Orangutan Home Service purchased the 24 months same as cash for the customer from [redacted]. Orangutan has already notified [redacted]. We are waiting for [redacted] to correct the problem. This was not an Orangutan mistake, it was a [redacted] error but we are...
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.Since we had a contract with American Home Maintenance (Orangataung) they should have notified us of this so called change of service area. When we called for our regularly scheduled preventive maintenance we were informed of this. We will be watching the surrounding area to see if any orangataung service trucks are ever in the neighborhood.
We had a reputable air conditioning company out today and the fixed the problem that was never fixed last year by American Home maintenance. Yes, I want a refund BACK TO THE DATE they claim they changed their service area. My name is [redacted] not [redacted] as they implied!
Regards,
[redacted]
I currently have a warranty (which is no longer offered) and am paid up to 2019 on their PMA (preventive maintenance agreement, which covers 2 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 check. My last appointment I scheduled to have a tech come to residence between 8-11am. I waited till after 11am and called Orangutan and was told the tech would not be able to make the appointment until late in the day. I was never called about the issue and was unable to spend my entire day at my tenants home. They wanted to reschedule for the next day, but I had to work. We came to an agreement to come 1 week later and I was told I would be first on the tech's list at 8am. Orangutan called 6:50am that Wednesday morning to confirm. I returned their call at 7am to confirm. I arrived at residence at 8am. I had numerous calls to Orangutan after 9am regarding the status and eta of the tech. Each time I was told he was in route. Finally at 10am I was able to speak to Lisa the supervisor. She told me that the tech would call me when he was 30 minutes from the residence. She 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 8 and 11 AM. I was able to stay at the residence until 10:45 AM, as I had A doctors appointment scheduled at 11 AM. As doctors go, if you do not reschedule within 24 hours, or you are late for your appointment, you can be charged for that. My tenant called my that evening and said Orangutan left a business card at the door. I never received a call from the tech or even Lisa the supervisor that the tech was at the residence. I have rescheduled for the third time next week. I feel that my $3500 warranty and PMA I bought has made me not a priority and not staying current and up to date on my checkups.
I spoke to Mr. [redacted] on 6/10/15. I apologized for the poor language that was left on his voice mail and will send him a written apology from the person who did it. I explained our procedures and offered himmy personal guarantee we will make his next appointment and offered to...
extended his maintenance program for two years for his inconvenience, He said he will speak to his wife and get back to me.
To Whom it may concern, In regards to complaint #[redacted], I have attempted to contact [redacted] the last 2 days on May 28th, 2015 I called the customer and somebody picked up the phone but did not say anything. I also called on...
May 29th, 2015 and the call was sent to voice mail. If you have any questions please contact me at the information below.Thank You,[redacted]Director of Service and InstallOrangutan [redacted] Service's
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[redacted], General Manager at Orangutan dated July 31st was received on August 5th. FYI: The letter stated an apology as promised and extended our Preventative Maintenance Agreement to June 2020. 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 asked. I guess this will never happen!
Regards,
[redacted]
[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]
Our maintenance program includes 1 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 $250.00
The custome ris correct the $152 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 $152 which will be $74.60 but she has not answered or...
June 19th 2014
Re: Complaint[redacted]
Dear [redacted],
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 2014. We feel this is more than adequate to cover the cost of his 2” duct leak for 5 days. He 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 [redacted].
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
###-###-####
This unit was installed for the customer on 5/17. 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 problem. The 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 again. When we sell any package unit a crane lift is added to the cost of the job. This job the crane was not needed so we will refund the customer back the $100 he was charged in the contract. There 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 manner. We do not believe that 10% off the contract price is really fair in this case but we do think that there should be some compensation. We will refund the customer the $100 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 unit. We will contact the customer to get a copy of the bill and settle this dispute.
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]
On 7/29/11 I had to purchase a new air conditioning unit as the one I had, had for over 16 years finally broke. Las year not even quite 3 years later, I had a problem with the new unit. Apparently it was leaking freon and needed a new schrader. They said it wasn't under warranty, even though I had purchased the extended warranty, so I paid $300 to rectify the problem. I 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 resolved.
Now 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 Mon. 3/30/15 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 back. I called SEVERAL times and no one would pick up. Finally, a person by the name Sherry picked up. I reiterated all the info. at 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 call.
Here is the dilemma : I feel that since I paid $300 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 warranty. CLEARLY the unit is defective and they should either fix the problem correctly or give me a new unit. I can't continue to pay every year.
Better 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.
[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.
It is important to note that I have never received a check, as the provider mentioned. I wonder when it was sent????
Regards,
Amy S[redacted]
We are extremely sorry for the problems that are going on with your ac unit. Orangutan stands by every unit we install and we will get to the problem and get it resolved in a timely fashion. I 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 specification. the 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 damage. We will contact you renter and set up a time to go thru the unit.
Orangutan’s Response is as follows:
The coil was ordered twice and the incorrect part came in. In order to take care of the customer, Orangutan paid over $1,500 to have another contractor install the coil. Orangutan believes this has fully resolved the complaint as Mr. [redacted] continues to use Orangutan’s services.
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 unit. Bruce's Air Condition gave me a bid of $800.00 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 me.
Thank-you in advance for any help,
[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 2012. If that is the service call she is asking about then we did charge her a $39.00 diagnostic fee. I am willing to refund the $39.00 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 that. If 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 find that this resolution would be satisfactory to me in that I shall be awarded 4 years of service due to minimum price of $400.00 and as high as $600.00. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Orangutan Home Service purchased the 24 months same as cash for the customer from [redacted]. Orangutan has already notified [redacted]. We are waiting for [redacted] to correct the problem. This was not an Orangutan mistake, it was a [redacted] error but we are...
working with [redacted] to Resolve it.
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.Since we had a contract with American Home Maintenance (Orangataung) they should have notified us of this so called change of service area. When we called for our regularly scheduled preventive maintenance we were informed of this. We will be watching the surrounding area to see if any orangataung service trucks are ever in the neighborhood.
We had a reputable air conditioning company out today and the fixed the problem that was never fixed last year by American Home maintenance. Yes, I want a refund BACK TO THE DATE they claim they changed their service area. My name is [redacted] not [redacted] as they implied!
Regards,
[redacted]
I currently have a warranty (which is no longer offered) and am paid up to 2019 on their PMA (preventive maintenance agreement, which covers 2 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 check. My last appointment I scheduled to have a tech come to residence between 8-11am. I waited till after 11am and called Orangutan and was told the tech would not be able to make the appointment until late in the day. I was never called about the issue and was unable to spend my entire day at my tenants home. They wanted to reschedule for the next day, but I had to work. We came to an agreement to come 1 week later and I was told I would be first on the tech's list at 8am. Orangutan called 6:50am that Wednesday morning to confirm. I returned their call at 7am to confirm. I arrived at residence at 8am. I had numerous calls to Orangutan after 9am regarding the status and eta of the tech. Each time I was told he was in route. Finally at 10am I was able to speak to Lisa the supervisor. She told me that the tech would call me when he was 30 minutes from the residence. She 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 8 and 11 AM. I was able to stay at the residence until 10:45 AM, as I had A doctors appointment scheduled at 11 AM. As doctors go, if you do not reschedule within 24 hours, or you are late for your appointment, you can be charged for that. My tenant called my that evening and said Orangutan left a business card at the door. I never received a call from the tech or even Lisa the supervisor that the tech was at the residence. I have rescheduled for the third time next week. I feel that my $3500 warranty and PMA I bought has made me not a priority and not staying current and up to date on my checkups.
I spoke to Mr. [redacted] on 6/10/15. I apologized for the poor language that was left on his voice mail and will send him a written apology from the person who did it. I explained our procedures and offered himmy personal guarantee we will make his next appointment and offered to...
extended his maintenance program for two years for his inconvenience, He said he will speak to his wife and get back to me.
To Whom it may concern, In regards to complaint #[redacted], I have attempted to contact [redacted] the last 2 days on May 28th, 2015 I called the customer and somebody picked up the phone but did not say anything. I also called on...
May 29th, 2015 and the call was sent to voice mail. If you have any questions please contact me at the information below.Thank You,[redacted]Director of Service and InstallOrangutan [redacted] Service's
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[redacted], General Manager at Orangutan dated July 31st was received on August 5th. FYI: The letter stated an apology as promised and extended our Preventative Maintenance Agreement to June 2020. 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 asked. I guess this will never happen!
Regards,
[redacted]
[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]
Our maintenance program includes 1 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 $250.00
The custome ris correct the $152 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 $152 which will be $74.60 but she has not answered or...
rewturned our call.
June 19th 2014
Re: Complaint[redacted]
Dear [redacted],
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 2014. We feel this is more than adequate to cover the cost of his 2” duct leak for 5 days. He 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 [redacted].
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
###-###-####
Poor service, sloppy work, bad experience
This unit was installed for the customer on 5/17. 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 problem. The 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 again. When we sell any package unit a crane lift is added to the cost of the job. This job the crane was not needed so we will refund the customer back the $100 he was charged in the contract. There 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 manner. We do not believe that 10% off the contract price is really fair in this case but we do think that there should be some compensation. We will refund the customer the $100 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 unit. We will contact the customer to get a copy of the bill and settle this dispute.
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]
On 7/29/11 I had to purchase a new air conditioning unit as the one I had, had for over 16 years finally broke. Las year not even quite 3 years later, I had a problem with the new unit. Apparently it was leaking freon and needed a new schrader. They said it wasn't under warranty, even though I had purchased the extended warranty, so I paid $300 to rectify the problem. I 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 resolved.
Now 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 Mon. 3/30/15 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 back. I called SEVERAL times and no one would pick up. Finally, a person by the name Sherry picked up. I reiterated all the info. at 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 call.
Here is the dilemma : I feel that since I paid $300 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 warranty. CLEARLY the unit is defective and they should either fix the problem correctly or give me a new unit. I can't continue to pay every year.
Better 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.
[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.
It is important to note that I have never received a check, as the provider mentioned. I wonder when it was sent????
Regards,
Amy S[redacted]
We are extremely sorry for the problems that are going on with your ac unit. Orangutan stands by every unit we install and we will get to the problem and get it resolved in a timely fashion. I 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 specification. the 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 damage. We will contact you renter and set up a time to go thru the unit.
Case No.: [redacted]
[redacted]...
[redacted]
Orangutan’s Response is as follows:
The coil was ordered twice and the incorrect part came in. In order to take care of the customer, Orangutan paid over $1,500 to have another contractor install the coil. Orangutan believes this has fully resolved the complaint as Mr. [redacted] continues to use Orangutan’s services.
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 unit. Bruce's Air Condition gave me a bid of $800.00 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 me.
Thank-you in advance for any help,
[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 2012. If that is the service call she is asking about then we did charge her a $39.00 diagnostic fee. I am willing to refund the $39.00 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 that. If 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 find that this resolution would be satisfactory to me in that I shall be awarded 4 years of service due to minimum price of $400.00 and as high as $600.00. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]