Help Heating, Cooling, Electric & Plumbing

HELP apologizes if there was any confusion about the HELP Club Membership. On 5/28/16, the client called HELP and scheduled an HVAC diagnostic appointment because the AC was not cooling. One our Trust-Certified technicians went to the home, performed a thorough diagnostic, and
determined that the dual capacitor was bad The client was given the diagnostic and options to get the AC repaired. The client chose to have the repair completed and joined the HELP Club Membership. With the membership, the client received an $discount on the repair and we waived the $diagnostic In joining the Club Membership, the client signed an authorization form to have the monthly charge of $deducted on the 15th of each month. On the authorization form, it states that this is a One Year Agreement The client took advantage of the furnace and air conditioning tune ups that were included as well, valued at $each. The client did call into the office on 12/12/and request to cancel the Club. He was informed by the customer service rep that it was a one year agreement and he would be eligible to cancel after the April payment was received HELP performed the AC tune up on 3/2/17. On 3/20/HELP received a call from the client stating that he was cancelling immediately and would dispute any further charges. The rep asked the client why he wished to cancel, to see if there was something we could resolve for him. The client responded that he doesn’t want it A customer service supervisor tried to contact the client shortly after the client spoke to someone and he did not answer. A message was left asking the client to call her back. There was no return call Attached you will find the original service invoice from 5/28/and the signed HELP Club Membership authorization form HELP does not go out for a tune up just trying to sell new equipment. During the thorough inspection, if parts are malfunctioning, the technician will educate the client. The client is presented with three different options. Immediate repair, to ensure or restore the functionality of the equipment. 2. System renovation, options to prevent future breakdowns, save money, or increase comfort. 3. System Update, look at repairs versus replacement so the client can make an educated decision. HELP ensures that clients have all of the information when it comes to their home comfort systems As courtesy, HELP will cancel the HELP Club Membership for the client immediately. Thank you,Rachel ***, Client Service Manager

*** ***HELP would like to send our HVAC manager to your home to go over the system in your presence to show why the recommendation for replacement was made I realize the unit is currently operational, but based on the diagnosis made by our Senior Specialist, that repair is only a temporary fix to a much greater problem I will personally accompany that manager during this visit verify the diagnosis myself If that is not something you would consider, please let me know.Reagrds,*** ***

Ms. [redacted]-I understand how frustrating it can be when something does not work as it should, especially the AC on a hot day.  When looking through the history for your unit, there were two separate issues initially.  HELP was there, the same day shortly after you called in, each time....

 Each time the unit was in working order before we left.  Last year, our technician diagnosed the unit was low on refrigerant, which is not covered by any warranty, and added dye into the refrigerant.  I spoke with you while the technician was there and explained the process and what the next steps would be.  You did call in on 6/12/17 and scheduled an appointment because the AC was not cooling again.  At this point, we just needed to get a technician out to determine where the leak in the unit was and proceed from there.  Once the technician diagnosed the situation, HELP repaired the unit, at no charge to you, even though the warranty on the unit only covered parts.  While issues can arise, how the issues are handled is important.  Working with HELP means working with a company that stands behind the work we do.  Always doing what is in the client’s best interest guides every decision we make.      Thank you,Rachel [redacted]

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

[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. [redacted],HELP has refunded $288 (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 1 year Club membership upon the request of [redacted].  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 7 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 6/29/16.  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 15 years old and the furnace was in excess of 50 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]
[redacted]
[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]

[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 [redacted]

Ms. [redacted]-   We understand how frustrating it is when your furnace goes out on a bitterly cold day.  HELP was called on 1/2/18 to your home because your furnace was not heating your home.  We sent out a Trust-Certified Technician later that same day.  The Technician performed...

a thorough diagnostic on the equipment and found several issues that needed to be addressed to get the furnace up and running.    While providing service in a timely manner is important, so is the safety of our clients and their families.  When we are called out to inspect any gas furnace, we will inspect the heat exchanger with an inspector cam.  During the inspection, the technician found a crack in the primary heat exchanger.  As a safety precaution, HELP must inform the client of the unsafe gas appliance, give the client information, and turn off the appliance.  Due to the diagnosis, the technician recommended having a Senior Technician out to verify his findings and give you all of your options at no additional cost to you.  The offer was declined because you wanted to call the Home Warranty Company.  Once you called the office to voice your concerns, the HVAC Technical Team Leader reviewed the camera footage and confirmed there is a crack in the heat exchanger.   We stand by the diagnosis given by our Trust-Certified Technician.  If you would like to have the HVAC Team Leader out to confirm the findings, we will happily schedule that at no additional cost to you. Please find the invoice attached.

[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]

Ms. [redacted]-I understand how frustrating it can be when something does not work as it should, especially the AC on a hot day.  When looking through the history for your unit, there were two separate issues initially.  HELP was there, the same day shortly after you called in, each time.  Each time the unit was in working order before we left.  Last year, our technician diagnosed the unit was low on refrigerant, which is not covered by any warranty, and added dye into the refrigerant.  I spoke with you while the technician was there and explained the process and what the next steps would be.  You did call in on 6/12/17 and scheduled an appointment because the AC was not cooling again.  At this point, we just needed to get a technician out to determine where the leak in the unit was and proceed from there.  Once the technician diagnosed the situation, HELP repaired the unit, at no charge to you, even though the warranty on the unit only covered parts.  While issues can arise, how the issues are handled is important.  Working with HELP means working with a company that stands behind the work we do.  Always doing what is in the client’s best interest guides every decision we make.      Thank you,Rachel [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.
The response from the company sounds like a standard response.  The technician gave my husband 2 options - try to replace a coil for $3800 and if that doesn't work than replace both systems for $10,000. (meaning if the $3800 didn't work we would then be in for a total of 13800).  The second opinion we had fixed the problem for less than $100.  If the entire unit fails, than I agree with replacing.  But the options given were no where near the $100 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 $100.  The technician also said our furnace was 50 years old?  Our house was built in 1984.  That's 32 years.  I don't think they built a new house and put in a 20 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]

[redacted],Unfortunately the email to cancel was never received.  HELP will immediately make certain that the membership is canceled and that you are refunded for 5 months of membership.  I apologize for any confusion regarding this matter.  If you should have any future concerns,...

please feel free to call myself directly. Thanks,Bill B[redacted]Client Loyalty Manager

[redacted]On 9/27/15 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 5:43 p.m. on 9/27/15.  Our plumbingspecialist began to diagnose the issues and discovered a 24 year old waterheater that had failed, causing it to leak. He also discovered that the water pressure coming into the home was at110 psi, well above the 80 psi pressure threshold that is suggested by plumbingprofessionals and appliance manufacturers. Due 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 repairs. Helps 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 6 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 tank. Though this ding does detract from the cosmetic appearance of the tank,it will not impact the performance or safety. Our plumbing specialist disclosed this at time of install and wasadvised to proceed with the installation of the water heater. Upon 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 membership. Help is offering the following in an effort to resolve the clientsconcern:·        Immediate cancellation of the HELP ClubMembership·        Refund of $19.95 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]

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 contains some lies/twisted truths, however you want to look at it. First, with regards to the garage door, my son did advise the HELP person to hold his ears.  That is because it is a manual garage door and the lock squeaks (the lock is just a metal deadbolt type bar that inserts into a gap in the metal frame that holds the rollers). There was no problem with the garage door, I had just opened and closed it the evening before. I do not know whether HELP was advised to be careful, since it is a manual door.  I do know that the HELP lawyer(?) that called me yesterday tricked me into saying things out of context and accused my son of knowing there was a problem with the door (which there was not). I had sent them a picture of the garage door with the cable completely out of place. I guess they do not think that their worker would notice that the door was messed up after he closed it? At the end of the conversation with who sounds like their lawyer (I get the impression that he is the one that responded to this complaint), he accused us of trying to get the garage door fixed at their expense. That is despicable. Up until now we have had a great relationship with HELP. I think they are doing a little projecting here. And why did the worker close the garage door?  My son was home and that was obvious.At best the worker accidentally pulled at the door the wrong way with too much force and just left. With regard to the sewer. The first guy came out in January with what has been described as a smaller cutting machine and was unable to get through the obstruction approx 70 feet downstream of the cleanout in the basement. The second crew that came out tried it with a bigger unit and also a camera. First, I did not insist that they come back, but they did to try to finish the job and that much is OK. And they admit that the second crew knew what had been done so far and knew that the obstruction could not be cleared by the first machine. They took a big risk, evidently, and got the second unit stuck. There was no way I could have known at the time to advise them not to proceed with the method of using cable/cutting head, they are the experts not me. Now for the twisted truths. We did sign a waiver, but it was not explained very well. There is no way, not being plumbers ourselves, that something getting stuck might entail as much as 100 feet of large diameter cable being stuck in our sewer. And we did sign on the last invoice (for 0 dollars) that they were unable to proceed because some thing was stuck. But we were not advised of the true nature of the problem, that there is a gnarly coil of cable in/by the cleanout and that all of the cable is in the sewer line. And they offered no solution. With the sewer clogging again last Friday, I did call HELP. The worker who came out had not been informed of the previous incident. He tried to pull out the cable manually and could not. No one was in the office that could help him.  When I spoke to HELP later this past weekend, they offered to send somebody out. They were going to send the same guy out who got it stuck in the first place ([redacted]) and who could not retrieve the cable then. HELP obviously does not have a cable retriever. That is one reason I cannot have them try to remedy the problem. The other reason is that they wanted to send [redacted] out to do an estimate. All of their work is COD and they hurry the customer into signing without really explaining things. By the way, their initial estimate for the electrical work, as HELP indicated, was 6 or 7 hundred dollars lower than another estimate that I had obtained for the work, and their revised estimate was in line with the other estimate. My wife is very nice and trusting and just accepted the estimate. We have always been customers and up until now they have always been a good contractor. . I am glad that they seemingly understand that the first electrician messed up on the list of things to do. But if I can expect that they would do business the same way with this sewer problem, why should I choose them?  Would you? No, I am going to have another contractor explain the options and go through the decision making process with us. Most other contractors that we are dealing with for other house improvements have a professional estimate the job, specialists do the work, and then they send an invoice afterward, none of this COD stuff. From talking to people, I believe that they were wrong to get the cable stuck in the first place. And certainly the way they just left the scene (like the garage door?) is wrong without alerting me to the real problem. Since they have gotten the cable stuck in there to the point where they cannot remove it, I now have not only the expense of removing the original clog, but it looks like work has to done on a perfectly good stretch of sewer line. I should not have to pay for the cable removal.
Regards,
[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.
Date: Sat, Dec 31, 2016 at 3:35 PMSubject: Re: ATTENTION NEEDED: You have a new message from the Revdex.com serving CincinnatiTo: Revdex.com <[email protected]>I kept looking for a follow up email. I did receive anything except this one. This 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 $69 diagnostic.  Our representative did disclose the $69 fee up front, as did our specialist at the home prior to completing the repairs.  The $69 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 1 year contract that if began in July would end in June.  However, I have no issue canceling out the membership and refunding the $39.90 back to your account.  Please...

allow 5-7 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 directly. Thanks
& 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.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
[redacted]