Emmet Refrigeration

Review: We had Emmet come out to look at our AC since it was running all day and was still under warranty. They informed us there was a crack in the valve and needed to fix that and add refridgent (which was not covered under the warranty) so the cost for the service call and work would be $148.00. We did not think that was fair since it was under warranty but being 110 and in ** we needed the AC fixed so we allowed them to proceed. They then charged our card $748, realized the error, and charged another $148. They than issued a credit - or so they said, but to date nothing has showed on my account. When we called to inquire, [redacted] (who at first told me her a different name) told me it was a mistake and gave a lot of attitude. I told her it was an unauthorized amount and we had funds that subsequently bounced due to her MISTAKE and UNAUTHRIZED running of our card. She then proceeded to call my bank and to find out information on the amount and the bank is looking into if she fraudently spoke with them about my account without authorization. I informed her that Emmet would be responsible for the overdrawn fees and late fees on bills I am now unable to pay and she said they would not. I asked to speak to the owner but she said he's not involved and she runs the company. Because of this issue I had to go through the fraud department and dispute the amount so that my money is available tomorrow. That still does not fix the fact that my account is left overdrawn and I have additional bills to pay today and I am unable.Desired Settlement: Refund of the Mistaken amount along with a credit of any late charges to bills that I am unable to pay and overdrawn fees paid for by Emmet if Bank will not credit them.

Consumer

Response:

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.

Hi: I have reviewed [redacted] response and there is some disputes to this response as outlined below:

1. Our understanding was that unit was low (based on the information we received from on Puron because of the crack and that the valve was replaced and the puron filled. Crack may have been the wrong wording we were told the valve was leaking and that it was fixed. If the valve was not fixed then this is a bigger problem because it will continue to leak. Please confirm the leak was fixed. She also mentions our warranty company, but they are the company we got the warranty through. They are the original installers of the unit. I understand the manufacturer holds the warranty, but we got that through Emmet. We also received wrong information from Emmet back in 2011 when they installed / fixed the install the first time that they could be the ONLY ones to work on our AC or the warranty was void or I would have called another company anyway. This misinformation was not received from [redacted] but from the person that actually worked on the AC

2. The credit was NOT immediately credited back. It might have been from Emmet’s end but not to our bank and our Bank informed us that they ONLY cover over drafts from the time the credit showed on the account, which was 2 days after the work was done and after Emmet made the mistake of charging us an additional $748.94 then they were supposed to and authorized to. Because our funds were negative we were unable to pay our mortgage timely and incurred a $48.00 (approx.) late fee.

3. Yes we did receive a call from Emmet and thanked them for informing us and she also informed us the credit would be back that day, which it was NOT, so that is why two days later we were pretty upset that she gave us incorrect information and we were over drawn in our account. We also had plans to go out for a date that evening and were unable because our account was over drawn due to Emmet.

4. [redacted] did give me an incorrect name of “[redacted]” (sp?) the first time I called, I was thrown off by the peculiar name given so I confirmed did you say “[redacted]” and she confirmed yes. The only reason I recognized the name [redacted] when she called back is because at that point I did an internet search of reviews on Emmet and saw lots of reviews talking negatively and referencing a [redacted]. This item does not really matter, but it is strange to me when running a professional business. I also researched the ROC information to see who the qualifying party on the license was in case I needed to proceed with other remedies.

5. I informed [redacted] that my Bank, which I confirmed with twice would take 7-10 business days to issue the credit so I had to proceed with a Fraud claim against Emmett to get my money back. I told [redacted] I had to put claim through the fraud department to get money back in my account and she said she would have done the same thing so her allegation that she does not know why I would do that is not accurate. Further, my bank told me it is a fraud/disputed amount because I did not authorize it and that is how they suggested to proceed when I explained the entire situation to them. My Bank said they would ONLY issue a credit for overdraft fees for amounts that were overdrafted from when the credit showed, which was 2 days after [redacted] charged the unauthorized amount. She did not tell me that she spoke with [redacted] she said specifically I SPOKE WITH YOUR BANK and now my bank has a claim open because they are under the belief that someone spoke on my account without my permission.

I am still baffled as to the unprofessional nature of this business, why she would charge the unauthorized amount of $748 and then charge another $148 to our account. Why would you not just issue a credit for the difference ($600) on the first amount instead of putting people out $900 for a $150 service, and then the unprofessional customer service after it was Emmet/[redacted] that made the error and not the homeowners. I guess I understand all the negative reviews now.

Again, all we ever asked for is from Emmet to cover late fees for items we could not pay and the BANK would not cover and to cover any overdrafts that the bank would not cover. JUST BECAUSE A CREDIT WHEN THROUGH ON HER END DOES NOT MEAN IT DID ON OURS as I explained to her numerous times. I was looking at my account when I was on the phone with her and we were overdrafted!!! We did not get any money back until I went through with the fraud/dispute because we had no other choice. I actually borrowed $300 from my parents to be able to get gas to work and necessities due to this inconvenience, and we don’t even get a Sorry until we go through the Revdex.com. Also, why is my last name signed on the first order for $748 ( that is not my handwriting). Now, I would also like confirmation from Emmet on the following:

1. They will cover our Mortgage Late Fee and any overdraft fees the bank will not reimburse (if any)

2. The valve that was leaking was fixed and the pound of Freon was put in the AC

3. And to confirm if in the future we can use a different company without jeopardizing our warranty

4. Remove our invoice from the record as it contains our account information and since that information was not redacted we could be at risk. How irresponsible to post that information without redacting sensitive information.

Regards,

Business

Response:

Here you go!Thank you,[redacted]Emmet Refrigeration?

Great Company!! Used them for a free second opinion and they came out went thru my a/c unit and were able to fix it. Had another company tell me it could not be repaired. Definitely would recommend them! They saved me $1000's of dollars. Office and Tech were great to deal with very friendly!!

Review: I had Emmet Air come fix my A/C unit, which they installed 2 years ago. Their website said that the service call fee would be waived if a repair is done. There was nothing else attached to that claim on the website, and you couldn't click on it for more information. It was just a one-line statement saying the service call fee is waived for repairs.

It turns out my A/C unit needed some repairs with some wiring and tubes. It also needed freon. The cost for the repairs and freon came to about $170.00. Then they service tech added the $64.00 service call fee. When I asked him about it, he said they waive it only for repairs over $300.00. I told him the website doesn't say anything about a minimum repair cost. He suggested I call the office, which I did.

[redacted], the Office Manager, confirmed what the tech told me about there needing to be a $300.00 minimum repair cost for them to waive the service call fee. So, I went to the web site again, because I thought I may have missed something. I didn't. I looked all over the website and couldn't find any limitations or requirements for the service call fee waiver other than it was linked to repairs. Again, I could find reference to a minimum repair cost requirement.

[redacted] called me and asked me what web site I was looking at, because she said the requirements are listed. I went back to the website AGAIN and again couldn't find anything. When I called [redacted] back, she gave me some other bt excuse about how the website was actually down all day today because they are working on it, which was why I couldn't click on the link for information. I told her it's been like that all weekend, and she said "Yeah, they've been working on it all weekend."

She then told me that I got a good deal on my repair cost already, and basically was telling me to stop complaining about the $64.00 service call fee. The point is, their website said it's waived with repairs, and did not list any limitations or minimum dollar requirements for this waiver. I should get $64.00 back from them, plain and simple!!

Oh, and their website also boasts 24/7 emergency service. That's another crock. When I called them on Sunday, June 22nd, [redacted] answered the phone and told me they couldn't get anyone to me until Monday. She said she was just there answering phones for emergencies. Well, I was calling on Sunday, so it WAS an emergency in my mind.

This company's website is full of lies and misleading information. I would like my $64.00 service call fee refunded based on the web site information that's there now. It's not my problem there's a so-called "glitch," which is probably a lie, too.Desired Settlement: Please have Emmet Air send me a refund check in the amount of $64.00.

Business

Response:

We are refunding $64!

Review: June 2013 Emmet installed a new RUUD roof top heat pump

May 2014 Noticed possible signs of leak on unit, called account manager, said he would send someone out

Sept 2014 Account Manager came to house, saw the leak, said he would have someone come to check it

Jan 2015 Called Emmet, Account Manager no longer employed. Requested service tech.

Feb 2015 Tech came to house, two trips, confirms leak, known defect with coil, offers to fix for $874. I declined, asked his owner to call me. Gave me phone number of distributor Heating Supply Company

Feb 2015 HCS says they will give installer $300 labor credit, and coil n/c under warranty. Emmett calls me, says no credit available, offers to reduce charge to $800. I declined. Asked for owner to call me. Again, never did.Desired Settlement: This defect is not in dispute. The leak was reported within the warranty period but Emmet failed to respond after multiple calls.

Would like Emmet Air to install a new aluminum coil (warranty unit provided by RUUD) for no charge per the terms of their warranty which include labor for first year.

Business

Response:

I spoke with Mr. [redacted] this morning and he is going to contact you regarding dismissing the complaint.Thank you,[redacted]