Revival Energy LLC Oregon
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Central Air Conditioning Installation or Replacement
I had someone come out to my house and do an inspection and replacement of my HVAC system. They service technician was friendly and informative. He said he would follow up with a quote for the entire system then I never heard back from them. I ended up going with someone else who had better customer service. Thanks but no thanks.Dec 17, 2018VerifiedRevival Energy LLC Oregon's reply
After a full review of the circumstances I have concluded we did not send an estimate to the customer as was stated. We are in the customer care business and we apologize for falling short of our company's commitment to provide excellent communications. Our culture is to use situations like this to improve our processes. We appreciate your feedback. Revival Energy
Central Air Conditioning Installation or Replacement
I really appreciate the responsiveness and punctuality of the crew from Revival Energy. Brett was a great sales rep and did an excellent job reviewing the process prior to booking. Every time I contacted them, they were quick to respond and that is so appreciated. Their crew also showed up on time and did a nice job with the install. To date, the AC unit is working great, and we are excited to have it. The only reason I cannot give Revival an excellent rating is because their technician who installed the unit broke my NEST thermostat. The thermostat worked great (nearly 6 months) until after it was removed and reinstalled by Revival's team. The installer simply put the thermostat back up (it was clearly broken) and left it there without informing me it was damaged in any way. I discovered it later that evening when the battery backup on the NEST ran down and the thermostat no longer worked. When I called the Revival team to discuss the issue, they quickly sent a tech back out to look at the thermostat. Unfortunately, his only excuse was that the Thermostat was "defective." Revival would take NO responsibility for mishandling the thermostat and told me it was my problem to take care of. It has been nearly two weeks since the install, and after being told to figure out what to do with the $250.00 thermostat on my own (which they broke) still no one has reached out to me to see if I was able to solve the problem, etc. I find it suspect that their responsiveness and customer care is excellent until a problem arises, and then nothing. I completely understand that accidents happen and in most cases I find myself to be quite reasonable. In this case, however, the technician should have informed me and his supervisor that the thermostat was "defective" or broken - if that was indeed the case - at the time he went to reinstall it. Instead he attempted to cover his mistake and hope that no one would notice. His actions indicated that there was some fault associated with his handling of the thermostat; and therefore, I believe it should have been Revival's responsibility to replace it.Jun 10, 2018VerifiedRevival Energy LLC Oregon's reply
We are glad to hear that the AC is working great and that you are happy with the new unit. We are truly sorry that you weren't completely satisfied. We pride ourselves on our great customer service and on finding solutions. The Nest thermostat was working when we tested out the unit and completed the job. You state that we took "no responsibility" yet you also acknowledge that we "quickly sent a tech back out to look at the thermostat." We also installed a temporary thermostat to keep you comfortable while we worked through the problem. A brief internet search showed that wire terminals and power sharing problems (ie adding an AC) are known issues with Nest thermostats and replacing the base piece usually takes care of the problem. We did not mishandle the thermostat, there is a known defect. (see link. This is one of many) https://www.reddit.com/r/Nest/comments/84z76p/issue_with_base_plate_needs_replacement_according/ You indicated to us that the thermostat still had 6 months on the warranty. If we had provided the Nest thermostat, we would have handled the entire warranty claim process. Because we had not provided the thermostat, we requested that you contact Nest for a replacement. Proof of purchase is always required to request a replacement under warranty and you were the purchaser. In an effort to provide excellent service, we offered to install the replacement Nest at no charge when it arrived. We believe our request was reasonable and our offer generous. You told us that, as a Realtor, you were busy during the summer season (we understand because this is also our busiest time of year!) and it was going to be hard to find the time to request a replacement because you had already had some problems reaching Nest on the phone due to long wait times. Before you ended the phone call, you said you would take care of it. We thought that meant returning the defective Nest and getting a replacement. We were waiting for you to let us know when the new thermostat arrived. You made it sound as though you were busy and it would take some time. We knew the loaner thermostat was in place during the wait. We were surprised to learn that you purchased a new thermostat and installed it yourself. Our responsiveness and willingness to help has never changed. We believe all of our installations are a partnership from beginning to end.
Heating System Installation or Replacement
The team was amazing and punctual for our appointment. They communicated throughout the process and did everything very professionally. They left the work area super clean and the furnace was well installed.Oct 1, 2018Verified
We used Revival for our A/C unit install. The bid was very competitive and everyone involved was super helpful and responsive. I definitely recommend.Nov 28, 2017
They were very professional and gave me multiple options without pressure. The install was quick and clean. Thanks so much.May 4, 2017Revival Energy LLC Oregon's reply
Hi Kay...I've been meaning to thank you very much for your wonderful review! These mean a lot to our company and we really appreciate it. Have a great day! ~ Julie M.
License Type: Contractor, Residential General (CCB) (OR)
- What should the customer know about your pricing (e.g., discounts, fees)?Our heating and cooling equipment designs are done by bid as well as weatherization improvements. Radon testing is $195 Air quality Testing is $180 and air quality with radon testing is $230 Energy Audits (also known as Home Performance with Energy Star Assessments) are $260 for houses up to 3000 square feet, and $100 more for homes with more than 3000 square feet, or if the home has two heating systems.
- What is your typical process for working with a new customer?We are an educational company first. Our process for our services is to give each client the most and the best information about their specific needs for a service. We feel by giving this information about a project, we don't have sell it.... because the information is conclusive enough, making it easy to decide what is the best path to take.
- What education and/or training do you have that relates to your work?We are an Energy Star contractor who is fully certified in each category of services we provide. From BPI Building analysis, Building Envelope, and Heating and Cooling certifications, to whole Home Performance. We are PTCS certified, Nate refrigeration certified, and a Master Installer with NW Ductless for ductless heat pumps. We are a 3 Star approved Contractors with Energy Trust as well as Department of Oregon tax credit approved. We are also an approved contractor for Clark Public Utility.