Goat Dairy Drake Family Farms

We would like to start off by saying we are sorry you are having issues with your acOur company has been in business for over years and our goal is to keep people comfortable in and around the Houston areaWe also work with [redacted] , which is how we received your work orderWhen our technicians come out to the home for [redacted] we inspect whatever the invoice tells us to (ie; duct work, furnace and so on) in your case it was your ACWhen the technician inspected the unit and saw the compressor was not working we called the [redacted] as our contract states we have to doWhen the technician called [redacted] and told them his diagnosis with the unit [redacted] denied the repairsThe contract you have is what states what will and won't be covered and why, we have no pull over thatWhen asked how long we assume it has been an issue all we can do is give our opinionWhen we diagnosed the problem, your [redacted] denied the replacement because the policy had only been in effect for days and based on the condition of the unit we did state that it could have been prior to that day periodAt that point there is nothing ACS can do about itThe guidelines of your policy are something you must take up with the [redacted] we are just the contractors who diagnose the problemsAlso to re iterate, you may ask [redacted] to send a second opinion because as stated the diagnosis is an opinion of the technician who was outTo address your comment about "customers always being upset" that is taken out of context completelyYou were being told that based on your policy with [redacted] we cannot change what they do and do not cover to which you told us is the technicians fault they will not cover and that you would report to multiple [redacted] how upset you areTo which you were told you had that right and we understand your frustrations because you're not the first customer to be upset about coverage problems and we will be more than happy to explain that when the time comes, just like we are doing nowWe do still understand the frustration of the situation and since we all live in the Houston area also understand how important AC is but all we do is tell [redacted] what we seeWe're sorry you feel we are the cause of the problem but the $payment that was made will not be reimbursedWe received a work order based on the contract you have with [redacted] stating your service fee is $100, and came out and diagnosed the unitIt is the [redacted] who told us the issue is something the policy you have with them will not coverIf you feel you did not owe for service you have to speak to your [redacted] directly since we did come out and do what we were told to do and received the same denial

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,

Hello [redacted] ,Unfortunately, we cannot take action or compensate you any money based on your testimony alone The reason for this is because we've spoke to our senior technician, and he stated that the accusations are false.If you would like us to consider action, we need hard evidence Word of mouth is not sufficient for us to take action on this matter.If you have any dated invoices from any Licensed A/C company stating that we intentionally removed freon, please fax or mail them to our office.At this time, with the evidence that has been provided to use, we cannot help.Regards,ACS

[redacted] ***,That is because their standard of replacement is not the same as oursWe feel those parts are necessary but not all companies have the same standards as we do and will replace without them, again that is why the cash-out option is always thereI apologize we weren't able to help you understand this issue but are glad you found someone to do the workIf you have future questions or concerns please feel free to contact the office, we are always here to helpThank You,

Hello [redacted] ,We are very sorry about what happened.When we read your letter, we did not recall or recognize your name or address, so we immediately searched for your name and address in our databaseWe discovered that your name and address does not appear in our system, meaning we have never serviced your home and you may have mistaken our company with another company.We believe you are trying to contact Absolute Comfort Heating & Cooling on Clay Street We are ACS Absolute Comfort Heating/Cooling very similar names, but very different companies(we have "ACS" in our name).Revdex.com, once this is confirmed, please delete this case rather than showing as closed/resolved)Regards,ACS Absolute Comfort

Revdex.com: I had another air condition company to come out and they didn't mention any these items y'all had on the list that I needed to have done before they replaced my evaporated coilLike stated out there on your [redacted] y'all are a big rip off to customers that goes thru [redacted] to get things doneThanks I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint [Provide details of why you are not satisfied with this resolution.] Regards,

Good morning [redacted] ,We are sorry to hear about what happened to your system during your service call Hopefully we can get everything resolved.Regarding our installations/replacements: Anytime we do a replacement of an A/C component, such as an evaporator coil, we always change out all corresponding parts to new parts We never use any used parts, whether the homeowner feels the used part is still good or not This ensures us 100% that the job is done correctly, and if any of the new parts that we installed happened to fail, we would be responsible for it This also includes the freon When we perform an installation that requires freon, we remove all the existing freon and add new freon in even if there is still old freon in the system We do not use any old freon as it may cause contamination We understand some other AC companies may do it different, but we have our own procedures to follow by.The claim that is made against our technician intentionally removing your freon is false, and furthermore an accusation made by word of mouth There is no proof that our technician did such an act, nor will our technician will ever do that intentionally in the years we've been in business Since we do not use any of the old freon in your system, and always use new freon, the technician would have charged you all new freon and the total amount of pounds needed to do the job regardless if there was freon in your system or not Because of this, we have no reason to internationally remove all freon, nor would we ever preform such an actIf there is hard proof or evidence of our technician preforming the accusations you stated, please send us the video of our technician doing so, or supply us with dated invoices from the AC companies you hired stating that he did so If we find evidence supporting the accusations, we will immediately deal with them accordingly.Thank you for your time,ACS

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint First they have broken the law and I will see to it in a legal wayThere was no mentioning of taping and recording the conversation.In Texas you have to have the party involved agreement and consent to recordA message should be played indicating the call is being recorded.They did record the conversation without my consentLegal action will be taken against themSecond there was no profanity language used against the company nor the employee this is absolutely a made up excuse.All I said was that now that I have to wait three nights at a degree heat for three nights and that "I AM SCREWED" in having to wait three nights.So if ACS wants to play this game, they will have to answer to the court on why they taped this conversation without my consent and I WILLBE ASKING FOR DAMAGES unless ACS admit their mistake and also RECANT what they just said in their response as it is FALSE Regards,

August 25, To Whom It May Concern, Upon reviewing your letter it states that your Company (ACS) came out to my home on August 1, to look at my Duct Work in the mean-whileI contacted your Office Manager Ismary [redacted] (per email, July 31, 2015) and at that time I told her I wanted to do an add on, which was checking my air conditioning to make sure that my primary line and my secondary line were ok (not stopped up) and Ismary [redacted] which she stated in the email that could be done also while they were there and would be no problemWhen the Technician was leaving my home on August 1, 2015, I requested a paper invoice and he stated that they only email invoices they do not give out paper invoicesI wanted a paper invoice to documentate on what he had done at my homeThe Technician stated that they only email invoices upon requestWhen your Technician left my home on Saturday (August 1, 2015) he had stated that he flushed out the primary and secondary linesI had no leaking ceiling problems at this time until your Technician flushed out the linesYou stated you were at my home on August 5, 2015, which is incorrectYou were at my home on Saturday, August 1, and Monday, August 3, The leaking started from my Son’s Ceiling on Sunday Morning (August 2, 2015)I contacted your Company (ACS) immediately and even though I told you that the water was leaking bad and I had a bubble in the ceiling you said you could not get back to my home until Monday Afternoon (August 3, 2015) between 1pm-5pmI had to put plastic and bowls on my floor to catch the waterWhen the Technician arrived at my home around 3PM on Monday, August 3, 2015, the Technician went up in the attic and then came back down and told me that the leaking should stop and dry up in 2-daysThen on Tuesday, August 4, 2015, a portion of the ceiling in my Son’s bedroom caved in, water, insulation and sheetrock went everywhereThis was due to your Technician mis-diagnosing the problem he never once told me the evaporator coil needed to be cleanedMy Home Warranty had another Company come out to evaluate the situation and they were the ones who told me that my evaporator coil needed to be cleanedIf your Technician would have told me that my evaporator coil needed to be cleaned I would have had that done and my ceiling in my Son’s bedroom would have never caved in I contacted my Home Warranty today (August 19, 2015)They stated that they have had no contact with your Company (ACS)My Home Warranty also said that I have had no previous leak in my Son’s bedroom ceilingAll this information has been given to my Home Warranty to be documented Due to your Technician mis-diagnosing the problem I need you to pay me $for my service call and $ to have my ceiling repaired which is a total of $ Regards,

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve itIs it possible to leave as unresolved? This is a terrible company and my only consolation is that if I could help anyone by sharing my experience it would avoid them the aggravation Regards, Alicia O [redacted]

Hello [redacted] ,We have noted your email We understand your side of the story There is no need to send multiple emails with the same informationAccording to our last two emails sent to you, due to the situation of the damage caused to your ceiling by your coils being dirty, we offered compensate you $for our technician not advising you to clean your coil, although it was not his responsibilty or obligated to do so You rejected our offer Then, we offered you $162.50, and you rejected it againAs stated in our last email, it was stated that if you continue to reject our offer, we would then offer you zero and close this case on our side Sorry we couldn't resolve this case to your satisfaction We cannot help you anymoreThanks,ACS

Ms [redacted] ,No diagnosis was required to be reported to American Homeshield Although there was not one required, we still reported the problem and they noted it in their system We also contacted them yesterday to report the diagnosis.Clearing your drain lines is not was caused your system to flood If anything, clearing your drain lines only helps the water drain out properly Your water damage just happened to occur after we serviced your home You were already having problems with your A/C That's why you had requested service in the first place Since we were the last ones to touch your system, the blame is pointed towards us, but the fact is, your system did not produce water damage because we cleared out the lines The reason why your system had drainage issues is because your coil was dirty and improperly installed The second company sent out also verified this according to your email Cause was from "coil needed to be cleaned." Nothing to do with clearing the drain line This is exactly why American Homeshield does not and will not cover this issue All claims will be denied due to improper installation and improper maintenance according to your contract Maintenance and cleaning is homeowner's responsibility.We take fault in not informing you that you should have had your coil cleaned, but it was not required us to inform you as regular maintenance is solely the homeowner's responsibility This includes cleaning of all your coils, system, changing air filters, etc That is homeowner's responsibility For example, If one does not ever change the oil in their car and the engine breaks down, one cannot go to their insurance company or service provided and demand for compensation for services that was neglected by the homeowner's responsibility Ignorance of the home warranty contract is not permissible.Even though it is not required by us to inform you that you need regular maintenance, we would have recommended it to you when the problem occurred The first visit we serviced your home, there were no signs of water issues or water in the drain pan, so the recommendation was not brought to your attention Thanks,ACS

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint Ok, Now they have proven my point by being rude and manipulative and breaking the law.This case should stay in their files for other consumers to view Regards,

Alicia,Even though we still feel we are not at fault, we said yes to the first resolutions you requested, and after we said yes to each, you continued to say no, go against what you requested, and ask for more We then decided to take back our offers after trying to help This case has been closed on our side as of yesterday You stated yesterday that you wanted to keep this case unresolved I, Huy N***, as Vice President of ACS have decided to stop all communication with you We are sorry, but we cannot help you anymore.Regards,Huy N***

August 19,
Dear ACS,
Upon reviewing your letter it states that your Company (ACS) came out to my home on August 1, to look at my Duct Work in the mean-whileI contacted your Office Manager Ismary *** (per email, July 31, 2015) and at that time I told her I wanted to do an add on, which was checking my air conditioning to make sure that my primary line and my secondary line were ok (not stopped up) and Ismary *** which she stated in the email that could be done also while they were there and would be no problemWhen the Technician was leaving my home on August 1, 2015, I requested a paper invoice and he stated that they only email invoices they do not give out paper invoicesI wanted a paper invoice to documentate on what he had done at my homeThe Technician stated that they only email invoices upon requestWhen your Technician left my home on Saturday (August 1, 2015) he had stated that he flushed out the primary and secondary linesI had no leaking ceiling problems at this time until your Technician flushed out the linesYou stated you were at my home on August 5, 2015, which is incorrectYou were at my home on Saturday, August 1, and Monday, August 3,
The leaking started from my Son’s Ceiling on Sunday Morning (August 2, 2015)I contacted your Company (ACS) immediately and even though I told you that the water was leaking bad and I had a bubble in the ceiling you said you could not get back to my home until Monday Afternoon (August 3, 2015) between 1pm-5pmI had to put plastic and bowls on my floor to catch the waterWhen the Technician arrived at my home around 3PM on Monday, August 3, 2015, the Technician went up in the attic and then came back down and told me that the leaking should stop and dry up in 2-daysThen on Tuesday, August 4, 2015, a portion of the ceiling in my Son’s bedroom caved in, water, insulation and sheetrock went everywhereThis was due to your Technician mis-diagnosing the problem he never once told me the evaporator coil needed to be cleanedMy Home Warranty had another Company come out to evaluate the situation and they were the ones who told me that my evaporator coil needed to be cleanedIf your Technician would have told me that my evaporator coil needed to be cleaned I would have had that done and my ceiling in my Son’s bedroom would have never caved in
I contacted my Home Warranty today (August 19, 2015)They stated that they have had no contact with your Company (ACS)My Home Warranty also said that I have had no previous leak in my Son’s bedroom ceilingAll this information has been given to my Home Warranty to be documented
Due to your Technician mis-diagnosing the problem I need you to pay me $for my service call and $ to have my ceiling repaired which is a total of $
Regards,
*** ***

Re: Revdex.com Case # ***Hello Ms. Alicia O***,I am sorry to hear that you had a bad experience with your home warranty company (*** ***) and our company I will do my very best to completely resolve your complaint, and ensure that you get the very best service from
our company and staff.I did some research on your case, and this is what is documented: (I've attached a screenshot of our software database and sent to Revdex.com, so all the information stated below can be verified)7/3/9:38am - "Call to let them know that Oscar was at the house and no body answer the call it actually goes direct to voice mailBut you can't leave message."7/3/11:35am - "No one in the house neither answer the phone calls"7/3/11:35am - "*** Authorizes for missing appointment."7/3/12:46pm - "*** wants us to go backSchedule for Monday"MsAlicia, in your complaint you stated that it was a lie that we tried to contact you On 7/3/at 11:35am your home warranty company (*** ***), authorized us a missed appointment authorization confirmation number According to *** ***'s missed appointment policy, an authorization will ONLY be given to the contractor company if *** cannot contact you as well Every missed appointment authorization must be reported by the contractor that was dispatched to your home Then, the confirmation authorization number given by your Home Warranty company for our compensation is only given to us ONLY IF *** *** calls you and cannot reach you as well This means, that there are two (2) parties (ACS Absolute Comfort & *** ***) that have documented attempts on 7/3/during your confirmed appointment time stating that there were multiple attempts to contact you, but could not reach you.MsAlicia, you stated that in order for this to be resolved, you would like for a tech to come back to your home to replace a missing wire Right now there is an appointment for you on Monday 7/6/in process waiting to be confirmed In order for it to be confirmed, you must agree to be put on the schedule This can easily be made by confirming when we call you hours before the appointment, or by calling our office to confirm We are more than happy to attempt to come back out when you are home so we can fix the alleged issues you may have I will have my office contact you to confirm the appointment We will ensure to fix anything that was damaged or caused by ACS Absolute Comfort, if any, at no additional cost to you You also have the right to request a different company besides us to come out to your home through your Home Warranty if you choose to do so.Thank you for your time, and we apologize for any inconvenience.Best regards,Huy N***

*** *** we apologize the non-cover items are a concern to youThey are not covered by *** because they are not a mechanical part, meaning you don't need them for the unit to run, excluding the FreonThey are not in there because you fail any type of code but because that's our standard
for replacementWe believe the safety items like drain pans and float switches are important enough that in order for us to do the replacement they are not optionalThey are considered either code or modifications by the home warranty so they become an out of pocket cost for the homeownerHowever, you are never stuck with any company even though it is through ***If you wish to do the replacement without the non-cover parts and can find a company you prefer over ACS you can always speak to *** and they can explain how that would workI hope this helps explain why the non-cover cost is what it is but would love to further explain it if you have any other questionsPlease call the office for any additional information or assistanceThank you, The ACS Team

*** *** *** We just reviewed our records, as long as the file reports from *** *** and they do not match what is stated in your complaint.Here's what we have on our records *** *** *** *** *** *** Upstairs System Repairs: Condenser Fan Motor Replacement
5/11/15, Drain Line Clog Repair 6/9/15, Blower Motor Replacement 7/9/15Downstairs System Repairs: Replaced 4-ton Evaporator Coil 9/13/15 There are no records on ACS files, nor *** files regarding a coil replacement for the upstairs system Only authorization from *** was to replace a coil for the downstairs system as you were having problems with the downstairs system in September The dispatch sent to us in September from *** was for your downstairs system You can verify with ***, if you'd like. Thanks,ACS

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,

[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 would be satisfactory to me.