Complaint Review: Rocklin Heating and Air - Rocklin California

At the request of the business owner, the reviewer agrees to request the redaction and removal of the review that was posted a few days ago.

12/11/16

Hi!

My name is Erik Monnier and I am the owner of Rocklin Heating and Air.  We are a family business in Rocklin with a top-notch reputation for fairness and professional service.  We have won many awards for our service as voted on by the residents of our community.

What this man has reported here on Rip-off report, and to the internet community through many other websites is blatantly and knowingly false.  Flat-out personal libel.  Check it out!  ...The pricing page on our website at rocklinair dot com is very detailed and very, very clear and consise.  Moreover, our policy is to absolutely, without fail or exception, tell every customer who calls for service that there is an $89.00 diagnostic fee that covers getting the vehicle to thier door.  This particular customer was told verbally, over the phone, by our dispatcher, actually in my witness, that the diagnostic fees spelled out on our website applied to his service request. In fact, he has several heaters in his home, none of which were working, and she told him it would be $89.00 for the first heater and $49.00 for each thereafter.

Our integrity is most important. Like I said above, this customer was advised of our diagnostic fee; as is every person who calls for service. Our tech John spent two hours on his job and compiled a detailed parts list and recommendations complete with photos. After talking to John I called the customer immediately and offered to replace the 27-year old inoperable furnaces (Four of them) for $2500.00 each; I also told him that with time and materials his repairs could be well over $2,000.00; but the customer said he just wanted his repair estimate.

...We gathered the part numbers and calculated the cost for repairs but simultaneously, in talking to the dispatcher about the job, I found that this customer had refused to pay the service fee; he told John that the office said there would be 'no charge' -- this shocked my dispatcher and I as we were both involved on his initial call. We told him over the phone that it would be $89.00 for the first unit and $49.00 for each additional. Alarm bells began to ring.

I asked the man, over the phone, why he was stiffing us (he paid zero monies at any time) and he informed me in a hostile manner that my wife was bothering him as she could not get his email address right. He also told me that I needed to 'get my sh-- together' and that he only wanted a free estimate. I said 'I am not the contractor for you' and he hung up the phone. It was the beginning of something I could never had fathomed!

When I saw the first review I contacted him to ask why he was falsely ripping us on the internet and his response was a laugh followed by the statement 'live by Yelp, die by Yelp'. This mans rampaging campaign to rip myself and our family business with personal attacks and false statements, (on many sites including Yelp, BBB, Rip-off Report etc...) has caused, to say the least, a great deal of concern among our family and our staff; but please be sure our business ethics are never compromised and our dedication to our customers can be seen in the positive reviews on Yelp and in our 'Best of the Best' awards.

I think a solid reputation, the one we have built, can only be established through hard work and the unwavering dedication to honest and fair business -- our real customers know that this is what we are all about :).

Best wishes and have a great Holiday season,

Erik