Bayside Associates

SAL’S HEATING & COOLING.INC.[redacted] 
[redacted] 
[redacted] February 1, 2017 Nichole M[redacted] Revdex.com, Inc. 2800 Euclid Avenue, 4th Floor Cleveland, OH 44115 [redacted] RE: Complaint No....

[redacted] to Revdex.com  Dear Nichole, This letter will serve as the written response to your complaint dated 1/25/17. Response:  Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. This Revdex.com Complaint is the first we are hearing that Mr. D[redacted] is dissatisfied with the line set installation and concerns over his permit. We would have appreciated the opportunity to speak to Mr. D[redacted] before he filed his Revdex.com Complaint to try and rectify this. When we installed Mr. D[redacted]'s heat pump and furnace, the proposal stated to install a new line set. Upon further review into this matter, I was told that the service technician ran a separate line that tied into the existing line. Mr. D[redacted] has a finished basement with a drop ceiling. There are numerous wires above the drop ceiling. The service technician stated if he would have used his torch to braze in the line set, he would have either caused damage to the numerous wires or started a fire. The service technician explained the situation to Mr. D[redacted] and he was in complete agreement with what the service technician needed to do. The service technician received Mr. D[redacted]'s approval prior to making the line set install. The reason there was left over line set is that there was nothing wrong with that portion of the existing line. Mr. D[redacted] stated he wanted to keep it seeing he paid for it, the service technician spoke to the office and stated he could keep the copper line that was not used. Our service technician is the one who caught the line set was not the correct size on the following day and notified the homeowner that they would be correcting it. There is nothing wrong with the installation of the line set. As far as we can tell, Mr. D[redacted] has not had any issues with the line set that was installed. As for the permit fee that Mr. D[redacted] claims we never applied for or issued by the City. The permit application and check were mailed to the City of Seven Hills prior to work commencing on this job. There is a discrepancy between the City and Sal's Heating and Cooling that is being worked out at this time that is holding up the issuance of the permit. The City has all paperwork and payment for this job, so Mr. D[redacted] is incorrect in his assertion that "theft" was involved regarding the permit fee. Mr. D[redacted] has all of the copper line set and the City has all paperwork, including our check, for the permit fees. Therefore, we are unable to refund any of Mr. D[redacted]'s money for this job as we installed the line set and Mr. D[redacted] signed off that he was completely satisfied (see attached proposal). Thank you, Salvatore S[redacted] President & CEO Sal's Heating and Cooling, Inc. [redacted]

Yes, but still very unhappy with service.

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.
It doesn't sound like Sals is taking responsibility and expects me to pay more
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.
Mr. [redacted] states in his response, "We offered to return to check to see if it was the gas valve at no cost."  I accepted this offer, this appointment was scheduled, my mother was waiting at the house for a technician.  It was Mr. [redacted] who "seesawed"and went back on this offer by cancelling the appointment without notifying me. During our phone call, [redacted] stated that the appointment had been cancelled because he relayed to the owner that we were comparison shopping for a new unit.  The owner, Mr. [redacted], said he would not send someone out for free if we weren't going to use them to replace the furnace.  Mr. [redacted] stated that the appointment "may have gotten cancelled in our system" due to my alleged "seesawing". So who is telling the truth, [redacted] or Mr. [redacted]?  Furthermore Mr. [redacted] states he was not "retaliating" by cancelling the appointment but this act is the precise definition of retaliation.  He also states "[redacted]'s shift starts at 9:00 a.m. He was at a medical appointment at the
time of Ms. [redacted]'s call."  When I called that morning to check when the technician would be arriving, the receptionist stated that [redacted] was in a meeting and she would see if he was available. [redacted] came to the phone and he also stated he had been in a meeting that morning and that was the reason he was unable to call me.  [redacted] was in the building at 9 a.m. as usual in a meeting and I spoke to him when I called around 11am.  He was not at a medical appointment as Mr. [redacted] states.  If he was, how was I able to speak to him when I called?  [redacted] simply did not make time to make the call to me  to inform me of the cancelled appointment as he should have.  The discrepancy in this detail is further evidence of this business's dishonesty and lack of concern for its customers.  It is an inconsequential detail, but the technician told us that the furnace was a little over 20 years old, yet Mr. [redacted] exaggerates and states it is 30 years old.  Another detail that is not truthful on Mr. [redacted]'s part.    Bottom line, in Mr. [redacted]'s own statement he attests, "We offered to return to check to see if it was the gas valve at no cost."  I accepted this offer and his business did not stand by this promise.Due to the business's slow response to our complaint, we have since replaced the furnace unit.  The gas valve was removed before the furnace was disposed of.  I have the part in the original box. Since the business failed to comply with my original request, at this juncture, I would ask to return the part, and for a refund for the part and the service to install said part in the total amount of $375.84.  
Regards,
[redacted]

[redacted],I apologize for the confusion. I can not apologize if we don't even know what the cause was and why we offered to take a look. I said the pictures look like it MAY be preexisting. Not were preexisting.  I offered to send the plumbing supervisor over at no cost to look at the...

alleged damages. We take responsibility when at fault but at this point nobody can tell or be sure. All you need to do is research our reputation and you will see we are ethical and top of the mark. I will simply share the email with the Revdex.com sharing the intent of this customer along with the insults I am not sure if anything should or can be done to resolve this issue. Please read below. Decide for yourself what should be done. Clearly much more aggressive than this complaint. Which may be actionable. Unfortunately, I didn't see this email until now. Pre-existing? B.S.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!Apparently, you're like [redacted], in that when there's a complaint, jump to the conclusion that gets you off the hook; the road of unethical. That's OK. Sal's ruined my vanity, regardless of what you infer. That's fact and unalterable. Another fact, I may not be able to affect your business, but I don't have to give you any more of mine...and I will be happy to give you a review to all my friends, acquaintances, etc.I believe that whatever goes around, comes around and ultimately, you'll get your due consequences for the way you run your business. No doubt you sleep well...people without conscience typically do. I will sleep well, also, knowing that it WILL catch up to you one day.On the plus side for me, you have confirmed what I have always believed about the lack of integrity in the construction/trade industry. Now, I begin to wonder about intelligence..Most Sincerely,[redacted]Please advise the next step, I advise the complaint is closed and dismissed.   Thanks, Sal

This letter will serve as the written response to your complaint dated 11/10/15. Response:  
[redacted] Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. Mr....

[redacted], I am sorry you and we are having a problem with your one year old [redacted] unit. I have NOT dropped the ball with your services and have responded to all of your concerns. Our responsibility as a contractor has been met, honoring and fixing this unit inside the first year and now that is over. Your issue is with [redacted]. Everything about [redacted]'s stance you have written is completely contradicting their policy. The parts replaced were a contactor, capacitor, and short in a wire and are common inexpensive replacement parts and in NO WAY will justify a unit replacement. We enclosed copies of the service tickets and, as you can see, we honored the warranty and this unit is fully functioning. With any mechanical device there is risk of repairs, but the warranty is one year parts and labor, period. [redacted] doesn't care and they offer no extension to a warranty, never have and never will. They corner the market with this equipment and offer the bare minimum. They will not do anything for you and no claim will be answered as theirs and our responsibilities have been met. We at Sal's Heating and Cooling have absorbed these expenses to repair this piece of equipment, not [redacted] or the part maker, yet we have the complaint in our lap. The unit is fixed and working and, as was indicated in your complaint, [redacted] will not replace the unit if it is fixed. There is no run around here. We can't do anything more because a customer thinks the problem may persist. Your problem is with [redacted], not Sal's Heating and Cooling, and because of our great reputation, this problem has been fixed and addressed. I apologize again for [redacted]'s manufacturing and quality issues, but Sal's Heating and Cooling repaired the [redacted] failures and honored our responsibility. Thank you, [redacted] President & CEO Sal's Heating and Cooling, Inc.

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 merchant can call his services whatever he likes.  The company was not clear on any omissions or exclusions to the coupon and was for sale publicly on Groupon for $55.00 (attached).  I was forced to use this merchant due to the fact they are the only authorized service provider in Akron for the product I have.  It makes it worse, that I am held hostage to not freely shop other service providers.  However, the BAIT AND SWITCH claim still stands as the service rendered has not remedied the problem and I am still without hot water.  Instead of the merchant trying to come to an equitable solution, he merely tries to lecture me on the definition of BAIT AND SWITCH.  Merchant further does not understand that I own and operate 3 companies in Summit Co. He appears to be satisfied with his lecture, so I will further pursue this matter with the Revdex.com, State Attorney General, the manufacturer of the product, and post blogs on every review website I can find.  If this merchant freely operates in an unscrupulous business manner with me, I can only imagine what he does to the uneducated consumer of his services. 
Regards,
[redacted]

Jan, I called you the very day I received your letter, please check your voice mail and if you don't have it we have a record of the phone call. The plumber we sent has plenty of experience with tankless water heaters and performed the cleaning properly and has no relation to the trouble code....

Looking in the history from prior service you had the very same code a year earlier and it never returned for over a year. The cleaning and error code are two separate issues and we only charged you for the services done, the cleaning. We were there much longer than that searching for this trouble code that never surfaced again after hours when we could not seek tech support from Rheem. You had hot water when we left. Terry has no recollection of this call and we did try to arrange a return visit when the code service again after you called in. I am sorry that you needed to call another company if you felt we were not quick enough for the trouble code but we did not charge you for this time anyway. The part the other company found has nothing to do with the cleaning and really not sure if it was the reason for the trouble code but the bottom line is if we returned or the different company made this repair it would have been additional to the cleaning services. We were at your home for almost 4 hours. Clearly You were not charged what you should have been and we only charged for the discounted maintenance services because the error code simply was not there before or after the cleaning. The cleaning services can not be done if the unit was not functional to begin with.  Sorry but we cant give a refund for services performed as they are unrelated to the problem you had after this visit. The cleaning services were done period. My name is Sal S[redacted] not Sam S[redacted] which the letter you sent to my office was addressed to Sal S[redacted]. I am not sure how this error happened but let's be clear, I am Sal S[redacted] of Sal's Heating and Cooling Inc. Thanks, Sal S[redacted] President.

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.My unit did not have an error code when we called.  David was at our home for so long because he was in over his head.  He created the code and cleared before he left but came back on as soon as we turned the water on.  No problem with David as he is learning.  That is why he was so long.Terry does not recall because he never returned the call.  Carmen said she elevated the issue to Terry at 8AM.  When I called back at 10:30 AM he was out of the office and she said she would send him an email.  9 hours later Joe from parts called and was very apologetic.  He wanted to send someone back out who had experience with my unit.  Simple proof that David did not have the experience necessary and someone (Terry?) told him to call.  This situation would have been resolved with a timely return call.The business can keep the Money.  It is the last dollar they will ever see from me.  I will tell my story any time someone is looking for that type of service.Clearly there was a breakdown in communication within the organization.  I am done with this business.[redacted] Ok
Regards,
[redacted]

This letter will serve as the written response to your complaint dated 11/24/15. Response:  Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter. On 10/5/15 our senior service technician diagnosed and replaced a bad thermostat. Upon his diagnosis and replacement the boiler worked properly, so that did not warrant further investigation or diagnosis of the boiler, which would have incurred more cost for the customer and there was no odor of gas. Mr. [redacted], I'm sure, would not have been happy to pay additional charges to "diagnose" a working boiler once the thermostat was changed. Two weeks passed before we received the call that the gas company had shut the boiler down. We stand by our investigation that another party tried to repair the boiler after we were there and replaced the thermostat. A gas leak would have been detected immediately after our initial service call had we touched the boiler, as he claims, which the service technician has stated he did not. I again apologize for what Mr. [redacted] feels as a lack of communication. Joe still states he did contact Mr. [redacted] and relayed our findings. With the volume of business we do, we do all we can to return phone calls. I am not clear on what our M.O. is, but we return phone calls...plain and simple. We have and were paid for our services by Mr. [redacted] because the repair was made. It is hard to believe that anyone would complain about making a repair and solving the issue. We do care as we responded and investigated your claims. We are unable to give a refund as our investigation resulted in information being relayed to us that another party had worked on the boiler previously and the initial service technician did not work on nor touch the gas valve or boiler to cause the damage. We are a professional highly qualified service company and customer satisfaction is very important to us. It's disappointing that Mr. [redacted] is still dissatisfied, although we are pleased we did our job. Thank you, [redacted] President & CEO Sal's Heating and Cooling, Inc. [redacted]

This letter will serve as the written response to your complaint dated 7/13/15.
Response:
Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter.
Ms. [redacted] purchased a [redacted] voucher for an air...

conditioner clean and check. She was advised, as all of our customers using third party vouchers are, at the time of placing the service call that she would need to print out her [redacted] voucher to give to the service technician as her form of payment. Our service technician went to Ms. [redacted]’ home on June 10, 2015. Ms. [redacted] did not print the coupon and was unable to give the service technician the [redacted] voucher number and therefore wrote a post dated check for the amount of $75.55 for service that day with the understanding that she would provide us with the [redacted] voucher number. It is our policy that our service technicians are not to leave a job until they have received payment. It was Ms. [redacted]'s decision to write us a post dated check as she had not provided the [redacted] voucher as payment. Ms. [redacted]'s check was inadvertently cashed on June 12, 2015. Ms. [redacted] called our office to notify us that we redeemed the [redacted] voucher and cashed her check. We let Ms. [redacted] know that we would be refunding her the amount of her check and that it takes time to process. There are certain steps that need to be followed to process a refund. Ms. [redacted] called again and was informed that the refund was being processed and would be mailed out the following Tuesday, July 8, 2015. Ms. [redacted] then submitted a Revdex.com Complaint AFTER we had processed and mailed her check and, it appears, after cashing the check. I have attached a copy of the check showing she received and cashed it. We had placed a call to Ms. [redacted] the afternoon of Friday, July 10, 2015, to follow up and never received a return call. We left Ms. [redacted] a voicemail stating that if she had not received her check, to please contact us immediately so that we could rectify the situation.
All of this could have been avoided had Ms. [redacted] printed her [redacted] voucher and presented it as payment at the time of service. We are sorry this happened, but when procedures are not followed and we make exceptions to please the customer, you run the chance of a mistake happening. This is clearly the case here.
Thank you in advance,
[redacted] President & CEOSal's Heating and Cooling, Inc.[redacted]

In order to do a pressure test, the unit would have had to be completely empty.  Seeing as the unit was only 1 lb low on refrigerant, a dye test was conducted.  If we would have evacuated the system, it would have been much more costly as we would have had to recharge the entire system when completed.  Therefore, we chose the more economical route of doing the dye test.

I have reviewed the response made by the business in reference to complaint ID 12388572, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear
Regards,
Ebony Beachum

Actually the price does affect the performance of the unit especially when you are talking about 2 stage unit and high efficient units that cost much more than the average 13 and 16 seer single stage units that have the ½ ton option.  What I did offer out of the kindness of my heart was the 20 seer unit. We did bring out the proper sized 20 seer unit but you did not like the manufacture date of this unit and we ended up installing what you were originally quoted. We were never not upfront about this and you are not being truthful to strengthen your claim.   We did grab the 5 ton unit in error, and was quickly realized and remedied  without incident. The 2 ton unit was on the contract you signed and agreed to and hope that answers how a comfort care dealer handles this and is hardly worth mentioning. I have never been to your home, Scott Goins was and yes everything in your home needs to be properly insulated and to code for this properly sized unit to run properly. So yes remodel your home and do not expect us to size to a bad building design in need of updates.  You are definitely right, We should have never taken the job. [redacted] would have been perfect for this type of customer. They would have never been this hands on and involved for sure. If you like we can transfer all of your warranty over to them. NO PROBLEM. Just call American Standard an ask for it, we will gladly and happily agree. We stand behind the installation, have been there many times with American Standard and we the professionals and reputable companies, found nothing is wrong with the system installed. We can’t just try to change it to a 3 ton without absorbent cost and it simply just don’t work that way.  It was all about the money and the reason you went with the lowest bid asking us to match it in my office. Brand names have nothing to do with size and BTU’s only quality. It is evident we stand behind our work with your brothers satisfaction and the reputation you keep mentioning and know we have. Again problem customer and complainer is spot on here. This will be my last response with this as I have done all I can  do for you. Have your warranty information converted to [redacted] and I am sure you will be much happier. At this point we have done all we can do for you and there is nothing to fix.

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.
Once again, Mr. [redacted] admits, "We did offer to return to check to see if the gas valve was the issue
and, as a courtesy, I would not have charged even if it was not the gas valve."  As I have stated previously, I agreed to this offer and this appointment was scheduled with my mother waiting at my home for the repair technician.  Therefore, Mr. [redacted] continues to misstate the reason for the cancelled appointed.  He previously stated I "was seesawing back and forth
with the offer, it may have gotten cancelled in our system".  In his most recent statement he suggests that "The call was cancelled as you the customer was not available."  So which is it?  It may have gotten cancelled or it was cancelled?  I was seesawing or I was unavailable?  The answer is none of the above.The answer is found in Mr. Sidoti's own words.  "Her unwillingness to pay if the gas valve was not the issue is the issue here." That is the reason he went back on the offer made by his employee for a return appointment at no charge, that he himself admits was made, and cancelled the appointment without even the courtesy of a phone call.   This matter is not closed because Mr. [redacted] has yet to make the situation correct for his customer.  I request again a full refund of the cost of the gas valve and the service charge to install the gas valve.I will have my mother, [redacted], email you, [redacted], to provide a statement that she was waiting at my residence for the repair technician.  
Regards,
[redacted] Email from mother:Concerning the complaint by [redacted] against Sal's Heating and Cooling: [redacted] asked me if I could come to wait for the serviceman who was scheduled for October 27, 2015. [redacted] had had previous work done by Sal's, but the furnace was still not operating correctly. The serviceman was scheduled to come that morning to check the problem as a follow up to the original service.I arrived at the house at 7:30 am and waited until 11:00 am when [redacted] said she had called Sal's to see when someone would be arriving.  She was told that no serviceman was being sent and that they hadn't gotten around to calling and telling her that.Therefore my entire morning was wasted due to the lack of consideration and poor service on the part of Sal's Heating and Cooling.I hope that this issue can be resolved in an equitable manner.Sincerely,[redacted]

Revdex.com:
Again, I appreciate [redacted] sending a tech out to finally get the install of the A/C working as it should have when it was first installed. While I disagree with the policy and process of Sal's. It appears we are now discussing a difference of opinion, expectations and standards of which mine I feel are higher/different than those of the business of its installers. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that we can agree to disagree on the final matter.
Regards,
Dr. [redacted]

I am sorry but that is not going to happen. The unit is 20 years old. The men have confirmed they did not do this and a drain pan should hold up to a furnace install and if it don't then a new one will be needed and certainly not at my expense. I have no problem if you want someone else to do this for you. I feel you are not being realistic or understanding. One thing is for sure, I am not fixing this and I really don't think the pan is even available. Unless you want to purchase a new AC unit there is nothing I can do because that is what you need as it is 20 plus years old. How about we blame the age of the drain pan and not my company. Nobody should be weary doing business with Sal's ever, as we always take care of a issue that is our fault or under warranty. We will not cave to this nonsense when it is obvious age and condition is the reason. I see this all the time. So you will not convince me otherwise. Good luck and hope we can work it out but it appears we will not. Thanks, Sal

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 spoke with a representative from [redacted] who I asked about why I was charged the extra service charge when I felt that the complete install (which would have included a thermostat, but I opted to keep my [redacted]), the installers didn't inspect the installed [redacted]/wires.  Even when the initial tech came out, he refused to listen to what I had already diagnosed and instead charged me money. When I spoke with [redacted], after the initial complaint, he sent his experienced tech who corrected the issue.   So far, there have not been additional issues with the unit.  I want to say thank you to [redacted] for finally getting the right person out there to fix the issue with the installation of the A/C.The remaining issue which I have yet to get an answer on is the added service charge. If an assumption was made by the installers rather than checking the thermostat, and even after I explained it on the phone and in detail to the initial inexperienced tech, I'm wondering if that service charge was appropriate.
Regards,
[redacted], M.D.

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]

August 24, 2015
This letter will serve as the written response to your complaint dated 7/31/15.
Response: Since the Revdex.com does not investigate the full validity of their consumer complaints, we will provide the truthful details on the following matter.
We are responding to address Dr. [redacted]'s concern regarding the added service charge.
Our previous response explains in detail why the charges were appropriate. We would not have checked inside the wall as the thermostat was installed by a previous installer or home owner, not by Sal's Heating and Cooling, Inc. and the air conditioner was working properly on the day of install and when our service technician came out to diagnose the issues they were having. Our installation did not cause the issue that prevented Dr. [redacted]'s air conditioner from working properly. His service ticket clearly states that if the issue was not due to our install, charges would apply. We did, however, return at No Charge to correct the issues Dr: [redacted] was still having which led to our finding the wiring issue. We again apologize for the inconvenience to Dr. [redacted] and are pleased to hear that all his equipment is working at this time.
Thank you in advance,
[redacted] President & CEO Sal's Heating and Cooling, Inc.[redacted]