Admiral Air Conditioning & Heating

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 For your reference, details of the offer I reviewed appear below.This may be the case, however my home warranty does cover installation issues, so I do not know why my home warranty company would inform the contractors otherwise.Regards, [redacted]

Ok here is what happened, upon arrival found custs drain was plugged, warranty company covered that, after clearing the drain, found water coming out of the top drain stillinvestigated, and found that during original installation, installing company installed drains incorrectlyOne is a primary, and one is a secondary, they were reversedAdvised customer of our findings, also advised him that home warranty only covers wear and tearThis was a non covered item as per his policyThis came from the the home warranty not usAfter advising him, we gave him an estimate to correct problem, he agreed , signed invoice, and paid usThere was no issue at timeMost people think with the home warranty everything is free, and that simply isn't trueThey pay for wear and tear of itemsHis policy didn't cover reversed drain lines, this was a mistake by installation companyWe have to abide by home warranty rulesCustomer was advised and paid in full at time of serviceService tech was ***

My Technician arrived at the home, found a restriction issue in the evap coil portion of the unitwhen we went in the attic, we found that the coil had been installed backwards from a standard issue install, meaning that the coil opening faced the opposite direction as the opening from the
furnaceThe opening of the coil was against the wall, providing us with no access to itWe explained this to the customer, we also explained that we have to report this to the home warrantyThat when there's no access, the customer is responsible providing itIn this case the coil is up against the wall, the only way to gain access is to remove the cased coils entire boxEither way we have to report this to the warranty company, and they would contact herWe are the third party, and we have to go through them, they are her customerWe reported this to the warranty company, and they contacted the customer explaining that unit was improperly installed, and had no access, and they denied her claimThis is between the customer and the warranty company, we never collected any money from the customer what so ever, so if she's looking for her $back, then she needs to file a complaint with the warranty company not with usWe never received paymentFurther I called the customer to help explain the situation, and she became irate, and flat out nasty on the phone, where I had to tell her that I needed to hang up the phone, I will not continue her abusing meIt's in AZ, I get the frustration, we are so far behind as a company, as all are, that were booked out days, ,I did get back with the customer within hrsThis complaint is invalid, and needs to be sent to warranty company if they are unhappy with the out come

Admiral A/C arrived on a Saturday morning on time as requested during a cold spell in which our year old Heat Pump stopped working
The tech arrived and after about minutes informed us that our unit had suffered a severe freon leakage to the point that he was standing in 'a pool of oil' as evidence of the leakage
The resolution was then a pile of nickel and dime charges, including:
* service call $$
* diagnosis of leakage $$$
* repair of leak $$$
* replacement of freon $$$$
The cost was open-ended and dependent on the amount of freon lost and cost of discovered repairsWe had already scheduled another tech to come on Monday and opted to wait for the second opinion before sinking $800+ into a freon leak incident
When the other tech arrived, we did not inform him of the previous diagnosis so as to get a clean unbiased diagnosisThis tech, as we thought, informed us that the freon was lowBut, that was where the story got much more interesting
He immediately knew the unit had already been diagnosed because there were still caps and nuts lying on the roof under the unitHe made absolutely no mention of oil and when I asked about it he said he did not see any indication of a massive leak (which this would have been due to the large amount of freon depletion of a unit that was working up until this week)No such pool of oil, no indication of leakages running in all of the usual placesWeird
In contrast, the second tech did not take advantage of a situation and try to wring out as much as possibleHe took the time to listen to the fact that we just paid a huge sum for this unit and were in a spot about having to spend almost 1/5th more on a freon leakThe value he placed in minimizing our costs to the extent possible while still providing a good service not only saved us a lot of money, but reminded us of what good service really is about

Ok here is what happened, upon arrival found custs drain was plugged, warranty company covered that, after clearing the drain, found water coming out of the top drain still. investigated, and found that during original installation, installing company installed drains incorrectly. One is a primary,...

and one is a secondary, they were reversed. Advised customer of our findings, also advised him that home warranty only covers normal wear and tear. This was a non covered item as per his policy. This came from the the home warranty not us. After advising him, we gave him an estimate to correct problem, he agreed , signed invoice, and paid us. There was no issue at time. Most people think with the home warranty everything is free, and that simply isn't true. They pay for normal wear and tear of items. His policy didn't cover reversed drain lines, this was a mistake by installation company. We have to abide by home warranty rules. Customer was advised and paid in full at time of service. Service tech was [redacted].

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.  For your reference, details of the offer I reviewed appear below.This may be the case, however my home warranty does cover installation issues, so I do not know why my home warranty company would inform the contractors otherwise.Regards,[redacted]

Once again,  the problem with customers unit was a non covereds item, from the home warranty, his drain lines were improperly installed by the original contractor, this was not a covered item under his policy, we verified his coverage. They made the choice to not cover due to it not being normal wear and tear. We are not the home warranty, we abide by their rules and policies. Customer needs to address complaint to them. We check coverage on every customers policy before work is performed. We explained this wasn't covered under his policy, and he asked what it would cost to make repair, we gave him the cost as a non covered repair, he agreed and paid us to do it. He would not have paid us if he wasn't literate of the problem. We always fully explain all to customers, due to sometimes not understanding the scope of the policy. He had opportunity to decline work, or get second opinion, or have work completed, He elected to have work completed, and signed invoice agreeing to have work completed. Out policy is to have customer sign invoice so that they understand the charges. He never expressed any discontent towards repair, until now, after work has been completed.

Once again,  the problem with customers unit was a non covereds item, from the home warranty, his drain lines were improperly installed by the original contractor, this was not a covered item under his policy, we verified his coverage. They made the choice to not cover due to it not being normal wear and tear. We are not the home warranty, we abide by their rules and policies. Customer needs to address complaint to them. We check coverage on every customers policy before work is performed. We explained this wasn't covered under his policy, and he asked what it would cost to make repair, we gave him the cost as a non covered repair, he agreed and paid us to do it. He would not have paid us if he wasn't literate of the problem. We always fully explain all to customers, due to sometimes not understanding the scope of the policy. He had opportunity to decline work, or get second opinion, or have work completed, He elected to have work completed, and signed invoice agreeing to have work completed. Out policy is to have customer sign invoice so that they understand the charges. He never expressed any discontent towards repair, until now, after work has been completed.

Admiral A/C arrived on a Saturday morning on time as requested during a cold spell in which our 1 year old Heat Pump stopped working.

The tech arrived and after about 20 minutes informed us that our unit had suffered a severe freon leakage to the point that he was standing in 'a pool of oil' as evidence of the leakage.

The resolution was then a pile of nickel and dime charges, including:

* service call $$

* diagnosis of leakage $$$

* repair of leak $$$

* replacement of freon $$$$

The cost was open-ended and dependent on the amount of freon lost and cost of discovered repairs. We had already scheduled another tech to come on Monday and opted to wait for the second opinion before sinking $800+ into a freon leak incident.

When the other tech arrived, we did not inform him of the previous diagnosis so as to get a clean unbiased diagnosis. This tech, as we thought, informed us that the freon was low. But, that was where the story got much more interesting.

He immediately knew the unit had already been diagnosed because there were still caps and nuts lying on the roof under the unit. He made absolutely no mention of oil and when I asked about it he said he did not see any indication of a massive leak (which this would have been due to the large amount of freon depletion of a unit that was working up until this week). No such pool of oil, no indication of leakages running in all of the usual places. Weird.

In contrast, the second tech did not take advantage of a situation and try to wring out as much as possible. He took the time to listen to the fact that we just paid a huge sum for this unit and were in a spot about having to spend almost 1/5th more on a freon leak. The value he placed in minimizing our costs to the extent possible while still providing a good service not only saved us a lot of money, but reminded us of what good service really is about.

Ok here is what happened, upon arrival found custs drain was plugged, warranty company covered that, after clearing the drain, found water coming out of the top drain still. investigated, and found that during original installation, installing company installed drains incorrectly. One is a primary,...

and one is a secondary, they were reversed. Advised customer of our findings, also advised him that home warranty only covers normal wear and tear. This was a non covered item as per his policy. This came from the the home warranty not us. After advising him, we gave him an estimate to correct problem, he agreed , signed invoice, and paid us. There was no issue at time. Most people think with the home warranty everything is free, and that simply isn't true. They pay for normal wear and tear of items. His policy didn't cover reversed drain lines, this was a mistake by installation company. We have to abide by home warranty rules. Customer was advised and paid in full at time of service. Service tech was [redacted].

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.  For your reference, details of the offer I reviewed appear below.This may be the case, however my home warranty does cover installation issues, so I do not know why my home warranty company would inform the contractors otherwise.Regards,[redacted]