Alpha Christian Registry

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me provided it is followed through. Unfortunately, it took the action of posting ho*** reviews and freezing the credit card charge for your company to take any actionPrior to taking these actions we were told that no assistance or remedy would be provided The thermostat failed due to your technician's actions (confirmed by *** after an hour long conversation with them). We did not ask for an upgraded thermostat but rather the same exact thermostat that we had. The service provided by your company was satisfactory (average/as expected) until things went wrong which is when a company has the opportunity to show their true colors and "wow" their customers. That is the make or break point where you can earn a life long customer or lose one for life. It is common knowledge that for every good experience that is shared bad experiences are shared. We were greeted by defensive employees and our concerns and issues being shoved under the rug until we had to take matters into our own hands. Not one person stepped up to the plate and took the initiative to remedy the situation and take ownership. Posting honest reviews is not a smear campaign (a smear campaign is defined as "a plan to discredit a public figure by making or dubious accusations") as the information provided is an accurate account of what happened. It is unfortunate that your company does not value honesty and constructive criticism and rather promotes unethical actions and practices by offering customers $gift cards to post positive reviews (which is much different than a referral bonus). Be assured that we will never use this company again and will discourage anyone we know from using American Air as well. We look forward to a timely resolution. To date, we have no received a scheduled time for the new thermostat to be installed and for the furnace to be serviced

I reviewed the response made by the business in reference to complaint ID [redacted].  I received the check of $97.60 yesterday and it was deposited.
Regards,
[redacted]

The repair cost stated was not just the cost of refrigerant but the time(labor) + an ac inspection to ensure proper operation. The cost is higher than usual due to service performed outside of normal business hours. The owner is looking for a reimbursement based on what was said by another company,...

the operating pressures stated by our technician are indicative of an undercharged system, a “bad coil” doesn’t show good readings. We stand behind our technicians diagnosis & will not refund the Saturday service fee.   When calling about the refund he was verbally abusive and cursing.

The **
mini-split system was installed by us on 7/15/10. Initial water leak problem
was caused by damaged refrigerant line insulation in a wall cavity which was
corrected. Subsequent water leakage was caused by loss of refrigerant
conditions in the outdoor unit (manufacturer connections) on...

12/8/11 the
outdoor unit experienced a compressor failure. Instead of repairing the unit,
we replaced the entire outdoor unit at no charge. August 2013 the replacement
unit started to experience refrigerant leaks which cause water dripping from
interior lines, these were also corrected. July of 2014 the system experienced
a failed remote control, a $99.00 service fee was charged. A standard labor
warranty of 1-year was in effect on this unit. This was the first time we
charged anything on this installation since it was installed. January 2015 the
system experienced another compressor failure. We quoted a special price to
replace the compressor $884.00 the owner contacted the manufacturer which they
in turn gave him a case #. The owner stated that ** would cover the labor &
compressor & gave us the case # to verify. When ** was contacted they
([redacted]) stated that only the compressor would be covered and not the labor
charges. We informed the owner of this and was told to get the compressor
replaced (reminding him of the $884.00 quote)
When work
was completed payment was refused. Most of these problems were manufacturer
issues and beyond our control. The total due to us is actually $993.00,
(compressor labor and the service fee for the previous call).

Our service manager looked at this job and made corrections.  We consider this complaint resolved.  Please let me know if they are not satisfied, as we thought they were going to withdraw the complaint.

We confirmed with the post office that the package was delivered.  If they delivered it to the wrong address, then they can locate it as soon as she files a complaint.  We tried to explain to the customer that her next step is to file a complaint with her local post office, who said that...

they were delivered.  If the post office is unable to locate the package, then she can pick up the filters from our office, but we are not just going to ship out more to the same address.

American Air did contact us on the evening of 6/30 and we were unable to speak with them at that time. They called back the following day to set up an appointment - 11 days after their scheduler hung up on me and only after this Revdex.com complaint was filed. We had no communication in between that time to fix the issue or schedule another appointment. I let the person who called to schedule the appointment know that we have had to go with another company due to the fact that we had been without air for 16 days from the point of our original contact with American Air. I left a message for Joe, who originally called us. I told him he could call me back, but I also wanted to hear from the owner of the company. I have yet to hear from anyone since I left that message on 7/1.
We have since had another company come in and fix the issue, which was NOT what American Air had diagnosed. AA said (after being 45 minutes late to the appointment and looking at the unit for less than 1 minute) that our issue was a faulty valve; however, the other Air company we had come out for the work said our valve is working fine. He watched it for some time and inspected further than what AA did. The issue was a bad coil and Freon leak. Once that was fixed our AC was back to normal.
I have asked for the owner to contact me and that is what I would like. I would like him to address:
- Customer Service: Missing appointments, no follow-up calls, being hung up on, etc.
- The continued misdiagnosed issues that we have had since we moved into the house.
If I'm not mistaken, AA has been to our home to fix issues 4-5 times and each time it seems to be a different issue that they're fixing. We moved into our house on 4/23/14. We should have zero issues this early on.
Thank you,
[redacted]

The company has finally fixed the problem so I will close out my complaint. I wasn’t sure how to do that. Please let me know. Thank you,

Good afternoon,Ms. [redacted] did request a copy of the invoice of work performed, and we sent it to her.  I've attached another copy.   We did all of the work quoted to her initially.  We require pre-payment when it is a rental property.  She did choose our highest level of...

repair, which includes a two year warranty, as well as a follow up inspection after one year.  All work that was initially quoted was in deed performed, and no refund is due to the customer at this time.Thank you,