kindercare learning center

To Whom It May Concern:Thank you for raising this issue. We 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 center. We at KinderCare don’t have completeinsight into...

the county’s billing system. If there are billingerrors, we must rely on the county to inform us of those.Unfortunately, it took 1.5 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 ledger. We also, at herrequest, sent a copy of her ledger to [redacted] inorder to help her clear this matter up. We 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]
[redacted]
Thank youTabbitha S[redacted]

[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 [redacted], and find that this resolution would be satisfactory to me.  I may not agree with the company's assessment of my complaint and the action they took to try to turn around a dissatisfied customer; I appreciate the apology.

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 page:  - 8/4 - Technician Jeremy [redacted] completed a service call at the home and added 3 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)  - 8/18 - 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.  - 9/8 - Technician Eric [redacted] was sent to the home to replace the new capacitor, which failed due the motor heating because of a lack of maintenance. The customer was warned again about the age of the system and the     maintenance.  - 9/27 - 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 system. If 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.

Ro,I attempted to call again today after receiving your voicemail.  I left an additional voicemail at 11:30 am.  In regards to your previous update about not attempting to contact you, I have attempted to get a hold of you on 3 separate occasions over the last week and a half.  The phone number I am calling is 713 248 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?

Mr. [redacted],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 7/6 - 7/16 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 $69 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.

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 2 weeks after they first diagnosed the problem.  2 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.

You refused to pay the $300 cost to have the blower wheel cleaned.  If you want us to clean the blower wheel and then replace the blower motor under warranty we would be happy to schedule this for next week.  But you will have to pay the $300 cost that is not covered by the home warranty to clean the blower wheel.

We will be mailing the check on Monday.

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 20 Revdex.com complaints, we have a customer base of 35,000 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.

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,

We have supplied work order information, photos, and building code information.  In addition to that there are multiple violations beyond the slab.  Again, we stand by our assessment and have refunded your service fee, I'm not sure what else we can do at this point.

We do apologize for any confusion or poor communication on behalf of our service technicians and staff.

Our records indicate we visited Mr. [redacted]'s home via a dispatch from F[redacted]  While we were there we found a failed compressor and an unmaintained HVAC system.  Though the compressor could be covered through the home warranty several items necessary to correctly...

install it were not.  The length of time to acquire the compressor was directly related to ordering the part from the warranty company, rather than a local supply house.  When we did have the work scheduled for 4/20 it was cancelled by Mr. [redacted] as well as a subsequent dispatch scheduled for 4/22.  Our dispatcher notated that Mr. [redacted] told them he planned to have another company do some or all of the work.  I have asked a customer service representative to call Mr. [redacted] and verify this information.

I'm sorry to hear you have had additional issues with your A/C.  However, we do have some differing information from the work order on August 20, 2016.  The notes on your call indicate that the technician actually tried to re-enroll you in our maintenance plan, which includes...

cleaning the drain lines but you refused, at which point he informed you that you could clean the drain lines yourself.  Additionally, it is worth noting that the drain lines have no effect on the refrigerant levels.  In regards to the actual repair and freon, the technician notated that your system was over 10 years old and you should consider replacement to prevent future issues.  Also, since the repair lasted over 2 months it does not appear to be an error by the technician but rather a symptom of a system that has past its life span.We can not offer any refund directly since you were told about the age of the system and chose not to participate in our maintenance program.  We do have a program where we can put the cost of your repairs towards a new system if you choose to replace the unit.  Normally this offer only applies to within 30 days of the repair but we can make a special exception for you if you have not yet replaced the equipment.

I have attached the proposal/contract for the work to be done at [redacted].  According to Murray the timeline issue was caused by [redacted], 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 3/10 we returned on 4/1 and 4/15 for inspections and the home was still not ready for the venting to be run.  We returned on 6/6 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 3 times across 2 months since the installation date.

[redacted],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 $1200 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 debris. That 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 18 years old, which is well outside of the suggested life span of 10 years.  On top of that, the technician documented that the coil was leaking dangerous R-22 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 18 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 $65 service fee to be mailed to you by check.

[redacted],We have seen your review and responded on yelp the same day offer you another service call but you did not respond.  I will paste the response from Yelp here as well;[redacted], I'm sorry to hear that you were not satisfied with our service.  From the notes on your service I believe there...

was a miscommunication somewhere.  The first call was a refrigerant leak that technician repaired and then added the correct amount of refrigerant.  The second call you had was from a capacitor failure, which may have burned out because of the additional stress your system was under when it was running with a leak.  I think its important that you know your system is 10 years old, which means it is at the end of its lifespan. Because of the age of the system, it is not unusual to have multiple failures.  This is a link to [redacted] * which has some additional information the lifespan of residential HVAC systems.  If your system is still having issues, we can send a technician back (with no service fee charge) and see what the best course of action would be.I'm not sure what your "milk the cow" comment is supposed to mean since our records show you've only paid one $65 service fee for the initial visit.  I'm not sure if you understand how the home warranty program works but we don't receive any extra income for visiting the same home multiple times for the same issue, it actually costs the company money to send a technician out again.  [redacted].  I'd also like to point out that the time between calls was 3 weeks, which means the initial repair did fix the failure at that time.  Had the second failure (the capacitor) existed at that time, the system would not have run correctly. Again, we can send another technician out but we'll have to ask that you offer our technician and dispatch team the same level of respect that we have treated you with.

We have come to a resolution on this issue with [redacted]

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

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.  
I am awaiting on being reimbursed as I have requested. House Pro has accepted liability and has agreed to reimburse. I am awaiting on confirmation of full reimbursement.
Regards,