TRG Account Service

I am responding in regards to ID# [redacted] The history of customer is as follows, we received a dispatch from her warranty companyThe Technician's diagnosis determined the furnace was unsafe and needed replaced.We must follow procedures set out by her warranty company when submitting a claim Customer was contacted when her claim was approved for her furnace replacementCustomer canceled her furnace replacement due to lack of financial resources for the uncovered charges of 1,590.00.The following week customer called stating she was able to obtain 1,When the Installers arrived for the installation of the furnaceThe basement was in a very unsanitary condition, littered with dog feces, overwhelming smell of ammonia from dog urineCustomer was contacted and notified that the basement had to be cleaned before Installers could replace furnaceCustomer notified us that the basement was cleanedWe installed the furnaceAfter the installation of the furnace customer stated to our installers she was very pleased with the installation of her furnace and staffCustomer requested a survey be sent to her.Unfortunately, the time lapse was due to customer canceling the furnace installation due to lack of financial resources, which delayed the shipping of the furnace from her warranty companyScheduling conflicts on customers and ours, original call for heating which was October 20, (Customer was a no show)We were able to reschedule original call for November 3, Furnace was installed November 30,

March 30, 2016Dear Ms [redacted] I am truly sorry for your dissatisfaction in our companyWe strive to accommodate and service our customers in a timely fashion, especially ones within our communityWe are only one of many vendors that would service heating problems that are called into [redacted] They would be able to provide you with other options if you were not satisfied with our time line.Let me explain the protocol when you call a claim into [redacted] [redacted] assigned us to your claimThey do not know our schedule so they should not promise you that we will be out in a half hourWe will call you within a short time and schedule a time to come outWhen you called, it was after hoursMeaning, the office is not in, an answering service will text the technician on callThere is one man to handle emergency calls after business hoursHe was very busy and addressed his calls in the order in which they came inHe did call you two times over the weekend and the office called you on Monday morning with no response.I understand it was one of the coldest days of the year and you needed prompt serviceI have talked to my technicians and made them aware of the fact that the customer should have at least been notified as to where you were in the line of callsAgain, I am sorry that you were not satisfied with our service, or lack ofTo redeem ourselves, I would like to offer you an air conditioning checkup free of charge.Sincerely,Andy S***

July 3, 2017Revdex.comServing Western Pennsylvaniaholiday Drive, Suite 220Pittsburgh, PA 15220Letter date: 06/28/Dear [redacted] ,We have received your letter regarding the customer reaction to our response to a complaint launched against our businessThe ID number for the complaint is [redacted] Our response can be found below.Salego Heating and Air Conditioning and AHS have enjoyed a confident, ongoing business relationship for the last yearsWe continue to service AHS customers in the Pittsburgh and surrounding areasWe have received a Star Service Award for our service to the company.As we continue to receive service calls from AHS, Denise S [redacted] on July 3, 2017, confirmed with AHS that indeed we are an active vendorAs stated in the previous response, it has been reported on June 11, that an AHS supervisor spoke to the home owner and advised a refund of the deductible would not be providedThe deductible is for a trip charge and diagnosis which was fulfilled by SalegoThe technician returned to install a new board into the home owner's systemThe amount due for the part itself and the installation exceeds that of a $deductibleOnce the technician receives information that the unit has been fixed by either the homeowner or another company, Salego cannot be responsible for new repairs performed by people other than Salego Staff as per our policy.Sincerely, Andy S***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The technician tried to contact me about hours after the incident occured I would like to know why I was told the technician would arrive in minutes to an hour starting around 12am all the way until 4am after calling several times and he never showed It was very cold and dangerous for my year old and I am expecting, so they put us in jeopardy I would like a formal apology and explanation of why we were promised service within minutes to an hour and never recieved it Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Salego Heating did not fix my air conditioner, they actually created more problemsAfter 3-weeks, I decided to fix it myself because the outside temperature was 90-degreesSince I was forced to fix the issue myself, I want my deductible back, or at least a negative review/complaint on Revdex.comMatt, the technician from Salego lied multiple timesI told Salego that I wanted to talk to a supervisor and I wanted my money back, or I would be posting negative reviews and submitting a claim with Revdex.comSalego promised a supervisor would callThey never called - I gave them a week to contact me prior to submitting the Revdex.com complaint Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I contacted my HSA on 5/21/and the first appointment was on 5/30/2017, at which point in time, Salego Heating said they needed to order a part, which would take 3-days to arriveI called after 9-days and Salego Heating said they've "been too busy." They came to install the part on the following day (10-days after the first appointment, a full week longer than they promised) Friday, 6/9/I returned home from work that afternoon to find that the AC was not workingI called immediately to catch them before the business was closed, and I was patched through to Matt, the on-call technicianMatt said he was too busy to come Friday night, he told me the on-call tech scheduled for Saturday was too busy, but he could come on a weekday the following weekI told Matt that I had waited 10-days since they first came and nearly 3-weeks since I originally requested service through my HSA: this was too long to wait since it is 90-degrees outsideInitially, Matt said both the AC unit and the furnace may have been damaged in a single electrical surge, but then said that wasn't possible because the technician who had serviced my AC that day knows what he is doing and would not have left without checking that the AC was runningThis was only a few hours prior to my returning from work: not only was the AC not wired correctly to the furnace, but also the thermostat control was not wired correctly to the furnace either! I have identical AC units and identical Furnaces, the pictures I uploaded show the differences in the wiring: clearly Salego Heating wired the furnace incorrectlyThe way Salego Heating wired my thermostat, the fan system could not be turned "on," but only on "auto" so it only worked if the temperature was very high, and the AC was not wired at all correctly - it could not have turned on at allAdditionally, there was a blown 3amp fuse (purple blade fuse, such as from an auto shop) in the furnace that would have also prevented the AC from turning onI demanded Salego come fix this: I was not requesting off-hours work, but simply that they finish a job I requested nearly 3-weeks priorMatt said I would have to pay more, implying I had to pay that directly to himI called my HSA Home Warranty and they stated that this was very concerning, I should absolutely not pay extra, and they called Salego to demand that Matt come fix the AC the following dayMatt called me back and stated that he was told to give me an "ETA" (estimated time of arrival)Matt said he would arrive Saturday (the next day) between and amIt turns out, despite Matt telling me he was not the on-call technicain for Saturday, he had lied: he was the on call for SaturdayMatt never showed up, I called Salego Heating times, they always have a third-party operator who can never answer questions about the company, so it is terrible customer service, but each time the operator said she sent Matt an urgent message stating to call my cell phone immediatelyThe following day (Sunday), I decided to see if I could fix the FurnaceI noticed the power LED light was blinking in a pattern that indicated a "CODE 24" (I had to search online for this), which means a blown 3-amp fuseI used to restore Fender Electric Guitar Amplifiers from the 1960's, so I am very well versed in much more complex electronics, so I was able to identify the blown fuse and get a replacement at an auto shopThen I quickly looked at the manual for the furnace (sitting on top of the furnace), and I confirmed my suspicion: it was wired completely incorrectlyIt took only several minutes for me to fix the wiring, using the manual and comparing to the other furnace right next to itI called Salego to report I fixed the furnace and AC, and it was simply a matter of principal that I demand my home warranty deductible back because they did not fix my AC - I paid for nothing except hours of hassle! I told them if I did not have my money in my mailbox by the end of the week, I would report them to the Revdex.comMatt called me the following day and admitted he never came to my house, again, however, lying that he never scheduled to come to my house on SaturdaySalego is lying again when they imply that may I wasn't able to get Matt's calls on Saturday: he called me at least half-a-dozen times throughout this process without any problems AND he admitted he never attempted to come to the Saturday appointmentA supervisor from Salego was supposed to call me, which of course never happened, and I sent in my Revdex.com complaint when I never got my money backMy HSA Home Warranty told me they could not return my deductible because I paid it directly to Salego Heating: HSA has since implemented a way to pay online, and they told me they took Salego Heating off of their list of contractors Regards, [redacted]

Dear MsEdwards I have received notification of an unfavorable complaint filed against my businessThe complaint was submitted on 6//and was assigned an ID of [redacted] Please accept the following in rebuttal to the filed complaintWe are at the mercy of [redacted] (warranty company)They are in complete control as to whether a repaid is approved; not SalegoIn this particular instance, the failure was because of little or no maintenance of the unitOn June 2nd, Tech Dominick notates that the unit exhibited lack of maintenance and was improperly installedAnother complication is that the home Owner’s contract began on 5/28/which is the same day of the claimThis is a red flag to Warranty companiesThe fact that a claim is made the same day of the initiation of the plan leads to the conclusion of a pre-existing conditionThe insurance company will deny a claim when it is deemed the failure was prior to the start of contract.Please accept my condolences for the loss of your pet [redacted] makes the final decisions, not Salego Heating and Air ConditioningThe home owner's $deductible was returned in June of 2015.Regards,Salego heating and Air Conditioning

Dear [redacted] I am writing in regards to ID # [redacted] Salego Heating tried to contact Ms [redacted] on February 13th and also February 15th with no success We are a vendor of HSA, but not exclusively HSA could have given the customer a different vendor That was a very busy weekend, our technician on call moved on when he did not hear from her.Denise S*Salego Heating and Air Conditioning Inc [redacted]

May 18, 2017Revdex.comServing Western PennsylvaniaHoliday Drive, Suite 220Pittsburgh, PA 15220Letter date: 05/18/Dear *** ***,We have received your letter regarding a complaint launched against our businessThe ID number for the complaint is ***Our response can be
found below.Salego Heating and Air Conditioning is a paperless companyReceipts may be obtained by mail or email at home owner's requestRefrigerant is priced by the pound in addition to the price of a service callThe technician assigned to this call has been with the company for several years and is familiar with the rates and proceduresOur office staff courteously listened to the customer's concerns and made every attempt within their power to explain the situationThe explanation included the price per pound for refrigerant as well as relaying to the customer that they were not and would not be charged for the dye pack that had been put in the system for the future leak test as a discountWe can remove the freon and refund the home owner's money if they wishThe staff at Salego Heating and Air Conditioning makes every effort to meet their client's needs to the best of their ability.Thank-you,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

June 22, 2017Revdex.com Serving Western Pennsylvania holiday Drive, Suite Pittsburgh, PA 15220Letter date: 06/14/Dear *** ***,We have received your letter regarding a complaint launched against our businessThe ID number for the complaint is ***Our response can
be found below.The staff at Salego Heating and Air Conditioning provides the most accurate information they have available at the time of questionIn many cases there are three parties involved in call: the home owner, vendor, and warranty companyWhen all three involved parties communicate effectively then calls move swiftly and efficiently.According to our records the home owner's first dispatched appointment was on 05/30/and the required part was installed on 06/09/It was notated upon installation that the technician had cycled the unit and it was operating properly at the time of serviceThe home owner had contacted the tech on call that weekend and the tech reported per their conversation that the home owner felt the unit was incorrectly wired and had fixed the unit himselfUpon opening the office on Monday a written message was delivered from the weekend answering service stating in verbatim "Customer said that A/C was installed by Salego was wired completely incorrect and having issues with A/C since they moved in Yesterday a claim was placed and customer spoke with Matt who said he was coming; but did not Customer placed claim through HSA but wants fee refunded cause he was able to fix the ac issue himself" Upon the Salego office speaking with the tech and receiving this message; the office staff contacted HSA because indeed a new dispatch had been filed over the weekend for Salego to return Lisa (HSA representative) upon hearing the information said she was cancelling the current dispatch because the home owner had claimed to fix the unit and to alert them if the question of the fee was revisited. When services are requested after regular business hours by customers with home warranties, it is the policy for the tech on call to contact the customerThe techs cell numbers do not register on caller ID and sometimes customers do not pick up when they do not recognize the numberThe tech then will refer the home owner to contact their warranty company for approval of work outside of the regular business hours If the warranty company approves then they will send the tech an updated dispatch reflecting the change in statusIf the warranty company feels it can wait for regular business hours then the Salego office will contact the home owner on the next business day for an appointmentThe office recently spoke with *** (HSA representative) and he relayed that on 06/11/an HSA supervisor had spoken to the home owner and the fee would not be returned.Thank YouAndy S***

I am responding to reference number Revdex.com # ***.In regards to the complaint received, we had performed a service call at his residence from a dispatch we had been assigned from his home warranty company, Home Services of AmericaWe will mark her account as paid and will inform the Home Warranty
that the deductible is no longer an issueSincerely, *** *** Owner, Salego Heating and Air Conditioning Inc

March 30, 2016Dear Ms. [redacted]I am truly sorry for your dissatisfaction in our company. We strive to accommodate and service our customers in a timely fashion, especially ones within our community. We are only one of many vendors that would service heating problems that are called into [redacted]. They would be able to provide you with other options if you were not satisfied with our time line.Let me explain the protocol when you call a claim into [redacted] assigned us to your claim. They do not know our schedule so they should not promise you that we will be out in a half hour. We will call you within a short time and schedule a time to come out. When you called, it was after hours. Meaning, the office is not in, an answering service will text the technician on call. There is one man to handle emergency calls after normal business hours. He was very busy and addressed his calls in the order in which they came in. He did call you two times over the weekend and the office called you on Monday morning with no response.I understand it was one of the coldest days of the year and you needed prompt service. I have talked to my technicians and made them aware of the fact that the customer should have at least been notified as to where you were in the line of calls. Again, I am sorry that you were not satisfied with our service, or lack of. To redeem ourselves, I would like to offer you an air conditioning checkup free of charge.Sincerely,Andy S[redacted]

July 3, 2017Revdex.comServing Western Pennsylvania400 holiday Drive, Suite 220Pittsburgh, PA 15220Letter date: 06/28/17 Dear [redacted],We have received your letter regarding the customer reaction to our response to a complaint launched against our business. The ID number for the complaint is [redacted]. Our response can be found below.Salego Heating and Air Conditioning and AHS have enjoyed a confident, ongoing business relationship for the last 18 years. We continue to service AHS customers in the Pittsburgh and surrounding areas. We have received a 5 Star Service Award for our service to the company.As we continue to receive service calls from AHS, Denise S[redacted] on July 3, 2017, confirmed with AHS that indeed we are an active vendor. As stated in the previous response, it has been reported on June 11, 2017 that an AHS supervisor spoke to the home owner and advised a refund of the deductible would not be provided. The deductible is for a trip charge and diagnosis which was fulfilled by Salego. The technician returned to install a new board into the home owner's system. The amount due for the part itself and the installation exceeds that of a $75.00 deductible. Once the technician receives information that the unit has been fixed by either the homeowner or another company, Salego cannot be responsible for new repairs performed by people other than Salego Staff as per our policy.Sincerely, Andy S[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We feel that this is not a means to an end. We simply want to be refunded our $252. We've already corrected our air conditioning problem with someone else and feel absolutely no need to have you remove the Freon from our house. We are not permitting you on our property again, ever. Also it shouldn't matter how long the employee is at your company he should know better than to quote something that isn't right and to inform the customer of how much they will be charged. In our case this was never offered and we were never informed that you were paperless (before our initial meeting, during any phone calls, including the appointment or before) Also an apology isn't too much to ask for (again something we haven't gotten from your company) We simply want our $252 given back to us and we would really like to end all of this.
Regards,
[redacted]

I am responding in regards to ID# [redacted]. The history of customer is as follows, we received a dispatch from her warranty company. The Technician's diagnosis determined the furnace was unsafe and needed replaced.We must follow procedures set out by her warranty company when submitting a claim....

Customer was contacted when her claim was approved for her furnace replacement. Customer canceled her furnace replacement due to lack of financial resources for the uncovered charges of 1,590.00.The following week customer called stating she was able to obtain 1,590.00. When the Installers arrived for the installation of the furnace. The basement was in a very unsanitary condition, littered with dog feces, overwhelming smell of ammonia from dog urine. Customer was contacted and notified that the basement had to be cleaned before Installers could replace furnace. Customer notified us that the basement was cleaned. We installed the furnace. After the installation of the furnace customer stated to our installers she was very pleased with the installation of her furnace and staff. Customer requested a survey be sent to her.Unfortunately, the time lapse was due to customer canceling the furnace installation due to lack of financial resources, which delayed the shipping of the furnace from her warranty company. Scheduling conflicts on customers and ours, original call for heating which was October 20, 2017 (Customer was a no show). We were able to reschedule original call for November 3, 2017. Furnace was installed November 30, 2017

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The technician tried to contact me about 14 hours after the incident occured.  I would like to know why I was told the technician would arrive in 30 minutes to an hour starting around 12am all the way until 4am after calling several times and he never showed.  It was very cold and dangerous for my 2 year old and I am expecting, so they put us in jeopardy.  I would like a formal apology and explanation of why we were promised service within 30 minutes to an hour and never recieved it. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I contacted my HSA on 5/21/2017 and the first appointment was on 5/30/2017, at which point in time, Salego Heating said they needed to order a part, which would take 3-days to arrive. I called after 9-days and Salego Heating said they've "been too busy." They came to install the part on the following day (10-days after the first appointment, a full week longer than they promised) Friday, 6/9/2017. I returned home from work that afternoon to find that the AC was not working. I called immediately to catch them before the business was closed, and I was patched through to Matt, the on-call technician. Matt said he was too busy to come Friday night, he told me the on-call tech scheduled for Saturday was too busy, but he could come on a weekday the following week. I told Matt that I had waited 10-days since they first came and nearly 3-weeks since I originally requested service through my HSA: this was too long to wait since it is 90-degrees outside. Initially, Matt said both the AC unit and the furnace may have been damaged in a single electrical surge, but then said that wasn't possible because the technician who had serviced my AC that day knows what he is doing and would not have left without checking that the AC was running. This was only a few hours prior to my returning from work: not only was the AC not wired correctly to the furnace, but also the thermostat control was not wired correctly to the furnace either! I have 2 identical AC units and 2 identical Furnaces, the pictures I uploaded show the differences in the wiring: clearly Salego Heating wired the furnace incorrectly. The way Salego Heating wired my thermostat, the fan system could not be turned "on," but only on "auto" so it only worked if the temperature was very high, and the AC was not wired at all correctly - it could not have turned on at all. Additionally, there was a blown 3amp fuse (purple blade fuse, such as from an auto shop) in the furnace that would have also prevented the AC from turning on. I demanded Salego come fix this: I was not requesting off-hours work, but simply that they finish a job I requested nearly 3-weeks prior. Matt said I would have to pay more, implying I had to pay that directly to him. I called my HSA Home Warranty and they stated that this was very concerning, I should absolutely not pay extra, and they called Salego to demand that Matt come fix the AC the following day. Matt called me back and stated that he was told to give me an "ETA" (estimated time of arrival). Matt said he would arrive Saturday (the next day) between 9 and 12 am. It turns out, despite Matt telling me he was not the on-call technicain for Saturday, he had lied: he was the on call for Saturday. Matt never showed up, I called Salego Heating 4 times, they always have a third-party operator who can never answer questions about the company, so it is terrible customer service, but each time the operator said she sent Matt an urgent message stating to call my cell phone immediately. The following day (Sunday), I decided to see if I could fix the Furnace. I noticed the power LED light was blinking in a pattern that indicated a "CODE 24" (I had to search online for this), which means a blown 3-amp fuse. I used to restore Fender Electric Guitar Amplifiers from the 1960's, so I am very well versed in much more complex electronics, so I was able to identify the blown fuse and get a replacement at an auto shop. Then I quickly looked at the manual for the furnace (sitting on top of the furnace), and I confirmed my suspicion: it  was wired completely incorrectly. It took only several minutes for me to fix the wiring, using the manual and comparing to the other furnace right next to it. I called Salego to report I fixed the furnace and AC, and it was simply a matter of principal that I demand my home warranty deductible back because they did not fix my AC - I paid for nothing except hours of hassle! I told them if I did not have my money in my mailbox by the end of the week, I would report them to the Revdex.com. Matt called me the following day and admitted he never came to my house, again, however, lying that he never scheduled to come to my house on Saturday. Salego is lying again when they imply that may I wasn't able to get Matt's calls on Saturday: he called me at least half-a-dozen times throughout this process without any problems AND he admitted he never attempted to come to the Saturday appointment. A supervisor from Salego was supposed to call me, which of course never happened, and I sent in my Revdex.com complaint when I never got my money back. My HSA Home Warranty told me they could not return my deductible because I paid it directly to Salego Heating: HSA has since implemented a way to pay online, and they told me they took Salego Heating off of their list of contractors. 
Regards,
[redacted]

Dear Ms. Edwards I have received notification of an unfavorable complaint filed against my business. The complaint was submitted on 6/11 /2015 and was assigned an ID of [redacted]. Please accept the following in rebuttal to the filed complaint. We are at the mercy of [redacted] (warranty...

company). They are in complete control as to whether a repaid is approved; not Salego. In this particular instance, the failure was because of little or no maintenance of the unit. On June 2nd, Tech Dominick notates that the unit exhibited lack of maintenance and was improperly installed. Another complication is that the home Owner’s contract began on 5/28/15 which is the same day of the claim. This is a red flag to Warranty companies. The fact that a claim is made the same day of the initiation of the plan leads to the conclusion of a pre-existing condition. The insurance company will deny a claim when it is deemed the failure was prior to the start of contract.Please accept my condolences for the loss of your pet. [redacted] makes the final decisions, not Salego Heating and Air Conditioning. The home owner's $75.00 deductible was returned in June of 2015.Regards,Salego heating and Air Conditioning

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Salego Heating did not fix my air conditioner, they actually created more problems. After 3-weeks, I decided to fix it myself because the outside temperature was 90-degrees. Since I was forced to fix the issue myself, I want my deductible back, or at least a negative review/complaint on Revdex.com. Matt, the technician from Salego lied multiple times. I told Salego that I wanted to talk to a supervisor and I wanted my money back, or I would be posting negative reviews and submitting a claim with Revdex.com. Salego promised a supervisor would call. They never called - I gave them a week to contact me prior to submitting the Revdex.com complaint. 
Regards,
[redacted]