ComplaintsforSchmitt, Inc.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We are on night 9 without any air conditioning. They have not communicated with us properly. when they ordered a part 4 days, Thursday, after ac went out, saying it would be in that day or next. Then 4 days later, Monday , a tech comes out saying its the wrong part and that carrier will have to send an engineer. Again night 9 without air, with a family, school , work , in ******* heat. This is unacceptable

• Initial Complaint

  05/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 4/28 I called ******* due to my ac nit working..I set for the tech to come out and as there usual policy it's ****** for them to come out. It took a few minutes to diagnose the issue as a bad capacitor. It took another 10 minutes to install and that's it. So he gives us a bill for over ******. It actually took him longer to write the bill then fir the whole visit . But they said the capacitor was covered under warranty. As if they were doing me a favor. I called and complained and they said I am the only person who EVER disputes there blatant overcharging of their customers. Total 100% price gouging. To pay ****** for about 15 minutes of work. Total rip offs.

• Initial Complaint

  04/17/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had Schmitt **** come out to fix my hvac system 4/13/2023. They gave me a quote for the motor in the unit and upon repair the technician arched a wire and fried the entire unit due to negligence and lack of experience repairing the hvac unit. They admitted it was their fault but are refusing to fix the damages they caused.

• Initial Complaint

  09/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/2/22, I contacted Schmitt, Inc. regarding my issues with my A/C unit in the main floor and I explained to the dispatcher ****** that I have a ***************************** house, and that Schmitt *** installed the A/C unit, ******, and that I have 10 years warranty on the unit. I explained to her that I really have a problem with the unit, and I keep clearing the pipe, but it the unit keep stop working and I explained to her that since the unit is still under warranty, someone should come and inspect the unit itself, the problem is not coming from the pipe. I also explained to her that I clear the pipe and I pour a glass of vinegar in it on a monthly basis as I was told. She said you are doing what you suppose to do, and you need someone to look at the unit itself. I told her This is under the warranty and she confirmed that it is under warranty and scheduled a technician for 9/6/22.The technician *********** showed up on time and I explained to him what is going on. He kept telling me Your problem is the pipe getting clogged and that unclogging the pipe is not under warranty, I kept telling him over and over that I do understand that, and I do unclog the pipe myself and the water comes out very clear, nothing is clogging the pipe. He did not touch the unit; he did not even try to remove the front panel to see if there is anything blocking the water inside pan within the unit itself. In the morning of 9/7/22, I received an invoice for $109.00 which was a complete surprise to me. The dispatcher ****** confirmed to me that the unit is under warranty, she did not tell me that there is a service call. I called Schmitt ***. on 9/7/22, 9/8/22, 9/9/22, 9/12/22 (called twice), 9/13/22 (called twice), 9/15/22 to talk to one of the managers to cancel this invoice since I was told that the unit is under warranty, never received a call back from any manager. Today 9/15/22, I called another A/C company to come and diagnose the problem.

  Business response

  09/22/2022

  THE CUSTOMER DOES HAVE A PARTS WARRANTY, BUT THAT DOES NOT COVER LABOR/****/DIAGNOSTICS FEE.  CLEANING A DRAIN LINE IS NOT COVERED UNDER WARRANTY AND IS THE CUSTOMERS RESPONSIBILITY TO HAVE IT MAINTAINED AT LEAST ONCE A YEAR.  

  WE WERE OUT IN 2019 TO CLEAN THE DRAIN LINE (AT NO CHARGE TO THE CUSTOMER). 

  WE WENT OUT IN  AUGUST 2021 TO CLEAN THE DRAIN LINE; HOWEVER, CUSTOMER DECLINED TO HAVE SERVICE PERFORMED.  TECH QUOTED SEVERAL OPTIONS FOR YEARLY MAINTENANCE.  CUSTOMER NEVER CALLED THE OFFICE TO SET UP AN APPOINTMENT.

  WE WENT OUT IN SEPTEMBER 2022 TO CLEAN THE DRAIN LINE; HOWEVER, CUSTOMER REFUSED SERVICE AGAIN.  CUSTOMER WAS MAILED THE INVOICE FOR THE **** FEE WHICH THEY REFUSED TO PAY.

  Customer response

  09/23/2022

   
  Complaint: 18033041
  
  I am rejecting this response because:

  I really disagree with the statement that the technician offered to clean the pipe and I rejected his offer. This is absolutely incorrect statement that the technician made up. The technician said the problem is not the a/c unit, the problem is that your pipe is clogged and your warranty does not cover that, you need to have a plumber to clear the pipe. I told him I know how to clear the pipe myself and I have a shop vac to clear the pipe.

  I called Schmitt *** to examine the a/c unit itself, I never did ask them to clear the pipe. I told the dispatcher that that the pipes get clogged a lot and I do maintain it and add vinegar on a monthly basis. The dispatcher said you have a problem and we will send a technician to check the unit.

  The technician came and said the problem is your pipe and your warranty does not cover the pipe, you need to call a plumber to clear it. I told him I did not call you to clear the pipe, I know how to do it myself. He never offered to clean the pipe and he did not inform me or submitted an an invoice to me.

  I called Schmitt *** several time and told them if they come back and examine the unit itself I will pay the $109.00, I never never heard back from anyone. I requested to take to one of the manager, never heard from them.

  
  Sincerely,
  
  ***********************

  Business response

  09/27/2022

  WE ALREADY HAVE ONE OUTSTANDING BILL WHICH CUSTOMER REFUSED TO PAY.  WE CANNOT MAKE ANOTHER TRIP OUT UNTIL BALANCE IS PAID IN FULL.

  Customer response

  09/30/2022

   
  Complaint: 18033041
  
  I am rejecting this response because:

  Schmitt *** claims that there is an outstanding amount from last year. This is not true, the last year amount was paid in full  by check # **** in the amount of $96.00, paid on 8/5/21 and cleared my bank account on 8/16/21. I have requested a copy of the canceled check, please send me your email to send you a copy of the cashed check.
  
  Sincerely,
  
  ***********************

  Customer response

  10/10/2022

  Per your request, attached are 2 documents showing that prior year invoice was paid on time, on the day of service and was cashed by Schmitt **** the 2 documents are as follows:
  1-A copy of the canceled check # ****, dated 8/5/21 and cleared my bank account on 8/16/21and was endorsed by Schmitt Inc.
  2-A copy of the invoice, which I received from the A/R office of Schmitt **** showing that invoice # S-*****, date of service 8/5/21 was paid in full, $96.00, by check #**** and balance due is $0.00 (please see the bottom of the second page of the invoice)
  Therefore,Im requesting that this year invoice # S-***** dated 9/6/22 to be canceled. As I indicated previously, the dispatcher confirmed to me that the A/C unit is under warranty, never mentioned that there is a service call charges, the technician did not provide any services or diagnostic.  Im available by phone to further discuss this issue if necessary.

  Business response

  10/11/2022

  We did not ask you to provide proof that your invoice from 2021 was paid nor is that invoice in question.  The invoice from our last visit on 9/6/22 which has an open balance of $109.00 is what Schmitt is trying to collect. Until the balance is paid in full, your account will remain in inactive status and no service will be provided.

  Customer response

  10/11/2022

   
  Complaint: 18033041
  
  I am rejecting this response because:

  I really convinced that Schmitt ***** representative is not reading or responding to my issues and concerns.In their response dated 9/27/22 the management responded as follow: WE ALREADY HAVE ONE OUTSTANDING BILL WHICH CUSTOMER REFUSED TO PAY.  WE CANNOT MAKE ANOTHER TRIP OUT UNTIL BALANCE IS PAID IN FULL". This was the reason that I sent a copy of the canceled check to prove to them that I paid last year bill.

  Schmitt *** is not responding or addressing my issues related to 9/6/22 service, invoice # S-***** for $109.00.  The reasons that Im requesting that invoice to be canceled are:
  1-The dispatcher confirmed to me that the A/C unit is under warranty, never mentioned that there is a service call charges.
  2-The technician did not provide any services or diagnostic.
  Desired Outcome: is to cancel invoice # S-***** dated 9/6/22 due to the above reasons
  
  Sincerely,
  
  ***********************

  Business response

  10/13/2022

  WE ARE READING YOUR COMPLAINT AND AS PREVIOUSLY STATED, THE ONLY OUTSTANDING INVOICE YOU HAVE IS FOR THE SEPTEMBER 2022 VISIT.  NO PRIOR INVOICES ARE OR WERE IN QUESTION NOR DID WE ASK YOU TO PROVIDE PROOF OF PAYMENT FROM 2021.  WE CANNOT MAKE ANOTHER TRIP OUT FOR SERVICE UNTIL THE OUTSTANDING INVOICE FROM SEPTEMBER 2022 IS PAID IN FULL.

  Customer response

  10/13/2022

   
  Complaint: 18033041
  
  I am rejecting this response because:

  Im not asking Schmitt *** to make another trip. Simply, Im asking that you cancel the invoice from September 2022 because of the reasons I previously mentioned:

  1- The dispatcher confirmed that the A/C unit is under warranty, she did not state that the materials are covered, she never mentioned that I will pay $109.00 for service call, therefore it is the fault of the dispatcher that she was not clear about the warranty coverage.
  2- The technician did not touch the A/C unit, basically he said this is a plumbing problem and it is not under covered, which I know that and I informed him that I have a shop vac and I do clear the pipes myself.

  
  Therefore, Im asking to cancel the invoice related to the September 6, 2022 for $109.00.
  Sincerely,
  
  ***********************

  Customer response

  10/18/2022

  Per your request, please find attached are 2 documents showing that prior year invoice was paid on time, on the day of service and was cashed by Schmitt **** the 2 documents are as follows:

  1-     A copy of the canceled check # ****, dated 8/5/21 and cleared my bank account on 8/16/21and was endorsed by Schmitt Inc.

  2-     A copy of the invoice, which I received from the A/R office of Schmitt **** showing that invoice # S-*****, date of service 8/5/21 was paid in full, $96.00, by check #**** and balance due is $0.00 (please see the bottom of the second page of the invoice)

  Therefore, Im requesting that this year invoice # S-***** dated 9/6/22 to be canceled. As I indicated previously, the dispatcher confirmed to me that the A/C unit is under warranty, never mentioned that there is a service call charges, the technician did not provide any services or diagnostic.  Im available by phone to further discuss this issue, if necessary, ************.

  
  

  Please confirm that you have received the attachments.

  
  

  Thank you

  Business response

  11/01/2022

  AS PREVIOUSLY EXPLAINED SEVERAL TIMES, THE ONLY INVOICE THAT IS OR EVER WAS IN QUESTION IS INVOICE ***** FOR ****** FROM 9/6/22.  THE ****** IS OUR **** FEE.  ALL CUSTOMERS ARE ADVISED OF THIS FEE PRIOR TO APPOINTMENTS BEING SCHEDULED.  WE CANNOT "CANCEL" THE INVOICE BECAUSE THE **** MADE THE **** TO THE HOUSE.  THE CHARGE IS VALID AND OWED.

  AS PREVIOUSLY ADDRESSED IN EARLIER RESPONSE, CUSTOMER DOES HAVE A PARTS WARRANTY, BUT THAT DOES NOT INCLUDE LABOR/**** CHARGES.  

  CUSTOMER CAN CONTINUE TO DISPUTE THE INVOICE CHARGE, BUT WE WILL NOT PROVIDE ANY FURTHER SERVICE UNTIL THE BALANCE IS PAID IN FULL.

  Customer response

  11/02/2022

   
  Complaint: 18033041
  
  I am rejecting this response because:

  I truly reject the response from Schmitt **** When I called and I talked to the dispatcher, Ms. ******* she never told me that I will pay for the trip charges.  I asked her if the A/C is under warranty and her answer was Yes, it is under warranty.  She did not mention that only the parts are under warranty, and that i have to pay for the labor or trip charges. It is not fair from the Schmitt ****************** to say that " ALL CUSTOMERS ARE ADVISED OF THE *** PRIOR TO THE APPOINTMENT BEING SCHEDULED".  The only two PEOPLE were on the phone at the time of the call were me and ********************************** should have some courage and honesty and admit that she COMPLETELY FORGOT OR MISSED TO INFORM ME THAT THERE ARE LABOR OR TRIP CHARGES.  I only found out that i owe trip charges is when i received the invoice the following day.

  THIS IS ALL WHAT I HAVE TO SAY, MY STATEMENT ABOVE TO TRUE AND HONEST STATEMENT.  I REALLY RECOMMEND HAVING A PHONE CALL WITH A SCHMITT INC ADMINISTRATOR WITH THE PRESENCE OF AN REPRESENTATIVE FROM THE BBB.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Schmitt **** Installed the **** system on my new home. The home was built by MI Homes. The ** duct work has problems at the connections because the connections are not properly insulated at the boxes and there is thermal loss. MI Homes had Schmitt workers attempting to correct the problem but after further inspection the insulations issues were not resolved. An independent mold inspector determined with thermal imaging that the connections are poorly insulated. The excess condensation on the connections has created large amounts of mold around them. MI has not help either getting these items resolved. Report from third party and pictures attached.Thank you for your help.

  Business response

  11/01/2022

  OUR SERVICE MANAGER, *****, CONTACTED ****************  *************** AGREED TO LET SCHMITT PERFORM A SECOND ASSESSMENT.  THE APPOINTMENT IS SET FOR 11/2/22.

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  In mid July, I scheduled with Schmitt ** Service for an annual ******************** on my home air conditioner. At the time of scheduling, I was required to let them charge my credit card for the $129 service fee. The service was scheduled for 1 p.m. on August 1, 2022.I planned my day for August 1 around the 1 p.m. scheduled time for the ** service.When the service technician had not arrived by 1:30 p.m., I called the Schmitt office to inquire when I could expect him. They said they would have someone (the service tech?) call me to let me know when to expect him. No one called.2 p.m. I called again. I was told again that someone would call me. I explained that I had some other business to take care of about 2:30 p.m. and needed for the tech to come soon if he was coming. No one called. 2:.30 p.m. I called and told them I needed to cancel the appointment for today and reschedule because I needed to leave and take care of other business. The Schmitt rep said she would connect me to the dispatcher. A recording said leave a message. I left a message to cancel my appointment for August 1st and that I would call the next day to reschedule.On August 2, 2022 I called to reschedule my service appointment. The Schmitt rep said someone would call me to reschedule. No one called.Having lost all confidence and trust in Schmitt **, I called August 3rd or 4th to completely cancel service and request refund of the fee charged to my Truist MasterCard. The Schmitt rep said it was against their policy and that it could not be refunded. She told me to file a dispute with my credit card company. She said that even though the service I paid for was not done, I could not get a refund.Note: On August 6th I found a calling card notice on the ground under some shrubbery near my driveway saying the technician had come about 4 p.m. on the date the 1 p.m. service was scheduled. (much wind and rain for several days - poor way to communicate.

  Customer response

  08/31/2022

  No. I have had no response from Schmitt company at all. Not a word.
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I contacted for AC repair on Friday July 22. They sent a tech named Joe around 4pm. He spent maybe 20 minutes and determined it was the board. He said he would bypass so AC would work until new part arrived in a couple days. AC went out immediately after he left. My husband ran out to get him but he drove away. We called his cell immediately and he wouldn't come back even though we could still see his tail lights but he would be back tomorrow morning at 9. He never showed up. He misdiagnosed what was wrong with our system and wrong part is still on order 2 weeks later still no ac. I called local company who came out and found what the issue was and had my ac up and running in 10 minutes. I paid them to fix but they sent either an untrained tech or a tech who didn't care . When he bypassed the part he said was the problem and it went out he should have known immediately that wasn't the problem. So I paid him to misdiagnose and was left with no ac for a week and a half while wrong part was on order. Office does not return phone calls.

• Initial Complaint

  07/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On Saturday July 9th at night my air conditioning stopped working. My house is still under warranty( less than one year old). On Sunday July 10th I filed a claim with my home builder Casa Fresca. They sent Schmitt air out to assess the problem. They said the condenser and compressor had gone out. They replaced the condenser and said the compressor had to be ordered and would be here in a week. On Tuesday July 19th I contacted *****(my warranty contact) at Casa Fresca and told him I had not heard from anyone, still having no a/c. After several calls to Schmitt, they said they were in the process and had ordered the part but would not say when the part was actually ordered or when we would receive it. I have not yet heard from anyone, when I called this morning(Saturday July 23rd) the on call person said he could only see that They were here on the 11th but cannot see if a part has been ordered or not. Today the Tampa Carrier warehouse( our unit is a Carrier) said their Orlando warehouse has our part and could have it here within three days. It has been 2 weeks since I filed my claim and this part has been available for me but they have not tried to get me one and I want to know why. I also want a complaint filed against Casa Fresca Homes( which does not show up in your search window). There are 5 people and a 13 year old cat in this house and the heat index has been 100 to 105 during this time period. This is unacceptable.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Schmitt installed a booster fan for our dryer, since our dryer vent is 55' long, a fan is needed to push the lint out. The fan was put in place but never finished being installed as they never installed the electricity to make the fan work! So the fan has just been sitting there, not running, not doing the job it's suppose to do. THIS IS A FIRE HAZARD. And we have spent so much money, replacing the dryers, thinking originally the issue was with the dryer itself, spending money on hiring other companies to figure out was what wrong with the dryer. Schmitt refuses to call me back or finish the work.

• Initial Complaint

  11/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Built home ~1.5 years ago and constantly have electrical issues. Schmitt Inc was the electrical installer. On multiple occasions, I call in for technician support due to electrical problems which result in no call backs and actions to remedy the situation. Currently, have an electrical issue with our exterior outlet that controls half our home. No response from company. No ability to share management email, phone or connect to management for escalation. I've now run the risk, due to their neglect, of having to pay hundreds of dollars out of pocket due to lapse of warranty coverage. This customer service is unacceptable and their work and responsiveness is concerning.

*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. ↩