Revdex.com:
I spoke with Champion AC and we reached an agreement yet they went over...
and beyond our agreement and took responsibility for the entire loss.I am satisfied with the outcome, Champion AC takes responsibility for their employees actions and corrects the wrongs.
Thank you,
[redacted]
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 industry. Such 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 programs. Training for our technicians to continue to provide our customers with the best knowledge, skill and workmanship. The 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 amount. So 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 easy. Many companies in the skilled trade industries use plans similar to this and of course, some do not. In order for us to maintain to be the best prepared service provider for our customers this is how we operate for efficiency purposes. I have seen labor rates range between $245-$285 and hour and sometimes higher which even my question would be how does one come up with a labor rate. So 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 charges. Our company has gone green as of 2015, therefore, we do not provide paper invoices. The 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 read. Once 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 read. This 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 contract. I can promise you that we would not be in business if we had the mindset to rip people off. Simply, some of the cost is the price of doing business. As 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 things. They too have many variables to consider. But yes, milk does not cost $2200. 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.P. Club Membership which will provide you an extra year of warranty, service, and performance checks at no cost on each system ($338 Value) 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 customers. First, 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 it. You requested/paid for a service-we came out to your home, spent an hour and a half assessing your unit, and then repaired your system. While 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 spots. While 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 together. Also, 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 financing. One may be an oversight, but three signatures is not. We 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 costs. If 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 ways. But, 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.
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 customers. Upon arriving at your home our technician (not a comfort adviser) found a multitude of things wrong with...
your 6 year old TRANE heat pump and your 24 year old Air Handler - most notably, that the system was low on Freon, and that there was an electrical fault in your capacitor. Numerous other issues include: lack of return, no return plenum, ducts not sealed, minimal insulation and a minimal H20 emergency pan which we could not service. Due 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 option. You 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 9/8/15 invoice. The invoice states that you decided to hold off on replacement at the time. As 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 unit. A year later you state that you had another company out to perform a tune-up and in 20 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 company. Also, any 7 year old system with a 23 year old air handler is not going to be in "pristine" condition. Our 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 on. Our customers must move forward with services and sign an invoice - which is copied and signed below. Regards,[redacted]Outreach Manager
We installed this coil back in July of 2013. All coil replacements come standard with a 1 year warranty. Currently, this coil is out of it's warranty. We recommended replacing the entire system back in 2013, but customer chose to just replace coil only.
Mr. [redacted], You are correct - the satisfaction of our customers is our top priority, and I apologize for anything less than exemplary service. We would like to propose the following solution: Champion AC would like to have our General Manager and Service Manager to come out to your home to assess your unit and provide a comprehensive evaluation free of any charge. The comprehensive evaluation you have asked for would be very difficult to articulate over text as your exact system - the 7 year old system with the 24 year old air handler - is a unique system that would be hard to evaluate if not seen in person. Upon completion of your assessment, our General Manager and Service Manager will go over their findings with you and come to a mutually beneficial agreement. 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 8 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 do. Thank you for your consideration.
Regards,
[redacted] [redacted]
[redacted], Thank you for bring this situation to our attention. We understand that you have been working directly with our Service Manager, [redacted], regarding this issue. He 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
The warranty claim was denied through the HVAC manufacturer (Lennox) due to lack of maintenance. They couldn't find any records or documentation showing annual maintenance since the system was installed. Similar to warranties on vehicles, if they aren't maintained properly with oil changes the...
warranties will be denied. We had our representative at Lennox manufacturing contact [redacted] and go over the details. Please let me know if there are any additional details I can provide.
Revdex.com:
I spoke with Champion AC and we reached an agreement yet they went over...
and beyond our agreement and took responsibility for the entire loss.I am satisfied with the outcome, Champion AC takes responsibility for their employees actions and corrects the wrongs.
Thank you,
[redacted]
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 industry. Such 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 programs. Training for our technicians to continue to provide our customers with the best knowledge, skill and workmanship. The 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 amount. So 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 easy. Many companies in the skilled trade industries use plans similar to this and of course, some do not. In order for us to maintain to be the best prepared service provider for our customers this is how we operate for efficiency purposes. I have seen labor rates range between $245-$285 and hour and sometimes higher which even my question would be how does one come up with a labor rate. So 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 charges. Our company has gone green as of 2015, therefore, we do not provide paper invoices. The 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 read. Once 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 read. This 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 contract. I can promise you that we would not be in business if we had the mindset to rip people off. Simply, some of the cost is the price of doing business. As 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 things. They too have many variables to consider. But yes, milk does not cost $2200. 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.P. Club Membership which will provide you an extra year of warranty, service, and performance checks at no cost on each system ($338 Value) Regards,[redacted]Outreach Manager
We have reached out to Ms. [redacted], and explained our invoicing protocols. We 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 customers. First, 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 it. You requested/paid for a service-we came out to your home, spent an hour and a half assessing your unit, and then repaired your system. While 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 spots. While 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 together. Also, 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 financing. One may be an oversight, but three signatures is not. We 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 costs. If 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 ways. But, 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.
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 customers. Upon arriving at your home our technician (not a comfort adviser) found a multitude of things wrong with...
your 6 year old TRANE heat pump and your 24 year old Air Handler - most notably, that the system was low on Freon, and that there was an electrical fault in your capacitor. Numerous other issues include: lack of return, no return plenum, ducts not sealed, minimal insulation and a minimal H20 emergency pan which we could not service. Due 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 option. You 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 9/8/15 invoice. The invoice states that you decided to hold off on replacement at the time. As 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 unit. A year later you state that you had another company out to perform a tune-up and in 20 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 company. Also, any 7 year old system with a 23 year old air handler is not going to be in "pristine" condition. Our 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 on. Our customers must move forward with services and sign an invoice - which is copied and signed below. Regards,[redacted]Outreach Manager
We installed this coil back in July of 2013. All coil replacements come standard with a 1 year warranty. Currently, this coil is out of it's warranty. We recommended replacing the entire system back in 2013, but customer chose to just replace coil only.
Mr. [redacted], You are correct - the satisfaction of our customers is our top priority, and I apologize for anything less than exemplary service. We would like to propose the following solution: Champion AC would like to have our General Manager and Service Manager to come out to your home to assess your unit and provide a comprehensive evaluation free of any charge. The comprehensive evaluation you have asked for would be very difficult to articulate over text as your exact system - the 7 year old system with the 24 year old air handler - is a unique system that would be hard to evaluate if not seen in person. Upon completion of your assessment, our General Manager and Service Manager will go over their findings with you and come to a mutually beneficial agreement. 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 8 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 do. Thank you for your consideration.
Regards,
[redacted] [redacted]
[redacted], Thank you for bring this situation to our attention. We understand that you have been working directly with our Service Manager, [redacted], regarding this issue. He 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
The warranty claim was denied through the HVAC manufacturer (Lennox) due to lack of maintenance. They couldn't find any records or documentation showing annual maintenance since the system was installed. Similar to warranties on vehicles, if they aren't maintained properly with oil changes the...
warranties will be denied. We had our representative at Lennox manufacturing contact [redacted] and go over the details. Please let me know if there are any additional details I can provide.