On 9/26/Norris Air Service Department received a service call from Mr*** for no cool on his Amana Heat Pump. Norris diagnosis was unit flat on R410A freon. Completed leak search found line coming off low pressure line leaking at the connection to the system. Repair would
include refrigerant, filter drier, recovery, torch and weld, labor and leak search to insure that the repair is complete. System was installed May 8, by Norris Air. Mr*** was provided complete documentation including a copy of his signed contract. Unit had a year warranty on labor and Freon which had expired months prior. Mr.Johnson was quoted a repair estimate by Norris Air for $1320. The home owner was given a discount of $due to the unit being months out of warranty, so the cost for repair would be $920. Mr*** was aware that this was only an estimate for repair, and he would contact us once he thought about it. We were not contacted again. We received this complaint on 9/28/16. GM from Norris Air contacted Mr*** on Friday, 9/by phone to resolve this issue. Mr*** was informed that his unit was out of warranty and we were offering a $discount to our valued customer. He asked for the warranty paperwork and his original contract to be mailed to him again. The original contract had offered him an extended labor warranty through the manufacturer, which Mr*** declined at the time of install. Once Mr*** received this paperwork, he would contact the Revdex.com and remove this complaint. Mr*** was also informed that he did not have to use Norris Air, he could select another Air Conditioning company of his choosing for this repair. To date, Mr*** has not paid the original $for the service call and finance charges will be added monthlyNorris Air contacted the Revdex.com today, 10/5/to verify that Mr*** had kept his word, and rescinded this complaint, and found he had not
Norris Air received a complaint from the Revdex.com and Mr. Ryan [redacted] on February 9, 2016. (#11115593)Here is our response:One of our employees asked if we could do service at his stepson in- law & daughter-in laws home.The Initial service call was on December 18, 2015 and...
diagnosis from that visit was a bad compressor.We agreed to give Mr. [redacted] a “family discount” on a repair. Original price (without warranty) was $3,358.00, including Freon and labor. We agreed to discount the compressor by $2026, so his total cost would be $1332. This price was given “at our cost” and as a favor to our employee. Norris Air would not make a profit.We installed the compressor on 12 21 15. At start-up we found that the TXV was not working. ( We cannot diagnose this problem until the system is running). Our service tech talked to Mr. [redacted] at this time, about installing a new system, once again at a substantial “employee discount”. We gave him a price $2,000.less (once again Norris Air would not make a profit) or a discount on replacing the TXV. Again, that being a break even amount, as a favor to our “employees family”. Both offers were turned down. He then paid the $1332 on his American Express and signed the completed invoice. On 12 22 Mr. [redacted] called Corey, our GM, and expressed concern that the TXV was not diagnosed at the time prior to the compressor being installed. Corey explained that without the compressor engaged, the TXV would not operate. At this point, we had no other communication until February 4, we received a notification from American Express challenging the charges. Our response back to them was: We have a signed captured sales slip, Proof of Authorization, a signed invoice authorizing work that was completed, and proof that the cardholder has possession of the merchandise and service. American express re-credited our account in full.January 29th Corey received another phone call from Mr. [redacted] demanding that we give him his money back for the compressor. Corey stated that we had done everything that we could to help him, once again stating that we had done his repair at cost. Because of his hostile attitude, the call ended.His father-in –law approached Corey to see if there was a resolve to this situation. Corey contacted Mr. [redacted] and offered to install the TXV at no cost to him, then his system would be operational. Mr. [redacted] refused.The call ended again.Norris Air has gone above and beyond to rectify this situation peacefully. Mr. [redacted] has refused every solution. We do not want this to create hard feelings between our loyal employee and his family member.Hopefully this explanation will resolve this issue.Respectfully,Paula N[redacted], CEONorris Air, Inc.
First I would like to
point out to Norris Air that I have a split unit. When the technician came out
to my house on 12/18/15, he did not look at the second part of my unit in my
attic only the ground portion. He explained to my wife that we had a bad compressor
and that Norris Air would replace the part at a discounted rate. There was no
further explanation to our family regarding other possible outcomes, i.e, additional parts may be needed and/or tested,
the entire unit could need to be totally replaced. None of these likely scenarios
were ever mentioned to us. The second visit occurred on 12/21/15 when the
technician replaces the compressor. The unit did not work with the new
compressor. He and an additional technician would then go upstairs into my
attic to check on the second part of my unit. After an hour the technician
informs me that there is an additional part that needs to be replaced but
instead of replacing the part he would advise to replace the whole unit because
there also is substantial growth, aka mold in the air handler. I was never
informed of the price of the TXV valve by the technician. It was only after I
contacted General Manager, Corey D[redacted], did they inform me of the price. He
quoted me $861 to replace this part. The technician contacted General Manager,
Corey D[redacted] and offered to put the cost of the compressor towards a brand new
unit. Norris Air would discount the unit from $7300 to $6300. They gave me
thirty days to make a decision. I decided not to pursue a new unit with them
therefore forgoing my $1332. I instead filed a claim with American Express
disputing the charge. American Express sided with Norris Air after conducting
an investigation. I contacted Norris Air to try and get my money back before
filing a claim with Revdex.com. After speaking with Corey D[redacted] for several minutes
he stated that I “threw sand” in his face by filing a dispute with American
Express and he informed me through his secretary, after hanging up on me, that
he would only talk to me through an attorney. Only after interjection from a
family member, who informed Norris Air General Manager, Corey D[redacted], of the
mistake their technician made by not informing us of no additional parts needed did he try and
correct the situation by replacing the TXV valve, at no cost, to get us up and
running. I am not sure if Corey D[redacted] realized that I had mold in my air
handler unit although it clearly states it on the invoice that Norris Air
provided me. By offering me a TXV valve at no additional cost and not
addressing the mold situation I believe that Norris Air was not looking out for
my best interest. At this point I believe it is fair and just that Norris Air
refund my $1332 and allow my family and I
to go elsewhere for a new air conditioning unit.
On 9/26/Norris Air Service Department received a service call from Mr*** for no cool on his Amana Heat Pump. Norris diagnosis was unit flat on R410A freon. Completed leak search found line coming off low pressure line leaking at the connection to the system. Repair would
include refrigerant, filter drier, recovery, torch and weld, labor and leak search to insure that the repair is complete. System was installed May 8, by Norris Air. Mr*** was provided complete documentation including a copy of his signed contract. Unit had a year warranty on labor and Freon which had expired months prior. Mr.Johnson was quoted a repair estimate by Norris Air for $1320. The home owner was given a discount of $due to the unit being months out of warranty, so the cost for repair would be $920. Mr*** was aware that this was only an estimate for repair, and he would contact us once he thought about it. We were not contacted again. We received this complaint on 9/28/16. GM from Norris Air contacted Mr*** on Friday, 9/by phone to resolve this issue. Mr*** was informed that his unit was out of warranty and we were offering a $discount to our valued customer. He asked for the warranty paperwork and his original contract to be mailed to him again. The original contract had offered him an extended labor warranty through the manufacturer, which Mr*** declined at the time of install. Once Mr*** received this paperwork, he would contact the Revdex.com and remove this complaint. Mr*** was also informed that he did not have to use Norris Air, he could select another Air Conditioning company of his choosing for this repair. To date, Mr*** has not paid the original $for the service call and finance charges will be added monthlyNorris Air contacted the Revdex.com today, 10/5/to verify that Mr*** had kept his word, and rescinded this complaint, and found he had not
Norris Air received a complaint from the Revdex.com and Mr. Ryan [redacted] on February 9, 2016. (#11115593)Here is our response:One of our employees asked if we could do service at his stepson in- law & daughter-in laws home.The Initial service call was on December 18, 2015 and...
diagnosis from that visit was a bad compressor.We agreed to give Mr. [redacted] a “family discount” on a repair. Original price (without warranty) was $3,358.00, including Freon and labor. We agreed to discount the compressor by $2026, so his total cost would be $1332. This price was given “at our cost” and as a favor to our employee. Norris Air would not make a profit.We installed the compressor on 12 21 15. At start-up we found that the TXV was not working. ( We cannot diagnose this problem until the system is running). Our service tech talked to Mr. [redacted] at this time, about installing a new system, once again at a substantial “employee discount”. We gave him a price $2,000.less (once again Norris Air would not make a profit) or a discount on replacing the TXV. Again, that being a break even amount, as a favor to our “employees family”. Both offers were turned down. He then paid the $1332 on his American Express and signed the completed invoice. On 12 22 Mr. [redacted] called Corey, our GM, and expressed concern that the TXV was not diagnosed at the time prior to the compressor being installed. Corey explained that without the compressor engaged, the TXV would not operate. At this point, we had no other communication until February 4, we received a notification from American Express challenging the charges. Our response back to them was: We have a signed captured sales slip, Proof of Authorization, a signed invoice authorizing work that was completed, and proof that the cardholder has possession of the merchandise and service. American express re-credited our account in full.January 29th Corey received another phone call from Mr. [redacted] demanding that we give him his money back for the compressor. Corey stated that we had done everything that we could to help him, once again stating that we had done his repair at cost. Because of his hostile attitude, the call ended.His father-in –law approached Corey to see if there was a resolve to this situation. Corey contacted Mr. [redacted] and offered to install the TXV at no cost to him, then his system would be operational. Mr. [redacted] refused.The call ended again.Norris Air has gone above and beyond to rectify this situation peacefully. Mr. [redacted] has refused every solution. We do not want this to create hard feelings between our loyal employee and his family member.Hopefully this explanation will resolve this issue.Respectfully,Paula N[redacted], CEONorris Air, Inc.
First I would like to
point out to Norris Air that I have a split unit. When the technician came out
to my house on 12/18/15, he did not look at the second part of my unit in my
attic only the ground portion. He explained to my wife that we had a bad compressor
and that Norris Air would replace the part at a discounted rate. There was no
further explanation to our family regarding other possible outcomes, i.e, additional parts may be needed and/or tested,
the entire unit could need to be totally replaced. None of these likely scenarios
were ever mentioned to us. The second visit occurred on 12/21/15 when the
technician replaces the compressor. The unit did not work with the new
compressor. He and an additional technician would then go upstairs into my
attic to check on the second part of my unit. After an hour the technician
informs me that there is an additional part that needs to be replaced but
instead of replacing the part he would advise to replace the whole unit because
there also is substantial growth, aka mold in the air handler. I was never
informed of the price of the TXV valve by the technician. It was only after I
contacted General Manager, Corey D[redacted], did they inform me of the price. He
quoted me $861 to replace this part. The technician contacted General Manager,
Corey D[redacted] and offered to put the cost of the compressor towards a brand new
unit. Norris Air would discount the unit from $7300 to $6300. They gave me
thirty days to make a decision. I decided not to pursue a new unit with them
therefore forgoing my $1332. I instead filed a claim with American Express
disputing the charge. American Express sided with Norris Air after conducting
an investigation. I contacted Norris Air to try and get my money back before
filing a claim with Revdex.com. After speaking with Corey D[redacted] for several minutes
he stated that I “threw sand” in his face by filing a dispute with American
Express and he informed me through his secretary, after hanging up on me, that
he would only talk to me through an attorney. Only after interjection from a
family member, who informed Norris Air General Manager, Corey D[redacted], of the
mistake their technician made by not informing us of no additional parts needed did he try and
correct the situation by replacing the TXV valve, at no cost, to get us up and
running. I am not sure if Corey D[redacted] realized that I had mold in my air
handler unit although it clearly states it on the invoice that Norris Air
provided me. By offering me a TXV valve at no additional cost and not
addressing the mold situation I believe that Norris Air was not looking out for
my best interest. At this point I believe it is fair and just that Norris Air
refund my $1332 and allow my family and I
to go elsewhere for a new air conditioning unit.