Charlestowne Kitchen & Bath, Inc.

Initial Business Response /* (1000, 5, 2016/12/01) */
We were hired by American Home Shield to service the furnace at Ms***'s homeIt was our determination that the furnace needed to be replaced due to significant and dangerous COemissionsThe required AHS procedure is to then call AHS
for approval to replace the equipmentOur staff spent several hours over a number of days on the phone and on hold with AHS on behalf of Ms*** to get approval for the replacementAHS insisted on providing the replacement furnace rather than having us order the new unitWhen it arrived, we called to schedule the installation and then found that AHS had sent a furnace that would not work in the *** homeWe then had to contact AHS again and wait for the correct furnace to arriveIn an effort to take care of Ms*** and get heat in her home, we scheduled our HVAC techs to work overtime on a Saturday to get the job doneWe did mistakenly take the 1st furnace sent by AHS rather than the 2nd furnace and had to return to our shopThe old unit was in a closet and required quite a bit of work to remove due to the close quartersSince we did not supply the unit and it was not the same as the unit being removed, we mistakenly switched a couple of vacuum lines and had to return to the *** home to correct it, which we didWe make every effort to take care of all of our customersIn this instance our customer is AHSWe in no way mistreated Ms*** and did not, as a matter of fact, deserve the treatment that our staff and techs received from her
Initial Consumer Rebuttal /* (3000, 7, 2016/12/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the response from the business does not surprise it only show's how unprofessional they are yes I was very upset with this business due to getting the run around and no heat but I did apologize to *** and the lady in the office and if they had only did the same we could have moved on but they took no responsibility for the way they treat people I wish I had read the other complaints before I had to deal with them But I will chalk this up to a lesson learned for now on I will always check with the Revdex.com before I hire anyone but just remember the best advertisement is word of mouth and all my friend's family and co-worker's all know the trouble I was put though so good luck and good day

Initial Business Response /* (1000, 8, 2016/08/04) */
We originally scheduled Mr***'s A/C coil replacement job for 6/30/We called on 6/29/to confirm the appointment and he was shocked when he was told that, according to the terms given us by *** he had to pay part of
the billHe said that he was unaware of having to pay any portion and that we would just "have to put it on hold then"Our Service Rep told him that, if the job was put on hold, it could be a week before we could get him back on the scheduleHe did not want to schedule it
He called back about 1-1/hour later (he claimed it was "seconds") and wanted us to keep the appointment for the next dayBy then, we had filled the appointment with others who were waiting in line for appointmentsHe was livid and yelling at our Service Rep because we should have held the opening for himWe then scheduled the job for 7/14/at AMWhen we arrived on that day there was no one homeOur Service Rep tried calling but received no answerOur Techs then moved on to another job
Our Service Rep called then to try to reschedule for our next available hour time slot (it's a big job), which was the following ThursdayMr*** was again livid because he claims that we should've just gone inside and done the jobWe told him that we did not have permission to enterHe said that we had permission at the first visit and should have asked for it with this visitThis still would've left us without payment for his portion of the bill, which we were not willing to do
He asked for the Service Rep's supervisorI then spoke with him and was told he wanted it done immediately and that another week was not acceptableHe threatened to report us to the Revdex.com and then accused us of "extortion" (his word)I then told him that we were going to reconsider whether we would service him at all
The name on the account we were given by our customer, American Home Shield, is *** ***
We have plenty of good, reasonable customers who have been put on hold to try to help this guyI don't believe we want to subject our tech or our company to this type of high-risk homeownerHis complaint should be to ***

Initial Business Response /* (1000, 5, 2016/06/08) */
The [redacted] home was constructed over the winter and, per manufacturer's instructions, the A/C unit could not be charged with coolant until the weather was warmer. We had a little hiccup in the start up, but were able to address the situation and...

returned the next day, on Saturday, to get the system up and running. To our knowledge the HVAC system is running properly.
Initial Consumer Rebuttal /* (3000, 7, 2016/06/11) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The HVAC system is still not working. The HVAC system has never worked properly. I purchased a new HVAC system this system has never worked and has had parts changed. I never received a work system that was in a new condition. I am requesting a new HVAC system with original parts that works properly.