** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 until for the business to perform this action and, if it does, will consider this complaint resolved.It is important to note that I have never received a check, as the provider mentionedI wonder when it was sent????
Regards,
Amy S***
I have paperwork from *** *** ***e where my father, *** ***, paid for the Sure Climate Extended Warranty Agreement in advanceIt was not provided as "free" as Orangutan previously stated to the Revdex.comI am hereby requesting that Orangutan provide my father and myself with a detailed copy of the purchase agreement stating the full amount he paid.Additionally, there is a ten year Extended Warranty on the outside *** A/C model number ***/serial number *** and a ten year Extended Warranty on the inside/air handler model number ***serial number *** As stated in the warranty each unit has the equipment covered for years: COMP., PARTS, LABOR Coverage ends on 7/16/2019.Furthermore, the service call on 06/28/was to be no charge due the warranty agreementI had to argue with the service technician Sean and speak to his supervisor via telephone to clear this matter upJeff did offer to have the air handler unit replaced but only if it was still covered under the *** Manufacture warrantyThat is void but the Sure Climate Extended Warranty is written for ten yearsTherefore, the Trane Warranty should be overwritten due to the extended ten year warranty by Sure Climate.Finally, on the back of the Sure Climate Extended Warranty it clearly states where policy holder is entitled to a prorated refund of the warranty agreementThis is stated in Section F: Policy Holder's Options, #2.It should also be noted that the repair technician, Sean, informed me that "most of the Sure Climate warranties were thrown out when Orangutan took over *** *** ***eWe do not honor themThe people are just out their money." He is the one that informed me that my father paid $1,for the extended warranty. On a final note, I informed your staff multiple times that I have Power Of Attorney for my father
AS Mr*** stated he purchased the Lennox system on 6/11/2014, it came with the standard manufactures warranty of years compressor and parts warranty, year labor warranty. Mr***’s labor warranty expired on 6/11/2015. Any repairs needed the homeowner would have to pay
labor charges. On 6/19/Mr*** called in at 5:pm to schedule a service call for his unit not cooling, OHS booked his service call for 6/20/at 10:am with a $diagnostic fee. At 7:am 6/20/Mr*** called in a cancelled the service call, stated he had another company out the night before and had it repaired. On 8/1/Mr*** called in stating he need another service call for water leaking off his roof from the HVAC system, he sent in some pictures of his drain pan with a broken piece on the for the PVC fitting. From the picture it looked as if someone had cut the piece out by the very square shape missing, either way we told him we would come out to his house to inspect the unit. We informed him there would be a charge for the repair because he only had the manufacture warranty covering parts not labor. He chose to use the other company again. Regardless of whatever company Mr*** chooses to use he would have to pay labor fees. We will not pay the fees he had to pay the other company, he would have to pay those charges even if he went with Orangutan for the repairs based on his warrantyScott W*** Director of Services
I spoke to Mr *** and explained that the coil itself was covered under warranty. The cost of labor to replace the coil, Freon, nitrogen, flush, filter dryer, reclaiming and pressurizing the unit per EPA spec's is not covered. In our recorded conversation Mr. *** agreed
that he did not have a labor warranty and agreed these charges should be there, however, he thinks because we did not itemize theinvoice he should not have to pay. I have a signed invoice agreeing to the work. Mr*** knew what the charges were for before we started work and now that the work is complete and his unit isworking. I had already offered to discount the repair by $but he refused he wanted $off. My offer off $still stands but Mr*** knew exactly what the charges before the work was before itwas completed and is just trying to get work for free. I can provide the recorded conversation if needed
I spoke to Mr***, explained Trane did not have the parts in stock, it was out of our control to get them from Trane. I explained they have a labor warranty until 6/24/and they have a parts and compressor warranty from Tran until 6/24/25, so there was no charge for the repairs
today. We are installing the part 6/22/
Mrs*** will not allow us to call her to resolve her concerns. We have a warranty on her unit so no matter what the problem is we will fix it at no cost. If Mrs*** allows us to contact her we will send our Field Service Manager to her home to check the unit and repair anything that is wrong, again at no charge. We still have not seen these problems for ourselves since we have not been to her home since June 2015. We will stand behind any work we have done and correct any problems but she has to give us the opportunity to do so or there is nothing else we can do. Please try and have Mrs*** allow us call her so we can resolve this problem. Doing everything the US Mail is too long of a process
I have had such nightmares dealing with this company I had to call another company to fix what mess Orangutan left me with regarding my unitBruce's Air Condition gave me a bid of $and I was told that the unit in my house was indeed not working properly and they have never seen such a poor job of installing a unit. My Freon was still leaking and they found several other repairs they had to do. I did write Orangutan that I needed my unit fixed and was tired of hearing from them. I asked them to put everything in writing because I believe they have not been truthful or reliable about their work. I do not wish them to come in my home again I would rather just have them cancel my contracts with them and for them to pay Bruce's what they have cost me.Thank-you in advance for any help,*** ***
Mr*** to advantage of our our $Tuand he is correct that a Tuat any cost does not include an indoor coil clean, that is either purchased separately or join our VIP program where we check the unit times a year, and do all the inspections of a Tuand include the indoor coil
cleans Our technician did all the inspections the $tune - up covers and made recommendations to replace the old compressor start assist He also left a few options to look at if the customer wanted to replace Attached you will find the invoice of what was completed and offered on the $tune - upWe did call the *** residence while the technician was still in the home and offered a complimentary year VIP program so that they can try out our full service for the next year To resolve Mr*** complaint I will refund his $to his Discover card, (will take a few days to process) however, I will also cancel the complimentary VIP program we extended at this time
I left a message for Mrs*** today 7/5/to explain the invoice shows the extended warranty was given at "No charge". I am mailing a copy of the invoice and the *** warranty that we registered for her father in Also, Orangutan Home Services has honored every Sure Climate Warranty since changing names from American Home MaintenanceUnfortunately, we still have to follow the rules of Sure Climate Warranty and prove sure the units have regular maintenance or they will deny the warranty. Sure Climate and all Manufacture warranties have this same stipulation because the number one reason A/C units fail is dirt. It is no different then buying a new car, driving 50,miles and never changing the oil. When the servicing dealer sees the dirty oil they will probably deny a warranty repair if the engine breaks down. Again, the offer to discount the repair is still available, but as a company we cannot cover the full cost of the repair because the homeowner did not do the proper maintenance
The manufacturer did reimburse us for the part that is what the warranty is for. The cost of labor, Freon, administration, fuel, insurance, and all other relative cost are built into our pricing not to mention profit.The fact that we did not itemize the invoice does not discount the cost to replace the part. Mr*** has every right to shop the cost of a repair before the work is done. His warranty can be honored by any authorized Rheem dealer. I will offer a $customer good will credit from the repairs made but this is a one time offer and after today there will be no offers made
Talked to customer, addressed his concerns, went through the issues with the Trane hard start we was suppose to get Trane does not make a Hard start for his yr old model, extended his maintenance agreement for an additional years for all his troubles
To Whom it may concern, In regards to complaint #***, I have attempted to contact *** *** the last days on May 28th, I called the customer and somebody picked up the phone but did not say anythingI also called on May
29th, and the call was sent to voice mailIf you have any questions please contact me at the information below.Thank You,*** ***Director of Service and InstallOrangutan *** Service's
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10661497, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I just got back from vacation and was out of touch with the status of this complaintThe recorded response by Orangutan rep Jeff L*** on 6/was accurate, but did not provide closure to the complaintI did call MrL*** back on 6/to provide my feedbackHe was unavailable I then talked to Moe at Orangutan on 6/requesting that I wanted a written response to the items addressed in the formal complaintAs of this date I have not received a written apology nor a written response to the items addressed in the formal complaintI figured by the time I got back from vacation I would have had something in writing from OrangutanNo So!
Regards,
*** ***
On Friday 4/29/we did credit the credit card back $300.00. Today 5/2/we will refund the balance including the diagnostic fee. We do apology for our technician using the word "deductible". We do not know why he used it and has been reprimanded for writing that. Under the
guide lines of the Sure Climate Warranty there are services that are not coveredIn the case of the repair need at the *** home Item on the agreement states Consumable products such as Nitrogen, Soider, Lubricants are not covered. Number Refigerant recovery or disposal are also not covered. That is what those charges are forWhen Scott explained the wrong wording on our technicians part he did credit the $to the credit card for the mistakeThe charges that we pass onto the customer are the items Sure Climate does not cover and are real cost to the company. There was no intension to mislead Mrs*** in any way just an employee that for some unknown reason wrote the invoice wrong
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 issue was never resolved. I made several appointments with the vendor but the work was never completed. I purchased my AC from the vendor through *** *** *** *** *** has offered to reimburse me in part for the incomplete work and the resulting damage*** *** is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor
Regards,
*** ***
Mr***, I do apologizes for what seems like I was accusing you of cutting or breaking your drain pan, that was not my intentions The picture you sent over showing the broken drain pan is not typical of what we normally see I knew you had another company out in June to service your down unit and didn't know what they had repaired at that time I did not mean to disrespect you in any way and do sincerely apologize for coming across that way I do hope that in the future we can somehow earn your trust and business back.Scott W***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10661497, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes, the letter sent by Jeff L***, General Manager at Orangutan dated July 31st was received on August 5thFYI: The letter stated an apology as promised and extended our Preventative Maintenance Agreement to June My specific request to get a written response to all the items I outlined in my original Revdex.com complaint was never responded to as I askedI guess this will never happen!
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
They have not resolved the complaint and have stopped returning my call I made the original purchase as a referral from *** *** *** *** and I understand that *** *** is no longer partnering with Orangutan.They have three times told me they would do something and three times failed to do what they said they would do.They have not resolved the issue and to my knowledge are making no attempt to resolve
Regards,
*** ***
I spoke to Mr.*** on 8/14/15. We did have service technicians that verified the noise is normal. However, I am going to install a compressor blanket at no charge to see if that helps. If not we will have a Trane representative meet us at his house to check the noise from the
unit
** *** *** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** ** *** *** ***
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 until for the business to perform this action and, if it does, will consider this complaint resolved.It is important to note that I have never received a check, as the provider mentionedI wonder when it was sent????
Regards,
Amy S***
I have paperwork from *** *** ***e where my father, *** ***, paid for the Sure Climate Extended Warranty Agreement in advanceIt was not provided as "free" as Orangutan previously stated to the Revdex.comI am hereby requesting that Orangutan provide my father and myself with a detailed copy of the purchase agreement stating the full amount he paid.Additionally, there is a ten year Extended Warranty on the outside *** A/C model number ***/serial number *** and a ten year Extended Warranty on the inside/air handler model number ***serial number *** As stated in the warranty each unit has the equipment covered for years: COMP., PARTS, LABOR Coverage ends on 7/16/2019.Furthermore, the service call on 06/28/was to be no charge due the warranty agreementI had to argue with the service technician Sean and speak to his supervisor via telephone to clear this matter upJeff did offer to have the air handler unit replaced but only if it was still covered under the *** Manufacture warrantyThat is void but the Sure Climate Extended Warranty is written for ten yearsTherefore, the Trane Warranty should be overwritten due to the extended ten year warranty by Sure Climate.Finally, on the back of the Sure Climate Extended Warranty it clearly states where policy holder is entitled to a prorated refund of the warranty agreementThis is stated in Section F: Policy Holder's Options, #2.It should also be noted that the repair technician, Sean, informed me that "most of the Sure Climate warranties were thrown out when Orangutan took over *** *** ***eWe do not honor themThe people are just out their money." He is the one that informed me that my father paid $1,for the extended warranty. On a final note, I informed your staff multiple times that I have Power Of Attorney for my father
AS Mr*** stated he purchased the Lennox system on 6/11/2014, it came with the standard manufactures warranty of years compressor and parts warranty, year labor warranty. Mr***’s labor warranty expired on 6/11/2015. Any repairs needed the homeowner would have to pay
labor charges. On 6/19/Mr*** called in at 5:pm to schedule a service call for his unit not cooling, OHS booked his service call for 6/20/at 10:am with a $diagnostic fee. At 7:am 6/20/Mr*** called in a cancelled the service call, stated he had another company out the night before and had it repaired. On 8/1/Mr*** called in stating he need another service call for water leaking off his roof from the HVAC system, he sent in some pictures of his drain pan with a broken piece on the for the PVC fitting. From the picture it looked as if someone had cut the piece out by the very square shape missing, either way we told him we would come out to his house to inspect the unit. We informed him there would be a charge for the repair because he only had the manufacture warranty covering parts not labor. He chose to use the other company again. Regardless of whatever company Mr*** chooses to use he would have to pay labor fees. We will not pay the fees he had to pay the other company, he would have to pay those charges even if he went with Orangutan for the repairs based on his warrantyScott W*** Director of Services
I spoke to Mr *** and explained that the coil itself was covered under warranty. The cost of labor to replace the coil, Freon, nitrogen, flush, filter dryer, reclaiming and pressurizing the unit per EPA spec's is not covered. In our recorded conversation Mr. *** agreed
that he did not have a labor warranty and agreed these charges should be there, however, he thinks because we did not itemize theinvoice he should not have to pay. I have a signed invoice agreeing to the work. Mr*** knew what the charges were for before we started work and now that the work is complete and his unit isworking. I had already offered to discount the repair by $but he refused he wanted $off. My offer off $still stands but Mr*** knew exactly what the charges before the work was before itwas completed and is just trying to get work for free. I can provide the recorded conversation if needed
I spoke to Mr***, explained Trane did not have the parts in stock, it was out of our control to get them from Trane. I explained they have a labor warranty until 6/24/and they have a parts and compressor warranty from Tran until 6/24/25, so there was no charge for the repairs
today. We are installing the part 6/22/
Mrs*** will not allow us to call her to resolve her concerns. We have a warranty on her unit so no matter what the problem is we will fix it at no cost. If Mrs*** allows us to contact her we will send our Field Service Manager to her home to check the unit and repair anything that is wrong, again at no charge. We still have not seen these problems for ourselves since we have not been to her home since June 2015. We will stand behind any work we have done and correct any problems but she has to give us the opportunity to do so or there is nothing else we can do. Please try and have Mrs*** allow us call her so we can resolve this problem. Doing everything the US Mail is too long of a process
I have had such nightmares dealing with this company I had to call another company to fix what mess Orangutan left me with regarding my unitBruce's Air Condition gave me a bid of $and I was told that the unit in my house was indeed not working properly and they have never seen such a poor job of installing a unit. My Freon was still leaking and they found several other repairs they had to do. I did write Orangutan that I needed my unit fixed and was tired of hearing from them. I asked them to put everything in writing because I believe they have not been truthful or reliable about their work. I do not wish them to come in my home again I would rather just have them cancel my contracts with them and for them to pay Bruce's what they have cost me.Thank-you in advance for any help,*** ***
Mr*** to advantage of our our $Tuand he is correct that a Tuat any cost does not include an indoor coil clean, that is either purchased separately or join our VIP program where we check the unit times a year, and do all the inspections of a Tuand include the indoor coil
cleans Our technician did all the inspections the $tune - up covers and made recommendations to replace the old compressor start assist He also left a few options to look at if the customer wanted to replace Attached you will find the invoice of what was completed and offered on the $tune - upWe did call the *** residence while the technician was still in the home and offered a complimentary year VIP program so that they can try out our full service for the next year To resolve Mr*** complaint I will refund his $to his Discover card, (will take a few days to process) however, I will also cancel the complimentary VIP program we extended at this time
I left a message for Mrs*** today 7/5/to explain the invoice shows the extended warranty was given at "No charge". I am mailing a copy of the invoice and the *** warranty that we registered for her father in Also, Orangutan Home Services has honored every Sure Climate Warranty since changing names from American Home MaintenanceUnfortunately, we still have to follow the rules of Sure Climate Warranty and prove sure the units have regular maintenance or they will deny the warranty. Sure Climate and all Manufacture warranties have this same stipulation because the number one reason A/C units fail is dirt. It is no different then buying a new car, driving 50,miles and never changing the oil. When the servicing dealer sees the dirty oil they will probably deny a warranty repair if the engine breaks down. Again, the offer to discount the repair is still available, but as a company we cannot cover the full cost of the repair because the homeowner did not do the proper maintenance
The manufacturer did reimburse us for the part that is what the warranty is for. The cost of labor, Freon, administration, fuel, insurance, and all other relative cost are built into our pricing not to mention profit.The fact that we did not itemize the invoice does not discount the cost to replace the part. Mr*** has every right to shop the cost of a repair before the work is done. His warranty can be honored by any authorized Rheem dealer. I will offer a $customer good will credit from the repairs made but this is a one time offer and after today there will be no offers made
Talked to customer, addressed his concerns, went through the issues with the Trane hard start we was suppose to get Trane does not make a Hard start for his yr old model, extended his maintenance agreement for an additional years for all his troubles
To Whom it may concern, In regards to complaint #***, I have attempted to contact *** *** the last days on May 28th, I called the customer and somebody picked up the phone but did not say anythingI also called on May
29th, and the call was sent to voice mailIf you have any questions please contact me at the information below.Thank You,*** ***Director of Service and InstallOrangutan *** Service's
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10661497, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I just got back from vacation and was out of touch with the status of this complaintThe recorded response by Orangutan rep Jeff L*** on 6/was accurate, but did not provide closure to the complaintI did call MrL*** back on 6/to provide my feedbackHe was unavailable I then talked to Moe at Orangutan on 6/requesting that I wanted a written response to the items addressed in the formal complaintAs of this date I have not received a written apology nor a written response to the items addressed in the formal complaintI figured by the time I got back from vacation I would have had something in writing from OrangutanNo So!
Regards,
*** ***
On Friday 4/29/we did credit the credit card back $300.00. Today 5/2/we will refund the balance including the diagnostic fee. We do apology for our technician using the word "deductible". We do not know why he used it and has been reprimanded for writing that. Under the
guide lines of the Sure Climate Warranty there are services that are not coveredIn the case of the repair need at the *** home Item on the agreement states Consumable products such as Nitrogen, Soider, Lubricants are not covered. Number Refigerant recovery or disposal are also not covered. That is what those charges are forWhen Scott explained the wrong wording on our technicians part he did credit the $to the credit card for the mistakeThe charges that we pass onto the customer are the items Sure Climate does not cover and are real cost to the company. There was no intension to mislead Mrs*** in any way just an employee that for some unknown reason wrote the invoice wrong
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 issue was never resolved. I made several appointments with the vendor but the work was never completed. I purchased my AC from the vendor through *** *** *** *** *** has offered to reimburse me in part for the incomplete work and the resulting damage*** *** is also working with me to transfer remaining service and warranty to a different vendor as I have lost confidence in this vendor
Regards,
*** ***
Mr***, I do apologizes for what seems like I was accusing you of cutting or breaking your drain pan, that was not my intentions The picture you sent over showing the broken drain pan is not typical of what we normally see I knew you had another company out in June to service your down unit and didn't know what they had repaired at that time I did not mean to disrespect you in any way and do sincerely apologize for coming across that way I do hope that in the future we can somehow earn your trust and business back.Scott W***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10661497, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Yes, the letter sent by Jeff L***, General Manager at Orangutan dated July 31st was received on August 5thFYI: The letter stated an apology as promised and extended our Preventative Maintenance Agreement to June My specific request to get a written response to all the items I outlined in my original Revdex.com complaint was never responded to as I askedI guess this will never happen!
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
They have not resolved the complaint and have stopped returning my call I made the original purchase as a referral from *** *** *** *** and I understand that *** *** is no longer partnering with Orangutan.They have three times told me they would do something and three times failed to do what they said they would do.They have not resolved the issue and to my knowledge are making no attempt to resolve
Regards,
*** ***
I spoke to Mr***, we have necessary repairs scheduled for 4/20/
I spoke to Mr.*** on 8/14/15. We did have service technicians that verified the noise is normal. However, I am going to install a compressor blanket at no charge to see if that helps. If not we will have a Trane representative meet us at his house to check the noise from the
unit