Superior Heating & Air Conditioning

Review: Superior Heating & Air Conditioning Co., Inc purchased Young's Heat Service & AC Inc. one to two months after I purchased a Pre-Paid service agreement from Young's. In February 2016 I paid $179 for the plan, which states "We agree to provide you with qualified service technician to inspect your air conditioning and heating equipment performed twice a year spring/fall. In the agreement I am to receive inspection, cleaning, and preventive maintenance and their is a list of all that will be done. Soon after purchase I received a letter from Young's Heat Service & AC Inc., which is on their letter head explaining that they had contracted Superior Heating & Air Conditioning to take care of all of their agreements.

As stated above, my agreement included maintenance for the spring and fall, so when I had not heard from Superior by mid May, I called them. The receptionist stated that they had a large number to get to, but they had my contract and would contact me soon. At he end of July when I still had not received services I called on July 29, 2016 and requested a refund because they had skipped the entire spring maintenance, and soon summer would be over. The receptionist said that I would not get a refund, and this time the excuse for not getting to me was that they were taking care of customers who had a problem first. My response was that I do have a problem, but I thought it would be found during the inspection and maintenance, but spring is gone, and most of summer, so I just want a refund. She replied, "You won't get a refund." She also said I could call the Young's, but she would not give me contact information for them. She claimed all she knew was they lived in [redacted]Desired Settlement: Since absolutely no service at all has been received I want all of my money refunded. $179.00 I do not trust the company to come into my home and do the job correctly after having to involve the Revdex.com.

Business

Response:

Superior Heating & Air Conditioning Co, Purchased Young's Heat Service April 21st, 2016. Young's Heat service had around 125 prepaid service contracts. Superior Heating was not paid for these contracts through the transaction of sale. We are honoring the contracts to customers who purchased them however. We were contacted from xxxxxx on 5/31/2016 we told her we had her in in our system to do. ( customer never said they had a problem with system). However with the conditions this year with extreme heat we were concentrating on customers who had no cooling at all. After speaking with xxxxx on 7/29/2016 we told her we would be glad to come out and do service they did not want us to come. Superior will be glad to perform service on system in fall 2016 and spring 2017 at no charge to customer. Thank You [redacted]SUPERIOR HEATING & AIR CONDITIONING

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I do not trust the business to come into my home, and do what is required in the inspection, due to the broken customer/service provider relationship. They could possibly damage equipment purposely, and claim needed repairs that I have no knowledge of. With the amount of time that has passed I am tired of excuses. I never received what I paid for. I will now have to find someone else to service my equipment, and I want my money back. If Superior agreed to honor the contracts, then they had a duty to do so, and they have breached that duty. Trust, faith, and promise has been broken.

Regards,

Review: Superior, Inc installed a gas fireplace insert. Superior,Inc. routed the gas line through a chimney that was being reserved for the use of a woodstove. This problem was discovered by a local chimney repair contractor in 2013. Superior was notified of this problem and they came and routed the line through the firebox of the fireplace that they had installed the fireplace insert. They continued to provide me with service to the fireplace insert when needed. Upon learning that the repair that they had provided did not conform to the current building codes as the building permit stated and was posted at the site when Superior, Inc came to repair the problem., I notified Superior, Inc. When I did not get a response, I sought legal advice from an attorney. A letter was sent to Superior,Inc by the attorney. The owner called me in May, 2013, came to my home and informed me verbally that he would repair the chimney. He did not follow through after learning the cost of the repair of the chimneyDesired Settlement: I would like Superior,Inc to pay the cost to repair the chimney to meet current building codes.

Business

Response:

Superior, Inc. Installed gas insert on October 24 2003. [redacted] T/A Superior Heating and Air Conditioning Co. was called to home on February 5, 2013 in reference to gas line. Superior repaired gas line at homeowner's request on February 19, 2013 at no cost to homeowner. We receive letter from attorney on April 30 2013, requesting [redacted] T/A Superior Heating and Air Conditioning pay for a liner for chimney. Our attorney then wrote letter stating: [redacted] Acquired the assets of Superior Heating And Air Conditioning, Inc. in a sale February 29,2008 We did not assume any liabilities of Superior Heating And Air Conditioning Inc. Since then we have not serviced or heard from homeowner until December 15th 2014 wanting inspection of insert and parts before the gas company would fill the tank. We told homeowner we could not perform service or parts due to legal matters that accrued,previously. Out of Kindness We did not charge homeowner for repair of gas line on February 19 2013. No verbal agreement was said to replace chimney liner No contact with homeowner until December 15 2014.Thank You [redacted]

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The Building Permit that was posted at my home and pointed out to Superior, Inc when they arrived in February, 2013 noted the permit was for rebuilding chimney and reinstalling gas fireplace to 2009 building codes. The service that Superior, Inc provided included the removal of the fireplace insert from the firebox. This removal included the detachment of the gas line and the inlet and exhaust gas chimney liners of the direct vent fireplace insert. The entire unit was removed from the firebox and placed on the living room floor. The gas line was redirected to the rear of the firebox. The holes that were left in the firebox and the chimney exterior were patched with a concrete-type mixture. Once the fireplace insert was reinstalled, the technicians checked it to see if it was functioning. The fireplace insert functioned well except the blower was slow to start. I was informed to call them if the problem continued or worsen. The blower continued to malfunction and Superior, Inc was called. They replaced the blower on March 8, 2013. I went by the office and paid the bill on March 15, 2013. Communication was made regarding the replacement of the chimney liner that had been damaged. On March 27, 2013 I was told that Superior, Inc. could reline the damaged chimney with a metal liner. Superior, Inc came to my home and measured the chimney for a metal liner. It was determined that the metal liner needed could not be inserted in the chimney at that time. I did not hear from Superior, Inc. after this contact regarding how I would be compensated for damages. On April 10, 2013 I was notified by the building Inspectors office that the chimney was not repaired correctly. My attorney was notified, and a letter was forwarded to Superior, Inc by my attorney. I received a call from Superior, Inc. on May 9, 2013 and the person who reported he was the owner, came to my home the following week and reported he would fix the chimney and to forward the estimates. On May 24 and 29, 2013 these estimates were faxed to Superior, Inc. Shortly thereafter, I was told by the owner that they would not pay for the repairs.

The fireplace insert has needed no further repairs since then. Superior, Inc is listed as the manufacturer's only authorized dealer in this town and their other Authorized dealer is approximately an 80 mile roundtrip distance for service and parts. In November, 2014 I notified the manufacturer of the insert and told them of my situation. They informed me to contact the local authorized dealer for the part that I needed. On December 10, 2014 I called Superior,Inc for the part that was needed. I only wanted to purchase the part needed. I was told on December 11, 2014 they would not sell me a part or perform any service. The manufacturer of the fireplace insert was notified.

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Regards,

Business

Response:

Superior has called and no answering machine, emailed consumer to provide us model and serial numbers so we can order here parts for the insert.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Although I thank Superior, Inc. for their offer to sell me a part after Revdex.com's intervention as noted in Superior, Inc.'s email sent to me on 12/30/2014, I do not accept this response as a recsolution to my complaint. My response is based on the fact that1. My original complaint was that Superior, Inc. passed a gas line through a chimney which was reserved for a wood burning stove, and that when this was discovered in 2013 they did not repair my chimney to current local building codes as instructed in the building permit that I posted and they read before the repair started in Feb, 2013.2. In addition, my complaint is that Superior, Inc. reported that I was not complaining about the work they did in Feb. 2013 when they attempted to correct the damage they had done to my chimney during the original installation of a fireplace insert in 2003. I did, and am complaining about the work they performed on my chimney in February 2013, because when they came to my home in Feb. 2013, they patched the inside of the firebox and exterior chimneywith a cement type mixture and did not fix the holes they had drilled in the chimney liner that runs parallel to the firebox that houses the gas fireplace insert. After they removed the gas fireplace insert and placed it on the living room floor, they patched the hole that they drilled in 2003 and then rerouted the gas line to the rear of the firebox. Then they reinstalled the fireplace insert into a firebox that was not repaired according to local building codes which was clearly stated and made available to them before the repair was started. The firebox now is not protected from the chimney that was reserved for a wood burning stove. The repair work that Superior, Inc. did in Feb. 2013 did not pass inspection by the local building inspector.3. Superior, Inc. claims that they are not responsible for the original work that was done in 2003 because the ownership of the company changed and that the current owner did not assume the liabilities of the previous company. It is my opinion, that the current problem started in Feb. 2013 at the time when Superior, Inc. responded to my request to repair the damage to my chimney to current building codes as stated in the Building Permit. If Superior, Inc. did not want to do the work that I requested, then it was their responsibility to state so and not start the work after reading what I expected from them.4. Superior, Inc. claims that they never reinstalled the fireplace itself, when in fact they did reinstall the fireplace insert twice. Once, when they rerouted the gas line in Feb, 2013 and then again when they removed it from the firebox and reinstalled it in March, 2013 in order to replace a part that is located in the rear of the unit.5. If, in Feb. 2013, I had not taken the necessary safety precautions before starting up a wood stove in the chimney they placed a gas line in, the results would have been deadly. It is my understanding, based on information that has been shared with me via this complaint, that Superior, Inc.'s job performance at my home has made me a liability to the current owner of Superior, Inc., and that the cost to repair all damages that Superior Inc., inflicted upon my home now rests entirely on me; even though the individuals who were involved in damaging my chimney liner in 2003 were among the same individuals who attempted to repair the damage in 2013. This attempt, as noted, did not meet current building codes and subsequently failed inspection by the Department of Building Inspections.

Regards,

Business

Response:

Superior response to statements 1-5Answers1- In 2013 a chimney repair company found the gas line had been installed incorrectly thru chimney liner by previous owner. superior was notified. Inspection dept failed chimney inspection from work in 2003.2-On Feburary, 19 2013 Superior pulled existing fireplace insert out and rerouted gas line for insert-reinstalled insert and sealed holes where original gas line went thru chimney to bring up to code. This was done at no charge to customer. Insert was left in working order. Inspector failed existing chimney liner not work performed in 2013.3-The holes were patched with cement where we removed original gas line. Customer requested the we remove gas line from chimney-which superior did. Superior never told customer that it would replace chimney liner form original installation date back to 2003. Superior was sold in Feb 2008 and new owner is not responsible for any liabilities that occurred before this date. The gas line was rerouted for customer by superior as a courtesy and did not have to assume this responsibility.4- The fireplace insert has to be slid out of opening to reroute gas line and put back in opening after work was performed. The insert was slid out in March 2013 to replace bad blower motor and put back in opening.5- Superior with deep regrets made the decision to discontinue work for this customer as we feel we cannot satisfy this customer.

Consumer

Response:

I will fax my response