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Olgas Express

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Olgas Express Reviews (1)

Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: [redacted], Owner
Contact Phone: [redacted]
Contact Email: [redacted]@hvacsolutionsokc.com
Ms. [redacted],
First let me respond by saying that yes, you are correct that we had agreed to hold your check until Thursday,...

today, the 21st and by complete error on my personal part, I deposited that check in a batch. I immediately called the bank and they were attempting to reverse it, however if you show your NSF fee for that one check I am happy to reimburse you that fee, with my sincerest apologies.
Now, let's address the service issues as stated in your complaint for a resolution.
First, On 1/5 in the afternoon [redacted] did arrive and found the unit functioning correct at the time of his arrival, however while searching for the burning smell you had called about he noticed that the Blower Cap was reading out of specs, which could cause the blower motor to over amp and cause a burning smell. To prevent this from reoccurring, he advised you he could replace the cap and you agreed to that service. The unit was still operating correctly when he left. We are a paperless company and for that reason, as well as your previous visits from us, we do not have a paper invoice to give to you, however those do come to your email from our Software and with all computers sometimes they send them to spam or they get rejected altogether. At any point that is needed, we are happy to email again, mail or fax a printed copy.
On the same date 1/5, we did receive the call that your unit was not working. [redacted] responded and arrived to find the problem. On this visit, he noticed a wire not making a good connection, made the repair to the wire and unit was working properly at that time, and no charge was associated.
On 1/16, a Saturday [redacted] our on call tech received a call from you asking for him to return to your home as the heat was not working and requested a free service call. [redacted] called myself and I approved him returning free of charge. Upon arrival [redacted] found your blower motor has gone out, which mostly likely was the contributing factor to the blower motor cap being out of specs. [redacted] went over your options with you regarding pricing. With parts such as a blower motor, often times we can get what is called a after market replacement, or universal fit part, although not always and in those cases must go with a Factory created, OEM motor. [redacted] advised you based on your financial needs he would try to find and install the cheaper of the two, the after market motor. You advised [redacted] that is what you wanted as well. He did the estimate for you and you approved this estimate with me via email on Sunday. I replied in that email that we would indeed hold your check until Thursday but we would have [redacted] locate a motor and call you Monday morning to install for your heater to work properly. You agreed to that timing.
On Monday, [redacted] went to the parts house and purchased a motor that both he and the parts house sales reps thought would work for your unit. However, after installing this after market motor, [redacted] took amp draws to ensure the motor was running properly and found that it was pulling three times the amps allowed for the motor. [redacted] then took the time to call the manufacture to find out what might be the cause and was told by tech support that your unit must have a OEM or factory made motor. [redacted] advised you of this and what the difference in price would be, which was $100. You communicated that you felt that we should not charge you more or you wanted a refund on the blower cap that was installed on the 5th by [redacted] in order to keep your pricing the same.
[redacted] called [redacted] and relayed your concerns, and which time [redacted] compromised on the additional blower motor costs to reduce the increase to only $50 instead of $100. We were not making any profit on the increase, it was the actual increase of the part from the supplier to us.
After being on your job for some several hours, in addition to the service call on the weekend for no charge, as well as the return visit on the 5th by [redacted] with wire repair for no charge, coupled with the fact that we did our very best to accommodate all your financial restrictions and the required part not being within our control, we feel the charges of $400 are fair.
Again, I sincerely apologize for the failure to hold your check as promised and again I am happy to refund you a NSF fee that you provide me a receipt for, however we feel our services and technicians are honest and we have gone above and beyond to accommodate your financial needs, including the willingness to hold the check and complete the job.
I would like to address that at no time did I have two technicians on your job, [redacted] has not been to your house. If there was any other technician from my company at your location it would have been one that was picking up a part to service another customer from [redacted]'s van.
We are a transparent company with excellent reviews throughout the internet and with our community. A simple phone call or email would have resolved this issue in the same manner.
Thank you for your time,
[redacted], Owner
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact that this was the second time that HVAC Solutions of Edmond, OK did not keep their promise of not depositing my check as agreed upon for 01/21/16. The first time, was on 01/05/16, when I asked to write a pre-dated check for 01/06/16 (1-day later of the 01/05/16 service call) and instead the check for $183.00 was deposited on the same day of 01/05/16 and now the second time with $400.00 deposited on Tuesday, 01/19/16 instead of Thursday, 01/21/16 along with me not receiving a copy of the first invoice until 8-days later on 01/13/16 after I contacted HVAC again for the 3rd time in 2 weeks. I would have never received an invoice from your company from the 01/05/16 service call because when I asked [redacted] for a copy he told me that the office would send out the invoice and on 01/18/16, I received a copy of the invoice via e-mail on the same day of the 5th service call of 01/18/16 along with having to sign a promise note on 01/18/16 to pay the $400.00 in which I did not have to do previously on 01/05/16. Can you explain to me why it took 8-days for me to receive an e-mail invoice for $183.00 after I contacted HVAC on 01/13/16 from a service call from 01/05/16 compared to me receiving an e-mail invoice for the 5th service call on the same day of 01/18/16? Can you also explain to me why I was not required to sign a promise note on 01/05/16 for $183.00 and then was required to sign a promise note on 01/18/16 for $400.00? If you realized that you made a mistake of not holding my check as promised until 01/21/16 - why did you not contact the customer/consumer and admit the mistake of not holding my check as promised? You state that your company is transparent and I totally disagree with that statement based on your very poor customer service, bait and switch practices, negligent service (5 service calls within 2 weeks), broken promises and the fact that you would not contact the customer, when you realized that you made a mistake. I feel very unfortunate that I contacted your company, based on the contract work you perform for OG&E. I am refusing your offer to credit for NSF fees only because a company that does not stand by their word gives me no confidence that you will follow through this time.
Final Business Response /* (4000, 9, 2016/01/22) */
[redacted],
I am sorry to hear that you are not willing to accept our offer, however we had no such agreement on the check dated on the 1/5 date and because of that we cannot take responsibility for your fees that might have been incurred for not having sufficient funds. Clearly, we are willing to work with customers as we did with you on the last service.
Our offer stands and is final, we are happy to send you a check for the NSF if you will kindly provide us a copy of the charge for the check dated for the $400. After that we feel this matter is resolved on our side,
We wish you all the best,
[redacted], Owner
Final Consumer Response /* (4200, 11, 2016/01/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I had asked [redacted] (First Technician) on 01/05/16 if I could write a pre-dated check for 01/06/16 (next day) and he stated that would be fine, because I get paid on 01/06/16. The proof is the copy of both checks that were pre-dated for 01/06/16 and 01/21/16. 5 Service Calls within 2 weeks because the problem was not resolved on 01/05/16, after the same technician ([redacted]) made 2 service calls on 01/05/16; 01/16/16 (3rd service call by [redacted]), after 11 days from the initial service call on 01/05/16 and I had no heat in my home again and finally on 01/18/16 (4th and 5th service call with [redacted]) to uninstall the off-market motor he had installed earlier in the day on 01/18/16 with a written estimate of $350.00 and then informed me that I actually needed a better motor that would cost me $450.00. Broken promises (written and verbal agreements, bait & switch practices (written estimate), negligent services (5 Service Calls within 2 weeks) and very poor customer service is the reason that I will not accept your final offer.

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