Air Comfort

I still do not have anything listing the nature of this customer's complaint but by seeing the name I recall this incident very well because the customers phone call woke me and my wife at our home at 4:AM on a weekend night I think this was thru the Xmas or New Years holiday but am not certain of that A lady using the name of [redacted] was calling in regards to a no-heat problem at the [redacted] residence I remembered the [redacted] name since we had installed a furnace and air conditioning unit in at the home in and he wanted me to look at the project That was August 26th to be exact and I see from his file card record that we have serviced the units two times since date of installation, on 9/17/and on 7/23/ On 10/8/we responded to a no-heat call at the [redacted] and found the problem to be in the chimney liner of the furnace and water heater vent pipe A squirrel had eaten holes in the metal cap flashing and gone down the chimney a few feet eating away at the metal liner and causing a blockage and no draft problem with both the furnace and water heater We installed another new liner in the chimney and cap as needed to get the units operating again The bill would have been four or five hundred dollars to make these repairs but when I even mentioned a charge for the services or parts Mr [redacted] just shrugged it off as if that was our tough luck so he was never billed for any of the repairs at all These units were installed as per code on mechanical permit #M-11-and plumbing permit #P-11-and were inspected by the City Of Caldwell inspectors and by Intermountain Gas Company before this equipment was ever started up for servicing of the home Thus I felt and still do feel that Mr [redacted] should have paid for our repairs and still needs to take care of his squirrel problems because this same thing can happen again Codes can not protect all installations completely from damage caused by animals and mother nature Back to my 4:awakening at home by the [redacted] phone call The lady on the phone said that she had called our shop number and got a recorded message for after hours service so did as instructed but that was minutes ago and still hadn't hear back from anyone I told her that the service is probably on other calls and will contact them at the number they left him as soon as he is free to go to another service call This did not make her happy and asked me if they were expected to stay in a cold house and their pipes allowed to freeze? I told her that it is a first come first serve basis and the man will get to you as soon as he can but some calls may take two or three hours so if they must have service right now then they had the option to call another company who might be able to send a person to their home sooner than we can Mr [redacted] then got on the phone and told me that he would be down to my office Monday morning and address this matter He said it in a hateful manner as a thread to me and I do not appreciate being talked to in that tone of voice He then hung up immediately so I could not respond to him I then called up our serviceman at the emergency number listed on our recording machine and the service tech answered I asked him if he had a call from the [redacted] residence and he said no, he did not have their call showing on his incoming calls He did have two other calls that he went on that same night and when I checked it the next day his phone did not show a call from [redacted] and only the two calls that we did take care of I then checked the night recorder machine and saw where [redacted] had called our shop number but they left a voice message on the record rather than calling the emergency cell phone contact number given out by the voice recorder The machine was working and is still working so obviously they just left a message on a recorder which is only checked the following working day However, the voice message on the recorder gives a person the emergency number to call first then says afterwards that for any other business you are welcome to leave a message I truly don't know how to make it any simpler for customers? My personnel phone number is not listed on that recorder since I am not a service tech that goes out on calls and am only the owner of the buisness who handles paperwork Obviously [redacted] remembered my name and looked my home number up in the phone book because only our shop phone number is listed on my business cards? I had not planned on being at the shop on Monday but made certain that I was there bright and early to meet with Mr [redacted] as per his threat He did not show up and I haven't seen or talked to the people since that night If anything, these people still owe Air Comfort for repairs done in but since I did not bill them in order to keep them as a satisfied customer I shouldn't be complaining about that now However, I feel their going to the Revdex.com to complain about our business when they did not follow instructions and were not unfairly billed or over charged is not fair to us at all I am emailing this to you right away and will print off a copy of it also to mail back to the Revdex.com just in case this email does not come thru Sincerely: [redacted] ***

Initial Business Response / [redacted] (1000, 5, 2016/02/02) */ On January 25, a representative for the customer came into our offices looking for an ignitor for a Luxaire furnaceI located an ignitor and sold it to himThere is a sign at eye level where the part was picked up that says we do not accept returns on electrical partsSubsequently, a call was placed to our office asking for service on the same Luxaire furnaceOur technician replaced the ignition board, cleaned the blower motor, and replaced a missing bolt from the blower motor frameUpon completion the blower motor did not start by itselfOur technician started the blower motor by hand and the furnace was running upon his departureOur technician then recommended replacing the motor or replacing the furnace Rather than put more money into the furnace a quote for replacement was requestedI sent the customer a quote for two Bryant high efficiency furnacesThe customer emailed me explaining that this was for a rental property and he was looking for a more economical optionI then sent a quote for less costly Bryant and Payne 80% furnacesThe installation of either one of these units would allow for a full credit on the previously invoiced amount The customer called me to question the quote that I had sent himHe told me he had other quotes for significantly less from a different manufacturerI explained that I could not match those prices, but I could reduce the cost of the Payne unit should he want to have it installedThe customer said that was not enough and he wanted a full refund for the parts and labor we had previously providedI explained that we could not provide a refund for electronic parts and reiterated that a credit could be provided only towards the purchase of a new furnace from usThe phone conversation was left at that The customer subsequently emailed me asking for a full refund for the parts and laborI responded by email that again explained our policy on not accepting returned electrical parts and again offering a credit towards the purchase of a new unit from us In conclusion, we at Air Comfort, Inccompleted the work we were requested to do by the customerOur policy on electrical parts is clearly stated and does not allow for refunds Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I purchased the service, not the part, and AirComfort tech installed it and performed the workI hired them to fix the furnace that was not workingThey gave me quote of $615, which is quite hefty so I asked if that will fix it because if not then I would rather get a new furnace for few hundred dollars moreThe technician replied that yes it will fix the issueThen when the tech found out that the work he was performing would not fix the furnace, why didn't he take the parts out instead of keep putting them there in the furnace? Had I known that, I would have went with a new furnace to begin with and I had mentioned that to the tech before he performed the work I did not get proper service or advice from the AirComfortI feel like I got tricked and now they quoted me almost double than the competition for a new furnace or they would not refund the money I paid for the service that was not satisfactory and did not fix my furnace Final Business Response / [redacted] (4000, 9, 2016/02/05) */ Initially the customer's representative came into our offices and purchased an ignitor for the furnace and installed it himselfWhen that repair did not solve the problem we were called in for serviceOur technician told the representative that the control board was bad and the furnace was filthyThe technician then quoted a price of $to replace the board and clean the blower motor to the representative, who relayed that to the customer for subsequent approvalWe are not at fault for any miscommunication between the representative and the customer Upon completing the quoted repairs the technician subsequently discovered that the blower motor was also going bad and recommended replacing the motor or the furnaceThere was no way for him to know the motor was bad until he replaced the control boardUpon completion the technician started the motor by hand so as to not leave the customer without heatHe then explained to the representative that he would have to do this again should the furnace stop running Recognizing the cost of repairs was becoming excessive; we offered to credit them in full towards the purchase of a new furnace from usThat is the best we can doIf the customer wants to negotiate after the fact, then he did not do his due diligence beforehand Final Consumer Response / [redacted] (4200, 11, 2016/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The motor would start by hand even before the mother board was replaced so why did the technician replace and then left the board in? why did the technician still left the parts in the furnace if it did not fix the problem? Why was I told it will fix the problem and then say oops you better get a new furnace from us? Then Josh still charged my credit card (which I did not authorize) and sent me quote for a new furnace with 96% efficiency at the price of $3146, whereas the competitor quotes are $or less for the same configuration and optionsThat is more than doubleNow he is saying that I got screwed and deal with itI do not accept thatI was misled and I am not satisfied with the work performed and the customer service

In 2010, Air Comfort upgraded the original install from a 3-ton SEER system to a 4-ton SEER system at no additional costIn almost years, there have been no service calls or maintenance requests on the new 4-ton system until nowMrand Mrs [redacted] had routine motor failure within the warranty period of their equipmentTheir limited warranty is years all parts on the system and years on the compressor No labor warranty was purchased Mr [redacted] received a new motor at no cost and was only obligated to pay for our laborWe have responded to every issue Mr& Mrs [redacted] experienced with their system and to date we know of no other service issues Equipment purchased and installed by Air Comfort is supplied through factory authorized wholesale dealers located in our areaThe wholesale dealers selects the equipment off their shelf once we have given them the model needed It is sold to us new and unusedFactory wholesale dealers have the obligation to honor all factory warranties regardless of the age of the equipment The company performing the work must be a licensed factory dealer Mr& Mrs [redacted] had the option of buying an extended parts and labor warranty that would have covered the equipment for years, but they did not exercise that option There will be no replacement of equipment nor refund of monies *** [redacted] , VP

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 and the matter has been resolved Sincerely, [redacted] />

Initial Business Response /* (1000, 5, 2016/02/02) */
On January 25, 2016 a representative for the customer came into our offices looking for an ignitor for a Luxaire furnace. I located an ignitor and sold it to him. There is a sign at eye level where the part was picked up that says we do not...

accept returns on electrical parts. Subsequently, a call was placed to our office asking for service on the same Luxaire furnace. Our technician replaced the ignition board, cleaned the blower motor, and replaced a missing bolt from the blower motor frame. Upon completion the blower motor did not start by itself. Our technician started the blower motor by hand and the furnace was running upon his departure. Our technician then recommended replacing the motor or replacing the furnace.
Rather than put more money into the furnace a quote for replacement was requested. I sent the customer a quote for two Bryant high efficiency furnaces. The customer emailed me explaining that this was for a rental property and he was looking for a more economical option. I then sent a quote for less costly Bryant and Payne 80% furnaces. The installation of either one of these units would allow for a full credit on the previously invoiced amount.
The customer called me to question the quote that I had sent him. He told me he had other quotes for significantly less from a different manufacturer. I explained that I could not match those prices, but I could reduce the cost of the Payne unit should he want to have it installed. The customer said that was not enough and he wanted a full refund for the parts and labor we had previously provided. I explained that we could not provide a refund for electronic parts and reiterated that a credit could be provided only towards the purchase of a new furnace from us. The phone conversation was left at that.
The customer subsequently emailed me asking for a full refund for the parts and labor. I responded by email that again explained our policy on not accepting returned electrical parts and again offering a credit towards the purchase of a new unit from us.
In conclusion, we at Air Comfort, Inc. completed the work we were requested to do by the customer. Our policy on electrical parts is clearly stated and does not allow for refunds.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I purchased the service, not the part, and AirComfort tech installed it and performed the work. I hired them to fix the furnace that was not working. They gave me quote of $615, which is quite hefty so I asked if that will fix it because if not then I would rather get a new furnace for few hundred dollars more. The technician replied that yes it will fix the issue. Then when the tech found out that the work he was performing would not fix the furnace, why didn't he take the parts out instead of keep putting them there in the furnace? Had I known that, I would have went with a new furnace to begin with and I had mentioned that to the tech before he performed the work.
I did not get proper service or advice from the AirComfort. I feel like I got tricked and now they quoted me almost double than the competition for a new furnace or they would not refund the money I paid for the service that was not satisfactory and did not fix my furnace.
Final Business Response /* (4000, 9, 2016/02/05) */
Initially the customer's representative came into our offices and purchased an ignitor for the furnace and installed it himself. When that repair did not solve the problem we were called in for service. Our technician told the representative that the control board was bad and the furnace was filthy. The technician then quoted a price of $615.00 to replace the board and clean the blower motor to the representative, who relayed that to the customer for subsequent approval. We are not at fault for any miscommunication between the representative and the customer.
Upon completing the quoted repairs the technician subsequently discovered that the blower motor was also going bad and recommended replacing the motor or the furnace. There was no way for him to know the motor was bad until he replaced the control board. Upon completion the technician started the motor by hand so as to not leave the customer without heat. He then explained to the representative that he would have to do this again should the furnace stop running.
Recognizing the cost of repairs was becoming excessive; we offered to credit them in full towards the purchase of a new furnace from us. That is the best we can do. If the customer wants to negotiate after the fact, then he did not do his due diligence beforehand.
Final Consumer Response /* (4200, 11, 2016/02/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The motor would start by hand even before the mother board was replaced so why did the technician replace and then left the board in? why did the technician still left the parts in the furnace if it did not fix the problem? Why was I told it will fix the problem and then say oops you better get a new furnace from us? Then Josh still charged my credit card (which I did not authorize) and sent me quote for a new furnace with 96% efficiency at the price of $3146, whereas the competitor quotes are $1550 or less for the same configuration and options. That is more than double. Now he is saying that I got screwed and deal with it. I do not accept that. I was misled and I am not satisfied with the work performed and the customer service.