Air Conditioning By Jay, Inc.

I have geo thermal system...great service...excellent service man, Richard G[redacted], goes out of his way to keep it all running smoothly. Highly recommended...Aura D[redacted]

We apologize for the delay in getting this rebate processed.  APS has recently become stricter with info it requests as in this case, the correct information on the AHRI certificate was abbreviated on the invoice which was acceptable until just recently.  Below is the email...

correspondence showing that the information was resubmitted to APS on December 11, 2013.

 

From: [redacted]

Sent: Wednesday, December 11, 2013 11:26 AM

To: '[redacted]'

Subject: RE: Incomplete Rebate for [redacted] PID [redacted]

 

Here is the updated invoice.

Thank you

 

From: [redacted] [mailto:[redacted]]

Sent: Tuesday, December 10, 2013 3:20 PM

To: [redacted]

Subject: Incomplete Rebate for [redacted] PID [redacted]

 

**,

 

I just received a call from [redacted] about the status of his rebate. I do not recall and cannot find an e-mail sent to you requesting this missing information. However, I do see in the notes that we sent a fax on 10/4/13 and again on 11/13/13 and have received no response.  Mr. [redacted] is not happy in that his unit was installed in July and it was not submitted until September and we have now had the rebate for 12 weeks and it is not paid.

 

The reason the rebate is incomplete is that both model #s are incomplete on the invoice. Invoice has [redacted]. AHRI certificate has [redacted] and [redacted]. The numbers in red are what is missing. Please make these corrections and return the corrected invoice to me by tomorrow morning so that we can get this customer in the check request this week.

 

 

Sincerely,

 

Program Administrator

 

APS Residential Energy Efficiency Programs

------ NOTICE ------

This message may contain confidential or privileged information. If you are not the addressee, please return the message to its sender and delete it from your files.

The rebate is in processing with APS.  We have requested that it be expedited but have no real control over how quickly they process and get this to the client.

Thank you for your help with this,

General Manager / AC by Jay

Recently, I had to replace my entire heating and cooling system and AC by Jay was the best price (I got 3 bids) and the installation went without a hitch. I was worried about all the equipment that had to go through the attic access, which was over my washer and dryer on a wood floor, and there wasn't one scratch on anything! AC by Jay stands behind their products and provides outstanding customer service. They bent over backwards to help me get a rebate on my new system! I can't say enough good things about AC by Jay - they always go above and beyond to help their customers.

I have been doing business with AC by J for almost 30 years and have always had a positive experience. The technicians are knowledgeable, courteous, on time and personable. I would highly recommend this company.

Good morning,I am responding to the complaint filed by [redacted].  We have been working with this customer since early January to finalize his [redacted] rebate paperwork.  I have included email correspondence that shows we made several attempts to contact the renters in Mr. [redacted] home...

in order to gather the necessary information.  Mrs. [redacted] met us at the property on Friday, January 31, 2014.  The install was completed on July 24, 2013.  [redacted] has a 6 month window for their rebate program which had past by that date.  A check for the rebate amount will be issued to the [redacted] from AC by [redacted] on Thursday.  In addition, as stated in our email correspondence, we have given them a 1 year plumbing maintenance and an additional year of maintenance on their equipment.Thank you for your help with this situation,[redacted]General ManagerAC by [redacted], Inc.

Air Conditioning By Jay has become a trusted resource for all of our HVAC needs. They replaced two AC units several years ago, and we have them do the semi annual tune ups as well, in addition to the occasional service call.

They are highly reliable, always on time -- even at midnight on an emergency call -- extremely professional, and respectful of our property. We usually have the same tech when needed which is comforting since he knows the house and the units.

I wouldn't hesitate to recommend them for any HVAC job, no matter how big or small it might be.

Upon coming home late Friday night, I noticed our upstair AC had stopped working. I called AC By Jay early next morning just planned to leave a message for an earliest appointment possible after the weekend. I was surprised to be offered an appointment at 11 AM the same day! Tim, the service tech, fixed the problem almost right away. He also took time to explain to us the nature and the cause of the problem in a language we understood.

AC By Jay installed my two units almost 10 years ago. I have been doing business with them ever since. They have always been professional, knowledgeable, courteous, and on time. They are the company to keep.

Good afternoon,A service call was originally set up on August 26th.  The Mr. [redacted] (the tenant) to diagnose the air conditioner.  When our tech arrived, Mr. [redacted] requested that he also look at the evap cooler.  Once the technician completed the inspection of both, he gave...

the recommendations to Mr. [redacted].  Mr. [redacted] informed the tech that he is a tenant and that he would pass the information on to the owner.  There was no charge for this visit.Later that same day, we were called back because the evap cooler was not working.  He was yelling at the office, demanding someone come back at no charge because the evap was not working.  He also threatened to call the police, the news and anyone he could.  Our tech called the client before arriving at the home as Mr. [redacted] stated "you have no idea who you are [redacted] with."  When our tech explained that if he continued to threaten him that he would not return.  Mr. [redacted] then said that it was okay for the tech to come out.Once the tech arrived, Mr. [redacted] apologized, saying that he had overreacted earlier.The technician found that the evap cooler's disconnect was piggy backed to the AC  and a wire had come loose (possibly during our earlier service)  The wire was reconnected and there was no charge for this service.  Mr. [redacted] thanked him for coming back out.Mr. [redacted] signed both invoices showing that he was not charged for either call and noting that the cooler was working when our tech left the second time.  We survey all clients.  Clients that come from [redacted] are also surveyed by them.  We received a call the following day from [redacted] stating that the client was unhappy.  We attempted to contact him (left a message) and received an email a few hours later in response to our survey and follow up phone call that he was not happy.  He has not responded to our attempts to follow up.Mr. [redacted] has not paid any money and he acknowledged with his signature that the cooler was working after the tech's second visit.I am not sure why Mr. [redacted] feels that we left his cooler not working and do not feel that we should make repairs on A/C equipment that was not working when we arrived.Thank you for your help with this matter,[redacted]General Manager

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.

Regards,

As of January 10, 2014 I have not received a rebate check.  Nor has anyone from AC by Jay taken the time to communicate directly with me or even offer an apology.

Even if I receive a check tomorrow, the fact remains that it will have taken AC by Jay nearly six months to fulfill the terms of their contract and process a simple rebate check.  The only reason it appears to be given any attention now is because of the numerous phone calls, emails, and now a Revdex.com complaint that I have been forced to file.

A customer simply shouldn't be required to go to these lengths for a company to stand behind their promises.   The company had complete control to resolve this issue months ago and chose to let it linger and knowingly allow a customer to become increasingly dissatisfied.

Until I receive the rebate check (or an equivalent amount from AC by Jay) and a written apology from the company ownership I will continue to remain dissatisfied.

According to APS, the check was issued and sent on January 2nd, 2014.  Mr. [redacted] should be in possession of this check already.  We have asked APS to identify if the check has been processed by the client.  We do apologize for portion of delay that was resulted from us.   We worked diligently with APS to try and get this expedited as soon as we were aware of the issue.

[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.]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.  However, I resent the fact that you imply that we were somehow at fault in this matter.  Having to resolve this in January when the install was completed nearly 5 months before.  I began calling to check on the status of the rebate in October and was told that it had never been filed.  Then I was told that our file had been misplaced.  We must cooridinate with the tenant as well and it took some time to do that, but it never should have gotten to that point if the rebate had been applied for when the install was complete.  I appreciate the fact that you will issue the rebate, but it was a needlessly painful process to get it.  [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.

Regards,

This

is simply more deflection and a failure to take responsibility on the part of

AC by Jay.  Clearly, had AC

by Jay submitted the proper information in a timely manner (or even responded

to the APS requests for more information) this issue would have been resolved

long ago.  It should also be noted that no one from AC by Jay has

made any effort whatsoever to reach out to me to assauage my concerns (not to mention taking two weeks to even respond to a Revdex.com complaint.)  I still have not received a rebate check as of January 8, 2014 (nearly six months after the unit was installed.)

I have used many A/C companies over the years. I have been using A/C by Jay for the last 4 years. They are really, really great. The techs do not get paid commissions therefore there is no way you will be sold on something your don't need. I highly recommend this company. [redacted]

We have been with AC by Jay for 21 years. During that time they have proven to be very reliable and dependable. Their technicians are always polite and knowledgeable. I purchased a whole unit from them 9 years ago, and it has performed well and when there has been an issue, they have fixed it under warranty. I would recommend them to anyone who needs to find a reliable AC company.

Review: I had the company send a repair technician to diagnose the problem with my Heat Pump. I have both a Heat Pump and Swamp Cooler. When the technician arrived the Swamp Cooler was operating normally, when he left, it didn't operate at all.

To inspect the Heat Pump the technician had to remove a fuse. This fuse controlled the electrical supply for both units. It is my guess that the technician did not replace the fuse.Desired Settlement: I want the company, no only to, return my Swamp Cooler to working order. But, as compensation for my discomfort, to repair my Heat Pump.

Most of all, I want them to stop trying to thank advantage of disabled Senior Citizens.

Business

Response:

Good afternoon,A service call was originally set up on August 26th. The Mr. [redacted] (the tenant) to diagnose the air conditioner. When our tech arrived, Mr. [redacted] requested that he also look at the evap cooler. Once the technician completed the inspection of both, he gave the recommendations to Mr. [redacted]. Mr. [redacted] informed the tech that he is a tenant and that he would pass the information on to the owner. There was no charge for this visit.Later that same day, we were called back because the evap cooler was not working. He was yelling at the office, demanding someone come back at no charge because the evap was not working. He also threatened to call the police, the news and anyone he could. Our tech called the client before arriving at the home as Mr. [redacted] stated "you have no idea who you are [redacted] with." When our tech explained that if he continued to threaten him that he would not return. Mr. [redacted] then said that it was okay for the tech to come out.Once the tech arrived, Mr. [redacted] apologized, saying that he had overreacted earlier.The technician found that the evap cooler's disconnect was piggy backed to the AC and a wire had come loose (possibly during our earlier service) The wire was reconnected and there was no charge for this service. Mr. [redacted] thanked him for coming back out.Mr. [redacted] signed both invoices showing that he was not charged for either call and noting that the cooler was working when our tech left the second time. We survey all clients. Clients that come from [redacted] are also surveyed by them. We received a call the following day from [redacted] stating that the client was unhappy. We attempted to contact him (left a message) and received an email a few hours later in response to our survey and follow up phone call that he was not happy. He has not responded to our attempts to follow up.Mr. [redacted] has not paid any money and he acknowledged with his signature that the cooler was working after the tech's second visit.I am not sure why Mr. [redacted] feels that we left his cooler not working and do not feel that we should make repairs on A/C equipment that was not working when we arrived.Thank you for your help with this matter,[redacted]General Manager

I've been using A/C by Jay services for 10+ years. All the technicians that came to my house were very professional. They take the time to explain what is going on with my unit if they find some problem or when I ask a question. Now they also use the smart phone to take pictures or film what they detected so it is easier for me to understand and make a decision. They were recommended by a co-worker and several people at my office use their services. I also recommend A/C by Jay.

The service tech was on time and called first to let me know he was on his way. He was professional and courteous. He answered my questions and gave further explanation, if necessary.

I have been using AC by Jay for nearly 20 years and have never had any problems. Their yearly service package is an excellent deal. If fact when my daughter bought her first house she also starting using them. When my unit required replacing they offered a great price and the transfer of unit was seamless.

Fairly quick response, tech was extremely knowledgeable and fixed problem ,immediately. Strongly recommend.

You get what you pay for. Professional, timely, no hassle service.

We've had several plumbing issues in our older home (under sink water leakage,hot water tank replacement,broken in-sink waste disposal unit etc) prompting encounters with plumbers. By far, we have found the service offered by AC by J to be the best. Their work is guaranteed and in 2 instances, they easily returned and remedied the issues. From the up-beat ladies who answer the phone and their prompt actions to the on-time, friendly, respectful professional service of the plumbers, we trust and definitely recommend AC by J.