Stramowski Heating Inc

""Ray....." / "[Member Name Removed]" / "All Other Review Site Alter Egos": We're flattered you chose us to attack, but please include the name of the other "HVAC company" you called so we know which competitor company you work for. Also....... please stop posting fake reviews on all local review sites just to smear other companies. Our techs are good at what they do. Also real customer would have called us and given us an opportunity to demonstrate our outstanding customer service... and actually exist in our database."

"Your vile messages to my office triggered all of this. You used the word "rape" in your message which flagged it otherwise I would have likely never known about the years of abuse my office staff subject themselves to. It was disgusting and the woman that brought it to my attention had a real issue with it. She also had a problem with your subsequent messages involving race and ethnicity and gender. You launched an assault on this business and me personally and you want to lecture me on humility? Sir, it is clear you aren't satisfied. You do not know the differences between gross and net profit or you would more closely understand how we arrive at such pricing. Despite all of your personal attacks I did the only professional thing I could. I ignored the personal insults and comments and refunded you based on our 100% satisfaction guarantee. You're incorrect about the warranty issue. I forwarded you a copy of the 10 year warranty. It was, in fact, registered per the contract. I can see you're well-acquainted with the law; however, if you wish to seek any legal remedy you feel might be available to you, you might want to consult with a legal professional. Finally, it is my belief that there is no further response to your comments. They're all personal and I chose to remain professional despite your direct personal attacks against me. There is no resolution I could possibly offer that would meet your level of satisfaction. And, you might want to watch that Fox6 clip again. It had nothing to do with pricing and everything to do with how companies do business. As you can see, we followed through on every promise we made including refunding you. The only difference is you're no longer our client. I wish you the best with your new contractor and I sincerely hope they meet your expectations!"

"Hello [Member Name Removed], I took the time to look into this immediately. I was able to get the initial call information and investigate what happened. This happened on a Friday night. It was the first cooler night heading into a cold weekend. When you called, the technician already had more "no heat" service calls to respond to yet that evening. As is always the case, we must prioritize no heat calls before other calls in our off hours. This is how our 24 hour service works. True24 is a pricing program and double coverage program. It isn't designed for the purposes of checking equipment already heating. I certainly apologize for that not being more clear. Your call will be the subject of some training. At no point in your initial call to our technician did he refuse service. He merely ran through a series of tests over the phone to make sure that the technician that was at your home earlier in the day didn't inadvertently leave the unit off. It was demined during that process that the system was in fact heating and that the thermostat was simply not in a call for heat. You became noticeably agitated and grew more angry throughout that process and began issuing demands and threats of writing negative reviews hence why I'm responding now. As a matter of company policy I don't permit our technicians to argue with homeowners. This is why our technician disengaged and suggested you discuss the issue with the office. Bottom line, your system had heat. The other current customers on our on call technician's schedule board did not have heat. We do our best to get to everyone in the most efficient manner possible. Our office did have contact with you on Saturday, the day after the apparent problem. One of our office staff attempted to schedule a return trip on Saturday, Sunday, and a few other days during the week. None of these days worked for you. You ended up scheduling an appointment for two weeks from now on a Thursday. I can appreciate you being dissatisfied but engaging in an argument with an on call technician is not the best way to handle things. I would have been happy to take any issue up on Saturday or the following week. That is my job after all. It's clear Stramowski Heating did not meet your standard of services. Based on your statements to our technician, office, and left on our voicemail, we can only surmise that you'll be using a different contractor moving forward and have taken steps to terminate your business relationship with us. While we'd love the chance to try, I really don't know if we'd be able to accommodate your expectations 100% moving forward as I'm not sure it's humanly possible. Our collective goal here at Stramowski is to get a great rating from all of our customers. It's very unfortunate how short we fell on this one. I wish we would have done better and you can rest assure going ahead, we'll be doing some serious training. This is one of those few cases where I am going to invoke our 100% Satisfaction Guarantee. So, per the guarantee, I issued a refund check for 100% of what you paid for your tune up. I also had the office staff unscheduled any future calls you may have with us, including the service callback on Thursday the 11th. I sincerely hope you might consider us again in the future if your new contractor doesn't work out. Perhaps we'll be able to better serve your needs and, as always, thank you for this valuable feedback! Thank you, Phil Lorum General Manager Stramowski Heating Inc"

"My apologies on your experience. Our company gives you options. Our pricing is based on many things. You're always welcome to shop your repair pricing. This is why we have our upfront pricing system. Keep in mind that you do get what you pay for and in the case of a repair, you're not just paying for a part. I can assure you that nobody was trying to push you into purchasing a new system. I'll be sure to note your experience in your account with us and use it as a matter of training notwithstanding. Thank you for your feedback!"

"Hello [Member Name Removed], I attempted to find your service call; unfortunately, your name and address don't appear in our system. It appears you're posting on behalf of someone else. Notwithstanding, if you can contact the office, I'm happy to issue a full refund for the $105; however, I'd need to speak to the account owner and verify his/her dissatisfaction. You may also contact me by email to request your refund. Just call us at 414-762-6457 to get the refund request email address as Angie'[Member Information Removed] List won't let me use the "at" sign in this response. Please provide the address and/or name of the person your posting on behalf of and I'll have our office cut a check to that person based off of the invoice we collect on back in July of 2017. Once verified, I'll be able to create the credit which we can cut a check back for services rendered. Thank you, Phil Lorum"