Revdex.com:For the four previously scheduled service attempts that we did approve, we were never requested to provide a credit cardThe representative for this company has lied to us and the Revdex.com; at this point, we would not trust Sparks Monroe with our credit card informationNor do we trust them to come when scheduled, or that any work would be done correctly--the job wasn't done right the first timeWe expect a full refund and an apology in writing from the company, specifically from the representative *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We had a maintenance call on our furnace conducted on 11/4/ First off, we were given a time block of 12-4pm, so I had to make arrangements with work At 4:that day, I had to call the office to ensure we were still on the schedule as the time block had passed with no call from the office or technician The technician arrived around 5:30pm that day, conducted the maintenance and made his recommendations We paid him for that service The next day, I called the office to schedule the repair and was told that I needed to pay half up front before the repair could even be scheduled I paid $and scheduled for Friday, 11/7/for the same time block of 12-4pm Once again, the time block came and went with no communication from the office or the technician Well after 4pm, the technician called to inform me he was not able to come and we would need to reschedule He unequivocally stated that he could not complete the repair that night He further was unable to reschedule with me as he doesn't maintain the scheduling book I immediately called the office and was told the scheduler was not available and that it was highly unlikely that we could get another appointment before 11/19/ Perhaps that would have been a good time for her to tell me they have a hr emergency line, instead of telling me it would most likely be another weeks before they could come back to my house I requested the manager to please call to discuss I did not receive a call back I then called again on 11/10/to request a refund and was told that only the manager is able to authorize that I left more messages that day for the manager to call me regarding a refund and received no call back I called again the next day, Tuesday 11/11/and was again told that the manager was not available and no one there could help me I left another message asking for the manager to call me regarding a refund I have NEVER spoken to a manager regarding this issue despite my numerous requests for a return call I am still waiting for a call back to discuss this issue but continue to get the run around each time I call I have also sent a letter to the company requesting a refund
Because I had already rearranged my schedule twice and then was told that I most likely wouldn't get the service completed for almost two weeks later, I was forced to go with another provider Having a technician tell us we have a gas leak isn't something we are willing to wait on, especially this time of the year when we need to run the furnace and we have young children The bottom line is they were paid money to complete a service on 11/7/ They canceled that appointment after we had been waiting for them for hoursWhy would I then tell him not to come when I needed the gas leak repaired? I have made numerous calls to the office to request a refund and have yet to receive a call back to even discuss the issue They are holding money for a service that they canceled, forcing us to seek business elsewhereI am requesting a full refund
Regards,
*** ***
Here is the invoice for the work that was done
Not sure what other supporting documentation you would needLet me know and I will provide it
Thanks,
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
If you look back at my initial complaint I noted in there that I was disputing the charges with my credit card companyMy complaint read "I have since disputed the charges on my credit card, and Monroe Sparks contends that they provided the work on my furnace, and have challenged the dispute..." The credit card rep indicated to me that I've been issued a temporary refund as MrSparks continues to contest the refundIf MrSparks is longer contesting the refund with my credit card company, I will accept this resolution
Thanks,
***
Sparks went out for service on 8/6/to ** *** *** *** *** *** was given a proposal for work that needed to be done on her chimneyShe had signed and authorized the contract for the work to be completed, she also had put a half deposit down on the work in the total of
$with a checkBalance is due upon completion of workWe contacted her multiple times in order to schedule the work to be completedEach time she would tell the office that she was waiting for her insurance agent to approve this so that she would be able to pay the balance when the work was completedWe called Ms*** on 8/10/15, 9/3/15, 9/18/and then finally spoke with her on 9/17/She spoke with the office manager and stated that she no longer wanted the work doneShe stated that someone told her that the work wasn't necessary and wanted to cancel the contractI explained to the customer that she had singed the contract back on 8/6/and the terms for cancelling the contract states, "you the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transactionsee notice of cancellation on back for an explanation of this right." Under this is her authorized signatureWe are still wanting to complete this chimney work for her at ** *** *** *** ** *** Attached is a copy of the contract that she had signed as well as the explanation of her rights to cancel this contract
This is the same exact letter that they sent me when I initially contacted the companyThis in no way gets me any sort of refund for the rude discriminatory behavior displayed by the technicianI filed the complaint with the Revdex.com based on this letterTo resolve this situation I would like a monetary refund from the company
Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards
*** ***
Ms ***,
" line-height: 115%"> In response to your letter post marked March 25th 2014, in regards to work that was performed at *** *** ** Rochester NY The cost of the service you paid was a total of $838.08, $of that you knew of prior to that dateThat makes a difference of $which you were informed and authorizedYou are asking for $refunded which is more than the differenceWhen dealing with electronics sometimes you have to have Function A happen before Function B worksThe Circuit board and gas valve are very finicky products, periodpricing on a smart valve ( also known as a dumb valve) is $594.00, they are known to be unreliableWe discounted it by $for you which is all our profit and labor costsJust to try to extend a courtesy to youWe did that repair for you at almost half price
You stated that you were trying to get a hold of *** boss to speak with him directly, well his boss wasn't available, and *** was calling around on his cell phone trying to get a solution to your no heat problem We apologize if the tech was abrupt but we don't hire them for their manners, we hire them for their expertise, the technicians try to be courteous and professionalWe understand that it is not pleasant to have no heat, and knowing that it is going to cost you money to fix itBut when a customer says that they are not going to pay but want the work done anyway that that raises a red flag, the technicians task is to make sure that the work that is being performed is paid forIf they leave a house without payment then it does get deducted from their payThis is the reason for the check being written the way that it was that dayBottom line if you threaten not to pay then we can change our payment arrangements as we see fit
Before our technician went home that day you had heat, and your family was warmWe are sorry that you are displeased with the service, so for any further work we would appreciate you calling someone else for all your heating needs
Sincerely,
Darren Sparks
Sparks Monroe Heating & Chimney did a great job
Called to have my oil burning furnace cleaned, and they fit me in quickly, showed up on time, did the job very well, and explained everything as they worked
I also needed the chimney cleaned and some additional work, and they came back in a couple of days and did it all
The price was very reasonable and I would recommend them to anyone
Revdex.com spoke with the business today and the following was stated:
The policy is that whenever a service call comes in it is required for a credit card to be on file for payment of the service call fee if applicable, however if the issue is directly related to something that was previously done and that is the cause of the current issue, then there is no charge At this point we are not sure if the issues they have are due to any work that we performed, we don't know until we get there, and they would not authorize us to come out and inspect our work or the cause of the leakWe are still more then willing to assist the consumer at this point, but a credit card is required for the service charge, which will be refunded if the issue is related to work that we performed
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.
In addition to a refund for my purchase price, I would like a detailed written account of the tasks performed at [redacted] on January 27, 2015 as well as detailed written reason for repairs recommendation at that time.
And for the record: David fully understood that the I wanted to use a 50% off service call coupon for a Sunday service call - he stated that it was only valid M-F during regular biz hours. I pointed out that I was looking at a copy of it on their website, which such no such thing, and we debated this for a few sentences.
And for the record: the parts warranty on this furnace is not "extended" as per my certificate - I am aloud to use it with whichever contractor I choice.
It's too bad these local HVAC companies don't put as much effort into satisfying their customers in a fair and transparent manner as the effort they put into defending themselves after a complaint is filed with the Revdex.com. Don't forget customers also talk to each other.
,
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.
Regards,
[redacted]
Dear Revdex.com,
Instead of the business addressing the fact that I was lied to by their technician, they are hiding behind their contract. I feel violated as a home owner. I am a single mom, doing everything I can to keep my home safe and this company is supporting the use of scare tactics and lies by their technicians.
The delay initially was not due to waiting on the insurance company, I was waiting on a company called Neighbors Work (NW) I was actually trying to get a loan to pay for both issues that Sparks said needed to be addressed immediately, which combined was over 3k. NW has several steps to their application process that takes several weeks. It was during that time I had the person who maintain my furnace for 11 years ( which thankfully I did not sign a contract with Sparks). He is the one I would have hired to do the furnace work if it had actually been needed. He stated that the work the Sparks technician said was DIRE, that I had to have done immediately and quoted over 2k for, was not needed. All that was needed was the vent cap. He then checked the chimney at my request and found minor repairs that were needed, but not the major repairs that the Spark technician said was needed. He suggested I get another opinion on the chimney since he admitted this was not his specialty. I then had ANOTHER company come out to get yet another opinion and he checked both the furnace and chimney as well. His opinion mirrored the second opinion, not Sparks'. At this point they can keep the deposit and I will chalk it up to a lesson learned, but I should not have to pay them a penny more. They are supporting unscrupulous practices and to say I am disappointed in the service would be a serious understatement.
[redacted]
Mr. [redacted] has been credited back via credit card for the amount he was disputing, minus the cost of the service call which was previously agreed upon.
Sparks Monroe installed an 80% [redacted] for [redacted]...
[redacted] on March 2nd 2015. This was done as an emergency service call because the
customers Furnace had died. (Attached is copy of all invoices and contracts). As per the contract the furnace was installed to existing ductwork, gas, electric, venting, and thermostat. It was discussed with Mr.[redacted] at the time of the install that the chimney was not up to code and would need addressing. Customer declined at that time and just wanted to furnace installed. On August 2nd 2016 The customer called Sparks Monroe and spoke with the office manager regarding his venting issue, this was after [redacted] had come out been to his house. Sparks Monroe had left a quote for a chimney liner for him when the furnace was installed. Sparks Monroe agreed to come out and take a look at his furnace and venting for him so that we could address his concern with the venting. An Appointment was scheduled for August 16th 2016 from 12-5pm (window block of time with a half hour heads up call to the customer letting him know we were on our way). Sparks Office Manager called Mr.[redacted] on August 16th 2016 @ 845am to inform him we were swamped with service calls and would not be able to make it out in the afternoon, a voicemail was left at that time, and asked he give us a call back to reschedule the appt. Mr. [redacted] called at 1245pm and was not happy that we were not there yet. He stated he made an appt at 12pm and no one had called or showed to his home on ** [redacted]. I explained that we never make exact time appts only do our scheduling in block appts from 8-12pm or 12-5pm with a call when we are on our way. At that time I let the customer know that we had left him a message that Am at 845am letting him know we wouldn't be able to make it out today. He then insisted that we come out today and today only because he was leaving for New Jersey that day, and if we did not show up that day then he would be in contact with his lawyer. The customer was very abusive and began using extremely profane language. The office Manager offered the next available appointment for service but the customer refused and hung up the phone. The next day August 17th 2016 Sparks Office Manager called Mr. [redacted] and was able to schedule him an appointment for August 26th 2016 from 12-5pm, this is when he stated he would be back from NJ. When our technicians arrived on 8/26/16 at 4:22pm Mr[redacted] would not let our technicians inside his home to inspect. Our Techs briefly talked to the customer about his furnace install and contract and again offered options for this to resolve this issue with him chimney, just as we had done back in March 2015. Each option and suggestion that was offered was immediately declined and refused. At this point the Customer, Mr.[redacted] asked us to leave his property and refused to sign the invoice from this service appointment. Attached you will find all invoices and contracts from when we were out for service at [redacted]
We have been dealing with Sparks Monroe for years and are extremely pleased with the quality of their work and the knowledge, courtesy, and friendliness of their staff. They have kept our equipment running efficiently and have performed repairs as well as installing new equipment when needed at a reasonable price. Their communication is excellent and they do what they say.
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.This is the same offer I received over 7 weeks ago and I told them it was unacceptable then. Not to be too blunt, but they are lying.
I made an appointment and paid for it in Novenber of 2014. After multiple cancellations they finally showed up on May. I should have known better, but the technition seemed nice so I scheduled the work.
I NEVER said that my driveway needed resealing. They looked at the pictures I provided and told me that since they felt the driveway needed resealing that they would only have to pay 1/3. Their attitude was since it needed sealing they were only going to pay 1/3. My driveway does not need sealing and I had no intention of doing it this year. They also NEVER had anyone look at my driveway and are making up that price.
I am not sure if there was a slow up on your end, but I suspect they took the full six weeks to get back to you just like they took over 6 months to complete a couple of hours work for me. They are also lying to you just like they did to me.
One last thing that I noticed they did not comment on. They sold me a container of sealer that I was told if I didn't by now would cost me 4x as much later. I know have a can of sealer sitting in my garage and an unsealed chimney.
I want to reiterate, I never said my driveway needed sealing. They never got an estimate on my driveway.
These people are scam artist and I do not want to see this happen to anyone else.
Regards,
[redacted]
Mr. [redacted] had contacted out office in regards to his chimney needed to be inspected as well as a new cap. He stated that he was unsure if he needed a chimney sweep or just the inspection. Normal cost of the sweep is 129.95 and the cost of a chimney service call is 109.95. He agreed to get the...
inspection done. While there our technicians informed him that he needed a new cap as well as pointing out things that needed to be fixed. The crown was cracked and the flashing was needed sealed, this is all marked down on his invoice. The cost of a new cap was quoted to him and he agreed to purchase, since he was a great customer and purchased a cap from us we decided to lower the cost of their service call to 89.95 instead of the 109.95. We ordered the cap and in 6 days we were back to install it for him. The total that he paid was 291.54 ( including tax).
Yes, I received a refund from Groupon. I am not looking for a monetary settlement from Sparks. I think the public should know how they treat customers. Other consumers will lose money working with this business. They should not have groupon and living social offers, both currently running...for the same service..at 2 different prices, if they are not going to service the customer. Scheduling appointments and cancelling at the last minute for other customers. They are not an urgent care facility or 911. They schedule appointments with me, they should honor the appointment emergency or not. Instead they cancel and tell me there are other priority customers to attend to.
Thank you,
[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 worked on my own behalf with groupon and they issued a credit (not a refund). Based on additional research I have learned that MANY others in my community have had similar experiences in my community and when work was done, people did not seem happy. I do not want them in my home at this point, as they seem to be a disreputable company.
Regards,
[redacted]
David came for furnace maintenance and cleaningOn time, courteous, efficientGood job
Revdex.com:For the four previously scheduled service attempts that we did approve, we were never requested to provide a credit cardThe representative for this company has lied to us and the Revdex.com; at this point, we would not trust Sparks Monroe with our credit card informationNor do we trust them to come when scheduled, or that any work would be done correctly--the job wasn't done right the first timeWe expect a full refund and an apology in writing from the company, specifically from the representative *** *** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
We had a maintenance call on our furnace conducted on 11/4/ First off, we were given a time block of 12-4pm, so I had to make arrangements with work At 4:that day, I had to call the office to ensure we were still on the schedule as the time block had passed with no call from the office or technician The technician arrived around 5:30pm that day, conducted the maintenance and made his recommendations We paid him for that service The next day, I called the office to schedule the repair and was told that I needed to pay half up front before the repair could even be scheduled I paid $and scheduled for Friday, 11/7/for the same time block of 12-4pm Once again, the time block came and went with no communication from the office or the technician Well after 4pm, the technician called to inform me he was not able to come and we would need to reschedule He unequivocally stated that he could not complete the repair that night He further was unable to reschedule with me as he doesn't maintain the scheduling book I immediately called the office and was told the scheduler was not available and that it was highly unlikely that we could get another appointment before 11/19/ Perhaps that would have been a good time for her to tell me they have a hr emergency line, instead of telling me it would most likely be another weeks before they could come back to my house I requested the manager to please call to discuss I did not receive a call back I then called again on 11/10/to request a refund and was told that only the manager is able to authorize that I left more messages that day for the manager to call me regarding a refund and received no call back I called again the next day, Tuesday 11/11/and was again told that the manager was not available and no one there could help me I left another message asking for the manager to call me regarding a refund I have NEVER spoken to a manager regarding this issue despite my numerous requests for a return call I am still waiting for a call back to discuss this issue but continue to get the run around each time I call I have also sent a letter to the company requesting a refund
Because I had already rearranged my schedule twice and then was told that I most likely wouldn't get the service completed for almost two weeks later, I was forced to go with another provider Having a technician tell us we have a gas leak isn't something we are willing to wait on, especially this time of the year when we need to run the furnace and we have young children The bottom line is they were paid money to complete a service on 11/7/ They canceled that appointment after we had been waiting for them for hoursWhy would I then tell him not to come when I needed the gas leak repaired? I have made numerous calls to the office to request a refund and have yet to receive a call back to even discuss the issue They are holding money for a service that they canceled, forcing us to seek business elsewhereI am requesting a full refund
Regards,
*** ***
Here is the invoice for the work that was done
Not sure what other supporting documentation you would needLet me know and I will provide it
Thanks,
***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
If you look back at my initial complaint I noted in there that I was disputing the charges with my credit card companyMy complaint read "I have since disputed the charges on my credit card, and Monroe Sparks contends that they provided the work on my furnace, and have challenged the dispute..." The credit card rep indicated to me that I've been issued a temporary refund as MrSparks continues to contest the refundIf MrSparks is longer contesting the refund with my credit card company, I will accept this resolution
Thanks,
***
Sparks went out for service on 8/6/to ** *** *** *** *** *** was given a proposal for work that needed to be done on her chimneyShe had signed and authorized the contract for the work to be completed, she also had put a half deposit down on the work in the total of
$with a checkBalance is due upon completion of workWe contacted her multiple times in order to schedule the work to be completedEach time she would tell the office that she was waiting for her insurance agent to approve this so that she would be able to pay the balance when the work was completedWe called Ms*** on 8/10/15, 9/3/15, 9/18/and then finally spoke with her on 9/17/She spoke with the office manager and stated that she no longer wanted the work doneShe stated that someone told her that the work wasn't necessary and wanted to cancel the contractI explained to the customer that she had singed the contract back on 8/6/and the terms for cancelling the contract states, "you the buyer may cancel this transaction at any time prior to midnight of the third business day after the date of this transactionsee notice of cancellation on back for an explanation of this right." Under this is her authorized signatureWe are still wanting to complete this chimney work for her at ** *** *** *** ** *** Attached is a copy of the contract that she had signed as well as the explanation of her rights to cancel this contract
This is the same exact letter that they sent me when I initially contacted the companyThis in no way gets me any sort of refund for the rude discriminatory behavior displayed by the technicianI filed the complaint with the Revdex.com based on this letterTo resolve this situation I would like a monetary refund from the company
Revdex.com
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint
Regards
*** ***
Ms ***,
" line-height: 115%"> In response to your letter post marked March 25th 2014, in regards to work that was performed at *** *** ** Rochester NY The cost of the service you paid was a total of $838.08, $of that you knew of prior to that dateThat makes a difference of $which you were informed and authorizedYou are asking for $refunded which is more than the differenceWhen dealing with electronics sometimes you have to have Function A happen before Function B worksThe Circuit board and gas valve are very finicky products, periodpricing on a smart valve ( also known as a dumb valve) is $594.00, they are known to be unreliableWe discounted it by $for you which is all our profit and labor costsJust to try to extend a courtesy to youWe did that repair for you at almost half price
You stated that you were trying to get a hold of *** boss to speak with him directly, well his boss wasn't available, and *** was calling around on his cell phone trying to get a solution to your no heat problem We apologize if the tech was abrupt but we don't hire them for their manners, we hire them for their expertise, the technicians try to be courteous and professionalWe understand that it is not pleasant to have no heat, and knowing that it is going to cost you money to fix itBut when a customer says that they are not going to pay but want the work done anyway that that raises a red flag, the technicians task is to make sure that the work that is being performed is paid forIf they leave a house without payment then it does get deducted from their payThis is the reason for the check being written the way that it was that dayBottom line if you threaten not to pay then we can change our payment arrangements as we see fit
Before our technician went home that day you had heat, and your family was warmWe are sorry that you are displeased with the service, so for any further work we would appreciate you calling someone else for all your heating needs
Sincerely,
Darren Sparks
Sparks Monroe Heating & Chimney did a great job
Called to have my oil burning furnace cleaned, and they fit me in quickly, showed up on time, did the job very well, and explained everything as they worked
I also needed the chimney cleaned and some additional work, and they came back in a couple of days and did it all
The price was very reasonable and I would recommend them to anyone
Revdex.com spoke with the business today and the following was stated:
The policy is that whenever a service call comes in it is required for a credit card to be on file for payment of the service call fee if applicable, however if the issue is directly related to something that was previously done and that is the cause of the current issue, then there is no charge At this point we are not sure if the issues they have are due to any work that we performed, we don't know until we get there, and they would not authorize us to come out and inspect our work or the cause of the leakWe are still more then willing to assist the consumer at this point, but a credit card is required for the service charge, which will be refunded if the issue is related to work that we performed
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.
In addition to a refund for my purchase price, I would like a detailed written account of the tasks performed at [redacted] on January 27, 2015 as well as detailed written reason for repairs recommendation at that time.
And for the record: David fully understood that the I wanted to use a 50% off service call coupon for a Sunday service call - he stated that it was only valid M-F during regular biz hours. I pointed out that I was looking at a copy of it on their website, which such no such thing, and we debated this for a few sentences.
And for the record: the parts warranty on this furnace is not "extended" as per my certificate - I am aloud to use it with whichever contractor I choice.
It's too bad these local HVAC companies don't put as much effort into satisfying their customers in a fair and transparent manner as the effort they put into defending themselves after a complaint is filed with the Revdex.com. Don't forget customers also talk to each other.
,
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.
Regards,
[redacted]
Dear Revdex.com,
Instead of the business addressing the fact that I was lied to by their technician, they are hiding behind their contract. I feel violated as a home owner. I am a single mom, doing everything I can to keep my home safe and this company is supporting the use of scare tactics and lies by their technicians.
The delay initially was not due to waiting on the insurance company, I was waiting on a company called Neighbors Work (NW) I was actually trying to get a loan to pay for both issues that Sparks said needed to be addressed immediately, which combined was over 3k. NW has several steps to their application process that takes several weeks. It was during that time I had the person who maintain my furnace for 11 years ( which thankfully I did not sign a contract with Sparks). He is the one I would have hired to do the furnace work if it had actually been needed. He stated that the work the Sparks technician said was DIRE, that I had to have done immediately and quoted over 2k for, was not needed. All that was needed was the vent cap. He then checked the chimney at my request and found minor repairs that were needed, but not the major repairs that the Spark technician said was needed. He suggested I get another opinion on the chimney since he admitted this was not his specialty. I then had ANOTHER company come out to get yet another opinion and he checked both the furnace and chimney as well. His opinion mirrored the second opinion, not Sparks'. At this point they can keep the deposit and I will chalk it up to a lesson learned, but I should not have to pay them a penny more. They are supporting unscrupulous practices and to say I am disappointed in the service would be a serious understatement.
[redacted]
Mr. [redacted] has been credited back via credit card for the amount he was disputing, minus the cost of the service call which was previously agreed upon.
[redacted] left a voice mail for Revdex.com and stated that the consumer has received a refund through a credit card chargeback.
Sparks Monroe installed an 80% [redacted] for [redacted]...
[redacted] on March 2nd 2015. This was done as an emergency service call because the
customers Furnace had died. (Attached is copy of all invoices and contracts). As per the contract the furnace was installed to existing ductwork, gas, electric, venting, and thermostat. It was discussed with Mr.[redacted] at the time of the install that the chimney was not up to code and would need addressing. Customer declined at that time and just wanted to furnace installed. On August 2nd 2016 The customer called Sparks Monroe and spoke with the office manager regarding his venting issue, this was after [redacted] had come out been to his house. Sparks Monroe had left a quote for a chimney liner for him when the furnace was installed. Sparks Monroe agreed to come out and take a look at his furnace and venting for him so that we could address his concern with the venting. An Appointment was scheduled for August 16th 2016 from 12-5pm (window block of time with a half hour heads up call to the customer letting him know we were on our way). Sparks Office Manager called Mr.[redacted] on August 16th 2016 @ 845am to inform him we were swamped with service calls and would not be able to make it out in the afternoon, a voicemail was left at that time, and asked he give us a call back to reschedule the appt. Mr. [redacted] called at 1245pm and was not happy that we were not there yet. He stated he made an appt at 12pm and no one had called or showed to his home on ** [redacted]. I explained that we never make exact time appts only do our scheduling in block appts from 8-12pm or 12-5pm with a call when we are on our way. At that time I let the customer know that we had left him a message that Am at 845am letting him know we wouldn't be able to make it out today. He then insisted that we come out today and today only because he was leaving for New Jersey that day, and if we did not show up that day then he would be in contact with his lawyer. The customer was very abusive and began using extremely profane language. The office Manager offered the next available appointment for service but the customer refused and hung up the phone. The next day August 17th 2016 Sparks Office Manager called Mr. [redacted] and was able to schedule him an appointment for August 26th 2016 from 12-5pm, this is when he stated he would be back from NJ. When our technicians arrived on 8/26/16 at 4:22pm Mr[redacted] would not let our technicians inside his home to inspect. Our Techs briefly talked to the customer about his furnace install and contract and again offered options for this to resolve this issue with him chimney, just as we had done back in March 2015. Each option and suggestion that was offered was immediately declined and refused. At this point the Customer, Mr.[redacted] asked us to leave his property and refused to sign the invoice from this service appointment. Attached you will find all invoices and contracts from when we were out for service at [redacted]
We have been dealing with Sparks Monroe for years and are extremely pleased with the quality of their work and the knowledge, courtesy, and friendliness of their staff. They have kept our equipment running efficiently and have performed repairs as well as installing new equipment when needed at a reasonable price. Their communication is excellent and they do what they say.
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.This is the same offer I received over 7 weeks ago and I told them it was unacceptable then. Not to be too blunt, but they are lying.
I made an appointment and paid for it in Novenber of 2014. After multiple cancellations they finally showed up on May. I should have known better, but the technition seemed nice so I scheduled the work.
I NEVER said that my driveway needed resealing. They looked at the pictures I provided and told me that since they felt the driveway needed resealing that they would only have to pay 1/3. Their attitude was since it needed sealing they were only going to pay 1/3. My driveway does not need sealing and I had no intention of doing it this year. They also NEVER had anyone look at my driveway and are making up that price.
I am not sure if there was a slow up on your end, but I suspect they took the full six weeks to get back to you just like they took over 6 months to complete a couple of hours work for me. They are also lying to you just like they did to me.
One last thing that I noticed they did not comment on. They sold me a container of sealer that I was told if I didn't by now would cost me 4x as much later. I know have a can of sealer sitting in my garage and an unsealed chimney.
I want to reiterate, I never said my driveway needed sealing. They never got an estimate on my driveway.
These people are scam artist and I do not want to see this happen to anyone else.
Regards,
[redacted]
Mr. [redacted] had contacted out office in regards to his chimney needed to be inspected as well as a new cap. He stated that he was unsure if he needed a chimney sweep or just the inspection. Normal cost of the sweep is 129.95 and the cost of a chimney service call is 109.95. He agreed to get the...
inspection done. While there our technicians informed him that he needed a new cap as well as pointing out things that needed to be fixed. The crown was cracked and the flashing was needed sealed, this is all marked down on his invoice. The cost of a new cap was quoted to him and he agreed to purchase, since he was a great customer and purchased a cap from us we decided to lower the cost of their service call to 89.95 instead of the 109.95. We ordered the cap and in 6 days we were back to install it for him. The total that he paid was 291.54 ( including tax).
Yes, I received a refund from Groupon. I am not looking for a monetary settlement from Sparks. I think the public should know how they treat customers. Other consumers will lose money working with this business. They should not have groupon and living social offers, both currently running...for the same service..at 2 different prices, if they are not going to service the customer. Scheduling appointments and cancelling at the last minute for other customers. They are not an urgent care facility or 911. They schedule appointments with me, they should honor the appointment emergency or not. Instead they cancel and tell me there are other priority customers to attend to.
Thank you,
[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 worked on my own behalf with groupon and they issued a credit (not a refund). Based on additional research I have learned that MANY others in my community have had similar experiences in my community and when work was done, people did not seem happy. I do not want them in my home at this point, as they seem to be a disreputable company.
Regards,
[redacted]