Shaffer & Sons Heating & Cooling

American Express has reversed the fee of $for Mr [redacted] to my knowledge.If Mr [redacted] has not received his reversal by American Expess for the $error I made then my original offer still stands to send a check with a courier to refund the $on the original offer I made.Please advise.Thanks,Amy

The customer originally submitted her work order on June with [redacted] Shaffer & Sons scheduled the appointment with the customer on June 18th On June 18th the technician found that the unit had a leak so he repaired the leak and charged the system We were then notified on June 19th that the unit was not working again We serviced the recall on the same day and found that the unit had a cracked heat exchanger At that time we decided that it would be best to replace the unit On June 20th I called the home owner to explain non covered fees and the options that the customer had The customer could have opted for a cash out In which case [redacted] would have given the customer their cost of the unit plus our labor and anything else that may apply I did tell the customer that I did not work in the cash out department and that she could initiate the that process if she wanted to skip the ordering process and the warranty process She did explain that she wanted to put as little money into it as possible as she was out of state it was tenant occupied so on and so forth I explained that the ordering of the new unit could take to business days to process and install The new unit was ordered on June 19th and it was installed on July 1st This process took business days The customer was explained all of her options and made her decisions with full knowledge We did have to use a crane on this job and the crane was delayed It is unfortunate but I do understand as it is the service industry and we are all very busy in the summer If I were the customer I would file a complaint against Shaffer & Sons through my home warranty as she is the warranty companies customer Respectfully, [redacted] ###-###-####

[redacted] orders the equipment The equipment that is ready to be picked up is on order # that [redacted] has ordered However that is not the correct equipment Mr [redacted] needs a straight cool condenser with a cased A coil once that equipment is ready to pick up we will promptly pick up and install unfortunately the purchasing process goes through [redacted] for their national pricing Once the correct equipment is available we will install We can't install the equipment that is currently on that purchase order as it is not correct.Thanks,Amy

To Whom It May Concern:We were dispatched this call from [redacted] Home Warranty on August 10, We serviced the call for no AC on August the 12th At that time we found her to have a bad indoor blower motor The part needed to be ordered through Trane The part was ordered through Trane and we had it shipped in We followed up on the arrival of the part on August 20th The part arrived to us on the 24th and was scheduled to be installed on the same day Of course Monday's and every day in this industry and extreme heat and especially getting a part on the same day it arrives can be hectic At any rate we did arrive to her house last night she was text messaged and called several times She is a customer of [redacted] Home Warranty they have contacted me and have been informed of this as well During this time of extreme heat and working in attics I do allow the technicians to take as many breaks and their time and to do a buddy system when necessary for safety Please see the GPS information confirming that we were at the home to install the part as advised:7:38:PM MST00:39:[redacted] 35.78:18:PM MST00:17: [redacted] :00:3200:40:15767:PM MST00:06:[redacted] 1.17:34:PM MST01:02: [redacted] :30:4400:37:33In this particular case I allowed the "buddy" system as you can clearly see that two technicians were sitting at her house while we made several attempts to text and call the customer Phone records can be provided.I am sorry that we let this customer down [redacted] has been informed of the situation and I imagine from here they will get her a new contractor Respectfully, [redacted]

Mr [redacted] is correct I was under the impression that [redacted] was dealing with this I spoke with Mr [redacted] yesterday We are both insured and we are both working together to get this resolved I left a message for his insurance agent yesterday.I am sure after our conversation yesterday that Mr [redacted] and I will be resolving this together in a positive manner.Respectfully, [redacted] OwnerShaffer & Sons Heating & Cooling LLC###-###-####

Dear Revdex.com / MarieThe customer has been refunded their money as we negotiated Please contact the customer as check has been cashed.Thanks, [redacted] OwnerShaffer & Sons Heating & Cooling LLC###-###-####

I appreciate her explanation as to the erroneous charge to my account but find it sad that they never even addressed the fact that two years in a row they made an appointment with a customer and never showed up or even called(leaving their customers waiting) not to mention the fact that I took time off from work on both occasions to have them not show up or call.Perhaps they will acknowledge it and have some empathy for other people's time when someone does it to them.Thank you for following up with this matter.sincerely, ***

Once again Shaffer & Sons has misrepresented the factsThey misdiagnosed the repairs on June and have been negligent and delayed reporting the correct repairs and parts since then to *** ***I have tried to seek intervention thru *** *** since June to get the repairs completed*** *** agreed to replace the condenser and air handler on July Shaffer & Sons changed the repair/replacement of the parts and knew on July the wrong parts were orderedAt my insistence the correct parts were supposed to be ordered then and replaced last weekStill no parts or repairs since June All delays and misdiagnosed repairs were caused by Shaffer & SonsTheir response was inadequate and unsatisfactoryTheir service has been deplorable

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

The customer called in and requested us to do a preventative maintenance on their AC unit. As always when a business grows we need to make changes and improvements. This year we are working on going paperless through Call Smart / Callahan Roach Business Solutions. While going
paperless is going to be great for our environment, customers, and records in the future there are glitches and learning curves to over come. For example in this case when the customer called in he was inputted into the system as a "regular pay" customer which would auto populate a $per hour rate. He should have been put in the computer as an "Old Republic" customer & under tune up. So once the error of being a regular pay customer was corrected and he was placed as an "Old Republic" customer the computer showed to bill under the regular pay not the old republic as the regular pay portion on the computer had not been deletedSince the customer has brought up his job area so many times I will say this: I not only apologized for my error of charging his card twice in two different amounts but I also explained that in my experience American Express immediately reverses the charges and will see that a charge came from the same company twice and reverse the charges on his credit card. In addition to that I offered to have a courier run a check to him immediately as I would never want to over draft a customer's accountThe bottom line is that this was an honest mistake that I have apologized for and offered to remedy. To the best of my knowledge and through my conversation with the customer American Express has reversed the charges. If they have not please let me knowI am very disappointed in this complaint I see no merit here but rather an honest mistake with an honest apology to something that I believe American Express remedied immediately

This is customer of the warranty company.  I noticed in the complaint that the home owner states that she had texted the technician twice.  As we all know it is hot in Arizona.  It is always best to have communication go directly through our office and or in this case directly through...

the home warranty company that they are a customer of.  Texting the office or technicians is never a good idea unless you know that you are specifically texting a cell phone number.  In this case the technician noted that the coil would need to be pulled and cleaned prior to looking for a leak.  The warranty company does not cover a lack of maintenance.I hope this information helps.Thanks,Amy Sh[redacted]

American Express has reversed the fee of $78 for Mr. [redacted] to my knowledge.If Mr. [redacted] has not received his reversal by American Expess for the $78 error I made then my original offer still stands to send a check with a courier to refund the $78 on the original offer I made.Please advise.Thanks,Amy

Dear Revdex.com / MarieThe customer has been refunded their money as we negotiated.  Please contact the customer as check has been cashed.Thanks,[redacted]OwnerShaffer & Sons Heating & Cooling LLC###-###-####

The customer originally submitted her work order on June 16 with [redacted].  Shaffer & Sons scheduled the appointment with the customer on June 18th.  On June 18th the technician found that the unit had a leak so he repaired the leak and charged the...

system.  We were then notified on June 19th that the unit was not working again.  We serviced the recall on the same day and found that the unit had a cracked heat exchanger.  At that time we decided that it would be best to replace the unit.  On June 20th I called the home owner to explain non covered fees and the options that the customer had.  The customer could have opted for a cash out.  In which case [redacted] would have given the customer their cost of the unit plus our labor and anything else that may apply.  I did tell the customer that I did not work in the cash out department and that she could initiate the that process if she wanted to skip the ordering process and the warranty process.  She did explain that she wanted to put as little money into it as possible as she was out of state it was tenant occupied so on and so forth.  I explained that the ordering of the new unit could take 7 to 10 business days to process and install.  The new unit was ordered on June 19th and it was installed on July 1st.  This process took 8 business days.  The customer was explained all of her options and made her decisions with full knowledge.  We did have to use a crane on this job and the crane was delayed.  It is unfortunate but I do understand as it is the service industry and we are all very busy in the summer.  If I were the customer I would file a complaint against Shaffer & Sons through my home warranty as she is the warranty companies customer.  Respectfully,[redacted]###-###-####

To Whom It May Concern:We were dispatched this call from [redacted] Home Warranty on August 10, 2015.  We serviced the call for no AC on August the 12th.  At that time we found her to have a bad indoor blower motor.  The part needed to be ordered through Trane.  The part was...

ordered through Trane and we had it shipped in.  We followed up on the arrival of the part on August 20th.  The part arrived to us on the 24th and was scheduled to be installed on the same day.  Of course Monday's and every day in this industry and extreme heat and especially getting a part on the same day it arrives can be hectic.  At any rate we did arrive to her house last night she was text messaged and called several times.  She is a customer of [redacted] Home Warranty they have contacted me and have been informed of this as well.  During this time of extreme heat and working in attics I do allow the technicians to take as many breaks and their time and to do a buddy system when necessary for safety.  Please see the GPS information confirming that we were at the home to install the part as advised:7:38:54 PM MST00:39:43[redacted]35.78:18:37 PM MST00:17:[redacted]:00:3200:40:15767:14 PM MST00:06:49[redacted]1.17:34:03 PM MST01:02:[redacted]:30:4400:37:33In this particular case I allowed the "buddy" system as you can clearly see that two technicians were sitting at her house while we made several attempts to text and call the customer.  Phone records can be provided.I am sorry that we let this customer down.  [redacted] has been informed of the situation and I imagine from here they will get her a new contractor.  Respectfully,[redacted]

[redacted] orders the equipment.  The equipment that is ready to be picked up is on order # 1530951 that [redacted] has ordered.  However that is not the correct equipment.  Mr. [redacted] needs a straight cool condenser with a  cased A coil once that equipment is ready to pick...

up we will promptly pick up and install unfortunately the purchasing process goes through [redacted] for their national pricing.   Once the correct equipment is available we will install.  We can't install the equipment that is currently on that purchase order as it is not correct.Thanks,Amy

I could not agree more with the customer and the call was on the technicians list.  I am happy the warranty company has dispatched another company and I am disappointed with the technician and I will be addressing this with them.  In addition First American Home Warranty increased our...

volume to the point that it was difficult to keep up.  We have since made current adjustments to our call volume to prevent this from happening in the future.In terms of the refunding the copay.  The customer is not our customer unfortunately.  They are a customer of First American Home Warranty.  That is why we carry our insurance listing First American as the proposed insured as they are in the contract with the customer not us.  In this situation when it is determined to get another company either First American can issue the refund.  However, I am not sure how they will handle it as First American decided to continue it to another company in which case they call it a continuation and since they already paid their copay per their contract with First American and First American reassigned the contract a new copay is not due but rather waived.  Now that the customer has reported this to First American a mark goes on what First American calls a violation report and upper management is made aware.  In this situation they are already aware and the positive measure that has been taken has been to reduce our call volume per my request.  I hope this helps clarify. The technician will certainly be talked to and this issue addressed.Respectfully,[redacted]

Mr [redacted] is correct.  I was under the impression that [redacted] was dealing with this.  I spoke with Mr. [redacted] yesterday.  We are both insured and we are both working together to get this resolved I left a message for his insurance agent yesterday.I am sure after our conversation...

yesterday that Mr. [redacted] and I will be resolving this together in a positive manner.Respectfully,[redacted]OwnerShaffer & Sons Heating & Cooling LLC###-###-####

Review: Shaffer and Sons installed an air conditioner evaporator coil in my home on May 14, 2015. During the torch work the technician set off the fire sprinkler system in my home. The flooding caused several thousand dollars in damages. Shaffer & Sons has not returned calls, nor made any contact with me to resolve the damage they caused.Desired Settlement: Shaffer & Sons should cover the cost of all repairs for the damage their technician caused to my home's interior.

Business

Response:

Mr [redacted] is correct. I was under the impression that [redacted] was dealing with this. I spoke with Mr. [redacted] yesterday. We are both insured and we are both working together to get this resolved I left a message for his insurance agent yesterday.I am sure after our conversation yesterday that Mr. [redacted] and I will be resolving this together in a positive manner.Respectfully,[redacted]OwnerShaffer & Sons Heating & Cooling LLC###-###-####

Review: I live in Scottsdale Arizona and today is July first and air condition unit has been completely broken for over 2 weeks now, approximately 15-16 days. Also, they sent a technician to fix the air conditioner and the technician said the unit was fine and nothing needed to be done but that was apparently a bold faced lie because it has been out for 15 or 16 days. It is the middle of summer in Arizona where our days are between 100-110 if we are lucky. This company guaranteed me that they would have my unit in stock and put into my house last Thursday which was the 26th of June. Then I was told it would be put in the next day, Friday the 27th. Needless to say it was not, my 65 year old mother was in town and was almost a victim of heat stroke because of the temperature. I have an animal which also almost succumbed to the heat but that did not seem to matter in the slightest to this absolutely terrible excuse for a company. Furthermore, I was told they were able to install the unit over the weekend but would not do it. THEN, I was told with absolute certainty that the unit would be installed on Monday June 30th. Well that did not happen either. I was guaranteed the unit would be installed today July 1st at 12:45 because that is when the company scheduled a crane to be at my house to take the old unit off of my roof and replace it with the new. Well now I am being told they will not be to my house with either the crane or the air conditioning unit until 5 pm. Not only does this ruin my whole work day which I have to take off to insure these liars actually do what they say they will. I have extreme doubts that they will show up today and it is 109 degrees outside. This is not Maine or Washington it is Arizona, you cannot live in the extreme heat for over 2 weeks it is inhumane and against the law. This company needs to pay for all the lies and deception it has committed against its customers.Desired Settlement: I believe that since this company has lied and not cared at all about the welfare of its costumers and forced my family to living in excruciating heat for over two weeks they should take away and install the new unit free of charge.

Business

Response:

The customer originally submitted her work order on June 16 with [redacted]. Shaffer & Sons scheduled the appointment with the customer on June 18th. On June 18th the technician found that the unit had a leak so he repaired the leak and charged the system. We were then notified on June 19th that the unit was not working again. We serviced the recall on the same day and found that the unit had a cracked heat exchanger. At that time we decided that it would be best to replace the unit. On June 20th I called the home owner to explain non covered fees and the options that the customer had. The customer could have opted for a cash out. In which case [redacted] would have given the customer their cost of the unit plus our labor and anything else that may apply. I did tell the customer that I did not work in the cash out department and that she could initiate the that process if she wanted to skip the ordering process and the warranty process. She did explain that she wanted to put as little money into it as possible as she was out of state it was tenant occupied so on and so forth. I explained that the ordering of the new unit could take 7 to 10 business days to process and install. The new unit was ordered on June 19th and it was installed on July 1st. This process took 8 business days. The customer was explained all of her options and made her decisions with full knowledge. We did have to use a crane on this job and the crane was delayed. It is unfortunate but I do understand as it is the service industry and we are all very busy in the summer. If I were the customer I would file a complaint against Shaffer & Sons through my home warranty as she is the warranty companies customer. Respectfully,[redacted]###-###-####