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Complaint Details
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Initial Complaint
07/29/2023
- Complaint Type:
- Order Issues
- Status:
- Answered
Ive been requesting the same service since April. Its now August & still no service but youre receiving monthly payments on auto pay! Ive requested a Supervisor on numerous occasions, not 1 follow up call from no one! This is by far the worst experience ever! This totally unacceptable & unprofessional for any company! You are a reflection of your *************** allow these type of actions! Ive had over 7 techs out before deciding to replace! After deciding to replace, you contract technician that can properly install an AC unit! DIRECT HOME IMPROVEMENT are even worse! **************** calls, dont come or call! Finally shows up at 7p, here till 11p. STILL NO AC! Not a Manger or Supervisor from either company returns my calls! Betterbusinessbureau I NEED SOME HELP!
Business response
08/31/2023
Dear valued customer,
We are sorry to hear that you had a negative experience with our company. We take all feedback seriously and strive to improve our services to meet the needs and expectations of our customers.
It looks like our customer service represenative had to leave the office due to a personal emergency issue the Saturday that you were calling and our third party answering service was taking the calls and sending us the emails to get back to you. Unfortunately, we do not work on Sunday's and did not get back to you until Monday. We strongly apologize about that and have made improvements to prevent that situation from happening again.
Please rest assured that we are committed to providing our customers with the highest level of service and will do everything we can to make things right.
Thank you for bringing this to our attention and we hope to have the opportunity to earn back your trust and business.
Sincerely,
Direct Improvements LLCInitial Complaint
02/23/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I brought a proposal from Direct Home Improvements that gave different options with different warranty days for each proposal. So my proposal I paid for came with a 60 day warranty. Right after I paid the 842 dollars. The next day the unit went down. Now they telling me I have to pay more even though they said in the proposal it is a 60 day warranty. It ne er says in the proposal that the warranty only covers the part the fixed. That is the reason I bought the proposal. I want them to stand by the 60 day warranty and fix my unit if it stops working within those 60 days. These are the proposals and warranties they offered me. I should not have to pay nothing else within these next 60 days since the proposal they gave me is under warranty. If not I should receive my money back for false advertisingBusiness response
03/01/2023
Hello there. This client is upset because her unit went back down due to her not taking our professional recommendation. In our proposal it says that the repair we made is only a band-aid and not recommended. Her unit went down again due to another part that we recommended she replace. She did not want to address the issue and she only wanted to take the band-aid option. In that option we informed her that it comes with a 60 day warranty for the band-aid repair (the part we repaired). However, when her unit went back down it was not due to the part we repaired, but another part, one that we recommended she replace. She somehow is under the impression that a 60 day warranty means we will repair any part on her furnace if it goes down within that 60 day time frame and that is not reasonable at all. There is only a warranty on the parts she paid for and not the whole entire furnace. We're not sure why she doesn't understand that is not normal for any business, to be responsible for additional parts that wasn't paid for to be fixed. Please assist with this review as we feel this is not fair to us since we originally tried to help the client out by giving her our professional recommendations to prevent her unit from breaking in the near future. Also we should not be responsible to repair all parts on her furnace if they break within 60 days if she only paid for one part to be repaired. Thank you for all your time and consideration. Link to her proposal is here. *************************************************************************************************************************
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.
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