Initial Business Response /* (1000, 12, 2014/10/23) */
Contact Name and Title: *** ***,JrTreasurer
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@eagle-ac.com
Page of
Revdex.com, IncOctober
Case #XXXXXXXX
We installed the mentioned systems on October 4th of with a manufacturer's extended year parts and labor warranty protection plan
We were called (and performed) a maintenance service on these systems on July 23rd We were once again requested to perform a maintenance service on these systems on June 13th The client was charged $(and they paid) for this serviceWe had technicians on site from 8:36am till 10:30am, hours each plus the time to travel to their home3.8+ man hours and chemicals to perform this work on both systemsThe systems were indeed said to be operating well
We were again called on September 3rd for a no cooling complaintOur technician found the compressor running but not compressing (equal pressures in/out)The compressor would have to be replaced! Since these unit types and models have a track record from the manufacturer of failure they have come up with a program to replace them, starting with a form for the technician to fill out while on site along with other tests to be performed before the warranty process can be startedThis was doneThe client was charged (and paid) $for this entire hour processWe discussed with the client that we would get back to them with the different warranty options available
Carrier (manufacturer) *** of course replace the compressor and cover our labor for this task as the protection plan states; however, they came out with a special program for these units due to excessive failuresNone of their warranty programs cover the shipping (to and from), refrigerant, refrigerant disposal, and miscmaterials to perform the repair (ie: driers, nitrogen, oil, etc.)
We quoted the client $to replace the compressor and the starting components for the failed unit$of this is for the shippingThe option that Carrier came up with offers the client a brand new updated replacement unit at a very discounted price, but still does not cover the shipping and miscmaterialsOur price to the client for this option is $
*** from our office gave MrsHomeowner these prices and she forwarded them to MrHomeowner
MrHomeowner called me from out of town and was not happy about the situation as the complaint refersI explained to MrHomeowner that everything was shown to be fine in June and now in September the compressor failed, these are machines and unfortunately they can fail at any timeHe questioned the warranty process and fees, I explained how the process works and what is and what is not coveredHe let me know of his dissatisfaction and how upset he was and that he was going to get another opinion from another companyI told him that was fine and that other companies could honor the warranty as well as we couldHe then asked me to order the compressor and starting components and he would think about who might perform the workI told him this wasn't possible as we must pay for the compressor and parts immediately and would not get credited until the items are returned to CarrierAs we may not be doing the replacement work we would not order the materials for someone else as we would not be able to control the return of the money we paid for themHe became more disgruntledI apologized for the situation and that our hands were tied as these were not our rulesI offered to give him the names and phone numbers of those at Carrier and their supplier that would listen to his complaint and have the power to change the situation in his favor and may possibly do just thatHe was not interested in that at this time as he was leaving to catch a planeHe would contact me laterThis official complaint to the Revdex.com is the next contact to us
As we performed a thorough maintenance on both systems in June and spent the allotted time to do that, I am unsure as to why he thinks we cheated themI understand their frustration as to what happened; however it is not due to our workThey have been loyal referring clients since the installation and we have not charged them for anything that was not provided or performedIn fact, we only charged $for a 2+ hour callWe did this because of our relationship with them and our desire to keep it
Finally we do not believe a credit is in order and we have not asked them to do any "additional work" just to honor the warrantyAs for performing the work on the second unit, Carrier *** not replace parts under warranty that have not actually failed
Sincerely,
*** ***, ***
EagleAir
(XXX) XXX-XXXX
***@eagle-ac.com
Initial Consumer Rebuttal /* (3000, 14, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I like how he refers to us as loyal clients and then calls us MrAnd MrshomeownerShows how personalized their service isI do not accept their responseThe second opinion I received from another company did not criticize Eagle Air, but did give me enough information to realize Eagle Air was not being honest
When first installed, I purchased an extended warranty from Eagle Air to cover all parts and labor on the entire system for yearsI *** not have to pay for shipping or labor on the repairsThe $labor and $shipping charge are not appropriate
2, When Eagle Air came out on June 13th, two technicians came out for minutesOne tech did most of the work while the other watchedAdding driving time on top of this at the rate of $200/hour is not appropriate and the $service call is excessive
On the follow up service call, we were told that both air conditioning units had problems and that Carrier compressors are defectiveThis turned out to not be accurate and they failed to mention that they no longer carry the Carrier line and are not on Carriers list for warranty work
On the follow up call, the technician was here for less than one hour, not the two hours that was quoted
When a company comes out for a routine service call, there is no implied warranty for their workThere is an implied trust that inspections and tests would be done to insure continued reliable use of the productWhen Eagle Air came out for the routine service call, there was an implied trust that their work would be able to detect any problems or impending problems with my A/C unitsCompressor units can fail suddenly but they do give warning signs prior to failureComing out on the follow up call and saying there are problems with both units in addition to the compressor is suspicious to say the leastEagle Air violated the implied trust of detecting problems on the first visit and for that I *** insist on reimbursement for both service calls
Final Business Response /* (4000, 16, 2014/11/07) */
Revdex.com, IncNovember
Case #XXXXXXXX
Apparently the homeowners are not aware of the constraints put on us by the Revdex.com to address them, but do so in a manner that they cannot be identified by anyoneI apologize for addressing them this way but don't know what else to doRegarding the "other" company insinuating we may not be honestWe are a company that strives for and achieves the highest of quality and integrityWe are respected and held in high regard by the "other" companiesI noticed the "other" company is unnamed and I didn't receive any paperwork back upI assure we are NOT being dishonest in any way or manner
Our quote for the repairs was $including $for shippingIt was never $500.00, this is a price quoted to us by the Carrier supplierWe must pay it and we pass ** on to the end user
Our technician's timecards show the times they were on site as what was listed in the previous letterIf one of the technicians was "watching" and the homeowners felt they were overcharged, I wish they would have expressed their concern at the time
Not sure where the inaccuracy is on the follow up service call noted by the homeowner; however, we ARE performing Carrier warranty workToo much in fact, at least one call per weekWe do not install many Carrier systems any longer and the warranty calls are one of the reasonsThe second unit did not have a problem at the time, but the starting components were recommended to be replaced as a precaution to possibly losing that units compressorThis work was included in the $also
Again, timecards show 2+ hours on siteI know I talked with the technician (on site) and the homeowner on the phone (he was not at the home) over a time period of well over an hour after the diagnostics were completed
To say that a compressor gives warning signs before they fail is completely out of lineSometimes you may hear strange noises or witness an electrical use change from them a couple of minutes to a couple of days before they fail, but not 1/months priorAgain, the second unit did not have a problem at the time, but the starting components were recommended to be replaced as a precaution to possibly losing that units compressorThis work was included in the $also
The homeowners have not accepted my invitation to talk with the manufacturer's representatives and ask them if we are indeed speaking facts in this matterIt has become a his word / our word / their ("other" company) word dramaWe are certain of the warranty facts to the homeowner we gave and stand tall for our honesty and integrity, or as the homeowner wrote "implied trust"
Since the homeowners are not willing to trust us any longer and believe what they believe, we are willing to reluctantly return the $diagnostic fee for the second callThe homeowners never complained about the maintenance we performed earlier until months laterWe *** not refund that chargeSpeaking of maintenances, this was only the second maintenance performed on the systems since their installation several years beforeThe manufacturer can void all warranties because of that if they see fit
I would also ask that the homeowners cease and desist with their negative reviews of us on social media as they are unfounded
Sincerely,
*** ***, ***
EagleAir
(XXX) XXX-XXXX
***@eagle-ac.com
Final Consumer Response /* (4200, 18, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been honest and forthright in stating the facts of this disputeEagle Air sold me the complete extended year warranty at time of installationThis warranty covers all parts and labor beyond just the compressor for a year periodThe fact that Eagle Air wanted to charge for labor and shipping for the repair work is not appropriate under the terms of the warranty they sold us eight years ago and verified by the subsequent company I went to for the repair workThe new repair company, who *** not be named because they have no place in this dispute, did state that the initial service call would be reimbursed under the terms of the warranty
As far as the initial service call, there is an unresolvable difference between what Eagle Air is reporting on their time sheet and what I witnessedI did point out that there were unusual noises coming from the units and one of the techs stated that there was a burnt wire but found nothing elseI *** admit it is possible that the compressor may have given no indications of impending failure at the time of the service call, but the timing of events, the attempt to make me pay a substantial portion of the repair ***, and Eagle Air's lack of consideration to work in good faith with their customer is the reason I filed this complaint
It appears there *** be no amicable resolution to this matterI *** weigh my options on taking this to civil litigationThank you for you attempts to arbitrate this dispute
Initial Business Response /* (1000, 12, 2014/10/23) */
Contact Name and Title: *** ***,JrTreasurer
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@eagle-ac.com
Page of
Revdex.com, IncOctober
Case #XXXXXXXX
We installed the mentioned systems on October 4th of with a manufacturer's extended year parts and labor warranty protection plan
We were called (and performed) a maintenance service on these systems on July 23rd We were once again requested to perform a maintenance service on these systems on June 13th The client was charged $(and they paid) for this serviceWe had technicians on site from 8:36am till 10:30am, hours each plus the time to travel to their home3.8+ man hours and chemicals to perform this work on both systemsThe systems were indeed said to be operating well
We were again called on September 3rd for a no cooling complaintOur technician found the compressor running but not compressing (equal pressures in/out)The compressor would have to be replaced! Since these unit types and models have a track record from the manufacturer of failure they have come up with a program to replace them, starting with a form for the technician to fill out while on site along with other tests to be performed before the warranty process can be startedThis was doneThe client was charged (and paid) $for this entire hour processWe discussed with the client that we would get back to them with the different warranty options available
Carrier (manufacturer) *** of course replace the compressor and cover our labor for this task as the protection plan states; however, they came out with a special program for these units due to excessive failuresNone of their warranty programs cover the shipping (to and from), refrigerant, refrigerant disposal, and miscmaterials to perform the repair (ie: driers, nitrogen, oil, etc.)
We quoted the client $to replace the compressor and the starting components for the failed unit$of this is for the shippingThe option that Carrier came up with offers the client a brand new updated replacement unit at a very discounted price, but still does not cover the shipping and miscmaterialsOur price to the client for this option is $
*** from our office gave MrsHomeowner these prices and she forwarded them to MrHomeowner
MrHomeowner called me from out of town and was not happy about the situation as the complaint refersI explained to MrHomeowner that everything was shown to be fine in June and now in September the compressor failed, these are machines and unfortunately they can fail at any timeHe questioned the warranty process and fees, I explained how the process works and what is and what is not coveredHe let me know of his dissatisfaction and how upset he was and that he was going to get another opinion from another companyI told him that was fine and that other companies could honor the warranty as well as we couldHe then asked me to order the compressor and starting components and he would think about who might perform the workI told him this wasn't possible as we must pay for the compressor and parts immediately and would not get credited until the items are returned to CarrierAs we may not be doing the replacement work we would not order the materials for someone else as we would not be able to control the return of the money we paid for themHe became more disgruntledI apologized for the situation and that our hands were tied as these were not our rulesI offered to give him the names and phone numbers of those at Carrier and their supplier that would listen to his complaint and have the power to change the situation in his favor and may possibly do just thatHe was not interested in that at this time as he was leaving to catch a planeHe would contact me laterThis official complaint to the Revdex.com is the next contact to us
As we performed a thorough maintenance on both systems in June and spent the allotted time to do that, I am unsure as to why he thinks we cheated themI understand their frustration as to what happened; however it is not due to our workThey have been loyal referring clients since the installation and we have not charged them for anything that was not provided or performedIn fact, we only charged $for a 2+ hour callWe did this because of our relationship with them and our desire to keep it
Finally we do not believe a credit is in order and we have not asked them to do any "additional work" just to honor the warrantyAs for performing the work on the second unit, Carrier *** not replace parts under warranty that have not actually failed
Sincerely,
*** ***, ***
EagleAir
(XXX) XXX-XXXX
***@eagle-ac.com
Initial Consumer Rebuttal /* (3000, 14, 2014/10/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I like how he refers to us as loyal clients and then calls us MrAnd MrshomeownerShows how personalized their service isI do not accept their responseThe second opinion I received from another company did not criticize Eagle Air, but did give me enough information to realize Eagle Air was not being honest
When first installed, I purchased an extended warranty from Eagle Air to cover all parts and labor on the entire system for yearsI *** not have to pay for shipping or labor on the repairsThe $labor and $shipping charge are not appropriate
2, When Eagle Air came out on June 13th, two technicians came out for minutesOne tech did most of the work while the other watchedAdding driving time on top of this at the rate of $200/hour is not appropriate and the $service call is excessive
On the follow up service call, we were told that both air conditioning units had problems and that Carrier compressors are defectiveThis turned out to not be accurate and they failed to mention that they no longer carry the Carrier line and are not on Carriers list for warranty work
On the follow up call, the technician was here for less than one hour, not the two hours that was quoted
When a company comes out for a routine service call, there is no implied warranty for their workThere is an implied trust that inspections and tests would be done to insure continued reliable use of the productWhen Eagle Air came out for the routine service call, there was an implied trust that their work would be able to detect any problems or impending problems with my A/C unitsCompressor units can fail suddenly but they do give warning signs prior to failureComing out on the follow up call and saying there are problems with both units in addition to the compressor is suspicious to say the leastEagle Air violated the implied trust of detecting problems on the first visit and for that I *** insist on reimbursement for both service calls
Final Business Response /* (4000, 16, 2014/11/07) */
Revdex.com, IncNovember
Case #XXXXXXXX
Apparently the homeowners are not aware of the constraints put on us by the Revdex.com to address them, but do so in a manner that they cannot be identified by anyoneI apologize for addressing them this way but don't know what else to doRegarding the "other" company insinuating we may not be honestWe are a company that strives for and achieves the highest of quality and integrityWe are respected and held in high regard by the "other" companiesI noticed the "other" company is unnamed and I didn't receive any paperwork back upI assure we are NOT being dishonest in any way or manner
Our quote for the repairs was $including $for shippingIt was never $500.00, this is a price quoted to us by the Carrier supplierWe must pay it and we pass ** on to the end user
Our technician's timecards show the times they were on site as what was listed in the previous letterIf one of the technicians was "watching" and the homeowners felt they were overcharged, I wish they would have expressed their concern at the time
Not sure where the inaccuracy is on the follow up service call noted by the homeowner; however, we ARE performing Carrier warranty workToo much in fact, at least one call per weekWe do not install many Carrier systems any longer and the warranty calls are one of the reasonsThe second unit did not have a problem at the time, but the starting components were recommended to be replaced as a precaution to possibly losing that units compressorThis work was included in the $also
Again, timecards show 2+ hours on siteI know I talked with the technician (on site) and the homeowner on the phone (he was not at the home) over a time period of well over an hour after the diagnostics were completed
To say that a compressor gives warning signs before they fail is completely out of lineSometimes you may hear strange noises or witness an electrical use change from them a couple of minutes to a couple of days before they fail, but not 1/months priorAgain, the second unit did not have a problem at the time, but the starting components were recommended to be replaced as a precaution to possibly losing that units compressorThis work was included in the $also
The homeowners have not accepted my invitation to talk with the manufacturer's representatives and ask them if we are indeed speaking facts in this matterIt has become a his word / our word / their ("other" company) word dramaWe are certain of the warranty facts to the homeowner we gave and stand tall for our honesty and integrity, or as the homeowner wrote "implied trust"
Since the homeowners are not willing to trust us any longer and believe what they believe, we are willing to reluctantly return the $diagnostic fee for the second callThe homeowners never complained about the maintenance we performed earlier until months laterWe *** not refund that chargeSpeaking of maintenances, this was only the second maintenance performed on the systems since their installation several years beforeThe manufacturer can void all warranties because of that if they see fit
I would also ask that the homeowners cease and desist with their negative reviews of us on social media as they are unfounded
Sincerely,
*** ***, ***
EagleAir
(XXX) XXX-XXXX
***@eagle-ac.com
Final Consumer Response /* (4200, 18, 2014/11/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been honest and forthright in stating the facts of this disputeEagle Air sold me the complete extended year warranty at time of installationThis warranty covers all parts and labor beyond just the compressor for a year periodThe fact that Eagle Air wanted to charge for labor and shipping for the repair work is not appropriate under the terms of the warranty they sold us eight years ago and verified by the subsequent company I went to for the repair workThe new repair company, who *** not be named because they have no place in this dispute, did state that the initial service call would be reimbursed under the terms of the warranty
As far as the initial service call, there is an unresolvable difference between what Eagle Air is reporting on their time sheet and what I witnessedI did point out that there were unusual noises coming from the units and one of the techs stated that there was a burnt wire but found nothing elseI *** admit it is possible that the compressor may have given no indications of impending failure at the time of the service call, but the timing of events, the attempt to make me pay a substantial portion of the repair ***, and Eagle Air's lack of consideration to work in good faith with their customer is the reason I filed this complaint
It appears there *** be no amicable resolution to this matterI *** weigh my options on taking this to civil litigationThank you for you attempts to arbitrate this dispute