Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not agree with what Capital Heating and Cooling. They have given false information and did not say I needed a new compressor the summer of 2014. They told me to get an entire air conditioning unit which I knew was not necessary if it could be repaired. If it was the compressor in the first place the air conditioner would not have worked at all. My air conditioner unit did turn on in June 2015. The fan did not run. Being a smart woman and owning a home for almost 15 years I know what to look for and I did go into my basement to check my circuit breaker which was in the on position or the unit would not be on. The technician tripped the circuit breaker when he came to look at it over a month ago. This happened a few times and one of the times I heard a much louder noise which startled me and from then the unit could not be turned on because of him blowing the compressor. If the fan motor/capacitor would have been replaced in the first place the air conditioner would be just fine.Also, he had wired many of the wires together in the wrong place. He left the compressor wires unattached and one wire behind the panel. Other wise the other wires behind the panel were attached in the wrong positions. I had Dave D[redacted] look at this and he saw many of these incorrect issues and tampering. The second time the repair tech came out to the house with his manager and I heard the manager telling him where the wires were supposed to go and what he had done wrong the first time. I was standing a few feet away on my patio and could hear their conversation.I just want the entire amount I have given them which is over $800 with the maintenance plan and/or a new air conditioning unit/compressor. Why should I have to pay or spend money for something that was not fixed and doesn't work?? It is not right. They also owe me a furnace tune up and a air conditioner tune up which I never received.Thank you for your time and understanding. I really appreciate it!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Capital Heating & Cooling16920 W. Cleveland Ave. |
New Berlin, WI 53151
July 27,
2015
Revdex.com
of Wisconsin
110019
W. Greenfield Ave. | Milwaukee, WI 53214
Revdex.com
Complaint ID: #[redacted]
Dear
Mr. [redacted]
Please find Ms. [redacted]’s paid
invoices attached, which indicates that her capacitor was replaced in June 2014 as part of the summer performance package. The June 2015 invoice also states “Compessor
had issues last year and had to use a new Capacitor.” Respectfully, Ms.
[redacted] was advised in June 2014 to replace her 20+ year old AC. However, at her request we repaired it to get
her through the season. 12 months later,
the same part has now completely failed.
Since 2014 Ms.
[redacted] has paid 13 installments of $17.95 ($233.35) towards an annual AC
maintenance plan, and has reaped benefits included a $182.25 discount on her
repair. As recently requested, Ms.
[redacted]’s maintenance plan has been cancelled. Additionally, we’re willing to refund Ms.
[redacted] the $233.35, less the $182.52 repair discount she received as a
benefit of the plan – totaling a refund of$51.10. Please note if this is the
preferred option, the AC tune-up that’s included with an annual maintenance
plan will no longer be available. I’m guessing Ms. [redacted]’s request for an
owed furnace tune-up was an honest mistake as she only signed up for an AC
maintenance plan.
As a courtesy,
although Ms. [redacted] is no longer an active Capital Rewards Maintenance
Member, we’ll still retroactively honor the benefit of applying her repair
costs of ($650.52 less the 25% discount she received as a plan benefit =
$454.14) towards a replacement AC system.
We genuinely would
like to resolve this to Ms. [redacted] satisfaction by offering the two
aforementioned refund options. Please note,
I’ll be out of the office Aug 7-Aug 31 and will prioritize Ms. [redacted]’s
service prior to my leave.
Sincerely,
Laura F[redacted]
Capital Heating & Cooling
HVAC division of Capital Construction
Capital Heating & Cooling
received the above-referenced customer complaint. We take Ms. [redacted]’s complaint very
seriously & appreciate the opportunity to respond. During the initial repair visit in June 2014, Ms. [redacted] was advised to replace the
compressor on...
her air conditioning system.
The system itself is over 20 years old and the compressor was showing
signs of failure ie. blowing fuses. Ms.
[redacted] opted for a repair not a replacement; a NATE certified technician
repaired the equipment using what’s known as a “hard start kit”, which is
intended to temporarily prolong the life of a compressor. Ms. [redacted] also signed up for an annual
maintenance plan to take advantage of benefits including a 25% discount on her
repair. During the June 10, 2015 repair visit, the same NATE certified
repair technician diagnosed a completely grounded/failed compressor, which
cannot be repaired and replacement is the only option. When a compressor is grounded, the circuit
breaker blows when you try to turn the AC system on. Upon arrival the technician found the circuit
breaker off, indicating that someone had attempted to turn the AC system on
before he arrived. Prior to a diagnosis,
is the trouble shooting process, also done by a certified HVAC technician. During this time, the technician
checked wiring for shorts or incorrect wiring; he found neither. The hard start kit was disconnected and connections
were loosed to verify the diagnosis of the failed compressor.) After confirming the aforementioned diagnosis, there was no
need to reconnect the wires as the equipment was completely inoperable. Additionally, the circuit breaker was left in
the off position and the disconnect plug was removed. Had we reconnected the wires, Ms. [redacted]
would continue to trip the circuit breaker if she tried to turn her AC on with
a failed compressor. Upon departure of
that Ms. [redacted] was satisfied with the diagnosis, and wanted to schedule an
estimate for a replacement system at a later date. Consequently we were surprised to receive a
disgruntled call from Ms. [redacted]’s representative. Because customer satisfaction is a top
concern, both Department Manager (NATE and NADCA Certified, and the repair
technician returned to Ms. [redacted]’s home on June 22 and reconfirmed the
original diagnosis, a failed compressor.Per Ms. [redacted]’s request on July 1, 2015 we’ve cancelled
her annual maintenance plan.
Consequently all benefits are no longer active ie. repair discounts,
rebates, etc.Settlement Recommendation:Ms. [redacted]’s
Maintenance plan included a repair rebate, which entitled her to apply the
$605.52 2014 repair cost towards a replacement air conditioning unit. While Ms. [redacted] has cancelled her annual
maintenance contract, as a good faith gesture we’d like to offer her the
opportunity to apply a credit of $454.14 ($650.52 repair cost, less the 25%
discount she received as a plan benefit.) Additionally, pending credit approval we have
a 0% interest for 5 years financing promotion to help with payment. Customer satisfaction is our priority; please advise on next
steps to resolve Ms. [redacted]’s complaint and if we can provide any necessary
documents for her service history and recommendations.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I do not agree with what Capital Heating and Cooling. They have given false information and did not say I needed a new compressor the summer of 2014. They told me to get an entire air conditioning unit which I knew was not necessary if it could be repaired. If it was the compressor in the first place the air conditioner would not have worked at all. My air conditioner unit did turn on in June 2015. The fan did not run. Being a smart woman and owning a home for almost 15 years I know what to look for and I did go into my basement to check my circuit breaker which was in the on position or the unit would not be on. The technician tripped the circuit breaker when he came to look at it over a month ago. This happened a few times and one of the times I heard a much louder noise which startled me and from then the unit could not be turned on because of him blowing the compressor. If the fan motor/capacitor would have been replaced in the first place the air conditioner would be just fine.Also, he had wired many of the wires together in the wrong place. He left the compressor wires unattached and one wire behind the panel. Other wise the other wires behind the panel were attached in the wrong positions. I had Dave D[redacted] look at this and he saw many of these incorrect issues and tampering. The second time the repair tech came out to the house with his manager and I heard the manager telling him where the wires were supposed to go and what he had done wrong the first time. I was standing a few feet away on my patio and could hear their conversation.I just want the entire amount I have given them which is over $800 with the maintenance plan and/or a new air conditioning unit/compressor. Why should I have to pay or spend money for something that was not fixed and doesn't work?? It is not right. They also owe me a furnace tune up and a air conditioner tune up which I never received.Thank you for your time and understanding. I really appreciate it!
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Capital Heating & Cooling16920 W. Cleveland Ave. |
New Berlin, WI 53151
July 27,
2015
Revdex.com
of Wisconsin
110019
W. Greenfield Ave. | Milwaukee, WI 53214
Revdex.com
Complaint ID: #[redacted]
Dear
Mr. [redacted]
Please find Ms. [redacted]’s paid
invoices attached, which indicates that her capacitor was replaced in June 2014 as part of the summer performance package. The June 2015 invoice also states “Compessor
had issues last year and had to use a new Capacitor.” Respectfully, Ms.
[redacted] was advised in June 2014 to replace her 20+ year old AC. However, at her request we repaired it to get
her through the season. 12 months later,
the same part has now completely failed.
Since 2014 Ms.
[redacted] has paid 13 installments of $17.95 ($233.35) towards an annual AC
maintenance plan, and has reaped benefits included a $182.25 discount on her
repair. As recently requested, Ms.
[redacted]’s maintenance plan has been cancelled. Additionally, we’re willing to refund Ms.
[redacted] the $233.35, less the $182.52 repair discount she received as a
benefit of the plan – totaling a refund of$51.10. Please note if this is the
preferred option, the AC tune-up that’s included with an annual maintenance
plan will no longer be available. I’m guessing Ms. [redacted]’s request for an
owed furnace tune-up was an honest mistake as she only signed up for an AC
maintenance plan.
As a courtesy,
although Ms. [redacted] is no longer an active Capital Rewards Maintenance
Member, we’ll still retroactively honor the benefit of applying her repair
costs of ($650.52 less the 25% discount she received as a plan benefit =
$454.14) towards a replacement AC system.
We genuinely would
like to resolve this to Ms. [redacted] satisfaction by offering the two
aforementioned refund options. Please note,
I’ll be out of the office Aug 7-Aug 31 and will prioritize Ms. [redacted]’s
service prior to my leave.
Sincerely,
Laura F[redacted]
Capital Heating & Cooling
HVAC division of Capital Construction
Capital Heating & Cooling
received the above-referenced customer complaint. We take Ms. [redacted]’s complaint very
seriously & appreciate the opportunity to respond. During the initial repair visit in June 2014, Ms. [redacted] was advised to replace the
compressor on...
her air conditioning system.
The system itself is over 20 years old and the compressor was showing
signs of failure ie. blowing fuses. Ms.
[redacted] opted for a repair not a replacement; a NATE certified technician
repaired the equipment using what’s known as a “hard start kit”, which is
intended to temporarily prolong the life of a compressor. Ms. [redacted] also signed up for an annual
maintenance plan to take advantage of benefits including a 25% discount on her
repair. During the June 10, 2015 repair visit, the same NATE certified
repair technician diagnosed a completely grounded/failed compressor, which
cannot be repaired and replacement is the only option. When a compressor is grounded, the circuit
breaker blows when you try to turn the AC system on. Upon arrival the technician found the circuit
breaker off, indicating that someone had attempted to turn the AC system on
before he arrived. Prior to a diagnosis,
is the trouble shooting process, also done by a certified HVAC technician. During this time, the technician
checked wiring for shorts or incorrect wiring; he found neither. The hard start kit was disconnected and connections
were loosed to verify the diagnosis of the failed compressor.) After confirming the aforementioned diagnosis, there was no
need to reconnect the wires as the equipment was completely inoperable. Additionally, the circuit breaker was left in
the off position and the disconnect plug was removed. Had we reconnected the wires, Ms. [redacted]
would continue to trip the circuit breaker if she tried to turn her AC on with
a failed compressor. Upon departure of
that Ms. [redacted] was satisfied with the diagnosis, and wanted to schedule an
estimate for a replacement system at a later date. Consequently we were surprised to receive a
disgruntled call from Ms. [redacted]’s representative. Because customer satisfaction is a top
concern, both Department Manager (NATE and NADCA Certified, and the repair
technician returned to Ms. [redacted]’s home on June 22 and reconfirmed the
original diagnosis, a failed compressor.Per Ms. [redacted]’s request on July 1, 2015 we’ve cancelled
her annual maintenance plan.
Consequently all benefits are no longer active ie. repair discounts,
rebates, etc.Settlement Recommendation:Ms. [redacted]’s
Maintenance plan included a repair rebate, which entitled her to apply the
$605.52 2014 repair cost towards a replacement air conditioning unit. While Ms. [redacted] has cancelled her annual
maintenance contract, as a good faith gesture we’d like to offer her the
opportunity to apply a credit of $454.14 ($650.52 repair cost, less the 25%
discount she received as a plan benefit.) Additionally, pending credit approval we have
a 0% interest for 5 years financing promotion to help with payment. Customer satisfaction is our priority; please advise on next
steps to resolve Ms. [redacted]’s complaint and if we can provide any necessary
documents for her service history and recommendations.