Carrano Air Contracting, Inc

In response to the rejection, we still have our offer to Ms *** on the table and will kindly refund the offered amount of $This amount is a full refund of any diagnostic and the time allocated to go pick up Ms *** parts at the supply house
Unfortunately, Ms *** refused to listen to my offer and simply stated she would see us in court.
Ms *** again, did not provide us a chance to return to her home if she was dis-satisfiedWe would have returned once again, at no additional charge to perform any additional repairs as neededThe parts that we installed were 100% absolutely necessary to keep the heating system from failing
If Ms *** is still interested in speaking with us, I will still be willing to make the same offer made previously

In response to this complaint, I have attached a letter that was drafted and sent to Ms [redacted] as well. We have tried to speak with her, we have tried to offer a refund for a specified amount and Ms [redacted] will not accept any conversation from us. He rattorney has also informed us that we should...

not talk to him, because he is not her attorney and she has not paid any retainer for him to talk to us. With that being said, we have tried every avenue possible to resolve this with Ms [redacted] however she is not accepting our calls.
We attempted to return to Ms [redacted] home for repairs and were turned away stating that she cncelled her call, we have spent almost 12 hours of time at her home and we did not bill her for this either. We are still after all of this, willing to speak with her and make arrangements to satisfy her, as we do want all of our customers past and present, to be happy and satisfied with our services.

Please note that Carrano Aircontracting, Inc. did call us once and did offered to give us $200.00, instead of the $1,000 that they charged us and that we paid them in good faith. Yes, they did work many hours and did replace parts. However, they failed to correct the problem. Consequently, we had to hire another company ([redacted]) to do what Carrano was
paid to do and failed to fix. Please reopen this case in as much as it is not settled. Thank you.
Sincerely,
[redacted]

In response to the filed complaint:We did call Ms [redacted], however we did that because she reached out to us via website, requesting a replacement heat exchanger. I have attached her request to the bottom of this response. Once she reached out to us, we followed up, as procedure, and scheduled...

the appointment.It was in fact explained the charges involved in this service. We schedule approx 25-40 service calls per day. this is what we do, and it is explained each and every time as we have a checklist associated with each and every call.Our website explains that we provide free estimates on new heating systems. We do not provide estimates for parts and service, and our website clearly explains it is for new or replacement systems. We did not perform the service as upon arrival to this customers home, she turned us away immediately. Therefore she is responsible for a dispatch fee of $89.95 as she did not cancel her appointment.As for her credit score, it is none of our business nor concern as to what her credit rating is and it has nothing to do with the charges.Please see below, the request she made to us for service:

Review: I’m contesting Service Invoice dated 6/15 based on below:

1:Your invoice said $89.99 fee was explained to me when appt was made. On the contrary, this wasn’t explained. & to negate further notes on invoice, I didn’t call Carrano on 5/30. It was Carrano who called me on 5/29 at 12:11 PM. Conversation lasted 3 mins.

2:Also on same day of Carrano estimate appt, I had an estimate appt with PSE&G which was free. As backgrounder, purpose of estimate was to facilitate a reqrmt in possible sale of my home. I wasn’t actively looking to replace heat exchanger. I just wanted to get estimates to show prospective buyer. Though not a necessity to have both, I thought 2 estimates would be nice to have. Why would I choose to pay $89.95 for an estimate that could be obtained for free from another equally- if not, more- dependable and widely-regarded vendor?

3:The Carrano rep who visited my home was an older gentleman whose first words to me as soon as he entered was, “You have to pay me $89.95.” Hope he would remember look in my face as I was honestly surprised & thought he was just joking. Looking back, I should’ve thought it odd that it was the 1st thing he would tell me if their comp policy is to already inform of fee during initial tel. conversation. (I was made to understand afterwards by the person who answers phone at Carrano that this was a part of her standard spiel.)

P4:Your company’s website at URL www.carranoair.com prominently displays free estimates. YOUR PUBLIC ADVERTISING DIRECTLY CONTRADICTS THE SERVICE INVOICE YOU HAVE SENT ME.

5:I am a meticulous person & keep records of everything. I would never choose to ruin my credit bec of a small amount of money. Though not yet in 800 range, I continue to make sure my current score of 760 is increased.

6:Carrano never performed the service of providing an estimate.Desired Settlement: Based on all above, pls send me a $0 service invoice.

Business

Response:

In response to the filed complaint:We did call Ms [redacted], however we did that because she reached out to us via website, requesting a replacement heat exchanger. I have attached her request to the bottom of this response. Once she reached out to us, we followed up, as procedure, and scheduled the appointment.It was in fact explained the charges involved in this service. We schedule approx 25-40 service calls per day. this is what we do, and it is explained each and every time as we have a checklist associated with each and every call.Our website explains that we provide free estimates on new heating systems. We do not provide estimates for parts and service, and our website clearly explains it is for new or replacement systems. We did not perform the service as upon arrival to this customers home, she turned us away immediately. Therefore she is responsible for a dispatch fee of $89.95 as she did not cancel her appointment.As for her credit score, it is none of our business nor concern as to what her credit rating is and it has nothing to do with the charges.Please see below, the request she made to us for service:

Review: 10/2008 - Carrano installed an air condition/furnance unit (contracted by Home Depot).

1/6/2009 - Carrano had to come back because unit failed inspection

6/3/2010 - Carrano came out to service the unit: Furnace was leaking, house was not being cooled, and coils where freeze but they found no problem - the cost $

6/28/2013 - Carrano came out to service the unit again for the same problem and still found nothing wrong with the system. I question why I had to pay again for the same problem and was told it had been three years. I made it very clear to the service person and the manager that I was not happy. I paid $347.64 and was told I could not get a receipt it would be emailed to me.

7/5/2013 - I called Carrano again for the same problem and to request a copy of my receipt from 6/28/13. Carrano came back out the same day and I made it very clear that I was not a satisified customerand I was questioning their ability to figure out the problem. And the person who was at the home during the repair was told that a receipt could not be provided and a receipt with the issue and the estimate would be emailed to me.

7/6/2013& 7/12/2013 ( now we are in a heat wave), I called Carrano several time and requested that a receipt be mailed to me immediately.

To date I have not received a copy fo the receipt which was signed and date on 7/5/2013. Since, I have gone back to Home Depot to complain. I am being told that the cost to repair the unit will be ~ $1300 but still have not receipt telling me what was done on 7/5/2013 and what the issue and estimated cost will be. Carrano asked to be paid immediately, I am asking to receive my receipt ASAP so a decision can be made to get the unit repair.Desired Settlement: I want a copy of the receipt signed and dated on 7/5/2013 immediately.

Business

Response:

I am attaching the customer history for review. We have quoted the customer for the repair. She has a manufacturer warranty for the part we are replacing but this does not cover the labor or evacuation and recharging of system. The customer declined the service repair. We will be happy to complete the repair but must have approval from the customer.

10/08/2008

Home Depot Installation

6/3/2010

Customer called with water leak from furnace. Checked system and found evap coil to be block of ice. Ran system heat to allow coil to thaw. Checked charge and with the ice on side of coil that could not get out pressures were okay. Filter not clogged at time of arrival. Explained to customer to allow unit to run with fan only for couple of hours and to clean filter every 2 months. Left PM contract for customer to review. Entire system installed 10/08/08.

6/28/13 $347.64 Total

Call for AC not cooling house down. Found coil frozen solid, defrosted but could not get one piece of ice out of coil. Checked filter and return ductwork. Seems to be adequately sized. Checked pressures and they are currently okay. System will operate. Told customer to leave fan on only for a few hours to melt the remaining ice before turning cooling on.

7/5/13 Callback N/C

Call back found evap frozen solid again. Defrosted and checked pressures, back pressure very high. There is a restriction in the system somewhere. To fix the problem we will need to recover refrigerant replace TXV, install a liquid line drier, pressure test, evacuate, and recharge system- quoted on repair ticket. We will need to order a new TXV to perform repair. Quote provided to customer $1343.65.

Includes evacuate, recover and charge system. Install new TXV valve. TXV Valve is covered by the 5 year manufacturer parts warranty (no charge). The balance of the labor and refrigerant is not covered. The customer does not have an extended warranty. Customer must approve repair to schedule.

Note: Customer may ask why TXV problem not found in initial call. When Tech arrived coil was frozen. Waited for coil to defrost. When defrosted all turned on and the unit cycled through fine. The longer a unit runs the cooler the coil gets and that when the expansion valve begins to meter. It is at this time that the valve will fail. The amount of time it will take will vary depending on the running of the ac and weather.

Please feel free to reach out if more information is needed. Contact [redacted].

Thank you.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

I have not declined anything. I still have not received a copy of the invoice which was signed and dated on 7/5/2013. I want a copy of the invoice with the signature. I did receive a nicely typed copy of an invoice but that is not what I asked for.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: air conditioner does not work on the lower level of the house and overly so on the upper level.The company has either played a runaround or no response game with me since at least June of 2013. The unit is still under warranty. I feel as if the company is trying to wait till the warranty runs out. I am beginning to feel that I am being to be taken advantage of because I am a single female senior.Desired Settlement: I also feel that the warranty should be extended because of the company's failure to respond in a timely manor.

Review: My name is [redacted], my husband; [redacted] contacted Carrano on January 23, 2014, to repair our heating unit. Our bedroom was without heat, while the rest of our home was approximately 72 degrees. In my house, we have three separate heating zones.Carrano told my husband, that they were able to repair our zone heating unit. We made an appointment with Carranos. The technician installed a new part on the boiler and said it would take 3-4 hours to work; he promptly left my husband a $1,026.77 bill. My husband paid for the repair work with check #[redacted] from [redacted] on January 22, 2014. However, after waiting for several hours, the heating unit did not worked as promised by Carranos technician.After logging a complaint, Carrano came back on several recalls, 1/22, 1/23 to repair the unit. The unit still did not work. Finally, we called another repair company on 1/25. [redacted] or [redacted]. They repaired the boiler for $333.00 and restored heat in our bedroom suite within approximately 2 hours.I called Mr. [redacted]’s service manager at Carranos three times. Each time he declined my call. We will pay Carrano’s the $89.00 service charge, but we are expecting a refund of $931.77. We have no intention for paying for a service that was not successfully completed.Thanking you in advance addressing this matter.God Bless you,Dr. and Mrs. [redacted]Desired Settlement: REFUND

Business

Response:

In response to this complaint, I have attached a letter that was drafted and sent to Ms [redacted] as well. We have tried to speak with her, we have tried to offer a refund for a specified amount and Ms [redacted] will not accept any conversation from us. He rattorney has also informed us that we should not talk to him, because he is not her attorney and she has not paid any retainer for him to talk to us. With that being said, we have tried every avenue possible to resolve this with Ms [redacted] however she is not accepting our calls.

We attempted to return to Ms [redacted] home for repairs and were turned away stating that she cncelled her call, we have spent almost 12 hours of time at her home and we did not bill her for this either. We are still after all of this, willing to speak with her and make arrangements to satisfy her, as we do want all of our customers past and present, to be happy and satisfied with our services.

Consumer

Response:

Please note that Carrano Aircontracting, Inc. did call us once and did offered to give us $200.00, instead of the $1,000 that they charged us and that we paid them in good faith. Yes, they did work many hours and did replace parts. However, they failed to correct the problem. Consequently, we had to hire another company ([redacted]) to do what Carrano was

paid to do and failed to fix. Please reopen this case in as much as it is not settled. Thank you.

Sincerely,