Home Energy Savings Specialists

In response to this complaint, in regards to this customer, we regret that they are not satisfied with our services We are informing you as to the circumstancesOn 7/23/we visited the home on behalf of a home warranty companyOur findings at the time of visit were that the schrader valves were slightly loose and the freon level was low We tightened the schrader valves and added pounds of freonWe collected the customer's $deductible and left the residenceWe were then contacted via telephone call from the customer stating that they were continuing to have the same issueAt this time we explained to the customer that a return trip would be needed ( in which we would NOT need to collect any more funds from the customer) due to it being a recall per home warranty guidelines We also explained to the customer that if the freon had leaked back down then something might need to be replaced and before we could put any additional freon in, that would have to be addressedAll diagnosis and repairs have to be approved through the warranty companyThe customer became agitated and used some profanity when the information was presented On that note, we informed them that we would be calling the warranty company immediately to have them re-assigned to another service providerWe informed the warranty company and they were reassigned We only visited this home one timeNo refunds will be given

In response to this complaint, in regards to this customer, we regret that they were not satisfied with our servicesWe are informing you of the circumstancesThis customer was referred to us by a national home warranty companyThe company orders parts on a national basis, therefore we have no control over when parts are available locallyWe cannot schedule work until parts have arrived locallyWhen the parts were confirmed to be available, the customer was contacted on Monday to schedule her installation for Wednesday morning We understood that she wanted to be serviced earlier and explained as to why Wednesday would be the earliest that we could get to herThe customer was reassigned to another provider.In reference to the diagnosis, there was not a missed diagnosisWhen we returned to install the coil, we found a problem with the compressor as well It was immediately reported to the warranty company so that the part could be ordered.It is unfortunate that we were unable to provide service to this customerWe do hope that her problems have been resolved

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.]it was determined at the time of the second review that there was not sufficient diagnostics performed at the home during the first visit including but not limited to checking the filter which is a required diagnostic to properly gauge he amount of freon needed to be added to the unitAs a result their was an excess of freon added to our unit as a direct result of the businesses lack of proper diagnostic testingThis resulted in a second failure and need for the second visitRefund of our deposit for service and reimbursement for electric bill overages is still requestedThese findings have been confirmed and documented by the warranty company as well and have aplogized to me for the previous service performed by this company along with lack of customer service provided by the company address here Regards, [redacted]