Stark Services

I was able to connect with the customer on Thursday, December 31st The customer had already received the refund check between the time he posted the Revdex.com complaint I was able to speak with him In my investigation, the source of the issue related to communication regarding the maintenance agreement on the customer's rental property The technician gave the customer our club member pricing which is a 20% discount and sold the customer a maintenance club membership Due to the repair cost on this particular item, this resulted in a bottom line savings of over $to the customer on the spot and the customer would receive additional maintenance visits at not additional charge This customer should not have received the 20% discount since he did not wish to purchase the maintenance agreement The customer agreed that we just miscommunicated in the process and that there was not any ethics issue here Per the customer, at this point in time the issue is 100% resolved

Complaint: [redacted] We are rejecting the offer made by Stark Services for the following reasons: The breaker was not loose at the time of [redacted] ’s visit on 7/18/Is it a pop in breaker without screwsFurthermore, the breaker was verified to be in working order along with the wiring by a certified electrician on 7/13/ At no time after that verification did Stark Services address the breaker as a concern until years later when we requested a new condenser The condenser is a defective unit (not a properly working) due to the fact that every year (except one) since installation it has required service for capacitor replacementsA new system should not have repeated service calls for the same issue on an annual basis The condenser was working when [redacted] visited 7/18/because Stark Services had just replaced the run and start capacitors on 7/5/ Stark wants to “satisfy our customers” however on 6/18/we had to call [redacted] because Stark was taking care of it’s “Preferred Customers” and could not come to service our system The condenser may be running now, but history with this component has proven it to be a defective unit We are still requesting our refund for out of pocket expenses as well as a NEW, not refurbished condenser to be installed at no cost to us Regards, [redacted]

There was an honest billing error where we cancelled his recurring billing of $on the property he had just moved out of and not the property he recently moved into. The result was a $charge that should not have been charged Additionally, there was a
communication issue with this customer who was out of the country. We were trying to reach by phone when he wanted email. I have been in communication with Mr*** and he has let me know that his concerns are resolved. We have refunded his $per his request

We are very sorry to hear of your dissatisfaction with this
matter and I think you can see from our reputation that this is clearly not our
goal.  You were on the phone with our
Customer Service Manager who had determined with our Service Manager that there
had indeed been a billing...

error.  Our
technician simply chose the wrong billing code off his tablet (single task
instead of multiple task). 
However, since your phone line has been disconnected, and
you hung up while on hold we were not able to communicate this to you.  I have also been trying to reach you all week but the line remains disconnected.  We would have
caught this error on the back end during our invoice review and corrected it
regardless.   The appropriate charge for
our services should have been $447.
I think it is also fair to note that yes, we charge flat
rate pricing.  Time after time, surveys
have shown that this is the preferred method of charging by homeowners.  Pricing in this manner protects our customers and keeps there from being a moving target of what something costs.  This allows us to quote a fixed price that
does not change if something takes us additional time (which actually happened
in your home).  Per our GPS system, our
technician spent 3 hours and 34 minutes diagnosing your system, picking up
parts and installing them (An additional 4 hours 27 minutes was spent on Tuesday
as well).   Time and overhead
is invested as well to prepare the warranty paperwork, file the paperwork and
return the warranty parts to the manufacturer.  
If you can contact our office and provide me with your
credit card number (we do not keep them on file), I will gladly refund the
difference. 
Again, sorry for the confusion but just please know that we would have taken care of
this regardless of your online posts and filing of a Revdex.com complaint if you had a
working phone or contacted us back.

I was able to connect with the customer on Thursday, December 31st.  The customer had already received the refund check between the time he posted the Revdex.com complaint I was able to speak with him.  In my investigation, the source of the issue related to communication regarding the...

maintenance agreement on the customer's rental property.  The technician gave the customer our club member pricing which is a 20% discount and sold the customer a maintenance club membership.  Due to the repair cost on this particular item, this resulted in a bottom line savings of over $50 to the customer on the spot and the customer would receive 2 additional maintenance visits at not additional charge.  This customer should not have received the 20% discount since he did not wish to purchase the maintenance agreement.  The customer agreed that we just miscommunicated in the process and that there was not any ethics issue here.  Per the customer, at this point in time the issue is 100% resolved.

We want to do everything we can to satisfy our customers.  In this case, we will reimburse the customer their out of pocket expenses of 734.12.  Please note that In the future we would not reimburse any costs not prearranged or preapproved by us.  With respect to the condenser, when...

we last visited the home, [redacted] found the client-installed breaker to be loose.  Upon tightening the breaker, the condenser worked properly.  The manufacturer will not warranty a properly working component, so we will not replace the condenser at this time.  We would be happy to have Mr. [redacted] revisit the property to inspect the condenser if the customer believes it to not be working properly.

Unfortunately, this customer has a valid complaint and I have apologized profusely.  We simply are as good as the people in our customer’s home and we had an employee who did not live up to the morals of S[redacted] Services.  He passed our personality profile testing, background check, drug...

screening and reference checking.  The employee has been terminated and the customer has been fully refunded.  The only comfort I can even attempt to find in this is that his tenure was very short with our organization but it still has kept me up at night knowing that he has been to any of our customers’ homes.   We are in the process of contacting every customer that he serviced for quality assurance purposes.  This has been an unfortunate incident for our customer as well as every employee who works hard here every day but he simply did not live by our mission statement of “Do the right thing” which we are 100% committed to.   Sincerely, Sean S[redacted]

Complaint: [redacted]
We are rejecting the offer made by Stark Services for the following reasons: 1.    The breaker was not loose at the time of [redacted]’s visit on 7/18/2017. Is it a pop in breaker without screws. Furthermore, the breaker was verified to be in working order along with the wiring by a certified electrician on 7/13/13.  At no time after that verification did Stark Services address the breaker as a concern until 4 years later when we requested a new condenser . 2.    The condenser is a defective unit (not a properly working) due to the fact that every year (except one) since installation it has required service for capacitor replacements. A new system should not have repeated service calls for the same issue on an annual basis. 3.    The condenser was working when [redacted] visited 7/18/2017 because Stark Services had just replaced the run and start capacitors on 7/5/2017. 4.    Stark wants to “satisfy our customers” however on 6/18/12016 we had to call [redacted] because Stark was taking care of it’s “Preferred Customers” and could not come to service our system. 5.    The condenser may be running now, but history with this component has proven it to be a defective unit. 6.    We are still requesting our refund for out of pocket expenses as well as a NEW, not refurbished condenser to be installed at no cost to us. 
Regards,
[redacted]