Orangutan Home Services

On the date of the service call [redacted] talked to our Tech [redacted] and reduced the price from $909 to $450.  [redacted] spoke to the customer today 11/26/14 and explained again the cost would only be $450. The customer agreed and it is scheduled for repair on 11/28/14.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

We spoke to Mrs. [redacted] about the miss-wired blower motor and the slow communication over the weekend.  The blower installed in the past was confirmed by the warranty company to be miss-wired so we were happy we found the mistake on the routine check-up.  When our tech rewired the...

blower he stated the motor was only blowing 40% max CFM and thereafter told customer the system was not safe to run that way.  Our tech rewired it the way he found it and the customer had the original warranty company out to repair.  The customer stated the system is now working fine but it is uncertain what was done to make the motor work at the proper CFM.  Orangutan has offered to reimburse Mrs. [redacted] for her warranty company’s $100.00 deductable.  Mrs. [redacted] was pleased with this resolution.

Spoke with Mrs. [redacted] and came to agreement to cancelled their extended warranty for the prorated remaining amount. $1260 retail with 42% of time remaining = $529.20 plus the $79 Diagnostic fee.  Total refund accepted by both parties $608.20, and all Orangutan liability and extended warranties with system are expired.

We had left a message with the Smith’s daughter to call to discuss but have yet to hear back from them.  They have an extended warranty that is refundable on a prorated basis.  We had called to schedule routine maintenance several times in 2013 and 2014 but the maintenance appointments...

were cancelled by the customer. We have recordings of the conversations.  There was no record of the customer calling on the 7th. They first called on a Sunday afternoon about symptoms of a frozen coil and they were informed how to thaw out the coil and had the service called scheduled for Monday.  The recording stated the home was still 75 degrees inside.  The fee for the trip charge was $55 and the Diagnostic fee $99 was agreed to.  Monday morning they cancelled the service call with Orangutan. Customer stated another company serviced the unit giving them a temporary refill of refrigerant.  With no maintenance performed and the system serviced by another company, both scenarios state the extended warranty would be voided.  The technician’s charge was for a complete change-out of the outdoor condenser coil with all the work required to do so to proper specifications.  We would like to see the invoice of the initial service call and the actual repair invoice so we can look into this a bit further. If customer wants to cancel the extended warranty we can issue a prorated refund.  We will wait until customer returns our call or responds through the Revdex.com.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Since we had a contract with American Home Maintenance (Orangataung) they should have notified us of this so called change of service area. When we called for our regularly scheduled preventive maintenance we were informed of this. We will be watching the surrounding area to see if any orangataung service trucks are ever in the neighborhood. 
We had a reputable air conditioning company out today and the fixed the problem that was never fixed  last year by American Home maintenance. Yes, I want a refund BACK TO THE DATE they claim they changed their service area. My name is [redacted] not [redacted] as they implied!

Regards,

Better...

Business Bureau:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

We are sorry about the time it is taking to complete your install. We talked to our install manager and the first unit is all but done except a conversion kit needed for the thermostat. The other unit is set to be installed on July 28th. The customer should have been notified that we are having...

difficulty getting [redacted] parts and units. [redacted] our install manager will be making sure that everything is completed for your install as quickly as we can get the parts and access to your home to complete the install as promised per your contract.

We will refund the customer the $150.  I will contact the customer to let him know.

In response to Orangutan, I did not and am not disputing the $1200 charge.
I am disputing that I was mislead by not being told that the cost was for labor only.  This was not indicated on the invoice which I will be happy to submit. There is no indication anywhere that the charge was for labor only.
If I had known the charge was for labor only, I would have contacted other contractors to obtain estimates to see if I good have gotten a better price for installation.
Orangutan admitted that the invoice did not show labor cost, which was an error on their part, and stated they would admonish their employee for omitting this on the invoice.
I ascertained from Rheem A/C distributor that Orangutan was being reimbursed for this part, which they neglected to tell me. When we asked to know the cost of the part, they told us they did not know.  This is quite unlikely since they are being reimbursed for the part and should be able be tell us the cost.
I welcome Orangutan to submit any all recorded conversations that have transpired.

This unit was installed for the customer on 5/17. The customer noticed that the supple line had become detached from the system and we came out to reattach the line after the customer informed us of the problem. The line was put back together the first time we came out but he did not have all...

the necessary equipment to make sure that it would not happen again so we made another appointment to come back and make sure that the line was still attached and applied the necessary product to make sure that it would not come apart again. When we sell any package unit a crane lift is added to the cost of the job. This job the crane was not needed so we will refund the customer back the $100 he was charged in the contract. There are many things that can go wrong in a retrofit install of this kind and when there are problems we do our best to correct them in a timely manner. We do not believe that 10% off the contract price is really fair in this case but we do think that there should be some compensation. We will refund the customer the $100 for the crane that was not used and also agree to pay this customers electric bill for the month of May which is when the supply was detached from the unit. We will contact the customer to get a copy of the bill and settle this dispute.

Scott our Service Manager explained the charges to Mrs. [redacted] yesterday the charges for the services we performed.  The 50/5 run capacitor was covered under warranty so there was no charge for that part.  We added a hard start relay for the compressor that was  $366.00 and We...

added A/C Renew, a lubricant that aids the operation of the TXV and helps prevent them from failing.  The hard start assist and A/C Renew are parts not covered under any waaraty.

Poor service, sloppy work, bad experience

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

June 19th 2014

Re: Complaint[redacted]

Dear [redacted],

Mr. [redacted] has complained to Orangutan and Orangutan has offered to pay full refund for his crane fee (was not needed) and pay for his ENTIRE electric bill for the month of May 2014.  We feel this is more than adequate to cover the cost of his 2” duct leak for 5 days. He unfortunately did not except our offer and proceeded to call Home Depot Escalations Department who agreed our offer was more than reasonable.  Mr. [redacted] is demanding a 10% refund ($640). 

Not pleased with having his ENTIRE bill paid which includes electric use outside of HVAC, Mr. [redacted] has proceed to leverage Orangutan by filing complaints with the [redacted] and [redacted].

This is a 2” leak in the ductwork lasting for less than a week.  Customer is being unreasonable and hopefully [redacted] and Revdex.com agrees we’ve been more than fair about compensation.

 

Sincerely,

Vice-President

Orangutan Home Services

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I currently have a warranty (which is no longer offered) and am paid up to 2019 on their PMA (preventive maintenance agreement, which covers 2 checkups per year, winter and summer) Recently I have been scheduling these appointments as in the past they would call and keep me on a schedule to keep me current on my summer and winter check. My last appointment I scheduled to have a tech come to residence between 8-11am. I waited till after 11am and called Orangutan and was told the tech would not be able to make the appointment until late in the day. I was never called about the issue and was unable to spend my entire day at my tenants home. They wanted to reschedule for the next day, but I had to work. We came to an agreement to come 1 week later and I was told I would be first on the tech's list at 8am. Orangutan called 6:50am that Wednesday morning to confirm. I returned their call at 7am to confirm. I arrived at residence at 8am. I had numerous calls to Orangutan after 9am regarding the status and eta of the tech. Each time I was told he was in route. Finally at 10am I was able to speak to Lisa the supervisor. She told me that the tech would call me when he was 30 minutes from the residence. She also told me that they do not guarantee any customer to be the first one the tech comes to see, even if you schedule an appointment at between 8 and 11 AM. I was able to stay at the residence until 10:45 AM, as I had A doctors appointment scheduled at 11 AM. As doctors go, if you do not reschedule within 24 hours, or you are late for your appointment, you can be charged for that. My tenant called my that evening and said Orangutan left a business card at the door. I never received a call from the tech or even Lisa the supervisor that the tech was at the residence. I have rescheduled for the third time next week. I feel that my $3500 warranty and PMA I bought has made me not a priority and not staying current and up to date on my checkups.

We wanted a regular checkup, and they said we needed $2500 worth of repairs. We were not sure, so we called a local small business to doublecheck. Every last thing the orangutan guy said was clearly false, no repairs were needed. Avoid these people completely.

We spoke to this customer this morning and she received a check for $850 which was a large part of the rebate. The remaining $150 was sent out and the customer should receive shortly. When a customer is suppose to receive a manufacturer rebate we send in the paperwork and the manufacturer is...

suppose to process this said rebate. This causes us to lose control of the rebate and we have to rely on the manufacturer to process which in this case they did not process. We decided to give the customer their rebate and go after the manufacturer to be refunded.