Lavonne Cauthen

Complaint: [redacted] I am rejecting this response because:this fails to state or address that the original call on Sunday was to provide a diagnosis of why the AC had seizedIf the AC could not be assessed fully because of the frozen pipes, as stated in the invoice, the servicemen should have noted that rather than attempt to guess or try to fix anything (hence the invoice "could be the problem") Any person could guess on why an AC is acting up but within one day of two visits from the same company, the two servicemen had two distinctly different diagnosisOne stated that the motor and capacitor was blown - not just the capacitor Furthermore, the technician on Tuesday stated that any further repair would likely be futile given to the age and a complete diagnostic of the unit inside and outside of the house None of this had been diagnosed or provided for by the original technician on Sunday A new ac was discussed on Sunday on the account that Johnny A stated that in years, freon, which was also mentioned as a potential problem, would be outdated and the unit would have to be replaced anyway Not immediately - in years due to freon The fact that PW technician on Sunday even attempted to fix something, charge the customer additionally, when the unit could not be fully diagnosed was done in poor judgementIf PW stands by their work, they should admit the first technician's wrong doing of attempting to fix anything when a full diagnosis could not be completed As it stands, confirmed to me by two companies, both [redacted] and PW, the AC was really beyond repair ANY repairs would be futile and would likely not last the summer, if even a week because of its age and full conditionAgain, when I asked the technician why the first technician did not simply say he couldn't diagnose, his response was as I would have suspected, that it wasn't himFurthermore, when I questioned him as to why one technician ONLY saw the capacitor when the very next day, two technicians saw both the capacitor and the motor as blown - again, his response was that it was not him I stand by the original complaint that their was a misdiagnosis and charge for the service visit and the repair that did not need to be done and did not result in any fix As mentioned, my original complaint - I paid someone to diagnose the AC - regardless of what the cost was That diagnosis fell more than short and I was also charged for work that was useless Regards, [redacted] ***

On Sunday July 24th, *** ***, the owner and landlord of ** *** *** *** in *** Township called our emergency service line and received one of our managers, Kevin J. The customer was quoted $249, as is our standard emergency
hours fee, and she agreed. Kevin immediately dispatched John A, who arrived at the home within minutes of the original call being placed Upon arrival, John A found that the blower motor capacitor had died. For the sake of explanation, let’s associate this situation with a light not working in your home. It is very possible that the light bulb is simply dead, the switch could be bad, or the whole thing could be dead. In this case, the blower motor capacitor is similar to the light bulb; it is the most cost-effective fix to attempt to remedy the situation. John A informed Ms*** that he can replace the blower motor capacitor, and that might get the system going, but as he clearly states in the attached signed invoice labeled *** Invoice Trip 1, there may be something else wrong. As stated in the invoice, not only was the customer aware that there may be further issues, but it was also clearly stated that the charges for the capacitor would be applied towards the cost of a full replacement if that option is required. The exact language in the invoice is as follows: “The home owner approved to replace the blower motor capacitor, however the problem could be something elseThe customer would like to have an appointment with our comfort specialist Ray on Friday 7/29/by pmAlso the price for the capacitor will be credited to customer if she decides to replace within a week of installation.” Shortly after John A arrived at the home, Ms*** called the emergency line again to inform us that another company, ** ***, had agreed to come out for only $89. Ms*** inquired as to the reasoning behind the difference in prices, and Kevin J explained to her that we charge a premium rate for emergency hours, and in exchange guarantee prompt arrival and service. Ms*** was understanding and recognized that our supreme response time was, in fact, worth the moneyAt this point, John A had changed the blower motor capacitor with the approval of Ms***, and with the understanding that something larger may be wrong with the system. That being said, the system was working when he left, so it was worth the $to see if it would hold, and if the system did need to be replaced, the $would be taken out of any additional costs. The customer is in a good position, either the system works and it only cost $600, or if she needs to replace it, that $will be applied towards the new costA couple of days later, Tuesday July 26th, Ms*** called back in to Pipe Works complaining that the system was not working once again. We sent out another technician that same day, at no cost. The technician found that the blower motor capacitor had died once again, leading him to believe that there was something else wrong with the system. At this point, the technician explained that while it was worth a shot, the new capacitor was not able to do the job and the system should really be replaced. We scheduled an appointment with our comfort advisor for the very next day, and the technician even changed the capacitor again at no cost in an attempt to give Ms*** as much air conditioning as possible until the time at which a complete replacement could be madeWhile this technician was at the home of Ms***, another company, ** *** arrived on site, and was also given the chance to diagnose the system. As per the complaint filed by Ms***, the technician from ** *** came to the same conclusion as our technician, the system needed to be replaced. At this point everything should have been fine; the customer was given a cost-effective option to attempt to prolong the life of her air conditioning system, and when that didn’t hold, she was told that the money she spent would be applied towards the cost of a new system. Her second opinion confirmed the need for a new system, and in turn the proficiency of Pipe Works ServicesPipe Works went out of its way to do everything possible to make the customer as comfortable as possible, while also being entirely transparent about the issues at hand and all pricing. In the end, the customer cancelled their appointment with the comfort specialist. Then out of the blue we receive this Revdex.com complaint containing inflammatory language such as “extortion, dishonest, and working without ethic.” These claims are entirely false, and we reject any wrongdoing percent. Please review the attached invoices with authorizing signatures, and confirm that Pipe Works was honest, transparent, and at no fault. We will not be refunding the customer, as there are no grounds to do so. We feel strongly that we handled every step of this situation with competency and class, and seek a decision declaring as muchThank you for taking the time to hear both sides of the story, and we look forward to a quick, peaceful resolution

Complaint: ***
I am rejecting this response because:I am not familiar with any second capacitor being put in on Tuesday As far as the air conditioning unit, it was not functioning when the technician left on Sunday as he advised the tenant to leave it off for at least hoursIt was late evening when she turned it on and then left early in the amWhen she returned Monday, she sent me a text at 8:PM on Monday stating the AC was not working again and the place was a sauna I have written verification of this This is what is extremely upsettingPipeworks which claims to have professionals work and care about their customers inspected a unit which couldn't thoroughly be inspectedI did not pay for two visits, I needed an expert to state what was wrong with the unit on Sunday - not employ a "potential fix" that ended up costing me a small fortune, including the service charge To state that this money would be refunded provided I purchase a new ac unit through them is a little bit of an oxymoron The technician on Sunday and Tuesday had very different approachesOne claiming that he couldn't check it altogether but he'll try something and the other on Tuesday that did a full evaluation and claimed it was beyond repair The point of the matter is that Sunday's technician charged me for work that he should not have done, given the limited scope of the unit and his lack of certainty in that being the issue Why wouldn't the techincian on Sunday simply state that he can't make a thorough evaluation - give instructions on how to thaw the unit and then come back to assess the ac fully (which was done on Tuesday). If it is the customer's comfort that they were trying to achieve, they should have followed the right protocol in stating a second visit was needed at which they can fully evaluate the system (on Monday - not on Tuesday) Again, I don't know what second capacitor is being referenced here as I have no understanding of further work being done nor authorized this to be done on Tuesday I cannot claim that this is a lie - but what I can verify is that there is no workorder or reference that this was done or authorized And you want me to authorize that PWs should change my AC? Not possible.
Regards,
*** ***

Complaint: [redacted]
I am rejecting this response because:this fails to state or address that the original call on Sunday was to provide a diagnosis of why the AC had seized. If the AC could not be assessed fully because of the frozen pipes, as stated in the invoice, the servicemen should have noted that rather than attempt to guess or try to fix anything (hence the invoice "could be the problem").  Any person could guess on why an AC is acting up but within one day of two visits from the same company, the two servicemen had two distinctly different diagnosis. One stated that the motor and capacitor was blown - not just the capacitor.  Furthermore, the technician on Tuesday stated that any further repair would likely be futile given to the age and a complete diagnostic of the unit inside and outside of the house.  None of this had been diagnosed or provided for by the original technician on Sunday.  A new ac was discussed on Sunday on the account that Johnny A stated that in 4 years, freon, which was also mentioned as a potential problem, would be outdated and the unit would have to be replaced anyway.  Not immediately - in 4 years due to freon.   The fact that PW technician on Sunday even attempted to fix something, charge the customer additionally, when the unit could not be fully diagnosed was done in poor judgement. If PW stands by their work, they should admit the first technician's wrong doing of attempting to fix anything when a full diagnosis could not be completed.  As it stands, confirmed to me by two companies, both ** and PW, the AC was really beyond repair.  ANY repairs would be futile and would likely not last the summer, if even a week because of its age and full condition. Again, when I asked the technician why the first technician did not simply say he couldn't diagnose, his response was as I would have suspected, that it wasn't him. Furthermore, when I questioned him as to why one technician ONLY saw the capacitor when the very next day, two technicians saw both the capacitor and the motor as blown - again, his response was that it was not him.   I stand by the original complaint that their was a misdiagnosis and false charge for the service visit and the repair that did not need to be done and did not result in any fix.    As mentioned, my original complaint - I paid someone to diagnose the AC - regardless of what the cost was.  That diagnosis fell more than short and I was also charged for work that was useless.  
Regards,
[redacted]