(The consumer indicated he/she DID NOT accept the response from the business.) We will not accept the response from [redacted] ***Several of his claims are not true and are a reason we cannot accept his response or continue to work with himWe would like to be in communication with [redacted] ***, the Manager of MSP, something we have requested, but have not been grantedSome of ***'s truths are, MSP providing original service for no heat on day requestedIt was requested on 12/23/15, but we were told we would have to wait until 12/24/amThat appointment on 12/had to also be changed because the tech was busy in the morning on other callsThe discussion regarding the $check and being hand delivered is completely fabricatedYes, we did receive a $discount the day of purchase but the "inconvenience fee" check was never mailed until after several callsWe were suppose to be receiving a free AC as per our two-fur couponThat was never figured into the price ever and as [redacted] stated, we received the top of the line equipment, "NOT TRUE", we did not purchase a top of the line furnace it was the second down As for the $18,"normal" price given by ***, this would indicate our AC portion(which they claim was free) would have cost $5,($18,466-$13,095)After discussing this with other HVAC companies, we have learned that the cost of a high efficiency AC is usually equal to or greater than that of a furnaceEstimates for duct cleaning, humidifier, air filter, and thermostat have come back around $2-3K, meaning we were charged $10-11K for the furnace to get our "fee AC" This is where we feel this not the reality and is what warrants our advertising claimOnce again, we have been told by other companies, average costs of this furnace are $5-7K As for the cost of a building permit, MSP charged us $and after calling the city of Woodury to see of a permit had been applied for at that time they said no and the cost was $They eventually applied for it but it wasn't until after several callsIt's just one of many lies that occurred over this entire process We still have not received our duct cleaning or spring AC start up, and quite frankly do not want those services provided by MSP due to their poor handling of our concerns, so the claims they say are nonrefundable truly are refundable We do not want a response from [redacted] ***We want to be contacted with [redacted] *** [redacted] is someone who cannot be trusted with the truthEach communication gets more fabricatedT Thank you [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2016/01/04) */ Good Afternoon, We did install a water heater and water softener at [redacted] 's home per her requestShe said that she wanted to make sure that there was a 10-year warranty included on her equipment which we were able to provideThe 10-year warranty is on file with our company, so if there are any problems with her water heater or water softener over the next years, her equipment is covered by us We here at MSP have had multiple conversations with [redacted] regarding all of her concernsOur pricing is upfront and outlines all work we perform, prior to performing any of the workIt's one of our biggest compliments from our customer base and what's helped us create and grow our business We offer all of our customers the immensely popular Total Care Club (TCC)We don't talk people into itBeing a TCC member helps homeowners maintain their homes and ensure that they remain safe at an affordable rateBy performing the annual maintenance that's suggested on Furnaces, A/C Units & Water Heaters it can increase their lifespan while ensuring it's maintained properlyOur technicians are trained to notify you of any issues they find with your equipment with options to fix or replace them, as we did with your furnace While I understand that you didn't care for our pricing, it sounds like you wouldn't have known the severity of the issues found in your furnace unless our technician was inspecting itI'm sorry you didn't see the value of our pricing and if you do still want/need it to be replaced please let us know We here at MSP strive to provide the best service and customer service possible and we are sorry that you feel we've fallen shortPlease know that I'll make sure to take your comments and concerns into consideration and include them in future training opportunities Best Regards, Peter [redacted] Customer Service Manager Minneapolis Saint Paul, Plumbing Heating and Air Office [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel that MSP has addressed my complaintI paid for a water heater with a 10-year warranty and did not get itI asked for information about water heater models when I first called MSP to make an appointment for a service call, and was told that the technician would provide this informationThe technician who installed the water heater in my home told me that the water heater "comes with" a 10-year warrantyHe did not say that MSP extended the manufacturer's warranty (although many other HVA and plumbing companies do extend manufacturer's warranties; this is typically clearly indicated in writing in a hard-copy document that is provided to the homeowner before installation), and in the absence of any such explanation (even verbal), I quite reasonably concluded that he was referring to the manufacturer's warrantyI have attached to this complaint an email from the technician, which says that the model comes with a 10-year warranty and provides no additional qualification of that statement; additionally, it also points out that for more efficient models (which I also thought I was getting, although I never got a quantitative explanation to compare different models) a 10-year warranty model costs $more than a 6-year warranty modelIndeed, all water heater manufacturers that I have looked at (Including American) have a number of models with the warranty period clearly specified, usually prominently featured in the product nameAmerican does have models (with superior materials and design) for which there is a 10-year manufacturer's warrantyThis is what I thought I was gettingI attached the manufacturer's specifications for Model G61-50Tto the complaint; this is what was installed and this model has a 6-year warrantyI only found out about the manufacturer's warranty when I went to register the product with the manufacturerAfter four calls to MSP, I finally received an invoice that indicates a 3-year warranty (also attached to the complaint)It is only now, in response to my Revdex.com complaint, that MSP has indicated in writing (in the complaint response, not in any document provided to me) that they apparently extend the warranty to ten years; even now, the only documentation is "on file" in their officesI had intended to install a high-quality water heater that would enhance the value of my home, so I asked MSP to remove everything they installed and refund my money, but they simply told me to take it up with the Revdex.comAs an alternative, I would accept (1) a refund of $966, since that seems to be the difference in price between a 10-year water heater (which I was told I was getting) and a 6-year water heater (which is what was installed, and (2) a written document, clearly stating that MSP will cover all repairs on the water heater (including parts, labor and service call charges) for years from the date of installation, that such coverage is transferable to a new homeowner if I sell the house, and clearly indicating any maintenance or other terms required to continue the coverageI will not be using MSP for any other services under the TCC contract, so I would also like to be reimbursed for that ($249) Final Business Response / [redacted] (4000, 16, 2016/02/01) */ Good Afternoon, We did install a water heater and water softener at [redacted] 's home per her requestIt is not a part of our technician's process to provide a variety of models for the customer to choose fromIf there's a specific request, we honor that request to the best of our abilities as we did in installing a water heater that included a 10-year warranty Our call center representatives do not have lists of what's available, hence why a plumber comes out to visually inspect and provide a specific solution to remedy the customer's needs In our eyes, we've completed all that the customer requested and moreWe performed all the work after the [redacted] reviewed and accepted the presented solution to her current issue [redacted] signed and accepted all options presented, choosing the Platinum Option (the top option provided) when replacing her water heater prior to any work taking place in her homeWe got her the properly sized water heater, and provided the requested 10-year warranty Yes, upon request the warranty will be able to transfer to the new home ownerWe need to be notified of the new owner's name and contact information if/when that situation does arise Our plumber took care of her questions, provided a solution that [redacted] approved and accepted by signing for the work to be done prior to the new water heater and water softener being installed In regards to cancelling your TCC Membership I can process that for youI'm happy to refund you $as you used the membership visit to have your furnace inspected and tunwhich at the time of your visit was an $chargeOne note to consider prior to you doing that, is that is that you must maintain the annual maintenance on your water heater to keep the 10-year warrantyIt's a similar situation to a car, if you don't have your oil changed for 2-years would you expect Ford to give you a new car? The answer is noYou need to keep the annual maintenance current on your equipment to ensure its long term life and that's why we created the Total Care Club(see attached document from water heater company outlining equipment expectations.) Best Regards, Peter [redacted] Customer Service Manager Minneapolis Saint Paul, Plumbing Heating and Air Office [redacted] Final Consumer Response / [redacted] (3000, 18, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the MSP response, They have not responded to my documentation, and even if I were to accept the MSP warranty explanation (which I do not), I am still lacking any warranty documentation, other than responses on the Revdex.com website (which is hardly bindinglI will also have to see if I actually receive a refund The service contractI will contact MAP, as communication via Revdex.com has limitations
We arrived at the customer’s house the afternoon of Feb 6th, 2nd company to the home that day, Sedgwick had just left and identified multiple heat exchanger cracksOur technician gave her a free estimate for replacement of the AC unit and, the next day she called into the office to move forward with the quote providedInstallation team arrived on the 7th, made a note that air conditioner had a hole in the a coil pan and advised replacement because it would damage the new furnace if the current unit was to be turned on with itCustomer was out of town during the installation and walk through was unable to be completedWiring of old AC voids the warrant on the furnace we installed this dayReturned to home on July 6th because air conditioner was not runningThe low voltage was not wired for this unit due to the hole in the coil pan that was identifiedWiring of the unit VOIDS the warranty on the brand new furnace we installed months priorStrongly advised against this but customer requested it be completedCustomer requested we pay the trip charge of $for the other company that came out and told her that the AC was not wiredOur company would have come out for free to inspect, and I have reached out multiple times to try to provide a $customer satisfaction refund to the customer but have yet to hear backWe would be happy to provide the $to the customerThanks, Jeff [redacted] Production Manager Minneapolis Saint Paul, Plumbing Heating and Air Office ###-###-####
RE: [redacted] MSP installed the furnace she purchased and she received a deeply discounted price at the point of installation We expect her to pay for the work in full
On 7/14/MSP Plumbing, Heating, Air was hired to install a water heater by [redacted] *** [redacted] requested a new water heater due to a bad smell in the water coming into the home [redacted] agreed to the upfront price given by our plumbers and signed and secured financing through Wells Fargo for the work performedThe water heater that was originally installed did have a faulty gas valveInstead of just replacing just the gas valve which was faulty, MSP instead replaced the entire water heater on 7/22/The replacement was completed by one of our best install techs as well as our service manager was at the home for the entire new installationThe water heater was triple checked to make sure there was no gas leakOur service manager, Eric asked to speak with [redacted] while he was at the home so he could answer any questions for the customer she may have had [redacted] later that day called and spoke with me stating she no longer wanted a water heater and for MSP to come out and remove the unitI advised [redacted] that there wasn’t anything wrong with the replacement unit and that she had agreed to the work performed and priceI advised [redacted] that we guarantee our work and completely replaced the faulty unit with functioning water heater [redacted] complained that she smelled gasI advised [redacted] that our service manager triple checked the water heater just to make sure it was safe in the home and that she is not qualified herself to just state there is a gas leakI advised [redacted] that she could certainly request the gas company out to her home to have it checked On 7/25/***’s significant other called me asking me to have the water heater picked up from their house as well as to refund all of the money paid for the install of the water heaterHe specifically stated they had the gas company out twice over the weekend and the gas company found no gas leaks or faults with the water heaterHe also stated they only allowed the water heater to run for hours and because they didn’t want it they had it uninstalled without MSP or having an actual reason for the water heater removal beside the fact they didn’t want to pay for the work or water heater any longerI advised the customer that they had purchased a water heater, the 2nd water heater installed was working perfectly and that the customer is responsible for the cost of the unit as well as the plumbing costsThe customer was not charged for anything additional in regards to replacing the first unit The customer was not satisfied with the response and once we advised we would not be picking up their purchased water heater they decided to contact the Revdex.com, state of Minnesota, and wells fargo to cancel the financingI have already give wells fargo the signed documentation from the customer stating they agreed to the price and the work performed and am responding to this complaint by asking for arbitration with the customer Thank you for your time Best Regards, Erica [redacted] Contact Manager
I am rejecting this response because: I do not feel that the response from Minneapolis StPaul Plumbing and Heating is acceptable Many of the items stated are false I'm not sure who is writing the responses, but they certainly did not have to go through what we just went through I wish at this time to make a compromise with MSP I received a call on Friday, April 8th from [redacted] in the accounting department I have not returned the call as of yet When this complaint started I had our credit card company withhold $from MSP while we tried to work things out I'm willing now to split that amount with MSP and be done with them completely If MSP will agree to this, they can invoice me for half of the amount ($1,658.10) and I will send MSP a check.Thank you[redacted] ***
I have confirmed with my team that there is a crack in the heat exchanger on [redacted] ’s furnace We are happy to meet both homeowner and the other contractor onsite to show them the crack It is not uncommon for home warranty service technicians to not be trained to find these cracks We welcome the opportunity to complete this re-visit Sincerely, Andy [redacted] MSP Plumbing Heating and Air
Initial Business Response /* (1000, 6, 2016/02/01) */
Good Afternoon,
I am responding to *** ***'s complaint insinuating that we caused damage to the electrical infrastructure in her home by loaning her space heatersWe provided electrical heaters as a free convenience to our customers
who do not have heat
We do not charge for themBecause ***'s furnace inducer motor had seized and that blower fan was a special order part from our distributors, we did everything we could to make sure that ***'s house didn't plummet in temperature while waiting for the part to arriveIt's an expensive part we don't just have lying aroundNote the heaters were provided on Saturday the 16th
On Monday the 18th, we called *** at 7:49am to let her know the part wouldn't be in until Tuesday morning (1/19)She said that was fine with that timeframe
Then later that morning at 10:14am she called in furious that her electrical system wasn't working and apparently broken, saying she required a call back immediately
Then *** called minutes later (10:36am) screaming at our CSR representatives and demanded that she be called back immediately and if not she would cancel the appointmentBy the time we were able to respond to her, she had already refused service, therefore we cancelled the service at her home and did not charge her for the use of the space heaters
The fact that she had been using our space heaters (at no charge) for days and then all of a sudden they miraculously caused her electrical system issue is not our faultHer electrical system failed due to unforeseen circumstances and we cannot be held liable for preexisting electrical faults in owners homes
Best Regards,
Peter ***
Manager of Customer Service
MSP, StPaul, MN
Initial Consumer Rebuttal /* (3000, 13, 2016/03/14) */
First: I never said I "was fine with the timeframe"I did not have a choiceI was very unhappy with the timeframe but I cannot make you have a part any sooner than you have it
Second: I never have and never would scream at a customer service representative and for you to accuse me of such is incredibly insultingAnd for someone who has never has the courtesy to get a hold of me regarding any of my issues, you are the last person to be able to speak on the volume of my voice
Third: By the time you called me back, I had already called another company around 11am on 18th, had them come out to look at my furnace, go and purchase the inducer motor, and come back and had it fixed by 4pm on 18thI would like to point out that I was able to find a company that provides a much better warranty on their work, and does not require payment before even seeing if the part is available
Fourth: If you had read my complaint, or listened to what I told your customer service rep, or made an effort to contact meyou would have know that your space heaters did not "all of a sudden miraculously" cause my heating system to go out after a day and a halfThe issues started much sooner and continued to get worse as the weekend progressedYou have now proven that you are not able to properly read a calendar or manage to understand the concept of timeHow you were able to become a manager baffles meI have never had electrical issues in my house the entire time I have owned it, expect for when I had your heaters plugged in, which managed to keep my house at a toasty degrees in spite of the promise they keep a house my size about degrees
Lastly: I have never in my life experienced such terrible service all the way aroundI am not only baffled at your lack of common sense but your lack of customer service skillsHonestly a little effort on your part could have gone a long way but that seems to be far too difficult for you and that is quite a shameI make sure everyone is aware of the experience I had with your companyI hope you are able to learn from your mistakes throughout this experience so that no customer of yours is treated so poorly again in the future
We have spoken with the customer and taken care of the billing concernEverything has been taken care of and the customer is satisfied with the resultThanks!
Initial Business Response /* (1000, 6, 2016/02/16) */
Good Afternoon,
I'm writing in response to *** ***'s complaint that our organization uses excessive sales pressure, incorrect and misleading sales pitches, pricing and lack of responding to issues while failing to provide
warranty
We did inspect and find that Mr***'s furnace was not performing properly at his home and "red tagged" his furnace as it was not operating at safe levelsWe provided options to fix or replace his furnaceWe are not a company that utilizes high pressure tactics in offering solutions for repairing or replacing equipmentOur technicians are trained to notify you of any issues they find with your equipment including options to fix or replace them, as we did with your furnaceMr*** chose to not repair his existing furnace for $1,600, but chose to replace the existing unitWe feel that insinuating MSP attempted to use excessive sales pressure, sales pitches or provide improper pricing is completely falseWe provided multiple options and Mr*** chose to replace his system rather than repair it
The CSR's and the Management team here at MSP have handled multiple calls and emails from Mr*** since NovemberWe've replied to each request via phone, email and regular mail, providing him everything he's requested and moreOur pricing is upfront and outlines all work we perform, prior to performing any of the workThis still is one of our biggest compliments from our customer baseWe provided Mr*** the best deal offered at the time of his furnace installationThere was no pricing difference between a 60,BTU furnace and a 80,BTU furnaceWe provided the optimal solution (A 60,BTU system) to save Mr*** and his family money by giving him the properly sized furnace for his home
While I understand that you didn't care for our pricing, our records show that you approved the work and pricing prior to any work being performedYou were not coerced or taken advantage of in buying a new furnace systemOnly after the installation occurred did Mr*** have problems with the pricing
As stated in the previous documentation we mailed to your home (multiple times) you still have a "Can't Write a Check Year Parts and Labor Warranty" included with the system you purchasedWe are more than happy to honor that warranty from the installation date of your system as long as the annual maintenance is completed by a HVAC professional technician
In conclusion, we feel that all MSP employees have provided the best customer service possible for Mr*** and we will not offer any monetary compensation as we performed all work chosen to be completed and have responded to all requests
Best Regards,
***
Customer Service Manager
Minneapolis Saint Paul, Plumbing Heating and Air
Office ***
Initial Consumer Rebuttal /* (3000, 8, 2016/02/18) */
Thank you for your help in this matter
This is my reply to the response given by MSP on 2/16/16:
"There is no doubt in my mind that the technician's sales pressure for us to buy a new furnace from MSP the day he "red tagged" ours was excessive and misleading and that it made us feel "trapped" for the reasons I explained in my complaintYes, we were given optionsThe first option was to pay $1,for a temporary repair job warrantied for "days"That made no sense AT ALLAnd, yes - we were also offered other purchase options (but ALL of them were more expensive than the one we picked)Because of our personal financial situation, we chose the "least expensive" (also least efficient) equipmentThat way, we would not have to extend ourselves financially any more than necessary but were still assured that we would be returned to "furnace heat" the following dayYou say the cost of a BTU furnace is the same as one that is BTUIt surprises me that the BTU size of a furnace does not somehow affect the cost, but I will take your word for thatAnd yes - I did charge the full "quoted" amount of the furnace and A/C to my credit card that day, after the technician had assured me that no matter where I searched, I would have a very hard time saving over $from the price on his quoteAnd yes - I DID NOT question the price any further until days later when I received the sales flyer ( offering a huge price reduction compared to what I was charged)This mailing came to me one day "before" my new furnace was even "working properly"For these reasons, I feel I should receive a partial refund from what I had originally paid
On the issue of MSP responding to all of my calls and e-mail requests, that is completely falseThe few responses I did receive didn't even properly address my questions or requestsTo this day, I still haven't received a copy of the "actual" warranty (document) which is only 'referenced" on one line of the MSP quoteWithout a copy of the actual details of that warranty, I still have no idea what is actually covered by my "year parts and labor, can't write a check" warranty, what is not covered, and what (if anything) I must do to stay coveredMy most recent e-mails to MSP management were sent on 12/19/and 1/5/Neither of them has been responded to in any mannerObviously, the MSP lack of response to my legitimate complaints only serves to reinforce my overall disappointment with this company."
Initial Business Response /* (1000, 9, 2015/09/28) */
Met with Mr*** in person on Tuesday 9/while addressing some concerns from the city inspectorAt the end of the visit I did ask if there was anything more that we could do? Mr*** said no, and thanked us for taking care of
things
Shawn ***
HVAC Installation Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This mess is still not finalizedWe just got a letter from the electrician stating we have to schedule another inspection due to some conflict, even though they signed off on it at the last visitSo now I have to take time off from work again to get this mess finishedI would like to be compensated for times I had to be home, when this should have been done correctly the first timeI am not counting the regular inspection, or install datesBut I had to be home more timesThe wage loss for being home is approx $
Final Consumer Response /* (3000, 15, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This mess is still not resolvedI have an open permit which means I need to be home for yet another inspectionI would like compensation for all of the extra time away from work to be at home for these vendors
Final Business Response /* (4000, 13, 2015/10/05) */
Contacting our electrical sub-contractor to find where issue isI was personally present when inspector signed off on both the electrical and mechanical permits
Shawn ***
Installation Manager
Initial Business Response /* (1000, 6, 2015/11/03) */
Thomas our tech was delayed in getting to the *** ResidenceOur records show that we called the ***'s on the Oct 23rd three times regarding our tech's arrival (which was eventually cancelled by the customer at 5:33pm) and we then again
contacted the customer times on October 24th to inform the customer regarding the appointment and our tech's arrival timeThomas did end up arriving and fixing their problem, it was just later than anticipated which we sincerely apologize for, unfortunately the later than expected service time was unavoidable
Being in the service industry, we do everything we can to expedite our Total Care Club members issues and services unfortunately we cannot always get to customers as scheduled, like in this caseYet we still were in contact providing updatesPreviously our technician was currently in the middle of another home emergency that we were not able to just have them stop in the middle of the project
Thomas (the tech) said he would be more than happy to talk with the home owners if needed to help solve this situation further and reexamine in greater detail regarding the COlevels in the home
If the ***'s would like to cancel their TCC membership, I can make that happen immediately for them but prior to that happening we would appreciate a second chance to earn their business back by giving them the next months of the TCC club at no chargeIf they do not want that, I can cancel it right away
Regarding the COlevels comment, I have a couple of follow up questions
1) Did you mean Carbon Monoxide (CO) or Carbon Dioxide (CO2)?
2) Would the customer explain how an air filtration system would directly affect the COlevels in the home?
3) How is the customer reading the COlevels? A Tool, a COmonitor?
4) What are the PPM levels that are being shown?
aDepending on the equipment being used, where are they taking the measurements?
bHave they had certified training on reading COlevels from HVAC equipment or in homes?
Best Regards,
Peter ***
Manager of Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, there seems to be a disconnect as we did not receive a call back nor did we cancel the appointment on Oct 23rdI had requested a manager to call back to cancel the total care membership but not the appointmentThat is besides the point
Since we made this report the night we did not receive a call back on Oct 23rd, Thomas came out on Oct 24thThomas admitted that the motor was installed wrongThe installation was off balance that caused vibration of the furnaceHe diagnosed that the motor installed on the initial visit was fine and did not need to be replacedThe vibration was still occurring so he placed cardboard to lessen the vibrationOne of the screws is stripped and the housing continues to rattle unless the cardboard is wedged into itThomas mentioned that we needed to replace the housing, however this was damaged by the service and not by agingWe now have a furnace that is in worse condition then when the blower was initially serviced
For the air filter, we have a netatmo weather stationThe Carbon Dioxide (CO2) levels are at the lowest ppm and the previous air filtration systems was ppmThe measures are when no one is in the house and we were told the new system would be betterAlthough we are inexperienced, we rely on what the sensor tells us and noticed a significant consistent increase once the filtration was installed
I do not accept the response from the businessThey have not addressed the less then acceptable repairs, the damaged furnace or reimbursement of the service planWe would like the service plan cancelled and be reimbursed for planWe would like the company to honor the 100% satisfaction guarantee and would like to be reimbursed
Final Business Response /* (4000, 10, 2015/11/09) */
Good Afternoon,
Thank you for your response
Unfortunately there's no way to pinpoint when the damage did occur in your furnaceYour unit is over years old and according to the issues you were experiencing prior to our arrival and diagnosis it makes sense to assume that the damage had occurred prior to our technician being on siteThat being said, we have a 100% satisfaction guarantee and with the work completed at your home, we are willing to refund you $1,dollars of your bill out of the total $2,considering the motor we installed did not resolve the issue
As for the COlevel in your home, there's no reason that the air filtration system would affect your homes COlevels, it just does not work in conjunction that wayThat being said, it makes sense that your COlevels have gone up because the new motor we installed is moving the air more efficiently throughout your homeThat being said, if you're concerned about the COlevels we'd be happy to send one of our technicians out to monitor the levels with professional equipment to ensure that there is no dangerous level in your home
If you would like to resolve this today, as I mentioned earlier, I will refund you a $1,upon the receipt of a signed Customer Satisfaction Agreement that has been provided with this note
I also have cancelled your Total Care Club membership per your request effective 11/3/
Final Consumer Response /* (2000, 12, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the claim as the company is honoring the 100% satisfaction guarantee and that our family just wants this issue resolved and to be able to move forward past this experienceThe actions that have been taken so far are below
- Signed Customer Satisfaction Agreement has been emailed to company
- In alignment to agreement attempts have been made to remove negative social media reviews
As long as the company keeps with the commitments of the Customer Satisfaction Agreement I am satisfied with one other minor requestI would like to know the manufacture and model of the electronic air filter that they installed as I never received this information from the original install
I was able to reach out to this customer and figured out exactly what address the customer was requesting the refund fromAfter gaining the correct information, I was able to have the refund issued I advised the customer the refund should be sent and mailed and he should receive it at his home in 10-business daysThe customer also has my direct information to call me if he does not receive his refund check within that timeframeThe customer was satisfied with this outcome This complaint should be completed Best Regards, Erica ***
We have spoken with the customer and scheduled a return on June 19th to complete the workEverything has been taken care of and the customer is satisfied with the resultThanks!
I am rejecting this response because:
I have not seen a refund check of the $yet. I would like a refund of the $that was paid to Minneapolis StPaul Plumbing and heatingas I was very dissatisfied with the services that they provided. Thank you. *** ***
We appreciate the feedback. A chimney liner isn't something that we can lightly here at MSP. For the safety of all of our customers we have to hold strict guidelines when it comes to systems operating outside of specification. We see 60+ homes a day and if we allowed just one bad...
situation to pass through unsafely, we could permit serious injury or death. With regards to the CO levels; there is no safe level in the air of the home. The combustion of the boiler is allowed a specific amount but that is limited strictly by the AGA Standards (American Gas Association) which we adhere to. We are happy to offer a free boiler tune-up for the next two years to compensate you for the time and money spent contacting another contractor. MSP is in the business of making sure our customers are safe and we will happily check your system for the next two years at no charge. I have noted your client record in our system - but will allow you to call in when it is convenient to schedule these visits.
(The consumer indicated he/she DID NOT accept the response from the business.) We will not accept the response from [redacted] ***Several of his claims are not true and are a reason we cannot accept his response or continue to work with himWe would like to be in communication with [redacted] ***, the Manager of MSP, something we have requested, but have not been grantedSome of ***'s truths are, MSP providing original service for no heat on day requestedIt was requested on 12/23/15, but we were told we would have to wait until 12/24/amThat appointment on 12/had to also be changed because the tech was busy in the morning on other callsThe discussion regarding the $check and being hand delivered is completely fabricatedYes, we did receive a $discount the day of purchase but the "inconvenience fee" check was never mailed until after several callsWe were suppose to be receiving a free AC as per our two-fur couponThat was never figured into the price ever and as [redacted] stated, we received the top of the line equipment, "NOT TRUE", we did not purchase a top of the line furnace it was the second down As for the $18,"normal" price given by ***, this would indicate our AC portion(which they claim was free) would have cost $5,($18,466-$13,095)After discussing this with other HVAC companies, we have learned that the cost of a high efficiency AC is usually equal to or greater than that of a furnaceEstimates for duct cleaning, humidifier, air filter, and thermostat have come back around $2-3K, meaning we were charged $10-11K for the furnace to get our "fee AC" This is where we feel this not the reality and is what warrants our advertising claimOnce again, we have been told by other companies, average costs of this furnace are $5-7K As for the cost of a building permit, MSP charged us $and after calling the city of Woodury to see of a permit had been applied for at that time they said no and the cost was $They eventually applied for it but it wasn't until after several callsIt's just one of many lies that occurred over this entire process We still have not received our duct cleaning or spring AC start up, and quite frankly do not want those services provided by MSP due to their poor handling of our concerns, so the claims they say are nonrefundable truly are refundable We do not want a response from [redacted] ***We want to be contacted with [redacted] *** [redacted] is someone who cannot be trusted with the truthEach communication gets more fabricatedT Thank you [redacted] ***
Initial Business Response / [redacted] (1000, 9, 2016/01/04) */ Good Afternoon, We did install a water heater and water softener at [redacted] 's home per her requestShe said that she wanted to make sure that there was a 10-year warranty included on her equipment which we were able to provideThe 10-year warranty is on file with our company, so if there are any problems with her water heater or water softener over the next years, her equipment is covered by us We here at MSP have had multiple conversations with [redacted] regarding all of her concernsOur pricing is upfront and outlines all work we perform, prior to performing any of the workIt's one of our biggest compliments from our customer base and what's helped us create and grow our business We offer all of our customers the immensely popular Total Care Club (TCC)We don't talk people into itBeing a TCC member helps homeowners maintain their homes and ensure that they remain safe at an affordable rateBy performing the annual maintenance that's suggested on Furnaces, A/C Units & Water Heaters it can increase their lifespan while ensuring it's maintained properlyOur technicians are trained to notify you of any issues they find with your equipment with options to fix or replace them, as we did with your furnace While I understand that you didn't care for our pricing, it sounds like you wouldn't have known the severity of the issues found in your furnace unless our technician was inspecting itI'm sorry you didn't see the value of our pricing and if you do still want/need it to be replaced please let us know We here at MSP strive to provide the best service and customer service possible and we are sorry that you feel we've fallen shortPlease know that I'll make sure to take your comments and concerns into consideration and include them in future training opportunities Best Regards, Peter [redacted] Customer Service Manager Minneapolis Saint Paul, Plumbing Heating and Air Office [redacted] Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not feel that MSP has addressed my complaintI paid for a water heater with a 10-year warranty and did not get itI asked for information about water heater models when I first called MSP to make an appointment for a service call, and was told that the technician would provide this informationThe technician who installed the water heater in my home told me that the water heater "comes with" a 10-year warrantyHe did not say that MSP extended the manufacturer's warranty (although many other HVA and plumbing companies do extend manufacturer's warranties; this is typically clearly indicated in writing in a hard-copy document that is provided to the homeowner before installation), and in the absence of any such explanation (even verbal), I quite reasonably concluded that he was referring to the manufacturer's warrantyI have attached to this complaint an email from the technician, which says that the model comes with a 10-year warranty and provides no additional qualification of that statement; additionally, it also points out that for more efficient models (which I also thought I was getting, although I never got a quantitative explanation to compare different models) a 10-year warranty model costs $more than a 6-year warranty modelIndeed, all water heater manufacturers that I have looked at (Including American) have a number of models with the warranty period clearly specified, usually prominently featured in the product nameAmerican does have models (with superior materials and design) for which there is a 10-year manufacturer's warrantyThis is what I thought I was gettingI attached the manufacturer's specifications for Model G61-50Tto the complaint; this is what was installed and this model has a 6-year warrantyI only found out about the manufacturer's warranty when I went to register the product with the manufacturerAfter four calls to MSP, I finally received an invoice that indicates a 3-year warranty (also attached to the complaint)It is only now, in response to my Revdex.com complaint, that MSP has indicated in writing (in the complaint response, not in any document provided to me) that they apparently extend the warranty to ten years; even now, the only documentation is "on file" in their officesI had intended to install a high-quality water heater that would enhance the value of my home, so I asked MSP to remove everything they installed and refund my money, but they simply told me to take it up with the Revdex.comAs an alternative, I would accept (1) a refund of $966, since that seems to be the difference in price between a 10-year water heater (which I was told I was getting) and a 6-year water heater (which is what was installed, and (2) a written document, clearly stating that MSP will cover all repairs on the water heater (including parts, labor and service call charges) for years from the date of installation, that such coverage is transferable to a new homeowner if I sell the house, and clearly indicating any maintenance or other terms required to continue the coverageI will not be using MSP for any other services under the TCC contract, so I would also like to be reimbursed for that ($249) Final Business Response / [redacted] (4000, 16, 2016/02/01) */ Good Afternoon, We did install a water heater and water softener at [redacted] 's home per her requestIt is not a part of our technician's process to provide a variety of models for the customer to choose fromIf there's a specific request, we honor that request to the best of our abilities as we did in installing a water heater that included a 10-year warranty Our call center representatives do not have lists of what's available, hence why a plumber comes out to visually inspect and provide a specific solution to remedy the customer's needs In our eyes, we've completed all that the customer requested and moreWe performed all the work after the [redacted] reviewed and accepted the presented solution to her current issue [redacted] signed and accepted all options presented, choosing the Platinum Option (the top option provided) when replacing her water heater prior to any work taking place in her homeWe got her the properly sized water heater, and provided the requested 10-year warranty Yes, upon request the warranty will be able to transfer to the new home ownerWe need to be notified of the new owner's name and contact information if/when that situation does arise Our plumber took care of her questions, provided a solution that [redacted] approved and accepted by signing for the work to be done prior to the new water heater and water softener being installed In regards to cancelling your TCC Membership I can process that for youI'm happy to refund you $as you used the membership visit to have your furnace inspected and tunwhich at the time of your visit was an $chargeOne note to consider prior to you doing that, is that is that you must maintain the annual maintenance on your water heater to keep the 10-year warrantyIt's a similar situation to a car, if you don't have your oil changed for 2-years would you expect Ford to give you a new car? The answer is noYou need to keep the annual maintenance current on your equipment to ensure its long term life and that's why we created the Total Care Club(see attached document from water heater company outlining equipment expectations.) Best Regards, Peter [redacted] Customer Service Manager Minneapolis Saint Paul, Plumbing Heating and Air Office [redacted] Final Consumer Response / [redacted] (3000, 18, 2016/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept the MSP response, They have not responded to my documentation, and even if I were to accept the MSP warranty explanation (which I do not), I am still lacking any warranty documentation, other than responses on the Revdex.com website (which is hardly bindinglI will also have to see if I actually receive a refund The service contractI will contact MAP, as communication via Revdex.com has limitations
We arrived at the customer’s house the afternoon of Feb 6th, 2nd company to the home that day, Sedgwick had just left and identified multiple heat exchanger cracksOur technician gave her a free estimate for replacement of the AC unit and, the next day she called into the office to move forward with the quote providedInstallation team arrived on the 7th, made a note that air conditioner had a hole in the a coil pan and advised replacement because it would damage the new furnace if the current unit was to be turned on with itCustomer was out of town during the installation and walk through was unable to be completedWiring of old AC voids the warrant on the furnace we installed this dayReturned to home on July 6th because air conditioner was not runningThe low voltage was not wired for this unit due to the hole in the coil pan that was identifiedWiring of the unit VOIDS the warranty on the brand new furnace we installed months priorStrongly advised against this but customer requested it be completedCustomer requested we pay the trip charge of $for the other company that came out and told her that the AC was not wiredOur company would have come out for free to inspect, and I have reached out multiple times to try to provide a $customer satisfaction refund to the customer but have yet to hear backWe would be happy to provide the $to the customerThanks, Jeff [redacted] Production Manager Minneapolis Saint Paul, Plumbing Heating and Air Office ###-###-####
RE: [redacted] MSP installed the furnace she purchased and she received a deeply discounted price at the point of installation We expect her to pay for the work in full
On 7/14/MSP Plumbing, Heating, Air was hired to install a water heater by [redacted] *** [redacted] requested a new water heater due to a bad smell in the water coming into the home [redacted] agreed to the upfront price given by our plumbers and signed and secured financing through Wells Fargo for the work performedThe water heater that was originally installed did have a faulty gas valveInstead of just replacing just the gas valve which was faulty, MSP instead replaced the entire water heater on 7/22/The replacement was completed by one of our best install techs as well as our service manager was at the home for the entire new installationThe water heater was triple checked to make sure there was no gas leakOur service manager, Eric asked to speak with [redacted] while he was at the home so he could answer any questions for the customer she may have had [redacted] later that day called and spoke with me stating she no longer wanted a water heater and for MSP to come out and remove the unitI advised [redacted] that there wasn’t anything wrong with the replacement unit and that she had agreed to the work performed and priceI advised [redacted] that we guarantee our work and completely replaced the faulty unit with functioning water heater [redacted] complained that she smelled gasI advised [redacted] that our service manager triple checked the water heater just to make sure it was safe in the home and that she is not qualified herself to just state there is a gas leakI advised [redacted] that she could certainly request the gas company out to her home to have it checked On 7/25/***’s significant other called me asking me to have the water heater picked up from their house as well as to refund all of the money paid for the install of the water heaterHe specifically stated they had the gas company out twice over the weekend and the gas company found no gas leaks or faults with the water heaterHe also stated they only allowed the water heater to run for hours and because they didn’t want it they had it uninstalled without MSP or having an actual reason for the water heater removal beside the fact they didn’t want to pay for the work or water heater any longerI advised the customer that they had purchased a water heater, the 2nd water heater installed was working perfectly and that the customer is responsible for the cost of the unit as well as the plumbing costsThe customer was not charged for anything additional in regards to replacing the first unit The customer was not satisfied with the response and once we advised we would not be picking up their purchased water heater they decided to contact the Revdex.com, state of Minnesota, and wells fargo to cancel the financingI have already give wells fargo the signed documentation from the customer stating they agreed to the price and the work performed and am responding to this complaint by asking for arbitration with the customer Thank you for your time Best Regards, Erica [redacted] Contact Manager
I am rejecting this response because: I do not feel that the response from Minneapolis StPaul Plumbing and Heating is acceptable Many of the items stated are false I'm not sure who is writing the responses, but they certainly did not have to go through what we just went through I wish at this time to make a compromise with MSP I received a call on Friday, April 8th from [redacted] in the accounting department I have not returned the call as of yet When this complaint started I had our credit card company withhold $from MSP while we tried to work things out I'm willing now to split that amount with MSP and be done with them completely If MSP will agree to this, they can invoice me for half of the amount ($1,658.10) and I will send MSP a check.Thank you[redacted] ***
I have confirmed with my team that there is a crack in the heat exchanger on [redacted] ’s furnace We are happy to meet both homeowner and the other contractor onsite to show them the crack It is not uncommon for home warranty service technicians to not be trained to find these cracks We welcome the opportunity to complete this re-visit Sincerely, Andy [redacted] MSP Plumbing Heating and Air
Initial Business Response /* (1000, 6, 2016/02/01) */
Good Afternoon,
I am responding to *** ***'s complaint insinuating that we caused damage to the electrical infrastructure in her home by loaning her space heatersWe provided electrical heaters as a free convenience to our customers
who do not have heat
We do not charge for themBecause ***'s furnace inducer motor had seized and that blower fan was a special order part from our distributors, we did everything we could to make sure that ***'s house didn't plummet in temperature while waiting for the part to arriveIt's an expensive part we don't just have lying aroundNote the heaters were provided on Saturday the 16th
On Monday the 18th, we called *** at 7:49am to let her know the part wouldn't be in until Tuesday morning (1/19)She said that was fine with that timeframe
Then later that morning at 10:14am she called in furious that her electrical system wasn't working and apparently broken, saying she required a call back immediately
Then *** called minutes later (10:36am) screaming at our CSR representatives and demanded that she be called back immediately and if not she would cancel the appointmentBy the time we were able to respond to her, she had already refused service, therefore we cancelled the service at her home and did not charge her for the use of the space heaters
The fact that she had been using our space heaters (at no charge) for days and then all of a sudden they miraculously caused her electrical system issue is not our faultHer electrical system failed due to unforeseen circumstances and we cannot be held liable for preexisting electrical faults in owners homes
Best Regards,
Peter ***
Manager of Customer Service
MSP, StPaul, MN
Initial Consumer Rebuttal /* (3000, 13, 2016/03/14) */
First: I never said I "was fine with the timeframe"I did not have a choiceI was very unhappy with the timeframe but I cannot make you have a part any sooner than you have it
Second: I never have and never would scream at a customer service representative and for you to accuse me of such is incredibly insultingAnd for someone who has never has the courtesy to get a hold of me regarding any of my issues, you are the last person to be able to speak on the volume of my voice
Third: By the time you called me back, I had already called another company around 11am on 18th, had them come out to look at my furnace, go and purchase the inducer motor, and come back and had it fixed by 4pm on 18thI would like to point out that I was able to find a company that provides a much better warranty on their work, and does not require payment before even seeing if the part is available
Fourth: If you had read my complaint, or listened to what I told your customer service rep, or made an effort to contact meyou would have know that your space heaters did not "all of a sudden miraculously" cause my heating system to go out after a day and a halfThe issues started much sooner and continued to get worse as the weekend progressedYou have now proven that you are not able to properly read a calendar or manage to understand the concept of timeHow you were able to become a manager baffles meI have never had electrical issues in my house the entire time I have owned it, expect for when I had your heaters plugged in, which managed to keep my house at a toasty degrees in spite of the promise they keep a house my size about degrees
Lastly: I have never in my life experienced such terrible service all the way aroundI am not only baffled at your lack of common sense but your lack of customer service skillsHonestly a little effort on your part could have gone a long way but that seems to be far too difficult for you and that is quite a shameI make sure everyone is aware of the experience I had with your companyI hope you are able to learn from your mistakes throughout this experience so that no customer of yours is treated so poorly again in the future
We have spoken with the customer and taken care of the billing concernEverything has been taken care of and the customer is satisfied with the resultThanks!
Initial Business Response /* (1000, 6, 2016/02/16) */
Good Afternoon,
I'm writing in response to *** ***'s complaint that our organization uses excessive sales pressure, incorrect and misleading sales pitches, pricing and lack of responding to issues while failing to provide
warranty
We did inspect and find that Mr***'s furnace was not performing properly at his home and "red tagged" his furnace as it was not operating at safe levelsWe provided options to fix or replace his furnaceWe are not a company that utilizes high pressure tactics in offering solutions for repairing or replacing equipmentOur technicians are trained to notify you of any issues they find with your equipment including options to fix or replace them, as we did with your furnaceMr*** chose to not repair his existing furnace for $1,600, but chose to replace the existing unitWe feel that insinuating MSP attempted to use excessive sales pressure, sales pitches or provide improper pricing is completely falseWe provided multiple options and Mr*** chose to replace his system rather than repair it
The CSR's and the Management team here at MSP have handled multiple calls and emails from Mr*** since NovemberWe've replied to each request via phone, email and regular mail, providing him everything he's requested and moreOur pricing is upfront and outlines all work we perform, prior to performing any of the workThis still is one of our biggest compliments from our customer baseWe provided Mr*** the best deal offered at the time of his furnace installationThere was no pricing difference between a 60,BTU furnace and a 80,BTU furnaceWe provided the optimal solution (A 60,BTU system) to save Mr*** and his family money by giving him the properly sized furnace for his home
While I understand that you didn't care for our pricing, our records show that you approved the work and pricing prior to any work being performedYou were not coerced or taken advantage of in buying a new furnace systemOnly after the installation occurred did Mr*** have problems with the pricing
As stated in the previous documentation we mailed to your home (multiple times) you still have a "Can't Write a Check Year Parts and Labor Warranty" included with the system you purchasedWe are more than happy to honor that warranty from the installation date of your system as long as the annual maintenance is completed by a HVAC professional technician
In conclusion, we feel that all MSP employees have provided the best customer service possible for Mr*** and we will not offer any monetary compensation as we performed all work chosen to be completed and have responded to all requests
Best Regards,
***
Customer Service Manager
Minneapolis Saint Paul, Plumbing Heating and Air
Office ***
Initial Consumer Rebuttal /* (3000, 8, 2016/02/18) */
Thank you for your help in this matter
This is my reply to the response given by MSP on 2/16/16:
"There is no doubt in my mind that the technician's sales pressure for us to buy a new furnace from MSP the day he "red tagged" ours was excessive and misleading and that it made us feel "trapped" for the reasons I explained in my complaintYes, we were given optionsThe first option was to pay $1,for a temporary repair job warrantied for "days"That made no sense AT ALLAnd, yes - we were also offered other purchase options (but ALL of them were more expensive than the one we picked)Because of our personal financial situation, we chose the "least expensive" (also least efficient) equipmentThat way, we would not have to extend ourselves financially any more than necessary but were still assured that we would be returned to "furnace heat" the following dayYou say the cost of a BTU furnace is the same as one that is BTUIt surprises me that the BTU size of a furnace does not somehow affect the cost, but I will take your word for thatAnd yes - I did charge the full "quoted" amount of the furnace and A/C to my credit card that day, after the technician had assured me that no matter where I searched, I would have a very hard time saving over $from the price on his quoteAnd yes - I DID NOT question the price any further until days later when I received the sales flyer ( offering a huge price reduction compared to what I was charged)This mailing came to me one day "before" my new furnace was even "working properly"For these reasons, I feel I should receive a partial refund from what I had originally paid
On the issue of MSP responding to all of my calls and e-mail requests, that is completely falseThe few responses I did receive didn't even properly address my questions or requestsTo this day, I still haven't received a copy of the "actual" warranty (document) which is only 'referenced" on one line of the MSP quoteWithout a copy of the actual details of that warranty, I still have no idea what is actually covered by my "year parts and labor, can't write a check" warranty, what is not covered, and what (if anything) I must do to stay coveredMy most recent e-mails to MSP management were sent on 12/19/and 1/5/Neither of them has been responded to in any mannerObviously, the MSP lack of response to my legitimate complaints only serves to reinforce my overall disappointment with this company."
Initial Business Response /* (1000, 9, 2015/09/28) */
Met with Mr*** in person on Tuesday 9/while addressing some concerns from the city inspectorAt the end of the visit I did ask if there was anything more that we could do? Mr*** said no, and thanked us for taking care of
things
Shawn ***
HVAC Installation Manager
Initial Consumer Rebuttal /* (3000, 11, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This mess is still not finalizedWe just got a letter from the electrician stating we have to schedule another inspection due to some conflict, even though they signed off on it at the last visitSo now I have to take time off from work again to get this mess finishedI would like to be compensated for times I had to be home, when this should have been done correctly the first timeI am not counting the regular inspection, or install datesBut I had to be home more timesThe wage loss for being home is approx $
Final Consumer Response /* (3000, 15, 2015/10/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This mess is still not resolvedI have an open permit which means I need to be home for yet another inspectionI would like compensation for all of the extra time away from work to be at home for these vendors
Final Business Response /* (4000, 13, 2015/10/05) */
Contacting our electrical sub-contractor to find where issue isI was personally present when inspector signed off on both the electrical and mechanical permits
Shawn ***
Installation Manager
Initial Business Response /* (1000, 6, 2015/11/03) */
Thomas our tech was delayed in getting to the *** ResidenceOur records show that we called the ***'s on the Oct 23rd three times regarding our tech's arrival (which was eventually cancelled by the customer at 5:33pm) and we then again
contacted the customer times on October 24th to inform the customer regarding the appointment and our tech's arrival timeThomas did end up arriving and fixing their problem, it was just later than anticipated which we sincerely apologize for, unfortunately the later than expected service time was unavoidable
Being in the service industry, we do everything we can to expedite our Total Care Club members issues and services unfortunately we cannot always get to customers as scheduled, like in this caseYet we still were in contact providing updatesPreviously our technician was currently in the middle of another home emergency that we were not able to just have them stop in the middle of the project
Thomas (the tech) said he would be more than happy to talk with the home owners if needed to help solve this situation further and reexamine in greater detail regarding the COlevels in the home
If the ***'s would like to cancel their TCC membership, I can make that happen immediately for them but prior to that happening we would appreciate a second chance to earn their business back by giving them the next months of the TCC club at no chargeIf they do not want that, I can cancel it right away
Regarding the COlevels comment, I have a couple of follow up questions
1) Did you mean Carbon Monoxide (CO) or Carbon Dioxide (CO2)?
2) Would the customer explain how an air filtration system would directly affect the COlevels in the home?
3) How is the customer reading the COlevels? A Tool, a COmonitor?
4) What are the PPM levels that are being shown?
aDepending on the equipment being used, where are they taking the measurements?
bHave they had certified training on reading COlevels from HVAC equipment or in homes?
Best Regards,
Peter ***
Manager of Customer Service
Initial Consumer Rebuttal /* (3000, 8, 2015/11/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, there seems to be a disconnect as we did not receive a call back nor did we cancel the appointment on Oct 23rdI had requested a manager to call back to cancel the total care membership but not the appointmentThat is besides the point
Since we made this report the night we did not receive a call back on Oct 23rd, Thomas came out on Oct 24thThomas admitted that the motor was installed wrongThe installation was off balance that caused vibration of the furnaceHe diagnosed that the motor installed on the initial visit was fine and did not need to be replacedThe vibration was still occurring so he placed cardboard to lessen the vibrationOne of the screws is stripped and the housing continues to rattle unless the cardboard is wedged into itThomas mentioned that we needed to replace the housing, however this was damaged by the service and not by agingWe now have a furnace that is in worse condition then when the blower was initially serviced
For the air filter, we have a netatmo weather stationThe Carbon Dioxide (CO2) levels are at the lowest ppm and the previous air filtration systems was ppmThe measures are when no one is in the house and we were told the new system would be betterAlthough we are inexperienced, we rely on what the sensor tells us and noticed a significant consistent increase once the filtration was installed
I do not accept the response from the businessThey have not addressed the less then acceptable repairs, the damaged furnace or reimbursement of the service planWe would like the service plan cancelled and be reimbursed for planWe would like the company to honor the 100% satisfaction guarantee and would like to be reimbursed
Final Business Response /* (4000, 10, 2015/11/09) */
Good Afternoon,
Thank you for your response
Unfortunately there's no way to pinpoint when the damage did occur in your furnaceYour unit is over years old and according to the issues you were experiencing prior to our arrival and diagnosis it makes sense to assume that the damage had occurred prior to our technician being on siteThat being said, we have a 100% satisfaction guarantee and with the work completed at your home, we are willing to refund you $1,dollars of your bill out of the total $2,considering the motor we installed did not resolve the issue
As for the COlevel in your home, there's no reason that the air filtration system would affect your homes COlevels, it just does not work in conjunction that wayThat being said, it makes sense that your COlevels have gone up because the new motor we installed is moving the air more efficiently throughout your homeThat being said, if you're concerned about the COlevels we'd be happy to send one of our technicians out to monitor the levels with professional equipment to ensure that there is no dangerous level in your home
If you would like to resolve this today, as I mentioned earlier, I will refund you a $1,upon the receipt of a signed Customer Satisfaction Agreement that has been provided with this note
I also have cancelled your Total Care Club membership per your request effective 11/3/
Final Consumer Response /* (2000, 12, 2015/11/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the claim as the company is honoring the 100% satisfaction guarantee and that our family just wants this issue resolved and to be able to move forward past this experienceThe actions that have been taken so far are below
- Signed Customer Satisfaction Agreement has been emailed to company
- In alignment to agreement attempts have been made to remove negative social media reviews
As long as the company keeps with the commitments of the Customer Satisfaction Agreement I am satisfied with one other minor requestI would like to know the manufacture and model of the electronic air filter that they installed as I never received this information from the original install
Revdex.com:
I would like to reject the offer of Arbitration for complaint ID ***
Sincerely,
*** ***
I was able to reach out to this customer and figured out exactly what address the customer was requesting the refund fromAfter gaining the correct information, I was able to have the refund issued I advised the customer the refund should be sent and mailed and he should receive it at his home in 10-business daysThe customer also has my direct information to call me if he does not receive his refund check within that timeframeThe customer was satisfied with this outcome This complaint should be completed Best Regards, Erica ***
Final Consumer Response /* (2000, 6, 2015/11/03) */
The business has settled with me for a full refund
We have spoken with the customer and scheduled a return on June 19th to complete the workEverything has been taken care of and the customer is satisfied with the resultThanks!
I am rejecting this response because:
I have not seen a refund check of the $yet. I would like a refund of the $that was paid to Minneapolis StPaul Plumbing and heatingas I was very dissatisfied with the services that they provided. Thank you. *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
This complaint was successfully resolve by providing the customer a refund that she requestedThank you! Andy ***
We appreciate the feedback. A chimney liner isn't something that we can lightly here at MSP. For the safety of all of our customers we have to hold strict guidelines when it comes to systems operating outside of specification. We see 60+ homes a day and if we allowed just one bad...
situation to pass through unsafely, we could permit serious injury or death. With regards to the CO levels; there is no safe level in the air of the home. The combustion of the boiler is allowed a specific amount but that is limited strictly by the AGA Standards (American Gas Association) which we adhere to. We are happy to offer a free boiler tune-up for the next two years to compensate you for the time and money spent contacting another contractor. MSP is in the business of making sure our customers are safe and we will happily check your system for the next two years at no charge. I have noted your client record in our system - but will allow you to call in when it is convenient to schedule these visits.