Sturm Heating, Inc.

We finally decided that we could no longer live without air conditioning so we called Sturm. We'd used them before when our old furnace went kaput. Kip E[redacted] came out to see what it would take to properly cool our home. We decided to go ahead with the installation ASAP. The electrician, Barry, came a little earlier than the installation crew to make sure proper and adequate power would be available. Tony & Chris, the installers, arrived shortly thereafter. They did a spectacular job of installing a Trane unit that matched up to our furnace and made it a point to answer all questions and left the area cleaner than they found it. We were so impressed that we had them install an air conditioning unit for our mother/mother-in-law. She is totally pleased as well. We highly recommend Sturm.

I purchased a new gas heater from Sturm Heating 2 years ago. The rep and the install crew were very professional and they did a great job all around. So much so, that I recommended them to family and friends. I contacted them in late Oct 2013 to come out and do some preventative maintenance on the heater for the coming winter and give me an estimate on some needed ducting work. Initially I called the rep ([redacted] I believe) who sold me the heater. He asked if he could pull over and call me right back but never did. Didn't let it concern me as their office isn't far. The next week I went by the office and made an appt to have a technician come out, along with an estimator. I was told they would be to my house around 9am, needless to say nobody showed up all day long, let alone called. A work partner just had this same issue with Sturm, which is what reminded me of this. After reading several reviews, I see that this is not such an "uncommon" problem with Sturm after all. Needless to say, I will be calling my family and friends and retracting my recommendations.

Review: We had STURM in to repair our radiator system that was not working properly this past winter; after weeks of back and forth, saying that our radiators needed to be 'bled', which we had already done over and over, they put in a pump, telling us it would solve the problem. They provided us a non-itemized invoice for the work which we paid (over $2300). However, it was quickly apparent that the pump was not working properly; every time we called to complain of the noise and that the system was still not working, we were promised calls back, which didn't happen; this occurred throughout the winter of this year. When they did come back to look at the system, they were suggesting ADDITIONAL work/expense to 'fix' the problem. After over a month of living with a heating system that was not functioning properly (we have the [redacted] bill to prove it) , we finally sought a 2nd opinion and that person quickly fixed our system, put in a smaller pump and told us the pump that STURM installed was inappropriate for our house (it was a commercial grade pump and too large for our home's radiator system; it was pumping too much water, causing the boiler in the basement to actually leak due to too high a water pressure through the system, which could have in and of itself, caused additional damage). My husband has been trying to work with STURM for them to reimburse us…and has been more than patient waiting to go up chain of command to resolve this; we're asking them to basically buy back the pump; we're willing to 'eat' the labor charges for all this crappy work they did, but want to be reimbursed for the amount they charged us for this pump. They are now, as of today, telling us the pump was $480, which is a flat out lie, as this is a commercial grade pump and according to our service person who did end up fixing the boiler system to our satisfaction, the price to a contractor from the company that makes these pumps is over $700….so not including the mark-up that a company would charge a consumer. This was a commercial grade pump, not residential, it was too large for our system, which is why it was so noisy and why we were complaining that it was not working properly…..and STURM will take no responsibility for their actions. We've had worked and worked to try and resolve this with STURM…... We have found them to have poor customer service, show dishonest business practices, be non-responsive and unknowlegeable about the business they are supposedly in.Desired Settlement: We are requesting a refund for the amount for that commercial pump that THEY CHARGED US and to buy the pump back. Our original invoice for this to be installed was over $2,300; according to the information we've received from another contractor, that pump was over $1200 to us……we will return the pump to them.

Business

Response:

We are currently working with Mr. [redacted] to come to a resolution that we both can accept. He will be calling me on 6/20/14 btween 9-10 am.

Thank You,

Review: They came out to fix [redacted] and were not able to fix. They charged for coming to the home. Called another company and they were able to fix the problem. When I called Sturm and requested to speak with the owner they would only let me speak with a service manager. Who became vey aggressive over the phone and demanded that I tell him how it was fixed. He also said that I would not get my money back.Desired Settlement: I would like my money back since they provided no service and were extremely rude to me.

Business

Response:

Dear Revdex.com,

We were out to Mr. [redacted] home on Wednesday October 2 to diagnose a problem with his gas [redacted]. Upon arrival we found wires in the control panel that needed to be repaired. We repaired the wires and started the [redacted] up. We found when the cover to the [redacted] controls were installed it was shorting to ground. We told the customer that there was a internal short in the [redacted] and further diagnosis would be needed to correct the problem. Mr. [redacted] declined further repair and we quoted him a new [redacted]. I was not rude to Mr. [redacted]. I asked him what [redacted] did to fix the problem. He refused to tell me what they did and that it was none of my business. I told him that if we made a mistake we stand behind our work and I need to know so I can discuss it with my technician. He told me [redacted] come out on Friday November fourth and he does not know what they did but they fixed it.. I spoke with [redacted] in the service department at [redacted], He stated his technician [redacted] diagnosed the same problem and also told him further diagnostics would be needed to correct the problem. Mr. [redacted] again declined further repair with them as well and was quoted a new [redacted]. Mr. [redacted] requested the cover to the controls be left off and he was going to buy a new [redacted]. I feel we did a correct diagnosis as did [redacted] and do not owe a refund to Mr. [redacted].

Thank You,

Service Manager

Called at 715 on monday 11/25/13 asked for repair of furnace no heat told them after 4pm then was told ok and would cost 79.00 for show up plus parts told them ok never showed called that evening now if they came out it would be overtime declined called tues moring told had sch. for tues after 4 never called to inform of change only response was I'm human will never use this company again

We had a Sturm service man come to our house to do 2 jobs. One to repair an outlet that appeared not to be receiving any power. We also wanted him to install a new outlet in another room. The first request was unsuccessful although he spent most of his time trying to figure out how to fix it. That he never did. He did install a new outlet but did not do a neat job so my husband will need to work on the area around the outlet to have it look okay. HE charged $263.37 for his work which I felt was way overpriced. He said he charged for the work and also for the time it took. He said his timing began when he left his shop.