Thank you for the opportunity to respond to one of our valued customersWe appreciate the hard work the Revdex.com puts in to make sure client’s issues are resolvedI have attached copies of our contract with the client’s initials next to all of the work that was performed that day Also, the notice of cancellation with the customer’s signature is includedThis notice of cancellation gave the customer the right to cancel any work performed by our company until September 20th, Ron, service technician, was with the client for a total of hours and minutesHe communicated with [redacted] in person and John over the phone to make sure everyone was aware of the best solutionRon followed the company policy for this situation
I have read their response and once again it seems like they are scamming us, I seen the copies of what they sent yet I have in my possession from them a certificate stating year parts AND Labor warranty from them, I just do not seem to understand how there can be so many different warranties on the same product, I do understand there are manufacturers warranties and company warranties but how can I have a certificate from them stating years yet they have written years, again slick words and deception
Again thank you for allow us to clarify this with the clientattached you will find the invoice, and then a highlighted copy of the options sheet that they have signed and selectedThe form clearly states years of labor, and years of parts The client is clearly out of warranty according to their contractThe client spent $with us in on itemsI would be happy to give them credit toward a repair
Gillece Services would like to have authorization from the customer to have have a senior technician and an employee with an engineering education and background to arrange a visit to the customer's residence to view and evaluate the retaining wall mentioned in the customer complaint
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] ***
Dear Revdex.com, After reviewing the concernWe see that the client was scheduled and rescheduledWe would be happy to refund her $and also offer her a free tune up for next furnace seasonThis is in our records and she can call in and make the appointment when she wants it Thank You Tom
I am not completely satisfied with the Company’s responsesEspecially with the condescendence which is transparent from this responsesTherefore, here are facts:Fact Gillece indeed delivered the filters yesterdayYet, they do not comment on the fact that I solicited these filters for months (I have a flow of text messages with Mr [redacted] dated stating from May 15) and the response to my requests was always temporizationThe company should apologize for thisIs there a consequence? Administrative sanctions? Reimbursement of our monthly fees that we paid without receiving the requested service?Fact We agreed that we should schedule a manufacturer’s rep inspectionAgain, we discussed this with the Gillece personnel in May and nothing happened until we pressed again in JulyIt is true that due to unforeseen circumstances, we needed to cancel the appointment scheduled for August But no other action has been taken from Gillece sinceAgain, “eager” does not exactly characterize the response from the company, which needed 2months to schedule the appointmentAnd again, is there any consequence for this?Fact Three months after the installation, when the heater was not functioning properly, Gillece installed the outside thermostat which they forgot to install back in SeptemberA fan was not installed properly and we have documents to prove all thisAltogether, these demonstrate negligence during the installation process, which the company took quite a while to identify and correctThey never assumed all these faultsFor instance, for three months, we had to pay electricity bills which were 3x the bills for the similar months because they did not installed the thermostatNo reimbursement was provided.Fact Before getting this installation by Gillece, we never had problems with the previous oneThe caveat is that the previous installation was properly calibrated for the houseWe have conclusions from an independent company stating that the new system is not properly tailored for our house.Fact The duct issue is not trueWe did not change the ducts recentlyWe did not change the windowsThe summer was relatively mildYet, our electricity bill is up and the house is too warmFact We were not “given numerous options to correct the one room that he is complaining about”We’ve been told to start the fan (more electricity costs), to change the windows (more costs), to install a portable AC in the attic (more costs)We paid >$13,for this work so one would expect the new system to function at least at the parameters of the old oneNeedless to say that one would expect the new systems to be more cost-effective, energy savingDoes MrE [redacted] agree with this last statement? Did they consider it when they installed our system? I have second opinion from experts saying no.We are equally eager to solve these issues (we just got a new electricity bill which is >$compared to the similar period last year)Also, we still expect reimbursement for the Gold membership that we paid for nothing to Gillece during the last year and ending just hiring and paying an independent AC company to investigate into the problems related to Gillece work Regards, [redacted]
To conclude my business with Gillece Services I would need them to complete the following.1) Complete the stacking work per originally discussed with the plumbersWhich would place the pipe up close to the ceiling and walls.2) Place the toilet where it had originally satI was given an option of moving the fixtures while the floor was open, but I stated that I wanted everything left where it was I understand that the code states that the flange will need to be one foot away from the wallThe toilet had been moved approximately inches toward the entry way which inhibits putting back my inch vanity in the same location.3) Replacing the concrete floorThis time using Heppa Filters to eliminate the concrete dust from going through the house, which I was told in the beginning would be used for that purpose and was not This did not help my asthma.I would like this to be completed as soon as possible and in a timely manner
I would like to reject the business's response to my complaintI have reviewed the copies of the agreement they sent to you and I do not see anywhere on them where it specifically states as to whether it is a company warranty or a manufactures warranty, even on the certificate I have from them stamped with # specifically from Gillece Services and signed by Mark K [redacted] that says Congratulations year parts and labor warranty, year no lemon guarantee year performance guarantee and year money back guarantee, to which I have mailed the Revdex.com a copy of this, now however Gillece handles their manufactures warranties is up to them but when you give your customers a certificate stating that their parts and labor are covered for years and they call with a problem with their furnace they are under the assumption that parts and labor are covered and when you tell them when they ask if it is covered and you tell them no it expired after years surely you can understand our confusion when we have this certificate that states years part and labor
If possible I would like the appointment to be 12/12/ 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]
Dear Revdex.com, Thank you for allowing us to respond, we understand that there are sides to every storyMy name is Tom Eshenbaugh, operations manager with Gillece ServicesI did speak to the client while Eric was at his homeI offered him a credit towards the replacement of the old unitIn this case, the clients motor failedWE gave the client multiple options, however we did not do a repair of the motor under the first contractWe did however give the client the option to have the unit replaced, as we explained that due to the age of the equipment and the lack of maintenance it may be in his best interestThis would have corrected his concerns todayHe however chose a lesser option, and the unit failedAt this time our repair worked, our parts did not fail, we feel that a refund is not the solutionWe also feel that the repair that we made is working correctlyAs the customer stated his motor failed, and we made no repair to a motor
Dear Revdex.com, Thank you for allowing us to respond to this clients concernWe understand that there are always sides to every story and we appreciate you allowing us to respond in a timely manner In regards to the clients concerns, I have attached a copy of our companies waiver signed by the clientThe client was fully aware of the risk involved in the process of snaking a year old pipeThe home was built in and all of the original pipe was in placethe average life of drain lines is years , therefore this pipe was double its life standardsWe gave the client options to repair the line to make it functionalAlso please keep in mind that the client called us because they had a issue, they wanted us to resolve the problemI would be happy to discuss this further with them, they can contact me at ###-###-####
Dear Revdex.com, My name is Tom E [redacted] (Operations Manager for Gillece), and I wanted to thank you for allowing us to clear up any concerns the client may haveI wanted to first point out that the client had us in his home on the 27th of MarchAt that time we inspected a unit that was over years oldOur technician Matt reviewed the complete system and use our state of the Art infrared camera systemThis system is best in its class, and made specific for heat exchangersThere is not really a comparison when it comes to a white light versus a infrared system Infact we would be happy to make this offer to the clientWe will at no charge to the client recamera the system, and if we do not find the blemish the tech found we will pay the fee of the other companyWe would be happy to perform this task for our clientAs we feel that we handled the customer in their best interest
Dear Revdex.com,Thank you for allowing us to respond to the client concernsMy name is Tom E [redacted] , Operations Manager with Gillece ServicesWe no longer advertise Same day service, the client called in after pm on the day she requested serviceWe were unable to meet that request, and as a customer service gesture we waived the fee for snaking We informed the client we would come out to do the service for no chargeWe are doing our best to get a plumber out to her home, but we are restricted to after service for this clientHe response is , no person is home during the dayWe could have got numerous plumbers out to her thru-out the daySo her suggestion of hours is not accurateAt this point we feel that its best the client looks for another plumber who can meet her needs in a more timely mannerWe do apologize for her inconvenience
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would appreciate it if the plumbers can be here as early as possibleI would like to get this issue resolved
Dear Revdex.com, Thank you for allowing us to respond to this clients concernsWe will be happy to complete the work, however the client would not allow the plumber to returnWe will do our best to configure what we canHowever we cannot break Allegheny county codeWhen completed we would like to collect our balance due of $2733.33, and have the client sign a completion formWe would be happy to do this as early as tomorrow
Ms***, We would like to thank you for the opportunity to respond to this client's concernsWe understand how important helping our customers have a satisfied experience isOur technician, Jonathan, found the interior sewer lines to all schedule PVC with no obstructions; however, he
did find the exterior lines to be terra cotta pipes with root infiltrationI have attached the signed Camera Survey Sheet by the customer with that infoGillece would be more than happy to schedule a return visit to show the customer the root infiltration againOur goal is to provide the best serviceWe do this by using state of art technology to show our customers right there on the camera screen what our technicians are seeingTo ensure complete customer satisfaction we will also issue a refund of the $paid by visaOur office can be reach days a week 6:30am-9pm to schedule our return visit at no additional chargesThank you. Amanda S*Operations Manager
Gillece, your response to my complaint doesn't fully state all factsThe moral to this story and that your website states info that you have hr service and your automated system physically states that that you guarantee same day serviceDay one of request was made around 1:30...that is correct, the representative assured me that a technician would be at my home between 5:00PM-9:00PM on 1/31/2016...after additional calls the rep advised me that "their technician was STUCK at a job" for the remainder on the evening and they would not be able to get someone in my home until Monday 2/1/2016, after waiting all day to receive call from technician I decided to call several different times spoke with someone every time and they assured me AGAIN a tech would be at my home between 5:00-9:00...the same representative claims the technician was "stuck on another job and that they would be sending someone to my home today 2/2/2016...yes they assured me that the fee was going to be waived but at the end of the day the fee wasn't the problemThe problem is the following: after being told multiple times they were sending someone out for service (waiving the fee is not a determining factor what so ever) failure to deliver the branded slogan and misleading me to believe someone was coming to fulfill the services I requested is considered advertisementThis is a terrible business practice and I can see this company failing soonDAYS OF PROMISING SERVICE, OFFERING TO WAIVE THE $FEE AND THEN ADVISING ME THAT THEY HAVE NO DESIRE TO ASSIST ME AS A CONSUMER IS NOT RIGHTI've done nothing to deter this company from servicing me...since my complaint which by the way states facts and I have proof of every promise made, this makes absolutely no senseFailure to deliver...my next step is contacting WPXI, KDKA AND WTAEYes I am angry!
GILLECE sent a gentleman out who was a manager at the company on 12/26/to assess the situationHe clearly could see that the job wasn't done in a professional manner and indicated that a meeting was occurring the very next morning (12/27), at the Gillece offices, to talk about my case specificallyThen they were going to go back to you, the Revdex.com, with their results and what they would offer to make us whole againI assumed with it being in the heart of the holidays that I would give it at least a week. I emailed *** on 1/8/and she responded1/10/that a voicemail was left with Amanda at Gillece for a responseI didn't hear anythingI followed up with *** 1/and again 2/via emailI have also left voicemailsI did not close the complaintGillece has never responded in any wayThe case is very much open and should be statused as such. Please let me know if you need anything furtherIf they aren't cooperative I would like to know that so I can file formally with the state attorney's office of Pennsylvania.Thank you ***I really appreciate your assistance
Customer's desired settlement states: "I don't expect a refund Information for future customers will probably be sufficient."It appears this matter was caused by mice chewing the wiring.It is not standard for this type of work order and associated job to include the wire to be placed in
conduit
Thank you for the opportunity to respond to one of our valued customersWe appreciate the hard work the Revdex.com puts in to make sure client’s issues are resolvedI have attached copies of our contract with the client’s initials next to all of the work that was performed that day Also, the notice of cancellation with the customer’s signature is includedThis notice of cancellation gave the customer the right to cancel any work performed by our company until September 20th, Ron, service technician, was with the client for a total of hours and minutesHe communicated with [redacted] in person and John over the phone to make sure everyone was aware of the best solutionRon followed the company policy for this situation
I have read their response and once again it seems like they are scamming us, I seen the copies of what they sent yet I have in my possession from them a certificate stating year parts AND Labor warranty from them, I just do not seem to understand how there can be so many different warranties on the same product, I do understand there are manufacturers warranties and company warranties but how can I have a certificate from them stating years yet they have written years, again slick words and deception
Again thank you for allow us to clarify this with the clientattached you will find the invoice, and then a highlighted copy of the options sheet that they have signed and selectedThe form clearly states years of labor, and years of parts The client is clearly out of warranty according to their contractThe client spent $with us in on itemsI would be happy to give them credit toward a repair
Gillece Services would like to have authorization from the customer to have have a senior technician and an employee with an engineering education and background to arrange a visit to the customer's residence to view and evaluate the retaining wall mentioned in the customer complaint
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] ***
Dear Revdex.com, After reviewing the concernWe see that the client was scheduled and rescheduledWe would be happy to refund her $and also offer her a free tune up for next furnace seasonThis is in our records and she can call in and make the appointment when she wants it Thank You Tom
I am not completely satisfied with the Company’s responsesEspecially with the condescendence which is transparent from this responsesTherefore, here are facts:Fact Gillece indeed delivered the filters yesterdayYet, they do not comment on the fact that I solicited these filters for months (I have a flow of text messages with Mr [redacted] dated stating from May 15) and the response to my requests was always temporizationThe company should apologize for thisIs there a consequence? Administrative sanctions? Reimbursement of our monthly fees that we paid without receiving the requested service?Fact We agreed that we should schedule a manufacturer’s rep inspectionAgain, we discussed this with the Gillece personnel in May and nothing happened until we pressed again in JulyIt is true that due to unforeseen circumstances, we needed to cancel the appointment scheduled for August But no other action has been taken from Gillece sinceAgain, “eager” does not exactly characterize the response from the company, which needed 2months to schedule the appointmentAnd again, is there any consequence for this?Fact Three months after the installation, when the heater was not functioning properly, Gillece installed the outside thermostat which they forgot to install back in SeptemberA fan was not installed properly and we have documents to prove all thisAltogether, these demonstrate negligence during the installation process, which the company took quite a while to identify and correctThey never assumed all these faultsFor instance, for three months, we had to pay electricity bills which were 3x the bills for the similar months because they did not installed the thermostatNo reimbursement was provided.Fact Before getting this installation by Gillece, we never had problems with the previous oneThe caveat is that the previous installation was properly calibrated for the houseWe have conclusions from an independent company stating that the new system is not properly tailored for our house.Fact The duct issue is not trueWe did not change the ducts recentlyWe did not change the windowsThe summer was relatively mildYet, our electricity bill is up and the house is too warmFact We were not “given numerous options to correct the one room that he is complaining about”We’ve been told to start the fan (more electricity costs), to change the windows (more costs), to install a portable AC in the attic (more costs)We paid >$13,for this work so one would expect the new system to function at least at the parameters of the old oneNeedless to say that one would expect the new systems to be more cost-effective, energy savingDoes MrE [redacted] agree with this last statement? Did they consider it when they installed our system? I have second opinion from experts saying no.We are equally eager to solve these issues (we just got a new electricity bill which is >$compared to the similar period last year)Also, we still expect reimbursement for the Gold membership that we paid for nothing to Gillece during the last year and ending just hiring and paying an independent AC company to investigate into the problems related to Gillece work Regards, [redacted]
To conclude my business with Gillece Services I would need them to complete the following.1) Complete the stacking work per originally discussed with the plumbersWhich would place the pipe up close to the ceiling and walls.2) Place the toilet where it had originally satI was given an option of moving the fixtures while the floor was open, but I stated that I wanted everything left where it was I understand that the code states that the flange will need to be one foot away from the wallThe toilet had been moved approximately inches toward the entry way which inhibits putting back my inch vanity in the same location.3) Replacing the concrete floorThis time using Heppa Filters to eliminate the concrete dust from going through the house, which I was told in the beginning would be used for that purpose and was not This did not help my asthma.I would like this to be completed as soon as possible and in a timely manner
I would like to reject the business's response to my complaintI have reviewed the copies of the agreement they sent to you and I do not see anywhere on them where it specifically states as to whether it is a company warranty or a manufactures warranty, even on the certificate I have from them stamped with # specifically from Gillece Services and signed by Mark K [redacted] that says Congratulations year parts and labor warranty, year no lemon guarantee year performance guarantee and year money back guarantee, to which I have mailed the Revdex.com a copy of this, now however Gillece handles their manufactures warranties is up to them but when you give your customers a certificate stating that their parts and labor are covered for years and they call with a problem with their furnace they are under the assumption that parts and labor are covered and when you tell them when they ask if it is covered and you tell them no it expired after years surely you can understand our confusion when we have this certificate that states years part and labor
If possible I would like the appointment to be 12/12/ 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]
Dear Revdex.com, Thank you for allowing us to respond, we understand that there are sides to every storyMy name is Tom Eshenbaugh, operations manager with Gillece ServicesI did speak to the client while Eric was at his homeI offered him a credit towards the replacement of the old unitIn this case, the clients motor failedWE gave the client multiple options, however we did not do a repair of the motor under the first contractWe did however give the client the option to have the unit replaced, as we explained that due to the age of the equipment and the lack of maintenance it may be in his best interestThis would have corrected his concerns todayHe however chose a lesser option, and the unit failedAt this time our repair worked, our parts did not fail, we feel that a refund is not the solutionWe also feel that the repair that we made is working correctlyAs the customer stated his motor failed, and we made no repair to a motor
Dear Revdex.com, Thank you for allowing us to respond to this clients concernWe understand that there are always sides to every story and we appreciate you allowing us to respond in a timely manner In regards to the clients concerns, I have attached a copy of our companies waiver signed by the clientThe client was fully aware of the risk involved in the process of snaking a year old pipeThe home was built in and all of the original pipe was in placethe average life of drain lines is years , therefore this pipe was double its life standardsWe gave the client options to repair the line to make it functionalAlso please keep in mind that the client called us because they had a issue, they wanted us to resolve the problemI would be happy to discuss this further with them, they can contact me at ###-###-####
Dear Revdex.com, My name is Tom E [redacted] (Operations Manager for Gillece), and I wanted to thank you for allowing us to clear up any concerns the client may haveI wanted to first point out that the client had us in his home on the 27th of MarchAt that time we inspected a unit that was over years oldOur technician Matt reviewed the complete system and use our state of the Art infrared camera systemThis system is best in its class, and made specific for heat exchangersThere is not really a comparison when it comes to a white light versus a infrared system Infact we would be happy to make this offer to the clientWe will at no charge to the client recamera the system, and if we do not find the blemish the tech found we will pay the fee of the other companyWe would be happy to perform this task for our clientAs we feel that we handled the customer in their best interest
Dear Revdex.com,Thank you for allowing us to respond to the client concernsMy name is Tom E [redacted] , Operations Manager with Gillece ServicesWe no longer advertise Same day service, the client called in after pm on the day she requested serviceWe were unable to meet that request, and as a customer service gesture we waived the fee for snaking We informed the client we would come out to do the service for no chargeWe are doing our best to get a plumber out to her home, but we are restricted to after service for this clientHe response is , no person is home during the dayWe could have got numerous plumbers out to her thru-out the daySo her suggestion of hours is not accurateAt this point we feel that its best the client looks for another plumber who can meet her needs in a more timely mannerWe do apologize for her inconvenience
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I would appreciate it if the plumbers can be here as early as possibleI would like to get this issue resolved
Dear Revdex.com, Thank you for allowing us to respond to this clients concernsWe will be happy to complete the work, however the client would not allow the plumber to returnWe will do our best to configure what we canHowever we cannot break Allegheny county codeWhen completed we would like to collect our balance due of $2733.33, and have the client sign a completion formWe would be happy to do this as early as tomorrow
Ms***, We would like to thank you for the opportunity to respond to this client's concernsWe understand how important helping our customers have a satisfied experience isOur technician, Jonathan, found the interior sewer lines to all schedule PVC with no obstructions; however, he
*Operations Manager
did find the exterior lines to be terra cotta pipes with root infiltrationI have attached the signed Camera Survey Sheet by the customer with that infoGillece would be more than happy to schedule a return visit to show the customer the root infiltration againOur goal is to provide the best serviceWe do this by using state of art technology to show our customers right there on the camera screen what our technicians are seeingTo ensure complete customer satisfaction we will also issue a refund of the $paid by visaOur office can be reach days a week 6:30am-9pm to schedule our return visit at no additional chargesThank you. Amanda S
Gillece, your response to my complaint doesn't fully state all factsThe moral to this story and that your website states info that you have hr service and your automated system physically states that that you guarantee same day serviceDay one of request was made around 1:30...that is correct, the representative assured me that a technician would be at my home between 5:00PM-9:00PM on 1/31/2016...after additional calls the rep advised me that "their technician was STUCK at a job" for the remainder on the evening and they would not be able to get someone in my home until Monday 2/1/2016, after waiting all day to receive call from technician I decided to call several different times spoke with someone every time and they assured me AGAIN a tech would be at my home between 5:00-9:00...the same representative claims the technician was "stuck on another job and that they would be sending someone to my home today 2/2/2016...yes they assured me that the fee was going to be waived but at the end of the day the fee wasn't the problemThe problem is the following: after being told multiple times they were sending someone out for service (waiving the fee is not a determining factor what so ever) failure to deliver the branded slogan and misleading me to believe someone was coming to fulfill the services I requested is considered advertisementThis is a terrible business practice and I can see this company failing soonDAYS OF PROMISING SERVICE, OFFERING TO WAIVE THE $FEE AND THEN ADVISING ME THAT THEY HAVE NO DESIRE TO ASSIST ME AS A CONSUMER IS NOT RIGHTI've done nothing to deter this company from servicing me...since my complaint which by the way states facts and I have proof of every promise made, this makes absolutely no senseFailure to deliver...my next step is contacting WPXI, KDKA AND WTAEYes I am angry!
GILLECE sent a gentleman out who was a manager at the company on 12/26/to assess the situationHe clearly could see that the job wasn't done in a professional manner and indicated that a meeting was occurring the very next morning (12/27), at the Gillece offices, to talk about my case specificallyThen they were going to go back to you, the Revdex.com, with their results and what they would offer to make us whole againI assumed with it being in the heart of the holidays that I would give it at least a week. I emailed *** on 1/8/and she responded1/10/that a voicemail was left with Amanda at Gillece for a responseI didn't hear anythingI followed up with *** 1/and again 2/via emailI have also left voicemailsI did not close the complaintGillece has never responded in any wayThe case is very much open and should be statused as such. Please let me know if you need anything furtherIf they aren't cooperative I would like to know that so I can file formally with the state attorney's office of Pennsylvania.Thank you ***I really appreciate your assistance
Customer's desired settlement states: "I don't expect a refund Information for future customers will probably be sufficient."It appears this matter was caused by mice chewing the wiring.It is not standard for this type of work order and associated job to include the wire to be placed in
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