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. I sent Scott from Orangutan a copy of the letter I sent to Jordy Tessler, one of the owners of Orangutan over 2 weeks ago along with copy of bill.

Regards,

I spoke to Mr. [redacted].  We made a mistake in our response the first time.  That was a differenet customer we were working with.  We already replaced the pump and will repair the drywall on 10/16/14 after 3pm per Mr [redacted] request.

See attached document

My experience with Orangutan has been horrible , frustrating and infuriating I have had 2 good 2 neutral and 6-8 bad experiences. They have set appointments and don't keep them, they order parts and don't call to let you know the part is in when can we come out , and they lie ( oh the part just came in - I work at the post office it doesn't take 2 weeks for it to come in the mail I guarantee that ) the company that I started with later merged with Orangutan , the only people who I would recommend them to is someone who I hate , and I don't have enemies that bad. I would never recommend them to family or friends. Again it's not been 1 or 2 bad experiences it's been many. I'm not the dramatic type just the opposite but I would rather shoot myself in the foot than to deal with them. unfortunately they have my warranty but it's been so bad that on 1 occasion I paid another company to fix the problem , and every time they come I think of doing it every time. If your thinking of calling them for service just think of how pleasurable it would be to shoot yourself in the foot , that'll be your experience.

Had them put in a new air unit Shortly after had a problem They come out to fix it. then shortly after that they told me I needed a txv I told them I would not pay for it because they did damage with a blowtorch to the unit They agree to fix OK fine 2yrs late I was told by LUIS a tech all they did was replace the txv powerhead Now I have to pay $1300 to fix it. they lied to me I had someone else fix it for $700

Orangutan Home Services has been to the [redacted] home 8 times in the last 3 months.  On 5/8/15, we were called to the home for service we found a bad blower motor.  We temporarily got the unit running because the blower assembly was breaking apart. The unit is 9 years old, parts are...

harder to find.  We returned on 5/19/15 to install the blower motor. We than returned on 5/28/15 to install the blower assembly. We returned 6/28/15 to check the blower assembly because it was noise. Turns out the blower assembly we installed was defective, so we returned on 7/16/15 to install a new assembly and motor.On 7/23/15 we were called for service again, this time the problem was found to be a bad condensing fan motor.  On 8/27/15 we were called out for service for the unit not working, we found the unit running properly at that time.  The last call was on 8/31/15 we were called out again to find that the customer stated the thermostat would jump temperature in the middle of the night which was caused by the hold program ending and the temperature going to the programed time.  Through all of the issues with the unit, the customer was not charged.  we did not even charge for the last two calls that we found everything operating properly.  When we were at the home on 8/31/15,  [redacted], we believe it is [redacted] mother, told us the house has never been through an inspection by a potential buyer.  We also noticed over the last month or longer there was no furniture in the house not even a refrigerator.  The problems with the [redacted] unit where all warranty issues.  We do not make the parts we just replace them.  On the Orangutan Home Services [redacted] page, **. [redacted] on 8/29/15, states that his problems started when our technician broke the blower motor on a routine maintenance call.  However, The last maintenance call [redacted] received was on 2/10/15 and the blower motor failed on 5/8/15.  This is again a 9 year old unit and parts will start to fail on it.

I spoke to Mr. [redacted], we have necessary repairs scheduled for 4/20/15.

The refund for [redacted] was sent his on 12/15/14 in the amount of $150 for the hotel, it should have been received by now.  As far as the $350 for a drain pan that we did not install, we never charged for the drain pan on and the invoice reflects that.

Case No.: [redacted]...

[redacted]
 
Orangutan’s Response is as follows:
The coil was ordered twice and the incorrect part came in.  In order to take care of the customer, Orangutan paid over $1,500 to have another contractor install the coil.  Orangutan believes this has fully resolved the complaint as Mr. [redacted] continues to use Orangutan’s 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.We did not get the message that was left with our 8 year old daughter that a call was made to us. I recommend not leaving messages with youth that age if return calls are needed and possibly a follow-up call if one is left with a child.We never denied maintenance visits only requested for them to be rescheduled.  You are incorrect about system maintenance in 2013. We did have the system maintenance done in 2013 and I have attached that checklist that was done by [redacted] of your company with the date of 1/29/2013. With the year 2014 not being over yet we thought we had time to schedule annual maintenance. We have never been told we had to have it done on or by certain dates, only that it be performed annually. I have all invoices and checklists that were done on our system ever since it was installed and we never missed a year. So you will need to check your recordings and update your records correctly since the maintenance was done in 2013 and you have my record of it and the year 2014 is not over yet.Sunday when we first called was the 7th. Since we were told we would not get a technician possibly dispatched that day we called another [redacted] specialist who added the needed Freon and verified the coils were not frozen as my wife was told might be the cause.The warranty should not have been voided if a [redacted] vendor provided the work and for non maint in 2013 as you stated, because it was in fact serviced in 2013, and if it was void that should have been relayed to us when we made the first call and appointment with you.The warranty we had called for a routine yearly maintenance so why was that visit not considered at 2014 maint schedule and we were charged $79.00. That invoice has been attached for your review and diagnostics of your technician. I wanted to see why your technician never even offered to REPAIR the coil and called for an entire and expensive replacement. We paid another [redacted] dealer who we were referred to directly by [redacted]. They diagnosed and recommended and repair of the coil and did the work for a fraction of the cost. See attached invoice that you requested.I request for a full extended warranty refund, not prorated, and a refund of the service charge to come out and basically do a PM of the system for 2014 plus the amount of the service call $79.00. Plus the cost of the coil repair we had to have performed or the cost you would charge on a similar repair.I have provided supporting documents that were requested.

Regards,[redacted]

We are very sorry that we had to push back this Mr. [redacted] appointment but he was called to reschedule. This maintenance check did run on 6/14/14. The last maintenance check was scheduled on 1/11/14 and was run without any schedule changes. There is 2 parts that make up the 10 years of this...

maintenance contract. the part that was purchased and comes due on 10/5/18 and the part that was given with the unit purchase and runs until 10/5/24. The first part will be pro rated based on the invoice of the maintenance purchase per the contract. We will come up with the amount due and contact the customer with his refund amount.

Very Suspicious Behavior. Today I had my annual Heating check Preventive Maintenance Inspection for my home. We have two Central HVAC units with two condensers mounted at the side of the house. The tech was suppose to do the "heating" system check as the AC system check was done in the spring. Anyway, we is outside at the AC Condenser units and comes back inside the home and says that he says the AC inoperable. I found that hard to believe since it was operating just fine before he arrived. He said he could troubleshoot the problem for me with diagnostics, but that it would cost $79.00. I said no, button it up and I'll call the Home Warranty company for repairs. He then left. He didn't bother to check the second unit and I'm still scratching my head why he is wanting to run AC checks when he is suppose to be doing a heating check. Based upon immediately jumping to the diagnostic fee of $79.00 is suspicious. I believe the technician may have broke or disconnected something just to get the $79.00 fee out of us but was disheartened when he found out I had a home warranty company that would take care of it. I will be extremely aware and observant the next time a tech comes to my home to work. Unfortunately I have another 3 years left on my Preventive Maintenance Service contract with this company. I wish now that I could get my money back. I think they are just trying to get more money out of customers.

I spoke to Mr [redacted] and explained that the coil itself was covered under warranty.  The cost of labor to replace the coil, Freon, nitrogen, 411 flush, filter dryer, reclaiming and pressurizing the unit per EPA
spec's is not covered.  In our recorded conversation...

Mr. [redacted] agreed that he did not have a labor warranty and agreed these charges should be there, however, he thinks because we did not itemize theinvoice he should not have to pay.  I have a signed invoice agreeing to the work.  Mr. [redacted] knew what the charges were for before we started work and now that the work is complete and his unit is
working.  I had already offered to discount the repair by $200 but he refused he wanted $650 off.  My offer off $200 still stands but Mr. [redacted] knew exactly what the charges before the work was before it
was completed and is just trying to get work for free.  I can provide the recorded conversation if needed.

I have had such nightmares dealing with this company I had to call another company to fix what mess Orangutan left me with regarding my unit. Bruce's Air Condition gave me a bid of $800.00 and I was told that the unit in my house was indeed not working properly and they have never seen such a poor job of installing a unit.  My Freon was still leaking and they found several other repairs they had to do.  I did write Orangutan that I needed my unit fixed and was tired of hearing from them.  I asked them to put everything in writing because I believe they have not been truthful or reliable about their work.  I do not wish them to come in my home again I would rather just have them cancel my contracts with them and for them to pay Bruce's what they have cost me.
Thank-you in advance for any help,

We will be contacting the customer to set up a time for us to come out and measure the window. We will than have to put in a claim with the manufacturer to get a replacement. When the manufacturer sends us the window we will install at no cost.

Ms. [redacted],In reference to our complaint against Orangutan Home Services we received a check for $121.00 from that company dated 12/22/2015 which we received on 1/11/2016.  Since Orangutan is not communicating with us directly we are not aware of how they computed the amount of $121.00 to settle the complaint.  From our estimation we still had 47 months remaining on our 10 year contract with them which means at $6.67 per month the actual total is $313.49 and minus the $121.00 amount that was received on 1/11/16 that still leaves an amount of $192.49.  Also, Scott, the Service Manager, made a verbal commitment to also cover the service cost from another company that we had to do to fix our furnace since we did not have heat at the time.  That cost was $257.00.  We feel that the total refund to us from Orangutan for breaking the contract with us should be $449.49.  We want this to be resolved in a timely manner.We appreciate your help in this manner.Thank You,[redacted] & [redacted]

[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 for the business to perform this action and, if it does, will consider this complaint resolved.
It is important to note that I have never received a check, as the provider mentioned. I wonder when it was sent????

Regards,

Amy S[redacted]

Four year's ago this company installed our new and expensive air conditioner. It has never worked properly and they never managed the system as paid for or ethically. We ended up finding a new company to maintain the system appropriately and are out $500 with a maintenance agreement and warrantied Trane system. Do not deal with this company, avoid them at all costs, and do not allow them to install. I have photographs of the damage to our attic due to inappropriate condensation issues that were never addressed properly, and since install, in the summer, we were calling every other week to get the unit fixed. This summer finally did it when they unplugged the units kill switch and never followed up or fixed it. They are not competent. We live in Tucson and they send techs from Phoenix. They are contracted through Home Depot, so if you buy a unit I strongly recommend you get your own install team, call RightWay, they made it right and the service was respectful and exceptional. I will be reporting this organization to the attorney general.

The customer called in on 1/13/15 saying their hot water heater was not working so we set up a $79 service call to check the water heater. This water heater was installed by us on 7/12/2010. Our plumber found a bad thermostat which is still under a manufacturer warranty. We gave the customer a price...

of $100 to take the part to a part house and swap it out for a new part than come back and replace the part in the customers home. While our plumber was on his way to the part house the customer called and canceled the repair saying it was to much money. Our plumber than returned to the home to collect the $79 for the service call. This customers PMA was canceled back on 9/23/12 when the customer called and asked us to no longer call him and that he would call us if he needed service. He stated that he had his maintenance taken care of by another company. We took this as he wanted to terminate his contract so it was canceled in our system. I have no record of any call asking to speak to a manager and we did go to the home and find out the problem which is why we charged $79. We have no problem if he wants someone else to fix the unit but we did perform the work that is under the service charge. We also do not have a problem reinstating his PMA if that is what he wants. One of our managers did call him and left messages but the customer has not returned his call.

Our PMA contract clearly states that if you cancel your agreement the refund amount will be pro rated and any other parts or discounts will be deducted from the total refund. The invoice you have was clearly stating pricing and the discounts that you received. The reason it is done this way is so...

that a customer can't  have a bunch of parts put in than cancel after just to get the parts for free. We go by national pricing for our parts and are not the most expensive nor are we the cheapest in town but we believe are pricing is fair. We will contact you and go over your invoice to show what is going to be taken out of your refund.