Howard Air

Review: On the Radio advertise,Howard air said if they do my servise turn up and if anythings happened with my AC they will come back for free. Howard air did my air conditioning service on 23, March 2015 for total $1135. 66 and yesterday one of the unit is making loud noise, I called Howard air, at first they want to charge me 88.00 dollars, after long discussion with them they finally agrees that they will not charge me for the service and they came over to find out that I need my motor replace, which will cost me approx. $800.00. Their advertise very deceiving and misleading to consumers, If you listen on the Radio they said "will be back and no charge to us for whatever happened" now they said only free diagnostic.Desired Settlement: want them to keep their promise and stop deceiving and misleading customers

Business

Response:

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]

Consumer

Response:

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.Howard air response "it’s backed by their No Breakdown Guarantee" and "I will again reach out to Mr. [redacted]." 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 me. This is very deceiving to customers. Regards,[redacted]

Business

Response:

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.