ComplaintsforService Professionals Inc.

• Initial Complaint

  09/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The company failed to submit a permit request which is required by our town and they promised to take care of. After the installation started, an inspector arrived and ordered them to stop. The company left us with no air conditioning for the labor day weekend. The company returned after the weekend to install but the entire process took 2 weeks and we had to actively chase them for action plans along the way.We had to take multiple days off work during the long installation process.

  

  Business response

  10/25/2024

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration you experienced regarding the permit request for your installation. We want to assure you that we did submit the necessary permit prior to the work, but unfortunately, due to a holiday, the town did not receive it in time to process it before our scheduled installation.
  
  We understand how this delay impacted your experience, and we appreciate your patience as we navigated the situation. Our team made every effort to complete your repairs promptly, including multiple visits to ensure everything was addressed to your satisfaction.
  
  We truly value your feedback and are committed to providing the best possible service. While we regret the timing of this situation, we are glad that we were able to complete the necessary steps to resolve it. Thank you for your understanding.
  
  If you have any further questions or concerns, please feel free to reach out directly.

  Customer response

  10/29/2024

  
  Complaint: 22313166
  
  I am rejecting this response because the information provided by SP is factually inaccurate. 

  Town permit take 21 days to process, the processing includes submitting the permit paperwork, getting tentative approval from the town, then payment for the permit needs to be sent in - once this multistep process is done - a permit is created. 

  We signed the contract with the vendor on a Monday and the job was scheduled for that Wednesday. 2 days only. 

  In addition, those dates were prior to the holiday weekend, so that is no reason for interference in the process. 

  
  
  
  Regards,
  
  Yaara Vered

• Initial Complaint

  09/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I needed the blow motor assembly replaced for my a/c unit and contacted Service Pro's. I was told on the phone that the service call charge would be $99. Their service tech came out on 9/7/2023 and quoted me $1838 for the job. He also quoted a price of $285 for the service call. When I asked him to break down the material cost from the labor, I was told "we don't do that." After some back and forth, I agreed to the job and unfortunately relented to the tech's unusual request for me to pay half the job up front, and he charged $900 to my ****** even though the job would be done at a later date since they didn't have the part. After he left, I Googled the cost of the motor and found that it runs about $200-$400. I then called Service Pro's back and asked again for transparency on the price, and they once again declined. At this point, I cancelled the job and was told they would immediately refund my card the difference between the $900 charge and the $99 service fee. Also, when I pressed the woman who answers their calls for an explanation of the difference in the service call prices ($99 and $285), she stammered and didn't provide an answer. A few days later, a different company completed the entire job in about an hour and a half at a cost of $650.It is now 17 days later (9/24) and Service Professionals has still not refunded my $800. I challenged this charge with my credit card company (CitiCard) and they have reached out to Service Pro's for their version of the story but have not yet received a reply. Per Citi, had Service Pro's refunded my charge on 9/8, as they claimed they did, it would've posted to my account by 9/15, at the latest.

  

  Business response

  10/05/2023

  Thank you for taking the time to share your feedback with us. We value all customer opinions, whether positive or negative, as they help us improve our services. We're sorry to hear that you found our prices to be higher than expected, and we'd like to address your concerns.
  Firstly, we want to clarify that we are a flat-rate company, which means we do not separate parts from labor in our pricing structure. This approach is designed to provide transparency and simplicity to our customers, eliminating any unexpected costs that can arise with other pricing models. While this might result in a higher initial cost, it ensures that our customers know exactly what to expect without any hidden charges.
  We understand that our pricing may not align with every customer's budget, and we respect your choice to explore other options. We would like to emphasize that at no point were you forced to choose our company, and we are committed to providing our services to those who see the value in our approach.
  Regarding your refund, Service Professionals was happy to process it but unfortunately had to stop it once we were informed you already disputed the charges. At no point did our call center receive a call from your bank therefor we cannot go ahead and process this.  If you have any additional questions or concerns, please don't hesitate to contact us.

  Customer response

  10/08/2023

  
  Complaint: 20649194
  
  I am rejecting this response because:

  My reason for filing a BBB complaint has nothing to do with Service Professionals' pricing of the job. The reason for my complaint is their refusal to issue a refund of money that they had no business collecting in the first place, which amounts to theft. I requested a refund on 9/8 and was promised by Service Professionals that this would be issued immediately (same day). I didn't mention to Service Professionals that I was disputing this charge with my credit card company, CitiCard, until 9/23. According to ****, it takes 5 business days for a credit to show up on a statement, so it was obvious at this point that Service Professionals had not issued a refund on 9/8, as they have alleged on several occasions. Service Professionals contention that they eventually "cancelled" the refund is entirely without merit.
  
  At this point, it is abundantly clear that Service Professional had (and has) no intention of refunding this charge. Their response to my BBB complaint makes this clear, as they do not even claim to have a right to the money. Service Professionals was given ample opportunity to refund the charge before the dispute, but they failed to do so, which resulted in the dispute. 
  
  Once the dispute was issued, **** put a hold on the charge and reached out to Service Professionals for their version of the events. This effectively put the disputed amount in limbo, with neither party receiving it. If **** does not hear from Service Professionals by 10/29, they will rule in my favor and the disputed amount will be credited to my account. If they do hear from them before this date and decide that Service Professionals is *********** the money, then it will be issued to them. However, if at any time prior to 10/29, Service Professionals does the right thing and issues a refund, the dispute investigation would resolve, and the money would no longer be held in limbo but would rightfully be credited to my account. However, there is no scenario in which I would be reimbursed twice, or Service Professionals would somehow lose money. This claim is ridiculous and invalid.
  
  As well, Service Professionals' claim that they have not yet heard from **** regarding this dispute is false, at least according to ****. I have received multiple email updates from **** stating that they have reached out to Service Professionals but have not received a response. I would be happy to provide these emails upon request, as this only further demonstrates Service Professionals' pattern of dishonesty. Their actions to this point have been highly unethical and illegal, and it is my opinion that these business practices need to be documented by the BBB.
  
  Regards,
  
  ***********************

• Initial Complaint

  08/29/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In 01/2022 I hired them to do my entire house HVAC system the house was entirely open with no walls for them to work. The project manager was fired in the beginning of the job and all I heard was that they guy was no good and didn't know what he was doing. But they followed *************** he did. Another manager came in, which he was great and changed several items on the design that he tought was not ok, but after a while he quit the company. So, the system was installed and when summer came we realized that first floor was not cooling properly and system struggles to lower temperature to below 76F, the system pretty much runs all day long on hot days. They have sent several technicians but all they did was to try to patch the problem instead of fixing. And everytime someone comes, it's a different "solution" and the guy before didn't know what they were doing. Than, around june this year a new "supervisor came in" now they need more return ducts to improve the air flow and this would PROBABLY solve problem , but his official opinion is that to really fix , they should have install return and supply ducts in my ceiling and the house was open, and now the only real solution would be to install an additional split system to have the proper air circulation and remove the hot air. But, also this Supervisor quite the company. Since then, two other technician came in but no solution. They saying the owner should be contacting and they were waiting his approval to fix the problem. I paid them over $33K to have this new entire system done, but All I have is a system that does not work properly and just waste money in electric bills. My house is liking have three different weather patterns that moves around with every season change. All I want is them to provide the service I hired them. If they have resolved this when I first reported a year ago, they would have not spent so much money sending technician almost every single month in my house since I hired them.

  

  Business response

  10/03/2023

  Thank you for taking the time to share your concerns with us. We greatly appreciate your feedback, as it helps us improve our services.
  
  Your satisfaction is of utmost importance to **, and we sincerely apologize for any inconvenience or delay you experienced during this process. Your patience and understanding have not gone unnoticed. I know Service Professionals returned to your home in September and made the adjustments needed at no additional cost. 

  
  At Service Professionals, we continuously strive to deliver the highest level of service to our valued customers, and your feedback plays a vital role in helping us achieve that goal. We have taken your comments seriously and have already implemented measures to prevent similar issues from occurring in the future.

   

  Thank you 

  Customer response

  10/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. They just need to finish adjusting the thermostat, but other than that all good! 
  
  Regards,
  
  *****************************

• Initial Complaint

  12/27/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 12/25/22 I called the company because we had no heat. On 12/26/22 a technician came out and told me I needs a furnace circuit board and an ignition system upgrade. Was invoiced in the amount of $1,794.85 for 2 parts once of which is less than $300.00 and the other less than $175.00. Service Professionals did not have the part and could not get the part so I have been without heat for 3 days. I am a member of their remarkable plan costing $29.99 plus tac that should give me 15% off service and no where on the invoice does that show. 3 days no heat, 2 puppies in the house , my partner completely capacitated with total hip replacement, several phone call to the company to no availability, when I finally got through, I was told they're working on it. Frigid cold weather in the single digits and no heat for 3 days. When I asked where the 15% deduction was I was told its already off the initial price. When the customer ********************** manager was contacted who was completely unprofessional and incompetent concerning the price, the 15%, the 3 day wait with no heat etc. he/she stated throw them an extra $50.00. Completely unacceptable to say the least. This from a company who supposedly offers 24 hour priority service and customer status on all emergencies. This from a customer ********************** manager who should not be in a managerial position at all, need to either be retrained or replaced and has no customer relations tactics whatsoever. How does a Business like Service Professionals charge a service call for $1,794.85 for 2 parts that are less then $500.00 combined. Making a profit in business is very understandable but overcharging to that extent is just absurd and totally unacceptable. Negative reviews on the BBB and many other sites should be definitely expected. I expect a large deduction in the amount charged due to both being completely overcharged and the fact being I had to wait 3 days with no heat in these horrendous single digits temperatures. It is an utter disgrace.

  

  Business response

  02/07/2023

  Good afternoon,

   

  This customer called in on Christmas day stating he had no heat. My technician responded the same day but as it was Christmas the customer was okay with us coming out the next day, Monday the 26th. When ************** went to the customers home he provided estimates for repair but could not complete the work as supply houses were closed for the holiday and did not have the parts. By the next day, Tuesday the 27th, Service Professionals received the part and Zak out technician returned to the home and restored heat. For the inconvenience of the situation we refunded **** $519.37. **** was satisfied and confirmed he received the refund.

   

  Thank you

   

  --

  *****************************

  Customer ********************** Manager

  Service Professionals

*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. ↩