Pro-Roof LLC

Sent: Tuesday, May 02, 7:PM Subject: Airtron #*** To the resolution team, We have not had the opportunity to review any further claims that the installation was improperly done nor have we received any reports from the other hvac companies for this address indicating exactly what was
installed wrongAirtron maintains a high standard of standing behind all installations that we doIf there is evidence that something was done wrong then we would kindly request an official report from a reputable licensed hvac company in order for us to rectify the claimOur last noted contact with Mrs*** was back in February We spoke to Mrs*** during that timeShe requested that we resend a quote to her that was originally sent mid 9/16 via email only to Mr***’s business emailThis original quote was requested directly by Mr*** during a site visit by Kevin in late 8/We have yet to receive a signed copy of either one of those quotes accepting the terms of the agreementOur records indicate Airtron did in fact install the hvac system in for Green K Custom homes, owned by Mr***There was no contact from The customer for any cooling issues until years later in the summer of 5/Airtron sent a technician who diagnosed the upstairs system refrigerant had leaked out and recommended a leak search to determine the reason whyThis was declined by the customer and only refrigerant was added to the systemThe next contact was in 6/for another cooling issue upstairsThe technician found the refrigerant leaked out again, performed a leak search at no cost to the homeowner and determined the evaporator coil is leaking refrigerant (this is a well-known industry wide issue with these type of copper tubing evaporator coils and is not related to the installation of the coil)The homeowner accepted the quote to replace the coil given by the technician and the coil was scheduled in late 6/to be replacedWhen Airtron’s installer arrived to replace the coil the customer stopped the work and requested the distribution box to be replaced as wellA new estimate was given in 6/This was put on hold when the customer requested a custom distribution box made of stainless steelSince this type of material is not widely used in residential hvac systems Airtron had to search for a supplier and an installer that was experienced in handling this type of materialA quote was given to the customer in early 7/The customer requested another quote from Airtron if they provided the stainless steel boxA new quote was in the process but was rescinded due to the inability of any available installers capable of handling this productA new quote was requested in early 8/by the customer that also included adding refrigerant to the downstairs system, replacing the leaking upstairs coil, and replacing the entire duct system in the homeThey stated that another company looked at the system and told them it was installed wrongAn appointment was set up late 8/for a manager , Kevin, to meet with the customer, verify proper installation of the system, and record duct sizes in order to produce an accurate quoteIt was determined at that time the system was installed properly and pointed out that the installation met all required mechanical codes and passed all required mechanical inspections during the original installation periodIt was recommended that both coils, both distribution boxes, and a minimum of 10’ of ductwork be replaced for both systemsMr*** provided an email address to send the quote toThis was sent in late 8/In 9/the customer requested the quote to be rewritten on a different form with an Airtron heading rather than email form as the prior one wasThe quote was rewritten and resent in 9/His leads us back to 2/when the customer contacted us stating the original email with the quote could not be located and wanted us to resend itAirtron is still willing to address any claims of improper installation only if given opportunity with proper proof of what was done improperly to begin withFinally our sincerest apologies for any delayed responses during the past summer since it is the busiest time of the year. Signed….Kevin *** Kevin *** Service Manager Airtron Houston Bingle Road Houston, TX 281.996.5857 - Office Kevin.***@DirectEnergy.com A Direct Energy Company

Revdex.com:
This letter is to inform you that Airtron Air has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/10/9:39:AM and assigned ID ***
Regards,

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

Sent: Wednesday, September 14, 7:AM Subject: RE: Case Airtron #*** Hello: This is a follow up to our response from yesterdayBelow is the latest notes from our recent visitAt this time we have completed the repairs and consider this issue resolvedPlease confirm that we have closed
this caseI recently contacted the homeowner via text (his choice of communication) He said the a/c has been working properly since Saturday I gave the tech a few different items just in case he needed itTurned out to be damper failuresHere are the notes from the tech that went out on Saturday. 9/10/3:40:PM - Tech: ***, Date: 9/10/2:PM - Upon arrival two of the Honeywell ard damper were not fully open causing some air flow restriction inside the evap coil, first and second floor damper were the damper with the issue , change the damper motors and let the unit run for almost two hour, all three zone are opening and closing at the time the indoor temp reach the desire temperature for each floor, pressure were 120/295psi with a 10sc 8sh 20tdBlower motor max amp is and is pulling at the board and at the furnace cut out switchNo water in the drain pan found at this timeAc is Cooling properlyDustin ***

Sent: Wednesday, September 14, 7:AM Subject: RE: Case Airtron #*** Hello: This is a follow up to our response from yesterdayBelow is the latest notes from our recent visitAt this time we have completed the repairs and consider this issue resolvedPlease confirm that we have closed
this caseI recently contacted the homeowner via text (his choice of communication) He said the a/c has been working properly since Saturday I gave the tech a few different items just in case he needed itTurned out to be damper failuresHere are the notes from the tech that went out on Saturday. 9/10/3:40:PM - Tech: ***, Date: 9/10/2:PM - Upon arrival two of the Honeywell ard damper were not fully open causing some air flow restriction inside the evap coil, first and second floor damper were the damper with the issue , change the damper motors and let the unit run for almost two hour, all three zone are opening and closing at the time the indoor temp reach the desire temperature for each floor, pressure were 120/295psi with a 10sc 8sh 20tdBlower motor max amp is and is pulling at the board and at the furnace cut out switchNo water in the drain pan found at this timeAc is Cooling properlyDustin ***

Revdex.com:
This letter is to inform you that Airtron Air has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/10/9:39:AM and assigned ID ***
Regards,

Sent: Thursday, August 18, 12:PM Subject: *** *** *** HVAC Services Hello Ms***, First I want to apologize in not returning your messages that you have left at our officeDue to the peak season I have been working out in the field and programmed the phone system
to forward all of the messages to my mobileI take total responsibility of that not happeningI did call to personally speak to you but you were unavailable so I left my direct number and a message with the person that answered the call In regards to the current status of the cooling system at your home, my records show that the repairs have been completed and the proper parts replaced on 8/3/If you are still having issues with the system please let me know and I will personally get those issues resolvedI have submitted to our accounting department a complete refund of the services that you may have recently paid for as well as a refund of the Essential Service Program that you purchased a year agoThis shows as $142+ $75+$for a total of $Please allow 1-weeks for the refund to arriveIf by chance you don't see it then please let me know. I am representing Airtron by saying we apologize for not meeting your expectations by not providing the services that you paid forWe are continually striving to improve our services and will address this occurrence with our team in hopes of ensuring this doesn't happen again Thank you for patience and for giving us the opportunity to resolve the issueIf you have any further questions please feel free to contact me directly at 281-541- Kevin L*** Service Manager

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and while the unit is working properly, the original diagnosis of the ductwork being too small by the third party company *** *** *** was dismissedI fully expect that if there are problems with the unit in the near future and the cause is again diagnosed as the ductwork being undersized then I expect AirTron to fix the ductwork at no cost to me since the warranty period on ductwork runs through April and they did not address the ductwork during the warranty period. Thank you, *** ***

Sent: Thursday, August 18, 12:PM Subject: *** *** *** HVAC Services Hello Ms***, First I want to apologize in not returning your messages that you have left at our officeDue to the peak season I have been working out in the field and programmed the phone system
to forward all of the messages to my mobileI take total responsibility of that not happeningI did call to personally speak to you but you were unavailable so I left my direct number and a message with the person that answered the call In regards to the current status of the cooling system at your home, my records show that the repairs have been completed and the proper parts replaced on 8/3/If you are still having issues with the system please let me know and I will personally get those issues resolvedI have submitted to our accounting department a complete refund of the services that you may have recently paid for as well as a refund of the Essential Service Program that you purchased a year agoThis shows as $142+ $75+$for a total of $Please allow 1-weeks for the refund to arriveIf by chance you don't see it then please let me know. I am representing Airtron by saying we apologize for not meeting your expectations by not providing the services that you paid forWe are continually striving to improve our services and will address this occurrence with our team in hopes of ensuring this doesn't happen again Thank you for patience and for giving us the opportunity to resolve the issueIf you have any further questions please feel free to contact me directly at 281-541- Kevin L*** Service Manager

[A default letter is provided here which indicates your acceptance of the business's response.? If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the? response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me?
?

Sent: Tuesday, May 02, 2017 7:56 PM Subject: Airtron #[redacted] To the resolution team, We have not had the opportunity to review any further claims that the installation was improperly done nor have we received any reports from the other hvac companies for this address indicating exactly what was...

installed wrong. Airtron maintains a high standard of standing behind all installations that we do. If there is evidence that something was done wrong then we would kindly request an official report from a reputable licensed hvac company in order for us to rectify the claim. Our last noted contact with Mrs. [redacted] was back in February 2017. We spoke to Mrs. [redacted] during that time. She requested that we resend a quote to her that was originally sent mid 9/16 via email only to Mr. [redacted]’s business email. This original quote was requested directly by Mr. [redacted] during a site visit by Kevin in late 8/2016. We have yet to receive a signed copy of either one of those quotes accepting the terms of the agreement. Our records indicate Airtron did in fact install the hvac system in 2011 for Green K Custom homes, owned by Mr. [redacted]. There was no contact from The customer for any cooling issues until 4 years later in the summer of 5/2015. Airtron sent a technician who diagnosed the upstairs system refrigerant had leaked out and recommended a leak search to determine the reason why. This was declined by the customer and only refrigerant was added to the system. The next contact was in 6/2016 for another cooling issue upstairs. The technician found the refrigerant leaked out again, performed a leak search at no cost to the homeowner and determined the evaporator coil is leaking refrigerant (this is a well-known industry wide issue with these type of copper tubing evaporator coils and is not related to the installation of the coil). The homeowner accepted the quote to replace the coil given by the technician and the coil was scheduled in late 6/2016 to be replaced. When Airtron’s installer arrived to replace the coil the customer stopped the work and requested the distribution box to be replaced as well. A new estimate was given in 6/2016. This was put on hold when the customer requested a custom distribution box made of stainless steel. Since this type of material is not widely used in normal residential hvac systems Airtron had to search for a supplier and an installer that was experienced in handling this type of material. A quote was given to the customer in early 7/2016. The customer requested another quote from Airtron if they provided the stainless steel box. A new quote was in the process but was rescinded due to the inability of any available installers capable of handling this product. A new quote was requested in early 8/2016 by the customer that also included adding refrigerant to the downstairs system, replacing the leaking upstairs coil, and replacing the entire duct system in the home. They stated that another company looked at the system and told them it was installed wrong. An appointment was set up late 8/2016 for a manager , Kevin, to meet with the customer, verify proper installation of the system, and record duct sizes in order to produce an accurate quote. It was determined at that time the system was installed properly and pointed out that the installation met all required mechanical codes and passed all required mechanical inspections during the original installation period. It was recommended that both coils, both distribution boxes, and a minimum of 10’ of ductwork be replaced for both systems. Mr. [redacted] provided an email address to send the quote to. This was sent in late 8/2016. In 9/2016 the customer requested the quote to be rewritten on a different form with an Airtron heading rather than email form as the prior one was. The quote was rewritten and resent in 9/2016. His leads us back to 2/2017 when the customer contacted us stating the original email with the quote could not be located and wanted us to resend it. Airtron is still willing to address any claims of improper installation only if given opportunity with proper proof of what was done improperly to begin with. Finally our sincerest apologies for any delayed responses during the past summer since it is the busiest time of the year.                                                    Signed….Kevin [redacted] Kevin [redacted]    Service Manager    Airtron Houston  3300 Bingle Road    Houston, TX 77055    281.996.5857 - Office Kevin.[redacted]@DirectEnergy.com A Direct Energy Company

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and while the unit is working properly, the original diagnosis of the ductwork being too small by the third party company [redacted] was dismissed. I fully expect that if there are problems with the unit in the near future and the cause is again diagnosed as the ductwork being undersized then I expect AirTron to fix the ductwork at no cost to me since the warranty period on ductwork runs through April 2017 and they did not address the ductwork during the warranty period.  Thank you,  [redacted]