ComplaintsforAdirondack Services, LLC

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On august 13 2023 my mothers outside air conditioning unit stopped working I called this trane dealer requesting a repair and they said it would be a $289 service call to come out, according to my warranty I know I have to pay the after hours call and I agreed to the price, technician came out and said it was a bad capacitor I showed him paperwork I had and he said the warranty was a hassle and said it would cost $659.12 my mother is 84 years old and desperately needed her air conditioner so I was forced to pay that amount. I called trane directly and they said I have a valid warranty and that was a very high price I called office and somebody was supposed to call me back and they never did I would like a refund back because they charged me $350 just for parts and $309 for service call.

  

  Business response

  09/06/2023

  The charges was for the labor to install 2 capacitors, to order replacement capacitors through Trane, to process the warranty paperwork and for a 1 year labor warranty. 

  Trane does not cover after hours service and does not pay for the 3 hours involved in ordering the parts, picking up the parts and installing the parts.  Adirondack Services backs up our work with a labor warranty and trane does not pay for or cover this labor warranty. 

• Initial Complaint

  07/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company charged $400 for a part that is covered under warranty. My AC unit is 2.5 years old with a 10 year warranty on defective parts. Was told they would cover the part under warranty, but I would have to wait 2 weeks to a month for the part to come in and go without *** They had the part on the truck and I told them to install it, I need the *** They should have charged for labor and installed the part for free (no charge for part) and returned the the defective part to the manufacturer for there reimbursement of the part they replaced. When you go to a car dealer for a defective part replacement you don't pay for the defective part under warranty. They are a dealer for the manufacturer and should honor that warranty in the same manner. The dealer is supposed to return the defective part back to the manufacturer for reimbursement on the part.

  

  Business response

  07/21/2023

  *****, 

  We refunded an agreed on amount. Please remove this complaint. 

  ********************* - Owner 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 9/16/22, I was quoted $957.65 labor for warranty work on my A/C. This was in addition to the $95.23 fee paid for the service call. The work was to be completed on 9/20. Per the manufacturer's warranty, I was only responsible for the labor (in the amount above) and not for the part replacement cost (roughly $100). After the weekend, on 9/19 I considered the fee to be exorbitant and requested my service to be canceled at that time. I was informed that, per the contract, there would be a 25% "restocking fee" for all purchases and I would be charged $239.41 for said "restocking". After inquiring about how it is possible, let alone to quantify, the restocking of labor, the associate became belligerent and refused to accept my counter offer of paying 25% of his cost for ordering the replacement part to be used. As the conversation escalated, litigation was mentioned. He responded by saying, "Go ahead and file a complaint with your bank. We'll win. We've got lawyers too." He then threatened to withhold all money paid and not just the aforementioned $239.41. He said, "We'll see what happens." The conversation ended with the associate hanging up the phone shortly thereafter. I was unable to make successful contact again as follow up calls went unreturned. I was eventually returned some of my money paid, but not the $239.41 "restocking fee" for labor.

  

  Business response

  11/10/2022

  Thank you for your communication. 

  When you paid, signed and agreed to have your coil changed, We then pay our staff to order and pick up your coil. When you cancel your order, We then have to pay our staff to return your coil. The restocking fee is in our contract for this reason. We do not and cannot order parts without a signed contract and a deposit, because we cannot run around for free. Your credit card company also sided with Adirondack Services when you attempted to dispute the charges. 

  If it helps you out - We would be willing to put your restocking fee toward the cost your coil replacement. 

  ********************* - Owner

  Customer response

  11/10/2022

   
  Complaint: 18382686
  
  I am rejecting this response because: Although restocking fees are common, they are NEVER charged on a percentage basis. Restocking fees are usually a fixed cost simply for the reasons the business posted above... the labor cost involved for restocking is a set (fixed) amount.  For example: If I order a $20,000 a/c unit that includes new wiring, ducting, and install labor only to cancel the job more than 24 hours prior to any service being completed, Adirondack believes I would still be charged $5,000 (25%). How does this make any sense? Also, I find it highly implausible that the restocking labor of a small part should cost nearly 2.5 TIMES the cost involved with a service checkup, which actually involved time, gas, tools, technology, and skilled labor. This, at best, is highly unethical.  And, and worst, deceptive and misleading. 
  
  Sincerely,
  
  ***********************

  

  Business response

  11/11/2022

  *****, 

  You have no clue what it cost to do business in the **** industry, and I'm not here to give you a free education. We have a contract to protect you as the home owner and us as the business.

  You signed this contract and as an adult you should easily understand your responsibilities. 

  We would be more than willing to charge you an hourly rate or a flat fee. 

  3 hours x ****** = $375.00

  Flat fee: $375.00 

  Customer response

  11/14/2022

   
  Complaint: 18382686
  
  I am rejecting this response because:

  ****, it is quite presumptuous on your part to assume my knowledge of the **** business or my desire for an "education". But I do know what a condescending tone is, and it's seldom accompanied with good business ethics.  Now, where to begin? First off, your job quoted on the contract was for 2 hours, not 3. So I'm not sure of the relevance in the hourly vs flat rate quote of a 3 hour job. But if we were to use your math,  I would've been billed $250 for the 2 hour job, NOT $957.65. Also, the sentence of the contract referencing a 25% restocking fee (that you feel ALSO applies to labor) continues on with "no returns over 30 days old, no return on electrical items." There is zero specific mention of labor being subject to a restocking fee, but there is a reference to "items" i.e. parts. This would be an easy inference into ONLY parts restocked being subjected to fees, NOT labor which cannot be "returned after 30 days" nor is it an "electrical item". I would also like you to IMMEDIATELY remove my home address from any and all review sites that you or your subsequent respondent added. I view this as DOXXING and a blatant attempt to intimidate.  This formally serves as your CEASE AND DESIST NOTICE. Your immediate compliance in this matter is appreciated. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  06/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please see attachments

  

  Business response

  06/20/2022

  Business Response /* (1000, 5, 2022/06/01) */ ***** ******* was emailed on May 10th, 2022 at 5:11 pm by Adirondack Services with a request to pick a date. She responded to the email without picking a date. We have availability tomorrow 6/2/22 to perform the work. Please call XXX-XXX-XXXX to schedule. Consumer Response /* (3000, 7, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Adirondack is not addressing how they will resolve the issues with our AC unit. We can certainly provide a date and time we are available for Adirondack to come to our home. Before scheduling another service, we need to know what they are going to do when they come to our home and if they are going to charge additional fees. Business Response /* (4000, 9, 2022/06/02) */ Adirondack Services will take care of the items listed by the city/ county inspector at no charge. Please call XXX-XXX-XXXX to schedule. Consumer Response /* (3000, 11, 2022/06/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Adirondack is not addressing our main issue. The AC unit Adirondack installed in our home on 4/20/2022 does not cool our home and doesn't remove humidity. Our previous unit cooled our home and removed humidity better than the new AC their company installed. What is the resolution Adirondack will do on their part to have the new AC work? As the consumer we fully paid in good faith and want what we paid for, an AC that cools our home. Business Response /* (4000, 13, 2022/06/06) */ Please send a picture of the humidity and temperature reading. Consumer Response /* (3000, 15, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The AC unit is running 24/7. The humidity level is 76% and the unit cannot maintain temperature. Humidity this high in your home is a health concern. It can cause mold and mildew, damage the paint on our walls, damage our furniture, and the list goes on. Healthy humidity levels are 40-60% and we are significantly over 60%. Our home already smells musty. I'm concerned for our health, our child's health, and our pets health. Business Response /* (4000, 17, 2022/06/07) */ Please Call to set up service as soon as possible. We would like to test the humidity with our sensors and make any necessary adjustments to the system to help control humidity.

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