This company deceived my mother, a year old Alzheimer's patient, into buying a new Heating and Air Conditioning system for the outrageous price of $10,when her current system was in good working order They have been unresponsive to letters sent to them and they appear to have no intention of trying to resolve the matter in a fair way with her
I spoke to Mr [redacted] We made a mistake in our response the first time That was a differenet customer we were working with We already replaced the pump and will repair the drywall on 10/16/after 3pm per Mr [redacted] request
In response to Orangutan, I did not and am not disputing the $chargeI am disputing that I was mislead by not being told that the cost was for labor only This was not indicated on the invoice which I will be happy to submitThere is no indication anywhere that the charge was for labor onlyIf I had known the charge was for labor only, I would have contacted other contractors to obtain estimates to see if I good have gotten a better price for installationOrangutan admitted that the invoice did not show labor cost, which was an error on their part, and stated they would admonish their employee for omitting this on the invoiceI ascertained from Rheem A/C distributor that Orangutan was being reimbursed for this part, which they neglected to tell meWhen we asked to know the cost of the part, they told us they did not know This is quite unlikely since they are being reimbursed for the part and should be able be tell us the costI welcome Orangutan to submit any all recorded conversations that have transpired
The customer called in on 1/13/15 saying their hot water heater was not working so we set up a $79 service call to check the water heater. This water heater was installed by us on 7/12/2010. Our plumber found a bad thermostat which is still under a manufacturer warranty. We gave the customer a price... of $100 to take the part to a part house and swap it out for a new part than come back and replace the part in the customers home. While our plumber was on his way to the part house the customer called and canceled the repair saying it was to much money. Our plumber than returned to the home to collect the $79 for the service call. This customers PMA was canceled back on 9/23/12 when the customer called and asked us to no longer call him and that he would call us if he needed service. He stated that he had his maintenance taken care of by another company. We took this as he wanted to terminate his contract so it was canceled in our system. I have no record of any call asking to speak to a manager and we did go to the home and find out the problem which is why we charged $79. We have no problem if he wants someone else to fix the unit but we did perform the work that is under the service charge. We also do not have a problem reinstating his PMA if that is what he wants. One of our managers did call him and left messages but the customer has not returned his call.
Mrs [redacted] lives in the City of ***, AZ *** In order for Orangutan Home Services to maintain our high service standards, we had to scale down some areas we used to service [redacted] is too far out of Tucson to ensure this proper service We spoke to Mrs [redacted] and explained this to her and did inform her we will be sending her a refund for $for the unused portion of her maintenance program Mrs [redacted] 's son [redacted] is the one who filed the complaint and we did explain the same thing to him It does state in the maintenance agreement, it can be canceled at anytime This in no way affects their manufacture warranty for the unit Any authorized Trane Dealer can service their unit The compressor is covered from Trane until 9/26/18, the parts warranty expired on 9/26/13, and the Heat Exchanger warranty expires 9/26/ There is no labor warranty, it expired on 9/28/
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 Regards, [redacted]
We had tried calling the Smith again with no returned message We re-checked recording and verified service dates and the fact remains there was months without system maintenance The other company claims they "repaired" the existing coil The coil is a [redacted] All-Aluminum SpineFin Coil on a packaged system Our estimate was to replace the entire coil which is an extremely difficult job due to the size, delicacy, and location of the coil The other company did not explain how they "repaired" the existing aluminum coil We will agree to returning the $diagnostic fee in good faith and again offer to refund the prorated amount for the extended warranty As far as the leak repair, we would like to reinspect the system to see what was repaired and how it was done We would be willing to join the other company out to the home
Before receiving word of this complaint we had already been in contact with the customerWe informed him of the procedure the manufacturer (***) requires us to follow but customer was denying us the opportunity to do what was require. We called *** on his behalf and gave him their
number to start (request) and field service inspectionWe had offered his and he denied it. His system had an electronic leak search with no leaks found. His leak can be within the walls or extremely slow leak. After the customer called ***, they verified what we said needed to be done needs to be done and the customer finally accepted and we are scheduled to do a *** Field Service Report and possible leak inspection on 9/30/Customer did have serval service issues which in all cases we arrived promptly and fixed the unit free of charge. Only charges customer had after installations four years ago was for maintenance checks. Hopefully customer understands we have to follow the manufactures service policies and procedures. If the leak is found inside his walls it is a prexisting issue and and a new system would not even help his situation
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 belowWhat is the status because Orangutan Home Services is suppose to give money back been a month now
Regards,
*** ***
I never used this company and have no reason to as I live in an apartmentBut whomever had my cell number prior to me must have used this companythey practically harrass my phnCalling it daily, sometimes more than onceI have even told them that they have the wrong number and yet they CONTINUE to harrass my phoneIf this is the type of business they practice I head people to go with someone else who will not harrass their customers once a customer has provided them their personal informationEspecially if that info has changed! Common sense, if someone wants your service, they will contact youBut to harrass people daily, that is horrible business practice and I will insure everyone knows of this! If I ever get a house and need this type of service in the future, I surely will NOT be using them!
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
Dear Revdex.com, I do not feel that my request is unreasonableLet’s start with the crane. First, there was no attempt to contact me to return any monies associated with the craneI reviewed the contract, as a result of working through the problem; I noticed the charge for the crane. I brought the crane issue to the attention of Travis who, at my request, performed a quality inspection after the issue was resolved two weeks after the installation. Since there was no attempt prior to me pointing this out, I am sure no effort would have been taken on Orangutan’s part to refund the costs associated with the crane. This is fraudAdditionally, a true amount cannot be determined, and to date I have been offered two amounts for the crane - $and $150. For the improper installation, if I had not gone into the attic the air leak would have not been noticed and this defective situation may have continued for couple of months before I would have noticed higher than electricity bills. Even then I could speculate that Orangutan would not have corrected the issue as it took three visits to correct it. After the second visit the technician stated everything was corrected. Had I not been vigilant and recheck the attic the third technician would not have been called. In order to locate the issue I remained in the attic the entire time the troubleshooting and repair activities took place to ensure the problem was found and corrected. I was inconvenienced having to deal with visits and waiting the 2-hour windows for the technicians to arrive. I was also inconvenienced by spending my time watching the third technician as the previous two did not correct the problem. I no longer have any faith in the abilities of Orangutan to correctly identify or properly troubleshoot AC systems. In a statement to *** *** Customer Care from Orangutan, “Orangutan corrected the issue in a timely manner and offered compensation to assure you were a satisfied customer.” Three visits are not timely; the compensation you have offered does not make me satisfied. On the statement, that I am being unreasonable. I do not feel that refunding me the cost of the crane and 10% of the contract (Plus sales tax charged on that amount) to compensate me is unreasonableThis compensation is for the inconvenience to me due to the incompetency of the installation crew and the repair techniciansThe offer of “…pay for his ENTIRE electric bill for the month of May 2014” is repugnant. This is an attempt to discount the fact that Orangutan, through their negligence on the part of the installation crew and the incompetence of the first two repair technicians, inconvenienced me and putme at risk for long term financial lossThe offers so far have been to minimize their costsIf Orangutan wishes to restore some of my confidence in them andassure that I am a satisfied customer then meet my request
Regards,*** ***
If you or anyone you know is doing business with Orangutan Heating and Cooling Don't do it!!! And if you have elderly friends using them, get involvedThey are taking advantage of the elderly especiallyThey tried to charge my mom $for a coil they said was bad, that was only months old I got a second opinionOrangutan had broken the core valve so that all the Freon leaked out, left all three service valves off ( and missing, no where to be found)Again, no Freon Funny thing is, they were just there 2-months ago for their maintenance check and all was well!?!? And when they came out and investigated this last week, they didn't even check the freon or say anything about the valve covers
Their required maintenance agreement for years cost her $They convinced her that she had to have that in order or validate the year warranty she had also purchased This warranty we found out was null and void, since the coil that was replaced in June of and that exceeded her $limit in warranty items WHAT!?!? In talking to other people, she isn't the only one having issues with this company
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 "*** ***"I need help! I purchased this *** Unit for $6,500! Not cheap for a single income household
The customer called in and set up a call for a thermostatWe sent a service tech to the home where the customer wanted us to install a thermostat that they purchasedWe told the customer it would be $to install the thermostat which they refused to payI take offense to the customers remark that we somehow can set up a unit to go down in the heat of the summerWe will not respond to any more accusations from this customer that have absolutely no truth behind their statements
I currently have a warranty (which is no longer offered) and am paid up to on their PMA (preventive maintenance agreement, which covers checkups per year, winter and summer) Recently I have been scheduling these appointments as in the past they would call and keep me on a schedule to keep me current on my summer and winter checkMy last appointment I scheduled to have a tech come to residence between 8-11amI waited till after 11am and called Orangutan and was told the tech would not be able to make the appointment until late in the dayI was never called about the issue and was unable to spend my entire day at my tenants homeThey wanted to reschedule for the next day, but I had to workWe came to an agreement to come week later and I was told I would be first on the tech's list at 8amOrangutan called 6:50am that Wednesday morning to confirmI returned their call at 7am to confirmI arrived at residence at 8amI had numerous calls to Orangutan after 9am regarding the status and eta of the techEach time I was told he was in routeFinally at 10am I was able to speak to Lisa the supervisor She told me that the tech would call me when he was minutes from the residenceShe also told me that they do not guarantee any customer to be the first one the tech comes to see, even if you schedule an appointment at between and AMI was able to stay at the residence until 10:AM, as I had A doctors appointment scheduled at AMAs doctors go, if you do not reschedule within hours, or you are late for your appointment, you can be charged for thatMy tenant called my that evening and said Orangutan left a business card at the doorI never received a call from the tech or even Lisa the supervisor that the tech was at the residenceI have rescheduled for the third time next weekI feel that my $warranty and PMA I bought has made me not a priority and not staying current and up to date on my checkups
The custome ris correct the $off the new part was supposed to be given. We have already sent the customer a check for $77.40. 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 ***, 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 *** *** *** *** and I understand that *** *** 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,
*** ***
We are very sorry that we had to push back this Mr*** appointment but he was called to rescheduleThis maintenance check did run on 6/14/The last maintenance check was scheduled on 1/11/and was run without any schedule changesThere is parts that make up the years of this
maintenance contractthe part that was purchased and comes due on 10/5/and the part that was given with the unit purchase and runs until 10/5/The first part will be pro rated based on the invoice of the maintenance purchase per the contractWe will come up with the amount due and contact the customer with his refund amount
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
The facts stated by Orangutan are not completely accurate. The supply line did not detach or become loose. There were three visits by their technicians to resolve this issue. The root cause was a gap left open in the plenum when the unit was installed which allowed cold air to escape into the attic space. Below is the dates, times and technicians that came to address the issue
Date Time Technician
5-24- ~8:AM ***
5-24- ~5:PM *** ***
5-26-14 ~8:AM ***
Attached is a picture of the gap that was left after the original installation and was not found until the third technician discovered it. I sat in the attic with the technician to watch and to inform him that the attic should not be cold and refused to allow him to leave until the root cause was found
Additionally, based on my research a residential crane is between $- $500. Orangutan should reimburse me what I was charged for the crane not what it costs them
The 10% reimbursement is for my inconvenience as the three trips to repair the gross incompetence of the install crew occurred over the Memorial Day weekend. Additionally most individuals do not inspect contractor's work and had I not went into the attic I would have never known about this issue until I received higher than eclectic bills
10% is not an unreasonable amount for the total lack of quality by the install crew and two additional technicians who did not take the time to troubleshoot the issue properly
$+ the cost charged for the crane is a fair amount. Assuming I was charge the residential rate of $then the total amount would be $972.00. I will accept $
Regards,
*** ***
This company deceived my mother, a year old Alzheimer's patient, into buying a new Heating and Air Conditioning system for the outrageous price of $10,when her current system was in good working order They have been unresponsive to letters sent to them and they appear to have no intention of trying to resolve the matter in a fair way with her
I spoke to Mr [redacted] We made a mistake in our response the first time That was a differenet customer we were working with We already replaced the pump and will repair the drywall on 10/16/after 3pm per Mr [redacted] request
In response to Orangutan, I did not and am not disputing the $chargeI am disputing that I was mislead by not being told that the cost was for labor only This was not indicated on the invoice which I will be happy to submitThere is no indication anywhere that the charge was for labor onlyIf I had known the charge was for labor only, I would have contacted other contractors to obtain estimates to see if I good have gotten a better price for installationOrangutan admitted that the invoice did not show labor cost, which was an error on their part, and stated they would admonish their employee for omitting this on the invoiceI ascertained from Rheem A/C distributor that Orangutan was being reimbursed for this part, which they neglected to tell meWhen we asked to know the cost of the part, they told us they did not know This is quite unlikely since they are being reimbursed for the part and should be able be tell us the costI welcome Orangutan to submit any all recorded conversations that have transpired
The customer called in on 1/13/15 saying their hot water heater was not working so we set up a $79 service call to check the water heater. This water heater was installed by us on 7/12/2010. Our plumber found a bad thermostat which is still under a manufacturer warranty. We gave the customer a price... of $100 to take the part to a part house and swap it out for a new part than come back and replace the part in the customers home. While our plumber was on his way to the part house the customer called and canceled the repair saying it was to much money. Our plumber than returned to the home to collect the $79 for the service call. This customers PMA was canceled back on 9/23/12 when the customer called and asked us to no longer call him and that he would call us if he needed service. He stated that he had his maintenance taken care of by another company. We took this as he wanted to terminate his contract so it was canceled in our system. I have no record of any call asking to speak to a manager and we did go to the home and find out the problem which is why we charged $79. We have no problem if he wants someone else to fix the unit but we did perform the work that is under the service charge. We also do not have a problem reinstating his PMA if that is what he wants. One of our managers did call him and left messages but the customer has not returned his call.
Mrs [redacted] lives in the City of ***, AZ *** In order for Orangutan Home Services to maintain our high service standards, we had to scale down some areas we used to service [redacted] is too far out of Tucson to ensure this proper service We spoke to Mrs [redacted] and explained this to her and did inform her we will be sending her a refund for $for the unused portion of her maintenance program Mrs [redacted] 's son [redacted] is the one who filed the complaint and we did explain the same thing to him It does state in the maintenance agreement, it can be canceled at anytime This in no way affects their manufacture warranty for the unit Any authorized Trane Dealer can service their unit The compressor is covered from Trane until 9/26/18, the parts warranty expired on 9/26/13, and the Heat Exchanger warranty expires 9/26/ There is no labor warranty, it expired on 9/28/
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 Regards, [redacted]
We had tried calling the Smith again with no returned message We re-checked recording and verified service dates and the fact remains there was months without system maintenance The other company claims they "repaired" the existing coil The coil is a [redacted] All-Aluminum SpineFin Coil on a packaged system Our estimate was to replace the entire coil which is an extremely difficult job due to the size, delicacy, and location of the coil The other company did not explain how they "repaired" the existing aluminum coil We will agree to returning the $diagnostic fee in good faith and again offer to refund the prorated amount for the extended warranty As far as the leak repair, we would like to reinspect the system to see what was repaired and how it was done We would be willing to join the other company out to the home
Before receiving word of this complaint we had already been in contact with the customerWe informed him of the procedure the manufacturer (***) requires us to follow but customer was denying us the opportunity to do what was require. We called *** on his behalf and gave him their
number to start (request) and field service inspectionWe had offered his and he denied it. His system had an electronic leak search with no leaks found. His leak can be within the walls or extremely slow leak. After the customer called ***, they verified what we said needed to be done needs to be done and the customer finally accepted and we are scheduled to do a *** Field Service Report and possible leak inspection on 9/30/Customer did have serval service issues which in all cases we arrived promptly and fixed the unit free of charge. Only charges customer had after installations four years ago was for maintenance checks. Hopefully customer understands we have to follow the manufactures service policies and procedures. If the leak is found inside his walls it is a prexisting issue and and a new system would not even help his situation
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 belowWhat is the status because Orangutan Home Services is suppose to give money back been a month now
Regards,
*** ***
I never used this company and have no reason to as I live in an apartmentBut whomever had my cell number prior to me must have used this companythey practically harrass my phnCalling it daily, sometimes more than onceI have even told them that they have the wrong number and yet they CONTINUE to harrass my phoneIf this is the type of business they practice I head people to go with someone else who will not harrass their customers once a customer has provided them their personal informationEspecially if that info has changed! Common sense, if someone wants your service, they will contact youBut to harrass people daily, that is horrible business practice and I will insure everyone knows of this! If I ever get a house and need this type of service in the future, I surely will NOT be using them!
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
Dear Revdex.com, I do not feel that my request is unreasonableLet’s start with the crane. First, there was no attempt to contact me to return any monies associated with the craneI reviewed the contract, as a result of working through the problem; I noticed the charge for the crane. I brought the crane issue to the attention of Travis who, at my request, performed a quality inspection after the issue was resolved two weeks after the installation. Since there was no attempt prior to me pointing this out, I am sure no effort would have been taken on Orangutan’s part to refund the costs associated with the crane. This is fraudAdditionally, a true amount cannot be determined, and to date I have been offered two amounts for the crane - $and $150. For the improper installation, if I had not gone into the attic the air leak would have not been noticed and this defective situation may have continued for couple of months before I would have noticed higher than electricity bills. Even then I could speculate that Orangutan would not have corrected the issue as it took three visits to correct it. After the second visit the technician stated everything was corrected. Had I not been vigilant and recheck the attic the third technician would not have been called. In order to locate the issue I remained in the attic the entire time the troubleshooting and repair activities took place to ensure the problem was found and corrected. I was inconvenienced having to deal with visits and waiting the 2-hour windows for the technicians to arrive. I was also inconvenienced by spending my time watching the third technician as the previous two did not correct the problem. I no longer have any faith in the abilities of Orangutan to correctly identify or properly troubleshoot AC systems. In a statement to *** *** Customer Care from Orangutan, “Orangutan corrected the issue in a timely manner and offered compensation to assure you were a satisfied customer.” Three visits are not timely; the compensation you have offered does not make me satisfied. On the statement, that I am being unreasonable. I do not feel that refunding me the cost of the crane and 10% of the contract (Plus sales tax charged on that amount) to compensate me is unreasonableThis compensation is for the inconvenience to me due to the incompetency of the installation crew and the repair techniciansThe offer of “…pay for his ENTIRE electric bill for the month of May 2014” is repugnant. This is an attempt to discount the fact that Orangutan, through their negligence on the part of the installation crew and the incompetence of the first two repair technicians, inconvenienced me and putme at risk for long term financial lossThe offers so far have been to minimize their costsIf Orangutan wishes to restore some of my confidence in them andassure that I am a satisfied customer then meet my request
Regards,*** ***
If you or anyone you know is doing business with Orangutan Heating and Cooling Don't do it!!! And if you have elderly friends using them, get involvedThey are taking advantage of the elderly especiallyThey tried to charge my mom $for a coil they said was bad, that was only months old I got a second opinionOrangutan had broken the core valve so that all the Freon leaked out, left all three service valves off ( and missing, no where to be found)Again, no Freon Funny thing is, they were just there 2-months ago for their maintenance check and all was well!?!? And when they came out and investigated this last week, they didn't even check the freon or say anything about the valve covers
Their required maintenance agreement for years cost her $They convinced her that she had to have that in order or validate the year warranty she had also purchased This warranty we found out was null and void, since the coil that was replaced in June of and that exceeded her $limit in warranty items WHAT!?!? In talking to other people, she isn't the only one having issues with this company
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 "*** ***"I need help! I purchased this *** Unit for $6,500! Not cheap for a single income household
The customer called in and set up a call for a thermostatWe sent a service tech to the home where the customer wanted us to install a thermostat that they purchasedWe told the customer it would be $to install the thermostat which they refused to payI take offense to the customers remark that we somehow can set up a unit to go down in the heat of the summerWe will not respond to any more accusations from this customer that have absolutely no truth behind their statements
I currently have a warranty (which is no longer offered) and am paid up to on their PMA (preventive maintenance agreement, which covers checkups per year, winter and summer) Recently I have been scheduling these appointments as in the past they would call and keep me on a schedule to keep me current on my summer and winter checkMy last appointment I scheduled to have a tech come to residence between 8-11amI waited till after 11am and called Orangutan and was told the tech would not be able to make the appointment until late in the dayI was never called about the issue and was unable to spend my entire day at my tenants homeThey wanted to reschedule for the next day, but I had to workWe came to an agreement to come week later and I was told I would be first on the tech's list at 8amOrangutan called 6:50am that Wednesday morning to confirmI returned their call at 7am to confirmI arrived at residence at 8amI had numerous calls to Orangutan after 9am regarding the status and eta of the techEach time I was told he was in routeFinally at 10am I was able to speak to Lisa the supervisor She told me that the tech would call me when he was minutes from the residenceShe also told me that they do not guarantee any customer to be the first one the tech comes to see, even if you schedule an appointment at between and AMI was able to stay at the residence until 10:AM, as I had A doctors appointment scheduled at AMAs doctors go, if you do not reschedule within hours, or you are late for your appointment, you can be charged for thatMy tenant called my that evening and said Orangutan left a business card at the doorI never received a call from the tech or even Lisa the supervisor that the tech was at the residenceI have rescheduled for the third time next weekI feel that my $warranty and PMA I bought has made me not a priority and not staying current and up to date on my checkups
The custome ris correct the $off the new part was supposed to be given. We have already sent the customer a check for $77.40. 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
We processed the refund for the customer and it has been sent out thru the mail
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 belowThey have not resolved the complaint and have stopped returning my call I made the original purchase as a referral from *** *** *** *** and I understand that *** *** 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,
*** ***
We are very sorry that we had to push back this Mr*** appointment but he was called to rescheduleThis maintenance check did run on 6/14/The last maintenance check was scheduled on 1/11/and was run without any schedule changesThere is parts that make up the years of this
maintenance contractthe part that was purchased and comes due on 10/5/and the part that was given with the unit purchase and runs until 10/5/The first part will be pro rated based on the invoice of the maintenance purchase per the contractWe will come up with the amount due and contact the customer with his refund amount
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
The facts stated by Orangutan are not completely accurate. The supply line did not detach or become loose. There were three visits by their technicians to resolve this issue. The root cause was a gap left open in the plenum when the unit was installed which allowed cold air to escape into the attic space. Below is the dates, times and technicians that came to address the issue
Date Time Technician
5-24- ~8:AM ***
5-24- ~5:PM *** ***
5-26-14 ~8:AM ***
Attached is a picture of the gap that was left after the original installation and was not found until the third technician discovered it. I sat in the attic with the technician to watch and to inform him that the attic should not be cold and refused to allow him to leave until the root cause was found
Additionally, based on my research a residential crane is between $- $500. Orangutan should reimburse me what I was charged for the crane not what it costs them
The 10% reimbursement is for my inconvenience as the three trips to repair the gross incompetence of the install crew occurred over the Memorial Day weekend. Additionally most individuals do not inspect contractor's work and had I not went into the attic I would have never known about this issue until I received higher than eclectic bills
10% is not an unreasonable amount for the total lack of quality by the install crew and two additional technicians who did not take the time to troubleshoot the issue properly
$+ the cost charged for the crane is a fair amount. Assuming I was charge the residential rate of $then the total amount would be $972.00. I will accept $
Regards,
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