Western States Home Services

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below My complaint will be considered resolved or withdrawn when and only when I have evidence that [redacted] has received all pertinent information needed from Western StatesAs of the time of writing this note Western States has not complied with said information Regards, [redacted] ***

Any complaint is obviously unfortunate and usually attributed to a communication break down The complaint details state: "advised that I was eligible for a rebate from ***" and they are eligibleIt also states that they submitted the paperwork on July 17th The front page of the [redacted] rebate form includes a list of items that need to be included when submitting the rebate They are the exact things that they are surprised that are missing when contacting ***ie; (we didn't submit an incomplete application, the consumer did) The paperwork can NOT be completed during the installation and it is a extremely good idea to let the system run for a time and then have a follow up visit with a technician that has the required tools and testing equipment to provide the data [redacted] would like as part of the reabate This is one of the reasons they give the consumer and the contractor months after the purchase to complete the required paperwork It is time consuming and during the middle of the summer there are a lot of them to do and provided inaccurate readings and paperwork will delay the rebate We did not let her rebate expire, we are guilty of not doing it when she felt like it should be done No where is it written on the contract that we will do it by a certain date and time We have since completed our portion of the paperwork a full months prior to the time frame required by the utility company to do so for such rebate The complaint should be removed as it is a subjective opinion and not an objective one as to the requirement imposed by the utility company for the rebate It states months and nothing sooner is promised anywhere on any of the sales contracts They can provided if necessary

We have confirmed with *** *** that they do (***) have everything they need from us to process the "***" rebate. Please see attachment. Again we have satisfied the requirements within the time frame allotted per the utility rebate program. Complaint should be withdrawn

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
My complaint will be considered resolved or withdrawn when and only when I have evidence that [redacted] has received all pertinent information needed from Western States. As of the time of writing this note Western States has not complied with said information.
Regards,
[redacted]

Any complaint is obviously unfortunate and usually attributed to a communication break down.  
The complaint details state: "advised that I was eligible for a rebate from [redacted]"     and they are eligible. It also states that they submitted the paperwork on July...

17th.   The front page of the [redacted] rebate form includes a list of items that need to be included when submitting the rebate.   They are the exact things that they are surprised that are missing when contacting [redacted]. ie; (we didn't submit an incomplete application, the consumer did).
The paperwork can NOT be completed during the installation and it is a extremely good idea to let the system run for a time and then have a follow up visit with a technician that has the required tools and testing equipment to provide the data [redacted] would like as part of the reabate.   This is one of the reasons they give the consumer and the contractor 6 months after the purchase to complete the required paperwork.   It is time consuming and during the middle of the summer there are a lot of them to do and provided inaccurate readings and paperwork will delay the rebate.
We did not let her rebate expire, we are guilty of not doing it when she felt like it should be done.   No where is it written on the contract that we will do it by a certain date and time.
We have since completed our portion of the paperwork a full 2 months prior to the time frame required by the utility company to do so for such rebate.
The complaint should be removed as it is a subjective opinion and not an objective one as to the requirement imposed by the utility company for the rebate.   It states 6 months and nothing sooner is promised anywhere on any of the sales contracts.
They can provided if necessary.

The customer has NOT purchased an AC unit.   Has not paid a dime to date as of 9-1-16.   We did him a favor as we have a mutual friend.   Down unit and no AC and we installed on good faith without a deposit based on the mutual friends word.   It was until 8...

days later after the install that we came looking for payment that all of sudden there were problems.   Numerous attempts were made via phone calls and text messages to try and resolve.   This complaint only happened because of the Pre-Lien we filed on his home for non payment then the threats of complaining to the Revdex.com came up etc. etc. (Remember the work was completed on 7-18-16 and this complaint was filed 8-23-16 ( the weekend after he got his Pre-Lien in the mail).      
Why in good faith wouldn't the customer have paid the $4024.75 that he feels he owes according to his own complaint to this point.  
 
We will not discuss resolving a Revdex.com complaint that was never paid for.

The technician [redacted] that she indicates took the pictures with his IPad. The pictures are date and time stamped along with the GPS location of where they were taken.   We would be happy to provide for anyone to see.   Really unfortunate.   The customer called in and we...

told her we would hold off on depositing her first check until we spoke with technician to find a resolution.   She filed a complaint without giving us the courtesy of speaking with our technician first so now we have no choice but to respond to her complaint formally.   She signed and approved the work and the pictures were taken and can be proved that they were taken at her home.   We believe the complaint should be withdrawn as the basis of her complaint (pictures not of her home) is just simply not true.

Mr. [redacted] has been refunded what was due him on the cancellation of his service contract and the check has cleared our bank.
In regards to [redacted].   The counter representative from [redacted] did NOT honor the warranty when we purchased the replacement...

part.   We had to pay for it and even provided Mr. [redacted] with the receipt and told him if [redacted] would reimburse us, we would reimburse him.   We did NOT use a non-[redacted] part for the repair, if Mr. [redacted] or the contractor talking to him were to check the part number on the coil he would see it was an exact match for replacement.

The customer is being misled by [redacted] period.   I am willing to meet any representative from [redacted] or any other company at the home owners home to verify they are [redacted] OEM parts.   We rely 100 percent on the local support staff of any manufacturer when determining a repair meets warranty or not.   There are a variety of factors (or excuses if you will) that the distributor uses when deciding to issue warranty or not.   We were told on EVERY occassion by [redacted] that the parts were NOT under warranty and we paid for the parts.   It's not like we got the parts for free and told the customer we didn't which was the original implication.  
There are two ways to get Original OEM parts from [redacted] in the Phoenix area.   First being [redacted] Parts.   Which is who we originally contacted on behalf of the homeowners to verify warranty.   When they denied warranty we were told they didn't have the part in stock anyways.   Another distributor in town in [redacted] which distributes [redacted] (owned by [redacted]).   The parts that go into an [redacted] unit and a [redacted] unit are exactly the same and made in the same plant and have the same part numbers.   I have personally been to the manufacturing plant in Tyler Texas where there are two manufacturing lines one is [redacted] and one is [redacted].   Same parts, same compressors, same fan motors, same TXV's.   The difference??   The cabinets are painted different colors.  
 
Where am I going?   We went to [redacted] ([redacted]) to purchase the [redacted] parts that [redacted] parts didn't have nor would they warranty.   There is an absolute 100% guarantee that if we were to get the same part/parts from [redacted] parts they would be identical and have the same part numbers on them.  [redacted] is simply playing a blame game for their mistake and it is not uncommon with them at all.  I have been a [redacted] dealer int the past and I'm not anymore for exact situations just as these.  I have seen top of the line [redacted] systems costing consumers upwards of $16k fail in the first two ye[redacted] and [redacted] not have a part available in the summer in the Phoenix area (the consumers even had a extended parts and labor warranty that was purchased through [redacted]).   You know what the fine print says??   Standard Freight included.   So a part that would take a week to ship from another distribution center would be the "standard warranty".   Do you know how many times I paid air freight for a customer because I couldn't explain to them how they bought the best system for the highest price and had to wait a week in the Heat for a part?   Too many!   This is standard issue with them.
 
Despite all of this a contractor like us is under NO obligation to verify equipment/parts warranty with any consumer.   It is simply just good practice.   Had we not been mislead by [redacted] the customer certainly would have had a better experience.   A better question to ask would be why the premature failure of the "top of the line" [redacted] Equipment to begin with.

On 5/2/14, a repair person came at 8 am, checked the units outside (2 compressor) and informed me that a capacitors attached to one of the compressor (closer to the back yard), needs to be replaced. Shortly after that he told me he was done. I asked him if he was going up in the Attic to check the units there (evaporators), he said that was not part of the service. I told him that I specifically asked your office to come early in the morning, before it gets hot in the attic, to check the units there because the blower, sometimes, sounds louder than usual. He said he will go up and check it.

He came down, complaining how hot and small space up there is; he brought two capacitors in his hand. He told me they need to be replaced and that is what probably causing the noise!!!!! Reluctantly, I agreed to replace the ones in the attic at $193.00 each. I decided to wait on the one attached to the compressor. He mentioned that in his report that I refused to change the capacitor outside. I kept the old capacitors from the Attic.

I bought a capacitor, at a fraction of his capacitor cost, and replaced the capacitor that attaches to the compressor. I had the old one tested; I was told it was good!!!! I also had the old capacitors from the attic tested; I was told that they were OK too and should not have been replaced.

In conclusion, I replaced three capacitors that did not need replacement, at a cost of approximately $500.00.

If a capacitor goes out, the motor will not run; then the capacitor must be replaced. Burned capacitor does not harm the motor.

For some reason [redacted] thinks that a different complaint venue will incur a different answer from us but it won't.   I stand behind my original position.   Our technicians are required to inspect the attic as part of our service and there are very good reasons for doing...

so.No where on any invoice that [redacted] signed does it say "Should last another 10 years" nor would it be practical to say it by us or anyone nor would it be practical to think that someone would believe it.  That's why manufacturer's only warranty replacement parts for 1 year.    [redacted] received more value that what he paid for in the original agreement.   If you follow the attached invoices where he received services and parts included with the purchase they exceed the purchase price of the contract plain and simple.  Meaning had he not bought the agreement and paid "a la carte" it would have exceeded the agreement purchase price.[redacted] complained to the [redacted] as well and that letter is attached.   I still stand behind my position and my offer in the letter.   I don't care what the other company said they did in regards to sealing [redacted]'s duct work.   We used to seal by hand as well many years ago until we found a much better and efficient process via Aeroseal.    We have now serviced approximately 140,000 homes in the Phoenix and Tucson area over the last 8 years and I can count on both hands the number of homes we were in that the duct work was installed correctly and not leaking.   Nor have we ever run into a situation that we were not able to improve the duct work and leakage via the Aeroseal process.   This is quite possibly why [redacted] and [redacted] offer homeowners a $400 rebate by having their duct work sealed professionally and why their is NO rebate for vapor barrier that I am aware of.     [redacted]'s number has been removed from our database.

WE HAVE A  100% SATISFACTION GUARANTEE SO OF COURSE THE CUSTOMER CAN GET THERE MONEY BACK.   OUR DISPATCHERS WHEN SETTING TUNE UP CALLS ADVISE CUSTOMERS THAT IF THEY ARE NOT HAPPY WITH OUR SERVICE THEY DON'T HAVE TO PAY.

In response to Western States, I have several points to make.  Yes, we received the check and cashed it as stated by the Western States representative.  However, we were told by [redacted] of Wester States on August 28, 2015 that we would receive the refund within 6-10 business days which did not happen.  On September 24, 2015, [redacted] left a message and apologized that we had not received the check after multiple attempts to contact [redacted].After repeated unreturned phone calls we received the check on October 26, 2015 which is approximately 5 weeks after the time we were told we could expect it.
In regards to the [redacted] warranty on coil, we never requested a refund on the part because the part was out of warranty at the time of the repair as confirmed by [redacted] corporate.  At the time of that repair we did not receive a receipt from Western States showing what they had paid for the part or through whom they had gotten part.  The only thing we received was the receipt of payment generated by the Wester States service technician.
This brings me to the two repairs that should have been covered by the [redacted] Corporate consumer warranty.  We had to replace a condenser fan and a TXV valve which we were told by Wester States at the time were not covered by warranty. When we recently questioned this, we were told to contact [redacted] Corporate by Wester States and if [redacted] Corporate would reimburse Western State, Western States would in turn reimburse us.  
We contacted [redacted] Corporate, provide them all the information and history of repairs and they in turn contacted Wester States.  [redacted] Corporate determined based on their contact with Western States, that Western States used third party parts not [redacted] parts thus we could not be reimbursed for the parts.  Had they been [redacted] parts, [redacted] Corporate would have reimbursed the cost of parts.
Because of the misinformation provided to us by Western States and their use of third party parts, it cost us $1,532,57 in addition to having to accept only a portion of the money we paid for extending, $638, our service contract with Western States for a total of  $2,170.57.  
Based on other complaints of Western States' customers, we are but one to have have been mislead by them which ended up in needlessly costing us money.
 
Bottom line, we would like to be reimbursed for the parts we had to pay for that should have been covered by the [redacted] Warranty but which they choose to mislead us in order to bilk us out of money that we should never have had to pay.

Dear Ms.[redacted],I apologize for any inconvenience we may have caused you,and we will remove your number immediately. I have reviewed our records and thesystem does show your number was dialed on the dates you mentioned, but nocontact was made on any occasion. We have...

informed the vendor we purchased thescrub numbers from of their mistake. It is not intention to call consumers onthe DNC list, so you will receive no further intrusion or calls from WesternStates.

Our AC serviceman who has handled our AC system for many years just quit the company and so we called Western States Home Services to indicated that we wanted to terminate our contracts with three of our properties. The person who answered the phone said that they were not authorized to do that but that the boss would call us back. We have called repeatedly for several weeks and the boss has never called us back.

I have never seen the picture the customer wants me to respond too and that is why I haven't.   It is not on any documentation that we have and unless he can send me the picture I can't comment on it.   The work order from the day our technician was on sight states under the recommendations suggests "[redacted] Duct Seal Program".   Which is just that a recommendation.  [redacted] signed the work order as stated with no reference to any picture.   Just below that on the work order there is a box that states "I also understand that I have the option of seeking other bids before authorizing the work".   That is in our work order with the customers best interest in mind, not ours.   He chose to have another opinion and that is his right.
As far as the Service Agreement goes.   [redacted] paid $449 for the service agreement originally that is on invoice # 47910 that I attached during the last correspondence.   On that ticket it shows two services that we preformed that same day as part of him purchasing the agreement, each was for $193 for a total of $386.   In May of 2014 [redacted] purchased a Compressor Saver /Start kit on Invoice #[redacted] that was also previously attached.  Because of the Service Agreement he paid $358 instead of $433.60 (shown clearly on the invoice) or a savings of $75.60 not including the savings on tax.
 
As [redacted] already stated we completed 3 of the 4 tune ups as part of his agreement.   So he paid $449 for a Service Agreement that saved him a total of ($193, $193 and $75.60) $462.80 which is more than the $449 originally.   If we were to cancel the Service Agreement the money left over would be a $-13.80.   You can't expect to get all of the benefits of a Service Agreement over the life of the agreement and then not pay for the items that were included because of having the agreement.

I have reviewed...

the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and issue me a full refund and, if it does, will consider this complaint resolved.

Regards,

Any complaint is obviously unfortunate and usually attributed to a communication break down.  

The complaint details state: "advised that I was eligible for a rebate from [redacted]"     and they are eligible. It also states that they submitted the paperwork...

on July 17th.   The front page of the [redacted] rebate form includes a list of items that need to be included when submitting the rebate.   They are the exact things that they are surprised that are missing when contacting [redacted]. ie; (we didn't submit an incomplete application, the consumer did).

The paperwork can NOT be completed during the installation and it is a extremely good idea to let the system run for a time and then have a follow up visit with a technician that has the required tools and testing equipment to provide the data [redacted] would like as part of the reabate.   This is one of the reasons they give the consumer and the contractor 6 months after the purchase to complete the required paperwork.   It is time consuming and during the middle of the summer there are a lot of them to do and provided inaccurate readings and paperwork will delay the rebate.

We did not let her rebate expire, we are guilty of not doing it when she felt like it should be done.   No where is it written on the contract that we will do it by a certain date and time.

We have since completed our portion of the paperwork a full 2 months prior to the time frame required by the utility company to do so for such rebate.

The complaint should be removed as it is a subjective opinion and not an objective one as to the requirement imposed by the utility company for the rebate.   It states 6 months and nothing sooner is promised anywhere on any of the sales contracts.

They can provided if necessary.

No where, in the Companies response's to the [redacted], or the Revdex.com does the President of the company speak to the pictures of (1) the alleged diamond shaped hole in my Plenum (2) the fact that the the pictures were of Silver duct insulation and mine are black and (3) that I was still contractually entitled to One More Service call.  Since I do not trust this company to come anywhere near my home, I submit I am entitled to the dollar value of the 4th and final Service Call.  1/4th of the original contract price of $422, ergo $108.25.

We have confirmed with [redacted] that they do ([redacted]) have everything they need from us to process the "[redacted]" rebate.   Please see attachment.   Again we have satisfied the requirements within the time frame allotted per the utility rebate program.   Complaint should be withdrawn.