Founded 2011 • With Angi since March 2012
Service Provider ResponseMrs. [Member Name Removed] called us with a broken system the hottest week of the year. Our technician went out and diagnosed what repairs would be needed. Instead she requested to have her systems replaced. We then immediately sent a project manager out to look at the application and go over all of the system options with her. After three hours educating her on the system brands, efficiency’s , and function options she had focused in on the 2 top of the line systems that she wanted to select as well as wanting air purification to help her sons breathing and allergies, duct sealing, and air balancing. She then signed the contract with the total price of $39,750 located directly above where she was to sign. After that contract was agreed to, we got her approved for financing and then she signed another contract with the same total dollar amount on it. Both our contract and the loan documents were immediately emailed to Mrs. [Member Name Removed] at that time. I’m very confused how she could have thought the total sales amount was $20,000 after signing 2 separate documents and having those documents emailed to her immediately. She had ample time prior to the installation to review the totals and the details contracts. It is preposterous to think that we would go and double a contract dollar amount. We are the number one rated company in southern Arizona. That did not happen by accident. That did not happen by ripping people off or changing contracts. Moving on... Because she was not cooling with her existing air-conditioners we brought her some portable air conditioners to keep her and her teenage son cool in the meantime. Two days later we came out and completed the contracted work. Once the work was complete the financing company called her to ask if the job was complete so that they could fund the loan. I should say attempted to speak with her. She avoided them for a couple weeks before they finally got a hold of her. Once they got a hold of her she told them she was only willing to pay $20,000 instead of the total contract amount. They then called us and told us they could not find the loan. Meanwhile we had done all of the work with no down payment and had the expense of the equipment, materials, labor, and got her up and running in two days the hottest week of the year. Come to find out she talk to a neighbor after the install and they told her without any knowledge of the scope of work that she had paid too much. Now after the contracts were signed and the job is complete she was trying to renegotiate the price. After more weeks going by of her avoiding the phone calls of our project manager and office to try and remedy the problem I finally gave her a call. I left her a voicemail simply stating I really did not want to go down this road but it feels like I’m being forced to have to take legal action for nonpayment. If we have to go down this road she would be responsible for attorneys fees and the interest on unpaid debts as per stated in the contract. Later that day I was in the neighborhood and decided to swing by to see if she was home to discuss her experience with the project manager and what issues she had. She did end up being home and we sat down at the kitchen table. I then asked “what’s going on? What seems to be the issue?” She then apologized and said oh I guess I was just confused about the pricing. I then attempted to go through the contract with her which she was not interested in. I offered to do a price comparison against other contractors which she refused. Our contracts and pricing is broken down so that each item selected has a price next to it. She said that she had a great experience with the installation team and was very happy overall. She said all of this very enthusiastically I might add. So much so that I then requested that she do a online review if she was that satisfied with everything. I did not imply that she should do it right then but she volunteered to get on my computer and write the reviews right at that time. At the time that I was in her home she did not mention that the cooling was not even between rooms. If she had I would’ve sent a technician over to do an air balance for her. Also in her statements it would seem that she’s trying to paint her self as a helpless single mother in fear of me when in fact she is a confident strong senior border patrol agent who could handle herself just fine. The spin in the way that things are stated in the her review is extreme. She either doesn’t remember events as they happened or is making things up to make the scenario look like something that is very different then reality. The meeting that I had with her was very pleasant and there was no implication at all that she was not satisfied with everything that we did for her. Two days later without warning or reason she asked for the product to be removed. She did mention on that phone call that air balancing was an issue to which I said we are happy to do an air balancing for you to make sure all of the rooms are cooling evenly. She did not want to hear it and just wanted the product out. It was at that time that it came to light she was talking to her neighbor and thought that she overpaid for the product. What I believe happened is that she thought she could get a better deal from someone else and believed that according to the contract if she funded the loan and then asked for it to be removed using our money back guarantee then we could not charge her the interest and attorneys fees as stated in the contract and would be forced to remove the product with a full refund. I informed her that buyers remorse or thinking you paid too much is not a reason to enact the money back guarantee. Now that’s said, I also told her that if her neighbor would give her the quote that they had that I would be happy to lay our proposals next to each other to compare pricing apples to apples and I would match the price. If there were differences in the installation, product, warranty, or accessories those to be identified and shown what the cost difference would be if they had not included some of the things that we had done. She refused my offer to balance the air and price match and then had her brother and attorney contact me by phone and send me an email. We communicated a few times until he started asking me questions I was uncomfortable answering and let him know I would need to counsel with my attorney before answering his question. After that he asked to directly communicate with my attorney which is where we are at right now. My attorney has sent them a letter stating our case. After the letter was sent Miss [Member Name Removed] went on to complain everywhere she could think of online including the Better Business Bureau, Yelp, Angies List, Google, Facebook, and our certified partner Rosie on the house. My belief is that once she received a letter from my attorney her brother/attorney let her know that she has no case. I have yet to hear back from the customer or her attorney since the letter was sent other than for her to copy and paste the above review everywhere she could think of. Even still I am willing to meet with her and her brother if she is not comfortable meeting me without him to do a price match against the company that her neighbor used as well as balance the air. If there is a discrepancy in price it would be my pleasure to match so that she knows and is absolutely certain that she got the best deal around. That is the reason we have an apples to apples price match guarantee. We offer the best product at the most competitive price with the highest quality installation. That is why we are the number one rated company in Southern Arizona. When I was in the home she did mention the ladder. I attempted to find it amongst our guys and property and no one knew anything about it. I would be happy to compensate you for the ladder which you feel we accidentally took it. Mrs [Member Name Removed], Please call me. I would love to balance the air for you and match the price of the company you think gave your neighbor a better deal. -Andrew Dobbins
Evaporative Cooler Service.
Intelligent Design Cooling Heating & Plumbing is currently rated 4.7 overall out of 5.
Intelligent Design Cooling Heating & Plumbing is open:
Sunday: Open All Day
Monday: Open All Day
Tuesday: Open All Day
Wednesday: Open All Day
Thursday: Open All Day
Friday: Open All Day
Saturday: Open All Day
Intelligent Design Cooling Heating & Plumbing accepts the following forms of payment: Check, Visa, MasterCard, American Express, Discover, Financing Available
Yes, Intelligent Design Cooling Heating & Plumbing offers free project estimates.
Yes, Intelligent Design Cooling Heating & Plumbing offers eco-friendly accreditations.
Yes, Intelligent Design Cooling Heating & Plumbing offers a 5% senior discount.
Yes, Intelligent Design Cooling Heating & Plumbing offers emergency services.
Yes, Intelligent Design Cooling Heating & Plumbing offers warranties.
Intelligent Design Cooling Heating & Plumbing offers the following services: Air Conditioning, Heating & Plumbing Design, Repair, Maintenance, & Installation. Energy Audits. Duct Sealing, Insulation & Ductless Heat. Photovoltaic Solar Panels Design & Installation.
Evaporative Cooler Service.