Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. [redacted] states in his response, "We offered to return to check to see if it was the gas valve at no cost." I accepted this offer, this appointment was scheduled, my mother was waiting at the house for a technician. It was Mr. [redacted] who "seesawed"and went back on this offer by cancelling the appointment without notifying me. During our phone call, [redacted] stated that the appointment had been cancelled because he relayed to the owner that we were comparison shopping for a new unit. The owner, Mr. [redacted], said he would not send someone out for free if we weren't going to use them to replace the furnace. Mr. [redacted] stated that the appointment "may have gotten cancelled in our system" due to my alleged "seesawing". So who is telling the truth, [redacted] or Mr. [redacted]? Furthermore Mr. [redacted] states he was not "retaliating" by cancelling the appointment but this act is the precise definition of retaliation. He also states "[redacted]'s shift starts at 9:00 a.m. He was at a medical appointment at the
time of Ms. [redacted]'s call." When I called that morning to check when the technician would be arriving, the receptionist stated that [redacted] was in a meeting and she would see if he was available. [redacted] came to the phone and he also stated he had been in a meeting that morning and that was the reason he was unable to call me. [redacted] was in the building at 9 a.m. as usual in a meeting and I spoke to him when I called around 11am. He was not at a medical appointment as Mr. [redacted] states. If he was, how was I able to speak to him when I called? [redacted] simply did not make time to make the call to me to inform me of the cancelled appointment as he should have. The discrepancy in this detail is further evidence of this business's dishonesty and lack of concern for its customers. It is an inconsequential detail, but the technician told us that the furnace was a little over 20 years old, yet Mr. [redacted] exaggerates and states it is 30 years old. Another detail that is not truthful on Mr. [redacted]'s part. Bottom line, in Mr. [redacted]'s own statement he attests, "We offered to return to check to see if it was the gas valve at no cost." I accepted this offer and his business did not stand by this promise.Due to the business's slow response to our complaint, we have since replaced the furnace unit. The gas valve was removed before the furnace was disposed of. I have the part in the original box. Since the business failed to comply with my original request, at this juncture, I would ask to return the part, and for a refund for the part and the service to install said part in the total amount of $375.84.
Regards,
[redacted]
I have multiple issues with Mr. [redacted]'s response.1. I had told "[redacted]" 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. 2. I paid an initial $118 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 [redacted], 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 "[redacted]". 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"? 3. 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 5 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 PERIOD. RESEARCH 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 EXCLUDED. THIS
LIMITED WARRANTY IS VOID IF DEFECT(S) RESULT FROM FAILURE TO HAVE THIS UNIT
INSTALLED BY A QUALIFIED HEATING AND AIR CONDITIONING CONTRACTOR. IF 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* can send the defective parts to [redacted]? Why doesn't it say "parts may only be sent to [redacted] by original installer"? 3. 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 $35 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 [redacted], 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.
Business sent the following response. See attached.Business response also copied and pasted below by Revdex.com staff 1/14/15.January 14, 2015[redacted] [redacted]@cleveland.Revdex.com.orgRevdex.com, lnc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115RE: Complaint No. [redacted] to Revdex.comDear [redacted],This letter will serve as the written response to the complaint response dated 1/8/15.Response:As was stated in the previous response, [redacted] is the most requested tech on our staff of 58 people. This would be afirst time complaint for him. The account has been noted that he is not to return to this location.Again, we are sorry this happened and have taken the steps to insure it does not happen again. Our offer of a freeservice call still stands. No cash refund will be offered because Ms. [redacted] had purchased our coupon through a thirdparty vendor.Please advise if our offer is accepted.Thank you in advance, [redacted]Sal’s Heating and Cooling, Inc.(440) 522-4748.
This letter will serve as the written response to your complaint dated 11/10/15. Response:
[redacted] Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. Mr....
[redacted], I am sorry you and we are having a problem with your one year old [redacted] unit. I have NOT dropped the ball with your services and have responded to all of your concerns. Our responsibility as a contractor has been met, honoring and fixing this unit inside the first year and now that is over. Your issue is with [redacted]. Everything about [redacted]'s stance you have written is completely contradicting their policy. The parts replaced were a contactor, capacitor, and short in a wire and are common inexpensive replacement parts and in NO WAY will justify a unit replacement. We enclosed copies of the service tickets and, as you can see, we honored the warranty and this unit is fully functioning. With any mechanical device there is risk of repairs, but the warranty is one year parts and labor, period. [redacted] doesn't care and they offer no extension to a warranty, never have and never will. They corner the market with this equipment and offer the bare minimum. They will not do anything for you and no claim will be answered as theirs and our responsibilities have been met. We at Sal's Heating and Cooling have absorbed these expenses to repair this piece of equipment, not [redacted] or the part maker, yet we have the complaint in our lap. The unit is fixed and working and, as was indicated in your complaint, [redacted] will not replace the unit if it is fixed. There is no run around here. We can't do anything more because a customer thinks the problem may persist. Your problem is with [redacted], not Sal's Heating and Cooling, and because of our great reputation, this problem has been fixed and addressed. I apologize again for [redacted]'s manufacturing and quality issues, but Sal's Heating and Cooling repaired the [redacted] failures and honored our responsibility. Thank you, [redacted] President & CEO Sal's Heating and Cooling, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke with a representative from [redacted] who I asked about why I was charged the extra service charge when I felt that the complete install (which would have included a thermostat, but I opted to keep my [redacted]), the installers didn't inspect the installed [redacted]/wires. Even when the initial tech came out, he refused to listen to what I had already diagnosed and instead charged me money. When I spoke with [redacted], after the initial complaint, he sent his experienced tech who corrected the issue. So far, there have not been additional issues with the unit. I want to say thank you to [redacted] for finally getting the right person out there to fix the issue with the installation of the A/C.The remaining issue which I have yet to get an answer on is the added service charge. If an assumption was made by the installers rather than checking the thermostat, and even after I explained it on the phone and in detail to the initial inexperienced tech, I'm wondering if that service charge was appropriate.
Regards,
[redacted], M.D.
I have personally looked into this mater and here is the true series of events. We don't have an answering service as we are 24/7 and this person called my tech on call screaming at them on the weekend. She only decided to wait because she thought it may be free on Monday. 1st thing Monday morning...
after the busy weekend we were at her door. This unit is over a year old no maintenance was done which should be done yearly to remove any dried up debris from the year prior. This WAS NOT done. Little debris causes big problems and this drain was clogged solid causing water to leak everywhere shorting out the circuit board which is not a warranty issue due to water damage an lack of maintenance and negligence. Pretty clear in the manual. I am grateful the other company will commit fraud for you to get it fixed for free but once the manufacture inspects this board they will find this was water damage and deny the claim. I have instructed Rich to call you and waive the service call charges that are clearly due. I will not have a customer try to smear our good name when they are having a tantrum because we are following the rules and feel they are entitled for my company and the manufacture to pick up the tab on their mistake. Sorry some customers are worth letting go. Good luck! Sal
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Sal's response to my situation is to do nothing for me. Below is my rebuttal to his response.
In regards to Sal’s letter on 7/8/17, let me respond to some of his claims. First, the price paid should not affect the performance of the unit, however I paid $6,000 not $5,000. Sal did not give me the price of the unit out of the kindness of his heart; but only to beat [redacted], who quoted a 3 ton 17 [redacted] Gold Series A/C unit that was only $90 more, not the $9,000 he claimed it costs. If Sal couldn’t put in a properly cooling unit for the price he agreed upon he never should have took the job; instead of trying to pass off closeout equipment on unsuspecting customers in order to increase his profit. That 20 [redacted] he tried to give me was a 5 ton unit!, how can a reputable “Comfort Care” dealer justify installing a 5 ton unit then replacing it with a 2 ton unit, and then claim it is not undersized. He saw my windows, which are newer vinyl ones, and knew I had 1960’s insulation, during his initial estimate, and never once said that I needed to “remodel” my house in order to have a proper functioning A/C unit. No other company that came and gave me an estimate recommended a unit smaller than 2.5 tons; Sal has to ask himself, are all these six reputable HVAC companies wrong or did he make a wrong calculation. Originally Sal’s quoted me a 2.5 ton unit, then when I went to his office he changed it to 2 tons without stepping foot in my house and taking into consideration my window size and insulation, which are variables any HVAC company takes into consideration when properly sizing an A/C unit. I now regret not going with [redacted], but chose Sal’s based on my brothers recommendation (He installed a furnace and A/C for him and he was satisfied with the results) and the fact that he is highly rated by both [redacted] and the Revdex.com; which makes me so surprised that he would not stand behind his work, and at least try if a 2.5 or 3 ton unit would rectify my problem. Instead of taking my money and leaving me in a lurch with an A/C unit that runs all day, like some fly-by-night company. As for his remark that “it was all about the price” and accusing me of not wanting to spend money on my house, then why would I purchase high end [redacted] equipment, which Sal boast is the top of the line, instead of much cheaper brands that he and others carry that would have cost me less. I take pride in my house and always use quality parts and trusted brands, and never take short cuts based on cost. His smear tactic of calling me a “problem customer” and “complainer”, show what little regard he has for his customer’s satisfaction, since I’m only complaining about the big problem Sal’s left me and refuses to try to solve. My complaint is not with the workers or their workmanship, I’m just shocked that a reputable company would leave such a glaring problem unresolved. I’m just asking him to do the right thing, and stand by his reputation.
Regards,
[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 12-12-11. 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 12-7-12 [redacted] 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 2 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 7/13/15.
Response:
Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter.
Ms. [redacted] purchased a [redacted] voucher for an air...
conditioner clean and check. She was advised, as all of our customers using third party vouchers are, at the time of placing the service call that she would need to print out her [redacted] voucher to give to the service technician as her form of payment. Our service technician went to Ms. [redacted]’ home on June 10, 2015. Ms. [redacted] did not print the coupon and was unable to give the service technician the [redacted] voucher number and therefore wrote a post dated check for the amount of $75.55 for service that day with the understanding that she would provide us with the [redacted] voucher number. It is our policy that our service technicians are not to leave a job until they have received payment. It was Ms. [redacted]'s decision to write us a post dated check as she had not provided the [redacted] voucher as payment. Ms. [redacted]'s check was inadvertently cashed on June 12, 2015. Ms. [redacted] called our office to notify us that we redeemed the [redacted] voucher and cashed her check. We let Ms. [redacted] know that we would be refunding her the amount of her check and that it takes time to process. There are certain steps that need to be followed to process a refund. Ms. [redacted] called again and was informed that the refund was being processed and would be mailed out the following Tuesday, July 8, 2015. Ms. [redacted] then submitted a Revdex.com Complaint AFTER we had processed and mailed her check and, it appears, after cashing the check. I have attached a copy of the check showing she received and cashed it. We had placed a call to Ms. [redacted] the afternoon of Friday, July 10, 2015, to follow up and never received a return call. We left Ms. [redacted] a voicemail stating that if she had not received her check, to please contact us immediately so that we could rectify the situation.
All of this could have been avoided had Ms. [redacted] printed her [redacted] voucher and presented it as payment at the time of service. We are sorry this happened, but when procedures are not followed and we make exceptions to please the customer, you run the chance of a mistake happening. This is clearly the case here.
Thank you in advance,
[redacted] President & CEOSal's Heating and Cooling, Inc.[redacted]
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 furnace. A "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 repair. When 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 2 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] Co. to "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 [redacted], who"serviced" the furnace, or [redacted], 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]
11701 ROYALTON ROAD NORTH ROYALTON, OHIO 44133 440-582-4748 April 26, 2017 [redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 [redacted] RE: Complaint No. [redacted] to Revdex.com Dear [redacted], This...
letter will serve as the written response to your complaint dated 4/14/17. Response: Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. We have contacted [redacted] and have addressed his concerns. Our service technicians checked for leaks before leaving the property. However, when our service technicians returned to address his concerns, a defective fitting was located and repaired. To our knowledge this situation has been taken care of to [redacted]'s satisfaction as we have not heard back from him that he is having any further issues. Thank you, Salvatore S[redacted] - President & Sal's Heating and Cooling, Inc. (440) 582-4748
May 23, 2017 [redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 [redacted]@cleveland.Revdex.com.org RE: Complaint No. [redacted] to Revdex.com Dear [redacted], This letter will serve as the written response to your complaint dated 5/11/17. Response: Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. As was previously stated in our previous responses, the furnace was installed to the same specifications as the original furnace. The blower cabinet is lower than her previous model due to modifications made by the manufacturer. The only other option is to find a custom filter company like [redacted] and have them made to fit. Otherwise, splitting the cost for the filter grill is the best solution we can offer. Unfortunately the ductwork needs further modification and this is no fault of Sal's Heating and Cooling, Inc. but we are still willing to meet half way to please our customer. Please know the offer is for the first year of the install, so if you change your mind and are able to come up with the $200.00, we will honor our solution. Thank you for the purchase and the business. Thank you, Salvatore S[redacted] President & CEO Sal's Heating and Cooling, Inc. (440) 582-4748
Revdex.com:
Again, I appreciate [redacted] sending a tech out to finally get the install of the A/C working as it should have when it was first installed. While I disagree with the policy and process of Sal's. It appears we are now discussing a difference of opinion, expectations and standards of which mine I feel are higher/different than those of the business of its installers. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that we can agree to disagree on the final matter.
Regards,
Dr. [redacted]
Business responded to complaint. See attached.Business response also copied and pasted below by Revdex.com staff 2/9/15.February 3, 2015[redacted]@cleveland.Revdex.com.orgRevdex.com, lnc. 2800 Euclid Avenue, 4th FloorCleveland, OH 44115RE: Complaint No. [redacted] to Better...
Business BureauDear [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 2013 installation, there is a 1 year laborwarranty and 6 year part warranty. We have honored the terms of this warranty. Upon 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 tank. Any parts that were invoiced were for the service to the customersfurnace, not their hot water heater. Thank you in advance,[redacted]Sal’s Heating and Cooling, Inc.(440) 582-4748
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It doesn't sound like Sals is taking responsibility and expects me to pay more
Regards,
[redacted]
It seems as though he's having a hard time comprehending the proof that [redacted] was at my house in 2011 and 2014 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.
[redacted], I need to ask if you even took the time to read what I wrote. None of your claims in this response even come close to what I wrote in my response. Also, Please refer to the invoice that we will be sending to the Revdex.com as requested. It does clearly say found swelled dual capacitor and compressor shorted to ground and inoperable. You said in this response we said you had a bad compressor. Being the reputable company we are, and continue to be, I personally spoke to [redacted] who conducts his business in the same way I do because let’s face it he worked for me for many years. He agreed with me this diagnosis can happen with compressor overload and probably had a chance to cool down before changing the capacitor later on. I also said I was glad your unit was up and running. [redacted] promised me he would call you to explain this so you have a clear understanding of the situation as it is very clear you do not at this point. I never accused [redacted] of performing an improper repair. I certainly don’t LIE and the diagnosis was correct at the time we were there. Please don’t quote me without being accurate to turn this into something it is not. I certainly don’t give other companies a bad name in fact there are at least 10 company’s like [redacted]’s, that have spun off from mine and we are very proud of that fact and support him in every way. My company is very trusted every day, in fact my competitors have us service there overbookings with ease. I won’t even get into my family’s sacrifices to serve the public and customer’s in their immediate time of need or the childhood memories lost because my father was out running service all day and all night. We have been in business for 43 years and you think this one service call defines my company? Accusing me of screwing the little guy? I was a little guy and still am and still have a pricing structure far below industry standards because we take care of the little guy. Shame on you for these accusations that are far beyond an opinion. You have NO idea what I am about or stand for but with this tone I may just take a moment to show you. This is about cash or bash and a refund nothing else. What is the right thing to do? Should you not pay for a service call? Should you not pay for anything? I tell you what I will do for the little guy, give him his refund. You will need to sign a waiver to get it because of your threats and unprofessional tone in this email. It promises that you will not bash my company publicly in any form. If you do I will take action and to be honest I have not decided not to do that at this point which there are many libelous statements here and it is unclear if you even realize this. Also, It is for the best for you not to recommend our company to your friends because they tend to have the same mind set and who needs another problem like this all over less than $200 bucks. If you ask me it is the customers who should be government regulated especially when it comes to the internet they think they can do whatever they want and I have proven many times in a government court they can’t. Let me know what you want to do but this is getting foolish and unprofessional.
Just reading this response is sicking. I have had Cleveland Inspector [redacted] out to my home and he stated that the work Sals performed will not pass inspection and he asked me to give them a chance to correct the issues. Inspector [redacted] told me he called Sals and spoke to them about the issues because the permit is open and the work was performed before any permit was pulled. He also told me that Sals was going to call me to come out and correct the problems before he issue's them a citation. The flu pipe was not installed above the snow line and the pipe isn't connected to the vent they put outside. They also ran a air return over a light socket which is not right by code. And the gaps all around the air ducts they installed. I also have copies of invoices from a company we had clean every vent in our home before the new equipment was installed. My home had a 80% unit that required no flu pipe. Sals installed the pipe and they are responsible for it. Also it was not from a dirty filter. The whole problem is because the flu pipe was not installed properly and when snow or ice get in the pipe it shuts the unit down. I have had 2 different companies inspect everything and I have there written statements. They were [redacted] heating and [redacted] Mechanical. Also I love how they say they didn't change anything on the unit but they put a temporary pressure switch on the unit and left the orginal and they un hooked the flu pipe from my unit. Inspector [redacted] is returning to my home today to cite them for everything that is not right. Thayer are very un professional and not trustworthy. I'm not going to pay them a dime. If they had installed the flu pipe correctly there would not have been any issues.[redacted]
No. [redacted] to Revdex.com Dear [redacted], This letter will serve as the written response to your complaint dated 5/18/16. Response: Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. Ms. [redacted] disputed these charges with her credit card company as well. I have included our response to that dispute below our response. Essentially, this is an issue between Ms. [redacted] and the Home Warranty Company. Ms. [redacted] contacted our company for emergency service, on a Sunday, for a gas line repair. Our service technician was not informed prior to nor upon arrival that a home warranty company was involved. He was not notified until he was well into diagnosing the repairs. The repairs were not completed as the home warranty company did not want to pay for our technician to proceed with the repairs and wanted their own service company to do the repairs. Therefore, our service technician needed paid for the time it took to diagnose the emergency repairs that needed to be made. Ms. [redacted] mentions that Jim at Sal's "has blocked my phone calls and emails", this is not the case. There is no way for our company to block phone calls or emails nor would we do this as it would not warrant good customer service or communication with an upset client. I personally do not want any customer to remain upset or dissatisfied with the service that was performed. I am not sure what has happened that she feels this is happening to her, but it is definitely not the case. Her phone number nor email have been blocked. In no way are any of our customers "bullied" into payment. As you can see by the attached service ticket, the customer signed that they understood the charges before work was started and once again that they were satisfied with the work completed. I have also attached a copy of the signed credit card receipt. The service technician needed to be paid for the emergency service diagnosis and service work that was performed (as it was on a weekend) and seeing that the home warranty company was not paying, the customer needed to issue payment and work with the home warranty company themselves for reimbursement. The attached signed service ticket clearly states "It has been explained to me that the service call rates will apply if the service technician determines that repairs made today are unrelated to warranty agreement or repairs are made under warranty outside of normal business hours of 8:00 a.m. to 4:0? p.m. Monday thru Friday. The customer agrees to pay in full for service call and labor." Below is a copy of our response that was submitted to the credit card company regarding her dispute: On Sunday, April 24, 2016, we received a call that Mr. [redacted] required emergency plumbing services due to a gas leak. Our service technician responded to this call. Our service technician arrived to the home and Mr. [redacted] showed him where the leaks were. Our service technician asked if it was ok to fix the gas leak, explained the rates that would be charged, and had Mr. [redacted] sign the appropriate paperwork. Our service technician started repairing per Mr. [redacted]'s approval. The service technician had to take the gas pipe apart in order to make repairs. He showed Mr. [redacted] the poor condition of the pipe threads and recommended the gas line be replaced. Mr. [redacted] stated that was ok as the home warranty company would take care of this. Mr. [redacted] stated that he was not going to pay and had our service technician contact the home warranty company. This was the first time the service technician was advised this was a home warranty company repair. Mr. [redacted] also told the service technician that the warranty company ok'cl his contacting his own company for repair due to their not being able to get anyone to Mr. [redacted]'s home to make the repair. The home warranty company asked for a quote to replace the gas line. When the service technician advised the home warranty company of the charges, they stated they wanted to get a second opinion and they would not pay for the service technician to put the gas line back together. They would only pay for 2 hours labor, no tax and no trip charge. The service technician stated he couldn't leave the gas line disconnected and that tax and a trip charge need paid as he needed to collect for his time. The home warranty company refused to pay. if the home warranty company did not issue payment, the homeowner is responsible for payment of services. Sal's Heating and Cooling, inc., responded to the emergency service request and, as is standard practice, required payment upon completion. The charges were explained to Mr. [redacted] prior to our service technician doing any work. There is nothing noted on any of our paperwork that a reimbursement would be issued. According to the service technician, the home warranty company told Mr. [redacted] that he would be reimbursed. The issue is between the home warranty company and Mr. [redacted]. have attached a copy of the service order showing that the homeowner signed prior to and after service was completed stating that they understood they would be responsible for payment and that they were completely satisfied with the work performed. The issue is between the Home Warranty Company and Mr. [redacted]. Mr. [redacted] should NOT receive credit on his account and the charges should remain. As was stated to the credit card company, it is unfortunate that Ms. [redacted] is dissatisfied with our services, but it is indeed an issue between her and the Home Warranty Company and she will need to contact them regarding reimbursement. Thank you, Salvatore S[redacted] President & CEOSal's Heating and Cooling, (440) 582-4748
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. [redacted] states in his response, "We offered to return to check to see if it was the gas valve at no cost." I accepted this offer, this appointment was scheduled, my mother was waiting at the house for a technician. It was Mr. [redacted] who "seesawed"and went back on this offer by cancelling the appointment without notifying me. During our phone call, [redacted] stated that the appointment had been cancelled because he relayed to the owner that we were comparison shopping for a new unit. The owner, Mr. [redacted], said he would not send someone out for free if we weren't going to use them to replace the furnace. Mr. [redacted] stated that the appointment "may have gotten cancelled in our system" due to my alleged "seesawing". So who is telling the truth, [redacted] or Mr. [redacted]? Furthermore Mr. [redacted] states he was not "retaliating" by cancelling the appointment but this act is the precise definition of retaliation. He also states "[redacted]'s shift starts at 9:00 a.m. He was at a medical appointment at the
time of Ms. [redacted]'s call." When I called that morning to check when the technician would be arriving, the receptionist stated that [redacted] was in a meeting and she would see if he was available. [redacted] came to the phone and he also stated he had been in a meeting that morning and that was the reason he was unable to call me. [redacted] was in the building at 9 a.m. as usual in a meeting and I spoke to him when I called around 11am. He was not at a medical appointment as Mr. [redacted] states. If he was, how was I able to speak to him when I called? [redacted] simply did not make time to make the call to me to inform me of the cancelled appointment as he should have. The discrepancy in this detail is further evidence of this business's dishonesty and lack of concern for its customers. It is an inconsequential detail, but the technician told us that the furnace was a little over 20 years old, yet Mr. [redacted] exaggerates and states it is 30 years old. Another detail that is not truthful on Mr. [redacted]'s part. Bottom line, in Mr. [redacted]'s own statement he attests, "We offered to return to check to see if it was the gas valve at no cost." I accepted this offer and his business did not stand by this promise.Due to the business's slow response to our complaint, we have since replaced the furnace unit. The gas valve was removed before the furnace was disposed of. I have the part in the original box. Since the business failed to comply with my original request, at this juncture, I would ask to return the part, and for a refund for the part and the service to install said part in the total amount of $375.84.
Regards,
[redacted]
I have multiple issues with Mr. [redacted]'s response.1. I had told "[redacted]" 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. 2. I paid an initial $118 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 [redacted], 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 "[redacted]". 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"? 3. 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 5 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 PERIOD. RESEARCH 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 EXCLUDED. THIS
LIMITED WARRANTY IS VOID IF DEFECT(S) RESULT FROM FAILURE TO HAVE THIS UNIT
INSTALLED BY A QUALIFIED HEATING AND AIR CONDITIONING CONTRACTOR. IF 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* can send the defective parts to [redacted]? Why doesn't it say "parts may only be sent to [redacted] by original installer"? 3. 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 $35 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 [redacted], 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.
Business sent the following response. See attached.Business response also copied and pasted below by Revdex.com staff 1/14/15.January 14, 2015[redacted] [redacted]@cleveland.Revdex.com.orgRevdex.com, lnc.2800 Euclid Avenue, 4th FloorCleveland, OH 44115RE: Complaint No. [redacted] to Revdex.comDear [redacted],This letter will serve as the written response to the complaint response dated 1/8/15.Response:As was stated in the previous response, [redacted] is the most requested tech on our staff of 58 people. This would be afirst time complaint for him. The account has been noted that he is not to return to this location.Again, we are sorry this happened and have taken the steps to insure it does not happen again. Our offer of a freeservice call still stands. No cash refund will be offered because Ms. [redacted] had purchased our coupon through a thirdparty vendor.Please advise if our offer is accepted.Thank you in advance, [redacted]Sal’s Heating and Cooling, Inc.(440) 522-4748.
This letter will serve as the written response to your complaint dated 11/10/15. Response:
[redacted] Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. Mr....
[redacted], I am sorry you and we are having a problem with your one year old [redacted] unit. I have NOT dropped the ball with your services and have responded to all of your concerns. Our responsibility as a contractor has been met, honoring and fixing this unit inside the first year and now that is over. Your issue is with [redacted]. Everything about [redacted]'s stance you have written is completely contradicting their policy. The parts replaced were a contactor, capacitor, and short in a wire and are common inexpensive replacement parts and in NO WAY will justify a unit replacement. We enclosed copies of the service tickets and, as you can see, we honored the warranty and this unit is fully functioning. With any mechanical device there is risk of repairs, but the warranty is one year parts and labor, period. [redacted] doesn't care and they offer no extension to a warranty, never have and never will. They corner the market with this equipment and offer the bare minimum. They will not do anything for you and no claim will be answered as theirs and our responsibilities have been met. We at Sal's Heating and Cooling have absorbed these expenses to repair this piece of equipment, not [redacted] or the part maker, yet we have the complaint in our lap. The unit is fixed and working and, as was indicated in your complaint, [redacted] will not replace the unit if it is fixed. There is no run around here. We can't do anything more because a customer thinks the problem may persist. Your problem is with [redacted], not Sal's Heating and Cooling, and because of our great reputation, this problem has been fixed and addressed. I apologize again for [redacted]'s manufacturing and quality issues, but Sal's Heating and Cooling repaired the [redacted] failures and honored our responsibility. Thank you, [redacted] President & CEO Sal's Heating and Cooling, Inc.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I spoke with a representative from [redacted] who I asked about why I was charged the extra service charge when I felt that the complete install (which would have included a thermostat, but I opted to keep my [redacted]), the installers didn't inspect the installed [redacted]/wires. Even when the initial tech came out, he refused to listen to what I had already diagnosed and instead charged me money. When I spoke with [redacted], after the initial complaint, he sent his experienced tech who corrected the issue. So far, there have not been additional issues with the unit. I want to say thank you to [redacted] for finally getting the right person out there to fix the issue with the installation of the A/C.The remaining issue which I have yet to get an answer on is the added service charge. If an assumption was made by the installers rather than checking the thermostat, and even after I explained it on the phone and in detail to the initial inexperienced tech, I'm wondering if that service charge was appropriate.
Regards,
[redacted], M.D.
I have personally looked into this mater and here is the true series of events. We don't have an answering service as we are 24/7 and this person called my tech on call screaming at them on the weekend. She only decided to wait because she thought it may be free on Monday. 1st thing Monday morning...
after the busy weekend we were at her door. This unit is over a year old no maintenance was done which should be done yearly to remove any dried up debris from the year prior. This WAS NOT done. Little debris causes big problems and this drain was clogged solid causing water to leak everywhere shorting out the circuit board which is not a warranty issue due to water damage an lack of maintenance and negligence. Pretty clear in the manual. I am grateful the other company will commit fraud for you to get it fixed for free but once the manufacture inspects this board they will find this was water damage and deny the claim. I have instructed Rich to call you and waive the service call charges that are clearly due. I will not have a customer try to smear our good name when they are having a tantrum because we are following the rules and feel they are entitled for my company and the manufacture to pick up the tab on their mistake. Sorry some customers are worth letting go. Good luck! Sal
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Sal's response to my situation is to do nothing for me. Below is my rebuttal to his response.
In regards to Sal’s letter on 7/8/17, let me respond to some of his claims. First, the price paid should not affect the performance of the unit, however I paid $6,000 not $5,000. Sal did not give me the price of the unit out of the kindness of his heart; but only to beat [redacted], who quoted a 3 ton 17 [redacted] Gold Series A/C unit that was only $90 more, not the $9,000 he claimed it costs. If Sal couldn’t put in a properly cooling unit for the price he agreed upon he never should have took the job; instead of trying to pass off closeout equipment on unsuspecting customers in order to increase his profit. That 20 [redacted] he tried to give me was a 5 ton unit!, how can a reputable “Comfort Care” dealer justify installing a 5 ton unit then replacing it with a 2 ton unit, and then claim it is not undersized. He saw my windows, which are newer vinyl ones, and knew I had 1960’s insulation, during his initial estimate, and never once said that I needed to “remodel” my house in order to have a proper functioning A/C unit. No other company that came and gave me an estimate recommended a unit smaller than 2.5 tons; Sal has to ask himself, are all these six reputable HVAC companies wrong or did he make a wrong calculation. Originally Sal’s quoted me a 2.5 ton unit, then when I went to his office he changed it to 2 tons without stepping foot in my house and taking into consideration my window size and insulation, which are variables any HVAC company takes into consideration when properly sizing an A/C unit. I now regret not going with [redacted], but chose Sal’s based on my brothers recommendation (He installed a furnace and A/C for him and he was satisfied with the results) and the fact that he is highly rated by both [redacted] and the Revdex.com; which makes me so surprised that he would not stand behind his work, and at least try if a 2.5 or 3 ton unit would rectify my problem. Instead of taking my money and leaving me in a lurch with an A/C unit that runs all day, like some fly-by-night company. As for his remark that “it was all about the price” and accusing me of not wanting to spend money on my house, then why would I purchase high end [redacted] equipment, which Sal boast is the top of the line, instead of much cheaper brands that he and others carry that would have cost me less. I take pride in my house and always use quality parts and trusted brands, and never take short cuts based on cost. His smear tactic of calling me a “problem customer” and “complainer”, show what little regard he has for his customer’s satisfaction, since I’m only complaining about the big problem Sal’s left me and refuses to try to solve. My complaint is not with the workers or their workmanship, I’m just shocked that a reputable company would leave such a glaring problem unresolved. I’m just asking him to do the right thing, and stand by his reputation.
Regards,
[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 12-12-11. 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 12-7-12 [redacted] 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 2 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 7/13/15.
Response:
Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter.
Ms. [redacted] purchased a [redacted] voucher for an air...
conditioner clean and check. She was advised, as all of our customers using third party vouchers are, at the time of placing the service call that she would need to print out her [redacted] voucher to give to the service technician as her form of payment. Our service technician went to Ms. [redacted]’ home on June 10, 2015. Ms. [redacted] did not print the coupon and was unable to give the service technician the [redacted] voucher number and therefore wrote a post dated check for the amount of $75.55 for service that day with the understanding that she would provide us with the [redacted] voucher number. It is our policy that our service technicians are not to leave a job until they have received payment. It was Ms. [redacted]'s decision to write us a post dated check as she had not provided the [redacted] voucher as payment. Ms. [redacted]'s check was inadvertently cashed on June 12, 2015. Ms. [redacted] called our office to notify us that we redeemed the [redacted] voucher and cashed her check. We let Ms. [redacted] know that we would be refunding her the amount of her check and that it takes time to process. There are certain steps that need to be followed to process a refund. Ms. [redacted] called again and was informed that the refund was being processed and would be mailed out the following Tuesday, July 8, 2015. Ms. [redacted] then submitted a Revdex.com Complaint AFTER we had processed and mailed her check and, it appears, after cashing the check. I have attached a copy of the check showing she received and cashed it. We had placed a call to Ms. [redacted] the afternoon of Friday, July 10, 2015, to follow up and never received a return call. We left Ms. [redacted] a voicemail stating that if she had not received her check, to please contact us immediately so that we could rectify the situation.
All of this could have been avoided had Ms. [redacted] printed her [redacted] voucher and presented it as payment at the time of service. We are sorry this happened, but when procedures are not followed and we make exceptions to please the customer, you run the chance of a mistake happening. This is clearly the case here.
Thank you in advance,
[redacted] President & CEOSal's Heating and Cooling, Inc.[redacted]
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 furnace. A "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 repair. When 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 2 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] Co. to "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 [redacted], who"serviced" the furnace, or [redacted], 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]
11701 ROYALTON ROAD NORTH ROYALTON, OHIO 44133 440-582-4748 April 26, 2017 [redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 [redacted] RE: Complaint No. [redacted] to Revdex.com Dear [redacted], This...
letter will serve as the written response to your complaint dated 4/14/17. Response: Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. We have contacted [redacted] and have addressed his concerns. Our service technicians checked for leaks before leaving the property. However, when our service technicians returned to address his concerns, a defective fitting was located and repaired. To our knowledge this situation has been taken care of to [redacted]'s satisfaction as we have not heard back from him that he is having any further issues. Thank you, Salvatore S[redacted] - President & Sal's Heating and Cooling, Inc. (440) 582-4748
May 23, 2017 [redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 [redacted]@cleveland.Revdex.com.org RE: Complaint No. [redacted] to Revdex.com Dear [redacted], This letter will serve as the written response to your complaint dated 5/11/17. Response: Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. As was previously stated in our previous responses, the furnace was installed to the same specifications as the original furnace. The blower cabinet is lower than her previous model due to modifications made by the manufacturer. The only other option is to find a custom filter company like [redacted] and have them made to fit. Otherwise, splitting the cost for the filter grill is the best solution we can offer. Unfortunately the ductwork needs further modification and this is no fault of Sal's Heating and Cooling, Inc. but we are still willing to meet half way to please our customer. Please know the offer is for the first year of the install, so if you change your mind and are able to come up with the $200.00, we will honor our solution. Thank you for the purchase and the business. Thank you, Salvatore S[redacted] President & CEO Sal's Heating and Cooling, Inc. (440) 582-4748
Revdex.com:
Again, I appreciate [redacted] sending a tech out to finally get the install of the A/C working as it should have when it was first installed. While I disagree with the policy and process of Sal's. It appears we are now discussing a difference of opinion, expectations and standards of which mine I feel are higher/different than those of the business of its installers. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that we can agree to disagree on the final matter.
Regards,
Dr. [redacted]
Business responded to complaint. See attached.Business response also copied and pasted below by Revdex.com staff 2/9/15.February 3, 2015[redacted]@cleveland.Revdex.com.orgRevdex.com, lnc. 2800 Euclid Avenue, 4th FloorCleveland, OH 44115RE: Complaint No. [redacted] to Better...
Business BureauDear [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 2013 installation, there is a 1 year laborwarranty and 6 year part warranty. We have honored the terms of this warranty. Upon 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 tank. Any parts that were invoiced were for the service to the customersfurnace, not their hot water heater. Thank you in advance,[redacted]Sal’s Heating and Cooling, Inc.(440) 582-4748
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
It doesn't sound like Sals is taking responsibility and expects me to pay more
Regards,
[redacted]
It seems as though he's having a hard time comprehending the proof that [redacted] was at my house in 2011 and 2014 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.
Yes, but still very unhappy with service.
[redacted], I need to ask if you even took the time to read what I wrote. None of your claims in this response even come close to what I wrote in my response. Also, Please refer to the invoice that we will be sending to the Revdex.com as requested. It does clearly say found swelled dual capacitor and compressor shorted to ground and inoperable. You said in this response we said you had a bad compressor. Being the reputable company we are, and continue to be, I personally spoke to [redacted] who conducts his business in the same way I do because let’s face it he worked for me for many years. He agreed with me this diagnosis can happen with compressor overload and probably had a chance to cool down before changing the capacitor later on. I also said I was glad your unit was up and running. [redacted] promised me he would call you to explain this so you have a clear understanding of the situation as it is very clear you do not at this point. I never accused [redacted] of performing an improper repair. I certainly don’t LIE and the diagnosis was correct at the time we were there. Please don’t quote me without being accurate to turn this into something it is not. I certainly don’t give other companies a bad name in fact there are at least 10 company’s like [redacted]’s, that have spun off from mine and we are very proud of that fact and support him in every way. My company is very trusted every day, in fact my competitors have us service there overbookings with ease. I won’t even get into my family’s sacrifices to serve the public and customer’s in their immediate time of need or the childhood memories lost because my father was out running service all day and all night. We have been in business for 43 years and you think this one service call defines my company? Accusing me of screwing the little guy? I was a little guy and still am and still have a pricing structure far below industry standards because we take care of the little guy. Shame on you for these accusations that are far beyond an opinion. You have NO idea what I am about or stand for but with this tone I may just take a moment to show you. This is about cash or bash and a refund nothing else. What is the right thing to do? Should you not pay for a service call? Should you not pay for anything? I tell you what I will do for the little guy, give him his refund. You will need to sign a waiver to get it because of your threats and unprofessional tone in this email. It promises that you will not bash my company publicly in any form. If you do I will take action and to be honest I have not decided not to do that at this point which there are many libelous statements here and it is unclear if you even realize this. Also, It is for the best for you not to recommend our company to your friends because they tend to have the same mind set and who needs another problem like this all over less than $200 bucks. If you ask me it is the customers who should be government regulated especially when it comes to the internet they think they can do whatever they want and I have proven many times in a government court they can’t. Let me know what you want to do but this is getting foolish and unprofessional.
Just reading this response is sicking. I have had Cleveland Inspector [redacted] out to my home and he stated that the work Sals performed will not pass inspection and he asked me to give them a chance to correct the issues. Inspector [redacted] told me he called Sals and spoke to them about the issues because the permit is open and the work was performed before any permit was pulled. He also told me that Sals was going to call me to come out and correct the problems before he issue's them a citation. The flu pipe was not installed above the snow line and the pipe isn't connected to the vent they put outside. They also ran a air return over a light socket which is not right by code. And the gaps all around the air ducts they installed. I also have copies of invoices from a company we had clean every vent in our home before the new equipment was installed. My home had a 80% unit that required no flu pipe. Sals installed the pipe and they are responsible for it. Also it was not from a dirty filter. The whole problem is because the flu pipe was not installed properly and when snow or ice get in the pipe it shuts the unit down. I have had 2 different companies inspect everything and I have there written statements. They were [redacted] heating and [redacted] Mechanical. Also I love how they say they didn't change anything on the unit but they put a temporary pressure switch on the unit and left the orginal and they un hooked the flu pipe from my unit. Inspector [redacted] is returning to my home today to cite them for everything that is not right. Thayer are very un professional and not trustworthy. I'm not going to pay them a dime. If they had installed the flu pipe correctly there would not have been any issues.[redacted]
SAL’S HEATING & COOLING, lNC. PLUMBING 11701 ROYALTON ROAD NORTH ROYALTON, OHIO 44133 440-582-4748 May 23, 2016 [redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 [redacted]@cleveland.Revdex.com.org RE: Complaint...
No. [redacted] to Revdex.com Dear [redacted], This letter will serve as the written response to your complaint dated 5/18/16. Response: Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. Ms. [redacted] disputed these charges with her credit card company as well. I have included our response to that dispute below our response. Essentially, this is an issue between Ms. [redacted] and the Home Warranty Company. Ms. [redacted] contacted our company for emergency service, on a Sunday, for a gas line repair. Our service technician was not informed prior to nor upon arrival that a home warranty company was involved. He was not notified until he was well into diagnosing the repairs. The repairs were not completed as the home warranty company did not want to pay for our technician to proceed with the repairs and wanted their own service company to do the repairs. Therefore, our service technician needed paid for the time it took to diagnose the emergency repairs that needed to be made. Ms. [redacted] mentions that Jim at Sal's "has blocked my phone calls and emails", this is not the case. There is no way for our company to block phone calls or emails nor would we do this as it would not warrant good customer service or communication with an upset client. I personally do not want any customer to remain upset or dissatisfied with the service that was performed. I am not sure what has happened that she feels this is happening to her, but it is definitely not the case. Her phone number nor email have been blocked. In no way are any of our customers "bullied" into payment. As you can see by the attached service ticket, the customer signed that they understood the charges before work was started and once again that they were satisfied with the work completed. I have also attached a copy of the signed credit card receipt. The service technician needed to be paid for the emergency service diagnosis and service work that was performed (as it was on a weekend) and seeing that the home warranty company was not paying, the customer needed to issue payment and work with the home warranty company themselves for reimbursement. The attached signed service ticket clearly states "It has been explained to me that the service call rates will apply if the service technician determines that repairs made today are unrelated to warranty agreement or repairs are made under warranty outside of normal business hours of 8:00 a.m. to 4:0? p.m. Monday thru Friday. The customer agrees to pay in full for service call and labor." Below is a copy of our response that was submitted to the credit card company regarding her dispute: On Sunday, April 24, 2016, we received a call that Mr. [redacted] required emergency plumbing services due to a gas leak. Our service technician responded to this call. Our service technician arrived to the home and Mr. [redacted] showed him where the leaks were. Our service technician asked if it was ok to fix the gas leak, explained the rates that would be charged, and had Mr. [redacted] sign the appropriate paperwork. Our service technician started repairing per Mr. [redacted]'s approval. The service technician had to take the gas pipe apart in order to make repairs. He showed Mr. [redacted] the poor condition of the pipe threads and recommended the gas line be replaced. Mr. [redacted] stated that was ok as the home warranty company would take care of this. Mr. [redacted] stated that he was not going to pay and had our service technician contact the home warranty company. This was the first time the service technician was advised this was a home warranty company repair. Mr. [redacted] also told the service technician that the warranty company ok'cl his contacting his own company for repair due to their not being able to get anyone to Mr. [redacted]'s home to make the repair. The home warranty company asked for a quote to replace the gas line. When the service technician advised the home warranty company of the charges, they stated they wanted to get a second opinion and they would not pay for the service technician to put the gas line back together. They would only pay for 2 hours labor, no tax and no trip charge. The service technician stated he couldn't leave the gas line disconnected and that tax and a trip charge need paid as he needed to collect for his time. The home warranty company refused to pay. if the home warranty company did not issue payment, the homeowner is responsible for payment of services. Sal's Heating and Cooling, inc., responded to the emergency service request and, as is standard practice, required payment upon completion. The charges were explained to Mr. [redacted] prior to our service technician doing any work. There is nothing noted on any of our paperwork that a reimbursement would be issued. According to the service technician, the home warranty company told Mr. [redacted] that he would be reimbursed. The issue is between the home warranty company and Mr. [redacted]. have attached a copy of the service order showing that the homeowner signed prior to and after service was completed stating that they understood they would be responsible for payment and that they were completely satisfied with the work performed. The issue is between the Home Warranty Company and Mr. [redacted]. Mr. [redacted] should NOT receive credit on his account and the charges should remain. As was stated to the credit card company, it is unfortunate that Ms. [redacted] is dissatisfied with our services, but it is indeed an issue between her and the Home Warranty Company and she will need to contact them regarding reimbursement. Thank you, Salvatore S[redacted] President & CEOSal's Heating and Cooling, (440) 582-4748