B.A.D. Dogs Welcome

Thermostat was failure on this service call,never an issue with the amount of wires.We just tied all in per color to make it easier to diagnose and no charge was incurred for that addition.The thermostat provided was a base stat for the system a programmable was not requested.The failure was a item that just happened, upon replacement no problems have been had since,there fore the charge for our labor and part is just.Thank you for the update on this matter

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] ***

We know the tech was there because we have a completed invoice you signed without a co-pay as required by your warranty company We never said he was not there Your job is complete and if your warranty company says you owe them it is between you and your warrantyThank you in advance for any concerns, we have looked into your claim and it is closedWe have found no proof of any wrong doing by the technician

Upon arrival the technician found that the system was giving an error of non communicatingHe went inside and found the thermostat was cracked/broken and he could not get it to workHe could not get it to go to a home screen so he could try and put it in heat or cool.(it is a touch screen
thermostat) He called the customers home warranty and reported what he found with the thermostat and the warranty made the decision to decline her claim at that pointWe have no control over the warranty companies decisionWe stand behind our techs diagnosis but I will refund the customers $diagnosis fee due to her inconvenienceThank You

The company never received a co pay from this customerIn the future I suggest to this customer and anyone who reads this to not pay anything without a RECIEPT, if that situation arises make a call to the company with the tech on site and resolve it at that point

Complaint: ***
I am rejecting this response because: the response *** Steinocher gave is flawed in numerous way.1) No wires were cut, nor where there wires hanging from the unitThe only wires that were exposed were a few wire that go from the unit control panel to the wall thermostat,
these wire have wire nuts on themThis was the condition I found the ac/heat unit in when I purchased the house and it functioned properly at time of purchaseThe wall thermostat functions 100% still.2) The "gentleman" that I spoke to at Steinocher Heating and Air certainly did use profanities when he spoke to me on the phoneMost notable, he called me a "*** it" for thinking I would be provided with better service than what I got because I only paid $for the technician to come to my house.3) The conversation was shorter than minutes.4) I never had an issue with my warranty company declining the claimI have always maintained that my issue was with the poor job that the technician did when he come out to look at my ac/heat unit, then later I had an issue with how the "gentleman" spoke to me over the phoneThe Steinocher technician was at the house for less than minutesAll he did was activate the unit with the wall thermostat, then he waited to see if the unit cooled/heated and lastly he took some picturesHis report was sentence long and only mentioned, "Found unit not workingNot coming on." I have attached documents of both technician reports, one from Steinocher and the other from the 2nd opinion I received from Comfort AirComfort Air's technician came out and actually diagnosed what the ac/heater malfunction was (which was the motor bearings) and spent about hours at the house performing his checks and actually touching the unitAdditionally, Comfort Air's technician wrote a thorough report.5) Regarding why I wasn't given the company addressThe following is how that part of the conversation went:Steinocher's "gentleman" - "I need to ask you some questions."customer/me - "Okay? What are they?"Steinocher's "gentleman" - "What year is it?"customer/me - "2015"Steinocher's "gentleman" - "What day is it?"customer/me - "Monday, September 28th"Steinocher's "gentleman" - "What, um..."customer/me - "I'm sorry, but what do these questions have to do with anything?"Steinocher's "gentleman" - "I'm just making sure you're with it because you got to be the dumbest *** it alive if you think that you would get anything out of your $65!"customer/me - "That will be all I need to hear from you, I am requesting to speak to your manager now."Steinocher's "gentleman" - "I am the manger...everybody else is gone to lunch!"customer/me - "In that case, I would like to speak with your manager in personWhat is your companies address?"Steinocher's "gentleman" - "We'll call the cops on you and have your a-s-s arrested if you show up here!"customer/me - "I'll take my chances on being arrestedI'll just look up the address onlineGood-bye."I never said anything about getting my money backI also didn't include anything about the money in my complaint to the Revdex.com, nor did I mention money to the owner when he called me because I never cared about the moneyI only cared about the lack of quality service I receivedAdditionally, I never threatened to harm anybody or to "whoop someone"My end of the conversation happened entirely in the high school teachers lounge of the school that I teach atThere were other teachers in the lounge with me at the time and they heard every word I saidNever did I make a threatening remark to Steinocher's "gentleman"The other teachers, listening to the conversation, would have certainly been disturbed if one of their co-workers acted the way Steinocher makes it sound that I acted, especially at workSo, I'm certain they would remember an encounter like that if this is going to be a matter of he said/she said, I can provide witnesses...meanwhile, all Steinocher's "gentleman" co-workers were out at lunch, according to him.Lastly, I would like to say that the response Steinocher gave the Revdex.com does not surprise meMy whole problem with Steinocher was that the technician's report lacked integrity (I didn't get a proper inspection/diagnosis) and it appear that this lack of integrity is a systemic problem within the company that, by my own personal account, encompasses the technicians, lunch-time mangers, and company leadershipI've witnessed this lack of integrity by the technicians lack of service/Steinocher's "gentleman" over the phone/Steinocher's response to Revdex.comWhen I contacted Steinocher to inform them of the issue, Steinocher's "gentleman" went on the defensive and started getting loud on the phone with me (I speculate that he was the technician himself or he knew the technician well)I would have been happy and left this entire situation alone if Steinocher would only take accountability for their actionYet, Steinocher still refuses to take accountability and instead accuses me of being inappropriate over the phoneThis just highlight Steinocher's lack of integrity and I certainly won't be doing business with them ever againWhat Steinocher may not realize is that I'm from the West, TX area and I know hundreds of people from the areaI've never been spoken to the way Steinocher's "gentleman" spoke to me on the phone by anybody/anywhere, and I've been all over the world as a member of the US Navy.Whatever the procedure is from here, I respectfully request that the Revdex.com not include me in any further dialogue concerning Steinocher Heating and AirAfter quite a bit of reflection, it occurs to me that one, or a combination of more than one of the following is happening at Steinocher:1) Lack of leadership has negatively affected the company from the top down.2) Leadership is easily duped by subordinate employees regarding customer relations even in the face of all the facts.3) Leadership at Steinocher is more concerned with the welfare of a bad employees than it is with customer satisfaction, repeat customers, and the joy of a job well done.No scenario I can deduce regarding Steinocher's business is a model for profit or successI only contacted them to inform their management about the lack of service I receivedWhy they allowed it to get to this level is only a reflection of how poorly they are performing.I say again, I would rather never be contacted about this business ever again
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because; they are lying about the situation, from the beginning they said out was a 5 wire system and we had a previous 3 wire system, they also charged us 100.00 for a basic. 17.99 thermostat and we had our previous thermostat checked and there is nothing Wong with it.  What goes around comes around, they will get theirs. 
Regards,
[redacted]

Complaint: [redacted]
I am...

rejecting this response because:
Aconsumer shouldn't have to ASK for a receipt, a good business owner would train their techs to give a receipt automatically.  The Tech wouldn't have done the job without the money and the job is done so obviously he was here. I have a message from the receptionist confirming the appointment for that day as well as a call log of your tech calling me ten minutes prior to when he showed up. 
Regards,
[redacted] 
[redacted]

Thermostat was failure on this service call,never an issue with the amount of wires.We just tied all in per color to make it easier to diagnose and no charge was incurred for that addition.The thermostat provided was a base stat for the system a programmable was not requested.The failure was a item...

that just happened, upon replacement no problems have been had since,there fore the charge for our labor and part is just.Thank you for the update on this matter.

Our initial call to the address in question was received in February. Tech/Owner [redacted] ran the call on 2/13/15 and had a helper with him. Upon the inspection of the range he found that 2 elements and switches were burnt. The reason for the failure was documented as normal wear and tear but could...

possibly be because of roaches because they were present. We called our report in to the warranty company and they decided to repair the unit at this time. Parts were supplied by the warranty company. We returned to home once parts were received and installed parts around end of February. On April 21 we received a call from the customers warranty stating possible recall as the same issues were being reported. We advised Warranty Company at that time that if the same problem is being reported with same parts the issue is with the roaches in the stove not the parts. They advised us to return and re-check to be sure. We called the owner and advised them that if the same issue was with the roaches and they were still present then the call would be denied at that point. We returned to the home on and again the issue was with roaches being in the stove. Tice report was called in from site and the warranty company denied the claim at this point. On October 12 we again received a call from the warranty company. This time stating that 2 elements were not working and that now the glass cooktop was cracked. The cooktop was not cracked on the previous 2 calls nor was it reported as such. We again called the owner and again advised that if the roaches were still present and the issue was with the same parts we would call our report in as the same as the 2 previous calls. The techs did note that the cooktop was cracked but it was because something was dropped on it. You can tell because of the way the cooktop was cracked. The owner said that he didn't care that he would make sure that the stove was clean so that it would pass this time for repairs. This time a different tech was dispatched from our company. Upon arrival the techs noted that the same issues were present. They did not note on the Invoice that they saw evidence of roaches because they did not want a confrontation with the owner. Pictures were taken that showed the residue on the inside and behind the stove. Report was called in and Warranty Company again denied the claim. The owner is stating that there are discrepancies In our reports, I called in to the warranty company and got what reports were called in and the representative on the phone advised that the reports we called in were all the same. Sometimes you get representatives that do not fully read all the notes on the accounts and for all the work orders. The representative I spoke to did go back and read fully all comments on the account. As for the comment that was made about the owner being drunk. First let me apologize for that comment. it was not appropriate. However, [redacted] asked because the man on the phone was slurring his words and kept repeating himself over and over. [redacted] said that he had spoken to this same person before and he didn't sound that way. So again we do apologize for [redacted] drawing any conclusions over the phone and for making that comment. We do not feel that we should refund the customers fee that he paid in the amount of $60,00. The fee was not charged on the e call because it was within the warranty company's time frame that a recall could be issued which is within 60 days. The and call was received 6 Months after the et call so therefore it was out of the 60 day recall policy. We did not falsify any reports. We do not gain anything from doing so. If we don't make any repairs we don't get paid anything. We collect the copay from the customer as stated in their home warranty policy but that doesn't even cover one hour of labor for us so why would we file a report that was false knowing we could not make any money? Thank You

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]