Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Possibly because you never called me back! I have an appointment to have it replaced on March 18th in the morning, please send someone this time that knows my unitSo sad that this is the most communication with you in the last months
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, but actions speak louder than words Resolution was promised before Regards, [redacted]
Dear Mr [redacted] I would like to apologize for the service that you have received .please give me a call at the office so that I can order this part that needs to be replaced and I will install it for you at no chargeThank you again [redacted]
As we discussed, the company was in the process of issuing you the check but you requested to have it put back on your mastercard I would suggest to give it a couple of days before you see it post to your acct I have attached proof of the transaction that we put it back on you mastercard
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am not sure I understand why payment must be made in two parts, but it is acceptable Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Now I’m mad Really mad.My mother did not contact Cowboy A/C She received an unsolicited call offering a promotional inspection of her vents and ductwork, a thinly veiled ploy to get a sales technician named [redacted] inside the door He went immediately to the filter door and announced it was packed with imaginary cat hair There was no inspection of the ducts or vents There were no packed balls of cat hair or any other debris [redacted] then advised her that her compressor was running hot and needed replacement I have no idea what inspection was actually performed, or authorized I don’t believe there are any vents or ductwork outside, and Mom has no idea what a compressor is She was not offered any options None are listed in Cowboy’s response.Cowboy’s response indicates that due to her age, it is company policy to ask someone like my mother if she has anyone to help her make a decision According to ***, she "has a son but he usually doesn’t answer the phone." However, when mom realized they were taking the outside unit apart, she called me and amazing as it seems, I answered I was there in about fifteen minutesI’d like to see a written copy of their company policy I spoke to [redacted] that evening He said he makes deals like this all the time with elderly women If I had issues, he advised I take it up with the owner.I called the next morning and eventually spoke to [redacted] According to Cowboy’s response to the Revdex.com, I was given two options; to recharge the unit and put it back together at no cost, or go with an “upgraded package.”This is beyond fiction This is a lie From the outset I told them to put everything back like it was before [redacted] showed up There was never any discussion of an upgrade and no agreement to do anything else.As to the finance contract, Mr [redacted] said he had a mother too and not to worry We would tear it up Once the original unit was running, Mr [redacted] offered to put a meter on it, and monitor the unit over the weekend to make sure it was performing.Efficient or not, this was a working air conditioner, blowing cold air until Cowboy’s took it apart There was no emergency No urgency Certainly no cause to talk my elderly mother into a loan at 28% interest on a $3,debt she doesn’t need and can’t afford.On 5/26, mom signed a piece of paper showing that a condenser had been installed outside Again, she doesn’t know a condenser from a compressor or a Volkswagon The air was back on The paper acknowledged only an installation No charge was indicated.Cowboy’s states they never heard from us and assumed all was well Except I called Mr [redacted] several times, even reaching him out of town I was told everything was okay, and Wells Fargo probably set up an account simply to close the paperwork There would be a zero balance and not to worry about it.Well, apparently there is plenty to worry about, and this is not resolved.Cowboy’s needs either to find and return the unit they took, in working condition, or clear the bill now If not, it will be more than the magnetic sign mom will have on her car, warning people not to trust Cowboy’s Or the website I am perfectly capable of standing up, inviting people to hear her story Or the tee-shirts that say “Cowboy’s A/C Sux Ask me why.” It will be a complaint to the Department of Licensing and RegulationIt will be a complaint to the State Attorneys General If necessary, it will be a civil suit, not before the bench in municipal court, but circuit court and twelve sympathetic faces with compassion for the elderly They will like my mom They will not like *** They will not like Cowboy’s, and Cowboy’s will not like the demand for treble damages and legal fees There will be the power of subpoena Phone records Likely proof of recurring business practices which we will share with the state, and a chance for [redacted] and others to perjure themselves on the standWe may even find some of those elderly ladies that [redacted] sells all his air conditioners to.Cowboy’s needs to do the right thing and fix this Now Before it goes any further [redacted] for [redacted] Regards, [redacted] ***
Mr[redacted] called us labor day weekend and had no way of verifying that the unit was under warranty and at no time did he state that he's unit had a warrantyWe can only go of of what most warrants are which is 5years.We would like to offer a discount to remediate this issue.We would like to offer a refund
Good morning MRS*** we are so sorry to hear about your system not working properlyWe are also so sorry to hear that you had a bad experience with that other company.Thank you for giving us the opportunity to make things right with your inside unit The probably that you are having is with the
outside unitAs we all know things do break downWhat we did for you last year was the indoor coilWhich was a problem with the freon leaking.The problem that you have now is that your outside unit is not coming onSo what I would like to propose is that we can go back out there and fix the outside unit fore freePlease let us know if this works for you thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is only satisfactory if they no longer contact me
Regards,
*** ***
WE ARE SORRY TO HEAR THAT THE CUSTOMER IS UPSET WITH THE SERVICEOUR RECORDS SHOW THAT WE SERVICE THIS CUSTOMER EACH YEAR AND MADE RECOMMENDATIONS TO MAINTAIN HER UNITDUE TO THE LACK OF PERSONAL MAINTENANCE WE RECOMMENDED REFURBISHING THE COILTHE CUSTOMER OPTED FOR THIS AND THE WORK WAS
COMPLETED AND SIGNED FOR
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you!
Complaint: ***
I am rejecting this response because:
Regards,
*** *** *** had the coil back in
September yes that was not the point, he wanted to charge me to have it installedWhen we asked why he said that he had to ask his supervisor, we waited then called back spoke with *** who was having family problemsThen he did not call backI have had more communication from *** (who answers the phone) than anyone thereI don't want to be charged, I want them to honor the year warranty on labor and parts or take both units out, after they pay the balance of approx$7K. I waited months for a sorry, unacceptableCan not tell the truth it was not about the part at all
Good morning sir this is *** *** with cowboys a/c I spoke to you about refunding you the amount of 175.00.We at cowboys approved the refund you should be getting it any day now
Mrs*** *** contacted Cowboys AC and Heating on May 22, and set up a service for us to go out to do a point tune up for her air conditioning unit that included a visual air duct inspectionShe set it up for May 25, Our Service tech went out to perform the service and gave Mrs
*** some options since her unit was not working efficientlyOne of the recommendations made was to replace her compressorMrs*** opted to get that work done and to help with financing, was partnered with Wells FargoDo to her age, it is company policy that the technician ask if anyone helped her make decision regarding her financing prior to any work being doneMrs*** stated that she had a son but he usually doesn’t answer the phone and that she was the sole decision maker for her homeMrs*** signed off on the invoice as well as the finance agreementThe job was set up the same day for the work to start that eveningOur install team picked up the equipment and returned to Mrs***s homeThe installers recovered the freon and started to cut the equipment outAt this point Mrs***s son came home and had the install team stop the workHe told the installers to stop what he was doing and that he would personally call the office the next morning to deal with this situationThe installer informed him that the unit was only disconnected and that it would not cool for the night since the Freon was already recoveredThe office also called Mrs*** to make sure she was aware that she would not have any air for the night and she understood and said that her son told her he would handle everything in the morningMr*** did call the office on May 26, and spoke to a manager explaining he does help his mother with her financesAfter explaining the situation and his mothers decision Mr*** was given two options, one to recharge the unit and put it back as is at no cost other then the original trip charge and second option was an upgrade to replace the condenser at the same price as the compressorMr*** opted to go with the new upgraded packageCowboys sent an install team out that afternoon to do the work as agreed upon and Mrs*** did sign off once everything was completedCowboys were unaware that there was any further issueMror Mrs*** have not made any attempt to get in touch with us regarding any issues
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They came out the next day and fixed the problemThank you so much!
Regards,
*** ***
We are sorry Mr*** feel that we have taken advantage of his motherThat is never our intentionsWe did contact Mrs*** on an advertisement promotion we were offering for an air conditioning tune up not a duct serviceNow it was a point service that did include a visual inspection of the duct work but for the most part it was to service the unit itselfOur intention at that time was to provide the service and build a roper with the customerWe do however report any findings as well as solutions for the customerWe were in communication with Mr*** shortly after the work was started and when he asked for the work to be stopped it was immediately** did have a conversation with Mr*** regarding the work and we moved forward with the new package per that conversationCowboys never received the cancellation request that is on the back of our invoices or any other letter wanting to put a stop to any work so once the paperwork was signed after the job was completed we assumed there were no further issuesNeither Mr or Mrs *** every made any further contact with the office to voice any concern with this workWe would like to encourage Mr*** to contact the office directly to try to come to a resolution on this matterOur goal is to work with Mr and Mrs *** to resolve this as soon as possibleThe office number is *** ***Cowboys Air Conditioning & Heating*** *** ***
*** *** *** ***
Complaint: [redacted] I am rejecting this response because: Regards, [redacted] Possibly because you never called me back! I have an appointment to have it replaced on March 18th in the morning, please send someone this time that knows my unitSo sad that this is the most communication with you in the last months
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, but actions speak louder than words Resolution was promised before Regards, [redacted]
Dear Mr [redacted] I would like to apologize for the service that you have received .please give me a call at the office so that I can order this part that needs to be replaced and I will install it for you at no chargeThank you again [redacted]
As we discussed, the company was in the process of issuing you the check but you requested to have it put back on your mastercard I would suggest to give it a couple of days before you see it post to your acct I have attached proof of the transaction that we put it back on you mastercard
SIRWe are so sorry I will get this resolved ASAP Thank you
We apologize for the inconvenienceWe have removed all # from are computers
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I am not sure I understand why payment must be made in two parts, but it is acceptable Regards, [redacted]
Complaint: [redacted] I am rejecting this response because:Now I’m mad Really mad.My mother did not contact Cowboy A/C She received an unsolicited call offering a promotional inspection of her vents and ductwork, a thinly veiled ploy to get a sales technician named [redacted] inside the door He went immediately to the filter door and announced it was packed with imaginary cat hair There was no inspection of the ducts or vents There were no packed balls of cat hair or any other debris [redacted] then advised her that her compressor was running hot and needed replacement I have no idea what inspection was actually performed, or authorized I don’t believe there are any vents or ductwork outside, and Mom has no idea what a compressor is She was not offered any options None are listed in Cowboy’s response.Cowboy’s response indicates that due to her age, it is company policy to ask someone like my mother if she has anyone to help her make a decision According to ***, she "has a son but he usually doesn’t answer the phone." However, when mom realized they were taking the outside unit apart, she called me and amazing as it seems, I answered I was there in about fifteen minutesI’d like to see a written copy of their company policy I spoke to [redacted] that evening He said he makes deals like this all the time with elderly women If I had issues, he advised I take it up with the owner.I called the next morning and eventually spoke to [redacted] According to Cowboy’s response to the Revdex.com, I was given two options; to recharge the unit and put it back together at no cost, or go with an “upgraded package.”This is beyond fiction This is a lie From the outset I told them to put everything back like it was before [redacted] showed up There was never any discussion of an upgrade and no agreement to do anything else.As to the finance contract, Mr [redacted] said he had a mother too and not to worry We would tear it up Once the original unit was running, Mr [redacted] offered to put a meter on it, and monitor the unit over the weekend to make sure it was performing.Efficient or not, this was a working air conditioner, blowing cold air until Cowboy’s took it apart There was no emergency No urgency Certainly no cause to talk my elderly mother into a loan at 28% interest on a $3,debt she doesn’t need and can’t afford.On 5/26, mom signed a piece of paper showing that a condenser had been installed outside Again, she doesn’t know a condenser from a compressor or a Volkswagon The air was back on The paper acknowledged only an installation No charge was indicated.Cowboy’s states they never heard from us and assumed all was well Except I called Mr [redacted] several times, even reaching him out of town I was told everything was okay, and Wells Fargo probably set up an account simply to close the paperwork There would be a zero balance and not to worry about it.Well, apparently there is plenty to worry about, and this is not resolved.Cowboy’s needs either to find and return the unit they took, in working condition, or clear the bill now If not, it will be more than the magnetic sign mom will have on her car, warning people not to trust Cowboy’s Or the website I am perfectly capable of standing up, inviting people to hear her story Or the tee-shirts that say “Cowboy’s A/C Sux Ask me why.” It will be a complaint to the Department of Licensing and RegulationIt will be a complaint to the State Attorneys General If necessary, it will be a civil suit, not before the bench in municipal court, but circuit court and twelve sympathetic faces with compassion for the elderly They will like my mom They will not like *** They will not like Cowboy’s, and Cowboy’s will not like the demand for treble damages and legal fees There will be the power of subpoena Phone records Likely proof of recurring business practices which we will share with the state, and a chance for [redacted] and others to perjure themselves on the standWe may even find some of those elderly ladies that [redacted] sells all his air conditioners to.Cowboy’s needs to do the right thing and fix this Now Before it goes any further [redacted] for [redacted] Regards, [redacted] ***
Mr[redacted] called us labor day weekend and had no way of verifying that the unit was under warranty and at no time did he state that he's unit had a warrantyWe can only go of of what most warrants are which is 5years.We would like to offer a discount to remediate this issue.We would like to offer a refund
Good morning MRS*** we are so sorry to hear about your system not working properlyWe are also so sorry to hear that you had a bad experience with that other company.Thank you for giving us the opportunity to make things right with your inside unit The probably that you are having is with the
outside unitAs we all know things do break downWhat we did for you last year was the indoor coilWhich was a problem with the freon leaking.The problem that you have now is that your outside unit is not coming onSo what I would like to propose is that we can go back out there and fix the outside unit fore freePlease let us know if this works for you thank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is only satisfactory if they no longer contact me
Regards,
*** ***
WE ARE SORRY TO HEAR THAT THE CUSTOMER IS UPSET WITH THE SERVICEOUR RECORDS SHOW THAT WE SERVICE THIS CUSTOMER EACH YEAR AND MADE RECOMMENDATIONS TO MAINTAIN HER UNITDUE TO THE LACK OF PERSONAL MAINTENANCE WE RECOMMENDED REFURBISHING THE COILTHE CUSTOMER OPTED FOR THIS AND THE WORK WAS
COMPLETED AND SIGNED FOR
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you!
Complaint: ***
I am rejecting this response because:
Regards,
*** *** *** had the coil back in
September yes that was not the point, he wanted to charge me to have it installedWhen we asked why he said that he had to ask his supervisor, we waited then called back spoke with *** who was having family problemsThen he did not call backI have had more communication from *** (who answers the phone) than anyone thereI don't want to be charged, I want them to honor the year warranty on labor and parts or take both units out, after they pay the balance of approx$7K. I waited months for a sorry, unacceptableCan not tell the truth it was not about the part at all
Good morning sir this is *** *** with cowboys a/c I spoke to you about refunding you the amount of 175.00.We at cowboys approved the refund you should be getting it any day now
Yes mam we are going to honor the ten year warrantyAt the time we were not aware that you were offered ten year warranty on parts and labor
Mrs*** *** contacted Cowboys AC and Heating on May 22, and set up a service for us to go out to do a point tune up for her air conditioning unit that included a visual air duct inspectionShe set it up for May 25, Our Service tech went out to perform the service and gave Mrs
*** some options since her unit was not working efficientlyOne of the recommendations made was to replace her compressorMrs*** opted to get that work done and to help with financing, was partnered with Wells FargoDo to her age, it is company policy that the technician ask if anyone helped her make decision regarding her financing prior to any work being doneMrs*** stated that she had a son but he usually doesn’t answer the phone and that she was the sole decision maker for her homeMrs*** signed off on the invoice as well as the finance agreementThe job was set up the same day for the work to start that eveningOur install team picked up the equipment and returned to Mrs***s homeThe installers recovered the freon and started to cut the equipment outAt this point Mrs***s son came home and had the install team stop the workHe told the installers to stop what he was doing and that he would personally call the office the next morning to deal with this situationThe installer informed him that the unit was only disconnected and that it would not cool for the night since the Freon was already recoveredThe office also called Mrs*** to make sure she was aware that she would not have any air for the night and she understood and said that her son told her he would handle everything in the morningMr*** did call the office on May 26, and spoke to a manager explaining he does help his mother with her financesAfter explaining the situation and his mothers decision Mr*** was given two options, one to recharge the unit and put it back as is at no cost other then the original trip charge and second option was an upgrade to replace the condenser at the same price as the compressorMr*** opted to go with the new upgraded packageCowboys sent an install team out that afternoon to do the work as agreed upon and Mrs*** did sign off once everything was completedCowboys were unaware that there was any further issueMror Mrs*** have not made any attempt to get in touch with us regarding any issues
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They came out the next day and fixed the problemThank you so much!
Regards,
*** ***
We are sorry Mr*** feel that we have taken advantage of his motherThat is never our intentionsWe did contact Mrs*** on an advertisement promotion we were offering for an air conditioning tune up not a duct serviceNow it was a point service that did include a visual inspection of the duct work but for the most part it was to service the unit itselfOur intention at that time was to provide the service and build a roper with the customerWe do however report any findings as well as solutions for the customerWe were in communication with Mr*** shortly after the work was started and when he asked for the work to be stopped it was immediately** did have a conversation with Mr*** regarding the work and we moved forward with the new package per that conversationCowboys never received the cancellation request that is on the back of our invoices or any other letter wanting to put a stop to any work so once the paperwork was signed after the job was completed we assumed there were no further issuesNeither Mr or Mrs *** every made any further contact with the office to voice any concern with this workWe would like to encourage Mr*** to contact the office directly to try to come to a resolution on this matterOur goal is to work with Mr and Mrs *** to resolve this as soon as possibleThe office number is *** ***Cowboys Air Conditioning & Heating*** *** ***
*** *** *** ***