This is in response to Mr [redacted] complaint dated 8/19/2/ Sorry to hear the customer wasn’t satisfied with our serviceWe strive here at Elite Heating and Air to make sure our customers are satisfied and happy After reviewing your information and history we would add some information in the hope that it will help The first part of the complaint seemed to focus on a faucet that was not working, we did speak to the technician involved and the complainerWe did not feel that we were in anyway responsible for thisThe faucet was old and without the proper knob when we used it to hook our hose to for the service In reference to a service call on 6/we do see that you called in for service for your commercial property, the customer did not at this time have a current maintenance agreement in place as we show it expiring on 03/18/This was a very hot weekend and we take our service agreement customers first and were unable to get someone out until the next day 6/13, the customer wasn’t happy with that and decided to call another company of his choiceWhy would we be responsible for a service bill that we had nothing to do with? Customer stated they on 3/18/they renewed a three year service agreement, our records indicate this service agreement was for one year and expired on 3/18/ We are truly sorry for your experience but don’t feel we were at faultWe hope you look over this information and feel this as just Thank you for bringing your unsatisfied message to us, we use this as a way to train our team and try to communicate things better
Business response: MrR [redacted] called regarding a problem with the air on 8/17/A technician was dispatched to MrR [redacted] , the technician found a leak in the coilThe technician informed MrR [redacted] of the problem and that the parts were covered under warranty but the labor was not (the labor is not covered after year of installation.) MrR [redacted] approved the coil replacement and the labor costWe ordered the coil and installed it at the locationNow that the coil has been installed as MrR [redacted] requested he is refusing to pay the labor for the installationThe original invoice for work performed also shows year parts warranty year labor warrantyCan forward if needed
In reference to Mr [redacted] s reply: The is [redacted] with the maintenance agreements has been explainedThe renewal was for the term of year on all systemsThe renewal you sent from as the old maintenance system and pricingWe did give you a discount on the year agreementThank You for your understanding and for choosing us for your heating and air conditioning needs [redacted] Courtney Service/Sales Elite Heating and Air Conditioning
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 complaintThe 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 fixedknowing 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 the letter dated 4/27/We are sorry to learn you are unhappy with our servicesTo 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 forNo 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 informationSuch as your social, bday, employment info, etcYou requested a refund for the EPP (maintenance plan) you purchasedThis allowed your service call to be free by utilizing the benefit of the free diagnosticThe price of after hours service call is $The EPP is a plan where you receive benefits from day one after the purchaseTherefore we aren't able to offer any refunds towards your purchaseHowever your plan is valid until 4/3/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
After reviewing the customers response, we would ask the Revdex.com close this matter as resolvedIn 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 happenTherefore why would we be responsible a year later? Thank You for your assistance in this matter, we hope this resolves the matter
[redacted] system was replacedThe air conditioning is what they purchasedWe installed the air conditioning system, and then found out the blower was changed incorrectly in the furnaceSince the customer did not replace the phone as this has nothing to do with Elite Heating A/C & Refrigeration, IncThe 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 backWe are sorry you were having this trouble and greatly appreciate your businessIf we can do anything else to help please let us know
Sorry to hear you aren't happy with your recent service callAfter reviewing the technicians notes that was at your home, we noticed multiple issues with the air conditioning systemThe company you choose may have fixed one of the issues, but ultimately not correctly the whole problemWe must stand by the original technicians diagnostic and feel the diagnosis was correctWe apologize for any confusion and would be glad to explain this to you if you want to call to discussWe apologize that you weren't happy with our service and understand where there could be confusion
Thank You for bringing this issue to our attentionWe strive to have every customer happy and 100% satisfied We are sorry to hear [redacted] is unhappy about her recent repairAccording to our records we show a service call, the finding of the technicians report was a bad inducer motor and bad control boardA price was quoted to MrsHustedt of Swhich 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 replacedWe did discuss with her a replacement option due to the cost of repairs and age of furnaceShe 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,
Ref: Revdex.com complaint April 1, Complaint ID: [redacted] In reference to your letter, As stated to Mrs [redacted] the rebates are not offered through Elite Heating and Air ConditioningWe do offer the forms and an AHRI certificate of the equipment purchased for the ease of the customerHowever we are not responsible for the processing, as this varies from the company offering the rebateThe rebate stated in the complaint is through a local utility company Harrison ***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 systempurchasedMrs [redacted] equipment purchased was a 4ttr6030b1000a trane xrr410-a Air Conditioner, a 4TXCB031BC3HCBA Coil and a TUC1B080A9421AE an XB 90% furnaceThis 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 companyBut 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 rebateWe hope you enjoy your new comfort system for many years to come! We appreciate and value you as a CustornerIf at all possible we we would ask the Revdex.com dismiss the complaint and find the complaint as resolvedThank you for your help on this issues
This is in response to Mr [redacted] complaint dated 8/19/2/ Sorry to hear the customer wasn’t satisfied with our serviceWe strive here at Elite Heating and Air to make sure our customers are satisfied and happy After reviewing your information and history we would add some information in the hope that it will help The first part of the complaint seemed to focus on a faucet that was not working, we did speak to the technician involved and the complainerWe did not feel that we were in anyway responsible for thisThe faucet was old and without the proper knob when we used it to hook our hose to for the service In reference to a service call on 6/we do see that you called in for service for your commercial property, the customer did not at this time have a current maintenance agreement in place as we show it expiring on 03/18/This was a very hot weekend and we take our service agreement customers first and were unable to get someone out until the next day 6/13, the customer wasn’t happy with that and decided to call another company of his choiceWhy would we be responsible for a service bill that we had nothing to do with? Customer stated they on 3/18/they renewed a three year service agreement, our records indicate this service agreement was for one year and expired on 3/18/ We are truly sorry for your experience but don’t feel we were at faultWe hope you look over this information and feel this as just Thank you for bringing your unsatisfied message to us, we use this as a way to train our team and try to communicate things better
Business response: MrR [redacted] called regarding a problem with the air on 8/17/A technician was dispatched to MrR [redacted] , the technician found a leak in the coilThe technician informed MrR [redacted] of the problem and that the parts were covered under warranty but the labor was not (the labor is not covered after year of installation.) MrR [redacted] approved the coil replacement and the labor costWe ordered the coil and installed it at the locationNow that the coil has been installed as MrR [redacted] requested he is refusing to pay the labor for the installationThe original invoice for work performed also shows year parts warranty year labor warrantyCan forward if needed
In reference to Mr [redacted] s reply: The is [redacted] with the maintenance agreements has been explainedThe renewal was for the term of year on all systemsThe renewal you sent from as the old maintenance system and pricingWe did give you a discount on the year agreementThank You for your understanding and for choosing us for your heating and air conditioning needs [redacted] Courtney Service/Sales Elite Heating and Air Conditioning
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 complaintThe 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 fixedknowing 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 the letter dated 4/27/We are sorry to learn you are unhappy with our servicesTo 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 forNo 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 informationSuch as your social, bday, employment info, etcYou requested a refund for the EPP (maintenance plan) you purchasedThis allowed your service call to be free by utilizing the benefit of the free diagnosticThe price of after hours service call is $The EPP is a plan where you receive benefits from day one after the purchaseTherefore we aren't able to offer any refunds towards your purchaseHowever your plan is valid until 4/3/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
After reviewing the customers response, we would ask the Revdex.com close this matter as resolvedIn 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 happenTherefore why would we be responsible a year later? Thank You for your assistance in this matter, we hope this resolves the matter
I will accept that ...***
[redacted] system was replacedThe air conditioning is what they purchasedWe installed the air conditioning system, and then found out the blower was changed incorrectly in the furnaceSince the customer did not replace the phone as this has nothing to do with Elite Heating A/C & Refrigeration, IncThe 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 backWe are sorry you were having this trouble and greatly appreciate your businessIf we can do anything else to help please let us know
Sorry to hear you aren't happy with your recent service callAfter reviewing the technicians notes that was at your home, we noticed multiple issues with the air conditioning systemThe company you choose may have fixed one of the issues, but ultimately not correctly the whole problemWe must stand by the original technicians diagnostic and feel the diagnosis was correctWe apologize for any confusion and would be glad to explain this to you if you want to call to discussWe apologize that you weren't happy with our service and understand where there could be confusion
Thank You for bringing this issue to our attentionWe strive to have every customer happy and 100% satisfied We are sorry to hear [redacted] is unhappy about her recent repairAccording to our records we show a service call, the finding of the technicians report was a bad inducer motor and bad control boardA price was quoted to MrsHustedt of Swhich 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 replacedWe did discuss with her a replacement option due to the cost of repairs and age of furnaceShe 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,
Ref: Revdex.com complaint April 1, Complaint ID: [redacted] In reference to your letter, As stated to Mrs [redacted] the rebates are not offered through Elite Heating and Air ConditioningWe do offer the forms and an AHRI certificate of the equipment purchased for the ease of the customerHowever we are not responsible for the processing, as this varies from the company offering the rebateThe rebate stated in the complaint is through a local utility company Harrison ***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 systempurchasedMrs [redacted] equipment purchased was a 4ttr6030b1000a trane xrr410-a Air Conditioner, a 4TXCB031BC3HCBA Coil and a TUC1B080A9421AE an XB 90% furnaceThis 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 companyBut 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 rebateWe hope you enjoy your new comfort system for many years to come! We appreciate and value you as a CustornerIf at all possible we we would ask the Revdex.com dismiss the complaint and find the complaint as resolvedThank you for your help on this issues