Official Heating & Cooling

Complaint: [redacted] I am rejecting this response because: T Sincerely, [redacted] Every statement they stated is a lie1) I the original owner have lived in home only years2) I have been calling them since 4/They were informed this furnace has been cleaned by other trusted HVAC organizations4) In purchasing a business they are liable.5) I did pay for the cleaningThe serviceman hung up on me.How could I kick him out6) The fault is in the installationThe drainage is not correct7) I saw another repair truck in our neighborhood last weekThese homes are years old and younger.8) The only way Official would come to my home was if there was a service chargeI am sorry I only deal with quality and just their response is enough to say no good.The money is one thingHowever quality is a greater essenceRUN RUN RUNfron this organization!!!!!Praying that Revdex.com publishes this for everyone to be aware!Thank you

Complaint: [redacted] I am rejecting this response because: T Sincerely, [redacted] Every statement they stated is a lie 1) I the original owner have lived in home only years 2) I have been calling them since 4/ They were informed this furnace has been cleaned by other trusted HVAC organizations 4) In purchasing a business they are liable5) I did pay for the cleaningThe serviceman hung up on meHow could I kick him out 6) The fault is in the installationThe drainage is not correct 7) I saw another repair truck in our neighborhood last week These homes are years old and younger8) The only way Official would come to my home was if there was a service charge I am sorry I only deal with quality and just their response is enough to say no goodThe money is one thingHowever quality is a greater essenceRUN RUN RUN fron this organization!!!!! Praying that Revdex.com publishes this for everyone to be aware! Thank you

For ease, I will use her numerical reference with my responses...Mrs*** # 1) She may very well be the original owner, this was never denied by usMaybe she is saying this because I mentioned "years" ? If this is the case I am stating that because the serial number of her unit shows it was manufactured in 2010. If there is something else I need to clarify with this, let me know as I am not sure why she is discussing thisSorry I cant be more clear, hope this helps.2) She has not been calling us since 04/or we would of serviced her and again, we have zero records from her, no account even created as again, we have never been in contact with herWe service our customers the same day that they call in OR with in days of the caif not an emergencyIf she has been calling since April, why have we not been out?-we simply do not put off calls from customers or we would not be in business.3) Not only were we never informed that she had other companies out to clean the unit but this information she is saying just now opens up a whole new can of wormsFirst, if she had other companies out to clean the unit, we would of asked to see those service tickets, to see what work they have done and we would of questioned why, if cleanings being done, her filter was in bad shapeTo date, I have never seen other companies service tickets as this was never told to us. I would be happy to look at them if she will provide them.4) Liable, all depends and again I will say that our tech stood with her son, after she hung up on him, called in for warranty coverage information anyway as a courtesy, called her back to give her that information and she kicked him out. Again, and as previsouly stated, she never even gave us the oppurtunity to give her all the options.5) She did not pay for the cleaning, her credit card was declined, our technician told her that on the phone and then she yelled at technician to get out of her home. This is easily proved if she can show a receipt, again, we were not paid for the cleaning.6) The fault very well could be in the installation from the PRIOR owners but again, without her cooperation, we could not move forward to find this out.7) Yes, our trucks are in the area quite often actually as we have many loyal and happy customers that we do regular maintenance for thereThe homes were built in and 2010, they have manufactured units in many of them and ownership would have taken place following :)

Initial Business Response /* (1000, 5, 2014/11/11) */
Contact Name and Title: ***, Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@officialhvac.com
Ms*** is a very loyal and long time customer and we appreciate her business so much but there is confusion on her part
She started with Official in with a maintenance contract covering her furnace and a/c only and this continued until October of when she had an installation of a furnace, water heater and humidifier, she kept her maintenance agreement to include only the furnace and a/c unit though we did try to get her to sign for all units, she only choose the twoDuring a visit on 10/23/13, we recommended for her to include the water heater and the humidifier and she choose only the humidifier (this is in print and signed off by the customer on 10/23/ticket) This is where she is confused that she signed for three itemsAll that being said, she has a faulty water heater and we are not charging her for that but for the labor only to replace itWe do not manufacture the water heater and of course it is terrible that this year old unit is leaking but are simply following the manufactures guidelines, the tank is covered but labor warranty from them has expiredThe charge is for labor onlyThis is unfortunate of course and we hate to have an unhappy customer but again, the labor warranty is expired

Mrs*** is not informing you correctly, allow me to explainThis customer called us out to her home for a standard clean and check, never even mentioning a problem with the unit but again, just to have a clean and check done which is standard annual maintenanceShe was quoted and agreed to
an $charge for us to come out and do so also noting that she has never had service with Official in yearsOur technician found a dirty filter in the unit and water around the furnace, all this can lead to a diagnostic for the lack of annual cleanings (as recommended by her manufacture and clearly stated on her invoice that her warranty would only be intact if she did these annual cleanings and all ignored by this homeowner) Our tech also found water leaking from the fresh air intake pipe and that insulation might be needed. Our tech stated to MrsMcNabb, over the phone, since she was not there, that he would give her a quote for the work IF NOT COVERED UNDER WARRANTY and she called him a crook and told him to leave the homeOur tech called the office anyway with Mrs*** son waiting with him at her homeHe gathered warranty information and then the son handed him the phone from his mother and she stated she will go for legal action, never allowing him to give her her warranty information. She refused to pay our bill and again, told technician to leave the home, which he did.1) Mrs*** stated Official installed the unit, we certainly did NOT do soThe old company (sold in 2011) did the actual install but we were happy to service under warranty if deemed a warranty issue, or wuote if chargable work was needed, she did not allow us that opportunity
2) Mrs *** failed to mention that after she kicked the technician out of her home without allowing him to give her the warranty info, that she also refused to pay the bill and then called the office and threatened us....she was speaking softly, I will assume she was at work but I myself took the call from her, its on my caller id, and I called her back stating we did not hear the entire message and again, she did not let our technician explain the process of warranty via the manufacturer3) Mrs*** stated she had been working with us for a year. This is absolutely not true, our first and only experience with this customer was 11/23/15, she has nevercontacted us priorShe also stated this issue has been going on for a year and we must wonder why she has never contacted us4) The customer has never had any annual maintenance done by Official as clearly stated keeps her warranty intactThis would be years of neglect by the homeownerMrs *** was unreasonable not allowing the tech to explain what scenario she was facing with her warranty, calling the office to threaten us and not paying her bill. I have a copy of the service ticket from this call though since they refused payment and kicked us out, it is not signed by the customerWe also have no history of this customer since she never contacted us (as she stated) in any way before

Mrs*** is not informing you correctly, allow me to explainThis customer called us out to her home for a standard clean and check, never even mentioning a problem with the unit but again, just to have a clean and check done which is standard annual maintenanceShe was quoted and agreed to an
$charge for us to come out and do so also noting that she has never had service with Official in yearsOur technician found a dirty filter in the unit and water around the furnace, all this can lead to a diagnostic for the lack of annual cleanings (as recommended by her manufacture and clearly stated on her invoice that her warranty would only be intact if she did these annual cleanings and all ignored by this homeowner) Our tech also found water leaking from the fresh air intake pipe and that insulation might be needed. Our tech stated to MrsMcNabb, over the phone, since she was not there, that he would give her a quote for the work IF NOT COVERED UNDER WARRANTY and she called him a crook and told him to leave the homeOur tech called the office anyway with Mrs*** son waiting with him at her homeHe gathered warranty information and then the son handed him the phone from his mother and she stated she will go for legal action, never allowing him to give her her warranty information. She refused to pay our bill and again, told technician to leave the home, which he did.1) Mrs*** stated Official installed the unit, we certainly did NOT do soThe old company (sold in 2011) did the actual install but we were happy to service under warranty if deemed a warranty issue, or wuote if chargable work was needed, she did not allow us that opportunity2) Mrs *** failed to mention that after she kicked the technician out of her home without allowing him to give her the warranty info, that she also refused to pay the bill and then called the office and threatened us....she was speaking softly, I will assume she was at work but I myself took the call from her, its on my caller id, and I called her back stating we did not hear the entire message and again, she did not let our technician explain the process of warranty via the manufacturer.3) Mrs*** stated she had been working with us for a year. This is absolutely not true, our first and only experience with this customer was 11/23/15, she has nevercontacted us priorShe also stated this issue has been going on for a year and we must wonder why she has never contacted us.4) The customer has never had any annual maintenance done by Official as clearly stated keeps her warranty intactThis would be years of neglect by the homeowner.Mrs *** was unreasonable not allowing the tech to explain what scenario she was facing with her warranty, calling the office to threaten us and not paying her bill. I have a copy of the service ticket from this call though since they refused payment and kicked us out, it is not signed by the customerWe also have no history of this customer since she never contacted us (as she stated) in any way before

Initial Business Response /* (1000, 5, 2014/07/23) */
The customer stated in his complaint(from the 06/17/visit) that we said "the customers will not have more issues"If you read the ticket that the customer signed and received copy of, again, from the 06/17/visit, you can clearly
see that our tech stated "suspect condensing coil leak, have seen lots of ton unit leaks" and "watch for ice build up or loss of airflow which means leak" Our tech was very clear on ticket and in conversation concerning future possible issuesAlso, what this customer is failing to mention is that this call today was past our day warranty yet we still (and our pleasure!) ate the expense of sending a tech back to the call and paying the tech minutes of labor though charging the customer zero dollars (another loss when we explained at first visit that he may have future issues) We also offered to refund his last service call (another possible loss to us) if he choose to purchase a new unitno one was forcing him to do so, as he stated, we just offered it, he choose not to and he then contacted the Revdex.comNo one at Official stated "at least you had air for a month" that is simply not the way we do business
Initial Consumer Rebuttal /* (3000, 7, 2014/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company is simply trying to avoid in any possible way to refund the money if they suspected leak they should of suggested replacing the unit right away instead of making it last just past days, so they can get payedI consulted with other companies and they said that if there is a leak you definitely need new unit
The company never said how long is the warranty on the repair and it's not stated anywhere on the receipt they gave meThey also where to follow up how the unit is working and they failed to do so
Final Business Response /* (4000, 9, 2014/07/25) */
We are certainly not trying to avoid any type of refundDis-satisfied customers are the LAST thing we want and we always go the extra mile to try to resolve issues even when it means a financial loss to our company (the price of doing business sometimes)We DID suspect a leak which is why it is clearly documented "suspect condensing coil leak" on the customers service ticket...it could not be any clearerNo service company or technician can cause a unit to last a certain period of time and any other company that you consulted that said "if you have a leak, you must replace unit" is wrong, and they are trying to avoid collecting less dollars and instead, going straight to selling a new unit, even manufactures will support that....it is like saying to replace a car if a problem occursOur warranties are industry standard and even if it was not mentioned, it does not really have any bearing as we went back free of chargeAs far as following up, this will be a "he said/we said" since the customer was to follow up with us as he lives in the home, he was to contact us if air quality became a concern once again and we clearly stated on the service ticket "watch for ice build up or loss of airflow which means leak" Again, we would happily refund the service ticket in question if he needs a new unit (and this is something that not all companies do) and we were significantly lower in total cost of a new unit than the quote this customer received from another companyI am sorry this customers unit failedIt is years old, uses R-which is no longer available by federal guidelines and again, our quote was significantly lower than others he received

Initial Business Response /* (1000, 5, 2014/11/11) */
Contact Name and Title: ***, Office Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@officialhvac.com
Ms*** is a very loyal and long time customer and we appreciate her business so much but there is confusion on her partShe
started with Official in with a maintenance contract covering her furnace and a/c only and this continued until October of when she had an installation of a furnace, water heater and humidifier, she kept her maintenance agreement to include only the furnace and a/c unit though we did try to get her to sign for all units, she only choose the twoDuring a visit on 10/23/13, we recommended for her to include the water heater and the humidifier and she choose only the humidifier (this is in print and signed off by the customer on 10/23/ticket) This is where she is confused that she signed for three itemsAll that being said, she has a faulty water heater and we are not charging her for that but for the labor only to replace itWe do not manufacture the water heater and of course it is terrible that this year old unit is leaking but are simply following the manufactures guidelines, the tank is covered but labor warranty from them has expiredThe charge is for labor onlyThis is unfortunate of course and we hate to have an unhappy customer but again, the labor warranty is expired

For ease, I will use her numerical reference with my responses...
Mrs. [redacted] # 1) She may very well be the original owner, this was never denied by us. Maybe she is saying this because I mentioned "5 years" ? If this is the case I am stating that because the serial number of her unit shows it was manufactured in 2010.  If there is something else I need to clarify with this, let me know as I am not sure why she is discussing this. Sorry I cant be more clear, hope this helps.
2) She has not been calling us since 04/2015 or we would of serviced her and again, we have zero records from her, no account even created as again, we have never been in contact with her. We service our customers the same day that they call in OR with in days of the call-in if not an emergency. If she has been calling since April, why have we not been out?-we simply do not put off calls from customers or we would not be in business.
3) Not only were we never informed that she had other companies out to clean the unit but this information she is saying just now opens up a whole new can of worms. First, if she had other companies out to clean the unit, we would of asked to see those service tickets, to see what work they have done and we would of questioned why, if cleanings being done, her filter was in bad shape. To date, I have never seen other companies service tickets as this was never told to us.  I would be happy to look at them if she will provide them.
4) Liable, all depends and again I will say that our tech stood with her son, after she hung up on him, called in for warranty coverage information anyway as a courtesy,  called her back to give her that information and she kicked him out.  Again, and as previsouly stated, she never even gave us the oppurtunity to give her all the options.
5) She did not pay for the cleaning, her credit card was declined, our technician told her that on the phone and then she yelled at technician to get out of her home.  This is easily proved if she can show a receipt, again, we were not paid for the cleaning.
6) The fault very well could be in the installation from the PRIOR owners but again, without her cooperation, we could not move forward to find this out.
7) Yes, our trucks are in the area quite often actually as we have many loyal and happy customers that we do regular maintenance for there. The homes were built in 2009 and 2010, they have 2010 manufactured units in many of them and ownership would have taken place following :)

Complaint: [redacted]
I am rejecting this response because:
T
Sincerely,
[redacted]Every statement they stated is a lie. 1) I the original owner have lived in home only 4 years. 2) I have been calling them since 4/2015. 3 They were informed this furnace has been cleaned by other trusted HVAC organizations. 4) In purchasing a business they are liable.5) I did pay for the cleaning. The serviceman hung up on me.How could I kick him out. 6) The fault is in the installation. The drainage is not correct. 7) I saw another repair truck in our neighborhood last week. These homes are 4 years old and younger.8) The only way Official would come to my home was if there was a service charge. I am sorry I only deal with quality and just their response is enough to say no good.The money is one thing. However quality is a greater essence. RUN RUN RUNfron this organization!!!!!Praying that Revdex.com publishes this for everyone to be aware!Thank you

Complaint: [redacted]
I am rejecting this response because:
T
Sincerely,
[redacted]
Every statement they stated is a lie. 
1) I the original owner have lived in home only 4 years. 
2) I have been calling them since 4/2015. 
3 They were informed this furnace has been cleaned by other trusted 
HVAC organizations. 
4) In purchasing a business they are liable.
5) I did pay for the cleaning. The serviceman hung up on me.
How could I kick him out. 
6) The fault is in the installation. The drainage is not correct. 
7) I saw another repair truck in our neighborhood last week. 
These homes are 4 years old and younger.
8) The only way Official would come to my home was if there was a service charge.
 
I am sorry I only deal with quality and just their response is enough to say no good.
The money is one thing. However quality is a greater essence. RUN RUN RUN
fron this organization!!!!!
Praying that Revdex.com publishes this for everyone to be aware!
Thank you