Patriot Air, Inc.

Eric helped us in a time of need and I shopped around, and feel we got a very reasonable price for fixing both our unitsThank you!

Very Bad experience!! Still trying to resolve through vise card peopleRep found it appropriate to initial paper work in my placeThis took away my right to know the real details that are in the contractSurprise after reviewing the paper work, once I did get the very long doc with all kinds of fines, I called to cancel as it did not match what Eric promisedMisrepresented the service I was entitled to and paid forI spoke to the office girl and tried cancellingShe told me that I would get my refund in the mail...nothingNot a letter, no check...NothingThey have kept $(of which I only owed $160) with no resolutionOn top of it all Eric left my water turned on and when I finally noticed it 1/day’s later the side of my house was floodedPlease look somewhere elseDo not use these peopleThey have no response to this matter Their service is not any better

I am beyond disgusted with the level of client service that my family and I have received from this company and Eric L*** who claims to be the ownerHe literally yelled at my wife and month old son in my house complaining that he was forced to do his job on a Saturday, how he DOESN'T NEED to do his job on a "Saturday" and that he's not getting paid overtime for itA job that our home warranty company American Home Shield and I are paying forMy sister in law was present at the time when he was raising his voice being extremely rude, and she recorded him yelling making my son and wife cry in our own homeWe have a minute video of this individual going irate in our own homeI will file a lawsuit against your company and take this as high as I possibly can to show the entire world what kind of people you are, because no one EVER deserves to be treated the way my wife and family got treated dealing with your company

Super competent, fast, and reliable; sensitive to customer needs, same-day diagnostic, high tech presentation of the problems and solutions, next-day repair of to roof units; excellent advice for maintenance and future purchasesVery happy with Mrlip's service

We contacted Patriot Air to repair our upstairs A/C unit...they came promptly and completed the repairTwo days later the unit stopped working, Eric Lipp ( the owner ) came out personally on the 4th of July to fix it the second time at no additional costIt would have been easy for him to lie or stretch the truth to charge us more money...he took full responsibility for issueWe greatly appreciate the honesty and integrity he showed our family and would highly recommend Patriot Air as a reputable business to work with

My AC was blowing warm, contacted Patriot Air and Eric *** came the next morning Very knowledgeable and friendly He discovered the issue, made recommendations and repaired the unit quickly Only charged for Freon

Booked for an A/c serviceArrived on time and appeared professional
Said we needed a new capacitor, we said OKBill was $ for installing the capacitor, service was free
On checking the capacitor on-line was about $ 11.00, allowing for profit and some labor, we felt their charge was excessive
Technician spent more time on his computer etc, than on the roof
When I called to question, very curt response: " that's the price to install a capaciior in Phoenix."

Policyholder from American Home Shield was verbally abusive to me over the phone. Being accusatory and belittling, demanding that we install a compressor that we didn't in fact, possess. We made arrangements to accommodate him by calling distributor and arranging for compressor pickup and...

installation the following Saturday. we did not have any availability to install compressor until tuesday. but due to the fact that there was an infant in the home and because of homeowner's incessant whining and complaining about timeliness of American Home Shield's buying the compressor, we decided to make special accommodations to install the compressor on saturday. Once we arrived, no one answered the door for 20 minutes. finally, she arrived at the door and let us in. We explained to the homeowner that there are two parts to the unit. one part is outside on the ground, the other is in the attic which we will need egress and access to. she agreed. we came in and out of the home in an effort to remedy cooling issues and were met by a stubborn woman and her friend who apparantly found it rude for me to come in and out of the home without knocking first. we again explained that we are there to fix the air conditioner and need to come in and out of the home. she continued to refuse access to us. I was engaged in a verbal confrontation by the friend of the homeowners who was verbally condescending to me and it was none of her concern as she was neither the tenant, policyholder, etc.. then homeowner began trying to verbally attack as well and I shut her down. I was not going to be berated by both of them for simply doing my job which was to fix the air conditioner for the customer, who was in fact, was American Home Shield. The simple fact that there is a video of event is an indicator to anyone that they were trying to start something that didn't need to get started, I shut it down... I demanded payment and she was reluctant to pay us. No profanities were exchanged. We just wanted to get away from these people. we will not be returning to the home. They need to learn how to talk to people, and understand that we were there to fix the air and nothing else... The air is in the attic of the home... We needed to come in and out of the home constantly to fix the air conditioning and also access the thermostat. Homeowner and friend found it funny that doorbell didn't work and that we were waiting for them to answer door. that sparked the whole thing. Friend had no business being in the conversation or adding her two cents whatsoever. period.Tell us why here…Eric L[redacted]PresidentPatriot Air, Inc.[redacted]
[redacted]
[redacted]
[redacted]

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.His response is dealing with his visit and him expecting me not to get more than one bid on a big project like this and being upset that I did not go ahead with his company for install because I received a better bid that was over $500 less than his.  This is not the issue at hand.  My complaint is about the fact that his employee on the first visit to my home (not his first visit) said that my central air unit was fine and would last me several more years, which is the only reason that I bought the 3 year contract for a service plan that he now will not honor.  I believe that I should be refunded for that service plan since it was his employee that mis-diagnosed my unit and talked me into the service plan, trying to apparently entrapt me into some sort committment to buy a machine from them when I had to have them come back out just a couple weeks later for the exact same problem his employee supposedly fixed.

Regards,

[redacted] ([redacted]) [redacted]

A week ago, we were set to move forward with the installation of a new a/c system on December 8th cause that’s when the ROOFERS would be available. Every time we have spoken to [redacted] about her and her new a/c system, she has stated that SHE needed to get more information from other people...

ie.. roofers, HOA, friends and family before she could continue with our scheduled installation (December 8th?). First, we were going to put it in before Thanksgiving, later it was the day before Thanksgiving, now she stated the roofer is busy until December 8. We have always been ready to put the unit in TOMORROW. On my first visit to her home, I was just stating facts… The unit did have a cracked condensate pan, there was no way to fix it, and that the unit was NOT going to be "drip free" onto the new roof. She burst into tears saying that she couldn't afford a new roof AND a new a/c system. She just had no money to do it. We needed to get creative and fast. She did qualify for our financing. At no time was she interested at that point in canceling her maintenance program with Patriot Air, WHY? She asked us if there were less expensive systems out there and I said yes, there are. But, you will not be able to pipe the condensation drain down the existing pipe if you change the configuration of how the unit connects to the house. She elected for the more expensive system because the HOA wouldn't allow for the drain to be piped off the front of the home.We have always told her since day one that she needed a new unit and she knows it and has agreed. However, she decided to purchase a service contract to “baby’ it along AND to receive a 10% discount on the new system in the future. Problem is/was that the future came calling when the roofer wouldn't replace the roof with a leaking air conditioner. I know from previous experiences with roofers that if you damage their final product install in any way, i.e.… water pooling onto roof, cutting into foam to install a new a/c system, that they will VOID their warranty of the roof. The only way the roofer would replace the roof was if the a/c system wouldn't leak onto it which was impossible with her current system. I stated to her that if anyone cuts into a new "foam in" roof it will void the warranty from the roofer. So, I said that the air conditioning needed to be changed when/if she redid the roof. She elected to continue to "baby" her old unit as LONG as she could because her priority was to have the ROOF redone because it was leaking and that was ALL she could afford.She had finally made a decision, she had elected to install the more expensive system in order for it to drain correctly per the HOA. I have ALWAYS maintained that her payment was going to be about $75.00 a month for that equipment and she agreed. She even went so far as to call the finance company to confirm her out of pocket costs which they confirmed. I hadn't yet written up a sales slip for the equipment just yet (my mistake) as I didn't quite know 100% which unit we were putting in and when exactly. She was changing things all the time, so I was waiting for the final  decision, not blowing her off as she seems to think. A/C Unit pricing changes weekly. Prices go up several hundreds of dollars depending on the supply and the demand. We are an air conditioning company, we put in a/c units. When it’s November 6th and someone says their project isn't until December 8th, then guess what....We are thinking of 30 different projects ahead of that one. At first she was appreciative and unassuming. Then  [redacted] became pushy and condescending acting like we had to drop everything and accommodate her requests. Acting like I was out to get her, like I was trying to cheat her. She was getting bad advice from people that didn’t know me or my business. She was fearful I was going to put her in an inferior system.. Fact is, there was only one option to install. The Trane Packaged Over/Under Heat Pump system as agreed.I'm sorry, but we help everyone the best we can.. I'm not concerned really with a project on December 8th when it's November 6th. I know she has insurance people pressuring her to get multiple bids, roofers blowing her off for weeks at a time, her HOA telling her what she can and can't do with respect to the unit’s condensation drain. We never SOLD her a new air conditioner, we advised her that the old one wouldn't stop leaking onto the roof... PERIOD. She BOUGHT and signed, without any pressure or duress, an annual Service Contract from our company to receive free annual checkups and coil cleanings, as well as, receive a 10% discount on the new system when it was required, and to have us maintain the equipment for a period of three years. Patriot Air did agree to perform maintenance of her current system (Goettl Packaged Heat Pump Model #HP361H & Serial #1309008 , respectively) and YES, the contract would transfer to a new unit installed by us, or to a new home in the valley, or a new homeowner. If she'd like to transfer the contract, she is more than welcome to. She is demanding that we continue to maintain a unit installed by a different company than ours; that all the terms and conditions we had originally agreed continue to be met i.e.… free service calls and discounted parts and labor rates. We wouldn’t want any other company touching our new installation, and would expect that they wouldn’t want us to touch theirs. FACT IS, she is in breech of contract by changing the unit we agreed to service which completely makes this a CIVIL matter. Apparently she has found a CHEAPER alternative to our proposal of $6068.95 to finance and replace her current a/c system. She signed a contract with us and there are fees to cancel. If she read the terms she would understand that. She has made DEMANDS by means of intimidation through Revdex.com, that we REFUND her service contract costs. Never once did she ask that we meet or beat her alleged bids from other companies. We had no idea that she was getting other bids considering she already had a maintenance program with us, already signed a credit application to purchase a new system which we asked the finance company for $6700.00 according to the original bid. Since she was a maintenance contract customer, she received a 10% discount. Problem is, we have to back out all the service calls, coil cleanings, labor and taxes incurred to date, as well as a $35 processing fee and subtract those from the original total of $493.00. We were out on 10/4/2014 Invoice #8485 was $340.34 for checkup, coil cleaning, and drain cleaning… fees were waived in lieu of service contract @ 493.00We were out on 10/25/2014 Invoice #8565 was $$166.00 to measure metal for job, i.e…. metal stand and sheet metal elbow… fees waived in lieu of pending (unsigned until installation) contract to install of new equipment.There are no monies to refund from original service fee of $493.00 any and all work that was included has to be backed out As much work and time as I’ve spent on this endeavor, She owes US money.[redacted]Founder and CEOPatriot Air, Inc,###-###-####

Policyholder from American Home Shield was verbally abusive to me over the phone. Being accusatory and belittling, demanding that we install a compressor that we didn't in fact, possess. We made arrangements to accommodate him by calling distributor and arranging for compressor pickup and...

installation the following Saturday. we did not have any availability to install compressor until tuesday. but due to the fact that there was an infant in the home and because of homeowner's incessant whining and complaining about timeliness of American Home Shield's buying the compressor, we decided to make special accommodations to install the compressor on saturday. Once we arrived, no one answered the door for 20 minutes. finally, she arrived at the door and let us in. We explained to the homeowner that there are two parts to the unit. one part is outside on the ground, the other is in the attic which we will need egress and access to. she agreed. we came in and out of the home in an effort to remedy cooling issues and were met by a stubborn woman and her friend who apparantly found it rude for me to come in and out of the home without knocking first. we again explained that we are there to fix the air conditioner and need to come in and out of the home. she continued to refuse access to us. I was engaged in a verbal confrontation by the friend of the homeowners who was verbally condescending to me and it was none of her concern as she was neither the tenant, policyholder, etc.. then homeowner began trying to verbally attack as well and I shut her down. I was not going to be berated by both of them for simply doing my job which was to fix the air conditioner for the customer, who was in fact, was American Home Shield. The simple fact that there is a video of event is an indicator to anyone that they were trying to start something that didn't need to get started, I shut it down... I demanded payment and she was reluctant to pay us. No profanities were exchanged. We just wanted to get away from these people. we will not be returning to the home. They need to learn how to talk to people, and understand that we were there to fix the air and nothing else... The air is in the attic of the home... We needed to come in and out of the home constantly to fix the air conditioning and also access the thermostat. Homeowner and friend found it funny that doorbell didn't work and that we were waiting for them to answer door. that sparked the whole thing. Friend had no business being in the conversation or adding her two cents whatsoever. period.Tell us why here…Eric L[redacted]PresidentPatriot Air, Inc.[redacted]

A week ago, we were set to move forward with the installation of a new a/c system on December 8th cause that’s when the ROOFERS would be available. Every time we have spoken to [redacted] about her and her new a/c system, she has stated that SHE needed to get more information from other people...

ie.. roofers, HOA, friends and family before she could continue with our scheduled installation (December 8th?). First, we were going to put it in before Thanksgiving, later it was the day before Thanksgiving, now she stated the roofer is busy until December 8. We have always been ready to put the unit in TOMORROW. On my first visit to her home, I was just stating facts… The unit did have a cracked condensate pan, there was no way to fix it, and that the unit was NOT going to be "drip free" onto the new roof. She burst into tears saying that she couldn't afford a new roof AND a new a/c system. She just had no money to do it. We needed to get creative and fast. She did qualify for our financing. At no time was she interested at that point in canceling her maintenance program with Patriot Air, WHY? She asked us if there were less expensive systems out there and I said yes, there are. But, you will not be able to pipe the condensation drain down the existing pipe if you change the configuration of how the unit connects to the house. She elected for the more expensive system because the HOA wouldn't allow for the drain to be piped off the front of the home.We have always told her since day one that she needed a new unit and she knows it and has agreed. However, she decided to purchase a service contract to “baby’ it along AND to receive a 10% discount on the new system in the future. Problem is/was that the future came calling when the roofer wouldn't replace the roof with a leaking air conditioner. I know from previous experiences with roofers that if you damage their final product install in any way, i.e.… water pooling onto roof, cutting into foam to install a new a/c system, that they will VOID their warranty of the roof. The only way the roofer would replace the roof was if the a/c system wouldn't leak onto it which was impossible with her current system. I stated to her that if anyone cuts into a new "foam in" roof it will void the warranty from the roofer. So, I said that the air conditioning needed to be changed when/if she redid the roof. She elected to continue to "baby" her old unit as LONG as she could because her priority was to have the ROOF redone because it was leaking and that was ALL she could afford.She had finally made a decision, she had elected to install the more expensive system in order for it to drain correctly per the HOA. I have ALWAYS maintained that her payment was going to be about $75.00 a month for that equipment and she agreed. She even went so far as to call the finance company to confirm her out of pocket costs which they confirmed. I hadn't yet written up a sales slip for the equipment just yet (my mistake) as I didn't quite know 100% which unit we were putting in and when exactly. She was changing things all the time, so I was waiting for the final  decision, not blowing her off as she seems to think. A/C Unit pricing changes weekly. Prices go up several hundreds of dollars depending on the supply and the demand. We are an air conditioning company, we put in a/c units. When it’s November 6th and someone says their project isn't until December 8th, then guess what....We are thinking of 30 different projects ahead of that one. At first she was appreciative and unassuming. Then  [redacted] became pushy and condescending acting like we had to drop everything and accommodate her requests. Acting like I was out to get her, like I was trying to cheat her. She was getting bad advice from people that didn’t know me or my business. She was fearful I was going to put her in an inferior system.. Fact is, there was only one option to install. The Trane Packaged Over/Under Heat Pump system as agreed.I'm sorry, but we help everyone the best we can.. I'm not concerned really with a project on December 8th when it's November 6th. I know she has insurance people pressuring her to get multiple bids, roofers blowing her off for weeks at a time, her HOA telling her what she can and can't do with respect to the unit’s condensation drain. We never SOLD her a new air conditioner, we advised her that the old one wouldn't stop leaking onto the roof... PERIOD. She BOUGHT and signed, without any pressure or duress, an annual Service Contract from our company to receive free annual checkups and coil cleanings, as well as, receive a 10% discount on the new system when it was required, and to have us maintain the equipment for a period of three years. Patriot Air did agree to perform maintenance of her current system (Goettl Packaged Heat Pump Model #HP361H & Serial #1309008 , respectively) and YES, the contract would transfer to a new unit installed by us, or to a new home in the valley, or a new homeowner. If she'd like to transfer the contract, she is more than welcome to. She is demanding that we continue to maintain a unit installed by a different company than ours; that all the terms and conditions we had originally agreed continue to be met i.e.… free service calls and discounted parts and labor rates. We wouldn’t want any other company touching our new installation, and would expect that they wouldn’t want us to touch theirs. FACT IS, she is in breech of contract by changing the unit we agreed to service which completely makes this a CIVIL matter. Apparently she has found a CHEAPER alternative to our proposal of $6068.95 to finance and replace her current a/c system. She signed a contract with us and there are fees to cancel. If she read the terms she would understand that. She has made DEMANDS by means of intimidation through Revdex.com, that we REFUND her service contract costs. Never once did she ask that we meet or beat her alleged bids from other companies. We had no idea that she was getting other bids considering she already had a maintenance program with us, already signed a credit application to purchase a new system which we asked the finance company for $6700.00 according to the original bid. Since she was a maintenance contract customer, she received a 10% discount. Problem is, we have to back out all the service calls, coil cleanings, labor and taxes incurred to date, as well as a $35 processing fee and subtract those from the original total of $493.00. We were out on 10/4/2014 Invoice #8485 was $340.34 for checkup, coil cleaning, and drain cleaning… fees were waived in lieu of service contract @ 493.00We were out on 10/25/2014 Invoice #8565 was $$166.00 to measure metal for job, i.e…. metal stand and sheet metal elbow… fees waived in lieu of pending (unsigned until installation) contract to install of new equipment.There are no monies to refund from original service fee of $493.00 any and all work that was included has to be backed out As much work and time as I’ve spent on this endeavor, She owes US money.[redacted]Founder and CEOPatriot Air, Inc,###-###-####

In an effort to resolve this matter amicably, I have decided to honor Ms. [redacted] original request to refund her money that she spent  towards the service contract. When we were out on October 4th, her bill was $340.34 before we ever offered her a service contract in the amount  of $493. We waived the following fees to put her on a maintenance  program.$39.95 for the service call $151.89 for the drain line cleaning$148.50 for an evaporator coil cleaning. for a total of $340.34There was no misdiagnosis as she claims occurred. We arrived with the unit having a clogged drain line which we cleared. My technician says that  the pan was not cracked at that time. He is prepared to confirm that if necessary. He had all the panels off the equipment and visually saw that the pan was holding water. It just wasn't draining properly. We believe she will continue to have drainage issue of water pooling onto the roof if she hooks the new equipment up to the same condensation drain line.  There were other people on the roof after we left that could have  damaged the equipment as well. Other people that had a vested interest in the equipment being replaced. Given that said, we will honor  her original written request that she made by text message to me which I still have and can provide if necessary, the difference between $493  and $340.34 which is $152.66. There is a $35.00 cancellation fee which is clear and present on the service agreement she signed which brings the refund amount to $117.66. Her service contract is cancelled as of today.We will mail a check in the amount of $117.66 today, Friday, November 28th, 2014.Thank you for your prompt consideration in this matter.[redacted]Founder and CEOPatriot Air, Inc.###-###-####

i'm letting people know how this company treats their customers. they only thing I have to say is when they owner of patriot air tells you to find another sucker there's something wrong they need to have better manners then what they had. don't use them very scary people.

Review: Patriot Air came out due to my central air unit having issues and their tech [redacted] told me the unit was leaking due to the drain being clogged up. He cleaned the unit and unclogged the drain and told me that unit should last easily several more years so I signed a 3 Yr Annual Plan with them. Two weeks later the unit was leaking again. This time [redacted] came out and told me the drain pan was cracked and I needed a new unit. [redacted] then demonstrated he is very unprofessional in not returning phone calls or emails, not coming out when he said, and then quoting me one price verbally and raising the price over $300 on the written estimate that he finally sent me only 5 days later.

I have decided to go with a more reliable company who is honoring their quoted prices for purchasing and installing my new unit. I asked [redacted] to honor his 3 year annual plan or refund me the difference between the original costs and the plan (which depending on taxes should be a refund of $125) and he said he would not honor the service contract under any circumstances or refund the service contract. Based on the email [redacted] sent, I now do not trust him to work on anything at my house for fear he would deliberately sabotage it, so the only option left is to file this complaint in hopes of a refund. If the first employee had correctly diagnosed that the drain pan was cracked I would never have purchased the 3 year plan. I feel that I am not voiding my own contract as [redacted] stated in him email, but that I was mislead into buying a service that they knew I would not be able to use since my unit was in need of replacing, not servicing.Desired Settlement: I would like the refund of my 3 year service plan since they will not be providing the service and I would not have purchased it if it had been correctly diagnosed as a broken machine on the first visit.

Business

Response:

A week ago, we were set to move forward with the installation of a new a/c system on December 8th cause that’s when the ROOFERS would be available. Every time we have spoken to [redacted] about her and her new a/c system, she has stated that SHE needed to get more information from other people ie.. roofers, HOA, friends and family before she could continue with our scheduled installation (December 8th?). First, we were going to put it in before Thanksgiving, later it was the day before Thanksgiving, now she stated the roofer is busy until December 8. We have always been ready to put the unit in TOMORROW. On my first visit to her home, I was just stating facts… The unit did have a cracked condensate pan, there was no way to fix it, and that the unit was NOT going to be "drip free" onto the new roof. She burst into tears saying that she couldn't afford a new roof AND a new a/c system. She just had no money to do it. We needed to get creative and fast. She did qualify for our financing. At no time was she interested at that point in canceling her maintenance program with Patriot Air, WHY? She asked us if there were less expensive systems out there and I said yes, there are. But, you will not be able to pipe the condensation drain down the existing pipe if you change the configuration of how the unit connects to the house. She elected for the more expensive system because the HOA wouldn't allow for the drain to be piped off the front of the home.We have always told her since day one that she needed a new unit and she knows it and has agreed. However, she decided to purchase a service contract to “baby’ it along AND to receive a 10% discount on the new system in the future. Problem is/was that the future came calling when the roofer wouldn't replace the roof with a leaking air conditioner. I know from previous experiences with roofers that if you damage their final product install in any way, i.e.… water pooling onto roof, cutting into foam to install a new a/c system, that they will VOID their warranty of the roof. The only way the roofer would replace the roof was if the a/c system wouldn't leak onto it which was impossible with her current system. I stated to her that if anyone cuts into a new "foam in" roof it will void the warranty from the roofer. So, I said that the air conditioning needed to be changed when/if she redid the roof. She elected to continue to "baby" her old unit as LONG as she could because her priority was to have the ROOF redone because it was leaking and that was ALL she could afford.She had finally made a decision, she had elected to install the more expensive system in order for it to drain correctly per the HOA. I have ALWAYS maintained that her payment was going to be about $75.00 a month for that equipment and she agreed. She even went so far as to call the finance company to confirm her out of pocket costs which they confirmed. I hadn't yet written up a sales slip for the equipment just yet (my mistake) as I didn't quite know 100% which unit we were putting in and when exactly. She was changing things all the time, so I was waiting for the final decision, not blowing her off as she seems to think. A/C Unit pricing changes weekly. Prices go up several hundreds of dollars depending on the supply and the demand. We are an air conditioning company, we put in a/c units. When it’s November 6th and someone says their project isn't until December 8th, then guess what....We are thinking of 30 different projects ahead of that one. At first she was appreciative and unassuming. Then [redacted] became pushy and condescending acting like we had to drop everything and accommodate her requests. Acting like I was out to get her, like I was trying to cheat her. She was getting bad advice from people that didn’t know me or my business. She was fearful I was going to put her in an inferior system.. Fact is, there was only one option to install. The Trane Packaged Over/Under Heat Pump system as agreed.I'm sorry, but we help everyone the best we can.. I'm not concerned really with a project on December 8th when it's November 6th. I know she has insurance people pressuring her to get multiple bids, roofers blowing her off for weeks at a time, her HOA telling her what she can and can't do with respect to the unit’s condensation drain. We never SOLD her a new air conditioner, we advised her that the old one wouldn't stop leaking onto the roof... PERIOD. She BOUGHT and signed, without any pressure or duress, an annual Service Contract from our company to receive free annual checkups and coil cleanings, as well as, receive a 10% discount on the new system when it was required, and to have us maintain the equipment for a period of three years. Patriot Air did agree to perform maintenance of her current system (Goettl Packaged Heat Pump Model #HP361H & Serial #1309008 , respectively) and YES, the contract would transfer to a new unit installed by us, or to a new home in the valley, or a new homeowner. If she'd like to transfer the contract, she is more than welcome to. She is demanding that we continue to maintain a unit installed by a different company than ours; that all the terms and conditions we had originally agreed continue to be met i.e.… free service calls and discounted parts and labor rates. We wouldn’t want any other company touching our new installation, and would expect that they wouldn’t want us to touch theirs. FACT IS, she is in breech of contract by changing the unit we agreed to service which completely makes this a CIVIL matter. Apparently she has found a CHEAPER alternative to our proposal of $6068.95 to finance and replace her current a/c system. She signed a contract with us and there are fees to cancel. If she read the terms she would understand that. She has made DEMANDS by means of intimidation through Revdex.com, that we REFUND her service contract costs. Never once did she ask that we meet or beat her alleged bids from other companies. We had no idea that she was getting other bids considering she already had a maintenance program with us, already signed a credit application to purchase a new system which we asked the finance company for $6700.00 according to the original bid. Since she was a maintenance contract customer, she received a 10% discount. Problem is, we have to back out all the service calls, coil cleanings, labor and taxes incurred to date, as well as a $35 processing fee and subtract those from the original total of $493.00. We were out on 10/4/2014 Invoice #8485 was $340.34 for checkup, coil cleaning, and drain cleaning… fees were waived in lieu of service contract @ 493.00We were out on 10/25/2014 Invoice #8565 was $$166.00 to measure metal for job, i.e…. metal stand and sheet metal elbow… fees waived in lieu of pending (unsigned until installation) contract to install of new equipment.There are no monies to refund from original service fee of $493.00 any and all work that was included has to be backed out As much work and time as I’ve spent on this endeavor, She owes US money.[redacted]Founder and CEOPatriot Air, Inc,###-###-####

Consumer

Response:

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.His response is dealing with his visit and him expecting me not to get more than one bid on a big project like this and being upset that I did not go ahead with his company for install because I received a better bid that was over $500 less than his. This is not the issue at hand. My complaint is about the fact that his employee on the first visit to my home (not his first visit) said that my central air unit was fine and would last me several more years, which is the only reason that I bought the 3 year contract for a service plan that he now will not honor. I believe that I should be refunded for that service plan since it was his employee that mis-diagnosed my unit and talked me into the service plan, trying to apparently entrapt me into some sort committment to buy a machine from them when I had to have them come back out just a couple weeks later for the exact same problem his employee supposedly fixed.

Regards,

[redacted]

Business

Response:

In an effort to resolve this matter amicably, I have decided to honor Ms. [redacted] original request to refund her money that she spent towards the service contract. When we were out on October 4th, her bill was $340.34 before we ever offered her a service contract in the amount of $493. We waived the following fees to put her on a maintenance program.$39.95 for the service call $151.89 for the drain line cleaning$148.50 for an evaporator coil cleaning. for a total of $340.34There was no misdiagnosis as she claims occurred. We arrived with the unit having a clogged drain line which we cleared. My technician says that the pan was not cracked at that time. He is prepared to confirm that if necessary. He had all the panels off the equipment and visually saw that the pan was holding water. It just wasn't draining properly. We believe she will continue to have drainage issue of water pooling onto the roof if she hooks the new equipment up to the same condensation drain line. There were other people on the roof after we left that could have damaged the equipment as well. Other people that had a vested interest in the equipment being replaced. Given that said, we will honor her original written request that she made by text message to me which I still have and can provide if necessary, the difference between $493 and $340.34 which is $152.66. There is a $35.00 cancellation fee which is clear and present on the service agreement she signed which brings the refund amount to $117.66. Her service contract is cancelled as of today.We will mail a check in the amount of $117.66 today, Friday, November 28th, 2014.Thank you for your prompt consideration in this matter.[redacted]Founder and CEOPatriot Air, Inc.###-###-####

This company was referred to me by my warranty company. They called and I scheduled an appointment to have my A/C unit checked. I scheduled an appointment on a Friday from 12-3. I asked for a call an hour ahead of time so that I could meet the technician at my residence. I called at 2pm just to check the ETA and when [redacted] answered he had every excuse in the book from they had a big job come up to his dog was getting neutered and he could not make the scheduled time. When I told him I was going to cancel and call my warranty company to reschedule with another vendor, [redacted] got argumentative and hung up on me. BEWARE OF THIS COMPANY!!!