Alamogordo Title

Mr*** called Brewers since his A/C had stopped coolingPer the attached invoice, we informed Mr*** that his unit was low on refrigerant and that we also found that he was using restrictive air filtersWe informed the customer that the indoor coil was corroded and the outdoor
(condenser) coil was leakingMr*** informed my technician that he was selling his home & wanted to spend as little as possible to get his A/C running My technician offered to add refrigerant for temporary cooling but recommended replacing either the coil or the entire A/C system. Brewers does not make soldering repairs on condenser coil capillary tubes as this is not recommended standard refrigeration practiceWe feel this is a non-professional repair on old equipment that is in need of new parts or replacement of the entire system.The customer states in his complaint that we didn't know where the leak was however our invoice clearly stats we did? Brewers always offers money paid for temporary or regular repairs back to the customer towards the cost of proper parts replacement or installing a new A/C systemThis customer chose to find another A/C repair company that was willing to make a repair on a year old A/C systemSince Mr*** is selling his home, he was looking to pass on the replacement costs to the potential new home buyer instead of doing a proper repairPer our invoice, we stated that there was no warranty for temporary repair for the added refrigerant and the customer signed the invoiceI find it appalling for the customer to file a complaint after fully knowing that we were doing a temporary repair with no warrantyIf Mr*** continues to make reckless & defamatory remarks after agreeing to accept a temporary repair, Brewers will be forced to use other legal methods against the customer.Tim R***

Brewers has given this customer our response from his original requestAs we previously stated, we do not repair capillary tubes on air conditioning coils as this is not a recommended repair per the manufacturerWe told Mr*** the leak was in the outdoor coil even though in his first complaint he denied that occurredHis had a choice to replace the coil, replace the unit since it is 14+ years old (this was our recommendation) or add refrigerant to see if it could get him by until he could sell the home.He states that selling the home had no bearing on this service call but my technician assured me that he wanted to do the least expensive repair option available since he was selling the home. We were very clear from day that there was no warranty for the refrigerant as we knew the outdoor coil was leakingWe were unsure how long the refrigerant would last but added it at Mr***'s request to get the unit operationalWe are not willing to offer this customer any refund as he was fully aware there was no warranty

Dear Revdex.com, We have attached documents related to the above related complaint and our response is listed below. However, we are concerned that communication between Brewers & Revdex.com is not occurring correctly for some reason? Your attached letter stats that you have recently sent us a copy of...

correspondence from this customer but this is the first correspondence that we have received from the Revdex.com regarding this complaint? Regarding this complaint, per attached invoices, this customer originally contacted us on June 19th after business hours & left a message for us to contact them regarding their A/C not cooling. We have an emergency contact number when customers call if they are in need of service immediately.  Since this customer left a message, we contacted them the following morning to schedule a “No Cooling” service call.  When we arrived, the customer had informed us that they had changed batteries on their thermostat but the A/C would not run.  We found blown 60 amp fuses in the A/C electrical disconnect at the unit on the roof. We installed new fuses and could not find any issues with the A/C unit. Our standard working hours are from 8 am until 12 pm on Saturday’s.  We have an after-hours emergency fee policy of $149 for all customers. Any warranty contracts that we have with customers do not include emergency after hours or premium labor fees. The following morning, Sunday June 21st, we were contacted by the customer again stating that their A/C unit was not working.  When we arrived, we found the fuses had blown again and replaced them.  After further inspection, we found that the fuses were getting very hot and our technician informed the customer that they needed a new electrical disconnect.  We also advised that there could be additional issues with the electrical wiring circuit feeding the A/C unit as well.  We offered to replace the disconnect for $429.75 but the customer declined to have us replace the disconnect. We “No Charged” this call even though the customer declined to have us do a repair.  We also have checked the electrical code & the other servicing agents comment regarding the lack of adding “no lox” on the screw lug terminals IS NOT a code violation as they state. We also notice that the other servicing agent replaced the electrical circuit breaker at the main panel. This shows that our diagnosis was correct regarding that there could be other issues with the electrical wiring circuit feeding the A/C system. In the complaint the customer also lists that they purchased fuses from [redacted]. We are not sure when the customer purchased these fuses and they even state that they were the wrong size? Brewers is willing to reimburse the customers the $149 after hours emergency fee that was paid for invoice #[redacted] from June 20th. Since we offered to replace the disconnect and the customer declined, we will not reimburse the cost for the fuses. Please let us know if the customer feels this is an acceptable offer so we can send them reimbursement for the emergency fee. Regards, [redacted]President

The customer was informed that the product was not under warranty for daily wear and tear.  She informed me that she was not going to pay for a service and expected me to send out one of my installers free of charge.  The storm door was installed over 10 years ago.

This is in response to the complaint issued by [redacted] Atlas completed the vinyl replacement windows for the customer on October 15, 2015, which have still not been paid for.  The complaint is with the fiberglass entry door with...

sidelites that was completed on November 3, 2015.  The customer called Atlas with concerns on the color of the stain on the door and sidelites.  I promptly went out with the color samples to show the color to the customer that they had chosen when they signed the contract.  We also showed them a copy of the contract with the color that they had chosen.  The customer was getting new flooring and cabinets in their home and they said the stain color did not match.  I told them that I was sorry to hear that the color they had chosen did not match but they did choose the color that was on the contract.  I even went so far as to bring out a representative from the door manufacturer to see if we had any options.  He confirmed the color with his color key and explained that there was nothing that could be done except for replacing the door and sidelites with a new door system stained a different color.  The customer actually picked out a completely different stain color that they should have ordered originally while the door representative was at the jobsite.  I then had the manufacturer’s representative figure the cost to switch out the door and sidelites if the customer wanted to do so.  I gave the customer the cost, the customer felt that it should be done at no cost.  I explained that I had given him the actual cost for the replacement door and sidelites.  Atlas did not figure any profit or labor on replacing the unit.  The customer refused.  There was a scratch on the door upon installation.  Atlas offered to replace the door but the customer said that if it was going to be stained the same color, not to waste our time or money doing it.  Atlas will gladly replace the scratched door slab stained the same color the customer originally picked at no cost to them. Sincerely,[redacted]Sales Manager [redacted]Owner

Revdex.com:
After the Revdex.com contacted the business, its president called me and we amicably resolved complaint ID [redacted]. Please mark my complaint resolved and remove any public postings from your website.  
Sincerely,
[redacted]

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.We have the box that Brewer's installed.  It clearly is burnt.  The tech should have seen that and known that because Brewer's did not screw it down tightly it caused the problem.  It was not the wiring that was causing the problem. Brewer's claimed that we had faulty wiring from the main electrical box to the a/c unit.  They refused to help us until we had an electrician come and check the wiring.  We contacted [redacted] and their invoice states that the fuses were not the correct size to match the amps. Brewer's should have known that and they did not. They installed the new unit and they were out of code according to the electrician from [redacted]. Because of Brewer's improper installation of our unit, the fuses did burn and we could have had a fire up in our a/c unit.  They should be responsible for more than just their $149.00 service call. Of course they should reimburse us for that! We even have a service agreement with them, but it obviously did not matter to them. They did not return our phone call until 10:30 am the following day. What good is their emergency number? Please reconsider this complaint. They are not reputable and are negating their responsibilities to provide proper installation of their equipment.  We also had a 2 month old baby in our home at the time. We are in our 60's and the heat was unbearable. The first night was not too bad, but the second night caused us health problems.  We are not requesting any money for what we suffered due to those unbearable circumstances. Your further attention to this matter is greatly appreciated. My husband and I feel that Brewer's should be responsible for more than just the $149.00. We had to pay for the electrician to come because they refused to honor our service agreement with them. We needed our a/c working. The tech told us that he could replace the box, but did not think that would help. He thought it was the wiring. He is not an electrician, but Brewer's still held to his recommendation and would not do anything until we had an electrician check the wiring. They claimed it was faulty wiring. It was not. The problem was from the installation which they had done. They should be responsible for at least half of the charges that we paid to [redacted]. We believe that would be fair. Since they installed the original box incorrectly I do not trust them to do any further work on our unit. I would also like to get reimbursed for the remainder of my warranty agreement. The reason the fuses were burning is because the box was NOT screwed on tightly.  Brewer's installed it and did not screw it tight! That caused the problem. The fuses also did not match the main fuse box. They should have known that also. They made the mistake when they put in the unit just a few years ago. We purchased it in 2011. The box would not have burned like it did IF it had been installed correctly in the first place. They should really pay the entire amount, but we are willing to do half.Regards,[redacted]

It is true that we started working on the wrong home!  A few minutes after starting to remove roofing, we realized our mistake and stopped what we were doing.  Unable to contact the "unknown" homeowner, we decided to completely replace the entire rear upper roof area where we had already...

started.  We were able to match the original shingle brand and color, and joined the new and older roof sections along shingle ridging.  The area is not easily seen from the ground. The homeowner was understandably upset when he came home around mid-day.  We discussed what had happened, and offered to remedy our mistake.  In addition to installing roofing and ice protection on the rear upper roof area, we agreed to cover the entire upper roof of the home with our 5 Year workmanship warranty.  At that point, I thought that the matter was resolved. After speaking to other people over the weekend, the homeowner phoned me and voiced the concern that his home might be devalued if only one area was replaced, and potential home buyers might get the impression that all of the roof areas were in need of replacement.  To address this concern, I offered to extend our 5 Year workmanship warranty to cover all of the roof areas on his home, and to provide written documentation of how this roof area came to be replaced.  Until seeing this Revdex.com complaint, I thought that the matter was resolved. On the day that the complaint appeared, I contacted both the homeowner and the Cincinnati Revdex.com.  I explained the situation, from my perspective, to the Revdex.com Representative, and said that I would be contacting the homeowner directly to resolve the apparent disagreement.  I then spoke with the homeowner, who told me that he was wary of being taken advantage of, since he was not a roofing expert.  It seemed to me that he was genuinely concerned that our unrequested work had reduced the property value of his home.  I genuinely disagreed, but professional credibility does not come easilyf after working on the wrong house.  The homeowner did offer to have our work assessed by an Independent Roofing Inspector or Structural Engineer of his choosing, at our expense, before requesting additional roofing replacement.  I agreed to work with the homeowner to address any concerns that may be brought up by the inspector.  Currently, we are waiting for the inspection to take place, and will work toward a resolution with the homeowner when the inspector shares his findings.

After reviewing all the documents for [redacted] regarding the East A/C system we installed on August 18th of 2009, I have listed all the related service calls since the installation for their East system as listed below: 1.       8-27-2009          ...

         $0                           Some rooms are hot, made airflow adjustment to ducting system to balance airflow.2.       1-25-2010                    $0                           Customer hearing noise outside, heat pump unit going into & out of defrost cycle. Unit working normally.3.       7-29-2010                    $0                           A/C not cooling below 80, found old ducting in attic broken leaking airflow into attic, temporarily taped split ducting.4.       8-4-2010                       $0                           Repaired old ripped flex ducting at no charge to customer, home warranty paid for repairs.5.       2-9-2011                       $274.64 Expansion valve failed, replaced valve. Customer responsible for refrigerant costs not covered by extended warranty. All other repairs paid by extended warranty.6.       6-15-2011                    $0                           Tune-up, included with new unit installation. Unit working normally.7.       9-13-2012                    $0                           Tune-up, included with new unit installation. Unit working normally.8.       6-11-2013                    $0                           Tune-up, included with new unit installation. Unit working normally.9.       10-22-2014  $0                           Tune-up, included with new unit installation. Unit working normally.10.   5-11-2015                    $0                           No cool, replaced bad capacitor keeping compressor from starting. Repair paid by extended warranty. 11.   5-19-2015                    $0                           No cool, A/C working normally when we arrived. Recommended & replaced batteries on thermostat at no charge to customer.12.   7-6-2015                       $0                           Thermostat not keeping temperature, we inadvertently set programing incorrect on thermostat after replacing batteries. Reset programing.13.   7-14-2015                    $64                         No cool, found loose thermostat wiring inside air handler in attic. Performed yearly tune-up while there. Customer paid for tune-up. As you can see, unless our documents that we have reviewed do not reflect all calls that were performed for this system, they have had 2 minor failures in nearly 6 years since the unit was installed.  Obviously, recently the unit has stopped working but every time we go to check the system out, it has been running when we arrive.  It is difficult to repair a unit that is working when we arrive. We would be happy to provide copies of all our service documents that we have for the East A/C unit if needed.  The customer complaint is that we have been out 12 times since installation of the unit but as you can see above, we have been out due to failure of the equipment only 2 times (Feb 2011 & May 2015). We are at a loss as to why the customer feels we are trying to avoid making repairs as we have always repaired their systems whenever it has been broken. They also state that the A/C unit has not worked properly for 5 years?  We are confused since they have only contacted us 2 times until recently in the past 5 years regarding the unit not working properly? Please advise if you feel we are missing anything with this customers A/C system issues. [redacted]President

Dear Revdex.com,The content of the returned message is flawed.  My status of staying in my home or selling my home is irrelevant to the work completed on my air conditioner unit.  In simple terms, a small tube on the exterior unit was leaking.  It took the second opinion technician with a handheld device only moments to find the leak.  The status of the interior coils or corrosion was not validated or found to be a contributing factor.  Simply put, Brewers overstated the issues of my air conditioner unit and gave me only two options, to refill the Freon with no guarantee it would hold or replace the entire unit.  A third ( and proper) diagnosis would be to have repaired the simple leak in an exterior copper tube- easily accessed by any technician.  First- If the Brewer's technician, as stated, knew where the leak was- why did he not offer to make the simple repair? Second- knowingly admitting there was a leak why would the technician put environmentally sensitive Freon in my unit?    The technician apparently must have known it would have leaked out into the environment?I was given strong encouragement to seek their sales department for installation of a new units.  The cost of the Freon, which was substantial. was used as an incentive to be taken off the final bill for the new air conditioner.My complaint is valid.  Brewers never gave me an option to repair the leak.  Brewers strongly wanted me to agree to a new air conditioner unit.

Here is the brochure I was presented when the Atlas sales rep met with my husband and I sitting in our kitchen looking at our hardwood floor sample and wood of kitchen cabinets..we clearly explained we were redoing our decor to dark chocolate with the cabinets being a dark mohagany...very dark..[redacted] the sales rep handed me the brochure to pick out my door...I selected this door attached from brochure and [redacted] explained there would be a lot of variation in the door color due to lighting...I said I want my door to look like the door on front of brochure as close as possible.  He then pulled out a color swatch key with varios half dollar size swatches and guided us, the consumer, who has not seen the door physically to mohagany and ensured this color would be close to the door I selected from the brochure..the door is now here installed incompletely..damaged panel...paragon rep agreed was a bad slab and needed replaced..the sales rep made an error abd Sales rep came out and agreed was cherry red in color instead of mohogany...paragon came out and said their mohogany was red as well.  The salesman guided the consumer to order a color that does not match the door I selected from brochure and this is the human error in a nutshell.   See attachments and pictures.