A-Plus Elite Repair Service

Initial Business Response / [redacted] (1000, 9, 2016/08/26) */ Contact Name and Title: Lesley M [redacted] Contact Phone: [redacted] Contact Email: [redacted] @gmail.com First of all we were very surprised at this complaint because we went above and beyond for this customer [redacted] warranty set up the appointment so it was not a surprise visitWhen the first tech arrived customer did not know where cover for thermostat wasNext Tech had to walk through dog feces because pit bull was tied outside next to the unitWe were skeptical about doing work because of crime areaThe unit was secured with a thick chain to prevent theft.We also had to work under muddy conditions under the houseWe jumped thermostat out and sparks and flames were shooting out of outside unit because of previous tamperingWe informed Mrs [redacted] that she would need several parts and we would schedule to have them installed pending availibilty and authorization from warranty companyMrs [redacted] never paid us our service fee that we always collect from all of our customers [redacted] denied her claim for several reasons so we never got paid for multiple parts that we installedOur second tech complained about unsanitary conditions inside house and under houseHe informed Mrs [redacted] that because we don't have account with Duke Power she would need to call them because there energy saving electronic connection was off not allowing us to trouble shoot further on her systemBy the time the next service company got there they were able to determine the last malfunction because power was restoredThis attempt to get free service and recovery of other things is bogusLastly we are puzzled by customer wanting us to take responsibilty for a sump pump because our work description does not fall in that category.We have decided to bill Mrs [redacted] for parts and work done to install those parts because we are tired of customers wanting something for nothingMrs [redacted] was aware of what was covered and what was not and she never informed us that she had a conversation with the warranty company and allowed us to do work anywayWe take responsibility because we did not check and customer was not honestWe are at a $lossWe never ever blamed Duke Energy, we just needed them to make sure there equipment was working properlyHer air was out a week or two prior to our arrival so why didn't emergency room visit occur at that time? We hope the facts I have presented are proof that we were not negligent in anyway because these type of claims are very damaging as far as our future valued customers are concernedWe have a total of Complementary letters from customers during year and we will continue to bring them excellent service Initial Consumer Rebuttal / [redacted] (3000, 11, 2016/08/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) First What of all the first two visits from the tech were wmade without a prior phone call, and it took many, many phone calls and time lapse before another contact was made, as indicated in my reportAs far as the payment, I as the tech several times to bill me through Paypal, and even offered to have him do while he was at the house, for the $feeAs far as a high crime area, I do not understand the relevence of the reference, as it had nothing to do with the serviceAs far as the mud is concerned the technican had no mud on him at allAll he complained about was mosquitos, for which I gave him spray and he got a long sleeve shirt from his truckThere was no mud under the house before the pipe was disconnected from my sump pumpNot only did I suffer from the extensive time that it took for them to come out after I called over and over again, but they left the cover off my unit, disconnected the sump pump, caused me to have to live out of my home, caused me a trip to the emergency room, and the expense for the repalcement of another thermostat and control panel and labor, and the repair of the sump pumpSo, I don't understand what favor they did meAlso, after the damage was done and the Warranty Cohad me call them, they did not answer the phone nor return my callsRegarding the expenses they said they incurred, that is between them and the company; nontheless, they did not repair my unitAnd, the warranty company said that I would have file for damages against the tech's insurance, as they are not liable for any damages done by the techsI am the looser in this dealI was without air for 1/weeksAnd the day that I knew the air was out, I filed a claim and the tech came out that same dayThis is when the other damage was done to the unit Final Business Response / [redacted] (4000, 14, 2016/09/13) */ From: Basil T [redacted] (mailto: [redacted] @gmail.com) Sent: Tuesday, September 13, 12:PM To: ***@greensboro.Revdex.com.org Subject: [redacted] case# [redacted] warranty will not fax any correspondence concerning Mrs [redacted] but we spoke to them to get a better understanding of why this claim was denied and it was because of our report we gave themThey said they don't cover secondary damageHere's what we told them that caused this decision: Upon arrival the thermostat wires were exposed because case and cover were not thereThe other half of thermostat was found nearby on the floorSomehow due to tampering wires touched each other causing the volt system to short out and burn up other componentsThis is considered secondary damage and not wear and tearThe customer caused this malfunctionAddressing the sump pump, my technician had no reason to disconnect this pump that is about 10-feet away from the unit and this is an estimation but bottom line is AC unit has nothing to do with changing a transformer in the unitThe warranty company along with us could not contact Mrs [redacted] because she was out of town attending her mothers birthday event but she fails to mention that as a reason why she could not get work completedIf Mrs [redacted] is willing to pay for parts we installed along with labor totaling over $we might be able to arrive at a mutual agreementThere is a possibility that the sump pump was not working prior to our arrival because the technician complained about the job and requested that the job get cancelled but we informed him that we have to go above and beyond sometimesHe left the job site with muddy bootsThanks Basil T***/Lesley M***- owners Final Consumer Response / [redacted] (4200, 16, 2016/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am sorry that A-Plus Elite Repair Service feels the need to resort to more untruths about this claim; before it was a delay getting someone to service me because of me being in a high crime area, there were problems servicing the unit becuause the unit had been tampered with, the tech had problems working because of the muddy conditions - all untruthsNow the thermostat was exposed because the case and cover were not thereWhen the truth is that both the case and cover were secure; furthermore, the second tech replaced the thermostat, so if there was a problem with the theremostat it is because of the poor quality of work that their company didWhen the second tech came to repair the fire that sparked from the thermostat that damaged the outside unit and the unit under the house when the first tech came to service that unit, he left with the unit working saying I would need to call Duke Energy about the energy boxOf course, Duke Energy said there was no problem with the energy, or the energy box, and reported that the tech had left the tech had left the cover off unit outside and left it on the groundThe new tech that the warranty company sent out dianosed the problem as the control panel and a sump pump pipe was disconnected.The tech from A-Plus never diagnosed, nor reported either of these problems [redacted] Warranty told me to file against A-1's insurance, as they did not cover control panelsThe tech who repaired my unit repaired the control panel and had to replace the thermostat also, and my unit is working swellWhat bothers me is that it only took him 2-hours to repair it, whereas, I was w/o air 1/weeks trying to get my air done with A-I was available to answer and return calls during this time whereever I was

Initial Business Response /* (1000, 9, 2016/08/26) */
Contact Name and Title: Lesley M[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]@gmail.com
First of all we were very surprised at this complaint because we went above and beyond for this customer. [redacted] warranty set up the...

appointment so it was not a surprise visit. When the first tech arrived customer did not know where cover for thermostat was. Next Tech had to walk through dog feces because pit bull was tied outside next to the unit. We were skeptical about doing work because of crime area. The unit was secured with a thick chain to prevent theft.We also had to work under muddy conditions under the house. We jumped thermostat out and sparks and flames were shooting out of outside unit because of previous tampering. We informed Mrs. [redacted] that she would need several parts and we would schedule to have them installed pending availibilty and authorization from warranty company. Mrs [redacted] never paid us our service fee that we always collect from all of our customers. [redacted] denied her claim for several reasons so we never got paid for multiple parts that we installed. Our second tech complained about unsanitary conditions inside house and under house. He informed Mrs [redacted] that because we don't have account with Duke Power she would need to call them because there energy saving electronic connection was off not allowing us to trouble shoot further on her system. By the time the next service company got there they were able to determine the last malfunction because power was restored. This attempt to get free service and recovery of other things is bogus. Lastly we are puzzled by customer wanting us to take responsibilty for a sump pump because our work description does not fall in that category.We have decided to bill Mrs [redacted] for parts and work done to install those parts because we are tired of customers wanting something for nothing. Mrs [redacted] was aware of what was covered and what was not and she never informed us that she had a conversation with the warranty company and allowed us to do work anyway. We take responsibility because we did not check and customer was not honest. We are at a $425 loss. We never ever blamed Duke Energy, we just needed them to make sure there equipment was working properly. Her air was out a week or two prior to our arrival so why didn't emergency room visit occur at that time? We hope the facts I have presented are proof that we were not negligent in anyway because these type of claims are very damaging as far as our future valued customers are concerned. We have a total of 14 Complementary letters from customers during 2016 year and we will continue to bring them excellent service.
Initial Consumer Rebuttal /* (3000, 11, 2016/08/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First What of all the first two visits from the tech were wmade without a prior phone call, and it took many, many phone calls and time lapse before another contact was made, as indicated in my report. As far as the payment, I as the tech several times to bill me through Paypal, and even offered to have him do while he was at the house, for the $45.00 fee. As far as a high crime area, I do not understand the relevence of the reference, as it had nothing to do with the service. As far as the mud is concerned the technican had no mud on him at all. All he complained about was mosquitos, for which I gave him spray and he got a long sleeve shirt from his truck. There was no mud under the house before the pipe was disconnected from my sump pump. Not only did I suffer from the extensive time that it took for them to come out after I called over and over again, but they left the cover off my unit, disconnected the sump pump, caused me to have to live out of my home, caused me a trip to the emergency room, and the expense for the repalcement of another thermostat and control panel and labor, and the repair of the sump pump. So, I don't understand what favor they did me. Also, after the damage was done and the Warranty Co. had me call them, they did not answer the phone nor return my calls. Regarding the expenses they said they incurred, that is between them and the company; nontheless, they did not repair my unit. And, the warranty company said that I would have file for damages against the tech's insurance, as they are not liable for any damages done by the techs. I am the looser in this deal. I was without air for 4 1/2 weeks. And the day that I knew the air was out, I filed a claim and the tech came out that same day. This is when the other damage was done to the unit.
Final Business Response /* (4000, 14, 2016/09/13) */
From: Basil T[redacted] (mailto:[redacted]@gmail.com)
Sent: Tuesday, September 13, 2016 12:03 PM
To: [redacted]@greensboro.Revdex.com.org
Subject: [redacted] case# [redacted]
[redacted] warranty will not fax any correspondence concerning Mrs. [redacted] but we spoke to them to get a better understanding of why this claim was denied and it was because of our report we gave them. They said they don't cover secondary damage. Here's what we told them that caused this decision: Upon arrival the thermostat wires were exposed because case and cover were not there. The other half of thermostat was found nearby on the floor. Somehow due to tampering wires touched each other causing the 24 volt system to short out and burn up other components. This is considered secondary damage and not normal wear and tear. The customer caused this malfunction. Addressing the sump pump, my technician had no reason to disconnect this pump that is about 10-20 feet away from the unit and this is an estimation but bottom line is AC unit has nothing to do with changing a transformer in the unit. The warranty company along with us could not contact Mrs. [redacted] because she was out of town attending her mothers birthday event but she fails to mention that as a reason why she could not get work completed. If Mrs. [redacted] is willing to pay for parts we installed along with labor totaling over $400 we might be able to arrive at a mutual agreement. There is a possibility that the sump pump was not working prior to our arrival because the technician complained about the job and requested that the job get cancelled but we informed him that we have to go above and beyond sometimes. He left the job site with muddy boots. Thanks Basil T[redacted]/Lesley M[redacted]- owners.
Final Consumer Response /* (4200, 16, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am sorry that A-Plus Elite Repair Service feels the need to resort to more untruths about this claim; before it was a delay getting someone to service me because of me being in a high crime area, there were problems servicing the unit becuause the unit had been tampered with, the tech had problems working because of the muddy conditions - all untruths. Now the thermostat was exposed because the case and cover were not there. When the truth is that both the case and cover were secure; furthermore, the second tech replaced the thermostat, so if there was a problem with the theremostat it is because of the poor quality of work that their company did. When the second tech came to repair the fire that sparked from the thermostat that damaged the outside unit and the unit under the house when the first tech came to service that unit, he left with the unit working saying I would need to call Duke Energy about the energy box. Of course, Duke Energy said there was no problem with the energy, or the energy box, and reported that the tech had left the tech had left the cover off unit outside and left it on the ground. The new tech that the warranty company sent out dianosed the problem as the control panel and a sump pump pipe was disconnected.The tech from A-Plus never diagnosed, nor reported either of these problems. [redacted] Warranty told me to file against A-1's insurance, as they did not cover control panels. The tech who repaired my unit repaired the control panel and had to replace the thermostat also, and my unit is working swell. What bothers me is that it only took him 2-3 hours to repair it, whereas, I was w/o air 4 1/2 weeks trying to get my air done with A-1. I was available to answer and return calls during this time whereever I was.