S & R Heating, Cooling & Appliance Repair

"[Member name removed] Thank you for contacting our company July 6, 2015 regarding the service we provided on August 16, 2010 (over 5 years ago). We contacted you directly on Monday morning July 6, 2015 to discuss your concerns about your air conditioner. We set up an appointment for the next day, Tuesday July 7th to send a technician to your home to inspect the air conditioner. We did NOT charge you any fees to come back and inspect the system even though other companies would say that it has been over 5 years since we were last out to look at the air conditioner. Or the air conditioner needs to receive proper maintenance from a reputable company every year to ensure it is running properly. As we explained to you over the phone if we did something wrong we want to make it right with our customers because we stand behind our technicians work. Our technician inspected the air conditioner system and found all temperatures, pressures and sub cools were perfect according to manufacturers guidelines. Our technician showed you the gauges/ reading directly to prove the air conditioner was not over charged and was perfectly fine. Our company prides itself on customer satisfaction and high work standards. We strive to make sure every customer receives prompt service in a professional environment from technicians that are courtesy and knowledgeable. Thank you for allowing our company the opportunity to come back and reevaluate the work we performed over five years ago. If you should have any future concerns about your equipment I hope you will remember the high quality service that we provided today. Thank you again."

"Response by Scott, owner of the company...One of my employees responded within 1 hour to an end-of-the day service call by Mr. Schiefelbein. He diagnosed the problem as a bad motor and since it was the end of the day the parts stores were closed so we called back the next morning with the price. Mr. Schiefelbein agreed to the price of $900 which included parts, labor, diagnostic charge, one year warranty, tax and shipping. We returned with the part in a timely manner (it was a special order part), completed the repair after which Mr. Schiefelbein signed the receipt and paid the bill in full. It was only after the fact that Mr. Schiefelbein decided to question the price. He stated that he found the part online for cheaper and through a local reseller for less as well. He may have found it for less but as an authorized dealer, we try not buy parts off the internet or from local resellers. We buy original manufacturer's parts from local distributors which support their products and warranties as well. After Mr. Schiefelbein called me, Scott the owner, to discuss his concerns, he said that he would like an adjustment on his bill. I offered him an adjustment of $20 to $100 which he rejected and declined to mention in his review. After that he stated that he would like a "significant refund." Since we couldn't come to terms, he stated that we were done doing business together. This was the fifth service call we have done for Mr. Schiefelbein so he has obviously been satisfied with our work in the past. In closing, I would like to state that the price was agreed to up front, there was no pressure involved in the quote and the temperature outside was mild so freezing temps were not a factor. He paid the bill and signed the receipt without any issues. We feel we did our job and we even offered him a price adjustment after he raised his concerns. We are consistently an Angie's List A-rated business and a Super Service Award winner. Sincerely, Scott Sicard, Owner S&R Appliance"

"Dear Homeowner, We are happy that you were pleased with your service from our company. We strive to do the best work for our customers, by being prompt and giving quality work to you. We look forward to a continued working business relationship. Sincerely, S&R Heating, Cooling & Appliance Repair, Inc."

"Dear Customer, We are happy that you are satisfied with our service and products. It has a been a pleasure to work with you on your projects. S&R Heating, Cooling & Appliance Repair, Inc."

"Thank you [member name removed] for your comments and feedback regarding the service you received on January 21, 2015. Any feedback that we receive from our customers makes us better at our jobs. Our company policy is to charge a trip fee to come to the property and diagnose the problem with an appliance. After a diagnoses is made the technician writes up a proposal including the cost to repair the appliance. This proposal includes parts, labor and any tax associated with the work. We repair the appliance in a timely manner and warranty all parts and labor on the work we perform. If the customer does not want to repair the appliance, the customer is still responsible for the trip fee to diagnose the problem. It sounds like the technician tried to repair the coupler on your washer (a much cheaper repair) but after digging further found that the transmission had gone bad. The cost for the material (transmission) is a majority of the estimated cost to repair the washer. We understand your view and in these times the cost was unexpected and expensive to repair. Unfortunately, we can't diagnose a problem without coming out to the property, taking the appliance apart and looking directly at the parts to determine the condition and cost of the repair. I hope this helps clarify any misunderstandings regarding the trip fee. Thank you for your business and your feedback. We hope that we can help you with any future work."