Air-Max Heating & Cooling, Inc.

*** *** *** *** *** *** *** *** *** *** *** ***
My name is *** ***Owner of air-max heating & cooling, inc I am responding in reference to Mrs***We are a sub contractor for *** *** Home warrantyWe make no decisions on
their behalfMrs***e had a company dealing with her before usAfter approximately trips to her home for erroneous complaints they refused to service her homeAt this point Home Warranty decided to send usWe replaced her outside unit per *** *** home warrantyI personally repaired her indoor unit and verified that it was workingNot a day later another problemShe knew the warranty company had supplied us with a new unit for her homeI explained to warranty company that her unit was working and that we would return her unit to the supplierThat is our job as a subIf we can fix the unit we are to do soAfter several days of non stop harassing phone calls, I blocked her numberAfter all she is not our custshe belongs to the warranty co. Warranty company after being worn done by Mrs*** advised us to go install the air handlerShe had advised that a family member was sick from heat? Her family room duct work was improperly run which made it impossible to coolShe was advised of that by me on the second visitShe did have a window unit in that room and it was very coolWe called this emergency call to install the unit on Monday and where asked to what until the next day? We were advised by Mrs***e that we would install it and any damage that was created by us would be repaired that day? Very rude and belligerent. We showed up to install the unit and where advised it better be done that day and again we would fix anything that was destroyedA pattern of I want for free had been established many moths ago by Mrs***eWe advised Mrs***e that the air handler would not fit in her closet where the old one satWe advised her that the door frame would need to come off and that she was responsible for thisAs expected she gets rude with my guys and tells them they will not leave her home until its in and complete and she would pay nothingAs she is telling two grown men what they will do I call *** ***I explain the situation and they tell me that she is to pay these non covered chargesShe again flat refusesThe warranty company rep tells me to tell my guys to leaveShe stated that we work for the warranty company not Mrs***eUpon exiting the home Mrs***e advises that if we leave she is suing usMy tech advises her for what we did no workMrs***e by the way filed a complaint on us with Revdex.com before we made our last trip outSo we knew going the final time that she was settings us upA side note, Mrs***e the mother that is contacting the Revdex.com does not own this home it's her daughterI feel if her complaint is even given enough merit to post on the Revdex.com web site that I have been failed as a contractor and memberI have talked to a couple people at your office about this since it was sent to me
Respectfully, *** * *** * ***
%%

This is a rental propertyHomeowner lives out of stateWe left all paper work at home at furnace by duct workwhich is standard practiceWhen we received a call from home owner we then mailed invoice to address providedWe will provide home owner with another copy of invoiceWhich is not a
problem with a good addressI also feel we should not have this on our recordWe provided service at a more than fair priceProvided any info needed to home owner who was dealing with a warranty companyI talked with home owner several times from out of state to make this transaction work for himSo an invoice that has been provided twice was reason to contact the Revdex.com?

We are a contractor for the home warranty company. We were directed by the warranty company to replace the heat pump only. Not the Air Handler. We never set an appt. to install this unit as the warranty company does not schedule our appointment's.  This unit has been installed and is complete...

as per the warranties guidelines. We do not purchase this equipment and we do not charge the homeowner. We are directed and provided the equipment by the warranty company. This unit has been installed and is now complete. We are sorry that the [redacted] had problems but they are not our customer. They belong to the warranty company. The warranty company is their contact point not us as we are only a installing sub contractor. Their complaints to the Revdex.com should be with their provider not us.

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.
Regards,
[redacted]
 
 
 First, as for Mr [redacted]s response to my erroneous reports to my home warranty company to the prior sub contractor he is out of line and wrong. I won't go into discussion about another companies findings only that they were removed from the home warranties list of contractors because of issues that didn't stand up to there standards. Documentation I do have. And the trips they made to the house were made because the work wasn't done properly and the problem continued. That started in May [redacted]. Secondly, yes Mr [redacted]s came out himself and checked on the air handler (inside unit) and found that there had been a 25 amp fuse put in a 3 amp place which this actually was found by one of his employees and at this point my home warranty company had stated that a new air handler would be replaced. A new unit would be installed in my home keep this in mind please. So as I said, Mr [redacted]s came out and stated to me that my home warranty company wanted him to come out and see if there were any parts that could be replaced instead of the new unit. OK, so I beleaved  in him at the time. And he said that he was going to go and get the parts and be right back. So he left and returned about 30 to 30 minutes later which I thought funny since they come out of Louisville or Brandenburg one, not real sure. So he said he went to a warehouse in E-Town and picked up the parts, that got me to thinking very hard. And no paperwork exchanged hands this day or any day after that. So, I called later and checked in on the with the home warranty company about the parts and the new unit and was told that no I was to have a new unit that was to be picked up the next morning by Mr [redacted]. Wow, OK so he says that he told the warranty company had fixed it and he would return the unit well funny thing that they could not reach Mr [redacted]s at all for several days either because they would not answer there phone for them as well or emails. And I was only trying to contact them because when I did get a hold of them on two different occasions appointments were set up and after I had taken off of work to be at home to be there for them to show up they never showed up at all. So, yes I was blowing up there phone to find out where they were and when they were going to show up. After all, it was 95 in the shade and yes I have a 4 year old son that has asthma and has been sick 3 times since all of this has been going on since May all the way through October you go figure, how would you feel and yes I had a small one room air conditioner in the living room but that did nothing for the rest of the house. And as far as the air ducts in my living room I am aware that they need attention what does that have to do with the matter we are discussing? You have to have a working unit before they can even work on them to know how they are going to cool the room, hello Mr [redacted]s grasping at more straws aren't we. And finally as for me wanting anything for free I have stated to Mr [redacted]s before that if money is the issue that it was not problem I plainly stated that they said the wrong unit had been ordered that it was a few inches to tall for the closed it was to be installed in. I was told by them that they were no carpenters and that I would have to get carpenters in there to cut out the space necessary to install the unit before they would install the unit. OMG, what, if you have never had to cut out an area when putting in a unit before than honey I am very sorry for you because my aunt just had a very reputable company, Allen's Heating and Cooling install a complete unit outside and they did carpenter work for return air ducts and all. So, any way all mine consisted of for $75 was a hammer and knocking out the top panel, wow. But, yes I admit I am woman enough to do this to all my faults Mr [redacted]s that I did get upset with his men and they left.  So, as you can tell from there record on there web page reviews and Revdex.com the same actions Mr [redacted]s is performing with me is not out of character for him than with several other customers and home warranty customers. And his reputation goes even further into that of the other business's that I have talked to and know. So, I am fine with what I have gotten done by the professionals that was sent out to our home and the work completed in a very timely manner. I do not play back and forth and I have said my peace and I have stated the truth as it happened with Mr [redacted]s but I will not speak about another company when they are not present to defend themselves.[redacted]

We are a sub contractor for the [redacted] company. Home owner was given a invoice that stated the problem. She was advised that the [redacted] company would be given a diagnosis and They would respond to her. She is their customer and we are again sub contractors for them and that's who we work for....

Their protocol is we respond to them and they will contact cust. The report is given over the phone to the [redacted] company off of the invoice. We have done nothing wrong. Any Revdex.com complaint is with the contract owner *-** home [redacted] not us. Home owner called and talked to service tech, after not hearing what she wanted to hear from HER [redacted] company and is taking it out on us. This is unjust and if homeowner had purchased a home inspection it would have been found. If she did purchase one then it is to be taken up with them not us. Her [redacted] does not cover preexisting conditions and contract states so. If our diagnosis was not satisfactory she has the ability to get a second opinion through her [redacted] company and our service tech stated this to her.

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.
Regards,
[redacted]
 
Prior to performing the job, this business told me telephonically and through text messages (in which I saved) that it would mail me the invoice and all paperwork. I gave them the proper mailing address via text message (saved). They never stated that they would leave paperwork "at the home furnace by duct work."  Furthermore, the tenant in the home has confirmed that no invoice or paperwork was left laying around the furnace or duct work. This business stated in their Revdex.com response that leaving the invoice and paperwork laying around is standard practice. I believe that this is unacceptable. If I pay over $2,200 for a job, the paperwork for the job should have been handed to another human being (either the tenant or myself). I have attempted to contact this business countless times (including today) over the last four months and they have refused to return my voicemails or text messages.

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.
[Provide details of why you are not satisfied with this resolution. Please respond here ONLY]
I am not pleased with their response because first and foremost, they serviced by unit in **/2014 and they should have seen issues at that time if there were any.  Secondly, I did have a home inspection completed prior to purchasing the home so, the information that states I didn't, is incorrect.  For the final reason that I have an issue with them is the fact that I requested a copy of what would be submitted to the [redacted] company and was told by [redacted], the technician, that a diagnosis will be written up and sent in when he got back to the office and the [redacted] company would be contacting me.  after waiting from the 13th til the 19th for someone to contact me, I called the [redacted] company, I spoke with [redacted] and was informed that no diagnosis had been submitted and they would attempt to contact Air Max to see what the delay was since they request that diagnosis be submitted in *4 to 48 hours.  [redacted] also instructed me to call back if I had not heard anything from them in *4 hours.  I did not receive a call, I called the [redacted] company again and they still had not received a diagnosis on the *0th of May.  I called Air Max, left three messages and no returned my call.  I called them from a landline at work and they answered, [redacted], the same technician answered, I asked him about the diagnosis and submitting it, I also requested that he provide me with the same sheet via fax, (which he took the fax number), and I asked if the **0.00 deductible that I paid would go towards the repair if I need to pay for the repair.  He informed me that he would call back in 30 min.  He did not call me back at all.  The following day I called the office again, left a message with no return call.  Once again, I called from a landline at work and [redacted] answered.  I asked what happened to returning my call in 30 minutes and he said he got busy and was just about to call me.  Since last speaking with [redacted] I was informed by the [redacted] company, [redacted] to be exact, that the repair would not be covered.  I informed [redacted] of this and asked for the diagnosis sheet to be sent to me.  [redacted] informed me that [redacted] the owner, said the repair would cost 500.00 dollars and the **0.00 dollar deductible previously paid would not be going towards that.  I asked again about receiving the diagnosis sheet so that I could see all that needs to be repaired and what parts would have to be ordered and [redacted] stated, we aren't interested in doing the work.  I then asked him, why would you take the time to inquire about the cost with the owner if you aren't interested in the work.  [redacted] stated to me, we are already have plenty of work.  I asked again for the diagnosis sheet, I verified the fax number and [redacted] said what for, I told him, if your company which did the assessment isn't interested, I need to have the sheet so that the company I do call for the work, tell be the same issues are present, I need to know that they are telling me the truth.  I then asked for [redacted]'s last name and [redacted] is what I was given by [redacted].  He then asked who is the other company that you have coming out, I asked why does it matter, your company doesn't want the work, he responded well since you were asking me questions, I thought I would ask you some also.  I informed him that I had the right to inquire, because he was at my residence doing work, he then chuckled.  I reminded him to send the fax and he said he would, that was the end of the conversation.  It is 31 May *015 and I have yet to receive the diagnosis sheet from them.  I am not comfortable with the fact that it took so long turning in the diagnosis, they wouldn't answer my calls or return the calls after leaving messages, and I still haven't received the requested information.  So, please do understand all of this combined looks very suspicious to me.  Again, I would like the requested information to compare to the next companies findings and I also would like my apology from them for the delay, and for Air Max to never return to my property again. 
Regards,
[redacted]
 
JUNE 8TH UPDATE ADDED FROM CONSUMER:
I have attached a copy of the photos of my furnace and duct work. I had [redacted] Heating and cooling comes out for an assessment yesterday. They noted that some duct work is hanging down low (pic 1 bottom right of photo) though is not smashed and only needs to be secured back in the proper position. The technician also informed me that the drain line has broken ( pic 5) and the joints are leaking as well has the drain safety is not in place. These two items needs to be repaired. He also noted that the flame ignitor is pitted and the A-coil is rusted. Please do note that Air Max was at my property on 07 OCT *014 and cleaned the flame sensor so they would have seen that he ignitor was pitted and the A-coil is rusted. Also please note from their visit on 13 May *015 that they say nothing about the items listed on the sheet from [redacted]'s, so my question is how this damage occurred. Air Max was there to assess my air flow deduction to one side of the house so all ducts and other parts should have been checked in order to determine the decrease in flow, so why would this information not be noted in their findings. Also, Air -Max informed me on 21 MAY 15 ([redacted]), that the repairs would cost 500.00.....very questionable for a duct repair and "transition adjustment". I ask again for the [redacted] company to review the results of the findings from [redacted] and to please reconsider using Air Max for future purposes. I have already stated previously that Air Max will not be welcomed back at my residence. I look forward to hearing from a representative the *-[redacted] company and from Air Max Heating and Cooling. I can be reached at [redacted] V/R,