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

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]  [redacted]  [redacted]  [redacted]

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

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,[redacted]

Vinny neglected to address the whole reason I called to resolve this in the first place. Do they have the recording of when I called Joy on 4/7 in total disbelief at the horrific noise I heard when I turned my unit BACK on after sitting since the "repair" on January 15th.  My son helped me a bit later and we turned the unit on again.  It was vibrating terribly and we pushed on the unit a bit thinking maybe something was ajar.  It seemed to tone the sound down and we kept an eye on it.  I called later that day to ask Joy to make a note on my acct. I knew I had another maintenance check in July and waited till then. When John came out on 7/29/16, the first thing I asked him was if he would check to see if there was a possible loose screw or connection?  He pointed out the contactor that was burned a bit at the wire ends and the capacitor was weak. He said the fan motor leaking oil.  I said I thought it was odd that when Roy came out on 1/15 there was nothing wrong with my fan motor at all.  So between April 7 when I turned the unit on and July 29 when they came out it was all of a sudden leaking oil?  I heard a REALLY bad noise that day when I turned the unit on and it sounded like screeching metal and rattling. John had to come back out after he left that day.  It was because when I got back from shopping I walked in the house and the air was blowing warm! He didn't plug the disconnect in properly. Mistake made!  My brother is a World Class Master Tech mechanic Vinny.  I asked his opinion being it's a mechanical issue. The fan motor can be ordered for $230.00.  I would be willing to buy one and have George Brazil come out to properly install it with no other charges involved. I'm a fair and honest person.  I feel this contractor made an error and all I'm asking is for it to be repaired and made right. $913.13 for a $230.00 fan motor.  Let's just make this right and move on.  Thanks for your time.

Spoke to [redacted] and we came to an agreement that George Brazil will be Extending the Labor Warranty to match the Part Warranty which is 10 years, and also Extending the Maintenance Program from 1 year to 3 years at no cost. [redacted] is happy now has agreed to close this complaint,...

thanks!Kind Regards,Vinny M[redacted]George Brazil Air Conditioning & Heating

Good Afternoon, On Tuesday 8/25/2015, I spoke with [redacted] regarding CID [redacted]. [redacted] said she is happy with the new unit and wants to give it some time to make sure the unit will stay quiet and perform efficiently. [redacted] also mentioned that she will be sending a letter to [redacted] who is the President and [redacted] and [redacted] Vice President regarding an email she accidently saw in the installers folder that was written by [redacted] who is the QA Manager. I apologized for the unprofessional choice of words that were used in the email and will do whatever it takes to resolve this matter. Please extend my time to resolve this complaint as  I’m not sure when George Brazil will receive the letter, thanks in advance!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 find that this resolution would be satisfactory to me PROVIDED they take the additional step of sending an UNedited photo they promised to send.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Good afternoon Britnee,

 

Spoke with [redacted] and expressed my concerns regarding the AC Unit. I have contacted Heating and Cooling (distributer of [redacted] equipment) and have requested the Manufacture Rep to meet one of my Warranty Technicians on the job site to perform an...

overall thorough exam on the unit. The Tech Rep is on vacation until 9/2/14 and I will contact him first thing Tuesday morning! Customer is cooling and he is ok with me scheduling the Tech Rep to come out ASAP (preferably on Thursday or Friday morning). I will keep you posted during the process, thanks! (from start to finish it may take 2-4 weeks but we will do what it takes to make it right!)

 

Kind Regards,

 [redacted]

George Brazil Services

HVAC Service Manager[redacted]

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]

Good Afternoon, On Tuesday 8/25/2015, I spoke with [redacted] regarding CID [redacted]. [redacted] said she is happy with the new unit and wants to give it some time to make sure the unit will stay quiet and perform efficiently. [redacted] also mentioned that she will be sending a letter to Jim who is the President and Heather and Ann Vice President regarding an email she accidently saw in the installers folder that was written by Justin S who is the QA Manager. I apologized for the unprofessional choice of words that were used in the email and will do whatever it takes to resolve this matter. Please extend my time to resolve this complaint as  I’m not sure when George Brazil will receive the letter, thanks in advance!Kind Regards, Vinny M[redacted]George Brazil Air Conditioning & HeatingHVAC Service Managervm[redacted]@qhmamerica.com###-###-####  Office###-###-####  Cell###-###-####  Fax

Good Morning,I wanted to follow up regarding  Jason [redacted]. I spoke to Jason On Friday 7/22 to see if he would allow George Brazil to return to his home with a [redacted] Technical Support Specialist and evaluate the entire system. Jason is ok with this and asked if we can come out on...

Monday’s as he is off work. I left a message with Daryl R[redacted] from [redacted] and waiting for him to call me back. This Complaint may take longer than normal to close so just wanted to keep you in the loop, thanks!Kind Regards, Vinny M[redacted]George Brazil Air Conditioning & HeatingHVAC Service Manager[redacted]

[redacted]  [redacted]

[redacted]  [redacted]

[redacted]  [redacted]

 
Good Morning,
 
On Monday 8/1/16, The George Brazil Team meet the [redacted] Rep at Mr. Jason [redacted]’s property to evaluate the entire AC system. System was operating to Manufacture Specs and found the Compressor noise on shut down to be normal but because the Condenser was right outside the master bedroom made the noise more prevalent. The George Brazil team come back on the following Monday 8/8/16 and relocated the Condenser about 10 feet away towards the back yard. We buried and insulated the line sets which seems to help the noise on shut down. Spoke to Mr. Jason [redacted] on 8/10/16 and has agreed that the unit is quieter and would like to close  this complaint as resolved. Please let me know if I can further assist you, thanks!
Kind Regards,
 
Vinny M[redacted]
George Brazil Air Conditioning & Heating
HVAC Service Manager

[redacted]  [redacted]

[redacted]  [redacted]

[redacted]  [redacted]

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, My name is [redacted] and I’m the Service Manager for George Brazil Air Conditioning & Heating. Please except our apologies for the unprofessional service you received from one of our technicians. I’ve attached a copy of the refund we issued for $39.10 that was...

credited back to your credit card on 5/22/2015. Please let me know if I can further assist you, thank you. Kind Regards, [redacted]George Brazil Air Conditioning & HeatingHVAC Service Manager[redacted]  Office[redacted]  Cell[redacted]  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]  [redacted]  [redacted]

480-633-3858  Fax

[redacted] was my technician for my summer check up and he was prompt, professional, personable and cheerful, considering how hot it was and he was on a roof! When he completed the inspection he suggested a different type of filter for my HVAC, one sold exclusively at Ace Hardware, along with a spray adhesive to use on it. He showed me what they looked like on the Ace web site on his cell phone so I would know exactly what I should purchase. This was the first and only time a contractor has done something like this and I truly appreciated it. I am heading to Ace later this week!
[redacted] answered my questions related to renewing my contract for scheduled cleanings - no pressure to do so.

EXCELLENT SERVICE!

Ferris T ,Rudy W and Fransisco B were very professional when installing our

air conditioning system. They explained the use of our new thermostat to best control

our new climate control system. They left the work area as clean as they found it.

very good work!!!!

They were very nice to do business with, the installers were very knowledgeable and very efficient in their work and very polite.. Every effort was made to inform us of what was happening and how things worked. I would recommend them to anyone.

[redacted] was very polite, friendly, and informative. Worked hard and worked well with other staffer who was not his usual partner. Came across as very professional. Made a good impression of George Brazil Company.