Air Busters of San Antonio

First please let me state that when dealing with a home warranty company we have no control over how long it takes to replace a unitOnce we arrive at a home or residence, and call in the information to the warranty company, the warranty company then orders the equipment We are not able or allowed to simple go pick up the equipment to replace itMuch like going through an insurance company, you must wait for the claim to be processed then sent to their purchasing department where a purchase order is generated before it is even sent to the supply house for processing and finally we are notified that the order was received and is waiting for us to pick it upThen and only then can we schedule for the installSecondly we received a recall notice stating that the unit was not cooling properlyOn the date we were schedule to come to the tenants residence it began to storm with thunder and lightningWith this residence please note that the condensing unit that cools it is located on the roof of a four story buildingWe will not compromise the safety of our technicians at any point, this was explained to the tenantWe rescheduled and at the time of our second appointment unfortunately the same thing happened, again we explained this to the management company as well as the home warranty companyFinally our tech was able to come out to the residence in which he found that someone had stepped on the refrigerant lineThis is not covered by the home warranty company but out of courtesy and due to the inconvenience from the storms we repaired it at no additional charge to the home ownerWe do apologize once again for having to reschedule however once again, we also will never compromise the safety of our technicians

Our technician went out to [redacted] on 6/12/While at the home the tech found that the wire to the volt connection was wornThe tech then rewired the connection then waited and observed the unit to which no other mechanical failures were found The unit cycled normallyOccasionally we will encounter intermittent problems with air conditioning unitsAt the time our tech went to the home the only issue that was found was the tattered wiring, which was repairedOur records due indicate that the original appointment was schedule for the previous dayAs a result of inconvenience to the homeowner, Air Busters has no problem refunding the service feeOnce we received notice that the Revdex.com complaint has been agreed upon and complete we will mail out the refund check to [redacted] ***Please advise so that we can move forward

To whom it may concern,
This
is in response to Revdex.com complaint number ***, regarding the property located at *** *** ***,
unit number ***, *** ***, Tx, ***We received a work order from First
American Home buyer’s protection
regarding the air conditioning unit not
working properly at the above residenceOur technician ***, went out at found
that the unit was slightly low on refrigerantProtocol is that if a unit is
more than lbs low on refrigerant that we need to do a leak testAt the time
of service the unit was only lbs low of refrigerantUpon a visual inspection
there was no evidence of a leak at the timeOnce the unit was charged the tech
waited to make sure that there was no additional indicators of a leak, no were
foundThe internet portal in which we update all our jobs was updated and the
information sent to First AmericanAs a subcontractor for First American, it
should be noted that we have no control over, when or how long it takes for the
equipment or parts to be orderedIn addition, we are required to attempt to
fix the unit rather than replace, if replacement is not mandatory at the time
of serviceWe received a recall notice from FA to go back out to the home At this point we sent out a different tech who
told us the condensing coils needed to be replaced as he did find a leak(It
should be noted that *** *** is located on the beach, so most every
condensing unit looks rusted, even if it is only a year or two old as a result
of the salt in the air) Once the tech left the residence the information was
then forwarded to First AmericanOnce again, we have no control over when, how
or if FA approves and/or orders equipmentI am speechless that Mr***
wants us to pay for the repair of his air conditioning unit and the loss of the
revenue from his rental property, as if we are the ones who broke it in the
first placeI am also uncertain at this point if there was a lack of maintenance
associated with the failure of the unitUnits in areas near the beach have to
be serviced at least twice a year, and since this unit is on the roof, we are
not sure if that was accomplishedI am sorry for Mr***’s experience,
however, we did not break his air conditioning unit, nor are we responsible for
how FA respondedWe are simply the middle man

Complaint: [redacted]
I am rejecting this response because: Either Air Busters or First American is not telling the truth on sending or receiving the required info for processing the repair. First American repeatedly said that they were waiting for 2+ weeks on the required paperwork from Air Busters to allow for the required repair from them or another company of my choosing. Supposedly the owner of Air Busters went (several weeks after April 12th) from San Antonio to Corpus Christi to look for the report from their service tech that did not return it to them for processing. Apparently he did not find the report as they said they still had not received it. It wasn't until May 3rd (21 days after the second call to First American about having the A/C repaired)  that Air Busters called and said that that another tech was on his way to re-evaluate the problem to see about getting the paperwork to First American for repair processing. They could have easily sent another tech out to write up the problem and send it to First American right away rather than 18 days after the tech finally arrived on April 15th. Incredulous that Air Busters won' stand up and take responsibility for it's employees and owners for dropping the ball. I want a formal written apology from this company and as I stated before, I want reimbursement for all the charges incurred by having to use another company to get the repair done and I want reimbursement for lost rental income during this period due to the unacceptable delays and poor management and customer service.
Regards,
[redacted]

Our technician went out to [redacted] on 6/12/14. While at the home the tech found that the wire to the 24 volt connection was worn. The tech then rewired the connection then waited and observed the unit to which no other mechanical failures were found....

The unit cycled normally. Occasionally we will encounter intermittent problems with air conditioning units. At the time our tech went to the home the only issue that was found was the tattered wiring, which was repaired. Our records due indicate that the original appointment was schedule for the previous day. As a result of inconvenience to the homeowner, Air Busters has no problem refunding the service fee. Once we received notice that the Revdex.com complaint has been agreed upon and complete we will mail out the refund check to [redacted]. Please advise so that we can move forward.

First please let me state that when dealing with a home warranty company we have no control over how long it takes to replace a unit. Once we arrive at a home or residence, and call in the  information to the warranty company, the warranty company then orders the equipment....

We are not able or allowed to simple go pick up the equipment to replace it. Much like going through an insurance company, you must wait for the claim to be processed then sent to their purchasing department where a purchase order is generated before it is even sent to the supply house for processing and finally we are notified that the order was received and is waiting for us to pick it up. Then and only then can we schedule for the install. Secondly we received a recall notice stating that the unit was not cooling properly. On the date we were schedule to come to the tenants residence it began to storm with thunder and lightning. With this residence please note that the condensing unit that cools it is located on the roof of a four story building. We will not compromise the safety of our technicians at any point, this was explained to the tenant. We rescheduled and at the time of our second appointment unfortunately the same thing happened, again we explained this to the management company as well as the home warranty company. Finally our tech was able to come out to the residence in which he found that someone had stepped on the refrigerant line. This is not covered by the home warranty company but out of courtesy and due to the inconvenience from the storms we repaired it at no additional charge to the home owner. We do apologize once again for having to reschedule however once again, we also will never compromise the safety of our technicians.