Extraordin-Air, LLC

ON 12/13/A WORK ORDER WAS PLACED FROM A WARRANTY COMPANY FOR AN ELECTRIC HEAT ISSUEAS WITH ANY WARRANTY COMPANY THERE WAS A 65$ SERVICE FEE PAID UPON ARRIVAL TO DIAGNOSE PROBLEM AND THEIR INITIAL VISIT WAS 12/15/16.ON THEIR WARRANTY THERE WAS IMPORTANT NOTE:PLEASE DIAGNOSE AND CALL AUTHORIZATION DEPT BEFORE STARTING REPAIRS OR REPLACEMENTS.THEY HAD JUST PURCHASED THEIR WARRANTY 12/11/UPON THE SCHEDULED VISIT A 65$ DEDUCTIBLE WAS COLLECTED(PD BY CHECK) AND UPON EXAMINING IT WAS FOUND IT HAD A LEAK [redacted] COIL IN AIR HANDLERTHIS DIAGNOSIS WAS THEN CALLED IN TO WARRANTY COMPANY AND AUTHORIZED TO REPLACE *** [redacted] AND REPLACE FREONALONG WITH THIS AUTHORIZATION,THE WARRANTY COMPANY DOES NOT COVER EVERYTHING THEREFORE [redacted] HAD OUT OF POCKET COSTS OF 270$ OF WHICH HE IS MADE AWARE OF BY WARRANTY COMPANY AND HAS TO ACCEPT TO PAY BEFORE EQUIPMENT IS SHIPPEDA RETURN VISIT WAS WAS SCHEDULED 1/16/AND JOB WAS COMPLETED AND OUT OF POCKET COSTS PAIDUPON START UP ON THE 16TH THE TECH NOTICED THE REVERSING VALVE WAS NOT WORKING.THEREFORE THIS JOB HAD TO CALLED IN FOR ANOTHER AUTHORIZATION AND NO OUT OF POCKET COST TO CUSTOMER AT THAT TIME FOR THE JOB.TO OUR KNOWLEDGE THE CUSTOMER WAS UP AND RUNNING FINE UNTIL MAY WHEN THEY TRIED TO NOTIFY US FOR A REFUND AND COMPLAINED OF A PROBLEM ANOTHER COMPANY HAD COMPLETED REPAIRS ONDESIRED RESOLUTION: NO REFUND IS DUE FOR JOB CUSTOMER COMPLAINING ABOUT.THE OUT OF POCKET COSTS WERE FOR THE INITIAL *** COIL REPLACEMENT JOB

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, [redacted] In the age of GPS; the smart business thing to due is to check your mileage before making a decision to accept a job I'm sorry but I still don't have an answer about our $given to ExtraordinAir for services not rendered I don't think this company should keep a payment if they had not completed the work Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached is the requested statements regarding our AC unit that was installed. Including pictures of frozen pipes around the new unit that was installed causing leaks as well. I am not going to respond to allegations that I was deceptive, fraudulent or lying during this situation. It is clear by their response this company was not willing to correct or stand by their work. I was also never told about the registration process online. I simply was told very rudely that I should keep better track of my records and that the tech would never not leave us paperworkClearly that was untrue as they are now saying the paperwork never existed. I find that difficult to believeFuthermore, since they installed a unit that never properly worked and I called multiple times to have it repaired and in fact was told it was not working because of a dirty filter (i have that statement attached as well) I clearly owe them nothing especially because the work was never completed and because I have never seen a bill. I cancelled any further work with them not because the copay but because it was becoming clear they were unprofessional and unwilling to make the needed repairs
Regards,
*** * *** ***

We at Extraordin-Air would like to respond to the complaint buy [redacted].
The customers Home warranty company called this order in the week before the initial date stated. The owner of Extraordin-air at that time denied the order, stating that the home owner was over and hour and a half...

drive and requested that the Home warranty company please find a repair company closer to his location. The following week the Home warranty company called in with the work order again and it was issued without the owners knowledge. We dispatched this order with a trip fee and when we mapped out the directions we realized that the distance was farther than the home owner stated. If we were told the distance the owner would not allow the tech to service this call. With that in mind the tech went (in hopes to fix the unit) and diagnosed the issues, at that time determined that parts were needed. By the time this was done it was past office hours and DID travel home. That morning he researched the parts and prices needed to call the authorization in. When on the phone with the Home Warranty company he informed them of the distance and time this was going to take to complete the job and suggest another company to complete the job. This would save the home owner money in the long run. The distance and time for our work could not be covered by the Home Warranty company to complete the job, so we had to cancel the order.
We strive to complete all work orders received. We want all Home Warranty customers to be satisfied and happy with all jobs completed by Extraordin-Air. But when all is said and done we are at the whims of the Home Warranty companies and charges have to go through them. 
 
We are sorry for any misunderstanding of this situation. In regards to the $75.00 we did NOT charge the Home Warranty company for the travel of 1.4 hours drive (trip fee 56.00) there and back. Nor did we charge for the service fee (56.00). The owner is at a loss with this work order currently.
 
[redacted]
Office Manager

Response: HERE ARE THR POINTS I'D LIKE TO ADDRESS #1 10-28-15 EXTRAORDIN-AIR RECEIVED THE FIRST WORK ORDER WITH A CLAIM NUMBER FROM A HOME WARRANTY COMPANY TO PROVIDE THE [redacted]'S WITH A SECOND OPINION OF A CONDENSING UNIT AFTER ANOTHER COMPANY HAD ALREADY BEEN THERE. #2 EXTRAORDIN-AIR WENT TO...

RESIDENCE AND FOUND A FAILED CONDENSING UNIT AND THE HOME WARRANTY COMPANY WAS GIVEN A FULL REPORT INCLUDING THE INDOOR EVAPORATING COIL FOR COMPATIBILITY. IT WAS THEN RESEARCHED BY THEIR DEPARTMENT AND DEEMED ONLY THE OUTDOOR UNIT NEEDED TO BE REPLACED.THEREFORE,IF THERE WAS A MISMATCH OF INSTALLATION OF THE 10 SEER EVAP COIL BEING ATTACHED TO A 13 SEER UNIT-PLEASE PROVIDE ME A WRITTEN STATEMENT FROM THE OTHER COMPANY STATING THEIR FINDINGS. #3 UPON DISCUSSING ISSUES OF WARRANTY PAPERWORK WITH THE HOME WARRANTY COMPANY,IT WAS DETERMINED THAT NOT ALL UNITS ARE SENT WITH PAPERS,THAT SOME YOU USE THE MODEL/SERIAL# AND GO TO WEBSITE OF THAT BRAND OF UNIT TO REGISTER.ALSO THE HOME WARRANTY COMPANY PROVIDED THE UNIT FROM A DEALER THEY ORDER FROM AND IT WAS SHIPPED TO EXTRAORDIN-AIR FOR INSTALLATION. THE [redacted]'S ARE THE HOME WARRANTY CUSTOMER AND THE HOME WARRANTY COMPANY IS OUR CUSTOMER-WE ARE THE CONTRACTOR FOR THE HOME WARRANTY COMPANY. THEREFORE MANDY CAN TAKE HER MODEL/SERIAL# AND GO TO AIRE FLO WEBSITE FOR ANY INFORMATION TO HER LIKING. #4 WHILE INSTALLING THE NEW CONDENSING UNIT THE [redacted]'S PLACED A WORK ORDER WITH THE HOME WARRANTY COMPANY WITH A NEW CLAIM NUMBER AND A NEW $100 DEDUCTIBLE ON THEIR FURNACE,SO WHILE THERE WE MADE REPAIR AND ONLY CHARGED THEM 60$ SINCE WE WERE ON SITE SAVING THEM $40 . #5 THAT BEING SAID,MARCH 2016 THE [redacted]'S CALLED EXTRAORDIN-AIR GIVING US A CLAIM NUMBER TO RETURN AND LOOK AT THEIR EQUIPMENT TO MAKE REPAIRS.AGAIN THE LIMIT SWITCH ON THE FURNACE WAS TRIPPED WITH THE PROBABLE CAUSE BEING A STOPPED UP FILTER.WHEN CALLING THE HOME WARRANTY COMPANY FOR AN AUTHORIZATION NUMBER ,THE HOME WARRANTY STATED THE [redacted]'S USED A CANCELLED CLAIM NUMBER FROM MONTHS EARLIER AND HAD NOT BEEN FOLLOWING PROPER PROTOCOL FOR HOME WARRANTY CLAIMS AND WORK.THEREFORE OUR BILL WAS NOT PAID BY THE HOME WARRANTY COMPANY AND THEREFORE THE [redacted]'S OWE EXTRAORDIN-AIR $233.00. #6 MANDY CONTINUED TO CALL OFFICE FOR SERVICE AND THE PROTOCOL WAS EXPLAINED TO HER TO CALL HOME WARRANTY AND GET A NEW CLAIM NUMBER BECAUSE SHE CANCELLED THE OTHER ONE. #7AFTER GETTING A NEW CLAIM NUMBER WITH A $100.00 CO-PAY AND AFTER SCHEDULING AN APPOINTMENT SHE THEN CANCELLED AGAIN TO KEEP AVOID PAYING. #8 AS YOU CAN SEE THERE WAS DECEPTION ON MANDY'S PART USING A CLAIM NUMBER THAT HAD BEEN CANCELLED. #9 I HIGHLY DOUBT THAT MY RECEPTIONIST WAS RUDE AND CALLED MANDY OR ANY OF MY CUSTOMERS "LIARS". MY RECEPTIONIST HAS SPOKEN WITH THE HOME WARRANTY COMPANY ABOUT THE "PAPERS" AND THEY ADVISED HER TO ADVISE MANDY TO GO TO AIRE FLO WEBSITE FOR WARRANTY INFORMATION . #10 DESIRED OUTCOME: WE WOULD LIKE OUR BILL OF $233.00 TO BE PAID FOR SERVICE PROVIDED TO HER UNDER THE CANCELLED CLAIM NUMBER SHE FALSELY PROVIDED US AND THEREFORE TO END THIS MATTER . THANK YOU! EXTRAORDIN-AIR

ON 12/13/16 A WORK ORDER WAS PLACED FROM A WARRANTY COMPANY FOR AN ELECTRIC HEAT ISSUE. AS WITH ANY WARRANTY COMPANY THERE WAS A 65$ SERVICE FEE PAID UPON  ARRIVAL TO DIAGNOSE PROBLEM AND THEIR INITIAL VISIT WAS 12/15/16.ON THEIR WARRANTY THERE WAS IMPORTANT NOTE:PLEASE DIAGNOSE AND CALL...

AUTHORIZATION DEPT BEFORE STARTING REPAIRS OR REPLACEMENTS.THEY HAD JUST PURCHASED THEIR WARRANTY 12/11/16. UPON THE SCHEDULED VISIT A 65$ DEDUCTIBLE WAS COLLECTED(PD BY CHECK) AND UPON EXAMINING IT WAS FOUND IT HAD A LEAK [redacted] COIL IN AIR HANDLER. THIS DIAGNOSIS WAS THEN CALLED IN TO WARRANTY COMPANY AND AUTHORIZED TO REPLACE [redacted] AND REPLACE FREON. ALONG WITH THIS AUTHORIZATION,THE WARRANTY COMPANY DOES NOT COVER EVERYTHING THEREFORE [redacted] HAD OUT OF POCKET COSTS OF 270$ OF WHICH HE IS MADE AWARE OF BY WARRANTY COMPANY AND HAS TO ACCEPT TO PAY BEFORE EQUIPMENT IS SHIPPED. A RETURN VISIT WAS WAS SCHEDULED 1/16/17 AND JOB WAS COMPLETED AND OUT OF POCKET COSTS PAID. UPON START UP ON THE 16TH THE TECH NOTICED THE REVERSING VALVE WAS NOT WORKING.THEREFORE THIS JOB HAD TO CALLED IN FOR ANOTHER AUTHORIZATION AND NO OUT OF POCKET COST TO CUSTOMER AT THAT TIME FOR THE JOB.TO OUR KNOWLEDGE THE CUSTOMER WAS UP AND RUNNING FINE UNTIL MAY WHEN THEY TRIED TO NOTIFY US FOR A REFUND AND COMPLAINED OF A PROBLEM    ANOTHER COMPANY  HAD COMPLETED REPAIRS ON. DESIRED RESOLUTION: NO REFUND IS DUE FOR JOB CUSTOMER COMPLAINING ABOUT.THE OUT OF POCKET COSTS WERE FOR THE INITIAL [redacted] COIL REPLACEMENT JOB.

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,
[redacted]
 
 
In the age of GPS; the smart business thing to due is to check your mileage before making a decision to accept a job.  I'm sorry but I still don't have an answer about our $75.00 given to ExtraordinAir for services not rendered.  I don't think this company should keep a payment if they had not completed the work.
Regards,
[redacted]