JLM Services, LLC

This is a customer of a home warranty company we do business forThe home warranty company, which I will refer to as hwc here on out, asked us to diagnose the failure of this homeowner's A/C unitThe hwc has a process we must follow with them because they are the one's deciding on if they are going to repair the unit or not, or replace the unit or notTherefore, we went on May 18th to diagnose the failure and the diagnosis was filed to the hwc on May This is not uncommon because we are running about one business day behind on reporting the diagnosis to the hwcThe hwc then notified us about a week or so later that they are requiring further information about the unit before their Cost Analysis department would approve the repairsWe responded with the information they were requesting on the same day, then on May 30th they approved the replacement parts which the hwc wanted to order the equipment and ship to us to useWe received an email confirmation on June 2nd with the authorization number of the repairsAs soon as we received the parts, we called the homeowner to schedule with them the time they would be home for us to come repair itWe did offer service the same day we received the parts but the homeowner was unable to be home and we had to go another dayThe situation here is that we must wait for the hwc to approve the cost of the repairs, we have no choice but to waitSometimes they approve them fast and sometimes they send it to their Cost Analysis dept for reviewWe did all we could do but unfortunately our hands were tied until we got the authorization to do the repairsThere's nothing we can do to make the process go any faster with the hwc once they receive the diagnosis from usWe simply have to waitIf the homeowner was paying us directly for all repairs instead of going through a hwc, we could have obtained the parts locally and replaced the parts within a day or two of diagnosing the failureThe hwc does not allow us to do thatAs far as the technician telling the homeowner to turn off the unit, that was to keep the unit from any further damage until it was repairedIt was not meant to be insensitive in any wayAs far as the refund the homeowner is asking for, he paid us for his service fee of $plus the cost of the evap coil, both were because the hwc decided he needed to because it's part of his coverage contract with themThey consider that his deductible and/or non-covered costsThe owner of JLM Services, ***, also called [redacted] and his wife and apologized for any confusion and inconvenience they received for the wait and explained to them that this was a process we had to follow with the hwc [redacted] said he understoodAs a peacemaker [redacted] went back to the homeowner's house with another technician to make sure it was still running good and to quote them to replace their unit with a new one (because the unit they have is not efficient enough for the size of their home and the hwc only covers failures so they weren't going to pay to upgrade the unit), this was per ***'s request [redacted] wanted JLM Services to do further work for him and [redacted] deciding that this homeowner wanted too much and complained online too much (on google), he declined to do further work for him stating that we were just too busy, then [redacted] got upset and then after that is when he submitted a complaint to the Revdex.com

From: [redacted] Sent: Wednesday, January 17, 2:PMSubject: Re: [redacted] To whom it may concern,We apologize that you are not satisfied with the work that was done at your homeWe work hard at customer service and do everything we can to insure that every customer has a positive experienceWe appreciate the criticism because we look at it as a chance to improve our service and best practicesWe have tried to contact them on numerous occasions looking for a resolution to the problems but they have not returned our calls or emailsWe look forward to the opportunity to rectify the problem so we invite them to call us and speak to the owner so we can have that chanceOnce again, we apologize for any misunderstanding and look forward to hearing from you so we can have the chance to clear this up

This is a customer of a home warranty company we do business forThe home warranty company, which I will refer to as hwc here on out, asked us to diagnose the failure of this homeowner's A/C unitThe hwc has a process we must follow with them because they are the one's deciding on if they are
going to repair the unit or not, or replace the unit or notTherefore, we went on May 18th to diagnose the failure and the diagnosis was filed to the hwc on May This is not uncommon because we are running about one business day behind on reporting the diagnosis to the hwcThe hwc then notified us about a week or so later that they are requiring further information about the unit before their Cost Analysis department would approve the repairsWe responded with the information they were requesting on the same day, then on May 30th they approved the replacement parts which the hwc wanted to order the equipment and ship to us to useWe received an email confirmation on June 2nd with the authorization number of the repairsAs soon as we received the parts, we called the homeowner to schedule with them the time they would be home for us to come repair itWe did offer service the same day we received the parts but the homeowner was unable to be home and we had to go another day. The situation here is that we must wait for the hwc to approve the cost of the repairs, we have no choice but to waitSometimes they approve them fast and sometimes they send it to their Cost Analysis dept for reviewWe did all we could do but unfortunately our hands were tied until we got the authorization to do the repairsThere's nothing we can do to make the process go any faster with the hwc once they receive the diagnosis from usWe simply have to waitIf the homeowner was paying us directly for all repairs instead of going through a hwc, we could have obtained the parts locally and replaced the parts within a day or two of diagnosing the failureThe hwc does not allow us to do that. As far as the technician telling the homeowner to turn off the unit, that was to keep the unit from any further damage until it was repairedIt was not meant to be insensitive in any wayAs far as the refund the homeowner is asking for, he paid us for his service fee of $plus the cost of the evap coil, both were because the hwc decided he needed to because it's part of his coverage contract with themThey consider that his deductible and/or non-covered costs. The owner of JLM Services, ***, also called *** and his wife and apologized for any confusion and inconvenience they received for the wait and explained to them that this was a process we had to follow with the hwc*** said he understoodAs a peacemaker *** went back to the homeowner's house with another technician to make sure it was still running good and to quote them to replace their unit with a new one (because the unit they have is not efficient enough for the size of their home and the hwc only covers failures so they weren't going to pay to upgrade the unit), this was per ***'s request*** wanted JLM Services to do further work for him and *** deciding that this homeowner wanted too much and complained online too much (on google), he declined to do further work for him stating that we were just too busy, then *** got upset and then after that is when he submitted a complaint to the Revdex.com.

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
Regards,
*** *** No one has tried to call or email us back. We have the number saved into our phones and my email is still the same. We would like to again request a refund. This business is a joke and they were nothing but rude to us

We have tried to contact this customer on several occasions attempting to resolve this issue and we have in the past offered a refund which was not acceptedWe will again offer the customer a refund of $as requested by him in this complaintWe look forward to any constructive criticism as an opportunity to improve our customer serviceWe will have the check on the way to the address in the complaint no later then Tuesday of next week

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
Regards,
*** *** No one has tried to call or email us back. We have the number saved into our phones and my email is still the same. We would like to again request a refund. This business is a joke and they were nothing but rude to us

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
We called *** Home warranty again and asked to work with another contractor and were placed with * *** HVACTheir service was prompt and professionalWhen they visited our house, they discovered that the air filters needed to be replaced, the refrigerant needed to be cleaned/replaced and that JLM had installed two TXV units creating low pressure in our systemJLM did clean our outside unit but that was on their second visit, days after they replaced the evaporating coil (therefore another detail missed). Considering all of these pieces of the puzzle that were missed or done incorrectly, it's clear that JLM appeared to be in a "get in and get out" mindset and failed to view the system as a whole. Upon further follow up with JLM in mid June, they offered to replace our unit at a bargain price of $When we called a few days later to accept their offer, the owner told me that he could no longer replace our unit because he was contacted by *** and told not to work with their customers, that he was being "blocked"Of course I called *** and they very plainly stated that their customers are free to work with whomever they choose; *** does not block customersIt is my impression and guess that JLM was using *** Home Warranty as a facade and escape route to refuse the offer they had previously made.
Regards,
*** ***

From: *** *** Sent: Wednesday, January 17, 2:PMSubject: Re: *** To whom it may concern,We apologize that you are not satisfied with the work that was done at your homeWe work hard at customer service and do everything we can to insure that every customer has a positive
experienceWe appreciate the criticism because we look at it as a chance to improve our service and best practicesWe have tried to contact them on numerous occasions looking for a resolution to the problems but they have not returned our calls or emailsWe look forward to the opportunity to rectify the problem so we invite them to call us and speak to the owner so we can have that chanceOnce again, we apologize for any misunderstanding and look forward to hearing from you so we can have the chance to clear this up.

We have tried to contact this customer on several occasions attempting to resolve this issue and we have in the past offered a refund which was not acceptedWe will again offer the customer a refund of $as requested by him in this complaintWe look forward to any constructive criticism as an opportunity to improve our customer serviceWe will have the check on the way to the address in the complaint no later then Tuesday of next week

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
We called *** Home warranty again and asked to work with another contractor and were placed with * ***? HVACTheir service was prompt and professionalWhen they visited our house, they discovered that the air filters needed to be replaced, the refrigerant? needed to be cleaned/replaced and that JLM had installed two TXV units creating low pressure in our systemJLM did clean our outside unit but that was on their second visit, days after they replaced the evaporating coil (therefore another detail missed).? Considering all of these pieces of the puzzle that were missed or done incorrectly, it's clear that JLM appeared to be in a "get in and get out" mindset and failed to view the system as a whole.? Upon further follow up with JLM in mid June, they offered to replace our unit at a bargain price of $When we called a few days later to accept their offer, the owner told me that he could no longer replace our unit because he was contacted by *** and told not to work with their customers, that he was being "blocked"Of course I called *** and they very plainly stated that their customers are free to work with whomever they choose; *** does not block customersIt is my impression and guess that JLM was using *** Home Warranty as a facade and escape route to refuse the offer they had previously made.?
Regards,
*** ***

From: [redacted] Sent: Wednesday, January 17, 2018 2:32 PMSubject: Re: [redacted] To whom it may concern,We apologize that you are not satisfied with the work that was done at your home. We work hard at customer service and do everything we can to insure that every customer has a positive...

experience. We appreciate the criticism because we look at it as a chance to improve our service and best practices. We have tried to contact them on numerous occasions looking for a resolution to the problems but they have not returned our calls or emails. We look forward to the opportunity to rectify the problem so we invite them to call us and speak to the owner so we can have that chance. Once again, we apologize for any misunderstanding and look forward to hearing from you so we can have the chance to clear this up.

This is a customer of a home warranty company we do business for. The home warranty company, which I will refer to as hwc here on out, asked us to diagnose the failure of this homeowner's A/C unit. The hwc has a process we must follow with them because they are the one's deciding on if they are...

going to repair the unit or not, or replace the unit or not. Therefore, we went on May 18th to diagnose the failure and the diagnosis was filed to the hwc on May 22. This is not uncommon because we are running about one business day behind on reporting the diagnosis to the hwc. The hwc then notified us about a week or so later that they are requiring further information about the unit before their Cost Analysis department would approve the repairs. We responded with the information they were requesting on the same day, then on May 30th they approved the replacement parts which the hwc wanted to order the equipment and ship to us to use. We received an email confirmation on June 2nd with the authorization number of the repairs. As soon as we received the parts, we called the homeowner to schedule with them the time they would be home for us to come repair it. We did offer service the same day we received the parts but the homeowner was unable to be home and we had to go another day. The situation here is that we must wait for the hwc to approve the cost of the repairs, we have no choice but to wait. Sometimes they approve them fast and sometimes they send it to their Cost Analysis dept for review. We did all we could do but unfortunately our hands were tied until we got the authorization to do the repairs. There's nothing we can do to make the process go any faster with the hwc once they receive the diagnosis from us. We simply have to wait. If the homeowner was paying us directly for all repairs instead of going through a hwc, we could have obtained the parts locally and replaced the parts within a day or two of diagnosing the failure. The hwc does not allow us to do that. As far as the technician telling the homeowner to turn off the unit, that was to keep the unit from any further damage until it was repaired. It was not meant to be insensitive in any way. As far as the refund the homeowner is asking for, he paid us for his service fee of $100 plus the cost of the evap coil, both were because the hwc decided he needed to because it's part of his coverage contract with them. They consider that his deductible and/or non-covered costs. The owner of JLM Services, [redacted], also called [redacted] and his wife and apologized for any confusion and inconvenience they received for the wait and explained to them that this was a process we had to follow with the hwc. [redacted] said he understood. As a peacemaker [redacted] went back to the homeowner's house with another technician to make sure it was still running good and to quote them to replace their unit with a new one (because the unit they have is not efficient enough for the size of their home and the hwc only covers failures so they weren't going to pay to upgrade the unit), this was per [redacted]'s request. [redacted] wanted JLM Services to do further work for him and [redacted] deciding that this homeowner wanted too much and complained online too much (on google), he declined to do further work for him stating that we were just too busy, then [redacted] got upset and then after that is when he submitted a complaint to the Revdex.com.