Secco, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I had a service technician name Joe (young) as a result of the $promotional cleaning offer on WHP He came for the inspectionHe found mold in the air ducts and sole me an ultraviolet light unit ($1,plus installation) and I scheduled an air duct cleaning ($plus)So this promotion service cost me over $2,I also signed up with a maintenance contract for $plusThe same technician, Joe came to do the maintenance on 5/I turned the air conditioning unit on and after a few minutes he told me that my freon was low and quoted me for a refill, air conditioning, and an entire furnace system with a written quoteHe immediately stopped the maintenance service and didn't check the heating system or anything elseI called them the same day and told them that the maintenance wasn't completed and I wanted to cancel my maintenance contractThey creditted me only $and told me the service cost $149, for a minute visit and a write up for new equipmentI am back with *** HVAC maintence and they already did the service for both heating and air conditioning and said my A/C unit was cooling fine...but he left the unit run for around minutes before testing it...not minutesSecco is a rip-off as far as I'm cincerned and my maintenance contract with *** is only $a yearI should have never left ***!!! I will NEVER do business with Secco again and I've posted this via social media and told alot of people about thisSecco technicians must work on commission....*** technicians do not....total disappointment!!!!

*** and ***, your satisfaction is very important to us and we’d like make sure we are doing everything we can to take care of thisOur Service Manager, Matt S***, has been in touch with your contractor and also has been trying to reach you by phoneWe would like to schedule a time to get
Matt and also our General Manager, Nate P***, out to your home to make a fully educated assessmentThey just want to make sure that you understand all of the options you had previously been presented, and also to see if there is any warranty work we need to cover, or if there indeed is cause for a refundMatt can be reached by cell at ###-###-#### or at his office phone at ###-###-####Please give us a call at your earliest convenience so we can make sure your home is safe and you are taken care ofThank you

I utilized the Secco Home Services when I had a plumbing issue They came immediately and resolved the issue I was pleased with their work While the paperwork was written up the serviceman pitched to me a monthly payment plan which would enable me to store up money for future services as needed This sounded like a nice idea They were guaranteeing my loyalty to their services and I was basically developing a savings account for future needs I signed upWhen it came time to utilize their services again, I was surprised The prices went way up! I had some money in the account to pay for services but I was not willing to pay their pricing for their services I ended up getting those services completed with another electricianNow I felt trapped Secco had my money but I didn't want to pay their prices I decided to close my account and get my money back They let me close my account but said I would have to speak with someone else concerning the refunding of my money That person never returned my phone calls I tried several times Every time I called I explained my concern, was told she would leave a message for the person in charge and that person NEVER returned my call I felt frustrated and stuckA year later, my home was sold and I tried again to retrieve my money This time my call was returned and I was told that there was no money to return The money was used to pay for availability of services Their services had been available this whole time and they weren't utilized In addition to this, the money that I thought was saved up in my account for future needs was not viewed by the company as money, but as "points" My money had purchased points which would be used in the event of services needed So, my money was converted to points and those points have since expiredI said, "So, would you agree that your business received money from me for services never used?" The answer was yes, but the availability had been there all along I paid for that availability I said, "I tried to utilize your services but found the pricing inflated I was not willing to pay those prices and I did eventually get the work done for much cheaper." They told me that they stand behind their pricing and their practice I would not be refunded any of my moneyI feel like the structure of the company is shady They have developed a way to receive money even when services are not needed They have a means to inflate pricing and pressure you into paying those prices because of the savings system they have talked you into The failure to return phone calls and the ability to see points "expire" even before an account is closed seems highly inappropriate to me The inability to retrieve your money if you discover you are unhappy with the business is not right I think the inflating of pricing after you have joined their payment plan takes advantage of customers who had otherwise been happy to provide you with their loyalty

Sorry - we did NOT see this complaint until Alyssa informed us that it existed. I certainly knew that [redacted] was upset and promised to complain, so I am not surprised to see this.Unfortunately, my last conversation with her was at a very emotional time for [redacted]  - it was minutes after a...

trip to the vet to put her family pet to rest. She was extremely upset and didn't allow me to explain anything. I empathize with her situation.Yes, we rescheduled and did a very poor job communicating. We certainly apologize for that & wish to make it right.It is true that they purchased a Bryant Heat Pump in 2012. The Rupps also purchased a Solar Water Heating System from us in 2011 (I believe the 2014 was mistaken for 2011 stated in the complaint).The Rupps also purchased a PM Agreement for their Heat Pump system. The first visit of 2 visits was performed by Dan on 4.21.14, at which time the Rupps had Dan check & clean their Solar System for $279.95 less $58.00 of coupons and gift cards for a net payment on their check 1118 of $221.95. (Invoice 168769)We don't offer a PM program for Solar Water Heating, since they shouldn't need to be serviced multiple times a year.Dan wrote up his findings on the page attached to the Invoice 168769, describing the performance and recommending the next W/H (water heater) PM to be in 2017. Dan's attachment clearly shows initials of "MLR 4/21/14" acknowledging his findings.Unfortunately, when Stanley performed the 2nd visit of their Heat Pump PM, neither he or our Call Center realized the Solar Water Heater didn't need a PM - and it wasn't included with their Heat Pump PM.  I got into this situation at the last minute - my staff didn't understand the Solar Water Heating system - and didn't communicate with [redacted] that we wouldn't send a Technician on the roof during rain, or during conditions that were NOT appropriate to test the performance of a solar system. We need dry to work on a roof, and sun to work on solar. Otherwise, the Customer is wasting their money.I was instructed by my staff (they may have known that [redacted] had an appointment first thing that morning) to call after 10 AM to explain that Dan recommended service in 2017 - and to save their money, that a PM wasn't needed. I believe they should be checked in Spring - since snow & ice is typically the items that could cause damage. Unfortunately, [redacted] was upset and didn't give me the opportunity to explain.We do have a 6 year parts & labor warranty on the Solar Water Heating System - so that, in the event the system is NOT working, we would be responsible to make the repairs without cost to the Rupps.Suggested Resolution - We will provide a FREE Planned Maintenance visit for their Solar Water Heating, suggest they use it in Spring of 2015, or we would refund the $221.95 they paid for the PM Dan performed on 4/21/14.The Rupps have been good Customers and we have committed to servicing them. I believe our poor communications have caused this problem and certainly apologize for it.Barry K[redacted]

Doris, thank you for getting in touch with Matt today! We're glad we were able to get a hold of you and set up a time for Matt and Nate to come out, as promised. We will see you Monday afternoon, please call Matt if you have any additional questions or concerns in the meantime. Thank you!

---------- Forwarded message ----------
From: [redacted]2 <[redacted]>
Date: Thu, Jun 26, 2014 at 11:51 AM
Subject: Regarding my complaint #[redacted]
To: [email protected]
Cc: [redacted]
I am responding to the email I received today from you.  It asks me to respond within 10 days.  I wasn’t sure if I was to respond to you or to Secco, so I have copied Secco as well.  I am very pleased with your timely response to my concern and appreciate it very much.  I am also happy with the response I have received from [redacted] at Secco, and feel assured that this problem will be handled to everyone’s satisfaction and also in a timely manner.
 
Thank you very much.
 
[redacted]

I called them for service to a bathroom sink, clogged drain. Quick to get there quick to finish twenty five minutes. The bill was 336.48. A bit extreme. The more I called the more I was kinda given the polite brush off. I was just trying to understand the high cost. Four days of continual calling I finally got a call from some one offering me twenty five of next service. Comical .. This industry is littered with competition. So short sighted.

---------- Forwarded message ----------
From: [redacted] - SECCO <[redacted]>
Date: Thu, Jun 26, 2014 at 12:05 PM
Subject: RE: Regarding my complaint #[redacted]
To: [redacted] <[redacted]>, "[email protected]" <[email protected]>
Cc: "[redacted]" <[redacted]>
[redacted] –
 
I heard back from [redacted] @ [redacted] – and have color samples.
 
As I stated, I will be in your neighborhood Friday – probably afternoon – and see if the samples match close enough to satisfy the association.
 
Thank You for touching base with the Revdex.com. It is very important to us to keep a stellar reputation.
 
[redacted]
 
[redacted]
Innovation & Expectation Chief
http://www.seccoinc.com/images/email/signatures/Signature-SOS.gif
[redacted].[redacted]@seccoinc.com
Tel:  ###-###-####
Fax: ###-###-####
[redacted]
[redacted]
www.SECCOinc.com

Sorry - we did NOT see this complaint until Alyssa informed us that it existed. I certainly knew that [redacted] was upset and promised to complain, so I am not surprised to see this.
Unfortunately, my last conversation with her was at a very emotional time for [redacted]  - it was...

minutes after a trip to the vet to put her family pet to rest. She was extremely upset and didn't allow me to explain anything. I empathize with her situation.Yes, we rescheduled and did a very poor job communicating. We certainly apologize for that & wish to make it right.
It is true that they purchased a Bryant Heat Pump in 2012. The Rupps also purchased a Solar Water Heating System from us in 2011 (I believe the 2014 was mistaken for 2011 stated in the complaint).
The Rupps also purchased a PM Agreement for their Heat Pump system. The first visit of 2 visits was performed by Dan on 4.21.14, at which time the Rupps had Dan check & clean their Solar System for $279.95 less $58.00 of coupons and gift cards for a net payment on their check 1118 of $221.95. (Invoice 168769)
We don't offer a PM program for Solar Water Heating, since they shouldn't need to be serviced multiple times a year.
Dan wrote up his findings on the page attached to the Invoice 168769, describing the performance and recommending the next W/H (water heater) PM to be in 2017. Dan's attachment clearly shows initials of "MLR 4/21/14" acknowledging his findings.
Unfortunately, when Stanley performed the 2nd visit of their Heat Pump PM, neither he or our Call Center realized the Solar Water Heater didn't need a PM - and it wasn't included with their Heat Pump PM.  
I got into this situation at the last minute - my staff didn't understand the Solar Water Heating system - and didn't communicate with [redacted] that we wouldn't send a Technician on the roof during rain, or during conditions that were NOT appropriate to test the performance of a solar system. We need dry to work on a roof, and sun to work on solar. Otherwise, the Customer is wasting their money.
I was instructed by my staff (they may have known that [redacted] had an appointment first thing that morning) to call after 10 AM to explain that Dan recommended service in 2017 - and to save their money, that a PM wasn't needed. I believe they should be checked in Spring - since snow & ice is typically the items that could cause damage. Unfortunately, [redacted] was upset and didn't give me the opportunity to explain.
We do have a 6 year parts & labor warranty on the Solar Water Heating System - so that, in the event the system is NOT working, we would be responsible to make the repairs without cost to the Rupps.
Suggested Resolution - We will provide a FREE Planned Maintenance visit for their Solar Water Heating, suggest they use it in Spring of 2015, or we would refund the $221.95 they paid for the PM Dan performed on 4/21/14.
The Rupps have been good Customers and we have committed to servicing them. I believe our poor communications have caused this problem and certainly apologize for it.
Barry K[redacted]

We have reviewed our notes, our technicians paperwork and
all information available to us.  We were able to visit [redacted]'s
home and review the situation on follow up visits and completely understand her
frustration.  When things like this happen it can be terribly
inconvenient.
Our technician was dispatched to the home on 5/27/15 at 7PM to troubleshoot a
blocked / slow main drain that had a history
of issues said to be caused by a large tree.  Our
Technician accessed the main drain line
through the Customer’s exterior main drain clean-out. He was on-site
until 9:30 that evening using a drain cable to open the line and a sewer line camera to inspect it.  He found
the line difficult to open and camera inspection showed many root
penetrations.  The technician scheduled for a thorough cleaning and root
removal for the next day.
On 5/28 our technician was dispatched to the home at 2:15 and arrived at
3:15.  He was on site that day running our sewer line jetting
equipment.  His call there was completed at 5:15pm.  While on site he
followed procedure by running a fresh-water hose
and jetting machine in the main sewer lateral clean-out to flush the line and
cut and remove the roots causing the blockage.  Some "splashing"
occurs in the lawn area during this work and
it is not something that we would want a customer to walk through given the
nature of our work.  Our work was considered complete.
 On 5/29 we were called about water in the basement and a possibly blocked drain
in the basement.  Our technician arrived and was directed to the
"french" drain at the base of the exterior
stairwell to the basement where the Customer
reported the drain blockage.  There was moisture in a small area of
carpeting near the door to the exterior stairwell, but
no blocked drain or standing water.  Our technician poured water in the French drain to verify that it was accepting water
and not blocked.  He then attempted to camera the line as a courtesy but
it was not large enough to allow the camera into the line.  The french
drain has not been found to be in anyway connected to the sewer lateral. We suspect the cause to be surface water backing up from
this French drain.
Records indicate that this area received over an inch and 1/4 of rain fall
on 5/27/15 ([redacted] Airport Records) and it seems that our work, the rainfall and
a potentially blocked french drain have all happened
coincidentally in a very short time
frame.  As surface water builds up from heavy
rainfall, an improperly installed or aged French drain is known to be the least
reliable drainage system. The Customer reported having previous problems with a
wet basement and alerted her family to prepare for such heavy rains.
 Although we do not believe the
water damage was caused by our work, we offered a recommendation for [redacted] to contact her home owners insurance provider for the fastest
investigation, restoration and repairs.  So
far as we are aware, our recommendation was not acceptable.
 We understand the frustration that
a blocked drain line and surface water
causes – it can be overwhelming.  The
amount of water typically released to the surrounding ground is minimal and has
never caused a properly installed and working French drain to clog. The drain
in question is approximately 15 feet away from the clean-out.
We look to provide great service to all our customer and appreciate the
opportunity to serve the [redacted] Family.

I just had a delightful call with [redacted] about her order - apparently, our response got caught in a spam filter and we had no phone number listed. UGH! I shared that we were FIRST in the online filter business and strive to provide excellent Customer Service (since 2006)!She's happy with the...

resolution & will be getting her filters soon as the big brown truck can get there!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved];
 Complaint: [redacted]
I am rejecting this response because:
after reading the response I am going to respond to all the lies that were told.  1) the "technician" was at my house until 10:30 on 5/27, but that's not a big deal....2) the "technician" was at my house from 2:30 - 5:40 on 5/28, the whole time he was running my garden hose, it was not splash off, the "technician" even used the words "the ground is saturated."  This was right beside my basement entrance and the water came up over my flip flops, my daughter witnessed this. 3) on 5/29, yes the "technician" was called, but I did not say the drain was blocked, I said from the beginning that the basement had water.  It was not a small area, and it took my dad, my uncle and I 5 shop-vacs full of water and running fans for a week.  The area was 12'x23' approximately.  That is hardly a small area.   The French drain was not blocked.  It was surface water caused by the "technician" saturating the ground any the water table rising in that area, so it came up through the French drain which is exactly what it should have done.  4) there was NO rain 3 days prior to them coming.  It did not rain until that Sunday and the technician stated that in his notes, which I still have a copy of.  The "technician" also told myself, my uncle, and my father, that he does think he caused it due to the fact that there was no water in the basement prior to him coming, there was no rain the days he was there and he suggested that we rent some machinery to clean the basement and he would check but his company would probably pay for it.  All of this info, I have witnesses that heard him say it.  5) I never "alerted" my family that heavy rains were coming and that I was worried about water, if you check the history Palmyra was flooded two years ago and I did NOT get water then.  The only time I mentioned that there was water in the basement was before my parents had it waterproofed approximately 15-20 years ago so that is a downright lie.  I alerted my daughter that it was possibly going to rain that Sunday 5/31 and we would possibly have to move her graduation party into the basement because it was scheduled to be outside.  I told my daughter to clean up the basement to get ready for company, that meant dust and vacuum, not to prepare for water, which my daughter could testify to.  6)yes, a supervisor came, and he kept saying I had to "PROVE" that they did it.  He also asked what I wanted and I said the carpet cleaned and the padding replaced.  He refused.  7)I did take their recommendation and called my homeowners insurance.  They determined that the damage was not covered because it was groundwater coming from the ground being saturated by the plumber, at no fault of mine but definite fault of the plumber.  I have a copy of the report.  8) I contacted a restoration company who also agreed with me.  I now have mold growing in my walls and am waiting for an estimate.  Let it be known, there has been ALOT of rain since the incident and I have not had water in the basement again.  I also looked on their facebook page and they have a one star rating and lots of complaints.  This is ridiculous and unacceptable.  When I told them I would contact an attorney, they got nasty and left. 
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted] & [redacted]

Review: [redacted] plumbing was contracted to provide a service to clear my main line of solids etc. so that my sewer waste could pass through to my septic holding tank. They came after over a day and ran a camera through the required line. They did not auger, rotor root, or cut the clog out as desired. they left after showing the line clear for liquid waste. They also sold me a bio-clean product that I have not used for $81.18 The dispatch fee was $54.95. This fee was not represented on their $99 open main drain ad. The total bill was for $236.88. A call to them today was met with "we will put you on the schedule but we do not know when we can be out". My entire home is without sewer service and has raw sewage on the first and cellar floors.Desired Settlement: I am disputing this work and feel they have failed their obligations under the contract. I asked the technician [redacted] several times if he was going to auger or rotor root the pipe, to which he replied that "sometimes the camera opens it up... and I don't think we need to." I have stopped payment on the check and wish them to have them pick up their bio product and make no further attempts to collect this bill. I am contracting with another party to properly clear my main line in a more timely fashion.

Business

Response:

Secco, Inc.

1111 Primrose Avenue

Camp Hill, PA 17011

Revdex.com of Metro Washington DC and Eastern Pennsylvania

1337 North Front Street

Harrisburg, PA 17102

Re: **. [redacted]

To those it may concern,

On 10/16/2013 our drain technician (**. [redacted]) and myself ([redacted] – Training Manager) arrived at **. [redacted]s home to perform a drain opening per his request. **. [redacted] had done quite a bit of work prior to our arrival including disassembling portions of the main drain and exposing the septic tank and its connections. The line had been previously modified by another company to assist with a previous problem in draining the line.

After discussing the issue with **. [redacted] our technician [redacted] explained that he would use his camera to run through the line prior to using any heavier equipment that may cause more damage than good. In an attempt to locate the blockage our camera passed completely through the line from the septic to the interior cleanout without hitting an obstruction.

To test the line water was first poured into the drain lateral from inside the home and it was observed passing into the septic. **. [redacted] then decided to run water from a garden hose from inside the home out to the tank through the lateral. It was open and allowing liquids to pass well.

The discussion was then had with **. [redacted] about jetting the line to remove the heavy buildup of grease. He declined this service due to the cost at that time. We then discussed BIO-CLEAN drain maintenance as a slower but thorough solution to the grease problem. He agreed and purchased the BIO-CLEAN product.

When a main drain line backs up it may leave solid waste in other up-stream drains. This is typically easy to test by testing each line. (ex. Running a sink, flushing toilets) **. [redacted] had taken the initiative to disassemble his main line to examine it and attempt opening the line himself with a small drill powered drain auger and while it did help him in accessing the main drain it prohibited us from testing the upstream drain lines.

At the completion of the call **. [redacted] was satisfied with our services and the results. Only when a problem related to grease buildup or a new blockage in this portion of the system occurred were we notified of any discontent. Our response anytime we are asked about scheduling a service call is carefully scripted to provide as much clarity as possible. Our only guaranteed appointments are at 8:00am and any service requested after that are assigned to our first available technician as we do not know how long a service call may last.

Without the opportunity to examine the situation we have been forced to believe our work was done to the highest level and that as stated on our invoice **. [redacted] signed: “ I have examined and hereby accept the satisfactory completion of the work as described above”. Service invoice attached.

Respectfully,

Sales & Training Manager

SECCO Home Services

Tel: ###-###-####

Fax: ###-###-####

1111 Primrose Avenue

Camp Hill, PA 17011

www.SECCOhome.com

I utilized the Secco Home Services when I had a plumbing issue. They came immediately and resolved the issue. I was pleased with their work. While the paperwork was written up the serviceman pitched to me a monthly payment plan which would enable me to store up money for future services as needed. This sounded like a nice idea. They were guaranteeing my loyalty to their services and I was basically developing a savings account for future needs. I signed up.
When it came time to utilize their services again, I was surprised. The prices went way up! I had some money in the account to pay for services but I was not willing to pay their pricing for their services. I ended up getting those services completed with another electrician.
Now I felt trapped. Secco had my money but I didn't want to pay their prices. I decided to close my account and get my money back. They let me close my account but said I would have to speak with someone else concerning the refunding of my money. That person never returned my phone calls. I tried several times. Every time I called I explained my concern, was told she would leave a message for the person in charge and that person NEVER returned my call. I felt frustrated and stuck.
A year later, my home was sold and I tried again to retrieve my money. This time my call was returned and I was told that there was no money to return. The money was used to pay for availability of services. Their services had been available this whole time and they weren't utilized. In addition to this, the money that I thought was saved up in my account for future needs was not viewed by the company as money, but as "points". My money had purchased points which would be used in the event of services needed. So, my money was converted to points and those points have since expired.
I said, "So, would you agree that your business received money from me for services never used?" The answer was yes, but the availability had been there all along. I paid for that availability. I said, "I tried to utilize your services but found the pricing inflated. I was not willing to pay those prices and I did eventually get the work done for much cheaper." They told me that they stand behind their pricing and their practice. I would not be refunded any of my money.
I feel like the structure of the company is shady. They have developed a way to receive money even when services are not needed. They have a means to inflate pricing and pressure you into paying those prices because of the savings system they have talked you into. The failure to return phone calls and the ability to see points "expire" even before an account is closed seems highly inappropriate to me. The inability to retrieve your money if you discover you are unhappy with the business is not right. I think the inflating of pricing after you have joined their payment plan takes advantage of customers who had otherwise been happy to provide you with their loyalty.

Review: We purchased a Bryant Heat Pump on 6/2012 and a Solar Water Heater on 3/8/14. At that time we purchased a bundled service agreement to have both the Heat Pump and Water Heater Serviced 2 x's during the year as we have done in the past. On October 21st I received a phone call from Service Dispatch stating Dan would not be able to make our appointment due to the job he was working on spilling into our scheduled day; Rescheduled for October 30th. No one showed and no phone call. I called and spoke with Perry, Customer Service Rep., once again promised service for another date and time; Monday November 3rd, no one showed, I called Secco, spoke with Perry, he stated that there was a computer glitch and dispatch did not get the message to come here until 7:30 a.m., they were to arrive here at 8:00 a.m.; Service scheduled on November 6th, told Dan was coming who was knowledgable about both the Heat Pump and Solar Water Heater, Dan didn't come but Stanley did and he did not know how to service the Solar Water Heater; Got a call from Barry, General Manager, on Friday November 7th, promising that Dan would be here to recheck the furnace service and the Solar Water Heater, no one showed, I called and Barry said that he was in a meeting and didn't get around to calling me to tell me no one was coming. They are rescinding on a prepaid service agreement and they are rescinding on the warranty service on both the Heat Pump and the Solar Water Heater.Desired Settlement: Not only do I want service to be completed for this year but I want two Complimentary Services to be afforded to us free of charge for the 2015 year. I have sat here wasting my time for 4 different visits, I deserve something for my time and frustration and most importantly so the warranty on both units stays valid.

Business

Response:

Sorry - we did NOT see this complaint until Alyssa informed us that it existed. I certainly knew that [redacted] was upset and promised to complain, so I am not surprised to see this.Unfortunately, my last conversation with her was at a very emotional time for [redacted] - it was minutes after a trip to the vet to put her family pet to rest. She was extremely upset and didn't allow me to explain anything. I empathize with her situation.Yes, we rescheduled and did a very poor job communicating. We certainly apologize for that & wish to make it right.It is true that they purchased a Bryant Heat Pump in 2012. The Rupps also purchased a Solar Water Heating System from us in 2011 (I believe the 2014 was mistaken for 2011 stated in the complaint).The Rupps also purchased a PM Agreement for their Heat Pump system. The first visit of 2 visits was performed by Dan on 4.21.14, at which time the Rupps had Dan check & clean their Solar System for $279.95 less $58.00 of coupons and gift cards for a net payment on their check 1118 of $221.95. (Invoice 168769)We don't offer a PM program for Solar Water Heating, since they shouldn't need to be serviced multiple times a year.Dan wrote up his findings on the page attached to the Invoice 168769, describing the performance and recommending the next W/H (water heater) PM to be in 2017. Dan's attachment clearly shows initials of "MLR 4/21/14" acknowledging his findings.Unfortunately, when Stanley performed the 2nd visit of their Heat Pump PM, neither he or our Call Center realized the Solar Water Heater didn't need a PM - and it wasn't included with their Heat Pump PM. I got into this situation at the last minute - my staff didn't understand the Solar Water Heating system - and didn't communicate with [redacted] that we wouldn't send a Technician on the roof during rain, or during conditions that were NOT appropriate to test the performance of a solar system. We need dry to work on a roof, and sun to work on solar. Otherwise, the Customer is wasting their money.I was instructed by my staff (they may have known that [redacted] had an appointment first thing that morning) to call after 10 AM to explain that Dan recommended service in 2017 - and to save their money, that a PM wasn't needed. I believe they should be checked in Spring - since snow & ice is typically the items that could cause damage. Unfortunately, [redacted] was upset and didn't give me the opportunity to explain.We do have a 6 year parts & labor warranty on the Solar Water Heating System - so that, in the event the system is NOT working, we would be responsible to make the repairs without cost to the Rupps.Suggested Resolution - We will provide a FREE Planned Maintenance visit for their Solar Water Heating, suggest they use it in Spring of 2015, or we would refund the $221.95 they paid for the PM Dan performed on 4/21/14.The Rupps have been good Customers and we have committed to servicing them. I believe our poor communications have caused this problem and certainly apologize for it.Barry K[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: 6/7/14 Service came to inspect HVAC not working properly. He indicated it could be repaired but would cost as much as a new unit. Given 4 options, I chose the least expensive unit, which I was told would be about the same as the old unit. After installation (that evening) when it came on, it was loud in my bedroom I had to turn it off. The next day (Sunday) I left a message with Secco and explained problem. I was called next morning at 7:30 a.m. Customer service informed me that serviceman was on his way to a job but would call me when he arrived at the job me to determine if someone needed to come out. No one called. That evening (6:30) serviceman arrived. When he heard noise, he said there was vibration and he thought it might be coming from wires/cords that had been pulled down from attic. He inspected attic and sprayed 2 cans insulation in wall. That did not fix problem. He told me he would call me and would come back with some type of insulated wrap to wrap the unit in to keep noise down. After I waited 4 days, I called again and was told the item needed to be ordered and it just came in and they would be out on Sat. (a week from installation). After wrapping the motor, it still was loud. He said he would have Factory Rep and/or Gen. Mgr. come out - they didn't come. I called today and was told by CS that she would email the serviceman. He had also indicated to me that I would have to go with another unit which I believe he said would be $1,000 more. I am still waiting. I have a buyer for my house and I am afraid this is going to impact on the sale.Desired Settlement: Complete the installation (at no extra charge to me) of a unit that is not so loud. The old unit did not make this much noise, why must I settle for this?

Business

Response:

---------- Forwarded message ----------

From: [redacted] - SECCO <[redacted]>

Date: Wed, Jun 25, 2014 at 2:23 PM

Subject: RE: [redacted] Res. [redacted], HBG - siding/downspout color

To: [redacted] <[redacted]>

Thank You [redacted]!

I really appreciate your speedy response!

We’ll get [redacted] taken care of promptly!

Innovation & Expectation Chief

[redacted].[redacted]@seccoinc.com

Tel: ###-###-####

Fax: ###-###-####

www.SECCOinc.com