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
[Provide details of why you are not satisfied with this resolution.]I never said I "wanted" a "new system"; I only wanted Royal to replace the bad compressor but they kept "fixing" a broken one; hence his comment about it being "fixable" every time that's because it was a bad compressor that their little fixes kept not fixing! Because of this, my electric bill went through the roofTheir senior tech, David, even wrote on an invoice that he sent to the office and also gave to me - that the compressor needed replacing, but Royal AC didn't tell that to the warranty company I still stand by my claim that Royal AC should reimburse me for exorbitant electric bills during the time they were "fixing" my AC I still vehemently wish I'd never had the misfortune of ever having to deal with them.As for my language, Jared is a bit off on how our conversation went I actually told Jared to "go *** ***"; and I didn't make a racial slur about George whatsoever I asked if the he had gone to *** - Jared needs to listen to the recorded call to refresh his memory as to to what I actually said I knew before he got on the call with *** *** *** and myself that the call was recorded Jared was rude to me on the phone the day before which he fails to mention in his response, so I'd already had it with his attitude Also, I told the *** *** *** rep that I did not want to speak to Jared but he got on the phone and was again condescending to me, so I told him to go "*** ***"

Mr*** is holding Royal Air responsible when the fact of the matter is he needs to take his complaint up with his Home Warranty Company*** is the ones who denied him not Royal Air

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution should be satisfactory to me if the problem is resolved and the system is working properly without any additional problems

we are sending her paper work tomorrow Tell us why here

We will be contacting customer asap and have a senior technician go out and make any repairs that are needed as well as doing a complete walk thru on the unit and make sure its working to manufacturers specsWe are committed to making sure all customers are happy and get exactly what they
purchased. Royal Air is very sorry for all the issues and will 100% correct these as soon as possible. Thank you, The Royal Air Team

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 Hi Jared, thanks for the quick reply through the Revdex.com For the record, I spoke with you directly in March immediately after the A/C was installed when this all started, and at that time you told me to work with *** from ** *** directly, and with Lydia from Royal Air directly - which I did I also talked to George S***, the owner of Royal AirI assumed that you, as a general manager, or George would be following this throughHowever, as outlined in this complaint to the Revdex.com, after calling ***, George and at least one receptionist at Royal Air, neither George, nor ***, nor anyone from Royal Air returned my calls When you finally reached out to me after I filed with the Revdex.com, I preferred to keep written emails of all our communication At that time (in the beginning of August) I apprised you of the issues and sent you a copy of the original complaint that was sent to the Revdex.comContinued communications between you and me had been through email, and you never indicated it was an issue To now say you were left in the dark is not true because the fact is you received the information at least twice - once through this complaint to the Revdex.com that opened at the end of July, and again in our email discussionsFurthermore, if no one from Royal Air informed you of these issues - then that indicates a bigger issue within Royal Air Again, I am sorry it has to go through the Revdex.com, but thus far, experience points to it being the only way I can get you or anyone from Royal Air to do anything for me regarding these issues Your current response through the Revdex.com is yet another example of this. I look forward to getting these issues resolved ASAP once you receive the permitAgain, with all due respect, I am keeping this case open until these issues are resolved Once these issues are resolved, I hope I can hold Royal Air and you to your word to give me 100% satisfaction for the remainder of the year contract and additional maintenance plans that I have with Royal Air without having to go through the Revdex.com or other channelsFinally, please note the correct spelling of my last name.Regards,*** ** ***, *** *** *** ** *** *** ** ***

Revdex.com:
This letter is to inform you that Royal Air has carried out to my satisfaction the resolution it proposed for my complaint, filed on 5/27/4:12:PM and assigned ID ***
Regards,

Royal Air has replaced the leaking air handler it had some manufacturer defects and we tried to repair multiple timesWe spoke with manufacturer and entire air handler was replaced at no chargeI just spoke with *** *** and unit is working fine there are no further issues*** ***
expressed concern about having wet carpet replaced , we are working with her to have this doneAfter carpeting issue is resolved *** ***'s complaint will be 100% resolvedRoyal Air is dedicated to customer satisfaction and taking care of our customers no matter the issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10807482, and find that this resolution would be fineRoyal Air has attempted the best they could to fix the AC unit and cannot complete the workTherefore, we will find someone else to do the workI am not pleased with time it took to get this resolved and the time we had to take out of our work schedule to meet their schedule and their lack of punctuality when a time frame had been setIf you would like, I can provide you with a timeline to this issue detailing why this went on for two and a half months and why now we have to find someone else if you need itIt does not depict the work of an A+ company as the Revdex.com has rated them.Cindy

This is a 0% Interest home improvement account provided by *** ***They provide a credit card incase customer wants to make purchases at other home improvement storesAgain this is 0% Interest and was fully explained to her husband who signed all documents that we have in our officeWe have a voice recording of the customer leaving all the information on my field managers cell phoneThis "I had no idea how they got my info" is invalid her husband was 100% fully aware and has stated to me the General Manager he knew exactly what he had done and they intend to fully payI see a huge lack of communication between husband and wife because this Revdex.com complaint is completely opposite of conversation we had with husbandThis complaint should be closed immediately

We apologize for any issues and Royal Air will be sending the customer a check back for $100. If there are any further questions or concerns please contact a manager.  Thanks, The Royal Air Team

We have taken care of this customer and resolved all of her issues and she is happy with our resolution. We will have all outstanding issues completed by this Saturday July 30th.

ALL PAPERWORK HAS BEEN SIGNED AND CUSTOMER HAS COPIES AS WELL AS ALL WARRANTY PAPERWORK. THIS HAS BEEN RESOLVED THERE IS NOTHING MORE ROYAL AIR CAN DO. HIS INITIAL COMPLAINT HAS BEEN RESOLVED AND WE ASK THIS BE CLOSED OUT IMMEDIATELY! WHAT HAPPENED TO PREVIOUS CUSTOMERS OR FUTURE CUSTOMERS IS NO BUSINESS OF THIS CUSTOMER, WE TAKE ALL COMPLIANTS ON A CASE BY CASE ISSUE AND THIS ONE HAS BEEN RESOLVED - PER THE Revdex.com WE HAVE HANDLED THIS ISSUE AND ASK IT BE CLOSED. THANK YOU!!!!

Revdex.com:
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.  
Sent: Tuesday, August 02, 2016 4:08 PMSubject: RE: Complaint #[redacted] Royal Air has missed a 5th appointment to complete installation. And again, have not called to provide an explanation of why they missed another scheduled appointment. I asked Royal Air on numerous occasions to provide the following: Clean Invoice showing exactly what I purchased; my yellow copy of a previous work order from October 2015 (George took from my house and has not returned it); Warranty information; a copy of my prequalification paper; Still have not received it! They left a mess at my home and have not responded at all! There are wires hanging across my heater in the attic that were not across it before, possible fire hazard??? Unacceptable! If it only takes them a few days per their email to get a thermostat, why is it taking them well over a month, with several no-shows on their end for scheduled appointments and they don’t even call me to reschedule or explain why they missed the appointment in the first place. That is too many missed appointments! I miss work to meet them and when they don’t show up and don’t call, it is not acceptable! They need to stop putting this on me since they are responsible for missing the appointments and not sending me paperwork that has been requested at least a dozen times!!!!! They have been paid for a system that they have not completed, not acceptable – possible FRAUD [redacted]

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 specifications. We categorize most of these as code because they are required by 1 or more of these I have previously listed. Anything that we were charging example: safety float switches are required by [redacted] 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 etc..... so we charge $250 to install 2 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 inspector. Mastic and seal the coil - we do not use tape like some other companies this UL 181 mastic is a better seal with no leakage. These items are required in order to do the job correctly this isn't [redacted] shade tree AC company we install to all these codes as well what manufacturer recommends. We are very sorry that you feel like we are being dishonest but this is not the case at all. If 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

From: George [redacted] [mailto:[email protected]] Sent: Thursday, February 16, 2017 10:43 AMSubject: Re: Letter to Revdex.comI read this and we will send a refund to this home owner today and get her concerns taking care of . Best regards,George [redacted]President / General...

ManagerHVAC Contractor / TACL B33625ESales, Service, and Maintenance [redacted] *  [redacted]     * [redacted]
www.RoyalAirHouston.comRegulated by: The Texas Department of Licensing and Regulation|P.O. Box 78711 | Toll Free 1-800-803-9202 / 512-463-6599 |www.license.state.tx.usThe information in this message is the property of Royal Air Inc.  This message is intended only for the use of the addressee named above and may contain legally privileged and/or confidential information.  If you are not the intended recipient of this message, you are hereby notified that any use, dissemination, distribution or copying of this message is strictly prohibited.  If you receive this message in error, please notify us immediately by telephone or return e-mail and delete the message, all copies thereof and any attachments.  We thank you for your cooperation.

I am rejecting this response because:IDuring my and my mother's visit to the dealership my...

mother specifically asked were they opened on Sundays and was told yes, so I do not accept the lies that are being told because my ears and witness ears heard otherwise. If he would have told me that I wouldn't have wasted my time my mom's time and my mechanics time and money I had to spend on gas to travel to the dealership plus money I compensated my mechanic for taking the time out of his busy day to come per my request.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
In reference to complaint ID [redacted]: After almost 6 months of dealing with Royal Air and their horrible customer service to deliver and install the missing items. And after 13 appointments with Royal Air and their failure to show up for the scheduled appointments or call. And after loosing my documents and my credit application that contains personal information,  it is with full disappointment in Royal Air to say they finally completed installation.

We apologize for the scheduling issues - obviously we dropped the ball bigtime here. I have spoken with everyone in the dispatching department and made it very clear that first anyone with a medical condition is priority, second that if we have to reschedule due to traffic, previous jobs, wrong...

part, no part we need to call and make the customer aware immediately. We are very sorry and cannot apologize enough for the issues. Please call us if you would like to discuss this further, you can ask for a manager and we would more than happy to talk with you about this. Thanks,The Royal Air Team

Our Rep did call Mr. [redacted] this morning to try and resolve his complaint and make things right. However, we dohave the conversation recorded and Mr. [redacted] was belligerent and cussed at our rep.