Eastern Air Control, LLC

Answer : We Rcvd on November 19, at 9:That is a SundayWe are Not Open on SundayOn Monday I left Several Message during Monday Business HoursI just happen to be working in the evening so I tried One more time to call the customerI explained who I was and the Customer actually starting Laughing, and said I had that fixed already by a plumberMy Children were Freezing and this was an EmergencyI explained Mondays are extremely Busy and said I made over Calls that Day, He Reply was , Well I could have done that myselfLaughing againI said , I explained her call DID NOT come in as an Emergency, it was a CallThey she called me a PHYSCO! and hung upShe in turn Called our Office back and I answered, She then Called me a Fat looser and that we All are losers and Hung upI did call her back, to explain to her that I did leave several Messages and her Claim was NOT sent into us as an Emergency And I have the recording to prove it! I don't know where all the laughing came from, no one was in my office but me and a TV set

Complaint: [redacted] I am rejecting this response because:Revdex.com:To put it bluntly, Eastern Air Control is lying If I could, I’d like to back up just a few minutes before pointing out the issues with their response, just to clarify.On Sunday, February 14th, after placing a call to [redacted] regarding my furnace/boiler not working, I was assigned Eastern Air Control EAC called me immediately and agreed to come out that night, for which I was ***ly very grateful It was the coldest weekend of the year, I would say less than 15-degrees out, and the conditions were ***ly dangerous if there was no heat They arrived that night around 9PM, and immediately exclaimed at how old the boiler was I knew this when purchasing the house, but thought based on the home warranty company I would be protected.After looking at it for a few minutes and trying to start it up, they said they couldn’t get it started Nick also said that even if he could get it started, it was so old it was probably leaking carbon monoxide He said if he got it started, he would be “obligated” to check for carbon monoxide, and that if found, he would “have” to shut it down Nick then told me the reason it was not working would not be covered by the home warranty company, it was an “air flow issue” and that it needed to be replaced Nick again repeated that the home warranty company would not cover the issue; this was 9:30PM on a Sunday, so I had no way to confirm that He also said that he worked with this company for years, and knew them inside and out He said I could try to get them to cover it, but they would just send someone else out in “2-days” and then I’d be in the same position I’m in Considering the temperature at the time, I didn’t have a choice, and was worried about my pipes bursting I told Nick to give me a price, and did in fact call my mother to discuss the matter with her At no time did I ask Nick if it could be fixed now, because he said it couldn’t At no time did he tell me it would take hours to defrost the pipes and he could do it immediately – I would have done that, because I was very concerned about the pipes, and was worried that in the 2-days it would take to order a new boiler or get the home warranty company in, they would burst I was desperate to unfreeze the pipes any way possible, and would have done anything.Nick then prepared an estimate, and while doing so his associate took me around the house and tried to tell me there were other parts of my house that I needed to repair soon I even texted my mother at that point “I knew this system was old as but at the same time I’m worried because of all the up sell but also don’t think I have a choice.” I did not think that I had any choice but to agree to replace the boiler that night, because I needed heat as soon as possible I therefore signed the contract that night, as EAC notes.I expected a call Monday regarding the new boiler, but never got one I finally got a call on Tuesday, and they came to replace it, telling me it would take “a few hours.” When I came home at 11AM, they were still working Finally, at 10PM, they left, saying they’d come back the next day for just “a few hours” in the morning Although I was not home during the day, when I got home in the evening it seemed like they were just getting there They finally left at or that night, the job complete.Once the job was complete, I called [redacted] to express my frustration that this issue wasn’t covered I spoke to Rashina M [redacted] a Customer Service Supervisor, and she expressed some extreme discomfort at the idea that Eastern Air Control never called them and told them the system needed to be replaced She said she was going to investigate this problem for me It took me a few more weeks to get in touch with her, but when I finally did, she told me that Eastern Air Control reported to [redacted] that they replaced a thermal coupling, and then I requested replacement of the entire system I informed [redacted] this was a lie, and she said she was going to do more investigation I was then unable to get in touch with her again.After a few weeks of being unable to get in touch with MsM [redacted] I attempted to speak to others at [redacted] I was eventually told, after some more investigation, that [redacted] had to rely on the vendor (EAC’s) statement of what happened, and that if I had an issue I had to deal with EAC directly That’s when I began to attempt to contact Eastern Air Control After not hearing from them, I filed the initial complaint with the Revdex.com, but even then continued to try to get in touch with them Finally, on Wednesday, May 4th, I managed to speak to someone at Eastern Air Control At that time, I asked to speak to one of the owners of the company, and [redacted] told me none were available She became hostile with me as soon as I mentioned my name, because (as she informed me) she knew about the complaint Although she says she “listened to him first for minutes,” she did not – in fact, our entire phone call lasted minutes, and I can submit my phone records to prove that I explained my issue with [redacted] , and indeed said I did not want to speak with Nick, but with her, as an owner ( [redacted] did not at first admit to being an owner, but eventually did I have now learned that [redacted] , ***, and Nick jointly own EAC) I explained my extreme frustration, and did my best to be polite [redacted] continually cut me off, and refused to listen to my concerns – she just kept telling me [redacted] and/or Nick would call me back tomorrow Eventually, [redacted] placed me on hold in the hopes that I would disconnect; she then hung up when I refused to do so.I repeatedly attempted to call back, a total of times, in an attempt to speak to someone Finally, I left a message explaining that I was going to come in and speak to someone, because then I wouldn’t be hung up on At no time did I say I would come and pick up a check, and at no time did [redacted] say not to come.Once I left the message explaining that I was on my way, I RECEIVED a phone call from ***; again, my call records will show an incoming call, NOT that I called [redacted] was disturbed at what I told him He said he had no idea why the warranty company was saying it was just a thermal coupling, and that he was going to call the warranty company immediately, and call me back the next day (Thursday, May 5th) Satisfied, I patiently waited, but received no call back.On Friday, May 6th, I finally called Eastern Air Control back, and got no response Frustrated, I tried again on Monday, and got no response At no time did I get to speak to anyone, which my call records were shown At no point was I told that [redacted] was at a surgeon in NYC.I then called [redacted] to see if EAC had in fact called them as [redacted] had promised According to them, [redacted] had not; however, another supervisor promised to contact Eastern Air Control directly, and get back to me.Up to this point, no phone calls had been recorded on my end; although I attempted to, the recordings did not work [redacted] did tell me all of their calls are recorded, and I implore you to produce those recordings because it will prove what I am saying is the truth.On Tuesday, May 10th, I received a phone call back from the supervisor at [redacted] He spoke to Eastern Air Control’s Nick The story now was that they would not pay for the repairs necessary, and therefore that would cost me $1700; Nick was therefore recommending replacement, but since it could be repaired [redacted] wouldn’t cover it Frustrated at this new story, I called Eastern Air Control, and managed to speak to Nick That conversation is recorded.The conversation with Nick lasted minutes, and is recorded Nick was hostile with me from the start, and repeatedly stuck to this new story He then ended the conversation by screaming at me, telling me he can’t wait for his day in court, and hanging up At no time, in any of these conversations, did I say I was falling on hard times and am short on money; the opposite is true That has nothing to do with the issue at hand.I understand that this is difficult, because there are two very different stories I can back mine up in a number of ways: in text messages to my mother, the night of the initial visit, repeating word for word what Nick said; in phone records disproving the statements of [redacted] ; and in the recorded phone call with Nick, disproving some of what he is saying I think that shows that [redacted] and Nick are lying in an attempt to protect themselves, and suggests that they need protection because they are in the wrong I am happy to provide those when requested I am not trying to gouge Eastern Air Control, or get a free system We are paying for a Home Warranty that should have covered this expense based on its vendor’s recommendation of replacement; therefore, I am only seeking what is due to me.Thank you for your time and consideration; it is greatly appreciated Regards, [redacted]

Tell us why here...Eastern Air Control, LLC [redacted] ***May 19, Complaint : # [redacted] [redacted] Revdex.com,We would like to respond to [redacted] ’s rejection of our Response Quite ***ly, we would also like to clarify a few thingsFirst of all, on Sunday February 14th, when we received the dispatch from [redacted] , we went out that very eveningIf that is not excellent service I don’t know what is! We really do not understand what the problem isThe Boiler was installed properly, and they haven’t had a problem since FebruaryAll of this I explained in our previous emailThe customer is honestly just trying to get his money back for No apparent reason except because he needs itThe customer said himself in his reply to our response; letter to Revdex.com, the system is “old as As for his choice, he knows perfectly well he did have a choice No one was pressuring him to sign the contract or get a new BoilerAnd like we stated before he knew because he is an attorney, he had up to midnight of the 3rd business days after signing the contract he could have cancel the contract according to the Federal Trade CommissionAll of our customers are told it takes several hours’ maybe days to install a Boiler, never a few hours! He also stated, “Once this job was complete”, he called [redacted] to express his frustrationAgain, may I add, he could have contacted [redacted] at any time! He said he spoke to someone, at [redacted] a call center, how do I know that, well, because an actual person in authority would have given him an extension There has been not one phone call from [redacted] expressing any inquires or from [redacted] ’s himself, about this job at allWe only knew about this situation/complaint when we read the Revdex.com ComplaintAfter reading the complaint, I spoke with [redacted] and he explained the entire process that had taken place on February 14th On May 4, I received a call from [redacted] As I explained in my previous letter, a response to his complaint, everything that had transpired at the [redacted] home that Sunday Night [redacted] did tell me he was coming in and that he expected me to write him out a check for the full refund I did tell him not to do that, and that he must speak with Nick or ***, he kept repeating I was advised NOT to talk to them by his attorney “So I will talk to you instead”, he insistedYes I did tell him repeatedly that he needed to talk to Nick and ***At no time was I hostile in any wayI was only explaining proper protocolI did ask to put him on hold, for a moment (And how would he know I hoped he would hang up.) This is ridiculous, it sounds like an assumptionI did come back on the line, explaining, my hands are tied, I explained everything I know, and that he would have to wait until he hears from [redacted] or Nick And it was redundant to keep repeating everything I said times alreadyI said have a good evening and I hung upI would like to add at no time did I tell [redacted] I was one of the owners, my son [redacted] D [redacted] and my Husband [redacted] D [redacted] are owners of this businessI said I was married to the owner and the other owner was my sonUnfortunately, [redacted] never left a message about coming in to the office, but did indeed speak with me, ( [redacted] ) telling me that he would come over to our office and would be expecting a full refund, he kept saying to me, just write the check [redacted] did repeatedly call back our office over timesThat was when [redacted] had walked in and picked up the phoneHe spoke with ***, even though he ( [redacted] ) was advised by his attorney not to do so [redacted] was not disturbed what [redacted] told him, he asked him why he wanted all of his money back [redacted] asked him is the Boiler working [redacted] *aid yes [redacted] asked him are there any problems with the Boiler? [redacted] *aid no [redacted] told [redacted] , let me check into this and I will call you back when I have answers for you The next day [redacted] went to NYC to meet with his surgeon about his knee replacementIt had been scheduled for quite some time [redacted] did not say he would call ***He did say he would look into this and get back to him.On Tuesday May 10, Nick did not speak to anyone at [redacted] about [redacted] He did, however, pick up the phone when [redacted] calledNick did speak with [redacted] , about the events that did take place on the night of February 14, I was standing right there in his officeNick was repeating everything that I ( [redacted] ) had written in my response to [redacted] ’s complaint and request for complete refund We stand together in agreementWe are telling the TruthWe installed a BoilerThe Boiler is workingThere is no reason that we should give a refund [redacted] A text message to his mother can’t prove anything besides that he needed to borrow the money from herAs to the conversation between [redacted] and myself, ( [redacted] ) about how he has fallen on hard timesAs a matter of fact, money is the issue on handI stand behind that he told me that, because I was not on the job site and did not know he borrowed money from his mother This system was from the 1960’s and his pipes were frozenThis is a bogus complaint [redacted] D [redacted] ***Eastern Air Control, LLCOffice Manager

Issue has been resolved.Thank you for your consideration
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Eastern Air Control, LLC*** *** ***
*** ** ***May 10, 2016Revdex.comComplaint# *** *** * *** *** *** ***
*** *** ** ***Dear Revdex.com:This letter is to answer complaint about our CompanyWe answered *** *** *
phone call requesting a complete refund, to find out how to deal with his problem I, (*** D.) had listened to him first for minutes, after listening to him then I asked a few questionsQuestion # Is the system working at this time? His answer was yesQuestion # Had the system failed at any time since the Install in February? His answer was noI had to explain to him the protocol that had taken place the night when the Technician arrived at his homeThe diagnosis was, The Boiler was in very poor condition, not maintained with frozen pipes The day the Technicians arrived to his home was February Valentine’s Day, it was a Sunday nightWhen the Technicians (*** D) and (Nick a Coleman and a Home performance Specialist) that just happened to be with Our Tech on a previous callWhen they arrived the system was offThe Tech diagnosed the unit had a problem was a Thermal Coupling and replaced the part and started up the BoilerAt that point, the Tech (*** D) advised the Customer his system was in very poor condition and in desperate need of MaintenanceBecause the system was shut off and it was -degrees outside, the pipes were frozenAt that point *** *** *aid can you fix it now, the Tech said yes, the pipes need to be defrosted, it would take aprox hours plus, and the Customer *** *** was told Preventative Maintenance and Frozen pipes are NOT covered by the Warranty CompanyThe Tech said “ I would be here all night and gave him a price of $1700.00”Then the Tech explained there are two Options: To do the defrosting of the pipes and clean the system or the other is not to put more money into this Plus Boiler or the other alternative is putting in a new System (Boiler) He said well, let me call my mom and see if she would lend him the MoneyThe Tech (*** D) wrote up a contract and he signed it that same night When I (*** D) was on the phone with *** *** , I had to explain this procedure several times because he did not seem to be listening and therefore asked me the same questions repeatedly and over talked when I was taking Needless to say, he repeatedly insisted on a complete refund, because he wanted it and was extremely irritable and frustrated.I expected a much higher level of understanding about repairs, contracts and payment of a job, because he is an AttorneyAfter I explained that I will have the owners call him back he Stated he was advised by his attorneys not to speak with themThen, insisted that I make out a check to him, for the complete amount of the entire Job $8500.00, and he would be coming by for the checkHe stated several times, just write me a check, I will come now and pick it upI advised him please Do Not come here it is 5pm and we are leaving for the dayAnd you need to speak to the owner’s firstImmediately; he said I expect a full refund, and hung up The next thing that happened was that he continued to ring our phones repeatedly until one of the owners (*** D) walked in and picked the phone upHe spoke with *** ***, and explained he would look into this and get back to himOn Monday , *** *** called into our office, again looking for a check for a full refund he requested We explained the owner (*** D) was at a surgeon in NYCAnd he would get back to him.On Tuesday, *** *** called and spoke with the other Owner, (*** D) actually was the Technician on the jobHe explained to *** *** the system was in working condition, and *** *** was given two optionsSpend $dollars on his current Boiler system from the 1960’s or put in a new system We are very sorry that *** *** is not happy, but after all, this was his decision*** *** did indeed tell me ( *** D) that he has fallen on hard times and is short on moneySo maybe this is what is driving his need to request a refundWe also are saddened that he has fallen on hard timesBut being an attorney, I’m sure he is well aware that he had to midnight of the 3rd Business day according Federal Trade Commission to cancel a contract At no time was *** *** rushed or coaxed to doing this jobWe are Proud of the work done at *** * *** *** home and we are enclosing picture of how nice this Boiler install looked, and is working properly If you have any question, please feel free to contact our office anytime @ *** Sincerely,*** BD* *** President, OwnerEastern Air Control, LLC

Answer : We Rcvd on November 19, 2017 at 9:01 That is a Sunday. We are Not Open on Sunday. On Monday I left Several Message  during Monday Business Hours. I just happen to be working in the evening so I tried One more time to call the customer. I explained who I was and the Customer...

actually starting Laughing, and said I had that fixed already by a plumber. My 2 Children were Freezing and this was an Emergency. I explained Mondays are extremely Busy and said I made over 50 Calls that Day, He Reply was , Well I could have done that myself. Laughing again. I said , I explained her call DID NOT come in as an Emergency, it was a Normal Call. They she called me a PHYSCO! and hung up. She in turn Called our Office back and I answered, She then Called me  a Fat looser.  and that we All are losers and Hung up. I did call her back, to explain to her that I did leave several Messages and her Claim was NOT sent into us as an Emergency And I have the recording to prove it! I don't know where all the laughing came from, no one was in my office but me and a TV set.

We have spoken with [redacted] and have set an appointment to rectify this issue, there were various unfortunate circumstances that resulted in missed appointments and we have spoken with the homeowner and we are working to address all the issues that the customer has. The customer will be refunded...

$400 for loss of work compensation. We have established an appointment for 10-12 tomorrow to complete all needed repairs and ensure the customer is satisfied with the installation.

Tell us why here...Eastern Air Control, LLC[redacted]
[redacted]May 19, 2016 Complaint : # [redacted]
[redacted]
[redacted]
 Revdex.com,We would like to respond to [redacted]’s rejection of our Response.  Quite [redacted]ly, we would also like to clarify a few things. First of all, on Sunday February 14th, when we received the dispatch from [redacted], we went out that very evening. If that is not excellent service I don’t know what is! We really do not understand what the problem is. The Boiler was installed properly, and they haven’t had a problem since February. All of this I explained in our previous email. The customer is honestly just trying to get his money back for No apparent reason except because he needs it. The customer said himself in his reply to our response; letter to Revdex.com, the system is “old as As for his choice, he knows perfectly well he did have a choice.  No one was pressuring him to sign the contract or get a new Boiler. And like we stated before he knew because he is an attorney, he had up to midnight of the 3rd business days after signing the contract he could have cancel the contract according to the Federal Trade Commission. All of our customers are told it takes several hours’ maybe days to install a Boiler, never a few hours! He also stated, “Once this job was complete”, he called [redacted] to express his frustration. Again, may I add, he could have contacted [redacted] at any time! He said he spoke to someone, at [redacted] a call center, how do I know that, well, because an actual person in authority would have given him an extension.  There has been not one phone call from [redacted] expressing any inquires or from [redacted]’s himself, about this job at all. We only knew about this situation/complaint when we read the Revdex.com Complaint. After reading the complaint, I spoke with [redacted] and he explained the entire process that had taken place on February 14th 2016. On May 4, I received a call from [redacted]. As I explained in my previous letter, a response to his complaint, everything that had transpired at the [redacted] home that Sunday Night.  [redacted] did tell me he was coming in and that he expected me to write him out a check for the full refund.  I did tell him not to do that, and that he must speak with Nick or [redacted], he kept repeating I was advised NOT to talk to them by his attorney.  “So I will talk to you instead”,  he insisted. Yes I did tell him repeatedly that he needed to talk to Nick and [redacted]. At no time was I hostile in any way. I was only explaining proper protocol. I did ask to put him on hold, for a moment.  (And how would he know I hoped he would hang up.)  This is ridiculous, it sounds like an assumption. I did come back on the line, explaining, my hands are tied, I explained everything I know, and that he would have to wait until he hears from [redacted] or Nick.  And it was redundant to keep repeating everything I said 3 times already. I said have a good evening and I hung up. I would like to add at no time did I tell [redacted] I was one of the owners, my son [redacted] D[redacted] and my Husband [redacted] D[redacted] are owners of this business. I said I was married to the owner and the other owner was my son. Unfortunately, [redacted] never left a message about coming in to the office, but did indeed speak with me, ([redacted]) telling me that he would come over to our office and would be expecting a full refund, he kept saying to me, just write the check.   [redacted] did repeatedly call back our office over 8 times. That was when [redacted] had walked in and picked up the phone. He spoke with [redacted], even though he ([redacted]) was advised by his attorney not to do so. [redacted] was not disturbed what [redacted] told him, he asked him why he wanted all of his money back. [redacted] asked him is the Boiler working.  [redacted]aid yes. [redacted] asked him are there any problems with the Boiler? [redacted]aid no. [redacted] told [redacted], let me check into this and I will call you back when I have answers for you.  The next day [redacted] went to NYC to meet with his surgeon about his knee replacement. It had been scheduled for quite some time.  [redacted] did not say he would call [redacted]. He did say he would look into this and get back to him.On Tuesday May 10, Nick did not speak to anyone at [redacted] about [redacted]. He did, however, pick up the phone when [redacted] called. Nick did speak with [redacted], about the events that did take place on the night of February 14, 2016. I was standing right there in his office. Nick was repeating everything that I ([redacted]) had written in my response to [redacted]’s complaint and request for complete refund.  We stand together in agreement. We are telling the Truth. We installed a Boiler. The Boiler is working. There is no reason that we should give a refund [redacted].  A text message to his mother can’t prove anything besides that he needed to borrow the money from her. As to the conversation between [redacted] and myself, ([redacted]) about how he has fallen on hard times. As a matter of fact, money is the issue on hand. I stand behind that he told me that, because I was not on the job site and did not know he borrowed money from his mother.  This system was from the 1960’s and his pipes were frozen. This is a bogus complaint.  [redacted] D[redacted]Eastern Air Control, LLCOffice Manager

Complaint: [redacted]
I am rejecting this response because:Revdex.com:To put it bluntly, Eastern Air Control is lying.  If I could, I’d like to back up just a few minutes before pointing out the issues with their response, just to clarify.On Sunday, February 14th, after placing a call to [redacted] regarding my furnace/boiler not working, I was assigned Eastern Air Control.  EAC called me immediately and agreed to come out that night, for which I was [redacted]ly very grateful.  It was the coldest weekend of the year, I would say less than 15-23 degrees out, and the conditions were [redacted]ly dangerous if there was no heat.  They arrived that night around 9PM, and immediately exclaimed at how old the boiler was.  I knew this when purchasing the house, but thought based on the home warranty company I would be protected.After looking at it for a few minutes and trying to start it up, they said they couldn’t get it started.  Nick also said that even if he could get it started, it was so old it was probably leaking carbon monoxide.  He said if he got it started, he would be “obligated” to check for carbon monoxide, and that if found, he would “have” to shut it down.  Nick then told me the reason it was not working would not be covered by the home warranty company, it was an “air flow issue” and that it needed to be replaced.  Nick again repeated that the home warranty company would not cover the issue; this was 9:30PM on a Sunday, so I had no way to confirm that.  He also said that he worked with this company for years, and knew them inside and out.  He said I could try to get them to cover it, but they would just send someone else out in “2-3 days” and then I’d be in the same position I’m in.  Considering the temperature at the time, I didn’t have a choice, and was worried about my pipes bursting.  I told Nick to give me a price, and did in fact call my mother to discuss the matter with her.  At no time did I ask Nick if it could be fixed now, because he said it couldn’t.  At no time did he tell me it would take 5 hours to defrost the pipes and he could do it immediately – I would have done that, because I was very concerned about the pipes, and was worried that in the 2-3 days it would take to order a new boiler or get the home warranty company in, they would burst.  I was desperate to unfreeze the pipes any way possible, and would have done anything.Nick then prepared an estimate, and while doing so his associate took me around the house and tried to tell me there were other parts of my house that I needed to repair soon.  I even texted my mother at that point “I knew this system was old as but at the same time I’m worried because of all the up sell…but also don’t think I have a choice.”  I did not think that I had any choice but to agree to replace the boiler that night, because I needed heat as soon as possible.  I therefore signed the contract that night, as EAC notes.I expected a call Monday regarding the new boiler, but never got one.  I finally got a call on Tuesday, and they came to replace it, telling me it would take “a few hours.”  When I came home at 11AM, they were still working.  Finally, at 10PM, they left, saying they’d come back the next day for just “a few hours” in the morning.  Although I was not home during the day, when I got home in the evening it seemed like they were just getting there.  They finally left at 10 or 11 that night, the job complete.Once the job was complete, I called [redacted] to express my frustration that this issue wasn’t covered.  I spoke to Rashina M[redacted] a Customer Service Supervisor, and she expressed some extreme discomfort at the idea that Eastern Air Control never called them and told them the system needed to be replaced.  She said she was going to investigate this problem for me.  It took me a few more weeks to get in touch with her, but when I finally did, she told me that Eastern Air Control reported to [redacted] that they replaced a thermal coupling, and then I requested replacement of the entire system.  I informed [redacted] this was a lie, and she said she was going to do more investigation.  I was then unable to get in touch with her again.After a few weeks of being unable to get in touch with Ms. M[redacted] I attempted to speak to others at [redacted]  I was eventually told, after some more investigation, that [redacted] had to rely on the vendor (EAC’s) statement of what happened, and that if I had an issue I had to deal with EAC directly.  That’s when I began to attempt to contact Eastern Air Control.  After not hearing from them, I filed the initial complaint with the Revdex.com, but even then continued to try to get in touch with them.  Finally, on Wednesday, May 4th, I managed to speak to someone at Eastern Air Control.  At that time, I asked to speak to one of the owners of the company, and [redacted] told me none were available.  She became hostile with me as soon as I mentioned my name, because (as she informed me) she knew about the complaint.  Although she says she “listened to him first for 45 minutes,” she did not – in fact, our entire phone call lasted 8 minutes, and I can submit my phone records to prove that.  I explained my issue with [redacted], and indeed said I did not want to speak with Nick, but with her, as an owner ([redacted] did not at first admit to being an owner, but eventually did.  I have now learned that [redacted], [redacted], and Nick jointly own EAC).  I explained my extreme frustration, and did my best to be polite.  [redacted] continually cut me off, and refused to listen to my concerns – she just kept telling me [redacted] and/or Nick would call me back tomorrow.  Eventually, [redacted] placed me on hold in the hopes that I would disconnect; she then hung up when I refused to do so.I repeatedly attempted to call back, a total of 8 times, in an attempt to speak to someone.  Finally, I left a message explaining that I was going to come in and speak to someone, because then I wouldn’t be hung up on.  At no time did I say I would come and pick up a check, and at no time did [redacted] say not to come.Once I left the message explaining that I was on my way, I RECEIVED a phone call from [redacted]; again, my call records will show an incoming call, NOT that I called.  [redacted] was disturbed at what I told him.  He said he had no idea why the warranty company was saying it was just a thermal coupling, and that he was going to call the warranty company immediately, and call me back the next day (Thursday, May 5th).  Satisfied, I patiently waited, but received no call back.On Friday, May 6th, I finally called Eastern Air Control back, and got no response.  Frustrated, I tried again on Monday, and got no response.  At no time did I get to speak to anyone, which my call records were shown.  At no point was I told that [redacted] was at a surgeon in NYC.I then called [redacted] to see if EAC had in fact called them as [redacted] had promised.  According to them, [redacted] had not; however, another supervisor promised to contact Eastern Air Control directly, and get back to me.Up to this point, no phone calls had been recorded on my end; although I attempted to, the recordings did not work.  [redacted] did tell me all of their calls are recorded, and I implore you to produce those recordings because it will prove what I am saying is the truth.On Tuesday, May 10th, I received a phone call back from the supervisor at [redacted]  He spoke to Eastern Air Control’s Nick.  The story now was that they would not pay for the repairs necessary, and therefore that would cost me $1700; Nick was therefore recommending replacement, but since it could be repaired [redacted] wouldn’t cover it.  Frustrated at this new story, I called Eastern Air Control, and managed to speak to Nick.  That conversation is recorded.The conversation with Nick lasted 6 minutes, and is recorded.  Nick was hostile with me from the start, and repeatedly stuck to this new story.  He then ended the conversation by screaming at me, telling me he can’t wait for his day in court, and hanging up.  At no time, in any of these conversations, did I say I was falling on hard times and am short on money; the opposite is true.  That has nothing to do with the issue at hand.I understand that this is difficult, because there are two very different stories.  I can back mine up in a number of ways: in text messages to my mother, the night of the initial visit, repeating word for word what Nick said; in phone records disproving the statements of [redacted]; and in the recorded phone call with Nick, disproving some of what he is saying.  I think that shows that [redacted] and Nick are lying in an attempt to protect themselves, and suggests that they need protection because they are in the wrong.  I am happy to provide those when requested.  I am not trying to gouge Eastern Air Control, or get a free system.  We are paying for a Home Warranty that should have covered this expense based on its vendor’s recommendation of replacement; therefore, I am only seeking what is due to me.Thank you for your time and consideration; it is greatly appreciated.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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]