Craftsman Floors (AB) Ltd.

We apologize for the delayWe went out to the customers home and he decided to purchase a chimney cap from usThere were occasions where we were unable to install this cap for himWe took a half down deposit in order to purchase the cap for himSince we were unable to keep our appointments with him he has no requested a refundWe still have his cap here for his installationWe would appreciate it if the customer let us complete this job for him

Ms [redacted] was scheduled for an appt on January 3rd in our AM block of 9-1pmWe were unable to make it out to her that day in the window appt scheduled due to a very high volume of customers with No heat emergenciesThe weather has been very cold and no heat emergencies take precedent over all scheduled maintenance callsThe technicians did arrive at her home later in the day when the customer was not homeThey did leave a sticker on her doorMs [redacted] called the office the next morning January 4th to make an appt for her Furnace Maintenance to be completedShe spoke with the Office Manager that stated we would try to get her on the dispatch for that day (the 4th) since we missed her appointment the day beforeThe Technician called a half an hour before they were due to arrive at Ms***'s home on the 4th for serviceShe was at work, but the technician waited for her to come homeHe arrived at 12:15pm for serviceWhen Ms [redacted] made the appointment with Sparks Monroe for her Furnace service she had stated that she had a $off couponWhen we finished service and went to cash her out she stated she did not have the coupon printed The coupon is on our website at www.SparksMonroe.com (a copy of the coupon is attached) On the coupon it states : "Gas Furnace Maintenance $OFF, Regular price $Must print out and mention when callingCan only use coupon per service- Sparks Monroe"Ms [redacted] was upset when the technician cashed her out for full price of $99.95+tax= $107.95, this total she paid by credit cardShe then signed the invoice authorizing the work that was completed and the fees (This invoice is attached)The Office Manager called Ms [redacted] in regards to this issue and her wanting us to honor the couponI informed her that on the coupon it states it must be printed outwhich she had not, therefore the technician had to charge her full cost for the service that was doneShe was upset, but stated she did see it needed to be printed, but was adamant that we honor this even though the coupon was not printedI told her that we could notShe became irate and started to make threats of leaving us bad reviews about our service and customer service I informed her that it's just like going to [redacted] and stating you had a coupon but forgot to print it or bring it, they would not honor it just as we would notAll Documents are attached for your review

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.If we review the goupon file attached, nothing related to furnace type is described in the filesSo it is reasonable to assume it works for all furnace type and thus I should not have paid extra.The bussiness is giving the claim that they did not know it is an oil furnaceWhen I made the appointment on the phone, they actually did not ask me about the furnace type at the beginning, it was me who told them it was an oil furnace in that appointment phone call They can review the recording of their service record and realized that they already knew it before coming inReviewing the recording should make things clearI also fully welcome the upload of that recording for the review of Revdex.com.The bussiness is also making the claim that I was happy with the service As stated in the complaint, the furnace were already apart when they told me they charge $extra and I had no choice but to give the money since this is the 1st time owning any type of furnaceThe service report uploaded by the bussiness does not reflect anything they is claiming either away from the fact that they did charge me $more than they should haveMoreover, as mentioned in the complain, before me giving out the money, they kept assuring me that there is a statement in the groupon somewhere specifying the furnace typeBut it was not thereThis is not a loophole like the bussiness is wrongfully accusingThe bussiness give claims in the groupon and charge extra after things are apart while I am only asking for what the original contract, the groupon, states Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Regards, [redacted] The issue is we purchased a [redacted] in November A travel fee was never mentioned prior to this My complaint is we had at least different rescheduled appointments since November and each time this vendor was a no showIt is now August and when we called to schedule an appointment he brought up the travel fee which was news to us I called this gentlemen to reschedule and he told me that there would be no service fee as he had no intentions of doing the job At this point I responded that I was reporting him to the Revdex.com and he hung up on me I called two more times and each time he hung up on me At this point he called my place of business to speak to an owner to tell him an emoyee was making personal calls on a business phone As I write this it seems like a childish conversation In the end all we wanted was our chimney cleaned and for the vendor to honor the [redacted] [redacted] had refunded our money (59.00)I know you only answer to complaints filed with the Revdex.com but this vendor does not honor his commitments and I would like to have this on record It takes time and gumption to follow thru a process to bring attention to a shoddy unscrupulous contractor There in lies my point I just want this on record This is not the first time this vendor has done this My word to him Stop [redacted] people

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below 12.22.17: Sparks failed to show or call twice for another service (cleaning) before finally making it to the third appointment At the time of original scheduling, I had also requested that they install a chimney cap, but the technician said he was not told about it when he arrived for the cleaningTherefore he completed the cleaning and gave me a quote for the cap, and I called and scheduled this chimney cap installation that resulted in this complaintThey required a 50% deposit and scheduled the installationThey were told that I had already had different birds/animals come in and needed service ASAPThey then failed to show or call different times again, as stated in the complaint, and I called them and was told they could not even come out the next weekI requested a refund, but was told by the clerk that she could not authorize it, and the owner was out of the countryI demanded a refund and she hung up, never calling back in all the weeks since that day in OctoberI was able to get the service performed same day by another company, so no longer need the service that they failed to provide nor even attempted to offer alternative datesReviews of other complaints show a pattern of no-shows for customer appointmentsMy demand for a refund standsAs a side note, I was required to be home for these different missed visits, and as a self employed contractor myself, lost $in billingsThere is no alternative but a full refund of the deposit, unless they would like to compensate me for my losses! Regards, [redacted]

To Whom this may concern,
02/20/Ms*** Called and scheduled a Chimney sweep appointment with Sparks Monroe using a Groupon voucherHer first scheduled appointment was for January 5th during our morning window of 9am-1pmWe informed the customer when they have an appointment we give a half hour heads up call when we are on our wayWe attempted to call the customer multiple times but we were unable to get a hold of herWe dispatched the truck out there anyway arriving at 11:29am and departing at 11:42amPlease see attached GPS reportAt this point technically according to the terms and conditions of Groupon her voucher is subject to forfeit, upon arrival we found no one homeI spoke with Ms*** and scheduled her for Friday January 20thWhen that day came we called and had to reschedule her call due to the high volume of NO heat emergencies that we hadShe stated that this was fine, she understood. She was again rescheduled for January 24thOn this day I spoke with Ms ***The weather was very inclement that day and we were unable to get chimney sweeps completed due to the inclement weatherShe was very upset, I apologized for the inconvinence but with the weather the way it was it was unsafe to send my technicians out to complete her serviceShe asked if it was a joke and if I was seriousI informed her that unfortunately it was not a joke and that safety is always serious, we were sorry and wanted to complete her service however were unable to do so due to the weatherMs ***, became irate and began asking for a refund since we were unable to complete serviceI informed her that since she purchased her Voucher through Groupon , she is a customer of Groupon, not yet a customer of Sparks Monroe, and that she would need to contact them in order to get a refund for her chimney sweep voucher if she so choosesWe are an authorized vendor of GrouponI explained to her that we do not get paid from Groupon until the service is completed by our companyWe tried to be accommodating to Ms *** due to the fact that we had to reschedule her a few times, asking her what date worked best for herThe initial appointment we did keep, we arrived at her home at 11:29am am and departing at 11:42amPlease see attached GPS reportAt this point technically according to the terms and conditions of Groupon her voucher is subject to forfeitOur staff waited for 12minutes and 42seconds while we continued to try and contact herTechnically at this point her voucher is supposed to be redeemed and subject to forfeit without a service provided because we did arrive there for service that dayPlease see attached GPS report for 1/5/17.Chimney sweeps are sometimes difficult to complete in the winter time due to weather, snow, and iceAs a company we try to complete all work that is scheduled when it is scheduledSometimes living in New York State Mother Nature decides if and when we can safely sweep chimneysI did inform Ms*** that in the future if possible she should have such a service completed in the spring and the summer when the weather is best. During the conversation with the customer and myself, the office manager, I told her it was best if she called Groupon and requested a refund for this service as it seemed we were able to come to an understanding about this issueShe was very upset and was unable to work with Sparks at this time, the weather got the best of us and this is something that we are unable to controlIf she has any issues with receiving a refund from Groupon I explained that I would be more than happy to speak with them to help herUnfortunately we cannot refund this customer as she did not directly pay us for this service, she had paid GrouponWe complied with all contractual obligations as a vendor for GrouponMs*** did not meet all her responsibilities as a Groupon CustomerThere are terms and conditions that must be met in order to take advantages of this great Groupon pricingIn spite of Ms. *** failing to meet these terms and conditions we extended her several courtesiesWe additionally at this point see that a business relationship with Ms*** would be untenableWe also feel that she has made a Revdex.com complaint against the wrong company as she is a customer or Groupon not of SparksWe ask this complaint to be removed from our profile as we never had a company/ customer relationship with herIt appears her complaint should be with Groupon. Sincerely, Andrea V*** Office Manager Sparks Monroe Heating

Sparks Monroe completed an Air-conditioning maintenance to *** *** on 7/10/(This invoice is attached)Sparks had completed the maintenance and added Refrigerant to the unit as authorized by the customerWe had also left a recommendation to further look into the issue with leak dye
testing, customer declinedThe customer then called on 7/19/with an issue with the AC, but being it a weekend they did not want to pay the weekend service call fee(129.95) and insisted to do it on the first business day with our standard fee for business hours (89.95) On 7/20/with a service call because their AC was not workingOur technicians discovered that the Air Conditioning was not cooling properly, we also determined that it was low on refrigerantWe recommended to the customer to approve a leak dye test using ultra violet dye to see if there was a leakThe Customer was made aware of this at this time as well as the first time we were out on 7/10/The technician informed the customer before going out to the home that there was a service charge of 89.95+tax, customer agreed to pay upon arrivalWe dispatched the truck to *** ***w, Sparks arrived at 3:25pmUpon arrival we determined that there was things faulty, 1- the thermostat was not working 2- the system was low on refrigerantAt this point the customer informed us that the thermostat was brand new and he had just replaced itSince that point he had not turned on the Ac unitThe thermostat was an old mercury thermostat, these have been outlawed since The customer was speaking with the technicians and found out they were both previously from the Philippines, which is when the customer insisted that we do all the service work for FreeWe stated that this was not possible, the customer became very hostile and began to yellHe raised his voice and then asked the technicians to leave immediatelyOur technicians left the homeHis AC unit was put back together, thermostat tooThe only thing that Sparks Monroe did not do was put the door back on the furnace because the customer asked us to leave the homeWe are still due a service call fee (copy of invoice attached)We are willing to waive this but ask that the customer call someone else for future serviceWe feel he is trying to scam us to get something for free and we refuse to work in a hostile environment

We offered Ms*** a refund for the part, which we have both previously statedDuring one of our conversations as well we had offered to come back and change the part outShe then informed us that she already had someone else come out and do soIf she had given us the chance to remedy this for her then there would have been no additional charge to her from Sparks Monroe, or for another company coming out to replace the pilot burnerWe still are offering the customer a refund for the charge of $+ tax for the part that was bad

Mr*** called Sparks Monroe in the early Am of 1/21/requesting a service call at his home at ** *** *** *** ***A service call was explained to Mr*** as there is a fee associated with this, it is $89.95+tax= $He authorized this fee and gave a credit card over the phone
to pay this, policy for service calls is that we take payment over the phone prior to dispatching a truck outHe agreed and paidWe informed the customer that we would fit him into our schedule today and give him a half hour heads up call when we are on our wayMr*** called the Sparks office at 11:30am to cancel his service call, our technicians had him as thire next customer and call for the day. The office Manager spoke with Mr*** and explained to him that the service calls are NON- RefundableSince he needed his annual maintenance done, we offered to put that cost towards a furnace maintenance serviceHis Furnace was installed by Sparks on 2/21/and to date he has had no maintenance preformedYearly maintenance is required to be done annually by Sparks Monroe in order to keep up the warrantyHe stated that he has already previously had it done by another companyHe did not mention at any point that he had another company come out to fix any issueIf Mr*** would have had Sparks Monroe come out, he would have been in warranty and would not have paid someone else fix his issue

Response taken by phone:We completed the job on the date that she stated We were delayed in responding the second time because of the weather When we did respond to check the leak, our techs found that the crown and animal cap that we installed had no issues Ours techs were
willing to do further inspection of the roof At that point her language became abusive and the techs told her they were leaving We will not have any further contact with this consumer as she requested

Ms*** called Sparks Monroe regarding an issue with her FurnaceWhen she called she was very hostile towards usWe claimed we did not install her furnace as we did not have a copy of her fileShe claimed we installed her furnace but since she had a copy of it she would retrieve her
copy and call us back. We called her back days later and said that she couldn't not locate her copy either, but insisted that we installed the furnace Christmas Eve 12/in We spent a few hours looking into this thru our call logs and purchase orders with our suppliersWe had no record of this in December We then searched the last years worth of call logs and purchase orders including our wholesalers and did discover that we did install her Furnace but it was in November of 2013. With this furnace we did purchase a filter rack at the same time as the furnace, which indicates that a filter was installedWe tell all of our customers that there is a filter rack and what size would fitIt is recommended to change your furnace filter at least 2x per year, but that would be at there cost after it is initially installedWe also let all our customers know that, as stated on the contract, owners manual, and any online literature that in order to maintain the warranty of your furnace you are required to have annual maintenance preformed on the unit by Sparks.(contract attached) We went out to *** *** ** on 10/16/to preform a maintenance, we preformed a maintenance on her furnace Model# *** Serial#***Our technicians arrived at *** *** ** on 10/16/at 2:23pm and departed at 3:15pm (attached is our truck tracking call log for that day) he spent minutes there that dayNo washable filter comes with a new Furnace, they stopped selling them in 1990-1995, her unit was installed Furthermore we have no provided filters for anyone, we recommend our customers go to a Home Store and purchase their own as there is a variety ranging from $2.00-$(Attached is a copy of a google search at Lowes)There is no trickery involved, she called with an issue, scheduled a maintenance, excepted the cost, and authorized the maintenance to be preformedThen when it was all complete she refused to pay and started to demand free itemsThe consumer we believe stole our servicesWhen we work we deserve to be paid for the workWe have notified the manufacturers that maintenance has not been done according to the schedule , and according to the terms of her contract her warranty is no longer validShould she request service in the future she must pay for the services past rendered and would need to pay in full for any needed serviceAttached you will find many copies as stated above

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
Dear Revdex.com,Instead of the business addressing the fact that I was lied to by their technician, they are hiding behind their contractI feel violated as a home ownerI am a single mom, doing everything I can to keep my home safe and this company is supporting the use of scare tactics and lies by their technicians The delay initially was not due to waiting on the insurance company, I was waiting on a company called Neighbors Work (NW) I was actually trying to get a loan to pay for both issues that Sparks said needed to be addressed immediately, which combined was over 3kNW has several steps to their application process that takes several weeksIt was during that time I had the person who maintain my furnace for years ( which thankfully I did not sign a contract with Sparks)He is the one I would have hired to do the furnace work if it had actually been needed He stated that the work the Sparks technician said was DIRE, that I had to have done immediately and quoted over 2k for, was not needed All that was needed was the vent capHe then checked the chimney at my request and found minor repairs that were needed, but not the major repairs that the Spark technician said was neededHe suggested I get another opinion on the chimney since he admitted this was not his specialty I then had ANOTHER company come out to get yet another opinion and he checked both the furnace and chimney as well His opinion mirrored the second opinion, not Sparks' At this point they can keep the deposit and I will chalk it up to a lesson learned, but I should not have to pay them a penny moreThey are supporting unscrupulous practices and to say I am disappointed in the service would be a serious understatement.*** ***

*** *** purchased a *** for a chimney sweep to be completed by Sparks MonroeWhen he recently (8/13/15) called to make an appointment we informed him that there would be a trip charge of $in order to go and complete this for themThe customer declined to pay, then his wife
preceded to callWe stated that in the Fine Print of the *** they purchased that it states "valid in only select zip codes", then our list is attached of zip codes that we DO service on the ***We declined to travel out there without the travel fee. Later that day *** *** stated that she had already gotten a refund from ***We are sorry for any confusion but we write all the details on the *** so that it does not confuse the customers that want to purchase our dealsAttached is the actual deal that is on *** that the *** had purchased, all details are clear

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowRevdex.com spoke to consumer and the following was relayed:The company did offer to refund the $or return and replace the part for another service chargeThe part they say was from their supplier was corroded and was not newI had to pay a second company the full amount because of what this business failed to do
Regards,
*** ***

Sparks Monroe installed an 80% *** *** *** for *** *** *** ** ** *** *** *** ** *** on March 2nd This was done as an emergency service call because thecustomers Furnace had died(Attached is copy of all invoices and contracts)As per the contract
the furnace was installed to existing ductwork, gas, electric, venting, and thermostatIt was discussed with Mr.*** at the time of the install that the chimney was not up to code and would need addressing. Customer declined at that time and just wanted to furnace installedOn August 2nd The customer called Sparks Monroe and spoke with the office manager regarding his venting issue, this was after *** had come out been to his houseSparks Monroe had left a quote for a chimney liner for him when the furnace was installedSparks Monroe agreed to come out and take a look at his furnace and venting for him so that we could address his concern with the ventingAn Appointment was scheduled for August 16th from 12-5pm (window block of time with a half hour heads up call to the customer letting him know we were on our way)Sparks Office Manager called Mr.*** on August 16th @ 845am to inform him we were swamped with service calls and would not be able to make it out in the afternoon, a voicemail was left at that time, and asked he give us a call back to reschedule the apptMr*** called at 1245pm and was not happy that we were not there yetHe stated he made an appt at 12pm and no one had called or showed to his home on ** *** **I explained that we never make exact time appts only do our scheduling in block appts from 8-12pm or 12-5pm with a call when we are on our way. At that time I let the customer know that we had left him a message that Am at 845am letting him know we wouldn't be able to make it out todayHe then insisted that we come out today and today only because he was leaving for New Jersey that day, and if we did not show up that day then he would be in contact with his lawyerThe customer was very abusive and began using extremely profane language. The office Manager offered the next available appointment for service but the customer refused and hung up the phoneThe next day August 17th Sparks Office Manager called Mr*** and was able to schedule him an appointment for August 26th from 12-5pm, this is when he stated he would be back from NJWhen our technicians arrived on 8/26/at 4:22pm Mr*** would not let our technicians inside his home to inspectOur Techs briefly talked to the customer about his furnace install and contract and again offered options for this to resolve this issue with him chimney, just as we had done back in March Each option and suggestion that was offered was immediately declined and refusedAt this point the Customer, Mr.*** *** asked us to leave his property and refused to sign the invoice from this service appointment. Attached you will find all invoices and contracts from when we were out for service at ** *** ** *** ** ***

Sparks went out for service on 8/6/to ** *** *** *** *** *** was given a proposal for work that needed to be done on her chimneyShe had signed and authorized the contract for the work to be completed, she also had put a half deposit down on the work in the total of $
with a checkBalance is due upon completion of workWe contacted her multiple times in order to schedule the work to be completedEach time she would tell the office that she was waiting for her insurance agent to approve this so that she would be able to pay the balance when the work was completedWe called Ms*** on 8/10/15, 9/3/15, 9/18/and then finally spoke with her on 9/17/She spoke with the office manager and stated that she no longer wanted the work doneShe stated that someone told her that the work wasn't necessary and wanted to cancel the contractI explained to the customer that she had singed the contract back on 8/6/and the terms for cancelling the contract states, "you the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transactionsee notice of cancellation on back for an explanation of this right." Under this is her authorized signatureWe are still wanting to complete this chimney work for her at ** *** *** *** ** *** Attached is a copy of the contract that she had signed as well as the explanation of her rights to cancel this contract

The Customer called to schedule a gas furnace maintenance, when we book appointments we always ask what type of furnace they have, natural gas, propane, fuel oil and is it forced air or a boilerMr*** stated he had a gas furnace. When our technician arrived he collected the Groupon and
proceeded to look at the furnaceHe saw that it was fuel oil and informed Mr*** that there was a $up charge for the fuel oil, which included an oil filter and nozzle and informed Mr*** before we stated any workMr*** agreed to pay the $up charge and we did the workHe signed the invoice, he was happy (please see attached) and only after the fact did he try to get the refund by trying to find the loopholeWe do not advertise all our company policies and procedures, and we always reserve the right to refuse service from anyone, at anytime for any reasonMr*** was well aware that the Groupon did not cover the service that he wanted and we gave him the opportunity to cancel and refund his GrouponHe agreed to have us do the work at the agreed upon price. I feel Mr*** should apologize to us for having a negative attitude and being very rude

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I was never informed that the charge was non refundable. It was explained that it needed to be charged to set up the service call, but never stated it was non refundable. I was told I would be called soon with a time for service. After waiting a few hours with a non operable furnace I called another company to see if they could come fix the issue. In past dealings with sparks I felt more comfortable paying someone else to fix it. I called to cancel the service call because someone else said they would be out within the hour and sparks still hadn't called to say when they were coming. When I called the answering service they said they had no way of knowing when someone would be out. Being the last time the furnace was red tagged by the gas company and it took sparks 4 days to come out and fix the issue I couldn't risk waiting. Not at any point was I told canceling the call was non refundable. The company who fixed the issue also stated in tgier work order that the issue was due to the instillation not being done to mfg code. This is the second time a problem has occurred because of improper installation by Sparks. That being said I am requesting the service charge to my card (for a service call that did not happen and was not yet scheduled) and the fee from the other company to fix the issue be refunded(not to include that company's service fee) . Failure to do so will result in a suite to have the whole original  job refunded. There are multiple documentations of  install  not being up to manufacturer specification which is stated in the original work order/receipt that the job would be to code. The owner and his employees have had multiple accounts of dishonesty and unprofessional business practices. Seems to be a pretty consistent issue on business reviews everywhere you look. I am beyond disgusted and can't believe I am having to go through this again. Regards,
[redacted]

Ms. [redacted] was the one who contacted Sparks Monroe, we did not seek her out. She stated that she feels like she was lied to by the technician, we can assure you that she was not and we stand by our assessment. A contract is a promise between 2 parties, we have kept our promise to her, Ms. [redacted] has not kept hers. If Ms. [redacted] was unable to pay for the work because of waiting for a loan, insurance, or other means of funding then she should have not entered into a contract until she was sure the funds were secured. Ms. [redacted] admits that her furnace man was not a chimney specialist. We have not had any communication with or contradictory opinions in writing, and it is very easy to Monday morning quarterback people. We have time and effort secured in this contract and would like the consumer to keep her word. It is unscrupulous for a consumer to enter into a on contract on August 6th 2015 and then on 8/10/15, 9/3/15, and 9/17/15 was contacted by our office, and all these times she did not mention that she wanted to cancel the contract until she found out that she would not have funding for this job. Once she realized she did not have the funds to pay for this job she is trying to say that we are the bad guy. It would seem to me that the issue has more to do with her being unable to pay rather then our lack of experience. When our office contacted Ms. [redacted] on 8/10/15, which was with in the time frame allowed to cancel the contract she did not express any desire to do so.  Our desired settlement would be for Ms. [redacted] to meet her obligation under the contract signed and authorized by her, and to allow us to complete the work to avoid any unpleasants, such as Sparks putting a Lien on her home. or 18% interest, or 33 1/3% plus court costs should it have to be turned over to our attorney. This information is also listed on the contract signed by the consumer listed clearly on the back and front. I have attached a copy of this for you to review with our response.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]