Service Star

This is my rebuttal to message from business dated 10/1/from Service Star A/C and Heating Coit was a bait and switch he usedHe told me a price of $a month for years (end) for ten years I would end up pay $ The unit that was ok with me, but now it seems he was met authorized to make promise to me, and make me pay for his mistake Yours truly, [redacted] P.S The finance company want to make me pay: $a month for: months

Please contact *** ***Per the owner the statement has to be resolved on the Revdex.com prior to him dropping off the check, and the service agreement was extended yr for a total of yrs, not This will be a new complaint against the company and will also need to be resolved

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
In an attempt to resolve
this issue with Service Star, we are accepting Mr***’s new proposal for a
10% adjustment and the service agreement extension. We would like to have this resolved: please follow through on your part

There have been several excuses as to why Mr*** wants his money returned to him1st -He had that money set aside for his dental implants due in March 2nd -Mr*** has severe medical issues 3rdMr***’s pension is less than $38,and $9,is 24% of his incomeAs stated in all of the responses from Service Star Inc., Mr*** signed not only the contract, but the forms he has attached in previous postings from *** *** FinancingReplacement is what Mr& Mrs*** requested to speak about, Mr*** did not bring this up, and The ***’s didAlso, repair of the original unit is always the 1st option given to all our home ownersAs seen In the Work Order attached, there was no mention of CO Leakage, cracked heat exchanger, or price to increase next month or technicians very busy, these are scare tactics that are not used by Service StarWe make sure our homeowners are well informed so that they can make an educated decisionAlso, Mr*** is NOT a salesmanHe Is a Service Star Senior Technician and has been with Service Star for yearsMr***’s statement that Mr*** “Stated that he wasn’t supposed to do this” is an untruthMr*** completes Furnace Tune Ups daily, at least a dayThat is Mr***’s job here at Service StarFurthermore, Mr*** did NOT diagnose a CO Leak in Mr***’s FurnacePlease reference attached Service Star Work Order#***Mr*** showed Mr*** pictures of his furnace, as Mr*** stated in his first letter to the Revdex.com, and accused Mr*** of using pictures that were not Mr***’s FurnaceThe pictures have dates printed on the IPad that Mr*** showed Mr*** and they would’ve shown when he was looking at themThe pictures shown to Mr*** were of Hot Spots in his heat exchanger, which is very common when the heat exchanger starts wearing outMr***’s system was wearing out sooner than because the system was very undersized for his houseOriginally he had a 1/ton system, and he has a Square foot houseHis original system had to work twice as hard to heat and cool that size of homeMr*** did not use “Scare Tactics”, Mr*** requested to go over pricing of a new system and all of his options for changing out the complete system as he was very concerned of the extremely high electric bills due to that system having to run all day because it was too small, and he was never able to get his home to be comfortable with his current systemMr*** was aware of this prior to Mr*** arriving at his home, he told the dispatcher and it was on the notes to Mr*** when he received the dispatchMr*** was offered different systems when he chose to replace the unitsThey were as follows: Basic Seer 80% Single Stage $7,Bronze Seer 80% Two Stage $6,Silver Seer 95% Single Stage $10,Platinum Seer 95% Two Stage $12,Mr*** decided to purchase the Sliver system, and received $1,off the original price of the systemAlso he received a lot of extras that aren’t usually included In the contract for replacement such as, Years Club Membership to Include preventative maintenance at no cost for the next years, on top of his year Manufacturer warranty for ail parts and labor, Also included was a washable filter for his 2nd return, and boxes (Filters total) of Dynamic Air Pads for his Electrostatic filterThe Duct test and seal Is also included, as well as a Digital thermostat and the building permitWe typically only include 1-years of membership And the warranties vary on the system you purchase, but hardly ever do we offer years manufacture warranty across the board as we did for Mr***Service Star made every effort to try and deliver and install the Dynamic air pads, and the damper system that was not included in the contract, and would be at no cost to Mr***When Mr*** called to ask when would be a good time to complete this work, he told Mr*** that we are no longer allowed on his property, and proceeded to call Mr*** profane namesHe also stated “This isn’t the first time he’s done this with his *** Card; and he’s confident he will get his money back”So, let’s re-cap; On Mr***’s paragraph on his complaint he stated as follows: 1.) “ Mr*** is a Salesman” Answer: Untrstarted out as an Installer and has excelled so well in his career that he is now our Senior Technician, so he is not a SalesmanPlease refer to Exhibit (1AA)Print out from our system showing you what the technician got from the information that we received from the homeowner2.) “How can he diagnose a CO Gas Leak thru the heat exchanger without a probe and TV monitor?” Answer: Mr*** did not state anywhere on any documentation that Mr*** had a CO LeakPlease refer to attachment (1A)Mr*** stated it on his complaint, he showed him pictures on his IPad, you don’t have to have a Monitor and Probe to see the heat and stretch marks that years of use will leave on a unitHowever, please refer to pictures marked as Exhibit 2A, 2B, 2C, 2D, and 2EIf he didn’t show you pictures, or have any tools, why was he in your attic taking these picturesI find It hard to believe that h went into your attic and didn’t show you any pictures3.) “He didn’t have any tools or instruments and had to borrow our ft Ladder to go on the roof.” Answer: Mr*** knows this to be untrueALL of our trucks have extension ladders on themThey are on their hours a day days a weekI’m really not sure how to respond to this lie, or just not say anythhing at allI don’t think this accusation deserves a response4.) “MrF did not show us any proof of necessary replacement or repair of our furnace.”Answer: This is a redundant complaintThis does not need to be addressed againParagraph #in Mr***’s Complaint, he states how old his units are and who took care of them etcThis has no bearing on the work that Service Star IncdidIf those companies had serviced your units thus far, where is the documentation? Why wouldn’t they come back to tune up your furnace? Is there a complaint by you for them on the Revdex.com? Usually if a customer has a company service their units for that long they stay with them regardless of priceParagraph #he accuses Service Star of using marketing lies like, prices to go up, which they typically do at the first of the year due to equipment prices increasingAvailability of technicians to do the work, this one I don’t understandHow would this get Mr*** to install the system sooner? It would make us look incompetent and that we didn’t have the manpower to do the job? We have never NOT had the technicians to install a systemThe *** and the IRS Energy Rebates are true and still available actuallyPlease reference Exhibit 1G and 1HI have attached the application for SMUD, and proof that the IRS is still offering the tax rebate on tangible personal propertyHe needs to do his due diligence before he accuses a company of giving informationThe IRS Energy Rebate Is done by the Tax Preparer end all he needs is a copy of his contractThe *** Rebate forms I actually had ready to mall to Mr*** when all of this started, I was instructed by legal counsel not to send anything directly to the ***’s until this Issue Is resolvedCompetitor’s ads show the lower price for equipment because they are quoting a smaller system, and the least efficient unitWe can also sell smaller less efficient units at $5,000.00, however It won’t include the extras that were given to Mr***, and all he would get would be the Installation of the equipment and a permitPlease reference Exhibit 1FThis is a competitor’s ad that Mr*** refers to in his complaintThe ad states New Heating and Air System only $4,However, if you look at the small print It states the following: UP TO TON UNITS INCLUDES .80% AFUE FURNACE INCLUDES SEER AC WITH MATCHING COIL INCLUDES INSTALLATION AND PERMIT Then In really small print it states “For a limited time onlyCall for Details.” Which means there’s more to it than what you’re seeingThere’s hidden fees and costs that the homeowner will have to pay forWith Service Star the price you pay includes the HERS Rater Testing, which by California Law you must have if you’re installing a refrigerant containing systemIt also includes the cost of the permit, regardless If it’s $of $400.00, Club Membership for several years to make sure our customers maintain their units and this is at no cost to themThe Hers Raters Testing cost could range from $200.00-$per home as wellWe also do all of the Rebate paperwork for our homeowners If it’s available, so there is as little for the homeowner to do besides to be In their home and enjoy the comforts of their new systemAs far as having hung up on the ***’s, they were Informed It they did not stop using profanity and yelling at us, that we were going to hang upNo one In a business should have to be treated like that, and we do not expect our employees, nor will I be treated like that over the phoneMr*** calls what Mr*** did was fraudI call what Mr*** is doing Is Slander Per SeSee below for definitionMr*** intended for all of this to happen, that’s why he moved the payment of the system from financing to his credit card the day it was installed, as he told MrConrath, he’s done this before*** Card will not return his money because the documents that were given to them prove he wanted to purchase the system and he was notified of his day right to cancel as his signature was in different places and again on the contractAnd he won’t be getting anywhere with anything elseSlander Per Se: Slander in itself that does not require proof of special damages Statements (a) Accusing the plaintiff (Service Star) of a crime(b) Adversely affecting the plaintiff’s trade, occupation, profession or calling.(C) accusing the plaintiff of having an offensive or loathsome disease or (d) accusing the plaintiff of unchastelySource: Wests Legal Thesaurus//Dictionary Special Deluxe Edition William Statsky

Here we go again: if you first succeed, keep trying. Look at Revdex.com complaint information against Service Star on 3/27/2014. That's want happened to me except that complainant did not buy the bait put out by Service Star. Mr*** (MrF) of Service Star succeeded in my case. That's why I am fighting my case! First question: how can Mr*** do proper diagnosis of my furnace? He's a salesman and he even stated that he wasn't suppose to do this when he came to inspect our furnace for the $special on 10/30/Furthermore how can he even diagnose CO gas leakage thru the heat exchanger with without a probe and TV monitor? He didn't have any tools or instruments and had to borrow our foot ladder to go into our attic! Did he really come to do the inspection? Common sense would tell you that he was hell bent on selling an upgraded system with the myth of leaking CO gas thru the heat exchanger (a known fact with HVAC experts). If he took pictures as asserted, why didn't he tell us that he did and show them to us? MrF did not show us any proof of necessary replacement or repair of our furnace. My system came with my new home in and we did not move in until the end of and the units (A/C & furnace) weren't put into service until after that time. As new furnaces have aluminized heat exchangers have a minimum of to years, it is very improbable that the furnace could have the problem as MrF stated. Furthermore, all our systems have been under maintenance contracts with *** and *** *** for all those years with extensive improvements, systems rejuvenation, and duct cleaning. They even showed us the new and replacement parts! He did not offer us any repair option as Service Star stated. Mrs*** did not make any alleged decisions! MrF did not offer (4) different systems to us! What were they? He used marketing lies like prices would go up, availability of technicians to do the work, SMUD and IRS energy rebates, etcto push the sales without doing the due diligence mandated by DCA regs to offer a days waiting period in writing and ORALLY. He had the job done on 10/31/2014, day after the contract was signed. In November 1, and thereafter, in the *** *** three competitors ran ads to do what Service Star did for less than $7,(from $5,to $6,995) rather than the $9,000 I paid (which he claimed was a bargain), MrF has been in the business years so he knows all about the tricks of the trade. He knew what he was doing! It should be obvious that MrF used concealment and unfair business practices to procure a sale which does indeed translates into FRAUD. Also, Miss Shelly and MrF have hung up on us when we tried to reason with them by phone (we can provide dates an times of those episodes). Service Star did not try to deliver the Dynamic Air Pads, they did not even call us to inform us that they had received them (if so, when, and if we were not home wouldn't they have called us or even left a note requesting that we be home for such a delivery)? They should have called us as to when they could deliver these pads to us! Question: why did they tell *** Card that we had a year warranty ending 10/31/and tell you that we had a years warranty? We called Service Star to inform them that we had uneven heat distribution in our rooms because a HVAC friend told us that Service Star needs to put a damper in the system, so we called Service Star. Whereupon, later Mr*** *** called (Friday, 12/19/@am) to ask when they could come to put in the damper. We did not grant permission for them to do so (Friday, 12/19/@ 1:20pm and asked *** to tell them not to come)as we have lost confidence in their integrity. Actions whether by Service Star or MrF left much to be desired

I apologize for the confusionIt states on the contract the following:
"This contract Constitutes the entire contract and the parties are not bound by any oral expression or representation by any agent of either party purporting to act for or on behalf of either party or by commitment or arrangement not specified in the contract"
If there was something "promised" it would have been notated on the contract in writing and initialed by both partiesYou signed the contract, as well as the financing documents in (3) places prior to this contract taking affect, the financing documents note the percentage rate, and the plan the Customer Chooses, we don't choose your payment planThe repayment of the loan does not do anything different or pay us more than the other so there's no reason to "Bait and Switch" any customers regarding A percentage rate or how much there payment will be, or how long it takes to pay it off.
If there is anything I can do to help please let me know, I will do what I canThe financing documents were in your writing, and signed by youI can't change thoseYou can call GE Financing and ask them if they can change your rate, we don't have access to your account, and can not speak on your behalfAs far as someone promising something, I don't have any notes stating anything was promised and right now is just "hear say"This company has been in business for over "40" years, we wouldn't be able to do that if there was a "bait and switch" and if we didn't abide by our contract documentsWe try to make all of our homeowners as happy as we can if its within reasonable circumstances.
Please let me know if there's anything I can do to help.
Thank you,

This is my rebuttal to message from business dated 10/1/14 from Service Star A/C and Heating Co. it was a bait and switch he used. He told me a price of $75.00 a month for 10 years (end) 400.00 for ten years I would end up pay $9000.00.  The unit that was ok with me, but now it seems he was met authorized to make promise to me, and make me pay for his mistake.
Yours truly,
[redacted]
P.S.
The finance company want to make me pay: $93.00 a month for: 136 months

The salesman can offer you a certain rate, but it all depends onyour credit score. No one can guarantee a rate or a payment amount. I would be more than happy to forward a copy of the financing documents you agreed to and signed.
If you have any questions regarding this matter I would gladly speak...

to you during normal business hours. There was not a "Bate and Switch" on financing documents,  you had to agree and sign the documents or the financing would not have been approved.
Thank you

This letter is in response to your complaint on the Revdex.com, regarding the installation of your 4 Ton 15 Seer 80% 2 Stage Energy Star Equipment, with Dynamic Pad Replacements, Building Permit, Duct Seal and Test, Title 24, 5 Year Club Membership for Service, 10 Year Parts and Labor Warranty on All the...

equipment.   First we would like to address your statement regarding the “Ponzi Scheme” allegation. We offer a full Tune Up on the Furnace where our technicians are capable of giving you a complete status on the performance of your HVAC System. In this particular case, the technician found some potential problems with your heat exchanger, and the inducer motor was putting out high amps. The technician took pictures of the damage to the unit, so if they were unable to get in the attic, they could see the condition of their unit and make an informed decision. This is never hidden from our customers, as we like them to be as informed as possible. We never pressure anyone into making a rash decision, this is why we’ve been in business for over 40years.   The technician offered you the option of repairing the system, or upgrading to take advantage of a higher efficiency system. Mr. [redacted] mentioned to the technician, that their utility bills were very high, which the high efficiency unit would help with this issue.  But ultimately it was Mrs. [redacted]’s decision which route to take. She chose to purchase the higher end unit, they were given the option of (4) different systems to fit their budget. They chose the Silver system, which is one below the best we have to offer.   Secondly, we would like to address the SMUD rebate, and the tax credit are still available through the end of 2015. This has been verified with SMUD and the IRS as of January 2015. Regarding page 3 of the attachment, regarding the Dynamic Air Pad Replacements, and that they never received them. On December 29th, Service Star received a fax from Mr. [redacted]’s [redacted] Card stating that he is disputing the charges for the installation of the HVAC units he contracted with Service Star to install. Even though Service Star tried to complete the contract by delivering the Dynamic Air Pads, that he was getting at no extra charge, Mr. [redacted] would not allow us to come back to install them. They are still in our office, and we are awaiting the opportunity to be able to return to install them.   I would like to address the statement on page #4 of the attachment. The permit letter was completed on the date of install, so that the appropriate information is sent to the homeowner in a timely manner. The received date on the letter is due to us waiting for the duct seal and test to be verified and approved by a third party Hers Tester, as well as the City of Sacramento. Once Service Star receives all documentation, it is then Certified Mailed to the homeowner. The Service Club Membership form that was sent with it, extended his Membership to 5 years as promised. I’m unsure why he is stating that this is a lie by Service Star, we supplied all documentation to prove otherwise.   In regards to the financing documents he sent to the Revdex.com. Mr. [redacted] chose to use [redacted] for financing, as shown by his signature. The invoice number and description was written on there for our documentation, as the [redacted] Credit Process is completed online. These documents are not sent to [redacted] unless requested.   Then Mr. [redacted] decided to use his [redacted] Credit Card instead of [redacted]. Out of good faith, we allowed him to use the credit card. Now he is disputing the entire charge, and stating these funds were to be used for his dental implants due in March 2015 as stated on page #8 line #2. He spoke to the owner of Service Star, and stated “This is not my 1st rodeo with disputing charges on my [redacted] card!”   We have completed our contractual agreement as written on contract #9465, and done everything we could to please Mr. [redacted] and complete his demands. The system was installed properly, and performing to manufactures specifications, and Mr. [redacted] is in receipt of the building permit, and supporting documents to finalize his permit. If you have any further questions, please contact our office.

Ms. [redacted],
 
I would like to start by saying Mr. [redacted] has already contacted Mr. & Mrs. [redacted] regarding the purchase of the heating and air conditioning unit and has came to an agreement with them approximatley 2 weeks ago, so I don't agree with the statement that we didn't respond....

I, myself have made several phone calls to you with no return phone call. When you first contacted our office regarding this issue, I spoke to you directly and I explained that I could not speak to you regarding the contract between Service Star and Mr. & Mrs. [redacted]. It is a contracted agreement between the homeowner and Service Star and we can not give anyone but the homeowner the details of the agreement, or the agreement that was reached when Mr. & Mrs. [redacted] spoke to Mr. [redacted]. 
 
I also wanted to address the technician stating he could get them 7% financing, we do not promise anyone a certain percentage of financing because every homeowner knows that percentage depends on the credit score of the person requesting credit. Service Star does not exploite senior citizens, the owner of this business is a senior citizen and he wouldn't allow that. I take offense to the fact that it was stated we are a unscrupulus business taking advantage of senior citizens, The owner of Service Star contacted Mr. & Mrs. [redacted] and spoke to them directly when he heard there was a problem and they were unhappy. He came to an agreement with them and they are very happy with the service they were provided, the system that was installed, and the fact that the owner of the business spoke to them directly. 
 
As far as someone else purchasing a system that isn't a mobile home for 8,000. In the HVAC business, the cost of a job doesn't depend on what it is we are installing, it depends on what needs to be done at that particular home to make it right. We don't just throw in a system like the one before and hope everything else is ok. We look through the entire system, to assure that every homeowner is getting the best seer rating and air flow from their system. We also include 2 years of free maintenance with our contracts. I would request to see the other contract and see if we are actually tailking about the same size system, washable filters, maintenance etc to see if what they purchased was the same as the [redacted]s. 
 
As far as the pricing of equipment and labor you stated on your complaint goes you are way off on the cost. There are several items you aren't taking into consideration, and the mens hourly wage, administrative cost, and materials is a lot more than you stated. As I am not going to state the cost of these items, I would urge you to try and put in a system, pay your employees, and keep a business running with those numbers. 
 
In closing, I would urge you to contact Mr. & Mrs. [redacted] and ask them about the conversation they had with Mr. [redacted], it would clear up this entire conversation. 
 
Regards,
 
[redacted]

Review: Service Star tech told us the blown motor relay was failing & wrty ended 3 yrs, my wrty says 5 yrs; now when called won't cover cause of maintenance.

On Nov. 04th 2013 approximately 1:30 Service Star tech [redacted] said the blower motor relay needed to be replaced due to failure. Tech said caused from dirt & dust in motor that was sealed. The blower motor relay failed from inside air intake. Tech reminded us it was a part that wears and tares. When asked if covered by warranty tech replies 3 years was my warranty. He suggested to order a filter of 70 to 90% too contained particles. I have a silver membership account so you receive 20% discounts on parts & misc. Purchased new part for $202.00. Double checked warranty noticed its a 5 years warranty full labor & parts; called Service Star the following day spoke with manager replied with my unit hadn't been maintained in 2012 for that reason part was not covered under warranty. Desired Settlement: The purchased that the service tech charged me for the blower motor relay.

$202.00

Business

Response:

Initial Business Response

The technician found that the unit and filter was clogged and very dirty. The warranty states that the customer has to maintain the unit on a yearly basis, since the unit was not serviced in over a year and had not been properly maintained, that the warranty was voided. We have to return the faulty motor relay to the manufacturer, when they see the amount of dirt in the unit, they will not honor the warranty, leaving Service Star financially responsible for the part. In the warranty documents it states that the homeowner must maintain the unit and this had not been done. I spoke to the homeowner and tried to explain the warranty issue 3 times during 3 different phone conversations, and was yelled and cursed at. I also stated that she is more than welcome to call the manufacturer and verify our statement.

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

Review: I placed a call on 6/24/2014 and Service Star responded on the same day to repair my central air conditioning unit. [redacted] informed me that the fan motor needed replacing. He installed a new fan motor and two capacitors and charged $ 709.00 which I paid by American Express. The air conditioner malfunctioned in four weeks and I called Service Star. They informed me that someone would be out the next day. I informed them I had a medically fragile resident living in the house on oxygen and I needed the unit fixed. No one showed up. Within a few days the unit completely stopped working. I called Service Star once again on the 26th July. They informed me they had no emergency service and could come out in two days. I then called A+ air conditioning who came out the following day. They diagnosed the air conditioner was getting no power and saw that the main breaker to the house had failed. The air conditioner quit cooling. A+ once again returned to my house and discovered that the incorrect motor had been installed by Service Star. The original motor was a 1/5th horsepower motor which was replaced with a 1/3 horsepower motor and two capacitors rather than the original one. Service Star has refused to rectify the situation. Now I am told that now the compressor may have failed.Desired Settlement: I would like to have my air conditioner repaired, replaced and/or money refunded.

Business

Response:

I would like to start by saying there are untruth's on the customers statemnent. When Mr. [redacted] called he stated he had an appt on 7/26, however there wasn't a call scheduled with our company. He stated We also do have emergency service, we do have emergency service so that would not have been stated by our office. I informed Mr. [redacted] that we would be out the following day to repair the ac unit. He then started swearing and verbally threatening me over the phone regarding the medically fragile resident, then called my tech on his cell phone and left a message that stated "I just called up and threatened your office girl! What do you think about that? Ha ha ha." which my tech still has the message in his phone. Main breakers trip due to overload, they don't fail. The motor originally installed in the unit was a 1/5 horse power according to Mr. [redacted]s statement. A+ AC told him that we installed the wrong motor, the 1/3 horsepower is larger than the 1/5 hp, and you can increase the horsepower, just not the RPM's. So he actually got a better motor than was originally installed. In an effort to make sure he got the ac unit working right away, the tech offered the larger motor at the same price, and then also waived our diagnostic fee of $59.00. He also stated that the compressor "may" have failed. If the compressor failed the unit would no longer be running so I'm not sure what he means from his statement. Mr. [redacted] contacted American Express and received all of his money back, 709.00, as well as the club membership cost of 11.95 per month for 4 months. He kept the motor, got all of his money back, and has posted horrible complaints on the internet about Service Star. Service Star did everything we could to make him happy. He has received all of his money back, the ac was fixed and he has refused to have us come back to repair the unit.

Review: Their salesman [redacted] came to my home, sold me an HVAC unit fan $7400.00, I signed the contract that I would pay for the unit at a rate of $75.00 Per month for 10 years, but when the finance company sent me the first bill they want me to pay $93.00 per month for 136 months. Looks like Bait & Switch to me.Desired Settlement: Since they tried to cheat me I think I should only pay them $400.00 for unit.

Business

Response:

The salesman can offer you a certain rate, but it all depends onyour credit score. No one can guarantee a rate or a payment amount. I would be more than happy to forward a copy of the financing documents you agreed to and signed.

If you have any questions regarding this matter I would gladly speak to you during normal business hours. There was not a "Bate and Switch" on financing documents, you had to agree and sign the documents or the financing would not have been approved.

Review: On Sat July 12th my A/C was working good as normal and on Sunday, July 13th, it would not start when I turned it on. I checked the circuit breakers, all connections and voltage at the unit. All was ok so I attempted to call Service Star as they had installed the unit and it was still within the 5 year warranty. It was Sunday so I couldn't get them and they had no message machine. I called them again on Monday at 8AM and scheduled a service for that PM. As soon as the technician, [redacted] arrived I explained the situation and he checked the filter. I could tell he was disappointed when he found it was clean. Before he checked any farther he advised me the warranty was not applicable as I had never had the unit serviced. I told him I had no problems so had never had the need for service. He then tried to sell me a service contract for about $150 a year and said this would give me 10% of the 636 leak check and $383 recharge. All this selling before he even checked the unit and determined what the problem was. When he checked the fan unit it was discover it had come unplugged from the wall. When I plugged it in, the cooler started working as normal. I checked the thermostat and the temp was 84 degrees. He told me I still needed to pay the $59 service so he may as well check the units charge. Unfortunately I agreed to this and went in to check the temperature again. It was at 82 degrees and appeared to be cooling normally. He then checked the charge and said it was low and I needed a leak check and recharge up to two pounds. We then had a lengthy discussion about the products he was trying to sell me as he had before looking at the unit. Finally he said he would check for leaks, ad a leak sealant and recharge for $500, with no warranty. I told him this was a ridiculous price and since it was working on Saturday there was no reason why it shouldn't work now that it was plugged back in. He left and I kept it running and for the next hour it never got below 82 degrees. I called the office for him to reDesired Settlement: Their actions are despicable and I want them, Service Star, out of my life with no charge to me. He did come back out and said under no circumstances could he have leaked out the Freon. I never accused him of this so I feel he had a guilty conscience. Two days later I had it recharged and a leak test done and it is working fine to this date. The cost to do so was very reasonable and the person who did it said the technician had probable let the Freon out as he had seen this several times before

Business

Response:

First I would like to state that it is mandatory for the Preventative Maintenance to be done on every unit that is installed by Service Star in order to keep the warranties valid, I also spoke to Mr. [redacted] and explained to him that on his contract with Service Star, it states that warranties will be kept in place as long as the Manufacturers Suggested Maintenance was done on the unit. Lack of maintenance will cause units to leak, and become problems. Also, I would like to point out that he said in his first sentence that " My AC was working good as normal" and then in the same statement said it wouldn't turn on. If it's not turning on, it's not working as "normal". Also, there is no way to know if the unit needs refrigerant unless he checked the charge, his statement of selling him a repair before looking at the unit is an untruth, he stated in his complaint, that he DID have to have the leak search and recharge done by another company, so Service Stars technician was correct in his diagnosis.

Review: I am filing this complaint on behalf of my sister- and brother-in-law, [redacted] & [redacted] of Ceres, California. Service Star advertised $49 for inspection/tune-up of air conditioning systems. However, instead of providing the tune-up, the sales rep insisted that their system needed to be replaced. The $49 special ended up costing them $9,548~~for a mobile home!!! He also said he could get them financing for 7%~~which ended up being 12%. This is a blatant example of senior exploitation. [redacted] & [redacted] are on a fixed income and the $9,548 bill is extreme for the items/service they received~~especially considering the fact that it was probably unnecessary. They are victims of an unscrupulous business taking advantage of trusting individuals. [[redacted]'s brother recently had the same job completed on his house (not a mobile!) for $8,000.]Service Star received my initial complaint letter on 7/16. No response, so I called for Mr. [redacted] on 8/4: he called [redacted] and said he would do a review and get back to her in a few days. No return call, so on 8/29 and 9/2 I called again. Still no response. Employee [redacted] said she turned things over to the business manager and he would call me. Still no response. Therefore, I have decided to go forward with other actions tor rectify this egregious situation.Considering the initial heating/air conditioning units probably did NOT need to be replaced at this time and that my research found the actual cost of the installed items to be less than 25% of the cost~~leaving over $7000 for installation and profit--I feel a refund is due. My research also determined that for the 2 men completing the work, the charge should have been around $1000 ($125/hr x 8 hrs). Allowing for overhead costs, etc., $6000 is still exorbitant and a hefty burden to place on fixed-income senior citizens.Desired Settlement: Service Star seems to pride itself on providing "the best in home service experience by providing ideal solutions for each individual client based on their individual needs." However, this experience says otherwise.The desired outcome to recify this situation would be for Mr. [redacted] to actually take the time to review this transaction and refund half of the profit cost.

Business

Response:

Ms. [redacted],

I called Service Star because my heater had stopped working.

They were very professional and prompt. They offered to come out within 24 hours. Their technician was very honest and professional. Everything is working great now!!!

I rarely write reviews on Yelp, but I am 100% satisfied with the service I received, and I will be back if needed.

Review: Service Star installed a complete [redacted] heater/air conditioner system a year ago at my residence and has failed to have inspection the units inspected. I spoke to Stanislaus County Building Department Planning and Zoning Division and was told that the contractors supposed to have the units inspected no longer than 6 months after installation or the property can be leaned. I have asked continuously for a year for the inspections, because inspection was not a pertinent part of Service Stars installation, my family no longer qualifies for rebates that would have been available had the unit been inspected in a timely manner after installation. The rebates totaled $3,000 that we would have qualified for. The units was installed in an unprofessional manner, resulting in particulate blockage in the brand new valve on the coil, freezing the coil and forcing the coil to be replaced, TEN months later. The coil that was installed was not a [redacted], it's manufactured by Aspen-it's not what I paid for. For ten months my family paid the additional utility cost because of blockage caused by the installer. I have a unit on my residence that utilizes deadly gas mixtures to cool, and also to heat. I have a nine month old baby, I called Service Star numerous times for inspection during this last year and am filing with the U.S. Attorney's office. California Energy Commission Efficiency Standards/ Title 24 Division told me yesterday that Service Star hasn't completed HERS Testing on my residence. Service Star had a third party HERS inspector come to the residence and failed the installation three times, oddly Service Star fired California Living Energy ( HERS Inspectors) and never had the units inspected again. I don't know how to force this contractor to be in compliance with health standards and mandatory inspection criteria mandated by the county and the state. Salesman said our home owners insurance plus the rebates make the unit next to free, units installed before home owners insurance could evaluate.Desired Settlement: I want my residence HERS inspection completed for the State of California. I want all county inspections completed for Stanislaus County Planning/Zoning Division. I want a [redacted] coil like I paid for. I want paid back for all ten months where the unit never shut off and the Utility bill was $150 over what it should have been because of complacency during installation. I want $3000- this is the money my family qualified for in rebates had the units had a timely inspection and permits issued.

Review: Service Star used a Ponzi Scheme to sell me a new furnace and air conditioning units by enticing me with a low price to inspect the units with the come slogan "Am I crazy offering a $159 furnace inspection for $39!). The same type of slogan for air conditioning. Once they do the inspection, they find serious issues that require work or replacement for safety.Myth #1: Oil leak in AC can cause damage to AC and malfunction; need over $1,000 in repairs or replacement.Myth #2: Escape of CO gas from crack in heat exchanger causes serious heath issues as this gas can't be smelled.Other lies, price to go up next month, best installers available now, SMUD credit and Tax credit for $1,000 (both expired in end of 2013!).FYI: HVAC experts state that Myth #2 has been exploded by AC/Furnace installers!They relied on the fact that a novice would not know or care to look at he units. Why would a 83 years old man climb into the attic to check the furnace?Desired Settlement: Since they removed my original units and these can't be replaced, they have to refund my $9,000 and leave the replacement units in my house. Otherwise, I will seek GA actions against the firm for FRAUD!

Business

Response:

This letter is in response to your complaint on the Revdex.com, regarding the installation of your 4 Ton 15 Seer 80% 2 Stage Energy Star Equipment, with Dynamic Pad Replacements, Building Permit, Duct Seal and Test, Title 24, 5 Year Club Membership for Service, 10 Year Parts and Labor Warranty on All the equipment. First we would like to address your statement regarding the “Ponzi Scheme” allegation. We offer a full Tune Up on the Furnace where our technicians are capable of giving you a complete status on the performance of your HVAC System. In this particular case, the technician found some potential problems with your heat exchanger, and the inducer motor was putting out high amps. The technician took pictures of the damage to the unit, so if they were unable to get in the attic, they could see the condition of their unit and make an informed decision. This is never hidden from our customers, as we like them to be as informed as possible. We never pressure anyone into making a rash decision, this is why we’ve been in business for over 40years. The technician offered you the option of repairing the system, or upgrading to take advantage of a higher efficiency system. Mr. [redacted] mentioned to the technician, that their utility bills were very high, which the high efficiency unit would help with this issue. But ultimately it was Mrs. [redacted]’s decision which route to take. She chose to purchase the higher end unit, they were given the option of (4) different systems to fit their budget. They chose the Silver system, which is one below the best we have to offer. Secondly, we would like to address the SMUD rebate, and the tax credit are still available through the end of 2015. This has been verified with SMUD and the IRS as of January 2015. Regarding page 3 of the attachment, regarding the Dynamic Air Pad Replacements, and that they never received them. On December 29th, Service Star received a fax from Mr. [redacted]’s [redacted] Card stating that he is disputing the charges for the installation of the HVAC units he contracted with Service Star to install. Even though Service Star tried to complete the contract by delivering the Dynamic Air Pads, that he was getting at no extra charge, Mr. [redacted] would not allow us to come back to install them. They are still in our office, and we are awaiting the opportunity to be able to return to install them. I would like to address the statement on page #4 of the attachment. The permit letter was completed on the date of install, so that the appropriate information is sent to the homeowner in a timely manner. The received date on the letter is due to us waiting for the duct seal and test to be verified and approved by a third party Hers Tester, as well as the City of Sacramento. Once Service Star receives all documentation, it is then Certified Mailed to the homeowner. The Service Club Membership form that was sent with it, extended his Membership to 5 years as promised. I’m unsure why he is stating that this is a lie by Service Star, we supplied all documentation to prove otherwise. In regards to the financing documents he sent to the Revdex.com. Mr. [redacted] chose to use [redacted] for financing, as shown by his signature. The invoice number and description was written on there for our documentation, as the [redacted] Credit Process is completed online. These documents are not sent to [redacted] unless requested. Then Mr. [redacted] decided to use his [redacted] Credit Card instead of [redacted]. Out of good faith, we allowed him to use the credit card. Now he is disputing the entire charge, and stating these funds were to be used for his dental implants due in March 2015 as stated on page #8 line #2. He spoke to the owner of Service Star, and stated “This is not my 1st rodeo with disputing charges on my [redacted] card!” We have completed our contractual agreement as written on contract #9465, and done everything we could to please Mr. [redacted] and complete his demands. The system was installed properly, and performing to manufactures specifications, and Mr. [redacted] is in receipt of the building permit, and supporting documents to finalize his permit. If you have any further questions, please contact our office.

Consumer

Response:

Here we go again: if you first succeed, keep trying. Look at Revdex.com complaint information against Service Star on 3/27/2014. That's want happened to me except that complainant did not buy the bait put out by Service Star. Mr. [redacted] (Mr. F) of Service Star succeeded in my case. That's why I am fighting my case! First question: how can Mr. [redacted] do proper diagnosis of my furnace? He's a salesman and he even stated that he wasn't suppose to do this when he came to inspect our furnace for the $39 special on 10/30/2014. Furthermore how can he even diagnose CO gas leakage thru the heat exchanger with without a probe and TV monitor? He didn't have any tools or instruments and had to borrow our 8 foot ladder to go into our attic! Did he really come to do the inspection? Common sense would tell you that he was hell bent on selling an upgraded system with the myth of leaking CO gas thru the heat exchanger (a known fact with HVAC experts). If he took pictures as asserted, why didn't he tell us that he did and show them to us? Mr. F did not show us any proof of necessary replacement or repair of our furnace. My system came with my new home in 2004 and we did not move in until the end of 2006 and the units (A/C & furnace) weren't put into service until after that time. As new furnaces have aluminized heat exchangers have a minimum of 10 to 15 years, it is very improbable that the furnace could have the problem as Mr. F stated. Furthermore, all our systems have been under maintenance contracts with [redacted] and [redacted] for all those years with extensive improvements, systems rejuvenation, and duct cleaning. They even showed us the new and replacement parts! He did not offer us any repair option as Service Star stated. Mrs. [redacted] did not make any alleged decisions! Mr. F did not offer (4) different systems to us! What were they?

Review: We purchased a hvac unit from Service Star on December 06,2014 and it came with a mfg warranty and a separate business warranty. Their warranty gives us 4 free tune-ups, which they wouldn't come out and do in April when I called them. They told me to call them back when it is more than a year old. Had they came out in April, they should have found the problem that we had this week. Our unit stopped working on 08-23-2015 and I tried to contact them on 08-25-2015 to have it looked at. I looked up their web site and they had a different phone number on it, so I tried that one 1st. Then I tried the three different numbers on their business card that I have and ALL 4 numbers have been discontinued. So, I tried to send them an email off of their web site, but I don't think it sent. I ended up having a different company come out and they charged me $89.95 for a tune up! This is the 2nd time we have had trouble with them. The 1st time was after they were done hooking it up and checking everything, we had to have it inspected. They called the inspector out in February and we diden't even have the sign - off paperwork. We didn't get that paperwork until April, and that was after having the contractors business license get involved, but we still didn't get it until April. I am a disabled diabetic that needs to be kept from stress and heat. I would appreciate any and all help in this matter. thank you, [redacted]Desired Settlement: I would like to be refunded my $89.95 and then cut all ties with them for their poor service. I will never do any business with them in the future and I won't send them any business..

Consumer

Response:

need to adjust amount we would like to be refunded.. we had to call out the 1 hour co. again on friday because the a/c went out, again... they came out and found the circuit board was bad.. now if we had service star come out , it would have been free both days.. but it was $89.95 0nthursday for the tune-up and $99.00 on friday for the labor of r&r of the circuit board..so, now it is up to $189.00 total...thanks, [redacted]

Consumer

Response:

need to adjust amount we would like to be refunded.. we had to call out the 1 hour co. again on friday because the a/c went out, again... they came out and found the circuit board was bad.. now if we had service star come out , it would have been free both days.. but it was $89.95 0nthursday for the tune-up and $99.00 on friday for the labor of r&r of the circuit board..so, now it is up to $189.00 total...thanks, [redacted]

Review: I do not believe that they can void my warranty for my A/C unit because I had used someone else to fix a problem. I had to use someone else due to it was the weekend and I could not get a hold of everyone at Service Star to come out to look at my A/C unit. They advertise that they have 24 hour service but when you try to call on the weekend no one will pick up the phone. I had try for over 1 hours to reach someone and finally gave up and called a different company to come out to fix the problem that I was having with the A/C Unit. Finally when I spoke to someone I believe her name was Nancy on Monday and she said that I had voided my warranty because I had someone else come out to look at the problem that I was having. She said it is the company's policy that you will voided the warranty if you have any other company service the A/C unit. I took her that I try calling all weekend long and no one pick up the phone. Her reply was we do not work on the weekend. I took her that the website for the company show that they have 24 hours service.Desired Settlement: Reinstated my warranty for my A/C unit

Business

Response:

[redacted],