Roberts Heating and Air

Complaint: [redacted] I am rejecting this response because: An installment plan wasn't a part of the original agreement When can we expect the full amount to satisfy this complaint? A check for $was received on 5/11/ Regards, [redacted] ***

Revdex.com:We left Mr [redacted] a message that we will replace his [redacted] Water Heater with a [redacted] as he requestedWe have not heard back from himAs soon as we do, we will schedule a time to replace his water heater.I have decided NOT to participate in Binding Arbitration to resolve my complaint with ID [redacted] I understand that because I have decided to not pursue arbitration that Revdex.com must close my complaintI have decided to pursue legally or via other avenuesRegards,

As we continue to debate an issue that is ‘brand’ related only, we begin with the defense that our company installed the water heater timely and within code and financially reasonable (in our opinion)The client approved the cost before the water heater was installed.This client has returned 100% of his monetary compensation towards services rendered with only the argument that the brand is not what he wished for In his continued defamation, he alleges poor workmanship, timeliness, excessive fees and the likeWe adamantly deny all of the above.We performed the work, he has a unit that is 100% free to him but he continues to argue and defame our company via the Revdex.com.We have offered to install the brand of his choice (after the fact of install) and the client denied We have made other offers to satisfy this client’s needs with continued denial.The client demands fees to be reasonable – we ask, based on whose definition? We are no longer interested in asking for a negotiation.We are requesting that he pay us for services rendered on a unit (brand known and authorized prior to installation) in the amount of $1,and we separate communications amicably This is the final offer to make amends to this issueIf this offer and any further continue to be challenged, we will go back to the original amount(s) owed for $2,and pursue collection services within our rights

We apologize for not getting this issue resolved in a more expeditious or professional mannerWe scheduled an appointment with [redacted] for 5/15/to get a technician out there to get this taken care of and today are mailing a check in the amount of $as a full refund

I have emailed a copy of the original estimate along with the invoices show the breakdown of each task and the cost for each to Ms [redacted] .We feel that since Ms [redacted] approved the estimate and invoice to do the air duct cleaning, dryer vent cleaning and the new filter rack which we did, that these costs should not be included in her disputeThe work was done to her satisfaction and I have included the invoices showing her signatureThese items have nothing to do with the performance of her furnace.Our technician diagnosed her furnace and I have attached the description of work showing his diagnosisWe would be very interested to see what the other two companies diagnosis's were as we believe our technician did do due diligence in servicing this client

Our attorney called yesterday to advise that [redacted] Electric has settled with us for $1,We are cutting them a cashier's check [redacted] will write off the balance

We have been in contact with Mrs [redacted] and would sincerely like to resolve this issue as soon as possibleThe [redacted] ’s have been very good clients of ours and we would like to maintain that relationshipWe value our Revdex.com rating and our clients and want to reach an amicable agreementWe have reviewed the job with our Comfort Advisor, have researched the job folder, our computer records and phone calls and could not find where it was stated that the electrical was included in the bidWe sent out an electrician from [redacted] , which is a sister company and partially owned by the same owner as Roberts Heating & Air to give a bid for the electrical workThe [redacted] ’s declined this work and proceeded to get their own electricianWe were very surprised to receive a bill from [redacted] Electric for services provided to the [redacted] ’sWe were not aware this work had been perfomed and were unsure why we were receiving a bill for work we never authorizedWe feel that we should not be solely responsible for an invoice for work we didn’t perform or were even aware ofWe definitely would agree to pay a portion of this invoice but we need to be able to reach an amicable resolutionUnfortunately, Mrs [redacted] has threatened to take legal action so we were forced to forward this issue to our attorney as wellWe would very much like to reach a reasonable settlement regarding the electrical work and look forward to being able to close this dispute soon

We have refunded Ms [redacted] $back onto her credit card this morningIt may take a day for it to clear and show up in her credit card accountWe sincerely apologize to Ms [redacted] that we were unable to meet her expectations

We are very happy that the A/C unit correction is complete As for the Manufacture rebates offered in the amount of $1150.00, we will be issuing payments over the next weeks to meet the expectation of the client These payments will be made by cashiers check and mailed to the client via certified mailThe first payment will be issued this week We are happy to resolve this client concern and fulfill the promise from our company and the manufacturer made to the clientThank you

We are very happy that the A/C unit correction is complete As for the Manufacture rebates offered in the amount of $1150.00, we will be issuing payments over the next weeks to meet the expectation of the client These payments will be made by cashiers check and mailed to the client via certified mailThe first payment will be issued this week We are happy to resolve this client concern and fulfill the promise from our company and the manufacturer made to the clientThank you

[redacted] Hi ***,I miscalculated- we don't want the warrantyAll that we want to resolve this is:1- removal of previous water heater they installed and installation of [redacted] Water Heater mentioned above2- Charge us $for labor ==> + = $1,Therefore given that we have the amount previously paid to Roberts Heating and Air in our account we would expect a total compensation to Roberts Heating and Air of not more than approximately $1,Again they need to itemize this expense, create a contract, indicate which "***" Water Heater they would install, remove the [redacted] Water Heater they did install, and indicate in contract when the installation would take place with signatures from people in the company that have this authority.Sorry for the miscalculation***,c: [redacted] Hello ***,My wife just now got off the phone with *** [redacted] contacted Roberts Heating and Air and warned them that they needed to respond by such and such dateRobert's Heating and Air did not respond to this [redacted] investigative query regarding this caseThis morning a [redacted] representative for this process indicated to my wife that they were surprised that Roberts Heating and Air did not respond as usually a business will respond to these kinds of queries.The result was that the moneys were taken out of Roberts Heating and Air's account and we were credited with this amount: $2,I am fairly sure that when Roberts Heating and Air discovered this, they called my wife last Thursday to offer installation of a [redacted] Water Heater without mentioning any of the conditions I wrote in a previous emailIt is now up to Robert's Heating and Air how they want to respondI listed the conditions in previous email regarding what we wanted or expected going forward.We are not trying to punish this company and we don't want this to get any more negative then it already hasWe just want to be fair to us and to Roberts Heating and Air.thank you, [redacted] Hello ***,On January 11, Roberts Heating and Air left a voicemail with my wife indicating they would replace the [redacted] Water Heater with a “***”The next day, January I called Rob H [redacted] the “supervisor” at Roberts Heating and Air and asked what this meantHe provided no indication of which “***” water heater, no time slot when they could install it and basically just sat quiet on the phone He just indicated he had to talk to his superiors about settling this account by reimbursing us $1,and installing a Rhem Water Heater.I emailed you on January to let you know that in addition to the [redacted] water heater we wanted to be reimbursed at least $1,I indicated the calculation on my part and how we came to $1,for reimbursement as follows:1- a middle of the Range “***” Water Heater retails at [redacted] for $I don’t really know whether it is equivalent to the [redacted] we had replaced.2- The “warranty” that Roberts Heating and Air supplied was $and was for yearsWe don’t want nor need this warranty because “***” provides warranties on all of their water heatersAlso besides the fact that Roberts Heating and Air needs to replace the current [redacted] Water Heater that they installed, I would not feel comfortable at all having this company respond to any problems that a water heater might need going forward.Now $+ $= $If you include $for the labor this brings the total we would owe Roberts Heating and Air to $1,Rounding up to $2,and subtracting from 3,(rounded up from the price we paid at $2,966.00) you are left with $1,Therefore reimbursement plus installation of the SAME water heater quoted above would indicate Roberts Heating and Air receives $for the labor of installing the water heater- This seems more than fair to me and really we would have balked at them charging us $for labor in the beginning if they had listed ANYTHING on their invoice that included this labor charge.So the conditions of our accepting a reinstall of a “***” water heater are:1- create an invoice indicating the model of the [redacted] water adding the charge for labor of approximately $800.002- create a contract indicating when Roberts Heating and Air will be able to install and remove water heaters.3- reimburse our account with $1000.00Finally this offer to consolidate between us and Roberts Heating And Air is contingent on a person signing this contract that has the authority to make this happenAlso, I believe this is fair specially with the news yesterday that our Credit Card company, [redacted] removed the funds from Roberts Heating and Air account and therefore we have these funds in our account now $2,Therefore we recognize that Roberts Heating And Air deserves to be now reimbursed for any work going forwardI don’t want to speculate why Roberts Heating And Air failed to provide sufficient evidence to our Credit Card company to keep the funds in their account.Suffice it to say that we provided the same information to [redacted] as we did for Revdex.com of Northern Colorado and I have indicated in prior emails that this was a possibility when we contacted [redacted] to hold the funds the Next day after Roberts Heating and Air installed the wrong water heater at such an amazingly inflated price.Thank you, [redacted] Hello ***,We did receive a call from Roberts Heating and Air offering to install a [redacted] Water Heater and replace the one that they installed the first timeNothing else was mentioned on the voice messageNo indication of reimbursement, warranty, brand of ***, etc.I just got off the phone with "Rob" from Roberts Heating and Air and he informed me they did not plan to reimburse us at all for the close to $3,that we paid for the previous [redacted] Water HeaterI mentioned to "Rob" that we want at least $1,reimbursed.This is how it breaks down:1- We don't want their "warranty" as I don't plan on using any such thing in the future with this company- that cost approximately $496.00- 2- We believe that $2,for installing a "***" water heater that lists at [redacted] from $to $1,and then another wopping $for the labor is really the most that we can doA middle of the road water heater , " [redacted] Gal" is in the middle of the range for water heaters and this costs approximately $at [redacted] ***This is also approximately equivalent to what we had beforeThe total for these items is $1,Subtracting this from $2,(which is what we were charged) leaves $1,If now we were reimbursed $1,000.00, this would leave $for the labor and for simply installing this water heaterI believe that is more than fair.IF Roberts Heating and Air will install exactly a new " [redacted] Gal" and reimburse us $I would consider that fairIf they drag their feet as I have seen by reading some of their reviews, I would be concerned that they promise something without following thru therefore I would like some kind of "Invoice" with "Contract" indicating that they will accomplish this work.Rob is going to talk to his superiors and get back to me regarding this, but I wanted to give you a heads up and let you know this is still not resolved and what I believe is fair market value if they had installed the correct water heater in the first place and did not overcharge us by over $1,for something not even listed on the Invoice.thanks, [redacted]

On 09/03/2014, a furnace maintenance was performed on an approximately year old furnace [redacted] went out to do a maintenance on the unit and found that unit was working but was very old and that the cost of fixing different parts of the furnace would be slightly less expensive than replacement No paperwork what so ever indicates that Wes stated that there were failures in the heat exchanger He gave Straight Forward Pricing on replacement options and the client accepted and signed the paperwork and gave payment information to [redacted] at that time Two days later on 09/05/2014, our technicians went out on site to start the tear out the existing unit so that on 09/06/the new unit could be installed At that time the client decided not to go forward with the install [redacted] , Robert’s Operations Manager, was in contact with the client and stated that our company had performed work and spent time and money on the job for the client [redacted] stated that he would have to speak with the owners to confirm any refund and that it might not be the full amount because work was performed and authorization has occurred After reviewing all of the work and speaking with the appropriate individuals, Roberts Heating and Air refunded the full amount of $and did not charge anything to the client The original charge to the card was processed on 09/04/at 4:15PM and was batched with next day funding Bank records indicate that no money was received from [redacted] until 09/05/which is after work had started The client was in contact with [redacted] several times between 09/03/and 09/06/with relation to equipment options, pricing and timelines We also followed the clients request and reinstalled their old furnace A second opinion is always encouraged to our clients, however, a second opinion does not necessarily mean that the opinion given by Roberts Heating and Air is incorrect It is unfortunate that this client experience turned out in this way As to date all money has been received by the client and was refunded on 09/11/business days from the client’s concern

We fail to understand how the attached documentation ieInvoice and estimate which was presented to the client in advance of any work performed and was authorized by the client and subsequently paid for by the client results in a dissatisfied request for a breakdown of charges.We will however break it out in this reply in addition to the invoicing and estimates they already receivedWhich were presented in advance and copies sent immediately upon completion of serviceThese list of charges were presented and approved in advance of any work being performedAll of the prices were disclosed specifically and signed off on in advance.We are attaching the options that were given and you will see that they authorized the 2nd option with their signature.We will be happy to refund the year Total Care Club Membership of $once this issue has been resolved with the Revdex.com

Complaint: [redacted] I am rejecting this response because: The original repair invoices were sent with my January 9, letter I will forward the estimate for the broken water lines this week Please note the boiler drains in this estimate are being added at our request I was never contacted by anyone from Roberts Heating and Air following the original complaint nor in the summer when we had problems with our [redacted] unit I do not trust any work they would do given what's happened in the past so I do feel they should pay for the work from another company I am certainly willing to negotiate the repair costs, along with the refund for the maintenance contract Regards, [redacted] ***

[redacted] [redacted] I was able to open the message today! I need to point out that I was never given an estimate by Roberts Heating and Air regarding repairs They claim they provided this estimate on 11/11/and on that day, I was at a meeting in Denver The service technician talked to [redacted] on this date and said he did not know what was wrong with the unit and would get back to us His initial reaction was that a new [redacted] unit would possibly be needed It is also significant to note that Roberts’ claimed to have faxed an estimate in May to fix the [redacted] unit As noted in my original complaint, the estimate was never received and they called back approximately months later to check on the unit It is very disconcerting that this business appears to be falsifying information.Thank you[redacted] of [redacted] County42nd StreetEvans, CO 80620970-506-9550“Bringing Pets and People Together in Our Community”e***@***countyhumane.orgwww.***countyhumane.org

Complaint: [redacted] I am rejecting this response because: I still am not getting what I need and paid forHere is the text of the email I sent back to Cindy W***: Thank you for the invoiceThis is what I needed However, with the sign-offs, we appear to be no further than where we started some months ago The only sign-off that is acceptable to [redacted] County is the one for plumbing MrL [redacted] does NOT show up as a licensed mechanical (heat/HVAC) contractor in [redacted] County The letter from your electrician in not even on the proper form, and his comments about not being able to see the installations is due to the delay on the company’s part to get some there to inspectI had informed your company about the timeline, but that didn’t seem to matter Even after setting a time which was after reconstruction was to begin, it was delayed again! Further, you did not use the required form for the electrician, nor is it notarized At this point, we need to bring this to a conclusion I propose that you refund my fee of $for the preventative maintenance plan (that I never received any info on) and I will use that money to get contractors myself as it seems that it is unlikely that your company can accomplish the tasksI just wish your company was upfront about your capabilities at the beginning so that we did not have to endure this mess Regards, [redacted]

Ms [redacted] was given a full refund on 10/05/in the amount of $We apologize that this refund wasn't processed in a more timely manner

After reviewing Mr [redacted] 's response to our original reply, we spoke again to the service technician to confirm what occurred in the delivery of the water heater serviceThe technician recalls that Mr [redacted] was present and fully engaged in all aspects of the evaluation, disconnection of the old water heater, transportation, unpacking and installation of the new oneHe stated that Mr [redacted] observed the unit and knew that it was not a *** It is our conclusion that Mr [redacted] experienced doubt after doing reviews online the next morning but was aware of every step and in agreement with each stepIt appears that the data he found in the reviews made him concerned about the [redacted] water heater which we stand behind as a comparable unitAdditionally, the next day Mr [redacted] called our office stating that the reviews he found of the [redacted] water heater made him want to have it taken out and a [redacted] installedHe did not once claim that he was unaware of the pricing or the original brand, nor state that anything was wrong with the pricingThese issues were expressed only after we declined to provide a new water heater based upon the fears created by the reviews he foundThe technician did state that all of his dealings were with Mr [redacted] until the time of payment for the serviceAt that time Mrand Ms [redacted] displayed some disagreement between themselves in front of him but provided payment without dispute to himBecause of these facts we find the complaints being made to the Revdex.com to be without credibility

We are mailing a check out today for the remaining balance

Complaint: [redacted] I am rejecting this response because: These people were hired through [redacted] to take out the old toilet, tear out the tile, replace the subfloor, replace the tile, and reset the new toilet that I provided This is documented on the [redacted] request for serviceThe person who called from the company assured me that they could do the entire job and also told me that she would waive the $assessment fee since I had gone through [redacted] She set an appointment for 8:30-11:on ThursdayThe technician showed up at 3:30, and was unprepared to do the jobShe said a second technician would come out Friday to do the jobA technician did show up on Friday at the given time, took out the old toilet, tore out the tile, replaced the subfloor and the flange, and leftHe spent hours doing this work, which I also have documentation of his arrival and departure timesNo call from the company on when they would finish the jobThis is a home with one toilet so I was forced to finish the job of replacing the tile and resetting the new toilet, which I did on SatOn Monday, I got a call from the original technician who said she could come and reset the toilet and collect the full feeI told her the job was completed and when I got an itemized statement of work completed, I would gladly pay the work completedThe hours of work done was quality workI then got the following threatening email accusing me of fraud from the companyAwfully funny since the company is so fraudulent as evidenced on the Revdex.com website of complaints where they lost their accreditation from Revdex.com.Rob H [redacted] [redacted] Nov at 8:AMTo [redacted] Message bodySirThis email is being sent , after your refusal to speak to myself about the outstanding balance, of your contract with Benjamin Franklin,.I have to wonder why you would rather have me move foward with a lean on the property?We acted in good faith, completed the floor repair, at the agreed upon amount, as evident by the signatures received on Wednesday, and on Friday, And the five star review left on Saturday.I strongly encourage you to speak with me today, or I will be forced to use the legal means available when somone commits fraud.I can be reached at the office,Rob H [redacted] Master Plumberservice manage Once again, when I get an Itemized Statement of services completed and cost of parts used I will happily pay the bill.This is what I need to resolve this through the Revdex.com.1-An itemized statement of labor and parts to do the hours of work completed.2-Removal of the original $charge on my credit card3-I will immediately pay the actual work done and will expect a receipt that reflects payment in full for this job.However, if the itemized statement is not received in my email by 5:PM on Monday, November 27, 2017, my next steps will be to finish my [redacted] complaint against this company, and call either [redacted] or [redacted] in [redacted] to see which station would like to investigate this company so that the Loveland, FtCollins, Greeley area is aware of the complaints on the Revdex.com website