Orangutan Home Services

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
What is the status because Orangutan Home Services is suppose to give money back been a month now.

 

Regards,

After reading the response from the business, it seems they only addressed the facts that I listed in my complaint.  Again, I do not feel that the air conditioning system they installed should have broken down in such a short period of time, I feel like it was faulty or that it was installed improperly to cause it to break down.  I also feel that I should be refunded the money that I have paid them for the repairs.  When a person pays $5000.00 for an air conditioning system, they do not expect to incur repair costs for about 5 years.

I left a message for Mrs. [redacted] today 7/5/16 to explain the invoice shows the extended warranty was given at "No charge".  I am mailing a copy of the invoice and the [redacted] warranty that we registered for her father in 2009. Also, Orangutan Home Services has honored every Sure Climate Warranty since changing names from American Home Maintenance. Unfortunately, we still have to follow the rules of Sure Climate Warranty and prove sure the units have regular maintenance or they will deny the warranty.  Sure Climate and all Manufacture warranties have this same stipulation because the number one reason A/C units fail is dirt.  It is no different then buying a new car, driving 50,000 miles and never changing the oil.  When the servicing dealer sees the dirty oil they will probably deny a warranty repair if the engine breaks down.  Again, the offer to discount the repair is still available, but as a company we cannot cover the full cost of the repair because the homeowner did not do the proper maintenance.

We had tried calling the Smith again with no returned message.  We re-checked recording and verified service dates and the fact remains there was 15 months without system maintenance.  The other company claims they "repaired" the existing coil.  The coil is a [redacted] All-Aluminum SpineFin Coil on a packaged system.  Our estimate was to replace the entire coil which is an extremely difficult job due to the size, delicacy, and location of the coil.  The other company did not explain how they "repaired" the existing aluminum coil.  We will agree to returning the $79 diagnostic fee in good faith and again offer to refund the prorated amount for the extended warranty.  As far as the leak repair, we would like to reinspect the system to see what was repaired and how it was done.  We would be willing to join the other company out to the home.

I was very pleased with Dave B[redacted] of this company. We thought we had a water heater leak. He arranged to come out the same day. After looking at the situation he determined it wasn't the water heater, but the AC condenser. We were happy that he could repair/replace this and helped us with other problems we had been having. It was nice having a pleasant and experienced worker to handle an unexpected problem.

I have paperwork from [redacted]e where my father, [redacted], paid for the Sure Climate Extended Warranty Agreement in advance. It was not provided as "free" as Orangutan previously stated to the Revdex.com. I am hereby requesting that Orangutan provide my father and myself with a detailed copy of the purchase agreement stating the full amount he paid.
Additionally, there is a ten year Extended Warranty on the outside [redacted] A/C model number [redacted]/serial number [redacted] and a ten year Extended Warranty on the inside/air handler model number [redacted]serial number [redacted] As stated in the warranty each unit has the equipment covered for 10 years: COMP., PARTS, LABOR.  Coverage ends on 7/16/2019.Furthermore, the service call on 06/28/2016 was to be no charge due the warranty agreement. I had to argue with the service technician Sean and speak to his supervisor via telephone to clear this matter up. Jeff did offer to have the air handler unit replaced but only if it was still covered under the [redacted] Manufacture warranty. That is void but the Sure Climate Extended Warranty is written for ten years. Therefore, the Trane Warranty should be overwritten due to the extended ten year warranty by Sure Climate.Finally, on the back of the Sure Climate Extended Warranty it clearly states where policy holder is entitled to a prorated refund of the warranty agreement. This is stated in Section F: Policy Holder's Options, #2.It should also be noted that the repair technician, Sean, informed me that "most of the Sure Climate warranties were thrown out when Orangutan took over [redacted]e. We do not honor them. The people are just out their money." He is the one that informed me that my father paid $1,300.00 for the extended warranty.
 
 On a final note, I informed your staff multiple times that I have Power Of Attorney for my father.

If you or anyone you know is doing business with Orangutan Heating and Cooling Don't do it!!! And if you have elderly friends using them, get involved. They are taking advantage of the elderly especially. They tried to charge my mom $1000 for a coil they said was bad, that was only 18 months old. I got a second opinion. Orangutan had broken the core valve so that all the Freon leaked out, left all three service valves off ( and missing, no where to be found). Again, no Freon. Funny thing is, they were just there 2-3 months ago for their maintenance check and all was well!?!? And when they came out and investigated this last week, they didn't even check the freon or say anything about the valve covers.

Their required maintenance agreement for 3 years cost her $600. They convinced her that she had to have that in order or validate the 10 year warranty she had also purchased. This warranty we found out was null and void, since the coil that was replaced in June of 2014 and that exceeded her $2500 limit in warranty items. WHAT!?!? In talking to other people, she isn't the only one having issues with this company.

We will refund the customer the $519.12 and apologize for our mistake.  Please allow 10 - 14 days to receive refund.

Through the [redacted], Orangutan home services was contracted to replace my homes hvac system. An appt was set up for a salesperson to come to my home for an estimate. The salesperson never showed or called. I called home depot to let them know. I received a call the next morning from Orangutan apologizing and was assured they would come that day between noon and 3pm. Didn't show till almost 3:30 with no apology. I again called home depot and they assured me they would take care of things through the rest of the process. After all was looked over and an estimate given, I agreed to the price and was told by a rep that called that they would take 10% off price as a way to say sorry. They did not want to honor that until I provided them with a phone number and time that the rep called. They listened to the recording of the call and heard him tell me and then told me they would honor it. I was told that Thursday, Jan 16, they would be at my home at 9 am to start the job. Wed afternoon around 2:50 pm a tech from the company called and told me he needed to take measurements and could he do it between 4 and 4:30. I told him I wasn't home but would be there by 4:30. I got home at 4:19 and called him to tell him I'm home. He told me he'd be there in 20 min. I waited over an hour for him to show. He was at my home till around 6:30. I had to be somewhere somewhere at 6:50 and pretty much followed him out the door. I came home to find he never closed my attic door and one my cats was missing. After searching for my cat for hours, I heard meowing coming from my walls over the den. We had to cut a hole in the wall to retrieve the cat. I still have the hole in my wall. At 9:05 am Thurs morning, I got a call saying they'd be coming at 1 pm. I called home depot. At 2:50 pm one man was DROPPED off at my home with a crow bar to start removing the old system. The install tech arrived at 5 pm to START what was a 9 hour install job. The job was finished on Friday after home depot sent a representative to sit in my home and watch them work. Orangutan has made no effort to even apologize for their extreemly poor performance and total lack of caring they showed throughout the whole job. I have never dealt with such an unprofessional and uncaring company and I've had many contractors work on my homes in my 25 years of home ownership. Unbelievable company.

On 7/15/09 American Home Maintenance( Now Orangutan Home Services) Sold and installed a new A/C unit for Henry [redacted].  At this time Mr. [redacted] signed the paperwork and to our knowledge there was no power of attorney.  On 3/24/10 we performed routine maintenance on Mr. [redacted]'s a/c...

unit.  That was the last time we have heard from him.  We did not perform any other maintenance or even serviced the unit from 3/24/2010 to 6/28/2016.  We did include a 10 Year Sure Climate Warranty with the unit at no charge.  Because we gave the warranty for free (as stated on the contract)there is no prorated amount to cancel.  The Sure Climate Warranty has stipulations to keep the warranty enforced. Section E number 3 and 5 of the Terms and conditions of the Sure Climate Warranty states policy holder must maintain and service to validate equipment's upkeep and must conduct annual maintenance.  Also in section G it states any service performed by a Dealer not approved y Sure Climate shall void coverage on the repair.  Because of the six years that we had not serviced this system we would have no way of knowing there was a change in the power of attorney.  We did not take advantage of Mr. [redacted].  We installed the unit properly and it worked for 7 years in spite of having no regular maintenance or services. I did inform Mrs. [redacted] that the part is still covered under manufacture warranty and did offer to discount the repairs if she chose to go forward.  I even waived the diagnosing fee and trip charges on the day of the call.

Before receiving word of this complaint we had already been in contact with the customer. We informed him of the procedure the manufacturer ([redacted]) requires us to follow but customer was denying us the opportunity to do what was require.  We called [redacted] on his behalf and gave him their 800...

number to start (request) and field service inspection. We had offered his and he denied it.  His system had an electronic leak search with no leaks found.  His leak can be within the walls or extremely slow leak.  After the customer called [redacted], they verified what we said needed to be done needs to be done and the customer finally accepted and we are scheduled to do a [redacted] Field Service Report and possible leak inspection on 9/30/2014. Customer did have serval service issues which in all cases we arrived promptly and fixed the unit free of charge.  Only charges customer had after installations four years ago was for maintenance checks.  Hopefully customer understands we have to follow the manufactures service policies and procedures.  If the leak is found inside his walls it is a prexisting issue and and a new system would not even help his situation.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

ALL of the information in the response is false as it pertains to my case.  Either they are completely fabricating information or they have my matter confused with another.  Below is a point by point contradiction to their claims:

#1 First and foremost I do not have a [redacted] unit.  I have a [redacted].

#2 I NEVER denied Orangutan anything.  I provided them access to my unit to the extent I had to cancel personal appointments that resulted in personal expense for services I did not receive to make certain Orangutan could have access to the unit to fix it properly.

#3 I was NEVER informed of any specific procedure that needed to be completed and was NEVER provided an 800 number to start a field service inspection.

#4 There was NEVER an electronic search done for a leak.

#5 A leak was found by their employee and documented by their service technicians on 09/10/14, 09/11/14 and 09/13/14 .

#6 I have NEVER contacted a manufacturer, let alone [redacted], for any reason.  Especially since I don't think [redacted] would help since I have a [redacted].  Also the issue was not with the unit itself.  I was an installation issue.

#7 There is no leak inspection scheduled for 09/30/14.  This would not be necessary since Orangutan came out on 09/19/14 and replaced the condensation pump which resolved all matters with the leak that Orangutan identified on 09/10/14.

#8 The unit was not installed four years ago.  It was installed on May 13, 2013.

#9 There is absolutely no other explanation for the water damage to my wall other than the condensation pump that was defectively installed by Oragutan as there is absolutely no other water source on the wall that is damaged and the damage was limited to a small area near the condensation pump.

Orangutan is misrepresenting the facts of the case. 

#5

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

We are no further along at this time, July 31st, then we were when this complaint was filed.  I can see by the business response that they are waiting for the [redacted] unit to arrive, however, we still are waiting for the first unit to be completed (relay panel and thermostat installed).  We did have a visit from a tech. on 7-23 but he still did not have the relay panel thus was unable to install thermostat to complete the install of the first unit.  We have not heard anything since this visit. 

Regards,

Orangutan went out to this customers home to fix an electrical issue in November. The technicion did return on 12/2/13 to install a new disconnect box. We have our service techs set for the day so he would not have time to do the maintenance check for this customer. We keep service and maintenance...

separate but we will allow a service tech to perform a maintenance check if they do not have a full schedule. Orangutan would like to get a copy of the reciept from the customer and if the work was done by a licensed contractor and fits the scope we will reimburse the customer. Please fax the receipt to [redacted] or email to [redacted].

To Whom it may concern,           In regards to complaint #[redacted], I have attempted to contact [redacted] the last 2 days on May 28th, 2015 I called the customer and somebody picked up the phone but did not say anything. I also called on...

May 29th, 2015 and the call was sent to voice mail. If you have any questions please contact me at the information below.Thank You,[redacted]Director of Service and InstallOrangutan [redacted] Service's

The manufacturer did reimburse us for the part that is what the warranty is for.  The cost of labor, Freon, administration, fuel, insurance, and all other relative cost are built into our pricing not to mention profit.
The fact that we did not itemize the invoice does not discount the cost to replace the part.  Mr. [redacted] has every right to shop the cost of a repair before the work is done.  His warranty can be honored by any
authorized Rheem dealer.  I will offer a $300 customer good will credit from the repairs made but this is a one time offer and after today there will be no offers made.

I spoke to Mr. [redacted], explained Trane did not have the parts in stock, it was out of our control to get them from Trane.  I explained they have a labor warranty until 6/24/16 and they have a parts and compressor warranty from Tran until 6/24/25, so there was no charge for the repairs...

today.  We are installing the part 6/22/16.

Tell us why here...To whom it may cocern,                                    M...⇄ Name is [redacted], I am...

the Director of Install and Service Here at Orangutan Home Services I have spoken with Mr [redacted] and reviewed his account and came up with a solution for him. With the past repairs that he has had done I have decided to take care of his bad compressor for him at no cost to him, once the repair is done I will get the manufacture and have their field Tech out to the customers home to check over the unit but until that point we are doing everything to take care of the customer at no cost to him. The compressor is being installed 01/23/2015 12pm - 5pm.Thank You[redacted]Director /Install & Service

I never used this company and have no reason to as I live in an apartment. But whomever had my cell number prior to me must have used this company. they practically harrass my phn. Calling it daily, sometimes more than once. I have even told them that they have the wrong number and yet they CONTINUE to harrass my phone. If this is the type of business they practice I head people to go with someone else who will not harrass their customers once a customer has provided them their personal information. Especially if that info has changed! Common sense, if someone wants your service, they will contact you. But to harrass people daily, that is horrible business practice and I will insure everyone knows of this! If I ever get a house and need this type of service in the future, I surely will NOT be using them!

On the date of the service call [redacted] talked to our Tech [redacted] and reduced the price from $909 to $450.  [redacted] spoke to the customer today 11/26/14 and explained again the cost would only be $450. The customer agreed and it is scheduled for repair on 11/28/14.