Environmental Heating & Air Solutions

Our previous email and certified letter correspondence shows that we were trying to meet with the customer - Final paragraph in the emails and letter state "Again, I do understand your frustrations I do hope to best resolve the above mentioned issuesPlease Note, your comfort advisor [redacted] is on vacation from August 27th through September 3rdTo ensure all parties that entered into this agreement are present at the time of discussion I would really like to work around this vacation schedulePlease advise a day and time that will work best for you." We never got a day or time in response that would allow all parties to discuss the verbal agreement the customer is stating there wasAt this point our suggestion is for the customer to obtain a copy of the estimate from [redacted] so that we can honor the $2,as previously discussedAside from that there is nothing further that we can offer [redacted] - Operations ManagerEnvironmental Heating & Air Solutions

Mr [redacted] had called our office that evening saying his AC did not work and the fuse kept blowingAll of our techs were either booked on other calls or had gone home for the day bc they had already worked over hours that dayDue to the circumstances of Mr [redacted] ’s call and elderly people being without air We called in one of our techs and asked him to go work another call bc it was an emergency from what we understood- the air was NOT working and he needed assistanceOur tech arrived at their home at 6:18pm and was on the phone with me (owner) on and off through out the callOur technician said that Mr [redacted] had told him that the fuses in the amp disconnect were popping along with the amp breaker popping as wellOur technician pulled both wires which were aluminum and they did not have NoAlox (which is an inhibitor) and aluminum wires require NoAlox due to the wires becoming hotter than copper wiresHe put NoAlox on both aluminum wires and at the breaker and at the disconnectHe noticed that the fuses that were in the disconnect were 35ampHe immediately went to his van and grabbed the correct fuses which were amp (did not charge customer for fuses)He tightened all the wires, switched the breaker plug back on, plugged the disconnect bar back in the disconnect.The compressor came on, but was extremely overdamping (35RLA-25RLA)He pulled the disconnect so that he could speak with the customerMr [redacted] informed our tech that he had a friend in the business that was putting amp fuses where it required amp fusesOur tech spoke with Mr [redacted] about the options of replacing the compressor or the entire AC unitMr [redacted] ’s unit was an Runit meaning that the compressor and Freon would not be cheap due to the phaseout happening in the next few yearsOur tech quoted him prices to replace the compressor and freon, also new system optionsI (the owner) told my technician to let the customer know that he could offer him an install date of the following day and that we would move the install scheduled since it was not working and there were elderly people in the home- we were trying to be as accommodating as possible The customer did not like the price of either optionOur tech went out to the panel and put everything back together and the customer came out very upset and accused our tech of of doing malicious actions to the AC unitAll our tech did was change out the wrong fuses with the correct fuses at no additional chargeThe customer then wrote a terrible review on [redacted] and one of my employee’s contacted them regarding their incidentThe customer told my employee that he wanted his diagnostic fee back and that we were trying to take advantage of him by offering him an expensive repair or replacement and that if we did not refund his diagnostic fee he was going to keep his bad review on ***, contact the Revdex.com, and contact his friends who worked for the stateI was on the phone with my technician and I was the one telling him what to charge the guy for the appropriate unitOur systems are [redacted] brand and a top-of- the line AC unit, we are by no means the cheapest company but he was more than welcome to get other bids, we were not pressuring him- we did not really have anywhere on our schedule for another install so it was and inconvenience to the company to even sell him a system and put it in next dayThe customer simply did not like our price and did not want to pay the $fee which he was told about before our technician was called outMr [redacted] was hostile to the employee that tried to reason with him and just threatened the companyThere is nothing we can do to make this customer happy except give away a system and come out there for free

Mr [redacted] ,This is a very different complaint then we heard from you on the phone and very different then the review you left on other websitesWhen you originally called in to the office you told my staff that you googled the part that needed to be replaced and then watched a video on how to install it and demanded to know how we charged what we didYou also told us that the technician who came out there was very nice and knowledgeable and your AC unit was now running correctlyWe told you that our pricing was very competitive in the market, but we take customer service very seriously and stated we would offer you a partial refundYou told us that you wanted a full refund minus twenty dollars because that is what you found the part for, and our technician was already out there doing a tuso you should not be charged anything for laborUnfortunately, we can not run a business with your proposed modelOur technicians are highly trained and have gone through school and have certifications and are experts in the HVAC industryIf you would like to order the part on line and do it yourself you are entitled to do so, but you can not attack our company because you decided days later that you were overcharged once researching and watching a videoWe have your signature agreeing to the charges- the charges and the line to sign are on the same screen the iPad as the pricing so you were definitely aware of the pricing before he actually did repairs- I can email you copy of the screen if you would like tor refresh your memory Also, you signed and checked both boxes stating that you were satisfied with repairs done (again, I would be happy to email this to you)In addition to the signatures and the price being on the same page on the ipone lets someone take their unit apart to replace a part without knowing the price of the repair, In addition- our technicians would never install a part without your prior approval and signature- if that was the case we would have several complaints and also be giving away parts and labor for free because if we don't get a signature for authorization to do the work then you legally don't have to pay for the service we providedWhen you went to other social media sites we still offered you a partial refund which you said you would acceptWe don't feel our pricing was incorrect but are offering you a refund as to try and make you happyWith that refund we are requiring a signed agreement that says you can not go after us for more moneyWe are sorry that you tube and a googled part changed your impression of our company, but we assure you there is more that goes into replacing parts on an AC unit than a youtube video showsIn addition we warranty our parts and laborWe are sorry that we lost your business over this and we are still happy to offer you a partial refundUnfortunately, we are unable to offer you a full refund as you told us everything was done correctly, our technician was polite and efficient, and your AC unit is now running correctly

I am rejecting this response because: of the promise by [redacted] to have the job completed on Feb20th and the lack of communication from anyone on your end to try and complete this jobalso we gave [redacted] many chances to extend our install date to a later one if it would have been more convenient for your company to complete our install under better conditionsand everytime we ask to extend our install date we were met with a no and it had to be installed on the the 20thwe also asked if we could pay for everything and have a later install date and that was met with a noso we tried to work with you guys in the beginning and there was no lee way on your end

As I have already stated, No one told me I needed it to get the offered rebate so I did not keep itIn fact the first time that came up was after the unit was installed, inspected, and *** financing complete which is when they said they would pay itAs soon as we asked for it they started up the lie that they told me the third party paperwork was needed.On an other note, the fact that they pused us to sign the contract with a date one day earlier so they could get is scheduled for the installation violated our three day right to cancelSince they have continued to lie about I think I need to get *** and a consumer protection agency involved since my California rights were violated

I am rejecting this response because: What I have reported here is exactly what happenedYou for some reason have decided to focus on other things I have mentioned in the multiple (and extended) phone conversations that have taken place attempting to resolve this matterWhy you are bring up Youtube and the price of parts? That does not address my complaint! In your response you are basically accusing me of lying and that you have screenshots "proving" itYou certainly don't appear to to be trying to resolve this with any sort of goodwill or customer satisfaction in mind

I am rejecting this response because: The salesperson never mentioned the need for me to provide the estimate from the other companySo their contract is good but they lie.Also, I spoke with *** today and they verified that we are using the same amount of electricity as we were before the unit was installed so the very reason we bought the unit, to same electricity is a scamThis unit does not save any electricity over our year old unitIs there no regulation of this industry? There should beThese guys are worse than used car salesmen.I am a licensed Stock Broker, Mortgage Broker and Insurance Agent, there are laws in my industry that prevent this kind of deception

Mr***,We regret that you did not have a better experience with our companyWe received signed papers from *** this morning stating that this issue has been resolved and we are doing what you have requested and are working closely with everyone involved to do what you have askedFrom our
understanding the reviews and complaints that have been publicly made by you need to be removed from all social media sites and this review needs to come down as wellIf there are any further concerns please contact the appropriate peopleAgain, we regret this was not a better experiencePlease let us know if there is anything further neededThank you

Mr***, we have tried several times to resolve your complaintHowever you want a part and service for free when our technician was polite, competent, and professional and at the time charges were agreed upon by youYou keep coming after us for a full refund and we are unwilling to do thatBusinesses don't give things awayWe feel our agreed upon pricing is fair but since you have decided it is not- We are happy to still honor the partial refund with a signed agreement saying you will no longer come after us for any more moneyWe try very hard to make all of our customers happy and we are extending the refund to resolve thisYour story has changed multiple times and we are not here to argue with you but the best we can do is a partial refund with a signed agreementPlease contact our office or Mail in the signed contract and we have a check waiting for youAt this point in the process we feel we can not do anything to make you happy and perhaps there is a better company to service your HVAC needs in the futureYou have used this site and others to get a service for free not accurately portray our company or your experience with uswe are willing to offer when we have the signed document we sent you.Thank you

As per the notices attached we have attempted resolution with thiscustomer prior to the complain submission to Revdex.comWe do understand the customeris in search of a $2,amount they believe to be owed to them but thecustomer failed to uphold the agreement on their endThe conversation betweenthe
customer and our representative entailed the customer was to provide us acopy of the proposed estimate from the competitor in questionWe ask for thisbecause as a business we need to ensure we are comparing identical systemsalong with all of the options that each company is proposing to includeWehave also never ran into the encounter of the stated competitor having lowerinstallation prices than us, especially but a such a large amount ($4,000) The contracts as signed are for a full price of $24,and afterall applicable rebates have been entered (-$1,*** Rebate; -$1,***Discount; -$*** Rebate; -$Additional Discount Noted) the netinvestment for the customer would be $21,There is no place on the contractthat states $2,is owed to the customer following the install, companypolicy as with any contractor is that all agreements must be in writing. As outlined in our email correspondence with the customers rebatesubmissions are not done so on a guaranteed time frame*** rebate wassubmitted automatically through their financing programFor the other rebatesthat EHAS must enter manually we generally tell customers that the rebates arereceived within 6-weeks of processing timeThere are items that need to becompleted prior to the customers rebates being submitted and in this case werequired a serial number from the *** Zone Control board located in thecustomers attic, we contacted the customer several times to schedule a time togather this information and unfortunately we could get ahold of them toschedule a sooner timeThe customer allowed access on September 1st,for a 5:00pm appointmentThe technician that was on the propertyimmediately sent the serial number to my office staff, and my office submittedall of the required model and serial numbers on September 1st by5:06pm(See Attachment) In ouremail correspondence we offered to Mrand Mrs*** to meet with themboth and review the outlined issuesWe accepted all phone calls, responded toall emails and sent communications via certified mail to ensure they were inreceipt of our attempts of resolutionsAll of our attempts were declined orignoredWe would greatly appreciate the assistance of the Revdex.com to help us finda resolution that leaves both parties with a positive feeling

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.
I am only accepting this response on because [redacted] the saleman came and finished the job himself with another co worker. as for the management and customer service that part still needs alot of work. [redacted] the manager I talked to him once and he said he will be following up with us until the project was complete, never heard anything from him again. he even gave us his so called personal cell phone number, my wife called and left him a few messages and he never returned our calls. in my best interest I can not recommend this company just because of the management and the customer service. I am still not happy with the way this whole thing turned out. I just want to put this nightmare behind me.

Our previous email and certified letter correspondence shows that we were trying to meet with the customer - Final paragraph in the emails and letter state "Again, I do understand your frustrations I do hope to best resolve the above mentioned issues. Please Note, your comfort advisor [redacted] is on vacation from August 27th through September 3rd. To ensure all parties that entered into this agreement are present at the time of discussion I would really like to work around this vacation schedule. Please advise a day and time that will work best for you." We never got a day or time in response that would allow all parties to discuss the verbal agreement the customer is stating there was. At this point our suggestion is for the customer to obtain a copy of the estimate from [redacted] so that we can honor the $2,000 as previously discussed. Aside from that there is nothing further that we can offer. [redacted] - Operations ManagerEnvironmental Heating & Air Solutions

Mr. [redacted],This is a very different complaint then we heard from you on the phone and very different then the review you left on other websites. When you originally called in to the office you told my staff that you googled the part that needed to be replaced and then watched a video on how to...

install it and demanded to know how we charged what we did. You also told us that the technician who came out there was very nice and knowledgeable and your AC unit was now running correctly. We told you that our pricing was very competitive in the market, but we take customer service very seriously and stated we would offer you a partial refund. You told us that you wanted a full refund minus twenty dollars because that is what you found the part for, and our technician was already out there doing a tune-up so you should not be charged anything for labor. Unfortunately, we can not run a business with your proposed model. Our technicians are highly trained and have gone through school and have certifications and are experts in the HVAC industry. If you would like to order the part on line and do it yourself you are entitled to do so, but you can not attack our company because you decided days later that you were overcharged once researching and watching a video. We have your signature agreeing to the charges- the charges and the line to sign are on the same screen the iPad as the pricing so you were definitely aware of the pricing before he actually did repairs- I can email you copy of the screen if you would like tor refresh your memory.  Also, you  signed and checked both boxes stating that you were satisfied with repairs done (again, I would be happy to email this to you). In addition to the signatures and the price being on the same page on the ipad-no one lets someone take their unit apart to replace a part without knowing the price of the repair, In addition- our technicians would never install a part without your prior approval and signature- if that was the case we would have several complaints and also be giving away parts and labor for free because if we don't get a signature for authorization to do the work then you legally don't have to pay for the service we provided. When you went to other social media sites we still offered you a partial refund which you said you would accept. We don't feel our pricing was incorrect but are offering you a refund as to try and make you happy. With that refund we are requiring a signed agreement that says you can not go after us for more money. We are sorry that you tube and a googled part changed your impression of our company, but we assure you there is more that goes into replacing parts on an AC unit than a youtube video shows. In addition we warranty our parts and labor. We are sorry that we lost your business over this and we are still happy to offer you a partial refund. Unfortunately, we are unable to offer you a full refund as you told us everything was done correctly, our technician was polite and efficient, and your AC unit is now running correctly.

I am rejecting this response because: How is possible that the guy that came after them found a wire in the main electrical panel untight and it took him just 20 minutes to fix the problem. With the labor and parts it cost me about $150.00. this company is a fraud and they should not do a business in California. If they did this to me they will do it to others. It's not true that I was hostile to the repairman, I just told him that my AC was working when he came and when he left was not. He was insisting to buy their almost $20,000.00 unit when my AC just need it a parts that cost me $80.00 and I believe he knew that.

[redacted]We are very sorry for the frustration this has caused you. Never once have we said we have no intention on finishing your job, WE HAVE EVERY INTENTION OF COMPLETING THIS JOB ASAP. Our installers are leaders in the industry and usually can get creative in difficult work conditions but with the...

large amount of Rain N. California has seen over the past few weeks there was more water under the house then compared to when [redacted] was out on the 15th. We have talked to [redacted] and talked to the installers and have been in touch with you. We have never not completed a job and we never implied that yours will not be completed. We simply need it to dry out underneath your home. We installed on the 20th bc we had a last minute spot open bc an install moved to a later date and so we offered a discount to fill that day- [redacted] was not trying to do anything wrong or to upset anyone, the owner allowed the one time discount bc the day was open and it rarely happens with our company. The intent of the staff and company was with good intentions, it was just unforeseen circumstances out of our control. The office staff, operations manager, and [redacted] (Comfort consultant) have all been in touch. I believe [redacted] has left messages with your wife to contact him. Please know we want your job finished as much as you do and you are a top priority. We will be in touch to discuss the conditions under your home. Again, we apologize. Please do not hesitate to call with any questions. Best, [redacted]

Mr. [redacted] had called our office that evening saying his AC did not work and the fuse kept blowing. All of our techs were either booked on other calls or had gone home for the day bc they had already worked over 12 hours that day. Due to the circumstances of Mr. [redacted]’s call and elderly people...

being without air We called in one of our techs and asked him to go work another call bc it was an emergency from what we understood- the air was NOT  working and he needed assistance. Our tech arrived at their home at 6:18pm and was on the phone with me (owner) on and off through out the call. Our technician said that Mr. [redacted] had told him that the fuses in the 60 amp disconnect were popping along with the 50 amp breaker popping as well. Our technician pulled both wires which were aluminum and they did not have NoAlox (which is an inhibitor) and aluminum wires require NoAlox due to the wires becoming hotter than copper wires. He put NoAlox on both aluminum wires and at the breaker and at the disconnect. He noticed that the fuses that were in the disconnect were 35amp. He immediately went to his van and grabbed the correct fuses which were 50 amp (did not charge customer for fuses). He tightened all the wires, switched the breaker plug  back on, plugged the disconnect bar back in the disconnect.The compressor came on, but was extremely overdamping (35RLA-25RLA). He pulled the disconnect so that he could speak with the customer. Mr. [redacted] informed our tech that he had a friend in the business that was putting 35 amp fuses where it required 50 amp fuses. Our tech spoke with Mr. [redacted] about the options of replacing the compressor or the entire AC unit. Mr. [redacted]’s unit was an R22 unit meaning that the compressor and Freon would not be cheap due to the phaseout happening in the next few years. Our tech quoted him prices to replace the compressor and freon, also new system options. I (the owner) told my technician to let the customer know that he could offer him an install date of the following day and that we would move the install scheduled since it was not working and there were elderly people in the home- we were trying to be as accommodating as possible.  The customer did not like the price of either option. Our tech went out to the panel and put everything back together and the customer came out very upset and accused our tech of of doing malicious actions to the AC unit. All our tech did was change out the wrong fuses with the correct fuses at no additional charge. The customer then wrote a terrible review on [redacted] and one of my employee’s contacted them regarding their incident. The customer told my employee that he wanted his diagnostic fee back and that we were trying to take advantage of him by offering him an expensive repair or replacement and that if we did not refund his 89.00 diagnostic fee he was going to keep his bad review on [redacted], contact the Revdex.com, and contact his friends who worked for the state. I was on the phone with my technician and I was the one telling him what to charge the guy for the appropriate unit. Our systems are [redacted] brand and a top-of- the line AC unit, we are by no means the cheapest company but he was more than welcome to get other bids, we were not pressuring him- we did not really have anywhere on our schedule for another install so it was and inconvenience to the company to even sell him a system and put it in next day. The customer simply did not like our price and did not want to pay the $89.00 fee which he was told about before our technician was called out. Mr. [redacted] was hostile to the employee that tried to reason with him and just threatened the company. There is nothing we can do to make this customer happy except give away a system and come out there for free.

We have resolved this issue I believe. [redacted] has been in touch. We have been speaking with [redacted] and his wife to ensure everything is done to their satisfaction. The job is complete. I was told this issue had been resolved from my understanding and from what [redacted] thought as well. Please let us know if we can be of service to you in any way. Again, we apologize we could not finish it all on the first day- that was truly our intention. We hope your system is working great. Please call if you need any further assistance. Thank you. Best,[redacted]

I am rejecting this response because: of the promise by [redacted] to have the job completed on Feb. 20th and the lack of communication from anyone on your end to try and complete this job. also we gave [redacted] many chances to extend our install date to a later one if it would have been more convenient for your company to complete our install under better conditions. and everytime we ask to extend our install date we were met with a no and it had to be installed on the the 20th. we also asked if we could pay for everything and have a later install date and that was met with a no. so we tried to work with you guys in the beginning and there was no lee way on your end.

Review: On June the 28th I called the company and told them I need a service for my Air Conditioning. They sent one of their employee by the name [redacted]. He came around 4pm. At the time he showed up my AC was working. He look at the house electrical panel he took one of the wire out put some grease and put it back. He went the electrical panel from the AC changed a fuse and the AC start working. After 10 minutes he took the fuse out to check out something and when he put it back the AC didn"t work. He told me that the compressor is dead and I need to replace it. I asked him how much would cost me, he said around $9,000.00. I said wow that is a lot of money. I start to worry because I m running a care home and I have 6 elderly in my house. He saw the elderly in my house. He told me he can install a new AC unit by tomorrow and he offer me 3 options. The prices starts from the $20,000.00 to $14,000.00. I told him I don't have that kind of money. He insisted that they can finance it. I told him I called him to fix my AC not to sell me their product. He told me he is talking to the owner to see what they can do for me. In the end he said that unless I buy one or their AC unit they can't help me. I told him when you came my AC was working now is not. All I need is to make it like it was. He said I can't do nothing. He charged me about $90.00 for the service and he left. I called a another AC repair man he try to start the AC but was not working. He went to the electircal panel and he saw [redacted] let the wire loose. He fixed that and changed the condenser. it cost me $150.00 in total and AC is working perfect. This company I believe is scamming people to buy their product. Is not fair what they did to me. I called them to fix my AC not to sell their AC systems. They have no consideration that I have in my house 6 elderly and the temperature in my house was getting to 85 degree.

Thank youDesired Settlement: I would like a refund back and this company should be investigated for scamming people like me. I would like to have my $90.00 back plus $500.00 for the time I spent to run to [redacted] to buy a AC unit to cool the house down. The other repair man spend only 20 minutes to spent to fix the problem. He took from my time 2 hours to convince me to buy their products.

In total I would like $390.00 from this company. Thank you

Business

Response:

Mr. [redacted] had called our office that evening saying his AC did not work and the fuse kept blowing. All of our techs were either booked on other calls or had gone home for the day bc they had already worked over 12 hours that day. Due to the circumstances of Mr. [redacted]’s call and elderly people being without air We called in one of our techs and asked him to go work another call bc it was an emergency from what we understood- the air was NOT working and he needed assistance. Our tech arrived at their home at 6:18pm and was on the phone with me (owner) on and off through out the call. Our technician said that Mr. [redacted] had told him that the fuses in the 60 amp disconnect were popping along with the 50 amp breaker popping as well. Our technician pulled both wires which were aluminum and they did not have NoAlox (which is an inhibitor) and aluminum wires require NoAlox due to the wires becoming hotter than copper wires. He put NoAlox on both aluminum wires and at the breaker and at the disconnect. He noticed that the fuses that were in the disconnect were 35amp. He immediately went to his van and grabbed the correct fuses which were 50 amp (did not charge customer for fuses). He tightened all the wires, switched the breaker plug back on, plugged the disconnect bar back in the disconnect.The compressor came on, but was extremely overdamping (35RLA-25RLA). He pulled the disconnect so that he could speak with the customer. Mr. [redacted] informed our tech that he had a friend in the business that was putting 35 amp fuses where it required 50 amp fuses. Our tech spoke with Mr. [redacted] about the options of replacing the compressor or the entire AC unit. Mr. [redacted]’s unit was an R22 unit meaning that the compressor and Freon would not be cheap due to the phaseout happening in the next few years. Our tech quoted him prices to replace the compressor and freon, also new system options. I (the owner) told my technician to let the customer know that he could offer him an install date of the following day and that we would move the install scheduled since it was not working and there were elderly people in the home- we were trying to be as accommodating as possible. The customer did not like the price of either option. Our tech went out to the panel and put everything back together and the customer came out very upset and accused our tech of of doing malicious actions to the AC unit. All our tech did was change out the wrong fuses with the correct fuses at no additional charge. The customer then wrote a terrible review on [redacted] and one of my employee’s contacted them regarding their incident. The customer told my employee that he wanted his diagnostic fee back and that we were trying to take advantage of him by offering him an expensive repair or replacement and that if we did not refund his 89.00 diagnostic fee he was going to keep his bad review on [redacted], contact the Revdex.com, and contact his friends who worked for the state. I was on the phone with my technician and I was the one telling him what to charge the guy for the appropriate unit. Our systems are [redacted] brand and a top-of- the line AC unit, we are by no means the cheapest company but he was more than welcome to get other bids, we were not pressuring him- we did not really have anywhere on our schedule for another install so it was and inconvenience to the company to even sell him a system and put it in next day. The customer simply did not like our price and did not want to pay the $89.00 fee which he was told about before our technician was called out. Mr. [redacted] was hostile to the employee that tried to reason with him and just threatened the company. There is nothing we can do to make this customer happy except give away a system and come out there for free.

Consumer

Response:

I am rejecting this response because: How is possible that the guy that came after them found a wire in the main electrical panel untight and it took him just 20 minutes to fix the problem. With the labor and parts it cost me about $150.00. this company is a fraud and they should not do a business in California. If they did this to me they will do it to others. It's not true that I was hostile to the repairman, I just told him that my AC was working when he came and when he left was not. He was insisting to buy their almost $20,000.00 unit when my AC just need it a parts that cost me $80.00 and I believe he knew that.

Review: We had agreed to a price with [redacted] our Salesman and I told him I would price check him with other companies. I found an offer at $4,000 less than what Environmental Heating & Air offered, however we would have to wait a few weeks to get the unit installed. I called [redacted] the Salesman who called [redacted] the owner and they offered us $2,000 in a check when the install was completed. After everything was done they backed away from their offer saying they told me I needed the other offer in writing which they did not tell me at the time they made the offer.They are sticking with their lie and are not paying us the $2,000 promised.To make matter worse their is a rebate from [redacted] that they said would take six weeks to get, it has been nine weeks now and they just came and got a serial number they said they needed to request the rebate. Clearly they have not even started the paperwork after over eight weeks. We have an email from [redacted] the owner where he lists all the serial numbers of the equipment on August 25th, did he hide this information from his staff? They also told us we would save over half of our [redacted] bill, our bill did not go down at all. Lies all around.Desired Settlement: Pay us the $2,000 offered and finish the rebate paperwork. Also, don't lie to your next customer about savings that do not exist.

Business

Response:

As per the notices attached we have attempted resolution with thiscustomer prior to the complain submission to Revdex.com. We do understand the customeris in search of a $2,000 amount they believe to be owed to them but thecustomer failed to uphold the agreement on their end. The conversation betweenthe customer and our representative entailed the customer was to provide us acopy of the proposed estimate from the competitor in question. We ask for thisbecause as a business we need to ensure we are comparing identical systemsalong with all of the options that each company is proposing to include. Wehave also never ran into the encounter of the stated competitor having lowerinstallation prices than us, especially but a such a large amount ($4,000). The contracts as signed are for a full price of $24,690 and afterall applicable rebates have been entered (-$1,400 [redacted] Rebate; -$1,069 [redacted]Discount; -$500 [redacted] Rebate; -$500 Additional Discount Noted) the netinvestment for the customer would be $21,221. There is no place on the contractthat states $2,000 is owed to the customer following the install, companypolicy as with any contractor is that all agreements must be in writing. As outlined in our email correspondence with the customers rebatesubmissions are not done so on a guaranteed time frame. [redacted] rebate wassubmitted automatically through their financing program. For the other rebatesthat EHAS must enter manually we generally tell customers that the rebates arereceived within 6-8 weeks of processing time. There are items that need to becompleted prior to the customers rebates being submitted and in this case werequired a serial number from the [redacted] Zone Control board located in thecustomers attic, we contacted the customer several times to schedule a time togather this information and unfortunately we could get ahold of them toschedule a sooner time. The customer allowed access on September 1st,2015 for a 5:00pm appointment. The technician that was on the propertyimmediately sent the serial number to my office staff, and my office submittedall of the required model and serial numbers on September 1st by5:06pm. (See Attachment) In ouremail correspondence we offered to Mr. and Mrs. [redacted] to meet with themboth and review the outlined issues. We accepted all phone calls, responded toall emails and sent communications via certified mail to ensure they were inreceipt of our attempts of resolutions. All of our attempts were declined orignored. We would greatly appreciate the assistance of the Revdex.com to help us finda resolution that leaves both parties with a positive feeling.

Consumer

Response:

I am rejecting this response because: The salesperson never mentioned the need for me to provide the estimate from the other company. So their contract is good but they lie.Also, I spoke with [redacted] today and they verified that we are using the same amount of electricity as we were before the unit was installed so the very reason we bought the unit, to same electricity is a scam. This unit does not save any electricity over our 27 year old unit. Is there no regulation of this industry? There should be. These guys are worse than used car salesmen.I am a licensed Stock Broker, Mortgage Broker and Insurance Agent, there are laws in my industry that prevent this kind of deception.

Business

Response:

Our previous email and certified letter correspondence shows that we were trying to meet with the customer - Final paragraph in the emails and letter state "Again, I do understand your frustrations I do hope to best resolve the above mentioned issues. Please Note, your comfort advisor [redacted] is on vacation from August 27th through September 3rd. To ensure all parties that entered into this agreement are present at the time of discussion I would really like to work around this vacation schedule. Please advise a day and time that will work best for you." We never got a day or time in response that would allow all parties to discuss the verbal agreement the customer is stating there was.