Summers Quality Services

First let me apologize for any confusion about the pricing of the workMy technicians don't remember saying anything about an $per hour rateWe don't even charge by the hourAll of our jobs are priced by flat rate pricingWe do however charge an $trip/diagnostic feeThis may have
been where the confusion came from. Yes, we do charge more than many other companies in the area, though not as much as othersI make no apologies for our pricingI learned a long time ago that it is far better to offer a more expensive, quality service and explain our prices every once in a while than to skimp and live with a reputation for poor quality foreverWhy do we charge more? It's a fair questionLet me endeavor to answerFirst, our prices are not set by happenstanceThey are not set to the level we think the market will bearNeither are they set to the level our competitors chargeOur prices are set so that we can keep one dime out of every dollar after taxesThe fact is our prices are based on our costsOut of every dollar we charge we must pay for: technician's salary, workers compensation, social security, medical benefits, ongoing training, overhead and benefits for office personnel, advertising, reserves to ensure we can honor all of our warranties and guaranteesalong with many other costs. Yes, there are some in the area that charge lessThere are some that hire less qualified personnel, who make lots of mistakes and must go back and correct themThere are some that do not train their workforce to keep them up to speed with current codes and practicesThere are some that do not conduct background or drug test on their employees to ensure that you don't have to worry about the technicians that are coming into your houseThere are some that do not carry the proper level of insurance to protect you in the event of a catastropheThere are some that cut a lot of cornersI can understand how you might be upsetDifferent businesses charge different prices for what appear to be similar products and services every dayYet, rarely are the products and services truly the sameThere are always differences. I'm not here to make excusesI merely wanted to offer an explanation While I feel we are fair and honest, I also want to make sure you feel the same wayThat's why I will agree to refund the $you are asking forI hope you have a better understanding than when you wrote this complaintIf you find this solution satisfactory I'd be thrilled to have your continued business

First let me apologize for the bad experience you received from my companyWe strive to exceed our customers expectationsI have spoken with several of my employees that were involved with your situationI do agree we did not respond to you in a timely manner in regards to getting you the quote
and having our master plumber talk to you about the repairs neededWhen I talked with the plumber who was out to the site he did say that he had mentioned to the person that was on site that there would be an additional charge to open the ceiling to expose the piping and did get the OK from that person to do soAs for the crack in the fitting, there is no way that it was caused by the snake that our plumber usedThe fitting is made of cast iron and the snake he used was a small residential typeThe fitting looks original to the home and most likely very rusted on the insideI have attached a couple of photos of the fitting and noted where the crack is locatedIt is true that a snake can damage older pipes but those are under ground clay or cast iron type pipes that have been become very brittle due to the fact that they have been buried in dirt and soil for yearsThat is not the case here.In regards to the pricing difference, the $was an off the cuff rough estimate and when things were actually calculated out the proposal came out to be $2800. With all that being said I would like to refund the disputed amount of $We would also be happy to complete the repairs needed for the original rough quoted price of $

Dear [redacted],
This is in response to your complaint filed with the Revdex.com on 7/4/2014 about the repair needed to fix your air conditioning system. The part that failed is known to be a part that does typically last the lifetime of the...

furnace and is not a common repair. That is why we don't stock them on the truck. We do strive to get all repairs completed in a timely fashion. Unfortunately, in the case of your repair, several things came into alignment that caused this not to happen. These being the weather, as hot as it was, and one of our technicians having to leave early causing more work added to others. When this happens we all pull together to try to get all of the work completed. Sometimes, there is just not enough time in the day to allow this to happen and your repair had to be rolled over to the next day. When repairs or service calls are scheduled we try our best to allow enough time for repairs and travel time. This is a guessing game at best. Unfortunately, again, you were on the bad side of luck; meaning the repair that was scheduled before you took and extreme amount of time. We were able, though, to complete your repair and get your system cooling again without any additional charges. 
I am truly sorry for the problems you encountered with your system and the situation it put you in. I hope your daughter is still doing well and your party was a success.
Sincerely, 
John S[redacted]

Review: My [redacted] heating/air system was reported to have problems on June 26 with the unit failing on June 27. The first repairman acknowledged the failed turbine like part being bent out of shape for a unit that is approximately 3.5 years old.

I was referred to Summers Quality Services ("Summers") by the manufacturer - [redacted]. The other service providers all charged usury fees to extort extra money for the warrantee repair. Summers at least acknowledged they would credit the initial $85 to the repair charges. Since it took less than 30 minutes to remove the part, hopefully there will be no additional charges. This stage is still in progress as I write this complaint.

Summers moved the original repair schedule from July 8 (excessively long repair lead time) set on June 26 to July 2 on June 28 or so. Summers advised most parts are on the service trucks. I advised they of the model number of the unit. At approximately 3 pm on 7/2, the service man confirmed the repair will be covered under warrantee, acknowledged he did not have the part nor did any of the other trucks. He arrived at 2:37 pm.

I was informed the part would be picked up the following morning from the "parts store" probably around 9 am and routed to a service person who would complete repair the morning of 7/3. During my follow up call at about 9:30 am on 7/3, the agent advised the part would be available at about 1 pm and installed in the afternoon. At 12:42 pm, Summers called an said the repair person went home sick, and offered no other service for that day. During the call, the representative guaranteed installation on 7/4 ("she did acknowledge the repair would occur on the Holiday") anywhere from 11 am to noon. Again, she guaranteed no later than noon.

On 7/4, I called at about 10:42 am to confirm the repair and times especially since I have party preparations to make for people, including those above 90 years in age. No reply or confirmation was made. I called again at noon. The answering service lady, Carry (sp?), took my information again. It was not until 12:05 pm did I get a call from the company stating the repair would be done (i.e. we will see) later in the day. Why this call was not received as a follow up to my 10:42 am call leaves me in wonder?

It is now about 12:42 pm, and no repairperson has arrived.

The temperature during this week exceeded 90F for most days, and remained very hot at night. This heat was stressful and unhealthy for all four (4) family members as well as the family dog and cat.

As a result, my daughter developed a fever over 100F due to the excess heat on the evening of 7/3. We went to a hotel at a value of $146.00 before taxes. Her fever went down after being in the hotel. A good outcome.

I also have extensive amount of food that was purchased for my party later today that will go to waste if I have to cancel the party. (The food was purchased based on the Company's representation that the work would be done.)

This information is being based along to the manufacturer ([redacted]) and the [redacted] Distributor ([redacted]. Neither of these two (2) companies answered their phone today.Desired Settlement: Finish the Job

Refund

Compensation for the hotel ($146.00 + $14.60 Tax)

Compensation for the food ($approximately $280.00) if I have to cancel the party. Remember people over 90 years old do not do well in excessive heat.

Business

Response:

Dear [redacted], This is in response to your complaint filed with the Revdex.com on 7/4/2014 about the repair needed to fix your air conditioning system. The part that failed is known to be a part that does typically last the lifetime of the furnace and is not a common repair. That is why we don't stock them on the truck. We do strive to get all repairs completed in a timely fashion. Unfortunately, in the case of your repair, several things came into alignment that caused this not to happen. These being the weather, as hot as it was, and one of our technicians having to leave early causing more work added to others. When this happens we all pull together to try to get all of the work completed. Sometimes, there is just not enough time in the day to allow this to happen and your repair had to be rolled over to the next day. When repairs or service calls are scheduled we try our best to allow enough time for repairs and travel time. This is a guessing game at best. Unfortunately, again, you were on the bad side of luck; meaning the repair that was scheduled before you took and extreme amount of time. We were able, though, to complete your repair and get your system cooling again without any additional charges.