Cooper Heating & Cooling

Hello, We were contracted through the [redacted] HVAC program to install a new Air Conditioner for the customer on 6/9/for $The customer was approved for financing in the amount of $and was supposed to cut us a check for the remaining balance of $The install of the unit was completed on 6/9/and had passed the City of Sheridan’s inspection on 6/22/My call history shows that the customer called in on 6/13/complaining about the coolingWe were able to send out a technician on 6/14/to investigate the issueWe had the tech available for the site visit at 12:PM and called the homeowner to inform them that the tech would be on his wayThe 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 backThis happened a total of times this day until the customer finally returned our call at 6:that evening At that time, the member was not happy because we had informed them that we would have to reschedule for the following dayThey requested to have a supervisor contact themThe following morning at 6:a supervisor reached out and left them a message that we could have a tech out between and that morningWe called again at 7:AM letting them know that the tech was available but again we received no response until 10:AMWe informed them that we could be out that afternoon to take a look at the issueWe had set up an appointment for after PM that dayAt 3:PM we called the customer and were able to make contact and dispatched the tech out to the customer’s houseUpon 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 specificationsAt that time, the tech requested to have a supervisor out to investigate furtherAppointment was set for 6/20/between and AMAt 9:AM on 6/20/16, the field supervisor was dispatched out to investigateHe was able to confirm the size and operation of unit were not the issueUpon further research he was able to locate main sources of the problemsFirst, 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 levelsThe second issue was the insulation in the attic ranged from to inches throughout the spaceThe heat from the attic was transferring to the upper floors due to the envelope of the house not being properly sealedBoth are existing issuesI had a conversation with the customer letting him know that these were existing issues and they needed to be repairedThe 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 madeWe 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 customerI contacted [redacted] ***, the owner of [redacted] to have him take care of the insulation issuesHe gave me a rough estimate of $but would need to perform a site visit with the customer to get me a final priceThat appointment never happened because there was some kind of confrontation between [redacted] and the customerThis is the message that I had received from ***“Hey ***, Just wanted to let you know that I won't be working with [redacted] on this insulation projectHe 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 themBecause [redacted] 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 costWe proceeded to contact [redacted] and were able to work out a plan to get the work expedited and completed this weekRoughly 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 beganThis 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 inAfter the paperwork has been approved payment can be released to usAt that time, I contacted [redacted] 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 customerThe 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 usHe 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 documentsHe escalated the situation yet again yelling at my coordinator and eventually hanging up on himI 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 costI 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 customerWe 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 $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] Dept45-Special Order Kiosk

I have had good communication with the customer over the last few daysThe 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 differenceWe are set up to go out on Tuesday of next week and fix the duct work in the basementOnce all that is complete we can then talk to the customer about collecting the remaining $from him so I can finalize the job and start working on the rebates and money that will be due back to the customerAs far as I can tell all issues seem to be resolved

Hello, My adviser who was working with the customer had a family emergency that required his full attentionI 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

Complaint: [redacted] I am rejecting this response because: They did not give a resolution to the the complaintAll they said is that they will do paperworkThat is not a resolutionI want a specific time frame of when I will get my rebate moneyThey said the adviser had a family emergency but failed to communicate with me that there was going to be a delayAlso talked with people ( [redacted] and ***) that they said they would take care of the rebate for me but kept ignoring my callsTalked with [redacted] weeks ago, on August 9th about the the situation, and haven't heard anything back from him sinceTried to call times today and no answer and his voice mail said it was full so I could not leave a messageAlso emailed him with no response Sincerely, [redacted]

Hello, I have spoke to the customer and sent him a check for the full rebate amountCustomer is happy with the resolutionPlease reach out if you have any other questions

Initial Business Response / [redacted] (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/(We do pull permits on every job)Permit and Cooper letter was sent to Mrs [redacted] on 08/06/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 backWe never spoke to her husbandWe 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 $which she agreed toShe then signed the paperwork to have the rebate issued directly to Cooper, this was all done on 11/6/Check was issued 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 issueThat is why we did send them the check directly from Cooper Heating instead of making them wait for the rebate from energy companyI 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 10/19/8: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 timeER 11/3/10:AM - Xcel has not contacted me back, waiting for a responseWill 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 rebatesAlso 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/Advised customer refund request was submitted on 11/Customer is upset because she said she was told it was submitted on 10/She would like check expeditedI emailed accounting to request this Initial Consumer Rebuttal / [redacted] (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 Cooper did NOT pull a permit prior to the workAfter I called the city to schedule an inspection, I was informed there was no permit pulledCooper did not initiate applying for this permit until I contacted them and request this be completed I called and left a message with the person in charge of rebates at Cooper on 10/as we had not received our rebate check (which should have arrived approximately 9/22)I received no responseI called again on 10/and both spoke with the receptionist and left a messageWe received a response on 10/I agreed that Cooper could send us the rebate directly, but NEVER signed any paperwork to this effectI was told that the check would arrive within weeks (this would be Nov 2)As mentioned previously, I understand mistakes happen, and this would have been an acceptable solution By November 6th, I had yet to receive a rebateI called and spoke with a manager who was VERY dismissive about my need to receive a $rebateAdditionally, 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 departmentShe then said it would be an additional weeks before I received my rebateIt 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/to verify this informationI 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 responseThough 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 horribleBecause of this, I will actively not recommend this company to others Final Business Response / [redacted] (4000, 14, 2015/12/10) */ Going over my notes I do see that we failed to pull the permit before the install happenedThere 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 itI 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 servicesWhen I spoke to the customer on 11/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 installWe will learn from this situation and work to be better with our communication with our customers Final Consumer Response / [redacted] (2000, 16, 2015/12/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)