Viking Installations Ltd.

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: The business is still not honoring their warranty for the unsuccessful service call on July **, [redacted] so which they were paid $2427.57.Iceberg Mechanical Corp was hired to respond to the symptom which was an error code [redacted] that we had received resulting from a defective inverter board fanWe had contacted various companies to correct the problem; Iceberg even though they were the most expensive, was hired because they responded quickly and I believed that with their Mitsubishi expertise they would be quickly able to pinpoint and resolve the problem and thereby minimizing the overall expense Attached please the WORD file with the supporting documentationAll Iceberg service documents were generated by Iceberg Mechanical Corp resulting from their response to our [redacted] error code service requests Attachments included in WORD file:The first two attachments are for July **, 201* As noted the problem reported was for error code ***, which was for a malfunctioning inverter board fan Iceberg came in with two technicians who spent [redacted] hours and left indicating that the problem was resolvedThey resolved all the outstanding problem codes and I immediately paid them $before they leftSecond attachment for July **, 201* The estimate obtained from another company that we did not use who immediately determined after their first visit that a new inverter fan was required This company even though was not used since the estimate came in after Iceberg started, provided a good idea about the root cause and scope of the problemBy August *, 201*, the same symptom returned, the ***-error code for which we called Iceberg to again address They came in and did some additional work indicating the bubble foam prevented the air from passing through to the inverter board for coolingIceberg left indicating the problem again that the problem was solved, but as you can see the root cause has still not been identifiedThat week Iceberg had to be called again since the ***-error code returned Iceberg indicated that we needed to replace boards and if that did not work, we would have to replace the HVAC unitAs can be seen Iceberg had still not identified the root problem and now had the strategy to replace boards unnecessarily hoping that something they did would work, i.e., plug and replace methodology Iceberg performed the maintenance functions that they were experienced in but seemed to lack the experience for the problem identified by the [redacted] error codeI told them that I did not believe that the boards needed to be replacedI requested that only one board at a time get replaced so that if they problem gets resolved (or if the condition was removed), my hypothesis would be correct and we could return any unused boardsThroughout the duration of the problem I had been working with the office manager and technician and I did not speak to the ownerOn August **, 201*, the Iceberg team came in and indicated that they replaced all the boards, not in the methodology that I requested and thought was agreed toSince I was out of town, they had to call me to tell me that the boards had been replaced This call was within [redacted] hour of the board replacement and their call was interrupted by my staff calling to inform me that the ***-error code had immediately returned not even one half day of peace I informed Iceberg, and they returned By now I suspected that they were shooting from the hip so I forwarded the email after trouble shooting the problem on my own *Second attachment for August **, [redacted] when Iceberg had to return since the ***-error code had immediately returnedThe picture attached to the email I sent to their office manager on August [redacted] while traveling via my Iphone hoping to help them with the steps required to resolve my problem I had called Mitsubishi myself trying to assist and all the time I asked them if it could be a fan since I possessed the estimate from the other contractorI also emailed my lawyer to determine who would be responsible if we need to replace the HVACIceberg came back and tried reconfiguring dip switches, inter pipes, electrical circuit breakers (which caused the HVAC for the second floor to stop working for a while) which has cause me to hire another contractor to address the leakage and other problems caused by Iceberg’s trouble shooting effortsOn August **, 201*Iceberg had to return since the [redacted] problem had not disappeared and finally determined the root causeThe technician had determined that when they left the cover off the inverter board, the problem did not return, i.e., the problem reemerged when they replaced the cover and the inverter board overheated Iceberg retrieved a fan from NJ that was defective but was able to purchase a non-Mitsubishi alternative fan and the problem had not returnedThe invoice that was sent for this day alone attempted to charge me for $for their technician to not only pick up and install the defective fan, but also for their technician travel and installation of the non-Mitsubishi fanTo make matters worse, Iceberg charged me $for the Mitsubishi fan that was defective and more expensive and not for the actual fan that was installedAugust **, [redacted] invoiceMy last email to Iceberg on October **, [redacted] in response to their president’s email after my Revdex.com complaint.On September, **, 201*, to my disbelief, I received an email with the supposedly open invoices, one month after the last service call Why did it take one month? Why did Iceberg believe that they had an open checkbook for their plug and replace methodology? What was warrantied as indicated on the service document that I signed and services I paid for on July **, 201*As I indicated, Iceberg was the most expensive vendor but I believed based on their Mitsubishi diamond rating, would be the most experienced to resolve the problem I was wrong!I unsuccessfully called Iceberg’s President immediately on September, **, 201*I was told that he was in the “shop” and would call me back, but he did not and I have never spoken to himPaul has insisted two weeks later that we utilize email to communicate instead of speaking directly by phone, again, I did not speak to Paul during the time his company was addressing the [redacted] problemFor a while I did not know how to respond since I was relegated to emailIt was not until I watched the movie, Joy, starring [redacted] that I read the terms and asked about the labor warrantyA business associate of mine suggested that I contact the Revdex.com since I was frustrated that Iceberg was hiding behind the emails Attached please find the last emails between us I asked him what was warrantied from the monies that I had paid Also, the fan that I was being invoiced for was not the fan that was installedIceberg’s president never responds directly to my questions and he has indicated that he has responded to different problems, but as indicated on his service documents, it was always the [redacted] code that we called his company to resolve I don’t believe Iceberg had any clue to the root cause of the problem and only knew how to perform maintenance tasks and basic HVAC trouble shooting which did not correlate to hourly rate they were charging Every company I have dealt with provided an estimate and guaranteed their effortsAfter Iceberg left indicating the [redacted] error was addressed on July **, 201*, I never would have believed the stress I had to live through watching them fish for a resolution which resulted in these various unsuccessful subsequent service callsI don’t know which stress is worse, living through their servicing methodology or living through the weeks after dealing with Iceberg belief that the checkbook stayed open for their unsuccessful efforts after their initial effort did not resolve the problemThe bottom line here is that the root cause for the ***-error code was a malfunctioning fan that cost $200, or an OEM substitute for $dollars All the additional maintenance work should be at the discretion of the customer or the owner of the equipment Adding the installation cost should never bring the total amount to $9500!I can only hope that Iceberg’s other customers are treated better and can have a conversation with Iceberg’s leadership when they need to resolve any issues instead of needing to take this route Sincerely, [redacted]

To whom it may concern, Please accept this e-mail as our response to this complaint by the customer, *** *** of the Learning Experience. After speaking with *** *** in November, she recommended that I reach out to the client as we were both continuing to state the same things to argue our case. I agreed with her and did so immediately. I spoke to Robert for about 4* mins and we discussed both of our opinions. I told him that I wanted to resolve the issue without putting a mechanical lien on his building of which he is a tenant. I said up until this point we did not do so because we are not trying to cause a problem for him, we just want to be paid for our services and material that we have already paid for to have his work done. He said that he had something in mind that would move us closer to a resolution and we decided that he would contact me in the next week to discuss. A week passed, and then another passed so I reached out to Robert and left a VM. I reached out again about a week later and left another voice mail. I left my 3rd and final voicemail in the first week of January stating firmly that he needed to get back to me as soon as he could. It is my belief that he thinks this will just go away. On our call over a month ago we both stressed the importance of communication through this process to find a resolution. We provided him with a deep discount to help him pay for the services rendered, we have provided him with time to pay the open invoices, and at the point of all the service needed, we jumped to help him in a time of need with children in his building during the heat of the summer. We have been more than fair and we have provided *** *** with all of the open invoices which include the work orders with his employees signatures authorizing the work I hope this updates the Revdex.com on the correspondence that has taken place over the past months and gets us closer to a resolution in the near future. If you need anything further, please do not hesitate to reach out to me directly Jim Jim E*** Client Relationship Manager Iceberg Mechanical Corp*** *** ***
*** ** ***
*** *** * *** ***
***

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 **, 2017 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 [redacted], the owner of Iceberg in reference to this issue.   Mr. E[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. [redacted].  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 Mr. E[redacted] now after months of interacting with Paul [redacted]? 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.   Mr. E[redacted] explained that he would be the only person from Liberty that I would speak to going forward. Mr. E[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 scenario. I explained, again, why I believed that Iceberg had not addressed the problem that they had been originally hired to address, i.e. error code [redacted], 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.  Mr. E[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 **, 2016 and left indicating that the problem was resolved, and they were paid at that time.Mr. E[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 Iceberg. Iceberg indicated that the 420 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 90 minutes of going in circles, we ended the call (not the 4* indicated by Mr. E[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 team. Mr. E[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 conversation. Iceberg indicates on their website that they are the company that you should hire (even at the rate of $250 per hour) if you want it fixed the first time. They 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 them. The [redacted]-error code caused our HVAC unit on our first floor to stop working in our child development academy. We 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 work. They 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 them. But, this is a company that when they finally stumbled upon the need for the fan, is even trying to charge me $250 per hour for the travel time to pick up the fan. Where 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 4 hours and the equipment was operational. Resolve Problem: Remove foreign object from condenser coilAug *Upon our second visit, the equipment again was not operating correctly and we addressed error code [redacted].  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 operational. Resolve 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 disconnected. Resolve 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 building. Now 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 can. We 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 invoices. Only 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 button. We have been serving our community for 23 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 time. We 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:

The business is still not honoring their warranty for the unsuccessful service call on July **, 201* so which they were paid $2427.57.Iceberg Mechanical Corp was hired to respond to the symptom which was an error code [redacted] that we had received resulting from a defective inverter board fan. We had contacted various companies to correct the problem; Iceberg even though they were the most expensive, was hired because they responded quickly and I believed that with their Mitsubishi expertise they would be quickly able to pinpoint and resolve the problem and thereby minimizing the overall expense.  Attached please the WORD file with the supporting documentation. All Iceberg service documents were generated by Iceberg Mechanical Corp resulting from their response to our [redacted] error code service requests.  Attachments included in WORD file:1. The first two attachments are for July **, 201*.  As noted the problem reported was for error code [redacted], which was for a malfunctioning inverter board fan.  Iceberg came in with two technicians who spent * hours and left indicating that the problem was resolved. They resolved all the outstanding problem codes and I immediately paid them $2427.57 before they left.2. Second attachment for July **, 201*.  3. The estimate obtained from another company that we did not use who immediately determined after their first visit that a new inverter fan was required.  This company even though was not used since the estimate came in after Iceberg started, provided a good idea about the root cause and scope of the problem.4. By August *, 201*, the same symptom returned, the [redacted]-error code for which we called Iceberg to again address.  They came in and did some additional work indicating the bubble foam prevented the air from passing through to the inverter board for cooling. Iceberg left indicating the problem again that the problem was solved, but as you can see the root cause has still not been identified. That week Iceberg had to be called again since the [redacted]-error code returned.  Iceberg indicated that we needed to replace boards and if that did not work, we would have to replace the HVAC unit. As can be seen Iceberg had still not identified the root problem and now had the strategy to replace boards unnecessarily hoping that something they did would work, i.e., plug and replace methodology.  Iceberg performed the maintenance functions that they were experienced in but seemed to lack the experience for the problem identified by the [redacted] error code. I told them that I did not believe that the boards needed to be replaced. I requested that only one board at a time get replaced so that if they problem gets resolved (or if the condition was removed), my hypothesis would be correct and we could return any unused boards. Throughout the duration of the problem I had been working with the office manager and technician and I did not speak to the owner.5. On August **, 201*, the Iceberg team came in and indicated that they replaced all the boards, not in the methodology that I requested and thought was agreed to. Since I was out of town, they had to call me to tell me that the boards had been replaced.  This call was within * hour of the board replacement and their call was interrupted by my staff calling to inform me that the [redacted]-error code had immediately returned…not even one half day of peace.  I informed Iceberg, and they returned.  By now I suspected that they were shooting from the hip so I forwarded the email after trouble shooting the problem on my own.  *. Second attachment for August **, 201* when Iceberg had to return since the [redacted]-error code had immediately returned.7. The picture attached to the email I sent to their office manager on August ** while traveling via my Iphone hoping to help them with the steps required to resolve my problem.  I had called Mitsubishi myself trying to assist and all the time I asked them if it could be a fan since I possessed the estimate from the other contractor. I also emailed my lawyer to determine who would be responsible if we need to replace the HVAC. Iceberg came back and tried reconfiguring dip switches, inter pipes, electrical circuit breakers (which caused the HVAC for the second floor to stop working for a while) which has cause me to hire another contractor to address the leakage and other problems caused by Iceberg’s trouble shooting efforts.8. On August **, 201*. Iceberg had to return since the [redacted] problem had not disappeared and finally determined the root cause. The technician had determined that when they left the cover off the inverter board, the problem did not return, i.e., the problem reemerged when they replaced the cover and the inverter board overheated.  Iceberg retrieved a fan from NJ that was defective but was able to purchase a non-Mitsubishi alternative fan and the problem had not returned. The invoice that was sent for this day alone attempted to charge me for $2100 for their technician to not only pick up and install the defective fan, but also for their technician travel and installation of the non-Mitsubishi fan. To make matters worse, Iceberg charged me $199.18 for the Mitsubishi fan that was defective and more expensive and not for the actual fan that was installed.9. August **, 201* invoice.10. My last email to Iceberg on October **, 201* in response to their president’s email after my Revdex.com complaint.On September, **, 201*, to my disbelief, I received an email with the supposedly open invoices, one month after the last service call.  Why did it take one month? Why did Iceberg believe that they had an open checkbook for their plug and replace methodology? What was warrantied as indicated on the service document that I signed and services I paid for on July **, 201*. As I indicated, Iceberg was the most expensive vendor but I believed based on their Mitsubishi diamond rating, would be the most experienced to resolve the problem.  I was wrong!I unsuccessfully called Iceberg’s President immediately on September, **, 201*. I was told that he was in the “shop” and would call me back, but he did not and I have never spoken to him. Paul has insisted two weeks later that we utilize email to communicate instead of speaking directly by phone, again, I did not speak to Paul during the time his company was addressing the [redacted] problem. For a while I did not know how to respond since I was relegated to email. It was not until I watched the movie, Joy, starring [redacted] that I read the terms and asked about the labor warranty. A business associate of mine suggested that I contact the Revdex.com since I was frustrated that Iceberg was hiding behind the emails.  Attached please find the last emails between us.  I asked him what was warrantied from the monies that I had paid.  Also, the fan that I was being invoiced for was not the fan that was installed. Iceberg’s president never responds directly to my questions and he has indicated that he has responded to different problems, but as indicated on his service documents, it was always the [redacted] code that we called his company to resolve.  I don’t believe Iceberg had any clue to the root cause of the problem and only knew how to perform maintenance tasks and basic HVAC trouble shooting which did not correlate to hourly rate they were charging.  Every company I have dealt with provided an estimate and guaranteed their efforts. After Iceberg left indicating the [redacted] error was addressed on July **, 201*, I never would have believed the stress I had to live through watching them fish for a resolution which resulted in these various unsuccessful subsequent service calls. I don’t know which stress is worse, living through their servicing methodology or living through the weeks after dealing with Iceberg belief that the checkbook stayed open for their unsuccessful efforts after their initial effort did not resolve the problem. The bottom line here is that the root cause for the [redacted]-error code was a malfunctioning fan that cost $200, or an OEM substitute for $40 dollars.  All the additional maintenance work should be at the discretion of the customer or the owner of the equipment.  Adding the installation cost should never bring the total amount to $9500!I can only hope that Iceberg’s other customers are treated better and can have a conversation with Iceberg’s leadership when they need to resolve any issues instead of needing to take this route. 
Sincerely,
[redacted]