I am writing back in reference to case number [redacted] filled by [redacted] The customer Called us to give her a free 2nd opinionShe stated that she had another company out called Hometown HVACShe stated that she felt that they messed up her units and wanted us to figure out what was wrong with themOur Tech arrived on 7/20/at 2:44pmHe checked the upstairs unit over and found it to be low on RHe explained to her what was wrong and what the charges would beHe then recharged the system and could not get to the down stairs system because of a lock that she did not have keys forOur tech then collected for the charges that he discussed with the customer and left the site at 3:45pmOn 7/23/we sent another tech to figure out what was wrong with the downstairs system and arrived at 2:44pmHe found that a breaker was off so he turned it back on and tested the systemHe then called me to ask what to charge the customerI knew that she is a disabled vet and believe that we should help out our veterans so I told the tech not to charge her for the visitWe have not heard from her sinceI have attached copies of the work orders and the invoicesI feel we have been extremely fair and should not have to do anything else for this caseFor future problems you can send emails to [redacted] Thanks for your time and please let us know what else needs to be done to resolve this issue [redacted]
Revdex.com: I have reviewed the offer and/or 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 appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The customer contacted Revdex.com and said that the leak was not there before and she believes the business robbed her while performing the services they did
Upon reviewing all service calls, for this customer, we see that the unit was installed on 11/18/ The county inspection was approved on 12/15/The first service call was on 1/22/ The tech bled the gas line, unit fired up, and worked properlyThe second service call was on 2/11/2016, for the same problem The tech repeated previous steps, and system worked properly again The tech over the system and could not find any other issues On 2/12/we sent out a different tech who found the system on a no fire lockout because the system would not lightHe bled the gas line, checked gas pressures, and adjusted accordinglySystem worked properly again On 2/13/he went back out and moved the gas line that the exhaust was hitting which could have possibly caused sweat to build up and freeze when the temps where below freezing We did not charge anything for the first months of the install and did not charge anything for any of these service callsThey have a year parts warranty and a year labor warranty on this system and will only be charged a warranty deductible of $**during business hours after the first six months until the end of the year labor warranty.The next problem occurred on 10/10/ The tech found a pressure switch problem, that was caused by wind driven rain The customer was charged $deductible On 12/24/the customer called our after hours tech He explained the after hours rates and the customer told him to come out He found the thermostat jumping to the incorrect settings and disabled schedules and ordered a new thermostat under warranty The charge was $***.00; we usually charge $***for non maintenance contract customers On 12/29/another tech went out and found a very low inlet pressure, coming from the propane tank Upon checking the tank and it was at 20%The tech opened the gas line and hardly anything came out This lead the tech to believe that there is a possibility that the gauge could be off He informed the customer that they needed propane.On 12/31/the customer called the on call tech and the stories differ from this point The customer wanted the on call tech to come out (not the same from previous call)The tech explained the after hour rates and that he can not guarantee he could fix it after hours Due to not having tech support or access to OEM partsAt this time, the customer opted to wait for business hours This is where the customer says the tech said, "there is nothing we can do and they should get another company." When speaking with the tech, he admittedly denies saying any such thing We have never had any complaints about any of our the techs saying such We assumed the customer may have interpreted it wrong Any statement like this, made by any of our techs would be immediate grounds for termination.On 1/3/we still had not received the replacement thermostat, from the warranty center I, the operations manager, was able to acquired a new thermostat and offered to install it that day The customer wanted to wait until 1/4/to have a morning appointment I went out, installed the new thermostat, and explained to the customer that they have an intermittent problem and sometimes they can be very hard to determine, before I checked over the entire operating system After completing my inspection, over the entire system, I could not find any issues at this time I continued to stayed out at the home for hours, to monitor the system, and it worked flawlessly during that entire time.On 1/09/the customer called again with the heat not working We scheduled a tech to go out that day The tech called before going to the appointment and the heat was then working The customer knows that if the unit is working, we probably can not find anything wrong We offered for the tech to be at their home first thing the following morning, when the temperatures were still well below freezingThe tech arrived and found the system not working He was able to determine the gas valve would not open, even when it was receiving signal from the control board We have ordered the gas valve, and a control board, which are both covered by their warranty We want this fixed, just as bad if not more than the customer does We plan to have this fixed, at their scheduled appointment this Friday 1/13/ We have given the customer a year maintenance contract for free maintenance's, worth $*** The first maintenance will be preformed on 1/13/after the part replacement After speaking with two different field service reps, from ***, we are very confident this will be resolved 1/13/The only charges this customer has had since this was installed was one warranty deductible of $**and one after hours call of $***
I am writing back in reference to case number [redacted] filled by [redacted] The customer Called us to give her a free 2nd opinionShe stated that she had another company out called Hometown HVACShe stated that she felt that they messed up her units and wanted us to figure out what was wrong with themOur Tech arrived on 7/20/at 2:44pmHe checked the upstairs unit over and found it to be low on RHe explained to her what was wrong and what the charges would beHe then recharged the system and could not get to the down stairs system because of a lock that she did not have keys forOur tech then collected for the charges that he discussed with the customer and left the site at 3:45pmOn 7/23/we sent another tech to figure out what was wrong with the downstairs system and arrived at 2:44pmHe found that a breaker was off so he turned it back on and tested the systemHe then called me to ask what to charge the customerI knew that she is a disabled vet and believe that we should help out our veterans so I told the tech not to charge her for the visitWe have not heard from her sinceI have attached copies of the work orders and the invoicesI feel we have been extremely fair and should not have to do anything else for this caseFor future problems you can send emails to [redacted] Thanks for your time and please let us know what else needs to be done to resolve this issue[redacted]
I am writing back in reference to case number [redacted] filled by [redacted] The customer Called us to give her a free 2nd opinionShe stated that she had another company out called Hometown HVACShe stated that she felt that they messed up her units and wanted us to figure out what was wrong with themOur Tech arrived on 7/20/at 2:44pmHe checked the upstairs unit over and found it to be low on RHe explained to her what was wrong and what the charges would beHe then recharged the system and could not get to the down stairs system because of a lock that she did not have keys forOur tech then collected for the charges that he discussed with the customer and left the site at 3:45pmOn 7/23/we sent another tech to figure out what was wrong with the downstairs system and arrived at 2:44pmHe found that a breaker was off so he turned it back on and tested the systemHe then called me to ask what to charge the customerI knew that she is a disabled vet and believe that we should help out our veterans so I told the tech not to charge her for the visitWe have not heard from her sinceI have attached copies of the work orders and the invoicesI feel we have been extremely fair and should not have to do anything else for this caseFor future problems you can send emails to [redacted] Thanks for your time and please let us know what else needs to be done to resolve this issue [redacted]
Revdex.com: I have reviewed the offer and/or 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 appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted] The customer contacted Revdex.com and said that the leak was not there before and she believes the business robbed her while performing the services they did
Upon reviewing all service calls, for this customer, we see that the unit was installed on 11/18/ The county inspection was approved on 12/15/The first service call was on 1/22/ The tech bled the gas line, unit fired up, and worked properlyThe second service call was on 2/11/2016, for the same problem The tech repeated previous steps, and system worked properly again The tech over the system and could not find any other issues On 2/12/we sent out a different tech who found the system on a no fire lockout because the system would not lightHe bled the gas line, checked gas pressures, and adjusted accordinglySystem worked properly again On 2/13/he went back out and moved the gas line that the exhaust was hitting which could have possibly caused sweat to build up and freeze when the temps where below freezing We did not charge anything for the first months of the install and did not charge anything for any of these service callsThey have a year parts warranty and a year labor warranty on this system and will only be charged a warranty deductible of $**during business hours after the first six months until the end of the year labor warranty.The next problem occurred on 10/10/ The tech found a pressure switch problem, that was caused by wind driven rain The customer was charged $deductible On 12/24/the customer called our after hours tech He explained the after hours rates and the customer told him to come out He found the thermostat jumping to the incorrect settings and disabled schedules and ordered a new thermostat under warranty The charge was $***.00; we usually charge $***for non maintenance contract customers On 12/29/another tech went out and found a very low inlet pressure, coming from the propane tank Upon checking the tank and it was at 20%The tech opened the gas line and hardly anything came out This lead the tech to believe that there is a possibility that the gauge could be off He informed the customer that they needed propane.On 12/31/the customer called the on call tech and the stories differ from this point The customer wanted the on call tech to come out (not the same from previous call)The tech explained the after hour rates and that he can not guarantee he could fix it after hours Due to not having tech support or access to OEM partsAt this time, the customer opted to wait for business hours This is where the customer says the tech said, "there is nothing we can do and they should get another company." When speaking with the tech, he admittedly denies saying any such thing We have never had any complaints about any of our the techs saying such We assumed the customer may have interpreted it wrong Any statement like this, made by any of our techs would be immediate grounds for termination.On 1/3/we still had not received the replacement thermostat, from the warranty center I, the operations manager, was able to acquired a new thermostat and offered to install it that day The customer wanted to wait until 1/4/to have a morning appointment I went out, installed the new thermostat, and explained to the customer that they have an intermittent problem and sometimes they can be very hard to determine, before I checked over the entire operating system After completing my inspection, over the entire system, I could not find any issues at this time I continued to stayed out at the home for hours, to monitor the system, and it worked flawlessly during that entire time.On 1/09/the customer called again with the heat not working We scheduled a tech to go out that day The tech called before going to the appointment and the heat was then working The customer knows that if the unit is working, we probably can not find anything wrong We offered for the tech to be at their home first thing the following morning, when the temperatures were still well below freezingThe tech arrived and found the system not working He was able to determine the gas valve would not open, even when it was receiving signal from the control board We have ordered the gas valve, and a control board, which are both covered by their warranty We want this fixed, just as bad if not more than the customer does We plan to have this fixed, at their scheduled appointment this Friday 1/13/ We have given the customer a year maintenance contract for free maintenance's, worth $*** The first maintenance will be preformed on 1/13/after the part replacement After speaking with two different field service reps, from ***, we are very confident this will be resolved 1/13/The only charges this customer has had since this was installed was one warranty deductible of $**and one after hours call of $***
I have received a receipt for service done on my air conditioner Thank you for your help [redacted]
I am writing back in reference to case number [redacted] filled by [redacted] The customer Called us to give her a free 2nd opinionShe stated that she had another company out called Hometown HVACShe stated that she felt that they messed up her units and wanted us to figure out what was wrong with themOur Tech arrived on 7/20/at 2:44pmHe checked the upstairs unit over and found it to be low on RHe explained to her what was wrong and what the charges would beHe then recharged the system and could not get to the down stairs system because of a lock that she did not have keys forOur tech then collected for the charges that he discussed with the customer and left the site at 3:45pmOn 7/23/we sent another tech to figure out what was wrong with the downstairs system and arrived at 2:44pmHe found that a breaker was off so he turned it back on and tested the systemHe then called me to ask what to charge the customerI knew that she is a disabled vet and believe that we should help out our veterans so I told the tech not to charge her for the visitWe have not heard from her sinceI have attached copies of the work orders and the invoicesI feel we have been extremely fair and should not have to do anything else for this caseFor future problems you can send emails to [redacted] Thanks for your time and please let us know what else needs to be done to resolve this issue[redacted]