George Brazil Air Conditioning & Heating

CID# [redacted] Good Afternoon,On Friday 2/13/15, I received another complaint from the Revdex.com stating this case has been reopened due to the customer still not happy with the resolution. Mr. [redacted]’s first request was to cancel the Maintenance program and refund 82.00 which was taken care of,  plus 1-50.00 dinner card and 2-movie tickets for the troubles we have caused (the dinner card arrived but the movie tickets never did) After reading the letter that was sent, I did not realize the movie tickets were not together with the dinner card so I apologized again and offered to hand deliver the movie tickets and an additional check for 82.00 that was requested in the letter but the customer said it was ok to send by mail.  After receiving the complaint from the Revdex.com on Friday 2/13/15, I called and spoke to Mrs. [redacted] and asked if they had received the movie tickets and additional 82.00 and she replied yes and said I went above their expectations. I’m not sure if this second complaint was sent in error or was a duplicate from the first one but please let me know if there is anything else I can assist you with, thanks!Kind Regards, [redacted]George BrazilHVAC Service Manager[redacted]###-###-####  Office###-###-####  Cell###-###-####  Fax

I spoke with Mr. [redacted] and apologized for the service he received. The Technician has been terminated as we do not support scare tactics! I also will be refunding Mr. [redacted] 82.00 for the remaining of his Maintenance Program and also sending 1-50.00 dinner card and 2-movie tickets for the...

inconvenience we have caused him and his wife. Mr. [redacted] has agreed to classify this case as resolved, thanks!

My apologies for the delay in response to this complaint. On 7/08/2016, George Brazil installed a complete new  AC and Heating system for [redacted]. During the install process, one of the installers accidently bumped the water line which caused water to pour into her laundry room. The...

Install Supervisor immediately contacted our Restoration and Plumbing Companies to repair the line and all other necessary repairs.  As of today George Brazil has not had any warranty calls regarding her new unit and we assume is in proper working order.  All water damage claims from 7/8/2016 have been made to Ms. [redacted] homeowners insurance per her request. We currently have an open insurance claim with our GL carrier should the insurance companies need to subrogate any of the costs.  Both Insurance companies have been contacted by George Brazil and it’s confirmed she has been fully compensated for her rims on her vehicle, repairs to her home and currently they are awaiting her spreadsheet of any personal items or expenses remaining this includes the hotel expenses mentioned.  Her deductible is $1000 and the insurance has confirmed they are handling that as well. George Brazil believes  the insurance carriers have given Ms. [redacted] full compensation for her inconveniences, personal items, home repairs, vehicle  rims, $ 1000 deductible.  Ms. [redacted] unit is in proper working order therefore we will not be comping the cost of the unit. Kindest Regards,  Vinny M[redacted]Service ManagerGeorge Brazil AC & Heating[redacted]@qhmamerica.com

Hi ***, My name is Vinny and I’m the Service Manager here at George Brazil. Please except my apologies for the frustration George Brazil has put you through. Will S did not handle this service call professionally and I have already reprimanded him for his actions. If it’s ok with you, can I...

hand deliver a check for $762.85 plus 1-$50.00 dinner card and 7 movie tickets? Please let me know at your earliest convenience, thanks!Kind Regards, Vinny M***George Brazil Air Conditioning & HeatingHVAC Service Manager***@***###-###-####  Office###-###-####  Cell###-###-####  Fax

Good Afternoon, My name is [redacted] and I’m the Service Manager here at George Brazil. Please except my apologies for the experience you had with one of my technicians. Attached is a copy of the refund for 199.00 that was credited back to your Credit Card on 5/18/2015 and I’ve also Terminated the...

Maintenance Plan as well. Please let me know if I can further assist you, thanks! Kind Regards, [redacted]George BrazilHVAC Service Manager
[redacted]
480-633-3858  Fax

Good Afternoon, Apologize for my delay as George Brazil is still working with [redacted] in trying to rectify the problem. Thus far George Brazil has upgraded the condensing unit from a single stage to a 2 stage unit to help with the noise issue. George Brazil is also pl[redacted]ing on cleaning the Ductwork at the Customers convenience. [redacted] ( Warranty Manager) is working very closely with [redacted] to make sure customer is happy. I’m hoping this will be resolved sooner than later and will update progress ASAP, thanks! Kind Regards, [redacted]George Brazil Air Conditioning & HeatingHVAC Service Manager[redacted]###-###-####  Office###-###-####  Cell###-###-####  Fax

Good Afternoon, Apologize for my delay as George Brazil is still working with [redacted] in trying to rectify the problem. Thus far George Brazil has upgraded the condensing unit from a single stage to a 2 stage unit to help with the noise issue. George Brazil is also planning on...

cleaning the Ductwork at the Customers convenience. Justin S[redacted] ( Warranty Manager) is working very closely with [redacted] to make sure customer is happy. I’m hoping this will be resolved sooner than later and will update progress ASAP, thanks! Kind Regards, Vinny M[redacted]George Brazil Air Conditioning & HeatingHVAC Service Managervm[redacted]@qhmamerica.com###-###-####  Office###-###-####  Cell###-###-####  Fax

Good Morning, Placed a call to [redacted] on Tuesday 3/24/15 in effort to resolve this matter but he insisted that I only communicate via email to the Revdex.com. I’ve attached the photos that were taken prior to the Duct Cleaning and would be willing to refund [redacted] 426.42 for what he...

paid George Brazil to perform the Duct Cleaning. Unfortunately I do not have the pictures of when the Duct Cleaning was completed and apologize for the inconvenience this has caused. I can have the office call [redacted] to schedule a Preventative Maintenance if he feels comfortable with one of my techs on his property, or I can cancel the Maintenance Program and refund [redacted] 115.34 on top of the 426.42. Please let me know how I can further assist in resolving this matter, thanks! Vinny M[redacted] George Brazil HVAC Service Manager [redacted]

CID# [redacted] Good Afternoon,On Friday 2/13/15, I received another complaint from the Revdex.com stating this case has been reopened due to the customer still not happy with the resolution. Mr. [redacted]’s first request was to cancel the Maintenance program and refund 82.00 which was taken care of,  plus 1-50.00 dinner card and 2-movie tickets for the troubles we have caused (the dinner card arrived but the movie tickets never did) After reading the letter that was sent, I did not realize the movie tickets were not together with the dinner card so I apologized again and offered to hand deliver the movie tickets and an additional check for 82.00 that was requested in the letter but the customer said it was ok to send by mail.  After receiving the complaint from the Revdex.com on Friday 2/13/15, I called and spoke to Mrs. [redacted] and asked if they had received the movie tickets and additional 82.00 and she replied yes and said I went above their expectations. I’m not sure if this second complaint was sent in error or was a duplicate from the first one but please let me know if there is anything else I can assist you with, thanks!Kind Regards, [redacted]George BrazilHVAC Service Manager[redacted]###-###-####  Office###-###-####  Cell###-###-####  Fax

Hi [redacted], My name is Vinny and I’m the Service Manager here at George Brazil. Please except my apologies for the frustration George Brazil has put you through. Will S did not handle this service call professionally and I have already reprimanded him for his actions. If it’s ok with...

you, can I hand deliver a check for $762.85 plus 1-$50.00 dinner card and 7 movie tickets? Please let me know at your earliest convenience, thanks!Kind Regards, Vinny M[redacted]George Brazil Air Conditioning & HeatingHVAC Service Manager[redacted]###-###-####  Office###-###-####  Cell###-###-####  Fax

Good Afternoon Marie, After reviewing all the invoices and listening to the recorded conversation, it’s not clear to me how George Brazil is responsible for the fan motor leaking oil. The system is 8 years old and is the original motor. Roy was out on 1/15/16 and performed a maintenance...

check, he recommended a contactor and tightened all electrical and the next time George Brazil was scheduled was for the maintenance check which was john on 7/29/16. He made the same recommendations but added that the fan motor was leaking some oil and quoted 913.13 to replace it. I have no problem replacing the motor at a discounted rate of 582.12 but I don’t see how this motor leaking oil is George brazils fault! John was able to tighten the screws on the unit and contactor which took the humming noise and vibration away. The fan motor is still operating at this time and I’ve attached the invoices from Roy and Johns visit. I will be sending the recorded conversation which states Miss [redacted] had talked to her brother who is a Car mechanic and said if screws are left loose can damage the fan motor. The fan motor is not damaged, it’s lost some oil and may run like this for another year or 2. Please review this complaint and consider it as a review only and let me know if I can further assist you in this matter, thanks!Kind Regards, Vinny M[redacted]George Brazil Air Conditioning & HeatingHVAC Service Manager[redacted]###-###-####  Office###-###-####  Cell###-###-####  Fax

There are two things going on:1.   I want very much to “let it go”2. Every time I read one of your ads in the newspaper I want to contact you.  Number 2 just won the debate.We received a telephone call in December from George Brazil Home Services, and my husband was told, "Why didn't we contact the company directly instead of going through Revdex.com."  (He did not contact you because he did not want to have anything to do with your company ever again.)We let the Revdex.com know that you called him on the phone, and to put this issue to bed.My "new" issues are two items:1. (The very minor issue.) We were told to expect a $50 restaurant card and movie passes for our, as you said, "inconvenience." We received the restaurant card, but have not received movie tickets. Why would you promise something and not deliver?2. (The more important issue.) We were told tl1at our VIP contract would be cancelled and we would not have to pay for the fourth 6-month maintenance inspection that was due in May. We have received the $82 check for the fourth inspection.Why would your company that prides itself on being ethical expect us to pay for the visit that caused this incident in the first place? We had also pre-paid for the third maintenance inspection and expected adequate paperwork in return. We were not only "inconvenienced," but we did not receive the paperwork that included the "data" that your tech supposedly read from our unit.Don't you think it would be fair that this maintenance inspection by your company should also be returned ($82) because the tech did not do the inspection and wrote down no data.  He simply "said" that the currents were way too high. This contract was no longer valid by his omission.  We would be much more appeased by receiving a refund of the $82 paid to you for our "inconvenience" with this visit than the missing movie tickets.

Hi Marie,It’s ok to add this to the complaint. I’ve decided to order a new motor and install it for free. [redacted] is aware of the game plan and is very happy to hear what we are doing to resolve the motor problem. She has agreed to close this complaint as soon as the motor is installed on 8/26/016, thanks!Kind Regards, Vinny M[redacted]George Brazil Air Conditioning & HeatingHVAC Service Manager

I apologize for the delay in my response as I was reaching out to [redacted] in regards to the dust/particle problem that she’s been experiencing. I was able to make contact on 6/16 and wanted to understand what’s been going on with her AC unit/Ductwork.  [redacted] is asking for refunds for what...

she’s spent in the last year but according to my records, George Brazil never charged for a Duct Cleaning. The unit was installed on 1/5/11 for 6429.22 and the first complaint about dust particles was on 4/30/14. Since then we have been back and performed 2 duct cleanings and sealed all duct connections at no charge to try and rectify the particle problem. I offered to come out to the house with the York/Manufacture Technical Support Rep and she declined because she feels that the problem is coming from the unit and she wants the unit removed and replaced with a new one. I advised [redacted] to call [redacted] and see who they would recommend that specializes in dust particles since George Brazil has done everything we can to try and resolve this issue. I also advised [redacted] to send me the bill from the other contractor so I can reimburse for what she has spent so nothing comes out of her pocket. [redacted] has agreed to call [redacted] and will keep me posted on what the other contractor finds. If Possible, Please extend the time permitted to resolve this complaint, thank you!Kind Regards, [redacted]George Brazil Air Conditioning & HeatingHVAC Service Manager[redacted]###-###-####  Office###-###-####  Cell###-###-####  Fax

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.Yes, the unit has been replaced.  I still have other issues with this company that need to be resolved.  I am waiting for a response from the company.

Regards,[redacted]

I spoke with Mr. [redacted] and apologized for the service he received. The Technician has been terminated as we do not support scare tactics! I also will be refunding Mr. [redacted] 82.00 for the remaining of his Maintenance Program and also sending 1-50.00 dinner card and 2-movie tickets for the...

inconvenience we have caused him and his wife. Mr. [redacted] has agreed to classify this case as resolved, thanks!

I spoke to Mr. [redacted] and George Brazil has refunded the Credit Card for the full amount of 749.07. I have apologized for the...

troubles we have caused and addressed all his concerns.  Please let me know if there is anything else I can assist you with. 
Kind Regards,
 

Quality Home Maintenance
DBA George Brazil Services
Service Manager

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

There are two things going on:1.   I want very much to “let it go”2. Every time I read one of your ads in the newspaper I want to contact you.  Number 2 just won the debate.We received a telephone call in December from George Brazil Home Services, and my husband was told, "Why didn't we contact the company directly instead of going through Revdex.com."  (He did not contact you because he did not want to have anything to do with your company ever again.)We let the Revdex.com know that you called him on the phone, and to put this issue to bed.My "new" issues are two items:1. (The very minor issue.) We were told to expect a $50 restaurant card and movie passes for our, as you said, "inconvenience." We received the restaurant card, but have not received movie tickets. Why would you promise something and not deliver?2. (The more important issue.) We were told tl1at our VIP contract would be cancelled and we would not have to pay for the fourth 6-month maintenance inspection that was due in May. We have received the $82 check for the fourth inspection.Why would your company that prides itself on being ethical expect us to pay for the visit that caused this incident in the first place? We had also pre-paid for the third maintenance inspection and expected adequate paperwork in return. We were not only "inconvenienced," but we did not receive the paperwork that included the "data" that your tech supposedly read from our unit.Don't you think it would be fair that this maintenance inspection by your company should also be returned ($82) because the tech did not do the inspection and wrote down no data.  He simply "said" that the currents were way too high. This contract was no longer valid by his omission.  We would be much more appeased by receiving a refund of the $82 paid to you for our "inconvenience" with this visit than the missing movie tickets.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I am willing to accept most of the terms listed in the company's response. I must insist also that the pictures that I was told were lost and have been included in their response here be copied and sent by mail to me so I have the hard copies I should have gotten the first time that I asked for them. I get two inspections with my a/c purchase, the company admitted as much in their response, however, I would like to have this relationship ended after one visit to do a check-up before this summer. I see the company is offering a coupon for an inspection for $20 (anniversary special), so if they agree to inspect the new unit they put in AND inspect my second unit for the $20 and simply refund me the difference (about $30-$40) on top of the refund for the duct cleaning,  I will be able to accept their offer. I would add that the company must agree to send someone who's professional to do these inspections and who will treat me with the same respect the management of George Brazil expects. If their is any sarcasm or nasty words directed at me, the person will be told to leave and George Brazil will be expected to refund all the monies for the 2 inspections that they owe me. I will wait for the business to perform these actions and, if it does, will consider this complaint resolved.

Regards,