Thank you for posting your experience Collins has been in the valley for years and pride ourselves on our technical expertise and customer service In reviewing the work we did at this location, I have some observations that should be shared The first time we were out on June for seller inspection by the previous homeowner, and resolved the three issues noted: condensation line needs to be blown out, plenum has loose sealant tape, air handler missing plug on south unit Tech notes state condensate lines on both units cleared, sealed plenum tape where it was loose, no plug needed as condensate holes are there to drain water if primary drain was to ever back up Tech certified the work that he was requested to perform, nothing else The expense for this call was paid by the previous homeowner.We came out again on June for a “no cool” call (which was the first, and only mechanical failure), found a bad run cap on the upstairs unit and replaced it We were called out again on June for “no cool” However, once we arrived, we were told it was a condensation line leak instead Our tech found sludge in the line (which is not uncommon), and cleared the drain to the downstairs unit This was days after the first call Since we warranty this work for days, so there was no charge to you After calling your home warranty company for a leak again, based on tech inspection and work order notes, it was apparent to us and to your home warranty company that this was a condensate pan issue, which wasn’t covered by your insurance, and they denied your claim We offered to do as a billable job We did send another tech out on July to dig a little deeper, and he found that the issue was an improperly installed unit, by another company, for the previous homeowner, prior to having the home warranty He was only able to determine this by exposing the unit which was “hidden” by massive amounts of tape by the previous company You actually verify this in your complaint.In essence, we performed the job we were contracted by your home warranty company to do, properly diagnosed the original issue, and offered to fix it at a fair price You, as the warranty customer, never paid out of pocket for any of these calls
Tech from Collins did come out to the property on July 20th Per tech notes found drain line clogged; was able to unclog; it found secondary drain pan rusted with holes in it leaking through I was able to tip drain pan down to get rid of water Will need to check if drain is covered by One Guard (home warranty company) before moving forwardThis was a non-covered issue with the home warranty company, so we gave them a fair estimate to replace the pan COD They complained that is was more than they could afford, so we worked with them to bring the price down even lower They agreed to the work and it was scheduled for Tuesday, July 26thWhen this customer called the office on Monday to ask for “emergency service” sooner since her walls were wet, we did not have any techs available They were all on calls where customers had only one unit that was not working In these temperatures, we consider these true emergenciesI called the tech who serviced this call to get his insight He wasn’t surprised that she still had the leak inside her wall He told her that the unit needed to stay off because the humidity was making the condensation even worse They said that was unacceptable, even though the homeowner would not be home, because they had a catOn a side note, our tech found NOTHING wrong with the air conditioning unit besides the plugged condensate line and the rusted out pan I would hate to see this customer pay $15,to another company for work that’s not needed
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Thank you for posting your experience Collins has been in the valley for years and pride ourselves on our technical expertise and customer service In reviewing the work we did at this location, I have some observations that should be shared The first time we were out on June for seller inspection by the previous homeowner, and resolved the three issues noted: condensation line needs to be blown out, plenum has loose sealant tape, air handler missing plug on south unit Tech notes state condensate lines on both units cleared, sealed plenum tape where it was loose, no plug needed as condensate holes are there to drain water if primary drain was to ever back up Tech certified the work that he was requested to perform, nothing else The expense for this call was paid by the previous homeowner.We came out again on June for a “no cool” call (which was the first, and only mechanical failure), found a bad run cap on the upstairs unit and replaced it We were called out again on June for “no cool” However, once we arrived, we were told it was a condensation line leak instead Our tech found sludge in the line (which is not uncommon), and cleared the drain to the downstairs unit This was days after the first call Since we warranty this work for days, so there was no charge to you After calling your home warranty company for a leak again, based on tech inspection and work order notes, it was apparent to us and to your home warranty company that this was a condensate pan issue, which wasn’t covered by your insurance, and they denied your claim We offered to do as a billable job We did send another tech out on July to dig a little deeper, and he found that the issue was an improperly installed unit, by another company, for the previous homeowner, prior to having the home warranty He was only able to determine this by exposing the unit which was “hidden” by massive amounts of tape by the previous company You actually verify this in your complaint.In essence, we performed the job we were contracted by your home warranty company to do, properly diagnosed the original issue, and offered to fix it at a fair price You, as the warranty customer, never paid out of pocket for any of these calls
Tech from Collins did come out to the property on July 20th Per tech notes found drain line clogged; was able to unclog; it found secondary drain pan rusted with holes in it leaking through I was able to tip drain pan down to get rid of water Will need to check if drain is covered by One Guard (home warranty company) before moving forwardThis was a non-covered issue with the home warranty company, so we gave them a fair estimate to replace the pan COD They complained that is was more than they could afford, so we worked with them to bring the price down even lower They agreed to the work and it was scheduled for Tuesday, July 26thWhen this customer called the office on Monday to ask for “emergency service” sooner since her walls were wet, we did not have any techs available They were all on calls where customers had only one unit that was not working In these temperatures, we consider these true emergenciesI called the tech who serviced this call to get his insight He wasn’t surprised that she still had the leak inside her wall He told her that the unit needed to stay off because the humidity was making the condensation even worse They said that was unacceptable, even though the homeowner would not be home, because they had a catOn a side note, our tech found NOTHING wrong with the air conditioning unit besides the plugged condensate line and the rusted out pan I would hate to see this customer pay $15,to another company for work that’s not needed
[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]