People's Choice Heating & Air Conditioning Inc.

To Whom it may concern,Mr. [redacted] picked up the refund check of $300 and his parts yesterday 1-11-2018. I hope that we can now close this matter. Thank you[redacted]Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

02-12-2018 To: Revdex.com Re: [redacted]
       [redacted]        Harvey IL, 60626        Id# [redacted]
To Whom it may concern,   Our technician [redacted] was dispatched to above customer’s rental property on 12-20-2018 and found that the smart valve (Honeywell gas valve) and the ignition coil were faulty. He gave them a quote on the repairs.  He also recommended replacing the furnace due to the poor shape of the system.  The customer wanted us to do the repairs and we had to order the parts. [redacted] returned on 12-21-2018 and did the repairs and charged the customer $821.85.  On 12-26-2018 our technician [redacted] went to the property due to no heat. He advised customer that the furnace was not worth putting any more money or parts on it due to the condition of the unit. She agreed to install a new unit if we would deduct the cost of repairs (we did).  We brought the new furnace the same day to get her in temporary heat and told her we would have to come back to complete the job and that the office would contact her as to when. She paid the amount of 2379.00. We had to turn the valve off to the water heater until we could come back and finish the metal due to combustion reasons.  On 12-28-2018 we returned to the property to finish the job.  After the installation she contacted this company saying that there is a gap above the plenum and that she is not happy with and the metal work. I personally spoke to Ms. [redacted] and told her that I would come inspect the job. I went to the property on 1-10-2018 with an installation crew and had them raise the plenum to close the gap and installed a filter slot for the filter. (she recognizes this on her response to the Revdex.com dated 1-18-2018).  A counter flow furnace is a multi position furnace that can be used as a down flow or horizontal furnace (we left the manual that came with the furnace from the manufacture).  As far as the gas leak repair, we never touched any of the water heating gas pipe (I would still like to see the copy of the gas company ticket).  I feel that we have taken care of Ms. [redacted]’s concerns in the complaint, however to try and satisfy the customer and resolve this complaint I will be willing to refund $500.00 from the original charges and an additional $340.00 for the gas leak repair even though I do not feel that the gas repair has anything to do with us (for a total of $840.00). We also will no longer contact Ms. [redacted] in no way other than email. I feel that this is a very fair offer, and it address all 4 of Ms. [redacted]’s requests on her latest response dated 2-5-2018 . If Ms. [redacted] is expecting more of a refund than this, I will be requesting for her and I to meet at the Revdex.com mediation office to try to resolve this.     Regards, [redacted]

To Whom it may concern,  People's Choice did install an air conditioner for [redacted]. After installation Mr. [redacted] contacted this company with concerns on the physical size of the evaporator coil that was installed. I explained to Mr. [redacted] that even though it is physically...

smaller it is still the same size in regards to BTUs and tonnage. More recently (December 15, 2015) I had spoken to Mrs. [redacted] and she addressed the same concerns. She told me that she feels the unit is running nonstop and not cooling as good as the previous unit. I told Miss [redacted] that we would come out in the spring as soon as the weather warmed up to do a very detailed inspection of the system and its performance. She agreed and I told her that I would email her a statement with our intentions. I did send the email on December 17, 2015. If something is wrong with the system that we put in and it is not performing properly we will most certainly resolve the problems as the system has a warranty not only by the manufacturers but also with this company. Unfortunately we cannot do any diagnostics on the unit during the winter as running the system in these cold temperatures could actually do damage to the compressor and we would not get proper readings on our gauges.  I do feel that one of the more serious concerns for [redacted] is the brand of the coil (ADP). Even though we did not agree to install a [redacted] evaporator coil in the contract the representative that sold them the system did not specify what brand it would be. In light of that, and in efforts to resolve this issue we will be willing to install a [redacted] coil at [redacted] property in the springtime when the weather warms up. We will also start our warranty from the date of coil installation in the spring. As stated above we will also do a very detailed inspection of the whole system to include but not limited to air temperature differentials, freon pressures and overall performance of the new air-conditioning system. As for the serial number being wrong, that has already been fixed with the manufacturer and we should be getting something back from them within the next couple of weeks with the correction.I hope that my offer helps resolve the situation and I thank you in advance for any assistance you can give in this matter. Please feel free to contact me at the number below or email me with any questions that you may have.Sincerely,[redacted]Peoples Choice Heating And A/C Inc.[redacted]

To Whom it may concern,  Peoples Choice has done all work that we were hired to do September 6, 2015. Although [redacted] feel that we are disingenuous I can assure you that we are not. [redacted] satisfaction is very important to us and although we have different opinions on this, this company has been and will continue to work very hard to resolve this issue and satisfy [redacted]. On a letter dated November 17, 2015 Antonio [redacted] asked for the following, and I quote "we are asking that your company immediately replace the ADP coil with a compatible [redacted] coil and provide us the appropriate model and serial number to function optimally with the installed [redacted] outdoor unit." end quote.  As I stated in my previous response we are willing to install the [redacted] coil as per Mr. [redacted] request and we have already fixed the serial number issue as you can see from their last response. As far as inspecting this system during the winter months in cold temperatures I stand behind my original statement. The air conditioner should not be ran during these temperatures as I feel it can do damage to the compressor and we will not get true readings on the head pressures. We also would not be able to get an indoor outdoor differential temperature. If [redacted] would like and to show good faith I would be happy to install the new coil immediately and come back in spring to do a start up and full inspection.   In a effort to try to resolve this complaint I stand by my previous response and again tell you that I am willing to install the coil that Mr. [redacted] is requesting and I will do a complete and thorough inspection on the whole system in the springtime. I will also add an additional 4 years on labor warranty to give the customer a total of 5 years by this company. As you can see by Mr. [redacted] most recent response to this complaint is that he feels that we are disingenuous and have shown him a lack of customer care. I can assure you that every time Mr. Mrs. [redacted] contacted this office we have tried to the best of our ability to handle their concerns and resolve their issues. We are complying with all of the request of Mr. [redacted] had sent us in a letter dated November 17, 2015 and then some. I appreciate any help you can give in resolving this matter and I I am open to any suggestions in trying to resolve this matter.  Sincerely,[redacted]Peoples Choice Heating And Air[redacted]

Complaint: [redacted]
I am rejecting this response because: The company has still not returned my parts and my deposit after almost 3 weeks. I have called several times and left several messages and have not received a response from [redacted]. Also, their version of the events were incorrect. This is what happened   (paid deposit of $300 (cash) on Thursday 11/16 to [redacted] he took parts and totally disabled furnace boiler) we scheduled job for Monday. Monday 11/19 came and Technician [redacted] called at 2:45 pm and said that he still didn't have the parts (after 3 days). Technician then said that he will be there the next morning (Tuesday) between 10-1.  1 pm Tuesday comes and no technician or call. 4:45 technician text saying that he had an emergency with a chimney and he would call or come shortly. Technician then calls 3 hours later at 8 pm saying that he's trying to gain access to the unit. I told him that I had left so he said that he could come the next morning  (Wednesday) between 10 and 1. I then told him that while waiting for him I called around and found out that the Job was over priced ($1300) and that I could get it done for less($750). He said that he would call his manager and see if he could get some taken off. He called back and said that his manager would take off $150 so I reluctantly  agreed that he should come the next day between 10 and 1.     1 p.m. the next day  (Wednesday) comes and still no technician. He texts me at about 1:30 saying that he got off to a late start he should be there between 45 minutes and an hour. After waiting for almost 6 hours, at 7 p.m., (and after being lied to for 3 days,) I decide that I will go with someone else. At 7:15 Technician  texts saying   that he's finishing up somewhere else and that I better respond before he gets another emergency call and I have to wait again! How professional is that! After having my family go without heat for Thanksgiving I have my wife call the manager of "Peoples Choice" [redacted] on Saturday 11/25 to get my parts and my deposit back and he rudely tells my wife that he cannot give us cash and we have to wait until Monday to get our deposit and parts back. He ([redacted] then tells us that he will mail our parts and deposit, (that was 3 weeks ago and still no parts or deposit!). I have text messages and phone logs to corroborate these events.
Sincerely,
Shawn Coy

Send my original parts! I will not be incovience not another minute by your company! I will not travel to retrieve my parts! Keep in mind that your company is the cause of this situation, and it has taken you 3 months to fix it! We are waiting on our parts.I will go to my property and check for this so called letter from ups.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/26) */
To Whom it may concern,
In efforts to resolve this complaint we have installed the draft inducer at no charge to the customer. Please feel free to contact me with any questions.
Regards,
[redacted]
Peoples Choice Heating and...

A/C
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THE BUSINESS CLAIM THAT THEY SENT A REFUND TO ME THROUGH THE MAIL OUT ON MAY 22, 2015 OF THE AMOUNT THAT THEY CHARGE ME ON THE INSTALL. IT IS JUNE 2, 2015 AND I STILL HAVENT RECEIVED MY REFUND THROUGH THE MAIL AS PROMISE. I CALLED THEY TOLD ME THEY SENT IT OUT ALREADY AND I WAS TOLD TO CALL BACK ON THE JUNE 2, 2015 WHEN THE PERSON WHO HANDLES THAT GET BACK INTO THE OFFICE .
Final Business Response /* (4000, 9, 2015/06/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
We replaced the part and mailed the refund check on May 22nd 2015, according to customer check didn't reach them, but it never came back to the office either, so we issued another check and per Mr.[redacted]'s request, he came and picked it up on Saturday, June 6th

A check in the amount of $300 (full refund) was mailed to the customer at [redacted] Chicago IL, 60628 on 12-27-2017 by certified mail (usps tracking [redacted]). I entered the tracking # on the [redacted] website and it states that they tried to deliver the item on 12-29-2017 and no one was there to sign for it, they left notice on door for customer to contact post office for redelivery.As far as the parts, I would like the Revdex.com to help mediate the return. I would be more than happy to drop them off at the Revdex.com mediation office where the customer can pick them up.

Complaint: [redacted]
 
I am rejecting this response because:On January 27,2018, People's Choice called me asking what to do to resolve the situation. Recounting all I had been through I stated I did not know. I asked what would he suggest, how could they resolve it and what would he do if he were me. He did not answer. He continued to ask what to do. I stated the whole situation was so upsetting that I could not discuss it at that time. I explained I had to end the call because I was trembling, nauseous, my voice was quavering and I had begun to cry. People's Choice has so enraged me. I want the matter resolved as follows:    1. Provide a correct manual. My receipt says ' install counter flow furnace', yet the manual given is for 'UPFLOW/DOWNFLOW/HORIZONTAL 80% GAS FURNANCES'. Page 6 instructs filter installation. It is nothing like what People's Choice did. I believe I was given the wrong manual. Please mail the correct one. 2. Reimburse what People's Choice charged for labor. The techs continually did things incorrectly, left me days without heat, one day no hot water, say they were coming, but didn't, became increasingly rude, unprofessional and  profane, and totally incompetent. 3. Reimburse $340 I had to pay to correct gas leak . [redacted] ticket states : leak on 3/4 x 1/2 coupling above hot water heater'. Vendor receipt states: gas leak from furnace to hot water heater. Never had an issue with hot water or  gas leak until People's Choice did work in my home. Finally,  all future communication from People's Choice be electronic; email ([redacted] @yahoo.com), text ([redacted]), [redacted] messenger ( as before with [redacted].
Sincerely,
[redacted]

To Whom it may concern' As I stated before I would be more than happy to refund the $300 and return her parts. As soon as she confirms that this will resolve the matter I will contact her and schedule a time when she will be home to drop off the parts along with a check. Once again thank you for any assistance in helping us with this matter.

To Whom it may concern, Mr. [redacted] contacted this company because he was having heating issues. We gave him a quote to replace the pump and circuit board on 11-16-2017 and he agreed to have the work done and gave a $300.00 deposit. He asked if we could come back the beginning of the following week...

as he needed to come up with the rest of the money. We scheduled to come out on 11-20 after 4:00PM, we contacted Mr. [redacted] close to 8:00 PM and he said it was to late. On the 21st the technician tried contacting the customer and got no answer. Mr. [redacted] contacted us at around 8:00 PM and asked if we could drop the price, we did drop it $150.00. We scheduled to go out on 11-22-2017 to do the repair, we got no answer again. On Saturday 11-25-2017 Mrs.[redacted] contacted me and wanted to cancel the job. I told her that, that would not be a problem and I would have her old parts returned and I would have the book keeper send a check to her on Monday. She got upset and insisted that I give her cash and not a check. I explained to her that the cash was already deposited and our employees do not carry company money. She continued to insist on us bringing her cash back. I will be happy to refund Mrs. [redacted] by the way of check and return her parts to resolve this matter.Mrs.[redacted] has made false statements in her complaint: On the scheduled day we called and Mr. [redacted] said it was to late (she stated we did not call or show) I have records to prove this. This company is located at [redacted]e Oakforest, IL, 60455 as stated on the work order that she received (she stated that we do not have a true location).Thank you for any assistance in helping us resolve this matter.[redacted]

Initial Business Response /* (1000, 5, 2015/09/19) */
To Whom it May concern,
There must've been some confusion when our technician spoke to Mr. [redacted] regarding the power going to the furnace. We have since sent a technician to the home and he has replaced a transformer. The furnace is now up...

and running properly and I hope this satisfies Mr. [redacted]'s concerns with this company. Please contact us with any other questions you may have.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

To Whom it may concern,We have been trying to work with Ms. [redacted] and the manufacture in regards to getting the unit fixed. There is a part on order that should be in today that will repair the unit. Once the part arrives we will contact the customer and schedule a day to install it. I know she...

feels we are blowing her off however we are working very hard to resolve this matter. Even though her labor warranty is up we are in good faith doing this repair at no charge.

Complaint: [redacted]
I am rejecting this response because: It has been over a month and this company still has possession of my parts, and they have made no attempt to return my refund. This company has illegally held on to my parts and my $300 refund. It is evident that from the beginning Peoples choice did not have good intentions, furthermore, they have had many opportunities to refund my money and return my parts they do know my address, however they refuse to do either. It is also evident considering 1 month has passed, they peoples choice has made no attempt to contact myself or my wife by phone to settle this matter, Lets keep in mind that that was definitely an option. This matter will not be resolved until I have possession of my original parts( I do have pictures of my original parts and serial numbers) and my refund of $300. I have already be defrauded by this company, I refuse to allow it to happen again. Thank you Revdex.com for your time in this matter, Happy Holidays.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted] and his crew returned to my home on January 10th...

(after first going to the wrong address, mind you). He agreed the furance was improperly installed and needed to be corrected. When he left, he told the technician he wanted the work performed “perfectly” and completed that day. One of our major complaints was that People’s Choice detached part of the furnace from the ceiling, leaving a hole in the ceiling. However, the technician in the home that day first tried to get around fixing their error. He said he could not close the hole over the furnace, as it was closed before People’s Choice ever showed up, based on his measurements. We pointed out that just meant his measurements were clearly incorrect. Finally, he asked with a huff if we wanted him to redo the work. Obviously he said yes and ultimately corrected the error. Then he informed us he was through with the job. Upon our inspection, we inquired about the furnace filter: where did it go? What size? The technician shuffled his feet and sheepishly removed the furnace cover and pointed out where to put the filter. But alas, the was no filter. When I complained, he stated “maybe” he could return “tomorrow.” I declined and called People’s Choice and explained the new fiasco, refusing to wait another day for such a simple thing. The People’s Choice employee who answered the phone told me they were too busy to do the job that I paid for. He said they were trying to service people who were without heat, so they took priority over me. It was over 30 degrees that day. Meanwhile, People’s Choice left me without heat for four days after I paid them, days of single digit and 0 degree weather. So no, I was unwilling to wait until “maybe tomorrow” for my installation to be completed while they serviced other customers. Finally, the technician went to a hardware store and bought back furnace filters. He showed me how to install them, a bizarre method that entailed folding, and shoving the filter up the chute. I thought it was weird, but I figured they were the professionals, and considered the job done. Well, lo and behold, the filter fell out of the chute, and kept falling. There was nothing to support the filter, to keep it from falling when the furnace blower was on. There was no filter shelf. I had to call these people again, to get a proper filter shelf installed. At this point, I was completely disgusted with this company and had no confidence in the work they performed. I literally feared for my life, unsure if due to their shoddy work, the furnace would explode or poison me with carbon monoxide. People’s Choice returned to my home on Jan. 15th to fabricate the filter shelf they neglected to install. It was the same technician from before, and he was again incredibly rude.. About halfway through the process he told me the filters he had provided during the previous installation would be the wrong size for the shelf. I said “then I guess you better get the right size.” He objected saying he had already provided filters. This was unacceptable, as what good are filters that don’t fit the furnace? He continued to object, so I ended the conversation to call [redacted] to get the situation resolved.While I was getting [redacted]’s contact information, the technician was stomping around my kitchen and cursing me. He said “maybe if you had asked nicely,” and “I don’t have to do st.” The technician’s violent stomping and profanities made me feel threatened and unsafe in my own home. Imagine being a woman stuck alone in a house with an angry, violent male stranger. At this point, I just wanted these people out of my house as soon as possible.  I called [redacted]. He called the technician and instructed him to provide me with the proper filter. While on the phone with [redacted], the technician called me “ignorant.” Not only was this incredibly rude, it was clearly racially coded language. It is what racist people call African-Americans when they don’t want to use more vulgar slurs. The technician provided a filter for the “shelf,” which is simply a crudely cut hole in the side of the furnace. It looks exactly like what it is: an ugly, slapdash quick-fix to a problem they created by their lousy installations. If we had not asked, they would not have even shoved the first filter up the furnace chute, and would have left us with a furnace with no filter at all.  Because of the poor service and shoddy work of People’s Choice, I had doubts about the integrity of the furnace and the installation. I had absolutely no confidence that I was safe from leaks or explosions. So I contacted [redacted], my natural gas provider, to check for leaks. [redacted] inspected my home that very day and there was indeed a leak. [redacted] immediately shut off the gas to my home and would not turn it back on until the leak I had the leak repaired. They were able to pinpoint the location of leak to a pipe next to the water heater. I did what I dearly wish I had done when I first had trouble with my furnace -- I contracted a different heating and air company. They, thankfully sealed the leak and [redacted] restored my gas service. And that is not even the end of the nightmare of dealing with People’s Choice. Turns out the manual People’s Choice provided is not the manual for the furnace they installed. They have given me a manual for a furnace of a completely different design by a completely different manufacturer. So I still do not know how to operate my furnace, nor do I know the model number. At this point, I am left to wonder if People’s Choice are simply predatory when doing business with black, female senior citizens, or if the are just generally incompetent, especially in comparison to the work they performed for me in 2015.  I also wonder if their technicians are truly competent, trained and licensed. I have no confidence that this furnace was installed properly or if it is safe to operate. I already know People’s Choice left me without a gas leak, but what about carbon monoxide? What about the electrical work? I don’t know and I will have to pay more money to find out. So no, I am not satisfied with the company response. 
Sincerely,
[redacted]