Hyatt Refrigeration, Inc.

On June 15, 2015, my husband and I moved into a new home purchased through *** *** *** Since the home was a new construction, we were informed that the builder provided a one year warranty through the Builder Backed Service Program*** also provided us with a Warranty Manual and a list of the companies we should contact if any issues aroseOn July, 2015, the upstairs air conditioning unit was leaking waterI contacted Hyatt Air Refrigeration and they fixed itOn April 22, 2016, I turned on the downstairs air conditioning unit and realized only hot air was blowingI contacted Hyatt Air Refrigeration with my concern and they said they would send someoneThe technician arrived at 5:PM and checked the AC unit, filter, and thermostatEverything seemed to be workingThen he opened the thermostat and realized that the wires in the thermostat were wired incorrectlyThe technician contacted ***, the alarm company that had replaced the original thermostat, and rewired it corr

Yes this customer called her A/C was not cooling and her house showed in our data base it was still under warrantyShe never mention when she called in she had the Thermostat replaced by an alarm companySo when the tech went to her house he was told it was under warrantyI understand we
have to warranty our work for yearAs for the warranty invoice stating $that is true, but I review all invoices and I notice this was not something we caused.I don't feel we should have to warranty work from a mistake from an other companyAs the customer stated she would have declined repair on the thermostat if she was told that was the problemShe did know that was the problem because she was there when the tech from Hyatt call the alarm companyAlso even if she declined work we would have billed her a service call. I believe this customer should speak with her alarm company to cover the service callI am willing to change cost to $witch is our minservice call

I came home today (Labor Day, 9/4/17, and my thermostat was set at and the temp in the house was My detective senses told me that something was wrong
I investigated a bit, and found out that the unit outside was grunting like it was trying to start, but just couldn't get up and running Recognizing that I might have a problem sleeping in a house that might get up to broiling temps, I began to make plans to sleep in the RV tonight
Then I remembered, at the American Legion a man from Hyatt AC had given me his card and told me to call me if I had any problems with my AC Turns out his company had installed the units in my Park West development, and they were very concerned that the home buyers would receive good service
I called them, on Labor Day, mind you, just knowing I'd get a recording at best, and then wait for a call tomorrow, at best
Well, you guessed it; they answered the phone, had Robert at my home minutes later, and with a modest service-call fee I was up and running!
In San Diego I swear this couldn't have happened Even if you had a service contract with an AC company it was still like pulling teeth to get them out within days!
The bottom line is, I highly recommend this company They get it done and really care about you!
Thanks to Kenny and Robert!

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Yes this customer called her A/C was not cooling and her house showed in our data base it was still under warranty. She never mention when she called in she had the Thermostat replaced by an alarm company. So when the tech went to her house he was told it was under warranty. I understand we...

have to warranty our work for 1 year. As for the warranty invoice stating $0.00 that is true, but I review all invoices and I notice this was not something we caused.I don't feel we should have to warranty work from a mistake from an other company. As the customer stated she would have declined repair on the thermostat if she was told that was the problem. She did know that was the problem because she was there when the tech from Hyatt call the alarm company. Also even if she declined work we would have billed her a service call.  I believe this customer should speak with her alarm company to cover the service call. I am willing to change cost to $75.00 witch is our min. service call.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: On June 15, 2015, my husband and I moved into a new home purchased through [redacted] Since the home was a new construction, we were informed that the builder provided a one year warranty through the Builder Backed Service Program. [redacted] also provided us with a Warranty Manual and a list of the companies we should contact if any issues arose. On July, 2015, the upstairs air conditioning unit was leaking water. I contacted Hyatt Air Refrigeration and they fixed it. On April 22, 2016, I turned on the downstairs air conditioning unit and realized only hot air was blowing. I contacted Hyatt Air Refrigeration with my concern and they said they would send someone. The technician arrived at 5:42 PM and checked the AC unit, filter, and thermostat. Everything seemed to be working. Then he opened the thermostat and realized that the wires in the thermostat were wired incorrectly. The technician contacted [redacted], the alarm company that had replaced the original thermostat, and rewired it correctly. After this, the AC unit began to blow cool air. At 6:46 PM, the technician had me sign an invoice that described the service with a $0 balance.

On Tuesday, April 26, 2016, the business manager contacted me stating that I had to pay $115 since the AC unit wasn't the problem. I explained to him that I contacted the company in good faith believing the hot air was due to the AC unit and couldn't understand why I was now being charged if it was still under warranty. I stated that I had been using the upstairs thermostat, also installed by [redacted] and I had no issues. I continued to explain that I had contacted the company in good faith and with the warranty in mind. He then told me they were tired of people thinking they worked for free and if I didn't pay the bill, they would just send me to collections.

On April 30, 2016 I received an invoice stating inaccurate (additional service time) and additional service charges with a total of $196.88.Desired Settlement: I have reviewed the Builder Backed Service Program, 2-10 Home Buyers Warranty Manual and believe the complete service is covered through the one year workmanship coverage. If the technician would have informed me that the hot air was due to the wiring of the thermostat and it was no longer covered under warranty, I would have had the opportunity to accept or decline additional service. In addition, I was asked to sign an original invoice stating I had a zero balance. Finally, the service hours and labor descriptions are inaccurate. I have video recording of the accurate service time and the signing of the original invoice.

Business

Response:

Yes this customer called her A/C was not cooling and her house showed in our data base it was still under warranty. She never mention when she called in she had the Thermostat replaced by an alarm company. So when the tech went to her house he was told it was under warranty. I understand we have to warranty our work for 1 year. As for the warranty invoice stating $0.00 that is true, but I review all invoices and I notice this was not something we caused.I don't feel we should have to warranty work from a mistake from an other company. As the customer stated she would have declined repair on the thermostat if she was told that was the problem. She did know that was the problem because she was there when the tech from Hyatt call the alarm company. Also even if she declined work we would have billed her a service call. I believe this customer should speak with her alarm company to cover the service call. I am willing to change cost to $75.00 witch is our min. service call.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Hyatt Refrigeration has been taking care of my old heat pump for about 5 years. The company is superb. The technicians are excellent, and the company stands behind its repairs. I feel very fortunate to have been referred to them when I first moved to Yuma. The technicians are not paid on commission, so they do not try to sell expensive and unneeded items to customers.

For example, when my heat pump stopped working a week ago, Hyatt sent out a tech who repaired the unit. However, the unit was still not cooling normally, and another technician came out today and performed other repairs and installed a handle to make it easier for me to open the unit to replace the filters. Both of these gentlemen arrived when the company said they would, treated me respectfully, did good work, and left the worksite clean. As a single senior I was completely comfortable with having both techs in my home. Note that my unit would probably not have failed if I had obtained recommended annual servicing. This type of service is characteristic of what Hyatt has provided in to me the past. Their prices are reasonable and they have NEVER tried to sell me something I don't need.