Stuber's Heating & Air Conditioning, Ltd.

Initial Business Response /* (1000, 5, 2015/08/19) */
In 2006, we purchased a [redacted] heating and air conditioning system and the 10 year extended warranty from our supplier to install for our customer. We purchased the equipment upon approval of our customers. We do not purchase units for stock...

purposes. The equipment was ordered 01/03/06 and invoiced on 01/06/06 from our supplier (file attached). We installed the heater and a/c units on 01/09/06 for this customer (file attached). We confirmed with our supplier the unit was manufactured in 2004, shipped to them mid to late 2005, and then shipped to us for install January 2006.
A few months later, in the spring, the customer called Craig Stuber on his personal cell phone and asked if he could stop and look at the a/c because it was not working. Craig stopped by and noted the filter was clogged and dirty and needed to be changed. He changed the filter and the system worked fine. Two months later, Craig again received a call on his personal cell phone from the customer stating the unit was not cooling. Craig stopped by and again found a plugged air filter and changed it. The same thing happened again a few months later and Craig told the customer they needed to change the filter every two months. He advised this would be the last time he went to their home for a filter change. Craig also told them they should get the service contract to help maintain their systems. All of the above visits were at no charge. We have the following service calls in our system:
06/26/2009 to check a/c. The technicians found no problem.
10/19/2009 unit not working. We replaced the blower wheel-part covered by warranty.
7/7/2015 not cooling. The technician found the a/c compressor had burned out which contaminated the whole unit. We did a proposal on replacing the unit and included the warranty information and coverage (file attached). It took our office staff 4 hours to track down the information regarding the warranty. The original warranty for the equipment was issued by [redacted] We went through our old files and found the warranty copy. We discovered [redacted] was purchased by [redacted] Our office manager contacted [redacted] on 7/9/2015 and was transferred to [redacted], the agent in charge of the former [redacted] accounts, to verify the information on our customer and their claim. We gave the customer the information for filing the claim. (Copies of all notes and invoice are available if needed by the Revdex.com.)
The customer called the office several times and was rude to our staff. The customer also called Craig and yelled they were contacting their lawyer. Craig and our staff made every effort to assist our customer with their problem but nothing we did satisfied them. We rely on our reputation for honesty and never deceive our customers with "bait and switch" nor do we inflate our invoices. We went to their home, diagnosed the problem, and quoted the parts all on the same day. We called the customer with the quote, put them on the schedule, and told them to contact [redacted] regarding reimbursement of their warranty claim. When no further contact from the customer was made we called on 8/14 and were told they no longer required our service. We do not owe the customer; instead he has an open balance of $250.00. The allegations presented by Mr. [redacted] are untrue (potentially illegal) and would be detrimental to our business if published. We have contacted our attorneys and will keep them apprised.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As you can see from the paperwork my claim is valid and what they said is incorrect. My original statement is validated by the paperwork and contractors I contacted.
Final Business Response /* (4000, 9, 2015/09/02) */
None of the customer's inflammatory statements in this complaint are valid. The paperwork/documents prove the unit was proposed and purchased through Stuber. The customer also purchased an extended warranty/contract with [redacted] (now [redacted] As the documents show, we were working with the customer to remedy their problem. Unfortunately, the customer chose to go with [redacted] rather than allow us to install the compressor to fix their unit. Stuber Heating and Air is not responsible.

Initial Business Response /* (1000, 10, 2016/01/29) */
Our last correspondence regarding this case was our response dated 9/2/15. We received a phone call on 01/28/2016 requesting a response. The customer now wants 400 dollars as resolution over a false allegation. We have already provided...

documents showing the unit was purchased new from the supplier and was installed 3 days later. No bait and switch ever occurred. We do not owe the customer money; on the contrary, our last invoice remains unpaid. Although our office staff and [redacted] spent several hours over multiple days on phone with the customer and the various insurance companies, the invoice included 2 hours for the labor involved. Our position is the customer owes our company $250.00.
Initial Consumer Rebuttal /* (3000, 12, 2016/02/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Just had a part go out on the unit for 421. It is now out of the 10 year mark because Stuber sold me an old unit. Would like 421 in reimbursement

Initial Business Response /* (1000, 5, 2015/07/28) */
We installed this ac unit on June 9, 2015. There is no record of any of our employees unplugging the freezer. On July 13, 2015, five weeks later, the customer called the office and said our employee unplugged the freezer and failed to plug it...

back in. The customer came into the office later in the week demanding reimbursement for the meat in the freezer. [redacted] spoke with the customer, he asked for a list of meat the spoiled and asked if the freezer was plugged back in and working; the customer said no, the freezer was not plugged back in. The customer dropped the list off at our office and spoke with [redacted]. He set an appointment for two days later to go out and look at the freezer. Although we have no proof the freezer was working properly when we installed the ac unit and the smell of a rotting freezer full of meat should be present within a few days of no power; [redacted] wanted to maintain goodwill with the customer. He intended to write a check for the meat at that time. The customer called back into our offices the next day and said the freezer was plugged back in and it was not working. The customer did no want [redacted] to come out and inspect it. We have had no further contact from the customer until this notice of Complaint.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I went to this business two weeks after installation(June 29 or 30th). I had just found out the freezer wasn't working over that weekend. My sister told me to go there and tell them about it. While I was there Mr [redacted] talked to his employees and one of them said they had to unplug the freezer to plug in a light. They jokingly said the money was coming out of that employees pocket. The issue about the smell was it is a deep freezer in the basement laundry room. I don't go to it unless I'm looking for something that's not in my freezer upstairs. Like a pizza in this case They told me to make a list and they would find prices and we would discuss a refund of some sort. Within the next two weeks I dropped off a list that had mostly frozen meat on it,even thought I did have other stuff in it. At that time I told the receptionist that my freezer was not getting cold when plug in, but the motor was still running.. I received a phone call from Mr [redacted] saying he would like to come see the freezer. He never showed up or called me since. I called back I guess July 13th since they have that date written down to leave a message with the receptionist for Mr.[redacted]. never heard anything, so I filed my complaint with Revdex.com. As I already said, I bought the extended wawarranty so I have to deal with them for the next ten years. Wish I could get my money back for that also.
Final Business Response /* (4000, 12, 2015/08/17) */
[redacted] and [redacted] met and came to a mutually acceptable agreement.::