Goat Dairy Drake Family Farms

Hello [redacted],Thank you for your response.  We will place your response in our file.We apologize again for not being able to come out on the same day your dispatch was sent.  We had 48 hours to come out,  and if you confirmed with 7/30/2015 (the appointment we initially gave you), we would have been oit to your home within our required time frame.  But, you did not want to wait, so we tranfered your dispatch to a different vendor.If you feel like you need to bring this to court, that is completely your choice.We cannot help you anymore regarding this case, and we are terminating all communication between you and ACS.Thanks,ACS

August 25, 2015
To Whom It May Concern,
Upon reviewing your letter it states that your Company (ACS) came out to my home on August 1, 2015 to look at my Duct Work in the mean-while. I 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 problem. When 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 invoices. I wanted a paper invoice to documentate on what he had done at my home. The Technician stated that they only email invoices upon request. When your Technician left my home on Saturday (August 1, 2015) he had stated that he flushed out the primary and secondary lines. I had no leaking ceiling problems at this time until your Technician flushed out the lines. You stated you were at my home on August 5, 2015, which is incorrect. You were at my home on Saturday, August 1, 2015 and Monday, August 3, 2015.
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-5pm. I had to put plastic and bowls on my floor to catch the water. When 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 2-3 days. Then on Tuesday, August 4, 2015, a portion of the ceiling in my Son’s bedroom caved in, water, insulation and sheetrock went everywhere. This was due to your Technician mis-diagnosing the problem he never once told me the evaporator coil needed to be cleaned. My 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 cleaned. If 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 ceiling. All 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 $75.00 for my service call and $ 325.00 to have my ceiling repaired which is a total of $400.00.
Regards,

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 coil. Like stated out there on your [redacted] y'all are a big rip off to customers that goes thru [redacted] to get things done. Thanks 
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,

Dear Mr. Schutter, On July 19 we received a service request from AHS that your A/C does not working and we schedule Carlos go out the next day. On July 20, Carlos found no mechanical failure at the house on arrival apart from pressure is a little low. Carlos decided to adjust it to the correct...

pressure and it was a half lb of freon was put in. Since there was no mechanical failure that he could address at the time so the decision to put freon to the unit was an educated guess. You were with Carlos all the time he was at your house even to the attic. On the following visit on August 05, there was 2 water damage spots to your ceiling (one in the kitchen and the other one in the living room). Carlos went up to the attic and found out the water damage spot in the kitchen was from a drain pan completely broken, suspecting someone step on it. Carlos show you the problem. The damage in the living room was because of the insulation of your copper line in the attic was too old, too thin and was partially missing about 20 ft away from the unit. This cause the condensation around the copper line and running along the line until it reach to your ceiling causing damage. The house inspector should have point this out to you. Carlos went outdoor to check the unit and found out the pressure has changed a little higher than before. This indicate that there is something wrong with the TXV. He took freon out half lb to bring the pressure down. As your wife was pregnant at the moment and she seems very upset, Carlos needs to make an excuse to leave since he was worried something might happen to your wife if she got too upset. We are very sorry for the way he speaks out his excuse. As for the service fee refund, we have already send a check of $75.00 to you on August 18 and it show that you have cashed it out on 08/24.We are sorry for all the inconvenience but we could not take responsibility for the water damage. Thank you,ACS Team

Hello [redacted],I would like to apologize for the experience you encountered yesterday dealing with your Home Warranty company and our company.  Hopefully we can come to an understanding and resolve this problem.I took some time to listen to the recorded phone conversations you had with our...

staff.Lets start with the facts:Your home warranty company ([redacted]) sent our company a dispatch on 7/28/2015 at 1:58pm to service your home.  According to your home warranty contract and [redacted]'s policy, any vendor has up to 48 hours to expedite service.On 7/28/2015 at 2:53pm you called our office asking if our company could come out the same day your Home Warranty sent us the dispatch.  Our staff politely explained to you that we were completely booked for that day, and the soonest we could run your call was on Thursday 7/30/2015, which was within the 48-hour policy listed in your Home Warranty contract and [redacted]'s policy.  At this time, you got very frustrated at my staff and company and demanded that we came out the same day although it was not required for us to do so, nor was it possible for us to do.Prior to the time the dispatch for your service was sent to us, [redacted] had sent your dispatch to a different company.  The company that was sent to your home before we have received your dispatch could not perform the services, because your property requires a 2-story ladder to access your rooftop unit.  That was the reason [redacted] sent us the dispatch in the first place afterwards on 7/28/2015. According to the recorded phone conversation you had with my staff on 7/28/2015, you were upset because we could not service your home the same day we received the dispatch.  I understand your frustrations, but we simply could not run it the same day as we were completely booked and our schedule was full.  Also, according to your Home Warranty contract and [redacted]'s policy, any vendor that has been dispatched has a 48-hour period to make arrangements for service.  We cannot change what is in your home warranty's contract.According to the recorded phone conversation you had with my staff on 7/28/2015, you used language and profanity that is not allowed to be used towards my staff.  It is our policy that if our staff is getting attacked with profanity and offensive language, they are to end the call immediately.  There was also a time in the conversation where you made it personal and stated that, "I wish your AC at your home breaks down and you suffer tonight." towards one of our staff members.  Please keep in mind, she is just our employee and has nothing to do with why we could not come out the same day.  She was simply was trying to help you get on schedule within your Home warranty's required 48-hour policy.  On 7/28/2015 at 3:24pm our office contacted your Home Warranty company ([redacted]) to document the phone conversation and to report that you wanted an AC company to service your property the same day.  On 7/28/2015, [redacted] attempted to contact you to explain to you that according to your policy and contract, we had 48-hours to expedite your service call.  Once, the phone conversation was documented, our company and [redacted] took the extra step to remove your property from our vendor list and classified your property address as a "No-vendor" address for our company.[redacted], we apologize that we could not run your call the same day, but we were completely booked and our schedule was full for the day. That's the exact reasons why most companies require to make an appointment.  Your home warranty allows any of their vendors to have up to 48-hours to do so.Thank you for your time,ACS Absolute Comfort

I do Not accept their answer but this is going no where so let it stay in their file for others to see.
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.

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 way. There was no mentioning of taping and recording the conversation.In Texas you have to have the party involved agreement and consent to record. A message should be played indicating the call is being recorded.They did record the conversation without my consent. Legal action will be taken against them. Second 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 100 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,

Hello [redacted],We apologize we could not resolve your complaint.Thanks again,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

We would like to start off by saying we are sorry you are having issues with your ac. Our company has been in business for over 15 years and our goal is to keep people comfortable in and around the Houston area. We also work with [redacted], which is how we received your work order. When...

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 AC. When the technician inspected the unit and saw the compressor was not working we called the [redacted] as our contract states we have to do. When the technician called [redacted] and told them his diagnosis with the unit [redacted] denied the repairs. The contract you have is what states what will and won't be covered and why, we have no pull over that. When asked how long we assume it has been an issue all we can do is give our opinion. When we diagnosed the problem, your [redacted] denied the replacement because the policy had only been in effect for 3 days and based on the condition of the unit we did state that it could have been prior to that 3 day period. At that point there is nothing ACS can do about it. The guidelines of your policy are something you must take up with the [redacted] we are just the contractors who diagnose the problems. Also 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 out. To address your comment about "customers always being upset" that is taken out of context completely. You 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 are. To 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 now. We 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 see. We're sorry you feel we are the cause of the problem but the $100 payment that was made will not be reimbursed. We received a work order based on the contract you have with [redacted] stating your service fee is $100, and came out and diagnosed the unit. It is the [redacted] who told us the issue is something the policy you have with them will not cover. If 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 it. Is 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]

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.  
This response does not offer to make any amends for anything that your technician did while on my property.  The valve to my A/C unit was not opened prior to his arrival and after he left it was.  This caused all of the fluid to drain from my system.  To be honest, Im not really concerned with what your procedures may be AFTER you are hired to preform a service because in this instance you were not.  You came onto my property and drained the freon from my unit without having been hired to complete the work.    There are several complaints about your company on yelp claiming similar situations when going through American Homeshield.  Your technicians and your company are not reputable and your lack of action in this situation further prove my point.  I would expect that you would take ownership of something your technician did while on my property.  Again,  I dont know how much more proof you need. The valve on my A/C unit was unopened before your technician arrived at my house and it was completely open after he left.  I know this because I saw it with my own eyes I keep pad locks on my gates and have a doberman.  No one is getting in my back yard without my consent.  I would hope that you will resolve this and be the ethical company that you claim to be.
Regards,[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 information. According 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 $237.50 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 again. As 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 anymore. Thanks,ACS

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 14 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 act. If 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

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 database. We 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.  2 very similar names, but 2 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

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

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,

September 1, 2015 To Whom It May Concern, Upon reviewing your letter it states that your Company (ACS) came out to my home on August 1, 2015 to look at my Duct Work in the mean-while. I 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 problem. When 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 invoices. I wanted a paper invoice to documentate on what he had done at my home. The Technician stated that they only email invoices upon request. When your Technician left my home on Saturday (August 1, 2015) he had stated that he flushed out the primary and secondary lines. I had no leaking ceiling problems at this time until your Technician flushed out the lines. You stated you were at my home on August 5, 2015, which is incorrect. You were at my home on Saturday, August 1, 2015 and Monday, August 3, 2015. 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-5pm. I had to put plastic and bowls on my floor to catch the water. When 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 2-3 days. Then on Tuesday, August 4, 2015, a portion of the ceiling in my Son’s bedroom caved in, water, insulation and sheetrock went everywhere. This was due to your Technician mis-diagnosing the problem he never once told me the evaporator coil needed to be cleaned. My 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 cleaned. If 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 ceiling. All 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 $75.00 for my service call and $ 325.00 to have my ceiling repaired which is a total of $400.00. I need a cashiers check to be mailed to my home at [redacted] Drive, [redacted] Place, TX [redacted] in the amount of $400.00.
You must have me confused with another one of your Customers with the air conditioner filter problem. My problem which was stated earlier in this letter, that the evaporator coil was mis-diagnosed and your Tech. never once told me that the evaporator coil(which is up in the attic) needed to be cleaned. If he would have stated that the evaporator coil needed to be cleaned the ceiling would have never filled with water and started to leak and then caved in. If your Tech. would have advised me that the evaporator coil needed to be cleaned I would have had that done to eliminate the falling ceiling problem.
Regards,
[redacted]
Regards, [redacted]

Hello [redacted],We are very sorry to hear about what happened to your ceiling.  We hope at the end of this complaint process, we can come to a resolution or understanding.Please allow us to first start with the facts we have on paper:On 08/01/15 American Homeshield sent us a dispatch to service...

your home regarding DUCT WORK and DUCT WORK only.  Nothing regarding A/C, as A/C and ductwork are two (2) separate entities for American Homeshield.  When our technician arrived to your home, he was there to ONLY service your ductwork.  The initial call and dispatch complaint was about "the house being dusty, and possible air duct leaks."  Our technician was only obligated to work on ductwork.  First visit, our technician found no ductwork tears/openings/damages, and diagnosed that the dusty home was caused by paper insulation used to insulate the home.  Again, the service call was ONLY for ductwork, not A/C.On 08/05/15 we came out a 2nd time, because there was a REcall for the service we initially provided.  During the 2nd visit, we proceeded to do more repairs to the DUCT WORK and sealed the transition.  This is when we noticed that there was a problem with your evaporator coil (which was not installed by ACS), and your drain line (which was not installed by ACS).  Furthermore, the technician also noticed that your ceiling had already been repaired in the past (evidence of new sheet rock and paint that didn't match the original paint.)  This tells us that this had happened before in the past and has been a continuing issue that is caused by Improper Installation.  Again, our company is not the ones who installed your HVAC system.  We were just sent to your home to inspect the DUCTWORK, not A/C.American Homeshield contacted our office for a full diagnosis, and they have on file that the previous and current water damage was reported, and that any repairs to your A/C will not be covered by American Homeshield due to Improper Installation as your contract policy with American Homeshield does NOT cover repairs due to improper installation.ACS are always responsible and held accountable for ANY and ALL repairs and installations done to your A/C system, but your A/C system was not installed by us.  We did repairs on your DUCTWORK, and if anything is unsatisfactory with your DUCTWORK, then we will be more than happy to fix what we repaired.Your ceiling damage that was caused by water due to improper installation of your coil has had issues in the past.  There was evidence of past repairs.  The problem with your coil was never resolved, and therefore, the issue has happened again.The reason why there was no diagnosis to the A/C coil during the first visit, was due to the dispatch sent by American Homeshield (your home warranty company), was not for A/C.  It was for ductwork.  Therefore, ONLY ductwork was authorized to be serviced on.  DUCTWORK and A/C do not tie together.  Please contact American Homeshield and have them explain that to you if there are any misunderstandings.Best regards,ACS

[redacted],That is because their standard of replacement is not the same as ours. We 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 there. I apologize we weren't able to help you understand this issue but are glad you found someone to do the work. If you have future questions or concerns please feel free to contact the office, we are always here to help. Thank You,