Air Trends A/C and Heating LLC

Complaint: [redacted] I am rejecting this response because:The company has been out time and time again to fix the system the "final"time only to have it malfunction again within days or weeksI therefore, do not trust having someone "fix" it for the umpteenth timeIt WILL fail again.I was offered a refund for equipment minus a 15% restocking fee and no refund for laborI paid, in good faith $to have this thing be installed and work 24/I should be refunded the full amountI can't help if the labor I paid for was ineffective and the packaging was removed at installation by the companyI should not be charged restocking.I got along very well with the salesman, [redacted] Mr [redacted] reports to the contrary, are completely untrueI did not enjoy one of the installers, ***, who had no regard for trying to prevent damages to my homeI had had brand new cabinets installed prior to this installation which were chipped, a useless hole drilled in them and all custom doors permanently damagedThe doors no longer line up or latchI have paid people to try to fix them but to no availThey will need to be replacedWhen I mentioned the damage to [redacted] during one of his numerous attempts (sometimes lasting well into the evening), he laughed and said, "Oops!" The cost to repair this damage will easily be $1000, if not more.I was mistaken on what I paid Austin Homes SystemsSeemed I was shelling out lots of money beyond the original bid, therefore I lost trackAlso, Mr [redacted] didn't hear from us "for months" recently regarding problems because we were out of town since mid May and just recently returned to a non-working systemI emailed him on FridayHe suggested one action but it failed to helpThat is what began our email communication on SaturdayI know they have the ability to analyze and "fix" things remotely and I was hoping either Mr [redacted] could do that or one of his installers (who have done this on Saturdays and Sundays, during the months long saga.Lastly, I did not use the word "irate" to describe Mr [redacted] I said he "became angry" which is exactly the truthI am fed upThank you [redacted] Regards, [redacted]

This was a job that was originally sold by [redacted] who was let go not long after this project was completed.  The client did not get along very well with the salesperson over her project, so I took over and completed the project.  I saw that there was a missing component to the project...

so I sent over a technician to install over $600 of equipment that I did not charge for since there where a few problems getting the system going.  After this point the system was working I had not heard back from the client until Saturday.  I received several emails in a short period of time and responded as quickly as I could, I did relay to the client that I was watching my 2 and 4 year old children.  Once my wife returned home I did attempt to call the client to no avail, now the client has filed this complaint and has asked for her money back.  There are 2 false statements here, 1 I was never irate with here because there was no communication, second $12,000 is not a correct amount.  I have attached the correct invoices that show the total amount and my email responses.  I was happy to send someone over to her house today to get the system back online but she did not care for that.Thank You,[redacted]President

I have included in this response the email response I received on Saturday when I attempted to contact Mrs. [redacted].  As earlier noted I was taking care of my 2 and 4 year old children that require constant attention and make it hard to talk to clients, especially when service calls over the phone can be lengthy.  Mrs. [redacted]s response was "if you called to yell at me, I don't have time", then goes on with "I'll file the complaint and find someone who knows what they are doing to fix this."In this correspondence she has somehow perceived that I am angry.  This has never been the case, I have been doing Audio Video for 12 years now and I have learned not to get upset over electronics.  I was simply calling to help with the system.  I have included a snapshot of my Control4 dashboard that shows I have 88 automation systems online, all of which are working.  This system was also working for a very long time.  My conclusion is that while away from home for an extended period of time there was a power outage that got the network based system out of sync, a common problem with todays technology and a very simple fix. I have over 600 clients, all of which are pleased with my work and many have written great things on the internet about my teams extensive knowledge and professionalism. I have made several attempts to call and come out and get the system working.  I do not believe that I owe a refund for this project.  The system has been in place since November of 2015 and there are elements of this system that cannot not be removed, like wiring infrastructure behind walls and speakers that are installed into drywall. In my contract it states that "

Complaint: [redacted]
I am rejecting this response because:The company has been out time and time again to fix the system the "final"time only to have it malfunction again within days or weeks. I therefore, do not trust having someone "fix" it for the umpteenth time. It WILL fail again.I was offered a refund for equipment minus a 15% restocking fee and no refund for labor. I paid, in good faith $8272.59 to have this thing be installed and work 24/7. I should be refunded the full amount. I can't help if the labor I paid for was ineffective and the packaging was removed at installation by the company. I should not be charged restocking.I got along very well with the salesman, [redacted]. Mr. [redacted] reports to the contrary, are completely untrue. I did not enjoy one of the installers, [redacted], who had no regard for trying to prevent damages to my home. I had had brand new cabinets installed prior to this installation which were chipped, a useless hole drilled in them and all 4 custom doors permanently damaged. The doors no longer line up or latch. I have paid people to try to fix them but to no avail. They will need to be replaced. When I mentioned the damage to [redacted] during one of his numerous attempts (sometimes lasting well into the evening), he laughed and said, "Oops!" The cost to repair this damage will easily be $1000, if not more.I was mistaken on what I paid Austin Homes Systems. Seemed I was shelling out lots of money beyond the original bid, therefore I lost track. Also, Mr. [redacted] didn't hear from us "for months" recently regarding problems because we were out of town since mid May and just recently returned to a non-working system. I emailed him on Friday. He suggested one action but it failed to help. That is what began our email communication on Saturday. I know they have the ability to analyze and "fix" things remotely and I was hoping either Mr. [redacted] could do that or one of his installers (who have done this on Saturdays and Sundays, during the months long saga.Lastly, I did not use the word "irate" to describe Mr. [redacted]. I said he "became angry" which is exactly the truth. I am fed up. Thank you. [redacted] 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: We have been dissatisfied with this system and the service from the beginning.  Our concerns all along were met with assurances that the damage would be repaired and the bugs in the system would be resolved.  We initially believed that they could make the system work properly and that the damage to the cabinet doors and walls would be repaired.  They are unable to fix the system, despite repeated day-long attempts by their technicians.  The system is currently inoperable and we believe that they lack the ability to ever make it work like they promised us when we purchased it.  We expect a full refund and no further business with this company.
Regards,
[redacted]