Smessaert Custom Builders, LLC

We completely understand and sympathize with Mr***'s frustration with the service that he received. We responded to an initial service call of no heat/hot water on November 15th. After checking the system over and speaking with technical support we were instructed to replace the flue
sensor. We collected $and ordered the required parts. We attempted to make a temporary repair but were unable to do so and left Mr*** with space heaters for some heat. Unfortunately he was left with no hot water. We quoted for the repair. Upon return to replace the part, there was water damage to a board during the repair and we had to overnight that board to our shop. We returned and replaced the board and flue sensor. We adjusted the return visit to $due to the delay in completing the repair and there was no charge for the board.The boiler failed again on November 27th and our lead technician found that the e-prom software plug would need to be replacedUnfortunately it was Thanksgiving weekend and we could not get the parts that day and it would have to shipped in via expedited shipping but we would not get them until after the holiday weekend.I spoke with Mr*** on Monday the 30th at which time he expressed his disappointment with not only the repeated service calls and the fact that no one in management had been in contact with him. I did let him know that our plan was to complete the repairs at no additional cost to him and he declined. He stated that he would have another company come in and evaluate the system We are willing at this point to refund his maintenance agreement of $and the service he paid for of $for a total of $382.00. Mary Tarpy*** ***

We received a call on October 4th for a customer that had no heatUpon arrival there was already a plumber presentHe was the one that called us on behalf of the customerHe called our company to service it because he stated “he does not know how to work on a system like this.” Going forth from there upon diagnosis, our technician opened the cover panel and saw that all of the controls were wet with waterThe water saturated many controls in the boilerOne of my technicians witnessed that the plumber present was doing pipe work in the customer’s homeThe only way the controls could have been wet was from a leak or an open pipeWe firmly believe we received this call because the plumber present was the one that damaged the unitDuring all of this time the plumber was on sight with my technicianHe was extremely irritable and had no place being present in the work environment with that type of attitude. The first part was a circuit board which we replacedAfter the circuit board replacement, the system was not working againWe went to the house for a second time at no additional cost and called the manufacturer on the phoneThe diagnosis per the manufacturer stated that the gas valve was the problemThe gas valve was deemed damaged from the water present in the cabinet from the first visitWe had to order the gas valve which was not available for overnight shipping unfortunately, hence the waitWe returned and replaced the gas valve and the system was running after that. We were a second party in this situation the moment we stepped foot into the home*** *** is not liable for *** ***’s (claim #***) lack of heat or misfortune with the heating system due to the first party’s lack of knowledge and mistakeWe explained how our prices and rates work on the phone even before dispatching a technician to the homeOur company policy is to collect final payment upon completion of every job on sightThis was explained multiple times, however each time we finished a repair the customer would not answer the door to sign off on our paperworkThe end result of this was to bill her for the amount of $for the repairs and diagnostic that we spent on this systemWe have made multiple phone calls to the customer to try and collect payment before we sent a bill to herShe has owed us this amount since completion on October 5th, which at this rate we were going to submit her to collections for the amount owedAll that my company asks is to be paid the said amount that is owed to us and we can part ways. Thank you,*** ***Branch Manager

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments.  Climate design did not respond in a timely way, so we have hired a local Lawyer.  I understand Climate Design must respond only to our Lawyer,  [redacted]. She sent a letter to them on Monday.
Regards,
[redacted]

We reviewed this immediately.  It seems the customer meant to write this complaint for [redacted] Systems.  We did not perform service for this customer.  We do not have record of performing service at this home, and the customer made reference to [redacted] in the complaint.