Simmco Inc.

This is the first time that we are hearing of this issue. We have tried to find you in our customer records, but there was no information. We have also never received any calls or have been contacted by you regarding this situation. The claimed damaged price does not match up to the actual amount for such a filter. Our company strives to provide excellent service to our customers. We receive most of our residential customers based on word of mouth, which is why being accountable and transparent is an important part of our business. It is difficult to take responsibility for an issue that we were never aware existed. As we have stated above, we have no record of you being in our system, which is why we cannot get ahold of you. Therefore if you are our customer and we performed the service for you, we are asking you to contact us directly with further details so that this could be resolved.

With regards,

Slava
SIMMCO INC

As per your direct e-mail to us:

Hi Slava,

I am writing to you in regards to the review I posted on https://homestars.com/companies/2578844-simmco-inc?service_area=1891889

Please note that I am your customer and I tried contacting your company (Irine and Kiril) right after they performed duct cleaning last year on February the 10th however never received a response from either of them. Therefor I had to fix the issue myself. I removed damaged pre-filter and cells and replaced with aftermarket regular filters since we have pets in the house. The reason I posted the review just now is because I was shopping for Duct cleaners again and wanted to make sure my experience is shared.

Regards,

Eugene

Our response:

Dear Eugene,

Thank you for your feedback about your experience with our service. At SIMMCO Inc., our goal is to provide our customers with professional "red carpet" service each and every time. It is one of the most important aspects of our business. We try very hard to provide excellent service to our customers, as the overwhelming majority of our reviews suggest. Being accountable and transparent is an important part of our culture.

That is why I was deeply concerned when I heard about your issue. Fortunately, Iryna was able to retrieve information regarding your claim and she had gotten in contact with Kiril (who is a certified G2 gas technician) with response from his side that the filter was never serviced because there is an additional charge to perform the service on that type of filter (we have to wash them with a special de-greaser) and this service had never been requested by you. With this information she had gotten back to you and the issue had been left alone and we have never heard any complaints from you until your review, a year later. For your information, in order to perform the duct cleaning service, the filters must be removed from the box and that cannot be done unless the furnace power is disconnected (which is outlined in section 2 and 8 of our "Technicians HVAC Cleaning Check List"). It is impossible to clean the system with the filter inside. This means that the power to the filter had been disconnected, and it would have been impossible to create any sparks during the cleaning. Since you have officially claimed in your review that the damage cost was a total of $900.00 we would gladly look into this claim, if you could provide us with pictures or evidence of the damage (even though you claimed you were not able to prove that the damage was done by our company since you were not home). It is disrespectful to share your experience within the media and negatively impacting our company and what we represent, with claims that you have no apparent proof for as you had stated so yourself "They never admit this because I wasn't home and couldn't prove it. Unprofessional company." The picture that you have attached along with your e-mail has a customer signature on it, which means that somebody had signed for the completion of the service. Please do not think that we are trying to sweep this situation under the rug, as we have stated above we will gladly look into this problem that has cost you $900.00 in damages. It is just difficult to understand how a damage of such a large amount has only resurfaced a year after the service has been performed. Please feel free to contact us in this regard or send us any information that could be useful to solving this issue. We guarantee that if anything had been done improperly from our end, we will take full responsibility after a thorough investigation of the claim has been performed.

With regards,

Slava