Air, Inc.

We will make any repair that is needed for the fireplace inserts.A refund for the units is not an optionThese units are installed as a fixture in the fireplaceI will replace them with another insert, if necessary.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
Sincerely,
*** ***

You hired an attorney and I spoke to him When you hire a lawyer I can only talk to the customer I explained in detail to him what I would doIf you want to go further and have this taken care of then please have him call me or let me know that you do not have an attorney involved anymore

We will refund the customer $500 to resolve this complaint.Thank you,Wayne Krasnow

Air, Inc. will always provide service for people with broken heating systems first and foremost. If you are scheduled for a cleaning and a No-Heat situation comes up for someone in need, it is unfortunate that we will need to reschedule a cleaning. We will also call you to inform you of the situation.

I had Air Inc. come out and look at my A/C unit that was not working, they gave a window from 12-4pm. 4pm rolled around and no one shows up. I called and they said "oh I didn't even realize it was 4 already, the technician will be about an hour to an hour and half late." Didn't even get a phone call telling me this when they clearly already knew! On top of that they charged me $170, just for the guy to say yeah you need this part, we will check if its under warranty, but its Friday afternoon so you have to wait until Monday. Monday comes and no phone call until 6:30pm, the technician telling me its not under warranty (which it is; unit is under a year old) and wanted to charge me another $550 for parts and labor. Told him I'll get back to him on it, an hour later the technician calls and says, "are you a first time customer?" ( I am) "I can do this job cheaper between me and you". REALLY?? so unprofessional! I did not do any more business with this company.

We will refund the customer $500 to resolve this complaint.
Thank you,
Wayne Krasnow

We quote the full price and details of the work to the customer before commencing the work. The work is done after the customers approval. Our pricing includes the expenses of the company (payroll, insurance, truck expences...etc.) and materials at retail pricing plus a 20% profit. We treated...

this particular job as an emergency call due to the damage that would have occurred if we scheduled it at a later date.What is the amount requested to resolve this issue?

Complaint: [redacted]
I am rejecting this response because fair disclosure in the form of an estimated invoice protects everyone and this situation could certainly have been avoided. We are requesting reimbursement of $500.00 to resolve this dispute.
Sincerely,
[redacted]

Be From: [redacted] Sent: Tuesday, November 14, 2017 9:55 AM To: [redacted] Subject: Complaint no.[redacted]   Dear [redacted]   Please be advised that the above referenced compliant against Air Inc (Complaint no.[redacted]) has been...

successfully and amicably resolved. Kindly indicate same in the Revdex.com website  Sincerely,   [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response...

because:
Sincerely,
[redacted]i noticed they never said when they will make good for the changes I gave them 10 months the make corrections and they failed to do so they do not return my calls I will wait next 3 days if I don't hear from them my complaint iwill be on every tv channel in this state thanks

We quote the full price and details of the work to the customer before commencing the work. The work is done after the customers approval. Our pricing includes the expenses of the company (payroll, insurance, truck expences...etc.) and materials at retail pricing plus a 20% profit. We...

treated this particular job as an emergency call due to the damage that would have occurred if we scheduled it at a later date.
What is the amount requested to resolve this issue?

Review: At issue is the cost paid for services rendered; the following statement chronicles the matter at hand.

May 21, 2015

I discovered our water heater had failed overnight. The tank was leaking and we had no option but to turn off the water. I contacted AIR, Inc. when the office opened and a service tech arrived by early afternoon. After attempting to repair the problem, the tech determined the tank was defective citing the leak originated from a weld.

3:00 pm

I contacted manufacturer [redacted] and spoke with [redacted] who confirmed the tank was in fact under warranty. She stated AIR, Inc. could use their distributor to obtain the tank and [redacted] would then reimburse AIR for the expense.

4:08 pm

I received a call from [redacted] at AIR, Inc. stating [redacted] would be providing a quote for the work to be done. She noted if the tank was not replaced on Friday, it would be replaced on Saturday.

May 22 - 9:37 am

[redacted] called to inform me that he was working with the distributer to secure the tank. I provided the contact information for [redacted] in order for him to confirm the tank was still under warranty.

10:20 am

Mr. [redacted] quoted a price of $1736.00. He stated the price included labor and incidentals and that he was working on assigning the job. I questioned how the cost was determined as the tank was under warranty and asked if I would be receiving an itemized estimate. Mr. [redacted] stated the cost was predetermined for the job and was a set rate for the work to be done.

11:44 am

I contacted Kelly at AIR, Inc. to ask if the diagnostic fee charged the previous day would be applied to any work performed and she stated it was. I then questioned how the cost was determined. Kelly noted Mark ([redacted]) would know best what the breakdown would be.

12:30 pm

I contacted Mr. [redacted] at AIR, Inc. to again request an itemized bill for the work to be performed so we could better understand what we were paying for. He reiterated the price was set by the company specifically for this type of job. I questioned whether the job was so costly because two technicians were being dispatched. Mr. [redacted] stated yes, the cost included two technicians and any miscellaneous equipment.

May 25 - 6:30 pm

I emailed Kelly @ AIR, Inc. to state that we were pleased with the service, but had concerns about the invoice received for the work performed. I stated we expected that an itemized invoice would be provided upon completion of the work, but only the final cost was available. I noted that we had requested an itemized bill on at least two occasions, but had not received one.

May 31

I submitted a certified letter to the CEO of AIR, Inc. to inform him that we had questions concerning our service invoice, but had not yet received a response to our email message. I explained what had transpired, noting we were struggling to understand how our bill was calculated and would feel much more comfortable with an itemized invoice to better understand how the final cost was determined. I further noted that by all accounts, we overpaid for the work performed.

June 8 - 9:39 am

I received a call from Kelly at AIR, Inc. regarding the certified letter. She noted she had not received the email message that I sent. Kelly then explained that three technicians (one to transport the tank) were used for the job. She stated the estimated costs as:

Materials 100.00 – 150.00

Travel 100.00 – 150.00

Labor 1436.00

Kelly confirmed there was no charge for the tank as it was under warranty.

If the information provided by Kelly had been available prior to the installation, we would have elected to have the work performed by another company. We would never have paid 1436.00 for two hours work nor would travel expenses have been provided. I chose AIR, Inc. because the company had previously installed by furnace when converting from oil to gas. The cost was fair and the service was exceptional. The service was not an issue in this instance either, but we believe we overpaid for the services provided.Desired Settlement: To be reimbursed a reasonable portion of the cost by agreement.

Business

Response:

We quote the full price and details of the work to the customer before commencing the work. The work is done after the customers approval. Our pricing includes the expenses of the company (payroll, insurance, truck expences...etc.) and materials at retail pricing plus a 20% profit. We treated this particular job as an emergency call due to the damage that would have occurred if we scheduled it at a later date.