Elite Heating & Air Conditioning

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me
Elite Heating and Air Conditioning:
For the future of your business and your customers I would advise you to always have a written (signed) estimate (which I believe is required by law) to not only back up yourselves, but also the customer. That way there is no question on the amount that is being charged to do the work
At the time I came into your office there was absolutely no discussion of a refund in the amount of $There is also a statement on your website that you would give 10% off any repairs to senior citizensWhich I didn't receiveIf anything, I feel like I was taken advantage of because I am a senior citizen
I would appreciate it if you could issue me a $ refund checkI hope in the future you communicate honestly and openly about the work you are doing for your business and your customers sake.
Thank you

In regards to the complaint from [redacted]:
The following letter was provided to the customer on October 6th 2014.
Elite Heating and Air
[redacted]
[redacted]
 
Dear [redacted],
  Firstly I want to
apologize for not getting back to you...

sooner. We were working a multi-day
install last week that required me to be onsite for the duration. Secondly I
wanted to provide clarification regarding your rebate request. The system that
we installed on Monday, September 15th is a Trane XB300 condensing
unit with matched up flow coil, and 80% AFUE furnace. The system is a 13.5
SEER, 10.90 EER. This system matchup does not qualify for SMUD rebates. Per our
discussion on Thursday, September 11th the options available were
for Goodman 13 SEER system for $6,826.00, Trane 13 SEER for $7,626.00, Trane
14.5 SEER for $8,210.00, and Trane 16 SEER for $8,714.00. There are no rebates
on 13 SEER equipment, and $400, $500, and $650.00 rebates for 14.5, 15, and 16
SEER respectively. The additional cost of the equipment, along with additional
components that can fail, as well as the limited return on investment led us to
the mutual decision to install the 13 SEER Trane system. Below is an operating
cost breakdown that may help explain.
13 SEER system .32 cents per hour. 950 hours of operation
based on climate zone average equals $313.06 annually. 20 year cost to operate
$6,261.22
14.5 SEER system 29.5 cents per hour. 950 hours of operation
based on climate zone average equals $280.67 annually. 20 year cost to operate
$5,613.51
As you can see the utility savings is only $647.71 over 20
years. Now factoring in the difference in cost of $584.00 and the rebate of
$400.00 the actual difference is very negligible. The only other factor is cost
of future repairs. Assuming a higher efficiency system has more components, as
well as higher system pressure it is likely the cost of ownership would be
higher.
I sincerely hope this clears up any confusion with the
rebate. If you have any additional questions, or if this explanation is not
satisfactory please contact me so we can discuss and come up with a solution
that is mutually agreeable.
 
Once again I apologize for any misunderstanding.
 
Thank you,
[redacted]
Elite Heating and Air
[redacted]
Additionally when the property owner came to our location and met with myself and the business owner, she agreed that she had been mistaken about the total. We were able to prove this through documentation and text messaging. In the interests of customer satisfaction and maintaining our reputation, we also offered a refund of $700.00. The refund was refused by [redacted] who again agreed that she had been mistaken. The job was financed by a 3rd party lender. [redacted] called and complained that she had been overcharged prior to meeting with myself and the business owner, this prompted the lender to call me and discuss the issue. I let the lender know the problem had been resolved during our meeting. The lender then contacted [redacted] to verify that the total of $7,626.00 was correct. The lender was told by [redacted] that the total was correct. As to the rebate from [redacted] the rebate application very clearly identifies what efficiencies qualify for rebates. There is nothing to fill out as the installed system does not qualify for a rebate. It was made clear at the time of estimate that the system did not qualify for rebates. We have made efforts to ensure the property owner is satisfied, but due to a lack of communication by the property owner we were unaware there was still an issue. The offer Elite Heating and Air made to the property owner still stands, and we will gladly refund the $700.00 once this complaint is favorably closed, and the property owner assures us that she will not continue to tarnish our reputation.

Review: * The company never printed and had customer sign an Estimate for a new Air Conditioner Unit (which I have since heard is required by the State of CA)* Never pulled Permits before installing the new unit * After numerous attempts of trying to receive a copy of my invoice which should have been provided to me once installation was complete. I had to go to the business multiple times to finally retrieve it (which should not have been a struggle). At that time I found out they charged me $900.00 more than I was "verbally" quoted. * Was told that I needed a certain size unit and I "verbally" agreed to the price of that unit and found out at the time I picked up my invoice that I had a larger unit installed which made the price increase $900.00. This would have been nice to know at the time of installation.* Company will not complete a [redacted] rebate form which would give me $400-600.00 back for purchasing an energy efficient unit. * Poor Customer Service and very Rude to their customers when asked for an invoice. (ELITE - [redacted])* Very confusing- 3 different addresses listed however, the same telephone number for all three locations.Desired Settlement: I would like my [redacted] rebate form completed so I can receive the rebate that I deserve. I would also like $900.00 refunded to me for the additional charges I was unaware of until asking for my invoice. Thank you!

Business

Response:

In regards to the complaint from [redacted]:

The following letter was provided to the customer on October 6th 2014.

Elite Heating and Air

Dear [redacted],

Firstly I want to

apologize for not getting back to you sooner. We were working a multi-day

install last week that required me to be onsite for the duration. Secondly I

wanted to provide clarification regarding your rebate request. The system that

we installed on Monday, September 15th is a Trane XB300 condensing

unit with matched up flow coil, and 80% AFUE furnace. The system is a 13.5

SEER, 10.90 EER. This system matchup does not qualify for SMUD rebates. Per our

discussion on Thursday, September 11th the options available were

for Goodman 13 SEER system for $6,826.00, Trane 13 SEER for $7,626.00, Trane

14.5 SEER for $8,210.00, and Trane 16 SEER for $8,714.00. There are no rebates

on 13 SEER equipment, and $400, $500, and $650.00 rebates for 14.5, 15, and 16

SEER respectively. The additional cost of the equipment, along with additional

components that can fail, as well as the limited return on investment led us to

the mutual decision to install the 13 SEER Trane system. Below is an operating

cost breakdown that may help explain.

13 SEER system .32 cents per hour. 950 hours of operation

based on climate zone average equals $313.06 annually. 20 year cost to operate

$6,261.22

14.5 SEER system 29.5 cents per hour. 950 hours of operation

based on climate zone average equals $280.67 annually. 20 year cost to operate

$5,613.51

As you can see the utility savings is only $647.71 over 20

years. Now factoring in the difference in cost of $584.00 and the rebate of

$400.00 the actual difference is very negligible. The only other factor is cost

of future repairs. Assuming a higher efficiency system has more components, as

well as higher system pressure it is likely the cost of ownership would be

higher.

I sincerely hope this clears up any confusion with the

rebate. If you have any additional questions, or if this explanation is not

satisfactory please contact me so we can discuss and come up with a solution

that is mutually agreeable.

Once again I apologize for any misunderstanding.

Thank you,

Elite Heating and Air

Additionally when the property owner came to our location and met with myself and the business owner, she agreed that she had been mistaken about the total. We were able to prove this through documentation and text messaging. In the interests of customer satisfaction and maintaining our reputation, we also offered a refund of $700.00. The refund was refused by [redacted] who again agreed that she had been mistaken. The job was financed by a 3rd party lender. [redacted] called and complained that she had been overcharged prior to meeting with myself and the business owner, this prompted the lender to call me and discuss the issue. I let the lender know the problem had been resolved during our meeting. The lender then contacted [redacted] to verify that the total of $7,626.00 was correct. The lender was told by [redacted] that the total was correct. As to the rebate from [redacted] the rebate application very clearly identifies what efficiencies qualify for rebates. There is nothing to fill out as the installed system does not qualify for a rebate. It was made clear at the time of estimate that the system did not qualify for rebates. We have made efforts to ensure the property owner is satisfied, but due to a lack of communication by the property owner we were unaware there was still an issue. The offer Elite Heating and Air made to the property owner still stands, and we will gladly refund the $700.00 once this complaint is favorably closed, and the property owner assures us that she will not continue to tarnish our reputation.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Elite Heating and Air Conditioning:

For the future of your business and your customers I would advise you to always have a written (signed) estimate (which I believe is required by law) to not only back up yourselves, but also the customer. That way there is no question on the amount that is being charged to do the work.

At the time I came into your office there was absolutely no discussion of a refund in the amount of $700.00. There is also a statement on your website that you would give 10% off any repairs to senior citizens. Which I didn't receive. If anything, I feel like I was taken advantage of because I am a senior citizen.

I would appreciate it if you could issue me a $ 700.00 refund check. I hope in the future you communicate honestly and openly about the work you are doing for your business and your customers sake.

Thank you.

Just when we thought Customer Services was obsolete, ELITE Heating and Air proved us wrong!!!! Our technician, Eric, was incredibly knowledgeable and professional. He identified our faulty a/c within minutes and made the necessary repairs within 30-40 minutes of his arrival at a very reasonable fee. He was happy to explain the repairs every step of the way while I stood over him watching and asking questions - he even taught me a thing or two. We highly and confidently recommend ELITE for your a/c and heating needs. You'll be glad you did!

B & T (Elk Grove)