Koolvent Mechanical Services

Review: Company never responded to a letter sent over a month ago. Here is the letter: The unit in question is only 5 years old (new construction). This latest call found two small refrigerant tubes on the evaporator coil with nicks in the copper which finally caused them to split open and leak. When the tech showed me the cracks it looked like they were a result of damage rather than normal wear and tear. The fractures appeared to be a result of being nicked by a sharp tool or maybe the edge of a piece of sheet metal. They were clearly not manufacturing defects since they were fairly recent marks/nicks in the copper. If you check your service records, you’ll see that we had a prior service call to your company on this same unit when the condensate drip pan cracked and was leaking. Your tech did a nice job of replacing the pan but I am now suspecting that the pulling of the coil in and out of the sheet metal case caused the damage that was found on these small tubes. The tubes were all in front (see photos attached) right where the access panel is located and clearly susceptible to being damaged during handling. I’m sure you will agree that these two cracked tubes are too much of a coincidence to be written off as wear and tear or manufacturing defects. As a result I am asking that you to consider some sort of credit/refund in the matter. To be fair, I am not asking for a full refund because I know the tech was not careless and the damage was most likely a result of these tubes being very fragile. It would have been very easy for these tubes to get hit as he was trying to maneuver the coil and piping in & out of the case. On the other hand, I don’t believe I should bear the entire burden in this. My feeling is that if the tubes were properly protected or a second tech assisted in the call then this latest service call would never have happened. I will trust in your judgment to decide what is fair in this sort of situation.Desired Settlement: Looking for company to accept responsibility for inadvertently causing the second service call. I am willing to accept a reasonable credit for damages caused during the first service call.

Business

Response:

I spoke to [redacted] this morning, we went over his concerns, and have issued him a full refund, issued credit today to his Credit Card and Mailed out the paper working showing the credit, Thank you, [redacted], any other questions, please call me at [redacted]

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 is satisfactory to me. Mr. Navarra responded to my complaint within hours and had resolved everything that same day. My thanks to Heritage and [redacted] for their excellent customer service.

Regards,

Review: Heritage put an air conditioning unit in the front of my home in January of this after the sandy storm. I told [redacted] (rep) that I could not afford a survey or flood elevation certificate at this time if he needed that to do the job. He told me he did not and that he would get the permit for the property. I also asked him if the air conditioner had to be moved to the side of the house and told me no. In march I received a letter from the township saying I was refused for the permit that I applied for, I went to the township and told them I have all the permits I applied for, I then found out that [redacted] had just applied for the permit and they told me he was called and never called them back. I called and talked to [redacted] and he said he would take care of the problem. I went there again for schedule an inspection for drywall and was told there was an open file for the air conditioner, I then called heritage again, and was told [redacted] left, and was given [redacted] who took over [redacted]'s customers, [redacted] came and took pictures and told me he would make sure everything was taken of. waited awhile and nothing was done and called back and asked for [redacted] and he left the company, I then was given [redacted], he told me would look into the matter, call back again, left several messages for [redacted] with no response, I talked to his secretary I think her name was [redacted] or [redacted] she said she would him the message. I called a couple of days later and said I still have not heard from him, she said she had not talked to him in weeks, I told her if I did not hear from him by the end of the day I would call a lawyer, still have not heard from him.Desired Settlement: I want the company to put the air conditioner where it should have been put and get the permit that should have been gotten. I bolt the air conditioner to the platform which they also did not do.

Review: I had sent you a complaint about this company on 9-25-2013, Since then The company did do a survey of the property but I have not heard anything else from them. The issue with the company was when I was hit by the sandy storm in 2012, I purchased an air conditioner, and told them if I needed a survey I could not afford that and I would wait to purchase the unit. The original contractor came out and told me I did not need a survey and a permit was issued to this. He lied on both issues. I later received a letter from the county in March of 2013 saying that there was a application summited for a permit and it was denied because there was no flood certification or survey, no sub code for platform it was not put where it wassuppose to be put. Called the office talked to [redacted] who took [redacted] place, he was suppose to make this right, called back a couple weeks later he left and talked to a gentleman named [redacted],he said he would look into it and call me back, he never called me so I called him, he would not take my phone calls and my problem is still not resolved after spending 2775.00 on thisunit that has to be moved and put where it was suppose to be put in the first place. Please help me!!!!!!Desired Settlement: If they are not going to do the job the way it should have been done, I would like reimbursement so I can hire someone else to do it. I have other neighbors who they have done the same thing to. They also did not send my rebate in for the unit so I have lost that money too. (500.00)

Business

Response:

Dear [redacted],

I apologize for the delay in this matter but we are still in the process of getting approvals from the township. We did request the survey which did that a few months and sent to the township with no response. I contacted the town to find out what we were missing and why we didnt hear back from them. We were in need of an additional permit request, we have since sent that to the township and are waiting on a response. We will follow up with them shortly if we do hear back from them.

Sincerely,

Consumer

Response:

Review: [redacted]

I am rejecting this response because: This has been going on for over a year now, the survey was done in October of 2013, it is now March 2014, My first complaint to the Revdex.com was in Sept 2013,

the company responded to you and got the survey, they are now responding to you because I complained again, a representative of the state called them to asked if they installed a air conditioner unit

at my residence after the sandy storm and they would not give them any information concerning this, so I have lost any help from the state to get a contractor to put it where it belongs.

They also never sent in my nj rebate for the air conditioner like they said they would so I have lost that money. I have tried to work with them, [redacted] then [redacted] and finally [redacted] with numerous phone calls,

and being blown off. Am I suppose to believe this company now.

Regards,

Business

Response:

Please be advised that we filed a permit to replace an existing gas furnace and

central air conditioning unit in December of 2012. We installed the condenser January 4, 2013 in

the same location as the previous condenser.

We attempted to get the final inspection and were informed that the

Municipality required a survey which we ordered from [redacted]

[redacted], once we were in receipt of the survey we sent it into the Municipality per

their request. We never heard back from the township and assumed that the matter had been resolved. A few weeks ago we received a call from [redacted]

[redacted], the Zoning Officer, regarding this issue and we returned his call with no response. We just received a call from [redacted] this week and will be meeting with him later in the week to discuss this case.

Please

advise how we should be proceed with this issue

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

They have me confused my next door neighbor at [redacted], I did not get a furnace replaced from them, I only had the air conditioner done.

I have talked to [redacted] from [redacted] code enforcement office and he did call them on several occasion with no response from them. He called

me yesterday and said [redacted] (who I have spoken to on several occasion) called him to make a appointment for this Thursday.

Regards,

Business

Response:

I apologize for the discrepency but it was still held up by the township in both cases. If [redacted] called it was only recently. As I stated in the last message [redacted] will be meeting with [redacted] to discuss both cases this week. We will advise the status once he returns from his meeting. Thank you.