Fast Response Heating and Cooling

I am sorry for any delays in service we will refund your copay

We are a sub contractor for her warranty company and we are not the ones that determine whether something is covered or notThis was an improperly installed drain line and it was not covered through her warranty company we informed her that her warranty company would have to send to a plumberIf her drain would have been properly installed and would have been pvc to pvc we could have taken care of it and it would have been covered under her policyWe did contact the warranty company immediately after leaving the job to inform them to send to a plumberWe also informed the homeowner to not run the unit until it was repaired to prevent the unit from leaking.As the picture shows she had a piece of pvc pipe tapped to a copper line and that is not the correct way to install a drain line and if the home owner would of had done any maintenance to the system the clog in the drain line would have been prevented.Any and all damage could have been prevented by the homeowner maintaining the unit properly and turning the unit off immediately when the water was discovered Also attached is the invoice that was signed by the owner that shows she was informed about the broken drain lineIf you have any questions please call meThank youTiffany D [redacted]

T working in unit this person is placing this claim on pretense to get free service and it is not our policy that charges for freon but her warranty company and if she does not want to pay for the freon she needs to take that up with her warranty companywe do not write the policy or determine the coverage.And the complaint should be placed on her warranty company because we are not her warranty companyand this complaint should be removed for what ever reason deception, or just a flat out liefound leak at shradder and replaced a capacitor unit needs lbs for 65x= last year we went to unit by mistake because it was not marked properly and we did not put freon in that unit we replaced a cfm (we did put the freon in at no charge to unit because we replaced the compressor and that warranty on that freon is up after days per there warranty company and the only reason she got that for free is because we wanted the complaint removed and now she is trying to do that again to get it for free)

The unit was not operational at the time of the first service call and there for any further diagnoses to find failures could not be done until the unit was up and running mechanically Once we had the unit operational we further tested the unit and found it had a secondary failure caused by the original failure, when the motor seized and broke the bracket it cause the unit to shake and at that time the extreme vibration from the failed motor caused the freon line to leak out and we had to repair the leak in the line and recharge the system she was informed prior to the repair and had the option to refuseAt this time we are willing to refund her copay of $

ms [redacted] unit has been repaired thank you ***

I am rejecting this response because: the unit sat for days while I called your company every day to check on the partI was told multiple times it would be in and it wasn'tHad the unit not sat for days not working the freon should have not leaked "completely" dryThere are many complaints that your company takes a long time to "fix" problems and then ends up charging to refill empty freonHad the issue been fixed in an acceptable amount of time the freon should not have run dryI requested to speak to a supervisor on multiple occasions and was told by the tech that someone would call my number to discuss the freon and problemNo one ever called to discuss this Regards, [redacted] ***

The part was replaced and we charged only what her insurance company required that we charge her based on her policy if she has a problem with her coverage then she should take that up with her warranty company.The parts that we disposed of, weighs over 80lbs and can not be disposed of in a
residential trash can to be collected on trash day The item has oils and contaminants in them that require proper disposal and her policy did not cover that We can not issue her a refund for something that was not covered on her policy.Her policy covered the replacement of the compressor but they did not cover a portion of the work on her policy and the items that where not covered where reclaim of the unit $nor did they cover disposal of the unit an additional $fee.Again if she has an issue she needs to address that with the company that she purchased the policy from and that is not us

I am rejecting this response because:
The reason I did not cancel the order is because FRHC had my parts in their possession, and I was unable to reach them via phone or email from 12/until 12/(days)I needed the parts in order to get the warrantyThey lost no time on 12/pulling those parts, which gave them control of the situationWhen I finally was able to reach them on 12/28, days after the date they had promised to complete the work, a woman assured me the technician had the new parts and was just minutes away from the house, which proved to be another falsehoodPerhaps they lied so I wouldn’t cancel the orderI was unable to get through to anyone at FRHC the rest of the day on 12/or on 12/Why did they think the tech was minutes away from the house? Why didn’t he show up that day with no call from FRHC? This has never been answeredIt was a tenant who informed me on 12/that a technician was at the house installing the partsI couldn’t very well cancel the order then
I would like clarification on their statement, “As far as the call to the tenant about the recall on the heat exchanger, it was later determined to NOT include the heat exchanger that was installed at the property on 4th.” When was that determined? And does that mean that the furnace is safe? Did the heat exchangers not need to be recalled? What about the “fitting”? Is there a difference between the exchanger and the fitting? In their first response, FRHC seem to distinguish between the parts and the fitting when they say, “As far as your statement ‘because they installed the wrong one’ is also an incorrectWe wanted to make you aware that the manufacturer stated that the proper fitting was not sent out from the supplier as they have changed their mandatesThis being a matter of safety, we tried to address this.”
I will send a check to FRHC for $once I receive a new invoice indicating the adjusted amount as well as a statement explaining either the nature of the safety issue or the lack of a safety issueThis is $more than I had previously offered
Regards,
*** ***

Revdex.com Fast Response Heating and Cooling Fast Response Heating & Cooling didn't fix my air conditioner as they claim On August 5, (three service visits, twice waiting for the part, refusal to expedite the part during 90+ degrees temperatures, being hung up on by the company's representative and one month later) the replacement part was installedMy air conditioner was still not fixed to working conditionThe inept installation/repair to the unit resulted in unit to quit working two hours after the repairman left my homeI called AHS Home Warranty to report the problemBecause of Fast Response Heating & Cooling incompetent service AHS finally sent out another repairman from a different company - *** *** Heating & CoolingThe "wrong size motor" and "unit is working good", as stated by Fast Response H & C are misleadingMy air conditioner was not fixed by Fast Response H & C*** *** Heating & Cooling fixed the unit in it's entiretyFast Response took my $service fee and did not provide the service of fixing my air conditioner completelyI'm entitled to a refund because Fast Response Heating & Cooling's service include incompetence, unnecessary delays, inconsiderate and rude customer service

We have not changed our position, we do not control what is covered and what is not covered under a warranty policy We would refund her copay.There are over points on an hvac system that can leak, and the possibility of leaks are greater as equipment ages

I send out a invoice to Mr *** with a break down of his charges to his credit card he is satisfied with that Have a good day

We where not the original contractor to her *** and the original contractor also sent in information that was consistent with our diagnoses. She has a *** warranty company and we do not determine what is covered or not covered by there *** warranty company We would recommend that she
reach out to her *** warranty company and request a 2nd opinion on our diagnoses. We would be more than happy to send out a technician to confirm the diagnose and send in a revised report to the warranty company if need be

This complaint should be sent to the Revdex.com in KY not OHReceived her work order Sat 7/23, 11:AM, we sent a Tech to her property the same day and diagnosed a compressor as the failure. Parts can take upwards of 5-business days it is printed on our invoice Her part was ordered
and installed with in our allotted time frame again that is printed and just above the signature line on our invoice During the time frame in which her complaint took place was during one of the hottest times during the summer and we do have several temps in the office during the day to try to accommodate the large increase in call volume The lack of communication I am sorry that she feels that she was not communicated with enough but when time frames are printed on an invoice, we do not feel it necessary to call a homeowner every day to update them on the status of there part unless the part was on back order or was going to take longer than our standard allotted time.Based on this complaint we did not cause her any harm the information was on the invoice she signed, we stayed with in the time frame printed on the invoice she signed and we do not feel that a full refund is necessary We can offer her a free time cleaning on her air conditioner next spring.Received her work order 7/(sat.)Part was ordered on 7/(Monday)7/= day ( Tuesday)7/= day (Wednesday)7/= day (Thursday)7/= (Friday)8/= (Monday)8/= (Tuesday)8/= Day part was installed(Wednesday)

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me
Regards,
*** ***

We will agree to have another technician visit to make another assessment under the following conditions The Technician provides us with a detailed invoice describing the issue with our unit at the time of the visitThe Technician takes photographs of the damage and provides us with a copy of said photosWe will not accept any charges related to this second visitWe also request a copy of the written report sent to *** *** *** that must also match the invoice provided to us at the time of visit
Regards,
*** ***

Mr***,Please get a second opinion on the installation of the primary and secondary heat exchanger, with one of our technicians present during the inspection and if your second opinion contractor determines that we did not install both the primary and secondary heat exchanger we will pay them for their service charge and gladly reduce the price for you.As far as the call to the tenant about the recall on the heat exchanger, it was later determined to NOT include the heat exchanger that was installed at the property on 4th, it was clear when the tenant nor yourself called back to schedule an appointment that she nor you were concerned with the message that we had left.We deeply regret this situation has come to this point, but we feel based on the conversation between our staff and you that you were aware of the price prior to , during and on the day of the inspection and at any point could have stopped the installation or at the least questioned the price or asked for a discount at that time.For you to wait until after the completion of the parts and and the unit was back up and running to then several days later refuse to pay, is simply avoiding a verbal agreement/CONTRACT that you had entered into with our company. Timeline:12/received the call pulled parts for warranty12/turned in warranty parts for manufacture to warranty out ORDERED12/waiting on parts DAY 112/holiday closed12/holiday closed12/weekend closed12/weekend closed12/waiting on parts DAY 212/parts arrived/installed parts DAY 3Thank you

We received your information from your warranty company and scheduled an appointment on 7/15/and you had no air conditioning at the time when we arrived. The technician went over the failures with you, and you did not have the funds at that time to pay for the repairs so the tech
agreed to hold you check for you until you where able to cover the cost of the repair. You received service and a repair on 7/15/and did not pay for the repairs until Sep. You where aware of the charges, signed the invoice and paid for the service and we agreed to hold you payment until you had the funds available.At this time you have received the service the product and are not eligible for a refund

Nothing was ever replaced on my unit and no repair was made to the condenser pump as statedAn air conditioner pump does not consume FreonIt is a sealed system and the AC does not burn or use up Freon to cool a home therefore it should NEVER have to be filled up unless there is a leak somewhere in the systemThere were multiple leaks in the system at this time (9/12/16) and ROB never repaired or replaced anythingHe just dumped R-Freon in the unit TWICE on two different occasionsAt that point I told him I needed a guarantee since it was the end of the season that this Freon would not leak out since no repairs were madeHe wrote on my receipt and signed it that he would guarantee the Freon for a year(expires 9/12/17)Of course the Freon leaked out again since none of the leaks were repairedIn May 2017, you send someone out again to look at the system and I never heard back from youAfter multiple calls to my warranty company about the no call and no show, on June 20th, you send Bernie out with an evaporator coil claiming that was the issue (which was the issue on 9/12/also)At this point you now want another $BEFORE any work is done for more R-FreonI explained to Bernie that this unit has more than the evaporator coil leaking, we have seen it leaking it multiple places inside and outside the unit and that Trish and Jodi keep sending technicians out to just collect money for Freon and not fix ALL the leaksBernie said on June 20th that he refused to put the coil on because he is not losing his license to keep dumping R-Freon in a unit that your company is well aware of that has multiple leaksYou then report to my warranty company that I refused to allow Bernie to fix my unit which was not trueThe following week you schedule an appointment to again put the evaporator coil on and remind me you want $BEFORE any repairs are made for Freon (even though I have a written guarantee for Freon for a year)No one shows upAfter multiple calls to your company and the warranty company, Trish calls me to tell me that you have to order the evaporator coil from out of state and it would be scheduled to be put on the next dayWhen I questioned Tish how is it that Bernie showed up last week wanting Freon money and was allegedly going to put on an evaporator coil and why she reported to my warranty company a lie that I refused to allow him to put it on, now you are telling me you never had the evaporator coil that it was never ordered? Tish told me she would email Jodi because Bernie showed up on June 20th to dump R-Freon in my unit (and wanted the money up front) yet he never had that evaporator coil, it was never ordered till the following week, out of state, according to Tish and JodiI have that entire conversation recordedI ended up having to record this company because of the deceitfulness practicesWhen Bernie showed up June 27th again wanting $for Freon PRIOR to any work being done, I asked him why he told Tish and Jodi I refused to allow him to work on my unit, he said he never done that and showed me his text message to them that only I refused to pay for Freon and I even gave him a copy of the written warranty to give to the ownerMy warranty company spoke to Bernie at this point because Tish and Jodi tell them a different scenario then what he reports backBernie agreed to look at the condensation coil as they requested to see if it was leaking, it was accessible, and yes it was leaking as I had stated since last SeptemberBernie was very apologetic that his company kept sending him out to illegally dump r-in my unit without checking where any leaks wereHe was going by what Tish and Jodi were telling him to do and I do have a recording of the conversationThis company keeps stating that they repaired, not even replaced, a condensation pump that has NOTHING to do with Freon leaking out, last September they kept dumping R-in my unit with no repairs to where there were leaksTish and Jodi AGAIN this year tried to get $for R-Freon BEFORE any work was completed and AGAIN without checking the unit to see where all the leaks were occurringThe condensation coil was accessible because Bernie hooked up a machine to test the line and it registered a major leakIf the line has to be replaced, it can be, however I have already had other companies come out when all this was going on and I have written proof (6/19/2017)what was all wrong with this AC unit the whole time Jodi and Tish were doing this illegal Freon scamI already knew every time they sent Bernie out to do the Freon scam that the evap coil and condenser coil had MULTIPLE leaks in them and had been leaking since last AugustSo for this company to say they "patched" the condenser pump, has nothing to do with the Freon leakingEvery company that I have called out has said you cannot get a condenser coil for my unit, they do not make them any longer, so instead of this company reporting that fact to my warranty company, they instead tell them its encased in concrete, which means nothing if the part cant be ordered anyhowIt was accessible to tell if it was leakingNot to mention a coil can always be re-routedThis company does or says whatever it has to in order to run this Freon scamThey could make a whole lot more money to keep charging an year old woman for FREON several times rather than admit to the warranty company that the unit needs replacedThey are not making any money if the warranty company cashes out on a new unitAs you can see from the pictures I attached, back on September 12th, no work was done on my unit to stop the leaks, the only thing that was done is R-Freon was dumped in a leaking unit with no repairs and a guarantee for the Freon for one yearI was a refund for all service calls and the Freon

I reviewed the response made by the business in reference to complaint ID ***, and find the resolution is satisfactory to me

I am rejecting this response because:I paid $to receive a service that was extremely delayed due to office staff negligenceOffice staff told me that if I keep calling they will schedule me out even further, proving my point that they schedule based on feelings towards customersI received no communication about their delays, and my warranty company was able to locate the part in the correct warehouse within minutes of Fast Response claiming it could not be foundI was told by Tish on more than three occasions that I was scheduled for repair and took off work those days to be availableNo call from Fast Response to tell me why I was removed from the schedule, only office staff claiming there is no record of me ever being scheduledLying to customersand dragging out their service for almost two months is completely unacceptable, not to mention the extremely unprofessional staff yelling and threatening to make me wait even longerFast response should not have ever scheduled me if they weren't sure they could perform the workI took off work because I was scheduled, losing money and also losing the $I paid them to do no work at all