Scott Lee Heating Co. Inc.

Dear Mr***, I have attached several documents including our printouts from our scheduling software, stating you were actually quoted $and not the $you speak of. ***, the CSR that scheduled your visit with you on the phone at 8:am on January 18, did not work for our company when our pricing for our pma was $175.00, so she would not have been able to quote you the $you speak of because she never knew that was a price we charged. Perhaps there was a misunderstanding of your total out of pocket expense for the contract which actually $after you get back your $rebate from S*** *** *** *** **? In regards to assaulting your character that was not our intentions at all, we simply wished to have a copy of the document so we could go back to our printers if there was a mistake. On the phone you stated a one time cleaning of $which the documentation does not state, it is $which would normally cost $and all of that is correct. You state the value you received was only $annually is erroneous as well. If you were to have a one time clean and check each time your total annual out of pocket expense would be $198.00. As I stated and the documentation states the price is $for one complete system, and you receive a $rebate which we send off for you to Sheet Metal workers, resulting in a net out of pocket expense of $165.00, a savings of $if you were to purchase the one time clean and service twice On top of the 10% discount on parts and labor needed for any repairs and not being charged any overtime rates for after hours expenses. I sincerely apologize for any misunderstanding and hope this helps resolve the matter. Sincerely, *** ***

Revdex.com:It makes sense that the amount out of pocket being after the rebate from the union is what I was thinking the price I paid was to be If this possibility would have been brought up initially this aggravation would have been avoided
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

The part the customer had replaced a Turbo capacitor is still a good part it did not fail, the repairs to the existing unit could have been performed but would have been extremely costly and better to replace the air conditioner rather than repair. With the capacitor still being a
good working part and a superior part to ones manufacturers install in new equipment, I advised the homeowner to keep it and use it on there new unit if there is ever a problem, I can not take the part back and sell a used part we don't sell used parts

Initial Business Response /* (1000, 7, 2015/04/23) */
Contact Name and Title: *** Service Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@scottleeheating.com
Dear Mr***,
I apologize that you feel cheated by our company, my first question is where do you feel you were charged
twice by our company? The first technician that came out charged you an $trip and diagnostic fee, than when it was determined that your solenoid valve needed to be replaced he charged you $which is the flat rate for that repairOur second technician *** that came out and installed the part *** did not have on his vehicle, charged you nothingIn regards to the Aprilaire valve being installed of a Lennox valve, that is because they no longer manufacture the part the replacement is made by Aprilaire
In response to looking at the humidifier it is our companies policy to make sure all accessories are working properly before leaving a service or maintenance visit so there is less of a chance for failure down the road
In response to not repairing the problem, we were called out for, we would be happy to send a different technician out to see if there is anything that was missed and can be resolved
Initial Consumer Rebuttal /* (3000, 9, 2015/04/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told that the initial trip fee would cover labor to replace the valveHowever, I was charged $PLUS $176, which is for parts and labor to install the valveIn other words, I paid for double labor instead of one labor charge plus partsI should have only been charged for the PART COST, not the FLAT RATE for part and labor since I already paid you the $labor charge for the initial visitIt isn't my problem that the part was not on the first truck

Complaint: [redacted]
I am rejecting this response because:I have attached the mailing you claim is impossible for me to have received last week, just as you claim it is impossible that I was quoted $175.00.  My error was not confronting your technician  about the price until I could refer to recorded when I scheduled the appointment, and then paying the higher price trusting that your office would correct the charges based upon my trust of your company from past experience.  As far your lip service of me being a valued customer, you seem to have omitted that I purchased a new heating and cooling system last year in addition to being a service customer. I refused to have you visit my home, along with refusing to send a copy of the attached mailing, because of the condescending, accusatory, insulting attitude from both you and the lady I initially talked with and then your aggressive attitude  and then your claim that I was lying about the quoted price and that it was impossible that I had the mailing that I was holding.  Possibly your was extremely aggravating and an additional insult to my character.  I assure you the $15.00 I was requesting is insignificant compared to the assault on my character.Your arguments are completely irrelevant.  Whether I have a mailing from [redacted]-Lee or not, has no bearing on the fact that I was quoted a price that your company refuses to honor. The lack of trust in customers who have shown loyalty to your company, as  proven by this interaction,  indicates a complete lack of customer service skills and a short sighted approach to performing your responsibilities.  As far as the price, your thinking is so limited regarding this that you have no concept that prices can go down as well as increase, and the previous price paid for the service agreement you offer as a great deal, saving the customer only $9.00 yearly, again has no bearing on the fact that I was quoted a lower price than I was charged.It is completely possible that I was quoted an incorrect price, just as it is possible that I had received the mailing from your company showing a $99.00 one time servicing. I will only accept the original quoted price of $175.00 for the yearly service contract.  Anything less will not be acceptable and will continue this issue.
Sincerely,
[redacted]

Mr. [redacted],        I am sorry you feel you were shortchanged, especially since you have been a maintenance customer since 2013.  [redacted]-Lee greatly values our clients but the fact of the matter is that you say you were quoted $175.00 for your pma but you...

have not paid that price since 2015 and that has not been our price since than as well.  You also said that you have documentation with [redacted]-Lee Heating's name on it that says a price that is untrue which you refuse to produce.   You were told by the service manager you would be charged the one time clean and check fee of $99.00 and refunded the difference since you would not produce the documentation, which you agreed to on the phone 1/26/18.

Initial Business Response /* (1000, 5, 2015/10/13) */
Contact Name and Title: [redacted] Pres
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@scottleeheating.com
Salesman remarked that it was a replacement that needed to be done quickly and that he was trying to install the proper...

size equipment. He was not able to run the calculations to know the proper size furnace until the morning of the install and immediately changed the furnace size. The problem: he did not inform the homeowner of the change. If the homeowner wants the quoted furnace we will gladly replace it. Salesman is in contact with homeowner.
Initial Consumer Rebuttal /* (3000, 14, 2015/10/26) */
I met with the sales consultant on October 16 and he explained how he followed up on the issue and determined that he had changed the furnace size the morning of the install and forgot to call me. I told him I appreciated him taking responsibility but that I still wanted the size called for in my contract. He setup the install for last Thursday October 22. The replacement was installed as requested that day.
While I think a lapse in judgment took place I would also like to point out that of all the consultants that provide HVAC proposals, he was the best communicator and had the best command of his product line and company culture, which was the reason I selected Scott-Lee in the first place.