Classic Aire Care

Initial Business Response / [redacted] (1000, 5, 2016/02/11) */ We have been servicing our client for years, starting with a system installation in We have been to our client's home many times over these years and we appreciate every opportunity given to us to provide service to our clientOn 12/18/15, our client called us requesting service for a clogged kitchen sinkOur technician arrived at our client's home within the hourOur technician's notes of work done are: Cabled kitchen line from stack in garage, very heavy build upTreated line with clear and cleanRecommendations: recommend weekly treatment of 1/cup of clear and clean to prevent future problems, can be used on all drainsThe total charge was $236, which included one gallon of clear and clean that was left with our client for the recommended weekly treatmentOur client paid by check [redacted] in the amount of $On 12/19/15, our client called our office and requested a $refundOur Plumbing Manager agreed to refund our client $On 1/20/our client and plumbing manager discussed the status of the refundOn 1/27/16, our client was mailed the refund of $60, check [redacted] We apologize to our client for the length of time it took to get the refundThe refund process is longer when we are refunding a payment that was made via check, compared to a payment made via credit cardIn this case, the process was additionally lengthened as holidays occurredWe hope our client is satisfied with this resolution and look forward to continuing our service relationship with him Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/02/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) This company continues to be less than honestThe amount the technician quoted to me, before beginning, did not coincide with the final bill which I would have disputed, had he shown it to me, he did not ask me to sign, instead he wrote my name in my signature block without my knowing itHe did not leave the gallon of clear and clean with me as the company claimsThe reason why I asked for the $refund was simply because it was unnecessary and not asked for consequently boosting the price up Since I have received the $refund, I am satisfied and consider this case closedThank you

March 28, 2017Dear Sir/Madam:We have reviewed complaint ID [redacted] wherein the client is requesting a refund for work provided by Sutter Plumbing on April 28, Please be advised that Classic Aire Care, Incacquired certain assets of Sutter Plumbing on December 31, In this transaction, none of Sutter Plumbing Company's liabilities transferred with the as purchase agreementFurther, in our research we found the client had previously requested a refund via her credit card company for this serviceThis refund request was deniedWe have attached the letter that was sent to the Dispute Resolution Department, by [redacted] , president of Sutter Plumbing, dated June 20, Also attached is a copy of the client's signed receipt for the service provided on April 28, 2016.The client is again requesting a refund because "the man took several hours to do a simple installation." In reviewing the client's receipt and the Sutter response to the original refund request, unfortunately the pre-exisiting conditions of the client's garbage disposal and immediate area made this installation nothing close to simpleBecause of this, we agree with Mr [redacted] 's opinion that no refund is due Sincerely, [redacted] Assistant Controller

Revdex.com: I have since called Classic Aire Care and after talking with [redacted] we have come to an agreement that is satisfactory Sincerely, [redacted] ***

Initial Business Response / [redacted] (1000, 6, 2015/09/04) */ We are sorry our client's system experienced A-coil failureAny system failure is frustrating for our clientWhen system failures occur, Classic Aire Care does everything possible to restore heating/cooling as quickly and inexpensively as possible Our client's Rheem system was installed by ARS on 5/31/On 3/2/Classic Aire Care performed a clean and check on our client's heating system, with no problems notedOn 6/4/2014, we responded to our client's call of no-coolOur technician notes from that visit are: "No Cool - Found system low on refrigerant charge - added lb410A refrigerant - customer will wash unit out - wants to know why there is a leak and is it under warranty - it will be really hard to find this leak due to years and lbNow, OperationSystem has had no service in years." Our client paid $for this service call 6/4/was the last correspondence we had with our client until he called our office on August 12, Our client feels we did not do our job on 6/4/After review, we feel our technician's handling of the 6/4/service call was appropriateSince the coolant level of our client's year old system was low by pound, a catastrophic failure was not indicated or evident at that pointAfter the one pound of Freon was added, our technician checked and the unit was holding the charge Our client feels he should not pay for a warranty itemOur client was not charged for any warranty item on 6/4/2014, as Rheem provides a parts only warranty for our client's unitUnfortunately, diagnosing-including leak searches, refrigerant, and labor, are not covered by the manufacturer parts only warranty Initial Consumer Rebuttal / [redacted] (1500, 8, 2015/09/04) */

Initial Business Response / [redacted] (1000, 5, 2015/10/08) */ Contact Name and Title: [redacted] Vice-President Contact Phone: XXXXXXXXXX Contact Email: [redacted] @sbcglobal.net We have written off her charges as of 10/8/She no longer has a balance with our company

Initial Business Response / [redacted] (1000, 7, 2015/12/17) */ Please be advised that Sutter Plumbing has been having issues with our email account This customer has not been very detailed or forth coming with the informationIf you read our explanation, you need to note that the customer elected to repair the faucet first or at least tryThis prompted another leakThen they became irateWe did several tasks for them, not just for the faucet repair We tried to negotiate with them and even did not charge them for hours (all the time we spent on the faucet)of our total bill for various repairs in the house This man became abusive and threatened myself and my office personnelIf we go to arbitration, I will want a policeman present for this meeting Our office staff had to contact the police after his continuous verbally abusive phone calls We have documentation for all of our visits and phones calls to him

As explained to us, the specific problem with installing the thermostat was that the material through which our technician needed to pull wire was concrete. Generally, there is no problem pulling wires through internal walls and floors of a house; that is why the customer was informed that it
would be no problem to pull the wire from the basement to install the thermostat. However, our technicians do not carry tools to handle more complicated electrical tasks such as drilling through concrete to pull wire for a thermostat. If our customer service representatives would have been aware of the conditions in the residence, the customer would not have been informed that we could complete the task. We do not generally grant a field technician the discretion to decide not to charge a customer. As a result, our technician did his job in collecting payment for our standard trip charge from the customer. Please note that this is a "trip charge" that is normally paid regardless of whether or not a customer elects to have any service work done. We indicated to the customer that we would credit the $charge future work. To our knowledge, this customer has not called our office to request a refund for the trip charge. If he had, we would have reimbursed the trip charge fee under these circumstances as a result of the misunderstanding

We have discussed the matter with the homeownerWe made her aware that we have been trying to contact her father who lives at the home and have left messages for him and have not heard backOur installation manager has been trying to get in touch with them to set up a time to come take a look at
the systemAt this time, we will be dealing directly with the homeowner and not her parents who lived there per her requestWe will be meeting the homeowner at the house to address any issues and she has been given our install managers cell phone number to arrange a time to do so

Final Consumer Response /* (2000, 9, 2016/01/25) */

Initial Business Response /* (1000, 5, 2015/07/28) */
We have performed maintenance for our client at the *** *** *** address for many yearsOur most recent call to this address was the cooling maintenance provided on 3/12/
Our client first used our maintenance services at his home on
*** *** Blvd N on 8/27/for cooling maintenance and Ameren Cool Saver checkOur technician notes from this service are: Cleaned & checked A/C & performed *** Cool-Savers tutestsReplaced pleated filter with fiberglass typeReturn air opening at filter is too smallRecommend fiberglass onlyChecked voltage & amp draw of motorsTest capacitorsChecked Freon level, found over-chargedCompressor crankcase is wet due to liquid flood back to compressorReclaimed over-charge per superheat chartFound system running very high sub cooling due to restricted Freon flow through evaporator coilNeeds new evaporator coil for proper efficiencySchrader caps chewed up by squirrelsInstalled brass capsCleaned condenser coil
Our next call to our client's home on *** *** Blvd N was on 1/5/for the heating maintenanceMaintenance was performed, with no problems noted
On 6/2/15, our technician arrived at our client's home to perform the cooling maintenanceOur technician began maintenance and ran a leak search on a single componentOur technician's notes are: System has a big leak in evaporator and a new evaporator coil is neededHomeowner is going to do repair and finance, need to get paperwork filled out and completedOnce done, repairs can be madeMaintenance completed with exception of motor amps and Freon levelsOur technician left our client's home at 3:17PMAt 3:54PM, we left a message on our client's voicemail xxx-reporting financing status and the need for us to come back to measure condenser coil since original coil is no longer madeOn 6/5/15, our client made a Facebook post saying he was waiting for our responseShortly after our client's Facebook post, our service manager called our client and spoke with him and his wife(The Facebook post is attached.)
Our client then called us on 6/9/15, and requested that we finish the maintenance started on 6/2/Our technician arrived at our client's home on 6/11/at 10:55AMOur technician notes are: Checked condensate drain, inspected blower components and washed condenser coil, inspect & tightened electrical connections, checked filter, amp draw on motor, Freon level, thermostatCycled unit to check operationIndoor Unit #,Temperature Drop degree 20, Capacitor is good, Condensate line is clear, Blower wheel & motor housing good, Filter good, Ambient Temperature DB 74, Outdoor Unit #, Head Pressure 190, Suction Pressure 57, Compressor Amp Draw 9.2, Outdoor Fan Amp Draw .9, Capacitor Is good, Ambient Temperature DB 84, all cooling operations checked and are working good nowOur technician left our client's home at 11:42A.M
The above represents Classic Aire Care's history of maintenance at our client's homeWe identified major leak problems, airflow problems, and secondary problems, within our client's system on 8/27/and again on 6/2/during maintenance calls
Per our client's report, our client chose to get repairs done by others but continued to experience leaks and even a catastrophic breakdown
Our client claims our tech "knowingly administered Rinto the atmosphere" and insinuates intentional damageWe respectfully suggest to our client that this accusation is wrong and unfoundedWe empathize with our client and the problems he experienced, but in no way do we feel we are the cause of our client's continued problems and breakdownWe will not be offering our client a refund for the maintenance we providedWe will be refunding our client the unused portion of the maintenance contract at our client's 2nd home and terminating said contract
Initial Consumer Rebuttal /* (1500, 8, 2015/07/28) */

Initial Business Response /* (1000, 6, 2016/01/18) */
Classic Aire Care sincerely apologizes to our client for the problems our client experienced with heat pump equipment installed in March Classic Aire Care expects to deliver comfort and efficiency with every new equipment installation
When a new installation issue does arise, we address the issue immediately with the goal of no comfort interruption for our clientUnfortunately, our client experienced multiple problems that were not easily identifiedWithin two weeks of installation, a wiring error was found and repaired the same day, but thereafter, in April 2015, the indoor equipment failed, and in December 2015, the outdoor equipment failedThese two equipment failures were eventually determined to be manufacturer equipment problems of the thermal expansion valves
Classic Aire Care has worked with the manufacturer to replace the thermal expansion valves that malfunctioned on our client's equipmentWe will be returning in the spring to verify the equipment has the proper refrigerant charge and is functioning normallyAdditionally, Classic Aire Care has purchased an extended 5-year labor warranty from the manufacturer, with no cost or deductible to be incurred by our client
Classic Aire Care thanks our client for allowing us to perform the needed repairsWe hope our client is satisfied with our service and is confident with the extended labor warranty providedClassic Aire Care looks forward to servicing our client for many years to come
Initial Consumer Rebuttal /* (2000, 8, 2016/01/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/10/08) */
Contact Name and Title: [redacted] Vice-President
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sbcglobal.net
We have written off her charges as of 10/8/15. She no longer has a balance with our company

Initial Business Response /* (1000, 6, 2015/09/04) */
We are sorry our client's system experienced A-coil failure. Any system failure is frustrating for our client. When system failures occur, Classic Aire Care does everything possible to restore heating/cooling as quickly and inexpensively as...

possible.
Our client's Rheem system was installed by ARS on 5/31/2011. On 3/2/2012 Classic Aire Care performed a clean and check on our client's heating system, with no problems noted. On 6/4/2014, we responded to our client's call of no-cool. Our technician notes from that visit are: "No Cool - Found system low on refrigerant charge - added 1 lb. 410A refrigerant - customer will wash unit out - wants to know why there is a leak and is it under warranty - it will be really hard to find this leak due to 3 years and 1 lb. Now, Normal Operation. System has had no service in 3 years." Our client paid $127 for this service call.
6/4/2014 was the last correspondence we had with our client until he called our office on August 12, 2015.
Our client feels we did not do our job on 6/4/14. After review, we feel our technician's handling of the 6/4/2014 service call was appropriate. Since the coolant level of our client's 3 year old system was low by 1 pound, a catastrophic failure was not indicated or evident at that point. After the one pound of Freon was added, our technician checked and the unit was holding the charge.
Our client feels he should not pay for a warranty item. Our client was not charged for any warranty item on 6/4/2014, as Rheem provides a parts only warranty for our client's unit. Unfortunately, diagnosing-including leak searches, refrigerant, and labor, are not covered by the manufacturer parts only warranty.
Initial Consumer Rebuttal /* (1500, 8, 2015/09/04) */

Initial Business Response /* (1000, 7, 2015/12/17) */
Please be advised that Sutter Plumbing has been having issues with our email account.
This customer has not been very detailed or forth coming with the information. If you read our explanation, you need to note that the customer elected to...

repair the faucet first or at least try. This prompted another leak. Then they became irate. We did several tasks for them, not just for the faucet repair.
We tried to negotiate with them and even did not charge them for 4 hours (all the time we spent on the faucet)of our total bill for various repairs in the house.
This man became abusive and threatened myself and my office personnel. If we go to arbitration, I will want a policeman present for this meeting.
Our office staff had to contact the police after his continuous verbally abusive phone calls.
We have documentation for all of our visits and phones calls to him.

Initial Business Response /* (1000, 5, 2016/02/11) */
We have been servicing our client for 2 years, starting with a system installation in 2014. We have been to our client's home many times over these 2 years and we appreciate every opportunity given to us to provide service to our client. On...

12/18/15, our client called us requesting service for a clogged kitchen sink. Our technician arrived at our client's home within the hour. Our technician's notes of work done are: Cabled kitchen line from stack in garage, very heavy build up. Treated line with clear and clean. Recommendations: recommend weekly treatment of 1/4 cup of clear and clean to prevent future problems, can be used on all drains. The total charge was $236, which included one gallon of clear and clean that was left with our client for the recommended weekly treatment. Our client paid by check [redacted] in the amount of $236. On 12/19/15, our client called our office and requested a $60 refund. Our Plumbing Manager agreed to refund our client $60. On 1/20/16 our client and plumbing manager discussed the status of the refund. On 1/27/16, our client was mailed the refund of $60, check [redacted] We apologize to our client for the length of time it took to get the refund. The refund process is longer when we are refunding a payment that was made via check, compared to a payment made via credit card. In this case, the process was additionally lengthened as 2 holidays occurred. We hope our client is satisfied with this resolution and look forward to continuing our service relationship with him.
Initial Consumer Rebuttal /* (3000, 7, 2016/02/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company continues to be less than honest. The amount the technician quoted to me, before beginning, did not coincide with the final bill which I would have disputed, had he shown it to me, he did not ask me to sign, instead he wrote my name in my signature block without my knowing it. He did not leave the gallon of clear and clean with me as the company claims. The reason why I asked for the $60.00 refund was simply because it was unnecessary and not asked for consequently boosting the price up.
Since I have received the $60.00 refund, I am satisfied and consider this case closed. Thank you.

Please see two (2) pages attached.  We will see that this is fixed in 7 days or less.

March 28, 2017Dear Sir/Madam:We have reviewed complaint ID [redacted] wherein the client is requesting a refund for work provided by Sutter Plumbing on April 28, 2016. Please be advised that Classic Aire Care, Inc. acquired certain assets of Sutter Plumbing on December 31, 2016.  In this...

transaction, none of Sutter Plumbing Company's liabilities transferred with the as purchase agreement. Further, in our research we found the client had previously requested a refund via her credit card company for this service. This refund request was denied. We have attached the letter that was sent to the Dispute Resolution Department, by [redacted], president of Sutter Plumbing, dated June 20, 2016. Also attached is a copy of the client's signed receipt for the service provided on April 28, 2016.The client is again requesting a refund because "the man took several hours to do a simple installation." In reviewing the client's receipt and the Sutter response to the original refund request, unfortunately the pre-exisiting conditions of the client's garbage disposal and immediate area made this installation nothing close to simple. Because of this, we agree with Mr. [redacted]'s opinion that no refund is due.  Sincerely,[redacted] Assistant Controller

Revdex.com:
I have since called Classic Aire Care and after talking with [redacted] we have come to an agreement that is satisfactory. 
Sincerely,
[redacted]