Emergency Maintenance Company

Dear [redacted],
In regards to [redacted] complaint:
font-size: 12.[redacted]7349px; font-family: arial, sans-serif;">
Customer has an agreement with [redacted] home warranty. In that agreement it is stated that customer has a $100 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 denied. We 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 $530 of charges for modifications. Customer had an old water heater leaking and while replacing we would have to bring everything up to today's standards. We give report with our pricing to home warranty and they check what is covered by customer's plan and what is not. It is strictly between customer and home warranty company. There is scope of work and price for it, what is covered depends on customer's plan. We work with home warranties for many years and it always been like that. We understand customer's frustration when something is not completely covered but unfortunately there is nothing we can do. They always have an option to take a cash out from home warranty and hire independent contractor. We truly believe that is a fair practice. 
Furthermore, we do not appreciate customer's bad-mouthing our principal for being in court. That is simply not right, nothing more to say.
As you can see we absolutely can not provide any refund. That 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: ###-###-####
7934 State Rd Philadelphia, PA 19136
Visit us @ www.emcocooling.com

Hello [redacted],
Ir regards to the complaint mentioned in your email:
The customer had 2 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 2 lbs). He performed an electronic leak test with leak detector, did not find a leak and recommended another visit of 2 service technicians to perform a nitrogen leak search. Since the system was more then 2 lbs low on freon, EPA certified technician is required to find and repair leak. R22 refrigerant is dangerous for environment and can not be exposed into the atmosphere. EPA regulations clearly state that system running on ozone depleting R22 refrigerant has to be properly repaired and sealed or replaced if not repairable. There 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 $150. The charge was approved by our customer prior to our second visit. On the service day 2 technicians spent over 2 hours diagnosing the problem and found a slow leak from the evaporator coil. Our office called customer with price for replacing the evaporator coil, but the quote was not accepted. Our company can't take liability for charging leaking AC system with R22 refrigerant. 
Our company offers free estimates on the whole HVAC system replacement. Service technicians do not provide free diagnoses on the failed system, because it is time consuming and requires a use of special tools. We believe that $150 is a fair price for a nitrogen leak search. 
Since that time our customer ignored all of the communication. Multiple attempts were made via telephone. The invoice was mailed at least 3 times. There 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], Work performed at your house was requested by your home warranty. As a service provider we sign the contract and must follow guidelines and protocols, and according to that system must be repaired if it is repairable.  Each repair was approved and authorized by your home warranty. Unfortunately, prior authorization with [redacted] Emergency Maintenance Company has no knowledge about which items are covered or not. This is strictly between home owner and warranty. We gave detailed report on necessary repairs and authorized advised us about not-covered portions.  They discussed all not covered items with you prior approval. All repairs were done according to industry standards and codes. [redacted] gives 180 day warranty on repairs performed. Your system worked for 2 months after we finished repairs, and based on invoice from another company that you forwarded to us, failures are different from what we worked on. We discussed that issue with [redacted] and they advised us that claims were approved accordingly and no refund should be issued.  Emergency Maintenance Co team

Dear [redacted],In regards to [redacted] complaint:Customer has an agreement with [redacted] home warranty. In that agreement it is stated that customer has a $100 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 denied. We 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 $530 of charges for modifications. Customer had an old water heater leaking and while replacing we would have to bring everything up to today's standards. We give report with our pricing to home warranty and they check what is covered by customer's plan and what is not. It is strictly between customer and home warranty company. There is scope of work and price for it, what is covered depends on customer's plan. We work with home warranties for many years and it always been like that. We understand customer's frustration when something is not completely covered but unfortunately there is nothing we can do. They always have an option to take a cash out from home warranty and hire independent contractor. We truly believe that is a fair practice. Furthermore, we do not appreciate customer's bad-mouthing our principal for being in court. That is simply not right, nothing more to say.As you can see we absolutely can not provide any refund. That 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, AlenaEmergency Maintenance Company - HVAC ContractorPhone: ###-###-####Fax: ###-###-####7934 State Rd Philadelphia, PA 19136Visit us @ www.emcocooling.com

Dear [redacted],The claim that you opened with the warranty company was assigned to us during the holiday weekend when the company was closed. According to the home warranty policy service provider (Emergency Maintenance) is required to schedule appointment within 24 business hours. Since the claim...

was placed on Saturday, May 28th (after business hours) we offered the appointment at the earliest convenience (Tuesday, May 31st) and within emergency service guidelines. After hours or holiday visit can be performed only upon personal agreement with the representative from the service providing company (Emergency Maintenance). On May 31st technician diagnosed that system is very poorly maintained and must be cleaned prior to any further repairs.  According to your contract to the [redacted] Home Warranty Service cleaning service is not covered, that is why you had to pay out of the pocket.  The amount charged for 1lb of Freon was reimbursed at the earliest convenience. Quite similar situation occurred in July. The potential recall was placed on Saturday, July 2nd (after business hours) and appointment was scheduled for July 5th (still within 24 business hours since the claim was placed).  During the visit technician diagnosed that the system had different failure comparing to previous visit and some parts (high and low side service valves) had to be replaced. In order to perform repairs freon had to be recovered and line set modified. The parts were ordered as soon as Warranty Company authorized repairs to be performed. According to you contract with [redacted] Warranty Company modifications and recovery are not covered that is why you had to pay out of pocket. Before scheduling appointment warranty company representative asked for your approval to pay non covered charges and received it. On July 7th we sent technician to perform repairs and the job was completed. After the visit in July our company was never informed about any other failures occurring with your air conditioner because claim was assigned to different service provider per your request.  According to the agreement with the [redacted] Warranty Company we have 180 day of recall repair warranty if the failure has the same origin. At this point, all repairs that were done so far had been approved by Warranty Company and performed in a proper manner. Currently the system is 8 years old and according to the industry standards it is not old enough to be replaced unless it was maintained improperly. Upon the protocol system has to be repaired if it is repairable.Best regards, Emergency Maintenance Co

Dear [redacted],As we have already mentioned crack in a heat exchanger can be a matter of even several hours. The problem with thermocouple did exist on 10/12/2016. Decision in regards to service fee being due was made by your warranty company. According to the policy service provider has to bill customer for service fee. We are always looking for a compromise and trying to accommodate our customers. That is why as a curtsey gesture Emergency Maintenance is willing to  waive service fee of $65.

[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 is satisfactory to me.  But I want you to send/mail to me by tomorrow, Tuesday, 4/18/17, a written credit memo of $65. I want to receive this credit memo no later than Friday, 4/21/17.  You have my address. Do not post it here. Thank you. 
Regards,
[redacted]

Review: To Whom It May Concern,

I would like to file a complaint against Emergency Maintenance Co which is attempting to bill me for services which were not done as described. I also got a collection letter for $150.00 for the service performed in summer of 2013 which should not have been sent because the services done DO NOT WORK.

My ex-husband who ordered these services trying to attempt to fill Freon into the air conditioning system. He made the deal, not me. If that company has my name on file from previous services, that doesn’t mean they can bill and sue me for every service that happened in the house, where six people are living. I never had an account with Emergency Maintenance Co., I never signed any contract or agreement with the company, never gave them my personal information or social security number. The company dealt with my ex-husband, so they have to bill him. I consider this a fraudulent transaction.

The service man named "Sergey" came to fill Freon . But he said, that AC system has leaking, so filling Freon would be pointless and that he needs to find a leak, repair it, and then fill the Freon. But he cannot do it right away, that he will come again later with proper instruments.

The service man said there is no need to pay money for the visit, because he was not able to complete his work, he didn’t perform the service call, and the money will be paid when the system will be repaired. No paper work was ever provided with any invoice or bill.

A different service man came from that company a few days later, he did not provide his name. My ex-husband dealt with all of them. The service man was looking for the leak, the service man unscrewed all bolts and nuts; took off all metal sheets, doors from the air conditioning and heating unit. This was a gas heating unit it can be dangerous!!! He unassembled that unit completely and said that he found a leak, and it would cost $900 to repair a leak, cost additional money to fill Freon, or Install a new system. Which would cost about $4000-5000. When my ex-husband said he had to think about such an expensive repair and may do some other estimates, like shop around, that service man got upset, started yelling that we bother people calling them for estimation (when there business advertises free estimates) when they got business to do and then he left.

Most importantly he did not assemble the air conditioning and heating unit back to normal, he left everything on the floor in pieces. He left us without air condition and heater.

That service man did not ask for money also. Nobody, not him, not Sergey did not say that we have to pay or present any invoice or paperwork with a due balance.

We called another company who assembled the unit back and filled Freon. It cost us much more than was for just filling Freon. AC/Heater system works just fine, no need for expensive repairs or installing new system. That was a mislead from Emergency maintenance company. I think they have misled us to make a false repair and to gain profit for themselves.

Several months later I got the bill for two service calls, total for $150.

My complaint is about that company that they are making fraudulent transactions about me personally. Emergency Maintenance Co is misleading their customers, forcing them to do expensive false repairs and even unnecessary air conditioning and heating new system installation. They do not cooperate with the customers, and they charge for nonperforming services, when they never present any paper work for their services.

Many companies have their estimation work and visit for free. We would never call Emergency Maintenance Company if they named the service call charge $75 for each. We have only asked to fill Freon and we agreed to pay $150-$200. But that was not done.

I think I don’t deserve that $150 bill, and now collection bill that could ruin my credit history. I’ve done nothing wrong. It’s not like I received the satisfying service and then refuse to pay for itDesired Settlement: I would like them to stop billing me for for the fraudulent service, stop any collection charges, because it ruins my credit history.

And I I want them to reimburse me repairs for assembling AC/Heater unit , that Emergency Maintenance Company disassembled, that cost me $200.

I have another company's invoice as a proof.

Business

Response:

Hello [redacted],

Emergency Maintenance technicians installed high efficiency heating and cooling system as well as the air ducts in my new house. The whole job took less then 3 days. Township inspector was truly impressed by their job. My family has been enjoying perfect indoor climate throughout summer and the heating system works just the way we want it. AC bill was surprisingly lower then we expected, while keeping the indoor temperature under 70 all summer long. Thank you very much for all your great work!!! Looking forward to see your service techs for my free tune-ups:-)