Initial Business Response /* (1000, 6, 2016/01/06) */
Contact Name and Title: Clifford [redacted], Pres.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cliffsheating.com
Cliff's Heating is in approximately 5000 homes per year and does not have business practices of lies or deceit to customers. ...
[redacted] did accept our proposal on 11/20/2015 for a furnace, air conditioner, coil, and thermostat,with 10 year parts and labor. The equipment was installed on 12/3/2015 and was paid in full on 12/3/2015. [redacted] had water leaking from his humidifier on 12/21/2015, of which Cliff's did not install. Cliff's sent a service tech. out on 12/21/2015 to look at the water leak coming from the humidifier. Upon arrival, the service tech noted Cliff's did not install the humidifier and the humidifier was the customers existing humidifier. After diagnosing the water leak, the humidifier was not installed properly by others and was installed without a bypass damper. [redacted] agreed to take care of the damper himself. Cliff's did not charge [redacted] for this service call even though it was not our equipment or had anything to do with our equipment installation. Later in the day on 12/22/2015, [redacted] called our office and requested to talk to the service tech that was out to his home. The service tech was busy in the field running other service calls at the time. [redacted] called again at 4PM in which he requested to talk to Cliff. Cliff was not available at the time, but he did make a return phone call to [redacted] when he was free. [redacted] did not answer, so Cliff left him a message. On 12/23/2015 [redacted] called Cliff back and talked to him. [redacted]'s complaint was in regards to a hole/gap in the return air drop. As the conversation went on, [redacted] requested the return air drop be changed to a larger size. Cliff's response was a new return air drop was not quoted on the proposal and a typical return air drop costs about $250.00. In response to [redacted]'s request, Cliff said he would need a sheet metal technician to make those changes. With Christmas and the New Year, Cliff's first opening for a sheet metal technician was Jan. 7th. Cliff informed [redacted], Cliff's sheet metal technician will be out on Jan. 7th to rectify whatever hole/gap in the return air drop with a new return air drop. In turn, this complaint is null and void, and should not be counted against [redacted]'s for any deception or lies. [redacted] states in his complaint he has memory problems at times due to lower back pain and the pills he takes. [redacted]'s did not lie, deceit, or take any customer. This complaint was filed before [redacted]'s return date of Jan. 7th, and therefore needs to be voided from our record.
OFFER:
As agreed on 12/23/15 between Cliff and [redacted], Cliff's will be out on January 7th to rectify any holes/gap/return air drop. This date has not happened as of yet!
Initial Consumer Rebuttal /* (3000, 11, 2016/01/08) */
just read notes from cliffs on 1-6-16. when he was here on 11-19-15 he was sitting at my kitchen table and we were discussing the different types of systems available. told him my issues with cooling my upstairs bedrooms and I wanted and energy efficient system. he told me the system he wanted to install and he said then that my cold air return was to small for the system he wants to install. that it needs to be larger for it to work properly due to the volume of air its needs to be efficient. he said the 8 x 24 was to small and it needs to be at least 10 x 24 for it to be efficient. I told him I would change it to 10 x 24 before he comes here to install the furnace and he told me no that he would have his installer change it when the furnace was installed and I said ok. many days later after talking to him I asked him why didn't he replace the cold air return to the larger size and he said I never quoted you for that and I knew since he did not have it on his receipt I was in trouble.
I WAS BROUGHT UP WHEN YOU TELL SOMEONE YOUR GOING TO DO IT, YOU DO IT, ITS A VERBAL CONTRACT.
so people make sure you get it in writing from him and do not go off a verbal contract from him.
the day of 11-19-15 I was discussing my options of the proposals from other company's and I decided to takes cliffs proposal due to he was going to install a larger cold air return and I felt he was honest and true. he is a smooth talker and I feel I was taken because I did not get it in writing.
PEOPLE MAKE SURE IT IS WRITTEN DOWN ON PAPER. PROTECT YOURSELF.
this my opinion of how I was treated.
Initial Business Response /* (1000, 6, 2016/01/06) */
Contact Name and Title: Clifford [redacted], Pres.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@cliffsheating.com
Cliff's Heating is in approximately 5000 homes per year and does not have business practices of lies or deceit to customers. ...
[redacted] did accept our proposal on 11/20/2015 for a furnace, air conditioner, coil, and thermostat,with 10 year parts and labor. The equipment was installed on 12/3/2015 and was paid in full on 12/3/2015. [redacted] had water leaking from his humidifier on 12/21/2015, of which Cliff's did not install. Cliff's sent a service tech. out on 12/21/2015 to look at the water leak coming from the humidifier. Upon arrival, the service tech noted Cliff's did not install the humidifier and the humidifier was the customers existing humidifier. After diagnosing the water leak, the humidifier was not installed properly by others and was installed without a bypass damper. [redacted] agreed to take care of the damper himself. Cliff's did not charge [redacted] for this service call even though it was not our equipment or had anything to do with our equipment installation. Later in the day on 12/22/2015, [redacted] called our office and requested to talk to the service tech that was out to his home. The service tech was busy in the field running other service calls at the time. [redacted] called again at 4PM in which he requested to talk to Cliff. Cliff was not available at the time, but he did make a return phone call to [redacted] when he was free. [redacted] did not answer, so Cliff left him a message. On 12/23/2015 [redacted] called Cliff back and talked to him. [redacted]'s complaint was in regards to a hole/gap in the return air drop. As the conversation went on, [redacted] requested the return air drop be changed to a larger size. Cliff's response was a new return air drop was not quoted on the proposal and a typical return air drop costs about $250.00. In response to [redacted]'s request, Cliff said he would need a sheet metal technician to make those changes. With Christmas and the New Year, Cliff's first opening for a sheet metal technician was Jan. 7th. Cliff informed [redacted], Cliff's sheet metal technician will be out on Jan. 7th to rectify whatever hole/gap in the return air drop with a new return air drop. In turn, this complaint is null and void, and should not be counted against [redacted]'s for any deception or lies. [redacted] states in his complaint he has memory problems at times due to lower back pain and the pills he takes. [redacted]'s did not lie, deceit, or take any customer. This complaint was filed before [redacted]'s return date of Jan. 7th, and therefore needs to be voided from our record.
OFFER:
As agreed on 12/23/15 between Cliff and [redacted], Cliff's will be out on January 7th to rectify any holes/gap/return air drop. This date has not happened as of yet!
Initial Consumer Rebuttal /* (3000, 11, 2016/01/08) */
just read notes from cliffs on 1-6-16. when he was here on 11-19-15 he was sitting at my kitchen table and we were discussing the different types of systems available. told him my issues with cooling my upstairs bedrooms and I wanted and energy efficient system. he told me the system he wanted to install and he said then that my cold air return was to small for the system he wants to install. that it needs to be larger for it to work properly due to the volume of air its needs to be efficient. he said the 8 x 24 was to small and it needs to be at least 10 x 24 for it to be efficient. I told him I would change it to 10 x 24 before he comes here to install the furnace and he told me no that he would have his installer change it when the furnace was installed and I said ok. many days later after talking to him I asked him why didn't he replace the cold air return to the larger size and he said I never quoted you for that and I knew since he did not have it on his receipt I was in trouble.
I WAS BROUGHT UP WHEN YOU TELL SOMEONE YOUR GOING TO DO IT, YOU DO IT, ITS A VERBAL CONTRACT.
so people make sure you get it in writing from him and do not go off a verbal contract from him.
the day of 11-19-15 I was discussing my options of the proposals from other company's and I decided to takes cliffs proposal due to he was going to install a larger cold air return and I felt he was honest and true. he is a smooth talker and I feel I was taken because I did not get it in writing.
PEOPLE MAKE SURE IT IS WRITTEN DOWN ON PAPER. PROTECT YOURSELF.
this my opinion of how I was treated.