This letter will serve as the written response to your complaint dated 5/11/15.Response:Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the followingmatter.Ms [redacted] called Sal’s Heating and Cooling on April 27, with a "no heat” complaint requesting serviceMs***’s furnacewas installed August 5, According to our records, Ms [redacted] stated that she lost power the morning of April 25, Ourdiagnosis and repair was that a transformer blew on her panel box, which is not equipment Sal’s Heating and Cooling providesThisequipment would not be covered under warrantyHer furnace ran all winter from the install of August 5, up until the poweroutage of April 25, Ms***’s transformer/panel is what caused the issue with her furnace, not any part of the installationby Sal's Heating and Coolingl have attached the service ticket which stated "bad breaking power to furnace, took transformer outof circuit, system running properly at this time.” The issue was not with the furnace, but with the transformer which is completelyseparate from our installationThis is no fault of Sal’s Heating and Cooling or its techniciansMs [redacted] should be grateful that wedetermined her problem instead of complaining of an unrelated issue of service performance previously.We apologize for the inconvenience Ms [redacted] received, but the issue was with her transformer and therefore we are unable tooffer any type of refund.Thank you in advance, [redacted] President & CEO Sal's Heating and Cooling, Inc[redacted]
I am attaching a copy of the service sticker that is on my furnace As can clearly be seen, [redacted] WAS the tech on 12-12- And I know for a fact that I had my chemotherapy in 2011!!! That was why I didn't appreciate a stranger using my bathroom As the sticker shows, on 12-7-*** did the complimentary cleaning that was offered by a letter from Mr [redacted] after I talked to him on the phone.I do not feel my letter was "inaccurate" and I noticed that the sarcasm and rudeness of [redacted] was not mentioned in Mr [redacted] 's letter Furthermore, I don't consider that the job was "done to perfection." After I submitted my initial complaint, I found screws on the floor by the furnace as well as a piece of metal I am also attaching a picture of those parts
This letter will serve as the written response to your complaint dated 3/23/Response:Mr [redacted] called us to service his whole house humidifier that had stopped working It was determined that he needed a new solenoid valve He admits in his complaint that he tried to install the defective part, that he ordered online, himself Regardless of what transpired afterwards, once he tried to replace the part himself it voided his warranty This is an [redacted] warranty and their language states that any repairs must be made by an authorized representative to keep the warranty in force Mr [redacted] handcuffed us by doing this service himself and [redacted] and Sal’s must protect ourselves from amateurs and unfortunately enforce this clause Doing it yourself has its own penalties Mr [redacted] ’s decision to replace the part on his own voided his warranty There is nothing we can do to put his warranty back in place, other than the option to purchase an entire new humidifier.We did offer Mr [redacted] to provide us with the original solenoid valve, return his [redacted] purchased solenoid valve for credit, and we would credit $toward the cost of our coming out to repair his humidifier This was not acceptable Mr [redacted] was not charged a “penalty service fee”Sal’s charges a $service call and minimum $to diagnose the repair for the first half hour of serviceSeeing that Mr [redacted] voided his warranty, he was then responsible for paying this service call and $to determine the problem and repairI apologize that Mr [redacted] encountered these issues It is always advisable to hire a professional to do services of this nature to be protected against manufacture defects.Thank you in advance, [redacted] President & CEOSal’s Heating and Cooling, Inc[redacted]
It seems as though he's having a hard time comprehending the proof that [redacted] was at my house in and as the sticker proves All he can talk about is [redacted] being his most requested technician but he doesn't address [redacted] 's rudeness to me or the parts of my furnace that I found on the floor I'm finished wasting my time and yours Thank you for your help
Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 2/9/15.February 3, [redacted] @cleveland.Revdex.com.orgRevdex.com, lncEuclid Avenue, 4th FloorCleveland, OH 44115RE: Complaint No [redacted] to RevDex.comDear [redacted] ,This letter will serve as the written response to your complaint dated 1/29/2015.Response:Under the Rheem Water Heater warranty that is in place from the April installation, there is a year laborwarranty and year part warrantyWe have honored the terms of this warrantyUpon review of the service tickets andspeaking to our service technicians that were involved with servicing the equipment, we have determined that onlylabor was charged for repairs to the hot water tankAny parts that were invoiced were for the service to the customersfurnace, not their hot water heaterThank you in advance, [redacted] Sal’s Heating and Cooling, Inc.(440) 582-
This letter will serve as the written response to your complaint dated 5/26/15.Response:Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the followingmatter.Mr [redacted] said it all in the first sentence of his response, "I am not a Furnace repair technician"The blink codes gave the technician what was wrong with Mr [redacted] 's furnaceA "temporary" part was put in so that Mr [redacted] and his wife would have heat for the evening This was not a permanent fix and it was noted on his service ticket that this was "Temporary" until we could return with the part and provide pricing for the repairWhen the temporary pressure switch was installed, the furnace beganworking again Why would you continued to "diagnose" a furnace when the code the lights gave and installation of the temporaryapart fixed the issue at that time? Did Mr [redacted] want to pay additional overtime rates for the techician to further look at hisfurnace when the problem was corrected? Mr [redacted] would have certainly added the amount of time it took diagnosing hisfurnace as an additional complaint saying it was not needed had our service technician continued to look at his furnace Mr [redacted] is incorrect in stating that parts were just "thrown" at his furnace until it was fixed The valve fixed the issues from February, by Mr[redacted] 's own admission that he had hear for months after that part was replaced A "temporary" pressure switch was installedthe second time which again gave Mr [redacted] heat Mr [redacted] is stating the gas valve was not the issue, yet in his response hestates "The gas valve fixed nothing, once power is removed from the furnace it will restart and will continue to run for any length oftime." So how can he say that the gas valve that was "reinstalled" was never defective as his own words state the furnace willcontinue to run for any length of time?Several factors are figured into our pricing that Mr [redacted] is not aware of We do not price gouge We go by the internationalStandard Pricing Guide and remain competitive and fair Price is not a Revdex.com concern or reason for complaint.Mr [redacted] was so kind to provide a copy of the invoice from [redacted] Coto "show" that our diagnosis was incorrect We took the time to do some research and are unable to locate a license in the State of Ohio through the Department ofCommerce for this company Would Mr [redacted] like to provide us with that information and state license number? Our servicetechnicians are trained and certified and Sal's Heating and Cooling is licensed with the State of Ohio (#45678) Is ***, who"serviced" the furnace, or ***, whom [redacted] works for, or are they a couple of side jobbers with no certifications?We still insist and require this complaint not appear or be made public under Sal's Heating and Cooling, nor count against thecompany, as Mr [redacted] did not follow the Revdex.com protocal of working with the company prior to filing a complaint the problem, Mr[redacted] , is you have made several inaccurate statements and by stating we have "nethical business practices" is libelous anduntrue If Mr [redacted] decides to contact the media, we will be more than happy to inform them of his criminal actions Sal'sp.2Heating and Cooling has nothing to hide and stands behind their trained and certified service technicians We have also forwardedMr [redacted] 's account to our attorney for collections and possible defamation and libelous suit Knowing and stopping paymentafter agreement is fraudulent and Sal's Heating and Cooling will seek criminal action and prosecute for theft of services to the fullestextension of the law Mr [redacted] needs to pay his bill We can't refund what was not paid after agreeing to.Thank you in advance, [redacted] President & CEOSal's Heating and Cooling, Inc[redacted]
I have multiple issues with Mr [redacted] 's responseI had told "***" at Sal's on multiple occasions that I was going to replace the solenoid on my own repeatedly on multiple occasions to my initial experience with their tech and their pricing It was never mentioned to me that I would "void" the warranty on the part, nor do I understand how replacing an external, non-repairable part would void the warranty, after sal's original tech had already pronounced the part as being defective If this is the case, I must have already voided the warranty by replacing the filter I paid an initial $charge for initial tech to come out and diagnose part, and I declined service after a poor experience with the tech and improperly explained charges I tried to install part on my own, which I never tried to conceal, and I called back to sal's to have them out to complete work after realizing I couldn't do it myself When I called back to schedule appointment, I talked to ***, apologized and said that replacing the valve proved to be too difficult for me to do, [redacted] then said that since they had already been out, he would waive the service call fees and I would only pay for the labor to fix it, but then when tech comes out, he "discovers" that I actually replaced the part on my own, and now I must pay the service call fee after calling to confirm it with "***" Why was I not told "I'll waive the fees, but you're going to pay for them again as soon as tech comes out"? Sal says " This is an [redacted] warranty and their language states that any repairs must be made by an authorized representative to keep the warranty in force", so I have talked to [redacted] , and they stated that as long as the unit was installed by a licensed contractor, I have a year warranty on the parts I asked them if I had to have a licensed contractor out to service the unit, and they stated that they recommend it, but I don't have to They said that I obviously would not have a warranty on the replacement part I purchased, but the original 5yr warranty on the [redacted] appliance would still be in effect This was told to me by phyllis on the [redacted] support line I even checked my owners manual, and it stated the following:IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE SHALL BE LIMITED IN DURATION TO THE AFORESAID FIVE YEAR PERIODRESEARCH PRODUCTS CORPORATION’S LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, OTHER THAN DAMAGES FOR PERSONAL INJURIES, RESULTING FROM ANY BREACH OF THE AFORESAID IMPLIED WARRANTIES OR THE ABOVE LIMITED WARRANTY IS EXPRESSLY EXCLUDEDTHIS LIMITED WARRANTY IS VOID IF DEFECT(S) RESULT FROM FAILURE TO HAVE THIS UNIT INSTALLED BY A QUALIFIED HEATING AND AIR CONDITIONING CONTRACTORIF THE LIMITED WARRANTY IS VOID DUE TO FAILURE TO USE A QUALIFIED CONTRACTIt specifically says "Failure to have this unit installed" It does not say "failure to have this unit serviced"It also says the following: [redacted] ’s exclusive obligation under this warranty shall be to supply, without charge, a replacement for any part of the humidifier which is found to be defective within such five (5) year period and which is returned not later than thirty (30) days after said five (5) year period by you to either your original supplier or to [redacted] , [redacted] ***, together with the model number and installation date of the humidifierIf the warranty is void if not serviced by a licensed contract, why does the warranty specifically state that *I [redacted] can send the defective parts to [redacted] ? Why doesn't it say "parts may only be sent to [redacted] by original installer"? This:"We did offer Mr [redacted] to provide us with the original solenoid valve, return his Amazon purchased solenoid valve for credit, and we would credit $toward the cost of our coming out to repair his humidifier This was not acceptable"never happened I was never offered any deal of the kind The last contact I had with Sal's is talking to ***, voicing my dissatisfaction with the bait and switch tactics, he then told me that he would "talk it over with sal" and call me back, to which he NEVER DID
I am not a Furnace repair technicianHowever, I do repair electronic equipment which also
uses blink codes to diagnose a problem
The blink codes are a tool used to help locate the problem and are not an infallible troubleshooting techniqueThey
are meant to be used to aid the technician in the repair of whatever he is
working on and are not a substitute for a
technicians ability to logically
troubleshoot and repair the equipment
If the blink codes were as God like as
*** thinks they are, then anyone could download a service manual off the
internet look at the blink code and attempt to make a repairNotice I said
"attempt"Just because a blink code says the problem is one thing,
it is not necessarily soAnybody can throw parts at something until they fix itThat's what happened in my caseThe
first technician threw a $valve at
the furnace and the second technician wanted to throw a limit switch at it the
next timeNeither of those parts were what was wrong with my furnaceCan
someone fix a furnace by using blink codes? SureEven a blind squirrel finds
an acorn once in a whileBy the way ***, what blink codes were flashing for
the first technician? He didn't make a note of it on the invoiceI doubt that
he even looked to see if there was a blink codeWhat tests did he perform to
determine that the valve was defective?
The gas valve fixed nothingonce power is removed from the
furnace it will restart and will continue to run for any length of timeafter
the valve was replaced it did run for just under two monthsWhen it stopped I
could restart it by turning off the switch on the side of the furnaceI told
that to the second techI also told him the pressure switch was replaced a year
and a half ago, but he insisted that was the problemHe too was mistakenThe
problem with my furnace was fixed my another company and the old valve was
tested and reinstalledThe furnace is working perfectly
Sorry ***, a 546% markup on a $part IS gougingIf
your competitors are charging the same amount then they are gouging as well
Maybe the Revdex.com should check into that as well
Unlike Mr***, I INSIST
that this complaint be made publicIf you think you did everything
right in this case *** then what's the problem? People should be able to see
how exorbitant your markup is, how
inadequate your warranties are and your customer service techniqueIf The Revdex.com does
not make this complaint public I will contact the media and ask them to investigate
I also intend to contact *** and inform them of the kind of service I have
received from one of their so called
"Authorized Service Centers" and of their unethical business
practices
*** ***
This letter will serve as the written response to your complaint dated 5/11/15.Response:Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the followingmatter.l am going to start out by saying that all of our technicians are trained and certified and are very knowledgeable in diagnosing andrepairing HVAC equipmentMr*** and his wife both mentioned that the furnace was behaving in the same manner as it didwhen we went out on February 26, However, the furnace itself provided the diagnosis code when we returned on April 22,The flashing lights provide a diagnosis code for the technicianis Mr*** stating that his furnace ignored his self-diagnosisas well? If we relied on what every homeowner told us what they "diagnosed" the problem to be, it would be very expensive forthem and we would not be considered a very reputable company nor be in business very longThey called a professional andcertified technician to come make the repairs as they know what to look for and make the necessary repairsMr*** isincorrect in stating the gas valve did not correct the original problem as Mr*** had heat for two monthsif the gas valve hadnot been the correct diagnosis, he would not have had heat before this timeMr*** needs to understand that several factorsare figured in the price of our parts and serviceWe are not in the practice of "gouging" as he statedWe actually are verycompetitively priced with other HVAC companiesMr*** paid for and signed the service ticket that he was satisfied with thework performed in February, so he clearly did not have any problems at that timeMr*** at no time during the office staffsconversation with him mentioned that the furnace stopped working the next morning and he called another companyinstead, Mr.*** stated he issued the “stop pay” first thing the next morning because he felt “ripped off”Therefore, Mr*** still owesSal’s Heating and Cooling $for service and $for "stop payment” feesSeeing Mr*** has stated he is not going to payus the $he owes, he is being forwarded to collectionsJust a reminder, writing a check knowing you will immediately issue a"stop payment” is illegalWe will not be issuing any refunds or credits on either of the invoices.We still insist and require this complaint not appear or be made public under Sal's Heating and Cooling, nor count against thecompany, as Mr*** did not follow the Revdex.com protocol of working with the company prior to filing a complaint.Thank you in advance, *** ***President & CEOSai’s Heating and Cooling, Inc.*** ***
This letter will serve as the written response to your complaint dated 4/27/15.Response:Mr*** seems to be leaving out several pieces of the puzzle in his complaint.On February 26, our service technician was dispatched to Mr***'s home for a “no heat call”The servicetechnician
looked over the furnace and found a gas valve was sticking in the closed position preventing gas to flowproperly to burnerThe service technician replaced the gas valve, cleaned the flame sensor, and checked the operationof the furnace, which was working properly when he leftOn Aprii 22, Mr***’s wife called in another "noheat” caliThe call came in after our working hoursWhen Mrs***’s was told it would cost $for theservice charge to come out and take a look at it, she asked, "Even if it's for the same thing? lt’s been less than twomonths.”There is a day warranty period on service workThe warranty period would have been over as of March26thAfter the office staff talked to ***, the message was relayed to Mrs*** that we would work with her if it wasindeed for the same reasonShe was very appreciative and scheduled for our service technician to come out thateveningWhen the service technician arrived at the *** residence, he found the furnace ?ash code showing low firepressure and the pressure switch was not operating properlyThis was the code the furnace itself reportedBeforedoing any work, the service technician explained to Mr*** what needed to be done and Mr*** signed theservice ticket agreeing to the service call rates and to pay in full for the service call and labor (see attached)The servicetechnician then put a temporary pressure switch in to give the ***’s heat and told them he would get a price on thepart and labor to repair the furnaceSeeing that the furnace showed the repair was a limit switch, the repair was notthe same as back in February and therefore was not a warranty issue, which was previously explained, agreed to, andcon?rmed by Mrs***The ***’s were called on Friday, Aprii 24th, when the bank informed the office a stoppayment was made on the check that was written and refused to accept itMrs*** admitted to putting the stoppayment on the check the next morning after our service technician had been there and gave the office staff herhusband’s cell phone numberA message was left that day for Mr*** to call back regarding the check andpaymentAnother call was placed on April 28th when Mr*** had not returned the callHe called back later thatafternoon when the message stated he would be sent to collections if payment wasn’t made- During that conversationhe admitted that he had no issues from the time the gas valve was put in back in February until the pressure switch issuein ApriiTherefore his claim the first technician misdiagnosed the repair is unfounded as the furnace worked properlyfor just short of monthsMr*** seems to neglect to inform the Revdex.com that he wrote a check for the repairs on April22nd knowing full well he was going to place a stop payment on that check the very next morning, which is illegal andconsidered fraudWhen he was asked about putting the stop pay on the check he said he called the bank the nextp.2morning and put a stop payment on it because he felt he was ripped offAt no point in that conversation did hemention that the furnace stopped working again nor did he notify us of such He also admitted he put the stop paymenton the check before having another company come out and look at the furnace Mr*** also told the office staffthat he filed a complaint, which goes against the policy of the Revdex.com where the consumer is to work with the companyprior to filing a complaint.No Refund will be given as the first repair corrected the no heat issue and Mr *** put a stop payment on the checkfor the second service call Mr*** owes Sal's Heating and Cooling $(@for the service call on Aril 22,and a $returned check fee).We also insist and require this complaint not appear or be made public under Sal's Heating and Cooling, nor count against the company, as Mr*** did not follow the Revdex.com protocol of working with the company prior to filinga complaint.Thank you in advance,*** ***President & CEOSal's Heating and Cooling, Inc.*** ***
When the second technician arrived to check the furnace I
informed him that the furnace was behaving in the same manner when we first
contacted Sal'sI also advised *** of the same thing the day he called me
wanting to schedule someone to replace the low pressure switchAs I explained
to *** and the tech, the pressure switch had been replaced a year and a half
agoApparently, what I was saying didnt matter to either of themThe gas
valve they installed did not correct the original problemThe pressure switch
they temped in did not correct the problem either since the furnace had gone
out again So, at this point I had a
gas valve I did'nt need in my furnaceI had another company check the
furnaceThey found a partially blocked chimney pipe and cleaned a sensorI was
told the old valve was good, so it was reinstalled in the furnace and it is
working normallyAny wonder why I am reluctant to talk to Sal's about anything? And I found out something elseI was charged
$for a gas valve that can be bought by a HVAC technician at a Hvac parts
distributor (not online sales) for approximately $I understand a company
has to make a profit in order to stay in business, but a markup of 546% ! I
really would like to hear your explanation for that Sal(Gouging?)
Regarding Sal's request to the Revdex.com that this complaint not
be made publicI INSIST that it is made publicThe public needs to be able to
see the type of work Sal's performs, his inadequate warranty and his pricing
policyTo hide this from the public would be just wrong
This letter will serve as the written response to your complaint dated 4/ 1/ 15.Response:Again, Mr*** called us to service his whole house humidifier that had stopped workingIt was determined thathe needed a new solenoid valveHe admits in his complaint that he tried to install the defective part, that he orderedonline, himself. After speaking with our Aprilaire representative, we were told ”Technically the warranty on the valve would not bethere if the service wasn't done by a dealerRegardless, the homeowner wouid need to go back through their place ofpurchase to handle the replacement of any warranty parts.”This being said, Mr*** would need to return his part to *** and pay us to fix it.We would be more than happy to extend our original offer to Mr*** which was communicated to him by ***after talking with ***Mr*** would need to provide us with the original solenoid valve, return his ***purchased solenoid valve for credit, and we would credit $toward the cost of our coming out to repair his humidifier.Again, I apologize that Mr*** has encountered issues regarding this service.Thank you in advance,*** *** President & CEO Sal's Heating and Cooling, Inc.*** ***
Business responded to complaintSee attached.Business response copied and pasted below by Revdex.com staff 3/9/15.March 6, 2015RE: Complaint No*** to Revdex.comDear ***,This letter will serve as the written response to your complaint dated 3/3/15.Response:It is not our policy to not
break down our invoicesWe typically offer a flat rate to our customers that covers all aspectsof the jobI am unaware of any contact by Ms***’s insurance company in contacting usPlease provide theinsurance information or have the insurance company contact *** *** in our office directly so that she can talk tothem regarding the insurance claim.Thank you in advance, *** *** President & CEOSal’s Heating and Cooling, Inc. *** ***
At this point, it's obvious to me that Sal's heating and cooling will continue to sidestep my complaints:Manager *** never informed me that me replacing solenoid would void warranty, which the warranty itself does not say, even after repeatedly telling him that I was going to replace it Manager *** even offered advice on how to replace itManager *** told me that additional service fees would be waived on second visit due to previous diagnostic trip, only to find out that they WERE going to be charged because I replaced solenoid on my own, even when, again, Manager *** was told repeatedly that I had attempted to replace itSal's heating and cooling continues to state $was offered to me, when no such offer was made.So please close this case, it's obvious to me that I made a poor choice in contractors which cost me over $400, i'm just glad I found this out before I had them replace my A/C unit!
Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 1/5/15. January 2, 2015*** *** ***@cleveland.Revdex.com.orgRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115RE: Complaint No*** to RevDex.comDear ***,This letter will serve as the written response to your complaint dated 12/24/14.Response:After investigation into these service calls the customer has mistakenly assumed both service techs were the sameIt isnoted in our system that *** was the tech in question and NOT *** is the most requested tech on our staffof peopleThis would be a first time complaint for himThis being said, *** assured me that the job was done toperfection.We feel we have done nothing wrong in this case as the complaint noted in this letter is inaccurate by mistake anddocumented as suchWe also feel this is not an issue for the Revdex.com or in its criteria to be.We can offer a free service call, but I am not sure she would acceptWe are sorry this happened, but have already takensteps to insure this never happens again and technically it has not.Please advise if Ms*** will accept our offer as no cash refund will be offered because she had purchased ourcoupon through a third party vendor.Thank you in advance, *** ***Sal’s Heating and Cooling, inc.(440) 582-
Consumer sent the following rebuttal:This is so frustrating…I requested the breakdown before they did the work and was told “yes” it could be done. Then after the work was completed, I was told “no, they do not give breakdowns.” As I continued to call to request the breakdown, I continued to get conflicting responses. One person told me that Sal does not give a breakdown; whereas, another person told me that they do it all the time for insurance purposes. I am just really confused and frustrated because this is holding up my insurance claim. And again, had I known this upfront I could have called around and got another plumbing company. Regarding their response…I called numerous times (at least 5 – 6 times). My insurance company has called about 5 times (since February 25th) and no one returns her calls. Finally I was told that they would give the information to the insurance company, but not to me; therefore, I called them back with the insurance company’s phone number. Still nothing! I can’t image that this is not a common request from an insurance company. I called them again this morning and gave them my insurance name and phone number again. Thank you, [redacted]
This letter will serve as the written response to your complaint dated 3/11/15.Response:I have been fully briefed on this situation. The problem Ms. [redacted] called us about was completely addressed in aprofessional manner. She did not have heat when we arrived, but had heat when we left. She...
called the office with thesmell of gas. We made the appointment, per her agreement. We called in upwards of 3-5 times. Once it wasconvenient for Ms. [redacted] to return the phone cali, it was well after hours. We explained there would be additionalfees as we were now on an on call basis. She stated she was not paying us another cent. We offered her to call the gascompany because she smelled gas. We returned the next day, rechecked the furnace, relit the pilot, and found no gassmell. No one was ever in danger. I believe sometimes the older models give off a gas smell. The only reason we weretaken aback was because of some of the comments and descriptions, pardon the unprofessional description of that "wewere all a bunch of buttholes”, may have caused us to react in disbelief, but we never laughed. We stand behind ourworkmanship that is why we returned the next day at no charge. A refund can’t be given just because we didn't comewhen it was convenient for Ms. [redacted]. Please accept my apology for the inconvenience, but l do believe it wasbrought on with her own admissions to not answering the telephone. Hopefully this matter is closed as we believe thefurnace is working properly at this time.Thank you in advance, [redacted]President & CEOSal's Heating and Cooling, lnc.[redacted]
I have reviewed the response made by the business in reference to complaint ID 12388572, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
Regards,
Ebony Beachum
This letter will serve as the written response to your complaint dated 3/23/15. Response:Mr. [redacted] called us to service his whole house humidifier that had stopped working. It was determined that he needed a new solenoid valve. He admits in his complaint that he tried to install...
the defective part, that he ordered online, himself. Regardless of what transpired afterwards, once he tried to replace the part himself it voided his warranty. This is an [redacted] warranty and their language states that any repairs must be made by an authorized representative to keep the warranty in force. Mr. [redacted] handcuffed us by doing this service himself and [redacted] and Sal’s must protect ourselves from amateurs and unfortunately enforce this clause. Doing it yourself has its own penalties. Mr. [redacted]’s decision to replace the part on his own voided his warranty. There is nothing we can do to put his warranty back in place, other than the option to purchase an entire new humidifier.We did offer Mr. [redacted] to provide us with the original solenoid valve, return his [redacted] purchased solenoid valve for credit, and we would credit $35 toward the cost of our coming out to repair his humidifier. This was not acceptable. Mr. [redacted] was not charged a “penalty service fee”. Sal’s charges a $50 service call and minimum $45 to diagnose the repair for the first half hour of service. Seeing that Mr. [redacted] voided his warranty, he was then responsible for paying this service call and $45 to determine the problem and repair. I apologize that Mr. [redacted] encountered these issues. It is always advisable to hire a professional to do services of this nature to be protected against manufacture defects.Thank you in advance,[redacted]President & CEOSal’s Heating and Cooling, Inc.[redacted]
In order to do a pressure test, the unit would have had to be completely empty. Seeing as the unit was only 1 lb low on refrigerant, a dye test was conducted. If we would have evacuated the system, it would have been much more costly as we would have had to recharge the entire system when completed. Therefore, we chose the more economical route of doing the dye test.
This letter will serve as the written response to your complaint dated 5/11/15.Response:Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the followingmatter.Ms [redacted] called Sal’s Heating and Cooling on April 27, with a "no heat” complaint requesting serviceMs***’s furnacewas installed August 5, According to our records, Ms [redacted] stated that she lost power the morning of April 25, Ourdiagnosis and repair was that a transformer blew on her panel box, which is not equipment Sal’s Heating and Cooling providesThisequipment would not be covered under warrantyHer furnace ran all winter from the install of August 5, up until the poweroutage of April 25, Ms***’s transformer/panel is what caused the issue with her furnace, not any part of the installationby Sal's Heating and Coolingl have attached the service ticket which stated "bad breaking power to furnace, took transformer outof circuit, system running properly at this time.” The issue was not with the furnace, but with the transformer which is completelyseparate from our installationThis is no fault of Sal’s Heating and Cooling or its techniciansMs [redacted] should be grateful that wedetermined her problem instead of complaining of an unrelated issue of service performance previously.We apologize for the inconvenience Ms [redacted] received, but the issue was with her transformer and therefore we are unable tooffer any type of refund.Thank you in advance, [redacted] President & CEO Sal's Heating and Cooling, Inc[redacted]
I am attaching a copy of the service sticker that is on my furnace As can clearly be seen, [redacted] WAS the tech on 12-12- And I know for a fact that I had my chemotherapy in 2011!!! That was why I didn't appreciate a stranger using my bathroom As the sticker shows, on 12-7-*** did the complimentary cleaning that was offered by a letter from Mr [redacted] after I talked to him on the phone.I do not feel my letter was "inaccurate" and I noticed that the sarcasm and rudeness of [redacted] was not mentioned in Mr [redacted] 's letter Furthermore, I don't consider that the job was "done to perfection." After I submitted my initial complaint, I found screws on the floor by the furnace as well as a piece of metal I am also attaching a picture of those parts
This letter will serve as the written response to your complaint dated 3/23/Response:Mr [redacted] called us to service his whole house humidifier that had stopped working It was determined that he needed a new solenoid valve He admits in his complaint that he tried to install the defective part, that he ordered online, himself Regardless of what transpired afterwards, once he tried to replace the part himself it voided his warranty This is an [redacted] warranty and their language states that any repairs must be made by an authorized representative to keep the warranty in force Mr [redacted] handcuffed us by doing this service himself and [redacted] and Sal’s must protect ourselves from amateurs and unfortunately enforce this clause Doing it yourself has its own penalties Mr [redacted] ’s decision to replace the part on his own voided his warranty There is nothing we can do to put his warranty back in place, other than the option to purchase an entire new humidifier.We did offer Mr [redacted] to provide us with the original solenoid valve, return his [redacted] purchased solenoid valve for credit, and we would credit $toward the cost of our coming out to repair his humidifier This was not acceptable Mr [redacted] was not charged a “penalty service fee”Sal’s charges a $service call and minimum $to diagnose the repair for the first half hour of serviceSeeing that Mr [redacted] voided his warranty, he was then responsible for paying this service call and $to determine the problem and repairI apologize that Mr [redacted] encountered these issues It is always advisable to hire a professional to do services of this nature to be protected against manufacture defects.Thank you in advance, [redacted] President & CEOSal’s Heating and Cooling, Inc[redacted]
It seems as though he's having a hard time comprehending the proof that [redacted] was at my house in and as the sticker proves All he can talk about is [redacted] being his most requested technician but he doesn't address [redacted] 's rudeness to me or the parts of my furnace that I found on the floor I'm finished wasting my time and yours Thank you for your help
Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 2/9/15.February 3, [redacted] @cleveland.Revdex.com.orgRevdex.com, lncEuclid Avenue, 4th FloorCleveland, OH 44115RE: Complaint No [redacted] to RevDex.comDear [redacted] ,This letter will serve as the written response to your complaint dated 1/29/2015.Response:Under the Rheem Water Heater warranty that is in place from the April installation, there is a year laborwarranty and year part warrantyWe have honored the terms of this warrantyUpon review of the service tickets andspeaking to our service technicians that were involved with servicing the equipment, we have determined that onlylabor was charged for repairs to the hot water tankAny parts that were invoiced were for the service to the customersfurnace, not their hot water heaterThank you in advance, [redacted] Sal’s Heating and Cooling, Inc.(440) 582-
This letter will serve as the written response to your complaint dated 5/26/15.Response:Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the followingmatter.Mr [redacted] said it all in the first sentence of his response, "I am not a Furnace repair technician"The blink codes gave the technician what was wrong with Mr [redacted] 's furnaceA "temporary" part was put in so that Mr [redacted] and his wife would have heat for the evening This was not a permanent fix and it was noted on his service ticket that this was "Temporary" until we could return with the part and provide pricing for the repairWhen the temporary pressure switch was installed, the furnace beganworking again Why would you continued to "diagnose" a furnace when the code the lights gave and installation of the temporaryapart fixed the issue at that time? Did Mr [redacted] want to pay additional overtime rates for the techician to further look at hisfurnace when the problem was corrected? Mr [redacted] would have certainly added the amount of time it took diagnosing hisfurnace as an additional complaint saying it was not needed had our service technician continued to look at his furnace Mr [redacted] is incorrect in stating that parts were just "thrown" at his furnace until it was fixed The valve fixed the issues from February, by Mr[redacted] 's own admission that he had hear for months after that part was replaced A "temporary" pressure switch was installedthe second time which again gave Mr [redacted] heat Mr [redacted] is stating the gas valve was not the issue, yet in his response hestates "The gas valve fixed nothing, once power is removed from the furnace it will restart and will continue to run for any length oftime." So how can he say that the gas valve that was "reinstalled" was never defective as his own words state the furnace willcontinue to run for any length of time?Several factors are figured into our pricing that Mr [redacted] is not aware of We do not price gouge We go by the internationalStandard Pricing Guide and remain competitive and fair Price is not a Revdex.com concern or reason for complaint.Mr [redacted] was so kind to provide a copy of the invoice from [redacted] Coto "show" that our diagnosis was incorrect We took the time to do some research and are unable to locate a license in the State of Ohio through the Department ofCommerce for this company Would Mr [redacted] like to provide us with that information and state license number? Our servicetechnicians are trained and certified and Sal's Heating and Cooling is licensed with the State of Ohio (#45678) Is ***, who"serviced" the furnace, or ***, whom [redacted] works for, or are they a couple of side jobbers with no certifications?We still insist and require this complaint not appear or be made public under Sal's Heating and Cooling, nor count against thecompany, as Mr [redacted] did not follow the Revdex.com protocal of working with the company prior to filing a complaint the problem, Mr[redacted] , is you have made several inaccurate statements and by stating we have "nethical business practices" is libelous anduntrue If Mr [redacted] decides to contact the media, we will be more than happy to inform them of his criminal actions Sal'sp.2Heating and Cooling has nothing to hide and stands behind their trained and certified service technicians We have also forwardedMr [redacted] 's account to our attorney for collections and possible defamation and libelous suit Knowing and stopping paymentafter agreement is fraudulent and Sal's Heating and Cooling will seek criminal action and prosecute for theft of services to the fullestextension of the law Mr [redacted] needs to pay his bill We can't refund what was not paid after agreeing to.Thank you in advance, [redacted] President & CEOSal's Heating and Cooling, Inc[redacted]
I have multiple issues with Mr [redacted] 's responseI had told "***" at Sal's on multiple occasions that I was going to replace the solenoid on my own repeatedly on multiple occasions to my initial experience with their tech and their pricing It was never mentioned to me that I would "void" the warranty on the part, nor do I understand how replacing an external, non-repairable part would void the warranty, after sal's original tech had already pronounced the part as being defective If this is the case, I must have already voided the warranty by replacing the filter I paid an initial $charge for initial tech to come out and diagnose part, and I declined service after a poor experience with the tech and improperly explained charges I tried to install part on my own, which I never tried to conceal, and I called back to sal's to have them out to complete work after realizing I couldn't do it myself When I called back to schedule appointment, I talked to ***, apologized and said that replacing the valve proved to be too difficult for me to do, [redacted] then said that since they had already been out, he would waive the service call fees and I would only pay for the labor to fix it, but then when tech comes out, he "discovers" that I actually replaced the part on my own, and now I must pay the service call fee after calling to confirm it with "***" Why was I not told "I'll waive the fees, but you're going to pay for them again as soon as tech comes out"? Sal says " This is an [redacted] warranty and their language states that any repairs must be made by an authorized representative to keep the warranty in force", so I have talked to [redacted] , and they stated that as long as the unit was installed by a licensed contractor, I have a year warranty on the parts I asked them if I had to have a licensed contractor out to service the unit, and they stated that they recommend it, but I don't have to They said that I obviously would not have a warranty on the replacement part I purchased, but the original 5yr warranty on the [redacted] appliance would still be in effect This was told to me by phyllis on the [redacted] support line I even checked my owners manual, and it stated the following:IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE SHALL BE LIMITED IN DURATION TO THE AFORESAID FIVE YEAR PERIODRESEARCH PRODUCTS CORPORATION’S LIABILITY FOR INCIDENTAL OR CONSEQUENTIAL DAMAGES, OTHER THAN DAMAGES FOR PERSONAL INJURIES, RESULTING FROM ANY BREACH OF THE AFORESAID IMPLIED WARRANTIES OR THE ABOVE LIMITED WARRANTY IS EXPRESSLY EXCLUDEDTHIS LIMITED WARRANTY IS VOID IF DEFECT(S) RESULT FROM FAILURE TO HAVE THIS UNIT INSTALLED BY A QUALIFIED HEATING AND AIR CONDITIONING CONTRACTORIF THE LIMITED WARRANTY IS VOID DUE TO FAILURE TO USE A QUALIFIED CONTRACTIt specifically says "Failure to have this unit installed" It does not say "failure to have this unit serviced"It also says the following: [redacted] ’s exclusive obligation under this warranty shall be to supply, without charge, a replacement for any part of the humidifier which is found to be defective within such five (5) year period and which is returned not later than thirty (30) days after said five (5) year period by you to either your original supplier or to [redacted] , [redacted] ***, together with the model number and installation date of the humidifierIf the warranty is void if not serviced by a licensed contract, why does the warranty specifically state that *I [redacted] can send the defective parts to [redacted] ? Why doesn't it say "parts may only be sent to [redacted] by original installer"? This:"We did offer Mr [redacted] to provide us with the original solenoid valve, return his Amazon purchased solenoid valve for credit, and we would credit $toward the cost of our coming out to repair his humidifier This was not acceptable"never happened I was never offered any deal of the kind The last contact I had with Sal's is talking to ***, voicing my dissatisfaction with the bait and switch tactics, he then told me that he would "talk it over with sal" and call me back, to which he NEVER DID
I am not a Furnace repair technicianHowever, I do repair electronic equipment which also
uses blink codes to diagnose a problem
The blink codes are a tool used to help locate the problem and are not an infallible troubleshooting techniqueThey
are meant to be used to aid the technician in the repair of whatever he is
working on and are not a substitute for a
technicians ability to logically
troubleshoot and repair the equipment
If the blink codes were as God like as
*** thinks they are, then anyone could download a service manual off the
internet look at the blink code and attempt to make a repairNotice I said
"attempt"Just because a blink code says the problem is one thing,
it is not necessarily soAnybody can throw parts at something until they fix itThat's what happened in my caseThe
first technician threw a $valve at
the furnace and the second technician wanted to throw a limit switch at it the
next timeNeither of those parts were what was wrong with my furnaceCan
someone fix a furnace by using blink codes? SureEven a blind squirrel finds
an acorn once in a whileBy the way ***, what blink codes were flashing for
the first technician? He didn't make a note of it on the invoiceI doubt that
he even looked to see if there was a blink codeWhat tests did he perform to
determine that the valve was defective?
The gas valve fixed nothingonce power is removed from the
furnace it will restart and will continue to run for any length of timeafter
the valve was replaced it did run for just under two monthsWhen it stopped I
could restart it by turning off the switch on the side of the furnaceI told
that to the second techI also told him the pressure switch was replaced a year
and a half ago, but he insisted that was the problemHe too was mistakenThe
problem with my furnace was fixed my another company and the old valve was
tested and reinstalledThe furnace is working perfectly
Sorry ***, a 546% markup on a $part IS gougingIf
your competitors are charging the same amount then they are gouging as well
Maybe the Revdex.com should check into that as well
Unlike Mr***, I INSIST
that this complaint be made publicIf you think you did everything
right in this case *** then what's the problem? People should be able to see
how exorbitant your markup is, how
inadequate your warranties are and your customer service techniqueIf The Revdex.com does
not make this complaint public I will contact the media and ask them to investigate
I also intend to contact *** and inform them of the kind of service I have
received from one of their so called
"Authorized Service Centers" and of their unethical business
practices
*** ***
This letter will serve as the written response to your complaint dated 5/11/15.Response:Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the followingmatter.l am going to start out by saying that all of our technicians are trained and certified and are very knowledgeable in diagnosing andrepairing HVAC equipmentMr*** and his wife both mentioned that the furnace was behaving in the same manner as it didwhen we went out on February 26, However, the furnace itself provided the diagnosis code when we returned on April 22,The flashing lights provide a diagnosis code for the technicianis Mr*** stating that his furnace ignored his self-diagnosisas well? If we relied on what every homeowner told us what they "diagnosed" the problem to be, it would be very expensive forthem and we would not be considered a very reputable company nor be in business very longThey called a professional andcertified technician to come make the repairs as they know what to look for and make the necessary repairsMr*** isincorrect in stating the gas valve did not correct the original problem as Mr*** had heat for two monthsif the gas valve hadnot been the correct diagnosis, he would not have had heat before this timeMr*** needs to understand that several factorsare figured in the price of our parts and serviceWe are not in the practice of "gouging" as he statedWe actually are verycompetitively priced with other HVAC companiesMr*** paid for and signed the service ticket that he was satisfied with thework performed in February, so he clearly did not have any problems at that timeMr*** at no time during the office staffsconversation with him mentioned that the furnace stopped working the next morning and he called another companyinstead, Mr.*** stated he issued the “stop pay” first thing the next morning because he felt “ripped off”Therefore, Mr*** still owesSal’s Heating and Cooling $for service and $for "stop payment” feesSeeing Mr*** has stated he is not going to payus the $he owes, he is being forwarded to collectionsJust a reminder, writing a check knowing you will immediately issue a"stop payment” is illegalWe will not be issuing any refunds or credits on either of the invoices.We still insist and require this complaint not appear or be made public under Sal's Heating and Cooling, nor count against thecompany, as Mr*** did not follow the Revdex.com protocol of working with the company prior to filing a complaint.Thank you in advance, *** ***President & CEOSai’s Heating and Cooling, Inc.*** ***
This letter will serve as the written response to your complaint dated 4/27/15.Response:Mr*** seems to be leaving out several pieces of the puzzle in his complaint.On February 26, our service technician was dispatched to Mr***'s home for a “no heat call”The servicetechnician
looked over the furnace and found a gas valve was sticking in the closed position preventing gas to flowproperly to burnerThe service technician replaced the gas valve, cleaned the flame sensor, and checked the operationof the furnace, which was working properly when he leftOn Aprii 22, Mr***’s wife called in another "noheat” caliThe call came in after our working hoursWhen Mrs***’s was told it would cost $for theservice charge to come out and take a look at it, she asked, "Even if it's for the same thing? lt’s been less than twomonths.”There is a day warranty period on service workThe warranty period would have been over as of March26thAfter the office staff talked to ***, the message was relayed to Mrs*** that we would work with her if it wasindeed for the same reasonShe was very appreciative and scheduled for our service technician to come out thateveningWhen the service technician arrived at the *** residence, he found the furnace ?ash code showing low firepressure and the pressure switch was not operating properlyThis was the code the furnace itself reportedBeforedoing any work, the service technician explained to Mr*** what needed to be done and Mr*** signed theservice ticket agreeing to the service call rates and to pay in full for the service call and labor (see attached)The servicetechnician then put a temporary pressure switch in to give the ***’s heat and told them he would get a price on thepart and labor to repair the furnaceSeeing that the furnace showed the repair was a limit switch, the repair was notthe same as back in February and therefore was not a warranty issue, which was previously explained, agreed to, andcon?rmed by Mrs***The ***’s were called on Friday, Aprii 24th, when the bank informed the office a stoppayment was made on the check that was written and refused to accept itMrs*** admitted to putting the stoppayment on the check the next morning after our service technician had been there and gave the office staff herhusband’s cell phone numberA message was left that day for Mr*** to call back regarding the check andpaymentAnother call was placed on April 28th when Mr*** had not returned the callHe called back later thatafternoon when the message stated he would be sent to collections if payment wasn’t made- During that conversationhe admitted that he had no issues from the time the gas valve was put in back in February until the pressure switch issuein ApriiTherefore his claim the first technician misdiagnosed the repair is unfounded as the furnace worked properlyfor just short of monthsMr*** seems to neglect to inform the Revdex.com that he wrote a check for the repairs on April22nd knowing full well he was going to place a stop payment on that check the very next morning, which is illegal andconsidered fraudWhen he was asked about putting the stop pay on the check he said he called the bank the nextp.2morning and put a stop payment on it because he felt he was ripped offAt no point in that conversation did hemention that the furnace stopped working again nor did he notify us of such He also admitted he put the stop paymenton the check before having another company come out and look at the furnace Mr*** also told the office staffthat he filed a complaint, which goes against the policy of the Revdex.com where the consumer is to work with the companyprior to filing a complaint.No Refund will be given as the first repair corrected the no heat issue and Mr *** put a stop payment on the checkfor the second service call Mr*** owes Sal's Heating and Cooling $(@for the service call on Aril 22,and a $returned check fee).We also insist and require this complaint not appear or be made public under Sal's Heating and Cooling, nor count against the company, as Mr*** did not follow the Revdex.com protocol of working with the company prior to filinga complaint.Thank you in advance,*** ***President & CEOSal's Heating and Cooling, Inc.*** ***
When the second technician arrived to check the furnace I
informed him that the furnace was behaving in the same manner when we first
contacted Sal'sI also advised *** of the same thing the day he called me
wanting to schedule someone to replace the low pressure switchAs I explained
to *** and the tech, the pressure switch had been replaced a year and a half
agoApparently, what I was saying didnt matter to either of themThe gas
valve they installed did not correct the original problemThe pressure switch
they temped in did not correct the problem either since the furnace had gone
out again So, at this point I had a
gas valve I did'nt need in my furnaceI had another company check the
furnaceThey found a partially blocked chimney pipe and cleaned a sensorI was
told the old valve was good, so it was reinstalled in the furnace and it is
working normallyAny wonder why I am reluctant to talk to Sal's about anything? And I found out something elseI was charged
$for a gas valve that can be bought by a HVAC technician at a Hvac parts
distributor (not online sales) for approximately $I understand a company
has to make a profit in order to stay in business, but a markup of 546% ! I
really would like to hear your explanation for that Sal(Gouging?)
Regarding Sal's request to the Revdex.com that this complaint not
be made publicI INSIST that it is made publicThe public needs to be able to
see the type of work Sal's performs, his inadequate warranty and his pricing
policyTo hide this from the public would be just wrong
This letter will serve as the written response to your complaint dated 4/ 1/ 15.Response:Again, Mr*** called us to service his whole house humidifier that had stopped workingIt was determined thathe needed a new solenoid valveHe admits in his complaint that he tried to install the defective part, that he orderedonline, himself. After speaking with our Aprilaire representative, we were told ”Technically the warranty on the valve would not bethere if the service wasn't done by a dealerRegardless, the homeowner wouid need to go back through their place ofpurchase to handle the replacement of any warranty parts.”This being said, Mr*** would need to return his part to *** and pay us to fix it.We would be more than happy to extend our original offer to Mr*** which was communicated to him by ***after talking with ***Mr*** would need to provide us with the original solenoid valve, return his ***purchased solenoid valve for credit, and we would credit $toward the cost of our coming out to repair his humidifier.Again, I apologize that Mr*** has encountered issues regarding this service.Thank you in advance,*** *** President & CEO Sal's Heating and Cooling, Inc.*** ***
Business responded to complaintSee attached.Business response copied and pasted below by Revdex.com staff 3/9/15.March 6, 2015RE: Complaint No*** to Revdex.comDear ***,This letter will serve as the written response to your complaint dated 3/3/15.Response:It is not our policy to not
break down our invoicesWe typically offer a flat rate to our customers that covers all aspectsof the jobI am unaware of any contact by Ms***’s insurance company in contacting usPlease provide theinsurance information or have the insurance company contact *** *** in our office directly so that she can talk tothem regarding the insurance claim.Thank you in advance, *** *** President & CEOSal’s Heating and Cooling, Inc. *** ***
At this point, it's obvious to me that Sal's heating and cooling will continue to sidestep my complaints:Manager *** never informed me that me replacing solenoid would void warranty, which the warranty itself does not say, even after repeatedly telling him that I was going to replace it Manager *** even offered advice on how to replace itManager *** told me that additional service fees would be waived on second visit due to previous diagnostic trip, only to find out that they WERE going to be charged because I replaced solenoid on my own, even when, again, Manager *** was told repeatedly that I had attempted to replace itSal's heating and cooling continues to state $was offered to me, when no such offer was made.So please close this case, it's obvious to me that I made a poor choice in contractors which cost me over $400, i'm just glad I found this out before I had them replace my A/C unit!
Business responded to complaint See attached.Business response also copied and pasted below by Revdex.com staff 1/5/15. January 2, 2015*** *** ***@cleveland.Revdex.com.orgRevdex.com, IncEuclid Avenue, 4th FloorCleveland, OH 44115RE: Complaint No*** to RevDex.comDear ***,This letter will serve as the written response to your complaint dated 12/24/14.Response:After investigation into these service calls the customer has mistakenly assumed both service techs were the sameIt isnoted in our system that *** was the tech in question and NOT *** is the most requested tech on our staffof peopleThis would be a first time complaint for himThis being said, *** assured me that the job was done toperfection.We feel we have done nothing wrong in this case as the complaint noted in this letter is inaccurate by mistake anddocumented as suchWe also feel this is not an issue for the Revdex.com or in its criteria to be.We can offer a free service call, but I am not sure she would acceptWe are sorry this happened, but have already takensteps to insure this never happens again and technically it has not.Please advise if Ms*** will accept our offer as no cash refund will be offered because she had purchased ourcoupon through a third party vendor.Thank you in advance, *** ***Sal’s Heating and Cooling, inc.(440) 582-
Consumer sent the following rebuttal:This is so frustrating…I requested the breakdown before they did the work and was told “yes” it could be done. Then after the work was completed, I was told “no, they do not give breakdowns.” As I continued to call to request the breakdown, I continued to get conflicting responses. One person told me that Sal does not give a breakdown; whereas, another person told me that they do it all the time for insurance purposes. I am just really confused and frustrated because this is holding up my insurance claim. And again, had I known this upfront I could have called around and got another plumbing company. Regarding their response…I called numerous times (at least 5 – 6 times). My insurance company has called about 5 times (since February 25th) and no one returns her calls. Finally I was told that they would give the information to the insurance company, but not to me; therefore, I called them back with the insurance company’s phone number. Still nothing! I can’t image that this is not a common request from an insurance company. I called them again this morning and gave them my insurance name and phone number again. Thank you, [redacted]
This letter will serve as the written response to your complaint dated 3/11/15.Response:I have been fully briefed on this situation. The problem Ms. [redacted] called us about was completely addressed in aprofessional manner. She did not have heat when we arrived, but had heat when we left. She...
called the office with thesmell of gas. We made the appointment, per her agreement. We called in upwards of 3-5 times. Once it wasconvenient for Ms. [redacted] to return the phone cali, it was well after hours. We explained there would be additionalfees as we were now on an on call basis. She stated she was not paying us another cent. We offered her to call the gascompany because she smelled gas. We returned the next day, rechecked the furnace, relit the pilot, and found no gassmell. No one was ever in danger. I believe sometimes the older models give off a gas smell. The only reason we weretaken aback was because of some of the comments and descriptions, pardon the unprofessional description of that "wewere all a bunch of buttholes”, may have caused us to react in disbelief, but we never laughed. We stand behind ourworkmanship that is why we returned the next day at no charge. A refund can’t be given just because we didn't comewhen it was convenient for Ms. [redacted]. Please accept my apology for the inconvenience, but l do believe it wasbrought on with her own admissions to not answering the telephone. Hopefully this matter is closed as we believe thefurnace is working properly at this time.Thank you in advance, [redacted]President & CEOSal's Heating and Cooling, lnc.[redacted]
I have reviewed the response made by the business in reference to complaint ID 12388572, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear
Regards,
Ebony Beachum
This letter will serve as the written response to your complaint dated 3/23/15. Response:Mr. [redacted] called us to service his whole house humidifier that had stopped working. It was determined that he needed a new solenoid valve. He admits in his complaint that he tried to install...
the defective part, that he ordered online, himself. Regardless of what transpired afterwards, once he tried to replace the part himself it voided his warranty. This is an [redacted] warranty and their language states that any repairs must be made by an authorized representative to keep the warranty in force. Mr. [redacted] handcuffed us by doing this service himself and [redacted] and Sal’s must protect ourselves from amateurs and unfortunately enforce this clause. Doing it yourself has its own penalties. Mr. [redacted]’s decision to replace the part on his own voided his warranty. There is nothing we can do to put his warranty back in place, other than the option to purchase an entire new humidifier.We did offer Mr. [redacted] to provide us with the original solenoid valve, return his [redacted] purchased solenoid valve for credit, and we would credit $35 toward the cost of our coming out to repair his humidifier. This was not acceptable. Mr. [redacted] was not charged a “penalty service fee”. Sal’s charges a $50 service call and minimum $45 to diagnose the repair for the first half hour of service. Seeing that Mr. [redacted] voided his warranty, he was then responsible for paying this service call and $45 to determine the problem and repair. I apologize that Mr. [redacted] encountered these issues. It is always advisable to hire a professional to do services of this nature to be protected against manufacture defects.Thank you in advance,[redacted]President & CEOSal’s Heating and Cooling, Inc.[redacted]
In order to do a pressure test, the unit would have had to be completely empty. Seeing as the unit was only 1 lb low on refrigerant, a dye test was conducted. If we would have evacuated the system, it would have been much more costly as we would have had to recharge the entire system when completed. Therefore, we chose the more economical route of doing the dye test.