True Title Inc

Initial Business Response /* (1000, 5, 2015/05/05) */
Contact Name and Title: ***, Supervisor
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@aircomfrtsolutions.net
Regarding case #: XXXXXXXX, I personally spoke with the customer and we came to the agreement that we would remove the
unitThere was no need for me to speak to her cousin after coming to that conclusion with the homeownerAs stated in the complaint, she was given three option for equipment, and chose to finance the most expensive optionI informed her that I needed to check the install schedule and I would call her back to schedule a removal dateI phoned the customer back within a couple of hours and I was unable to reach her, nor leave a voicemail due to no mailbox being set upMyself and *** (the salesman) have since called her each numerous times to schedule a removal date and haven't received a call backWe are able to remove the unit this Friday or Saturday morningPlease let me know if anymore information is needed regarding this matterThank you
*** ***
Customer Service Supervisor

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  My mother did finally get the check.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/04) */
Regarding case# XXXXXXXX, our Plumbing Supervisor [redacted] called and spoke to the customer this morning and agreed to a refund in the dollar amount of $375.05. The customer was told to allow 7-10 business days to receive the refund. Please let...

me know if any additional information is needed. Thank you.
[redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (2000, 7, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to refund my money back minus the service call for not fixing my drain problem.

A refund check was issued and mailed out on 6/17/2016 to the servicing address.  Not quite sure why the customer has not received the check yet.

In regards to this complaint, our technician mentioned what parts were bad and made recommendations on their replacement.  Air Comfort Solutions can not re-write a ticket stating the parts were bad due to a specific reason, in this case lightning, due to the fact that this can not be...

100% confirmed.  We will not put information on our service tickets that we are uncertain about, nor be dishonest.  This customer has spoken to two supervisors and both made mention regarding what the technician writes on the service ticket is indeed his true findings.  The technician has also been told to call the customer to clarify.

Initial Business Response /* (1000, 8, 2015/10/15) */
Air Comfort Solutions has been in contact with [redacted] regarding her issues. We have agreed that Air Comfort Solutions will remove the unit at no charge. ACS is waiting on a day to schedule it from [redacted].
Initial Consumer Rebuttal /* (3000,...

10, 2015/10/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted], the general manager for Air Comfort Solutions, called me after I submitted this Revdex.com complaint and said they could remove the equipment on a Saturday or Sunday. I called [redacted] on Friday XX-X-XX and let him know we would be available for the equipment removal on Sat 10-17-15. In our conversation on 10-9-15 [redacted] indicated that my keeping their equipment and Air Comfort significantly reducing the original price of the equipment: to compensate for their installation of the wrong air conditioner system with a lower SEER rating, a vinyl pad instead of a concrete pad and an off brand thermostat instead of the Carrier bronze thermostat as promised by the salesperson , the replacement of my hardpipe ductwork (which according to the agreement, was not supposed to be removed) and all of the repairs of the various mess ups made by the installers as well as the cleaning of my ductwork, carpet, furniture, bedding and clothing as a result of the old insulation being removed (which according to the agreement was not supposed to be removed and replaced until the fall. The installers did not inform me that they were removing the insulation and hardpipe ductwork until they were almost finished with the job so the vents in my ceiling were open and the insulation particles invaded the rooms in my house.). I have not heard back from [redacted] since our last conversation on XX-X-XX when the price reduction was discussed and [redacted] said he would call me back on Monday 10-12-15. Today is Tuesday XX-XX-XX and I still have not heard back from [redacted] with Air Comfort.
Final Business Response /* (4000, 14, 2015/11/04) */
In regards to case# XXXXXXXX, our General Manager is awaiting a call back from the customer to inform him on what weekend works best for her for the equipment removal. The customer was refunded for the unit on July 25, therefore she has had the unit in at no cost at her home for four months now. I personally attempted to call this afternoon to schedule a removal date and had to leave a message. Once the customer calls us back with a removal date that works for her we will remove the equipment, and as stated earlier the refund was issued months ago. The customer can also schedule the removal with myself, not just [redacted]. Please let me know if any additional information is needed. Thank you.
[redacted]
Customer Service Supervisor
Final Consumer Response /* (4200, 21, 2016/01/25) */
On XX-X-XX I called [redacted] to give him a removal date of 10-17-15. [redacted] and I also discussed the various mess-ups made by Air Comfort and the option of our reaching an agreement regarding my keeping the equipment with a significant price reduction to compensate for the mess-ups and repairs. [redacted] indicated this should be a viable solution and said he would call me back on Monday XX-XX-XX but I did not hear back from him.
Since [redacted] still had not called me back as he said he would, I decided to try calling [redacted] again on 11-19-15. He answered and we both agreed that we would like to reach an agreement regarding my keeping the equipment with a significant price reduction to compensate for Air Comfort's failure to deliver what was promised and to compensate for the repairs/replacement of what they had damaged. [redacted] asked me what amount I had in mind and I told him I would have to look at my list and get back with him. I retrieved my list and started the process of getting quotes for the repairs/replacements. We had family health issues and then the ice storm with power outage for several days. When I made calls to [redacted] to let him know the progress, I received his voice mail and left messages updating him.
The following is the list of Air Comfort's failures to deliver what they promised and of what they damaged:
Air Comfort Salesman promised the following:
1 - Bryant air conditioner with 15.5 or higher SEER rating. However, the air conditioner which they installed had only a 14 SEER rating.
2 - To leave my hardpipe ductwork which he said was better than flex ductwork. Instead, the techs took out my hardpipe ductwork and replaced with flex ductwork without my permission.
3 - Carrier bronze thermostat. Instead, an offbrand cheap thermostat was installed.
4 - Concrete pad. Instead, a vinyl pad was installed.
Additional failures:
1 - Air Comfort techs damaged the drain line and instead of fixing it or consulting me, they installed a mechanical device with a copper drain line down the exterior siding of my house which made holes in my siding.
2 - Air Comfort techs broke my attic ladder.
3 - When Air Comfort techs wrongly took out my hardpipe ductwork and insulation which they were supposed to leave, the insulation infiltrated my house.
Please let me know if you need anything else.
Thank you,
[redacted]
XXX-XXX-XXXX

Our Service Manager has gone out to this customer's house in an attempt to correct his dissatisfaction, but the customer stated he was going to get his brother from California involved and get back with him directly and never has.  Our Service Manager is willing to go to mediation over...

this claim because no money is due back to the customer.  He signed the proposal with the which is an indication that he understands what he was purchasing for the price he agreed to pay.  He has since shopped around two years later.  Please let me know if any further information is needed, thank you.

Initial Business Response /* (1000, 10, 2015/11/04) */
In regards to case# XXXXXXXX, the customer did originally call for a tune-up, but once the technician arrived he noticed he was having service issues with his air conditioner, which at that point it becomes a service call. A tune-up can not be...

performed on a unit that isn't working properly to begin with. The other company the customer had out also noticed it was a service call since they too charged him to "fix" his air conditioner. As the customer stated, our quote for repairs was $261, he found another company to repair it for a cheaper amount of $152. We will no longer send the customer a bill, but his account has since been noted to no longer service due to the unpaid bill. Thank you.
[redacted]
Customer Service Supervisor

Complaint: [redacted]
I am rejecting this response because:I feel what the tech did was intentional and the sales rep also knew the wire was disconnected they did it my 85 yr old mother spent another day and night without out air conditioning and my 8 yr old daughter yes I did stop payment under advise of attorney because I was overcharged for the part I was fortunate enough to have someone to check what they did there are a lot of people they have and will continue to take advantage of not sure what can be done but they need to be held accountable for taking advantage of the elderly and single parent household I have my mom at doctors office now they are concerned because her breathing is worse so know apology is not good enough my next call will probably be DhS Adult Protective services I hope they will not be able to do this again 
Sincerely,
[redacted]

After speaking to the technician and the Service Manager regarding this call, the technician unintentionally missed the wiring issue.  We apologize for this honest mistake and therefore with the stop payment of the check that the customer has already put into place, there will be...

no charge.  Thank you. [redacted]Customer Service Supervisor

(The consumer indicated he/she DID NOT accept the response from the business.)
I responded already in answer to your email. I do not accept the response from the business, as I fully believe them to be a bunch of cheats, theives, liars.

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me....barely.  They didn't inform me what they did to correct the problem.  I never received anymore communication from them after they left doing "whatever they did" to fix it.  I guess I'll just have to wait and see after my electric bill comes to see if they helped or not.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/22) */
Our Service Supervisor spoke to the customer and she is faxing over her invoice from where she had to have another company out to resolve the issue. We will be refunding her for that service ticket. Please let me know if you need any further...

information regarding this case, thank you.
[redacted]
Customer Service Supervisor

Complaint: [redacted]
I am rejecting this response because:I have not spoken to [redacted] and my mother has not as well on 6/23/17.  In fact I have a call log on my cell phone and I would be happy to provide a record showing that I was never called and neither was my mother.  That is precisely why I filed this complaint because after 5 phone calls to Air Comfort Solutions and being told by 3 different people that my complaint was hand delivered to [redacted] (the customer service manager) and was assured he would contact me - I have received no communication of any type and neither has my mother.  After attempting to communicate with [redacted] 5 times with no response I decided to file a complaint and the communication that Revdex.com has received from the business is the first response we have had. The last 3 times I called the business I specifically asked to speak to [redacted] and was told he was unavailabale. If my mother receives a refund from the business I will consider this issue resolved but I am still skeptical since I received no response until I filed a complaint with the Revdex.com.  Actions speak louder than words and I will await a refund check.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
**

Air Comfort Solutions will be standing behind the warranty from the [redacted] Heat and Air install.  [redacted] emailed a copy of the warranties over this afternoon for the customer to have on file.  We aplogize for the miscommunication in the call center. Regards,General ManagerAir Comfort...

Solutions

This check was mailed out to the customer on 1/10/16.  The customer should have received the check by now, if not please let us know and we can see if it has cleared our bank, thank you.

According to our technician's paperwork, he went out and recommended the replacement of a transformer, which is not by any means an extensive repair nor does that part cost anywhere near $400.  The customer and the technician both signed the service ticket acknowledging the option of...

repairs.  He found a bad transformer and noted two prices for the part (one with a discount, if the customer signed up for our Energy Savings Agreement program and one at retail cost).  The request for the other company's ticket was requested so that we can confirm that their findings match ours and perhaps they just went with them because the part was cheaper, not due to our technician misdiagnosing the unit.  Once we receive the other service ticket to confirm this, a refund can be issued.  Please let me know if a copy of our ticket is needed.  Thank you.