Thomas & Galbraith is a company based on trust and customer service. According to our records, we arrived at this home on June 28, 2016. Upon arrival our technician found ice on the evaporator coil, very low suction pressure and high head pressure....capacitor on AC is bad on the compressor...
side, compressor would not run without capacitor replacement. Many other diagnostics were noted and options for repairs given. This documents was signed by the homeowner; [redacted]. (see attached Summary of Findings 6-28-16). We had to return once the evaporator coil was thawed to install the capacitor to further diagnose. More options were given at this time (see attached Summary of Findings 7-1-16). All options were clearly explained and signed off on. Thomas & Galbraith has already sent a refund check for the appropriate amount and Ms. [redacted] received discounted pricing for purchasing the maintenance agreement and we did not charge her a service call fee. Thomas & Galbraith clearly spent a great amount of time at this home diagnosing the issue with the air conditioning and giving solutions. We do not feel another refund is due to Ms. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I disagree with their response for the following reasons: (1) As previously stated, the unit was installed incorrectly in that, per their admission, the unit was placed on the ground when it should have been placed off the ground. (2) The noise started way before I even called them; however, I didn't call because I ignored the noise until my neighbor informed me it should not be making the noise and he advised me to contact the company. The company states I waited six months to contact them and this is incorrect. I made numerous calls before finally getting someone to return my call (the company said they never received my prior messages; however, I had spoken with a "lady" who promised to relay the messages each time, which were ignored, obviously. (3) I believe it's unfair that the company would expect me to accept them "putting bandages" on a unit that was purchased new but with obvious defects -- rather than replacing this unit. (4) When I finally did speak with "management" who came to my home, I stressed then that I felt the unit should be replaced. By the way, they failed to mention that when they came to my home the system was covered with ice so they suggested that I run it on "emergency heat." Is this a natural occurrence? Again, the unit is faulty. For this being a new unit, I feel I've had too many problems with it and the problems started months after the installation. (5) The company said they have had no further calls/contact with me -- this is untrue. I left that manager two messages but my calls were not returned; (6) As far as contacting them for service, I have no faith in this company and I have no faith in the unit. A brand new unit, that I paid very good money for, should not be having this many issues -- before the unit was even a year old; (7) They say the unit is only exhibiting problems/noise in air condition mode. This is also untrue. The unit is also grinding/making funny noises (that wake me up at night) in the heating mode, which is what finally caused me to write to the Revdex.com (and after they stopped returning my calls). (8) The prior unit was also a heat pump. They said it's normal for a heat pump to make noise. The old unit didn't. Am I to understand the life expectancy of their units are very short? I feel this company sold me a faulty unit and is treating me unfairly and is trying to do everything but the right thing, which is to replace this unit. I also feel they are attempting to take advantage of a senior citizen who is a female. To conclude, they either need to refund me my money so that I may find a reputable company to replace the unit or they should replace it. If you need a statement from my neighbor (a home owner and a business owner), I'm sure he will be more than happy to supply his take on this situation and what he has witnessed with this unit. I am very vexed with this company and the treatment I have received from them. I'm a very unhappy and unsatisfied customer. Thank you.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. In Jarboe's response it does not include anything about when the first technician Dave K[redacted] came to our home for a routine service check up on our furnace and that previously two other representative from Jarboe's came out to our home to see tell us about a "new promotion" they where offering. Both were to have looked at our system and everything was fine even sold us a blue light @ a cost of $700.00. Not more than a week later our furnace began having problems. Jarboe sent out a new tech Mr. B[redacted] who found a big mess that our unit was broken and needed a new coil...we where stunned how could three people have been here and no one saw this problem. We were told it was something that with out a doubt they would have seen if they actually looked at the outside unit. It was discovered that the first tech and promotion guy had never looked at the outside unit. Mr. B[redacted] brought this to Dave M[redacted] attention and where told this was there mistake and they would take care of it and make it right. We where told we could replace coils to see it this would fix the problem which we said ok we would give it a chance...we where under the impression that Jaboe's was going to take care of this repair. It did not fix the problem it just got worse they said we now needed another part or we should look at getting a new furnace. We thought since they had already put out the money for the new coils we should try and see if it would work with the new less expensive fix. We where trusting Jarboes experience and going with what was recommended. No one ever said that we where paying for there mistake. At least not until they came back to install the new part. We were shocked beyond belief. We had gone two months without a furnace and gave Jarboe every chance to make things right. This has been a horrible experience. They say that they have a 100% satisfaction guarantee...We am not satisfied with how this has been handled. We understand that there has been a lot of misunderstanding regarding this matter but we do not deserve to be treated in this matter. We trusted you to make thing right. We still have not heard back from Dave M[redacted] and are waiting for a response on what to do with your coils and blue light.
Regards,
[redacted]
Williams Comfort Air is a company built on trust and customer service. According to our records, the only telephone number on Ms. [redacted]'s account is Mr. [redacted]'s cell phone number. We have no other phone numbers listed. Williams Comfort Air was contacted by Mr. [redacted] to install WiFi capable...
thermostats at Ms. [redacted]s home in order for Mr. [redacted] and Williams Comfort Air to be alerted if there was a heating or cooling issue at the home as well as being able to change the temperature via a portable device. Our technician contacted Mr. [redacted] when heading to install the thermostats and gave Mr [redacted] a discount on the price. The Quality Assurance Manager also gave another $95 credit on Mr. [redacted]'s credit card for the one digital thermostat we installed during the installation of Ms. [redacted]'s new system in 2015. In conclusion, Mr. [redacted] requested the thermostats, new the price prior to installation and gave his credit card number to pay for them. Williams Comfort Air would be happy to extend Ms. [redacted]'s HVAC maintenance agreement by 2 more years, free of charge as a token of appreciation and hopes to continue to earn their trust.
Thomas & Galbraith is a company based on trust and customer service. According to our records, we arrived at this home on June 28, 2016. Upon arrival our technician found ice on the evaporator coil, very low suction pressure and high head pressure....capacitor on AC is bad on the compressor...
side, compressor would not run without capacitor replacement. Many other diagnostics were noted and options for repairs given. This documents was signed by the homeowner; [redacted]. (see attached Summary of Findings 6-28-16). We had to return once the evaporator coil was thawed to install the capacitor to further diagnose. More options were given at this time (see attached Summary of Findings 7-1-16). All options were clearly explained and signed off on. Thomas & Galbraith has already sent a refund check for the appropriate amount and Ms. [redacted] received discounted pricing for purchasing the maintenance agreement and we did not charge her a service call fee. Thomas & Galbraith clearly spent a great amount of time at this home diagnosing the issue with the air conditioning and giving solutions. We do not feel another refund is due to Ms. [redacted].
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I disagree with their response for the following reasons: (1) As previously stated, the unit was installed incorrectly in that, per their admission, the unit was placed on the ground when it should have been placed off the ground. (2) The noise started way before I even called them; however, I didn't call because I ignored the noise until my neighbor informed me it should not be making the noise and he advised me to contact the company. The company states I waited six months to contact them and this is incorrect. I made numerous calls before finally getting someone to return my call (the company said they never received my prior messages; however, I had spoken with a "lady" who promised to relay the messages each time, which were ignored, obviously. (3) I believe it's unfair that the company would expect me to accept them "putting bandages" on a unit that was purchased new but with obvious defects -- rather than replacing this unit. (4) When I finally did speak with "management" who came to my home, I stressed then that I felt the unit should be replaced. By the way, they failed to mention that when they came to my home the system was covered with ice so they suggested that I run it on "emergency heat." Is this a natural occurrence? Again, the unit is faulty. For this being a new unit, I feel I've had too many problems with it and the problems started months after the installation. (5) The company said they have had no further calls/contact with me -- this is untrue. I left that manager two messages but my calls were not returned; (6) As far as contacting them for service, I have no faith in this company and I have no faith in the unit. A brand new unit, that I paid very good money for, should not be having this many issues -- before the unit was even a year old; (7) They say the unit is only exhibiting problems/noise in air condition mode. This is also untrue. The unit is also grinding/making funny noises (that wake me up at night) in the heating mode, which is what finally caused me to write to the Revdex.com (and after they stopped returning my calls). (8) The prior unit was also a heat pump. They said it's normal for a heat pump to make noise. The old unit didn't. Am I to understand the life expectancy of their units are very short? I feel this company sold me a faulty unit and is treating me unfairly and is trying to do everything but the right thing, which is to replace this unit. I also feel they are attempting to take advantage of a senior citizen who is a female. To conclude, they either need to refund me my money so that I may find a reputable company to replace the unit or they should replace it. If you need a statement from my neighbor (a home owner and a business owner), I'm sure he will be more than happy to supply his take on this situation and what he has witnessed with this unit. I am very vexed with this company and the treatment I have received from them. I'm a very unhappy and unsatisfied customer. Thank you.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below. In Jarboe's response it does not include anything about when the first technician Dave K[redacted] came to our home for a routine service check up on our furnace and that previously two other representative from Jarboe's came out to our home to see tell us about a "new promotion" they where offering. Both were to have looked at our system and everything was fine even sold us a blue light @ a cost of $700.00. Not more than a week later our furnace began having problems. Jarboe sent out a new tech Mr. B[redacted] who found a big mess that our unit was broken and needed a new coil...we where stunned how could three people have been here and no one saw this problem. We were told it was something that with out a doubt they would have seen if they actually looked at the outside unit. It was discovered that the first tech and promotion guy had never looked at the outside unit. Mr. B[redacted] brought this to Dave M[redacted] attention and where told this was there mistake and they would take care of it and make it right. We where told we could replace coils to see it this would fix the problem which we said ok we would give it a chance...we where under the impression that Jaboe's was going to take care of this repair. It did not fix the problem it just got worse they said we now needed another part or we should look at getting a new furnace. We thought since they had already put out the money for the new coils we should try and see if it would work with the new less expensive fix. We where trusting Jarboes experience and going with what was recommended. No one ever said that we where paying for there mistake. At least not until they came back to install the new part. We were shocked beyond belief. We had gone two months without a furnace and gave Jarboe every chance to make things right. This has been a horrible experience. They say that they have a 100% satisfaction guarantee...We am not satisfied with how this has been handled. We understand that there has been a lot of misunderstanding regarding this matter but we do not deserve to be treated in this matter. We trusted you to make thing right. We still have not heard back from Dave M[redacted] and are waiting for a response on what to do with your coils and blue light.
Regards,
[redacted]
Williams Comfort Air is a company built on trust and customer service. According to our records, the only telephone number on Ms. [redacted]'s account is Mr. [redacted]'s cell phone number. We have no other phone numbers listed. Williams Comfort Air was contacted by Mr. [redacted] to install WiFi capable...
thermostats at Ms. [redacted]s home in order for Mr. [redacted] and Williams Comfort Air to be alerted if there was a heating or cooling issue at the home as well as being able to change the temperature via a portable device. Our technician contacted Mr. [redacted] when heading to install the thermostats and gave Mr [redacted] a discount on the price. The Quality Assurance Manager also gave another $95 credit on Mr. [redacted]'s credit card for the one digital thermostat we installed during the installation of Ms. [redacted]'s new system in 2015. In conclusion, Mr. [redacted] requested the thermostats, new the price prior to installation and gave his credit card number to pay for them. Williams Comfort Air would be happy to extend Ms. [redacted]'s HVAC maintenance agreement by 2 more years, free of charge as a token of appreciation and hopes to continue to earn their trust.