JS-Response taken via phone:We were out on February 8th and replaced a circuit board and furnace was working fineWe replaced the board which is under warranty but customer was charged $for labor Customer seemed satisfied
[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 is satisfactory to me Regards, [redacted] ***
Danielle [redacted] 12:PM (minutes ago)to me We do old fault for the multiple rescheduling attempts and did everything in our power the last visit to be sure the job was completedHE did have to come to the location and drill holes himself because as a service contractor for Home Depot our contracts are very strict and this is not permittedFinally his reimbursement I only stated I would attempt to see if this was possible but if nothing was done this falls on Home DepotWe did apologize for the many inconveniencesLet me know if there is anything else that is neededThank you! Danielle B***Office Coordinator cid:[email protected] Parkway, Unit JCleveland, Ohio 44139Phone: (216)587-2800Office fax: (216)927-
This business response was received by Revdex.com's staff member **, via phone.Paula from the business stated the consumer's electric bill (s) has been forwarded to the manufacturer of her unit.Paula stated the manufacturing company has agreed to reach out directly to the consumer regarding her complaint matter.Paula said the consumer should feel free to contact her business again, in the event the consumer fails to hear from the manufacturer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I do not have one as we had a private contractor complete the repairThe contractor diagnosed the problem very quickly and found out it was the boardThe Arco tech wasn't sure, and wasn't offering any type of reassurance that this would fix the problemAs I said, if he was wrong, we would've been out almost $1,When the tech is shrugging his shoulders and not 100% sure what the problem is, I don't think that meets the criteria of diagnosing the problem, which was part of the fee to have someone come out to the houseHow am I supposed to feel confident in that? The contractor said even if the capacitor was reading slightly low voltage, it still would've worked, and it definitely wasn't required to be replaced to diagnose the problem, as the Arco tech saidI would not have had this repair done with that information
Telephone response obtained from the company as follows: The company stated that they went to the consumer's home on 6/17/17, they arrived at 11:am and the consumer turned them away stating they didn't need them anymoreThe company stated the consumer can cancel auto pay, they
must submit a written requestThe company stated in order for the cancellation to become effective by October 5, 2017, the written request needs to be received by 8/31/The company stated the cancellation request can be sent to ***The company stated it's too late to cancel the Sept5th payment
This business response was received by Revdex.com via email and is a copy/paste by Revdex.com staff member **.Good afternoon, Please have the consumer send the copy of the other H.V.A.Ccompany that come out and stated what they did to repair the system. I show it needed a capacitor and then a control
board( Trip charge was advised $and the capacitor was approved to be installed for $ 158.00)-TOTAL $ 247.00 THEY DECLINED THE CONTROL BOARD I will wait for this invoice to Review Paula J.***Service Manager Naiman Parkway, Unit JCleveland, Ohio 44139Phone: (216)587-2800Office fax: (216)927-
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
THE COMPANY DID NOT COME TO OUR HOUSETHEY NEVER SHOWED UP, AS IS WITH THEIR OTHER PROBLEMS THAT WE HAVE HAD WITH THEM IN THE PASTAGAIN, EVER SINCE WE PAID THEM TO INSTALL OUR NEE SYSTEM A FEW YEARS AGOPLEASE REFER TO MY ORIGINAL STATEMENT FOR FULL INFORMATION DETAILSAND ARCO, PLEASE UNDERSTAND, THAT YOUR REP NEVER SHOWED UP SO DONT GIVE ME THAT ***.
Regards,
*** ***
*** *** Thank you for letting us know about your recent experience with Arco Comfort AirI apologize if our service did not meet your expectations and appreciate you taking the time to share your concerns. I am sorry to have missed you today when I called to let you know that
the current furnace that is installed is 75,BTU's and is the same number of BTU's as the one that was replaced I would be happy to schedule to have a technician to come out and go over your new thermostat and new equipment with you so that you are more comfortable with it Please call me at *** so we can make arrangements for us to do that It is Arco's goal is to consistently provide exemplary level of serviceWhile we prioritized your installation, it seems we did not meet this goal Kind Regards, Sharon S***
Tell us why here...There has been no effort made on this companys part to compensate me for the inconvenience that occuredIn my initial communication I listed specfic things that went wrong in this purchase.Any good Leader of a company would be embarrassed by what occured, and would do something to make up for the comedy of errors the customer experiencedCompensation, gift card etc
10/10/17 response received via E-mail from the company as follows: Hi [redacted],The contract has been cancelled as we discussed for [redacted].Paula **L[redacted]Service Manager
[redacted], this is [redacted] the Office Manager from Arco Comfort Air. I appreciate your consideration and that you took the time to leave us feedback. We sincerely apologize that the experience did not meet your expectations, as it is our goal to provide 100% customer satisfaction. We are...
happy to work with you to provide you a more satisfactory experience. The requested $250 special stated within the terms and conditions that the coupon needs to be presented at the time of service. We will, however honor the discount for you. We were also crediting the $225.00 for the return air drop that was unable to be completed due to space limitations bringing the total purchase price to $3090.31. Your deposit was $900.00. While we typically do require a deposit of 50% we did make the exception in this case for you as well. The remaining balance due is $2190.31. The customer is responsible for scheduling the inspection per their convenience as it is your home and we do not have access or the ability to let the city building inspector inside when you are not home. The city is typically very flexible when scheduling inspections for the homeowner. Arco has signed the original permit request form for the city stating the job would be done according to the codes and regulations when the permit is requested directly from the city. As far as the issue with installation appointment you've stated, there were messages left to confirm the installation and we did not receive any return call until after 7 PM the night before. We do have a 24 hour answering service and as we have the time marked off for the amount of time the installation takes we did need an affirmative confirmation from you. I personally returned your call after business hours to confirm that we would still be able to complete the installation the next morning. Please feel free to contact me directly at the office at [redacted] if you have any further questions and to make arrangements for the remaining balance due for the completed and accepted work performed.
[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 is satisfactory to me.
Regards,
[redacted]
JS-Response taken via phone:We were out on February 8th and replaced a circuit board and furnace was working fine. We replaced the board which is under warranty but customer was charged $200 for labor. Customer seemed satisfied.
Danielle [redacted]12:03 PM (20 minutes ago)to me We do old fault for the multiple rescheduling attempts and did everything in our power the last visit to be sure the job was completed. HE did have to come to the location and drill holes himself because as a service contractor for...
Home Depot our contracts are very strict and this is not permitted. Finally his reimbursement I only stated I would attempt to see if this was possible but if nothing was done this falls on Home Depot. We did apologize for the many inconveniences. Let me know if there is anything else that is needed. Thank you! Danielle B[redacted]Office Coordinator cid:[email protected] Naiman Parkway, Unit JCleveland, Ohio 44139Phone: (216)587-2800Office fax: (216)927-9275
This business response was received by Revdex.com's staff member **, via phone.Paula from the business stated the consumer's electric bill (s) has been forwarded to the manufacturer of her unit.Paula stated the manufacturing company has agreed to reach out directly to the consumer regarding her complaint...
matter.Paula said the consumer should feel free to contact her business again, in the event the consumer fails to hear from the manufacturer.
JS-Response taken via phone:We were out on February 8th and replaced a circuit board and furnace was working fineWe replaced the board which is under warranty but customer was charged $for labor Customer seemed satisfied
[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 is satisfactory to me Regards, [redacted] ***
Danielle [redacted] 12:PM (minutes ago)to me We do old fault for the multiple rescheduling attempts and did everything in our power the last visit to be sure the job was completedHE did have to come to the location and drill holes himself because as a service contractor for Home Depot our contracts are very strict and this is not permittedFinally his reimbursement I only stated I would attempt to see if this was possible but if nothing was done this falls on Home DepotWe did apologize for the many inconveniencesLet me know if there is anything else that is neededThank you! Danielle B***Office Coordinator cid:[email protected] Parkway, Unit JCleveland, Ohio 44139Phone: (216)587-2800Office fax: (216)927-
This business response was received by Revdex.com's staff member **, via phone.Paula from the business stated the consumer's electric bill (s) has been forwarded to the manufacturer of her unit.Paula stated the manufacturing company has agreed to reach out directly to the consumer regarding her complaint matter.Paula said the consumer should feel free to contact her business again, in the event the consumer fails to hear from the manufacturer
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. I do not have one as we had a private contractor complete the repairThe contractor diagnosed the problem very quickly and found out it was the boardThe Arco tech wasn't sure, and wasn't offering any type of reassurance that this would fix the problemAs I said, if he was wrong, we would've been out almost $1,When the tech is shrugging his shoulders and not 100% sure what the problem is, I don't think that meets the criteria of diagnosing the problem, which was part of the fee to have someone come out to the houseHow am I supposed to feel confident in that? The contractor said even if the capacitor was reading slightly low voltage, it still would've worked, and it definitely wasn't required to be replaced to diagnose the problem, as the Arco tech saidI would not have had this repair done with that information
Telephone response obtained from the company as follows: The company stated that they went to the consumer's home on 6/17/17, they arrived at 11:am and the consumer turned them away stating they didn't need them anymoreThe company stated the consumer can cancel auto pay, they
must submit a written requestThe company stated in order for the cancellation to become effective by October 5, 2017, the written request needs to be received by 8/31/The company stated the cancellation request can be sent to ***The company stated it's too late to cancel the Sept5th payment
This business response was received by Revdex.com via email and is a copy/paste by Revdex.com staff member **.Good afternoon, Please have the consumer send the copy of the other H.V.A.Ccompany that come out and stated what they did to repair the system. I show it needed a capacitor and then a control
board( Trip charge was advised $and the capacitor was approved to be installed for $ 158.00)-TOTAL $ 247.00 THEY DECLINED THE CONTROL BOARD I will wait for this invoice to Review Paula J.***Service Manager Naiman Parkway, Unit JCleveland, Ohio 44139Phone: (216)587-2800Office fax: (216)927-
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
THE COMPANY DID NOT COME TO OUR HOUSETHEY NEVER SHOWED UP, AS IS WITH THEIR OTHER PROBLEMS THAT WE HAVE HAD WITH THEM IN THE PASTAGAIN, EVER SINCE WE PAID THEM TO INSTALL OUR NEE SYSTEM A FEW YEARS AGOPLEASE REFER TO MY ORIGINAL STATEMENT FOR FULL INFORMATION DETAILSAND ARCO, PLEASE UNDERSTAND, THAT YOUR REP NEVER SHOWED UP SO DONT GIVE ME THAT ***.
Regards,
*** ***
*** *** Thank you for letting us know about your recent experience with Arco Comfort AirI apologize if our service did not meet your expectations and appreciate you taking the time to share your concerns. I am sorry to have missed you today when I called to let you know that
the current furnace that is installed is 75,BTU's and is the same number of BTU's as the one that was replaced I would be happy to schedule to have a technician to come out and go over your new thermostat and new equipment with you so that you are more comfortable with it Please call me at *** so we can make arrangements for us to do that It is Arco's goal is to consistently provide exemplary level of serviceWhile we prioritized your installation, it seems we did not meet this goal Kind Regards, Sharon S***
Tell us why here...There has been no effort made on this companys part to compensate me for the inconvenience that occuredIn my initial communication I listed specfic things that went wrong in this purchase.Any good Leader of a company would be embarrassed by what occured, and would do something to make up for the comedy of errors the customer experiencedCompensation, gift card etc
10/10/17 response received via E-mail from the company as follows: Hi [redacted],The contract has been cancelled as we discussed for [redacted].Paula **L[redacted]Service Manager
[redacted], this is [redacted] the Office Manager from Arco Comfort Air. I appreciate your consideration and that you took the time to leave us feedback. We sincerely apologize that the experience did not meet your expectations, as it is our goal to provide 100% customer satisfaction. We are...
happy to work with you to provide you a more satisfactory experience. The requested $250 special stated within the terms and conditions that the coupon needs to be presented at the time of service. We will, however honor the discount for you. We were also crediting the $225.00 for the return air drop that was unable to be completed due to space limitations bringing the total purchase price to $3090.31. Your deposit was $900.00. While we typically do require a deposit of 50% we did make the exception in this case for you as well. The remaining balance due is $2190.31. The customer is responsible for scheduling the inspection per their convenience as it is your home and we do not have access or the ability to let the city building inspector inside when you are not home. The city is typically very flexible when scheduling inspections for the homeowner. Arco has signed the original permit request form for the city stating the job would be done according to the codes and regulations when the permit is requested directly from the city. As far as the issue with installation appointment you've stated, there were messages left to confirm the installation and we did not receive any return call until after 7 PM the night before. We do have a 24 hour answering service and as we have the time marked off for the amount of time the installation takes we did need an affirmative confirmation from you. I personally returned your call after business hours to confirm that we would still be able to complete the installation the next morning. Please feel free to contact me directly at the office at [redacted] if you have any further questions and to make arrangements for the remaining balance due for the completed and accepted work performed.
[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 is satisfactory to me.
Regards,
[redacted]
JS-Response taken via phone:We were out on February 8th and replaced a circuit board and furnace was working fine. We replaced the board which is under warranty but customer was charged $200 for labor. Customer seemed satisfied.
Danielle [redacted]12:03 PM (20 minutes ago)to me We do old fault for the multiple rescheduling attempts and did everything in our power the last visit to be sure the job was completed. HE did have to come to the location and drill holes himself because as a service contractor for...
Home Depot our contracts are very strict and this is not permitted. Finally his reimbursement I only stated I would attempt to see if this was possible but if nothing was done this falls on Home Depot. We did apologize for the many inconveniences. Let me know if there is anything else that is needed. Thank you! Danielle B[redacted]Office Coordinator cid:[email protected] Naiman Parkway, Unit JCleveland, Ohio 44139Phone: (216)587-2800Office fax: (216)927-9275
This business response was received by Revdex.com's staff member **, via phone.Paula from the business stated the consumer's electric bill (s) has been forwarded to the manufacturer of her unit.Paula stated the manufacturing company has agreed to reach out directly to the consumer regarding her complaint...
matter.Paula said the consumer should feel free to contact her business again, in the event the consumer fails to hear from the manufacturer.