Mr [redacted] ,We apologize that you feel slighted or ripped off by Champion AC, but I can assure you that we are not in the business of stealing, cheating or taking advantage of our customersUpon arriving at your home our technician (not a comfort adviser) found a multitude of things wrong with your year old TRANE heat pump and your year old Air Handler - most notably, that the system was low on Freon, and that there was an electrical fault in your capacitorNumerous other issues include: lack of return, no return plenum, ducts not sealed, minimal insulation and a minimal Hemergency pan which we could not serviceDue to the nature of the system, we recommended a variety of options (all listed in the signed invoice) ranging from replacing the system to a minimum repair optionYou chose our standard option which included adding Freon and replacing your capacitor under your warranty, and performing a "dye test"While you claim that nothing came of the dye test, the invoice states that we found a fracture fault in your evaporator coil listed on the 9/8/invoiceThe invoice states that you decided to hold off on replacement at the timeAs far as your system running while having a burnt up capacitor, yes, it can still run but it is very damaging to your system and health of your unitA year later you state that you had another company out to perform a tuand in minutes they declared it "pristine." Since our technician has fixed your unit, and replaced your part under warranty, it would seem that his work is validated by this other companyAlso, any year old system with a year old air handler is not going to be in "pristine" conditionOur technician provided you with his findings, what any other company may find or not find is on them to explain While we never want our customers to feel cheated, we do not agree with your statement that we are defrauding or taking advantage of anyone, as all options are provided and up to the customer to sign off onOur customers must move forward with services and sign an invoice - which is copied and signed below Regards, [redacted] Outreach Manager
Good afternoon, we dispute the claim that no price was given, that you were not told of terms and conditions, and that we are deceiving or defrauding our customersFirst, we detailed three different options and you chose the most expensive option that included upgrades to your unit (or the unnecessary items stated)Our services are different that just grabbing a part and going to your home to replace itYou requested/paid for a servicame out to your home, spent an hour and a half assessing your unit, and then repaired your systemWhile we don’t dispute that your old parts may function, we do state that we were called out to service your H VAC unit and upon assessing we found problems in multiple spotsWhile these parts may “function” as of right now, you were told that by not replacing these parts, your H VAC unit could stop working all togetherAlso, you signed three documents while we were at your home: your service invoice (which includes language about your warranty and includes pricing), your sales and application slip (that includes pricing) and a credit report to see if you qualify for financingOne may be an oversight, but three signatures is notWe offer pricing based upon what we believe is on par if not better than our competition, but we do not let customers set their own price or tell us what our labor costsIf you didn’t believe we should perform work based on our prices, then our invoice shouldn’t have been signed (along with your credit report history and sales & application slip) and we could have gone our separate waysBut, you agreed to repairs that we performed along with the price (the price was listed on two of the three documents you signed) and we repaired all issues
Dear Customer,Unfortunately a generic Material/Labor cost breakdown would not accurately represent the overall cost of this service as their are several other variables required and factored in in order for our company to continue to provide what we strive to be premier customer service in a commonly misconstrued industrySuch variables include daily operational costs such as fleet expenses (fuel, maintenance, and insurance)Also office expenses as premium phone and internet services, Dispatch Call Center payroll, computers and software programsTraining for our technicians to continue to provide our customers with the best knowledge, skill and workmanshipThe fact of the matter is if we truly did a cost breakdown on every part we use as you are requesting, it could very easily in some cases, exceed your quoted amountSo in analyzing virtually every service call we came up with a flat rate/menu pricing for services and repairs to make it simple, fair and easyMany companies in the skilled trade industries use plans similar to this and of course, some do notIn order for us to maintain to be the best prepared service provider for our customers this is how we operate for efficiency purposesI have seen labor rates range between $245-$and hour and sometimes higher which even my question would be how does one come up with a labor rateSo your concerns about labor costs could then be easily directed to specifically labor costs if there was such a hard number associated with it vice the overall cost of the repair We do provide a detailed list of options that all carry lump sum chargesOur company has gone green as of 2015, therefore, we do not provide paper invoicesThe reason the signature page is not on the invoice is that it would be even smaller than the fine print you state is too small to readOnce reviewed by the customer, the customer then opts to sign the document giving us the rights to the service contact and the signature states that all terms and conditions have been readThis is very similar to shopping at Target, Best Buy or Apple; you agree to terms and conditions and are then asked to sign Only after the customers accepts the terms and conditions are they asked to sign the contractI can promise you that we would not be in business if we had the mindset to rip people offSimply, some of the cost is the price of doing businessAs an example, I don't think you or I think twice about buying a gallon of milk, or a TV, or even a car when we both know that none of those products actually cost what we pay when we purchase such thingsThey too have many variables to considerBut yes, milk does not cost $So there is a larger amount of money with this situation.In good faith and a token of our understanding I would like to offer you a free year of our exclusive C.H.A.M.PClub Membership which will provide you an extra year of warranty, service, and performance checks at no cost on each system ($Value) Regards, [redacted] Outreach Manager
Complaint: [redacted] I am rejecting this response because: The coils themselves should be free under warranty and the warranty charge for labor should not include the hour comedy of errors that left us sweating for days and stressed and perhaps damaged our 8-year-old system I will not elaborate here, as you know of these matters already The amount you propose charging is a hefty price to pay for warranty work, would you not agree? I think you should recompute your costs to not charge us a la carte pricing on something we would never have agreed to if [redacted] representations to us had been correct The final amount just does not pass the sniff test Perhaps run it by your accountant again Alternatively, we suggest you just waive the labor charges entirely I was told you would be using it in training your employees as an example of what NOT to doThank you for your consideration Regards, [redacted] [redacted]
[redacted] , Thank you for bring this situation to our attentionWe understand that you have been working directly with our Service Manager, [redacted] ***, regarding this issueHe has informed us that we have come to a solution, and that he will be working with you to schedule a time that best suits your needs to resolve the issue We deeply appreciate your patience and understanding Respectfully, [redacted] Outreach Manager
Again, we detailed options ranging from least expensive to most expensive and you chose the most expensive option- which included upgrades to your unitThat was a choice you made, it was not something we pushed upon youYou also cancelled the call for us come back out there, so we could not perform the repair you stated was never made (the NATE recharge)We continue to stand by what we said: you have three different documents with signatures , not to mention that one of those documents requires initials next to a point on your finance application that states "I have reviewed and selected the promotional options that fits my needs." - with the agreed amount financed at the bottomOnce a signature is given (three times plus initials on other parts of the sales slip) you state by signing that you understand all terms and conditionsWe offered a 20% discount which is close to halfway between the $that was signed and agreed to and the $you are wishing to payThis offer was rejected As for the complaints, we have addressed the same things twice nowWe do not prey on customers We stand by our position that we will not let a customer determine how we price our services or how much our labor costsWe consider all of these accusations ludicrous, as we have been doing business for too long to be accused of such malpractice
This issue is a closed matterChampion AC has been in business to long to even attempt such a malicious practiceCustomer had another company come out that claimed we let Refrigerant out of her system yet there was no oil at the valve stemsCustomer has home warranty and did dollars
with another companyWe refunded her the and customer and management team is moving on in their respectful ways
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** We finally received the refund today,9/1/ Our attempts at trying to resolve this directly with the company failed and only until we got you, Revdex.com, involved did weget the resolution we desired So for that, we are truly grateful
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Since our initial conversation (Sept 20, 2016) I have yet to just get answers to my questions. I have not asked for nor do I want any recommendations from Champion. I have a system that is currently working and cooling just fine. This same system was working just fine last September, but I only needed the maintenance "check-up." You keep trying to focus on the system, state of the system, age of the system and apparently label the almost year old outside unit something less than what it is. I continue to ask (a) why the system was running correctly (cooling and cycling just fine) but yet your tech had to add over lbs of Freon to a system that he stated had a "fracture" that has apparently healed itself (b) that to find the "fracture" he had to inject the dye into the system, but yet when he returns a week later he cannot find any evidence of the dye (other than in the pan where moisture collects but then drains outside where he still couldn't prove that it was there) (c) why the system was running just fine (again, cooling) but yet your tech finds a burned start up capacitor and needs to replace it and yet no one can explain how this unit was still running. Since last September the system has run just fine. It cools in the summer and it heats in the winter. No problems. How can one company find so much wrong with a "working system.?" Certainly we could use some upgrades, but then again what system doesn't need upgrades. I don't want to waste time going back and forth with non-issues. No comprehensive examination or recommendations would be considered of any value from Champion A/C and again I have not asked for any. I will do my best to get someone from the TRANE company to have someone come out and just check for the existence of the dyethat must still be circulating within this working system, answer the question about the startup capacitor and the question about how the system continued to cool being so excessively low on Freon. I don't plan on having anyone from Champion AC on my property.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: First, I'll admit that the word "pristine" may not be correct for the aged blower unit, but I'm still concerned that the word "fixed" my problems when there were not reported problems with my A/C unit. My questions, during my phone conversation with Mr***, have yet to be answered. I am not convinced that (a) the "fractured" unit that had leaked over lbs of Freon has now fixed itself and that the unit continues to cool just like it was doing last year (after approximately a year still having good pressures) (b) that the problem with the stacapacitor was coincidental in failing when the tech accessed the unit (the unit was working cycling correctly with no evidence of increased electrical usage from running continuously), (c) that the tech could not find any evidence of the dye that was injected into the system over a week after the initial visit outside in the drain line. It is just inconceivable that the unit needed so much work when it was running just fine with again no problems. I can certainly understand the need to protect the business and the technician, but there seems to be one thing that isn't being considered with these issues and that is the satisfaction of the overall service to the customer/client. I am requiring a comprehensive explanation of: (a) how the unit could possibly run being so low on Freon (b) how the Freon levels and pressure are still good today (approximately one year later), (c) how the system was cycling properly but all of a sudden requiring a new stacapacitor, (d) with the system still running why we can't, today, see if the dye is still visible in the system. My feelings about what had transpired are the same. I am still not satisfied with any of the answers I have received to date
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The Original AC Unit has year parts and year on the compressor( the part that is bad) and that is without the extended warrantee I bought from Champion AC for $1,099 If the Lennox company years after I initially bought the AC will not honor or reject the warrantee then I want the $1,I pay for the extended warranteeI will get another authorized repair dealer and have them contact Lennox for the warrantee that is in place without the extended warranteeI have also spoken to the Lennox Company and they told me ( Ms ***) that the Unit is under warrantee and all it has to happen is the AC authorized dealer call them to authorized repairs. The comparison and rationale that AC Champion is using is irrelevant, the same comparison/analogy I can use if I go to Lowes or Home Depot and buy a new refrigerator (that has also a compressor, just like an AC) and I don't have to get an additional Service agreement + extended warrantee with them in the event that the refrigerator malfunction, if the refrigerator breaks down and still under company manufacture's warrantee it will get fix, the same should happen with a new AC unit that the Compressor fails in less than years and still under company warrantee. I DO NOT want the extended warrantee; I want the $ 1,099 that I for that extended warrantee and I will get another reliable and honest Authorized Service AC to have ALL and or futures break downs on my Lennox AC UnitThe Extended Warrantee is not with the Lennox if with Champion AC and since them Want an additional $per year membership to have someone service check on a new Unit for year then is useless to have that extended warrantee they sold me with the original AC saleAdditionally, I will like to have the exact time and dates and person(s) that they claim they have call me in & to provide service so I can go to my telephone provider and ask for the detail call report on those specific days
Regards,
*** ***
Good morning, my name is *** ***, Outreach Manager at Champion ACI have received your Revdex.com Complaint concerning the above referenced service call at your parent's home*** Stokes, our GM, spoke directly to both Mrand Mrs*** after *** departure from the property, and offered a
generous credit back to your parents who graciously accepted after a long detailed conversation that ended on a positive note
Mr***, Please allow me the opportunity to sincerely apologize for the delay in getting this issue resolved for youI understand some significant time has passed since we have last spoke via a phone conversationIt was not intentional on any levelPositive Customer Service and
experiences are a priority for us here at Champion AC. As of today, I will provide you the follow through promised and discussed during our phonemail. Your original invoiced solution was for the amount of $which has since been processed through Synchrony in full. I will forward you the adjusted invoiced which will detail the following:Adjusted amount for your Heat Absorption System which will reflect the Warranty Price versus the Out of Warranty cost which you and I both verified is indeed under warranty.This adjustment is $to $= Difference of $595I also zeroed out the charge of $for an additional year of our C.H.A.M.PClub Membership since you are already an active member as discussed. I would also like to comp your Germicidal Prevention System for your troubles and frustrations to this point. This offered resolution will provide you a a complete refund of $1273.00This refund will issued in the form of a check directly from Champion AC.Please contact me at your earliest convenience at *** or at *** *** if this is an acceptable resolution for this matter at hand.I again offer my sincere apologies for the delay in getting this resolve taken care of for you.The adjusted invoice is attached for your records and documentation.Regards to you and your family,*** ***General Manager - Champion AC
Complaint: ***
I am rejecting this response because: After checking withy a supplier of parts it was determined the actual parts installed ( some of which were not necessary to the operation of the unit and three of the replaced parts were parts were actually functional ) I was able to verify the parts cost was no more than $per unitOur a total of $800.00 giving a high side to the labor costs of $which is more than $per hour the total repair job should not have exceeded $ parts and labor .There was no price given no any documentation given explaining what the warranty covered so they tell you nothing just make it an aand I understand they have three levels of these warranties and we have no idea which one is we were suppose to receive.In as much as all the "paper work" is done on a small I Pads that does not show and information that the consumer can or is instructed to read by the service Tech I reject any claims they make that we would know what we were signing and believe this is part of their scheme to defraud the consumer.I , because the parts have been installed am willing to pay $1100.00 for the completed parts and labor and will provide Champion with a check for sameChampion should cancel the finance agreement they had me sign ( no documentation has been provided any of that. So we have no further obligation.Additionally their explanation of why I should subsidize their fleet and training of their personnel is the most ridiculous thing I have ever heard in my years of business experience.That is really rip off poppycock. *** ** ***
Regards,
*** ***
Champion AC does not fraud anyoneIt is against the law to preform consumer fraud and we are law abiding citizens here. I have had a long conversation with the husband and we are on the same page. We will be refunding the total amount and will be doing business going
forward
Complaint: ***I am rejecting this
response because: The leak is in the Coil so it does not have anything to do with any other parts of ACMy AC repair man told me the since all pounds of Freon was gone it must started long time ago may be a year since this does not happen over night to leak everythingThe installation was very expensive $2,just to replace the coil and you all did a lousy jobThe day after the install my whole kitchen ceiling was flooded and the whole ceiling almost came offIt turned out you all put the draining pipe directly above my kitchen ceilingI regret I did business with you at all.Regards,
*** ***
I have spoken to the customer and we have mutually agreed to a refund amount that makes her satisfiedApologized for the inconvenience and I feel that we have made it right between both parties
Complaint: ***
I am rejecting this response because:
E: Complaint ID ***In an effort to summarize my ongoing formal dispute with Champion AC I submit the following; Champion states I signed and IPad two times that showed visual language " I' acknowledged receipt of a 'completed copy of this sales slip”; and one time that showed visual language “By signing this document you (customer) are aware and agree to all disclaimers below…”They also submit that all work was completed.They admit removing working parts and replacing them with new parts and adding parts that were not necessary to make our AC operate without explaining why we needed those parts.They also state “ our company went green in and therefore we do not provide paper invoices" My continued positions are:I signed a blank lPad signature screen times but never saw any digital document images or written invoices - just a blank lPad I never saw or was given any written documentation of what they requested I sign I see this as nondisclosure.Recently I had an extraordinarily difficult cancer surgery, requiring weeks in the hospital, with subsequent home care for monthsFive and a half hours of surgery has left me with difficultiesThis coupled with concern about the AC because house guests were due the next day impaired my concentrationWhen I realized I had not seen any of the documents as stated and provided to you recently by Champion, I asked for them, as well as a line item parts and labor invoicebut was refused.The first day a tech arrived after PM and inspected the unitsHE MADE NO REPAIRS AT THIS TIME other than to add Rto one unit he said was lowNothing else was doneHe then presented us with three options ranging from $to $for additional repairs, including a NATE recharge for a” future inspection of coil unit in the attic to find a possible leak'This NATE coil inspection was NEVER done and was included as part of the $charge.The tech left, returning the next morning to add the new parts and replace existing parts, all of which were unnecessary inasmuch as two of the parts were still working, as admitted by ChampionTo remove good parts and replace with new ones is strange business to say the leastAnd that was the only work completed by ChampionAt no time as previously stated did anyone return for the leak inspection which was billed.In short, we have been billed for work not necessary, not completed at all, and a one- year warranty and service contract we do not want, as, understandably we do not wish to work with Champion given the above.In checking with venders to get an idea of the cost of the parts installed by Champion we determined the cost of all parts installed by Champion totaled $for the two units(Remembering that all were unnecessary) Allowing $for labor, (which is $per hr for time spent) we have offered Champion $1,to resolve this matter, despite our positions:Champion did not disclose any information or show documents to us prior to requesting us to sign a blank IPad signature blockChampion refuses to provide us with a standard itemized parts and labor breakdown on the $Champion in their” bulk pricing” included parts that they admit were not necessary to repair the unit to make it work properlyChampion replaced current parts that were working and did not need to be replacedChampion did not complete all the work they included in their billingChampion is asking us to pay for a one- year Service contract and Warranty we do not want.We have made this settlement offer merely to close this matter for reasons of healthHowever, if Champion continues to refuse this offer, we will continue our formal dispute.To reiterate, we do not consider any of these charges as accurate but are willing to settle for the above reasons
Regards,
*** ***
Mr [redacted] ,We apologize that you feel slighted or ripped off by Champion AC, but I can assure you that we are not in the business of stealing, cheating or taking advantage of our customersUpon arriving at your home our technician (not a comfort adviser) found a multitude of things wrong with your year old TRANE heat pump and your year old Air Handler - most notably, that the system was low on Freon, and that there was an electrical fault in your capacitorNumerous other issues include: lack of return, no return plenum, ducts not sealed, minimal insulation and a minimal Hemergency pan which we could not serviceDue to the nature of the system, we recommended a variety of options (all listed in the signed invoice) ranging from replacing the system to a minimum repair optionYou chose our standard option which included adding Freon and replacing your capacitor under your warranty, and performing a "dye test"While you claim that nothing came of the dye test, the invoice states that we found a fracture fault in your evaporator coil listed on the 9/8/invoiceThe invoice states that you decided to hold off on replacement at the timeAs far as your system running while having a burnt up capacitor, yes, it can still run but it is very damaging to your system and health of your unitA year later you state that you had another company out to perform a tuand in minutes they declared it "pristine." Since our technician has fixed your unit, and replaced your part under warranty, it would seem that his work is validated by this other companyAlso, any year old system with a year old air handler is not going to be in "pristine" conditionOur technician provided you with his findings, what any other company may find or not find is on them to explain While we never want our customers to feel cheated, we do not agree with your statement that we are defrauding or taking advantage of anyone, as all options are provided and up to the customer to sign off onOur customers must move forward with services and sign an invoice - which is copied and signed below Regards, [redacted] Outreach Manager
We have reached out to Ms [redacted] , and explained our invoicing protocolsWe believe that the matter is now closed per our conversation yesterday
Good afternoon, we dispute the claim that no price was given, that you were not told of terms and conditions, and that we are deceiving or defrauding our customersFirst, we detailed three different options and you chose the most expensive option that included upgrades to your unit (or the unnecessary items stated)Our services are different that just grabbing a part and going to your home to replace itYou requested/paid for a servicame out to your home, spent an hour and a half assessing your unit, and then repaired your systemWhile we don’t dispute that your old parts may function, we do state that we were called out to service your H VAC unit and upon assessing we found problems in multiple spotsWhile these parts may “function” as of right now, you were told that by not replacing these parts, your H VAC unit could stop working all togetherAlso, you signed three documents while we were at your home: your service invoice (which includes language about your warranty and includes pricing), your sales and application slip (that includes pricing) and a credit report to see if you qualify for financingOne may be an oversight, but three signatures is notWe offer pricing based upon what we believe is on par if not better than our competition, but we do not let customers set their own price or tell us what our labor costsIf you didn’t believe we should perform work based on our prices, then our invoice shouldn’t have been signed (along with your credit report history and sales & application slip) and we could have gone our separate waysBut, you agreed to repairs that we performed along with the price (the price was listed on two of the three documents you signed) and we repaired all issues
Dear Customer,Unfortunately a generic Material/Labor cost breakdown would not accurately represent the overall cost of this service as their are several other variables required and factored in in order for our company to continue to provide what we strive to be premier customer service in a commonly misconstrued industrySuch variables include daily operational costs such as fleet expenses (fuel, maintenance, and insurance)Also office expenses as premium phone and internet services, Dispatch Call Center payroll, computers and software programsTraining for our technicians to continue to provide our customers with the best knowledge, skill and workmanshipThe fact of the matter is if we truly did a cost breakdown on every part we use as you are requesting, it could very easily in some cases, exceed your quoted amountSo in analyzing virtually every service call we came up with a flat rate/menu pricing for services and repairs to make it simple, fair and easyMany companies in the skilled trade industries use plans similar to this and of course, some do notIn order for us to maintain to be the best prepared service provider for our customers this is how we operate for efficiency purposesI have seen labor rates range between $245-$and hour and sometimes higher which even my question would be how does one come up with a labor rateSo your concerns about labor costs could then be easily directed to specifically labor costs if there was such a hard number associated with it vice the overall cost of the repair We do provide a detailed list of options that all carry lump sum chargesOur company has gone green as of 2015, therefore, we do not provide paper invoicesThe reason the signature page is not on the invoice is that it would be even smaller than the fine print you state is too small to readOnce reviewed by the customer, the customer then opts to sign the document giving us the rights to the service contact and the signature states that all terms and conditions have been readThis is very similar to shopping at Target, Best Buy or Apple; you agree to terms and conditions and are then asked to sign Only after the customers accepts the terms and conditions are they asked to sign the contractI can promise you that we would not be in business if we had the mindset to rip people offSimply, some of the cost is the price of doing businessAs an example, I don't think you or I think twice about buying a gallon of milk, or a TV, or even a car when we both know that none of those products actually cost what we pay when we purchase such thingsThey too have many variables to considerBut yes, milk does not cost $So there is a larger amount of money with this situation.In good faith and a token of our understanding I would like to offer you a free year of our exclusive C.H.A.M.PClub Membership which will provide you an extra year of warranty, service, and performance checks at no cost on each system ($Value) Regards, [redacted] Outreach Manager
Complaint: [redacted] I am rejecting this response because: The coils themselves should be free under warranty and the warranty charge for labor should not include the hour comedy of errors that left us sweating for days and stressed and perhaps damaged our 8-year-old system I will not elaborate here, as you know of these matters already The amount you propose charging is a hefty price to pay for warranty work, would you not agree? I think you should recompute your costs to not charge us a la carte pricing on something we would never have agreed to if [redacted] representations to us had been correct The final amount just does not pass the sniff test Perhaps run it by your accountant again Alternatively, we suggest you just waive the labor charges entirely I was told you would be using it in training your employees as an example of what NOT to doThank you for your consideration Regards, [redacted] [redacted]
[redacted] , Thank you for bring this situation to our attentionWe understand that you have been working directly with our Service Manager, [redacted] ***, regarding this issueHe has informed us that we have come to a solution, and that he will be working with you to schedule a time that best suits your needs to resolve the issue We deeply appreciate your patience and understanding Respectfully, [redacted] Outreach Manager
Complaint: ***
I am rejecting this response because:
Regards,
*** ***
Again, we detailed options ranging from least expensive to most expensive and you chose the most expensive option- which included upgrades to your unitThat was a choice you made, it was not something we pushed upon youYou also cancelled the call for us come back out there, so we could not perform the repair you stated was never made (the NATE recharge)We continue to stand by what we said: you have three different documents with signatures , not to mention that one of those documents requires initials next to a point on your finance application that states "I have reviewed and selected the promotional options that fits my needs." - with the agreed amount financed at the bottomOnce a signature is given (three times plus initials on other parts of the sales slip) you state by signing that you understand all terms and conditionsWe offered a 20% discount which is close to halfway between the $that was signed and agreed to and the $you are wishing to payThis offer was rejected As for the complaints, we have addressed the same things twice nowWe do not prey on customers We stand by our position that we will not let a customer determine how we price our services or how much our labor costsWe consider all of these accusations ludicrous, as we have been doing business for too long to be accused of such malpractice
This issue is a closed matterChampion AC has been in business to long to even attempt such a malicious practiceCustomer had another company come out that claimed we let Refrigerant out of her system yet there was no oil at the valve stemsCustomer has home warranty and did dollars
with another companyWe refunded her the and customer and management team is moving on in their respectful ways
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** We finally received the refund today,9/1/ Our attempts at trying to resolve this directly with the company failed and only until we got you, Revdex.com, involved did weget the resolution we desired So for that, we are truly grateful
Regards,
*** ***
Complaint: ***
I am rejecting this response because: Since our initial conversation (Sept 20, 2016) I have yet to just get answers to my questions. I have not asked for nor do I want any recommendations from Champion. I have a system that is currently working and cooling just fine. This same system was working just fine last September, but I only needed the maintenance "check-up." You keep trying to focus on the system, state of the system, age of the system and apparently label the almost year old outside unit something less than what it is. I continue to ask (a) why the system was running correctly (cooling and cycling just fine) but yet your tech had to add over lbs of Freon to a system that he stated had a "fracture" that has apparently healed itself (b) that to find the "fracture" he had to inject the dye into the system, but yet when he returns a week later he cannot find any evidence of the dye (other than in the pan where moisture collects but then drains outside where he still couldn't prove that it was there) (c) why the system was running just fine (again, cooling) but yet your tech finds a burned start up capacitor and needs to replace it and yet no one can explain how this unit was still running. Since last September the system has run just fine. It cools in the summer and it heats in the winter. No problems. How can one company find so much wrong with a "working system.?" Certainly we could use some upgrades, but then again what system doesn't need upgrades. I don't want to waste time going back and forth with non-issues. No comprehensive examination or recommendations would be considered of any value from Champion A/C and again I have not asked for any. I will do my best to get someone from the TRANE company to have someone come out and just check for the existence of the dyethat must still be circulating within this working system, answer the question about the startup capacitor and the question about how the system continued to cool being so excessively low on Freon. I don't plan on having anyone from Champion AC on my property.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: First, I'll admit that the word "pristine" may not be correct for the aged blower unit, but I'm still concerned that the word "fixed" my problems when there were not reported problems with my A/C unit. My questions, during my phone conversation with Mr***, have yet to be answered. I am not convinced that (a) the "fractured" unit that had leaked over lbs of Freon has now fixed itself and that the unit continues to cool just like it was doing last year (after approximately a year still having good pressures) (b) that the problem with the stacapacitor was coincidental in failing when the tech accessed the unit (the unit was working cycling correctly with no evidence of increased electrical usage from running continuously), (c) that the tech could not find any evidence of the dye that was injected into the system over a week after the initial visit outside in the drain line. It is just inconceivable that the unit needed so much work when it was running just fine with again no problems. I can certainly understand the need to protect the business and the technician, but there seems to be one thing that isn't being considered with these issues and that is the satisfaction of the overall service to the customer/client. I am requiring a comprehensive explanation of: (a) how the unit could possibly run being so low on Freon (b) how the Freon levels and pressure are still good today (approximately one year later), (c) how the system was cycling properly but all of a sudden requiring a new stacapacitor, (d) with the system still running why we can't, today, see if the dye is still visible in the system. My feelings about what had transpired are the same. I am still not satisfied with any of the answers I have received to date
Regards,
*** ***
Complaint: ***
I am rejecting this response because: The Original AC Unit has year parts and year on the compressor( the part that is bad) and that is without the extended warrantee I bought from Champion AC for $1,099 If the Lennox company years after I initially bought the AC will not honor or reject the warrantee then I want the $1,I pay for the extended warranteeI will get another authorized repair dealer and have them contact Lennox for the warrantee that is in place without the extended warranteeI have also spoken to the Lennox Company and they told me ( Ms ***) that the Unit is under warrantee and all it has to happen is the AC authorized dealer call them to authorized repairs. The comparison and rationale that AC Champion is using is irrelevant, the same comparison/analogy I can use if I go to Lowes or Home Depot and buy a new refrigerator (that has also a compressor, just like an AC) and I don't have to get an additional Service agreement + extended warrantee with them in the event that the refrigerator malfunction, if the refrigerator breaks down and still under company manufacture's warrantee it will get fix, the same should happen with a new AC unit that the Compressor fails in less than years and still under company warrantee. I DO NOT want the extended warrantee; I want the $ 1,099 that I for that extended warrantee and I will get another reliable and honest Authorized Service AC to have ALL and or futures break downs on my Lennox AC UnitThe Extended Warrantee is not with the Lennox if with Champion AC and since them Want an additional $per year membership to have someone service check on a new Unit for year then is useless to have that extended warrantee they sold me with the original AC saleAdditionally, I will like to have the exact time and dates and person(s) that they claim they have call me in & to provide service so I can go to my telephone provider and ask for the detail call report on those specific days
Regards,
*** ***
Good morning, my name is *** ***, Outreach Manager at Champion ACI have received your Revdex.com Complaint concerning the above referenced service call at your parent's home*** Stokes, our GM, spoke directly to both Mrand Mrs*** after *** departure from the property, and offered a
generous credit back to your parents who graciously accepted after a long detailed conversation that ended on a positive note
Mr***, Please allow me the opportunity to sincerely apologize for the delay in getting this issue resolved for youI understand some significant time has passed since we have last spoke via a phone conversationIt was not intentional on any levelPositive Customer Service and
experiences are a priority for us here at Champion AC. As of today, I will provide you the follow through promised and discussed during our phonemail. Your original invoiced solution was for the amount of $which has since been processed through Synchrony in full. I will forward you the adjusted invoiced which will detail the following:Adjusted amount for your Heat Absorption System which will reflect the Warranty Price versus the Out of Warranty cost which you and I both verified is indeed under warranty.This adjustment is $to $= Difference of $595I also zeroed out the charge of $for an additional year of our C.H.A.M.PClub Membership since you are already an active member as discussed. I would also like to comp your Germicidal Prevention System for your troubles and frustrations to this point. This offered resolution will provide you a a complete refund of $1273.00This refund will issued in the form of a check directly from Champion AC.Please contact me at your earliest convenience at *** or at *** *** if this is an acceptable resolution for this matter at hand.I again offer my sincere apologies for the delay in getting this resolve taken care of for you.The adjusted invoice is attached for your records and documentation.Regards to you and your family,*** ***General Manager - Champion AC
Complaint: ***
I am rejecting this response because: After checking withy a supplier of parts it was determined the actual parts installed ( some of which were not necessary to the operation of the unit and three of the replaced parts were parts were actually functional ) I was able to verify the parts cost was no more than $per unitOur a total of $800.00 giving a high side to the labor costs of $which is more than $per hour the total repair job should not have exceeded $ parts and labor .There was no price given no any documentation given explaining what the warranty covered so they tell you nothing just make it an aand I understand they have three levels of these warranties and we have no idea which one is we were suppose to receive.In as much as all the "paper work" is done on a small I Pads that does not show and information that the consumer can or is instructed to read by the service Tech I reject any claims they make that we would know what we were signing and believe this is part of their scheme to defraud the consumer.I , because the parts have been installed am willing to pay $1100.00 for the completed parts and labor and will provide Champion with a check for sameChampion should cancel the finance agreement they had me sign ( no documentation has been provided any of that. So we have no further obligation.Additionally their explanation of why I should subsidize their fleet and training of their personnel is the most ridiculous thing I have ever heard in my years of business experience.That is really rip off poppycock. *** ** ***
Regards,
*** ***
Champion AC does not fraud anyoneIt is against the law to preform consumer fraud and we are law abiding citizens here. I have had a long conversation with the husband and we are on the same page. We will be refunding the total amount and will be doing business going
forward
Complaint: ***I am rejecting this
response because: The leak is in the Coil so it does not have anything to do with any other parts of ACMy AC repair man told me the since all pounds of Freon was gone it must started long time ago may be a year since this does not happen over night to leak everythingThe installation was very expensive $2,just to replace the coil and you all did a lousy jobThe day after the install my whole kitchen ceiling was flooded and the whole ceiling almost came offIt turned out you all put the draining pipe directly above my kitchen ceilingI regret I did business with you at all.Regards,
*** ***
I have spoken to the customer and we have mutually agreed to a refund amount that makes her satisfiedApologized for the inconvenience and I feel that we have made it right between both parties
Complaint: ***
I am rejecting this response because:
E: Complaint ID ***In an effort to summarize my ongoing formal dispute with Champion AC I submit the following; Champion states I signed and IPad two times that showed visual language " I' acknowledged receipt of a 'completed copy of this sales slip”; and one time that showed visual language “By signing this document you (customer) are aware and agree to all disclaimers below…”They also submit that all work was completed.They admit removing working parts and replacing them with new parts and adding parts that were not necessary to make our AC operate without explaining why we needed those parts.They also state “ our company went green in and therefore we do not provide paper invoices" My continued positions are:I signed a blank lPad signature screen times but never saw any digital document images or written invoices - just a blank lPad I never saw or was given any written documentation of what they requested I sign I see this as nondisclosure.Recently I had an extraordinarily difficult cancer surgery, requiring weeks in the hospital, with subsequent home care for monthsFive and a half hours of surgery has left me with difficultiesThis coupled with concern about the AC because house guests were due the next day impaired my concentrationWhen I realized I had not seen any of the documents as stated and provided to you recently by Champion, I asked for them, as well as a line item parts and labor invoicebut was refused.The first day a tech arrived after PM and inspected the unitsHE MADE NO REPAIRS AT THIS TIME other than to add Rto one unit he said was lowNothing else was doneHe then presented us with three options ranging from $to $for additional repairs, including a NATE recharge for a” future inspection of coil unit in the attic to find a possible leak'This NATE coil inspection was NEVER done and was included as part of the $charge.The tech left, returning the next morning to add the new parts and replace existing parts, all of which were unnecessary inasmuch as two of the parts were still working, as admitted by ChampionTo remove good parts and replace with new ones is strange business to say the leastAnd that was the only work completed by ChampionAt no time as previously stated did anyone return for the leak inspection which was billed.In short, we have been billed for work not necessary, not completed at all, and a one- year warranty and service contract we do not want, as, understandably we do not wish to work with Champion given the above.In checking with venders to get an idea of the cost of the parts installed by Champion we determined the cost of all parts installed by Champion totaled $for the two units(Remembering that all were unnecessary) Allowing $for labor, (which is $per hr for time spent) we have offered Champion $1,to resolve this matter, despite our positions:Champion did not disclose any information or show documents to us prior to requesting us to sign a blank IPad signature blockChampion refuses to provide us with a standard itemized parts and labor breakdown on the $Champion in their” bulk pricing” included parts that they admit were not necessary to repair the unit to make it work properlyChampion replaced current parts that were working and did not need to be replacedChampion did not complete all the work they included in their billingChampion is asking us to pay for a one- year Service contract and Warranty we do not want.We have made this settlement offer merely to close this matter for reasons of healthHowever, if Champion continues to refuse this offer, we will continue our formal dispute.To reiterate, we do not consider any of these charges as accurate but are willing to settle for the above reasons
Regards,
*** ***