I spoke with Mrs. [redacted] on 12/11/15, explained we have not received a letter from her so we were unaware of the problem. She agree to email the invoice to us and we will reimburse her.
Sorry about the issues you had with the new install, I see we did the install corrections 6/23/16 and the last thing we need to do is the drywall repairs. I will have my Drywall people call you Monday morning to schedule the repairs. Please let us know if there is anything else you need...
us to take care of and again sorry for the issues you had. Thank you Scott with Orangutan Home Services.
Orangutan Home Services has been to the [redacted] home 8 times in the last 3 months. On 5/8/15, we were called to the home for service we found a bad blower motor. We temporarily got the unit running because the blower assembly was breaking apart. The unit is 9 years old, parts are...
harder to find. We returned on 5/19/15 to install the blower motor. We than returned on 5/28/15 to install the blower assembly. We returned 6/28/15 to check the blower assembly because it was noise. Turns out the blower assembly we installed was defective, so we returned on 7/16/15 to install a new assembly and motor.On 7/23/15 we were called for service again, this time the problem was found to be a bad condensing fan motor. On 8/27/15 we were called out for service for the unit not working, we found the unit running properly at that time. The last call was on 8/31/15 we were called out again to find that the customer stated the thermostat would jump temperature in the middle of the night which was caused by the hold program ending and the temperature going to the programed time. Through all of the issues with the unit, the customer was not charged. we did not even charge for the last two calls that we found everything operating properly. When we were at the home on 8/31/15, [redacted], we believe it is [redacted] mother, told us the house has never been through an inspection by a potential buyer. We also noticed over the last month or longer there was no furniture in the house not even a refrigerator. The problems with the [redacted] unit where all warranty issues. We do not make the parts we just replace them. On the Orangutan Home Services [redacted] page, **. [redacted] on 8/29/15, states that his problems started when our technician broke the blower motor on a routine maintenance call. However, The last maintenance call [redacted] received was on 2/10/15 and the blower motor failed on 5/8/15. This is again a 9 year old unit and parts will start to fail on it.
I spoke to [redacted] on 9/28/15 at 8:15 am. I explained that Orangutan Pest Control was sold to new owner in 2013. Orangutan Home Services does not manage or have any control over the pest control Services. I did tell her I will speak to the owner of Orangutan...
Pest Control, [redacted] and he will call her today to resolve.
We asked for refund of remaining Parts & Labor Contract which Orangutan has agreed to and also refund for service call from another company that we had to call to get our furnace operating. Only waiting for invoice from that other company which is expected within 1 to 2 days.
Mr. and Mrs. [redacted], we are sorry for all the problems and issues you have had with the new HVAC install. We know the dry out has been completed, the damaged drywall has been replaced and textered. The damaged countertops have been removed and a temparary sink has been installed....
The new countertops are on order and about 5 weeks out. As soon as countertops are installed we will be out to paint the drywall too. We are trynig to get the countertop people to get them for us qicker. The insulation that needs to be redone is scheduled for Wed. 6/29 after 3:00. Please let us know if there is anything else that you see needs to be taken care of in the meantime. Again sorry for the incoinveince and we are doing our best to get this resovled for you as quickly as possible. Thank you, Scott with Orangutan Home Services.
Mrs. [redacted] did purchase her unit on 11/24/14. It came with a manufacturer 10 year parts, 10 year compressor warranty and a 1 year labor warranty. The labor warranty expired on 11/25/15. Any repairs after this time that are not covered by the Rheem, the manufacturer, would be an...
expense to the home owner. We did discount the repair from our normal price of $1195 for that unit which includes labor, Freon, 411 flush, line dryer, evacuating and reclaiming Freon.
Ms [redacted]Thank you for your response The only item was addressed on Saturday 5/6 was installing the surge suppressor device Chad the tech...
acknowledged that day that the AC unit is not level and there is in fact a gap between the elbow and the unit but he could not address those key issues by himself He texted his manager Dwayne and he relayed to me that day that Dwayne will take care of those either the following Monday or tuesday and also would remove the duct debris from the attic at that timeTherefore I am requesting1. Replace the AC unit stand so it can be level with a stand where the short side is 1 inch lower to achieve level over the roof pitch2. Adjust/replace duct elbow to properly fasten to the unit to eliminate the gap3. Remove old duct pieces left by crew in the attic and inspect installation work for correctnessThank you [redacted]Sent from my iPhone
I left a second message for Mrs. [redacted] on 6/29/16. She has not returned either call yet to try and resolve this situation. However, her feeling is that an A/C should not brake within the first 5 years and that is just not possible. We repair hundreds of systems a month that are under 5 years old. In Arizona with the heat and dirt our a/c units take a lot more abuse than most parts of the country. This is why the manufacture gives the consumer a 10 year warranty on the parts. Orangutan Home Services gives a 1 year labor warranty but after that we have to charge for repairs or there would be no way to stay in business. I understand Mrs. [redacted] is upset about the repairs and we have discounted the repairs as much as we can.
[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 11692744, 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.Even though Arangutan's statement was not entirely accurate - they did not insure that we had cooling during the entire process - we are accepting this ressolution because we do not want to deal with that company ever again. However, if the refund is not calculated properly, we will submit another claim with the Revdex.com.
Regards,
[redacted]
Our records indicate on 8/25/2008 we quoted Mrs. [redacted] about purchasing a 1 Ton Mini split. She has been in our data base since then. On 8/2/17 one of reps did call her phone for 4 seconds and hung up or it was disconnected. They did call back and Mrs. [redacted] stated she was on the...
do do not call list. We told her would remove her from our data base and would not call her again. Mrs. [redacted] preceded to call our office back on 8/2/17 - 8/3/17 over ten times. Every call from her was screaming and abusive language. She threatened to kill one of my employees. She has made numerous threats and there is nothing more we can do to settle this complaint. Mrs. [redacted] asked for me to call back so I did on 8/3/17 where she proceed to continue threatening and using profanity then hung up. We have ALL of our conversation over the phone that we can provide for anyone to listen to. Mrs. [redacted] is claiming that our company called her at 10:59pm on 8/2/17. Our office is closed at 7pm every night. The number she told us called here, we looked up on line and found it to go to a school. If Mrs. [redacted] continues to harass our employees we will file a complaint with the local police department.
Scott our Service Manager explained the charges to Mrs. [redacted] yesterday the charges for the services we performed. The 50/5 run capacitor was covered under warranty so there was no charge for that part. We added a hard start relay for the compressor that was $366.00 and We...
added A/C Renew, a lubricant that aids the operation of the TXV and helps prevent them from failing. The hard start assist and A/C Renew are parts not covered under any waaraty.
Mrs. [redacted] lives in the City of [redacted], AZ [redacted]. In order for Orangutan Home Services to maintain our high service standards, we had to scale down some areas we used to service. [redacted] is too far out of Tucson to ensure this proper service. We spoke to Mrs. [redacted] and explained...
this to her and did inform her we will be sending her a refund for $305.00 for the unused portion of her maintenance program. Mrs. [redacted]'s son [redacted] is the one who filed the complaint and we did explain the same thing to him. It does state in the maintenance agreement, it can be canceled at anytime. This in no way affects their manufacture warranty for the unit. Any authorized Trane Dealer can service their unit. The compressor is covered from Trane until 9/26/18, the parts warranty expired on 9/26/13, and the Heat Exchanger warranty expires 9/26/28. There is no labor warranty, it expired on 9/28/09.
Talked to Scott from orangutan. He claims he can fix everything with his co but we have no faith in his company. He already was given info regarding receivers wrecked by humidity caused by flooding in apt and he would look at possibly replacing that but he already was given info by husband of where they went to. My husband is waiting on final bill of repairs could be as high as $1300. Orangutan unwilling to have another co fix air conditioning unit and other damages. They want to do themselves but we do not have faith in his co and are afraid other damages could occur and he cannot guarantee nothing will go wrong. They are unwilling to let my husband out of the finance package. Scott is blaming air conditioning not working properly on lack of insulation in apt. We had an older unit that cooled Lower than 90 degrees when it was working.
good morning Marissa,I am sending this email per our conversation on Monday 5/16/16, regarding case #[redacted]. In brief, I would like Orangutan to compensate me $2650, rather than $1900, as their flier/sales info stated the price for the Aeroseal Duct Sealing. In addition, since the company has not followed up with fixing and cleaning up their mess along the vent registers and walls of my house, I would prefer they compensate me $200 to clean, caulk, and repaint. I think this is the very least they can do, considering the mess they left, the time I have taken off work to sit and wait for no one to show (repeatedly), and because I will have to hire a 'handy man' to help me with this.Please let me know if you have any other questions. I look forward to hearing from you.[redacted]
Revdex.com:
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,
[redacted]
On 7/15/09 American Home Maintenance( Now Orangutan Home Services) Sold and installed a new A/C unit for Henry [redacted]. At this time Mr. [redacted] signed the paperwork and to our knowledge there was no power of attorney. On 3/24/10 we performed routine maintenance on Mr. [redacted]'s a/c...
unit. That was the last time we have heard from him. We did not perform any other maintenance or even serviced the unit from 3/24/2010 to 6/28/2016. We did include a 10 Year Sure Climate Warranty with the unit at no charge. Because we gave the warranty for free (as stated on the contract)there is no prorated amount to cancel. The Sure Climate Warranty has stipulations to keep the warranty enforced. Section E number 3 and 5 of the Terms and conditions of the Sure Climate Warranty states policy holder must maintain and service to validate equipment's upkeep and must conduct annual maintenance. Also in section G it states any service performed by a Dealer not approved y Sure Climate shall void coverage on the repair. Because of the six years that we had not serviced this system we would have no way of knowing there was a change in the power of attorney. We did not take advantage of Mr. [redacted]. We installed the unit properly and it worked for 7 years in spite of having no regular maintenance or services. I did inform Mrs. [redacted] that the part is still covered under manufacture warranty and did offer to discount the repairs if she chose to go forward. I even waived the diagnosing fee and trip charges on the day of the call.
On March 5th Ms. [redacted] purchased a new HVAC system, Aeroseal and attic insulation from Orangutan Home Services. On March 19th OHS installed the new HVAC system, on April 20th the Aeroseal and attic insulation crew went out to the to Ms. [redacted]’s house to do the remainder of the job. ...
The crew performed the pre-test for the Aeroseal; the pre-test showed there was less then 25cfm air loss and no need to do the Aeroseal. There would be no benefit to the customer by performing this service. OHS is sending Ms. [redacted] a check for $1900 for this service not needing to be performed. The techs then installed the attic insulation at the residence. Since Ms. [redacted] purchased everything as a discounted package deal, it took a little longer to figure out the refund amount. We wanted to make sure she got the correct amount back. I (Scott, Director of Services) spoke with Ms. [redacted] on 4/22 and scheduled for a crew to return on 4/26 after 3:00 to straighten some crooked registers and clean off some fingerprints that the last crew left behind. Apparently there was a misunderstanding, Ms. [redacted] was under the impression we would be there at 3:00 and OHS thought we just needed to be there after 3:00, we cannot give exact times since we can’t predict exactly how long the previous job will take, this is why we give windows of time. We can schedule to get back out to Ms. [redacted]’s house at her earliest convenience to complete the last couple of concerns of hers.
Revdex.com:
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,
[redacted]
I spoke with Mrs. [redacted] on 12/11/15, explained we have not received a letter from her so we were unaware of the problem. She agree to email the invoice to us and we will reimburse her.
Sorry about the issues you had with the new install, I see we did the install corrections 6/23/16 and the last thing we need to do is the drywall repairs. I will have my Drywall people call you Monday morning to schedule the repairs. Please let us know if there is anything else you need...
us to take care of and again sorry for the issues you had. Thank you Scott with Orangutan Home Services.
Orangutan Home Services has been to the [redacted] home 8 times in the last 3 months. On 5/8/15, we were called to the home for service we found a bad blower motor. We temporarily got the unit running because the blower assembly was breaking apart. The unit is 9 years old, parts are...
harder to find. We returned on 5/19/15 to install the blower motor. We than returned on 5/28/15 to install the blower assembly. We returned 6/28/15 to check the blower assembly because it was noise. Turns out the blower assembly we installed was defective, so we returned on 7/16/15 to install a new assembly and motor.On 7/23/15 we were called for service again, this time the problem was found to be a bad condensing fan motor. On 8/27/15 we were called out for service for the unit not working, we found the unit running properly at that time. The last call was on 8/31/15 we were called out again to find that the customer stated the thermostat would jump temperature in the middle of the night which was caused by the hold program ending and the temperature going to the programed time. Through all of the issues with the unit, the customer was not charged. we did not even charge for the last two calls that we found everything operating properly. When we were at the home on 8/31/15, [redacted], we believe it is [redacted] mother, told us the house has never been through an inspection by a potential buyer. We also noticed over the last month or longer there was no furniture in the house not even a refrigerator. The problems with the [redacted] unit where all warranty issues. We do not make the parts we just replace them. On the Orangutan Home Services [redacted] page, **. [redacted] on 8/29/15, states that his problems started when our technician broke the blower motor on a routine maintenance call. However, The last maintenance call [redacted] received was on 2/10/15 and the blower motor failed on 5/8/15. This is again a 9 year old unit and parts will start to fail on it.
I spoke to [redacted] on 9/28/15 at 8:15 am. I explained that Orangutan Pest Control was sold to new owner in 2013. Orangutan Home Services does not manage or have any control over the pest control Services. I did tell her I will speak to the owner of Orangutan...
Pest Control, [redacted] and he will call her today to resolve.
We asked for refund of remaining Parts & Labor Contract which Orangutan has agreed to and also refund for service call from another company that we had to call to get our furnace operating. Only waiting for invoice from that other company which is expected within 1 to 2 days.
Mr. and Mrs. [redacted], we are sorry for all the problems and issues you have had with the new HVAC install. We know the dry out has been completed, the damaged drywall has been replaced and textered. The damaged countertops have been removed and a temparary sink has been installed....
The new countertops are on order and about 5 weeks out. As soon as countertops are installed we will be out to paint the drywall too. We are trynig to get the countertop people to get them for us qicker. The insulation that needs to be redone is scheduled for Wed. 6/29 after 3:00. Please let us know if there is anything else that you see needs to be taken care of in the meantime. Again sorry for the incoinveince and we are doing our best to get this resovled for you as quickly as possible. Thank you, Scott with Orangutan Home Services.
Mrs. [redacted] did purchase her unit on 11/24/14. It came with a manufacturer 10 year parts, 10 year compressor warranty and a 1 year labor warranty. The labor warranty expired on 11/25/15. Any repairs after this time that are not covered by the Rheem, the manufacturer, would be an...
expense to the home owner. We did discount the repair from our normal price of $1195 for that unit which includes labor, Freon, 411 flush, line dryer, evacuating and reclaiming Freon.
Ms [redacted]Thank you for your response The only item was addressed on Saturday 5/6 was installing the surge suppressor device Chad the tech...
acknowledged that day that the AC unit is not level and there is in fact a gap between the elbow and the unit but he could not address those key issues by himself He texted his manager Dwayne and he relayed to me that day that Dwayne will take care of those either the following Monday or tuesday and also would remove the duct debris from the attic at that timeTherefore I am requesting1. Replace the AC unit stand so it can be level with a stand where the short side is 1 inch lower to achieve level over the roof pitch2. Adjust/replace duct elbow to properly fasten to the unit to eliminate the gap3. Remove old duct pieces left by crew in the attic and inspect installation work for correctnessThank you [redacted]Sent from my iPhone
See attached document
I left a second message for Mrs. [redacted] on 6/29/16. She has not returned either call yet to try and resolve this situation. However, her feeling is that an A/C should not brake within the first 5 years and that is just not possible. We repair hundreds of systems a month that are under 5 years old. In Arizona with the heat and dirt our a/c units take a lot more abuse than most parts of the country. This is why the manufacture gives the consumer a 10 year warranty on the parts. Orangutan Home Services gives a 1 year labor warranty but after that we have to charge for repairs or there would be no way to stay in business. I understand Mrs. [redacted] is upset about the repairs and we have discounted the repairs as much as we can.
[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 11692744, 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.Even though Arangutan's statement was not entirely accurate - they did not insure that we had cooling during the entire process - we are accepting this ressolution because we do not want to deal with that company ever again. However, if the refund is not calculated properly, we will submit another claim with the Revdex.com.
Regards,
[redacted]
Our records indicate on 8/25/2008 we quoted Mrs. [redacted] about purchasing a 1 Ton Mini split. She has been in our data base since then. On 8/2/17 one of reps did call her phone for 4 seconds and hung up or it was disconnected. They did call back and Mrs. [redacted] stated she was on the...
do do not call list. We told her would remove her from our data base and would not call her again. Mrs. [redacted] preceded to call our office back on 8/2/17 - 8/3/17 over ten times. Every call from her was screaming and abusive language. She threatened to kill one of my employees. She has made numerous threats and there is nothing more we can do to settle this complaint. Mrs. [redacted] asked for me to call back so I did on 8/3/17 where she proceed to continue threatening and using profanity then hung up. We have ALL of our conversation over the phone that we can provide for anyone to listen to. Mrs. [redacted] is claiming that our company called her at 10:59pm on 8/2/17. Our office is closed at 7pm every night. The number she told us called here, we looked up on line and found it to go to a school. If Mrs. [redacted] continues to harass our employees we will file a complaint with the local police department.
Scott our Service Manager explained the charges to Mrs. [redacted] yesterday the charges for the services we performed. The 50/5 run capacitor was covered under warranty so there was no charge for that part. We added a hard start relay for the compressor that was $366.00 and We...
added A/C Renew, a lubricant that aids the operation of the TXV and helps prevent them from failing. The hard start assist and A/C Renew are parts not covered under any waaraty.
Mrs. [redacted] lives in the City of [redacted], AZ [redacted]. In order for Orangutan Home Services to maintain our high service standards, we had to scale down some areas we used to service. [redacted] is too far out of Tucson to ensure this proper service. We spoke to Mrs. [redacted] and explained...
this to her and did inform her we will be sending her a refund for $305.00 for the unused portion of her maintenance program. Mrs. [redacted]'s son [redacted] is the one who filed the complaint and we did explain the same thing to him. It does state in the maintenance agreement, it can be canceled at anytime. This in no way affects their manufacture warranty for the unit. Any authorized Trane Dealer can service their unit. The compressor is covered from Trane until 9/26/18, the parts warranty expired on 9/26/13, and the Heat Exchanger warranty expires 9/26/28. There is no labor warranty, it expired on 9/28/09.
Talked to Scott from orangutan. He claims he can fix everything with his co but we have no faith in his company. He already was given info regarding receivers wrecked by humidity caused by flooding in apt and he would look at possibly replacing that but he already was given info by husband of where they went to. My husband is waiting on final bill of repairs could be as high as $1300. Orangutan unwilling to have another co fix air conditioning unit and other damages. They want to do themselves but we do not have faith in his co and are afraid other damages could occur and he cannot guarantee nothing will go wrong. They are unwilling to let my husband out of the finance package. Scott is blaming air conditioning not working properly on lack of insulation in apt. We had an older unit that cooled Lower than 90 degrees when it was working.
good morning Marissa,I am sending this email per our conversation on Monday 5/16/16, regarding case #[redacted]. In brief, I would like Orangutan to compensate me $2650, rather than $1900, as their flier/sales info stated the price for the Aeroseal Duct Sealing. In addition, since the company has not followed up with fixing and cleaning up their mess along the vent registers and walls of my house, I would prefer they compensate me $200 to clean, caulk, and repaint. I think this is the very least they can do, considering the mess they left, the time I have taken off work to sit and wait for no one to show (repeatedly), and because I will have to hire a 'handy man' to help me with this.Please let me know if you have any other questions. I look forward to hearing from you.[redacted]
Revdex.com:
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,
[redacted]
On 7/15/09 American Home Maintenance( Now Orangutan Home Services) Sold and installed a new A/C unit for Henry [redacted]. At this time Mr. [redacted] signed the paperwork and to our knowledge there was no power of attorney. On 3/24/10 we performed routine maintenance on Mr. [redacted]'s a/c...
unit. That was the last time we have heard from him. We did not perform any other maintenance or even serviced the unit from 3/24/2010 to 6/28/2016. We did include a 10 Year Sure Climate Warranty with the unit at no charge. Because we gave the warranty for free (as stated on the contract)there is no prorated amount to cancel. The Sure Climate Warranty has stipulations to keep the warranty enforced. Section E number 3 and 5 of the Terms and conditions of the Sure Climate Warranty states policy holder must maintain and service to validate equipment's upkeep and must conduct annual maintenance. Also in section G it states any service performed by a Dealer not approved y Sure Climate shall void coverage on the repair. Because of the six years that we had not serviced this system we would have no way of knowing there was a change in the power of attorney. We did not take advantage of Mr. [redacted]. We installed the unit properly and it worked for 7 years in spite of having no regular maintenance or services. I did inform Mrs. [redacted] that the part is still covered under manufacture warranty and did offer to discount the repairs if she chose to go forward. I even waived the diagnosing fee and trip charges on the day of the call.
On March 5th Ms. [redacted] purchased a new HVAC system, Aeroseal and attic insulation from Orangutan Home Services. On March 19th OHS installed the new HVAC system, on April 20th the Aeroseal and attic insulation crew went out to the to Ms. [redacted]’s house to do the remainder of the job. ...
The crew performed the pre-test for the Aeroseal; the pre-test showed there was less then 25cfm air loss and no need to do the Aeroseal. There would be no benefit to the customer by performing this service. OHS is sending Ms. [redacted] a check for $1900 for this service not needing to be performed. The techs then installed the attic insulation at the residence. Since Ms. [redacted] purchased everything as a discounted package deal, it took a little longer to figure out the refund amount. We wanted to make sure she got the correct amount back. I (Scott, Director of Services) spoke with Ms. [redacted] on 4/22 and scheduled for a crew to return on 4/26 after 3:00 to straighten some crooked registers and clean off some fingerprints that the last crew left behind. Apparently there was a misunderstanding, Ms. [redacted] was under the impression we would be there at 3:00 and OHS thought we just needed to be there after 3:00, we cannot give exact times since we can’t predict exactly how long the previous job will take, this is why we give windows of time. We can schedule to get back out to Ms. [redacted]’s house at her earliest convenience to complete the last couple of concerns of hers.
Revdex.com:
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,
[redacted]