Shipley Energy
Billing error, owed a credit and instead being billed for an unknown service, very unhelpful customer service!

Short Story: I am owed a 283 dollar credit, instead I'm sitting here with an 803.88 bill.

Long Story: In 2007 we bought a house without central air, and contracted Shipley Energy to install all the duct work and air handlers. For $17k I expected to have a system under warranty and with excellent customer service.

As they were install the system, they realized the air cleaner they had sold me wouldn't fit on my system, and they installed a cheaper one instead. I was told I'd receive a 283 dollar credit since I had already paid in full.

The credit never arrived, but I was happy with the system and forgot about it.

In 2009 (less than two years old) the system won't turn on and is giving me an error message that says call for service. I call Shipley for service and they send someone out. He doesn't show up despite me being home all day. I call back, and they finally send someone out for service who does show up. He looks the system over, changes a humidfyer pad, and resets it. He says honestly he doesn't know what happened, but that it's fine now.

A few days later I get a bill in the mail. I'm outraged since one, they owe ME money, and two my system should be under warranty for 10 years!

I called customer service, and the girl who anwers the phone says I need to pay the bill, there is no record of a credit and no she can't help me further. She will have someone call me back.

After a week with no call, I called my sales guy Don, and he explains that it isn't under warranty. However he does see where my credit wasn't applied and he will get it applied. I should have a 0 balance with them at this point. He also notes that my telephone number was changed to 0000000. Thanks vindictive customer service girl.

Fast forward to 2010. I get a bill in the mail after hearing nothing from them. It says I owe 803.88 with the helpful transaction description of Invoice Number# (invoice number). Unbelieveable! I called their customer service number and once again the girl was unable to offer help beyond "pay the bill". Her supervisor is "unavailable". Is there anyone who can help me?"No."

I call back and ask for propane sales since I can't get any help from the customer service line. I give this poor girl my story and she says she will put me in touch with Rick who is the HVAC customer service guy and he will fix it. Finally, I expect a resolution to this mess. He ends up being unavaible. I'm waiting to see if he calls back, but I'm not holding out hope.

If you are considering doing business with Shipley, please check around. Their customer service is terrible, no one is able to help, money that I am owed is never applied, apparently they don't warranty their work OR equipment, and lastly it says at the bottom of this bill if I don't pay it they will tack on an 18% late fee. Fantastic.

Company: Shipley Energy
Country: USA
Address: 415 norway st
Site: myshipley.com

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