Fitch Services, Inc.

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have not yet heard from...

Fitch that the entire bill is being voided, but if that is the case, it is exactly the action that I believe is the right one to resolve this issue. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com spoke with [redacted] from the business this morning. This customer's bill was credited in full.

On 12/28/2015, I spoke to Fitch Services about having someone come to my home and check a leak under our kitchen sink. An appointment was made for 12/30/2015 and was told that someone would arrive between the hours of 2 p.m. and 4 p.m. to take a look and give us an estimate on getting the leak repaired. My husband took half a day off from his job so he could be here when they arrived. At 1:45 p.m., the technician was in my driveway. I quickly placed our cat in our bedroom to keep her from being spooked which took about 30 seconds. When I went to the front door to greet them, the van was GONE! I spotted the van backing out of our driveway. I was a bit confused but then I noticed the time. They were early after all. I thought to my self, " They must have came by just to get an idea as to where they need to be. Maybe they went to grab lunch and then head back here to give the estimate." It was around lunch time, after all. My husband arrived home right before 2 p.m. and I told him what had just happened. After waiting for over an hour and a half, my husband called Fitch Services to get an answer as to when the technicians would be back to our home. That is when we were told, "Oh! They were at your home at 2:00 p.m. and knocked but no one came to the door. They have now left the area." That is where the problem begins!!!!
The lady who answered the phone at Fitch advised us that she was going to get in touch with the technicians to find out what was going on and someone will call us back. We waited for an hour for the call that NEVER came. So, we called Fitch again.... The lady who answered the phone told us that she has tried to reach the technicians that supposedly knocked on our door by calling and leaving messages but they were not calling her back. To be honest, I was not surprised. While waiting on the promised phone calls, my husband and I came to the conclusion that these techs are not honest. If they lied about knocking on our front door then what else will they lie about? We decided that we were not comfortable having someone of that caliber in our home. We were calling another business that does this type of home repair. That is when our home phone rang and guess who it was. It was the honest folks at Fitch. This time we were told that," When the technicians arrived at your home, they saw that you live in a mobile home and well, we don't work on mobile homes so they just left." He did acknowledge the fact that the technicians should have made contact with us to explain company policy about the types of homes they will and will not work on. They should not have just left without letting you know. Now we have TWO stories. One, they did knock on the door but no one answered and TWO, they just left without even making contact with us because we did not live in the right kind of home.
Why this company policy did not come up during the initial phone call when we made the appointment is beyond me. It seems like a pretty important question considering how many people live in mobile and modular homes.
I do not recommend Fitch Services AT ALL. Honesty in their employees and respect for other peoples time is obviously not important to them. .

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have not yet heard...

from Fitch that the entire bill is being voided, but if that is the case, it is exactly the action that I believe is the right one to resolve this issue. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Revdex.com spoke with [redacted] from the company and he stated that the consumer was charged the $97 invoice because the technician went out to the home and diagnosed the problem was with the compressor. [redacted] stated that he has charged off the $97 charge for the consumer.

On 12/28/2015, I spoke to Fitch Services about having someone come to my home and check a leak under our kitchen sink. An appointment was made for 12/30/2015 and was told that someone would arrive between the hours of 2 p.m. and 4 p.m. to take a look and give us an estimate on getting the leak repaired. My husband took half a day off from his job so he could be here when they arrived. At 1:45 p.m., the technician was in my driveway. I quickly placed our cat in our bedroom to keep her from being spooked which took about 30 seconds. When I went to the front door to greet them, the van was GONE! I spotted the van backing out of our driveway. I was a bit confused but then I noticed the time. They were early after all. I thought to my self, " They must have came by just to get an idea as to where they need to be. Maybe they went to grab lunch and then head back here to give the estimate." It was around lunch time, after all. My husband arrived home right before 2 p.m. and I told him what had just happened. After waiting for over an hour and a half, my husband called Fitch Services to get an answer as to when the technicians would be back to our home. That is when we were told, "Oh! They were at your home at 2:00 p.m. and knocked but no one came to the door. They have now left the area." That is where the problem begins!!!!
The lady who answered the phone at Fitch advised us that she was going to get in touch with the technicians to find out what was going on and someone will call us back. We waited for an hour for the call that NEVER came. So, we called Fitch again.... The lady who answered the phone told us that she has tried to reach the technicians that supposedly knocked on our door by calling and leaving messages but they were not calling her back. To be honest, I was not surprised. While waiting on the promised phone calls, my husband and I came to the conclusion that these techs are not honest. If they lied about knocking on our front door then what else will they lie about? We decided that we were not comfortable having someone of that caliber in our home. We were calling another business that does this type of home repair. That is when our home phone rang and guess who it was. It was the honest folks at Fitch. This time we were told that," When the technicians arrived at your home, they saw that you live in a mobile home and well, we don't work on mobile homes so they just left." He did acknowledge the fact that the technicians should have made contact with us to explain company policy about the types of homes they will and will not work on. They should not have just left without letting you know. Now we have TWO stories. One, they did knock on the door but no one answered and TWO, they just left without even making contact with us because we did not live in the right kind of home.
Why this company policy did not come up during the initial phone call when we made the appointment is beyond me. It seems like a pretty important question considering how many people live in mobile and modular homes.
I do not recommend Fitch Services AT ALL. Honesty in their employees and respect for other peoples time is obviously not important to them. .

Review: I asked Fitch services to do air conditioning tune-up on June 23, 2014. They came and said that the compressor was stuck and the tune-up could not be done and that I needed to replace the Air conditioning unit. Fitch services is located one mile from my house. They failed to provide an estimate, to determine that the unit needs to be placed. A weeks later they sent a bill from the office stating "Wok done: Service A/C 3/23/14 could not service A/C due to bad compressor. Given age of unit and cost of repair, recommend replacing the system"

They did not do any tune-up, but still charged me the full amount of the tune-up of $97 (Invoice #: [redacted]) and the billing states that the work was done. There was no work done and they spent 5 minutes and said that the system needs to be replaced. Therefore I am not responsible for the payment, since no work was done.Desired Settlement: There was no work done. I am not responsible for the payment.

Business

Response:

Revdex.com spoke with [redacted] from the company and he stated that the consumer was charged the $97 invoice because the technician went out to the home and diagnosed the problem was with the compressor. [redacted] stated that he has charged off the $97 charge for the consumer.

Review: Fitch installed an [redacted] heat pump by [redacted] 3 years ago. This fall, when the backup electric heat came on for the first time, a smell emanated from the heating vents suggestive of mold. When I called Fitch, I was strongly encouraged to get a "precision tune-up" which did absolutely nothing to address the problem--as Fitch would know because this problem is so well known in the industry that it even has a name: Dirty Sock Syndrome.Dirty Sock Syndrome results from coils staying wet which allows mold to grow which then allows bacteria to grow--hence the odor of dirty socks. The problem is that the air handler blower shuts right down when the outdoor unit shuts off and thus does not dry the coils. In older heat pump systems, the air handler blower continued to run for a bit after the outdoor unit shut off. This extra amount of air movement undoubtedly dried the coils--hence no Dirty Sock Syndrome. I was taken advantage of when I called about this problem because Fitch undoubtedly recognized via my description what I was dealing with. Fitch took advantage of my ignorance at the time I called to get $210.00 out of me for a service I didn't need because it would not fix the problem.I would like a refund of my $210.00 because Fitch could--and should--have told me what the problem was over the phone instead of talking me into a service I did not need nor recognize was going to be a waste of my money and time.Thank you very much for your time and assistance.Desired Settlement: I would simply like to get the $210.00 back that I paid for an unnecessary service which Fitch knew full well was unnecessary for the problem I was experiencing.I would like the money refunded to me by check or back to my credit card.Thank you.

Business

Response:

There are two issues in the [redacted] complaint:

1. Fitch took advantage of her by suggesting that we service her two heat pumps. She considers these services to be unnecessary and worthless.

Review: In October, I spoke with Fitch Services about evaluating my heat pump, which was not working properly. As I am a school teacher, I had to arrange for services to be completed while I was at school. This made communication from FS important. Unfortunately, it didn't happen.

FS told me they were ordering a reversing valve for the heat pump. After that, it was difficult to reach someone who could tell me more. When I was able, after several attempts, to reach a technician, he indicated that he believed I had been at home during a visit and approved a different part--a new compressor--which he said was already being ordered. Since I hadn't been home or approved this, I was concerned that someone may have gone to the wrong residence, or had me confused with another customer. I let him know, and asked if he could verify (1) what work had definitely been done on my house, and (2) what still needed to be done. He said he could not, but that someone would call back. No one did.

I called back, explained, and asked again for confirmation of (1) what had been done and (2) what needed to be done. I was told that Mr. [redacted] would call me back. He did not. I called again, several days later. A promise to check records. No reply, from calls made at home and from work. I never did hear back, after multiple calls, and eventually had to conclude that perhaps the work had not been done. I knew (as the weather was getting colder and my heat still didn't work) that I needed to have the heat pump serviced.

At this point, in December, I hired someone else to evaluate the heat pump, and to replace both parts they diagnosed as needing replacement: the reversing valve and the compressor. Only in January did a bill from FS come, my first hint that they were alleging they'd actually done work. I called on 1/4, was told to expect a call back, and again didn't get one. I found an email address and wrote Mr. [redacted] on 1/12.Desired Settlement: Fitch Services is charging me for work--evaluating my heat pump and replacing parts--that (entirely because of their non-responsiveness) I had to hire someone else to do.

To make things right, the clear and correct action is for FS to void their bill.

To this day, no one at FS has EVER called me back to confirm that any work was done. The question arose after an employee recounted a conversation that was clearly in error. It was never resolved, after two months of sincere attempts on my part to learn what work had been completed and what still needed to be done. It is too late at this point, as (in increasing need of a working heat pump) I hired someone else to do the job.

After I wrote Mr. [redacted], he responded pleasantly and promptly, asking for more information and offering a partial discount. When I wrote back, thanking him for his prompt reply and providing more information, I got no response. 11 more days passed. No response but another, identical bill in the mail.

Business

Response:

Revdex.com spoke with [redacted] from the business this morning. This customer's bill was credited in full.

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I have not yet heard from Fitch that the entire bill is being voided, but if that is the case, it is exactly the action that I believe is the right one to resolve this issue. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,