Solaris HVAC Inc

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My complaint is not based solely on the fact of the time frame.  As I stated, I was home PRIOR to the technicians arrival.  My complaint encompasses all aspects of customer service.  With other companies (such as AT&T) either the technician or the company will make contact with the customer, via phone call (sometimes texts), to advise the customer the technician will be arriving soon.  Although that could be considered a courtesy it is an aspect of customer service that goes above a customers expectations.  I would consider that excellent customer service.  This company did not do that and had no interest in hearing about it.  I agree that no employee of any company should have to take verbal abuse, however, as a customer, I should not have to take any verbal abuse as well.  Being told, as a customer, by an employee of a company, that I am rude and will no longer deal be dealt with, in my opinion, is beyond the supposed verbal abuse I may have displayed.  An employee of a company is a representative of that company, regardless of title (secretary, customer service rep., etc) and should display the same professionalism as the manager and executives of said company.  Again, this was not the case with this company and they did not have any interest in hearing about their short comings.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Untrue. When the technician came to my home my system would turn ON and :10 seconds later, per your comment on the phone, it would shut off.  After he left, my system does not turn on AT ALL.  Since you have the phone call recorded, you certainly know that you and your technician admitted it was "shutting off after :10".  And now that the system doesn't turn on at all whatsoever, it's clear he did in fact disconnect it.  Also on your recorded conversation, you'll know that all I asked for was for your company to come to my home, re-connect my system so I could get a 2nd opinion on why my system was shutting off - hard thing to do when your technician DISCONNECTED my system.  Per your absolute inability to work with me on this matter, which should also be on your phone recording, I want the money back that I paid your company. I paid $65 for an assessment, not for you to disconnect my system.  
Regards,
[redacted]

As I stated I am truly sorry that you have missed your appointment, however after our office employees get verbally abused we can no longer provide service to the abusive customer, thank you for your understanding.

Hello, I am so sorry to hear that person that didn't pay his bill feels bad about his brand new air conditioning.However, if you don't like our pricing, you should be calling someone else. But instead of calling someone else you've agreed to pay us $345 for the labor and materials and...

personally signed the agreement.You have also stated to your Home Warranty company that you are willing to pay your co-pay deductible for the amount of $345 for your a/c replacement, otherwise they wouldn't have ever purchased equipment for you.You've patiently waited for us to finish the work and then refused to pay ---->>> very bad business practice. Are you really complaining for getting a new a/c for free?You have falsely stated that you paid us service fee twice for the same problem, We offered you $65 discount for our terrible mistake and appologized to you. We researched, and found out that you have only paid us one time, not twice. You took the discount and agreed to pay $345-$65=$280 but you never did.If you promise to pay - you have to pay, and after all  you can complain if you feel like being mistreated.You have to pay your bill for the amount of $345, no discounts are offered. Signed invoice where you agreed to pay us for labor and materials and telephone recording with your verbal agreement to pay is available upon request.Thank you.

This company and their Manager [redacted] is a scam and awful. Fidelity set me up with them when my heating wasn't working. They replaced my thermostat last spring. I didn't need to use the heat again til a month ago and the thermostat was completely dead. Which seemed odd. I called them they told me it only had a 30 day warranty and they would charge me again to come back out. The tech who was very nice said it just needed to replace the batteries. I thought this was odd as in other homes I have had for years I've never had to replace the batteries. Then a week later I see the Battery light go on. So I call them again to come back out. Two weeks later the thermostat is dead again. They replaced the thermostat again. I ask them for a refund as I shouldn't have to pay for them installing a faulty thermostat. They refused. Sasha was rude and awful. And I asked to speak to someone else or the owner. He refused. Having to have a tech come out three times for the same issue and TO HAVE TO PAY AGAIN TO FIX THEIR MISTAKE IS HORRIBLE BUSINESS. DO NOT GIVE THEM YOURS.

Per your request.
No invoice was presented by Solaris to approve work. A Solaris employee called and stated that I needed to pay the additional money or they wouldn't do the work. There were no modifications to the Lineset or Drain.
Attachments: 1. Fidelity Natiuonal Home Warranty
                       2. Invoice provided after I requested it.
                       3. photo of work

I am so sorry to hear that you have missed your appointment, however we have very tight schedule and it's very difficult to reschedule within the nearest time frame.  For example AT&T  Company gives you time frame between 8 and 5 PM and people just wait home if they need...

service. Some other companies offer four hours or six hours window, we only offer a three hour window.  Our technicians work in extreme weather conditions and sometimes they cant answer the phone if they're up in attic, that's why it is hard to predict when he's going to finish his current job and then next. You were third customer on his schedule out of 10.
Next time  you should propose a different timeframe to make sure that you can stay home.
 Also people in the office do not deserve any verbal abuse.
Thank you so much for your time and understanding.

Review: [redacted]/Solaris was sent to my home to fix AC through FNHW. (Fidelity National Home Warranty)

[redacted] told me that FNHW would cover the replacement of the condenser after looking at it.

When [redacted]/Solaris arrived a second [redacted]e for same problem, he stated that he would send in the report to FNHW and to expect a call to schedule the replacement.

Solaris has worked for FNHW for well over 10 years as stated by front desk.

[redacted]/Solaris has worked for Solaris for about 10 years.

[redacted]/solaris stated his PRIMARY job was repairing home warranty calls.

[redacted] stated to wait 30 mins from when safety switch tripped before restarting unit.

The unit shut down a total of 4 [redacted]es over 10 days and the compressor failed totally.

Effectively [redacted]/Solaris had me destroy the AC system with his full knowledge it would not be covered.

Based on the fact that he is the professional and that his primary workload is for FNHW, he was fully aware that they would not cover the replacement.

I now have a failed AC unit, no job, no income, near retirement age, and my only recourse is to pull money from my 401k and take a massive tax hit to fix what [redacted] said I did not have to worry about.Desired Settlement: They pay the cost of the replacement of the AC.

I'll pay for the new furnace to accommodate the new puron system as required by the state.

They made the promise that the AC was covered and would be replaced, and they should be made to uphold that promise. The deception to customers has got to stop.

Business

Response:

I am very sorry for any unpleasant experience that you ever had with my company, I really mean it.Unfortunately [redacted] has worked for Solaris Hvac less than 30 days when he came to your house, per [redacted] he never claimed 10 years with Solaris Hvac.

Review: We have a home warranty Fidelity National, and had a broken heater. They sent out Solaris heating and air to repair it. They came out 3 times, said the control panel was broken, replaced it, yet the heater still does not work. I was told the case was closed, and I had to file another work order, and they could not help me until a new work order was done, even though they supposedly fixed the heater yesterday. fidelity tells me I have to go with the same company, and sent them another work order. The whole process, leaving us without heat during winter for over 1 month, and still with a broken heater, and no scheduled follow up appointment.Desired Settlement: I would like to have been refunded the money, and had a different company fix the heater promptly, rather than having to deal with a company who can't repair the heater over 1 month, and whose supervisors is rude on the phone, if the heater is unable to be fixed this week.

Business

Response:

I am very sorry to see you dissatisfied!

We have already returned your service fee back to you, also successfully repaired your heater.

This company and their Manager [redacted] is a scam and awful. Fidelity set me up with them when my heating wasn't working. They replaced my thermostat last spring. I didn't need to use the heat again til a month ago and the thermostat was completely dead. Which seemed odd. I called them they told me it only had a 30 day warranty and they would charge me again to come back out. The tech who was very nice said it just needed to replace the batteries. I thought this was odd as in other homes I have had for years I've never had to replace the batteries. Then a week later I see the Battery light go on. So I call them again to come back out. Two weeks later the thermostat is dead again. They replaced the thermostat again. I ask them for a refund as I shouldn't have to pay for them installing a faulty thermostat. They refused. Sasha was rude and awful. And I asked to speak to someone else or the owner. He refused. Having to have a tech come out three times for the same issue and TO HAVE TO PAY AGAIN TO FIX THEIR MISTAKE IS HORRIBLE BUSINESS. DO NOT GIVE THEM YOURS.

Review: WAS HIRED TO FIX HEATER AND TECH WORKED ON A/C UNIT INSTEAD AND A/C UNIT WS WORKING FINE BEFORE THE TECHNICIAN WORKED ON IT. HE SHOULD HAVE ONLY WORKED ON THE FURNANCE NOT THE A/C UNIT. NOW I DO NOT HAVE A/C OR HEATING!!!!! WILL NOT SEND A TECH OUT TI FIX THE A/C. MY ROOMATE IS THORUCH SOME MEDICAL ISSUES AND WE NEED TO MAINTAIN A CERTAIN TEMPATURE IN ORDER TO SLEEP!!!!!!!Desired Settlement: I WANT THEM TO COME OUT ASAP AND RETURN THE A/C TO IT'S ORIGINAL WORKING CONDITION!!!!!!

Business

Response:

Hello and I'm very sorry for your bad experience with our company