Action Plumbing Heating & Air

Complaint: [redacted] I am rejecting this response because: I am rejecting Action Heat Plumbing & Air's response to the concerns on are furnaceBecause if the unit was installed correctly the first timeTheir wouldn't have been 13-time where technicians had to show up at are resident's to fix the unitEverything from thermostat changes,wires in the furnace not correct, adjusting and readjusting setting to the furnaceAlong with the main wire from thermostat to furnace being replacedBatteries being changed and changed again in the thermostat, extra returns put in the house to help with there inferior furnace.Changing the type of filters being used in the furnace to help with poor furnace performanceWe had seven returns in the house already, we now have eightFuses being blown and replaced on multiple occasions, mother board in the furnace being replacedAnd finally the pipe that goes into the exhaust side of the furnace coming out and carbon monoxide being released into the houseMy wife getting sick, and when I called Action to report this, they acted like it was no big dealAsked if we could wait until the next day, I stated no it needs to be addressed tonightSo as you can see from the information stated above this has been an ongoing thing with Action Heating Plumbing & AirIt just comes down to poor quality, poor performance, and poor installation of the furnace.We do not feel safe with this furnace in our houseAnd Action Heating Plumbing & Air don't care about standing behind there product or customer service, very cold Sincerely, [redacted]

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 Sincerely, Larry [redacted]

To Whom it May Concern, I would like to sincerely apologize to MrC [redacted] for the frustration with his recent service it is never out intention to leave our customers feeling dissatisfied! MrC [redacted] expressed in his complaint that he would like us to come out and fix the leak he was experiencing, I am happy to say that that has been taken care of On 7/9/we sent a senior technician to the C [redacted] home and the repair was done at no charge to the customer I would like to thank MrC [redacted] for his business, and we look forward to working with him in the future Sincerely, Chacie I***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Sandra P***

To Whom It May Concern,
I first and foremost
would like to apologize to MrsP***, it is never our intention to have our customer’s
feel they
are unimportant or "put off"!
To address MrsP***
complaint At the time that MrsP*** called in for service, Mon
6/29/2015, our office was extremely overwhelmed with several calls for service
and people in the same position as MrsP***MrsP***'s was advised at
the time she called in that we were two days out for service due to all of
the emergency calls that had came into our office MrsP***'s was
advised on 6/29/at approx 3:pm that we would be unable to assist her on
that day but will try again for Tuesday and will keep her updated throughout
the day
On 6/30/9:am
MrsP***'s called into our office to get a time frame, she was informed at
that time that we were still extremely overwhelmed
with emergency calls and that we would continue to keep her updated
Our office contacted Mrs.' P***'s twice during the day
and ultimately contacted the her at 3:pm to advise her that we
were unable to get a technician to her on this day and again we will try for the following day
On 7/1/at 8:am
MrsP***'s contacted our office again wanting a time frame, at this time she
was advised that we are doing our best to make it out to her and we were unable
to provide a time frame but would extend to her an hour notice of arrival
At Approximately 3:pm MrsP***'s contacted our office extremely
upset and yelling at our customer service representative, Lonetta
Lonetta tried to provide MrsP***'s with the reason we were overwhelmed
and why we were unable to provide hour service during this heat
wave Unfortunately MrsP***'s and Lonetta were unable to
communicate properly so the call was ended I do want to apologize to Mrs
P***'s if she felt that our customer service representative was being rude,
this is out of character for Lonetta, we do appreciate this being brought to
our attention and it has been addressed within our office
On 7/2/we were able
to get a technician out to MrsP***'s and her air conditioner was
repaired under warranty
As for MrsP***'s
complaint that we advertise hours service, please understand that under
normal circumstances we are able to assist our customers within
hours in an emergency, however as mentioned above our area was breaking record
high heats During these times, being in the service industry, we
are sometimes unable to assist everyone within that hour period We do
have to prioritize our calls and have an obligation to assist those, whom are
elderly, have medical conditions and infants in the home before we can service
anyone else It is impossible for us to predict when said calls
will come into our office That being said we do our best
to accommodate as many people as we possibly can, and in doing so we
are unable to give set time frames because in doing so that limits the amount
of customers we can assist and will lead to greater wait times.
Ultimately Mrs
P***'s was taken care of in just over hours Again we do apologize for the frustration and
in an effort to maintain the business relationship we have built with Mr
P***'s I would like to extend to her a complimentary furnace or ac
tune up within the next months
Sincerely,
Chacie I***

Complaint: ***
I am rejecting this response because:for the misrepresentation of warranty of workmanship and ultimately not conducting the requested service. To this date, Action Plumbing Heating Air and Electric (Action) has not provided the service they agreed to perform, which was to repair the air conditioning unit. hours after the Action Agent left our home, he had to return because the service had not been completed. I signed the paper with the understanding that his service would fix the problem as he guaranteed that it wouldThe conduct of Action's agent coming to our home on May 18th, giving us parts that didn't resolve the issue and then recommending a new air conditioning unit is analogous to someone taking a vehicle to the auto mechanic to repair a flat tire, only to find out that after changing the oil, servicing the transmission and replacing the fuel filter (none of which resolve the actual problem) the mechanic tries to sell you an new car from his car lot next door. Clearly, one would question the ethics of the Mechanic. How is this case any different? Action sent an unqualified agent to repair a air conditioning unit and now they stand behind this "agreement" that states all sales are final and that refunds are not availableAction is clearly ignoring the part of the agreement that states "Workmanship is warranted for days unless otherwise specified." I called the day after the services were completed to complain about the workmanship that was provided. The Action Agent, Jimi, was clear what his "professional recommendation" was - buy a new air conditioning unit. However, after a couple hours of research on the internet, not only was I able to diagnose the problem, but also put in a temporary fix until I could hire a real professional to conduct the requested serviceAction incorrectly claims this is a case of Buyer's Remorse. Buyer's remorse is when the buyer regrets purchasing an item or service. Not only did Action not provide the requested service, they racked up a $bill of new parts and service that weren't need and ultimately, did not solve the problem. For Action to offer a $refund and claims buyer's remorse is a slap in the face in an effort to cover their shoddy workmanship. Additionally offering a One-Year or Two-Year service plan is ridiculous. Their employees incompetence, lack of due diligence and integrity in this matter speaks for itselfIn the end, the Action was hired to repair the air conditioning unit and to this day, they have not done provided that service. I am disputing the charge to my card for the misrepresentation of warranty of workmanship and ultimately not providing the requested service
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this communication is accurate as to what our conversation was today. The straps still need to be installed and the non-existent crack that was identified still needs to be remedied. I look forward to continuing to work with Action to resolve these issues
*** ***

To Whom It May Concern,
Although I do respect MrsP***’ decision to reject the
original response to her initial complaint our stance remains the same. I have already addressed all the issues Mrs
P***’ mentions in her rejection and don’t feel the need to continue to
reiterate the same thing, as it is counterproductive at this point
In an effort to resolve this issue and move forward, I would
like to offer a complimentary furnace tune up for the month of September with a
guaranteed hour window for arrival to MrsP***Scheduling a furnace tune up
at this time will avoid our busy season as to not run into the same issue as
mention in the complaintThis is a $value and will be free of charge to
MrsP***. I will notate this on Mrs
P***’ account and she is free to contact our office to schedule her
complimentary furnace tune up
Thank you for your time and consideration to the matter
Sincerely,
Chacie I***

To Whom It May
Concern,
I first and
foremost would like to apologize to MrL*** for the inconvenience it is never
our intention to mislead or misinform our
customers
That being
said I would like to address MrL***’s complaint. MrL***
call into our office on Tue
6/23/at 8:am stating that his upstairs air
conditioning unit was not working, however the air conditioning unit that cools
his down stairs was working just fine. At the time
MrL*** was advised that due to the higher temperatures we were experiencing
that we were to days for serviceMrL*** advised the customer service
representative that he would only be available after 2:pm on 6/23/or
before 2:pm on 6/24/
On 6/23/
at 2:37pm our dispatch department called MrL*** to advise him that at that
point we were extremely delayed and would likely not make it out on 6/23/
On 6/24/at 12:a customer service representative attempted to contact
MrL*** and advised him that we were still delayed however the voice
mail to his phone was not set upAt 12:pm on 6/24/MrL*** contacted
out office to advise us that he will not be avail for his appointment and would
like us to try to get him in on 6/25/2015. At 10:am
and 4:pm on 6/25/MrL*** called into our office demanding that a tech
be at his home that day, he expressed he was upset , and was informed by the
customer service representative he spoke to that we are doing our best and will
keep him updatedOn 6/25/at 6:pm MrL*** called into our office
again, but this time he opted to cancel his
appointment
As you can
imagine with the temperatures the week of MrL***'s call for service being in
the upper 90s to degrees, our office experienced a very high volume of
service related calls.
Being in the service industry during these heat waves
we do have to prioritize our calls. To give you an idea of how we do so, we have
an obligation to get to those customers who have elderly people in the home,
infants in the home, and those with medical conditions, those are our upmost top
prioritySecond to that would be those without any source of cooling and those
that have been waiting the longestAt this point once the previous mentioned
customers are taken care of we then do our best to make it
to those with alternate sources of cooling, like Mr
L***.
In addition to
us prioritizing our calls MrL*** was not flexible with this scheduling and
in fact postponed his own appointment on 6/24/to the
following day, unfortunately this does effect us being able to get a service
technician out in a timely manor. During these busy times we do not quote, as
stated above, time frames or “numbers on a list”, so I truly believe this must
have been a miscommunicationWe never asked MrL*** to adjust his schedule
in fact quite the opposite, we will always advise our customers to go about
their daily routine and we will call with 30-minute notice of arrival, so
again there may have been a
miscommunication
Mostly I would
like to again apologize to MrL***, and hope that after explanation he can
try to understand how difficult it can be to accommodate 100's of customers
in his same situation and worseTypically in these situations had MrL***
kept his appointment and given us the chance to service his air conditioner we
would have been glad to waive the basic service fee of $for any
inconvenience
Sincerely,
Chacie
I***

Tell us why here...because ACTION Plumbing mis - represented the types of repairs they said were needed
the next company I called was *** *** *** and they were able to repair the plumbing problem for a fraction of the cost ACTION PLUMBING QUOTED US

On 5/22/at approximately 12:45pm, our office received a phone call from the complainants tenant requesting plumbing serviceShe advised our office that her Landlord, *** *** had approved her to contact us for service since he was pleased with a prior service rendered earlier in MayWe
dispatched a technician soon after the initial call came in as the tenant indicated there were floor drains backing up and they needed immediate serviceThe tenant, *** *** advised our office upon the initial phone call requesting service that she would be responsible for paymentDuring the course of service it was agreed upon between our service technician Miko, and the home owner *** ***, that *** would remit the full balance of $for services rendered 5/22/& 5/23/*** also agreed to run his credit to finance an excavation of the sewer line for a total of approx $to ultimately solve the drainage problemWith ***’s permission, we ran ***’s credit on 5/23/through different lenders in an effort to assist him with funding the excavationWe were unsuccessful in getting *** approved on his own and were advised by the lending companies that they would require a co-signer to approve his loanHe advised me verbally on Tuesday 5/24/that he had full intentions of paying the $balance, but did not have the full $1000, could only come up with $Also that he would either have his daughter call into our office to provide her personal information to co-sign on his loan and/ or for me to reach her later in the day as she is a nurse and worked graveyard shiftsI did advise him at that time, we would be happy to apply the $balance towards the excavation to which he had expressed full intentions to me at that time of going forward with the contractOn 5/25/2016, *** contacted our office stating he had not been able to speak to his daughter to even ask her if she would co-sign on his loan, but that he would speak to her that evening prior to her leaving for work and have her contact me Thursday 5/26/so I may submit the applicationDuring this conversation it was expressed that we would require at least the $balance for service rendered, but again we would deduct that from the balance of the excavationHowever I would wait to hear from his daughter Thursday Our office did not hear from *** or his daughter at all on Thursday 5/26/I called and left a message for *** the morning of Friday 5/27/At that time I advised my service technician to also try to reach ***It was relayed to me by our plumber Miko that he spoke to ***, and upon greeting him was immediately met with contention and told that he never wants to hear from our company againHhe called our company ‘Scam Artists’ and threatened to place a Revdex.com complaintAt this time *** has avoided all calls from our office to resolve this matterUntil he placed the Revdex.com complaint, we had not been made aware of any grievancesWe proceeded with service only with ***’s permission and under the pretenses that he was going to pay for the service renderedWe did everything possible to accommodate his tenantOur technician arrived to the $balance due to an initial auger of the main sewer line Sunday 5/22/Then having to return the following day 5/23/to auger the sewer line again, for a total of timesThen run a camera through his main sewer line, ultimately determining the line had to be repairedAt this time, we request that he remit the balance for service rendered to which he agreed to, and gave permission to performIn regards to clarification; we have not been advised of such ‘better repair’At this point that is irrelevant and does not negate the service we already performedWe request that he pay for services that were agreed uponAfter days, we will pursue collections and the home owner or complainant *** *** will be responsible for fees or costs associated with collections including possible lien fees

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.
Sincerely,
Larry [redacted]

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I am rejecting Action Heat Plumbing & Air's response to the concerns on are furnace. Because if the unit was installed correctly the first time. Their wouldn't have been 13-15 time where technicians had to show up at are resident's to fix the unit. Everything from 5 thermostat changes,wires in the furnace not correct, adjusting and readjusting setting to the furnace. Along with the main wire from thermostat to furnace being replaced. Batteries being changed and changed again in the thermostat, extra returns put in the house to help with there inferior furnace.Changing the type of filters being used in the furnace to help with poor furnace performance. We had seven returns in the house already, we now have eight. Fuses being blown and replaced on multiple occasions, mother board in the furnace being replaced. And finally the pipe that goes into the exhaust side of the furnace coming out and carbon monoxide being released into the house. My wife getting sick, and when I called Action to report this, they acted like it was no big deal. Asked if we could wait until the next day, I stated no it needs to be addressed tonight. So as you can see from the information stated above this has been an ongoing thing with Action Heating Plumbing & Air. It just comes down to poor quality, poor performance, and poor installation of the furnace.We do not feel safe with this furnace in our house. And Action Heating Plumbing & Air don't care about standing behind there product or customer service, very cold. 
Sincerely,
[redacted]

I spoke to [redacted] on 12/30/2016. He reiterated his complaint to me and expressed his frustration with two charges, being the issue with the furnace was not resolved with the first visit. He agreed to the first initial charge of 289.00 but was under the impression the technician would return with...

a part to complete the service. The technician returned at a later date, completing the repair and collect additional 289.00 for second visit. In speaking to Mr. [redacted] I expressed my empathy and offered to remove the second charge in good customer relations. Mr. [redacted] happily agreed to this and expressed to me that he would then remove his complaint with Revdex.com. Should you have any further questions, please contact our office.Management

[redacted] & [redacted]
[redacted] [redacted]
[redacted]
On 11/12/2014 [redacted] called
our office for a preventative maintenance furnace tune up which was
scheduled for 12/1/14. Due to unexpected availability we were able to
expedite dispatching a technician on 11/28/14. The...

conclusion to said
visit was to replace the HVAC system which was installed promptly
that day. Once complete, we arranged to have our dry wall repair ma
out to the home to patch up any drywall that needed to be removed
during the installation. On 11/29/14 [redacted] called our
office to advise that the furnace was not functioning. Within Minutes
our technician was dispatched to the [redacted] residence and the
technician was able to make the necessary adjustments in order to
restore heat and left the home with the furnace in working order.
On 4/13/2015 our Quality Control
Manager was dispatched to the [redacted] residence to perform his
routine inspection on the equipment that was installed. On 04/15/15
[redacted] called our office very upset stating that her furnace
wasn’t functioning. Later that afternoon our office dispatched
technician whom made the necessary adjustment to the thermostat in
order to restore heat which again left with the furnace in working
order.
On 09/15/2015 one of our customer
service representatives (CSR) called the [redacted] residence to
schedule the preventative maintenance inspection that came with the
installation of the new equipment. This service was scheduled for and
dispatched on 9/23/15. Although the [redacted]'s did have heat at the
time of service, our technician noticed that the static pressure
seemed high and recommended to have our Quality Control Manager back
out for an inspection.
On 12/8/2015 our Quality Control
Manager was dispatched and while performing the inspection noticed
some adjustments were needed and made arrangements to have them
addressed. On 12/17/2015 our installs manager was dispatched to the
[redacted] residence to complete the recommended adjustments by
installing a return air vent in order to allow the system to work
more efficiently.
On 12/26/15 [redacted] called our
office very upset because his furnace was not functioning. He was
advised by our CSR that we would dispatch our next available
technician to his home. An hour later Mr. [redacted] called our office
again demanding to speak with a manager and demanding that we install
a new furnace in his home that day. It was explained to Mr. [redacted]
that management was not in the office on weekends. Mr. [redacted] would
not accept that, and demanded that a manager respond to him within an
hour. About an hour later we dispatched a technician who made some
adjustments to the thermostat and left the home with the furnace in
working condition.
On 12/26/15 Our customer care manager
spoke with [redacted] in order to schedule re-inspect the
thermostat to ensure it was functioning properly. On 12/31/15 our
technician was dispatched and re-installed the CTK04 thermostat and
left the home with the furnace in working order.
On 1/3/2016 [redacted] called our
office stating that the furnace was not working again. He was
demanding that we fix it that day or replace it. Our CSR called our
Quality Control Manager to find a resolution but Mr. [redacted] refused
to work with him any further and wanted to speak with someone above
him. At this point we had no other option than to escalate the
situation to our Service Manager. Due to our Service Manager being
out of town we dispatched a technician to the [redacted] residence on
01/04/2016 to restore heat. While at the home our technician replaced
the control board and thermostat, and reset the sensors throughout
the furnace and left with it in working order.
On 01/07/2016 [redacted] called out
office because the furnace was not functioning. When our dispatcher
called to send a technician she spoke with [redacted] and he stated that
the furnace was working again but would like a technician out the
following day to ensure there aren’t any additional issues. On
01/08/2016 our Service Manager called and spoke with [redacted]
and dispatched a technician who documented & duplicated all 4
error codes on the thermostat, and also documented that Mr. [redacted]
continued to remove the thermostat off the wall himself.
On 1/14/2016 we dispatched a technician
to the [redacted] residence. While on site our technician replaced the
coin cell battery, cleared the alerts and verified it was in proper
operation.
On 1/15/2016 Our Service Manager,
Quality Control Manager & Installs Manager were dispatched to the
[redacted] residence and inspected the equipment from top to bottom.
They found that furnace is running and operating to manufacturers
specifications and no issues were found to directly correlate to the
workmanship of our initial installation and did not merit any further
adjustments.
Later that day on 1/15/2016 [redacted]
[redacted] called our Quality Control Manager's phone and left a voice
mail claiming that a “pipe” that had supposedly and/or
inadvertently had come loose. That evening we dispatched a technician
to the [redacted] residence whom reattached and sealed the flu, also
verified the furnace was is proper working order.
On 1/16/2016 [redacted] called our
office again very upset demanding to speak with our Service Manager
regarding the prior evenings visit. Also his main complaint at this
time was the question of whether or not the service could wait until
the next day. To which they declined, so we honored their request and
re-arranged our entire schedule to accommodate their emergency. To
which we do take seriously, however it is in our Service Manager's
professional opinion that the age of the furnace would not emit
substantial said exhaust to pose a threat. However, all of this was
irrelevant because withing 20 minutes from Mr. [redacted] call we had
dispatched a technician whom addressed the issues the same evening.
On 1/18/2016 our Service Manager called
and spoke with [redacted] and it was decided upon that
conversation, that due to Mr. [redacted]'s inability to remain civil
and due to his unreasonable expectations and demands, we were to part
ways and no longer provide services for him as is our right.
As you can see we have gone above and
beyond to satisfy Mr. & Mrs. [redacted]. We have fulfilled our
duties and warranted all of the work that was provided throughout
this entire ordeal. Not to mention the manufacturer provides one of
the best warranties available in the industry. Due to Mr. [redacted]'s
unreasonable expectations and demands we have been unable to satisfy
him and our stance is that we are not the proper fit for him and vice
versa. We will be unable to honor his request.
If you should have any other questions
or concerns please feel free to contact us.
Sincerely,
Customer Care

On Sept. 11, 2015,
[redacted] called our office to contract Action to fix a 'wobbly' kitchen
sink faucet. He indicated he would be unavailable from 11am-4pm and instructed
us to send a plumber anyway as his adult daughter [redacted] would be available to
meet with our plumber. We dispatched our...

plumber Cory N. whom arrived at the
home at approx. 11:30am and proceed with the service as contracted. It is our
plumbers assertion that Mr. [redacted] had given verbal consent to his daughter to
authorize the work as outlined on the invoice and proceeded with the service.
At that time [redacted] signed the invoice/ contract for the work at hand and
provided a check for payment in full. Afterward Mr. [redacted] called our office
the same afternoon and cancelled another HVAC estimate he had scheduled for the
same afternoon Sept. 11, 2015 and asked that our office not contact him.
 On Sept. 22, 2015 on or
around 2:47pm, Mr. [redacted] contacted our office to place a dispute on said
service, and claimed he had three complaints. 1). The pricing and time it took
to complete the repair. 2). Our plumber informing him that he was unable to
tighten a nut on another part of the faucet. 3). Claimed our plumber came
 back to the house and 'pushed his way into the home' to locate a
flashlight he had left at the home. 
 I had called in response
to Mr. [redacted]s claims initially on Sept. 25, and again on Oct. 1 in response to
his call asking for our address to drop off the flashlight that was left at his
home. I returned the call to discuss the dispute, but was again unable to reach
Mr. [redacted]. 
 After speaking with my
plumber. It is also his assertion, that Mr. [redacted]'s daughter [redacted] approved
the work only after speaking to her father over the phone. [redacted] signed our
invoice acknowledging our terms and conditions (also acknowledging All sales
are final and No refunds available, I have attached for review). [redacted] also
signed the invoice/ contract upon completion and provided payment via check. I
reviewed said invoice and found the price charged was identical to what is
outlined in our price guide. Action charges a flat rate, by the job price; not
an hourly rate. The charges are defined in our price guide as a 'Standard Task'
rate and/ or a discounted 'Valued' rate. The 'Valued' rate is usually only
honored with the purchase of a service agreement (Service Plan including a
Furnace Tuneup, AC Tuneup & Whole Home Plumbing Inspection, which is good
for 1 year from the date of initial purchase of service). 
 A 'Level One Repair' (to
tighten down the sink faucet) was performed and our plumber subsequently
charged the Valued rate of $275.00 (the Standard Rate would have been $341.25
per our price guide), honoring a $50 Off Coupon and not charging the cost of
our service agreement in order to get the discounted rate. Also keep in mind, when
Mr. [redacted] contacted our office to schedule the service call, he informed our
CSR that he was on our website looking for coupons. Our CSR helped Mr. [redacted]
navigate our website to locate our only coupon available for this type of
service, $33 OFF Any Service. Our Plumber honored a $50 Off coupon against our
company policy. 
 The total cost for the
service was $225.00 at which time our plumber accepted the check and
unfortunately either misplaced the check or left it at the home along with his
flashlight. Our Accounts Receivables office has been trying to reach Mr. [redacted]
as well because the service has not yet been paid for. If our plumber did take
the check, we are willing to deduct the cost of stop payment processing in
order for Mr. [redacted] to reissue the check. However, in response to Mr. [redacted]'s
request for 50% discount. A service was performed and none of Action's policies
were broken. There was no price discrepancy, other than our plumber honoring a
coupon that is not in circulation for any of Action's advertisements. 
 After speaking to our
plumber he did acknowledge, needing to go back to Mr. [redacted]'s home to collect
his flashlight, but only when he was in the area on other service calls, and
claims he was let in by [redacted]. I cannot speculate what occurred as I was not
there (nor was Mr. [redacted]), only acknowledge that it is outside of my plumbers
character to 'push his way into a home'. If Mr. [redacted]'s daughter felt my
plumber was aggressive by any means, for that I am truly sorry. We are not in the
business to make our customer's feel such a way, and my plumber is truly
apologetic if [redacted] was made to feel that way.
 In regards to the
payment. A service was performed and has to be paid for. In the effort of
keeping good customer relations, we are willing to discount the service via 10%
refund- or deduction from re-issued check (and/ or the cost of a stop payment
to reissue a check, usually $20-$35 depending on the banking institution). Or
if the customer should choose, a $50 in house credit for future services. Both
options would include a complimentary Service Agreement which is valued at $189
(Including a Furnace Tuneup, AC Tuneup, & Whole Home Plumbing Inspection).
This agreement is usually charged that the time of service in order to honor
the 'Valued Rate' or discounted service, but was waived for this service to
provide a discounted rate.
 We would require Mr.
[redacted] to contact our office to discuss the re-issue of payment as soon as
possible in an effort to resolve the dispute. Nichole L[redacted]Office Manager

To Whom it May Concern,I first and foremost would like to apologize to Mr. S[redacted] for the frustration, it is never our intention to make our customers feel put off.  In an effort to maintain the business relationship we have built with Mr. S[redacted] I have issued a credit to his...

account in the amount of $59.00 to cover a basic service fee in the event the Mr S[redacted] is ever in need of service on his furnace or ac in the future.I would like to thank Mr. S[redacted] for his business and we look forward to working with him in the future.Sincerely,Chacie I[redacted]

Complaint: [redacted]
I am rejecting this response because: This business is not being truthful regarding the calls they made to me, nor the fact that I yelled at their service representative. I had to make each and every call in the mornings, Monday through Thursday to obtain an estimate of time. They called me only at 3:00 PM each day to inform me they would not be out. Lonetta, the service representative was extremely condescending, rude, interrupted every time I tried to say something and would not answer a simple request as to my number on her list of service calls so that I could plan my day accordingly. She stated that they did not "do things that way". I asked her how they scheduled the services, whether they scheduled by time called in or exactly how they knew where they were going next. She stated they did not have a list. I asked her how they determined who was next and she avoided the question numerous times. She began yelling and kept cutting me off when I asked her to simply tell me what number I was on the list. When I asked her if they placed warranty calls last to do installs, she hung up on me. I also inquired why they called at 3:00 PM to tell me they could not be out that day when they worked 24 hours, 7 days a week. I would have assumed they would call closer to 6PM or so.  She did not have an answer for this either. They did not service my air conditioner within 48 hours. I called Monday morning at 8AM. They stated they would be out that day. Then at 3PM they called and said it would be the next day. I called every day after that and they put me off until Thursday afternoon - 4 days from my first call. I understand they had many calls. I do not understand why they could not give me information as to what number I was on their list. I am a medical professional and was trying to arrange for someone to be at my home to wait for them. As it turns out, someone waited for them for 4 days, me on the 4th day, cancelling all my patients for that day to wait. When they schedule appointments, they should tell the customer that it will not be within 24 hours if that is not the case. They have been in business enough years to know how long things take and to know that when a heat wave strikes that things will be delayed. They should not stack up so many customers that it makes all the customers wait for days and days without any idea of when they will arrive. They should have taken the customer list and stated it would be 4 to 5 days and given the customer an appointment that would have been honored. Other companies do just fine with this concept. It was the fact that they would not tell me where I was on the list that was upsetting, not that they had a back log due to the heat wave. I feel that because I was warranty work, and they would not be making any money, that I was put off further, since they declined to tell me what number I was on the list. The response they gave was a lie. They were horrible at contacting me. The only time they made that effort was to tell me at 3PM on Monday, and 6PM on Wednesday (because I asked them why they always called at 3PM when they worked 24 hours), to tell me they could not come out. I called them on Tuesday to find out they were not coming that day. Every time they called, they stated that I was on the list for the next day.  The customer should not have to wait at their home for 4 days for service. They say they give 30 minutes notice, but that does not help most of us that need to find someone to wait for them to show up. It is extremely frustrating as is the untruthful response they gave the Revdex.com.
Sincerely,
Sandra P[redacted]

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.
Sincerely,
Russell C[redacted]