We installed the system that [redacted] purchased. [redacted] purchased a system that was more premium than the one that was offered in the promotion deal - and it is clear that she was aware of the promotion going on because she brought it up to the salesperson in her home at the time of purchase. The issues found after the date of installation were serviced in a timely fashion and addressed all issues. We cannot guarantee that things will work perfectly after we complete an install but we can guarantee how we react and get it handled. With regards to the delay on installation, we arrived on the day specified in the contract and provided heat to the customer. We had to return another day to finish the AC system because there wasn't enough time to finish the AC system. Given that the installation occurred on December 28th, 2015 we knew that we would be back before [redacted] needed the AC. We return on January 5th, 2016 to complete the AC installation. We still honored the $250 installation date guarantee and issued a check to her. We are happy to follow through with the following items as indicated in the purchase: 1. complete spring start-up on new system 2. complete duct cleaning Our contract states that we will do the work and does not allow for the customer to choose for it to be done by a contractor of their choice.
Initial Business Response /* (1000, 9, 2016/01/04) */
Good Afternoon,
We did install a water heater and water softener at [redacted]'s home per her request. She said that she wanted to make sure that there was a 10-year warranty included on her equipment which we were able to provide. The...
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 10 years, her equipment is covered by us.
We here at MSP have had multiple conversations with [redacted] regarding all of her concerns. Our pricing is upfront and outlines all work we perform, prior to performing any of the work. It'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 it. Being a TCC member helps homeowners maintain their homes and ensure that they remain safe at an affordable rate. By performing the annual maintenance that's suggested on Furnaces, A/C Units & Water Heaters it can increase their lifespan while ensuring it's maintained properly. Our 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 it. I'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 short. Please 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 /* (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 complaint. I paid for a water heater with a 10-year warranty and did not get it. I 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 information. The technician who installed the water heater in my home told me that the water heater "comes with" a 10-year warranty. He 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 warranty. I 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 $966 more than a 6-year warranty model. Indeed, 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 name. American does have models (with superior materials and design) for which there is a 10-year manufacturer's warranty. This is what I thought I was getting. I attached the manufacturer's specifications for Model G61-50T40 to the complaint; this is what was installed and this model has a 6-year warranty. I only found out about the manufacturer's warranty when I went to register the product with the manufacturer. After 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 offices. I 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.com. As 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 10 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 coverage. I 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 /* (4000, 16, 2016/02/01) */
Good Afternoon,
We did install a water heater and water softener at [redacted]'s home per her request. It is not a normal part of our technician's process to provide a variety of models for the customer to choose from. If 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 more. We 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 home. We 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 owner. We 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 you. I'm happy to refund you $162.00 as you used the membership visit to have your furnace inspected and tuned-up which at the time of your visit was an $88.00 charge. One 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 warranty. It's a similar situation to a car, if you don't have your oil changed for 2-3 years would you expect Ford to give you a new car? The answer is no. You 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 /* (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 bindingl0 I will also have to see if I actually receive a refund The service contract. I will contact MAP, as communication via Revdex.com has limitations.
On 7/14/16 MSP Plumbing, Heating, Air was hired to install a water heater by [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...
performed. The water heater that was originally installed did have a faulty gas valve. Instead of just replacing just the gas valve which was faulty, MSP instead replaced the entire water heater on 7/22/16. 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 installation. The water heater was triple checked to make sure there was no gas leak. Our 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 unit. I advised [redacted] that there wasn’t anything wrong with the replacement unit and that she had agreed to the work performed and price. I advised [redacted] that we guarantee our work and completely replaced the faulty unit with functioning water heater. [redacted] complained that she smelled gas. I 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 leak. I advised [redacted] that she could certainly request the gas company out to her home to have it checked. On 7/25/16 [redacted]’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 heater. He 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 heater. He also stated they only allowed the water heater to run for 4 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 longer. I 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 costs. The 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 financing. I 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 St. Paul 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 $3316.20 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]
We appreciate the information provided. We are happy to send a different technician to the home and enforce our 100% satisfaction guarantee on red-tagging a furnace. This means that if we do not find that the system is "red-tagged," the customer will receive a brand new furnace at no...
cost. Our reason for offering this is to ensure all customer know that we take the "red-tagging" or condemning of furnaces very seriously. It is not uncommon for another company in the HVAC business to miss something we see. This difference is directly tied to the ongoing and extensive training taking place here at MSP. I can be reached at ###-###-#### to schedule this return visit.
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.
Good Afternoon,
I am responding to [redacted]'s complaint insinuating that we have "False Advertising and Poor Customer Service." We disagree with the [redacted]'s. We feel that we went above and beyond in providing excellent customer service and providing them with all discounts that they were due to...
receive.
We were called out to the [redacted]'s home because they did not have heat. Not only were we able to provided them with service the same day that they requested it, we provided that service on Christmas Eve. Our technician was able to diagnose their problem and provide them with a variety of furnace options. The [redacted]'s chose the "Platinum" option which is the most expensive option we offered in replacing their system. It clearly shows in the paperwork that the final price they paid included all discounts we were running at that time (See attached Paperwork). Our initial visit was December 24th and we installed their A/C system on December 28th. The normal price for this system to be installed in a home would be roughly $18,446.00. The [redacted]'s received all discounts they were due in including receiving a free Carrier A/C which was part of the "two-fur" deal they mentioned in their Revdex.com complaint.
We did have an ordering error and subsequent delay in installing their Air Conditioner. We did send a refund of $250.00 for the delay in their A/C installation as part of an "inconvenience" guarantee. We do everything in our power to make new system transitions smooth and delay free but a mistake was made and as such paid them for our mistake. The first check issued was not received by the [redacted]'s in mid-January. After talking with Mrs. [redacted] on January 25th she told us the check had not arrived so we put a rush on the second check for them and I even offered to hand deliver it to them myself. After they declined my offer to hand deliver it, I personally dropped the check into the mail. As we had not heard anything from them since that day we assumed that they received the check, and I'm glad to hear that they did.
The last conversation I had with Mrs. [redacted] she called me and requested a greater discount above what we've already provided and I shared with her we can't provide her an additional discount as she's received the maximum off her system. She proceeded to argue with me about our pricing and at that point I suggested to her that the next best route for her to take was to contact [redacted] at the Revdex.com to discuss her opinions as we feel we've exhausted all avenues to appease the [redacted]'s.
In conclusion:
The [redacted]'s knew all costs prior to any work being done. They elected, paid and signed for their new system 4 days prior to the installation knowing they choose the top of the line "platinum" replacement option that included a 10 year parts and labor warranty (See attached Document).
We already have provided them with the $250.00 "inconvenience fee" as the A/C was not installed the same day as the original installation for which we apologized for multiple times.
We have returned their calls and emails. We sent all requested materials.
We do not see any reason to provide any monetary refund for the [redacted]'s as we have provided everything they agreed to purchase from us. The Spring Tune-Up and the Spring Duct Work cleaning was part of the "Platinum" option package price they paid for when purchasing the system. It is a part of the "platinum" option package and is not refundable.
Best Regards,
[redacted]
Manager of Customer Service
MSP, St. Paul, MN
(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 him. We would like to be in communication with [redacted], the Manager of MSP, something we have requested, but have not been granted. Some of [redacted]'s false truths are, MSP providing original service for no heat on day requested. It was requested on 12/23/15, but we were told we would have to wait until 12/24/15 am. That appointment on 12/24 had to also be changed because the tech was busy in the morning on other calls. The discussion regarding the $250 check and being hand delivered is completely fabricated. Yes, we did receive a $250 discount the day of purchase but the "inconvenience fee" check was never mailed until after several calls. We were suppose to be receiving a free AC as per our two-fur coupon. That 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 $18,466 "normal" price given by [redacted], this would indicate our AC portion(which they claim was free) would have cost $5,351 ($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 furnace. Estimates 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 false advertising claim. Once 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 $250 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 $76. They eventually applied for it but it wasn't until after several calls. It'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] is someone who cannot be trusted with the truth. Each communication gets more fabricated. T
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
We arrived at the customer’s house the afternoon of Feb 6th, 2017. 2nd company to the home that day, Sedgwick had just left and identified multiple heat exchanger cracks. Our 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 provided. Installation 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 it. Customer was out of town during the installation and walk through was unable to be completed. Wiring of old AC voids the warrant on the furnace we installed this day. Returned to home on July 6th because air conditioner was not running. The low voltage was not wired for this unit due to the hole in the coil pan that was identified. Wiring of the unit VOIDS the warranty on the brand new furnace we installed 5 months prior. Strongly advised against this but customer requested it be completed. Customer requested we pay the trip charge of $100 for the other company that came out and told her that the AC was not wired. Our company would have come out for free to inspect, and I have reached out multiple times to try to provide a $100 customer satisfaction refund to the customer but have yet to hear back. We would be happy to provide the $100 to the customer. Thanks, Jeff [redacted] Production Manager Minneapolis Saint Paul, Plumbing Heating and Air Office ###-###-####
We installed the system that [redacted] purchased. [redacted] purchased a system that was more premium than the one that was offered in the promotion deal - and it is clear that she was aware of the promotion going on because she brought it up to the salesperson in her home at the time of purchase. The issues found after the date of installation were serviced in a timely fashion and addressed all issues. We cannot guarantee that things will work perfectly after we complete an install but we can guarantee how we react and get it handled. With regards to the delay on installation, we arrived on the day specified in the contract and provided heat to the customer. We had to return another day to finish the AC system because there wasn't enough time to finish the AC system. Given that the installation occurred on December 28th, 2015 we knew that we would be back before [redacted] needed the AC. We return on January 5th, 2016 to complete the AC installation. We still honored the $250 installation date guarantee and issued a check to her. We are happy to follow through with the following items as indicated in the purchase: 1. complete spring start-up on new system 2. complete duct cleaning Our contract states that we will do the work and does not allow for the customer to choose for it to be done by a contractor of their choice.
Initial Business Response /* (1000, 9, 2016/01/04) */
Good Afternoon,
We did install a water heater and water softener at [redacted]'s home per her request. She said that she wanted to make sure that there was a 10-year warranty included on her equipment which we were able to provide. The...
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 10 years, her equipment is covered by us.
We here at MSP have had multiple conversations with [redacted] regarding all of her concerns. Our pricing is upfront and outlines all work we perform, prior to performing any of the work. It'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 it. Being a TCC member helps homeowners maintain their homes and ensure that they remain safe at an affordable rate. By performing the annual maintenance that's suggested on Furnaces, A/C Units & Water Heaters it can increase their lifespan while ensuring it's maintained properly. Our 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 it. I'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 short. Please 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 /* (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 complaint. I paid for a water heater with a 10-year warranty and did not get it. I 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 information. The technician who installed the water heater in my home told me that the water heater "comes with" a 10-year warranty. He 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 warranty. I 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 $966 more than a 6-year warranty model. Indeed, 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 name. American does have models (with superior materials and design) for which there is a 10-year manufacturer's warranty. This is what I thought I was getting. I attached the manufacturer's specifications for Model G61-50T40 to the complaint; this is what was installed and this model has a 6-year warranty. I only found out about the manufacturer's warranty when I went to register the product with the manufacturer. After 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 offices. I 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.com. As 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 10 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 coverage. I 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 /* (4000, 16, 2016/02/01) */
Good Afternoon,
We did install a water heater and water softener at [redacted]'s home per her request. It is not a normal part of our technician's process to provide a variety of models for the customer to choose from. If 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 more. We 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 home. We 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 owner. We 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 you. I'm happy to refund you $162.00 as you used the membership visit to have your furnace inspected and tuned-up which at the time of your visit was an $88.00 charge. One 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 warranty. It's a similar situation to a car, if you don't have your oil changed for 2-3 years would you expect Ford to give you a new car? The answer is no. You 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 /* (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 bindingl0 I will also have to see if I actually receive a refund The service contract. I will contact MAP, as communication via Revdex.com has limitations.
On 7/14/16 MSP Plumbing, Heating, Air was hired to install a water heater by [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...
performed. The water heater that was originally installed did have a faulty gas valve. Instead of just replacing just the gas valve which was faulty, MSP instead replaced the entire water heater on 7/22/16. 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 installation. The water heater was triple checked to make sure there was no gas leak. Our 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 unit. I advised [redacted] that there wasn’t anything wrong with the replacement unit and that she had agreed to the work performed and price. I advised [redacted] that we guarantee our work and completely replaced the faulty unit with functioning water heater. [redacted] complained that she smelled gas. I 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 leak. I advised [redacted] that she could certainly request the gas company out to her home to have it checked. On 7/25/16 [redacted]’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 heater. He 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 heater. He also stated they only allowed the water heater to run for 4 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 longer. I 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 costs. The 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 financing. I 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 St. Paul 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 $3316.20 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]
We appreciate the information provided. We are happy to send a different technician to the home and enforce our 100% satisfaction guarantee on red-tagging a furnace. This means that if we do not find that the system is "red-tagged," the customer will receive a brand new furnace at no...
cost. Our reason for offering this is to ensure all customer know that we take the "red-tagging" or condemning of furnaces very seriously. It is not uncommon for another company in the HVAC business to miss something we see. This difference is directly tied to the ongoing and extensive training taking place here at MSP. I can be reached at ###-###-#### to schedule this return visit.
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.
Good Afternoon,
I am responding to [redacted]'s complaint insinuating that we have "False Advertising and Poor Customer Service." We disagree with the [redacted]'s. We feel that we went above and beyond in providing excellent customer service and providing them with all discounts that they were due to...
receive.
We were called out to the [redacted]'s home because they did not have heat. Not only were we able to provided them with service the same day that they requested it, we provided that service on Christmas Eve. Our technician was able to diagnose their problem and provide them with a variety of furnace options. The [redacted]'s chose the "Platinum" option which is the most expensive option we offered in replacing their system. It clearly shows in the paperwork that the final price they paid included all discounts we were running at that time (See attached Paperwork). Our initial visit was December 24th and we installed their A/C system on December 28th. The normal price for this system to be installed in a home would be roughly $18,446.00. The [redacted]'s received all discounts they were due in including receiving a free Carrier A/C which was part of the "two-fur" deal they mentioned in their Revdex.com complaint.
We did have an ordering error and subsequent delay in installing their Air Conditioner. We did send a refund of $250.00 for the delay in their A/C installation as part of an "inconvenience" guarantee. We do everything in our power to make new system transitions smooth and delay free but a mistake was made and as such paid them for our mistake. The first check issued was not received by the [redacted]'s in mid-January. After talking with Mrs. [redacted] on January 25th she told us the check had not arrived so we put a rush on the second check for them and I even offered to hand deliver it to them myself. After they declined my offer to hand deliver it, I personally dropped the check into the mail. As we had not heard anything from them since that day we assumed that they received the check, and I'm glad to hear that they did.
The last conversation I had with Mrs. [redacted] she called me and requested a greater discount above what we've already provided and I shared with her we can't provide her an additional discount as she's received the maximum off her system. She proceeded to argue with me about our pricing and at that point I suggested to her that the next best route for her to take was to contact [redacted] at the Revdex.com to discuss her opinions as we feel we've exhausted all avenues to appease the [redacted]'s.
In conclusion:
The [redacted]'s knew all costs prior to any work being done. They elected, paid and signed for their new system 4 days prior to the installation knowing they choose the top of the line "platinum" replacement option that included a 10 year parts and labor warranty (See attached Document).
We already have provided them with the $250.00 "inconvenience fee" as the A/C was not installed the same day as the original installation for which we apologized for multiple times.
We have returned their calls and emails. We sent all requested materials.
We do not see any reason to provide any monetary refund for the [redacted]'s as we have provided everything they agreed to purchase from us. The Spring Tune-Up and the Spring Duct Work cleaning was part of the "Platinum" option package price they paid for when purchasing the system. It is a part of the "platinum" option package and is not refundable.
Best Regards,
[redacted]
Manager of Customer Service
MSP, St. Paul, MN
(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 him. We would like to be in communication with [redacted], the Manager of MSP, something we have requested, but have not been granted. Some of [redacted]'s false truths are, MSP providing original service for no heat on day requested. It was requested on 12/23/15, but we were told we would have to wait until 12/24/15 am. That appointment on 12/24 had to also be changed because the tech was busy in the morning on other calls. The discussion regarding the $250 check and being hand delivered is completely fabricated. Yes, we did receive a $250 discount the day of purchase but the "inconvenience fee" check was never mailed until after several calls. We were suppose to be receiving a free AC as per our two-fur coupon. That 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 $18,466 "normal" price given by [redacted], this would indicate our AC portion(which they claim was free) would have cost $5,351 ($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 furnace. Estimates 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 false advertising claim. Once 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 $250 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 $76. They eventually applied for it but it wasn't until after several calls. It'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] is someone who cannot be trusted with the truth. Each communication gets more fabricated. T
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
We arrived at the customer’s house the afternoon of Feb 6th, 2017. 2nd company to the home that day, Sedgwick had just left and identified multiple heat exchanger cracks. Our 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 provided. Installation 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 it. Customer was out of town during the installation and walk through was unable to be completed. Wiring of old AC voids the warrant on the furnace we installed this day. Returned to home on July 6th because air conditioner was not running. The low voltage was not wired for this unit due to the hole in the coil pan that was identified. Wiring of the unit VOIDS the warranty on the brand new furnace we installed 5 months prior. Strongly advised against this but customer requested it be completed. Customer requested we pay the trip charge of $100 for the other company that came out and told her that the AC was not wired. Our company would have come out for free to inspect, and I have reached out multiple times to try to provide a $100 customer satisfaction refund to the customer but have yet to hear back. We would be happy to provide the $100 to the customer. Thanks, Jeff [redacted] Production Manager Minneapolis Saint Paul, Plumbing Heating and Air Office ###-###-####