Royal Air

On Friday, July 10, a service tech from Royal Air came to our house at ***. Houston, TX. 77042 to check on what was wrong with the air handling unit (both the A/C unit and air handler were purchased from Royal Air in 2014 although the air handler had to be replaced by Royal about a year later). The unit was making a strange, deep hum. The tech said that he tightened some wires, removed and put back the blower motor and greased the bearings, and also checked the coolant level in the A/C unit. This apparently fixed the problem though he said that, if the problem came up again, to ask Royal to send out a more experienced tech as he was new and really didn't know much more than how to do a check. Less than 24 hours later, the entire unit shut down, including the thermostat. I tried to call Royal but it was after hours (about 5:30) and could not leave a message because the mailbox was full. This is frequently the case. Because of the sweltering heat we were forced to spend the night in a local hotel. I called the following morning (Sunday) and the dispatcher said that it sounded like a clogged drain line. He also said that there was no way anybody could come help us and fix the problem until the following Saturday. This would have been a full week of having to stay in a hotel due to unbearable conditions. Instead, we called Church Services, which was able to get a tech to us in 4 hours. Their tech was able to identify and fix the problem. From the time he walked in the door until he came down from the attic with the A/C working, took 10 minutes (this included removing the cowling that seals off the attic from the stairway, unscrewing the wall panel that leads to the air handler, fixing the problem, and putting the cowling back). I asked what had been wrong and he said first, that I was gonna be mad and then the Royal Tech must have been a rookie to leave the unit as it was. The royal tech neglected to put the panel of the air handler back properly which is necessary as the panels must be put together in the correct order and interlocked or a switch doesn't properly activate. This small negligence on the part of Royal caused us discomfort, inconvenience, time, and the cost of Church Services to correct what a Royal Air was negligent in doing. I am able to send photos of the unit as it was found by the Church tech showing the air handler panel was clearly not properly put back in place. The Church tech also volunteered to speak to anyone interested to recount his findings. We have contacted Royal numerous time via email and phone asking for reimbursement of our expenses incurred in the amount of $146.49 (hotel) and $125 (Church Services). We have also explained that we would report them to the Complaintsboard.com today, and take other action should it be necessary to clear this. Their response has generally been hostile and left to the discretion of their "dispatch" or ignored since they were first contacted about the matter by phone shortly after the incident.

My A/C compressor went out. I called the warranty company and they directed me to Royal Air. They sent a technician out and he confirmed the compressor was the problem. I did want to know what it would cost if I wanted to replace the whole system.They sent a guy out that next day. When the sales guy came to the house he proceeded to tell me about financing, I told him I was not interested. His comment to me was " your a rich young lady". Next he started talking about prices and told me a new A/C would cost me 22,000 but since I went through the warranty company they would take off 10,000 making the price drop to 12,000. I didn't agree to it. He then asked what it would need to be at for me to make the deal he then dropped the price another 1000. I didn't sign anything that day. The warranty company told me I would only need to pay $360 out of pocket for all the repairs. Royal Air sent me the contract and I signed it and paid the $360 dollars. The weekend passed and Monday I received a call/ voicemail that the part was being ordered and if Wednesday was a good apt day. I called back with no answer. I called again and talked to woman who sid she would have a man named Kerry call me back. 8 hours went by so I called when I got off work. he told me they ordered the part and he would call the next day to confirm the part came in. Tuesday rolled around and no call so I called during my lunch break and once again reached a lady on the phone she told me they sent my warranty company a second email. I asked why because I had already paid and signed the paperwork. She didn't know and said she would call me back. Surprisingly she did her exact word were " the compressor was too expensive and they want to replace the furnace... I called my warranty company to understand what was going on. Kerry then called me maybe an hour later and said they needed to send a technician out for 15 minutes to look at stuff they didn't look at. I asked why it was not looked at in the 1st place and he had no answer. This is my 3rd week without A/C. I expressed my concerns and frustration and agreed and told him I would be off at 5pm. Kerry then called me again that afternoon about 4:45pm and told me he talked to his owner and they didn't feel comfortable sending a tech out that night. so they asked if I could be there or someone else Wednesday the 22nd. I once again agreed. he kept trying to say they were replacing the part and they just wanted to check other parts of the system. I then told him what the woman on the phone told me about the part being too expensive. He told me he didn't know where she got that information and that she was wrong. Today is Wednesday and I received a call at about 1:00pm from my warranty company saying they are refusing to replace the compressor but will replace the system. With what is going on in the world I don't have that kind of money laying around. Here are my biggest problems Told me I was a rich young lady Tried to tell me a new A/C would cost me 22,000 but since I was with the warranty company they would take 10,000 off. then proceeded to keep dropping the price till I agreed to a deal. started at 22,000 and dropped to 10,000 I signed the paperwork stating what they would fix & paid the money owed to fix it. I was told the part was ordered and installed yet a day later they had not ordered anything and now are refusing to fix that part. I am disgusted at how I was treated and talked over numerous times. I have proof of the sales guy trying to talk me in to buying, I have the voicemails of the guy saying the part was ordered.