Oliver Heating and Cooling

I was able to listen to the conversation between the customer service representative and the homeownerThe conversation is pretty clear to me that it was explained properly I spoke to [redacted] and let him know that we will credit the $but keep them on the ,plan as a customer satisfaction to him because we care that both parties are completely understanding the offer.He is satisfied with the result.Thank you,Donna W [redacted]

I spoke with him last week and came to an agreement It was a misunderstandingHe purchased a maintenance agreement and is using our services for the next yearSincerely, Donna W [redacted] Customer Service Manager Donna W [redacted] Residential Service Office ManagerOliver Heating [redacted] Cooling [redacted] Plumbing [redacted] Electrical

Had a ton heat pump replaced by Oliver recentlyI am elated at how they handled ALL aspects of the transaction - from assistance for selection of equipment by Dan and patiently providing me product information on my many requests ( I am an engineer and like details) to the actual installation by Ron and MarkTruly, the expression "we aim to please" could not better apply to this teamFor example, I requested that the return air duct work be supported off the floor and that the basement wall be cut in a certain fashion (to allow a better routing of the refrigerant lines) and they complied without hesitation - in fact, Ron suggested a better methodI am also impressed with the fact that Oliver provided interior-lined return duct work, which reduces noise, and top notch air filtration as their standard installation package

Just got the complaint we will look into and follow up with the customer and keep you posted on how we resolve thingsThanks, Bernie

[A default letter is provided here which indicates your acceptance of the business's
response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Hello,
I am writing to alert you that my complaint
sans-serif;">ID *** has been resolvedWhile Oliver Heating did not contact me, they did send the report to the township so the permit could be closedThe township contacted me to alert me to this action
Thank you,
*** ***

I spoke with him last week and came to an agreement It was a misunderstandingHe purchased a maintenance agreement and is using our services for the next year.Sincerely, Donna W***Customer Service Manager Donna W***Residential Service Office ManagerOliver Heating *
Cooling * Plumbing * Electrical

We will be doing a clean and check on the second AC system as part of the contract, I have left a message for *** to call me and sent him and e-mail to let him knowThank you

I was able to listen to the conversation between the customer service representative and the homeowner. The conversation is pretty clear to me that it was explained properly.  I spoke to [redacted] and let him know that we will credit the $147 but keep them on the ,plan as a customer...

satisfaction to him because we care that both parties are completely understanding the offer.He is satisfied with the result.Thank you,Donna W[redacted]

I spoke with him last week and came to an agreement.  It was a misunderstanding. He purchased a  maintenance agreement and is using our services for the next year.
Sincerely, Donna W[redacted]Customer Service Manager Donna W[redacted]Residential Service...

Office ManagerOliver Heating * Cooling * Plumbing * Electrical

Review: Oliver heating put in a heating and cooling system and their technician didn't caulk the ceiling or wall and left very large holes. I have had a bat and mice problem since. They came out once and covered a vent that they tore up.Desired Settlement: They need to stop tearing up people's homes and give me the money that I will pay a handy man . I was bitten by a bat and had to get a rabies vaccine thanks to their technician [redacted]

Business

Response:

Dear **. [redacted],

Review: When I purchased two years ago the home at this address, I contracted with a company by the name of [redacted] to provide preventative maintenance on the air conditioning (AC) and heating systems. This home has a furnace/boiler/radiator system and a heat pump for heat and two separate AC systems. At the time I contracted with [redacted], [redacted], the former owner of [redacted], inquired about the quantity and type of the heating system(s), i.e. no inquiry was made about the type or quantity of the AC system(s). Based on the conversation with **. [redacted] to establish service and experience with [redacted] when residing in a different home (the AC and heat were regularly serviced in that home), it was my understanding I was paying for and receiving seasonal service on both heating systems and both AC systems, i.e. **. [redacted] gave me no reason to believe I was getting anything less than that. In 2013, Oliver acquired [redacted] and Oliver sent me a contract renewal, noting seasonal service on two heating systems and no reference any AC systems. Because the Oliver contract renewal read just as the [redacted] invoice had read and my conversation with **. [redacted], I had no reason to be concerned about AC coverage and service. The annual service fee was promptly paid at that time. Again, because [redacted] had only inquired about the heating systems, it was my understanding the quantity of heating systems was the sole factor in determining cost, not the quantity or type of AC systems. I entered into a 2014 service contract with Oliver. When Oliver performed seasonal service on the AC systems last month, it only checked one AC system (I know that because Oliver provided via e-mail a report for only one AC system). When I called Oliver to inform Oliver only one AC system was checked, after talking to three people, I was told my contract only covered one AC system and if I wanted the second AC system checked, I would have to incur an additional $141 charge. I reviewed with Oliver's "contract specialist" the service I received from [redacted], to which she responded by saying, 'I have no way of knowing what [redacted] did or did not do.' She said Oliver only checked one AC unit because that one AC unit is considered part of the heat pump system and the other AC is not part of the furnace/boiler/radiator system. I told her **. [redacted] did not ask me how many AC systems I had. In diplomatic way, she said that was not Oliver's issue. I responded by saying residential customers with limited to no familiarity with HVAC systems cannot be expected to know what questions HVAC service providers should and should not be asking when preparing service contracts and suggested we work to achieve an amicable solution. She said the only solution was for me to incur the $141 cost if I wanted the second AC system checked. I said that was not a customer-friendly approach and asked her to have a manager contact me. She said she would pass on my comments and request. That was five days ago and I have not heard from anyone at Oliver. I do not believe it is the responsibility of residential customers to know when service providers are not asking certain questions or not asking the right questions, at least not when physical plant is involved.Desired Settlement: Oliver should check the second AC system, as part of the 2014 contract.

Business

Response:

We will be doing a clean and check on the second AC system as part of the 2014 contract, I have left a message for **. [redacted] to call me and sent him and e-mail to let him know.Thank you.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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,

Review: Oliver installed new HVAC in my home in May 2013. The township inspector required a duct leakage test to approve the work and close out the permit. The duck leakage test was performed, but never sent to [redacted] township. I have followed up a number of times to request it to be done so my permit can be closed. Over a year later, they have still failed to submit the results of that duct leakage test.Desired Settlement: I want them to send in the test and ensure the permit is closed.

Consumer

Response:

Hello,

I am writing to alert you that my complaint ID [redacted] has been resolved. While Oliver Heating did not contact me, they did send the report to the township so the permit could be closed. The township contacted me to alert me to this action.

Review: On 3/12/2013 a service call was made to oliver to clear a cloged kitchen sink. They were not able to clear the drain but charged me 455.00 and encouraged me to buy a service contract. Because they could not clear the drain they recommended that we call another contractor to clear the drain. That contractor was [redacted]. They were able to clear the clog but charged me an additonal 259.00. They completed the job in 15 minutes and stated that it was a soft blockage and not a big problem. I don't understand why I was charged 455.00 by oliver when they did not complete the job. I contacted oliver for a reimbursement of a part of the cost on 3/13/2013. They stated that they would call me back to address my complaint. They never called back. I then emailed a complaint on 3/15/2013. They never responded. I have been a loyal customer and no have a service contract for both heating and plumbing. This is unacceptable.Desired Settlement: I would like a response from Oliver and an explanation as to why the job was not able to be completed. I would also like to be reimbursed for a portion of the cost. I paid approximately 700.00 to clear a drain that should have cost only 259.00.

Business

Response:

[redacted] and I spoke today on the phone. I expressed our apologies to him and we came up with a mutually agreeable resolution. I thanked [redacted] for his valuble feedback, and let him know that this information just makes Oliver learn and become better.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Based on our discussion and resolution, I will continue to be a customer of Oliver heating and cooling.

Regards,