ComplaintsforRestivo's Heating & Air Conditioning, Ltd.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Furnace maintenance contract. Service date 12/8/23.. technician did not perform proper maintenance. Did not clean blower and motor, did not clean sensors and burners, did not **************** area, did not lube moving parts, did not clean vent pipe. I a, sure there are other omissions. I do not blame the technician, he was only following instructions. His report shows these things were not done. He was here a little more than a half hour instead of usual 1.5 hours and there was absolutely not a spect of dust. I sent an email to Restivos and listed my concerns. I requested a reply if I was mistaken or not. If I did not receive a reply I would file a complaint. I waited a week and received no reply or communication of any kind. This lapse in service will compromise my year old ****** hvac installed by Restivos.

  

  Business response

  01/02/2024

  Good morning,                                                                 
  
   
  
  We received a call from ************************ on October 16th 2023 to schedule his annual maintenance for his oil system, which we scheduled him for December 8th between 2-4pm.  December 8th *** our service technician performed the maintenance as told and also answered some questions Mr. *********** had.  I have  included a copy of the work order performed.   Mr. *********** emailed in what seemed to be from some other website online that describes what they do and some of that is for air conditioning which at this time of service we was out for an oil cleaning.   We reached out to the customer and left a message to discuss.   The following day ***** our service manager called him and went over the service that we provide and offered to send out another technician for January 2nd which was agreed upon with Mr. ******************  They have taken down the review off of the website.
  
   
  
   
  
  *******************************
  
  Service Coordinator
  
   
  
  Restivos Heating & AC
  
  295 ************
  
  ********, ** 02919
  
  ************

  Customer response

  01/02/2024

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ************************

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  New Ac installed in April.I went with ******* after receiving three other quotes because of their longevity in ************ and also BBB accredited! I had a service call the first week, because one out of the three units was not cooling the room even though the outside temperature was in the low 70s.Since installation in April, I have had three service calls, I have asked for a copy of the service tech findings and , I have also asked for a copy of the original ********** app that I was told was used to select the appropriate model and BTU. .I have received nothing! Clearly, a unit that is not the appropriate BTUs for the square footage of my room was installed.After reviewing my other quotes and understanding BTUs and equipment a little further it is clear what the problem is. I have left multiple message and multiple text messages and get no responded .I left several messages for my sales person, when I asked in June why I havent heard from him I was told he left the company for some reason the sales manager was not told to call me.The customer service that has been provided by this company is beyond comprehension they clearly dont value their name or respect their clients in anyway at all.When *****, the service manager called, I told him we need a resolution, and that I was getting ready to file a complaint, his exact words were that doesnt bother me at all. On July 20th I asked for in writing that someone come out to the house and survey the equipment I have in my home and the appropriateness of it versus my square footage. My bedroom has ***** btu all other companys had ******. Again, no answer.Its unfortunately for me that I chose *******.

  

  Business response

  08/07/2023

  Complaint # ********
  In regards to this complaint that was filed on 7/24 the customer had been on the schedule before that date, and their date of service was scheduled for the next day on 7/25 which indeed happened. On 7/25 our installation crew came down to the existing system and removed one of the 3 units and replaced it with a bigger sized one to appease the customers comfort desire. The customer then asked us if we could use the unit we removed out of the bedroom in exchange for the bigger one, and then swap it with the other unit in the smaller bedroom that was working fine. We had told her no that we would not advise that and that there was no need as that unit was working fine. The reason that we swapped out the unit in the first place due to her explanation that it was 70 degrees outside and the unit wasnt cooling these specific type of units go into fan mode when desired temperature is met, and then when it becomes too hot, will go into cooling mode. The fan never stop
  s blowing whether its in cooling mode or fan mode and that is how they are designed. Given that it was 70 degrees outside, the unit couldve very well been in fan mode depending on her desired temperature set on the remote, and most people desire a ***** degrees temperature, therefore the unit would not be calling for cooling. However after discussions with the customer, we appeased her request to give her a bigger unit in the room that wasnt working. Our salesman who did quote her and size her home unfortunately had to leave the company on good terms due to family matters and had to move his career to another state. His personal apps and database including his original manual J load calculation are with him. There is not a company wide platform that contains manual J inputting that we can access on a company wide database or at least not one that has been offered to our company. We have a robust company wide platform used for scheduling, communicating, quoting, and customer databas
  e. We would be happy to send someone down to do another load calculation, however there would be a cost involved, and Im afraid that after her request to change the units to something bigger, the load calculation will not match the units output but this is what she insisted on having after the fact. We certainly do apologize for any misunderstanding regarding the time it took to replace the unit, however It is not a quick turn around when dealing with manufacturer warrantees which is what we had to do. For the manufacturer to process a warrantee based off of a customers preference was difficult and the time for the warrantee to be processed, unit to be order and delivered, and for us to move our schedule around took time. We were in contact with the customer, unfortunately with what she wanted (a new unit) it took time to accomplish what she wanted. But we made sure we got it done no matter how difficult to make our customer happy. It is unfortunate that this complaint was filed on 
  7/24, when we had resolved any issues on 7/25 the next day. Perhaps the customer created this complaint not fully aware that we had her on the schedule prior to her making the complaint.

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********* technician came out to do a yearly service call. upon his inspection he found the gas pipe and gas valve had rust on it . he took a picture and stated that it needed to be replaced. ok he came back and only replaced the gas pipes, asked why he wasn't replacing the gas valve also that was rusted. he told me ***** the manager stated that is was working and that they were not going to replace it. the following day I called to talk *********************** but ******* told me he wasn't in and that she would give him the message. he has never called me back to solve this problem. the furnace is two years old and I have a service contract until 2022. my problem is I"am worried the the rust is going to create a leak in the valve and cause a fire or possibly cause an explosion. please help thanks.

  

  Business response

  11/22/2021

  To whom it may concern
  
  Regarding complaint 16060116
  
   
  
  We have gone out and addressed the issue at the house of ***********************. The gas valve was replaced and system has no further issues at this time.  My apologies for the delay in response.  Thank you and have a great day.
  
   
  
  *******************************
  
  Service Coordinator
  
  Restivos Heating & Air Conditioning
  
  *****************************************
  
  ************

  Customer response

  11/23/2021

  [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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************  and I would  like to thank the BBB for their help , thank you so much. 

*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. ↩