Aire Serv of South Suburban Cook County

Initial Business Response / [redacted] (1000, 5, 2015/07/01) */ Contact Name and Title: [redacted] /Oper.mgr/Tech Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sbcglobal.net To who this may concern, this is a case of a new home owner who bought a house from a seller and it had a cross country home... services warranty with it he must not have a copy of it. I asked had he read it he said no. but his complaint is not with Aire Serv or me. he has a 100.00 deductible, payable to dispatch a repair tech to his home for a no cooling call, witch was done and a full service diagnosis was performed from the t-stat to the furnace including the filter once determined everything inside was working properly he and I went outside so he could show me the A/C unit, it was gone. We called his service provider to insure him that he indeed was responsible for his deductible . but not at the regular rate of 100.00 but only my rate for the service call 85.00 he wrote me a check and started getting mad at his insurance and the whole thing since his unit had be stolen! I have followed all rules and company policies to the letter, and owe him nothing more. although his anger is understood it is misplaced in thinking he received anything other than a professional top notch service call. I even offered to help him with the replacement before he got rude and told me to leave...which I did upon command without another word. Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) After finally getting a returned call from Management of the Insurance Provider. They agree that he shouldn't have charge me if the unit was missing since that was his sole purpose for coming to the home and not to conduct a full inspection which he claims occurred. Fact one he should have made it clearly understood before entering the home a service fee was required. Fact two which is the most important point and his very reason for coming is :" How can you service a Unit that is not there" ??? Please explain how can you charge to service a air conditioning unit that is not there? My insurance company has already promise to reimbursement of this theft. However, these unethical practices should be duly noted to protect future home owners and consumers from these practices. You see in his comments that he would do or say Anything to keep my money. Consumers BEWARE!!! Final Business Response / [redacted] (4000, 10, 2015/07/06) */ Contact Name and Title: [redacted] /Oper.mgr/Tech Contact Phone: XXXXXXXXXX Contact Email: [redacted] @sbcglobal.net To whom it may concern, I say again get a copy of your service agreement before you continue to slander and criticize me and my company. This is getting out of hand. Next no company sends techs out for free and there would be know way to know your unit was missing without doing a full diagnosis since the call was for no cooling! Even the homeowner didn't know his unit was stolen! Starting at the t-stat and checking the system from inside to the outside is how you determine where the problem is at. once ever thing inside is checked out (which I did)he was asked to show me his A/C units location, the theft was discovered by both of us. Finally when he called for his appointment had he not been a cross country home warranty customer the dispatch would have informed him of our diagnosis fee of 88.24 that is waived with a paid repair upon request but since he is a cross country customer(I am only the service provider they use to service there customers) he is required to pay a deductible as stated in his contract with them not me! He called them while I was there and was informed of this on speaker phone with me listening when they told him to pay his deductible! but not the whole 100.00 to only pay my negotiated service call rate 85.00 since there could be know further work done to rectify his no cooling call, which is why I was there. If I understand one of his statements above he has got them to agree to reimburse him for his fee . so what's the problem? I would have got the 85.00 from them if he had refused to pay it but he wrote the check and gave it to me when his service advisor told him to pay me. Now we are here with all of this! I did my job and followed the rules to the letter. There is nothing further to explain! Good luck with your new home!

Initial Business Response /* (1000, 5, 2015/07/01) */
Contact Name and Title: [redacted]/Oper.mgr/Tech
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
To who this may concern, this is a case of a new home owner who bought a house from a seller and it had a cross country home...

services warranty with it he must not have a copy of it. I asked had he read it he said no. but his complaint is not with Aire Serv or me. he has a 100.00 deductible, payable to dispatch a repair tech to his home for a no cooling call, witch was done and a full service diagnosis was performed from the t-stat to the furnace including the filter once determined everything inside was working properly he and I went outside so he could show me the A/C unit, it was gone. We called his service provider to insure him that he indeed was responsible for his deductible . but not at the regular rate of 100.00 but only my rate for the service call 85.00 he wrote me a check and started getting mad at his insurance and the whole thing since his unit had be stolen! I have followed all rules and company policies to the letter, and owe him nothing more. although his anger is understood it is misplaced in thinking he received anything other than a professional top notch service call. I even offered to help him with the replacement before he got rude and told me to leave...which I did upon command without another word.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
After finally getting a returned call from Management of the Insurance Provider. They agree that he shouldn't have charge me if the unit was missing since that was his sole purpose for coming to the home and not to conduct a full inspection which he claims occurred. Fact one he should have made it clearly understood before entering the home a service fee was required.
Fact two which is the most important point and his very reason for coming is :" How can you service a Unit that is not there" ???
Please explain how can you charge to service a air conditioning unit that is not there?
My insurance company has already promise to reimbursement of this theft.
However, these unethical practices should be duly noted to protect future home owners and consumers from these practices.
You see in his comments that he would do or say Anything to keep my money.
Consumers BEWARE!!!
Final Business Response /* (4000, 10, 2015/07/06) */
Contact Name and Title: [redacted]/Oper.mgr/Tech
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@sbcglobal.net
To whom it may concern, I say again get a copy of your service agreement before you continue to slander and criticize me and my company. This is getting out of hand. Next no company sends techs out for free and there would be know way to know your unit was missing without doing a full diagnosis since the call was for no cooling! Even the homeowner didn't know his unit was stolen! Starting at the t-stat and checking the system from inside to the outside is how you determine where the problem is at. once ever thing inside is checked out (which I did)he was asked to show me his A/C units location, the theft was discovered by both of us. Finally when he called for his appointment had he not been a cross country home warranty customer the dispatch would have informed him of our diagnosis fee of 88.24 that is waived with a paid repair upon request but since he is a cross country customer(I am only the service provider they use to service there customers) he is required to pay a deductible as stated in his contract with them not me! He called them while I was there and was informed of this on speaker phone with me listening when they told him to pay his deductible! but not the whole 100.00 to only pay my negotiated service call rate 85.00 since there could be know further work done to rectify his no cooling call, which is why I was there. If I understand one of his statements above he has got them to agree to reimburse him for his fee . so what's the problem? I would have got the 85.00 from them if he had refused to pay it but he wrote the check and gave it to me when his service advisor told him to pay me. Now we are here with all of this! I did my job and followed the rules to the letter. There is nothing further to explain! Good luck with your new home!