Compass Air Service, Inc.

In response to the customer in complaint ID ***As the customer stated in their first complaint letter to us they had another company come out and diagnose the issue that they were having with the expansion valveThe customer is free to use any company of their choosing as we do not have any obligation for the labor on this repairObviously they have not been happy with our service to this pointAs our contract was with Mrs*** her parts warranty is with ***, Mrs*** who purchased the house is able to use any *** authorized dealer of her choiceWe have sent the service call in the amount of $back to Mrs*** and hope this resolves this matter

Here is the the cashier check and the certified letter receipt for Mrs* *** Thanks you, *** *** Compass Air Services Inc

Well I read the response of Compass Air and everything after the 1st sentence is a blatant lie1st Mr *** DID NOT offer to come to my residenceLike I said in my 1st complaint, l called Compass and asked for the owner, he got on the phone I told him my name and said his business has been out times to fix this new ac, this will be I said it was broken right out of the boxHe said it wasn't broken right out of the boxI said yes it was, they had to replace the mother board the day they installed the unit - took people that day to get it workingThe sales rep came out to pickup the check that day -I asked him, so y'all had to put in a new mother board, he said yea sometimes that happens Next day broke again, had to come out twice moredays later the A Coil was no goodThat is why I replaced my old unit in the 1st placeThe mother board & A - coils are serious problems.My girlfriend is a eye witness to this and will also say Mr *** is a lyerAfter all that I called *** *** - the sales rep and asked him did he know what was all going on at my house? I told him after all this I really don't want this unit, I think you should replace it with another new oneHe said that is out of my hands, if you would like l can have the owner call youThat Never happenedThat's when I told Mr*** I don't care what your ____ records say I know what happened at my house, he did not say "no need to cuss or get upset because we would gladly come out to fix any problems that he had" that is another lie, he did say " you cussed at me, that's it I don't even know you and I'm not coming out! So I said I quess I have to call Trane? He said you can call whoever you want and Hung upI did call Trane and filled a complaint with them alsoThey said if you call another company you will have to pay labor, I said well I will never call Compass Air back ever, the gave me a # to another company they recommendAs you can see all of Mr***'s statements are and I have a girlfriend & roommate that witnessed the whole thingI believe they should have replaced the unit in the beginning, I really don't think that is going to happen now so I don't see any resolution to this issueI do regret choosing Compass Air , I whis now I would have chosen one of the other companies I was consideringI hope all these lies keeps them an A+?

In response to Mr***'s complaint with the Revdex.comWe contracted with Mr*** on March 23,to install air conditioning system from the ground upAt that time we completed 90% of the work and were just waiting on Mr***'s contractors to complete their task including the electrical so that we
could do the start upMr*** informed us that it would be a couple of weeks at which time we said would be fineUnfortunately for Mr*** he had some delays in the project and called the last week of July and let us know that he was ready for start upsI informed Mr*** that due to very hot temperatures we were totally booked for the next two weeks, but that I would try to get to it soonerAt the time Mr*** said that he understood and that if we could just let him know when we could do it and would like it as soon as possibleBefore I saw this complaint I had already called Mr*** and set him up for August 5, On August 5, we did start up the systems, I have since talked to Mr*** and he informed me that everything is working properlyIn our business we understand that people are hot and get upset if we are not able to take care of them as fast as they want us toUnfortunately when we have made commitment to other customers we do them in the order that they were scheduled to be as fair as possibleI'm happy that we were able to make Mr*** another happy and satisfied Compass Air customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

In response to Mr. [redacted] complaint. As always Compass Air offered to come out to his residence for service. He responded that he didn't want us to come out but wanted a new system. My response was let us come to see what the problem is. He refused and said that we have been out there four times...

back in August when the unit was installed. According to our records all we have done was replace a leaking coil two days after installation. Mr. [redacted] said I don't really give a ____ about your records say! I told Mr. [redacted] there is no need to cuss or get upset because we would gladly come out to fix any problems that he had. He said he would call Trane and hung up. Later in the day derogatory and juvenile email to our corporate email. There has not been any contact since the email. As always Compass Air strives to keep all of our customers satisfied. Moving forward if there is anything we can do to rectify any situation we are more then happy to.

This is in response to [redacted], while we did not have a contract with Mrs. [redacted] we did contract with DNR Custom Homes ([redacted]). Several days after we finished the job MR. R[redacted] had contacted us stating that some sheet rock had fallen in the garage and had damaged a...

vehicle. We tried to contact [redacted] to discuss but he was unresponsive to our calls. We called Mr. R[redacted] back and told him that we had not been paid on this job. In speaking with our employees they stated that nothing had been moved in the attic. We finally heard from Mr. [redacted] and against our better judgment we settled with him on the alleged damages and were finally paid for the work that we did. Included is the invoice for the settlement. While Compass Air does not believe that we caused any damage we want Mrs. [redacted] to be completely satisfied. Hopefully this resolves this situation. Please give us a call with any further questions.

In response to the complaint dated 9/7/16. As you will find in the attached documents we installed the system on 1/19/15 for Mrs. [redacted]. We did receive a phone from [redacted] letting us know that she had purchased the house from Mrs. [redacted] and was having a problem with the AC. We...

informed her that the warranty needed to be transferred into her name so that the parts would be covered under [redacted]'s parts warranty. Our service man diagnosed that a expansion valve was needed and we did order the part at that time. When it came in we did contact the customer and at that time told them there would be a fee for the install of the part. Mr. [redacted] said that they did not believe that they should not have to pay and labor. Mr. [redacted] stated that he would call us back. Mr. [redacted] then did call us back in September but we had already used the part, but we would order it again. We received this complaint right after that. We will send the customer back the service charge of $99.95. However they would need to contact [redacted] with regards in the electric bill and to transfer the warranty registration of the equipment for future warranty issues. At Compass Air we strive to take care of every customer and as we explained to Mrs. [redacted] our hands are sometimes tied as it pertains to warranty equipment issues. We are glad to hear that the customer has their issue resolved. It is always difficult to have our customer sell their property while it is under warranty and the purchaser not transferring the warranty, thus limiting what we can do. While we understand the frustration, it is out of our control.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.First off everything was transferred. Second they are lying once again. I have phone records that show We have contacted them several times a week over the last 2 mths. [redacted] has even contacted the company and the company told them that the part was replaced and that there is not part to be replaced. I am down right disgusted with the company and giving everyone the run around. They have not returned any of our phone calls. Not one since the second service man came out to say that the same part that was replaced last year was not working. FIX THIS
[redacted]

In response to this complaint, again we agree to send this customer their service call of $99.95 as a refund. As I previously stated we can not control warranty parts with [redacted] why normally we get them on a timely basis they can get on back order. Obviously there was some miscommunication with Mr. [redacted], Mrs [redacted] and Compass Air. The customer can reach out to [redacted] if they want to get a refund on their electric bill. We do apologize for any miscommunication and we are glad that the customer was able to get their problem fixed. At Compass Air we strive to make every customer happy, however that is not always possible as it looks like in this situation.Thank you,[redacted]

Complaint: [redacted]
I am rejecting this response because:I have not been given the refund at this time. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.The problem has not been resolved. The part still has not been replaced by your company or another. Compass Air has not taken responsibility for not replacing the part. The part was not and is not on back order with [redacted] per [redacted] customer service. It was available through several Fort Worth distributors during the months in question. They have not again returned ANY phone calls or made an attempt to install the part or work with us to resolve this matter.   
 
Regards,
[redacted]