Western States Home Services

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.

Western States have taken care of our A/C - Heating now for several years and they are wonderful. We have a warranty on the work they have done and it's made our equipment last longer and work efficiently. They are professional, arrive on-time (or call with update), and are a fair and honest company with good employees. We have recommended them to our neighbors, etc. and will continue to use their services.

To whom it may concern, we have addressed the issues at the home located at [redacted] I have included a summary of what was done, my conversations with Mrs. [redacted] and a letter from [redacted], which is the [redacted] we employed to mediate the necessary repairs at the home. I also spoke again with Mrs. [redacted] this morning to confirm she had received'the letter from [redacted], at which time she indicated to me she had not. I then spoke to Sam, the Engineer who visited the home, and he emailed both myself and Mrs. [redacted] his report, stating that Western States Home Services has done the repair work in compliance with his recommendations. I confirmed that [redacted] had the correct email address for Mrs. [redacted], and I also forwarded the email containing the letter to Mrs. [redacted]. During my conversations with Mrs. [redacted], she was in agreement to removing the Complaint once the issue was resolved, I once again confirmed that this morning at which time she said she had not received the letter. I have included a copy of the 2-page letter in this fax. At this time, she now has letter. All repairs have been completed at this time. Please let me know if any questions or concerns please let me know.

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,

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, if it does, will consider this complaint resolved.

Regards,

This company has been offered settlement in the full amount less actual damages but was not even able to provide any documentation to the unit installed nor provide the [redacted] rebate information to this point.
I am not paying for something that I have no documentation of what was installed. I had a 5ton unit and their first invoice and thank you card only shows a 4Ton. Per Tony when I asked agin for this information, I was told my unit was not [redacted] rebate compliant when in the beginning this unit was. I have sent a copy of the model tagon the unit and still do not have a response from them on that.
Their timeline is incorrect. Their crew was informed of damage to gate and boat when they were there. It was only after they left I found the bathroom hot and found access panel and surrounding trim damaged. They finally sent someone out to take pictures and then another delayed response to any resolution. I was constantly promised things were being handled and the day I received the lein notice is when I took further action. I was promised two days ago from Tony that he would have all of the documentation handled and he was to have the corrected invoice for me to pay today 9-1-2016. I have only received this as their response and nothing else further. I have complete text messages and emails for someones review. I have asked them to have this resolved by today. I have other correspondence from them showing a smaller unit installed than what was originally there and now Tony has told me this unit now is not compliant with the [redacted] rebate as originally discussed.
I need warranty ,[redacted] documents and an invoice from them showing the adjusted amount.
I also feel that someone should be aware that this company also allowed the R22 Freon to escape into the air as I was told they did not have a way to capture it. The technician had a short hose running into a milk jug with water in it.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been satisfactory to me.  

Regards,

We had already refunded the money and it had cleared our bank prior to receiving this (the customer stated that "we just needed to learn our lesson").   We installed a part in 2012.  It failed in 2015.  An electrician named "Mike" according to his letter (no reference to a...

license number or company) stated it was wired wrong.   I guess it's possible but if it were wired wrong in 2012 why did it take til 2015 to fail?   Guess will never know.  The customer has their money.

To whom it may concern, we have addressed the issues at the home located at [redacted] I have included a summary of what was done, my conversations with Mrs. [redacted] and a letter from [redacted], which is the [redacted] we employed to mediate...

the necessary repairs at the home. I also spoke again with Mrs. [redacted] this morning to confirm she had received'the letter from [redacted], at which time she indicated to me she had not. I then spoke to Sam, the Engineer who visited the home, and he emailed both myself and Mrs. [redacted] his report, stating that Western States Home Services has done the repair work in compliance with his recommendations. I confirmed that [redacted] had the correct email address for Mrs. [redacted], and I also forwarded the email containing the letter to Mrs. [redacted]. During my conversations with Mrs. [redacted], she was in agreement to removing the Complaint once the issue was resolved, I once again confirmed that this morning at which time she said she had not received the letter. I have included a copy of the 2-page letter in this fax. At this time, she now has letter. All repairs have been completed at this time. Please let me know if any questions or concerns please let me know.

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, if it does, will consider this complaint resolved.

Regards,

Review: Earlier this year Western States provided Air Conditioning Services to me in the sum of Approx. $13,000. With the service I was advised that I was eligible or a rebate from [redacted].

On July 17, 2014 I submitted the forms for the rebate to [redacted]. After numerous calls to [redacted] I was told that they had no corresponding paperwork that needed to be provided from Western States.

The paperwork not provided was: Quality installation test results and the paid invoice. I have contacted [redacted] 4 times regarding this issue. [redacted] at Western States was apparently in charge of submitting this form, has committed himself to submitting the pertinent applications and now seems to be dodging calls...the most recent was his commitment to phone me on Friday October 10, 2014 which he did not follow up.

There is a time limit imposed by [redacted] for this paperwork or I will be unable to claim this rebate.

Obviously I have been working on this since July 17, 2014 and Western States shows absolutely no interest in fulfilling this portion of the contract.Desired Settlement: I wish for the proper paperwork to be submitted immediately and an apology from Management.

Business

Response:

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.

Consumer

Response:

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,

Business

Response:

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.

Hired for low cost AC check. Tech. found needed expensive part. Agreed to replace without cost if I'd sign up for 2 yr. contract. Did so, next time tech. found another expensive part needed. Next visit, new Tech. found another expensive part failing. Also checked attic ductwork. Showed me pictures on his Smartphone of a 2"x3" hole in my Plenum and bad Insulation. Suggested a grossly expensive repair option. I declined, not trusting Tech. Personally inspected Plenum and no hole and good "different colored" Insulation. Called another AC company. They did not find a hole in my Plenum. Had APS do a free Insulation check-up and they did not find a hole in my Plenum. I filed a complaint with AZ Registrar of Contractors. They said "My word v. the companies denial". I contacted Western States owner and since I did not trust them to please refund the balance of my 2 year contract. They ignored me. Maybe the Tech. accidenatly showed me the wrong pictures. You can decide for yourself.

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This company used very shady and borderline unethical scare tactics to sale their service package . They solicitated our business, we did not contact them, it was cold calling offering A/C inspection for a reasonable price with up to 1 lbs of refrigerant free if needed. When the technician completed the inspection of our A/C he recommended we install a part to increase the life of our A/C , he said the part was around $200 to supply and install but if we bought the 1 year service agreement which included free service calls as well as some other benefits he void the cost of the part. He also said if we did not have a service agreement pour home owner warranty could go void. So of course this seemed like good idea. Since they have been here the initial time we have had a coil leak which caused mold and drywall damage to the interior of our home , and our A/C has broke down. We made the call for service, the tech called prior to arrival and argued the fact I was wasting their time and I should call my Home Warranty, he refused to come look at our system. Since then I have had the company my home warranty company contracted and have found out the part they sold me was around $25 a little short of their originally claim of $200 . This company is nothing but scam artist who do not have return clients therefore always soliciting new business with these scare tactics to sign up for their so called many benefits . Do not use this company !!!! stay away !

Review: Western States Home Services had serviced our AC/Heat in our home before. They called and said they were running a special deal to service 2 AC units for the price of one and that the service included adding Freon if the units needed it. The service was to include cleaning the coils, adding Freon if necessary, etc. The person on the phone said it would be $29.95 for both units. The service person came to our home and ended up telling us there had been a fire in one of the AC boxes and that he had to unplug the entire unit. He said we had to buy a new unit. He also told us that if we plugged the unit back in that [redacted] would be at our home in an hour. He told us if we plugged the unit back in that it could (and would likely) start a fire in the unit that would then cause a fire in our home. He scared us so much (especially given that we have 2 young children in our home) that we thought we would need to move out of our home that day until we figured out what to do. Before this "service" person came, the AC units had been working fine and were cooling the house fine. When this "service" person left, we immediately called another company to get a 2nd opinion. The 2nd company said the AC units were old, which we knew, but said that there was ZERO risk of a fire and that [redacted] would not come to our home if we plugged the unit back in. Also, we looked through our records and figured out that the damage the "service" person was concerned about had happened back in 2011, was resolved then and had been working fine ever since. Even thought the employee from Western States Home Services did not charge us the $29.95 for the service, he lied to us and failed to perform the maintenance he was supposed to perform. It is clear that the "service" call was set up so he could try to force us/scare us into buying a new AC unit. This company and this service person were dishonest and put us through unneeded worry and stress.Desired Settlement: Both the company and the "service" technician owe us an apology. Also, we want this company to promise never to contact us again. This was a horribly deceptive and cruel tactic.

Business

Response:

I personally spoke with Mrs. [redacted] the day after she made her complaint to receive first hand her experience. Her account and our technicians account differ somewhat, but from talking with Mrs. [redacted] I believed that even if the technician didn't say it in those exact words (as he stated) her perception of the situation is ultimately what matters and I believe she perceived it the way she stated. Our technician was concerned, one because the disconnect box was melted, which showed that it had been under extreme heat at some point and that combined with the age of the units was concerning to him. We do instruct our technicians not to work on equipment that is over 15 years old, as it is to difficult to guaranty future operation and with R-22 phase out not the best option for the customer long term by keeping an older inefficient piece of equipment running. That is why he did not perform the maintenance nor charge the customer anything. We support a 2nd opinion and often encourage customers to seek an additional opinion and offer the same (free 2nd opinions as most companies do). That being said we don't support a technician making a customer uncomfortable in any situation and have let the technician go from our organization as it doesn't support our mission statement or core values. As there is no money to refund or was any work to preformed we hope this is an acceptable resolution for Mrs. [redacted].

Review: We had an annual service contract with Western States until just recently, during which we had 3 major repairs to your HVAC system. Our system is only a little over 9 ye[redacted] of age at the present so it was a shock that we had to make these repairs. Each time we asked the technician if the parts were covered by the [redacted] Corporate warranty and each time we were told no that Western States had checked at the time with the parts house and they weren't.

To make a long story short, we started working with another company which reviewed our service record and said that two of the three service repairs should have been covered by our [redacted] warranty.

We worked with [redacted] Corporate to see if we could have the price of the parts refunded to us because Western States would not do it otherwise. With [redacted] assistance, we found out that we should have been entitled to a complete refund for two of the three service parts as they were covered by the [redacted] warranty except for the fact the Western States used third party parts not [redacted] parts even though at the time we were told they were using [redacted] original parts.

The final straw came when we decided to cancel our new service contract with Western States. As an incentive to renew our contract, they said they would install a surge suppressor on each of our two units which sounded reasonable to us. However, when I spoke to [redacted] about this, he said he was deducting $460 out of the $1,098 for these two surge suppressors even after I offered to buy replacement units and give them to him. This works out that we paid approximately $150 for the two surge suppressors, I shopped for the exact units, and $310 in labor which took less than a hour to install the two surge suppressors.

As of today, it has been been 7 weeks since [redacted] originally said he would send us a refund check and we are still waiting on the check. This is even after he made a promise at 4 weeks, after repeated phone calls, that he would get the check right into the mail and apologized for the delay.Desired Settlement: We desire a complete refund of the monies that were owed to us upon cancellation of our service contract. We have patiently waited for the refund and have not received it.

Business

Response:

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.

Consumer

Response:

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.

Business

Response:

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]) 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.

Review: A month or so ago now I received a call from WSHS to check my AC because they came out to do it last year. They were offering a great price so I said sure. Last year they told us some pieces on our unit would need to be replaced (it was original to the house and nearing its 2 decade old mark) but wanted close to 600 to do it which we couldn't swing at the time. We still had our home warranty then so we figured we would just ride it out the summer and see what happened. Well, nothing happened. So when they called again this year I figured we would hear more of the same. This time, the guy who came out told us our unit wouldn't last the summer, which was probably a bit of an over exaggeration. So he started talking to us about units and how they are only going to be selling 14 seers soon and they had a few 13 seers left and that honestly we wouldn't see that much different between the two and that he could give us a good price on a 13 seer, making it seem like if we waited 6 months it would cost us close to 8 grand to put in a new unit. I should have taken that as a note right there this wasn't right but he seemed honest and my husbands brother works with AC's so when my husband told him the deal we were getting he said it was a good one. So we did. Next day they come back to install the unit. I'll give them marks for being so fast, but we were probably the only ones on the books to be honest. My husband dealt with the installers all day since I work so I wasn't able to see what was going on. After they left I had noticed first how badly they had torn up our attic access. Here is something I do not understand. Your company needs to remove some panels or something to make it easier to get into my attic access. I get that. Why are your installers not required to do it cleanly? My drywall was ripped up, they didn't take any care to remove the nails in the boards and some are still left in my ceiling because of how badly they just ripped everything out up there. When my husband asked them about fixing it they said it would cost $100. So not only are you allowed to come and damage my house, but you are going to make me pay to fix it?? You just charged me almost 6 grand for a new unit. You should be required by law to fix any damage you do to my house. Either way, my husband told them no and we very amateurly fixed it ourselves. At the same time, we were working in the attic to provide us some more storage space. At the end of our 3 day project we realized that our rafters had been notched into when our AC was installed. I talked to multiple people who work in construction and all of them said this should never have been done. Here is what I gather from looking in my attic. Our new unit seems to be a bit bigger than our old one, and the installers tried to install it in the exact same spot. When they realized it wouldn't fit, instead of moving it, they notched into the rafters OF MY HOUSE to make it fit. And not only that, they did a poor job of it, the cuts are all rigid and uneven, but we can't even access the panel of our unit because of the way they placed it! So I called WSHS immediately and they sent someone out the next Monday, two days later. The guy who came out looked at it, agreed what was done shouldn't have been done, and when he said they would need to come out to fix it I said that I would need a structural engineer to come out and make sure that whatever they do to my house to fix the rafters would have to be certified, that way if for some reason the structural integrity of my house is now compromised, they are on the line for it. That was 3 weeks ago. Here is what I have been dealing with since. I have been calling, every single week, multiple times a week, to find out when they are going to come fix this mess. First they told me they were looking for a structural engineer. They said they called 2 and were waiting for a call back and they would call me when they heard back. Well, I never received a call back, so I called them again to find out whats been going on and apparently, right as I called one of the managers, [redacted], was on the phone with them. I have been working with either [redacted] or [redacted]. Im not sure who since I only talked to [redacted] one time, the day I called to complain, and haven't heard from him since. [redacted] I talked to twice but hes just as hard to get to. Here is my second problem with this company, not a single time they have told me they would call me back, have they called me back. I have not gotten ONE SINGLE RETURN PHONE CALL from anybody in that office since this whole mess started. So back to what I was saying, [redacted] had just talked to the structural engineer and someone was going to be coming out Wednesday, TODAY, between 4 and 5. Guess what? It is now 5:10 and nobody called me (surprise surprise) and nobody showed up. It feels like that this point they are dodging this, a problem people who work for them caused, and are refusing to work with me to fix it. I am at my limit with trying to work with them when they seem to have very little interest in fixing this.Desired Settlement: Re install the AC unit to a position that makes sense so that no part of my house needs to be "altered" to fit it. I also need for my rafters to be fixed and certified by a structural engineer so that way if any issues arise in the future this company is liable for any problems since they damaged my property in the first place. I also want whoever worked on my house removed from your company, if that hasn't been done already. This should never happen again and obviously you need different staff who is properly trained working on peoples homes.

Business

Response:

To whom it may concern, we have addressed the issues at the home located at [redacted] I have included a summary of what was done, my conversations with Mrs. [redacted] and a letter from [redacted], which is the [redacted] we employed to mediate the necessary repairs at the home. I also spoke again with Mrs. [redacted] this morning to confirm she had received'the letter from [redacted], at which time she indicated to me she had not. I then spoke to Sam, the Engineer who visited the home, and he emailed both myself and Mrs. [redacted] his report, stating that Western States Home Services has done the repair work in compliance with his recommendations. I confirmed that [redacted] had the correct email address for Mrs. [redacted], and I also forwarded the email containing the letter to Mrs. [redacted]. During my conversations with Mrs. [redacted], she was in agreement to removing the Complaint once the issue was resolved, I once again confirmed that this morning at which time she said she had not received the letter. I have included a copy of the 2-page letter in this fax. At this time, she now has letter. All repairs have been completed at this time. Please let me know if any questions or concerns please let me know.

Business

Response:

To whom it may concern, we have addressed the issues at the home located at [redacted] I have included a summary of what was done, my conversations with Mrs. [redacted] and a letter from [redacted], which is the [redacted] we employed to mediate the necessary repairs at the home. I also spoke again with Mrs. [redacted] this morning to confirm she had received'the letter from [redacted], at which time she indicated to me she had not. I then spoke to Sam, the Engineer who visited the home, and he emailed both myself and Mrs. [redacted] his report, stating that Western States Home Services has done the repair work in compliance with his recommendations. I confirmed that [redacted] had the correct email address for Mrs. [redacted], and I also forwarded the email containing the letter to Mrs. [redacted]. During my conversations with Mrs. [redacted], she was in agreement to removing the Complaint once the issue was resolved, I once again confirmed that this morning at which time she said she had not received the letter. I have included a copy of the 2-page letter in this fax. At this time, she now has letter. All repairs have been completed at this time. Please let me know if any questions or concerns please let me know.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been satisfactory to me.

Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution has been satisfactory to me.

Regards,

Review: Dear Council,I am writing this letter to inform the public of how Western Estates Home Services takes advantage of the elderly. My dad was sold a surge protector from Western Estates Home Services and they•installed it wrong. As a result of their negligence and faulty installation, the surge protector caught on fire and burned the hosesand the side of the AC unit. Icalled the company and asked them to ensure that everything was safe. I also told them that my dad was 87 years old and I had power of attorney. I asked them NOT to sell anythjflg to my dad, because he is not capable of determining if it is safe. Western Estates Home Services did not listen to me and sold him another faulty surge protector. This time, I had an electrician come out to inspect it to ensure that it was safe. The electrician, Mike can be reached at [redacted],informed me that this new one was also installed wrong. They did not insulate the surge conductors that connect to the circuit box. There was no gander or insulation around the wires. So the electrician fixed the new surge protector costing my dad additional money. I called Western Home Services back to let them know that the surge protector they weren't suppose to sell to him was also faulty. They said they wo uld refund my dad's money within the week. However, they did not follow through with the refundDesired Settlement: They kept my dad's money, took the burnt surge protector, so they could reap the manufacturer's recourse. Now, my dad is out $358.00 for faulty installation and about$258.00 to fix their mistakes and get him a circuit breaker. This situation has cost Western Home Services their reputation as I now know that they do not operate under fair and ethical practices. I would like to inform the public of how this company trea ts their elderly customers.Thank yo u for your time and assistance with this matter.

Business

Response:

We had already refunded the money and it had cleared our bank prior to receiving this (the customer stated that "we just needed to learn our lesson"). We installed a part in 2012. It failed in 2015. An electrician named "Mike" according to his letter (no reference to a license number or company) stated it was wired wrong. I guess it's possible but if it were wired wrong in 2012 why did it take til 2015 to fail? Guess will never know. The customer has their money.

Consumer

Response:

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, if it does, will consider this complaint resolved.

Regards,

I had my furnace checked by Western States Home Services, LLC on December 30th. I was giving a time frame between 1-5 pm. Around 12:30 pm I received a call from Western States to verify that I would be available and was told that the technician, Kevin, would call to let me know he was on his way. Kevin did call as promised and when he arrived he was friendly, courteous and took time to answer all of my questions. I was happy with the service I received.

This person was very helpful and was able to answer all my questions. He made various recommendations that I will try and follow up on in the future. I was satisfied with his work and knowledge of the systems. No complaints what so ever.

Review: We had a new air conditioning unit placed on our home in November 2012, the company gave a service with the new unit to come out every six months to check on the unit. Western States came out Friday August 30, 2013 to check on the unit and to see how it was running. We were asking the service techinan why our master bedroom was so much warmer than the rest of the house. He told us that they could put another return air including some additional duct work and they wanted to put this kick start on the new ac unit. We had planned to have the work completed yet a family issue has came up and we called the next day to cancel the work and to have them come take the kick start off the ac unit. I spoke with some one and they provided us with [redacted]'s number and told us to call him first thing Tuesday morning Septemer 3, 2013. We spoke with [redacted]'s early Tuesday morning, and I explained that we had some family issues that we need to cancel the work order and to come remove the kick start part and he told us that they wouldn't remove the part as it was now used. He tried to tell that he gave us a good deal and that he would work out the payment options we have decided that we couldn't afford it at this time with the family issues that we have encounted. He told us that he would charge us $300.00 for the kick start part. We do not understand why they couldn't come remove the part that had only been on the unit for a couple day, but [redacted] insisted that the part was used and couldn't be used on another. We are paying him this money but we are not happy with the outcome of this. We don't know why a new unit would be in need of a part to kick start the unit. We told him that we don't have the funds at this time and repeatedly asked to have the part removed, in which [redacted] told us that they wouldn't remove it and that was the best price he could give us. We still do not understand why this kick start part was so necessary to put on a new AC unit that isn't a year old.Desired Settlement: We would like the part removed and $300.00 refunded to us.