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.
I can provide a copy of the service receipt in which we paid for 3 pounds of freon. There was NOTHING WRONG WITH THE THERMOSTAT. Even if there had been, it was initially installed by Orangatun when they installed the air conditioner just 6 years earlier! Thermostats last longer than 6 years! Funny how this all happens less than 1 year out of warranty! The reason the air conditioner wasn't performing at below 83 degrees was because it was low on freon. I was informed that there is NO WAY a freon leak would not have been NOTICED just 3 months earlier, if the technician was a qualified technician and there was this amount of freon needed in this short period of time. This is a malicious attempt to get repeat service by the service person and I understand is a complaint many have made on behalf of Orangatun. In other words, THEY HAVE A HISTORY OF DRUMMING UP BUSINESS IN THIS WAY! This business needs to stop sucking unsuspecting customers of their money! I am demanding a refund of 1) the charge that was made to service the air conditioner in which a malicious attempt to release freon was made in order to drum up return servicing. 2) a refund for the service by a QUALIFIED TECHNICIAN that was performed to replace the released freon and now 3) (thank you for reminding me) a charge for reimbursement of the (no so defective) thermostat that was replace through advice of Orangutan via a verbal call. The culprit to our air conditioning problem was the supposed leak in the system that required 3 pounds of freon to be re-added!
Regards,
[redacted]
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.
The issue was never resolved. I made several appointments with the vendor but the work was never completed. I purchased my AC from the vendor through [redacted] has offered to reimburse me in part for the incomplete work and the resulting damage. [redacted] is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor.
Regards,
[redacted]
The manufacturer did reimburse us for the part that is what the warranty is for. The cost of labor, Freon, administration, fuel, insurance, and all other relative cost are built into our pricing not to mention profit.
The fact that we did not itemize the invoice does not discount the cost to replace the part. Mr. [redacted] has every right to shop the cost of a repair before the work is done. His warranty can be honored by any
authorized Rheem dealer. I will offer a $300 customer good will credit from the repairs made but this is a one time offer and after today there will be no offers made.
We will be contacting the customer to set up a time for us to come out and measure the window. We will than have to put in a claim with the manufacturer to get a replacement. When the manufacturer sends us the window we will install at no cost.
In response to Orangutan, I did not and am not disputing the $1200 charge.
I 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 submit. There is no indication anywhere that the charge was for labor only.
If 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 installation.
Orangutan 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 invoice.
I ascertained from Rheem A/C distributor that Orangutan was being reimbursed for this part, which they neglected to tell me. When 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 cost.
I welcome Orangutan to submit any all recorded conversations that have transpired.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We did not get the message that was left with our 8 year old daughter that a call was made to us. I recommend not leaving messages with youth that age if return calls are needed and possibly a follow-up call if one is left with a child.We never denied maintenance visits only requested for them to be rescheduled. You are incorrect about system maintenance in 2013. We did have the system maintenance done in 2013 and I have attached that checklist that was done by [redacted] of your company with the date of 1/29/2013. With the year 2014 not being over yet we thought we had time to schedule annual maintenance. We have never been told we had to have it done on or by certain dates, only that it be performed annually. I have all invoices and checklists that were done on our system ever since it was installed and we never missed a year. So you will need to check your recordings and update your records correctly since the maintenance was done in 2013 and you have my record of it and the year 2014 is not over yet.Sunday when we first called was the 7th. Since we were told we would not get a technician possibly dispatched that day we called another [redacted] specialist who added the needed Freon and verified the coils were not frozen as my wife was told might be the cause.The warranty should not have been voided if a [redacted] vendor provided the work and for non maint in 2013 as you stated, because it was in fact serviced in 2013, and if it was void that should have been relayed to us when we made the first call and appointment with you.The warranty we had called for a routine yearly maintenance so why was that visit not considered at 2014 maint schedule and we were charged $79.00. That invoice has been attached for your review and diagnostics of your technician. I wanted to see why your technician never even offered to REPAIR the coil and called for an entire and expensive replacement. We paid another [redacted] dealer who we were referred to directly by [redacted]. They diagnosed and recommended and repair of the coil and did the work for a fraction of the cost. See attached invoice that you requested.I request for a full extended warranty refund, not prorated, and a refund of the service charge to come out and basically do a PM of the system for 2014 plus the amount of the service call $79.00. Plus the cost of the coil repair we had to have performed or the cost you would charge on a similar repair.I have provided supporting documents that were requested.
Regards,[redacted]
We are sorry about the time it is taking to complete your install. We talked to our install manager and the first unit is all but done except a conversion kit needed for the thermostat. The other unit is set to be installed on July 28th. The customer should have been notified that we are having...
difficulty getting [redacted] parts and units. [redacted] our install manager will be making sure that everything is completed for your install as quickly as we can get the parts and access to your home to complete the install as promised per your contract.
On Friday 4/29/16 we did credit the credit card back $300.00. Today 5/2/16 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 covered. In the case of the repair need at the [redacted] home Item 11 on the agreement states Consumable products such as Nitrogen, Soider, Lubricants ... are not covered. Number 13 Refigerant recovery or disposal are also not covered. That is what those charges are for. When Scott explained the wrong wording on our technicians part he did credit the $300 to the credit card for the mistake. The 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. [redacted] in any way just an employee that for some unknown reason wrote the invoice wrong.
The customer called in and set up a call for a thermostat. We sent a service tech to the home where the customer wanted us to install a thermostat that they purchased. We told the customer it would be $120 to install the thermostat which they refused to pay. I take offense to the customers remark that we somehow can set up a unit to go down in the heat of the summer. We will not respond to any more false accusations from this customer that have absolutely no truth behind their statements.
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. However, I reject the business' interpretation of the maintenance service provision for FREE Refrigerant being limited to one pound. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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 refund. The invoice you have was clearly stating pricing and the discounts that you received. The 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 free. We 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 fair. We will contact you and go over your invoice to show what is going to be taken out of your refund.
Very Suspicious Behavior. Today I had my annual Heating check Preventive Maintenance Inspection for my home. We have two Central HVAC units with two condensers mounted at the side of the house. The tech was suppose to do the "heating" system check as the AC system check was done in the spring. Anyway, we is outside at the AC Condenser units and comes back inside the home and says that he says the AC inoperable. I found that hard to believe since it was operating just fine before he arrived. He said he could troubleshoot the problem for me with diagnostics, but that it would cost $79.00. I said no, button it up and I'll call the Home Warranty company for repairs. He then left. He didn't bother to check the second unit and I'm still scratching my head why he is wanting to run AC checks when he is suppose to be doing a heating check. Based upon immediately jumping to the diagnostic fee of $79.00 is suspicious. I believe the technician may have broke or disconnected something just to get the $79.00 fee out of us but was disheartened when he found out I had a home warranty company that would take care of it. I will be extremely aware and observant the next time a tech comes to my home to work. Unfortunately I have another 3 years left on my Preventive Maintenance Service contract with this company. I wish now that I could get my money back. I think they are just trying to get more money out of customers.
I left a message fro [redacted] on 10/31/14 at 9 am apologizing for one of my employees being rude. I advise her we will be send her in the mail today an apology letterand a copy of the records she requested.
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 15 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 $79 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.
Spoke with Mrs. [redacted] and came to agreement to cancelled their extended warranty for the prorated remaining amount. $1260 retail with 42% of time remaining = $529.20 plus the $79 Diagnostic fee. Total refund accepted by both parties $608.20, and all Orangutan liability and extended warranties with system are expired.
Mrs. [redacted] lives in the City of [redacted], AZ [redacted]. 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 $305.00 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 9/26/28. There is no labor warranty, it expired on 9/28/09.
My experience with Orangutan has been horrible , frustrating and infuriating I have had 2 good 2 neutral and 6-8 bad experiences. They have set appointments and don't keep them, they order parts and don't call to let you know the part is in when can we come out , and they lie ( oh the part just came in - I work at the post office it doesn't take 2 weeks for it to come in the mail I guarantee that ) the company that I started with later merged with Orangutan , the only people who I would recommend them to is someone who I hate , and I don't have enemies that bad. I would never recommend them to family or friends. Again it's not been 1 or 2 bad experiences it's been many. I'm not the dramatic type just the opposite but I would rather shoot myself in the foot than to deal with them. unfortunately they have my warranty but it's been so bad that on 1 occasion I paid another company to fix the problem , and every time they come I think of doing it every time. If your thinking of calling them for service just think of how pleasurable it would be to shoot yourself in the foot , that'll be your experience.
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.
I can provide a copy of the service receipt in which we paid for 3 pounds of freon. There was NOTHING WRONG WITH THE THERMOSTAT. Even if there had been, it was initially installed by Orangatun when they installed the air conditioner just 6 years earlier! Thermostats last longer than 6 years! Funny how this all happens less than 1 year out of warranty! The reason the air conditioner wasn't performing at below 83 degrees was because it was low on freon. I was informed that there is NO WAY a freon leak would not have been NOTICED just 3 months earlier, if the technician was a qualified technician and there was this amount of freon needed in this short period of time. This is a malicious attempt to get repeat service by the service person and I understand is a complaint many have made on behalf of Orangatun. In other words, THEY HAVE A HISTORY OF DRUMMING UP BUSINESS IN THIS WAY! This business needs to stop sucking unsuspecting customers of their money! I am demanding a refund of 1) the charge that was made to service the air conditioner in which a malicious attempt to release freon was made in order to drum up return servicing. 2) a refund for the service by a QUALIFIED TECHNICIAN that was performed to replace the released freon and now 3) (thank you for reminding me) a charge for reimbursement of the (no so defective) thermostat that was replace through advice of Orangutan via a verbal call. The culprit to our air conditioning problem was the supposed leak in the system that required 3 pounds of freon to be re-added!
Regards,
[redacted]
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.
The issue was never resolved. I made several appointments with the vendor but the work was never completed. I purchased my AC from the vendor through [redacted] has offered to reimburse me in part for the incomplete work and the resulting damage. [redacted] is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor.
Regards,
[redacted]
The manufacturer did reimburse us for the part that is what the warranty is for. The cost of labor, Freon, administration, fuel, insurance, and all other relative cost are built into our pricing not to mention profit.
The fact that we did not itemize the invoice does not discount the cost to replace the part. Mr. [redacted] has every right to shop the cost of a repair before the work is done. His warranty can be honored by any
authorized Rheem dealer. I will offer a $300 customer good will credit from the repairs made but this is a one time offer and after today there will be no offers made.
We will be contacting the customer to set up a time for us to come out and measure the window. We will than have to put in a claim with the manufacturer to get a replacement. When the manufacturer sends us the window we will install at no cost.
In response to Orangutan, I did not and am not disputing the $1200 charge.
I 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 submit. There is no indication anywhere that the charge was for labor only.
If 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 installation.
Orangutan 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 invoice.
I ascertained from Rheem A/C distributor that Orangutan was being reimbursed for this part, which they neglected to tell me. When 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 cost.
I welcome Orangutan to submit any all recorded conversations that have transpired.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.We did not get the message that was left with our 8 year old daughter that a call was made to us. I recommend not leaving messages with youth that age if return calls are needed and possibly a follow-up call if one is left with a child.We never denied maintenance visits only requested for them to be rescheduled. You are incorrect about system maintenance in 2013. We did have the system maintenance done in 2013 and I have attached that checklist that was done by [redacted] of your company with the date of 1/29/2013. With the year 2014 not being over yet we thought we had time to schedule annual maintenance. We have never been told we had to have it done on or by certain dates, only that it be performed annually. I have all invoices and checklists that were done on our system ever since it was installed and we never missed a year. So you will need to check your recordings and update your records correctly since the maintenance was done in 2013 and you have my record of it and the year 2014 is not over yet.Sunday when we first called was the 7th. Since we were told we would not get a technician possibly dispatched that day we called another [redacted] specialist who added the needed Freon and verified the coils were not frozen as my wife was told might be the cause.The warranty should not have been voided if a [redacted] vendor provided the work and for non maint in 2013 as you stated, because it was in fact serviced in 2013, and if it was void that should have been relayed to us when we made the first call and appointment with you.The warranty we had called for a routine yearly maintenance so why was that visit not considered at 2014 maint schedule and we were charged $79.00. That invoice has been attached for your review and diagnostics of your technician. I wanted to see why your technician never even offered to REPAIR the coil and called for an entire and expensive replacement. We paid another [redacted] dealer who we were referred to directly by [redacted]. They diagnosed and recommended and repair of the coil and did the work for a fraction of the cost. See attached invoice that you requested.I request for a full extended warranty refund, not prorated, and a refund of the service charge to come out and basically do a PM of the system for 2014 plus the amount of the service call $79.00. Plus the cost of the coil repair we had to have performed or the cost you would charge on a similar repair.I have provided supporting documents that were requested.
Regards,[redacted]
We are sorry about the time it is taking to complete your install. We talked to our install manager and the first unit is all but done except a conversion kit needed for the thermostat. The other unit is set to be installed on July 28th. The customer should have been notified that we are having...
difficulty getting [redacted] parts and units. [redacted] our install manager will be making sure that everything is completed for your install as quickly as we can get the parts and access to your home to complete the install as promised per your contract.
We will refund the customer the $519.12 and apologize for our mistake. Please allow 10 - 14 days to receive refund.
On Friday 4/29/16 we did credit the credit card back $300.00. Today 5/2/16 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 covered. In the case of the repair need at the [redacted] home Item 11 on the agreement states Consumable products such as Nitrogen, Soider, Lubricants ... are not covered. Number 13 Refigerant recovery or disposal are also not covered. That is what those charges are for. When Scott explained the wrong wording on our technicians part he did credit the $300 to the credit card for the mistake. The 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. [redacted] in any way just an employee that for some unknown reason wrote the invoice wrong.
The customer called in and set up a call for a thermostat. We sent a service tech to the home where the customer wanted us to install a thermostat that they purchased. We told the customer it would be $120 to install the thermostat which they refused to pay. I take offense to the customers remark that we somehow can set up a unit to go down in the heat of the summer. We will not respond to any more false accusations from this customer that have absolutely no truth behind their statements.
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. However, I reject the business' interpretation of the maintenance service provision for FREE Refrigerant being limited to one pound. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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 refund. The invoice you have was clearly stating pricing and the discounts that you received. The 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 free. We 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 fair. We will contact you and go over your invoice to show what is going to be taken out of your refund.
Very Suspicious Behavior. Today I had my annual Heating check Preventive Maintenance Inspection for my home. We have two Central HVAC units with two condensers mounted at the side of the house. The tech was suppose to do the "heating" system check as the AC system check was done in the spring. Anyway, we is outside at the AC Condenser units and comes back inside the home and says that he says the AC inoperable. I found that hard to believe since it was operating just fine before he arrived. He said he could troubleshoot the problem for me with diagnostics, but that it would cost $79.00. I said no, button it up and I'll call the Home Warranty company for repairs. He then left. He didn't bother to check the second unit and I'm still scratching my head why he is wanting to run AC checks when he is suppose to be doing a heating check. Based upon immediately jumping to the diagnostic fee of $79.00 is suspicious. I believe the technician may have broke or disconnected something just to get the $79.00 fee out of us but was disheartened when he found out I had a home warranty company that would take care of it. I will be extremely aware and observant the next time a tech comes to my home to work. Unfortunately I have another 3 years left on my Preventive Maintenance Service contract with this company. I wish now that I could get my money back. I think they are just trying to get more money out of customers.
I left a message fro [redacted] on 10/31/14 at 9 am apologizing for one of my employees being rude. I advise her we will be send her in the mail today an apology letterand a copy of the records she requested.
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 15 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 $79 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.
Spoke with Mrs. [redacted] and came to agreement to cancelled their extended warranty for the prorated remaining amount. $1260 retail with 42% of time remaining = $529.20 plus the $79 Diagnostic fee. Total refund accepted by both parties $608.20, and all Orangutan liability and extended warranties with system are expired.
Mrs. [redacted] lives in the City of [redacted], AZ [redacted]. 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 $305.00 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 9/26/28. There is no labor warranty, it expired on 9/28/09.
My experience with Orangutan has been horrible , frustrating and infuriating I have had 2 good 2 neutral and 6-8 bad experiences. They have set appointments and don't keep them, they order parts and don't call to let you know the part is in when can we come out , and they lie ( oh the part just came in - I work at the post office it doesn't take 2 weeks for it to come in the mail I guarantee that ) the company that I started with later merged with Orangutan , the only people who I would recommend them to is someone who I hate , and I don't have enemies that bad. I would never recommend them to family or friends. Again it's not been 1 or 2 bad experiences it's been many. I'm not the dramatic type just the opposite but I would rather shoot myself in the foot than to deal with them. unfortunately they have my warranty but it's been so bad that on 1 occasion I paid another company to fix the problem , and every time they come I think of doing it every time. If your thinking of calling them for service just think of how pleasurable it would be to shoot yourself in the foot , that'll be your experience.