Cooper Heating & Cooling, Inc.

RevDex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is mostly satisfactory to meI have found the incentives from *** ***, if they existed at the time, and from federal and state incentive programs did not arrive because we, in our ignorance of the processes, were not made aware of themI take responsibility for this myself and thank *** for the resolution they offered
Sincerely,
*** ***

Hello, I spoke to this customer and went over his concernsThe difference in the price of the Heat Pump and AC units was $I offered the customer to round up the refund to $to resolve the situation and he acceptedPlease let me know if you have any other questions

Complaint: 11551248
I am rejecting this response because:   I would like to see the full story with your responses. I called about the unit not cooling down the house the day of install. 06/09/16 they forgot about me and I called again the following week. ( week that you metntioned 06/11). cooper agreed to send someone out and I told them I would be at work but my wife would be home. I received missed calls during work from cooper, turns out they needed to reschedule because I'm unable to answer at work. In regards to the third party company coming out to do the duct work. That gentleman was very unprofessional, he had me scheduled to come out between the times of 2-5.Called me 15min into the time he should of been at the house only to cancel and tell me he was going to be busy for a long time and I should probably find someone else.This of course upset me, we are already a few weeks after install and the unit doesn't cool the house and the guy coming to fix it told me last minute to find someone else. I was calm the whole time on the phone when I asked why the late notice his response was " I'm going on vacation to Canada" Knowing he was unprofessional and didn't even seem to want to help, I just hung up to call cooper/ [redacted] right after. I explained my situation to [redacted] and how upset I was. He gentleman didn't even suggest a reschedule or that he could have another person in the company come look at it. instead it was Sorry Ill let [redacted] know this isnt going to work out.??? was this a one man company? or why did the Canada trip ruin my Repair plans.  in regards to the signing of the documents, I was simply asking if the issue could be fixed and have a functioning unit before I sign. I just think this would help get my issue resolved quicker since now that the papers are not signed you guys are being more responsive than prior. also my questions weren't answered  WHY WAS THE NEW THERMOSTAT INCLUDED WITH THE A.C UNIT NOT INSTALLED?WHY WAS MY HOUR AND A HALF APPOINTMENT NOT ENOUGH TO DETERMINE THE 2 ISSUES WITH THE HOUSE? DUCTS/INSULATION??WHY WAS THE A.C UNIT RECOMMENDED FOR MY HOUSE WITH THOSE TWO ISSUES?  
Sincerely,
[redacted]

Hello, I have spoke to the customer and sent him a check for the full rebate amount. Customer is happy with the resolution. Please reach out if you have any other questions.

Initial Business Response /* (1000, 9, 2015/12/01) */
Furnace and AC installed on 07/28/2015, permit # RMISXX-XXXXX was requested and issued by Arvada on 08/06/2015 (We do pull permits on every job). Permit and Cooper letter was sent to Mrs. [redacted] on 08/06/2015 to her home address of XXXXX [redacted]...

[redacted] Arvada, CO XXXXX.
To sum it up, we had called Mrs. [redacted] back and she didn't have time to talk to us at the time and informed us she would be calling back. We never spoke to her husband. We did find that there was a clerical error on our end and admitted to it, we then offered a Cooper check for the same rebate amount of $600.00 which she agreed to. She then signed the paperwork to have the rebate issued directly to Cooper, this was all done on 11/6/2015. Check was issued 3 days later and has cleared our bank, confirmed with Accounting Dept.
We did make an effort to go above and beyond with the customer once we were notified that there was an issue. That is why we did send them the check directly from Cooper Heating instead of making them wait for the rebate from energy company. I have also reached out to the customer again upon receiving this complaint to insure that there are no ongoing issues but have not received a call back.
In closing I have also attached our customer notes from our computer system with time stamps for you to review: Please let us know if you have any other questions or concerns.
10/19/15 8:11 AM - Attempted to call customer back, she was not able to discuss her rebates at the moment, she will call back this afternoon when she has more time. ER
11/3/15 10:38 AM - Xcel has not contacted me back, waiting for a response. Will follow up with another email, he will call in a couple days., ER
11/6/XX X:XX AM - Clerical error on CHC side, submitted paperwork today for Xcel heating and cooling rebates. Also submitted a check request to pay customers from CHC account and have paperwork signed to have rebates to come to CHC . ER
11/9/XX XX:XX AM kdw Called customer due to concern call on 11/7. Advised customer refund request was submitted on 11/6. Customer is upset because she said she was told it was submitted on 10/19. She would like check expedited. I emailed accounting to request this.
Initial Consumer Rebuttal /* (3000, 12, 2015/12/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Though the issue has been resolved with Cooper, I would like to add additional information, as their response is lacking in accuracy.
1. Cooper did NOT pull a permit prior to the work. After I called the city to schedule an inspection, I was informed there was no permit pulled. Cooper did not initiate applying for this permit until I contacted them and request this be completed.
2. I called and left a message with the person in charge of rebates at Cooper on 10/14 as we had not received our rebate check (which should have arrived approximately 9/22). I received no response. I called again on 10/16 and both spoke with the receptionist and left a message. We received a response on 10/19. I agreed that Cooper could send us the rebate directly, but NEVER signed any paperwork to this effect. I was told that the check would arrive within 2 weeks (this would be Nov 2). As mentioned previously, I understand mistakes happen, and this would have been an acceptable solution.
3. By November 6th, I had yet to receive a rebate. I called and spoke with a manager who was VERY dismissive about my need to receive a $600 rebate. Additionally, she said there was no record of this rebate being requested or any documentation of my previous conversations with Cooper's representative in the rebate department. She then said it would be an additional 2 weeks before I received my rebate. It was only after posting this complaint with the Revdex.com that we received a check.
Again, this issue has been resolved, and I did receive a call from Cooper on 11/30 to verify this information. I felt the need to add to my additional complaint as there seemed to be a considerable lack of details, that I felt were pertinent, in Cooper's response. Though the company was great to work with in the beginning (sales and installation), the customer service and follow through after they had my payment has been horrible. Because of this, I will actively not recommend this company to others.
Final Business Response /* (4000, 14, 2015/12/10) */
Going over my notes I do see that we failed to pull the permit before the install happened. There is no excuse for that, but please note that it was in the works prior and we do pull permits on all jobs that require it. I have great history with all the city's and county's with our permits.
Im always disappointed to hear when one of our customers is not 100% satisfied with our services. When I spoke to the customer on 11/30 she seemed happy and had informed me that every thing had been resolved.
I Left the customer a message to see if there is any thing else that we can do to try and right the situation.
We at Cooper Heating strive every day to be the best HVAC contractor in town but seemed to fall short on our follow up and customer service with this install. We will learn from this situation and work to be better with our communication with our customers.
Final Consumer Response /* (2000, 16, 2015/12/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: They did not give a resolution to the the complaint. All they said is that they will do paperwork. That is not a resolution. I want a specific time frame of when I will get my rebate money. They said the adviser had a family emergency but failed to communicate with me that there was going to be a delay. Also talked with 2 people ([redacted] and [redacted]) that they said they would take care of the rebate for me but kept ignoring my calls. Talked with [redacted] 3 weeks ago, on August 9th about the the situation, and haven't heard anything back from him since. Tried to call 2 times today and no answer and his voice mail said it was full so I could not leave a message. Also emailed him with no response.
Sincerely,
[redacted]

Hello, My adviser who was working with the customer had a family emergency that required his full attention. I have him set up to be in the office all day tomorrow, Friday 8/26/16, to get any lingering paperwork and rebates submitted to insure that we are getting our customers taken care...

of.

Hello, We were contracted through the [redacted] HVAC program to install a new Air Conditioner for the customer on 6/9/16 for $5787. The customer was approved for financing in the amount of $5387 and was supposed to cut us a check for the remaining balance of $400. The install of the unit was completed...

on 6/9/16 and had passed the City of Sheridan’s inspection on 6/22/16. My call history shows that the customer called in on 6/13/16 complaining about the cooling. We were able to send out a technician on 6/14/16 to investigate the issue. We had the tech available for the site visit at 12:39 PM and called the homeowner to inform them that the tech would be on his way. The customer did not answer so we had left a message stating that we do require voice confirmation before dispatching the tech out and that we would be sending him to his next call until they call us back. This happened a total of 4 times this day until the customer finally returned our call at 6:57 that evening.  At that time, the member was not happy because we had informed them that we would have to reschedule for the following day. They requested to have a supervisor contact them. The following morning at 6:34 a supervisor reached out and left them a message that we could have a tech out between 7 and 9 that morning. We called again at 7:04 AM letting them know that the tech was available but again we received no response until 10:49 AM. We informed them that we could be out that afternoon to take a look at the issue. We had set up an appointment for after 3 PM that day. At 3:46 PM we called the customer and were able to make contact and dispatched the tech out to the customer’s house. Upon arrival at the home the tech checked the size of the equipment and the performance of the unit only to find that the unit was running and sized within manufactures specifications. At that time, the tech requested to have a supervisor out to investigate further. Appointment was set for 6/20/16 between 9 and 11 AM. At 9:52 AM on 6/20/16, the field supervisor was dispatched out to investigate. He was able to confirm the size and operation of unit were not the issue. Upon further research he was able to locate 2 main sources of the problems. First, the home had extensive supply runs in his basement which was why the down stairs was so cold and we were getting limited air flow to the upper levels. The second issue was the insulation in the attic ranged from 0 to 6 inches throughout the space. The heat from the attic was transferring to the upper floors due to the envelope of the house not being properly sealed. Both are existing issues. I had a conversation with the customer letting him know that these were existing issues and they needed to be repaired. The customer became upset because he believed that this is something that should have been looked at before the install was complete and the expectations were that he was going to be able to cool his home with the purchase he had made. We do guarantee all work that we perform so regardless that these were preexisting issues I agreed that we would take care of the problems at no cost to the customer. I contacted [redacted], the owner of [redacted] to have him take care of the insulation issues. He gave me a rough estimate of $2500 but would need to perform a site visit with the customer to get me a final price. That appointment never happened because there was some kind of confrontation between [redacted] and the customer. This is the message that I had received from [redacted]. “Hey [redacted], Just wanted to let you know that I won't be working with ** on this insulation project. He hung up on me and, I apologize for any inconvenience, but I don't work with clients like him.” After speaking to both [redacted] and **, they had contradicting stories on what had transpired between the two of them. Because ** is my customer and I’m trying to get this resolved I again agreed to get another company out to get the insulation taken care of at no cost. We proceeded to contact [redacted] and were able to work out a plan to get the work expedited and completed this week. Roughly the same time, my accounting department contacted me to inform us that the customer had actually not completed the required forms for the financing that should have been completed before the install began. This is a [redacted] policy to collect payment before the install and from there they hold all funds until the post install paperwork from [redacted] is completed and turned in. After the paperwork has been approved payment can be released to us. At that time, I contacted ** and requested to have him call me so we could go over the financing issues so I could get the payment processed and then get the insulation completed at again no cost to the customer. The customer did not contact us back so my office proceeded to follow up with him the following day, (yesterday). While I was out of the office yesterday at lunch, he finally contacted us. He was transferred to one of my coordinators who explained to him that we could not put in the order to have the 3rd party insulation company out until he completed the financing documents. He escalated the situation yet again yelling at my coordinator and eventually hanging up on him. I reached out as soon as I returned to the office to find out if the customer would rather have us come remove the equipment from his house since he is refusing to pay or if he would like to complete the financing paperwork so I can continue to try and fix his existing issues at no cost. I had heard nothing back in regards to the situation until I received this complaint this morning. (Side Note) We had planned to have our technicians out to make the duct adjustments in the basement and plug the extra supply vents in during the attic insulation but we have not been able to get that far because of the issues with the customer. We always try to take care of all of our customers with the best service but at this point I would rather remove the equipment and issue a full refund. (Although this will not be necessary considering he has still not completed the financing paperwork or payed the additional $400 due to us). We have gone above and beyond with this customer and believe I have exhausted every resource available to me to try and get this resolved.   CC’d [redacted] Dept. 45-Special Order Kiosk

I have had good communication with the customer over the last few days. The insulation for the attic was taken care of on Wednesday and although we have not had a extremely hot day the customer said he can tell the difference. We are set up to go out on Tuesday of next week and fix the duct work in the basement. Once all that is complete we can then talk to the customer about collecting the remaining $400 from him so I can finalize the job and start working on the rebates and money that will be due back to the customer. As far as I can tell all issues seem to be resolved.