I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowNovember 8,
Dear ***, *** ***”s response is untruthful, inaccurate and designed to mislead and cover their deceptive practicesThe salesman did in fact tell us that there was no disposition fee or we would not be so blindsided by this now. Mr *** states that “all terms and agreements are discussed by the finance manager” clearly this did not happen eitherOur meeting with the finance manager went something like this… “Sign here, initial here, sign here”Not only was the contract not entirely reviewed line by line but there was NEVER EVER a mention of a disposition fee. Clearly our mistake in trusting the words of the Nissan employees and not reading every word on the contractAlso Mr*** states that “95% of all manufactures charge them anyway” and Nissan has one of the lowest in the industryA statement that is also untrue as we inquired at a Buick dealership about a disposition fee and they don’t charge one and our current lease through Chevrolet does not charge a disposition fee eitherShame on them!!! Mr *** also states that numerous calls were never returned… a statement that is also untrueMy husband spoke to Nissan employees on several occasions and on one of those occasions we both went into the dealership together inquiring about a new vehicle and again were told that there were no disposition feesMr *** states that they have “leased thousands of vehicles before and have never had an issue with termination before”I find that statement to also be untrue as the rep from Nissan Motor Acceptance Corp that we originally complained to stated that they get ”calls about this disposition fee all the time” Clearly we are not the first to have this same issue My then husband asked to speak to a supervisorThe supervisor basically told us that if we didn’t pay $they would ruin our good creditFinally the letter they sent us as our lease was nearing the end titled “THE MAIN POINTS OF YOUR LEASE AGGREEMENT” “IN CASE YOU HAVENT HAD THE TIME TO REVIEW YOUR LEASE AGGREEMENT, HERE IS SOME IMOPRTANT INFORMATION ABOUT YOUR LEASE OBLIGATIONS AGAIN” This letter then goes on to list several bullet points of ending the lease and NEVER EVER ONCE MENTIONS A DISPOSITION FEE!!! WOULDN’T THAT BE THE MOST IMPORTANT INFORMATION…THAT I OWE DOLLARS? Again so misleadingI have the letter in my possession for review if neededIs $really worth ruining a good reputation? I have purchased and owned several Nissans and many of my family members have tooI can assure Mr*** that no one in my family will ever do business with them again if this is not corrected and I have always been very happy with the service I received from Nissan before this incident I do NOT want a gift certificate for a car detail I want them to do the right thing and honor their word and waive the disposition fee as it should have never been charged in the first place My next avenue for resolve is social media… definitely not good for a sales based business*** ***
***,
Please respond with the following:
We have been in contact with this Mrs*** to attempt to resolve this complaint in a reasonable conclusionWe understand and will exhaust all attempts to satisfy the customer as we understand customer service is #priority
We are disappointed we could not come to a reasonable agreement before this complaint was filedWe will continue our efforts
Thanks,
*** ***
President
This letter will serve as the written response to your letter dated 11/13/
Response:
As previously stated, customer service is our top priority as we have continued to work with the *** and respond to
every letter written to the Revdex.comWe began our efforts to satisfy the ***’s before communication with the Revdex.comWe
offer to warranty our work as we always have, but the ***’s refused to call our officeIt is a free country, so they can
call or hire whomever they pleaseDespite our multiple attempts to appease the customer, we feel by the tone of the
third response letter from the ***’s, this will not happen, which is their choiceTheir claims do not constitute a
refund
Our response to the ***’s, of what they label as the “issues” they are claiming on page where they feel they are
facts will need enlightenment with truthfulness by Sal's:
We installed the new toilet long before the softenerWe have an account for the condition of their toilet before
it was replacedThe new toilet lead to the water softener installation and presentation of our solutions and
approach to help them, after the toilet installationIf their home inspector said all was fine, we are not certain
why they would call us for a smell issueWe are not certain if the smell was noticeable during their home
inspection
The copy of the inspection is not providedThe inspector said fully functioning according to the ***sBut we
are confused if this is “functioning” in their terms with the smell or without
Manufacturer has confirmed that the system is installed correctly and will confirm this in any forumThe claim
is baseless
They signed a contract, whether it be times or times, we honor our warranties and workmanshipAll visits
were not to “fix”
Same response, see item #
We definitely stand behind the ManufacturerIf they feel it is not working, they should allow us to confirm that
and proceed with our assessment and possible warranty workThey have always been invited to call but still
have notThey have refused our help which is their right to do so
Page of
In addition our response to the ***'s response regarding the appeasement attempts that were not viewed as
attempts will need enlightenment with truthfulness by Sal's:
The system needs additional items not quoted, which they needThey may just need the well shocked
Not trueHomeowner simply did not want to do thisWe offered
Still $1,step to solve and yes, this was to appeaseWe don't consider this cheap and this is a gesture of
good will
Outright falseCan verify with the manufacturer under oath if necessary
SNot trueThis was offered before the first Revdex.com letter
They signed a contract, whether it be times or times, we honor our warranties and workmanshipThe
system needs to be shocked or a chlorinator by us or someone elseEither way, additional expense is needed
whether they pay us or another, what is the difference
In most cases, a chlorinator is not neededHindsight is 20/It is clear that they need one after the initial
efforts have been exhaustedMost customers appreciate this approach to doing business
Again, listed below are the customer service past attempts to appease the ***s:
Complimentary visits to their home at no charge to educate the ***'s on how to use the system
Assisted with potassium treatment that is homeowners responsibility at no charge
Installed an $1,air injector tank at no charge
Explained the safety significance of verifying the well is a dedicated well for only their home by a city official
Offered a chlorination treatment to the well, after city verification, at no charge
Offered personal follow up from *** to appease the customer
Offered to install an automatic chlorinator at a separate charge, if the chlorination treatment of the well does
not suffice as it is not our policy to “up-sell" on something that may not be needed
We will not be refunding any money as what has been installed is new and properly installed and cannot be resold
Adding a chlorinator is needed by us or another company, which we have confirmed can be done using the existing
systemWould they have paid for the chlorinator if they did not need it as this is what has been said should have been
done to begin withI believe they would not have as this entire complaint is about a refund and not about solving the
problem
There is not a secretary in the building, particularly one that I have that ”takes my calls"I have never refused a
telephone callThank the ***'s for confirming we are great HVAC company, we have many happy water softener
customers and our Full Service Plumbing Division has also pleased manyWe can provide documentationWe cannot
offer a refund as it is since you and the other opinions confirm a chlorinator is needed
Regarding what *** resolved, *** *** absolutely sided with Sal's Heating and Cooling and they just don't
return the funds without proper verificationSeems they feel it is an open and shut caseI am the only one that can
look into the *** Charge and we don't lie to a customerI am interested to know how the ***'s arrived at this
statement as it is completely falseThere is no truth in their Revdex.com letter*** simply sided with us because we
produced a signed contract and documentationWe will not remove the system as it has been installed correctly and
verified by the ManufacturerAlso, verified they need a chlorinator or the well shocked
The documentation provided along with verbally implied recommendations means very littleAnd yes, the test shows
you need a chlorinatorIt clearly shows "0" chlorine on the *** *** TEST
ln closing, the ***'s need a chlorinator either by us, which they refused or another companyI encourage them to
have another company install the chlorinator or shock the well to the existing water softener systemIt is clear the
***'s feel the only solution is to remove what is paid for and start overThe Manufacturer and Sal's completely
disagree as we have verified a Chlorinator is needed or shock the well by their own documentationWe have placed
Page of
phone calls to confirmThe ***'s have everything they paid for and need additional itemsIf they don't want us in
their home then we cannot help themEither way, someone needs to shock the well or add a Chlorinator to this system
and would be an additional expenseWe pride ourselves with great customer serviceI have yet to receive a phone call
back*** never hung up on anyoneIf that took place, she would be terminated immediatelyPlease accept my
apologies, hopefully this ends with another company adding a chlorinator or shocking the well, but we are fully prepared
to support any means needed to prove our caseIn addition, the defaming statement that Sal's is not a reputable
company is not true and legally should not posted because this is not factual and could result in Sal's to seek damages
legally
Please call our office *** with the answers needed that are mentioned in our letter as previously requested
In light of the fact that this is our third attempt to cooperate with the BB8’s request to resolving the matter without
success and in conjunction with the nature of the questions shifting in between each correspondence, any future
correspondence related to the *** matter must be directed through our legal representative *** *** * ***
at ***
Thank you in advance,
*** ***
Sal's Heating and Cooling, Inc.*** ***
Page of
Business response also copied and pasted below by Revdex.com staff 10/31/14.
October 30, 2014
This is a response for complaint [redacted].
I personally called Mrs. [redacted] and explained that this is the first I have...
been notified of this complaint.
I explained to Mrs. [redacted] that sometimes with a motor beginning to fail it causes undue strain on the
capacitor and normally we change both components the capacitor and the motor itself to assure this
does not happen again. She wanted me to say what she felt, that we should have only changed the
capacitor to get her by which I guess we could have but really both should be changed. We have come
to a reasonable agreement of splitting the cost. Even though I feel We were spot on with the diagnosis as
a gesture of good will and customer satisfaction as we at SaI’s Heating and Cooling rip nobody off, and
that we are in the business of fixing items permanently and not temporarily. I hope her furnace stays
running forever but if it fails I offered to repair the motor at a discounted price for her inconvenience.
Thank you,
[redacted]
President
SaI’s Heating and Cooling, Inc.
11701 Royalton Road
North Royalton, OH 44133
October 30, 2014
Dear [redacted], I am in receipt of your letter with regard to a complaint filed with your office with an assigned ID of [redacted] The following is our response with the facts as we know them. The customer referenced in the letter leased a new Nissan Rogue thru Nissan...
Motor Acceptance Corporation with Mike Barney Nissan being the facilitator of the lease, on 6/21/2011. The customer mentions that when they asked the salesperson if there would be a disposition fee at the end of the lease, the salesperson said no, there would be no disposition fee. I cannot vouch for what was discussed between the customer and the salesperson as I wasn't present during the conversation and the salesperson involved with this transaction is no longer employed here. However, every member of our sales department is trained to explain every aspect of the contract, including all payments, fees, rebates etc. There is nothing gained by hiding a disposition fee on our cars as 95% of all manufacturers charge them anyway and Nissan has one of the lowest disposition fees in the industry! Also, the salesperson doesn't have the last word because the Finance Manager is the dealership employee that ultimately gets the customer's signature on the contract. All terms and conditions are discussed with the customer by our Finance Managers who are trained to not only properly disclose such information but, also to review line by line each detail of the lease contract as well as all other pertinent information related to the transaction. I am in possession of the copies of this lease transaction with Nissan Motor Acceptance Corporation, and will gladly forward them to you. I would particularly like to draw your attention to page 1 with the box referenced as "Federal Consumer Leasing Act Disclosure Box".
In the center of the page in LARGE print it says, "Disposition Fee If You Do Not Purchase The Vehicle" and discloses a fee of $395.00. This fee is plus 8.75% tax which is equal to the $429.56 as referenced by the customer in their complaint. As you will see, this disclosure is prominently displayed in the center of page 1 of the contract, not hidden at the bottom in small print. As to the customers question with regard to if they were to buy a new Nissan, would this fee be waived? There are numerous options at the end of a Nissan lease whereby the customer is relieved of the $395.00 disposition fee. lf the customer leases or purchases another new Nissan, Nissan always waives the disposition fee. As well, if the customer elects to purchase the current lease vehicle from Nissen Motor Acceptance Corporation, the disposition fee will be waived also. Along with the above scenario's, there are many cases where the dealership is willing to purchase the vehicle off lease and therefore the disposition fee is waived. According to our records, our internet sales representative spoke briefly with the husband of this customer on 6/26/2014 as they were curious about Nissan's pull-ahead program which we guessed would be starting in about a month. Once Nissan announced the lease loyalty program, we called back and left messages on 8/2/2014, 8/21/2014 and 9/13/2014. We wanted to explain all the different end of lease options to the customer as well as to determine the customer's automotive needs so we can better assist them in determining which alternative would be best. Unfortunately, we were unable to discuss the lease end options with this customer as our numerous calls were not returned. As to the customers interactions with the person who did the visual inspection of their lease turn in, these lease turn in inspectors are "third party" contractors who are hired by Nissan Motor Acceptance Corporation to inspect the vehicle for damage(s) as well as excess wear and tear to determine if any such charges are applicable and if so, how much the charges will be. These "third party" inspection companies in no way speak on behalf of, nor do they represent this dealership in any way! Any discussion between them and the customer is in no way a representation of this dealership. In closing, I would like to say that this dealership prides itself on our reputation and we try to completely satisfy every customer we come in contact with. Since this customer leased their Rogue, we have leased more than 3000 vehicles, and thousands BEFORE they leased their Rogue and we have never had an issue with a termination before today. That being said, we also understand that from time to time, miscommunications DO happen and we always try to assist in some fashion. As a gesture of our sincere apology for the misunderstanding, we would like to offer a certificate for a complete professional detail of their new vehicle (a $100 value), even though they are no longer driving our product. It can be used whenever they wish.
Thank you for bringing this situation to our attention. Please contact me if I can be of any further assistance. Sincerely, [redacted]
Business responded to complaint. See attached.
Business response also copied and pasted below by Revdex.com staff 11/11/14.
November 10, 2014
[redacted] ...
[redacted]@cleveland.Revdex.com.org
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
RE: Complaint No. [redacted] to Revdex.com 1115114, received 1117114
Dear [redacted],
This letter will serve as the written response to your letter dated 11/06/14.
Response:
Mr. [redacted] provided pictures of a very nice Humidifier and Furnace install. He did NOT provide pictures of these water
lines connected to the old unit and there is no evidence that this issue was caused by Sal's Heating and Cooling, Inc. The
policy and procedure for this homeowners claim is to go through the home owners insurance for a thorough
investigation and analysis, as previously explained to Mr. [redacted]. Instead, he writes to the Revdex.com even after I asked to
keep this private. The plastic lines for the time period of the Humidifier were not available and were not used. We did
not cut these lines in any fashion. If these lines were cut and leaking I am unclear of why this would not have been seen
during the final inspection with the home owner before payment. They were not leaking then and I am unclear why they
would leak long after we left.
To date, Mr. [redacted] has not responded to my attempt to resolve the issue by capping the line for him as a
complimentary service, even though it does not fall under the responsibility of Sal's Heating and Cooling.
Mr. [redacted] has also not complied with standard procedure to investigate the matter properly. Simply asking me to
write a check without the insurance conducting an investigation is meant to benefit himself, without proper due-
diligence that our company is entitled to.
We have done our internal investigation and have concluded that this is not our error and don't just write a check for
any “assumed” fault by the customer. The procedure is to call your insurance company for a proper analysis, then they
will determine who is at fault and will handle it from that point.
Our company will take responsibility when we are rarely at fault. He claims this has been leaking for weeks and he just
now noticed it and he just “happen” to have a contractor on site to quote the basement remodel job he was going to
have done anyway. This is all well and good but we have a disagreement.
The indicated line is a line that may connect to a water softener, not the furnace, air conditioner, or humidifier. Sal's
Heating and Cooling did not cut the existing water lines in question for this.
Page 1 of 2
Proper procedure is what I suggested and this needs to be done before anything can be settled. His insurance company
will take care of this for you and seek out who is at fault.
I am very sorry this happened but procedure and policy must be followed. Yes, we have a great reputation and I do for a
reason. I will respond to any false accusations starting here with the Revdex.com.
Mr. [redacted], thank you and keep us in the loop of the claim you need to file with your insurance company.
Thank you in advance,
[redacted]
Sal's Heating and Cooling, Inc.
(440) 582-4748
Page 2 of 2
This letter will serve as the
written response to your letter dated 11/04/14.
Response:
This is the third written
complaint regarding lack of service and inoperable equipment installed by Sals
Heating and Cooling (SALS). Mr. [redacted]
has responded to our first two complaints by repeating many of his previous
statements without addressing the concerns and facts listed in the complaint. Instead, Mr. [redacted] choose to copy and paste
from his first response without doing research or taking the time to review our
case in full detail. BOTTOM LINE – A water
softener system is supposed make your water soft, our water is hard (see test results). A water softener system is suppose to run,
ours does not. It is NOT and has NOT
worked.
There are a lot of issues with
SALS, but here are the facts:
1.
We hired SALS
to remove the smell of sulfur from our house.
SALS advised that the smell of sulfur would be removed by installing a
new softener system.
2.
SALS removed
the functioning water softener system from our house (the house was fully inspected
during our home purchase in May – no issues with the water softener system were
reported. We only agreed to replace the
water system because SALS told us that was the cause of the sulfur smell).
3.
[redacted]SALS
installed the system incorrectly and it has NOT been working for 3 months.[redacted]
4.
SALS
attempted to fix the system approximately 7 times without success
5.
We have asked
SALS for a full refund and to remove the broken/non-working/incorrectly
installed system.
6.
SALS has
refused
To address Mr. [redacted]’s list of
services SALS claims to have done to appease us:
1.” Complimentary visits to their
home at no charge to educate the Tyrrel’s on how to use the system.” - The visits to our home were an attempt by
SALS to fix a non-working system
2. “Assisted with potassium
treatment that is homeowners responsibility at no charge.” – This was a service
SALS conducted in an attempt to fix the non-working system
3. “Installed an $1,800 air injector tank at no
charge.” – This was an attempt by SALS to fix the non-working system.
4. “Explained the safety significance of
verifying the well is a dedicated well for only their home by a city official.” - This service did not occur
5. “Offered a chlorination treatment to the well,
after city verification, at no charge.” – This service occurred after we asked
for them to remove the non-working system.
This still does not fix the non-working system.
6. “Offered personal follow up from Sal to
appease the customer” – We have allowed SALS to attempt to fix the system over
7 times, no all we need is the system removed and our money back.
7. “Offered to install an automatic chlorinator
at a separate charge, if the chlorination treatment of the well does
not suffice as it is not our policy
to ”up-sell” on something that may not be needed.” – We have non-working water
softener system installed by SALS, we do not want to hire them for a separate job
when they cannot provide us with a working product to begin with.
To address Mr. [redacted]’s comment
that our sinks, toilets, bathtubs “were showing signs of staining from the
first visit to their home.” We purchased
new toilets etc for our home after the
system was installed and the new appliance have stains from the non-working
system.
To address Mr. [redacted]’s evaluation
of our quotes from other companies, yes other companies are recommending
an "Automatic Chlorinator” in
addition to replacing the non-working water softener system installed by SALS. We have not “changed” our mind. We do not stand anything to gain by asking
for SALS to remove a non-working system except our money back. What we don’t understand is why SALS refuses
to remove an non-working system. We would
like our money back. We don’t get
anything out of living with horrible water for 3 months,. IF the system was actually working we would
keep it, but it does NOT work. The water
is HARD…NOT soft. Four separate reports
now have shown the water softener system is NOT doing its job. We would like SALS to remove it and give us
our money back.
Mr. [redacted]’s comment that “The
manufacturer representative said he would talk until blue in the face that the
current system as it is, is properly installed and” is a perfect example to
show that all SALS is doing to talking!
The equipment does NOT work. A
water softener system is suppose to use a couple of bags of salt each month, our
salt has NEVER been touched nor has the tank required us to refill the salt,
because the system is not even cycling.
It is really sad that they are standing behind their system when it 100%
obvious the system does NOT work
I am glad to hear that SALS policy
is not to “hang up” on customers, however that is what happened. I can only hope that Mr. [redacted] goes back to
his “monitored” phone calls and listens to the call on October 2, 2014 so that
he can hear [redacted] hung up on [redacted]. Please
listen to the phone call before responding next time. We left numerous messages with you secretary
and we are certain you got at least one of them because your response was that
we would not get our money back and if we wanted the system removed we would be
responsible to pay for it. You refused
to talk to Benjamin personally and told your secretary to relay the message. Mr. [redacted] keeps priding himself and the
company for being around for 40 years, well congratulations Mr. [redacted], but
your company has poor customer service and should stick to heating and
cooling. Obviously SALS should not and I
hope will not continue as a business dealing with water.
We would love to talk with you if
your plan is to refund the money and remove your non-working system. We have no interest talking with you about
purchasing services or products from you.
Mr. [redacted] said the system” needs
to be maintained consistently” and we agree but it needs to work first! It does
NOT work!
Again Mr. [redacted] did not look into the credit
card issue, if he had he would see we are only seeking money for the
non-working softener system., not as he keeps stating. We requested $3,100 not the $4,500 they
charged us for other services. However,
should SALS continue to lie and insist that supplied us with a working system
without refunding us the money or removing the system, the truth will come out
via the Revdex.com or via court.
We still hold the opinion that
SALS is NOT a reputable company and it IS illegal that SALS is trying to get
away with selling us a broken non-working system.
Our position, is to wait for SALS
to contact us to schedule a date to remove the system from our home and to
refund our money. SALS keeps saying they
are willing to appease us, but they refuse to remove a non-functioning system
from our home. SALS, if you would like
to make the situation right, just remove the system and refund our money.
This letter will serve as the written response to your letter dated 10/23/14.Response:The [redacted]’s contracted Sal's Heating and Cooling to install a water softener system, gas lines and a 50 gallon waterheater. The gas lines and 50 gallon water heater is apparently not in this dispute but it...
appears that they want a fullrefund on all of the items installed and keep the 50 gallon water heater and gas lines at no charge. The water softenersystem was installed completely with minor adjustments with complete confirmation and approval from the Supplier.The [redacted]s are not available by phone regularly, and do not return phone calls promptly, or on vacation, which is theprimary reason for the delayed service dates mentioned in the complaint. They are very difficult to get a hold of.Our company would not be around for 40 years if we were not competent. That said, we have made many efforts toappease and satisfy the [redacted]s with their water issue. Well water, in general, does not become treated without the useof chlorine, which we are not able to treat until the [redacted]s confirm that the well is for their home only and not acommunity well with multiple households using it. [redacted] agreed to find out the answers from the city, but hasnot gotten back to us as promised. Sal's Heating and Cooling has asked this along with a reason for the meter on thewell itself, without reply. [redacted] said he did not know why the meter was there, but would find out. In light ofthe fact that we need to get the answers in order for our company to move forward with a complimentary treatment,which Nate Adey agrees — representative from the water softener supplier who visited their home.The well water condition, in general, is a condition that Sal's Heating and Cooling did not generate. We can only assistwith softening the existing water with a softening system as the source of water is the reason they have issues, notbecause of the equipment. This system needs to be maintained consistently as we install the unit and maintaining theunit is a separate service. Mr. [redacted] was not willing to add the potassium required to maintain the unit. Sal's Heatingand Cooling cannot guarantee removal of smell, as the water quality is different in each application. Multiple steps canbe taken to reach the end goal as explained. We never implied that the system would resolve all issues with their water.The installation of the water softener was the initial step to reach the end goal. In most cases, the softener is all that isneeded. Without treating the well (a separate service), we cannot exhaust all of our efforts to treat the water, which is amulti-step process. Again, due to the condition of the water, another step is required, but we will do this at no charge tosatisfy the customer as previously stated to them directly. We have already installed an $1,800 air injector tank at nocharge. This step usually, in most cases, removes the smell. We want them completely satisfied and to reach our endgoal.p.2The last contact with the [redacted]'s was in regard to the pending confirmation of the well- if it is an individual well-"solely for the property" and the reason for the meter attached to it, we have not heard back after multiple calls tothem and we also assumed they did not have any remaining issues.After we receive confirmation from the [redacted]'s that the well is solely for their property and the reason for the meterfrom the local municipality, they can gain authorization to begin treatment of the well by chlorinating the well itself,which may help with their water issue. The water softener representative will assist with the treatment, which he is in agreement that this may resolve their water smell issues. The water will not be accessible for 24 hours. I personally called yesterday to touch base and left my personal cell phone for them to call anytime, but again, did not receive a callback as of yet.The [redacted]'s have proceeded to dispute the credit card, which will be addressed in detail under a separate cover andaction. The solution of a refund mentioned in this complaint would be duplicated with the actions they have already taken with the credit card. The hot water tank and gas lines are not in dispute, but yet they have included it with the amount they are requesting and from the credit card company and Sal's Heating & Cooling, which again, duplicatesthe settlement with an amount , which is not valid.Our position, is that we wait for confirmation on the well and meter from the [redacted]'s and will be happy to assist to reach the end goal. In the event treating the well with chlorine shock treats the smell, it may need to be maintainedwith an automatic chlorinator system which is outside of the original scope of work agreed. We will not be removingthe system as we have fulfilled the contract. The water softener is installed in the home and is fully functioning.Please call our office [redacted] with the answers needed that are mentioned in our letter as previously requested.Thank you in advance,[redacted]Sal's Heating and Cooling, Inc.[redacted]
Business response copied and pasted below by Revdex.com staff 10/27/14.
October 25, 2014
[redacted]@cleveland.Revdex.com.org
Revdex.com, Inc.
2800 Euclid Avenue, 4“ Floor
Cleveland, OH...
44115
RE: Complaint No.[redacted] to Revdex.com 10121114
Dear [redacted],
This letter will serve as the written response to your letter dated 10/22/14.
Response:
[redacted] begged Sal's Heating and Cooling to perform work outside the scope of our trade, threatening public
complaints before any work was started. [redacted] misrepresented his project to our company, and after further
begging multiple times, we did the job anyway to satisfy the customer. It turns out that [redacted] appears to write bad
reviews as a hobby using copy and paste method with full intent to defame businesses that he deals with whether they
perform or not and then proceeds to “hide”. [redacted] is not truthful with the series of events in this complaint.
[redacted] needs to man up and tell the truth is that possible? The job [redacted] misrepresented to our office was to
change a valve which the coupon would cover. Before even the job was explained by him to us, he threatened to write a
bad review, RED FLAG!!! He never mentioned this was a Jacuzzi Tub. If he did, he knew full well the discounted coupon
would not apply. I am quite sure, as the coupon explains this. We are great plumbers as this is why we still got the job
done and have far more great reviews than anyone in this city. I think this is a hobby for [redacted]. Why would [redacted] need to
reiterate if he did not have a hidden Agenda? We don't need to see the job with [redacted]'s description of a simple valve.
Once as [redacted] says, he finally got his call (in the time frame promised and described in full detail in the coupon) at 3pm, It
is then he springs it on us it is a Jacuzzi tub. I [redacted] took the call right away as I seen a potential problem as it is clear this
guy has a hidden agenda. He has copied and pasted this NON-SENSE everyplace he can. He was going to do this cowardly
act even if we set off bells and whistles and told him he won a million bucks! I have called him and he will not speak to
me as he never has time yet he has time to copy and paste the same garbage wherever he can that helps nobody. I am
not sure of his motive but we are a 40 year company and I assure you the many happy customers will bury this internet
bully. I am a man and men work it out and not hide behind the PC. [redacted] are you man enough? You don't sound like it.
You never demanded to speak to me, I spoke to you voluntarily and now when I call to speak to you about this review
you hide and don't have time. You said if it took longer than 2 hours you would pay but not be happy. If it was so basic
why did you need a plumber? We wanted to make sure you knew this could be difficult and we wanted to be upfront
about the additional charges if we sent the workers out. We never threatened to not send workers only to warn you that
we are not a dealer for your tub and maybe not the right company for the job. I am not sure what to say here, should
we hurry up and do a bad job? I did not want to send workers because of being qualified not because of fear of a bad
review, BS! [redacted] you BEGGED me to do this job even though I said we were not a Jacuzzi dealer. I told you to get a
refund and hire one that is. It was almost like you were not hearing me. I all but informed you that we would ruin your
tub and you did not care. Please come out please, please, please. This is why I said sign the waiver and we will give it a
try. I am not sure why [redacted] was so insistent, he could call any Jacuzzi dealer but after being so unhappy and he still
BEGGED us to come. Only to write this garbage when we helped him out. We probably saved him $500. I am a sucker
p.2
for helping people. I should have gone with my gut and cancelled the call it would have been a bad review no matter
what at least he would not be able to use his tub and I would have got the gratification he paid full price. Sounds like
the techs did a great job as you barley touch on any of the work performed, Customer service? I called you 3 times now
to be snubbed as I believe you set us up to fail. [redacted] we don't want to come to your house ever again as you the
customer is not truthful. Since you elected to ignore my request to work this out. My next attempt to contact will be
unavoidable. I hope your attack and crusade on my company will be worth it as I mover forward with my own way of
protecting my company and reputation.
This letter will serve as a cease and desist of further false internet reviews of Sal"s Heating and Cooling and Affiliates.
Thank you in advance,
[redacted]
Sal's Heating & Cooling, Inc.
(440) 582-4748
Consumer sent further clarification to their rejection:
The first attachment is an official record we received from [redacted] stating the system does not work. If you review the comments section, it shows the system was incorrectly installed and not working.
The [redacted] attachment shows the test results conducted by [redacted] with a water hardness level of 25, if you look at the note under number 1, it states we need a new water softener system. Dave verbally told us, physically showed us, and then provided test results to show the system was not working.
The email attachment is from [redacted], showing the test results they conducted. They show a water hardness level of 20 on September 11, 2014.
In regards to the [redacted] Credit Card dispute. We received a letter from [redacted] showing we asked to be refunded $3278.44 (see second email for attachment). SALS disputed this refund and the money has been given to SALS. The SALS charges attachment, shows that SALS charged us $4528.44 for a new water softener, new hot water tank, and installation of gas lines. If you see SALS hand written notes under #2, the last sentence, SALS was going to charge us $3456.00 plus tax for a new water softener system and installing gas lines without the hot water tank. Thus, minus the cost of installing the gas lines, we believe the cost of the water softener system to be $3278.44 (the second payment we made to SALS – see payment receipt). As such, we have asked for that amount back from [redacted] to cover the cost of the non-working water softener system, not for a refund of the hot water tank and gas lines totaling $4528.44 as SAL has suggested.
[redacted] letter showing the amount requested to be refunded will be attached in a second email.
Please let me know if you cannot read one of these attachments or something does not go through. Again, we truly appreciate your assistance with this issue and hope to have it resolved soon.
[redacted]
This letter will serve as the written response to your letter dated 10/29/14.
Response:
As previously stated, the [redacted]’s contracted Sal's Heating and Cooling to install a water softener system, gas lines and a
50 gallon water heater. Despite our multiple attempts to appease the customer, we feel by the tone of the response
letter from the [redacted]’s, this will not happen.
Listed below are the customer service past attempts to appease the [redacted]s:
1. Complimentary visits to their home at no charge to educate the [redacted]’s on how to use the system.
2. Assisted with potassium treatment that is homeowners responsibility at no charge.
3. Installed an $1,800 air injector tank at no charge.
4. Explained the safety significance of verifying the well is a dedicated well for only their home by a city official.
5. Offered a chlorination treatment to the well, after city verification, at no charge.
6. Offered personal follow up from [redacted] to appease the customer
7. Offered to install an automatic chlorinator at a separate charge, if the chlorination treatment of the well does
not suffice as it is not our policy to ”up-sell” on something that may not be needed.
We pride our company on ”no-up sale ” or high pressure practices, which is why we are our company's motto is ”NO-
NONSENSE.”
Our water softener system assessment is a multi-phase process, as previously explained. We will never push a sale on a
consumer for something that may not be needed. Our company would not be reputable and strong for 40 years if we
were not competent. The sinks, toilets, bathtubs were showing signs of staining from the first visit to their home. This
has been an ongoing, pre-existing condition at their home with their previous water softener system before Sal's was
hired. [redacted] agreed to find out the answers from the city, but has not gotten back to us as promised before
they began disputing the installation. Sal's Heating and Cooling has asked this along with a reason for the meter on the
well itself, without reply. [redacted] said he did not know why the meter was there, but would find out. In light of
the fact that we need to get the answers in order for our company to move forward with a complimentary treatment,
which Nate Adey agrees — representative from the water softener supplier who visited their home. The multi-phase
assessment was at a halt as it could affect other residents. The only time we learned that the well is not a community
Page 1 of 3
well was in the 2nd Revdex.com letter dated 10/29/14 — a self-assessment by the [redacted]'s, which was not verified by the city
officials, as required for our company to move forward with the complimentary chlorination of the well as stated in our
previous correspondence.
After viewing the 2 page quotation from [redacted], it is clear they are recommending the same type of system
we have already recommended to the [redacted]'s — an "Automatic Chlorinator." That said, it is deemed to be unreasonable
to engage in a signed contract, change your mind on the contract that was signed, "un-install" a system, and get full
refund and then engage in the same type of system from another company.
The photographs appear to be a self-assessment by the [redacted]'s. Please note: The manufacturer representative said he
would talk until blue in the face that the current system as it is, is properly installed and a chlorinator can be added by us
or anyone qualified with the current set up. [redacted] quoted $2,826.25 for a chlorinator to be added and we
would attempt to do it at cost of approximately $1,000.00. Unfortunately, maintaining a home has unexpected costs at
times.
While, the claims of "hanging-up" are bizarre, It is not our policy to "hang up" on anyone calling and do not believe this
is true as all calls are monitored. Our company would not be around for 40 years if we were not customer service
oriented. Our complimentary visits to their home echo that. Our phone lines are reliable at our business. [redacted]'s personal
email is listed on all websites, all phone calls are relayed, which I have no messages from the [redacted]'s. [redacted] is very
reachable at all hours of the day, by multiple methods of communications; specifically for any customer that may feel
the need to contact me personally for an urgent matter. I personally called 10/24/14 to touch base and left my
personal cell phone for them to call anytime, but again, did not receive a call back as of yet, 10 days later, which
confirms the attempt to publically defame.
The well water condition, in general, is a condition that Sal's Heating and Cooling did not generate. We can only assist
with softening the existing water with a softening system as the source of water is the reason they have issues, not
because of the equipment. This system needs to be maintained consistently as we install the unit and maintaining the
unit is a separate service. Mr. [redacted] was not willing to add the potassium required to maintain the unit. Sal's Heating
and Cooling cannot guarantee removal of smell, as the water quality is different in each application.
After we receive confirmation from the [redacted]‘s that the well is solely for their property and the reason for the meter
from the local municipality, they can gain authorization to begin the treatment of the well by chlorinating the well itself,
which may help with their water issue. The water softener representative will assist with the treatment, which he is in
agreement that this may resolve their water smell issue. The water will be not accessible for 24 hours.
The [redacted]s have proceeded to dispute the credit card, which will be addressed in detail under separate cover and
action. The solution of a refund mentioned in this complaint would be duplicated with the actions they have already
taken with the credit card. The hot water tank and gas lines are not in dispute, but yet they have included it with the
amount they are requesting and from the credit card company and Sal's Heating and Cooling, which again, duplicates
the settlement request with an amount, which is not valid. In addition, the defaming statement that Sal's is not a
reputable company is not true and legally should not posted because this is not factual and could result in Sal's to seek
damages legally.
Our position, is that we will wait for confirmation on the well and meter from the [redacted]'s after they contact the city and
will be happy to assist to reach the end goal. In the event treating the well with chlorine shock treats the smell, it may
need to be maintained with an automatic chlorinator system which is outside of the original scope of the work agreed.
We will not be removing the systems as we have fulfilled the contract. Sal's is willing and able to continue to appease
the customer. The water softener system is installed in the home and is fully functioning as verified by the Supplier that
visited the home. If they want another company to install the chlorinator, we have confirmed it can be added to this
Systems that the Kinetico 2060f Sulfar Guard System is, in fact, a (elaborate name) chlorinator and can be added to this
system or generally any other for that matter.
Please call our office [redacted] with the answers needed that are mentioned in our letter as previously requested.
Thank you in advance,
[redacted]
Sal's Heating and Cooling, Inc.
[redacted]
RE: Complaint No. [redacted] to Revdex.com 07/25/14
Dear [redacted],
This letter will serve as the written...
response to your letter dated 07/28/14.
Response:
Mrs. [redacted] approached us with a competitors Air Conditioning Estimate but did not want the competitor to do the job, even though the competitors estimate was substantially less with an extended warranty, Sal’s Heating and Cooling matched the price and gave $100.00 extra, as promised. Today, they are still fishing around for further discounts. The events in question were not caused by Sal’s Heating and Cooling, Inc.
The only issue, if an issue at all, was the condensing unit was not level due to natural ground settling of the unit. This is a natural effect and typical for our company to come out, as standard procedure after the settling occurs and level the unit at a later date, which is the case here. Our standard procedure was followed. This complaint was taken care of within 6 days of the phone call, which standard procedure is within 12 months.
As far as scratching the concrete basement floor and the painted over dented freezer viewed by pictures, the extremely experienced installation crew adamantly deny that these events occurred. It appears these happened prior to our visit.
As we protect all floors from damage with shoe booties, tarps and white glove treatment. Our techs have never had a complaint.
For anyone who has children, as do I, a child puts many things in their mouth, we, as parents, have a responsibility to make sure they don’t. I am not sure how a child can choke on something that cannot be found.
We consider this matter closed as no further discounts are entitled.
Thank you in advance,
[redacted]
Sal’s Heating and Cooling, Inc.
(440) 582-4748.
I would like to inform you that Sals heating amd cooling and I came to a resolution that we are both satisified with. I appreciated hearing from the owner himself on the matter.
Thank you
[redacted]
Consumer response taken over the phone by Revdex.com staff 10/31/14. They were happy with the resolution offered by Mr. [redacted] and consider the matter resolved.
In response to the letter submitted to the Revdex.com by [redacted] on 10/25/2014:
The first line of Mr. [redacted]’s response is incorrect; we
contacted SALS to fix the sulfur smell coming from our water, not for a water
softener system. Upon SALS inspection of
our water and the system, SALS advised we NEEDED a new water softener system
and a new hot water tank. SALS said that
a new softener system would fix the sulfur smell in addition to fixing
the other water problems (ie iron, harness, etc.). After SALS installed a new softener system
and hot water tank, numerous trips to our residence (approximately 7),
conversations with the manufacturer, and three (3) inspections with other
companies, we are disputing SALS installation and system. We are not directly disputing the hot water, however
it was through SALS that we were told we NEEDED a hot water tank in order to make
the sulfur smell disappear (an up sale by SALS). Additionally, we are not disputing the gas
lines, but simply listed the lines to show all work we hired SALS to do.
The second paragraph of Mr. [redacted]’s response is out right
FALSE! They have not made any effort to appease
and satisfy us with our water issue. If
they had, after more than seven (7) visits to our home, numerous phone calls to
SALS, and us BEGGING to have SAL give us a phone call, we would not have had to
turn to the Revdex.com to FINALLY get a response.
Mr. [redacted]’s suggestion that well water cannot be treated without the
use of chlorine was NEVER discussed with us (see attachments of recommendations
on what SALS said WOULD fix the sulfur smell - there NO mention of using
chlorine). We have also maintained that
the well was not a community well and for Mr. [redacted] to suggest that SALS was
waiting on a response from us is a plain LIE.
SALS has never expressed interest in supply us with a “complimentary
treatment” of our well and in fact, Mr. [redacted] told his secretary that he would
NOT call us back and we were hung up on the last time we tried to call.
In Mr. [redacted]’s third paragraph, he said SALS would “assist with
softening the existing water with a softener system as the source of water is
the reason we are having issues, not because of the equipment.” Why they were we sold a water softener system
and hot water tank, if the “equipment” would not fix the water (up sale or incompetence?).
Second, if the new water softener system installed by SALS is suppose to make
the water soft, why then do we have the same harness in our water before and
after it “runs” through the softener system installed by SALS? The reason, it DOES NOT work and was
installed INCORRECTLY (see attachment of photo of improperly installed
equipment)! As mentioned in my previous
complaint, three (3) other companies ALL advised SALS system was NOT working
and was installed INCORRECTLY.
SALS again lied about the last contact with us, as phone
records will show we made multiple calls to SALS with NO calls back, SALS did
NOT attempt to contact us and the last phone call – we were HUNG UP ON!!!
Mr. [redacted]’s fourth paragraph indicates he called on
10/24/2014 and is waiting our response. This is correct, this is the FIRST and
ONLY time Mr. [redacted] called us and it was ONLY because the truth was put on Revdex.com
and he is trying to convince other buyers that SALS is a reputable company, which
they are NOT.
Due to SALS poor customer service and unwillingness to fix
the equipment, we disputed the credit card charges for $3100 the amount of the
water softener system minus the hot water tank and the gas lines, not as Mr.
[redacted] has suggested. If were disputing
the hot water tank and gas lines, we would have asked the credit card company
for the full amount of $4,528.44.
Instead, we wish for SALS to refund the money and to remove the non-working
water softener system, as previously requested.
We DO NOT want SALS service inside our house as we have
already suffered enough problems and issues with them. Additionally, knowing
that SALS will make up lies to obtain customers, we do NO T trust them to
attempt to “fix” their broken system for the 8th time. We have been
dealing with this issue for over three (3) months and do not wish to drag it
out any further with more mistakes and empty promises. We simply wish to obtain our money back so
that we can use a reputable company to fix the water issues.
We find it completely distasteful that after all of this,
SALS is suggesting that we hire them for additional work to install an
automatic chlorinator system – a new claim by them as to what will fix our
problem. SALS does not know what will work. First they advise a water softener
will fix the issues, second they say we need to chlorinate the well, and now
they suggest an automatic chlorinator system….clearly they do not know what
they are doing and are looking to make more money meanwhile unable to provide a
working system.
Finally, in Mr. [redacted]’s very last sentence, he shows he is
unfamiliar with his company and clients.
He suggested “the water softener system installed in our home is fully
functioning,” however if he ever came to our house, read the reports from other
companies, talked to his employees, or cared before this Revdex.com report was filed,
he would see that the system DOES NOT function at all!
A default letter is provided here which indicates your acceptance to
have the complaint be handled through Arbitration.
Revdex.com:
I would like my complaint ID [redacted], to be handled through
an Arbitration hearing with Revdex.com.
Regards,
[redacted]
[redacted],
I presented the job correctly to your scheduling team;
I provided details that I needed to replace a Jacuzzi tub faucet that required
soldering. This was explained once
before the promotion was purchased and a second time when I scheduled the
appointment. I was told “If we couldn’t
complete the job in 2 hours we aren’t very good plumbers”. The job did not require any work on Jacuzzi
functions, jets, lines or controls of the Jacuzzi tub. Just to replace the faucet and “rough in”
that required soldering at the easy access panel on the side of the tub. The
promotion from Living Social has a value of $410.00for plumbing services for
one plumbing item for up to two hours.
Coupon excluded: Excludes boilers,
commercial heaters, commercial water heaters and tankless water heaters and excludes
emergency service. The living social deal would cover this job as a 1 plumbing
job in which I was told you could do it in 2 hours by your employees. Your
website describes your company as Full-Service Plumbing, including faucet
replacement.
I never begged you to come to my house; I asked that you fulfill your appointment that
I was promised and I waited all day for this appointment. “[redacted]” your Operations Manager told me that
he has stopped his technicians from coming to the job. I specifically had
requested to speak to you directly and was told you were in a meeting. [redacted] set
the phone down and never came back to the phone, I called on a separate line
and asked the employee that answered the phone to speak with [redacted], also was told
you were in a meeting. After 10 minutes of holding (total of 30 minutes) you
came to the phone. You informed me that you do not service Jacuzzi tubs and I
need to ask for my money back. The terms and conditions of living social only
allow a credit (NOT A REFUND) once appointment is scheduled. I wasn’t going to
be able to use the money I used for this promotion for another plumber.
Your website promotes your service through Angie’s
List, Home Adviser. It also has a link to
reviews of your company. Do you only want to show the positive reviews and bury
the disappointing ones? Business Owners use these reviews to attract new
customers and if we as consumers do not provide our experience with a company,
what good are these reviews.
The contacts you have attempted to reach me were after
business hours and also not at good time to talk. Once while at a restaurant waiting to eat dinner and a second
time while I was at work. I did not ask for a refund nor ask for additional
assistance. The conversations I had with you consisted of you raising your
voice and threatening to sue me for my reviews. I believe if you talk to your employees that handled
the calls when I called, you will see that I never raised my voice and spoke in
a calm manner to resolve the issue. Your opinion of the situation is inaccurate
and based on incomplete or inaccurate information from your employees. I leave with
a sour taste for the customer service I received. If you had merely apologized
for the misunderstanding and spoke to us appropriately then this would not have
resulted in such a review of your company.
[redacted]
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear belowNovember 8,
Dear ***, *** ***”s response is untruthful, inaccurate and designed to mislead and cover their deceptive practicesThe salesman did in fact tell us that there was no disposition fee or we would not be so blindsided by this now. Mr *** states that “all terms and agreements are discussed by the finance manager” clearly this did not happen eitherOur meeting with the finance manager went something like this… “Sign here, initial here, sign here”Not only was the contract not entirely reviewed line by line but there was NEVER EVER a mention of a disposition fee. Clearly our mistake in trusting the words of the Nissan employees and not reading every word on the contractAlso Mr*** states that “95% of all manufactures charge them anyway” and Nissan has one of the lowest in the industryA statement that is also untrue as we inquired at a Buick dealership about a disposition fee and they don’t charge one and our current lease through Chevrolet does not charge a disposition fee eitherShame on them!!! Mr *** also states that numerous calls were never returned… a statement that is also untrueMy husband spoke to Nissan employees on several occasions and on one of those occasions we both went into the dealership together inquiring about a new vehicle and again were told that there were no disposition feesMr *** states that they have “leased thousands of vehicles before and have never had an issue with termination before”I find that statement to also be untrue as the rep from Nissan Motor Acceptance Corp that we originally complained to stated that they get ”calls about this disposition fee all the time” Clearly we are not the first to have this same issue My then husband asked to speak to a supervisorThe supervisor basically told us that if we didn’t pay $they would ruin our good creditFinally the letter they sent us as our lease was nearing the end titled “THE MAIN POINTS OF YOUR LEASE AGGREEMENT” “IN CASE YOU HAVENT HAD THE TIME TO REVIEW YOUR LEASE AGGREEMENT, HERE IS SOME IMOPRTANT INFORMATION ABOUT YOUR LEASE OBLIGATIONS AGAIN” This letter then goes on to list several bullet points of ending the lease and NEVER EVER ONCE MENTIONS A DISPOSITION FEE!!! WOULDN’T THAT BE THE MOST IMPORTANT INFORMATION…THAT I OWE DOLLARS? Again so misleadingI have the letter in my possession for review if neededIs $really worth ruining a good reputation? I have purchased and owned several Nissans and many of my family members have tooI can assure Mr*** that no one in my family will ever do business with them again if this is not corrected and I have always been very happy with the service I received from Nissan before this incident I do NOT want a gift certificate for a car detail I want them to do the right thing and honor their word and waive the disposition fee as it should have never been charged in the first place My next avenue for resolve is social media… definitely not good for a sales based business*** ***
***,
Please respond with the following:
We have been in contact with this Mrs*** to attempt to resolve this complaint in a reasonable conclusionWe understand and will exhaust all attempts to satisfy the customer as we understand customer service is #priority
We are disappointed we could not come to a reasonable agreement before this complaint was filedWe will continue our efforts
Thanks,
*** ***
President
This letter will serve as the written response to your letter dated 11/13/
Response:
As previously stated, customer service is our top priority as we have continued to work with the *** and respond to
every letter written to the Revdex.comWe began our efforts to satisfy the ***’s before communication with the Revdex.comWe
offer to warranty our work as we always have, but the ***’s refused to call our officeIt is a free country, so they can
call or hire whomever they pleaseDespite our multiple attempts to appease the customer, we feel by the tone of the
third response letter from the ***’s, this will not happen, which is their choiceTheir claims do not constitute a
refund
Our response to the ***’s, of what they label as the “issues” they are claiming on page where they feel they are
facts will need enlightenment with truthfulness by Sal's:
We installed the new toilet long before the softenerWe have an account for the condition of their toilet before
it was replacedThe new toilet lead to the water softener installation and presentation of our solutions and
approach to help them, after the toilet installationIf their home inspector said all was fine, we are not certain
why they would call us for a smell issueWe are not certain if the smell was noticeable during their home
inspection
The copy of the inspection is not providedThe inspector said fully functioning according to the ***sBut we
are confused if this is “functioning” in their terms with the smell or without
Manufacturer has confirmed that the system is installed correctly and will confirm this in any forumThe claim
is baseless
They signed a contract, whether it be times or times, we honor our warranties and workmanshipAll visits
were not to “fix”
Same response, see item #
We definitely stand behind the ManufacturerIf they feel it is not working, they should allow us to confirm that
and proceed with our assessment and possible warranty workThey have always been invited to call but still
have notThey have refused our help which is their right to do so
Page of
In addition our response to the ***'s response regarding the appeasement attempts that were not viewed as
attempts will need enlightenment with truthfulness by Sal's:
The system needs additional items not quoted, which they needThey may just need the well shocked
Not trueHomeowner simply did not want to do thisWe offered
Still $1,step to solve and yes, this was to appeaseWe don't consider this cheap and this is a gesture of
good will
Outright falseCan verify with the manufacturer under oath if necessary
SNot trueThis was offered before the first Revdex.com letter
They signed a contract, whether it be times or times, we honor our warranties and workmanshipThe
system needs to be shocked or a chlorinator by us or someone elseEither way, additional expense is needed
whether they pay us or another, what is the difference
In most cases, a chlorinator is not neededHindsight is 20/It is clear that they need one after the initial
efforts have been exhaustedMost customers appreciate this approach to doing business
Again, listed below are the customer service past attempts to appease the ***s:
Complimentary visits to their home at no charge to educate the ***'s on how to use the system
Assisted with potassium treatment that is homeowners responsibility at no charge
Installed an $1,air injector tank at no charge
Explained the safety significance of verifying the well is a dedicated well for only their home by a city official
Offered a chlorination treatment to the well, after city verification, at no charge
Offered personal follow up from *** to appease the customer
Offered to install an automatic chlorinator at a separate charge, if the chlorination treatment of the well does
not suffice as it is not our policy to “up-sell" on something that may not be needed
We will not be refunding any money as what has been installed is new and properly installed and cannot be resold
Adding a chlorinator is needed by us or another company, which we have confirmed can be done using the existing
systemWould they have paid for the chlorinator if they did not need it as this is what has been said should have been
done to begin withI believe they would not have as this entire complaint is about a refund and not about solving the
problem
There is not a secretary in the building, particularly one that I have that ”takes my calls"I have never refused a
telephone callThank the ***'s for confirming we are great HVAC company, we have many happy water softener
customers and our Full Service Plumbing Division has also pleased manyWe can provide documentationWe cannot
offer a refund as it is since you and the other opinions confirm a chlorinator is needed
Regarding what *** resolved, *** *** absolutely sided with Sal's Heating and Cooling and they just don't
return the funds without proper verificationSeems they feel it is an open and shut caseI am the only one that can
look into the *** Charge and we don't lie to a customerI am interested to know how the ***'s arrived at this
statement as it is completely falseThere is no truth in their Revdex.com letter*** simply sided with us because we
produced a signed contract and documentationWe will not remove the system as it has been installed correctly and
verified by the ManufacturerAlso, verified they need a chlorinator or the well shocked
The documentation provided along with verbally implied recommendations means very littleAnd yes, the test shows
you need a chlorinatorIt clearly shows "0" chlorine on the *** *** TEST
ln closing, the ***'s need a chlorinator either by us, which they refused or another companyI encourage them to
have another company install the chlorinator or shock the well to the existing water softener systemIt is clear the
***'s feel the only solution is to remove what is paid for and start overThe Manufacturer and Sal's completely
disagree as we have verified a Chlorinator is needed or shock the well by their own documentationWe have placed
Page of
phone calls to confirmThe ***'s have everything they paid for and need additional itemsIf they don't want us in
their home then we cannot help themEither way, someone needs to shock the well or add a Chlorinator to this system
and would be an additional expenseWe pride ourselves with great customer serviceI have yet to receive a phone call
back*** never hung up on anyoneIf that took place, she would be terminated immediatelyPlease accept my
apologies, hopefully this ends with another company adding a chlorinator or shocking the well, but we are fully prepared
to support any means needed to prove our caseIn addition, the defaming statement that Sal's is not a reputable
company is not true and legally should not posted because this is not factual and could result in Sal's to seek damages
legally
Please call our office *** with the answers needed that are mentioned in our letter as previously requested
In light of the fact that this is our third attempt to cooperate with the BB8’s request to resolving the matter without
success and in conjunction with the nature of the questions shifting in between each correspondence, any future
correspondence related to the *** matter must be directed through our legal representative *** *** * ***
at ***
Thank you in advance,
*** ***
Sal's Heating and Cooling, Inc.*** ***
Page of
Business responded to complaint. See attached.
Business response also copied and pasted below by Revdex.com staff 10/31/14.
October 30, 2014
This is a response for complaint [redacted].
I personally called Mrs. [redacted] and explained that this is the first I have...
been notified of this complaint.
I explained to Mrs. [redacted] that sometimes with a motor beginning to fail it causes undue strain on the
capacitor and normally we change both components the capacitor and the motor itself to assure this
does not happen again. She wanted me to say what she felt, that we should have only changed the
capacitor to get her by which I guess we could have but really both should be changed. We have come
to a reasonable agreement of splitting the cost. Even though I feel We were spot on with the diagnosis as
a gesture of good will and customer satisfaction as we at SaI’s Heating and Cooling rip nobody off, and
that we are in the business of fixing items permanently and not temporarily. I hope her furnace stays
running forever but if it fails I offered to repair the motor at a discounted price for her inconvenience.
Thank you,
[redacted]
President
SaI’s Heating and Cooling, Inc.
11701 Royalton Road
North Royalton, OH 44133
October 30, 2014
Dear [redacted], I am in receipt of your letter with regard to a complaint filed with your office with an assigned ID of [redacted] The following is our response with the facts as we know them. The customer referenced in the letter leased a new Nissan Rogue thru Nissan...
Motor Acceptance Corporation with Mike Barney Nissan being the facilitator of the lease, on 6/21/2011. The customer mentions that when they asked the salesperson if there would be a disposition fee at the end of the lease, the salesperson said no, there would be no disposition fee. I cannot vouch for what was discussed between the customer and the salesperson as I wasn't present during the conversation and the salesperson involved with this transaction is no longer employed here. However, every member of our sales department is trained to explain every aspect of the contract, including all payments, fees, rebates etc. There is nothing gained by hiding a disposition fee on our cars as 95% of all manufacturers charge them anyway and Nissan has one of the lowest disposition fees in the industry! Also, the salesperson doesn't have the last word because the Finance Manager is the dealership employee that ultimately gets the customer's signature on the contract. All terms and conditions are discussed with the customer by our Finance Managers who are trained to not only properly disclose such information but, also to review line by line each detail of the lease contract as well as all other pertinent information related to the transaction. I am in possession of the copies of this lease transaction with Nissan Motor Acceptance Corporation, and will gladly forward them to you. I would particularly like to draw your attention to page 1 with the box referenced as "Federal Consumer Leasing Act Disclosure Box".
In the center of the page in LARGE print it says, "Disposition Fee If You Do Not Purchase The Vehicle" and discloses a fee of $395.00. This fee is plus 8.75% tax which is equal to the $429.56 as referenced by the customer in their complaint. As you will see, this disclosure is prominently displayed in the center of page 1 of the contract, not hidden at the bottom in small print. As to the customers question with regard to if they were to buy a new Nissan, would this fee be waived? There are numerous options at the end of a Nissan lease whereby the customer is relieved of the $395.00 disposition fee. lf the customer leases or purchases another new Nissan, Nissan always waives the disposition fee. As well, if the customer elects to purchase the current lease vehicle from Nissen Motor Acceptance Corporation, the disposition fee will be waived also. Along with the above scenario's, there are many cases where the dealership is willing to purchase the vehicle off lease and therefore the disposition fee is waived. According to our records, our internet sales representative spoke briefly with the husband of this customer on 6/26/2014 as they were curious about Nissan's pull-ahead program which we guessed would be starting in about a month. Once Nissan announced the lease loyalty program, we called back and left messages on 8/2/2014, 8/21/2014 and 9/13/2014. We wanted to explain all the different end of lease options to the customer as well as to determine the customer's automotive needs so we can better assist them in determining which alternative would be best. Unfortunately, we were unable to discuss the lease end options with this customer as our numerous calls were not returned. As to the customers interactions with the person who did the visual inspection of their lease turn in, these lease turn in inspectors are "third party" contractors who are hired by Nissan Motor Acceptance Corporation to inspect the vehicle for damage(s) as well as excess wear and tear to determine if any such charges are applicable and if so, how much the charges will be. These "third party" inspection companies in no way speak on behalf of, nor do they represent this dealership in any way! Any discussion between them and the customer is in no way a representation of this dealership. In closing, I would like to say that this dealership prides itself on our reputation and we try to completely satisfy every customer we come in contact with. Since this customer leased their Rogue, we have leased more than 3000 vehicles, and thousands BEFORE they leased their Rogue and we have never had an issue with a termination before today. That being said, we also understand that from time to time, miscommunications DO happen and we always try to assist in some fashion. As a gesture of our sincere apology for the misunderstanding, we would like to offer a certificate for a complete professional detail of their new vehicle (a $100 value), even though they are no longer driving our product. It can be used whenever they wish.
Thank you for bringing this situation to our attention. Please contact me if I can be of any further assistance. Sincerely, [redacted]
Business responded to complaint. See attached.
Business response also copied and pasted below by Revdex.com staff 11/11/14.
November 10, 2014
[redacted] ...
[redacted]@cleveland.Revdex.com.org
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
RE: Complaint No. [redacted] to Revdex.com 1115114, received 1117114
Dear [redacted],
This letter will serve as the written response to your letter dated 11/06/14.
Response:
Mr. [redacted] provided pictures of a very nice Humidifier and Furnace install. He did NOT provide pictures of these water
lines connected to the old unit and there is no evidence that this issue was caused by Sal's Heating and Cooling, Inc. The
policy and procedure for this homeowners claim is to go through the home owners insurance for a thorough
investigation and analysis, as previously explained to Mr. [redacted]. Instead, he writes to the Revdex.com even after I asked to
keep this private. The plastic lines for the time period of the Humidifier were not available and were not used. We did
not cut these lines in any fashion. If these lines were cut and leaking I am unclear of why this would not have been seen
during the final inspection with the home owner before payment. They were not leaking then and I am unclear why they
would leak long after we left.
To date, Mr. [redacted] has not responded to my attempt to resolve the issue by capping the line for him as a
complimentary service, even though it does not fall under the responsibility of Sal's Heating and Cooling.
Mr. [redacted] has also not complied with standard procedure to investigate the matter properly. Simply asking me to
write a check without the insurance conducting an investigation is meant to benefit himself, without proper due-
diligence that our company is entitled to.
We have done our internal investigation and have concluded that this is not our error and don't just write a check for
any “assumed” fault by the customer. The procedure is to call your insurance company for a proper analysis, then they
will determine who is at fault and will handle it from that point.
Our company will take responsibility when we are rarely at fault. He claims this has been leaking for weeks and he just
now noticed it and he just “happen” to have a contractor on site to quote the basement remodel job he was going to
have done anyway. This is all well and good but we have a disagreement.
The indicated line is a line that may connect to a water softener, not the furnace, air conditioner, or humidifier. Sal's
Heating and Cooling did not cut the existing water lines in question for this.
Page 1 of 2
Proper procedure is what I suggested and this needs to be done before anything can be settled. His insurance company
will take care of this for you and seek out who is at fault.
I am very sorry this happened but procedure and policy must be followed. Yes, we have a great reputation and I do for a
reason. I will respond to any false accusations starting here with the Revdex.com.
Mr. [redacted], thank you and keep us in the loop of the claim you need to file with your insurance company.
Thank you in advance,
[redacted]
Sal's Heating and Cooling, Inc.
(440) 582-4748
Page 2 of 2
This letter will serve as the
written response to your letter dated 11/04/14.
Response:
This is the third written
complaint regarding lack of service and inoperable equipment installed by Sals
Heating and Cooling (SALS). Mr. [redacted]
has responded to our first two complaints by repeating many of his previous
statements without addressing the concerns and facts listed in the complaint. Instead, Mr. [redacted] choose to copy and paste
from his first response without doing research or taking the time to review our
case in full detail. BOTTOM LINE – A water
softener system is supposed make your water soft, our water is hard (see test results). A water softener system is suppose to run,
ours does not. It is NOT and has NOT
worked.
There are a lot of issues with
SALS, but here are the facts:
1.
We hired SALS
to remove the smell of sulfur from our house.
SALS advised that the smell of sulfur would be removed by installing a
new softener system.
2.
SALS removed
the functioning water softener system from our house (the house was fully inspected
during our home purchase in May – no issues with the water softener system were
reported. We only agreed to replace the
water system because SALS told us that was the cause of the sulfur smell).
3.
[redacted]SALS
installed the system incorrectly and it has NOT been working for 3 months.[redacted]
4.
SALS
attempted to fix the system approximately 7 times without success
5.
We have asked
SALS for a full refund and to remove the broken/non-working/incorrectly
installed system.
6.
SALS has
refused
To address Mr. [redacted]’s list of
services SALS claims to have done to appease us:
1.” Complimentary visits to their
home at no charge to educate the Tyrrel’s on how to use the system.” - The visits to our home were an attempt by
SALS to fix a non-working system
2. “Assisted with potassium
treatment that is homeowners responsibility at no charge.” – This was a service
SALS conducted in an attempt to fix the non-working system
3. “Installed an $1,800 air injector tank at no
charge.” – This was an attempt by SALS to fix the non-working system.
4. “Explained the safety significance of
verifying the well is a dedicated well for only their home by a city official.” - This service did not occur
5. “Offered a chlorination treatment to the well,
after city verification, at no charge.” – This service occurred after we asked
for them to remove the non-working system.
This still does not fix the non-working system.
6. “Offered personal follow up from Sal to
appease the customer” – We have allowed SALS to attempt to fix the system over
7 times, no all we need is the system removed and our money back.
7. “Offered to install an automatic chlorinator
at a separate charge, if the chlorination treatment of the well does
not suffice as it is not our policy
to ”up-sell” on something that may not be needed.” – We have non-working water
softener system installed by SALS, we do not want to hire them for a separate job
when they cannot provide us with a working product to begin with.
To address Mr. [redacted]’s comment
that our sinks, toilets, bathtubs “were showing signs of staining from the
first visit to their home.” We purchased
new toilets etc for our home after the
system was installed and the new appliance have stains from the non-working
system.
To address Mr. [redacted]’s evaluation
of our quotes from other companies, yes other companies are recommending
an "Automatic Chlorinator” in
addition to replacing the non-working water softener system installed by SALS. We have not “changed” our mind. We do not stand anything to gain by asking
for SALS to remove a non-working system except our money back. What we don’t understand is why SALS refuses
to remove an non-working system. We would
like our money back. We don’t get
anything out of living with horrible water for 3 months,. IF the system was actually working we would
keep it, but it does NOT work. The water
is HARD…NOT soft. Four separate reports
now have shown the water softener system is NOT doing its job. We would like SALS to remove it and give us
our money back.
Mr. [redacted]’s comment that “The
manufacturer representative said he would talk until blue in the face that the
current system as it is, is properly installed and” is a perfect example to
show that all SALS is doing to talking!
The equipment does NOT work. A
water softener system is suppose to use a couple of bags of salt each month, our
salt has NEVER been touched nor has the tank required us to refill the salt,
because the system is not even cycling.
It is really sad that they are standing behind their system when it 100%
obvious the system does NOT work
I am glad to hear that SALS policy
is not to “hang up” on customers, however that is what happened. I can only hope that Mr. [redacted] goes back to
his “monitored” phone calls and listens to the call on October 2, 2014 so that
he can hear [redacted] hung up on [redacted]. Please
listen to the phone call before responding next time. We left numerous messages with you secretary
and we are certain you got at least one of them because your response was that
we would not get our money back and if we wanted the system removed we would be
responsible to pay for it. You refused
to talk to Benjamin personally and told your secretary to relay the message. Mr. [redacted] keeps priding himself and the
company for being around for 40 years, well congratulations Mr. [redacted], but
your company has poor customer service and should stick to heating and
cooling. Obviously SALS should not and I
hope will not continue as a business dealing with water.
We would love to talk with you if
your plan is to refund the money and remove your non-working system. We have no interest talking with you about
purchasing services or products from you.
Mr. [redacted] said the system” needs
to be maintained consistently” and we agree but it needs to work first! It does
NOT work!
Again Mr. [redacted] did not look into the credit
card issue, if he had he would see we are only seeking money for the
non-working softener system., not as he keeps stating. We requested $3,100 not the $4,500 they
charged us for other services. However,
should SALS continue to lie and insist that supplied us with a working system
without refunding us the money or removing the system, the truth will come out
via the Revdex.com or via court.
We still hold the opinion that
SALS is NOT a reputable company and it IS illegal that SALS is trying to get
away with selling us a broken non-working system.
Our position, is to wait for SALS
to contact us to schedule a date to remove the system from our home and to
refund our money. SALS keeps saying they
are willing to appease us, but they refuse to remove a non-functioning system
from our home. SALS, if you would like
to make the situation right, just remove the system and refund our money.
This letter will serve as the written response to your letter dated 10/23/14.Response:The [redacted]’s contracted Sal's Heating and Cooling to install a water softener system, gas lines and a 50 gallon waterheater. The gas lines and 50 gallon water heater is apparently not in this dispute but it...
appears that they want a fullrefund on all of the items installed and keep the 50 gallon water heater and gas lines at no charge. The water softenersystem was installed completely with minor adjustments with complete confirmation and approval from the Supplier.The [redacted]s are not available by phone regularly, and do not return phone calls promptly, or on vacation, which is theprimary reason for the delayed service dates mentioned in the complaint. They are very difficult to get a hold of.Our company would not be around for 40 years if we were not competent. That said, we have made many efforts toappease and satisfy the [redacted]s with their water issue. Well water, in general, does not become treated without the useof chlorine, which we are not able to treat until the [redacted]s confirm that the well is for their home only and not acommunity well with multiple households using it. [redacted] agreed to find out the answers from the city, but hasnot gotten back to us as promised. Sal's Heating and Cooling has asked this along with a reason for the meter on thewell itself, without reply. [redacted] said he did not know why the meter was there, but would find out. In light ofthe fact that we need to get the answers in order for our company to move forward with a complimentary treatment,which Nate Adey agrees — representative from the water softener supplier who visited their home.The well water condition, in general, is a condition that Sal's Heating and Cooling did not generate. We can only assistwith softening the existing water with a softening system as the source of water is the reason they have issues, notbecause of the equipment. This system needs to be maintained consistently as we install the unit and maintaining theunit is a separate service. Mr. [redacted] was not willing to add the potassium required to maintain the unit. Sal's Heatingand Cooling cannot guarantee removal of smell, as the water quality is different in each application. Multiple steps canbe taken to reach the end goal as explained. We never implied that the system would resolve all issues with their water.The installation of the water softener was the initial step to reach the end goal. In most cases, the softener is all that isneeded. Without treating the well (a separate service), we cannot exhaust all of our efforts to treat the water, which is amulti-step process. Again, due to the condition of the water, another step is required, but we will do this at no charge tosatisfy the customer as previously stated to them directly. We have already installed an $1,800 air injector tank at nocharge. This step usually, in most cases, removes the smell. We want them completely satisfied and to reach our endgoal.p.2The last contact with the [redacted]'s was in regard to the pending confirmation of the well- if it is an individual well-"solely for the property" and the reason for the meter attached to it, we have not heard back after multiple calls tothem and we also assumed they did not have any remaining issues.After we receive confirmation from the [redacted]'s that the well is solely for their property and the reason for the meterfrom the local municipality, they can gain authorization to begin treatment of the well by chlorinating the well itself,which may help with their water issue. The water softener representative will assist with the treatment, which he is in agreement that this may resolve their water smell issues. The water will not be accessible for 24 hours. I personally called yesterday to touch base and left my personal cell phone for them to call anytime, but again, did not receive a callback as of yet.The [redacted]'s have proceeded to dispute the credit card, which will be addressed in detail under a separate cover andaction. The solution of a refund mentioned in this complaint would be duplicated with the actions they have already taken with the credit card. The hot water tank and gas lines are not in dispute, but yet they have included it with the amount they are requesting and from the credit card company and Sal's Heating & Cooling, which again, duplicatesthe settlement with an amount , which is not valid.Our position, is that we wait for confirmation on the well and meter from the [redacted]'s and will be happy to assist to reach the end goal. In the event treating the well with chlorine shock treats the smell, it may need to be maintainedwith an automatic chlorinator system which is outside of the original scope of work agreed. We will not be removingthe system as we have fulfilled the contract. The water softener is installed in the home and is fully functioning.Please call our office [redacted] with the answers needed that are mentioned in our letter as previously requested.Thank you in advance,[redacted]Sal's Heating and Cooling, Inc.[redacted]
Business responded to complaint. See attached.
Business response copied and pasted below by Revdex.com staff 10/27/14.
October 25, 2014
[redacted]@cleveland.Revdex.com.org
Revdex.com, Inc.
2800 Euclid Avenue, 4“ Floor
Cleveland, OH...
44115
RE: Complaint No.[redacted] to Revdex.com 10121114
Dear [redacted],
This letter will serve as the written response to your letter dated 10/22/14.
Response:
[redacted] begged Sal's Heating and Cooling to perform work outside the scope of our trade, threatening public
complaints before any work was started. [redacted] misrepresented his project to our company, and after further
begging multiple times, we did the job anyway to satisfy the customer. It turns out that [redacted] appears to write bad
reviews as a hobby using copy and paste method with full intent to defame businesses that he deals with whether they
perform or not and then proceeds to “hide”. [redacted] is not truthful with the series of events in this complaint.
[redacted] needs to man up and tell the truth is that possible? The job [redacted] misrepresented to our office was to
change a valve which the coupon would cover. Before even the job was explained by him to us, he threatened to write a
bad review, RED FLAG!!! He never mentioned this was a Jacuzzi Tub. If he did, he knew full well the discounted coupon
would not apply. I am quite sure, as the coupon explains this. We are great plumbers as this is why we still got the job
done and have far more great reviews than anyone in this city. I think this is a hobby for [redacted]. Why would [redacted] need to
reiterate if he did not have a hidden Agenda? We don't need to see the job with [redacted]'s description of a simple valve.
Once as [redacted] says, he finally got his call (in the time frame promised and described in full detail in the coupon) at 3pm, It
is then he springs it on us it is a Jacuzzi tub. I [redacted] took the call right away as I seen a potential problem as it is clear this
guy has a hidden agenda. He has copied and pasted this NON-SENSE everyplace he can. He was going to do this cowardly
act even if we set off bells and whistles and told him he won a million bucks! I have called him and he will not speak to
me as he never has time yet he has time to copy and paste the same garbage wherever he can that helps nobody. I am
not sure of his motive but we are a 40 year company and I assure you the many happy customers will bury this internet
bully. I am a man and men work it out and not hide behind the PC. [redacted] are you man enough? You don't sound like it.
You never demanded to speak to me, I spoke to you voluntarily and now when I call to speak to you about this review
you hide and don't have time. You said if it took longer than 2 hours you would pay but not be happy. If it was so basic
why did you need a plumber? We wanted to make sure you knew this could be difficult and we wanted to be upfront
about the additional charges if we sent the workers out. We never threatened to not send workers only to warn you that
we are not a dealer for your tub and maybe not the right company for the job. I am not sure what to say here, should
we hurry up and do a bad job? I did not want to send workers because of being qualified not because of fear of a bad
review, BS! [redacted] you BEGGED me to do this job even though I said we were not a Jacuzzi dealer. I told you to get a
refund and hire one that is. It was almost like you were not hearing me. I all but informed you that we would ruin your
tub and you did not care. Please come out please, please, please. This is why I said sign the waiver and we will give it a
try. I am not sure why [redacted] was so insistent, he could call any Jacuzzi dealer but after being so unhappy and he still
BEGGED us to come. Only to write this garbage when we helped him out. We probably saved him $500. I am a sucker
p.2
for helping people. I should have gone with my gut and cancelled the call it would have been a bad review no matter
what at least he would not be able to use his tub and I would have got the gratification he paid full price. Sounds like
the techs did a great job as you barley touch on any of the work performed, Customer service? I called you 3 times now
to be snubbed as I believe you set us up to fail. [redacted] we don't want to come to your house ever again as you the
customer is not truthful. Since you elected to ignore my request to work this out. My next attempt to contact will be
unavoidable. I hope your attack and crusade on my company will be worth it as I mover forward with my own way of
protecting my company and reputation.
This letter will serve as a cease and desist of further false internet reviews of Sal"s Heating and Cooling and Affiliates.
Thank you in advance,
[redacted]
Sal's Heating & Cooling, Inc.
(440) 582-4748
Consumer sent further clarification to their rejection:
The first attachment is an official record we received from [redacted] stating the system does not work. If you review the comments section, it shows the system was incorrectly installed and not working.
The [redacted] attachment shows the test results conducted by [redacted] with a water hardness level of 25, if you look at the note under number 1, it states we need a new water softener system. Dave verbally told us, physically showed us, and then provided test results to show the system was not working.
The email attachment is from [redacted], showing the test results they conducted. They show a water hardness level of 20 on September 11, 2014.
In regards to the [redacted] Credit Card dispute. We received a letter from [redacted] showing we asked to be refunded $3278.44 (see second email for attachment). SALS disputed this refund and the money has been given to SALS. The SALS charges attachment, shows that SALS charged us $4528.44 for a new water softener, new hot water tank, and installation of gas lines. If you see SALS hand written notes under #2, the last sentence, SALS was going to charge us $3456.00 plus tax for a new water softener system and installing gas lines without the hot water tank. Thus, minus the cost of installing the gas lines, we believe the cost of the water softener system to be $3278.44 (the second payment we made to SALS – see payment receipt). As such, we have asked for that amount back from [redacted] to cover the cost of the non-working water softener system, not for a refund of the hot water tank and gas lines totaling $4528.44 as SAL has suggested.
[redacted] letter showing the amount requested to be refunded will be attached in a second email.
Please let me know if you cannot read one of these attachments or something does not go through. Again, we truly appreciate your assistance with this issue and hope to have it resolved soon.
[redacted]
This letter will serve as the written response to your letter dated 10/29/14.
Response:
As previously stated, the [redacted]’s contracted Sal's Heating and Cooling to install a water softener system, gas lines and a
50 gallon water heater. Despite our multiple attempts to appease the customer, we feel by the tone of the response
letter from the [redacted]’s, this will not happen.
Listed below are the customer service past attempts to appease the [redacted]s:
1. Complimentary visits to their home at no charge to educate the [redacted]’s on how to use the system.
2. Assisted with potassium treatment that is homeowners responsibility at no charge.
3. Installed an $1,800 air injector tank at no charge.
4. Explained the safety significance of verifying the well is a dedicated well for only their home by a city official.
5. Offered a chlorination treatment to the well, after city verification, at no charge.
6. Offered personal follow up from [redacted] to appease the customer
7. Offered to install an automatic chlorinator at a separate charge, if the chlorination treatment of the well does
not suffice as it is not our policy to ”up-sell” on something that may not be needed.
We pride our company on ”no-up sale ” or high pressure practices, which is why we are our company's motto is ”NO-
NONSENSE.”
Our water softener system assessment is a multi-phase process, as previously explained. We will never push a sale on a
consumer for something that may not be needed. Our company would not be reputable and strong for 40 years if we
were not competent. The sinks, toilets, bathtubs were showing signs of staining from the first visit to their home. This
has been an ongoing, pre-existing condition at their home with their previous water softener system before Sal's was
hired. [redacted] agreed to find out the answers from the city, but has not gotten back to us as promised before
they began disputing the installation. Sal's Heating and Cooling has asked this along with a reason for the meter on the
well itself, without reply. [redacted] said he did not know why the meter was there, but would find out. In light of
the fact that we need to get the answers in order for our company to move forward with a complimentary treatment,
which Nate Adey agrees — representative from the water softener supplier who visited their home. The multi-phase
assessment was at a halt as it could affect other residents. The only time we learned that the well is not a community
Page 1 of 3
well was in the 2nd Revdex.com letter dated 10/29/14 — a self-assessment by the [redacted]'s, which was not verified by the city
officials, as required for our company to move forward with the complimentary chlorination of the well as stated in our
previous correspondence.
After viewing the 2 page quotation from [redacted], it is clear they are recommending the same type of system
we have already recommended to the [redacted]'s — an "Automatic Chlorinator." That said, it is deemed to be unreasonable
to engage in a signed contract, change your mind on the contract that was signed, "un-install" a system, and get full
refund and then engage in the same type of system from another company.
The photographs appear to be a self-assessment by the [redacted]'s. Please note: The manufacturer representative said he
would talk until blue in the face that the current system as it is, is properly installed and a chlorinator can be added by us
or anyone qualified with the current set up. [redacted] quoted $2,826.25 for a chlorinator to be added and we
would attempt to do it at cost of approximately $1,000.00. Unfortunately, maintaining a home has unexpected costs at
times.
While, the claims of "hanging-up" are bizarre, It is not our policy to "hang up" on anyone calling and do not believe this
is true as all calls are monitored. Our company would not be around for 40 years if we were not customer service
oriented. Our complimentary visits to their home echo that. Our phone lines are reliable at our business. [redacted]'s personal
email is listed on all websites, all phone calls are relayed, which I have no messages from the [redacted]'s. [redacted] is very
reachable at all hours of the day, by multiple methods of communications; specifically for any customer that may feel
the need to contact me personally for an urgent matter. I personally called 10/24/14 to touch base and left my
personal cell phone for them to call anytime, but again, did not receive a call back as of yet, 10 days later, which
confirms the attempt to publically defame.
The well water condition, in general, is a condition that Sal's Heating and Cooling did not generate. We can only assist
with softening the existing water with a softening system as the source of water is the reason they have issues, not
because of the equipment. This system needs to be maintained consistently as we install the unit and maintaining the
unit is a separate service. Mr. [redacted] was not willing to add the potassium required to maintain the unit. Sal's Heating
and Cooling cannot guarantee removal of smell, as the water quality is different in each application.
After we receive confirmation from the [redacted]‘s that the well is solely for their property and the reason for the meter
from the local municipality, they can gain authorization to begin the treatment of the well by chlorinating the well itself,
which may help with their water issue. The water softener representative will assist with the treatment, which he is in
agreement that this may resolve their water smell issue. The water will be not accessible for 24 hours.
The [redacted]s have proceeded to dispute the credit card, which will be addressed in detail under separate cover and
action. The solution of a refund mentioned in this complaint would be duplicated with the actions they have already
taken with the credit card. The hot water tank and gas lines are not in dispute, but yet they have included it with the
amount they are requesting and from the credit card company and Sal's Heating and Cooling, which again, duplicates
the settlement request with an amount, which is not valid. In addition, the defaming statement that Sal's is not a
reputable company is not true and legally should not posted because this is not factual and could result in Sal's to seek
damages legally.
Our position, is that we will wait for confirmation on the well and meter from the [redacted]'s after they contact the city and
will be happy to assist to reach the end goal. In the event treating the well with chlorine shock treats the smell, it may
need to be maintained with an automatic chlorinator system which is outside of the original scope of the work agreed.
We will not be removing the systems as we have fulfilled the contract. Sal's is willing and able to continue to appease
the customer. The water softener system is installed in the home and is fully functioning as verified by the Supplier that
visited the home. If they want another company to install the chlorinator, we have confirmed it can be added to this
Systems that the Kinetico 2060f Sulfar Guard System is, in fact, a (elaborate name) chlorinator and can be added to this
system or generally any other for that matter.
Please call our office [redacted] with the answers needed that are mentioned in our letter as previously requested.
Thank you in advance,
[redacted]
Sal's Heating and Cooling, Inc.
[redacted]
July 29, 2014
[redacted]
Revdex.com, Inc.
2800 Euclid Avenue, 4th Floor
Cleveland, OH 44115
RE: Complaint No. [redacted] to Revdex.com 07/25/14
Dear [redacted],
This letter will serve as the written...
response to your letter dated 07/28/14.
Response:
Mrs. [redacted] approached us with a competitors Air Conditioning Estimate but did not want the competitor to do the job, even though the competitors estimate was substantially less with an extended warranty, Sal’s Heating and Cooling matched the price and gave $100.00 extra, as promised. Today, they are still fishing around for further discounts. The events in question were not caused by Sal’s Heating and Cooling, Inc.
The only issue, if an issue at all, was the condensing unit was not level due to natural ground settling of the unit. This is a natural effect and typical for our company to come out, as standard procedure after the settling occurs and level the unit at a later date, which is the case here. Our standard procedure was followed. This complaint was taken care of within 6 days of the phone call, which standard procedure is within 12 months.
As far as scratching the concrete basement floor and the painted over dented freezer viewed by pictures, the extremely experienced installation crew adamantly deny that these events occurred. It appears these happened prior to our visit.
As we protect all floors from damage with shoe booties, tarps and white glove treatment. Our techs have never had a complaint.
For anyone who has children, as do I, a child puts many things in their mouth, we, as parents, have a responsibility to make sure they don’t. I am not sure how a child can choke on something that cannot be found.
We consider this matter closed as no further discounts are entitled.
Thank you in advance,
[redacted]
Sal’s Heating and Cooling, Inc.
(440) 582-4748.
I would like to inform you that Sals heating amd cooling and I came to a resolution that we are both satisified with. I appreciated hearing from the owner himself on the matter.
Thank you
[redacted]
Consumer response taken over the phone by Revdex.com staff 10/31/14. They were happy with the resolution offered by Mr. [redacted] and consider the matter resolved.
In response to the letter submitted to the Revdex.com by [redacted] on 10/25/2014:
The first line of Mr. [redacted]’s response is incorrect; we
contacted SALS to fix the sulfur smell coming from our water, not for a water
softener system. Upon SALS inspection of
our water and the system, SALS advised we NEEDED a new water softener system
and a new hot water tank. SALS said that
a new softener system would fix the sulfur smell in addition to fixing
the other water problems (ie iron, harness, etc.). After SALS installed a new softener system
and hot water tank, numerous trips to our residence (approximately 7),
conversations with the manufacturer, and three (3) inspections with other
companies, we are disputing SALS installation and system. We are not directly disputing the hot water, however
it was through SALS that we were told we NEEDED a hot water tank in order to make
the sulfur smell disappear (an up sale by SALS). Additionally, we are not disputing the gas
lines, but simply listed the lines to show all work we hired SALS to do.
The second paragraph of Mr. [redacted]’s response is out right
FALSE! They have not made any effort to appease
and satisfy us with our water issue. If
they had, after more than seven (7) visits to our home, numerous phone calls to
SALS, and us BEGGING to have SAL give us a phone call, we would not have had to
turn to the Revdex.com to FINALLY get a response.
Mr. [redacted]’s suggestion that well water cannot be treated without the
use of chlorine was NEVER discussed with us (see attachments of recommendations
on what SALS said WOULD fix the sulfur smell - there NO mention of using
chlorine). We have also maintained that
the well was not a community well and for Mr. [redacted] to suggest that SALS was
waiting on a response from us is a plain LIE.
SALS has never expressed interest in supply us with a “complimentary
treatment” of our well and in fact, Mr. [redacted] told his secretary that he would
NOT call us back and we were hung up on the last time we tried to call.
In Mr. [redacted]’s third paragraph, he said SALS would “assist with
softening the existing water with a softener system as the source of water is
the reason we are having issues, not because of the equipment.” Why they were we sold a water softener system
and hot water tank, if the “equipment” would not fix the water (up sale or incompetence?).
Second, if the new water softener system installed by SALS is suppose to make
the water soft, why then do we have the same harness in our water before and
after it “runs” through the softener system installed by SALS? The reason, it DOES NOT work and was
installed INCORRECTLY (see attachment of photo of improperly installed
equipment)! As mentioned in my previous
complaint, three (3) other companies ALL advised SALS system was NOT working
and was installed INCORRECTLY.
SALS again lied about the last contact with us, as phone
records will show we made multiple calls to SALS with NO calls back, SALS did
NOT attempt to contact us and the last phone call – we were HUNG UP ON!!!
Mr. [redacted]’s fourth paragraph indicates he called on
10/24/2014 and is waiting our response. This is correct, this is the FIRST and
ONLY time Mr. [redacted] called us and it was ONLY because the truth was put on Revdex.com
and he is trying to convince other buyers that SALS is a reputable company, which
they are NOT.
Due to SALS poor customer service and unwillingness to fix
the equipment, we disputed the credit card charges for $3100 the amount of the
water softener system minus the hot water tank and the gas lines, not as Mr.
[redacted] has suggested. If were disputing
the hot water tank and gas lines, we would have asked the credit card company
for the full amount of $4,528.44.
Instead, we wish for SALS to refund the money and to remove the non-working
water softener system, as previously requested.
We DO NOT want SALS service inside our house as we have
already suffered enough problems and issues with them. Additionally, knowing
that SALS will make up lies to obtain customers, we do NO T trust them to
attempt to “fix” their broken system for the 8th time. We have been
dealing with this issue for over three (3) months and do not wish to drag it
out any further with more mistakes and empty promises. We simply wish to obtain our money back so
that we can use a reputable company to fix the water issues.
We find it completely distasteful that after all of this,
SALS is suggesting that we hire them for additional work to install an
automatic chlorinator system – a new claim by them as to what will fix our
problem. SALS does not know what will work. First they advise a water softener
will fix the issues, second they say we need to chlorinate the well, and now
they suggest an automatic chlorinator system….clearly they do not know what
they are doing and are looking to make more money meanwhile unable to provide a
working system.
Finally, in Mr. [redacted]’s very last sentence, he shows he is
unfamiliar with his company and clients.
He suggested “the water softener system installed in our home is fully
functioning,” however if he ever came to our house, read the reports from other
companies, talked to his employees, or cared before this Revdex.com report was filed,
he would see that the system DOES NOT function at all!
A default letter is provided here which indicates your acceptance to
have the complaint be handled through Arbitration.
Revdex.com:
I would like my complaint ID [redacted], to be handled through
an Arbitration hearing with Revdex.com.
Regards,
[redacted]
[redacted],
I presented the job correctly to your scheduling team;
I provided details that I needed to replace a Jacuzzi tub faucet that required
soldering. This was explained once
before the promotion was purchased and a second time when I scheduled the
appointment. I was told “If we couldn’t
complete the job in 2 hours we aren’t very good plumbers”. The job did not require any work on Jacuzzi
functions, jets, lines or controls of the Jacuzzi tub. Just to replace the faucet and “rough in”
that required soldering at the easy access panel on the side of the tub. The
promotion from Living Social has a value of $410.00for plumbing services for
one plumbing item for up to two hours.
Coupon excluded: Excludes boilers,
commercial heaters, commercial water heaters and tankless water heaters and excludes
emergency service. The living social deal would cover this job as a 1 plumbing
job in which I was told you could do it in 2 hours by your employees. Your
website describes your company as Full-Service Plumbing, including faucet
replacement.
I never begged you to come to my house; I asked that you fulfill your appointment that
I was promised and I waited all day for this appointment. “[redacted]” your Operations Manager told me that
he has stopped his technicians from coming to the job. I specifically had
requested to speak to you directly and was told you were in a meeting. [redacted] set
the phone down and never came back to the phone, I called on a separate line
and asked the employee that answered the phone to speak with [redacted], also was told
you were in a meeting. After 10 minutes of holding (total of 30 minutes) you
came to the phone. You informed me that you do not service Jacuzzi tubs and I
need to ask for my money back. The terms and conditions of living social only
allow a credit (NOT A REFUND) once appointment is scheduled. I wasn’t going to
be able to use the money I used for this promotion for another plumber.
Your website promotes your service through Angie’s
List, Home Adviser. It also has a link to
reviews of your company. Do you only want to show the positive reviews and bury
the disappointing ones? Business Owners use these reviews to attract new
customers and if we as consumers do not provide our experience with a company,
what good are these reviews.
The contacts you have attempted to reach me were after
business hours and also not at good time to talk. Once while at a restaurant waiting to eat dinner and a second
time while I was at work. I did not ask for a refund nor ask for additional
assistance. The conversations I had with you consisted of you raising your
voice and threatening to sue me for my reviews. I believe if you talk to your employees that handled
the calls when I called, you will see that I never raised my voice and spoke in
a calm manner to resolve the issue. Your opinion of the situation is inaccurate
and based on incomplete or inaccurate information from your employees. I leave with
a sour taste for the customer service I received. If you had merely apologized
for the misunderstanding and spoke to us appropriately then this would not have
resulted in such a review of your company.
[redacted]