In response to your complaint, My service Manager [redacted] provided a complete recap of the conversation that was had with the realator on the day after the service call(see below) More importantly, after reviewing the invoice that was provided at the time of service, the technician clearly recommended the blower motor be replaced He even noted on the invoice that the motor shaft was loose, along with dirt build up on wheel He also left a second document, the Service effieciency report, that checked the box #specifying attention was needed on blower wheel and bearings We did nothing wrong in this case, and actullaly recommended the motor and wheel be replaced Unfortunatley, the timing was such that it failed that evening Here is [redacted] explanation: Friday afternoon [redacted] called me while he was still on the job telling me that the owner and or realtor was asking him to not put the information on the invoice that the system had issuesI told [redacted] that we would not do this and to document everything as we normally would for any other call On Friday night I had zero personal involvement however I did discuss the events with [redacted] prior to calling the realtor on SaturdayWhen ***arrived late FridayHe notice the blower motor that we recommended earlier that day had seized up***did not have any access to the information that [redacted] had given the client earlierWhen ***asked the realtor if she had the paperwork or if there was any information on it she told him that there were no recommendations from the earlier callNot true ! we are now on the second time there was acts of deceit from the realtor Saturday [redacted] contacted me gave me the Basic information and asked me to contact the realtorI had limited access to the information due to being on the road SaturdayI called the realtor and had the discussion with her about the situationBased on the lack of access I did give her some misinformation to the nature of the failure initiallyI did tell her that I thought that the system was documented high amps and leaking oil, I was wrong, I asked the realtor if I could call her back once I had complete informationI contacted [redacted] Bates to clarify the situationHe informed me that there was no oil leaking and the amp draw was not high, but that the motor bearings were extremely worn and had a large amount of play in themAfter talking to [redacted] I called the realtor back and informed her that I misspoke about the exact nature of the diagnosed issue and corrected what I had saidI told her that the replacement motor would be $just like we quoted previously when [redacted] was thereShe said she would call me back after talking to the home ownerOnce she called me back she told me that it was unacceptable and that we had sabotaged the motorI took major offense to this statement as we run a very ethical practiceAnd my technician know very well that if they do these kind of things that it is an immediate terminationWe run thousands of calls a month and we do not have the time to sabotage equipment due to the fact that there is enough legitimately broken stuff out there we do not need to make anything upBased on the situation of the client selling the home I was willing to drop the repair from a level $to a level $I made it very specific to the realtor that it was not because we did anything wrong ,but just solely based on the situation and to help the client outShe said she would call me backShe called me back and restated that it was unacceptable that we caused the problem and we should be responsibleI stated to her we can agree to disagree but I am willing to do the repair for the level repair priceThat was the last I heard until now The invoice form [redacted] call clearly states the blower motor should be replacedThe client took the gamble and it did not pan out it is not our responsibility Here is a copy of the Invoice:
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The document was faxed over two weeks agoI have a confirmation and also I can scan and email if an address is provided Regards, [redacted]
Our Customer Service Manager reached out to this customer via phone on 5- We will provide them with any refund due, net any service already performed Hopefully, when she returns our call, we can accomodate any resolution directly Unfortunately, with the first heat wave of the Summer, our technicians were running full bore, and we encountered delays We apologize for any inconvenience, and hope to resolve with you directly
The home Warrenty is disposal is not covered!the Willis one hour has the typical 10/1parrs an labor this whole complaint was to complain on the way a company has taken advantage of a homeowner An future HOme Warrenty policy holders,this company should of excepted the 100& deductible an not add on charge of more!plus give me back my moter that was in the originally furnace An chip board like I ask for the day of installation that's all!showing the pictures an sign Warrenty will not make a difference.but if so I will print everthing up An send exspress Monday morning??
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. To assist us in bringing this matter to a close, we would like to know your view on the matter. * Has the company addressed the issues of this dispute? No, the company has not addressed the issue, I contacted the company three times today, a tech was originally offered to us at 8:30 a.m. the after hours CSR did not contact us back like she had said when we called at 5:30 a.m. This company advertises for emergency appointments, I would think that having no heat when the temp outside is 21 is an emergency. I was told by the rep at 8:30 a.m. that all the emergency appointments were already spoken for when I had originally called at 5:30 a.m. how can emergency appointments be spoken for? at 11:45 a.m. a rep from this office named [redacted] contacted me and told me was no reason for the technician to come out. This company had been out to our home last Tuesday 12/30/14 and we spent almost [redacted] on repairs and parts which were warranted through the company, I have the paperwork, today, our furnace quit working and we had no heat, so why was it not necessary to dispatch someone?Also the technician last week sold us a warranty plan that is being billed monthly for service with their company, so again, why did [redacted] tell us there was no need to come. I spoke with [redacted] today and am faxing her additional paperwork, so how could an outcome be determined and a response from the company sent today. [redacted] provided me with her fax number today and I told her I was out of the office until tomorrow with the furnace issue. I am thus far not satisfied with the way this business is handling our situation. I had to call another company to come out and pay them and additional $ [redacted] for a service call. he provided us information stating that the technician from before had not hooked all the wires back up properly and thus far causing us not to have heat, he did not provide any additional work today except fix the problem again from the other day, which we should not have had to pay for, if the original company had come and and upheld their warranty. He also relayed to us the part the tech from Willis One hour was around [redacted] so the labor was [redacted] for one hour? I asked for a breakdown today and was told that I couldn't get one. Also the company from today said that One Hour was supposed to ask us if we wanted the old part to view and that was not offered. It is my opinion that I was taken advantage of the other day and then when I had another problem and had gotten a service agreement with them as well no one wanted to help us.Why did this company sell us a service plan for their company and then refuse to come? How can a complaint be settled or resolved if the company has not reviewed the information from the other company showing that it was a problem continued from the other day? * Has the company met the agreement they outlined in their response?[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
We never received any copy of the invoices from the other company. we will certaily review this upon receipt, and adress the refund request for the amount paid to the other company. Please resend to *** direct fax
We will certaily respond quickly upon receipt of the invoice
Thanks
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** the bussinesss is bad ,I've delt with this company before with detail billing -had no disposal fee been this high ever!tkarn advantage of a home Warrenty is not good.you should accept the amount they give you an not charge almost the price of the furnace to offset the price you charge now I know why the Warrenty company hung up on my officeThis is step unless you re evaluate your practice with Warrentyan return the 500$ an my moter plus the chip board that was brand new like I requested this matter is to move to the next step thank you for the response
Unfortunately, we must agree to disagree. A Tuincludes a general inspection and cleaning of all mechanical parts and operation of the furnace. The fact that we cleaned the components attached to the blower motor, and clearly noted that the motor shaft and bearings appeared loose, does not imply that our technician or One hour should be responsible for the failure of the motor. I compare this to getting your oil changed on your car. Just because you change the oil in your car, does not mean that the the mechanic is responsible for an engine failure. This was a very common failure that occurs on aged equipment that operated over 8-years. One Hour Services over 50,homes in the Tri-state, and hold our technicians to the highest standards. We would not be in this position if we supported practices that you are implying
I will be happy to have a Service Manager meet at no cost with the new home owner, and provide a full inspection of the furnace again. We will also offer them a discounted maintenace plan for the next year, including both a furnace and A/C tune-up. We can review all recommmendations and concerns with the new ownersWe were also willing to discount the intial motor replacement significantly, however this was declined. If this is not acceptable, I will refund the intitial $that we were paid
Our service manager has talked to Mrs*** , and explained that we did replace the flame sensor. We actually had a manager on site with the technician, and helped diagnose the problem. Mrs*** explained that her daiughter got involved, and called other company. The parts that we
use have date codes on the part, and we are requesting that the other company provide the old part that "supposedly" was not replaced. We will do whatever Mrs*** wants us to do, and she understands the confusion. We will be available at any time at no charge to visit the home again, and provide another review of her heating system. We want *** Heating to send one of their managers, and bring the part back that they claim was not changed
When replacing a furnace with a home warranty company they provide the furnace and a minimal amount of laborThey do not pay for any modifications that have to happen to insure the new furnace will connect to the existing duct system or any other modifications that need to be madeThe $charge
was not just for disposal however that is part of the costThis cost is also not a hidden charge and we get customer approval before we even schedule the jobWe have no agreement with the warranty company that states that we will replace a furnace for the $trade call feeWe also Submit to the warranty company any charges that are the responsibility of the customer on any and all replacement jobs we do for themIf we are out of line they will let us knowWe in no way mislead or improperly charged for the job we have performedThe customer and the home warranty company was well aware of the additional cost to perform the work prior to the work being scheduledBased on these factors we will not make any refunds
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The document was faxed over two weeks ago. I have a confirmation and also I can scan and email if an address is provided.
Regards,
[redacted]
One Hour will agree to pay the $350 for any and all damages incurred with the installation of your system as long as the customer agrees this complaint is closed. Upon confirmation I will process the check which will take no more than 15 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To assist us in bringing this matter to a close, we would like to know your view on the matter. * Has the company addressed the issues of this dispute? No, the company has not addressed the issue, I contacted the company three times today, a tech was originally offered to us at 8:30 a.m. the after hours CSR did not contact us back like she had said when we called at 5:30 a.m. This company advertises for emergency appointments, I would think that having no heat when the temp outside is 21 is an emergency. I was told by the rep at 8:30 a.m. that all the emergency appointments were already spoken for when I had originally called at 5:30 a.m. how can emergency appointments be spoken for? at 11:45 a.m. a rep from this office named [redacted] contacted me and told me was no reason for the technician to come out. This company had been out to our home last Tuesday 12/30/14 and we spent almost [redacted] on repairs and parts which were warranted through the company, I have the paperwork, today, our furnace quit working and we had no heat, so why was it not necessary to dispatch someone?Also the technician last week sold us a warranty plan that is being billed monthly for service with their company, so again, why did [redacted] tell us there was no need to come. I spoke with [redacted] today and am faxing her additional paperwork, so how could an outcome be determined and a response from the company sent today. [redacted] provided me with her fax number today and I told her I was out of the office until tomorrow with the furnace issue. I am thus far not satisfied with the way this business is handling our situation. I had to call another company to come out and pay them and additional $[redacted] for a service call. he provided us information stating that the technician from before had not hooked all the wires back up properly and thus far causing us not to have heat, he did not provide any additional work today except fix the problem again from the other day, which we should not have had to pay for, if the original company had come and and upheld their warranty. He also relayed to us the part the tech from Willis One hour was around [redacted] so the labor was [redacted] for one hour? I asked for a breakdown today and was told that I couldn't get one. Also the company from today said that One Hour was supposed to ask us if we wanted the old part to view and that was not offered. It is my opinion that I was taken advantage of the other day and then when I had another problem and had gotten a service agreement with them as well no one wanted to help us.Why did this company sell us a service plan for their company and then refuse to come? How can a complaint be settled or resolved if the company has not reviewed the information from the other company showing that it was a problem continued from the other day? * Has the company met the agreement they outlined in their response?[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear Mr. [redacted],
I discussed this with [redacted], my Customer Service Manager, and she said you have already discussed this issue, and all corrections and refunds were already in motion. unfortunatley, it soulds like there was a timing problem with the renewal, and she was able to get this...
corrected. She will reach out to you again today, so you can feel comfortable that evything is resolved.
I apoligize for any confusion on this process, and for these billing errors! Thanks for your business. Please call [redacted] directly with any additional concerns.
In response to your complaint, My service Manager [redacted] provided a complete recap of the conversation that was had with the realator on the day after the service call. (see below)
More importantly, after reviewing the invoice that was provided at the time of service, the technician clearly...
recommended the blower motor be replaced. He even noted on the invoice that the motor shaft was loose, along with dirt build up on wheel. He also left a second document, the Service effieciency report, that checked the box #46 specifying attention was needed on blower wheel and bearings.
We did nothing wrong in this case, and actullaly recommended the motor and wheel be replaced. Unfortunatley, the timing was such that it failed that evening.
Here is [redacted] explanation:
Friday afternoon [redacted] called me while he was still on the job telling me that the owner and or realtor was asking him to not put the information on the invoice that the system had issues. I told [redacted] that we would not do this and to document everything as we normally would for any other call.
On Friday night I had zero personal involvement however I did discuss the events with [redacted] prior to calling the realtor on Saturday. When [redacted]. arrived late Friday. He notice the blower motor that we recommended earlier that day had seized up. [redacted]. did not have any access to the information that [redacted] had given the client earlier. When [redacted]. asked the realtor if she had the paperwork or if there was any information on it she told him that there were no recommendations from the earlier call. Not true ! we are now on the second time there was acts of deceit from the realtor.
Saturday [redacted] contacted me gave me the Basic information and asked me to contact the realtor. I had limited access to the information due to being on the road Saturday. I called the realtor and had the discussion with her about the situation. Based on the lack of access I did give her some misinformation to the nature of the failure initially. I did tell her that I thought that the system was documented high amps and leaking oil, I was wrong, I asked the realtor if I could call her back once I had complete information. I contacted [redacted] Bates to clarify the situation. He informed me that there was no oil leaking and the amp draw was not high, but that the motor bearings were extremely worn and had a large amount of play in them. After talking to [redacted] I called the realtor back and informed her that I misspoke about the exact nature of the diagnosed issue and corrected what I had said. I told her that the replacement motor would be $872 just like we quoted previously when [redacted] was there. She said she would call me back after talking to the home owner. Once she called me back she told me that it was unacceptable and that we had sabotaged the motor. I took major offense to this statement as we run a very ethical practice. And my technician know very well that if they do these kind of things that it is an immediate termination. We run thousands of calls a month and we do not have the time to sabotage equipment due to the fact that there is enough legitimately broken stuff out there we do not need to make anything up. Based on the situation of the client selling the home I was willing to drop the repair from a level 4 $872 to a level 2 $382. I made it very specific to the realtor that it was not because we did anything wrong ,but just solely based on the situation and to help the client out. She said she would call me back. She called me back and restated that it was unacceptable that we caused the problem and we should be responsible. I stated to her we can agree to disagree but I am willing to do the repair for the level 2 repair price. That was the last I heard until now.
The invoice form [redacted] call clearly states the blower motor should be replaced. The client took the gamble and it did not pan out it is not our responsibility.
Here is a copy of the Invoice:
After talking to install manager this morning, this issue was addressed at time of installation. The A/C unit that was replaced would not easily fit in mechanical closet. The only way they could get the unit physically through the door and around the water heater, required the wall...
inside the closet to be rubbed and it was scraped. The homeowners were informed of this at time of install. We were no where near the television and this was explained to the person onsite. We considered this matter resolved back in July 2016 at time of install.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We apologize for the calls! We work with a national callcenter, and they support our local promotions for any service specials . I will be sure to remove your name and number from any of our outbound calling lists. We will also mark your customer record to" Do not Solicit"...
status. Again, we apologize for the inconvenience!
In response to your complaint, My service Manager [redacted] provided a complete recap of the conversation that was had with the realator on the day after the service call(see below) More importantly, after reviewing the invoice that was provided at the time of service, the technician clearly recommended the blower motor be replaced He even noted on the invoice that the motor shaft was loose, along with dirt build up on wheel He also left a second document, the Service effieciency report, that checked the box #specifying attention was needed on blower wheel and bearings We did nothing wrong in this case, and actullaly recommended the motor and wheel be replaced Unfortunatley, the timing was such that it failed that evening Here is [redacted] explanation: Friday afternoon [redacted] called me while he was still on the job telling me that the owner and or realtor was asking him to not put the information on the invoice that the system had issuesI told [redacted] that we would not do this and to document everything as we normally would for any other call On Friday night I had zero personal involvement however I did discuss the events with [redacted] prior to calling the realtor on SaturdayWhen ***arrived late FridayHe notice the blower motor that we recommended earlier that day had seized up***did not have any access to the information that [redacted] had given the client earlierWhen ***asked the realtor if she had the paperwork or if there was any information on it she told him that there were no recommendations from the earlier callNot true ! we are now on the second time there was acts of deceit from the realtor Saturday [redacted] contacted me gave me the Basic information and asked me to contact the realtorI had limited access to the information due to being on the road SaturdayI called the realtor and had the discussion with her about the situationBased on the lack of access I did give her some misinformation to the nature of the failure initiallyI did tell her that I thought that the system was documented high amps and leaking oil, I was wrong, I asked the realtor if I could call her back once I had complete informationI contacted [redacted] Bates to clarify the situationHe informed me that there was no oil leaking and the amp draw was not high, but that the motor bearings were extremely worn and had a large amount of play in themAfter talking to [redacted] I called the realtor back and informed her that I misspoke about the exact nature of the diagnosed issue and corrected what I had saidI told her that the replacement motor would be $just like we quoted previously when [redacted] was thereShe said she would call me back after talking to the home ownerOnce she called me back she told me that it was unacceptable and that we had sabotaged the motorI took major offense to this statement as we run a very ethical practiceAnd my technician know very well that if they do these kind of things that it is an immediate terminationWe run thousands of calls a month and we do not have the time to sabotage equipment due to the fact that there is enough legitimately broken stuff out there we do not need to make anything upBased on the situation of the client selling the home I was willing to drop the repair from a level $to a level $I made it very specific to the realtor that it was not because we did anything wrong ,but just solely based on the situation and to help the client outShe said she would call me backShe called me back and restated that it was unacceptable that we caused the problem and we should be responsibleI stated to her we can agree to disagree but I am willing to do the repair for the level repair priceThat was the last I heard until now The invoice form [redacted] call clearly states the blower motor should be replacedThe client took the gamble and it did not pan out it is not our responsibility Here is a copy of the Invoice:
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below The document was faxed over two weeks agoI have a confirmation and also I can scan and email if an address is provided Regards, [redacted]
Our Customer Service Manager reached out to this customer via phone on 5- We will provide them with any refund due, net any service already performed Hopefully, when she returns our call, we can accomodate any resolution directly Unfortunately, with the first heat wave of the Summer, our technicians were running full bore, and we encountered delays We apologize for any inconvenience, and hope to resolve with you directly
The home Warrenty is disposal is not covered!the Willis one hour has the typical 10/1parrs an labor this whole complaint was to complain on the way a company has taken advantage of a homeowner An future HOme Warrenty policy holders,this company should of excepted the 100& deductible an not add on charge of more!plus give me back my moter that was in the originally furnace An chip board like I ask for the day of installation that's all!showing the pictures an sign Warrenty will not make a difference.but if so I will print everthing up An send exspress Monday morning??
RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. To assist us in bringing this matter to a close, we would like to know your view on the matter. * Has the company addressed the issues of this dispute? No, the company has not addressed the issue, I contacted the company three times today, a tech was originally offered to us at 8:30 a.m. the after hours CSR did not contact us back like she had said when we called at 5:30 a.m. This company advertises for emergency appointments, I would think that having no heat when the temp outside is 21 is an emergency. I was told by the rep at 8:30 a.m. that all the emergency appointments were already spoken for when I had originally called at 5:30 a.m. how can emergency appointments be spoken for? at 11:45 a.m. a rep from this office named [redacted] contacted me and told me was no reason for the technician to come out. This company had been out to our home last Tuesday 12/30/14 and we spent almost [redacted] on repairs and parts which were warranted through the company, I have the paperwork, today, our furnace quit working and we had no heat, so why was it not necessary to dispatch someone?Also the technician last week sold us a warranty plan that is being billed monthly for service with their company, so again, why did [redacted] tell us there was no need to come. I spoke with [redacted] today and am faxing her additional paperwork, so how could an outcome be determined and a response from the company sent today. [redacted] provided me with her fax number today and I told her I was out of the office until tomorrow with the furnace issue. I am thus far not satisfied with the way this business is handling our situation. I had to call another company to come out and pay them and additional $ [redacted] for a service call. he provided us information stating that the technician from before had not hooked all the wires back up properly and thus far causing us not to have heat, he did not provide any additional work today except fix the problem again from the other day, which we should not have had to pay for, if the original company had come and and upheld their warranty. He also relayed to us the part the tech from Willis One hour was around [redacted] so the labor was [redacted] for one hour? I asked for a breakdown today and was told that I couldn't get one. Also the company from today said that One Hour was supposed to ask us if we wanted the old part to view and that was not offered. It is my opinion that I was taken advantage of the other day and then when I had another problem and had gotten a service agreement with them as well no one wanted to help us.Why did this company sell us a service plan for their company and then refuse to come? How can a complaint be settled or resolved if the company has not reviewed the information from the other company showing that it was a problem continued from the other day? * Has the company met the agreement they outlined in their response?[To assist us in bringing this matter to a close, we would like to know your view on the matter.] Regards, [redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]
We never received any copy of the invoices from the other company. we will certaily review this upon receipt, and adress the refund request for the amount paid to the other company. Please resend to *** direct fax
We will certaily respond quickly upon receipt of the invoice
Thanks
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** the bussinesss is bad ,I've delt with this company before with detail billing -had no disposal fee been this high ever!tkarn advantage of a home Warrenty is not good.you should accept the amount they give you an not charge almost the price of the furnace to offset the price you charge now I know why the Warrenty company hung up on my officeThis is step unless you re evaluate your practice with Warrentyan return the 500$ an my moter plus the chip board that was brand new like I requested this matter is to move to the next step thank you for the response
Unfortunately, we must agree to disagree. A Tuincludes a general inspection and cleaning of all mechanical parts and operation of the furnace. The fact that we cleaned the components attached to the blower motor, and clearly noted that the motor shaft and bearings appeared loose, does not imply that our technician or One hour should be responsible for the failure of the motor. I compare this to getting your oil changed on your car. Just because you change the oil in your car, does not mean that the the mechanic is responsible for an engine failure. This was a very common failure that occurs on aged equipment that operated over 8-years. One Hour Services over 50,homes in the Tri-state, and hold our technicians to the highest standards. We would not be in this position if we supported practices that you are implying
I will be happy to have a Service Manager meet at no cost with the new home owner, and provide a full inspection of the furnace again. We will also offer them a discounted maintenace plan for the next year, including both a furnace and A/C tune-up. We can review all recommmendations and concerns with the new ownersWe were also willing to discount the intial motor replacement significantly, however this was declined. If this is not acceptable, I will refund the intitial $that we were paid
Our service manager has talked to Mrs*** , and explained that we did replace the flame sensor. We actually had a manager on site with the technician, and helped diagnose the problem. Mrs*** explained that her daiughter got involved, and called other company. The parts that we
use have date codes on the part, and we are requesting that the other company provide the old part that "supposedly" was not replaced. We will do whatever Mrs*** wants us to do, and she understands the confusion. We will be available at any time at no charge to visit the home again, and provide another review of her heating system. We want *** Heating to send one of their managers, and bring the part back that they claim was not changed
When replacing a furnace with a home warranty company they provide the furnace and a minimal amount of laborThey do not pay for any modifications that have to happen to insure the new furnace will connect to the existing duct system or any other modifications that need to be madeThe $charge
was not just for disposal however that is part of the costThis cost is also not a hidden charge and we get customer approval before we even schedule the jobWe have no agreement with the warranty company that states that we will replace a furnace for the $trade call feeWe also Submit to the warranty company any charges that are the responsibility of the customer on any and all replacement jobs we do for themIf we are out of line they will let us knowWe in no way mislead or improperly charged for the job we have performedThe customer and the home warranty company was well aware of the additional cost to perform the work prior to the work being scheduledBased on these factors we will not make any refunds
[redacted] Andrews will continue to deal directly with customer. She can provide any details or verification the customers requires.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The document was faxed over two weeks ago. I have a confirmation and also I can scan and email if an address is provided.
Regards,
[redacted]
One Hour will agree to pay the $350 for any and all damages incurred with the installation of your system as long as the customer agrees this complaint is closed. Upon confirmation I will process the check which will take no more than 15 business days.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
To assist us in bringing this matter to a close, we would like to know your view on the matter. * Has the company addressed the issues of this dispute? No, the company has not addressed the issue, I contacted the company three times today, a tech was originally offered to us at 8:30 a.m. the after hours CSR did not contact us back like she had said when we called at 5:30 a.m. This company advertises for emergency appointments, I would think that having no heat when the temp outside is 21 is an emergency. I was told by the rep at 8:30 a.m. that all the emergency appointments were already spoken for when I had originally called at 5:30 a.m. how can emergency appointments be spoken for? at 11:45 a.m. a rep from this office named [redacted] contacted me and told me was no reason for the technician to come out. This company had been out to our home last Tuesday 12/30/14 and we spent almost [redacted] on repairs and parts which were warranted through the company, I have the paperwork, today, our furnace quit working and we had no heat, so why was it not necessary to dispatch someone?Also the technician last week sold us a warranty plan that is being billed monthly for service with their company, so again, why did [redacted] tell us there was no need to come. I spoke with [redacted] today and am faxing her additional paperwork, so how could an outcome be determined and a response from the company sent today. [redacted] provided me with her fax number today and I told her I was out of the office until tomorrow with the furnace issue. I am thus far not satisfied with the way this business is handling our situation. I had to call another company to come out and pay them and additional $[redacted] for a service call. he provided us information stating that the technician from before had not hooked all the wires back up properly and thus far causing us not to have heat, he did not provide any additional work today except fix the problem again from the other day, which we should not have had to pay for, if the original company had come and and upheld their warranty. He also relayed to us the part the tech from Willis One hour was around [redacted] so the labor was [redacted] for one hour? I asked for a breakdown today and was told that I couldn't get one. Also the company from today said that One Hour was supposed to ask us if we wanted the old part to view and that was not offered. It is my opinion that I was taken advantage of the other day and then when I had another problem and had gotten a service agreement with them as well no one wanted to help us.Why did this company sell us a service plan for their company and then refuse to come? How can a complaint be settled or resolved if the company has not reviewed the information from the other company showing that it was a problem continued from the other day? * Has the company met the agreement they outlined in their response?[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]
Dear Mr. [redacted],
I discussed this with [redacted], my Customer Service Manager, and she said you have already discussed this issue, and all corrections and refunds were already in motion. unfortunatley, it soulds like there was a timing problem with the renewal, and she was able to get this...
corrected. She will reach out to you again today, so you can feel comfortable that evything is resolved.
I apoligize for any confusion on this process, and for these billing errors! Thanks for your business. Please call [redacted] directly with any additional concerns.
In response to your complaint, My service Manager [redacted] provided a complete recap of the conversation that was had with the realator on the day after the service call. (see below)
More importantly, after reviewing the invoice that was provided at the time of service, the technician clearly...
recommended the blower motor be replaced. He even noted on the invoice that the motor shaft was loose, along with dirt build up on wheel. He also left a second document, the Service effieciency report, that checked the box #46 specifying attention was needed on blower wheel and bearings.
We did nothing wrong in this case, and actullaly recommended the motor and wheel be replaced. Unfortunatley, the timing was such that it failed that evening.
Here is [redacted] explanation:
Friday afternoon [redacted] called me while he was still on the job telling me that the owner and or realtor was asking him to not put the information on the invoice that the system had issues. I told [redacted] that we would not do this and to document everything as we normally would for any other call.
On Friday night I had zero personal involvement however I did discuss the events with [redacted] prior to calling the realtor on Saturday. When [redacted]. arrived late Friday. He notice the blower motor that we recommended earlier that day had seized up. [redacted]. did not have any access to the information that [redacted] had given the client earlier. When [redacted]. asked the realtor if she had the paperwork or if there was any information on it she told him that there were no recommendations from the earlier call. Not true ! we are now on the second time there was acts of deceit from the realtor.
Saturday [redacted] contacted me gave me the Basic information and asked me to contact the realtor. I had limited access to the information due to being on the road Saturday. I called the realtor and had the discussion with her about the situation. Based on the lack of access I did give her some misinformation to the nature of the failure initially. I did tell her that I thought that the system was documented high amps and leaking oil, I was wrong, I asked the realtor if I could call her back once I had complete information. I contacted [redacted] Bates to clarify the situation. He informed me that there was no oil leaking and the amp draw was not high, but that the motor bearings were extremely worn and had a large amount of play in them. After talking to [redacted] I called the realtor back and informed her that I misspoke about the exact nature of the diagnosed issue and corrected what I had said. I told her that the replacement motor would be $872 just like we quoted previously when [redacted] was there. She said she would call me back after talking to the home owner. Once she called me back she told me that it was unacceptable and that we had sabotaged the motor. I took major offense to this statement as we run a very ethical practice. And my technician know very well that if they do these kind of things that it is an immediate termination. We run thousands of calls a month and we do not have the time to sabotage equipment due to the fact that there is enough legitimately broken stuff out there we do not need to make anything up. Based on the situation of the client selling the home I was willing to drop the repair from a level 4 $872 to a level 2 $382. I made it very specific to the realtor that it was not because we did anything wrong ,but just solely based on the situation and to help the client out. She said she would call me back. She called me back and restated that it was unacceptable that we caused the problem and we should be responsible. I stated to her we can agree to disagree but I am willing to do the repair for the level 2 repair price. That was the last I heard until now.
The invoice form [redacted] call clearly states the blower motor should be replaced. The client took the gamble and it did not pan out it is not our responsibility.
Here is a copy of the Invoice:
After talking to install manager this morning, this issue was addressed at time of installation. The A/C unit that was replaced would not easily fit in mechanical closet. The only way they could get the unit physically through the door and around the water heater, required the wall...
inside the closet to be rubbed and it was scraped. The homeowners were informed of this at time of install. We were no where near the television and this was explained to the person onsite. We considered this matter resolved back in July 2016 at time of install.
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
We apologize for the calls! We work with a national callcenter, and they support our local promotions for any service specials . I will be sure to remove your name and number from any of our outbound calling lists. We will also mark your customer record to" Do not Solicit"...
status. Again, we apologize for the inconvenience!