Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: Dave [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@callhomecomfort.com
On 12/17/15 Home Comfort found a trap was plugged which was not allowing it to drain and back up into inducer motor. (this is typically...
due to lack of attention to the Furnace) Home Comfort recommended a Furnace cleaning and a club membership which Debra declined the tech also recommended a repair that would ensure there are not be anymore clogs which Debra declined. She told our tech she was moving out soon and did not want to spend the money. On Monday Jan 11th Debra called in with a no heat again. Our customer service manager explained to her that there would be a charge of $89 to come out to the home and if the repair was related to the repair we did the month before there would be no charge and the $89 would be waived. With the cold we only have so many techs and our Club members get priority service. Debra was given the chance to join the club membership program and declined.
OFFER:
Debra called back on 1/12/2016 at 8:11am to cancel the call and explained to our customer service rep that it was the dial on the humidifier that caused the no heat. Debra was given the options of a repair that would fix the problem and the option of joining our club membership and declined therefore HCE is not prepared to make any offer to Debra
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We Called BWCook Heating and the Tech come out RIGHT AWAY and said the intake pipe had broken off from the outside and the moisture from the gas was collected and froze in the pipe, so the furnace was getting no air. He pulled the intake pipe off the furnace and it is working fine. He did not think it was the drain or the humidifier not on that caused the problem at all and he only charged us the minimum service charge.
Final Business Response /* (4000, 9, 2016/02/01) */
Contact Name and Title: David [redacted] VP
The complaint from the consumer is that we did not come right out to her home. We were busy and could not get to her home as we take care of our Club members first. The customer was offered a club and declined. If the customer had gotten involved with our club membership program we would have come out right away.
OFFER:
Home Comfort considers this matter closed
Initial Business Response /* (1000, 9, 2016/08/16) */
I would like to start by stating that at no time was the customer encouraged by our technicians to buy his own parts or make his own repairs.
On June 22nd, [redacted] was out and diagnosed a bad transformer on the air handler, and also noticed a...
leaking capacitor on the condenser. The customer was on his phone looking up parts on line as [redacted] was performing his diagnostics and recommending repairs. The customer declined any repairs be done by [redacted] and proceeded to try to find his own parts and make his own repairs. The only charge for this call was the [redacted] trip fee.
On June 24th, the customer called back with another no cool. Due to the extreme temperatures, we were fully booked and the call was scheduled for the 27th. At this time, [redacted] found the new transformer that the customer replaced himself shorted just like the previous one. [redacted] replaced the transformer at a rate of [redacted] which is our flat rate price for a transformer replacement. After diagnostics it was determined that the source of the short was due to a bad thermostat wire. Once again, the customer declined repairs. [redacted] ran a new wire from the thermostat to the air handler in the attic just to confirm that the system would run, but the customer was going to run the wire through the wall because he did not want to pay [redacted] to do it. The customer was only charged for the transformer replacement at this time.
On June 29th, the customer called back in with another no cool. [redacted] was sent out and found the thermostat was wired incorrectly by the customer when he re ran his own thermostat wire. [redacted] also found a failed blower motor in the air handler. [redacted] wired the thermostat correctly and quoted [redacted] to replace the motor. This motor had been replaced already by the customer in an attempt to repair his own equipment before he had contacted Home Comfort Experts on June 22nd for the first service visit. Once again, the customer declined any repairs by [redacted] did not charge a service call for this visit, but did inform the customer that if he continued to decline repairs and then call us out to fix his mistakes, he would have to pay service calls and labor. There was no charge for service for this call on June 29th.
A week or so later, The [redacted] called the office saying that they needed "Freon" added to their air conditioner. They wanted Home Comfort Experts to come out and add the refrigerant at no charge for the "trouble we had caused them". At this time I informed the Ervins that they had not given our technicians the chance to make repairs and that all of his troubles were self inflicted. I also informed them that we would not be doing business for them from that point going forward due to the fact that our technicians were being blamed for the customer's mistakes.
At Home Comfort Experts, we have guarantees and warranties on all parts and labor associated with repairs that we make. If someone other than a Home Comfort Experts technician attempts to make repairs on the equipment, it does void any warranties on both the part and labor.
With that being said, if our technicians had been able to make full repairs to the system, we would stand behind those repairs 100%.
It is our belief at Home Comfort Experts that we made all attempts to work with the customer in this matter but our hands were tied in the fact that we were not able to repair the system and mistakes were made by the customer when making his own repairs.
As to the claim of the parts being diagnosed by a third party and found to be "good", I cannot speak to this as I never had the opportunity to see the parts or confirm if they were indeed failed.
Our technicians are all properly trained in diagnostics and repairs so I have no reason to believe the parts were not failed.
I hope this response clears up any questions as to the professionalism of Home Comfort Experts or the technicians that represent us in the field.
Sincerely,
[redacted] / Service Manager
Initial Business Response /* (1000, 5, 2017/04/03) */
We understand your frustration. Our first priority on any tune-up is a safety inspection. We are looking for any areas that could lead to safety concerns, such as CO leaks. While performing the safety inspection our senior service technician...
found failures in your heat exchanger. Our records show your wife was shown not only the failure, but video of failures in your system. We are legally obligated to shut down your system at this time for your safety.
At the time of your inspection, it is true that a special offer during our slow season ends in April, however our tech scheduled with your wife to meet when you were both home to explain ALL your options, including repairs, in addition to replacement. You cancelled that appointment.
If you had chosen to repair your system, all tune-up steps would be completed at the time of repair. If you had chosen to replace your system, then the cost of your [redacted] tune-up would be credited toward the replacement. Please understand we cannot proceed with a tune-up if your furnace does not pass the safety inspection.
Regardless of your next steps, we STRONGLY ADVISE you do not turn your furnace back on until it has been repaired or replaced.
If you have any further questions, please feel free to contact our Service Manager [redacted] at jolesen@callhomecomfort.... or [redacted]
Thank you Home Comfort Experts
Initial Consumer Rebuttal /* (3000, 7, 2017/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
it was never mentioned when I spoke with them over the phone that the tune up would only be performed if the unit passed their inspection. Our furnace was running great and had no perceived issues when I called to have this tune up. I was mainly interested in a furnace cleaning, gas valve adjusted, and all moving parts lubricated as that was stated to be the work to be performed for the monies received. None of this work was performed.
Final Business Response /* (4000, 9, 2017/04/05) */
Sorry that you were not satisfied with our service. At Home Comfort Experts we have a 100% satisfaction guarantee and we will be happy to refund your [redacted] We take the safety of our clients very serious at Home Comfort Experts that is why we video take all of our inspections.
Final Consumer Response /* (2000, 17, 2017/04/19) */
Consumer verified this matter is resolved, he received the refund.
Initial Business Response /* (1000, 5, 2016/07/27) */
Please see below the series of document phone calls. In order to guarantee the [redacted] refund we need to verity the kilowatt hours used & cost per kilowatt hours. We request a years worth of utility bills which are put onto a spread sheet. This has...
been explained to the customer.
1/20/15
Customer wants [redacted] refund for 10/15/14 PTU because she said another company told her during a service call that we could not have cleaned the ignitor because it is dirty. She thought we should honor the [redacted] guarantee in our letter. KE
1/23/15
Customer called and wanted to speak to [redacted] I called her back and explained that this year in October of 2015 she can submit her utility bill for review. **
10/21/15 @ 315pm [redacted] called in requesting her [redacted] from 10/15/2014- I called and left a message after talking to [redacted] and Per [redacted] she needs to submit her utility bill for review- **
11/16/15 @ 1:44pm lm for customer,returned her message. Let her know she could submit her utility bills for review for [redacted] refund. **
Initial Consumer Rebuttal /* (3000, 7, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They guaranteed I would be happy or they would refund [redacted] with "NO QUESTIONS ASKED!" So why are they asking for copy of my bill? My bill has not decreased and I am not happy with their service.
Final Business Response /* (4000, 13, 2016/08/03) */
A CHECK REQUEST HAS BEEN SUBMITTED TO ACCOUNTING ON AUGUST 3RD 2016 FOR [redacted]
Final Consumer Response /* (2000, 15, 2016/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Initial Business Response /* (1000, 5, 2016/01/21) */
Contact Name and Title: Dave [redacted] VP
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@callhomecomfort.com
On 12/17/15 Home Comfort found a trap was plugged which was not allowing it to drain and back up into inducer motor. (this is typically...
due to lack of attention to the Furnace) Home Comfort recommended a Furnace cleaning and a club membership which Debra declined the tech also recommended a repair that would ensure there are not be anymore clogs which Debra declined. She told our tech she was moving out soon and did not want to spend the money. On Monday Jan 11th Debra called in with a no heat again. Our customer service manager explained to her that there would be a charge of $89 to come out to the home and if the repair was related to the repair we did the month before there would be no charge and the $89 would be waived. With the cold we only have so many techs and our Club members get priority service. Debra was given the chance to join the club membership program and declined.
OFFER:
Debra called back on 1/12/2016 at 8:11am to cancel the call and explained to our customer service rep that it was the dial on the humidifier that caused the no heat. Debra was given the options of a repair that would fix the problem and the option of joining our club membership and declined therefore HCE is not prepared to make any offer to Debra
Initial Consumer Rebuttal /* (3000, 7, 2016/01/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We Called BWCook Heating and the Tech come out RIGHT AWAY and said the intake pipe had broken off from the outside and the moisture from the gas was collected and froze in the pipe, so the furnace was getting no air. He pulled the intake pipe off the furnace and it is working fine. He did not think it was the drain or the humidifier not on that caused the problem at all and he only charged us the minimum service charge.
Final Business Response /* (4000, 9, 2016/02/01) */
Contact Name and Title: David [redacted] VP
The complaint from the consumer is that we did not come right out to her home. We were busy and could not get to her home as we take care of our Club members first. The customer was offered a club and declined. If the customer had gotten involved with our club membership program we would have come out right away.
OFFER:
Home Comfort considers this matter closed
Initial Business Response /* (1000, 9, 2016/08/16) */
I would like to start by stating that at no time was the customer encouraged by our technicians to buy his own parts or make his own repairs.
On June 22nd, [redacted] was out and diagnosed a bad transformer on the air handler, and also noticed a...
leaking capacitor on the condenser. The customer was on his phone looking up parts on line as [redacted] was performing his diagnostics and recommending repairs. The customer declined any repairs be done by [redacted] and proceeded to try to find his own parts and make his own repairs. The only charge for this call was the [redacted] trip fee.
On June 24th, the customer called back with another no cool. Due to the extreme temperatures, we were fully booked and the call was scheduled for the 27th. At this time, [redacted] found the new transformer that the customer replaced himself shorted just like the previous one. [redacted] replaced the transformer at a rate of [redacted] which is our flat rate price for a transformer replacement. After diagnostics it was determined that the source of the short was due to a bad thermostat wire. Once again, the customer declined repairs. [redacted] ran a new wire from the thermostat to the air handler in the attic just to confirm that the system would run, but the customer was going to run the wire through the wall because he did not want to pay [redacted] to do it. The customer was only charged for the transformer replacement at this time.
On June 29th, the customer called back in with another no cool. [redacted] was sent out and found the thermostat was wired incorrectly by the customer when he re ran his own thermostat wire. [redacted] also found a failed blower motor in the air handler. [redacted] wired the thermostat correctly and quoted [redacted] to replace the motor. This motor had been replaced already by the customer in an attempt to repair his own equipment before he had contacted Home Comfort Experts on June 22nd for the first service visit. Once again, the customer declined any repairs by [redacted] did not charge a service call for this visit, but did inform the customer that if he continued to decline repairs and then call us out to fix his mistakes, he would have to pay service calls and labor. There was no charge for service for this call on June 29th.
A week or so later, The [redacted] called the office saying that they needed "Freon" added to their air conditioner. They wanted Home Comfort Experts to come out and add the refrigerant at no charge for the "trouble we had caused them". At this time I informed the Ervins that they had not given our technicians the chance to make repairs and that all of his troubles were self inflicted. I also informed them that we would not be doing business for them from that point going forward due to the fact that our technicians were being blamed for the customer's mistakes.
At Home Comfort Experts, we have guarantees and warranties on all parts and labor associated with repairs that we make. If someone other than a Home Comfort Experts technician attempts to make repairs on the equipment, it does void any warranties on both the part and labor.
With that being said, if our technicians had been able to make full repairs to the system, we would stand behind those repairs 100%.
It is our belief at Home Comfort Experts that we made all attempts to work with the customer in this matter but our hands were tied in the fact that we were not able to repair the system and mistakes were made by the customer when making his own repairs.
As to the claim of the parts being diagnosed by a third party and found to be "good", I cannot speak to this as I never had the opportunity to see the parts or confirm if they were indeed failed.
Our technicians are all properly trained in diagnostics and repairs so I have no reason to believe the parts were not failed.
I hope this response clears up any questions as to the professionalism of Home Comfort Experts or the technicians that represent us in the field.
Sincerely,
[redacted] / Service Manager
Initial Business Response /* (1000, 5, 2017/04/03) */
We understand your frustration. Our first priority on any tune-up is a safety inspection. We are looking for any areas that could lead to safety concerns, such as CO leaks. While performing the safety inspection our senior service technician...
found failures in your heat exchanger. Our records show your wife was shown not only the failure, but video of failures in your system. We are legally obligated to shut down your system at this time for your safety.
At the time of your inspection, it is true that a special offer during our slow season ends in April, however our tech scheduled with your wife to meet when you were both home to explain ALL your options, including repairs, in addition to replacement. You cancelled that appointment.
If you had chosen to repair your system, all tune-up steps would be completed at the time of repair. If you had chosen to replace your system, then the cost of your [redacted] tune-up would be credited toward the replacement. Please understand we cannot proceed with a tune-up if your furnace does not pass the safety inspection.
Regardless of your next steps, we STRONGLY ADVISE you do not turn your furnace back on until it has been repaired or replaced.
If you have any further questions, please feel free to contact our Service Manager [redacted] at jolesen@callhomecomfort.... or [redacted]
Thank you Home Comfort Experts
Initial Consumer Rebuttal /* (3000, 7, 2017/04/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
it was never mentioned when I spoke with them over the phone that the tune up would only be performed if the unit passed their inspection. Our furnace was running great and had no perceived issues when I called to have this tune up. I was mainly interested in a furnace cleaning, gas valve adjusted, and all moving parts lubricated as that was stated to be the work to be performed for the monies received. None of this work was performed.
Final Business Response /* (4000, 9, 2017/04/05) */
Sorry that you were not satisfied with our service. At Home Comfort Experts we have a 100% satisfaction guarantee and we will be happy to refund your [redacted] We take the safety of our clients very serious at Home Comfort Experts that is why we video take all of our inspections.
Final Consumer Response /* (2000, 17, 2017/04/19) */
Consumer verified this matter is resolved, he received the refund.
Initial Business Response /* (1000, 5, 2016/07/27) */
Please see below the series of document phone calls. In order to guarantee the [redacted] refund we need to verity the kilowatt hours used & cost per kilowatt hours. We request a years worth of utility bills which are put onto a spread sheet. This has...
been explained to the customer.
1/20/15
Customer wants [redacted] refund for 10/15/14 PTU because she said another company told her during a service call that we could not have cleaned the ignitor because it is dirty. She thought we should honor the [redacted] guarantee in our letter. KE
1/23/15
Customer called and wanted to speak to [redacted] I called her back and explained that this year in October of 2015 she can submit her utility bill for review. **
10/21/15 @ 315pm [redacted] called in requesting her [redacted] from 10/15/2014- I called and left a message after talking to [redacted] and Per [redacted] she needs to submit her utility bill for review- **
11/16/15 @ 1:44pm lm for customer,returned her message. Let her know she could submit her utility bills for review for [redacted] refund. **
Initial Consumer Rebuttal /* (3000, 7, 2016/07/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They guaranteed I would be happy or they would refund [redacted] with "NO QUESTIONS ASKED!" So why are they asking for copy of my bill? My bill has not decreased and I am not happy with their service.
Final Business Response /* (4000, 13, 2016/08/03) */
A CHECK REQUEST HAS BEEN SUBMITTED TO ACCOUNTING ON AUGUST 3RD 2016 FOR [redacted]
Final Consumer Response /* (2000, 15, 2016/08/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)