Roberts Heating and Air

We have refunded $228.00 to Mr. [redacted] - check #1108 dated 2/08/18.

We apologize for not getting this issue resolved in a more expeditious or professional manner. We scheduled an appointment with [redacted] for 5/15/18 to get a technician out there to get this taken care of and today are mailing a check in the amount of $243.00 as a full refund.

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 like. We 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 $1,800.00 and we separate communications amicably.  This is the final offer to make amends to this issue. If this offer and any further continue to be challenged, we will go back to the original amount(s) owed for $2,927.00 and pursue collection services within our rights.

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 dispute. The work was done to her satisfaction and I have included the invoices showing her signature. These 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 diagnosis. We 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.

[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Hi [redacted],I miscalculated- we don't want the warranty. All 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 $800.00 for labor ==> 649.00 + 800.00 = $1,449.00. 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 $1,450.00. Again they need to itemize this expense, create a contract, indicate which "[redacted]" 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. [redacted],c: [redacted]
Hello [redacted],My wife just now got off the phone with [redacted]. [redacted] contacted Roberts Heating and Air and warned them that they needed to respond by such and such date. Robert's Heating and Air did not respond to this [redacted] investigative query regarding this case. This 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: $2,966.00. 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 email. It is now up to Robert's Heating and Air how they want to respond. I 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 has. We just want to be fair to us and to Roberts Heating and Air.thank you,[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Hello [redacted],On January 11, 2017 Roberts Heating and Air left a voicemail with my wife indicating they would replace the [redacted] Water Heater with a “[redacted]”. The next day, January 12 I called Rob H[redacted] the “supervisor” at Roberts Heating and Air and asked what this meant. He provided no indication of which “[redacted]” 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 $1,000.00 and installing a Rhem Water Heater.I emailed you on January 12 to let you know that in addition to the [redacted] water heater we wanted to be reimbursed at least $1,000.00. I indicated the calculation on my part and how we came to $1,000.00 for reimbursement as follows:1- a middle of the Range “[redacted]” Water Heater retails at [redacted] for $649.00. 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 $496.00 and was for 8 years. We don’t want nor need this warranty because “[redacted]” provides warranties on all of their water heaters. Also 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 $649.00 + $496.00 = $1145.00. If you include $800.00 for the labor this brings the total we would owe Roberts Heating and Air to $1,945.00. Rounding up to $2,000.00 and subtracting from 3,000.00 (rounded up from the price we paid at $2,966.00) you are left with $1,000.00. Therefore reimbursement plus installation of the SAME water heater quoted above would indicate Roberts Heating and Air receives $800.00 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 $800.00 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 “[redacted]” 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 happen. Also, 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 $2,966.00 . Therefore we recognize that Roberts Heating And Air deserves  to be now reimbursed for any work going forward. I 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]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
Hello [redacted],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 time. Nothing else was mentioned on the voice message. No indication of reimbursement, warranty, brand of [redacted], 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 $3,000.00 that we paid for the previous [redacted] Water Heater. I mentioned to "Rob" that we want at least $1,000.0 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 $2,000.00 for installing a "[redacted]" water heater that lists at [redacted] from $500.00 to $1,000.00 and then another wopping $821.00 for the labor is really the most that we can do. A middle of the road water heater , "[redacted] 50 Gal" is in the middle of the range for water heaters and this costs approximately $649.00 at [redacted]. This is also approximately equivalent to what we had before. The total for these 2 items is $1,145.00. Subtracting this from $2,966.0 (which is what we were charged) leaves $1,821.00. If now we were reimbursed $1,000.00, this would leave $821.00 for the labor and for simply installing this water heater. I believe that is more than fair.IF Roberts Heating and Air will install exactly a new "[redacted] 50 Gal" and reimburse us $1000.00 I would consider that fair. If 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 $1,000.00 for something not even listed on the Invoice.thanks,[redacted]

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 service. The 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 one. He stated that Mr. [redacted] observed the unit and knew that it was not a [redacted].  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 step. It appears that the data he found in the reviews made him concerned about the [redacted] water heater which we stand behind as a comparable unit. Additionally, 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] installed. He did not once claim that he was unaware of the pricing or the original brand, nor state that anything was wrong with the pricing. These issues were expressed only after we declined to provide a new water heater based upon the fears created by the reviews he found. The technician did state that all of his dealings were with Mr. [redacted] until the time of payment for the service. At that time Mr. and Ms. [redacted] displayed some disagreement between themselves in front of him but provided payment without dispute to him. Because of these facts we find the complaints being made to the Revdex.com to be without credibility.

[redacted]
[redacted]
[redacted]
[redacted]Hi [redacted],I just wanted to let you know that we refunded $299.00,check #[redacted] dated 3/9/18 to [redacted] Gonzalez for the club membership.Thank you.Cindy

Ms. [redacted] was given a full refund on 10/05/2017 in the amount of $5616.00. We apologize that this refund wasn't processed in a more timely manner.

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 service. The person who called from the company assured me that they could do the entire job and also told me that she would waive the $46 assessment fee since I had gone through [redacted].. She set an appointment for 8:30-11:30 on Thursday. The technician showed up at 3:30, and was unprepared to do the job. She said a second technician would come out Friday to do the job. A 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 left. He spent 4 hours doing this work, which I also have documentation of his arrival and departure times. No call from the company on when they would finish the job. This 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 Sat. On Monday, I got a call from the original technician who said she could come and reset the toilet and collect the full fee. I told her the job was completed and when I got an itemized statement of work completed, I would gladly pay the work completed. The 4 hours of work done was quality work. I then got the following threatening email accusing me of fraud from the company. Awfully 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 13 at 8:19 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 4 hours of work completed.2-Removal of the original $2250 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 5:00 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, Ft. Collins, Greeley area is aware of the complaints on the Revdex.com website

We would like some clarification on what Mr. [redacted] has requested. Our records show that they stopped the full amount of their credit card which was $2,966.00 which included the $89.00 dispatch fee. So in reality they did not pay the $90.00 dispatch fee. Are they saying they would pay $50.00 labor to have the water heater removed?

We fail to understand how the attached documentation ie. Invoice 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 received. Which were presented in advance and copies sent immediately upon completion of service. These list of charges were presented and approved in advance of any work being performed. All of the prices were disclosed specifically and signed off on in advance.We are attaching the 3 options that were given and you will see that they authorized the 2nd option with their signature.We will be happy to refund the 1 year Total Care Club Membership of $299.00 once this issue has been resolved with the Revdex.com.

We have been in contact with this client.  The compressor on the new condensor seems to have failed.  Though this is very uncommon we assured the client that we will rectify the issue. We also believe that we could have been more thorough with the install and double check everything...

that was done. We have replaced the full condensor not just the compressor that failed.  We sent our lead installer out to perform all the work and also to make sure that the client was completely satisfied with the end result.  We will continue to make sure that no issues remain and that all questions and concerns are addressed. Thank you,Roberts Heating and Air

Complaint: [redacted]
I am rejecting this response because:While I have paid this bill, the "discount" that they mention in their response is NO discount, it is for a charge they continued to try to receive even though they had not completed the job.  The Invoice they sent me originally charged me 3 times to pull the toilet, which they did once, and twice to replace the toilet....which they did not do at all. Absolute crooks in my opinion.Please contact me if this company ever attempts to get accreditation back with the Revdex.com as this company should NOT be in business with they way they practice. It is a disgrace to [redacted] that [redacted] still allows them to be recommended from their website.  Keep them off of the Revdex.com website.
Regards,
Bradley [redacted]

Our Service Manager,spoke to [redacted] and offered him a [redacted] water heater with no warranty, The client declined.He stated that wasn't good enough and wants the [redacted] water heater plus $1000.00.The client also stopped his credit card payment so he has a water heater we installed that he has not paid for.We will install the [redacted] as he requested but expect to be paid for it.

We are currently reviewing this claim. Our Operations Manager and GM are pulling the [redacted] ticket and reviewing what occurred on this job with the Technician.  We definitely want to provide our clients with the best [redacted] possible.  We will be in contact with the client and the Revdex.com in regards to this concern as soon as possible.  Thank you.

After reviewing all documentation and speaking further with the client Roberts Heating and Air has issued a cashiers check for the client for the full amount of the dispute and has been mailed on 10/10/2014.  The client has been notified of the decision via phone call conversation.  Per the conversation the client was happy with the resolution.

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 3 payments over the next 3 weeks to meet the expectation of the client.  These payments will be made by cashiers check and mailed to the client via certified mail. The 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 client. Thank you.

We have refunded Ms. [redacted] $699.00 back onto her credit card this morning. It may take a day for it to clear and show up in her credit card account. We sincerely apologize to Ms. [redacted] that we were unable to meet her expectations.

We have been in contact with Mrs. [redacted] and would sincerely like to resolve this issue as soon as possible. The [redacted]’s have been very good clients of ours and we would like to maintain that relationship. We value our Revdex.com rating and our clients and want to reach an amicable agreement. We 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 bid. We 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 work. The [redacted]’s declined this work and proceeded to get their own electrician. We were very surprised to receive a bill from [redacted] Electric for services provided to the [redacted]’s. We were not aware this work had been perfomed and were unsure why we were receiving a bill for work we never authorized. We feel that we should not be solely responsible for an invoice for work we didn’t perform or were even aware of. We definitely would agree to pay a portion of this invoice but we need to be able to reach an amicable resolution. Unfortunately, Mrs. [redacted] has threatened to take legal action so we were forced to forward this issue to our attorney as well. We would very much like to reach a reasonable settlement regarding the electrical work and look forward to being able to close this dispute soon.

Our attorney called yesterday to advise that [redacted] Electric has settled with us for $1,800.00. We are cutting them a cashier's check. [redacted] will write off the balance.