Airtron

We have agreed to give Mr [redacted] a full refund for the motor and maintainanceThe $diagnostic charge will not be refundedAs [redacted] explained to him before, it will take several weeks for him to recieve his refund

As per my original offer, I sent one of our service technicians to go inspect (at no charge) the alledged "fire due to faulty installtion and equipment"I have attached three pictures that show that the unit is not being properly maintained and that the fire was caused by an electrical panel not provided by or installed by AirtronWe are not licensed electricians and we can not work on the electrical panelThis home owner needs to call an electricianTheir is nothing wrong with the heater except that it needs to be cleaned as recommended by the manufacturerRevdex.com needs to close this complaint, customer is unreasonableI have contacted our legal department and put them on notice if the customer trys to slander our company

Complaint: [redacted] I am rejecting this response because:Im rejecting my response due to nothing being resolvedIt is degrees inside my home and my children are really sickWould you like your kids to sleep in this degree condition and sick ?? I will be contacting the mediaI was told by your company it was an electrical problemWell thats your faulty system thats in my homeMy electrical has nothing to do with bad equipmentI will also be contacting an attorney as wellMy house could have burnt down and I have small childrenWho would have claimed responsibility for that ?? I want to speak to someone up higherPresident of Airtron or CEOIf this problem is not resolved asapIm also gonna file another complaintSo Im giving you by 5:pm Fri 12/to do something or Im on with Ksat and Kens to give yall a bad name Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have been out of town and have called Airtron backWaiting for them to return my call Regards, [redacted]

Tell us why hereOur technician was dispatched to the [redacted] home on 04/11/Upon his arival, he found that the compressor run capacitor was open and needed to be replacedWe sell two type of capacitorsOne is a generic, imported capacitor for $which includes overhead costs of running a business with employees, vehicles, the part, labor to install and money set aside to replace the capacitor should it go bad during the warranty periodDue to the dissmal failure rates of the imported capacitors, we have chosen to not sell them anymore unless absolutely neccessaryWe have switched to the Turbo brand of capacitor which are American made and comes with a year parts warrantyWe feel this is a better product for our customers and our warranty costs..The Turbo capacitor with the above costs of running the business ,are priced at $Because this capacitor is installed at the [redacted] residence, we are not willing to refund the $requestedWith that said, we are willing to let the [redacted] s keep the better capacitor and refund the difference in cost of the less expensive brand and the TurboThis cost difference is $

We have made the following offer to the customer, we are waiting for a responseNorma, thanks for the informationWe pulled your service history and here is what we found:08/04/2014-Installed new unit08/07/2014-thermostat wire between the new unit and the outdoor unit broken somewhere Although this was an existing wire to your home, we replaced it for free03/24/2015-filter related issue07/15/2015-filter related issue08/09/2015- run capacitor failed, this is a very common issue as most capacitors are made overseas and tend to fail pretty regularlyThis is the only equipment related issue we have repairs since your unit was installed.08/12/2015- Tech noted that the unit was low on Freon, this was probably misdiagnosed as the coil started to get dirty and we don’t think he caught itAs a coil gets dirty, it will show the same symptoms as being low on refrigerant charge07/12/2016-found very dirty coilYour coil should not be dirty after the unit has run for two yearsAny dirt that gets on your coil has gone through or around your filterWe are willing to do the following:We need to send a senior tech to make sure that dirty air is not somehow bypassing your filterWe will agree to clean your coil for free if you will consider to use effective filters and have your system serviced twice a year as recommended by the manufacturer and City public ServiceWe will even give you a one year service agreement (spring and fall check) at no charge so that we can get off on the right footWe need you to listen to the tech when he gets there so we can give you options on the right filters for your systemIf you have pets in the home or a lot of indoor/ outdoor traffic, department store filters are going to give you the same results in a short timeIf you would like to take us up on our offer, you can email me back or contact me at [redacted] , extension ***Thanks!

We are sending our service manager and a service tech to meet with this customer on 05/17/2017Tell us why here

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Tell us why hereI spoke with [redacted] this morningThis customer has two units, one of which has a leak in the evaporator coilSince the customer did not want to repair the unit, we did leave it unplugged so as not to allow the unit to run which will make it ice up and possibly cause property damage [redacted] stated that he did not leave the unit disassembledIf the other company had to add refrigerant, that verifies that the system is leaking and will eventually cause the unit to ice up againAllthough we feel that we did not do anything wrong at this home, I will honor the customers request and refund the $Please allow days for the refund to be processed[redacted]

Date: 8/25/ In response to complaint # [redacted] Desired settlement #1: Homeowner wants a refund of $We currently have a coupon in the Yellow book Yellow pages for $that qualifies for this type of workWe would be willing to apply it to this invoice With Mr Homeowner’s approval of this resolution letter we will send a refund check in the mail Desired Settlement #2: an explanation of charges on a $ invoice as follows $Service call- This Includes but is not limited to paying our office staff to receive the initial phone call from the homeowner and dispatching it to the service technicianPaying a technician to drive to the house with a truck that is stocked with parts capable of making numerous types of repairs for common problems $Diagnosis- When a technician brings out his tools, meters and gauges to inspect the equipment and determines the problem or problems with the unit $Part- the retail cost of part with our mark up (profit) $Labor- To replace part, clean unit, turn unit on to check pressures, temperature and monitor the system for proper operationWrite up his report and invoice Have the homeowner sign the invoice and collect the money owed Apparently the misunderstanding comes from whether Mrs Homeowner gave us the approval to do the work we reportedOur technician states that during his diagnosis(on July 29th, about 9:00am) he found the problem in the outside air conditioner; he then went to the front door with the bad part in hand, showed MrsHomeowner the part, told her the problem and mentioned he needed to clean the unit as well and quoted the $He was under the impression she gave him the OK to make the repairsHe then made the repairs to the air conditioner When he was done with the work he went over with her what he had done, she signed the invoice and she paid him with no hesitation or complaint at that timedays later (on July 31, at 2:00PM) after the house was cool and the problem was resolved MrHomeowner calls our office with a complaint that they may not have given us the go ahead to do the work We apologize for the misunderstanding and we would normally not have done the repair without the impression it was OK to go ahead, but ultimately we believe we responded in a very prompt fashion and made the necessary repairs correctly with no hassle or dramaAfter all MrsHomeowner was stuck in a hot house with two children (one of which was a days old at the time)

We will reach out to this customer and send someone to his home to walk him through the operation of his equipment

We are a corporation and do not write checks or issue credit locallyThis process take time. I need to know if Mr*** wants his refund or notWe have taken a signifcant loss by doing work at his home and I will not refund his money if he is not willing to drop the cpmlaint

Tell us why here...We are truely sorry for the inconvience that the Air Conditioning system has caused Mr ***The problems with Mr***'s air conditioning system stem from a factory condtion that has now been adressed and should be permanantly repaired.Please see factory bullitenSince
Airtron did not manufacture the equipment, we are not authorized to replace it unless the manfacturer will provide a replacementWith that said, we realize and understand Mr***s frustration over the situationWe are willing to give Mr*** a free, two year service agreement that will provide him with the recommeneded maintainance on his new systemThis is a $valueIf Mr*** would like to take me up on the offer, he can email me and I will issue it to him.?

I have reviewed this customers service history with our companyThe unit was started up on 12/04/The unit came with a five year parts,one year labor warrantyThe manufacturer of this equipment recommends that the system be maintained yearlyThis includes checking refrigerant levels,
clearing the drain, washing coils, checking all electrical components,etcThis customer has never used our company until the 7th year of operationWe were called out on 07/20/to clear the drain pipe, which should have been done yearly since the start up of theiir systemThey called us on 04/24/for a no cooling callTheir indoor coil had developed a refrigerant leak (years out of the parts warranty) due to formicary corrosion, an industry wide problemWe quoted them on a new coil and have not heard back from themAirtron will not be willing to replace their unit as it is approaching the end of the year life span of an HVAC systemWith that said, we will be willing to offer a $discount off of the price of the coil in the spirit of trying to close this complainWe would also be willing to fix, at no charge, any issues that we are responsible for as pertains to the "fire in the furnace do to installation"

Thank you for the oppertunity to respond to your concerns about your air conditiong systemOur records indicate that we have allready issues a AMEX credit for $for the maintainence portion of the unit in questionYour indoor air handler was originally diagnosed with having a leaking
evaporator coilWhen we arrived, the tech noted on the invoice at that time that there were issues with the CPS installed thermostat running the air conditiong and heat at the same timeOur records indicate that , after a couple of visits, that it was determined that the indoor damper board was causing the problemAlthough these boards were not covered under your contract at the time, our records indicate that you were not charged the $685.00- we covered itTo better handle this complaint, I would need to see any documentation from CPS, including utility usage for 2013-2015, and the independant company that came out to replace air handler

The customer and Airtron have made an agreement that works for both of us

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meRegards, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution is satisfactory to me
Regards,
*** ***

We are currently trying to work out a solution for this customer

Complaint: ***
I am rejecting this response because:
Regards,
*** ***