Villara Corporation

We apologize for the difficulties the *** Residence has experienced. In order to clearly address this complaint, it should be noted that Beutler ARS Air Conditioning and Plumbing was the company that was contacted, not Beutler Corporation. In Beutler Corporation sold their
Retail Services Department to Beutler ARS Air Conditioning and Plumbing, and is no longer performing any service on homes out of their original year warranty period. *** ***, V.Pof Beutler Corporation, contacted Beutler ARS Air Conditioning and Plumbing and asked that their management team to respond to this complaint

We contacted the homeowner *** *** at *** *
*** ** and made an appointment to do a site visit at no charge. Once we arrived in the home, we repaired the zoning system and inspected the
entire HVAC system to make sure it was functioning properly.
We reviewed
our records for all homes within this subdivision and found that this specific
lot was loaded incorrectly in our job accounting system and the zoning option was not visible to the service technician at system
start up. We found that no other options
were missed in any other lots and have put a process
in place to ensure this will not occur again. We apologized to the
customer for any inconveniences and assured them it is not our policy to sell
options without completing the installation. The customer seemed
satisfied with our response

Review: New AC system installed by vendor has failed 3 seasons in a row beginning the summer we moved in to our new home. We believe this vendor is not reputable. We have filed a complaint with the California State License Board. Please see the attached document for a detailed description of our experience with this vendor and the action we are requesting. Since the Revdex.com has given this company an A+ accreditation, we want to ensure that you are aware of our complaint to the CSLB as a matter of record, and for the benefit of other customers who might be considering Villara for their HVAC needs.Desired Settlement: Verified completion of repairs and extension of warranty for an additional 2 year period.

Business

Response:

This complaint has been resolved with the customer; we honored her request of a 2 year warranty extension. Please see her email dated 8/10/16 below:Hello [redacted], For your info, I've attached a copy of the request I mailed to the CSLB asking that they close out the complaint we filed and remove it from their records. I also submitted the same request to the Revdex.com. I can not find any reference at all to the original complaint on the Revdex.com web site. Thank you for your help in resolving our problems. Tell us why here...

Consumer

Response:

Our dispute with this contractor has been completely resolved. We are entirely satisfied by the action taken by Villara to reach this resolution. We ask that any record of the original complaint be expunged.

Review: I spent $9.000.00 on a new heating and air conditioning unit in May of 2012. In July of 2013 the condensor broke and had to be repaired. I had to fight for it to be fixed free of charge because I was one month past my warranty. One year later, July 14, 2014 we have the SAME problem and I was told it would be 3 weeks for a technician to come out.Desired Settlement: I would like prompt service to have it repaired or replaced. I am wondering if it is a bad unit or if there was a problem with the installation. This should not have broken twice in two years.

Business

Response:

We apologize for the difficulties the [redacted] Residence has experienced. In order to clearly address this complaint, it should be noted that Beutler ARS Air Conditioning and Plumbing was the company that was contacted, not Beutler Corporation. In 2010 Beutler Corporation sold their Retail Services Department to Beutler ARS Air Conditioning and Plumbing, and is no longer performing any service on homes out of their original 1 year warranty period. [redacted], V.P. of Beutler Corporation, contacted Beutler ARS Air Conditioning and Plumbing and asked that their management team to respond to this complaint.

Review: Repairs completed by Beutler have led to damaging my home and one employee accused us of sabotaging their repairs.

My new construction home is under warranty through [redacted] Homes. They contract with Beutler Heating and Air Conditioning to service homes in our community. As of today, 9/3/2013 Beutler will be coming to my home to attempt to repair our primary condensation drain line on our HVAC system for the third time. The original repair was inferior and broke (repair was made on 7/3/2013). This led to the flooding of part of my attic and caused water damage on my ceiling on 7/18/2013 (which is being repaired by [redacted] Homes). When the repairmen came for the second repair, one of them implied that I and/or my husband had sabotaged the previous repair. In speaking with the company today, they refused to work with my schedule and treat the problem with my HVAC, which renders my air conditioner inoperable, as an emergency and will not come to fix it until late today. This is in spite of their multiple mistakes, the fact that I have a small child in the home, and the fact that the weather will be very warm, causing my house to heat up rapidly.Desired Settlement: I would like potential customers to be aware of the problems with Beutler's inferior repairs and lack of professionalism. Also, I would like a guarantee from the company that any future HVAC emergencies will be treated as the highest priority and handled in the morning repair time block (8am-12pm).

Business

Response:

Initial Business Response

I contacted Mrs. [redacted] on 09/11/13 and spoke to her regarding her complaints against us. I feel that her concerns of our inferior repairs and lack of professionalism have been resolved. I explained we will honor our workmanship and we agreed there was a miscommunication regarding the modified (sabotaged) repair.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

I have no issue with Beutler's same day/next day service for standard calls. However, when the reason for my emergency repair is inferior and inadequate repairs done by their employees, multiple times, I believe they should work harder to rectify their mistakes by being more flexible in their scheduling.

Final Business Response

Our warranty commitment is "Same Day/Next Day Service Appointments" for Homeowners/Builders who are covered within Beutler Corporation's new home warranty period. A call reporting "no service" prior to 12:00pm will be scheduled for dispatch within the same day and call in reporting "no service" after 12:00pm will be scheduled for dispatch the next business day. Appointment confirmation calls are made each afternoon to customers who were scheduled for next day service. If a service request arises after that time, we will still provide next day service, with the exception of a water intrusion issue which will be scheduled the same day, but may be unable to commit to a specific time-frame due to prior appointment commitments.

We endeavor to satisfy all warranty service needs and honor customer time frame requests to the best of our ability. If weekday timeframes are impossible for our customer, we are able to occasionally offer weekend scheduling.

Review: Purchased and had a brand new unit installed in August 2009. Four months later we had to call them out due to no heat after experiencing a power outage. We have continued having issues (either no heat or no cold air) since it was installed. We had them send us the order history, but even that is incorrect and missing a couple service calls. Throughout our history with this company we have experienced poor customer service including neglect to call back after indicating we would receive a call. After one of the many repair appts, we were told we needed a new motherboard, that it would be ordered, and we would get a house call. We never heard from them again until we called once again when we started experiencing (yet again) no cold air. The last time they were out here was in Feb (for no heat) and now we have no cold air. They are now trying to charge us over $700 for a bad factory weld. Worst customer service and worst product I have ever encountered. We still have no AC since they refuse to fix it for free when clearly our history shows they have a defective product.Desired Settlement: At this point in time I feel that a free repair is not enough. I want a brand new unit installed and warrantied.

Business

Response:

My team of professionals has red tagged this customer for rude, and unacceptable behavior on the phone. This replacement is over 6 years old, and during that time, we have found and replaced the defrost board, the blower motor, and have responded to 1 service call due to a power outage. The current problem is a refrigerant leak at the factory installed Reversing Valve. There is no history of refrigerant leaks, this is a factory part, installed by the equipment manufacture, and is out of warranty. We offered to replace the part for $370 which is 1/2 of our regular book price. The customer refused. With the rude, and unprofessional manner the customer has responded I will not do the work, even at full price. If the customer feels that this is a factory issue they can have any authorized factory dealer work on the unit to complete the repair.

Consumer

Response:

I am rejecting this response because: I find it a bit convenient that a business can so casually dismiss the numerous times their product has failed to deliver the paid for service (heating and cooling) and simply write off a complaint by stating that the customer was red tagged as rude and unacceptable behavior. It begs the question: what is rude and unacceptable behavior? Did we curse and use inappropriate language? No. Did we call this company each time our unit failed to perform? Yes. Did we express frustration at the numerous times the unit failed? Yes. If this happened to you and your family, how would you feel about the situation? When my husband spoke last to a Manager, he interrupted the manager in conversation because he continued to repeat inaccuracies in regards to our service history. He kept saying that the unit was installed in 2009 and the first service call occurred in 2013, which is incorrect. The first service call occurred 4 months after the unit was installed after a power outage. Theservice history shows a tech came out 12/8/09, reset the breaker, checked all the wiring and determined nothing was wrong. The next day we called again and had them come back out for no heat. This is now 2 days of vacation time used for a 4 month old unit. The notes indicate “..will not come back on after defrost. Need to …install new board.” The next day the defrost board was replaced. “Rewired stat and cycled…” Why did it need rewiring when the first trip (2 days prior) indicated the wiring was checked? Also we looked back at our email correspondence with the company and found an email dated 2/11/15 that indicates it was recommended that the tech replace the defrost board and install a sensor to control the heat strips. The service report historyprovided to us by the company does not show that the sensor was installed. Also that is the second time the defrost board had to be replaced. I’m not concerned that the company does not wish to receive my business. I’m concerned that we paid a lot of money for a failing product and service from an incompetent staff. My husband indicated when he spoke to the manager that if they repaired the unit for free and it successfully ran for a year, they would never hear from us again. The manager declined to accept this offer that I feel is fair when compared against our service history. Additionally, in regards to the last visit from a technician, my husband indicated over the phone when speaking with the CSR who offered a free inspection that if the repair wasn't going to be free, we would not be having them repair it. Yet when the technician came out, he pulled the unit apart, found a bad weld, and began soldering it without indicating a cost. The cost of repair was only disclosed right before the tech was going to pressure test the weld and he provided a service form and requested my husband sign it. We declined to do so, the repair was not completed, and we currently do not know what status the unit is in other than partially serviced. The tech slapped the unit together, did not advise if the unit was in a safe condition or dangerous to operate, and left.

Business

Response:

On 9/21/15 [redacted] sent to h/o approved by [redacted] Per our conversation 09-21-15 Villara Corporation (previously known as Beutler Corporation) will perform on the following items.1. Complete the service call dated 09-14-15 at no charge to the home owner.2. Villara will provide an extended Parts and labor warranty on the HVAC equipment only until 06-30-2016. a. This excludes any ducting system repairs, thermostat, air filters, maintenance, electrical, propane, or utility company based issues. 3. Upon completion of the 09-14-15 service call the home owner ([redacted])agrees to perform the following items. a. Rescind the Revdex.com complaint. b. The home owner will be requested to perform an annual maintenance on the HVAC system. I. Villara offered a Bronze Maintenance program @ $24.75 per quarter. Per [redacted]. Extended warranty approved per [redacted] until June 30th 2016The service visit discussed above was completed on 9/22/15 - our technician noted the following: REPAIRED FACTORY LEAK & RECHARGED SYSTEM 13.5 LBS. NO OTHER PROBLEMS FOUND.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: The 850 RPM A/C Motor breaks down in a matter of 6 years since installation and so with the coil that is leaking. I ask for a second opinion today dated 21st of July from a reliable airconditioning company and they found out that there was a water leak on the furnace too without mentioning that to me when they do an A/C Tune up and Leak Search which I was surprised when charged for $225 just to search for a leak. I strongly believe that a motor and a coil will for about ten years but the one they install only last for 6 years.Desired Settlement: Replace the coil, repair the leak on the water leak on the furnace and refund the leak search charge.

Business

Response:

We, Villara Corporation - formerly Beutler Corporation, contacted the homeowner, and scheduled an inspection at no charge. During this inspection our technician discovered an internal leak in the evaporator coil. The homeowner understands that this equipmentis no longer under warranty, this issue is not due to a faulty installation, and there will be a fee to make the repairs. They have agreed, and have scheduled us to make the repairs. Thank you, [redacted]Service ManagerVillara Corporation

Review: "Beutler" installed my home AC system on 2004 with the new home. I found out the return air duct was falling apart at collar and had Beutler to fix it around 2010. The Beutler AC Tech put some tapes to cover the duct and called it a fix after a Richmond American home care specialist made the call around 2010. Last month, I found out that Beutler did not fixed the return air duct at all because they installed the wrong size of collar during the initial installation of my home AC system. The AC pulls air from Attic space around the leaking collar and collects dust into the air ducts. My son was born in 2010 and he has asthma problems and he has to use inhaler daily.Desired Settlement: I would like "Beutler" to have this job done right with a correct collar size, resealing ducts and clean the dirty duct system.

Business

Response:

Company states: This complaint is against the wrong company. The consumer has confused us with Beutler Corporation.

Business

Response:

We offered to go to Mr. [redacted]'s home to perform an inspection to make any corrections we deemed necessary due to possible installation errors. Mr. [redacted] received the offer, as we tried to schedule a free service appointment, and made the determination that he would rather pay somebody else $3000 to do the repair, and then sue us for damages, and possible issues concerning his son’s health. Our offer with him still stands, but we will alert our legal team to watch for this law suit, and stand ready to inspect his home if he allows us access. There is nothing further that I can do at this point without permission from the homeowner.Sincerely,[redacted]Villara Corporation (formerly Beutler Corporation)VP of Construction

Review: The City of Sacramento code enforcement department conducted a routine inspection of my property and informed me that the permit no. [redacted] which they ordered from the City of Sacramento for the installation of a new Heating and Air Conditioning unit in 2006 was not inspected and signed off. The code enforcement is requiring that this error be solved by January 29, 2014. I began contacting Beutler to have them correct this error on December 17, 2013. In the course of me trying to resolve this matter, I spoke with or attempted to speak with a list of people, including voice mails messages left for them, only to not be given a return courtesy call in some instances, incorrect/false information or blatant lack of concern. As mentioned from 12/17/2013 to last week, practically one month later I have no results to correct this matter. I feel as though I was given the run around and customers do not matter, this is the order of the contacts, [redacted]'s voicemail, [redacted], vm left for [redacted],who I was told was the CEO, which he is not, no call back, [redacted], vm for CEO [redacted] and lastly [redacted]. I then received an email from [redacted] on January 14, 2014 that made it clear that they (Beutler) were not going to take action and that the entire matter was to be resolved by me, the owner.My desired resolution will be restitution for all contracted costs incurred by me in resolving the permit matter outside of Beutlers participation, including but not limited to Permit costs, retrofit costs to bring the unit to current code as mentioned in Mr. [redacted]s email, and any charges from City Code Enforcement inspection(s) and fines as well as any compensation for lost rents should this result in a habitability or otherclaim from Code Enforcement that affects the rentability of the property resulting from a delay caused by Buetlers slow response and refusal to correct their error.Desired Settlement: My desired resolution will be restitution for all contracted costs incurred by me in resolving the permit matter outside of Beutlers participation, including but not limited to Permit costs, retrofit costs to bring the unit to current code as mentioned in Mr. [redacted]s email, and any charges from City Code Enforcement inspection(s) and fines as well as any compensation for lost rents should this result in a habitability or otherclaim from Code Enforcement that affects the rentability of the property resulting from a delay caused by Buetlers slow response and refusal to correct their error.

Business

Response:

[redacted] has reached a satisfactory resolution with [redacted], we have sent out a reimbursement check as requested.

Review: Beutler AC workers replaced the part (Dual Zone AC Board) with substandard part which did not work and billed and paid for the original part.

Beutler Air condition workers came out to our house on 6/25/13 and replaced Honeywell mini zone dual zone board (MC EMM-3) with a sub-standard part but told us that they replaced with the original part and received full payment. The air condition unit failed to work that day due to the wrong dual zone board later that day. We called that day to beutler and inform them of the problem and also let them know that the job should be place in a priority status due to my 14 years old daughter who is suffering from Asthma but they did not call until next day (Wed 6/26). They finally sent a worker out on 6/27 (Thursday). The worker immediately realized the zone board is not working and told my wife that he needs to order the correct part but he will rewired the system so our AC will work and left the house. When I came home that day the furnace was blowing hot air instead of cool air and I noticed that the air condition unit is not running. I immediately called the Beutler to notify them of this problem again but so far no-one from Beutler has contacted us as of today 6/28/13.

Mean while we had to contact another AC company ([redacted] in [redacted]) during this time due to my daughter's condition to had a diagnostic job for our AC unit which revealed that the AC unit is working fine but dual zone panel that they (Beutler) replaced is not comparable with our AC system. The [redacted] AC system worker did not touch the dual zone panel due to the work warranty but my wife showed him the original work order from Beutler and our old dual zone board he informed my wife that the zone board that they installed is not the original part and it will not work with our AC system. Desired Settlement: We are only requesting our AC unit and dual zone board which we have already paid for will be repaired with the original part and send someone with good moral standard and better technician (since its the third time) to repair our AC system as soon as possible please. Thank you.

Business

Response:

Business' Initial Response

On 6/25/13 Beutler Corporation responded to a request, as a courtesy since the warranty had expired in August 2005, to determine if there was an installation issue regarding the Dual Zone Board. We repaired the system and replaced the existing Honeywell zone board with a ZTE Brand zone board and charged the homeowner the replacement fee. On 6/27/13, we responded to a call for no cooling and determined the ZTE zone board was not effective and scheduled a return visit for the next day to replace it, no fee was charged. On 6/28/13 we returned and replaced the ZTE zone board with an original Honeywell zone board and confirmed the system was operating correctly, no fee was charged. The homeowner called again to report no cooling and we returned on 7/10/13, no issues were found, system was operating correctly, no fee was charged. We have returned the system to normal operating standards and the homeowner is still not satisfied.

Review: Soon after we moved into our new [redacted] home in Visalia Ca, we started having issues with the air conditioning unit, for some reason the house was not cooling properly. We called the beutler corporation since our unit is still under warranty informing them of the issue and they were "kind" enough to schedule a technician to arrive to our house in approximately one week. When the technician arrived to inspect our issue, he stated that a faulty "TXC" had to be changed out and that once the part was on order, it would take another week for the part to arrive and to be installed. After another week of waiting in 100+ degree heat, a new technician arrived and installed the faulty part, which was pretty uneventful, until he informed us that the dual zone system, the system that controls the upstairs air, and an option we had initially paid for, was not installed in the home and in addition the "flute pipes" on the heater side of the system were broken beyond repair. He agreed to install the dual system option and proceeded to order the new "flute pipes" and once again scheduled another appointment to have them changed. Well during our wait for the "flute pipes" replacement, we noticed the home was still not cooling. We called beutler once again and they informed us it was another faulty "TXC." Well, once again we had to wait another week for this part to be replaced, leaving us now three weeks without adequate air conditioning in 100+ degree weather. When the technician arrived to replace the second "TXC" he informed us that it wasn't the "TXC," but a "coil" that was freezing and had to be replaced. Once, again they had to call and place this part on order, with another long wait to get this part installed. Beutler service is sub-standard by far, after asking our neighbors if they were experiencing the same problems we found out that they too didn't have their dual zone system installed in their new home.Desired Settlement: Beutler has been deceiving their customers by charging for systems that were never installed in the home. Me not being a air conditioning expert, I am worried that there may be other issues with the system. Issues that I might not be aware of. I would like a complete refund for my unit, a complete upgrade to a bigger unit or both. This issue is unsatisfactory! It has been over three weeks and we are still living in a warm home. The home is almost unlivable. Please help.

Business

Response:

Review: In 2008 we purchased a brand new home with what we thought was brand new products. I remember doing the walk-thru of the home before we signed all paperwork and they told us the AC had probably not been set to cool therefore that was why the house was a little hot. 1 year later we started having issues with the AC. Since the home was still under warranty the builders (Ranchwood Homes) came out and fixed it at no charge all covered under warranty. When asked what it was they told us that freon was leaking and therefore no cold air was being released. They informed us it was taken care of and we should have no more issues. The following year we had the same issues but this year we had to cover the expenses since house was out of warranty. When we asked what was the issue with the AC this time was they told us that there was another crack and the freon leaked again therefore no cold air was coming out. This was 2 years in a row. The 3rd summer again issues with the AC this time no freon again, and the whole motor went out and had to be replaced. We ran the risk of the house burning down the AC technican told us. At this time we have spent close to $3000.00+ with freon refills and now the motor and other repairs. This summer we are having issues again but this time we have to replace the coil and refill of freon. I thought that with the purchase of brand new homes we would be getting new home products which has not been the casein our home. I see no reason to be going though this with if the AC was new. I know AC's should be replaced but not this soon.Desired Settlement: I would like to get a refund of all the work that has been done. It doesn't seem right that a new AC would be having so many issues when it should be new. And this has been a yearly issue. We are now in 2014 and this year I have been with no AC because I am getting to the point where I can no longer afford doing all the work needed.

Business

Response:

We have scheduled an appointment on 7/16/14 to inspect the issue and make a determination as to whether this is a field installation issue or a manufacturer's issue. We will be providing the homeowner temporary cooling and providing this inspection at no charge. We will make a final decision based on the inspection results.