Buckeye Mechanical LLC

Buckeye Mechanical scheduled a service call for Ms*** on August 28, as requested by her warranty companyAs with all warranty companies, there are procedures that contractors have to followIf the repair is not a “simple repair” the technician must call the warranty company
with their findingsThe warranty company then, based on the individual customer’s contract will decide the best course of action and advise how to proceedIf the warranty company decides that equipment is to be repaired or replaced, the warranty company will research the part and then transfer it to their purchasing department to be ordered and then shipped to the contractor for instillationAn installation or repair date is then scheduled with the customer upon receipt of the part or equipmentThis process depending on the temperatures and time of the year could take a week or so to complete
Unfortunately, Ms***’s e-mail is a result of her frustration with the warranty processShe did not want to go thru the proper channels to get her unit fixed and was very upset that our company would not go and purchase her part and install them that dayOur contract is with the warranty company and as such we have to follow their guidelines in order to be paidIf we were to purchase parts or equipment without authorization, it would be up to the customer to pay should the warranty company then refuseIt was obvious during the service call that Ms*** had not intentions of payingThere was a conference call with the warranty company, Ms*** and the technicianThe warranty company is aware of the hostile situation and Ms*** rude behaviorIn addition, immediately upon leaving the home the tech spoke with the warranty company and advised that we would not return to repair her unit that they would need to find another contractor
Furthermore, Ms*** did not pay any money to Buckeye Mechanical including her deductibleThe deductible is a fee that is to be paid to the contractor at the time of their scheduled appointment for the service call and diagnosis servicesEvery warranty company requires all customers to pay a deductible and this fee is explained to the customer at the time they purchase their warranty contractThese guidelines are set by the warranty company, not by Buckeye Mechanical
As for arriving early, our office called Ms*** to inform her that we were on our way to her house and to verify that she would be available a few minutes earlyAt no time did she say anything about not being available or complain that we arrived early until nowIf she was not available she could have advised us of such
Sincerely,
Carolyn Adkins
Buckeye Mechanical LLC
513-524-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The letter from Mrs. Adkins contains nothing but a bunch of exaggeration and excuses for Mr. Adkins abusive, aggressive and deceptive behavior. By the time I finished reading the letter, its obvious she is use to answering for him in this manner. I almost feel sorry for her. Nevertheless, the only reason Mr. Adkins called the warranty company in front of me is because I insisted on it due to his behavior and the very high temperature in the house. I have an elderly cat. When we called the warrany company, I clearly heard them tell Mr. Adkins due to the circumstances this could be considered an emergency and they would approve a repair immediatley to take place. Mr. Adkins started talkiing about that he wasnt sure where he was going to purchase a part that he needed. At this point he had so much unneccessary charges and parts built into his estimate, I am not even sure what he needed and if it was something the repair truley required. The second company that came out 2 hours later, purchased a part less than 2 miles from my house. I and the warrany company both knew the AC needed to be repaired immediately. It was Mr. Adkins that stated AFTER we hung up the phone that if I would work with him and pay him direclty he would be more than happy to do the repair that day. My warranty company did a very good job with the second company that came out. This complaint is not about the warranty company. It is about Buckeye Mechanical. The warranty company also made sure to tell me they would no longer be working with Buckeye Mechanical as well. The letter seems to be directing the focus of this complaint on the wrong party. The warranty company point blank told me and Mr. Adkins that if he needed a part and he could purchase it right away, they would approve that due to the emergency situation. I heard these statements loud and clear. Mr. Adkins answer to that was at a very loud volume and he said "I am not driving to Columbus, Ohio for you lady to get a part" This was obvious an exaggeration on his part because he knew I didnt know any better at that point.
My warranty company told me I did not have to pay him the 75.00 deductible until AFTER the work was completed. The 75.00 deductible went to the second company who showed up and repaired the AC, and that check was not handed to the technician until the work was completed. Mr. Adkins should not be expecting payment for coming out and giving a false estimate to a client and NO WORK was completed. I am not sure what the letter is refering to about me not wanting to pay. I pay for my warranty every month. As far as calling the warranty company when he left my home, that was probably to cover his butt because he knew I was going to call them back as soon as we hung up the phone and I escorted him to the door after he asked me for a 75.00 check that he did not earn or was worthy of.  The part about him arriving early was not a problem for me however it was quite clear that Mr. Adkins was highly aggitated upon my arrival home at the time of the scheduled appointment. Apparently he had been sitting in front of my home or close by waiting over 30 minutes for me to get home from my dental appointment. Again, the temperatures were extremely hot that day. Maybe he would not of been so upset if he would of arrived on time instead of too early forcing himself to sit and wait on me. 
It has been suggested to me to contact the KY Revdex.com as well due to Mr. Adkins having a KY HVAC license. I really did not want to go that route but after reading this letter, I have a feeling that I should. I am concerned the way this person behaved with me and I am now concerned even more that there is no regret or even acknowledgement of how inappropriate this was with a female customer in the privacy of my home. When this person could not get things to go his way he got more aggitated and started yelling. When none of that worked he got aggressive and rude in his short and snide remarks. He doesnt need to be going into anyone's else home acting like this and especially females that are at home alone. His estimate was SEVERAL hundred dollars more than the second company that came out and repaired my AC. Not only is his behavior unacceptable but the charges were absorbant and deceptive. None of this seems to be anything he wants to admit.
The letter is nothing but lies and twisting the whole interaction to make Mr. Adkins look like a victim. I am disturbed by all of it.  
Regards,
[redacted]