Orangutan Home Services

We spoke to this customer this morning and she received a check for $850 which was a large part of the rebate. The remaining $150 was sent out and the customer should receive shortly. When a customer is suppose to receive a manufacturer rebate we send in the paperwork and the manufacturer is...

suppose to process this said rebate. This causes us to lose control of the rebate and we have to rely on the manufacturer to process which in this case they did not process. We decided to give the customer their rebate and go after the manufacturer to be refunded.

We wanted a regular checkup, and they said we needed $2500 worth of repairs. We were not sure, so we called a local small business to doublecheck. Every last thing the orangutan guy said was clearly false, no repairs were needed. Avoid these people completely.

I currently have a warranty (which is no longer offered) and am paid up to 2019 on their PMA (preventive maintenance agreement, which covers 2 checkups per year, winter and summer) Recently I have been scheduling these appointments as in the past they would call and keep me on a schedule to keep me current on my summer and winter check. My last appointment I scheduled to have a tech come to residence between 8-11am. I waited till after 11am and called Orangutan and was told the tech would not be able to make the appointment until late in the day. I was never called about the issue and was unable to spend my entire day at my tenants home. They wanted to reschedule for the next day, but I had to work. We came to an agreement to come 1 week later and I was told I would be first on the tech's list at 8am. Orangutan called 6:50am that Wednesday morning to confirm. I returned their call at 7am to confirm. I arrived at residence at 8am. I had numerous calls to Orangutan after 9am regarding the status and eta of the tech. Each time I was told he was in route. Finally at 10am I was able to speak to Lisa the supervisor. She told me that the tech would call me when he was 30 minutes from the residence. She also told me that they do not guarantee any customer to be the first one the tech comes to see, even if you schedule an appointment at between 8 and 11 AM. I was able to stay at the residence until 10:45 AM, as I had A doctors appointment scheduled at 11 AM. As doctors go, if you do not reschedule within 24 hours, or you are late for your appointment, you can be charged for that. My tenant called my that evening and said Orangutan left a business card at the door. I never received a call from the tech or even Lisa the supervisor that the tech was at the residence. I have rescheduled for the third time next week. I feel that my $3500 warranty and PMA I bought has made me not a priority and not staying current and up to date on my checkups.

I spoke to [redacted] on 9/28/15 at 8:15 am.  I explained that Orangutan Pest Control was sold to new owner in 2013.  Orangutan Home Services does not manage or have any control over the pest control Services.  I did tell her I will speak to the owner of Orangutan...

Pest Control, [redacted] and he will call her today to resolve.

We have reviewed the file, talked to the service manager Scott, he did say yes he agreed to pay the service call charge of $257.00.  Scott thought the check was already issued and mailed out, we apologize for the delay on the the check for $257.00.  As far as the cancelling of the Preventative maintenance agreement, the amount of $121.00 for the refund is correct, according to the agreement we take out the already used service and prorate the remaining.  We are putting the check for the $257.00 for the service call in the mail today.  Thank you very much.

On March 5th Ms. [redacted] purchased a new HVAC system, Aeroseal and attic insulation from Orangutan Home Services.  On March 19th OHS installed the new HVAC system, on April 20th the Aeroseal and attic insulation crew went out to the to Ms. [redacted]’s house to...

do the remainder of the job.  The crew performed the pre-test for the Aeroseal; the pre-test showed there was less then 25cfm air loss and no need to do the Aeroseal.  There would be no benefit to the customer by performing this service.  OHS is sending Ms. [redacted] a check for $1900 for this service not needing to be performed.  The techs then installed the attic insulation at the residence.  Since Ms. [redacted] purchased everything as a discounted package deal, it took a little longer to figure out the refund amount.  We wanted to make sure she got the correct amount back.                 I (Scott, Director of Services) spoke with Ms. [redacted] on 4/22 and scheduled for a crew to return on 4/26 after 3:00 to straighten some crooked registers and clean off some fingerprints that the last crew left behind.  Apparently there was a misunderstanding, Ms. [redacted] was under the impression we would be there at 3:00 and OHS thought we just needed to be there after 3:00, we cannot give exact times since we can’t predict exactly how long the previous job will take, this is why we give windows of time.  We can schedule to get back out to Ms. [redacted]’s house at her earliest convenience to complete the last couple of concerns of hers.

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. However, I reject the business' interpretation of the maintenance service provision for FREE Refrigerant being limited to one pound.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

The custome ris correct the $152 off the new part was supposed to be given.  We have already sent the customer a check for $77.40.  We have been trying to get in touch with her to let her know we will be sending the balance of the $152 which will be $74.60 but she has not answered or...

rewturned our call.

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.I would find it much more respectable of the business if they would have taken responsibility and provided an apology instead of "blaming" the manufacturer.  At no time were we told it was a delay from the manufacturer, we were just told for months that this person, or that person is handling or will call.  I suspect they failed to file the rebate accordingly based on how they have "dropped the ball" on a number of issues.  Again, fix the problem, apology - not delay the problem and delay.

Regards,

Phoenix is having a heat wave... or so I am told. I just moved from there last week. Before moving I received a missed call and attempted to call Orangatan Plumbing that I did not appreciate the unsolicited call and ask that they take me off of their calling list. I was on hold for around 5 minutes listening to their inane hold music and decided I could hold no longer and hoped it was a single robo-call.

Today I received a new call at home home in Oregon which I missed. I decided to call back and get them to remove me from their marketing list. An hour later and I was still on hold! My phone died before I ever reached anyone to get my name removed from their list. An hour! I understand they are quite busy with the heatwave, but maybe they should unplug their marketing robocaller if they are so busy that they cannot answer a phone call in an hour or less. What if I actually needed service? More importantly what if I was an existting customer who needed something? Service in the AC business is key especially if you are a poor sap in AZ with a broken unit. I would advise others to steer clear of this company if you want a business with any foresight and sense to make service a priority. I for one still wonder if they will make another attempt to gain me as a customer when they so clearly cannot handle the volume of work they have right now.BTW weren't cold-calling marketing calls to cell phones outlawed? Buyer beware I smell amateurism and some primitive primate brains at work here.

No. They have not refunded the money.

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]

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 08/15/2014 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.  They have already contacted me directly and have taken care of the invoice from the other contractor, I will no longer be doing ANY business with Oragutan Home Services but do accept that this issue is resolved.

Regards,

We are send a Senior Service tech to Mr. [redacted]'s home today to take care of the problem.  The technician Jevonte has been disciplined for his actions and will not be allowed to return to Mr. [redacted]'s home.  We do not approve of this behavior from any of our Technicians and take this...

very seriously. On behalf of Orangutan Home Services we apologize our technicians behavior and that will never happen again.

We are extremely sorry for the problems that are going on with your ac unit. Orangutan stands by every unit we install and we will get to the problem and get it resolved in a timely fashion. I am going to get our Quality control technician to go to your rental property and go over the installation...

and make sure that everything is done to the manufacturer specification. the last time we were out because the unit wasn't working was because the drain line was clogged and the safety device shut the unit down so that the pan would not overflow and cause water damage. We will contact you renter and set up a time to go thru the unit.

I spoke to Mr.[redacted] on 8/14/15.  We did have 2 service technicians that verified the noise is normal.  However, I am going to install a compressor blanket at no charge to see if that helps.  If not we will have a Trane representative meet us at his house to check the noise from the...

unit.

We had 2 High Efficiency A/C Units installed with this Company 6 years ago. The units came with a "Sure Comfort" Service contract that was supposed to cover major repairs to either unit for 12 years. One of the units developed a problem and they indicated it needed a new expansion valve. Cost was $1000 for "consumables" not covered by the Service Contract. What choice did we have, we needed the unit repaired so we paid the money and had to wait almost 2 weeks and many phone calls to the company later for someone to finally come out and fix the unit. Thirty six hours after they "fixed" the unit the A/C died.

In all repair service appointments so far with Orangutan they have given us a 3 hour window for the tech to arrive. In no situation so far have they shown up in that 3 hour window and in one of the appointments they were more than 8 hours from the end of the 3 hour window in showing up. To make matters worse, we never got a call telling us a tech is running late or why. We had to make multiple calls to the company to find out where the tech was. They just kept saying the tech would be on the way to us soon and giving another time they would be there by and not once was the tech there by the updated time they told us.

We were happy with this companies maintenance service for bi-annual system checks of the units up until this warranty repair situation, but this situation has made it clear that we will never do business with this company again. I am highly likely to call someone else in to do repairs the next time they are needed even if I am losing money by not using the service contract I paid for. Going 2 weeks without an A/C in August in Phoenix is simply not acceptable.

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.

Dear Revdex.com,                I do not feel that my request is unreasonable. Let’s start with the crane.  First, there was no attempt to contact me to return any monies associated with the crane. I reviewed the contract, as a result of working through the problem; I noticed the charge for the crane.  I brought the crane issue to the attention of Travis who, at my request, performed a quality inspection after the issue was resolved two weeks after the installation.  Since there was no attempt prior to me pointing this out, I am sure no effort would have been taken on Orangutan’s part to refund the costs associated with the crane.  This is fraud. Additionally, a true amount cannot be determined, and to date I have been offered two amounts for the crane - $100 and $150.                For the improper installation, if I had not gone into the attic the air leak would have not been noticed and this defective situation may have continued for couple of months before I would have noticed higher than normal electricity bills.  Even then I could speculate that Orangutan would not have corrected the issue as it took three visits to correct it.  After the second visit the technician stated everything was corrected.  Had I not been vigilant and recheck the attic the third technician would not have been called.  In order to locate the issue I remained in the attic the entire time the troubleshooting and repair activities took place to ensure the problem was found and corrected.                I was inconvenienced having to deal with 3 visits and waiting the 2-3 hour windows for the technicians to arrive.  I was also inconvenienced by spending my time watching the third technician as the previous two did not correct the problem.  I no longer have any faith in the abilities of Orangutan to correctly identify or properly troubleshoot AC systems.                In a statement to [redacted] Customer Care from Orangutan, “Orangutan corrected the issue in a timely manner and offered compensation to assure you were a satisfied customer.”  Three visits are not timely; the compensation you have offered does not make me satisfied.                On the statement, that I am being unreasonable.  I do not feel that refunding me the cost of the crane and 10% of the contract (Plus sales tax charged on that amount) to compensate me is unreasonable. This compensation is for the inconvenience to me due to the incompetency of the installation crew and the repair technicians. The offer of “…pay for his ENTIRE electric bill for the month of May 2014” is repugnant.  This is an attempt to discount the fact that Orangutan, through their negligence on the part of the installation crew and the incompetence of the first two repair technicians, inconvenienced me and putme at risk for long term financial loss. The offers so far have been to minimize their costs. If Orangutan wishes to restore some of my confidence in them andassure that I am a satisfied customer then meet my request.

Regards,[redacted]

On Friday 4/29/16 we did credit the credit card back $300.00.  Today 5/2/16 we will refund the balance including the diagnostic fee.  We do apology for our technician using the word "deductible".  We do not know why he used it and has been reprimanded for writing that.  Under...

the guide lines of the Sure Climate Warranty there are services that are not covered. In the case of the repair need at the [redacted] home Item 11 on the agreement states Consumable products such as Nitrogen, Soider, Lubricants ... are not covered.  Number 13 Refigerant recovery or disposal are also not covered.  That is what those charges are for. When Scott explained the wrong wording on our technicians part he did credit the $300 to the credit card for the mistake. The charges that we pass onto the customer are the items Sure Climate does not cover and are real cost to the company.  There was no intension to mislead Mrs. [redacted] in any way just an employee that for some unknown reason wrote the invoice wrong.