Royal Air

Revdex.com: This letter is to inform you that Royal Air has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted] Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10201436, and have determined that this proposed action would not resolve my complaint Royal Air has distorted facts and made several untrue statementsI am more than happy to provide the documentation that I mention in this response On [redacted] I emailed RA and documented that (1) my A/C system had been found to be overcharged (therefore not functioning properly) and (2) given the overcharge, I was concerned that I had been billed for more freon than was required for proper functioning of my systemI further documented in that same email that I did not know the full extent of the overcharge, ie that the exact amount of excess freon was not known The concerns were addressed by RA during a phone conversation on [redacted] .the company (1) would refund me $for the lbs of freon that I had questioned at the time of the installation as being excessive AND (2) would send a technician on [redacted] to correct the overcharge The phone call addressed my concerns as of [redacted] onlyThe poor RA service on [redacted] and the knowledge gained from the resulting [redacted] work on [redacted] raised subsequent concerns about RA work and billingAt no point during the [redacted] phone conversation did I limit or give up my rights to recover any and all amounts I believe to be due back to me as a result of any unsatisfactory work and/or overbilling by RA The confusion with the mailing began with RA changing the “delivery method” without informing me first and giving me the chance to provide my mailing address (a post office box that I have had since [redacted] )RA told me that its technician would deliver the refund check when he came to correct the overcharge on the afternoon of [redacted] * When the technician did not have the check, I immediately phoned RA I was told during that phone call that there had been a change in plans and the check had instead been put in the mail that morningAs stated in the original complaint, emails from RA document that the company has since given different (often conflicting) mailing dates and circumstancesThough I experienced a 2-week delayed delivery of a package just last month, I can recall having only one other problem receiving mail at my post office box in all these ye***I accept the possibility that US mail could be to blame for my not receiving the refund The matters of the damage to my thermostat and the technician’s behavior on [redacted] are both documented in my [redacted] email to RAThis contradicts RA’s statement that the company had not been informed In spite of RA’s questionable credibility (the documented deceptive advertising that the company has a Revdex.com rating of A+, the documented inconsistencies about mailing the refund, the documented contradiction regarding being informed of the damage to my thermostat, etc) and its unsupported accusations, I accept the possibility that the company has mailed the refund in good faithI only state/document that I have not received itRA should know that copies of checks and an envelope are not necessarily proof of mail I do hope that RA means “verifiable” items, for example receipts for certified or registered postage In the original complaint, I stated that I want a total of $(freon refund and [redacted] reimbursement) from RA to resolve this matter to my satisfactionThere are several payment options that are verifiable and that allow for sources of any problems to be quickly identified/pinpointedThere would be little room for wild, accusations or distrust Revdex.com has informed me that a check could be mailed directly to Revdex.com and that I could retrieve the check from thereI am told the form of address would be: Greater Houston and South Texas Revdex.com c/o My Name, Complaint # xxxx West Loop South Suite Houston, TX As for payment options other than by check, two that come to mind quickly are as followsBoth are simple, reliable, and far more efficient than mailing checks - [redacted] : Is RA set up in [redacted] ? I have an account already and will provide details needed to receive the refund from RA - Direct deposit from bank to bank: I am more than happy to set up a special “quick-pay” account at my bank to receive payment from RA Perhaps by now, in an earnest effort to ensure customer satisfaction, RA has taken the time to think of another payment option or two should one continue to be needed Regards,

Good Afternoon,
Royal Air contacted *** ***, we resolved everything with him at his home, he is very happy and is dropping the complaint with the Revdex.comHe will be contacting Revdex.com to inform them that he is satisfied with everything at this time to disregard the complaint
Thank you,
***

Royal Air would like to respond to *** *** complaint by first explaining that when we initially came out to her home we found that her compressor was grounded. Once we find the diagnosis we then call it into *** (*** *** ***) for authorizations to replace her
compressorWhen we call into authorizations we go by what the technician informs us on what is needed with the replacement, which was lbs of refrigerant was needed for the change out. However, after speaking with *** *** about the overcharged unit, we DID come to an agreement that she only wanted us to reimburse her for the lbsRoyal Air sent her the first check to her home address, which she claimed she never received, then proceeded to tell us that she wanted us to mail it to her P.O> box addressRoyal air had to call the bank and get this check cancelled then mail out another check/checks for the reimbursement to her P.OBox address, which she never told us this from the beginningOn August 11th we mailed out checks for $each to her P.OBox as instructed, Check #'s *** & ***Royal Air just found out today she still has not received these checks, so we investigated if the checks had been cashed, unfortunately, these checks have not been cashed telling us they got lost in the mail, *** *** has these checks, or someone checks her mail and kept them, whichever the case, this is out of Royal Air's hands that these checks are missingBut we have proof we mailed the checks, copies of the checks and a picture of the envelope in which we mailed themAs far as her thermostat being broken, this is the first we have heard of this matter and if we would have known then we would of been happy to fix her thermostatAlso, we apologize of the technician behavior, another issue we had no clue about, if we knew then he would of be reprimanded
At this point if sending *** *** the amount of $310.00, which was never agreed on, in order to resolve this, then we have to come up with a solution in getting this to her seeing how she is not receiving the checks
Thank you!

Royal Air has attempted to contact [redacted] about refunding her the full amount of $310.00. We would like to send someone out this afternoon or evening to hand deliver her the check. Royal Air will need a time so that we can send someone to meet her there we would be very happy to resolve this issue. Royal Air would like to apologize for the inconvenience of the situation at hand and we really want to resolve any issues with [redacted]. Please give us the opportunity to hand deliver your reimbursement ourselves so we can ensure you receive it.
Thank you!

To reply to [redacted] complaint, Royal Air has contacted him and we have our Field Supervisor returning to his home today to correct all issues that he has.
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10201436, and have determined that this proposed action would not resolve my complaint.  
Royal Air has distorted facts and made several untrue statements. I am more than happy to provide the
documentation that I mention in this response.
On [redacted] I emailed RA and documented
that (1) my A/C system had been found to be overcharged (therefore not
functioning properly) and (2) given the overcharge, I was concerned that I had
been billed for more freon than was required for proper functioning of my
system. I further documented in that same email that I did not know the full
extent of the overcharge, ie that the exact amount of excess freon was not
known.  The 2 concerns were addressed by
RA during a phone conversation on [redacted]….the company (1) would refund me $150 for
the 3 lbs of freon that I had questioned at the time of the installation as
being excessive AND (2) would send a technician on [redacted] to correct the
overcharge.  The phone call addressed my
concerns as of [redacted] only. The poor RA service on [redacted] and the knowledge
gained from the resulting [redacted] work on [redacted] raised subsequent concerns about RA
work and billing. At no point
during the [redacted] phone conversation did I limit or give
up my rights to recover any and all amounts I believe to be due back to me as a
result of any unsatisfactory work and/or overbilling by RA.
The confusion with the mailing began
with RA changing the “delivery method” without informing me first and giving me
the chance to provide my mailing address (a post office box that  I have had since [redacted]). RA told me that its
technician would deliver the refund check when he came to correct the
overcharge on the afternoon of [redacted].  When
the technician did not have the check, I immediately phoned RA.  I was told during that phone call that there
had been a change in plans and the check had instead been put in the mail that
morning. As stated in the original complaint, emails from RA document that the company has
since given different (often conflicting) mailing dates and circumstances. Though I experienced a 2-week delayed delivery
of a package just last month, I can recall having only one other problem
receiving mail at my post office box in all these ye[redacted]. I accept  the possibility that US mail could be to
blame for my not receiving the refund. 
The
matters of the damage to my thermostat and the technician’s behavior on [redacted]
are both documented in my [redacted] email to RA. This contradicts RA’s statement
that the company had not been informed.
In spite of RA’s questionable credibility (the documented deceptive
advertising that the company has a Revdex.com rating of A+, the documented
inconsistencies about mailing  the refund,
the documented contradiction regarding being informed of the damage to my
thermostat, etc) and its unsupported
accusations, I accept the possibility that the company has mailed the refund in
good faith. I only state/document that I have not received it. RA should know
that copies of checks and an envelope
are not necessarily proof of mail. 
I do hope that RA means “verifiable” items, for example receipts for certified
or registered postage.
In
the original complaint, I stated that I want a total of $310 (freon refund and
[redacted] reimbursement) from RA to resolve this matter to my satisfaction. There are
several payment options that are verifiable and that allow for sources of any
problems to be quickly identified/pinpointed. There would be little room for wild,
false accusations or distrust.
1.      Revdex.com
has informed me that a check could be mailed directly to Revdex.com and that I could
retrieve the check from there. I am told the form of address would be:   
Greater Houston and South Texas
Revdex.com
c/o My Name, Complaint # xxxx
1333 West Loop South Suite 1200
Houston, TX 77027
2.      As
for payment options other than by check, two that come to mind quickly are as
follows. Both are simple, reliable, and far more efficient than mailing checks.
-         
[redacted]: Is RA set up in [redacted]? I have an account already
and will provide details needed to receive the refund from RA.
-         
Direct deposit from bank to bank: I am more than happy to
set up a special “quick-pay” account at my bank to receive payment from RA.
Perhaps
by now, in an earnest effort to ensure customer satisfaction, RA has taken the
time to think of another payment option or two should one continue to be needed.
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 [redacted], and find that this resolution would be satisfactory to me, with one exception. The check is not to be delivered to my home.  Instead, the $310 check should be delivered/presented to the Dispute Resolution Team at the Revdex.com.  The Revdex.com address is
   
Greater Houston and South Texas Revdex.com
1333 West Loop South Suite 1200
Houston, TX 77027
I welcome the resolution of this complaint.
[redacted]

Revdex.com:
This letter is to inform you that Royal Air has carried out to my satisfaction the resolution it proposed for my complaint, filed on [redacted] and assigned ID [redacted].
Regards,
[redacted]