HM Long Transport

I am addressing the complaint referenced above by Mr [redacted] We are surprised at this complaint as we have been running this ad (see below for exact verbiage/script from KTAR) for yearsRADIO PRODUCTION - COMMERCIAL TRANSCRIPT - Station(s) ***Howard Air, Date 5-29-15Producer: [redacted] “It’s [redacted] Just chillin’ in the Howard Air Weather Center! Are you going to gamble on your AC system making it through another scorching summer? Ask yourself – is your system running at peak efficiencybecause most systems are notSo have my friends at Howard Air come out and professionally service your system and get it back to factory specifications and performing at peak efficiencyPlus, what I really like, is they’ll provide you with a full diagnostic report on your entire AC system, perform a forty-four point service, and it’s always done by a factory authorized technicianTake advantage of their Spring Into Summer service specialIf you mention [redacted] – you’ll get it all for ninety-eight bucksAnd it’s backed by their No Breakdown GuaranteeSo remember: Weather it’s replace or repair call Howard Air [redacted] ***That’s [redacted] or visit Howard Air dot com”This message/verbiage has been reviewed and passed the Revdex.com advisory boardWe have serviced thousands of clients utilizing this verbiage with no issues or concerns in this regardThis is the FIRST misinterpretation to date concerning our No Breakdown GuaranteeHere is the verbiage directly from our website (also as written on all of our promotional flyers) to view, go to: HowardAir.com, specials, Howie’s Tu*NO Breakdown Guarantee is the confidence in our experienced technicians, and in the unlikely event your system should fail to keep you comfortable after your maintenance visit, Howard Air will come back out for free! That means should your system fail to keep you comfortable after your maintenance visit, Howard Air will waive the $diagnostic feeAs you can see, our message is in fact very definitive with regards to the charges and “waived fees” associated with the no breakdown guaranteeAs this is the only issue that we have experienced, we believe that our message is forthright and honestI have personally had conversation with Mr [redacted] and explained the programI have in fact offered to return to his residence and make necessary repairs (and as we stipulate) waive the diagnostic feeWe value every customerI will again reach out to Mr [redacted] [redacted] *** [redacted] ***

Our apologies for any inconvenience...there are several factors that affect the 24/EMERGENCY serviceNumber is, does customer have a second functioning unit if call is after hours when parts stores are closedWe do have record of the call: 5-29-17/Memorial Day (Customer called in 5-28- through answering service at 10:15pm ---result - Fuses and capacitor failedMy Service Manager (Bruce) has tried to reach MrJared R K [redacted] Bruce has left a voice mail for MrK [redacted] to call usWe utilize an answering service after hours and HolidaysIt seems that the answering service may not have transferred the call to our "on-call" TechnicianI would like more details so that we can address the issue as we do provide 24/service (defined as Emergency)Please have MrJared R K [redacted] call Bruce J at number Bruce left and we will discuss/correct situationThank you

Revdex.com: In the response from Howard Air it was stated that they would correct the issue ASAP, and they did just that and more I was contacted by the design engineer, Todd, and he spent hours with me discussing the design and workmanship issues and made a video to highlight what was wrong and the steps needed to fix it We spoke a day later and he informed me that the the owner, Kevin H***, had authorized upgrades to the duct work which would involve replacing the entire duct supply line, all of which at no additional cost to me as his way of demonstrating that he cares a great deal about their customers and the level of workmanship They sent out a man crew from their custom home division on Tuesday of this week, the first day that I had available, and they had a beautiful new and well sealed rigid duct layout in place by the following afternoon While the system will still need to be balanced once I complete my home remodel and seal the open walls, their actions proved to me that they do care and that they really do take ownership of the systems they install I want to add, that each individual that I encountered during the project was very professional At no time, did I experience anything but a receptive attitude to my questions and concerns I wish to thank Howard Air and the individuals involved for resolving the issues

This communication is a second response referencing complaint by Mr [redacted] As I provided the exact verbiage as utilized on [redacted] and the actual “guarantee” defined on our website, we still believe that our message is very clear and definedWe have not had ANY previous complaints associated with our guaranteeAgain, please see exact verbiage below RADIO PRODUCTION - COMMERCIAL TRANSCRIPT - Station(s) KTAR “It’s [redacted] Just chillin’ in the Howard Air Weather Center! Are you going to gamble on your AC system making it through another scorching summer? Ask yourself – is your system running at peak efficiencybecause most systems are notSo have my friends at Howard Air come out and professionally service your system and get it back to factory specifications and performing at peak efficiencyPlus, what I really like, is they’ll provide you with a full diagnostic report on your entire AC system, perform a forty-four point service, and it’s always done by a factory authorized technicianTake advantage of their Spring Into Summer service specialIf you mention [redacted] – you’ll get it all for ninety-eight bucksAnd it’s backed by their No Breakdown GuaranteeSo remember: Weather it’s replace or repair call Howard Air [redacted] ***That’s [redacted] or visit [redacted] ***” *NO Breakdown Guarantee is the confidence in our experienced technicians, and in the unlikely event your system should fail to keep you comfortable after your maintenance visit, Howard Air will come back out for free! That means should your system fail to keep you comfortable after your maintenance visit, Howard Air will waive the $diagnostic feeAs you can see, our message is in fact very definitive with regards to the charges and “waived fees” associated with the no breakdown guaranteeI have personally talked with Mr [redacted] and I will call him again today and offer our “waived diagnostic fee” as defined in our guarantee and offer a 10% discount on his repair serviceWe will do this because we value our clients and unfortunately there are sometimes miss-interpretations

Revdex.com of Central, Northern and Western Arizona
April 24, 2017 RE: Daniel K M*** This letter is in response to your communication concerning issues with MrDaniel K M*** InstallationFirst and foremost, as the Operations Manager of Howard Air, I take all client concerns very seriouslyI (as well as the owners Kevin H*** and Julie H***) am distressed that MrDaniel K M*** is frustra***We have been in business for and are the Top ra*** Contractor on Angie’s list for years in a rowWe pride ourselves on “Exceptional” customer service and we will indeed correct this situation ASAPOur Comfort Consultants *** in this case) make every effort to return to client’s installation if possibleUnfortunately *** was not able to return on day of installationWe have in fact taken several steps to correct MrM*** concernsWe have: added a ductwork run, performed air balancing, installed a new Control, (Thermostat) and also added additional custom registers at no cost to MrM***We regret that the clanking noise persists and will address ASAPI will have my service Department contact MrM*** and schedule a compressor replacement (no cost to client)In conclusion, we regret any inconvenience or misunderstanding with MrM*** Sincerely Bill H*** Howard Air | *** *** Office: ###-###-####

Revdex.com of Central, Northern and Western Arizona
February 16, 2017 RE: Complaint ID#: *** *** *** *** * *** *** *** ** *** This letter is in response to your communication concerning issues with in-house redesign of duct work at *** *** residenceFirst and foremost, as the Operations Manager of Howard Air, I take all client concerns very seriouslyI (as well as the owners (Kevin H*** and Julie H***) am distressed that *** *** is frustrated We have been in business for and are the Top rated Contractor on *** *** for years in a rowWe pride ourselves on “Exceptional” customer service and we will indeed correct this situation ASAPUnfortunately as *** *** stated, he was sick for an extended period of time that we had a lapse of contactAs of this response: we have in fact contacted *** *** (February 15, 2017) and scheduled a site visit to identify issuesI have my Engineering Consultant overviewing *** *** home as I write this response (February 16, 2017)Todd (our Consultant) will evaluate, redline any/all needed corrections and we will schedule those corrections immediately (at *** *** convenience)My Installation Manager will schedule those corrections and follow up to ensure *** *** complete satisfactionIn conclusion, we regret any inconvenience or misunderstanding with *** ***Sincerely Bill H*** Howard Air | Operations Manager Office: ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Howard air response "it’s backed by their No Breakdown Guarantee" and "I will again reach out to Mr***." as you see Howard air said "No break down guarantee" very deceiving to customer and in their response again they are lying to me and you that they will reach out, but until now they never call meThis is very deceiving to customers. Regards,*** ***

I am addressing the complaint referenced above by Mr. [redacted]. We are surprised at this complaint as we have been running this ad (see below for exact verbiage/script from KTAR) for years. RADIO PRODUCTION - COMMERCIAL TRANSCRIPT - Station(s) [redacted]Howard Air,       Date...

5-29-15Producer: [redacted] “It’s [redacted]. Just chillin’ in the Howard Air Weather Center! Are you going to gamble on your AC system making it through another scorching summer? Ask yourself – is your system running at peak efficiency... because most systems are not. So have my friends at Howard Air come out and professionally service your system and get it back to factory specifications and performing at peak efficiency. Plus, what I really like, is they’ll provide you with a full diagnostic report on your entire AC system, perform a forty-four point service, and it’s always done by a factory authorized technician. Take advantage of their Spring Into Summer service special. If you mention [redacted] – you’ll get it all for ninety-eight bucks. And it’s backed by their No Breakdown Guarantee. So remember: Weather it’s replace or repair call Howard Air. [redacted]. That’s [redacted] or visit Howard Air dot com”. This message/verbiage has been reviewed and passed the Revdex.com advisory board. We have serviced thousands of clients utilizing this verbiage with no issues or concerns in this regard. This is the FIRST misinterpretation to date concerning our No Breakdown Guarantee. Here is the verbiage directly from our website (also as written on all of our promotional flyers) to view, go to: HowardAir.com, specials, Howie’s Tune-up *NO Breakdown Guarantee is the confidence in our experienced technicians, and in the unlikely event your system should fail to keep you comfortable after your maintenance visit, Howard Air will come back out for free! That means should your system fail to keep you comfortable after your maintenance visit, Howard Air will waive the $88 diagnostic fee. As you can see, our message is in fact very definitive with regards to the charges and “waived fees” associated with the no breakdown guarantee. As this is the only issue that we have experienced, we believe that our message is forthright and honest. I have personally had conversation with Mr. [redacted] and explained the program. I have in fact offered to return to his residence and make necessary repairs (and as we stipulate) waive the diagnostic fee. We value every customer. I will again reach out to Mr. [redacted] 
[redacted] [redacted]

Our apologies for any inconvenience...there are several factors that affect the 24/7 EMERGENCY service. Number 1 is, does customer have a second functioning unit if call is after hours when parts stores are closed. We do have record of the call: 5-29-17/Memorial Day (Customer called in 5-28-17...

through answering service at 10:15pm ---result - Fuses and capacitor failed. My Service Manager (Bruce) has tried to reach Mr. Jared R K[redacted] Bruce has left a voice mail for Mr. K[redacted] to call us. We utilize an answering service after hours and Holidays. It seems that the answering service may not have transferred the call to our "on-call" Technician. I would like more details so that we can address the issue as we do provide 24/7 service (defined as Emergency). Please have Mr. Jared R K[redacted] call Bruce J at number Bruce left and we will discuss/correct situation. Thank you

Revdex.com:
In the response from Howard Air it was stated that they would correct the issue ASAP, and they did just that and more.  I was contacted by the design engineer, Todd, and he spent 2 hours with me discussing the design and workmanship issues and made a video to highlight what was wrong and the steps needed to fix it.  We spoke a day later and he informed me that the the owner, Kevin H[redacted], had authorized upgrades to the duct work which would involve replacing the entire duct supply line, all of which at no additional cost to me as his way of demonstrating that he cares a great deal about their customers and the level of workmanship.  They sent out a 3 man crew from their custom home division on Tuesday of this week, the first day that I had available, and they had a beautiful new and well sealed rigid duct layout in place by the following afternoon.  While the system will still need to be balanced once I complete my home remodel and seal the open walls, their actions proved to me that they do care and that they really do take ownership of the systems they install.  I want to add, that each individual that I encountered during the project was very professional.  At no time, did I experience anything but a receptive attitude to my questions and concerns.  I wish to thank Howard Air and the individuals involved for resolving the issues.

This communication is a second response referencing complaint by Mr. [redacted]. As I provided the exact verbiage as utilized on [redacted] and the actual “guarantee” defined on our website, we still believe that our message is very clear and defined. We have not had ANY previous complaints associated with our guarantee. Again, please see exact verbiage below… RADIO PRODUCTION - COMMERCIAL TRANSCRIPT - Station(s) KTAR “It’s [redacted]. Just chillin’ in the Howard Air Weather Center! Are you going to gamble on your AC system making it through another scorching summer? Ask yourself – is your system running at peak efficiency... because most systems are not. So have my friends at Howard Air come out and professionally service your system and get it back to factory specifications and performing at peak efficiency. Plus, what I really like, is they’ll provide you with a full diagnostic report on your entire AC system, perform a forty-four point service, and it’s always done by a factory authorized technician. Take advantage of their Spring Into Summer service special. If you mention [redacted] – you’ll get it all for ninety-eight bucks. And it’s backed by their No Breakdown Guarantee. So remember: Weather it’s replace or repair call Howard Air. [redacted]. That’s [redacted] or visit [redacted]”.  *NO Breakdown Guarantee is the confidence in our experienced technicians, and in the unlikely event your system should fail to keep you comfortable after your maintenance visit, Howard Air will come back out for free! That means should your system fail to keep you comfortable after your maintenance visit, Howard Air will waive the $88 diagnostic fee. As you can see, our message is in fact very definitive with regards to the charges and “waived fees” associated with the no breakdown guarantee. I have personally talked with Mr. [redacted] and I will call him again today and offer our “waived diagnostic fee” as defined in our guarantee and offer a 10% discount on his repair service. We will do this because we value our clients and unfortunately there are sometimes miss-interpretations.