Acclaimed! Heating, Cooling & Furnace Cleaning

Initial Business Response /* (1000, 6, 2015/01/21) */
*** We are very sorry to hear that we left a some pieces of paper and some small plastic plugs behind, plus the filter inserted upside downThis is the first we have heard about this or from you, as I understand itIf I am
incorrect, please let me know, as I would like to see what actions were taken on our end and by whomThe usual course of action would be if you would have contacted our office directly is the following: we would have been to apologized for the oversight of our technician with leaving this behind and that they put in the air filter upside downWe then would have asked if you would like us to send someone over to pick up these items and re-insert a new, clean disposable filter correctlyA discussion will be had with the crew that was at your homeFor your inconvenience and creation of disappointment we would like to refund you $I am glad you understand that oversights happen every once and while*** is prided for his workmanship and high level of careLet us know if this will be acceptableWe hope we will have the opportunity to serve you in the future and can assure you that this is not at all a common occurrenceSincere Regards, ***

Initial Business Response /* (1000, 8, 2016/05/09) */
Contact Name and Title: Tami L[redacted], Owner
Contact Phone: [redacted]
Contact Email: [redacted]
Hi [redacted],
Thank you contacting us about this. I am very sorry to hear that ultimately your experienced was a fail...

with the follow through with Jennifer who WAS our office manager. Jennifer was terminated a couple of weeks ago for a number of mis-handled incidences as display with yours.
Although I thought that she had resolved your refund for the $105, as that was what she was instructed to do, many weeks ago. [redacted]
The big issue for me though is that you are awaiting and you didn't receive a refund. Never would be jeopardize our reputation and your experience for $105.00.
I saw a "post it note" on Jennifer's desk with your name on it after she was terminated and I did try to call you to touch base, as I thought it was odd that if it was resolved the "post it note" was still there. The number we have on file for you goes to a number no longer in service. If I don't hear from you directly by end of day Tuesday, May 10 (not sure how long it takes for this information to get back to you) then I will pop a cheque in the mail for the $105.00.
I am extremely saddened that you have been sitting with this feeling of being taken advantage for this long. I am very sorry about this and please accept our apology. Jennifer didn't represent the caring, high level of customer service we expect our employees to have and understand the impact things like this have on our relationships with our clients. Take care and again if I don't hear from you by the end of day Tuesday, May 10th I will drop a cheque in the mail. Deep gratitude, Tami
Initial Consumer Rebuttal /* (3000, 10, 2016/05/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I thank-you for the missing quote refund, however this does not resolve the other issues I asked for in my resolution. I am confused as well how you can't find our phone number when both the estimator and the cleaning crew were able to phone us and say they were on their way. It must be on the cleaning work order or how else would they have been able to phone us? To be clear about the resolution; I wanted proof that an estimate was actually produced (and not sent) from the measurements the estimator took. This would prove to me that the estimator was non-biased. Most importantly, I wanted a copy of the so called "inspection" of our furnace and hot water tank from the cleaning, as I mentioned in the details of my complaint my furnace has since been rattling and squeaking loudly. All the cleaning crew told us is that our furnace is getting old. The cleaning package you advertise on your website promises a filter, which we did not receive, an inspection of both units; also not received, and a price adjustment for what we were charged. The website advertises $199.00 for 10 vents including brush cleaning (I only seen huge vacuum hoses, no brushes, and they left huge piles of dirt under our basement vents on the floor and our bed.)with 10 vents plus $11.95 per extra vent. We have 15 vents and were charged $292.63. This is higher than the advertised price and I wanted it adjusted. I recorded the rattling of our furnace on my phone, but the audio isn't the greatest... I will try to upload it to this complaint. The missing inspection I requested, I was hoping would tell me what is loose/rattling since the cleaning. It is a shame that this happened as now we are probably looking at replacing both our furnace and hot water tank, being 9 and 10 years old, respectively.
Final Business Response /* (4000, 13, 2016/05/27) */
A few different human errors that resulted in poor customer service and poor outcome for the client.
There was never a simple "estimate" scheduled as a paid service call. A service call charge of $100 is standard when we go and "consult" with a client what their needs are for small scale HVAC modifications and improvements. This involves communicating recommended solutions and services after looking at the site and reviewing with the owner of the property. We do not provide "free estimates" on anything and everything Acclaimed does. We do "free in home estimates" on furnace and air conditioning replacements and other major installations. Charles spent 42.5 minutes at [redacted] consulting on solutions and conversing with the client, as substantiated by our GPS tracking of his truck). Although the on site consulting etc. was done by Charles, no proper follow up with his notes, nor any corresponding estimate and recommendations were provided to the client by Acclaimed. After Charles did his work, it went into the hands of Jennifer W[redacted] for administrating his written notes and providing an estimate for carrying out any work to the client. Jennifer failed multiple times in both providing the client with any site visit notes, recommendations and costs for any of the work. Jennifer was terminated from her position with Acclaimed, in large part, for her mishandling of this.
DATA ENTRY ERRORS - Were a big part of the terrible customer service Acclaimed provided. [redacted] was inputted in the customer profile as [redacted] was inputted in the customer profile as [redacted] was inputted in the customer profile as [redacted] These basic, but critical errors in creating the customer profile further added to Acclaimed not being able to communicate properly with the client. A big fail. Phone number was entered as [redacted], not [redacted] as noted on your Revdex.com report. I have no idea how anyone would have been able to communicate with you unless you called us as every bit of information on your profile is incorrect. That is on your whole profile with Acclaimed.
Cleaning - Pricing is based on the criteria of our base price and the additional costs per extra vent etc. Estimating over the phone is done based on customer information. There should have been communication with the client as to extra air vents or any charges not understood or agreed to at the time of cleaning. There were 15 air vents cleaned on site. Our multi point visual inspection during duct cleaning is not a tune up or service. If operation of the furnace or components is observed not to be in good repair, we communicate any of these observations. Nothing out of the ordinary was found.
Resolution - Acclaimed failed to provide service at a level consistent to its high standards. A refund in full, for ALL payment made to Acclaimed is offered to the client. In addition, Acclaimed will at its own cost, send out the service manager to attend to any furnace noise that was the result of any cleaning process.
We feel terribly, that the client has had to deal with these issues, caused by our former office manager mishandling of things. Please advise if this would be acceptable. I will fax the estimate to Revdex.com referencing the Case #.
Final Consumer Response /* (2000, 16, 2016/05/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I still feel like I am getting the run around, we accept the proposed resolution. I feel like all of this is getting dumped on Jennifer, and no one else is taking responsibility. I agree she had a large part in the miscommunication, she did not err on site. I do believe some of my profile info was edited after the fact, or you are calling me a liar... as the cleaning crew did phone me when they were on their way and had arrived. The call log on my phone can confirm this. As for the spelling of my name, I always spell it out on the phone, as it is commonly misspelled. I requested an estimate quote for the vent install, which the business has changed verbally from 100.00 to free estimate to a consultation multiple times. Charles is the one who suggested moving the vent near the stairs, which brought up my disability. I did not know he would charge me for having to explain my disorder, as he talked with my fiancée and I on these types of unrelated (to the vents I wanted installed)issues. I just wanted to know how much money to install the two vents to the outside, I never asked for a fume hood to be included in the kitchen vent pricing, as we already had purchased one, and just needed the pipe and outside vent cover. So Charles spent more time talking to us about my disabilities and sickness in his own family... than the vent install. Two vents, requiring cutting holes in the house's exterior walls I would consider a major install. Maybe drilling through a foot of concrete is not a "major" job for your company. I would advise that you be more clear with future clients on the difference between a "free estimate" and "consultation" and "major jobs" vs "non-major HVAC", as I am still confused. When I originally scheduled the cleaning, I counted 13 vents, no price was quoted to me except the website ad of 199.00 plus 11.95/extra vent. Even with the 15 vents they told us about after the cleaning when they were taking the fiancée's credit card info; 199.00 plus 5 vents @ 11.95 ea. equals 258.75 plus tax. As you can see, that is not what we were charged. We were charged 292.63 total, which equals 278 before tax. No explanation still for the extra 20.00. Another error you can't blame on data entry. When you advertise an online price, I would hope that you stick to it, and list any additional fees, if that is the 20.00 difference. (or maybe just a calculation error on the cleaning tech's part?) [redacted]
So this is your chance to redeem yourselves. As the rattling that started after the cleaning sounds like a washing machine that is off balance; has always been the biggest concern, next to getting the correct service records for the work done. If you stick to your proposed resolution; refund "ALL costs" (I am assuming that means the 293.00 cleaning AND the 100.00 quote/estimate/consultation) AND send your service manager to check and hopefully fix the furnace rattle "at no charge", we would be satisfied.