Bradley-Downs, Inc.

Thank You for reaching out with the information for the *** family. We have installed all products agreed to per the proposal submitted to the customerThe customer signed the estimate prior to installation and the invoice at time of installation stating
the equipment agreed upon. We are sorry for any confusion in this matter. Also we have spoke with Mr*** concerning the scratched on the floor issuesAfter speaking with our installation crew we are not sure how this happen, but since it seemed to be noticed after the installation we are willing to repair the floorMr*** is to get an estimate for what this repair would cost and submit it for reviewIf we don't agree with the estimate we will have a person of our choice come out to complete the repair for Mr* ***We apologize for any inconvenience and hope to get this matter satisfied as soon as possible Thank You for your time and consideration in this matter

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Regarding the faucet, I keep the knob off of it so that children in the area don't turn it on and leave it on If the technician wanted to use the knob instead of his channel locks, he should have asked me for it, I have it in my desk drawer which is right inside the outside wall where the faucet is located I want them to repair my faucet at a cost of $300.The contract does not state that it is a year agreement, it only states that it is a renewal The previous agreement was a year agreement, so a renewal would imply that it is a year agreement that began in March If they pull out the previous 3-year agreement, they will prove themselves wrongAlso, if the agreement had expired, then why did they come out and inspect my other units (including mini-split system) and tell me that they would be back out on 3/28/to inspect the 6th and final roof unit? That unit wasn't inspected with the other because they didn't have a ladder long enough to reach it Since they didn't come back out when they told me they were going to, the system froze up on 6/ Again, *** told me she would have someone out on 6/to look at it, but they no-showed again, causing me to call *** who came out on 6/and fixed it I want them to refund the final years on my 3-year agreement $and we can just move on without me getting my attorney involved
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[I reject their responseI felt they did not take responsibility for the simple fact they had been here just a week beforeI thought that's what a service contract is for to check and see if they see anything is wrongI just think it's strange that my furnace went completely out when the technician said and signed off that everything was in working orderThe unit was installed by Elite in 2008.]
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The business stated that we had signed an estimate at the time our order was placed that stated the equipment we were to receiveThe only thing we signed at the time we placed our order was the form that allowed them to run our credit for financingWe did not receive any other paperworkAlso, I did sign an invoice after the first installation, but it states that a 98% furnace was installed which we have already established was not true.Furthermore, I take personal offense at his indication that perhaps the installers did not cause the scratches in our floorThat area of the basement is extremely low traffic, not to mention ours is a household with no children or pets, so we would have known if we had caused the scratches at some point.He has asked us to get an estimate and if he approves of it, then we’ll be reimbursedOtherwise he will send his own people to fix our floorThis is in no way acceptable as we have indicated time and again that we do not want anyone associated with his company in our house again
Regards,
*** & *** ***

Sorry to hear you are unhappy with the service we provided, here at Elite we strive for 100% satisfactionAfter review of your complaint and as you were told we wont be able to refund any moneyThe only fee you were charged was for a diagnostic fee, which is the fee to have a service person come to your home for the initial inspection. Upon inspection of your unit we found the unit to have Freon/Ras the refrigerantthe government stopped using this in as an acceptable refrigerantThe service technician that you had at your home found a leak, recommend a leak search to pinpoint where the leak isThis was declined by you and wasn't performed, so we weren't able to pinpoint where the actual leak was without this testWe apologize for any confusion, but will not be able to refund any money towards the diagnostic feeThank You for your understanding and please call us in the future if we can do anything to help you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** The complaint is not resolved and will never be because the salesman continues to give information to me and many other customers and this is not right to tell a customer informationHe should not be allowed to do this just to sell a product

Mrs*** *** was contacted by, and has spoke to *** ***, Customer Relations Manager Please contact this customer regarding this complaint The customer is completely satisfied now There was confusion on a cleaning contract price that has since been resolved to
her complete satisfaction The customer planned to withdraw this complaint We value our customers and their feedback Thank you for bringing this to our attention. *** ***Vice PresidentElite Heating A/C & Refrigeration, IncMtTabor RoadNew Albany, IN 47150###-###-####

I will accept that ...[redacted]

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.
Regards,
Steve [redacted]    I don't believe the company Is listening to my complaint. The serviceman said yes your leak is in your a-coil he had already put the covers back on the unit when I asked him was it in a turn around he assured me it was in to difficult a spot to get to and could not be fixed. knowing I could do it myself I did and my old coil is still here holding pressure yes I knew I had a leak they offered to change the a-coil  thank you for your response

In response to your letter, we have addressed the issue in the first response. Since the rebate is not something Elite Heating and Air provides we aren't able to help any further. Rebates are between the homeowner and 3" party that offer the promotions. Thank you for the information. We ask this be closed and resolved.Elite Heating and Air Conditioning Customer Service

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.
This business has done nothing to try to resolve my complaint. They are simply avoiding the facts.  With regard to the water faucet, I am dropping that is[redacted].  They clearly don't understand what I'm trying to say.  I brought it up when it happened and they refused to do anything about it. I simply brought it up again to show that they don't really care about their customers even though their own technician admitted that he used channel locks and broke the faucet.As for the contractual matter with the service of our 5 furnaces and 6 air conditioner units, I would like them to produce the necessary documentation showing that I only had a 1 year contract effective 3/16/15.  It will not state that it is a 1 year contract, only that it is a renewal.  Renewal of what?  My previous Pact was for 3 years, the one before that was 3 years and the one before that was three years.  I have had 3 year Pact agreements with them since 5/5/2006 so how, all of a sudden, do I only have a 1 year agreement.  They are saying this now because they don't want to deal with the problem and get by with cheating me.
Regards,
[redacted]

See attachmentThank You for bringing the complaint to our attention. We strive to be a company focused on customer Service and take complaints very seriously. Mr. [redacted] had scheduled a service call in reference to a PTAC unit and a preventative maintenance cleaning. On 12/20/2016, we performed a...

cleaning on furnace. Report stated All components were checked and found to be in good shape. Cycled System and monitored operation. Systern working properly at this time. (Please see attached report)The customer stated they had a family friend come out to home and no statement was given to as what they found as an issue or any invoice from a licensed HVAC company presented as part of the complaint. The main furnace was cleaned and inspected without any issue being found. At time of cleaning unit was working correctly during operation. In reference to the PTAC, the unit was inspected and found to have a fan motor going bad. A recommendation was given due to age and condition of the unit that it be replaced. An estimate was given $2,850 for replacement. Also a repair option was quoted at the time to replace the fan motor.I apologize you aren't satisfied and hope this helps explain it better. As far as a refund, you did purchase a service agreement which is a preventative Maintenance program that allows you two cleanings per year, a 20% discount on parts, priority service and no overtime fees. The total cost of that program is $197,00. The diagnostic for the PTAC unit was $90.00. So in total you paid $287,00, if you still prefer a refund on the remaining portion of the preventative maintenance, we would have to cancel the agreement and charge you for the one time cleaning on the furnace. Normal rates on the one time cleaning would be $120.00. So in total you would owe $120 + $90, which would total $ 210.00. That would make you eligible for a refund of S77.00. Or you can leave the agreement as is and receive another cleaning in the spring on the air conditioning system at no charge. (And still continue the benefits of the EPP)If you can provide a detailed diagnostic from a licensed HVAC contractor in Floyd County we would be glad to review the information further and get back to you, But feel the diagnostic was correct on both units as requested, Again we apologize for any misunderstanding and hope you will chose to use us in the future. Thank You!

In response to the letter dated 4/27/2016. We are sorry to learn you are unhappy with our services. To clarify when your credit is ran to see if you are eligible to purchase it does set you a predetermined credit line from [redacted]. The credit card you received would reflect what you were...

approved for. No charges are made against the card until you agree to purchase and sign documentation agreeing to purchase. (no transactions were made) in order to run a credit checkyou had to provide your personal information at that time as we would have no knowledge of that information. Such as your social, bday, employment info, etc. You requested a refund for the EPP (maintenance plan) you purchased. This allowed your service call to be free by utilizing the benefit of the free diagnostic. The normal price of after hours service call is $120.00. The EPP is a plan where you receive benefits from day one after the purchase. Therefore we aren't able to offer any refunds towards your purchase. However your plan is valid until 4/3/2017. Where you are eligible for two cleanings, priority service, no overtime charges and a 20% discount on parts.Sorry for the issue and hope this resolves your complaint.Elite Heating and Air Conditioning

[redacted] system was replaced. The air conditioning is what they purchased. We installed the air conditioning system, and then found out the blower was changed incorrectly in the furnace. Since the customer did not replace the phone as this has nothing to do with Elite Heating A/C &...

Refrigeration, Inc. The customer paid for a new air conditioner and that's exactly what they received.  We had offered to put the correct blower motor in the furnace or discounted price for the customer and had not heard back. We are sorry you were having this trouble and greatly appreciate your business. If we can do anything else to help please let us know.

Ref: Revdex.com complaint April 1, 2016 Complaint ID: [redacted]In reference to your letter, As stated to Mrs [redacted] the rebates are not offered through Elite Heating and Air Conditioning. We do offer the forms and an AHRI certificate of the equipment purchased for the ease of the customer. However we are not...

responsible for the processing, as this varies from the company offering the rebate. The rebate stated in the complaint is through a local utility company Harrison [redacted]. The customer and [redacted] have an account together and therefore those to parties are responsible for any rebates or claims.As an HVAC contractor we are responsible for installing, warranties and delivering the systempurchased. Mrs [redacted] equipment purchased was a 4ttr6030b1000a trane xr16 r410-a Air Conditioner, a 4TXCB031BC3HCBA Coil and a TUC1B080A9421AE an XB 90% furnace. This is the system she agreed upon and signed paperwork reflecting that she was satisfied with the installation.We apologize for any confusion or difficulty you make have experienced with your utility company. But Elite Heating and Air Conditioning has no responsibility in this process and does not pay for rebates not offered directly through an Elite a Heating and Air direct rebate. We hope you enjoy your new comfort system for many years to come! We appreciate and value you as a Custorner. If at all possible we we would ask the Revdex.com dismiss the complaint and find the complaint as resolved. Thank you for your help on this issues.

Business response:
Mr. R[redacted] called regarding a problem with the air on 8/17/2015 . A technician was dispatched to Mr. R[redacted], the technician found a leak in the coil. The technician informed Mr. R[redacted] of the problem and that the parts were covered under warranty but the labor was not (the...

labor is not covered after 1 year of installation.) Mr. R[redacted] approved the coil replacement and the labor cost. We ordered the coil and installed it at the location. Now that the coil has been installed as Mr. R[redacted] requested he is refusing to pay the labor for the installation. The original invoice for work performed also shows 10 year parts warranty 1 year labor warranty. Can forward if needed

Thank You for bringing this issue to our attention. We strive to have every customer happy and 100% satisfied We are sorry to hear [redacted] is unhappy about her recent repair. According to our records we show a service call, the finding of the technicians report was a bad inducer motor and bad...

control board. A price was quoted to Mrs. Hustedt of S976.00 which included parts and labor, [redacted] agreed to repairs and paid, We ask that the complaint be dismissed as we preformed the work as agreed by [redacted] in reference to the price complaint, the price is just and fair for the parts replaced. We did discuss with her a replacement option due to the cost of repairs and age of furnace. She declined and we done repair, To answer her question of why she was asked to pay prior to repair, that is our policy as most parts are specific to units and unable to return.Thank You for your assistance, hope this clears up the matter.[redacted]As a gesture to hopefully satisfy [redacted] we are willing to offer a 20% discount on your next service agreement,

After reviewing the customers response, we would ask the Revdex.com close this matter as resolved. In first response we stated that the service agreement was in fact expired and that no services were owed to Mr. [redacted]. The statement of the water faucet, Mr. [redacted] stated he was not concerned and did not bring it to our attention when the alleged instance happen. Therefore why would we be responsible a year later? Thank You for your assistance in this matter, we hope this resolves the matter.

Sorry to hear you are unhappy with the service we provided, here at Elite we strive for 100% satisfaction. After review of your complaint and as you were told we wont be able to refund any money. The only fee you were charged was for a diagnostic fee, which is the fee to have a service person come...

to your home for the initial inspection.  Upon inspection of your unit we found the unit to have Freon/R22 as the refrigerant. the government stopped using this in 2010 as an acceptable refrigerant. The service technician that you had at your home found a leak, recommend a leak search to pinpoint where the leak is. This was declined by you and wasn't performed, so we weren't able to pinpoint where the actual leak was without this test. We apologize for any confusion, but will not be able to refund any money towards the diagnostic fee. Thank You for your understanding and please call us in the future if we can do anything to help you.