Superior Energy Services

12/29/14To Whom It May Concern:This is in response to the complaint ID # [redacted] .Superior Energy did replace the blower motor on 06/12/in accordance to the manufacturer specificationsCustomer called and stated the information in the complaint and was asked to fax over the receipt from the other contactorAt that point she tried to describe the problem and from the description she was informed that the blower motor is part of the high voltage circuitry and that the high voltage does not run through or anywhere near the thermostatIn fact; the control board in the furnace would have been the first device shorted if anything was improperly wired in the high voltage circuitryAnd that there would have been an immediate problem if the high voltage comes in contact with anything in the low voltage side; also that the problem she was describing does not sound like something that could happenShe did also inform me that they themselves replaced the thermostat before calling SilaWhen we received the faxed documentation the handwriting from Sila heating and Air conditioning was unreadableWe spoke to [redacted] and requested that a legible description of what was found and what was repairedWe received a typed letter from [redacted] / [redacted] of the description from thc Sila Technician from the invoiceIt is a layman’s description only that states thcre was a short to the common, but does not stat what was repairedAlso the description docs not indicate the technical aspect of how the technician determined that the high voltage connections of the blower motor came in contact with the low voltage common and only had the problem when switched to heatingThe high and low speeds for heating or cooling mode both share the same commonIf the board was wired incorrectly the short would have occurred when the technician started the unit after installing the blower motor.Superior Energy will stand behind all work performed by their techniciansHowever in this case the information described and provided is inconclusive to find fault in Superior Energy’s technician or workmanshipIn fact; the evidence leans towards the customer creating a short when they tried to change the thermostat themselves.Our reputation and our rating with Revdex.com is very important to Superior Energy, so if there is any new documentation concerning this matter fax it over immediately for further review to resolve this matter.Sincerely,Superior Energy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
We are not satisfied with the responseWe reached out to sila for a more technical explanationHowever since the work was done so long ago they cannot provide more technical infoWe may have been able to provide this if our calls we're ever returned when we initially logged the complaint with the companyInstead, our calls were ignored.
The previously provided document from sila will have to suffice.
To restate the issueThe associate from Superior rewired the unit incorrectly causing a short when attempting to turn on the heatWhen sila corrected this, they did not have to re wire the thermostatThey only had to rewire the unit to get the heat to engage.
We believe it to be unreasonable to request more details from sila months after the repair when superior energy would not even return our calls or faxes around the service dateHad superior returned our calls in a timely manor and requested the detailed information, the service tech may have remembered the work and been able to provide this detailPlease reference the above attached email from sila and the previously provided information.
Regards,
*** and *** ***

To whom it may Concern -This is in response to complaint # ***,Superior Energy did receive a dispatch from *** to service the unit at *** ***'s residence*** ***'s home warranty company did not deem the problem to be an expedited call (because the oil could just be turned off) and under
the contract we have hours to provide service, Superior Energy did service the unit and when the technician left the unit was working properly with no leaks.*** *** makes a point to say that he was very upset that Superior Energy did not reach out to him until the eveningThe technician that provided the service was at his son's soccer practice and called him once he received the message, We appreciate the fact the he admitted that he escalated the callHe was told that he would be one of the first appointments in the morning and that's when the trouble startedBefore the technician could tell him that it could be possible to service him that night, (after dropping his son off at scour practice and picking up a truck), he threaleried to ruin Superior Energy through social media and any other means that he could; thus why we are responding to this right now, We called into the warranty company to explain the situation, and for them to call *** *** and offer for us to come out the same eveningThe warranty representative also got into an argument with *** *** and he refused our service, Superior Energy did feel that based on the call with *** ***'s, that it would he in the best interest not to go back to the property for the safety of the technician that was out there or another employee,Thc $100,deductible is a fee that is not Superior Energy's to give backThe homeowner is responsible to for the first $for his repairIf he did not pay Superior Energy, then he would have to pay the following company, or be billed by HSA.We are very sorry that *** *** did not feel he had a great experience with us.Sincerely,Superior Energy

To whom it may Concern -This is in response to complaint # [redacted],Superior Energy did receive a dispatch from [redacted] to service the unit at [redacted]'s residence. [redacted]'s home warranty company did not deem the problem to be an expedited call (because the oil could just be turned off) and under...

the contract we have 48 hours to provide service, Superior Energy did service the unit and when the technician left the unit was working properly with no leaks.[redacted] makes a point to say that he was very upset that Superior Energy did not reach out to him until the evening. The technician that provided the service was at his son's soccer practice and called him once he received the message, We appreciate the fact the he admitted that he escalated the call. He was told that he would be one of the first appointments in the morning and that's when the trouble started. Before the technician could tell him that it could be possible to service him that night, (after dropping his son off at scour practice and picking up a truck), he threaleried to ruin Superior Energy through social media and any other means that he could; thus why we are responding to this right now, We called into the warranty company to explain the situation, and for them to call [redacted] and offer for us to come out the same evening. The warranty representative also got into an argument with [redacted] and he refused our service, Superior Energy did feel that based on the call with [redacted]'s, that it would he in the best interest not to go back to the property for the safety of the technician that was out there or another employee,Thc $100,00 deductible is a fee that is not Superior Energy's to give back. The homeowner is responsible to for the first $100.00 for his repair. If he did not pay Superior Energy, then he would have to pay the following company, or be billed by HSA.We are very sorry that [redacted] did not feel he had a great experience with us.Sincerely,Superior Energy

02/23/15
To Whom It May Concern:
In response to complaint ID # [redacted],
The technician that serviced [redacted] was out sick the week he was calling for the update on the heating system. The technician has since spoke to [redacted] and explained what he...

did while he was at his property; and will be available for any further questions he has.Sincerely,Superior Energy

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is somewhat satisfactory to me. When I was calling for a week to get in touch with the technician, Superior Energy's customer service reps kept telling me that the technician was very busy attending to other service calls. But when the technician finally called me back after me filing a complaint with Revdex.com, he claimed that he was sick all week. That's not a very convincing excuse, is it? But I am glad he finally called.
Regards,
[redacted]

12/29/14To Whom It May Concern:This is in response to the complaint ID # [redacted].Superior Energy did replace the blower motor on 06/12/2014 in accordance to the manufacturer specifications. Customer called and stated the information in the complaint and was asked to fax over the receipt...

from the other contactor. At that point she tried to describe the problem and from the description she was informed that the blower motor is part of the high voltage circuitry and that the high voltage does not run through or anywhere near the thermostat. In fact; the control board in the furnace would have been the first device shorted if anything was improperly wired in the high voltage circuitry. And that there would have been an immediate problem if the high voltage comes in contact with anything in the low voltage side; also that the problem she was describing does not sound like something that could happen. She did also inform me that they themselves replaced the thermostat before calling SilaWhen we received the faxed documentation the handwriting from Sila heating and Air conditioning was unreadable. We spoke to [redacted] and requested that a legible description of what was found and what was repaired. We received a typed letter from [redacted] of the description from thc Sila Technician from the invoice. It is a layman’s description only that states thcre was a short to the common, but does not stat what was repaired. Also the description docs not indicate the technical aspect of how the technician determined that the high voltage connections of the blower motor came in contact with the low voltage common and only had the problem when switched to heating. The high and low speeds for heating or cooling mode both share the same common. If the board was wired incorrectly the short would have occurred when the technician started the unit after installing the blower motor.Superior Energy will stand behind all work performed by their technicians. However in this case the information described and provided is inconclusive to find fault in Superior Energy’s technician or workmanship. In fact; the evidence leans towards the customer creating a short when they tried to change the thermostat themselves.Our reputation and our rating with Revdex.com is very important to Superior Energy, so if there is any new documentation concerning this matter fax it over immediately for further review to resolve this matter.Sincerely,Superior Energy

To Whom It May Concern:In response to complaint ID# [redacted],Superior Energy is trying to understand the problem. However as Stated in the previous letter and on previous conversations with the homeowner; without proper, legible, and technical documentation from Sila stating how exactly a miswired blower motor blew out a common - we cannot submit payment on this complaint. Please request from Sila how exactly they came to conclusion that a miswired motor (on the high voltage circulatory) caused a short to the low voltage common. Do they happen to have pictures of what they are claimingwe did incorrectly? What did Sila repair?If one of our technicians went out on a job and they found a wire broke or in this case found something that was not wired correctly; there would be proper documentation indicating the cause and what was repaired or replaced. For example, the Y wire was broken at thermostat causing outdoor unit not to start. Then concluding with what the repair entailed.Please send over the requested technical invoice from Sila that states exactly what was miswired along with what was repaired so we can look into this further and resolve this matter.Sincerely.Superior Energy

Review: Superior Energy was contracted by our home warranty company to assist in a problem with our HVAC interior unit. The blower was replaced. When Superior Energy, LLC rewired the system, they did it incorrectly causing a short when we turned on the heat. The short blew out the thermostat, breaking it. We hired another HVAC company to fix the heater when they discovered that Superior Energy's work had been done incorrectly, causing the shortage.

Calls to the company's business line (###-###-####), as well as to the owner's cell phone (###-###-####), have been ignored. We have faxed over letters and supporting documents requesting a refund to their fax number (###-###-####) twice without response. First confirmed fax was sent November 4, 2014 and the second confirmed fax was sent November 24, 2014.Desired Settlement: We would like a refund of $213.99 ($189.00 for the work done to fix Superior Energy's work + $24.98 for the replacement thermostat).

Business

Response:

Please see attached response.

Business

Response:

Please see attached response.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

We are not satisfied with the response. We reached out to sila for a more technical explanation. However since the work was done so long ago they cannot provide more technical info. We may have been able to provide this if our calls we're ever returned when we initially logged the complaint with the company. Instead, our calls were ignored.