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.
Once again, Mr. [redacted] admits, "We did offer to return to check to see if the gas valve was the issue
and, as a courtesy, I would not have charged even if it was not the gas valve." As I have stated previously, I agreed to this offer and this appointment was scheduled with my mother waiting at my home for the repair technician. Therefore, Mr. [redacted] continues to misstate the reason for the cancelled appointed. He previously stated I "was seesawing back and forth
with the offer, it may have gotten cancelled in our system". In his most recent statement he suggests that "The call was cancelled as you the customer was not available." So which is it? It may have gotten cancelled or it was cancelled? I was seesawing or I was unavailable? The answer is none of the above.The answer is found in Mr. Sidoti's own words. "Her unwillingness to pay if the gas valve was not the issue is the issue here." That is the reason he went back on the offer made by his employee for a return appointment at no charge, that he himself admits was made, and cancelled the appointment without even the courtesy of a phone call. This matter is not closed because Mr. [redacted] has yet to make the situation correct for his customer. I request again a full refund of the cost of the gas valve and the service charge to install the gas valve.I will have my mother, [redacted], email you, [redacted], to provide a statement that she was waiting at my residence for the repair technician.
Regards,
[redacted] Email from mother:Concerning the complaint by [redacted] against Sal's Heating and Cooling: [redacted] asked me if I could come to wait for the serviceman who was scheduled for October 27, 2015. [redacted] had had previous work done by Sal's, but the furnace was still not operating correctly. The serviceman was scheduled to come that morning to check the problem as a follow up to the original service.I arrived at the house at 7:30 am and waited until 11:00 am when [redacted] said she had called Sal's to see when someone would be arriving. She was told that no serviceman was being sent and that they hadn't gotten around to calling and telling her that.Therefore my entire morning was wasted due to the lack of consideration and poor service on the part of Sal's Heating and Cooling.I hope that this issue can be resolved in an equitable manner.Sincerely,[redacted]
Business responded to complaint. See attached.Business response also copied and pasted below by Revdex.com staff 1/20/15. January 19, 2015[redacted] ...
[redacted]@cleveland.Revdex.com.orgRevdex.com, Inc.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 1/13/15.Response:This letter is to clarify the series of events in a truthful matter. The events in this complaint have been twisted to favorthis complainant.The filthy filter we found causing no airflow caused the issue and part to fail. There is no play by play book of when tochange a furnace filter. Indoor air quality and living conditions determine how often a furnace filter should be changedand maintained. Any and all furnace manufactures void all warranties without proper maintenance. No exception here.Properly maintained equipment will avoid nuisance calls like this one. The customer is now required to sign the invoicebefore we step foot in the home during the warranty period. This is done to confirm payment will be made if the causeof the issue is the customer's lack of maintenance, which applied in this situation. Since we don’t bill anyone, other thanour loyal commercial customers, I am not sure why this complainant said we would bill him. What does not havingpayment at that moment have to do with the invoice agreeing to pay before we did any exploring of the cause after thefact? He signed the agreement to pay and knew he may have to pay and allowed us to work on the system knowing hesigned an agreement to pay upon completion of the service call. The money is owed (invoice enclosed). On 1/8/15 theheat stopped working because of the plugged filter. Later that evening the furnace needed serviced again due to adamaged pressure switch, which we were going to change out under warranty due to great customer service eventhough the cause was customer negligence. It had everything to do with the filter, not the flue pipe. We recommendedthe flue pipe be raised due to ice buildup. Twelve inches above grade is well within code and will pass inspection in anymunicipality.As this complainant indicated, we advised warranty work is done during normal business hours, Monday through Friday.Emergency service is always charged no matter what the circumstance due to staffing and priority clients. This isexplained up front on the phone and in every contract we get signed. The customer knew that by having us come out onSaturday, signed agreement, had service tech fix it, and reneged on the agreement. Signed invoice from the technicianis enclosed that the customer is refusing to pay.The reason it was not fixed properly was due to part availability and the part failed due to the customer’s negligence inthe first place. American Standard was nice enough not to charge him for this and Sal's Heating also did not charge himfor that visit on Thursday. What more does a customer want? We cannot keep working for free due to customernegligence and lack of maintenance. He was told the cost of emergency service. He authorized it twice, once from callp.2number 1 Saturday morning and twice getting the invoice signed in his kitchen, before we got heat. Signing anagreement means nothing anymore except in a court of law. The roll out switch tripped because of lce buildup on theflue pipes. We are not in the ice making business. Mother Nature is and that was the cause. His house, his ice, hisproblem. Three different problems/three different techs all caused by dirty filters and ice buildup NOT Sal's Heating andCooling, Inc.If maintenance had been done on the customer's part, the Saturday visit would not have been needed. Why would youcall another company if your heat has been working since the Saturday visit? We changed nothing but removed the iceand reset the roll out, which is common failure for ice buildup. We were going to install the part at no charge and alterthe ?ue to help prevent ice buildup that next Tuesday, but this customer will not pay the invoice he agreed to pay. Hewas the cause of, warned, and informed of this before service was done. The customer will be mailed an invoice heagreed to pay by signing the service ticket (enclosed).This customer needs to finish his sentence. When he called to see if we were coming, he said we weren't coming (notperiod) and needed to complete what was said. What was said is we weren't coming out until the invoice is current andpaid as he agreed to do multiple times.A licensed Contractor must get the part. The public can't purchase the part over the counter due to the certificationsone is required to have to be able to purchase them.Please forward the respectable companies invoice to support his complaint as we will ours.The city inspector called our office and delayed the inspection until this customer pays his invoice. Not sure how thiscustomer claims we failed as he has not even done the inspection and knows we follow procedure. Hence, calling ourshop in disbelief.Desperate people do desperate things. No exception here. Simple solution, pay the invoice due. All will be finished andwarranties will be honored. The invoice will be mailed or call in a credit card. Good Day!Thank you in advance, [redacted]Sal's Heating and Cooling, Inc. [redacted]
[redacted],I apologize for the confusion. I can not apologize if we don't even know what the cause was and why we offered to take a look. I said the pictures look like it MAY be preexisting. Not were preexisting. I offered to send the plumbing supervisor over at no cost to look at the...
alleged damages. We take responsibility when at fault but at this point nobody can tell or be sure. All you need to do is research our reputation and you will see we are ethical and top of the mark. I will simply share the email with the Revdex.com sharing the intent of this customer along with the insults I am not sure if anything should or can be done to resolve this issue. Please read below. Decide for yourself what should be done. Clearly much more aggressive than this complaint. Which may be actionable. Unfortunately, I didn't see this email until now. Pre-existing? B.S.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Apparently, you're like [redacted], in that when there's a complaint, jump to the conclusion that gets you off the hook; the road of unethical. That's OK. Sal's ruined my vanity, regardless of what you infer. That's fact and unalterable. Another fact, I may not be able to affect your business, but I don't have to give you any more of mine...and I will be happy to give you a review to all my friends, acquaintances, etc.I believe that whatever goes around, comes around and ultimately, you'll get your due consequences for the way you run your business. No doubt you sleep well...people without conscience typically do. I will sleep well, also, knowing that it WILL catch up to you one day.On the plus side for me, you have confirmed what I have always believed about the lack of integrity in the construction/trade industry. Now, I begin to wonder about intelligence..Most Sincerely,[redacted]Please advise the next step, I advise the complaint is closed and dismissed. Thanks, Sal
I do apologize if we missed something on our initial diagnosis and a bad capacitor can mimic a bad compressor. I believe it is [redacted] not [redacted] who worked for me a long while before going on his own and if true he can verify this. We can never go off of another contractor's diagnosis due to the...
bias opinions they may have. Therefore we can not offer a refund for that reason. Please know that we always offer to return at no charge for a second opinion and would have liked the chance to do so. Thanks for bringing this to our attention and I will look into the matter to see what was done here or if anything further needs to be addressed. Thanks, Sal
Sal’sHEATING & COOLING, INC. PLUMBING & SEWERSaIsHeatAndCool.com 11701 ROYALTON ROAD NORTH ROYALTON, OHIO 44133 440-58Z-4748 June 13, 2016 [redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 RE: Complaint No. [redacted] to Revdex.com Dear [redacted], This letter will serve as the written response to your complaint dated 6/1/16. 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. It is unfortunate that Ms. [redacted] is still dissatisfied with our response. It is, and has been, Sal's Heating and Cooling, inc.'s policy that we do not schedule nor service warranty repairs after hours or weekends. This would include handling calls with home warranty companies unless the customer authorizes after hours rates as in this case. If the service technician was told ahead of time that a home warranty company was involved, he most definitely would have informed the customer that they would need to wait until Monday for our services or pay additional for after-hours services. Ms. [redacted] mentions she had to call a second company out to correct our services. This is untrue as it was the home warranty company's decision to have another company come out to make the repairs as they wanted one of their companies to make the actual repairs. The other service company's invoice states that they were "not sure what work was completed by service tech from Sal's". Which would conclude that we did not make repairs as we were not authorized by the home warranty company to do so. The valves would not have been changed, as Ms. [redacted] states is required by code, by our service technician as he was not authorized to make any repairs by the home warranty company. Our service technician could not in good conscience leave the gas lines disassembled when repairs were not authorized. From the discussions with our service technician, he reinstalled the disassembled gas lines and made no repairs as they were not authorized and as he was instructed to do. It is interesting that Ms. [redacted] is stating that she has left 3 voicemails for Jim. Sal's Heating and Cooling does not have voicemail option. We have live representatives that answer our calls 24 hours a day 365 days a year. Simply stated, Ms. [redacted] may not like the truthful answer she is receiving from our company. We are not going to refund any portion of the charges. As stated previously, the service ticket is signed and acknowledged in both areas. One area that they agree the rates have been explained to them and they agree to pay in full for service call and labor and the other area that they are satisfied with the work performed. It's dearly stated on the service ticket below both signatures. if the customer was not in agreement, they should have refused service from the start and not signed they were satisfied. We are confused as to what Ms. [redacted] when she states the service technician lied on the receipt as to what he performed. From what appears on the service ticket provided by Ms. [redacted], our service technician diagnosed what he found and what repairs needed to be made. There is nothing stated on the service ticket that any repairs were made. Our service technician did not overcharge Ms. [redacted]. He charged for his time and trip charge which was explained to her when the service ticket was signed before he started his diagnosis. Once again, it was the home warranty company that did not want the repairs done and to send their own company out to perform the repairs. They were not in agreement with what our charges were to perform the repair and wanted a second opinion. Another company wasn't called out to address anything our service technician did or did not do as Ms. [redacted] keeps claiming. Our GPS records show that our service technician was there closer to 4 hours, not 2 hours as Ms. [redacted] is claiming. Again, it is unfortunate that Ms. [redacted] is still dissatisfied with our response and did not follow his insurance company's requirements. As was stated previously, this is an issue between her and her home warranty company regarding reimbursement. Our service technician needed payment for his time to diagnose the repair seeing the home warranty company did not authorize the repairs to be made. I am attaching a copy of the service ticket so she can reference what the signature agrees to, terms of payment and satisfaction of work performed. We are unable to refund Mr. [redacted] any of his justified charges and hope this concludes this matter. Thank you, Salvatore S[redacted] President & CEO Sal's Heating and Cooling, Inc.(440) 582-4748
[redacted], I just reviewed what my tech wrote on the invoice. The other company may have been able to jump start the compressor temporarily but my tech found and noted that it was shorting out to the casing. Every now and then you can get it going again with a hard start kit or giving it a harder jolt. He also noted the capacitor was swelled and in need of replacement which was not done by us. He recommend replacement due to age and condition. Now, I am glad that the other company got it going. I also wish we could have worked it out before the complaint was filed but at this point with your current position and what was found the day of service we will stand by the original diagnosis and service was provided after hours. Refunds are not given for for opinions not agreed with and the call needs to be covered as we were there and we did give our opinion which I think was correct and the compressor will fail again in time due to age and condition. Thanks. Sal
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, I have already provided the details of my complaint in complete accuracy and I am tired of being attacked/called a liar by this business owner. I am steadfast in my recollection of the events and regardles off the latest response still firmly believe thar Sals Heating and Cooling is not acting in the best interest of me, a customer, and the general public as a whole
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[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. It is unfortunate Ms. [redacted] still feels her complaint is not resolved. Ms. [redacted], in her previous response, stated that she would not pay for us to return to diagnose if her gas valve was not the issue. There would have been diagnosis time to see if it was indeed the gas valve that was causing the problem and, if the gas valve wasn't the issue, that diagnosis time needed to be paid for. As was stated in our previous response, it is our discretion if a service call may be waived if a new unit is purchased. Ultimately, it is my call as to what charges are "waived" or "credited". That is the case here. Ms. [redacted]'s refusal to pay for our diagnosing her unit after our initial service call appears to be what is causing her confusion. Our stance remains the same. A refund is not justified as the unit was working upon our departure. We cannot absorb the cost of Ms. [redacted] choosing to not take our recommendation that the furnace should be replaced and went ahead and authorized our replacing the gas valve (see attached service ticket signed by her husband [redacted]). We still consider this matter closed as the new furnace has already been purchased by another service provider confirming the problem indeed was NOT our gas valve. Thank you, [redacted] President & CEO Sal's Heating and Cooling, Inc. [redacted]
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, 2015 with a...
"no heat” complaint requesting service. Ms. [redacted]’s furnacewas installed August 5, 2014. According to our records, Ms. [redacted] stated that she lost power the morning of April 25, 2015. Ourdiagnosis and repair was that a transformer blew on her panel box, which is not equipment Sal’s Heating and Cooling provides. Thisequipment would not be covered under warranty. Her furnace ran all winter from the install of August 5, 2014 up until the poweroutage of April 25, 2015. Ms. [redacted]’s transformer/panel is what caused the issue with her furnace, not any part of the installationby Sal's Heating and Cooling. l 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 installation. This is no fault of Sal’s Heating and Cooling or its technicians. Ms. [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]
August 14, 2015
This letter will serve as the written response to your complaint dated 7/31/15.
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. we returned to Dr. [redacted]’s property,...
on August 4, 2015, to address the intermittent issues he was still having. Our service technician found that Dr. [redacted]: existing [redacted] thermostat was wired incorrectly by the previous Installer or home owner and that was causing issues with the new air conditioner we installed. Our service technician re-wired the [redacted] thermostat behind the wall so that it was correctly installed and everything was working properly upon his completion. The way it was wired previously would cause the unit to work intermittently. During installation of our new unit, we can only assume behind the wail it was properly wired from previous services.
Dr. [redacted] is questioning whether or not this should have been found and corrected upon installation. We hooked up his system to the existing thermostat. Seeing the issue was with his [redacted] thermostat, installed by others, wiring located out of view behind the wall, we would not have seen an issue when we installed the air conditioner as it ran through all the check points after Install.
We have spoken to Dr. [redacted] on two occasions since August 4, 2015 to verify everything is still operating as it should. Dr. [redacted] still has not contacted the occupants of the property to verify everything is working well. He is out of town and will be returning this weekend and stated he will contact them upon his arrival and contact us next week. we can only assume no news is good news since the occupants never had a problem calling him when they actually had one.
We apologize for the inconvenience to Dr. [redacted] and hope that his issues are now corrected. Sometimes when we rely on others to do the job right before us, these things happen.
Thank you in advance,
[redacted]President & CEOSal's Heating and Cooling, Inc.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
August 24, 2015
This letter will serve as the written response to your complaint dated 7/31/15.
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.
We are responding to address Dr. [redacted]'s concern regarding the added service charge.
Our previous response explains in detail why the charges were appropriate. We would not have checked inside the wall as the thermostat was installed by a previous installer or home owner, not by Sal's Heating and Cooling, Inc. and the air conditioner was working properly on the day of install and when our service technician came out to diagnose the issues they were having. Our installation did not cause the issue that prevented Dr. [redacted]'s air conditioner from working properly. His service ticket clearly states that if the issue was not due to our install, charges would apply. We did, however, return at No Charge to correct the issues Dr: [redacted] was still having which led to our finding the wiring issue. We again apologize for the inconvenience to Dr. [redacted] and are pleased to hear that all his equipment is working at this time.
Thank you in advance,
[redacted] President & CEO Sal's Heating and Cooling, Inc.[redacted]
Business responded. See attached.Business response copied and pasted below by Revdex.com staff 3/12/15.March 12, 2015RE: Complaint No. [redacted] to Revdex.comDear [redacted],This letter will serve as the written response to your complaint dated 3/10/15.Response:Ms. [redacted] called into our office and provided [redacted] Parks with the name and phone number of her insurance contact.[redacted] called and left a voice mail for [redacted] with the information they were looking for on 3/10/15 at 10:44 a.m.and provided her return phone number should [redacted] require any additional information.Thank you in advance,[redacted] President & CEOSal’s Heating and Cooling, Inc.[redacted]
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.My unit did not have an error code when we called. David was at our home for so long because he was in over his head. He created the code and cleared before he left but came back on as soon as we turned the water on. No problem with David as he is learning. That is why he was so long.Terry does not recall because he never returned the call. Carmen said she elevated the issue to Terry at 8AM. When I called back at 10:30 AM he was out of the office and she said she would send him an email. 9 hours later Joe from parts called and was very apologetic. He wanted to send someone back out who had experience with my unit. Simple proof that David did not have the experience necessary and someone (Terry?) told him to call. This situation would have been resolved with a timely return call.The business can keep the Money. It is the last dollar they will ever see from me. I will tell my story any time someone is looking for that type of service.Clearly there was a breakdown in communication within the organization. I am done with this business.[redacted] Ok
Regards,
[redacted]
Actually the price does affect the performance of the unit especially when you are talking about 2 stage unit and high efficient units that cost much more than the average 13 and 16 seer single stage units that have the ½ ton option. What I did offer out of the kindness of my heart was the 20 seer unit. We did bring out the proper sized 20 seer unit but you did not like the manufacture date of this unit and we ended up installing what you were originally quoted. We were never not upfront about this and you are not being truthful to strengthen your claim. We did grab the 5 ton unit in error, and was quickly realized and remedied without incident. The 2 ton unit was on the contract you signed and agreed to and hope that answers how a comfort care dealer handles this and is hardly worth mentioning. I have never been to your home, Scott Goins was and yes everything in your home needs to be properly insulated and to code for this properly sized unit to run properly. So yes remodel your home and do not expect us to size to a bad building design in need of updates. You are definitely right, We should have never taken the job. [redacted] would have been perfect for this type of customer. They would have never been this hands on and involved for sure. If you like we can transfer all of your warranty over to them. NO PROBLEM. Just call American Standard an ask for it, we will gladly and happily agree. We stand behind the installation, have been there many times with American Standard and we the professionals and reputable companies, found nothing is wrong with the system installed. We can’t just try to change it to a 3 ton without absorbent cost and it simply just don’t work that way. It was all about the money and the reason you went with the lowest bid asking us to match it in my office. Brand names have nothing to do with size and BTU’s only quality. It is evident we stand behind our work with your brothers satisfaction and the reputation you keep mentioning and know we have. Again problem customer and complainer is spot on here. This will be my last response with this as I have done all I can do for you. Have your warranty information converted to [redacted] and I am sure you will be much happier. At this point we have done all we can do for you and there is nothing to fix.
Jan, I called you the very day I received your letter, please check your voice mail and if you don't have it we have a record of the phone call. The plumber we sent has plenty of experience with tankless water heaters and performed the cleaning properly and has no relation to the trouble code....
Looking in the history from prior service you had the very same code a year earlier and it never returned for over a year. The cleaning and error code are two separate issues and we only charged you for the services done, the cleaning. We were there much longer than that searching for this trouble code that never surfaced again after hours when we could not seek tech support from Rheem. You had hot water when we left. Terry has no recollection of this call and we did try to arrange a return visit when the code service again after you called in. I am sorry that you needed to call another company if you felt we were not quick enough for the trouble code but we did not charge you for this time anyway. The part the other company found has nothing to do with the cleaning and really not sure if it was the reason for the trouble code but the bottom line is if we returned or the different company made this repair it would have been additional to the cleaning services. We were at your home for almost 4 hours. Clearly You were not charged what you should have been and we only charged for the discounted maintenance services because the error code simply was not there before or after the cleaning. The cleaning services can not be done if the unit was not functional to begin with. Sorry but we cant give a refund for services performed as they are unrelated to the problem you had after this visit. The cleaning services were done period. My name is Sal S[redacted] not Sam S[redacted] which the letter you sent to my office was addressed to Sal S[redacted]. I am not sure how this error happened but let's be clear, I am Sal S[redacted] of Sal's Heating and Cooling Inc. Thanks, Sal S[redacted] President.
HEATING & COOLING. I PLUMBING & SEWER 11701 ROYALTON ROAD NORTH ROYALTON, OHIO 44133 440.582-4748 April 24, 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 3/8/17. 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 were originally notified of Complaint No. [redacted] regarding [redacted] on April 11, 2017 when a representative of the Revdex.com contacted us to see if we received the Complaint. We had not and, after several discussions, the Complaint was emailed to our office. [redacted] contacted our office regarding an issue with the filter on her newly installed furnace. We installed the furnace to the same specifications as the original furnace. Unfortunately, modifications have been made of the years to the furnace installed and the blower cabinet is shorter and smaller than on her previous furnace. I apologize as I was not notified that [redacted] wished to discuss this matter with me until I was made aware of the Revdex.com Complaint. Unfortunately, due to modifications of the furnace by the manufacturer, we could not anticipate this issue. Sal's Heating and Cooling offered to split the cost of a filter grill with [redacted] to alleviate the issues of changing the furnace filter. The cost of the filter grill is $400.00. We offered to install the furnace grill for $200.00. Thank you, Salvatore S[redacted] President & CEO Sal's Heating and Cooling, Inc. (440) 582-4748
This letter will serve as the written response to your complaint dated 11/24/15. 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. On 10/5/15 our senior service technician diagnosed and replaced a bad thermostat. Upon his diagnosis and replacement the boiler worked properly, so that did not warrant further investigation or diagnosis of the boiler, which would have incurred more cost for the customer and there was no odor of gas. Mr. [redacted], I'm sure, would not have been happy to pay additional charges to "diagnose" a working boiler once the thermostat was changed. Two weeks passed before we received the call that the gas company had shut the boiler down. We stand by our investigation that another party tried to repair the boiler after we were there and replaced the thermostat. A gas leak would have been detected immediately after our initial service call had we touched the boiler, as he claims, which the service technician has stated he did not. I again apologize for what Mr. [redacted] feels as a lack of communication. Joe still states he did contact Mr. [redacted] and relayed our findings. With the volume of business we do, we do all we can to return phone calls. I am not clear on what our M.O. is, but we return phone calls...plain and simple. We have and were paid for our services by Mr. [redacted] because the repair was made. It is hard to believe that anyone would complain about making a repair and solving the issue. We do care as we responded and investigated your claims. We are unable to give a refund as our investigation resulted in information being relayed to us that another party had worked on the boiler previously and the initial service technician did not work on nor touch the gas valve or boiler to cause the damage. We are a professional highly qualified service company and customer satisfaction is very important to us. It's disappointing that Mr. [redacted] is still dissatisfied, although we are pleased we did our job. Thank you, [redacted] President & CEO Sal's Heating and Cooling, Inc. [redacted]
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.
The merchant can call his services whatever he likes. The company was not clear on any omissions or exclusions to the coupon and was for sale publicly on Groupon for $55.00 (attached). I was forced to use this merchant due to the fact they are the only authorized service provider in Akron for the product I have. It makes it worse, that I am held hostage to not freely shop other service providers. However, the BAIT AND SWITCH claim still stands as the service rendered has not remedied the problem and I am still without hot water. Instead of the merchant trying to come to an equitable solution, he merely tries to lecture me on the definition of BAIT AND SWITCH. Merchant further does not understand that I own and operate 3 companies in Summit Co. He appears to be satisfied with his lecture, so I will further pursue this matter with the Revdex.com, State Attorney General, the manufacturer of the product, and post blogs on every review website I can find. If this merchant freely operates in an unscrupulous business manner with me, I can only imagine what he does to the uneducated consumer of his services.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Once again, Mr. [redacted] admits, "We did offer to return to check to see if the gas valve was the issue
and, as a courtesy, I would not have charged even if it was not the gas valve." As I have stated previously, I agreed to this offer and this appointment was scheduled with my mother waiting at my home for the repair technician. Therefore, Mr. [redacted] continues to misstate the reason for the cancelled appointed. He previously stated I "was seesawing back and forth
with the offer, it may have gotten cancelled in our system". In his most recent statement he suggests that "The call was cancelled as you the customer was not available." So which is it? It may have gotten cancelled or it was cancelled? I was seesawing or I was unavailable? The answer is none of the above.The answer is found in Mr. Sidoti's own words. "Her unwillingness to pay if the gas valve was not the issue is the issue here." That is the reason he went back on the offer made by his employee for a return appointment at no charge, that he himself admits was made, and cancelled the appointment without even the courtesy of a phone call. This matter is not closed because Mr. [redacted] has yet to make the situation correct for his customer. I request again a full refund of the cost of the gas valve and the service charge to install the gas valve.I will have my mother, [redacted], email you, [redacted], to provide a statement that she was waiting at my residence for the repair technician.
Regards,
[redacted] Email from mother:Concerning the complaint by [redacted] against Sal's Heating and Cooling: [redacted] asked me if I could come to wait for the serviceman who was scheduled for October 27, 2015. [redacted] had had previous work done by Sal's, but the furnace was still not operating correctly. The serviceman was scheduled to come that morning to check the problem as a follow up to the original service.I arrived at the house at 7:30 am and waited until 11:00 am when [redacted] said she had called Sal's to see when someone would be arriving. She was told that no serviceman was being sent and that they hadn't gotten around to calling and telling her that.Therefore my entire morning was wasted due to the lack of consideration and poor service on the part of Sal's Heating and Cooling.I hope that this issue can be resolved in an equitable manner.Sincerely,[redacted]
Business responded to complaint. See attached.Business response also copied and pasted below by Revdex.com staff 1/20/15. January 19, 2015[redacted] ...
[redacted]@cleveland.Revdex.com.orgRevdex.com, Inc.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 1/13/15.Response:This letter is to clarify the series of events in a truthful matter. The events in this complaint have been twisted to favorthis complainant.The filthy filter we found causing no airflow caused the issue and part to fail. There is no play by play book of when tochange a furnace filter. Indoor air quality and living conditions determine how often a furnace filter should be changedand maintained. Any and all furnace manufactures void all warranties without proper maintenance. No exception here.Properly maintained equipment will avoid nuisance calls like this one. The customer is now required to sign the invoicebefore we step foot in the home during the warranty period. This is done to confirm payment will be made if the causeof the issue is the customer's lack of maintenance, which applied in this situation. Since we don’t bill anyone, other thanour loyal commercial customers, I am not sure why this complainant said we would bill him. What does not havingpayment at that moment have to do with the invoice agreeing to pay before we did any exploring of the cause after thefact? He signed the agreement to pay and knew he may have to pay and allowed us to work on the system knowing hesigned an agreement to pay upon completion of the service call. The money is owed (invoice enclosed). On 1/8/15 theheat stopped working because of the plugged filter. Later that evening the furnace needed serviced again due to adamaged pressure switch, which we were going to change out under warranty due to great customer service eventhough the cause was customer negligence. It had everything to do with the filter, not the flue pipe. We recommendedthe flue pipe be raised due to ice buildup. Twelve inches above grade is well within code and will pass inspection in anymunicipality.As this complainant indicated, we advised warranty work is done during normal business hours, Monday through Friday.Emergency service is always charged no matter what the circumstance due to staffing and priority clients. This isexplained up front on the phone and in every contract we get signed. The customer knew that by having us come out onSaturday, signed agreement, had service tech fix it, and reneged on the agreement. Signed invoice from the technicianis enclosed that the customer is refusing to pay.The reason it was not fixed properly was due to part availability and the part failed due to the customer’s negligence inthe first place. American Standard was nice enough not to charge him for this and Sal's Heating also did not charge himfor that visit on Thursday. What more does a customer want? We cannot keep working for free due to customernegligence and lack of maintenance. He was told the cost of emergency service. He authorized it twice, once from callp.2number 1 Saturday morning and twice getting the invoice signed in his kitchen, before we got heat. Signing anagreement means nothing anymore except in a court of law. The roll out switch tripped because of lce buildup on theflue pipes. We are not in the ice making business. Mother Nature is and that was the cause. His house, his ice, hisproblem. Three different problems/three different techs all caused by dirty filters and ice buildup NOT Sal's Heating andCooling, Inc.If maintenance had been done on the customer's part, the Saturday visit would not have been needed. Why would youcall another company if your heat has been working since the Saturday visit? We changed nothing but removed the iceand reset the roll out, which is common failure for ice buildup. We were going to install the part at no charge and alterthe ?ue to help prevent ice buildup that next Tuesday, but this customer will not pay the invoice he agreed to pay. Hewas the cause of, warned, and informed of this before service was done. The customer will be mailed an invoice heagreed to pay by signing the service ticket (enclosed).This customer needs to finish his sentence. When he called to see if we were coming, he said we weren't coming (notperiod) and needed to complete what was said. What was said is we weren't coming out until the invoice is current andpaid as he agreed to do multiple times.A licensed Contractor must get the part. The public can't purchase the part over the counter due to the certificationsone is required to have to be able to purchase them.Please forward the respectable companies invoice to support his complaint as we will ours.The city inspector called our office and delayed the inspection until this customer pays his invoice. Not sure how thiscustomer claims we failed as he has not even done the inspection and knows we follow procedure. Hence, calling ourshop in disbelief.Desperate people do desperate things. No exception here. Simple solution, pay the invoice due. All will be finished andwarranties will be honored. The invoice will be mailed or call in a credit card. Good Day!Thank you in advance, [redacted]Sal's Heating and Cooling, Inc. [redacted]
[redacted],I apologize for the confusion. I can not apologize if we don't even know what the cause was and why we offered to take a look. I said the pictures look like it MAY be preexisting. Not were preexisting. I offered to send the plumbing supervisor over at no cost to look at the...
alleged damages. We take responsibility when at fault but at this point nobody can tell or be sure. All you need to do is research our reputation and you will see we are ethical and top of the mark. I will simply share the email with the Revdex.com sharing the intent of this customer along with the insults I am not sure if anything should or can be done to resolve this issue. Please read below. Decide for yourself what should be done. Clearly much more aggressive than this complaint. Which may be actionable. Unfortunately, I didn't see this email until now. Pre-existing? B.S.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Apparently, you're like [redacted], in that when there's a complaint, jump to the conclusion that gets you off the hook; the road of unethical. That's OK. Sal's ruined my vanity, regardless of what you infer. That's fact and unalterable. Another fact, I may not be able to affect your business, but I don't have to give you any more of mine...and I will be happy to give you a review to all my friends, acquaintances, etc.I believe that whatever goes around, comes around and ultimately, you'll get your due consequences for the way you run your business. No doubt you sleep well...people without conscience typically do. I will sleep well, also, knowing that it WILL catch up to you one day.On the plus side for me, you have confirmed what I have always believed about the lack of integrity in the construction/trade industry. Now, I begin to wonder about intelligence..Most Sincerely,[redacted]Please advise the next step, I advise the complaint is closed and dismissed. Thanks, Sal
I do apologize if we missed something on our initial diagnosis and a bad capacitor can mimic a bad compressor. I believe it is [redacted] not [redacted] who worked for me a long while before going on his own and if true he can verify this. We can never go off of another contractor's diagnosis due to the...
bias opinions they may have. Therefore we can not offer a refund for that reason. Please know that we always offer to return at no charge for a second opinion and would have liked the chance to do so. Thanks for bringing this to our attention and I will look into the matter to see what was done here or if anything further needs to be addressed. Thanks, Sal
Sal’sHEATING & COOLING, INC. PLUMBING & SEWERSaIsHeatAndCool.com 11701 ROYALTON ROAD NORTH ROYALTON, OHIO 44133 440-58Z-4748 June 13, 2016 [redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 RE: Complaint No. [redacted] to Revdex.com Dear [redacted], This letter will serve as the written response to your complaint dated 6/1/16. 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. It is unfortunate that Ms. [redacted] is still dissatisfied with our response. It is, and has been, Sal's Heating and Cooling, inc.'s policy that we do not schedule nor service warranty repairs after hours or weekends. This would include handling calls with home warranty companies unless the customer authorizes after hours rates as in this case. If the service technician was told ahead of time that a home warranty company was involved, he most definitely would have informed the customer that they would need to wait until Monday for our services or pay additional for after-hours services. Ms. [redacted] mentions she had to call a second company out to correct our services. This is untrue as it was the home warranty company's decision to have another company come out to make the repairs as they wanted one of their companies to make the actual repairs. The other service company's invoice states that they were "not sure what work was completed by service tech from Sal's". Which would conclude that we did not make repairs as we were not authorized by the home warranty company to do so. The valves would not have been changed, as Ms. [redacted] states is required by code, by our service technician as he was not authorized to make any repairs by the home warranty company. Our service technician could not in good conscience leave the gas lines disassembled when repairs were not authorized. From the discussions with our service technician, he reinstalled the disassembled gas lines and made no repairs as they were not authorized and as he was instructed to do. It is interesting that Ms. [redacted] is stating that she has left 3 voicemails for Jim. Sal's Heating and Cooling does not have voicemail option. We have live representatives that answer our calls 24 hours a day 365 days a year. Simply stated, Ms. [redacted] may not like the truthful answer she is receiving from our company. We are not going to refund any portion of the charges. As stated previously, the service ticket is signed and acknowledged in both areas. One area that they agree the rates have been explained to them and they agree to pay in full for service call and labor and the other area that they are satisfied with the work performed. It's dearly stated on the service ticket below both signatures. if the customer was not in agreement, they should have refused service from the start and not signed they were satisfied. We are confused as to what Ms. [redacted] when she states the service technician lied on the receipt as to what he performed. From what appears on the service ticket provided by Ms. [redacted], our service technician diagnosed what he found and what repairs needed to be made. There is nothing stated on the service ticket that any repairs were made. Our service technician did not overcharge Ms. [redacted]. He charged for his time and trip charge which was explained to her when the service ticket was signed before he started his diagnosis. Once again, it was the home warranty company that did not want the repairs done and to send their own company out to perform the repairs. They were not in agreement with what our charges were to perform the repair and wanted a second opinion. Another company wasn't called out to address anything our service technician did or did not do as Ms. [redacted] keeps claiming. Our GPS records show that our service technician was there closer to 4 hours, not 2 hours as Ms. [redacted] is claiming. Again, it is unfortunate that Ms. [redacted] is still dissatisfied with our response and did not follow his insurance company's requirements. As was stated previously, this is an issue between her and her home warranty company regarding reimbursement. Our service technician needed payment for his time to diagnose the repair seeing the home warranty company did not authorize the repairs to be made. I am attaching a copy of the service ticket so she can reference what the signature agrees to, terms of payment and satisfaction of work performed. We are unable to refund Mr. [redacted] any of his justified charges and hope this concludes this matter. Thank you, Salvatore S[redacted] President & CEO Sal's Heating and Cooling, Inc.(440) 582-4748
[redacted], I just reviewed what my tech wrote on the invoice. The other company may have been able to jump start the compressor temporarily but my tech found and noted that it was shorting out to the casing. Every now and then you can get it going again with a hard start kit or giving it a harder jolt. He also noted the capacitor was swelled and in need of replacement which was not done by us. He recommend replacement due to age and condition. Now, I am glad that the other company got it going. I also wish we could have worked it out before the complaint was filed but at this point with your current position and what was found the day of service we will stand by the original diagnosis and service was provided after hours. Refunds are not given for for opinions not agreed with and the call needs to be covered as we were there and we did give our opinion which I think was correct and the compressor will fail again in time due to age and condition. Thanks. Sal
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, I have already provided the details of my complaint in complete accuracy and I am tired of being attacked/called a liar by this business owner. I am steadfast in my recollection of the events and regardles off the latest response still firmly believe thar Sals Heating and Cooling is not acting in the best interest of me, a customer, and the general public as a whole
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[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. It is unfortunate Ms. [redacted] still feels her complaint is not resolved. Ms. [redacted], in her previous response, stated that she would not pay for us to return to diagnose if her gas valve was not the issue. There would have been diagnosis time to see if it was indeed the gas valve that was causing the problem and, if the gas valve wasn't the issue, that diagnosis time needed to be paid for. As was stated in our previous response, it is our discretion if a service call may be waived if a new unit is purchased. Ultimately, it is my call as to what charges are "waived" or "credited". That is the case here. Ms. [redacted]'s refusal to pay for our diagnosing her unit after our initial service call appears to be what is causing her confusion. Our stance remains the same. A refund is not justified as the unit was working upon our departure. We cannot absorb the cost of Ms. [redacted] choosing to not take our recommendation that the furnace should be replaced and went ahead and authorized our replacing the gas valve (see attached service ticket signed by her husband [redacted]). We still consider this matter closed as the new furnace has already been purchased by another service provider confirming the problem indeed was NOT our gas valve. Thank you, [redacted] President & CEO Sal's Heating and Cooling, Inc. [redacted]
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, 2015 with a...
"no heat” complaint requesting service. Ms. [redacted]’s furnacewas installed August 5, 2014. According to our records, Ms. [redacted] stated that she lost power the morning of April 25, 2015. Ourdiagnosis and repair was that a transformer blew on her panel box, which is not equipment Sal’s Heating and Cooling provides. Thisequipment would not be covered under warranty. Her furnace ran all winter from the install of August 5, 2014 up until the poweroutage of April 25, 2015. Ms. [redacted]’s transformer/panel is what caused the issue with her furnace, not any part of the installationby Sal's Heating and Cooling. l 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 installation. This is no fault of Sal’s Heating and Cooling or its technicians. Ms. [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]
August 14, 2015
This letter will serve as the written response to your complaint dated 7/31/15.
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. we returned to Dr. [redacted]’s property,...
on August 4, 2015, to address the intermittent issues he was still having. Our service technician found that Dr. [redacted]: existing [redacted] thermostat was wired incorrectly by the previous Installer or home owner and that was causing issues with the new air conditioner we installed. Our service technician re-wired the [redacted] thermostat behind the wall so that it was correctly installed and everything was working properly upon his completion. The way it was wired previously would cause the unit to work intermittently. During installation of our new unit, we can only assume behind the wail it was properly wired from previous services.
Dr. [redacted] is questioning whether or not this should have been found and corrected upon installation. We hooked up his system to the existing thermostat. Seeing the issue was with his [redacted] thermostat, installed by others, wiring located out of view behind the wall, we would not have seen an issue when we installed the air conditioner as it ran through all the check points after Install.
We have spoken to Dr. [redacted] on two occasions since August 4, 2015 to verify everything is still operating as it should. Dr. [redacted] still has not contacted the occupants of the property to verify everything is working well. He is out of town and will be returning this weekend and stated he will contact them upon his arrival and contact us next week. we can only assume no news is good news since the occupants never had a problem calling him when they actually had one.
We apologize for the inconvenience to Dr. [redacted] and hope that his issues are now corrected. Sometimes when we rely on others to do the job right before us, these things happen.
Thank you in advance,
[redacted]President & CEOSal's Heating and Cooling, Inc.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
August 24, 2015
This letter will serve as the written response to your complaint dated 7/31/15.
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.
We are responding to address Dr. [redacted]'s concern regarding the added service charge.
Our previous response explains in detail why the charges were appropriate. We would not have checked inside the wall as the thermostat was installed by a previous installer or home owner, not by Sal's Heating and Cooling, Inc. and the air conditioner was working properly on the day of install and when our service technician came out to diagnose the issues they were having. Our installation did not cause the issue that prevented Dr. [redacted]'s air conditioner from working properly. His service ticket clearly states that if the issue was not due to our install, charges would apply. We did, however, return at No Charge to correct the issues Dr: [redacted] was still having which led to our finding the wiring issue. We again apologize for the inconvenience to Dr. [redacted] and are pleased to hear that all his equipment is working at this time.
Thank you in advance,
[redacted] President & CEO Sal's Heating and Cooling, Inc.[redacted]
Business responded. See attached.Business response copied and pasted below by Revdex.com staff 3/12/15.March 12, 2015RE: Complaint No. [redacted] to Revdex.comDear [redacted],This letter will serve as the written response to your complaint dated 3/10/15.Response:Ms. [redacted] called into our office and provided [redacted] Parks with the name and phone number of her insurance contact.[redacted] called and left a voice mail for [redacted] with the information they were looking for on 3/10/15 at 10:44 a.m.and provided her return phone number should [redacted] require any additional information.Thank you in advance,[redacted] President & CEOSal’s Heating and Cooling, Inc.[redacted]
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.My unit did not have an error code when we called. David was at our home for so long because he was in over his head. He created the code and cleared before he left but came back on as soon as we turned the water on. No problem with David as he is learning. That is why he was so long.Terry does not recall because he never returned the call. Carmen said she elevated the issue to Terry at 8AM. When I called back at 10:30 AM he was out of the office and she said she would send him an email. 9 hours later Joe from parts called and was very apologetic. He wanted to send someone back out who had experience with my unit. Simple proof that David did not have the experience necessary and someone (Terry?) told him to call. This situation would have been resolved with a timely return call.The business can keep the Money. It is the last dollar they will ever see from me. I will tell my story any time someone is looking for that type of service.Clearly there was a breakdown in communication within the organization. I am done with this business.[redacted] Ok
Regards,
[redacted]
Actually the price does affect the performance of the unit especially when you are talking about 2 stage unit and high efficient units that cost much more than the average 13 and 16 seer single stage units that have the ½ ton option. What I did offer out of the kindness of my heart was the 20 seer unit. We did bring out the proper sized 20 seer unit but you did not like the manufacture date of this unit and we ended up installing what you were originally quoted. We were never not upfront about this and you are not being truthful to strengthen your claim. We did grab the 5 ton unit in error, and was quickly realized and remedied without incident. The 2 ton unit was on the contract you signed and agreed to and hope that answers how a comfort care dealer handles this and is hardly worth mentioning. I have never been to your home, Scott Goins was and yes everything in your home needs to be properly insulated and to code for this properly sized unit to run properly. So yes remodel your home and do not expect us to size to a bad building design in need of updates. You are definitely right, We should have never taken the job. [redacted] would have been perfect for this type of customer. They would have never been this hands on and involved for sure. If you like we can transfer all of your warranty over to them. NO PROBLEM. Just call American Standard an ask for it, we will gladly and happily agree. We stand behind the installation, have been there many times with American Standard and we the professionals and reputable companies, found nothing is wrong with the system installed. We can’t just try to change it to a 3 ton without absorbent cost and it simply just don’t work that way. It was all about the money and the reason you went with the lowest bid asking us to match it in my office. Brand names have nothing to do with size and BTU’s only quality. It is evident we stand behind our work with your brothers satisfaction and the reputation you keep mentioning and know we have. Again problem customer and complainer is spot on here. This will be my last response with this as I have done all I can do for you. Have your warranty information converted to [redacted] and I am sure you will be much happier. At this point we have done all we can do for you and there is nothing to fix.
Jan, I called you the very day I received your letter, please check your voice mail and if you don't have it we have a record of the phone call. The plumber we sent has plenty of experience with tankless water heaters and performed the cleaning properly and has no relation to the trouble code....
Looking in the history from prior service you had the very same code a year earlier and it never returned for over a year. The cleaning and error code are two separate issues and we only charged you for the services done, the cleaning. We were there much longer than that searching for this trouble code that never surfaced again after hours when we could not seek tech support from Rheem. You had hot water when we left. Terry has no recollection of this call and we did try to arrange a return visit when the code service again after you called in. I am sorry that you needed to call another company if you felt we were not quick enough for the trouble code but we did not charge you for this time anyway. The part the other company found has nothing to do with the cleaning and really not sure if it was the reason for the trouble code but the bottom line is if we returned or the different company made this repair it would have been additional to the cleaning services. We were at your home for almost 4 hours. Clearly You were not charged what you should have been and we only charged for the discounted maintenance services because the error code simply was not there before or after the cleaning. The cleaning services can not be done if the unit was not functional to begin with. Sorry but we cant give a refund for services performed as they are unrelated to the problem you had after this visit. The cleaning services were done period. My name is Sal S[redacted] not Sam S[redacted] which the letter you sent to my office was addressed to Sal S[redacted]. I am not sure how this error happened but let's be clear, I am Sal S[redacted] of Sal's Heating and Cooling Inc. Thanks, Sal S[redacted] President.
HEATING & COOLING. I PLUMBING & SEWER 11701 ROYALTON ROAD NORTH ROYALTON, OHIO 44133 440.582-4748 April 24, 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 3/8/17. 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 were originally notified of Complaint No. [redacted] regarding [redacted] on April 11, 2017 when a representative of the Revdex.com contacted us to see if we received the Complaint. We had not and, after several discussions, the Complaint was emailed to our office. [redacted] contacted our office regarding an issue with the filter on her newly installed furnace. We installed the furnace to the same specifications as the original furnace. Unfortunately, modifications have been made of the years to the furnace installed and the blower cabinet is shorter and smaller than on her previous furnace. I apologize as I was not notified that [redacted] wished to discuss this matter with me until I was made aware of the Revdex.com Complaint. Unfortunately, due to modifications of the furnace by the manufacturer, we could not anticipate this issue. Sal's Heating and Cooling offered to split the cost of a filter grill with [redacted] to alleviate the issues of changing the furnace filter. The cost of the filter grill is $400.00. We offered to install the furnace grill for $200.00. Thank you, Salvatore S[redacted] President & CEO Sal's Heating and Cooling, Inc. (440) 582-4748
This letter will serve as the written response to your complaint dated 11/24/15. 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. On 10/5/15 our senior service technician diagnosed and replaced a bad thermostat. Upon his diagnosis and replacement the boiler worked properly, so that did not warrant further investigation or diagnosis of the boiler, which would have incurred more cost for the customer and there was no odor of gas. Mr. [redacted], I'm sure, would not have been happy to pay additional charges to "diagnose" a working boiler once the thermostat was changed. Two weeks passed before we received the call that the gas company had shut the boiler down. We stand by our investigation that another party tried to repair the boiler after we were there and replaced the thermostat. A gas leak would have been detected immediately after our initial service call had we touched the boiler, as he claims, which the service technician has stated he did not. I again apologize for what Mr. [redacted] feels as a lack of communication. Joe still states he did contact Mr. [redacted] and relayed our findings. With the volume of business we do, we do all we can to return phone calls. I am not clear on what our M.O. is, but we return phone calls...plain and simple. We have and were paid for our services by Mr. [redacted] because the repair was made. It is hard to believe that anyone would complain about making a repair and solving the issue. We do care as we responded and investigated your claims. We are unable to give a refund as our investigation resulted in information being relayed to us that another party had worked on the boiler previously and the initial service technician did not work on nor touch the gas valve or boiler to cause the damage. We are a professional highly qualified service company and customer satisfaction is very important to us. It's disappointing that Mr. [redacted] is still dissatisfied, although we are pleased we did our job. Thank you, [redacted] President & CEO Sal's Heating and Cooling, Inc. [redacted]
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.
The merchant can call his services whatever he likes. The company was not clear on any omissions or exclusions to the coupon and was for sale publicly on Groupon for $55.00 (attached). I was forced to use this merchant due to the fact they are the only authorized service provider in Akron for the product I have. It makes it worse, that I am held hostage to not freely shop other service providers. However, the BAIT AND SWITCH claim still stands as the service rendered has not remedied the problem and I am still without hot water. Instead of the merchant trying to come to an equitable solution, he merely tries to lecture me on the definition of BAIT AND SWITCH. Merchant further does not understand that I own and operate 3 companies in Summit Co. He appears to be satisfied with his lecture, so I will further pursue this matter with the Revdex.com, State Attorney General, the manufacturer of the product, and post blogs on every review website I can find. If this merchant freely operates in an unscrupulous business manner with me, I can only imagine what he does to the uneducated consumer of his services.
Regards,
[redacted]