I apologize if you feel the issues were not resolved Please call or text our General Sales Manager in Port Lavaca [redacted] at [redacted] to see if there are any other resolutions to be made I believe he worked on the deal for you at Port Lavaca Dodge originallyThanks [redacted]
Complaint: ***
I am rejecting this response because:
They did not resolve the issue and I did not get out of the unwanted vehicle I was paying $a month forI would not recommend this dealership to anyone.
Regards,
*** ***
January 2, 2015Re: complaint ***To whom it may concern,This letter is in response to the above mentioned complaint sent in from Mr*** on December 23,Thank you for bringing this concern to our attention and as always we welcome the opportunity tocorrect what we may have caused.We have
no discrepancy in regards to the dates mentioned and the situations that arose and thisincludes the issue mentioned from as well as December 2b, We have worked diligently toprovide well established procedures to prevent these types of occurrences and I apologize that we leftMr*** without heat after the recent service, unfortunately these things will happen from time totime and what we do is try and have the best practices possible in place to reduce them from occurringand to respond as quickly as possible when they do.The disconnected sensor mentioned by Mr*** is unusual because the final steps of a furnacemaintenance is to operate the furnace before we leave to verify proper operation and measuretemperatures once the calibrations were completedWhen Mr*** called us back to tell us thefurnace was not working he was told that there would be no charge to come back out, however if therewere any faulty parts that those could be chargeableAn appointment was scheduled to come back thatevening at no charge and arrangements were made, however minutes after the appointment wasmade Mr*** called back to cancel indicating that he had gotten the furnace workingOur warrantydoes provide a no charge return trip for days after service just in case of situations like this, howeverthis was not necessary as Mr*** did cancel.Our representative who handled Mr***'s phone call could have made a better effort to clarify thewarranty as well as placing a higher priority level on the urgency of the situation and made attempts toresolve this soonerI am not satisfied with how we handled that phone call and I apologize for that.As a courtesy and as an apology we would credit the cost of the furnace maintenance which was$119.00+ tax, however the balance of what was paid was to work on the gas fireplace and that isseparate from this complaintThe fireplace was serviced and the necessary repairs were declined by Mr.***.If this is acceptable please let us know as soon as possible and we will credit back the $119.00+ tax andwe will be reviewing this with our staff.ISAAC Heating & Air Conditioning, Inc.I do apologize for any inconvenience and we strive to provide the best service possible and we arealways available to work with our clients if something like this were to occurIn the end we had anunsatisfied client and that is something that I take very seriously and I would invite Mr*** tocontact me directly at *** x if he would like to discuss the matter further.Yours in service,Isaac Heating & Air Conditioning Inc.*** ***VP of Operations
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
I am sorry that Mr. [redacted] does not agree and that is his option, but these issues are related to problems with his boiler that are the result of a lack of annual maintenance and to place that responsibility on our company is very unfair. As to shady business practices, that is not, never has been and never will be how we operate. We were called to his home after the rotted flue pipe that he was replacing on his own crumbled into the boiler at which time the client knew this was beyond them and contacted Isaac Heating, a rotted flue pipe is a sign of a significantly neglected system. We have spent a tremendous amount of time, money and resources to determine the issue with his boiler and to ask for a full refund is not reasonable. We have refunded the amount promised and while it may not have shown on his card as of yet, we have promised and will deliver on that because we stand behind what we say and do and we always have. If the boiler was not leaking prior to the initial repair there would have been no reason to suggest replacing the boiler, the fact that the leak developed after the repair, because of the lack of maintenance the previous 8-9 years is an unfortunate occurrence, but one that we could have never predicted. Turning this around, if our technician had suggested replacing the boiler instead of making the repair and the client chose to call someone else for an estimate, they would have looked at the system, quoted $1200.00 to fix it and called Isaac crooks and we would be getting the same complaint, just worded differently. We didn't cause the leak and we didn't cause the issue, yet we are refunding 75% of what the client spent, and taking a financial loss much greater than the client, those are not the practices of a shady organization. There is nothing more that we can do to resolve this issue other than refund the $1200.00 that was promised which Mr. [redacted] will be able to put towards a new boiler. As a Certified New York State Environmental Systems Servicer for the past 23 years, I can tell you that I would not have been able to predict this was going to happen to his boiler, but it did. Respectfully, Eric Knaak
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. Regards, [redacted]
Complaint: [redacted]
I am rejecting this response because:they are lying I have a witness that was with me I wouldn't of made the deal if they weren't gonna pay my previous car.I didn't expect them to say they stole money from me I thought that's why you were there.it's ashamed a multi million dollar business has to lie in order to get someone to buy a car.I had no reason to get rid of my old car I loved it.They will pay in the long run more than I lost believe me.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I will state again that my system was fully operational at the time of the original call for service as well as for the initial visit by the technician. I did not call Isaac because my system did not work. I called Isaac because I wanted to get the annual maintenance service as required by my warranty. The A/C was cooling not only well, but very well at the time I requested annual maintenance. I had been using the A/C as much as I needed to so far this year and was happy with its performance. Isaac's claim that the system was inoperable at the initial visit, or at any point during the visit, was simply not true. The system continued to work very well even after Isaac insisted my coil was defective and had a valve stuck. I had my system evaluated by an independent HVAC professional. My system was deemed in perfect operating condition after Isaac deemed it inoperable. Isaac is not telling the truth. As to being contacted by anyone from Isaac, that is also not true. I have no record of receiving any calls. I have no messages. I received no emails. Regards, [redacted]
What occurred is very unfortunate and has created a situation for the [redacted] family that could have easily been avoided and we do apologize for any inconvenience and we will rectify this situation to the clients satisfaction.When the original call was placed by Mrs. [redacted] the person who scheduled the...
call from our organization did not ask t if they have a fuel oil system or natural gas which they should have and for that reason an oil technician was not dispatched. We have a number of oil trained and certified technicians, however not all of our technicians are fully trained on oil as it requires special training, tools and inventory. The technician who arrived has had the basic oil training and wanted to take care of the client and not create a situation where they needed to go through rescheduling , unfortunately his efforts and desire to help were stronger than his oil knowledge. He was able to make repairs and make the unit operational so that the client did have heat.When our office called the client to follow-up a few weeks later we were made aware that the client had a concern and this concern was escalated to a Supervisor. The supervisor failed to call the client back, the team member who spoke to the client and promised a call from a supervisor did their job properly and it was the supervisor who made the mistake. It was not that the concern was ignored, it was something that the supervisor never got to that day and from there is was forgotten. The supervisor was extremely apologetic and feels badly that this has happened but there is no excuse, we made a mistake and we are sorry.We would appreciate the opportunity to make this right and I can assure the [redacted]s that a certified and capable oil technician would be sent, that their account has been classified as an oil system now that we are aware and that we are capable of rectifying this situation.I do apologize and will await their response, if the only desire is refund indicated we would do that as well, however we would like to make the system whole again.Thank you,Eric [redacted]VP & General 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. Regards, [redacted]
I apologize if you feel the issues were not resolved. Please call or text our General Sales Manager in Port Lavaca [redacted] at [redacted] to see if there are any other resolutions to be made. I believe he worked on the deal for you at Port Lavaca Dodge originally. Thanks [redacted]
Good morning [redacted], The complaint showing closed but unresolved was handled. We met with the customer in person and on the phone to resolve the situation. I don't remember everything considering our General sales manager handled it from there, but I believe we got them out of that...
We are sorry that Ms. [redacted] is having issues with her heating and air conditioning system and as she had mentioned we would be able to send someone out and that there "might" be a charge for those services. Because the furnace is used when the system is cooling as well as when it is heating there is...
a possibility that the rattling sound is related to the use of the air conditioner over the past 6 months. If the rattle is related to the maintenance we did on the furnace we would cover it, we always would do that and if it is not related there would be a charge for coming out and repairing whatever was making the noise. This was fully communicated as evidenced by Ms. [redacted] letter and we would still offer the same resolution, we cannot warranty a clients system if we are not responsible. Please contact our office again at [redacted] to arrange a return trip with the understanding that if the noise is related to the work we performed 6 months ago that we would cover it and if not there would be an $89 service fee plus repairs. Thank you, Eric [redacted]VP & General Manager
The client is correct that he was charged a service fee as well as the cost of maintenance for the recent visit. When the client contacted Isaac Heating it was because the furnace was blowing cold air, it was not to schedule maintenance and they wanted a technician to come out and diagnose and...
resolve the issue. They were quoted a service fee, although they were quoted the $89.95 fee for gas furnaces and not the $119.00 fee for oil furnaces which require specialized technicians. The technician discovered that the furnace was not operating correctly because the furnace had not had maintenance performed in 13 years and it is clearly stated in the homeowners guide that maintenance should be performed every year. Performing the maintenance was the suggested maintenance to correct the issue which was related to a partially plugged heat exchanger due to a lack of maintenance.Isaac did install the furnace in 2004 and the client has been sent numerous newsletters over the years indicating to have the annual maintenance performed. We would not have known at the time that the client called us that the issue was maintenance related because we have not worked with them in 13 years and when a piece of equipment is not working there is always a service fee to determine the cause. If the client had called for maintenance they would have been scheduled for late May, as this is where we are currently scheduling maintenance so they would not have received immediate service. Also, when a client calls to schedule maintenance the maintenance fee applies to a system that is operating when we arrive, so had the client scheduled a maintenance visit, once we arrived and discovered that the system was not operating properly they would have been quoted an additional $119.00 service fee to diagnose the issue. In this situation the client paid the same as if they had called us for maintenance so they were charged properly.This is not a problem that we created. The client, after 13 years of no service called us with an issue that we resolved properly, timely and professionally.This call was handled properly and while we are sorry that the client had these unexpected expenses it is beyond our control.There will be no further refunds or discounts,Eric K[redacted]VP & General Manager
It has been explained to Mr. [redacted] that the value of his trade in was not determined by what he had owed on the car. The loan on the car was paid off in his transaction and the actual cash value was disclosed. One of the requirements in a transaction is a document that states Texas Disclosure of...
Equity in Trade-in Motor Vehicle which shows the negative equity that Mr. [redacted] had in his car, which he did sign. The dealership is not responsible for the negative equity and will not take any further action.
Dear Sir / Madam: Our company was contacted by the client to perform annual maintenance on the air conditioning system. Upon arrival it was determined right away that the system was not cooling at all and this was verified by taking baseline temperature and refrigerant pressure measurements which...
are always done before the maintenance is performed in the event that there is a pre-existing condition. Because we were now dealing with a non-operable system the price to look at the system should have been quoted at $89.00 for a service fee as opposed to $99.00 for the annual maintenance since we cannot do maintenance on any non-operable system, therefore I do agree that we did overcharge the client $10.00 which we will rectify. The system discharge temperature was 70 degrees, which is the same temperature as the system intake air temperature meaning that the system was not cooling the air at all. The clients letter indicates that it seemed to be working fine prior to our arrival, however we clarified before beginning any work that the system was not cooling at all. All indications were that the system was low on refrigerant and since this is a sealed system which should never leak the only determination is that the system had a leak. Knowing that we had a leak int he system, the location of the leak had to be determined and this was quoted at a cost of $139.00+ tax to which the client agreed. The leak search was performed and the leak was found at the brazed fitting at the outdoor condensing unit. The client was quoted $651.24 including tax to make the repair at this fitting to which they agreed. The leak was repaired and the system was now recharged. It is important to note that this particular system requires 58 ounces of refrigerant and that before making the repair we had to remove the old refrigerant from the system and in doing so only measured out 48 ounces so the system was about 20% undercharged which would prevent it from doing any cooling. Now that the system was properly charged we were able to operate the unit and upon doing so discovered that the thermostatic expansion valve (TXV) on the indoor coil was not responding, keeping the system from metering refrigerant flow and preventing cooling. The TXV is a mechanical device that is basically a piston and a valve that opens and closes to meter the flow of refrigerant and sometimes these valves will stick and sometimes they will un-stick on their own.This particular system has a TXV that is integrated into the coil, therefore the solution was to replace the coil and we were able to offer this under warranty as the TXV has a minimum 5 year warranty, depending upon the model. The client was quoted $422 for the new coil.In the meantime the client chose to call another person to look at the system and at that time the TXV was not sticking as it had been and the system was now operating properly. Had Isaac replaced the coil we would have had to return the part to the manufacturer for warranty validation and had it not been faulty we would have been denied warranty and would have had to pay for the coil, so it was in our best interest to be accurate with our diagnostics and based upon the temperature and pressure readings taken after the leak was repaired the system did have a TXV that was non-operable at that time. The client was quoted for a refrigerant leak and a leak was foundThe client was quoted for a leak repair and the leak was repairedThe client was quoted for a new coil however it was never replaced and they were never charged, therefore I do not understand the reason behind their request for a refund. The work paid for was all performed and the coil was currently un-stuck which is good news, although likely not a permanent solution and we would urge the client to have the coil replaced while it is still under warranty.There was also mention that our office failed to return calls to the client, however our Technical Leader Craig K[redacted] did call and leave messages on 6/24 and again on 6/25 and a return call to him was never received.Please advise as to how we should proceed and once determined I will process for the $10.00 + tax overcharge on the initial callYours in service, Isaac Heating & Air Conditioning Inc [redacted] Kn[redacted] VP & General Manager
I have had Isaac to my home 4 times in the past 2 years. Each time I expressed my desire to fix everything lets replace things so I don't have another issue. This valve which was the initial cause of my problem could easily have been replaced when the one right next to it was. They...
seem to want to do just enough so the visits keep recurring
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The price I was quoted was over 400 dollars. I looked up on line and the price of the same part...same brand was 70 dollars. The technician took roughly an hour to install this part. I understand profit and overhead mentioned by Issac in their response. Im a professional engineer...so my company has all those expences when they bill for my work...Im billed at 125$/hr...... This workman without my education..(.and likely experience evidenced by his needing to call his superior a number of times for advice on installing this valve) was billed out at over 300$/hour . No need for further response I will be taking my business elsewhere 1 final comment when I googles Issac during this repair it did come up that their president or some such was stating on some news letter how high their profit margin was with their new billing system...great
Regards, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Isaac indicated in their response that they had notified me numerous times about getting the furnace cleaned. I have never received any notifications from them over the years. If I had received a notification, I would have scheduled a cleaning. When I called for service, and if they had told me that the furnace hadn't been cleaned in 13 years, I would have scheduled a cleaning, since I didn't need heat right away because the it was spring. Their policy of charging for a service call if the furnace is not working is not fair to the consumer. I don't recall anything in the paperwork that I received from them indicating this policy. Also this policy was never told to me when I called for service.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am STILL waiting for this business to call me to set up a resolution. They have several phone numbers and I have received zero voicemail messages at this point. Again, I find it surprising that I am paying for a service contract and can't get a reply without going through the Revdex.com. Thank you for your help.Regards,[redacted]
I apologize if you feel the issues were not resolved Please call or text our General Sales Manager in Port Lavaca [redacted] at [redacted] to see if there are any other resolutions to be made I believe he worked on the deal for you at Port Lavaca Dodge originallyThanks [redacted]
Complaint: ***
I am rejecting this response because:
They did not resolve the issue and I did not get out of the unwanted vehicle I was paying $a month forI would not recommend this dealership to anyone.
Regards,
*** ***
January 2, 2015Re: complaint ***To whom it may concern,This letter is in response to the above mentioned complaint sent in from Mr*** on December 23,Thank you for bringing this concern to our attention and as always we welcome the opportunity tocorrect what we may have caused.We have
no discrepancy in regards to the dates mentioned and the situations that arose and thisincludes the issue mentioned from as well as December 2b, We have worked diligently toprovide well established procedures to prevent these types of occurrences and I apologize that we leftMr*** without heat after the recent service, unfortunately these things will happen from time totime and what we do is try and have the best practices possible in place to reduce them from occurringand to respond as quickly as possible when they do.The disconnected sensor mentioned by Mr*** is unusual because the final steps of a furnacemaintenance is to operate the furnace before we leave to verify proper operation and measuretemperatures once the calibrations were completedWhen Mr*** called us back to tell us thefurnace was not working he was told that there would be no charge to come back out, however if therewere any faulty parts that those could be chargeableAn appointment was scheduled to come back thatevening at no charge and arrangements were made, however minutes after the appointment wasmade Mr*** called back to cancel indicating that he had gotten the furnace workingOur warrantydoes provide a no charge return trip for days after service just in case of situations like this, howeverthis was not necessary as Mr*** did cancel.Our representative who handled Mr***'s phone call could have made a better effort to clarify thewarranty as well as placing a higher priority level on the urgency of the situation and made attempts toresolve this soonerI am not satisfied with how we handled that phone call and I apologize for that.As a courtesy and as an apology we would credit the cost of the furnace maintenance which was$119.00+ tax, however the balance of what was paid was to work on the gas fireplace and that isseparate from this complaintThe fireplace was serviced and the necessary repairs were declined by Mr.***.If this is acceptable please let us know as soon as possible and we will credit back the $119.00+ tax andwe will be reviewing this with our staff.ISAAC Heating & Air Conditioning, Inc.I do apologize for any inconvenience and we strive to provide the best service possible and we arealways available to work with our clients if something like this were to occurIn the end we had anunsatisfied client and that is something that I take very seriously and I would invite Mr*** tocontact me directly at *** x if he would like to discuss the matter further.Yours in service,Isaac Heating & Air Conditioning Inc.*** ***VP of Operations
Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me. Regards, *** ***
I am sorry that Mr. [redacted] does not agree and that is his option, but these issues are related to problems with his boiler that are the result of a lack of annual maintenance and to place that responsibility on our company is very unfair. As to shady business practices, that is not, never has been and never will be how we operate. We were called to his home after the rotted flue pipe that he was replacing on his own crumbled into the boiler at which time the client knew this was beyond them and contacted Isaac Heating, a rotted flue pipe is a sign of a significantly neglected system. We have spent a tremendous amount of time, money and resources to determine the issue with his boiler and to ask for a full refund is not reasonable. We have refunded the amount promised and while it may not have shown on his card as of yet, we have promised and will deliver on that because we stand behind what we say and do and we always have. If the boiler was not leaking prior to the initial repair there would have been no reason to suggest replacing the boiler, the fact that the leak developed after the repair, because of the lack of maintenance the previous 8-9 years is an unfortunate occurrence, but one that we could have never predicted. Turning this around, if our technician had suggested replacing the boiler instead of making the repair and the client chose to call someone else for an estimate, they would have looked at the system, quoted $1200.00 to fix it and called Isaac crooks and we would be getting the same complaint, just worded differently. We didn't cause the leak and we didn't cause the issue, yet we are refunding 75% of what the client spent, and taking a financial loss much greater than the client, those are not the practices of a shady organization. There is nothing more that we can do to resolve this issue other than refund the $1200.00 that was promised which Mr. [redacted] will be able to put towards a new boiler. As a Certified New York State Environmental Systems Servicer for the past 23 years, I can tell you that I would not have been able to predict this was going to happen to his boiler, but it did. Respectfully, Eric Knaak
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. Regards, [redacted]
Complaint: [redacted]
I am rejecting this response because:they are lying I have a witness that was with me I wouldn't of made the deal if they weren't gonna pay my previous car.I didn't expect them to say they stole money from me I thought that's why you were there.it's ashamed a multi million dollar business has to lie in order to get someone to buy a car.I had no reason to get rid of my old car I loved it.They will pay in the long run more than I lost believe me.
Regards,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. I will state again that my system was fully operational at the time of the original call for service as well as for the initial visit by the technician. I did not call Isaac because my system did not work. I called Isaac because I wanted to get the annual maintenance service as required by my warranty. The A/C was cooling not only well, but very well at the time I requested annual maintenance. I had been using the A/C as much as I needed to so far this year and was happy with its performance. Isaac's claim that the system was inoperable at the initial visit, or at any point during the visit, was simply not true. The system continued to work very well even after Isaac insisted my coil was defective and had a valve stuck. I had my system evaluated by an independent HVAC professional. My system was deemed in perfect operating condition after Isaac deemed it inoperable. Isaac is not telling the truth. As to being contacted by anyone from Isaac, that is also not true. I have no record of receiving any calls. I have no messages. I received no emails. Regards, [redacted]
What occurred is very unfortunate and has created a situation for the [redacted] family that could have easily been avoided and we do apologize for any inconvenience and we will rectify this situation to the clients satisfaction.When the original call was placed by Mrs. [redacted] the person who scheduled the...
call from our organization did not ask t if they have a fuel oil system or natural gas which they should have and for that reason an oil technician was not dispatched. We have a number of oil trained and certified technicians, however not all of our technicians are fully trained on oil as it requires special training, tools and inventory. The technician who arrived has had the basic oil training and wanted to take care of the client and not create a situation where they needed to go through rescheduling , unfortunately his efforts and desire to help were stronger than his oil knowledge. He was able to make repairs and make the unit operational so that the client did have heat.When our office called the client to follow-up a few weeks later we were made aware that the client had a concern and this concern was escalated to a Supervisor. The supervisor failed to call the client back, the team member who spoke to the client and promised a call from a supervisor did their job properly and it was the supervisor who made the mistake. It was not that the concern was ignored, it was something that the supervisor never got to that day and from there is was forgotten. The supervisor was extremely apologetic and feels badly that this has happened but there is no excuse, we made a mistake and we are sorry.We would appreciate the opportunity to make this right and I can assure the [redacted]s that a certified and capable oil technician would be sent, that their account has been classified as an oil system now that we are aware and that we are capable of rectifying this situation.I do apologize and will await their response, if the only desire is refund indicated we would do that as well, however we would like to make the system whole again.Thank you,Eric [redacted]VP & General 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. Regards, [redacted]
I apologize if you feel the issues were not resolved. Please call or text our General Sales Manager in Port Lavaca [redacted] at [redacted] to see if there are any other resolutions to be made. I believe he worked on the deal for you at Port Lavaca Dodge originally. Thanks [redacted]
Good morning [redacted], The complaint showing closed but unresolved was handled. We met with the customer in person and on the phone to resolve the situation. I don't remember everything considering our General sales manager handled it from there, but I believe we got them out of that...
vehicle. -- [redacted]
We are sorry that Ms. [redacted] is having issues with her heating and air conditioning system and as she had mentioned we would be able to send someone out and that there "might" be a charge for those services. Because the furnace is used when the system is cooling as well as when it is heating there is...
a possibility that the rattling sound is related to the use of the air conditioner over the past 6 months. If the rattle is related to the maintenance we did on the furnace we would cover it, we always would do that and if it is not related there would be a charge for coming out and repairing whatever was making the noise. This was fully communicated as evidenced by Ms. [redacted] letter and we would still offer the same resolution, we cannot warranty a clients system if we are not responsible. Please contact our office again at [redacted] to arrange a return trip with the understanding that if the noise is related to the work we performed 6 months ago that we would cover it and if not there would be an $89 service fee plus repairs. Thank you, Eric [redacted]VP & General Manager
The client is correct that he was charged a service fee as well as the cost of maintenance for the recent visit. When the client contacted Isaac Heating it was because the furnace was blowing cold air, it was not to schedule maintenance and they wanted a technician to come out and diagnose and...
resolve the issue. They were quoted a service fee, although they were quoted the $89.95 fee for gas furnaces and not the $119.00 fee for oil furnaces which require specialized technicians. The technician discovered that the furnace was not operating correctly because the furnace had not had maintenance performed in 13 years and it is clearly stated in the homeowners guide that maintenance should be performed every year. Performing the maintenance was the suggested maintenance to correct the issue which was related to a partially plugged heat exchanger due to a lack of maintenance.Isaac did install the furnace in 2004 and the client has been sent numerous newsletters over the years indicating to have the annual maintenance performed. We would not have known at the time that the client called us that the issue was maintenance related because we have not worked with them in 13 years and when a piece of equipment is not working there is always a service fee to determine the cause. If the client had called for maintenance they would have been scheduled for late May, as this is where we are currently scheduling maintenance so they would not have received immediate service. Also, when a client calls to schedule maintenance the maintenance fee applies to a system that is operating when we arrive, so had the client scheduled a maintenance visit, once we arrived and discovered that the system was not operating properly they would have been quoted an additional $119.00 service fee to diagnose the issue. In this situation the client paid the same as if they had called us for maintenance so they were charged properly.This is not a problem that we created. The client, after 13 years of no service called us with an issue that we resolved properly, timely and professionally.This call was handled properly and while we are sorry that the client had these unexpected expenses it is beyond our control.There will be no further refunds or discounts,Eric K[redacted]VP & General Manager
It has been explained to Mr. [redacted] that the value of his trade in was not determined by what he had owed on the car. The loan on the car was paid off in his transaction and the actual cash value was disclosed. One of the requirements in a transaction is a document that states Texas Disclosure of...
Equity in Trade-in Motor Vehicle which shows the negative equity that Mr. [redacted] had in his car, which he did sign. The dealership is not responsible for the negative equity and will not take any further action.
Dear Sir / Madam: Our company was contacted by the client to perform annual maintenance on the air conditioning system. Upon arrival it was determined right away that the system was not cooling at all and this was verified by taking baseline temperature and refrigerant pressure measurements which...
are always done before the maintenance is performed in the event that there is a pre-existing condition. Because we were now dealing with a non-operable system the price to look at the system should have been quoted at $89.00 for a service fee as opposed to $99.00 for the annual maintenance since we cannot do maintenance on any non-operable system, therefore I do agree that we did overcharge the client $10.00 which we will rectify. The system discharge temperature was 70 degrees, which is the same temperature as the system intake air temperature meaning that the system was not cooling the air at all. The clients letter indicates that it seemed to be working fine prior to our arrival, however we clarified before beginning any work that the system was not cooling at all. All indications were that the system was low on refrigerant and since this is a sealed system which should never leak the only determination is that the system had a leak. Knowing that we had a leak int he system, the location of the leak had to be determined and this was quoted at a cost of $139.00+ tax to which the client agreed. The leak search was performed and the leak was found at the brazed fitting at the outdoor condensing unit. The client was quoted $651.24 including tax to make the repair at this fitting to which they agreed. The leak was repaired and the system was now recharged. It is important to note that this particular system requires 58 ounces of refrigerant and that before making the repair we had to remove the old refrigerant from the system and in doing so only measured out 48 ounces so the system was about 20% undercharged which would prevent it from doing any cooling. Now that the system was properly charged we were able to operate the unit and upon doing so discovered that the thermostatic expansion valve (TXV) on the indoor coil was not responding, keeping the system from metering refrigerant flow and preventing cooling. The TXV is a mechanical device that is basically a piston and a valve that opens and closes to meter the flow of refrigerant and sometimes these valves will stick and sometimes they will un-stick on their own.This particular system has a TXV that is integrated into the coil, therefore the solution was to replace the coil and we were able to offer this under warranty as the TXV has a minimum 5 year warranty, depending upon the model. The client was quoted $422 for the new coil.In the meantime the client chose to call another person to look at the system and at that time the TXV was not sticking as it had been and the system was now operating properly. Had Isaac replaced the coil we would have had to return the part to the manufacturer for warranty validation and had it not been faulty we would have been denied warranty and would have had to pay for the coil, so it was in our best interest to be accurate with our diagnostics and based upon the temperature and pressure readings taken after the leak was repaired the system did have a TXV that was non-operable at that time. The client was quoted for a refrigerant leak and a leak was foundThe client was quoted for a leak repair and the leak was repairedThe client was quoted for a new coil however it was never replaced and they were never charged, therefore I do not understand the reason behind their request for a refund. The work paid for was all performed and the coil was currently un-stuck which is good news, although likely not a permanent solution and we would urge the client to have the coil replaced while it is still under warranty.There was also mention that our office failed to return calls to the client, however our Technical Leader Craig K[redacted] did call and leave messages on 6/24 and again on 6/25 and a return call to him was never received.Please advise as to how we should proceed and once determined I will process for the $10.00 + tax overcharge on the initial callYours in service, Isaac Heating & Air Conditioning Inc [redacted] Kn[redacted] VP & General Manager
I have had Isaac to my home 4 times in the past 2 years. Each time I expressed my desire to fix everything lets replace things so I don't have another issue. This valve which was the initial cause of my problem could easily have been replaced when the one right next to it was. They...
seem to want to do just enough so the visits keep recurring
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. The price I was quoted was over 400 dollars. I looked up on line and the price of the same part...same brand was 70 dollars. The technician took roughly an hour to install this part. I understand profit and overhead mentioned by Issac in their response. Im a professional engineer...so my company has all those expences when they bill for my work...Im billed at 125$/hr...... This workman without my education..(.and likely experience evidenced by his needing to call his superior a number of times for advice on installing this valve) was billed out at over 300$/hour . No need for further response I will be taking my business elsewhere 1 final comment when I googles Issac during this repair it did come up that their president or some such was stating on some news letter how high their profit margin was with their new billing system...great
Regards, [redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Isaac indicated in their response that they had notified me numerous times about getting the furnace cleaned. I have never received any notifications from them over the years. If I had received a notification, I would have scheduled a cleaning. When I called for service, and if they had told me that the furnace hadn't been cleaned in 13 years, I would have scheduled a cleaning, since I didn't need heat right away because the it was spring. Their policy of charging for a service call if the furnace is not working is not fair to the consumer. I don't recall anything in the paperwork that I received from them indicating this policy. Also this policy was never told to me when I called for service.Regards,[redacted]
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.[To assist us in bringing this matter to a close, we would like to know your view on the matter.] I am STILL waiting for this business to call me to set up a resolution. They have several phone numbers and I have received zero voicemail messages at this point. Again, I find it surprising that I am paying for a service contract and can't get a reply without going through the Revdex.com. Thank you for your help.Regards,[redacted]