Orangutan Home Services
Reviews and Complaints

Our A/C was purchased in Dec 2020 with Orangutan they service our unit every 6 mo they told us the unit was going out and repairing it would cost 4400 over the warranty and tried to sell us a new one which my elderly mother believed them. I got home in time to call them back advised we were getting two second opinions and both companies told us there wasn’t anything wrong with it. Management won’t call me back. So far it only cost us for getting the second opinion and now our unit looks like a child’s art project.

Update….management called (unfortunately I didn’t get to talk to him) he apologized to mom for the misunderstanding the tech should of said they recommend we get a new A/C.. They were just “recommending” we spend $25,000 on our perfectly working A/C

Oragantan HVAC cannot be trusted. As indicated below, they installed a OEM/variable speed blower motor at a cost of $1, 571 on July 31, 2021. Seventy eight (78) days later on October 18, 2021, due to the fact that the system wasn't blowing heated air, the Orangatan technician checked on the system and informed me that among other things, the "blower housing, wheel, and assembly needs cleaned. Dirt and debris in blower area will diminish total air volume unit can produce and cause heat exchange to over heat shut down and potentially not function." During a telephone conversation with the technician, I was informed that my unit could not be repaired, and recommended it be replaced. Since I recently had the blower motor replaced, I became suspicious, and made arrangements with another HVAC company to diagnose the problem. Subsequently, the other company repaired it by replacing a switch.

July 31, 2021 repair invoice:
Remove existing blower, install new OEM/variable speed blower motor and bracket if needed, test, and adjust wheel.
Flat Rate On-Site Diagnostic Fee
For each degree you set-back the temperature demand, you save approximately 3% on utility consumption. Using the programmable feature to automatically set-back the temperature when not needed can save you bundles.
1.00
1.00 1.00
$1, 492.00 $1, 492.00
$79.00 $79.00 $0.00 $0.00
Paid On Type
7/30/2021 Visa
Memo
Amount
"Ready for the Extremes of our Climate" Visit our web site at: OrangutanHomeServices.com Thank you for considering our bid. Acknowledgement: I acknowledge the previously authorized work has been completed to my satisfaction. I did not signed the acknowledgement nor did I receive the invoice until October 18, 2021 after I requested it. The total cost was $1, 571.00

October 18, 2021 invoice report:
Tenant, landlord, and home warrenty. Furnace does not function. 1) evap coil needs to be cleaned. Impacted evap coil will reduce air volume across heat exchange causing equipment to over heat and shut down. 2) blower housing, wheel, and assembly needs cleaned. Dirt and debris in blower area will diminish total air volume unit can produce and cause heat exchange to over heat shut down and potentially not function. 3) burner assembly not bolted down missallined. Thus is a safety issue combustion gasses may or may not flow properly with burner assembly in this condition. 4) inducer motor rubbing internally against heat exchange not pulling enuff air to satisfy pressure safety. Pressure safety valve ensures combustion gasses pass through heat exchange and out exhaust flue. Pressure safety valve is a functionality and safety component. Due to age and condition of equipment tech does not believe it to be safe or cost effective to repair. ORANGUTAN recomends unit be replaced.

What can I say about this outfit that hasn't already been said--I will simply add my objective view point. If Orangutan calls you and you are near the end of your service contract, hang up. Without failure, if you are under contract with Orangutan and they come out to service your A/C they WILL magically find something wrong. A capacitor is about to fail, or you need an anti-corrosion bar installed, or the unit has a recalled surge protector, or you have leaky ducts and need a $2500 aerosol glue sprayed in the ductwork, or your capacitor is bad, or you have corroded coils and you should replace the unit, or there is an issue with oil circulation in your compressor, or we think you have a potential leak and we can do a patch job with MagicFrost (but, we do recommend you replace the unit) and on and on (those a bit a few of the items / examples they have stated to me over the years). Some I am sure are correct and I did fix a few of the recommendations, but I always checked first with my much more mechanically inclined brother first. I will say that the cost for the work with Orangutan has always been excessive and I usually said thank you, but no thanks.

Holy smokes. I've been getting these types of 'issues' since the unit was installed 10 years old--it's an American Standard (a top brand and maker of Trane). They are a sales company first and foremost. Orangutan will try and extend your service with them through the extended service contract knowing full well this is an opportunity $$$ to reap the benefits later on. I finally reached the end of my service plan with Orangutan. After Orangutan came out to do my last service call, I was presented another bevy of stuff they recommended fixed.

I told the serviceman from Orangutan I would be getting a second opinion, which really got him angry and frustrated. The kicker--the Orangutan "service man" STRONGLY recommended I completely replace the unit, in writing, and gave me two quotes of $9, 300 and $10, 900. I stuck to my desire for a second opinion--wise choice.

I immediately called a guy my brother has been recommending for years. He came out that night at 7PM--surprised he would make a call so late, but he wanted to help me out. Virtually EVERYTHING Orangutan told me was wrong or needed fixing, the other company (single proprietor) refuted Orangutan's quote. Sure, he did find some issues and is coming out today to fix those he recommended. His estimate was $950 + 5-year service contract of $550, while Orangutans was $1900 + $700 for an extended service contract. And NONE of the things that Orangutan recommended were in his quote. He recommended to replace the condenser fan, a correction of the drain line, a correction to a water diverter where the unit connects to the A/C duct, coil cleaning, replacement of insulation, a hard start kit, and a few other items. He showed me tons of pictures and explained in detail why something needed to be fixed. The Orangutan's "serviceman" or salesman appeared to only want the big pay day.

The other service man reviewed the quotes from Orangutan--he laughed and said this unit has many years left with proper cleaning and maintenance. Lastly, the guy I called out after Orangutan came out to do my semi-annual check and clean asked me--"Did Orangutan say they cleaned the unit?". I said yes they did. They took the hose up on the roof. He then asked me how long they were up there--I said about 15 minutes. He said it simply looks like they sprayed inside and barely cleaned a thing, but not much else. He said it was not a well done cleaning of the unit. Well, there you go. Believe me when I tell you that Orangutan has some issues and they seem to be well documented in these reviews (and on Glassdoor and the BBB--many bad reviews and complaints that support my assertions of this company and its questionable business practices). That said, I have had a few good service repairman from Orangutan who seemed to want to do the right thing and were helpful and respectful, unfortunately, that has been the rare experience. I will not be renewing my service contract with Orangutan.

PS--I did some additional research. And I am amending a statement I made above. Orangutan did recommend a new OEM Hard Start Kit as did the second company. Orangutan's quote for this part is $575 (part and labor) and the other guy is installing it for $175 (part and labor included). Yes. That's right...the part for you and me is like $125 (Amazon--but definitely requires or should require a trained HVAC specialist), but for HVAC service companies it's less--don't know how much less, but it's definitely less. So...Orangutan is charging $400 more to replace the same part as the other guy. Wow!

I was called by someone representing Orangutan Home Services and offered a coil cleaning of our unit. Upon arrival the so called tech says he performed a checkup and no cleaning or any other service. Claimed the cleaning would be extra cost (not included) and tried to sell me 8 or 9 hundred dollars worth of needed service, a startup relay and a surge protector. I declined.

Unethical business practice for sure. WATCH OUT!

07/24/18 AC went out
07/25/18 appt scheduled for 12-5. Got a call at around 4pm that tech will not be able to make it until after 5pm. Rescheduled for 07/26/18, this caused an inconvenience due to the fact that I had to leave work early, just for no one to show up.
07/26/18 tech John shows up, says the coil needs to be replaced. Very pushy trying to sell new units rather than repair. Did not answer any questions. Acted as if he had no concern and just wanted me to pay. Didn't spend anytime looking over the out side unit he was sure it was the coil and just told me prices. Took a check for Freon for $490 since home warranty was covering everything except the freon in order for the coil to be ordered.
07/27/18 we had to call to find out if part has been ordered. Was told tech did not send info over to AHS (American Home Shield) for approval. We had to get AHS on 3 way to get it taken care of, unsure why I had to do my own foot work to insure my service call was being addressed. No professionalism or customer service, It is not the customers responsibility to make sure you guys are doing what you have been paid to do.
07/30/18 called to see when part will be available, was told AHS can give me an ETA. That same evening got AHS on the line, they said they have already authorized repairs. And it was up to the repair contractor to order the part once authorization was given.
07/31/18 Gal from AHS followed up with Orangutan in the AM, was told by Tiffany the part was expected to be in same day around 2pm and they would be calling me to schedule. In afternoon a guy called to schedule a tech out to my house the same day to get a part number. My wife asked why he needed a part number when it was suppose to be here today. He would not answer her, said she had to talk to Richard, the manager for AHS. My wife called Richard, he was very rude. Raised his voice at her in frustration when she was asking questions. Told her the tech screwed up and did not get the serial number and they have not even ordered the part yet.. I called in and requested to speak to a manager and was transferred to a guy named Moe, who didn't seem to know anything and didn't seem to have much leadership/managerial experience what so ever. He told me that he would get with Richard to find out what went wrong and he told me he would return my call once he knew what the issue was. I still haven't heard from Moe. That same evening a tech showed up (after my wife had to leave work early again). Did not have a ladder to get into the attic. Was not able to find a part number. Was frustrated he could not reach anyone in the office. I told him to "take the part, obviously it was not working anyways". He said he was only a maintenance guy and was not EPA certified to remove the part.
08/03/18 scheduled repair. Edwardo shows up with the wrong part! I was so disappointed at this point I asked to speak to a real manager, I spoke to Scott. I relayed my frustration to Scott and made him aware of the entire process. Scott couldn't speak for anyone other then himself and assured me that I would have air until the part arrived. However, Edwardo tried to fill the system for a temporary fix (which we were never offered previously Note the dates in question). Temp fix lasted about 12 hours due to the fact that the lines outside leaked all the refrigerant out from the hole in the cooling lines. Not necessarily just from my leaking coil.
08/07/18 repair finally complete, Edwardo was the third tech from your company to come out. He was the only one to take the time to actually inspect my system and show any concern that we had been without A/C for two weeks at this time. Edwardo is the only one that I have anything positive to say about.
This is the WORST customer service that i have ever experienced from anywhere. People have the right to be treated with courtesy, professionalism and sometimes a little empathy goes a long way. You should be ashamed of your performance, and I would hope that you take true measures to insure that no one in the valley gets treated as unprofessionally as we did.
Thank you
Matt Stewart

They have great customer service when they're trying to sell you something. We purchased two brand new Trane units in late May 2018, and now the downstairs unit has broken down. It needs a TXV part. We are under warranty (thankfully), so repair and labor will be free of charge.

There is also confusion about my Home Warranty company. Yes, we have American Home Shield, however, since we purchased the units direct from Orangutan, we are NOT using our home warranty company. I have to remind the admin staff of this every. single. time. I. call. I always get, "I can't help you. You need to call American Home Shield." *sigh*

Onto my problem:

I called about the downstairs unit's issue on Tuesday afternoon, July 17th. The gentleman came out and determined the cause of our troubles. Unfortunately, he did not have the part on him and had to place an order for it. I was told it would most likely be shipped and in stock within the next day. Sidenote: my father was extremely frustrated and was voicing his frustration and the gentleman kept saying how rude he was and because he was being rude, he didn't have to help.

Customer service 101 Pro Tip: When a customer is upset and venting, DO NOT MIRROR their behavior. It will only escalate tempers further. Show some compassion, and for God's sake, DO NOT HIT ON ME AS YOU'RE LEAVING--IT IS UNPROFESSIONAL. Yeah. I had to deal with that little nugget too.

Anyway--

I called all day Wednesday to get an ETA on the repair and I kept getting told that I need to speak with the Parts Manager, Tina. I could not get a hold of her all day and had to demand to speak with her, which I was finally able to in the late afternoon. She told me that if the part was on the 10:30 am truck, it would be repaired today (Thursday, July 19th); however if it was on the 2:30 pm truck, it would not be repaired until *maybe* Friday, July 20th. Tina stated she would call me in the morning at 10:30 to let me know.

Did she call me? No. So I called AGAIN at 11:45 today and was told that she would be calling me back. It's now 6:02 pm, and I highly doubt she'll be calling me. So needless to say, my repair isn't happening today.

Do you realize how hot it is in Arizona? It's over 100 degrees outside and about 90+ degree downstairs. My father has numerous medical problems and is on oxygen 24/7. This heat is HORRIBLE on him, his oxygen tanks, and concentrator. I will be filling a complaint with the Better Business Bureau.

Consumer Complaint
re: Orangutan Home Services
2922 S. Roosevelt Street
Tempe, AZ 852 85282
[protected]

From: Robert Morning Sky
4354 E. Muriel Drive
Phoenix, AZ 85032
[protected]

Gentlemen:
On June 19, 2017, the Orangutang Home Services company installed a new air-conditioning unit at the above home address.
On Sunday July 16, massive rainstorms hit our area and apparently most of Phoenix. That evening, a steady drip of rain began to fall from the AC register in the main halway in the center of our house. We placed pots where the water was falling quickly enough that we did not suffer damage to our carpeting. The quantity of water was not massive but it was enough to fill up three-plus pots plus of water.
On Monday morning, July 17, I called Orangutang home services at 9:02 in the morning advising them we had suffered a leak during the rainstorm the previous night. Later that morning, a tech named John arrived, inspected the hallway register and then climbed into our attic. He could find nothing wrong with the venting from the roof to the hallway ceiling. He examined the AC unit on the roof itself and could find nothing wrong. He advised a man named Pete would call and would see what he could find.
On Wednesday morning, July 19, two days later at around 8:30 a.m., Pete arrived and climbed on the roof. He was on the roof for a very short period of time and when I heard him coming down I went outside to see what he had found. He invited me onto the roof and I did, in fact, climb to onto the roof to see for myself what he had found.
He pointed to the rubber sealant bead on the east side of the vent that is built into the roof. This built-in vent accepts new venting from the AC and new venting rising up through the attic from the central hallway register. A small bead of rubber sealant is applied to the point where the vent enters the roof. Pete pointed out there appeared to be a small crack in the sealant. He then advised it was such a small and simple repair I could do so myself with a can of new rubber sealant. When I asked if he could have someone come out to take care of the small repair, he refused. He told me the company was not responsible for the crack in the sealant.
I asked if the removal of the old AC unit with a crane (obviously heavy and on the roof) and the placement of the new AC unit with a crane might not have caused a shifting of the roof vent which might have cracked the sealant. He adamantly denied there could have been any damage done by his company to the rubber sealant during the new installation. I asked if the jostling and manipulation to install new rooftop venting, the jostling and manipulation to install new attic venting, and the possibility the company’s three technicians might have stepped on or bumped the roof vent could have caused the small crack in the sealant. He once again vehemently denied it was not possible, his company was not responsible. As we were descending, I once again asked if his company would not send out a technician to repair such ‘small damage to the sealant’ (his words). He insisted simple weathering caused the problem. For the record, prior to the installation we have never had a rain leak. Fortunately, since the installation of the new unit, we had not had any rainstorms hit our area. However, he again, for the third time, insisted his company was not responsible and he would not send anyone out.
On his departure, I immediately called (8:54 a.m.) the company’s central number [protected]) and asked to speak to a supervisor because I had a complaint. The woman who answered advised the managers were in a meeting and they would return my call in the next less than half hour. I received no phone call.
At 10:06, I called back, asking to speak to a supervisor because I had a complaint. A gentleman named George advised no supervisor was available. I asked him to make sure our conversation was being recorded so that I could register my complaint. When he advised I was being recorded, I began to express my complete frustration with the company’s refusal to make a simple service call to make a minor repair. My roof was leaking, it was clearly their fault and they were not willing to do anything. I will admit I was getting angrier and angrier as I spoke and asked, admittedly heatedly, to speak to a supervisor once again.
It is now three days later and I have received no phone call from any company representative and no supervisor. As I am writing this letter in the afternoon, there is thunder in the distance and rain appears imminent. Yesterday, I climbed up on the roof and applied a new sealant myself. It took minutes and essentially cost pennies. Hopefully, that is the problem. If the rain causes a drip again, I cannot imagine what excuse the company will come up with if their ‘not responsible diagnosis’ about the problem is wrong.
That a major AC company would refuse to provide such a simple repair for its so-called ‘valued’ customers, speaks with extraordinary intensity and extreme disregard. Not even as a simple courtesy for the sake of good will would this company offer to make the repair and they have even refused to call me for any reason.
Gentlemen, please, I find it highly unlikely I am the only one who has suffered such deplorable customer service and treatment. I have placed my complaint on Yelp and will be contacting as many consumer advocacy groups, including the Better Business Bureau and the Attorney General, in the hopes something can be done about the horrific practices (over such a minor issue) this company is demonstrating.
Please help put a stop to this self-serving, customer-ignoring company.

Robert Morning Sky
[protected]
[protected]@robertmorningsky.com

P.S. – The individual who inspected the roof and pronounced his company was not responsible was Mr. Peter Hilsenbeck, Roofing Division Manager.

In addition, it is now July 22. No one has called or responded to my complaint filed July 19. This afternoon, it rained and my roof is still leaking. This company is absolutely disreputable and should be put out of business.

I had a new AC unit installed on 8/21/2013 by Orangutan Home Services. With the purchase of the new unit they threw in a 3 year home maintenance plan for free. Every 6 months they came out and checked my units and I never has ant issues. The last routine check on 6/23/2016 I was told by Cody Burdick that the coil in my Lennox unit was leaking and needed to be replaced. I didn't care, the unit held a 5 year warranty so they just needed to fix it. I was informed there was a lawsuit against Lennox due to them knowing they sold units with faulty coils and I would have to pay $750 out of pocket to get the coil replaced and enter in to the class action lawsuit. He said this was the only way they could fix the unit and I would be reimbursed within 4-6 weeks. So stupid me I paid them, entered into the lawsuit and here we are 1 year later and I still have not been reimbursed. Well guess what, my Lennox unit went down again last night. I had Pro Air Solutions come out to fix it since they are an authorized Lennox dealer. I asked him about the class action lawsuit against Lennox and told him I was involved in it. He then informed me that my particular unit was not a part of the lawsuit, that they had fixed the coil issue by then! So Cody from Orangutan LIED to me, took $750 of my money that I will never get it back because there was never an issue with my coil! HORRIBLE COMPANY TO DEAL WITH, never again will I use them and I will tell everyone I know or talk to at work (I work in retail so I talk to a lot of people) what a joke this company is.

My system was purchased through Home Depot on 9/12/09. I did not have issues with Orangutan's service until May 2015. I'm now convinced after my investigation of what happened, that one of two things took place: There was an outright attempt to run up repairs to my unit, or: (2) The servicemen who worked for Orangutan were completely incompetent. I had a regular maintenance check performed on 5/13/15. I have a split system and the serviceman hosed down the outside unit which contains the heat pump and condenser coil, turned on the system and began his check. He came in and told me that I had a problem, the system was low on Freon. He proceeded to remove the panel from in front of the A coil and showed me a valve which was frozen over and said that was because I was low on Freon. He didn't have any Freon and would have to call another serviceman. Enter serviceman #2. This man performed a leak search and identified the problem as a bad accumulator. He said; "See you can see the oil under the accumulator". I told him that was water from the hose down of the other serviceman. He stated no it's oil, because water would have evaporated. I told him to order the parts and fix the unit since I had a home warranty and service agreement. He did and I agreed to have the work performed and gave him $529 which was half my cost. The total charge was over $3700. $2700 to Warranty and $1058 to me. I cancelled this order when I discovered how excessive these charges were. Orangutan wanted to charge me $308 for performing the leak test. I shutdown the system, protested the charge through my credit card company (Orangutan never got a penny)and left for Michigan. I called Orangutan on 11/13/15 and said I had some questions about charging my system to monitor a Freon leak. I was told that the system could not be charged since a leak had been found. It was against the EPA regulations to charge systems using R-22 when a leak was found. I then asked if I could be bought out of my remaining years of warranty and service agreement. I was told no but $200 would be taken off the charge if I proceeded with the work. On 11/16/15, I called another serviceman to check my system. He checked the system and told me there was nothing wrong. The system was operating properly (invoice available if needed). I told him what happened and he told me the first serviceman in May should not have hosed the system down first, because it would cause the frosting I saw. That's the last thing he should have down. In addition leak testing is not a way to properly test for leaks outside. A breeze could set off the detector. In summary, excessive charges for work that did not have to be performed. On to Home Depot.

My sister lives in flat and recently she has noticed that the cooling system hasn’t worked properly. After that she called to Orangutan Home Services. They came and checked the cooling system, but three days after the inspection, she got the bill. It stated that she needed to pay about $1, 500 for the services and inspection. WTF? She read what they wrote in the letter and was surprised to find out that she didn’t get these services at all. Beware.

We have bought some parts for the house from Orangutan Home Service. We placed the order, but no one told us when we would get the order. We called to this company, but we only waited on the phone, because no one picked it. When the rep finally replied to our phone call, he told that he couldn’t find another guy, who made the order and therefore he knew nothing about my order. Disaster.

Our desired resolution is to receive our 2, 600.00 back from the company since we should not have had to pay it in the first place. All dates are listed below. I have invoices from Orangutan and Ocean Air that I can provide, but I am not able to attach them because they are in PDF format and I am unsure how to convert them. I am more than happy to email them if you need it. History of interactions with Orangutan Home Services: Pre - 6/17/15: we were contacted by Oraganutan Home Services and offered a A/C check up and service for 37.00 which included the coil flush. We set up the appointment for 6/17/15. 6/17/15: The technician (Jon H) completed the service and asked if we would like to purchase the 1 year service agreement which would include a variety of items such as a free annual A/C check, annual Heating check and Plumbing check. We were not advised of any terms if the product is cancelled. All interactions were completed over the phone and paperwork was presented to our renter. The technician also advised that our condensation line would need to be replaced as it was clogged and required a complete replacement. Our understanding of this transaction is that we were paying 37.00 for the visit, 207.00 for the 1 year service agreement and 103.00 for the PVC pipe replacement for a total of 347.00. The invoice shows completely different figures outside of the total which do not add up no matter how you try to add them up. Pre - 8/12/15: Our renter advised the A/C was not cooling so I set up an appointment for 8/12/15. 8/12/15: The technician (Joe Warner) advised the reversing valve was broken and requires replacement. He stated that this was due to the manufacturer welding the part incorrectly. I specifically asked him if this was covered under our warranty to which he replied that it was no longer covered. He stated that he had already called and discussed it with the warranty company and it was not covered at all. He advised it would be 2, 600.00 due to the difficulty of replacing the part. We were charged 80.00 for this visit which we were told would go towards the cost of the repair. We would like this charge refunded as well since it should have been included in the cost of the total 2600.00 repair. We later called Joe back and advised to proceed with the repair and provided my credit card information for the charges as he advised they could not order the part until the repair was paid for. An appointment was scheduled for 8/14 between 8-10am 8/14/15: The technician (No invoice received) came to repair the unit but advised he could not complete the repair due to not having enough welding supplies. Technician advised someone would be out the next day. Technician did not arrive until well after dark which was about 7-8 pm. 8/15/15: My renter called into find out when a technician would be back to complete the repairs and he was advised between 5-10pm. This was of course extremely frustrating since we were enduring record high temperatures and my renter has animals that need to be kept cool. I called Oragutan myself and they advised the appointment was between 3-8pm. I asked to speak to a manager and they advised he was out to lunch. He would be back by 12pm. I called back at 12:30pm and the agent that answered the phone advised the manager had left for the day. When I questioned this she said the parts manager had left but that the customer service manager was there but not available. She advised that he would call me back. The customer service on this day was completely unacceptable. The technician finally showed up late in the day to complete the repairs, but he was unable to complete the work as he was out of coolant. My renter called the initial technician Joe Warner to complain and he had someone come out later that day to add coolant. The invoice advises that the reversing valve was installed but there is no price listed for how much this cost. Invoice states unit is working correctly, but this is incorrect as they identified at the time that the fan was not shutting off, they would have someone come back out to repair. 8/17/15: Service scheduled for 4-8pm. Technician (Broc N) looked at the unit to identify why it was not working properly and stated that the reversing valve was wired incorrectly which is why the fan was not shutting off. He stated that a Sr. Technician would need to re-wire as he was newer to the job. Broc also identified that the condensation line was backing up and leaking into the closet. I advised they had just rebuilt it two months ago so there is no reason it should be backing up. He said that it was done incorrectly and that he fixed it so that it would drain properly. We received an invoice with no dollar amount of any repairs. Invoice says “have service tomorrow, found low voltage issue” the rest of the information is illegible. I also called the customer service manager back ands spoke with Elvis. I went over all the issues I had with the technicians and the customer service reps and advised that I wanted my money back for the 1 year service agreement. He advised he would speak with his manager and get back to me. Shannon, the customer service supervisor, call me back later in the day and advised they would not reimburse the 207.00 for the 1 year service plan due to work already completed. I advised I did not agree to any of the work that was done outside of the 37.00 service and coil wash. The technician did not advise it would be extra to have an indoor coil wash, nor did I know there was an indoor vs. outdoor coil wash to be done. I was advised I was paying for the 37.00 maintenance, the PVC repair and the 207.00 1 year plan. Shannon advised she would listen to the calls and call me back the next day. 8/18/15: I spoke to Shannon who apologized profusely for the lack of customer service I received from their customer service representatives on 8/15. She asked what she could to do help us. I advised I want the unit fixed and I want my 207.00 reimbursed. She advised she would speak to her manager and get back to me. Shannon called back and advised her manager would not refund the 207.00. I asked to speak to this manager. She stated he would call back. Jim Klehr called back. After much argument around why I should not pay the 207.00 he advised that he would reimburse. We have not seen these funds returned to this day and will be filing another complaint on this charge which was made on my husband, Jeremy Jasperson’s, account. The call should have been recorded with Jim Klehr on the company’s end with him stating he would refund the 207.00. Technician (Javante) looked at the unit and advised that he re-wired the reversing valve but the fan is still not shutting off due to a short in the thermostat wiring. He stated this would cost an additional 350.00. I advised I would not pay for this repair and do not trust the validity of their information. I advised that I hope he was happy with the quality of work that he provided as I would be sending out another company and if I found any fraudulent behavior that I would report it. Javante left without providing an invoice. 8/20/15: Mike from Ocean Air came to the property to look at the unit and identify why the fan would not shut off. He advised the low voltage wiring was incorrect. He properly re-wired it and the unit is working properly. He also advised that the reason the unit is not draining properly is due to it not being level when installed. Therefor Orangutan also charged us the 103.00 to replace the PVC pipe when it was not necessary and only made the problem worse to where we now have to replace the drywall in the closet and may have mold issues in the near future. 9/3/15: After being able to go back out to the rental property and obtain the unit’s model and serial number I was able to call into Goodman to obtain warranty information, The representative that I spoke to, Summer Kugler, advised that this repair for the reversing valve should have been 100% covered with parts and labor. There should have not been any charge to us. Summer attempted to call Orangutan Home Services to identify why we were charged but was not able to speak to anyone directly. I am currently waiting on a call back from Summer and will be following up today. As you can see this company fraudulently charged us for repairs that should have been covered under warranty, charged us for repairs that were unnecessary (PVC pipe) and then purposely wired parts incorrectly so they could attempt to charge us for additional necessary repairs (thermostat wiring). We would like to receive the full 2, 600 back from his company as we never should have been charged for it int he first place. We would also like to receive the 207.00 1 year warranty as we will no longer be using their services due to their complete and utter lack of honesty, integrity and customer service. 9/24 Update: We have received a check in the amount of 207.00 from Orangutan Home Services for the 1 year service contract. Summer has not been able to reach a resolution with Orangutan Home Services at this time. I called Orangutan Home Services today, spoke to Moe and explained the situation. He asked me to fax over the warranty information so that he could speak with Jim Klehr and will call me back. 9/25 - Fax machine was not working properly and could not fax information. 9/27- Faxed information to Moe 9/29 - 10:30 am Have not received return phone call from Moe. Called to confirm he received fax, was immediately advised he was not in the office, but will be back in an hour. The customer service rep who answered the phone told me to call back. I was advised there is no voice mail set up for the managers. 11:35am - Called back and asked to speak to Moe. They immediately advised he was out of the office and I would need to call back. 12:45pm - Called back and asked to speak to Moe. They requested my account information because they could not transfer the call until they had it. I provided it and was put on hold. When the rep returned they said Moe was out of the office and that they would take my name and number to have him call back. I did not receive a return phone call. Sent email to Summer with Goodman following up on status of her research with Orangutan 9/30- No phone call received at this time from Moe. Received email from Summer Kugler advising she was out of the office. She has not received any calls back from Orangutan and will be following up today.

I have a 5 yr maintenance contract with Orangutan Home Services to service my AC and heating units 2 times per year. The units are old and I generally expect some type of part replacement. Today (09/04/2015) they came to do my annual summer maintenance (they didn't call me for the winter maintenance...). The Tech showed up roughly 1 hour late and went about checking and testing AC components. About 30 minutes into the testing he told me the contacts on my AC were bad. Understanding that these types of things wear out I asked how much to replace them? He said 2 units would be $360. I kind of blew a gasket but calmed down knowing that stuff does get old. I went ahead and approved the replacement. After he left, I checked the price of the part and it was $21.52 from the original manufacturer what means I paid over $300 dollars for labor. I think this is obscene! I looked at a few YouTube videos and these components are very easy to replace provided you follow the instructions. After the contacts were replaced he also told me a capacitor needed to be replace for the price of $99.00. The part original part only costs $7.50. I don't mind paying for this type of service but I hate to get Screwed which is how I feel. There should be some type of regulation on this type of practice

May 27, 2015 1st. service call to/from Orangutan. I stated both to tech and service call gal--- My trane was making a grinding sound when it first started up. Service gal—stated it would be a $49. Service call.
Tech came and looked at the unit—said the sound was due to older age—and it warming up. But the condensers were running a little high, but with in range this could mean they were starting to go out. But due to the warranty--- if I wanted them replaced now it would cost--- Then told me the service call was $79. I told him the office said it would be $49. He said ok.
June 16— I received a call from my daughter at 10 PM stating the A/C was blowing hot air. (I was visiting my son in Louisiana.
June 17th I called Orangutan for a service call--- they would be out from 12 – 5.. didn’t show up until 5:30 ish--- tech said everything was normal to speck. Later around 9 pm I receive another call from daughter who said hot air coming out.
June. 18th Called again. Tech came around 1pm --- stated the condensers were out. My daughter heard him speaking to service department about the parts, and what was needed.
June 19th I called Orangutan office to see the update or status--- called several times.. long wait times, or I would get a call back never got call backs.. Parts dept. never called me back
Mon June 22—Still no word—left messages and calls all day I gave them my cell phone # and was told parts would give me a call. Boarding plane—I got a hold of a gal who stated it would take 5 to 10 days to get my part here. This was at 3:45 AZ time. I was unaware that the parts guy called earlier to let me know the part was ordered and it would be in with in 5 days. I still have the message on my answering machine. I didn’t get this message until I got home.
June 23—Started calling Trane and emailing asking why it takes so long for a part to be shipped/ I emailed or called every day to Trane. Because I was told it was Trane’s fault.
June 24 I was told about a portable unit—and they would give me a call--- no call back.
June 25th I called again and spoke to Tina and she had someone would bring it out after 5. Still no undate.
June 26th no call or update
June 29th I didn’t call but continued to email my daily complaint to Trane about their shipping.
June 30th Called about 9 for an update and was promised a return call--- called back around 2--- and was told about your parts guy quitting. While I was waiting I could hear someone say—Do you want me to hang up on her?
So after completing the call. I thought about it—and drove down for answers. When I arrived I spoke to Terry—the new parts guy and asked what was the status of my part. He could not tell me, and explained the events. But was going to do everything in his power to get the part.
Received a call after 4 from Terry’s son—stating they were working on it.
July 1 received a call from Tina—asking what time on Thursday was ok for my part to be installed. I said 8- 10 she said it would happen.. Then Terry got on the line and joked about a chocolate cake—so I did bring him some homemade jam that day.
July 2 Thursday morning I get a call from Tina—stating the appointment had to be changed—as the tech worked most of the night. So he would be there until 3-5 The tech showed up around 5:30 couldn’t put the parts in--- as one was wrong—and he found I needed a fan—(was this the grinding sound I reported in May?) but would be back in the morning. He was the same tech who came out on June 17th and said everything was in working order. I didn’t find this out until July 6,
July 3 Three guys showed up to install the parts. 2 ½ hours later, the tech stated—the fan motor is out—and they don’t have a Trane fan motor—so installed another one to get by with—but put in the fan and the two condensers. He said it should work.. At that point I gave back the portable.. Two hours later at 2 pm. the house was the same temp.. Called Tina and she sent the tech back. He stated the motor wasn’t strong enough to pull the intake air like the trane—so the condensers keep freezing up.. I was instructed to run the ac for 45 minutes and let it rest for 15 I did this until 9 pm..
Spoke to Tina around 4 pm to explain the problem she said she was working on Saturday and to call her if I didn’t her from her by 8..
July 4th I called and she told me--- I had a service call from 3- 5 on Monday to put in the fan motor. And I said why can’t I have 8-10 and she said this was the only time.
She did bring by another portable ac unit.
8:30 pm I shut down the ac on Friday but heard motor noise from my ac unit on Saturday. I went out and turned the breaker off at the breaker box. My neighbor helped me do this. As there shouldn’t have been a motor running unless something was over ridden by the tech on Friday.
July 6 about 9:30 I call to confirm the appointment—only to be told there was no appointment today. I asked to speak to Tina.. and she stated she never said I had an appoint on Monday. At that point I said Bull @#$$, you did too. I wrote it down . I also stated I am going to the different news station about this, calling Trane, and putting it on social media.. I am done with this unacceptable business practice. I hate listening to the false messages on the phone as I wait for someone to help me. This has been a nightmare. I bought my unit through American Home Service—which is now Orangutan. I bought the best and spent top dollar.
July 6 around 4:30 a tech came to finish the job. He was the best. What concerns me is the unethical practices of Orangutan Home Service. The lying and the events that took place between June 17th until July 6 th.

My AC has been out for 5 days. On day one, I asked for a portable AC unit as soon as we found out that a part would have to be ordered. Orangutan's response was that since the part had been ordered, they were not responsible for supplying alternate AC. I have called every day since to follow up on the status of this and have gotten the run around each time. My house was 91 degrees at night. I have had to move my dogs out of the house because they have stopped eating and are vomiting because of the extreme heat. The service is unacceptable and the customer service from Orangutan is DISGUSTING.

A routine A/C spring check-up led to the sale of several parts including a "hard start" and a PMA for a total of over $900 in May 2009. A system failure in May 2010 led to a new compressor (including an additional 5 year manufacturer's warranty) for a total of nearly $3200. A routine PMA in June 2011 ended up with a new capacitor and the tech telling me that the wrong "hard start" was installed in May 2009 and that is was improperly installed. In July the system again failed. This time there was an electrical wire completely burned through and the tech was only interested in selling me a new HVAC system (an over-priced, non-specific 13 seer system). He gruff and rude and basically blew off the warrantied compressor. He offered only to replace the burned wire to keep the A/C running for "5 minutes or 5 hours." I ended up buying a totally new system from a different contractor. Orangutan appears interested only in selling expensive parts and worthless PMA contracts. Their techs are a mixed bag, some being VERY unprofessional and gruff. I found this outfit at Home Depot, and I'm sorry that I ever started up with them.