Initial Business Response /* (1000, 9, 2016/12/21) */
The Technician clearly explained to MrD (prior to ANY repairs) that the system was more than 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 MrD 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 MrD 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 minutes; per our GPS tracking software and the Service Order that MrD signed) The system was operating to the best of its ability when the Technician left the property and MrD 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 MrD 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 certifiedbut 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 repairsHe certainly never said repairs would not be guaranteedAfter all he took on the jobSecond the job was not done properly because there was a relay that was stuck closed and it caused the meltdownsThe Technever replaced this relayThird I never said the Technician was only their for minI said minafter he left the system stopped workingFourth I was never offered further repairs.Techsaid unit was not repairable
Final Business Response /* (4000, 13, 2016/12/27) */
Again, the system is years old! We never recommend making repairs to such an outdated and inefficient systemThe Tech made notes AND informed our office that the customer had opted for repairs regardless of his recommendationsThe Tech only made the repairs because the customer insistedThe relay was working properly after the Tech's repairs were complete or the system would not have functionedThe customer signed that the system was working when the Tech was finishedThere was really no way to know that further failures would happenEXCEPT THAT THE SYSTEM WAS 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 techonly recommended not repairing the unit the second time he came out, after his repairsSecond their was no insisting, It was a service callThird the relay in question controlled the heating elementIt was stuck on and would not allow the heating element to shut offThis is why the unit got too hot and melted down.I paid Goff $The unit was worse minafter the Goff repairAll Goff repairs had to be redone by another company plus a new motor and the relay
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.
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, 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, 2016/12/21) */
The Technician clearly explained to MrD (prior to ANY repairs) that the system was more than 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 MrD 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 MrD 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 minutes; per our GPS tracking software and the Service Order that MrD signed) The system was operating to the best of its ability when the Technician left the property and MrD 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 MrD 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 certifiedbut 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 repairsHe certainly never said repairs would not be guaranteedAfter all he took on the jobSecond the job was not done properly because there was a relay that was stuck closed and it caused the meltdownsThe Technever replaced this relayThird I never said the Technician was only their for minI said minafter he left the system stopped workingFourth I was never offered further repairs.Techsaid unit was not repairable
Final Business Response /* (4000, 13, 2016/12/27) */
Again, the system is years old! We never recommend making repairs to such an outdated and inefficient systemThe Tech made notes AND informed our office that the customer had opted for repairs regardless of his recommendationsThe Tech only made the repairs because the customer insistedThe relay was working properly after the Tech's repairs were complete or the system would not have functionedThe customer signed that the system was working when the Tech was finishedThere was really no way to know that further failures would happenEXCEPT THAT THE SYSTEM WAS 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 techonly recommended not repairing the unit the second time he came out, after his repairsSecond their was no insisting, It was a service callThird the relay in question controlled the heating elementIt was stuck on and would not allow the heating element to shut offThis is why the unit got too hot and melted down.I paid Goff $The unit was worse minafter the Goff repairAll Goff repairs had to be redone by another company plus a new motor and the relay
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.
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, 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.