Katen Pest Control

Complaint: I am rejecting this response because:Please be advised that this message reflects my sole thoughts and opinions and does not necessarily reflect those of Liela Garcia or Eric Pagan, nor should it have any bearing on any agreement that you have entered into with either party First, I appreciate the apology issued by MrV [redacted] This is the first time that any apology has been given or any remorse has been shown As a woman, runner of my household, and customer, I am deeply concerned about the customer service and actual service provided by this companyIn this current state of affairs, where my family remains in an unhealthily stifling house and MrV [redacted] loses business as a result of his company’s unprofessionalism, no one wins The events prompting this complaint are as follows: It was not until I initiated a call on Aug11, after the service window had expired, that I was informed that the technician would arrive in the afternoon rather than in the morning as planned When the technician failed to arrive on the 11th at all, I called AMV again on AugI was then informed that a technician would be out on that day Two AMV technicians did arrive on Augto service the unitThe technicians were very polite and seemed to be knowledgeable of the HVAC systemThey advised that parts would be needed to complete the repair MrV [redacted] advises that AMV began searching for the part the “next morning” When the company was contacted on Aug13, it was advised that the work orders from the previous day had not yet been submitted so there was no update at that time It was not until Aug– six days later - that it was determined that the part was at the supplier Service was then scheduled for August 28, another ten days out with the possibility of a sooner call if a slot became available Instead, I received a call on Augthat a technician would be out on that afternoon I then received a call an hour later stating that the technician went to pick up the part and they could not locate it in the warehouseI was advised that I would be contacted with the status of the part On August - five days after the Augmishap and three days after the project was supposed to be completed - I called AMV for an update of the part because I had not been contactedNo one answered, so I left a message I received a return call that afternoon that it was on a container on the mainland and should arrive in two-three weeks; however they were unable to tell me when that two- to three-week time frame began Did they expect it two-three weeks from the date of my additional follcall (Aug31)? Or was it two-three weeks from Augwhen they knew they could not find the part that they were supposed to have either on Augor on Aug28? I inquired about expediting the partAmi advised that she was attempting to reach a supervisor to see about having the part flown over and that she would call me the following afternoon, Sept As of today, Sept8, I have not received a return call from AMV Having worked for a very reputable Fortune service company in the mainland for many years, I am very aware of the challenges that can arise when completing a service callMy issue is with the customer service and lack of communication When your technician is not going to show up, it is not simply a common courtesy but a required business practice to call the customer and advise them of thisIf you are rescheduling for another day, the customer should be contacted and advised so that they can make sure that they are available As the customer, I should never have to assume from what schedule the company is workingIt should not be left to assumptions that because the technician did not arrive the day before as scheduled that they would arrive the next day If there is a part involved, and additional service calls need to be scheduled, a customer expects to be updated on the status of the part and on the follow up service If you are told you will be called back, you expect that call Moreover, I provided ample time to receive such return calls I informed MrV [redacted] of my pregnancy, my asthma, and my son’s heat rash that he developed due to the extreme heat AMV was on notice that this particular service call was a matter of health, not simply of convenience or comfortHis response that he is “not a female so [he] does not know what pregnant women feel emotionally, but as long as there is no fire in your home [he] doesn’t see it being a problem having to be rescheduled the following day” is both childish and rude Moreover, rather than respectfully responding to an issue, he completely dismissed a customer in a condescending manner This is exemplary of the customer service I received throughout this transaction As another example, I advised MrV [redacted] of my intent to open a complaint with the Revdex.com prior to opening this complaintRather than addressing my issue, he told me that he would open a complaint against me in response He stated that he “sincerely welcome[ed my] complaint to the Revdex.com of Hawaii [He would] just copy and paste [his] reply via email and send it to the Revdex.com of Hawaii so [his] reply [could] go public.” To highlight his point, he added: “As a matter of fact I'm copying the Revdex.com of Hawaii so they can open a case for you right now.” Finally, he threatened to not complete the much-needed service at all absent an apology from me for addressing my concerns with the Revdex.com As a customer, I should be able to express any concerns that I have about the service (or lack thereof) that I received without suffering the demeaning, unprofessional comments I received via email and as a result of this complaint from AMV As a business owner, MrV [redacted] should receive constructive criticism and make the necessary changes, not threaten to “report” me or to not complete the service I appreciate the proper use of this forum as a place to alert potential new customers to the type of service they may receive Sincerely, Sharilynn H***

Sharilynn H [redacted] Waianae, Hawaii Daytime# 502- [redacted] email: mrsh*** I sincerely apologize to MrsH [redacted] that my wife Ami failed to notify MrsH [redacted] that our technician could not fit in this trouble call late in the afternoonWhen our trouble calls are scheduled we have no idea what each tech is up against, oftentimes the AC system can be repaired with minor parts we stock in our service vehicles, it takes extra time to do the repair, but in some cases we need to order parts and reschedule for another dayApparently from the looks of things it was one of those days where that service tech assigned to this tenant, MrsH [redacted] just ran out of day light hours on the afternoon of AMV contacted her the following morning on and sent a service technician first thing in the morning My wife Ami receives the field tech's invoices the following morning for processingOn 8.13.2015, the service tech recommended that the coil and TXV in the air handling unit in the attic be removed and replaced Ami contacted the Rheem AC Equipment local supplier, their sales person Brad Macloves told Ami that it was in stock and will be placed in will callWe have a a copy of the email on file between Ami and Brad Ami schedules the repair work on for two men, when our techs arrived at the supply house that morning to pickup the coil and TXV, it was nowhere to be found Ami was then told that it would be in stock in 2-weeks, so an order was placed for this job I would like to remind the General Public that during extreme weather conditions like the “El Nino” summer we are experiencing right this minute, issues with supply and demand is to be expected Its ok to vent out your frustration but without knowing the facts, your compliant to the Revdex.com of Hawaii has no merit You can't judge a service provider level of professionalism from a one time missed appointment with youYour complaint to the Revdex.com would be justified had we moved on to our preset schedule the following morning and never bothered to contact you at all I am demanding a formal apology from you, Sharilynn H [redacted] for filing this complaintIf I don’t receive a public apology from you, I will contact the homeowner Leila Garcia in Korea as well as the Property Manager Eric Pagan Leila Garcia has signed AMV's repair proposal and parts are on the way to our Rheem supply house Without an apology, AMV will contact Eric Pagan and ask that he contacts another HVAC company to perform this repair work Respectfully, Aldrin *V [redacted] , President and RME

Complaint: 10762916
I am rejecting this response because:Please
be advised that this message reflects my sole thoughts and opinions and does
not necessarily reflect those of Liela Garcia or Eric Pagan, nor should it have
any bearing on any agreement that you have entered into with either party. 
First, I appreciate the apology issued by
Mr. V[redacted].  This is the first time
that any apology has been given or any remorse has been shown.
As a woman, runner of my household, and
customer, I am deeply concerned about the customer service and actual service
provided by this company. In this current state of affairs, where my family
remains in an unhealthily stifling house and Mr. V[redacted] loses business as
a result of his company’s unprofessionalism, no one wins.   
The events prompting this complaint are as
follows:
            It
was not until I initiated a call on Aug. 11, after the service window had
expired, that I was informed that the technician would arrive in the afternoon rather
than in the morning as planned.  When the
technician failed to arrive on the 11th at all, I called AMV again
on Aug. 12. I was then informed that a technician would be out on that day.
            Two
AMV technicians did arrive on Aug. 12 to service the unit. The technicians were
very polite and seemed to be knowledgeable of the HVAC system. They advised
that parts would be needed to complete the repair.  Mr. V[redacted] advises that AMV began searching
for the part the “next morning”.  When
the company was contacted on Aug. 13, it was advised that the work orders from
the previous day had not yet been submitted so there was no update at that
time. 
            It
was not until Aug. 18 – six days later - that it was determined that the part
was at the supplier.  Service was then
scheduled for August 28, another ten days out with the possibility of a sooner
call if a slot became available. 
            Instead,
I received a call on Aug. 26 that a technician would be out on that
afternoon.  I then received a call an
hour later stating that the technician went to pick up the part and they could
not locate it in the warehouse. I was advised that I would be contacted with
the status of the part.
            On
August 31 - five days after the Aug. 26 mishap and three days after the project
was supposed to be completed - I called AMV for an update of the part because I
had not been contacted. No one answered, so I left a message.  I received a return call that afternoon that
it was on a container on the mainland and should arrive in two-three weeks;
however they were unable to tell me when that two- to three-week time frame
began.  Did they expect it two-three weeks from the
date of my additional follow-up call (Aug. 31)?  Or was it two-three weeks from Aug. 26 when
they knew they could not find the part that they were supposed to have either
on Aug. 26 or on Aug. 28? 
            I inquired about expediting the part. Ami advised that
she was attempting to reach a supervisor to see about having the part flown
over and that she would call me the following afternoon, Sept. 1.  As of today, Sept. 8, I have not received a
return call from AMV.
            Having worked for a very reputable Fortune 500 service
company in the mainland for many years, I am very aware of the challenges that
can arise when completing a service call. My issue is with the customer service
and lack of communication.  When your
technician is not going to show up, it is not simply a common courtesy but a
required business practice to call the customer and advise them of this. If you
are rescheduling for another day, the customer should be contacted and advised
so that they can make sure that they are available.
            As the customer, I should never have to assume from what
schedule the company is working. It should not be left to assumptions that
because the technician did not arrive the day before as scheduled that they
would arrive the next day.  If there is a
part involved, and additional service calls need to be scheduled, a customer
expects to be updated on the status of the part and on the follow up
service.  If you are told you will be
called back, you expect that call. 
Moreover, I provided ample time to receive such return calls.
            I informed Mr. V[redacted] of my pregnancy, my asthma,
and my son’s heat rash that he developed due to the extreme heat.  AMV was on notice that this particular service
call was a matter of health, not simply of convenience or comfort. His response
that he is “not a female so [he] does not know what pregnant women feel emotionally,
but as long as there is no fire in your home [he] doesn’t see it being a
problem having to be rescheduled the following day” is both childish and
rude.  Moreover, rather than respectfully
responding to an issue, he completely dismissed a customer in a condescending
manner.  This is exemplary of the
customer service I received throughout this transaction. 
            As another example, I
advised Mr. V[redacted] of my intent to open a complaint with the Revdex.com prior to
opening this complaint. Rather than addressing my issue, he told me that he
would open a complaint against me in response. 
He stated that he “sincerely welcome[ed my] complaint to the Revdex.com of Hawaii.  [He
would] just copy and paste [his] reply via email and send it to the Revdex.com of
Hawaii so [his] reply [could] go public.” 
To highlight his point, he added:  “As a matter of fact I'm copying
the Revdex.com of Hawaii so they can open a case for you right now.” Finally, he
threatened to not complete the much-needed service at all absent an apology
from me for addressing my concerns with the Revdex.com. 
            As a customer, I should
be able to express any concerns that I have about the service (or lack thereof)
that I received without suffering the demeaning, unprofessional comments I
received via email and as a result of this complaint from AMV.  As a business owner, Mr. V[redacted] should receive
constructive criticism and make the necessary changes, not threaten to “report”
me or to not complete the service.  I
appreciate the proper use of this forum as a place to alert potential new
customers to the type of service they may receive.    
Sincerely,
Sharilynn H[redacted]

Sharilynn H[redacted] Waianae, Hawaii 96792 Daytime#  502-[redacted] email:  mrsh[redacted]    I sincerely apologize to Mrs. H[redacted] that my wife Ami failed to notify Mrs. H[redacted] that our technician could not fit in this trouble call late in the afternoon. When our...

trouble calls are scheduled we have no idea what each tech is up against, oftentimes the AC system can be repaired with minor parts we stock in our service vehicles, it takes extra time to do the repair, but in some cases we need to order parts and reschedule for another day. Apparently from the looks of things it was one of those days where that service tech assigned to this tenant, Mrs. H[redacted] just ran out of day light hours on the afternoon of 8.11.2015. AMV contacted her the following morning on 8.12.2015 and sent a service technician first thing in the morning.   My wife Ami receives the field tech's invoices the following morning for processing. On 8.13.2015,  the service tech recommended that the coil and TXV in the air handling unit in the attic be removed and replaced.   Ami contacted the Rheem AC Equipment local supplier, their sales person Brad Macloves told Ami that it was in stock and will be placed in will call. We have a a copy of the email on file between Ami and Brad.   Ami schedules the repair work on 8.26.2015 for two men, when our techs arrived at the supply house that morning to pickup the coil and TXV, it was nowhere to be found.   Ami was then told that it would be in stock in 2-3 weeks, so an order was placed for this job.   I would like to remind the General Public that during extreme weather conditions like the “El Nino” summer we are experiencing right this minute, issues with supply and demand is to be expected.   Its ok to vent out your frustration but without knowing the facts, your compliant to the Revdex.com of Hawaii has no merit.   You can't judge a service provider level of professionalism from a one time missed appointment with you. Your complaint to the Revdex.com would be justified had we moved on to our preset schedule the following morning and never bothered to contact you at all.   I am demanding a formal apology from you, Sharilynn H[redacted] for filing this complaint. If I don’t receive a public apology from you, I will contact the homeowner Leila Garcia in Korea as well as the Property Manager Eric Pagan.   Leila Garcia has signed AMV's repair proposal and parts are on the way to our Rheem supply house.   Without an apology, AMV will contact Eric Pagan and ask that he contacts another HVAC company to perform this repair work.   Respectfully, Aldrin *. V[redacted], President and RME