It is true that we were sent out to represent Mosella Mills & Chris Page's Home Warranty Company We found problems with their outdoor unit, and their indoor evaporator coil had a refrigerant (Freon/Puron) leak Concerning the outdoor cover:We did in fact leave the side cover off of the outdoor unit on the outside while we were there Fortunately the customer was able to inform us of our error, and we responded quickly and put the cover on the unit Concerning(Several days later):It was on the 26th day that we were called that there was a problem.Concerning the Statement(about forgetting to test lines):I am the technician that went out, and I never said anything about the installers "probably forgot to test the lines." It was never our policy to test those lines On some jobs we replace the entire condensate lines, at a cost to the home warranty company or the homeowners However both the home warranty companies & their customers typically prefer for us to do things as cheaply as possible, which we did in this situation.Concerning the Statement(about being plumbers) In explaining that we are not plumbers, that is because of a courtesy we extended in #making a new condensate free of charge, #re-plumbing her hot water heater discharge tube to make it safer than it was, and we believe we brought it up to code, but in her invoice mentioned that we are not plumbers so we would obviously recommend her have a plumber check out our work.Concerning the Statement(The condensation had backed up onto my floor):We agree that that is what happened The condensate did backup onto the floor When I was on site I told the customer they could call a plumber to verify where the clog was, or I could make cuts in the pipe to show her where the clog was Then I even went farther to say if they thought they might pursue trying to have us be liable they might be better off to have the plumber come She was fine with watching me cut the pipe On the third cut right at the water heater tie in when I cut there all the condensate water came out of the PVC coming from the evaporator Concerning the PVC condensate line Because of the improper way the water heater was tied in, we could have not replaced the plumbing going further than the tie in, as her previous plumber had done the work improperly When we went out, their outdoor unit was broken, and so was their evaporator coil inside We replaced those items, and they now function We didn't replace all of their ductwork in the house, we didn't replace their furnace, and we didn't originally make a new condensate line We tied into their existing plumbing, which is very common Manufacturers recommend cleaning those out annually The pictures I took onside show I believe that she has not been having the yearly service done to her drains.We replaced the condensate as a courtesy, and not because we felt at fault I mentioned multiple times while I was there that she may want to have a different plumber there, but I showed he conclusively where the clog was, and it was past the point where the water heater was hooked in improperly Concerning the front office having requests for the insurance companies phone number, they are supposed to refer home warranty customers to the home warranty company concerning any insurance issues I have had a conversation with the front office and looked in your customer notes, and they said that we did not get phone calls asking for the insurance information for your account There was one request on your account for our insurance information, and we referred you to the home warranty company, which is our policy, and they gave you the information as they were supposed to.Concerning what the adjuster may have said, I have no idea I have pictures before and after, and our work was done properly.Concerning having the insurance company deny the claim, we have been in business for years, and have never had a claim before, and we showed you where the clog was, and it was at least 8' running feet from the work that we did We are very sad that you have had this damage to your floor, which is why while we were there, we did the things we did for you out of kindness However, it seems as you would prefer to pervert our kindness into us accepting fault Mosella, the clog was after the water heater connection, and both you and I know that.Rob
case ID ***This is Rob H*** with Baptist Heating & Air IncI just talked to Mr*** concerning this account, he has stated that he recieved the two checks we sent him(which should have included one for $20, and one for $110.) He said at this time there is nothing he expects us to
do further I asked him if there was anything else I could do to try to make him happy, and he said no I think the issue is resolved. I am sorry that this was sent to us again, we sent him the first check on 7/and the second check on 8/according to our notes, when this poped up as a second complaint, the office put it on my list to deal with, and I am sorry it has taken days from the time you sent this to us, but everything I have checked out, looks like my people were doing as good as they could to solve his problem if you have any questions,please don't hesitate to call me 317-966-0654Rob H*** Email is slow We get on average 50+ emails a day Good old fashioned voice is king
It is true that we were sent out to represent Mosella Mills & Chris Page's Home Warranty Company We found problems with their outdoor unit, and their indoor evaporator coil had a refrigerant (Freon/Puron) leak Concerning the outdoor cover:We did in fact leave the side cover off of
the outdoor unit on the outside while we were there Fortunately the customer was able to inform us of our error, and we responded quickly and put the cover on the unit Concerning(Several days later):It was on the 26th day that we were called that there was a problem.Concerning the Statement(about forgetting to test lines):I am the technician that went out, and I never said anything about the installers "probably forgot to test the lines." It was never our policy to test those lines On some jobs we replace the entire condensate lines, at a cost to the home warranty company or the homeowners However both the home warranty companies & their customers typically prefer for us to do things as cheaply as possible, which we did in this situation.Concerning the Statement(about being plumbers) In explaining that we are not plumbers, that is because of a courtesy we extended in #making a new condensate free of charge, #re-plumbing her hot water heater discharge tube to make it safer than it was, and we believe we brought it up to code, but in her invoice mentioned that we are not plumbers so we would obviously recommend her have a plumber check out our work.Concerning the Statement(The condensation had backed up onto my floor):We agree that that is what happened The condensate did backup onto the floor When I was on site I told the customer they could call a plumber to verify where the clog was, or I could make cuts in the pipe to show her where the clog was Then I even went farther to say if they thought they might pursue trying to have us be liable they might be better off to have the plumber come She was fine with watching me cut the pipe On the third cut right at the water heater tie in when I cut there all the condensate water came out of the PVC coming from the evaporator Concerning the PVC condensate line Because of the improper way the water heater was tied in, we could have not replaced the plumbing going further than the tie in, as her previous plumber had done the work improperly When we went out, their outdoor unit was broken, and so was their evaporator coil inside We replaced those items, and they now function We didn't replace all of their ductwork in the house, we didn't replace their furnace, and we didn't originally make a new condensate line We tied into their existing plumbing, which is very common Manufacturers recommend cleaning those out annually The pictures I took onside show I believe that she has not been having the yearly service done to her drains.We replaced the condensate as a courtesy, and not because we felt at fault I mentioned multiple times while I was there that she may want to have a different plumber there, but I showed he conclusively where the clog was, and it was past the point where the water heater was hooked in improperly Concerning the front office having requests for the insurance companies phone number, they are supposed to refer home warranty customers to the home warranty company concerning any insurance issues I have had a conversation with the front office and looked in your customer notes, and they said that we did not get phone calls asking for the insurance information for your account There was one request on your account for our insurance information, and we referred you to the home warranty company, which is our policy, and they gave you the information as they were supposed to.Concerning what the adjuster may have said, I have no idea I have pictures before and after, and our work was done properly.Concerning having the insurance company deny the claim, we have been in business for years, and have never had a claim before, and we showed you where the clog was, and it was at least 8' running feet from the work that we did We are very sad that you have had this damage to your floor, which is why while we were there, we did the things we did for you out of kindness However, it seems as you would prefer to pervert our kindness into us accepting fault Mosella, the clog was after the water heater connection, and both you and I know that.Rob
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The subject of the ductwork came up during my initial assessment of the property I informed Mr *** that our price did not include any ductwork, that our price was for a furnace and a/c replacement There was no power at that time, and would have been impossible to have
gotten any type of an idea if the ductwork was okay or not anyway, which we discussed Further, it is true that we made multiple trips to try to acess the situation under your house, but each time until this last time there was water standing under the house, making it impossible to even check things out Last week our technician came out and found a dry crawlspace for the first time He did look over the ductwork, and gave a report that some of it had been eaten by animals, which could be replaced, and that some of the ductwork was lying on the ground, which is not okay, especially when there has been standing water in your crawlspace for months The flex duct lying in the water makes the flex duct detwriorate After talking things over we also decided that we believe increasing the airflow will be of benefit, in tour high static situation (type of ductwork) When we called on Monday to offer some solutions were told that you have found a contractor who does do manufactured home ductwork, which we do not do While the technician was there, additionally, we found your filter full of insulation from the attic Our agreement was that Mr*** would repair the drywall above the furnace, and we would reuse the old flue as a chase If that area does not get finished, insulation will continue to clog up the filters and allow heat in the summertime into the home I am very sorry you are unhappy I was told by my office staff that you had found a solution you were happy with on Monday We are still willing to come out and adjust your blower settings, which we think will improve things, and if the section of flex that has disintegrated because of the water is replaced, I believe your system will heat and cool your house just fine. Rob H***
This is what you posted to Google:I went through my home warranty company to meet this so called company it's the middle of the winter a cold one might I add they come out and say my furnace need a common easy to get part but it takes them weeks to come out and put part on in that time house
running on heat pump I get a $heat bill so I call my warranty company they say they hands tie they paid them they have to give them a chance I called baptist they say them have part but no time to come I say it's been weeks so they come out days later the owner of company puts a part on wrong and furnace starts making loud vibrations noise shaking walls in my home after he leaves I call them right back to tell them here it is weeks later they still haven't come and I'm expecting another dollar heat bill my warranty company said they won't answer or reply to them to see what's going on or won't send invoice they won't even come and check their mistakes do not use this company is a scam.Our Response:The owner of Baptist Heating has not been to your houseWe went to your house on the 21st and 30th of DecemberWe found dog feces and urine in the area of the unit, which probably caused coorosion of your control boardAnd we found an evaporator and blower wheel that was very dirty also the Blower wheel is completely packedWe obtained the control board and installed on the 30thWe did note the loud noise that the system was making in our report, however the system was making that noise before the part installation, and the part has nothing to do with the noiseIf you think there is a problem concerning your electric bills, we agree, if you believe the unit is using too much energy, you need to start by having your system cleaned as I'm sure your warranty contract requires, along with the manufacturers requirements, and that matches our recommendationWe definitely believe your system needs servicedThen you should contact your home warranty companyWe believe serious repair or replacement may be in order, but we would not be able to do the install due to the conditions surrounding the unitWe did notate that the evaporator coil was pretty nasty, and fullYou cannot get rated efficiency with dirty equipmentOur recommendation is to clean up the area the equipment is located in and then have a company try to clean the coil, then take another look at the stats of the machineAnd then chart a plan going forwardWe hope you are able to make progressLastly, you said that we did not respond to the home warranty company, however we did give them our report, I think your confusion is due to the fact there is nothing else we can do for youThe home warranty company can send out another vendor, we are just not able to go out because of the conditions in the area of the air handler.It does not take us weeks to come out That is untrue The truth is that we came out the next day after we were given your claim However according to our notations, on our first trip you appeared inebriated on the phone to our technician, and claimed to be at a bar, and after calling your wife cuss words, said that she would meet us at your house Whence we arrived the area was a hazardous work area There was dog feces and urine all over Our technician noted a working system at that time Both emergency heat and heat pump heat Your only mechanical system "problem" other than horrible maintenance was the fact the Blower ran constantly (blowing cold air on off cycles) This was caused by a bad control in the air handler No functional problems causing it not to heat Other than it needed cleaned severely which honestly is beyond what we can help with. Then you claim some ridiculous time frame elapsed that didn'tNine days later we came on a scheduled day and installed the part No parts take weeks to get, if there are some parts like that I'm unaware of them Our second technician also reported that the system was functioning as correctly as it possibly could considering its conditions I'd like to note here that the manufacturer of your equipment, and common sense dictates that the unit cannot possibly operate correctly unless it is clean You will ultimately destroy your unit because of lack of maintenance. What you are posting online, along with your threats to our office personnel dictated the hanging up on you that they did at the last We have contacted the home warranty and let them know of the situationew, and you and they are welcome to have other contractors go out, but I could not possibly with a good conscience ever send technicians to your house sir
It is true that we were sent out to represent Mosella Mills & Chris Page's Home Warranty Company We found problems with their outdoor unit, and their indoor evaporator coil had a refrigerant (Freon/Puron) leak Concerning the outdoor cover:We did in fact leave the side cover off of the outdoor unit on the outside while we were there Fortunately the customer was able to inform us of our error, and we responded quickly and put the cover on the unit Concerning(Several days later):It was on the 26th day that we were called that there was a problem.Concerning the Statement(about forgetting to test lines):I am the technician that went out, and I never said anything about the installers "probably forgot to test the lines." It was never our policy to test those lines On some jobs we replace the entire condensate lines, at a cost to the home warranty company or the homeowners However both the home warranty companies & their customers typically prefer for us to do things as cheaply as possible, which we did in this situation.Concerning the Statement(about being plumbers) In explaining that we are not plumbers, that is because of a courtesy we extended in #making a new condensate free of charge, #re-plumbing her hot water heater discharge tube to make it safer than it was, and we believe we brought it up to code, but in her invoice mentioned that we are not plumbers so we would obviously recommend her have a plumber check out our work.Concerning the Statement(The condensation had backed up onto my floor):We agree that that is what happened The condensate did backup onto the floor When I was on site I told the customer they could call a plumber to verify where the clog was, or I could make cuts in the pipe to show her where the clog was Then I even went farther to say if they thought they might pursue trying to have us be liable they might be better off to have the plumber come She was fine with watching me cut the pipe On the third cut right at the water heater tie in when I cut there all the condensate water came out of the PVC coming from the evaporator Concerning the PVC condensate line Because of the improper way the water heater was tied in, we could have not replaced the plumbing going further than the tie in, as her previous plumber had done the work improperly When we went out, their outdoor unit was broken, and so was their evaporator coil inside We replaced those items, and they now function We didn't replace all of their ductwork in the house, we didn't replace their furnace, and we didn't originally make a new condensate line We tied into their existing plumbing, which is very common Manufacturers recommend cleaning those out annually The pictures I took onside show I believe that she has not been having the yearly service done to her drains.We replaced the condensate as a courtesy, and not because we felt at fault I mentioned multiple times while I was there that she may want to have a different plumber there, but I showed he conclusively where the clog was, and it was past the point where the water heater was hooked in improperly Concerning the front office having requests for the insurance companies phone number, they are supposed to refer home warranty customers to the home warranty company concerning any insurance issues I have had a conversation with the front office and looked in your customer notes, and they said that we did not get phone calls asking for the insurance information for your account There was one request on your account for our insurance information, and we referred you to the home warranty company, which is our policy, and they gave you the information as they were supposed to.Concerning what the adjuster may have said, I have no idea I have pictures before and after, and our work was done properly.Concerning having the insurance company deny the claim, we have been in business for years, and have never had a claim before, and we showed you where the clog was, and it was at least 8' running feet from the work that we did We are very sad that you have had this damage to your floor, which is why while we were there, we did the things we did for you out of kindness However, it seems as you would prefer to pervert our kindness into us accepting fault Mosella, the clog was after the water heater connection, and both you and I know that.Rob
case ID ***This is Rob H*** with Baptist Heating & Air IncI just talked to Mr*** concerning this account, he has stated that he recieved the two checks we sent him(which should have included one for $20, and one for $110.) He said at this time there is nothing he expects us to
do further I asked him if there was anything else I could do to try to make him happy, and he said no I think the issue is resolved. I am sorry that this was sent to us again, we sent him the first check on 7/and the second check on 8/according to our notes, when this poped up as a second complaint, the office put it on my list to deal with, and I am sorry it has taken days from the time you sent this to us, but everything I have checked out, looks like my people were doing as good as they could to solve his problem if you have any questions,please don't hesitate to call me 317-966-0654Rob H*** Email is slow We get on average 50+ emails a day Good old fashioned voice is king
It is true that we were sent out to represent Mosella Mills & Chris Page's Home Warranty Company We found problems with their outdoor unit, and their indoor evaporator coil had a refrigerant (Freon/Puron) leak Concerning the outdoor cover:We did in fact leave the side cover off of
the outdoor unit on the outside while we were there Fortunately the customer was able to inform us of our error, and we responded quickly and put the cover on the unit Concerning(Several days later):It was on the 26th day that we were called that there was a problem.Concerning the Statement(about forgetting to test lines):I am the technician that went out, and I never said anything about the installers "probably forgot to test the lines." It was never our policy to test those lines On some jobs we replace the entire condensate lines, at a cost to the home warranty company or the homeowners However both the home warranty companies & their customers typically prefer for us to do things as cheaply as possible, which we did in this situation.Concerning the Statement(about being plumbers) In explaining that we are not plumbers, that is because of a courtesy we extended in #making a new condensate free of charge, #re-plumbing her hot water heater discharge tube to make it safer than it was, and we believe we brought it up to code, but in her invoice mentioned that we are not plumbers so we would obviously recommend her have a plumber check out our work.Concerning the Statement(The condensation had backed up onto my floor):We agree that that is what happened The condensate did backup onto the floor When I was on site I told the customer they could call a plumber to verify where the clog was, or I could make cuts in the pipe to show her where the clog was Then I even went farther to say if they thought they might pursue trying to have us be liable they might be better off to have the plumber come She was fine with watching me cut the pipe On the third cut right at the water heater tie in when I cut there all the condensate water came out of the PVC coming from the evaporator Concerning the PVC condensate line Because of the improper way the water heater was tied in, we could have not replaced the plumbing going further than the tie in, as her previous plumber had done the work improperly When we went out, their outdoor unit was broken, and so was their evaporator coil inside We replaced those items, and they now function We didn't replace all of their ductwork in the house, we didn't replace their furnace, and we didn't originally make a new condensate line We tied into their existing plumbing, which is very common Manufacturers recommend cleaning those out annually The pictures I took onside show I believe that she has not been having the yearly service done to her drains.We replaced the condensate as a courtesy, and not because we felt at fault I mentioned multiple times while I was there that she may want to have a different plumber there, but I showed he conclusively where the clog was, and it was past the point where the water heater was hooked in improperly Concerning the front office having requests for the insurance companies phone number, they are supposed to refer home warranty customers to the home warranty company concerning any insurance issues I have had a conversation with the front office and looked in your customer notes, and they said that we did not get phone calls asking for the insurance information for your account There was one request on your account for our insurance information, and we referred you to the home warranty company, which is our policy, and they gave you the information as they were supposed to.Concerning what the adjuster may have said, I have no idea I have pictures before and after, and our work was done properly.Concerning having the insurance company deny the claim, we have been in business for years, and have never had a claim before, and we showed you where the clog was, and it was at least 8' running feet from the work that we did We are very sad that you have had this damage to your floor, which is why while we were there, we did the things we did for you out of kindness However, it seems as you would prefer to pervert our kindness into us accepting fault Mosella, the clog was after the water heater connection, and both you and I know that.Rob
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***
The subject of the ductwork came up during my initial assessment of the property I informed Mr *** that our price did not include any ductwork, that our price was for a furnace and a/c replacement There was no power at that time, and would have been impossible to have
gotten any type of an idea if the ductwork was okay or not anyway, which we discussed Further, it is true that we made multiple trips to try to acess the situation under your house, but each time until this last time there was water standing under the house, making it impossible to even check things out Last week our technician came out and found a dry crawlspace for the first time He did look over the ductwork, and gave a report that some of it had been eaten by animals, which could be replaced, and that some of the ductwork was lying on the ground, which is not okay, especially when there has been standing water in your crawlspace for months The flex duct lying in the water makes the flex duct detwriorate After talking things over we also decided that we believe increasing the airflow will be of benefit, in tour high static situation (type of ductwork) When we called on Monday to offer some solutions were told that you have found a contractor who does do manufactured home ductwork, which we do not do While the technician was there, additionally, we found your filter full of insulation from the attic Our agreement was that Mr*** would repair the drywall above the furnace, and we would reuse the old flue as a chase If that area does not get finished, insulation will continue to clog up the filters and allow heat in the summertime into the home I am very sorry you are unhappy I was told by my office staff that you had found a solution you were happy with on Monday We are still willing to come out and adjust your blower settings, which we think will improve things, and if the section of flex that has disintegrated because of the water is replaced, I believe your system will heat and cool your house just fine. Rob H***
This is what you posted to Google:I went through my home warranty company to meet this so called company it's the middle of the winter a cold one might I add they come out and say my furnace need a common easy to get part but it takes them weeks to come out and put part on in that time house
running on heat pump I get a $heat bill so I call my warranty company they say they hands tie they paid them they have to give them a chance I called baptist they say them have part but no time to come I say it's been weeks so they come out days later the owner of company puts a part on wrong and furnace starts making loud vibrations noise shaking walls in my home after he leaves I call them right back to tell them here it is weeks later they still haven't come and I'm expecting another dollar heat bill my warranty company said they won't answer or reply to them to see what's going on or won't send invoice they won't even come and check their mistakes do not use this company is a scam.Our Response:The owner of Baptist Heating has not been to your houseWe went to your house on the 21st and 30th of DecemberWe found dog feces and urine in the area of the unit, which probably caused coorosion of your control boardAnd we found an evaporator and blower wheel that was very dirty also the Blower wheel is completely packedWe obtained the control board and installed on the 30thWe did note the loud noise that the system was making in our report, however the system was making that noise before the part installation, and the part has nothing to do with the noiseIf you think there is a problem concerning your electric bills, we agree, if you believe the unit is using too much energy, you need to start by having your system cleaned as I'm sure your warranty contract requires, along with the manufacturers requirements, and that matches our recommendationWe definitely believe your system needs servicedThen you should contact your home warranty companyWe believe serious repair or replacement may be in order, but we would not be able to do the install due to the conditions surrounding the unitWe did notate that the evaporator coil was pretty nasty, and fullYou cannot get rated efficiency with dirty equipmentOur recommendation is to clean up the area the equipment is located in and then have a company try to clean the coil, then take another look at the stats of the machineAnd then chart a plan going forwardWe hope you are able to make progressLastly, you said that we did not respond to the home warranty company, however we did give them our report, I think your confusion is due to the fact there is nothing else we can do for youThe home warranty company can send out another vendor, we are just not able to go out because of the conditions in the area of the air handler.It does not take us weeks to come out That is untrue The truth is that we came out the next day after we were given your claim However according to our notations, on our first trip you appeared inebriated on the phone to our technician, and claimed to be at a bar, and after calling your wife cuss words, said that she would meet us at your house Whence we arrived the area was a hazardous work area There was dog feces and urine all over Our technician noted a working system at that time Both emergency heat and heat pump heat Your only mechanical system "problem" other than horrible maintenance was the fact the Blower ran constantly (blowing cold air on off cycles) This was caused by a bad control in the air handler No functional problems causing it not to heat Other than it needed cleaned severely which honestly is beyond what we can help with. Then you claim some ridiculous time frame elapsed that didn'tNine days later we came on a scheduled day and installed the part No parts take weeks to get, if there are some parts like that I'm unaware of them Our second technician also reported that the system was functioning as correctly as it possibly could considering its conditions I'd like to note here that the manufacturer of your equipment, and common sense dictates that the unit cannot possibly operate correctly unless it is clean You will ultimately destroy your unit because of lack of maintenance. What you are posting online, along with your threats to our office personnel dictated the hanging up on you that they did at the last We have contacted the home warranty and let them know of the situationew, and you and they are welcome to have other contractors go out, but I could not possibly with a good conscience ever send technicians to your house sir