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
ALL of the information in the response is as it pertains to my case. Either they are completely fabricating information or they have my matter confused with another. Below is a point by point contradiction to their claims:
#First and foremost I do not have a *** unit. I have a ***
#2 I NEVER denied Orangutan anything. I provided them access to my unit to the extent I had to cancel personal appointments that resulted in personal expense for services I did not receive to make certain Orangutan could have access to the unit to fix it properly
#I was NEVER informed of any specific procedure that needed to be completed and was NEVER provided an number to start a field service inspection
#There was NEVER an electronic search done for a leak
#A leak was found by their employee and documented by their service technicians on 09/10/14, 09/11/and 09/13/
#I have NEVER contacted a manufacturer, let alone ***, for any reason. Especially since I don't think *** would help since I have a ***. Also the issue was not with the unit itself. I was an installation issue
#There is no leak inspection scheduled for 09/30/14. This would not be necessary since Orangutan came out on 09/19/and replaced the condensation pump which resolved all matters with the leak that Orangutan identified on 09/10/
#The unit was not installed four years ago. It was installed on May 13,
#There is absolutely no other explanation for the water damage to my wall other than the condensation pump that was defectively installed by Oragutan as there is absolutely no other water source on the wall that is damaged and the damage was limited to a small area near the condensation pump
Orangutan is misrepresenting the facts of the case.
#
Regards,
*** ***
I purchased a contract with Orangutan Home Services for annual plumbing inspections In scheduling an appointment this year, I have been rescheduled by Orangutan five times Today's appointment was cancelled by Orangutan because my service person was held up on a "major pipe refit"I had other things I could have done this morning than wait for them to cancel and try to reschedule for a sixth timeI have requested a cancellation of my contract and a refund of unused services
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
We had a scheduled maintenance check for this customer and when our tech arrived the unit was not working properlyThe maintenance tech wanted to turn this over to a service technicianWhen we turn over calls to service there is a charge to diagnose the systemWith the charge usually being $we
discounted the rate to $I am not sure why there was a miscommunication about the charge because there is always a diagnosis chargeThis customer has a leak somewhere in the system but the only way to find out where is to do a leak testThis is why we can not tell the customer exactly what is wrong since he has not allowed us to do the leak testWe tried to contact the customer and have not heard back yet but are more than willing to go out and do the leak test so we can find and fix the problem
I've been a customer of their's for many yearsThe main reason is their relationship with *** ***They've always been very pushy and upselling, which I find annoying after I've already paid for a HVAC and warranty from themI was just dealing with it until their most recent stuntThey installed capacitors in my unit (roof unit) and mounted them with Duct TapeThey charged me a lot of money for the parts and labor to be taped to the unitSince the unit was on the roof, they must have thought I wouldn't see
Very unscrupulous in my opinion
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 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 *** *** *** *** *** has offered to reimburse me in part for the incomplete work and the resulting damage*** *** is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor
Regards,
*** ***
I have had such nightmares dealing with this company I had to call another company to fix what mess Orangutan left me with regarding my unitBruce's Air Condition gave me a bid of $and I was told that the unit in my house was indeed not working properly and they have never seen such a poor job of installing a unit. My Freon was still leaking and they found several other repairs they had to do. I did write Orangutan that I needed my unit fixed and was tired of hearing from them. I asked them to put everything in writing because I believe they have not been truthful or reliable about their work. I do not wish them to come in my home again I would rather just have them cancel my contracts with them and for them to pay Bruce's what they have cost meThank-you in advance for any help,
*** ***
I have paperwork from *** *** ***e where my father, *** ***, paid for the Sure Climate Extended Warranty Agreement in advanceIt was not provided as "free" as Orangutan previously stated to the Revdex.comI am hereby requesting that Orangutan provide my father and myself with a detailed copy of the purchase agreement stating the full amount he paidAdditionally, there is a ten year Extended Warranty on the outside *** A/C model number ***/serial number *** and a ten year Extended Warranty on the inside/air handler model number ***serial number *** As stated in the warranty each unit has the equipment covered for years: COMP., PARTS, LABOR Coverage ends on 7/16/2019.Furthermore, the service call on 06/28/was to be no charge due the warranty agreementI had to argue with the service technician Sean and speak to his supervisor via telephone to clear this matter upJeff did offer to have the air handler unit replaced but only if it was still covered under the *** Manufacture warrantyThat is void but the Sure Climate Extended Warranty is written for ten yearsTherefore, the Trane Warranty should be overwritten due to the extended ten year warranty by Sure Climate.Finally, on the back of the Sure Climate Extended Warranty it clearly states where policy holder is entitled to a prorated refund of the warranty agreementThis is stated in Section F: Policy Holder's Options, #2.It should also be noted that the repair technician, Sean, informed me that "most of the Sure Climate warranties were thrown out when Orangutan took over *** *** ***eWe do not honor themThe people are just out their money." He is the one that informed me that my father paid $1,for the extended warranty
On a final note, I informed your staff multiple times that I have Power Of Attorney for my father
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,
*** ***
I spoke to Mr *** and explained that the coil itself was covered under warranty. The cost of labor to replace the coil, Freon, nitrogen, flush, filter dryer, reclaiming and pressurizing the unit per EPA
spec's is not covered. In our recorded conversation
Mr. *** agreed that he did not have a labor warranty and agreed these charges should be there, however, he thinks because we did not itemize theinvoice he should not have to pay. I have a signed invoice agreeing to the work. Mr*** knew what the charges were for before we started work and now that the work is complete and his unit is
working. I had already offered to discount the repair by $but he refused he wanted $off. My offer off $still stands but Mr*** knew exactly what the charges before the work was before it
was completed and is just trying to get work for free. I can provide the recorded conversation if needed
We had left a message with the Smith’s daughter to call to discuss but have yet to hear back from them. They have an extended warranty that is refundable on a prorated basis. We had called to schedule routine maintenance several times in and but the maintenance appointments
were cancelled by the customerWe have recordings of the conversations There was no record of the customer calling on the 7thThey first called on a Sunday afternoon about symptoms of a frozen coil and they were informed how to thaw out the coil and had the service called scheduled for Monday. The recording stated the home was still degrees inside The fee for the trip charge was $and the Diagnostic fee $was agreed to. Monday morning they cancelled the service call with OrangutanCustomer stated another company serviced the unit giving them a temporary refill of refrigerant With no maintenance performed and the system serviced by another company, both scenarios state the extended warranty would be voided. The technician’s charge was for a complete change-out of the outdoor condenser coil with all the work required to do so to proper specifications. We would like to see the invoice of the initial service call and the actual repair invoice so we can look into this a bit furtherIf customer wants to cancel the extended warranty we can issue a prorated refund. We will wait until customer returns our call or responds through the Revdex.com
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
RevDex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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,*** ***
Our PMA contract clearly states that if you cancel your agreement the refund amount will be pro rated and any other parts or discounts will be deducted from the total refundThe invoice you have was clearly stating pricing and the discounts that you receivedThe reason it is done this way is so
that a customer can't have a bunch of parts put in than cancel after just to get the parts for freeWe go by national pricing for our parts and are not the most expensive nor are we the cheapest in town but we believe are pricing is fairWe will contact you and go over your invoice to show what is going to be taken out of your refund
On Friday 4/29/we did credit the credit card back $300.00. Today 5/2/we will refund the balance including the diagnostic fee. We do apology for our technician using the word "deductible". We do not know why he used it and has been reprimanded for writing that. Under
the guide lines of the Sure Climate Warranty there are services that are not coveredIn the case of the repair need at the *** home Item on the agreement states Consumable products such as Nitrogen, Soider, Lubricants are not covered. Number Refigerant recovery or disposal are also not covered. That is what those charges are forWhen Scott explained the wrong wording on our technicians part he did credit the $to the credit card for the mistakeThe charges that we pass onto the customer are the items Sure Climate does not cover and are real cost to the company. There was no intension to mislead Mrs*** in any way just an employee that for some unknown reason wrote the invoice wrong
Spoke with Mrs*** and came to agreement to cancelled their extended warranty for the prorated remaining amount$retail with 42% of time remaining = $plus the $Diagnostic fee. Total refund accepted by both parties $608.20, and all Orangutan liability and extended warranties with system are expired
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, 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 resolvedI sent Scott from Orangutan a copy of the letter I sent to Jordy Tessler, one of the owners of Orangutan over weeks ago along with copy of bill
Regards,
*** ***
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
We are sorry that it has taken so long to get the equipment in from ***We do have the equipment now and I believe we are scheduled to install the unit this Saturday August 16thAgain we apologize for the length of time it took to get your equipment
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
ALL of the information in the response is as it pertains to my case. Either they are completely fabricating information or they have my matter confused with another. Below is a point by point contradiction to their claims:
#First and foremost I do not have a *** unit. I have a ***
#2 I NEVER denied Orangutan anything. I provided them access to my unit to the extent I had to cancel personal appointments that resulted in personal expense for services I did not receive to make certain Orangutan could have access to the unit to fix it properly
#I was NEVER informed of any specific procedure that needed to be completed and was NEVER provided an number to start a field service inspection
#There was NEVER an electronic search done for a leak
#A leak was found by their employee and documented by their service technicians on 09/10/14, 09/11/and 09/13/
#I have NEVER contacted a manufacturer, let alone ***, for any reason. Especially since I don't think *** would help since I have a ***. Also the issue was not with the unit itself. I was an installation issue
#There is no leak inspection scheduled for 09/30/14. This would not be necessary since Orangutan came out on 09/19/and replaced the condensation pump which resolved all matters with the leak that Orangutan identified on 09/10/
#The unit was not installed four years ago. It was installed on May 13,
#There is absolutely no other explanation for the water damage to my wall other than the condensation pump that was defectively installed by Oragutan as there is absolutely no other water source on the wall that is damaged and the damage was limited to a small area near the condensation pump
Orangutan is misrepresenting the facts of the case.
#
Regards,
*** ***
I purchased a contract with Orangutan Home Services for annual plumbing inspections In scheduling an appointment this year, I have been rescheduled by Orangutan five times Today's appointment was cancelled by Orangutan because my service person was held up on a "major pipe refit"I had other things I could have done this morning than wait for them to cancel and try to reschedule for a sixth timeI have requested a cancellation of my contract and a refund of unused services
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
We had a scheduled maintenance check for this customer and when our tech arrived the unit was not working properlyThe maintenance tech wanted to turn this over to a service technicianWhen we turn over calls to service there is a charge to diagnose the systemWith the charge usually being $we
discounted the rate to $I am not sure why there was a miscommunication about the charge because there is always a diagnosis chargeThis customer has a leak somewhere in the system but the only way to find out where is to do a leak testThis is why we can not tell the customer exactly what is wrong since he has not allowed us to do the leak testWe tried to contact the customer and have not heard back yet but are more than willing to go out and do the leak test so we can find and fix the problem
I've been a customer of their's for many yearsThe main reason is their relationship with *** ***They've always been very pushy and upselling, which I find annoying after I've already paid for a HVAC and warranty from themI was just dealing with it until their most recent stuntThey installed capacitors in my unit (roof unit) and mounted them with Duct TapeThey charged me a lot of money for the parts and labor to be taped to the unitSince the unit was on the roof, they must have thought I wouldn't see
Very unscrupulous in my opinion
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 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 *** *** *** *** *** has offered to reimburse me in part for the incomplete work and the resulting damage*** *** is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor
Regards,
*** ***
I have had such nightmares dealing with this company I had to call another company to fix what mess Orangutan left me with regarding my unitBruce's Air Condition gave me a bid of $and I was told that the unit in my house was indeed not working properly and they have never seen such a poor job of installing a unit. My Freon was still leaking and they found several other repairs they had to do. I did write Orangutan that I needed my unit fixed and was tired of hearing from them. I asked them to put everything in writing because I believe they have not been truthful or reliable about their work. I do not wish them to come in my home again I would rather just have them cancel my contracts with them and for them to pay Bruce's what they have cost meThank-you in advance for any help,
*** ***
I have paperwork from *** *** ***e where my father, *** ***, paid for the Sure Climate Extended Warranty Agreement in advanceIt was not provided as "free" as Orangutan previously stated to the Revdex.comI am hereby requesting that Orangutan provide my father and myself with a detailed copy of the purchase agreement stating the full amount he paidAdditionally, there is a ten year Extended Warranty on the outside *** A/C model number ***/serial number *** and a ten year Extended Warranty on the inside/air handler model number ***serial number *** As stated in the warranty each unit has the equipment covered for years: COMP., PARTS, LABOR Coverage ends on 7/16/2019.Furthermore, the service call on 06/28/was to be no charge due the warranty agreementI had to argue with the service technician Sean and speak to his supervisor via telephone to clear this matter upJeff did offer to have the air handler unit replaced but only if it was still covered under the *** Manufacture warrantyThat is void but the Sure Climate Extended Warranty is written for ten yearsTherefore, the Trane Warranty should be overwritten due to the extended ten year warranty by Sure Climate.Finally, on the back of the Sure Climate Extended Warranty it clearly states where policy holder is entitled to a prorated refund of the warranty agreementThis is stated in Section F: Policy Holder's Options, #2.It should also be noted that the repair technician, Sean, informed me that "most of the Sure Climate warranties were thrown out when Orangutan took over *** *** ***eWe do not honor themThe people are just out their money." He is the one that informed me that my father paid $1,for the extended warranty
On a final note, I informed your staff multiple times that I have Power Of Attorney for my father
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,
*** ***
I spoke to Mr *** and explained that the coil itself was covered under warranty. The cost of labor to replace the coil, Freon, nitrogen, flush, filter dryer, reclaiming and pressurizing the unit per EPA
spec's is not covered. In our recorded conversation
Mr. *** agreed that he did not have a labor warranty and agreed these charges should be there, however, he thinks because we did not itemize theinvoice he should not have to pay. I have a signed invoice agreeing to the work. Mr*** knew what the charges were for before we started work and now that the work is complete and his unit is
working. I had already offered to discount the repair by $but he refused he wanted $off. My offer off $still stands but Mr*** knew exactly what the charges before the work was before it
was completed and is just trying to get work for free. I can provide the recorded conversation if needed
We had left a message with the Smith’s daughter to call to discuss but have yet to hear back from them. They have an extended warranty that is refundable on a prorated basis. We had called to schedule routine maintenance several times in and but the maintenance appointments
were cancelled by the customerWe have recordings of the conversations There was no record of the customer calling on the 7thThey first called on a Sunday afternoon about symptoms of a frozen coil and they were informed how to thaw out the coil and had the service called scheduled for Monday. The recording stated the home was still degrees inside The fee for the trip charge was $and the Diagnostic fee $was agreed to. Monday morning they cancelled the service call with OrangutanCustomer stated another company serviced the unit giving them a temporary refill of refrigerant With no maintenance performed and the system serviced by another company, both scenarios state the extended warranty would be voided. The technician’s charge was for a complete change-out of the outdoor condenser coil with all the work required to do so to proper specifications. We would like to see the invoice of the initial service call and the actual repair invoice so we can look into this a bit furtherIf customer wants to cancel the extended warranty we can issue a prorated refund. We will wait until customer returns our call or responds through the Revdex.com
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
RevDex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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,*** ***
Our PMA contract clearly states that if you cancel your agreement the refund amount will be pro rated and any other parts or discounts will be deducted from the total refundThe invoice you have was clearly stating pricing and the discounts that you receivedThe reason it is done this way is so
that a customer can't have a bunch of parts put in than cancel after just to get the parts for freeWe go by national pricing for our parts and are not the most expensive nor are we the cheapest in town but we believe are pricing is fairWe will contact you and go over your invoice to show what is going to be taken out of your refund
On Friday 4/29/we did credit the credit card back $300.00. Today 5/2/we will refund the balance including the diagnostic fee. We do apology for our technician using the word "deductible". We do not know why he used it and has been reprimanded for writing that. Under
the guide lines of the Sure Climate Warranty there are services that are not coveredIn the case of the repair need at the *** home Item on the agreement states Consumable products such as Nitrogen, Soider, Lubricants are not covered. Number Refigerant recovery or disposal are also not covered. That is what those charges are forWhen Scott explained the wrong wording on our technicians part he did credit the $to the credit card for the mistakeThe charges that we pass onto the customer are the items Sure Climate does not cover and are real cost to the company. There was no intension to mislead Mrs*** in any way just an employee that for some unknown reason wrote the invoice wrong
Spoke with Mrs*** and came to agreement to cancelled their extended warranty for the prorated remaining amount$retail with 42% of time remaining = $plus the $Diagnostic fee. Total refund accepted by both parties $608.20, and all Orangutan liability and extended warranties with system are expired
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Revdex.com:
I have reviewed the response made by the business in
reference to complaint ID ***, 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 resolvedI sent Scott from Orangutan a copy of the letter I sent to Jordy Tessler, one of the owners of Orangutan over weeks ago along with copy of bill
Regards,
*** ***
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
We are sorry that it has taken so long to get the equipment in from ***We do have the equipment now and I believe we are scheduled to install the unit this Saturday August 16thAgain we apologize for the length of time it took to get your equipment