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Complaint Details
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Initial Complaint
03/22/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On Monday, March 18th, Safari Home Services (**** and ****) installed an A/C unit in my home. Unfortunately, they left big holes in the walls and the installed thermostat is falling off the wall. In addition, they were leaving WITHOUT telling me that they DAMAGED my wall and the A/C was stuck on 80! Also, they left openings around the air handler and the A/C continued to leak and shut the A/C system down! When I questioned about the **** rating sticker on A/C condenser being 13.8 instead 16 ****, ********* had the technicians remove the sticker! Then, ********* (Office Manager) asked me NOT to file a complaint until Friday so that ****** could have the opportunity to come out and repair the MAJOR issues. Today (Friday morning), ********* sent me a text that ****** is NOT coming! I paid $6500 for SUBSTANDARD work and POOR customer service! To that end, as an educator, I definitely will be sharing this nightmare with media, students, neighbors, friends, family, and colleagues!
Business response
04/01/2024
At Safari Home Services, we strive to provide every customer with the best possible experience. Every once in a while, we fall short of our goal. We recognize with **************' installation there were areas we could improve. With regard to the installation issues such as the hole in the wall and thermostat etc., an appointment was set for ************************* to meet with ************** on 3/22/24 to address all of his concerns. I asked ************** to wait until that time before filing any complaints so we could correct any issues. Safari Home Services stands behind our products/service and I attempted to reassure ************** as such. Unfortunately, the day of the meeting ****** was ill, and I texted ************** to see if we could reschedule at his convenience. I also spoke with him at that time, and we did not set another meeting due to his schedule. He was upset and filed the complaint. Again, on March 25th I reached out to the customer to set an appointment, however he indicated that the week of March 25th was a holy week for him, and he did not want to set any appointments. He did not indicate any time he would be available the following week.
This morning 4/1/24, I reached out via text to set another appointment with ************** to rectify any issues as I know he works in a school. He responded and we now have an appointment set this week for Wednesday evening.
With regard to the sticker and capacity of his unit, the green ****** Guide sticker is not the one that usually remains on any AC unit. I explained to ************** both verbally and via email that the **** rating is a combination of both the condenser and air handler and sent him documentation showing such. It also states directly on the green ****** Guide sticker (which he provided a copy of in his complaint) that his unit may have a higher **** based on the coil installed. Both his air handler and condenser should have model/serial number stickers on them from the manufacturer. I registered his unit with ***** and emailed him his warranty certificate.
We welcome the opportunity to show ************** that we are a company that stands behind our work.Initial Complaint
07/06/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My complaint is with Safari home services five years ago I had a new air conditioner installed by Safari Home Services at the time one of the major selling points was that it comes with a 10 year warranty no out-of-pocket I was told purchasing this air conditioner would give me 10 years of service where I wouldn't have to pay for anything but maintenance which of course I expect . Roughly a week ago my maintenance provider which is a different provider because they are closer to home I wanted a local maintenance provider for my air conditioner because Safari is in Punta Gorda which I think was too far to to rely on if there was an emergency I want someone closer by my residence. So I had another company Scotties air-conditioning come to do the routine maintenance and to replace our UV bulb and while replacing the UV bulb the service tech noticed a leak and determined that it was an evaporator coil leak. Well needless to say that led to me trying to determine who would do the work Scottie's Air conditioning told me in order for me to get the advantage of my warranty I needed to go to the installer and take advantage of my warranty for which I did I called Home Services she told me I did have a 10 year parts and labor warranty but she gave me an estimate of $2250.50 for the repairs. I was totally shocked by that amount and when I asked why $2250 what I have a parts and labor warranty and was told there would be no cost to me for repairs she said that cost is primarily a fee charged for the warranty and then the rest of the amount which comes to about $2000 would be for the refrigerant that had to be replaced . Well I could not agreed to that and I went to a different air conditioner company to see what they charged and they wanted to charge $1600 but again they could not honor the labor warranty but they would charge $1600 for labor. I just feel I was misled with the purchase of the air conditioner feeling that the amount would cover labor and parts.Business response
08/25/2022
Business Response /* (1000, 9, 2022/08/11) */ We are sorry to hear your concerns about Safari Home Services. We had not been to your home in quite a while to service your air conditioner as you chose to use another company for service. When you recently contacted our office, you indicated the other company was at your home to do maintenance and said you should replace the coil because it is leaking. However, your air conditioner was running and cooling properly. You wanted to replace the coil as a preventative. The manufacturer does not warranty preventative measures. We offered to have one of our technicians come to do an evaluation as we do not take the diagnosis of another company. We also do not recommend replacing a coil as a preventative measure. Normally, when there is a leak in the evaporator coil, a unit stops cooling. Per our conversation, your ac is working fine. Your air conditioner came with a 10-year Manufacturer parts/labor warranty. This warranty does not cover items such as a Warranty Processing Fee or Refrigerant. Nor does it cover preventative replacement of system components. It is always our goal to provide the best possible service to our customers. We welcome the opportunity to discuss this situation further with you. Please call our office at (XXX) XXX-XXXX.
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