Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would find it much more respectable of the business if they would have taken responsibility and provided an apology instead of "blaming" the manufacturer At no time were we told it was a delay from the manufacturer, we were just told for months that this person, or that person is handling or will call I suspect they failed to file the rebate accordingly based on how they have "dropped the ball" on a number of issues Again, fix the problem, apology - not delay the problem and delay Regards, [redacted] ***
June 19th Re: Complaint***- [redacted] Dear ***, Mr [redacted] has complained to Orangutan and Orangutan has offered to pay full refund for his crane fee (was not needed) and pay for his ENTIRE electric bill for the month of May We feel this is more than adequate to cover the cost of his 2” duct leak for daysHe unfortunately did not except our offer and proceeded to call Home Depot Escalations Department who agreed our offer was more than reasonable Mr [redacted] is demanding a 10% refund ($640) Not pleased with having his ENTIRE bill paid which includes electric use outside of HVAC, Mr [redacted] has proceed to leverage Orangutan by filing complaints with the [redacted] and *** This is a 2” leak in the ductwork lasting for less than a week Customer is being unreasonable and hopefully [redacted] and Revdex.com agrees we’ve been more than fair about compensation Sincerely, [redacted] Vice-President Orangutan Home Services ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10661497, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Yes, the letter sent by Jeff L***, General Manager at Orangutan dated July 31st was received on August 5thFYI: The letter stated an apology as promised and extended our Preventative Maintenance Agreement to June My specific request to get a written response to all the items I outlined in my original Revdex.com complaint was never responded to as I askedI guess this will never happen! Regards, [redacted]
On 7/29/I had to purchase a new air conditioning unit as the one I had, had for over years finally broke Las year not even quite years later, I had a problem with the new unit Apparently it was leaking freon and needed a new schraderThey said it wasn't under warranty, even though I had purchased the extended warranty, so I paid $to rectify the problemI expressed to them how uneasy and concerned I felt knowing that the unit was virtually new At any rate I thought while I got taken for that amount, the problem was resolvedNow as the hot summer approaches I turned on the unit and again warm air comes out and the unit is on almost all day! On Mon3/30/I contacted the company and expressed that I wanted to speak to the CEO or someone at the top, to which they said the supervisor had just left for the day but he would return my call as soon as possible, I waited and waited until today 4/1/15, I decided I couldn't bare the heat ( very warm for three days) any longer, so I called them backI called SEVERAL times and no one would pick upFinally, a person by the name Sherry picked upI reiterated all the infoat which point she said she would have the main supervisor call m back as he had just stepped out to lunch As I text this to you 3:08pm I have yet to receive a callHere is the dilemma : I feel that since I paid $for a problem that was supposed to have been taken care of, I shouldn't have to do so every year, especially if it is under warrantyCLEARLY the unit is defective and they should either fix the problem correctly or give me a new unitI can't continue to pay every yearBetter yet, at least extend me the courtesy of calling back! What a terrible way to run what I thought was a reputable company, which is also listed on " [redacted] ***"I need help! I purchased this [redacted] Unit for $6,500! Not cheap for a single income household
We are extremely sorry for the problems that are going on with your ac unitOrangutan stands by every unit we install and we will get to the problem and get it resolved in a timely fashionI am going to get our Quality control technician to go to your rental property and go over the installation and make sure that everything is done to the manufacturer specificationthe last time we were out because the unit wasn't working was because the drain line was clogged and the safety device shut the unit down so that the pan would not overflow and cause water damageWe will contact you renter and set up a time to go thru the unit
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 belowThe issue was never resolved I made several appointments with the vendor but the work was never completed I purchased my AC from the vendor through [redacted] [redacted] has offered to reimburse me in part for the incomplete work and the resulting damage [redacted] is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor Regards, [redacted]
We are sorry about the time it is taking to complete your installWe talked to our install manager and the first unit is all but done except a conversion kit needed for the thermostatThe other unit is set to be installed on July 28thThe customer should have been notified that we are having difficulty getting [redacted] parts and units [redacted] our install manager will be making sure that everything is completed for your install as quickly as we can get the parts and access to your home to complete the install as promised per your contract
The manufacturer did reimburse us for the part that is what the warranty is for The cost of labor, Freon, administration, fuel, insurance, and all other relative cost are built into our pricing not to mention profitThe fact that we did not itemize the invoice does not discount the cost to replace the part Mr [redacted] has every right to shop the cost of a repair before the work is done His warranty can be honored by any authorized Rheem dealer I will offer a $customer good will credit from the repairs made but this is a one time offer and after today there will be no offers made
The custome ris correct the $off the new part was supposed to be given We have already sent the customer a check for $ We have been trying to get in touch with her to let her know we will be sending the balance of the $which will be $but she has not answered or rewturned our call
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.Orangutan did send out a crew to repair the drywall that was removed at my cost due to the water damage The drywall and floor board repair was done to my satisfaction but I am still $out of pocket due to Orangutan initially refusing to remove and repair the drywallThe removal of the drywall was completed by Preferred Choice Restoration, whom Orangutan sent to my home to check the damage Orangutan then refused to pay for the removal and repair of the damage Due to the growth of mold I had PCR remove and treat the affected areas I was charged $for that work Regards, [redacted]
When the field supervisor Steve S [redacted] came to our house he was pleasant He told us our air conditioning unit needed to be replaced since it wasn't taking freon and he showed us (my sister and I) that the gauges were not even or equalSo he also continued to say we had a blockage in the line and there was no way to replace it or clean it outWe thought that was weird since the air conditioning was working fine the day before he showed up He said you need a new one and gave us prices so we took this as we need a second opinion and he said fine and wrote down how much one would be and didn't charge us, which I found weirdThis was a Thursday and on Sunday we had another air conditioning guy come over and you know what he found, a wire was pulled off so the compressor would not turn on making the gauges show that the freon was not thereWhen it was put back on the compressor turned on and the gauges were equal like they were suppose to be I would never recommend Orangutan home services to my worst enemy let alone my friends or familyThey tried to rip us off for $
Our maintenance program includes free pound of Freon We have agreed to take care of the Freon charge and Mr [redacted] is only going to pay for the Leak Search and Repair for $
I left a message fro [redacted] on 10/31/at am apologizing for one of my employees being rude I advise her we will be send her in the mail today an apology letterand a copy of the records she requested
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved THEY ARE ALSO LOOKING INTO WITH [redacted] TO REPLACE UNIT SINCE IT HAD SO MANY ISSUES FROM THE DATE OF PURCHASE Regards, [redacted]
I left a message for [redacted] to discuss but no return call yet She seems to be asking about a service call we did in November of If that is the service call she is asking about then we did charge her a $diagnostic fee I am willing to refund the $she paid even though the [redacted] Warranty does have a diagnostic fee charge The allegation that Orangutan techs would "destroy" her unit is far fetched The [redacted] does specify that the unit must be maintained yearly in order to keep the warranty in effect Any company can perform the maintenance as long as there is written proof from a licensed contractor As far as I know Orangutan is the only company left in Arizona that still honors the [redacted] Warranty In order to put a claim through [redacted] , we are the only contractor that can take care of thatIf she chooses to have another company repair her unit they will not be able to utilize the [redacted] benefits
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 belowThey have not resolved the complaint and have stopped returning my call I made the original purchase as a referral from [redacted] and I understand that [redacted] is no longer partnering with OrangutanThey have three times told me they would do something and three times failed to do what they said they would doThey have not resolved the issue and to my knowledge are making no attempt to resolve Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me in that I shall be awarded years of service due to minimum price of $and as high as $ I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
This unit was installed for the customer on 5/The customer noticed that the supple line had become detached from the system and we came out to reattach the line after the customer informed us of the problemThe line was put back together the first time we came out but he did not have all the necessary equipment to make sure that it would not happen again so we made another appointment to come back and make sure that the line was still attached and applied the necessary product to make sure that it would not come apart againWhen we sell any package unit a crane lift is added to the cost of the jobThis job the crane was not needed so we will refund the customer back the $he was charged in the contractThere are many things that can go wrong in a retrofit install of this kind and when there are problems we do our best to correct them in a timely mannerWe do not believe that 10% off the contract price is really fair in this case but we do think that there should be some compensationWe will refund the customer the $for the crane that was not used and also agree to pay this customers electric bill for the month of May which is when the supply was detached from the unitWe will contact the customer to get a copy of the bill and settle this dispute
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 are no further along at this time, July 31st, then we were when this complaint was filed I can see by the business response that they are waiting for the [redacted] unit to arrive, however, we still are waiting for the first unit to be completed (relay panel and thermostat installed) We did have a visit from a techon 7-but he still did not have the relay panel thus was unable to install thermostat to complete the install of the first unit We have not heard anything since this visit Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.I would find it much more respectable of the business if they would have taken responsibility and provided an apology instead of "blaming" the manufacturer At no time were we told it was a delay from the manufacturer, we were just told for months that this person, or that person is handling or will call I suspect they failed to file the rebate accordingly based on how they have "dropped the ball" on a number of issues Again, fix the problem, apology - not delay the problem and delay Regards, [redacted] ***
June 19th Re: Complaint***- [redacted] Dear ***, Mr [redacted] has complained to Orangutan and Orangutan has offered to pay full refund for his crane fee (was not needed) and pay for his ENTIRE electric bill for the month of May We feel this is more than adequate to cover the cost of his 2” duct leak for daysHe unfortunately did not except our offer and proceeded to call Home Depot Escalations Department who agreed our offer was more than reasonable Mr [redacted] is demanding a 10% refund ($640) Not pleased with having his ENTIRE bill paid which includes electric use outside of HVAC, Mr [redacted] has proceed to leverage Orangutan by filing complaints with the [redacted] and *** This is a 2” leak in the ductwork lasting for less than a week Customer is being unreasonable and hopefully [redacted] and Revdex.com agrees we’ve been more than fair about compensation Sincerely, [redacted] Vice-President Orangutan Home Services ###-###-####
Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10661497, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.Yes, the letter sent by Jeff L***, General Manager at Orangutan dated July 31st was received on August 5thFYI: The letter stated an apology as promised and extended our Preventative Maintenance Agreement to June My specific request to get a written response to all the items I outlined in my original Revdex.com complaint was never responded to as I askedI guess this will never happen! Regards, [redacted]
On 7/29/I had to purchase a new air conditioning unit as the one I had, had for over years finally broke Las year not even quite years later, I had a problem with the new unit Apparently it was leaking freon and needed a new schraderThey said it wasn't under warranty, even though I had purchased the extended warranty, so I paid $to rectify the problemI expressed to them how uneasy and concerned I felt knowing that the unit was virtually new At any rate I thought while I got taken for that amount, the problem was resolvedNow as the hot summer approaches I turned on the unit and again warm air comes out and the unit is on almost all day! On Mon3/30/I contacted the company and expressed that I wanted to speak to the CEO or someone at the top, to which they said the supervisor had just left for the day but he would return my call as soon as possible, I waited and waited until today 4/1/15, I decided I couldn't bare the heat ( very warm for three days) any longer, so I called them backI called SEVERAL times and no one would pick upFinally, a person by the name Sherry picked upI reiterated all the infoat which point she said she would have the main supervisor call m back as he had just stepped out to lunch As I text this to you 3:08pm I have yet to receive a callHere is the dilemma : I feel that since I paid $for a problem that was supposed to have been taken care of, I shouldn't have to do so every year, especially if it is under warrantyCLEARLY the unit is defective and they should either fix the problem correctly or give me a new unitI can't continue to pay every yearBetter yet, at least extend me the courtesy of calling back! What a terrible way to run what I thought was a reputable company, which is also listed on " [redacted] ***"I need help! I purchased this [redacted] Unit for $6,500! Not cheap for a single income household
We are extremely sorry for the problems that are going on with your ac unitOrangutan stands by every unit we install and we will get to the problem and get it resolved in a timely fashionI am going to get our Quality control technician to go to your rental property and go over the installation and make sure that everything is done to the manufacturer specificationthe last time we were out because the unit wasn't working was because the drain line was clogged and the safety device shut the unit down so that the pan would not overflow and cause water damageWe will contact you renter and set up a time to go thru the unit
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 belowThe issue was never resolved I made several appointments with the vendor but the work was never completed I purchased my AC from the vendor through [redacted] [redacted] has offered to reimburse me in part for the incomplete work and the resulting damage [redacted] is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor Regards, [redacted]
We are sorry about the time it is taking to complete your installWe talked to our install manager and the first unit is all but done except a conversion kit needed for the thermostatThe other unit is set to be installed on July 28thThe customer should have been notified that we are having difficulty getting [redacted] parts and units [redacted] our install manager will be making sure that everything is completed for your install as quickly as we can get the parts and access to your home to complete the install as promised per your contract
The manufacturer did reimburse us for the part that is what the warranty is for The cost of labor, Freon, administration, fuel, insurance, and all other relative cost are built into our pricing not to mention profitThe fact that we did not itemize the invoice does not discount the cost to replace the part Mr [redacted] has every right to shop the cost of a repair before the work is done His warranty can be honored by any authorized Rheem dealer I will offer a $customer good will credit from the repairs made but this is a one time offer and after today there will be no offers made
We will refund the customer the $and apologize for our mistake Please allow - days to receive refund
The custome ris correct the $off the new part was supposed to be given We have already sent the customer a check for $ We have been trying to get in touch with her to let her know we will be sending the balance of the $which will be $but she has not answered or rewturned our call
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.Orangutan did send out a crew to repair the drywall that was removed at my cost due to the water damage The drywall and floor board repair was done to my satisfaction but I am still $out of pocket due to Orangutan initially refusing to remove and repair the drywallThe removal of the drywall was completed by Preferred Choice Restoration, whom Orangutan sent to my home to check the damage Orangutan then refused to pay for the removal and repair of the damage Due to the growth of mold I had PCR remove and treat the affected areas I was charged $for that work Regards, [redacted]
When the field supervisor Steve S [redacted] came to our house he was pleasant He told us our air conditioning unit needed to be replaced since it wasn't taking freon and he showed us (my sister and I) that the gauges were not even or equalSo he also continued to say we had a blockage in the line and there was no way to replace it or clean it outWe thought that was weird since the air conditioning was working fine the day before he showed up He said you need a new one and gave us prices so we took this as we need a second opinion and he said fine and wrote down how much one would be and didn't charge us, which I found weirdThis was a Thursday and on Sunday we had another air conditioning guy come over and you know what he found, a wire was pulled off so the compressor would not turn on making the gauges show that the freon was not thereWhen it was put back on the compressor turned on and the gauges were equal like they were suppose to be I would never recommend Orangutan home services to my worst enemy let alone my friends or familyThey tried to rip us off for $
Our maintenance program includes free pound of Freon We have agreed to take care of the Freon charge and Mr [redacted] is only going to pay for the Leak Search and Repair for $
I left a message fro [redacted] on 10/31/at am apologizing for one of my employees being rude I advise her we will be send her in the mail today an apology letterand a copy of the records she requested
[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved THEY ARE ALSO LOOKING INTO WITH [redacted] TO REPLACE UNIT SINCE IT HAD SO MANY ISSUES FROM THE DATE OF PURCHASE Regards, [redacted]
I left a message for [redacted] to discuss but no return call yet She seems to be asking about a service call we did in November of If that is the service call she is asking about then we did charge her a $diagnostic fee I am willing to refund the $she paid even though the [redacted] Warranty does have a diagnostic fee charge The allegation that Orangutan techs would "destroy" her unit is far fetched The [redacted] does specify that the unit must be maintained yearly in order to keep the warranty in effect Any company can perform the maintenance as long as there is written proof from a licensed contractor As far as I know Orangutan is the only company left in Arizona that still honors the [redacted] Warranty In order to put a claim through [redacted] , we are the only contractor that can take care of thatIf she chooses to have another company repair her unit they will not be able to utilize the [redacted] benefits
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 belowThey have not resolved the complaint and have stopped returning my call I made the original purchase as a referral from [redacted] and I understand that [redacted] is no longer partnering with OrangutanThey have three times told me they would do something and three times failed to do what they said they would doThey have not resolved the issue and to my knowledge are making no attempt to resolve Regards, [redacted]
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me in that I shall be awarded years of service due to minimum price of $and as high as $ I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
This unit was installed for the customer on 5/The customer noticed that the supple line had become detached from the system and we came out to reattach the line after the customer informed us of the problemThe line was put back together the first time we came out but he did not have all the necessary equipment to make sure that it would not happen again so we made another appointment to come back and make sure that the line was still attached and applied the necessary product to make sure that it would not come apart againWhen we sell any package unit a crane lift is added to the cost of the jobThis job the crane was not needed so we will refund the customer back the $he was charged in the contractThere are many things that can go wrong in a retrofit install of this kind and when there are problems we do our best to correct them in a timely mannerWe do not believe that 10% off the contract price is really fair in this case but we do think that there should be some compensationWe will refund the customer the $for the crane that was not used and also agree to pay this customers electric bill for the month of May which is when the supply was detached from the unitWe will contact the customer to get a copy of the bill and settle this dispute
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 are no further along at this time, July 31st, then we were when this complaint was filed I can see by the business response that they are waiting for the [redacted] unit to arrive, however, we still are waiting for the first unit to be completed (relay panel and thermostat installed) We did have a visit from a techon 7-but he still did not have the relay panel thus was unable to install thermostat to complete the install of the first unit We have not heard anything since this visit Regards, [redacted]