Metro Energy Savers

On 9/2/Metro Energy Savers was sent out to [redacted] to service their air conditioning unit which had stopped working The commercial technician [redacted] made the repairs and installed a new dual run capacitor On our invoices our guarantees are stated there is a day warranty on all parts and labor (see attached invoice signed by the customer) for commercial business Customer called on Sunday 5/15/for emergency service but our commercial technician was not available On Monday 5/16/customer spoke with [redacted] the Parts Manager and he informed the customer that it would be at least weeks before they could get someone to there business and suggested that they might call another company that works on Commercial business

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11533185, and have determined that this does not resolve my dispute I would like to reopen this disputeI am unhappy with MES response for there are errors in it The TRANE tech that came to my house to give a second opinion was referred by a friendHe did not remove the hard start kit from the compressor I never stated that he didI advised that he looked at the system and diagnosed that it was over pressurized which was preventing it from cooling properlyHe removed the freon and my system and it has been working fine since I would like my money back for the faulty work their tech did to my cooling systemI had to call someone else out to look at the system and diagnosed a problem that there tech createdI believe this was done purposely to make the system completely stop working so I would be forced to pay the $they quoted for a completely new cooling systemI do not want another one of their tech coming to my house for I do not trust them Please reopen this dispute in effort to come to a resolution

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11513644, and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below Regards, [redacted]

We spoke with Mrs [redacted] over the weekend and she has received her check

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11533185, and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.Once again MES is putting words in my mouth and misrepresenting our conversationsThey have never offered any type of refund to meI would have been happy to get an invoice and submit to them for a refund for the tech serviceI would also like a refund for the faulty service that their tech renderedI don't know how much that is because the receipt left by their tech does not have a breakdown of how I was charged Regards, [redacted] ***

There are three statements in the message from Metro Energy SaversThe dual run capacitor was not in new condition and it was faultyWe did NOT call them for emergency service on 5/15/Calling another business was NOT politely suggested but rather implied as the only recourse for achieving the appropriate solutionA detailed account is describe below:On 9/2/our air conditioning unit at [redacted] was not reaching cool temperaturesThe air conditioner tech [redacted] from Metro Energy Savers installed a faulty dual run capacitor that only work properly for a couple of monthsUnfortunately in Texas air conditioning units are generally not in great use during the months of September-April due to the cool or cold weatherOn Sunday 5/15/when [redacted] use the air the first time since Metro Energy Savers repaired the unit and noticed that the unit was still not cooling properly we called Metro Energy Savers to see if a tech would be available anytime before Saturday 5/21/(seeing that the church would need the air fixed by the next service held on Sunday 5/22/16) to come and assess the same problem that the tech [redacted] worked on just months beforeWe were first told that a tech would come either the following Monday or TuesdayHowever, the next day on Monday 5/16/we received a call and were told that, " [redacted] was the only commercial Tech OnStaff and that he was booked weeks in advance and that it would be best for us to call someone else to work on the air conditioning unit."

Dear Ms [redacted] ,You stated that Cedar Hill and they said that you were not required to have a locking cap and you didn't authorize them to lock itMetro Energy Savers is required by code enforcement to comply with all codes and laws to pass inspection See attached document from Cedar Hill stating that we are required to that a locking access port caps be installed You spoke with several people yesterday and all of them stated the same thing including [redacted] (Install Manager) and JR (lead technician) and Waymon (on-call Service Manager) and one of our customer service representatives who diligently trying to help you and your husband They all said that Certified Technician should have a universal key to open the cap and that Metro Energy Savers is required to install locking access port caps on your newly installed system per Cedar Hill code enforcement I understand that it was frustrating to speak with so many different people yesterday but they really were trying to help The fix that we came out for in March was a water leak which is not covered under the warranty agreement (see your attached Installation contract) If you have any further questions please feel free to call

I received an email from the sister company for Metro Energy Savers, and I emailed a response back explaining my complaint. In sum I stated that I initially contacted Metro Energy to perform a
seasonal service. While there, Metro Energy said they "found" a repair that needed to be made. I allowed them to make the repair, and I paid Metro Energy for both the seasonal service and the repair. Within - hours of the "repair", my a/c unit stopped working altogether. I then called Metro Energy to send someone back out who informed my husband and I that a fan had been put on backwards and that's what was causing the problem. Obviously, the fan had not been backwards prior to the seasonal service and the initial repair as the unit was working fine. Metro Energy then charged us another $to fix the fan and the problem they created. I have not yet received a response to this email or a refund of my $extra repair fee (I did not ask for a refund of the seasonal service or the intial "repair" fee.), so the dispute is not resolved

Attached is a full detail of what transpired not from just my phone call with Mr*** but the service technicians notes and also the Service Managers notes Please let me know if you need Metro Energy Savers to send anything else or if the customer would like to accept what we are offering
Mr*** has been a long time customer of Metro Energy Savers and we take pride in making sure that our customers come first Respectfully, *** *** Metro Energy Savers In response to the complaint from Mr*** ***:Customer called for service on 5/30/with a No Cool Service CallTech added lbs Refrigerant andinstalled a Hard Start Kit.On 6/8/customer called- stated system is not cooling like he felt it should be, stated it still cools butin the daytime not as goodWe sent the technician out at no charge to check the systemAt this t ime,the technician quoted a new system which would adequately cool the homeSince the financing wasdeclined, customer stated that he would get his mother's information so she could finance the unit.Then, on June 28th' the customer called with a complaint stating that he wanted a refund for the servicethat was performed on 5/31/16, and the call was transferred to me.Mr*** told me about the technician coming out and installing the Hard Start Kit and adding Freonand stated that he had his neighbor or friend who worked for Trane look at the systemHe said thatthat person had taken off the Hard Start Kit and let out the Freon because he felt it didn't need it.Therefore, he wanted his money backI asked him for the invoice for the Trane technician showing thathe had recovered the Freon and removed the part and the charges that Mr*** had incurredHestated that the person wasn't a technician but just an employee at Trane and he didn't charge himanything.I referred the call to our Service Manager who called Mr*** on Monday 6/27/and explained tothe customer the reason for the Hard Start Kit was to make it the start up of the compressor a softerstart and not put so much strain on the compressor during the extreme heat(see attached brochure)Also, the service manager asked him for the invoice where the Trane technician recovered t he Freonsince it is illegal to let Freon out without proper recoveryMr*** advised our service manager thathe didn't have anything from the Trane employee stating any services or charges.Customer wanted a refund for the Freon and the Hard Start Kit, the service manager explained t o himthat if he had called us back, we would have sent a different technician or he would have gone outhimself, out at no charge, because we warranty all parts and labor for one yearHowever, since Mr.*** had allowed someone else take off the Hard Start Kit and let out the Freon t hat he had voided hiswarranty and we would not be able to give him full refundMr*** stated that he was not happy.We appreciate Mr*** as a customer and would like to set up a time to send our service manager ora different technician, at no charge, to check out the system and check the diagnosis and rect ify anymisunderstandings and to assure Mr*** that customer satisfaction is our #priority

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11533185, and find that this resolution is satisfactory to me.
Regards,
*** ***

While I appreciate what Metro Energy Savers has said they have done I would like to keep this matter open until I actually receive the rebate from Lennox scheduled for 6/19/

In response to the above complaint, attached is copy of invoice with detail telephone conversations withthe customer under Description of Services and Work Rendered.9/12/Mr*** called for service and apparently needed new equipmentHe paid $onhis Visa Card for Trane equipment to be
installed at a later dateAfter receiving payment, we placed theorder for the equipment from Trane and set a date for the installation a few days later.MrMe Henry cancelled the install date and continually kept rescheduling itHe kept stating that he waswaiting to see if his wife would qualify for some sort of plan to get a discount, but if she didn't qualify hestill wanted the equipment.*** ***, Install Manager, *** ***, Sales Manager and also *** ***, the Salesman,who sold the system to Mr*** all called Mr*** numerous times requesting a time toschedule the install because the equipment was taking up space in our warehouse and it needed to bemoved out of the warehouse but Mr*** asked us to hold it so we did.February 15, 2016, five (5) months later, Mr*** finally called the office and spoke with ourFinance Manger, *** *** and advised that he was not going to do the install and wanted a refundon his Visa cardDuring the conversation, Mr*** advised Mr*** that there would be arestocking fee of 10% and 4% credit card feeMr*** understood and agreedTherefore, on2/15/16, $was refunded to Mr***'s Visa Card per his agreement.Please note: The equipment was a Special Order from Trane since we do not keep stock in ourwarehouseTherefore, we paid delivery charges to have it delivered to ArlingtonWhen we requesteda return of the equipment, we had to pay restocking fees to Trane since it had been five (5) monthssince it was purchasedWe also had to pay someone to load the equipment and return it back to Trane.We only charged Mr*** the restocking fee and the credit card fee Visa had charged us to keepgood faith with the customer.Now, June 21, 2016, four (4) months later, the customer files this complaint with Revdex.comHopefully, thiswill explain the charges which we feel were justified since we incurred charges for this transaction

I am not concerned with how long your technician worked for the company that is no excuse to take back what you have already saidIf you sent somebody not competent enough to be out here on his own now (according to you) what says you didn't do it for the install as well? You guys did not come out on your own to do any kind of free maintenance checkHowever every time you have been out here I have not been charged due to problems with the system from the beginningEvery single time it's a problem caused by your companyI have every single invoice for these problemsAs far as the leak goes I would also assume it would have been noticed before as wellI also know small leaks get bigger over timeMy AC is an upflow system that sits in a closet in my hall on top of a void in the wall for the return air where the water was leakingIt's very possible the small amounts leaking in the beginning were drying up due to a constant flow of air right through thereEventually the leak is going to get worseI don't pull that vent off and look in there daily, I guess I should startAs for *** thinking that the unit was just installed, that's an outright lieI talked to him about all of the problems I've had with the system and how long I have had itHe is well aware of its historyI don't believe that he ever said thatYou guys never gave me a number to Goodman, the only mention of the company was after you guys ran me around for a month and a half and got an estimate on the floor you didn't like *** told me to call GoodmanWhen you guys say you've been fair in resolving the problem, that is far from the truthWhat you have done is avoided my phone calls, flat out ignored my phone calls, wasted my time with a contractor coming out here to look at my floor for nothing, made excuses and blamed other people for a problem you causedThe bottom line is you guys advertise as a professional company that uses professional techniciansWhen your professional technician tells me that you guys caused the problem that caused the damage to my floor I believe himI don't believe the service manager that comes out here after the problem is fixed and gives an opinion to something he didn't see firsthandThe service manager that I'm sure is going to try and save the company money but also turns out to be the original installer (who is the last person to touch the cracked pipe)That seems to be a conflict of interestIf you guys advertised that you used half trained technicians that are sure what they are doing I would have gone with a different company

Since Mr*** provided Metro Energy Savers with an invoice from another A/C company we will refund 1lbs of Freon $(see invoice attached) and we will also reimburse him for the $that he spent to have another technician come out. We will also extend the offer to come out and remove the Hard Start Kit and reimburse him for that as long as it has not been removed Respectfully, *** *** Marketing Director *** ***
** ***

Upon receipt of this complaint we immediately reached out to the customer via telephone Apologized for the lack of response in following up on their rebate It turned out to be an issue with the rebate ending before the date of the equipment install We had, prior to the complaint
date, filed for a new rebate program and was able to get the customer an additional $for a total rebate amount of $ We have provided the customer with account information showing the date the rebate was filed, approved and an estimated check date of 06/19/ We will follow up with the customer on June 20th to confirm they have received their rebate check They were very kind and accepted our deepest apology

In reference to the above referenced dispute.  Mr. [redacted] has been a valued customer since 2005, therefore, it is not understandable why he is making these derogatory statements.  We appreciate our customers and make every effort to maintain 100% satisfaction.  Customer Satisfaction is our #1 priority.   Our technician did nothing to "purposefully" make his system stop working but- quite the contrary: 1. The hard start kit protects the compressor and system from damage.2. Freon is gauged and added according to the system's requirementsAs stated in our previous response to Mr. [redacted], if he will provide us the invoice from the licensed HVAC company that removed the Freon from his unit, we will be happy to refund the amount charged for the Freon that was removed.  In his original complaint, Mr. [redacted] stated that it was not an A/C technician that had check his system and removed to Freon, but an employee from Trane.  It is very unlikely that the Trane Company would allow their employee's to discharge Freon in the atmosphere or diagnose and perform service repairs for their friends or neighbors since it is Federal Law that Freon must be recovered with a proper recovery unit and logged.  Also if Mr. [redacted] wants a refund for the Hard Start Kit, we will be happy to send one of our technicians out to remove it from his system and at that time a refund of $383.00 will be made accordingly. Respectfully Metro Energy Savers.

On 9/2/15 Metro  Energy Savers was sent out to [redacted] to service their air conditioning unit which had stopped working.  The commercial technician [redacted] made the repairs and installed a new dual run capacitor.  On our invoices our guarantees are stated there is...

a 60 day warranty on all parts and labor (see attached invoice signed by the customer) for commercial business.  Customer called on Sunday 5/15/16 for emergency service but our commercial technician was not available.  On Monday 5/16/16 customer spoke with [redacted] the Parts Manager and he informed the customer that it would be at least 2 weeks before they could get someone to there business and suggested that they might call another company that works on Commercial business.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11533185, and have determined that this does not resolve my dispute.
I would like to reopen this dispute. I am unhappy with MES response for there are errors in it.   The TRANE tech that came to my house to give a second opinion was referred by a friend. He did not remove the hard start kit from the compressor I never stated that he did. I advised that he looked at the system and diagnosed that it was over pressurized which was preventing it from cooling properly. He removed the freon and my system and it has been working fine since.   I would like my money back for the faulty work their tech did to my cooling system. I had to call someone else out to look at the system and diagnosed a problem that there tech created. I believe this was done purposely to make the system completely stop working so I would be forced to pay the $8700 they quoted for a completely new cooling system. I do not want another one of their tech coming to my house for I do not trust them.   Please reopen this dispute in effort to come to a resolution.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11533185, and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.Once again MES is putting words in my mouth and misrepresenting our conversations. They have never offered any type of refund to me. I would have been happy to get an invoice and submit to them for a refund for the tech service. I would also like a refund for the faulty service that their tech rendered. I don't know how much that is because the receipt left by their tech does not have a breakdown of how I was charged.
Regards,
[redacted]

We apologize for the misunderstanding and want to find a
resolution.  Metro Energy Savers did not
create the problem with the failed fan motor because we did not install your
condenser or remove the fan motor at any time as it is not necessary when replacing
the capacitor.  A bad capacitor can cause
the fan motor to run hot and possibly cause the fan motor to fail. 
Metro Energy Savers tried contacting you several times by phone
and by mail regarding payment but never heard from you.  We were unable to find any other phone call
from you except the one where you did make payment.  We received an email from the Revdex.com regarding
your complaint the same day as that phone payment.  Our phone records from that day show that you
did not voice any concern about the service or pricing.  We have no other complaint by phone or in
writing that there was a problem.
 However, because we want to make you happy and as a good faith
resolution, we will discount the motor by giving you $150.00 refund.  If you are agreeable, please let me know and
I will credit the card used for payment. We appreciate your business and want
Metro Energy Savers to continue to be your HVAC service provider.