Ice Man Cooling and Heating

Revdex.com:I have reviewed the 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.I would like to respond to Iceman with a time sequence and photograph (one of many taken) of the affected area On 7/11/Iceman had a technician respond to our house for a claim made to [redacted] related to our AC not coming on after a brief power outageA technician responded and told us that there was no power to the unit and we needed an electricianThis technician was Steven MichaelSteven left a note at our home saying, “need electrician to restore power to furnace If problem persists contact Iceman to schedule for APT.” Clearly the meaning in this note was that IF the problem was restored and we still needed them to come out, then we had to call Iceman again for another visit.On 7/12/American Home Shield sent out an electrician to look at why there was no AC powerHe flipped a tripped breaker on our outside box and checked the power at the AC unitHe said all that needed was the breaker needed to be reset and nothing else needed to be doneHe also pointed out to me in the attic that the cover to the unit had been removed and was resting next to the unitThere was a tool (wire snips) in the exposed opening of the unitHe told me he did not know why the unit was disassembled, but that the AC company clearly needed to come back and finish their workThe electrician did nothing other than ensure electricity was in the atticHe did not touch or otherwise manipulate anything, including the cover to the AC unit, which was resting on the overflow condensation tray and PVC pipingI personally looked at this to verify what the electrician was telling me at this time.On 7/13/15, after calling Iceman, they respondedMy father was at the home this time, as I needed to be at workThe tech from Iceman called me and said all he had to do was plug the unit in, and he did not know why the electrician did not do thisI pointed out to the tech that this was not true, as I had seen the unit disassembled and had seen that he left tools inside of the exposed opening of the unitI cannot recall what his response was, but it was something to do with why he removed the casing to the unitHe plugged in the unit and verified the AC was working at this time.On 7/20/I arrived home at about hours and observed water on the ceiling in my daughter’s room (where the AC unit in the attic is)Having had a prior issue similar a year ago, I thought the overflow tray may have been clogged by insulation so I immediately got a ladder and looked in the atticI saw that the PVC pipe (threaded fitting) was out of the AC unit where the cover had been resting on the 12thI saw water trickling down the overflow pan and flooding onto the ceiling in my daughter’s roomI immediately called Iceman and then sent an email to Iceman that there was a leak from the tech working around the condensation line At hours, I received an email from [redacted] Kist of Iceman time stamped hoursIt stated, “ [redacted] our tec did not work on your condensation drain linesYou will need to call [redacted] Thanks.”I replied at hoursI wrote a sequence of emails to [redacted] explaining the situation in more detail for him to understand betterI wrote the following, “He worked in the area and must have knocked it offCall me at ###-###-####.” (hours)hours I wrote, “The condensation line is immediately under the handler in the atticYour tech removed the cover and left tools in the handler on his first visit and had to reassemble it on his second visitYou should know the details from me if you don’t have them from himFurther we have the electrician who saw everything disassembled as well and will vouchAll of this is IMMEDIATELY over the condensation lineI have photos and a video of what is occurringThis is on your companyI would expect a call and not a one line email from you in responsePlease call me and send a tech tonightSee the photo attached [redacted] ###-###-####.At hours, I still did not hear backBelieving he had gotten one email already and must be receiving these other emails, I sent him another emailIt reads, “***, when your tech came out the first time, he left a note saying the problem was electrical and not related to the ACHis service notes say we “need an electrician to restore power to furnaceIf problem persists contact iceman to schedule for apt.” The technician had REMOVED the cover to the unit and left tools inside the unitThis unit is immediately over the condensation line, which is now clearly not connectedThe electrician came out and said there was no issue with the electricSo, your tech came out again and said all he had to do was plug the unit inHe then said something about why he left the cover off and a tool inside the unitThis was contradictory to his saying it was an electrical issue, and to call your company again IF we needed you to come outWhy would he leave the unit disassembled and tools in the unit if he did not anticipate coming back out? That was the first clue something was wrongNow, there is a clear issue related to the line not being connectedYour tech was the ONLY one who worked on the unit and the ONLY one who could have caused this issueI don’t believe any quality business should respond with an email like yoursThis is completely contrary to what a reasonable person expectsAs a prior business owner of years, I am shocked by your apathetic responseI do believe you are accountable for this, and I do believe you should rectify it immediatelyIn the interim, damage continues to occurI hold you, your apathy and poor customer service accountable for thisIt is wholly reasonable for us to attribute the current situation to your prior dealings in our homeYou should have called me at [redacted] to handle this tonightI anticipate you fixing this problem.Your tech, Steven Michael, was here on 7/11/ He came back out on 7/13/15.I need the name and phone number of your insurance company if you are not going to help so I can contact them directly[redacted] ”At hours, I sent one last emailIt reads, “***, I have not heard back from you tonightI will be filing a complaint with the registrar of contractors if I don’t have satisfactory resolution of this by tomorrow [redacted] .”On 7/21/at hours, I called and spoke with a female manager at IcemanI asked for [redacted] or his boss but was told [redacted] was the ownerThe female told me that she was aware of the problemI asked why she had not called me yet if she was aware of it and she stated that they were busyShe told me that [redacted] had spoken with her this morning and that normally the repair job for what I had at my house was 300-dollars, but they would only charge me dollars plus partsI told her this was unacceptable and insultingI told her that my intent was to file a complaint with the [redacted] and that the Revdex.com was also notifiedI also stated I would tell my friends not to use their companyI hung up at this point in timeI notified an attorney and talked to them about drafting a letter to the ***.On 7/21/at about hours, I sent an email to ***It stated, “***, I called your office this morning and was told that you were prepared to discount your follow up service to come and repair the harm your technician didI’m amazed at the cavalier attitude you’ve demonstratedI will be notifying the registrar of contractors to file a formal complaintYour lack of concern and professional accountability is impressive [redacted] ”I contacted my home owner’s insurance and discussed subrogating a claim against Iceman based on my documentation and photographs, along with the independent witness (electrician) On 7/21/I received a phone call from a person named [redacted] from Iceman [redacted] explained that he had heard about the issues and wanted a chance to make things rightI explained my reservations and told him that I had arranged for another company to come and fix the ACHe asked that I please give them an opportunity to come and look, independently, to assess the situationThis call was at hoursI agreed to let him come lookI responded back to my home to meet with ***At about hours, I received an email from ***It stated, “***, thanks for the emailIf you think my Tec damaged your drains lines by plugging the unit in you are out of your mindMy office talked with you this am to take care of the problemYou slander my company on the Internet or any other way I’ll be taking full legal action against youAt this point do not contact my office or me via email again.”I immediately called [redacted] and asked if he was aware that [redacted] had sent me this emailHe said he knew about itI told him I was fearful that he was en route to my home and my close to year old father was thereI did not want a dangerous or escalated situation [redacted] assured me that he was going to be unbiased and handle the situation.At about hours, I arrived home and met with *** [redacted] had already been in the atticHe explained that it looked as if the threaded fitting had not been properly attached to the AC unit, but further stated that, given the circumstantial evidence, his technician must have knocked it out of the AC unitBased on that, [redacted] repaired the disconnected PVC fittingHe also pointed out that the drip pan, which had been funneling the water over-flowing from the disconnected pipe, had rusted out [redacted] agreed, in writing, to repair the damage at his company’s expense and replace the drop pan at their expense as well I have copies of all email, text and written correspondence if neededI have photographs and video of the damage if neededI have independent witness information from the electrician, which will corroborate my account of this situation as well.Should [redacted] and the repairmen who are fixing and repainting the dry-wall complete the repairs at no expense to me as promised, I will consider this matter with Iceman rectified I think it prudent and pertinent to note that in ***’s Revdex.com response, he notes that their tech did not work anywhere near the condensation linesHe is flat out wrongHe responded from a position of ignorance which, had he been willing to come out that night, would have been quickly remediedInstead, he chose to argue and deny any responsibility, which aggravated the situationI have no clue where he got the notion about ***I have never used ***, nor do I intend on using it in the futureWhat I can say is that had I chosen to post information about this situation on the internet, in no way shape or form does it constitute slanderThese are all well documented facts that outline the situation with IcemanThose facts aside, I told [redacted] that, based on his quick, positive and professional response, I would not post anything on the internetI told him that I had contacted Revdex.com, but that no letter would be sent to the [redacted] (pending the satisfactory outcome of the events.)As I write this there are presently repairmen working on the drywall.Again, should all of the repairs be finished, I will consider this matter rectified and closed.Another pertinent fact to add is that had the technician only done what [redacted] originally stated, then the technician is negligent in not seeing the line disconnected from the unitThe line is immediately next to the unit and to the opening from the ceilingI know this is not what happened, but ***’s argument is self defeatingThe line was clearly disrupted by the technician.Regards, [redacted]

Over the last two months we have started using Iceman for our AC service needs via [redacted] They have been great in all aspects from Amanda's responsiveness in the office to Curt's high level of technical skills on the service calls We very much appreciate how they do business

Ice Man Cooling and Heating is an excellent company They arrived promptly and we're able to diagnose the problem and fix my air conditioner the same day I would recommend there services to all my friends and family

First off I would like to apologize to the homeowner because she is not happy with our serviceUnfortunately I have to respond because some statements in the complaint are not fact In years of being in the ac business I have never seen a control board damage any other itemsControl boards only redirect power or transfer power, they do not act as a power sourceA surge in power can come from another componant or motor and does not have to come from utility provider and a utility provider can not diagnos an air conditioner and would not be able to say this over the phone as they are not qualified to As customer stated more than item was damaged and also stated that our employee did say the board was failed, at this point I can only say he was right in his diagnosis as this complaint verifiesAlso I can understand how this may look to the customer but the home warranty we work for and the customer is in a contract with, has very specific approvals and denials and we follow them to a TThe price of repair was given over the phone by an office manager and was just an estimate and without knowing what else was damaged a final number was never reached, also all pricing before customer is charged has to go through me and I would have charged under $for just a defrost boardWe are a call committed company with the home warranty company and are held to a standard set in place by the home warranty and they will not allow these type of actions that the customer is stating we are guilty ofCustomer used an outside contractor and also stayed at a hotel which is customers right, but both decisions were made by customer and not my companyI would suggest customer talk to home warranty for possible reimbursement for hotelWe would like to refund the serivce fee of $and give an extra $so the customer can go out to a dinner on usOnce again we do apologize and do understand

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

The whole experience with this company was amazing starting with setting my appointment, I got a message from Bree and called back and spoke with Ashlie Both were so pleasant and helpful and so willing to work with my schedule witch was awesome! Then when the technician came out he took his time and answered all of my questions I did not feel rushed at all he was very detailed in all of his answers but he dumbed them down so I understood themMy AC is working better than it ever has before, I am not worried one bit about this upcoming summer thanks to Iceman! I will definitely be using them in the future!!

I contacted Iceman Cooling and Heating after I had two A/C companies come out to take a look at commercial units on my buildingI received two different quotes for completely different itemsOne company even said my units should be replaced.(They are only years old) After speaking with Ice Man, they quickly got me onto their scheduleThe service tech arrived in a clean work van and the tech was also nicely dressed and presentableAfter about min on the roof the tech came down and let me know what was going on with my unitsA little low on Freon in both units and unit had a bad contactorBeing impressed with the detailed information the technician gave me about my problems I felt confident that I wasn't trying to be ripped offIt was a great experience and my ac units are both working efficiently, which is what we need in AZ to keep bills downThanks again Ice Man! I will definitely recommend you to anyone that has any ac problems

If I could give no stars I wouldWe have a Home Warranty and were forced to use this companyThey are rude and completely unprofessionalWe had them out at our house to fix a swamp cooler the beginning of JulyWhen the left the first time because they needed to order a part, they left the back of the swamp cooler in pieces in my backyardWe spent the next couple of months trying to get a hold of them to find out the statusThey would only call us back each time after numerous voice mails to tell us they were still searching for the part There is a phone number for parts number on the back of the applianceThey said that they couldn't find a the part needed only once we had approval from the home warranty to have it replace did they all the sudden come up with a part that they could useThey finally came out to fix the motor with a generic partThey lost the ***, the screws to hold the back on and the side pads were ruined because THEY left the back off for over monthsWhen I asked about them fixing the issue that they caused, the technician said he would have to check with the office but that they probably wouldn't cover those and that I could go buy the pads myselfHis fix for the [redacted] was that we could just use pliersAfter we didn't hear ANYTHING back from them we called again to find out the statusMy husband was called a liar on the phone because they said they didn't lose the ***, the we were the ones that lost itSo now almost months later they will be coming back out to the house to replace the [redacted] and pads

I do not accept Ice Man's response

Revdex.com:I have reviewed the 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.I would like to respond to Iceman with a time sequence and photograph (one of many taken) of the affected area On 7/11/Iceman had a technician respond to our house for a claim made to [redacted] related to our AC not coming on after a brief power outageA technician responded and told us that there was no power to the unit and we needed an electricianThis technician was Steven MichaelSteven left a note at our home saying, “need electrician to restore power to furnace If problem persists contact Iceman to schedule for APT.” Clearly the meaning in this note was that IF the problem was restored and we still needed them to come out, then we had to call Iceman again for another visit.On 7/12/American Home Shield sent out an electrician to look at why there was no AC powerHe flipped a tripped breaker on our outside box and checked the power at the AC unitHe said all that needed was the breaker needed to be reset and nothing else needed to be doneHe also pointed out to me in the attic that the cover to the unit had been removed and was resting next to the unitThere was a tool (wire snips) in the exposed opening of the unitHe told me he did not know why the unit was disassembled, but that the AC company clearly needed to come back and finish their workThe electrician did nothing other than ensure electricity was in the atticHe did not touch or otherwise manipulate anything, including the cover to the AC unit, which was resting on the overflow condensation tray and PVC pipingI personally looked at this to verify what the electrician was telling me at this time.On 7/13/15, after calling Iceman, they respondedMy father was at the home this time, as I needed to be at workThe tech from Iceman called me and said all he had to do was plug the unit in, and he did not know why the electrician did not do thisI pointed out to the tech that this was not true, as I had seen the unit disassembled and had seen that he left tools inside of the exposed opening of the unitI cannot recall what his response was, but it was something to do with why he removed the casing to the unitHe plugged in the unit and verified the AC was working at this time.On 7/20/I arrived home at about hours and observed water on the ceiling in my daughter’s room (where the AC unit in the attic is)Having had a prior issue similar a year ago, I thought the overflow tray may have been clogged by insulation so I immediately got a ladder and looked in the atticI saw that the PVC pipe (threaded fitting) was out of the AC unit where the cover had been resting on the 12thI saw water trickling down the overflow pan and flooding onto the ceiling in my daughter’s roomI immediately called Iceman and then sent an email to Iceman that there was a leak from the tech working around the condensation line At hours, I received an email from [redacted] Kist of Iceman time stamped hoursIt stated, “ [redacted] our tec did not work on your condensation drain linesYou will need to call [redacted] Thanks.”I replied at hoursI wrote a sequence of emails to [redacted] explaining the situation in more detail for him to understand betterI wrote the following, “He worked in the area and must have knocked it offCall me at ###-###-####.” (hours)hours I wrote, “The condensation line is immediately under the handler in the atticYour tech removed the cover and left tools in the handler on his first visit and had to reassemble it on his second visitYou should know the details from me if you don’t have them from himFurther we have the electrician who saw everything disassembled as well and will vouchAll of this is IMMEDIATELY over the condensation lineI have photos and a video of what is occurringThis is on your companyI would expect a call and not a one line email from you in responsePlease call me and send a tech tonightSee the photo attached [redacted] ###-###-####.At hours, I still did not hear backBelieving he had gotten one email already and must be receiving these other emails, I sent him another emailIt reads, “***, when your tech came out the first time, he left a note saying the problem was electrical and not related to the ACHis service notes say we “need an electrician to restore power to furnaceIf problem persists contact iceman to schedule for apt.” The technician had REMOVED the cover to the unit and left tools inside the unitThis unit is immediately over the condensation line, which is now clearly not connectedThe electrician came out and said there was no issue with the electricSo, your tech came out again and said all he had to do was plug the unit inHe then said something about why he left the cover off and a tool inside the unitThis was contradictory to his saying it was an electrical issue, and to call your company again IF we needed you to come outWhy would he leave the unit disassembled and tools in the unit if he did not anticipate coming back out? That was the first clue something was wrongNow, there is a clear issue related to the line not being connectedYour tech was the ONLY one who worked on the unit and the ONLY one who could have caused this issueI don’t believe any quality business should respond with an email like yoursThis is completely contrary to what a reasonable person expectsAs a prior business owner of years, I am shocked by your apathetic responseI do believe you are accountable for this, and I do believe you should rectify it immediatelyIn the interim, damage continues to occurI hold you, your apathy and poor customer service accountable for thisIt is wholly reasonable for us to attribute the current situation to your prior dealings in our homeYou should have called me at [redacted] to handle this tonightI anticipate you fixing this problem.Your tech, Steven Michael, was here on 7/11/ He came back out on 7/13/15.I need the name and phone number of your insurance company if you are not going to help so I can contact them directly[redacted] ”At hours, I sent one last emailIt reads, “***, I have not heard back from you tonightI will be filing a complaint with the registrar of contractors if I don’t have satisfactory resolution of this by tomorrow [redacted] .”On 7/21/at hours, I called and spoke with a female manager at IcemanI asked for [redacted] or his boss but was told [redacted] was the ownerThe female told me that she was aware of the problemI asked why she had not called me yet if she was aware of it and she stated that they were busyShe told me that [redacted] had spoken with her this morning and that normally the repair job for what I had at my house was 300-dollars, but they would only charge me dollars plus partsI told her this was unacceptable and insultingI told her that my intent was to file a complaint with the [redacted] and that the Revdex.com was also notifiedI also stated I would tell my friends not to use their companyI hung up at this point in timeI notified an attorney and talked to them about drafting a letter to the ***.On 7/21/at about hours, I sent an email to ***It stated, “***, I called your office this morning and was told that you were prepared to discount your follow up service to come and repair the harm your technician didI’m amazed at the cavalier attitude you’ve demonstratedI will be notifying the registrar of contractors to file a formal complaintYour lack of concern and professional accountability is impressive [redacted] ”I contacted my home owner’s insurance and discussed subrogating a claim against Iceman based on my documentation and photographs, along with the independent witness (electrician) On 7/21/I received a phone call from a person named [redacted] from Iceman [redacted] explained that he had heard about the issues and wanted a chance to make things rightI explained my reservations and told him that I had arranged for another company to come and fix the ACHe asked that I please give them an opportunity to come and look, independently, to assess the situationThis call was at hoursI agreed to let him come lookI responded back to my home to meet with ***At about hours, I received an email from ***It stated, “***, thanks for the emailIf you think my Tec damaged your drains lines by plugging the unit in you are out of your mindMy office talked with you this am to take care of the problemYou slander my company on the Internet or any other way I’ll be taking full legal action against youAt this point do not contact my office or me via email again.”I immediately called [redacted] and asked if he was aware that [redacted] had sent me this emailHe said he knew about itI told him I was fearful that he was en route to my home and my close to year old father was thereI did not want a dangerous or escalated situation [redacted] assured me that he was going to be unbiased and handle the situation.At about hours, I arrived home and met with *** [redacted] had already been in the atticHe explained that it looked as if the threaded fitting had not been properly attached to the AC unit, but further stated that, given the circumstantial evidence, his technician must have knocked it out of the AC unitBased on that, [redacted] repaired the disconnected PVC fittingHe also pointed out that the drip pan, which had been funneling the water over-flowing from the disconnected pipe, had rusted out [redacted] agreed, in writing, to repair the damage at his company’s expense and replace the drop pan at their expense as well I have copies of all email, text and written correspondence if neededI have photographs and video of the damage if neededI have independent witness information from the electrician, which will corroborate my account of this situation as well.Should [redacted] and the repairmen who are fixing and repainting the dry-wall complete the repairs at no expense to me as promised, I will consider this matter with Iceman rectified I think it prudent and pertinent to note that in ***’s Revdex.com response, he notes that their tech did not work anywhere near the condensation linesHe is flat out wrongHe responded from a position of ignorance which, had he been willing to come out that night, would have been quickly remediedInstead, he chose to argue and deny any responsibility, which aggravated the situationI have no clue where he got the notion about ***I have never used ***, nor do I intend on using it in the futureWhat I can say is that had I chosen to post information about this situation on the internet, in no way shape or form does it constitute slanderThese are all well documented facts that outline the situation with IcemanThose facts aside, I told [redacted] that, based on his quick, positive and professional response, I would not post anything on the internetI told him that I had contacted Revdex.com, but that no letter would be sent to the [redacted] (pending the satisfactory outcome of the events.)As I write this there are presently repairmen working on the drywall.Again, should all of the repairs be finished, I will consider this matter rectified and closed.Another pertinent fact to add is that had the technician only done what [redacted] originally stated, then the technician is negligent in not seeing the line disconnected from the unitThe line is immediately next to the unit and to the opening from the ceilingI know this is not what happened, but ***’s argument is self defeatingThe line was clearly disrupted by the technicianRegards, [redacted]

Company was prompt, courteous & professional Aside from the warranty company (*** *** ***) causing delays & miscommunications, *** was able to quickly navigate through their red tape to help expedite my repair

Iceman Cooling & Heating Was out at the customers house the next day she called in, *** our service tec inspected the duct work and found a damper unit that was not installed the right way and was missing the straps that allow the damper to hang from the truss in the attic, *** knowing this
would not be covered went out to the service vehicle and returned with some parts to make a repair at the time the best he could dosystem was repaired that day and functional .Home Owner talked with staff and we put her back on for the week after to make full repair to her damper that was not covered by the warranty company at no cost to her

My air went out late last night so I contact my home warranty company and they assigned the issue to Iceman Heating and CoolingGene with Iceman was out today BEFORE the hour window that they told me he would be thereHe was completely honest and fixed the issue within minutesI am very happy with their tech and on how quick they responded to my service request in the middle of an Arizona summerThanks Gene and Iceman!

We were first called out to the property of *** and *** *** @ *** *** *** *** ***, ** *** on 7/11/to look at unit that would not turn on after the homeowner had experienced a power outageOur technician stated that the unit was not receiving enough voltage to run, the
unit requires 115V and was only receiving 1.5V-1.9V, at which time our technician suggested to customer that an electrician should be contacted to correct issue and then call us to rescheduleOur technician visited property for continuation of call after electrician had been to property on 7/13/at which time our technician then plugged in unit, unit functioning properlyWe received customer email on 7/20/accusing our technician of disconnecting\damaging the drain line to unit, when in fact our technician was not working anywhere near the drain line therefor could not be at faultWe are more than willing to send a technician back out to property to repair an remaining issues, however the customer is un-compliant and seems more interested in slandering our company via the Revdex.com, Registrar of Contractors as well as on Social Media including ***Overall we are willing to do our best to remedy the situation, even though the customer seems to be unsatisfied with any of our answers or suggestions. -Iceman Cooling and Heating

Ice Man did return to my home today, Aug 18, They did fix the problem which I appreciate But, I have issues with this business If Ice Man would have communicated with AHS as they said they would, this could have been avoided Another option would have been for them to respond to my calls, voice mails, and email They didn't do that either If they would have simply communicated with me over the past week, this could all have been avoided In addition, our warranty company, AHS, did tell me that the duct work was covered when I spoke to them last week in addition to being written out in my policy I have reviewed the response made by the business in reference to complaint ID ***, and found the resolution to be satisfactory, but their explanation was not. I consider this issue closed, however
Regards,
*** ***

Our office was open over the Holliday weekendFrom am to pm.We would had sent someone back to your house it we had the right phone number on fileAbout you comment that we damaged your unit we sure did notThe part the Tec worked on was a side panel and no the topIt is your responsibility
as a home owner to wait for repair man or womanIf you have pictures of my Tec damaging your unit we would love to help you out with the costBut I'm sure you having a plus old unit it is not the 1st time that is has been worked onI will be sending this to our attorney for the days statements and if you wish I can also build a case on you for thatNo further contact from you to my business via phone or email is necessaryAny problems should go directly to *** and ***

Iceman Cooling & Heating Was out at the customers house the next day she called in, *** our service tec inspected the duct work and found a damper unit that was not installed the right way and was missing the straps that allow the damper to hang from the truss in the attic, *** knowing
this would not be covered went out to the service vehicle and returned with some parts to make a repair at the time the best he could dosystem was repaired that day and functional .Home Owner talked with staff and we put her back on for the week after to make full repair to her damper that was not covered by the warranty company at no cost to her

I do not accept MrsWoods response

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.I would like to respond to Iceman with a time sequence and photograph (one of many taken) of the affected area On 7/11/Iceman had a technician respond to our house for a claim made to *** *** *** related to our AC not coming on after a brief power outageA technician responded and told us that there was no power to the unit and we needed an electricianThis technician was Steven MichaelSteven left a note at our home saying, “need electrician to restore power to furnace If problem persists contact Iceman to schedule for APT.” Clearly the meaning in this note was that IF the problem was restored and we still needed them to come out, then we had to call Iceman again for another visit.On 7/12/American Home Shield sent out an electrician to look at why there was no AC powerHe flipped a tripped breaker on our outside box and checked the power at the AC unitHe said all that needed was the breaker needed to be reset and nothing else needed to be doneHe also pointed out to me in the attic that the cover to the unit had been removed and was resting next to the unitThere was a tool (wire snips) in the exposed opening of the unitHe told me he did not know why the unit was disassembled, but that the AC company clearly needed to come back and finish their workThe electrician did nothing other than ensure electricity was in the atticHe did not touch or otherwise manipulate anything, including the cover to the AC unit, which was resting on the overflow condensation tray and PVC pipingI personally looked at this to verify what the electrician was telling me at this time.On 7/13/15, after calling Iceman, they respondedMy father was at the home this time, as I needed to be at workThe tech from Iceman called me and said all he had to do was plug the unit in, and he did not know why the electrician did not do thisI pointed out to the tech that this was not true, as I had seen the unit disassembled and had seen that he left tools inside of the exposed opening of the unitI cannot recall what his response was, but it was something to do with why he removed the casing to the unitHe plugged in the unit and verified the AC was working at this time.On 7/20/I arrived home at about hours and observed water on the ceiling in my daughter’s room (where the AC unit in the attic is)Having had a prior issue similar a year ago, I thought the overflow tray may have been clogged by insulation so I immediately got a ladder and looked in the atticI saw that the PVC pipe (threaded fitting) was out of the AC unit where the cover had been resting on the 12thI saw water trickling down the overflow pan and flooding onto the ceiling in my daughter’s roomI immediately called Iceman and then sent an email to Iceman that there was a leak from the tech working around the condensation line At hours, I received an email from *** Kist of Iceman time stamped hoursIt stated, “*** our tec did not work on your condensation drain linesYou will need to call *** Thanks.”I replied at hoursI wrote a sequence of emails to *** explaining the situation in more detail for him to understand betterI wrote the following, “He worked in the area and must have knocked it offCall me at ###-###-####.” (hours)hours I wrote, “The condensation line is immediately under the handler in the atticYour tech removed the cover and left tools in the handler on his first visit and had to reassemble it on his second visitYou should know the details from me if you don’t have them from himFurther we have the electrician who saw everything disassembled as well and will vouchAll of this is IMMEDIATELY over the condensation lineI have photos and a video of what is occurringThis is on your companyI would expect a call and not a one line email from you in responsePlease call me and send a tech tonightSee the photo attached*** *** ###-###-####.At hours, I still did not hear backBelieving he had gotten one email already and must be receiving these other emails, I sent him another emailIt reads, “***, when your tech came out the first time, he left a note saying the problem was electrical and not related to the ACHis service notes say we “need an electrician to restore power to furnaceIf problem persists contact iceman to schedule for apt.” The technician had REMOVED the cover to the unit and left tools inside the unitThis unit is immediately over the condensation line, which is now clearly not connectedThe electrician came out and said there was no issue with the electricSo, your tech came out again and said all he had to do was plug the unit inHe then said something about why he left the cover off and a tool inside the unitThis was contradictory to his saying it was an electrical issue, and to call your company again IF we needed you to come outWhy would he leave the unit disassembled and tools in the unit if he did not anticipate coming back out? That was the first clue something was wrongNow, there is a clear issue related to the line not being connectedYour tech was the ONLY one who worked on the unit and the ONLY one who could have caused this issueI don’t believe any quality business should respond with an email like yoursThis is completely contrary to what a reasonable person expectsAs a prior business owner of years, I am shocked by your apathetic responseI do believe you are accountable for this, and I do believe you should rectify it immediatelyIn the interim, damage continues to occurI hold you, your apathy and poor customer service accountable for thisIt is wholly reasonable for us to attribute the current situation to your prior dealings in our homeYou should have called me at *** *** *** to handle this tonightI anticipate you fixing this problem.Your tech, Steven Michael, was here on 7/11/ He came back out on 7/13/15.I need the name and phone number of your insurance company if you are not going to help so I can contact them directly.*** ***”At hours, I sent one last emailIt reads, “***, I have not heard back from you tonightI will be filing a complaint with the registrar of contractors if I don’t have satisfactory resolution of this by tomorrow*** ***.”On 7/21/at hours, I called and spoke with a female manager at IcemanI asked for *** or his boss but was told *** was the ownerThe female told me that she was aware of the problemI asked why she had not called me yet if she was aware of it and she stated that they were busyShe told me that *** had spoken with her this morning and that normally the repair job for what I had at my house was 300-dollars, but they would only charge me dollars plus partsI told her this was unacceptable and insultingI told her that my intent was to file a complaint with the *** and that the Revdex.com was also notifiedI also stated I would tell my friends not to use their companyI hung up at this point in timeI notified an attorney and talked to them about drafting a letter to the ***.On 7/21/at about hours, I sent an email to ***It stated, “***, I called your office this morning and was told that you were prepared to discount your follow up service to come and repair the harm your technician didI’m amazed at the cavalier attitude you’ve demonstratedI will be notifying the registrar of contractors to file a formal complaintYour lack of concern and professional accountability is impressive*** ***”I contacted my home owner’s insurance and discussed subrogating a claim against Iceman based on my documentation and photographs, along with the independent witness (electrician) On 7/21/I received a phone call from a person named *** from Iceman*** explained that he had heard about the issues and wanted a chance to make things rightI explained my reservations and told him that I had arranged for another company to come and fix the ACHe asked that I please give them an opportunity to come and look, independently, to assess the situationThis call was at hoursI agreed to let him come lookI responded back to my home to meet with ***At about hours, I received an email from ***It stated, “***, thanks for the emailIf you think my Tec damaged your drains lines by plugging the unit in you are out of your mindMy office talked with you this am to take care of the problemYou slander my company on the Internet or any other way I’ll be taking full legal action against youAt this point do not contact my office or me via email again.”I immediately called *** and asked if he was aware that *** had sent me this emailHe said he knew about itI told him I was fearful that he was en route to my home and my close to year old father was thereI did not want a dangerous or escalated situation*** assured me that he was going to be unbiased and handle the situation.At about hours, I arrived home and met with *** had already been in the atticHe explained that it looked as if the threaded fitting had not been properly attached to the AC unit, but further stated that, given the circumstantial evidence, his technician must have knocked it out of the AC unitBased on that, *** repaired the disconnected PVC fittingHe also pointed out that the drip pan, which had been funneling the water over-flowing from the disconnected pipe, had rusted out*** agreed, in writing, to repair the damage at his company’s expense and replace the drop pan at their expense as well I have copies of all email, text and written correspondence if neededI have photographs and video of the damage if neededI have independent witness information from the electrician, which will corroborate my account of this situation as well.Should *** and the repairmen who are fixing and repainting the dry-wall complete the repairs at no expense to me as promised, I will consider this matter with Iceman rectified I think it prudent and pertinent to note that in ***’s Revdex.com response, he notes that their tech did not work anywhere near the condensation linesHe is flat out wrongHe responded from a position of ignorance which, had he been willing to come out that night, would have been quickly remediedInstead, he chose to argue and deny any responsibility, which aggravated the situationI have no clue where he got the notion about ***I have never used ***, nor do I intend on using it in the futureWhat I can say is that had I chosen to post information about this situation on the internet, in no way shape or form does it constitute slanderThese are all well documented facts that outline the situation with Iceman. Those facts aside, I told *** that, based on his quick, positive and professional response, I would not post anything on the internetI told him that I had contacted Revdex.com, but that no letter would be sent to the *** (pending the satisfactory outcome of the events.)As I write this there are presently repairmen working on the drywall.Again, should all of the repairs be finished, I will consider this matter rectified and closed.Another pertinent fact to add is that had the technician only done what *** originally stated, then the technician is negligent in not seeing the line disconnected from the unitThe line is immediately next to the unit and to the opening from the ceilingI know this is not what happened, but ***’s argument is self defeatingThe line was clearly disrupted by the technician.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
They did not address my two main complaintsI would like to know why, even when I offered to pay for service, they said 'no, not really'More importantly, I would like to know why my company sent them out because they supposedly worked on mini splits, but when they got here they said they didn'tIn any other situation the $fee I paid them for the service call would apply towards any repair costsSince they won't fix a job they agreed to do, and quite frankly they were apparently not qualified to do, I now lose that $creditI want them to pay me $
Regards,
*** ***