***:August 14,2015I am writing in regards to complaint ID #*** filed by Mr.*** *** on 8/05/Our position on this issue is as follows:Air Masters does not hold the warranty on his AC system.We tried
working with Mr*** and he refused service from us when he hung up on us and never called us back for months.Mr*** has knowledge and understands that any AC company can warranty his AC unit as he spoke with Mr.*** *** who is the *** *** *** ***.Our obligation to Mr.*** is a one year warranty after installation that we fully honoredThis one year warranty is a courtesy of our company as we do not get reimbursed by the manufacturers or distributors of the AC unit.Mr*** installed the unit on September 17,The first time we did any type of service for him after the initial installation was on January 13,We have subsequently serviced his unit times for different reasons until November 21,2014.On November 25,2014,our service manager was trying to schedule with Mr*** when Mr*** abruptly hung up the phone on himWe took this to mean that he did not want to work with us anymore.From what I understand,Mr*** has gone to another AC company after our last conversation with him in November 2014.On July 31,2015,Mr*** calls us up stating that the other AC company says that he should have the company who installed the unit to warranty the part for himBut we explained to him that since he was so dissatisfied with our company,that we weren't going to do business with him anymore and that any company can warranty his unit as long as he has proof of purchase which he does have and if he needs a another copy of it we can supply the proof of purchase to him.His statement in the Revdex.com complaint which states,"Going to another vendor is difficult and costly and I should not have to pay increased amounts of money to have the system repaired because they refuse to honor their obligations under the warranty"is totally untrueIf we fix his unit,he would have to pay us the labor portion to fix his unit and only the parts needed would be covered under the warrantyWe do not get reimbursed for labor to fix warranty issues,so therefore we charge the customers the labor portionSo with this being said,if he were to take his issues to another
company,he would again be charged for labor and only the parts needed would be covered under the warrantySo his claims are invalid and untrueHe would NOT get any labor free from Air Masters if we were to fix his unit.And he has already gone to another company to have them check it out so how difficult that would it really be.He just wants to get it all free and that is not going to happen because the labor is not covered under warranty and I don't think Mr*** understands this,or he does understand it but he is refusing to abide by it and thus decides to make unfounded claims against our company and slandering our good name.As far as we are concerned,we do not oweMr*** anything,nor does he owe us anythingHe is more than welcome to take his business elsewhere and any other company willwarranty his unit the same way we would.Wedo not want to do business with Mr*** as he is rude a nd disrespectful,is trying to get something for free when he isn't entitled to it,a nd he is the one who refused to let us help him further when he hung up on us back in November and went to another company,but now is returning to us and is upset when we refuse to help himThis is not grounds to make a report to the Revdex.comAs a business we can refuse the right to serve whomever we please with good reason and we refuse to serve him because of all his actions which led up to todayWe always try to help every customer but when they are unreasonable like Mr***,we can't do much to make them happyWe can't please everyone.Idonot know how else to rectify this problem.If you need to verify the warranty information,I urge you to call Mr*** *** at ***. If you need to reach me,you may call me at *** or email at ***Regards,Kris
Initial Business Response /* (1000, 5, 2015/06/08) */
In response to this complaint, Ms.*** is one of our clients and from time to time we contact our clients to see if everything is going well with their PlansWe have several different lists that we useI would like to apologize for any
inconveniece you in any wayAfter she talked with me I put her on our DNC list that was on 1/21/I will make sure that we do not contact her againOnce again I do apologize
Complaint: [redacted]I am rejecting this response.
My A/C system was broken on and off (always the same problem - low gas pressure message and system shutdown) for over nine months and despite numerous service calls at a cost of $890.05 for labor, Air Masters could not find the real problem. The last time they worked on the system was 11/21/14 and they said it was finally fixed. It failed the next day again with the same problem. I called Air Masters and told them about the problem and I shouldn't have to pay them again for looking at why it failed when they said it was fixed. Air Masters refused and told me that they wouldn't come unless I paid for the service. They said it was probably low on refrigerant. I didn't believe this. I felt I was throwing good money after bad. They seemed to only care about picking my pocket rather than really fixing the system. I was fed up at this point and hung up the phone. Rather than contacting me to find out what was wrong my system, they chose to just ignore me. Not very good customer service. Maybe they should take some classes on customer relations.
At some point in time during this period, I called several times wanting to talk to the owner about them not being able to fix my system, but the person on the phone always said the owner wasn't there so I left messages for him to call me. He never did. So much for customer service.
After the 11/21/14 date, we left the system broken. We did buy a portable A/C until the system could be fixed. The problem was that I couldn't find anyone that was qualified to work on the system. Technicians have to be certified to work on the [redacted] system, something Air Masters told me. I eventually contacted [redacted] asking if there was anyone other than Air Masters on Oahu who was certified to work on the system. They sent me a short list of potential contractors. Most were commercial only and did not service residential customers. One was not taking on new customers. That left two potentials other than Air Masters. I called one of the two remaining contractors and he came out and found the problem in 30 minutes. He got the unit running but told me that a part has to be replaced. He also said the system was still fully charged and did not require to be recharged. It cost me $167.54 for labor. Unfortunately, this contractor would not perform warranty service (parts cost) because the warranty was with the original contractor who sold me the system. I felt this wasn't correct but they were adamant about not performing warranty work. I contacted the last contractor on the list and they quoted me a cost of over $1000.00 to fix the system , labor and parts (no warranty service).
We are going to sell the house and must have the A/C system fixed before we can put the house on the market. The system is up and down like a yoyo until the defective part can be replaced. We already bought another house and will be moving shortly, so it is rather important to have the A/C system fixed as soon as possible. It is costing me a lot of money to support two houses.
Since the last contractor was rather expensive, I figured I would call Air Masters since they sold me the system and it was still under warranty (parts only). They sold me the system with a 12-year warranty. It would be a lot cheaper since we already know what part to order and it would only take a couple of hours to replace. I shouldn't have to pay a lot of money to another contractor just because Air Masters won't provide warranty service. If I knew they would have this unprofessional attitude, I would have never purchased the system from them. This unprofessionalism is rather contrary to what they advertise on their web site.
Lastly, I resent Air Masters for implying I want it fixed for free, which is ridiculous as I have always known what is and isn't covered under the warranty. I paid $890.05 for labor for warranty service as I stated at the beginning of this letter. I have no idea why they would say this other than trying to discredit me. I also resent the comments that I am rude and disrespectful as there is no basis for this. Whoever is saying this is not being truthful.
Sincerely,[redacted]
I'm writing in regards to complaint #[redacted] filed by Mr. Jason M[redacted] on 10/13/2015. Our response to the complaint is as follows:1. Our estimates are free of charge2. No contract was signed3. No monies exchanged handsYes, we did a free in home estimate for Mr. Jason M[redacted]. The estimate took place...
during our busiesttime of year and this year it was extremely hot. Mr. M[redacted] was under no obligation to wait for ourestimate and could go to any other AC company. It was his choice to wait as long as he did. We arebacklogged with estimates and booked for installations now for 6-7 weeks. It isn't certain that wewouldn't get back to Mr. M[redacted]. I believe we would have eventually gotten to him as we moved downour list.So our stance on this matter is that there was not official business transaction for there to warrant suchcomplaint. I can see his frustration but at the same time we can only do so much when the demand forfor air conditioning is o high at this time. I'm assuming that Mr. M[redacted] did try to contact other ACcompanies and probably got no response from them as well which is probably why he waited solong for us.I do not know what else to say in this matter. I do not know what the point of this complaint really isand what he hopes to achieve from lodging it. However, I do hope that Mr. M[redacted] finds himself a goodAC contractor who will satisfy his needs as we are not the company for him.Regards,Kris L[redacted]
***:August 14,2015I am writing in regards to complaint ID #*** filed by Mr.*** *** on 8/05/Our position on this issue is as follows:Air Masters does not hold the warranty on his AC system.We tried
working with Mr*** and he refused service from us when he hung up on us and never called us back for months.Mr*** has knowledge and understands that any AC company can warranty his AC unit as he spoke with Mr.*** *** who is the *** *** *** ***.Our obligation to Mr.*** is a one year warranty after installation that we fully honoredThis one year warranty is a courtesy of our company as we do not get reimbursed by the manufacturers or distributors of the AC unit.Mr*** installed the unit on September 17,The first time we did any type of service for him after the initial installation was on January 13,We have subsequently serviced his unit times for different reasons until November 21,2014.On November 25,2014,our service manager was trying to schedule with Mr*** when Mr*** abruptly hung up the phone on himWe took this to mean that he did not want to work with us anymore.From what I understand,Mr*** has gone to another AC company after our last conversation with him in November 2014.On July 31,2015,Mr*** calls us up stating that the other AC company says that he should have the company who installed the unit to warranty the part for himBut we explained to him that since he was so dissatisfied with our company,that we weren't going to do business with him anymore and that any company can warranty his unit as long as he has proof of purchase which he does have and if he needs a another copy of it we can supply the proof of purchase to him.His statement in the Revdex.com complaint which states,"Going to another vendor is difficult and costly and I should not have to pay increased amounts of money to have the system repaired because they refuse to honor their obligations under the warranty"is totally untrueIf we fix his unit,he would have to pay us the labor portion to fix his unit and only the parts needed would be covered under the warrantyWe do not get reimbursed for labor to fix warranty issues,so therefore we charge the customers the labor portionSo with this being said,if he were to take his issues to another
company,he would again be charged for labor and only the parts needed would be covered under the warrantySo his claims are invalid and untrueHe would NOT get any labor free from Air Masters if we were to fix his unit.And he has already gone to another company to have them check it out so how difficult that would it really be.He just wants to get it all free and that is not going to happen because the labor is not covered under warranty and I don't think Mr*** understands this,or he does understand it but he is refusing to abide by it and thus decides to make unfounded claims against our company and slandering our good name.As far as we are concerned,we do not oweMr*** anything,nor does he owe us anythingHe is more than welcome to take his business elsewhere and any other company willwarranty his unit the same way we would.Wedo not want to do business with Mr*** as he is rude a nd disrespectful,is trying to get something for free when he isn't entitled to it,a nd he is the one who refused to let us help him further when he hung up on us back in November and went to another company,but now is returning to us and is upset when we refuse to help himThis is not grounds to make a report to the Revdex.comAs a business we can refuse the right to serve whomever we please with good reason and we refuse to serve him because of all his actions which led up to todayWe always try to help every customer but when they are unreasonable like Mr***,we can't do much to make them happyWe can't please everyone.Idonot know how else to rectify this problem.If you need to verify the warranty information,I urge you to call Mr*** *** at ***. If you need to reach me,you may call me at *** or email at ***Regards,Kris
Initial Business Response /* (1000, 5, 2015/06/08) */
In response to this complaint, Ms.*** is one of our clients and from time to time we contact our clients to see if everything is going well with their PlansWe have several different lists that we useI would like to apologize for any
inconveniece you in any wayAfter she talked with me I put her on our DNC list that was on 1/21/I will make sure that we do not contact her againOnce again I do apologize
Complaint: [redacted]I am rejecting this response.
My A/C system was broken on and off (always the same problem - low gas pressure message and system shutdown) for over nine months and despite numerous service calls at a cost of $890.05 for labor, Air Masters could not find the real problem. The last time they worked on the system was 11/21/14 and they said it was finally fixed. It failed the next day again with the same problem. I called Air Masters and told them about the problem and I shouldn't have to pay them again for looking at why it failed when they said it was fixed. Air Masters refused and told me that they wouldn't come unless I paid for the service. They said it was probably low on refrigerant. I didn't believe this. I felt I was throwing good money after bad. They seemed to only care about picking my pocket rather than really fixing the system. I was fed up at this point and hung up the phone. Rather than contacting me to find out what was wrong my system, they chose to just ignore me. Not very good customer service. Maybe they should take some classes on customer relations.
At some point in time during this period, I called several times wanting to talk to the owner about them not being able to fix my system, but the person on the phone always said the owner wasn't there so I left messages for him to call me. He never did. So much for customer service.
After the 11/21/14 date, we left the system broken. We did buy a portable A/C until the system could be fixed. The problem was that I couldn't find anyone that was qualified to work on the system. Technicians have to be certified to work on the [redacted] system, something Air Masters told me. I eventually contacted [redacted] asking if there was anyone other than Air Masters on Oahu who was certified to work on the system. They sent me a short list of potential contractors. Most were commercial only and did not service residential customers. One was not taking on new customers. That left two potentials other than Air Masters. I called one of the two remaining contractors and he came out and found the problem in 30 minutes. He got the unit running but told me that a part has to be replaced. He also said the system was still fully charged and did not require to be recharged. It cost me $167.54 for labor. Unfortunately, this contractor would not perform warranty service (parts cost) because the warranty was with the original contractor who sold me the system. I felt this wasn't correct but they were adamant about not performing warranty work. I contacted the last contractor on the list and they quoted me a cost of over $1000.00 to fix the system , labor and parts (no warranty service).
We are going to sell the house and must have the A/C system fixed before we can put the house on the market. The system is up and down like a yoyo until the defective part can be replaced. We already bought another house and will be moving shortly, so it is rather important to have the A/C system fixed as soon as possible. It is costing me a lot of money to support two houses.
Since the last contractor was rather expensive, I figured I would call Air Masters since they sold me the system and it was still under warranty (parts only). They sold me the system with a 12-year warranty. It would be a lot cheaper since we already know what part to order and it would only take a couple of hours to replace. I shouldn't have to pay a lot of money to another contractor just because Air Masters won't provide warranty service. If I knew they would have this unprofessional attitude, I would have never purchased the system from them. This unprofessionalism is rather contrary to what they advertise on their web site.
Lastly, I resent Air Masters for implying I want it fixed for free, which is ridiculous as I have always known what is and isn't covered under the warranty. I paid $890.05 for labor for warranty service as I stated at the beginning of this letter. I have no idea why they would say this other than trying to discredit me. I also resent the comments that I am rude and disrespectful as there is no basis for this. Whoever is saying this is not being truthful.
Sincerely,[redacted]
I'm writing in regards to complaint #[redacted] filed by Mr. Jason M[redacted] on 10/13/2015. Our response to the complaint is as follows:1. Our estimates are free of charge2. No contract was signed3. No monies exchanged handsYes, we did a free in home estimate for Mr. Jason M[redacted]. The estimate took place...
during our busiesttime of year and this year it was extremely hot. Mr. M[redacted] was under no obligation to wait for ourestimate and could go to any other AC company. It was his choice to wait as long as he did. We arebacklogged with estimates and booked for installations now for 6-7 weeks. It isn't certain that wewouldn't get back to Mr. M[redacted]. I believe we would have eventually gotten to him as we moved downour list.So our stance on this matter is that there was not official business transaction for there to warrant suchcomplaint. I can see his frustration but at the same time we can only do so much when the demand forfor air conditioning is o high at this time. I'm assuming that Mr. M[redacted] did try to contact other ACcompanies and probably got no response from them as well which is probably why he waited solong for us.I do not know what else to say in this matter. I do not know what the point of this complaint really isand what he hopes to achieve from lodging it. However, I do hope that Mr. M[redacted] finds himself a goodAC contractor who will satisfy his needs as we are not the company for him.Regards,Kris L[redacted]