American Air Conditioning and Heating Company

Complaint: [redacted] I am rejecting this response because: An extremely tainted view of what happenedMy "social status" and "wealth" have nothing to do with this conversation, but shows the inflammatory nature of this vendorI have been unemployed since the company I worked for failedI am hardly of any higher social class or wealth by any stretch of the imaginationThese type of comments were made when I tried to reason with this incompetent and extremely rude gentlemen over the phoneOnce again, he is right and the customer is just a rich jerk trying to cut in lineWhat really happened was that they failed to do their job the first time and didn't show up the second timeAlways either American Home Shield's fault or the end customer's faultThis is truly sad to think that anyone can run a business like thisI am guessing this is [redacted] responding as he is the one who calls himself a manager at this establishmentExtremely sad that anyone who bestow such a title on someone that obviously can't manage his mouthOh well and really didn't expect a response any different from this shoddy businessWould suggest the Revdex.com investigate and the public stay very far awayI have already reported them to American Home Shield and as a [redacted] Realtor, they will listenThe great news is that [redacted] may have to learn some customer service when his calls go down to a lower volumeWe can only hope Regards, [redacted]

On 8/we went out to *** *** *** to inspect one unit through American Home ShieldThe dispute was for one unitThe customer must make American Home Shield aware that they want to units serviced so that we can get paid for both unitsThis customer’s dispatch was for one unit
onlyDuring our initial visit on 8/nothing was mentioned about a second unitThe only problem that was brought to our attention was the clogged drainThe issue was resolved and we completed the service call
We then received a dispatch for the second unit on 8/and scheduled it for the next day on 8/between 8-9am with the home ownerThe tech went out the next morning and could not get in through the gateOur company does not save gate codes because of liability issues and in most cases the gate codes given to us are usually temporary codes that are given to contractors because of security purposes
The technician attempted to contact the customer from the gate box but the number was disconnectedThe technician and our office attempted several times to reach the home owner with no results or a call backThe Home owner called into the office more than an hour later upset because he had missed his appointmentWe informed the customer that we would not be able to put him back on the schedule until the following day due to our high volume of calls (This is our peak season)The customer was aggravated and insisted that we return as soon as possibleWe informed him that it would not be possible because we already had customers scheduled after his missed appointment
The customer then stated that because of his social status that we were supposed to push other customers aside and service his A/C unit first because he was more importantI informed him that all of our customers were equally important to us regardless of social status or wealthI also mentioned that we would not push our customers aside to service his unit that day after missing his appointment but, we would have been more than happy to reschedule him for the next day at our earliest call between 8-9amHe then threatened to file a Revdex.com complaint and write bad reviews on the internet if we did not do as he demandedI informed him to do as he liked but, we were still unable to return to his home until the next day
This customer missed his appointment and refused to take responsibility for not providing access to his houseHe felt that he was entitled to extra privilege because of his “wealth and social status”. He refused to take any kind of responsibility and try to blame us even though we drove to his community and made several attempts to contact him and get through the gateWe will never attempt to contact this customer to provide service due to his unnecessary remarks
American Air Conditioning & Heating Co
*** *** **

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I would however like to respond to their response.  First of all, as I hope you can agree, this business' correspondence was not professional.  To call a CUSTOMER a child is an inappropriate response.  I don't think anyone should call anyone after 9pm.  It's rude because some people are asleep by then.  Me not answering my phone wasn't being "childish" I WAS ASLEEP.  And then again at 7:45am?!  I was driving to work and it's illegal to talk on the phone in a car in San Antonio.  That being said, after calling them back less than an hour later, I was brushed off and told I was moved to the back of the list.  While I completely understand that their business is busy during the summer (DUH, this is south Texas, maybe y'all need to hire more workers), maybe they could have just scheduled us and if we couldn't do that time, then move us to the back of the list.  Secondly, we tried calling twice during office hours (the day they returned our call at 9pm) and could never get a hold of ANYONE.  Maybe hire more front office staff.  And third, they lied multiple times to us trying to cover their tracks.  I was told that they call three times before "moving people to the back of the list" but they just said they called twice.  They also stated that they didn't get the home warranty request until 7:44am of they next day, so the initial call at 9pm wasn't even about the service request.  And lastly, we initiated contact with the home warranty people stating our dislike of how they ran their business and they transferred us to a new company, not them.This company is less than professionally run and I hope the Revdex.com realizes that.  
Regards

Sorry that you are not pleased with our service but I can tell from your response that no matter what we would do your the kind of person that will never be satisfied. this will be our last communication with you on this issue due to the fact that you lie about the situation to make yourself into a victim. what kind of person are you. Don't you have better things to do than sit on your computer and make up lies and half truths about the situation. we service a lot of customers that are very happy with our service unfortunately you are not one of them. As we stated before we here at American air conditioning are not here to be verbally abused or mistreated by anyone. If you are not happy with your home warranty company then maybe you shouldn't have one.

[redacted] service was handled within her home warranty guidelines and at no time were my staff unpleasant or evasive to **s. [redacted]. All of our incoming calls are recorded for quality and training purposes and **s. [redacted] repeatedly demanded for a quicker service than here home warranty would allow maybe she should read through her home warranty contract before she signed it instead of wanting us to explain her contract to here after the fact. We are not required to refund her any money due to the fact that the service call was made in a timely manner and all deficiencies were turned in to the home warranty company to authorize. We received authorization to complete repairs on the following day but **s. [redacted] had already taken a cash out from the home warranty company. As far as having more work than we can handle , it is the peak season and I think that just about every professional company in town is backed up with the amount of calls we are getting in san Antonio and the surrounding area due to the heat being in the 100 *f. I don't think we could have done anything to keep **s. [redacted] happy unless we would have done the repair that day we were out to diagnose, unfortunately that was not possible due to her home warranty guidelines.

We are in litigation with this customer at the current time and she has to date been able to provide myself or the court evidence of any damage. She has asked for a payment of 10,000 and makes threats to attack us on social media and give us bad reviews if we did not pay her. I am a disabled vet who...

fought for my rights not to be threatened by extortion by a person that can't even prove there was any damage she can only say that it was already repaired. Come on who repaires damage they expect to get paid for but never contacts us till after the repairs have been done with no proof their was ever damage. We would gladly have repaired any damage we had done if we were slowed to examin the damage to confirm liability. We will not be strong armed for 10,000 just because she submits false complaints against us. She's just mad cause she's loosing the case

we called this customer twice to get them on the schedule but never got an answer. the customer then proceeds to put a negative review on our facebook page because we have not scheduled her. when scheduling over 100 calls a day the times we call the customer may vary we start at the top of our...

schedule and keep calling customers till they have either been scheduled. we schedule at least 100 calls a day and all we expect is the customer to answer to except a appointment time but when a costomer acts like a child and plays games by not answering the phone cause its not at the time they receive phone calls it is hard to service them. we got ahold of the home warranty company and requested they transfer this customer to another company because we refuse to do business with people such as herself. during this time of year every air conditioning company is very busy and we dont need the additional stress of dealing with unreasonable people Tell us why here...

Complaint: [redacted]
I am rejecting this response because:At 1:05PM August 11, Thursday I called to get a status update and told that "the coils have been repaired and expect a call from the scheduler on Monday".  Your response is NOT directed to my complaint at this point.  American Home Shield called several air conditioning companies looking for a company that could and was willing to take the job (contract) expedited.  American Air 1) came to the house immediately, THANK YOU. 2)FAILED to start coil repair process right away KNOWING it is a long process. (Repair wasn't started for 5 days). 3)FAILED to have the coils back on a technician's truck for installation right away.  **I have made sure I've been available and attentive for any arrangements needed to fit your companies schedules knowing very well that you were suppose to be expediting this work order as you initially agreed to from American Home Shield. 4) August 11 @ 2:43 American Home Shield ([redacted]) has already been notified of the breech of contract and they too have tried calling the 3 phone numbers and emailed leaving messages letting you know that this has been unacceptable.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
An extremely tainted view of what happened. My "social status" and "wealth" have nothing to do with this conversation, but shows the inflammatory nature of this vendor. I have been unemployed since the company I worked for failed. I am hardly of any higher social class or wealth by any stretch of the imagination. These type of comments were made when I tried to reason with this incompetent and extremely rude gentlemen over the phone. Once again, he is right and the customer is just a rich jerk trying to cut in line. What really happened was that they failed to do their job the first time and didn't show up the second time. Always either American Home Shield's fault or the end customer's fault. This is truly sad to think that anyone can run a business like this. I am guessing this is [redacted] responding as he is the one who calls himself a manager at this establishment. Extremely sad that anyone who bestow such a title on someone that obviously can't manage his mouth. Oh well and really didn't expect a response any different from this shoddy business. Would suggest the Revdex.com investigate and the public stay very far away. I have already reported them to American Home Shield and as a [redacted] Realtor, they will listen. The great news is that [redacted] may have to learn some customer service when his calls go down to a lower volume. We can only hope.  
Regards,
[redacted]

Complaint: [redacted]
The original service call occurred on Thursday.  With three small children and temperatures inside exceeding 95 degrees, of course, I would have loved for the my air conditioning to be fixed at the time of the initial service call.  But that was not my expectation, and despite many explanations now, is not my complaint.  Our air conditioner is a communicating system, so prior to American's Air arrival at my house I knew the fault was the blower motor.  I understood at the time of the service call that our blower motor was not a regularly stocked item, which would need to be ordered.  I also understood, based on the statements made by **. [redacted]'s employee, that the order would be rushed.  I trusted that representation and made no attempts to follow-up on the status of my repair the following day or over the weekend.  I fully expected the repair would take some time.  My complaint arose because when I called, as I believe any reasonable person would have done, to follow-up on Monday morning, I was met with hostility and I was blatantly lied to.  [redacted] told me on Monday that my order had not been rushed, and was extremely rude about this fact.  She further stated that she, herself, had placed my order on Friday.  However, authorization for my part from AHS was not sought until after 8:00 a.m. on Monday (AHS has validated this) and according to AHS, the order was not placed until after the authorization.?  By that time, I had already initiated the cash out procedure with AHS.  ?   I appreciate **. [redacted]'s advice to read my contract.  As an attorney, it is advice I always follow myself.  The contract does not contain any of the provisions referenced by **. [redacted].  Notably, however, it does contain a provision wherein a service contractor may expedite a service, including non-emergency services -making my reliance on his employee's representation even more reasonable.    As noted, I have cashed out my claim with AHS.  Their supervisors have been extremely apologetic for the service I received from American Air, and AHS has itself agreed to refund the service fee to me directly as a concession.  For other consumers in San Antonio whose air conditioner breaks in the heat of the summer:  there are companies who will help you -the lowly home warranty customer -but, American Air is not one of them.  Despite 100 degree temperatures, large call volume, long wait times, and my allegedly unpleasant demeanor, I found those companies.  I worked with Carrier directly to determine and locate my part, and secured an excellent contractor to install it in less than 48 hours.  And as an added bonus, they all treated me well.         
Regards,
[redacted]

we do not find a record of ever servicing this customer. this is a fraudulent complaint

unfortunately sir you have a home warranty company paying for your repairs. We must follow the procedures set forth by your home warranty company when we service your home since they are the ones paying for your service. All repairs must be submitted for approval before repairs can be done. The...

initial visit to your home was to diagnose the problem so we can turn a diagnosis into your home warranty company for instructions on how to proceed. I know that this is not the quickest way to get your air conditioner repaired but this is the policy of your home warranty company and unfortunately this is the peak season for air conditioning so they themselves get backed up due to having a large amount of customers as yourself. All this information was provided to you when you signed a contract with them. We try to treat all of our costumers with the best costumer service possible. Although that is sometimes impossible, we find that it is usually the home warranty customers that call in yelling and screaming about there service because they do not know the procedures we must follow for their home warranty company. When a customer calls in to my office disrespectful, rude, and yelling profanity we will terminate the conversation. I do not pay my employees to be verbally abused, we are here to provide a professional service and I demand that my customers show respect to my employees as I expect my employees to treat the customer with the utmost respect. But when a customer calls in yelling and screaming and trying to use" the customers always right"  well that don't work around here, you want respect you need to show respect.

Complaint: [redacted]
I am rejecting this response because:Thank you for verifying that your company discriminates against Warranty patrons from "cash" paying patrons.  Your responses have been recorded  for review and legal action.
Regards,
[redacted]