Good Morning, Royal Air did contact American Home Shield to inform them of the diagnosis of Mr [redacted] ' HVAC system, we obtained an authorization to change out the evaporator coil, which AHS will only cover the condemned equipmentMR [redacted] ' concerns were the high electric bills and the lack of air flow through out the homeRoyal Air went over some options with Mr [redacted] , per his request, and he decided to upgrade his system to a higher efficiency, energy star, systemAHS will only cover the evaporator coil, they do not cover any upgrades for other equipment that there is no failure toRoyal Air applied the evaporator coil upgrade to the total cost of the job, we supplied Mr [redacted] with in house coupons for being an Home Warranty customer and we gave him $2,off the total price of the install, this helps with the out of pocket cost to the home ownerMr [redacted] was fully aware of this and signed all necessary paper work to move forward with installing new equipment and materials needed to help with air flow and his electric billHe has year parts, labor, and equipment warranties if anything should happen, Royal Air will take care of issues that arise (if any do) to ensure customer is satisfied.Sincerely, [redacted] **
Responding to [redacted] , our technician said your module is bad another word/phrase meaning valveOur technician simple stated a possible power surge, as [redacted] vendor's we have to report the diagnosis or what could be the reason of failure at the homeOur technicians are [redacted] certified and [redacted] certified, sometimes even the best technicians out there can make simple errors [redacted] contracts state if any client is not satisfied with a diagnosis from a vendor they have the right to ask for a second opinion, if second opinion would of been requested then out of pocket expenses could of been avoidedBy choosing to use an outside vendor/contractor, outside of [redacted] vendors, then this will have to brought to [redacted] for reimbursement because this could of been avoided if second opinion would of been asked forNow referring to the [redacted] complaints, Royal Air services homeowner's a year, not every single homeowner is going to have a good review, we do everything within our power to ensure customer satisfaction and sometimes this is not enoughWe would of been happy to send out another technician to resolve this issue or taken further actions to ensure that the matter was resolved, such as contacting [redacted] to send out second opinion so that [redacted] would not of had to spend any money
Royal Air would like to respond to this complaintWe are Vendor's of *** *** ***, when we scheduled *** ***, we send out our technicians to do diagnosisOnce our technician is complete we then have to call in the diagnosis to *** to report what we found and get authorizations
for repairs, we do not make the decisions, *** determines if repairs are approved or notIn every contract customer's can request a second opinion if they are not satisfied with a diagnosis that any vendor reports to *** *** had every opportunity to request a Second OpinionRoyal Air is extremely sorry she is not satisfied with our company and we would of been happy to have sent out a Field Supervisor to re-evaluate her system*** *** paid her service fee of $(copay) that is required by *** before we even enter the home, there were no other charges to *** ***, if she is wanting a reimbursement then she can contacting *** to reimburse her for the amount, we are not her warranty company and we did not make the decision for her repairsIf she contacts *** and speaks to a supervisor then they will reimburse her for the out of pocket expense that she paid an outside contractorOnce again we apologize to*** *** for being unhappy with our services, if she would of called us or *** we would of been more than happy to send out an supervisor or *** would of sent out a second opinion, which is in her contractIf this would of been the case then might of saved her from spending any out of pocket expenses to an outside contractor.Best Regards,George S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
*** did not reject the repair The technician who claimed to be a supervisor told me that he got a power surge reading on the unit There is not a code for that according to the legitimate repair service I am attaching the copy from the manufacturer's part showing that the technician lied about the power surge error code and the Royal Air invoice showing where he lied about the code Power surges void the warranty He showed up late on Saturday night and intentionally voided the warranty in order to collect more money from me I don't want anyone else getting ripped off by these guys In addition, I found a ton of complaints that they have done this to other people Here is the *** link: ***
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. 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 ***, and find that this resolution would be satisfactory to me They have since rectified the problems.*** ***
Royal Air takes full pride in customer satisfaction and if there is a customer is not satisfied we honor any repairs or installation until the customer is % satisfied.Royal Air went out to Mr*** home intentionally on an AHS (American Home Shield) work orderThe customer's complaint was
that the HVAC was not cooling and the concern was his high electric billsUpon inspection the technician found the evaporator coil was leaking and the system was 15+ years oldIn order to move forward with repairs we have to contact AHS authorizations to inform them of the problem then move forward with authorizationsAHS was covering $of the repairs and the homeowner would have out of pocket expense as wellMr*** wanted other options, *** *** went to homeowner's house to give them other options besides just replacing the evaporator coilRoyal Air has the recorded conversation and signed documents of the approval from homeowner to move forward with installations, also, we have recorded conversation of him giving his mother's information for the financing because he got declinedRoyal Air gave Mr*** a $2,discount from the initial cost and so there out of pocket would not be so much.Royal Air has been out several times to make adjustments to the system, but there is limited space up in the attic and so we have honored going back out with no cost to homeownerHe has a year labor, parts, and equipment warranty which every time we have to go out there is no charge to the Mr***, in which, is part of the agreementWe will do whatever it takes to ensure that the repairs and/or installation is done correctly and the right way. Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,*** never contacted AHSThe first time AHS heard that a new unit was installed was when I called them to complaint about the service that we have been getting from Royal AirAnd that was in October, AHS told use that they have never talked to Royal about an installation in my houseAnd that they would never give permission to have it install one so fast. AHS would have to send out another person beforeAlso there was nothing ever talked or written down about AHS paying $When AHS got in contact in October *** told them that there was only a coughed pipe. And now he telling about the coil full of holes*** never contacted AHS to properly conduct business And I still and so does AHS say that it was not done properly Thank You *** ***
Royal Air spoke to [redacted] on Saturday, [redacted] 13, 2014, he claimed he put this complaint in long ago and that everything with his air conditioning is working. [redacted] stated he will be getting in touch with the Revdex.com to have this complaint dropped.Thank you,[redacted]
Good Morning, Royal Air did contact American Home Shield to inform them of the diagnosis of Mr. [redacted]' HVAC system, we obtained an authorization to change out the evaporator coil, which AHS will only cover the condemned equipment. MR. [redacted]' concerns were the high electric bills and the lack of air flow through out the home. Royal Air went over some options with Mr. [redacted], per his request, and he decided to upgrade his system to a higher efficiency, energy star, system. AHS will only cover the evaporator coil, they do not cover any upgrades for other equipment that there is no failure to. Royal Air applied the evaporator coil upgrade to the total cost of the job, we supplied Mr. [redacted] with in house coupons for being an Home Warranty customer and we gave him $2,000.00 off the total price of the install, this helps with the out of pocket cost to the home owner. Mr. [redacted] was fully aware of this and signed all necessary paper work to move forward with installing new equipment and materials needed to help with air flow and his electric bill. He has 10 year parts, labor, and equipment warranties if anything should happen, Royal Air will take care of issues that arise (if any do) to ensure customer is satisfied.Sincerely,[redacted]
Responding to [redacted], our technician said your module is bad another word/phrase meaning valve. Our technician simple stated a possible power surge, as [redacted] vendor's we have to report the diagnosis or what could be the reason of failure at the home. Our technicians are [redacted] certified and [redacted] certified, sometimes even the best technicians out there can make simple errors. [redacted] contracts state if any client is not satisfied with a diagnosis from a vendor they have the right to ask for a second opinion, if second opinion would of been requested then out of pocket expenses could of been avoided. By choosing to use an outside vendor/contractor, outside of [redacted] vendors, then this will have to brought to [redacted] for reimbursement because this could of been avoided if second opinion would of been asked for. Now referring to the [redacted] complaints, Royal Air services 7000 homeowner's a year, not every single homeowner is going to have a good review, we do everything within our power to ensure customer satisfaction and sometimes this is not enough. We would of been happy to send out another technician to resolve this issue or taken further actions to ensure that the matter was resolved, such as contacting [redacted] to send out second opinion so that [redacted] would not of had to spend any money.
Good Morning, In response to [redacted] complaint, when he contacted Royal Air on Saturday [redacted] 29th, a National Holiday weekend, we at this time did not have anyone available to come out to his home. However, we were able to get a technician to come out on Sunday [redacted] 30th...
to take a look at his air conditioner. We have and will continue to come out to make all necessary repairs with the new system, yes this is a new system and there should not be any issues with a brand new system, we will do whatever it takes to ensure that [redacted] is taken care of. All said paper work has been mailed to him, all warranties, detail invoice, and complimentary preventive maintenance for 2 years. If there is still an issue with his system, [redacted] has not contacted us so we can resolve the issue, we strive in making sure customer is happy and satisfied with us, he has 10 year parts, labor, and equipment warranty which he is not responsible for any cost if we have to return to MAKE certain that his brand new system is working properly. Royal Air will contact [redacted] to get all necessary issues resolved.Thank you,[redacted]
Good Morning, Royal Air did contact American Home Shield to inform them of the diagnosis of Mr [redacted] ' HVAC system, we obtained an authorization to change out the evaporator coil, which AHS will only cover the condemned equipmentMR [redacted] ' concerns were the high electric bills and the lack of air flow through out the homeRoyal Air went over some options with Mr [redacted] , per his request, and he decided to upgrade his system to a higher efficiency, energy star, systemAHS will only cover the evaporator coil, they do not cover any upgrades for other equipment that there is no failure toRoyal Air applied the evaporator coil upgrade to the total cost of the job, we supplied Mr [redacted] with in house coupons for being an Home Warranty customer and we gave him $2,off the total price of the install, this helps with the out of pocket cost to the home ownerMr [redacted] was fully aware of this and signed all necessary paper work to move forward with installing new equipment and materials needed to help with air flow and his electric billHe has year parts, labor, and equipment warranties if anything should happen, Royal Air will take care of issues that arise (if any do) to ensure customer is satisfied.Sincerely, [redacted] **
Responding to [redacted] , our technician said your module is bad another word/phrase meaning valveOur technician simple stated a possible power surge, as [redacted] vendor's we have to report the diagnosis or what could be the reason of failure at the homeOur technicians are [redacted] certified and [redacted] certified, sometimes even the best technicians out there can make simple errors [redacted] contracts state if any client is not satisfied with a diagnosis from a vendor they have the right to ask for a second opinion, if second opinion would of been requested then out of pocket expenses could of been avoidedBy choosing to use an outside vendor/contractor, outside of [redacted] vendors, then this will have to brought to [redacted] for reimbursement because this could of been avoided if second opinion would of been asked forNow referring to the [redacted] complaints, Royal Air services homeowner's a year, not every single homeowner is going to have a good review, we do everything within our power to ensure customer satisfaction and sometimes this is not enoughWe would of been happy to send out another technician to resolve this issue or taken further actions to ensure that the matter was resolved, such as contacting [redacted] to send out second opinion so that [redacted] would not of had to spend any money
Royal Air would like to respond to this complaintWe are Vendor's of *** *** ***, when we scheduled *** ***, we send out our technicians to do diagnosisOnce our technician is complete we then have to call in the diagnosis to *** to report what we found and get authorizations
for repairs, we do not make the decisions, *** determines if repairs are approved or notIn every contract customer's can request a second opinion if they are not satisfied with a diagnosis that any vendor reports to *** *** had every opportunity to request a Second OpinionRoyal Air is extremely sorry she is not satisfied with our company and we would of been happy to have sent out a Field Supervisor to re-evaluate her system*** *** paid her service fee of $(copay) that is required by *** before we even enter the home, there were no other charges to *** ***, if she is wanting a reimbursement then she can contacting *** to reimburse her for the amount, we are not her warranty company and we did not make the decision for her repairsIf she contacts *** and speaks to a supervisor then they will reimburse her for the out of pocket expense that she paid an outside contractorOnce again we apologize to*** *** for being unhappy with our services, if she would of called us or *** we would of been more than happy to send out an supervisor or *** would of sent out a second opinion, which is in her contractIf this would of been the case then might of saved her from spending any out of pocket expenses to an outside contractor.Best Regards,George S***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
*** did not reject the repair The technician who claimed to be a supervisor told me that he got a power surge reading on the unit There is not a code for that according to the legitimate repair service I am attaching the copy from the manufacturer's part showing that the technician lied about the power surge error code and the Royal Air invoice showing where he lied about the code Power surges void the warranty He showed up late on Saturday night and intentionally voided the warranty in order to collect more money from me I don't want anyone else getting ripped off by these guys In addition, I found a ton of complaints that they have done this to other people Here is the *** link: ***
Regards,
*** ***
[A default letter is provided here which indicates your acceptance of the business's response. 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 ***, and find that this resolution would be satisfactory to me They have since rectified the problems.*** ***
Royal Air takes full pride in customer satisfaction and if there is a customer is not satisfied we honor any repairs or installation until the customer is % satisfied.Royal Air went out to Mr*** home intentionally on an AHS (American Home Shield) work orderThe customer's complaint was
that the HVAC was not cooling and the concern was his high electric billsUpon inspection the technician found the evaporator coil was leaking and the system was 15+ years oldIn order to move forward with repairs we have to contact AHS authorizations to inform them of the problem then move forward with authorizationsAHS was covering $of the repairs and the homeowner would have out of pocket expense as wellMr*** wanted other options, *** *** went to homeowner's house to give them other options besides just replacing the evaporator coilRoyal Air has the recorded conversation and signed documents of the approval from homeowner to move forward with installations, also, we have recorded conversation of him giving his mother's information for the financing because he got declinedRoyal Air gave Mr*** a $2,discount from the initial cost and so there out of pocket would not be so much.Royal Air has been out several times to make adjustments to the system, but there is limited space up in the attic and so we have honored going back out with no cost to homeownerHe has a year labor, parts, and equipment warranty which every time we have to go out there is no charge to the Mr***, in which, is part of the agreementWe will do whatever it takes to ensure that the repairs and/or installation is done correctly and the right way. Regards,*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,*** never contacted AHSThe first time AHS heard that a new unit was installed was when I called them to complaint about the service that we have been getting from Royal AirAnd that was in October, AHS told use that they have never talked to Royal about an installation in my houseAnd that they would never give permission to have it install one so fast. AHS would have to send out another person beforeAlso there was nothing ever talked or written down about AHS paying $When AHS got in contact in October *** told them that there was only a coughed pipe. And now he telling about the coil full of holes*** never contacted AHS to properly conduct business And I still and so does AHS say that it was not done properly Thank You *** ***
Royal Air spoke to [redacted] on Saturday, [redacted] 13, 2014, he claimed he put this complaint in long ago and that everything with his air conditioning is working. [redacted] stated he will be getting in touch with the Revdex.com to have this complaint dropped.Thank you,[redacted]
Good Morning, Royal Air did contact American Home Shield to inform them of the diagnosis of Mr. [redacted]' HVAC system, we obtained an authorization to change out the evaporator coil, which AHS will only cover the condemned equipment. MR. [redacted]' concerns were the high electric bills and the lack of air flow through out the home. Royal Air went over some options with Mr. [redacted], per his request, and he decided to upgrade his system to a higher efficiency, energy star, system. AHS will only cover the evaporator coil, they do not cover any upgrades for other equipment that there is no failure to. Royal Air applied the evaporator coil upgrade to the total cost of the job, we supplied Mr. [redacted] with in house coupons for being an Home Warranty customer and we gave him $2,000.00 off the total price of the install, this helps with the out of pocket cost to the home owner. Mr. [redacted] was fully aware of this and signed all necessary paper work to move forward with installing new equipment and materials needed to help with air flow and his electric bill. He has 10 year parts, labor, and equipment warranties if anything should happen, Royal Air will take care of issues that arise (if any do) to ensure customer is satisfied.Sincerely,[redacted]
Responding to [redacted], our technician said your module is bad another word/phrase meaning valve. Our technician simple stated a possible power surge, as [redacted] vendor's we have to report the diagnosis or what could be the reason of failure at the home. Our technicians are [redacted] certified and [redacted] certified, sometimes even the best technicians out there can make simple errors. [redacted] contracts state if any client is not satisfied with a diagnosis from a vendor they have the right to ask for a second opinion, if second opinion would of been requested then out of pocket expenses could of been avoided. By choosing to use an outside vendor/contractor, outside of [redacted] vendors, then this will have to brought to [redacted] for reimbursement because this could of been avoided if second opinion would of been asked for. Now referring to the [redacted] complaints, Royal Air services 7000 homeowner's a year, not every single homeowner is going to have a good review, we do everything within our power to ensure customer satisfaction and sometimes this is not enough. We would of been happy to send out another technician to resolve this issue or taken further actions to ensure that the matter was resolved, such as contacting [redacted] to send out second opinion so that [redacted] would not of had to spend any money.
Good Morning, In response to [redacted] complaint, when he contacted Royal Air on Saturday [redacted] 29th, a National Holiday weekend, we at this time did not have anyone available to come out to his home. However, we were able to get a technician to come out on Sunday [redacted] 30th...
to take a look at his air conditioner. We have and will continue to come out to make all necessary repairs with the new system, yes this is a new system and there should not be any issues with a brand new system, we will do whatever it takes to ensure that [redacted] is taken care of. All said paper work has been mailed to him, all warranties, detail invoice, and complimentary preventive maintenance for 2 years. If there is still an issue with his system, [redacted] has not contacted us so we can resolve the issue, we strive in making sure customer is happy and satisfied with us, he has 10 year parts, labor, and equipment warranty which he is not responsible for any cost if we have to return to MAKE certain that his brand new system is working properly. Royal Air will contact [redacted] to get all necessary issues resolved.Thank you,[redacted]