ServiceMark Heating Cooling & Plumbing

Good afternoon, We are working with the customer to resolve the issue and will communicate our process to you weekly as we resolve their complaint Thank you, [redacted]

Dear Revdex.com of Delaware, We are responding to a complaint from [redacted] concerning “smelling exhaust” fumes On 10/16/we installed a Carrier 90% efficiency gas-fired warm air furnace in the basement of this homeThis system is vented directly to the OUTSIDE of the structureHis existing water heater, however, is vented to a chimney, with B vent per code, and our technician found, on a requested service call lodged on 10/15/which complained about “smelling exhaust fumes when WATER HEATER IS ON” a reading of ppmWe tested the air at the new unit, the water heater and in the room and came up with a ppm(parts per million) readingWe did turn on and off the different appliances to see if we could pick up any trace of CO – all tested NEGATIVE at ppmat this timeServiceMark Heating Cooling & Plumbing feels that we completed the customer’s request in a timely fashion and reported our findings to himThere was no danger, at time of our testing, of CO (Carbon Monoxide)Therefore we feel that the customer’s request of an “immediate evaluation of the heating system” was completed and reported upon At this junction, we feel our job is complete [redacted] Marketing Manager ServiceMark Heating, Cooling & Plumbing

Good morning, Sorry for my delay to you, I have some concerns with this emailI filtered my mail boxes, trash, junk, and inbox and never received the first inquiry from the Revdex.com this is odd because I typically receive themThe email also mentions a link on the left I can go to so I can respond to this complaint but I don’t have that one To address the customers concerns this was addressed in February and to my knowledge there are no present issues with the customer Thank you, [redacted]

Customer called and requested a tune up of a gas-fired furnaceUpon arrival we always test the system to make sure it will start - no sense in cleaning a non-working system - this is our strict policyFound system turned off at the thermostat AND the safety off/on switch right at the unit
Customer became very defensive when we instructed him that we noted several safety problems(see the enclosed technician description)He even attempted to blame us and said we broke the unit
Unfortunately we run into this kind of thing when people are faced with either a large repair expense or a system replacement - which in MrEmami's case, would have been the proper thing to do with a un-safe year old HVAC system
We are going to credit this customer's account for the "travel/diagnostic charge" of $as nothing good can happen with this situation going forwardWe would appreciate this becoming a non-review as it is completely and mis-leading
Thank you in advance

Georgia;">Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The issue is not resolved at all ServiceMart proposed me to agree on something which is what they would not ( and could not do ) before What they want to do now is to alter the manufacturer's design which can void the warranty from the manufacturerThis ( altering the safety future of the product ) was exactly what ServiceMart told me not to do - back when the issue startedThey actually told me that I will also lose the warranty from ServiceMart if I do anything to correct the problem
I don't believe what they are trying to do now to endanger my purchase warrantyThis get to show what kind of company it isThey told me it should be very easy to do what they will do if I agree with their proposal If it is easy, how come it took them only eight month to respond to my complaint
I really appreciate Revdex.com to let me have a way to file my complaint without having to take any formal legal action Thanks for the good work for the little citizen like me who has to fight a big company

Just had our total HVAC system replaced by the ServiceMark teamAbsolutely wonderful experienceSales staff was very knowledgeable and made sure the equipment was the best fit for our house and needs Time to set the install date was quick and the installers were very thorough and impeccably cleanBuying a HVAC system isn't an everyday purchase so having a company that was honest and knowledgeable made the decision so easy for us to choose them We're customers for life!

After over years as a loyal customer with a maintenance and service contract on both my residence and my rental property, I was informed when I renewed that because my contract had already expired in January of this year, that they would charge me to come out and get the air out of my hot water baseboard system, a simple procedure requiring no parts and my annual maintenance would be scheduled several weeks out There would also be an additional charge for labor, wh*** has always been included with the contract My contract has been active and never lapsed over the past years (until now) and this is how they handled this? I ended up doing it myself and requested a refund for my contract renewal wh*** I had already paid for ($549) I will find another company that is fair and values customer loyaltyPlease note: The manager, Dan R***, did not reply to my voicemail and Mary and Ellie were condescending on the phone George D*** responded with many Facebook posts in response to my comments and only offered to get the air out of my system after I had already done so along with a small discount on purchasing another contract Very unprofessional outfit

On December 30, ServiceMark replaced the furnace at the *** *** ** *** *** *** *** ** *** Part of our services that were included in the installation of the furnace was to install a chimney liner to bring the existing water heater to codeNew Castle County code requires a chimney liner be installed when a natural draft water heater is vented to a chimney and that chimney is located on an outside wallSince we were not replacing the water heater, New Castle County code required a chimney liner to be installed
Shortly after the installation, *** *** notified her salesman that she was unhappy with the outer appearance of the liner - specifically where it is visible outside. Her salesman informed her that unfortunately there was nothing we could doI personally spoke with *** *** in February of and her comment to me was that her chimney top looked unfinished and she could not find one that looked like it or that was similar in her neighborhood, or in her travelsI visited the residence to view the outer liner and to see if there were any similar in the area to her liner, so I could show her for referenceMy email to *** *** on 2/16/included pictures of seven homes on her street that had similar liners
Unfortunately, the chimney liner at *** *** ** is necessary to comply with county codeThe liner also only serves one appliance - the existing water heaterI informed *** *** that the only way to remove the liner would be to get a different water heater, specifically one that directly vents outside and does not need a liner
We at ServiceMark do strive for 100% satisfaction and in this event we followed New Castle County code and unfortunately our customer is not happy with the appearanceHowever, we do not believe that there is anything that can be done to bring 100% satisfaction to the Hung’s other than removing the chimney liner. A chimney liner is an aservice that we
charge for when replacing a furnaceThe aprice is $We will be issuing a refund for the amount of $since that is the amount we added for the chimney liner installation
We appreciate the Revdex.com’s support and consideration in this matter
Sincerely,
*** ***
*** *** ***

Just want to say an extra thank you to Service Mark and our technician, Rich D*** for going over and above to make sure our furnace got fixed over this holiday seasonDespite the holiday, long hours and the need for multiple repair calls, Rich was always cheerful and professional and even checked in to make sure we were okayAs senior citizens, we really appreciate this wonderful customer service and feel Rich should be lauded for a job well done!
Sincerely,
*** * *** ***

Dear Revdex.com of Delaware, We are responding to a complaint from [redacted] concerning “smelling exhaust” fumes....

On 10/16/2014 we installed a Carrier 90% efficiency gas-fired warm air furnace in the basement of this home. This system is vented directly to the OUTSIDE of the structure. His existing  water heater, however, is vented to a chimney, with B vent per code, and our technician found, on a requested service call lodged on 10/15/15 which complained about “smelling exhaust fumes when WATER HEATER IS ON” a reading of 0 ppm. We tested the air at the new unit, the water heater and in the room and came up with a 0 ppm(parts per million) reading. We did turn on and off the different appliances to see if we could pick up any trace of CO – all tested NEGATIVE at 0 ppm. at this time. ServiceMark Heating Cooling & Plumbing feels that we completed the customer’s request in a timely fashion and reported our findings to him. There was no danger, at time of our testing, of CO (Carbon Monoxide). Therefore we feel that the customer’s request of an “immediate  evaluation of the heating system” was completed and reported upon.  At this junction, we feel our job is complete. [redacted] Marketing Manager ServiceMark Heating, Cooling & Plumbing

Dear Revdex.com of Delaware, We are responding to a complaint from [redacted] concerning “smelling exhaust” fumes. On 10/16/2014 we installed a Carrier 90% efficiency gas-fired warm air furnace in the basement of this home. This system is vented directly to the OUTSIDE of the...

structure. His existing  water heater, however, is vented to a chimney, with B vent per code, and our technician found, on a requested service call lodged on 10/15/15 which complained about “smelling exhaust fumes when WATER HEATER IS ON” a reading of 0 ppm. We tested the air at the new unit, the water heater and in the room and came up with a 0 ppm(parts per million) reading. We did turn on and off the different appliances to see if we could pick up any trace of CO – all tested NEGATIVE at 0 ppm. at this time. ServiceMark Heating Cooling & Plumbing feels that we completed the customer’s request in a timely fashion and reported our findings to him. There was no danger, at time of our testing, of CO (Carbon Monoxide). Therefore we feel that the customer’s request of an “immediate  evaluation of the heating system” was completed and reported upon.  At this junction, we feel our job is complete. [redacted] Marketing Manager ServiceMark Heating, Cooling & Plumbing

Good morning,   Sorry for my delay to you, I have some concerns with this email. I filtered my mail boxes, trash, junk, and inbox and never...

received the first inquiry from the Revdex.com this is odd because I typically receive them. The email also mentions a link on the left I can go to so I can respond to this complaint but I don’t have that one.   To address the customers concerns this was addressed in February and to my knowledge there are no present issues with the customer.   Thank you,   [redacted]
[redacted]

Good afternoon,
We are working with the customer to resolve the issue and will communicate our process to you weekly as we resolve their complaint.
Thank you,
[redacted]

Review: In October 2012 a new [redacted] Heating system was purchased that had a $200 manufacturers rebate. We never received the rebate from [redacted]. Called Service Mark salesperson that system was purchased from, he advised that he forgot to submit the request to [redacted] for the rebate. In early 2013 the salesperson advised that the rebate period had expired, therefore he was going to have Service Mark issue a check for $200 to make things right. Repeated calls to salesperson are unanswered to this date. Sent e-mail to Service Mark customer service for resolution, no response from Service Mark customer service.

The [redacted] Heating system and peripherals have been verified as eligible for rebate during 2012 when system was purchased.Desired Settlement: Rebate $200

Business

Response:

{Please see attachment.}

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Thank you for resolving an issue that would have never been resolved by the service provider until the Revdex.com became involved in the resolution of the dispute. Again, many thanks and kudos for your ability to resolve disputes.

Regards,

Review: I paid $855.00 for a service plan on November 6, 2012 for service on heaters on my 3 rental properties. Service Mark completed service on 2 of my rental properties and have not completed the service agreement. I have called numerous times and have been given the run around for them to complete the job. Our last conversation Service Mark agreed to complete the work on June 24, 2013. They called me early that morning and cancelled our appointment. My tenant has been complaining about having problems with soot in her heater. I am a senior citizen and I am very upset about the way they have treated me. My husband passed away in January so I am left with dealing with this situation.Desired Settlement: I just want them to complete the job as promised.

Business

Response:

{Please see attachment.

Review: This complaint is in reference to an early complaint filed in February of 2012. In that complaint I stated the problem regarding the serviceman's red tagging our furnace for a ruptured heat exchanger. On the coldest day of the year we were faced with replacing a furnace. We had a visit with a gentleman from [redacted] home office who contacted us regarding this filed complaint.He agreed that we would not be charged for this service call as that was my request in contacting the Revdex.com. There is a lengthy story involving an incompetent service man who made the first call.This furnace did have a hair line crack; which the representative from [redacted] showed us but this did not cause the furnace to stop working. Since we were assured this would be resolved and we would not be liable for the service charge; I told Revdex.com that we were some what satisfied.Now a year later, we start getting billed for this and the last bill warns about turning this over to a credit agency. I tried to explain that the representative from [redacted] who came out to our home stated it was all taken care of. I do not have his name or any information from my first contacting the Revdex.com. I am hoping this get to the proper party.Thank you.[redacted]Desired Settlement: As in my first complaint in 2013; I do not feel as I did than that we should be responsible for this service fee due to the many circumstances. This is the 90.00 charge we are being billed for.

Business

Response:

Dear [redacted],

The $90 charge that was on [redacted]'s account for the previous service call has been credited out and the balance on her account is currently zero. The customer was contacted by area manager, [redacted], informing her that she does not owe ServiceMark the $90 charge that she had previously. A statement showing the customer that this transaction was completed will be mailed to the customer.

I trust that this sufficiently resolves thsi matter.

Should you have any questions or require additional information, I can be reached at [redacted].

Sincerely,

General Manager

Review: So, I called ServiceMark because my bathroom on the second floor was leaking into the living room when I showered. When I talked to the dispatcher, she informed me that they would have everything on the truck that they needed to fix the problem and if they didn’t have the necessary materials they would run out to the local hardware store and get them.

So, ServiceMark shows up to my house. Upon arriving the service rep asked me what I thought the problem was. I told him what the problem was and he said ok I am going to check it out. He proceeded to go upstairs check the pipes and splash water around the shower.

15minutes later he came down stairs and confirmed that water was leaking out of the shower when the shower was on. Keep in mind, I told him the water was leaking from the shower to begin with. So he informed me that his supervisor was going to call me with an estimate to calk the shower. Whatt? He doesn’t have calk on the truck? That is not included in the $60.00 general labor fee I was charged? He Also showed me where I could apply the calk. I asked him if he could also give me an estimate on replacing the shower door and if he could give me the number of a good drywall guy in the neighborhood. He said yes, and his supervisor will call me. That visit cost me $151.00.

I am a handy person. The reason I called ServiceMark was because they offered a warranty on their work. I did not want to fix the bathroom and repair the ceiling only to have the ceiling get ruined again.

2 Days later I called and complained. Dispatch told me they would have the branch manager call me.

Some time passed and I assumed they handled the matter internally and brushed the issue under the table….

So one month goes by and I still haven’t heard anything. But, the charge of $151.00 finally showed up on my credit card statement. So I called back and complained again. Again, dispatch told me that they would have the manager call me. I told them no, this would have been the third time he has gotten the same message. So they agreed to contact him directly and transfer me through.

Finally I got to talk to him. He said that he didn’t receive any of the messages and he would look into my file and give me a call back. 20minutes later he called me back apologizing for the incontinence and told me he would issue a full refund. That conversation took place on the 16th of December. It is now January 7, 2014.

I just called the main service number, got transferred to the emergency number. The emergency operator told me she would dispatch my call to billing and they would call me back.Desired Settlement: I would like this company to get their act togeather and resolve the issue.

Business

Response:

This complaint was resolved on 1/7/2014. Response was submitted to Revdex.com on 1/21/14. I spoke with [redacted] today, 2/17/2014 and he confirmed that his complaint was resolved. [redacted]

General Manager

Review: ServiceMark sold and installed a heat pump system in my home in August of 2014. The sales team was great, the installation guys were awesome, and the heat pump works incredibly well. The issue is the office workers. I have been calling since 1/29 in an effort to receive help with/confirmation of a billing issue and an issue with the use and occupancy permit that they pulled in order to complete the work and I haven't spoken with a single person that has given me an answer. The billing issue: I put a down payment on the new unit and financed the rest through a finance company that Servicemark works with on a regular basis (I know this because the sales rep is the person who recommended, filled out the paper work, and spoke to this particular finance company!). In an effort to stay on top of my finances I called the finance company every month after the installation to check on the status of the finance and each month they told me that Servicemark had not yet taken the funds. In January of 2015 I receive an invoice in the mail that states I owe the remaining balance and that I need to remit payment or call their office 'today'. I call the office a week later to let one of their representatives know that I have finance this, that Servicemark has agreed to accept this financing, and to charge the finance company. This rep said she would note it in the system and that they would bill the finance company and then my business would be with them. Fast forward to today: I have spoken to at least 7 different people at Servicemark and nobody has given me an update on this request and nobody has charged the finance company for the remaining balance.

The use and occupancy permit issue: I received a letter in the mail in January that stated I needed to submit to a final inspection before the township I live in would close the permit and that if I didn't respond soon I would face legal action. So, I call and setup a final inspection - something that the township said Servicemark should have taken care of and that most repair/installation companies do - regardless, I went ahead and set up the inspection. Everything checked out, except Servicemark had never sent the codes department in my township a 'Manual J', a document that measures the sizing of the house and the unit, or something like that. Anyway, I contacted Servicemark the same day that the inspection took place and requested that they send a copy of this document to the township so they could close the permit and that they do it within 7 days (reasonable, right?) because that is the length of time that the township was looking to receive it in. As of today there is no indication that the document has been sent or that the township has received it.

Along the journey, I called and spoke to numerous reps on 1/29, 2/4, and 2/10. I was transferred countless times, I left countless voice mails, and I dealt with numerous attitudes - all while maintaining my cool with a company who showed complete disregard for my finances and my homeownership.

I was supposed to receive a confirmation phone call and an email today to settle both of these issues, but I have not.Desired Settlement: I would like Servicemark to send my township and myself a copy of the Manual J so the permit can be closed and so I do not face legal action and I would like them to charge the finance company for the remaining balance. I don't want an explanation, a credit, or an apology. I just want my business with Servicemark to be over - that is how poor of a customer experience I have faced.

Business

Response:

Good morning, Sorry for my delay to you, I have some concerns with this email. I filtered my mail boxes, trash, junk, and inbox and never received the first inquiry from the Revdex.com this is odd because I typically receive them. The email also mentions a link on the left I can go to so I can respond to this complaint but I don’t have that one. To address the customers concerns this was addressed in February and to my knowledge there are no present issues with the customer. Thank you, [redacted]

Review: Knock out part of the chimney's original customer design feature without notification to home owner. Installation of the heating vent ( ? ) on the modified chimney top looks so bad which totally ruin the appearance of the chimney top. All this chimney top work was not mentioned or consulted to the home owner. Totally unauthorized act of the vendor by destroy the original look of the custom chimney top.

When contacted the vendor after the discovery of the 'damaged' chimney, I got Extremely poor attitude of ServiceMark representative on the phone. Totally no response after home owner's complaint since December, 2013. The new heater system costed me almost $4800. I was told that if I want different look on chimney top, I need to installs another new type of furnace by taking out the new one at my own cost ( how ridiculous suggestion! ). What kind of customer service is that. Extremely disappointed on this company despite their aggressive advertisement. I suggest that they just do something to make the chimney top looks a little better, under the reason of 'safety', they refuse to do anything about it. It was a total frustration out of this experience.

Also, in the vendor's website, I found no place to file complaint to their customer serve department. This vendor's behavior definitely need to be stopped.Desired Settlement: Some refund so I can get some expert to fix the problem I have

Business

Response:

Good afternoon,

We are working with the customer to resolve the issue and will communicate our process to you weekly as we resolve their complaint.

Thank you,

Consumer

Response: