Shoppers Direct

we will send a refund of 75 to the home owner .

Royal Air is not obligated to show any such recordings. We provided the pictures we have showing the units were not maintained to the warranty company and they determined it should be denied. We have spoken with Mr. [redacted] regarding the conversation per him and Mr. [redacted] - we have NEVER had such a complaint only customers raving about his excellent customer service therefor we stand behind our management team. Royal Air has nothing more to offer Mr. [redacted] and thus he should contact his home warranty company and resolve the issue with whom denied his claim. We would like to leave all contact information for Mr. [redacted] making this process easier for him: [redacted] 1-866-[redacted]. Thank you and have a wonderful weekend.

I have attached a copy of the last invoice from 10/29 signed by Mr. Lewis - We have fixed everything as promised the only issue is the zone dampers are not working which was pre-existing and nothing to do with our previous work. The customer signed the invoice and we are done completing this complaint and asked that it be closed. Thanks - Royal Air Team

We are contacting Mr. [redacted] today to get a senior technician out and see if the issue can be fixed by our HVAC tech or if it is truly an electrical issue. We are committed to making sure his AC is working and cooling properly, if it is an electrical issue we will contact home warranty for Mr....

[redacted] and get someone out to his home to correct the issue. Royal Air apologizes for any inconvenience this may have caused and will help in anyway possible. Thanks,The Royal Air Team

[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:
On November 30th, 2015 I spoked with Mr. Jared H[redacted] General Manager of Royal Air A/C and Heating, and explained to him all what happened and he took the time to listen to me and to apologize on behalf of his coworkers who were involved in this case and did not informed me on a reasonably time frame, neither gave me a report with different options to get my A/C system repaired or upgraded. I talked with him about the possibility of getting me a discount (refund) on the new A/C equipment I acquired. I couldn't get any refund from American Home Shield because they told me they already paid Royal Air covering part of the expenses, so I'm in await of his response and hopefully he can get me a little discount which would make me feel as a valued customer.Thanks,[redacted]

Again we are not the warranty company, [redacted] is who decides to either deny or accept a customers claim. We have attached pictures to show the unit was not properly maintained and is missing parts on the evaporator coil. This is 110% factual information backed by the pictures provided. This backs up our statement 100%........now what [redacted] chooses to do with the info provided has nothing to do with our diagnosis. As far as the conversation with Mr. [redacted] he called Mr. [redacted] to try and resolve the issue, Mr. [redacted] was assassinating Mr. [redacted]'s character and questioning his integrity and as anyone would Mr. [redacted] took offense to these comments, but never in this conversation did Mr. [redacted] raise his voice or curse at Mr. [redacted]. Mr. [redacted] used curse words first and Mr. [redacted] was repeating back to him exactly what he was hearing so they were on the same page and Mr. [redacted] snapped and starting yelling at Mr. [redacted] and then hung up on him. Royal Air is not in the business to get customers denied because we don't make any money doing business this way. Our certified technician made a 100% accurate diagnosis and Mr. [redacted] followed up to discuss options with Mr. [redacted] obviously he did not like any of the recommendations and is now upset he is being denied by his home warranty this should between Mr. [redacted] and [redacted] not Royal Air. There is no reason for this complaint against Royal Air it should be a matter between [redacted] and the homeowner.

When the technician arrived he was getting no reading from the compressor and diagnosed the problem as such, he did not check the capacitor because if the compressor is getting no reading there was no reason to change the capacitor. I have spoken with the technician and made him aware that he must...

check every single part of the unit before leaving every job. This was an honest mistake and happens often in this industry. The technician makes no more money for changing the compressor rather than changing the capacitor. The $900 he stated would need to be paid for changing the compressor was 100% accurate and if this is charges not paid for by his home warranty company and he can read this in his contract. We apologize for the misdiagnosis but this was not done maliciously and was an honest mistake. We will not be able to refund the $75 dollars this is a fee that we have to charge per the home warranty - if the home warranty contract is read it states that the homeowner must pay a $75 service fee, this is not to fix the unit but only to show up and diagnose the system. Please contact Royal Air if you have any further questions or concerns. Thanks,Royal Air Team

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.  This customer is dissatisfied because of the poor workmanship, the constant untruthfulness of Royal Air Conditioning, and the massive amount of personal loss time that has been dedicated to trying to help Royal Air Conditioning fix our system year after year. So now it has changed from a [redacted] representative to a [redacted] certified technician? It sounds and it feels like Royal Air Conditioning is placing blame or making me feel like it is my fault that my AC is broke again. In addition to my ac not working properly they have not addressed the attic ladder nor my doorbell assembly that they broke on their last visit. They carry no blame nor shame.  Even though Royal Air conditioning stands firm on not returning a penny I will continue to pursue legal representation and even a local news agency to expose the countless tricks, untruthfulness, and games that Royal Air Conditioning continues to play. Again, the only resolution I accept is a full refund.
Regards,
[redacted]

Royal Air has reviewed the complaint and I have pulled all previous documents. The wrong compressor was originally ordered (R-22 instead of R410) and caught before installation and at second order it was not caught it was supposed to be a 2 stage compressor so a single stage compressor was...

ordered. The compressor did not damage the outdoor condenser per the second company, once the correct 2 stage compressor is installed the unit will work no problem. There had to be some rewiring done at install and this is why some wires were used and some bypassed. The other company that came out like most in this business are very fragmented and will say whatever to get a sale and make some money. [redacted] told the customer the outdoor unit costs in the ballpark of $8,000 and this is outrageous and highway robbery, so Mrs. Shui is asking for a grand total of $13,724 which is ludacris and we will not pay any such number. I have spoken with Mr. Lewis (Mrs. Shui's fiancé) and assured him we will come back at no charge and change out the compressor and replace any control boards and wiring that needs to be done to complete the job correctly and get them up and running properly. She is asking for a refund of the $490 for Freon cost but since we are putting a new compressor in we will reuse the Freon again so there will be no refund, she paid for it and she received the amount promised. Royal Air will also not be refunding the $160 for the second opinion she had from [redacted] - its in her warranty companies policy that if she wishes to get a second opinion from another AC they will provide one at NO charge ($0) so for her to go outside network and ask we pay is not something we do. We will also not be refunding the $75 service call per this is our contractual agreement with AHS that we collect the $75 just for showing up so this will not be refunded either. Royal Air realizes we made a mistake with the ordering of compressors therefor we will bring the correct compressor out and fix any other issues to hold up our end of the contract per AHS. Thanks Royal Air Team

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.  
Someone from the office called my number a few weeks ago and left notmessage. I called the number and received the run around treatment. I understand they are in process of moving but how many weeks does it take for someone in management to make a simple call?  In short, substandard customer service or should I say; no customer service. At this point, I don’t even want to have a conversation with anyone from that organization. So, don’t have them contact me and submit this incident (s) to their files for public viewing. 
Regards,[redacted]
Avery dissatified customer

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.  
Regards,
I believe the correspondence revealed the dishonesty of Royal Air and their employees. Protecting employees and relatives when in the wrong, including kids, is never a good practice. As the good book eludes to; whatever you do in darkness will be revealed in the light. With that, I believe all is good.

We have attempted by phone 4 times to reach Mrs. [redacted], voicemails were left with return phone numbers and she has refused to call us back therefor we are unable to finish whatever it is she is saying isn't finished. At this point after numerous phone calls and Royal Airs willingness to resolve this issue we cannot do anything else for Mrs. [redacted] and ask this be closed.

We are very sorry for all the issues - part of our warranty is we cover you for 10 years parts and labor and will never refuse service to a customer of ours. We have been to your home multiple times for multiple issues some being power surges which we are not liable for but still did not charge you...

anything or refuse service. We have been more than willing to come check out any issues you were experiencing unfortunately you at refusing our services. We have spoken with you about having a [redacted] representative come out with our senior technicians to diagnose the issue and resolve this once and for all but your refused. Mr. [redacted] is very busy being the owner of numerous companies and is rarely available but due to the circumstances came to your home to remedy the situation and you were unwilling to meet in the middle or have us send a [redacted] certified tech to fix any issues so at this point we have thrown our hands up if you won't let us come to remedy the issue how can we help you. We are still standing behind the 10 years parts and labor and are more than willing to help if you will let us. Please reach out to office manager to schedule that service time if you are willing to let us come out. Thanks and have a wonderful evening.

As of Wednesday the owner has returned Mrs. [redacted]s phone calls and it has went straight to voicemail, Jared has been in contact with her numerous times by text message and phone call. We sent Installers out on Monday which was a national holiday to do the install unfortunately there was a...

few parts we needed to finish the install but since it was a holiday all supply houses were closed and we had to return the following morning to finish the install. The supply houses don't open until 8am so there is no way we told Mrs. [redacted] we would be there at 7am it isn't possible. By the time we got all materials needed and drove downtown to her house it was 9:45am. We also returned yesterday which was the 3rd day in a row to resolve a small issue. A portion of this problem was Mrs. [redacted]s father got involved and didn't know the entire story and Mrs. [redacted] stated that herself. We have had some minor issues but have been there every single day this week to resolve them, there has been some time restrictions due to Mrs. [redacted]s work schedule but we have been more than accommodating and are 100% committed to customer satisfaction. Mistakes happen and in this business there are sometime issues beyond our control giving a discount every time an issue comes up companies would not make any money. We will resolve the issue as requested.  Thank you Royal Air Team

We have reviewed the customers response and he said "all is good" so we have closed out everything on our side and wish the customer the best of luck. In our previous response we gave the customer all contact info to [redacted] so he can speak with them about this matter further, Royal Air will continue to follow all guidelines provided by [redacted] and continue to do business in a moral and ethical manner. Thank you and have a wonderful day!!

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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
Based on the response, it appears that there was no proposed resolution. When discussing the matter on the day of the incident and when the Mr. [redacted] called me outside of the guidelines of the Revdex.com communication process, I informed him that I had a record of my unit being serviced. During the discussion, he mentioned that I might consider faxing the information to him and he would then contact the warranty company with the evidence. However, after I did not agree with him on other issues related to my complaint. He hung up on me. There were two parts to my complaint and proposed resolution. The first had to do with the air conditioning unit I called Royal Air on. The second had to do with the air conditioning unit I did not call them for. In regards to the "we can't lie" comment is interesting but should state we should not lie. Regardless of all of this said, as mentioned, there was not resolution proposed and I did offer to provide them the information about my unit being serviced.

[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:
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.

[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:
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.  
Please close this complaint.

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 8/28/2015 12:22:50 AM and assigned ID [redacted]
Regards,

[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:
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.