"I am sorry that our customer had this all happen to them. I wanted to share a little more information so that customer understands our side of the story. Pioneer Basement's representative visited the home in 2006 and recommended a full crawl space encapsulation because there was an extreme humidity problem. We recommedned this because just putting a Santa Fe dehumidifier only would not fully solve the customer problem. The member's decided to just have the Santa Fe and sump pump installed. While this was better than doing nothing it did cause the unit to work more than it needed to. Even so the unit was fine for almost 5 years with absolutely no problems. Santa Fe Classic was Installed on 9/26/06 warranty expires 9/26/2011. Customer called in on 8/11/11 stating unit was not working properly. She was told if it was a compressor or a leak it normally runs about 350.00-400.00 for labor & shipping. We explained that she still has a part warranty but not a labor or shipping warranty. Pioneer Basement did explain that the repair needed to be done by the manufacturer since it was more than what Pioneer could legally do at our location. (Compressor must be serviced by a licensed HVAC technician.) One of the reasons we provide our customers with a free loaner is because we want them protected while their unit is being shipped & repaired. In this case Pioneer Basement made 2 trips to the home (at no charge) to install our loaners and pick up their unit. On 1/18/12 we called to schedule the unit to get put back in and the bill was $454.36. When the member's complained about the cost, Pioneer Basement credited the Amaral's account $125.00 which was our fee for the labor that was not covered by the warranty. The warranty on the Santa Fe is 1 year parts and labor and 5 years on parts only. (Compressor and Condenser) The manufacturer did cover the parts and only charged for shipping and labor. Pioneer Basement did not make $1.00 on this whole service issue and we went out of our way to help our customer. We at Pioneer Basement cannot be responsible for the time it took for the manufacturer to repair the unit, and we did provide a loaner unit. I would like to propose an offer to the members our Angie's List customer - Pioneer Basement while NOT our responsibility (legally or morally) to do so - will provide a full credit of $450.00 toward the crawl space encapsulation job we recommended back in 2006. It is our sincere desire to help people with their basement or crawl space problems - It was not our intention to cause any problem for our customer."

"Pioneer Basement chooses not to "sell" our services in the manner most other companies in our industry do. We do not feel it is right to tie up a client with 1-2 hours of their time and ours if we feel the client is not a match. I am concerned that this members rating (D) overall was posted in retaliation because our Project Manager determined that Pioneer was not a match. We would not want to spend 2 hours trying to sell someone as our process is one of self selection - where we allow our customer to buy what they want. We realized that some customers view this as rushed (20 minutes providing a "free estimate" is a reasonable time for our Project Manager to determine if we can do the project or if the customer is someone we want to work for) I would hope that other members look at this negative rating in the light of all our other reports."

"At Pioneer Basement our brand is choice and control. We want our customers to buy what they want and when they want it. We believe our customers should be in full control of the sales process and also in control of how they want to pay for their job. Thanks for taking the time to file a report."