Orangutan Home Services

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 for the business to perform this action along with replacing the trim that their technician removed from my ceiling access (scheduled to be completed on Saturday, May 7th, 2016) and, if it does, will consider this complaint resolved.

Regards,

On Friday 4/29/16 we did credit the credit card back $300.00.  Today 5/2/16 we will refund the balance including the diagnostic fee.  We do apology for our technician using the word "deductible".  We do not know why he used it and has been reprimanded for writing that.  Under...

the guide lines of the Sure Climate Warranty there are services that are not covered. In the case of the repair need at the [redacted] home Item 11 on the agreement states Consumable products such as Nitrogen, Soider, Lubricants ... are not covered.  Number 13 Refigerant recovery or disposal are also not covered.  That is what those charges are for. When Scott explained the wrong wording on our technicians part he did credit the $300 to the credit card for the mistake. The charges that we pass onto the customer are the items Sure Climate does not cover and are real cost to the company.  There was no intension to mislead Mrs. [redacted] in any way just an employee that for some unknown reason wrote the invoice wrong.

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.

Dear Revdex.com,                I do not feel that my request is unreasonable. Let’s start with the crane.  First, there was no attempt to contact me to return any monies associated with the crane. I reviewed the contract, as a result of working through the problem; I noticed the charge for the crane.  I brought the crane issue to the attention of Travis who, at my request, performed a quality inspection after the issue was resolved two weeks after the installation.  Since there was no attempt prior to me pointing this out, I am sure no effort would have been taken on Orangutan’s part to refund the costs associated with the crane.  This is fraud. Additionally, a true amount cannot be determined, and to date I have been offered two amounts for the crane - $100 and $150.                For the improper installation, if I had not gone into the attic the air leak would have not been noticed and this defective situation may have continued for couple of months before I would have noticed higher than normal electricity bills.  Even then I could speculate that Orangutan would not have corrected the issue as it took three visits to correct it.  After the second visit the technician stated everything was corrected.  Had I not been vigilant and recheck the attic the third technician would not have been called.  In order to locate the issue I remained in the attic the entire time the troubleshooting and repair activities took place to ensure the problem was found and corrected.                I was inconvenienced having to deal with 3 visits and waiting the 2-3 hour windows for the technicians to arrive.  I was also inconvenienced by spending my time watching the third technician as the previous two did not correct the problem.  I no longer have any faith in the abilities of Orangutan to correctly identify or properly troubleshoot AC systems.                In a statement to [redacted] Customer Care from Orangutan, “Orangutan corrected the issue in a timely manner and offered compensation to assure you were a satisfied customer.”  Three visits are not timely; the compensation you have offered does not make me satisfied.                On the statement, that I am being unreasonable.  I do not feel that refunding me the cost of the crane and 10% of the contract (Plus sales tax charged on that amount) to compensate me is unreasonable. This compensation is for the inconvenience to me due to the incompetency of the installation crew and the repair technicians. The offer of “…pay for his ENTIRE electric bill for the month of May 2014” is repugnant.  This is an attempt to discount the fact that Orangutan, through their negligence on the part of the installation crew and the incompetence of the first two repair technicians, inconvenienced me and putme at risk for long term financial loss. The offers so far have been to minimize their costs. If Orangutan wishes to restore some of my confidence in them andassure that I am a satisfied customer then meet my request.

Regards,[redacted]

We are sorry that it has taken so long to get the equipment in from [redacted]. We do have the equipment now and I believe we are scheduled to install the unit this Saturday August 16th. Again we apologize for the length of time it took to get your equipment.

The technician that left the fowl language told me that he had sent an apology letter to Mr. [redacted].  I am sorry he obviously did not tell me the truth so I will send the apology letter today 7/31/15 from the company on behalf of the technician and I will deal with that person with the appropriate action.  I have updated our system with the two year extension on their maintenance program as we discussed back in June.

Mr. and Mrs. [redacted], we are sorry for all the problems and issues you have had with the new HVAC install.  We know the dry out has been completed, the damaged drywall has been replaced and textered.  The damaged countertops have been removed and a temparary sink has been installed....

 The new countertops are on order and about 5 weeks out. As soon as countertops are installed we will be out to paint the drywall too.  We are trynig to get the countertop people to get them for us qicker.  The insulation that needs to be redone is scheduled for Wed. 6/29 after 3:00.  Please let us know if there is anything else that you see needs to be taken care of in the meantime.  Again sorry for the incoinveince and we are doing our best to get this resovled for you as quickly as possible.  Thank you, Scott with Orangutan Home Services.

This company deceived my mother, a 78 year old Alzheimer's patient, into buying a new Heating and Air Conditioning system for the outrageous price of $10,670 when her current system was in good working order. They have been unresponsive to letters sent to them and they appear to have no intention of trying to resolve the matter in a fair way with her.

[redacted] our Service Manager spoke with Mr. [redacted] and his motor was ordered and should be here today or tomorrow.  [redacted] also discussed trying to get the Maytag about replacing the unit under warranty.He did explain this might take a little bit of time but we will keep on it.

[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.]

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 ARE ALSO LOOKING INTO WITH [redacted] TO REPLACE UNIT SINCE IT HAD SO MANY ISSUES FROM THE DATE OF PURCHASE

Regards,[redacted]

Our maintenance program includes 1 free pound of Freon.  We have agreed to take care of the Freon charge and Mr. [redacted] is only going to pay for the Leak Search and Repair for $250.00

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.Yes, the letter sent by Jeff L[redacted], General Manager at Orangutan dated July 31st was received on August 5th. FYI: The letter stated an apology as promised and extended our Preventative Maintenance Agreement to June 2020. My specific request to get a written response to all the items I outlined in my original Revdex.com complaint was never responded to as I asked. I guess this will never happen!

Regards,

I would like to apologize to Mrs. [redacted], on April 29, 2016 the refund was credited back to her credit but it was only for $300, I wish I knew why.  I did, however refund the balance back to her credit card on 6/22/16.  She has been refunded the complete $998.00.

good morning Marissa,I am sending this email per our conversation on Monday 5/16/16, regarding case #[redacted]. In brief, I would like Orangutan to compensate me $2650, rather than $1900, as their flier/sales info stated the price for the Aeroseal Duct Sealing. In addition, since the company has not followed up with fixing and cleaning up their mess along the vent registers and walls of my house, I would prefer they compensate me $200 to clean, caulk, and repaint. I think this is the very least they can do, considering the mess they left, the time I have taken off work to sit and wait for no one to show (repeatedly), and because I will have to hire a 'handy man'  to help me with this.Please let me know if you have any other questions. I look forward to hearing from you.[redacted]

[redacted] with Orangutan previously American Home Maintenance. This interaction just happened around 3/1/2014.

I bought a $5000 Air Conditioner from [redacted]. At the time the name was American Home Maintenance now doing business as Orangutan, and they being the installer said they found and welded a pin hole leak. I told them 3 times to take it off my roof the day of installation. They said this happens all the time but we will extend your warranty to 3 years to shut me up. I thought I over reacted possibly. But next year the system ran all summer and it seemed to get hotter until the end of summer it was blowing hot air. The pin hole weld they did leaked my Freon out.

I called AHM/Orangutan to fix it which they did. Then it happens again after the warranty they offered expired and they said they have to sell me a new warranty. I told AHM/Orangutan that they never fixed it in the first place so either fix it now or take it off my roof now. They refused both options and wrote in their system that it was me refusing their service.

I got another company to weld the AC in the same place AHM/Orangutan had previously welded and it lasted 4 years after AHM/Orangutan worked on it. I thought I was in the clear. Well the pipe exploded from all the welding they had done previously. So I paid $1000 to replace the Pipe and the Freon with another company. It lasted all summer but at the end of the summer the Compressor blew up. Since the AC was constantly running low on Freon the Compressor heats up and lowers the lifespan.

I was under Parts warranty so I called [redacted] and got a 3 month run around from Nash and Jerome ASM, only to be required to talk to Orangutan who said I refused service and went with another company so they are not responsible anymore. I eventually escalated to Atlanta Headquarters for [redacted] since they do not give out District Manager names. I was told District Manager 26 was my reference. What a joke!

I was referred to [redacted] at ###-###-#### and seemed like he would be able to help. After a week of waiting and being put off [redacted] finally called me back and said they can't help me since Orangutan only shows some type of service was performed, not Welding. I said so how did my air go from warm to cool? I told [redacted] the [redacted] Rep all the details and said why would I call and make something up and by the way there is only one weld spot on the unit. So it had to be welded there 2 times by AHM/Orangutan. One on the install day and the second a year later. The third time AHM/Orangutan refused to service their work.

Why would I give them a third try anyways since they couldn't fix it the first two times.

Well I come to find out AHM changed their name to Orangutan since they had to file bankruptcy. Now it seems like [redacted] is Collluding with Orangutan, A guy named [redacted] at Orangutan must have purged my history or changed it to look like they just showed up to say Hi, or this could be something they didn't enter on purpose when they have trouble with installs. This was the reasoning [redacted] gave me for not being able to fix or Replace the AC. The references matched the dates I gave too just no info about the work done. Even though I am calling and telling them what was done and on top of the Bankruptcy Name Change of Orangutan this means [redacted] is also Colluding with Orangutan.

No one would even talk to [redacted] on my behalf since I am stuck with the service Orangutan/AHM provided and have no recourse through [redacted] since they pretend that they are required to talk to Orangutan. Collusion in its most elegant form, down to Delay tactics as I was required to have an AHM/Orangutan tech look at the AC to be able to get restitution supposedly. When the tech came out from Orangutan he said he couldn't test the compressor since the Freon was low. So I would have to pay $800 just for a leak test and then find out if my compressor was bad. Well there was oil everywhere and the system ran all summer cold and then suddenly would not turn on. Sounds like a Compressor to me, and I hired another company to verify it was the compressor after Orangutan's visit.

This tech really came out to see if I had receipts of other work being done so they could refuse me that way also. So the work done after them voids their shoddy work in the first place.

[redacted] would not deal with [redacted] on my behalf due to Orangutan's underhanded collusive tactics.

I left a message fro [redacted] on 10/31/14 at 9 am apologizing for one of my employees being rude.  I advise her we will be send her in the mail today an apology letterand a copy of the records she requested.

The price for the Aeroseal was all bundle with the new A/C unit, insulation, the retail price is $2650, but the bundled Total Home Solutions Package is $1900 for the Aeroseal.  That is why we refunded back $1900.00.  As far as the $200 for the clean up will process and send out a refund check for the $200 as soon as possible.  Thank you.

We spoke to Mr. [redacted] on 9/3/15.  Everything is working properly.  We did extend his labor warranty thru 6/16/17 to ensure no out of pocket cost for the first 2 years on the unit.

On 7/29/11 I had to purchase a new air conditioning unit as the one I had, had for over 16 years finally broke. Las year not even quite 3 years later, I had a problem with the new unit. Apparently it was leaking freon and needed a new schrader. They said it wasn't under warranty, even though I had purchased the extended warranty, so I paid $300 to rectify the problem. I expressed to them how uneasy and concerned I felt knowing that the unit was virtually new. At any rate I thought while I got taken for that amount, the problem was resolved.
Now as the hot summer approaches I turned on the unit and again warm air comes out and the unit is on almost all day! On Mon. 3/30/15 I contacted the company and expressed that I wanted to speak to the CEO or someone at the top, to which they said the supervisor had just left for the day but he would return my call as soon as possible, I waited and waited until today 4/1/15, I decided I couldn't bare the heat ( very warm for three days) any longer, so I called them back. I called SEVERAL times and no one would pick up. Finally, a person by the name Sherry picked up. I reiterated all the info. at which point she said she would have the main supervisor call m back as he had just stepped out to lunch. As I text this to you 3:08pm I have yet to receive a call.
Here is the dilemma : I feel that since I paid $300 for a problem that was supposed to have been taken care of, I shouldn't have to do so every year, especially if it is under warranty. CLEARLY the unit is defective and they should either fix the problem correctly or give me a new unit. I can't continue to pay every year.
Better yet, at least extend me the courtesy of calling back!
What a terrible way to run what I thought was a reputable company, which is also listed on "[redacted]". I need help! I purchased this [redacted] Unit for $6,500! Not cheap for a single income household.

I spoke to Mr. [redacted] on 6/10/15.  I apologized for the poor language that was left on his voice mail and will send him a written apology from the person who did it.  I explained our procedures and offered himmy personal guarantee we will make his next appointment and offered to...

extended his maintenance program for two years for his inconvenience,  He said he will speak to his wife and get back to me.

I spoke to Mrs. [redacted] today 8/8/16, and I am sending her a check for $1100 for the problems we have caused her.