Raw Service Inc.

To whom it concerns at the Revdex.com,Thank you, first of all for asking for a responseThis situation involving Mrs***, is actually not a situation but a case of somebody trying to get something for nothingThe lady making the accusations originally tried to purchase a home warranty to
get a condenser replaced she knew she had problems withThat company subcontracted me to service her ac unit and denied her claim for replacementShe repeatedly asked me to change out the bad unit for herI declined a number of times to do the work as it was quite a way out of my area, she didn't want to match the whole system, size and s.e.e.rat that time, and the lady had a iot of dogs that went to the bathroom, gross, on the heat pump but ultimately I agreed.! should have known better at the time because she didn't want to replace the entire system at that time as the manufacture and common sense recommended, and she wanted the same size comparable unit replaced outsideHer unit that was replaced was matched to the condenser outsideShe said she was going to fight with the warranty company to have them reimburse her and she would get the rest of the system replaced at that timeShe never called to have the work done, or about any issues with cooling or heating until a number of months later and said the unit outside was icing upWe spoke on the phone and I explained that heat pumps are supposed to Ice up, cycle into defrost, come on and offI asked her questions about the operation to assess the call and she stated that at no time was the thermostat in emergency heat and that it was cycling on and off by the setpoint on the thermostat normallyShe stated that her concern was the unit was icing up outside and that the heat was working just fine, but that I needed to see why there was ice on her unitI explained that I would gladly come down for a service call at my regular rates and that if the heat pump outside that was changed out had a problem itself, I would gladly cover it, however if its due to not having the matching upgraded equipment, or a malfunction of another part in the system, or if nothing was wrong, she would have to pay regular service charges for the over 2-1/hour round trip with tollsThe lady declined and refused to pay for anything including the rest of the equipment she knew she neededNow she appears to think somebody should pay for something she never intended on paying for to begin withAs her letter states she thinks somebody should pay for her new indoor equipment and line setThat was never part of any work she paid for or it would have been doneThank you for this opportunity to respondI have dozens of customers and longtime commercial client that recommend me to everyone including their mothersI have never or will I in the future rip somebody off or not stand behind my workI also will never let somebody try to rip me off eitherThank you, Raw Service inc

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.
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.
Subject: Response to RawService
DEAR Revdex.com,
 1. Raw implies, “ I originally tried to get a home warranty to get the condenser replaced she knew she had problems with.”
                           I already had a active home warranty: 4/14 to 4/15.  [redacted]  warranty.
2. Next sentence, “he was subcontracted by the company;”  And denied her claim for replacement.
                           He contradicts his first comment about the warranty company and yes the claim was
                           denied. Previously the unit had the same problems and service was done four (5) times in April-
                           May-June 2014 for the same operating failures.  [redacted] Warranty denied the claim because they
                           stated, “even though there were several operating services, you never scheduled a routine maintenance on
                           the unit, so we will not pay for a new unit.  AND, the company does not schedule maintenance, I would      
                           had to hire independently.  I did not know that, was never informed.  Yes, I was upset.
3.  I made random phones calls to services requesting prices for a new condenser.   Over the phone, he had the lowest price and
                           agreed to come to my home to address the situation on Sept. 18 and the unit was installed on Sept.
                           22, 2014.
                           There was no “repeatedly” request and if it was “out of his way/area” why did he accept the
                           job.   He was not forced to accept or travel to my home.
4.  I had a lot of dogs and “gross” went to the bathroom on the heat pump.
                           I have two dogs.   One small terrier, FEMALE who squats and medium size, one year old male
                           beagle/lab mix who was still squatting and was not lifting his leg yet. AND THE DOGS HAVE NOTHING
                           TO DO WITH HIS INCOMPETENCE. HE COULD OF REFUSED THE JOB.  HE IS TRYING TO INJECT VARIABLES OF
                           THOUGHT TO REDIRECT HIS NEGLIGENCE. 
 
5. Replacing the entire system, as manufacture recommends and common”sense.”
                            There were no problems, never was, with the inside unit so why did I need to replace it other than to finance
                            his income.              
6. WE NEVER DISCUSSED REPLACING THE WHOLE SYSTEM. NEVER.
                            Common sense recommended.  If he knew he was doing something that was incorrect, WHY didn’t he refuse.
                            He installed it anyway against “HIS” common sense.  I HAVE NO IDEA ABOUT THE SPECIFICS AND BE ASSURED,  
                            HE NEVER MENTIONED IT.
7.  She wanted the same size unit replaced outside AND MATCHED TO THE ONE OUTSIDE.
                             There was a [redacted] unit there so I wanted the same-  BECAUSE THAT UNIT WAS THERE WHEN I BROUGHT HE
                             HOUSE. APPARENTLY IT WAS COMPATIBLE WITH THE INSIDE UNIT.  WHY WOULD I WANT ANOTHER BRAND?
                            
                             SIZE.  I had no idea about size other than “visible-looking at it,” and not anything related to the operation
                             aspect.  AND he NEVER mentioned anything about SIZE.  He was supposed to be the expert, service provider.
                             
8.  Fight with the Warranty Company to get the whole system replaced.
     I argued with the Company about the replacement of the condenser and never discussed the entire system.  There was
     nothing wrong with the inside heating unit and Raw never discussed replacing the inside unit.
9.  I never called to replace the entire unit. Never called about problems with any issues with heat/cooling and called several
     months later about icing up.
     I called and left messages four (4) times with no response.  I sent a certified letter 1/5/2015, no response. When I called him in October 2014 to tell him, the unit was coming on and running for five (5) seconds and then turns off; doing so 8-10 times before it came on or just turned off.  HE MADE NO REFERENCE TO THAT. I SPOKE TO HIM IN OCTOBER, EXPLAINED THE “ON/OFF” AND HE SAID, “ARE YOU GETTING HEAT, YES BECAUSE I TURNED ON THE EMERGENCY HEAT.” HIS RESPONSE, IF YOU HAVE HEAT, I’M NOT COMING OUT THERE.”   AROUND NOV./DEC. THE ENTIRE HOUSING OF THE UNIT WAS FROZEN WITH ICE ALL AROUND THE HOUSING.   I called, left a message, no response.
10.  He called me and said, “he would gladly come down to service the unit, regular rates etc.etc.”
       I will take a “lie detector test to confirm the aforementioned.”  he NEVER, NEVER,NEVER CALLED ME,  TO COME TO MY HOME, DISCUSSED REGULAR RATES.
 
CONCLUSION:
 
I called headquarters, [redacted] in **. Explained the situation.  [redacted] referred me to a certified service for [redacted].  This intelligent person who interacted with the supervising persons regarding this problem, determined the cooling panel was defective and had to be replaced and he also witnessed the units  ‘on/off “routine.   After several hours trying to determine the problems,    The service man who [redacted] recommended discovered the wrong size unit was installed/replaced and that is why the unit was not working.     Raw installed a 3 ton unit when it was supposed to be a 2 ton unit AND THE CORRECT SIZE OF THE UNIT WAS INDICATED ON THE INSIDE UNIT AS WELL AS ON THE UNIT THAT WAS REPLACE OUTSIDE, I TOOK PICTURES OF THE UNIT AND CAN CONFIRM.  RAW is at fault, he installed the wrong SIZE unit and the CORRECT size was available on the unit itself and the inside unit.  RAW stated, I wanted the same “size;”  THAT WOULD HAVE BEEN A TWO TON UNIT.  The certified [redacted] recommended service person made the determination, not me.  All the “padded” additional information RAW included was an “illusion” to take the responsibility from himself,  Raw is liable.  He obtained his HIC license on 5/27/14.  A new line set, at my expense should have been included with the installation.  RAW never mentioned this and the [redacted] certified service verified this. On the RAW invoice, it stated, “remove and replace bad heat pump condenser, no other comments.   A CORRECT 2 ton unit was installed and the unit functioned without issues.  I am requesting that RAW is financially responsible and I am reimbursed.  RAW is accountable and liable.  The [redacted] certified service has confirmed the aforementioned problems with the unit to supervising personnel. Wonder what RAW is going to say about this person to deflect from his incompetency. He has two dogs too and has been in the business 40 years.  RAW made useless comments, irrelevant to the problems, RAW independent judgment installed the wrong unit. RAW is liable and he responded after he received the complaint and “doctored it up” to cover himself.  He lied.  Thank you.
 
Regards,
[redacted]

Review: 9/22/2014 RAW Service, Mr. [redacted], installed a new heat pump condenser. within one (1) month, the unit was malfunctioning. It was turning/running "ON" for five, (5) seconds, and then turning "OFF." It did so eight-ten, (8-10) time before it stopped functioning. On the occasions when it did stay "ON,"the unit was 90% covered with white frozen ice. I called and spoke to [redacted] on one occasion and his response was, "Do you have heat?" Yes, BUT I WAS USING THE EMERGENCY HEAT MODE AND THE UNIT INSIDE THE HOUSE WAS PROVIDING THE HEAT. [redacted] said,"You have heat and I am not coming out there." I called three more times, no response. I sent a certified letter, no response. I am using the emergency inside unit for heat. I called [redacted], the warranty company and they referred me to a certified [redacted] Service agent. This person addressed the situation and concluded, "the installation of the unit was deemed, "poor workmanship, and it was not installed correctly," and as a result of, there are problems with the unit; New lines and a coil were not installed, as per installation guidelines. Due to the weather conditions and the freezing temperatures, below 32 degrees, the unit could not be serviced correctly. Several times service on the unit was scheduled and the problem with the unit was addressed. On Feb. 25, 2015 it was discovered that the WRONG SIZE UNIT WAS INSTALLED. A THREE, (3) TON UNIT WAS INSTALLED AND WAS NOT COMPADIBLE WITH THE INSIDE TWO (2) TON COIL UNIT INSIDE. THE OUTSIDE CONDENSOR OR THE INSIDE COIL etc. HAS TO BE REPLACED....AT MY COST. MY ADDITIONAL EXPENSE. The installation of the wrong unit is not covered under the warranty and is the responsibility of RAW service. Mr. [redacted] needs to be held accountable, personally and financially. It is my opinion, "he was totally aware of his incompetency, poor workmanship and the installation of the wrong three, (3) ton unit. I am disabled and on a limited income. I do not have additional monies to pay for this. HelpDesired Settlement: I paid RAW Service $1890 on 9/22/2014. Another $ 901.00 on 2/11/205 to fix the problems that were a result of the "poor workmanship in the installation of the unit" when he originally installed the unit. The future cost of a new coil and lines that should of been installed. I was given an estimate of $1300 additional dollars to install the coil and lines. And as a result of the wrong three, (3) ton unit being installed, the future cost of another new unit and all related cost. Thank you.

Business

Response:

To whom it concerns at the Revdex.com,Thank you, first of all for asking for a response. This situation involving Mrs. [redacted], is actually not a situation but a case of somebody trying to get something for nothing. The lady making the accusations originally tried to purchase a home warranty to get a condenser replaced she knew she had problems with. That company subcontracted me to service her ac unit and denied her claim for replacement. She repeatedly asked me to change out the bad unit for her. I declined a number of times to do the work as it was quite a way out of my area, she didn't want to match the whole system, size and s.e.e.r. at that time, and the lady had a iot of dogs that went to the bathroom, gross, on the heat pump but ultimately I agreed.! should have known better at the time because she didn't want to replace the entire system at that time as the manufacture and common sense recommended, and she wanted the same size comparable unit replaced outside. Her unit that was replaced was matched to the condenser outside. She said she was going to fight with the warranty company to have them reimburse her and she would get the rest of the system replaced at that time. She never called to have the work done, or about any issues with cooling or heating until a number of months later and said the unit outside was icing up. We spoke on the phone and I explained that heat pumps are supposed to Ice up, cycle into defrost, come on and off. I asked her questions about the operation to assess the call and she stated that at no time was the thermostat in emergency heat and that it was cycling on and off by the setpoint on the thermostat normally. She stated that her concern was the unit was icing up outside and that the heat was working just fine, but that I needed to see why there was ice on her unit. I explained that I would gladly come down for a service call at my regular rates and that if the heat pump outside that was changed out had a problem itself, I would gladly cover it, however if its due to not having the matching upgraded equipment, or a malfunction of another part in the system, or if nothing was wrong, she would have to pay regular service charges for the over 2-1/2 hour round trip with tolls. The lady declined and refused to pay for anything including the rest of the equipment she knew she needed. Now she appears to think somebody should pay for something she never intended on paying for to begin with. As her letter states she thinks somebody should pay for her new indoor equipment and line set. That was never part of any work she paid for or it would have been done. Thank you for this opportunity to respond. I have dozens of customers and longtime commercial client that recommend me to everyone including their mothers. I have never or will I in the future rip somebody off or not stand behind my work. I also will never let somebody try to rip me off either. Thank you, Raw Service inc.