Shoppers Direct

Royal Air has spoken with Mrs. [redacted] - we did exactly what was required by our Home Warranty company and have all documentation to prove it. The homeowner ran the system in a vacant house during the hottest months of the year and because he unit is old and inefficient and home warranty...

wouldn't replace it while it was still working because it hasn't failed she wants us to pay for her high energy bills. Royal Air has advised her to call her home warranty company that we will not be reimbursing her any money and would like this closed. She will not drop this Revdex.com until someone pays her light bill, Royal Air is not responsible for her light bill nor what the home warranty will cover and not cover. We do not want to drag this on but will not be responsible for her light bill she needs to take this up with her home warranty. Royal Air is being wrongly accused and will not have our name dragged through the mud because she is upset about what the warranty company will or will not do.

I have talked with the homeowner and resolved all the concerned .

unfortunatly we are not open on Sunday's and this buyer was also advised she did not meet the down payment requirements for [redacted] financing. Sorry we were unable to help you good luck on your vehicle search.

I spoke to [redacted] this afternoon and had a great conversation with her. There was some misunderstanding regarding her home warranty company, it is the home warranties responsibility to keep [redacted] in the loop regarding all repairs and the tenant because this was a homeowner/tenant...

situation was to have no contact with us per the only 2 parties that should have been involved was [redacted] - Royal Air and [redacted], so by adding an extra channel of communication there was a lot of confusion throughout this process. Royal Air is dedicated to making sure all customers are happy, we keep open line of communication with them and all parties are on the same page. [redacted] stated to me she is not looking for the $4,000 that was put in her previous complaint only for the upgrade amount from the home warranty. I am looking into this for her and will keep in touch with her throughout this process. [redacted] was very nice and I am 100% positive this will be resolved with no further issues. Thanks,The 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.  
From: [redacted]...

[redacted] Sent: Friday, August 19, 2016 5:25 PM To: drteam <[email protected]> Subject: Re: ID # [redacted]- Royal Air This claim was closed.  I have been out of town and have not  had a chance  to respond.  It was not settled as far as I am concerned.  I feel this company has jerked me around enough.  They came out in response to initial claim only to tell me that nothing was wrong.  I  was told that it was just TOO HOT outside and was instructed to adjust the upstairs unit down 2 deg and the downstairs unit by 4 and to have it hold there and it should fix the issue.  If  that did  not  work, I could  pay them an additional  nearly $3000 dollars  for a larger unit.   Adjusting the thermostat did  nothing.  There is no way I'm paying them anymore money for another unit as I am wondering if  it was two small,  why in  the world did they not know that when they sold it to me in the  first place.  I  decided to get a second opinion and called another service that has an A+ rating with the Revdex.com and had good references.  They came out today and said that my downstairs  unit was overcharge with coolant.  If you refer back, you will  see that part of this issue started when they wanted me to pay for coolant in the first place, which  I have also learned is normally reclaimed  and added back in. At any rate, they said this is most likely causing the problem as  it was not balanced.  I was told by the other company that the upstairs unit is slightly  under the size needed for my house.  He also found that I have a coolant leak in the upstairs unit.  I called Royal Air to have  them come out to look at this problem and was told that there would be a service fee for $75.  Once again there are fees that were not disclosed in my contract of  10 yrs  part  and labor for both units.  I  had two years of free 2 times a year maintenance checkups which have apparently just expired.  Seems that is $240 a year and if I don't do it, it voids my warranty with them and of course now there is a $75 trip fee for any service calls.

This compliant is 100% false - We had a field manager go out and speak to the husband Mr. [redacted] and he called his wife out of town got all her information and gave it to my field manager to run the credit to get them approved for credit to buy a new A/C unit - obviously the husband did not communicate...

with his wife as to what he had done. Mr. [redacted] signed ALL paperwork we have the invoices with his signatures on the documents. There was a lack of communication between husband and wife 110%. I called the customer myself once I spoke with her she then was very nice and said she had spoken to husband and was know aware of what all went on and this compliant should be removed. The situation has been 100% resolved and this complaint should be closed immediately.  Thanks,The 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.  
Complaint Detail / ProblemComplaint Type:Billing or Collection IssuesselectProblem:After numerous attempts to obtain an invoice from this company, showing the pricing, and invoice and statement were received with the dollar amounts blacked out. After calling this entity requesting an invoice with the dollar amounts showing, no response has been received.TranslateDesired Resolution / OutcomeDesired Resolution:Other (requires explanation)selectDesired Outcome:Provide unredacted invoice showing all pricing for the job performed.

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,
First let me start by reminding Royal Air that they indicated in they had our last conversation recorded. If that is the case, like I suggested before, hand over the tape recording and it will reveal that Mr Jared [redacted] was doing all the cussing. He also suggested during the same conversation that he did not tell the warranty company that the unit failed as a result improper maintenance (the recording will reveal it all). Again, if they do not produce the tape recording, that will suggest that they were not truthful to the Revdex.com, me, and the warranty company. I did talk to the warranty company and they in fact indicated that Royal Air specifically told them that there was a maintenance problem. Reading the chain of emails it will point out again, why this was suggested. That is, Royal Air wanted the job to do a replacement or repair and I could not promise that. Second, as pointed out before, sometimes older units just get old and leak and they need to be replaced. Not necessarily because of improper maintenance but because of worn out components. I pointed out to them that the air handler was 20 plus years old. Third, I have attached the maintenance records for 2012 and 2014 for the unit which shows a continuous "good report." This is important for two reasons, (1), I had regular maintenance showing the units were in good shape and (2), in the tape recording, in will reveal that Mr. [redacted] said he would be happy to forward the my maintenance records to the warranty company indicating that the units were serviced. Last, I truly never expected to get anything in return from Royal Air when filing this report. It has been my experience that once a company starts down the trail of making false accounts it is an endless cycle. My satisfaction is knowing that others will be aware of the business practices displayed. I will approach this with a deep and public apology if Royal Air can produce the tape recording and it reveals that  I was the one cussing and being disrespectful as opposed to Mr. [redacted].

Mr. [redacted] - This is Jared H[redacted] - I have left you with my phone number and have never received 1 phone call from you since these issues have happened. I am the General Manager and was your salesman so I would have thought you would reach out to me, but regardless I am committed to fixing these issue, first the flooring has been done and you sent me email/text it was done to your satisfaction. I have completed all paperwork with City of [redacted]. As far as your issue with mastic / tape this is minor easy fix and can have that done asap. Airflow issues may be due to numerous reasons: dampers being adjusted - the way the ductwork is ran ....ect........ but we can look into it and fix it best way possible. We will wait to hear from City and see what there inspection report says and will 100% come out with 24-48 hours and make repairs / adjustments. We are committed to 100% customer satisfaction and since this has get to Revdex.com we have done everything possible to remedy situation - just off the record advice before it goes to this extreme I would have appreciated a phone call as to the issue and I would have had repairs done weeks or months ago but I never received 1 phone call so for that reason I was left in the dark as to what is going on but I will make sure this gets resolved ASAP.

We will be reaching out to Mr. [redacted] today 11/14 to get a senior tech out and to resolve the situation. We have spoken to our office staff about being more polite and cheery on the phones and helping the customer either resolve the situation or find someone who can help. We apologize for the issues...

and will make sure we handle this and get Mr. [redacted] taken care of this week.

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 4/25/2016 and assigned ID [redacted].
Regards,

Again Royal Air will not have anymore dealings with Mrs. [redacted]. Yes the call was recorded and I'm sure [redacted] would be happy to forward that over and you will see this an open an shut case she was rude, loud, cursing and made a racial slur. Our owner is from [redacted] in the middle East and not from anywhere near close to [redacted], the comment she made was 100% racially motivated. I said to her "my owner is out of the country and I am handling all issues as I am the General Manager" her following comment was "what did the [redacted] go back to [redacted]" and I had numerous ladies in my office hear the entire conversation. This is outlandish that she wants us to pay for her electric bills when we were only doing as told by her home warranty. Royal Air will be reimbursing Mrs. [redacted] $0 dollars. Revdex.com is here to protect the consumer but also to protect us as well and we ask this be closed we will not give her a penny. We have again spoken to our legal team and we have 100% lock down coverage and nothing to worry about legally - per we followed all steps as required by [redacted].

Royal Air makes every customer aware that they are receiving 0% Interest financing through [redacted]. This is a special financing rate that we offer and she was told there would be 0% interest financing, now on the paperwork sent out by [redacted] it states that the "normal APR is 28.99%" but she...

is receiving the special rate. Now on future purchases she will be paying the 28.99% unless the company she is buying from offers the same special rate we do, but Royal Air is not concerned with what she does with the card after she receives it. The card was opened for the sole purpose of purchasing an A/C unit and what is purchased after has nothing to due with us. She is paying 0% interest on her purchase, if she does not have any paperwork we will get this to her asap. The thermostat issue will also be resolved if it hasn't yet, we originally brought the wrong thermostat and needed to pick up the correct one and this took a few days due to scheduling. Royal Air will absolutely give the customer any paperwork she is needing and we apologize for not providing that in a timely manner. Please call the office and ask for a manager for further assistance. Thanks,The Royal Air Team

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 7/1/2015 9:28:51 AM and assigned ID [redacted].
Regards,

We are currently working with Mr. [redacted] to resolve the issues - we have contacted the City of [redacted] to get required permit - we have the flooring company to go out tomorrow 8-6-16 to finish the flooring repair and we will return to make any changes needed if we do not pass inspection. Royal...

Air is committed to 100% customer satisfaction and will finish all outstanding issues with customer.