Sunshine Plumbing Heating Air LLC

We contacted this customer by email and phone times with no response to collect the balance of our paymentWe filed an "intent to lien" as is our standard process after THREE attempts to collect without responseAfter the "intent" was filed, we still did not hear from the customerWe have already refunded the client 1/of the amount as agreedWe feel that we gave this customer every opportunity to pay her bill and she ignored multiple touches in our correspondence I am unclear on why the customer is requesting the additional lien funds as we had agreed to pay half and we have done soWe will be happy to refund the sunshine club fee immediately

Please note that we have no record of receiving this complaint days agoIf you did send, please forward a receipt of your email As per our attached records, we have serviced this same air conditioning system times since It is our policy to offer a replacement after repairs as it usually means the equipment is at the end of its life span and continuing to repair is not in the best interest of the customerThe typical lifespan of an air conditioner is 11+ years.As per our recorded calls, we advised the customer of our $diagnostic charge which was agreed verbally and signed for on our work order.The customer has stopped payment on his check so there is no refund due DateSourceAttached ByFile6/24/[redacted] 6/24/[redacted] EstimatesCreated OnTotalStatusSold By6/24/2017$6,771.00Open9/6/2014$0.00Open7/14/2014$0.00Sold [redacted] ***7/12/2014$783.03Sold [redacted] ***JobsBusiness UnitScheduledTypeTotalTechniciansPriorityStatusSunshine SERVICE6/24/2017AC Repairs$[redacted] NormalCompletedHVAC8/17/2016AC Repairs$0.00NormalCanceledHVAC9/6/2014AC Repairs$[redacted] NormalCompletedHVAC8/26/2014AC Repairs$[redacted] NormalCanceledSunshine Plumbing, Heating, Air7/14/2014AC Repairs$[redacted] ***NormalCompletedCallsDateTimeAgentDurationStatusDirection6/23/201712:PM0m 37sCompletedInbound6/16/20172:PM [redacted] 1m 48sCompletedInbound8/14/201611:AM1m 39sCompletedInbound8/11/20169:AM [redacted]

Initial Business Response / [redacted] (1000, 6, 2015/12/10) */ We asked the customer to move her routine maintenance appointment on the coldest day of the year thus farWe had young families and elderly customers with NO heat that ALWAYS take priority over maintenanceWe are sad for this customer who cannot understand that if it were her family in need, we would have put her in the priority appointment lane as wellAll we asked was to move the appointment to another dayWe will continue to uphold our practice of moving maintenance appointments for families with no heatThis is part of our core values at SunshineIf customers cannot understand this, they should probably find another service company devoid of empathy We have issued a refund to this customer this week when our bookkeeper cut the weekly checks Initial Consumer Rebuttal / [redacted] (2000, 8, 2015/12/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) This response has nothing to do with my complaintAll I wanted a call back and communication from the company I am very satisfied with the work that Revdex.com has done on this case, thank you very muchI received a refund check in today's mail, but never any response from this company, other than today's check, which was a result of the Revdex.com getting involvedIf Revdex.com hadn't been involved, I suspect I would never have gotten reimbursed, or any response from this vendorI give this company an "F" gradeI hope you can apply that to their rating Thanks again for your valuable assistance in this matter

Complaint: [redacted] I am rejecting this response because:While Sunshine did call my home number, we did not get the messages, as we were out of town for two months When the mechanic's lien notice was forwarded to me by the person forwarding my mail while I was out of town, I was stunned, as I had no prior knowledge of a lien being filed When I called ***, a supervisor with Sunshine, right away, I asked her if she had my email address, and she said she did and rattled it off to me I then asked her WHY she had not also tried to get in touch with me via email, and she stated that it was "not company procedure." I was shocked that they were so quick to file a mechanic's lien (and it hadn't even been days) without even trying to contact me by email--which I would have gotten, as I had my laptop with me while I was out of town, It was only THEN that [redacted] said they would "split" the cost of the mechanics lien As the lien was set to take effect the next day, I felt I had no options at that time.Since I have gotten back in town, the unfairness and heavy-handedness of the situation has really bothered me I was happy with the installation, and [redacted] did a great job We were hopeful that this would be our plumber/HVAC company from now on But, the way the office handled payment was over the top My husband and I both have credit ratings in the high 700s, and we are not deadbeat people who dodge our financial obligations, but this company was quick to file the lien and did NOT use all forms of communication available to reach me They had my email and could have emailed me, and I would have acted immediately It seems they were awfully anxious and heavy-handed to file a mechanics lien without using all means of communication available They stated in their response that they did try to contact me via phone & email, but that is a straiglie! When I got back home, I did hear their messages on my answering machine, but they NEVER tried to contact me via my email.By the way, I called Sunshine times last to speak to either [redacted] , the estimator, and/or Susan, the owner, regarding this matter, and I was told that they were either "out" or not available I left messages, but no one returned my calls.Therefore, I believe that I should be refunded the other half of the mechanics lien as well as the "Sunshine Club", as I will not use this company again--not because [redacted] didn't do a good job, but because of the unfair and heavy-handed actions of their office personnel Sincerely, [redacted] ***

Initial Business Response /* (1000, 5, 2015/07/24) */
This problem was resolved and we have photos to prove this (attached) We told this client that we did not want her business as she was verbally abusive to every singe member of our staffShe used foul language with two of our employees and we
moved her to our "do not service" list due to her behaviorThe service manager refused to service this client due to her treatment of other staff membersIt is clearly stated in our internal policy manual that our staff deserves to be treated with respect or they may refuse service at their discretion
We have already processed a refund and we request that this client never contact our business or our staff againWe have 1000s of wonderful customers that have worked with us for years, and we will not tolerate our staff being abused in this way
Perhaps if this client were to refrain from using words such as *** *** *** peppered with letter adjectives, she would receive more respect from the service industry
Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have attempted to respond several times this eveningI cannot seem to get to a point where my response is acceptedI have several supporting documents that I would like to submit for reviewHowever, this intake area does not seem capable of uploading them before the page is timing out
Please let me know how I can provide my supporting evidence to the Revdex.com for consideration
My text response which had been included with prior submission attempts follows:
I do not accept their response
At this point, I am going to stick to the facts which are that I called Sunshine Plumbing to repair a leaking valve on a water line to a dishwasher, which is located under a kitchen sinkThey came out and replaced the under the sink pipes instead, and did not replace the (still) leaking valveI called them to come out again and do the needed repairAfter a supposed second visit, the leaking valve was still not repaired
It is clear from the picture that Sunshine Plumbing provided that this is not a new, replaced valve, but instead a picture of the old leaking valveThis can clearly be seen from the corrosion on the valve and surrounding pipe
Also, the refund that they have supposedly issued has not been posted to my credit card as of today, July 28,
My assertion is that they conducted an unnecessary repair on piping that was not leaking and charged me for that work
The Revdex.com system has rejected several attempts for me to upload my supporting evidence
The evidence that I have been able to include is as follows:
Picture of the leaking valve, for your comparison to the picture provided by Sunshine Plumbing
Picture of the pipe they removed and replaced
Picture of the piping they put in unnecessarily
Video of the old pipe not leaking
Picture of the new valve after placement by another plumbing company
If they have processed a refund, it has not posted to my account within the first two business days of the weekSince they did not provide any documentation or evidence, I cannot accept their word that they have refunded meFor me, a full refund (once seen on the credit card originally charged) will resolve this issue in terms of the Revdex.com process
Final Business Response /* (4000, 34, 2015/08/20) */
We have sent certified mail on 8/Is has not been picked up
Final Consumer Response /* (2000, 38, 2015/08/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received the refund check for the full amount charged

We have offered this client a solution previously and now he has been placed on the "do not service" list after his abusive and hostile treatment of our staffWe offered him a credit of 1/of the money that he paid us towards a new unit as at this point, his system is not repairableIt is an EPA
violation to charge a leaking system and we will not put our licenses in jeopardyOur repair lasted all of last season and since we did not use parts, only refrigerant that did not hold, he is not under warrantyWe made this offer as a courtesy, and nothing more. This customer also called the *** *** show "***" and their team investigated this entire situationThey found the client to be LYING and they felt we had done all we could do and in fact went above and beyondFeel free to reach out to them for their radio transcripts and notes of their investigation(we are not advertisers on ***, so this is an independent opinion)This customer went on the air live to tell all of Denver how Sunshine "ripped him off", which is not the case In addition, since ***'s team found no fault on Sunshine, he has taken to writing emails to our office to now "try to work things out" Due to this clients hostile and abusive treatment of our staff, we are refusing serviceWe have also contacted our attorney and will file a cease and desist and harassment claim if this does not stop immediately We are a fine, award winning, reputable company with 1000's of happy customers and we stand behind this decision. *** ***President, Sunshine Plumbing Heating Air

We have already made a generous offer to this client to resolve this issue and it was rejected. We are unwilling to offer any further concessions and this client remains on the "do not service" list.

Complaint: [redacted]
I am rejecting this response because: LOG OF EVENTS:---Friday, 9/16/16:  [redacted] (no relation) came to our house to give us an assessment and estimate on replacement of our furnace.  The estimate was $3,603.00.  We paid half ($1,801.50 via Visa credit card) of this amount to secure an installation date and start the work on Wednesday, 9/21.---Wednesday, 9/21/16:  [redacted] came to our house to install the new furnace, which he nearly completed by end of day.  Toward the end of the day, [redacted] informed us that our air conditioner would not work with our new Lennox furnace, and that we would need a new air conditioner as well.  We were surprised that we would need a new air conditioner in addition to a new furnace, as our existing air conditioner had been working very well.  [redacted] told us the price of the new air conditioner would be $1,800.00.---Thursday morning, 9/22/16:  We paid the remaining half ($1,801.50 via Visa credit card) on the furnace, for a total of $3,603.00.---Thursday, 9/22/16:  [redacted] came to our house to install the new air conditioner, which he completed by end of day.  When it came time to pay the cost of the air conditioner ($1,800.00), we told [redacted] that we would like to use the 12 months financing offered by Sunshine.  He said that the office would call us.---Friday, 9/23/16 through Tuesday morning, 9/27/16:  No calls from Sunshine regarding settlement of the bill for the air conditioner ($1,800.00).---Tuesday, 9/27/16:  About 11:15 AM, my husband & I left for the Western Slope.  This trip was NOT for a vacation as the person writing the latest Sunshine response assumed; it was because we had to take care of business—specifically, someone ran their car through the wall of a building that I own, and we had much work to do, which took a great deal of time to remedy the situation and repair the damage.  As a matter of fact, I got the call that someone had run their car through my building at the very time that [redacted] (Sunshine’s estimator) was literally standing in front of our furnace with my husband and me to give us an estimate.  It was shocking and upsetting, to say the least.While we were gone, we had a reliable person forward our mail about once a week, and we received NOTHING regarding an invoice or other correspondence from Sunshine until I received the notice of the mechanics lien on October 20 (which means that the lien was probably filed sometime during the first two weeks of October).  We had NOT received any emails or any calls on my cell phone from Sunshine.Naturally, I was alarmed and called Sunshine right away. I was told that I needed to talk to [redacted], and called her twice that day and left messages (12:36 PM & 4:52 PM), but my call was not returned.  On Thursday, October 21, I again called [redacted] at 8:37 AM.  I told her that the notice of mechanics lien was the first thing I had gotten from them (no call to my cell phone & no emails) and was surprised that they had not at least waited 30 days before taking such drastic action.  I also asked her if she had my email address, which she rattled off to me.  I then asked her WHY no one had tried to reach me by email, and she said that it was “not company policy”.  I was surprised that Sunshine would be so heavy-handed that they would file a mechanics lien rather than use every means possible to contact me.  At this juncture, she did offer that she would “split the cost of the lien” with me.As the lien was scheduled to take effect the next day, I felt I had little choice but to get it paid immediately, so that the lien would not go into effect.  (I paid $1,800.00 plus half the mechanics lien fee of $174.50, for a total of $1,974.50, on my Visa credit card.)By the way, on the “Notes log” which was attached to Sunshine’s last response, the dates don’t seem to jive or be in chronological sequence.  Also, on the “[redacted] emailed invoice” page, there is no typical email header, no date, and the title “[redacted] emailed invoice to [redacted]” appears to be typed in a different and smaller font than the font in the email.I believe that I should be refunded the half of the mechanics lien that I paid ($174.50) plus the Sunshine Club ($263.00), for a total of $437.50.
Sincerely,[redacted]

We contacted this customer by email and phone 6 times with no response to collect the balance of our payment. We filed an "intent to lien" as is our standard process after THREE attempts to collect without response. After the "intent" was filed, we still did not hear from the customer. We have...

already refunded the client 1/2 of the amount as agreed. We feel that we gave this customer every opportunity to pay her bill and she ignored multiple touches in our correspondence.  I am unclear on why the customer is requesting the additional lien funds as we had agreed to pay half and we have done so. We will be happy to refund the sunshine club fee immediately.

Complaint: [redacted]
I am rejecting this response because:While Sunshine did call my home number, we did not get the messages, as we were out of town for two months.  When the mechanic's lien notice was forwarded to me by the person forwarding my mail while I was out of town, I was stunned, as I had no prior knowledge of a lien being filed.  When I called [redacted], a supervisor with Sunshine, right away, I asked her if she had my email address, and she said she did and rattled it off to me.  I then asked her WHY she had not also tried to get in touch with me via email, and she stated that it was "not company procedure."  I was shocked that they were so quick to file a mechanic's lien (and it hadn't even been 30 days) without even trying to contact me by email--which I would have gotten, as I had my laptop with me while I was out of town,  It was only THEN that [redacted] said they would "split" the cost of the mechanics lien.  As the lien was set to take effect the next day, I felt I had no options at that time.Since I have gotten back in town, the unfairness and heavy-handedness of the situation has really bothered me.  I was happy with the installation, and [redacted] did a great job.  We were hopeful that this would be our plumber/HVAC company from now on.  But, the way the office handled payment was over the top.  My husband and I both have credit ratings in the high 700s, and we are not deadbeat people who dodge our financial obligations, but this company was quick to file the lien and did NOT use all forms of communication available to reach me.  They had my email and could have emailed me, and I would have acted immediately.  It seems they were awfully anxious and heavy-handed to file a mechanics lien without using all means of communication available.  They stated in their response that they did try to contact me via phone & email, but that is a straight-up lie!  When I got back home, I did hear their messages on my answering machine, but they NEVER tried to contact me via my email.By the way, I called Sunshine 5 times last to speak to either [redacted], the estimator, and/or Susan, the owner, regarding this matter, and I was told that they were either "out" or not available.  I left messages, but no one returned my calls.Therefore, I believe that I should be refunded the other half of the mechanics lien as well as the "Sunshine Club", as I will not use this company again--not because [redacted] didn't do a good job, but because of the unfair and heavy-handed actions of their office personnel.
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: This company has a 100% satisfaction gaurantee, and a 2 year parts and labor warranty. Neither of these policies have been honored in our transaction. The problem, as I see it, is that I would like the system further diagnosed, and a second opinion from a technician who is more proficient than [redacted] (the employee who has since been fired from the company). The solution that was presented by sunshine was to have the system replaced, and that is not in my budget. I am aware that sunshine is not able to come and just pit more refrigerant into the system, due to regulations, but I am also under the impression that there are some other options such as leak stop kits, and a dye pack that can be put into the system to potentially find the problem and mitigate it. In my opinion sunshine has not satisfied their 2 year warranty commitment, nor have they given me the satisfaction that I thought was included in their satisfaction gaurantee. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was never abusive to their staff. I was just asking for a more prompt response to the situation than they were initially offering since I felt that things were dragging along and I was not offered service that was satisfactory.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: TTh tapes of my conversation with these employees will show that I was frustrated, yet not abusive in any way. I hope the tapes are provided, and that would clear all of this up. I used NO profanity, and called no one names. I was frustrated because it had been weeks, and I wanted to have someone acknowledge that the ball had been dropped (granted by two employees who are no longer with the company), and someone to be willing to step in and get things rolling on a solution.  Las year when the work was performed, I had a conversation with [redacted], and had a hard time justifying the cost, and he assured me that the company had a 2 year warranty and he felt confident that the system would hold refrigerant. It did not, and the system did not hold for almost a year.   The warranty was the only reason I had the work done, and now I have a system that does not work. I don't feel like the system was assessed very well by [redacted].  I know you are continuing to not serve me as a customer, but would you be willing to issue a refund for the work that was done last year since it did not hold up, and I am not satisfied with it?   
Sincerely,
[redacted]

We have taped recording of this individual and his conversations with our staff. In addition, two staff members have filed an internal complaints about this customers behavior. We have done all that we were obligated to do, the repair and charging of the system lasted for close to a year. We continue to refuse to service this customer.

Please note that we have no record of receiving this complaint 14 days ago. If you did send, please forward a receipt of your email.  As per our attached records, we have serviced this same air conditioning system 6 times since 2014. It is our policy to offer a replacement after 3 repairs as it...

usually means the equipment is at the end of its life span and continuing to repair is not in the best interest of the customer. The typical lifespan of an air conditioner is 11+ years.As per our recorded calls, we advised the customer of our $102 diagnostic charge which was agreed verbally and signed for on our work order.The customer has stopped payment on his check so there is no refund due.  DateSourceAttached ByFile6/24/2017[redacted]  6/24/2017[redacted]  EstimatesCreated OnTotalStatusSold By6/24/2017$6,771.00Open9/6/2014$0.00Open7/14/2014$0.00Sold[redacted]7/12/2014$7...⇄ UnitScheduledTypeTotalTechniciansPriorityStatusSunshine SERVICE6/24/2017AC Repairs$0.00[redacted]NormalCompletedHVAC8/17/2016AC Repairs$0.00NormalCanceledHVAC9/6/2014AC Repairs$386.33[redacted]NormalCompletedHVAC8/26/2014AC Repairs$0.00[redacted]NormalCanceledSunshine Plumbing, Heating, Air7/14/2014AC Repairs$0.00[redacted]NormalCompletedCallsDateTimeAgentDurationStatusDirection6/...⇄ PM0m 37sCompletedInbound6/16/20172:16 PM[redacted]1m 48sCompletedInbound8/14/201611:46 AM1m 39sCompletedInbound8/11/20169:21 AM[redacted]

Initial Business Response /* (1000, 6, 2015/12/10) */
We asked the customer to move her routine maintenance appointment on the coldest day of the year thus far. We had young families and elderly customers with NO heat that ALWAYS take priority over maintenance. We are sad for this customer who...

cannot understand that if it were her family in need, we would have put her in the priority appointment lane as well. All we asked was to move the appointment to another day. We will continue to uphold our practice of moving maintenance appointments for families with no heat. This is part of our core values at Sunshine. If customers cannot understand this, they should probably find another service company devoid of empathy.
We have issued a refund to this customer this week when our bookkeeper cut the weekly checks.
Initial Consumer Rebuttal /* (2000, 8, 2015/12/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
This response has nothing to do with my complaint. All I wanted a call back and communication from the company.
I am very satisfied with the work that Revdex.com has done on this case, thank you very much. I received a refund check in today's mail, but never any response from this company, other than today's check, which was a result of the Revdex.com getting involved. If Revdex.com hadn't been involved, I suspect I would never have gotten reimbursed, or any response from this vendor. I give this company an "F" grade. I hope you can apply that to their rating.
Thanks again for your valuable assistance in this matter.

Please see the attached correspondence log. We sent this customer the open invoice via email on 9/16 and again on 9/21 all showing open balances. It clearly states that the balance is due upon receipt.  As per the direction of our lien provider, we followed protocol with the numerous logged phone messages and also send a "warning notice" to give the client ample time to respond prior to actually filing the lien. Attached please find the detailed records of our attempt to contact this customer and resolve the open balance. I am sorry that we did not know that this client was going on a two month vacation without access to mail, perhaps this should have been settled prior to embarking on such a long journey.