Frank's Fenders and Fantastics

Customer has represented the circumstances accurately although we disagree with his assessment that we are "scam artists" Customer was experiencing a condensate leak through the ceiling Customer turned the a/c unit off and requested service from Business Business sent a technician who diagnosed a clogged primary drain line as being the cause of the leak The technician cleared the leak Customer paid for the services rendered Customer is now reporting a new problem (air conditioning equipment is not cooling and/or is freezing up) and expects business to fix the new problem for free for the simple reason that business had previously worked on the clogged drain line It is like taking your car in for an oil change and then trying to hold the business accountable because the transmission is not shifting It makes no sense Business would be glad to look at customer's new problem but customer needs to agree to pay any new charges associated with repairing a new problem

Complaint: [redacted] I am rejecting this response because:A majority of what this business representative stated was untrueWe were never told that if a tech came out, and the problem was determined to be the company's fault it would be fixed free of chargeIn contrary, we were told that regardless we would be charged a labor fee for coming to our homeFurthermore, pictures were sent to the after hours representative who stated she forwarded the pictures to the manager to determine if they would come without the labor chargeThe text replies from the after hours representative stated that the manager did state they the company would charge even when given the photographic evidenceThese texts are available upon request.The company did come out today to repair their errorHowever, the fitting was repaired but the tech replaced the pump crookedWhen the tech was questioned he said, "That's how I install it"The job is substandard at bestI also have photos of the crooked pumpTo state that I should have waited to speak with the management while they were in office is unsatisfactoryThe after hours emergency line should be fully aware of their company polices and follow through within their guidelinesMy water water went out on a Friday, and this company was at fault and would not agree to fix a faulty installation as a result of their workMy family of five was not able to flush toilets, drink water, wash dishes, or take showers in the comfort of our own home at no fault of our own.The complaint that I have made is valid and the company was fully aware of the condition of my water heater to include managementI am still unsatified with the job they have done and request to substain my complaint through the Revdex.com Regards, [redacted]

I believe this complaint was a result of a misunderstanding between the business' customer service representative and the customer The CSR was simply informing the customer that if the tech determined that customer's problem was not a problem covered by the business' warranty, the customer
would have to pay for the repair I think this statement upset the customer and she filed the complaint rather than let us come out and make a diagnosis None-the-less, the business did contact the customer after finding the picture the customer stated in this complaint that she texted to us Unfortunately, she texted it to our after-hours service phone (the CSR did not know what the picture was or who it came from) so it took us a while to find it The business determined that the failed fitting should not have leaked and subsequently sent a technician to the customer's home and the repair was performed by the business free of charge just as the customer requested Next time I would recommend the customer please simply call the business and speak with a manager and let us know that a problem exists and give us an opportunity to address it before resorting to filing a needless complaint with the Revdex.com Our after-hours CSR's have limited access to information or manager's discretion

Customer has represented the circumstances accurately although we disagree with his assessment that we are "scam artists" Customer was experiencing a condensate leak through the ceiling Customer turned the a/c unit off and requested service from Business Business sent a
technician who diagnosed a clogged primary drain line as being the cause of the leak The technician cleared the leak Customer paid for the services rendered Customer is now reporting a new problem (air conditioning equipment is not cooling and/or is freezing up) and expects business to fix the new problem for free for the simple reason that business had previously worked on the clogged drain line It is like taking your car in for an oil change and then trying to hold the business accountable because the transmission is not shifting It makes no sense Business would be glad to look at customer's new problem but customer needs to agree to pay any new charges associated with repairing a new problem

Complaint: ***
I am rejecting this response because:A majority of what this business representative stated was untrueWe were never told that if a tech came out, and the problem was determined to be the company's fault it would be fixed free of chargeIn contrary, we were told that regardless we would be charged a labor fee for coming to our homeFurthermore, pictures were sent to the after hours representative who stated she forwarded the pictures to the manager to determine if they would come without the labor chargeThe text replies from the after hours representative stated that the manager did state they the company would charge even when given the photographic evidenceThese texts are available upon request.The company did come out today to repair their errorHowever, the fitting was repaired but the tech replaced the pump crookedWhen the tech was questioned he said, "That's how I install it"The job is substandard at bestI also have photos of the crooked pump. To state that I should have waited to speak with the management while they were in office is unsatisfactoryThe after hours emergency line should be fully aware of their company polices and follow through within their guidelinesMy water water went out on a Friday, and this company was at fault and would not agree to fix a faulty installation as a result of their workMy family of five was not able to flush toilets, drink water, wash dishes, or take showers in the comfort of our own home at no fault of our own.The complaint that I have made is valid and the company was fully aware of the condition of my water heater to include managementI am still unsatified with the job they have done and request to substain my complaint through the Revdex.com
Regards,
*** ***

I believe this customer is confused about the source of an alleged mold growth problem found by a duct cleaning service company hired by the customer Customer alleges that the mold growth in a bedroom duct boot was the result of a leak search conducted by this company This company
found a leak in a condenser coil on the outdoor equipment and replaced the coil under the manufacturer's warranty policy This company was not the original installer of the a/c duct system or the a/c equipment The customer hired this company to perform a cheon the a/c equipment and in the process of performing that service discovered that one of the customer's units had a refrigerant leak Although it took us several attempts to actually find the source of the refrigerant leak, ultimately the refrigerant leak was discovered and repaired Obviously because this customer filed this complaint (despite our previous attempt to educate him), this customer does not understand that the refrigerant leak (which was not caused by this company) and the subsequent repair of that refrigerant leak, would not cause mold to grow on the bedroom duct outlet The customer did send pictures of something that I believed we could have done a better job of In the course of performing the refrigerant leak testing, our service technician cut an opening in the supply plenum attached to the evaporator coil This is a procedure when searching for a refrigerant leak Our service technician closed that opening and sealed it back in place with a piece of foil tape In the picture sent by the customer, the foil tape appears to be separating away from the outside of the plenum After seeing the picture I believe our technician could have done a better job of securing that piece back in the opening with additional tape and we would gladly return to the customer's house to do so But again, the seal starting to separate would in no way be a source of the alleged mold growth in the bedroom duct outlet