Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Contact Name and Title: [redacted] - CEO Contact Phone: XXXXXXXXXX Contact Email: ***@excelheatandair.net Well, I'm not exactly sure what complaint would have anything to do with usI mean, we cannot do anything magical to make a unit work when we get thereIt is very common for there to be a fault that does not affect everything all the timeWe are simply the repair company to pull people out of the situation they are inWe do not wish misfortune on anyoneAs stated we are simply here to help people in our area of expertiseFailures within a heating and cooling system are inevitableAs stated we do not wish misfortune on anyone and do the best we can to make everyone happyWe realize some will not value our services as much as others and that is why we do not attempt to please all people but rather focus our time and attention on providing a pleasant, precise service to those who do appreciate a service company like oursThanks so much and I hope everything goes well for you [redacted] ! I truly wish we could have made you a happy client but as stated our service is not for everyone out there and that is why there are so many different companies out there that do what we doBest of wishes Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I mentioned in my previous statement, my wife ran it for a day prior to the service tech comingIt worked the same exact way it works nowWhen he was up in the attic, he came down and checked the thermostat and he asked me if I had ran it and I told him noThat's when all of a sudden there were issue with the furnaceAGAIN, keep in mind that my wife ran it for a day and no issuesAnd if you were providing service, then why wasn't the Groupon honored? That's what I originally purchased and all of a sudden it turns into $345? They didn't even honor the Groupon because they already made their money Final Business Response / [redacted] (4000, 9, 2015/11/18) */ I truly do wish that I could make the customer happy but at this point I do not see any way to resolve this matter at this pointWhen the customer called the first time and I spoiler with him he told me that the system was ran by his wife about a week ago and now he is saying it wad the day beforeThe technician was there and found a fault in the ignition system and that is why it was not igniting when the technician arrivedThe fact of the matter is the client did not realize there was a fault in the system because he had not ran itIf he felt there was something suspicious then the time to stop that suspicion would be before paying someone to perform servicesIf a technician is shown to be wrong I am glad to refund any charges but at this time I have no reason to not believe the technicians diagnosisThis is not a common thing or I would be more concerned but this type of situation is not common with this tech so as stated I have no reason to not believe the diagnosis The tune up service was performed afeet the falto was corrected to ensure that the system is performing and not using more energy than necessary to heat the home, checked to make sure the safety system is operating properly at the time of the visit because day is no accident, and we checked the mechanical system to make sure everything was working properlyTo the best of my knowledge all that was performedAgain I have no reason not to believe the technician when he says it was performedI have never once had that complaint on him in the years he's worked here
Complaint: [redacted] I am rejecting this response because:The unit broke down almost exactly year from their initial installationThe real problem I had was not being able to even speak with anybody about itTheir response to Revdex.com said they were closed for a monthI had tried to reach them for weeks, and when I finally reached them they told me they were completely out of business and nothing they could do for me whether it was under warranty or notAt the very least I was not handled like a valued customer in any way shape or formZero service when I needed it, but now they are back in business? Bottom line is that they never even spoke to me about fixing my air conditionerI am not satisfied with the outcomeSurely they could have at the very least given me a couple of A/C checkups for free or something for my troubleIf they are "back" in business I would advise people to avoid the company Sincerely, [redacted]
We are sorry that the customer is not happy that we had closed due to personal/health reasons that we do not wish to go further into at this timeBotton line is that we were not available at the time the system broke down to do the repairs and we do apologize about that but we cannot take responsibility for the fact that the system broke down out of its warranty period The system was apparently never serviced as it should be done once a year for each season(Heating & Air Conditioning)Unfortunately we cannot give free services just because we were not available to provide a repair call on a system that was out of it's labor warranty Although we do wish that we could provide free services it is beyond our financial capabilites to do soWe can provide the client with a discount on his next service needed but we simply cannot provide them for free as we do have to spend revenue to send a technician out on any job
In regards to his system unfortunately his warranty was up We have a maximum year warranty on labor the parts warranty can be performed by any licensed company We were closed to handle business/ personal matters for around a month We would have loved to helped him out
but the labor warranty had expired Cheers, *** *** President/CEO
Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: [redacted] - CEO
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@excelheatandair.net
Well, I'm not exactly sure what complaint would have anything to do with us. I mean, we cannot do anything magical to make a unit...
work when we get there. It is very common for there to be a fault that does not affect everything all the time. We are simply the repair company to pull people out of the situation they are in. We do not wish misfortune on anyone. As stated we are simply here to help people in our area of expertise. Failures within a heating and cooling system are inevitable. As stated we do not wish misfortune on anyone and do the best we can to make everyone happy. We realize some will not value our services as much as others and that is why we do not attempt to please all people but rather focus our time and attention on providing a pleasant, precise service to those who do appreciate a service company like ours. Thanks so much and I hope everything goes well for you [redacted]! I truly wish we could have made you a happy client but as stated our service is not for everyone out there and that is why there are so many different companies out there that do what we do. Best of wishes.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned in my previous statement, my wife ran it for a day prior to the service tech coming. It worked the same exact way it works now. When he was up in the attic, he came down and checked the thermostat and he asked me if I had ran it and I told him no. That's when all of a sudden there were issue with the furnace. AGAIN, keep in mind that my wife ran it for a day and no issues. And if you were providing service, then why wasn't the Groupon honored? That's what I originally purchased and all of a sudden it turns into $345? They didn't even honor the Groupon because they already made their money.
Final Business Response /* (4000, 9, 2015/11/18) */
I truly do wish that I could make the customer happy but at this point I do not see any way to resolve this matter at this point. When the customer called the first time and I spoiler with him he told me that the system was ran by his wife about a week ago and now he is saying it wad the day before. The technician was there and found a fault in the ignition system and that is why it was not igniting when the technician arrived. The fact of the matter is the client did not realize there was a fault in the system because he had not ran it. If he felt there was something suspicious then the time to stop that suspicion would be before paying someone to perform services. If a technician is shown to be wrong I am glad to refund any charges but at this time I have no reason to not believe the technicians diagnosis. This is not a common thing or I would be more concerned but this type of situation is not common with this tech so as stated I have no reason to not believe the diagnosis.
The tune up service was performed afeet the falto was corrected to ensure that the system is performing and not using more energy than necessary to heat the home, checked to make sure the safety system is operating properly at the time of the visit because day is no accident, and we checked the mechanical system to make sure everything was working properly. To the best of my knowledge all that was performed. Again I have no reason not to believe the technician when he says it was performed. I have never once had that complaint on him in the 2 years he's worked here.
Complaint: [redacted]
I am rejecting this response because:The unit broke down almost exactly 1 year from their initial installation. The real problem I had was not being able to even speak with anybody about it. Their response to Revdex.com said they were closed for a month. I had tried to reach them for weeks, and when I finally reached them they told me they were completely out of business and nothing they could do for me whether it was under warranty or not. At the very least I was not handled like a valued customer in any way shape or form. Zero service when I needed it, but now they are back in business? Bottom line is that they never even spoke to me about fixing my air conditioner. I am not satisfied with the outcome... Surely they could have at the very least given me a couple of A/C checkups for free or something for my trouble. If they are "back" in business I would advise people to avoid the company.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/10) */
The gentleman repeatedly quotation everything almost to the point of harassment by calling and emailing. The client agreed to the repairs and I diagnosed/troubleshot the fault and dogs not feel that it was necessary for me to do a step by step...
explanation of what I did so that the client could reevaluate whether or not he felt like it was of value to him which obviously you cannot do after the fact of already agreeing to the few for the services that we clearly provided. Ultimately the client repeatedly emailed me in my opinion in an attempt to undermine the value of the repairs. The client stated that he is going to school at OU for some area of electrical education and my opinion is that he felt that because of his education our services were somehow not worth the cost of what it took to do the repairs. It is no surprise that a tune up does not include any diagnostic, troubleshooting, or repair work which was clearly needed and was obviously done power the clients request. Bottom line is he agreed to and spent the money for the repairs and now after the work is done wants to complain about it. No matter what was done a time up clearly would not have coveted it and our pricing is non negotiable. We were there for 2 hours for 2 people plus drive time.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clear that I have concerns as to what the services were that were provided. I have repeatedly asked for clarification in what the faults were in the system and what the company fixed which I feel is within my right as a client of theirs. I understand a flat rate for repairs due to replacement costs of components as well as time spent by the servicemen. However, when I am told that the problem lies within the 'voltage distribution system' and to my understanding it was only a disconnected wire within the thermostat I do have a problem in getting charged for a diagnosis and 'repair' for something that could have been discovered by a full and thourough diagnostic of the system. I understand in a business such as this problems may be hidden and you might get ahead of yourself and think that it's something that it wasn't, and thus, when this happens the bill should represent the work completed. And his finals sentence of two hours for two people plus drive time is a little absurd in my mind since at least one hour of that time (including the drive time) was spent on a job that they were already paid for, the Groupon. They were already on location and had to set up their equipment for the tune up. I would understand if they wanted to charge me for a service call which involves diagnostic and troubleshooting (and I would assume primarily drive time), but a repair cost for something that in the end didn't need a repair is beyond me. But the business clearly does not work with their customers or pride themselves on customer satisfaction.
[redacted]
Final Business Response /* (4000, 10, 2015/07/23) */
The truth of the matter is that we clearly did do repairs because the system was not working when we arrived. I do not wish to continue going back and forth over childish pettiness. We do not need to explain our pricing. We always ask if the client approves the charges before we do any repairs. We have our margins set where we need them to be. I will not be responding to any more as I do not wish to spend any further time discussing this.
Initial Business Response / [redacted] (1000, 5, 2015/11/17) */ Contact Name and Title: [redacted] - CEO Contact Phone: XXXXXXXXXX Contact Email: ***@excelheatandair.net Well, I'm not exactly sure what complaint would have anything to do with usI mean, we cannot do anything magical to make a unit work when we get thereIt is very common for there to be a fault that does not affect everything all the timeWe are simply the repair company to pull people out of the situation they are inWe do not wish misfortune on anyoneAs stated we are simply here to help people in our area of expertiseFailures within a heating and cooling system are inevitableAs stated we do not wish misfortune on anyone and do the best we can to make everyone happyWe realize some will not value our services as much as others and that is why we do not attempt to please all people but rather focus our time and attention on providing a pleasant, precise service to those who do appreciate a service company like oursThanks so much and I hope everything goes well for you [redacted] ! I truly wish we could have made you a happy client but as stated our service is not for everyone out there and that is why there are so many different companies out there that do what we doBest of wishes Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I mentioned in my previous statement, my wife ran it for a day prior to the service tech comingIt worked the same exact way it works nowWhen he was up in the attic, he came down and checked the thermostat and he asked me if I had ran it and I told him noThat's when all of a sudden there were issue with the furnaceAGAIN, keep in mind that my wife ran it for a day and no issuesAnd if you were providing service, then why wasn't the Groupon honored? That's what I originally purchased and all of a sudden it turns into $345? They didn't even honor the Groupon because they already made their money Final Business Response / [redacted] (4000, 9, 2015/11/18) */ I truly do wish that I could make the customer happy but at this point I do not see any way to resolve this matter at this pointWhen the customer called the first time and I spoiler with him he told me that the system was ran by his wife about a week ago and now he is saying it wad the day beforeThe technician was there and found a fault in the ignition system and that is why it was not igniting when the technician arrivedThe fact of the matter is the client did not realize there was a fault in the system because he had not ran itIf he felt there was something suspicious then the time to stop that suspicion would be before paying someone to perform servicesIf a technician is shown to be wrong I am glad to refund any charges but at this time I have no reason to not believe the technicians diagnosisThis is not a common thing or I would be more concerned but this type of situation is not common with this tech so as stated I have no reason to not believe the diagnosis The tune up service was performed afeet the falto was corrected to ensure that the system is performing and not using more energy than necessary to heat the home, checked to make sure the safety system is operating properly at the time of the visit because day is no accident, and we checked the mechanical system to make sure everything was working properlyTo the best of my knowledge all that was performedAgain I have no reason not to believe the technician when he says it was performedI have never once had that complaint on him in the years he's worked here
Complaint: [redacted] I am rejecting this response because:The unit broke down almost exactly year from their initial installationThe real problem I had was not being able to even speak with anybody about itTheir response to Revdex.com said they were closed for a monthI had tried to reach them for weeks, and when I finally reached them they told me they were completely out of business and nothing they could do for me whether it was under warranty or notAt the very least I was not handled like a valued customer in any way shape or formZero service when I needed it, but now they are back in business? Bottom line is that they never even spoke to me about fixing my air conditionerI am not satisfied with the outcomeSurely they could have at the very least given me a couple of A/C checkups for free or something for my troubleIf they are "back" in business I would advise people to avoid the company Sincerely, [redacted]
We are sorry that the customer is not happy that we had closed due to personal/health reasons that we do not wish to go further into at this timeBotton line is that we were not available at the time the system broke down to do the repairs and we do apologize about that but we cannot take responsibility for the fact that the system broke down out of its warranty period The system was apparently never serviced as it should be done once a year for each season(Heating & Air Conditioning)Unfortunately we cannot give free services just because we were not available to provide a repair call on a system that was out of it's labor warranty Although we do wish that we could provide free services it is beyond our financial capabilites to do soWe can provide the client with a discount on his next service needed but we simply cannot provide them for free as we do have to spend revenue to send a technician out on any job
In regards to his system unfortunately his warranty was up We have a maximum year warranty on labor the parts warranty can be performed by any licensed company We were closed to handle business/ personal matters for around a month We would have loved to helped him out
but the labor warranty had expired Cheers, *** *** President/CEO
Initial Business Response /* (1000, 5, 2015/11/17) */
Contact Name and Title: [redacted] - CEO
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@excelheatandair.net
Well, I'm not exactly sure what complaint would have anything to do with us. I mean, we cannot do anything magical to make a unit...
work when we get there. It is very common for there to be a fault that does not affect everything all the time. We are simply the repair company to pull people out of the situation they are in. We do not wish misfortune on anyone. As stated we are simply here to help people in our area of expertise. Failures within a heating and cooling system are inevitable. As stated we do not wish misfortune on anyone and do the best we can to make everyone happy. We realize some will not value our services as much as others and that is why we do not attempt to please all people but rather focus our time and attention on providing a pleasant, precise service to those who do appreciate a service company like ours. Thanks so much and I hope everything goes well for you [redacted]! I truly wish we could have made you a happy client but as stated our service is not for everyone out there and that is why there are so many different companies out there that do what we do. Best of wishes.
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
As I mentioned in my previous statement, my wife ran it for a day prior to the service tech coming. It worked the same exact way it works now. When he was up in the attic, he came down and checked the thermostat and he asked me if I had ran it and I told him no. That's when all of a sudden there were issue with the furnace. AGAIN, keep in mind that my wife ran it for a day and no issues. And if you were providing service, then why wasn't the Groupon honored? That's what I originally purchased and all of a sudden it turns into $345? They didn't even honor the Groupon because they already made their money.
Final Business Response /* (4000, 9, 2015/11/18) */
I truly do wish that I could make the customer happy but at this point I do not see any way to resolve this matter at this point. When the customer called the first time and I spoiler with him he told me that the system was ran by his wife about a week ago and now he is saying it wad the day before. The technician was there and found a fault in the ignition system and that is why it was not igniting when the technician arrived. The fact of the matter is the client did not realize there was a fault in the system because he had not ran it. If he felt there was something suspicious then the time to stop that suspicion would be before paying someone to perform services. If a technician is shown to be wrong I am glad to refund any charges but at this time I have no reason to not believe the technicians diagnosis. This is not a common thing or I would be more concerned but this type of situation is not common with this tech so as stated I have no reason to not believe the diagnosis.
The tune up service was performed afeet the falto was corrected to ensure that the system is performing and not using more energy than necessary to heat the home, checked to make sure the safety system is operating properly at the time of the visit because day is no accident, and we checked the mechanical system to make sure everything was working properly. To the best of my knowledge all that was performed. Again I have no reason not to believe the technician when he says it was performed. I have never once had that complaint on him in the 2 years he's worked here.
Complaint: [redacted]
I am rejecting this response because:The unit broke down almost exactly 1 year from their initial installation. The real problem I had was not being able to even speak with anybody about it. Their response to Revdex.com said they were closed for a month. I had tried to reach them for weeks, and when I finally reached them they told me they were completely out of business and nothing they could do for me whether it was under warranty or not. At the very least I was not handled like a valued customer in any way shape or form. Zero service when I needed it, but now they are back in business? Bottom line is that they never even spoke to me about fixing my air conditioner. I am not satisfied with the outcome... Surely they could have at the very least given me a couple of A/C checkups for free or something for my trouble. If they are "back" in business I would advise people to avoid the company.
Sincerely,
[redacted]
Initial Business Response /* (1000, 5, 2015/07/10) */
The gentleman repeatedly quotation everything almost to the point of harassment by calling and emailing. The client agreed to the repairs and I diagnosed/troubleshot the fault and dogs not feel that it was necessary for me to do a step by step...
explanation of what I did so that the client could reevaluate whether or not he felt like it was of value to him which obviously you cannot do after the fact of already agreeing to the few for the services that we clearly provided. Ultimately the client repeatedly emailed me in my opinion in an attempt to undermine the value of the repairs. The client stated that he is going to school at OU for some area of electrical education and my opinion is that he felt that because of his education our services were somehow not worth the cost of what it took to do the repairs. It is no surprise that a tune up does not include any diagnostic, troubleshooting, or repair work which was clearly needed and was obviously done power the clients request. Bottom line is he agreed to and spent the money for the repairs and now after the work is done wants to complain about it. No matter what was done a time up clearly would not have coveted it and our pricing is non negotiable. We were there for 2 hours for 2 people plus drive time.
Initial Consumer Rebuttal /* (3000, 8, 2015/07/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is clear that I have concerns as to what the services were that were provided. I have repeatedly asked for clarification in what the faults were in the system and what the company fixed which I feel is within my right as a client of theirs. I understand a flat rate for repairs due to replacement costs of components as well as time spent by the servicemen. However, when I am told that the problem lies within the 'voltage distribution system' and to my understanding it was only a disconnected wire within the thermostat I do have a problem in getting charged for a diagnosis and 'repair' for something that could have been discovered by a full and thourough diagnostic of the system. I understand in a business such as this problems may be hidden and you might get ahead of yourself and think that it's something that it wasn't, and thus, when this happens the bill should represent the work completed. And his finals sentence of two hours for two people plus drive time is a little absurd in my mind since at least one hour of that time (including the drive time) was spent on a job that they were already paid for, the Groupon. They were already on location and had to set up their equipment for the tune up. I would understand if they wanted to charge me for a service call which involves diagnostic and troubleshooting (and I would assume primarily drive time), but a repair cost for something that in the end didn't need a repair is beyond me. But the business clearly does not work with their customers or pride themselves on customer satisfaction.
[redacted]
Final Business Response /* (4000, 10, 2015/07/23) */
The truth of the matter is that we clearly did do repairs because the system was not working when we arrived. I do not wish to continue going back and forth over childish pettiness. We do not need to explain our pricing. We always ask if the client approves the charges before we do any repairs. We have our margins set where we need them to be. I will not be responding to any more as I do not wish to spend any further time discussing this.