U.S. Air Solutions

[A default letter is provided here which indicates your acceptance of the business's response.  If you...

wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me as long as there will be no additional monies needed from me for the correction of any installation issues.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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.

Regards,

[redacted]  

Once again, "Fine words, NO ACTION."  The business has NOT refunded the money and the business has NOT attempted to contact us.  As a matter of fact I don't believe he ever has.  I have always initiated the calls.  I am not contesting the 'job done" as described and please note, that was all covered by the [redacted].  No additional costs!  He says we were offered additional services but fails to describe what that was.  In fact the technicion offered to "Fumigate" but in contacting other area Cleaning Services I now realize they use the following words interchangeably.  "Sanitize", "Deodorize" "Fogging" "Antimicrobial".  We do not contest that the Tech "Sanitized" (Included in Service) we do contest that he did any additional service of "Fumigating".  There was definitely a high pressure up sale for "Fumigating" and Warranty.  He did no additional service and we don't want your warranty.   In 2 weeks there has been no refund or phone contact.  This is not good customer service.   We request the additional charge of $280 refunded.  The only acceptable resolution.  This won't be settled until the money is back in our account

after speaking to the client we agreed on a refund of 130 dollars the refund check was mailed this morning and the client should get it by wednesday

we  are sorry to hear about the client not being able to reach us I assure u we are a reliable company , licensed insured and bonded I am not sure what number u used to call us please call ###-###-####or ###-###-#### our manager ray will also call you today thank...

you us air solutions customer satisfaction team

I have reviewed the response made by the business in reference to complaint [redacted]

Hi Maria,it's good to hear from you.attached is the Invoice from the other A/C service they requested.I sent this information to them a few weeks ago but they never paid it.I am still out much more money than just this $60.my A/C ran for about a week with the issue that their technician introduced.This caused my electric bill to be extremely high.had it not been for some nice friends of mine, they would also be paying for a hotel bill.

Regards,

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me as long as there will be no additional monies needed from me for the correction of any installation issues.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted],

A pleasure, as always. Please allow me to address the various issues you have presented.

First, I would like to remind you that, on May 9th, 2014 I personally advised you that the installing company should be responsible for your repairs and that they should be covered...

under warranty. At that time you stated to me that the company was no longer in business and that you wouldn't be interested in dealing with them if they were. 

Second, I was present and sitting across the table from [redacted] during your conversation on July 21st, 2014. [redacted] advised you that we would, of course, process your refund and that you would have to contact our office and speak to accounts payable in order to begin that process. As a field technician, [redacted] does not have the ability to process such a transaction. Essentially, one short phone call to our office instead of to [redacted]'s cell phone would have resolved this issue quickly and without the need for a third party. 

Third, I sincerely hope that your air conditioning system has been repaired to your satisfaction and at no cost to you.

Your refund will be processed today and we will be mailing a check for the amount. Please allow 3-5 business days for it to arrive. Call us anytime if you have questions at ###-###-####.

Best regards,

The invoice was for exactly $1250, as you can see in the attached file. I do not know where this additional $39.55 could be coming from.

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.

Regards,

This company continues to make false claims and we will not be satified until our full $280 is returned.  There is no indication that they attempted to return the $100 other than his say so.  We do not believe 13 complaints with the Revdex.com constitutes a "good standing" and anyone can view the negative Yelp reviews.  You can see confirmation of high pressure sales pitches and unhappy customers.   They claim on their web site to deliver 100% satisfaction.  Our [redacted] of $279 value we believe covered the services preformed that day.  We firmly believe we did not receive "additional services" and request the refund of the additional charge of $280

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.I received a partial refund of $1,210.45, which is unsatisfactory.  As you can see by the attached bill from US Air the amount of the bill was $1,250.00, and "There is no agreement, oral or otherwise, not set forth herein".  There is no reason for not refunding the entire amount.  The amount of $39.55 is owed to me.

Regards,

Our technician manager is speaking with the client and will resolve the issue by the end of the day.

we had the relay installed yesterday  , our service manager will contact her today 

and we will send a service tech asap

as a large company that serves over 3500 clients a year we do our best to keep everyone happy and do not always succeed

if the client is not happy with the job done and think that my tech did not service her system as promised or did not clean her air ducts

her dryer vent and sanitized her system I would be glad to discuss a full refund

the client was offered additional service that was recomended by my tech , she chose to purchase them plus she purchased a service plan

I agreed to refund the service plan fee of a 100 dollars and we did

I will contact the client to see why she did not receive it yet.

we can only give a refund for what the client had paid 

if the client had to pay any additional fees to another company for damage we caused we will pay for that as well 

we would need to see a detailed invoice 

as the client said we have sent a refund of the...

moneys collected from the client , no service was performed.

we cannot refund funds we have not recived but what I can do is offer the client the service for no charge

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 problem/problems with this business are based on several things.  When the original representatives from the company came to my house on June 9th and talked about the maintenance agreement, they stressed - more than once! - that even though they were based in the Phoenix area, they had two technicians living in this area (Prescott and surroundings) that would be available as stated on the agreement: “Guaranteed Emergency Service Within 24 Hours”, and that it meant 24/7 service, 365 days - yes, holidays included.  It was even mentioned that since they got extra pay for working nights and holidays, the technicians were glad to work then.  I did not have an actual readable copy of said contract until I was able to print it from the email copy they sent from the electronic ‘tablet’ they ’wrote’ it on, so some of the very small print was not able to be read until I had the printout.   One of my phones does not have a call history feature, so I don’t have a complete record of my outgoing calls, but what I do have is this: On 7/4/14, my initial call to a local number (on the business card) was at about 8:15 AM.  I was told that the problem (no A/C) would be reported and we would be contacted.  At 8:50, I called the Phoenix area number on the paperwork we had, and again was told we would be contacted.  At 9:13, we got a call from a different number from someone stating that he was the technician’s ‘boss’, that he had talked to the technician who had told him that he was loading his family and supplies for a picnic into his truck and heading for a park.  When he got the family settled, he would call the ‘boss’ back and let him know when he could get here to help us.  We heard nothing for five hours.  We have both call waiting and an answering machine on our telephone line, so we could not have missed a call.  Also, we did not leave the house all day, as we were afraid we would miss a call.  At 2:13, I called the Phoenix area number again - no answer.  At 2:15, I called the technician’s cell phone number - no answer. I tried them both again at 4:48 and 6:13.  There were probably other outgoing calls that day, but these are the only ones I have a record of.  I know there were more calls to the technician’s cell phone because almost every time I called, I got an automated message saying “Your call did not go through”.   The next day, 7/5/14, I started calling the Phoenix area number at 8:01 AM, with more calls at 8:16, 8:24, and 8:59.  By that time we were uncomfortably hot and extremely upset with the company and had decided to cancel the agreement since the company could not be bothered to honor their part of it, or even to talk to us.  (We started to call other, local companies to see if anyone could come and see what our A/C problem was, and how long it would take to fix it.)  The technician who would not take our calls the previous day finally called at 9:35 AM, asking if it was a good time to come and check out our unit.  I told him no, and asked why we hadn’t heard from him the day before, when his ’boss’ said we would.  He said he was at the hospital with his wife who was giving birth to their first baby.  I told him that his ’boss’ had given me a different story.  He stumbled over trying to work both stories together, but I told him not to bother, that we were in the process of getting someone else to look at the A/C, to determine if it could be fixed or needed to be replaced.  I also said we wanted to cancel the agreement.  He said a very indifferent ‘Oh, okay.  I’ll tell my boss and he’ll contact you.’   Over the next few days, in various conversations with different ‘bosses’, I was given two more different stories about the technician’s whereabouts on that day, plus told that people couldn’t be reached because it was a holiday, and they wanted to enjoy themselves.  We would have liked to enjoy the day, too, but couldn’t because of the heat and not being able to leave the hot house.  As senior citizens, we are much more susceptible to getting overheated than others.  As to the charges for work done on June 9th, I was told that the capacitor needed to be replaced, and that the usual cost was $110.00, but since we were going to take the maintenance agreement, it would be included.  I was not told that there was any other ‘work’ done besides checking over the unit.  Because of the capacitor and the initial (telephone) quote of $25.00 for the maintenance visit, I agreed to ‘pay’ $200.00 of the $1000.00 paid for the agreement, and I want the balance of $800.00 returned.  As for the other ‘charges’ that have been mentioned, they have been told to me before, by different parties, and they are always different.  They have varied by as much as $300.00.  I do not feel that we were treated fairly, I feel we were purposely lied to and ignored, and that the company did not live up to their part of the agreement.
 

Regards,

Barbara Bogdon

Hi [redacted],

I am terribly sorry that you had a bad experience. Your satisfaction truly is of the utmost importance to us. Unfortunately, we fell short of that on the holiday weekend. I understand your desire to cancel the maintenance contract you signed. I would also be upset. 

First, I would like to ask you for a second chance. Everyone makes mistakes, and so do we. However, we are willing to do what it takes to redeem your trust in us. If you would consider keeping your contract, I assure you that future service will be provided promptly and be very fairly priced. 

If you are not willing to give us a second chance, I understand. I will provide you a refund for the additional cost you paid for the contract. Per the contract, certain services are included with your maintenance program. These services would no longer be included should you cancel the contract. Long story short, your refund would normally be for the amount of $242.32. However, we are willing to refund you $400 to resolve your complaint.   

Please let me know if this is acceptable. 

Best Regards,

I was very sorry to hear about mrs galvin experience as the client explained the service happend on 03-17 , I have not received any information  about any issue with the service , before I received the dispute from the cc company almost 2 months after i immediately called the...

client to find out what happened , the client did say he tried to contact us and mentioned my name , but refused to give me any more information , I did tell the client that if my techs did not do the service they where paid to do they will receive a full refund . but to do that we would need to either send a supervisor to inspect the work , or to receive a report from an agreed upon third party. since the client already received a refund from the cc company he did not want to discuss the matter further , if he did I would have explained that  as a repeatable company we cannot just ignore a cc dispute with no response.  that can cause us to loose our merchant service.so we had to send a copy of the invoice to the merchant services , the invoice has the clients signature in 2 places one that he agrees to the charges for the additional services and the second to approve that he inspected the job and found it satisfactory the client said he gave us a chance to respond , we have 2 full time supervisors , their job is to inspect other techs performance and service quality , and to perform specialty service require a more experience tech if I would have known about there problems with the work that was done I would have sent one of our supervisors immediately , we do not ignore our clients complaints and as u can see from our record we do everything we  can to resolve  them .the dryer vent cleaning was only a small part of the service the client had , we also cleaned the air handler the air ducts sanitized the system with concrobium and benefect , we would need to see the third party reports and pictures in order to warrant a full refund

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.

I have been contacted by US Air and they have sent someone from another company out to fix my air conditioner.  It is working now.

I have NOT settled on the disputed billing yet.  I left a message for Ray at US Air to call me about this issue.

Thank you for your help so far.  

we want to apologies for the delay in responding to the clients request , we where short staffed at the office at that  time 

[redacted] went to the clients house yesterday 03/27/2014 and cleaned the left over lint

I have reviewed...

the response made by the business in reference to complaint ID [redacted]. Yes, [redacted] came to the house and cleared the lint from between the units (and dumped it unbagged into my trash bin) however the lint that was between the walls and units and inside the condensers was not cleaned up. Due to the recent rains it would be pointless to attempt any clean up since the lint is now "melted" into the lanscape. 

You may consider this compliant resolved however, I would not recommend this company to anyone else if they are so understaffed as to take shortcuts and not do a good job the first time out.

Regards,