Folkes Heating Cooling & Burner Service

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I've meant that Folkes owe me $which was overpaid because you didn't set the new level pad up there as well as it didn't work at allSo no reason to make any balance due In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: I disagree with the response provided by the business, when the system was working fine before the service man arrived with no complaints how can the system malfunction with the change of a new mother board, if any the system should work more efficiently as it got a new mother board Technician during his work did not have a clue as to what or how he meddled with the system and spent hours calling his colleagues and even called the owner Mr.D [redacted] as he was not able to figure out how he messed up the system He repeatedly said I might have done some thing to make the mother board not function and since it was his mistake he changed the mother board and now the company claims they have done "free of cost", replacement of the mother board was done to cover their mistake but to the bad luck of mine system did not trip until after the service person left, I called the very same day with the complaint of the tripping I don't agree with the solution of the $pay, since it was a mistake done by the company's service personnel, repair has to be done by them Yes I did call the company multiple times, as I was told the owner is going to giving me a call and I never received a call, to note is the point of their service level where the owner did not even have a courtesy of calling his customer and listening to the customer voice He very well knew that the service person has done the mistake and could not face the customer so had his front desk person talk to the customer To me the owner did not have any face to talk to the customer.Needless to say, I will have to terminate my contract for next year and not to renew my business contract if my machine is not fixed For that matter no customer will be happy with this kind of service and messing up the system and offering $40.I urge Revdex.com to help here with an appropriate solution In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

The business has responded Please see below:RE: ID [redacted] / [redacted] To Whom It May Concern: Our company did perform a maintenance service for [redacted] on Friday, December ***, This appointment was for the annual service and maintenance of his gas furnaceWhile our technician was there, he did indeed indicate that the mother board was causing an issue during the serviceHe could not be 100% sure if the board was previously damaged, so in good faith our technician did replace the mother board at no charge to [redacted] ***Once the board was replaced, the system ran but [redacted] was advised that the system was going off on high-limitThis is a very common occurrence in these particular town housesWe service many of [redacted] ***’s neighbors who have had the exact same issueThis was not a result of technician errorWe gave him the price of $315, which is the price for the repair [redacted] declined additional serviceAt [redacted] ***’s insistence, we sent our tech out again on Monday, December [redacted] to once again explain the issue to [redacted] at no chargeHe wanted the service for free indicating that we caused the issueThis is not the caseAs we explained to [redacted] ***, this is a common issue with the heating system he hasHe wanted the repair done for freeWe again explained the issue and the price and offered him a $credit as a courtesy [redacted] once again declined serviceThe owner, Dustin F*, was out of town at a training and [redacted] was advised of thatHe was unavailable for conference to anyone including staff members [redacted] harassed the staff continuously trying to get the job done for free and/or to speak with the ownerHe threatened to give us bad reviews if we did not do the job for freeWe are happy to provide this statement to you in regard to this incident

This customer's account is accurateHowever, we have sent a refund check to this customer for the requested amountA check in the amount of $was cut on June *, (We have the associated check number on file.) We regret that this customer has not yet received her reimbursementI just checked with our financial institution to see if the check was cashed, and it was notWe will put a stop payment on it and immediately cut this customer a new checkWe regret the inconvenience to the customer and take the necessary steps to correct the situation

In my last phone conversation with this customer, which was made in good faith to resolve the matter, this customer agreed to a financial resolution to the situationShe had a representative of hers come into our office and return the part in question and we refunded the the amount of parts and labor(Check total $344.92)AFTER this agreement was made, the customer put a stop payment on her original form of paymentShe NEVER said she was putting a stop payment on her checkThus, she not only was getting money refunded but she also cancelled the original payment methodOver a dozen attempts were made to contact this customer to straighten this financial situation outShe never returned any of our callsIt would appear that this customer intentionally made a decision to keep our refund check in addition to not honoring her original payment. At this point, there is no financial restitution to be made to this customerIn fact, she still owes the company money for two service calls made to her homeWe have made several attempts to "make this right" with this customer, but she has more interest in rehashing her version of the situation than to come to resolutionWe offered to send our senior technician out more than once, and she refused. Our technician stated that this customer said she "hoped he would be the tech to come back" to her houseAgain in the service industry, tipping is a customary way of saying "I think you've done a good job, thank you." We stand by our technician in his abilities and dispute the claims of any improprietyWe have been in business since 1998, and we firmly stand on our reputation. We are available for any further clarification and we look forward to the Revdex.com's further involvement if it is deemed necessary

The service call in question was over a year and a half ago Since that time in 2015, we have never heard from this customer in regard to dissatisfaction about this job until now We can only assume this complaint was precipitated by us calling the customer for an outstanding balance due
on the account According to our notes, the owner advised the customer that the balance due was accurate If there was an issue that we were advised of regarding the job in May 2015, we would most certainly have gone back to the customer's home to correct itThis was not the case here In fact, this customer was given a courtesy adjustment on the day service due to them complaining about the price after they agreed to it and after the technician was already finished with the jobThis customer still owes our company $ As an aside, we also provided maintenance service to this customer on 6/*/If they were unhappy with their previous experience it does not make sense that they would have us back again a few weeks later We look forward to Revdex.com helping find resolution to this complaint

The business has responded Please see below:F* Heating and Cooling has been in business since and we have seen this exact situation more times than we can countWe are very familiar with the equipment that *** *** has and this is a common occurrence in the town house complex in which he livesWe can certainly understand *** ***'s concern in regard to the timing of the problem, however, we are strong in our convictionOur technician did nothing to cause this problemThe technician assigned to this call is a trusted employee and an expert in his fieldHe is highly rated by customers both on our company website and other review sitesWe have complete trust in his diagnosis and in his integrityWe also sent this same technician back to explain the diagnosis again to *** *** in good faith and at no charge to himWe stand by our original offer, we will give the customer a $credit towards the repair as a measure of good faith and good customer serviceTh ere will be no free service as *** *** requestsAgain, at the time of this incident, the owner was out of town and completely unavailable to anyone, even the staF* *** was advised of this situation but insisted he would keep calling every two hours until his demands were met as if the staff were put up to lying to himOnce *** *** declared he was going to the Revdex.com for resolution we left the situation to unfold in that forumHe is correct, MrF* never called him back as *** *** was already given the bosses determination of the situation from the staff who answered the phoneIt is unfortunate that this situation could not be rectified without going to a third party, but we welcome the assistance of the Revdex.com to help resolve it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 The response from Folkes Heating and Cooling  contains a lot of inaccuracies. This can be confirmed by the recording of the telephone conversation on 08/**/2016  at approximately 8:02 AM and on 08/** at 9:22 AM and 9:35 AM. First and foremost, the fact that I still went ahead to tip the "service Tech" despite him being rude, disrespecting and damaging my property (poured a full bucket of water on the floor on purpose, didn't clean up after himself or apologize), I still  continued being courteous despite the bad attitude the technician showed me from the moment he walked in, this goes to show my character. Had this company not been recommended to me by a trusted friend and a homeowner, I would not have allowed the tech inside my house just on his attitude and unprofessionalism alone. I choose to treat the Tech with the same respect that I  accord everyone who comes to my house, and take up the matter with his supervisor during normal business hours.The company has not addressed the specific service complaints. When I called back on 07/** because water was still leaking from my furnace, I requested to have someone different sent to my house but I was told if I wanted to have someone different I would have to wait until the following day since the Tech I did not wish to have sent to my house was the one on call that day. I specifically highlighted to the company that the reason I did not want this tech back was because of his bad attitude and also because he did not seem to know what he was doing ( I gave a specific  example of the problem with flushing the condensate pump). My wooden bar cabinets and my floor  were getting very damaged by the water and I could not keep up with draining the water in the basement. I let the company know that all I wanted was the leak to stop and if the said Tech would correct the problem, that all I wanted, but if he could not, then I would need someone different sent to my house the following day. A fellow homeowner who felt something was off with the service I was getting from the company offered to be there during the call back service. Again, this time the Tech disconnected the drain line and the pump (left pump on the floor upon leaving) and the water was now dripping into the bucket. He cut my existing drain line in attempt to flush it then reconnect, he ended up cutting too short so he was unable to reconnect, which meant I would need to be charged another fee  to install a new drain line. It was and It is still very clear that this tech did not have experience, which explains his bad attitude and refusal to explain why I NEEDED A NEW PUMP, despite the fact that my old pump was still working. His refusal to take me through what he was doing during the first service call on 07/**  was simply because he didn't know what he was doing, and he simply wanted to make the company money by charging me for equipment that I DIDN'T  NEED instead of fixing the problem.I did not discuss the issues with a senior tech on 08/** as the Folkes customer rep is trying to insinuate. The senior tech called to give me a new quote to install a new drain line but I let him know before proceeding I  wanted to discuss my concerns with the "service" I had received on 07/** and 07/** with either the owner or the manager. Let me mention that I was not aware until latter on that the person I spoke to on the phone on 07/** was the owner. The Senior tech transferred me to the Customer Service Representative ... I was on hold for almost 10 minutes. The entire duration of the call was 13 minutes, so clearly we did not spend "15 minutes trying to resolve." The Rep made it clear that she was "too busy and I needed to get to the point ASAP" she was also very  condescending. When I requested  to escalate the matter to the owner she refused (all on record), I let her know since I had already paid for the service in full, had a call back and my issues were not resolved, I would be stopping the payment. How could I trust a company that sent a tech who didn't know WHAT HE WAS  doing  - twice, a company with a condescending and  poor customer relations, a company with a tech who tried to rip me off, a company that sent me a  tech who damaged and disrespected my property, a company that does not want to take responsibility for their workers actions? A company with a customer service representative who has no time to listen to complaints and concerns and believes that every issue can be fixed by being condescending and just sending another tech out? A representative who thinks her time is more valuable than the a customer with concerns?The issue with the service call and the "repair services" alleged to have been provided was not and has not been resolved between the Folkes customer Representative and I  as it has been alleged. I stated clearly  on 08/** that I was sending someone to return the pump because my old pump was in working condition but my issues with the service would be addressed through Revdex.com as I has forward the matter. It is on record. I have attached both Folkes Heating and Cooling service order and a service order from a different Heating and cooling company  that serviced my Furnace. The invoice from the second company (company B) confirms that the TECH FROM FOLKES did not know what he was doing and tried to rip me off because:1. Company B reconnected my old pump and left it working. This shows Folkes Heating and Cooling tech was trying to rip me off.2. Company B found and repaired burnt wires that had corrosion. This puts into question which electrical wires the Tec from Folkes repaired and his experience and honesty.3. Company B re- attached my old  drain pipe without the need to connect a new one. This shows honesty and experience4. Company B's tech found  electrical wires from my furnace  that were left hanging  in the bottom of the wet furnace by Folkes Tech  - again did your tech know what he was doing? In conclusion, it is very clear that the particular Tech who was sent to my house by your company  did more damage, did not have experience, tried to rip me off  and furthermore, he exposed my family and property to danger by leaving electrical wires dangling on wet surface. He refused to advise me or answer my questions on 07/** and went ahead to install and charge me for an equipment that was not necessary or needed for my AC to run and to stop leaking. Refused/ said there was no way  to reattach the drain pipe after cutting it short and I would have to pay for another one. Why should I pay for the service call of $92 when you clearly sent an incompetent tech to my house? Since electrical wires don't corrode overnight, which wires did your tech repair? WHY  did he not advice me when he was doing "the electrical repair?" I still hope that the matter can be resolved. I did everything I could before forwarding the complaint to Revdex.com on 08/**/2016 as is evident on my call on 07/** and 08/**.       
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I completely disagree with the response, it is my strong belief that the problem is induced by the F[redacted] technician and it  has to be resolved by the company.  I was told once that [redacted] is behind closed doors meeting, and now in the response I see that he was out of town, no time in my discussions that was revealed and was told once that he is out on field trip in Fishkill.  I have strong feeling that the company staff tried to manipulate and not serve the customer.  All the words in the response given to me are not valid that this company lives to standards etc... I feel I have been cheated by the service offered to me.  Instead of servicing the unit now it is being spoiled.  I am OK for a compromise but not for $40, and asking me to spend the rest of the money which amounts to more than $200.   To me this company lacks in customer service. 
I am very disappointed, Revdex.com please help resolve this issue. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 I've meant that Folkes owe me $118.50 which was overpaid because you didn't set the new level pad up there as well as it didn't work at all. So no reason to make any balance due. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The business has responded.  Please see below:RE: ID [redacted] / [redacted] To Whom It May Concern: Our company did perform a maintenance service for [redacted] on Friday, December [redacted], 2015. This appointment was for the annual service and maintenance of his gas furnace. While our technician...

was there, he did indeed indicate that the mother board was causing an issue during the service. He could not be 100% sure if the board was previously damaged, so in good faith our technician did replace the mother board at no charge to [redacted]. Once the board was replaced, the system ran but [redacted] was advised that the system was going off on high-limit. This is a very common occurrence in these particular town houses. We service many of [redacted]’s neighbors who have had the exact same issue. This was not a result of technician error. We gave him the price of $315, which is the price for the repair. [redacted] declined additional service. At [redacted]’s insistence, we sent our tech out again on Monday, December [redacted] to once again explain the issue to [redacted] at no charge. He wanted the service for free indicating that we caused the issue. This is not the case. As we explained to [redacted], this is a common issue with the heating system he has. He wanted the repair done for free. We again explained the issue and the price and offered him a $40 credit as a courtesy. [redacted] once again declined service. The owner, Dustin F[redacted], was out of town at a training and [redacted] was advised of that. He was unavailable for conference to anyone including staff members. [redacted] harassed the staff continuously trying to get the job done for free and/or to speak with the owner. He threatened to give us bad reviews if we did not do the job for free. We are happy to provide this statement to you in regard to this incident.

This customer's account is accurate. However, we have sent a refund check to this customer for the requested amount. A check in the amount of $187.06 was cut on June *, 2017. (We have the associated check number on file.) We regret that this customer has not yet received her reimbursement. I just...

checked with our financial institution to see if the check was cashed, and it was not. We will put a stop payment on it and immediately cut this customer a new check. We regret the inconvenience to the customer and take the necessary steps to correct the situation.

Although we are not in agreement with the customer on this dispute; in the interest of good customer service we are willing to waive the $118.50, however, the remainder of the balance would still be due to the company.  No other credits can be offered.

I am the Customer Service Manager and I discussed this situation directly with the customer. She also discussed this with our Senior Tech who happened to be in the office that same day and with the owner also had discussed it with the customer the day before. I attempted to come to resolution with...

this customer. I had offered to send out another technician but the customer was not interested in another technician coming out. The phone call to the office ran about 15 minutes without coming to resolution. The customer was very emotional and eventually hung up on me without any resolution being made. In good faith, I called the customer the next day to see if we could come to a resolution, which we did. We refunded her the cost of the pump and associated labor. She advised that she had already contacted the Revdex.com prior to my calling her back. I advised the customer that I would be willing to either wait for the Revdex.com to intercede or we could come to resolution on our own, which ultimately, we did. Although we stand by the work done, by the skill and character of our technician and the work we completed and recommended, we refunded this customer the requested amount of $344.92 in the interest of good customer service. Our confusion regarding the technician's character is compounded by the fact that this customer also tipped the technician $20 after the service. This would not be the typical behavior of an unhappy customer. I am confident that this situation has been rectified with this customer to her satisfaction. We welcome the Revdex.com's further involvement if it is deemed necessary.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

 I disagree with the response provided by the business, when the system was working fine before the service man arrived with no complaints how can the system malfunction with the change of a new mother board, if any the system should work more efficiently as it got a new mother board.  Technician during his work did not have a clue as to what or how he meddled with the system and spent 2 hours calling his colleagues and even called the owner Mr.D[redacted] as he was not able to figure out how he messed up the system.  He repeatedly said I might  have done some thing to make the mother board not function and since it was his mistake he changed the mother board and now the company claims they have done "free of cost", replacement of the mother board was done to cover their mistake but to the bad luck of mine system did not trip until after the service person left, I called the very same day with the complaint of the tripping.  I don't agree with the solution of the $40 pay, since it was a mistake done by the company's service personnel, repair has to be done by them.  Yes I did call the company multiple times, as I was told the owner is going to giving me a call and I never received a call, to note is the point of their service level where the owner did not even have a courtesy of calling his customer and listening to the customer voice.  He very well knew that the service person has done the mistake and could not face the customer so had his front desk person talk to the customer.  To me the owner did not have any face to talk to the customer.Needless to say, I will have to terminate my contract for next year and not to renew my business contract if my machine is not fixed.  For that matter no customer will be happy with this kind of service and messing up the system and offering $40.I  urge Revdex.com to help here with an appropriate solution.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 As I mentioned earlier in original complaint, on May 2015 first technician came in and just estimated the quote with new level pad, then on Jun 2015 the second guy came in WITHOUT the level pad and repaired the leaking then asked the payment which is the remaining balance but, I didn't agree with and needed to talk to owner, tried to call several times but didn't reach the owner, later on, the owner called me and I told that the balance was not making sense, but still pending, in addition to that, we didn't catch there was AC leaking right after repair was done, because leaking was very slowly happened by incorrect working so I thought AC was working well at that moment. Finally we realized its not working correctly passing one year after they repaired. really hope you got my point. Thanks.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Great Organization: They come on time (and call beforehand), are friendly, helpful, and efficient

Service was quick and professional. Kurt was prompt and explained things throughly

Awesome service, spent the extra time to inform me of additional maintenance procedures so I can avoid minor repair calls in the future. Answered all my questions, and explained everything he was doing as he went along. Worked quickly, and efficiently, and left the place spotless. Very satisfied with the service.

The technician was very courteous and efficient.