Orangutan Home Services

[redacted] spoke to Mrs. [redacted] and the problem will be resolved by end of business today.

Our PMA contract clearly states that if you cancel your agreement the refund amount will be pro rated and any other parts or discounts will be deducted from the total refund. The invoice you have was clearly stating pricing and the discounts that you received. The reason it is done this way is so...

that a customer can't  have a bunch of parts put in than cancel after just to get the parts for free. We go by national pricing for our parts and are not the most expensive nor are we the cheapest in town but we believe are pricing is fair. We will contact you and go over your invoice to show what is going to be taken out of your refund.

The customer called in on 1/13/15 saying their hot water heater was not working so we set up a $79 service call to check the water heater. This water heater was installed by us on 7/12/2010. Our plumber found a bad thermostat which is still under a manufacturer warranty. We gave the customer a price...

of $100 to take the part to a part house and swap it out for a new part than come back and replace the part in the customers home. While our plumber was on his way to the part house the customer called and canceled the repair saying it was to much money. Our plumber than returned to the home to collect the $79 for the service call. This customers PMA was canceled back on 9/23/12 when the customer called and asked us to no longer call him and that he would call us if he needed service. He stated that he had his maintenance taken care of by another company. We took this as he wanted to terminate his contract so it was canceled in our system. I have no record of any call asking to speak to a manager and we did go to the home and find out the problem which is why we charged $79. We have no problem if he wants someone else to fix the unit but we did perform the work that is under the service charge. We also do not have a problem reinstating his PMA if that is what he wants. One of our managers did call him and left messages but the customer has not returned his call.

I purchased a contract with Orangutan Home Services for annual plumbing inspections. In scheduling an appointment this year, I have been rescheduled by Orangutan five times. Today's appointment was cancelled by Orangutan because my service person was held up on a "major pipe refit". I had other things I could have done this morning than wait for them to cancel and try to reschedule for a sixth time. I have requested a cancellation of my contract and a refund of unused 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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Sorry about the issues you had with the new install, I see we did the install corrections 6/23/16 and the last thing we need to do is the drywall repairs.  I will have my Drywall people call you Monday morning to schedule the repairs.  Please let us know if there is anything else you need...

us to take care of and again sorry for the issues you had.   Thank you Scott with Orangutan Home Services.