kindercare learning center

I'm sorry to hear you are still unsatisfied I appreciate your list of actions but at a management level as soon as you filed your Revdex.com complaint we responded to the issue In regards to your reference of Revdex.com complaints, we have a customer base of 35,homeowners so that is an incredibly low percentage of complaints, most of which we resolved with no issue I believe we did drop the ball with you and did not address your issues in a timely matter On behalf of the company I apologize for that However, we are addressing the issue internally with our install manager and sales representative and we are actively working to correct the issue

I have attached the proposal/contract for the work to be done at [redacted] *** According to Murray the timeline issue was caused by ***, who was acting as the General Contractor for multiple improvements being done on the home, and involved installation of bath fans which were supposed to be done by an electrician, not by House Pro After the electrician had completed his work we would run venting from the bathroom (I have attached the proposal which reflects that we were only to run the venting, not the bath fans) It looks as though the project was delayed by [redacted] who had the sheetrock work done prematurely, after our install but before we had been notified the electrical contractor work was incomplete Furthermore, after the install date of 3/we returned on 4/and 4/for inspections and the home was still not ready for the venting to be run We returned on 6/and discovered that the sheetrock had already been installed and [redacted] requested that we pay for replacing the drywall, which was not included in the original proposal The timeline shows that we have not ignored any calls or been unavailable, as we have been to the home times across months since the installation date

I have spoken with Mike and our install team Have they reached out and resolved the issue yet?

***,I am sorry to hear about your negative experience with HousePro I appreciate that you are a veteran, thank you for your service, and that you are on a fixed income However, we could not perform a major repair on your system because of the extreme lack of maintenance and multiple code violations As licensed state contractors and as a part of our agreement with your home warranty company we can not install a component that will fail nor we can we ignore major code violations Because of these issues you were given an amount of $that would need to be corrected and would not be covered by you home warranty in order to complete the repair (which would be covered by the home warranty) I have attached a photo of your condenser coil where it is very clear that the unit is impacted with dirt and debrisThat is an example of just one of the maintenance issues your warranty does not cover that we would need to be correct in order to properly repair your system In addition I have attached a photo of your outdoor unit's information plate which shows a manufactured date of 1997, making the unit years old, which is well outside of the suggested life span of years On top of that, the technician documented that the coil was leaking dangerous R-freon into the atmosphere Other code violations were that the condenser was not level and was sitting in the dirt (code is a 3" raised slab) There were several other code issues that would have needed to be corrected (again, not covered by the warranty) that would have needed to be done to do the repair correctly I have also attached a photo of the wire in question which was responsible for the original failure.I'm not sure what the issue was in communicating with the office after the fact but our dispatch team communicates with [redacted] reps multiple times each day, so it would be very strange if they were unable to contact us multiple times I'd like to know where you were sending your e-mails because I have checked with our team and no has seen anything come in from you?It is our position that whatever company performed the repairs for you was in violation of city code and acted outside of your best interest by not replacing your year old unit or at the minimum bringing the system up to code and a reasonable degree of maintenance That being said, there seems to have been some type of failure in communication on our side and we strive for the highest level of customer service Because of this I will authorize a refund of your $service fee to be mailed to you by check

Mr***,I am sorry for your negative experience with HousePro I apologize for the initial scheduling confusion and unfortunately due to the high call volume this time of year our technicians can become delayed Our notes do show a technician was re-dispatched to your home to confirm the failed compressor and capture the information needed to order it However, from 7/- 7/our Service Manager documented multiple phone calls and voicemails left at the number on file, [redacted] ***, and we have never received a call back According to the notes, we tentatively scheduled the replacement with an install crew multiple times but could never get a hold of anyone to approve the charges required to replace the warranty compressor.I realize you were frustrated with the delay but I 'm not sure what we could offer you since we never collected the $service when the technician was first sent Also, your wife has already informed us via some upset [redacted] comments that you opted to replace the entire condenser (instead of just the compressor) with another company so we would be unable to replace anything at this point

To Whom It May Concern:Thank you for raising this issueWe have been in contact with [redacted] as well as [redacted] to get thismatter resolved.Ms [redacted] received a subsidy from the county for her child’stuition at our centerWe at KinderCare don’t have completeinsight into the county’s billing systemIf there are billingerrors, we must rely on the county to inform us of those.Unfortunately, it took months for Larimer County to informus that Ms [redacted] owed tuition.As soon as we were made aware of the error, we sent Ms[redacted] a copy of her updated billing ledgerWe also, at herrequest, sent a copy of her ledger to [redacted] inorder to help her clear this matter upWe understand Ms[redacted] ’s frustration and hope she’s able to resolve this matterwith the county.If Ms [redacted] has any other concerns, please have her reach outto me directly:Tabbitha S [redacted] District Leader [redacted] Thank youTabbitha S [redacted]

Ro,I attempted to call again today after receiving your voicemail I left an additional voicemail at 11:am In regards to your previous update about not attempting to contact you, I have attempted to get a hold of you on separate occasions over the last week and a half The phone number I am calling is 6405, perhaps there is a better number.On your voicemail and in your response you have indicated the there is still no invoice provided However, the invoice was attached to our response through the Revdex.com portal for you to download, it was also emailed to [redacted] multiple times and I am sending it again today Perhaps your email is blocking or sending the email to your spam folder Is there a different email address I can send this to?

We are sorry we have been unable to resolve your issue at this point However, there are some outstanding issues regarding your contract with First American Home Warranty that prevent us from being able to replace the blower motor in your home at "no cost" I do feel the need to clarify the sequence of events so we are all on the same - 8/- Technician Jeremy [redacted] completed a service call at the home and added lbs of refrigerant to the system He also notated that the system was very old and would continue to have issues(Attachment Ramon WO - 1) - 8/- Technician was re-dispatched to home for a separate issue, a failed capacitor The capacitor failed due to the age and lack of maintenance of the system Annual maintenance is not covered by Mr[redacted] 's First American policy - 9/- Technician Eric [redacted] was sent to the home to replace the new capacitor, which failed due the motor heating because of a lack of maintenanceThe customer was warned again about the age of the system and the maintenance - 9/- Technician David [redacted] was sent to the home and diagnosed a failed blower motor caused by lack of maintenance According to Mr [redacted] 's First American policy, he is responsible for annual maintenance of his systemIf we were to replace the blower motor without cleaning the blower motor fan, the blower motor would once again over heat and fail in a matter of weeks I have attached the excerpt from the home warranty policy (FA Warranty) that sites annual maintenance as being required by the homeowner and is not covered by First American.I would also like to point out that by Mr [redacted] 's own admission we informed him that the maintenance did not have to be performed by HousePro, he could use another licensed HVAC contractor to perform the cleanings and we would return and install the blower motor that would be covered by FA If he chooses to purchase the cleaning through us or another licensed contractor we will be happy to return to the home and replace the blower motor Again, if this information was not conveyed clearly to Mr [redacted] we apologize

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 Regards, I only canceled the repair after they told me it was going to be another week, bringing the total weeks to weeks after they first diagnosed the problem weeks without air conditioning in Houston is too long The service technician was trying to sell me upgrades that I did Not need and are Not required by State or city codes Even after I told him they are NOT required he still said I should have them

RevDex.com: I have reviewed the response made by the business in reference to complaint ID 10780567, and have determined that this proposed action would not resolve my complaint. Travis, I received the email today but when I access your website I get a work order, not an invoice. Is this the only receipt document you can provide? As for the phone calls we seem to keep missing each other. My email address is [redacted] . Due to the nature of my work it is hard for me to pick up the phone. If we can correspond via email it would be best. I will still keep on trying to reach you over the phone as well. Thanks. Regards,

According to ***, our customer service representative, we spoke to Mr*** yesterday and processed a "cash out" for the value of the failed from his home warranty company He is now free to choose any contractor he likes to complete the repairs Hopefully, he can find a contractor working outside the bounds of the home warranty and have his repairs completed in a more timely manner

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
[Provide details of why you are not satisfied with this resolution.] I am not surprised that Sears assessment was rejectedI expected it would be
Regards,

To whom it may concern,This matter has been addressed with the customer and her balance from our collection department is showing $balance

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.I do not asked to work for free, no even once, your proposal imply removing the blower case and removing the blower motor from somebody else and you can deny any further services because "you are not responsible for something that someone else did..."and you can walk without responsibilityif anybody will take this task may as well put the new motor back....you have the solutionlet another contractor to take the job and you can renounce to finish this is my proposal
[Provide details of why you are not satisfied with this resolution.]
Regards,

Ms***,According to our record the last visit to your home was on Saturday August 1st and your problem was resolved If your A/C system is not currently running, we can schedule you another call at no charge I am sorry you were unable to get through on the main lines but because of
the heat we have experienced a higher than call volume this summer causing our phone systems to reject calls at peak times We are currently in the process of expanding our phone system's capacity

Attached is the email invoice and work summary that was sent to *** on both the day the work was performed, after the payment was collected and again today If there was an issue in receiving this work order, we apologize but our system is showing it was sent
correctly We can email this to an additional email address if you will send the additional address. According to our records on the first call Eric diagnosed the system failure as being due to a bad transformer that was caused by a lack of routine maintenance The transformer could not be replaced without performing the routine maintenance items (evaporator coil cleaning and condenser coil cleaning) The charges reflected on your invoice match your credit card charges, $service fee + $evaporator coil cleaning + $condenser coil cleaning From the complaint it sounds as though there was some confusion on the difference between a condenser coil cleaning and an evaporator coil cleaning, which are different items with different prices No one was available to confirm the charges at the time the diagnosis was performed so it was rescheduled for another day after approval.One the day of the follow up call, the notes state - "Tenant called at 1:44pm 7-30-started yelling and cursing me out regarding the appointment for today that was scheduled for 12-3pm, I confirmed it with him and he told me to cancel everything no longer wanting services".Despite this we still went out and completed the call and the system was running upon the completion of the call.Afterwards, we scheduled a Recall appointment to go back because we were told there was an issue with the system but the appointment was cancelled At this time I see no notes reflecting anything about government regulations or the size of the system in the home The only thing I can imagine is that what was attempted to be communicated is that we can not offer service through the home warranty on a system that is currently running *** *** covers system failures but does not address issues with system efficiency due to age (the system in the home was years old) At this time I do not see a reason why these services should be refunded In addition, I think its important for you to know if we were to refund the $service fee we would have to report to *** *** that is had never been paid and they would bill that $to you If the system in the home is currently not running, we can send a technician back at no charge for a re-diagnosis and move forward from there

We have contacted this customer to begin resolving the dispute

I understand the homeowners frustration and we are attempting to locate the original installation files on this job However, since the original Infinity system appears to have been installed over years ago it is taking longer than normal From the notes we have sent out multiple
technicians multiple times over the past years to try and solve these issues We also replaced pieces of her system under the manufacturer part warranty and items like grills at a cost to our company I also see in the notes multiple instances where we sent a technician out and the system was running fine but the homeowner claimed there was an issue that could not be reproduced I do see a follow up job in for home and duct sealing At this time I have no information reflecting that any technicians "wired around" any safety mechanisms In addition, the majority of her system was still under the year manufacturer warranty (with the exception of a couple pieces), so having another company replace the equipment for $15,was not the best course of action Either the other company mislead the homeowner or they opted to replace the entire system for other reasons In regards to the dehumidifier; We never advised adding dehumidification to your system From what I understand, you paid to have another company install a new system and then added a dehumidifier I am not sure how that would make HousePro responsible for your new dehumidifier On top of that, you went on to say that your issue (water dripping) was actually caused by poorly wrapped ductwork, meaning the dehumidifier was not related, nor was it necessary, to solve your issue From the notes in our software, the ductwork job was to replace the ducts running under the home However, I will check the original proposal once the file has been located.At this time we do not believe the homeowners request of a $refund is reasonable for the following reasons:We have been attempting to resolve this homeowner's issues for years despite the fact that some could never be reproducedThey choose to use another company so now it is impossible to review the workThey appear to have had work performed (dehumidifier) that was not needed and/or outside of our scope of work with themThey replaced a system still under warranty so now there is no way to repair any issuesThere appears to be some confusion as to what they actually paid for-----------------------Original Complaint:I hired HousePro to install a completely new HVAC system in my home, including all new duct work and unitsI paid in excess of $20,for the new systemThe downstairs unit (a ton) had problems from the startIt was always "tripping off" due to faultsHousePro attempted but could not get the problem fixed for yearsFinally, they had to call in the manufacturer, who preferred to work with another company to figure out the problemTurns out, the duct work HousePro installed would not have services a ton system, much less a tonThe entire duct system needed to be replacedHousePro acknowledged the problem, and that it was their doing, but refused to correct the problem unless I paid over for new duct workI had another company do the work, and it cost me about $15,HousePro refuses to contact me back about reimbursementAlso, it was determined by the company that did the work that HousePro wired around certain safety mechanisms in the unit to keep it running despite the severely inadequate duct workNot only was this a safety hazard to my family, but burned out most of the elements of the heating an air conditioning system in the units, which I also had to replace at my own expense -- another $5,or soAs for the upstairs system, from the moment they installed it, water dripped from the grills in the ceilingAfter numerous attempts to fix, I had do shell out another $7,to have another company put a dehumidifier in my houseCame to find out while the replacement work was being done downstairs that though HousePro charged me to put in all new flex duct work upstairs, it left the old sheet metal duct work and wrapped it (badly) with insulationWhen another company ripped it out and replaced it with flex, the insulation was soaked with water because of the poor wrap jobNo more dripping ventsThese guys are totally unscrupulousThey have also recently filed Chapter I hearI'd like to be reimbursed for the amount I had to spend on all repairsI think that is a bare minimumThis does not even take into account the days and weeks I have taken off work to meet with them and other companies in efforts to try to get the system fixedOr the weeks on end that I and my small children have sat in a freezing cold or burning hot house because the system is out

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me

We have sent multiple technician and the owner of the company out to address the issueWe are currently reviewing the situation to see if further action is necessary