ARS Richmond

I am responding to Revdex.com case # [redacted] [redacted] We have reached an amicable resolution and will replace her [redacted] *** [redacted] has been in contact with customer and she is satisfied Thank You for all your help

On 4/6/17, we went to Mr [redacted] home to diagnose the leak at the water heater The diagnosis showed the leak was on his piping and had nothing to do with the installation of the water heater we installed on 03/16/ Although the customer should be responsible for the diagnostic fee, I am mailing a refund check to him today for the [redacted] diagnostic fee he paid with his check #***.Please let me know if you need any additional information

Revdex.com: I have reviewed the offer and/or 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 owner, Mr [redacted] , has misrepresented what the company actually did AND did not do The company mis-diagnosed the problem in my home from the out-setNO duct work or air handler was actually NEEDEDAfter explaining to the Weather Crafter technicians that the problem was dirt/grit/particles coming through my air vents; Weather Crafters' technicians did not do what ANY reputable company would do and that was look at the air handler which was FULL of dirt/particles/ grit BEFORE they diagnosed the problem as being the duct work needed replacing When the grit continued after the company said they replaced the duct work AND after they said they cleaned the new duct work; I was still given incorrect/misleading information by the company AGAIN that the air handler needed replacing, even though an earlier Weather Crafter technician said that the air handler would last another couple of years I absolutely do not agree with the information Mr [redacted] has submitted because it is not factual I have a detailed time line and pictures that will show the true facts, please send me Revdex.com's email address I can send this information to and I will send it ASAP!Mr [redacted] stated that I came to them asking for duct work to be replaced That is absolutely false When I went to [redacted] and when the company came to my home I said that the problem was grit/dirt/particles coming from the air vents The Weather Crafter technician looked at the grit/particles/dirt and said the problem was coming from the duct work and that I needed new duct workMr [redacted] 's statement that I asked for new duct work and that is why his company was contacted via [redacted] is FALSE! Please add this statement to the one that I sent in earlier I'll work on sending the time line and pictures to this email address later today [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] Regards, [redacted] ***

RE: [redacted] Customer [redacted] Address Stanmore Road Richmond, Va Mrs [redacted] contacted us on through the [redacted] on January 12, to give her an estimate on replacing her duct system She had an issue with “grit” and dust in her house and had previously had another company perform a duct cleaning We evaluated her situation and inspected her duct system (See Attached Photos) and gave her a proposal to replace some ductwork in the attic above the house and above the garage The remaining ductwork was to be cleaned using our duct cleaning equipment (See Attached Agreement) We performed the work in a professional manor with the hope that we could resolve her issue We performed the work on 01/19/and she signed off on our quality audit (See Attached Photos) Our Comfort Advisor made at least subsequent visits to her home to help try to resolve their issue After cleaning the blower wheel in her existing air handler and rechecking the duct system, the customer suggested replacing the air handler because of some online research her husband had done regarding sources of dust and particulates We followed up with a quote to replace the air handler for the customer and suggested the Trane Hyperion Series which has an epoxy coated coil and washable indoor surfaces The unit is also positive pressure as opposed to negative pressure We felt this would afford us the best opportunity to resolve her issues, there again without knowing exactly what the particulates were Upon her approval and the subsequent installation of the new air handler, we experienced some issues with the supply air sensor for her zoning system, causing the unit to enter a purge mode We finally resolved by disconnecting zoning and installing a switching relay which allows her to control operation from upstairs or downstairs thermostat by flipping a switch in her garage We hoped at this point we had solved her issues Mrs [redacted] informed our representative on May 10, that she had contacted a company called Air Quality to come to her house to help resolve the issues with “Grit” coming from her outlets They suggested sealing some of the old supply ducting that had not been replaced and we accommodated Mrs [redacted] at no chargeMrs [redacted] again contacted us on June 6, complaining that she was unable to run the air conditioning because of the “Grit” coming from her vents Tony scheduled to revisit on June 8, to evaluate the issue with both Mrand Mrs [redacted] Tony was unable to find the source of the “Grit” and suggested that they schedule a follow up appointment for Myself and Tony to revisit and see if I could possibly help solve the mystery of the “Grit” He tried to schedule the visit for the 16th of June, by text and received a response that if it could not be done sooner, she would need to contact another company Given the time of year and demand on the schedule of not one, but two members of a company we were unable to oblige, so it was assumed that she was indeed contacting another company which she had done previously On the 16th, she contacted us and was angry that we had not come out as scheduled We apologized for the misunderstanding regarding the text message received and schedules for me to go by and look at issue I failed to show up on the scheduled day and time, and take full responsibility for missing the appointment She contacted Jonnathan Jones, District Services Manager for [redacted] and we scheduled a site visit with her on July 6th to find a resolution to the “Grit” IssueWe met on the 6th of June, and gathered history on the system and home and reviewed the above timeline provided by Tony Zupo I performed an inspection of the duct system in the attics and the crawl space I tried to determine what the “Grit” was and it’s possible origin so as to offer a solution I was unable to find a definite source of the grit, but pointed out some items that I found such as material in holes of wall in garage, some type of white sealant used in attic to repair damage from either fire or water I also noted that the bathroom exhaust fans were tied into the plumbing vent system for the home I suggested that she provide us the results of the Blower Door testing done by Air Quality and also to collect the “Grit” for testing to determine its makeup and then hopefully from there its origin I also offered to again, clean her duct system at no cost to her because I felt we should have cleaned the blower wheel of her old unit prior to cleaning the duct system This was with the understanding that it may or may not solve her problem We explained that the work we have done in an attempt to alleviate her problem has been approved by her at every step and we have made no guarantees that we would solve the “Grit” problem I told her that if she found the origin of the particulate by having it analyzed by someone with that ability to do so, then we would work with her to solve the problem We are unable to continue to work for free because we have met the terms of the agreements provided to her We asked that she sign a release before performing the duct cleaning and she refused Therefore, we are unable to proceed with cleaning of her duct system at this timeI am very sorry that she has continued to have these issues We have provided her pricing and agreements on things she requested and have met the terms in those agreements We did not create the issue and fell that we should not be forever responsible for it We will continue to warranty our workmanship on the duct work installed by Weather Crafters and will honor all warranties on the equipment we installed I hope that we can come to an amicable resolution that addresses all parties concernsThank You Mark B [redacted] General Manager

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected]
Regards,
*** ***

American Residential Services, LLC dba *** *** ("ARS") has received your email dated November 27, regarding the above-referenced complaintThank you for bringing this matter to our attention and allowing us the opportunity to respondWe are currently in communication with the
customer to gain a better understanding of the Complaint and hope to achieve an amicable resolution very soonARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please contact me directly at *** ***

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or 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 owner, Mr. [redacted],  has misrepresented what the company actually did AND did not do.  The company mis-diagnosed the problem in my home from the out-set. NO duct work or air handler was actually NEEDED. After explaining to the Weather Crafter technicians  that the problem was dirt/grit/particles coming through my air vents;  Weather Crafters' technicians  did not do what ANY reputable company would do and that was look at the air handler which was FULL of dirt/particles/ grit BEFORE they diagnosed the problem as being the duct work  needed replacing.    When the grit continued after the company said they replaced the duct work AND after they said they cleaned the new duct work;  I was still given incorrect/misleading  information by the company AGAIN that the air handler needed replacing, even though  an earlier Weather Crafter technician  said that the air handler would last another couple of years.   I absolutely do not agree with the information Mr. [redacted] has submitted because it is not factual.  I have a detailed time line and pictures that will show the true facts, please send me Revdex.com's  email address I can send this information to and I will send it ASAP!Mr. [redacted] stated that I came to them asking for  duct work to be replaced.  That is absolutely false.  When  I went to [redacted] and when the company came to my home I said that the problem was grit/dirt/particles coming from the air vents.  The Weather Crafter technician looked at the grit/particles/dirt and said the problem was coming from the duct work and  that I needed new duct work. Mr. [redacted]'s statement that I asked for new duct work and that is why his company was contacted via [redacted] is FALSE!   Please add this statement to the one that I sent in earlier.  I'll work on sending the time line and pictures to this email address later today. [redacted]

I am responding to Revdex.com case # [redacted]   We have reached an amicable resolution and will  replace her [redacted] has been in contact with customer and she is satisfied.   Thank You for all your help.

RE:          [redacted]Customer            [redacted]Address                33 Stanmore...

Road                                Richmond, Va. 23236  Mrs. [redacted] contacted us on through the [redacted] on January 12, 2016 to give her an estimate on replacing her duct system.  She had an issue with “grit” and dust in her house and had previously had another company perform a duct cleaning.  We evaluated her situation and inspected her duct system (See Attached Photos) and gave her a proposal to replace some ductwork in the attic above the house and above the garage.  The remaining ductwork was to be cleaned using our duct cleaning equipment (See Attached Agreement).  We performed the work in a professional manor with the hope that we could resolve her issue.  We performed the work on 01/19/2016 and she signed off on our quality audit (See Attached Photos).  Our Comfort Advisor made at least 5 subsequent visits to her home to help try to resolve their issue.  After cleaning the blower wheel in her existing air handler and rechecking the duct system, the customer suggested replacing the air handler because of some online research her husband had done regarding sources of dust and particulates.  We followed up with a quote to replace the air handler for the customer and suggested the Trane Hyperion Series which has an epoxy coated coil and washable indoor surfaces.  The unit is also positive pressure as opposed to negative pressure.  We felt this would afford us the best opportunity to resolve her issues, there again without knowing exactly what the particulates were.  Upon her approval and the subsequent installation of the new air handler, we experienced some issues with the supply air sensor for her zoning system, causing the unit to enter a purge mode.  We finally resolved by disconnecting zoning and installing a switching relay which allows her to control operation from upstairs or downstairs thermostat by flipping a switch in her garage.   We hoped at this point we had solved her issues.  Mrs. [redacted] informed our representative on May 10, 2016 that she had contacted a company called Air Quality to come to her house to help resolve the issues with “Grit” coming from her outlets.  They suggested sealing some of the old supply ducting that had not been replaced and we accommodated Mrs. [redacted] at no charge. Mrs. [redacted] again contacted us on June 6, 2016 complaining that she was unable to run the air conditioning because of the “Grit” coming from her vents.  Tony scheduled to revisit on June 8, 2016 to evaluate the issue with both Mr. and Mrs. [redacted].  Tony was unable to find the source of the “Grit” and suggested that they schedule a follow up appointment for Myself and Tony to revisit and see if I could possibly help solve the mystery of the “Grit”.  He tried to schedule the visit for the 16th of June, 2016 by text and received a response that if it could not be done sooner, she would need to contact another company.  Given the time of year and demand on the schedule of not one, but two members of a company we were unable to oblige, so it was assumed that she was indeed contacting another company which she had done previously.  On the 16th, she contacted us and was angry that we had not come out as scheduled.  We apologized for the misunderstanding regarding the text message received and schedules for me to go by and look at issue.  I failed to show up on the scheduled day and time, and take full responsibility for missing the appointment.  She contacted Jonnathan Jones, District Services Manager for [redacted] and we scheduled a site visit with her on July 6th to find a resolution to the “Grit” Issue. We met on the 6th of June, 2016 and gathered history on the system and home and reviewed the above timeline provided by Tony Zupo.  I performed an inspection of the duct system in the 2 attics and the crawl space.  I tried to determine what the “Grit” was and it’s possible origin so as to offer a solution.  I was unable to find a definite source of the grit, but pointed out some items that I found such as material in holes of wall in garage, some type of white sealant used in attic to repair damage from either fire or water.  I also noted that the bathroom exhaust fans were tied into the plumbing vent system for the home.  I suggested that she provide us the results of the Blower Door testing done by Air Quality and also to collect the “Grit” for testing to determine its makeup and then hopefully from there its origin.  I also offered to again, clean her duct system at no cost to her because I felt we should have cleaned the blower wheel of her old unit prior to cleaning the duct system.  This was with the understanding that it may or may not solve her problem.  We explained that the work we have done in an attempt to alleviate her problem has been approved by her at every step and we have made no guarantees that we would solve the “Grit” problem.  I told her that if she found the origin of the particulate by having it analyzed by someone with that ability to do so, then we would work with her to solve the problem.  We are unable to continue to work for free because we have met the terms of the agreements provided to her.  We asked that she sign a release before performing the duct cleaning and she refused.  Therefore, we are unable to proceed with cleaning of her duct system at this time. I am very sorry that she has continued to have these issues.  We have provided her pricing and agreements on things she requested and have met the terms in those agreements.  We did not create the issue and fell that we should not be forever responsible for it.  We will continue to warranty our workmanship on the duct work installed by Weather Crafters and will honor all warranties on the equipment we installed.  I hope that we can come to an amicable resolution that addresses all parties concerns. Thank You.  Mark B[redacted]General Manager

On 4/6/17, we went to Mr. [redacted] home to diagnose the leak at the water heater.  The diagnosis showed the leak was on his piping and had nothing to do with the installation of the water heater we installed on 03/16/16.  Although the customer should be responsible for the diagnostic fee, I...

am mailing a refund check to him today for the [redacted] diagnostic fee he paid with his check #[redacted].Please let me know if you need any additional information.