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.

 The facts stated by Orangutan are not completely accurate.  The supply line did not detach or become loose.  There were three visits by their technicians to resolve this issue.  The root cause was a gap left open in the plenum when the unit was installed which allowed cold air to escape into the attic space.  Below is the dates, times and technicians that came to address the issue.

    Date          Time            Technician

    5-24-14     ~8:30 AM     [redacted]

    5-24-14     ~5:30 PM     [redacted]

    5-26-14     ~8:30 AM    [redacted]

Attached is a picture of the gap that was left after the original installation and was not found until the third technician discovered it.  I sat in the attic with the technician to watch and to inform him that the attic should not be cold and refused to allow him to leave until the root cause was found.

Additionally, based on my research a residential crane is between $300 - $500.  Orangutan should reimburse me what I was charged for the crane not what it costs them.

The 10% reimbursement is for my inconvenience as the three trips to repair the gross incompetence of the install crew occurred over the Memorial Day weekend.  Additionally most individuals do not inspect contractor's work and had I not went into the attic I would have never known about this issue until I received higher than normal eclectic bills.

10% is not an unreasonable amount for the total lack of quality by the install crew and two additional technicians who did not take the time to troubleshoot the issue properly.

$672.00 + the cost charged for the crane is a fair amount.  Assuming I was charge the residential rate of $300.00 then the total amount would be $972.00.  I will accept $800.00.

Regards,

We spoke to Mrs. [redacted] about the miss-wired blower motor and the slow communication over the weekend.  The blower installed in the past was confirmed by the warranty company to be miss-wired so we were happy we found the mistake on the routine check-up.  When our tech rewired the...

blower he stated the motor was only blowing 40% max CFM and thereafter told customer the system was not safe to run that way.  Our tech rewired it the way he found it and the customer had the original warranty company out to repair.  The customer stated the system is now working fine but it is uncertain what was done to make the motor work at the proper CFM.  Orangutan has offered to reimburse Mrs. [redacted] for her warranty company’s $100.00 deductable.  Mrs. [redacted] was pleased with this resolution.

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,

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.Since we had a contract with American Home Maintenance (Orangataung) they should have notified us of this so called change of service area. When we called for our regularly scheduled preventive maintenance we were informed of this. We will be watching the surrounding area to see if any orangataung service trucks are ever in the neighborhood. 
We had a reputable air conditioning company out today and the fixed the problem that was never fixed  last year by American Home maintenance. Yes, I want a refund BACK TO THE DATE they claim they changed their service area. My name is [redacted] not [redacted] as they implied!

Regards,

We had left a message with the Smith’s daughter to call to discuss but have yet to hear back from them.  They have an extended warranty that is refundable on a prorated basis.  We had called to schedule routine maintenance several times in 2013 and 2014 but the maintenance appointments...

were cancelled by the customer. We have recordings of the conversations.  There was no record of the customer calling on the 7th. They first called on a Sunday afternoon about symptoms of a frozen coil and they were informed how to thaw out the coil and had the service called scheduled for Monday.  The recording stated the home was still 75 degrees inside.  The fee for the trip charge was $55 and the Diagnostic fee $99 was agreed to.  Monday morning they cancelled the service call with Orangutan. Customer stated another company serviced the unit giving them a temporary refill of refrigerant.  With no maintenance performed and the system serviced by another company, both scenarios state the extended warranty would be voided.  The technician’s charge was for a complete change-out of the outdoor condenser coil with all the work required to do so to proper specifications.  We would like to see the invoice of the initial service call and the actual repair invoice so we can look into this a bit further. If customer wants to cancel the extended warranty we can issue a prorated refund.  We will wait until customer returns our call or responds through the Revdex.com.

Spoke with Mrs. [redacted] and came to agreement to cancelled their extended warranty for the prorated remaining amount. $1260 retail with 42% of time remaining = $529.20 plus the $79 Diagnostic fee.  Total refund accepted by both parties $608.20, and all Orangutan liability and extended warranties with system are expired.

We will refund the customer the $150.  I will contact the customer to let him know.

We are sorry about the time it is taking to complete your install. We talked to our install manager and the first unit is all but done except a conversion kit needed for the thermostat. The other unit is set to be installed on July 28th. The customer should have been notified that we are having...

difficulty getting [redacted] parts and units. [redacted] our install manager will be making sure that everything is completed for your install as quickly as we can get the parts and access to your home to complete the install as promised per your contract.

Better...

Business Bureau: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]

Scott our Service Manager explained the charges to Mrs. [redacted] yesterday the charges for the services we performed.  The 50/5 run capacitor was covered under warranty so there was no charge for that part.  We added a hard start relay for the compressor that was  $366.00 and We...

added A/C Renew, a lubricant that aids the operation of the TXV and helps prevent them from failing.  The hard start assist and A/C Renew are parts not covered under any waaraty.

This unit was installed for the customer on 5/17. The customer noticed that the supple line had become detached from the system and we came out to reattach the line after the customer informed us of the problem. The line was put back together the first time we came out but he did not have all...

the necessary equipment to make sure that it would not happen again so we made another appointment to come back and make sure that the line was still attached and applied the necessary product to make sure that it would not come apart again. When we sell any package unit a crane lift is added to the cost of the job. This job the crane was not needed so we will refund the customer back the $100 he was charged in the contract. There are many things that can go wrong in a retrofit install of this kind and when there are problems we do our best to correct them in a timely manner. We do not believe that 10% off the contract price is really fair in this case but we do think that there should be some compensation. We will refund the customer the $100 for the crane that was not used and also agree to pay this customers electric bill for the month of May which is when the supply was detached from the unit. We will contact the customer to get a copy of the bill and settle this dispute.

In response to Orangutan, I did not and am not disputing the $1200 charge.
I am disputing that I was mislead by not being told that the cost was for labor only.  This was not indicated on the invoice which I will be happy to submit. There is no indication anywhere that the charge was for labor only.
If I had known the charge was for labor only, I would have contacted other contractors to obtain estimates to see if I good have gotten a better price for installation.
Orangutan admitted that the invoice did not show labor cost, which was an error on their part, and stated they would admonish their employee for omitting this on the invoice.
I ascertained from Rheem A/C distributor that Orangutan was being reimbursed for this part, which they neglected to tell me. When we asked to know the cost of the part, they told us they did not know.  This is quite unlikely since they are being reimbursed for the part and should be able be tell us the cost.
I welcome Orangutan to submit any all recorded conversations that have transpired.

Poor service, sloppy work, bad experience

June 19th 2014

Re: Complaint[redacted]

Dear [redacted],

Mr. [redacted] has complained to Orangutan and Orangutan has offered to pay full refund for his crane fee (was not needed) and pay for his ENTIRE electric bill for the month of May 2014.  We feel this is more than adequate to cover the cost of his 2” duct leak for 5 days. He unfortunately did not except our offer and proceeded to call Home Depot Escalations Department who agreed our offer was more than reasonable.  Mr. [redacted] is demanding a 10% refund ($640). 

Not pleased with having his ENTIRE bill paid which includes electric use outside of HVAC, Mr. [redacted] has proceed to leverage Orangutan by filing complaints with the [redacted] and [redacted].

This is a 2” leak in the ductwork lasting for less than a week.  Customer is being unreasonable and hopefully [redacted] and Revdex.com agrees we’ve been more than fair about compensation.

 

Sincerely,

Vice-President

Orangutan Home Services

###-###-####

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,

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,

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,

We are sorry that you are not happy with our service and would never take freon out of a system for any reason unless we had to replace a part that required us to reclaim freon. With all of our active customers we call to set up maintenance checks. This customer was contacted and set up a $49 ac...

check for 4/22/14. Since they no longer had a active PMA out technician told them their would be a charge to clean the coils. The customer agreed and was charged a total of $218 to complete the check up and clean the coils. The technician did take a split temperature at the end of the call which came out good. With the split temp being correct there is no reason for our tech to think that there was a freon leak. The customer called us back on7/8/14 saying there could be a problem with the T-stat. The customer had purchased a t-stat and wanted out tech to install the stat. We normally would not install a t-stat that a customer purchased but our tech agreed to do it at a price of $120. This customer refused to pay for us to install the tstat. There is no way this system would have run for 3 months after the initial visit if it was 3 pounds low on freon the customer would have noticed right away. Right now we have more service calls every day than we can run so there is no way we would want any extra work right now. Can this customer send us a copy of the other company's invoice showing what work was performed? As far as the original check up on 4/22/14 our technician performed the work that was on the invoice there fore there is no reason for a refund on that visit.

We processed the refund for the customer and it has been sent out thru the mail.

I am sorry that you don't believe our tech's recommendation but there is more going on with the system than just clogged filters. We went out and maintained your system over the last few years and you are saying that no one ever mentioned that you should change your filters. Homeowners are suppose...

to change their disposable filters once a month we are only at your home twice a year. We do clean washable filters but we do not carry disposable filters due to all the different sizes. Since you believe that our tech mis diagnosed your system we will refund you the $80 that you were charged for the service call. We do not want to create more work for ourselves since we are working all hours right now to run the calls we have. Diagnosing a system is not a perfect science and there are times that multiple things are wrong with an older system and am willing to bet that dirty filters is not the only reason that your system froze up.