Chas Roberts Air Conditioning, Inc.

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.

I am not satisfied with the outcome because this was not what I was told by the tech, a complete check should have been done which wasn't done and done properly. What I requested was not pushed through by the tech, which I was told by him that the part might be in Tucson or a out of town warehouse, there was no follow up done I had to constantly follow up. This was a inconvenience which took my time for several days all the way into my vacation time.  If the unit required a check up nothing was sent or were we made  aware of this, for as many times as they had to come to repair the unit it was ridiculous. I haven't received the year warranty that would cover the new parts and labor, so with regret I will follow up a complain to the Registrar of Contractors about the organization which, I assume, was licensed, file a consumer fraud complaint with the Attorney General and the County Attorney. Because the parts were covered by Carrier which at my discretion, I could have chosen to go with someone more reliable and competent.

Regards,

This company was the original installer of our HVAC system. We have contracted for the past 10 years for their "CAP" plan for twice yearly service. The contract requires them to call to make a service appointment in the Fall (for heating) and in the Spring (for air conditioning). They have failed more often than complied with this requirement in that time. This Spring they again failed to schedule the required appointment.

When we called for the service we were charged for the visit that was to be provided under the CAP contract.

Now the system that was "serviced" is not providing the necessary cooling because the service was inadeqquate. I don't plan to ever have Chas Roberts service our systems again. They may believe in adequare installation services, but, as far as we are concerned, they have no concept of Customer Service.

Sorry Sissy but you appear to have lost control, or you just don't care.

I was very pleased with the service we received.

Dear Ms. [redacted],
We are in receipt of the complaint regarding the above-referenced property.You did in fact call in on Monday, the 20th of June. At that time, we had service appointments available for homeowners with Builder Warranties, Chas Roberts’ Warranties, and our CAP Maintenance...

customers. As I am sure you can appreciate, with the volume of calls we were receiving, as well as requested service appointments being extraordinarily high, many of our customers were being“squeezed” in to the schedule so we could take care of them. At the time you called in, we were squeezing homeowner’s in to what we call a “today” spot. This spot ensures that you will be seen, but as we are squeezing you in an already filled schedule, you would get a 30-minute call ahead when the technician was available. You requested to have a specific time frame instead, which is why you were scheduled out to Friday. Friday, the 24th, was the first day we had available with a set time frame that we could offer you. We did not have any time frames available until Friday, which is why you were scheduled on that day originally. You were in fact rescheduled for the 22nd of June, which again, was in what we call a “today” time frame as there were still no time frame appointments available – we were squeezing you in.On the 22nd, you were on schedule with the technician, and he did in fact make his attempt to call and confirm the appointment. Unfortunately, after working for almost 15 hours, he mistakenly called a different homeowner who then said her unit was working. This is how your call ended up being cancelled. We do apologize for this unfortunate event. We did manage to get you back on the schedule and you had your warranty appointment on the 23rd Of note, when extreme conditions occur, and we are inundated with requests for service, homeowners such as yourself, with a Builder Warranty, do get priority service, and we do try to accommodate requests for time frames, when the schedule allows for it. Calls are answered, and scheduled on a first come, first serve basis, and unfortunately, sometimes those “time frame” appointments are all utilized,but in order to squeeze you in to the system, we schedule your appointment and fit you in.
Again, we do apologize for any inconvenience you felt related to your missed appointment, and would like to offer you our CAP maintenance plan for one year. The CAP Maintenance plan will cover two maintenance visits for the year. Maintenances performed before the start of the change of the season can often times eliminate unexpected breakdowns. This maintenance plan will also help maintain your manufacturer warranty as they do require at least one maintenance a year. Please contact us if you would like to set this up.Respectfully,Damon B[redacted]VP of Residential Sales and Service

THANK YOU CHAS ROBERTS !!!

Yesterday I placed a call about my r/o system not working and Chas had me scheduled within 24 hours. your technician joe showed up on -time and had given me a full explanation of what was wrong and how me needed to correct issue . ( thanks Joe )

I decided to just replace the system as this one was 8 yrs old he called his supervisor Ken

and they came up with a very decent price ( thanks Mr Ken ) after discussing price he then ordered system and told me he could install next day which was awesome as I have alot of family coming into town this weekend . thanks again for quick service MR Ken.

David King

Please find attached the response to complaint [redacted].

We have used Chas Roberts for almost 5 years now and have always been very happy with the quality of service and professional attitude of everyone we have dealt with.

Thank you again.

This company misses appointments, has very rude technicians, comes 2 hours late for appointments

Very unreliable, they fix my unit half way. I was charged me $504.02 for a new motor and they took off without telling me the coil & filter was dirty. It broke down again, so I got a different company to look at it and it was finally fix right. I will never recommend or use Cash Roberts again.

I just wanted to share my negative experience with Chas Roberts. I just bought this brand new house which I had it build and closed on January 29, 2016 and today which is 6/6/2016 my air conditioning broke down since Saturday the 4th and has not been fixed yet. I am in Az and the temp is up to 114 and had to call this company because the warranty is with them but didn't get any help yet. I have called them 8 times and every time they tell me someone will call me back and now one does. I have an elderly and children living with me but they don't seem to care about that. I will never recommend this company to anyone they don't care about the customer at all.

Our serviceman Daniel was very professional even offered to stay in hot house rather than seat in air condition ruck while he waited for replacement part to be dropped off. After offering him a cold drink many times he finally asked if we would mind if he accepted a cold Coke. It was reassuring that when he returned after several visits he told us he would not leave our home till we had a functioning air conditioner. We Thank everyone we have dealt with at Chas Roberts for their help & understanding in getting our system operating.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

My a/c went out Tuesday morning. I am 65 with high blood pressure and a pudgy dog. It was 92 in the house. We were suffering. I called several companies here in Phoenix, including Chas Roberts. They were so nice over the phone, and gave special attention to the health situation we were in. They worked me into their schedule yesterday, and Hugo the technician arrived to save the day. It was a capacitor, and he replaced it quickly. He was so kind and courteous and the price was $200 less than the other guys. I felt badly that he had to crawl up on my roof where the unit is, but Hugo said he does it everyday...no biggie. We are happy and cool, and Chas has a customer for life. Thanks!

They said they would only charge me $85, then charged $240.00 and $140 an hour for labor-good Lord-very deceptive business practices-
Pam

We are in receipt of your complaint regarding concerns related to your services calls at the above-referenced property. I have attached copies of the invoices for May 28th, June 2nd, June 6th, June 10th, and June 12th, 2014. After reviewing your complaint, as we ll as the phone calls that were...

placed to request service, and the history of this property, we feel that this issue is related to pricing for work that was not covered by your parts warranty.

Regarding the complaint that you were told that the unit was under warranty and that you would not have to pay for anything; after listening to this call it was determined that perhaps there was a misunderstanding, as that is not what was said. When you had called in, you requested an estimate on repairs. The call taker said that there is no trip charge to give an estimate on repairs, but we did not have pricing in the office. You agreed to set up an appointment and asked for information about your warranty. The call taker then gathered your property address and looked in the system to find that you had a 5 year manufacturer's part warranty. She explained that this covered the parts and that service and labor would still be payable at this time. It was at this time that she scheduled an appointment for us to go out on the same day you called, the 28th of May.

On May 28th, 2014, a technician went out to the property to assess the system not cooling. At this time, he noted the run capacitor was bad, so he replaced it. The amount you were charged was for a run capacitor with a parts warranty. At this time, you could have declined to have the repair done, but you did move forward with it. At the time the technician left your property, he had spent over an hour there and left with the system cooling properly.

You had called in again on the 1st of June, indicating that the unit was giving you issues again. Our call taker scheduled you the first available appointment, which was June 2nd. After listening to this phone call, it was determined that again, the call taker said you would not be charged for the trip charge. It is not in our call center's discretion to "waive" the cost of a repair since they are not qualified technicians. If the issue with your system, as you indicated you felt in your phone call, was related to a failed part that had been replaced on the 28th, there would not have been a charge to fix this issue. This was not the case.

On the 2nd,a technician went out to your property and determined that the fan motor was going out. He also let you know that the cost of your prior repair would be deducted from the cost of the motor replacement. You were quoted $190.51, which is the cost to replace a motor with a parts warranty, minus the prior repair of $113.50. It was also noted on the ticket that you were going to contact us when you were ready to move forward with the install of this part. Typically, parts are not ordered until the homeowner is ready to set a date to move forward with the installation of the part. This reduces the chance of purchasing a part that will not be used. We do not give parts to other properties as each part request is completed on the property that it belongs to. This way we can track which property has had what part replaced. At the time of your service call on the 2nd, we were pending confirmation from you to move forward with the part with a scheduled date.

On June 6th, 2014, the same technician went out to replace the fan motor. After replacing the fan motor, he informed you that the compressor was overheating. After waiting for the compressor to cool down, he noted that this was also bad and needed to be replaced. The cost to replace a compressor, with the parts warranty you have, as well as the $500 compressor allowance your builder gave you with the home is $1266.60. The supervisor, understanding your frustration, then authorized this replacement for $500, rather than the $1266.60, that is our flat-rate pricing. At this time, the compressor was ordered.

On June 10th, the technician went out to replace your compressor and noted at that time that the TXV in the system was bad. The cost to replace a TXV, with a 5 year parts warranty is $876.38. You were not charged for this item. At this time, the TXV was ordered for your property.

On June 12th, the technician went out to your property and replaced the TXV at no cost to you. He pressurized the system to check for leaks, added refrigerant, and left with the system operating properly.

Although we understand your frustration given our climate in Arizona, the repairs and charges you received were well within an acceptable time frame and you were more than adequately compensated by the amount you were actually invoiced for the work.

You contacted us initially for an estimate for repairs, you were given an appointment the same day. You contacted us on the 1st of June, and had the first available appointment on the 2nd of June. All the subsequent service calls were related to obtaining the parts to repair your system. Although we have well-stocked trucks, we do not carry all parts on them. The wait time you experienced was in obtaining parts - not due to lack of service or inability to repair your system. In order to fully diagnose a system, one repair must be completed to move forward and look at the rest of the system. At the time of your initial service call, the technician replaced the run capacitor and noted the unit was running correctly. It ran correctly for you, until the 1st, when you contacted us again. The subsequent calls all identified issues, once the prior repair was completed.

Regarding the charges you received, the supervisor did give you an extensive discount. All total, you should have paid $2.333.49 for all the repairs you received, which includes your credit for the run capacitor, as well as your $500 compressor labor allowance. You paid $804.01.

You were informed at the time of your call that you had a 5 year parts warranty, but that labor and service were not covered. There was no surprise with the charges as you were made aware that there was no cost to diagnose, but that service and labor were payable.

Unfortunately, in this industry contractors are sometimes put in a difficult position. Typically, Chas Roberts will go out and diagnose the unit, and find the most cost-effective way to help resolve our customer's issue. We do not make a practice of stacking charges that may or may not be necessary and incur additional financial costs to the customer if unnecessary . If we had recommended to replace all these items up front, and on the off-chance it turned out to be just the run capacitor that was faulty, the customer would not have been pleased.

As an afterthought- your equipment does not have any recorded maintenance checks in our system. This could have potentially identified any issues with your system prior to it going down.

Respectfully,

I scheduled my AC service appointment a month in advance. They were supposed to come today to do annual service between 9am and 12pm. I am at work, but my mom was home all day. They have both of our phone numbers. They left a voicemail message on my phone at 8:38am saying I needed to call to confirm service. I didn't get the message right away since I am at work. I called at 9:49am and told them I was confirming the appointment and that my mom would be there all day and to please call her because I was at work and unable to answer my phone. I went to a meeting, came back to my desk to find they left another voicemail message on my phone at 10:48am saying since they haven't heard from me if I don't call by noon they are cancelling. I called back at around 1pm and told them again the whole story. I also discovered during this whole day that my mom had also called them twice and told them she is home all day and to come. This is an example of extreme disorganization and poor customer service. I assume they are not going to show up today, which means I now have to call and find another company to come service my AC unit and will probably have to wait weeks again.

We are satisfied with the service to check out AC and Furnace.......serviceman called ahead and arrived when scheduled.

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Dear Mr. [redacted],We are in receipt of the complaint regarding the above-referenced property. We respectfully ask that this complaint be removed as beyond purview as it is unreasonable to complain about not receiving a call back when all callers were being informed that there were no...

service appointments available.Callers that have a Builder Warranty, Chas Roberts’ Warranty, or CAP Maintenance Plan, or callers with illnesses, elderly or children, and callers with one air conditioning unit were given priority.All calls were responded to in the order they were received. Given the extreme temperatures, as well as the volume of calls, it was not unheard of to not receive a call back as quickly as many homeowners wished, based on the volume of calls. This is the reason why callers were informed that there were no service appointments available, so they could call other contractors.We did in fact contact Mr. [redacted], but he did not answer his return call. By the time he had called back in, he went to the end of the queue. Again, with the volume of messages, and certain customers taking priority – all calls were responded to in the order they were received. If homeowners failed to answer their phone upon the call back, they were in fact moved to the back of the queue.
Of special note, Mr. [redacted] actually has two units on his home, which would have not made him a priority in this extreme heat, as well as a manufacturer parts warranty. This warranty can be honored by any licensed contractor as it is a manufacturer warranty. If at any time he was not happy with having to wait, he was more than welcome to contact another service provider.Respectfully,Damon B[redacted]VP of Residential Sales and Service

Very fast and professional service. We are under a heat advisory and was concerned about how long it might take to get serviced and didn't take long at all and under warranty!!! Very happy and nice employees