Complaints

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After years of good service from Shavitz, the last two years have been unfortunately very disappointing. My wife and I spent over a year trying to track down a problem in one of our AC units which turned out to be fixable by a simple repair. I think we had at least 3 if not more service calls prior to the ultimate repair. In the meantime, we wasted electricity on a condenser which would not shut off until a contact switch was replaced. I spent hours trying to remedy the situation as the temperatures in half our house in summer were driven down to the low 60s at times. We would wake up cold in the middle of summer. I discovered that traipsing down to the basement and shutting off the unit at the circuit breaker would temporarily solve the problem. I did this countless times at all hours of day and night. We tried multiple times to work problems through with Shavitz technicians. Since the problem coincidentally started after we installed new smart thermostats, and one of their techs thought it might be a faulty thermostat, I spent hours getting replacements under warranty and installing, testing, trading out new vs old units, reprogramming them, all to no avail. Interestingly, I described the problem to a rep of another HVAC company, and before I had even finished the story, they said "sounds like you needed a new contact switch." In the end, a relatively inexpensive repair.I have been on the phone with Shavitz service department multiple times. I asked to have my concerns escalated. I was told that they would escalate my concerns. I have heard nothing. I would appreciate at least a prorated refund on our service contracts as minimum consideration for the prolonged inconvenience and poor responses, some refund on money for service calls which didn't fix a problem, and a refund on the ultimate repair/parts, and some refund on wasted electricity.

  

  Business response

  11/06/2024

  See copy of the email string with the client below.  This has been resolved with the client.

  
  Dec 31, 2022, 2:48 PM
   
  to ********
  
  Hi ******* and ********,
  
  Sorry about the late response, I was out of town last week and also sorry to hear about your frustrations and the issues your system has been having.  I looked over the history and see that we were out twice last summer (2021) and were not able to get the problem to present itself in front of the technician but did recommend the new contactor during that second, September visit and provided an estimate to replace it which was declined at that time.  During the June visit in 2022, ******** was able to confirm this diagnosis was correct and you gave him approval to replace it at that time.  I think we were good up until that point but that's where we went off the rails.  You called in during that June visit to discuss a refund and we should have taken the time to look through the history and communicate that we had recommended to replace that part the prior year.  Instead we apparently didn't put in any effort to look into this and get you a response and proceeded to not call you back or address this issue despite you patiently calling back several times in an attempt to get resolution.  What could have been a simple explanation spiraled into a negative situation leaving a deservedly sour taste in your mouth.  I checked the notes in your file and see that a refund of $263.34 has been initiated internally for the prorated remainder of your maintenance plan.  Has anyone communicated this to you?  I apologize for the lack of communication and will see to it that this refund is processed.
  
  Thank you for your business through the years and would love the opportunity for another chance if you decide you aren't satisfied with your current contractor.  Happy new year and let me know if you would like to discuss further.
  
  Bronson     
  
   
  
  ******** & ******* ****** /
  Jan 3, 2023, 8:59 AM
   
  to me
  
  BronsonWe were not told that the credit had been issued to us.  Thank you for processing that and for letting us know.  
  
  ******* ******
  Sent from my iPhone
  Sorry for brevity, typos, and autocorrect oddities. 
  
  
  
  
  

  Customer response

  11/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  12/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  had a tech sent to my house to diagnose my tankless water heater on 12/08. He ended up breaking an **ring upon inspection, after breaking the **ring he calls their parts provider Munch, who does not have these on hand as the model is discontinued. He states he will place the order and would come back the next day to replace the o ring he damaged, along with others that he said would also be needed. He offered re assemble the plumbing he took apart minus the broken * ring. I declined that he put back together the plumbing since it would only cause a leak with out the * ring, and since he said he would come back the following day. What he did next was bill me for the diagnosis, and left me with no H*T water. Mind you our tankless water heater was working and providing hot water before he came it just had a minor leak I wanted inspected. The next day I do not hear back from the individual so I follow up with your customer service team, they then follow up with the parts team and say they parts are back ordered for the 3-4 weeks, the customer service rep then tells me my unit is old and I am better off buying a new unit if I want a quick resolution to no having **************, I just wanted the technician to see what the problem was with the leak, not to damage parts that are back ordered..especially when hot water is crucial in our home during the winter. Additionally the Technician, hid 2 brackets that were apart of the part he broke. I called the company on12/10 to have the technician return those parts, I was told they needed a credit card to return. 12/12 they send back the technician who happens to find the parts. They tried to take advantage that my unit was broken by themso that they can hold me hostage by having them pay to put in a new unit I know this as we had another company come in and quickly fix the problem they left. ******* the owner while initially helpful, stopped responding to my emails for a refund of my 254$

  

  Business response

  11/06/2024

  *** ****** - This one I do remember (unfortunately)!  The client called due to a leaking tankless water heater.  The technician found water leaking from a failed gasket which was intermittently causing the unit to shut down.  The technician took the unit apart to attempt to temporarily repair the gasket but it unfortunately deteriorated too far and appeared that someone else had already attempted to fix it and failed.  The technician told the client we'd have to order the parts and return and offered to reassemble the unit temporarily which the client declined.  The client became aggressive at this point and looked up the technician's profile on ******** and literally began making fun of his family (thankfully that's the only time that has happened, knock on wood!).  The technician got out of the situation and left the home.  The next day we called the supplier and these gaskets were backordered by 3 weeks.  Upon speaking with the client he became agitated again and also accused our technician of stealing some brackets.  We sent the technician back at no charge to show him where the brackets were.  I did speak with the client and resolved it but don't recall any further details or if a refund was requested or given.  I asked my finance team to verify that and will get back to you.  As this is a 2 year old complaint, do you need any more information and if so, how do you suggest we resolve it?
  
  Thank you!
  
  Bronson    

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩