Emergency Maintenance Company

Dear [redacted] , In regards to [redacted] complaint: [redacted] Customer has an agreement with [redacted] home warrantyIn that agreement it is stated that customer has a $deductible (not co-pay!) due at the time of the visit for every new claim they open, does not matter whether claim will be covered or deniedWe are the service company that was sent to her by home warranty and per our agreement with [redacted] we MUST collect that deductible, and of course it goes toward our service call fee for diagnosis The same goes with $of charges for modificationsCustomer had an old water heater leaking and while replacing we would have to bring everything up to today's standardsWe give report with our pricing to home warranty and they check what is covered by customer's plan and what is notIt is strictly between customer and home warranty companyThere is scope of work and price for it, what is covered depends on customer's planWe work with home warranties for many years and it always been like thatWe understand customer's frustration when something is not completely covered but unfortunately there is nothing we can doThey always have an option to take a cash out from home warranty and hire independent contractorWe truly believe that is a fair practice Furthermore, we do not appreciate customer's bad-mouthing our principal for being in courtThat is simply not right, nothing more to sayAs you can see we absolutely can not provide any refundThat is customer's deductible to home warranty which covers our technician visit for diagnosis Please, give me a call if you have any further questions Sincerely, Alena Emergency Maintenance Company - HVAC Contractor Phone: ###-###-#### Fax: ###-###-#### State Rd Philadelphia, PA Visit us @ www.emcocooling.com

Dear [redacted] ,In regards to [redacted] complaint:Customer has an agreement with [redacted] home warrantyIn that agreement it is stated that customer has a $deductible (not co-pay!) due at the time of the visit for every new claim they open, does not matter whether claim will be covered or deniedWe are the service company that was sent to her by home warranty and per our agreement with [redacted] we MUST collect that deductible, and of course it goes toward our service call fee for diagnosisThe same goes with $of charges for modificationsCustomer had an old water heater leaking and while replacing we would have to bring everything up to today's standardsWe give report with our pricing to home warranty and they check what is covered by customer's plan and what is notIt is strictly between customer and home warranty companyThere is scope of work and price for it, what is covered depends on customer's planWe work with home warranties for many years and it always been like thatWe understand customer's frustration when something is not completely covered but unfortunately there is nothing we can doThey always have an option to take a cash out from home warranty and hire independent contractorWe truly believe that is a fair practiceFurthermore, we do not appreciate customer's bad-mouthing our principal for being in courtThat is simply not right, nothing more to say.As you can see we absolutely can not provide any refundThat is customer's deductible to home warranty which covers our technician visit for diagnosisPlease, give me a call if you have any further questionsSincerely, AlenaEmergency Maintenance Company - HVAC ContractorPhone: ###-###-####Fax: ###-###-####State Rd Philadelphia, PA 19136Visit us @ www.emcocooling.com

Dear [redacted] ,As we have already mentioned crack in a heat exchanger can be a matter of even several hoursThe problem with thermocouple did exist on 10/12/Decision in regards to service fee being due was made by your warranty companyAccording to the policy service provider has to bill customer for service feeWe are always looking for a compromise and trying to accommodate our customersThat is why as a curtsey gesture Emergency Maintenance is willing to waive service fee of $

Hello [redacted] , Ir regards to the complaint mentioned in your email: The customer had separate service visits to this property During the first visit our service technician determined that the air conditioning system has a low refrigerant level (more then lbs)He performed an electronic leak test with leak detector, did not find a leak and recommended another visit of service technicians to perform a nitrogen leak searchSince the system was more then lbs low on freon, EPA certified technician is required to find and repair leakRrefrigerant is dangerous for environment and can not be exposed into the atmosphereEPA regulations clearly state that system running on ozone depleting Rrefrigerant has to be properly repaired and sealed or replaced if not repairableThere was no charge for the first visit since we did not find a source of the leak Our customer was informed about the necessity of nitrogen leak search and the price for the service $The charge was approved by our customer prior to our second visitOn the service day technicians spent over hours diagnosing the problem and found a slow leak from the evaporator coilOur office called customer with price for replacing the evaporator coil, but the quote was not acceptedOur company can't take liability for charging leaking AC system with Rrefrigerant Our company offers free estimates on the whole HVAC system replacementService technicians do not provide free diagnoses on the failed system, because it is time consuming and requires a use of special toolsWe believe that $is a fair price for a nitrogen leak search Since that time our customer ignored all of the communicationMultiple attempts were made via telephoneThe invoice was mailed at least timesThere was no answer and/or explanation to why the bill was not paid At this point the balance is way overdue and we can't stop the third party collection procedures Thank you Serge Emergency Maintenance Company - HVAC Contractor Phone: [redacted] Fax: [redacted] Visit us @ www.emcocooling.com

Dear [redacted] , We are sorry to hear you are not satisfied with our company's service and are sincerely apologize for inconvenience there issues may have caused you According to our records, we did come out to unclog the drain pipe in the basement and found that main drain was only clogged but also crackedSince our company does not replace these types of drains, we advised warranty company to reassign this part of the claim to another company in order to the whole job to be performed in a timely manner, but we were willing to come back for kitchen sink drain line repairsDue to kitchen waste line being in quite poor condition and very old there was a high chance for the waste line to crack while performing a job with snake.Since we are striving to resolve the issues we may have inadvertently caused, appointment was already scheduled and we are coming out today at no charge to repair kitchen sink drain If you have any other questions or concerns, please do not hesitate to contact our office Thank you!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: The whole Serge's response is a lieI'm, [redacted] , certify, that I was not the customer, as that company claimed in that responseI didn't call for the serviceI did not meet with Serge or any of the the company's technicians or anybody else; I did not talk with them about leaking, second visit or the priceEspecially as he said "with approved charge of $before second visit" That is all a lieThat's why Serge, who is responding to this response, avoiding calling the customer by the name He didn't meet me, didn't talk to me about the any price, leaking or anything else, and never called me back with the charges, as he said "Since that time our customer ignored all of the communicationMultiple attempts were made via telephone"All is a lie.He put this charge to a collection bureau on me, personally, on my personal my social security, not on a just "customer"Let him identify the "customer" and then, only then, charge that customer, resolve the bill, and put it into the collection.So , I refuse this charge, because its not mineSerge claimed that he said "Our customer was informed about the necessity of nitrogen leak search and the price for the service $150.The charge was approved by our customer prior to our second visit." That's a completely a lieHe did not name any price, especially to meOtherwise they would not been comingAverage price for the service visit is $ But the only technitian came, not two, as Serge claimedHe doesn't even know who is working for himAs I said before, that technician disassembled AC/Heater system unit, claiming that the unit have a huge non-repairable leakAnd that technician didn't have any right to disassemble the AC/Heater unit, and leave it like that after he leftEven if the "customer" doesn't agree with the future repair price, the technician must assemble everything back, as it wasSerge, in his response, doesn't mention that detail, that costs us lately additional $So, I didn't have this business neither with Emergency Maintenance Company, nor with Serge and his technicians So, his charges on me and on my social security is a fraud and I consider it as identity theftIf he doesn't stop collecting and harassing me, personally, for the non-existing business with me, I am going to report him to the prosecutor I demand, as it was before, $for the assembling AC/Heater system back, as for the damage that was made by his company, and remove all his charges on me personallyI believe is a fair price for the damage made by his company And the last thing, that company is making statements about necessity of repair of people's AC/Heater systems, trying to force people for unnecessary expensive repairs, that is , I consider, as a some of the ways to steel people's moneyAs it happened in our household's case That is I consider as a fraud tooAnd that deserves some attention from departments who grant licenses, or may be even prosecutorsWhatever will happen with that claim, I will not leave it along, and will complain to those departments, who gave them licensesThat company does not deserve the right to conduct its unfair business on market Regards, [redacted]

Hello, Please review the attached invoice PDF fileIt clearly indicates the consumer as the account holder (bill to party), which is responsible for all payments due from the addressThe invoice also indicates that is was mailed times before collection activities beganThis account had been in our system since under customer's name Please note the invoice has a zero balance because it was written off and transferred over to another vendor for payment Serge Thank you

Hello ***,
Ir regards to the complaint mentioned in your email:
The customer had separate service visits to this property.
During the first visit our service technician determined that the air conditioning system has a low refrigerant level (more then lbs)He performed an
electronic leak test with leak detector, did not find a leak and recommended another visit of service technicians to perform a nitrogen leak searchSince the system was more then lbs low on freon, EPA certified technician is required to find and repair leakRrefrigerant is dangerous for environment and can not be exposed into the atmosphereEPA regulations clearly state that system running on ozone depleting Rrefrigerant has to be properly repaired and sealed or replaced if not repairableThere was no charge for the first visit since we did not find a source of the leak.
Our customer was informed about the necessity of nitrogen leak search and the price for the service $The charge was approved by our customer prior to our second visitOn the service day technicians spent over hours diagnosing the problem and found a slow leak from the evaporator coilOur office called customer with price for replacing the evaporator coil, but the quote was not acceptedOur company can't take liability for charging leaking AC system with Rrefrigerant.
Our company offers free estimates on the whole HVAC system replacementService technicians do not provide free diagnoses on the failed system, because it is time consuming and requires a use of special toolsWe believe that $is a fair price for a nitrogen leak search.
Since that time our customer ignored all of the communicationMultiple attempts were made via telephoneThe invoice was mailed at least timesThere was no answer and/or explanation to why the bill was not paid.
At this point the balance is way overdue and we can't stop the third party collection procedures
Thank you
Serge
Emergency Maintenance Company - HVAC Contractor
Phone: ***
Fax: ***
*** *** ** *** ** ***
Visit us @ www.emcocooling.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I'm, *** ***, indeed, had one service call in 2010, that was served and paid by me in fullI never knew, that Emergency Service company opened their account with meAny account must be opened with written agreement with both sides, where the company must disclose any information about the account, terms and conditionsthat was not done with meAccount was opened without my knowledge, without disclosing me that informationSo, I don't consider that account is valid or even activeIt was 2010.I moved out of that house, located at *** *** *** *** in ***, due to divorceIt was a very difficult and painful divorce process, and now I have to protect myself and bring it up to public, talk about that again, thanks to that unprofessional company.But my three children are visiting their father's house very very oftenThat is why I'm concern about damaged AC/Heater system.Now I'm located at different address at *** areaThat's why I never received those bills and nobody ever called me about themI found out about collection letter that I got from older son only now.I guess I don't have to explain here my family situation, and why my ex-husband didn't give me any mail from my previous address.So, my point is, when that company got two service calls from the address *** *** *** **, in 2013; and got there, they had a business with a man, they didn't see me, personally, a woman, who is, according to them, an account holder, wasn't there a question, where the account holder is, and who will be paying the for the service calls? Those two service calls were years later from the account opening!!! Didn't they need any confirmation from the account holder??According to them, I'm sentenced for life with that account just because they printed out some unconfirmed bills? Is that how a professional company must work? As I said, account was open without my knowledge, without written agreement, without disclosing me the terms and conditionsIt was open with all possible violations of consumer lawIf I knew the terms and conditions of the account, how to open and how
to close their account, of course, I would call them and close that
account in 2011, when I moved out from the house.Its not like a credit card or mortgage payment, that people deal every month and know how close accounts and change address.Its not my fault that the company is very unprofessional and don't know how to manage their billingIts against the law to pin every unpaid bill on the last person they know, especially year apartI don't accept their bills or anything elseLet them show signed by me and them agreement of accountOnly that will be a proof that I own that account and I'm still liable for that.Now about those two service calls:It is only proves a lie of Sergey (company owner) that the customer approved $before second visit??? They didn't even see me, how could I approve anything.Every answer they gave is a lie.And I still didn't receive any respond for the damaged disassembled AC/Heater system, that they left after second visitThat company put my three children lives in danger and don't even bother to explain that and apologizeLike it never existed.I still require to withdraw their collection bill of $150; stop humiliate and harass me with those collection calls, stop destroying my credit history.And I still require $for assembling back the damaged system by Emergencycompany.(I'm just sorry, I asked too little reimbursement amount for all troubles that they cost me.)
Regards,
*** ***

Hello,Please review the attached invoice PDF fileIt clearly indicates the consumer as the account holder (bill to party), which is responsible for all payments due from the addressThe invoice also indicates that is was mailed times before collection activities beganThis account had been in our system since under customer's name. Please note the invoice has a zero balance because it was written off and transferred over to another vendor for payment. SergeThank you

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because Emergency Maintenance is lying to cover their poor service.
Regards,
[redacted]

Dear Mr [redacted], You contacted your warranty company 11/16/2016 with another problem and we (Emergency Maintenance) scheduled appointment for you for the next day. In the morning of appointment you contacted us saying that your heating system if fine now but one of the radiators started to...

leak. You requested to move your appointment for earlier time. Unfortunately, all technicians were already in the field serving customers. Emergency Maintenance Comply equally values all customers so we could not cancel somebody else in order to get to you few hours earlier.  Tech diagnosed the problem and stopped the leak. Since we were sent by your home Warranty Company we have to follow protocols being CCHS provider which means job needs to be authorized by Warranty Company before repairs performed. We do understand your frustration not having heat in the office for such a long time but claim was approved only few days ago and appointment scheduled for earliest available slot and your convenience. We sincerely apologize for being late and any inconvenience that brought to your schedule. We cannot predict traffic conditions and sometimes jobs take longer than initially planned due to complications. Customer satisfaction is very important to us, and we are constantly trying to improve. We value your time and feedback and as a courtesy we are willing to perform job without charging you for modifications ($115) and access ($85).  Sincerely, Emergency Maintenance Company team

Dear [redacted],
 
We are sorry to hear you are not satisfied with our company's service and are sincerely apologize for inconvenience there issues may have caused you.  
According to our records, we did come out to unclog the drain pipe in the basement and found that...

main drain was only clogged but also cracked. Since our company does not replace these types of drains, we advised warranty company to reassign this part of the claim to another company in order to the whole job to be performed in a timely manner, but we were willing to come back for kitchen sink drain line repairs. Due to kitchen waste line being in quite poor condition and very old there was a high chance for the waste line to crack while performing a job with snake.Since we are striving to resolve the issues we may have inadvertently caused, appointment was already scheduled and we are coming out today at no charge to repair kitchen sink drain. 
If you have any other questions or concerns, please do not hesitate to contact our office. 
 
Thank you!

Dear [redacted],We do understand your frustration and want to apologize for inconvenience. Emergency Maintenance was sent to diagnose and perform repairs at you residence through [redacted] Services. As a service provider from the warranty company Emergency Maintenance had to follow the...

policy and collect $100 deductible for performed repairs covered under the warranty. That is why, on 10/12/16 , according to your contract with the warranty company, you paid $100. The only failure that was detected during the visit - shorted thermocouple; replacement of the thermocouple was performed on the same day. According to the report from 10/25/16 no problem was found with the thermocouple and the claim was processed as not a recall. According to the [redacted] policy you, as a home owner, would have to pay another deductible in case that [redacted] would cover the repairs. Due to the fact that on 10/25/16 your contract has already expired, claim was denied and the amount of deductible was changed to $65 (or service call fee). In regards to the diagnosis itself, we have to inform you that during the first visit on 10/12/16 no crack in the heat exchanger was found. The failure associated with heat exchanger and carbon monoxide leak were detected on 10/25/16. This information was submitted to you warranty company in a timely manner. Upon leaving technician advised you not to use the furnace and avoid any attempt to reset it in order to eliminate the possibility of getting carbon monoxide into the house.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecfing this response because:  Pending reimbursement. I contacted [redacted] approximately a week ago when I did not receive a call regarding the letter I had written to corporate headquarter. I was informed by customer service that I should receive a letter from [redacted] indicating that I will be refunded the $400.00 for services not rendered. I am still waiting for the letter and the refund.   I am appreciative of the calls that I received from EMC to install a new hot water heater.  Unfortunately as a trial attorney I have been in court at the various times the company has attempted to reach me.  In a previous writing I indicated that the property was a rental being renovated. Since the installation of the hot water heater a month ago the contractors are no longer there and a tenant has since moved in. The tenant works various hours which makes  any convenient scheduling you offer INCONVENIENT to the tenant. The tenant sees this as a matter that should have been addressed prior to them moving in and they are correct. However, I also had an obligation not withstanding my dispute with your company to minimize any damages from loss rental income as well as potential breach of contract for not having the tenant move in on the agreed date  The only option I can propose because (I do want an undamaged heater) is to make arrangements to have the property manager(contractor) pick the hot water heater up at your facility and install it or arrange to have him on site when the installation is done for an additional fee.   I assure you I am not trying to receive double payment once I reimbursed out of pocket cost and receive ( via Pick up customer assume risk of hot water installation)  a new undamaged hot water heater I will consider this matter to be closed. Please note that any credit card information provided was immediately cancelled and the banks fraud department issued a new card. A check would need to be issued as that card cannot be re-credited
Regards,
[redacted]

Dear [redacted], We are sorry to hear you are not satisfied with our company's service and are sincerely apologize for inconvenience there issues may have caused you.  According to our records, we did come out to unclog the drain pipe in the basement and found that main drain was only...

clogged but also cracked. Since our company does not replace these types of drains, we advised warranty company to reassign this part of the claim to another company in order to the whole job to be performed in a timely manner, but we were willing to come back for kitchen sink drain line repairs. Due to kitchen waste line being in quite poor condition and very old there was a high chance for the waste line to crack while performing a job with snake.Since we are striving to resolve the issues we may have inadvertently caused, appointment was already scheduled and we are coming out today at no charge to repair kitchen sink drain. If you have any other questions or concerns, please do not hesitate to contact our office.  Thank you!

We certainly understand all inconveniences that you are currently experiencing. Please be advised that Emergency Maintenance Company is willing to resolve the problem as soon as possible. Equipment (water heater) that was installed in you residence was recently purchased. We can provide all...

paperwork proving that water heater is a brand new.  During the installation technician accidentally dropped the water heater which caused equipment to be dented.  Unfortunately technician did not inform the office about the accident in timely manner. As soon as we received information about the problem we investigated everything with the technician.According to your contract with the warranty company ([redacted]) modifications needed for water heater replacement are not covered. That is why as a home owner you was informed to be responsible for modifications (gas line, water line, exhaust line)charges for the amount of $400.No additional components or parts were necessary for water heater replacement.  Due to changes occurred in installation codes and equipment configurations modifications are necessary to be performed. As a home warranty service provider we are obliged to break down the process and pricing of replacement for certain categories. Based on specific terms of every single agreement authorization department provides us with information on what is covered and what is not. This breaking down procedure is not a part of service by private companies – they usually quote based on the scope of work with a particular price.In order to resolve the problem we would like to offer you a new water heater to be installed. Please inform us what day and time will be convenient for you to perform replacement and we will assist you at the earliest availability.

Our company was sent to customer by home warranty. By their agreement they have $100 deductible upon technician arrival. Technician found air conditioning system very poorly maintained (very dirty) and not working. He found failed part and replaced it. System started to work. He strongly advised customer to perform cleaning of the system which was not addressed by home warranty. As a license contractor we need to report to warranty if failures occur due to the lack of maintenance (and we advised customer's wife about it). Customer was not home at the time but he kept insisting over the phone through his wife that another part failed and must be replaced even though our certified tech already repaired the system. He refused to pay the service but insisted that cleaning must be done anyway and part that he WANTS needs to be replaced,  and refused to pay $100 obligatory deductible (threatening to call a police). Upon technician departure customer's system was in working condition. $100 deductible is due (customer can verify it with his home warranty). In any occasion if system stops working for the same reason that it was repaired - home warranty provides 180 days guarantee and we come back to repair it (deductible is not due for recall). If customer still has problems with his system he should contact our company directly at ###-###-####.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The whole Serge's response is a lie.1. I'm, [redacted], certify, that I was not the customer, as that company claimed in that response. I didn't call for the service. I did not meet with Serge or any of the the company's technicians or anybody else; I did not talk with them about leaking, second visit or the price. Especially as he said "with approved charge of $150 before second visit".  That is all a lie. That's why Serge, who is responding to this response, avoiding calling the customer by the name.  He didn't meet me, didn't talk to me about the any price, leaking or anything else, and never called me back with the charges, as he said "Since that time our customer ignored all of the communication. Multiple attempts were made via telephone". All is a lie.He put this charge to a collection bureau on me, personally, on my personal my social security, not on a just "customer". Let him identify the "customer" and then, only then, charge that customer, resolve the bill, and put it into the collection.So , I refuse this charge, because its not mine.2. Serge claimed that he said "Our customer was informed about the necessity of nitrogen leak search and the price for the service $150.The charge was approved by our customer prior to our second visit." That's a completely a lie. He did not name any price, especially to me. Otherwise they would not been coming. Average price for the service visit is $65.    But the only 1 technitian came, not two, as Serge claimed. He doesn't even know who is working for him. As I said before, that technician disassembled AC/Heater system unit, claiming that the unit have a huge non-repairable leak. And that technician didn't have any right to disassemble the AC/Heater unit, and leave it like that after he left. Even if the "customer" doesn't agree with the future repair price, the technician  must assemble everything back, as it was. Serge, in his response, doesn't mention that detail, that costs us lately additional $200.3. So, I didn't have this business neither with Emergency Maintenance Company, nor with Serge and his technicians.     So, his charges on me and on my social security is a fraud and I consider it as identity theft. If he doesn't stop collecting and harassing me, personally, for the non-existing business with me,  I am going to report him to the prosecutor.    I demand, as it was before, $200 for the assembling AC/Heater system back, as for the damage that was made by his company, and remove all his charges on me personally. I believe is a fair price for the damage made by his company.   And the last thing, that company is making false statements about necessity of repair of people's AC/Heater systems, trying to force people for unnecessary expensive repairs, that is , I consider, as a some of the ways to steel people's money. As it happened in our household's case.   That is I consider as a fraud too. And that deserves some attention from departments who grant licenses, or may be even prosecutors. Whatever will happen with that claim, I will not leave it along, and will complain to those departments, who gave them licenses. That company does  not deserve the right to conduct its unfair business on market.   Regards,
[redacted]

Hello,
Please review the attached invoice PDF file. It clearly indicates the consumer as the account holder (bill to party), which is responsible for all payments due from the address. The invoice also indicates that is was mailed 3 times before collection activities began. This account had been in our system since 2010 under customer's name. 
Please note the invoice has a zero balance because it was written off and transferred over to another vendor for payment. 
Serge
Thank you