Smart Choice Heating & Air

Response letter is attachedThank you and have a great day!In response to: ID [redacted] My name is [redacted] and I am the Administrator here at Smart Choice Heating and AirMystatement begins on Oct 12, 210S 08:30- ish a.mI had just returned from vacation and was met witha phone call from *** [redacted] , who is [redacted] 's Step Son-In-Law.I was unaware of the situation that had transpired between [redacted] 's sister and [redacted] themarketing manager, covering for me while I was awayAs I was speaking to Mr [redacted] , I realized thatI was not handling the situation as I was trained to do so I referred Mr [redacted] to the GeneralManager[redacted] is a customer of ours and on April 23, we were at her home doing annualmaintenance to her air conditioning unitAfter the maintenance the technician reported there weresome concerns he had found with her system, which was years oldMrs [redacted] elected to moveforward with the recommendations which came to a total of $1,All repairs were completed,upon completion Mrs [redacted] 's inquired on the cost of replacing her system versus the repair price ofwhich Is deducted from the replacement cost of a new systemSenior technician went out to the hometo verify the repair findings and to discuss replacement options with Mrs [redacted] 's and her Son ***.Smart Choice Heating and Air nat rate pricing for a single stage system Is at priced at $11,OnApril 23, 2015, Mrs [redacted] 's consented to the flat rate price of $11,with discounts and thecredit for the repair, the contract was signed and the install was scheduled by her on the April 25,We did not install on the 25'", we waited until the 27'" for her to make a more sound decision.On the April 27'" she wanted to cancel, it was still too costly for her and at that point in time theGeneral Manager gave her another $discountShe was then satisfied with her decision andthe Installation moved forward on the 28'" of April.Let us review the pricing,AFlat rate for Single Stage System $ 11,Refer to Pricing SheetB(Minus) Cost of repairs $ 1,Refer to Inv # ***C(Minus) Senior discount $ 1,692.00DSub Total for Sale $ 10,Refer to Sales ContractEAdditional Discount $ Given by General ManagerGrand Total of Mrs [redacted] 's Comfort $ 8,Refer to Loan documentsDuring the 8th to the 11th of October, the marketing manager took a phone call from the daughter of [redacted] This is [redacted] 's account of the conversation."To Whom It May Concern, the daughter of [redacted] had called in to Smart Choice Heating andAirShe claimed her mother was deceased, and that we were going to be suedI informed her thather mother was alive and well when we signed her up for her new heating and air conditioningsystem.""At that point the daughter changed gears and stated that we took advantage of her mother by sellingher a complete new HVAC system for $10,Ten thousand is a competitive price for a legitimateHVAC company to install a full HVAC system.""At Smart Choice we have hundreds of customers sold for the same priceUnbenouced to me at thetime our General Manager had actually gone back to Mrs [redacted] 's home and re-sold her the systemfor $8,000.00, to keep her happyEight thousand is way below what we normally sell a system for.The peculiar thing is that In a later conversation with our General Manager, it came out that thechildren of Mrs [redacted] had in reality had her put into a nursing homeShe was not deceased at all! - [redacted] ***"As for the concern of the type of S.E.E.Rand furnace rating, the senior technician discussed that withMrs [redacted] 's and her Son [redacted] while In the homeThey decided due to her age and her needs that itwould be more feasible to fit her with a simpler and less expensive systemMind you this decisionMrs [redacted] 's made to purchase her system was made over months ago and in the company of herSon ***Now that Mrs [redacted] 's is In the nursing home it seems that her daughter and husband nowfeel as if there's some sort of InjusticeWe would like to apologize for the confusion and hope that thisclears any unresolved issues that Mr [redacted] and others are having.Thank you for your time and patienceHave a wonderful day and Happy Holidays I

We are very sorry that you feel this wayWe will not call your mother again and will take her off all our call listsPlease feel free to call the office and talk to the general manager if need beOnce again sorry

Response letter is attached. Thank you and have a great day!In response to: ID [redacted]My name is [redacted] and I am the Administrator here at Smart Choice Heating and Air. Mystatement begins on Oct 12, 210S 08:30- ish a.m. I had just returned from vacation and was met witha phone call from [redacted]...

[redacted], who is [redacted]'s Step Son-In-Law.I was unaware of the situation that had transpired between [redacted]'s sister and [redacted] themarketing manager, covering for me while I was away. As I was speaking to Mr. [redacted], I realized thatI was not handling the situation as I was trained to do so I referred Mr. [redacted] to the GeneralManager.[redacted] is a customer of ours and on April 23, 2015 we were at her home doing annualmaintenance to her air conditioning unit. After the maintenance the technician reported there weresome concerns he had found with her system, which was 15 years old. Mrs. [redacted] elected to moveforward with the recommendations which came to a total of $1,299.95. All repairs were completed,upon completion Mrs. [redacted]'s inquired on the cost of replacing her system versus the repair price ofwhich Is deducted from the replacement cost of a new system. Senior technician went out to the hometo verify the repair findings and to discuss replacement options with Mrs. [redacted]'s and her Son [redacted].Smart Choice Heating and Air nat rate pricing for a single stage system Is at priced at $11,692.00. OnApril 23, 2015, Mrs. [redacted]'s consented to the flat rate price of $11,692.00 with discounts and thecredit for the repair, the contract was signed and the install was scheduled by her on the April 25,2015. We did not install on the 25'", we waited until the 27'" for her to make a more sound decision.On the April 27'" she wanted to cancel, it was still too costly for her and at that point in time theGeneral Manager gave her another $2000.00 discount. She was then satisfied with her decision andthe Installation moved forward on the 28'" of April.Let us review the pricing,A. Flat rate for Single Stage System $ 11,692.00 Refer to Pricing SheetB. (Minus) Cost of repairs $ 1,299.95 Refer to Inv # [redacted]C. (Minus) Senior discount $ 1,692.00D. Sub Total for Sale $ 10,000.00 Refer to Sales ContractE. Additional Discount $ 2000.00 Given by General ManagerGrand Total of Mrs. [redacted]'s Comfort $ 8,000.00 Refer to Loan documentsDuring the 8th to the 11th of October, the marketing manager took a phone call from the daughter of[redacted]. This is [redacted]'s account of the conversation."To Whom It May Concern, the daughter of [redacted] had called in to Smart Choice Heating andAir. She claimed her mother was deceased, and that we were going to be sued. I informed her thather mother was alive and well when we signed her up for her new heating and air conditioningsystem.""At that point the daughter changed gears and stated that we took advantage of her mother by sellingher a complete new HVAC system for $10,000.00. Ten thousand is a competitive price for a legitimateHVAC company to install a full HVAC system.""At Smart Choice we have hundreds of customers sold for the same price. Unbenouced to me at thetime our General Manager had actually gone back to Mrs. [redacted]'s home and re-sold her the systemfor $8,000.00, to keep her happy. Eight thousand is way below what we normally sell a system for.The peculiar thing is that In a later conversation with our General Manager, it came out that thechildren of Mrs. [redacted] had in reality had her put into a nursing home. She was not deceased at all! -[redacted]"As for the concern of the type of S.E.E.R. and furnace rating, the senior technician discussed that withMrs. [redacted]'s and her Son [redacted] while In the home. They decided due to her age and her needs that itwould be more feasible to fit her with a simpler and less expensive system. Mind you this decisionMrs. [redacted]'s made to purchase her system was made over 6 months ago and in the company of herSon [redacted]. Now that Mrs. [redacted]'s is In the nursing home it seems that her daughter and husband nowfeel as if there's some sort of Injustice. We would like to apologize for the confusion and hope that thisclears any unresolved issues that Mr. [redacted] and others are having.Thank you for your time and patience. Have a wonderful day and Happy Holidays I

On the 29th of June 2015, we had a scheduled appointment with [redacted], at [redacted] Calle [redacted], [redacted], Ca. [redacted], for 3 air conditioning tune ups. On the day in question [redacted] the technician was unable to complete the services that were expected, due to him running out of filters. [redacted]...

informed [redacted] of the situation and let him know that we will need to return to bring the other 2 filters at a later date. Even with the lack of filters, [redacted] completed a customer survey giving [redacted] an excellent score. We returned to the [redacted] home on Friday the 3rd of July 2015 to replace the 2 filters and move forward with the recommended repairs [redacted] requested to have completed. When [redacted] left the home on that Friday all 3 systems were working. Unfortunately in the night, the upstairs unit stop running. The morning of the 4th of July, Mrs [redacted] called to say that the upstairs unit was not working and requested to speak to a supervisor. I informed her that we will be out later on that day to fix the issue and that a supervisor will be calling her back within the hour. The supervisor returned Mrs [redacted]'s call to listen to her concerns. He assured her that we will be out to fix the issue and that we will make sure that everything is in working condition before [redacted] leaves. [redacted] spoke with Mrs [redacted] once he fixed the issue and offered her a discount for her inconvenience at which time she passed on the offer. As far as we knew everything had been taken care of and both Mr and Mrs [redacted] were pleased that the issued was fixed. We would like to thank Mr and Mrs [redacted] for bringing this up to our attention and informing us of their concerns. We believe that even in situations as this that there is always something positive to be found. Without such knowledge we would not be able to work on our faults. Thank you, Smart Choice Heating and AIr

In response to: ID [redacted]We will rebuttal in order.Mr. [redacted] is correct, I stand corrected. It was not his sister who called in it was a niece. The niece and [redacted] had the conversation that took place in regards to Mrs. [redacted] being deceased. I was just a messenger.As the General Manager told Mr. [redacted], we are not doctors and make no effort to act as if. I am sorry for the condition of the brother [redacted], but Mrs. [redacted] made it clear that there were no other parties she needed in her decision making. We welcome family and friends to be involved in the decision making of our customers. Pricing: Our flat rate pricing is standard. Every company has the right to charge fair prices for their services and we are in the middle. As for the $1,299.95 for the repairs recommended on invoice # [redacted]. If you look at the bottom of the invoice you will see the notation “Discounted repairs NO CHARGE customer replacing entire unit”. To add this charge into the equation is why Mr. [redacted]’s math is not calculating correctly. Again I stand corrected as to who called into the office and spoke with [redacted]. I was not here at the time so I really cannot speak on it. For the letter that was copied to us via [redacted], we have yet to receive the letter. Listed as # 8, As to our pricing, we provide quality service, maintenance, quality equipment, professional installation and deliver the customer the comfort they want. You can buy anything on the internet for whatever price and you can have cheap labor for installation. Again, we provide quality work and we do strive for satisfaction.Listed as # 9, I was only relaying the message from the conversation [redacted] and the “niece” had previous. As stated in the first response, see [redacted]’s statement. 7. Listed as # 10, As a company we stand on our prices and our services. [redacted] choose to go with the simplest equipment, she didn’t need anything more than that. We have our flat rate prices and they are standard in the industry. There are a number of companies that charge more, some less, this is their right as a company. [redacted] speaking to [redacted] and her Son about the S.E.E.R. and the furnace rating never happened. [redacted] does not speak to customers in the home during services. He is an office employee and his job title is Marketing Manager. The conversation Mr. [redacted] is referring to is when [redacted] spoke with the niece.8. Listed as # 11, Please recheck the math. Your remarks and comments will be noted and as to your impression of Smart Choice Heating and Air, we all have our opinions and Mr. [redacted] is entitled to his. It seems as though there is going to be nothing that will change for Mr. [redacted] and we apologize for the misunderstanding we had. All we can do is better ourselves as a company.9. Listed as # 12, there is no reimbursement going to be paid to Mr. [redacted] on behalf [redacted] a customer of Smart Choice Heating and Air. The prices are in order and no injustice was done towards Mrs. [redacted]. I’m not saying we are perfect but what I am saying is that we do pay attention to the needs of our customers.Yes, option # 4 is for the maintenance tune-up, and that is there specifically to protect the customer. We are required to document our finding to customer in regards to the maintenance of their system and that is exactly what we do. This is my second response to Mr. [redacted]’s dispute. Thank you very much and have a terrific day! [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution. Please respond in this space ONLY]
Regards,
[redacted] I will respond to Smart Choice's rationalization of their business practices which resulted in my complaint, which is simply that they took advantage of [redacted] who is 88 years old. They sold her an overpriced heating and air conditioning unit for $11692.00, gave her discounts that they failed to add correctly, and indebted her for the rest of her life.My response by point:1) Per this response [redacted] has no idea to whom he spoke. The relationship of the person he may have spoken to changes with each response.  2) Smart Choice welcomes family to review decisionmaking. Not in this case! I would argue that anytime a salesman comes to your 88 year old Step-Mother's door and has her sign a contract indebting her for the rest of her life, someone else should review the sale. Even if the paperwork were clear, which it is not, I would not have recommended accepting this contract until additional bids were received. [redacted] was not encouraged to get additional bids.3) My reference to Smart Choice's pricing was to their statement, below, on their first response to my complaint (which was ingored in this response and redirected to the confusion on their Invoice and Sales Contract):  "Let us review pricing A. Flat rate for Single Stage System $11,692.00 Refer to Pricing Sheet B. (Minus) Cost of repairs $1,299.95 Refer to Inv #[redacted] C. ((Minus) Senior discount $1,692.00 D. Subtotal for Sale $10,000.00 refer to Sales Contract E. Additional Discount $2,000.00 Given by General Manager Grand Total of Mrs. [redacted]'s Comfort $8,000.00 Refer to Loan documents"As you can see items A+B+C do NOT equal D they equal $8700.05. With the additional discount given by the General Manager the Loan Contract should have been for $6700.05 The difference is $1299.95. All of this information was provided by Smart Choice in their response to my original complaint. If you refer to the original Sales Contract (previously submitted) the unit was listed at $10,000.00 with discounts equaling $2991.95 resulting in a cost of $7007.05. None of the unit costs less discounts equals $8,000.00 which is the value of the contract [redacted] signed indebting [redacted] until age 96.[redacted]'s comment that my math does not add up refers to a comment on the bottom of the Invoice #[redacted]. The quoted comment is accurate, however if she looks at the Sales Contract she will see that at the top right of the page the $1299.95 is listed as a discount as is the $1692.00 Senior discount. In the Total Summary it states,"SAVED $2991.95". The Total is listed as $10,000.00. If this is true then the cost of the unit would be $12,991.95, which they stated above was $11692.00. So, which number is correct? They are all over the map as to Value and Discounts. I believe they failed to do due dilligence as to the pricing offered and made a mistake which they refuse to admit to. If this is a normal business practice then 'shame on them"!4) See #1 above. The referenced letter was sent to [redacted] and CC'd and mailed to Smart Choice by my wife. (previously submitted) 5) If your comment "we strive for satisfaction" refers to a working unit then you are correct, otherwise you fail miserably! You know in your heart that you would not stand for any company to treat your Mother in this manner.6) See #1 above 7) I stand corrected following [redacted]'s statement [redacted] stated in her response that a senior technician discussed the S.E.E.R. rating with [redacted] and her son. Please see #1 above as to whom [redacted] thinks he spoke to. 
8) I have rechecked the math and I see a lot of misdirection. Neither the Sales Contract nor the response to my complaint agree with each other or result in a debt of $8,000.00 which [redacted] had [redacted] agree to. See Retail Installment Contract & Security Agreement (previously submitted)9) Not surprising, since my first conversation with [redacted] until today I have received much misdirection. From the hope that it was a simple mistake easily rectified to outright frustration. I am sure that there is not one employee at Smart Choice who would accept a Company treating their 88 year old Mother or Step-Mother in this fashion. My original request was to reamortize the loan, no money to [redacted] but to correct the error. [redacted], the General Manager, implied he liked that solution but needed the owner's approval. Now we are in a position where no resolution seems available. I am sorry to hear that as it tells me this has happened before. It is my opinion that INTEGRITY is not one of the qualities Smart Choice strives for.I would ask that Smart Choice correct the error they made in the installment contract value that they directed [redacted] to sign and submit an appology for the error, hopefully setting the stage for them to live up to their commitments to their customers of  "unsurpassed honesty and integrity service that you expect from your service provider".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 proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
In response to Smart Choices response to my complaint ID[redacted] I will refute each comment in order.1) [redacted] states that my sister and Nathiel had a phone conversation. This is not true as none of my sisters are involved in this dispute.2) I am dissapointed that [redacted] included  the comment that the replacement findings were discussed with [redacted] and her son [redacted] is 67 years old and has been Special Needs since childhood and has the mental capacity of a 12 year old. I don't expect the technician to evaluate the health of his customers but I do expect him to know when he is speaking to a child. Also the repair Order states that 'no other parties involved with decision'. I would expect a normal person would want additional family members be included when dealing with the elderly as Smart Choice does advertise on their website "We strive to provide professional service, unsurpassed honesty and integrity service that you expect from your service provider'. I give them a failing grade in achieving that goal.3) Pricing: A flat rate of $11,692.00 is excessive for a unit to heat and cool 1344 square feet. More importantly the dollars don't add up and never have. The Flat rate of $11,692.00 minus the cost of repairs discount $1,299 .95 equals $10,392.05 minus the senior discount of $1692.00 equals $8700.05 minus the additional discount of $2,000.00 from [redacted] the GM equals $6,700.05. [redacted] signed a contract for $8000.00. Using Smart Choices acknowledged pricing [redacted] was overcharged $1,299.95. On the copies of the contracts I have, my original stated overcharge of $991.95 was based on the cost of the unit being $10,000.00. Whoever calculated these prices forgot to gross up the flat rate to include the cost of repairs discount!4) [redacted] wrote [redacted]'s daughter called in stating [redacted] had passed. [redacted]'s only daughter passed away 5/29/2008. Her step-daughter, my wife [redacted], did not call Smart Choice however she did copy them in a letter dated 7/23/2015 sent to [redacted] Finance concerning the retail Installment Contract for this unit signed by [redacted] and [redacted]. This letter states [redacted] was admitted into a hospital and later Skilled Nursing and that she could not afford to pay the loan so would send $25.00 a month. Letter attached.8) My only comment to [redacted]'s statement that $10,000.00 is a competitive price for a complete HVAC system causes me to ask 'if I can buy the equipment you installed (and I can , it is listed on the internet for ~$2000.00) then why did you charge her $11,692.00?'9) On 10/14/2015 I spoke with [redacted], the GM as per [redacted], and he told me he had written up our conversation and submitted it to the owner. He also stated that if it was up to him he would honor my request, and he then stated that he was very sorry that [redacted] had passed. I then told him I didn't know how he was misinformed but that she was now in assisted living have spent several days in the hospital and several weeks in Skilled Nursing. He told me that [redacted] had told him [redacted] was deceased.10) [redacted] stated that the SEER and furnace ratings were discussed with [redacted] and her son, basically a twelve year old, and that it would be 'more feasible to fit her with a simpler and less expensive system'. I can't imagine what an expensive system might cost if the less expensive system is $11,692.00. And I do feel that there is an INJUSTICE perpretrated by Smart Choice, preying on the elderly.11) All you really have to do is the math to realise that Smart Choice is playing with the numbers. Just adding up their stated charges and discounts does not get us to the $8,000.00 they had [redacted] sign a contract for. Their indignance to my suggestion that they took advantage of my step-mother-in-law says it all.12) All I can reasonably expect is for Smart Choice to reimburse [redacted] for the overcharge, using thier stated pricing that would be $1299.95.In closing I want  others to be aware that when a company offers a loss leader, in this case Option #4 for $49.95 (which I assume was for a Spring Inspection and Service as it is not defined on the Service Order) to expect to be upsold additional services, as happened in this case. Also I want this experience to go on record warning others who do do business with Smart Choice to look at their contracts very closly and to get more than one bid for the work to be done.Thank You, [redacted]PpWe strive to