Superior Heating & Cooling

The men who installed our new furnace were professional, courteous and extremely polite They explained the thermostat and the functions to our understanding They also did an excellent job of cleaning up!

Today Customer service guys Joe and Pat under the leadership of Alan Mackey, installed a new air conditioner unit at my home in Florissant, MoI was very impressed with their professionalism, courtesy, ability and know how of what they were doing, Alan called my after they had finished to see if I needed anything else, I was very happy with the follow up call and the great service I will recommend Superior in the future if I know of any one needing service, again thank you guys very muchVaron

Please see below our response to the complaint that was submitted on 7/10/2017, with an ID of [redacted] We installed Ms [redacted] ’s Bryant Air Conditioner on August 23, Included with the purchase was year free service Invoice for purchase is attached Ms [redacted] did not have a Spring Check Up performed The first Spring Check Up we did was May of The Service ticket for this checkup is attached, and as you can see no issues were found Ms [redacted] signed this Service ticket July of was the next Spring Check Up, again Service ticket attached There were no issues found again Ms [redacted] also signed this Service ticket If Patrick, our Service Tech since 2003, so for over years had found any issues during the Spring Check Ups they would have been noted on his Service tickets There are no notes on these Service tickets because he did not find any of the issues the customer states And again remember the customer signed these Service tickets, so by doing so she was satisfied with the work performed and what is written on the Service ticket Please note on our Service tickets, where the customer signs it reads “signature below constitutes acceptance of above service performed as being satisfactory – and that the equipment has been left in good condition” Ms [redacted] did not call us for a Spring Check Up in She called us after her new home warranty company came out, on July 1, We went out on July 3, and brazed the joint and charged the unit The Service ticket is attached Customer again signed Service ticket and paid the $ We can’t understand how a “new” home warranty company, who had never been there before, found an issue we had not found in the past plus years or how they determined it was an "install issue", since they had never been there before Also, why didn’t the home warranty company make the repair at no charge to the customer, under her warranty Please remember we were not brought into this situation until after the new home warranty company was there The customer had not contacted us until after their visit on July 1, There are no Superior Service tickets that support customer’s claims nor do we as a HVAC company in business for over years, with an A+ rating with the Revdex.com, agree with customer claims but for the sake of customer satisfaction we will refund customer the $196.00, in the form of her payment, which was a credit card We suggest that she use her new home warranty company for her future HVAC needs We believe she will then understand the Superior Service she has received Revdex.com, please check our Revdex.com site and you will see the reviews we get from our customers Please let us know if you need any further information or if we can help in any way We take pride in being a 3rd generation family owned company for more than years, with an A+ Revdex.com rating and want to keep it that way Thank you

Initial Business Response / [redacted] (1000, 5, 2015/02/03) */ I am Sorry Mr& MrsW are unhappy with our company Enclosed you will find a copy of the original invoice dated March 9, The manufactures warranty is clearly stated as well as our one year free service I would also like to state that Mr& MrsW have not requested any preventive maintenance on the equipment in the almost years that it has been in service, although they have received two letters (Spring & Fall) of every year to inform them that it is time for the bi-annual Clean & check Specials, as do all our customers The call for service on January 30, 2015, is the first Service Call on this equipment since the installation in March of It is possible to misdiagnose a problem with the electronic built in furnaces today(Everyone can make a mistake occasionally) If Mr& MrsW paid over $for $control board then they are complaining about the wrong companyOur company did not install a control board Mr& MrsW check was in the amount of $and paid to our technician on January 30, The check has been returned via U.S mail today February 3, Respectfully submitted, [redacted] Vice President Superior Heating & Cooling Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/02/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Your technician did not even check the control board, and had no idea there was a problem with the control board, Your Technician said the problem was the pressure switch, so if I would have had your technician fix what he said was wrong I would not have a heat, and your company would not have fixed the real problemAs for letters to remind us of bi-annual clean and check specials you may have mailed them but I did not receive them

Service was very good above and beyond [redacted] was very thorough and the workers [redacted] and [redacted] were very good and efficient We would highly recommend Superior to others

I knew I needed furnace repairs for awhile, when the heat did not come on I was referred to Superior Although the technician did not have the part he needed, he promised he'd return the next dayHe did!He was very professional and listened to my concerns Superior will get my business from now on

Dear Revdex.com, please see our response below There are several details the customer left out Superior’s Service Tech was there on December 13, and found that both the control board and the thermostat were bad The service ticket is attached for the work that was performed and was signed by the customer, proving the system was in good working order when he was done with repair We did not hear from customer again until 1/6/ which is days later, not days as customer states The issue customer had on 1/6/had nothing to do with the original repair made It is a completely different problem, with equipment that is 16+ years old See service ticket for 1/6/attached It states found furnace out on main limit Also, blower wheel making noise and shaking Service Tech told her he would get the prices from [redacted] on Monday, January 8, and call herwhich he did Service Tech quoted an installed price of $for the blower and $for the main limit Customer refused repair Customer was told both times that Service Tech went there how much the service call would be Customer knew how much the parts (installed) would be before the repair was made on 12/13/17, and signed both tickets We use flat rate pricing for replacing parts That is a installed price, for both the part and the labor charge We do not break out parts and labor charges We never have in the 45+ years we have been in business The policy is the same for all customers Customer originally contacted us for on 12/13/for an estimate on a new furnace and AC We sent our estimator out, at no charge, and provided the estimate She told our estimator that the AC was not working, which is why she thought the furnace was blowing out cold air Customer stated she could not afford new equipment and opted for us to send a service technician out to repair Equipment does not appear to have been installed by a reputable HVAC contractor as it is not sized correctly for the duct work or the house size Superior does not feel customer is owed any money back On 12/13/we made a repair and the system was working On 1/6/we made another service call and diagnosed the new problems, which we should have been paid for Customer is making very slanderous comments about Superior for no valid reasons, which needs to stop immediately

Customer states it all when in her first sentence she states the NEW problem The new problem occurred days after we repaired the furnace The customer had heat when we made the repair for the original problem The new problem has nothing to do with the repair made on December 13th, days earlier Customer is not stating the truth with regard to limited warranty on the bottom of the service tickets she signed (attached) it actually states“Parts installed – days, Service Call – days (on original repair only) Again, the new problem has nothing to do with the repair made on December 13th We just inherited another contractor’s problems, since the unit is oversized for the size of the house and duct work Customer knew the AC did not work hence the reason she originally called for an estimate on new equipment

Their technician Dave told me that I would need a whole new air conditioner because my compressor was badThey wanted $at a minimum to fix the problemI had another company come outThey found that a wire leading to my compressor had a burned terminalHe charged me $45!!!! Superior heating and cooling are either crooks or they hire completely incompetent people to represent their company

Fifth time we have used SuperiorThey are always professional and fairFrom Dave the tech, to Joe the lead installer and Jackie in the office, they were all great helping us with our new furnace

Great, consistent service for over years

Complaint: ***
I am rejecting this response because:
-the new problem was not detected when the HVAC professional first inspected the furnace and did the diagnostic test.-and parts and workmanship are warrantied for days and it has not been days yet.-I still have the original problem of no heat
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/02/27) */
I am sorry MsS feels this wayOur policy is to provide excellent service to all customers
We have been in business for over years and have an A+ rating with the Revdex.comWe have tens-of-thousands of satisfied customers
MsS was
referred to our company by a good friend of hers who has been a very good customer of ours for many years using our company for service and installation
On 11/20/MsS called for service and we responded promptlyThe service technician found the ignitor bad and replaced it with a new OEM ignitor identical to the one that was in thereAfter installing the ignitor and further diagnostics, the service technician found a faulty control module and replaced that also with authorization from MsSFurnace was operating properly after the repairs
On 2/2/MsS called for service and we prom,ply respondedThe service technician found that the year old mercury thermostat was not calling for heat at desired temperature settingThe service technician also recommended that she change the furnace filter monthly
On 2/3/MsS called for service again and we promptly respondedAfter checking the furnace, the service technician recommended replacement of furnace due to the age of the furnace, cost of replacement parts/repairs and we would give MsS a discount of $off cost of new furnace due to the repair work already done by our company
On 2/24/MsS called the office and wanted to talk to a manager and was told he was out of the office and would call her back early next morning (2/25/15) Mr*** called her back and listened to her complaints and concernsMsS also told him that she had (2) other HVAC companies out and they told her we put in the wrong ignitor but she did not provide documentation stating thisMr*** stood by the repairs done on her furnace and agreed in good faith to refund $MsS accepted his offer and a check for $was mailed to her on 2/25/
On 2/26/we received her complaint from the Revdex.com after mailing a check for $to MsSAlso we received notice by mail that she was disputing the charges of $on her credit card which was also credited back to herMsS had already taken these action before even talking to our company and as a result has already received a total of $back from our company

Our company policy is and has been for the entire years we have been in business to quote a complete installed price. The quote / invoice spells out exactly what is included, such as equipment, materials, permits and labor. We simply do not itemized costs. This policy is the
same for all customers

December 5, 2016 Revdex.com Complaint #*** Customer asked for a settlement of $68.00, which was the total charge for the service call, which we have already refunded. We sent as soon as we spoke with gentleman who lives there. Our policy is and has
been for the years we have been in business to deal with any concern a customer might have, but in fairness we should be allowed that opportunity before a complaint is filed with the Revdex.com. Customer called the office late in the day on 11/to talk with owner, immediately after the service man left their house. The customer’s Revdex.com complaint states that the service man did not arrive until 4:30pm, stating he had missed the two hour service window of to 4pm Our office closes at 4:30pm, so the customer’s timeline is not accurate... The owner did in fact return the customer’s call in the AM on 11/29, and there was no answer, so he left a message. The customer filed this complaint before we were even able to talk to them. Since then we have spoken with the gentleman that lives in this house, not the woman that wrote this complaint, and he understands why we did not repair the existing humidifier and recommend it be replaced, very simply it was a consumer grade humidifier, not a professional series... which will continue to cause them issues. There is a cost of doing business, for getting the service tech to a customer’s house, that the lady does not understand, hence the reason for the $service charge - which again has been refunded. We are sorry the customer was not happy with our service and have refunded her money, which is exactly what she asked for. Please let us know if you have further questions or need additional information... we are happy to help. *** ***President

We have used Superior as our furnace and air conditioning service and repair company for over yearsService is always scheduled in a timely fashion; they call before arrival; they always explain what the problem is and the cost before they start work; technicians are always polite and respectful; always cleanup after they work; there is always a REAL person to answer when you call and she is nice and friendly
Superior Heating & Cooling is an excellent company

Initial Business Response /* (1000, 6, 2016/01/08) */

Complaint: [redacted]
I am rejecting this response because:
-it is not a "New" problem.-it was part of the original problem and their fix only lasted less than 24 days.-I still have no heat; I have additional issues with the furnace due to the service person's negligent work on the furnace.-Their service person was not competent to work on the furnace.  -I would like a refund of the money I have spent so far so that I can find another competent repair company.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
     FYI - Have not received the credit of $196.00 on credit card at this time.               Yes I did sign the receipts in spring of 2015 and 2016 with [redacted] as my tech from Superior Heating and Cooling.  This situation has been a real learning lesson for me.  Was not aware that someone coming to your home for a particular service has to document everything that was discussed and that upon signature you are stating you are satisfied.  To me that is a loop hole to be screwed by the company you are doing business with, which in my case it certainly was. But at least I am aware now.         [redacted] (President of Superior) stated in phone conversation that [redacted] would receive the same amount of pay regardless of what type of work was done at my home, which just confirms what [redacted] was doing purposely.  He doesn't document the TRUTH of what verbally takes place on the receipt he writes up, the boss backs his employee (which he should) the tech then can decide if he is in the mood to work hard for his money or to have an easier work day. [redacted] is basicly covering his butt for not doing the work he is SUPPOSED to be doing.  That is why when I asked him to clean my AC unit on the 2016 visit to my home his response was, " ah really you want me to".  He did not want to provide service he was paid to do for whatever reason, too hot, lazy, hung over from night before, whatever!!         As far as why I called the my Home Warranty service, was because no they don't clean it but I don't want by me NOT having them come out yearly (for FREE) for AC unit and furnace check there be a loop hole for them in the future to not cover a problem.  The Home Warranty Company did not fix my problem because they stated it was an 'Improper Installation" issue and my Home Warranty Service does not include "improper installation" on someone ELSES CRAP WORK!!  Its a good thing I had Home Warranty Company come to my home with the 100 degree temperatures we are embarking on and given the stunt [redacted] was pulling.  And even when [redacted] came out on July 3, 2017, did a crap job according to who fixed it properly.  Again, the company I hired to fix after [redacted], said it was a terrible braise job and stated it was improper install and got my AC unit up and running properly and they warranty their braise work!           NEVER will I do business with Superior Heating and Cooling.  LESSON LEARNED AND THANK YOU!!!                                        
Sincerely,
[redacted]ti [redacted]

Customer has not received the credit as this is the first we have heard back from her since our response to her original complaint.  Also, due to PCI compliance she will have to contact us with regard to the credit card refund, as we do not have the credit card information to issue a refund.   We feel that if customer was not satisfied with our services she would not have continued to call us in both May of 2015 and July of 2016.  Nor would she have signed the Service tickets.  Again, where the customer signs it reads “signature below constitutes acceptance of above service performed as being satisfactory – and that the equipment has been left in good condition”.  If the customer did not agree with what was written on the Service ticket she should not have signed them.   Again, if Patrick, our Service Tech since 2003, so for over 14 years, had found any issues during the Spring Check Ups they would have been noted on his Service tickets.  There are no notes on these Service tickets because he did not find any of the issues the customer states.    The unit had been working just fine for the past 3 plus years.  Still have no idea how another contractor determined it was an "install issue", since they had never been there before.   There are no Superior Service tickets that support customer’s claims...  nor do we as a HVAC company in business for over 45 years, with an A+ rating with the Revdex.com, agree with customer claims...  but for the sake of customer satisfaction we will refund customer the $196.00, in the form of her payment, which was a credit card.  Again, she needs to contact us with her credit card info.  We suggest that she use her new home warranty company for her future HVAC needs.  We believe she will then understand the Superior Service she has received.