Edward Lynn Group

Review: On 12/6/13 my wife and I noticed that our vents were blowing out cold air. We checked the thermostat and it wasn't working correctly. Being as it was -9 degrees and we have a newborn child, we immediately called Norco heating and air conditioning to come and inspect, in hopes that they would find the issue. The house is brand new (built by [redacted]), so the home is under warranty. [redacted] is in charge of fixing all issues related to the home/warranty etc. The nature of the issue was this. The furnace was not properly insulated (not insulated at all), so it froze up and stopped working. My wife and I had to pay out of pocket in the amount of $232.62. [redacted] told me directly that they would provide us with a time table regarding reimbursement on 12/9. I faxed [redacted] a copy of the invoice and sent him a text message. We have not heard a word back. This is the latest in a long line of issues dealing with both of these companies. We have spent countless hours dealing with issues that have not been fixed properly. In this case, we have spent our own money fixing one of there mistakes and we just want our money back. Thank you.Desired Settlement: We want $232.62 sent to us immediately. We paid out of pocket to fix another issue related to this home. The furnace is under warranty for a period of 2 years.

Business

Response:

Good Morning-

Regarding complaint #9836704

Our company [redacted] is a third party regarding this complaint and acted only to expedite resolution for the homeowner that filed the complaint.

The issue described is between the owner, the warranty company that sets the service level agreement and the builder of the home.

Under parameters agreed to by the owner, the owner is responsible to make reasonable emergency repairs to protect their safety and property if they are unable to reach the builder. The issue described was after normal business hours on a Friday night. Per contract, the owner made "emergency" repairs to have the heat restored. Our company was contacted because of our relationship with the builder on Saturday ONLY to coordinate and dispatch a builder technician to review the work that had been completed and make any additional repairs that were needed. Also per contract the builder is required to reimburse for the emergency service call on Friday night. Although this information was available to the owner in the warranty book that was provided, he was unaware at the time the complaint was filed and made the assumption that he would not be reimbursed. The builder has up to 60 days to pay for this call and is scheduled to remit payment to them on the 10th of the month. Although an unfortunate situation for the homeowner, all parties met their contractual obligations to have the issue resolved as quickly as possible.

Our role was only to assist both the builder and the homeowner to expedite the repairs, we do not have the ability to reimburse, or make repairs or have any obligation to either party other than to assist them in getting their issues resolved as quickly as possible. Thank you for your consideration in this matter.

Best Regards,

[redacted] LLC

Our company has used the services of Edward Lynn Group LLC for approximately 8 years - we've had them doing small minor repairs to larger remodel jobs - all have been completed in a timely manner and done to our satisfaction and then some. [redacted], owner, is very particular about his subcontractors - if he's not pleased with their performance and qualify of workmanship, he doesn't hesitate to make changes so the job is done to his own high standard.