AirRight, Inc.

Upon reviewing all service calls, for this customer, we see that the unit was installed on 11/18/ The county inspection was approved on 12/15/The first service call was on 1/22/ The tech bled the gas line, unit fired up, and worked properlyThe second service call was on
2/11/2016, for the same problem The tech repeated previous steps, and system worked properly again The tech over the system and could not find any other issues On 2/12/we sent out a different tech who found the system on a no fire lockout because the system would not lightHe bled the gas line, checked gas pressures, and adjusted accordinglySystem worked properly again On 2/13/he went back out and moved the gas line that the exhaust was hitting which could have possibly caused sweat to build up and freeze when the temps where below freezing We did not charge anything for the first months of the install and did not charge anything for any of these service callsThey have a year parts warranty and a year labor warranty on this system and will only be charged a warranty deductible of $during business hours after the first six months until the end of the year labor warranty.The next problem occurred on 10/10/ The tech found a pressure switch problem, that was caused by wind driven rain The customer was charged $deductible On 12/24/the customer called our after hours tech He explained the after hours rates and the customer told him to come out He found the thermostat jumping to the incorrect settings and disabled schedules and ordered a new thermostat under warranty The charge was $150.00; we usually charge $for non maintenance contract customers On 12/29/another tech went out and found a very low inlet pressure, coming from the propane tank Upon checking the tank and it was at 20%The tech opened the gas line and hardly anything came out This lead the tech to believe that there is a possibility that the gauge could be off He informed the customer that they needed propane.On 12/31/the customer called the on call tech and the stories differ from this point The customer wanted the on call tech to come out (not the same from previous call)The tech explained the after hour rates and that he can not guarantee he could fix it after hours Due to not having tech support or access to OEM partsAt this time, the customer opted to wait for business hours This is where the customer says the tech said, "there is nothing we can do and they should get another company." When speaking with the tech, he admittedly denies saying any such thing We have never had any complaints about any of our the techs saying such We assumed the customer may have interpreted it wrong Any statement like this, made by any of our techs would be immediate grounds for termination.On 1/3/we still had not received the replacement thermostat, from the warranty center I, the operations manager, was able to acquired a new thermostat and offered to install it that day The customer wanted to wait until 1/4/to have a morning appointment I went out, installed the new thermostat, and explained to the customer that they have an intermittent problem and sometimes they can be very hard to determine, before I checked over the entire operating system After completing my inspection, over the entire system, I could not find any issues at this time I continued to stayed out at the home for hours, to monitor the system, and it worked flawlessly during that entire time.On 1/09/the customer called again with the heat not working We scheduled a tech to go out that day The tech called before going to the appointment and the heat was then working The customer knows that if the unit is working, we probably can not find anything wrong We offered for the tech to be at their home first thing the following morning, when the temperatures were still well below freezingThe tech arrived and found the system not working He was able to determine the gas valve would not open, even when it was receiving signal from the control board We have ordered the gas valve, and a control board, which are both covered by their warranty We want this fixed, just as bad if not more than the customer does We plan to have this fixed, at their scheduled appointment this Friday 1/13/ We have given the customer a year maintenance contract for free maintenance's, worth $ The first maintenance will be preformed on 1/13/after the part replacement After speaking with two different field service reps, from ***, we are very confident this will be resolved 1/13/17. The only charges this customer has had since this was installed was one warranty deductible of $and one after hours call of $

Revdex.com spoke with the business. This has been resolved with the customer directly as of the 23rd.

Revdex.com:
I have reviewed the offer and/or 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.]
Regards,
[redacted]
The customer contacted Revdex.com and said that the leak was not there before and she believes the business robbed her while performing the services they did.

I have received a receipt for service done on my air conditioner.  Thank you for your help.
 
** [redacted]

Upon reviewing all service calls, for this customer, we see that the unit was installed on 11/18/2015.  The county inspection was approved on 12/15/2016. The first service call was on 1/22/2016.  The tech bled the gas line, unit fired up, and worked properly. The second service call was on...

2/11/2016, for the same problem.  The tech repeated previous steps, and system worked properly again.  The tech over the system and could not find any other issues.  On 2/12/2016 we sent out a different tech who found the system on a no fire lockout because the system would not light. He bled the gas line, checked gas pressures, and adjusted accordingly. System worked properly again.  On 2/13/2016 he went back out and moved the gas line that the exhaust was hitting which could have possibly caused sweat to build up and freeze when the temps where below freezing.  We did not charge anything for the first 6 months of the install and did not charge anything for any of these service calls. They have a 10 year parts warranty and a 2 year labor warranty on this system and will only be charged a warranty deductible of $**.00 during normal business hours after the first six months until the end of the 2 year labor warranty.The next problem occurred on 10/10/2016.  The tech found a pressure switch problem, that was caused by wind driven rain.  The customer was charged $65.00 deductible.  On 12/24/2016 the customer called our after hours tech.  He explained the after hours rates and the customer told him to come out.  He found the thermostat jumping to the incorrect settings and disabled schedules and ordered a new thermostat under warranty.  The charge was $[redacted].00; we usually charge $[redacted].00 for non maintenance contract customers.  On 12/29/2016 another tech went out and found a very low inlet pressure, coming from the propane tank.  Upon checking the tank and it was at 20%. The tech opened the gas line and hardly anything came out.  This lead the tech to believe that there is a possibility that the gauge could be off.  He informed the customer that they needed propane.On 12/31/2016 the customer called the on call tech and the stories differ from this point.  The customer wanted the on call tech to come out (not the same from previous call). The tech explained the after hour rates and that he can not guarantee  he could fix it after hours.  Due to not having tech support or access to OEM parts. At this time, the customer opted to wait for normal business hours.  This is where the customer says the tech said, "there is nothing we can do and they should get another company."  When speaking with the tech, he admittedly denies saying any such thing.  We have never had any complaints about any of our the techs saying such.  We assumed the customer may have interpreted it wrong.  Any statement like this, made by any of our techs would be immediate grounds for termination.On 1/3/2017 we still had not received the replacement thermostat, from the warranty center.  I, the operations manager, was able to acquired a new thermostat and offered to install it that day.  The customer wanted to wait until 1/4/2017 to have a morning appointment.  I went out, installed the new thermostat, and explained to the customer that they have an intermittent problem and sometimes they can be very hard to determine, before I  checked over the entire operating system.  After completing my inspection, over the entire system, I could not find any issues at this time.  I continued to stayed out at the home for 3 hours, to monitor the system, and it worked flawlessly during that entire time.On 1/09/2017 the customer called again with the heat not working.  We scheduled a tech to go out that day.  The tech called before going to the appointment and the heat was then working.  The customer knows that if the unit is working, we probably can not find anything wrong.  We offered for the tech to be at their home first thing the following morning, when the temperatures were still well below freezing. The tech arrived and found the system not working.  He was able to determine the gas valve would not open, even when it was receiving signal from the control board.  We have ordered the gas valve, and a control board, which are both covered by their warranty.  We want this fixed, just as bad if not more than the customer does.  We plan to have this fixed, at their scheduled appointment this Friday 1/13/17.  We have given the customer a 1 year maintenance contract for 2 free maintenance's, worth $[redacted].00.  The first maintenance will be preformed on 1/13/17 after the part replacement.  After speaking with two different field service reps, from [redacted], we are very confident this will be resolved 1/13/17. The only charges this customer has had since this was installed was one warranty deductible of $**.00 and one after hours call of $[redacted].00.

I am writing back in reference to case number [redacted] filled by [redacted] The customer Called us to give her a free 2nd opinion. She stated that she had another company out called Hometown HVAC. She stated that she felt that they messed up her units and wanted us to figure out what...

was wrong with them. Our Tech arrived on 7/20/2015 at 2:44pm. He checked the upstairs unit over and found it to be low on R22. He explained to her what was wrong and what the charges would be. He then recharged the system and could not get to the down stairs system because of a lock that she did not have keys for. Our tech then collected for the charges that he discussed with the customer and left the site at 3:45pm. On 7/23/2015 we sent another tech to figure out what was wrong with the downstairs system and arrived at 2:44pm. He found that a breaker was off so he turned it back on and tested the system. He then called me to ask what to charge the customer. I knew that she is a disabled vet and believe that we should help out our veterans so I told the tech not to charge her for the visit. We have not heard from her since. I have attached copies of the work orders and the invoices. I feel we have been extremely fair and should not have to do anything else for this case. For future problems you can send emails to [redacted] Thanks for your time and please let us know what else needs to be done to resolve this issue.[redacted]

I am writing back in reference to case number [redacted] filled by [redacted] The customer Called us to give her a free 2nd opinion. She stated that she had another company out called Hometown HVAC. She stated that she felt that they messed up...

her units and wanted us to figure out what was wrong with them. Our Tech arrived on 7/20/2015 at 2:44pm. He checked the upstairs unit over and found it to be low on R22. He explained to her what was wrong and what the charges would be. He then recharged the system and could not get to the down stairs system because of a lock that she did not have keys for. Our tech then collected for the charges that he discussed with the customer and left the site at 3:45pm. On 7/23/2015 we sent another tech to figure out what was wrong with the downstairs system and arrived at 2:44pm. He found that a breaker was off so he turned it back on and tested the system. He then called me to ask what to charge the customer. I knew that she is a disabled vet and believe that we should help out our veterans so I told the tech not to charge her for the visit. We have not heard from her since. I have attached copies of the work orders and the invoices. I feel we have been extremely fair and should not have to do anything else for this case. For future problems you can send emails to [redacted] Thanks for your time and please let us know what else needs to be done to resolve this issue.
[redacted]

I have received a receipt for service done on my air conditioner.  Thank you for your help. ** [redacted]

Review: On May 14,2015, service was performed on my air conditioner and the technician did a good job. I used my credit card to pay the bill, and the technician used his ipad to collect my credit card information. I asked him for a receipt and he said he would e-mail the receipt. To date no documentation of my payment has been shared.I have called AirRight more than 3 times and e-mailed them as well. I spoke to a woman named Amanda and she said that she would e-mail my receipt. Still I have not received a reciept. My credit card was charged immediately. All I ask is that AirRight provides proof of our transaction. Receipts should be shared immedaitely and having to ask multiple times with no result is not a good business practice.Thank You,[redacted]Desired Settlement: I just want a receipt and proof of our transaction.

Consumer

Response:

I have received a receipt for service done on my air conditioner. Thank you for your help.

Review: I have a service contract that guarantees 24 hour service. I called Hix on Saturday 6/12/2015 @ 0215 and left a message that I needed to set up an appointment for service. I did not expect an immediate call back since it was a weekend. I was called on Monday and an appointment was set up for 6/17/2015 between 10-12noon. The technician showed up 1/2 hour late, did the inspection of the system and called the office to set up an appointment for 6/18/2015. I was told they would return between 12 noon and 2 pm . The technician showed up to my house at 2:44 pm, called my cellphone to inform me he was at my house. I had communicated with the office and the tech that I had to be at work at 3pm. I received no calls that the tech would be arriving late. Hix has not upheld the conditions of the contract. Nor have they provided services in an appropriate way.

Business

Response:

Revdex.com spoke with the business. This has been resolved with the customer directly as of the 23rd.

Review: Customer called on 8/7/2015 and stated the company came in to check the freon in the air conditioner. After the so called work was done the company would not provide any receipts or invoices for the work. The customer claims that the company stated there was a leak and the customer indicated there was no leak prior to the company coming out.Desired Settlement: Customer would like a refund in the amount of $300.00 and customer does not want the company near her house, other than to return the bug sprayer if they still have it, the refund can be put in the mail.

Business

Response:

I am writing back in reference to case number [redacted] filled by [redacted] The customer Called us to give her a free 2nd opinion. She stated that she had another company out called Hometown HVAC. She stated that she felt that they messed up her units and wanted us to figure out what was wrong with them. Our Tech arrived on 7/20/2015 at 2:44pm. He checked the upstairs unit over and found it to be low on R22. He explained to her what was wrong and what the charges would be. He then recharged the system and could not get to the down stairs system because of a lock that she did not have keys for. Our tech then collected for the charges that he discussed with the customer and left the site at 3:45pm. On 7/23/2015 we sent another tech to figure out what was wrong with the downstairs system and arrived at 2:44pm. He found that a breaker was off so he turned it back on and tested the system. He then called me to ask what to charge the customer. I knew that she is a disabled vet and believe that we should help out our veterans so I told the tech not to charge her for the visit. We have not heard from her since. I have attached copies of the work orders and the invoices. I feel we have been extremely fair and should not have to do anything else for this case. For future problems you can send emails to [redacted] Thanks for your time and please let us know what else needs to be done to resolve this issue.