Superior Heating & Cooling

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, 2013.  Included with the purchase was 1 year free service.  Invoice for purchase is...

attached.   Ms. [redacted] did not have a 2014 Spring Check Up performed.   The first Spring Check Up we did was May of 2015.  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 2016 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 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.  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 2017.  She called us after her new home warranty company came out, on July 1, 2017.   We went out on July 3, 2017 and brazed the joint and charged the unit.  The Service ticket is attached.  Customer again signed Service ticket and paid the $196.   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 3 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, 2017.   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.  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 45 years, with an A+ Revdex.com rating and want to keep it that way.   Thank you.

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, Mo. I 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 much. Varon.

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.

Customer states it all when in her first sentence she states...  the NEW problem.  The new problem occurred 24 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, 24 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 – 90 days, Service Call – 14 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.

Initial Business Response /* (1000, 5, 2015/02/03) */
I am Sorry Mr. & Mrs. W are unhappy with our company.
Enclosed you will find a copy of the original invoice dated March 9, 2007. The manufactures warranty is clearly stated as well as our one year free service.
I would also like to...

state that Mr. & Mrs. W have not requested any preventive maintenance on the equipment in the almost 8 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 2007. It is possible to misdiagnose a problem with the electronic built in furnaces today. (Everyone can make a mistake occasionally)
If Mr. & Mrs. W paid over $1100.00 for $400.00 control board then they are complaining about the wrong company. Our company did not install a control board.
Mr. & Mrs. W check was in the amount of $56.00 and paid to our technician on January 30, 2015. The check has been returned via U.S mail today February 3, 2015.
Respectfully submitted,
[redacted]
Vice President Superior Heating & Cooling
Initial Consumer Rebuttal /* (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 problem. As for letters to remind us of bi-annual clean and check specials you may have mailed them but I did not receive them.

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 day. He did!. He was very professional and listened to my concerns . Superior will get my business from now on.

December 5, 2016
 
Revdex.com
 
Complaint #[redacted]
 
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 45 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 11/28 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 2 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 $68.00 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.
 
 
[redacted]
President

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, 2017 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 1/6/18...  which is 24 days later, not 10 days as customer states.   The issue customer had on 1/6/18 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 1/6/18 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, 2018 and call her.... which he did.  Service Tech quoted an installed price of $225.00 for the blower and $187.00 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 12/13/17 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 12/13/17 we made a repair and the system was working.  On 1/6/18 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.

I have used this business for years. My repair man always arrive quickly ,by 8am. He is professional, polite. His work is superior. I highly recommend this company