Alliance Coins and Jewelry

Good afternoon,I apologize for the late response to this complaintThe admin of this page has changed and wasn't aware of how to respond to these notificationsWe would like to set up a time to train on the Revdex.com portalWe have been working with this customer internally to remedy the situation.We appreciate your partnership and look forward to scheduling a meeting on web portal training in the futureBest,J [redacted] *** www.smart72.com###-###-####

Complaint: I am rejecting this response because:Thank you for contacting the business, Smarton my behalf.I do not agree fully with their response, but I have had a voicemail left by them to assist in resolving or as they put it ‘getting things back on track”I would like to document further the complaint and would appreciate the Revdex.com assisting or at least documenting/publishing the facts from my side of things.I believe the response from Smartsteps to the main issues.I am not asking for ‘free’ upgrades.I agree I have paid for the system, but I was sold a non-workable system.Smartpoorly handled the sale and engineering of the system componentsTheir unfamiliarity with the system sold led to a lot of changes in the field and misunderstanding that could have greatly reduced Smart72’s labor costs as well as a now broken system and unhappy customer.In the end, I did not get what I was soldI overpaid by +$10,– 15,000, since I received as yet no tax credits and otherwise probably did not need the solar unit that seems the basis for a lot of the system failures, installation re-works and substitution of a main system component for a lower end supposedly ‘compatible’ or more likely cheaper unit that was intended to increase the profit on the saleTo summarize what the issues are: The system has failed completely, Smartknows thisOne year has passed since it failed to work Smartsold a system with an a3rd party solar component incompatible to the original sales order specified Lennox main components (matching Signature Ultimate Comfort, iComfort, iHarmony indoor air handler and outdoor variable speed iComfort smart heat pump.) During the field installation process without discussing, explaining or asking my permissionIt appears the field install team was unaware of the details of the original order and was being fed a parts list from the office teamNumerous times during a several weeks long install process over a 2- month period, the install team found discrepancies in what was supposed to be on the order and as a result installed, then removed, then re-installed various components in an attempt to match what was originally ordered and what would actually work with the main Lennox Signature ‘smart’ indoor air handlerIn the end, I got an outdoor unit that was a 2-stage ‘dumb’ unit instead of the ‘smart’ iComfort controller board unit that was specified in the original sales order A tax credit of +$10,or about 30% of the overall price of the system was to help pay for the systemSmartprovided no documentation, no parts list, no system description that would allow submitting IRS claim for such tax creditIn fact, the final description Smartprovided to the HERO financing that is the only documentation usable for submitting such a claim describes the system as an ‘air source heat pump’ Smartfalsely represented that the Suntrac solar component could not be made to work with a variable speed compressor heat pumpThis claim made by the Smartmanager was made in response to my insistence that Smarthad installed the wrong heat pump unit, a Lennox Elite XPnot the Lennox Signature XPunit that was to match the indoor Signature air handler unitSubsequent to forcing me to accept the XPunder threat of no support and no warranty if the XPwas installed, I then found that Suntrac solar units do work with single, multi-stage and variable speed compressor heat pumpsSmartbasically lied to me to get me to accept what they’d installedI had to point out that at least I was owed the difference in price, they claimed that it was $and adjusted the price by that amount Smartmade the guinea pig for a system of components that their team had never installed beforeI am con***d that at least part of the problem with continued system failures is related to the mismatch of system components, configuration, and non-optimization that was driven by trying to upsell the Suntrac solar unitMy feeling at this point is that Lennox factory experts need to be onsite and review that the components there were installed can be made to work at allMore than that I want the more energy efficient matching Signature XPheat pump installed in place of the XPpower draw on the XPis considerable a by far outweighs any possible power savings by the solar unitThe system is 90% dedicated to heating not coolingMost of the heating that occurs is at night when solar is NOT a benefitThe power draws from cycling starting is at 60+ amps (XP16) versus about amps (XP25)I have a whole house generator that cannot carry the load of the installed XPThe cycling of the XPis excessive when it gets cold, this appears to be related to the ‘smart’ cycling capability of the Lennox Signature iComfort air handling that WOULD match similar capabilities in the Lennox XP‘smart’ heat pump but is not possible with the XPThe final failure of the unit a year ago was proceeding by several cold nights where the outdoor XPbanged on and off all night long while mostly throwing out cold airTo re-confirm what I see as a reasonable outcome for both parties: A system replacement, upgrade of the outdoor heat pump to match the indoor air handler:Ø Install Lennox Signature XPheat pump (remove the existing XP16).o Properly configure and optimize the overall system components and air balance, as needed bring Lennox factory/field on-site to assist, verify proper installation.o In regards to the ‘upgrade’, I am happy to pay the $delta for the XPunit, the same amount that Smartoriginally forced me to accept as a downgrade to a ‘compatible’ XPunit (that was a representation of factsLennox not partner with Suntrac, Lennox does not state compatibility / non-compatibility with Suntrac or other 3rd party non-partner acomponentsSuntrac DOES claim compatibility with all heat pump compressor types including variable speedØ Make the 3rd party Suntrac solar unit work with Lennox system, including XPcomponentIf not possible or incompatible, then remove and refund full credit.Ø Assist customer with documentation to obtain tax credits, Smartstated on an original contract estimated credit at $12,I don’t expect it might be the full amount but there is so far no possibility of collecting any credit given that Smartand HERO financing documents describe the installed system not as a solar-based heating but as an ‘air source heat pump’ Regards, [redacted] W [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11537088, and find that this resolution is satisfactory to me Regards, J [redacted]

Complaint: I am rejecting this response because: I have been trying to work with this company for over a monthThey have failed to refund my money or go through the legal requirements to do the job in compliance with the laws and codesThere has been no attempt to reach me for a few weeks now to resolve the problemThis company has repeatedly lied to me throughout this whole process and I have the documentation to prove this Regards, D [redacted]

Hello,Thank you for your responseI have relayed this information and look to resolve this instance in a timely manner Best,J*** (805) 316-

I am so sorry for the lack of communication with youWe have been in contact with the customer and left messages in the past weeks, as well as arranged a conference call with this customer that she never called in for and we were never able to reach herWe have ordered all of the replacement
items at our cost as the equipment was no longer covered under warrantyWe were / are more than willing to satisfy this customers needs, but need her to communicate with us, return phone calls etcso we can arrange a time to complete her requestsWe simply did not respond to the Revdex.com as we were trying to directly resolve with the customer.C*** *** smart72 | Accounting Manager

Complaint:
I am rejecting this response because: This brand new Rheem unit was either damaged during installation or manufacturingA*** stated that at least one copper tube was punctured whichled to the unit leaking refrigerantAs a result, cooling did not occur until A*** "patched" leakA*** videoed the problem and in fact, stated that some electrical wiring seemed to havebeen improperly installedHe also replace the thermostatDavid Cornejo and or J*** *** were due to inspect the HVAC system following installation however; they never followed through.My husband and I requested a new unit be installed as soon as possibleWe await David Cornejo's response with installation date no later than October 7, 2017!Regards,
M*** and P*** ***

Good afternoon,I apologize for the late response to this complaintThe admin of this page has changed and wasn't aware of how to respond to these notificationsWe would like to set up a time to train on the Revdex.com portal. We have been working with this customer internally to remedy the
situation.We appreciate your partnership and look forward to scheduling a meeting on web portal training in the future. Best,J*** *** *** www.smart72.com###-###-####

Hello,On 9/16/our Lead Installer, A***, was onsite and added 410A to systemThe condenser was low so it was giving low pressure errorThe system is in proper working order now. We appreciate your patience and apologize for the inconvenienceWe hope you have a great day and wish
the best to you and your family. If you have any further questions or concerns, please don't hesitate to contact ###-###-#### Best,J*** ###-###-####www.smart72.com

Another person that I spoke with at Smart that took a message was named B***

Hello,We are working diligently with Mrand MrsB*** and should have a resolution in the very near futureWe appreciate their patience in this matter and look forward to resolving this issue in a timely manner. Sincerely,J*** *** *** ###-###-####www.smart72.com

Hello,Our Operations Manager has been working closely with this client to help remedy the situationWe are looking to resolve by the end of week. We strive for excellence and appreciate the partnership with the Revdex.com to help ensure our customers are satisfied with their service. If
you have any questions, never hesitate to call ###-###-#### Best,J*** *** *** www.smart72.com###-###-####

The repair was completed on 8/31/We repaired the leak on evaporator coil and charged the system with RrefrigerantNo other recommendations at this timeCustomer ok

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12243339, and will be expecting their call
Regards,
B*** ***

Price was adjusted per customers requestIssue has been resolved

Complaint:
I am rejecting this response because: I have been trying to work with this company for over a monthThey have failed to refund my money or go through the legal requirements to do the job in compliance with the laws and codesThere has been no attempt to reach me for a few weeks now to resolve the problemThis company has repeatedly lied to me throughout this whole process and I have the documentation to prove this
Regards,
D** ***

Hello,We appreciate you taking the time to notify us of this instance. Our VP Sales Manager reached out to go over this instance. We would like to send our Senior Field Supervisor, [redacted] onsite to evaluate [redacted]'s work.We would like to give you one year of club. [redacted] can handle the forms while...

onsite.We thank you for your time and look forward to meeting your home comfort needs.Feel free to give us a call if you have any questions. Our offices will be reaching out to you shortly to schedule a time for [redacted] to come out. Best,J[redacted] (844) 700-7272

Hello,Thank you for your response. I have relayed this information and look to resolve this instance in a timely manner.  Best,J[redacted] (805) 316-1916

Hello,Thank you for your patience. We are glad we were able to resolve this matter. If you have further questions, please feel free to contact our offices directly. Best, [redacted] ###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12381604, and look forward to receiving an install date for the newRheem HVAC unit from Smart72 by Friday, 09/29/17.
Regards,
M[redacted]