Air Master

Complaint: ***
I am rejecting this response because: The business owner is leaving out key elements in regard to his "service" There is no service...if the unit fails on a weekend, there is NOBODY to respond to the trouble call till the following week so what was I to do? I had customers leaving my restaurant, and how is writing "he called and electrician, (his brother)" relative to the story at hand? Does it matter that my brother is a a licensed electrician with proven knowledge of HVAC system and deserved to be paidI guess Air Master has sour grapes that we actually had someone here that was looking out for our best interests instead of us being dependent on thievesThe second issue is COMPLETELY their fault as the contactor failed once again, this time for goodThe technician who replaced this part back in May of last year neglected to tighten the wiring connection regard to the terminals that connected power to the rooftop unit, leaving a termination loose created arcing and heating every time the unit started up, till the wire burned completely off the terminal melting the solenoid coil body of the contactor and rendering it useless, and disabling my Air Condition system yet one more time. I show NOT be charged for them to replace a part that they neglected to properly install in the first place, and yes they did threaten to remove the part (which by the way is against the Law) if I didn't fork over the $Also, not only was I forking over $but lost much business by closing the Cafe once again.I have photos of the burned up wire and contactorMy brother (the ELECTRICIAN) said that the only way for that kind of burning/melting is through an improper tightened connection period
Regards,
*** *** Terrace Street Cafe*** *** ***
*** ** ***
*** ***

We were contracted through the Landlord, Ms *** ***, and not the café owner, to replace the heating and cooling system located at Terrace Street Café, Terrace Street, HaworthThe system was replaced on May 12, On Monday, May 18, we received a phone call from Mr *** ***, the
Café owner, that the system stopped working over the weekend, and since we weren’t in the office to receive his call (weekend service was not included in our contract with the building owner), he took it upon himself to call an electrician (his brother, as he stated to us), who is not a licensed HVAC Contractor to check his systemHis brother told him that the contactor was stuck and he “unstuck” it to get it to workThe Landlord was advised of the situation by us and kept informed of the progressOn May 19, we dispatched a technician to the site and the system was runningLater that day, we received a random invoice from the Electrician (his brother) for a $service call that was not authorized by us, nor the landlord, which Mr *** expected us to payWe stated to both Mrand Mrs*** on the or subsequent phone calls that we are under no obligation to pay a third party vendor for any warranty work performed without our prior knowledge, consent or authorizationSince that date the system has been working and there have been no reported service issues. On Wednesday afternoon, July 13, (over a year later since the initial repair was made), we received a service request from Mr*** that his system was not working properly and there was no cold air coming out of the vents and that he had to close earlyIt was explained to him that due to our previous service commitments for the day, we would make every attempt with no guarantee to get there later in the day and if not, we would be there first thing on Thursdaymorning, which he appeared to understandIt was further stated that, as is industry standard, the parts would fall under the manufacturer’s warranty, but the labor is out of warranty as per the contractThe rates were explained to him and he agreed before dispatching service. On Thursday morning, July 14, we placed a priority on his request and our technician was there by 8:am (first stop)Mr *** was informed of the charge again, before we replaced the contactorAfter the technician replaced the part and determined that the unit was running again, there was a delay in getting a check from the customer as neither could be locatedEventually a check was given to the technicianIn closing it should be noted that in our plus years in business, we have not had to answer a complaint from the Revdex.comNo one ever “threatened” that the part would be removed- we are not extortionistsThere was no type of “thievery” committedWe acted accordingly and professionally within the scope of the industryAnd lastly, any HVAC Contractor can service an in-warranty Rheem product, we were under no obligation to go there but did so out of our reputation for providing quality customer service to our clients

Once again, we would like to reiterate the facts: - Terrace Street Café did not contract with us, nor did they pay us for the installation of the system. It was through the landlord. - Weekend service was not included in the contract. - When the customer did need service, we responded according to the terms of our contract and repaired any problems. - We have never had a complaint with the Revdex.com. - Our position has not changed regarding this matter.