Spoke with Mr. [redacted], OHS is going back out to house on May 20th to add ISO pads to level unit and make sure elbow is sealed properly once leveled. Also sending Roofer out to house to see what needs to be done to repair sagging soft roof. Will re-level unit by removing ISO pads in the future for no charge once Mr. [redacted] gets roof repair and/or replaced. Thank You,Scott W[redacted]Director of ServicesOrangutan Home Servies
On 8/12/16 we went to the [redacted] home to diagnose a problem with the A/C unit. We discovered it was a bad coil and txv. We added Freon and adjusted the txv to provide temporary cooiling while we ordered the part. We returned on 8/15/16 and installed the coil and txv....
On 8/16/16 were where called again about the unit not cooling properly so we returned and found the new txv was defective. Again we provided temporary cooling and returned on 8/17/16 and installed the replacement txv. We apologize for the inconvenience but we do not make the parts just replace them. Sometimes we get defective parts and replaced them as fast as we can. However, we did make sure the unit would cool during the whole process. But we will honor Mr. [redacted] request and cancel his VIP program and send him a refund.
We understand that there are labor fees involved to fix the unit. The major complaint we have with this company is the way they treated us. They did not respond to us on 8/1/17 that they would come and fix the unit. It wasn't until more than a week later that Scott called us back and that was only because we called again. Also, it is upsetting saying the piece was cut. Who in their right mind would cut or damage their new AC unit after spending almost $8000 in it? That is totally unacceptable and just flat out rude to say to say. Mr. [redacted] is unable to go on the roof to do the damage that Scott is saying was done due to disabilities that he has. So, if it was cut perhaps it was OHS that did it since they installed it and serviced it? This is the worst company that I have ever dealt with.
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]
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.
No voicemail was left and I had no record of the calls. Another person in business hasn't resolved the issue yet but has at least called.
Regards,
[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. I sent Scott from Orangutan a copy of the letter I sent to Jordy Tessler, one of the owners of Orangutan over 2 weeks ago along with copy of bill.
Regards,
[redacted]
We spoke to Mr. [redacted] on 9/3/15. Everything is working properly. We did extend his labor warranty thru 6/16/17 to ensure no out of pocket cost for the first 2 years on the unit.
The price for the Aeroseal was all bundle with the new A/C unit, insulation, the retail price is $2650, but the bundled Total Home Solutions Package is $1900 for the Aeroseal. That is why we refunded back $1900.00. As far as the $200 for the clean up will process and send out a refund check for the $200 as soon as possible. Thank you.
On 6/30/16 we went to the [redacted] home for a unit hat was not working. We found the TXV was broken. We ordered the TXV from the manufacture and installed it on 6/30/16. The unit was working when we left. On 7/6//16 we returned because the unit was not working, the TXV just...
installed was bad needed to be replaced. We returned the next day 7/7/16 and replaced the second TXV. At this time we found a second problem with the unit, the compressor was making noise, this could be do to the first TXV that was restricted and caused the compressor to over heat. We returning today 7/13/16 to replace the compressor. To address the cost, the customer only has a part warranty. Labor, Freon, filter dryer, reclaiming and disposal of Freon, and nitrogen flush are all items not covered on their warranty. We charged $857.00 for the none covered work. The customer then refused to put the line dryer in so we are refunding $188. The line dryer is a very important part that should be installed anytime the system is opened. What ever was in the system that caused the first TXV to fail could still be in the system. This could explain the failure of the new TXV and the compressor. We are also replacing the compressor at no additional cost even though the only cost covered under their warranty is the compressor itself. It still need all the same items as the TXV. On a last note, we have to order the parts from the manufacture, we are at their mercy as to when they will have parts in stock, sometimes it could take a day some cases it could take 3 weeks to get a single part. We try to get them in as fast as possible but that part is still out of our control. I feel the $668 cost to replace the compressor that we are not charging for is fair to make up for any problems there have been.
I spoke to Mr. [redacted] on 6/10/15. I apologized for the poor language that was left on his voice mail and will send him a written apology from the person who did it. I explained our procedures and offered himmy personal guarantee we will make his next appointment and offered to extended...
his maintenance program for two years for his inconvenience, He said he will speak to his wife and get back to me.
I spoke to Mr. [redacted] today, I agreed to reimburse him the $788.10 that he paid for the parts to be replaced. Our system showed a York parts and labor warranty but the paperwork shows that we have a 10 year parts and 7 year labor warranty. The warranty has been updated in our system...
I have tried contacting Mr. [redacted] several times, I have left messages, and I have not received a return call yet. Mr. [redacted] never notified us of his unit not working. We would have repaired any problem we would had caused if Mr. [redacted] would have notified us . Since Mr. [redacted] refuses to return my calls I will need a copy of the invoice he received for the repairs to his unit and pictures of before and after the repair so I can verify it was something our tech caused. If it is something we caused I will reimburse Mr. [redacted] but I will need those things in order to do so. I am not sure what Mr. [redacted] is talking about that we did not honor his warranty. The unit was installed on 6/28/2004 and there has been no charges for any service repairs for the 10 year warranty time. The warranty expired on 6/29/14, so anything after that would be charged for.
I have talked to Mrs. [redacted] and offered to repair the drywall, plumbing and air conditioning system, she will not let Orangutan Home Services do any of the necessary repairs. Orangutan will not pay another company to do repairs that they are capable of doing themselves. The offer still stands that Orangutan will come do the repairs when ever she allows us too. Thank you, Scott W[redacted], Director of Services
Ms. [redacted],In reference to our complaint against Orangutan Home Services we received a check for $121.00 from that company dated 12/22/2015 which we received on 1/11/2016. Since Orangutan is not communicating with us directly we are not aware of how they computed the amount of $121.00 to settle the complaint. From our estimation we still had 47 months remaining on our 10 year contract with them which means at $6.67 per month the actual total is $313.49 and minus the $121.00 amount that was received on 1/11/16 that still leaves an amount of $192.49. Also, Scott, the Service Manager, made a verbal commitment to also cover the service cost from another company that we had to do to fix our furnace since we did not have heat at the time. That cost was $257.00. We feel that the total refund to us from Orangutan for breaking the contract with us should be $449.49. We want this to be resolved in a timely manner.We appreciate your help in this manner.Thank You,[redacted] & [redacted]
To address Mr [redacted]'s concerns, first of all, he purchased his unit through the Home Depot and they set the pricing for what we can charge for units. The price he paid is a very competitive price in our market. There is always someone that will do a job cheaper but do they have interest...
free financing, or quick installation? The statement of a "recall" on the coils is not accurate. Lennox settled a class action lawsuit for leaking coils. They will reimburse homeowners up to $625 for any repairs due to coils leaking on certain units. The This does not mean that a contractor will do the work for free, it is not a contractor problem but a manufacture problem. However, on 9/30/15 when we inspected his coils they were not leaking and would not qualify for the repair. We did mention the coils were starting to rust, but this is a normal process for a coil as they age. We have been doing regular maintenance on his unit so we would continue to monitor the coils to watch for leaks. On 11/15/15 we were called to Mr. [redacted]'s home to check the unit not working. We found the TXV was not working 100%. This part is covered under his manufacture warranty but labor, Freon, liquid line dryer, reclaiming Freon per EPA guidelines, 411 flush, and all the other miscellaneous materials are not covered and are a cost to the homeowner. We have been honest with Mr. [redacted] since day one, we do not appreciate the accusation of being shaddy. We have not charged him for any repairs and have not done any repairs. Mr [redacted] has a manufacture warranty and any Lennox contract can service his unit.
I apologize for the calls, we have taken you phone number out of our system and we will never call again.
Spoke with Mr. [redacted], OHS is going back out to house on May 20th to add ISO pads to level unit and make sure elbow is sealed properly once leveled. Also sending Roofer out to house to see what needs to be done to repair sagging soft roof. Will re-level unit by removing ISO pads in the future for no charge once Mr. [redacted] gets roof repair and/or replaced. Thank You,Scott W[redacted]Director of ServicesOrangutan Home Servies
On 8/12/16 we went to the [redacted] home to diagnose a problem with the A/C unit. We discovered it was a bad coil and txv. We added Freon and adjusted the txv to provide temporary cooiling while we ordered the part. We returned on 8/15/16 and installed the coil and txv....
On 8/16/16 were where called again about the unit not cooling properly so we returned and found the new txv was defective. Again we provided temporary cooling and returned on 8/17/16 and installed the replacement txv. We apologize for the inconvenience but we do not make the parts just replace them. Sometimes we get defective parts and replaced them as fast as we can. However, we did make sure the unit would cool during the whole process. But we will honor Mr. [redacted] request and cancel his VIP program and send him a refund.
We understand that there are labor fees involved to fix the unit. The major complaint we have with this company is the way they treated us. They did not respond to us on 8/1/17 that they would come and fix the unit. It wasn't until more than a week later that Scott called us back and that was only because we called again. Also, it is upsetting saying the piece was cut. Who in their right mind would cut or damage their new AC unit after spending almost $8000 in it? That is totally unacceptable and just flat out rude to say to say. Mr. [redacted] is unable to go on the roof to do the damage that Scott is saying was done due to disabilities that he has. So, if it was cut perhaps it was OHS that did it since they installed it and serviced it? This is the worst company that I have ever dealt with.
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]
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.
No voicemail was left and I had no record of the calls. Another person in business hasn't resolved the issue yet but has at least called.
Regards,
[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. I sent Scott from Orangutan a copy of the letter I sent to Jordy Tessler, one of the owners of Orangutan over 2 weeks ago along with copy of bill.
Regards,
[redacted]
We spoke to Mr. [redacted] on 9/3/15. Everything is working properly. We did extend his labor warranty thru 6/16/17 to ensure no out of pocket cost for the first 2 years on the unit.
The price for the Aeroseal was all bundle with the new A/C unit, insulation, the retail price is $2650, but the bundled Total Home Solutions Package is $1900 for the Aeroseal. That is why we refunded back $1900.00. As far as the $200 for the clean up will process and send out a refund check for the $200 as soon as possible. Thank you.
On 6/30/16 we went to the [redacted] home for a unit hat was not working. We found the TXV was broken. We ordered the TXV from the manufacture and installed it on 6/30/16. The unit was working when we left. On 7/6//16 we returned because the unit was not working, the TXV just...
installed was bad needed to be replaced. We returned the next day 7/7/16 and replaced the second TXV. At this time we found a second problem with the unit, the compressor was making noise, this could be do to the first TXV that was restricted and caused the compressor to over heat. We returning today 7/13/16 to replace the compressor. To address the cost, the customer only has a part warranty. Labor, Freon, filter dryer, reclaiming and disposal of Freon, and nitrogen flush are all items not covered on their warranty. We charged $857.00 for the none covered work. The customer then refused to put the line dryer in so we are refunding $188. The line dryer is a very important part that should be installed anytime the system is opened. What ever was in the system that caused the first TXV to fail could still be in the system. This could explain the failure of the new TXV and the compressor. We are also replacing the compressor at no additional cost even though the only cost covered under their warranty is the compressor itself. It still need all the same items as the TXV. On a last note, we have to order the parts from the manufacture, we are at their mercy as to when they will have parts in stock, sometimes it could take a day some cases it could take 3 weeks to get a single part. We try to get them in as fast as possible but that part is still out of our control. I feel the $668 cost to replace the compressor that we are not charging for is fair to make up for any problems there have been.
I spoke to Mr. [redacted] on 6/10/15. I apologized for the poor language that was left on his voice mail and will send him a written apology from the person who did it. I explained our procedures and offered himmy personal guarantee we will make his next appointment and offered to extended...
his maintenance program for two years for his inconvenience, He said he will speak to his wife and get back to me.
I spoke to Mr. [redacted] today, I agreed to reimburse him the $788.10 that he paid for the parts to be replaced. Our system showed a York parts and labor warranty but the paperwork shows that we have a 10 year parts and 7 year labor warranty. The warranty has been updated in our system...
and will not have this problem again.
I have tried contacting Mr. [redacted] several times, I have left messages, and I have not received a return call yet. Mr. [redacted] never notified us of his unit not working. We would have repaired any problem we would had caused if Mr. [redacted] would have notified us . Since Mr. [redacted] refuses to return my calls I will need a copy of the invoice he received for the repairs to his unit and pictures of before and after the repair so I can verify it was something our tech caused. If it is something we caused I will reimburse Mr. [redacted] but I will need those things in order to do so. I am not sure what Mr. [redacted] is talking about that we did not honor his warranty. The unit was installed on 6/28/2004 and there has been no charges for any service repairs for the 10 year warranty time. The warranty expired on 6/29/14, so anything after that would be charged for.
I have talked to Mrs. [redacted] and offered to repair the drywall, plumbing and air conditioning system, she will not let Orangutan Home Services do any of the necessary repairs. Orangutan will not pay another company to do repairs that they are capable of doing themselves. The offer still stands that Orangutan will come do the repairs when ever she allows us too. Thank you, Scott W[redacted], Director of Services
Ms. [redacted],In reference to our complaint against Orangutan Home Services we received a check for $121.00 from that company dated 12/22/2015 which we received on 1/11/2016. Since Orangutan is not communicating with us directly we are not aware of how they computed the amount of $121.00 to settle the complaint. From our estimation we still had 47 months remaining on our 10 year contract with them which means at $6.67 per month the actual total is $313.49 and minus the $121.00 amount that was received on 1/11/16 that still leaves an amount of $192.49. Also, Scott, the Service Manager, made a verbal commitment to also cover the service cost from another company that we had to do to fix our furnace since we did not have heat at the time. That cost was $257.00. We feel that the total refund to us from Orangutan for breaking the contract with us should be $449.49. We want this to be resolved in a timely manner.We appreciate your help in this manner.Thank You,[redacted] & [redacted]
No. They have not refunded the money.
[redacted] spoke to Mrs. [redacted] and the problem will be resolved by end of business today.
To address Mr [redacted]'s concerns, first of all, he purchased his unit through the Home Depot and they set the pricing for what we can charge for units. The price he paid is a very competitive price in our market. There is always someone that will do a job cheaper but do they have interest...
free financing, or quick installation? The statement of a "recall" on the coils is not accurate. Lennox settled a class action lawsuit for leaking coils. They will reimburse homeowners up to $625 for any repairs due to coils leaking on certain units. The This does not mean that a contractor will do the work for free, it is not a contractor problem but a manufacture problem. However, on 9/30/15 when we inspected his coils they were not leaking and would not qualify for the repair. We did mention the coils were starting to rust, but this is a normal process for a coil as they age. We have been doing regular maintenance on his unit so we would continue to monitor the coils to watch for leaks. On 11/15/15 we were called to Mr. [redacted]'s home to check the unit not working. We found the TXV was not working 100%. This part is covered under his manufacture warranty but labor, Freon, liquid line dryer, reclaiming Freon per EPA guidelines, 411 flush, and all the other miscellaneous materials are not covered and are a cost to the homeowner. We have been honest with Mr. [redacted] since day one, we do not appreciate the accusation of being shaddy. We have not charged him for any repairs and have not done any repairs. Mr [redacted] has a manufacture warranty and any Lennox contract can service his unit.