March 3, 2010
Mechanic's Responds.com News, LLC has received in the following information from Mechanic's Heating & Air Conditioning, LLC in relation to the above referenced Mechanic's customer:
Since our response is limited to 9000 Characters, and the fact that the BBB cannot or will not post our additional exhibits on their online response system, we are providing to the BBB any other interested persons or agencies the following link:
http://www.mechanicsresponds.com/Rhonda_and_John_Haglar/Rhonda_and_John_Haglar.htm
This link may include but is not limited to:
(a) Our contract with this customer
as represented by our invoice,
(b) A Sworn Affidavit from our technician,
(c) Our Preamble to this complaint,
(d) A copy of our “Mechanic’s
Terms and Conditions of Service Agreement” which can be found online at
MechanicsAir.com.
We
also wish to provide these following links as part of this response:
http://www.mechanicsresponds.com/
http://www.mechanicsresponds.com/Mechanic's%20Heating%20Air%20Conditioning%20Responds.htm
Please see www.MechanicsResponds.com for more information.
Please see our many happy and documented customer compliments at these following links:
http://www.airconditioningatlanta.com/Mechanic's%20Atlanta%20HVAC%20Happy%20Customers%20Index.htm
http://www.airconditioningatlanta.com/Mechanics_Customer_Compliments.htm
These exhibits are attached hereto (via our web link) as part of this response and are incorporated herein as part of this response as if they were laid out in their entirety. Our relationship with this customer is contractual in nature and is governed by our “Mechanic’s Terms and Conditions of Service Agreement.”
All services were agreed to in writing by this customer.
Even the BBB explains our service call and additional charges to the customer as listed on their so called BBB “Dependability Report” for our firm located at this link:
http://atlanta.bbb.org/WWWRoot/Report.aspx?site=39&bbb=0443&firm=18000921
As our contract stipulates, any disputes this customer has with our firm must be arbitrated through Henning Mediation & Arbitration Service, Inc., as agreed in writing with this customer. Henning Mediation & Arbitration Service, Inc. may be reached at the following address and phone number: Henning Mediation & Arbitration Service, Inc. 3350 Riverwood Pkwy SE # 75, Atlanta, GA (770) 955-2252
We have carefully reviewed this customer’s complaint. It appears the main complaint is as follows: She does not know what she paid for.
She states in her complaint: “I am not threatening (sic) their company I just want to know what are we paying for.”
The fact is she has never paid the $85 she owes. She agreed to pay $29.95 for a service call and did with a personal check. Per our written “Mechanic’s Terms and Conditions of Service Agreement”, Ms. Haglar agreed to:
Our Service Call is $29.95. This fee covers:
(1) Expense for traveling to
your house including the current price of gas, vehicle insurance, maintenance of
the vehicle, training costs of the employee, insurance covering the employee and
maintenance of tools brought by the employee.
(2) A consultation with you, the customer.
(3) Discussion of problem(s) with customer: “What, Where, How, When” Questions.
(4) Discussion of past problems of utility consumption: (Are your utility bills
too high?)
(5) Obtaining relevant background information concerning your system and its
past problems, repairs, or other issues.
(6) Evaluation of Air Quality concerns: Does anyone in the home have asthma or
any health related concerns?
(7) Obtaining other relevant information on your system, such as age of system.
(8) Placing gauges on the unit for initial Refrigerant Reading, if needed.
(9) Performing Visual Check of the unit with the problem.
(10) For Heating Repair Calls, visual examination of the furnace’s “Order of
Operation.”
(11) Examination of airflow inside and on outside condenser, or furnace.
(12) A Diagnostic Check which simply determines the nature of your unit’s
current operating condition. This diagnostic check is like meeting with a doctor
to discuss the nature of the problem and allow the doctor to make a personal
inspection.
(13) Should our technician decide that a further investigation is needed (like
when a doctor orders blood work or x-rays), the next step is Troubleshooting
which is an additional charge.
This customer also agreed to pay for our Trouble Shooting service. That fee is $85.00 per 30 minutes. Troubleshoot typically means: A form of problem solving most often applied to repair of failed products or processes. It is a logical, systematic search for the source of a problem so that it can be solved, and so the product or process can be made operational again. Troubleshooting is needed to develop and maintain complex systems where the symptoms of a problem can have many possible causes. Troubleshooting requires identification of the malfunction(s) or symptoms within a system. Then, experience is commonly used to generate possible causes of the symptoms. Determining which cause is most likely is often a process of elimination - eliminating potential causes of a problem. Finally, troubleshooting requires confirmation that the solution restores the product or process to its working state.
This customer did not pay for this service and has failed to pay as of this date.
There are a few things to note about this customer. Our technician said from the moment he entered the residence, the attitude of the male and female customer was aggressive and strange. They stated the unit was installed improperly from the time our firm set foot in their house. Our technician calmly tried to assure them that he would look at the unit and see what he could find. Before he could start, this customer’s Doberman pincher was moved into another room. Plus, these customers continually interrupted our technician like they assumed bad news from the outset. They repeatedly stated that there was error on Mechanic’s part but never stated what the error was. They obstructed this technician from completing his work. They continually moved the Doberman pincher from one room to another in direct contravention to instructions by our technician to leave the dog in one room. They continually hounded and harangued our technician from the time he got there to the time he left. The whole scene was very bizarre. After the diagnostic, the customer wrote a check for $29.95 and we prepared to leave as they did not want to go farther with any troubleshooting service. Then, they decided they wanted the troubleshooting service. Our technician performed the troubleshooting service and discovered the problem however due the statements from the customers, their unstable emotional and physical attitudes and the Doberman continually being moved around in front of him, he decided for his own safety to leave the residence.
This customer mentions her medical problems and this might explain the bizarre behavior that happened at this residence.
Finally, this customer states she does not know what she was paying for. Yet she has never paid the $85.00. We have explained above what she was paying for.
In fact, nothing has stopped her from mailing the money in to us yet she has failed to do so. That is why we are sending her to collections.
We deny any wrongdoing in this matter and are satisfied that because of the bizarre behavior and due to safety issues, we acted properly in this matter.
We propose the following settlement: Customer pays us the $85.00 she owes and we will not send her to collections and not add collection and attorneys fees to it. This offer expires 3-5-10.
The BBB is unfair and treats Mechanic’s harshly out of retribution for not paying the BBB its so called “Membership Fees” way back in 2007.
Mechanic's experience with the Metro Atlanta BBB can be summed up as follows:
Not Paying BBB "Membership Fees" = A Bad Letter Grade + Tabloid News Exposure + Government Investigations
Please visit the following links for full details of our complaints against the BBB:
http://www.mechanicsresponds.com/
http://www.airconditioningatlanta.com/Notices/BBB%20-%20Mechanic's%20Reliablity%20Report%201.3.pdf
http://www.airconditioningatlanta.com/Notices/BBB%20-%20Mechanic%27s%20Reliablity%20Report%201.2.pdf
http://www.mechanicsresponds.com/Mechanic's%20Heating%20Air%20Conditioning%20Responds.htm
Your BBB President, Fred Elsberry, (You can visit your President at http://www.fredelsberry.com/ ), has failed to respond to our letter to him dated March 13, 2009 or to take corrective action. This letter can be found at this link:
http://www.airconditioningatlanta.com/Notices/BBB%20-%20Mechanic's%20Reliablity%20Report%201.3.pdf
As we have repeatedly pointed out to your BBB, and your BBB has continued to ignore the fact that your BBB is printing outright lies against our firm by failing to disclose to the public in our firm’s so called “BBB Reliability Report” that we have responded in detail to your so called Ad Review Issues. On Wed, Feb 25, 2009 9:45 am, Dottie Callina told us via email, “Because the original ad challenge was opened in 2007 and you did not respond, the complaint will remain as is.” If this is the case, then put this statement in the ad review report: “Mechanic’s has responded to all these issues raised, but we have decided it’s too late.”
Please see this following link for proof:
The BBB reminds us of a scene from the movie “Back to School”: Mr. Melon's secretary is setting in a professor's class in which the professor (The BBB) absolutely hates Mr. Melon (Mechanic's) (Rodney Dangerfield's Character). When the professor realizes that Mr. Melon's personal secretary is "typing notes" for Mr. Melon, the professor sits behind her and says to her something to this effect: "Please take this down for Mr. Melon- Mr. Melon, no matter what you do, no matter what you try, no matter what you say, you will never, never, pass my class."
Mechanic’s has developed its own “Mechanic’s Dependability Report” in conjunction with its News division, MechanicsResponds.com, and has awarded the Atlanta BBB an “F” rating as outlined at this link:
We would like for everyone to see our thousands of documented, online happy and satisfied Mechanic’s customers at the following links:
http://www.airconditioningatlanta.com/Mechanic%27s%20Atlanta%20HVAC%20Happy%20Customers%20Index.htm
http://www.airconditioningatlanta.com/Mechanics_Customer_Compliments.htm
Our so called “BBB Reliability Report” fails to reflect our now 28,000+ happy customers. The BBB report does not reflect the thousands (yes that right “thousands”) of customers per season we help, via our “Same Day Service” who are desperate to find relief from Atlanta’s oppressive heat and cold, when no other company has appointments available to come out. The reason we can do this is because we pay people to stand around waiting for calls unlike other services who set appointments ahead in two to three days. It costs more for instant service. Yet some clients can wait three days and pay less. That is their choice.
It is interesting how the BBB has never once pointed out to us where we have done anything wrong or illegal. Furthermore, the BBB chooses NOT to see our many satisfied and happy customers. Even though the BBB directly comments on our customers, by stating “company’s experience in the marketplace in dealing with their customers…..”, the BBB will not put up a link on our “BBB Reliability Report” to our web site http://www.airconditioningatlanta.com/Mechanics_Customer_Compliments.htm in order to give our potential customers a “fair and balanced” look at what our customers have been telling us about our services. The BBB chooses to stay “blind” and slap our firm with an unfounded “unsatisfactory record” (now and “F”).
Furthermore, no one at the BBB seems to be able to make a final decision on the merits of a complaint.
The BBB seems unable or unwilling to either point out to us where we have violated the Law or our contract in relation to a matter, or to have the professionalism and the courage to put a complaint to bed once and for all.
It seems no one at the BBB reads our responses, but rather just pushes a button on the BBB’s new computer system. Maybe it is all electronic and no human ever touches it or reads it.
The BBB’s “customer complaint process” seems to be nothing more than an exercise in endurance for both sides.
The BBB allows consumers to abuse the BBB’s services.
The BBB has failed to respond to ANY of our response letters requesting assistance to resolve matters with customers.
On BBB’s website, the BBB maintains a list of our firm’s unresolved complaints. This list closely resembles customers of ours who have written bad checks, put stop payments on the checks or refused to pay.
The BBB engages in “Pay to Play”.
Our Complaints against the BBB, says it all. To “Start with Truth”, start here:
We know nothing is going to change between Mechanic’s and the BBB. We know the BBB’s mind was made up a long time ago when we did not pay the BBB money to join in 2007. We know the BBB is going to keep tabloid reporters on our case. We know we are both going to keep "escalating things" as time goes on. We know we will have to keep contacting reporters of our own and let them know what is going on. We know we will have to keep compiling evidence on your BBB.
The actions of your Company are unconscionable. We truly hope you will reconsider the way you and your Company discriminates against our firm. We hope you will make the right choice and govern yourselves professionally.
We will keep protecting and sticking up for ourselves, as long as it takes.
We know that one day, this will all have to be settled in Court.
Best Regards,
You
can reach Rhonda Haglar at
rhondadh@live.com
You can reach John Haglar at
johnh@ctgatlanta.com
You can reach J. R. Adams at 770-425-0000 or via email at News@MechanicsResponds.com.
Disclaimer: The information contained herein is for informational purposes only. The
information contained herein is believed accurate but is not warranted. We
encourage all interested parties to verify the information contained herein on
their own. The information contained herein was derived from public information
sources, from our records, or from Reports or Complaints filed with us.
Copy Right 2009 - - Mechanic’s Responds.com News, LLC - All Rights Reserved