Royal Air Heating & Air Conditioning

In response to the complaint dated 10/19/15, I wish to submit the following account from my technician: As soon as my technician approached the unit, he noticed there were two dangling wires He tightened them in place He then determined the cause of the original problem and realized the replacement parts are of a brand we do not service and therefore do not carry Because the weather had turned cold, he suggested to the homeowners that they contact the original installer and gave them the name of another contractor that does in fact service this particular brand as we would not be able to get the needed parts in a timely manner.My technician is an experienced man who has been in the HVAC business for over years He would never leave a job site in disrepair, and especially not with an unresolved safety issue such as disconnected live wiresMy office does not charge $for reconnecting wires, and in fact, this particular service was not billed at all I am curious why the homeowner is asking my office to pay for their repair

Complaint: [redacted] I am rejecting this response because: There were no dangling wires when the technician arrivedHe cut it in front of us while telling us how upset he is with the model of our unit in a very agitated way because he could not easily get access to check what he needed to check Both I and my husband witnessed that the wires were in place before he arrived and saw him cutting the wiresIt is true we were not charged because there was no service performed, only the damageWe had to call the other company and pay them $for fixing the wires and then a separate amount for fixing the part unrelated to those wires I cannot speak to how long the company has been in business or their level of services, all I can respond to is my personal experience with them, with the service itself, or with anyone calling me back when I called them directly with my complaint Regards, [redacted]

The salesman, was on time, effective explained his assessment of our present air conditioner and system He proficiently explained his recommendations My husband and I was very pleased with his patience in addressing our many questions and concerns We brought a air conditioner and it was installed the next dayWhen the technicians arrived, they went right to work and worked for several hours in a very hot and cramped space I wasn't sure how they were going to remove all the old equipment but they did so without damaging our walls or floors Our air new conditioner works great and is very quiet compared to our old one! We are looking forward to a cool summer and lower utility bills!

Complaint: [redacted]
I am rejecting this response because:
There were no dangling wires when the technician arrived. He cut it in front of us while telling us how upset he is with the model of our unit in a very agitated way because he could not easily get access to check what he needed to check.  Both I and my husband witnessed that the wires were in place before he arrived and saw him cutting the wires. It is true we were not charged because there was no service performed, only the damage. We had to call the other company and pay them $189 for fixing the wires and then a separate amount for fixing the part unrelated to those wires.
I cannot speak to how long the company has been in business or their level of services, all I can respond to is my personal experience with them, with the service itself, or with anyone calling me back when I called them directly with my complaint.
Regards,
[redacted]

The salesman, was on time, effective explained his assessment of our present air conditioner and system. He proficiently explained his recommendations. My husband and I was very pleased with his patience in addressing our many questions and concerns. We brought a air conditioner and it was installed the next day.
When the technicians arrived, they went right to work and worked for several hours in a very hot and cramped space. I wasn't sure how they were going to remove all the old equipment but they did so without damaging our walls or floors. Our air new conditioner works great and is very quiet compared to our old one! We are looking forward to a cool summer and lower utility bills!

In response to the complaint dated 10/19/15, I wish to submit the following account from my technician:
As soon as my technician approached the unit, he noticed there were two dangling wires.  He tightened them in place.  He then determined the cause of the original problem and...

realized the replacement parts are of a brand we do not service and therefore do not carry.  Because the weather had turned cold, he suggested to the homeowners that they contact the original installer and gave them the name of another contractor that does in fact service this particular brand as we would not be able to get the needed parts in a timely manner.My technician is an experienced man who has been in the HVAC business for over 30 years.  He would never leave a job site in disrepair, and especially not with an unresolved safety issue such as disconnected live wires.
My office does not charge $189 for reconnecting wires, and in fact, this particular service was not billed at all.  I am curious why the homeowner is asking my office to pay for their repair.

A technician came out to service my heating and cooling systems. Three weeks later we realized the cooling system was not working properly. We asked to have the technician return and we were given a hard time. They wanted to charge us again. But more irritating, they wanted us to wait a week. Because my elderly mother lives with us, and the house was not cooling below 81 degrees, we called another local company. This company came out immediately, addressed the problem and was quite shocked when we told the technician that Royal had been here within the past 4 weeks. We were shown the dirt and debris left in the units and on the coils. We were told nothing had been done. The lack of integrity and customer service skills Royal showed had a good side - we were put in touch with a reputable company.

In response to the complaint dated 10/19/15, I wish to submit the following account from my technician:As soon as my technician approached the unit, he noticed there were two dangling wires.  He tightened them in place.  He then determined the cause of the original problem and realized the...

replacement parts are of a brand we do not service and therefore do not carry.  Because the weather had turned cold, he suggested to the homeowners that they contact the original installer and gave them the name of another contractor that does in fact service this particular brand as we would not be able to get the needed parts in a timely manner.My technician is an experienced man who has been in the HVAC business for over 30 years.  He would never leave a job site in disrepair, and especially not with an unresolved safety issue such as disconnected live wires.My office does not charge $189 for reconnecting wires, and in fact, this particular service was not billed at all.  I am curious why the homeowner is asking my office to pay for their repair.

Complaint: [redacted]
I am rejecting this response because:
There were no dangling wires when the technician arrived. He cut it in front of us while telling us how upset he is with the model of our unit in a very agitated way because he could not easily get access to check what he needed to check.  Both I and my husband witnessed that the wires were in place before he arrived and saw him cutting the wires. It is true we were not charged because there was no service performed, only the damage. We had to call the other company and pay them $189 for fixing the wires and then a separate amount for fixing the part unrelated to those wires. I cannot speak to how long the company has been in business or their level of services, all I can respond to is my personal experience with them, with the service itself, or with anyone calling me back when I called them directly with my complaint.
Regards,
[redacted]

A technician came out to service my heating and cooling systems. Three weeks later we realized the cooling system was not working properly. We asked to have the technician return and we were given a hard time. They wanted to charge us again. But more irritating, they wanted us to wait a week. Because my elderly mother lives with us, and the house was not cooling below 81 degrees, we called another local company. This company came out immediately, addressed the problem and was quite shocked when we told the technician that Royal had been here within the past 4 weeks. We were shown the dirt and debris left in the units and on the coils. We were told nothing had been done. The lack of integrity and customer service skills Royal showed had a good side - we were put in touch with a reputable company.

Review: Our heater was not maintaining the required temperature and it was cold in the house, so we called Royal Air advertised in a local magazine. The operator said she will dispatch someone the same day and we were very happy. The gentleman arrived the same day and from the very beginning he was very agitated. He was almost screaming that our unit was on the attic, that the model was not convenient for repairs, and that it was hard for him to reach the parts. He said it was a wiring issue and cut two wires off and left telling us that we should contact their competitor instead. After he left, the heater stopped working at all and we had to call another contractor who charged us for restoring the wires back to normal and was shocked that the Royal Air employee created an unsafe situation by cutting the wires and leaving this exposed. We had to pay $189 just for restoring wiring to the original level.

I called Royal Air the same day to share the horrible experience, and the lady on the phone who made this appointment told me that she is not an owner, just the dispatcher, and she will pass my concerns to the owner. I confirmed my name and number. No one called me back.

The other contractor was able to identify the part we need to replace and we are waiting on it now. We would like Royal Air to compensate us for the two visits that had to be made to fix the damage done by their repair person.Desired Settlement: Royal Air refunds us for what we had to pay to fix the damage from their repair person.

Business

Response:

In response to the complaint dated 10/19/15, I wish to submit the following account from my technician:As soon as my technician approached the unit, he noticed there were two dangling wires. He tightened them in place. He then determined the cause of the original problem and realized the replacement parts are of a brand we do not service and therefore do not carry. Because the weather had turned cold, he suggested to the homeowners that they contact the original installer and gave them the name of another contractor that does in fact service this particular brand as we would not be able to get the needed parts in a timely manner.My technician is an experienced man who has been in the HVAC business for over 30 years. He would never leave a job site in disrepair, and especially not with an unresolved safety issue such as disconnected live wires.My office does not charge $189 for reconnecting wires, and in fact, this particular service was not billed at all. I am curious why the homeowner is asking my office to pay for their repair.

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

There were no dangling wires when the technician arrived. He cut it in front of us while telling us how upset he is with the model of our unit in a very agitated way because he could not easily get access to check what he needed to check. Both I and my husband witnessed that the wires were in place before he arrived and saw him cutting the wires. It is true we were not charged because there was no service performed, only the damage. We had to call the other company and pay them $189 for fixing the wires and then a separate amount for fixing the part unrelated to those wires. I cannot speak to how long the company has been in business or their level of services, all I can respond to is my personal experience with them, with the service itself, or with anyone calling me back when I called them directly with my complaint.

Regards,

The salesman, was on time, effective explained his assessment of our present air conditioner and system. He proficiently explained his recommendations. My husband and I was very pleased with his patience in addressing our many questions and concerns. We brought a air conditioner and it was installed the next day.
When the technicians arrived, they went right to work and worked for several hours in a very hot and cramped space. I wasn't sure how they were going to remove all the old equipment but they did so without damaging our walls or floors. Our air new conditioner works great and is very quiet compared to our old one! We are looking forward to a cool summer and lower utility bills!