Simply The Best Heating & Cooling

[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 would be satisfactory to me. 

Regards,

Nov.12,2015-crew installed ac and furnace....furnace unit was partially installed in hallway.  Nov.16,2015, was a no show by the crew.  Nov.19,2015 same crew reinstalled unit further back in opening.  Crew left wires not connected....unit did not work.  Nov.20,2015 supervisor Jessee K[redacted] found wires not connected properly....wires were touching metal parts which in turn shorted out fuses..... fuses needed to be replaced in fuse box.  Jesse repaired problem but found unit not to be level.   I had scheduled plans to depart Arizona for the holidays and return to Arizona Jan. 6, 2016.  Jan. 11, 2016 furnace was leveled.  Jesse K[redacted] personally said he would stop by to check workmanship, never showed or called.  Office manager Ginger S[redacted] was full of apologies calling me several times and agreed with me for the poor workmanship the crew preformed.  None of this was my fault as she later suggested in her response.  It was a lot of inconvience and stress for me during this process, and 8 hour job took 5 appointments.  I had asked for a different crew at least 3 times and always the same crew showed up.

In reference to the Air handler at the [redacted] residence, Simply The Best responded, in a timely manner, to each of the calls that we received from Mr. [redacted] and for some reason our technicians could not find what the problem was with this brand new unit. We called Amana and had their Technical...

Assistant meet us at the property to diagnose and fix the problem. The unit is running properly at this time and we feel as though we did everything we could to resolve this issue.

Awesome service we received from the company. A few months ago we had our AC unit replaced by the company. Yesterday our ac didn't work and we called the company back. Within less than 24 hours, 2 service men came to our house and replaced the unit with a brand new one. I cannot tell you how much appreciated we are for their thorough works, customer service and constant care. Professional workers and professional company....cannot ask for anything better. Thank you for all of your awesome service!

Well named it is ...quick, simple and a great experience to work with this company. Professional and well represented group of guys work here, Well always use them for a/c and heater needs.

I called Simply the Best to perform an inspection and service my AC unit.

Ryan was my AC technician and he was excellent. He was prompt, courteous, very knowledgeable and great customer service! Also, very importantly, Ryan served our country in the US Marine Corps.

I also received great customer service from Ashley, who followed up with me after my service.

I highly recommend Simply the Best and Ryan!

Fast and great service. Steve came over on a Sunday and fixed our AC repair within minutes.

Simply the Best replaced the condenser under warranty and as far as we know, this issue has been resolved. He agreed to contact The Revdex.com and take down his complaint. If there are any other problems, he has not made us aware of the issue.

Called this company to tune up the air conditioning. very satifised. Then called the company to seek an aircondioning contract. Having a certain level of trust in them, we called for a check-up. Tech came, stated we had a problem with units, recommended we change to newer units. After thinking a bit, we agreed. He stated we would be getting [redacted] unit. Invoice clearly states so. He also asserted the opening to the attic was big enough, wouldn't have to enlarge it. The installers arrive, we notice the units box states they are 14.5. We question, dealer states they are 16. Installer states they have to enlarge the opening, units too big to go up. We call the company, they states we have to pay 30% of the price of the install if we cancel the contract due to their tech's incorrect advise. The tech in question turns out to be the sales manager, which we find out later. After we give the go-ahead, the company informs us we can hire one of their guys to repair the overhead, for additional money. We contact SRP concerning the rebate and find out again the units aren't 16-seer. [redacted] rates them at 14.5. Once I complained to the company, they put it all on [redacted] plate that they lowered the seer rate and not that they, Simply the best, used bait and switch, on merchandise.

Our company was working on Helen's install and before we had completed the install Helen asked our installers to leave because it was taking too long to do the install for her schedule. Helen, then, left to go out of town for the holidays and we all agreed that we would return after the...

first of the year to complete the install for her and we did. We were not at fault that it took several trips to complete this install. We were, however, at fault that the unit was not level and we went back out to the home and re-leveled the unit for her. We gave Helen an excellent deal for the unit that we installed and to top that all off, Jesse gave her two free years of our maintenance contract. I have not heard anything from Helen since the unit was re-leveled and I was under the impression that she was happy with her install. If I had known that Jesse was supposed to follow up, I would have scheduled this visit.

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted].  My husband Ben spoke with the owner, Steve B[redacted], over the phone today 7/25/2016 and discussed the reused parts, which at the time of install we hadn't been given a choice of using old vs. new, but that is neither here nor there at this point.  We now understand that it is a common practice to reuse some of the parts.  The issue of the gas line not being up to code was also discussed and Steve explained that while we were told correctly that it is not up to code it was a minor issue.  He said he would be happy to come out and fix it to code or we could leave it, the choice was ours.  We are waiting for a confirmation call back on our warranty information from Steve at which time we will request that he come and fix the issue to code but we are satisfied with this resolution.  We appreciate the calm and polite conversation to resolve this as reasonable parties after such a negative conversation the first round. I will wait until for the business to perform this fix on the gas line, if it does, will consider this complaint resolved.

Regards,

Concerning Revdex.com CID # [redacted], we have addressed all of the concerns that these folks had about the unit that we installed for them. We have given them a reimbursement toward most of the damage that occurred during installation. At last check, the [redacted]'s were pleased with the way the unit is running and at the agreement between our company and them in resolving all of their concerns.

I have been using Simply The Best Heating & Cooling for over five years now and they have always been professional and honest. On one occasion I had an issue with some work that had been done incorrectly and they came back and fixed the issue without hesitation. They really do stand behind their work. Elvis and I call that, "Taking Care of Business!"

I have used Simply The Best AC for almost 7 years now and they have always been a pleasure to work with. The office and the techs are friendly and informative. They always answer the phone at night and on the weekends. I would Recommend them.

I have reviewed the response made by the business in...

reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

To Whom It May Concern:
Mr. [redacted] called us, originally, to get a second opinion because another company recommended that they replace the old system that they have in their home because it was not running properly. We went to their home and, also, recommended that they replace...

the entire system, as the old one in their home was not functioning properly and needed to be upgraded. From our recommendation, they decided to, only, replace the condensing unit. There were some problems with the old furnace, which they chose not to replace as we originally recommended. At that time, we switched out a TXV to the old furnace. At one point our technician Michael had gone out and found the compressor to be in “open internal protection” so we met with the manufacture’s tech support to remedy the situation and then installed a brand new condenser for Mr. [redacted]. At that point, the unit that we installed was running well but he was still having issues with the old air handler that he had chosen not to replace. The reason he was charged for the TXV was because it was a part that went to the old air handler and we honored the warranty on that for one year. We feel as though we have provided excellent service to them and it is not our faults that the old air handler is not compatible with the new condenser that we installed.

Nice work great job

They do not provide the services they say they are going to provide. When you sign a contract with them, they tell you they will come out no matter what if you AC goes out because if contracted you are a preferred customer. No true if you live anywhere other than Gilbert. My AC went out 3 time in 90 days. Each time it happened to be on a Friday or Saturday. The tech called (also the owner) and said they couldn't get to it until Monday. They also told me they weren't driving 1 hour to Glendale and 1 hour back and that they were busy on the East end. Also, said I could call another company if I want. REALLY, well I did and that's when I found out that they had been servicing my AC with substandard parts and charging me 92.00 for a 4.25 dollar part and they had TAPED run caps to wires, didn't even mount them like they are suppose to. I have pictures to prove it . But I got free service call. Their business practice is far below what I expected after contracting with them. Be warned.

When our air went out last summer, they were able to come out that day. They were always professional and knowledgeable. We purchased a new unit from them where they were able to install on our schedule. They always respected our home and were always friendly. We highly recommend!

It states, very clearly, on the back of our contract that we are not responsible for any drywall repairs. We decided to help Mr. [redacted] out by writing him a check for $100.00, which is what he asked for a week and a half ago, to help out with the repair of his drywall. We have no control of...

how large a unit is going to be and how much room they will take up. We are, however, responsible for keeping our clients nice and cool or warm depending on the time of year it is. The unit is working great for this household and that is the extent of our responsibility. I hope he can find some resolution for his drywall repair.