Glenns Bulk Food Shoppe & Gospel Book Store

Per the customers request we will be replacing the unit with a new unitHave the customer email [redacted] to set up the change outThank you

On 4-**-an order was placed for one EZ Series CM unit and one room enclosureOn 6-*-customer emailed [redacted] about status of orderOn 6-**-unit and room enclosure were installedFrom 06-**-thru the beginning on June we can only assume the unit ran perfectly fine for a complete year since no emails or calls were made to IslandaireJune customer contacted Islandaire saying the unit is defective now and is dripping water on her wood floorsAs with any customer service request, Islandaire customer service forwards the service call request to one of our authorized warranty service centers to handle the service callBased on the information she provided it looks like the service call did not happen as fast as it should haveOn 06-**- [redacted] Service was sent to the location to handle the service call under the factory warranty, and no cost to the customerThey noticed an ice buildup on the unit and said they would need to remove the unit, repair it and bring it backThe homeowner said no they want a new unitOn 07-**- [redacted] recvd an email from [redacted] regarding all issues with the unit and the issues with getting service, demanding a new unit or a full refund [redacted] said he can not authorize either and would speak to management for an answer [redacted] dispatched a service tech to see what was going on with the unitThe tech was told not repair the unit and they want a new unit [redacted] responded to [redacted] s email "I will give you hours to contact the proper person to get the authority that you need for replacement or refund"And stated "I am an attorney and have tried to resolve this amicably as a consumerI have drafted a formal summons and complaint naming Islandaire and [redacted] as defendants, to be filed Friday morning in Civil Court, seeking equitable remedies including a refund of my money for the defective unit, the cost of repairing my wood floor, and any other remedy deemed proper by the court for the lack of customer service, if I do not hear from you by end of business Thursday 7-*-15." [redacted] responded "I spoke to the [redacted] of the companyHe said that the unit is a year old and still under the warrantyHe said to let [redacted] Air Solutions take the unit and bring it back to usWe will repair the unit under warranty and return it to youIf the unit is not repairable we will provide you a brand new unitI have copied [redacted] Air Solutions on this email." At 5:pm [redacted] responded "NO after dealing with your company and lack of service as I stated to [redacted] ***, [redacted] and [redacted] of Diamond Air, I want a NEW unitThere is no reason for a unit supposedly manufactured a year ago to be malfunctioning in less than a year [redacted] of Diamond Air stated that the unit should be replaced, that he handles units under warranty and that a new unit would in fact be provided and that you all would stop wasting my timeYou either provide me with a new unit or a refundI am not going to sit in a hot house in the dead of summer while you take weeks on end to repair that piece of crap unit that ruined my wood floors (yes your service tech has pictures of it)Further, please be reminded that you have other customers in my building who would be happy to know about the service this company provides."As previously stated the unit worked fine for [redacted] monthsWe have offered twice to repair the unit at no charge and if it was not repairable, replacedIf it was repaired back in June the issue would have been resolved and they would have coolingLet us know when to pick up the unit to be checked out

Revdex.com: 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:The business response is completely misleading, disingenous and false, providing yet another example of the games being playedAT NOT TIME DID THIS COMPANY OFFER US A REPAIR UNTIL WE ADVISED A LAWSUIT WAS LOOMINGWhen the complaint was first made to Islandaire, their computer system was down and they were unable to pull up our serial numberWe were told by "*" to call [redacted] ***We spoke with "*" at [redacted] ***, who told us she had no record of the serial number because [redacted] did not install the unitHowever, if Islandaire would/could confirm it was under warranty, they would come out to service the unit for us We called Islandaire back, and instead of confirming the warranty, they just referred us to another company, *** NO REPAIR WAS OFFERED.When [redacted] came to inspect the unit, a repair was NEVER offeredthey were there to inspect adn report back only They inspected the unit, saw the ice forming, causing the leak to the floor and told us they could NOT take the unit WITHOUT notification from Islandaire that it was covered under warranty or there would be a charge to us, the customerThey advised us to call Islandaire and if approved, they would come back for the unitWe contacted ***at Islandaire, again, told her what [redacted] advised and again, instead of confirming the warranty, referred us to yet another person, "**" who would get back to us within hours AGAIN NO REPAIR WAS OFFEREDAnother two weeks went by with nothing from IslandaireWhen we followed up, because at this point, the unit was not cooling, we demanded to speak with smoeone with authority about getting the unit replaced, because at no time had we been offered a repair [redacted] again referred us to "**" After being placed on hold we spoke to **, who told us we probably were not under warranty but that he would come out and look at the unit himself to confirm what [redacted] found because they were having issues with [redacted] and wanted another opinionFurther, nothing had been done to date because we were out of warranty After disputing the warranty issue, "**" said he would come out himself the next dayInstead, minutes after getting off the phone with "**", we received a call from "*" of [redacted] ***, stating they were Islandaire's affiliate/in house warranty company, that he received an email from "*" of Islandaire regarding the issue with the unit and that they were sending someone to the house and that if determined the unit would be replaced, it would We objected to havnig yet another person only come to look at the unit because over a month passed by and no action was being taken by ISlandaire, it was hot and the floors were ruined, howevr, our biggest concern was the heat He assured us it would be taken care of OF NOTE, AGAIN NO REPAIR WAS OFFERED The following day a tech from [redacted] came to the house Upon his arrival we asked what he was there to do He stated he was there to look at the unit and report back He determined it should be replacedAt first he stated we should contact the original installation company After advising it was his company who installed it, he told us we would have to speak to the original sales person, who was the only person who could request a replacementAGAIN, NO REPAIR WAS OFFEREDLater that day we contacted "*" from [redacted] as to what was going to happen with the unit, after his tech inspected it, took photos of the floor and determined it should be replaced"*" stated at first, "oh he did?" in shock, then stated, he could not make that decision, we were out of warranty and that he was told by "**" only to send someone to look at the unit (a complete from his statement the day before, that the unit would be replaced, that they were the warranty company and that they would make sure this was taken care of)After stating he had no authority to make the decision about replacement, he told us we would have to speak with "**" his [redacted] , because he did not make decisions about replacing the unit AGAIN NO REPAIR WAS OFFERED.We communicate withthe original sales person of the history of this issue, "**" HE ALSO stated he could not make the decision abotu replacement, only management could We requested the name of "management" because as you can see, we had already been referred to numerous people, none of whom had any authorityONLY after stating we intended to file a lawsuit for damage to the floors, and for a replacement unit or refund, were we offered a repairAll we orignally wanted was for the unit to work properly Instead, they jerked us around for over a month, leading to this pointContrary to Islandaire's response above, the delay in getting the unit repaired and working properly was due to their oen neglect as follows: (1) Not having the serial number; (2)not confirming it ws under warranty; (3) sending us to different service companies without confimring it was under warranty; (4) sending people to look at the unit and NEVER ONCE OFFERING A REPAIR until a lawsuit was was looming; (5) not rbeing responsive to the compplaint; (6) telling us we would get a replacement and they denying the offerI want a replacement with a new warranty or a refundI do not want to do business with this company any longer, nor should I have toThey have proven to have no customer service whatsover, not responsive to paying customers and just overall disingenuous In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved as to the unit in question onlyThis however, does not waive any rights I have for future claims for property damage as a result of the delay in service
Sincerely,
*** ***

Per the customers request we will be replacing the unit with a new unit. Have the customer email [redacted] to set up the change out. Thank you.

Revdex.com:
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:The business response is completely misleading, disingenous and false, providing yet another example of the games being played. AT NOT TIME DID THIS COMPANY OFFER US A REPAIR UNTIL WE ADVISED A LAWSUIT WAS LOOMING. When the complaint was first made to Islandaire, their computer system was down and they were unable to pull up our serial number. We were told by "*" to call [redacted]. We spoke with "*" at [redacted], who told us she had no record of the serial number because [redacted] did not install the unit. However, if Islandaire would/could confirm it was under warranty, they would come out to service the unit for us.  We called Islandaire back, and instead of confirming the warranty, they just referred us to another company, [redacted].  NO REPAIR WAS OFFERED.When [redacted] came to inspect the unit, a repair was NEVER offered. they were there to inspect adn report back only.  They inspected the unit, saw the ice forming, causing the leak to the floor and told us they could NOT take the unit WITHOUT notification from Islandaire that it was covered under warranty or there would be a charge to us, the customer. They advised us to call Islandaire and if approved, they would come back for the unit. We contacted [redacted]at Islandaire, again, told her what [redacted] advised and again, instead of confirming the warranty, referred us to yet another person, "**" who would get back to us within 48 hours.  AGAIN NO REPAIR WAS OFFERED. Another two weeks went by with nothing from Islandaire. When we followed up, because at this point, the unit was not cooling,  we demanded to speak with smoeone with authority about getting the unit replaced, because at no time had we been offered a repair.  [redacted] again referred us to "**".  After being placed on hold we spoke to **, who told us we probably were not under warranty but that he would come out and look at the unit himself to confirm what [redacted] found because they were having issues with [redacted] and wanted another opinion. Further, nothing had been done to date because we were out of warranty.  After disputing the warranty issue,  "**" said he would come out himself  the next day. Instead, 10 minutes after getting off the phone with "**", we received a call from "*" of [redacted], stating they were Islandaire's affiliate/in house warranty company, that he received an email from "*" of Islandaire regarding the issue with the unit and that they were sending someone to the house and that if determined the unit would be replaced, it would.  We objected to havnig yet another person only come to look at the unit because over a month passed by and no action was being taken by ISlandaire, it was hot and the floors were ruined, howevr, our biggest concern was the heat.  He assured us it would be taken care of.  OF NOTE, AGAIN NO REPAIR WAS OFFERED.  The following day a tech from [redacted] came to the house.  Upon his arrival we asked what he was there to do.  He stated he was there to look at the unit and report back.  He determined it should be replaced. At first he stated we should contact the original installation company.  After advising it was his company who installed it, he told us we would have to speak to the original sales person, who was the only person who could request a replacement. AGAIN, NO REPAIR WAS OFFERED. Later that day we contacted "*" from [redacted] as to what was going to happen with the unit, after his tech inspected it, took photos of the floor and determined it should be replaced. "*" stated at first, "oh he did?" in shock, then stated, he could not make that decision, we were out of warranty and that he was told by "**" only to send someone to look at the unit (a complete 180 from his statement the day before, that the unit would be replaced, that they were the warranty company and that they would make sure this was taken care of). After stating he had no authority to make the decision about replacement, he told us we would have to speak with "**" his [redacted], because he did not make decisions about replacing the unit.  AGAIN NO REPAIR WAS OFFERED.We communicate withthe original sales person of the history of this issue, "**".  HE ALSO stated he could not make the decision abotu replacement, only management could.  We requested the name of "management" because as you can see, we had already been referred to numerous people, none of whom had any authority. ONLY after stating we intended to file a lawsuit for damage to the floors, and for a replacement unit or refund, were we offered a repair. All we orignally wanted was for the unit to work properly.  Instead, they jerked us around for over a month, leading to this point. Contrary to Islandaire's response above, the delay in getting the unit repaired and working properly was due to their oen neglect as follows: (1) Not having the serial number; (2)not confirming it ws under warranty; (3) sending us to 3 different service companies without confimring it was under warranty; (4) sending people to look at the unit and NEVER ONCE OFFERING A REPAIR until a lawsuit was was looming; (5) not rbeing responsive to the compplaint; (6) telling us we would get a replacement and they denying the offer. I want a replacement with a new warranty or a refund. I do not want to do business with this company any longer, nor should I have to. They have proven to have no customer service whatsover, not responsive to paying customers and just overall disingenuous.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

On 4-**-14 an order was placed for one EZ Series CM unit and one room enclosure. On 6-*-14 customer emailed [redacted] about status of order. On 6-**-14 unit and room enclosure were installed. From 06-**-14 thru the beginning on June 2015 we can only assume the unit ran perfectly fine for a...

complete year since no emails or calls were made to Islandaire. June 2015 customer contacted Islandaire saying the unit is defective now and is dripping water on her wood floors. As with any customer service request, Islandaire customer service forwards the service call request to one of our authorized warranty service centers to handle the service call. Based on the information she provided it looks like the service call did not happen as fast as it should have. On 06-**-15 [redacted] Service was sent to the location to handle the service call under the factory warranty, and no cost to the customer. They noticed an ice buildup on the unit and said they would need to remove the unit, repair it and bring it back. The homeowner said no they want a new unit. On 07-**-15 [redacted] recvd an email from [redacted] regarding all issues with the unit and the issues with getting service, demanding a new unit or a full refund. [redacted] said he can not authorize either and would speak to management for an answer. [redacted] dispatched a service tech to see what was going on with the unit. The tech was told not repair the unit and they want a new unit. [redacted] responded to [redacted]s email "I will give you 48 hours to contact the proper person to get the authority that you need for replacement or refund". And stated "I am an attorney and have tried to resolve this amicably as a consumer. I have drafted a formal summons and complaint naming Islandaire and [redacted] as defendants, to be filed Friday morning in Civil Court, seeking equitable remedies including a refund of my money for the defective unit, the cost of repairing my wood floor, and any other remedy deemed proper by the court for the lack of customer service, if I do not hear from you by end of business Thursday 7-*-15." [redacted] responded "I spoke to the [redacted] of the company. He said that the unit is a year old and still under the warranty. He said to let [redacted] Air Solutions take the unit and bring it back to us. We will repair the unit under warranty and return it to you. If the unit is not repairable we will provide you a brand new unit. I have copied [redacted] Air Solutions on this email." At 5:25 pm [redacted] responded "NO after dealing with your company and lack of service as I stated to [redacted] and [redacted] of Diamond Air, I want a NEW unit. There is no reason for a unit supposedly manufactured a year ago to be malfunctioning in less than a year. [redacted] of Diamond Air stated that the unit should be replaced, that he handles units under warranty and that a new unit would in fact be provided and that you all would stop wasting my time. You either provide me with a new unit or a refund. I am not going to sit in a hot house in the dead of summer while you take weeks on end to repair that piece of crap unit that ruined my wood floors (yes your service tech has pictures of it). Further, please be reminded that you have other customers in my building who would be happy to know about the service this company provides."As previously stated the unit worked fine for ** months. We have offered twice to repair the unit at no charge and if it was not repairable, replaced. If it was repaired back in June the issue would have been resolved and they would have cooling. Let us know when to pick up the unit to be checked out.