We are aware of the issue at the client home and have submitted an insurance claim to our insurance company.The insurance company should be contacting the client to schedule a time for the adjuster to inspect the damage and approve the claim. This must be done before any work can be...
completed. We apologize for the situation and will repair any damages from our mistakes.After the adjuster inspects the home we will have more details of the plan to correct the issues and satisfy the customer.
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.
Problem:
( Last complaint #[redacted]) Boulden's salesman came out to check the upstairs a/c unit that stopped working and told my husband that it was so infested with mold, we had to have a uv light installed for our health. They did a scare tactic and because my husband has Leukemia and COPD and I was on the phone with him at the time, we said yes. They also did not check to see if my upstairs and downstairs units were tied together and said the one unit would clean everything. I even asked that he check the downstairs unit and he said no, it would be cleaned by the unit he installed. The salesman also talked us into a heater, a/c, plumbing and electrical contract. He did not even ask or look to see what type of heater we have. (It is oil.) They gave me a price and said they would call to make an appointment. I had to. When the salesman came out he then said he could not clean my heater because it was not covered. (When I called Gabe at Boulden and he put John H. on the phone, he admitted to all of the mistakes.) Gabe then sent out John H. to clean my heater that he did not clean and touched two wires together that caused the heater to boom when it came on and filled my basement with smoke for two days. After a complaint, Gabe sent another guy who said John H. touched the two wires possibly by accident and the heater was cleaned and left. (His name was John too!)Since my last complaint with Revdex.com, I did not trust this and called [redacted] and they came out the next day and I have the paperwork that says the heater was not cleaned and the touching of the wires was very dangerous and could have been worse for us. [redacted] said the boiler had 1 and 1/2 sections completely clogged with soot and the clean out was not sealed. All of this cost me an additional $317. I am just livid that all of this, with my husbands health, and their fake concern to make a sale, could have resulted in another hospital stay for my husband or the explosion of my home and husband. The contract costs me $14.95 a month,raised to $29.95 a month plus $1145 for a uv light. I think their work speaks for itself. I have paperwork, if needed, from [redacted].
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Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
After almost blowing up my house and smoking out my basement and selling me something that was not checked to see if it could do the job because it can't, I want the uv light out of my house and with "supervision" because I do not trust any work they do now and a full refund of the $1145.00. I also want the $317.00 I had to pay another company to do what I was paying them to do. Also a refund on the monthly payment plan coverage that is worthless and was oversold without checking appliances first. I will need the money to clean my basement of smoke and soot from the boom.
The client has yet to respond to our phone calls in reference to the refund. Since we have not heard from the client the refund was submitted on the 12/18/14. The refund should be processed in 7-14 business days from 12/18/14.
We have offered to remove the UV light and refund the amount paid for the light under our 100% satisfaction guarantee. Client can also choose to cancel her club membership and we will refund the amount paid.
We have tried multiple times to contact client about scheduling a time to remove the UV light so we can process the return, with no answer from them. If client would like to receive a refund they would need to return our phone call and schedule the appointment.
The image we provided is not an invoice it is a view into our system showing the itemized costs. We have offered and processed a full refund for the $205 the customer paid for the customer supplied faucet.
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.
I see where Boulden wants to state what the responsibility of the customer is but takes no responsibility for a company's responsibility in providing a correct invoice at the time of delivery. I also have reviewed my deliveries since 2006 . I am on automatic delivery and I have never received anything less than 462 gallons at a delivery. In fact most deliveries were for 500 to 600 gallons. The delivery in question was for 154 gallons. I find it suspect that they would choose to make a delivery when the price they are charging is so high. I had a friend call their company to inquire what the price of propane was per gallon and he could not get a clear answer and was transferred on the phone to several different people. Why is the price of propane so difficult to state over the phone to a person making an inquiry? I guess you can decide what you want to charge a customer whenever you want to. and even change that after making an invoice at the time of delivery. Clearly I do not agree with their response because they take no ownership in the mistakes they made with my account.
[redacted] is no longer employed by us and his last day was August 6th which caused a gap in communication on our part and we apologize for that. Our responses to the Desired Settlement are:1) Our current insurance company does not allow us to sell tanks so we cannot give Ms....
[redacted] a price on the tank.2) We will remove the tank in a professional manner upon notice from Ms. [redacted] that the tank is empty in a period not to exceed 90 days. We will require up to two weeks notice to schedule the removal and will need the ground to be dry and firm to minimize the impact to the property. Ms. [redacted] will need to move her truck and trailer so we can access the yard through the gate and avoid damaging the fence. We will back fill the hole and any other areas disturbed during the removal and put down grass seed. We will contact Miss Utility to mark any public utilities on the property but will require a hold harmless agreement signed to release us from liability in the event of damage to any private (homeowner) owned utilities. (IE. sprinklers, private electric lines, etc.) Copy attached.3) Ms. [redacted] has been in email contact with Stephanie in our office. At this point we believe email is the best form of communication for both parties to avoid further miscommunication. If Ms. [redacted] would feel more comfortable she can cc: [redacted] which will forward to [redacted]4) We will consider this.If this is acceptable to Ms. [redacted] we ask that she email [redacted] with her approval.
We do not give itemized invoices or breakdowns for time and material. Our pricing is by the job, and the tasks required to complete the job.The client spoke with multiple people in our organization expressing her concerns on the price, and that she feels that we were...
taking advantage of her with the price. She stated she expected the bill to be a couple hundred dollars, after explaining how our pricing works we offered a one time discounted price to satisfy a customer. The client still was not happy and wanted to speak with the managers supervisor. During that discussion the client stated how she felt about every person she has talked with, and that we were taking advantage of her. We explained the technician should have had written authorization prior to performing any work, but because she was so verbally adamant that he “just do the work”, he completed the work without written authorization and just the verbal authorization. We advised the client that in the future we will require that all work be authorized in writing, and payment authorized prior to any work is performed to protect her and the company and to insure there is no miscommunication.We have processed a refund for the discounted amount and the client should be receiving it in the mail in 7-14 days. [redacted]Boulden Brothers Plumbing, HVAC, & ElectricOperations Manager
Our technician found the system low on refrigerant and gave an estimate for adding refrigerant and performing a leak search. The client approved the estimate and the work was completed.The result of the leak search found the coil was leaking, our technician then recommended that the...
coil be replaced, at that time the client declined to have the coil replaced.We have attached the approved estimate to add the refrigerant and perform the leak search, and also the invoice stating the work was completed and we recommended replacing the coil.
The customer supplied faucet does not fit correctly in the customer's sink and we were not able to install it properly for all functions to work. The client was upset that we could not install it and insisted that we continue to try to get it to work. Since we were unable to install it...
properly or guarantee that we could install it properly we offered a 100% refund of the amount to install the customer supplied faucet. Our computer system does not allow us to itemize our invoices to the clients, but I have attached a screen shot of our system where you can see the tasks and the costs associated with them. You can see that the charge was $205 to install the customer supplied faucet and we will refund that amount to the client. The client should receive the refund 7-14 days.
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.
I called and paid my account in full on December 16, 2013. At that time a representative by the name of Jennifer set me up on a monthly budget payment plan with payments of $260 starting in January. However, Boulden billed me a total of $520 for both December and January. Since my account was paid in full on December 16th the amount of my January bill should have only been $260 not $520 nor should my account have reflected a 30 day past due balance. I had no idea I was even being billed for 2 months until I received the letter after my service was canceled. Further more since Boulden has never canceled a delivery without notifying me before the cancelation in the past I had no reason to believe that they would cancel my service without prior notification this time especially considering I was NOT 30 days past due. Canceling services without first notifying the customer is not standard practice no matter what the circumstances or payment history. For example, Delmarva Power, Artesian Water, Comcast Cable, AT&T, Sprint, Erlich Pest Control, All State Insurance, State Farm Insurance, Dish Network, Verizon and every other utility and service send out a notice requesting payment BEFORE they cancel or terminate service. Expecting Boulden to function in the same manner is not far reaching or out of the norm. This practice of notifying a customer after the fact when they are not even 30 days past due causing them undo hardship and then charging them additional fees is not the standard for any other utility or service. And considering the nature of this business is to provide heat, this situation could have been tragic if I had been an elderly person or had a young child and this happened in the middle of the night with temperatures dropping to the low teens at best.
Revdex.com:
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]
We received Ms. [redacted] call on 10/4/16 informing us she was moving 10/6/16.. A final meter reading was done on 10/7/16. On 10/20/16 a credit refund was processed for $144.45 ($150 deposit minus $5.55 balance on the account). Normally we process refunds in 2 to 3 weeks....
However, the person that signs the checks was on vacation last week so no checks were printed. Checks will be printed by 11/2/16 and mailed by 11/4/16, including Ms. [redacted] refund check which will be mailed to [redacted]
Client called us on 8/1/14 stating that the upstairs unit was running but not cooling, and that they have two systems and the downstairs unit is running fine.
Our tech found the unit was not operating due to low airflow, recommended a coil cleaning and a UV light for the coil. The...
tech returned on the 8/7/14 to clean the coil and install the UV light, client decided to sign up on our maintenance contract for that system.
On 10/6/14 the client was scheduled to have the maintenance performed on the system. Client was under the impression that the plan she purchased covered both her upstairs system, and her downstairs system which is an oil furnace. Our plans are sold per system, and oil systems have an different price. The client was upset that it was not covered and that we would have to charge them more money to have it maintained. Client was also upset that the UV light was only on the upstairs system.
Due to the misunderstanding we offered to refund 100% of the client's money and remove the items we installed, or we would do the oil maintenance for free this one time.
Client agreed to leave the UV light installed and to accept the free oil furnace maintenance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10264639, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Complaint Detail / Problem
Nature of Complaint:
Refund / Exchange Issues - The company failed to honor a verbal commitment to provide refunds, exchanges, or credit
select
Problem:
This is getting ridiculous that I have to keep sending complaints and Boulden keeps lying and you keep taking their side. I let go of the fact they pressured my sick husband with the scare tactic to sell a uv light. I let go of the fact they lie and then admit they were wrong and nothing was done. I let go of the fact that I had to pay for repairs to a heater they almost blew up and is still needing maintenance since they were there. They admitted to me they were wrong and you let it go. I paid $317.00 for repairs and you let that go. My husband had to see his doctor because of smoke from the heater the repair guy John did not know how to maintenance and you let that go. Now you told me to talk to them and I did. [redacted] and I spoke on the 7th of Nov. and I told him to remove the uv light on the 11th of Nov. He said he would start the credit on the 7th of Nov. to get things rolling because it takes 2-3 weeks for credit, which it does not. Well today is the 2nd of Dec. and I had to call again and again and again and no credit has been refunded and it has been 3 and 1/2 weeks. My credit card company said they have not even attempted to refund and probably won't. I spoke to [redacted] at 11:11 a.m. this morning and he said it was put thru yesterday at 10a.m. and it takes 24 hrs to process because [redacted] never seems to be there when I call so I had to speak to Maurice yesterday. Yet in the responses from you that I get he says he never hears from me. This is where I want action now and if not I will go further if necessary and I will get all the money I have let go up till now. All I have had is lies, lies, and more lies and you never ask or contact me to see if it is true what they say. If this persists again with "this" complaint I will be forced to find out exactly what is going on here and what is the purpose of this bureau.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want the refund by end of today.
We are aware of the issue at the client home and have submitted an insurance claim to our insurance company.The insurance company should be contacting the client to schedule a time for the adjuster to inspect the damage and approve the claim. This must be done before any work can be...
completed. We apologize for the situation and will repair any damages from our mistakes.After the adjuster inspects the home we will have more details of the plan to correct the issues and satisfy the customer.
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.
Problem:
( Last complaint #[redacted]) Boulden's salesman came out to check the upstairs a/c unit that stopped working and told my husband that it was so infested with mold, we had to have a uv light installed for our health. They did a scare tactic and because my husband has Leukemia and COPD and I was on the phone with him at the time, we said yes. They also did not check to see if my upstairs and downstairs units were tied together and said the one unit would clean everything. I even asked that he check the downstairs unit and he said no, it would be cleaned by the unit he installed. The salesman also talked us into a heater, a/c, plumbing and electrical contract. He did not even ask or look to see what type of heater we have. (It is oil.) They gave me a price and said they would call to make an appointment. I had to. When the salesman came out he then said he could not clean my heater because it was not covered. (When I called Gabe at Boulden and he put John H. on the phone, he admitted to all of the mistakes.) Gabe then sent out John H. to clean my heater that he did not clean and touched two wires together that caused the heater to boom when it came on and filled my basement with smoke for two days. After a complaint, Gabe sent another guy who said John H. touched the two wires possibly by accident and the heater was cleaned and left. (His name was John too!)Since my last complaint with Revdex.com, I did not trust this and called [redacted] and they came out the next day and I have the paperwork that says the heater was not cleaned and the touching of the wires was very dangerous and could have been worse for us. [redacted] said the boiler had 1 and 1/2 sections completely clogged with soot and the clean out was not sealed. All of this cost me an additional $317. I am just livid that all of this, with my husbands health, and their fake concern to make a sale, could have resulted in another hospital stay for my husband or the explosion of my home and husband. The contract costs me $14.95 a month,raised to $29.95 a month plus $1145 for a uv light. I think their work speaks for itself. I have paperwork, if needed, from [redacted].
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
After almost blowing up my house and smoking out my basement and selling me something that was not checked to see if it could do the job because it can't, I want the uv light out of my house and with "supervision" because I do not trust any work they do now and a full refund of the $1145.00. I also want the $317.00 I had to pay another company to do what I was paying them to do. Also a refund on the monthly payment plan coverage that is worthless and was oversold without checking appliances first. I will need the money to clean my basement of smoke and soot from the boom.
The client has yet to respond to our phone calls in reference to the refund. Since we have not heard from the client the refund was submitted on the 12/18/14. The refund should be processed in 7-14 business days from 12/18/14.
Client was given an estimate for $812 to replace a section of drain line under concrete, and was authorized and completed.
I have attached the signed copy of the estimate and invoice with the acknowledgement of the work completed to satisfaction.
The part has been ordered, we will contact the client to schedule the installation of the parts.
We have offered to remove the UV light and refund the amount paid for the light under our 100% satisfaction guarantee. Client can also choose to cancel her club membership and we will refund the amount paid.
We have tried multiple times to contact client about scheduling a time to remove the UV light so we can process the return, with no answer from them. If client would like to receive a refund they would need to return our phone call and schedule the appointment.
The image we provided is not an invoice it is a view into our system showing the itemized costs. We have offered and processed a full refund for the $205 the customer paid for the customer supplied faucet.
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.
I see where Boulden wants to state what the responsibility of the customer is but takes no responsibility for a company's responsibility in providing a correct invoice at the time of delivery. I also have reviewed my deliveries since 2006 . I am on automatic delivery and I have never received anything less than 462 gallons at a delivery. In fact most deliveries were for 500 to 600 gallons. The delivery in question was for 154 gallons. I find it suspect that they would choose to make a delivery when the price they are charging is so high. I had a friend call their company to inquire what the price of propane was per gallon and he could not get a clear answer and was transferred on the phone to several different people. Why is the price of propane so difficult to state over the phone to a person making an inquiry? I guess you can decide what you want to charge a customer whenever you want to. and even change that after making an invoice at the time of delivery. Clearly I do not agree with their response because they take no ownership in the mistakes they made with my account.
[redacted] is no longer employed by us and his last day was August 6th which caused a gap in communication on our part and we apologize for that. Our responses to the Desired Settlement are:1) Our current insurance company does not allow us to sell tanks so we cannot give Ms....
[redacted] a price on the tank.2) We will remove the tank in a professional manner upon notice from Ms. [redacted] that the tank is empty in a period not to exceed 90 days. We will require up to two weeks notice to schedule the removal and will need the ground to be dry and firm to minimize the impact to the property. Ms. [redacted] will need to move her truck and trailer so we can access the yard through the gate and avoid damaging the fence. We will back fill the hole and any other areas disturbed during the removal and put down grass seed. We will contact Miss Utility to mark any public utilities on the property but will require a hold harmless agreement signed to release us from liability in the event of damage to any private (homeowner) owned utilities. (IE. sprinklers, private electric lines, etc.) Copy attached.3) Ms. [redacted] has been in email contact with Stephanie in our office. At this point we believe email is the best form of communication for both parties to avoid further miscommunication. If Ms. [redacted] would feel more comfortable she can cc: [redacted] which will forward to [redacted]4) We will consider this.If this is acceptable to Ms. [redacted] we ask that she email [redacted] with her approval.
We do not give itemized invoices or breakdowns for time and material. Our pricing is by the job, and the tasks required to complete the job.The client spoke with multiple people in our organization expressing her concerns on the price, and that she feels that we were...
taking advantage of her with the price. She stated she expected the bill to be a couple hundred dollars, after explaining how our pricing works we offered a one time discounted price to satisfy a customer. The client still was not happy and wanted to speak with the managers supervisor. During that discussion the client stated how she felt about every person she has talked with, and that we were taking advantage of her. We explained the technician should have had written authorization prior to performing any work, but because she was so verbally adamant that he “just do the work”, he completed the work without written authorization and just the verbal authorization. We advised the client that in the future we will require that all work be authorized in writing, and payment authorized prior to any work is performed to protect her and the company and to insure there is no miscommunication.We have processed a refund for the discounted amount and the client should be receiving it in the mail in 7-14 days. [redacted]Boulden Brothers Plumbing, HVAC, & ElectricOperations Manager
Our technician found the system low on refrigerant and gave an estimate for adding refrigerant and performing a leak search. The client approved the estimate and the work was completed.The result of the leak search found the coil was leaking, our technician then recommended that the...
coil be replaced, at that time the client declined to have the coil replaced.We have attached the approved estimate to add the refrigerant and perform the leak search, and also the invoice stating the work was completed and we recommended replacing the coil.
The customer supplied faucet does not fit correctly in the customer's sink and we were not able to install it properly for all functions to work. The client was upset that we could not install it and insisted that we continue to try to get it to work. Since we were unable to install it...
properly or guarantee that we could install it properly we offered a 100% refund of the amount to install the customer supplied faucet. Our computer system does not allow us to itemize our invoices to the clients, but I have attached a screen shot of our system where you can see the tasks and the costs associated with them. You can see that the charge was $205 to install the customer supplied faucet and we will refund that amount to the client. The client should receive the refund 7-14 days.
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.
I called and paid my account in full on December 16, 2013. At that time a representative by the name of Jennifer set me up on a monthly budget payment plan with payments of $260 starting in January. However, Boulden billed me a total of $520 for both December and January. Since my account was paid in full on December 16th the amount of my January bill should have only been $260 not $520 nor should my account have reflected a 30 day past due balance. I had no idea I was even being billed for 2 months until I received the letter after my service was canceled. Further more since Boulden has never canceled a delivery without notifying me before the cancelation in the past I had no reason to believe that they would cancel my service without prior notification this time especially considering I was NOT 30 days past due. Canceling services without first notifying the customer is not standard practice no matter what the circumstances or payment history. For example, Delmarva Power, Artesian Water, Comcast Cable, AT&T, Sprint, Erlich Pest Control, All State Insurance, State Farm Insurance, Dish Network, Verizon and every other utility and service send out a notice requesting payment BEFORE they cancel or terminate service. Expecting Boulden to function in the same manner is not far reaching or out of the norm. This practice of notifying a customer after the fact when they are not even 30 days past due causing them undo hardship and then charging them additional fees is not the standard for any other utility or service. And considering the nature of this business is to provide heat, this situation could have been tragic if I had been an elderly person or had a young child and this happened in the middle of the night with temperatures dropping to the low teens at best.
Revdex.com:
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]
We received Ms. [redacted] call on 10/4/16 informing us she was moving 10/6/16.. A final meter reading was done on 10/7/16. On 10/20/16 a credit refund was processed for $144.45 ($150 deposit minus $5.55 balance on the account). Normally we process refunds in 2 to 3 weeks....
However, the person that signs the checks was on vacation last week so no checks were printed. Checks will be printed by 11/2/16 and mailed by 11/4/16, including Ms. [redacted] refund check which will be mailed to [redacted]
Client called us on 8/1/14 stating that the upstairs unit was running but not cooling, and that they have two systems and the downstairs unit is running fine.
Our tech found the unit was not operating due to low airflow, recommended a coil cleaning and a UV light for the coil. The...
tech returned on the 8/7/14 to clean the coil and install the UV light, client decided to sign up on our maintenance contract for that system.
On 10/6/14 the client was scheduled to have the maintenance performed on the system. Client was under the impression that the plan she purchased covered both her upstairs system, and her downstairs system which is an oil furnace. Our plans are sold per system, and oil systems have an different price. The client was upset that it was not covered and that we would have to charge them more money to have it maintained. Client was also upset that the UV light was only on the upstairs system.
Due to the misunderstanding we offered to refund 100% of the client's money and remove the items we installed, or we would do the oil maintenance for free this one time.
Client agreed to leave the UV light installed and to accept the free oil furnace maintenance.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10264639, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Complaint Detail / Problem
Nature of Complaint:
Refund / Exchange Issues - The company failed to honor a verbal commitment to provide refunds, exchanges, or credit
select
Problem:
This is getting ridiculous that I have to keep sending complaints and Boulden keeps lying and you keep taking their side. I let go of the fact they pressured my sick husband with the scare tactic to sell a uv light. I let go of the fact they lie and then admit they were wrong and nothing was done. I let go of the fact that I had to pay for repairs to a heater they almost blew up and is still needing maintenance since they were there. They admitted to me they were wrong and you let it go. I paid $317.00 for repairs and you let that go. My husband had to see his doctor because of smoke from the heater the repair guy John did not know how to maintenance and you let that go. Now you told me to talk to them and I did. [redacted] and I spoke on the 7th of Nov. and I told him to remove the uv light on the 11th of Nov. He said he would start the credit on the 7th of Nov. to get things rolling because it takes 2-3 weeks for credit, which it does not. Well today is the 2nd of Dec. and I had to call again and again and again and no credit has been refunded and it has been 3 and 1/2 weeks. My credit card company said they have not even attempted to refund and probably won't. I spoke to [redacted] at 11:11 a.m. this morning and he said it was put thru yesterday at 10a.m. and it takes 24 hrs to process because [redacted] never seems to be there when I call so I had to speak to Maurice yesterday. Yet in the responses from you that I get he says he never hears from me. This is where I want action now and if not I will go further if necessary and I will get all the money I have let go up till now. All I have had is lies, lies, and more lies and you never ask or contact me to see if it is true what they say. If this persists again with "this" complaint I will be forced to find out exactly what is going on here and what is the purpose of this bureau.
Translate
Desired Settlement / Outcome
Desired Settlement:
select
Desired Outcome:
I want the refund by end of today.