B&K Automotive

Dear [redacted] , Work performed at your house was requested by your home warrantyAs a service provider we sign the contract and must follow guidelines and protocols, and according to that system must be repaired if it is repairable Each repair was approved and authorized by your home warrantyUnfortunately, prior authorization with [redacted] Emergency Maintenance Company has no knowledge about which items are covered or notThis is strictly between home owner and warrantyWe gave detailed report on necessary repairs and authorized advised us about not-covered portions They discussed all not covered items with you prior approvalAll repairs were done according to industry standards and codes [redacted] gives day warranty on repairs performedYour system worked for months after we finished repairs, and based on invoice from another company that you forwarded to us, failures are different from what we worked onWe discussed that issue with [redacted] and they advised us that claims were approved accordingly and no refund should be issued Emergency Maintenance Co team

[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: [redacted] I am rejecfing this response because: Pending reimbursementI contacted [redacted] approximately a week ago when I did not receive a call regarding the letter I had written to corporate headquarterI was informed by customer service that I should receive a letter from [redacted] indicating that I will be refunded the $for services not renderedI am still waiting for the letter and the refund I am appreciative of the calls that I received from EMC to install a new hot water heater Unfortunately as a trial attorney I have been in court at the various times the company has attempted to reach me In a previous writing I indicated that the property was a rental being renovatedSince the installation of the hot water heater a month ago the contractors are no longer there and a tenant has since moved inThe tenant works various hours which makes any convenient scheduling you offer INCONVENIENT to the tenantThe tenant sees this as a matter that should have been addressed prior to them moving in and they are correctHowever, I also had an obligation not withstanding my dispute with your company to minimize any damages from loss rental income as well as potential breach of contract for not having the tenant move in on the agreed date The only option I can propose because (I do want an undamaged heater) is to make arrangements to have the property manager(contractor) pick the hot water heater up at your facility and install it or arrange to have him on site when the installation is done for an additional fee I assure you I am not trying to receive double payment once I reimbursed out of pocket cost and receive ( via Pick up customer assume risk of hot water installation) a new undamaged hot water heater I will consider this matter to be closedPlease note that any credit card information provided was immediately cancelled and the banks fraud department issued a new cardA check would need to be issued as that card cannot be re-credited Regards, [redacted]

Dear [redacted] ,The claim that you opened with the warranty company was assigned to us during the holiday weekend when the company was closedAccording to the home warranty policy service provider (Emergency Maintenance) is required to schedule appointment within business hoursSince the claim was placed on Saturday, May 28th (after business hours) we offered the appointment at the earliest convenience (Tuesday, May 31st) and within emergency service guidelinesAfter hours or holiday visit can be performed only upon personal agreement with the representative from the service providing company (Emergency Maintenance)On May 31st technician diagnosed that system is very poorly maintained and must be cleaned prior to any further repairs According to your contract to the [redacted] Home Warranty Service cleaning service is not covered, that is why you had to pay out of the pocket The amount charged for 1lb of Freon was reimbursed at the earliest convenienceQuite similar situation occurred in JulyThe potential recall was placed on Saturday, July 2nd (after business hours) and appointment was scheduled for July 5th (still within business hours since the claim was placed) During the visit technician diagnosed that the system had different failure comparing to previous visit and some parts (high and low side service valves) had to be replacedIn order to perform repairs freon had to be recovered and line set modifiedThe parts were ordered as soon as Warranty Company authorized repairs to be performedAccording to you contract with [redacted] Warranty Company modifications and recovery are not covered that is why you had to pay out of pocketBefore scheduling appointment warranty company representative asked for your approval to pay non covered charges and received itOn July 7th we sent technician to perform repairs and the job was completedAfter the visit in July our company was never informed about any other failures occurring with your air conditioner because claim was assigned to different service provider per your request According to the agreement with the [redacted] Warranty Company we have day of recall repair warranty if the failure has the same originAt this point, all repairs that were done so far had been approved by Warranty Company and performed in a proper mannerCurrently the system is years old and according to the industry standards it is not old enough to be replaced unless it was maintained improperlyUpon the protocol system has to be repaired if it is repairable.Best regards, Emergency Maintenance Co

*** *** Emergency Maintenance Company is a certified and licensed HVAC contractorDuring any tune up visit technician must check CO levelsCarbon monoxide level in your supply vent was PPM, operation of the unit that is leaking CO is dangerous and harmful for your healthWith everyday unit
operation crack will only become bigger which will increase PPM*** is a gas company and they check for gas leaksWe never diagnosed any gas leaks for your system The bill that you receive is for tune up that was done (technician DID checked your system for proper operation) plus cancel check feeIt is truly your decision if you want to continue operate this furnace and harm your well being in the future. Sincerely,Emergency Maintenance Company

Our company was sent to customer by home warrantyBy their agreement they have $deductible upon technician arrivalTechnician found air conditioning system very poorly maintained (very dirty) and not workingHe found failed part and replaced itSystem started to workHe strongly advised
customer to perform cleaning of the system which was not addressed by home warrantyAs a license contractor we need to report to warranty if failures occur due to the lack of maintenance (and we advised customer's wife about it)Customer was not home at the time but he kept insisting over the phone through his wife that another part failed and must be replaced even though our certified tech already repaired the systemHe refused to pay the service but insisted that cleaning must be done anyway and part that he WANTS needs to be replaced, and refused to pay $obligatory deductible (threatening to call a police)Upon technician departure customer's system was in working condition$deductible is due (customer can verify it with his home warranty)In any occasion if system stops working for the same reason that it was repaired - home warranty provides days guarantee and we come back to repair it (deductible is not due for recall)If customer still has problems with his system he should contact our company directly at ###-###-####

[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: ***
I am rejecting this response because:I will hire a honest company in the futureI want this company to stop harassing me, or I will seek legal action against them for Fraud
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

*** ***, We do understand your frustration and unexpected recommendation to replace your system Carbon monoxide level in your supply vent was PPM, operation of the unit that is leaking CO is dangerous and harmful for your healthAs a professional HVAC company representative Technician did advise you that continue operating it is unsafe and unit must be turned off CO is not a gas leak, so when system is not working -CO is not leakingPlease, see in current in home CO detector limits: -ppm averaged for less than minutes; -ppm averaged for less than minutes; - ppm averaged for less than minutes At these levels, your CO detector will alarm in time to save your life, but certainly not your health

Dear Mr ***, You contacted your warranty company 11/16/with another problem and we (Emergency Maintenance) scheduled appointment for you for the next dayIn the morning of appointment you contacted us saying that your heating system if fine now but one of the radiators started to
leakYou requested to move your appointment for earlier timeUnfortunately, all technicians were already in the field serving customersEmergency Maintenance Comply equally values all customers so we could not cancel somebody else in order to get to you few hours earlier Tech diagnosed the problem and stopped the leakSince we were sent by your home Warranty Company we have to follow protocols being CCHS provider which means job needs to be authorized by Warranty Company before repairs performed. We do understand your frustration not having heat in the office for such a long time but claim was approved only few days ago and appointment scheduled for earliest available slot and your convenience. We sincerely apologize for being late and any inconvenience that brought to your scheduleWe cannot predict traffic conditions and sometimes jobs take longer than initially planned due to complications. Customer satisfaction is very important to us, and we are constantly trying to improveWe value your time and feedback and as a courtesy we are willing to perform job without charging you for modifications ($115) and access ($85) Sincerely, Emergency Maintenance Company team

[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: ***
I am rejecting this response because Emergency Maintenance is lying to cover their poor service
Regards,
*** ***

Mrs***, we have made several attempts to contact you in order to set up an appointmentThe problem was discussed with supervise from the warranty company and we confirmed that the new water heater will be provided and installed by our companyWe also have been told that you will receive the full refund of the amount of non covered charges $from the warrantyPlease contact us directly or provide any alternative phone number to contact youWe are seeking for resolution

Our company was sent to customer by home warranty. By their agreement they have $100 deductible upon technician arrival. Technician found air conditioning system very poorly maintained (very dirty) and not working. He found failed part and replaced it. System started to work. He strongly advised customer to perform cleaning of the system which was not addressed by home warranty. As a license contractor we need to report to warranty if failures occur due to the lack of maintenance (and we advised customer's wife about it). Customer was not home at the time but he kept insisting over the phone through his wife that another part failed and must be replaced even though our certified tech already repaired the system. He refused to pay the service but insisted that cleaning must be done anyway and part that he WANTS needs to be replaced,  and refused to pay $100 obligatory deductible (threatening to call a police). Upon technician departure customer's system was in working condition. $100 deductible is due (customer can verify it with his home warranty). In any occasion if system stops working for the same reason that it was repaired - home warranty provides 180 days guarantee and we come back to repair it (deductible is not due for recall). If customer still has problems with his system he should contact our company directly at ###-###-####.

Dear [redacted], Work performed at your house was requested by your home warranty. As a service provider we sign the contract and must follow guidelines and protocols, and according to that system must be repaired if it is repairable.  Each repair was approved and authorized by your home warranty. Unfortunately, prior authorization with [redacted] Emergency Maintenance Company has no knowledge about which items are covered or not. This is strictly between home owner and warranty. We gave detailed report on necessary repairs and authorized advised us about not-covered portions.  They discussed all not covered items with you prior approval. All repairs were done according to industry standards and codes. [redacted] gives 180 day warranty on repairs performed. Your system worked for 2 months after we finished repairs, and based on invoice from another company that you forwarded to us, failures are different from what we worked on. We discussed that issue with [redacted] and they advised us that claims were approved accordingly and no refund should be issued.  Emergency Maintenance Co team

Dear [redacted],The claim that you opened with the warranty company was assigned to us during the holiday weekend when the company was closed. According to the home warranty policy service provider (Emergency Maintenance) is required to schedule appointment within 24 business hours. Since the claim...

was placed on Saturday, May 28th (after business hours) we offered the appointment at the earliest convenience (Tuesday, May 31st) and within emergency service guidelines. After hours or holiday visit can be performed only upon personal agreement with the representative from the service providing company (Emergency Maintenance). On May 31st technician diagnosed that system is very poorly maintained and must be cleaned prior to any further repairs.  According to your contract to the [redacted] Home Warranty Service cleaning service is not covered, that is why you had to pay out of the pocket.  The amount charged for 1lb of Freon was reimbursed at the earliest convenience. Quite similar situation occurred in July. The potential recall was placed on Saturday, July 2nd (after business hours) and appointment was scheduled for July 5th (still within 24 business hours since the claim was placed).  During the visit technician diagnosed that the system had different failure comparing to previous visit and some parts (high and low side service valves) had to be replaced. In order to perform repairs freon had to be recovered and line set modified. The parts were ordered as soon as Warranty Company authorized repairs to be performed. According to you contract with [redacted] Warranty Company modifications and recovery are not covered that is why you had to pay out of pocket. Before scheduling appointment warranty company representative asked for your approval to pay non covered charges and received it. On July 7th we sent technician to perform repairs and the job was completed. After the visit in July our company was never informed about any other failures occurring with your air conditioner because claim was assigned to different service provider per your request.  According to the agreement with the [redacted] Warranty Company we have 180 day of recall repair warranty if the failure has the same origin. At this point, all repairs that were done so far had been approved by Warranty Company and performed in a proper manner. Currently the system is 8 years old and according to the industry standards it is not old enough to be replaced unless it was maintained improperly. Upon the protocol system has to be repaired if it is repairable.Best regards, Emergency Maintenance Co

Dear [redacted], We are sorry to hear you are not satisfied with our company's service and are sincerely apologize for inconvenience there issues may have caused you.  According to our records, we did come out to unclog the drain pipe in the basement and found that main drain was only...

clogged but also cracked. Since our company does not replace these types of drains, we advised warranty company to reassign this part of the claim to another company in order to the whole job to be performed in a timely manner, but we were willing to come back for kitchen sink drain line repairs. Due to kitchen waste line being in quite poor condition and very old there was a high chance for the waste line to crack while performing a job with snake.Since we are striving to resolve the issues we may have inadvertently caused, appointment was already scheduled and we are coming out today at no charge to repair kitchen sink drain. If you have any other questions or concerns, please do not hesitate to contact our office.  Thank you!

We certainly understand all inconveniences that you are currently experiencing. Please be advised that Emergency Maintenance Company is willing to resolve the problem as soon as possible. Equipment (water heater) that was installed in you residence was recently purchased. We can provide all...

paperwork proving that water heater is a brand new.  During the installation technician accidentally dropped the water heater which caused equipment to be dented.  Unfortunately technician did not inform the office about the accident in timely manner. As soon as we received information about the problem we investigated everything with the technician.According to your contract with the warranty company ([redacted]) modifications needed for water heater replacement are not covered. That is why as a home owner you was informed to be responsible for modifications (gas line, water line, exhaust line)charges for the amount of $400.No additional components or parts were necessary for water heater replacement.  Due to changes occurred in installation codes and equipment configurations modifications are necessary to be performed. As a home warranty service provider we are obliged to break down the process and pricing of replacement for certain categories. Based on specific terms of every single agreement authorization department provides us with information on what is covered and what is not. This breaking down procedure is not a part of service by private companies – they usually quote based on the scope of work with a particular price.In order to resolve the problem we would like to offer you a new water heater to be installed. Please inform us what day and time will be convenient for you to perform replacement and we will assist you at the earliest availability.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecfing this response because:  Pending reimbursement. I contacted [redacted] approximately a week ago when I did not receive a call regarding the letter I had written to corporate headquarter. I was informed by customer service that I should receive a letter from [redacted] indicating that I will be refunded the $400.00 for services not rendered. I am still waiting for the letter and the refund.   I am appreciative of the calls that I received from EMC to install a new hot water heater.  Unfortunately as a trial attorney I have been in court at the various times the company has attempted to reach me.  In a previous writing I indicated that the property was a rental being renovated. Since the installation of the hot water heater a month ago the contractors are no longer there and a tenant has since moved in. The tenant works various hours which makes  any convenient scheduling you offer INCONVENIENT to the tenant. The tenant sees this as a matter that should have been addressed prior to them moving in and they are correct. However, I also had an obligation not withstanding my dispute with your company to minimize any damages from loss rental income as well as potential breach of contract for not having the tenant move in on the agreed date  The only option I can propose because (I do want an undamaged heater) is to make arrangements to have the property manager(contractor) pick the hot water heater up at your facility and install it or arrange to have him on site when the installation is done for an additional fee.   I assure you I am not trying to receive double payment once I reimbursed out of pocket cost and receive ( via Pick up customer assume risk of hot water installation)  a new undamaged hot water heater I will consider this matter to be closed. Please note that any credit card information provided was immediately cancelled and the banks fraud department issued a new card. A check would need to be issued as that card cannot be re-credited
Regards,
[redacted]