Centsable Cooling & Heating, LLC

Complaint: [redacted] I am rejecting this response because: On 11/Centsable Cooling and Heating LLC was assigned to me and received a work order from my home warranty company They setup the first appointment for Thursday 12/1; they called on Wednesday late afternoon to confirm the appointment only to tell me they had the wrong tech and needed to reschedule They said they would reschedule me for Friday but couldn’t yet give me a time of day They promised to call me Thursday and give me that time window for Friday; I never got a call I called the company and could never get a live person; I left several voicemails which were not returned I waited Friday for them to come out and again called the company several times to confirm the time window They no showed and didn’t bother to call I called the warranty company they got in touch with Centsable Cooling and Heating LLC and said they had scheduled an appointment for them to come out Monday and I should be getting a call to nail down the time on Monday I received no call from the company and they didn’t show up I called them again and this time to my amazement they finally answered and said they couldn’t get anyone out on Monday but they would have someone rescheduled for Tuesday between – I asked for them to send me a confirmation via email of the appointment they sent me an email with an attachment they showed no appointment was set I called Tuesday morning and they answered the phone and verified that someone would be coming out between 12-that day Sometime after 12PM that day they called me back again to say they could not fulfill the basics of setting an appointment and showing up for that appointment They asked to reschedule which after missed appointments I declined This is what happened and have some documentation through emails with the home warranty company to validate that I wish I would have recorded my telephone conversations so I had that is well So to be clear there was no lack of communication on my part; I actively sleeked communication from this company which chose to ignore me on multiple occasions The response they gave you is untruthful at worst and misinformed at best by whomever wrote the response I would be happy to provide emails and screenshots from the home warranty company if needed though at this point it doesn’t probably matter because through their response to my complaint and their misrepresentation of what happened I doubt they will make the necessary changes to make sure this doesn’t happen to someone again Regards, [redacted] ***

Our first request to the home was on 12/17/though a home warranty company called [redacted] Home Warranty The tenant's concern was that the outdoor fan was engaging and disengaging unusually hard every couple of minutes Tenant was advised not to use the system until the technician's arrival on 12/18/in order to prevent any possible further damage Upon arrival on 12/18/13, the system was in fact still running and our technician found the system to be 3lbs low on R410A The technician charged the system up to manufacturer's specs and after performing a visual leak search, reported that he did not find any leaks at that time The [redacted] ***, [redacted] , was contacted with the full report, as he had requested, and the claim's deductible of $was collected by phone Our office received a new work order to return to the home on 01/04/14, which included a $deductible After looking at our records from the previous visit, our office contacted the customer's home warranty company and noted that the home owner had recently placed a claim for a similar issue and asked that the work order be changed to a "recall" (meaning the customer's complaint is that a fixed problem has reoccurred)This would ensure that no deductible would be due unless the technician found the problem to be an unrelated issue The tenant was contacted immediately and accepted the same-day appointment that we offered The work order read "Appears as if the capacitor and/or motor is inoperable" Upon the technician's arrival, the issue was not the motor -- but instead a leaking service valve This is an issue that is not entirely uncommon after a technician has hooked up his gauges to a unit Sometimes the little rubber seals inside the service valve do not situate themselves back to their correct position, which can cause refrigerant to slowly leak out The technician added 2lbs of R410A to the system and remained at the property for minutes after to make sure the pressures were holding He also performed a visible leak search once again and determined that the system was not leaking R410A Please note, the system was not empty as the home owner is now stating A ton system holds around 10lbs of refrigerant -- not including what is in the line set If our office had been notified that the issue was on-going after the January 4th visit, we would have returned at no additional cost to the home owner and requested authorization from their home warranty company to perform a more thorough leak search Since our company was never notified that there was still a problem, we could not have possibly had a chance to rectify the situation with the home owner Given the opportunity, we could have worked through this claim with the home owner and the insurance company to make sure that everyone was satisfied with our services

Thank you for your CommunicationFirst let me address the time frame for which you have stressed some concernIt was not Centsable who generated a delay with your repair, as we were waiting for you to approve the non covered costs that were not covered by your home warranty companyIf you advised us to move forward and you had approved the repairs in October, we would have been able to complete the repairs at that pointHowever it wasn't until June that we finally got approval to move forwardNext please allow me to address the concern for the "plenum" for which it sounds like it did not have time to cureYour installer advised that you leave the system off for 24-hour s to allow the plenum modification to dry to prevent any air loss or prevent it from coming looseIf there is an issue with the system not cooling properly or if we need to come back and reseal the plenum please give our office a call and we would be happy to send someone out to take care of thisWe apologize for this inconvenienceLet us know when would be a good time to return

Complaint: [redacted] I am rejecting this response because: I called the company as the response asked; the company refused to repair the customer service is very rude and said completely opposite to the response forwarded by Revdex.comvery dishonest practice I request the refund of the $installation service fee charged, as the quality of work is not acceptable and the company refused to remediate the wrongdoing Regards, [redacted] **

** [redacted] , We understand your frustration regarding this situationIf you would like to provide a receipt or invoice with proof of payment from the company that came out to clear your drain lines we will review it and see what we can do for you

My home warranty company contracted Centsable to come out and fix my ACWasn't cooling properly and outside unit was cycling on and off every secondsFirst trip out, technician said we were low on freon and topped it offProblems persistedSecond trip out, technician said that it had to do with the drain lines being misaligned - fixed thatProblems persistedThird trip out, technician was stumped...but thought that it MAY BE the expansion valveFinally, ordered the partNow, almost another week has gone by - waiting on the partIt will be their FOURTH trip out to my house!!! Inefficient and not convinced of their competencyThe tech was very nice - nothing against him - but the bottom line is my AC still isn't fixedDo not use CentsableIf your home warranty company contracts with them, let them know that you want someone else!!!

We regret that you have not been satisfied with the experience that you have had with our companyOur prices and procedures are competitive and in line with industry standards, but as there do seem to be some issues that may not have been handled correctly, we are prepared to offer you a refund in the amount of $- which has been mailed to you on 9/16/We hope that this is satisfactory and apologize for any inconvenience caused to you

Had warranty work performed on my unit and each time the technician came out he seemed to cause another issue to ariseOver the course of two months had to call these people back out four timesOn the last call, the technician installed the motor incorrectly which led to the unit freezing upUpon him returning AGAIN, told me to turn off the a/c unit to allow it to thaw and would have to return again because he could not do any repairs with the unit frozen upA day later, I noticed a large water stain on my living room ceilingUpon the technician returning, we found out that during the time the unit was unthawing, the water dripped everywhere causing the water stainThe technician never informed us that we needed to take precautionary measures to prevent such an issue to occurOn top of it, the technician informed me that during his visit prior to the unit freezing up, he had incorrectly installed the motor which had led to the freezing up issueWhen I called the company back to arrange repairs to my ceiling them informed me that they were not liable for the damage and I also found out the technician falsified his documents when he turned his work order in to the companyHe stated he only had to install refrigerant to the unitThis was true however, he made no mention of the additional repairs he had to do to my unitThe person answering the phone, Carla, told me that she knew all about a/c and that I didn't know what I was talking about and that they were not liable for any repairsI STRONGLY recommend not using these people EVER! They do not care about their customers, have to come out mulitple times to fix the issues because they won't take the time to do it right the first time, and then take FOREVER to schedule a visit to come outI will be contacting First American Home Warranty and letting them know that this company is not welcome in my home ever again

The $fee you paid to the service technician is your deductibleAs with any insurance company you are required to pay a deductible as part of your contractSo the $is non refundableIf your AC system is not cooling properly please contact your warranty company so that we may come back to the property to take a look at it again, ther typically is NOT another deductible due with a "recall" visitWe apologize for any inconvenience and look forward to rectifying this situation and getting your AC system up and running

This company was used by my home warranty company, First American and has provided very poor and unprofessional serviceI needed a pool pump replaced and this company was assigned to the jobWhy would a Cooling and Heating company be used to replace a pool pump in the first place? It took them days to come address the issue and missed the appointment time twice After explaining to them that I was very unhappy with the time that they had wasted and that I was going to report the based on their bad service the denied completing the service request and I had already paid $ While they offered to refund $dollars of the cost they wasted weeks of my time and my pool pump has still not been repaired as I had to work with the warranty company to get a competent vendor to come fix the problem Please stay away from this company as they have several negative reviews I also recommend to my warranty company to not use them as they have a few complaints referencing the warranty company

If you feel your system is not working properly please contact our office and request a "recall" visit and we would be more than happy to send out a senior technician to review the previous repairs

The $fee you paid to the service technician is your deductibleAs with any insurance company you are required to pay a deductible as part of your contractSo the $is non refundableIf your AC system is not cooling properly please contact your warranty company so that we may come back to the
property to take a look at it again, ther typically is NOT another deductible due with a "recall" visitWe apologize for any inconvenience and look forward to rectifying this situation and getting your AC system up and running

Complaint: ***Thanks for the responseplease provide a contact person and phone number to schedule the visit for repair and confirm the repair does not cost the consumer as it is to complete a service performed previouslyAlso, when you installed the foil last November, the cooling system was not in use until this June so it has plenty time to 'cure'please ensure your technician can come and fix the problem in the right way
Regards,
** **

Complaint: ***
I am rejecting this response because:I called the company as the response asked; the company refused to repair. the customer service is very rude and said completely opposite to the response forwarded by Revdex.comvery dishonest practiceI request the refund of the $installation service fee charged, as the quality of work is not acceptable and the company refused to remediate the wrongdoing
Regards,
** **

The WORST customer service I ever received and they didn't even make it out to the house!

I would like to apologize for what appears to be a lock of communication between our company and yourself. We could certainly have done a better job, however, I would like to clarify a few pointsOn 12/we received a request from your warranty company to schedule your appointment on that
day...unfortunately we did not have any availability on our service schedule for that dayWe contacted you on 12/and confirmed an appointment for 12/between 12-4. We did have to cancel that appointment due to circumstances beyond our control (our technicians are subject to the same issues that we all face - illness, car trouble etc.) and offered an appointment on Wednesday, at which time you requested that we cancel your service requestAt this time we have done so - and we wish you the best in moving forward with your new contractorAgain, I would like to apologize for any inconveniences you had to face

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 1065538, and have provided the requested information
Regards,
*** ***

***,We apologize for your inconvenience and our delayed response to your requestWe did experience a short period where we had significant telephone issues and unfortunately it made it difficult for anyone to reach our officeWe have since worked with our communications company who
has resolved the issueSo in moving forward there should not be any problems in getting through to our office and future communicationsWe do apologize for your out of pocket expense that you had and would like to offer a credit to your account of $for any check-ups or other maintenance items that maybe required for your systemsWe have noted your account so that you can call in anytime and that credit is available for you to use.Again we do apologize for your inconvenience

I contacted my home insurance company to have my A/C worked on, they dispatched this companyWhen they first contacted me the women asking me if the appointment that was set up for me was ok, I said no, after that she was very rude and told me she did not set up appointments and she would have to call me backThe next day she calls me and tells me she set another appointment, I was available for that oneShe told me the tech wold be there from 4-pm, and to turn off the unit a few hours before they arrivedTech never showed up and now my A/C has to do twice the amount of work to cool my houseI would never do business with this company, read reviews before you choose them

Rather than debating the ins and outs of our scheduling process I would simply like to apologize for the experience that you have had with our companyWe are taking steps to ensure that our level of communication with our homeowners improves, and we strive to offer better customer service in the future