Centsable Cooling & Heating, LLC

This company was used by my home warranty company, First American and has provided very poor service They do not contact you back and they replaced my AC evaporator in addition to replacing secondly pan One day later, the AC backed up into the secondary drain and started leaking into my ceiling I called them and was told I had to contact warranty company to place a claim My warranty company did not get anyone to come out I took over hours myself to unclog primary drain The second drain pan leaked and caused damage to my ceiling I final got them to schedule repair and was told they would be out between 1-5pm I waited with no call and no one came out I even got a courtesy call the day before that they would be out This total process has been poor The dispatcher promised to call me back several time and never did Also, the company would not come out until I paid first I've never heard of this to pay before providing services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the matter is probably going nowhere They apologized but tried to misrepresent the facts I have moved on
Regards,
*** ***

We received Mr and Mrs *** service request on July and got them an appointment scheduled for July 22, which is within their policy guidelinesOnce out on July 22nd the tech found that the compressor needed to be replaced.(He was at the home after hours and did not leave home until 8pm) Please
note a compressor is a major compenet and has to be called into FA for authorizationWe called in the report our next business day which was monday july 25th once called into FA we have to wait on the warranty to process the report and order the equipmentWe received the purchase order confirmation on July and scheduled MrsHill for an install on july 28thPlease note we always remained within her guidelines permitted on her policy with FAWe did stay in full communication with them but the customer was just upset because of the process we tried to explain to them on serveral occasions that we were trying to get everything processed a quick as possible but there were steps to take in order for it to be covered under her warranty

*** ***,We do understand your frustration and concern regarding the delay of service with your AC systemWe do our best to expedite all our service repairs however, specifically when the home warranty company supplies the equipment we have no control over the length of time it takes to
get the equipmentIf you experienced less than satisfactory service from our office staff that is unacceptable and I will address it immediately! We do apologize for any inconvenience for the delay in serviceYour benefits to having a home warranty company is that it can save you a significant amount of money on repairsKeep in mind though that home warranty companies do function similar to any insurance company in that it may take some time for larger mechanical items to be replacedAgain we do apologize for the inconveniences

Mr*** is the consummate professional and has done an excellent job preparing and reporting my taxes for the past two yearsI have the utmost confidence in his ability and knowledge and would recommend him to anyone, for personal taxes or business

**. [redacted],We apologize for your inconvenience and our delayed response to your request. We did experience a short period where we had significant telephone issues and unfortunately it made it difficult for anyone to reach our office. We have since worked with our communications company who has...

resolved the issue. So in moving forward there should not be any problems in getting through to our office and future communications. We do apologize for your out of pocket expense that you had and would like to offer a credit to your account of $80 for any check-ups or other maintenance items that maybe required for your systems. We 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.

Complaint: [redacted]
I am rejecting this response because:This is not an appropriate response....

 Im not going to pay them more money to come out and tell me that its working with the wrong parts.  This was terrible workmanship and customer service.  I should have had the courtesy extended to me to tell me what was going on and why they changes were being made. Testing should have been done.  Correct parts should have been used.  See the two pictures submitted.  The furst is the capacitor I had on the system.  The second is the cap that your tech used.   It is not the right one.  It is possible that his use of the wrong cap could have led to the fan not starting up.  But he didnt even test it.  He just changed it out still using the wrong capacitor.  
Regards,
[redacted]

Lady on the phone is very rude. They don't return your phone calls. They will not seem to care about fixing anything.

Complaint: [redacted]
I am rejecting this response because: They did not address the issues and it took one month and countless phone calls on my part to finally get the issue resolved, which was cashing out and having another AC company do the work in which I had to pay additional monies
Regards,
[redacted]

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.com. very dishonest practice.
I request the refund of the $418 installation service fee charged, as the quality of work is not acceptable and the company refused to remediate the wrongdoing.
Regards,
[redacted]

This company was used by my home warranty company, First American and has provided very poor and unprofessional service. I needed a pool pump replaced and this company was assigned to the job. Why would a Cooling and Heating company be used to replace a pool pump in the first place? It took them 18 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 $265.00. While they offered to refund $200 dollars of the cost they wasted 3 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.

Thank you for your Communication. First let me address the time frame for which you have stressed some concern... It 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 company. If 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 point. However it wasn't until June that we finally got approval to move forward. Next please allow me to address the concern for the "plenum" for which it sounds like it did not have time to cure. Your 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 loose. If 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 this. We apologize for this inconvenience. Let us know when would be a good time to return.

Had warranty work performed on my unit and each time the technician came out he seemed to cause another issue to arise. Over the course of two months had to call these people back out four times. On the last call, the technician installed the motor incorrectly which led to the unit freezing up. Upon 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 up. A day later, I noticed a large water stain on my living room ceiling. Upon the technician returning, we found out that during the time the unit was unthawing, the water dripped everywhere causing the water stain. The technician never informed us that we needed to take precautionary measures to prevent such an issue to occur. On 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 issue. When 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 company. He stated he only had to install refrigerant to the unit. This was true however, he made no mention of the additional repairs he had to do to my unit. The 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 repairs. I 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 out. I will be contacting First American Home Warranty and letting them know that this company is not welcome in my home ever again.

Our first request to the home was on 12/17/13 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 12/18/13 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 $60 was collected by phone.
Our office received a new work order to return to the home on 01/04/14, which
included a $60 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
45 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 4 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.

We had an issue with our AC after we moved into a 'new to us home'. Since we have a warranty on our home we decided to use that to get it fixed. Centsable was the company the warranty company selected. My experience was negative due to the following:
1) They provided zero communication. When calling Centsable, you cannot speak with a real human. You have to leave a message and they are supposed to call you back. I never received a call back after leaving multiple messages. I even tried emailing them on their service line but still no response (not by phone or email).
2) Payment - I was asked to pay BEFORE scheduling the fix. I did so because I was desperate to get our AC fixed (I had a newborn and a 15 mo old at home), but in no business that I know do you pay before services are rendered. I'm guessing this is why they did not ever call me back - they had my number, why would they?
3) I was communicating with the home warranty company about the status as they had some special number to call... they told me they would be out to fix it one day and did not show up. They did call me by the next day but only after the window they told the home warranty company.

The actual installer was nice but that is the only good thing about the experience. The reason I am writing this review is to hopefully spare others if they are considering using this company - especially if you work away from your home or you need a fix in July. Do not do it!

This was a claim through Old Republic Home Protection, a home warranty company which provides secondary insurance to [redacted]s for their appliances.  A two ton air handler for the master bedroom area of...

the home was installed by our company on August 7, 2014.  The claim originated on April 15th, and the [redacted] did not agree to proceed with the repairs through Old Republic until July 29th.  The amount the [redacted]s paid was for items not covered by their home warranty company (they had the most basic contract), not charges generated directly from our company.
                On August 14, SEVEN days after the installation, our office received a work order from Old Republic stating that the unit was now leaking water.  We had our technician out to the home within hours.  He found that the plenum -- the area where the ductwork connects to the air handler in the attic -- had fell off.  Condensation started pooling inside the plenum due to a clogged drain line and eventually leaked out into the ceiling and down the wall. 
A clogged drain line is considered to be a maintenance issue, and is not a covered item when working with the home warranty companies.  Plenums are sealed using mastic, or "pookie" and secured in place with tape.  Every [redacted] is advised that pookie needs to "cure" before they run the system.  In this instance, it is clear that the [redacted] did NOT allow the duct sealant to cure before they continuously ran the system.  The tape alone was not strong enough to hold the plenum together with the force of the air blowing through, and thus caused the plenum to collapse and water to collect inside.
                After assessing the damage on August 14, our technician agreed to return the following day with materials needed to re-build the water damaged plenum.  The plenum was re-built on August 15 and our technician even scheduled a carpet cleaning company to come out and clean their water-soaked carpet at no additional charge.
                Our services went above and beyond what our contract with the home warranty companies require of us.  Unfortunately, home warranty companies do NOT cover water leaks or any type of secondary
damages, and thus our company cannot complete repairs through Old Republic.  The [redacted] was offered our professional drywall services, but declined because she wanted to go through her home insurance, as the home warranty company had advised her to do.
                The water damage was caused due to the negligence of the [redacted].  Had they waited the full eight hours before they ran the system, the plenum would not have fallen off and the water damage
would not have been incurred.  We offered to rectify the situation with the customer by making their drywall repairs, and they declined.  Because of this, we cannot not be held financially responsible for their home insurance's bill.
                The [redacted] began calling our office a few weeks later (after they got the quote from their home insurance), several times a day, demanding to speak with the [redacted] of the company.  The calls were transferred to the [redacted]'s voicemail, as they were out of town, and the calls were returned the following week.

**. [redacted], We understand your frustration regarding this situation. If 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.

Complaint: [redacted]
I am rejecting this response because:
 
On 11/28 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 12 – 4.  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 12-4 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 4 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]

Complaint: [redacted]
Thanks for the response.
please 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 previously.
Also, 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,
[redacted]