Dianne Merante

From: Nancy L [redacted] Sent: Tuesday, November 17, 2:PM To: [redacted] Subject: RE: complaint filed by [redacted] We have tried to contact this customer numerous times and they have not called us back The builder, [redacted] called us and requested we stop calling the homeowner I am not sure what else we can do Thank you, Nancy L [redacted] Builders Mechanical, Inc [redacted]

Our Service Manager went to customers house and repaired the dryer vent

We registered the equipment for them and are mailing them the owners manual

Two of the largest HVAC manufactures in the United States have a recall on TXV's. This has caused a tremendous amount of service calls for usWe have gone to the home owners house and repaired their unit

Service manager will call homeowner to set up an appointment this week to complete the repairs

BMI's service managment team went to this customers house on 9-10-to address the air holes in doors issue. It was determined that it was not an HVAC issue and we told Mr*** and the builder, everyone agreedOur service tech Henry went to the customers house on 9-24-to take care of
the HVAC issue. Unfortunately when he was there his foot slipped and he went through the ceiling. We have contacted the builder, Steve and he is going to have his construction people repair the hole in the ceiling so the textue and paint will match

We went to this house and on August th and worked on the zone board when we left everything was working fineOn September 1st, the homeowner called us again and said it was not cooling. We sent a tech out to the house and found someone changed the setting on the t/stat to 45%
humidity levels. We corrected the setting and everything was working fine. We are sending a team out to the house to maximize the air flow in each room

This is the response I sent on July 7, 2015:In regards to case # ***, we went to the house on
5-27-and diagnosed the problem that it needed the TXV replaced. On
6/1/left a message with the homeowner to set up an appointment. On
6-2-we replaced the homeowners TXV and
ran a diagnostic on the house and
found the readings were correct On 6-18-homeowner called and we went
back to the house and discovered the coil needed to be changed. On
6-19-we changed the coil. As of today 7-7-we have not heard back
from the homeowner so we assume everything is working properly

We registered the equipment for them and are mailing them the owners manual.

In regards to case # [redacted], we went to the house on 5-27-15 and diagnosed the problem that it needed the TXV replaced.  On 6/1/15 left a message with the homeowner to set up an appointment.  On 6-2-15 we replaced the homeowners TXV and ran a diagnostic on the house and found the...

readings were correct.  On 6-18-15 homeowner called and we went back to the house and discovered the coil needed to be changed.  On 6-19-15 we changed the coil.  As of today 7-7-15 we have not heard back from the homeowner so we assume everything is working properly.   Thank you, [redacted] Builders Mechanical, Inc.

The custmer called us on 8-18 and stated the a/c would not go below 75 degrees.  We sent some one out and discovered  it needed installed drip shield and bypass arm.  We sent someone out there on 8-29-15 to install this.  The customer has never called us back to say it wasnt...

working nor has he paid for any of the repairs.

Our Service Manager went to customers house and repaired the dryer vent.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
[Despite multiple technicians and the service management team's involvement, no resolutions were reached. The builder had an Engineer and Mold/Air Quality Inspector come to our home to find where the leaks and mold were coming from, and they are in fact a result of the AC. We have wet air ducts, bad sealant around ducts, and holes in the ducting that was never found by any of the technicians nor service management team, which I find to be both unbelievable (as they were sent to find the leaks) and unacceptable. Both the Engineer and Mold Inspection visit produced official documentation of the findings, and remediation of the issues will begin with a BMI rough team on Oct 8th. I am still unhappy with the below average customer service we have received and lack of quality this company produces. As far as the hole in the ceiling, it was stated in BMIs response that Steve "is going to have his construction people repair the hole in the ceiling so the texture and paint will match." I want to be clear in explaining that this is not the reason our builder is having to fix this issue. The builder has taken over because of BMIs inability to fix it properly. A service managers brother in law that "does sheet rock on the side" as explained to me was being sent because Freddie was as he said "trying to help his tech out". My problem here is that his brother in law does not carry insurance which is unacceptable as anyone with a business that does not carry insurance cannot work on nor enter our home, as this can create a multitude of issues. Again the severe lack of customer service is spotlighted here in taking care of a friend instead of the customer. ]
Regards,

From: Nancy L[redacted] Sent: Tuesday, November 17, 2015 2:20 PM To: [redacted] Subject: RE: complaint filed by [redacted]   We have tried to contact this customer numerous times and they have not called us back.  The...

builder, [redacted] called us and requested we stop calling the homeowner.   I am not sure what else we can do.    Thank you, Nancy L[redacted] Builders Mechanical, Inc. [redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.