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.
on multiple occasions, the owner of the company insulted and demeaned me. Their reports are false and my complaints are founded. I have witnesses for the promised work. Pings has since harassed me online and in person, confronting me on several occasions in a threatening manner. They are not only unprofessional a they are unpredictable and potentially dangerous. They make me fear for my safety with their constant threats to me about posting reviews. Please see my Facebook review on their page to see what kind of content I am talking about - demanding I remove reviews just because they disagree and refuse to honor their word. I am instaisfiwd and will continue pursuing this matter with the attorney general if it is not resolved.
Regards,
[redacted]
Customer contacted us on Thursday 2/4/2016 with a complaint
that his electric bill had increased to $400 a month. We sent a technician out on Monday 2/8/2016 to
check his equipment and make sure it was running correctly. We installed an air handler with a strip
heater to his existing...
heat pump on 7/23/2015.
Customer requested to use his existing thermostat and we subtracted $100
from his charge for the install.
His call on 2/4/2016 was the first complaint from this
customer since the install. We immediately
sent a technician out to make sure the equipment we installed was functioning
properly. The equipment that we
installed was working as it should. The
problem was with the Nest Smart Thermostat that was customer already owned and
told our technician that he knew how to operate.
We think that customer does not understand that converting
from an oil furnace to all electric heat does feel colder. Plus his electric bill will increase as he is
no longer buying fuel oil to run his furnace, but using electricity
instead. We have also had numerous calls
complaining about current [redacted] bills being higher than usual. It is possible that his previous bill of $240
was an estimate and the current bill of $399 was an actual. Add that to the fact that the weather finally
got cold enough to need additional heat.
The reason that we billed customer $80 was for the fact that
his Nest Smart Thermostat was causing the problem and not the equipment we
installed. Our technician spent over an
hour talking to Nest to fix this issue.
The Nest thermostat had to be reprogrammed. We are willing to remove this $80 charge from
customer’s account. We are not willing
to reimburse customer for his electric bill.
The strip heat would have never been used on the system during the
summer months and with such a mild winter it’s only been cold enough to call
for back up heat recently.
When customer contacted
us on Friday 2/12/2016 and talked to Adam.
Adam told him he was not in the office, but would call him back first
thing Monday morning to discuss this issue.
Customer immediately filed this complaint with the Revdex.com that
evening. Adam has attempted numerous
calls to customer with no response back.
We feel that the issue is just a misunderstanding and can be solved by a
simple phone call or brief meeting. The
equipment is registered for a 10 year parts and 2 year labor warranty that Wise
Heating and Cooling is more than happy to honor. We take pride in taking care of our customers
as reflected in our A+ Revdex.com rating.
In response to Mr. and Mrs. [redacted] rejection of our response:The installation did go as smoothly as possible. I'm not sure to whom [redacted] spoke with at[redacted] about the manufacturing process on shipping. At no time did I ever tell [redacted] that ourfurnaces are "dropped and thrown around all the time." I did tell him that they were able to withstandmany applications of installation. A letter from our [redacted] Factory manager [redacted] explainsthe process our gas furnaces go through during shipping (See attachment A, paragraph 3).There is no visible damage to the furnace, [redacted] did not tell [redacted] there was additionaldamage to the furnace nor did he tell [redacted] we used "old parts" from his previous furnace (Reviewphotographs and attachment B, paragraph 2).Wise Heating and Cooling did offer to show [redacted] the finished install as well as how toinstall her media filter but she refused (Review attachment C, paragraph 4). We are never in a rush toleave our customers during an installation process. [redacted] returned to the installation to provide a newpart that our installers requested for the finish. At that time, [redacted] spoke with [redacted] about herconcerns in regard to the transport of the unit down the stairs. At no time did [redacted] seemdispleased with the unit. If she had expressed concern about the unit and its condition we would havetaken it back to the factory and brought another in to replace it. It was not until she spoke with [redacted] that we received any notification of dissatisfaction. [redacted] then contacted Wise Heating andCooling at 9:00pm that night to express his dissatisfaction (Review attachment B. paragraph 3).Wise Heating and Cooling did not and would not under any circumstances install a lesserproduct than what our customer purchased. At the time [redacted] purchased this unit [redacted] informedher that [redacted] was phasing out the XV95 and that we may be installing the S9V2 product in its place.The [redacted] old furnace quit providing heat over the weekend and on Monday [redacted] called [redacted] toorder the equipment. He was told there was not an available XV95 in our area. In order to get The[redacted] furnace installed and heating in their home as quickly as possible we installed the newestproduct from [redacted] at no additional expense to them. The S9V2 is a top of the line product and is anupgrade from what [redacted] purchased. Again, it is not an inferior product as we would always installa more efficient product for our customer. While [redacted] was at The [redacted] to bring the requested newpart for the finish he also brought the [redacted] contract for financing for [redacted]'s signature(Review Attachment E). In the description of item purchased the correct model number S9V2 isinserted. The [redacted] also received all the product information pertaining to the purchase of the newestmodel the S9V2. (See attached B paragraph 1 as well as attachment A paragraphs 1 & 2 and theattached" Furnace Announcement" sent by [redacted] from [redacted]) (Literature originally left withcustomer, review Attachment G.)As The [redacted] stated in their response letter they are, "blessed in being highly educated" assuch would never sign a legal contract from [redacted] without fully understanding this purchase. Allof this information concerning the [redacted] contract was addressed with [redacted] on the day of theinstallation 12/5/16 by [redacted]. A copy of the factory warranty was included in a packet mailed to The[redacted] that states the Model and Serial numbers of the items they purchased through Wise Heating andCooling from [redacted] (Review Attachment F).Wise Heating and Cooling was fully transparent with The [redacted] as we are with all of our valuedcustomers in the purchase of any of our [redacted] equipment. It is always our intention that our customerswalks away with a product they are fully satisfied with for many years to come. No deceitful action wasmade on the part of Wise Heating and Cooling as [redacted] signed the [redacted] contract for thefinancing with exact model number of the unit they purchased. In moving forward, we will correct ouroriginal proposal form to match the signed contract from [redacted] when a phasing out of a productline occurs. We also will make a point to deliver a corrected proposal to supersede the one signed on12/2/16 by [redacted] (Review Attachment D).As I explained to [redacted], we are more than willing to have a [redacted] Factory Representativecome and inspect every aspect of our installation upon his request through [redacted]. They are sent tohelp with any concerns in regards to your installation and provide peace of mind to the customer.Should [redacted] determine a replacement of equipment is necessary, we at Wise Heating and Coolingwould be more than happy to replace The [redacted] unit. To our knowledge The [redacted] unit has beenworking as designed per manufacturer specifications and we have not had a call back from them.We at Wise Heating do not feel we were responsible for any wall or other surface damage. [redacted] refused to look over the installation to make sure everything was to her satisfaction before theinstallers left her home. We are willing to offer a $200 paint allowance in a good faith effort to bringresolution to the matter (see attached C. paragraph 3 & 4). In response to the phone conversation with[redacted] on 12/8/16, he mentioned his intention to slander our name on social media as well ascontacting the Revdex.com, and his attorney. After our conversation The [redacted] immediately contacted the Revdex.comas well as wrote disparaging reviews on both [redacted] We felt that a release was in orderfor dispersal of funds and to bring closure to the matter. Since they are unwilling to sign this agreement,we believe that compensation for drywall and having a [redacted] Authorized Representative to inspect theirinstallation is not the resolution that are customers our seeking.We at Wise Heating and Cooling value our relationship with each of our customers. We strivefor excellence with each and every service we provide. Our "A" Revdex.com rating and Angie's List Super Serviceaward reflect our commitment to a long term relationship with each of our valued customers. In theapplication of The [redacted] installation they will have to follow [redacted]'s protocol for a manufacturerrepresentative to inspect their unit in order to provide The [redacted] with a replacement furnace. Thisinformation was given to [redacted] on our 12/8/16 conversation and also mailed in our customer packetwith all of their additional paperwork that we send after installation to all of our valued customers.We stand by our product and our installation team as well as our staff in this matter. We willrespond to the [redacted] Authorized Representative's concerns with [redacted]'s furnace and will actaccording to [redacted]'s recommendation.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/01/06) */
The customer's original request was to remove existing tub spout & install a new one. The existing spout is screwed onto a pipe nipple behind the tile wall. Upon attempting to remove the spout the plumber conveyed to the homeowner present that...
he was experiencing difficulty removing it & if he continued the piping behind the wall may break. If customer wanted him to proceed the wall could need to be opened if warranted for a relpacement. Upon discussion the customer told the plumber to leave it as is, as it was still operational & remodeling of that room would take place in the not so distant future. It was never removed & reinstalled. Cosmetic changes did occur while attempting to remove it; the unit was left operational as decided upon mutually by the plumber & the homeowner's spouse. The customer called 12/24 & left a message. The plumber who was at the job called her back 12/26. She still wanted to speak with management & also emailed the company as well. She received an email in response on 12/30 to acknowledge that she would would be contacted as requested. She was called on 1/5/15 and per the phone conversation is being issued a partial refund as she has requested & feels is appropriate due to the circumstances.
[redacted], I completely understand you frustration with
this issue. It has been frustrating for
us as well. I understand that you did spend $1653.00 with our company and the
problem...
continued to persist. Our
technician first suggested that you replace the furnace. However, the heat exchanger was covered under
warranty and you opted to go that direction.
The heat exchanger we replaced was confirmed as damaged. The reason we replaced the flow pipes at no
cost to you was because the new heat exchanger required more air flow than the
old version. Natural gas wells do not
produce a stable gas pressure and replacing the furnace with a new one would
likely lead to the same problem down the road and as such we did not want to
see you have to replace your furnace every 3-5 years. That is why we suggested converting to a
propane furnace. In the end it was a
terrible experience for you because the problem was not resolved and Wise
Heating, who only charged you cost for the all the work we did. Though unlikely I hope the new furnace you
had installed will last longer than 5 years.
I do to apologize for your inconvenience. I also want to remark that
this is Wise Heating and Cooling first negative rating on Revdex.com. I would like to request that we have a
mediation meeting the Revdex.com to come to full resolution.Sincerely,[redacted])
I also have the text transcript from their technician that will dispute what [redacted] is saying as well. It also shows that their recommendations to change parts/replace things with money that was spent did not fix the problem despite their technician saying it would. Also Bryant and their reps paint a completely different story so I can bring any information from them as well. Please let me know if you would like me to bring copies of those as well. If Wise wants to discuss this pre-mediation I am open to that as well they know how to reach me.[redacted]###-###-#### (office)###-###-#### (cell)I am available during either week and as of now am very flexible. I would be happy to accept a meeting. I never asked for them to perform anything under warranty I just asked and paid them to fix our heat that was never done. Adam is not correct as the new furnace was not discussed until after many attempts to fix the furnace. We would not of argued if their technican assessment was replace furnace as we assumed they are experts in their field (so we thought). Nor did they say there was any chance replacement of the heat exchange may not fix the problem. Wise then proceeded to tell us multiple other parts that were bad. After speaking direct with 2 Bryant dealers and the manufacturer the only way all the parts (including ones we did paid for) would go bad would of been if our house was struck by lightening. The job got out of hand and went above their techs level of expertise and they refused to get Bryant involved. It took me 1 phone call and Bryant got involved so not sure how someone whom installs their equipment could not get additional help. I had to hire a completely new company to fix the issue and they have had to make changes/repairs to incorrect items Wise did. I would be happy to discuss face to face about the situation with them and a mediator. I stand by my review as this is only the second negative review about a company ever and I beyond have over sympathy of small businesses as I run one and grew up in a family business. [redacted]
[redacted]###-###-#### (office)###-###-#### (cell)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11867473
I am rejecting this response because:It seems futile to continue rejecting responses and bantering back and forth. So, I will summarize my concerns and then respond in detail afterward. We purchased a brand new furnace from you, which was dropped down the stairs by your employees. You cannot assure me that the furnace is in perfect working condition, so it should be replaced. The furnace agreed to on the purchase order had an efficiency rate of 97%. The furnace you installed has an efficiency rate of 96%. It is not better and it was not agreed upon. You have advised that Trane should come out to review the furnace for damage. We have scheduled with them and they will be out on the 23rd. At that time, we will notify you of their assessment. In response to numerous other comments throughout your response, I will state the following:The comments related to furnaces being dropped during shipping; that was a statement made by [redacted] when my wife expressed concern over the furnace being dropped. There have been several discrepancies in what we are saying [redacted] said vs what you are saying. The reality is that we have text messages from [redacted] stating that he is trying to get us a new furnace. He is the one who was present and discussed our concerns and he clearly felt that a new furnace was warranted before speaking with you. You stated, again, that my wife refused to go look at the new furnace when installation was complete. That just simply is not true. When the installer was finished, he came upstairs and said to her that they just had to wait for [redacted] to come look over the job but in the meantime, he and my wife could program the new thermostat and get it connected to Wifi. In fact, he commented that our filter component had not changed as it is separate from the furnace so she would not need to worry about anything like that. She was never asked to review the work. And, even if she had gone down to look at the work, what would have been the outcome? Is she a furnace installation expert? Instead, she was upstairs talking with [redacted] about her concerns that the furnace had been dropped. You also state that if she had mentioned on site that she was displeased with the unit, you would have taken it back to the factory and installed a new one. So, does that change since our concern was expressed 7 hours later?Regarding your statement about being educated folks, we were of the belief that we were dealing with an ethical company and therefore would not need to scrutinize the document so thoroughly. Under contract law, you’ve clearly stated that your process is not up to par since you are now changing your process of handling paperwork.
Regards,
[redacted]
Wise Heating and Cooling is aware of [redacted] complaint. We are trying to make a resolution with him as I explained in our conversation 12-8-16 @3:00 p.m. Even though his furnace is in working order and the installation went smoothly he has determined that it may have sustained...
damage during the installation process. i explained to [redacted] that these furnaces are able to take quit a lot and that their is no internal damage. I spoke with our factory representative and [redacted] relayed that [redacted] should contact [redacted].com and submit his concern and they will have a factory rep tech scheduled to come out and do a thorough inspection to his installation. If at that time [redacted] deems that Wise Heating needs to replace this unit because of damage we would be happy to make that replacement. [redacted] did not make this purchase or sign any documents his wife [redacted] did. She was the only one home at the time of installation. At the end of each install we have a customer walk-through process to ensure satisfaction. [redacted] was ask by our tech to look over the installation and the filter replacement and she refused. She only wanted to see the thermostat adjustments. My install team says they did not damage the walls and because [redacted] refused to check the finish we are not at all sure whether this happened during the process. However, Wise Heating offered to give them a 200.00 check to cover the cost of paint repair in an attempt to come to a resolution. Wise Heating will be requiring a signature on a release for these funds. I feel we have done all we can at this time and am waiting for [redacted] to contact [redacted].com. for further assistance through the manufacturer.
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.
on multiple occasions, the owner of the company insulted and demeaned me. Their reports are false and my complaints are founded. I have witnesses for the promised work. Pings has since harassed me online and in person, confronting me on several occasions in a threatening manner. They are not only unprofessional a they are unpredictable and potentially dangerous. They make me fear for my safety with their constant threats to me about posting reviews. Please see my Facebook review on their page to see what kind of content I am talking about - demanding I remove reviews just because they disagree and refuse to honor their word. I am instaisfiwd and will continue pursuing this matter with the attorney general if it is not resolved.
Regards,
[redacted]
Customer contacted us on Thursday 2/4/2016 with a complaint
that his electric bill had increased to $400 a month. We sent a technician out on Monday 2/8/2016 to
check his equipment and make sure it was running correctly. We installed an air handler with a strip
heater to his existing...
heat pump on 7/23/2015.
Customer requested to use his existing thermostat and we subtracted $100
from his charge for the install.
His call on 2/4/2016 was the first complaint from this
customer since the install. We immediately
sent a technician out to make sure the equipment we installed was functioning
properly. The equipment that we
installed was working as it should. The
problem was with the Nest Smart Thermostat that was customer already owned and
told our technician that he knew how to operate.
We think that customer does not understand that converting
from an oil furnace to all electric heat does feel colder. Plus his electric bill will increase as he is
no longer buying fuel oil to run his furnace, but using electricity
instead. We have also had numerous calls
complaining about current [redacted] bills being higher than usual. It is possible that his previous bill of $240
was an estimate and the current bill of $399 was an actual. Add that to the fact that the weather finally
got cold enough to need additional heat.
The reason that we billed customer $80 was for the fact that
his Nest Smart Thermostat was causing the problem and not the equipment we
installed. Our technician spent over an
hour talking to Nest to fix this issue.
The Nest thermostat had to be reprogrammed. We are willing to remove this $80 charge from
customer’s account. We are not willing
to reimburse customer for his electric bill.
The strip heat would have never been used on the system during the
summer months and with such a mild winter it’s only been cold enough to call
for back up heat recently.
When customer contacted
us on Friday 2/12/2016 and talked to Adam.
Adam told him he was not in the office, but would call him back first
thing Monday morning to discuss this issue.
Customer immediately filed this complaint with the Revdex.com that
evening. Adam has attempted numerous
calls to customer with no response back.
We feel that the issue is just a misunderstanding and can be solved by a
simple phone call or brief meeting. The
equipment is registered for a 10 year parts and 2 year labor warranty that Wise
Heating and Cooling is more than happy to honor. We take pride in taking care of our customers
as reflected in our A+ Revdex.com rating.
In response to Mr. and Mrs. [redacted] rejection of our response:The installation did go as smoothly as possible. I'm not sure to whom [redacted] spoke with at[redacted] about the manufacturing process on shipping. At no time did I ever tell [redacted] that ourfurnaces are "dropped and thrown around all the time." I did tell him that they were able to withstandmany applications of installation. A letter from our [redacted] Factory manager [redacted] explainsthe process our gas furnaces go through during shipping (See attachment A, paragraph 3).There is no visible damage to the furnace, [redacted] did not tell [redacted] there was additionaldamage to the furnace nor did he tell [redacted] we used "old parts" from his previous furnace (Reviewphotographs and attachment B, paragraph 2).Wise Heating and Cooling did offer to show [redacted] the finished install as well as how toinstall her media filter but she refused (Review attachment C, paragraph 4). We are never in a rush toleave our customers during an installation process. [redacted] returned to the installation to provide a newpart that our installers requested for the finish. At that time, [redacted] spoke with [redacted] about herconcerns in regard to the transport of the unit down the stairs. At no time did [redacted] seemdispleased with the unit. If she had expressed concern about the unit and its condition we would havetaken it back to the factory and brought another in to replace it. It was not until she spoke with [redacted] that we received any notification of dissatisfaction. [redacted] then contacted Wise Heating andCooling at 9:00pm that night to express his dissatisfaction (Review attachment B. paragraph 3).Wise Heating and Cooling did not and would not under any circumstances install a lesserproduct than what our customer purchased. At the time [redacted] purchased this unit [redacted] informedher that [redacted] was phasing out the XV95 and that we may be installing the S9V2 product in its place.The [redacted] old furnace quit providing heat over the weekend and on Monday [redacted] called [redacted] toorder the equipment. He was told there was not an available XV95 in our area. In order to get The[redacted] furnace installed and heating in their home as quickly as possible we installed the newestproduct from [redacted] at no additional expense to them. The S9V2 is a top of the line product and is anupgrade from what [redacted] purchased. Again, it is not an inferior product as we would always installa more efficient product for our customer. While [redacted] was at The [redacted] to bring the requested newpart for the finish he also brought the [redacted] contract for financing for [redacted]'s signature(Review Attachment E). In the description of item purchased the correct model number S9V2 isinserted. The [redacted] also received all the product information pertaining to the purchase of the newestmodel the S9V2. (See attached B paragraph 1 as well as attachment A paragraphs 1 & 2 and theattached" Furnace Announcement" sent by [redacted] from [redacted]) (Literature originally left withcustomer, review Attachment G.)As The [redacted] stated in their response letter they are, "blessed in being highly educated" assuch would never sign a legal contract from [redacted] without fully understanding this purchase. Allof this information concerning the [redacted] contract was addressed with [redacted] on the day of theinstallation 12/5/16 by [redacted]. A copy of the factory warranty was included in a packet mailed to The[redacted] that states the Model and Serial numbers of the items they purchased through Wise Heating andCooling from [redacted] (Review Attachment F).Wise Heating and Cooling was fully transparent with The [redacted] as we are with all of our valuedcustomers in the purchase of any of our [redacted] equipment. It is always our intention that our customerswalks away with a product they are fully satisfied with for many years to come. No deceitful action wasmade on the part of Wise Heating and Cooling as [redacted] signed the [redacted] contract for thefinancing with exact model number of the unit they purchased. In moving forward, we will correct ouroriginal proposal form to match the signed contract from [redacted] when a phasing out of a productline occurs. We also will make a point to deliver a corrected proposal to supersede the one signed on12/2/16 by [redacted] (Review Attachment D).As I explained to [redacted], we are more than willing to have a [redacted] Factory Representativecome and inspect every aspect of our installation upon his request through [redacted]. They are sent tohelp with any concerns in regards to your installation and provide peace of mind to the customer.Should [redacted] determine a replacement of equipment is necessary, we at Wise Heating and Coolingwould be more than happy to replace The [redacted] unit. To our knowledge The [redacted] unit has beenworking as designed per manufacturer specifications and we have not had a call back from them.We at Wise Heating do not feel we were responsible for any wall or other surface damage. [redacted] refused to look over the installation to make sure everything was to her satisfaction before theinstallers left her home. We are willing to offer a $200 paint allowance in a good faith effort to bringresolution to the matter (see attached C. paragraph 3 & 4). In response to the phone conversation with[redacted] on 12/8/16, he mentioned his intention to slander our name on social media as well ascontacting the Revdex.com, and his attorney. After our conversation The [redacted] immediately contacted the Revdex.comas well as wrote disparaging reviews on both [redacted] We felt that a release was in orderfor dispersal of funds and to bring closure to the matter. Since they are unwilling to sign this agreement,we believe that compensation for drywall and having a [redacted] Authorized Representative to inspect theirinstallation is not the resolution that are customers our seeking.We at Wise Heating and Cooling value our relationship with each of our customers. We strivefor excellence with each and every service we provide. Our "A" Revdex.com rating and Angie's List Super Serviceaward reflect our commitment to a long term relationship with each of our valued customers. In theapplication of The [redacted] installation they will have to follow [redacted]'s protocol for a manufacturerrepresentative to inspect their unit in order to provide The [redacted] with a replacement furnace. Thisinformation was given to [redacted] on our 12/8/16 conversation and also mailed in our customer packetwith all of their additional paperwork that we send after installation to all of our valued customers.We stand by our product and our installation team as well as our staff in this matter. We willrespond to the [redacted] Authorized Representative's concerns with [redacted]'s furnace and will actaccording to [redacted]'s recommendation.Sincerely,[redacted]
Initial Business Response /* (1000, 5, 2015/01/06) */
The customer's original request was to remove existing tub spout & install a new one. The existing spout is screwed onto a pipe nipple behind the tile wall. Upon attempting to remove the spout the plumber conveyed to the homeowner present that...
he was experiencing difficulty removing it & if he continued the piping behind the wall may break. If customer wanted him to proceed the wall could need to be opened if warranted for a relpacement. Upon discussion the customer told the plumber to leave it as is, as it was still operational & remodeling of that room would take place in the not so distant future. It was never removed & reinstalled. Cosmetic changes did occur while attempting to remove it; the unit was left operational as decided upon mutually by the plumber & the homeowner's spouse. The customer called 12/24 & left a message. The plumber who was at the job called her back 12/26. She still wanted to speak with management & also emailed the company as well. She received an email in response on 12/30 to acknowledge that she would would be contacted as requested. She was called on 1/5/15 and per the phone conversation is being issued a partial refund as she has requested & feels is appropriate due to the circumstances.
[redacted], I completely understand you frustration with
this issue. It has been frustrating for
us as well. I understand that you did spend $1653.00 with our company and the
problem...
continued to persist. Our
technician first suggested that you replace the furnace. However, the heat exchanger was covered under
warranty and you opted to go that direction.
The heat exchanger we replaced was confirmed as damaged. The reason we replaced the flow pipes at no
cost to you was because the new heat exchanger required more air flow than the
old version. Natural gas wells do not
produce a stable gas pressure and replacing the furnace with a new one would
likely lead to the same problem down the road and as such we did not want to
see you have to replace your furnace every 3-5 years. That is why we suggested converting to a
propane furnace. In the end it was a
terrible experience for you because the problem was not resolved and Wise
Heating, who only charged you cost for the all the work we did. Though unlikely I hope the new furnace you
had installed will last longer than 5 years.
I do to apologize for your inconvenience. I also want to remark that
this is Wise Heating and Cooling first negative rating on Revdex.com. I would like to request that we have a
mediation meeting the Revdex.com to come to full resolution.Sincerely,[redacted])
I also have the text transcript from their technician that will dispute what [redacted] is saying as well. It also shows that their recommendations to change parts/replace things with money that was spent did not fix the problem despite their technician saying it would. Also Bryant and their reps paint a completely different story so I can bring any information from them as well. Please let me know if you would like me to bring copies of those as well. If Wise wants to discuss this pre-mediation I am open to that as well they know how to reach me.[redacted]###-###-#### (office)###-###-#### (cell)I am available during either week and as of now am very flexible. I would be happy to accept a meeting. I never asked for them to perform anything under warranty I just asked and paid them to fix our heat that was never done. Adam is not correct as the new furnace was not discussed until after many attempts to fix the furnace. We would not of argued if their technican assessment was replace furnace as we assumed they are experts in their field (so we thought). Nor did they say there was any chance replacement of the heat exchange may not fix the problem. Wise then proceeded to tell us multiple other parts that were bad. After speaking direct with 2 Bryant dealers and the manufacturer the only way all the parts (including ones we did paid for) would go bad would of been if our house was struck by lightening. The job got out of hand and went above their techs level of expertise and they refused to get Bryant involved. It took me 1 phone call and Bryant got involved so not sure how someone whom installs their equipment could not get additional help. I had to hire a completely new company to fix the issue and they have had to make changes/repairs to incorrect items Wise did. I would be happy to discuss face to face about the situation with them and a mediator. I stand by my review as this is only the second negative review about a company ever and I beyond have over sympathy of small businesses as I run one and grew up in a family business. [redacted]
[redacted]###-###-#### (office)###-###-#### (cell)
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 11867473
I am rejecting this response because:It seems futile to continue rejecting responses and bantering back and forth. So, I will summarize my concerns and then respond in detail afterward. We purchased a brand new furnace from you, which was dropped down the stairs by your employees. You cannot assure me that the furnace is in perfect working condition, so it should be replaced. The furnace agreed to on the purchase order had an efficiency rate of 97%. The furnace you installed has an efficiency rate of 96%. It is not better and it was not agreed upon. You have advised that Trane should come out to review the furnace for damage. We have scheduled with them and they will be out on the 23rd. At that time, we will notify you of their assessment. In response to numerous other comments throughout your response, I will state the following:The comments related to furnaces being dropped during shipping; that was a statement made by [redacted] when my wife expressed concern over the furnace being dropped. There have been several discrepancies in what we are saying [redacted] said vs what you are saying. The reality is that we have text messages from [redacted] stating that he is trying to get us a new furnace. He is the one who was present and discussed our concerns and he clearly felt that a new furnace was warranted before speaking with you. You stated, again, that my wife refused to go look at the new furnace when installation was complete. That just simply is not true. When the installer was finished, he came upstairs and said to her that they just had to wait for [redacted] to come look over the job but in the meantime, he and my wife could program the new thermostat and get it connected to Wifi. In fact, he commented that our filter component had not changed as it is separate from the furnace so she would not need to worry about anything like that. She was never asked to review the work. And, even if she had gone down to look at the work, what would have been the outcome? Is she a furnace installation expert? Instead, she was upstairs talking with [redacted] about her concerns that the furnace had been dropped. You also state that if she had mentioned on site that she was displeased with the unit, you would have taken it back to the factory and installed a new one. So, does that change since our concern was expressed 7 hours later?Regarding your statement about being educated folks, we were of the belief that we were dealing with an ethical company and therefore would not need to scrutinize the document so thoroughly. Under contract law, you’ve clearly stated that your process is not up to par since you are now changing your process of handling paperwork.
Regards,
[redacted]
Wise has satisfied their end of agreement and I agree to drop the complaint. Thank you for your help.[redacted]
Wise Heating and Cooling is aware of [redacted] complaint. We are trying to make a resolution with him as I explained in our conversation 12-8-16 @3:00 p.m. Even though his furnace is in working order and the installation went smoothly he has determined that it may have sustained...
damage during the installation process. i explained to [redacted] that these furnaces are able to take quit a lot and that their is no internal damage. I spoke with our factory representative and [redacted] relayed that [redacted] should contact [redacted].com and submit his concern and they will have a factory rep tech scheduled to come out and do a thorough inspection to his installation. If at that time [redacted] deems that Wise Heating needs to replace this unit because of damage we would be happy to make that replacement. [redacted] did not make this purchase or sign any documents his wife [redacted] did. She was the only one home at the time of installation. At the end of each install we have a customer walk-through process to ensure satisfaction. [redacted] was ask by our tech to look over the installation and the filter replacement and she refused. She only wanted to see the thermostat adjustments. My install team says they did not damage the walls and because [redacted] refused to check the finish we are not at all sure whether this happened during the process. However, Wise Heating offered to give them a 200.00 check to cover the cost of paint repair in an attempt to come to a resolution. Wise Heating will be requiring a signature on a release for these funds. I feel we have done all we can at this time and am waiting for [redacted] to contact [redacted].com. for further assistance through the manufacturer.