I apologize for not responding sooner, as these emails seem to have gone into my junk mail!Not sure what to say about this except that the majority of this complaint is so inaccurateWe are very familiar with this customer as we dealt with them many timesFirst things first....Our company policy is very clear- all work done on rental homes must FIRST BE APPROVED by the landlordPeriodNo exceptionsWe first went to this home in March because their heater wasn't blowing hot air, and as stated, they purchased a maintenance contract, as approved by their landlord ***, for $And they also replaced capacitor, as approved by the landlordWe went back to the home to do a pre-paid maintenance on 6/20/and we have detailed notes from technician stating that the a/c was working when we got there and was working when he leftHe noted that they told him they smelt a burning smell and he checked the circuit board and electrical compartment with no signs of burning anywhereThey then called back the next day, during the middle of the night (we answer the phones with our staff 24/7) and yelled and cursed at our dispatcher, Vanessa, blaming us because their unit isn't cooling now after our technician just did the maintenanceWe told them we could come back out to look at that problem, and we would even come out for free, in case it was possibly something we had accidentally donebut we first need to get it approved by the landlord because this was a new situation and repairThey refused to let us call the landlord because they were already on bad terms with herWe let them know there was nothing we could do without approval.The next day they called back furious and talked at length with our office manager, yelling, threatening to complain to the Revdex.com and leave bad reviews online because we wanted to inform the landlord and get approval on this new repair that she was unaware ofThey were inconsolable and kept saying their landlord hated them and was trying to evict them already and that this would make her more angryOur office manager, Natalie, repeatedly told them that the issues in the relationship between the landlord and tenant were not anything she wanted to be apart of or anything we were wanting to hear about, but our policy is clear- get landlord's approvalIt's not their house to give us permission to work onOur general manager Dave did finally talk to them, without any ability to calm them down, and just repeated our policy, as they yelled and cursedWe offered several times to just refund their money ($169) for the maintenance we had already done and asked them to just please find someone else to do the work that would work on a rental without permission from the landlord, but we won'tWe did end up refunding that right away, but we never told their landlord they we never serviced the unitThat's not true at allWe talked to ***, the landlord, and told her everything that had happenedShe stated that she has had many problems with these tenantsThey are always very paranoid and kinda crazyShe thinks they're on drugs.Sidenote- they never told any of our staff that they even had children, much less some with medical issues....but the policy wouldn't changeWe still wouldn't be able to work on their homeWe aren't sure what more we could have doneLet us know if you think we could have dealt with this situation differentlyIf you'd like a copy of any of our notes from the situation in our software system, we'd be happy to share~AndreaAllbritten [redacted]
I am rejecting this response because:
I should not have to pay money for something that dose not workas I said in the complaint, I was nt expecting a prefer fix, but I should work right after the motor was replacedas per my renter and myself, there was no heat only the money for repairs taken and trying to up charge me with my on money
I apologize for not responding sooner, as these emails seem to have gone into my junk mail!Not sure what to say about this except that the majority of this complaint is so inaccurate. We are very familiar with this customer as we dealt with them many times. First things first....Our company policy...
is very clear- all work done on rental homes must FIRST BE APPROVED by the landlord. Period. No exceptions. We first went to this home in March 2017 because their heater wasn't blowing hot air, and as stated, they purchased a maintenance contract, as approved by their landlord [redacted], for $169. And they also replaced capacitor, as approved by the landlord. We went back to the home to do a pre-paid maintenance on 6/20/17 and we have detailed notes from technician stating that the a/c was working when we got there and was working when he left. He noted that they told him they smelt a burning smell and he checked the circuit board and electrical compartment with no signs of burning anywhere. They then called back the next day, during the middle of the night (we answer the phones with our staff 24/7) and yelled and cursed at our dispatcher, Vanessa, blaming us because their unit isn't cooling now after our technician just did the maintenance. We told them we could come back out to look at that problem, and we would even come out for free, in case it was possibly something we had accidentally done... but we first need to get it approved by the landlord because this was a new situation and repair. They refused to let us call the landlord because they were already on bad terms with her. We let them know there was nothing we could do without approval.The next day they called back furious and talked at length with our office manager, yelling, threatening to complain to the Revdex.com and leave bad reviews online because we wanted to inform the landlord and get approval on this new repair that she was unaware of. They were inconsolable and kept saying their landlord hated them and was trying to evict them already and that this would make her more angry. Our office manager, Natalie, repeatedly told them that the issues in the relationship between the landlord and tenant were not anything she wanted to be apart of or anything we were wanting to hear about, but our policy is clear- get landlord's approval. It's not their house to give us permission to work on. Our general manager Dave did finally talk to them, without any ability to calm them down, and just repeated our policy, as they yelled and cursed. We offered several times to just refund their money ($169) for the maintenance we had already done and asked them to just please find someone else to do the work that would work on a rental without permission from the landlord, but we won't. We did end up refunding that right away, but we never told their landlord they we never serviced the unit. That's not true at all. We talked to [redacted], the landlord, and told her everything that had happened. She stated that she has had many problems with these tenants. They are always very paranoid and kinda crazy. She thinks they're on drugs.Sidenote- they never told any of our staff that they even had children, much less some with medical issues....but the policy wouldn't change. We still wouldn't be able to work on their home. We aren't sure what more we could have done. Let us know if you think we could have dealt with this situation differently. If you'd like a copy of any of our notes from the situation in our software system, we'd be happy to share. ~AndreaAllbritten[redacted]
When our technician [redacted] went to the home 12/29/17 for a no heat call to a tenant's home. The technician found a bad inducer fan motor. After replacing the motor with approval from Mr. [redacted] the technician cycled on the unit from the thermostat and the unit was heating. However the...
tech noticed that there was moisture all over the control board. The technician took pictures of the wet control board and talked to the landlord, Mr [redacted] on the phone and let him know the unit is working now but there's moisture on the control board and it could very likely go out soon. My [redacted] declined since the unit was now working. He also let the landlord know there was evidence of insulation coming through the return and register. He told him that new ducting and a new system was strongly encouraged. We never say it's "needed", but rather only ever say encouraged or recommended. This is in writing on the invoice as well..."strongly encouraged". On January 6th, we were called back out because the unit wasn't heating again. This second technician, [redacted], found that the unit was off. He turned the system on heat mode and found the control board was not sending power to the blower on heating sequence. The tech advised the customer, Mr [redacted], to replace the control board. He quoted him a special price (parts only) of $195 since we had already been out there once, per the service manager [redacted]. Also the tech said we would give him full credit on $698 if he ended up wanting to purchase a new system instead. He declined. Our technician gave us a heads up that the customer complained about losing faith in us and wanted the full money back of $698. The technician told Mr [redacted] that we can remove new motor and credit $341 if he wanted. But the rest of the cost is for our time and labor. Mr [redacted] then declined and let our tech know he would be calling Revdex.com to complain. We have almost every word of the interaction and what was offered in writing in our computer system and on the invoices. Sidenote, with how our taxes work, our customers don't pay sales tax, so that's not something that's an issue anyway.
I apologize for not responding sooner, as these emails seem to have gone into my junk mail!Not sure what to say about this except that the majority of this complaint is so inaccurateWe are very familiar with this customer as we dealt with them many timesFirst things first....Our company policy is very clear- all work done on rental homes must FIRST BE APPROVED by the landlordPeriodNo exceptionsWe first went to this home in March because their heater wasn't blowing hot air, and as stated, they purchased a maintenance contract, as approved by their landlord ***, for $And they also replaced capacitor, as approved by the landlordWe went back to the home to do a pre-paid maintenance on 6/20/and we have detailed notes from technician stating that the a/c was working when we got there and was working when he leftHe noted that they told him they smelt a burning smell and he checked the circuit board and electrical compartment with no signs of burning anywhereThey then called back the next day, during the middle of the night (we answer the phones with our staff 24/7) and yelled and cursed at our dispatcher, Vanessa, blaming us because their unit isn't cooling now after our technician just did the maintenanceWe told them we could come back out to look at that problem, and we would even come out for free, in case it was possibly something we had accidentally donebut we first need to get it approved by the landlord because this was a new situation and repairThey refused to let us call the landlord because they were already on bad terms with herWe let them know there was nothing we could do without approval.The next day they called back furious and talked at length with our office manager, yelling, threatening to complain to the Revdex.com and leave bad reviews online because we wanted to inform the landlord and get approval on this new repair that she was unaware ofThey were inconsolable and kept saying their landlord hated them and was trying to evict them already and that this would make her more angryOur office manager, Natalie, repeatedly told them that the issues in the relationship between the landlord and tenant were not anything she wanted to be apart of or anything we were wanting to hear about, but our policy is clear- get landlord's approvalIt's not their house to give us permission to work onOur general manager Dave did finally talk to them, without any ability to calm them down, and just repeated our policy, as they yelled and cursedWe offered several times to just refund their money ($169) for the maintenance we had already done and asked them to just please find someone else to do the work that would work on a rental without permission from the landlord, but we won'tWe did end up refunding that right away, but we never told their landlord they we never serviced the unitThat's not true at allWe talked to ***, the landlord, and told her everything that had happenedShe stated that she has had many problems with these tenantsThey are always very paranoid and kinda crazyShe thinks they're on drugs.Sidenote- they never told any of our staff that they even had children, much less some with medical issues....but the policy wouldn't changeWe still wouldn't be able to work on their homeWe aren't sure what more we could have doneLet us know if you think we could have dealt with this situation differentlyIf you'd like a copy of any of our notes from the situation in our software system, we'd be happy to share~AndreaAllbritten [redacted]
I am rejecting this response because:
I should not have to pay money for something that dose not workas I said in the complaint, I was nt expecting a prefer fix, but I should work right after the motor was replacedas per my renter and myself, there was no heat only the money for repairs taken and trying to up charge me with my on money
I apologize for not responding sooner, as these emails seem to have gone into my junk mail!Not sure what to say about this except that the majority of this complaint is so inaccurate. We are very familiar with this customer as we dealt with them many times. First things first....Our company policy...
is very clear- all work done on rental homes must FIRST BE APPROVED by the landlord. Period. No exceptions. We first went to this home in March 2017 because their heater wasn't blowing hot air, and as stated, they purchased a maintenance contract, as approved by their landlord [redacted], for $169. And they also replaced capacitor, as approved by the landlord. We went back to the home to do a pre-paid maintenance on 6/20/17 and we have detailed notes from technician stating that the a/c was working when we got there and was working when he left. He noted that they told him they smelt a burning smell and he checked the circuit board and electrical compartment with no signs of burning anywhere. They then called back the next day, during the middle of the night (we answer the phones with our staff 24/7) and yelled and cursed at our dispatcher, Vanessa, blaming us because their unit isn't cooling now after our technician just did the maintenance. We told them we could come back out to look at that problem, and we would even come out for free, in case it was possibly something we had accidentally done... but we first need to get it approved by the landlord because this was a new situation and repair. They refused to let us call the landlord because they were already on bad terms with her. We let them know there was nothing we could do without approval.The next day they called back furious and talked at length with our office manager, yelling, threatening to complain to the Revdex.com and leave bad reviews online because we wanted to inform the landlord and get approval on this new repair that she was unaware of. They were inconsolable and kept saying their landlord hated them and was trying to evict them already and that this would make her more angry. Our office manager, Natalie, repeatedly told them that the issues in the relationship between the landlord and tenant were not anything she wanted to be apart of or anything we were wanting to hear about, but our policy is clear- get landlord's approval. It's not their house to give us permission to work on. Our general manager Dave did finally talk to them, without any ability to calm them down, and just repeated our policy, as they yelled and cursed. We offered several times to just refund their money ($169) for the maintenance we had already done and asked them to just please find someone else to do the work that would work on a rental without permission from the landlord, but we won't. We did end up refunding that right away, but we never told their landlord they we never serviced the unit. That's not true at all. We talked to [redacted], the landlord, and told her everything that had happened. She stated that she has had many problems with these tenants. They are always very paranoid and kinda crazy. She thinks they're on drugs.Sidenote- they never told any of our staff that they even had children, much less some with medical issues....but the policy wouldn't change. We still wouldn't be able to work on their home. We aren't sure what more we could have done. Let us know if you think we could have dealt with this situation differently. If you'd like a copy of any of our notes from the situation in our software system, we'd be happy to share. ~AndreaAllbritten[redacted]
When our technician [redacted] went to the home 12/29/17 for a no heat call to a tenant's home. The technician found a bad inducer fan motor. After replacing the motor with approval from Mr. [redacted] the technician cycled on the unit from the thermostat and the unit was heating. However the...
tech noticed that there was moisture all over the control board. The technician took pictures of the wet control board and talked to the landlord, Mr [redacted] on the phone and let him know the unit is working now but there's moisture on the control board and it could very likely go out soon. My [redacted] declined since the unit was now working. He also let the landlord know there was evidence of insulation coming through the return and register. He told him that new ducting and a new system was strongly encouraged. We never say it's "needed", but rather only ever say encouraged or recommended. This is in writing on the invoice as well..."strongly encouraged". On January 6th, we were called back out because the unit wasn't heating again. This second technician, [redacted], found that the unit was off. He turned the system on heat mode and found the control board was not sending power to the blower on heating sequence. The tech advised the customer, Mr [redacted], to replace the control board. He quoted him a special price (parts only) of $195 since we had already been out there once, per the service manager [redacted]. Also the tech said we would give him full credit on $698 if he ended up wanting to purchase a new system instead. He declined. Our technician gave us a heads up that the customer complained about losing faith in us and wanted the full money back of $698. The technician told Mr [redacted] that we can remove new motor and credit $341 if he wanted. But the rest of the cost is for our time and labor. Mr [redacted] then declined and let our tech know he would be calling Revdex.com to complain. We have almost every word of the interaction and what was offered in writing in our computer system and on the invoices. Sidenote, with how our taxes work, our customers don't pay sales tax, so that's not something that's an issue anyway.