Moango Studios

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
My name is *** ***, my wife's name is *** ***.In trying to reject a businesse's response this morning which I openedon my phone, your page didn't give me a place to write.So, the Revdex.com asked that I email this to you.My rejection response is as follows:The vulgar language incident occurred when we had a worker from Millerto our house in the Fall of regarding another issue with the minisplit unit which had just been installed, and I quote, ("You're up my***").His face was beet redWe've never had a business use language likethat, and in our home! It was extremely vulgar, offensive, andtotally unprofessional.Now, as far as Miller saying the unit didn't leak refrigerant when hewas here, was because the *** tech had recently put some in itas hefound it to be bone dry.We were told by the *** tech that this should never happen andthey advised we go back to the company that installed it- MillerHeating because it was a "BAD INSTALLATION".The *** tech said "you have a leak somewhere in the line".So, although we didn't really want to call Miller because of thevulgar language used on the earlier visit by his employee, we askedthat the owner *** Miller himself, be the one to come out.MrMiller claims that when he came here there was refrigerant in thesystemThere indeed was refrigerant in the unit because ***put it in a day or so earlier.*** Miller did not do a leak check, just replaced batteries in theremote thinking that was the problem.When we told him another company had added refrigerant he became veryupset, which made us very uncomfortable like we had done somethingwrong.He then shut the system down, and said he would come back thefollowing day to do a leak test.We did write MrMiller an email letting him know that the ***tech felt it was a shoddy installation and that *** would havefixed it themselves for free if they had done the installation...andthat Miller should "ethically being the installer, should do the same.Apparently this upset MrMiller so much that he wrote us anextremely long personal email about why he couldn't come back whichI'm sending Revdex.com.We're not used to a company getting so philosophical about servicing aheater and making it personal and making it all about something wewere doing wrong.We were just trying to get our heat on during a cold, cold winter andhad companies telling us different things.So again we felt Miller is proving to be incompetent by not standingby their work and doing what's right ethically for a client who paid$just years ago.But when Miller wrote the long email saying he couldn't work on hisinstallation we called *** back to fix the problem because itwas winter and we needed heat.*** Miller broke his promise to return and do the leak check.He let us down by not being professional and putting his personalfeelings in front of just doing the work he started.When we moved on and had *** step in to do a thorough leakcheck which I will provide a photo of.Sure enough they found the leak at COUPLINGS which they said wasfrom a BAD INSTALLATION (should never happen if torqued correctly inthe installation).This ended up costing us nearly a thousand dollars, and we were stuckwith the billAll because Miller, in his long email, decided to avoidcoming back to dothe leak check regardless of his personal theories.We think he knew there was a bigger problem existing.That he didn't want to do the ethical thing and fix the unit heinstalled because it would end up costing him money*** saidhe knew it.We as customers feeling "taken" and wanted to notify the Revdex.com in hopesof getting our money back and notifying other consumers to beware oftheir business practices.We think a Professional heating company doesn't walk away from theirwork, and leave you in the cold.Thank you for listening.Sincerely,*** *** and *** ***P.SPlease find photos attached, and we will forward *** Miller'semail letter telling why he refused to come back as promised.Regards,*** ***Mrs***,I apologize that I did not see your first email prior to attempting toscheduling an appointment via email this morning.After reviewing your email and after yesterday’s visit it is clear you havelost faith and or trust in me and or my companyI explained Friday thatthe first due appointment for me personally was not until Tuesday this weekbetween 12-as I arrived on timeThankfully it was not your whole housesystem that was affected.After reviewing your system and replacing the batteries in the hand heldremote I found no error codes and the system was runningI explained toyou at that time if it was an intermittent issue we would return todiagnose the error code.Then after that discussion you said to your husband “should we tell him”and Your husband replied “no” then after you asked more questions anddiscussions about what could be the issue with the system you asked yourhusband again “should we tell him” he again said “no” then finally I asked“ what are you guys not telling me” then you explained you had anothercompany come out to look at the system prior to my arrival.Then both of you explained that they charged you $dollars to tellyou the system had no refrigerant in the systemand apparently thetechnician told you I quote “He then thinks there is a leak in the lineCAUSED by the installation and said we should call you and it should berepaired FREE of charge as it is an installation issue.” The invoice fromthe other company clearly states he added refrigerant to the system.At that time *** (your husband) explained “ I am not sure what he put init, he put something in it to find the leak” I asked “was it refrigerant ornitrogen” you replied “ I am not sure”Typically in my business when youarrive to a system with no refrigerant in it you add Nitrogen to the systemto find the leakNOT REFRIGERANT because refrigerant is to expensive tobe used for leak detection and locating the sourceAt that time I shut thesystem off in fear we have nitrogen mixed with refrigerant in the systemwhich can cause major damageThis is the primary reason withholdinginformation from your service technician and calling multiple companiesbecomes a critical mistake and can possible cause property damage andpersonal injury or costing the homeowner so spend unnecessary money to getyour issue resolved.If the system had been leaking refrigerant from the date of installation itwould have quit working a long time ago not months laterso if* is correct and it is leaking refrigerant the issue of how therefrigerant has escaped the system had to have happened very recently.#Why did you contact another company prior to my arrival?#Why did you insist on withholding that information purposely from me?#You were charged $dollars from another company to tell you to callmeI did not know or advise you to call another company.#My email sent to you on 7/26/clearly states you have a yearparts warranty and year free labor and service on your systemI canprovide that email if you wishThe unit is still within the factory partswarranty however no labor warranty.#You said the technician from the other company said that he “THINKS”the refrigerant line has a leak caused from installation and should berepaired for “FREE”So let’s just be clear here: he “THINKS” which meanshe has no idea where it’s leaking or why!#Yesterday when I left your home you had been very apologetic, sincere,and looked as if you possible could get upset ?? after I confronted youabout the information you had been withholding from me, I reassured you,calmed you down and gave both of you a plan of action of exactly what needsto be done to correct whatever issue was happeningEven after you told meanother company had been out there working on your system and also knowingyou guys had been withholding information from meThen today you aremaking accusations and telling me I should fix it for freeThis is justunreasonable behavior.I have ALWAYS been fair and honest with ALL my customersThe issue here isthat Both of you Mr& Mrs*** have NOT been honest with meYou havewithheld information from me and now accusing me of an installation issuebased a technician that said “ “he thinks”as well as called anothercompany prior to my arrival.We had a small blower motor issue with that system early on after the unitwas installed which was corrected for FREE per our warranty terms via theemail on 7/26/Other than that to my knowledge and records we have hadno issues with the system in months since installationSo with thatsaid it doesn’t make sense why you would call another company prior to myarrival and scheduled a service call.I feel it is best since your labor warranty with me has expired almost 8months ago you should contact *** since you have already paid themto diagnosed the issue and performed service/diagnostic to the system, orcontact another company of your choosing.I am a bit upset that I have to do this however I cannot continue doingbusiness with you because *** has already worked on the system andobviously based on the above events there are some trust issues.I wish both of you the best and I am sorry we had to end our relationshipon these terms.Sincerely,*** Miller*** MillerMiller Heating & Cooling LLCPo Box 66Loveland, Ohio 45140513-677-www.millerheating.net ID *** part 3 Inboxx *** *** 1:PM (minutes ago)to me Dear MsPrescott,This is the email that prompted *** Miller to do his long tiradeemail we sent you, as to why he couldn't repair the heating unit heinstalled for $5,2400.00.Keep in mind we're just trying to get our heat on in bitter cold weather.Thank you,*** *** and *** ***From:* *** *** [mailto:***]*Sent:* Wednesday, March 14, 8:AM*To:* *** Miller *Cc:* ***, *** *Subject:* FUGITSU MINI SPLITHello ***,My husband and I carefully went over the details of the service visit from*** which as you know, cost us $273.00.His recollection is that the tech said The OUTDOOR unit displayed an ERRORCODE"DISCHARGE AIR SENSOR".He said there was ZERO refrigerant in the outdoor unit, then added somerefrigerant to test it.When trying again to start the unit, the indoor error lights came on againnot allowing the unit to function.This is when he stopped working on it.He then thinks there is a leak in the line CAUSED by the installation andsaid we should call you and it should be repaired FREE of charge as it isan installation issue.Thanks,I'm keeping *** *** up to date on all this.*** ***, *** ***Last Update 5/3/2:19:PMLast User Prescott, Lynne ([email protected])5/3=CU text for rejection in emails plus attachments:ID*** part 1 Inboxx *** *** Attachments11:AM (hours ago)
Regards,
*** ***

Hello, First I would like to address the above complaint: I have interviewed my employee to address the possibility of inappropriate language at the customers home which he deniedI have never received any complaints or have I ever had a complaint on this employee in the years he has been
employedI never received a phone call from Mrs*** regarding any issue with the service call we performed at her property on the mini split system (Nosie complaint) @ months after it was installedWhen I (*** Miller) arrived to Mrs***'s home they explained there was an error code that was NOT present at my time of arrivalMrs***'s husband verbally explained the error code to meI looked the error code up via the product trouble shooting guide and it instructed me to replace the batteriesAfter replacing the batteries the unit came on and ranI cannot diagnose something that is functioning correctly at the time of my visitI advised The ***'s to call me back if the error code returns and we would diagnose the issue and repair the unitAt that time Mrs***'s says "I cannot believe that the batteries is the issue"I explained that if the unit is working while I am on the job site there is nothing to diagnose. Then after that discussion Mrs*** said to her husband “should we tell him” and her husband replied “no” then after Mrs*** asked more questions and discussions about what could be the issue with the system she said to her husband again “should we tell him” he again said “no” then finally I asked “ what are you guys not telling me” then they explained they had another company come out to look at the system prior to my arrivalThen both Mrand Mrs*** explained that they had been charged $dollars to be told by the competitor HVAC company the system had no refrigerant in the systemand apparently the technician from the other company told the ***'s I quote “He THINKS there is a leak in the line CAUSED by the installation and said Mrs*** should call Miller Heating and it should be repaired FREE of charge as it is an installation issue.” The invoice from the other company clearly states he added refrigerant to the systemIf they added refrigerant to the system that is exactly why it was working when I got thereAgain not having the knowledge that someone has worked on the system prior to my arrival and the system is working, We cannot fix what is not brokenIf the system had been leaking from the date of installation it would NOT have taken months for the ***'s to notice the system was not working and to be completely out of refrigerantWhen the system gets "LOW" on refrigerant it will not work correctlyIf the refrigerant system leaked out all the refrigerant as you are saying it must have happened all at once not over months which rules out the possibility of an installation issue. I chose to not return to the ***'s property for a few reasonAfter withholding information from me I felt there was a trust issue, as well as after another company has worked on the unit and my labor warranty obligation was expired I chose that it was not in Miller Heating's best interest to return to the property. After talking with the person that referred me to the ***'s he asked if I would please just take care of the issue whatever it isThe gentleman that referred me to the ***'s said he would be present in the home while we investigated/diagnosed the issue the competitor company diagnosed.I reached out to Mrs*** via email and she simply replied "thank you we've moved on"! Mrs*** sent me an email the day after my initial service call as I did agree to come out and investigate the possible issueIn the email eexplained that I should perform this work/repair for free because my competitor company said I shouldI sent her an email reply that was not in a fit of rage however professional and explaining the key points (as I stated above) of why I would not be returning to her homeProviding the above information I do not feel any obligation for a reimbursement or compensation to they ***'s as they chose to contact another company to perform work, if the unit had no refrigerant in the system it would NOT have taken months for the unit to stop working which rules out an installation issue, and our labor warranty obligation had expired