day would call for rain and we can't cement with any rainin the forecast or it would ruin the work we did. We did adviseMiss [redacted] that we had a list of customers we needed to finish some concrete work for when weather allowed we just couldn't give a specificdate when it would be completed by it would just all depend on the weatherand how it cooperated. As far as I'm aware Ms. [redacted] is not satisfiedher concrete is finished and we told her she would need to have someonein or she would need to do the landscaping. If you have any furtherquestions please call us at ###-###-####.
I used my AC in September and shut It off until the end of June after I got back from vacation when I reported the warm air. I never used it back in April may or June since I was gone most of June on business and vacation Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Enclosed is a copy of our invoice which Mr [redacted] did sign, it clearly states that we were going to replace up to 20 feet of gas pipe doing a direct insert. It also clearly states that if there are any leaks on the inside of the house or if we needed to trench it would be additional....
Mr [redacted] was aware of this and signed the contract. Greg the first plumber was there on 8/28 from 12-3pm, and Patrick the second plumber was there on 8/29 from 1-4pm. The deposit that was put down covered the time and work that was performed by Greg and Patrick. After we determined we could no longer proceed with the job do to trenching the customer became upset that it would be additionaland stated he would dig the additional himself. The amount that was paid covers services that were rendered. Had Mr [redacted] agreed to let us finish the rest of the job we would have been happy to do that. Being he decided to let another company finish the job the deposit amount that was paid covers the services that were rendered.
We were called to this customers home 9/1/2016 for their free annual air conditioning inspection, at that time the customer did state the air was blowing warm. We tested freon levels and it was short on freon and weadded the necessary amount. The customers system was working fine and we did...
not hear of any problems from them until 7/7/2017. So the air conditioner worked fine the month of September, October, April, May, June, and up until July 7th when the customer called us (this would be the time frame a customer would use their air conditioner, excluding the colder months, and we had some hot days in the month of June). We are not liable for the deterioration that occurred to the coil from 9/1/2016-7/7/2017. If you have any further questions we can be reached at 724-864-0188.
Anything could have happened to that pipe from 2/2011 until now, it has been over 4 years since that work was done. Typically it is correct for us to charge a $99.00 diagnostic fee to go out and check the situation plus the repair. I have called Miss [redacted] and left a message at...
###-###-####. I am going to offer the customer we will waive the fee for coming up and will check over the work that was done at no cost. As I had stated the pipe could have came apart or anything could have happened until we send someone out we dont know what the situation is. As soon as Miss [redacted] calls me back we will set up an appointment with her to review the work and go from there.
In response to complaint ID [redacted], We stand by what we have stated prior that we were called to the customer's home for the air conditioner not working properly (not cooling adequately), the suction valve was leaking which was causing the system to lose refrigerant. Had we not replaced the suction valve the system would have lost all refrigerant and not worked at all. It is unfortunate that there was another problem with the air conditioner which was the compressor. As you stated as well the other technician you had out to your home told you it was possible for the compressor to fail after replacing a suction valve, I agree with the other technican that it is a rare occurance and unfortunate that is what happened in your situation. Joe (the technician that did the work at your home) has a total of 10 plus years in the field and is a certified HVAC technician. We would have to disregard any 3rd party information in regards to our workmanship as you have not provided any written documentation showing this technicians findings and his credentials. We also are aware that it is common in this industry for technicians to criticize each others work to capitalize on an opportunity for themselves to do work. We would be more than willing to send someone back out at no cost to check these items mentioned but are very confident everything is done as it should have been. We did state to you that cash was the preferred method of payment but was not required. There is a higher chance when someone needs more than one item done they feel it is of the company's fault and usually that is when you run a higher risk of a customer passing a bad check. To safeguard against this our preferred method of payment was cash but by no means was required to do the job. We offered you the best solutions we could which would be to do the txv valve at a reduced price or a very generous price on a new system. We propose all options available to the customer to let them make the decision as to what route they want to go. As stated above it is impossible to restore the unit to its original functionality and this work has already been done. We again are very sorry to hear of your disappointment with our company and feel we have done everything possible within reason to satisfy you. Should you have any further questions or concerns please feel free to contact our office.
We are sorry to hear of your dissatisfaction. As we had stated to you on the phone our records indicate that we did make courtesy calls to the number we have on file to schedule for both furnace and air conditioning checks. In addition to us calling you, you are also welcome to call...
our office at anytime you would like to schedule for one of your inspections. What we are willing to do is get your inspections scheduled for you and in addition to that we will also do a one time FREE cleaning on your air conditioner and furnace when we come for the inspections (which is normally an additional cost). Please feel free to contact our office and we would be happy to schedule you immediately for the free furnace and AC check and do the FREE cleanings on both systems. Thank you!!!
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]
The customer called our office to schedule for the free air conditioning check up that they are entitled to with the service agreement they purchased with our company. The customer stated when he scheduled the call that the air conditioner was working but not properly. We went to the...
home on Saturday 8-1-15 and did the free inspection which at that time our technician found a leaking suction valve on the condensing unit which was causing the system to produce less air flow in the house. Had this valve not been replaced eventually the system would have not produced any cold air at all to the home so the system at some point (days) would have quit working all together. We called the customer on Monday 8-3-15, and gave them the price on what it would cost to replace the valve and the customer agreed and we did the work. We were contacted back by the customer on 8-6-15 stating that they were still not getting cold air, at that time we sent a technician out who then found there was an additional problem with the compressor, so we gave the customer a price on replacing that and did the work. Being the suction valve was leaking refrigerant we were unable to test for any further problems until we got that up and running. With furnaces and air conditioners sometimes until you get one part up and running you cannot properly test other components of the system to know of any further problems with other parts. We provide all warranty information to the customer on the invoice which I have enclosed copies of the contracts with this email. Per the back of the invoice all workmanship has a 30 day warranty and parts all have different warranties which are specified on each invoice based on the call. The customer was still having an issue with the air conditioner after we put the compressor in and our technician spoke to the manufacturer's technical support line and it was determined he would also need a txv valve installed as well. The customer declined to have this additional part done. We did want to receive payment in cash rather than check being some customers then feel they will just stop the payment and not pay for the additional work, this has happened to our company before and we were just trying to avoid the situation from occuring again. Prior to getting the compressor it was suggested to the customer that they may also want to consider the option of replacing the unit rather than investing money for these parts, the customers reply was who would put in a new system in August. We gave the customer all prices up front before doing any work, gave a second option of replacing the unit rather than to keep investing money with parts, offered the customer our lowest prices possible for the repairs, and did the best we could with the situation we were dealing with. We unfortunately are unable to restore the unit back to the condition it was in when we first arrived on 8/1/2015, as I stated before it was just a matter of time (days) before the system would have went down completely being it was losing refrigerant. We cannot remove parts that are already installed the parts are now used and cannot be returned as well as the labor time is already done. All the parts that were installed were necessary. We would be willing to talk with the customer about a significant price reduction on a new system if they are interested in going that route, or can negotiate a lesser price for the txv valve. We try our best to satisfy all customers as best as possible and would be willing to do whatever necessary within reason to come to a solution.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Once again, I reject your response to my complaint. Youcontinue to insist that I called for service due to the air conditioner notoperating properly (not cooling adequately). I indicated at the time of my callthat I thought the de-humidifier was the issue. The air conditioning system WAS working and cooling theentire house. I find it hypocritical that you are willing to accept the accountof the third party service man in regards to his statement that it’s possiblethat the compressor could malfunction, but you conveniently neglected to acknowledgethat he also indicated that it was “highly improbable and very unlikely thatsuch an occurrence would happen at just that precise moment”. You also state“We would have to disregard any 3rd party information in regards toour workmanship as you have not provided any documentation showing thistechnicians (sic) findings and his credentials.” You can’t have it bothways. Nonetheless, this reputableservice man physically presented to me the poor workmanship. He restored it toprofessional standards and did not charge me for it. I repeat, he did notcharge for re-doing the shoddy work of your certified HVAC technician. Not allservice repair businesses operate on the model of WAP, and in your own words,to “capitalize on an opportunity”.You claim you offered the best solution to solving my airconditioning “problem”. For you perhaps, because in each misdiagnosed instanceit cost me more money. Simply put – the fact is I had a functioning airconditioning unit on August 5th prior to your “professionals”working on my unit and after giving your company nearly $2,000 I had NO air conditioning and youwanted even more of my hard earned money with no guarantee that your next guesswould fix it. Your ultimate solution was to replace the entire unit in arelatively new home. This is a great resolution for you but not so wonderfulfor me. More money goes into your pocket, more out of mine. What truly isbothersome is that, absolutely nowhere in your responses do you offer anapology or attest to any financial risk (cash only transactions), incompetence, responsibility oraccountability, only the profound diagnosis and mantra “things happen” by yourten year “certified HVAC technician”.In conclusion, I am very disappointed in your reply. Ibelieve my request for a $1,100 refund is very rational. Since you do notbelieve that WAP is responsible for the escalating “repair” costs of myfunctioning air conditioning unit and you “have done everything possible withinreason to satisfy” me, I will explore other options in regards to settling thisissue if you do not consider my request reasonable. In the interim I will besure to alert my friends and many others of your business methods and conduct.
Regards,
[redacted]
With the service agreement plan that you bought as it states on the agreement you are entitled to a free furnace, air conditioning, and plumbing check...One of each of these yearly.The check itself is free the cleanings are additional if you choose to have a cleaning which we do recommend. We are willing to give you at no cost a free cleaning of both the furnace and air conditioner at no cost to you. We as a courtesy give you reminder calls to see if you are ready to schedule your free checks but it does not state anywhere on our contract that we are responsible to call you to schedule the checks or we will refund you your money.Again, we do make reminder and cold calls our to see if your ready to schedule but most of our other customers call when they are ready for the checks because everyone's preference is different as to if they want them done in the beginning or end of that season. Please feel free to contact us to schedule your free inspections and we will do the free cleanings as well. We have not breached any end of our contract such as refusing to come out to service your systems, therefore we are not refunding the money but will honor the agreement you did purchase and would be happy to do the annual check ups. Please feel free to contact our office to set up appointments that would be convenient for you. Thank you!