Stone Services, Inc.

Stone Services improperly installed a blower motor in our air system, attempted double charging us for the install, and overcharged for work to date.We ([redacted] and [redacted] had Stone Services repair our air system; it was found to have issues in 2015. In 2015, their technician turned the speed of the fan down to reduce noise and noted that it should be replaced in a year or when the noise became worse. It became worse this year. We called Stone Services to make the repairs with the assumption they would pick up where they left off.6/9/16 New tech came without original diagnosis so we were charged again. However, in following up with the Stone Services office later after another issue, they sent detailed notes about the diagnosis in 2015. Both had the same results: we needed a new blower motor. 6/21 Tech replaced the motor. New one they installed made a clanking noise; they put the original motor back in, couldn't figure out the problem, and left to talk it over with the head tech. 6/22 Same tech returned to further investigate found that blower wheel also needed replacing. We agreed to the repair. 6/29 Tech returned and made replacement of blower wheel and motor. This new motor made a loud humming noise. Tech denied hearing the noise. [redacted] followed up with office by phone and email to ask for a head tech to check the work. 6/30 After a dialogue between [redacted] and [redacted] she agreed to have a head tech inspect the installation but expected us to pay for the additional hours. This was unacceptable to expect customers to pay to fix their mistake. [redacted] also shared this link at the bottom of her email: [redacted]. Meanwhile, the noise was getting louder. 7/01 We asked another company to inspect the work since Stone Services was disregarding the fact that their tech made a mistake or put in a bad motor, refusing to take responsibility. New company found a bad capacitor ($8 part) that should've been replaced with the motor, which may have already harmed the motor, causing the noise. The new company replaced the capacitor. The noise stopped getting louder, though is still there. 7/01 [redacted] notified [redacted] about the bad capacitor and asked for warranty information in order to have the new company pick up where Stone Services left off. 7/05 [redacted] phoned [redacted] to request motor's warranty and distributor information. She gave [redacted] the run around that week, stating that she would have to find that information and get back to [redacted].7/11 [redacted] emailed information on the old motor, not the new motor as requested. [redacted] requested the new motor's information again. 7/12 [redacted] evaded the request and stated they could send a tech out to resolve our issues. [redacted] called [redacted] who offered warranty information and restated they would fix the problem if we agreed to pay the extra hours. [redacted] requested to have the additional hours waived or to be discounted on the install of new motor so as to not be double charged. [redacted] agreed to talk with [redacted], a co-owner of the company, to see if they could waive new fees. 7/13 [redacted] responded that we needed to pay outstanding invoice and they would not have the tech spend extended time working on the issue without payment. They added that they wouldn't charge us another diagnostic fee, something that shouldn't have been considered in the first place. 7/18 [redacted] called to confirm that they would send the tech to swap out motor, honoring the warranty, when [redacted] stated that there were 4 outstanding invoices, instead of the one that we had received, and the highest one needed to be paid first. [redacted] stated that we were okay with paying most, if not all, of the amount on our invoice, and asked what the additional 3 invoices were from. [redacted] reviewed the details over the phone; none of them matched with the one that [redacted] received on the final day of the work. [redacted] was short with [redacted] when asked why none of the invoices matched the only one we were given... (continued in resolution box)Desired SettlementContinued from complaint box: [redacted] emailed electronic versions of the 4 invoices. The one that matched our invoice, #XXXXX, did not match the total to be paid as listed on ours. The electronic one stated $1,230.07, whereas ours stated $1319.07. All 4 totaled $1,601.07. [redacted] requested scanned copies of the original invoices.7/19 [redacted] did not send scanned originals, and the response included "When payment in the amount of $1230.07 is received, I [redacted] schedule a service call at your location and this call will be handled by our head technician." 7/20 [redacted] replied "I need to be clear on the charges before I pay an invoice that does not match the only invoice that we have received in hand. I've attached our copy. It appears to be comprehensive of the work at our house this year as it includes the diagnostic fee, parts and labor. Please confirm that there are no additional charges to date than what is attached. Then, I can pay the fees."7/21 [redacted] response "A decision has been made to accept a check in the amount of $1,512.46. This amount is less $89 from the original amount due of $1,601.07. A decision has also been made to not return to your location - your account is closed."Resolution RequestWe request that there are no additional charges beyond invoice #[redacted] that totals $1319.07. We also request that we are able to deduct the hours incurred by another company to replace the motor under warranty to be taken off of our bill with Stone Services. We request that we have 45 days to have the work completed and pay the remainder of the bill.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]@stoneservicesinc.comHello -This complaint is erroneous at best and as an employee, I, [redacted] handle issues as directed by [redacted], President of Stone Services, Inc.. I will add however, that the decision's concerning Ms. [redacted]'s boyfriend or friend? are based solely on said boyfriend or friends' account history and his original directives. As a courtesy Stone Services, Inc. worked with Ms. [redacted] but her name is not connected to, nor were we asked to add her to the customer's account. To reiterate, as a courtesy - Stone Services, Inc. worked diligently with Ms. [redacted] to ease her concerns through ample telephone and email explanations, service calls and even, an offer to assist financially. This complaint as far as I am concerned does not belong against myself, [redacted] and I will not allow anyone to disparage my name with false accusations and half truths online or in person. And, with regards to [redacted], President of Stone Services, Inc. - she runs this HVAC company with care and compassion towards every customer she has. This complaint is nothing more than an attempt to chip away at [redacted]'s success in the market place. Truly, how sad is it that Ms. [redacted] prefers to tear at an HVAC company run by a woman? I would expect Ms. [redacted] to understand and also ACCEPT our consistent efforts to assist her. There are no BUSINESS grounds for her complaint whatsoever, and I ask the Revdex.com to disregard. Sincerely,[redacted]Dispatcher Consumer Response This is a serious complaint and should be treated as such. Stone Services' response to the complaint is a perfect example of the poor customer service we experienced. [redacted] and [redacted] are co-owners of the home. Our intention has always been to simply have a bad motor fixed and to be charged a fair price for the work. However, this is not about intentions, it's about outcomes. Stone Services attempted to double charge us to fix a bad motor that they installed, they attempted to overcharge us for the work they did by sending us invoices for work in which none of them matched the original they gave us in hand, and they decided not to return to our home when we questioned being overcharged - leaving our motor unfixed. Fortunately another company has successfully honored the warranty on our blower motor and our air system is whisper quiet as it should be. We request that Stone Services invoice #XXXXX for $1319.07 be reduced by one hour to total $1230.07. We will pay the amount promptly upon agreement. Final Business Response I am the President/Owner of Stone Services Inc. and would like to respond to Ms. [redacted]'s complaint. Our entire team here makes every effort to take care of our customers in an honest and fair manner. We value and respect ALL of our customers. We offer our professional opinion and what we feel is best for the homeowner. It is then the homeowners' decision as to how they want to proceed. In this case, the homeowner was told in August 2015 that the internal windings of the blower motor were going bad. The homeowner did not want any further work done at that time. In June 2016 we received a call from the homeowner stating that there was a noise issue with their A/C unit. We sent our service technician out and he diagnosed the occurrence of the same issue from 2015. The resolution was to replace the blower motor and the blower wheel. The homeowners agreed to this repair. When the service technician left the residence, the unit was working properly and there were no other issues. Although I disagree with some of the points made by Ms. [redacted], I think that we handled the situation as we should have. The comments about "our poor customer service and being double-charged", are definitely unjustified. In my opinion, I do not feel that any amount should be deducted from the bill but will agree to accept $1230.07 offered by Ms. [redacted] in order to settle this account. I have learned over time that there are some customers you can please and some you cannot. Once payment in the amount of $1230.07 is received, I will consider this matter resolved.Final Consumer Response We accept their resolution, and:We are still perplexed as to why Stone Services does not think that they attempted to double charge us for their work, and we find it unfortunate that they are dismissive of the other serious issues. We will pay the amount agreed as we are eager to move on.Thanks, [redacted]

Despite having heard positive things regarding Stone Services, we've had a terrible experience, where they keep charging us and don't fix the problem. We initially had a service contract where we pay them each year to come out twice and service our heating and cooling. Shortly after our last contractual visit, our heat started cutting out. They sent out someone and charged approximately $370 dollars, including a visit fee, diagnostic fee, replacement of thermostat, and fiddling with the furnace. That's fine - except that the same problem kept occuring. They sent a person out again, and charged an additional $90 for the labor for the visit, even though the gentleman was addressing the same problem. Their concession to the fact they spent a couple hundred dollars and didn't fix the problem was that they weren't charging me an additional $90 diagnostic fee, since it was the same problem. Even that wouldn't be bad, except that the same problem occurred literally that night. And when I spoke with them, they planned to charge me again to have a person come out and address the problem for the third time. They felt it was a significant concession to not charge me the $90 diagnostic fee, but regardless of the fact that it would be the third visit for the same problem, they fully expected me to pay to have them come out again. When I proposed we get the problem fixed and then figure out what the total bill would have been to do that in a single visit and subtract what I've already paid, well, they don't do it that way. They hit you with fees every time, regardless of whether they actually fix your problem, and seem to have no sense of making sure that customers - even ones who pay them for recurring service - actually get results.

Despite having heard positive things regarding Stone Services, we've had a terrible experience, where they keep charging us and don't fix the problem. We initially had a service contract where we pay them each year to come out twice and service our heating and cooling. Shortly after our last contractual visit, our heat started cutting out. They sent out someone and charged approximately $370 dollars, including a visit fee, diagnostic fee, replacement of thermostat, and fiddling with the furnace. That's fine - except that the same problem kept occuring. They sent a person out again, and charged an additional $90 for the labor for the visit, even though the gentleman was addressing the same problem. Their concession to the fact they spent a couple hundred dollars and didn't fix the problem was that they weren't charging me an additional $90 diagnostic fee, since it was the same problem. Even that wouldn't be bad, except that the same problem occurred literally that night. And when I spoke with them, they planned to charge me again to have a person come out and address the problem for the third time. They felt it was a significant concession to not charge me the $90 diagnostic fee, but regardless of the fact that it would be the third visit for the same problem, they fully expected me to pay to have them come out again. When I proposed we get the problem fixed and then figure out what the total bill would have been to do that in a single visit and subtract what I've already paid, well, they don't do it that way. They hit you with fees every time, regardless of whether they actually fix your problem, and seem to have no sense of making sure that customers - even ones who pay them for recurring service - actually get results.","neg-1