SMS Research & Marketing Services, Inc.

Initial Business Response /* (1000, 5, 2016/03/15) */
I received your email and would like to resolve all these concerns with you
First, please let me explain, all of our tech's go through thorough heat exchanger inspection with a company called "Heat Exchanger Experts" and that group travels the
country teaching HVAC tech's the best practices for inspecting the heat exchanger, because that is the most important safety check on a furnaceEvery year we check thousands of heat exchangers just like yours, and eventually every year we have a couple of clients that receive a second (or in one case a third) opinion, and that company says there is nothing wrong with the heat exchangerLast month in fact in Lakeville we had a customer that was in the same situation as yourself, one of our tech's found a cracked heat exchanger and recommended replacing the heat exchanger, or the furnace, and they actually got other opinions, and both companies said the heat exchanger was not crackedI made the same offer to them as I will make to you, let either my operations manager or myself and a senior tech come out and verify the condition of the furnace, if its cracked you can decide what you want to do with itIf it is not cracked I will repay you everything that you spent with our company and the cost of the other companyIn the case of the other customer the other two companies were wrong, the heat exchanger was cracked and the other company was there when we re-inspected their unit and he was happy when we were finished because he learned something new
Second, it sounds like Tony did a poor job of communicating with you and showing you the crack and going over the process he used to determine that it was cracked, our guys usually do a great job at that, and we will go over again how important it is to go over everything with the customer so that you are comfortable with the recommendations they make
Please let me know how you would like to proceedThank you
Jeff ***
General Manager
Initial Consumer Rebuttal /* (3000, 7, 2016/03/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank-you for addressing my concernsI do NOT want to schedule any more appointments with this companyThere are just too many red flags from the prior visit for me to feel comfortable with any future analysis on their part of my heating system

we certainly appreciate you being a part of our maintenance plan, I would rather have a phone conversation, as I am not great with explaining through Email, but here goesDuring the summer the first tech to your house miss diagnosed the problem with your a/c, the second tech found the real problem
and made the correct repair, if not for the second tech's honesty, he could have performed the proper repair, and charged you for the work that the first tech charged you forI wish that we didn't misdiagnose it in the first place, that causes you problems and the company problems, and puts the second tech in a poor position having to be the one that has to inform the customer that mistakes were madeI apologize on the part of all of our company for the inconvenience that you incurredas far as the difference between us and centerpoint, when we check for gas leaks we use gas sniffers to find leaks, and I hope he showed you where the leak was, if not I will have to reiterate to my team the importance of doing sobut as far as the blower motor is concerned, we notify the homeowner before the part fails, center point only considers a part bad once it failsthe notes say that the motor is leaking oil, and its the same thing as if you lost the oil from your cars motor, its only a matter of time till it failsif you prefer to wait that's fine, we just want you to know so you can decide how you want to proceedplease feel free to contact me at any time with questions or to discuss any refundsGeneral Manager Jeff *** cell ###-###-####

our records indicate that we have called the customers house many times during the year to come out and perform the work, but were not able to get out to perform the maintenancei will be happy to cancel the maintenance membership and refund the money, and hope that if they would like to have us
out, they can call and schedule it and we will charge a tune up rateA check for the entire will be sent out this week

Initial Business Response /* (1000, 22, 2016/03/15) */
I was just forwarded this from another One Hour Heating and a/c, it was sent to them by mistake. we have a 100% satisfaction Guarantee, that we always stand behind, I will certainly refund the money that you paid and I apologize for the...

inconvenience that you suffered because of the wrong switch being installed. please feel free to call our company directly anytime you have any questions or concerns for us.
Jeff [redacted]
General Manager
Initial Consumer Rebuttal /* (3000, 24, 2016/03/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am just concerned that no actions are being taken at back end. How about figure out why wrong pressure rating switch was installed. Did you even look into who did it ? and why ? Is it a common practice.
You are playing with safety of houses, by putting wrong rating part. This is very untrustworthy.

We would like to convey our apologies to Ms. [redacted].   We are a marketing research company.  Our company has been undertaking research in Hawaii for more than 55 years.  A large part of our research is for the State of Hawaii Department of Health.  To ensure accurate...

data we are required to call the same household multiple times.Ms. [redacted] has requested that we remove her number from our phone lists in the past. I checked the records, and we have done so-- but it popped up again on our system when we upgraded our software.   We will put the [redacted] phone number on our DO NOT CALL list again-- and I will verify that it is there on a regular basis.We again wish to apologize for our intrusion. Thank youHersh [redacted]Chairman

Please accept our apologies for the delay in responding to your note. We have reviewed our documentation regarding our interaction with [redacted]. SMS Research is a professional marketing research company. We undertake multiple research projects for the private and public sector. We call...

randomly generated phone numbers. It is our policy to call back non- responding phone numbers a minimum of three times to ensure that all potential respondents have an opportunity to provide their opinions.SMS professional interviewers called the number 808-291-5689 as follows: On October 3 at 6:11 pm -there was no response.OnOctober 7 at 10:34 am - answering machine respondedOn October 7 at 12:37 pm - on this attempt the phone was answered. SMS was requested to not call the number again. SMS programmed the number into our DO NOT CALL list.Please convey our apologies to [redacted]and assure her that we will not call her.

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

Please accept our apologies for the late response.  I found this e mail in our virus software.SMS research undertakes multiple surveys throughout the year.  Most surveys do require frequent call backs, especially the surveys we undertake on behalf of the Department of Health.  We do...

not call after 9PM on weekday evenings and 5PM on weekends.Please convey our apologies to the Hawaii resident for ouor intrusion.  If he/she can provide the phone number we called, we can program our systems not to call that number again.We apologize for the inconvenience.Best regardsHersh S[redacted]Chairman