Sky Heating & Air Conditioning Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Mrs *** contacted Sky Heating for a system replacement of her Ruud/Rheem equipmentThe equipment was in a hole in the crawl space and she had mentioned that better filter access and location was something she wanted to considerKarin, Sky Heating's system designer came to the house and looked at
the equipment and talked to her about both Ruud and Trane equipment however Mrs *** and Karin felt the Ruud was a better fit since it was the same size as the existingWe told Mrs *** that we would not be redoing all of the ductwork but would try our best to get her better filter access but that it was not guaranteed due to installation constraintsMrs *** claims we said we would install a smaller unit and that is incorrectThe unit she had and the unit we installed were the shortest/smallest units available and due to the system she selected there was not enough height to switch the direction of the equipment from horizontal to vertical.Mrs *** however states that her main problem was to solve heat to the back bedroomsSky Heating was not contracted to perform any ductwork installation or changes or additionsA Heating and Cooling system is just that it heats and cools air, there is no way to increase the heat going to certain rooms without modifying the ductworkReplacing the furnace and air conditioner is like replacing the motor and transmission in a car, it does not fix the ride quality of the car, the suspension and tires are separate components just as the ductwork is separate from the heating and cooling unitMrs *** further claims that she has a son that was owed a referral feeOur policy is very clear we only pay referral fees to existing customers otherwise anybody could say their neighbor heard of us and referred usEven knowing this we told Mrs *** we could pay her son a referral fee to satisfy herShe then said she didn't want the money to go to him and go directly to her so we said we would send her a checkShe then stated she did not want a check and only wanted a gift card which is also not our standard policy.Going back to our original conversation with her and her request of a full refundIf Mrs *** had selected a Trane heating and cooling system, Trane offers a day money back guaranteeMrs *** declined that system that had that option to save money and put in a system that was equivalent size to her previous systemWe will pay Mrs *** the referral fee even though it does not meet our policy guidelines to satisfy her, however the system is working greatIf she is having issues with her back bedrooms that is due to the ductwork and was occurring prior to our installation and was not work we were contracted to perform. Sincerely,Travis * S*President, Sky Heating

Dear Revdex.com,
We are in receipt of the complaint regarding Air Duct Cleaning for our customer *** ***Mr*** states he wanted a complete refund because he checked his filters months after we performed the duct cleaning, and found that they we clogged with dirtMr*** reached out to our
service manager about this through email, and our service manager explained that it had been about months since his duct cleaning, but in light of trying to keep our customer happy she offered to replace his filter free of charge, and give him an extra oneShe also offered to have a third-party consultant who used to be the President of the Duct Cleaning Association come take a look at his ductsMr*** refusedOur position is that we did do the work that he paid for, and do not feel he should be entitled to a refundWe are willing to rectify the situation with two replacement filters free of charge.
Thank you,
Heather B***
Financial Controller

We have been in contact with Mr***, and believe that the issue may be with the generator he is using to operate his systemWe have reached out and asked for the specs on the Generator so we can evaluate if this may be the problem, and Mr*** refuses to give us this informationWe have
left several messages and emailed Mr***, but have not been able to get him to call us back or respond to make further arrangements to diagnose the issues he is havingWe have still not received the specs on the generator either

We have been working with this customer, and our install manager has been out to her home, and has been working on solutions with her. He has explained the positioning of her installation, and he has even offered to replace her filters for her so she didn't have to struggle with it. We are not sure what more we can do to satisfy this customer.

Complaint: [redacted]
I am rejecting this response because:First thing how would they know the unit is working fine? If after 10 - 12 calls they never came out. I ordered the Trane karin changed the unit because of space she said but failed to tell me the unit would be installed sideways. at the consultation I told karin I was changing the unit and my main concern was that it heat the backrooms and was told that it would !! without any talks on changing - installing new ductwork.I don't know your policies on referral checks, but was promised two checks, I never did not call and ask for a gift card I prefer checks!! And naturally if Trane offered a gurantee that's surely the one I would have choosen. reprensentatives should not make promises that they can't keep and the proof of good service is after the sale. That was very rude to lie and say things will happen with out ever calling back are showing any concern. I was very impressed with karin and usually don't make decisions on the first visit, but I for once trusted her the first ever -- now that gone out the window. also I was promised the ductwork would indeed fix the problem (but also informed this was very new to the company and maybe the first time.(didn't work)my 
[redacted]

[redacted] called our office two days ago requesting copies of the work that was done at her home. Copies of the work that was done at her home were provided to her at the time of service, and our office files for this time period have been archived. She was told that we would happily provide...

copies but it would take a day or so to retrieve since the archive was not readily available. [redacted] was not happy with this response and proceeded to call our office repeatedly every 15 minutes and harass our employees. We were not the company that did the installation of her air conditioning unit, but we were called out to diagnose a leak she had in 2014. It was determined that the leak was behind a wall. In order to repair the leak, a hole needed to be made to access the lineset. The leak was found and repaired. We did not hear back from the customer until 2015, when her air conditioner was not cooling. It was determined at that time to be a bad condenser fan motor and capacitor. Those parts inside her air conditioner were replaced and her air conditioner worked until 2016. We were called back out again in June of 2016 and found a bad TXV. We replaced this part and recharged her system. There is no warranty left on this account.Sky Heating also does not employ personnel who are intoxicated on the job, and has a no tolerance policy for such behavior.