Arizona Trademasters

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 response by AZ Trademasters did not offer an acceptable action to resolve my complaintAs usual, all they did was make excuses I understand it is out of warranty but the AC unit was never installed properly from the beginning and now every time they step foot in my house, something else goes wrong with it They are not qualified to be in business and I have witnesses that will report safety hazards they created and left (water touching live wires) They didn't install it properly from the gand I'm certainly not going to give them a second chance to screw it upI want a financial settlement so that I can have it re-installed by another company Regards, [redacted]

We were contacted through the homeowner’s home warranty for an AC unit that was not coolingWe discovered a compressor that failed, his home warranty ordered the compressor and we installed the compressorAfter the compressor was replace the customer called back a couple days later
to say the ac unit was still not cooling properly and a bad TXV was discoveredThe bad TXV could not be diagnosed when the compressor was not functioning so we ordered the TXVWe replaced the TXVThere were several trips to the customer house but it was for having to return for parts that were needed or had to be ordered
The complaint for the bolt not being put in the compressor, we offered to send a technician to check the work but the customer refused, we are glad to stand by our work, and if our technician made a mistake we are glad to fix itThere are no Freon issues that we are aware off, and the welds of out technician were checked with no leaks, this unit has had a lot of work done to it before we even got the call this is not a new unit
*** fees on $recovery and $deductible are from Marks home warranty*** did not want pay these fees and argued with his home warranty before we even made the repairsThose fees are from his Home Warranty not us
Arizona Trade Masters is an independently owned company, since *** *** has no ownership of companyI purchased in
If we did something wrong we are glad to fix our mistakeWe have offered to go check our work the customer refusedWe have not been to the house since June and it OctoberWe our contracted from *** home warranty and they use many contractors

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 response by AZ Trademasters did not offer an acceptable action to resolve my complaint. As usual, all they did was make excuses.  I understand it is out of warranty but the AC unit was never installed properly from the beginning and now every time they step foot in my house, something else goes wrong with it.  They are not qualified to be in business and I have witnesses that will report safety hazards they created and left (water touching live wires).  
They didn't install it properly from the get-go and I'm certainly not going to give them a second chance to screw it up. I want a financial settlement so that I can have it re-installed by another company.
Regards,
[redacted]

We installed the ac unit in 2008, and the unit had no water problems other than a condensation line blockage. Which a simple blow out of the drain was all that was needed. [redacted] drain line in not accessible and drains into the bathroom sink and is covered by drywall. [redacted] home is a town house and...

has no attic, so you cannot get to the drain line after it leaves the unit. 
[redacted] contacted us in August 2014 with a water problem we blew out the drain line. [redacted] continued to have a water problem we cleared the drain line on another visit and the water problem continued. We suggested to [redacted] that we would have to remove drywall or remove the unit to get to the drain line that was not accessible. We gave [redacted] the options to do the repair and she did not want to do the repairs or pay for the repairs. We did not charge [redacted] for the visits and added a condensation line pump to try to help her out and did not charge her for that either. 
[redacted] repair that she paid for expansion valve were well after her warranty period, the unit was installed in 2008, and only had a 2 year labor warranty. 
The electrical complaint, the unit lost power and we paid for the electrician to check the sub panel at no cost to [redacted]. She is complaining about a unit that has been out of warranty since 08/10
We have not charged [redacted] a penny for any of our visits, and we recommended removing the unit or removing drywall so we could access the drain line that was not accessible due to being covered with drywall, in which [redacted] did not want to pay for. The unit has been out of labor warranty since 08/2010.
We have gone out of our way to help [redacted], and have not charged her any Money. When we gave [redacted] quote to do the same repairs she became very rude and hired another contractor.

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 response by AZ Trademasters did not offer an acceptable action to resolve my complaint. As usual, all they did was make excuses.  I understand it is out of warranty but the AC unit was never installed properly from the beginning and now every time they step foot in my house, something else goes wrong with it.  They are not qualified to be in business and I have witnesses that will report safety hazards they created and left (water touching live wires).  

They didn't install it properly from the get-go and I'm certainly not going to give them a second chance to screw it up. I want a financial settlement so that I can have it re-installed by another company.

Regards,

We apologize for the problems that you have had with the [redacted] air conditioning. We have made several trips for the air condition and have been working with Shane from [redacted] technical...

support to resolve the issue. We have responded to the complaint with the air conditioning and have always given an immediate service to resolve the problem. Arizona Trade Masters has followed [redacted] technical support advice and made the necessary repairs.                              
We followed up with a phone call on 10/10/16 and Mr. [redacted] said everything worked well over the weekend. If here is any more problems we will always work to resolve the problem..

Sorry for any inconvenience that you might have had. Mike checked your unit on 06/05/2016 and replaced your condenser fan motor through your Home Warranty.  We received a warranty request 27 days later for your call from your home warranty and diagnosed a bad compressor. Mike let...

you know that you were responsible for part of the repairs per your home warranty policy. Read you policy and you will see that Freon is not covered  this had nothing to due with our company, we are hired from your home warranty. Once you disagreed with pricing and you started screaming at Mike and slammed the door in his face, you are correct we told Mike to leave the property there was no resolution that would make you happy. We treated you very respectful but our technician's and office staff should never have to be screamed at or verbally abused, We tried to explain to you the situation you would not listen. We contacted your home warranty and they are going to send another company out for you. Don't blame our technician for having to explain your Home warranty policy to you, we do charge for our time and repairs if you disagree with your home warranty talk with them on your policy.

that is not what occurred. It was clearly stated in my initial complaint the details of the encounter. Both Mike and Tonya were inappropriate with me and my issue is with how I was treated. He initially left my property for about 20min then returned through a closed gate and reinterred without my knowledge. It felt like there was a lack of respect towards me. I was attempting to gain knowledge and he was very rude and hostile when asked questions about things. There was denial from your company regarding a second claim until I spoke with my home warranty company and verified there was one placed. My safety and well being could have been compromised with a hostile make technician at my home when I was alone. Very dissatisfied with customer service and unprofessional behavior of technician and office staff

Sorry about the inconvenience, yes we had to order the part on Friday afternoon and were not able to confirm that the part was available until Monday , the manufacture was closed over the weekend. Once we got confirmation on the part we returned on Monday to install the part. It is...

out of our control if the manufacture is closed over the weekend and we cannot order a part until Monday. The 59.00 deductible if from your home warranty.

We installed the ac unit in 2008, and the unit had no water problems other than a condensation line blockage. Which a simple blow out of the drain was all that was needed. [redacted] drain line in not accessible and drains into the bathroom sink and is covered by drywall. [redacted] home is a town house and...

has no attic, so you cannot get to the drain line after it leaves the unit. 

[redacted] contacted us in August 2014 with a water problem we blew out the drain line. [redacted] continued to have a water problem we cleared the drain line on another visit and the water problem continued. We suggested to [redacted] that we would have to remove drywall or remove the unit to get to the drain line that was not accessible. We gave [redacted] the options to do the repair and she did not want to do the repairs or pay for the repairs. We did not charge [redacted] for the visits and added a condensation line pump to try to help her out and did not charge her for that either. 

[redacted] repair that she paid for expansion valve were well after her warranty period, the unit was installed in 2008, and only had a 2 year labor warranty. 

The electrical complaint, the unit lost power and we paid for the electrician to check the sub panel at no cost to [redacted]. She is complaining about a unit that has been out of warranty since 08/10

We have not charged [redacted] a penny for any of our visits, and we recommended removing the unit or removing drywall so we could access the drain line that was not accessible due to being covered with drywall, in which [redacted] did not want to pay for. The unit has been out of labor warranty since 08/2010.

We have gone out of our way to help [redacted], and have not charged her any Money. When we gave [redacted] quote to do the same repairs she became very rude and hired another contractor.

I apologies for any frustration that you have had, we will use your complaint for future training in our office and technicians.

We were contacted through the homeowner’s home warranty for an AC unit that was not cooling. We discovered a compressor that failed, his home warranty ordered the compressor and we installed the compressor. After the compressor was replace the customer called back a couple days later...

to say the ac unit was still not cooling properly and a bad TXV was discovered. The bad TXV could not be diagnosed when the compressor was not functioning so we ordered the TXV. We replaced the TXV. There were several trips to the customer house but it was for having to return for parts that were needed or had to be ordered.

The complaint for the bolt not being put in the compressor, we offered to send a technician to check the work but the customer refused, we are glad to stand by our work, and if our technician made a mistake we are glad to fix it. There are no Freon issues that we are aware off, and the welds of out technician were checked with no leaks, this unit has had a lot of work done to it before we even got the call this is not a new unit.

[redacted] fees on $195.00 recovery and $59.00 deductible are from Marks home warranty. [redacted] did not want pay these fees and argued with his home warranty before we even made the repairs. Those fees are from his Home Warranty not us.

Arizona Trade Masters is an independently owned company, since 2001. [redacted] has no ownership of company. I purchased in 2001.

If we did something wrong we are glad to fix our mistake. We have offered to go check our work the customer refused. We have not been to the house since June and it October. We our contracted from [redacted] home warranty and they use many contractors.

company sent repairman for heater. He arrived said at least 5 x he never worked on this type hearer. he tried to start without priming heater. he said again he never worked on this type heater { company has been here 3 x before } . repairman left saying the company will send someone else and Co will call me later friday.

I called on Sat and a person answered phone yelling at children and was abusive with me.

I called on Monday and spoke with the "office manager" She was not interested in discussing the matters. I asked for her superviser and after a negative discussion she said the owner was her supervisor and He does not want to talk to me.

I have canceled there services thru my service.

Review: A service call was placed through one guard warranty service on a Friday for our air conditioner not working in 116 degree heat. We were told there was no open part shops and we would have to wait until Monday morning. We were assured we would be in the first round of calls on the following Monday between 9-11am. No one called us or contacted us, we had to keep calling. At 12:15 no call, so I called vendor, they proceeded to tell me the window time was now until12:00 and they were just running late. Again, it came to 1:30pm, no call. I called my warranty company, they were told 2:00pm. The vendor got to our house at 4:30pm, after 2 more calls from warranty company. Customer service does not exist, and service calls should Be honoredbweithin thevwindow time given. I missed an entire day of work to deal with a 15 minute part to be installed. Again, in 116 degree heat, this should have been treated as an emergency and with some priority. I never once received a call to let me know service call was delayed. 4 days in extreme heat, no parts needed to be ordered, they were available in town.Desired Settlement: They need to have standard parts and staff more available for paying warranty customers. When extreme heat over 105, calls need to be treated with more urgency. 4 days with no cooling system is unacceptable and inhumane.

Business

Response:

Sorry about the inconvenience, yes we had to order the part on Friday afternoon and were not able to confirm that the part was available until Monday , the manufacture was closed over the weekend. Once we got confirmation on the part we returned on Monday to install the part. It is out of our control if the manufacture is closed over the weekend and we cannot order a part until Monday. The 59.00 deductible if from your home warranty.

Review: Had my furnace serviced for winter use.

Was told heat exchange had cracks in it and it was not safe to use. Wanted to sell me a new furnace and air conditioner. Turned off heat in house and told me not to use furnace. I called another company. They did an extensive examination of the furnace taking it apart and examining it with a camera. They found an area that had rust in a part of the furnace but no cracks. They also operated the furnace and did a complete check inside the house for carbon monoxide leakage, all of which was negative. I spent additional $75. for this second service and testing which was not necessary. I called the company and asked to speak to [redacted] the registered owner but he did not take my call nor did he return my call.Desired Settlement: I believe the company should refund me the amount of the second unnecessary service which was $75.

Business

Response:

Our technician ran the call and found one of [redacted] heat exchanger to have extreme rust on the outside of the heat exchanger. Heat exchangers should not have any rusted out spots on a heat exchanger. Our technician would not run the furnace due to the rust and did not turn on the gas.

I talked with [redacted] and he told me he was going to have his home warranty come out and check the heat exchanger, where they found that the heat exchanger does have rust, but did not find a crack.

I have arranged with [redacted] to have a supervisor come out on Tuesday the 11/26/2013, to double check the heat exchanger. If we find that the heat exchanger is not cracked we will gladly reimburse him his $75.00. Regardless whether there is a crack or not the heat exchanger should not have rusted spots on the chamber.

[redacted] called on 11/21/2013 and left a message for me, I was out sick and returned his call on 11/22/2013 at 8:00 am I do not know why he is saying I did not call him back, I got this complaint after I talked to him

Consumer

Response:

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,

Review: I have been having AC issues since May 2013. I submitted a work order for repair and set up an appointment for the technicican to come out. The technician came out and repaired the air conditioner. Approximately two weeks later the air conditioner stopped working again. I submitted another work order. I advised the lady who set up the appointment someone would be home and that I couldn't answer my phone because I work in a prison. I am not able to bring my phone inside. The technician from TradeMasters came out again and stated that there was a freon leak and he had to repair that. After that repair, the air worked but did not work as efficiently. The AC was only cooling one bedroom of the house. I once again put in another work order. The technician came out again. He stated that it was possibly an insulation issue. I called the rental company that I rent from and advised them. They sent their own AC repair company who came out on 6/18/2013. That company stated that it was a freon leak. Due to the house being under a warranty Arizona Trademasters had to complete that repair. I was advised by my rental company that they would be coming out that day. Arizona Trademasters called me and set up an appointment for two days later. During that phone call I advised the gentleman that I would not be able to answer my phone due to working in a prison and can't bring my phone in but someone will be there. He did not enter that information into the system. Today was my scheduled appointment 6/20/13. Arizona Trademasters did not come to repair my AC due to me not answering the phone. When I called them the lady stated that she didn't see any notes in the system saying that I could not answer my phone and that because I didn't answer we would have to reschedule my appointment to the following Tuesday 6/25/13. Which would mean another hot weekend for me and my family.

Arizona Trademasters claims that I have air. That is not true. I have air in one room. The rest of the house is hot. Tempatures are over 100 in Phoenix Arizona and I pay alot of money to stay cool. I feel that dealing with this repair issue for since May is too long. I will be honest and say that I did become upset and unprofessional but it is very hot. I also have to deal with my family who is hot.

Business

Response:

Arizona Trade Masters has been sub contracted from the homeowner’s home insurance company. The AC has had 2 problems one of the problems was a faulty run cap, which was replaced and they had cooling. The second visit was 15 days later in which the condensing unit had a leak, which was repaired and the unit has cooling.

The customer unit is cooling and she is complaining of certain rooms that are not cooling as well. The tenant has a home warranty company and a property management company in which we need to be authorized for any duct modifications for the house. The home warranty has approved all mechanical repairs in which have been done.

We will be more then glad to work with the customer to get there problem resolved as long as we have authorization to do the work from the homeowner. Arizona Trade Masters policy is to always call before we go to the customer house. If the tenant has someone home and will give us there phone number we will be glad to call them so we do not disturb her at work.

Consumer

Response:

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.

Arizona Trade Masters continues to claim that the unit is cooling properly. The unit is not cooling properly. How are they able to state that when they are not the ones living in the home. I have been in the home for two summers previously and did not have the issue of the unit only cooling one room. I understand the politics of home warranty/property management/sub-contractors and needing clearances to work on a unit. However, since last week the warranty company sent out another company (making that two different companies) who both found that it wasn’t the duct work/ or even installation of the home being the problem as Arizona Trade Masters is stating. The issue is something that Arizona Trade Masters has approval as they state “the home warranty has approved all mechanical repairs” in their response.

In regards to the comment of it being policy calling before going out to the residence, the policy might be in place but the procedure is not being followed. I had previously set up an appointment and I advised the lady that I would not be able to answer my phone. They did not call me on that service call before coming out. Then on the two times that I called both the lady and gentleman that I spoke to stated that “there isn’t any notes in the system regarding you not being able to answer your phone” so it is obvious they have made exceptions to that rule. They also don’t advise the person calling when setting up the appointment that is a requirement that the phone call be answered for them to come out. It is only common sense that the whole purpose of making an appointment is to make sure someone is there.

One more thing, I am a customer. I am normally a very polite and understanding person. When I called upset about Arizona Trade Masters not coming out because I didn’t answer my phone, I did get demanding, raised my voice, and was not too nice. I will say that I did not cuss. I had been dealing with the heat issue for weeks now and any sane person in Arizona heat would’ve been as frustrated as I was. The lady I was speaking to was very rude and even told me she was going to hang up on me. Working in the industry that she works in she should expect upset customers. Not saying that I was right but saying that an understanding and calm person on the other side of the phone would’ve made the situation better than what it is now.

Regards,

Business

Response:

We are hired from the customer home warranty and have given our diagnostic to the home warranty. The home warranty has sent out a second opinion to check on the unit. It is out of our hands at this time we do not have authorization to work on the house it has been sent to a different company.

We have not charged [redacted] any money for our visit. We will not due any maintence or work without authorization from the home warranty. [redacted] is not paying us and we are hired from the home warranty. We did not find a mechanical problem at our last visit that is why the home warranty sent a second opinion.

Consumer

Response:

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.

Although I am not the actual person who has the warranty contract with Arizona Trademaster, I am a paying customer. I am responsible for the $59.00 fee when a techician comes out. It was actually two second opinions sent out. One because Arizona Trademasters said it was a duct work/installation issue. When that company came out, it was determined it was a freon leak causing the issue. When the second company came out they said the same thing. If Arizona Trademasters really repaired the unit properly as they stated then it wouldn't have been necessary for two different companies to come out.

At this point, I am rejecting the response because my issue with Arizona Trademasters was never resolved. They never did finish their job. Someone else had to come out and do it. Another company came out, fixed the freon leak and the air works just fine. In every room of the house.

To be treated as I have by this company and not even receive an apology is apalling to me. They claim to be a company that wants to satisfy their customers, whether it be a contract they have or the person living in the house, and they have shown otherwise. A simple apology and some acceptance of their rude customer service would've satisfied me. The one thing that any company that is geared towards customer service knows is that a simply apology does wonders.

Regards,

I purchased a new unit two years ago. [redacted] provided a wealth of information on the unit, the proper way to install the unit and fair pricing. I was recommended by a friend who has used AZ trademasters twice and recommended to many friends. I do the same when ever someone speaks of heating and cooling needs. I have lower electric bills and cooler temperatures in the summer. I trust them with my heating and cooling needs.

Wow! So disappointed. Missed 4 hrs of work today. Even though AZ Trademasters did the same service for me last yr, they claimed not to have known that they needed a 12 ft ladder. Their response, we'll have to reschedule and you'll have to miss work again. Even worse, when I said I could have arranged for one if I knew one was needed, Tonya told me, "well why didn't you do that today while our technician was there". How about because it's the middle of the day and my neighbors work-and since when did it become my responsibility to provide you with the tools you need to do your job? Wow-I couldn't believe the audacity and the attitude. Best yet, when I asked to speak to the owners/managers I was told they couldn't be disturbed and didn't have voicemail. I left a msg with their office manager but surprise surprise, no one bothered to call me back. Beware when doing business with this company or better yet, avoid them altogether and call someone else.

We had an appointment with this company because our air conditioner was blowing hot air. Arizona Trademasters is contracted with [redacted]. The serviceman came out and found that our freon was low and that we need a coil for our air conditioner. He replaced the freon and charged us a service fee and our part for the freon. He said that he would have [redacted] called and notify us of our cost. We did not hear from the company, so we called two days later because the air was hot once more. A serviceman arrived approximately 5:00 pm on a Friday and wanted to know what the problem was. He went around to the air conditioning unit, said that his company could not replace the coil at this time, but would try a stopleak, which he did not have with him. He went back outside and we later found a receipt on the front door when we went to find him. We immediately called the company which was closed, and later called the emergency service which returned our call. We were informed the following day that someone would be out on the Monday. When Monday arrived we were called and told that a serviceman was on his way, but he never arrived and we never received a phone call that he was not coming. When we called [redacted], we were told that the company had actually turned our service call over to another company on that Friday and again on Monday. Even though the service charge was paid to this company, the work was never completed. The company was fine with replacing the freon, but did not want to replace the coil. Their customer service needs much improvement, and the communication is extremely poor. We have never had such a bad experience and our air conditioner is still not working.

Very bad cust service they lie on the time they will show up late 3 hours. Make me wait from 10@12 appt and they show up at 2:30pm. they never call back.when they said they will. Do not call them.very rude....