West Coast Air

Business states that they were more than willing to go to customer's house and replace the bad boardThere was scheduling difficulties and the customer became irate demanding immediate serviceBusiness understands the frustration but refuses to tolerate customer screaming and yelling at themBusiness was more than willing to try and fix the issues for the customer but customer was not cooperatingAt this time business is still willing to refund the price of the board but all other charges are non-refundable since the services were provided

We stand by our diagnosisKeep in mind, any issues pertaining to the circuit board or any electrical component could possibly be intermittent problemsAs we had stated before, we would never accept a return of an item that was purchased by a customer from somewhere else let alone installed by someone else We have no need for the circuit board because we would never install used partsThe customer states that we are unethical; however, it is very unethical that he expects us to purchase a used item from him and sell/install it to someone elseThe price we gave him for replacing a circuit board is fair, there is no price gouging about itWe can’t sell you a part for what we pay for, install it for nothing, and offer you warrantiesWe never made him purchase the circuit board himself, we simply told him what he needed and he took it upon himself to purchase the itemWhen the circuit board is purchased, it is in an ESD bag that protects it from things like static electricity from your own bodyOnce the item is removed from this bag, it is no longer returnable to the place it was purchased fromWe did not remove nor install this item; he states that he had another company do soHowever, the invoice from the other company does not state anything about installing a circuit boardIn the beginning he stated that this item should be under warranty because his unit was under warrantyAfter contacting the manufacturer with the model and serial number of his unit, they notified us that the unit itself had warranty that was voided by the manufacturer for the reason that, he had purchased this unit on the black market or on the internetIt was very apparent that Carl cut many cornersThe installation of Carl’s HVAC unit to his rental home was also done without a permit which is a very expensive violation if the city were to find outThe customer claims he knew what was wrong with the furnace when he called us; you have to ask yourself why he was calling us in the first place if he knew how to fix it

I am rejecting this response because: I do not understand and cannot justify paying over $for a service that was not providedWhat exactly would I be paying for? The business still has my original circuit board and has not returned it nor have they even contacted meThe service order itself, which serves as a contract, states "All materials, parts and equipment are warranted by the manufacturers' or suppliers' written warranty onlyAll labor performed by the above named company is warranted for days or as other wise indicated in writing." The "bad" circuit board should still be under warranty which explains why the business is offering to refund thisThe labor or work can be considered bad or faulty as well considering our issue has not been fixed, so how can the business justify charging me for services not provided? The entire concept or point of charging "labor" is because it takes a certain amount of time to complete a jobIf the job has not been completed, then again, what exactly is the customer paying for? For the business to spend time attempting to fix a problem they may not necessarily even be able to fix? I'm not quite sure how that would make any sense logically and above all that, the contract itself says the labor is warrantedI cannot settle for anything less than a full refund given the circumstances

First of all, we did not return the diagnostic fee
because we felt obligated. We would
never accept a return of an item that was purchased by a customer from
somewhere elseIt is not practical that you expect to purchase something from
one store and return it at another storeElectrical
parts are in fact
returnable if they are not yet installedYou, however, did have the part
installed by another company, so you say, making the part non-returnable to the store you
originally purchased it fromYour argument that we should purchase the part
from you because you think that we would have more of a use for it is simply
ridiculous. Hopefully those reading this
can make sense of the type of unrealistic expectations some customers haveNo
business would be willing to accommodate what you are asking for

I am rejecting this response because:First off, I must admittedly clarify that I do have my old board in my possessionI have my son type out my responses as language/keyboarding skills are not the best and it seems he had misunderstood the situation in a previous responseI just found this out upon my son reading out the businesses last responseI also agree that the Revdex.com will not be able to fully rectify this situation, but all that I am asking for now is a refund for the price of the new boardI will say that many aspects of this transactions could have been handled differently and am still not satisfied with the services provided by this business, but at this point it is not worth pursuing any furtherI paid with a check for the last payment of $and would like the refund amount for the price of the partThank you

The real issue is a control board was purchased based upon your recommendations, which is listed on your receiptI would not have purchased a control board with out the recommendation of what I thought was a trained HVAC expertI called you for a professional diagnosis to fix my problemHowever before you ever came to my house I advised you that the computer board indicated that it was the heat limit switchI feel the control board would of indicated it was malfunctioning if there was the problemYou were less than ethical and unscrupulously in trying to upsell me a part that would have gross you a large profitYou knew that the code on the control board reflected a problem with the heat limit switchEven if you would have returned and installed the control board you still would've had to buy a heat limit switch to repair the unitJust, like the original computer board recommendedBased upon your recommendation whether I had installed the control board or not I could not return it to the shop where it was purchased their receipt clearly delineates all electrical parts can not be returnedI have talked to three HVAC shops in town all of them said the same thing they do not refund money on electrical part However if the Electrical part was malfunctioning or damage they would replace it with another partRefer to exhibit A from *** ***I was also advised that this did not exclude HVAC repair people they are in the same category electrical parts cannot be returned just replace for damaged partsIn closing most businesses would try to accommodate a client particularly if they they knew they had some culpability in the client purchasing something they didn't needBut that's too much like the right thing to do for a business that is unethical*** ***

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me

As the customer had stated, we did in fact arrive at his rental property before he did. When we contacted the customer, he said that he would arrive at the property shortly. We requested permission to get on the roof and begin diagnosing the issue and at that time he gave us...

permission. Upon our diagnosis, we found that the disconnect on the unit was melted. After bypassing the disconnect, I cycled the unit and found that mechanically, everything was working fine at that time. I did advise the customer to replace the entire unit due to age and condition. I am sure that he will have a numerous amount of issues, being that the unit is 30 years old. One of the obvious things that he would have needed to start with is replacing the disconnect. He stated that he wanted to replace the disconnect himself. At that point our job is done and our service is completed. Throughout the customer's statement of the problem, he says that he continuously attempted to contact us via text. One text was received from the customer on Father’s Day, June 21st. He is fortunate that the text did go through because we do not pay for text services. We obtain several landline phone numbers and all calls are forwarded to a mobile phone. Despite us being a small business, we do not conduct our business via text. I am unsure as to why this customer believes that it is ok to contact us in the form of text messaging. If the customer was truly concerned, he should have called.In the statement, the customer also addressed the fact that he missed a call from us at 5 and he returned the call with no answer. He failed to mention that he returned the call nearly two hours after we had attempted to call him.He also explains that his receipt says that he has a 30-day warranty but that no warranty was provided. We can’t provide warranty on something we did not do. All that we did was tell the customer the problem that we had found at the time and charged him $60. The $60 covers our service call fee. If the customer chooses to do the work themselves after our diagnosis, then we obviously would not be providing a warranty for his or anyone else’s work.

We stand by our diagnosis. Keep in mind, any issues pertaining to the circuit board or any electrical component could possibly be intermittent problems. As we had stated before, we would never accept a return of an item that was purchased by a customer from somewhere else let alone installed by someone else.  We have no need for the circuit board because we would never install used parts. The customer states that we are unethical; however, it is very unethical that he expects us to purchase a used item from him and sell/install it to someone else. The price we gave him for replacing a circuit board is fair, there is no price gouging about it. We can’t sell you a part for what we pay for, install it for nothing, and offer you warranties. We never made him purchase the circuit board himself, we simply told him what he needed and he took it upon himself to purchase the item. When the circuit board is purchased, it is in an ESD bag that protects it from things like static electricity from your own body. Once the item is removed from this bag, it is no longer returnable to the place it was purchased from. We did not remove nor install this item; he states that he had another company do so. However, the invoice from the other company does not state anything about installing a circuit board. In the beginning he stated that this item should be under warranty because his unit was under warranty. After contacting the manufacturer with the model and serial number of his unit, they notified us that the unit itself had warranty that was voided by the manufacturer for the reason that, he had purchased this unit on the black market or on the internet. It was very apparent that Carl cut many corners. The installation of Carl’s HVAC unit to his rental home was also done without a permit which is a very expensive violation if the city were to find out. The customer claims he knew what was wrong with the furnace when he called us; you have to ask yourself why he was calling us in the first place if he knew how to fix it.

I am rejecting this response because: I do not understand and cannot justify paying over $300 for a service that was not provided. What exactly would I be paying for? The business still has my original circuit board and has not returned it nor have they even contacted me. The service order itself, which serves as a contract, states "All materials, parts and equipment are warranted by the manufacturers' or suppliers' written warranty only. All labor performed by the above named company is warranted for 30 days or as other wise indicated in writing." The "bad" circuit board should still be under warranty which explains why the business is offering to refund this. The labor or work can be considered bad or faulty as well considering our issue has not been fixed, so how can the business justify charging me for services not provided? The entire concept or point of charging "labor" is because it takes a certain amount of time to complete a job. If the job has not been completed, then again, what exactly is the customer paying for? For the business to spend time attempting to fix a problem they may not necessarily even be able to fix? I'm not quite sure how that would make any sense logically and above all that, the contract itself says the labor is warranted. I cannot settle for anything less than a full refund given the circumstances.

Business states that they were more than willing to go to customer's house and replace the bad board. There was scheduling difficulties and the customer became irate demanding immediate service. Business understands  the frustration but refuses to tolerate customer screaming and yelling at...

them. Business was more than willing to try and fix the issues for the customer but customer was not cooperating. At this time business is still willing to refund the price of the board but all other charges are non-refundable since the services were provided.

Business states that they wish to bring closure to this complaint. Due to the consumer not giving the business the opportunity to address the issues, the business is only able to provide the consumer the $200 refund for the circuit board. Business is willing to go pick up circuit board at consumer's home and provide the consumer the $200 check.

This is an issue that can not be mediated. The customer simply is not telling the truth. We do not keep any old parts, nor have we ever. If we can not come to an agreement and the customer wants to continue to lie, then this is a matter that Revdex.com can not facilitate.

Review: This is a demand for payment and is being done as part of the protocol for small claims court. I am demanding the [redacted] owner of West Coast Air reimburse me for a computer board that I was told to purchase based on his diagnosis and recommendation. Since [redacted] is in that line of business he could keep the computer board in his inventory for other repairs he would encounter.

Details of the events are as follows: on December 18, 2015, my furnace was inoperable and in need of repair. I called [redacted] at West Coast Air and explained to him what the code on the control board indicated; which imp lied that the limit switch was malfunctioning. When [redacted] came to the house to inspect the problem, he conducted several diagnostic test and concluded that my control board and pressure senor switch needed to be replaced. He quoted me a price of $600 for the control panel and $100 labor to replace. I indicated the price seemed a bit high and told him that I would buy the needed parts a he could replace them. I asked [redacted] if he would be available late in the day to install the new parts. After obtaining the parts I called hem approximately 10 times to no avail. Due to the urgency to get the problem fixed I called another heating and air conditioning company. The new company came and installed the new control board and pressure switch. The technician overrode the limit switch and furnace became operable. In talking to the technician, he indicated that the original control switch probably was not broken and he re-installed the original control board and new limit switch and the unit continued to function properly.

On December 23, 2015 and after numerous attempts to contact [redacted] of West Coast Air, I went to his place of business and explained that he had misdiagnosed the problem and informed him that the original panel was correct in reflecting a malfunctioning limit switch. He readily returned the diagnostic fee but could tell I was dissatisfied when I offered the part to him at my cost, since he was in the business and would be more apt to have a real need for the control panel, before I would. He said he did not feel obligated to reimburse me for the cost of the control panel since I did not purchase it from him. My reason for not purchasing it from him was because he wanted to gouge me for the cost of the part which he wanted $600 for a $180 part and unfortunately electrical parts at appliance shops cannot be returned for any reason.

I feel [redacted] at West Coast Air does not possess the knowledge to adequately repair HVAC units, nor does he have the integrity to do the right thing.

Signed,

[redacted]Desired Settlement: For Robert to buy the part "Control Board" from my at my cost based on his recommendation.

Business

Response:

First of all, we did not return the diagnostic fee

because we felt obligated. We would

never accept a return of an item that was purchased by a customer from

somewhere else. It is not practical that you expect to purchase something from

one store and return it at another store. Electrical parts are in fact

returnable if they are not yet installed. You, however, did have the part

installed by another company, so you say, making the part non-returnable to the store you

originally purchased it from. Your argument that we should purchase the part

from you because you think that we would have more of a use for it is simply

ridiculous. Hopefully those reading this

can make sense of the type of unrealistic expectations some customers have. No

business would be willing to accommodate what you are asking for.

Consumer

Response:

The real issue is a control board was purchased based upon your recommendations, which is listed on your receipt. I would not have purchased a control board with out the recommendation of what I thought was a trained HVAC expert. I called you for a professional diagnosis to fix my problem. However before you ever came to my house I advised you that the computer board indicated that it was the heat limit switch. I feel the control board would of indicated it was malfunctioning if there was the problem. You were less than ethical and unscrupulously in trying to upsell me a part that would have gross you a large profit. You knew that the code on the control board reflected a problem with the heat limit switch. Even if you would have returned and installed the control board you still would've had to buy a heat limit switch to repair the unit. Just, like the original computer board recommended. Based upon your recommendation whether I had installed the control board or not I could not return it to the shop where it was purchased their receipt clearly delineates all electrical parts can not be returned. I have talked to three HVAC shops in town all of them said the same thing they do not refund money on electrical part. However if the Electrical part was malfunctioning or damage they would replace it with another part. Refer to exhibit A from [redacted]. I was also advised that this did not exclude HVAC repair people they are in the same category electrical parts cannot be returned just replace for damaged parts. In closing most businesses would try to accommodate a client particularly if they they knew they had some culpability in the client purchasing something they didn't need. But that's too much like the right thing to do for a business that is unethical. [redacted]

Business

Response:

We stand by our diagnosis. Keep in mind, any issues pertaining to the circuit board or any electrical component could possibly be intermittent problems. As we had stated before, we would never accept a return of an item that was purchased by a customer from somewhere else let alone installed by someone else. We have no need for the circuit board because we would never install used parts. The customer states that we are unethical; however, it is very unethical that he expects us to purchase a used item from him and sell/install it to someone else. The price we gave him for replacing a circuit board is fair, there is no price gouging about it. We can’t sell you a part for what we pay for, install it for nothing, and offer you warranties. We never made him purchase the circuit board himself, we simply told him what he needed and he took it upon himself to purchase the item. When the circuit board is purchased, it is in an ESD bag that protects it from things like static electricity from your own body. Once the item is removed from this bag, it is no longer returnable to the place it was purchased from. We did not remove nor install this item; he states that he had another company do so. However, the invoice from the other company does not state anything about installing a circuit board. In the beginning he stated that this item should be under warranty because his unit was under warranty. After contacting the manufacturer with the model and serial number of his unit, they notified us that the unit itself had warranty that was voided by the manufacturer for the reason that, he had purchased this unit on the black market or on the internet. It was very apparent that Carl cut many corners. The installation of Carl’s HVAC unit to his rental home was also done without a permit which is a very expensive violation if the city were to find out. The customer claims he knew what was wrong with the furnace when he called us; you have to ask yourself why he was calling us in the first place if he knew how to fix it.

Review: On April 2, 2014 my wife called West Coast Air to come look at our HVAC system. [redacted] came to our house, did an evaluation and said that one of the two dampers needed to be replaced. My wife agreed to the work and [redacted] changed the damper. Once he was finished and was testing the system it seemed as though he was still having issues with the dampers working properly. As he was testing the system I (husband) was getting home from work and he was telling my wife we may need to change the zone control board. However, once I went into the attic with him all of a sudden everything was supposedly working fine. We paid him the $500 and upon leaving I asked him to leave the damper that was removed. About a couple of weeks went by and we still weren't satisfied with the cooling of the downstairs. My wife called [redacted] again and explained that the downstairs was not cooling off. [redacted]'s only comment over the phone was that we needed to change the zone control board for an additional $400. At this point we weren't willing to spend another $400. On June 28, 2014 I went into the attic to test the damper [redacted] removed and when rewired into the system it operated and cycled fine. While I was in the attic I did notice that the new damper was stuck in the closed position when I unwired and rewired it, it opened. I called [redacted] to discuss this with him and he said that he couldn't remember the work he did at our house and he would call back in a couple of days. Two days later I received a call from him and although I explained multiple times that the damper he removed was operating and the one he installed was getting stuck closed he was adamant that we needed to change the zone control board for an additional $400. After our call I told him I would retest the damper again and let him know if I was positive the old damper was working. Since then I have called [redacted] three separate times each time leaving a voice mail and the last call being on July 10, 2014. [redacted] will no longer answer my calls.Desired Settlement: Based on testing the damper [redacted] removed and that it is working properly I want [redacted] to refund me for the work that was done on April 2, 2014 for $500. Also it is disappointing that the newly installed damper isn't working properly either. I shouldn't be concerned that my damper isn't opening properly after spending $500. When I first discovered the issue I even asked [redacted] to come to my home so that we could look at the system together and he wouldn't.

Business

Response:

On April 2, 2014, we performed a diagnostic on the Mizani residence HVAC system. At the time, we found that they had a bad damper. The customer authorized for the work to be performed, so we replaced the damper. While we were there, the zone board was also showing problems but it was an intermittent problem and this system was working properly at the time of service. The customer is unfortunately just dealing with an entire different issue, which to repair would cost an additional amount. We are not refunding for something that he authorized us to do.

Consumer

Response:

I am rejecting this response because:

I am rejecting this response because:

Review: On June 19th, 2015 I contacted them about an issue with my AC not working. The technician was supposed to give me a call 30 minutes before arrival to the property but called me when he was already there. By the time I got onsite he had already taken things apart and diagnosed the issue as the disconnect on the unit was melted. I told him that seemed strange to me as I checked voltage on the other side of that before calling him and it had voltage. He bypassed the disconnect and we turned the breaker back on, and the AC came back on. I told him that the AC had worked sporadically before but he was convinced this was the issue.The next day (Saturday) the AC stopped working again. I sent him a text and he responded fairly quickly. He said he would have to look at it. He said he would try to come out Monday but it would likely be Tuesday. I didn't hear back from him after that. Tuesday morning I texted him asking what time he might come out. I didn't get a response. I called and left a message and finally got him on the phone. He said it would be in the evening before he got out there. I missed a call from him at 5 which I returned but got no answer. I sent several texts since then and have gotten no response. I ended up going out to the house and doing more diagnostics. Again there is voltage to the unit just nothing happening. I flipped the breakers off, waited and then back on and the machine roared to life (the same thing the tech did). The issue is outstanding.I did not ask him to come out and find AN issue with my AC, it is 30 years old, it will have issues. What I asked for is THE issue which is causing it not to function. He did not find that. My receipt says I have a 30 day warranty yet no warranty has been provided. The weather has been very hot so I must go with another company to fix the issue.Desired Settlement: I would like a refund for the full $60 paid.

Business

Response:

As the customer had stated, we did in fact arrive at his rental property before he did. When we contacted the customer, he said that he would arrive at the property shortly. We requested permission to get on the roof and begin diagnosing the issue and at that time he gave us permission. Upon our diagnosis, we found that the disconnect on the unit was melted. After bypassing the disconnect, I cycled the unit and found that mechanically, everything was working fine at that time. I did advise the customer to replace the entire unit due to age and condition. I am sure that he will have a numerous amount of issues, being that the unit is 30 years old. One of the obvious things that he would have needed to start with is replacing the disconnect. He stated that he wanted to replace the disconnect himself. At that point our job is done and our service is completed. Throughout the customer's statement of the problem, he says that he continuously attempted to contact us via text. One text was received from the customer on Father’s Day, June 21st. He is fortunate that the text did go through because we do not pay for text services. We obtain several landline phone numbers and all calls are forwarded to a mobile phone. Despite us being a small business, we do not conduct our business via text. I am unsure as to why this customer believes that it is ok to contact us in the form of text messaging. If the customer was truly concerned, he should have called.In the statement, the customer also addressed the fact that he missed a call from us at 5 and he returned the call with no answer. He failed to mention that he returned the call nearly two hours after we had attempted to call him.He also explains that his receipt says that he has a 30-day warranty but that no warranty was provided. We can’t provide warranty on something we did not do. All that we did was tell the customer the problem that we had found at the time and charged him $60. The $60 covers our service call fee. If the customer chooses to do the work themselves after our diagnosis, then we obviously would not be providing a warranty for his or anyone else’s work.

Review: On 01/02/15, [redacted] (I believe that was his name) came to diagnose our home heating system which has not been turning on for the past month or so.After the initial diagnosis, which I paid him $60 cash for, the problem was described as "Found bad board, will credit visit toward repair."Considering it was a Friday, he said he would not be able to be back with the circuit board part until Monday or Tuesday.When he came Tuesday morning, I asked to see the receipt for the circuit board so I know how much the part cost and he refused to show it and said it was "expensive." Anyway, he replaced the board and the description of work is as follows "Found bad board. Replaced. Cycled and found OK @ this time. 1 year warranty on board." Total was $540. Sure enough, the heater was working just fine so I set the thermostat to AUTO around 75 degrees and left for work. Around 5 or 6 in the evening my wife came home from work to find the house absolutely burning hot inside. She checked the thermostat which stated a temperature of about 98 inside the house. Mind you, I own many canary birds who happen to be kept upstairs and my wife found them collapsed on the floors of their cages gasping due to the extreme temperature inside.I immediately called [redacted] to let him know and he said he would stop by ASAP. He did come by and after some time told my wife that the board he got must have been bad and that he double checked all his work to ensure it wasn't his wiring that was the issue.He said he would try to be back the next day, Tuesday, but most likely on Wednesday.[redacted] never showed up so I gave him a call today and he told me that he cannot fix the problem and would be back to restore the original non working circuit board to it's original state. He offered a refund for the part, which I have never seen the receipt for yet he says it was $200, but would not be refunding the rest of the cost ($340).The lack of honesty,lack of services performed, and time wasted will not allow me to justify paying this business.Desired Settlement: I would like a full refund of $540 since essentially no service was performed and no parts were replaced. As mentioned before, [redacted] did offer to refund me the price of the circuit board, but I refused as I would like the entire amount back less the initial diagnosis of $60. With the time and money wasted with this business rather than another, I could have already had the problem fixed during this especially cold winter. Please let me know how we can reach this desired settlement.

Business

Response:

Business states that they were more than willing to go to customer's house and replace the bad board. There was scheduling difficulties and the customer became irate demanding immediate service. Business understands the frustration but refuses to tolerate customer screaming and yelling at them. Business was more than willing to try and fix the issues for the customer but customer was not cooperating. At this time business is still willing to refund the price of the board but all other charges are non-refundable since the services were provided.

Consumer

Response:

I am rejecting this response because: I do not understand and cannot justify paying over $300 for a service that was not provided. What exactly would I be paying for? The business still has my original circuit board and has not returned it nor have they even contacted me. The service order itself, which serves as a contract, states "All materials, parts and equipment are warranted by the manufacturers' or suppliers' written warranty only. All labor performed by the above named company is warranted for 30 days or as other wise indicated in writing." The "bad" circuit board should still be under warranty which explains why the business is offering to refund this. The labor or work can be considered bad or faulty as well considering our issue has not been fixed, so how can the business justify charging me for services not provided? The entire concept or point of charging "labor" is because it takes a certain amount of time to complete a job. If the job has not been completed, then again, what exactly is the customer paying for? For the business to spend time attempting to fix a problem they may not necessarily even be able to fix? I'm not quite sure how that would make any sense logically and above all that, the contract itself says the labor is warranted. I cannot settle for anything less than a full refund given the circumstances.

Business

Response:

This is an issue that can not be mediated. The customer simply is not telling the truth. We do not keep any old parts, nor have we ever. If we can not come to an agreement and the customer wants to continue to lie, then this is a matter that Revdex.com can not facilitate.

Consumer

Response:

I am rejecting this response because:First off, I must admittedly clarify that I do have my old board in my possession. I have my son type out my responses as language/keyboarding skills are not the best and it seems he had misunderstood the situation in a previous response. I just found this out upon my son reading out the businesses last response. I also agree that the Revdex.com will not be able to fully rectify this situation, but all that I am asking for now is a refund for the price of the new board. I will say that many aspects of this transactions could have been handled differently and am still not satisfied with the services provided by this business, but at this point it is not worth pursuing any further. I paid with a check for the last payment of $540 and would like the refund amount for the price of the part. Thank you.

Business

Response:

Business states that they wish to bring closure to this complaint. Due to the consumer not giving the business the opportunity to address the issues, the business is only able to provide the consumer the $200 refund for the circuit board. Business is willing to go pick up circuit board at consumer's home and provide the consumer the $200 check.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.