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/and is waiting our responseThis 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 $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, 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 themAdditionally, 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 timeWe 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 problemSALS does not know what will workFirst 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!
Business responded to complaint See attached Business response also copied and pasted below by Revdex.com staff 11/11/ November 10, [redacted] [redacted] @cleveland.Revdex.com.org Revdex.com, Inc Euclid Avenue, 4th Floor Cleveland, OH RE: Complaint No [redacted] to Revdex.com 1115114, received Dear [redacted] , This letter will serve as the written response to your letter dated 11/06/ Response: Mr [redacted] provided pictures of a very nice Humidifier and Furnace installHe 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, IncThe 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 privateThe plastic lines for the time period of the Humidifier were not available and were not usedWe did not cut these lines in any fashionIf 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 paymentThey 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 properlySimply 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 customerThe 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 faultHe 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 anywayThis 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 humidifierSal's Heating and Cooling did not cut the existing water lines in question for this Page of Proper procedure is what I suggested and this needs to be done before anything can be settledHis 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 followedYes, we have a great reputation and I do for a reasonI will respond to any 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- Page of
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 gallon waterheaterThe gas lines and 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 gallon water heater and gas lines at no chargeThe 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 complaintThey are very difficult to get a hold of.Our company would not be around for years if we were not competentThat said, we have made many efforts toappease and satisfy the [redacted] s with their water issueWell 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 promisedSal'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 outIn 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 generateWe 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 equipmentThis system needs to be maintained consistently as we install the unit and maintaining theunit is a separate serviceMr [redacted] was not willing to add the potassium required to maintain the unitSal's Heatingand Cooling cannot guarantee removal of smell, as the water quality is different in each applicationMultiple steps canbe taken to reach the end goal as explainedWe 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 goalIn most cases, the softener is all that isneededWithout treating the well (a separate service), we cannot exhaust all of our efforts to treat the water, which is amulti-step processAgain, 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 directlyWe have already installed an $1,air injector tank at nochargeThis step usually, in most cases, removes the smellWe 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 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]
This letter will serve as the written response to your letter dated 11/04/ 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: 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 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) ***SALS installed the system incorrectly and it has NOT been working for months.*** SALS attempted to fix the system approximately times without success We have asked SALS for a full refund and to remove the broken/non-working/incorrectly installed system 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 “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 “Installed an $1,air injector tank at no charge.” – This was an attempt by SALS to fix the non-working system “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 “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 “Offered personal follow up from Sal to appease the customer” – We have allowed SALS to attempt to fix the system over times, no all we need is the system removed and our money back “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 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, 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 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,not the $4,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
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]
I would like to inform you that Sals heating amd cooling and I came to a resolution that we are both satisified withI appreciated hearing from the owner himself on the matter Thank you [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 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 tubThe 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 serviceThe living social deal would cover this job as a plumbing job in which I was told you could do it in hours by your employeesYour 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 “***” your Operations Manager told me that he has stopped his technicians from coming to the jobI 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 ***, also was told you were in a meetingAfter minutes of holding (total of minutes) you came to the phoneYou informed me that you do not service Jacuzzi tubs and I need to ask for my money backThe terms and conditions of living social only allow a credit (NOT A REFUND) once appointment is scheduledI 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 AdviserIt also has a link to reviews of your companyDo 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 talkOnce while at a restaurant waiting to eat dinner and a second time while I was at workI did not ask for a refund nor ask for additional assistanceThe 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 issueYour opinion of the situation is inaccurate and based on incomplete or inaccurate information from your employeesI leave with a sour taste for the customer service I receivedIf 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 ***
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] ***, [redacted] , showing the test results they conductedThey show a water hardness level of on September 11, In regards to the [redacted] Credit Card dispute We received a letter from [redacted] showing we asked to be refunded $(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 $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 $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 $(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 $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]
Consumer response taken over the phone by Revdex.com staff 10/31/ They were happy with the resolution offered by Mr [redacted] and consider the matter resolved
July 29, [redacted] Revdex.com, Inc Euclid Avenue, 4th Floor Cleveland, OH RE: Complaint No [redacted] to Revdex.com 07/25/ Dear [redacted] , This letter will serve as the written response to your letter dated 07/28/ 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 $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 days of the phone call, which standard procedure is within 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-
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/and is waiting our responseThis 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 $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, 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 themAdditionally, 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 timeWe 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 problemSALS does not know what will workFirst 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!
Business responded to complaint See attached Business response also copied and pasted below by Revdex.com staff 11/11/ November 10, [redacted] [redacted] @cleveland.Revdex.com.org Revdex.com, Inc Euclid Avenue, 4th Floor Cleveland, OH RE: Complaint No [redacted] to Revdex.com 1115114, received Dear [redacted] , This letter will serve as the written response to your letter dated 11/06/ Response: Mr [redacted] provided pictures of a very nice Humidifier and Furnace installHe 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, IncThe 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 privateThe plastic lines for the time period of the Humidifier were not available and were not usedWe did not cut these lines in any fashionIf 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 paymentThey 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 properlySimply 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 customerThe 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 faultHe 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 anywayThis 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 humidifierSal's Heating and Cooling did not cut the existing water lines in question for this Page of Proper procedure is what I suggested and this needs to be done before anything can be settledHis 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 followedYes, we have a great reputation and I do for a reasonI will respond to any 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- Page of
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 gallon waterheaterThe gas lines and 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 gallon water heater and gas lines at no chargeThe 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 complaintThey are very difficult to get a hold of.Our company would not be around for years if we were not competentThat said, we have made many efforts toappease and satisfy the [redacted] s with their water issueWell 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 promisedSal'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 outIn 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 generateWe 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 equipmentThis system needs to be maintained consistently as we install the unit and maintaining theunit is a separate serviceMr [redacted] was not willing to add the potassium required to maintain the unitSal's Heatingand Cooling cannot guarantee removal of smell, as the water quality is different in each applicationMultiple steps canbe taken to reach the end goal as explainedWe 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 goalIn most cases, the softener is all that isneededWithout treating the well (a separate service), we cannot exhaust all of our efforts to treat the water, which is amulti-step processAgain, 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 directlyWe have already installed an $1,air injector tank at nochargeThis step usually, in most cases, removes the smellWe 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 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]
This letter will serve as the written response to your letter dated 11/04/ 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: 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 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) ***SALS installed the system incorrectly and it has NOT been working for months.*** SALS attempted to fix the system approximately times without success We have asked SALS for a full refund and to remove the broken/non-working/incorrectly installed system 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 “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 “Installed an $1,air injector tank at no charge.” – This was an attempt by SALS to fix the non-working system “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 “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 “Offered personal follow up from Sal to appease the customer” – We have allowed SALS to attempt to fix the system over times, no all we need is the system removed and our money back “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 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, 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 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,not the $4,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
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]
I would like to inform you that Sals heating amd cooling and I came to a resolution that we are both satisified withI appreciated hearing from the owner himself on the matter Thank you [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 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 tubThe 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 serviceThe living social deal would cover this job as a plumbing job in which I was told you could do it in hours by your employeesYour 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 “***” your Operations Manager told me that he has stopped his technicians from coming to the jobI 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 ***, also was told you were in a meetingAfter minutes of holding (total of minutes) you came to the phoneYou informed me that you do not service Jacuzzi tubs and I need to ask for my money backThe terms and conditions of living social only allow a credit (NOT A REFUND) once appointment is scheduledI 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 AdviserIt also has a link to reviews of your companyDo 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 talkOnce while at a restaurant waiting to eat dinner and a second time while I was at workI did not ask for a refund nor ask for additional assistanceThe 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 issueYour opinion of the situation is inaccurate and based on incomplete or inaccurate information from your employeesI leave with a sour taste for the customer service I receivedIf 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 ***
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] ***, [redacted] , showing the test results they conductedThey show a water hardness level of on September 11, In regards to the [redacted] Credit Card dispute We received a letter from [redacted] showing we asked to be refunded $(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 $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 $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 $(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 $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]
Consumer response taken over the phone by Revdex.com staff 10/31/ They were happy with the resolution offered by Mr [redacted] and consider the matter resolved
July 29, [redacted] Revdex.com, Inc Euclid Avenue, 4th Floor Cleveland, OH RE: Complaint No [redacted] to Revdex.com 07/25/ Dear [redacted] , This letter will serve as the written response to your letter dated 07/28/ 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 $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 days of the phone call, which standard procedure is within 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-