On 1/30/one of our technicians went out to *** *** ** ** *** and met with an *** ***. The technician did a thorough Furnace Inspection and Plumbing Inspection at the home, at this time the A/C unit was not inspected.At this time the technician found a gas leak during the
plumbing inspection and gave options to have it repaired. If the customer believes that no gas leak existed we would be willing to come out free of charge and have another technician inspect and evaluate the situation to see if there is a gas leak.As for the furnace the technician replaced a dirty filter and recommended some options to upgrade the system to a higher efficiency being that is 15yrs old but did not state it was not working or needed repaired.As for the A/C system we had inspected it in July of and found minor issues with the system, the only recommendations were for some optional cleanings, minor repairs and for a system upgrade or replacement due to the age and cleanliness of the system. The system was on and working when we left.*** *** has been a service plan member since not just as of Jan 2017.If needed we have the most current and past inspection forms from the technicians, stating findings, conditions and recommendations made.We would like the opportunity to take a second look at the gas leak at no charge. We do not scam our customers and are sorry they feel this way. Sincerely,Jenell S*Sullivan Super Service
On January 11 our technician, Don did make a determination that the furnace was unsafe to operate. He documented this on his paperwork and turned the furnace off. The customer informed him that he was going to turn it right back on because it was cold outside. Don had him sign our form in which he acknowledged that we had informed him that the heat exchanger was cracked and the furnace was unsafe to operate. A copy of that paperwork is attached. Regarding our request to bring the furnace back to the shop for further inspection, we always remove the old equipment from the customers home and in this situation I personally asked the installers to return the furnace to the shop so we could have the crack verified by an outside expert and also to use for training for our enter service team. If the customer had insisted that we leave the furnace at their home so they could have it checked, we would certainly have complied. Regarding the complaint that we didn’t use a COdetector: This detector is a device that all our technicians carry and it detects and measures carbon monoxide. It does not tell you whether or not there is a crack in the heat exchanger. It is not the appropriate tool to determine if a heat exchanger is cracked. Regarding the customers complaint about the current operation of the new furnace: We are eager and willing to return and address any concerns regarding noise or proper operation. This is a brand of equipment that we have installed in hundreds of homes with great success and most of our customers are pleased with the quietness, efficiency, and reliable operation. That is why we choose to offer this system to our customers.Sincerely,John * *** Sullivan Super Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** As of today (12-27-2017) I have not received the check that was mailed on 12-21-2017. I will update this site if the check arrives. *** ***
4/12/2016Response to complaint ID [redacted]Revdex.comOur technician, Don H[redacted] visited our customers home on Monday January 11 to perform a safety inspection of the furnace. During the inspection Don determined that the heat exchanger was cracked and needed to be replaced. Don has had extensive training...
in the methods of detecting failure of a heat exchanger and applied those methods correctly while diagnosing this particular furnace. It was a 23 year old single stage [redacted] furnace. He also contacted Bob A[redacted], our senior technician to discuss what he was seeing before making this determination. He then contacted [redacted] the Technical Service Manager from [redacted] to confirm that he was making the correct decision. We set up an appointment for our Comfort Advisor, Glenn R[redacted] to visit the home and discuss replacement options. Glenn visited the home on the evening of Monday January 11. The customer made the decision to replace the furnace, air conditioner, and humidifier. We arrived on Tuesday January 12 and replaced the equipment as requested.I asked our install crew to keep the furnace intact and return to our shop so it couid be visually inspected by [redacted], the Technical Service Manager from [redacted] arrived at our facility on Friday January 15 at 8:00AM and inspected the heat exchanger and agreed that it was unsafe to operate. At this time we conducted a training with all of our available technicians to review the proper methods of detecting Heat Exchanger failure.We returned to the customer’s home on January 13 to correct a problem w/ a malfunctioning thermostat. The customer expressed concerns about the performance of the system. Glenn, in an extended conversation identified all of the customers concerns and scheduled a return visit. Caleb, our senior install technician returned to the home on January 19, and made adjustments and corrections to make sure the system was operating correctly. He was there for 4.5 hours. Glenn, our comfort advisor returned on January 20 and completed our follow-up checklist and identified several minor modifications. On this visit the customer stated that they were satisfied w/ the project. Caleb returned on February 4 to make some minor modifications.We take our customers safety very seriously at Sullivan Super Service. We take aggressive action to make certain that we are keeping our customers safe and also that we are making the correct decisions when conducting an inspection of their equipment.1. All of our technicians are required to be NATE certified which insures that they are qualified to perform these inspections. 2. Our technicians participate in a weekly ongoing education program to keep them abreast of new tools,techniques and products that can benefit our customers.3. We conduct specific heat exchanger detection training several times throughout the year to insure that all thetechnicians are aware of and practice safe and correct methods for inspections.4. All technicians use a manual that documents hundreds of common furnace brands, common failures that occur and methods to properly diagnose each of these furnaces. (The Documentation Book of Furnace HeatExchanger Failure). To produce a quality installation of equipment we follow the following process. 1. All our installation technicians are required to be NATE certified. This process ensures that our techs are well qualified. 2. The technicians complete a 3 page checklist as part of the installation process that is designed for the particular type of installation that they are engaged in. This increases the quality and completes of the installation.3. The Installation Department meets weekly to review recent installs and discusses challenges, check on tools and equipment, and report on recent installs.4. The Comfort Advisor returns to the customer home some time after the work is performed and completes a 22 point quality checklist to ensure that the system was installed properly and is functioning as expected.We are sorry that the customer is unhappy w/ the HVAC system that we installed, We have installed many similar systems w/ great results, We are willing and eager to return again to this customer and satisfy any remaining concerns they have.Sincerely,John [redacted]Owner Sullivan Super Service
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On Jan. 11,when the technician visited for the safety inspection,we were told he had to shut down the furnace because it was so dangerous.But after we agreed to see his salesman,he left this dangerous furnace on.When the comfort advisor,Glenn R[redacted] came to sell us a new furnace and air conditioner,he left the furnace on also...the dangerous furnace.He knew the furnace was on because he was down in the basement looking at the furnace and the duct work.Now that is two experts in the field who left this killer furnace on.That is not legal,unless you know the furnace is not dangerous.We felt forced into buying because it was hinted that if not the furnace would be shut down and all our pipes would freeze.They took our furnace after we told then to leave it so we could get it checked.They refused.It was our property and legally,they stole it.Therefore,why would anyone believe our furnace was damaged?Under those conditions anyone could tamper with the furnace to insure a dangerous rating.We have no proof that our furnace was damaged while it was still in our house.It had been inspected and was given a great rating.And it was tested with a CO2 detector.Never did any of the Sullivan employees test that way.At present after the different experts came in 3 or 4 times to fix the mistakes made by the experts who came before them,the furnace is still noisy and does not heat the house evenly.Sending another of their experts,to an intelligent person,would appear annoying.I feel this expensive furnace is junk and fear the air conditioner is the same.Our furnace and air conditioner were in perfect condition.Since Sullivan took them and destroyed them,we cannot get them back.So,I still want these 2 [redacted] appliances out and my money returned and compensation for the 2 items illegally removed from our premises.
Regards,
[redacted] [redacted]
The check was mailed on 12/21 after receiving the response from the Revdex.com that the case has been closed. If you do not receive it by week end of 12/30 please contact our office [redacted] and we will put a stop payment on it and issue you a new one. [redacted]
On October 30th 2017 when our technician came out to your home to do your Furnace Inspection, according to the service plan, we check your water heater. I am sorry the technician did not make you aware of the process before he began. The findings of his could of been...
double checked by another one of our technicians if you felt that he misdiagnosed the water heater. There may also be some miscommunication on what you receive when you are a member of our service plan and when you are not a member. Our service plan agreement gives you an annual inspection of your Heating System along with a Full Mechanical Systems and Plumbing Systems check. You also receive a 10% discount on any work done, priority scheduling and no service fees during regular business hours. The $79 you were given is a promotion we were running. The standard rate is $129. These rates are a one time check without any other benefits.Per your request we will mail you out a check in the amount of $40.As for the reviews we encourage all reviews to be left positive and negative and this can be done by visiting any of the review sites listed on our website. You can also read all the reviews for Sullivan Super Service on those sites.I am sorry you dissatisfied with your service at no point were we trying to take advantage of you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Again,we are dissatisfied with this furnace and your company.The furnace does not work as promised by Glen R[redacted].It is not "whisper quiet" as Glen described it to us.And it does not evenly heat this house.On two occasions their expert tried to correct the problems with the botched installation.He took a total of about 7 hours to not correct the problem.I don't believe it is possible to fix this furnace,as we believe this is how it works.We do not want it in our house.Mr. R[redacted] promised us from the outset that we would be totally satisfied but we are still waiting.We need to be reinbursed for our original furnace and air conditioner that was removed without our approval.Per Mr. S[redacted] answer,who has to "insist" to keep their own property?Did Mr. S[redacted] expect us to physically fight with 4 installers?It was our property and they were told not once, but twice that we wanted to keep it.They took it without our consent.And if someone told them by phone to do that ,that person instigated a theft.We keep getting this same runaround.We are not satisfied with Sullivan's handling of this problem and it needs resolved now.We want the air conditioner and furnace removed from our house.We want a refund plus compensation for the unauthorized removal of our air conditioner and furnace from our property.Regards,[redacted]
Good afternoon [redacted]As per our discussion this morning I am attaching a copy of the letter I received from you on Dec. 20, 2017 regarding my complaint against Sullivan Super Service.I am hereby notifying you I have not received the $40 refund as noted in the company's response.Thank you and do let me know if you will need anything further.Sincerely,[redacted]
Hi ***Letting you know that I did received the check from Sullivan Plumbing last week. You can close this complaint.Thanks,***
On 1/30/one of our technicians went out to *** *** ** ** *** and met with an *** ***. The technician did a thorough Furnace Inspection and Plumbing Inspection at the home, at this time the A/C unit was not inspected.At this time the technician found a gas leak during the
*Sullivan Super Service
plumbing inspection and gave options to have it repaired. If the customer believes that no gas leak existed we would be willing to come out free of charge and have another technician inspect and evaluate the situation to see if there is a gas leak.As for the furnace the technician replaced a dirty filter and recommended some options to upgrade the system to a higher efficiency being that is 15yrs old but did not state it was not working or needed repaired.As for the A/C system we had inspected it in July of and found minor issues with the system, the only recommendations were for some optional cleanings, minor repairs and for a system upgrade or replacement due to the age and cleanliness of the system. The system was on and working when we left.*** *** has been a service plan member since not just as of Jan 2017.If needed we have the most current and past inspection forms from the technicians, stating findings, conditions and recommendations made.We would like the opportunity to take a second look at the gas leak at no charge. We do not scam our customers and are sorry they feel this way. Sincerely,Jenell S
On January 11 our technician, Don did make a determination that the furnace was unsafe to operate. He documented this on his paperwork and turned the furnace off. The customer informed him that he was going to turn it right back on because it was cold outside. Don had him sign our form in which he acknowledged that we had informed him that the heat exchanger was cracked and the furnace was unsafe to operate. A copy of that paperwork is attached. Regarding our request to bring the furnace back to the shop for further inspection, we always remove the old equipment from the customers home and in this situation I personally asked the installers to return the furnace to the shop so we could have the crack verified by an outside expert and also to use for training for our enter service team. If the customer had insisted that we leave the furnace at their home so they could have it checked, we would certainly have complied. Regarding the complaint that we didn’t use a COdetector: This detector is a device that all our technicians carry and it detects and measures carbon monoxide. It does not tell you whether or not there is a crack in the heat exchanger. It is not the appropriate tool to determine if a heat exchanger is cracked. Regarding the customers complaint about the current operation of the new furnace: We are eager and willing to return and address any concerns regarding noise or proper operation. This is a brand of equipment that we have installed in hundreds of homes with great success and most of our customers are pleased with the quietness, efficiency, and reliable operation. That is why we choose to offer this system to our customers.Sincerely,John * *** Sullivan Super Service
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** As of today (12-27-2017) I have not received the check that was mailed on 12-21-2017. I will update this site if the check arrives. *** ***
4/12/2016Response to complaint ID [redacted]Revdex.comOur technician, Don H[redacted] visited our customers home on Monday January 11 to perform a safety inspection of the furnace. During the inspection Don determined that the heat exchanger was cracked and needed to be replaced. Don has had extensive training...
in the methods of detecting failure of a heat exchanger and applied those methods correctly while diagnosing this particular furnace. It was a 23 year old single stage [redacted] furnace. He also contacted Bob A[redacted], our senior technician to discuss what he was seeing before making this determination. He then contacted [redacted] the Technical Service Manager from [redacted] to confirm that he was making the correct decision. We set up an appointment for our Comfort Advisor, Glenn R[redacted] to visit the home and discuss replacement options. Glenn visited the home on the evening of Monday January 11. The customer made the decision to replace the furnace, air conditioner, and humidifier. We arrived on Tuesday January 12 and replaced the equipment as requested.I asked our install crew to keep the furnace intact and return to our shop so it couid be visually inspected by [redacted], the Technical Service Manager from [redacted] arrived at our facility on Friday January 15 at 8:00AM and inspected the heat exchanger and agreed that it was unsafe to operate. At this time we conducted a training with all of our available technicians to review the proper methods of detecting Heat Exchanger failure.We returned to the customer’s home on January 13 to correct a problem w/ a malfunctioning thermostat. The customer expressed concerns about the performance of the system. Glenn, in an extended conversation identified all of the customers concerns and scheduled a return visit. Caleb, our senior install technician returned to the home on January 19, and made adjustments and corrections to make sure the system was operating correctly. He was there for 4.5 hours. Glenn, our comfort advisor returned on January 20 and completed our follow-up checklist and identified several minor modifications. On this visit the customer stated that they were satisfied w/ the project. Caleb returned on February 4 to make some minor modifications.We take our customers safety very seriously at Sullivan Super Service. We take aggressive action to make certain that we are keeping our customers safe and also that we are making the correct decisions when conducting an inspection of their equipment.1. All of our technicians are required to be NATE certified which insures that they are qualified to perform these inspections. 2. Our technicians participate in a weekly ongoing education program to keep them abreast of new tools,techniques and products that can benefit our customers.3. We conduct specific heat exchanger detection training several times throughout the year to insure that all thetechnicians are aware of and practice safe and correct methods for inspections.4. All technicians use a manual that documents hundreds of common furnace brands, common failures that occur and methods to properly diagnose each of these furnaces. (The Documentation Book of Furnace HeatExchanger Failure). To produce a quality installation of equipment we follow the following process. 1. All our installation technicians are required to be NATE certified. This process ensures that our techs are well qualified. 2. The technicians complete a 3 page checklist as part of the installation process that is designed for the particular type of installation that they are engaged in. This increases the quality and completes of the installation.3. The Installation Department meets weekly to review recent installs and discusses challenges, check on tools and equipment, and report on recent installs.4. The Comfort Advisor returns to the customer home some time after the work is performed and completes a 22 point quality checklist to ensure that the system was installed properly and is functioning as expected.We are sorry that the customer is unhappy w/ the HVAC system that we installed, We have installed many similar systems w/ great results, We are willing and eager to return again to this customer and satisfy any remaining concerns they have.Sincerely,John [redacted]Owner Sullivan Super Service
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
On Jan. 11,when the technician visited for the safety inspection,we were told he had to shut down the furnace because it was so dangerous.But after we agreed to see his salesman,he left this dangerous furnace on.When the comfort advisor,Glenn R[redacted] came to sell us a new furnace and air conditioner,he left the furnace on also...the dangerous furnace.He knew the furnace was on because he was down in the basement looking at the furnace and the duct work.Now that is two experts in the field who left this killer furnace on.That is not legal,unless you know the furnace is not dangerous.We felt forced into buying because it was hinted that if not the furnace would be shut down and all our pipes would freeze.They took our furnace after we told then to leave it so we could get it checked.They refused.It was our property and legally,they stole it.Therefore,why would anyone believe our furnace was damaged?Under those conditions anyone could tamper with the furnace to insure a dangerous rating.We have no proof that our furnace was damaged while it was still in our house.It had been inspected and was given a great rating.And it was tested with a CO2 detector.Never did any of the Sullivan employees test that way.At present after the different experts came in 3 or 4 times to fix the mistakes made by the experts who came before them,the furnace is still noisy and does not heat the house evenly.Sending another of their experts,to an intelligent person,would appear annoying.I feel this expensive furnace is junk and fear the air conditioner is the same.Our furnace and air conditioner were in perfect condition.Since Sullivan took them and destroyed them,we cannot get them back.So,I still want these 2 [redacted] appliances out and my money returned and compensation for the 2 items illegally removed from our premises.
Regards,
[redacted] [redacted]
The check was mailed on 12/21 after receiving the response from the Revdex.com that the case has been closed. If you do not receive it by week end of 12/30 please contact our office [redacted] and we will put a stop payment on it and issue you a new one. [redacted]
On October 30th 2017 when our technician came out to your home to do your Furnace Inspection, according to the service plan, we check your water heater. I am sorry the technician did not make you aware of the process before he began. The findings of his could of been...
double checked by another one of our technicians if you felt that he misdiagnosed the water heater. There may also be some miscommunication on what you receive when you are a member of our service plan and when you are not a member. Our service plan agreement gives you an annual inspection of your Heating System along with a Full Mechanical Systems and Plumbing Systems check. You also receive a 10% discount on any work done, priority scheduling and no service fees during regular business hours. The $79 you were given is a promotion we were running. The standard rate is $129. These rates are a one time check without any other benefits.Per your request we will mail you out a check in the amount of $40.As for the reviews we encourage all reviews to be left positive and negative and this can be done by visiting any of the review sites listed on our website. You can also read all the reviews for Sullivan Super Service on those sites.I am sorry you dissatisfied with your service at no point were we trying to take advantage of you.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Again,we are dissatisfied with this furnace and your company.The furnace does not work as promised by Glen R[redacted].It is not "whisper quiet" as Glen described it to us.And it does not evenly heat this house.On two occasions their expert tried to correct the problems with the botched installation.He took a total of about 7 hours to not correct the problem.I don't believe it is possible to fix this furnace,as we believe this is how it works.We do not want it in our house.Mr. R[redacted] promised us from the outset that we would be totally satisfied but we are still waiting.We need to be reinbursed for our original furnace and air conditioner that was removed without our approval.Per Mr. S[redacted] answer,who has to "insist" to keep their own property?Did Mr. S[redacted] expect us to physically fight with 4 installers?It was our property and they were told not once, but twice that we wanted to keep it.They took it without our consent.And if someone told them by phone to do that ,that person instigated a theft.We keep getting this same runaround.We are not satisfied with Sullivan's handling of this problem and it needs resolved now.We want the air conditioner and furnace removed from our house.We want a refund plus compensation for the unauthorized removal of our air conditioner and furnace from our property.Regards,[redacted]
Good afternoon [redacted]As per our discussion this morning I am attaching a copy of the letter I received from you on Dec. 20, 2017 regarding my complaint against Sullivan Super Service.I am hereby notifying you I have not received the $40 refund as noted in the company's response.Thank you and do let me know if you will need anything further.Sincerely,[redacted]