Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Wednesday, August 12, 11:AM To: drteam Subject: Re: A message from your Revdex.com Also, I filed a follcomplaint about Apollo (he visited on 7/27/and promised to be back in or days to fix the AC system), well it's been over week without a visit nor any acknowledgement of when they would start the work after multiple requests-------------------------------------------- Regards,
To Whom It May Concern,
Apollo AC & Heating
has had regular communication and in contact with Mr*** *** through
throughout this process to work with him and provide service I would
like to provide additional information and clarification that has not been shared
with the Revdex.com The system worked well from installation June
until we received a request for service in late November 2014.
A Service
Technician went to the ***'s home on 11/21/and noted batteries in T-stat
needed to be changed and then he performed system check Voltage to the
t-stat was within specifications and once the batteries were replaced
the system was runningThe technician explained to the homeowner what issue
was identified and then left the home
We received a request to
check the heater, a technician went to the home on 12/18/at that time the
breaker was deactivating and the heat strip was assessed, identified heat strip
was pulling a high amp (70-amps) which was causing the breaker to trip
Had to locate and order a new heat strip, as it was defective, which took
an extended amount of time due to parts not being locally availableSystem is
no longer supported by the current distributor (due to phase out of equipment)
and they would no longer order the necessary parts Apollo AC &
Heating had to wait for the new distributor to take over the manufactured brand
in order to have access to replacement parts This information was
explained to Mr*** and noted by the technician Our goal was to keep
his system running in the interim.
On 12/23/Apollo AC
& Heating went back out and identified the blower motor overheated (hot to
the touch) with a "humming" noise as the fan would not turn
Upon checking Circuit board there was a defective fan relay and the
t-stat was not producing the required voltage to engage the heater Both
parts were replaced and under warranty, no cost to the homeowner It
appears this may be related to an electrical issue and recommend an electrician
assess the breaker and confirm the correct breaker is installed
On 2/20/- New heat
strip installed; heat strip requires amps to properly run, noted a am
breaker installed; the fuzz had gauge wiring with am breaker which was
insufficient for heater It was again recommended to the homeowner to
contact an electrician to assess the issuesTesting the system noted wiring to
become overheated and breaker to activate for safety shut off
Temporarily reduced heat strip requirement to amps to allow for heat
strip to activate Recommend electrical be fixed to support heating
system requirements.
On 3/20/- Customer
call stated the AC unit was not cooling Technician noted the unit was
not coming on, the fan relay was not properly functioning/communicating at
circuit board; noted broken 24V connection at control board on furnace
(unsure how this occurred) Repaired connections and fan relay
System was properly working upon departure.
5/12/- technician
Identified Blower motor wheel was out of balance; replaced blower motor wheel
and completed system check
7/27/-- Owner
of Apollo AC went to Mr*** home to address his concernsNoted that
the condenser was sitting in driveway and a used condenser was installed by
someone else (not Apollo AC & Heating) When the homeowner was asked
who removed the outside condenser the customer stated a friend of ours
The drain pan was also replaced by a friend per the client’s information
Discussed plan of action with client and share Apollo AC & Heating was
committed to making this right and working with him to fix the issue We
scheduled time to come back in a couple of weeks to re-install the outside
condenser that was originally installed by Apollo AC & Heating in June
SHAPE \* MERGEFORMAT
8/13/- returned to
reinstall the outside condenser unit and reconnect system The used
condenser installed by the homeowner’s friend had failed Apollo AC &
Heating performed a complete system pressure test to check for leaks, pulled a vacuum
and got the system running again.
8/18/15- Owner of Apollo
AC & Heating went to the ***'s residence to have a face to face
conversation to provide an update and a plan of action moving forward
The system was running.
Important facts
to share:
Apollo AC & Heating does not install "used or
refurbished" equipment, the statement made that the client, Mr***,
thought we installed refurbished equipment.
Below is proof his system was new from the
factory.
In addition, our technician noted and shared with Mr
*** during more than one occasion that there seemed to be an electrical
issue which may be causing some of the issues, shorting out, and
activation of breakers related to the HVAC system
It was acknowledged that
the oven/stove and electric heat were running off same circuit which appeared
to cause issues with the electric heat elements We are not electricians
and recommended Mr*** contacts a licensed electrician to review the possible
issues that may negatively affect the electrical aspect of his HVAC system
All of the work performed was warrantied by the manufacture labor and
parts warranty and has been at no cost to the client One of the
challenges we faced was getting the warrantied parts in stock due to changing
of distribution chain for this brand of HVAC system installed at the ***'s
home This information was share with Mr*** as we were frustrated by
a lack of cohesive support and communication by distribution
In addition, when the
owner of Apollo AC & Heating asked for the name of the company or person
who worked on their HVAC system both Mrand Mrs*** stated they could not
recall the person's name and would not give any information This
person/friend who removed the outside condenser, that Apollo AC & Heating
originally installed, and installed another used condenser left the original
condenser in the driveway In the state of Texas having an unlicensed
HVAC contractor work on the system can void the warranty for the lifetime of
the systemIt is imperative that the person/friend the ***'s had work on
their AC system be noted as a licensed HVAC contractor to ensure a valid
warranty still exists During visits to the ***'s residence it has been
noted that the system has not been maintained nor had the scheduled maintenance
performed as recommended by the manufacture
Apollo AC & Heating
is not responsible for any work performed on the ***'s HVAC system that has
been worked on by another contractor especially non-licensed work performed
Not only is this illegal but we cannot be responsible for any work done
or any issues that come from someone else's work The unlicensed person
installed a used outside condenser in which lasted approximately 1-weeks
The drain pan was removed and replaced by a friend of Mr*** We
would have replaced the drain pan with a new drain pan as part of our service,
but this was done by someone else Apollo AC & Heating was not made
aware of the replacement of the drain pan until the owner of Apollo AC &
Heating went out to the homeowner’s residence to meet with them.
Upon recent visit to theclient’s home it was shared with the client that the fuse seems as if not
properly sized for the system and feel this should be looked at by a licensed
electricianMr*** stated it was looked at already It does not appear
that the ***'s plan to have an electrician inspect the electrical wiring and
breakers that service the HVAC system
Apollo AC & Heating
is scheduled to be at the ***'s home onWednesday, September 2,
2015to replace and install a new OEM blower motor and control
board (at no cost to the client) Appointment confirmation has been
sent to MrFiuez.
HVAC System information
(*** residence)
This unit was
manufactured on 03/01/
Furnace:
Model # ***
Serial # ***
Condenser:
Model #: ***
SN: ***
WARRANTY CENTER
> Warranty Verification > Standard Warranty Coverage
Coverage Type:
Terms:
Expiration Date:
Labor:
Days
07/24/
Parts:
Months
06/24/
WARRANTY CENTER
> Warranty Verification > Comfort Plan Warranty Coverage
Contract Number:
Type Of Coverage:
Status:
Start Date:
Expiration Date:
Labor Only
Approved
07/24/
06/24/
Attached pictures are
as follows:
1.
Breaker that is recommended to be evaluated (amp) by
electrician tied to the furnace
2.
Drain pan that was removed by the ***'s friend (we are unable to warranty the newly installed drain pan)
3.
Outside condenser SN/Model #'s
4.
Outside Condenser after re-installation by Apollo AC & Heating
5.
Furnace SN/Model #
Thank you for forwarding the information shared by Mr*** We have
continued to work with him and have stated several times we are here to work
with him to address the issues At no time has Apollo AC & Heating
denied service or willingness to provide repairs We understand our
customers are the foundation to our company and are appreciative of their
business and support.
Please let us know if we can answer any other questions
Best Regards,
Kent R***, owner
Apollo AC & Heating
832-659-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Wednesday, August 12, 2015 11:51 AM To: drteam <[email protected]> Subject: Re: A message from your Revdex.com Also, I filed a follow-up complaint about Apollo (he visited on 7/27/15 and promised to be back in 2 or 3 days to fix the AC system), well it's been over 2 week without a visit nor any acknowledgement of when they would start the work after multiple requests. --------------------------------------------
Regards,
Hello,We have spoken with the customer and the manufacturer regarding this problem. We have been to the customer's homes several times to rectify the problem. We found out that the manufacturer is liable and the warranty that was purchased will cover the cost of replacement and labor. As a company,...
we strive on great customer service and have informed the customer the information that was give to us by the manufacturer. We have filed the claim information through their warranty department and have sent in the request that they asked for. We are now waiting on the parts to come in, so we can fix the problem. The parts were ordered, and should only take 7-10 business days to come in from today's date. 8-4-2015. If it takes longer, we will update the customer on the progress. If their are any other questions , please contact Alicia C[redacted] at Apollo AC and Heating 832-659-0318. Thank you
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Sent: Wednesday, August 12, 11:AM To: drteam Subject: Re: A message from your Revdex.com Also, I filed a follcomplaint about Apollo (he visited on 7/27/and promised to be back in or days to fix the AC system), well it's been over week without a visit nor any acknowledgement of when they would start the work after multiple requests-------------------------------------------- Regards,
To Whom It May Concern,
Apollo AC & Heating
has had regular communication and in contact with Mr*** *** through
throughout this process to work with him and provide service I would
like to provide additional information and clarification that has not been shared
with the Revdex.com The system worked well from installation June
until we received a request for service in late November 2014.
A Service
Technician went to the ***'s home on 11/21/and noted batteries in T-stat
needed to be changed and then he performed system check Voltage to the
t-stat was within specifications and once the batteries were replaced
the system was runningThe technician explained to the homeowner what issue
was identified and then left the home
We received a request to
check the heater, a technician went to the home on 12/18/at that time the
breaker was deactivating and the heat strip was assessed, identified heat strip
was pulling a high amp (70-amps) which was causing the breaker to trip
Had to locate and order a new heat strip, as it was defective, which took
an extended amount of time due to parts not being locally availableSystem is
no longer supported by the current distributor (due to phase out of equipment)
and they would no longer order the necessary parts Apollo AC &
Heating had to wait for the new distributor to take over the manufactured brand
in order to have access to replacement parts This information was
explained to Mr*** and noted by the technician Our goal was to keep
his system running in the interim.
On 12/23/Apollo AC
& Heating went back out and identified the blower motor overheated (hot to
the touch) with a "humming" noise as the fan would not turn
Upon checking Circuit board there was a defective fan relay and the
t-stat was not producing the required voltage to engage the heater Both
parts were replaced and under warranty, no cost to the homeowner It
appears this may be related to an electrical issue and recommend an electrician
assess the breaker and confirm the correct breaker is installed
On 2/20/- New heat
strip installed; heat strip requires amps to properly run, noted a am
breaker installed; the fuzz had gauge wiring with am breaker which was
insufficient for heater It was again recommended to the homeowner to
contact an electrician to assess the issuesTesting the system noted wiring to
become overheated and breaker to activate for safety shut off
Temporarily reduced heat strip requirement to amps to allow for heat
strip to activate Recommend electrical be fixed to support heating
system requirements.
On 3/20/- Customer
call stated the AC unit was not cooling Technician noted the unit was
not coming on, the fan relay was not properly functioning/communicating at
circuit board; noted broken 24V connection at control board on furnace
(unsure how this occurred) Repaired connections and fan relay
System was properly working upon departure.
5/12/- technician
Identified Blower motor wheel was out of balance; replaced blower motor wheel
and completed system check
7/27/-- Owner
of Apollo AC went to Mr*** home to address his concernsNoted that
the condenser was sitting in driveway and a used condenser was installed by
someone else (not Apollo AC & Heating) When the homeowner was asked
who removed the outside condenser the customer stated a friend of ours
The drain pan was also replaced by a friend per the client’s information
Discussed plan of action with client and share Apollo AC & Heating was
committed to making this right and working with him to fix the issue We
scheduled time to come back in a couple of weeks to re-install the outside
condenser that was originally installed by Apollo AC & Heating in June
SHAPE \* MERGEFORMAT
8/13/- returned to
reinstall the outside condenser unit and reconnect system The used
condenser installed by the homeowner’s friend had failed Apollo AC &
Heating performed a complete system pressure test to check for leaks, pulled a vacuum
and got the system running again.
8/18/15- Owner of Apollo
AC & Heating went to the ***'s residence to have a face to face
conversation to provide an update and a plan of action moving forward
The system was running.
Important facts
to share:
Apollo AC & Heating does not install "used or
refurbished" equipment, the statement made that the client, Mr***,
thought we installed refurbished equipment.
Below is proof his system was new from the
factory.
In addition, our technician noted and shared with Mr
*** during more than one occasion that there seemed to be an electrical
issue which may be causing some of the issues, shorting out, and
activation of breakers related to the HVAC system
It was acknowledged that
the oven/stove and electric heat were running off same circuit which appeared
to cause issues with the electric heat elements We are not electricians
and recommended Mr*** contacts a licensed electrician to review the possible
issues that may negatively affect the electrical aspect of his HVAC system
All of the work performed was warrantied by the manufacture labor and
parts warranty and has been at no cost to the client One of the
challenges we faced was getting the warrantied parts in stock due to changing
of distribution chain for this brand of HVAC system installed at the ***'s
home This information was share with Mr*** as we were frustrated by
a lack of cohesive support and communication by distribution
In addition, when the
owner of Apollo AC & Heating asked for the name of the company or person
who worked on their HVAC system both Mrand Mrs*** stated they could not
recall the person's name and would not give any information This
person/friend who removed the outside condenser, that Apollo AC & Heating
originally installed, and installed another used condenser left the original
condenser in the driveway In the state of Texas having an unlicensed
HVAC contractor work on the system can void the warranty for the lifetime of
the systemIt is imperative that the person/friend the ***'s had work on
their AC system be noted as a licensed HVAC contractor to ensure a valid
warranty still exists During visits to the ***'s residence it has been
noted that the system has not been maintained nor had the scheduled maintenance
performed as recommended by the manufacture
Apollo AC & Heating
is not responsible for any work performed on the ***'s HVAC system that has
been worked on by another contractor especially non-licensed work performed
Not only is this illegal but we cannot be responsible for any work done
or any issues that come from someone else's work The unlicensed person
installed a used outside condenser in which lasted approximately 1-weeks
The drain pan was removed and replaced by a friend of Mr*** We
would have replaced the drain pan with a new drain pan as part of our service,
but this was done by someone else Apollo AC & Heating was not made
aware of the replacement of the drain pan until the owner of Apollo AC &
Heating went out to the homeowner’s residence to meet with them.
Upon recent visit to theclient’s home it was shared with the client that the fuse seems as if not
properly sized for the system and feel this should be looked at by a licensed
electricianMr*** stated it was looked at already It does not appear
that the ***'s plan to have an electrician inspect the electrical wiring and
breakers that service the HVAC system
Apollo AC & Heating
is scheduled to be at the ***'s home onWednesday, September 2,
2015to replace and install a new OEM blower motor and control
board (at no cost to the client) Appointment confirmation has been
sent to MrFiuez.
HVAC System information
(*** residence)
This unit was
manufactured on 03/01/
Furnace:
Model # ***
Serial # ***
Condenser:
Model #: ***
SN: ***
WARRANTY CENTER
> Warranty Verification > Standard Warranty Coverage
Coverage Type:
Terms:
Expiration Date:
Labor:
Days
07/24/
Parts:
Months
06/24/
WARRANTY CENTER
> Warranty Verification > Comfort Plan Warranty Coverage
Contract Number:
Type Of Coverage:
Status:
Start Date:
Expiration Date:
Labor Only
Approved
07/24/
06/24/
Attached pictures are
as follows:
1.
Breaker that is recommended to be evaluated (amp) by
electrician tied to the furnace
2.
Drain pan that was removed by the ***'s friend (we are unable to warranty the newly installed drain pan)
3.
Outside condenser SN/Model #'s
4.
Outside Condenser after re-installation by Apollo AC & Heating
5.
Furnace SN/Model #
Thank you for forwarding the information shared by Mr*** We have
continued to work with him and have stated several times we are here to work
with him to address the issues At no time has Apollo AC & Heating
denied service or willingness to provide repairs We understand our
customers are the foundation to our company and are appreciative of their
business and support.
Please let us know if we can answer any other questions
Best Regards,
Kent R***, owner
Apollo AC & Heating
832-659-
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.
Sent: Wednesday, August 12, 2015 11:51 AM To: drteam <[email protected]> Subject: Re: A message from your Revdex.com Also, I filed a follow-up complaint about Apollo (he visited on 7/27/15 and promised to be back in 2 or 3 days to fix the AC system), well it's been over 2 week without a visit nor any acknowledgement of when they would start the work after multiple requests. --------------------------------------------
Regards,
Hello,We have spoken with the customer and the manufacturer regarding this problem. We have been to the customer's homes several times to rectify the problem. We found out that the manufacturer is liable and the warranty that was purchased will cover the cost of replacement and labor. As a company,...
we strive on great customer service and have informed the customer the information that was give to us by the manufacturer. We have filed the claim information through their warranty department and have sent in the request that they asked for. We are now waiting on the parts to come in, so we can fix the problem. The parts were ordered, and should only take 7-10 business days to come in from today's date. 8-4-2015. If it takes longer, we will update the customer on the progress. If their are any other questions , please contact Alicia C[redacted] at Apollo AC and Heating 832-659-0318. Thank you