Ms [redacted] , I am not trying to argue with you, I am stating the situationI can not help the waranty companies decisionWe did not come back out because of information we received from your side when we were informed that the sales rep told you they were going to replace the outside unit and the home warranty company who said they weren't replacing anythingI can not stress this enough, we are under contract with the home warranty company and have to follow their rulesThey said it was denied, that ends it for usWe are sorry that you feel we are responsible for thisHopefully the other company has solved your issues, but we stand by the fact that your system will not operate at proper efficiency due to the coils being smashed together and dirt being packed inbetweenYour money was refunded yesterday, August 10thPlease see the attached confirmation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response belowI wont accept there response until I receive a full refundI have attached document of the ACTUAL date [redacted] came out since they are yet again lieing about thatMy a/c motor is in my half bathroom which is what went out and froze my unitYes of course they tried to get me to buy a new $5,unit becuase mine was old, however they never looked at what was wrong orginally because they were being completely lazyThank you for going in my attic but the a/c motor that was out was in my downstairs half bathroomIm a Realtor, if they feel just in their services that is fineIt is there business to run how they choose toPlease refund my moneyMy home warranty company contacted another HVAC that came out and fixed it and not once did that company try to upsell me on anything, they simply fixed the issue and my home warranty gladly paid for itWhat makes me even more upset and sad is that my home warranty company issued them to come back out two days later (see attachment on that too) and they (Optimum Air) failed to make there appointment after I even confirmed with them via text that they needed to come back out per my home warranty companyI wanted them to come out because I wanted to be there because the girl that was there the first time they went out said they didnt check the inside unitSo that was also to me a red flag for meI knew they were trying to bully me into buying something not needed and I wanted to be there the second time to 'insure' a full inspection of my HVACIm a Realtor, so I deal with HVAC systems allotPlease see the attached text from the technician.Also, that is correct I had MAJOR surgery August 2nd and was bed riden for days which has made this very stressful because I've been bounced from hotel to hotel because of this A/C issueIm still trying to recover and this is just adding to my stressA simple refund and appology from Optimum would have been nice instead they want to lie and argueJust sad Regards, [redacted]
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.
Regards,
[redacted]
We actually went to Ms. [redacted]s house on the 1st. She is claiming we refused to go inside and check, but Ms. [redacted] was not even in the home, she was out having surgery. The technician did in fact check to make sure the blower was on, she has a scuttle hole in her closet to access the inside portion...
of the system. At the time of our visit the motor was operational. When Ms. [redacted] called in the next day, she herself stated that it had been cooling fine, but at some point during the night it stopped. If the motor had been out when we were there, it never would have cooled down.This whole entire complaint, as I have stated before, is not a complaint between us and Ms. [redacted]. When we sent in pictures of the condensing coil, the home warranty company denied her claim because the condition of the coil is not due to normal wear and tear. That was their decision, not ours. Then she informed us that the sales rep told her they were replacing the condensing unit, we called to let them know where they could find an R22 unit and they said they weren't ordering anything because the claim was denied. There was no point in us going back out a second time if they were supposed to be replacing the condensing unit, nor if they were denying the claim. Either way, there was nothing we could do at that point. We operated in good faith, based on information we received from the home warranty company and Ms. [redacted] herself. As far as Ms. [redacted] stating we are just trying to rip her off for $5500 that is also incorrect. I encourage Ms. [redacted] to do some research and find out about the R22 phase out. All customers that have units that are operating with R22 (especially ones that were manufactured in 1998, such as hers was) are given quotes and encouraged to upgrade for the simple reason it is a huge disservice to the customer NOT to. There will no longer be parts available for these units. The refrigerant costs for the units has gone up 300%. Continuing to bandaid a system does not make much sense when it will only become a bigger expense as the next couple of years go on. Contrary to homeowners that have a home warranty's beliefs, the home warranty will not replace their entire system when the time comes. They will do what they need to to replace the part that failed. I will refund Ms. [redacted] her $35. I don't know what the rest of the money she is disputing is, but that is all I will be giving her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below. I wont accept there response until I receive a full refund. I have attached document of the ACTUAL date [redacted] came out since they are yet again lieing about that. My a/c motor is in my half bathroom which is what went out and froze my unit. Yes of course they tried to get me to buy a new $5,500 unit becuase mine was old, however they never looked at what was wrong orginally because they were being completely lazy. Thank you for going in my attic but the a/c motor that was out was in my downstairs half bathroom. Im a Realtor, if they feel just in their services that is fine. It is there business to run how they choose to. Please refund my money. My home warranty company contacted another HVAC that came out and fixed it and not once did that company try to upsell me on anything, they simply fixed the issue and my home warranty gladly paid for it. What makes me even more upset and sad is that my home warranty company issued them to come back out two days later (see attachment on that too) and they (Optimum Air) failed to make there appointment after I even confirmed with them via text that they needed to come back out per my home warranty company. I wanted them to come out because I wanted to be there because the girl that was there the first time they went out said they didnt check the inside unit. So that was also to me a red flag for me. I knew they were trying to bully me into buying something not needed and I wanted to be there the second time to 'insure' a full inspection of my HVAC. Im a Realtor, so I deal with HVAC systems allot. Please see the attached text from the technician.Also, that is correct I had MAJOR surgery August 2nd and was bed riden for 10 days which has made this very stressful because I've been bounced from hotel to hotel because of this A/C issue. Im still trying to recover and this is just adding to my stress. A simple refund and appology from Optimum would have been nice instead they want to lie and argue. Just sad.
Regards,
[redacted]
Ms. [redacted], I am not trying to argue with you, I am stating the situation. I can not help the waranty companies decision. We did not come back out because of information we received from your side when we were informed that the sales rep told you they were going to replace the outside unit and the home warranty company who said they weren't replacing anything. I can not stress this enough, we are under contract with the home warranty company and have to follow their rules. They said it was denied, that ends it for us. We are sorry that you feel we are responsible for this. Hopefully the other company has solved your issues, but we stand by the fact that your system will not operate at proper efficiency due to the coils being smashed together and dirt being packed inbetween. Your money was refunded yesterday, August 10th. Please see the attached confirmation.
Ms [redacted] , I am not trying to argue with you, I am stating the situationI can not help the waranty companies decisionWe did not come back out because of information we received from your side when we were informed that the sales rep told you they were going to replace the outside unit and the home warranty company who said they weren't replacing anythingI can not stress this enough, we are under contract with the home warranty company and have to follow their rulesThey said it was denied, that ends it for usWe are sorry that you feel we are responsible for thisHopefully the other company has solved your issues, but we stand by the fact that your system will not operate at proper efficiency due to the coils being smashed together and dirt being packed inbetweenYour money was refunded yesterday, August 10thPlease see the attached confirmation
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response belowI wont accept there response until I receive a full refundI have attached document of the ACTUAL date [redacted] came out since they are yet again lieing about thatMy a/c motor is in my half bathroom which is what went out and froze my unitYes of course they tried to get me to buy a new $5,unit becuase mine was old, however they never looked at what was wrong orginally because they were being completely lazyThank you for going in my attic but the a/c motor that was out was in my downstairs half bathroomIm a Realtor, if they feel just in their services that is fineIt is there business to run how they choose toPlease refund my moneyMy home warranty company contacted another HVAC that came out and fixed it and not once did that company try to upsell me on anything, they simply fixed the issue and my home warranty gladly paid for itWhat makes me even more upset and sad is that my home warranty company issued them to come back out two days later (see attachment on that too) and they (Optimum Air) failed to make there appointment after I even confirmed with them via text that they needed to come back out per my home warranty companyI wanted them to come out because I wanted to be there because the girl that was there the first time they went out said they didnt check the inside unitSo that was also to me a red flag for meI knew they were trying to bully me into buying something not needed and I wanted to be there the second time to 'insure' a full inspection of my HVACIm a Realtor, so I deal with HVAC systems allotPlease see the attached text from the technician.Also, that is correct I had MAJOR surgery August 2nd and was bed riden for days which has made this very stressful because I've been bounced from hotel to hotel because of this A/C issueIm still trying to recover and this is just adding to my stressA simple refund and appology from Optimum would have been nice instead they want to lie and argueJust sad Regards, [redacted]
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.
Regards,
[redacted]
We actually went to Ms. [redacted]s house on the 1st. She is claiming we refused to go inside and check, but Ms. [redacted] was not even in the home, she was out having surgery. The technician did in fact check to make sure the blower was on, she has a scuttle hole in her closet to access the inside portion...
of the system. At the time of our visit the motor was operational. When Ms. [redacted] called in the next day, she herself stated that it had been cooling fine, but at some point during the night it stopped. If the motor had been out when we were there, it never would have cooled down.This whole entire complaint, as I have stated before, is not a complaint between us and Ms. [redacted]. When we sent in pictures of the condensing coil, the home warranty company denied her claim because the condition of the coil is not due to normal wear and tear. That was their decision, not ours. Then she informed us that the sales rep told her they were replacing the condensing unit, we called to let them know where they could find an R22 unit and they said they weren't ordering anything because the claim was denied. There was no point in us going back out a second time if they were supposed to be replacing the condensing unit, nor if they were denying the claim. Either way, there was nothing we could do at that point. We operated in good faith, based on information we received from the home warranty company and Ms. [redacted] herself. As far as Ms. [redacted] stating we are just trying to rip her off for $5500 that is also incorrect. I encourage Ms. [redacted] to do some research and find out about the R22 phase out. All customers that have units that are operating with R22 (especially ones that were manufactured in 1998, such as hers was) are given quotes and encouraged to upgrade for the simple reason it is a huge disservice to the customer NOT to. There will no longer be parts available for these units. The refrigerant costs for the units has gone up 300%. Continuing to bandaid a system does not make much sense when it will only become a bigger expense as the next couple of years go on. Contrary to homeowners that have a home warranty's beliefs, the home warranty will not replace their entire system when the time comes. They will do what they need to to replace the part that failed. I will refund Ms. [redacted] her $35. I don't know what the rest of the money she is disputing is, but that is all I will be giving her.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below. I wont accept there response until I receive a full refund. I have attached document of the ACTUAL date [redacted] came out since they are yet again lieing about that. My a/c motor is in my half bathroom which is what went out and froze my unit. Yes of course they tried to get me to buy a new $5,500 unit becuase mine was old, however they never looked at what was wrong orginally because they were being completely lazy. Thank you for going in my attic but the a/c motor that was out was in my downstairs half bathroom. Im a Realtor, if they feel just in their services that is fine. It is there business to run how they choose to. Please refund my money. My home warranty company contacted another HVAC that came out and fixed it and not once did that company try to upsell me on anything, they simply fixed the issue and my home warranty gladly paid for it. What makes me even more upset and sad is that my home warranty company issued them to come back out two days later (see attachment on that too) and they (Optimum Air) failed to make there appointment after I even confirmed with them via text that they needed to come back out per my home warranty company. I wanted them to come out because I wanted to be there because the girl that was there the first time they went out said they didnt check the inside unit. So that was also to me a red flag for me. I knew they were trying to bully me into buying something not needed and I wanted to be there the second time to 'insure' a full inspection of my HVAC. Im a Realtor, so I deal with HVAC systems allot. Please see the attached text from the technician.Also, that is correct I had MAJOR surgery August 2nd and was bed riden for 10 days which has made this very stressful because I've been bounced from hotel to hotel because of this A/C issue. Im still trying to recover and this is just adding to my stress. A simple refund and appology from Optimum would have been nice instead they want to lie and argue. Just sad.
Regards,
[redacted]
Ms. [redacted], I am not trying to argue with you, I am stating the situation. I can not help the waranty companies decision. We did not come back out because of information we received from your side when we were informed that the sales rep told you they were going to replace the outside unit and the home warranty company who said they weren't replacing anything. I can not stress this enough, we are under contract with the home warranty company and have to follow their rules. They said it was denied, that ends it for us. We are sorry that you feel we are responsible for this. Hopefully the other company has solved your issues, but we stand by the fact that your system will not operate at proper efficiency due to the coils being smashed together and dirt being packed inbetween. Your money was refunded yesterday, August 10th. Please see the attached confirmation.