Sandcastle Resort and Club, Inc.

In regards to complaint #***, "During this he twisted the drip tray line and accidentally broke the fitting, which allowed water to flow the entire furnace unitThe technician said he would speak to his owner to decide what needed to be done due to him causing this issue." The technician who went to Mr***'s house to address the original issue (condensing pan leakage) arrived to find a rusted and old (30+ years) panHe applied as little pressure as possible to the pan while attempting to fix it, but it still crackedIt is the technician's opinion that this pan would have cracked or broken completely regardless of who attempted to fix it and that it was a matter of time before it rusted out completelyThe technician that was sent to Mr***'s house has almost years of experience in the HVAC industry. Because our technician did break the pan, I decided not to charge Mr*** for the service callI thought the best way to resolve the pan issue was to replace the coil (and pan) at a discounted priceAs I explained in my previous response, replacing the pan (what Mr*** requested) was not the best solution to the problem, however I did offer this option in the quote I gave him

We sincerely apologize for the confusion regarding the warranty repairThe coil can be replaced by us free of charge, as it is under full warrantyPlease call us at *** to schedule

The company responded via phone as follows:The company went to the consumer's house and gave her free maintenanceThey have already changed the thermostatThey are going to call the consumer and send another technician

From: Cassandra D***
Date: Tue, Jun 21, at 10:AMSubject: Claim ID ***To: *** *** ***[email protected]
In response to *** ***'s complaint:
We provided this installation for a home warranty companyWe have very little control how the home warranty company handles their
accountsOur customers who go through home warranty companies do occasionally experience longer wait times and additional verification from us and the warranty company to ensure the customer is getting what they need
The thermostat was not covered by the home warranty company; based on the confusion on the price and scheduling issues regarding installation Conserv-Air provided the thermostat and labor at no charge
We provided service to the neighbor at no costWe will pay for any damages or extra expense caused by our companyConserv-Air is a highly reputable company and our business depends on our customer's complete satisfactionWe will do whatever it takes to resolve this issue!
Sincerely,
Cassandra D***Administrative Assistant, Accounting & Marketing
Conserv-Air Heating & Air ConditioningRocky River DrCleveland, Ohio 44135
[email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.Conserv-Air never serviced my neighbors property at no charge I am not sure why they put that in their statementAlso, I have spoken with the owner before regarding this issue and he agreed to pay but, then refused to return callsSo I would like them to be extremely specificthey will reimburse the service call the neighbor had to make to get her unit turned back on and reimburse her for the use of auxiliary heat or emergency heat due to them shutting her unit off The unit was disconnected in January so emergency heat had to run for monthsincreasing her Bill by dollars per month, totalling $ Also the service call was to diagnose and turn the unit back onReimbursement should be $
Regards,
*** ***

The house that we live in belonged to my great aunt, to which now, my husband, myself, and...

our 2 year old daughter reside. In the summer of 2013, we got tired to refilling the freon inside the air conditioner so my mother, [redacted], purchased a [redacted] air conditioner, brand new. [redacted] then subcontracted the installation to Conserv-Air Co. The air conditioner worked great for one whole summer.
When we turned the air conditioner on when it finally got hot enough to do so this year, we heard the unit running outside but to our dismay, the house never got cold. I contacted Conserv-Air and scheduled an appointment for someone to come out and to check the unit out. I didn't think this was going to be a big issue, seeing as the unit was brand new.
I was given a date for someone to come to my house on May 28 from 12-4. I called in the beginning of May so I had to wait a month for this date.
On the date I was scheduled for the person to come check out the unit, I waited and waited during my time slot. I began to get antsy near 3:50. Finally, a guy named [redacted] arrived. He checked the unit outside then he checked the coils on the inside. He used a tool to determine that the inside coil was indeed leaking. He even stated at the time that the coil "may have been defective at the time of install". Stated in the air conditioner packet, it states to "check the coil to ensure that there are no leaks and that it will work properly". [redacted] then said he would refill the freon that day. He never left us with a bill and we thought he was just being nice. He said that the parts were all still under warranty but if Conserv-Air were to come to the house to install the new coil, it would cost $495, because the job would take half the day.
I felt strongly against this matter. If this employee from Conserv-Air stated himself, that the coil was probably defective at the time of the install, and to my understanding, a brand new air conditioner unit that my family spend a few grand to purchase and to install, should last a good 15-20 years without any problems, why then wouldn't this company replace the coil that was under warranty, for a shotty job that they did installing it?
I discussed the matter with my family and we all felt that we should not pay this company any more money. We wanted to get the coil, that was still under warranty, then find someone else to install it that would not be ripping us off. I called Conserv-Air and said we will be needing the coil but will not be using them for the job. [redacted] then called me and said that the old coil would need to be returned and that they would need a $500 deposit and that money would be returned as soon as they got the old coil. Then he said we had to pay $192 for the time he came out to our house and $150 for the shipping of the new coil. Why on earth do we need to pay shipping for a new coil, under warranty, when they probably have it in their warehouse!? Then he said if we changed our mind and decided to let them go ahead and let them do the install, it would be $544...Jacked the price up from the first time he quoted us the work.
I just feel that we were taken advantage of and ripped off. If they would have come, done the work properly, checked all the parts the way that professionals do at the time of an install, everyone would be happy. Instead, this company tried to get everything they could from us. If they would have done a good job, we could have recommended them to others, telling them what a great job they did. Instead, they tried nickel and diming us, charging us for every little thing that they could.
Thank you for your time and I hope my statement helps aid into any further investigation or even helps others when being taken advantage of from such an unprofessional company.
Regards,[redacted]

From: Cassandra D[redacted] <[email protected]>Date: Thu, Jul 7, 2016 at 7:41 AMSubject: Re: ID [redacted]To: [redacted] <[redacted][email protected]>Cc: Sales Sales <[email protected]>
[redacted],
We reached out to the customer and reimbursed her for the costs she requested. The complaint is now resolved.
Sincerely,
Cassandra D[redacted]Administrative Assistant, Accounting & Marketing
Conserv-Air Heating & Air Conditioning4181 Rocky River DrCleveland, Ohio 44135 216.889.8800
[email protected]

Response taken via phone by Revdex.com staff (**):Company spoke with the customer directly. They were at his home and repaired the damages.

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.
The company at no point corrected the problem. They never made any attempt to fix what they broke. They did offer to fix the problem at a cost of nearly $1000.00. I would still like the company to fix and correct what they damaged.
Regards,
[redacted]