Simply The Best Heating & Cooling

Since my last response I found out that Jesse did, indeed, go to the job to inspect everything and Helen was not home. He assured Ashley, in the office, that the unit had been checked and that it was done properly. We, honestly, feel like we have done all that we can to make this right. I have not heard anything out of Helen after the re-leveling of the unit and was under the impression that everything was fine until this complaint on Revdex.com. I will send Jesse back out at a convenient time for Helen if that is what she would like for me to do.

Please check your statement, it has been refunded a few days ago. When our company receives a call for service, we have a standard service call charge of $69.95 that we will waive with a repair of your unit. Due to the fact that our technician misdiagnosed what was wrong with your unit, while...

onsight, is not necessarily grounds for a refund of the fee that we charge to go take a look at your unit. You called me and once I spoke to Jesse I was then given the OK to refund your Service Fee Charge.

I am still awaiting the refund to post to my account.  This has not yet occurred.  My bank may be slow to post the pending refund.  I have come to learn after speaking to them this morning that my bank does not allow me to view pending charges/refunds, unfortunately.  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,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.There has not been any effort from the business side to resolve the issue, or any offer. The contractor is misstating the facts. They indicate "...recommended that they replace the entire system". This is incorrect, the contractor's recommendation was only for the condenser unit, NOT the entire system. Evidence that the contractor recommended only condenser unit can be found in the paperwork supplied by the contractor following their evaluation of our A/C system (the contractor has a copy of that, and we are happy to provide/submit a copy if necessary to resolve the issue).  

Regards,

Better Business...

Bureau:My complaint was more for the awful service I've received,  and that has not changed.  I finally got my first call from Simply the Best asking if I was pleased with their service,  but it was immediately followed with 'please remove your Revdex.com complaint ', which I never 100% agreed to do. But you can consider this resolved,  and I will make certain all other online mediums know how terrible Simply the Best can be. I was also promised someone would be out to give me paperwork for a rebate from SRP, but of course,  they seem afraid to contact me. 

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,

Ryan came out today and he was a pro. Everything went smoothly. I also signed onto their USA monthly maintenance plan.

The technician was rude. He came and checked the capacitor outside and said it is bad and needs to be replaced and the cost is $287 plus tax. I was expecting the service charge $70 + capacitor price which should not be more than $25. While I was trying to reason with him about the price, he was ready to walk off demanding $70 service fee. I agreed to get it replaced but with a bitter test in my mouth. He took my old capacitor away which was supposed to be mine to keep and even the receipt he gave me had the wrong customer name and address. He left before I could even get it corrected. I don't understand how this company can get A+ rating from Revdex.com.

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.

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!

Awesome company!! Very honest and knowledgeable with repairs. Super polite employees that really seem to care about making the customer happy! I cancelled my service contract with another company, and immediately signed with them after they did a repair at my home. Jesse Keenan is a great salesman with a wealth of information and experience.

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.

Review: I have been on a customer plan with Simply the Best for about 2 years. I contact them or they contact me every 6 months so that my A/C units &/or Heater can be serviced. I pay the company a monthly amount for this. I contacted the company on a follow up call to get my A/C serviced. I scheduled a date & time. The day came, I waited the almost 3 hour allotted time then received a phone call that they would not be coming due to weather (It was only overcast and windy at the time). Slightly frustrated, but trying to be understanding I rescheduled the appointment. The next appointment date came and again when the 3 hour window that a technician was supposed to arrive was almost over I received yet another call stating that no one would be coming. The technician was at a sales call and wouldn't be coming any time soon. A little more irritated because I have now wasted 6 hours waiting for one of their technicians I scheduled yet another appointment. The day came, we are closing in on the end of the 3 hour window again and I get a call from the office. She states that a technician tried to call me and has been unable to get a hold of me. I informed her that I have gotten several calls from different numbers and no message was ever left. How am I supposed to know that one of those is from a technician? She then wants to send him out past the 3 hour window. At this point I am unable because I have to pick my son up from school. We agreed upon a time that he would come after I picked my son up from school. That time also came and passed and no one arrived. I called the office which at this point was closed and left a message. This was almost a week ago and I still have not received a call back from the company. All I wanted was to have my A/C serviced and it has become a complete mess.

As an individual who has been loyal to this company and has paid them monthly for almost 2 years I am incredibly disappointed with the poor customer service, complete disregard from my time and for the fact that I have been loyal and even used them outside of my biannual service needs. I used to think Simply the Best was a good company but I cannot see myself using them ever again. At this point I would like to be reimbursed for the money I have paid them for services they seem to be unable to complete.

Business

Response:

We have spoken with [redacted] and have made things right with her. We are hoping to keep her business, as well as, gain more business. We are a company of integrity and always put the customer first.

Consumer

Response:

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,

Review: What was suppose to be a 8 hr job to install new furnace & air conditioner took 5 trips by installers with 1 no show appointment. Mistakes were made by installers every trip so installers had to return 5 times with minimum time of 3 hours per trip. I requested different installers but the company sent the same men back every time.

Installed furnace was partially in hallway...said crew set unit further back in opening...but did not connect wireing correctly.....supervisor Jessee came back found fuses burnt out and wired wrong...he fixed that and found unit not to be level...one more trip was needed to reset unit....Office manager Ginger S[redacted] was full of apoligies calling me several times. Supervisor Jessee K[redacted] said he personally would stop by to check workmanship on 1- 11- 16 ...he never showed or called.Desired Settlement: $1,000 refund for stress and replace molding installers discarded and extra work to repair opening to install door to enclose furnace.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

Since my last response I found out that Jesse did, indeed, go to the job to inspect everything and Helen was not home. He assured Ashley, in the office, that the unit had been checked and that it was done properly. We, honestly, feel like we have done all that we can to make this right. I have not heard anything out of Helen after the re-leveling of the unit and was under the impression that everything was fine until this complaint on Revdex.com. I will send Jesse back out at a convenient time for Helen if that is what she would like for me to do.

Review: Given that your employee's faulty installation of the fan motor caused the damage that required us to buy a new unit, and that your company did not respond to our concerns that there may have been a problem due to noises the fan motor was making while the damage was occurring, your company needs to take responsibility.

We have a statement from the technician that installed the new unit saying that your employee did not put the reinforcing bracket mount back on when replacing the motor. Please let me know if you feel a refund is in order. If no, I will be contacting the Revdex.com as well as perhaps small claims court.

Thank you,Desired Settlement: Pay for new unit.

Business

Response:

July 15, 2014

To whom it may concern

We were out at [redacted]’s home located at [redacted] on May 27th 2014 for a service call. The technician, [redacted], found that she had an old system and recommended that it should be replaced. The condenser fan motor was not working. [redacted] did not want to replace the system so she decided to only replace the condenser fan motor. [redacted] installed the fan motor and everything was working. On June 5th, one week later, she called our company and started screaming at [redacted], the technician on call at the time, and she sounded intoxicated and was swearing at him. She said her unit was not blowing air into her home (which would be a completely different problem from the work that was performed a week prior by [redacted]). [redacted] offered to go out to her home and she refused the service and said she only wanted [redacted] to go there. [redacted] called [redacted] and said, “no problem, I will be out there tomorrow morning” and he was. When [redacted] showed up [redacted] still seemed intoxicated and she was swearing at [redacted] as well. As far as her claim about the new fan motor being the cause of the damage to her unit because the reinforcing bracket mount was not placed back on is impossible, as the new motor does not require the old bracket from the old motor. The new motor was still working properly and pulling the correct amperage when [redacted] checked it out. [redacted] did find that the system was out of Freon, so obviously, it had sprung a leak. Again, the system was an old unit and needed to be replaced, as he recommended the first time he was there. [redacted] also offered to refund the money spent if she was willing to go with a new system from us. There is nothing more we can do for [redacted] she, simply, wants something for nothing.

Sincerely,

[redacted],

Office Manager

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.

Review: A repair person from Simply the Best Heating & Cooling was dispatched to my residence on 1/9/16 to look at an issue with the heat in my home not working on the first floor. Within a few minutes of arrival, the repairman, who identified himself as Ryan, informed me that there was a leak in the coolant of the unit and it would be in my best interests to consider replacement of the entire Heat Pump system in my home (both upstairs and downstairs). Other then diagnosing the problem with unit, no other services were rendered.

The same day, a sales associate, who identified himself as Jesse, came to my home and quoted me over $12,000 to replace the system. I asked him if I could have a couple of days to decide on my course of action.

On 1/10/16, I had a HVAC commercial technician stop by my home and he informed me that the problem had been misdiagnosed by Simply the Best Heating & Cooling and that I did not need to have my system replaced. I have since had this technician complete the repairs and the system is now fully operational.

I spoke to Jesse on 1/11/16 and he acknowledged that Simply the Best failed to diagnose the problem correctly. I had assumed that they would not be charging me a Service Fee due to their inability to provide me any meaningful service.

On 1/13/16, my MasterCard was charged $69.95 for a "service fee". I called and spoke to a person at Simply the Best's main office on 1/14/16 and was informed that she would look in to refunding me. She told me she would call me if there was an issue with getting me a refund by the end of the day on 1/13/16. I have not heard back from this person since. As of today, 1/19, I still have not been issued a refund. I also emailed the company on 1/13/16 and never received a reply.Desired Settlement: Immediate refund of the "service fee" of $69.95 I was charged on my MasterCard. Simply the Best provided me no service other then misdiagnosis of an issue and an attempt to sell me over $12,000 in unnecessary materials.

Business

Response:

Please check your statement, it has been refunded a few days ago. When our company receives a call for service, we have a standard service call charge of $69.95 that we will waive with a repair of your unit. Due to the fact that our technician misdiagnosed what was wrong with your unit, while onsight, is not necessarily grounds for a refund of the fee that we charge to go take a look at your unit. You called me and once I spoke to Jesse I was then given the OK to refund your Service Fee Charge.

Consumer

Response:

I am still awaiting the refund to post to my account. This has not yet occurred. My bank may be slow to post the pending refund. I have come to learn after speaking to them this morning that my bank does not allow me to view pending charges/refunds, unfortunately. 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,

My old air conditioner has been very good to me over the years considering some of the expense of problems I have seen my friends with. My unit finally broke down for good and I called Simply the Best. I used them back in 2007 and thought I would give it another try for a new unit estimate. I cannot believe how informative our sales tech was without confusing me. I was presented with options so I could figure out what would work best for my family's needs and finances. The office was very friendly and was able to get me a technician in less than one hour! I didn't feel pressured and the sales technician & my technician said think about it and call with questions. He actually told me to take my time and make a decision I was most comfortable with. Well, I did call him back and I will have a new air conditioner before the end of the week and my family will have a nice cool weekend.

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!"

Review: We chose Simply the Best to install a new 5 Ton Amana AC/Heating Unit in June 2015. We had high expecatations and chose Simply the Best based on very positive online reviews and customer satisfaction scores. Our experience unfortunatley was a disappointing one. While the original install went smoothly, we encountered numerous problems post installation. The issues were two fold. Upon completion of the orginial installation , a quality control representative from Simply the Best came out to ensure the unit was working correctly. He found numerous mistakes with the orginial installation which resulted in the AC unit not being able to meet the desired tempature set. He had to come back 3 times in order to fix the errors, in which one of these scheduled times was a no show due to scheduling issues with Simply the Best. The second time he had to cancel due to the part needed for the unit was not able to be obtained due to their supplier they use was closed over a Holiday weekend. Imaginable, this created a major inconveinance due to us having to take time off of work in order to accomodate their schedule to fix our unit. Now being in the Winter season, we are now encountering similar issues with our heating . The unit is not able to meet the required temperature set. While Simply the Best has been very responsive and has sent a repair representative to fix the problem, the issue is still not fixed. Their repair team member has had to come to our house 3 times . We are highly concerned, as our house it holding at a temperature of 63 degrees at night and the health implications this may cause, especially with our young daughter. On all levels regarding product, repair, service we have been very dissappointed. These issues have still not been resolved as of 12/1/2015.Desired Settlement: For our unit to be fixed and working properly as soon as possible. While simply the best has been very responsive and professional to our concerns the job is yet to be completed.

Business

Response:

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.

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 would be satisfactory to me.

Regards,