North Town Home Services, LLC

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Contact Name and Title: [redacted] Office Manager Contact Phone: [redacted] Contact Email: [redacted] @nthomeservice.com When the customer called to schedule the appoint we were told the appliance was a stackable unit that needed to be restacked Our technicians work on stackable washer/dryer units every dayIt is not an issue for our techs to work on these types of unitsOnce our technicians arrived at the house, in his opinion the unit looked like it was on warped floor & wasn't installed properlyOur technicians are not installers nor are they carpentersWhile our technician would normally be able to do a job like this he felt that it could possibly be a liability to do the jobWe do not want to cause any damage to our customer's homes or their units, nor have a Safety concern with our techniciansHe informed the customer that we would not be able to do the job, recommended she contact who did the original install of the unit & left without charging the customer The customer called our office & spoke with a managerIt was explained to the customer that we do apologize that we weren't able to do the repairs for her but it was not a job that our company wanted to take the liability to doOur company does strive to make all of our customers happy but there are times when we simply cannot do the work for various reasonsIt is not that our technicians don't want to do the service but the fact that sometimes we just can't take a chance on causing damageWe also explained to the customer that when the call was scheduled we were unaware of what the technician would find when he got thereThe customer said she was going to have her construction manager call our office to discuss the situation & hung upThe construction manager never called our office to discuss the situation The customer called back the next day to inform us that she talked to her carpenters & construction manager & that her floors were not warpedWe once again apologized to the customer & informed her that per our tech's opinion the unit looked like it was sitting on warped flooring & the unit was installed improperlyShe said we were wrong & insisted that our technicians just didn't want to do the work just as the other companies that she had talked to saidAfter going back & forth with the customer we did apologize again for the fact that we weren't able to do the work but it was a liability that we couldn't take for our company's protection as well as for the customer's protectionShe wasn't charged for the service call due to the fact that we couldn't do the work & management has discussed with the technician the alleged accusations that he argued with the customer Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I spoke with the manager the next dayI explained to her that I spoke with the construction crew who said the floor was not warped and there is NO WAY someone can look at a floor and in minute say your floor is warpedalso the repair (if you call him that) guy said that it wasnt installed properlyHe never even took the time to look behind the unit in order to see if it was installed properly or notI asked him to look at the way it was stacked and let me know if he saw that as a problemHe REFUSED to look and yelled" I said I'm not doing this job and there's nothing you can say to change my mind" When I spoke with the manager the next day she said " they have the right to not do a job if they feel it is a liability and I said that they should tell their customers that because I would NEVER have taken a day off if it would have been said they wouldn't complete the jobThe problem I have is that I feel the repairman lied and could have just said we don't want the liability instead of telling me my floor was warped and my unit was improperly installedwhich neither was trueI was on the phone with both my construction crews, assoication and another washer/dryer repair place due to the fact that I was worried something was wrong with my floor and the unitI told this repair shop that my unit needed to be restacked and that was the only issueI also told them it was in a small closet and hard to get toI wish they would have expressed that if the job looked too difficult they would turn downFunny how SEARS came out and did the restacking withing minutes without any issuesNo floor issues and no install issuesI told them how difficult it was too and they promised me they would restack and this company decided to keep their promiseI just want Northtown Service customers to know they have rude repairmen who lie to the customers and think they can raise their voice and not even take the time to helpI asked him to at least look and tell me if the stacking kit from the front looked damaged and he refused to lookI don't understand how they can call themselves a washer dryer repair businessI don't care for any compensation from this place as the manager's attitude was "What's the big deal?" As I said to her it is no big deal because she didn't get yelled at, walked out on, lose a day's pay and spend the afternoon calling worried that I had a warped floor and eventually did find a GREAT company SEARS who works with their customersI give this company a zero in every aspectAnd from her response she still thinks it's ok to put people outI know I won't be the last person they disappointDon't EVER call this company Final Business Response / [redacted] (4000, 22, 2015/05/27) */ With all due respect, I did mail the $gift card on 5/8/via the mail to the address on filePlease email me your address to [redacted] @nthomeservice.com so I can verify the address is correctI will be happy to send you another one, but this time I will send it via Fed ExThank you Final Consumer Response / [redacted] (2000, 24, 2015/06/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) I received my $gift card yesterday and notified [redacted]

Initial Business Response /* (1000, 5, 2014/12/12) */
Contact Name and Title: [redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The customer called our office on Wednesday December 10th for service on his furnace that wasn't heating. At the time of...

scheduling the CSR quoted the customer $109.00 for our technician to go to his house & diagnose the unit & then give a quote on the repairs. The customer approved the service fee & scheduled an appointment for the next day. Nothing was said by the customer that he had a warranty on his unit at the time of scheduling. After our technician arrived at the house & diagnosed the unit he quoted the customer on the repairs which totaled $329.00 ($109 for the service fee+$220.00 for parts & labor) . It was only after our tech installed the part did the customer mention that he has an extended warranty for his furnace. Our tech informed him that we do not work with the Trane extended warranty program. At that time the customer called in to our office in regards to the bill. He talked to the office manager & was informed that we have not done the Trane extended warranty since June 2013. The customer then said that he had service with our company in January 2013 under warranty through our company. After looking into his file we did see that he had warranty work performed at that time. The warranty the customer purchased when [redacted] installed his furnace is through Trane-not through [redacted]. He could have called any authorized Trane service provider & had the warranty work done. [redacted] was purchased by North Town Home Services in June 2011. Any work that was done prior to the purchase is not the responsibility of North Town Home Services due to it was an asset purchase only and we did not accept any of the liabilities. This was all explained to the customer when he called in about his bill. When the customer stated that it was too much to pay for the repairs he was told that our technician can take the part back out but he would still be responsible for the $109.00 service fee. The customer chose to pay the full amount & keep the part installed. Our company has no way of knowing every customer that has a Trane extended warranty & 99% of the time when a customer who has an extended warranty calls they let us know they have a warranty when they are quoted the service fee, and we inform them that we do not honor extended warranties.

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: [redacted] Office Manager
Contact Phone: [redacted]
Contact Email: [redacted]@nthomeservice.com
When the customer called to schedule the appoint we were told the appliance was a stackable unit that needed to be...

restacked. Our technicians work on stackable washer/dryer units every day. It is not an issue for our techs to work on these types of units. Once our technicians arrived at the house, in his opinion the unit looked like it was on warped floor & wasn't installed properly. Our technicians are not installers nor are they carpenters. While our technician would normally be able to do a job like this he felt that it could possibly be a liability to do the job. We do not want to cause any damage to our customer's homes or their units, nor have a Safety concern with our technicians. He informed the customer that we would not be able to do the job, recommended she contact who did the original install of the unit & left without charging the customer.
The customer called our office & spoke with a manager. It was explained to the customer that we do apologize that we weren't able to do the repairs for her but it was not a job that our company wanted to take the liability to do. Our company does strive to make all of our customers happy but there are times when we simply cannot do the work for various reasons. It is not that our technicians don't want to do the service but the fact that sometimes we just can't take a chance on causing damage. We also explained to the customer that when the call was scheduled we were unaware of what the technician would find when he got there. The customer said she was going to have her construction manager call our office to discuss the situation & hung up. The construction manager never called our office to discuss the situation.
The customer called back the next day to inform us that she talked to her carpenters & construction manager & that her floors were not warped. We once again apologized to the customer & informed her that per our tech's opinion the unit looked like it was sitting on warped flooring & the unit was installed improperly. She said we were wrong & insisted that our technicians just didn't want to do the work just as the other companies that she had talked to said. After going back & forth with the customer we did apologize again for the fact that we weren't able to do the work but it was a liability that we couldn't take for our company's protection as well as for the customer's protection. She wasn't charged for the service call due to the fact that we couldn't do the work & management has discussed with the technician the alleged accusations that he argued with the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke with the manager the next dayI explained to her that I spoke with the construction crew who said the floor was not warped and there is NO WAY someone can look at a floor and in 1 minute say your floor is warpedalso the repair (if you call him that) guy said that it wasnt installed properly. He never even took the time to look behind the unit in order to see if it was installed properly or not. I asked him to look at the way it was stacked and let me know if he saw that as a problemHe REFUSED to look and yelled" I said I'm not doing this job and there's nothing you can say to change my mind" When I spoke with the manager the next day she said " they have the right to not do a job if they feel it is a liability and I said that they should tell their customers that because I would NEVER have taken a day off if it would have been said they wouldn't complete the job. The problem I have is that I feel the repairman lied and could have just said we don't want the liability instead of telling me my floor was warped and my unit was improperly installedwhich neither was true. I was on the phone with both my construction crews, assoication and another washer/dryer repair place due to the fact that I was worried something was wrong with my floor and the unit. I told this repair shop that my unit needed to be restacked and that was the only issue. I also told them it was in a small closet and hard to get to. I wish they would have expressed that if the job looked too difficult they would turn down. Funny how SEARS came out and did the restacking withing 30 minutes without any issues. No floor issues and no install issues. I told them how difficult it was too and they promised me they would restack and this company decided to keep their promise. I just want Northtown Service customers to know they have rude repairmen who lie to the customers and think they can raise their voice and not even take the time to help. I asked him to at least look and tell me if the stacking kit from the front looked damaged and he refused to look. I don't understand how they can call themselves a washer dryer repair business. I don't care for any compensation from this place as the manager's attitude was "What's the big deal?" As I said to her it is no big deal because she didn't get yelled at, walked out on, lose a day's pay and spend the afternoon calling worried that I had a warped floor and eventually did find a
GREAT company SEARS who works with their customers. I give this company a zero in every aspect. And from her response she still thinks it's ok to put people out. I know I won't be the last person they disappoint. Don't EVER call this company
Final Business Response /* (4000, 22, 2015/05/27) */
With all due respect, I did mail the $50 gift card on 5/8/15 via the mail to the address on file. Please email me your address to [redacted]@nthomeservice.com so I can verify the address is correct. I will be happy to send you another one, but this time I will send it via Fed Ex. Thank you.
Final Consumer Response /* (2000, 24, 2015/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my $50 gift card yesterday and notified [redacted]

Initial Business Response /* (1000, 5, 2015/05/04) */
Contact Name and Title: [redacted] Office Manager
Contact Phone: [redacted]
Contact Email: [redacted]@nthomeservice.com
When the customer called to schedule the appoint we were told the appliance was a stackable unit that needed to be restacked. ...

Our technicians work on stackable washer/dryer units every day. It is not an issue for our techs to work on these types of units. Once our technicians arrived at the house, in his opinion the unit looked like it was on warped floor & wasn't installed properly. Our technicians are not installers nor are they carpenters. While our technician would normally be able to do a job like this he felt that it could possibly be a liability to do the job. We do not want to cause any damage to our customer's homes or their units, nor have a Safety concern with our technicians. He informed the customer that we would not be able to do the job, recommended she contact who did the original install of the unit & left without charging the customer.
The customer called our office & spoke with a manager. It was explained to the customer that we do apologize that we weren't able to do the repairs for her but it was not a job that our company wanted to take the liability to do. Our company does strive to make all of our customers happy but there are times when we simply cannot do the work for various reasons. It is not that our technicians don't want to do the service but the fact that sometimes we just can't take a chance on causing damage. We also explained to the customer that when the call was scheduled we were unaware of what the technician would find when he got there. The customer said she was going to have her construction manager call our office to discuss the situation & hung up. The construction manager never called our office to discuss the situation.
The customer called back the next day to inform us that she talked to her carpenters & construction manager & that her floors were not warped. We once again apologized to the customer & informed her that per our tech's opinion the unit looked like it was sitting on warped flooring & the unit was installed improperly. She said we were wrong & insisted that our technicians just didn't want to do the work just as the other companies that she had talked to said. After going back & forth with the customer we did apologize again for the fact that we weren't able to do the work but it was a liability that we couldn't take for our company's protection as well as for the customer's protection. She wasn't charged for the service call due to the fact that we couldn't do the work & management has discussed with the technician the alleged accusations that he argued with the customer.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
When I spoke with the manager the next dayI explained to her that I spoke with the construction crew who said the floor was not warped and there is NO WAY someone can look at a floor and in 1 minute say your floor is warpedalso the repair (if you call him that) guy said that it wasnt installed properly. He never even took the time to look behind the unit in order to see if it was installed properly or not. I asked him to look at the way it was stacked and let me know if he saw that as a problemHe REFUSED to look and yelled" I said I'm not doing this job and there's nothing you can say to change my mind" When I spoke with the manager the next day she said " they have the right to not do a job if they feel it is a liability and I said that they should tell their customers that because I would NEVER have taken a day off if it would have been said they wouldn't complete the job. The problem I have is that I feel the repairman lied and could have just said we don't want the liability instead of telling me my floor was warped and my unit was improperly installedwhich neither was true. I was on the phone with both my construction crews, assoication and another washer/dryer repair place due to the fact that I was worried something was wrong with my floor and the unit. I told this repair shop that my unit needed to be restacked and that was the only issue. I also told them it was in a small closet and hard to get to. I wish they would have expressed that if the job looked too difficult they would turn down. Funny how SEARS came out and did the restacking withing 30 minutes without any issues. No floor issues and no install issues. I told them how difficult it was too and they promised me they would restack and this company decided to keep their promise. I just want Northtown Service customers to know they have rude repairmen who lie to the customers and think they can raise their voice and not even take the time to help. I asked him to at least look and tell me if the stacking kit from the front looked damaged and he refused to look. I don't understand how they can call themselves a washer dryer repair business. I don't care for any compensation from this place as the manager's attitude was "What's the big deal?" As I said to her it is no big deal because she didn't get yelled at, walked out on, lose a day's pay and spend the afternoon calling worried that I had a warped floor and eventually did find a
GREAT company SEARS who works with their customers. I give this company a zero in every aspect. And from her response she still thinks it's ok to put people out. I know I won't be the last person they disappoint. Don't EVER call this company
Final Business Response /* (4000, 22, 2015/05/27) */
With all due respect, I did mail the $50 gift card on 5/8/15 via the mail to the address on file. Please email me your address to [redacted]@nthomeservice.com so I can verify the address is correct. I will be happy to send you another one, but this time I will send it via Fed Ex. Thank you.
Final Consumer Response /* (2000, 24, 2015/06/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received my $50 gift card yesterday and notified [redacted]