JTS Landscaping Company

I understand your concerns with the service provided and I apologize for any misunderstanding I would like the opportunity to clarify what you were told and what was written on your service work order Our technician found a leak in your coil which he suggested needed replaced He also noticed your air cleaner needed cleaned When a replacement is suggested to your Home Warranty Company, our technicians always give the option to purchase our equipment instead Therefore, you have the choice to take the equipment the home warranty provides or purchase of our equipment And to explain the condenser under your deck, this is recommended by the manufacturer, not necessarily a code issue We HIGHLY recommend you have at least feet because the condensing units need ventilation If another company told you different, then that is their opinion and they are entitled to it At no time did we want you to feel pressured into purchasing something you do not want, we simply do follow up calls on all customers needing replacementsAnd the Home Warranty Company also needed to know your decision with replacing your air conditioning system If you have any other concerns with the service we provided or your equipment, please call our office and our Service Manager would be happy to explain

Please accept our apologies for the incorrect quote on the prices given to you.? We will honor those prices given to you.? Service call $+ $(lb R22) = $235? (less $coupon) = $205.? Upon receipt of the complaint made to Revdex.com, we pulled your original check from being depositedIf you would like we can mail your voided check back to you.? But, we would need the payment of $Please contact us our Office Manager at [redacted] to discuss how you would like to proceedAgain, we apologize for the incorrect quote given to you

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.? Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I would like to apologize on behalf of your home warranty company who did not explain your policy and their procedures. Unfortunately when a furnace needs replaced, the home warranty company does not cover all the costs involved. We as their contractor have to follow the
home warranty’s procedures We did give the pricing upfront and you did have the choice to not use us to istall your furnace. I would like to know who told you that you had no choice because that is not how we conduct business. We have no record of a charge for disposal of your old furnace and we have disposed of your old furnaceBut it was another person or company you had in your home that unistalled your furnace and placed it in another area of your homeThe flue liner was an error on our part but we have installed the liner since then. I can understand your frustration, but calling names and screaming at our service reps is not a solution and not appreciatedWe have made every attempt to accommodate you through this process and keep in mind, we are not the home warranty company and we do not write the contracts. We are simply doing the work that is approved by your home warranty companyWe have, according to our records, completed all work necessary and do not feel a refund is warranted. We do apologize for any misunderstanding between you, the home warranty company, and our service department. We hope you have a better experience next time using your home warranty company

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
* * ***

I understand your concerns with the service provided and I apologize for any misunderstanding I would like the opportunity to clarify what you were told and what was written on your service work order Our technician found a leak in your coil which he suggested needed replaced He also noticed
your air cleaner needed cleaned When a replacement is suggested to your Home Warranty Company, our technicians always give the option to purchase our equipment instead Therefore, you have the choice to take the equipment the home warranty provides or purchase of our equipment And to explain the condenser under your deck, this is recommended by the manufacturer, not necessarily a code issue We HIGHLY recommend you have at least feet because the condensing units need ventilation If another company told you different, then that is their opinion and they are entitled to it At no time did we want you to feel pressured into purchasing something you do not want, we simply do follow up calls on all customers needing replacementsAnd the Home Warranty Company also needed to know your decision with replacing your air conditioning system
If you have any other concerns with the service we provided or your equipment, please call our office and our Service Manager would be happy to explain

We were originally called to service the heat pump in January due to the unit icing up and our last visit was in November 2016. The heat pump was installed by another company, not us. Any labor warranty would go thru them It is unfortunate to have problems with your unit but
we cannot take responsibility for another company’s installation. The few parts we replaced over the past year, we did install those as per the manufacturer’s warranty, but the labor is not covered by the manufacturer. We are unaware of any issue with the heat pump since our last visit in NovemberBut we would be more than willing to send a senior tech out, if there is an issue with the unit again, at no charge for the service call. We cannot guarantee that there would not be a labor charge for a part replacement and/or unit needing replaced. Call our office and we will get you scheduled as soon as possible

When my 20-year old air condenser failed in July, 2017, I called my home-warranty company who contracted “The Installer” -- a new air condenser was installed 8/11/2017. Nine months later, in May, 2018, the air conditioning did not work. I called “the installer”; he told me to call warranty company since it was still within 1-year warranty period. I called warranty company May 30th and May 31st. Every time I called, I received another number to call, to no avail. The only thing I did receive was a renewal for my home warranty. It was extremely hot during June (the thermostat temperature registered mostly in the 80’s but one day it was degrees). In frustration, I called my heating A/C contractor who originally put my furnace in through the home-warranty company. (NOTE: The home warranty was included in sales contract when I purchased my home in and I have not had any problems with my furnace or furnace contractors.) It was some time early June when I contacted my heating & A/C contractor. He advised that whoever installed the air condenser should have changed the furnace coil at the same time, and, also, that he could not add freeon since it might void the air condenser warranty. So, I called “installer” back again and asked if he could come out to add freeon or what did he think the problem was, he replied, “It may be the coil”, so that told me that he knew the coil was the problem. “The installer”, I felt, as good business practice should have checked it to see what it was. I was not being unkind, I was only stating a factI asked “the Mexican” if he needed to look at the furnace; when he came back outside, he said it was ok. I forgot to mention the differentiation between him and “installers” who also said nothing of the furnace coil during installation on 8/11/2017. The warranty company did not tell me the furnace coil was not covered under my home warranty. When I called warranty company back, they told me they would send “installer” back out to change the furnace coil. I told them “No” because they didn’t change the furnace coil when air condenser was installed. In addition, I was concerned “installer” would damage my furnace or furnace warranty. Contrary to what air condenser “installer” says, they also DID NOT advise me that the furnace coil would not be covered. FYI: I went to “THIS OLD HOUSE” WEBSITE, and it’s amazing what one can learn from watching air condenser installations. After watching some “how to” installations, and although being a novice, it made perfect sense as to why the “Old Air-Condenser” and furnace coil should have been changed at the same time. I appealed to the home warranty supervisor (a supervisor callls back, but it takes to hours). I finally received Outside Authorization for another contractor to install air condenser. I called “installer” for removal but my brother is a steamfitter and decided to contact Union Hall to see if anyone can use the air condenser.Thank you,***

Please accept our apologies for the incorrect quote on the prices given to you. We will honor those prices given to you. Service call $+ $(lb R22) = $235 (less $coupon) = $205. Upon receipt of the complaint made to Revdex.com, we pulled your original check from being
depositedIf you would like we can mail your voided check back to you. But, we would need the payment of $Please contact us our Office Manager at *** to discuss how you would like to proceedAgain, we apologize for the incorrect quote given to you

T Most of your complaint seems to be with your home warranty company. We, unfortunately, do not have control over your policy, coverage, and who the warranty company chooses to be their contractors. But to explain the process again, when your condenser failed last year, that is what the
home warranty covered to replace. We made a suggestion to replace the coil but your home warranty company would not cover it, because it was not failing at that time. You chose not to replace it because it was not covered. The condenser was not improperly installed. If it had been, the home warranty company would cover to fix it. But in-order-for service to be covered, the home warranty company required you to use companies from their vendor list. We have tried to accommodate you through this process but we cannot force your home warranty to cover another company of your choosing to replace your system. Referring to our employee as “the Mexican” is not very nice. I understand you are frustrated but that is not necessary. Since you are not satisfied with our service, what we can do for you at this point is contact the home warranty company and let them know you would like a second opinion, if you haven’t already done so Of course, the company they send will be from their contractor list

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below
[I would like to apologize on behalf of your home warranty company who did not explain your policy and their procedures.? ? ? ? Unfortunately when a furnace needs replaced, the home warranty company does not cover all the costs involved.? ? We as their contractor have to follow the home warranty’s procedures.? We did give the pricing upfront and you did have the choice to not use us to istall your furnace.? ? I would like to know who told you that you had no choice because that is not how we conduct business.? ? We have no record of a charge for disposal of your old furnace and we have disposed of your old furnaceBut it was another person or company you had in your home that unistalled your furnace and placed it in another area of your home.? ? ? The flue liner was an error on our part but we have installed the liner since then.? ? ? I can understand your frustration, but calling names and screaming at our service reps is not a solution and not appreciated.? ? We have made every attempt to accommodate you through this process and keep in mind, we are not the home warranty company and we do not write the contracts.? ? We are simply doing the work that is approved by your home warranty company.We have, according to our records, completed all work necessary and do not feel a refund is warranted.? ? We do apologize for any misunderstanding between you, the home warranty company, and our service department.? ? We hope you have a better experience next time using your home warranty company.]We spoke to another company after receiving your prices and found a much better and more reasonable offer.? They contacted your company in an attempt to pick up the furnace from your business which your rep said you wouldn't allow.? Just to clarify, your company also quoted us a price to remove just the furnace if we had the other company install a new furnace.I'm glad you admitted you made an error, my family had to take days of PTO to have the error YOUR company made rectified.? That has been my biggest issue with your company, you make mistakes and rather than admitting them and rectifying them you try to place the blame on me, the consumer.I also do not appreciate your libelous response that we screamed at your service reps.? We have been nothing but polite and accommodating to your employees.I don't consider your message an apology or a solution to the problem after you make baseless accusations.? ? ?
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