Service Professionals Inc.

*** ***I'm very sorry for your dissatisfaction with our companyAs you know, we are currently at your home working on the heatAt last report, the heat had been running for half an hour without issueWe have also scheduled the manufacturer to visit your home for an evaluationI understand how upsetting it is when these things happenPlease know we are working diligently to remedy what we can, while respecting the choices you make as a homeownerWe have provided recommendations that we feel will improve the air flow in your homeIf you would like to discuss them further, we'd be happy toIn the meantime, feel free to call our office with any concernsRegards,*** ***

Complaint: ***
I am rejecting this response because: I received more visits from the company and I
still dont have any heat. Both of my daughters are now sick, and my family will need to move out of our house and find a place to live elsewhere. I demand a completely new system or a full refund and I need to start finding a more competent company to install a system for me. I am very upset, this is a horrible situation, I cant believe this is real
Regards,
*** ***

*** ***I am so sorry that this problem has resurfaced*** ***, our Installation Manager will come by today at 3:pm to discuss our next stepRegards,*** ***

Review: I placed a service call for a malfunctioning AC unit to Service Professionals, Inc. and was told the advertised price for a normal service call was $89.00 which would cover the for a service call/ troubleshooting.

When the service tech/ sales rep. arrived, he outlined several different options available to me, all of which were not needed nor required.

The 'Service Professionals' rep. performed a diagnostic test/ leak test/ inspection and determined that there were two (2) leaks that needed to be repaired. The technician again quoted SEVERAL different pricing / work options ranging from $2,200.00 to $4,000.00. I chose to not have any of the work performed and felt that the work that was performed/ provided was inline with the advertised price of $89.00 for the service call/ diagnostics.

When the service technician wrote up the bill after I stated I was not going forward with the discussed repair work, the bill came to $761.00. Nothing was outlined or detailed as to what constituted the $761.00 fee. Upon contacting my credit card company this morning (6/4/14), I was advised that the charge pending from 'Service Professionals' showed $961.00. Once processed, I am opening a dispute case for the charges with my credit card company.

I then contacted a different HVAC company to perform a diagnostic test/ leak test/ inspection of my problem. I was told the service call price would be $95.00 plus applicable taxes.

When the service technician arrived, I did not tell him what took place with the Service Professionals Inc. rep. and he went about diagnostics/testing of my AC system. After performing the EXACT same tests and once complete, the technician detailed and identified the EXACT same problems as previously performed/ diagnosed by the 'Service Professionals' technician.

The total fee for the EXACT same work performed by this HVAC company as performed by Service Professionals. Inc was $139.00 including taxes, a difference of $622.00.Desired Settlement: I would like a refund of approximately $670.00 which represents the charge of $761.00 MINUS the advertised service call price of $89.00 (applicable taxes and reasonable fees can be added to the $89.00).

I am basing this refund amount on the EXACT same work performed by a different HVAC company who ultimately charged me $139.00. I am willing to pay Service Professionals Inc., as much as $139.00, but the charge of $761.00 is absolutely ridiculous. I am also concerned that I have a receipt showing $761.00, yet the pending amount as noted by my credit card company is $961.00. I am disputing the entire amount posted to my account by Service Professionals Inc.

This morning I received a detailed repair quote from the last HVAC company I had in totaling $879.00. This is for the COMPLETE and total repair of my problems detailed above. Compare the total repair price to what Service Professionals Inc. charged ($761.00) for a service call/ diagnostics/ testing...ridiculous!

Business

Response:

Good Afternoon,We are working with the credit card company to resolve this complaint. Thank you.Warm Regards,[redacted]Office Manager

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, if the vendor accepts the $41.00 owed them, making the settlement amount a total of $139.00. Otherwise, I will reject and contest all other offers of settlement.

Regards,

Excellent and friendly service. I am thinking of switching services of home to this team.

Review: On July 2, 2014 our air conditioner stopped working on a 92-degree day. We called Service Professionals. The service tech came to our home at 8:00 am on July 3rd. He inspected our unit on the outside and said all is fine with it. The problem is from the inside. After about a 20-minute inspection, he notified us that we needed a new thermostat and that we needed a new furnace door switch, which had failed. His initial estimate to us was $453 for a [redacted] thermostat, Model T4000 with installation; or $756. for a higher-end model [redacted] thermostat, Model T8000 Touchscreen. The new furnance door switch would be $475 for the part, wiring and installation. He also mentioned a $299/year maintenance and tune-up contract. I was shocked, to say the least. I asked the guy how much the actual parts were and what their mark-up was? He said they are a little higher, but everything is a flat rate with install and such. I then looked up one of the thermostats. The [redacted] thermostat, Model T4000 was at the lowest 28.50 and the highest price I found on line was, 49.99. I was outraged! He called his office and spoke to his Manager, [redacted]. I got on the phone with [redacted] and said I cannot pay for something that is so grossly overpriced. He asked what I was comfortable paying and we agreed to 500.00. (this is without knowing what a furnance door switch is). The tech, [redacted], told me it's an involved install that he knows how to do well because he is one of their most experienced A/C techs. It took him less than 10 minutes to install the thermostat and less than 15 to install the switch. He did not have the switch on his truck, so he waiting outside for about 25-35 minutes for it to be delivered to his office. He was at our home for 2 hours.Desired Settlement: The ONLY desired outcome I seek is what is fair. I called in an emergency because we are having a heat wave and our A/C broke. I was and am willing to pay for labor and the tech's time. I understand business. I understand that when someone else installs a product that they are entitled to a profit on it. I am even okay with paying a little more for the products. But this is ridiculous the amount they are upcharging.

I paid 500, plus tax.

This is the work that was performed:

Service call $89.00

[redacted] Thermostat 49.50

Furnance Door Switch 25.00

I'm willing to double the amounts of the products. But that is it.

We were highly taken advantage of here. I called and the owner and manager won't even call me back. They had the front desk girl call me and she ended up being quite rude to me and warned me if I did not pay she would take me to collections. I am calling my credit card and I am disputing this. I will pay them. My A/C is working now. I will pay what is fair.

Business

Response:

Our General Manager, [redacted] spoke with [redacted]. They agreed upon a partial refund which was processed. Thank you.Regards,[redacted]

Consumer

Response:

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

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

Regards,

Review: I hired this company on January 21, 2014 to clean out my slow draining sewer line and paid them $180.00 for the service. I spoke with [redacted] Unfortunately, I wasn't home to see what exactly was done however, a few hours after the guy left my wife called to inform me the kitchen sink was backing up again. When I got home from work I looked at the sewer cleanout cover and noticed it was dripping. I put a bucket under it and removed the cover by hand. Sewage water came pouring out for several minutes. Once the water stopped flowing back out I could clearly see most of the sewer pipe was clogged which is exactly what it looked like before I hired these people. So the next morning around 8:30am I called Service Professionals and spoke with [redacted] again. I informed her they need to send out a technician again. She said she can but she would have to charge me again. Obviously I told her that I wouldn't pay again. Then she told me she would give me a discounted rate of $100 to come back out. Once again I informed her I didn't feel I should have to pay anything, as soon as my wife started using the sink again it started backing up which was literally only a few hours after the technician left. She said she would have the technician call me back within an hour or so. He never called back. So the next morning I called again. I asked to speak with [redacted] I was told she was on a call and I was transferred to her voice mail where I left her a message to call me back. She never called me back. At this point I was so frustrated because we couldn't use an upstairs bathroom or the kitchen sink (both drain to this section of sewer line) that on January 24th, I went to [redacted] and rented an electric snake and cleaned out the sewer line myself. I have pictures as well as the receipt to prove it. I thoroughly cleaned out the sewer line which in my case is easy to visually inspect and has been draining completely with no issues.Desired Settlement: I want a cash refund. $180.83 Service Professionals charged me as well as the $68.27 cost from [redacted] to rent a drain cleaner for a total of $249.10.

Business

Response:

Good Morning,

Due to [redacted] concerns, I have tried on several occasions to phone. I've left voice mails and still would like to follow up and alleviate any problems. Currently there isn't any resolution to report. We'd be happy to take care of the situation. Thank you for your time.

Regards,

Office Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: Who the heck is [redacted]

Regards,

Business

Response:

Thank you for your call. We’ve wanted to close this complaint for a while now. We were unable to make [redacted] happy, but we cannot warranty a drain cleaning with foreign materials in the drain. Please let me know if you have any additional questions.

[redacted] was super professional. He always called on his way to let me know how long it will take him.
He has great knowledge and does amazing customer service!

Review: On Monday February 16, 2015, we had [redacted] came out and gave us an estimate to install a new gas boiler. He measured our home and determined that we needed a boiler with 105,000 BTUs even though our then boiler's BTU was 150,000. He convinced us that our old unit was too big for our house.

On Tuesday, 2/17/15, the crew arrived as promised and installed a [redacted] unit and it has been hell ever since. The unit does not provide adequate heating for our home. They came on several occasions and came up with every excuse there is, as to why their unit is unable to heat both floors of our home at the same time. Finally, our sales guy [redacted] said his boss suggested that they install a new baseboard heater because our downstairs stays 64 degrees or less if the outside temperature is below 30 degrees. I told him no because our older unit heated our home just fine. I have not heard back from [redacted] since.

[redacted] promised that he can guarantee us an inside temperature of 75 degrees when the outside temperature is negative 5 below. The unit has been unable to heat 2 floors and provide an inside temperature of 68 degrees unless the outside temperature is 30 degrees or above. The bottom line is that the 105,000 BTU is not powerful enough to heat our home and this company does not want to replace it with a 150,000 BTU boiler.Desired Settlement: I would like [redacted] or a manager call us to set up an appointment to replace the unit they installed on 2/17/15 with a unit that is 150,000 BTU that can adequately heat our home.

Consumer

Response:

I would like to inform your office that Service Professionals has since replaced our boiler on Friday, February 27, 2015 with one that provides adequate heating. I would like to extended my sincerest gratitude for your assistance in resolving this issue.

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

Regards,

Review: I purchased a new HVAC system from this company in May 2014. It has never worked correctly. The air conditioning and heat work sometimes, but then suddenly without warning the system shuts down. I called the company about 30 times during the summer to get it fixed and was visited by technicians about 20 times. The cooling problem was never fixed, I was told it was working correctly. Some small parts were replaced, but thats it. When the cold temperatures came a few weeks ago, the system failed again. It seems to fail when I need it most when its cold or hot. It has failed on 4 separate nights (when its cold) and I have been visited 4 times already by technicians and they cant figure out how to fix.Desired Settlement: I want a full replacement of the current system with a better more stable system that will work all of the time. I also want to not be charged for labor or parts for at least 10 years. IF this is not acceptable I want the system removed, a full refund, and in addition I want $2000.00 to pay for hotel stay while a new system is installed by another company.

Business

Response:

[redacted]I am so sorry that this problem has resurfaced. [redacted], our Installation Manager will come by today at 3:30 pm to discuss our next step. Regards,[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I received 3 more visits from the company and I still dont have any heat. Both of my daughters are now sick, and my family will need to move out of our house and find a place to live elsewhere. I demand a completely new system or a full refund and I need to start finding a more competent company to install a system for me. I am very upset, this is a horrible situation, I cant believe this is real.

Regards,

Business

Response:

[redacted]I'm very sorry for your dissatisfaction with our company. As you know, we are currently at your home working on the heat. At last report, the heat had been running for half an hour without issue. We have also scheduled the manufacturer to visit your home for an evaluation. I understand how upsetting it is when these things happen. Please know we are working diligently to remedy what we can, while respecting the choices you make as a homeowner. We have provided recommendations that we feel will improve the air flow in your home. If you would like to discuss them further, we'd be happy to. In the meantime, feel free to call our office with any concerns. Regards,[redacted]

Review: On 7/3 I called Service Professional to repair my central air unit. Their repair tech came to my house and after looking at the unit stated that the compressor was "dead". He told me that he would arrange for a saleman to come to my house that night and sell me a new unit for around $4000.

At that point I decided to get a second opinion which determined that my capacitor was faulty, it was replaced on 7/4 for a cost of $260. I want my $95.23 back from Service Professional I think this was a scam. The second tech was able to determine that it was the capacitor in less than 5 min.Desired Settlement: I think that this practice of saying that the unit is dead then having a salesman ready to sell you a new unit the same day smells.

Business

Response:

Good Morning,

I reviewed your file. I'm sorry you disagreed with the technician's findings. He based his recommendation on the compressor as well as other information provided by your family. Because you are dissatisfied, I will refund the diagnostic fee. Please check your statement, your should see your refund in a few days.

Warm Regards,

Consumer

Response:

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

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

Regards,

My Mother paid this business in cash, so I expect a check from them.

Review: I requested service for a kitchen faucet. I advised the receptionist upon making the appointment that the faucet has not worked properly for some time, and I would want to know if it was unfixable. I was assured by her I was in good hands. The plumber spent 90 mins. trying to sell me everything from a water softening system ($3700) to a new boiler, to a hot water heater. He was condescending and wasted my time, but I needed my faucet fixed so I did not ask him to leave. He said the faucet was fixable, and repaired it. 3 days later, the faucet started gushing water into my kitchen and adjacent dining room. The faucet could not be turned off, and was completely broken, worse than before the plumber "fixed" it. I called the company to repair it properly and immediately. I was told that other customers were without heat and hot water, and that the earliest appointment was 2 days later, when a storm was predicted which would likely delay the appointment further. I was also told by the receptionist I should show more concern for the others whose problem was worse than mine. The receptionist was unprofessional and continuously referred to the fact that "my faucet was broken from Day 1." Correct, that's why I needed a plumber!!! The GM eventually agreed to send someone out that day, but by the time someone was available I decided I didn't want anyone from this company touching anything I own. I requested a refund, and was told it would be processed 2 days later, then mailed 2 days after that. That would have been Wed 3/5. I still haven't received it. I have called 2x to follow up and no one returns my calls.Desired Settlement: I would like to be refunded the cost of my expenses, which was promised to me by the GM and the receptionist. Ideally, I would like the receptionist to develop some customer service skills, and the company to stop trying to upsell, but since I will not use this company again, it would not likely affect me if they change their practices or not.

Business

Response:

[redacted]

I would like to apologize for any inconvenience caused by our recent visit. While some customers feel that our thorough inspection and reports are unnecessary, most appreciate the advice. We never insist that anyone make the suggested repairs, As to the repair that was done in your home, I'm sorry that it was not satisfactory. We mailed a refund of $59 plus tax to you on March 11, 2014. While we would have liked the opportunity to correctly repair your faucet, I understand your hesitation. We should have been more attentive and respectful of your needs. I will make sure we improve in the future. If you'd like to check in and give us another shot in the future, we'd be happy to have you back.

Expensive but the team is great. I've used Service Professionals before and they are very responsive, professional and 'know what they're doing'.
[redacted] is a very nice and cheerful guy and clearly is an expert technician. I would ask for him again! Thanks [redacted]

Review: I called this company in March 2014, they sent James who didn't know what he was doing. He claimed the ppl that hooked up my boiler did it incorrectly and inform us we needed a new fan in the system which would cost us $1300.00, we agreed and had him installed the new fan, January of this year 2015 we started having the exact same issue as we did in march of 2014, we called back service professionals and they sent the same guy (james) he came, my husband got the syetem running before James got here. we paid $89.00 service fee and he left after doing absolutely nothing. A week later we had the same exact issue again called back service professionals again james came and told us he didn't know what the issue was but we could get a new thermostat which may or may not be the problem, we got and he installed a new thermostat, then he stated the flame ignitor and sensor may be bad but he couldn't tell which it was and we were better off replacing both parts. for another $703.65 we did. my husband asked him for the old parts that he changed but since he had left b4 we asked for the parts he made a big fuss to bring the old parts back to us, we told him that we was going to complain about him because he never brought a new part in the house or took an old part with him, he had no tools or tool bag in his possession, how could he have changed the part, he bought a piece of part to us and it was never used or barely used. today 02/26/158 we are again having the exact same issue no heat in the house, I called and there receptionist was very rude saying we have to pay another $89.00 service fee, mind you this fee is returnable if they have to come bk for the same issue, they came bk 3 times fot the same issue and again we are paying the $89.00 service fee. this company is thieves and do not know what they are doingDesired Settlement: total reimbursement of $970.65 703.65 for parts that was never changedand $89 times 2 for service fee paid to have them come out for the same job that was originally done. this fee was and is refundable as they stated.

Business

Response:

Good Morning,It is our company policy to quote the $89 diagnostic fee with each service call, warranty or not. As stated, we also inform our customers that this fee will be waived if it's found that the there was a problem with our workmanship or parts replaced, otherwise the charge stands. We are scheduled to return today and will address your other concerns at that time. Please call the office at [redacted] if there is anything that you need prior to our visit today. Thank you,Tara B[redacted]Office Manager

Consumer

Response:

Review: [redacted]

I am rejecting this response because: first of all the issue from march 2014 to this day is still standing I have no heat. I am continuously paying 89.00 service fee to get nothing done.

Regards,

Business

Response:

Dear [redacted]I'm sorry you feel we haven't satisfied you with our response. At this point, I feel the need to clarify a few things.You mentioned April 2014 in your letter. This was our first visit to your home. The repairs done at the time (blower motor and wheel) are complete and have nothing to do with the issues you have calledabout this year. The first time you called with no heat this year, January, we arrived to find the unit was working. James explained that it is difficult to diagnose a problem with a system that is working, but made every attempt. He noticed that the thermostat wasn't in great condition and said that might be the problem. That was the extent of our visit.The second time we visited in regards to this issue, you called to have your unit tuned up. James was alerted that the problem was happening again. He explained that a tune up call was not what you were looking for. Jamesdiagnosed the system, which was again in working order upon arrival making the diagnostic difficult, and suggested it may be the ignitor and sensor. You agreed to have those installed. As a courtesy and at no extra charge, James installed a thermostat supplied by you, uploaded an app for your new thermostat on your phone and set up your wifi. Everything was fine upon completion. James cleaned up and took the old parts as is our policy. [redacted] called James demanding the old parts back. James suggested you call the office, as he was on his way to another customer. The office then sent James back with the old parts. Jamessuggested another technician from our company if you felt his work was not up to par. You called our office a third time in regards to this issue. We simply explained our policy; if the call is unrelated to our repair there is an $89 charge. You agreed, then called back to cancel. We were not given the opportunity to check the system. We do not feel that a refund is in order.Thank you,Tara B[redacted]

Consumer

Response:

Review: [redacted]

I am rejecting this response because: this is the beginning of a run around. first of all yes I contacted your company in march of 2014 reason being I HAD NO HEAT in my house. your tech James came to my house and checked the heating system my system is 2 years old and he said he doesn't know the exact problem but it could however be the blower motor. he claimed the boiler was incorrectly installed so we agreed to pay the 1200. and have the motor replaced. less than a year in January of 2015 I again contacted your company reason I HAD NO HEAT by the time your tech came to my home my husband had came from work and restarted the boiler system so the heat was working when james did eventually arrive. he said THE HEAT IS WORKING SO THERE IS NOTHING HE COULD DO, HE SAID IF THE PROBLEM CAME UP AGAIN JUST GIVE THE COMPANY A CALL HE CHARGED US $95.23 AND LEFT. but said we could change the thermostat. my husband ordered the new thermostat and a week later I HAD NO HEAT. AGAIN, your company was called and again James came he went to my seller checked the boiler and said HE DOESNT KNOW WHAT THE PROBLEM IS EXACLTY, BUT IT IS A POSSIBILITY THAT THE FLAME SENSOR AND IGNITOR NEEDS CHANGING, HE GAVE ME THE PRICING AND SAID IF WE CHANGED ONE IT COULD BE THE OTHER SO WE HAD TO CHANGE BOTH. FOR $695. WE AGREED AND HE SAID HE HAD TO CALL THE OFFICE TO GET THE PARTS. WHEN HE FIRST ENTERED MY HOUSE HE HAD NO TOOLS OR TOOLBAG WITH HIM, JUST A BLACK CLIPBOARD. HOW ON EARTH DID HE CHANGE THE PARTS AND WHERE DID HE HAD THESE ITEMS THAT I DID NOT SEE HIM ENTERING MY HOUSE WITH IT. HE IS A THIEF AND A LIAR, WHEN I TOLD HIM I HAD ALSO BOUGHT THE NEW THERMOSTAT AND HE DID INSTALL IT BUT I DID ALL THE CONNECTION HE WAS SITTING BY MY KITCHEN TABLE WHILE I WAS CONNECTING THE WIFI AND EVERYTHING ELSE. BILLED ME $695.00 +48.65 TAXES FOR A TOTAL OF $703.65 NOW DOES THAT EVEN ADD UP. AGAIN THEIF. AFTER HE LEFT AND I CALLED MY HUSBAND AND TOLD HIM WHAT HAPPEN MY HUSBAND CALLED HIM AND ASKED FOR THE OLD PARTS THAT WAS SUPPOSEDLY CHANGED, HE STARTED YELLING AND CUSSING MY HUSBAND BECAUSE HE FULLY WELL KNEW HE LIED AND DIDNT CHANGED ANYTHING. HE LEFT MY HOUSE WITH HIS CLIPBOARD AND CELLPHONE NOTHING ELSE MY OLD THERMOSTAT WAS THE ONLY THING LEFT ON MY TABLE BECAUSE THATS THE ONLY THING HE CHANGED. ON FEB 26TH WEN THE EXACT SAME ISSUE ARRIVED I AGAIN CALLED YOUR COMPANY AND BY THIS TIME YES AM ANGRY BECAUSE THE LADY I SPOKE TO HEATHER WAS DEMANDING THE $89.00 BE PAID FOR THE VISIT. I HAD NO HEAT AND YOURE TELLING ME ABOUT 89.00, I MADE THE APPOINTMENT BUT ALSO CONTACTED MY GAS COMPANY WHO SENT SOMEONE TO MY HOUSE AND WHAT DOES HE FIND, THE FLAME SENSOR HAD RUST, IT WAS NEVER CHANGED AND DID NOT NEEDED TO BE CHANGED THE ISSUE WAS THE FILTER. AND THIS COMPANY SERVICE PROFESSIONALS WAS THEIFING MY MONEY AND DOING NOTHING. ON 2/26 A SERVICE MANAGER WAS SUPPOSED TO CALL ME BACK AS TO THIS DAY I AM STILL AWAITING THE CALL, I WANT MY MONEY BACK, AND IF IT IS NOT REFUNDED TO ME I AM GOING TO TAKE YOU TO COURT, I HAVE ALL MY PAPER WORK FROM YOUR COMPANY FROM THE VERY BEGINNING MY ORIGINAL ISSUE WAS AND ALWAYS WAS I HAD NO HEAT. NOW MY HEAT IS WORKING PERFECTLY BECAUSE ANOTHER COMPANY CAME TO MY HOME. I WANT MY MONEY BACK. THIS COMPANY ARE THIEVES.

Regards,

Service Professionals is without peer. Excellent work, honest pricing, innovative programs in place to assist customers.

good service performed on heating system

We just had a refreshingly positive experience utilizing Service Professionals for a furnace seasonal tune-up and assessment. Our technician was [redacted]
Over the last 14 years we've had over a dozen technicians from various companies come out to do the same, but I received a discount offer through [redacted] for a $49.00 seasonal tune-up.
[redacted]i was a surprising exception to the rule- which, to date has consisted of technicians telling us the end was near for our admittedly old unit every year for the last 14 years. In addition, we became resigned to the fact that with each visit from a tech, would come the exaggerations, the aggressive upselling, and outright lies about the condition of our furnace.
[redacted], obviously extremely knowledgeable, managed to intelligently and clearly explain what he was observing during his inspection of the furnace, while we stood by to see for ourselves what he was describing. He patiently answered any and all questions to our satisfaction, and patiently clarified our options. He never tried to upsell us.
We would trust this man at any time in our home to service our equipment. Bravo to Service Professionals.

This morning [redacted] came to service my furnace for the winter. He called just before 8 to advise he had to stop for gas but would arrive 8:15am. The appointment was to be 8:00-9:00am and I appreciated the phone call to advise me he was on his way. He instructed me on the furnace and humidifier and helped advise me on how to turn off plumbing in the entire house. I found [redacted] to be professional and more than helpful to the questions I asked him. He even went outside after the paperwork was signed to get some tags to make the two faucets for outside & the whole house water valve so I would know in the future. He is more than accommodating and helful.

Review: We contacted the business to have them snake our basement toilet. They sent an inexperienced plumber, he got the snake stuck in the pipe. The company insisted that there was a break in the pipe. They left the snake in the toilet open, unprotected, raw sewage and methane gas was seeping into my home fro 4 days, the job that was supposed to cost $500, was now $5000.00. They would not agree to remove snake until we agreed to pay the cost to remove the snake and do the "repair". The damaged my window and wall in an attempt to remove the snake. The sewage damage resulted in my basement having to be gutted. I had to leave my home for 4 days to because of the unsanitary conditions The company took no effort to try to stop the sewage damage, did not have urgency to try to repair the issue when they did receive the permits. Total lack of customer service and communication. I subsequently hired another company after we did not hear from Service Professionals when they did not show up to do the work. We received one more call saying that they needed an additional $1800.00. The snake was removed. I have documentation that there was not a break in the pipe, it was the snake head was too large for the pipe. I have pictures of the damage, notes from plumber who removed the snake.Desired Settlement: I request reimbursement for my out of pocket expense related to the removal of the snake, damage to my window and wall, and my insurance deductible.

$5004.25

Business

Response:

We will continue to deal with this through our attorney. [redacted] had already contacted his attorney when I received this message.Thank you,[redacted]

Review: On 4/27/2015 a contract was executed for replacement of HVAC systems, install of NG piping to supply new heating system, and replacement of existing electric water heaters. The total price of the contract was $42,650.00. Once the water heater was installed we were given a few weeks to determine if it was operating satisfactorily, or if we wanted the recirculating loop installed. We did find that during this period of time the unit was operating to satisfaction. Shortly there after we started to experience issues with the unit where it was not providing reliable hot water service to the dwelling. Several calls were made to the contractor to effectuate a repair, to no resolution. On 8/9/2015 a letter was sent to the owner/president of the company expressing dissatisfaction, and asserting a demand for the unit to be replaced under the companies advertised "100% Satisfaction Guarantee". The stall tactics continued, and no resolution was ever delivered. While the 8/9 letter had a relief deadline of 8/14 we agreed to let them send a plumber in on 8/17 to examine the fixtures, in spite of the fact that we felt this was another stall tactic, and we let them know that. Following the work of 8/17 after another day of unreliable service we asked for replacement, and were told that the owner was out of town and could not be contacted to approve the replacement till the following week, we had an appointment of 8/24 at 12 Noon. At 11 AM they were contacted, 11:30 they called back and attempted to further delay -- demand was made for resolution, and a technician was sent out at 2:53 PM. He ran into an issue and was unable to fire up the new unit, leaving the dwelling without hot water because it was too late to acquire the necessary replacement part, but had they arrived on time, we would not have been in this situation.Desired Settlement: Job completed to customer satisfaction, any additional service calls that may be needed over the next 12 month period on any of the systems installed should be reimbursed actual cost to the buyer from this contractor for repair services needed for the equipment installed by qualified service professional selected by consumer. And just and equitable relief for the inconvenience of not having hot water servicing the dwelling due to the practices of the contractor. Actual losses are accruing and unable to be quantified at this date.

Business

Response:

As it pertains to the customer we installed his equipment on 5/4/2015 and as he stated we had given a few weeks for him to determine which hot water heater he wanted in his home. The job was completed with new hot water heater on 6/12/2015. The customer called in on 7/13/2015 stating he had no hot water we came out the same day and were able to restore his hot water. He then called in on 8/5/2015 stating he had no hot water again, we went out that same day to address issues. Between that day and 8/24 there were several visits to his home to do everything we could to ensure his satisfaction. At no point did we avoid him, the delay was due to us having to work with the manufacturer of the product and taking the necessary steps to go through their warranty. We ended up resolving the issue by all together removing that product and replacing it with a completely different product on 8/24. Since that date there have been no issues and no service calls. I hope providing this information can resolve this. Please let me know if you need any additional information from me, I will be happy to provide.

Consumer

Response:

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

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

Regards,