Shoppers Direct

We will be reaching out to Mr [redacted] today 11/to get a senior tech out and to resolve the situationWe have spoken to our office staff about being more polite and cheery on the phones and helping the customer either resolve the situation or find someone who can helpWe apologize for the issues and will make sure we handle this and get Mr [redacted] taken care of this week

I spoke to [redacted] this afternoon and had a great conversation with herThere was some misunderstanding regarding her home warranty company, it is the home warranties responsibility to keep [redacted] in the loop regarding all repairs and the tenant because this was a homeowner/tenant situation was to have no contact with us per the only parties that should have been involved was [redacted] - Royal Air and ***, so by adding an extra channel of communication there was a lot of confusion throughout this processRoyal Air is dedicated to making sure all customers are happy, we keep open line of communication with them and all parties are on the same page [redacted] stated to me she is not looking for the $4,that was put in her previous complaint only for the upgrade amount from the home warrantyI am looking into this for her and will keep in touch with her throughout this process [redacted] was very nice and I am 100% positive this will be resolved with no further issuesThanks,The Royal Air team

I am rejecting this response because:IDuring my and my mother's visit to the dealership my mother specifically asked were they opened on Sundays and was told yes, so I do not accept the lies that are being told because my ears and witness ears heard otherwiseIf he would have told me that I wouldn't have wasted my time my mom's time and my mechanics time and money I had to spend on gas to travel to the dealership plus money I compensated my mechanic for taking the time out of his busy day to come per my request

We make many recommendations - some being State code, city code or county code as well as what our Insurance requires and what's needed to install a part to manufacturers specificationsWe categorize most of these as code because they are required by or more of these I have previously listedAnything that we were charging example: safety float switches are required by [redacted] and are to protect the customer 100% - if we don't use float switches and system is to back up with water it will overflow and ruin the customers sheetrock as well as furniture, appliances etcso we charge $to install new float switches not sure how that is deceitful or unethical??? We also charge for access door or inspection panel which is required in order to maintenance the evaporator coil without this panel you cannot properly clean the coil, or if the home is sold it makes the inspection process easier for inspectorMastic and seal the coil - we do not use tape like some other companies this UL mastic is a better seal with no leakageThese items are required in order to do the job correctly this isn't [redacted] shade tree AC company we install to all these codes as well what manufacturer recommendsWe are very sorry that you feel like we are being dishonest but this is not the case at allIf you would like to further discuss please reach out to a manager and we will be glad to explain in further detail if needed.Thanks,The Royal Air Team

I have attached a copy of the last invoice from 10/signed by MrLewis - We have fixed everything as promised the only issue is the zone dampers are not working which was pre-existing and nothing to do with our previous workThe customer signed the invoice and we are done completing this complaint and asked that it be closedThanks - Royal Air Team

We have reviewed the customers response and he said "all is good" so we have closed out everything on our side and wish the customer the best of luckIn our previous response we gave the customer all contact info to [redacted] so he can speak with them about this matter further, Royal Air will continue to follow all guidelines provided by [redacted] and continue to do business in a moral and ethical mannerThank you and have a wonderful day!!

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me Please close this complaint

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: In reference to complaint ID [redacted] : After almost months of dealing with Royal Air and their horrible customer service to deliver and install the missing itemsAnd after appointments with Royal Air and their failure to show up for the scheduled appointments or callAnd after loosing my documents and my credit application that contains personal information, it is with full disappointment in Royal Air to say they finally completed installation

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint From: [redacted] [redacted] Sent: Friday, August 19, 5:PM To: drteam Subject: Re: ID # [redacted] - Royal Air This claim was closed I have been out of town and have not had a chance to respond It was not settled as far as I am concerned I feel this company has jerked me around enough They came out in response to initial claim only to tell me that nothing was wrong I was told that it was just TOO HOT outside and was instructed to adjust the upstairs unit down deg and the downstairs unit by and to have it hold there and it should fix the issue If that did not work, I could pay them an additional nearly $dollars for a larger unit Adjusting the thermostat did nothing There is no way I'm paying them anymore money for another unit as I am wondering if it was two small, why in the world did they not know that when they sold it to me in the first place I decided to get a second opinion and called another service that has an A+ rating with the Revdex.com and had good references They came out today and said that my downstairs unit was overcharge with coolant If you refer back, you will see that part of this issue started when they wanted me to pay for coolant in the first place, which I have also learned is normally reclaimed and added back inAt any rate, they said this is most likely causing the problem as it was not balanced I was told by the other company that the upstairs unit is slightly under the size needed for my house He also found that I have a coolant leak in the upstairs unit I called Royal Air to have them come out to look at this problem and was told that there would be a service fee for $ Once again there are fees that were not disclosed in my contract of yrs part and labor for both units I had two years of free times a year maintenance checkups which have apparently just expired Seems that is $a year and if I don't do it, it voids my warranty with them and of course now there is a $trip fee for any service calls

Mr [redacted] - This is Jared H [redacted] - I have left you with my phone number and have never received phone call from you since these issues have happenedI am the General Manager and was your salesman so I would have thought you would reach out to me, but regardless I am committed to fixing these issue, first the flooring has been done and you sent me email/text it was done to your satisfactionI have completed all paperwork with City of [redacted] ***As far as your issue with mastic / tape this is minor easy fix and can have that done asapAirflow issues may be due to numerous reasons: dampers being adjusted - the way the ductwork is ran ....ectbut we can look into it and fix it best way possibleWe will wait to hear from City and see what there inspection report says and will 100% come out with 24-hours and make repairs / adjustmentsWe are committed to 100% customer satisfaction and since this has get to Revdex.com we have done everything possible to remedy situation - just off the record advice before it goes to this extreme I would have appreciated a phone call as to the issue and I would have had repairs done weeks or months ago but I never received phone call so for that reason I was left in the dark as to what is going on but I will make sure this gets resolved ASAP

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me

Royal Air has spoken with Mrs [redacted] - we did exactly what was required by our Home Warranty company and have all documentation to prove itThe homeowner ran the system in a vacant house during the hottest months of the year and because he unit is old and inefficient and home warranty wouldn't replace it while it was still working because it hasn't failed she wants us to pay for her high energy billsRoyal Air has advised her to call her home warranty company that we will not be reimbursing her any money and would like this closedShe will not drop this Revdex.com until someone pays her light bill, Royal Air is not responsible for her light bill nor what the home warranty will cover and not coverWe do not want to drag this on but will not be responsible for her light bill she needs to take this up with her home warrantyRoyal Air is being wrongly accused and will not have our name dragged through the mud because she is upset about what the warranty company will or will not do

I have talked with the homeowner and resolved all the concerned

Revdex.com: This letter is to inform you that Royal Air has carried out to my satisfaction the resolution it proposed for my complaint, filed on 4/25/and assigned ID [redacted] Regards,

Again we are not the warranty company, [redacted] is who decides to either deny or accept a customers claimWe have attached pictures to show the unit was not properly maintained and is missing parts on the evaporator coilThis is 110% factual information backed by the pictures providedThis backs up our statement 100%........now what [redacted] chooses to do with the info provided has nothing to do with our diagnosisAs far as the conversation with Mr [redacted] he called Mr [redacted] to try and resolve the issue, Mr [redacted] was assassinating Mr [redacted] 's character and questioning his integrity and as anyone would Mr [redacted] took offense to these comments, but never in this conversation did Mr [redacted] raise his voice or curse at Mr [redacted] Mr [redacted] used curse words first and Mr [redacted] was repeating back to him exactly what he was hearing so they were on the same page and Mr [redacted] snapped and starting yelling at Mr [redacted] and then hung up on himRoyal Air is not in the business to get customers denied because we don't make any money doing business this wayOur certified technician made a 100% accurate diagnosis and Mr [redacted] followed up to discuss options with Mr [redacted] obviously he did not like any of the recommendations and is now upset he is being denied by his home warranty this should between Mr [redacted] and [redacted] not Royal AirThere is no reason for this complaint against Royal Air it should be a matter between [redacted] and the homeowner

Again Royal Air will not have anymore dealings with Mrs [redacted] Yes the call was recorded and I'm sure [redacted] would be happy to forward that over and you will see this an open an shut case she was rude, loud, cursing and made a racial slurOur owner is from [redacted] in the middle East and not from anywhere near close to [redacted] , the comment she made was 100% racially motivatedI said to her "my owner is out of the country and I am handling all issues as I am the General Manager" her following comment was "what did the [redacted] go back to [redacted] " and I had numerous ladies in my office hear the entire conversationThis is outlandish that she wants us to pay for her electric bills when we were only doing as told by her home warrantyRoyal Air will be reimbursing Mrs [redacted] $dollarsRevdex.com is here to protect the consumer but also to protect us as well and we ask this be closed we will not give her a pennyWe have again spoken to our legal team and we have 100% lock down coverage and nothing to worry about legally - per we followed all steps as required by ***

Royal Air has reviewed the complaint and I have pulled all previous documentsThe wrong compressor was originally ordered (R-instead of R410) and caught before installation and at second order it was not caught it was supposed to be a stage compressor so a single stage compressor was orderedThe compressor did not damage the outdoor condenser per the second company, once the correct stage compressor is installed the unit will work no problemThere had to be some rewiring done at install and this is why some wires were used and some bypassedThe other company that came out like most in this business are very fragmented and will say whatever to get a sale and make some money [redacted] told the customer the outdoor unit costs in the ballpark of $8,and this is outrageous and highway robbery, so MrsShui is asking for a grand total of $13,which is ludacris and we will not pay any such numberI have spoken with MrLewis (MrsShui's fiancé) and assured him we will come back at no charge and change out the compressor and replace any control boards and wiring that needs to be done to complete the job correctly and get them up and running properlyShe is asking for a refund of the $for Freon cost but since we are putting a new compressor in we will reuse the Freon again so there will be no refund, she paid for it and she received the amount promisedRoyal Air will also not be refunding the $for the second opinion she had from [redacted] - its in her warranty companies policy that if she wishes to get a second opinion from another AC they will provide one at NO charge ($0) so for her to go outside network and ask we pay is not something we doWe will also not be refunding the $service call per this is our contractual agreement with AHS that we collect the $just for showing up so this will not be refunded eitherRoyal Air realizes we made a mistake with the ordering of compressors therefor we will bring the correct compressor out and fix any other issues to hold up our end of the contract per AHSThanks Royal Air Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Regards, I believe the correspondence revealed the dishonesty of Royal Air and their employeesProtecting employees and relatives when in the wrong, including kids, is never a good practiceAs the good book eludes to; whatever you do in darkness will be revealed in the lightWith that, I believe all is good

We have attempted by phone 4 times to reach Mrs. ***, voicemails were left with return phone numbers and she has refused to call us back therefor we are unable to finish whatever it is she is saying isn't finished. At this point after numerous phone calls and Royal Airs willingness to resolve this issue we cannot do anything else for Mrs. [redacted] and ask this be closed.

I will call to set up an appointment this week and resolve all issuesWe will fix the Freon leak and do a thorough diagnosis on the units and make sure before we leave that everything is working 100%We will not be charging any service fees and will absolutely refund any previous service fees we may have chargedWe are going to make sure this is 100% completed this week