Business ProfileforDee Cramer, Inc.

BEWARE...:After 20+ years being a loyal customer, and having ******************** perform all aspects of working on the multi boiler systems at my place of business, I was left shocked at the treatment received from supervisory staff after making the comment that if I'm going to continue being double charged for faulty installed parts, or mistakes made by their technicians, I'd have no choice but start calling *******. It was the final straw, after years of being gouged by Dee Cramer, often receiving sub par service from workers who seemed clueless, then being charged repeatedly for them to come out to perform repairs either created by their incompetence, or to re-buy equipment to replace supposed "brand new" zone valves, etc., they installed. They became too accustomed to ****** us financially, and if you choose them to work for...beware.! I instead urge anyone needing work done to call *******. The have been absolutely AMAZING..!

On March 12th 2023, Dee Cramer received a call from Village Apartments requesting our services on their mechanical system. One of our service technicians went out and replaced a thermostat for one of their boilers. The first week of October 2023, Village Apartments called Dee Cramer complaining about the thermostat. They stated that a few weeks after we came out in April 2023 to replace the thermostat, that the thermostat quit working and they had to replace it with the old thermostat. Our Service Manager that took this call asked the customer to confirm that the thermostat had not been working since April as it now October, 6 months after they alleged the thermostat quit working. Our Service Manager spoke with our VP of Service on the customers concern and we returned a call to Village Apartments letting them know that we would come back out and take a look at the thermostat and mechanical system. Dee Cramer told the customer that if this faulty thermostat was a result of something we did that we would replace the thermostat at no charge, but if it was something not related to the work we originally performed, the customer would be billed to repair this broken thermostat. Village Apartments has a maintenance person that performs work on their mechanical systems and they call Dee Cramer to come out and fix issues that they are unable to resolve. We wanted to make sure the customer understood that if this thermostat was malfunctioning due to work performed by their personnel or another company we would not be absorbing the cost to correct the problem. Once our Service Manager explained this, the maintenance person became extremely angry and started screaming and swearing at our Service Manager. In an effort to de-escalate the situation, our Service Manager told him that he would no longer be discussing this with him and was going to call the property owner and our main contact, Our service manager called the owner and explained the situation: Dee Cramer would come out to Village Apartments to look at the broken thermostat and replace at no cost if it was broken as a result of our work, but if it had been tampered with by others, we would invoice Village Apartments for our technicians time and the cost of the new thermostat. He was also upset and started yelling at our service manager and talking poorly of our company. Dee Cramer has been in business for 87 years. We pride ourselves on our relationships with our customers and doing what is best for them. After being yelled and sworn at by the maintenance person and the property owner, our Service Manager called the owner back and told him that Dee Cramer felt it was best if we moved in separate directions and that they should call another service company to service their mechanical equipment moving forward. On October 26th, 2023, we mailed a refund check to the owner for the entire amount ($727) of the original installation of the thermostat which included our technicians labor and the cost of the thermostat. Dee Cramer felt it was in the best interest of both parties to go our separate ways so that Village Apartments can find a service provider that could fulfill their demands. After being told this the owner screamed and demanded that we come out immediately to fix their systems as we had been their service provider for years.We feel this is a retaliatory report to the BBB since we made the request that we part ways. We feel we listened to the customers concerns, analyzed the situation, and did what was best for both parties. After years of working around their attempted fixes to their mechanical systems before calling us in, Dee Cramer stands by our decision to no longer service their account.