In response to the complaint, Iceberg Mechanical Corp states the facts of this case as follows: The complainant, called our company because he was receiving violations due to his air conditioner not operating correctly and having small children in his building WE acted swiftly to address the problem The client chooses to focus his complaint as if there was only one error code on the machine, but this is false After performing the diagnostic test, the following error codes existed on the unit: [redacted] *** Iceberg Mechanical Corp is a Mitsubishi Elite Diamond Dealer and we worked directly with the manufacturer to resolve all codes and not just one code Resolve Problem: Lacking Refrigerant, Clean Air Filters, Insulated Flare NutJuly **On our first visit, we cleared as many of the codes the system would allow, we added refrigerant, cleaned air filters (6), and insulated flare nut connections on the ducted type air handlers (6) We performed the diagnostic tests, communicated with the manufacturer regarding the correct prognosis for the unit and each code We monitored the unit for roughly hours and the equipment was operationalResolve Problem: Remove foreign object from condenser coilAug *Upon our second visit, the equipment again was not operating correctly and we addressed error code *** We found the outdoor condenser coil packed with bubble wrapping foam insulation which prevented air from passing through to cool off inverter board Our tech monitored the unit and the unit was fully operationalResolve Problem: Above Error Codes and recently discovered bubble wrapping foam preventing air circulation caused us to replace the boards which had been essentially suffocated from foreign object found Aug **Upon our third visit, we replaced the electronic control boards for the fan inverter, inverter, and the main board Our technician also found the dip switches pertaining to the air handlers were altered and we restored them to the original factory settings Our technician also found the wire on the inverter board to be disconnectedResolve Problem: Equipment Not Operating ProperlyAug **Upon our fourth visit, our technician replaced control box fan assembly and monitored the system So now after looking at this case, each time we went out there it was for a different reason We do guarantee our work and our labor if we are going out to resolve an issue that we had already addressed However, each time we went out there we found new evidence of things causing new problems Whether it was something disconnected, something tampered with, a foreign object in the way of a necessary operation of the machine, and multiple error codes We went by the book on this case communicating and working with the manufacturer, spending the time to diagnose the issue properly and get the machine back up and running, monitoring the system beyond mandated times due to children being in the buildingNow that everything is resolved and no error codes are populating, the client doesn't want to pay We discounted the rates for him due to our willingness to meet him in the middle, but there are real costs associated to serving him and we've discounted it as much as we canWe have communicated via e-mail in the recent weeks due to the client speaking with our assistant and talking about he said she said scenarios in order for him not have to pay the outstanding invoicesOnly after we told him that we would have to place a mechanical lean on the building, did he then file a complaint with the Revdex.com The client is upset with us because we weren't able to fix his unmaintained machine with a click of a buttonWe have been serving our community for years and we stand tall when it comes to doing the right thing if we feel we could have done more or something better, but in this case we did everything we could and the client was well aware of our labor rates and what he was being billed for each timeWe allowed him to run on credit because there were children in the building in the middle of the summer and our conscious wouldn't allow us to demand payment after each visit or we wouldn't come out to fix it and risk further health concerns and potential dangers
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They are still trying to charge me for the services that I already paid for.James E [redacted] called me on December **, to discuss the issue that I had with Iceberg I did not know (and still do not know) who Jim E [redacted] is relative to Iceberg, since I had been communicating via email with Paul ***, the owner of Iceberg in reference to this issue MrE [redacted] explained that he was the person who wrote the emails for Paul and oversaw customer service If this is true this is disturbing since all this time I believed that I was communicating with Mr*** Even though Mr [redacted] did not see the benefit in communicating with me during the service period or after, I at least believed that I was communicating with him via email I’m the owner of the company and was surprised and disappointed that my issue had been delegated to one of Paul’s subordinates who I do not know if they had the authority to make financial decisions Also, why was I just meeting MrE [redacted] now after months of interacting with Paul ***? My obvious concern was that I’m now speaking to someone whose employment can easily be terminated by Mr [redacted] and does not represent, like I do, the legal responsibility that an owner does Also, why would I want to have another conversation with another person from Iceberg MrE [redacted] explained that he would be the only person from Liberty that I would speak to going forwardMrE [redacted] explained that he understood that I did not want pay for their services and was very aggressive in supporting his employer’s perspective which would have been expected in this type of scenarioI explained, again, why I believed that Iceberg had not addressed the problem that they had been originally hired to address, i.eerror code ***, and all the resulting service calls were derived from their inability to determine the root cause, which was just the malfunctioning of the inverter fan MrE [redacted] also explained that even though their service documentation indicated that the labor was warranted, it was not true! Iceberg would like you to believe that they have been fair but again this is not about being fair, it is about them completing the job for which they were hired and paid to do All the additional work that they did on and after July **, 2016, other than replacing the inverter board fan, was a waste of time Iceberg service representatives came in and told me what they needed to do on July **, and left indicating that the problem was resolved, and they were paid at that time.MrE [redacted] indicated that they were doing me a favor by not billing me for a month but as you can see in the attached email, attachment 1, Mr [redacted] indicated that it was because he was on vacation that they did not get around to it This is a company for which I still do not know who I’m speaking with and did not even indicate the correct parts used on their documentation All of the other vendors I use will leave the old part as proof of replacement which was not the case with IcebergIceberg indicated that the problem was resolved after their July **, 2016, service visit, which was not the case They indicated that the labor associated with the service they performed was warranted, which I being told was not, but their service document that I included previously indicated that it is They indicated that the reason that they did not bill me was for the concern of the business but the attached email indicates differently I was incorrectly billed for the more expensive inverter board fan (and it was the only part that I know was changed) They have tried to indicate that we called them for other problems but their service documentation supports my claim that it was the same original [redacted] error code problem that they were responding to The only solution that would resolve this problem in the replacement of the inverter board which did not happen until August **, 2017, nineteen days later but still within their warranty period.After minutes of going in circles, we ended the call (not the [redacted] indicated by MrE [redacted] as validated by the attached call log)I was taken aback by the fact that again Iceberg wanted to dictate to whom and how I communicate I was also surprised from a company who indicated that they were small and not bureaucratic, that I had be relegated to speak with another person and not the owner who emailed me, and I called to speak with, after receiving the first invoice I’m the only person spending time from my company responding while Iceberg seems to have a teamMrE [redacted] communicated, as expected, of one that did not have the authority to resolve this type of conflict Shame on Iceberg for putting me through another round of a fruitless conversationIceberg indicates on their website that they are the company that you should hire (even at the rate of $per hour) if you want it fixed the first timeThey came in and supposedly fixed the problem But when they could not, tried various other solutions that did not work and thought it was okay to continue to bill the customer for the unproductive efforts Even today, after many months of communication with Iceberg, I don’t even know who I’m conversing with when I communicate with themThe ***-error code caused our HVAC unit on our first floor to stop working in our child development academyWe scrambled during this period using various methods to ensure the room temperature did not escalate Our calls to Iceberg was to tell them that their solution did not workThey responded, as expected trying various maintenance tasks but not fixing the problem On day one if they just replaced the inverter fan, like they should have, I would be praising themBut, this is a company that when they finally stumbled upon the need for the fan, is even trying to charge me $per hour for the travel time to pick up the fanWhere is the fairness? How do you continue to bill a customer for services that they paid for and that you warranted? This is a story of greed and that is why I contacted the Revdex.com In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]
In response to the complaint, Iceberg Mechanical Corp states the facts of this case as follows: The complainant, called our company because he was receiving violations due to his air conditioner not operating correctly and having small children in his building WE acted swiftly to address the problem The client chooses to focus his complaint as if there was only one error code on the machine, but this is false After performing the diagnostic test, the following error codes existed on the unit: [redacted] *** Iceberg Mechanical Corp is a Mitsubishi Elite Diamond Dealer and we worked directly with the manufacturer to resolve all codes and not just one code Resolve Problem: Lacking Refrigerant, Clean Air Filters, Insulated Flare NutJuly **On our first visit, we cleared as many of the codes the system would allow, we added refrigerant, cleaned air filters (6), and insulated flare nut connections on the ducted type air handlers (6) We performed the diagnostic tests, communicated with the manufacturer regarding the correct prognosis for the unit and each code We monitored the unit for roughly hours and the equipment was operationalResolve Problem: Remove foreign object from condenser coilAug *Upon our second visit, the equipment again was not operating correctly and we addressed error code *** We found the outdoor condenser coil packed with bubble wrapping foam insulation which prevented air from passing through to cool off inverter board Our tech monitored the unit and the unit was fully operationalResolve Problem: Above Error Codes and recently discovered bubble wrapping foam preventing air circulation caused us to replace the boards which had been essentially suffocated from foreign object found Aug **Upon our third visit, we replaced the electronic control boards for the fan inverter, inverter, and the main board Our technician also found the dip switches pertaining to the air handlers were altered and we restored them to the original factory settings Our technician also found the wire on the inverter board to be disconnectedResolve Problem: Equipment Not Operating ProperlyAug **Upon our fourth visit, our technician replaced control box fan assembly and monitored the system So now after looking at this case, each time we went out there it was for a different reason We do guarantee our work and our labor if we are going out to resolve an issue that we had already addressed However, each time we went out there we found new evidence of things causing new problems Whether it was something disconnected, something tampered with, a foreign object in the way of a necessary operation of the machine, and multiple error codes We went by the book on this case communicating and working with the manufacturer, spending the time to diagnose the issue properly and get the machine back up and running, monitoring the system beyond mandated times due to children being in the buildingNow that everything is resolved and no error codes are populating, the client doesn't want to pay We discounted the rates for him due to our willingness to meet him in the middle, but there are real costs associated to serving him and we've discounted it as much as we canWe have communicated via e-mail in the recent weeks due to the client speaking with our assistant and talking about he said she said scenarios in order for him not have to pay the outstanding invoicesOnly after we told him that we would have to place a mechanical lean on the building, did he then file a complaint with the Revdex.com The client is upset with us because we weren't able to fix his unmaintained machine with a click of a buttonWe have been serving our community for years and we stand tall when it comes to doing the right thing if we feel we could have done more or something better, but in this case we did everything we could and the client was well aware of our labor rates and what he was being billed for each timeWe allowed him to run on credit because there were children in the building in the middle of the summer and our conscious wouldn't allow us to demand payment after each visit or we wouldn't come out to fix it and risk further health concerns and potential dangers
Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: They are still trying to charge me for the services that I already paid for.James E [redacted] called me on December **, to discuss the issue that I had with Iceberg I did not know (and still do not know) who Jim E [redacted] is relative to Iceberg, since I had been communicating via email with Paul ***, the owner of Iceberg in reference to this issue MrE [redacted] explained that he was the person who wrote the emails for Paul and oversaw customer service If this is true this is disturbing since all this time I believed that I was communicating with Mr*** Even though Mr [redacted] did not see the benefit in communicating with me during the service period or after, I at least believed that I was communicating with him via email I’m the owner of the company and was surprised and disappointed that my issue had been delegated to one of Paul’s subordinates who I do not know if they had the authority to make financial decisions Also, why was I just meeting MrE [redacted] now after months of interacting with Paul ***? My obvious concern was that I’m now speaking to someone whose employment can easily be terminated by Mr [redacted] and does not represent, like I do, the legal responsibility that an owner does Also, why would I want to have another conversation with another person from Iceberg MrE [redacted] explained that he would be the only person from Liberty that I would speak to going forwardMrE [redacted] explained that he understood that I did not want pay for their services and was very aggressive in supporting his employer’s perspective which would have been expected in this type of scenarioI explained, again, why I believed that Iceberg had not addressed the problem that they had been originally hired to address, i.eerror code ***, and all the resulting service calls were derived from their inability to determine the root cause, which was just the malfunctioning of the inverter fan MrE [redacted] also explained that even though their service documentation indicated that the labor was warranted, it was not true! Iceberg would like you to believe that they have been fair but again this is not about being fair, it is about them completing the job for which they were hired and paid to do All the additional work that they did on and after July **, 2016, other than replacing the inverter board fan, was a waste of time Iceberg service representatives came in and told me what they needed to do on July **, and left indicating that the problem was resolved, and they were paid at that time.MrE [redacted] indicated that they were doing me a favor by not billing me for a month but as you can see in the attached email, attachment 1, Mr [redacted] indicated that it was because he was on vacation that they did not get around to it This is a company for which I still do not know who I’m speaking with and did not even indicate the correct parts used on their documentation All of the other vendors I use will leave the old part as proof of replacement which was not the case with IcebergIceberg indicated that the problem was resolved after their July **, 2016, service visit, which was not the case They indicated that the labor associated with the service they performed was warranted, which I being told was not, but their service document that I included previously indicated that it is They indicated that the reason that they did not bill me was for the concern of the business but the attached email indicates differently I was incorrectly billed for the more expensive inverter board fan (and it was the only part that I know was changed) They have tried to indicate that we called them for other problems but their service documentation supports my claim that it was the same original [redacted] error code problem that they were responding to The only solution that would resolve this problem in the replacement of the inverter board which did not happen until August **, 2017, nineteen days later but still within their warranty period.After minutes of going in circles, we ended the call (not the [redacted] indicated by MrE [redacted] as validated by the attached call log)I was taken aback by the fact that again Iceberg wanted to dictate to whom and how I communicate I was also surprised from a company who indicated that they were small and not bureaucratic, that I had be relegated to speak with another person and not the owner who emailed me, and I called to speak with, after receiving the first invoice I’m the only person spending time from my company responding while Iceberg seems to have a teamMrE [redacted] communicated, as expected, of one that did not have the authority to resolve this type of conflict Shame on Iceberg for putting me through another round of a fruitless conversationIceberg indicates on their website that they are the company that you should hire (even at the rate of $per hour) if you want it fixed the first timeThey came in and supposedly fixed the problem But when they could not, tried various other solutions that did not work and thought it was okay to continue to bill the customer for the unproductive efforts Even today, after many months of communication with Iceberg, I don’t even know who I’m conversing with when I communicate with themThe ***-error code caused our HVAC unit on our first floor to stop working in our child development academyWe scrambled during this period using various methods to ensure the room temperature did not escalate Our calls to Iceberg was to tell them that their solution did not workThey responded, as expected trying various maintenance tasks but not fixing the problem On day one if they just replaced the inverter fan, like they should have, I would be praising themBut, this is a company that when they finally stumbled upon the need for the fan, is even trying to charge me $per hour for the travel time to pick up the fanWhere is the fairness? How do you continue to bill a customer for services that they paid for and that you warranted? This is a story of greed and that is why I contacted the Revdex.com In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]