Help Heating, Cooling, Electric & Plumbing

[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, Susan ***

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 Date: Sat, Dec 31, at 3:PMSubject: Re: ATTENTION NEEDED: You have a new message from the Revdex.com serving CincinnatiTo: Revdex.com I kept looking for a follow up emailI did receive anything except this oneThis matter is in no way resolved and I am still Very disappointed in how the matter was handled by HELP [redacted] Sent from Yahoo Mail on Android

[redacted] ,I reviewed the phone conversation with our CLT agent in regards to the $diagnostic Our representative did disclose the $fee up front, as did our specialist at the home prior to completing the repairs The $fee includes the trip charge to arrive at the home as well as a complete diagnostic of the issue I apologize if you felt the communication between yourself and HELP was anything but forthright and transparent Regards, [redacted] ***

Mrs [redacted] ,I apologize for any confusion that has resulted from your Club membership The club membership is a year contract that if began in July would end in June However, I have no issue canceling out the membership and refunding the $back to your account Please allow 5-business days in order for the credit to appear on your credit statement If you should have any additional questions or concerns, please feel free to contact me directlyThanks & Have a Terrific Day! [redacted] HELP Plumbing,Heating,Cooling and Electric Office: 513-333-HELP (4357) www.333HELP.com

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 response from the company sounds like a standard response The technician gave my husband options - try to replace a coil for $and if that doesn't work than replace both systems for $10,(meaning if the $didn't work we would then be in for a total of 13800) The second opinion we had fixed the problem for less than $ If the entire unit fails, than I agree with replacing But the options given were no where near the $repair we received And I don't see why we would replace a whole unit if it's not broken and can be fixed for $ The technician also said our furnace was years old? Our house was built in That's years I don't think they built a new house and put in a year old furnace When my husband told the technician this, the technician just said 'that's what the furnace id number tells him' Well, how about a little logic here I will not be using them again, nor will I recommend them to anyone My sister also will be discontinuing her service with them Regards, [redacted]

[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] ***

[redacted] I hate to hear that you felt your recent service call with HELP was anything but forthright and honest HELP prides itself on our principles and strives to ensure all clients are treated with honesty and respect HELP takes matters such as these very serious and try to do everything we can to ensure our field specialists are truly doing what is in your best interest With that being said, I thoroughly reviewed the service call from 6/29/ The Senior Service Specialist that was sent to your home that day completed a thorough evaluation of your entire heating and cooling system His findings were as follows: The contactor was burnt and pitted and beginning to fail, the capacitor had already failed, the compressor was failing to pump, the evaporator coil was very rusted and was likely to be leaking, the ac unit was years old and the furnace was in excess of years old When this information was presented to your husband, our specialist recommended replacement of your entire system as his suggested course of action This recommendation was made for multiple reasons; The cost of immediate repairs needed to get the unit running, the likelihood of additional repairs in the very near future and the overall age and condition of your equipment Your husband agreed with this recommendation and at that time a proposal for replacement was done I completely understand that there are companies out there that will provide temporary solutions to problems and create a "band aid" fix in the short term However, our specialist offered multiple solutions to your problem that ranged from repairing the equipment to ultimately replacing the equipment entirely I do apologize if this was taken in any way as being dishonest, but I feel comfortable in saying that he was providing a long term solution that would save you both time and money in the long term.HELP would be more than willing to send out our HVAC Manager at no charge, to thoroughly go over your system and explain why the recommendation for replacement was made, point out all of the potential concerns with the equipment and provide a greater understanding of the condition of your HVAC system as a whole Please give me a call at your convenience if this is something you would be interested in [redacted] *** HELP™ Plumbing, Heating, Cooling and Electric [redacted]

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.I do not need someone to come out and explain the reasoning I understand it I just disagree with replacing something just because it's old When I can fix it for $and make it last for a longer time, I will go with that before spending alot more before I need to And when I need to replace my AC unit and my Furnace, I will go with someone who doesn't charge $10,for something that I have had others say they can do for much cheaper No further reply is needed I just want people to be aware that HELP will look to replace something just because it's 'about time' instead of fixing smaller problems that might prolong the use of something I also think their charges are much more than many other places (by thousands in this case) Regards, [redacted]

We are currently working with the Revdex.com to resolve this concern An update will be posted once a resolution is achieved

[redacted] ***On 9/27/Help received a call from [redacted] stating thather water heater was leaking and that she was getting low water pressure Help dispatched a Trust certified plumbingspecialist to her home at [redacted] that same day Our plumbing specialist arrived at the homeat 5:p.mon 9/27/ Our plumbingspecialist began to diagnose the issues and discovered a year old waterheater that had failed, causing it to leakHe also discovered that the water pressure coming into the home was atpsi, well above the psi pressure threshold that is suggested by plumbingprofessionals and appliance manufacturersDue to the severity of the failure as well as the age of the waterheater, our plumbing specialist suggested replacing the water heater andinstalling a pressure reducing valve to help prevent future plumbingissues He also suggested a Help clubmembership The membership offered [redacted] an immediate savings on the services of $558.96, as well as numerous futurebenefits Our plumbing specialist, priorto beginning any work, presented [redacted] with his suggestions, along withpricing for all repairs [redacted] ***reviewed the quote and initialed acceptance of all repairs quoted and alsoprovided a signature acknowledging her awareness of the cost of the repairs, aswell as permission to complete the repairsHelps plumbing specialist began the job and stayed at the home until therepair was completed Upon speaking withour plumbing specialist, he informed me that there were members in thehousehold and was going to make certain that he was able to provide them withwater He also informed me that at nopoint did any member of the household indicate that they wanted him to leaveand return in the morning Upon speakingwith the plumbing specialist, he also informed me that there was a fingernailsized ding in the outside jacket of the tankThough this ding does detract from the cosmetic appearance of the tank,it will not impact the performance or safetyOur plumbing specialist disclosed this at time of install and wasadvised to proceed with the installation of the water heaterUpon personally speaking with [redacted] she advised methat she was not happy with the ding in the water heater, as well as beingsigned up for the Help club membershipHelp is offering the following in an effort to resolve the clientsconcern:· Immediate cancellation of the HELP ClubMembership· Refund of $for the first months payment· Still honor Club member pricing for the repairsprovide on 9/27/15· Replace the current tank that has a ding orprovide [redacted] with an additional discount of 10% ($219.32) off of theprice of the repairs.I fully understand that expensive and untimely repairs canbe frustrating, but know that the work our plumbing specialist performed wasnecessary for [redacted] to not only have hot water, but have running water toher home I hope the resolution offeredis acceptable and look forward to getting this matter fully resolved.Regards, [redacted] ***

[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]

Mr***,HELP has refunded $(already refunded) and agreed to have a Senior Plumbing specialist to your home to review options for your sewer line at no charge, in which you declined HELP has also cancelled, without penalty, your year Club membership upon the request of [redacted] *** Regards, [redacted] ***

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

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,
*** ***

Mr*** ***,I appreciate you bringing this matter to my attention. I have investigated your concerns and have discovered the following: On 7/11/help was called to schedule anappointment for an air conditioner that was not cooling. The
appointmentwas scheduled for 7/12/15. On 7/12/HELP sent a fully trained andcertified specialist to your home to diagnose the issue. His preliminarydiagnosis indicated a bad contactor. This diagnosis was made due to theresistance measurement being out of tolerance per manufacturer’s specificationsas well as inadequate voltage readings coming from the contactor. Thisrepair was presented to you and approval to proceed was given both verbally andvia signature. After completing the repair, the air conditioner was stillnot working. However, that repair itself did not fix the air conditioner. At that point the specialist called for a secondopinion from one of our Senior Specialists. The senior specialistdiscovered that the compressor was locked up and provided you with your optionsat that time. The option chosen was to replace the outdoorcondenser unit only due to the house being for sale and your request to keepthe repair as affordable as possible in order to get the ac up andrunning. This option was agreed upon verbally as well as via signature byMr*** ***. On 7/13/our installers arrived to install theoutdoor unit. During the installation, it was discovered that the indoorfurnace control board for the unit had also failed. Our installersreplaced this board at absolutely no charge, to ensure your unit would beworking properly Prior to leaving the home on 7/13/ourinstallers had your air conditioner running properly for the agreed upon pricein the contract.Both of the specialists that HELPsent to your home completed a thorough diagnostic of the system, walkingthrough everything with you present. At the time, everything was workingon the furnace and the outside unit except for the compressor. Once thiswas discovered, you were given the option of replacing the compressor orreplacing the entire condensing unit. While HELP’s installers are highlytrained in their area of expertise, diagnosing a system would not fall intothat realm. HELP fully stands behind the diagnosis of our seniorspecialist. We are so confident in our diagnosis that we offered to sendour lead installer out to your home to reinstall the original equipment at nocharge to verify the diagnosis, but that offer was declined. Though it is unfortunate that multiple components in yoursystem failed, HELP made certain to honor the contract pricing provided to youto fix the issue and ultimately get your AC up and running. I dounderstand that costly repairs can be quite frustrating, but am completelyconfident that HELP provided you with the repairs that were needed to get thesystem functioning properly. HELP will again offer to send our lead installer out to yourhome to reinstall the original equipment at no chargeto verify the diagnosis and to make certain that HELP truly did what was inyour best interest. Regards,*** ***

Ms*** We understand how busy this time of year can be and respect that your time is valuable. While we do everything we possibly can to avoid the need to reschedule any of our appointments, there are times that the volume of emergency calls for people with no heat at all will
deem it necessary. In the event that rescheduling an appointment is necessary, we notify the client as soon as we possibly can. When you notified the office that you had not received a voicemail, which was left at 3:pm on 12/at the phone number we were provided, you were offered a $discount on each tune up that was scheduled and offered an appointment later in the day. We have attached the voicemail that was left notifying you of the need to reschedule Again, we know that time is valuable, especially at this busy time of year. We will still honor the discount that we offered, which would make each furnace tune up only $each, and schedule them at a time that is convenient for both you and your tenant. This is a substantial discount, as each tune up is usually $139. While we did get started on the wrong foot, you will find that we truly do offer our clients World Class Service and we would welcome the opportunity to provide that to you as well

*** * ***,I want to address the concerns you have brought up in yourrecent complaint. It is unfortunate tohear that your ac unit recently stopped working. Based on our records, we last serviced the acon 4/22/and there were no indications that it was having any
issueswhatsoever. On that same appointment on4/22/2014, our specialist did make recommendations that an air cleaner andhaving a source removal completed would be beneficial to your home due to thebuildup found within the ductwork and HVAC system. However, those services were declined at thattime. The source removal, as well ascleaning the blower motor was also suggested to you on 8/31/2012, at which timeyou also declined the recommended services. On 5/13/you contacted HELP to have the air cleanerinstalled and source removal completed. The air cleaner adds an extra layer of defense in your HVAC system thatnot only cleans the air coming into your HVAC system, but also preventscreating additional build up on the air circulating components of yourequipment. The source removal, morecommonly known as duct cleaning provides the following benefits:Clean and disinfect heat and return vents Air sweep all supply lines and sanitize Air sweep all return lines Air sweep and sanitize all main trunk lines and whip main trunklines if needed Vacuum and sanitize plenum and A-coil Electronic air cleaner sanitizing and cleaning if present I will inform you that no refund will be given on thoseservices. The services were recommended,presented and ultimately signed off for approval prior to any work beingcompleted. However, I would be willingto have a Senior HVAC specialist come to your home for a full inspection of theAC system at no charge to you, assuming that you have not already had the unitreplaced. This would allow you toexplore all options available for the ac and to see if the other companies’recommendation of replacement is truly in your best interest.If you should have any questions or concerns, please feelfree to contact me directly.Thanks & Have a Terrific Day!*** ***Mission Control ManagerHELP Plumbing,Heating,Cooling andElectric

Mr***, I have personally investigated the statements in which you brought forth within your complaintI have carefully reviewed each of your concerns as stated and want to be certain to clearly address each one. In regards to the issue listed as number 1: Upon starting the Electrical
repairs at your home, our Electrical specialist requested permission to enter and exit through the garage door. At which point your son opened the door for our Electrical specialist. When your son went to open the garage door, he advised that our electrical specialist hold his ears because there were issues with the garage door. Upon completion of electrical repairs, our electrician exited through the garage. Upon his exit, he simply closed the garage door by hand so not to leave a door open. Upon reviewing your prior conversation with our customer service manager, she informed me that you indicated that the garage door has issues when you attempt to close it from the outside, this was never brought to the attention of our electrical specialist and at no point did anyone advise him not to close the door upon his exiting the homes. This is obviously a preexisting issue with the door and Help assumes no liability for the garage doorIn regards to issue listed as number 2: Help had an electrician to your home to provide a quote regarding electrical repairs. At that point a time was scheduled for that electrician to return. During the time between the quote and having the repairs completed, the original Electrician that quoted the work had left the company. I personally advised the electrician that was sent to complete the repairs clearly write up all of the repairs requested and review them with the homeowner to ensure the scope of work was clearly understood. The electrician did exactly that. He wrote up all of the repairs, reviewed those repairs with *** ***, reviewed the pricing with *** ***, had *** *** provide written authorization to complete the repairs and then completed all of the repairs. Upon completing the repairs, *** *** paid for those repairs. Help does have the signed contract for the amount agreed upon between our electrician and *** ***. The original quote was for $and the new quote was for b$2308.50. The new quote included a larger scope of work that was once again reviewed with and approved by *** ***. However, due to any confusion that may have occurred, Help agreed to refund 50% of the difference between the quotes This amount came to $and has already been processed and refunded to your credit cardIn regards to issue number 3: On January 15th Help sent a drain specialist to your home to perform a drain clean of your main sewer drain. At which point a senior plumbing specialist indicated that there was a blockage in the line approximately 70ft out and set up for a pipe vision of the main sewer line to be completed. This was confirmed with *** *** who was present during the service call. A second appointment was scheduled to complete a pipe vision so that both homeowners could be present Prior to performing the pipe vision, a second attempt to clear the blockage in the line was attempted. Once again, the senior plumbing specialist was unable to get further than ftout due to some obstruction in the line. Upon trying to retrieve the cable, it got stuck on the obstruction and prevented the cable from being able to be retrieved. This was discussed with during the appointment, listed on the paperwork from the appointment and prior to Help placing any tool into your drain system, a drain cleaning liability waiver was signed by *** ***. The drain cleaning liability waiver advises to the homeowner that there is a risk of damage to the line anytime you place an auger into a drain in which the condition is uncertain. At this point, the decision was made by the specialist and the homeowner to not proceed with a further estimate since the line was flowing. Help also made numerous attempts to remove the line from the drain. Separate plumbing specialists were at your home attempting to remove the line for over hours. At this point it was indicated that the cable was stuck in the line and that there would be no charge for the visits on 1/15/and 1/18/ Help has been in direct discussions with both yourself and *** *** regarding the garage door and the difference in the electrical quote. In regards to the issues with the main sewer, Help is willing to send a Senior Plumbing Specialist to your home at no charge to review options for your Main Sewer line. Please feel free to reach out to me directly with any concernsRegards, *** ***

Ms***- HELP was contacted by you to come out to your home for a slow draining sink in the half bath downstairs. Upon arrival, our Trust-Certified Drain Cleaning Specialist found that the drain was very slow. After doing a thorough diagnostic, he recommended replacing the trap in the
sink Once he started the work, it was discovered that there was a leak in the drain inside the wall. Before completing any other work, the issue was presented to your husband and the price for the additional repair was also given. Your husband agreed to and signed off on the repair work that needed to be completed before any additional work was started. The signed invoices authorizing the work and acknowledgement of satisfactory completion of the work are attached All HELP specialists receive over hours of ongoing training each and every year and are qualified to complete the work that we do in the thousands of homes we visit. HELP holds all of the correct licensing to perform the work that was completed at your home. HELP stands behind all of the work that we complete with the best guarantees in town. We can only do that by having the best trained specialists in the field. All of our pricing is fixed and does not change whether it takes five minutes or five days to complete the work. While the job may have taken the specialist longer, you were not charged any additional amounts than what was quoted prior to the work beginning Our HELP Drain Specialist did not perform any work without getting your authorization on the scope of the work and the price that would be charged to be completed. Offering lower pricing for the the services we provide would mean sacrificing the respect for our client’s homes, the training we provide our field specialists, and guarantees we offer our clients. That is something that we simply cannot do

Mr***-We understand that unexpected repairs can be frustrating On 5/15/2017, you called into our office and scheduled for a diagnostic on your AC unit We sent a Trust-Certified technician out to your home on the very same day After performing a thorough diagnostic, the
technician presented his findings and your options to you You chose to sign up for the HELP Club Membership, immediately saving you $off that day's diagnostic fee Your issue with the AC was connected to something with your electric panel, as part of the Club Membership we scheduled the included Electrical Safety Inspection When the Trust-Certified Electrician had completed his thorough diagnosis, he informed you of the issue and presented you with options for repairs You elected to have the electrical repairs completed the very same day, restoring the function of the AC With the HELP Club Membership you received a substantial discount on those repairs.Two months later, you called in and scheduled for another diagnostic on the AC As a courtesy, we waived the diagnostic fee for you Once our Senior Technician completed his thorough diagnostic, he presented his findings and your options to you Based on the age and condition of your AC you choose to look at replacement options versus repairing the unit Four months into your HELP Club Membership, you contacted the office to cancel That is when you were informed that the Club Membership is a month agreement and would need to be completed or paid out before you could cancel Please find the HELP Club Membership enrollment form that you signed attached, along with a copy of the back of every customer copy like the one you received It clearly states that it is a month agreement You did take advantage of some of the services and discounts that are included, but only fulfilled four months of the month agreement.As a courtesy, we have discontinued your enrollment effective immediately Please contact us with any further questions or concerns