Atlantic Fish & Distributing Co Inc

Our company has reached out to Miss [redacted] at the number provided.  We have left a message on her voicemail.  Due to the circumstances, we would like to send out our Service Manager to give the customer's boiler a thorough evaluation.  Any install related issues will be...

addressed and fixed immediately.  We apologize for any inconvenience this may have caused.

At Sobieski we strive to meet the expectations of all our customers & apologize for the less than satisfactory experience Ms. [redacted] has had.
After pulling the initial incoming call the report made was there was "a hot water heater leaking" at a home owned by Ms. [redacted] & currently being...

occupied by tenants. On 5/24/16 our technician went to the home & was informed by the tenants that there was no hot water.  After the technician observed the hot water heater was actually sitting in water he contacted the manufacturer.  The manufacturer recommended replacement as A) there is currently no hot water & B)the unit was sitting in water.
Ms. [redacted] called back in on 06/30/16 & stated the unit was leaking again.  A technician was dispatched on 7/1/16 & it was determined the water heater was not the cause of the leak.  After receiving a complaint from the customer, the service manager [redacted] contacted Ms. [redacted] & explained that based on our findings the hot water heater was in fact leaking & replacement was recommended not only by Sobieski but by the manufacturer as well and to the best of our knowledge there was no misdiagnosis completed by our technician.  [redacted] offered to complete a site visit at the home but the customer only wanted a refund of $1256.00 which we felt was not warranted due to the initial complaint, condition of unit and manufacture recommendation.
 
Thank You, 
[redacted]
Office Manager

I would 1st like to apologize for the unsatisfactory experience you have had.  At Sobieski we strive to exceed the expectations of all our customers & we would like to accept responsibility for the obvious error that was made on our end regarding the rebate.I have spoken directly with the...

Sales Manager, [redacted] and a refund request in the amount of$350.00 has been submitted & is currently being processed.  Please allow 7-14 business days for the check to arrive in the mail.Thank you, [redacted]Office Manager

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. 
Regards,
[redacted]

I have attached copies of the contract & the service ticket as requested.   ·       On 6/19/12 there was no warranty issue.  The technician found a bug in the contactor…removed it & the system resumed normal operation.  This is not a warranty issue so the customer was charged a diagnostic fee… 6/28/12 Customer was charged $79.50 dispatch fee.                          Found bug in contactor….removed & system is operating normally.   ·       Customer purchased 2 filters & a humidifier pad. (Not 3 filters) ·       Customer had to have prochecks completed as they let their contract expire.  Maintenance is only performed on systems that have an active contract.  If a customer does not have an active contract they can purchase a procheck as Mr. Moses did. ·       Customer received 3 years of free maintenance…the standard is 1 year & then they let their contract lapse for a period of 1year & 1 month.  We have to provide documentation of maintenance when submitting for warranties & we cannot do such when maintenance plans lapse in coverage.   I would be willing to offer a refund in the amount of $99.00 to satisfy the claim of the warranty call, however all other charges are legit & justified.   Thank you,   [redacted]

The client called into our office on 01/25/16 stating the oil boiler was leaking.  On 01/27/16, our technician was out to the client’s home to diagnose the boiler.  The technician observed raw fuel oil leaking out of the drain hole located in the burner chassis.  To properly diagnose...

the source of the leak, the technician opened the transformer and visually inspected the following components: end cone, oil nozzle, high pressure oil line.  Unburned fuel oil was observed in the blast tube and chassis, indicating poor ignition.  At that time, a transformer field test was completed and intermittent operation observed.  Due to the age of the equipment (20+ years old), our technician recommended a replacement transformer and an upgraded oil burner safety control.   Our standard book price for both components is in excess of $900, which the customer declined this option.  The customer was presented a second option of replacing only the failed transformer (not upgrading the safety control) with approximate cost of $487, which the customer also declined.  The customer insisted the work being completed free of charge which was not an option as the customer does not have a warranty, or plan with our company, Sobieski.  Unhappy with this diagnosis and price, the customer called into the Customer Service office demanding a Manager.  The General Manager contacted the client and went over the complete diagnostic, offered the repair again along with a one year warranty on replaced parts with option to apply the immediate repair cost ($487) towards replacement within one year, suggested the client contact their oil company for a second opinion, and the client still refused the repair.  The General Manager also authorized the part to be picked up at a local vendor, making the part available if the customer accepted this option after hours.     The customer’s complaint involves a dispute of $487, which the customer has never paid and has not accrued any charges from Sobieski during this visit.  At this point, Sobieski is not prepared to offer any settlement with this client, as there were never services rendered or paid.

Customer contacted Sobieski on 7/5/16. Although Sobieski is available 24/7, we were overbooked that day & the calls are prioritized based on our existing contract customers.  Ms. [redacted] was not a contract customer so her call was prioritized as such & scheduled for the following...

day.On 7/6/16 our technician determined that the customer had a cracked evaporator coil drain pan.  The customer was quoted the cost & elected to think about it & call Sobieski if deciding to move forward.  On 7/8/16 the customer called wanting to move forward with the repair.  Sobieski contact our vendor who was putting a rush on the part but unfortunately the part was coming directly from the manufacturer so we received an estimated delivery day of 7/13/16 thru 7/15/16.Customer was contacted on 7/12/16 & given an update on the part status.  On 7/13/16 Sobieski had yet to receive the part so we dispatched a technician to temporarily repair the existing cracked pan. Customer was made aware that we were doing everything we possible could which is why we were trying to provide a temporary repair until the parts were delivered.  On 7/14/16 Sobieski received the parts & customer was contacted to schedule.  Tech arrived at the customers home at approximately 4:30 pm and replaced the parts & completed the repair.As of 7/27/16 Sobieski has not been made aware of any further issues. Thank You, [redacted]

Neither Sobieski, nor myself are claiming the customer is lying.  There is an obvious miscommunication between the parties, that we are hoping to resolve.To address the issue of why the customer feels I am addressing the issue in my own words, I am not.  I have spoken directly with [redacted] and pulled the call history to provide what we have determined the facts of the case are.[redacted] was dispatched to a call where he was told Horizon could not fix the issue.  [redacted] was able to make a temporary repair but due to the system being approximately 16 years old & to the best of our knowledge not having annual maintenance completed the compressor was weak & failing.  [redacted] did offer a 1 year guarantee on the parts  he replaced but we cannot offer any type of warranty on a system that is 16 years old with no history of maintenance.I have spoken with [redacted] about the issue of [redacted] calling the customer.  [redacted] confirmed he did in fact call the customer after the comfort advisor visit was cancelled.   The technician stated he did not apologize to the customer for quoting an incorrect price.  The technician stated the customer brought up wanting a refund for the work completed & [redacted] apologized & informed the customer she would need to contact the office, that he did not have the authority to authorize a refund.  [redacted] stated he was not reaching out to the customer for any other reason than to inquire about cancelling the comfort advisor.Sobieski is not trying to cheat any customer out of their money.  Sobieski has paid for both labor & parts on this call and we did complete a repair for the customer & do not feel a refund is owed.  We will however offer a reimbursement in the amount of $125.00 as a good faith effort to resolve the issue.We strive to meet all our customers expectations & hope our good faith effort will close the case. Thank you, [redacted]Office Manager

At Sobieski Services we pride on meeting the expectations of all our customers, including those who purchase new construction homes as Mr. [redacted].  Mr [redacted] did not purchase a new system thru Sobieski Services, he purchased a new construction home (the builder uses Sobieski as a...

subcontractor).  Under normal circumstances it is the customers responsibility to contact the builder directly && if it a warranty issue the builder will reach out to us for the repairs etc.  However, in this instance we reached out to the builder & have been informed that the builder has already spoken with Mr. [redacted] & they will be replacing the system.Hopefully this resolves the issue Mr. [redacted] has experienced.Thank You, [redacted]Office Manager

At Sobieski Services we strive to meet the satisfaction of every homeowner & we apologize for the seemingly unsatisfactory experience Ms. [redacted] has had.   [redacted] has reached out to Ryan Homes who has agreed to reimburse the customer the $1400.00 for the compressor replacement.As...

of 1/31/17 [redacted] will be reaching back out to Ryan homes to determine if the reimbursement is in process and an update will be provided once I have further information. Thank You, [redacted]Office Manager

Sobieski Services went to Ms. [redacted]s home on 06/15 & upon arrival found the compressor had an internal short.  Our technician reached out to the manufacturer for support & received a quote for the repair.   When the customer purchased the new equipment a 10 year parts & 1...

year labor warranty was provided with the unit.  Customers have the option to upgrade the warranties, however Ms. [redacted] purchased the standard 10yr parts & 1 yr labor warranty.Sobieski went thru the manufacturer for the part & Ms [redacted] was only to be charged for the labor.  Ms. [redacted] elected to schedule the repair & the repair was completed on 06/26 in the amount of $1979.00.

At Sobieski Services we strive to meet the expectations of every customer.  I would like to apologize for the unsatisfactory experience Ms. [redacted] has experienced & would like to get the matter resolved.  If Ms. [redacted] can attach a copy of the quote from Excel HVAC I would be...

more than happy to review the and verify the quoted work is exactly what Sobieski performed.Thank You, [redacted]Office Manager