Carters Heating & Cooling

I am rejecting this response because: I do not find any of the responses from Carters Heating and Cooling as acceptableI had no intention on keeping them as a companyThe very day of the incident I contacted a new company and the service was completed within a weekIt is obvious by the tone of the messages that Carter's concerns were more about keeping their "A" rating with the Revdex.com versus resolving a complaint with a customerI request that you consider this about their rating with the Revdex.com as you close out the complaint:1.) I have been a customer of theirs for approximately seven years.2.) I referred several people to them including my parents who they have gotten business from.3) I was spoken to and treated poorly from their customer service team and when we sought out the owner to merely discuss the issue we were ignored4.) When I filed the complaint I still received no call from the owner nor an office manager and instead of a five minute phone call they drafted a letter to the Revdex.com which I am sure took more than the five minutes they could have given to me, a long time customerAlso the letter was filled with lies.5.) I find it hard to accept that a company with an "A" rating could have such a high rating when they refuse to call customers.So I do not accept this response because all their actions have been more than unacceptableHowever, I do not expect contact from them either

Complaint: [redacted] I am rejecting this response because: If this is what a company registered with the Revdex.com is allowed to operate without impunity I am appalledThey signed and agreement and then renege and it's apparently acceptableI for one will not allow this to be acceptedThey are truly business with no moral compass to treat the unaware public with such disregard and complete disrespect is an understatementI ask you to please remove them form the Revdex.com and ask that my complaint be submitted to New Jersey State Attorney General 's officeBecause I will be notifying his office of this deceit and mistreatment As I have stated earlier, I will seek damages incurred from this company they because chose NOT to honor their signed agreement to install the HVAC SystemsWhich has cost me Tenants due to having to find another HVAC company with no time before the renters were scheduled to move in Regards, [redacted]

Tell us why hereOn 08/10/we received an email from the [redacted] 's questioning the quality of the equipment that was planned to be installedAfter informing them the cost to upgrade the furnaces, he asked to put a hold on the job so Mr [redacted] could discuss it with his wife, so at this time it was removed from the schedule On 08/12/we received another email stating to go ahead with the work We were unable to respond on 08/or a few days following as we had extreme weather conditions and an overwhelming amount of service calls with customers that had no air conditioning Mrs [redacted] called demanding an answer and then asked if she should just find someone else at that point It was recommended, due to the extreme weather and being unable to get back to them in a timely manner which now made the situation uncomfortable, that they take their business elsewhere

I made the decsion to not renew Mrs [redacted] 's service agreement. I mailed Mrs. [redacted] a letter stating as such and I also returned her check. I wish her good luck with whomever she chooses to do business with in the future. Sincerely, [redacted] /> President

Complaint: ***
I am rejecting this response because:
Response:If you review the thread of emails I have attached, the business is not being truthfulI questioned if we could get high efficiency energy star rated units for the price of $14,000.00 + the cost of permits, we were payingI did not question the quality of the unitsPlease read my email thread and timeline, dates on attached. They claim they became extremely busy due to weather conditions, but if you see when Renee emailed me on August 11th, she did not mention anything to me about not being able to complete the job or having to move the date of install at all for any reason. I responded to Renee with hours of her last emailSee attached date and time stamp emails to me where she apologized for all the confusion and miscommunication of information regarding upgrading costs to different units, which is why I wanted to confer with my wifeA perfectly legitimate reason to put it on hold for less than a dayI never declined to do the workShe even emailed on the 11th, prior to me responding to her agreeing to do the work, to send more information and apologize yet again for the confusion she created by not understanding her Boss, see her email stating suchI responded later that evening on the 12th at 01:AM to make sure they had my response appropriately. After emailing and calling the office for three days after her last email, they never responded whatsoever, until my wife called repeatedly asking when we could begin the work and she was told abruptly and rudely without any reason, to find someone else. She was then treated with a complete and utter lack of respect and abuse by both the ownership and administration by being placed on hold for over fifteen minutes and repeatedly having to ask to speak with the owner Andrew to see if he would give us a reasonShe was told by Renee, he has no interest in speaking with you and he refused to get on the phoneShe then demanded to speak with him because we had a signed agreementAfter waiting all that time he never picked up the phone to speak with her, but like a coward and being completely unprofessional he hung up without saying a word. We are still looking for another HVAC and have to rush to have a new installation of units by another heating and air conditioning company to keep our renters contentIf we are not able to have the installation done prior to the renters coming in and have to incur damages and costs above the agreed cost of installation $14,+ permits, I will seek to recoup them in courtAndrew signed the agreement and never once stated to us he was not able to keep his obligation or show the humility to speak with usHe should not be part of the Revdex.com. This business, the owner and his staff are most certainly not reputable and I will be sure to advise everyone in the court of public opinion to stay far away Warm regards, *** ***
Regards,
*** ***

Complaint:
***
I am rejecting this response because:1.) They contradict themselves in this letterIn the first point, they said if they had cancelled my appointment on their end they would have immediately rescheduledIf that was in fact the truth why was it not done on the second occasion 6/17? They can look at their records right now and see I have an appointment scheduled for 7/because *** indicated that "was the best they can do"2.) I contacted the office the third week of May to reschedule the 6/appointment because I knew I had to be somewhere at 10:THEY offered the appointment of 8-10amI did not ask for itWhy would I reject THEIR offer?3.) *** was not the associate on confirmed the night before with meIT was a different person.4.) On 6/I waited for them to arrive during the hours of 8-When they were a no-show I called them*** DID not say "she would do her best to get their that day"I was back in my home by 12pmAs a matter of fact, I asked why if I was pushed back they could not come after noon.5.) I agree with the point they have many clients in my areaWhen I have been told "I am so far away" - as *** said that dayI responded by saying I was tired of hearing that since I see their trucks everywhere.6.) I only contacted the Revdex.com because the owner of the company did not return my husband's callHe left it on his cell numberMy husband did not ask to speak to Mr*** right away, he said anytime would be fine.Today is 6/Where is the call now? The point of the call to him was to talk about the lack of service from the officeI assure you the technicians are fantastic and the reason the a+ rating staysHis own technicians have agreed the office staff is terrible with customersWhy do you think we have his cell number in the first place? He gave it to us because this is not a first time occurrence.Again, where is my call? This entire response to you is untrueI find it entirely shameful people could lie so easily

In response to Mrs*** rejection- Since Mrs*** is not satisfied with our service, Carters will void out the remainder of the contract and refund the money for the remaining months left on itCarters will send Mrs*** a check in the amount of $for the balance and wishes Mrs*** the best of luck with whichever company she chooses in the future

This will be my final response Unfortunately, we're not the right company to do work for the ***'s We wish them luck with whoever they do business with in the future. Thank you

Please see attached a detailed letter from Carters Heating & Cooling in response to Mrs*** complaint [ID# ***] filed on June 22, 2015.If anything further is needed, please contact the office via email at [email protected] or phone at ***

This will be my final response Unfortunately, we're not the right company to do work for the ***'s We wish them luck with whoever they do business with in the future
Thank you

Complaint: [redacted]
I am...

rejecting this response because:1.) They contradict themselves in this letter. In the first point, they said if they had cancelled my appointment on their end they would have immediately rescheduled. If that was in fact the truth why was it not done on the second occasion 6/17? They can look at their records right now and see I have an appointment scheduled for 7/14 because [redacted] indicated that "was the best they can do"2.) I contacted the office the third week of May to reschedule the 6/17 appointment because I knew I had to be somewhere at 10:30. THEY offered the appointment of 8-10am. I did not ask for it. Why would I reject THEIR offer?3.) [redacted] was not the associate on confirmed the night before with me. IT was a different person.4.) On 6/17 I waited for them to arrive during the hours of 8-10. When they were a no-show I called them. [redacted] DID not say "she would do her best to get their that day". I was back in my home by 12pm. As a matter of fact, I asked why if I was pushed back they could not come after noon.5.) I agree with the point they have many clients in my area. When I have been told "I am so far away" - as [redacted] said that day. I responded by saying I was tired of hearing that since I see their trucks everywhere.6.) I only contacted the Revdex.com because the owner of the company did not return my husband's call. He left it on his cell number. My husband did not ask to speak to Mr. [redacted] right away, he said anytime would be fine.Today is 6/26. Where is the call now? The point of the call to him was to talk about the lack of service from the office. I assure you the technicians are fantastic and the reason the a+ rating stays. His own technicians have agreed the office staff is terrible with customers. Why do you think we have his cell number in the first place? He gave it to us because this is not a first time occurrence.Again, where is my call? This entire response to you is untrue. I find it entirely shameful people could lie so easily.

I am rejecting this response because:
I do not find any of the responses from Carters Heating and Cooling as acceptable. I had no intention on keeping them as a company. The very day of the incident I contacted a new company and the service was completed within a week. It is obvious by the tone of the messages that Carter's concerns were more about keeping their "A" rating with the Revdex.com versus resolving a complaint with a customer. I request that you consider this about their rating with the Revdex.com as you close out the complaint:1.) I have been a customer of theirs for approximately seven years.2.) I referred several people to them including my parents who they have gotten business from.3) I was spoken to and treated poorly from their customer service team and when we sought out the owner to merely discuss the issue we were ignored. 4.) When I filed the complaint I still received no call from the owner nor an office manager and instead of a five minute phone call they drafted a letter to the Revdex.com which I am sure took more than the five minutes they could have given to me, a long time customer. Also the letter was filled with lies.5.) I find it hard to accept that a company with an "A" rating could have such a high rating when they refuse to call customers.So I do not accept this response because all their actions have been more than unacceptable. However, I do not expect contact from them either.

Tell us why here...
On 08/10/2016 we received an email from the [redacted]'s questioning the quality of the equipment that was planned to be installed. After informing them the cost to upgrade the furnaces, he asked to put a hold on the job so Mr....

[redacted] could discuss it with his wife, so at this time it was removed from the schedule.  On 08/12/2016 we received another email stating to go ahead with the work.  We were unable to respond on 08/12 or a few days following as we had extreme weather conditions and an overwhelming amount of service calls with customers that had no air conditioning.  Mrs. [redacted] called demanding an answer and then asked if she should just find someone else at that point.  It was recommended, due to the extreme weather and being unable to get back to them in a timely manner which now made the situation uncomfortable, that they take their business elsewhere.

Tell us why here...On 08/10/2016 we received an email from the [redacted]'s questioning the quality of the equipment that was planned to be installed. After informing them the cost to upgrade the furnaces, he asked to put a hold on the job so Mr. [redacted] could discuss it with his wife, so at...

this time it was removed from the schedule.  On 08/12/2016 we received another email stating to go ahead with the work.  We were unable to respond on 08/12 or a few days following as we had extreme weather conditions and an overwhelming amount of service calls with customers that had no air conditioning.  Mrs. [redacted] called demanding an answer and then asked if she should just find someone else at that point.  It was recommended, due to the extreme weather and being unable to get back to them in a timely manner which now made the situation uncomfortable, that they take their business elsewhere.

Complaint: [redacted]
I am rejecting this response because:  Mr. [redacted] has failed to provide a reason as to why we were issued a contract for this year and have messages on our answering machine confirming a service appointment on 9/30/14 between 8 am and 1 pm.  We would like to know a specific explanation as to why we were terminated because our bills were constantly paid on time since 1997 and never had any issues with the company before this.  If the Revdex.com wants, we have a copy of the signed 2014-15 contract and messages saved on our answering machine.
Regards,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Response:
If you review the thread of emails I have attached, the business is not being truthful. I questioned if we could get high efficiency energy star rated units for the price of $14,000.00 + the cost of permits, we were paying. I did not question the quality of the units. Please read my email thread and timeline, dates on attached. They claim they became extremely busy due to weather conditions, but if you see when Renee emailed me on August 11th, she did not mention anything to me about not being able to complete the job or having to move the date of install at all for any reason. I responded to Renee with 15 hours of her last email. See attached date and time stamp emails to me where she apologized for all the confusion and miscommunication of information regarding upgrading costs to different units, which is why I wanted to confer with my wife. A perfectly legitimate reason to put it on hold for less than a day. I never declined to do the work. She even emailed on the 11th, prior to me responding to her agreeing to do the work, to send more information and apologize yet again for the confusion she created by not understanding her Boss, see her email stating such. I responded later that evening on the 12th at 01:08 AM to make sure they had my response appropriately. After emailing and calling the office for three days after her last email, they never responded whatsoever, until my wife called repeatedly asking when we could begin the work and she was told abruptly and rudely without any reason, to find someone else.  She was then treated with a complete and utter lack of respect and abuse by both the ownership and administration by being placed on hold for over fifteen minutes and repeatedly having to ask to speak with the owner Andrew to see if he would give us a reason. She was told by Renee, he has no interest in speaking with you and he refused to get on the phone. She then demanded to speak with him because we had a signed agreement. After waiting all that time he never picked up the phone to speak with her, but like a coward and being completely unprofessional he hung up without saying a word. We are still looking for another HVAC and have to rush to have a new installation of units by another heating and air conditioning company to keep our renters content. If we are not able to have the installation done prior to the renters coming in and have to incur damages and costs above the agreed cost of installation $14,000 + permits, I will seek to recoup them in court. Andrew signed the agreement and never once stated to us he was not able to keep his obligation or show the humility to speak with us. He should not be part of the Revdex.com. This business, the owner and his staff are most certainly not reputable and I will be sure to advise everyone in the court of public opinion to stay far away.   
 
Warm regards,
 
[redacted]
[redacted]
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: If this is what a company registered with the Revdex.com is allowed to operate without impunity I am appalled. They signed and agreement and then renege and it's apparently acceptable. I for one will not allow this to be accepted. They are truly business with no moral compass to treat the unaware public with such disregard and complete disrespect is an understatement. I ask you to please remove them form the Revdex.com and ask that my complaint be submitted to New Jersey State Attorney General 's office. Because I will be notifying his office of this deceit and mistreatment.   
As I have stated earlier, I will seek damages incurred from this company they because chose NOT to honor their signed agreement to install the HVAC Systems. Which has cost me Tenants due to having to find another HVAC company with no time before the renters were scheduled to move in.
Regards,
[redacted]

I made the decsion to not renew Mrs [redacted]'s service agreement.  I mailed Mrs. [redacted] a letter stating as such and I also returned her check.  I wish her good luck with whomever she chooses to do business with in the future.
Sincerely,
[redacted]
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President

Review: I had a service appointment scheduled for the first week of May. They had an emergency and had to reschedule which I did for Thursday 6/18 from 8am-1pm. I realized within a couple of weeks that I had an obligation at my child's school and called to reschedule. The person I spoke to offered to come between 8-10am which I did not ask for. The day before the appointment I got a call confirming 8-1 which I then explained had been told 8-10. I was put on hold and when they returned 8-10 was confirmed. They were a no-show. When I called at 10:30 I was told there was an emergency and they could not come. I asked if they were planning on calling me and was not given an apology. I was told it was out of their control. I would have accepted that if they would have made an effort to return later than day or even within a week. The person then told me she did not know when they could come back because I "live so far away." (as a side note I have been told that NUMEROUS times from them). She told me she would call me back with a new date soon. I got a call at 5:30pm and was told July 14th. When I protested the time I was basically told that if I did not like it I could call a new company. I was shocked. More shocking is my husband called the owner and has yet to hear back. I have referred my parents (both sets) to them and numerous others. The office customer service has always been horrible but their techs have always been good. They have wasted a couple months of my time, given me no explanations or apologies for their rude behavior. We have done business with them for several years and I am shocked by how rude their office is. The person I spoke to that day was [redacted].Desired Settlement: I expect to hear back at [redacted]

Business

Response:

Please see attached a detailed letter from Carters Heating & Cooling in response to Mrs. [redacted] complaint [ID# [redacted]] filed on June 22, 2015.If anything further is needed, please contact the office via email at [email protected] or phone at [redacted].

Consumer

Response:

Review: [redacted]

I am rejecting this response because:1.) They contradict themselves in this letter. In the first point, they said if they had cancelled my appointment on their end they would have immediately rescheduled. If that was in fact the truth why was it not done on the second occasion 6/17? They can look at their records right now and see I have an appointment scheduled for 7/14 because [redacted] indicated that "was the best they can do"2.) I contacted the office the third week of May to reschedule the 6/17 appointment because I knew I had to be somewhere at 10:30. THEY offered the appointment of 8-10am. I did not ask for it. Why would I reject THEIR offer?3.) [redacted] was not the associate on confirmed the night before with me. IT was a different person.4.) On 6/17 I waited for them to arrive during the hours of 8-10. When they were a no-show I called them. [redacted] DID not say "she would do her best to get their that day". I was back in my home by 12pm. As a matter of fact, I asked why if I was pushed back they could not come after noon.5.) I agree with the point they have many clients in my area. When I have been told "I am so far away" - as [redacted] said that day. I responded by saying I was tired of hearing that since I see their trucks everywhere.6.) I only contacted the Revdex.com because the owner of the company did not return my husband's call. He left it on his cell number. My husband did not ask to speak to Mr. [redacted] right away, he said anytime would be fine.Today is 6/26. Where is the call now? The point of the call to him was to talk about the lack of service from the office. I assure you the technicians are fantastic and the reason the a+ rating stays. His own technicians have agreed the office staff is terrible with customers. Why do you think we have his cell number in the first place? He gave it to us because this is not a first time occurrence.Again, where is my call? This entire response to you is untrue. I find it entirely shameful people could lie so easily.

Business

Response:

In response to Mrs. [redacted] rejection- Since Mrs. [redacted] is not satisfied with our service, Carters will void out the remainder of the contract and refund the money for the remaining 5 months left on it. Carters will send Mrs. [redacted] a check in the amount of $116.65 for the balance and wishes Mrs. [redacted] the best of luck with whichever company she chooses in the future.

Consumer

Response:

I am rejecting this response because:

I do not find any of the responses from Carters Heating and Cooling as acceptable. I had no intention on keeping them as a company. The very day of the incident I contacted a new company and the service was completed within a week. It is obvious by the tone of the messages that Carter's concerns were more about keeping their "A" rating with the Revdex.com versus resolving a complaint with a customer. I request that you consider this about their rating with the Revdex.com as you close out the complaint:1.) I have been a customer of theirs for approximately seven years.2.) I referred several people to them including my parents who they have gotten business from.3) I was spoken to and treated poorly from their customer service team and when we sought out the owner to merely discuss the issue we were ignored. 4.) When I filed the complaint I still received no call from the owner nor an office manager and instead of a five minute phone call they drafted a letter to the Revdex.com which I am sure took more than the five minutes they could have given to me, a long time customer. Also the letter was filled with lies.5.) I find it hard to accept that a company with an "A" rating could have such a high rating when they refuse to call customers.So I do not accept this response because all their actions have been more than unacceptable. However, I do not expect contact from them either.

Review: I received a contract renewal from Carters Heating and Cooling for the period starting 4/22/14 and ending 4/22/15. We signed the contract and enclosed a check for $580 on 4/1/14. The business scheduled an appointment for air conditioning service on 4/15/14 between 8 am-1 pm and heating service on 9/30 between 8 am- 1 pm. I called the company to make sure they received the contract and check I sent and there was no return call. I then issued another check with a copy of the contract on 4/25/14 and a note stating to call back if the original invoice was received. In the interim, we received a letter dated 4/24/14 that our contract will not be renewed. We have tried to contact Carters multiple times without any success. We stopped payment on both checks.Desired Settlement: We would like a full explanation from the president of the company, [redacted], as to why we were sent a contract renewal and then terminated without just cause. They replaced a humidifier last year in addition to maintaing all of the HVAC equipment in our house since 1997.

Business

Response:

I made the decsion to not renew Mrs [redacted]'s service agreement. I mailed Mrs. [redacted] a letter stating as such and I also returned her check. I wish her good luck with whomever she chooses to do business with in the future.

Sincerely,

President

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Mr. [redacted] has failed to provide a reason as to why we were issued a contract for this year and have messages on our answering machine confirming a service appointment on 9/30/14 between 8 am and 1 pm. We would like to know a specific explanation as to why we were terminated because our bills were constantly paid on time since 1997 and never had any issues with the company before this. If the Revdex.com wants, we have a copy of the signed 2014-15 contract and messages saved on our answering machine.

Regards,