Jill Hall Rose

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 [To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business is not recalling the facts accurately Missy DID tell me that I had an appointment between 3- She said that since it's a new unit, we will send someone out She did NOT tell me that she would speak with the owner before confirming a time NOWHERE in that very long and drawn out response do I see an apology for all the times I have called and was told things and the owner Rob failed to call back This last instance was just the last straw You don't treat people like this and this is a shame If I do not get an acknowledgement that I indeed had an appointment and an apology for waiting till 3:to tell me no one was coming and with an attitude tell me nothing was wrong with it....then I will only deal with this company for warranty issues as unfortunately I have no choice in that matter But other than that I will not support a business that treats me this way! Regards, [redacted]

This letter is in response to the complaint against Air Plus Heating and Cooling by [redacted]. Air Plus Heating and Cooling, Inc have been in business for over 25 years and takes pride in every installation that is completed. Air Plus has been a member of the Revdex.com since 2002 with an A+ rating...

along with being members of several different orginizations with high standings. The installation that was done for [redacted] originally was completed in June 2012.  The system was chosen by Ms. [redacted] after a proposal was given with 2 different types of equipment. We installed the [redacted] 3 Ton 410 heat pump along with [redacted] 3 Ton Air Handler for $3,900.00.  This included a 10 Year Parts warranty and 10 Year Labor warranty. In November 2017, Ms. [redacted] was having an issue with the [redacted] heat pump.  We did a service call to determine what was wrong with the unit and found that the reserving valve was not working properly.  Air Plus ordered a new part for the unit under with warranty guidelines and replaced it. Ms. [redacted] was not happy with the idea of just a part being replaced and wanted [redacted] to give her a new unit. Air Plus informed Ms. [redacted] that [redacted] was not going to provide her with a new unit that they would only provide her with what the warranty states. After several different discussions between me, [redacted], and a sales representative, Air Plus decided to put in a new unit of a different brand for Ms. [redacted] at no cost to solve the issue. On December 5 2017, a new [redacted] heat pump unit was installed at her residence. Air Plus also kept her labor warranty in effect for the next 5 years and she has a 5 year parts warranty on the new unit.  We provided her paperwork showing all this was in good faith to show we stand behind the job we have done. Ms. [redacted] called the office on December 28, 2017 indicating that she was having a concern with her heat pump. My office manager Missy returned a call to Ms. [redacted] to ask a few questions about it. Ms. [redacted] stated that the outside unit was not running and felt that it should be. Missy explained that the heat pump has a sensor in it that will cut it off when it goes below a certain degrees outside and that the inside unit will be the primary unit to produce heat. Missy asked Ms. [redacted] if temperature was being reached in the home and was told that it was set at 71 and was currently 70 degrees in the home. Ms. [redacted] was talking with a gentleman in the background about what was being discussed on the phone and that gentleman indicated that he feels that the heat pump should be running at the same time while the indoor unit is producing the heat from the electric heat paks. The gentleman (unknown name) then got on the phone with Missy in which he told her that he has had a heat pump for over 25 years and this was not proper function. The unknown male person indicated that he “goggled” the function of the heat pump and nowhere in his search did it state that the heat pump would turn itself off due to the temperature outside. Being a heating and cooling company, we do know the functionality of the pieces of equipment that we sell service and install. Heat pump units will not use the functionality of the outdoor unit when it is below 25 degrees outside. An appointment was set tentatively to look at the system on that day by my office manager. I received a message about the issue at hand and personally placed a phone call to Ms. [redacted] to explain that the function of the heat pump during the cold temperatures and that since her system was working properly no one would be coming out to the home. We as a company were servicing customers that were completely without heat as it was a low of 8 degrees with a high of 22 degrees. Air Plus has gone above and beyond to rectify the issue at hand with Ms. [redacted] with all that has been done. Air Plus will make contact with Ms. [redacted] to schedule a time to go to her home to verify the unit is working correctly to reach the desired settlement stated by Ms. [redacted].

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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]The business is not recalling the facts accurately.  Missy DID tell me that I had an appointment between 3-4.  She said that since it's a new unit, we will send someone out.  She did NOT tell me that she would speak with the owner before confirming a time.  NOWHERE in that very long and drawn out response do I see an apology for all the times I have called and was told things and the owner Rob failed to call back.  This last instance was just the last straw.  You don't treat people like this and this is a shame.  If I do not get an acknowledgement that I indeed had an appointment and an apology for waiting till 3:25 to tell me no one was coming and with an attitude tell me nothing was wrong with it....then I will only deal with this company for warranty issues as unfortunately I have no choice in that matter.  But other than that I will not support a business that treats me this way!
Regards,
[redacted]