I am writing in regards to a service/customer service issue at Falcon Heating and Air I purchased my home in the Marlboro Ridge Subdivision on 3/15/ Since temperatures were low the air conditioner was not used I had the first opportunity to turn on the air conditioner on May 24, The downstairs unit worked perfectly, but the temperature only rose upstairs The temp was steady between 79-degreesI called Falcon Heating and Air the very next morning and they sent Josh out Josh told me that that there was a valve that was not attached at installation and there was no fluid inside He said it was totally dry He took a couple of hours to make correctionsI joined Josh upstairs and told him I did not feel anything and that I did not hear the fan He used a temperature gauge at the vent to show me that cool air was indeed blowing and asked me to lower the temp downstairs to assist lowering the temperature upstairs which I did As he left he told me that he would check back on the condition of the temp in the house By midnight the temp had only gone to degrees Fahrenheit Needless to say, there was no check backBy morning as the sun rose, so did the temperature upstairs The temperature quickly escalated to degrees I called Falcon to report the issue again, but my call was sent to a voice mail By the time Reece and Allan called back they were quick to tell me that Falcon could only get to me on this upcoming TuesdayI explained to them that this issue was still not resolved and that something needed to be done before Tuesday and I was told, 'Your air conditioner is a convenience and not a necessity" I was floored! I could not believe a vendor was saying this to a customer regarding an item that had not been installed properly I, of course, asked if the situation was reversed what would they do and of course it was basically, this is all we have Deal with it He said that your company had appointments on Friday They are not working the weekend and Monday was a holiday I asked again if there was someone who could come and again he echoed that my air conditioner was not a priority because it was not an emergency Again, I was totally in shock by the behavior and toneI told the young man I was speaking with that his tone and responses to me were not acceptable and his customer service skills were lacking I asked for the names, email addresses, and numbers of the manager and owners and he said he was not allowed to give out the information, but gave me one basic phone numberBecause this AC unit is under warranty I have to use this business now, BUT I will look for a replacement immediately
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Falcon was not able to come any sooner than Monday until my husband had to call to be more assertive expressing that this was not ok It was not feasible in any way and then all the sudden once my husband got involved they were able to come out And I was called to say someone could come after we waited days and and finally called someone else With no notice someone called and said we can come in the next hour or two Yes, that was too late as they were not able to work with me in prior conversations Also, the other company said it was not properly installed by Falcon and that he has never seen the part break when the system is under a year old This occurs with units that are much older With such poor workmanship not sure it would be in our best interest to have them come back if after installing so many a/c in the community, as well as I am sure tons of others, if they can not properly install an a/c unit in our home The fix was obvious once the technician came out and saw the unit It took a matter of maybe minutes of the guys time and with all the Falcon employees within walking distance of my home (since there are still homes being built all around us) this just shows a total lack of customer service Regards, [redacted]
complaint #***Mike G***May (days ago)Hi ***, I just received the customers response to our follow up and have just a few things that I would like to add. Falcon fully made an attempt to correct this matter without the intervention of the Revdex.comThe customer stated the opinion of the other company was improper installWith regards to this Falcon and Toll both do quality assurance walks on all homeThe county also does inspect all homes before they will issue occupancy permitsWith all this said any contractor claiming improper installation is only giving their own personal opinionOnly the Manufacture (in this case a Carrier employee) has the real authority to say if an installation is improperWith regards to the statement of “all the Falcon employees within walking distance of my home”Falcon employees multiple different job types within our companyOnly a select few of which are service techsOur field employees dress alike and do drive the same type vehiclesWe got a tech to the home as soon as we could, but unfortunately the issue was already being addressed. Sincerely, Mike G***Service ManagerFalcon Heating and Air Conditioning*** *** **Sterling, VA ***(P)###-###-####(F)###-###-####www.FalconHVAC.com
complaint number ***Inboxx Mike G***May (days ago)to me In reference to complaint number ***Based on the contract the h/o signs with the builder a/c is not considered an emergencyFalcon does everything in it power to make all no a/c
calls a priorityThe order in which they are prioritized is complete loss of a/c’s go before multi zone homesFalcon does not discriminate warranty versus billable calls, as they are two run as separate departments within our companyFalcon did make an attempt to correct this situation when the homeowner called the builder (before a complaint was ever filed), but when we arrived we were told that the other company was making the repair. Sincerely, Mike G***Service ManagerFalcon Heating and Air Conditioning*** *** **Sterling, VA ***(P)###-###-####(F)###-###-####www.FalconHVAC.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Falcon was not able to come any sooner than Monday until my husband had to call to be more assertive expressing that this was not ok. It was not feasible in any way and then all the sudden once my husband got involved they were able to come out. And I was called to say someone could come after we waited days and and finally called someone else. With no notice someone called and said we can come in the next hour or two. Yes, that was too late as they were not able to work with me in prior conversations. Also, the other company said it was not properly installed by Falcon and that he has never seen the part break when the system is under a year old. This occurs with units that are much older. With such poor workmanship not sure it would be in our best interest to have them come back if after installing so many a/c in the community, as well as I am sure tons of others, if they can not properly install an a/c unit in our home. The fix was obvious once the technician came out and saw the unit. It took a matter of maybe 30 minutes of the guys time and with all the Falcon employees within walking distance of my home (since there are still homes being built all around us) this just shows a total lack of customer service.
Regards,
[redacted]
I am writing in regards to a service/customer service issue at Falcon Heating and Air. I purchased my home in the Marlboro Ridge Subdivision on 3/15/2016. Since temperatures were low the air conditioner was not used. I had the first opportunity to turn on the air conditioner on May 24, 2016. The downstairs unit worked perfectly, but the temperature only rose upstairs. The temp was steady between 79-81 degrees.
I called Falcon Heating and Air the very next morning and they sent Josh out. Josh told me that that there was a valve that was not attached at installation and there was no fluid inside. He said it was totally dry. He took a couple of hours to make corrections.
I joined Josh upstairs and told him I did not feel anything and that I did not hear the fan. He used a temperature gauge at the vent to show me that cool air was indeed blowing and asked me to lower the temp downstairs to assist lowering the temperature upstairs which I did. As he left he told me that he would check back on the condition of the temp in the house. By midnight the temp had only gone to 77 degrees Fahrenheit. Needless to say, there was no check back.
By morning as the sun rose, so did the temperature upstairs. The temperature quickly escalated to 80 degrees. I called Falcon to report the issue again, but my call was sent to a voice mail. By the time Reece and Allan called back they were quick to tell me that Falcon could only get to me on this upcoming Tuesday.
I explained to them that this issue was still not resolved and that something needed to be done before Tuesday and I was told, 'Your air conditioner is a convenience and not a necessity". I was floored! I could not believe a vendor was saying this to a customer regarding an item that had not been installed properly. I, of course, asked if the situation was reversed what would they do and of course it was basically, this is all we have. Deal with it. He said that your company had 10 appointments on Friday. They are not working the weekend and Monday was a holiday. I asked again if there was someone who could come and again he echoed that my air conditioner was not a priority because it was not an emergency. Again, I was totally in shock by the behavior and tone.
I told the young man I was speaking with that his tone and responses to me were not acceptable and his customer service skills were lacking. I asked for the names, email addresses, and numbers of the manager and owners and he said he was not allowed to give out the information, but gave me one basic phone number.
Because this AC unit is under warranty I have to use this business now, BUT I will look for a replacement immediately.
Beware of doing business with Falcon Heating & Air Conditioning. I bought a new build home and within 45 days of closing on the home, my air conditioning stopped working. Falcon installed the equipment and is responsible for repairs. I contacted a Falcon representative and was told that because it was a weekend, I would be contacted on the first business day. On Monday around noon, I was contacted and at first the Falcon representative tried to tell me that when it gets hot outside that it is normal to have a 20 degree variance between the outside and inside temperature of a home. I grew up in Texas where it got much hotter than Virginia and never had an issue with getting the home the temperature I wanted. In fact, the home I purchased Finally after convincing them that my air conditioner needed to be looked at, did they make me a appointment for days later. It will be about a week between when my air conditioner stopped working and someone comes to look at it. Customer service is virtually nonexistent with this company. I would have been more receptive if the extremely rude Falcon representative on the phone (probably sitting in an air conditioned room) didn't first try to make excuses rather than schedule an appointment for me. If it can be helped I strongly warn you to stay away from this company and their lack of support.
I am writing in regards to a service/customer service issue at Falcon Heating and Air I purchased my home in the Marlboro Ridge Subdivision on 3/15/ Since temperatures were low the air conditioner was not used I had the first opportunity to turn on the air conditioner on May 24, The downstairs unit worked perfectly, but the temperature only rose upstairs The temp was steady between 79-degreesI called Falcon Heating and Air the very next morning and they sent Josh out Josh told me that that there was a valve that was not attached at installation and there was no fluid inside He said it was totally dry He took a couple of hours to make correctionsI joined Josh upstairs and told him I did not feel anything and that I did not hear the fan He used a temperature gauge at the vent to show me that cool air was indeed blowing and asked me to lower the temp downstairs to assist lowering the temperature upstairs which I did As he left he told me that he would check back on the condition of the temp in the house By midnight the temp had only gone to degrees Fahrenheit Needless to say, there was no check backBy morning as the sun rose, so did the temperature upstairs The temperature quickly escalated to degrees I called Falcon to report the issue again, but my call was sent to a voice mail By the time Reece and Allan called back they were quick to tell me that Falcon could only get to me on this upcoming TuesdayI explained to them that this issue was still not resolved and that something needed to be done before Tuesday and I was told, 'Your air conditioner is a convenience and not a necessity" I was floored! I could not believe a vendor was saying this to a customer regarding an item that had not been installed properly I, of course, asked if the situation was reversed what would they do and of course it was basically, this is all we have Deal with it He said that your company had appointments on Friday They are not working the weekend and Monday was a holiday I asked again if there was someone who could come and again he echoed that my air conditioner was not a priority because it was not an emergency Again, I was totally in shock by the behavior and toneI told the young man I was speaking with that his tone and responses to me were not acceptable and his customer service skills were lacking I asked for the names, email addresses, and numbers of the manager and owners and he said he was not allowed to give out the information, but gave me one basic phone numberBecause this AC unit is under warranty I have to use this business now, BUT I will look for a replacement immediately
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: Falcon was not able to come any sooner than Monday until my husband had to call to be more assertive expressing that this was not ok It was not feasible in any way and then all the sudden once my husband got involved they were able to come out And I was called to say someone could come after we waited days and and finally called someone else With no notice someone called and said we can come in the next hour or two Yes, that was too late as they were not able to work with me in prior conversations Also, the other company said it was not properly installed by Falcon and that he has never seen the part break when the system is under a year old This occurs with units that are much older With such poor workmanship not sure it would be in our best interest to have them come back if after installing so many a/c in the community, as well as I am sure tons of others, if they can not properly install an a/c unit in our home The fix was obvious once the technician came out and saw the unit It took a matter of maybe minutes of the guys time and with all the Falcon employees within walking distance of my home (since there are still homes being built all around us) this just shows a total lack of customer service Regards, [redacted]
complaint #***Mike G***May (days ago)Hi ***, I just received the customers response to our follow up and have just a few things that I would like to add. Falcon fully made an attempt to correct this matter without the intervention of the Revdex.comThe customer stated the opinion of the other company was improper installWith regards to this Falcon and Toll both do quality assurance walks on all homeThe county also does inspect all homes before they will issue occupancy permitsWith all this said any contractor claiming improper installation is only giving their own personal opinionOnly the Manufacture (in this case a Carrier employee) has the real authority to say if an installation is improperWith regards to the statement of “all the Falcon employees within walking distance of my home”Falcon employees multiple different job types within our companyOnly a select few of which are service techsOur field employees dress alike and do drive the same type vehiclesWe got a tech to the home as soon as we could, but unfortunately the issue was already being addressed. Sincerely, Mike G***Service ManagerFalcon Heating and Air Conditioning*** *** **Sterling, VA ***(P)###-###-####(F)###-###-####www.FalconHVAC.com
complaint number ***Inboxx Mike G***May (days ago)to me In reference to complaint number ***Based on the contract the h/o signs with the builder a/c is not considered an emergencyFalcon does everything in it power to make all no a/c
calls a priorityThe order in which they are prioritized is complete loss of a/c’s go before multi zone homesFalcon does not discriminate warranty versus billable calls, as they are two run as separate departments within our companyFalcon did make an attempt to correct this situation when the homeowner called the builder (before a complaint was ever filed), but when we arrived we were told that the other company was making the repair. Sincerely, Mike G***Service ManagerFalcon Heating and Air Conditioning*** *** **Sterling, VA ***(P)###-###-####(F)###-###-####www.FalconHVAC.com
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Falcon was not able to come any sooner than Monday until my husband had to call to be more assertive expressing that this was not ok. It was not feasible in any way and then all the sudden once my husband got involved they were able to come out. And I was called to say someone could come after we waited days and and finally called someone else. With no notice someone called and said we can come in the next hour or two. Yes, that was too late as they were not able to work with me in prior conversations. Also, the other company said it was not properly installed by Falcon and that he has never seen the part break when the system is under a year old. This occurs with units that are much older. With such poor workmanship not sure it would be in our best interest to have them come back if after installing so many a/c in the community, as well as I am sure tons of others, if they can not properly install an a/c unit in our home. The fix was obvious once the technician came out and saw the unit. It took a matter of maybe 30 minutes of the guys time and with all the Falcon employees within walking distance of my home (since there are still homes being built all around us) this just shows a total lack of customer service.
Regards,
[redacted]
I am writing in regards to a service/customer service issue at Falcon Heating and Air. I purchased my home in the Marlboro Ridge Subdivision on 3/15/2016. Since temperatures were low the air conditioner was not used. I had the first opportunity to turn on the air conditioner on May 24, 2016. The downstairs unit worked perfectly, but the temperature only rose upstairs. The temp was steady between 79-81 degrees.
I called Falcon Heating and Air the very next morning and they sent Josh out. Josh told me that that there was a valve that was not attached at installation and there was no fluid inside. He said it was totally dry. He took a couple of hours to make corrections.
I joined Josh upstairs and told him I did not feel anything and that I did not hear the fan. He used a temperature gauge at the vent to show me that cool air was indeed blowing and asked me to lower the temp downstairs to assist lowering the temperature upstairs which I did. As he left he told me that he would check back on the condition of the temp in the house. By midnight the temp had only gone to 77 degrees Fahrenheit. Needless to say, there was no check back.
By morning as the sun rose, so did the temperature upstairs. The temperature quickly escalated to 80 degrees. I called Falcon to report the issue again, but my call was sent to a voice mail. By the time Reece and Allan called back they were quick to tell me that Falcon could only get to me on this upcoming Tuesday.
I explained to them that this issue was still not resolved and that something needed to be done before Tuesday and I was told, 'Your air conditioner is a convenience and not a necessity". I was floored! I could not believe a vendor was saying this to a customer regarding an item that had not been installed properly. I, of course, asked if the situation was reversed what would they do and of course it was basically, this is all we have. Deal with it. He said that your company had 10 appointments on Friday. They are not working the weekend and Monday was a holiday. I asked again if there was someone who could come and again he echoed that my air conditioner was not a priority because it was not an emergency. Again, I was totally in shock by the behavior and tone.
I told the young man I was speaking with that his tone and responses to me were not acceptable and his customer service skills were lacking. I asked for the names, email addresses, and numbers of the manager and owners and he said he was not allowed to give out the information, but gave me one basic phone number.
Because this AC unit is under warranty I have to use this business now, BUT I will look for a replacement immediately.
Beware of doing business with Falcon Heating & Air Conditioning. I bought a new build home and within 45 days of closing on the home, my air conditioning stopped working. Falcon installed the equipment and is responsible for repairs. I contacted a Falcon representative and was told that because it was a weekend, I would be contacted on the first business day. On Monday around noon, I was contacted and at first the Falcon representative tried to tell me that when it gets hot outside that it is normal to have a 20 degree variance between the outside and inside temperature of a home. I grew up in Texas where it got much hotter than Virginia and never had an issue with getting the home the temperature I wanted. In fact, the home I purchased Finally after convincing them that my air conditioner needed to be looked at, did they make me a appointment for days later. It will be about a week between when my air conditioner stopped working and someone comes to look at it. Customer service is virtually nonexistent with this company. I would have been more receptive if the extremely rude Falcon representative on the phone (probably sitting in an air conditioned room) didn't first try to make excuses rather than schedule an appointment for me. If it can be helped I strongly warn you to stay away from this company and their lack of support.