FIRESTONE CLEANERS

While Ray OCook Companys position is still no fault in the matter we find it easier to pay the claim in full and move on to more productive items The claim has been paid in full Attached is the emailed receipt from [redacted] The Revdex.com portal does not allow PDFs or email attachments so I figured I would email you directly It would be appreciated that case if removed from Revdex.com online as described by *** Thank you

I am unsure of the desired settlement from the [redacted] The request is unclear; it only goes on to tell more of their half of the story However with that being said I was directly involved with the customers concerns Even though we do not claim responsibility for the condensation over flow situation, we were more than willing to work with the [redacted] in order to help and save a long time customerI have multiple saved emails where we tried to reach out the [redacted] with no response until on 9/20/we received a response stating that they decided to file a claim with [redacted] I did speak to [redacted] in early October and they agreed that we were not liable for the situation

I am sorry that we are not able to agree to a resolution. We are defiantly trying here at Ray OCook Company but it appears that unless everything is done for free and you are given a more expensive coil that you will not be satisfied. So I am not sure where to go from here. I will say that our offer will still stand and has been documented in our system in case you chose to proceed further in the future. With that being said below are some more facts from your response on 1/20/1) Ray OCook Company did not “decide to substitute” a lower quality coil. The coil model number is clearly listed on your contract. Aspen provides these coils to the local Trane distributor to match Trane’s specification and colors, that is why they are sold as Trane/Aspen. The Aspen coils are more efficient than factory Trane coils which rewarded you with a $Roseville Electric rebate. Without the Aspen coil your system would not reach the efficiencies set by Roseville Electric2) The lineset was proven to be the problem. We isolated the three major components (condenser coil, lineset, evap coil) and put them on separate pressure tests. We then left them over night to see which component lowered in pressure. It was found that the lineset was the only component to have a drop in pressure over that time period. This is how we know the lineset was a problem and was leaking. Also it is not standard practice to seal the base of lineset covers they are always left open. My personal home is the same way3) On the 4/24/visit our technician was paid for hours. All time cards are verified by vehicle GPS before being submitted to payroll. Now the would have included travel time from his previous call, but that is normally no more than minutes at most. I explained the results and reasoning in the previous response4) The conversation on 7/10/@1:58PM was documented in our dispatching program. I have no reason to record those notes unless it’s true, and to forewarn other office members of previous experiences with the customer. I am sure you can agree that someone hanging up on the other party is not the most rational thing to do to someoneIn closing our offer still stands and is documented in our system if you choose to take us up on the offer. The repair would need to take place before 4/30/because that is when we enter our busy season, and it would be hard to fit a repair like this in

While Ray O. Cook Companys position is still no fault in the matter we find it easier to pay the claim in full and move on to more productive items.  The claim has been paid in full.  Attached is the emailed receipt from [redacted].  The Revdex.com portal does not allow PDFs or email attachments so I figured I would email you directly.  It would be appreciated that case if removed from Revdex.com online as described by [redacted].  Thank you.

I am rejecting this response because: Thank you for your letter and intention to resolve this matter. However, after reading the response from Ray O Cook (contractor), I can see this situation will not be resolved easily.We thought we bought a Trane Heating and Air Conditioning system. It appears the contractor decided to substitute one key element for the system with a lower quality coil, namely an Aspen Coil. There ‘facts’ statement shows that within one-year of installation the initially installed Aspen Coil was replaced with another defective Aspen Coil. The original bill of sale is misleading too as the Coil was written up to state Trane/Aspen (see attached). Additionally, the contractor installed a complete lineset on the exterior of our home, which we highly question was even needed. The poor installation of this exterior lineset (it was not sealed at the base) allowed rats/mice to infest our attic space. The contractor’s claim on 4-24-2012 that they spent 4.25 hours at our home is not true. My wife remembers the service representative was there a couple hours. He then claimed our refrigerant must have been stolen. Lastly, the contractors claim on 7-10-2015 that I was irate and loud is simply not true. I asked the contractor if they were willing to work with us and he replied “no, he was not about to work on a system which is 7 years old for free,” I thanked him and hung up the phone.We have had continual problems with this system since installation and I do not intend to pay this contractor any additional money to repair and replace defective material they installed. This situation was caused by the contractors skimping on quality system elements and installing a low quality Aspen coil. Only now does this contractor offer to install a Trane coil with associate cost. A Trane coil should have been installed in the first place. We do not understand why the consumer should continue to pay for poor quality materials and labor costs to fix this problem caused by the contractor’s decision to install poor quality.Sincerely[redacted]

I am unsure of the desired settlement from the [redacted].  The request is unclear; it only goes on to tell more of their half of the story.  However with that being said I was directly involved with the customers concerns.  Even though we do not claim responsibility for the...

condensation over flow situation, we were more than willing to work with the [redacted] in order to help and save a long time customer. I have multiple saved emails where we tried to reach out the [redacted] with no response until on 9/20/2016 we received a response stating that they decided to file a claim with [redacted].  I did speak to [redacted] in early October and they agreed that we were not liable for the situation.

See attachments 33 photos of water damage to two upstairs bedrooms.  Photos show process of water clean up by ServPro, room barriers,and tear out of damaged drywall.  I have also attached original complaint letter to Revdex.com against Ray O. Cook Heat & Air.  Below I have copied [redacted] letter to this email from [redacted] Insurance Subrogation Specialist, [redacted], Rancho Cucamonga, CA. Since our last communication this week regarding Ray O. Cook's Heating & Air response to our complaint, I want to point out that Ray O.Cook didn't sign their letter in response to our Revdex.com complaint against them.   Is it the manager, or customer service who wrote the response to Revdex.com?  We have absolutely no idea?!? Given the severity of our complaint, it calls for proper business protocol from Ray O. Cook when responding to a customer.   With that being said, we will make ourselves very clear; We are demanding payment of $3,685.72 from Ray O. Cook Heating and Air for water damages to our home.  We will also make another point very clear.  [redacted] did not agree or state that Ray O. Cook, is not liable for the damage done to our home. The statement from Ray O. Cook's Revdex.com response "[redacted] agreed we were not liable" is absolutely erroneous, wrong, incorrect and false!!!Here are the facts :[redacted] emailed [redacted], an employee at Ray O Cook, and attached a SUBROGATION DEMAND in the amount of $3,685.72, October 4, 2016 3:03pm. [redacted] is however in agreement with us to collect the money owed by Ray O. Cook for damages done to our home from the HVAC water leaking from the attic.  I have copied documentation of the [redacted] email below. [redacted]  Property Subrogation Specialist, [redacted] [redacted], Rancho Cucamonga, CA  is who I spoke with several times over the phone in October 2016 during this entire ordeal. We want to point out other incidences and Service issues we've had with Ray O. Cook to further support our complaint:2/3/13 Broken door switch on furnace, had to be replaced 3 days after "new HVAC install" and we had no heat in the house.During HVAC install workers damaged upstairs hall walls, from air filter grill cover hitting wall, made holes/dents to drywall. Attic access door also damaged by workers & had to be replaced.2/26/13 Gauge on gas pressure to high.4/29/13 Found tripped wet switch, had to be reset, removed primary drain line cap....Air pressure wasn't releasing water to flow properly- The HVAC unit at this date was barely 3 months in & already issues with the wet switch!!!! Fast forward to our Revdex.com complaint letter I clearly state the tech's comments regarding the wet switch "had a hiccup" yet the tech didn't offer to replace it????2/26/14  Repair and replace Fuse Box - bad disconnect do to a screw on door touching cable and arching at disconnect. But we were the ones who found and noticed the blackened burn outside on the fuse box and brought it to Ray O. Cook's attention. More damage, more problems.We have all documentation of service invoices listed above.   Given the history with Ray O. Cook, nothing but issue after issue, after problem, inconveniences and misery, we are at the end of our ropes, threshold and patience!!! Enough is enough!Refer back to our original Revdex.com complaint letter it is crystal clear that Ray O. Cook should be held responsible and accountable for their inability to do what was required for the May spring maintenance of our HVAC unit.  Despite our complaints that the drain lines were not drained in the 2016 Spring May maintenance, Ray O. Cook ignores it and claims no responsibility of wrong doing!  It is unacceptable and dishonest. We demand that Ray O.Cook pay $3,685.72 and take responsibility and accountability for the water damage done to our home and disruption to our lives.[redacted] and [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to our complaint.  Even though the business,  Ray O. Cook HVAC, paid the disputed amount, our negative experience as customers during this entire ordeal does not satisfy our view or desire to not publish our complaint on the Revdex.com site, therefore, given our decision, we want our complaint to remain published with Revdex.com-Sacramento, CA. Thank you.