Astro Air Design, Inc.

I am rejecting this response because: I was told by the sales men that the ice machine was working properly when I made the purchase and that if it didn't I could return itAlong with that, their return policy also states that they will gladly accept the returnI do not trust their inspection process and feel that they are at no loss to just honor their return policyI will proceed with legal action

I, Cheryl E***, co owner of A-Z APPLIANCE HEATING & COOLING only had a small part in this issue David S*** sold the item to the customer We stand behind the products we sell and when the customer brought the ice maker back, he was told that we would fix the problem or refund
the money or exchange the productThat is our Policy Our purchases are final, but we do everything we can to make the product be what it should be if there is ever a problem Our tech checked the ice maker and found a slight problem in the balance of the auger He adjusted it and it started making ice and cut off as it should Sometimes in shipping things can slip or move or just come from the factory We have no control over that The problem is fixed and he can come by and pick it up at any time We also told him that if any thing should arise, which I doubt will, we would pick it up ourselves and or exchange Manufacture warranty will cover any other problemsWe did this to help him out and not have to wait for someone else to come We have been around a long time and have a clean record with Revdex.com We have been fair with him and all of our customers and will continue to do soHe has my word that if there is another issue with the same problem, we will take of him

Initial Business Response /* (1000, 6, 2015/12/14) */
Customer came in looking for a washer on October 19, We have a Large stock of washers and they were here a pretty long time lookingThe wife was uncertain about what kind of washer she wantedShe was used to one with AgitatorShe
wanted a large tubShe looked at ones with agitator and ones without
I explained to them to best of my ability the difference between the twoTub sizes, how much water it dispenses etcOne with agitator fills up to the size you chooseThe ones with no agitator has a sensor and only puts enough water to wash the clothesShe and her husband new that from the beginningShe was very reluctant to purchase the one with no agitatorHer husband was the one that pushed her towards the larger tub with no agitatorShe called me and I spoke with her in lenghth and she told me I talked her into itI told her before she made up her mind that if she was not sold on the ** washer without the agitator that she should go with the one with itHer husband came over and stood at the ** machine she bought and saidI want this one, I think it is the best choicesI could tell she still was not sold on itI did not lie to them in any wayI told them I had never used one of the top loaders with no agitatorWhen she called she said it was leaving fabric softener on her clothesI can not tell how someone uses their machines, but that I would send ** out to check itShe wanted to talk to her husband, but she would call backLisa, my customer service girl, called to schedule the service appointment with **He said did not want us to do it, that he would do it himselfLisa gave him the numberHe didn't have to do anything himselfWe were following protocol as to how we do warranty or service work to determine if There is something wrong with the machineshe just does ot like itWe are not ***People just can't bring things back because you don't like itWe did what we could to help them** said the machine is performing as supposed to
They wanted to get financing and we were having connection issuesIt did take longer than usual and it was near and the comany was closingHe told me that they had nothing better than to wait
I am sorry it took that long when normally only takes 15-minutes to get an answer depending on the credit issues if anyThe left and I got the answer the next morningThey came back signed and took the machine
Initial Consumer Rebuttal /* (3000, 8, 2015/12/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
we were not told that we could not bring back washer we were mislead we did want a big tub for comforters was told this machine would handle it but it dose not so I guess I just have to eat dollars washer wont handle small loads ge man called it hippie washer she loves to move merchandise that is why nobody shops there so my recomandition to friends I have sent there don't go back why did she not call back after her employees told her to call me because she has my money and does not care about customers sears and lowes have same washers cheaper this is supposed tobe a discount store theirs is also new in box not scratched like the one I got pleasure doing business with someone who does not care she did not ever callme to discuss anything I will never shop there again unless they make it right she is still wrong she told us washer would handle big loads saying she knows nothing about new washers why sell them if you don't know your product just say I don't know thanks I was a sucker

Thank you for posting your experience. Collins has been in the valley for years and pride ourselves on our technical expertise and customer service. In reviewing the work we did at this location, I have some observations that should be shared. The first time we
were out on June for seller inspection by the previous homeowner, and resolved the three issues noted: condensation line needs to be blown out, plenum has loose sealant tape, air handler missing plug on south unit. Tech notes state condensate lines on both units cleared, sealed plenum tape where it was loose, no plug needed as condensate holes are there to drain water if primary drain was to ever back up. Tech certified the work that he was requested to perform, nothing else. The expense for this call was paid by the previous homeowner.We came out again on June for a “no cool” call (which was the first, and only mechanical failure), found a bad run cap on the upstairs unit and replaced it. We were called out again on June for “no cool” However, once we arrived, we were told it was a condensation line leak instead. Our tech found sludge in the line (which is not uncommon), and cleared the drain to the downstairs unit. This was days after the first call. Since we warranty this work for days, so there was no charge to you. After calling your home warranty company for a leak again, based on tech inspection and work order notes, it was apparent to us and to your home warranty company that this was a condensate pan issue, which wasn’t covered by your insurance, and they denied your claim. We offered to do as a billable job. We did send another tech out on July to dig a little deeper, and he found that the issue was an improperly installed unit, by another company, for the previous homeowner, prior to having the home warranty. He was only able to determine this by exposing the unit which was “hidden” by massive amounts of tape by the previous company. You actually verify this in your complaint.In essence, we performed the job we were contracted by your home warranty company to do, properly diagnosed the original issue, and offered to fix it at a fair price. You, as the warranty customer, never paid out of pocket for any of these calls

We spoke with the homeowner and agreed to his terms.  We have paid for the water remediation invoice and have scheduled a restoration company to repair the drywall at our expense.  Homeowner is happy with arrangement.

Tech from Collins did come out to the property on July 20th.  Per tech notes found drain line clogged; was able to unclog; it found secondary drain pan rusted with holes in it leaking through.  I was able to tip drain pan down to get rid of water.  Will need to check if drain is...

covered by One Guard (home warranty company) before moving forward. This was a non-covered issue with the home warranty company, so we gave them a fair estimate to replace the pan COD.  They complained that is was more than they could afford, so we worked with them to bring the price down even lower.  They agreed to the work and it was scheduled for Tuesday, July 26th. When this customer called the office on Monday to ask for “emergency service” sooner since her walls were wet, we did not have any techs available.  They were all on calls where customers had only one unit that was not working.  In these temperatures, we consider these true emergencies. I called the tech who serviced this call to get his insight.  He wasn’t surprised that she still had the leak inside her wall.  He told her that the unit needed to stay off because the humidity was making the condensation even worse.  They said that was unacceptable, even though the homeowner would not be home, because they had a cat. On a side note, our tech found NOTHING wrong with the air conditioning unit besides the plugged condensate line and the rusted out pan.  I would hate to see this customer pay $15,000 to another company for work that’s not needed.

[A default letter is provided here which indicates your acceptance of the...

business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Thank you for posting your experience.  Collins has been in the valley for 30 years and pride ourselves on our technical expertise and customer service.  In reviewing the work we did at this location, I have some observations that should be shared.  The first time we were out on June 5 for seller inspection by the previous homeowner, and resolved the three issues noted: condensation line needs to be blown out, plenum has loose sealant tape, air handler missing plug on south unit.  Tech notes state condensate lines on both units cleared, sealed plenum tape where it was loose, no plug needed as condensate holes are there to drain water if primary drain was to ever back up.  Tech certified the work that he was requested to perform, nothing else.  The expense for this call was paid by the previous homeowner.We came out again on June 26 for a “no cool” call (which was the first, and only mechanical failure), found a bad run cap on the upstairs unit and replaced it.  We were called out again on June 30 for “no cool”.  However, once we arrived, we were told it was a condensation line leak instead.  Our tech found sludge in the line (which is not uncommon), and cleared the drain to the downstairs unit.  This was 25 days after the first call.  Since we warranty this work for 30 days, so there was no charge to you.  After calling your home warranty company for a leak again, based on tech inspection and work order notes, it was apparent to us and to your home warranty company that this was a condensate pan issue, which wasn’t covered by your insurance, and they denied your claim.  We offered to do as a billable job.  We did send another tech out on July 17 to dig a little deeper, and he found that the issue was an improperly installed unit, by another company, for the previous homeowner, prior to having the home warranty.  He was only able to determine this by exposing the unit which was “hidden” by massive amounts of tape by the previous company.  You actually verify this in your complaint.In essence, we performed the job we were contracted by your home warranty company to do, properly diagnosed the original issue, and offered to fix it at a fair price.  You, as the warranty customer, never paid out of pocket for any of these calls.