Revdex.com spoke with the business today and they stated that messages were left for the customer as well as two "sorry we missed you" notes placed on her door They stated that they made every effort to provide the service and no one was at home At this point, they still have the part and
wish to install the part for you They have stated that messages have been left and attempts to reschedule which have not been returned or declined The business would like to complete the service as requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Sparks Monroe has yet again used unethical and deceptive practices.There were total scheduled attempts to come and review the issues with the work done by Sparks Monroe, not I have the phone logs and days off from work to prove itAlso each one of these scheduled appointments did not have a service fee associated with or agreed toSo the final scheduled appointment that we did not approve was because fewer than minutes before the serviceman was supposed to be at our house, we received a phone call stating that if we didn't give our credit card for a service fee, nobody would be comingAt this time I asked why we weren't charged for the previous missed appointmentsThe representative said that she did not have an answer for me When asked to speak with her manager, she would not allow me to, nor tell me his or her name. I'm assuming that this "Service Fee" was invented because of the arguments with my wife over scheduling, which only occurred because the representative threatened that Sparks Monroe would never come to finish our job--yet they took our moneyI should have read the other complaints about scheduling issues and rude unprofessional customer service before picking this company. Other customers within the last few weeks: (google.com reviews)I am only giving them one star to be able to publish this postThey never actually showed to my house after setting appointmentsI waited weeks for the initial appointment and they didn't showI called to find out what happened (they had no apology or explanation) and to rescheduleThey offered to come out the next weekI waited another hours, for a no showCalled again and they offered to come out todayI am still waitingThis is the worst company I have ever worked withTheir customer service reps were rude and actually hung up on me when I calledI would never, ever recommend them to anyone.EXTREMELY POOR CUSTOMER SERVICEI scheduled an appointment for a furnace maintenance check for which I had a $voucherOn the day of the appointment, I called the company to let them know that a family member would be home instead of meThe woman I spoke with insisted that I was not scheduled for an appointmentAfter a lengthy conversation, she finally remembered our conversation when I set up the appointmentHer story then changed to "they had a lot of emergencies and had to cancel or reschedule a lot of appointments"No idea why I wasn't notifiedIn anycase, I asked about rescheduling as quickly as possibleAnswer : it will cost me a service fee of $and no, they will not honor the $voucherI decided it was not worth it to deal with this company since I'm already having a problem with their integrity and reliabilityI don't want to take the chance of having them work on anything in my houseI called another companyand am all set!Purchased an amazon local certificateDespite calling twice to schedule they finally set a date then did not showI called to ask if they ran into trouble and needed to cancel but they told me I was not on the scheduleHow unprofessional.After paying for an Amazon Local deal for a chimney sweep I figured it would be a quick and easy appointmentI called and they were very nice and scheduled me for the Monday morning block (8am-12pm) and they would call me mins ahead when they are on their wayI asked my boyfriend on his day off of work to stay home and make sure to be there for this appointmentI ended up calling on my lunch break at 12:asking why I never heard and why no one showed upThere was supposedly A LOT of emergency heating problems so they apologized and scheduled the appointment for the next MondayI understand things happen so I was not upset about this and rescheduledYesterday was my second scheduled appointment for the afternoon 12-and again I hear nothing until 4:The lady on the phone told me that unfortunately they had an emergency with a little old couple and their heat and had to cancel my appointmentCANCEL?? A half hour before the time block is over anyway? and a half hours in a time block and you couldn't call me and tell me that we had to reschedule for a 3rd time and I could let my boyfriend leave the house? Then they said we can schedule again but it would be more than a month outI called Amazon and they were awesome and apologized and said they would let their business director know that this company is very hard to work withI got a full refundThank goodness!I called three time to attempt to schedule an appointmentWas promised two return calls that did not happenI finally got an appointment scheduled and was given a window for arrivalI left work and there was a no call, no show, for that appointmentI am not sure why I have to work so hard to give them my businessDo not feel like a valued customer at all.At this point, we want a full refund.*** ***
Due to very inclement weather on 1/28/the appointments for Furnace Maintenance between the hours of 12-5pm had to be rescheduledThe low temp that day was 1-degrees Fahrenheit and we were inundated with no heat callsAt Approx1:30-2pm our office spoke with *** Quinn, the complainants
husband, and informed him that we would have to rescheduledHe was very understanding and rescheduled a new appointment for February 10th between 8a-12pA few hours later *** *** spoke with our afternoon part time office assistantShe threatened her with bad reviews and complaints as well as becoming abusive when we pointed out that we had already spoken with mikeShe said " I don't give a st if you spoke with *** or not, and if you are no here this afternoon then I expect to see you in the AM." The following AM *** *** called the office again and spoke with the Office Manager who apologized profusely for having to reschedule due to an emergency situationTo which Ms*** said "Not my problem!, I don't care if they have heat or not I want you here for my appointment." We reiterated that it s our policy to make sure people are warm first, and reminded her that we did reschedule with her husband for an appointment next weekShe became abusive with her language and said " you are not the only heating company in Rochester." At this point I suggested that we calm down and listenShe continued to yell and be abusive so we told her to hire another heating companyWe also would not be opposed to her getting a refund from GrouponThen we hung up the phoneOur desired settlement is for us to not hear from her again
As of 8:30am today (12/8/14) his credit card has been credited the $I am unsure how long it takes to actually hit his account but I have made the amends on our endHave a good day
Ms *** had service completed by Sparks Monroe on Jan 27th at the address of * *** *** *** ** *** We cleaned and inspected the Furnace, at this time we recommended a replacement of the inducer motor and quoted her a priceOur Technicians noticed that the motor had
rust on it and was noisyHe did complete a full maintenance of the equipment and was paid for with a ***On February the 15th she contacted our office and asked for a detailed invoice of the services preformedThis was sent via email on the 16th to Ms***Our company since has not heard from the customer or have had any issues brought to our attention
We Were initially out at the customers house on 7/30/when we completed chimney sweepsAt this time my technicians had noticed from repair that was needed for the chimney and had left the homeowners a quote for the work to be doneAt that time they had quoted them for some pointing because
there were morter joints that were broken as well as sealing the metal chimneyThe work was authorized and completed on 8/7/During the next months the custopmers did not call with any issues related to thisThe customers later called stating that they had a leak in the chimney and would need to have service to have this checked out, this was in October. They did have a scheduled appointment that needed to get rescheduled because we had emergencies that day. The next appointment was scheudled for Friday November 10th, I had asked the customer if it was okay to switch till Monday and take care of the service then as we were very backed up with no heat callsShe agreed and said Monday would be fineMonday morning came around and the customer called the office stating that she needed an appointmentI explained to her that she was all scheduled and set for today (being Monday) between the hours of 12p-5pm and they would call her when they were on thier way out. She said no because she had things to do that dayI explained to her that she confirmed this Friday when we spoke and the customer said she was in a rush and just agreedFor any sort of service call there is a fee to disbatch a truck outSerivce call fees are I explained to her that if for some reason the leaking was due to the work that we had done previously that she would not be charged for this, but I would need her to be aware of this because if it was unrelated then this charge was be applicableThe customer became upset and began to curse and yell. I again exaplined if it was related there would be no chargeShe then hung upThe customer called the office numerous times to speak about this, I explained to her that I was willing to come out and take a look at her issue to help get her the result that was neededShe declinedAfterwards her husband called and I spoke to him as wellHe declined us to come out as wellI have a signed invoice from the work that we provided back in July & August, however the customer did not give us a chance to come out and see if the leaking was due to our work or not as all service calls and scheduled times were declined by the customersAttached are all invoices for this address
WE do apologize for any inconvenience to you from this appointment. When emergency calls come in sometimes routine maintenance calls will get rescheduled. We try our best to get everyone's service completed, but unfortunately when certain emergencies come in we must take care of those first. We...
would still like to complete this service for you, but do understand if you would like a refund from Groupon. We thrive as a company to have good customer service and communication with all our customers. Again apologize for any inconvenience to you and if you would like to give the chance to remedy this and get the service done that you have requested please give us a call and we will do our best to accommodate.
Yes, I received a refund from Groupon. I am not looking for a monetary settlement from Sparks. I think the public should know how they treat customers. Other consumers will lose money working with this business. They should not have groupon and living social offers, both currently running...for the same service..at 2 different prices, if they are not going to service the customer. Scheduling appointments and cancelling at the last minute for other customers. They are not an urgent care facility or 911. They schedule appointments with me, they should honor the appointment emergency or not. Instead they cancel and tell me there are other priority customers to attend to.Thank you,[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.
In addition to a refund for my purchase price, I would like a detailed written account of the tasks performed at [redacted] on January 27, 2015 as well as detailed written reason for repairs recommendation at that time. And for the record: David fully understood that the I wanted to use a 50% off service call coupon for a Sunday service call - he stated that it was only valid M-F during regular biz hours. I pointed out that I was looking at a copy of it on their website, which such no such thing, and we debated this for a few sentences. And for the record: the parts warranty on this furnace is not "extended" as per my certificate - I am aloud to use it with whichever contractor I choice. It's too bad these local HVAC companies don't put as much effort into satisfying their customers in a fair and transparent manner as the effort they put into defending themselves after a complaint is filed with the Revdex.com. Don't forget customers also talk to each other.
,
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.
We had a maintenance call on our furnace conducted on 11/4/14. First off, we were given a time block of 12-4pm, so I had to make arrangements with work. At 4:15 that day, I had to call the office to ensure we were still on the schedule as the time block had passed with no call from the office or technician. The technician arrived around 5:30pm that day, conducted the maintenance and made his recommendations. We paid him for that service. The next day, I called the office to schedule the repair and was told that I needed to pay half up front before the repair could even be scheduled. I paid $400 and scheduled for Friday, 11/7/14 for the same time block of 12-4pm. Once again, the time block came and went with no communication from the office or the technician. Well after 4pm, the technician called to inform me he was not able to come and we would need to reschedule. He unequivocally stated that he could not complete the repair that night. He further was unable to reschedule with me as he doesn't maintain the scheduling book. I immediately called the office and was told the scheduler was not available and that it was highly unlikely that we could get another appointment before 11/19/14. Perhaps that would have been a good time for her to tell me they have a 24 hr emergency line, instead of telling me it would most likely be another 2 weeks before they could come back to my house. I requested the manager to please call to discuss. I did not receive a call back. I then called again on 11/10/14 to request a refund and was told that only the manager is able to authorize that. I left 2 more messages that day for the manager to call me regarding a refund and received no call back. I called again the next day, Tuesday 11/11/14 and was again told that the manager was not available and no one there could help me. I left another message asking for the manager to call me regarding a refund. I have NEVER spoken to a manager regarding this issue despite my numerous requests for a return call. I am still waiting for a call back to discuss this issue but continue to get the run around each time I call. I have also sent a letter to the company requesting a refund. Because I had already rearranged my schedule twice and then was told that I most likely wouldn't get the service completed for almost two weeks later, I was forced to go with another provider. Having a technician tell us we have a gas leak isn't something we are willing to wait on, especially this time of the year when we need to run the furnace and we have young children. The bottom line is they were paid money to complete a service on 11/7/14. They canceled that appointment after we had been waiting for them for 5 hours. Why would I then tell him not to come when I needed the gas leak repaired? I have made numerous calls to the office to request a refund and have yet to receive a call back to even discuss the issue. They are holding money for a service that they canceled, forcing us to seek business elsewhere. I am requesting a full refund.
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.The response from Sparks Monroe is not true. Sparks Monroe has only been to our home on 11/5/14 at 9am for our furnace tune-up and then at 5:14pm on 11/12/14. As I stated in my complaint, no one was home at that time on 11/12/14. (No one was suppose to be home. We did not schedule a service call with Sparks for that time, in fact we told them that we were not available after 3:30 on that day.) The last phone call that we have received from Sparks Monroe was from their afterhours call center informing us that a technician was at our home on 11/12/14 at 5:17pm. I called the afterhours call center on 11/12/14 and was told to contact the main office. I called Sparks Monroe on 11/14/14 and 11/19/14 and was told that the owner would contact me. Since 11/12/14, they have NOT attempted to contact us and they have NOT sent another technician to our home. The only resolution to this matter is a refund of $347.08.Regards,[redacted]
Revdex.com spoke with the business today and the following was stated:The policy is that whenever a service call comes in it is required for a credit card to be on file for payment of the service call fee if applicable, however if the issue is directly related to something that was previously done and that is the cause of the current issue, then there is no charge. At this point we are not sure if the issues they have are due to any work that we performed, we don't know until we get there, and they would not authorize us to come out and inspect our work or the cause of the leak. We are still more then willing to assist the consumer at this point, but a credit card is required for the service charge, which will be refunded if the issue is related to work that we performed.
Mr. [redacted] had a service completed by Sparks Monroe on 11/4/14. At that time he was quoted a price for a gas valve and expansion tank repair. He called back on 11/05/14 to confirm he wanted the parts ordered and installed. At this time I gave him a total and he gave a credit card for a half...
down deposit. His card was charged on Nov 5th. His installation date was 11/7/2014 in our later block of 12-5pm. The technicians always give a call when they are on their way. When he did so it was a little bit after the 5pm timeframe, but out technician still offered to come out. The customer denied this. He then spoke with the afternoon assistant and told her that he needed the appointment for Monday or Tuesday. When I came into the office Monday morning I saw the note and added him to the schedule for the day. Please note that we have a 24hr answering service and no other calls were sent to Sparks Monroe over the weekend for his service being an emergency or an issue. We have already purchased this part for the customer and are still ready to install it. Mr. [redacted] stated that he did not speak with Management both days that he called Sparks Monroe however he did. At this point we are still waiting to see when we can install his parts for him and complete the service that he authorized and approved.
Revdex.com:For the four previously scheduled service attempts that we did approve, we were never requested to provide a credit card. The representative for this company has lied to us and the Revdex.com; at this point, we would not trust Sparks Monroe with our credit card information. Nor do we trust them to come when scheduled, or that any work would be done correctly--the job wasn't done right the first time.We expect a full refund and an apology in writing from the company, specifically from the representative [redacted].[redacted]
On 11/13/14 we were contaced by Ms. [redacted] because she had no heat at her residence. I explained to her that I would set her up for a service call but there was a fee of 89.95 in order to disbatch the truck out. She agreed and gave me her credit card information over the phone. My technicians...
arrive at 9:25 am and diagnosed a bad board. When he had pulled it out of the furnace it was very dirty and dusty, but was also wet. When it was tested it had no output from the board to the inducer motor. My technician spoke with both homeowners in regards to this repair, and they authorized a new board to be installed. My technicians left, got the part, and came back to install. After the sercive call was complete the customers signed the invoice and paid for the repair in full. Ms.[redacted] called the office and spoke with the office manager in regards to her issue, on Monday the 17th. She stated that when her husband came home from his out of state trip that he wanted to look at the furnace himself. When we were there at this residenace we did diangose a bad board and did get authorization for a new one to be installed. Their Furnace was not working when we arrived, there was repair needed. When we left the customers were warm and thier furnace was working. As far as the priceing for the repair. If you look at the invoice (attached) you will see that the service call was collected and "previously paid thru the office" and the repair totals are below. They were quoted $533.00 for the board but that it plus tax, tax being $42.64 making the total $575.64. The customers were aware, because they authorized, the service call fee inititally, 89.95+tax= $97.15. The customers were informed of all charges as Sparks monroe cannot preform any work unless it is authorized, please see attacehd invoice.
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]
To Whom It May Concern:I have thoroughly reviewed the complaint and all supporting documentation by [redacted]. I have also reviewed our business records regarding the property at [redacted]. First, the only service that we have ever performed at that address was on January 27, 2015. That service was a furnace maintenance that was paid for with a [redacted] Voucher with a purchase price of $29.00 for a value of $89.95 worth of service. There was repairs recommended at that time. The consumer declined to perform the recommended repairs. Upon reviewing our email records and our telephone records we received a telephone call on Sunday, February 15, 2015 at 7:20am. This call was dispatched to our on-call service technician whose name is [redacted]. He retrieved this call from our answering service at 7:28am. The consumer called our answering service again at 7:34am on Sunday, February 15, 2015 stating please call again and left an alternate phone number. We do have audio recordings of these calls. Stating "please call again" shows that there was a previous call by us. On February 16, 2015 we received another phone call at our office asking for clarification as to the handwritten notes from the work order for maintenance done on January 27, 2015. At 3:17pm our office responded with a typed clarification as to the handwritten notes to the maintenance performed on January 27, 2015 via email. We did not receive any further correspondence from the consumer until February 19, 2015 at 1:18pm where she forwarded an email to us from her tenant and I cannot state whether or not we responded to this for sure as email is not one of the mechanisms we use to dispatch service calls. After searching through all of my records, I do not find any other correspondence between the consumer and our company. I do see plenty of correspondence between the consumer and her tenant. In the correspondence with her tenant she asks her tenant "Do you want me to come over to do this? Or do you guys want to check it out, which may be faster? Lmk. Sparks Monroe is on a long wait time to get there. This email was at 8:00am on Febrary 15, 2015 about 10 minutes after our technician called the consumer. She also states that she tried to use a coupon for service and was unable to do so. Our technician David was under the impression that the consumer wanted to use a [redacted] Voucher maintenance coupon for a Sunday service call, not a 50% off service call coupon. We apologize for any confusion on that. Additionally, after reviewing the complaint details, I have done more research into this particular address and consumer within our industry. What I have found out leads me to believe the following: the furnace was purchased and installed by a different contractor which would be [redacted]; there was an extended warranty sold to the consumer at the time the furnace was purchased. Why the consumer chose to call us rather than the contractor who installed and held the warranty on the furnace I have no idea. Additionally, I spoke to the owner of [redacted] on March 17, 2015 and he informed me that he did, indeed, go to this property and performed a service call and repair on the equipment. He was able to get the parts covered under warranty and did charge the consumer for labor to replace to the parts. Additionally the owner of United stated that he never made any statements whatsoever about maintenance being performed properly or improperly. In reviewing the totality of these circumstances, it is my belief that the only possible mistake that my company or its employees may have made was a misunderstanding in which coupon the consumer was attempting to use on a Sunday morning service call. For this I do apologize. Additionally, it is obvious that the consumer is not happy with the maintenance that we performed on January 27, 2015. We do not want customers who are not happy with our services. Therefore, if this consumer chooses to ask [redacted] for a refund for her purchase price we would not oppose that. However, we cannot refund her as she did not spend any money with us directly. We would also kindly suggest that if she has a contractor who has performed good work for her and who she is happy with that she continue to use that contractor. I sincerely hope that this resolves the consumers complaint and closes this file and allows the consumer to not have to take any more time out of her busy life or require us to take any more time out of ours. Sincerely,Darren S
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.
The invoice does not state the board was wet and it was not mentioned during the repair until this morning by the tech during the phone conversation when I asked why a "fried board" now works. I approved to replace a board that was not working. I watched the tech test the board by touching the wires, start up the furnace, shut it down and then proceed to diagnose it had a bad board. After speaking with my husband, who agreed to replace the bad board, the tech left and returned and installed the board and started it again. When the tech took out the board he put it in my hands and said this is dirty-what do you expect from a 13 year old furnace. I am also including my pictures that I took to send to my husband so he could see what was happening and the screw left in the unit to hold the door open and the damage left behind.I'm disappointed in the service and the confusion on the billing made me question the quality of the repair. My husband would have just thrown out the old board if I hadn't questioned the second charge and the price of the part and labor which is not clear. I asked for the board you installed be removed and picked up and the repair refunded because it was not broken to begin with. You did something but replacing a working part is not what my husband authorized and not what I expected to be called "satisfied with service" and a misrepresentation of your customer satisfaction guarantee.
Regards,
[redacted]
*** left a message for Revdex.com and stated that they will be issuing a refund in the amount of $as requested
Revdex.com spoke with the business today and they stated that messages were left for the customer as well as two "sorry we missed you" notes placed on her door They stated that they made every effort to provide the service and no one was at home At this point, they still have the part and
wish to install the part for you They have stated that messages have been left and attempts to reschedule which have not been returned or declined The business would like to complete the service as requested
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Sparks Monroe has yet again used unethical and deceptive practices.There were total scheduled attempts to come and review the issues with the work done by Sparks Monroe, not I have the phone logs and days off from work to prove itAlso each one of these scheduled appointments did not have a service fee associated with or agreed toSo the final scheduled appointment that we did not approve was because fewer than minutes before the serviceman was supposed to be at our house, we received a phone call stating that if we didn't give our credit card for a service fee, nobody would be comingAt this time I asked why we weren't charged for the previous missed appointmentsThe representative said that she did not have an answer for me When asked to speak with her manager, she would not allow me to, nor tell me his or her name. I'm assuming that this "Service Fee" was invented because of the arguments with my wife over scheduling, which only occurred because the representative threatened that Sparks Monroe would never come to finish our job--yet they took our moneyI should have read the other complaints about scheduling issues and rude unprofessional customer service before picking this company. Other customers within the last few weeks: (google.com reviews)I am only giving them one star to be able to publish this postThey never actually showed to my house after setting appointmentsI waited weeks for the initial appointment and they didn't showI called to find out what happened (they had no apology or explanation) and to rescheduleThey offered to come out the next weekI waited another hours, for a no showCalled again and they offered to come out todayI am still waitingThis is the worst company I have ever worked withTheir customer service reps were rude and actually hung up on me when I calledI would never, ever recommend them to anyone.EXTREMELY POOR CUSTOMER SERVICEI scheduled an appointment for a furnace maintenance check for which I had a $voucherOn the day of the appointment, I called the company to let them know that a family member would be home instead of meThe woman I spoke with insisted that I was not scheduled for an appointmentAfter a lengthy conversation, she finally remembered our conversation when I set up the appointmentHer story then changed to "they had a lot of emergencies and had to cancel or reschedule a lot of appointments"No idea why I wasn't notifiedIn anycase, I asked about rescheduling as quickly as possibleAnswer : it will cost me a service fee of $and no, they will not honor the $voucherI decided it was not worth it to deal with this company since I'm already having a problem with their integrity and reliabilityI don't want to take the chance of having them work on anything in my houseI called another companyand am all set!Purchased an amazon local certificateDespite calling twice to schedule they finally set a date then did not showI called to ask if they ran into trouble and needed to cancel but they told me I was not on the scheduleHow unprofessional.After paying for an Amazon Local deal for a chimney sweep I figured it would be a quick and easy appointmentI called and they were very nice and scheduled me for the Monday morning block (8am-12pm) and they would call me mins ahead when they are on their wayI asked my boyfriend on his day off of work to stay home and make sure to be there for this appointmentI ended up calling on my lunch break at 12:asking why I never heard and why no one showed upThere was supposedly A LOT of emergency heating problems so they apologized and scheduled the appointment for the next MondayI understand things happen so I was not upset about this and rescheduledYesterday was my second scheduled appointment for the afternoon 12-and again I hear nothing until 4:The lady on the phone told me that unfortunately they had an emergency with a little old couple and their heat and had to cancel my appointmentCANCEL?? A half hour before the time block is over anyway? and a half hours in a time block and you couldn't call me and tell me that we had to reschedule for a 3rd time and I could let my boyfriend leave the house? Then they said we can schedule again but it would be more than a month outI called Amazon and they were awesome and apologized and said they would let their business director know that this company is very hard to work withI got a full refundThank goodness!I called three time to attempt to schedule an appointmentWas promised two return calls that did not happenI finally got an appointment scheduled and was given a window for arrivalI left work and there was a no call, no show, for that appointmentI am not sure why I have to work so hard to give them my businessDo not feel like a valued customer at all.At this point, we want a full refund.*** ***
Due to very inclement weather on 1/28/the appointments for Furnace Maintenance between the hours of 12-5pm had to be rescheduledThe low temp that day was 1-degrees Fahrenheit and we were inundated with no heat callsAt Approx1:30-2pm our office spoke with *** Quinn, the complainants
t if you spoke with *** or not, and if you are no here this afternoon then I expect to see you in the AM." The following AM *** *** called the office again and spoke with the Office Manager who apologized profusely for having to reschedule due to an emergency situationTo which Ms*** said "Not my problem!, I don't care if they have heat or not I want you here for my appointment." We reiterated that it s our policy to make sure people are warm first, and reminded her that we did reschedule with her husband for an appointment next weekShe became abusive with her language and said " you are not the only heating company in Rochester." At this point I suggested that we calm down and listenShe continued to yell and be abusive so we told her to hire another heating companyWe also would not be opposed to her getting a refund from GrouponThen we hung up the phoneOur desired settlement is for us to not hear from her again
husband, and informed him that we would have to rescheduledHe was very understanding and rescheduled a new appointment for February 10th between 8a-12pA few hours later *** *** spoke with our afternoon part time office assistantShe threatened her with bad reviews and complaints as well as becoming abusive when we pointed out that we had already spoken with mikeShe said " I don't give a s
We are still willing to come and fix this door issuePlease call our office to schedule###-###-####
As of 8:30am today (12/8/14) his credit card has been credited the $I am unsure how long it takes to actually hit his account but I have made the amends on our endHave a good day
Ms *** had service completed by Sparks Monroe on Jan 27th at the address of * *** *** *** ** *** We cleaned and inspected the Furnace, at this time we recommended a replacement of the inducer motor and quoted her a priceOur Technicians noticed that the motor had
rust on it and was noisyHe did complete a full maintenance of the equipment and was paid for with a ***On February the 15th she contacted our office and asked for a detailed invoice of the services preformedThis was sent via email on the 16th to Ms***Our company since has not heard from the customer or have had any issues brought to our attention
We Were initially out at the customers house on 7/30/when we completed chimney sweepsAt this time my technicians had noticed from repair that was needed for the chimney and had left the homeowners a quote for the work to be doneAt that time they had quoted them for some pointing because
there were morter joints that were broken as well as sealing the metal chimneyThe work was authorized and completed on 8/7/During the next months the custopmers did not call with any issues related to thisThe customers later called stating that they had a leak in the chimney and would need to have service to have this checked out, this was in October. They did have a scheduled appointment that needed to get rescheduled because we had emergencies that day. The next appointment was scheudled for Friday November 10th, I had asked the customer if it was okay to switch till Monday and take care of the service then as we were very backed up with no heat callsShe agreed and said Monday would be fineMonday morning came around and the customer called the office stating that she needed an appointmentI explained to her that she was all scheduled and set for today (being Monday) between the hours of 12p-5pm and they would call her when they were on thier way out. She said no because she had things to do that dayI explained to her that she confirmed this Friday when we spoke and the customer said she was in a rush and just agreedFor any sort of service call there is a fee to disbatch a truck outSerivce call fees are I explained to her that if for some reason the leaking was due to the work that we had done previously that she would not be charged for this, but I would need her to be aware of this because if it was unrelated then this charge was be applicableThe customer became upset and began to curse and yell. I again exaplined if it was related there would be no chargeShe then hung upThe customer called the office numerous times to speak about this, I explained to her that I was willing to come out and take a look at her issue to help get her the result that was neededShe declinedAfterwards her husband called and I spoke to him as wellHe declined us to come out as wellI have a signed invoice from the work that we provided back in July & August, however the customer did not give us a chance to come out and see if the leaking was due to our work or not as all service calls and scheduled times were declined by the customersAttached are all invoices for this address
WE do apologize for any inconvenience to you from this appointment. When emergency calls come in sometimes routine maintenance calls will get rescheduled. We try our best to get everyone's service completed, but unfortunately when certain emergencies come in we must take care of those first. We...
would still like to complete this service for you, but do understand if you would like a refund from Groupon. We thrive as a company to have good customer service and communication with all our customers. Again apologize for any inconvenience to you and if you would like to give the chance to remedy this and get the service done that you have requested please give us a call and we will do our best to accommodate.
Yes, I received a refund from Groupon. I am not looking for a monetary settlement from Sparks. I think the public should know how they treat customers. Other consumers will lose money working with this business. They should not have groupon and living social offers, both currently running...for the same service..at 2 different prices, if they are not going to service the customer. Scheduling appointments and cancelling at the last minute for other customers. They are not an urgent care facility or 911. They schedule appointments with me, they should honor the appointment emergency or not. Instead they cancel and tell me there are other priority customers to attend to.Thank you,[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.
In addition to a refund for my purchase price, I would like a detailed written account of the tasks performed at [redacted] on January 27, 2015 as well as detailed written reason for repairs recommendation at that time. And for the record: David fully understood that the I wanted to use a 50% off service call coupon for a Sunday service call - he stated that it was only valid M-F during regular biz hours. I pointed out that I was looking at a copy of it on their website, which such no such thing, and we debated this for a few sentences. And for the record: the parts warranty on this furnace is not "extended" as per my certificate - I am aloud to use it with whichever contractor I choice. It's too bad these local HVAC companies don't put as much effort into satisfying their customers in a fair and transparent manner as the effort they put into defending themselves after a complaint is filed with the Revdex.com. Don't forget customers also talk to each other.
,
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.
We had a maintenance call on our furnace conducted on 11/4/14. First off, we were given a time block of 12-4pm, so I had to make arrangements with work. At 4:15 that day, I had to call the office to ensure we were still on the schedule as the time block had passed with no call from the office or technician. The technician arrived around 5:30pm that day, conducted the maintenance and made his recommendations. We paid him for that service. The next day, I called the office to schedule the repair and was told that I needed to pay half up front before the repair could even be scheduled. I paid $400 and scheduled for Friday, 11/7/14 for the same time block of 12-4pm. Once again, the time block came and went with no communication from the office or the technician. Well after 4pm, the technician called to inform me he was not able to come and we would need to reschedule. He unequivocally stated that he could not complete the repair that night. He further was unable to reschedule with me as he doesn't maintain the scheduling book. I immediately called the office and was told the scheduler was not available and that it was highly unlikely that we could get another appointment before 11/19/14. Perhaps that would have been a good time for her to tell me they have a 24 hr emergency line, instead of telling me it would most likely be another 2 weeks before they could come back to my house. I requested the manager to please call to discuss. I did not receive a call back. I then called again on 11/10/14 to request a refund and was told that only the manager is able to authorize that. I left 2 more messages that day for the manager to call me regarding a refund and received no call back. I called again the next day, Tuesday 11/11/14 and was again told that the manager was not available and no one there could help me. I left another message asking for the manager to call me regarding a refund. I have NEVER spoken to a manager regarding this issue despite my numerous requests for a return call. I am still waiting for a call back to discuss this issue but continue to get the run around each time I call. I have also sent a letter to the company requesting a refund. Because I had already rearranged my schedule twice and then was told that I most likely wouldn't get the service completed for almost two weeks later, I was forced to go with another provider. Having a technician tell us we have a gas leak isn't something we are willing to wait on, especially this time of the year when we need to run the furnace and we have young children. The bottom line is they were paid money to complete a service on 11/7/14. They canceled that appointment after we had been waiting for them for 5 hours. Why would I then tell him not to come when I needed the gas leak repaired? I have made numerous calls to the office to request a refund and have yet to receive a call back to even discuss the issue. They are holding money for a service that they canceled, forcing us to seek business elsewhere. I am requesting a full refund.
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.The response from Sparks Monroe is not true. Sparks Monroe has only been to our home on 11/5/14 at 9am for our furnace tune-up and then at 5:14pm on 11/12/14. As I stated in my complaint, no one was home at that time on 11/12/14. (No one was suppose to be home. We did not schedule a service call with Sparks for that time, in fact we told them that we were not available after 3:30 on that day.) The last phone call that we have received from Sparks Monroe was from their afterhours call center informing us that a technician was at our home on 11/12/14 at 5:17pm. I called the afterhours call center on 11/12/14 and was told to contact the main office. I called Sparks Monroe on 11/14/14 and 11/19/14 and was told that the owner would contact me. Since 11/12/14, they have NOT attempted to contact us and they have NOT sent another technician to our home. The only resolution to this matter is a refund of $347.08.Regards,[redacted]
Revdex.com spoke with the business today and the following was stated:The policy is that whenever a service call comes in it is required for a credit card to be on file for payment of the service call fee if applicable, however if the issue is directly related to something that was previously done and that is the cause of the current issue, then there is no charge. At this point we are not sure if the issues they have are due to any work that we performed, we don't know until we get there, and they would not authorize us to come out and inspect our work or the cause of the leak. We are still more then willing to assist the consumer at this point, but a credit card is required for the service charge, which will be refunded if the issue is related to work that we performed.
Mr. [redacted] had a service completed by Sparks Monroe on 11/4/14. At that time he was quoted a price for a gas valve and expansion tank repair. He called back on 11/05/14 to confirm he wanted the parts ordered and installed. At this time I gave him a total and he gave a credit card for a half...
down deposit. His card was charged on Nov 5th. His installation date was 11/7/2014 in our later block of 12-5pm. The technicians always give a call when they are on their way. When he did so it was a little bit after the 5pm timeframe, but out technician still offered to come out. The customer denied this. He then spoke with the afternoon assistant and told her that he needed the appointment for Monday or Tuesday. When I came into the office Monday morning I saw the note and added him to the schedule for the day. Please note that we have a 24hr answering service and no other calls were sent to Sparks Monroe over the weekend for his service being an emergency or an issue. We have already purchased this part for the customer and are still ready to install it. Mr. [redacted] stated that he did not speak with Management both days that he called Sparks Monroe however he did. At this point we are still waiting to see when we can install his parts for him and complete the service that he authorized and approved.
Revdex.com:For the four previously scheduled service attempts that we did approve, we were never requested to provide a credit card. The representative for this company has lied to us and the Revdex.com; at this point, we would not trust Sparks Monroe with our credit card information. Nor do we trust them to come when scheduled, or that any work would be done correctly--the job wasn't done right the first time.We expect a full refund and an apology in writing from the company, specifically from the representative [redacted].[redacted]
On 11/13/14 we were contaced by Ms. [redacted] because she had no heat at her residence. I explained to her that I would set her up for a service call but there was a fee of 89.95 in order to disbatch the truck out. She agreed and gave me her credit card information over the phone. My technicians...
arrive at 9:25 am and diagnosed a bad board. When he had pulled it out of the furnace it was very dirty and dusty, but was also wet. When it was tested it had no output from the board to the inducer motor. My technician spoke with both homeowners in regards to this repair, and they authorized a new board to be installed. My technicians left, got the part, and came back to install. After the sercive call was complete the customers signed the invoice and paid for the repair in full. Ms.[redacted] called the office and spoke with the office manager in regards to her issue, on Monday the 17th. She stated that when her husband came home from his out of state trip that he wanted to look at the furnace himself. When we were there at this residenace we did diangose a bad board and did get authorization for a new one to be installed. Their Furnace was not working when we arrived, there was repair needed. When we left the customers were warm and thier furnace was working. As far as the priceing for the repair. If you look at the invoice (attached) you will see that the service call was collected and "previously paid thru the office" and the repair totals are below. They were quoted $533.00 for the board but that it plus tax, tax being $42.64 making the total $575.64. The customers were aware, because they authorized, the service call fee inititally, 89.95+tax= $97.15. The customers were informed of all charges as Sparks monroe cannot preform any work unless it is authorized, please see attacehd invoice.
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]
To Whom It May Concern:I have thoroughly reviewed the complaint and all supporting documentation by [redacted]. I have also reviewed our business records regarding the property at [redacted]. First, the only service that we have ever performed at that address was on January 27, 2015. That service was a furnace maintenance that was paid for with a [redacted] Voucher with a purchase price of $29.00 for a value of $89.95 worth of service. There was repairs recommended at that time. The consumer declined to perform the recommended repairs. Upon reviewing our email records and our telephone records we received a telephone call on Sunday, February 15, 2015 at 7:20am. This call was dispatched to our on-call service technician whose name is [redacted]. He retrieved this call from our answering service at 7:28am. The consumer called our answering service again at 7:34am on Sunday, February 15, 2015 stating please call again and left an alternate phone number. We do have audio recordings of these calls. Stating "please call again" shows that there was a previous call by us. On February 16, 2015 we received another phone call at our office asking for clarification as to the handwritten notes from the work order for maintenance done on January 27, 2015. At 3:17pm our office responded with a typed clarification as to the handwritten notes to the maintenance performed on January 27, 2015 via email. We did not receive any further correspondence from the consumer until February 19, 2015 at 1:18pm where she forwarded an email to us from her tenant and I cannot state whether or not we responded to this for sure as email is not one of the mechanisms we use to dispatch service calls. After searching through all of my records, I do not find any other correspondence between the consumer and our company. I do see plenty of correspondence between the consumer and her tenant. In the correspondence with her tenant she asks her tenant "Do you want me to come over to do this? Or do you guys want to check it out, which may be faster? Lmk. Sparks Monroe is on a long wait time to get there. This email was at 8:00am on Febrary 15, 2015 about 10 minutes after our technician called the consumer. She also states that she tried to use a coupon for service and was unable to do so. Our technician David was under the impression that the consumer wanted to use a [redacted] Voucher maintenance coupon for a Sunday service call, not a 50% off service call coupon. We apologize for any confusion on that. Additionally, after reviewing the complaint details, I have done more research into this particular address and consumer within our industry. What I have found out leads me to believe the following: the furnace was purchased and installed by a different contractor which would be [redacted]; there was an extended warranty sold to the consumer at the time the furnace was purchased. Why the consumer chose to call us rather than the contractor who installed and held the warranty on the furnace I have no idea. Additionally, I spoke to the owner of [redacted] on March 17, 2015 and he informed me that he did, indeed, go to this property and performed a service call and repair on the equipment. He was able to get the parts covered under warranty and did charge the consumer for labor to replace to the parts. Additionally the owner of United stated that he never made any statements whatsoever about maintenance being performed properly or improperly. In reviewing the totality of these circumstances, it is my belief that the only possible mistake that my company or its employees may have made was a misunderstanding in which coupon the consumer was attempting to use on a Sunday morning service call. For this I do apologize. Additionally, it is obvious that the consumer is not happy with the maintenance that we performed on January 27, 2015. We do not want customers who are not happy with our services. Therefore, if this consumer chooses to ask [redacted] for a refund for her purchase price we would not oppose that. However, we cannot refund her as she did not spend any money with us directly. We would also kindly suggest that if she has a contractor who has performed good work for her and who she is happy with that she continue to use that contractor. I sincerely hope that this resolves the consumers complaint and closes this file and allows the consumer to not have to take any more time out of her busy life or require us to take any more time out of ours. Sincerely,Darren S
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.
The invoice does not state the board was wet and it was not mentioned during the repair until this morning by the tech during the phone conversation when I asked why a "fried board" now works. I approved to replace a board that was not working. I watched the tech test the board by touching the wires, start up the furnace, shut it down and then proceed to diagnose it had a bad board. After speaking with my husband, who agreed to replace the bad board, the tech left and returned and installed the board and started it again. When the tech took out the board he put it in my hands and said this is dirty-what do you expect from a 13 year old furnace. I am also including my pictures that I took to send to my husband so he could see what was happening and the screw left in the unit to hold the door open and the damage left behind.I'm disappointed in the service and the confusion on the billing made me question the quality of the repair. My husband would have just thrown out the old board if I hadn't questioned the second charge and the price of the part and labor which is not clear. I asked for the board you installed be removed and picked up and the repair refunded because it was not broken to begin with. You did something but replacing a working part is not what my husband authorized and not what I expected to be called "satisfied with service" and a misrepresentation of your customer satisfaction guarantee.
Regards,
[redacted]