Steele Heating & Cooling, Inc.

In response to the letter written by [redacted], Steele Heating and Cooling would like to first point out that the cozy wall furnace selected by [redacted] was installed by our company, it was not manufactured by our company.  [redacted], who has over 45 years of experience in the...

heating and cooling field, met with [redacted] at his home to discuss the unit that [redacted] selected. [redacted] provided him with a model number and product literature via email so that he could research the unit. [redacted] then went a step further and gave [redacted] a location that the same unit was installed if he wanted to go listen or look at the unit in operation.
Steele Heating and Cooling owners, [redacted] and [redacted], met [redacted] on the day the unit was to be installed and discussed the location of the unit. After the installation was complete, the owners of Steele Heating and Cooling ran the unit and found it to be in good working order. When [redacted] returned home and ran the unit he called Steele Heating and Cooling and talked with [redacted] to inform him that the unit was too loud for his wife to work or to talk on the phone while it was running. He then demanded that the unit be removed. [redacted] then suggested that they meet and listen to the unit to make sure it had not malfunctioned in the time after the Steele’s had left the job.
All three Steele’s then met with [redacted] at his home and with the new unit running stood in the office to discuss different options of moving the unit. The unit was operating during the discussion, and there were no hearing or communication problems. After agreeing to move the unit to an adjoining room, [redacted] instead decided to have us remove the unit altogether. Although units that are already installed are unable to be returned, it was decided that the heater would be removed at no charge. [redacted] would also be refunded $1,276.81 for the cost of the unit, despite the fact that the used, out of the box furnace already had a vent cut to the specific length of [redacted]’s home.
On the day we had agreed to remove the heater we were working on another job for a customer with no heat. We got hung up at the job, so we emailed [redacted] and asked if we could reschedule. Our normal practice for rescheduling is to call and work out the details. However, [redacted] had informed us not to call him, and instead to contact him via email. [redacted] had not contacted us back after we finished the job we were currently on to let us know if it was okay to still come to his home, so we were unable to remove the heater.
The next communication we had with [redacted] was a threatening email, letting us know to expect a letter with his intentions. [redacted] sent another threatening letter stating he now wanted $1,600.00 refunded to him for getting held up on the day and time we agreed on. Steele Heating and Cooling responded via email to let [redacted] know that we were willing to remove the unit and refund him the previously agreed amount of $1,276.81, not the extra money for [redacted]’s time. That was the last we heard from him until we received a notice from the Revdex.com. 
At this time, Steele Heating and Cooling is willing to remove the heater at no charge and refund the previously agreed upon amount. We are not willing however to install any other equipment for this customer, as we feel he would wait for the unit to be installed, then decide he no longer wants the unit.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this response appear below:Steele heating and cooling continues to deny responsibility for putting a completely inappropriate heating unit in my house.  Their offer to remove the unit and refund me still leaves me with a bill of over 1600.00 dollars, no heater, and a huge waste of my time.  I will continue to communicate my utter dissatisfaction with this business to the public as I have on [redacted], and the like. Clearly now legal recourse will also be required.  I would also emphasize that the only 'threats' made toward the business were to pursue this issue in court and to contact oversight agencies such as the Revdex.com.
Regards,
[redacted]