Fast Response Heating and Cooling

the Company is not responding truthfully The Company did not replace the condenser motor in January as claimedWhen I spoke to them on January 31, 2017, the Company claimed to still be waiting for a part (stated it took approximately days)No new parts have been installed on the unit since June and July of when the same problem occurredThe unit has not been working properly since the alleged repair in June/July That is evident by high electric bills for the past mos and the repair tech admitting that the unit "was stuck on" when he was at the property on January 20, I spoke to the Home Warranty Company on January 31, February 6, 2017, and February 11, and the warranty company still has not received a diagnostic report from Fast ResponseThe warranty company can not authorize any repairs until they receive the diagnostic reportThe Warranty company spoke to the owner of Fast Response on February 11, and he said that the diagnostic report would be forwarded within the hour and I would receive a call backI did not receive a call yesterday Given this information from the warranty company, there is no way Fast Response was authorized or not authorized to do anything No one is asking Fast Response to lie to the warranty company as implied, I am asking Fast Response to provide the proper paperwork to the warranty company so that we can move forward with a repair or replacement At this time, my unit is still broken and still costing me a lot of money in higher electric billsFast Response needs to complete the work or tell the warranty company that they will not so that the warranty company can send a different company

We have explained to Mrs *** that we made a repair to the condenser last year and that repair did carry a warranty, the failure this year is on the Indoor evap coil and is not related to the repair from last year Bernie also proceeded to do an additional leak check on the remaining portion
of the system and determined that there is an additional failure in her lineset and her lineset is buried and then runs through a concrete wall and is not accessible and is not covered by her warranty company Her warranty company will pay to have her evap coil replaced but will not cover the issue with her lineset. The outdoor condenser is working and operational, the evap coil is leaking and needs to be replaced and is covered under her warranty, however the secondary issue with the lineset is not covered due to an access issue.The attached pictures show the lineset is not visible and there for not covered by the warranty company because it can not be accessed.The repair that was made last year was a good repair and held, her unit is old and due to the age is going to be more likely to have failuresOur warranty on our work exceeds the length of the warranty that her warranty company even offers to her, but we can not apply our warranty to her entire system and be held responsible for any and all leaks that her system could have or develop over the course of a year.I could refund her copay for her service this year but would not be able to give her any further refunds for work that was performed last year, and is not the issue this year

The unit is operational at this time. The noise is not covered by there warranty company, there policy is that they will only replace a part once it has failed. The leak is unrelated to the repair, we documented the job after the repair was made and the the photo shows the drain was hooked
up when we completed the repair. The water that was leaking was due to a preventive maintenance issue at the condensation pump, and when the home owner called to indicate that there was a failure we sent some one out to the home and at that time we cleaned out the drain line and per his policy they do not cover preventive maintenance

We recommend they get a 2nd opinion from there home warranty company. We have made multiple visits to the home and replaced a compressor in march of and then did a warranty swap on the compressor in april we have performed several leak tests on the unit and are unable to find any
leaks or additional failuresHome owner claims the unit blows the breaker x a day we are unable to confirm this, we recommend sending out an electrician.Compressor was originally diagnosed on October and the home owner refused to have the work completed and then requested the work to be completed in march of 2017, they have had other companies working on there equipment prior to our original visit in and at no time have we ever refused service to the home owner and at this point we have referred the information back to there home warranty company to get an electrician out to the home to determine what there electrical issues are and replacing a unit in a home that has possible electrical issues that are causing damage to the compressor in there current unit would only cause damage to a new unit

An air conditioning system can have over 100 points that can be potential leaks and just because a system is not suppose to leak does not mean that it will not develop leaks over time.  Every time the a/c comes on it vibrates and every vibration can cause the connections to loosen and leak....

 The repair that was made in 2015 held for over a year, that would be considered a good repair. This is the reason he purchased a warranty contract for his home because of the age and the high cost to make repairs and we do not write those policies and we are just a 3rd party vendor.  The warranty issue that he is having is directed at the wrong party.There is no refund due because the product that he paid for was used for over a year, and the warranty that he purchased only covers the product for 90 days. We are willing to assist the home owner the best we can with in the guidelines of his policy.

Her warranty company is responsible for ordering and supplying the parts needed to repair this air conditioner, her warranty company has a copay that is due at time of service any time she files a claim, no different than a doctors copay, we do not have control over her copay or the part.Her...

warranty company ordered the part and sent it to a warehouse that is over 3 hours away from her home, we had informed them more than once that they needed to send the order to a warehouse in the city that the homeowner resides in, and we had to wait for the warranty company to make the change.If the homeowner is unhappy with the service that would be between her and her warranty company, and we also informed her due to her verbal abuse of the office staff we would not be able to assist her any longer.We do not supply the parts that where required and had no control over the location they where ordered at or the timely manner in which they where ordered

The part was ordered and was on back order from the manufacture.  When the part arrives we get her scheduled.  We did send a technician to her home to charge her unit to get her cooling while we are waiting on the part to arrive.

We diagnosed the failure on 5/31 and placed an order for the parts that were needed on 6/1, we apologize for the length of time the warehouse took to get us the part, but we do not have control of the availability of the parts, and during the extreme heat that we have experienced there have been a...

overwhelming  number of parts that have been on backorder and have taken longer than normal to be received and this particular part is not a standard stock item and there are many different versions of this part and we have to go with an oem part to ensure a proper fit. We are not responsible for hotel stays and fan purchases, and at anytime they could have called their warranty company and took a cash out and went with an outside vendor or they could have chose to call their home warranty company and requested a different vendor.We did receive their part on 6/20/2017 and offered them service on 6/21/2017 and they refused service. At this time we can offer to replace the part.

I apologize for you experience with the office, but we do not make the decisions on replacing equipment and if a repair falls below the autho limit set by the warranty company then there is no option of replacing equipment when parts are still available for the current equipment in the home.Your...

equipment is roughly 23yrs old and they still manufacture parts for your unit.  There has not been a failure with the unit that has been above the preset autho limit from the warranty company, and they do replace units for age and efficiency.  We also do not write the policy on what is covered and what is not covered and this policy does not cover the full cost of freon and we have only added freon 1 time to the unit in June of 2016 and a capacitor for the unit also in June of 2016 and both items where covered under the same copay. The failure in January of 2017 was the condenser motor and it was replaced and there was only the one copay.  Currently invested into this unit is $75 June 2016 2 trips to home and 2 repairs+$75 January 2017 in copay fees and a $455 if freon charges that where not fully covered by the warranty company.Product Notes From AHS:**HVAC REFRIGERANT $10 PER POUND LIMIT PER OCCURRENCE**The minor repairs that have been done to a unit of this age would not constitute replacing the product and we can not mislead the warranty company and force them into replacing a unit that is still in working order and can still be repaired.

Please see the excel file that I attached with all of my notes since April 15th.  I have been given the run around by this company and it is unacceptable. My home warranty company ordered...

and paid for a new compressor on May 4th and Robert signed for it and picked it up on May 9th.  I was then told on May 27th (suppose to be the date of install) that my unit was missing, they had no idea where it was. I was told multiple times by Jenny, employee of Fast Response that I should go with another contractor.  I honestly don't know how they are still in business and I have no idea why any home warranty companies would contract with them. I am waiting on a call from [redacted] Home Buyers Protection Claim Manager and Contract Relations contact to see what my next steps will be.  I called a reputable company this morning, they had someone out this afternoon and determined the outside coil is bad as well as the compressor.  So, Fast Response didn't even diagnosis all of the issues with our A/C unit.  30 business days is unacceptable to resolve an issue and leave a customer without air on one of the hottest weeks in Ohio. 
Regards,
[redacted]

We attempted to send a tech to her home on 6/2/16 at 6 pm to install the part and she refused. She would have been up and cooling by 7pm on 6/2/16 if she would have accepted the appointment. The only failure to the system is the Compressor and no contractor could completely check a system and determine if there are or are not any other failures with out the system being operational. As far as to say the coils are bad is extremely vague the coils are made of copper and aluminium they do not have a shelf life on them so they do not just go bad and you can not check for leaks in a coil when the unit is not operating.Yes she can have her system replaced at her own expense for reliability and efficiency reasons but, the unit is repairable and would last several more years and we would recommend a repair not a replacement.

I am rejecting this response for the following reasons:
1. Fast Response Heating and Cooling (FRHC) is offering absolutely no compensation for the delay in service or the suffering it caused me and my tenants. FRHC claims, “Between the beginning of our relationship 12/21 - 12/28 (which included 4 days - Christmas eve, Christmas, Saturday, Sunday - where the warehouses were closed) you were taken care of within 3 business days.” This is bad math, even if the work had been done by 12/28, which it had not. The furnace was not fixed until 6PM on 12/29/15. That comes to 9 days from 12/21 to 12/29. Nine minus 4 equals 5, not 3. And in this case the 4 days should not be subtracted since I was promised the work would be done before those 4 days. If I had known my tenants would have to live in a freezing house during the Christmas holiday, I would have hired a different company. In addition, as detailed in my complaint, I was greatly inconvenienced by spending countless frustrating hours and several days during the holidays and since trying to contact FRHC.
2. Fast Response Heating and Cooling (FRHC) admits the parts were not installed with the “proper fitting”, which “was not sent out from the supplier because they have changed their mandates.” FRHC claims they tried to address this with me and my tenant, but this is not true. To this day they have not tried to discuss this with me. They only called the tenant, and the tenant told me. FRHC still has not called me, emailed me or left me a message to explain what the problem is and what needs to be done to correct it. The tenant was not told anything about an improper fitting. She was told, “FRHC needs to remove the parts because they installed the wrong ones and there is a high risk of carbon monoxide poisoning if they do not remove the parts immediately.” If this is true, why didn’t anyone call me to tell me, especially given that the tenant never responded? What “fitting” was used? If the “proper fitting” was not sent out from the supplier, what fitting did FRHC intend to use to replace it? I would like a written explanation of what the safety issue is and what needs to be done to correct it. If any tenants are harmed as a result of FRHC using a wrong fitting, these questions will be asked by more people than just myself.

I am rejecting this response because: I received a voicemail message from Ms. D[redacted] indicating that the company is willing to reimburse me for the repair. She provided her phone number and I have the message saved. In regards to the repair, the contractor remove the line from the pvc pipe and put a pan underneath it. He informed me that a plumber is needed. The warranty company contacted a plumber and the plumber confirmed the Fast response should have repaired the pipe. Additionally, the warranty company also contacted Fast response to come back and repaired and they stated that they eould be never returned. This incident can be confirmed with my warranty.  Meanwhile, my basement rug was damaged. I am very concerned that Tiffani would respond in this way after she contacted me and left a voicemail message indicating that she is willing to provide me with a refund and with some extra perks.  I saved the voice mail message. I have left a message and she has yet to return my message. Since, Fast Response refused to follow up with the warrnty claim, [redacted] will not use this company anymorr. Additionally, after each visit for the warranty company, you must sign and pay the trade fee of 75.00. My unit was just service about three week ago by [redacted] and there was no problems.
Regards,
[redacted]

The parts where ordered and we also had to wait for the parts to arrive and we did receive the parts on 9/20 and scheduled the repairs for 9/21 we anticipate the repairs to be completed on 9/21

I want to understand where my compressor was between the time [redacted], my home warranty company ordered the part and Robert from Fast Response picked the part up on May 9th.  Why was I lied to from May 9th until May 27th?  I was trusting the girls at Fast Response where telling me the truth every time I called to check on the status of my compressor.  I finally found out that they didn't know where my part was on May 27th, 14 business days after the unit was picked up from the supplier.  I don't trust this company, nor should anyone else.  I am waiting to speak with someone from [redacted]'s Contractor relations area to figure out what my next steps need to be in resolving this with them.As for more things being wrong with my unit, I was actually home the day the Puron sprayed out of my unit and you could see the leak from the copper piping.  The company I had out last week diagnosed the problem on Thursday and I was up and running with AC on Friday.  They went over and above to provide great customer service, unlike Fast Response.
Regards,
[redacted]

We did replace the part on Jan. 30th 2017 we have attached the photo and again this repair was under our autho limit with her warranty company.  At this point in time her unit is still repairable and they still manufacture parts for this unit and until this unit is in a state of such dis-repair that the cost to repair exceeds the cost of replacing the warranty company will not replace the equipment due to age or efficiency.The information was reported to the warranty company, and she can request a 2nd opinion. The unit was not stuck on and operating as a air conditioner since June of 2016, because if the unit had been running as an air conditioner since then they unit would have froze when the weather was extremely cold or during the fall she would have had a very cold home.  At some point the condenser fan motor shorted and was stuck running at half speed, and that is the item that was replaced. She can request a buy out of her contract through her warranty company and replace her air conditioner at her own cost, but we can not report to the warranty company that her unit can no longer be repaired and needs to be replaced because that would be false.

We have sent there information to there warranty company to get a second opinion, if they are not happy with our diagnoses. We are not there warranty company, we did not sell them the policy, we did not wright the policy and we can not give them a new unit and upsize the unit to be more efficient with there home.

We are a sub contractor for her warranty company and we are not the ones that determine whether something is covered or not. This 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...

plumber. If 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 policy. We did contact the warranty company immediately after leaving the job to inform them to send to a plumber. We 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 line. If you have any questions please call me. Thank youTiffany D[redacted]

Mrs. [redacted]I apologize for any inconvenience, and would like to recitify this issue. Rest assured that your frustrations have been heard. We would like return your $89.00 because the records do not indicate that we were able to complete the job. We would also like to place you on our Platinum true...

Tune Service lists for no additional charges what so ever. This entitles you to priority 24 hour service, and 4 full in-depth cleanings of both your indoor and outdoor units over the span of 2 years. This will help to reduce your utility bills, extend the life of your units, and improve the over all efficiency of the units. Again there is no charge for this service.I hope this will bring us to some sort of resolution.Regards,Fast Response Heating & Cooling

Fast Response went out to service this customer, the air conditioner  had the wrong size motor in the unit.  We had to order the right  condenser motor, it took a  little longer getting shipped to us. The motor has been installed and unit is working good....

There will be no refund, she has a contract with [redacted]   that state she has a 75.00 service fee due at the time of service.