Coeur d'Alene Sheet Metal & Heating, LTD

Hi, My name is [redacted] and I am responding to the complaint by [redacted]. First, we are sorry she felt like we were stealing from her, that is not the case at all. We are a legitimate company who prides ourselves on customer relations and professional business actions.[redacted] has...

never been a customer of Coeur d' Alene Sheet Metal & Heating. That be said, she is not a PSA customer. Meaning she does not have a "Planned Service Agreement" with us. Being a PSA customer you receive benefits and discounts for having us service your equipment each year. She called our company asking for a service technician to come out and diagnose the problem and to fix the problem she was having with her Air conditioning unit. We got her in the schedule as soon as we possibly could. She made it sound like it was a dire emergency. We did not charge her for expiditing her call or making it a priority in our schedule. [redacted] is simply being charged for the services and materials that were provided on 6/30/15. We are not overcharging her. In fact she complained about the bill to the service tech, which in turn lead the tech to calling [redacted], the owner of CDA Sheet Metal. [redacted] answered the phone, told her exactly what was being charged and why. She still was not happy that she had to pay. So [redacted] generously applied a $70.00 deduction to her bill. I have attached the invoice and actual service ticket that was completed at the time of service. At this point we have not received payment but do expect a payment in full minus the $70.00 credit she was given. Also, our business is Located in Coeur D' Alene, ID. We apply a trip charge to every customer regardless of the distance we drive to get to their location. Diagnosis for non PSA customer = $89.00  Price for [redacted] ($69.00) per [redacted]Service Labor, Charging unit, leak detection, and filter changeout = $250.00  Price for [redacted] ($200.00) per [redacted]Materials, Refrigerant/R-22 = $60Trip charge= $4.00 Total= $333.00 + taxWA tax 8.1% = $26.97Total bill with tax = 359.97  This must be paid by no later than the 10th of August. If nothing is received. Standard practice will apply and bill will be sent to collections.Thank you,[redacted] and [redacted]

Review: I had a furnace installed from Coeur D Alene Heating and Sheet Metal (CHS) in October. My contract stated there would be three rebates included with the purchase of this high efficiency furnace. I received two rebates but not the third. Following ten calls to the company over the next 6 months, Six with the main office/sales rep and four with the general manager, I still have not received the last rebate of $300. This has been the worst customer service I have ever experienced. The general manager even stated he would send me a check from the company if the rebate did not arrive. Well, two months have past and now he will not return any calls or emails. I feel I have been extremely patient with this company and do not feel I deserve this type of service after spending the amount of money I did. I would not recommend this company to anyone and I cannot believe [redacted] is allowing this company to advertise in their building. I will be addressing this matter with [redacted]. I do not understand why a company of this size cannot address such a small matter. It was amazing how fast they come to your house to pickup your payment and install your furnace then leave you high and dry when it comes time for your rebates.Desired Settlement: All I want is my $300 rebate that is stated on my contract. It is worded as such, "AMEX 1% Coupon Special $300" under the rebate section. I have a copy of the contract if necessary.

[redacted], the owner of this company, is the most arrogant hot head I have come across in business. We went through [redacted] and [redacted] was the only company close to Spokane to do our job. They came to install our air conditioner when it was not authorized, and in fact were told NOT to install it until I gave the 'ok'. They installed it anyways and when I told them we weren't ready for it yet, [redacted], the owner, came unglued and threatened to sue me and take the air conditioner back that I had paid for. He was wrong and wouldn't admit it. they never finished the job and I had to go through [redacted] again who found someone else to fix this situation. Here's an owner who is full of himself and doesn't the the rule 'the customer is always right'.

Review: CDA Sheet Metal has the worst service of anyone I've ever done business with. I have almost perfect credit. And have always paid my bills, but they tried to steal money from me & threatened me when I questioned the bill. So here's what happened:

Mon. 6/29/15: I called [redacted] at CDA Sheet Metal. I explained to her my air conditioner in my home wasn't working well. It was blowing warm air & said we had noticed the air compressor had previously froze up. She said she could get me in the next day between 12 & 2. I said I had to leave at 11:30 to take my kids to driver's ed. She said OK. She didn't mention the charge, but because we've had our AC serviced before, I figured it would be around $80 or so for the service & whatever else added if they found a problem. Their office is just in Post Falls, & that's why I called them. I was surprised they could get me in so soon, but thought it was probably because my problem sounded simple & because I was within less than 10 minutes from their office.

Tues. 6/20/15: Got a call from the technician, [redacted], around 10 am. He said he was heading my way & wanted my address. I told him I didn't expect him until noon & said I had to leave to drop my kids off 20 min. away. I said I could leave a note for him & he could let himself in. He said he couldn't find me and that his phone directions took him "somewhere in the woods". He showed up about an hour later. I talked to him for a few minutes & told him the symptoms of the AC. He said it was probably a dirty air compressor & he'd check. He said the electronic air filter might be to blame in the dirt. He said he'd check to see if he had an air filter for us to use instead. I said OK.

When I returned after 40 minutes, I asked him how it was going and if he found anything. He said no. I checked again a little later because I was getting worried he didn't know what he was doing. He seemed to be spending a lot of time not working. Finally, he said "it's working now". I asked what was the problem. He said "it was a leak". I said "it was, where?" He said, "well I couldn't detect one". He then gave me a bill for $490. He said he filled AC with 1 1/2 pounds of refrigerant. The time now was about 12:20 or so.

I was absolutely flabbergasted to see a bill for almost $500. We had paid about that for the new AC 15 years or more ago. I said "What? How can you charge that much? Why didn't you tell me how much it was going to be? What are the charges for?" The bill showed $89 diagnostics, $60 refrigerant, $50.50 for air filter, and $250 for service, charge, leak check, $4 trip charge, $26.65 tax for a TOTAL of $490.25. I said "I can understand the $89 and the $60, but is the $250 an overage fee? And I think you should remove the air filter because we don't need it for $50.50." I couldn't understand him great, as he had a Russian accent, but he said "it's just normal prices" or something like that. He said something like "that's for my time". I said "For what?" I looked on the bill. No where on it did it show how much time. No start time & no end time. I highly suspected when I was gone for 40 minutes he had done nothing because when I had returned from driver's ed & asked if he'd found anything, he said no. Really? 40 minutes & nothing? The bill also said this:

"No A/C. Unit was freezing. Unit was low on charge. Added 1.5 pounds of refrigerant. Checked coil if dirty. Looked for leak. Could not find a leak. Leak is not detectable. Recommend to replace A/C system. Changed air filters."

I then asked [redacted] if I could speak to the owner of his company. He gave me the phone # of 448-2000. I called it. I told the man on the other line who I was and what happened & how much the bill was, etc. I then asked who I was speaking with. He said "[redacted], the owner.". I told him "There's no way that the work that was done warranted almost $500." He asked to talk to [redacted]. I could hear [redacted] telling him what he did. Then I got the phone back. He said "what? Do you expect to get something for free?". He was so rude & so angry. I have never ever in my 46 years heard someone talk this way to me. He said "What do you think you're just going to call & I'm going to just give it away? What did you think when we got you in so soon?" I said, "So you're charging me an overage charge? I wasn't told you were going to charge more for getting me in so soon. I just thought you had an opening" He said, laughingly "Are you kidding me? Do you know how hot it's been & how far most companies are booked out? Do you just expect to get something for nothing? I said "No, I don't I'm willing to pay a fair and reasonable price, but this isn't reasonable." He said "Yes it is. And if you don't pay it I'll just take you to small claims court. I've done it before & it's not a problem for me at all. You choose, you can either pay it or be taken to court." At this point, I started to choke up. My husband was out of the country & I was scared & didn't know what to do. I couldn't reach him or anyone at this point. So I said "This is the sort of thing that people report to KREM TV Two on Your Side." This really made him angry. He started screaming to the top of his lungs. "Are you kidding me? I've been doing this for so many years....Who do you think you are? You're going to pay what I tell you to pay or I'm going to take you to court. You decide. I don't have a problem with it!!!!" I told "It's not fair. You didn't tell me how much you would charge. Don't you have protocol in your company of telling your customers how much they will pay before you do the work, like an automobile repair shop? He said, no, we charge what we want & our charges are reasonable!" I said "No, this isn't reasonable. I've had my AC charged with freeon before & it didn't cost more than $150. But I'm willing to pay you $200." He again yelled "I'll tell you how much you'll pay and you'll pay it. AND I'm going to report you to the EPA!!! You have a refrigerant leak & by law I'm mandated to report you!!!" I said "how do you know I have a leak? [redacted] said he couldn't detect one." To which he got even angrier and started yelling again... "I get people calling me like you all the time...wanting to get something for nothing. How dare you. Who do you think you are? You're going to pay what I tell you to pay!!! " Then I said "So you'll reduce my bill?" and he said "Maybe, I'll have to look at it!" I said "When?" He said "Later!" I said, but I'm not paying until you tell me how much. He said he'd tell me when he was good and ready. He put me on hold for a long time, over 5 minutes. So I hung up. At that point I was crying, actually sobbing & was having a hard time even breathing I was crying so hard. I didn't know what to do. I knew he was stealing from me & I knew if I didn't pay, he'd take me to court. So I called 911. What else could I do. I felt it was illegal what was happening to me. I told the operator that I was being robbed of almost $500 for nothing but an AC tech looking at my system & charging it with a little freeon. She said that's terrible & said she'd send out a deputy. I said I didn't know if that would help. She said at least the deputy could talk to them. So I agreed. I was absolutely sobbing at this point & afraid. I then returned to talk to the technician. [redacted] said he talked to [redacted] & he agreed to take $70 off the bill. I said that still didn't seem fair at all. I tried stalling him a while to get him to stay until the deputy came to talk. I asked him more about the bill. I asked him if it were him, what would he do. He said "I will tell you, that the next time you want your AC serviced, you need to call a different company." Even their tech knew that I was being robbed, but he couldn't do anything about it. I then proceeded to write a check for $200 and wrote paid in full in the comments section. [redacted] said "that's all you're going to pay?" I said "Yes, that's fair and reasonable and more than I even think I should pay." Then he walked outside & called [redacted], the owner. Then he came back inside. Then I said, after checking the air coming out of the ducts and noticing it wasn't as cold as I thought it should be "so what was the temp of the air before the refrigerant was added, and what is it now?" He said "70 & 50". I said, "How could it be 70 when it's 90 outside & the temperature in the house is 85? And how could it be 50 now? It doesn't feel that cold. Could you please check the temperature now?" He said "check it yourself!!" He then slammed the bill down and my $200. He yelled "I'm not getting paid for this!!!" He stomped down the stairs then. I asked him "so you're just going to leave and you're not going to take my check?" He didn't answer and he drove off in his van.

I was willing to pay $200 which I know is a reasonable fee, actually about $50 more than most everyone else would charge for the same thing. My brother-in-law used to work for R&R Heating & Cooling here in Spokane up until a month ago. He said they were ripping me off & trying to make me afraid by threatening me. My cousin in Salt Lake City owns a company called [redacted]. They told me the same thing.Desired Settlement: I have never ever asked for something for nothing. I have never ever had this type of experience. It traumatized me. I still feel as if I have post traumatic stress syndrome. I've been so upset & fearful. We have perfect credit. We've never even been late on a bill, even once! We give to our community in many ways too. All I want is for this company to reduce this bill to what I believe is 30% higher than average, to $200 (from $490) I still have the check I wrote out to them here at the house. In addition, I believe the owner of the company was abusive to me. I believe he threatened me illegally that I had to pay $490 now or he would take me to small claims court. I believe he threatened me and put fear in me that he'd report me to the Environment Protection Agency. There's proof in my 911 call that I felt threatened. If you'd like a copy of the bill I was presented with (which I refused to sign), I can fax it to you. The final bill after the $70 [redacted] agreed to take off is $359.65. I'm only asking for $159.65 to be take off in addition to that. And I feel that [redacted] owes me an apology. Thank you. [redacted] home phone ###-###-#### cell phone [redacted]

Business

Response:

Hi,