we had a serviceman by the name of Mike from Stanley Gelber and Sons come visit our home, fairly young spanish man who I hear has good reviews. We have used this company and had a great experience so what happened today is beyond me. Mike took it upon himself to slam his fists onto our fragile glass door in attempt to alert us he was there. I came downstairs alarmed and asked him why he was banging on our glass when he told me "you didnt answer the bell" meanwhile the bell was going as he was aggressively slamming our glass. Explaining to Mike that you do not bang on someones glass, I was told "shut the fk up" as him and his partner left. My 88 year old grandfather then came flying outside to stop the truck to see if they were there for a reason, the 2 servicemen waved rudely and sped off. I called to make a complaint and was paired with an extremely rude service manager. They claim they "will give mike a talking to" while condescendingly asking what he would like me to do and then offering free service, when I accepted the free service, he informed me it wasnt happening. My grandfather then got on the phone to clear it up, and he repeatedly was rude to him as well as me. I said "i should come up there and talk to mike myself" when the service manager said "dont make threats you wont make good on"... what? what does that even mean? what kind of manager says things like this? this company needs to train their employees in customer service better. Possibly get rid of Mike and the service manager who had disregards to my 83 year old grandma being cussed at.
Review: Gelber installed a very expensive heating (Energy Kinetics System 2000) and cooling system in my home. They did a sub-standard job which led to water damage in my house and cost me thousands of dollars of repair, repainting and re-wallpapering which they denied was their responsibility. Then when the boiler shut down and needed service (in February rendering my family and I w/o heat or hot water), Gelber would NOT provide the necessary service because they said they "no longer service oil heat" even though they installed it. Now the hot water storage tank, that was installed with and is part of the system, is leaking. It is under warranty (I confirmed with the manufacturer) and Gelber refuses to replace the tank unless I pay for the service call.Desired Settlement: I want the hot water storage tank replaced under warranty w/o any cost to me.
Business
Response:
The original installation took place in November of 2006. Our contract with the homeowner clearly states that they have an all inclusive two year labor guarantee from our firm. We are required to supply a one year guarantee but we extended this as a courtesy to the homeowner for an additional year at no charge. This installation was done eight (8) years ago.
This homeowner has not done any maintenance over the years with our company. The last visit was for a service call in 2010 which was un-related to this problem.
If the domestic water storage tank is leaking according to the manufacturer's written warranty Stanley Gelber & Sons, Inc. is not responsible for the tank and it's replacement. As clearly stated within the written warranty from Energy Kinetics: " Except when specifically prohibited by the applicable state law , [redacted] and not the Manufacturer, shall be liable for and shall pay for all charges for labor or other expenses incurred in the removal, repair or replacement of the water heater or any component part(s) claimed to be defective or any expense incurred to remedy any defect in the product. Such charges may included, but are not necessary limited to:
All freight,shipping, handling and delivery costs of forwarding a new water heater or replacement part(s) and installing a new water heater or component part(s)."
"Manufacturer shall not be liable for any water damage arising, directly or indirectly, from any defect in the water heater or component part(s) or from it's use.
The full written warranty from Energy Kinetics and the "American water heater Group" has been forwarded to the Revdex.com. This warranty clears Stanley Gelber & Sons, Inc. of any responsibility (and especially after 8 years of service from this product and 6 years past our labor guarantee)
According to Energy Kinetics the homeowner may obtain a warranty tank if they are entitled to it and pay for all related labor through ANY Energy Kinetics dealer, not necessarily Stanley Gelber & Sons, Inc.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Of course you're legally correct in what you say, however you still don't address some of the facts:
1. When your team put the condensation drainage pipes from the attic air-handler into my gutter they drilled though the soffet AND gutter to allow for the water to be pumped into the gutter. Great, except for one small detail, THEY DID NOT SEAL AROUND THE PVC PIPES and consequently any moderate to heavy rain filling the gutter to even half way full would allow for water to back flow into the house through those holes. That water continued to cause damage to our kitchen ceiling, living room ceiling, wall, window and an antique table. It took us time and paying for an engineer to figure out that this was causing the water problem. We had to have the ceilings window and wall fixed, re-painted and re-wallpapered all at MY expense running into thousands of dollars because it was outside your "labor guarantee" and because we technically couldn't prove the water damage was do to your teams incompetence (oversight, to be kind). Thanks
2. When you answered this claim you made it sound as if we didn't use you (because we chose not to) for service. The fact is that we never had any service done to the system (and we were never told what the scheduled service on the system needed to be done) until it shut down. We called you when that happened and after several contentious phone calls, were told by you that you "don't service oil heat" even though you installed it. Thanks again.
3. Now the water tank, under manufacturer warranty is leaking. I don't know if its from the work you did or the tank itself. I'm not a professional in that area. Then against our better judgement, we called you to address this problem. Thought maybe after the contension between us that you might make good on this even that time has passed. You've made it very clear what your position is: MY PROBLEM, not yours. We've never said a bad word about your company even though we felt unhappy with how things turned out but felt we had to try to give you a chance to make good. Now there's ABSOLUTELY NO WAY I would trust your company to do the work but felt at this point I also had to say something.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
we had a serviceman by the name of Mike from Stanley Gelber and Sons come visit our home, fairly young spanish man who I hear has good reviews. We have used this company and had a great experience so what happened today is beyond me. Mike took it upon himself to slam his fists onto our fragile glass door in attempt to alert us he was there. I came downstairs alarmed and asked him why he was banging on our glass when he told me "you didnt answer the bell" meanwhile the bell was going as he was aggressively slamming our glass. Explaining to Mike that you do not bang on someones glass, I was told "shut the f
k up" as him and his partner left. My 88 year old grandfather then came flying outside to stop the truck to see if they were there for a reason, the 2 servicemen waved rudely and sped off. I called to make a complaint and was paired with an extremely rude service manager. They claim they "will give mike a talking to" while condescendingly asking what he would like me to do and then offering free service, when I accepted the free service, he informed me it wasnt happening. My grandfather then got on the phone to clear it up, and he repeatedly was rude to him as well as me. I said "i should come up there and talk to mike myself" when the service manager said "dont make threats you wont make good on"... what? what does that even mean? what kind of manager says things like this? this company needs to train their employees in customer service better. Possibly get rid of Mike and the service manager who had disregards to my 83 year old grandma being cussed at.
Review: Gelber installed a very expensive heating (Energy Kinetics System 2000) and cooling system in my home. They did a sub-standard job which led to water damage in my house and cost me thousands of dollars of repair, repainting and re-wallpapering which they denied was their responsibility. Then when the boiler shut down and needed service (in February rendering my family and I w/o heat or hot water), Gelber would NOT provide the necessary service because they said they "no longer service oil heat" even though they installed it. Now the hot water storage tank, that was installed with and is part of the system, is leaking. It is under warranty (I confirmed with the manufacturer) and Gelber refuses to replace the tank unless I pay for the service call.Desired Settlement: I want the hot water storage tank replaced under warranty w/o any cost to me.
Business
Response:
The original installation took place in November of 2006. Our contract with the homeowner clearly states that they have an all inclusive two year labor guarantee from our firm. We are required to supply a one year guarantee but we extended this as a courtesy to the homeowner for an additional year at no charge. This installation was done eight (8) years ago.
This homeowner has not done any maintenance over the years with our company. The last visit was for a service call in 2010 which was un-related to this problem.
If the domestic water storage tank is leaking according to the manufacturer's written warranty Stanley Gelber & Sons, Inc. is not responsible for the tank and it's replacement. As clearly stated within the written warranty from Energy Kinetics: " Except when specifically prohibited by the applicable state law , [redacted] and not the Manufacturer, shall be liable for and shall pay for all charges for labor or other expenses incurred in the removal, repair or replacement of the water heater or any component part(s) claimed to be defective or any expense incurred to remedy any defect in the product. Such charges may included, but are not necessary limited to:
All freight,shipping, handling and delivery costs of forwarding a new water heater or replacement part(s) and installing a new water heater or component part(s)."
"Manufacturer shall not be liable for any water damage arising, directly or indirectly, from any defect in the water heater or component part(s) or from it's use.
The full written warranty from Energy Kinetics and the "American water heater Group" has been forwarded to the Revdex.com. This warranty clears Stanley Gelber & Sons, Inc. of any responsibility (and especially after 8 years of service from this product and 6 years past our labor guarantee)
According to Energy Kinetics the homeowner may obtain a warranty tank if they are entitled to it and pay for all related labor through ANY Energy Kinetics dealer, not necessarily Stanley Gelber & Sons, Inc.
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:
Of course you're legally correct in what you say, however you still don't address some of the facts:
1. When your team put the condensation drainage pipes from the attic air-handler into my gutter they drilled though the soffet AND gutter to allow for the water to be pumped into the gutter. Great, except for one small detail, THEY DID NOT SEAL AROUND THE PVC PIPES and consequently any moderate to heavy rain filling the gutter to even half way full would allow for water to back flow into the house through those holes. That water continued to cause damage to our kitchen ceiling, living room ceiling, wall, window and an antique table. It took us time and paying for an engineer to figure out that this was causing the water problem. We had to have the ceilings window and wall fixed, re-painted and re-wallpapered all at MY expense running into thousands of dollars because it was outside your "labor guarantee" and because we technically couldn't prove the water damage was do to your teams incompetence (oversight, to be kind). Thanks
2. When you answered this claim you made it sound as if we didn't use you (because we chose not to) for service. The fact is that we never had any service done to the system (and we were never told what the scheduled service on the system needed to be done) until it shut down. We called you when that happened and after several contentious phone calls, were told by you that you "don't service oil heat" even though you installed it. Thanks again.
3. Now the water tank, under manufacturer warranty is leaking. I don't know if its from the work you did or the tank itself. I'm not a professional in that area. Then against our better judgement, we called you to address this problem. Thought maybe after the contension between us that you might make good on this even that time has passed. You've made it very clear what your position is: MY PROBLEM, not yours. We've never said a bad word about your company even though we felt unhappy with how things turned out but felt we had to try to give you a chance to make good. Now there's ABSOLUTELY NO WAY I would trust your company to do the work but felt at this point I also had to say something.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,