Eastern Tech LLC

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[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***Thank you for your prompt follow up.I am rejecting this response because:The business owner has unfortunately not provided the full information in Context Here is what is missing:1) I spent time on the phone last week with a gentleman by the first name, *** at *** home warranty He contacted the vendor, Eastern Tech., and gave them full authorization to purchase the replacement parts directly Eastern Tech has not done that So I can't accept their claim that they understand the urgency of this situation. 2) Moreover, in my phone calls with ***, their representatives told me multiple times that Eastern Tech has not provided them information about the replacement parts ***' Sourcing Deptwere working off the specsprovided to them by the Eastern Tech personnel, and the latter did not exactly indicate to them why the parts chosen by *** were improperly sized. 3) The fact remains that Eastern Tech refuses to take accountability for its shoddy trouble shooting during their visit in May They hurriedly chose to refill Freon, and walked away They did not perform their due diligence in figuring out the cause of the leak, as well as the correct repair and the prognosis. In summary, we are stuck in a standstill and stalemate situation due to the persistent finger-pointing between Eastern Tech (primarily responsible) and *** (also responsible), with neither side taking their share of the accountability.Thank you.Regards,
*** ***

After receiving a recall for the homeowner we found that his AC problem was caused by the coil having a leakThe Leak of freon in the evap coil, along with the size and make of the coil was reported to the customer's home warrantyThe home warranty then went trough the authorization process to
approve the work that needed to be doneAfter the auto process was completed the home warranty sent the work order to their research department to find us the best available equipmentunfortunately all the equipment that they had found for *** *** *** was not the right fitusually this process is a lot quicker but because of the size and space specification and limitations for this customer the home warranty was having a rough time finding something sensible for the customerOur technicians have provided the home warranty with the exact equipment that we need for this customer but it was not until last Saturday (9/10/16) when they finally authorized the purchase of the unit we had requestedAs I have tried to explain to the customer many times, there isn't much we can do until work is authorized and purchase of items are authorized and for this home owner the *** was having difficulty doing all of thatIt's unfortunate that the home owner has to go through all this hardship but our team has been working very hard to resolve this issueWe understand the urgency of the situation and have contacted *** via phone and email several times

I defiantly understand the frustration of [redacted], and we are very sorry for all the discomfort him and his family are experiencing.But the truth of the matter is that our hands are tied. The process of authorizing, research and purchasing of equipment from [redacted] could be long and drawn out, specially for orders that are more specific and distinct. When a claim is called in to the [redacted] authorization department we provide them with the make, model, size, location and all the other necessary information like voltage and type of freon... if by any chance a technician forgets to report in a piece of information, the authorizers will ask the tech about that component since they have an itemized list that has to be completed to submit the claim. So I cannot agree with the [redacted] statement of receiving inadequate or insufficient info regarding the claim since I know that it was.As a small, local bussines operation we value our customers, they are not just another number in the list of clients, and I can tell you that we feel the same way for [redacted]. We have been trying to reached out to [redacted] several times and we have involved as many people to help us get this resolved. As I have explained to [redacted], we may need him to be a little more patient and work both with us and [redacted], so that we can be supplied with the right equipment and get the job done as fast as possible.