Reliance Air Conditioning Co. / Reliare

(The consumer indicated he/she DID NOT accept the response from the business.)
SUMMARY: A company should not be able to outbid another to win the contract, only to add additional fees after the work has already been done to recoup their losses/profits. The financing company, Synchrony, said that 5% is for merchant fees, which should NOT be passed on to the customer. I think the confusion may be that the business owner does not actually understand how merchant fees work.

"She's even removed from our*** page reviews by*** cause for asking money that she really needs to pay after investigation process."
RESPONSE: My*** review was removed because the business is operating under two (maybe three? Or more?) business names, Angel's Hand, Reliaire/Reliance Air, and I posted my review to both business pages so they considered it spam. It is suspicious that a company has to do business under multiple names.

"We gave her low price for a 3 tons 16 seers with 3 years labor warranty, 10 years parts.."
RESPONSE: Yes, they did. I am not disputing what was installed, nor what was quoted. However, I would like to point out that after he received my dispute from the financing company, he texted me and threatened to "send me a new receipt that the labor warranty is only 1 year only." I responded to his text asking for clarification, received no response, then my follow up iMessage was undeliverable, so I assume he blocked me.

"we told her the 6.5% to make a like a sales tax due to the process of the financing 5% for his account on synchrony bank then she wants also the permit will be put also on financing so another 5 % taken out again on our small profit. $3900 minus the 5% and another $250 for permit another 5% minus for that."
RESPONSE: Yes, I did ask for the permit to be added last minute because I did not think I needed to tell the contractor I hired what the permitting requirements are. I was told the permit was $285, which I included in my initial claim ($3900 quoted + $285 permit = $4185). Since he's now saying that the building permit was only $250 + 5% ($12.50) = $262.50, my total due should be $4162.50, increasing the disputed overcharge to $294.50.

What i'm trying to say that she got a big discount cause she is from the Philippines too like me and this is what we got? She said that someone gave her a price for more that what she got from us and we add also a nest thermostat.
RESPONSE: Yes, the other quote I received was for $4000, FINANCED, ALL FEES INCLUDED, like it should be when a contractor provides a lump sum estimate. Their cash estimate was $3885 and they were clear about the difference up front. A company should not be able to outbid another to win the contract, only to add additional fees after the work has already been done to recoup their losses/profits. The financing company, Synchrony, said that 5% is for merchant fees, which should not be passed on to the customer. I think the confusion may be that the business owner does not actually understand how merchant fees work.

Now for 3 tons whole system with 16 seers
10 years warranty on parts
3 years labor warranty
Permit pulled
Nest thermostat that she like we put it.
We installed the unit and permit will follow cause she changed her mind.. she needs her ac installed asap cause it's been couple of days that she don't have ac,, so we do the job and paid my crews overtime to make her happy, there working till 10pm that day and suddenly she needs a permit..
RESPONSE: The installer arrived around noon. The AC unit arrived, as scheduled at 1:00 pm. The work at my house was complete at 6:54 pm, as is evidenced by the time stamp on the work order (in which the tech had me sign in the wrong spot, pre rather than post-work).

now, if I know this will be happened to us from her wrong doing because of that $200 plus she's claiming, it's better to pulled first the permit and wait for couple of days to installed or i'm not even getting her business with us.
RESPONSE: I agree. I regret the decision and wish I would have gone with the other company.

That job never have a profit cause I paid overtime just to make her happy and give her a big time discounts..
RESPONSE: When providing a lump sum quote, a consumer should be able to assume, as the name implies, that everything is included. The contractor should not have offered discounts that he could not afford to provide without compromising his profit.

And guest what , she keep communicating with my Dispatch name Mary cause I really don't want to make deal with her after everything and we have a proof all emails between her and Mary.
RESPONSE: Yes, I also have these emails. Mary is the only decent thing about your company and the only reason I postponed filing this claim when it happened. She asked me to give her the opportunity to resolve it and I did. Her customer service was great and I believe she tried to do what she could within her power, but the $294.50 overcharge is yet to be resolved.

(The consumer indicated he/she DID NOT accept the response from the business.)
I have additional documentation showing the following:
Image showing initial balance with Synchrony vs. Reliaire's payment from Synchrony
All estimates provided prior to work being done, showing no tax.
Email sent the evening prior to work being done asking for explanation of why sales tax was added at the last minute; No response received
Final "invoice" provided to the City for permitting purposes showing $3900 and email explaining they excluded fees so the permit would cost less, even though they told me it would be $285.

To reiterate, Reliaire quoted me a price, then passed on their merchant fees to me as "tax."

Quote: $3900
Permit: $262.50
Total: $4162.50
Initial balance with Synchrony: $4457

Overcharge: $294.50

Desired resolution:
Refund of overcharge. I will sign his paper. I will be using another company for servicing regardless as I would rather pay out of pocket than trust them to come into my home again. Hopefully though, Reliaire's workmanship will last at least another 10 months.