Roth Zachry Heating Inc

To Whom It May Concern,
Roth Heating & Cooling is responding to complaint #***, by Mr*** ***
In regards to this matter, we have attempted multiple times to remedy and explain to the customer, what they’re asking for is not only a breach of best
practices but also would compromise the integrity of our products and services, ultimately costing additional fees and code enforcement not being passed.
We have explained this to the customer and have proof of these interactions. We have offered solutions to appease our customer’s needs, however, the customer is adamant on having us install it his way, which doesn’t fall within the manufacture’s requirements or *** code
If you need additional correspondence between our company and the customer, please let us know
Sincerely,
Angela K***
Roth Heating & Cooling

Complaint: ***I am rejecting this response because:
After speaking with Jay further he indicated that Roth had offered in other options listed below to fix our existing systemI told him that was incorrect because the reason the call was requested was to access and also I had requested they try cleaning the lens of the unitThe technician informed me at the time of him
Leaving as well as in the notes that he had already completed that task and it had failed so that was no longer an optionHowever listed below the invoice and confirmed by Jay also, they could however had done that and it would have fixed systemsThis company is running a scam and should be stoppedThey increased fees several times and was more than happy to take upwards of $to fix a system they wouldn't even provide a second opinion by their own company onI will continue to dispute their abilities as well as those choices in not taking necessary measures to fix a system that they said was unfixable, but then indicated they tried to fix it, but then recommended a service they already had preformed!! Sincerely,*** ***

*** With regards to this claim, Roth Heating & Cooling feels that the information that was provided is not completely accurate, according to our records. Attached is the recent invoice for your review showing that we did a $service call for only $79. We honored the $price
since the customer was told by one of our CSR’s that would be the cost for the service call when she called our office to schedule her appointmentPlease see the detailed work order for more information on how Roth Heating & Cooling was trying to fix the systemAlso, her timeline isn’t accurate. Our records indicate it was a two week period from the time of the service call to the day that she received the estimate bid, not weeksThe service call was scheduled for September 22, 2015, the estimate bid was completed on September 23, and the bid was emailed over on October 8th, Our technician quoted the customer for a zone system upgrade that was no longer available by the manufacturerTherefore, this led to the increase in proposal when our Comfort Consultant came out to give her a zone system bid, on the most up to date versionTo remedy this issue, we offered to honor the quoted price noted on the service invoice, in addition, we issued a refund to her in the amount of $This was to cover the $diagnostic fee from the service call performed on September 22, and the $monthly fee that is for the service plan she signed up for. Every cost regarding this service call has been refunded back to the customerThe customer may not have agreed with the estimate quote given, but Roth Heating & Cooling hasn’t further damaged any property to add more expense to herWe feel they’re unhappy with our written and final quoteWe sympathize with the customer but we feel confident that we tried everything we could do to remedy this situationSincerely, Angela K***Roth Heating & Cooling** ***@roth-heat.com

Complaint: [redacted]I am rejecting this response because:The are citing reasons for thier lack of cooperation that are not accurate. I have spoken with the [redacted] manager for code enforcement and the requirements that they are citing are not a matter of code, simply a matter of the manufacturers suggested practice. The unit is installed at a 90 degree angle to the correct placement and they continue to insist on this non-nense. This problem is not resolved!Sincerely,[redacted]