America's Realty Group LLC

We are doing exactly as asked to resolve this complaintI don't know why [redacted] would not accept this resolutionPaperwork was sent and confirmed that it was received by the complainantWe offered to send a technician, she declined to let us look at the unitWe offered to help her petition the manufacturer for a new unit and we have an appointment Thursday.I'm not sure what else we can do at this point

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I was contacted today about having the manufacturer come out and take a look at the unit so some progress is being made The reason I do not accept the response is because I never indicated it was the same problem What I said was the each time they come out to do a repair and supposedly fix it, the unit does not work and when they return it is always a different problem Each time it was not fixed I contacted them immediately the same day not days later They did offer to come out again recently after the supposed 7/repair and I did decline since they had been unable to resolve prior to that and I was already in process to work with the manufacturer which I initiated the contact with Goodman after the phone number was given to me by Cooling for Less I never said they had continued to charge me, what I said was I was not going to call an alternate repair service at this point as that would be a cost to me It is interesting to note that there was a technical issue with getting the paperwork sent since when I spoke to Vanessa on Thursday 7/morning, she never indicated that, she said she would fax the invoices over within minutes and specifically asked me for their fax number Had she contacted me then and advised me there would be a delay due to a technical problem there would not be an issue Only after I sent a follow up email and made another phone call did she advise me that it wasn't done yet In fact, when I called back another woman answered the phone and when I asked to speak to Vanessa initially she yelled over to the woman to tell me she was doing it at that moment I then asked to speak to her and she said the reason she did not do it was nothing to do with a technical problem but that she had to reconcile what was in the computer with what was on the service order sheets and that had taken a while to do Again, had she just told me this initially it would have saved a lot of time an aggravation on my part And finally once she sent the information she emailed it to me rather than Goodman explaining that she was in the middle of a move and didn't have access to a fax machineAgain, none of that was advised in the previous communications It is correct that much of the repairs have been done when I was not there, however, the ititial diagnosis is always when I am there I do have to work and cannot wait for hours multiple times which is why I asked if it could be done that way and they always agreed My biggest frustration is the fact that they always say it is working when clearly I get home and it is not and hasn't been since the temperature in the house reflects that And just to clarify I did pay the $from the condenser fan motor replacement on 8/15/ it is accurate that I have not paid any charges since that time Also, the reference was made to my heater I did not use my heater all last winter so I would not have known if there was an issue at that time or not Regards,*** ***

We are doing exactly as asked to resolve this complaintI don't know why *** would not accept this resolution. Paperwork was sent and confirmed that it was received by the complainant. We offered to send a technician, she declined to let us look at the unit. We offered to help her petition the manufacturer for a new unit and we have an appointment Thursday.I'm not sure what else we can do at this point

The complaint is factual that her unit has had multiple repairs done to it The allegation that it has all been for the same repair or problem is incorrect The unit was installed on 6-25- On 8/15/We were called out for a unit not cooling, and we diagnosed a bad condenser
fan motor The fan motor was changed and the system was working properly after the repair.On 8/13/We were called out for a unit not cooling, we found that the compressor was bypassing internally through a bad valve and we replaced the compressor at no cost to *** The system was working properly after the repair.On 8/16/We were called out for a unit not cooling, we found the blower motor had seized We replaced the motor and the system worked after the repair We waived our labor charge since she was three years outside of her warranty because we understood her frustration On 6/27/We were called out because the unit was not keeping up with the demand from her thermostat We went out and found the TXV (Thermal Expansion Valve) was restricted The part was not available and had to be ordered The part came in on 7/7/and we completed the installation, again at no charge to *** The system was working after the repair She notified us by email shortly after the TXV repair that it wasn't working again, but wouldn't allow us to come out and diagnose the problem I told her that I understood her frustration and I would assist her in communicating with the manufacturer the extent of the repairs to this unit over the last few years in any way that I could She was told that the paperwork would be gathered and sent to her when we spoke onThursday 7/16/ We had a technical issue and the information was emailed on Monday, 7/20/ As to her assertion that after the blower motor repair, the system wasn't working properly; This system is a heat pump which means that during the winter it would not have heated properly according to her allegation that we didn't fix the unit At any point we would have been more than happy to go out and verify our repair/diagnosis As to the temperature in her house being degrees plus, we would be more than glad to go and take a look at it, but again she won't allow us to diagnose the unit Because her labor warranty expired in April 2012, any decision to replace the unit would have to come directly from the manufacturer and is out of my hands As to her not contacting another repair service so she doesn't incur any cost, we havn't charged her since for any additional labor due to the inconvenience with her unit Air conditioning units are machines, they are subject to breaking down no different than a vehicle What she is accusing us is the same as saying we fixed a flat tire and now her alternator isn't working and we didn't fix it in the first place Technicians are also human and sometimes make mistakes, that's why we have warranties and use several technicians to double check each others work and all the meanwhile not charging *** It makes it even more difficult that because of scheduling conflicts, most of the work is done when *** isn't home and we can't actually get inside the home after the repair to verify what we did We understand her frustration, this system has had more than it's share of problems and would love to help her get a resolution from the manufacturer or go back out and fix her unit.Regards,*** ***