Air Services

Revdex.com:
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 are below[There was no offer to be had to resolve this wrong. Mr. Brown did not offer any solution that I can see. His response included no DETAILED resolution to this matter. He states HE is at the mercy of the insurance company. I ask if he is at the MERCY, then how would you categorize  my family's situation? As far as Honest Guys AKA Air Services Hvac company providing paperwork to the insurance company in any kind of quick manner is disingenuous at best.  We know it took several days for Air Service to give the insurance company the paperwork their insurance company requested. As a matter of fact, we have every reason to believe that the claim was not even filed until almost a week after the incident because we receive a letter from the insurance company stating as such.For Air Services to state we are unreasonable with them and further state that my husband has been rude and unreasonable is simply not true. Further to state we demand the insurance company bypass the estimates, assessment of damage etc is such a misrepresentation. Numerous attempts were made to the contrary. My husband has made numerous attempts to arrange for an insurance adjuster to come out to view the home including coordinating with [redacted] to make sure they would be available to be present.All attempts to arrange an appointment for the adjuster to assess the damage fell on deaf ears.Any documentation that was requested was submit to the insurance company within hours of the request. My husband was in contact with [redacted] to ensure the necessary documention was provided to the insurance company. My husband even had to contact AIR SERVICES to inquire as to when they would be submitting the documentation THEiR insurance company requested. Many hours were taken day to make sure ALL of the process was being followed but there was little to no progress. All we kept getting was insurance company's voicemail or delayed responses to e mails when we tried to pin down a timeframe on when our house would be fixed. All that was told to us time and time again was either the insurance company is waiting for something that was never made clear or an adjuster will be calling on.....We have never tried to bypass any insurance process. If anything we were doing everything in our power to move this along.  We were doing all the work and making no progress.  AIR Services wants to hang their hat on the notion that their insurance company is ONE of the BEST in the nation. All I can say is if this is one of the best then we would like to know who specifically they are referring to because it has not been clear to us.  We received correspondence from [redacted] who at some point then sourced it out to [redacted]. Which made it that much more difficult to figure who was supposed to do what.Bottom line is this has been a very exhausting.  We know accidents happen, but at the end of the day it is about how that is remedied with the least amount of inconvenience to the customer dealing with the aftermath.  Unfortunately this company failed on all accounts. 
Regards,
[redacted]

Review: This company came out to sevice my central air. The main line needed to be flushed due to a clog in the primary line. The work was performed on August 8, 2015 and on the evening of August 9, water was coming from the ceiling in my family room on the first story of 2 story house. The "owner" [redacted] was contacted with in minutes. My husband went into the attic and saw that the pipe was not attached and water had flooded the attic, went through the walls of both story now dripping from my ceilings. Construction crew came out the next morning to survey the damage and found water damage throughout my house starting from the attic through the walls, floors and straight through my family room. That construction crew got the go ahead from "Honest guys" to start the work to repair the damage. "Honest Guys," specifically the owner and worker, [redacted], who caused the damage admitted fault because of the unscrewed pipe. Construction crew, [redacted] began tearing out the drywall in the family room ceiling, the upstairs outside my daughters' room, carpet in the hallway and in my daughters' bedroom and insulation in the attic. 10 industrial blowers were set up and on non stop for 3 days to dry out the area. My family had to make other sleeping arrangements because my daughters' room and guest bedroom were (and still) are uninhabitable. We had to eventually buy an air mattress to sleep on because 3/4 of our house is uninhabitable and only the bed in the master bedroom was left to sleep in. Once the blowers were removed on 8/12 nothing has been done since to repair the parts of my house destroyed by the Honest guys aka Air Services HVAC inc.This company keeps pawning us off to their insurance company and have washed their hands of this. This company destroyed my house and should pay for remainder of the repairs then go after their insurance. Their issue not ours. They were negligent . Over 3 weeks since anything has been done.Kids are suffering in a house 88 degree because no aiDesired Settlement: I want my house to be returned to the condition it was prior to this company's negligence without having to wait on their insurance company. We are not responsible for approval from their insurance company. Regardless, my husband has provided everything the claims adjuster has asked for.

I would like my home to be habitable again and have my daughters be able to return to their room because as of right now their is exposed floor boards and nails outside their room door.

I want the drywall replaced, ceiling refinishe with the Venetian plaster, painted to match to the other part of the ceiling, new drywall in the upstairs where it was torn out, replacement,of the damaged carpet and carpet pad where it was cut out and removed, insulation replaced in the attic where removed and a return of any monies from this botched job plus the monies given for a future job for service on our furnace along with money out out for filters we have yet to receive.

Business

Response:

We have been in business for 20 years. We have helped 1000s upon 1000's of homeowners and commercial properties with their HVAC. In that time we have never had one Revdex.com complaint, nor have we ever had to file a claim to our liability insurance company for repairs of our work. None in 20 years.! Our employee [redacted], did in fact make a mistake when doing the repair. When we found out about the leak we had a restoration company at the property immediately. HOWEVER due to the fact that this job requiered our insurance company to be involved we were at the mercy of the insurance company. Once we reported it to them, we were told we have to hand it over to them in order for the claim to go through.. We had to provide them all of the necessary paperwork and they had to have their restoration companies assess the damage, claims and estimates. We have done EVERYTHING in our power to meet the needs and demands of our insurance carrier, which by the way is one of the biggest and best in the industry. We are not allowed to send in our own restoration comapany to a job and then get reimbursed by the insurance company as this is not the guidelines we have to follow as the insured. We have responded to the homeowner every time they have called but they have been unreasonable with both us and the insurance company in demanded we bypass the process of estimates, assessing damage etc. While it was never our intention to have one of our employees make a mistake, it does happen rarely. We do everything to rectify the problem by following laws and procedures set forth by our insurance company. We are the honest guys, we have been for 20 years and we stand by our name. Our business has been built on honesty and integrity. We have apologized for our employee's mistake and have made sure that the homeowner's property will be fully restored. As I stated we have never had a claim or a Revdex.com complaint in 20 years of doing business. The insurance company will make sure their home is restored, we just have to follow the procedures set by the insurance company. The insurance company has also stated that this customer is extremely unreasonable rude and does not want to follow the necessary steps to get their house fully restored.

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 are below