Elite Heating, A/C Refrigeration

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Prove it by sending me an agreement that details the pricing and term.  The word "renewal" means renewal of previous agreement, which you know was a 3 year agreement.
Regards,
[redacted]

Sorry to hear you are unhappy with the service we provided, here at Elite we strive for 100% satisfaction. After review of your complaint and as you were told we wont be able to refund any money. The only fee you were charged was for a diagnostic fee, which is the fee to have a service person come...

to your home for the initial inspection.  Upon inspection of your unit we found the unit to have Freon/R22 as the refrigerant. the government stopped using this in 2010 as an acceptable refrigerant. The service technician that you had at your home found a leak, recommend a leak search to pinpoint where the leak is. This was declined by you and wasn't performed, so we weren't able to pinpoint where the actual leak was without this test. We apologize for any confusion, but will not be able to refund any money towards the diagnostic fee. Thank You for your understanding and please call us in the future if we can do anything to help you.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This business has done nothing to try to resolve my complaint. They are simply avoiding the facts.  With regard to the water faucet, I am dropping that is[redacted].  They clearly don't understand what I'm trying to say.  I brought it up when it happened and they refused to do anything about it. I simply brought it up again to show that they don't really care about their customers even though their own technician admitted that he used channel locks and broke the faucet.As for the contractual matter with the service of our 5 furnaces and 6 air conditioner units, I would like them to produce the necessary documentation showing that I only had a 1 year contract effective 3/16/15.  It will not state that it is a 1 year contract, only that it is a renewal.  Renewal of what?  My previous Pact was for 3 years, the one before that was 3 years and the one before that was three years.  I have had 3 year Pact agreements with them since 5/5/2006 so how, all of a sudden, do I only have a 1 year agreement.  They are saying this now because they don't want to deal with the problem and get by with cheating me.
Regards,
[redacted]

Thank You for bringing this issue to our attention. We strive to have every customer happy and 100% satisfied We are sorry to hear [redacted] is unhappy about her recent repair. According to our records we show a service call, the finding of the technicians report was a bad inducer motor and bad...

control board. A price was quoted to Mrs. Hustedt of S976.00 which included parts and labor, [redacted] agreed to repairs and paid, We ask that the complaint be dismissed as we preformed the work as agreed by [redacted] in reference to the price complaint, the price is just and fair for the parts replaced. We did discuss with her a replacement option due to the cost of repairs and age of furnace. She declined and we done repair, To answer her question of why she was asked to pay prior to repair, that is our policy as most parts are specific to units and unable to return.Thank You for your assistance, hope this clears up the matter.[redacted]As a gesture to hopefully satisfy [redacted] we are willing to offer a 20% discount on your next service agreement,

I will accept that ...[redacted]

In response to the letter dated 4/27/2016. We are sorry to learn you are unhappy with our services. To clarify when your credit is ran to see if you are eligible to purchase it does set you a predetermined credit line from [redacted]. The credit card you received would reflect what you were...

approved for. No charges are made against the card until you agree to purchase and sign documentation agreeing to purchase. (no transactions were made) in order to run a credit checkyou had to provide your personal information at that time as we would have no knowledge of that information. Such as your social, bday, employment info, etc. You requested a refund for the EPP (maintenance plan) you purchased. This allowed your service call to be free by utilizing the benefit of the free diagnostic. The normal price of after hours service call is $120.00. The EPP is a plan where you receive benefits from day one after the purchase. Therefore we aren't able to offer any refunds towards your purchase. However your plan is valid until 4/3/2017. Where you are eligible for two cleanings, priority service, no overtime charges and a 20% discount on parts.Sorry for the issue and hope this resolves your complaint.Elite Heating and Air Conditioning

In reference to Mr. [redacted]s reply:   The is[redacted] with the maintenance  agreements has been explained. The renewal was for the term of 1 year on all systems. The renewal you sent from 2009 as the old maintenance system and pricing. We did give you a discount on the 1 year agreement. Thank You for your understanding and for choosing us for your heating and air conditioning needs.     [redacted] Courtney Service/Sales Elite Heating and Air Conditioning

See attachmentThank You for bringing the complaint to our attention. We strive to be a company focused on customer Service and take complaints very seriously. Mr. [redacted] had scheduled a service call in reference to a PTAC unit and a preventative maintenance cleaning. On 12/20/2016, we performed a...

cleaning on furnace. Report stated All components were checked and found to be in good shape. Cycled System and monitored operation. Systern working properly at this time. (Please see attached report)The customer stated they had a family friend come out to home and no statement was given to as what they found as an issue or any invoice from a licensed HVAC company presented as part of the complaint. The main furnace was cleaned and inspected without any issue being found. At time of cleaning unit was working correctly during operation. In reference to the PTAC, the unit was inspected and found to have a fan motor going bad. A recommendation was given due to age and condition of the unit that it be replaced. An estimate was given $2,850 for replacement. Also a repair option was quoted at the time to replace the fan motor.I apologize you aren't satisfied and hope this helps explain it better. As far as a refund, you did purchase a service agreement which is a preventative Maintenance program that allows you two cleanings per year, a 20% discount on parts, priority service and no overtime fees. The total cost of that program is $197,00. The diagnostic for the PTAC unit was $90.00. So in total you paid $287,00, if you still prefer a refund on the remaining portion of the preventative maintenance, we would have to cancel the agreement and charge you for the one time cleaning on the furnace. Normal rates on the one time cleaning would be $120.00. So in total you would owe $120 + $90, which would total $ 210.00. That would make you eligible for a refund of S77.00. Or you can leave the agreement as is and receive another cleaning in the spring on the air conditioning system at no charge. (And still continue the benefits of the EPP)If you can provide a detailed diagnostic from a licensed HVAC contractor in Floyd County we would be glad to review the information further and get back to you, But feel the diagnostic was correct on both units as requested, Again we apologize for any misunderstanding and hope you will chose to use us in the future. Thank You!

evening I was wondering how do I stop the complaint I
filed on 4/21 the owner received word what was going on and she completely
agreed with me that it was wrong and refunded my money the complaint number is
[redacted] thank you for your help.

Mr. [redacted],    Thank You for bringing your concerns to our attention. We value our customer and apologize for your experience. We understand that you may have had another opinion from another company regarding your heating and air conditioning system. You being confident with the company of...

your choice is important for sure.     We will gladly send you a refund in the amount of $ 150 for the cost of the inspection of the two systems. I would ask that you send us a copy of the report or service statement from the other company and then we will get your refund processed out to you.    Sorry again for your experience and hope this will satisfy you. We value your feedback and will be investigating on our end to what may have occurred.

After reviewing the customers response, we would ask the Revdex.com close this matter as resolved. In first response we stated that the service agreement was in fact expired and that no services were owed to Mr. [redacted]. The statement of the water faucet, Mr. [redacted] stated he was not concerned and did not bring it to our attention when the alleged instance happen. Therefore why would we be responsible a year later? Thank You for your assistance in this matter, we hope this resolves the matter.

This is in response to Mr. [redacted] complaint dated 8/19/2/16    Sorry to hear the customer wasn’t satisfied with our service. We strive here at Elite Heating and Air to make sure our customers are satisfied and happy.    After reviewing your information and history we would...

add some information in the hope that it will help.    The first part of the complaint seemed to focus on a faucet that was not working, we did speak to the technician involved and the complainer. We did not feel that we    were in anyway responsible for this. The faucet was old and without the proper knob when we used it to hook our hose to for the service.    In reference to a service call on 6/12 we do see that you called in for service for your commercial property, the customer did not at this time have a current maintenance    agreement in place as we show it expiring on 03/18/16. This was a very hot weekend and we take our service agreement customers first and were unable to get someone    out until the next day 6/13, the customer wasn’t happy with that and decided to call another company of his choice. Why would we be responsible for a service bill that   we had nothing to do with?   Customer stated they on 3/18/15 they renewed a three year service agreement, our records indicate this service agreement was for one year and expired on 3/18/16.   We are truly sorry for your experience but don’t feel we were at fault. We hope you look over this information and feel this as just.   Thank you for bringing your unsatisfied message to us, we use this as a way to train our team and try to communicate things better.

[redacted] system was replaced. The air conditioning is what they purchased. We installed the air conditioning system, and then found out the blower was changed incorrectly in the furnace. Since the customer did not replace the phone as this has nothing to do with Elite Heating A/C &...

Refrigeration, Inc. The customer paid for a new air conditioner and that's exactly what they received.  We had offered to put the correct blower motor in the furnace or discounted price for the customer and had not heard back. We are sorry you were having this trouble and greatly appreciate your business. If we can do anything else to help please let us know.

Sorry to hear you aren't happy with your recent service call. After reviewing the technicians notes that was at your home, we noticed multiple issues with the air conditioning system. The company you choose may have fixed one of the issues, but ultimately not correctly the whole problem. We must...

stand by the original technicians diagnostic and feel the diagnosis was correct. We apologize for any confusion and would be glad to explain this to you if you want to call to discuss. We apologize that you weren't happy with our service and understand where there could be confusion.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
Steve [redacted]    I don't believe the company Is listening to my complaint. The serviceman said yes your leak is in your a-coil he had already put the covers back on the unit when I asked him was it in a turn around he assured me it was in to difficult a spot to get to and could not be fixed. knowing I could do it myself I did and my old coil is still here holding pressure yes I knew I had a leak they offered to change the a-coil  thank you for your response

Business response:
Mr. R[redacted] called regarding a problem with the air on 8/17/2015 . A technician was dispatched to Mr. R[redacted], the technician found a leak in the coil. The technician informed Mr. R[redacted] of the problem and that the parts were covered under warranty but the labor was not (the...

labor is not covered after 1 year of installation.) Mr. R[redacted] approved the coil replacement and the labor cost. We ordered the coil and installed it at the location. Now that the coil has been installed as Mr. R[redacted] requested he is refusing to pay the labor for the installation. The original invoice for work performed also shows 10 year parts warranty 1 year labor warranty. Can forward if needed

Ref: Revdex.com complaint April 1, 2016 Complaint ID: [redacted]In reference to your letter, As stated to Mrs [redacted] the rebates are not offered through Elite Heating and Air Conditioning. We do offer the forms and an AHRI certificate of the equipment purchased for the ease of the customer. However we are not...

responsible for the processing, as this varies from the company offering the rebate. The rebate stated in the complaint is through a local utility company Harrison [redacted]. The customer and [redacted] have an account together and therefore those to parties are responsible for any rebates or claims.As an HVAC contractor we are responsible for installing, warranties and delivering the systempurchased. Mrs [redacted] equipment purchased was a 4ttr6030b1000a trane xr16 r410-a Air Conditioner, a 4TXCB031BC3HCBA Coil and a TUC1B080A9421AE an XB 90% furnace. This is the system she agreed upon and signed paperwork reflecting that she was satisfied with the installation.We apologize for any confusion or difficulty you make have experienced with your utility company. But Elite Heating and Air Conditioning has no responsibility in this process and does not pay for rebates not offered directly through an Elite a Heating and Air direct rebate. We hope you enjoy your new comfort system for many years to come! We appreciate and value you as a Custorner. If at all possible we we would ask the Revdex.com dismiss the complaint and find the complaint as resolved. Thank you for your help on this issues.

In response to your letter, we have addressed the issue in the first response. Since the rebate is not something Elite Heating and Air provides we aren't able to help any further. Rebates are between the homeowner and 3" party that offer the promotions. Thank you for the information. We ask this be closed and resolved.Elite Heating and Air Conditioning Customer Service