Complaint: ***
I am rejecting this response because: this is the beginning of a run aroundfirst of all yes I contacted your company in march of reason being I HAD NO HEAT in my houseyour tech James came to my house and checked the heating system my system is years old and he said he doesn't know the exact problem but it could however be the blower motorhe claimed the boiler was incorrectly installed so we agreed to pay the and have the motor replacedless than a year in January of I again contacted your company reason I HAD NO HEAT by the time your tech came to my home my husband had came from work and restarted the boiler system so the heat was working when james did eventually arrivehe said THE HEAT IS WORKING SO THERE IS NOTHING HE COULD DO, HE SAID IF THE PROBLEM CAME UP AGAIN JUST GIVE THE COMPANY A CALL HE CHARGED US $AND LEFTbut said we could change the thermostatmy husband ordered the new thermostat and a week later I HAD NO HEATAGAIN, your company was called and again James came he went to my seller checked the boiler and said HE DOESNT KNOW WHAT THE PROBLEM IS EXACLTY, BUT IT IS A POSSIBILITY THAT THE FLAME SENSOR AND IGNITOR NEEDS CHANGING, HE GAVE ME THE PRICING AND SAID IF WE CHANGED ONE IT COULD BE THE OTHER SO WE HAD TO CHANGE BOTHFOR $WE AGREED AND HE SAID HE HAD TO CALL THE OFFICE TO GET THE PARTSWHEN HE FIRST ENTERED MY HOUSE HE HAD NO TOOLS OR TOOLBAG WITH HIM, JUST A BLACK CLIPBOARDHOW ON EARTH DID HE CHANGE THE PARTS AND WHERE DID HE HAD THESE ITEMS THAT I DID NOT SEE HIM ENTERING MY HOUSE WITH ITHE IS A THIEF AND A LIAR, WHEN I TOLD HIM I HAD ALSO BOUGHT THE NEW THERMOSTAT AND HE DID INSTALL IT BUT I DID ALL THE CONNECTION HE WAS SITTING BY MY KITCHEN TABLE WHILE I WAS CONNECTING THE WIFI AND EVERYTHING ELSEBILLED ME $+TAXES FOR A TOTAL OF $NOW DOES THAT EVEN ADD UPAGAIN THEIFAFTER HE LEFT AND I CALLED MY HUSBAND AND TOLD HIM WHAT HAPPEN MY HUSBAND CALLED HIM AND ASKED FOR THE OLD PARTS THAT WAS SUPPOSEDLY CHANGED, HE STARTED YELLING AND CUSSING MY HUSBAND BECAUSE HE FULLY WELL KNEW HE LIED AND DIDNT CHANGED ANYTHINGHE LEFT MY HOUSE WITH HIS CLIPBOARD AND CELLPHONE NOTHING ELSE MY OLD THERMOSTAT WAS THE ONLY THING LEFT ON MY TABLE BECAUSE THATS THE ONLY THING HE CHANGEDON FEB 26TH WEN THE EXACT SAME ISSUE ARRIVED I AGAIN CALLED YOUR COMPANY AND BY THIS TIME YES AM ANGRY BECAUSE THE LADY I SPOKE TO HEATHER WAS DEMANDING THE $BE PAID FOR THE VISITI HAD NO HEAT AND YOURE TELLING ME ABOUT 89.00, I MADE THE APPOINTMENT BUT ALSO CONTACTED MY GAS COMPANY WHO SENT SOMEONE TO MY HOUSE AND WHAT DOES HE FIND, THE FLAME SENSOR HAD RUST, IT WAS NEVER CHANGED AND DID NOT NEEDED TO BE CHANGED THE ISSUE WAS THE FILTERAND THIS COMPANY SERVICE PROFESSIONALS WAS THEIFING MY MONEY AND DOING NOTHINGON 2/A SERVICE MANAGER WAS SUPPOSED TO CALL ME BACK AS TO THIS DAY I AM STILL AWAITING THE CALL, I WANT MY MONEY BACK, AND IF IT IS NOT REFUNDED TO ME I AM GOING TO TAKE YOU TO COURT, I HAVE ALL MY PAPER WORK FROM YOUR COMPANY FROM THE VERY BEGINNING MY ORIGINAL ISSUE WAS AND ALWAYS WAS I HAD NO HEATNOW MY HEAT IS WORKING PERFECTLY BECAUSE ANOTHER COMPANY CAME TO MY HOMEI WANT MY MONEY BACKTHIS COMPANY ARE THIEVES
Regards,
*** ***
Dear *** ***I'm sorry you feel we haven't satisfied you with our responseAt this point, I feel the need to clarify a few things.You mentioned April in your letterThis was our first visit to your homeThe repairs done at the time (blower motor and wheel) are complete and have nothing to do with the issues you have calledabout this year. The first time you called with no heat this year, January, we arrived to find the unit was workingJames explained that it is difficult to diagnose a problem with a system that is working, but made every attemptHe noticed that the thermostat wasn't in great condition and said that might be the problemThat was the extent of our visit.The second time we visited in regards to this issue, you called to have your unit tuned upJames was alerted that the problem was happening againHe explained that a tune up call was not what you were looking forJamesdiagnosed the system, which was again in working order upon arrival making the diagnostic difficult, and suggested it may be the ignitor and sensorYou agreed to have those installedAs a courtesy and at no extra charge, James installed a thermostat supplied by you, uploaded an app for your new thermostat on your phone and set up your wifiEverything was fine upon completionJames cleaned up and took the old parts as is our policy*** *** called James demanding the old parts backJames suggested you call the office, as he was on his way to another customerThe office then sent James back with the old partsJamessuggested another technician from our company if you felt his work was not up to par. You called our office a third time in regards to this issueWe simply explained our policy; if the call is unrelated to our repair there is an $chargeYou agreed, then called back to cancelWe were not given the opportunity to check the systemWe do not feel that a refund is in order.Thank you,Tara B***
In regards to Terms and Conditions of contractual agreement, the responsibilities of [redacted] to maintain warranty were not kept. Line 2 of the attached document states if any other than service professionals attempts torepair product than warranty will be null and void. Section 7 of contract requires customer to properly maintain the equipment meaning it must be serviced which is not the same as repair, and that only Service Professionals or an independant"manufacturers" service rep maintenance the equipment. Reinstatement of the warranty is not an option as company cannot guarantee/ warranty the work of another company/representative. In regards to the third item a submit request for refund of $2500 for work done in 2014, that has not been brought up until this point is without merit based upon no previous communication about refund.
Good Morning,It is our company policy to quote the $89 diagnostic fee with each service call, warranty or not. As stated, we also inform our customers that this fee will be waived if it's found that the there was a problem with our workmanship or parts replaced, otherwise the charge stands. We are...
scheduled to return today and will address your other concerns at that time. Please call the office at [redacted] if there is anything that you need prior to our visit today. Thank you,Tara B[redacted]Office Manager
I would like to inform your office that Service Professionals has since replaced our boiler on Friday, February 27, 2015 with one that provides adequate heating. I would like to extended my sincerest gratitude for your assistance in resolving this issue.
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
He did not have maintenance performed by us or an authorized Navien representative which as per the contract makes warranty null and void. [redacted] submitted only one invoice which has also contributed to warranty's void as maintenance is required to happen yearly per the contract, customer has...
only had it maintenance once and invoice reflects service done as well, which is another contractual violation. See highlighted areas on the attachments provided.
Hello [redacted] that is correct Service Professionals did the installation of a boiler in your home in 2014, in fact it was Oct 4th. I also see that you initialed the warranty section which next to the initials it states that "I acknowledge and understand the terms and conditions of the extended...
warranty presented on the reverse of this agreement" . On the reverse side of the agreement, specifically line items 6 & 7. In section 6 it specifies that the maintenance must be done to the manufactures standards, and in section 7 it states that if it is not done to said standards the warranty will be voided. It is also stated in the manual of the unit we installed. In addition customer service reps made at least 2 phone calls to your home to set this appointment up, as well as in early 2015 Service Professionals sent a letter to every installation that we have done to let our customers know the maintenance must be done in order for all warranties to be upheld. I am not sure what else we could have done in order for you to recognize that there is a reason for the need for maintenance. Had it been done the situation you are in would have without a doubt been avoided. I also see that on 11/23/16 When this service call was made, we repaired the unit at no charge so that you would have heat for the holidays even though the warranty has since been voided. Service Professionals can only guarantee their installations if the units we install are taken care of and maintained. If that is not done we have no control over the condition of the unit and the effects of the negligence will be. We are very sorry that you are in the situation that you are in, we did everything we could to avoid it from happening.
We will continue to deal with this through our attorney. [redacted] had already contacted his attorney when I received this message.Thank you,[redacted]
Hello [redacted], thank you for providing feedback on your experience with Service Professionals. I remember this situation quite clearly, you and I happened to speak on the phone after the call. When the call originally came in and was scheduled for a non working a/c service call we explained that there...
is a $89 dispatch fee to come out. At which time you informed our customer service representative that you rent the property but are responsible for all repairs and you agreed to the fee. Although it is not normal policy to schedule in home visits with anyone other than the property owner, we went by your word and went ahead and did so. When our technician arrived at the property he diagnosed the issue with outdoor unit and spoke with you about possible repairs and maintenance issues. At which point you stated no decisions could be made since you were not the owner. You also then told my technician that you only agreed to the dispatch fee and said you were responsible because that was the only way the office would schedule the call. In addition you signed off on the invoice prior to and after the diagnosis was made. I am interested to see what the other diagnosis was and what was needed for repair. If it comes down to the fact that my technician misdiagnosed the unit, I am happy to refund the dispatch fee. Service Professionals takes great pride in providing great service as well as great customer service. It is not our objective to collect dispatch fees. Our goal is to provide solutions as well as forming lasting relationships with the homeowners that give us an opportunity to provide them service. I encourage you to contact me at your convenience and we can work towards some resolve on this issue. I look forward to hearing from you. Denise V[redacted]Customer Service Manager[redacted]
The response does not address all 3 of my concerns. Page 2 of attachment is illegible. Once I receive a legible attachment and a full response to all my concerns, I will send a full response. Thank you.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
There are current appointments set for this customer in order to resolve said issues with the performance of the air conditioning unit. All issues should be resolved by 9/7/16 when said appointment is scheduled for. In reference to the rebates, they are still available to the customer. Normally we...
do this process, however the customer wanted to process the rebates on their own. We are now taking this over in order to make sure all rebates get processed correctly and they get everything that is available to them. Being that this is still an ongoing situation, it is a bit challenging to provide an immediate resolution. I am confident in a matter of a week or so we will be able to resolve all above said issues.
Complaint: [redacted]
I am rejecting this response because: first of all the issue from march 2014 to this day is still standing I have no heat. I am continuously paying 89.00 service fee to get nothing done.
Regards,
[redacted]
Complaint: ***
I am rejecting this response because: this is the beginning of a run aroundfirst of all yes I contacted your company in march of reason being I HAD NO HEAT in my houseyour tech James came to my house and checked the heating system my system is years old and he said he doesn't know the exact problem but it could however be the blower motorhe claimed the boiler was incorrectly installed so we agreed to pay the and have the motor replacedless than a year in January of I again contacted your company reason I HAD NO HEAT by the time your tech came to my home my husband had came from work and restarted the boiler system so the heat was working when james did eventually arrivehe said THE HEAT IS WORKING SO THERE IS NOTHING HE COULD DO, HE SAID IF THE PROBLEM CAME UP AGAIN JUST GIVE THE COMPANY A CALL HE CHARGED US $AND LEFTbut said we could change the thermostatmy husband ordered the new thermostat and a week later I HAD NO HEATAGAIN, your company was called and again James came he went to my seller checked the boiler and said HE DOESNT KNOW WHAT THE PROBLEM IS EXACLTY, BUT IT IS A POSSIBILITY THAT THE FLAME SENSOR AND IGNITOR NEEDS CHANGING, HE GAVE ME THE PRICING AND SAID IF WE CHANGED ONE IT COULD BE THE OTHER SO WE HAD TO CHANGE BOTHFOR $WE AGREED AND HE SAID HE HAD TO CALL THE OFFICE TO GET THE PARTSWHEN HE FIRST ENTERED MY HOUSE HE HAD NO TOOLS OR TOOLBAG WITH HIM, JUST A BLACK CLIPBOARDHOW ON EARTH DID HE CHANGE THE PARTS AND WHERE DID HE HAD THESE ITEMS THAT I DID NOT SEE HIM ENTERING MY HOUSE WITH ITHE IS A THIEF AND A LIAR, WHEN I TOLD HIM I HAD ALSO BOUGHT THE NEW THERMOSTAT AND HE DID INSTALL IT BUT I DID ALL THE CONNECTION HE WAS SITTING BY MY KITCHEN TABLE WHILE I WAS CONNECTING THE WIFI AND EVERYTHING ELSEBILLED ME $+TAXES FOR A TOTAL OF $NOW DOES THAT EVEN ADD UPAGAIN THEIFAFTER HE LEFT AND I CALLED MY HUSBAND AND TOLD HIM WHAT HAPPEN MY HUSBAND CALLED HIM AND ASKED FOR THE OLD PARTS THAT WAS SUPPOSEDLY CHANGED, HE STARTED YELLING AND CUSSING MY HUSBAND BECAUSE HE FULLY WELL KNEW HE LIED AND DIDNT CHANGED ANYTHINGHE LEFT MY HOUSE WITH HIS CLIPBOARD AND CELLPHONE NOTHING ELSE MY OLD THERMOSTAT WAS THE ONLY THING LEFT ON MY TABLE BECAUSE THATS THE ONLY THING HE CHANGEDON FEB 26TH WEN THE EXACT SAME ISSUE ARRIVED I AGAIN CALLED YOUR COMPANY AND BY THIS TIME YES AM ANGRY BECAUSE THE LADY I SPOKE TO HEATHER WAS DEMANDING THE $BE PAID FOR THE VISITI HAD NO HEAT AND YOURE TELLING ME ABOUT 89.00, I MADE THE APPOINTMENT BUT ALSO CONTACTED MY GAS COMPANY WHO SENT SOMEONE TO MY HOUSE AND WHAT DOES HE FIND, THE FLAME SENSOR HAD RUST, IT WAS NEVER CHANGED AND DID NOT NEEDED TO BE CHANGED THE ISSUE WAS THE FILTERAND THIS COMPANY SERVICE PROFESSIONALS WAS THEIFING MY MONEY AND DOING NOTHINGON 2/A SERVICE MANAGER WAS SUPPOSED TO CALL ME BACK AS TO THIS DAY I AM STILL AWAITING THE CALL, I WANT MY MONEY BACK, AND IF IT IS NOT REFUNDED TO ME I AM GOING TO TAKE YOU TO COURT, I HAVE ALL MY PAPER WORK FROM YOUR COMPANY FROM THE VERY BEGINNING MY ORIGINAL ISSUE WAS AND ALWAYS WAS I HAD NO HEATNOW MY HEAT IS WORKING PERFECTLY BECAUSE ANOTHER COMPANY CAME TO MY HOMEI WANT MY MONEY BACKTHIS COMPANY ARE THIEVES
Regards,
*** ***
Dear *** ***I'm sorry you feel we haven't satisfied you with our responseAt this point, I feel the need to clarify a few things.You mentioned April in your letterThis was our first visit to your homeThe repairs done at the time (blower motor and wheel) are complete and have nothing to do with the issues you have calledabout this year. The first time you called with no heat this year, January, we arrived to find the unit was workingJames explained that it is difficult to diagnose a problem with a system that is working, but made every attemptHe noticed that the thermostat wasn't in great condition and said that might be the problemThat was the extent of our visit.The second time we visited in regards to this issue, you called to have your unit tuned upJames was alerted that the problem was happening againHe explained that a tune up call was not what you were looking forJamesdiagnosed the system, which was again in working order upon arrival making the diagnostic difficult, and suggested it may be the ignitor and sensorYou agreed to have those installedAs a courtesy and at no extra charge, James installed a thermostat supplied by you, uploaded an app for your new thermostat on your phone and set up your wifiEverything was fine upon completionJames cleaned up and took the old parts as is our policy*** *** called James demanding the old parts backJames suggested you call the office, as he was on his way to another customerThe office then sent James back with the old partsJamessuggested another technician from our company if you felt his work was not up to par. You called our office a third time in regards to this issueWe simply explained our policy; if the call is unrelated to our repair there is an $chargeYou agreed, then called back to cancelWe were not given the opportunity to check the systemWe do not feel that a refund is in order.Thank you,Tara B***
In regards to Terms and Conditions of contractual agreement, the responsibilities of [redacted] to maintain warranty were not kept. Line 2 of the attached document states if any other than service professionals attempts torepair product than warranty will be null and void. Section 7 of contract requires customer to properly maintain the equipment meaning it must be serviced which is not the same as repair, and that only Service Professionals or an independant"manufacturers" service rep maintenance the equipment. Reinstatement of the warranty is not an option as company cannot guarantee/ warranty the work of another company/representative. In regards to the third item a submit request for refund of $2500 for work done in 2014, that has not been brought up until this point is without merit based upon no previous communication about refund.
Good Morning,It is our company policy to quote the $89 diagnostic fee with each service call, warranty or not. As stated, we also inform our customers that this fee will be waived if it's found that the there was a problem with our workmanship or parts replaced, otherwise the charge stands. We are...
scheduled to return today and will address your other concerns at that time. Please call the office at [redacted] if there is anything that you need prior to our visit today. Thank you,Tara B[redacted]Office Manager
I would like to inform your office that Service Professionals has since replaced our boiler on Friday, February 27, 2015 with one that provides adequate heating. I would like to extended my sincerest gratitude for your assistance in resolving this issue.
Revdex.com:
I have reviewed the...
response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
He did not have maintenance performed by us or an authorized Navien representative which as per the contract makes warranty null and void. [redacted] submitted only one invoice which has also contributed to warranty's void as maintenance is required to happen yearly per the contract, customer has...
only had it maintenance once and invoice reflects service done as well, which is another contractual violation. See highlighted areas on the attachments provided.
Hello [redacted] that is correct Service Professionals did the installation of a boiler in your home in 2014, in fact it was Oct 4th. I also see that you initialed the warranty section which next to the initials it states that "I acknowledge and understand the terms and conditions of the extended...
warranty presented on the reverse of this agreement" . On the reverse side of the agreement, specifically line items 6 & 7. In section 6 it specifies that the maintenance must be done to the manufactures standards, and in section 7 it states that if it is not done to said standards the warranty will be voided. It is also stated in the manual of the unit we installed. In addition customer service reps made at least 2 phone calls to your home to set this appointment up, as well as in early 2015 Service Professionals sent a letter to every installation that we have done to let our customers know the maintenance must be done in order for all warranties to be upheld. I am not sure what else we could have done in order for you to recognize that there is a reason for the need for maintenance. Had it been done the situation you are in would have without a doubt been avoided. I also see that on 11/23/16 When this service call was made, we repaired the unit at no charge so that you would have heat for the holidays even though the warranty has since been voided. Service Professionals can only guarantee their installations if the units we install are taken care of and maintained. If that is not done we have no control over the condition of the unit and the effects of the negligence will be. We are very sorry that you are in the situation that you are in, we did everything we could to avoid it from happening.
We will continue to deal with this through our attorney. [redacted] had already contacted his attorney when I received this message.Thank you,[redacted]
Hello [redacted], thank you for providing feedback on your experience with Service Professionals. I remember this situation quite clearly, you and I happened to speak on the phone after the call. When the call originally came in and was scheduled for a non working a/c service call we explained that there...
is a $89 dispatch fee to come out. At which time you informed our customer service representative that you rent the property but are responsible for all repairs and you agreed to the fee. Although it is not normal policy to schedule in home visits with anyone other than the property owner, we went by your word and went ahead and did so. When our technician arrived at the property he diagnosed the issue with outdoor unit and spoke with you about possible repairs and maintenance issues. At which point you stated no decisions could be made since you were not the owner. You also then told my technician that you only agreed to the dispatch fee and said you were responsible because that was the only way the office would schedule the call. In addition you signed off on the invoice prior to and after the diagnosis was made. I am interested to see what the other diagnosis was and what was needed for repair. If it comes down to the fact that my technician misdiagnosed the unit, I am happy to refund the dispatch fee. Service Professionals takes great pride in providing great service as well as great customer service. It is not our objective to collect dispatch fees. Our goal is to provide solutions as well as forming lasting relationships with the homeowners that give us an opportunity to provide them service. I encourage you to contact me at your convenience and we can work towards some resolve on this issue. I look forward to hearing from you. Denise V[redacted]Customer Service Manager[redacted]
The response does not address all 3 of my concerns. Page 2 of attachment is illegible. Once I receive a legible attachment and a full response to all my concerns, I will send a full response. Thank you.
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
There are current appointments set for this customer in order to resolve said issues with the performance of the air conditioning unit. All issues should be resolved by 9/7/16 when said appointment is scheduled for. In reference to the rebates, they are still available to the customer. Normally we...
do this process, however the customer wanted to process the rebates on their own. We are now taking this over in order to make sure all rebates get processed correctly and they get everything that is available to them. Being that this is still an ongoing situation, it is a bit challenging to provide an immediate resolution. I am confident in a matter of a week or so we will be able to resolve all above said issues.
Complaint: [redacted]
I am rejecting this response because: first of all the issue from march 2014 to this day is still standing I have no heat. I am continuously paying 89.00 service fee to get nothing done.
Regards,
[redacted]