Hendersonville Aluminum Corp.

We marked the file 'do not solicit' a month ago We use an outside service to mail correspondence, and there is probably a delay We apologize for the angst we have caused

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below I was overcharged as per the paperwork I mailed you last Friday The copy of the previous invoice from their company states that the cost should have been less than $ I don't have the details here because I have to use a library computer to do email Regards,

After a thorough review of the customer file and conversation with the Trane representative, we would like to offer the customer a refund of $that was paid to replace the control board that should have been under warranty We would also like to provide free maintenance every year until it's years old (5/19/21.) We did make a clerical error and the manufacturers warranty was only set up for years and not Note that the warranty is only valid with annual maintenance We will cover 100% of any parts or labor relative to the equipment until 5/19/We are very sorry for the problem with the warranty We are standing behind itThe installation of the unit was sound and the equipment is not bad

First, a correction as to the dates in Mr***s letter. The installation was July 2014, the defrost board had to be replaced on December 28, 2014. We did a maintenance one year later in August 2015. We found the filter very dirty and recommended that the customer regularly
change filters. The customer has had no maintenance since August 2015. Customer called due to no heat, and we went to the home on November 16, 2017:Found a burnt common wire to the unit - we replaced;Found unit low on refrigerant. We performed a leak test (at no charge) and found a leakTech called the manufacturer (Trane), who stated that since the customer had not maintained the system, repair not covered under warranty.We quoted $1,to 1) repair leak, 2) vacuum, pressure and recharge

Here is our Company response: Our technician, *** ***, went out to do the maintenance on June 16, He found that the system was overcharged As a result of that finding, he removed refrigerant out of the unit to get the system working properly *** then made a
temporary wiring change to get Mr*** AC for the weekend.*** then called the field supervisor, *** **, to set up a time for *** to check over the system *** made the decision not to do the maintenance until we were convinced that the unit was working properly As a note - diagnosing the unit and removing refrigerant are NOT part of a maintenance task We never charged Mr*** for this extra work.On June 19, *** ** (field supervisor) went out to check over the system He made an adjustment to the air flow, fixed the wiring and finished the maintenance.Mr*** hired a different company to install his Trane system three years ago - it was that company that overcharged the system Additionally, the other company did not set the air flow or wire the system correctly Obviously, the other company did a poor installation and did not stand behind their work This is not One Hour Air's responsibility We did everything we were supposed to do - and never received payment! We don't understand the complaint, except that it appears Mr*** wanted us to fix his unit for free!

Calvert, now One Hour Heating & Air Conditioning installed a Trane Furnace and followed all manufacturers installation requirementsWe are trying to secure an appointment with this customer to evaluate the exhaust pipes to ensure that it meets all specifications. If the failure of her
motor is related to the installation, we will make sure that Ms*** is satisfied

I am following up with you regarding a concern raised by a customer of One Hour Heating & Air Conditioning The issue was assigned an ID number of *** This was the first that we had heard of Mr***’s complaint Our technician was at the customer’s home on May
28, and identified legitimate repairs that he diagnosed as being needed on the equipment There is no quote for $that is noted in our system. The customer has stated that a competitor did do repairs under the Trane warrantee which our company would have done as well From this vantage point, I believe that the competitor may have done the needed repairs under the manufacturer’s warrantee and slandered our organization to the customer. As a reputable company that has been successfully serving our community for over years, we will refund Mr*** his $diagnosis fee as a courtesy to him Our technicians are trained to the highest level and approach every service scenario with the upmost level of integrity. We will reach out to Mr*** to assure him that we approached his repair scenario appropriately and that we are sorry that he has been directed to believe otherwise. If you have any further questions, please contact me directly at *** Sincerely,
*** ***
*** *** *** *** ***One Hour Heating and Air Conditioning

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
06/29/2015To Revdex.com of Delaware:I am very disturbed by how 1 hour heating misrepresented the facts about what happened at my house and with the attitude they have regarding this matter.After I reported the incident to Revdex.com, [redacted] from 1 hour heating tried to reach me on Saturday June 13th and left a message to call him back. I did call back the same day but did not catch his name in the message and could not exactly tell who called me. The customer service lady tried to check who initiated the call but could not identify the person. [redacted] eventually called me back on Tuesday, June 16th. He maintained the attitude that he trusts his people and he is convinced that I have a leak on my system. I actually consulted several service technicians about the possibility of a refrigerant leak happening shortly after tech performed a tune up and everybody’s opinion was that this should not have happened. I went further and had a tech from another company perform a leak test and fill in refrigerant. No leak was found in my system and my air-conditioning is working well after a refill. [redacted] got really upset when I told him about the test and said that he will return the fee they charged me on June 12th. He also asked me if I would call him back in 4-6 weeks when my air-conditioning stops working since he is still convinced that I had a slow leak! I did receive uncashed check few days ago from them; so to say that they did not try to charge me a service fee is incorrect and misleading. I obviously will not ever consider 1 hour heating servicing my central air again, but this could happen to other customers and this company is not taking responsibility for the mistakes they make. Being rude to your customers and trying to misrepresent facts is unacceptable. I have no intention pursuing this further, but I wanted to submit my response to their letter for the record. I am also attaching the original receipt and copy of the check for the service fee I received back from them. [redacted]

This customer will be refunded  $59 fee.

Ms [redacted],  Sorry the last service experience did not meet your expectations.We use a electronic invoicing system on a Ipad that emails you a copy of your receipt.  I realize we now we should keep some invoices that could be hand written with a copy left behind for the customers we have...

that don't have access to email.  Sorry we made this difficult for you.  Going forward we will make sure we have paper invoices on the truck for these type situations. The part cost is just one small of the work being invoice.  Included in the price of the job are the cost of:  compliance with government regulations,  taxes,  technicians wages, call takers wages, administration wages, the cost of the vehicle,  inventory and inventory shrinkage,  auto insurance,  workers comp insurance, unemployment insurance, general liability insurance, phones systems both land lines and cellular, accounting and legal expenses, training, advertising, and after all that is paid,  we keep 5 to 7 cents on the dollar as profit. When [redacted] explained the maintenance plan,  he explained you would get a free oil maintenance each year,  up to 500 dollars in free repairs per visit,  maximum 2000 per year, and if you signed up at the time of visit he waived the $79.00 Service fee.  Everything was spelled out on the application you signed,  a copy of which was left with you.  Sorry you missed the point that it was a monthly subscription though you should of realized that nobody would give away this much service for a one time fee of 27 dollars. Again, sorry we failed to meet your expectations. [redacted]      They do not give a receipt at time of service.They have customer sign a electronic thing without being able to read what it says. They charged $450 to install a part that cost $100. They 'sold' insurance without advising it would cost $27 every month instead of a one time fee. After promising a receipt in the mail I had to call a week later to make a request to the office.

I am responding to complaint ID # [redacted]   This matter was closed and there should be no complaint.  The client called to report that her air conditioner was blowing hot air when we came to evaluate the problem we saw that the refrigerant had leaked out.   She was accusatory...

to our company about the problem that we could have in no way caused.  When we told her we would do the repair but she had to pay for refrigerant, she was irate.  This is standard for any HVAC company.   The client, [redacted] was not charged the $79 diagnosis fee nor did she pay it. It is clearly in our system as a $0 fee.   In addition,  we left a message on her home phone and on her cell phone on June 13th.  And we made another successful attempt on June 15th when we told her that there was no fee charged and no bill would be sent.  She was unhappy at that time as well, but there is really nothing else for us to do.    Please let me know of any other questions.   Sincerely,   [redacted]

We would like to resolve all of Mr. [redacted]'s concerns.   We will contact him directly to address the equipment problems at no charge.  His Warranty Registration is in place and hard copy evidence is going in today's mail to his home.   The Warranty Registration number is...

313694.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is  satisfactory to me. I would like to insure proper mailing address, [redacted]...

[redacted]
Regards,

After a thorough review of the customer file and conversation with the Trane representative, we would like to offer the customer a refund of $697.41 that was paid to replace the control board that should have been under warranty.  We would also like to provide free maintenance every year until...

it's 10 years old (5/19/21.)  We did make a clerical error and the manufacturers warranty was only set up for 5 years and not 10.  Note that the warranty is only valid with annual maintenance.  We will cover 100% of any parts or labor relative to the equipment until 5/19/21. We are very sorry for the problem with the warranty.  We are standing behind it. The installation of the unit was sound and the equipment is not bad.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I would like to know what the business means by "will contact the customer to resolve at no cost"?  Is the correct warranty registered with the manufacturer - Trane?
Regards,

We have not received your response in the mail.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was overcharged as per the paperwork I mailed you last Friday.  The copy of the previous invoice from their company states that the cost should have been less than $300.  I don't have the details here because I have to use a library computer to do email. 
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The response of One Hour Heating and Air Conditioning adds insult to injury. In addition, [redacted] of One Hour left me a voice mail message on 11/14/16 offering us reimbursement in the amount of $1,071.50 (this is the money we paid them to repeatedly repair a unit that was supposed to be under warranty). We never received that check. I have saved this voice mail message. We had been without a working heating unit since the end of October. We could not even get emergency heat to work. Trane headquarters agreed that the unit was not properly installed. A technician from Maichles performed this assessment and also spoke with Lou Frye, a local Trane expert. Due to the fact that we have struggled with One Hour for 4 years trying to resolve this matter (and the fact that we were freezing without heat), we paid Maichles $6,850 on 12/5/16 to remove the old heater and install a new Trane HVAC unit. We would still be living in a home without a working HVAC unit. I cannot believe the way One Hour has demonstrated such blatant disregard for what my family has had to endure. The old unit is currently being stored and is available for inspection. One Hour had 4 years to try to repair this unit, and they were unable to do so. I don't know if their technicians did not recognize the problems with the installation, or worse yet, they did and decided to keep selling us a service plan. I am not exaggerating when I say we have had at least 20 services calls on a unit that was 5 years old. One call service typically resulted in 4-5 visits from a technician to try to resolve the problem. We paid One Hour $11,299 on 5/19/11 for a Trane HVAC unit that never properly worked (we experienced both heating and cooling problems). We just had to pay $6,850 to replace a 5 year old unit. This is completely unacceptable. In addition, I have filed a complaint with the Consumer Protection Unit through the Delaware Attorney General's Office. One Hour did not respond to their first letter and has received a second letter. I am attaching my complaint to the DOJ.

10/5/2017:  We called Mr. [redacted] and left a message to call us so that [redacted] (owner) could speak to him.  He called and and stated 'I'd appreciate it if OneHour never contacted me again and if you do I will file a harrassment suit against you."  Then he hung up on us.At this point, we would like your advice on what to do.

We marked the file 'do not solicit' a month ago.  We use an outside service to mail correspondence, and there is probably a delay.  We apologize for the angst we have caused.