Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not agree that my request is unreasonable because the reason the control board and the main limit switch had to be replaced is because the Summers service representative disconnected wires from the blower capacitor and neglected to reconnect them, which caused the control board and the main limit switch to short out The cost of replacing them ($445) is directly related to the fact that those wires were left disconnected by the Summers service rep As Mr [redacted] stated, the Summers service rep recommended replacement of both the inducer motor and the single capacitor However, those parts did not fail I am glad I called another company for the repair and for a second opinion because there is nothing wrong with the inducer motor or the blower motor capacitor I could have ended up paying Summers $to replace parts that did not need to be replaced.Regarding the recommended options that range in price from $to $2,(assuming I purchase the S.C.APlan), I have attached a copy of the form given to me by the Summers service rep to this letter I also included a copy with the certified letter I mailed to Mr [redacted] on March 28.Based on all of this, I am not willing to allow a Summers service representative near my furnace, air conditioning, or plumbing unsupervised Therefore, the service voucher and the S.C.APlan he has offered will be of no use to me Regards, [redacted]
April 8, *** *** Revdex.com Dear Ms***, I’m very disappointed to hear we have failed to satisfy one of our clients. One hundred percent customer satisfaction is our number one goal. Our records indicate we completed a Precision Tuand Professional
furnace cleaning for our clients on 2-15-as stated in the complaint. During our inspection it was discovered that the inducer motor amp draw was higher than manufacture recommended run load amps. It was also noted that the blower motor capacitor was outside the acceptable plus or minus 5% range of rated MFD’s. As a preventive maintenance company we feel it is our job to bring these findings to our client’s attention and make recommendations to prevent system failures at a later date. We cannot predict if parts will fail today, tomorrow or 2-years from now, however all we can do is point out aging parts and or equipment that is showing signs of agingI have attached a copy of our invoice outlining our findings and recommendations. You will see two sets of pricing for the parts recommended, one being our retail pricing and the other would be at our SCA/Plan discount if she would have chosen to purchase our Safety and Comfort Agreement You will also see our technician offered a recommendation for a better grade filter (16xDynamic filter) to improve her indoor air quality and to better protect her equipment. If our client had chosen to make the furnace repairs without purchasing the SCA her price would have been $726.00. With a SCA it would have been $742.00. With the purchase of our SCA at $she would have received the better pricing on parts, and we would have owed her three more inspections over the next year included with the plan purchase. I am not sure where she is coming up with $2,in options. Please keep in mind these were only recommendations. As for our client’s system failing the next day, we have no record of her calling into our office or to our after-hours call center requesting service. I regret we were not given a chance to come out and see why her system was not heating. All of our Precision Tuand Professional cleanings are backed by a 100% satisfaction guarantee If for any reason she was not happy we would have come back at no charge or refunded 100% of her money with no questions asked. I’m sure our technicians are capable of making mistakes as anyone else, however we continually train our technicians to improve their skills allowing us to offer these guarantees with a goal of 100% customer satisfaction. With respect to our clients request for a total reimbursement of $499.00, I feel this is unreasonable and unfair to us seeing how we were not allowed a chance to resolve her system no heat. If we would have had to replace her circuit board and limit as a result of negligence it would not have cost me $499.00. I’m very willing to try to settle this with our client and would be more than willing to offer the following resolution. 1) We will immediately refund her $charge she paid us for her furnace inspection2) If our client would allow us the opportunity to prove to her we are a great company that truly values our clients and strives for 100% customer satisfaction, I would also be willing to send her $service voucher for future service repairs. 3) I would also like to offer her a one year Safety and Comfort Agreement that includes three more inspections at no charge. One Air conditioner Precision Tuand Professional cleaning, one furnace Precision Tuand Professional cleaning and one plumbing whole house inspection, Valued at $159.00. I would love opportunity to discuss this with her and I can be contacted at (812) 418-or by e-mail rick.***@summersphc.comThanks, Rick W*** President/Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not agree that my request is unreasonable because the reason the control board and the main limit switch had to be replaced is because the Summers service representative disconnected wires from the blower capacitor and neglected to reconnect them, which caused the control board and the main limit switch to short out. The cost of replacing them ($445) is directly related to the fact that those wires were left disconnected by the Summers service rep. As Mr. [redacted] stated, the Summers service rep recommended replacement of both the inducer motor and the single capacitor. However, those parts did not fail. I am glad I called another company for the repair and for a second opinion because there is nothing wrong with the inducer motor or the blower motor capacitor. I could have ended up paying Summers $742 to replace parts that did not need to be replaced.Regarding the recommended options that range in price from $742 to $2,212 (assuming I purchase the S.C.A. Plan), I have attached a copy of the form given to me by the Summers service rep to this letter. I also included a copy with the certified letter I mailed to Mr. [redacted] on March 28.Based on all of this, I am not willing to allow a Summers service representative near my furnace, air conditioning, or plumbing unsupervised. Therefore, the service voucher and the S.C.A. Plan he has offered will be of no use to me.
Regards,
[redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below I do not agree that my request is unreasonable because the reason the control board and the main limit switch had to be replaced is because the Summers service representative disconnected wires from the blower capacitor and neglected to reconnect them, which caused the control board and the main limit switch to short out The cost of replacing them ($445) is directly related to the fact that those wires were left disconnected by the Summers service rep As Mr [redacted] stated, the Summers service rep recommended replacement of both the inducer motor and the single capacitor However, those parts did not fail I am glad I called another company for the repair and for a second opinion because there is nothing wrong with the inducer motor or the blower motor capacitor I could have ended up paying Summers $to replace parts that did not need to be replaced.Regarding the recommended options that range in price from $to $2,(assuming I purchase the S.C.APlan), I have attached a copy of the form given to me by the Summers service rep to this letter I also included a copy with the certified letter I mailed to Mr [redacted] on March 28.Based on all of this, I am not willing to allow a Summers service representative near my furnace, air conditioning, or plumbing unsupervised Therefore, the service voucher and the S.C.APlan he has offered will be of no use to me Regards, [redacted]
April 8, *** *** Revdex.com Dear Ms***, I’m very disappointed to hear we have failed to satisfy one of our clients. One hundred percent customer satisfaction is our number one goal. Our records indicate we completed a Precision Tuand Professional
furnace cleaning for our clients on 2-15-as stated in the complaint. During our inspection it was discovered that the inducer motor amp draw was higher than manufacture recommended run load amps. It was also noted that the blower motor capacitor was outside the acceptable plus or minus 5% range of rated MFD’s. As a preventive maintenance company we feel it is our job to bring these findings to our client’s attention and make recommendations to prevent system failures at a later date. We cannot predict if parts will fail today, tomorrow or 2-years from now, however all we can do is point out aging parts and or equipment that is showing signs of agingI have attached a copy of our invoice outlining our findings and recommendations. You will see two sets of pricing for the parts recommended, one being our retail pricing and the other would be at our SCA/Plan discount if she would have chosen to purchase our Safety and Comfort Agreement You will also see our technician offered a recommendation for a better grade filter (16xDynamic filter) to improve her indoor air quality and to better protect her equipment. If our client had chosen to make the furnace repairs without purchasing the SCA her price would have been $726.00. With a SCA it would have been $742.00. With the purchase of our SCA at $she would have received the better pricing on parts, and we would have owed her three more inspections over the next year included with the plan purchase. I am not sure where she is coming up with $2,in options. Please keep in mind these were only recommendations. As for our client’s system failing the next day, we have no record of her calling into our office or to our after-hours call center requesting service. I regret we were not given a chance to come out and see why her system was not heating. All of our Precision Tuand Professional cleanings are backed by a 100% satisfaction guarantee If for any reason she was not happy we would have come back at no charge or refunded 100% of her money with no questions asked. I’m sure our technicians are capable of making mistakes as anyone else, however we continually train our technicians to improve their skills allowing us to offer these guarantees with a goal of 100% customer satisfaction. With respect to our clients request for a total reimbursement of $499.00, I feel this is unreasonable and unfair to us seeing how we were not allowed a chance to resolve her system no heat. If we would have had to replace her circuit board and limit as a result of negligence it would not have cost me $499.00. I’m very willing to try to settle this with our client and would be more than willing to offer the following resolution. 1) We will immediately refund her $charge she paid us for her furnace inspection2) If our client would allow us the opportunity to prove to her we are a great company that truly values our clients and strives for 100% customer satisfaction, I would also be willing to send her $service voucher for future service repairs. 3) I would also like to offer her a one year Safety and Comfort Agreement that includes three more inspections at no charge. One Air conditioner Precision Tuand Professional cleaning, one furnace Precision Tuand Professional cleaning and one plumbing whole house inspection, Valued at $159.00. I would love opportunity to discuss this with her and I can be contacted at (812) 418-or by e-mail rick.***@summersphc.comThanks, Rick W*** President/Owner
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I do not agree that my request is unreasonable because the reason the control board and the main limit switch had to be replaced is because the Summers service representative disconnected wires from the blower capacitor and neglected to reconnect them, which caused the control board and the main limit switch to short out. The cost of replacing them ($445) is directly related to the fact that those wires were left disconnected by the Summers service rep. As Mr. [redacted] stated, the Summers service rep recommended replacement of both the inducer motor and the single capacitor. However, those parts did not fail. I am glad I called another company for the repair and for a second opinion because there is nothing wrong with the inducer motor or the blower motor capacitor. I could have ended up paying Summers $742 to replace parts that did not need to be replaced.Regarding the recommended options that range in price from $742 to $2,212 (assuming I purchase the S.C.A. Plan), I have attached a copy of the form given to me by the Summers service rep to this letter. I also included a copy with the certified letter I mailed to Mr. [redacted] on March 28.Based on all of this, I am not willing to allow a Summers service representative near my furnace, air conditioning, or plumbing unsupervised. Therefore, the service voucher and the S.C.A. Plan he has offered will be of no use to me.
Regards,
[redacted]