"Now" Heating & Air

[A default letter is provided here which indicates your acceptance of MediationIf you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the consumer in reference to complaint ID [redacted] , and find that Mediation is necessary Thank you

Initial Business Response /* (1000, 5, 2015/07/01) */
*** ***,
I am very sorry to hear that you're not satisfied with our services, I have looked into your service appointment and it appeared to be emergency service on Sunday,
1st unit we looked at required a pump assembly, and was quoted
$for the quality pump, labor and set upAt which you DECLINED the repair
2nd unit, this unit after examining it, was very dirty and plugged with debris, and was operating at low pressuresThe technician advised and noted on your work ticket, that the unit must be serviced before we can add any refrigerant, I see you had been giving an itemized quote to do the work, which included an estimated 3lbsof refrigerant, cleanings and LaborWhich you signed that you declined the repair due to cost
You were charged 99.00, which you approved prior to us coming out, which was only the fee's for coming out and evaluating system, we did not perform any repairs though, only diagnosed and estimate your repairI have included a duplicate copy of your signed invoice showing the notes and estimate to your satisfactionIf you have any questions, please call me directly, if for any reason I am busy or not in the office, please leave me a voice message, or call me on my cell which is also on my voice mail message
Yours Truly
*** ***
Initial Consumer Rebuttal /* (3000, 7, 2015/07/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I did NOT have an emergencyIt was simply a weekend callHe's doing a play on words but it was NOT an emergencyHe must be calling it that vs his week day hrs of 8-but it was NOT an emergencySecondly, we scheduled it at 9a and if it were an emergency then why was his technician 20mins for our scheduled appt that I was paying for a weekend or after hrs rateThirdly, notice the owner doesn't mention that his technician offered to use superglue to fix the crack pumpYes, more than one person heard him say thatWould that cause anyone to be suspicious on their quality of work
For the 2nd unit, I was quoted cleaning it for 129$ and the tenet heard him say that, then he said he would need to put rfor $or $totalThe tech came back and mentioned to do everything it would be just under $How'd we go from $129, to to $
Here's my last issue - all this took place over a week and a half ago and to this date the owner has failed to contact me which totally shows the type of business he runsThe most important issue is his fraudulent marketing techniques which seems like the bait and switch that car dealerships useHe has failed to explain to me what "you are 100% satisfied or you don't pay"Really??? Could someone PLEASE explain to me what I'm missing in his fraudulent advertisingI've asked friends and they all think that's pretty cut and dryI've contacted *** *** where the advertising is marketed and I asked them the same and they said "yes, I'm looking at the ad and it says that and to me that means if you're not 100% happy you don't pay anything"I was advised they are planning on taking it to their management to have that extracted out of his advertising or changedBut again someone please help me understand what that quote means??
The owner is failing

Dear *** ***,was reviewed, it indicates you were attempting to repair the unit yourself, and we reassembled, and replaced capacitor, and added a secondary capacitor to help start the motors (Hard Start)Which the Booster capacitor is merely a bandage, as it is the motor that has the real
issue, but by changing and adding capacitors is only temporary, as was noted on your work order.[Design to help start, hard to start compressors, additional work may be required.] work ticket indicates the notes of the previous capacitor, as well as the underlying issues;Burned and pitted contactor (Cause likely from bad motors).Capacitors (Also likely from motor)Fan motor, and oil leakage from motor.Fan Blade replacement (standard with motor replacement).Condenser coil servicing needed.Also indicated the technician Mega-Ohm the Compressor, and it indicated it was also questionable. Above are the reason we gave the recommendation to meet with a supervisor to go over your options, this was scheduled for June 21st, but was cancelled, and rough options were given over the phone per *** ***r's request. We stand behind all our diagnosis, and would at no charge come back and go over them with any technician, if our technician is incorrect on his diagnosis, we would refund you our service charge and diagnostic fees of any kindParts are guaranteed also if installed by us, but the underlining issue though must be addressed as you will continue to keep replacing parts

[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the consumer in reference to complaint ID .[redacted], and find that Mediation is necessary.
Thank you.

[A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .[redacted], , and find that Mediation is necessary.
Regards,
[redacted]

Hello [redacted], Sorry to hear of your dissatisfaction, and we take it very serious. I had looked at your records and see you had a bad Add-A-Wire device, which only had a 1 year guarantee, and it has been a year 1 ½ when installed, it was July 2015. The device is due to a problem with your...

thermostat wiring built into your walls, and nothing that we installed. Your technician recommended a wireless thermostat since the device was no longer under warranty, and this is what you approved, please see attached invoice with your approval and signatures as well as the pre-authorization to due the work, but if you wish to not have the new control, please call me directly, and we can see what other options we have. As for your odors, We can send our duct specialist to look at your home, and determine were the odors may be originating from.

Hello [redacted], I am sorry to hear about the time it has taken to get your rebates. I will personally continue to help you with the process. As you know Xcel Energy is a another entity other than Now Heating & Air, but we will continue to contact them on your behalf.Our office contacted...

them 10/21/2016 again on your behalf, they stated they they have your submittal for the rebate, as they told us back 9/6/2016, and we also resubmitted on 9/06/2016, They seem to be back logged from talking to them, but they said they would expedite yours after we mentioned the time you have been waiting. There a bit off on there estimated time, but out of the thousands we have submitted, my customers always receive them. but we will continue to contact them on your behalf.Our Team strives to be the best and will work hard to help you receive your rebates, and will continue until you receive them.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
It's a real shame that this had to be escalated to you to complete the task.
Sincerely,
[redacted]