I am writing this letter because I'm very upset at the way ABC does not live up to its promises. Here's what I'm referring to:
ABC sent a technician named Eddie to our house on March 6. Originally, we were expecting to pay about $170 based on the ad we saw in the paper. After checking out the ducts, Eddie told my wife that the work was going to cost $970. She asked him to call me to advise me. Eddie called me and told me it would cost $970. Eddie then did some more work and at the end, added up the cost and came up with $1807. My wife questioned Eddie as to why it was so expensive and even said for him to call me. But Eddie said not to worry about it and just trust him that I approved it. I NEVER approved $1807.
The work was done so badly that they came back out on March 9 and had to go back and clean the ducts again. That night, we tried to talk to Owen, who told me he was the owner. I told him that we felt like we should only have to pay $970 but he was adamant and said they would only give us a credit for $350. We argued with him but to no avail. I was not happy with that and told him so; especially when we told them that their ad says, "satisfaction guaranteed." Owen said he would mail us a letter saying we would get this credit and that they would provide us with 2 air filters and come out with no transportation charge whenever we needed them for the next 4 years. To this day, I never received that letter.
So on the night of March 18th, I called and spoke to Owen and he said they had put the letter in the mail. I waited until the night of March 22nd, called back, spoke to Eddie and told him that we still hadn't received anything. Eddie told me that he would tell Owen and that we should be getting something. I called again on March 23rd and spoke to Helen who said she would pass on the message to Owen. We never heard anything back from him.
In the meantime, here's what's taken place.
On June 18 at 7:30pm, I called 832-887-2440 and asked for Eddie. I spoke to Nina and she told me that Eddie hasn't worked there for about 12 months. I called back a few minutes later and left a message to have someone from ABC call me.
A few days passed and I hadn't heard anything. So I called back at 9:04pm on June 23 expressing my frustration since no one had contacted me. I asked Nina for the company's address and she said she'd be able to give it to me in the morning. Nina never called back with the address.
On July 9 at about 1pm, I spoke to Aaron, he said he was brand new. He listened to my story and said he would give the information to the G.M. (David Mausko) and that the GM would call me by Wednesday, July11th, if not I should call him.
On July 16 at 10:35am, I called back and spoke to Aaron again. Aaron told me that David talked to the technician and that he was going to call me to resolve it. Aaron said he would tell David again to call me.
On July 25 at 8:55am, I called and spoke to Aaron. Aaron said that David told him he was going to send a technician to our house. I told Aaron that no one has called to set up anything. I suggested that David come out with a technician to get it resolved. Aaron said he'd leave David another message.
On August 6 at 1:45pm, I spoke to Avid at 1-866-503-9836. He told me that Aaron wasn't there and that I should call back tomorrow.
On August 8 at 2:05pm, I spoke to Aaron and Aaron said he has sent notes to David. David told Aaron that he'd have someone bring out the filters and that he'd take care of the $350 owed to us. Aaron said that I should wait till the end of the week and see if David calls me.
On August 14 at 11:25am, I spoke to a lady named Jay. She took a message for David asking him to call me regarding our service. I gave her my name, phone number and asked her to have David call me. He never called me.
Finally, on August 16 at 12:45pm, I spoke with you at 1-866-503-9836. I told you we needed our warranty service and you said that was fine but there would be a transportation charge. I told you that I had received paperwork from the technician and was told by Owen that there would be no charge. So you said ok. You went ahead and set up an appointment for me on Sunday, September 16 between 8am and 5pm. You told me they would call 30 minutes prior to coming. I told you that we also need them to bring out that day the 2 filters and a check for $350 because that's what Owen told us. You told me that the filters were on back order but that they'd bring them and then I mentioned again the $350 and you said that was fine they'd bring that too.
On September 16 at 11:55am, I called 1-866-503-9836 and spoke to a lady with a heavy accent. She said she didn't see me scheduled for a visit that day. I told her to check with Mr. Bauer. She called him but he didn't answer. So when she called back she went ahead and rescheduled me for Sunday, October 7.
On October 5 at 8:10am, I called 1-866-503-9836 and spoke to Ben to reconfirm my appointment for October 7th. He said they would call me 30 minutes ahead. I reminded Ben that three were 3 things that needed to be done: 1.) bring the 2 filters 2.) do the warranty check 3.) bring the $350 we were owed.
So on October 6 at 10:20am, I left 2 messages (1-866-503-9836 and 817-417-6336) to confirm that someone was coming out the next day and they were going to take care of those 3 things.
On October 7 at 9:35am, I left a message on 817-417-6336 to confirm they were coming today for their scheduled appointment and to call me back on my home or cell numbers which I left.
On October 7 at 2:00pm, Nathan called from a subcontracting company explaining that they were helping ABC by picking up some of their cleaning jobs but not warranty service checks (which is free). Nathan said he was going to refer me back to ABC. Nathan said hed call the manager and ask them to take care of it.
On October 8 at 9am, I spoke with Ben and he said that no jobs were done that day but that they were going to take care of the 3 things - 1.) bring the 2 filters 2.) do the warranty check 3.) bring the $350 we were owed. He said it was written down and that he would extend the warranty by 1 month after everything that had happened. Ben told me that they would send someone tomorrow (10/9/07) and that they would call 30 minutes prior to arriving.
On October 10 at around noon, I spoke to Ben and told him they sent out a guy yesterday who told my wife he didn't even know why he was sent to our house. He didn't even know it was for the 3 things listed above. He said that he was from another company and not ABC. Ben put me on hold to find out who came out and the call got disconnected. At about 12:30pm, I called Ben back and he apologized. Ben said he would try to go out and buy the 2 filters himself. Then he said he would call a tech named Alex and see if he could come out today. Ben said he would call me around 2:30pm to let me know. Ben said that there was going to be a meeting with the owner the next afternoon and he wanted to let him know of all of the problems we've had because he was tired of being in the middle of it all.
On October 16 at 9:40am, I called and spoke to Ben. Ben told me that Alex was on his way to my house. I asked Ben if he got the filters and he said no, they didn't have any. I asked Ben if he went to the meeting last Thursday with the owner and he said yes but that the owner didn't show up. I asked Ben about the $350 and he said he had already written it down. Ben again said that Alex was on his way.
On October 18 at 9:40am, I called Ben and told him that no one called or came on Tuesday, October 16th. Ben said that Alex had called and spoke to my wife and that she said she didn't want service. I told Ben that this was a lie because my wife told me that no one called or came out. He didn't know what to say so he asked me to call Alex directly. So I called Alex and he confirmed that he never stopped by nor called my wife even though my wife called him and left him a message.
On October 19 at 8:30am, I called Ben and told him that still no one has called or come out. Ben said he would call Alex and then he would call me back in one hour. Ben never called back. I called Ben back around 3:30pm. Ben said that Alex is very busy and that they've been trying to catch up on all of the jobs and that I'm about the only one left that they still need to serve. Then Ben asked me if I wanted an appointment for Sunday or Monday (October 21st or 22nd). I told him that either one would be fine. Ben said he would find out and let me know which day they'd send someone. Ben never called back.
On October 23 at 5:40pm, I talked to Ben and said that I've been unable to get a hold of Alex. Ben said that Alex was off yesterday and today due to a problem with his mouth and that it was all inflamed. Ben said that we were the last ones he needs to see and that Alex has done all of the other jobs. Ben told me to call Alex after 8pm tonight.
At about 8:15pm that night I called and went into Alex's voice mail and left him a message to call to set up an appointment.
On October 24 at 1:35pm, I called and started to try to talk to Ben when he said he was talking to Alex on the other line. I held for more than 10 minutes and he never came back on the line, so I hung up. So I called back and spoke to Ben and he told me to contact Alex directly to set up an appointment. At about 1:50pm, I left Alex a voice mail message (214-875-1976) to call me to set up an appointment.
On October 26 at 6:55pm, I left Alex another message to call me to take care of the 3 things.
On October 26 at about 6:56pm, I called and spoke to Jane. She made an appointment for Tuesday, October 30 between noon and 4pm. I told Jane that back on August 16th, Mr. Bauer authorized 3 things 1.) bring the 2 filters 2.) do the warranty check 3.) bring the $350 we were owed. Jane said she'd make a note of it. Jane said Mr. Bauer will be back on Tuesday morning. She took down my phone numbers.
On October 31 at 1:25pm, I talked to Alex. Alex said he had been sick the last week. He took my cell phone number and said he would call me back after they have a meeting that day.
I never heard back from Alex.
On November 5 at 4:45pm, I talked to Ben. Ben said he will use a subcontractor to go out on Thursday, November 8th between 10am and 4pm. Again Ben took my phone numbers as well as my wife's cell phone number. Ben said he would call back tomorrow
To confirm. I told him we still needed for them to take care of the 3 things 1.) bring the 2 filters 2.) do the warranty check 3.) bring the $350 we were owed. Ben said "I know, I know."
On November 8 at 1:50pm, I left Ben a message saying I hadn't heard anything back regarding our appointment with the subcontractor.
On November 8 at 1:55pm, I called back (214-221-7677) and spoke to Mary and she said she'd tell Mr. Bauer to call me. I told Mary that I would wait till next Wednesday, November 14th to see if he calls and if not, I'll call him back.
On November 14, at 12:40pm, I spoke to Ben and he said they'd send someone tomorrow morning between 8am and 11am. I again told Ben to have them call first. No one ever came or called on November 15th.
On November 16 at 9am, I called Ben and told him that no on came or called. He said he was in a meeting and would call me back. He never called back.
On November 19 at 12:55pm, I talked to Ben. He said his last day was going to be Friday because he couldn't take it any longer and was moving to Florida before this job gives him a heart attack. Ben went on to say that 99% of the work has been completed and that I'm the only one left. Ben told me he would try to get a subcontractor to come out today or tomorrow or Wednesday. Again, he took my phone numbers and said he would call back. He never called back.
On November 21 at 4:00pm, I left a message on their voice mail for someone to contact me.
On November 28 at 9:30am, I left a message again for someone to call me.
So as you can see we have made numerous attempts by phone to speak to the company and the owner to try to work through this situation and although we talked to you once you never made any effort to try to get back in touch with us to resolve the situation nor to guarantee our satisfaction.
I never received the letter from Owen regarding the $350 reimbursement and the 2 air filters and we have not gotten our 6 month warranty check even though it's coming up on 9 months.
In the meantime, I talked to Ben again on 1/23/08. Ben said that he sent the check certified through the US Postal Service to my address in Naples, Florida and gave me a tracking number. I tried the tracking number on the Postal Service's website and it showed the number was not correct. So I told Ben and he said he would check on the number and call me back. He never called back even though I have left messages for him on:
1/30/08 at 5:50pm
2/1/08 at 10:25am
2/9/08 at 7:45pm
2/22/08 at 6:45pm
3/1/08 at 12:15pm
And I just called back today and I find that the number is disconnected.
As you can see, we have gotten an unbelievable runaround for the last several months. I ask you to put yourself in our shoes and tell me what you would do.
I'm at wit's end.
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