Western Radio

We've received Mrs [redacted] concerns, we are looking into the matter and will reach out to her directly once we determine what occurred on our end.?

***, Yes running a service business requires great dedication especially when the goal is to do the best we can on every call? In reply to your observations, [redacted] has been in the field since working his way from a helper installer all the way through the ranks in residential AC and heating? [redacted] has also served in the field and has served as a great asset to Jon Wayne for many years? We all take pride in being a nationally and locally recognized company for morals, ethics, and a place to work? This takes dedication from all employees, managers, and owner ship? To be clear, you are the brother that lives in another city or state and have been involved through phone conversations? Not on sight? Your sister lives in the house and rents it from the other broth ***? She called in the service and [redacted] met us at the home? Because the sister called in the service call and the address is associated to her is the reason the manufacturer declined warranty? We later cleared that up with the manufacturer and assured them and all of you proper owner ship for warranty? The call took much longer than minutes? According to GPS arrived at 4:15pm and departed and 6:17pm? There is much more company involvement than just hours to complete the service also? I'm sure your aware of overhead? My technician did inspect the entire system, did check pressures and did discuss his findings with ***? Even to included mentioning how noisy the outdoor unit was and the fact that the compressor has been running with a dirty coil, dirty blower, and for some time no blower? The blower motor not running was the reason we where called to the home for the service call? He also noted electrical concerns tied to the ac unit inside and out? [redacted] specifically stated the unit is always loud, this is just a rental, and he wasn't interested in any further repairs or information? At that point we concluded the call along with all paperwork and left on good terms? We did not as you state "take the money and run." ? It's important to note the compressor has been running under conditions it is not designed for before our arrival? Low air flow because of dirty blower and indoor coil.When we where called back for a concern/warranty on the previous call we quickly made arrangements and again the same day as requested sent a technician to the home? The second technician noted all the things the 1st technician did with [redacted] along with a few other items? [redacted] was much more involved in further diagnose at this point in hopes to find a solution to the problem? The compressor was noted to be noisy and running outside of conditions? We noted this and [redacted] asked that he have time to consider his options and follow back up with us.The original call was requested and completed on October 10th? We recieved a call on October that the unit had not cooled along with other concerns about the warranty? As previously discussed the warranty was quickly cleared up with the manufacturer after clarifying ownership? After discussions around liability and efforts to assist in getting this resolved we decided the best thing to do was refund you 100% of your money? This was completed on October just days after the call letting us know there was an issue? Receipt of refund made October was emailed to [redacted] at 10:17am on Monday October ? The original motor was delivered to the home that same day before 1pm? It is clear we have two very different views on the entire sequence of events? It also appears that some of your facts may be incorrect? The AC system had failing components upon our original arrival, we noted this both verbally and on paper? These finding where acknowledged both verbally and by signature? We stand by our customer satisfaction guarantee and feel we've done everything correct? There is nothing more we can do for you? ?

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me I accepted the business reply which stated they could have handled my situation differently! Regards, [redacted]

We have made several attempts to reach our customer directly but have failed to do soWe reviewed her concerns and what transpired on the day of service and agree with her that we could've handled her situation differentlyOur response was not up to our standards and would appreciate the opportunity to make things right by her

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

We've reached out to Mrs [redacted] and have resolved this matter directly with herWe deem this matter closed.

We've received our customers concerns, we will make every effort to reach out to them and resolve this matter directly with our client.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I have not heard from Jon Wayne regarding my complaint #***Someone from *** called to let me know that they made a mistake when Jon Wayne called and said my Heater/AC unit was not under warranty.I still have concerns with Jon Wayne and feel the Revdex.com should look into their practice of trying to sell you everything they can while they have your attentionI also am concerned with the fact they said they have a Military Discount, but then did not follow through on this.Thank you,***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

We've reached out to our customer directly and have resolved this dispute in a manner satisfactory to both sidesWe deem this matter resolved and closed.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution of equipment return and full refund is satisfactory
to meHowever, I hope they update their owner's agreement to make their verbiage clear for new customers that their company's guarantees and warranties stipulated on the back are only valid year at a time per purchase of their "rescue plan" which provides only year coverage, separate from the manufacturer's limited yr warranty (must register within days of installationAnd that THOUGH the year warranties marked under "*** *** Warranties", it should be noted that the warranties they mark you are getting are not *** *** Warranties but are the manufacturer's warrantyThe manufacturer of the equipment should also be written and clearly identified on the owner's agreement and install form and that their yr guarantees, yr warranties, described on their purchase form is only applicable with the purchase of their annual "rescue plan" (i.eyear labor/service/parts *** *** warranty), despite the fact that the only guarantee that describes mandatory rescue plan purchase was for their "lifetime no-overtime guarantee" detailed on the owner's agreementAlso despite the fact that I am said owner of the equipment as written on the owner's agreement and as I was the purchaser and equipment was financed by my name only, *** *** would only negotiate with my husband, coordinate scheduling with him, and issue refund in my husband's nameAlso, *** *** had given me a system that was no longer meeting federal requirementsThey replaced by Carrier seer A/C system with a Goodman seer air handler with a seer heat pump to make it meet the requirements even though they knew that the following year my system would have to be upgraded should I had to sell my homeThough they did this during the grace period given by federal law and was therefore technically legal, I find it very bad business to sell customers systems they know are no longer meeting federal guidelinesUpon purchase of my system, I was never told what brand of system or seer level I was gettingIt was never written on any paperwork I signed or given to meAfter they asked me "how can we fix this?" and I said "you can honor the guarantees that is on the document that I signed" to which he told me "no I can't do thatI can give you or year labor plan for free but that's itI then said, I'd like for you to take back my systemAfter a week of a run-around from the company, they finally honored their "year buy back" guarantee and refunded my money and removed their systemI a, glad to be done with themIt was the worst experience and treatment I have EVER experienced. I would not recommend this company to anyone. Regards,
*** ***

We've received Mrs*** concerns, we are looking into the matter and will reach out to her directly once we determine what occurred on our end.

We've made several attempts to reach our customer directly to get this matter resolved and behind usWe feel that the their concerns are justified and carry validity, we just ask for the opportunity to speak to them directlyAs stated on the voicemail messages, please call *** at *** at
your earliest convenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
It was resolved, they gave me back what they had charged me
Regards,
*** ***

We have responded directly to our customer to clarify and or find a resolution

We've reached out directly to Mrs***, acknowledged and resolved their concerns, we deem this matter closed.

We apologize that Ms*** had negative experience with our company, we take any feedback provided by our customers seriously and is addressed with all of the involved accordinglyThe original complaint submission occurred on 1/5/On that date, all of the facts were gathered and an attempt to resolve this matter directly with our customer was madeWe reached out to Ms***, we listened to her concerns and requests in order to put this matter behind usAs stated on the original complaint submission, there was a manufacturer’s warranty discrepancy, in which the manufacturers provided us with incorrect information, which we relayed to our customerThere is no question a mistake was made, we had the Regional Director for *** manufacturing reach out to our client to advise as to what transpired on their endWe apologized for the mistake, we had the Regional Director from *** call the customer and we agreed to refund the $service call (check was cashed on 1/31/18)She agreed to all of this and found this resolution satisfactory as stated by her resolution acceptance through the Revdex.com site, on the same day, 1/5/Ms*** continues to question our business practices based on this incident but we stand behind our initial diagnosis and findings, which were correctLastly, with regards to the military discount, we do offer a 10% discount on any repairs, it does not apply to the service call if no work is performed

We received the concern, it is under reviewWe will make every effort to resolve this matter with our customer.

***, Yes running a service business requires great dedication especially when the goal is to do the best we can on every call? In reply to your observations, *** has been in the field since working his way from a helper installer all the way through the ranks in residential AC and
heating? *** has also served in the field and has served as a great asset to Jon Wayne for many years? We all take pride in being a nationally and locally recognized company for morals, ethics, and a place to work? This takes dedication from all employees, managers, and owner ship? To be clear, you are the brother that lives in another city or state and have been involved through phone conversations? Not on sight? Your sister lives in the house and rents it from the other broth ***? She called in the service and *** met us at the home? Because the sister called in the service call and the address is associated to her is the reason the manufacturer declined warranty? We later cleared that up with the manufacturer and assured them and all of you proper owner ship for warranty? The call took much longer than minutes? According to GPS arrived at 4:15pm and departed and 6:17pm? There is much more company involvement than just hours to complete the service also? I'm sure your aware of overhead? My technician did inspect the entire system, did check pressures and did discuss his findings with ***? Even to included mentioning how noisy the outdoor unit was and the fact that the compressor has been running with a dirty coil, dirty blower, and for some time no blower? The blower motor not running was the reason we where called to the home for the service call? He also noted electrical concerns tied to the ac unit inside and out? *** specifically stated the unit is always loud, this is just a rental, and he wasn't interested in any further repairs or information? At that point we concluded the call along with all paperwork and left on good terms? We did not as you state "take the money and run." ? It's important to note the compressor has been running under conditions it is not designed for before our arrival? Low air flow because of dirty blower and indoor coil.When we where called back for a concern/warranty on the previous call we quickly made arrangements and again the same day as requested sent a technician to the home? The second technician noted all the things the 1st technician did with *** along with a few other items? *** was much more involved in further diagnose at this point in hopes to find a solution to the problem? The compressor was noted to be noisy and running outside of conditions? We noted this and *** asked that he have time to consider his options and follow back up with us.The original call was requested and completed on October 10th? We recieved a call on October that the unit had not cooled along with other concerns about the warranty? As previously discussed the warranty was quickly cleared up with the manufacturer after clarifying ownership? After discussions around liability and efforts to assist in getting this resolved we decided the best thing to do was refund you 100% of your money? This was completed on October just days after the call letting us know there was an issue? Receipt of refund made October was emailed to *** at 10:17am on Monday October ? The original motor was delivered to the home that same day before 1pm? It is clear we have two very different views on the entire sequence of events? It also appears that some of your facts may be incorrect? The AC system had failing components upon our original arrival, we noted this both verbally and on paper? These finding where acknowledged both verbally and by signature? We stand by our customer satisfaction guarantee and feel we've done everything correct? There is nothing more we can do for you? ?