Shoppers Direct

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I have stated before that the only resolution that I am interested in is a full refund on my air conditioner systemI have given Royal Air two full years to troubleshoot and fix my system; however, they have failed time and time again
Regards,*** ** ** ***

Royal Air is currently in the process of resolving the concerns of Mr and Mrs MeeceUnfortunately the ball was dropped on more than one visit, but Royal Air staff is working hard to restore faithMrs Meece has received her itemized receipt/contract, and an appointment has been scheduled for
Tuesday to complete items needed, and to have a Quality Check

We will get in touch with the customer and send them a check for the inconvenienceWe did not do this intentionally, *** the tech went out and blew the drain lines out and system started again so he thought he had corrected the problem, we do not like returning to jobs because we lose
money by doing this so I assure you every time we came we were trying to correct the issue and when *** did all he could he referred *** *** to a plumber that could help her, we weren't doing this to pass the buck but we did all we could and couldn't assist her any longer it would have to be handled by a licensed plumberWe are very sorry for the issues and will send a check out to make things right

Royal Air made a mistake and we sincerely apologize for the issuesWe do not ever want customers to sit in the heat and suffer and we will be sending you a check for $that will be mailed out as of 8-5-This was an honest mistake and we did not mean for this to happen but will make it
rightPlease call us if you have any further questions or concerns. The Royal Air Team

We will be refunding Mr*** his $as he requestedAs far as the options we gave him these are just options or recommendations and did not advise him he had to do either of theseMr*** has older equipment that is not efficient so as a good long term solution we offered him a new
energy star qualified Trane ac system which would drop his electric bill 40-60% how is this a scam but rather save him money long term and be worry free and it does cost about $10,which is right in line with what other major companies in Houston, Texas are chargingWe offered a secondary repair of $1,to replace his evaporator coil which is rusted and older so this would be a 2nd option for longer term solutionThe $repair he received from other company may last 30-60-days so he will back in same position so we were trying to do right by him but because of the large cost he felt we were trying to scam him, which could be further from the truth. You can patch a bald tire but is this really a good quality fix??? Noso if tire company states he needs a new tire for $this isn't a scam but rather a better long term solution and an option. The $check will be refunded with 5-business days Thanks,The Royal Air Team

There will be no full refund given - the system has been used for years and we have more than cooperated to get the machine up and running to his satisfactionThe customer is consistently dissatisfied about one thing after another so it looks like there is nothing we can do at this point but be available to have a *** certified tech to go out and trouble shoot the system if there is any actual failuresWe are firm in our stance that we will not pay back penny BUT are more than willing to send someone out to evaluate the system

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Under no circumstance
should a consumer need to
contact the Revdex.com to get a receipt/warranty information on a $10,000+
purchase. Three months later and only after the Revdex.com was contacted does a
technician show up with "postdated" documents to be signed. It
is appalling that I was ignored and disrespected until the Revdex.com and the
finance company were made aware of this matterMy concerns is, what
next? This matter can only be resolved when this practice is discontinued. The public should have the right to be “informed
consumers” whereas to avoid being victimize by similar practices.
This complaint warrants full disclosure...it should have been resolved when it
was first brought to the company's attention!
Regards,

We make many recommendations - some being State code, city code or county code as well as what our Insurance requires and what's needed to install a part to manufacturers specificationsWe categorize most of these as code because they are required by or more of these I have previously listed
Anything that we were charging example: safety float switches are required by *** ** *** and are to protect the customer 100% - if we don't use float switches and system is to back up with water it will overflow and ruin the customers sheetrock as well as furniture, appliances etcso we charge $to install new float switches not sure how that is deceitful or unethical??? We also charge for access door or inspection panel which is required in order to maintenance the evaporator coil without this panel you cannot properly clean the coil, or if the home is sold it makes the inspection process easier for inspectorMastic and seal the coil - we do not use tape like some other companies this UL mastic is a better seal with no leakageThese items are required in order to do the job correctly this isn't *** shade tree AC company we install to all these codes as well what manufacturer recommendsWe are very sorry that you feel like we are being dishonest but this is not the case at allIf you would like to further discuss please reach out to a manager and we will be glad to explain in further detail if needed.Thanks,The Royal Air Team

We will be contacting *** *** today to get back to her home to finish the part that was ordered and make sure that the unit is cooling properlyThe problem with the unit from the beginning was a bad part from the manufacturer and we had to order this part and it has taken longer to come in
than expectedWe are committed to making sure this unit works properly and *** *** is happyRoyal Air is very sorry for the returned trips and will 100% correct the issue and get them cooling again asapI have tried to call to schedule this morning at 11:48am and didn't get an answer but will continue to follow up until we reach someone to get a date and time scheduled. Thanks, The Royal Air Team

I have reached out to Mrs*** and left a messageI will do whatever is necessary to close this issue out todayAfter speaking with the husband numerous times he told us everything was great and this Revdex.com complaint would be closed outHe said he would refer us to friends and neighbors but yet we cant get this closed out we are very confused but have reached out to Mrs*** to settle this immediately

According to Mr*** we did not make repairs to his system, we just charged him for Freon, but on the invoice that he signed it clearly states his evaporator coil is leakingAHS authorizations has been contacted to notify that the evaporator coil is leaking and will need to be replacedRoyal
Air waits for the homeowner to decide rather they want to move forward with the replacement or if they want to take a Cash In Lou because there are some non covered items to change out the evaporator coilMr*** has signed our invoice that clearly states his evaporator coil is leaking, we can not repair, and the evaporator coil needs replacing. AHS should contact Mr*** to go over his options to move further.Regards,George

We have reached out to the customer to resolve the issue and we will 100% have these issues taken care of this weekRoyal Air is committed to 100% customer satisfaction and we will follow through with this and make sure our customer is taken care of. Thanks,The Royal Air Team

Check is being hand delivered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
First of all, I was on vacation in *** when I was called by the technician requesting my social security number and correct date of birth. I was never told a credit account would be opened in MY name. It would have been nice to know that a credit card would be taken out in MY name and not just find out when the credit card came in the mail.Secondly, there are numerous problems surrounding the installation of the unit. For one, there was no permit requested by this company. The city we live in requires a permit. None was obtained. The city inspector is now aware of this. Second, the flu pipe is too short. The city inspector is also aware of this. Third, we were taken advantage of. No paperwork was left with me (and I was home by then) after the installation was complete. Nothing.I also understand that a misrepresentation was made to our home insurance company. I also understand that we were overcharged about $5,for this unit. It is a ***, but definitely not top of the line. There are other installation issues and issues of misrepresentation but the *** ** *** *** is dealing with those.
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]this is a complete LIE! They have not been accommodating at allThey called ME on the national holiday to request to come install my new ACWhat they describe as a small issue, is the fact that it' was over degrees in my homeClearly that's a small issue to themHow patheticAlso, they absolutely promised to arrive at 7am on Tuesday morning and I have SEVERAL witnesses to back that upWhen I called the office at 7:no one said anything about needing to go downtown or picking up anythingThey only said that they were on the way and would be there soonI called back at 7:and was told they would be there by 8:They arrived at 9:I left the owner several messages stating the crew left a HOLE IN MY WALL and he has done NOTHING even acknowledge thisLastly, I have text evidence that Jared promised someone would arrive at my house by 4pm on Thursday and they did not get there until 5:Mind you this is the only time he responded to my messages- not accommodating at all
Regards,
*** ***

Royal Air replaced the fan motor becuase it was faulty, we do not replace parts if they are not neededBlower motors take several hours to replace and we only get paid a minimal amount from the warranty company so if this part was not needed I assure you it would not be replacedAs these systems
get older they can have several failures that occur one right after the nextWe will 100% return and fix the issue without any additional costThe $that Mr*** was charged was for the refrigerant that was put into the system and a reason it was not coolingThere will be no refund issued but Royal Air will make good that we will resolve the issue and get the system back up and running 100%Also on a side note our office was flooded out and a 100% total loss so the reason for the scheduling and not following up was because we were trying to find a place to run the business and have been in a temp office for a month nowNot an excuse but would like that to be known because we have been trying our best to get to each and every customer

Royal Air went out to Mr*** home yesterday to correct the issue, the General Manager contacted Mr*** and spoke with him about the issueWe in turn told our technician to go and pick up the circuit board to take care of Mr***, as our technician was in route to pick up the circuit
board and return to install it, Mr*** contacted our office and cancelled the return because he was contacting *** to get a second opinion*** called Royal Air and we instructed them we are getting the part to install itWe apologize for the inconvenience to Mr*** and we did try to work with him to get this issue resolved but Mr*** is the one who cancelled for us to return to install the circuit board. Thank you,*** ***

Here are the facts:Monday Sept5th - we installed new unitTuesday Sept6th - Installers arrived at 9:45am - went to pickup parts at supply house before heading to Mrs***s home and due to this and traffic arrived at 9:45amWednesday Sept7th - Jose was supposed to go but due to a doctors appointment and additional treatment for his back he could not make itGeorge the owner has on cell phone records he called twice and went straight to voicemail.Thursday Sept8th - Text from Jared *** GM "I'm still on the phone with him (Jose) we SHOULD be there by 4pm" Again key word being "SHOULD" - we live in Houston, Texas and traffic can be very bad especially in the area where Mrs*** lives so it took unit after 5pm before we arrived.I am not sure how this isn't accommodating we came out every single day to get the unit up and running - we are human and make mistakes on top of only being able to control certain things - parts house being closed, weather, traffic are not within our control. My owner is extremely busy but reached out to Mrs*** numerous times and had conversation - we have done everything possible to resolve this issue I don't see how Mrs*** can claim we haven't been helpful and resolve the issue its very clear to see we did exactly what a good company should do and that's return to a job next day of there is an issueI understand we were late a few times but that is why we give windows of arrivalAgain Royal Air is here to make sure Mrs***s system is working properly and she is happyIf we need to return for anything else please let us know we will schedule her immediately without any issues. Thanks The Royal Air Team

Royal Air received a dispatch for Mr*** through his home warranty company, *** *** ***; upon arrival to his home our technician inspected his systemsAfter the inspection of his system we did find multiple issues with his master bedroom system, one was the evaporator coil
leaking, evaporator coil was clogged with dirt/dust, causing air restriction, also mold was in the cabinet, and compressor burned out from running the system with no refrigerant in itAs "required through *** contract" we are to call in the diagnosis to authorizations. Royal Air describes what we find at the homeowner's home to authorizations, from there, *** determines rather it is covered or not, or they put the "denial" in, not Royal AirIt is *** determination rather repairs or replacement is coveredYes, there are maintenance issues with his system, we have pictures to prove it and they have been sent over to *** authorizationMr*** 'says' maintenance was done on his system, but inspection and pictures prove differently. Also, with his system he had a year old condenser and a year old evaporator coil, our comfort specialist was just giving Mr*** a recommendation to upgrade his system and given information on the newer 410A systems, energy efficient, higher seer rating, equipment in which would save him money in the long runOnce again, we did not ask *** to deny Mr***, we were honest with our diagnosis, we cannot lie to *** because we are a contractor through them, and they decided from there what is covered

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
[Provide details of why you are not satisfied with this resolution.]
Regards,
Again, there was more then one part of this claimRoyal air is neglecting to put that in their responseI just had the company who has been servicing my air conditioner come out and they verified that the information that Royal Air provided is not only but a travesty for the industry