Complaint: [redacted]
I am rejecting this response because:We did have the unit running on EMERGENCY HEAT as we were told to do and even in that setting the house was cold, we took a picture and sent it as a text to Mr. [redacted] to show him that the temperature was in the 60's while it was on EMERGENCY HEAT. The electric company we use sends us weekly summaries of how much electricity we are using for the week. We compared the bills before we ran the unit on EMERGENCY HEAT, during, and after. Our bill doubled during the three weekends we ran the unit on EMERGENCY HEAT. we also let Mr. [redacted] know of that and he said that it should not be making a difference on the bill which I offered to show him the weekly summaries. Yes, they have been out to the house 10 times but it is not because I was making up reasons for them to come out. The reason is because it took them that long to figure out the problems and to adress the problems. We were not made aware of the air flow return at any time of us discussing before installing, during installation, or after. For their behavior Mr. [redacted] did smoke while working, Mr. [redacted] would answer phone calls, and he also made the comments. For them taking responsibility on that matter is not for me to concern myself with. At No time was I ever told about the offer. But I did ask Mr. [redacted] the day that Rheem technician came out , if we were to purchase the supplies would that bring the price down from $200 and his response was that what we would be really paying for is the time and labor. The time he is going to need to move his schedule around and find someone to be able to come out to do the job. That is when I felt that it was time to get outside help with this whole situation. This whole situation has been very stressful and time consuming for my family and me. We are going to take this as a very hard and expensive lesson learned. Next time I know to take my time to do more research on who I hire to do such a big job, to make sure that I get references, and that they do what they promise they will do. With that said I am going to just move on from this situation. I will find a way for us to do it on our own or maybe just hire someone else to finish the job. We are done doing business with AAA and we no longer want them to be in any way in contact with us. Thank you Revdex.com for your time and effort. God bless you all.
Regards,
[redacted]
Mrs. [redacted] and to all it concerns:We at AAA acknowledge the written statement from Mrs. [redacted] and acknowledge problems with the unit. We did sale and install a brand new Rheem system at her property during the summer of 2014. Yes we did ensure her that she should have no problems with her...
new unit. However in this case she did end up having a defective unit and we did have to replace the inside coil through the manufacture warranty shortly after install. During the [redacted]y winter months of 2014 Mrs. [redacted] did again have issues which caused her to have to run her unit in "emergency heat". At no time was there never any heat to the home just the thought that running the system in emergency heat would cause a higher than normal electric bill and this thought alone is what caused Mrs. [redacted] to not run her unit. Again at no time was there not any heat to the home. It again was a manufacture issue with a sensor that caused the problems and again this problem was rectified. We have been out to this property at least 10 times in the past several months, sometimes for valid reasons but a few times there was no malfunction of the AC or heater portion of the unit. Just recently a representative from the manufacturing company did accompany one of our guys to the property and he agreed with AAA that there was no malfunction to system, it was installed properly and that modifications did need to be made to allow for more return air to home. This issue had already been made evident to the homeowners and due to the "tight budget" that Mrs. [redacted] referred to they both declined to have this service done at the time of installation. In regards to some of the behavior Mrs. [redacted] states that our technicians displayed while at her property and in her presence is very uncharacteristic of anyone that is or has ever been employed by AAA. Our technicians are very knowledgeable in their field and are polite and have never disrespected a homeowner or property. I can not attest to the situation or temperament when said behavior occurred but I can say that the gentleman in question is the owner of the company and has always had a very good rapport with his customers and has never been accused of any of the things Mrs. [redacted] is referring to. We have offered Mrs. [redacted] to not charge for labor to add the additional return to her home granted she pay for materials to complete job (return grill) and she has denied this offer. I can not allow for AAA to incur the total charge because both Mrs. [redacted] and her husband were both made aware of the modifications on a couple of different occasions. We now feel like we are being taken advantage of and are the victims of slandering and false statements. We have apologized and again apologize for any mistakes that have been made on our part. We also acknowledge that this has been a bad situation for both parties involved. Our offer still stands to add an additional return to the home with no labor charge to the homeowner pending the payment of materials (return grill) by homeowner.
Here at AAA we try to remain professional and courteous at all times and we listen to our customers needs and wants. Per this customers last Revdex.com complaint they are no longer AAA customers. The customer did specifically state that "We are done doing business with AAA and we no longer want them to be in any way in contact with us." After this complaint the customer's account was put in an inactive status and a message was noted stating for us to not contact them via email, text, call or direct mail. With that being said, we no longer have any type of warranty with this customer. They still have a manufacture warranty however which is honorable through any AC company and the manufacture. Along with saying that our company policy states that any warranty with our company is voided after another AC company is hired to diagnose, repair or service unit(s) in any manner. This homeowner should have a copy of this as well. It would be located in the last paragraph on the back of the service agreement which was provided to the customer after the initial install. We reviewed the uploaded documents from 4seasons and agree with the majority of their findings. The complete system is operating and functioning correctly. As to the disconnect box being mounted upside down, this is correct and was done by AAA at the time of installation. Due to the size of the box and electrical whip this was the only way to mount the box however it is not an electrical hazard by any means. We would never purposely do anything that would harm life or property. The other electrical issues 4seasons is claiming are hazardous are not directly connected to AAA. The outside electrical box and whip are located on the outside of the home and are exposed to the elements, pets, and human beings. Any one of these or a combination could have caused the electrical box to become un mounted from home and the harness to come loose. If the electrical box was never mounted properly to the home there would have been electrical issues to the condenser already. However this is not the case and we can only suspect that the un mounting and removal of harness are not normal wear and tear to unit. This customer also stated that they did not feel safe asking AAA to come out and perform the annual service on the unit but now feel comfortable with AAA coming out to make "hazardous" electrical repairs? We do not agree with this and will honor the customers initial statement and no longer do business with them. Any further contact will only lead to more bad reviews and harassment from the customer. We wish you the best with your air conditioner and future ac company!
Complaint: [redacted]
I am rejecting this response because:We did have the unit running on EMERGENCY HEAT as we were told to do and even in that setting the house was cold, we took a picture and sent it as a text to Mr. [redacted] to show him that the temperature was in the 60's while it was on EMERGENCY HEAT. The electric company we use sends us weekly summaries of how much electricity we are using for the week. We compared the bills before we ran the unit on EMERGENCY HEAT, during, and after. Our bill doubled during the three weekends we ran the unit on EMERGENCY HEAT. we also let Mr. [redacted] know of that and he said that it should not be making a difference on the bill which I offered to show him the weekly summaries. Yes, they have been out to the house 10 times but it is not because I was making up reasons for them to come out. The reason is because it took them that long to figure out the problems and to adress the problems. We were not made aware of the air flow return at any time of us discussing before installing, during installation, or after. For their behavior Mr. [redacted] did smoke while working, Mr. [redacted] would answer phone calls, and he also made the comments. For them taking responsibility on that matter is not for me to concern myself with. At No time was I ever told about the offer. But I did ask Mr. [redacted] the day that Rheem technician came out , if we were to purchase the supplies would that bring the price down from $200 and his response was that what we would be really paying for is the time and labor. The time he is going to need to move his schedule around and find someone to be able to come out to do the job. That is when I felt that it was time to get outside help with this whole situation. This whole situation has been very stressful and time consuming for my family and me. We are going to take this as a very hard and expensive lesson learned. Next time I know to take my time to do more research on who I hire to do such a big job, to make sure that I get references, and that they do what they promise they will do. With that said I am going to just move on from this situation. I will find a way for us to do it on our own or maybe just hire someone else to finish the job. We are done doing business with AAA and we no longer want them to be in any way in contact with us. Thank you Revdex.com for your time and effort. God bless you all.
Regards,
[redacted]
Mrs. [redacted] and to all it concerns:We at AAA acknowledge the written statement from Mrs. [redacted] and acknowledge problems with the unit. We did sale and install a brand new Rheem system at her property during the summer of 2014. Yes we did ensure her that she should have no problems with her...
new unit. However in this case she did end up having a defective unit and we did have to replace the inside coil through the manufacture warranty shortly after install. During the [redacted]y winter months of 2014 Mrs. [redacted] did again have issues which caused her to have to run her unit in "emergency heat". At no time was there never any heat to the home just the thought that running the system in emergency heat would cause a higher than normal electric bill and this thought alone is what caused Mrs. [redacted] to not run her unit. Again at no time was there not any heat to the home. It again was a manufacture issue with a sensor that caused the problems and again this problem was rectified. We have been out to this property at least 10 times in the past several months, sometimes for valid reasons but a few times there was no malfunction of the AC or heater portion of the unit. Just recently a representative from the manufacturing company did accompany one of our guys to the property and he agreed with AAA that there was no malfunction to system, it was installed properly and that modifications did need to be made to allow for more return air to home. This issue had already been made evident to the homeowners and due to the "tight budget" that Mrs. [redacted] referred to they both declined to have this service done at the time of installation. In regards to some of the behavior Mrs. [redacted] states that our technicians displayed while at her property and in her presence is very uncharacteristic of anyone that is or has ever been employed by AAA. Our technicians are very knowledgeable in their field and are polite and have never disrespected a homeowner or property. I can not attest to the situation or temperament when said behavior occurred but I can say that the gentleman in question is the owner of the company and has always had a very good rapport with his customers and has never been accused of any of the things Mrs. [redacted] is referring to. We have offered Mrs. [redacted] to not charge for labor to add the additional return to her home granted she pay for materials to complete job (return grill) and she has denied this offer. I can not allow for AAA to incur the total charge because both Mrs. [redacted] and her husband were both made aware of the modifications on a couple of different occasions. We now feel like we are being taken advantage of and are the victims of slandering and false statements. We have apologized and again apologize for any mistakes that have been made on our part. We also acknowledge that this has been a bad situation for both parties involved. Our offer still stands to add an additional return to the home with no labor charge to the homeowner pending the payment of materials (return grill) by homeowner.
Here at AAA we try to remain professional and courteous at all times and we listen to our customers needs and wants. Per this customers last Revdex.com complaint they are no longer AAA customers. The customer did specifically state that "We are done doing business with AAA and we no longer want them to be in any way in contact with us." After this complaint the customer's account was put in an inactive status and a message was noted stating for us to not contact them via email, text, call or direct mail. With that being said, we no longer have any type of warranty with this customer. They still have a manufacture warranty however which is honorable through any AC company and the manufacture. Along with saying that our company policy states that any warranty with our company is voided after another AC company is hired to diagnose, repair or service unit(s) in any manner. This homeowner should have a copy of this as well. It would be located in the last paragraph on the back of the service agreement which was provided to the customer after the initial install. We reviewed the uploaded documents from 4seasons and agree with the majority of their findings. The complete system is operating and functioning correctly. As to the disconnect box being mounted upside down, this is correct and was done by AAA at the time of installation. Due to the size of the box and electrical whip this was the only way to mount the box however it is not an electrical hazard by any means. We would never purposely do anything that would harm life or property. The other electrical issues 4seasons is claiming are hazardous are not directly connected to AAA. The outside electrical box and whip are located on the outside of the home and are exposed to the elements, pets, and human beings. Any one of these or a combination could have caused the electrical box to become un mounted from home and the harness to come loose. If the electrical box was never mounted properly to the home there would have been electrical issues to the condenser already. However this is not the case and we can only suspect that the un mounting and removal of harness are not normal wear and tear to unit. This customer also stated that they did not feel safe asking AAA to come out and perform the annual service on the unit but now feel comfortable with AAA coming out to make "hazardous" electrical repairs? We do not agree with this and will honor the customers initial statement and no longer do business with them. Any further contact will only lead to more bad reviews and harassment from the customer. We wish you the best with your air conditioner and future ac company!