Sent: Wednesday, October 07, 2015 6:09 PM To: drteam Subject: Complaint #[redacted] Response to complaint #[redacted] To whom it may concern, On the first Visit out to the residence on 07/06/15 the technician made repairs in accordance with coverages under the home warranty. As a service...
company under contract with the home warranty company we can only perform repairs that are first approved by the home warranty company as they are responsible for payment. It was the technicians professional opinion that the system would benefit from the installation of a hardstart kit as the compressor was over-amping. This is a sign that the compressor would eventually fail in the not so distant future, however the home warranty company does not cover preventive repairs, therefore it was the homeowners decision to purchase the part or not. The homeowner elected to add the hard start kit and paid 189.00 which was a promotional price as the component is normally 377.00. The repairs which were performed were adequate and in accordance with the homeowners contract and the system was working well when we left. 8/8/15 Our technician went to the home and was able to determine that the evaporator coil was leaking. The homeowner asked the technician to add freon to the system to get it cooling while we go through the claims process with her home warranty. The technician informed her that [redacted] Warranty does not pay to add Freon to a known leaking system this can be substantiated by review of her home warrany contract and the homeowner is fully aware of this. The homeowner ultimately agreed to purchase 2lbs of R410A refrigerant at the discounted price of $45.00 per lb instead of retail $65.00 per lb. When working with the home warranty companies to make major replacements, we must follow their processes. We first diagnose the system fully and then we call and make the home warranty company aware of the situation. We provide them with a full scope of work and all necessary cost associated. At that point they go over the homeowners specific coverages defined in their contract and inform the homeowner as well as our company what they will and will not pay for. The homewarranty company is responsible for ordering the parts and having them supplied to us. therefore they accept any and all responsibility for delays in obtaining equipment. On the morning of 8/19 our office manager Carley contacted the homeowner and confirmed an appointment made the previous day and informed her the technicians would be arriving shortly. It is our firm belief the homeowner was well aware of who the technicians were as they did inform her they were with Kellys Ac. Before beginning the work it was brought to our attention that the evaporator coil could not be accessed in the limited attic space and that we would need to first remove the furnace and then reinstall the furnace. The charge for this is typically 1350.00, we contacted the warranty company to determine whether or not they would cover this cost and they informed us they do not pay for access issues. At that point we contacted Ms. [redacted] and informed her of this. She was very upset but we did our best to explain the issue and we discounted the cost to only 485.00 which we feel was a very generous concession. On 9/2/15 Ms. [redacted] contacted us regarding a gargling sound in her bathroom sink, this is caused by air passing through the drain pines which empty into the sink. Our technician returned, after hours and made adjustments to the drains and installed a P-trap to restrict the air. We did not charge anything for the installation of the P trap which is also a 377.00 value. Nor did we charge for the trip out (after hours) which is $158. Ms. [redacted] called back and stated the system had shut off and was not coming back on, the technician went back our that evening and discovered that the circuit board would not reset itself. He left the power off to the system to assure there would not be any additional damages caused by the system trying to cycle on and off improperly. The technician then returned again on 9/3/15 at no extra charge to replace the circuit board, however, after leaving the system off all night the board had internally reset and no additional repairs were needed. We cannot provide additional concession in the amount requested ($360.50) as we have already given the homeowner concessions in the amount of $1,628 as detailed below. However, in the interest of customer satisfaction I am willing to offer 1 year of our [redacted] Service agreement which included 1 heater tune up and 1 Summer time tune up which is a 158.00 value. And a 100.00 account credit for any future services. 7/6/2015 Hard Start Kit-$189.00 discounted from 377.00 Freon- 2lbs- $0.00 NO Service Fee was collected 8/8/2015 Box Coil- covered by warranty. Freon- not cover in warranty homeowner paid $90.00 for Freon to keep AC cool till new part arrived which was discounted from 130.00 NO service Fee was collected. 8/19/2015 Access fee of $485.00 was charged discounted from 1350.00 for additional labor needed to install the coil by removing the furnace. 9/2/2015 P trap and drain line cleared at no cost to the homeowner, usually $377.00 After hours fee for calls- 158.00 waved by Kelly’s A/C for technician to go back to the residence later that night. 9/3/2015 Tech made multiple trips to the home all during after hours time frames to help accommodate the homeowners work schedule and never once charged a service fee for doing so. It is worth noting that the circuit board was unrelated to any work we had done in the home as we only worked on the evaporative coil. In regards to the unprofessional behavior that was displayed at the house and language that was used with the customer we are sincerely sorry and actions have been taken within the company to better train technicians in customer relations. I, the owner have voluntarily taken steps to better improve my customer relations skills and training and better implement customer service and care mandates within the company policies. Kelly’s A/C Air Conditioning and Heating
Revdex.com:
This letter is to inform you that Kelly's A/C has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/15/2015 and assigned ID [redacted]. I have received my reimbursement check at this time.
Regards,
[redacted]
Sent: Friday, October 09, 2015 4:00 PM To: drteam <[email protected]> Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] I have reviewed the concerns made by Ms. [redacted] fallowing my response to her initial complaint in reference to complaint ID [redacted] and have decided on a course of action. In the interest of customer satisfaction and Ms. [redacted]’s decision to no longer have Kelly’s A/C servicing her address; I will agree to issuing a refund in the amount of $258.00. The total of the services (1 year of our [redacted] Service agreement which included 1 heater tune up and 1 Summer time tune up which is a 158.00 value. And a 100.00 account credit) I had offered Ms. [redacted] in concessions for the unacceptable behaviors that where displayed towards her. I apologize to Ms. [redacted] for any uneasy and unpleasant feelings she may of had in her own home due to my men not being properly identified, as working for Kelly’s A/C. We are a small local business and have small technician crews who handle all of our jobs. We understand the concern of having unidentified men showing up at a customers house and are in the process of having Large magnets made for all of the unidentified vehicles as well as name badges for all employees. Regards, Kelly's A/c 832-458-0642
Sent: Wednesday, October 07, 2015 6:09 PM To: drteam Subject: Complaint #[redacted] Response to complaint #[redacted] To whom it may concern, On the first Visit out to the residence on 07/06/15 the technician made repairs in accordance with coverages under the home warranty. As a service...
company under contract with the home warranty company we can only perform repairs that are first approved by the home warranty company as they are responsible for payment. It was the technicians professional opinion that the system would benefit from the installation of a hardstart kit as the compressor was over-amping. This is a sign that the compressor would eventually fail in the not so distant future, however the home warranty company does not cover preventive repairs, therefore it was the homeowners decision to purchase the part or not. The homeowner elected to add the hard start kit and paid 189.00 which was a promotional price as the component is normally 377.00. The repairs which were performed were adequate and in accordance with the homeowners contract and the system was working well when we left. 8/8/15 Our technician went to the home and was able to determine that the evaporator coil was leaking. The homeowner asked the technician to add freon to the system to get it cooling while we go through the claims process with her home warranty. The technician informed her that [redacted] Warranty does not pay to add Freon to a known leaking system this can be substantiated by review of her home warrany contract and the homeowner is fully aware of this. The homeowner ultimately agreed to purchase 2lbs of R410A refrigerant at the discounted price of $45.00 per lb instead of retail $65.00 per lb. When working with the home warranty companies to make major replacements, we must follow their processes. We first diagnose the system fully and then we call and make the home warranty company aware of the situation. We provide them with a full scope of work and all necessary cost associated. At that point they go over the homeowners specific coverages defined in their contract and inform the homeowner as well as our company what they will and will not pay for. The homewarranty company is responsible for ordering the parts and having them supplied to us. therefore they accept any and all responsibility for delays in obtaining equipment. On the morning of 8/19 our office manager Carley contacted the homeowner and confirmed an appointment made the previous day and informed her the technicians would be arriving shortly. It is our firm belief the homeowner was well aware of who the technicians were as they did inform her they were with Kellys Ac. Before beginning the work it was brought to our attention that the evaporator coil could not be accessed in the limited attic space and that we would need to first remove the furnace and then reinstall the furnace. The charge for this is typically 1350.00, we contacted the warranty company to determine whether or not they would cover this cost and they informed us they do not pay for access issues. At that point we contacted Ms. [redacted] and informed her of this. She was very upset but we did our best to explain the issue and we discounted the cost to only 485.00 which we feel was a very generous concession. On 9/2/15 Ms. [redacted] contacted us regarding a gargling sound in her bathroom sink, this is caused by air passing through the drain pines which empty into the sink. Our technician returned, after hours and made adjustments to the drains and installed a P-trap to restrict the air. We did not charge anything for the installation of the P trap which is also a 377.00 value. Nor did we charge for the trip out (after hours) which is $158. Ms. [redacted] called back and stated the system had shut off and was not coming back on, the technician went back our that evening and discovered that the circuit board would not reset itself. He left the power off to the system to assure there would not be any additional damages caused by the system trying to cycle on and off improperly. The technician then returned again on 9/3/15 at no extra charge to replace the circuit board, however, after leaving the system off all night the board had internally reset and no additional repairs were needed. We cannot provide additional concession in the amount requested ($360.50) as we have already given the homeowner concessions in the amount of $1,628 as detailed below. However, in the interest of customer satisfaction I am willing to offer 1 year of our [redacted] Service agreement which included 1 heater tune up and 1 Summer time tune up which is a 158.00 value. And a 100.00 account credit for any future services. 7/6/2015 Hard Start Kit-$189.00 discounted from 377.00 Freon- 2lbs- $0.00 NO Service Fee was collected 8/8/2015 Box Coil- covered by warranty. Freon- not cover in warranty homeowner paid $90.00 for Freon to keep AC cool till new part arrived which was discounted from 130.00 NO service Fee was collected. 8/19/2015 Access fee of $485.00 was charged discounted from 1350.00 for additional labor needed to install the coil by removing the furnace. 9/2/2015 P trap and drain line cleared at no cost to the homeowner, usually $377.00 After hours fee for calls- 158.00 waved by Kelly’s A/C for technician to go back to the residence later that night. 9/3/2015 Tech made multiple trips to the home all during after hours time frames to help accommodate the homeowners work schedule and never once charged a service fee for doing so. It is worth noting that the circuit board was unrelated to any work we had done in the home as we only worked on the evaporative coil. In regards to the unprofessional behavior that was displayed at the house and language that was used with the customer we are sincerely sorry and actions have been taken within the company to better train technicians in customer relations. I, the owner have voluntarily taken steps to better improve my customer relations skills and training and better implement customer service and care mandates within the company policies. Kelly’s A/C Air Conditioning and Heating
Revdex.com:
This letter is to inform you that Kelly's A/C has carried out to my satisfaction the resolution it proposed for my complaint, filed on 9/15/2015 and assigned ID [redacted]. I have received my reimbursement check at this time.
Regards,
[redacted]
Sent: Friday, October 09, 2015 4:00 PM To: drteam <[email protected]> Subject: Re: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted] I have reviewed the concerns made by Ms. [redacted] fallowing my response to her initial complaint in reference to complaint ID [redacted] and have decided on a course of action. In the interest of customer satisfaction and Ms. [redacted]’s decision to no longer have Kelly’s A/C servicing her address; I will agree to issuing a refund in the amount of $258.00. The total of the services (1 year of our [redacted] Service agreement which included 1 heater tune up and 1 Summer time tune up which is a 158.00 value. And a 100.00 account credit) I had offered Ms. [redacted] in concessions for the unacceptable behaviors that where displayed towards her. I apologize to Ms. [redacted] for any uneasy and unpleasant feelings she may of had in her own home due to my men not being properly identified, as working for Kelly’s A/C. We are a small local business and have small technician crews who handle all of our jobs. We understand the concern of having unidentified men showing up at a customers house and are in the process of having Large magnets made for all of the unidentified vehicles as well as name badges for all employees. Regards, Kelly's A/c 832-458-0642