Big Vac Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

We understand Ms***' complaint. While this can certainly be frustrating for the customer we wish to offer factual information of what specifically was done at her home along with a resolution.Our technician was on site longer than ten minutes and we have GPS reports that confirm this.
Because the system was found with a clogged filter and a clogged condenser coil, our Technician performed Air Conditioning Maintenance which included cleaning the outdoor condensing unit and spraying it off with water from the clients hose among several other steps. After the filter was changed and the maintenance was performed, the system was tested. A change in temperature was recorded of degrees Fahrenheit which is good performance. (degrees supply and degrees at the return). Given the performance issue seemed to be addressed at this point, and the system was functioning, it would not be logical or ethical to pursue other problems with her system. Given that her system is currently malfunctioning, the logical step would be for us to take a look at the system and see what other problem may exist. We offered to do this at no charge, but this customer has chosen to have another business address her concerns. We stand behind the $diagnostic charge after hours and on a Saturday evening and the performance of maintenance at a charge of $to initially address the problems with this AC system. Additionally, we can verify the fact that our technician was on site longer than "minutes" with factual based GPS reporting.Strictly in interest of ending ongoing frustration, we are refunding her money and marking her address as "do not service" for future dealings. We trust this should address this matter, and wish her well with her future HVAC concerns.She paid by credit card. We will refund this service call with check #*** which will leave our office by mail today

We understand Ms***' complaint. While this can certainly be frustrating for the customer we wish to offer factual information of what specifically was done at her home along with a resolution.Our technician was on site longer than ten minutes and we have GPS reports that confirm this.
Because the system was found with a clogged filter and a clogged condenser coil, our Technician performed Air Conditioning Maintenance which included cleaning the outdoor condensing unit and spraying it off with water from the clients hose among several other steps. After the filter was changed and the maintenance was performed, the system was tested. A change in temperature was recorded of degrees Fahrenheit which is good performance. (degrees supply and degrees at the return). Given the performance issue seemed to be addressed at this point, and the system was functioning, it would not be logical or ethical to pursue other problems with her system. Given that her system is currently malfunctioning, the logical step would be for us to take a look at the system and see what other problem may exist. We offered to do this at no charge, but this customer has chosen to have another business address her concerns. We stand behind the $diagnostic charge after hours and on a Saturday evening and the performance of maintenance at a charge of $to initially address the problems with this AC system. Additionally, we can verify the fact that our technician was on site longer than "minutes" with factual based GPS reporting.Strictly in interest of ending ongoing frustration, we are refunding her money and marking her address as "do not service" for future dealings. We trust this should address this matter, and wish her well with her future HVAC concerns.She paid by credit card. We will refund this service call with check #*** which will leave our office by mail today

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Ms***After reading the customer Statement of the problem we want to address his concerns and offer a resolution in the spirit of good faith. We will After being made aware of the problem and learning about the parameters for the repair, Mr*** called in to advise us that he was
going to be “off” on 4/3/and would like to handle this repair on the same day. He had this conversation with our Operations Manager. We can understand his frustration, but this is what he told us when scheduling the repair. We understand that he would prefer not take time off to handle this repair given that it could not be completed on 4/3/2018.Our local weather has been extremely unpredictable, but all indications were that the rain should have stopped by the middle of the day on 4/3/2018. Unfortunately, it did not.It is important to note, a compressor change out on a system like the customer’s with R410A refrigerant in the rain is not advised, because the refrigerant gas and system will be contaminated with the moisture causing failure to the system down the road.We do not control the weather, nor can we predict it, but we can empathize with the frustrating situation for the customer. We kept a technician on stain hopes of making this specific repair for the customer. The weather did not cooperate.The system that was sold to the customer did not have a “known” compressor issue that dated back to that we were aware of. The manufacturer made the dealers aware of these compressor issues in approximately May of 2012. Some Heat Pump models were affected and had issues that dated back to 2004, but we were first made aware of potential problems in 2012. We, in no way, sold this or ANY customer a system with a known manufacturing or faulty compressor issue. That statement was misrepresented by this customer in his description to the Revdex.com and is inflammatoryIt is important to note that Mr*** failed to have seasonal maintenance performed on his system even one time in the past years since the installation and could have therefore technically voided his warranty. We are honoring his parts warranty without question. The manufacturing bulletin on this repair would also have covered this compressor for years.Our position on doing this work on a Saturday is absolutely true. We would incur overtime pay rates to our technician. We do not do these types of repairs on Saturdays in the same way a person would not expect an auto mechanic to repair their vehicle on weekends whether covered under warranty or not. Weekend services are reserved for emergency situations only. We have never mislead this customer regarding installation of his equipment, nor have we failed to provide good customer service in terms of arranging this repair. Let us repeat that we are not weather people and cannot predict nor control the weather. We absolutely understand and empathize with his frustration. Nobody anticipates nor wants to spend the money for repairs of this nature.In the spirit of good faith, we are willing to offer the following for this customer. We will make this repair on one of the upcoming Saturdays, providing that we have acceptable weather to allow for the repair. Again, this repair cannot take place in the rain. The cost of the repair will remain firm at $956.25.The first Saturdays that are available for the repair are 4/14/and 4/28/2018. Mr*** must remain aware that regardless of which Saturday he chooses, he must understand that if it is raining, the repair must again be postponed. We will commit to work with him in the event that it happens to rain on the scheduled day he chooses, but he will need to work with us on rescheduling. Not each and every Saturday will be available to him because of personnel and scheduling reasons.Mr*** will need to call and schedule this with our Operations Managerl us why here

From: *** ***Date: Mon, Oct 24, at 3:PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #***.To: Revdex.com

Dear Ms***After reading the customer Statement of the problem we want to address his concerns and offer a resolution in the spirit of good faith. We will After being made aware of the problem and learning about the parameters for the repair, Mr*** called in to advise us that he was
going to be “off” on 4/3/and would like to handle this repair on the same day. He had this conversation with our Operations Manager. We can understand his frustration, but this is what he told us when scheduling the repair. We understand that he would prefer not take time off to handle this repair given that it could not be completed on 4/3/2018.Our local weather has been extremely unpredictable, but all indications were that the rain should have stopped by the middle of the day on 4/3/2018. Unfortunately, it did not.It is important to note, a compressor change out on a system like the customer’s with R410A refrigerant in the rain is not advised, because the refrigerant gas and system will be contaminated with the moisture causing failure to the system down the road.We do not control the weather, nor can we predict it, but we can empathize with the frustrating situation for the customer. We kept a technician on stain hopes of making this specific repair for the customer. The weather did not cooperate.The system that was sold to the customer did not have a “known” compressor issue that dated back to that we were aware of. The manufacturer made the dealers aware of these compressor issues in approximately May of 2012. Some Heat Pump models were affected and had issues that dated back to 2004, but we were first made aware of potential problems in 2012. We, in no way, sold this or ANY customer a system with a known manufacturing or faulty compressor issue. That statement was misrepresented by this customer in his description to the Revdex.com and is inflammatoryIt is important to note that Mr*** failed to have seasonal maintenance performed on his system even one time in the past years since the installation and could have therefore technically voided his warranty. We are honoring his parts warranty without question. The manufacturing bulletin on this repair would also have covered this compressor for years.Our position on doing this work on a Saturday is absolutely true. We would incur overtime pay rates to our technician. We do not do these types of repairs on Saturdays in the same way a person would not expect an auto mechanic to repair their vehicle on weekends whether covered under warranty or not. Weekend services are reserved for emergency situations only. We have never mislead this customer regarding installation of his equipment, nor have we failed to provide good customer service in terms of arranging this repair. Let us repeat that we are not weather people and cannot predict nor control the weather. We absolutely understand and empathize with his frustration. Nobody anticipates nor wants to spend the money for repairs of this nature.In the spirit of good faith, we are willing to offer the following for this customer. We will make this repair on one of the upcoming Saturdays, providing that we have acceptable weather to allow for the repair. Again, this repair cannot take place in the rain. The cost of the repair will remain firm at $956.25.The first Saturdays that are available for the repair are 4/14/and 4/28/2018. Mr*** must remain aware that regardless of which Saturday he chooses, he must understand that if it is raining, the repair must again be postponed. We will commit to work with him in the event that it happens to rain on the scheduled day he chooses, but he will need to work with us on rescheduling. Not each and every Saturday will be available to him because of personnel and scheduling reasons.Mr*** will need to call and schedule this with our Operations Managerl us why here

We have resolved this issue with the customer by explaining field service rates and providing the documentation that he had requested. Additionally, we provided a credit and apologized for the gap in communication

We have resolved this issue with the customer by explaining field service rates and providing the documentation that he had requested.? Additionally, we provided a credit and apologized for the gap in communication

We understand Ms***s frustration, and empathize with her situation.We would like to address this client concern by first stating some factual and background information that is pertinent to this matter
• We did not install the Evaporator Coil that is in question
• We also did not
manufacture or purchase the Evaporator Coil in question
• The unit was not installed “faulty.”
• Failure of the leaking coil is a manufacturing issue, and there are specific procedures that must be followed for the part to be warranted by the manufacturer
• We are contracted by *** homes to install the Outside Air Conditioning Condensing Unit and tie it to the HVAC system The rest of the equipment and the system itself is designed and installed by others We perform an initial startup of the furnace and air conditioning and we are responsible for the first year labor warranty of this system After the first year labor warranty is over for these *** homeowners, we do have clients who are outside of our immediate service area move do different service providers
• Another contractor did intervened in the first year of this home which has technically voided that first year labor warranty For that reason *** Homes has paid for the service bills in and
• While this situation has been frustrating for the homeowner, we understand that the initial leak of the Evaporator Coil occurred within the first year
• Labor warranty does not include diagnostic charges, nor does the parts warranty include incidental materials required to change out a part such as refrigerant
We are willing to do the following for this home owner to address her concerns
• We will replace the coil and not charge labor to do so
• However, the customer is responsible for the diagnostic charge which includes the leak search of $ She will also be responsible for the cost of the refrigerant used in this replacement The refrigerant is Puron/R410A and we charge $45/pound Her system will take between and pounds of new refrigerant for this coil replacement
• There will be no die added to the newly installed evaporator coil That measure is ONLY taken when a leak is suspected Placing die into a new part is an unsound practice
• We will offer a day labor warranty on this installation After this period, the homeowner will be free to find another contractor who works in closer proximity to her residence Any other contractor will be able to uphold the existing parts warranty on the other components of her HVAC system
We hope that this resolution is acceptable to Ms***? She should contact us at her earliest convenience to schedule this Evaporator Coil replacement.? The original opening int he schedule is likely now booked.? ? ?

From:? *** ***Date: Mon, Aug 8, at 10:AMSubject: complaint # *** *** ***
*** *** ***Cc: "*** *** ***
Sorry I had difficulty adding this info to the response of the above complaint.? ? ? Co # ***? I am dealing with *** *** if that helps get this to the correct person.? ? **? ? I appreciate the communication from Wade? heating and cooling but for the following reasons I am rejecting the offer and providing info and outline an ? acceptable offer.? ? My bonder builder warranty ( pg # “ cooling system”) states “? one year of coolant system free of leaks…..the coolant system shall be capable of maintaining summer design conditions as specifies in ASHRAE”? Wade contracted with Maronda to warranty the coolant system for the first yearEven though Wade did not install all of the system , they legally accepted the responsibility to warranty the system for? the first year.? As per? Wades? response to the Revdex.com , ? ( 8/2/16)? bulletin point, ( I’ll call # 7), ? Wade ? states ? : “? we understand the leak of the evaporator coil occurred ? ? ? ? ? ? within? the first year”? I moved in December 2013… the first system failure occurred July, 2014.? Within the first year.? The Wade technician added 3lbs of refrigerant, told me that a dye stick was added and they would return to diagnose the problemWhen I asked when someone would ? return …“later , it takes month for this to run through the system”.? No one returned or called to follow up.? ? The system failed again ? the next year 2015.? ? ? ? ? ? ? Wade performed another service call .? an extrememly ? “professional “ technician informed me no dye stick was added because some tag needed to place on the unit and some other way of proving it via viewing it by ? black light or some special light to see a leak.? He added a dye stick , coolant and wrote it up as a continuing problem , occurring, in the first year and full warranty would be continued.? He was wonderful and I believe his title superseded a technician.? May again, the system provided no cooling and again did not fulfill the warranty outlined in my #(above).? Wade performed a service call MAY, 2016, identified a leak on indoor coil,? stating “ must return to replace coil”? and added lbs of refrigerant.? ? ? ? ? ? ? ? The technician showed me with the special light where the leak was and to me it was a large area that illuminated, I would have to believe it was a ? ? ? ? ? ? ? ? ? ? relatively fast leak.? My layperson opinion only.? ? ? ? ? ? ? ? He said a new coil would be ordered and warranted.? He also stated Wade does not service this area due to the far distance.? I received no farther communication from Wade until I contacted them in july and august , as outlined in my complaint.? Wade stated in your Revdex.com response ( I’ll call bullet point #),? “ Maronda has been paying you for these services in 2014? and “? ? ? ? ? ? was under the one year warranty.? I wonder if you meant and the most recent May 2016, as I have? never been billed or paid for anything to date.? ? I will accept the following:? Your offer #1.? Wade cooling/ heating will replace the leaking evaporator coil , ( with a new evaporator coil ) ? and no charge to customer? Wade will provide a service call to ? replace the coil,, add appropriate refrigerant ( 4-lbs? as stated ) per system requirements ? and perform any other services ? to ensure a/c system is free of leaks and up to accredited codes? with no charge to the customer.? Wade will provide a one year warranty , as per original agreement, ? to start the date of ? completion of above work and ending one year from that date.? Customer will accept no dye stick be placed.? Customer will take responsibility of system after the system has been defect free for one year.? I appreciate the day warranty you offered , however , it is evident days is not adequate time for a leak to occur and the system become symptomatic and become ‘non cooling.? This is proven by the fact that May ? 7th? the leak was visually identified,, coolant added and the system is still producing cool air as of Aug2016, even in this extremely hot , humid summer of 2016.---- ? it’s been months ,with an identified leak and it’s still cooling… so one year seems to be a more accurate and realistic time frame to assess the system.? It appears the documentation and communication of this ongoing problem has been between Maronda and Wade.With the positive ongoing business relationship between Maronda and Wade I feel confident the above can be agreed and the new coil unit be performed asap.? I request Wade contact me accept the above and contact me to set up an appt asap.? Who knows how long till all the coolant leaks and I have no a/c.? I have been hospitalized and had recent surgery so I’d like to have this taken care of.? ? ? My ? MD requests I am in a low stress atmosphere.? ? ? Thank you in advance*** ***? ? ? ? ***? ? ? ? ? ? (? old e-mail associated with this complaint? *** ? ? but I don’t get all messages from the ***

Again, we empathize with Ms***’s position and understand her frustration We need to state that Ms*** had a different person work on this system and introduce refrigerant to the system which technically voided this one year warranty.? Because of this issue, the calls in and were billable to *** Homes.? Ms*** has not been charged for any repair to date.? Simply in interest of customer satisfaction, we will waive the $diagnostic charge as mentioned in the previous offer to satisfy this complaint.? There will be no labor charge for changing this coilAdditionally, in interest of customer satisfaction, we will absorb the cost of the refrigerant to repair this system.? The Labor warranty does not include incidental materials such as refrigerant.? ? This means that this repair will be done at no charge to herThe dye issue has been resolved in that it is neither feasible nor reasonable to introduce dye to a new component and we appreciate that our position is understood by the customer We understand the desire to have a new one year warranty, but we will only offer the day labor warranty on this evaporator coil installation as committed in the previous offer.? A new repair at any point in a warranty period does not constitute a floating calendar which extends a warranty out past the original warranty date.? Our position on this matter is firmWhile Ms*** has indicated that we should contact her directly, our offer for resolution is not in agreement with her demands, and so we will advise this response be delivered through the Revdex.com system.? If Ms*** wishes to have us go forward with the repair as discussed here, she should contact by August 31, 2016.? While her system is working, she may not feel the need to have this repair done immediately.? She must call to schedule no later than August 31, and this repair must be completed by September 30, 2016.? We will not extend this offer past these datesThis will be our final offer on this matterWe wish her well with her medical condition

From: [redacted]Date: Mon, Oct 24, 2016 at 3:55 PMSubject: Re: You have a new message from the Revdex.com serving Western Pennsylvania regarding complaint #[redacted].To: Revdex.com

Again, we empathize with Ms. [redacted]’s position and understand her frustration. We need to state that Ms. [redacted] had a different person work on this system and introduce refrigerant to the system which technically voided this one year warranty.  Because of this issue, the calls in 2014 and 2015 were billable to [redacted] Homes.  Ms. [redacted] has not been charged for any repair to date.  Simply in interest of customer satisfaction, we will waive the $94.95 diagnostic charge as mentioned in the previous offer to satisfy this complaint.  There will be no labor charge for changing this coil. Additionally, in interest of customer satisfaction, we will absorb the cost of the refrigerant to repair this system.  The Labor warranty does not include incidental materials such as refrigerant.   This means that this repair will be done at no charge to her. The dye issue has been resolved in that it is neither feasible nor reasonable to introduce dye to a new component and we appreciate that our position is understood by the customer We understand the desire to have a new one year warranty, but we will only offer the 30 day labor warranty on this evaporator coil installation as committed in the previous offer.  A new repair at any point in a warranty period does not constitute a floating calendar which extends a warranty out past the original warranty date.  Our position on this matter is firm. While Ms. [redacted] has indicated that we should contact her directly, our offer for resolution is not in agreement with her demands, and so we will advise this response be delivered through the Revdex.com system.  If Ms. [redacted] wishes to have us go forward with the repair as discussed here, she should contact by August 31, 2016.  While her system is working, she may not feel the need to have this repair done immediately.  She must call to schedule no later than August 31, 2016 and this repair must be completed by September 30, 2016.  We will not extend this offer past these dates. This will be our final offer on this matter. We wish her well with her medical condition.

From: [redacted]Date: Mon, Aug 8, 2016 at 10:40 AMSubject: complaint # [redacted]Cc: "[redacted]
Sorry I had difficulty adding this info to the response of the above complaint.    Co # [redacted] I am dealing with [redacted] if that helps get this to the correct person.   **  I appreciate the communication from Wade  heating and cooling but for the following reasons I am rejecting the offer and providing info and outline an  acceptable offer.  My bonder builder warranty ( pg 10 # 11 “ cooling system”) states “ one year of coolant system free of leaks…..the coolant system shall be capable of maintaining summer design conditions as specifies in ASHRAE” Wade contracted with Maronda to warranty the coolant system for the first year. Even though Wade did not install all of the system , they legally accepted the responsibility to warranty the system for the first year. As per Wades response to the Revdex.com ,  ( 8/2/16)  bulletin point, ( I’ll call # 7),  Wade  states  : “ we understand the leak of the evaporator coil occurred       within the first year” I moved in December 2013… the first system failure occurred July, 2014.  Within the first year.  The Wade technician added 3lbs of refrigerant, told me that a dye stick was added and they would return to diagnose the problem. When I asked when someone would  return …. “later , it takes month for this to run through the system”. No one returned or called to follow up.   The system failed again  the next year 2015.        Wade performed another service call .  an extrememly  “professional “ technician informed me no dye stick was added because some tag needed to place on the unit and some other way of proving it via viewing it by  black light or some special light to see a leak.  He added a dye stick , coolant and wrote it up as a continuing problem , occurring, in the first year and full warranty would be continued.  He was wonderful and I believe his title superseded a technician. May 2016 again, the system provided no cooling and again did not fulfill the warranty outlined in my #1. (above). Wade performed a service call MAY, 2016, identified a leak on indoor coil,  stating “ must return to replace coil”  and added 3 lbs of refrigerant.         The technician showed me with the special light where the leak was and to me it was a large area that illuminated, I would have to believe it was a           relatively fast leak.  My layperson opinion only.         He said a new coil would be ordered and warranted.  He also stated Wade does not service this area due to the far distance. I received no farther communication from Wade until I contacted them in july and august , as outlined in my complaint. Wade stated in your Revdex.com response ( I’ll call bullet point #6 ),  “ Maronda has been paying you for these services in 2014  and 2015. “       2014 was under the one year warranty.  I wonder if you meant 2015 and the most recent May 2016, as I have never been billed or paid for anything to date.  I will accept the following: Your offer #1.  Wade cooling/ heating will replace the leaking evaporator coil , ( with a new evaporator coil )  and no charge to customer Wade will provide a service call to  replace the coil,, add appropriate refrigerant ( 4-6 lbs  as stated ) per system requirements  and perform any other services  to ensure a/c system is free of leaks and up to accredited codes.  with no charge to the customer. Wade will provide a one year warranty , as per original agreement,  to start the date of  completion of above work and ending one year from that date. Customer will accept no dye stick be placed. Customer will take responsibility of system after the system has been defect free for one year. I appreciate the 30 day warranty you offered , however , it is evident 30 days is not adequate time for a leak to occur and the system become symptomatic and become ‘non cooling.  This is proven by the fact that May  7th 2016 the leak was visually identified,, coolant added and the system is still producing cool air as of Aug. 8 2016, even in this extremely hot , humid summer of 2016.----  it’s been 3 months ,with an identified leak and it’s still cooling… so one year seems to be a more accurate and realistic time frame to assess the system. It appears the documentation and communication of this ongoing problem has been between Maronda and Wade.With the positive ongoing business relationship between Maronda and Wade I feel confident the above can be agreed and the new coil unit be performed asap. I request Wade contact me accept the above and contact me to set up an appt asap.  Who knows how long till all the coolant leaks and I have no a/c.  I have been hospitalized and had recent surgery so I’d like to have this taken care of.    My  MD requests I am in a low stress atmosphere.    Thank you in advance[redacted]    [redacted]       (  old e-mail associated with this complaint [redacted]   but I don’t get all messages from the [redacted]

We understand Ms. [redacted]s frustration, and empathize with her situation.We would like to address this client concern by first stating some factual and background information that is pertinent to this matter.
• We did not install the Evaporator Coil that is in question.
• We also did not...

manufacture or purchase the Evaporator Coil in question.
• The unit was not installed “faulty.”
• Failure of the leaking coil is a manufacturing issue, and there are specific procedures that must be followed for the part to be warranted by the manufacturer.
• We are contracted by [redacted] homes to install the Outside Air Conditioning Condensing Unit and tie it to the HVAC system. The rest of the equipment and the system itself is designed and installed by others. We perform an initial startup of the furnace and air conditioning and we are responsible for the first year labor warranty of this system. After the first year labor warranty is over for these [redacted] homeowners, we do have clients who are outside of our immediate service area move do different service providers.
• Another contractor did intervened in the first year of this home which has technically voided that first year labor warranty. For that reason [redacted] Homes has paid for the service bills in 2014 and 2015.
• While this situation has been frustrating for the homeowner, we understand that the initial leak of the Evaporator Coil occurred within the first year.
• Labor warranty does not include diagnostic charges, nor does the parts warranty include incidental materials required to change out a part such as refrigerant.
We are willing to do the following for this home owner to address her concerns.
• We will replace the coil and not charge labor to do so.
• However, the customer is responsible for the diagnostic charge which includes the leak search of $94.95. She will also be responsible for the cost of the refrigerant used in this replacement. The refrigerant is Puron/R410A and we charge $45/pound. Her system will take between 4 and 6 pounds of new refrigerant for this coil replacement.
• There will be no die added to the newly installed evaporator coil. That measure is ONLY taken when a leak is suspected. Placing die into a new part is an unsound practice.
• We will offer a 30 day labor warranty on this installation. After this period, the homeowner will be free to find another contractor who works in closer proximity to her residence. Any other contractor will be able to uphold the existing parts warranty on the other components of her HVAC system.
We hope that this resolution is acceptable to Ms. [redacted]  She should contact us at her earliest convenience to schedule this Evaporator Coil replacement.  The original opening int he schedule is likely now booked.