East Bank Records Management

_ Complaint: [redacted] I am rejecting this response because: The sub floor, padding and underneath the laminate were not dried properly [redacted] waited eight days before they lifted the carpet to place the Industrial dryers underneath the layers According to the International Association of professional home and commercial property inspectors ---"Even if visibly apparent mold growth has not yet begun, it is highly likely to happen unless the carpet is completely removed, cleaned and dried within to hours Even then removal and cleaning are not guaranteed to prevent mold growth It is more likely that the carpetwill need to be replaced." The noxious odor and the professional mold test specified the cause and location of mold and where it originatedYes we lived in our home for years and we control a quality, safe environment conducive to protecting not only the health of my daughter living with Lupus Lung Syndrome, my three year old grandson and each member of our family We have not received any monetary compensation from One Hour Heating and Air ConditioningWe are seeking $to cover our insurance deductible, $to cover the increase in our [redacted] Energy Bill, and $for the disruption, inconvenience and displacement caused to our family members [redacted]

Complaint: [redacted] I am rejecting this response because: We have received one phone message from Tonetta Romero on August My husband, [redacted] , returned the call yesterday the 3rd but was unable to talk to her so he left a message We are out of town and hope to set up a meeting on either August 8th or the 11th Would you please keep this case open until we can meet with them Sincerely, [redacted] *** Mary Bown

Initial Business Response / [redacted] (1000, 5, 2015/07/21) */ This customer actually purchased their equipment from [redacted] sold their business in to [redacted] However we do try to work with their customers to resolve any concerns they may haveThe last documented appt we have at her home is July of If the customer had reached out to us and communicated a concern with the panel we would have come out and at least looked at the issue Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I called and scheduled appointments that were canceled the day of after calling to confirm, more than onceI called several times alone about permits that were supposedly pulled for the electrical panel, furnace and A/C and was told each time they will email me or bring it the day of the appointment At this point I don't even care anymore, I just want everyone to know how crappy your service is and hope they don't use your companyYour employees are completely unprofessional! Final Business Response / [redacted] (4000, 9, 2015/07/28) */ Again customer did not purchase their equipment from this company [redacted] was the company that sold them their equipmentJuly of we were at the home and made minor repairs to the customers AC unitThere was no communication with the customer until June Customer called in to schedule a maintenance and stated that she was selling the home and needed for us to provide documents to her related to the purchase of her equipmentUnfortunately due to unusually high emergency calls that day we contacted the customer to reschedule the appt for another dayThe customer agreed to July 13th Prior to us being able to keep the appt the customer cancelled the apptAgain this was only for a maintenance apptto clean the air conditionerthe customer has not reached out to our electrical department regarding the permitting issue or the code corrections that needed to take place periodAgain we do our best to cover the warranties that were offered to [redacted] former customers but it does require the customer keeping clear lines of communication open with our business

Complaint: [redacted] I am rejecting this response because: This response to the message regarding my complaint is unsatisfactory Their message is full of blatant statements: [redacted] The technician did not attache the water line to the humidifier He lift it hanging completely separated from the unit which allowed water to leak and spread through out the areas for more than hours [redacted] The sub floor, padding and underneath the laminate in the areas were not addressed until the seventh day the noxious odor permeated throughout the entire house when they finally placed the industrial dryers under the carpet and lifted the laminate The caused upper respiratory irritation in family members My daughter who is living with Lupus Lung Syndrome and my three year old grandson were immediately removed from the home and forced to reside elsewhere I requested a mold test to be conducted They refused[redacted] The company did not follow proper protocol for properly drying the areas leading to hazardous levels of mold contamination, per our independent test [redacted] The company did not send $[redacted] The company did not put the proper filter back in the furnace[redacted] The operations manager discontinued all communications with us Her non-caring attitude abut our house being left uninhabitable since the service was performed is unacceptable.I am requesting that the company send me $to cover my insurance deductible, $to cover any increase of my ***l Energy Bill and $for inconvenience this has caused me and my family Sincerely, [redacted]

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.Thank You to One Hour for resolving the issue with me directly.
Sincerely,
*** ***

I have left messages for *** *** the gentleman we entered into an agreement withI left a message on 7/28/and again today 8/2/I am wanting to invite ** *** to our office or myself and the technician that provided his service can go to his home to discuss all of his options

Initial Business Response /* (1000, 11, 2015/10/20) */
There was a subcontractor that was hired to core drill a couple of holes and this subcontractor unplugged the customers refrigerator to plug in his toolsOne hour Heating and Air conditioning reached out to this sub and was told that they had
resolved with the clientWe have refunded the customer $The first $comes from our no frustration guarantee and the remainder was given for the inconvenience
Initial Consumer Rebuttal /* (3000, 13, 2015/10/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have never resolved the issue with the sub nor has ANYONE reached out to resolve this matter with usWe have received absolutely no monetary compensation so farI'm not sure whom received this $refund but it wasn't us!
Final Business Response /* (4000, 20, 2015/11/19) */
Good Morning,
The check number XXXXX and it was issued 10/27/I am checking with my acct today to see if the check was cashed

On December we performed a scheduled maintenance on the furnace in the *** homeThe technician that performed the maintenance failed to properly re-secure the water line to the humidifierIt as a 1/inch clean water lineOver the course of a couple of days it leaked into the customers
utility areaAs soon as we became aware of the situation we immediately respondedWithin a couple of hours we had a professional remediation company arrive to the customers homethe complete remediation took approximately daysWe ensured all moisture was removed from the area in questionAccording to industry standards the home was re mediated properlyOur company spent aprox $3,to ensure the home was safe and in the condition if not better then when we were first thereI also recognized the inconvenience to the customer and paid them $to cover any additional cost of electricity used by our equipment and just for the general inconvenience

I have attached documentsThe first document is one of my email communications to Ms*** stating what my company was willing to doThe 2nd document is an overview from *** * restoration company that was hired to perform the workIn the first paragraph of their overview they state what the federally regulated standards requireCarpet removal and replacement are not required when it is a clean water spillHowever that does not exclude replacement if the job requires itHad *** * found potential presence of mold or damage to the carpet we would have replaced the carpet at our expenseThis was not the case It is evident by photos that there is no visible signs of mold growth and the air tests that were performed in the basement area showed no signs of moldThe customer is asking me to perform a whole home mold testA whole home test will provide answer, if there is mold present in the homeIt will not state how long the presence of mold has been in the home or where the mold originates from or if there were ever any previous spills, leaks, etcThe *** home is 20+years old and the likelihood that there has been previous water damage is highly probable and I cannot assume liability for that.As far as the additional electrical usage in the customers home the equipment that *** * uses would have cost the customer less than $dollar additional per dayI accounted for that in the $courtesy refund that I providedThe check number for the refund is

I have reached out to *** *** Protection Plans which is a different business unit than we areI hope to have an answer back within hrs

We have spoken to the customer and have come to a mutual agreement

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

_
Complaint: [redacted]
I am rejecting this response because:  The sub floor, padding and underneath the laminate were not dried properly. [redacted] waited eight days before they lifted the carpet to place the Industrial dryers underneath the layers.  According to the International Association of professional home and commercial property inspectors   ---"Even if visibly apparent mold growth has not yet begun, it is highly likely to happen unless the carpet is completely removed, cleaned and dried within 24 to 48 hours.  Even then removal and cleaning are not guaranteed to prevent mold growth.  It is more likely that the carpetwill need to be replaced." The noxious odor and the professional mold test specified the cause and location of mold and where it originated. Yes we lived in our home for 20 years and we control a quality, safe environment conducive to protecting not only the health of my daughter living with Lupus Lung Syndrome, my three year old grandson and each member of our family.  We have not received any monetary compensation from One Hour Heating and Air Conditioning. We are seeking $1000.00 to cover our insurance deductible, $500.00 to cover the increase in our [redacted] Energy Bill, and $1000.00 for the disruption, inconvenience and displacement caused to our family members.   [redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
This customer actually purchased their equipment from [redacted] sold their business in 2008 to [redacted] However we do try to work with their customers to resolve any concerns they may have. The...

last documented appt we have at her home is July of 2011. If the customer had reached out to us and communicated a concern with the panel we would have come out and at least looked at the issue.
Initial Consumer Rebuttal /* (3000, 7, 2015/07/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I called and scheduled appointments that were canceled the day of after calling to confirm, more than once. I called several times alone about permits that were supposedly pulled for the electrical panel, furnace and A/C and was told each time they will email me or bring it the day of the appointment.
At this point I don't even care anymore, I just want everyone to know how crappy your service is and hope they don't use your company. Your employees are completely unprofessional!
Final Business Response /* (4000, 9, 2015/07/28) */
Again customer did not purchase their equipment from this company. [redacted] was the company that sold them their equipment. July of 2011 we were at the home and made minor repairs to the customers AC unit. There was no communication with the customer until June 24 2015. Customer called in to schedule a maintenance and stated that she was selling the home and needed for us to provide documents to her related to the purchase of her equipment. Unfortunately due to unusually high emergency calls that day we contacted the customer to reschedule the appt for another day. The customer agreed to July 13th 2015. Prior to us being able to keep the appt the customer cancelled the appt. Again this was only for a maintenance appt. to clean the air conditioner. the customer has not reached out to our electrical department regarding the permitting issue or the code corrections that needed to take place period. Again we do our best to cover the warranties that were offered to [redacted] former customers but it does require the customer keeping clear lines of communication open with our business

Complaint: [redacted]
I am rejecting this response because:  We have received one phone message from Tonetta Romero on August 2.  My husband, [redacted], returned the call yesterday the 3rd but was unable to talk to her so he left a message.  We are out of town and hope to set up a meeting on either August 8th or the 11th.  Would you please keep this case open until we can meet with them.
Sincerely,[redacted]  
Mary Bown

On August 8th I met with [redacted] and his wife at their property. We discussed corrective measures to help resolve the cooling concern they had. It was mutually agreed that Direct Energy would make any modifications required to achieve the desired temperature. Currently the [redacted] are on our schedule for August 9th to make some of the necessary changes.

Complaint: [redacted]
I am rejecting this response because: This response to the message regarding my complaint is unsatisfactory.  Their message is full of blatant false statements: * The technician did not attache the water line to the humidifier.  He lift it hanging completely separated from the unit which allowed water to leak and spread through out the areas for more than 24 hours.  * The sub floor, padding and underneath the laminate in the areas were not addressed until the seventh day.  the noxious odor permeated throughout the entire house when they finally placed the industrial dryers under the carpet and lifted the laminate.  The caused upper respiratory irritation in family members.  My daughter who is living with Lupus Lung Syndrome and my three year old grandson were immediately removed from the home and forced to reside elsewhere.  I requested a mold test to be conducted.  They refused.*  The company did not follow proper protocol for properly drying the areas leading to hazardous levels of mold contamination, per our independent test.  *  The company did not send $500.00.*  The company did not put the proper filter back in the furnace.*  The operations manager discontinued all communications with us.  Her non-caring attitude abut our house being left uninhabitable since the service was performed is unacceptable.I am requesting that the company send me $1000.00 to cover my insurance deductible, $500.00 to cover any increase of my [redacted]l Energy Bill and $500.00 for inconvenience this has caused me and my family.   Sincerely,
[redacted]