All-Shore, Inc.

Reference # [redacted] Unfortunately we have had a few problems reference # property. The first call we adjusted refrigerant level. Second call unit was running normal when arrived 10/5/15. Third call was a problem with reversing valve10/12/15. fourth call we found a defective circuit board which...

we have ordered and we will replace it as soon as it arrives. It is very possible that the circuit board may have had an intermittent problem and we didn't detect until 10/23/15. We will also offer the homeowner an additional 12 months warranty. [redacted]. Allshore service manager.

Review: I closed on my House June 1st of 2015. From that time Ive had to call into All-Shore INC at least a dozen times to get my [redacted] unit service. First time it was for a Freon leek. they came out and refilled my system and it worked fine. then a couple months later a started having issues again. They came out told my wife noting was wrong and left. When I returned home from work, it was still not working. I called back again, they came out and said it was a stuck valve and that they were able to fix it. It worked for a few days and then stopped working just yesterday, not even a week after the last "repair".

Each time I call in to talk to someone, I always get told they have to call me back. I never get return phone calls. I have to keep calling about every two hours to get someone.

I feel like each time I call in and All-Shore comes out, they just put a band-aid on the issue and hope it last until my warranty expires.Desired Settlement: With the amount of issues I am having with this [redacted] unit All-Shore installed in my home during construction, I would like a complete unit swap with a NEW unit and my warranty extended for another year.

Business

Response:

Reference # [redacted] Unfortunately we have had a few problems reference # property. The first call we adjusted refrigerant level. Second call unit was running normal when arrived 10/5/15. Third call was a problem with reversing valve10/12/15. fourth call we found a defective circuit board which we have ordered and we will replace it as soon as it arrives. It is very possible that the circuit board may have had an intermittent problem and we didn't detect until 10/23/15. We will also offer the homeowner an additional 12 months warranty. [redacted]. Allshore service manager.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

After talking with [redacted] (the service tech that came out this past time) I have a better understanding of how the system works and that requesting a whole new unit was a bit far fetched and that the unit just had a bad controller. I will gladly accept a 12 month extension on the warranty that would go out until June 1st 2017.

Regards,

Review: [redacted]

AllShore’s Service Department mission states, “All Shore, Inc. prides itself with excellent service to our customers.”

As a former customer, I am very disappointed with the lack of service provided by All Shore. June 28, 2013, I called and spoke to a service department representative who told me that she could not get a technician to my house until 7/1. I was informed that I would receive a phone call prior to the technician’s arrival which did not happen. The technician spent over an hour checking my All Shore installed AC unit. He was unable to locate the leak and I was charged $144 (per the enclosed check).

Additionally, I was also told that he could charge my unit and apply some leak solution for approximately $600 (which was in addition to the $144.45 diagnostic fee). However, he could not guarantee his work.

Based on the technician’s inability to diagnose the leak and guarantee the work, I elected not to have any additional service completed by All Shore.

However, I had another HVAC contractor (Hutchinson) inspect the All Shore unit and this technician was able to find the leak within 10 minutes. I was pleasantly surprise by the technician’s competency and equally disappointed by All shore.

After getting my Air Conditioning unit repair for significantly less dollars than what was quoted by All Shore, I decided to call your service department to express my dissatisfaction with All Shore’s Service.

July 9th at approximately 10 AM, I spoke to someone in your service Department (possibly you) and expressed my dissatisfaction with All Shore’s failure to diagnose my Air Conditioning Unit. I was rudely asked, “What do you want….What do you want…Do you want your money back.” I replied yes and the service rep said, “I will put your check in the mail.”

Needless to say, I was quite surprise when I noticed the check had been cashed.

To add injury to insult, I have called and left messages/spoken to the following individuals”

July 30th left message for [redacted]

July 31st Left message in Sales Mailbox

August 1st spoke to [redacted] who transferred my to [redacted]’s mailbox

August 1st left message in [redacted]’s mailbox

At this time, my grievance has not been satisfactorily resolved.

Please honor All Shore’s service commitment and forward my refund to the below address.

Regards,

[redacted]Desired Settlement: Refund of the Diagnostic fee along with an apology for the unprofessional behavior of the service team

Business

Response:

All Shore Inc Service Department responded to a service call on 7/1/13 for a no cool situation. After about an hour of trying to correctly diagnose the problem, Our service tech found that there was a Freon leak causing the system not to cool correctly. The service tech told the homeowner that we could try a leak freeze which we have used for other customers with success in order to seal the leak. We also offered to isolate the leak but the unit would have to be shut down in the middle of summer in order to do it. The homeowner turned down both the options. Our service Tech only charged the homeowner a diagnostic fee of $135.00 plus tax. The $600 mentioned in the complaint was not an amount given by our service dept. We are not sure where that amount mentioned was discussed. This diagnostic fee was explained to the customer up front like we do with all of our customers. The homeowner paid All Shore for our diagnosis. We did not fix the problem because the customer did not choose to schedule the repairs. At this point, All Shore Inc feels as though we appropriately responded to the call and properly diagnosed the situation. It was the homeowner's decision to get a second opinion. All Shore Inc. will not be issuing a refund for our diagnosis.

Consumer

Response:

Review: [redacted]

I am rejecting this response because: All Shore failed to address my complaint. I made several attempts directly to All Shore only to be ignored. However, once I submitted the complaint to the Revdex.com, All Shore found time to address my complaint with the exception of the stated refund. It is my understanding that Customer calls may be recorded to ensure complaints are handled in a professional manner. If this is the case with All Shore, I am quite certain the call will confirm that an All Shore Customer Service Representative/Employee rudely made the statement, "I will return your check." This has always been about principle. The best form of advertisement is word of mouth. There are in excess of 100 homes in the White Cedar Development all with All Shore Units.

My new mission is to spend $144 warning my neighbors about All Shores unethical business practices. Hopefully, I can persuade 50 of my neighbors to consider an All Shore competitor which would result in misopportunities of $7,200. Once again, I would like to thank the Revdex.com for obtaining a response from ALL Shore.

Regards,