Our initial call to the address in question was received in FebruaryTech/Owner [redacted] ran the call on 2/13/and had a helper with himUpon the inspection of the range he found that elements and switches were burntThe reason for the failure was documented as wear and tear but could possibly be because of roaches because they were presentWe called our report in to the warranty company and they decided to repair the unit at this timeParts were supplied by the warranty companyWe returned to home once parts were received and installed parts around end of FebruaryOn April we received a call from the customers warranty stating possible recall as the same issues were being reportedWe advised Warranty Company at that time that if the same problem is being reported with same parts the issue is with the roaches in the stove not the partsThey advised us to return and re-check to be sureWe called the owner and advised them that if the same issue was with the roaches and they were still present then the call would be denied at that pointWe returned to the home on and again the issue was with roaches being in the stoveTice report was called in from site and the warranty company denied the claim at this pointOn October we again received a call from the warranty companyThis time stating that elements were not working and that now the glass cooktop was crackedThe cooktop was not cracked on the previous calls nor was it reported as suchWe again called the owner and again advised that if the roaches were still present and the issue was with the same parts we would call our report in as the same as the previous callsThe techs did note that the cooktop was cracked but it was because something was dropped on itYou can tell because of the way the cooktop was crackedThe owner said that he didn't care that he would make sure that the stove was clean so that it would pass this time for repairsThis time a different tech was dispatched from our companyUpon arrival the techs noted that the same issues were presentThey did not note on the Invoice that they saw evidence of roaches because they did not want a confrontation with the ownerPictures were taken that showed the residue on the inside and behind the stoveReport was called in and Warranty Company again denied the claimThe owner is stating that there are discrepancies In our reports, I called in to the warranty company and got what reports were called in and the representative on the phone advised that the reports we called in were all the sameSometimes you get representatives that do not fully read all the notes on the accounts and for all the work ordersThe representative I spoke to did go back and read fully all comments on the accountAs for the comment that was made about the owner being drunkFirst let me apologize for that commentit was not appropriateHowever, [redacted] asked because the man on the phone was slurring his words and kept repeating himself over and over [redacted] said that he had spoken to this same person before and he didn't sound that waySo again we do apologize for [redacted] drawing any conclusions over the phone and for making that commentWe do not feel that we should refund the customers fee that he paid in the amount of $60,The fee was not charged on the e call because it was within the warranty company's time frame that a recall could be issued which is within daysThe and call was received Months after the et call so therefore it was out of the day recall policyWe did not falsify any reportsWe do not gain anything from doing soIf we don't make any repairs we don't get paid anythingWe collect the copay from the customer as stated in their home warranty policy but that doesn't even cover one hour of labor for us so why would we file a report that was knowing we could not make any money? Thank You
Our initial call to the address in question was received in FebruaryTech/Owner [redacted] ran the call on 2/13/and had a helper with himUpon the inspection of the range he found that elements and switches were burntThe reason for the failure was documented as wear and tear but could possibly be because of roaches because they were presentWe called our report in to the warranty company and they decided to repair the unit at this timeParts were supplied by the warranty companyWe returned to home once parts were received and installed parts around end of FebruaryOn April we received a call from the customers warranty stating possible recall as the same issues were being reportedWe advised Warranty Company at that time that if the same problem is being reported with same parts the issue is with the roaches in the stove not the partsThey advised us to return and re-check to be sureWe called the owner and advised them that if the same issue was with the roaches and they were still present then the call would be denied at that pointWe returned to the home on and again the issue was with roaches being in the stoveTice report was called in from site and the warranty company denied the claim at this pointOn October we again received a call from the warranty companyThis time stating that elements were not working and that now the glass cooktop was crackedThe cooktop was not cracked on the previous calls nor was it reported as suchWe again called the owner and again advised that if the roaches were still present and the issue was with the same parts we would call our report in as the same as the previous callsThe techs did note that the cooktop was cracked but it was because something was dropped on itYou can tell because of the way the cooktop was crackedThe owner said that he didn't care that he would make sure that the stove was clean so that it would pass this time for repairsThis time a different tech was dispatched from our companyUpon arrival the techs noted that the same issues were presentThey did not note on the Invoice that they saw evidence of roaches because they did not want a confrontation with the ownerPictures were taken that showed the residue on the inside and behind the stoveReport was called in and Warranty Company again denied the claimThe owner is stating that there are discrepancies In our reports, I called in to the warranty company and got what reports were called in and the representative on the phone advised that the reports we called in were all the sameSometimes you get representatives that do not fully read all the notes on the accounts and for all the work ordersThe representative I spoke to did go back and read fully all comments on the accountAs for the comment that was made about the owner being drunkFirst let me apologize for that commentit was not appropriateHowever, [redacted] asked because the man on the phone was slurring his words and kept repeating himself over and over [redacted] said that he had spoken to this same person before and he didn't sound that waySo again we do apologize for [redacted] drawing any conclusions over the phone and for making that commentWe do not feel that we should refund the customers fee that he paid in the amount of $60,The fee was not charged on the e call because it was within the warranty company's time frame that a recall could be issued which is within daysThe and call was received Months after the et call so therefore it was out of the day recall policyWe did not falsify any reportsWe do not gain anything from doing soIf we don't make any repairs we don't get paid anythingWe collect the copay from the customer as stated in their home warranty policy but that doesn't even cover one hour of labor for us so why would we file a report that was knowing we could not make any money? Thank You