American Business Assistance & Referral Network

In response to Mrand Mrs [redacted] rejection of our response:The installation did go as smoothly as possibleI'm not sure to whom [redacted] spoke with at [redacted] about the manufacturing process on shippingAt no time did I ever tell [redacted] that ourfurnaces are "dropped and thrown around all the time." I did tell him that they were able to withstandmany applications of installationA letter from our [redacted] Factory manager [redacted] explainsthe process our gas furnaces go through during shipping (See attachment A, paragraph 3).There is no visible damage to the furnace, [redacted] did not tell [redacted] there was additionaldamage to the furnace nor did he tell [redacted] we used "old parts" from his previous furnace (Reviewphotographs and attachment B, paragraph 2).Wise Heating and Cooling did offer to show [redacted] the finished install as well as how toinstall her media filter but she refused (Review attachment C, paragraph 4)We are never in a rush toleave our customers during an installation process [redacted] returned to the installation to provide a newpart that our installers requested for the finishAt that time, [redacted] spoke with [redacted] about herconcerns in regard to the transport of the unit down the stairsAt no time did [redacted] seemdispleased with the unitIf she had expressed concern about the unit and its condition we would havetaken it back to the factory and brought another in to replace itIt was not until she spoke with [redacted] that we received any notification of dissatisfaction [redacted] then contacted Wise Heating andCooling at 9:00pm that night to express his dissatisfaction (Review attachment Bparagraph 3).Wise Heating and Cooling did not and would not under any circumstances install a lesserproduct than what our customer purchasedAt the time [redacted] purchased this unit [redacted] informedher that [redacted] was phasing out the XVand that we may be installing the S9Vproduct in its place.The [redacted] old furnace quit providing heat over the weekend and on Monday [redacted] called [redacted] toorder the equipmentHe was told there was not an available XVin our areaIn order to get The [redacted] furnace installed and heating in their home as quickly as possible we installed the newestproduct from [redacted] at no additional expense to themThe S9Vis a top of the line product and is anupgrade from what [redacted] purchasedAgain, it is not an inferior product as we would always installa more efficient product for our customerWhile [redacted] was at The [redacted] to bring the requested newpart for the finish he also brought the [redacted] contract for financing for [redacted] ***'s signature(Review Attachment E)In the description of item purchased the correct model number S9VisinsertedThe [redacted] also received all the product information pertaining to the purchase of the newestmodel the S9V(See attached B paragraph as well as attachment A paragraphs & and theattached" Furnace Announcement" sent by [redacted] from ***) (Literature originally left withcustomer, review Attachment G.)As The [redacted] stated in their response letter they are, "blessed in being highly educated" assuch would never sign a legal contract from [redacted] without fully understanding this purchaseAllof this information concerning the [redacted] contract was addressed with [redacted] on the day of theinstallation 12/5/by ***A copy of the factory warranty was included in a packet mailed to The [redacted] that states the Model and Serial numbers of the items they purchased through Wise Heating andCooling from [redacted] (Review Attachment F).Wise Heating and Cooling was fully transparent with The [redacted] as we are with all of our valuedcustomers in the purchase of any of our [redacted] equipmentIt is always our intention that our customerswalks away with a product they are fully satisfied with for many years to comeNo deceitful action wasmade on the part of Wise Heating and Cooling as [redacted] signed the [redacted] contract for thefinancing with exact model number of the unit they purchasedIn moving forward, we will correct ouroriginal proposal form to match the signed contract from [redacted] when a phasing out of a productline occursWe also will make a point to deliver a corrected proposal to supersede the one signed on12/2/by [redacted] (Review Attachment D).As I explained to [redacted] ***, we are more than willing to have a [redacted] Factory Representativecome and inspect every aspect of our installation upon his request through [redacted] They are sent tohelp with any concerns in regards to your installation and provide peace of mind to the customer.Should [redacted] determine a replacement of equipment is necessary, we at Wise Heating and Coolingwould be more than happy to replace The [redacted] unitTo our knowledge The [redacted] unit has beenworking as designed per manufacturer specifications and we have not had a call back from them.We at Wise Heating do not feel we were responsible for any wall or other surface damage [redacted] refused to look over the installation to make sure everything was to her satisfaction before theinstallers left her homeWe are willing to offer a $paint allowance in a good faith effort to bringresolution to the matter (see attached Cparagraph & 4)In response to the phone conversation with [redacted] on 12/8/16, he mentioned his intention to slander our name on social media as well ascontacting the Revdex.com, and his attorneyAfter our conversation The [redacted] immediately contacted the Revdex.comas well as wrote disparaging reviews on both [redacted] We felt that a release was in orderfor dispersal of funds and to bring closure to the matterSince they are unwilling to sign this agreement,we believe that compensation for drywall and having a [redacted] Authorized Representative to inspect theirinstallation is not the resolution that are customers our seeking.We at Wise Heating and Cooling value our relationship with each of our customersWe strivefor excellence with each and every service we provideOur "A" Revdex.com rating and Angie's List Super Serviceaward reflect our commitment to a long term relationship with each of our valued customersIn theapplication of The [redacted] installation they will have to follow ***'s protocol for a manufacturerrepresentative to inspect their unit in order to provide The [redacted] with a replacement furnaceThisinformation was given to [redacted] on our 12/8/conversation and also mailed in our customer packetwith all of their additional paperwork that we send after installation to all of our valued customers.We stand by our product and our installation team as well as our staff in this matterWe willrespond to the [redacted] Authorized Representative's concerns with [redacted] ***'s furnace and will actaccording to ***'s recommendation.Sincerely, [redacted]

Wise Heating and Cooling is aware of [redacted] complaint We are trying to make a resolution with him as I explained in our conversation 12-8-@3:p.m Even though his furnace is in working order and the installation went smoothly he has determined that it may have sustained damage during the installation process I explained to [redacted] that these furnaces are able to take quit a lot and that their is no internal damage I spoke with our factory representative and [redacted] relayed that [redacted] should contact ***.com and submit his concern and they will have a factory rep tech scheduled to come out and do a thorough inspection to his installation If at that time [redacted] deems that Wise Heating needs to replace this unit because of damage we would be happy to make that replacement [redacted] did not make this purchase or sign any documents his wife [redacted] did She was the only one home at the time of installation At the end of each install we have a customer walk-through process to ensure satisfaction [redacted] was ask by our tech to look over the installation and the filter replacement and she refused She only wanted to see the thermostat adjustmentsMy install team says they did not damage the walls and because [redacted] refused to check the finish we are not at all sure whether this happened during the process However, Wise Heating offered to give them a check to cover the cost of paint repair in an attempt to come to a resolution Wise Heating will be requiring a signature on a release for these fundsI feel we have done all we can at this time and am waiting for [redacted] to contact ***.comfor further assistance through the manufacturer

Customer contacted us on Thursday 2/4/with a complaint that his electric bill had increased to $a month We sent a technician out on Monday 2/8/to check his equipment and make sure it was running correctly We installed an air handler with a strip heater to his existing heat pump on 7/23/ Customer requested to use his existing thermostat and we subtracted $ from his charge for the install His call on 2/4/was the first complaint from this customer since the install We immediately sent a technician out to make sure the equipment we installed was functioning properly The equipment that we installed was working as it should The problem was with the Nest Smart Thermostat that was customer already owned and told our technician that he knew how to operate We think that customer does not understand that converting from an oil furnace to all electric heat does feel colder Plus his electric bill will increase as he is no longer buying fuel oil to run his furnace, but using electricity instead We have also had numerous calls complaining about current [redacted] bills being higher than usual It is possible that his previous bill of $ was an estimate and the current bill of $was an actual Add that to the fact that the weather finally got cold enough to need additional heat The reason that we billed customer $was for the fact that his Nest Smart Thermostat was causing the problem and not the equipment we installed Our technician spent over an hour talking to Nest to fix this issue The Nest thermostat had to be reprogrammed We are willing to remove this $charge from customer’s account We are not willing to reimburse customer for his electric bill The strip heat would have never been used on the system during the summer months and with such a mild winter it’s only been cold enough to call for back up heat recently When customer contacted us on Friday 2/12/and talked to Adam Adam told him he was not in the office, but would call him back first thing Monday morning to discuss this issue Customer immediately filed this complaint with the Revdex.com that evening Adam has attempted numerous calls to customer with no response back We feel that the issue is just a misunderstanding and can be solved by a simple phone call or brief meeting The equipment is registered for a year parts and year labor warranty that Wise Heating and Cooling is more than happy to honor We take pride in taking care of our customers as reflected in our A+ Revdex.com rating

Thank you for informing Ping's Tree Service concerning the issue with service for Mr*** ***We take great pride in our excellent customer service and our Revdex.com standing in the Indianapolis communityHis complaint is familiar with us as, he has posted this on multiple sourcesHis complaint
is unfounded and has accusations, as we have attempted to work with him to resolve the issue.We have a good system for documentation of work orders and estimatesPlease find the attached items for review concerning our services provided to him for the closing of his homeFirst is an estimate for removal of oak tree"Take down leaving stump about 3" tall." This was particular noted as it was an unusual requestThe second attachment is the actual work order on site signed by Mr*** for additional work concerning a dead pine, with the stump still written in the order at the quoted priceIn a followup phone call with our customer service department and further discussion with our Vice President, Mr*** became verbally insulting and abusive in language during the conversation.Please let me know if you require any further information as we appreciate your assistance in this matter. Brent W*** Ping's Tree Service

On September 9, *** *** hired us to install a new water heater That work was completed At that time, she was given an estimate to install a one inch ball valve before the main water meterOn September 14, the customer hired us again to do the work per the estimate
That work was completed by an Illinois State licensed plumber and all work was done to code Our office received a phone call on September 19, from the customer stating the work we did was incorrect and requested a refund of $for work done on September 14, She spoke to our Plumbing Manager *** who asked her to provide the company with documentation so we could investigate her claim and he gave her our company email address As of today, September 29, we have not received any further correspondence from the customer either by email, mail or telephone Upon receipt of documentation, we will further review this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
on multiple occasions, the owner of the company insulted and demeaned meTheir reports are and my complaints are foundedI have witnesses for the promised workPings has since harassed me online and in person, confronting me on several occasions in a threatening mannerThey are not only unprofessional a they are unpredictable and potentially dangerousThey make me fear for my safety with their constant threats to me about posting reviewsPlease see my Facebook review on their page to see what kind of content I am talking about - demanding I remove reviews just because they disagree and refuse to honor their wordI am instaisfiwd and will continue pursuing this matter with the attorney general if it is not resolved.
Regards,
*** ***

In response to the customer’s previous statement, we have reviewed the documentation the customer provided to us via emailThe customer sent us a copy of an invoice from a plumbing company dated 9/18/16. The documentation from the other plumber does not refer to the 1” ball valve replaced by our technician. The work described on this invoice that was forwarded to us refers to repairing a 3/4“ copper water line. On 9/14/16, our plumber installed a 1” ball valve before the main water meter. He used a 1” pound flare on a 1” iron pipe ball valve. He states he did no work after the meter (on the house side) as was indicated on his invoice. Our plumber is licensed and he states all work was done up to state plumbing codeAlthough we can sympathize with the customer having a plumbing leak, we do not feel it would be related to our work done on 9/14/

Wise Heating and Cooling is aware of [redacted]  complaint.  We are trying to make a resolution with him as I explained in our conversation 12-8-16 @3:00 p.m.  Even though his furnace is in working order and the installation went smoothly he has determined that it may have sustained...

damage during the installation process.  i explained to [redacted] that these furnaces are able to take quit a lot and that their is no internal damage.  I spoke with our factory representative and [redacted] relayed that [redacted] should contact [redacted].com and submit his concern and they will have a factory rep tech scheduled to come out and do a thorough inspection to his installation.  If at that time [redacted] deems that Wise Heating needs to replace this unit because of damage we would be happy to make that replacement.  [redacted] did not make this purchase or sign any documents his wife [redacted] did.  She was the only one home at the time of installation.  At the end of each install we have a customer walk-through process to ensure satisfaction.  [redacted] was ask by our tech to look over the installation and the filter replacement and she refused.  She only wanted to see the thermostat adjustments. My install team says they did not damage the walls and because [redacted] refused to check the finish we are not at all sure whether this happened during the process.  However, Wise Heating offered to give them a 200.00 check to cover the cost of paint repair in an attempt to come to a resolution.  Wise Heating will be requiring a signature on a release for these funds. I feel we have done all we can at this time and am waiting for [redacted] to contact [redacted].com. for further assistance through the manufacturer.

Customer contacted us on Thursday 2/4/2016 with a complaint
that his electric bill had increased to $400 a month.  We sent a technician out on Monday 2/8/2016 to
check his equipment and make sure it was running correctly.  We installed an air handler with a strip
heater to his existing...

heat pump on 7/23/2015. 
Customer requested to use his existing thermostat and we subtracted $100
from his charge for the install.
His call on 2/4/2016 was the first complaint from this
customer since the install.  We immediately
sent a technician out to make sure the equipment we installed was functioning
properly.  The equipment that we
installed was working as it should.  The
problem was with the Nest Smart Thermostat that was customer already owned and
told our technician that he knew how to operate.
We think that customer does not understand that converting
from an oil furnace to all electric heat does feel colder.  Plus his electric bill will increase as he is
no longer buying fuel oil to run his furnace, but using electricity
instead.  We have also had numerous calls
complaining about current [redacted] bills being higher than usual.  It is possible that his previous bill of $240
was an estimate and the current bill of $399 was an actual.  Add that to the fact that the weather finally
got cold enough to need additional heat.
The reason that we billed customer $80 was for the fact that
his Nest Smart Thermostat was causing the problem and not the equipment we
installed.  Our technician spent over an
hour talking to Nest to fix this issue. 
The Nest thermostat had to be reprogrammed.  We are willing to remove this $80 charge from
customer’s account.  We are not willing
to reimburse customer for his electric bill. 
The strip heat would have never been used on the system during the
summer months and with such a mild winter it’s only been cold enough to call
for back up heat recently.
 When customer contacted
us on Friday 2/12/2016 and talked to Adam. 
Adam told him he was not in the office, but would call him back first
thing Monday morning to discuss this issue. 
Customer immediately filed this complaint with the Revdex.com that
evening.  Adam has attempted numerous
calls to customer with no response back. 
We feel that the issue is just a misunderstanding and can be solved by a
simple phone call or brief meeting.  The
equipment is registered for a 10 year parts and 2 year labor warranty that Wise
Heating and Cooling is more than happy to honor.  We take pride in taking care of our customers
as reflected in our A+ Revdex.com rating.

In response to Mr. and Mrs. [redacted] rejection of our response:The installation did go as smoothly as possible. I'm not sure to whom [redacted] spoke with at[redacted] about the manufacturing process on shipping. At no time did I ever tell [redacted] that ourfurnaces are "dropped and thrown around all the time." I did tell him that they were able to withstandmany applications of installation. A letter from our [redacted] Factory manager [redacted] explainsthe process our gas furnaces go through during shipping (See attachment A, paragraph 3).There is no visible damage to the furnace, [redacted] did not tell [redacted] there was additionaldamage to the furnace nor did he tell [redacted] we used "old parts" from his previous furnace (Reviewphotographs and attachment B, paragraph 2).Wise Heating and Cooling did offer to show [redacted] the finished install as well as how toinstall her media filter but she refused (Review attachment C, paragraph 4). We are never in a rush toleave our customers during an installation process. [redacted] returned to the installation to provide a newpart that our installers requested for the finish. At that time, [redacted] spoke with [redacted] about herconcerns in regard to the transport of the unit down the stairs. At no time did [redacted] seemdispleased with the unit. If she had expressed concern about the unit and its condition we would havetaken it back to the factory and brought another in to replace it. It was not until she spoke with [redacted]
[redacted] that we received any notification of dissatisfaction. [redacted] then contacted Wise Heating andCooling at 9:00pm that night to express his dissatisfaction (Review attachment B. paragraph 3).Wise Heating and Cooling did not and would not under any circumstances install a lesserproduct than what our customer purchased. At the time [redacted] purchased this unit [redacted] informedher that [redacted] was phasing out the XV95 and that we may be installing the S9V2 product in its place.The [redacted] old furnace quit providing heat over the weekend and on Monday [redacted] called [redacted] toorder the equipment. He was told there was not an available XV95 in our area. In order to get The[redacted] furnace installed and heating in their home as quickly as possible we installed the newestproduct from [redacted] at no additional expense to them. The S9V2 is a top of the line product and is anupgrade from what [redacted] purchased. Again, it is not an inferior product as we would always installa more efficient product for our customer. While [redacted] was at The [redacted] to bring the requested newpart for the finish he also brought the [redacted] contract for financing for [redacted]'s signature(Review Attachment E). In the description of item purchased the correct model number S9V2 isinserted. The [redacted] also received all the product information pertaining to the purchase of the newestmodel the S9V2. (See attached B paragraph 1 as well as attachment A paragraphs 1 & 2 and theattached" Furnace Announcement" sent by [redacted] from [redacted]) (Literature originally left withcustomer, review Attachment G.)As The [redacted] stated in their response letter they are, "blessed in being highly educated" assuch would never sign a legal contract from [redacted] without fully understanding this purchase. Allof this information concerning the [redacted] contract was addressed with [redacted] on the day of theinstallation 12/5/16 by [redacted]. A copy of the factory warranty was included in a packet mailed to The[redacted] that states the Model and Serial numbers of the items they purchased through Wise Heating andCooling from [redacted] (Review Attachment F).Wise Heating and Cooling was fully transparent with The [redacted] as we are with all of our valuedcustomers in the purchase of any of our [redacted] equipment. It is always our intention that our customerswalks away with a product they are fully satisfied with for many years to come. No deceitful action wasmade on the part of Wise Heating and Cooling as [redacted] signed the [redacted] contract for thefinancing with exact model number of the unit they purchased. In moving forward, we will correct ouroriginal proposal form to match the signed contract from [redacted] when a phasing out of a productline occurs. We also will make a point to deliver a corrected proposal to supersede the one signed on12/2/16 by [redacted] (Review Attachment D).As I explained to [redacted], we are more than willing to have a [redacted] Factory Representativecome and inspect every aspect of our installation upon his request through [redacted]. They are sent tohelp with any concerns in regards to your installation and provide peace of mind to the customer.Should [redacted] determine a replacement of equipment is necessary, we at Wise Heating and Coolingwould be more than happy to replace The [redacted] unit. To our knowledge The [redacted] unit has beenworking as designed per manufacturer specifications and we have not had a call back from them.We at Wise Heating do not feel we were responsible for any wall or other surface damage. [redacted]
[redacted] refused to look over the installation to make sure everything was to her satisfaction before theinstallers left her home. We are willing to offer a $200 paint allowance in a good faith effort to bringresolution to the matter (see attached C. paragraph 3 & 4). In response to the phone conversation with[redacted] on 12/8/16, he mentioned his intention to slander our name on social media as well ascontacting the Revdex.com, and his attorney. After our conversation The [redacted] immediately contacted the Revdex.comas well as wrote disparaging reviews on both [redacted] We felt that a release was in orderfor dispersal of funds and to bring closure to the matter. Since they are unwilling to sign this agreement,we believe that compensation for drywall and having a [redacted] Authorized Representative to inspect theirinstallation is not the resolution that are customers our seeking.We at Wise Heating and Cooling value our relationship with each of our customers. We strivefor excellence with each and every service we provide. Our "A" Revdex.com rating and Angie's List Super Serviceaward reflect our commitment to a long term relationship with each of our valued customers. In theapplication of The [redacted] installation they will have to follow [redacted]'s protocol for a manufacturerrepresentative to inspect their unit in order to provide The [redacted] with a replacement furnace. Thisinformation was given to [redacted] on our 12/8/16 conversation and also mailed in our customer packetwith all of their additional paperwork that we send after installation to all of our valued customers.We stand by our product and our installation team as well as our staff in this matter. We willrespond to the [redacted] Authorized Representative's concerns with [redacted]'s furnace and will actaccording to [redacted]'s recommendation.Sincerely,[redacted]
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11867473
I am rejecting this response because:It seems futile to continue rejecting responses and bantering back and forth. So, I will summarize my concerns and then respond in detail afterward. We purchased a brand new furnace from you, which was dropped down the stairs by your employees. You cannot assure me that the furnace is in perfect working condition, so it should be replaced. The furnace agreed to on the purchase order had an efficiency rate of 97%. The furnace you installed has an efficiency rate of 96%. It is not better and it was not agreed upon. You have advised that Trane should come out to review the furnace for damage. We have scheduled with them and they will be out on the 23rd. At that time, we will notify you of their assessment. In response to numerous other comments throughout your response, I will state the following:The comments related to furnaces being dropped during shipping; that was a statement made by [redacted] when my wife expressed concern over the furnace being dropped. There have been several discrepancies in what we are saying [redacted] said vs what you are saying. The reality is that we have text messages from [redacted] stating that he is trying to get us a new furnace. He is the one who was present and discussed our concerns and he clearly felt that a new furnace was warranted before speaking with you. You stated, again, that my wife refused to go look at the new furnace when installation was complete. That just simply is not true. When the installer was finished, he came upstairs and said to her that they just had to wait for [redacted] to come look over the job but in the meantime, he and my wife could program the new thermostat and get it connected to Wifi. In fact, he commented that our filter component had not changed as it is separate from the furnace so she would not need to worry about anything like that. She was never asked to review the work. And, even if she had gone down to look at the work, what would have been the outcome? Is she a furnace installation expert? Instead, she was upstairs talking with [redacted] about her concerns that the furnace had been dropped. You also state that if she had mentioned on site that she was displeased with the unit, you would have taken it back to the factory and installed a new one. So, does that change since our concern was expressed 7 hours later?Regarding your statement about being educated folks, we were of the belief that we were dealing with an ethical company and therefore would not need to scrutinize the document so thoroughly. Under contract law, you’ve clearly stated that your process is not up to par since you are now changing your process of handling paperwork.
Regards,
[redacted]