Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Dear Revdex.com, Instead of the business addressing the fact that I was lied to by their technician, they are hiding behind their contractI feel violated as a home ownerI am a single mom, doing everything I can to keep my home safe and this company is supporting the use of scare tactics and lies by their technicians The delay initially was not due to waiting on the insurance company, I was waiting on a company called Neighbors Work (NW) I was actually trying to get a loan to pay for both issues that Sparks said needed to be addressed immediately, which combined was over 3kNW has several steps to their application process that takes several weeksIt was during that time I had the person who maintain my furnace for years ( which thankfully I did not sign a contract with Sparks)He is the one I would have hired to do the furnace work if it had actually been needed He stated that the work the Sparks technician said was DIRE, that I had to have done immediately and quoted over 2k for, was not needed All that was needed was the vent capHe then checked the chimney at my request and found minor repairs that were needed, but not the major repairs that the Spark technician said was neededHe suggested I get another opinion on the chimney since he admitted this was not his specialty I then had ANOTHER company come out to get yet another opinion and he checked both the furnace and chimney as well His opinion mirrored the second opinion, not Sparks' At this point they can keep the deposit and I will chalk it up to a lesson learned, but I should not have to pay them a penny moreThey are supporting unscrupulous practices and to say I am disappointed in the service would be a serious understatement [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.the statement Monroe provided was incorrectI never used fowl language when speaking with themI had this conversation at work where others could hear meIt is not acceptableby either of us she spoke with that the company schedules hours of our time and then cancels during the 4th hour of this time blockAnd this happened twiceMyself and [redacted] have lost money not being at work waiting at home, to only be canceled onI told them this was poor customer service and if this is how I would be treated I would let others know how they operateI purchased a cleaning with a groupon and almost certain this is why I was treated so poorlyI was put off and dismissed because I was less important than other customersAt what point would they follow through with the service? She asked me what was my urgency? I am a paying customerWhy would urgency make a business cancel my appointment twice with no notice? This is unacceptable customer service Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I worked on my own behalf with groupon and they issued a credit (not a refund)Based on additional research I have learned that MANY others in my community have had similar experiences in my community and when work was done, people did not seem happyI do not want them in my home at this point, as they seem to be a disreputable company Regards, [redacted]
Mr [redacted] has been credited back via credit card for the amount he was disputing, minus the cost of the service call which was previously agreed upon
Horrible experience in fall of - even spoke with the owner who was unresponsive to my complaints Unprofessional, condescending, and downright disrespectfulHorrible customer services on the phone with receptionistsTold me they would arrive at 3pm and never showed until 6:30pm Forgot the ladder for the chimney sweep - not once but twice in the times they were scheduled to be at my home Did not communicate the issues with the furnace to me unless I askedThe employees were struggling with locating a needed part and had the owner come out to assist When I asked for details on the furnace problems the owner was beyond condescending to me and nasty to his employees in front of me They left garbage in my utility sink Then they had the audacity to put their giant orange stickers on my furnace and fuse box after I had already indicated that I would never be working with them again nor would I recommend them to ANYONE in the future Furthermore, they called this year to "remind" me to schedule a furnace cleaning Never againTo prospective clients, find a more reputable company Definitely do not go with Sparks
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The response from the company is very inaccurate I never said that I might need a chimney sweep I said that we might be in their system, because we had used their services for a new furnace and for a chimney sweep in the past There is no way this could have been confused with my request to have the vent cap replaced I even gave the company the name of the cap and its size so that they could have the replacement when they came Furthermore, there was no inspection of the vent/cap on the first visit, because the worker would not go on the roof given the windy day Yes, you could see that the top of the cap was missing from the ground- something I told them when I first calledThe invoice said they would know more once they got on the roof - which would have been when they came to put on the cap The second visit had a person put on the cap without "checking it out" When he came down I asked him if the missing cap was all that there was for a problem and he said he did not check anything else out because he was simply told to replace the cap He did go back after I showed him that the first person had not gone on the roof to check for any other related problem In short, this was a very disappointing experience I feel I was given very poor service - especially around the cost Regards, [redacted]
Revdex.com spoke with [redacted] today and he stated the following: When our technician was there, he did leave and went and got the part When the technician returned, the customer stated that he no longer wanted it, he found it cheaper somewhere else The labor charge is not only for actually installing the part, but for the services provided and obtaining the part, and is also part of the flat rate quoted and authorized price I advised the consumer that we would have to pay a 25% restocking fee and advised consumer I would only charge the 25% restocking fee, and the consumer continued to curse at me, so I disconnected the call In an emergency situation like this was, we always charge first in case of non-payment once job is completed I have offered on several occasions to refund less the 25% restocking fee and the consumer continues to refuse the offer I have spent money and time on this with the customer's authorization to do so, and he then changed his mind We were already in the process of repairing the furnace and had obtained the part Once the consumer advises his acceptance, the refund will be issued less the 25% restocking fee and service call fee
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThank you Revdex.com for continuing to work on thisMy response is below “When our technician was there, he did leave and went and got the part When the technician returned, the customer stated that he no longer wanted it, he found it cheaper somewhere else.” First, the technician never left the house to go anywhere The technician was at the house for the entire time during my conversations with him If the tech is claiming that he left, went to the store, and returned, then please provide a copy of the receipt, or some proof from the store he went to, that shows he picked up a part and then had to return it Again, if he is claiming he left the house only to return and I had a change of heart; that is not the truth “The labor charge is not only for actually installing the part, but for the services provided and obtaining the part, and is also part of the flat rate quoted and authorized price I advised the consumer that we would have to pay a 25% restocking fee and advised consumer I would only charge the 25% restocking fee, and the consumer continued to curse at me, so I disconnected the call In an emergency situation like this was, we always charge first in case of non-payment once job is completed.” It is perfectly understandable that your labor charge covers your costs in obtaining the part, however I will reiterate, the technician never left my mom’s house to go anywhere, and furthermore, at no point did he mention a 25% restocking fee that would be billed The only fee the tech said would be bill [redacted] would be the $service charge Also, at no time did I curse at the technician, unless you consider the phrase “get out of my house” a curse Yes, I was piss [redacted] at the tech for a number of reasons, first for trying to swindle my mother by stating, “ there is no other company that can get this part and get your furnace fixed in hours ”, and secondly he couldn’t explain what the chargers entailed, and kept backpedalling and seemed like he was making it up on the go Yes, it was an emergency situation which Is why I initially gave the authorization to move forward, but within minutes I told I changed my mind and didn’t need his services anymore Again, I am not going to agree to anything without proof Show me the proof that you had to pay a 25% restocking fee to your supplier and I will be more than happy to pay this “I have offered on several occasions to refund less the 25% restocking fee and the consumer continues to refuse the offer I have spent money and time on this with the customer's authorization to do so, and he then changed his mind We were already in the process of repairing the furnace and had obtained the part.Once the consumer advises his acceptance, the refund will be issued less the 25% restocking fee and service call fee.” I have never been contacted by [redacted] , or anyone from his company for that matter, offering a resolution to this matter I can provide my phone records that show that I have never received a phone call from him or his company The last communication through theRevdex.com he did not offer a resolution Per your technician, the time you spent at my mom’s house assessing the problem with the furnace would be covered by the service call charge, which I’m willing to pay As he did not leave the house to go get a part from your supplier, which would then cause a restocking fee to be incurred, I will not pay for this The only resolution I will accept is for what I’m responsible for, which is the service charge, nothing else If your technician incurred a charge on that day with your supplier, it was not because of the service call at my mom’s house We were already in the process of repairing the furnace and had obtained the part The only time your technician looked at my furnace was to do the initial assessment He did not do anything else If this statement is really true, then your technician should be able to tell you what the problem was with the furnace I’m certain you guys do a lot of furnace repairs, and see a lot of unusual things, but the problem with my mom’s furnace was very unique and this would have stuck in his mind And, he wouldn’t have had to dismantle the furnace to find the problem either Regards, [redacted]
Mr [redacted] had contacted out office in regards to his chimney needed to be inspected as well as a new capHe stated that he was unsure if he needed a chimney sweep or just the inspectioncost of the sweep is and the cost of a chimney service call is He agreed to get the inspection doneWhile there our technicians informed him that he needed a new cap as well as pointing out things that needed to be fixedThe crown was cracked and the flashing was needed sealed, this is all marked down on his invoiceThe cost of a new cap was quoted to him and he agreed to purchase, since he was a great customer and purchased a cap from us we decided to lower the cost of their service call to instead of the We ordered the cap and in days we were back to install it for himThe total that he paid was ( including tax)
We have been dealing with Sparks Monroe for years and are extremely pleased with the quality of their work and the knowledge, courtesy, and friendliness of their staff They have kept our equipment running efficiently and have performed repairs as well as installing new equipment when needed at a reasonable price Their communication is excellent and they do what they say
The reason for the $charge is because the repair to her unit was $plus the $service call feeThe service Manager waived this fee as a convenience to the customerThe Furnace failed due to lack of maintenanceWe have mailed out the certified bank check as of August 9th (please see attached copy of the check) The office manager mailed it to her address at [redacted] on this dateWe verified from the credit card company that we did receive funds for that transaction, at that time we did issue the $check to herShe should have received this by now
I used [redacted] to have my chimney cleaned I was told the tech would come between 8-on 11/When I called, the woman stated I was the first appointment and the tech would be out shortly I called at 8: If they are not sending their techs out until 8:for 9:service calls, they should let the customer know When I called back again to state that I was needing to leaving for an appointment, the receptionist was not very concerned Very poor customer service!!! The tech did arrive at 8:and was done within minutes
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowRevdex.com spoke to consumer and the following was relayed: The company did offer to refund the $or return and replace the part for another service chargeThe part they say was from their supplier was corroded and was not newI had to pay a second company the full amount because of what this business failed to do Regards, [redacted]
Sparks Monroe received Pictures of the repair on [redacted] *** from Mr [redacted] on 1/18/Mr [redacted] and the office discussed that we would return to skim coat his chimney from the roofline to the bricksThis repair needs to be completed in dry, warmer weatherHe agreed this would be fineWe do not have a tentative date yet as we are playing phone tag, once we are able to connect we will get him our on calendar to get this completed for the customerAll our appointments are scheduled Monday- Friday in blocks, either the AM block from 8-12p or the PM block from 12-5pmI have also emailed the customer on 1/29/stating this as well
To Whom It May Concern: I have thoroughly reviewed the complaint and all supporting documentation by [redacted] I have also reviewed our business records regarding the property at [redacted] *** First, the only service that we have ever performed at that address was on January 27, That service was a furnace maintenance that was paid for with a [redacted] Voucher with a purchase price of $for a value of $worth of service There was repairs recommended at that timeThe consumer declined to perform the recommended repairs Upon reviewing our email records and our telephone records we received a telephone call on Sunday, February 15, at 7:20am This call was dispatched to our on-call service technician whose name is *** He retrieved this call from our answering service at 7:28am The consumer called our answering service again at 7:34am on Sunday, February 15, stating please call again and left an alternate phone number We do have audio recordings of these calls Stating "please call again" shows that there was a previous call by us On February 16, we received another phone call at our office asking for clarification as to the handwritten notes from the work order for maintenance done on January 27, At 3:17pm our office responded with a typed clarification as to the handwritten notes to the maintenance performed on January 27, via email We did not receive any further correspondence from the consumer until February 19, at 1:18pm where she forwarded an email to us from her tenant and I cannot state whether or not we responded to this for sure as email is not one of the mechanisms we use to dispatch service calls After searching through all of my records, I do not find any other correspondence between the consumer and our company I do see plenty of correspondence between the consumer and her tenant In the correspondence with her tenant she asks her tenant "Do you want me to come over to do this? Or do you guys want to check it out, which may be faster? Lmk Sparks Monroe is on a long wait time to get there This email was at 8:00am on Febrary 15, about minutes after our technician called the consumer She also states that she tried to use a coupon for service and was unable to do so Our technician David was under the impression that the consumer wanted to use a [redacted] Voucher maintenance coupon for a Sunday service call, not a 50% off service call coupon We apologize for any confusion on that Additionally, after reviewing the complaint details, I have done more research into this particular address and consumer within our industry What I have found out leads me to believe the following: the furnace was purchased and installed by a different contractor which would be [redacted] ; there was an extended warranty sold to the consumer at the time the furnace was purchased Why the consumer chose to call us rather than the contractor who installed and held the warranty on the furnace I have no idea Additionally, I spoke to the owner of [redacted] on March 17, and he informed me that he did, indeed, go to this property and performed a service call and repair on the equipment He was able to get the parts covered under warranty and did charge the consumer for labor to replace to the parts Additionally the owner of United stated that he never made any statements whatsoever about maintenance being performed properly or improperly In reviewing the totality of these circumstances, it is my belief that the only possible mistake that my company or its employees may have made was a misunderstanding in which coupon the consumer was attempting to use on a Sunday morning service call For this I do apologize Additionally, it is obvious that the consumer is not happy with the maintenance that we performed on January 27, We do not want customers who are not happy with our services Therefore, if this consumer chooses to ask [redacted] for a refund for her purchase price we would not oppose that However, we cannot refund her as she did not spend any money with us directly We would also kindly suggest that if she has a contractor who has performed good work for her and who she is happy with that she continue to use that contractor I sincerely hope that this resolves the consumers complaint and closes this file and allows the consumer to not have to take any more time out of her busy life or require us to take any more time out of ours Sincerely, Darren S
Sparks Monroe installed an 80% [redacted] for [redacted] *** [redacted] on March 2nd This was done as an emergency service call because the customers Furnace had died(Attached is copy of all invoices and contracts)As per the contract the furnace was installed to existing ductwork, gas, electric, venting, and thermostatIt was discussed with Mr[redacted] at the time of the install that the chimney was not up to code and would need addressingCustomer declined at that time and just wanted to furnace installedOn August 2nd The customer called Sparks Monroe and spoke with the office manager regarding his venting issue, this was after [redacted] had come out been to his houseSparks Monroe had left a quote for a chimney liner for him when the furnace was installedSparks Monroe agreed to come out and take a look at his furnace and venting for him so that we could address his concern with the ventingAn Appointment was scheduled for August 16th from 12-5pm (window block of time with a half hour heads up call to the customer letting him know we were on our way)Sparks Office Manager called Mr[redacted] on August 16th @ 845am to inform him we were swamped with service calls and would not be able to make it out in the afternoon, a voicemail was left at that time, and asked he give us a call back to reschedule the apptMr [redacted] called at 1245pm and was not happy that we were not there yetHe stated he made an appt at 12pm and no one had called or showed to his home on ** [redacted] **I explained that we never make exact time appts only do our scheduling in block appts from 8-12pm or 12-5pm with a call when we are on our wayAt that time I let the customer know that we had left him a message that Am at 845am letting him know we wouldn't be able to make it out todayHe then insisted that we come out today and today only because he was leaving for New Jersey that day, and if we did not show up that day then he would be in contact with his lawyerThe customer was very abusive and began using extremely profane languageThe office Manager offered the next available appointment for service but the customer refused and hung up the phoneThe next day August 17th Sparks Office Manager called Mr [redacted] and was able to schedule him an appointment for August 26th from 12-5pm, this is when he stated he would be back from NJWhen our technicians arrived on 8/26/at 4:22pm Mr [redacted] would not let our technicians inside his home to inspectOur Techs briefly talked to the customer about his furnace install and contract and again offered options for this to resolve this issue with him chimney, just as we had done back in March Each option and suggestion that was offered was immediately declined and refusedAt this point the Customer, Mr[redacted] asked us to leave his property and refused to sign the invoice from this service appointment Attached you will find all invoices and contracts from when we were out for service at [redacted]
This company should not be allowed to be in business! I had an emergency heating problem .My furnace died in the extreme cold weatherThey promised service asap as they had to overnight parts( which I also paid the fee for)I signed a contract on a Wednesday and tried to call all day Saturday as I hadn't heard from anyoneAfter checking around on line and other heating companies I realized I was charged at least $more than I should have been chargedI believe they took advantage of me and my crisis situation They finally did the job days after signing contractI asked for some refund off the price, they said they were justified to charge the price they didI feel that I was scammed.!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Sparks Monroe has yet again used unethical and deceptive practices.There were total scheduled attempts to come and review the issues with the work done by Sparks Monroe, not I have the phone logs and days off from work to prove itAlso each one of these scheduled appointments did not have a service fee associated with or agreed toSo the final scheduled appointment that we did not approve was because fewer than minutes before the serviceman was supposed to be at our house, we received a phone call stating that if we didn't give our credit card for a service fee, nobody would be comingAt this time I asked why we weren't charged for the previous missed appointmentsThe representative said that she did not have an answer for me When asked to speak with her manager, she would not allow me to, nor tell me his or her name.
I'm assuming that this "Service Fee" was invented because of the arguments with my wife over scheduling, which only occurred because the representative threatened that Sparks Monroe would never come to finish our job--yet they took our moneyI should have read the other complaints about scheduling issues and rude unprofessional customer service before picking this company.
Other customers within the last few weeks: (google.com reviews)
I am only giving them one star to be able to publish this postThey never actually showed to my house after setting appointmentsI waited weeks for the initial appointment and they didn't showI called to find out what happened (they had no apology or explanation) and to rescheduleThey offered to come out the next weekI waited another hours, for a no showCalled again and they offered to come out todayI am still waitingThis is the worst company I have ever worked withTheir customer service reps were rude and actually hung up on me when I calledI would never, ever recommend them to anyoneEXTREMELY POOR CUSTOMER SERVICEI scheduled an appointment for a furnace maintenance check for which I had a $voucherOn the day of the appointment, I called the company to let them know that a family member would be home instead of meThe woman I spoke with insisted that I was not scheduled for an appointmentAfter a lengthy conversation, she finally remembered our conversation when I set up the appointmentHer story then changed to "they had a lot of emergencies and had to cancel or reschedule a lot of appointments"No idea why I wasn't notifiedIn anycase, I asked about rescheduling as quickly as possibleAnswer : it will cost me a service fee of $and no, they will not honor the $voucherI decided it was not worth it to deal with this company since I'm already having a problem with their integrity and reliabilityI don't want to take the chance of having them work on anything in my houseI called another companyand am all set!
Purchased an amazon local certificateDespite calling twice to schedule they finally set a date then did not showI called to ask if they ran into trouble and needed to cancel but they told me I was not on the scheduleHow unprofessionalAfter paying for an Amazon Local deal for a chimney sweep I figured it would be a quick and easy appointmentI called and they were very nice and scheduled me for the Monday morning block (8am-12pm) and they would call me mins ahead when they are on their wayI asked my boyfriend on his day off of work to stay home and make sure to be there for this appointmentI ended up calling on my lunch break at 12:asking why I never heard and why no one showed upThere was supposedly A LOT of emergency heating problems so they apologized and scheduled the appointment for the next MondayI understand things happen so I was not upset about this and rescheduledYesterday was my second scheduled appointment for the afternoon 12-and again I hear nothing until 4:The lady on the phone told me that unfortunately they had an emergency with a little old couple and their heat and had to cancel my appointmentCANCEL?? A half hour before the time block is over anyway? and a half hours in a time block and you couldn't call me and tell me that we had to reschedule for a 3rd time and I could let my boyfriend leave the house? Then they said we can schedule again but it would be more than a month outI called Amazon and they were awesome and apologized and said they would let their business director know that this company is very hard to work withI got a full refundThank goodness!
I called three time to attempt to schedule an appointmentWas promised two return calls that did not happenI finally got an appointment scheduled and was given a window for arrivalI left work and there was a no call, no show, for that appointmentI am not sure why I have to work so hard to give them my businessDo not feel like a valued customer at allAt this point, we want a full refund*** ***
They had some issues replacing my furnace getting the right unit but they made it right and I could not be happier would recommend this company to anyone at any point in time they are willing to put you on a payment plan as long as you come up with half of the down payment where as other company's want the full payment ! Thank you again for your service
On Thursday 6/11, my door bell rang and I immediately went to the door to find a young, untidy, service man PEERNG into the sidelights of the front doorHe had rung the door bell only ONCEThrough the glass, I asked him what he wanted as we had not called Sparks Heating and ChimneyIf the service man was educated in proper chimney construction, when he drove into the driveway, he may have noticed that both of our fireplaces have caps on them as we have gas insertsHe said he was here to clean our chimneysI said he had the incorrect address and he proceeded to tell me our address was the one he hadI told him that we had gas inserts, and had to say it TWICE, before he said, "oh, okay"He finally leftI called Sparks to tell them that they had sent the service man to the wrong address and I definitely DID NOT feel comfortable with someone PEERING into my sidelights A very rude woman proceeded to tell me that that was the address that was givenI said "no, you are mistaken...we have gas inserts and I am the home owner...I would know if we called a company for something"She again said I must be mistakenI said "no, I think you are mistaken...we have gas inserts and no one called your company"I asked if Sparks calls the customer the day before or same day to confirm the appointment She said they hadI said "no one called here yesterday, no have the wrong number." I told her I almost called the police as the fact that someone who was untidy was PEERING into my house frightened meShe was very curt and very unapologeticBASED ON HER CUSTOMER SERVICE, OR LACK OF IT, I WOULD NEVER RECOMMEND THIS BUSINESS
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] Dear Revdex.com, Instead of the business addressing the fact that I was lied to by their technician, they are hiding behind their contractI feel violated as a home ownerI am a single mom, doing everything I can to keep my home safe and this company is supporting the use of scare tactics and lies by their technicians The delay initially was not due to waiting on the insurance company, I was waiting on a company called Neighbors Work (NW) I was actually trying to get a loan to pay for both issues that Sparks said needed to be addressed immediately, which combined was over 3kNW has several steps to their application process that takes several weeksIt was during that time I had the person who maintain my furnace for years ( which thankfully I did not sign a contract with Sparks)He is the one I would have hired to do the furnace work if it had actually been needed He stated that the work the Sparks technician said was DIRE, that I had to have done immediately and quoted over 2k for, was not needed All that was needed was the vent capHe then checked the chimney at my request and found minor repairs that were needed, but not the major repairs that the Spark technician said was neededHe suggested I get another opinion on the chimney since he admitted this was not his specialty I then had ANOTHER company come out to get yet another opinion and he checked both the furnace and chimney as well His opinion mirrored the second opinion, not Sparks' At this point they can keep the deposit and I will chalk it up to a lesson learned, but I should not have to pay them a penny moreThey are supporting unscrupulous practices and to say I am disappointed in the service would be a serious understatement [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.the statement Monroe provided was incorrectI never used fowl language when speaking with themI had this conversation at work where others could hear meIt is not acceptableby either of us she spoke with that the company schedules hours of our time and then cancels during the 4th hour of this time blockAnd this happened twiceMyself and [redacted] have lost money not being at work waiting at home, to only be canceled onI told them this was poor customer service and if this is how I would be treated I would let others know how they operateI purchased a cleaning with a groupon and almost certain this is why I was treated so poorlyI was put off and dismissed because I was less important than other customersAt what point would they follow through with the service? She asked me what was my urgency? I am a paying customerWhy would urgency make a business cancel my appointment twice with no notice? This is unacceptable customer service Regards, [redacted] ***
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I worked on my own behalf with groupon and they issued a credit (not a refund)Based on additional research I have learned that MANY others in my community have had similar experiences in my community and when work was done, people did not seem happyI do not want them in my home at this point, as they seem to be a disreputable company Regards, [redacted]
Mr [redacted] has been credited back via credit card for the amount he was disputing, minus the cost of the service call which was previously agreed upon
Horrible experience in fall of - even spoke with the owner who was unresponsive to my complaints Unprofessional, condescending, and downright disrespectfulHorrible customer services on the phone with receptionistsTold me they would arrive at 3pm and never showed until 6:30pm Forgot the ladder for the chimney sweep - not once but twice in the times they were scheduled to be at my home Did not communicate the issues with the furnace to me unless I askedThe employees were struggling with locating a needed part and had the owner come out to assist When I asked for details on the furnace problems the owner was beyond condescending to me and nasty to his employees in front of me They left garbage in my utility sink Then they had the audacity to put their giant orange stickers on my furnace and fuse box after I had already indicated that I would never be working with them again nor would I recommend them to ANYONE in the future Furthermore, they called this year to "remind" me to schedule a furnace cleaning Never againTo prospective clients, find a more reputable company Definitely do not go with Sparks
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The response from the company is very inaccurate I never said that I might need a chimney sweep I said that we might be in their system, because we had used their services for a new furnace and for a chimney sweep in the past There is no way this could have been confused with my request to have the vent cap replaced I even gave the company the name of the cap and its size so that they could have the replacement when they came Furthermore, there was no inspection of the vent/cap on the first visit, because the worker would not go on the roof given the windy day Yes, you could see that the top of the cap was missing from the ground- something I told them when I first calledThe invoice said they would know more once they got on the roof - which would have been when they came to put on the cap The second visit had a person put on the cap without "checking it out" When he came down I asked him if the missing cap was all that there was for a problem and he said he did not check anything else out because he was simply told to replace the cap He did go back after I showed him that the first person had not gone on the roof to check for any other related problem In short, this was a very disappointing experience I feel I was given very poor service - especially around the cost Regards, [redacted]
Revdex.com spoke with [redacted] today and he stated the following: When our technician was there, he did leave and went and got the part When the technician returned, the customer stated that he no longer wanted it, he found it cheaper somewhere else The labor charge is not only for actually installing the part, but for the services provided and obtaining the part, and is also part of the flat rate quoted and authorized price I advised the consumer that we would have to pay a 25% restocking fee and advised consumer I would only charge the 25% restocking fee, and the consumer continued to curse at me, so I disconnected the call In an emergency situation like this was, we always charge first in case of non-payment once job is completed I have offered on several occasions to refund less the 25% restocking fee and the consumer continues to refuse the offer I have spent money and time on this with the customer's authorization to do so, and he then changed his mind We were already in the process of repairing the furnace and had obtained the part Once the consumer advises his acceptance, the refund will be issued less the 25% restocking fee and service call fee
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowThank you Revdex.com for continuing to work on thisMy response is below “When our technician was there, he did leave and went and got the part When the technician returned, the customer stated that he no longer wanted it, he found it cheaper somewhere else.” First, the technician never left the house to go anywhere The technician was at the house for the entire time during my conversations with him If the tech is claiming that he left, went to the store, and returned, then please provide a copy of the receipt, or some proof from the store he went to, that shows he picked up a part and then had to return it Again, if he is claiming he left the house only to return and I had a change of heart; that is not the truth “The labor charge is not only for actually installing the part, but for the services provided and obtaining the part, and is also part of the flat rate quoted and authorized price I advised the consumer that we would have to pay a 25% restocking fee and advised consumer I would only charge the 25% restocking fee, and the consumer continued to curse at me, so I disconnected the call In an emergency situation like this was, we always charge first in case of non-payment once job is completed.” It is perfectly understandable that your labor charge covers your costs in obtaining the part, however I will reiterate, the technician never left my mom’s house to go anywhere, and furthermore, at no point did he mention a 25% restocking fee that would be billed The only fee the tech said would be bill [redacted] would be the $service charge Also, at no time did I curse at the technician, unless you consider the phrase “get out of my house” a curse Yes, I was piss [redacted] at the tech for a number of reasons, first for trying to swindle my mother by stating, “ there is no other company that can get this part and get your furnace fixed in hours ”, and secondly he couldn’t explain what the chargers entailed, and kept backpedalling and seemed like he was making it up on the go Yes, it was an emergency situation which Is why I initially gave the authorization to move forward, but within minutes I told I changed my mind and didn’t need his services anymore Again, I am not going to agree to anything without proof Show me the proof that you had to pay a 25% restocking fee to your supplier and I will be more than happy to pay this “I have offered on several occasions to refund less the 25% restocking fee and the consumer continues to refuse the offer I have spent money and time on this with the customer's authorization to do so, and he then changed his mind We were already in the process of repairing the furnace and had obtained the part.Once the consumer advises his acceptance, the refund will be issued less the 25% restocking fee and service call fee.” I have never been contacted by [redacted] , or anyone from his company for that matter, offering a resolution to this matter I can provide my phone records that show that I have never received a phone call from him or his company The last communication through theRevdex.com he did not offer a resolution Per your technician, the time you spent at my mom’s house assessing the problem with the furnace would be covered by the service call charge, which I’m willing to pay As he did not leave the house to go get a part from your supplier, which would then cause a restocking fee to be incurred, I will not pay for this The only resolution I will accept is for what I’m responsible for, which is the service charge, nothing else If your technician incurred a charge on that day with your supplier, it was not because of the service call at my mom’s house We were already in the process of repairing the furnace and had obtained the part The only time your technician looked at my furnace was to do the initial assessment He did not do anything else If this statement is really true, then your technician should be able to tell you what the problem was with the furnace I’m certain you guys do a lot of furnace repairs, and see a lot of unusual things, but the problem with my mom’s furnace was very unique and this would have stuck in his mind And, he wouldn’t have had to dismantle the furnace to find the problem either Regards, [redacted]
Mr [redacted] had contacted out office in regards to his chimney needed to be inspected as well as a new capHe stated that he was unsure if he needed a chimney sweep or just the inspectioncost of the sweep is and the cost of a chimney service call is He agreed to get the inspection doneWhile there our technicians informed him that he needed a new cap as well as pointing out things that needed to be fixedThe crown was cracked and the flashing was needed sealed, this is all marked down on his invoiceThe cost of a new cap was quoted to him and he agreed to purchase, since he was a great customer and purchased a cap from us we decided to lower the cost of their service call to instead of the We ordered the cap and in days we were back to install it for himThe total that he paid was ( including tax)
We have been dealing with Sparks Monroe for years and are extremely pleased with the quality of their work and the knowledge, courtesy, and friendliness of their staff They have kept our equipment running efficiently and have performed repairs as well as installing new equipment when needed at a reasonable price Their communication is excellent and they do what they say
The reason for the $charge is because the repair to her unit was $plus the $service call feeThe service Manager waived this fee as a convenience to the customerThe Furnace failed due to lack of maintenanceWe have mailed out the certified bank check as of August 9th (please see attached copy of the check) The office manager mailed it to her address at [redacted] on this dateWe verified from the credit card company that we did receive funds for that transaction, at that time we did issue the $check to herShe should have received this by now
I used [redacted] to have my chimney cleaned I was told the tech would come between 8-on 11/When I called, the woman stated I was the first appointment and the tech would be out shortly I called at 8: If they are not sending their techs out until 8:for 9:service calls, they should let the customer know When I called back again to state that I was needing to leaving for an appointment, the receptionist was not very concerned Very poor customer service!!! The tech did arrive at 8:and was done within minutes
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear belowRevdex.com spoke to consumer and the following was relayed: The company did offer to refund the $or return and replace the part for another service chargeThe part they say was from their supplier was corroded and was not newI had to pay a second company the full amount because of what this business failed to do Regards, [redacted]
Sparks Monroe received Pictures of the repair on [redacted] *** from Mr [redacted] on 1/18/Mr [redacted] and the office discussed that we would return to skim coat his chimney from the roofline to the bricksThis repair needs to be completed in dry, warmer weatherHe agreed this would be fineWe do not have a tentative date yet as we are playing phone tag, once we are able to connect we will get him our on calendar to get this completed for the customerAll our appointments are scheduled Monday- Friday in blocks, either the AM block from 8-12p or the PM block from 12-5pmI have also emailed the customer on 1/29/stating this as well
To Whom It May Concern: I have thoroughly reviewed the complaint and all supporting documentation by [redacted] I have also reviewed our business records regarding the property at [redacted] *** First, the only service that we have ever performed at that address was on January 27, That service was a furnace maintenance that was paid for with a [redacted] Voucher with a purchase price of $for a value of $worth of service There was repairs recommended at that timeThe consumer declined to perform the recommended repairs Upon reviewing our email records and our telephone records we received a telephone call on Sunday, February 15, at 7:20am This call was dispatched to our on-call service technician whose name is *** He retrieved this call from our answering service at 7:28am The consumer called our answering service again at 7:34am on Sunday, February 15, stating please call again and left an alternate phone number We do have audio recordings of these calls Stating "please call again" shows that there was a previous call by us On February 16, we received another phone call at our office asking for clarification as to the handwritten notes from the work order for maintenance done on January 27, At 3:17pm our office responded with a typed clarification as to the handwritten notes to the maintenance performed on January 27, via email We did not receive any further correspondence from the consumer until February 19, at 1:18pm where she forwarded an email to us from her tenant and I cannot state whether or not we responded to this for sure as email is not one of the mechanisms we use to dispatch service calls After searching through all of my records, I do not find any other correspondence between the consumer and our company I do see plenty of correspondence between the consumer and her tenant In the correspondence with her tenant she asks her tenant "Do you want me to come over to do this? Or do you guys want to check it out, which may be faster? Lmk Sparks Monroe is on a long wait time to get there This email was at 8:00am on Febrary 15, about minutes after our technician called the consumer She also states that she tried to use a coupon for service and was unable to do so Our technician David was under the impression that the consumer wanted to use a [redacted] Voucher maintenance coupon for a Sunday service call, not a 50% off service call coupon We apologize for any confusion on that Additionally, after reviewing the complaint details, I have done more research into this particular address and consumer within our industry What I have found out leads me to believe the following: the furnace was purchased and installed by a different contractor which would be [redacted] ; there was an extended warranty sold to the consumer at the time the furnace was purchased Why the consumer chose to call us rather than the contractor who installed and held the warranty on the furnace I have no idea Additionally, I spoke to the owner of [redacted] on March 17, and he informed me that he did, indeed, go to this property and performed a service call and repair on the equipment He was able to get the parts covered under warranty and did charge the consumer for labor to replace to the parts Additionally the owner of United stated that he never made any statements whatsoever about maintenance being performed properly or improperly In reviewing the totality of these circumstances, it is my belief that the only possible mistake that my company or its employees may have made was a misunderstanding in which coupon the consumer was attempting to use on a Sunday morning service call For this I do apologize Additionally, it is obvious that the consumer is not happy with the maintenance that we performed on January 27, We do not want customers who are not happy with our services Therefore, if this consumer chooses to ask [redacted] for a refund for her purchase price we would not oppose that However, we cannot refund her as she did not spend any money with us directly We would also kindly suggest that if she has a contractor who has performed good work for her and who she is happy with that she continue to use that contractor I sincerely hope that this resolves the consumers complaint and closes this file and allows the consumer to not have to take any more time out of her busy life or require us to take any more time out of ours Sincerely, Darren S
Sparks Monroe installed an 80% [redacted] for [redacted] *** [redacted] on March 2nd This was done as an emergency service call because the customers Furnace had died(Attached is copy of all invoices and contracts)As per the contract the furnace was installed to existing ductwork, gas, electric, venting, and thermostatIt was discussed with Mr[redacted] at the time of the install that the chimney was not up to code and would need addressingCustomer declined at that time and just wanted to furnace installedOn August 2nd The customer called Sparks Monroe and spoke with the office manager regarding his venting issue, this was after [redacted] had come out been to his houseSparks Monroe had left a quote for a chimney liner for him when the furnace was installedSparks Monroe agreed to come out and take a look at his furnace and venting for him so that we could address his concern with the ventingAn Appointment was scheduled for August 16th from 12-5pm (window block of time with a half hour heads up call to the customer letting him know we were on our way)Sparks Office Manager called Mr[redacted] on August 16th @ 845am to inform him we were swamped with service calls and would not be able to make it out in the afternoon, a voicemail was left at that time, and asked he give us a call back to reschedule the apptMr [redacted] called at 1245pm and was not happy that we were not there yetHe stated he made an appt at 12pm and no one had called or showed to his home on ** [redacted] **I explained that we never make exact time appts only do our scheduling in block appts from 8-12pm or 12-5pm with a call when we are on our wayAt that time I let the customer know that we had left him a message that Am at 845am letting him know we wouldn't be able to make it out todayHe then insisted that we come out today and today only because he was leaving for New Jersey that day, and if we did not show up that day then he would be in contact with his lawyerThe customer was very abusive and began using extremely profane languageThe office Manager offered the next available appointment for service but the customer refused and hung up the phoneThe next day August 17th Sparks Office Manager called Mr [redacted] and was able to schedule him an appointment for August 26th from 12-5pm, this is when he stated he would be back from NJWhen our technicians arrived on 8/26/at 4:22pm Mr [redacted] would not let our technicians inside his home to inspectOur Techs briefly talked to the customer about his furnace install and contract and again offered options for this to resolve this issue with him chimney, just as we had done back in March Each option and suggestion that was offered was immediately declined and refusedAt this point the Customer, Mr[redacted] asked us to leave his property and refused to sign the invoice from this service appointment Attached you will find all invoices and contracts from when we were out for service at [redacted]
This company should not be allowed to be in business! I had an emergency heating problem .My furnace died in the extreme cold weatherThey promised service asap as they had to overnight parts( which I also paid the fee for)I signed a contract on a Wednesday and tried to call all day Saturday as I hadn't heard from anyoneAfter checking around on line and other heating companies I realized I was charged at least $more than I should have been chargedI believe they took advantage of me and my crisis situation They finally did the job days after signing contractI asked for some refund off the price, they said they were justified to charge the price they didI feel that I was scammed.!
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. Sparks Monroe has yet again used unethical and deceptive practices.There were total scheduled attempts to come and review the issues with the work done by Sparks Monroe, not I have the phone logs and days off from work to prove itAlso each one of these scheduled appointments did not have a service fee associated with or agreed toSo the final scheduled appointment that we did not approve was because fewer than minutes before the serviceman was supposed to be at our house, we received a phone call stating that if we didn't give our credit card for a service fee, nobody would be comingAt this time I asked why we weren't charged for the previous missed appointmentsThe representative said that she did not have an answer for me When asked to speak with her manager, she would not allow me to, nor tell me his or her name.
I'm assuming that this "Service Fee" was invented because of the arguments with my wife over scheduling, which only occurred because the representative threatened that Sparks Monroe would never come to finish our job--yet they took our moneyI should have read the other complaints about scheduling issues and rude unprofessional customer service before picking this company.
Other customers within the last few weeks: (google.com reviews)
I am only giving them one star to be able to publish this postThey never actually showed to my house after setting appointmentsI waited weeks for the initial appointment and they didn't showI called to find out what happened (they had no apology or explanation) and to rescheduleThey offered to come out the next weekI waited another hours, for a no showCalled again and they offered to come out todayI am still waitingThis is the worst company I have ever worked withTheir customer service reps were rude and actually hung up on me when I calledI would never, ever recommend them to anyoneEXTREMELY POOR CUSTOMER SERVICEI scheduled an appointment for a furnace maintenance check for which I had a $voucherOn the day of the appointment, I called the company to let them know that a family member would be home instead of meThe woman I spoke with insisted that I was not scheduled for an appointmentAfter a lengthy conversation, she finally remembered our conversation when I set up the appointmentHer story then changed to "they had a lot of emergencies and had to cancel or reschedule a lot of appointments"No idea why I wasn't notifiedIn anycase, I asked about rescheduling as quickly as possibleAnswer : it will cost me a service fee of $and no, they will not honor the $voucherI decided it was not worth it to deal with this company since I'm already having a problem with their integrity and reliabilityI don't want to take the chance of having them work on anything in my houseI called another companyand am all set!
Purchased an amazon local certificateDespite calling twice to schedule they finally set a date then did not showI called to ask if they ran into trouble and needed to cancel but they told me I was not on the scheduleHow unprofessionalAfter paying for an Amazon Local deal for a chimney sweep I figured it would be a quick and easy appointmentI called and they were very nice and scheduled me for the Monday morning block (8am-12pm) and they would call me mins ahead when they are on their wayI asked my boyfriend on his day off of work to stay home and make sure to be there for this appointmentI ended up calling on my lunch break at 12:asking why I never heard and why no one showed upThere was supposedly A LOT of emergency heating problems so they apologized and scheduled the appointment for the next MondayI understand things happen so I was not upset about this and rescheduledYesterday was my second scheduled appointment for the afternoon 12-and again I hear nothing until 4:The lady on the phone told me that unfortunately they had an emergency with a little old couple and their heat and had to cancel my appointmentCANCEL?? A half hour before the time block is over anyway? and a half hours in a time block and you couldn't call me and tell me that we had to reschedule for a 3rd time and I could let my boyfriend leave the house? Then they said we can schedule again but it would be more than a month outI called Amazon and they were awesome and apologized and said they would let their business director know that this company is very hard to work withI got a full refundThank goodness!
I called three time to attempt to schedule an appointmentWas promised two return calls that did not happenI finally got an appointment scheduled and was given a window for arrivalI left work and there was a no call, no show, for that appointmentI am not sure why I have to work so hard to give them my businessDo not feel like a valued customer at allAt this point, we want a full refund*** ***
They had some issues replacing my furnace getting the right unit but they made it right and I could not be happier would recommend this company to anyone at any point in time they are willing to put you on a payment plan as long as you come up with half of the down payment where as other company's want the full payment ! Thank you again for your service
On Thursday 6/11, my door bell rang and I immediately went to the door to find a young, untidy, service man PEERNG into the sidelights of the front doorHe had rung the door bell only ONCEThrough the glass, I asked him what he wanted as we had not called Sparks Heating and ChimneyIf the service man was educated in proper chimney construction, when he drove into the driveway, he may have noticed that both of our fireplaces have caps on them as we have gas insertsHe said he was here to clean our chimneysI said he had the incorrect address and he proceeded to tell me our address was the one he hadI told him that we had gas inserts, and had to say it TWICE, before he said, "oh, okay"He finally leftI called Sparks to tell them that they had sent the service man to the wrong address and I definitely DID NOT feel comfortable with someone PEERING into my sidelights A very rude woman proceeded to tell me that that was the address that was givenI said "no, you are mistaken...we have gas inserts and I am the home owner...I would know if we called a company for something"She again said I must be mistakenI said "no, I think you are mistaken...we have gas inserts and no one called your company"I asked if Sparks calls the customer the day before or same day to confirm the appointment She said they hadI said "no one called here yesterday, no have the wrong number." I told her I almost called the police as the fact that someone who was untidy was PEERING into my house frightened meShe was very curt and very unapologeticBASED ON HER CUSTOMER SERVICE, OR LACK OF IT, I WOULD NEVER RECOMMEND THIS BUSINESS