Home Equity Mortgage Corporation

I am sorry for the inconvenience for Mr [redacted] and we would certainly like the opportunity to meet his expectations regarding his service through American Home ShieldIt is true we serviced Mr [redacted] on 12/14/and added pounds of R-to his system without a leak searchThe $he paid for refrigerant was because AHS only covers $per pound and they require us to collect the additional charge for the refrigerant from the home ownerThis was at reasonable rate and for a physical product that he receivedWith no prior history of service it is customary at times to add refrigerant without a leak search without knowing the size or severity of the leakIf there was an issue regarding the technician or the lack of leak search it would have been best to address the issue with me at time of service so I could have investigated 1) the actions (or lack of) from the service technician on site and 2) Proceeding for authorization for a leak searchInstead months later we receive a fowl review on our Google page without a chance to rectify the situationAt the same time the review was made we received a work order from American Home Shield and attempted to schedule to make the repair the same dayWith the previous history we certainly would get authorization for a leak search and repair/replacement of his systemWhen our dispatcher called to schedule for service, his response was he did not want us out and he wasn’t going to have or company step foot on his propertyHad the customer explained his dissatisfaction with the previous service and given the opportunity for us to make it right to ensure his satisfaction an apology and resolve to solve his issues would be in orderMr [redacted] negative comments leaving no room for discussion or opportunity to address his concerns does not put our dispatcher in the wrong or rude for saying “ok” and getting the call transferred to another companyI don’t think it right to refund a customer for a product that he received and is only now complaining about it because he is having a problem months later after serviceTo show my willingness to accommodate Mr [redacted] I will agree to refund the $if he will agree to remove the negative review on Google that we were not given the opportunity to rectify

I spoke with a representative on the phone on 4/after my home warranty tried to schedule them out for a repairI told them their services were not needed and explained the reasoning for it, being that I am out another $to get repairs doneI also told them I do not want them on my property
since they will not stand by their work and another vendor was already on siteTheir response was oh and that they would cancel the call and that is itNo apology, nothing

Thank you for the opportunity to address the customer's concerns regarding the service to *** *** ***The first item in question being the cost for installing and programming thermostats $on 9/28/per thermostat is a fair market price, I cannot compete with a price found online
for a productThis price was given and accepted by *** *** (I'm assuming a Deacon at the church) and could have been disputed or rejected before performing servicesAs to the service performed by *** Cooling and Heating I spoke with *** *** personally and received the true details to his repairHe found bad wiring for the heater within the packaged unit and no wiring fault in the thermostatsBesides that it clearly states on her invoice that she had a year parts and labor warranty for her thermostats (which is part of what she pays for when paying marked up prices for service from a contractor)In this case, I would have billed her for a service charge as well. MrsSonnier I'm sure is well aware her warranty because she called us back out 10/08/stating the thermostat was not functioning on scheduleAt this time we corrected a schedule issue and found issues on both other units not relating to our work previously performedOne of the issues was a repair to low voltage wires outside that were corroded and caused a shortThis issue had nothing to do with any previous repairs but she was not charged for any repairs or service feeI could have pursued payment but never did*** *** also told me he would not have only charged $per thermostat but that he too would put a mark up on his partsLastly I'm not sure where she found the price given but I am not able to purchase the installed thermostat for the price she mentionedIn summary I'm very sorry she feels she was overcharged for services that she requested and accepted but do not think it fair or just to reimburse her for itSecondly I do not feel it just to reimburse her for a service performed by another contractor that was unrelated to any work performed by us, if she felt it were related to the thermostats she should have contacted us and we would be happy to stand behind our workSo far we have demonstrated our resolve to do so due to the fact we have already serviced her with no charge even though there were also repairs that could have been billed.Sincerely,*** ***- Service manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11420777, and find that this resolution is satisfactory to me
I will remove the review once the $refund has been received
Sincerely,
*** ***

I am sorry for the inconvenience for Mr. [redacted] and we would certainly like the opportunity to meet his expectations regarding his service through American Home Shield. It is true we serviced Mr. [redacted] on 12/14/2015 and added 3 pounds of R-22 to his system without a leak search. The $150 he paid for refrigerant was because AHS only covers $10 per pound and they require us to collect the additional charge for the refrigerant from the home owner. This was at reasonable rate and for a physical product that he received. With no prior history of service it is customary at times to add refrigerant without a leak search without knowing the size or severity of the leak. If there was an issue regarding the technician or the lack of leak search it would have been best to address the issue with me at time of service so I could have investigated 1) the actions (or lack of) from the service technician on site and 2) Proceeding for authorization for a leak search. Instead 4 months later we receive a fowl review on our Google page without a chance to rectify the situation. At the same time the review was made we received a work order from American Home Shield and attempted to schedule to make the repair the same day. With the previous history we certainly would get authorization for a leak search and repair/replacement of his system. When our dispatcher called to schedule for service, his response was he did not want us out and he wasn’t going to have or company step foot on his property. Had the customer explained his dissatisfaction with the previous service and given the opportunity for us to make it right to ensure his satisfaction an apology and resolve to solve his issues would be in order. Mr. [redacted] negative comments leaving no room for discussion or opportunity to address his concerns does not put our dispatcher in the wrong or rude for saying “ok” and getting the call transferred to another company. I don’t think it right to refund a customer for a product that he received and is only now complaining about it because he is having a problem 4 months later after service. To show my willingness to accommodate Mr. [redacted] I will agree to refund the $150 if he will agree to remove the negative review on Google that we were not given the opportunity to rectify.