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Schneider's 72 Degrees Air Conditioning & Heating

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Reviews Schneider's 72 Degrees Air Conditioning & Heating

Schneider's 72 Degrees Air Conditioning & Heating Reviews (3)

January 7, 2015 [redacted] Art, Texas [redacted] Dear [redacted], I received a copy of your complaint to the Revdex.com and was very concerned that you were not satisfied with the work that [redacted] approved to be done at the home in Art. We pride our business in being...

100% customer satisfaction based and most always have high reviews from new and loyal clients. I spoke with our service manager, [redacted], and the installation crew that was at the home. First, please understand that the type of wall heater unit at that home is not our normal installation equipment we provide. So, yes, I do agree, they were partially unfamiliar with your type of installation, as we do at the most 2 per year. 72 Degrees installs over 300 central heating and cooling systems per year. I do want to make clear that [redacted], who signed the original purchase order and paid for the unit was not at the home during the time of the installation and [redacted] was present. In Summary: We were called on November 13, 2014 in response to a no heat call, where the pilot on a wall heater would not stay lit. Being that there was more than 1 heater in the home, our dispatch center was told it would be ok to come out the following week, November 19, 2014. Our technician arrived at 1:48 pm, examined the cause of your no heat problem. A thermocouple was replaced and a carbon monoxide test performed. There was a positive result of that test. After a professional inspection, our technician determined due to the age of the unit (approx 30 years old) and a thorough heat safety inspection, he discovered a breech in the heat exchanger (a crack) that makes the unit was unsafe to continue operating; as it will leak carbon monoxide into the home. We have the authority to tag out gas leaks, if it is unsafe for the residents. [redacted] determined it was safest to replace the wall heater with a new one, as well as 3 gas valves on the other wall heaters in the home. The type of wall heater that was ordered and approved by [redacted] was the exact same type as was there before. In order to obtain a fan top unit, as indicated in the complaint letter, electricity would have to be run to the unit by an electrician; resulting in a more costly installation. [redacted] made the decision to stay with the type of wall heater that was there before. 72 Degrees returned on November 26, 2014 to install the wall heater. Arrival at the home at 9:05 am. During removal of the old wall heater, [redacted] was present and asked the installers to show him the crack in the heat exchanger – which was done and he acknowledged the crack. Cracks can be hairline and not “holes” as we sometimes imagine them to be. However, they will still leak dangerous carbon monoxide. After the installation was complete, the next task was to change out 3 gas valves on the remaining wall heaters in the home. The size of gas valve is not a common size and the installers did not have that part on their truck. [redacted] told the installation crew that he was going to Kerrville and would pick up the right size and they could change them out when they returned to repair the flue pipe. The estimated time to do so would be 2-3 hours. The installation crew left the home at 1:37 pm. Shortly after this was discussed, [redacted] (who was not present), called the service manager and was very upset because he told by [redacted] that 72 Degrees left and did not finish the job. After discussions of the situation, [redacted] and the service manager determined that the install crew would obtain the gas valves themselves in the city of Mason. The service manager turned the installation crew around, sent them into Mason to obtain the correct size gas valves and return to the home the same day. The parts were purchased and the installation crew returned the home at 2:25 pm to change out the gas valves. All 3 gas valves were changed out, and during the process leaked checked with a professional product called Leak Check (not soap bubbles as indicated), this process was witnessed by [redacted]. The job was completed at 2:53 pm. Note: the time give for the gas valve change outs was an estimate. With two men present representing 72 Degrees; they were both able to replace these parts. 72 Degrees bills by the part with an estimate time built into each part, not by time and material. As mentioned before, 72 Degrees prides itself in its work and 100% customer satisfaction. Should you not be completely satisfied with the work that was done or if your system is not operating properly, we will be happy to correct the problem at no charge, however, we are trusting the systems are working normally based on it has been over 45 days since the work was done. We will be happy to uphold our 100% satisfaction guarantee and return ALL of your money, after we disconnect and take back our heater. Warmly, [redacted] General Manager

As stated before, we are sorry you are not happy with the work that was done at your home.  We cannot please everyone, though we do try.  According to our paperwork, [redacted] is who signed the contract and he is the one who wrote the check for payment, therefore, he is the one who contracted us to do the work.  Perhaps, he needs to be one complaining. Also, as mentioned before, the CRACKS in the heat exchanger can leak carbon monoxide and your father agreed it was old would be best to replace the unit.  If you felt the wood stove was sufficient for heating, this should have been discussed with your father prior to him agreeing for a new wall heater.   I have record and GPS reports showing our trucks returning to install the parts your father requested.  As mentioned, we would be happy to refund your money and take our wall heater out, per our 100% customer satisfaction guarantee.  We normally are able to handle ANY issues we have directly though out clients, because if and when do have complaints they call us directly.  Please tell me how you want to proceed and I will set a time for our installers to remove the unit and refund your money.[redacted]General Manager

Complaint: [redacted]
I am rejecting this response because: It is wrong, I, [redacted], am the one that called them. They said someone would come the next day. The next day they called and said it would have to be the next week, I would not be here for that, so I had to make arrangements with my dad, [redacted], to take off of work in Kerrville to be here for the tech to come. My dad said he taped on the pilot light, and tried to light it, and it worked. He told my dad that it had a hole in it and needed to be replaced. The tech told him the new wall heater, that had to be ordered would have a fan on the top of it and would heat the house better. I was here when the installation was done. Both of the techs and I could not see a hole in it, they, the techs, said a hole would be white in color. None of us could see a hole or any white color on the galvanized metal. As far  as the valves replaced, the first tech that came out should have looked at what they needed to replace them. The two installers said they new nothing about replacing the valves.  It was clearly marked on the estimate to replace a total of three gas valves. They had the valves on the truck but not the reducers or the hose to complete the job. Also, the estimate said final payment do upon completion of work, I received a bill to the Art post office before completion of services, and told them to send invoice to Kerrville as there is no mailing address in Art, only a physical address.  If 72 degrees would have came when they first said they would I, [redacted], would have been here. When they told me it be the following week I had to call my dad and see when he could take off of work to meet them. That cost my dad money and time to travel from Kerrville to Art. The first tech did nothing other than tape on the pilot light and it started working. When it was removed the two techs that were here said they COULD NOT see any hole in the old furnace. Yes it was old but it does not get used much. I have a wood stove that I use for most of the heating, it is very close to the wall furnace. The wall furnace only heats the living room, where I have the wood stove. The first tech said with the fan on top of the new furnace it would heat more of the house.I am not satisfied with the company, how they do business, or them not doing what they say the will do. I will tell everyone I know to stay away from them. 
Regards,
[redacted]

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