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Initial Business Response /* (1000, 5, 2015/09/08) */
We have attempted to contact Ms. [redacted] to schedule another service call. It is my understanding that she has a VERY limited schedule.
We did install a system for her in 2010 and she did purchase an Extended Warranty. This EW is very clear...

in regards to what it will and will not cover. All manufacture defects or failures are covered, but maintenance is not. Ms. [redacted] has had two EW claims since the 2010 install and both of these were covered 100%. Besides those claims, we have performed Preventative Maintenance on her system six times. During each of these visits, the drain line was clear, the filter was checked (or changed if provided on property by the customer) and the system was working properly.
On 6/15/15 our Technician found a plugged filter that had caused the unit to freeze up. This causes strain on the unit and an unusual amount of condensation. This was obviously a maintenance issue and not a mechanical failure. We had to charge the customer for our service call. This is explained each and every time an EW customer calls to schedule service. "If we find an issue that is covered by EW, there will be no charge for today's service. If we find a maintenance issue or an issue caused by operator error, you will be responsible for paying today's diagnostic charge of $xx.xx."
I think there is confusion with the rest of Ms. [redacted]'s recollection of the events. As a courtesy, we did send the same technician out again on 6/24/15, but did NOT charge her anything for this call. The technician did seal a weep hole in the drain pan, but could not find any major source of water as had been reported. The drain itself was operating properly at that time. The technician felt that the issue had been greatly exaggerated in order to get us back on property. Ms. [redacted] DID sign the ticket for this call. The signature matches the tickets she signed in the past.
The ticket she is referring to that says "All good" is from 4/22/15 when the owner himself came to perform a Preventative Maintenance check. At that time, he found the system working AND the drain working properly.
As for another technician coming out again after 6/24/15, that is simply not true or it was not one of ours. We have been known to get confused with [redacted] out of Springfield, MO. The technician that was there on 6/15 & 6/24 and the owner are the only two techs we have.
Ms. [redacted] did come by our office to demand a refund for the service that she had received a month and a half prior. As was mentioned before, the owner is a service tech and he does not stay in the office during the day. Ms. [redacted] was clearly agitated when she arrived at our office and nothing seemed to satisfy her at that time. She was told that the owner would come back out to look at the system one more time, but she would have to make herself available. She said she would be available on Wednesday. We called her the very next week to schedule the service call on Wednesday as she requested. She said she would not be available. She was clearly told that we would not continue to call her to try to schedule something, but that she would need to call us to schedule for a Wednesday when she would be available. We have not heard anything from her until this complaint.
NOTE: Sealing the weep hole does NOT void her warranty. What can void a warranty is not properly maintaining the system and changing the filters!
The owner is still willing to come out to look at the system again at no charge, but we are not willing to give the customer a refund for the service that was required due to the plugged filter/lack of proper maintenance.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The unit is still leaking water. The problem was never fixed correctly. Not on 6/15 or on 6/24 when a factory hole was sealed because water was pouring out of it and my filter was wet. The third person to come to my house (whoever he was) was shown where the filter was still getting wet and he is the one who suggested I open the vent in that room and insulate the top and bottom of the unit. I should not have to change anything to the room or the outside of a unit that has worked fine where it is for 5 years. The problem has to be inside the unit. I HAVE contacted the company since 7/22 and attempted to make an appt. with the owner through his sec. Miranda and she told me I could not make an appt. I just had to make my self available for him to call me. I called back a second time and left a message with another secretary that I wanted to make an appt with Dale and she said she would let him know. I still haven't heard anything back from them. Earlier this week I called and left a message on the recording that my unit was again leaking water from underneath it and have not heard anything back. iT IS A BALD FACE LIE THAT THEY HAVE NOT HEARD BACK FROM ME. Evidently the supposed plugged filter was not the cause of the leak because IT HAS BEEN LEAKING EVER SINCE. THE OWNER AND HIS SECRETARY ARE RUDE.
Final Business Response /* (4000, 9, 2015/09/21) */
-Again, I am very confused by Ms. [redacted]'s account of what has taken place. Again, she has referred to a "third person". We only have two technicians, including the owner. The owner himself did the Preventative Maintenance Inspection on 4/22/15 and there was no water leaking at that time.
-The first we ever heard of the water issue was on or about 6/15/15. We sent a technician (**, not the owner) and he found a plugged filter which had caused the unit to freeze up and condensate. Ms. [redacted] called again and said that there was still a leak. We sent the same technician back on 6/24/15 and he sealed a very small weep hole and found no other source of water.
-We never sent another technician and OUR technician never told her to vent or change anything with the existing application. I would like to see a Service Order or something showing who the "third person" was. Again, I believe that she may have mistakenly called another company with a similar name...
-As for Ms. [redacted]'s conversations with our dispatcher, she was never told that she could not make appointment. She was told that on the day she called that we were already booked up, BUT if the owner got done early or could find some time, he would call to try to fit her in. We offered many times to set an appointment for another day, but so far, she has been unreasonable with her very limited schedule of when she wants us there.
-I am still unclear on exactly what Ms. [redacted] is asking for. The owner himself has offered to look at the issue, but she says she doesn't want us back out there. Is she wanting the $76 back for the Service Call, though we made two trips and found that the problem was originally caused by a failure to change the filter? I would like to resolve this once and for all...
Final Consumer Response /* (4200, 11, 2015/10/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I did not imply a 3rd person but a 3rd visit which there was. That is when Dale brought back the cap to my drainage system that Rob mistakenly took with him on 6/24/15. By the owners admission the unit was fine on 4/22/15. The filter was changed then and the comment was all is good. 7 weeks later I discovered the unit leaking. The Trane website says the filters need to be changed every 3 months. The unit is in my basement where I only check it once a month to change the filter and pour bleach water down the drain tube, AND I was later than usual changing it. IF a plugged filter was the reason for the leakage, then why didn't it fix the problem when the filter was changed. The second visit did not fix the problem. YOU SHOULD NOT HAVE TO CHANGE SOMETHING THAT HAS BEEN AS IS SINCE INSTALLATION TO STOP A LEAK. YOU SHOULD BE CHECKING WHAT CAUSED THE WATER TO SUDDENLY DIVERT TO THE FACTORY OPENING. On the 3rd visit Dale did tell me to open the vent in the basement and that I needed to insulate the areas above and below the unit. He did not even open the unit or look at anything except the filter that I pulled out and showed him. Now you are admitting that you did hear from me after the 7/22 attempt to have the owner come out but I couldn't be home until after 2 pm, which I was informed was unacceptable as Dale would be out of the area by then. I am assuming that the technicians work on Wed. which has been my only req. since that is my day off. If they would have made me an appt. on a wed. this would have been settled long ago. Miranda would not schedule me an appt. I was simply told I had to be available for them to call on a wed. and no attempt was made to do that after 7/22 when I wasn't available until 2pm. On the 3rd visit I did show Dale that the filter was still getting wet around the edges and told him I was concerned that they had plugged a factory hole and that was ignored. There was no service order because he didn't perform any service and he certainly didn't want to put my complaints in writing. I called again and left a message on their recording when I found the unit leaking from underneath AGAIN!!!! You may have been out to see the unit 3 times but you HAVE NEVER FIXED THE PROBLEM. THE FACTORY HOLE IS STILL PLUGGED WITH NO EXPLANATION OF WHY THAT WAS NECESSARY AND THE UNIT IS STILL LEAKING WATER. WHY SHOULD YOU BE PAID TO NOT FIX THE PROBLEM OR ADDRESS MY CONCERNS? I have a call into the Trane Corp. to find out about the practice of sealing a factory hole instead for searching for the reason the water diverted in the first place. VERY POOR CUSTOMER SERVICE AND CUSTOMER RELATIONS.

Initial Business Response /* (1000, 10, 2016/08/09) */
First let me make it clear that this customer was never left without air conditioning; their system was working perfectly. This customer purchased a Preventative Maintenance Agreement, which is exactly what it says... It is intended to keep...

the system in good working order. Our Preventative Maintenance Check-ups are normally scheduled in the spring and fall of each year. The customer's first check-up, on the current agreement, was completed on 11/9/15. We made four attempts to contact the customer in the spring of 2016 and they were not available.
We finally heard back from them in late June, after temperatures had reached the mid to high 90's. We explained that our first priority was to take care of customers that were without air conditioning and that we would have to schedule their check-up around those customers. We did have to reschedule their check-up, but the claim that we never called to let them know is completely untrue. We have a very detailed software system that tracks all incoming and outgoing calls through a voice-over-IP system. We can provide records of the outgoing calls that were made each and every time that we were forced to reschedule their check-up.
Several conversations were had with both Mr and Mrs. They were both irrational. They demanded their check-up to be done immediately regardless of the customers who were without air conditioning; they threatened to contact the Revdex.com and even Family Services. Mr claimed "senior abuse" because we would not service his ac THAT WAS WORKING PERFECTLY! We finally told the customer that we felt we were unable to satisfy them. We refunded more than half of their agreement cost for the one check-up that we were unable to complete. We suggested that they contact another service provider. The customer was originally charged $148.50 (plus $12.50 for choosing the monthly payment option). We refunded $89.10 (check #XXXXX) on 7/22/16. No further refunds or accommodations shall be made for this customer.
Initial Consumer Rebuttal /* (3000, 12, 2016/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not receive four calls to contact us in
the spring of 2016!!!! In fact [redacted] told me that they have 100's of PMA customers, that they can't call them all to schedule their maintenance check ups, she said they stopped doing that. And definitely when we scheduled our maintenance check ups, Goff did not show up or call us that they could not make it, or to reschedule, so we had to call them.
Our system has never worked perfectly. Per [redacted] corporate instructions, we had another authorized [redacted] dealer come 8/8/16 to do our maintenance check up. They want to replace the blower and found some of the heat strips not working. They said we should not have to use space heaters to stay warm with a 2 1/2 ton system. They found that Goff tied the new system into a 6"x18" supply that would only work for 5 vents (575 CFM) we have 11 vents. This is what has been causing all our noise with the blower from the very beginning (we have all records). The fault does not appear to be of the [redacted] system itself, but of the wrong judgements of the initial install. We have had higher electric bills, suffered, and been unhappy since the install. The refusal of maintenance service or lack of courtesy of keeping appointments has only added to our frustration.
We do not accept Goff's check of $89.10 as a appropriate resolution.
Final Consumer Response /* (4200, 27, 2016/08/30) */
(The consumer indicated he/she DID NOT accept the response from the business.)
In communicating with [redacted] we have learned that Goff Heat and Cooling is no longer an authorized [redacted] Dealer. It has been a bad experience from the very start, the system never worked perfectly. It's ridiculous to have to use space heaters with a system this size. We talked to Goff technicians about all the reported issues, but on our maintenance receipts nothing was written down, they just ignored us. I do have enough documentation on some of the visits, however. At one point the owner wanted to replace the doors to the closet the unit is in to muffle the sound, at our expense, of course. We are satisfied to learn, by getting a second inspection by an authorized [redacted] dealer, that there was a definite mistake at the initial install that caused the problems we have had, we are not just a problem customer. Possibly they called a wrong number, but we did not receive any scheduling calls. The owner's wife said they had too many Preventative Maintenance Agreements to call everyone. That's why WE scheduled visits from Goff, used our time to wait for them, and they did not show or apologize. This is the worst customer service. I would not recommend this company for any kind of work, and in no way are we justly compensated for what we've endured.
Final Business Response /* (4000, 25, 2016/08/30) */
I can't even begin to dispute what another company may or may not have said. I can only say that I have very clear and precise records of calls that were made, both attempting to schedule the check-up and to reschedule. I also have very clear records of the check-ups that were done and results of those, which showed that the system was functioning within the manufacture's specifications. If there were ever concerns with the system and/or the electric bill, those were never brought to our attention and the system always appeared to be operating properly.
I wish the customer the very best of luck with their new service provider. I don't believe anything else that I have to say will be satisfactory. I believe the refund that has already been made was a generous attempt to bring an amicable resolution to this situation.

Initial Business Response /* (1000, 9, 2016/03/31) */
-Never did the Owner agree to repair [redacted]'s floors. This inspection was actually done on 5/19/14 and the customer specifically said he felt the floor would be fine when it dried. There was no visible damage. We received no further calls...

regarding this!
-When we received a call in Dec 2015 regarding the ice on the heat pump, [redacted] was actually told that a fog-like appearance and slight icing could be normal when a system is going through a defrost cycle. The Dispatcher actually suggested (and noted in our system) that she recommended a service call to make sure the system was defrosting correctly, but that [redacted] did not want to pay the Diagnostic Charge. Mr. H did not purchase an Extended (labor) Warranty and it had been nearly 2 years since his system had been installed. I also must mention that [redacted] also chose not to continue his Preventative Maintenance Agreement as suggested by the Manufacture. So since our last visit in May 2014, we cannot speak to ANY maintenance being done.
-[redacted] finally decided in January 2016 to have us look at the icing issue and agreed to pay for the Diagnostic Charge. First of all, this issue was caused by a Manufacture's defect. This issue had nothing to do with our company or the installation. Again, [redacted] knew he did not have an Extended (labor) warranty. He or his wife, were never told there would not be a charge for replacing this panel. They were specifically told that the part would be covered, but not the labor. The Technician clearly explained that he would not charge another Diagnostic Charge for coming back to do the repair if he did the leak repair at that time, but never did he say they would not be responsible for the labor to replace the part or the refrigerant. This is all clearly outlined in the Manufacture's Warranty that [redacted] should have a copy of.
-As for the "poisonous cloud when servicing the unit: According to the Technician, only a small amount of refrigerant was released when the service cap was opened. This is normal when accessing the system and 410A refrigerant is not poisonous or harmful to the environment. He would never release refrigerant unnecessarily!
-As for how long it took to get the part and the corresponding heating bills, the Dispatcher explained to [redacted] several times that we are at the mercy of the Manufacture as to when we receive parts. They were given the number to Trane Consumer Relations several times. [redacted] were even told that TCR has been known to assist with electric bills when delayed parts are causing an issue. Delaying the repair was of no benefit to us. Why would we tell them the part was taking so long if we had any control over it?
-We called [redacted] the same day the part arrived. (We even have Order Slips and Shipping Tickets to show when we placed the order and when it arrived. We also have notes as to all of the times we called the Manufacture and who we spoke to. Again, this was out of our control.)
-As for when the part arrived and service was offered: Again, [redacted] knew the labor would not be covered. This had been explained numerous times. The Dispatcher told [redacted] again that there was a possibility of reimbursement from TCR and how he could go about that. He said that was not good enough. He was also made aware of the Freight charge well before this date. Again, this charge is outlined in the Manufacturer's Warranty. Freight charges are not covered unless you purchase the Extended Warranty. We are charged for the Freight and we only charge the customer for what we are charged. The Dispatcher did call the Owner regarding this issue. He stated again that he only said there would not be another Diagnostic Charge, but that labor would have to be paid. No company could be expected to stay in business long if it only did free service. (Though we had done complimentary service for [redacted] before when they said there was a "bang" in the ductwork. The problem was never heard/replicated and we did not charge them for these service calls. They have failed to mention these times.)
-As for contracting another company for the repair: [redacted] only had to contact another Service Provider because they refused to pay us if we did the part replacement. I cannot speak to how long it may or may not have taken the part to come in. Maybe the part was on backorder and became available about the time we got it. As for the charge for refrigerant, there was a total of 10 pounds used. Due to the system being low, 4 pounds were put in on 1/25/16 when the initial leak check was done. Another 6 pounds were put in on 1/28/16 when the leak repair was made. (Again, this issue was due to a Manufacture's defect and not by anything our company had done. Again, [redacted] knew labor and refrigerant was not covered by him warranty.) [redacted] was not charged on 1/25/16 for the refrigerant that had been added. The Technician said he would charge for everything when the repair was done. Though this was not a very long period of time, there was a definite possibility that some refrigerant had leaked out. Also, as for the "other company's" account of what the system should hold, they are correct. This particular unit should hold about 8 pounds of refrigerant, but I don't believe they have accounted for the lineset or the fact that the 10 pounds were over the course of two service calls. I don't believe they were given all the necessary information in order to truly speak to this particular application.

-We do not owe anything to [redacted]. They had the opportunity for reimbursement from Trane Consumer Relations, but failed several times to call when/as instructed.
-Our Technicians are NATE certified and highly skilled in the work they do. Simply put, I believe that [redacted] thought if they complained enough that they could get the work done for free.
Initial Consumer Rebuttal /* (3000, 11, 2016/04/07) */
Thank you for your help in this matter. I had no doubt that the company would say it wasn't their fault. Freeze had nothing to do with our flow being ruined and also telling us he( the owner) would come back and finish no charge. I would like the Revdex.com to keep this on file to let anyone who calls to let them know how this business works. If anyone would like to get in
touch with us before they decide on a company please give them our address xxxxxxxx or our cell phone number xxxxxxxxxx
case id XXXXXX
Final Business Response /* (4000, 23, 2016/04/21) */
Revdex.com Comment - The company called the Revdex.com and stated they stand by their first business response.

Initial Business Response /* (1000, 9, 2016/12/21) */
The Technician clearly explained to Mr. D (prior to ANY repairs) that the system was more than 30 years old and he would never recommend making these repairs. The Technician also noted that the unit was in poor shape and had not been...

maintenance for some time. Mr. D was told that there was obviously a reason for the low-voltage AND the high-voltage both having shorted out at the same time and no repairs could guarantee that the system would ever run properly. Mr. D said the house was a rental and he didn't want to spend the money on a new system. The repairs were requested and performed properly. The Technician was on property more than an hour (not 30 minutes; per our GPS tracking software and the Service Order that Mr. D signed). The system was operating to the best of its ability when the Technician left the property and Mr. D signed that "work has been completed satisfactorily". Our Technician did return again that day as requested. He did find that the system was still "shorting" somewhere else in the unit. Again, he noted that the unit was unsafe and should be replaced. The Technician did offer full credit for the work that had been done, towards the purchase of a new system. Mr. D wanted further repairs, but did not want to pay for them. That ended our service at this property. Our Technicians are highly qualified and NATE certified... but they are not miracle workers...
Initial Consumer Rebuttal /* (3000, 11, 2016/12/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off the technician never said he would not recommend making these repairs. He certainly never said repairs would not be guaranteed. After all he took on the job. Second the job was not done properly because there was a relay that was stuck closed and it caused the meltdowns. The Tech. never replaced this relay. Third I never said the Technician was only their for 30 min. I said 30 min. after he left the system stopped working. Fourth I was never offered further repairs.Tech. said unit was not repairable.
Final Business Response /* (4000, 13, 2016/12/27) */
Again, the system is 30 years old! We never recommend making repairs to such an outdated and inefficient system. The Tech made notes AND informed our office that the customer had opted for repairs regardless of his recommendations. The Tech only made the repairs because the customer insisted. The relay was working properly after the Tech's repairs were complete or the system would not have functioned. The customer signed that the system was working when the Tech was finished. There was really no way to know that further failures would happen... EXCEPT THAT THE SYSTEM WAS 30 YEARS OLD...
Final Consumer Response /* (4200, 15, 2017/01/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First off the tech. only recommended not repairing the unit the second time he came out, after his repairs. Second their was no insisting, It was a service call. Third the relay in question controlled the heating element. It was stuck on and would not allow the heating element to shut off. This is why the unit got too hot and melted down.I paid Goff $405. The unit was worse 30 min. after the Goff repair. All Goff repairs had to be redone by another company plus a new motor and the relay.

Review: Soccer team purchased pictures during first week of June. To date all correspondence has been via email since no one answers business number. I harps inquired about pictured being deliver especially since it was 6 weeks from pictures taken. I received an email back from customer service saying it takes 8-10 weeks. We'll I still have not received an updated on response of when my soccer team will be getting their pictures.Desired Settlement: Looking for prepaid pictures as promised. And due to late delivery a 25 percent discount off package ordered.

Business

Response:

The pictures the customer ordered was shipped via [redacted] to: [redacted] on August [redacted], 2015. The photos were taken in June of 2015. Our processing time to ship orders in June is 8-10 weeks. We do not offer discounts on completed orders.

Review: I ordered a photo package from this company and paid in advance as required. I was told I would have my photo package within a specific time frame and it is well beyond that time frame. I have called the number provided on te website and left more than once message since they never answer during regular business hours, i've also filled out a contact form with my questions and concerns which was also on the website and I have yet to receive one responce from this company. I am very angry and absolutely disgusted with hoe EAP conducts their business with their customers.Desired Settlement: I would like to be contacted by this business by phone or email with information about my purchase an when it will finally be delivered. If possible I would rather go to the business and pick up my purchase.

Business

Response:

The customers order was shipped to [redacted] (daughter of the complainant) [redacted]. EAP spoke with the customer on August [redacted], 2015 and the customer informed EAP that she received the photos in the mail on August [redacted], 2015 and that she was happy with them

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: My wife and I had ordered the video performance of my daughter’s recital, which included [redacted] access of the performance. We never received the access code for [redacted]. Upon inquiry, EAP informed us that we should receive the access by the end of the week, which would have been around ** July 2014. Once those dates passed, I attempted to contact the company on * August, on ** August and finally on ** August. I received no response on any of the last three attempts at emailing. I still have no access to the [redacted] version of the recital video. For reference, the order number of this product is [redacted].Desired Settlement: The outcome I expect, as I have already paid for the service, is the remainder of my product. Compensation for the aggravation and extra time waiting would also be desired, but ultimately, we are looking for good customer service and our finished product.

Business

Response:

An access code was emailed to [redacted] numerous times so he could login to [redacted]. Each time he has contacted us that he didnt receive it we have resent the access code to him via email.

I called [redacted] to assist him with the issue he is having on September [redacted], 2014 @ 11:30am, September [redacted], 2014 @ 12:00pm and September [redacted], 2014 @ 7:30pm. He has never answered the call. Each time I have left a message, a direct number he can reach me at as well as am email address so I can assist him and resolve his issue.

I have yet to receive a response.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

All access codes that were sent by EAP were sent after the initial complaint. The date I received each access code was September *, 2014, all of which bombarded my inbox. Please provide proof of sending these emails prior to the complaint. Covering up an error is almost worse than making a mistake to begin with. Dishonesty shows bad business practices and procedures.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

[redacted] has asked for proof that the first access for [redacted] was sent before his complaint. I have attached a screen shot showing the time stamp from our system showing [redacted] access was sent on 08[redacted]/14.

I have reviewed his [redacted] account and he has been using the [redacted] access since September [redacted], 2014. We feel we have provided what the customer has paid for. We are sorry [redacted] didn't receive the original emails with the [redacted] Access and that he had to contact us multiple times but in the end the customer has received what they paid for. Unfortunately all we can do is send the invite via email as we do to 1000 of customers. We do not have control of the global email system and sometimes emails go astray.