Quality Heating & Sheet Metal Company, Inc.

Dan is just wonderful and very competent and very nice and polite.

Review: I contacted Quality heating Thursday October 30, 2014 about service to my furnance. The humidifier had started ticking and water is leaking all over the floor, we have to mop every 2 hours. They were suppose to send someone out Friday October 31, 2014 and they never came. Me and my husband adjusted our schedule for them and they never showed up. I called them back this morning and asked what happened. They informed me that they called my husband cell phone and our house phone and no one answered, so they said they left messages on our phones. THAT NEVER HAPPENED. There were no message on either phone and I can prove it. I then asked when can they come back out and I felt that if they were good business people they would either cancel the service fee or at least say we could just pay half, they stated that we still had to pay the full charge for their inconvenience and they would not be able to get here until later into the week. This is poor business and no one should have to go through this. This furnace is only 3 years old, and we are in the fall season and you know it's cold.Desired Settlement: We would love to have our furnace repaired or replaced as soon as possible. There are 3 small children in this house and right now we do not feel safe with this furnance.

Business

Response:

On Thursday October 31st. 2014 we received a call for service from Ms. [redacted] for awater leak at the furnace. Quality Heating had installed the furnace on April 26th , 2010.The [redacted] furnace that was installed came with a one year labor warranty from QualityHeating that lapsed on April 26th, 2011. The unit is also covered by a factory parts onlywarranty from [redacted] for five years. That is good until April 26th, 2016. Quality Heating has no record of ever installing a humidifier on the job.The service call was scheduled for Friday October 31st, 2014 between the hours of 8amand 12pm. The consumer was notified that the technician would be giving them acourtesy call approximately 20 minutes before they arrived on the jobsite. Both thetechnician and the dispatcher called prior to the scheduled service appointment to both###-###-#### and a secondary number of ###-###-#### and no one answered. Perstandard operating procedure the technician was dispatched on to his next call while weawaited a return call from the consumer to reschedule the service appOintment. Therewas no return call on Friday October 315\ 2014.On Monday November 3,d, 2014 Ms. [redacted] called and requested service. Per standardoperating procedure prior to setting up any service call the consumer was informedagain it would be a $79.00 drive up/diagnostic fee and then they would be quoted aprice for the repair(s) and that we accept MasterCard, Visa, personal check or cash attime of service. The consumer was informed that any parts that were defective on thefurnace would be covered by the manufactures parts only warranty but the labor toinstall them and drive up charge would be billable.The consumer said they would not pay for the drive up charge and besides that theywould not pay full price for any labor necessary for a repair. Per standard operatingprocedure when a consumer is requesting service but refusing to pay the standardcharges the service call will not be run. The consumer then threatened to call Contact 6and the Revdex.com to report the incident because we would not discount the charges.If there is anything else I can do for you please let me know.

Consumer

Response:

Kevin has been doing our heating and cooling for many years and has always performed professionally and I hope that he remains with the company for many years to come!

Quality Heating installed my furnace and Air when I built my house and I have doing their service plan almost as long as I owned house 23 years. Very professional and they take time to make sure everything is working right.

good service and good value

I have had Kevin doing my service for over 21 years. He is always amazing and so helpful. I look forward to seeing him twice a year for my ac and heating. You are very lucky to have such a wonderful and loyal employee!

tech did a great job. arrived on time and completed job on time

Our furnace stopped heating on Friday evening in early December. Quality came out on Saturday to assess the problem. Explained the issue and recommended a new furnace. Installed it on Monday. Now the middle of January and have been happy with the results. The service and sales personal were courteous, informative and acted in a professional manner. I give the company a high satisfaction rating.

Review: On 9/26/13, I had requested Quality Heating to do a routine maintenance of my furnace/air conditioner. The technician

performed the work and informed me that everything was OK and I paid the bill of $104.05 on my Visa Card.

On 10/3/13, I wanted to use my air conditioner because it got hot and humid and we had just had our carpeting cleaned and wanted to take out the humidy so it would dry quicker. When I turned on the air conditioner the blower motor

would not run. I had used my air conditioner numerous times this summer and early fall and it was operating without

any problem. Now all of a sudden since the routine maintenance it didn't work. Had the technician done something or turned something off? I called Quality heating and told them I had a problem since the tech had just been here on 9/26 and they sent out a different tech on 10/4/13. He informed me that their was a failed circuit board and estimated the cost to replace it at $500. I told him I did not want to replace it at this time as I am considering getting a new furnace/air conditioner in the near future. The tech then make out a bill for $234.37 which I relunctantly paid on my Visa Card. There was some discussion but in the end I had to pay the bill. I don't feel that I should have been charged for the return of their tech as the problem occurred after their last visit the week prior when I was told everything was OK and I should not need to replace either the furnace or air conditioner for some time.

I then proceeded to get a bid from Quality Heating to replace my furnace/air conditioner, again discussing how unsatisfied I was with the second service call and billing. They wrote up a quote and listed a credit for the service call, but it was very

apparent that their quote was higher in the first place to absorb this cost. I did get other bids and compared apples to

apples and it confirmed my thoughts that they had built in the service call into the quote so they would not take a loss.

Another note about Quality Heating. In the past I had used them annually for routine maintenance, and after service in 2010,

I gotten a bill almost one year later stating that we were never charged. We disputed it at the time and felt it was not our fault if they couldn't keep their accounting/billing in order but in the end did pay the

bill rather than argue. Therefore, this is the second time I have had an issue with Quality Heating and you can be assured I

will not be using them again.Desired Settlement: I am requesting that the cost of the service call on 10/4/13 be refunded in full. The amount charged to my Visa Bill was

$234.37.

Business

Response:

Dear [redacted]:

I am enclosing a copy of a check for the requested refund amount of $234.37 for the service call

on 10/4/13. The hard copy of the check will be postmarked today, 10/28/2013.

Sincerely,

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.

Great company. They installed our Carrier gas furnace and Carrier central air conditioning unit. Their service technicians are very well qualified and professional. If you are looking to replace your heating and/or cooling units, or if you are in need of service work on your current equipment, I would highly recommend this company for such work.

Prompt, courteous service. Explained services performed.

Great company with great technicians. Have no complaints what so ever.

Friendly, knowledgable and thorough

On time. Very neat and friendly.

Once again we were pleased with the service we received from Quality Heating.

Kevin gave us excellent service and was very professional in answering all of our heating and air conditioning questions and helped us address our future concerns about upgrading the unit.

Dan was prompt, friendly, knowledgeable, efficient, and answered all my questions and concerns.

Quality Heating has provided reliable service for us for three years and has enabled us to feel confident in their work. They have been on time and efficient and capable, and fairly priced.

Very pleased with this service, courteous and helpful from Quality Heating
& Sheet Metal Co.

Kevin is always punctual and courteous.