N.H. Ross, Inc.

Had my AC serviced for an annual check Josh the Service Specialist was extremely professional and talked to you in terms that were understandable. He answered every question that I had and explained the answers in detail. Would love to have Josh be my Service Specialist in the future. He represented your company to the point that I would not use any other company for my heating and AC needs.

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]

Review: On 05/**/2014, a service person came to my home because of a leak in my ceiling. The workman stated that we had no leak and charged me $85.81 to tell me that we had no leak and punctured a small hole in my ceiling in the garage.

Over the weekend we used ac and had additional leak.

Varsity came in on 06/**/2014 and found a cracked pipe within minutes of being up in attic and repairs were made by them.

Spoke with NH Ross and was told to drop off a copy of bill from Varsity and refund would be given. Now NH Ross does not even return my calls.Desired Settlement: Since they did nothing to correct the problem, I want a refund of fee paid as they said they were previously going to refund.

Business

Response:

Good Morning,

We mailed out a check in the amount of $85.81 to this customer on 7/**/14. Attached is a copy of the check which was mailed out to [redacted].

Thanks in Advance

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

NH Ross plumbing service pros Jimmy and Frank evaluated the problem with the back flow device and suggested replacement. They had a new one delivered as we waited and replaced it in a short period. They were friendly, knowledgable and respectful of my time. They left the work area in a clean and orderly condition. I would request them again for any future plumbing issues.

Brian was a true professional. This individual is an asset to NH Ross.

marc did a professional job very polite and knew what to do

Review: On 2/*/13 N.H. Ross replaced a dampner motor in my furnace. On 11/**/13 it stopped working. It was determined that the dampner motor burned out due to mechanical issues and improper placement in the furnace. N.H. Ross told me that it would be replaced. On 12/*/13, they sent a technician to take measurements and look at the part that needed to be replaced. On 12/*/13, after numerous phone calls to them to explain to me what is happening with the replacement, they told me they aren't replacing the product. I explained to them that their policy, which I have in writing states: NH Ross will return to your home to repair and or replace any new product, or piece of equipment we provided and installed for a full year from the date of installation- free of charge. They said they aren't replacing the dampner. The [redacted] told me that I will have to accept this decision and it is really too bad.

The [redacted] went on to explain that when I had the work done, I technically didn't pay for the part. I explained to the [redacted] that the part wasn't paid for because NH Ross replaced it for free due to the fact that their technician misdiagnosed the original problem and charged me $900 for a part I never need. ( The part was much more than the price of the dampner). No where on any paperwork I have does it state that the part isn't covered if it was replaced free of charge due to the company's negligence.Desired Settlement: I want the dampner replaced. A dampner should not burn out after only 5 months of use. (The furnace wasn't turned on during the spring and the summer) My home is currently running off of only one dampner due to the malfunction. If this dampner breaks, we will have no heat in our home. Their policy states one full year. I am within the year, therefore it should be replaced.

Business

Response:

Hello [redacted],

just wanted to let you know that we have been in contact with this customer and we are scheduled to return to her home on 1/**/14 to replace her part and finally resolve all her issues here.....thanks [redacted]

N H Ross Inc.

Prompt, courteous, reliable service.

Review: purchased and installation of a 20KW generac generator from NH [redacted] in April of 2013. install completed and inspection approved in June of 2013. requested a copy of owners manual which was not previously provided to me and also requested a maintanence contract (to perpare routine maint on unit to ensure longevity of generator) as well as a price to extend the one years manufacturers warranty. I was informed by multiple reps at NH [redacted] that this is a service they provide. I made this request before purhcasing the generator and the fact that they offered the maint plan and warranty extension was a significant factor in choosing NH [redacted]. I repeatedly called NH [redacted] since installation regarding both the owners manual and the info on the maint and warranty. I spoke many, many times to different people at the company ([redacted], [redacted], [redacted], [redacted], and [redacted]). in the fall of 2013, I received an email from Generac Generator company thanking me for my purchase and reminding me to protect my purchase with a maint plan as well as extending my warranty coverage. the email states to contact my installer for further information. on 11/**/13, I spoke with [redacted] at NH [redacted] who asked me to fax this email I received over to her and she would have the [redacted] ([redacted]) call me back immediately. I never received a return phone call. with well over three dozen calls made to NH [redacted] in 2013 about my missing owners manual and maint/warranty info and still no response, on 1/**/2014, I overnighted a letter to [redacted] ([redacted]) at the business address asking for a response to my issues (manual, maint plan and warranty extension). I have not received any response from my overnight letter of the [redacted] here is a listing of the calls I made just in the fall of 2013 alone.... I called 10/**,10/**,10/**,10/**.10/**,11/**,11/**,12/*,12/*,12/** and a letter overnighted on 1/**/14.

I am asking for any supprt you can provide in helping me get my owners manual and a response from this company. I am very disappointed in the lack of service NH [redacted] has extended.Desired Settlement: would like to receive my owners manual as well as informaiton regarding maint plans and warranty.

Business

Response:

Good Morning [redacted],

Just a quick update on this file for [redacted]. We have addressed all of the customer's concerns by mailing out an owner's manual and also a copy of our service contract for this customer's review. Please contact us at ###-###-#### with any questions.

Thanks in advance

N H Ross Inc.

###-###-####

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

. As of this date, I have not heard from or received anything from [redacted] or anyone else from N.H. Ross regarding my issues pertaining to services performed at my home.

Also, please be aware that since my complaint filing, one of the services they performed (a fireplace log set insert with gas line connecting to fireplace) is no longer working.

Sincerely,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding N.H. Ross, Inc. has been resolved.

[redacted],

This past Thursday, [redacted] came by my home for a service call on my firplace. he repaired the problem and while working on it, a piece broke but he said it is covered under warranty and he would order a replacement piece on my behalf and have it shipped to me. I also received the owners manual along with information relating to a maintanence plan for servicing of my generac generator. He apologized for not responding sooner to my requests and I feel my complaint is now resolved.

I wish to thank you for your assistance in resolving this matter.

many thanks,

The service agent, Marc, who checked my furnace on 12/**/15 deserves a very good rating. He was sent by NH Ross and was very efficient, courteous and careful.

[redacted] was very knowledge pleasant and through when servicing my gas burner he made sure all of the equipment was operating properly before he left.

Jimmy was very personable and professional. He did a great job.

Tom & Ryan were instrumental in the conversion of my home from oil heat and electric cooking to natural gas. They were professional, neat and personable. They worked efficiently and were well prepared for the job. If I were to ever need the company's service in the future, I would ask for them specifically.

Review: I have had a service contract with this company for over 20 years. 2 years ago their technician told me my refrigerator should be replaced. when I insisted that they send another technician, the 2nd technician fixed the refrigerator and it has been fine ever since. This year I have had numerous instances of failure to return calls, failure to address the complaint and more. specifically I had a washing machine failure. when they sent the repair person he stated the machine was not repairable and suggested I buy a new washer. after numerous calls to the company dealing with obstructive behavior by the customer service personnel, it was finally arranged after weeks that the service manager would come to do the repair. The repair was made and the machine worked fine.

At the end of may I realized I never received a renewal contract in the mail so I called the company. I believe I spoke to [redacted] who had the wrong address. I confirmed the correct address with her and she said they would send out another contract. when I explained that I was concerned that the contract would be late she assured me that the charge would be prorated for the late start. she did not inform me of any additional charges. in fact, she was assuring me that there would be no problem. again I did not receive the contract and called a week later. again she confirmed the wrong address and had to be corrected. she assured me that the contract would go out again and there would be no problem. when I finally received the contract on june ** I called to find out the charges. I was told by [redacted] that she would call me back to tell me the correct charges. I offered to pay the full amount and be reimbursed. she enthusiastically told me that would not be necessary and she would call me back. she did not. when I called again I was then told there would be a $79 charge for an inspection because the contract was so late!! when I balked at the idea she told me she asked the owner and that is the policy. I left a message with maureen for the supervisor Pia,to return my call on 6/**. I never received a call. I called again on 6/** and spoke to [redacted] twice. I still have not received a call or message from them.Desired Settlement: I believe they don't want me as a customer because they have had to make repairs even though their technicians try to get away with not making the repairs. I think the business should renew my contract with the charge prorated to begin on the day it is signed, or for the full charge for a full 12 months from the day of signing AND WITHOUT any inspection or additional charge..

Business

Response:

Good Morning [redacted] (Revdex.com),

I am responding to complaint# id [redacted] from our customer [redacted]. I have provided a copy of our terms and conditions for contract holders which clearly states that the customer is responsible for any contract renewals. We cannot be held responsible for a lapse in contract due to non­ payment, and any lapse in contract must result in the customer paying for a pre­ contract inspection. In addition, we did respond to the customer's request for a contract in a timely fashion as we do with every customer. All our lines are recorded and I do reflect that we did respond to this request and my bookkeeper also mailed out a new contract to the above mentioned customer. Therefore, we have tried to service this customer and look forward to hearing from your office.

N H Ross Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

After I finally received the contract I contacted the company for assistance in determining the amount I would owe to renew the contract. The employee I spoke to said she would call me back. at that point Because I am aware of the terms and conditions I did mention my concern that it would be too late to renew but she enthusiastically assured me it would not be a problem. I even offered to pay the full amount and resolve any difference later. Again, she assured me there would be no problem and even seemed amused that I would make this offer. I never did hear back from her and had to call a couple of times to determine what I owed. It was then that I was told I would have to pay an extra $79.99 to renew the contract.

I don't think I should have to pay this fee. The contract should be renewed at the normal rate without this fee or inspection.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Good Morning [redacted],

My response to this customer is that I would personally like to go out to [redacted]'s home and conduct a free pre-contract inspection for her. I will check out all the appliances and once we are able to verify that everything is in working order we will be able to extend a contract to her. The reason for the inspection is standard procedure with every customer prior to taking out a contract with our company, we need to verify that there are no pre-existing conditions with the appliances in the home. Please have this customer contact my office and speak with my office manager [redacted] at ###-###-#### and we will definately work this out for her.

Thanks in Advance

N H Ross Inc.

###-###-####

I had a water leak, but wasn't sure where the leak was coming from. It looked as though it could have been coming from a pipe in the wall. Thankfully, it was a leaky pipe off of the water heater. Lenny found the problem very quickly and replaced the faulty pipe. Lenny was very friendly and did a professional job. It was a pleasure doing business with him and the company.

Both Technicians who have recently been to my home did a great job

I've been using NH Ross for 2 years and it's always been great. They are prompt, professional and get the job done. Difficult to talk about prices as I have always had a service plan so rarely do I have to extra. I have a yearly contract for heat/AC, plumbing and electric for a total cost of about $350/year and they came out today to service my heating unit, deal with a plumbing issue, and fix a light that hasn't worked for a year (i forgot that electric was in the contract). Here for 2 hours, fixed everything and no extra cost to me (no service call, paid nothing - all included in the cost of the yearly contract). They also did my oil to gas conversion in 2014 and so many other things in my house over the last 2 years have never had an issue.

Review: On the evening of June [redacted], 2013, my tenant called about a clogged drain under the kitchen sink. I called N H [redacted]. A plumber arrived at 11:22 pm and used an 18 ft snake to clear the drain. He was unsuccessful . The tip of the snake came out perfectly clean. He then called his boss to try to get the companies 30 ft snake. [redacted] ( the boss ?) never answered. The plumber, [redacted] then said that he would have to return the following day with the 30 ft. Snake. However, in the meantime he would try using a plunger to open up the drain a bit. When he plunged he opened up the drain. However, [redacted] said the drain should still be snaked, because he didn't know how far down the line the clog was pushed. He was going to recommend to [redacted] that they come back with the 30 ft snake. I was asked to remit a check in the amount of $400.00, with the condition that [redacted] would send someone with the 30 ft snake. I told [redacted] that I would post date the check for June [redacted], 2013, to make sure that someone would return with the 30 ft snake and complete the job. I was assured that I would hear from the company the following day or the latest by Monday. No one called or showed up on Monday!!! I called N H [redacted] on Tuesday, where they proceeded to play Cat and Mouse with my tenant and me. First saying the plumber was on the way, he never showed!! Two hours later we called N H [redacted] back to find out what happened to the plumber. We were told he stopped for lunch and would be at the house within a half hour. When he didn't show for the second time, I recalled N H [redacted] and they claimed the plumber was in front of the house and no one was home. I immediately called my tenant who said he was sitting on the front porch for the past hour and no plumber showed up! I recalled [redacted] and they said they would send the plumber ( who never showed up) back. At this time I asked [redacted] to call my tenant and schedule a morning appointment, since she starts work at 5 pm. Needless to say neither of us heard from [redacted]! On Wednesday afternoon, I recalled [redacted] to inform them that I was going to stop payment on the check if they didn't come back with the 30 ft snake. I was told that [redacted] would call me the same afternoon. HE NEVER DID!!! Therefore, I stopped payment on the $400.00 check. $400.00 is an outrageous fee for a plunger job. In the meanwhile [redacted] has threatened me with a Mechanics Lien on my house, and threatened to advise all credit agencies of my stopped check. I am just requesting [redacted] to be fair and send someone with the 30 ft snake to make sure my line is really clear, and I will reissue the $400.00 check. No one in their right mind would pay $400.00 for a plunger job. I feel like I have been robbed. I have called [redacted] on June [redacted], 2013 and relayed the above message. The woman on the phone was cordial and said she would speak to [redacted], and that I would hear from him the following day. Needless to say, I HAVE NOT HEARD from N H ROSS. If [redacted] is unwilling to finish the job then I should not be charged $400.00 for a plunger jobDesired Settlement: Either [redacted] return with the 30 ft, snake and complete the job, and I will reissue the $400.00 check, even though I know it is way over priced, or [redacted] can charge me $100.00 for the service call.

Business

Response:

Hi [redacted]. [redacted],

I am responding to complaint #[redacted], [redacted]. [redacted]. I have tried on several occasions to accomodate this customer. When we sent tech out initially the clog was so extensive that our technician needed to return with a longer snake. We tried to go back twice without any luck. The first attempt er went and the customer's tenant said her son would be home to let us in and when technician went out there was no one home to let us in. Instead of leaving the area we had our technician break for lunch so that he could give customer another chance to get there. That same day when technician tried to go back after working out the timeframe with customer and her tenant, we got a call 15 minutes later saying that the tenant son just received a call for a job interview so he had to leave. In the meantime this customer stopped payment on the check payment that was given to us initially without giving us a fair attempt to even return and finish our work. Customer then called and said that she will report our company to Consumer Affairs and she will get a lawyer. For the record all of our calls are recorded. We have looked at all the information and decided we will in fact pursue this customer legally.

N H [redacted] Inc.

Business

Response:

Good Afternoon [redacted]. [redacted] (Revdex.com),

I am responding to complaint #id [redacted]. This is the 2nd response and I have attached a detailed report of my truck stop history. This shows that our company has attempted to go back to this customer's home several times on 6/*/13 but due to the customer's tenant cancelling the call we were unable to do so to rectify any problem at the location. We attempted to go back to the location but when we got there the tenant's son was not home as previously arranged with the landlord and the tenant. I sent my technician to lunch for an hour so that he would be in the area to return. When we

went back after lunch, We got a call from the tenant that her son was just called for a job interview and had to leave. We then Informed the landlord of this. We will ask that this complaint is erased from our file.

NH Ross Inc.

Consumer

Response:

[redacted]:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dear **. [redacted],

I was out of the country for a month, therefore did not view the response sent to you from N H [redacted]. My original complaint still stands true. N H [redacted] never sent the technician back to [redacted]'s Path, and never returned any of my many phone calls to set up a new appointment. I don't know what game they are playing, but shame on them. I have never encountered a company with such poor customer service. At this point I wouldn't even trust them on my premesis.

Sent from my iPhone

Sincerely,

Ryan R[redacted] was very professional and neat. He listened to my description of the problem, performed some diagnostics of his own, consulted his office, and laid out my options and costs to repair. He then had parts delivered to my home to immediately fix the problem.

NH Ross did a good job of responding to my heating problem. The service man, Jon arrived within a few hours. Jon was very professional. He got my heating system running and did a good job of explaining what was wrong and the options I had.