Pro Plumbing Inc

From: *** *** Date: Wed, Jan 21, at 2:PMSubject: RE: *** *** Complaint (***)To: *** *** Cc: *** *** Mr*** I believe there is some misunderstanding in reference
to Mr*** We have completed his install as of 12/20/2014, pressure test for gas line with WSSC passed on 12/24/We have also setup Mr*** final inspection is setup for 2/3/the reason for the late date is per customer request.If there is anything else that you may need please let me know Best Regards,*** * ***General Manager *** *** ***Alexandria, VA 22306###-###-#### Office###-###-#### Direct line###-###-#### Cell###-###-#### Fax

Revdex.com
K StN.W, 10th Floor
Washington, DC
Re: *** ***
Case#: ***
Dear *** ***,
We would like to thank you for giving us the opportunity to respond to *** *** (owner) complaintCustomer service is our number one priority in making sure that that our customers are satisfiedWe would like to apologize for the inconvenience that we may have caused *** ***There have been several responses to *** *** prior to this oneHowever, Cyprus Air staff and management have been working on getting the issue resolved
On August 26th, customer was serviced in which the technician, Harry performed inspection on HVAC system between 12:to 2:15pm in which the tenant, *** *** was present at the visitHarry found a clogged condensate line and faulty thermostatTherefore, Harry cleaned the condensate line and installed new thermostatThe system was operational when Harry closed the work order # ***
The work order included the inspection fee for $149, Condensate line cleaning for $(in which we did not charge), a Proinstallation for $and tax amount in the amount of $in which the amount should have been $In which, $was discounted of the work order # *** billed on August 26th visitThe amount that was billed and paid was in the amount of $The tenant, who was present at the visit and not the owner, agreed and signed the work order that Harry provided
In an effort to provide outstanding customer service, Cyprus Air has agreed to refund customer the amount of $If customer comes to an agreement we consider this matter resolved and issue refund after confirmation of agreement
If you have any questions, please contact me
Respectfully,
Erika O***
Customer Service Relation Specialist
Cyprus Air
###-###-####
***

From: Rhonda J*** Date: Fri, Feb 6, at 2:PMSubject: RE: Phone message 2/3/15To: *** * *** Cc: "***" , Indira A*** Mr***, As the General Manager of Cyprus Air I would like to take this opportunity to apologize for the experience you’ve had thus far We never want to leave a customer dissatisfied, and it is my objective to resolve this matter to your satisfaction. I must point out, however, that we price matched this system for you outside of our procedures We always ask to be provided with the other company’s written estimate prior to doing a price match; in your case, we went off an open email you forwarded us that did not state the specific unit to be installed, the gas line, or any other charges that would typically be incurred in such an installation I’m not suggesting the other company was trying to pull a fast one on you; however, as we have been in the fireplace industry for almost years, we are indisputably experts on the subject, and it is always our po***y to see to it that the final price of the installation is on your proposal We don’t come up with reasons to pad the bill after the fact, as some companies tend to do; we want to give a price that is fair to our customers and our company All that being said, we still matched the price you provided from Bromswell, taking $of the price we had determined to be mutually reasonable given the scope of work Since the contract was signed, and as I stated to Mr*** in my response to his email, we have tried to contact you by phone at least documented times to try to schedule your work, and our sales coordinator Gordon has also emailed you several times We spoke to Mrs*** once, who stated she would have you contact us that afternoon, and we never heard back from you until you called me back yesterday in response to my voicemail In every possible way, we have been trying to get this taken care of for you, and we want you to be happy with the end result. Given the entirety of the situation, in addition to the $price match discount, we are willing to provide you with an additional $discount off the contract, and give you a free year of maintenance on your fireplace system valued at $I was also informed that you spoke to Larry yesterday and that he offered you a triple burner system vs a double burner systemThis reflects the best offer we can make you for the work as stated in your contractIf this is agreeable to you, please email me back and let me know how you’d like to proceed. I hope we will be able to keep you as a customer under these terms, and I look forward to hearing from you. Regards, Indira G***General Manager

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Cyprus Air still not addressing the problem of overcharging for installing the Pro for $They are making it sound like they did me a favor for not charging the Condensate line cleaning for $Whereas when speaking to Erika O*** Customer Service Relation Specialist, her reply was "The fee you paid on August 26th was $864.85, which included $for the diagnostic (inspection) of the system and $for installation/labor."My complain was that I received a bill that was not detailed about th fees and installation fee nor the cost of the partMs Erika 's reply was " I apologize for the lack of clarification and/or communication between our Customer Service staff and yourself at the time of service. I spoke to MsJ*** who said she tried her best to break down the charges for you. The Customer Service Representatives have no control over the cost of parts or services, they simply do their best to communicate with you using the information they are given." Till today I do not have a price for the part itself nor the labor fees or the hourly cost.Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: - Cyprus air did not speak with Mrs*** They spoke with Mr***.- I did not say that everything was taken care of I told the women on the phone that since Cyprus air would not respond to my calls nor would they respond to the Revdex.com query, that I was having the fireplace insert taken out and that I was going to look elsewhere for a more reliable fireplace insert and company to do business with
Regards,
*** ***

From: Indira A*** Date: Fri, Feb 27, at 4:PMSubject: RE: *** *** Complaint (***)To: *** *** Hello ***, I tired to contact *** *** few times to resolve this matter but his phone has been busy. I have
us billing *** *** $on 2/11/for both fireplaces inspection my team gave him a discount off $I will be more then happy to speak with *** *** if you can have him contact my cell phone that would be great. Thank you, Indira G***###-###-####

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
CYPRUS Air response
on 2/09/15 is a copy of the 1/23/15 business response.  This response was not accepted because if failed
to address the main issue, specifically, schedule for completion of work
(products and services) in our original invoice.  It has been 116 days since invoice was signed
with assurance from CYPRUS Air (both written and verbal) that installation
would be complete in 10 days.
The number of phone
messages related to a substitute log set is irrelevant because we never agreed
to the substitution.  Additionally, we
were not provided a sufficient explanation as to why the purchased log set, recommended
during CYPRUS Air in home inspection (10/15/2014, POC Larry), won’t work for
our fireplace.  Citing a conversation and
stating, “the fireplace you got will not work in your home” is not a sufficient
explanation (ref log entry 35).  We have
been misled on more than one occasion (e.g. log entry 2 [10 installation
guarantee]; 4 [warranty]; 16 [log set shipment status]; 18 [follow-up], etc)
which results in loss of credibility. 
Regarding proposed log
set substitution, no information beyond the log set name was provided for
comparison (e.g. manufacturer, dimension, heat output, photographs, etc), only
assurance that proposed substitute is a more expensive unit.
Since you declined
the third written opportunity to resolve this matter we consider Invoice 11683 null
and void.  Payment to CYPRUS Air on
10/18/2014 is considered final payment for work performed to date including labor,
products and services.  To resolve the
Revdex.com complaint, please confirm acceptance of this resolution.  If you do not consider this resolution
amicable, we will attempt to reach a resolution through the Consumer Protection
Department of the Office of the Attorney General of Virginia.  We may also choose to share our experience through
local and/or social media.
As explained both
verbally and in writing, we are not able to receive calls during business
hours, therefore, please use e-mail for all correspondence
Thank you
[redacted] and [redacted]
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: Cyprus has had three tries to get this unit working correctly.  Photo shows how home unit operates at highest level compared to unit in the Rockville store at the highest level.  There is an obvious difference between their display unit and the unit in my home.  Why do they think their field manager can do any better than the technicians they have already sent?  I want them to pull out their stuff and give me a refund.  
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I have notified the company at least seven times that the property address is not where I receive mail.  In addition, I provided my correct mailing address as part of this complaint, which they ignored.They are deliberately being difficult and obstructive, which accurately describes their performance on all things.  For the eighth time, my correct mailing address is: P.O. Box [redacted], Merrifield, VA  [redacted].
Regards,
[redacted]

to whom it may Concern,   As I stated in my previous response, the 1900.00 that was charged to her was for Freon and labor which is not covered under any warranty in the industry. This was also discussed with [redacted] by me at the time of our conversation. This system was installed 4 years ago and things like not changing the filter, keeping furniture in front of returns, and doing regular maintenance on the system could void the warranty with the manufacturer but I am not concerned about that at this time as I want to take care of the customer. I have also extended to her 2 years of free maintenance visits for 2017 and 2018 which is valued at 960.00 as we charge customers 480.00 per year to be on this maintenance plan. I also extended the labor warranty for the parts that were installed to 1 year from the 90 days that is standard.   All of these concessions were given due to the experience that [redacted] had received with our company and I feel are reasonable compensation for the issues [redacted] has had.   Indira G[redacted] General Manager

Hello,The panels where order they where shipped to us wrong. Tsengel whom you spoke with today is contacting the manufacture to see if they can rush them. We truly apologize for this inconvenience. Please feel free to contact me.Indira G[redacted]General Manager[redacted]@indoorcomfort.com###-###-####

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]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:Cyprus Air also sent a separate email that I received on 10 October 2016 indicating the following:"In conclusion we will go ahead and cancel your contract at no additional cost to you effective immediately and typically we do not [brake] the contract procedures but out of good faith and to maintain good customer service to you, the service maintenance is cancelled and we have waived the cancelation fees. Please feel free to email me back if you should have any questions and or comments. "Respectfully, Vasty M[redacted] Operations Manager
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]

Date: Mon, Mar 27, 2017 at 12:56 PMSubject: [redacted]To: "[redacted]" <[redacted]>Mr. [redacted],Customer called In to get an estimate on a new system on 11/9/2016. Our comfort advisor went out to his home on 11/13/2016 and quoted the customer two prices. Customer said...

he just wanted us to replace the compressor which we advised against but he wanted a quote which was $2950.00 cash price. We also quoted him for a new outdoor unit of $4607 cash.  Customer decided to just replace the compressor and signed a contract on 11/15/2016. We went out on 11/16/2016 and replaced the compressor installed a filter dryer, vacuumed the lines. Heat pump was working and operable when we left. Our Tech noticed that the compressor had been replace before and again recommended for him to replace his heat pump and air handler. On 12/1/2016 customer called in stating that his compressor was making noise and we scheduled to go out on 12/8/2016. Our tech went out to customer’s home on 12/8/2016 tech found bad reversing valve on the outdoor unit. We recommended to the customer that he should replace his whole outdoor unit. Informed him if the reversing valve is replaced the TXV on the outdoor unit and filter dryer will need to be replaced also. Customer signed off on all of our tickets and we did install a new compressor. We will be happy to replace the entire outdoor unit for the customer and credit the compressor towards the new outdoor unit purchase. However we will not be unable to refund the customer for a part we installed and did labor for. I have attached all the tickets along with the estimate and the signed contract. We have attempted to speak with customer in regards to concerns and resolution and haven’t been successful. If you should have any questions and or concerns please feel free to give us a call or send an email. v/r,  Vasty M

[A default letter is provided here which...

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]

Hello [redacted]I apologize for the in-connivance I have called you 2 times and left a voice mail. I have issued you a refund for $245, however I would still like to speak with you about the concern you have had.If you can please give me a call back at your earliest convenience.Thank you for...

your feedback,Indira G[redacted]@indoorcomfort.com###-###-#### Office

Date: Fri, Feb 24, 2017 at 2:22 PMSubject: [redacted]To: "[redacted]@myRevdex.com.org" <[redacted]@myRevdex.com.org>We have been trying to get ahold of the customer and have no been successful. v/r Vasty M

To whom it may concern;I have spoken to [redacted] we are sending the team out today to complete the installation of the liner. In addition to that I have given [redacted] extended warranties and one year free maintenance.Should you have any questions or concerns please feel free to contact...

me.Respectfully,Indira G[redacted] General Manager

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it...

before sending it.]
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.  This resolution includes elimination of the $950. bill, reinstatement of services in the future  and upholding the warrantee for 15 years parts and labor along with an apology.  I accept this and appreciate the settlement.
Regards,
[redacted] (formerly **

From: Indira A[redacted] <[redacted]>Date: Mon, Jan 19, 2015 at 3:27 PMSubject: RE: [redacted] Complaint (Waiting on 3rd Notice Response) CID # [redacted]To: [redacted] <[redacted]>Hello Mr. [redacted], I have added notes from our system with the dates and times that we...

have contact Mr. [redacted] to schedule for us to go and complete the install.  I will also contact him today my self and get back to you with any resolutions or install date.  1/19/2015 12.09PM RQ: CALLED LM TO FINISH INSTALLS1/16/2015 11:40AM VASTY: CALLED LM TO FINISH INSTLL -VM 1/13/15LM TO HAVE CUSTOMER CALL BACK AND SCHEDULE INSTALL.RF 1:59PM1/7/2015 13:32 GORDON: LM TO SET UP SWITCH OUT1/2/2015 10:57 GORDON: LM TO SET UP SWITCH OUT12/23/2014 14:23 GRODON: SPOKE WITH WIFE AND SHE SAID THAT SHE WOULD LET HER HUSBAND KNOW THAT I CALLED TO SET UP THE SWITCH OUT12/19/2014 12:09 GORDON: LM TO SET UP INSTALL12/17/2014 16:26 GORDON: LM TO SET UP FIREPLACE SWITCH OUT12/15/2014 12:11 GORDON: LM AND SENT ANOTHER EMAIL TO SET UP THE NEW FIREPLACE INSTALL12/11/2014 14:36 GORDON: LM AND SENT EMAIL TO CUSTOMER TO SET UP THE SWITCH OUT OF THE FIREPALCE.11/14/2014 12:31 GORDON: AFTER SPEAKING WITH INDIRA, WE DETERMINED AT THIS POINT TO PRICE MATCH THE CUSTOMER BUT NOT OFFER THE MAINTENANCE OR EXTRA YEAR LABOR. I WILL CREDIT THE CUSTOMERS ACCOUNT $900.00 TO MATCH BROMWELLS PRICE AND ALSO I HAVE BRIAN LOOKING FOR THE FIREPLACE TO COME IN TODAY OR TOMORROW AND ONCE IT COMES WE WILL GET HER INSTALLED BY THANKSGIVING. SHE OR HER HUSBAND WILL CALL ME BACK TODAY TO CONFIRM THAT THEY ACCEPT IT.11/10/2014 11:58 GORDON: SPOKE WITH THE CUSTOMER11/7/2014 10:24 GORDON:  SPOKE WITH CUSTOMER TODAY11/10/14 BRIAN –SPOKE WITH CUSTOMER11/12/2014 9:50 GORDON: SPOKE WITH CUSTOMER