Stout Heating and Cooling

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.Make no mistake that the repairs are not the basis of my Revdex.com complaint I will contact [redacted] by letter and inform them of the lack of professionalism and the repairs that will need to be performed by another company I won't go through the hell and heartache of dealing with Stout again Fixing what they did wrong may cost another $in add-ons!! Isn't it questionable that Stout would flip the original complaint to a repair? I will forward all future concerns to AGs office and media options Thank you Revdex.com for at least trying to get resolution Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined the response would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] ***

Good Morning, Thanks you so much for calling me back yesterday, I really appreciate the opportunity to have a chance to address this complaintAs I explained yesterday, Ms *** has a home warranty She called in to her home warranty for service to her home regarding her furnace, they dispatched us to her house The first time we went out for the furnace issue we replaced some parts to try to rectify the situation (since the home warranty would prefer to fix a furnace over replacing is possible) Once the parts were replaced and were able to actually start the furnace we were able to determine thru camera inspections that the furnace had a cracked heat exchanger and would indeed actually need to be replacedSo here is how it works from there: We submit our diagnosis with photos to her home warranty for approval At that time we provide a list of all materials needed to complete the installation of new equipment including any retro fitting or changes that need to be made to connect her new equipment to her existing ducts, plenum, coil etc etc The home warranty provides us with ONLY the furnace, every other cost is borne by our company and those are what is considered her non coverage A clients non covered item cost completely depend on what type of policy they have with the home warranty We never see their policy so we really have no idea what they will have to pay directly to us until we are told by the home warranty ourselves Once she is approved for her new furnace her home warranty calls her and this call is recorded, to discuss with her what her non coverages are and she MUST accept them and agree to pay them in order for the process to move forward it is at that time that she has an opportunity to choose another company, decline to pay, or go whatever route she chooses to After she spoke to her home warranty she made contact with Tony Stout, my husband and install manager to go over her "nons" with him I was present for the call and she once again agreed to pay them with no issues I then called her myself and she gave me her credit card number to pre pay them, which according to the paperwork from her home warranty and their phone call with her the total was $ I made a mistake and only charged her $ She also refuses to pay the balance dueMoving forward to the day of install, Her equipment was installed, we did all of the things she was charged for in addition to installing a free thermostat and leaving her and extra filter Now, she is unhappy because Stout Heating and Cooling operates on a flat rate program In example, if we have to make a gas line modification, we charge a flat fee of $225, whether or not we use piece of gas line or 20, it is the same fee In her case we replaced several pieces of her gas line Flue pipe modifications, duct modifications etc etc are all done on the same flat rate principal Where she is struggling to understand this is that this is VERY common in the HVAC business and nowhere out of the norm for a business to run this way She feels that if we only used feet of flue, or gas lines pieces, or feet of sheet metal she should only be charged for what we actually paid for those items That just isn't how life and business works and this is where the " [redacted] analogy" she is so upset about comes into play I told her if [redacted] pays $for a TV that you bought for $do you expect [redacted] to give it to you for $100? I have attached a copy of her emails to the company, our responses to her Her warranty rep was copied on all correspondence and even they said they are not going to do anything more for her She is being very unreasonable with her expectations to be refunded for something that was completed and she received everything she paid for Please let me know if I can be of further assistance and I look forward to putting this one to rest I can be reached at Respectfully Christine Stout Owner Stout Heating and Cooling

In regards to ***'s rebuttal, We are more than happy to warranty all of our work. This has never, nor will be an issue. If Mrs*** has any problems with the install, such as metal that is sharp etc we have no issues returning to make adjustments for her. Since we (Stout Heating and Cooling are contracted through her Home Warranty all she needs to do is call them and request for us to return to make repairs and adjustments to the install. This could have been handled with a simple phone call months ago, this whole process of going through the Revdex.com for a resolution has done nothing but delay the end result she is looking for on repairs. As soon as Mrs *** makes contact with her home warranty we will come right out and get her taken care ofThanks you! Christine Stout

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Make no mistake that the repairs are not the basis of my Revdex.com complaint.  I will contact [redacted] by letter and inform them of the lack of professionalism and the repairs that will need to be performed by another company.  I won't go through the hell and heartache of dealing with Stout again.  Fixing what they did wrong may cost another $500.00 in add-ons!!  Isn't it questionable that Stout would flip the original complaint to a repair?  I will forward all future concerns to AGs office and media options.  Thank you Revdex.com for at least trying to get resolution. 
Regards,
[redacted]

Good Morning, Thanks you so much for calling me back yesterday, I really appreciate the opportunity to have a chance to address this complaint. As I explained yesterday, Ms [redacted] has a home warranty.  She called in to her home warranty for service to her home regarding her furnace, they...

dispatched us to her house.  The first time we went out for the furnace issue we replaced some parts to try to rectify the situation (since the home warranty would prefer to fix a furnace over replacing is possible).  Once the parts were  replaced and were able to actually start the furnace we were able to determine thru camera inspections that the furnace had a cracked heat exchanger and would indeed actually need to be replaced. So here is how it works from there: We submit our diagnosis with photos to her home warranty for approval.  At that time we provide a list of all materials needed to complete the installation of new equipment including any retro fitting or changes that need to be made to connect her new equipment to her existing ducts, plenum, coil etc etc.  The home warranty provides us with ONLY the furnace, every other cost is borne by our company and those are what is considered her non coverage.  A clients non covered item cost completely depend on what type of policy they have with the home warranty.  We never see their policy so we really have no idea what they will have to pay directly to us until we are told by the home warranty ourselves.   Once she is approved for her new furnace her home warranty calls her and this call is recorded, to discuss with her what her non coverages are and she MUST accept them and agree to pay them in order for the process to move forward.  it is at that time that  she has an opportunity to choose another company, decline to pay, or go whatever route she chooses to.   After she spoke to her home warranty she made contact with Tony Stout, my husband and install manager to go over her "nons" with him.  I was present for the call and she once again agreed to pay them with no issues.  I then called her myself and she gave me her credit card number to pre pay them, which according to the paperwork from her home warranty and their phone call with her the total was $1625.  I made a mistake and only charged her $1550.  She also refuses to pay the balance due. Moving forward to the day of install, Her equipment was installed, we did all of the things she was charged for in addition to installing a free thermostat and leaving her and extra filter.  Now, she is unhappy because Stout Heating and Cooling operates on a flat rate program.  In example, if we have to make a gas line modification, we charge a flat fee of $225, whether or not we use 1 piece of gas line or 20, it is the same fee.  In her case we replaced several pieces of her gas line.  Flue pipe modifications, duct modifications etc etc are all done on the same flat rate principal.  Where she is struggling to understand this is that this is VERY common in the HVAC business and nowhere out of the norm for a business to run this way.  She feels that if we only used 3 feet of flue, or 5 gas lines pieces, or 2 feet of sheet metal she should only be charged for what we actually paid for those items.  That just isn't how life and business works and this is where the "[redacted] analogy"    she is so upset about comes into play.  I  told her if [redacted] pays $100 for a TV that you bought for $600 do you expect [redacted] to give it to you for $100? I have attached a copy of her emails to the company, our responses to her.  Her warranty rep was copied on all correspondence and even they said they are not going to do anything more for her.  She is being very unreasonable with her expectations to be refunded for something that was completed and she received everything she paid for.  Please let me know if I can be of further assistance and I look forward to putting this one to rest.   I can be reached at 317 702 4669 Respectfully  Christine Stout Owner Stout Heating and Cooling

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Please advise on how and where I should give narrative on my rejection for the complaint against Stout if I need to do that any further after this email. I could go through all of the documentation and dispute all of the disrespectful notes from Stout and I can provide much better before and after pictures. Bottom line is that they have confirmed that they can and did charge for things that weren't included in the install simply because they can because they say it is industry standard and it appears that they are getting by with it. My contract with [redacted] states that [redacted] pays for the equipment (furnace) and the install including the install. They are allowing their vendors to charge whatever they want to be included in what they (Stout) call "nons". I am unable to remove the furnace filter and yes, I have done what Stout had instructed with no success so they will need to repair this and also the ductwork that was cut unevenly. I was going to pay someone else to do it but can, at least, fix what they didn't do properly. I can provide pictures and documentation but it all boils down to their "industry standard" reply. I did not receive what they charged me for and if this is acceptable to the Revdex.com I will accept that response from you but will never accept it as a resolution. I went into this complaint knowing that my getting reimbursement was slim to none but wanted the business practices of Stout and [redacted] documented. I believe I have achieved that and will pursue further with the AG office and through the media. I grew up earning a living through hard work and honesty and this is neither. Thank you for your time and efforts. Respectfully, [redacted] Sent from my iPhone