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Complaint Details
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Initial Complaint
09/27/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On August 8th, 2024, a large high-top van owned by Schaal Heating and Cooling was in my neighbor's driveway. It hit the top of my mature buckthorn tree and damaged it so severely that the tree had to be removed. They agreed to cut the tree down, which they did, and I worked with one of their representatives to reach a gentlemen's agreement of $400 for replacing it. This was to cover the purchase price of a new tree, working with a landscaping company to determine what type of tree would best fit within the space, removing the old *****, planting the tree, water, mulch, hassle, etc. I waited a month and a half; however, they have apparently decided not to honor their word. I still have not been reimbursed for the cost of a new tree, and they will not return my calls. Please help!
Business response
10/21/2024
Regarding this complaint, we have made right by taking down the tree we damaged and issuing the check that we agreed on with the customer. There was a delay in the software that sends our checks out, which is why the customer thought we did not hold up our end of the deal. Our service manager spoke with the customer to inform him of the delay and that he would receive the check soon. This issue has been resolved.Initial Complaint
12/13/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I had a new system installed and have water building up in my exhaust pipe this will freeze in winter. When I called to schedule them to repair my system they informed me that they intended to charge me a 99 dollar fee for them to even come look their mistakes. This fee shouldve been waived due to my belonging to their premium service membership.Business response
12/28/2023
This has been resolved directly with the customer.
Initial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
There has been a problem with the product that was purchased by us through them June 2022, they have not stood by their product and the fact that they did not tell us that there was only a limited warranty on the product. We are still having issues with the product and now the thermostat is and has not been working properly for the past 2=3 weeks.Business response
06/20/2023
On 5-26-22 a new heating and cooling system was installed for the customer at ******************* home in ************ ****. Schaal returned on 6-1-22 to explain the system operation and features as well as thermostat operation at no charge to the customer.
9-19-22 annual scheduled maintenance was performed on the ** unit. All of the components in the system tested correctly and the customer was happy with the operation of the system. All work was performed at no charge to the customer.
1-4-23 Annual scheduled maintenance was performed on the Furnace. All of the components in the system tested correctly and the customer was happy with the operation of the system. All work was performed at no charge to the customer.
1-12-23 Schaal was called to review venting of the system with customer. Everything was working correctly at that time and system is performing correctly. No charge to customer
1-13-23 Schaal returned to the home and reviewed the thermostat operation and completed thermal imaging of cooler areas of the home to determine where air leaks in the home may be. Different options for thermostats were discussed to prevent challenges using it in the future. Customer and her daughter chose to keep existing thermostat and were happy with the service today. No charge to Customer.
4-25-23 Customer stated equipment was not working and thermostat felt "off'" compared to how they felt. Technician arrived and determined all equipment was operating correctly and the thermostat was accurately calibrated. Collected $58.30 for travel and Diagnostics.
5-31-23 Customer called again stating the thermostat was not working. Before a technician was sent to the home the customer called back stating the system is working correctly.
Schaal has called to verify that the customer is comfortable and everything is working well with no additional response at this time. Schaal has offered to change thermostats for the customer at no charge as well to simplify operation for the customer.
Customer response
06/26/2023
Complaint: 20118959
I am rejecting this response because: there are nothing but lies and miscommunication regarding this situation. In response to the message dated 1-13-23 Schaal NEVER discussed replacing the thermostat or the challenges of operations or if there were any other air leaks in our home. Why would myself or my daughter agree to keep the other themostat in place when we were having issues with it. We also were no happy with the service that we received from them. Also the message dated 4-25-23 the technicians NEVER touched anything in the house all they did was try and talk to us about it.Schaal HAS NEVER been in touch with us once to see if everything is going okay or see if we are doing well.
Sincerely,
***********************Initial Complaint
06/06/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I've had nothing but problems with there equipment in the the almost 2 years I've had there severes over 15 times they ha e been out replaced the ac unit once. Several equipment replacement to furnace. And I'm not going to pay another dime to them it's are ting my credit and load I have because of them. I would like all of my money back and compensation from them. I'm done with the company. There overall value they claim to have in miss leading and do not care about there customers or consumers. This is coasting me way to much for there faults. I've asked for ************* and all of it to be replacement and nothing happends. It's coasting my electric **** to rise more than normal than there agreement. Poor quality and severe. I've asked them to come and remove the equipment and give back all of my money I get no refund or responding actions from them.Business response
06/23/2022
Schaal Plumbing Heating and Cooling has responded timely and professionally to all of ********* requests for service. Schaal has asked ******* to pay for 2 repairs to her system. ********* has requested multiple service calls and repairs be made to her system for circumstances not covered under the system warranty or guarantees, ******* has not paid for repairs that had been made and agreed upon. Please see the attached service history for full details of all service history.Customer response
06/23/2022
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,
***************************I have been in contact with schaal Plumbing and heating. They have fixed the problem I was having with them.
thank you!
Initial Complaint
01/31/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
on november 2021, I had service work done by schaals plumbing. They sold me an ac cover for my ac for one hunderd dollars. As of jan 31,2022 i I have call a few times and only get a run around. have not recieved my cover. i have delt with Schalls for quite a few years and had great service. The new ownership seem to be cut from a different cloth. all I want is to obtain my money back. Ifeel 90 days is long enough. As the agent that sold me this cover, Ifeel that they honor this request.Business response
02/14/2022
We have been in contact with ************************ regarding the ** cover he ordered. As we've found with many things during this time, the factory that produces these is in an extraordinary state of backorder on these products. ************************ is aware of the backorder, and we have refunded him for his ** cover. Above all else, 100% customer satisfaction is our goal. Unfortunately, we cannot force the manufacturer to produce these items in a more expeditious manner, however we do plan to hold up our end of the agreement and deliver and install **************************** backordered cover at no additional cost when we receive it from the factory.
- ***********************, General Manager, Schaal Plumbing, Heating & Cooling
Customer response
02/15/2022
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,
*****************************
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.