Orangutan Home Services

I am sorry that you don't believe our tech's recommendation but there is more going on with the system than just clogged filters. We went out and maintained your system over the last few years and you are saying that no one ever mentioned that you should change your filters. Homeowners are suppose...

to change their disposable filters once a month we are only at your home twice a year. We do clean washable filters but we do not carry disposable filters due to all the different sizes. Since you believe that our tech mis diagnosed your system we will refund you the $80 that you were charged for the service call. We do not want to create more work for ourselves since we are working all hours right now to run the calls we have. Diagnosing a system is not a perfect science and there are times that multiple things are wrong with an older system and am willing to bet that dirty filters is not the only reason that your system froze up.

We processed the refund for the customer and it has been sent out thru the mail.

We are sorry that you are not happy with our service and would never take freon out of a system for any reason unless we had to replace a part that required us to reclaim freon. With all of our active customers we call to set up maintenance checks. This customer was contacted and set up a $49 ac...

check for 4/22/14. Since they no longer had a active PMA out technician told them their would be a charge to clean the coils. The customer agreed and was charged a total of $218 to complete the check up and clean the coils. The technician did take a split temperature at the end of the call which came out good. With the split temp being correct there is no reason for our tech to think that there was a freon leak. The customer called us back on7/8/14 saying there could be a problem with the T-stat. The customer had purchased a t-stat and wanted out tech to install the stat. We normally would not install a t-stat that a customer purchased but our tech agreed to do it at a price of $120. This customer refused to pay for us to install the tstat. There is no way this system would have run for 3 months after the initial visit if it was 3 pounds low on freon the customer would have noticed right away. Right now we have more service calls every day than we can run so there is no way we would want any extra work right now. Can this customer send us a copy of the other company's invoice showing what work was performed? As far as the original check up on 4/22/14 our technician performed the work that was on the invoice there fore there is no reason for a refund on that visit.

The custome ris correct the $152 off the new part was supposed to be given.  We have already sent the customer a check for $77.40.  We have been trying to get in touch with her to let her know we will be sending the balance of the $152 which will be $74.60 but she has not answered or...

rewturned our call.

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. However, I reject the business' interpretation of the maintenance service provision for FREE Refrigerant being limited to one pound.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

On March 5th Ms. [redacted] purchased a new HVAC system, Aeroseal and attic insulation from Orangutan Home Services.  On March 19th OHS installed the new HVAC system, on April 20th the Aeroseal and attic insulation crew went out to the to Ms. [redacted]’s house to...

do the remainder of the job.  The crew performed the pre-test for the Aeroseal; the pre-test showed there was less then 25cfm air loss and no need to do the Aeroseal.  There would be no benefit to the customer by performing this service.  OHS is sending Ms. [redacted] a check for $1900 for this service not needing to be performed.  The techs then installed the attic insulation at the residence.  Since Ms. [redacted] purchased everything as a discounted package deal, it took a little longer to figure out the refund amount.  We wanted to make sure she got the correct amount back.                 I (Scott, Director of Services) spoke with Ms. [redacted] on 4/22 and scheduled for a crew to return on 4/26 after 3:00 to straighten some crooked registers and clean off some fingerprints that the last crew left behind.  Apparently there was a misunderstanding, Ms. [redacted] was under the impression we would be there at 3:00 and OHS thought we just needed to be there after 3:00, we cannot give exact times since we can’t predict exactly how long the previous job will take, this is why we give windows of time.  We can schedule to get back out to Ms. [redacted]’s house at her earliest convenience to complete the last couple of concerns of hers.

We have reviewed the file, talked to the service manager Scott, he did say yes he agreed to pay the service call charge of $257.00.  Scott thought the check was already issued and mailed out, we apologize for the delay on the the check for $257.00.  As far as the cancelling of the Preventative maintenance agreement, the amount of $121.00 for the refund is correct, according to the agreement we take out the already used service and prorate the remaining.  We are putting the check for the $257.00 for the service call in the mail today.  Thank you very much.

I spoke to [redacted] on 9/28/15 at 8:15 am.  I explained that Orangutan Pest Control was sold to new owner in 2013.  Orangutan Home Services does not manage or have any control over the pest control Services.  I did tell her I will speak to the owner of Orangutan...

Pest Control, [redacted] and he will call her today to resolve.

Phoenix is having a heat wave... or so I am told. I just moved from there last week. Before moving I received a missed call and attempted to call Orangatan Plumbing that I did not appreciate the unsolicited call and ask that they take me off of their calling list. I was on hold for around 5 minutes listening to their inane hold music and decided I could hold no longer and hoped it was a single robo-call.

Today I received a new call at home home in Oregon which I missed. I decided to call back and get them to remove me from their marketing list. An hour later and I was still on hold! My phone died before I ever reached anyone to get my name removed from their list. An hour! I understand they are quite busy with the heatwave, but maybe they should unplug their marketing robocaller if they are so busy that they cannot answer a phone call in an hour or less. What if I actually needed service? More importantly what if I was an existting customer who needed something? Service in the AC business is key especially if you are a poor sap in AZ with a broken unit. I would advise others to steer clear of this company if you want a business with any foresight and sense to make service a priority. I for one still wonder if they will make another attempt to gain me as a customer when they so clearly cannot handle the volume of work they have right now.BTW weren't cold-calling marketing calls to cell phones outlawed? Buyer beware I smell amateurism and some primitive primate brains at work here.

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.I would find it much more respectable of the business if they would have taken responsibility and provided an apology instead of "blaming" the manufacturer.  At no time were we told it was a delay from the manufacturer, we were just told for months that this person, or that person is handling or will call.  I suspect they failed to file the rebate accordingly based on how they have "dropped the ball" on a number of issues.  Again, fix the problem, apology - not delay the problem and delay.

Regards,

No. They have not refunded the money.

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.  They have already contacted me directly and have taken care of the invoice from the other contractor, I will no longer be doing ANY business with Oragutan Home Services but do accept that this issue is 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 08/15/2014 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,[redacted]

I spoke to Mr.[redacted] on 8/14/15.  We did have 2 service technicians that verified the noise is normal.  However, I am going to install a compressor blanket at no charge to see if that helps.  If not we will have a Trane representative meet us at his house to check the noise from the...

unit.

We are extremely sorry for the problems that are going on with your ac unit. Orangutan stands by every unit we install and we will get to the problem and get it resolved in a timely fashion. I am going to get our Quality control technician to go to your rental property and go over the installation...

and make sure that everything is done to the manufacturer specification. the last time we were out because the unit wasn't working was because the drain line was clogged and the safety device shut the unit down so that the pan would not overflow and cause water damage. We will contact you renter and set up a time to go thru the unit.

We are send a Senior Service tech to Mr. [redacted]'s home today to take care of the problem.  The technician Jevonte has been disciplined for his actions and will not be allowed to return to Mr. [redacted]'s home.  We do not approve of this behavior from any of our Technicians and take this...

very seriously. On behalf of Orangutan Home Services we apologize our technicians behavior and that will never happen again.

We had 2 High Efficiency A/C Units installed with this Company 6 years ago. The units came with a "Sure Comfort" Service contract that was supposed to cover major repairs to either unit for 12 years. One of the units developed a problem and they indicated it needed a new expansion valve. Cost was $1000 for "consumables" not covered by the Service Contract. What choice did we have, we needed the unit repaired so we paid the money and had to wait almost 2 weeks and many phone calls to the company later for someone to finally come out and fix the unit. Thirty six hours after they "fixed" the unit the A/C died.

In all repair service appointments so far with Orangutan they have given us a 3 hour window for the tech to arrive. In no situation so far have they shown up in that 3 hour window and in one of the appointments they were more than 8 hours from the end of the 3 hour window in showing up. To make matters worse, we never got a call telling us a tech is running late or why. We had to make multiple calls to the company to find out where the tech was. They just kept saying the tech would be on the way to us soon and giving another time they would be there by and not once was the tech there by the updated time they told us.

We were happy with this companies maintenance service for bi-annual system checks of the units up until this warranty repair situation, but this situation has made it clear that we will never do business with this company again. I am highly likely to call someone else in to do repairs the next time they are needed even if I am losing money by not using the service contract I paid for. Going 2 weeks without an A/C in August in Phoenix is simply not acceptable.

I have reviewed the response made by the business in reference to complaint ID 10661497, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I just got back from vacation and was out of touch with the status of this complaint. The recorded response by Orangutan rep Jeff L[redacted] on 6/10 was accurate, but did not provide closure to the complaint. I did call Mr. L[redacted] back on 6/16 to provide my feedback. He was unavailable  I then talked to Moe at Orangutan on 6/16 requesting that I wanted a written response to the items addressed in the formal complaint. As of this date I have not received a written apology nor a written response to the items addressed in the formal complaint. I figured by the time I got back from vacation I would have had something in writing from Orangutan. No So!

Regards,

I spoke with Mrs. [redacted] on 12/11/15, explained we have not received a letter from her so we were unaware of the problem.  She agree to email the invoice to us and we will reimburse her.