McCrea Heating & Air Conditioning Services of VA

This is in response to Revdex.com case number [redacted] The complaint states that we did not submit the requested invoice to [redacted] *** The homeowner submitted the rebate form to [redacted] directly, then on January 12th requested that we fax over the invoice that was requested from them by [redacted] The invoice was faxed over on January 12th as requested on that day Debbie (the individual the fax was addressed to at [redacted] ***) called into the office exactly a week later requesting the same information with specific verbiage to ensure the homeowner received his rebate After being provided with the fax number directly from Debbie at [redacted] on January 19th, the requested invoice was faxed once again Neither the homeowner or [redacted] has informed us of any issues since January 19th when the second fax was sent I have attached a copy of the requested invoice and cover sheet that was faxed twice, along with a copy of the “fax activity report” which shows the date and times (highlighted) that the fax went through successfully on both attempts The desired settlement states that the homeowner would like the information sent to [redacted] *** The information has been sent twice as requested If there is still an issue with [redacted] issuing the homeowner with his rebate, the best solution would be to follow up with [redacted] directly to see what the holdup may be now that they’ve received all of the necessary information from both the homeowner and our company If any other information is needed, we have yet to be notified If there is anything else we can do the assist the homeowner in getting his rebate, we’d be happy to provide any additional information [redacted] may need Every request made by either the homeowner or [redacted] has been fulfilled by McCrea Please let me know if there is anything else that is required for this case to be closed Thank you, Roda [redacted] Replacement Administrator McCrea Heating & Air Conditioning Services Lee Highway Warrenton, VA

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowNot sure how the company determined they came to the conclusion that the "main drain" was "partially" the problem On July 8, MrRay W [redacted] came back to the unit and tested the “main drain” theory He poured water down the condensation pipe which connects the main drain and watched a “steady flow of water” come out the main drain pipe which runs thru the bottom of the building, as he stated on the invoice I've had no problems with water leaking prior to the install of the new AC unit by this company - Again, this was negligence by the installer who did not make sure the condensation pipe was properly secured during the install of the new AC Unit This is very unfortunate Mc Crea is not taking responsibility Regards, [redacted]

Looking back thru the history for this customer we have several appointments that were scheduled over the last few years were we have tagged the door several times and tried to call but he does not answer the phoneIn this particular case the technician was dispatched to his home at 3: pm and called the customer and he did not answerThe technician called againFriday evening to no avail and then returned to the home and tagged the door on SaturdayThat being said because we have not performed the inspections on his contract we will refund his contract 100% He can call the VA office and ask to speak with [redacted] and she can start the process of re-funding his money for the contract

On April 22, we performed a spring inspection at that time the technician found the AC unit to be operating properlyThis was still early in the season and not really hot at that timeHis email to the office notes that “found pressure was a little low, but not really that hot yet” On 5/15/we returned for a no ac callThe customer was not charged for this call but was charged for adding 2lbs of refrigerant to get the system operating normallyThe customer requested to be billed as noted on the signed service ticket and refused to pay for the services renderedThe total was Our service manager contacted this customer to explain and was hung up onThe customer never paid this and was added to our “do not service list” until he pays the money owed to us for fixing his system If the first technician had determined that the system was low on charge he would have been charged during the first visitMcCrea did not charge this customer anything except for the refrigerant needed to get his system operational on the second visit Resolution: McCrea will refund the for ½ the contract cost that the customer is requesting once the customer pays the owed to the company for refrigerant added to his system [redacted]

On April 22, we performed a spring inspection at that time the technician found the AC unit to be operating properlyThis was still early in the season and not really hot at that timeHis email to the office notes that “found pressure was a little low, but not really that hot yet” On 5/15/we returned for a no ac callThe customer was not charged for this call but was charged for adding 2lbs of refrigerant to get the system operating normallyThe customer requested to be billed as noted on the signed service ticket and refused to pay for the services renderedThe total was Our service manager contacted this customer to explain and was hung up onThe customer never paid this and was added to our “do not service list” until he pays the money owed to us for fixing his system If the first technician had determined that the system was low on charge he would have been charged during the first visitMcCrea did not charge this customer anything except for the refrigerant needed to get his system operational on the second visitResolution: McCrea will refund the for ½ the contract cost that the customer is requesting once the customer pays the owed to the company for refrigerant added to his system [redacted]

After a site visit with our Service manager and our HR director we determined that the main (common) drain was backing up and at the very least partially responsible for the water damageWe instructed the homeowner to file a claim with her homeowners insurance and they could then work with our insurance company if they feel we were at fault in this situationThis was not a clear case of negligence or fault which is why both insurance companies need to be involved.Benita K [redacted] has more details if anyone would like to discuss the findings at the home [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [redacted] See Statement below to McCrea Please have them sign and return the "Release of Liens/Liability Statement" to me and cc Revdex.com Regards, [redacted] *** [redacted] *** [redacted] – Release of Lien/Liability Statement Dear Mr[redacted] : RELEASE OF LIENS/LIABILITY STATEMENT In connection with the dispute with McCrea Heating & Air Conditioning Services of VA, LLC [redacted] *** agrees to pay the sum of two hundred twelve dollars and no/cents ($212.00) minus the refund amount of ninety dollars and no/cents ($90.00) due to [redacted] for nonperformance Further, it is agreed that this payment of $is the entire sum due to McCrea including any/all penalties, service charges, collection fees, all previous service contracts, oral agreements, or any other fees that may be construed to be the responsibility of [redacted] *** ________________________________________________ [redacted] ***

After a site visit with our Service manager and our HR director we determined that the main (common) drain was backing up and at the very least partially responsible for the water damage. We instructed the homeowner to file a claim with her homeowners insurance and they could then work with our... insurance company if they feel we were at fault in this situation. This was not a clear case of negligence or fault which is why both insurance companies need to be involved.Benita K [redacted] has more details if anyone would like to discuss the findings at the home [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Not sure how the company determined they came to the conclusion that the "main drain" was "partially" the problem. On July 8, MrRay W*** came back to the unit and tested the “main drain” theory. He poured water down the condensation pipe which connects the main drain and watched a “steady flow of water” come out the main drain pipe which runs thru the bottom of the building, as he stated on the invoice. I've had no problems with water leaking prior to the install of the new AC unit by this company - Again, this was negligence by the installer who did not make sure the condensation pipe was properly secured during the install of the new AC Unit. This is very unfortunate Mc Crea is not taking responsibility
Regards,
*** ***

The customer is requesting a case of origin report for the fire in her homeWe were not provided this information as all details and the fire investigation was handled by our insurance company, Carrier’s, and her homeownersWe were not even permitted to attend the investigationAll I can suggest
is that she request that information from her insurance company who took part in the investigationThey should have the same information as *** our provider. Shane L***

The customer is requesting a case of origin report for the fire in her homeWe were not provided this information as all details and the fire investigation was handled by our insurance company, Carrier’s, and her homeownersWe were not even permitted to attend the investigationAll I can suggest
is that she request that information from her insurance company who took part in the investigationThey should have the same information as *** our provider. Shane L***

Looking back thru the history for this customer we have several appointments that were scheduled over the last few years were we have tagged the door several times and tried to call but he does not answer the phoneIn
this particular case the technician was dispatched to his home at 3:pm and called the customer and he did not answerThe technician called againFriday evening to no avail and then returned to the home and tagged the door on SaturdayThat being said because we have not performed the inspections on his contract we will refund his contract 100% He can call the VA office and ask to speak with *** and she can start the process of re-funding his money for the contract

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Not sure how the company determined they came to the conclusion that the "main drain" was "partially" the problem. On July 8, MrRay W*** came back to the unit and tested the “main drain” theory. He poured water down the condensation pipe which connects the main drain and watched a “steady flow of water” come out the main drain pipe which runs thru the bottom of the building, as he stated on the invoiceI've had no problems with water leaking prior to the install of the new AC unit by this company - Again, this was negligence by the installer who did not make sure the condensation pipe was properly secured during the install of the new AC Unit. This is very unfortunate McCrea is not taking responsibility
Regards,*** ***

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** *** ***
Normally, we call them on when they can scheduled a visitThe reason for this complain is that, I called them the day before and during the appointment dateI even have to take off at 11AM because the window they gave me is between 12PM to 7PMI was here waiting for them within that window and they never showed upI called their dispatch 3x and they said they will notify the technician to call me and give me an estimate timeThe technician did not call me after that calls with the dispatcherThey left a note in the following day obviously no one even call me that they are comingWe do not stay home weekdays because we are working and for that reason they have to schedule a visitLike I said I called them to (1) scheduled the appointment and which they gave me the date and window that the technician will be here(2) I called their dispatcher days before the scheduled visit (3) during the appointment I called the dispatcher times to follow up but didnt get a return call, not a single call from the technician or dispatcher !!!!
I will stick to my proposed resolution!
Respectfully, ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

This is in response to Revdex.com case number *** The complaint states that we did not submit the requested invoice to *** ***. The homeowner submitted the rebate form to *** *** directly, then on January 12th requested that we fax over the invoice that was requested from
them by ***. The invoice was faxed over on January 12th as requested on that day. Debbie (the individual the fax was addressed to at *** ***) called into the office exactly a week later requesting the same information with specific verbiage to ensure the homeowner received his rebate. After being provided with the fax number directly from Debbie at *** on January 19th, the requested invoice was faxed once again. Neither the homeowner or *** has informed us of any issues since January 19th when the second fax was sent. I have attached a copy of the requested invoice and cover sheet that was faxed twice, along with a copy of the “fax activity report” which shows the date and times (highlighted) that the fax went through successfully on both attempts. The desired settlement states that the homeowner would like the information sent to *** ***. The information has been sent twice as requested. If there is still an issue with *** *** issuing the homeowner with his rebate, the best solution would be to follow up with *** *** directly to see what the holdup may be now that they’ve received all of the necessary information from both the homeowner and our company. If any other information is needed, we have yet to be notified. If there is anything else we can do the assist the homeowner in getting his rebate, we’d be happy to provide any additional information *** may need. Every request made by either the homeowner or *** has been fulfilled by McCrea. Please let me know if there is anything else that is required for this case to be closed. Thank you, Roda ***Replacement AdministratorMcCrea Heating & Air Conditioning ServicesLee HighwayWarrenton, VA

After a site visit with our Service manager and our HR director we determined that the main (common) drain was backing up and at the very least partially responsible for the water damageWe instructed the homeowner to file a claim with her homeowners insurance and they could then work with our
insurance company if they feel we were at fault in this situationThis was not a clear case of negligence or fault which is why both insurance companies need to be involved.Benita K*** has more details if anyone would like to discuss the findings at the home ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Not sure how the company determined they came to the conclusion that the "main drain" was "partially" the problem. On July 8, MrRay W*** came back to the unit and tested the “main drain” theory. He poured water down the condensation pipe which connects the main drain and watched a “steady flow of water” come out the main drain pipe which runs thru the bottom of the building, as he stated on the invoiceI've had no problems with water leaking prior to the install of the new AC unit by this company - Again, this was negligence by the installer who did not make sure the condensation pipe was properly secured during the install of the new AC Unit. This is very unfortunate McCrea is not taking responsibility
Regards,*** ***

Good morning Mrs***,I am requesting the Cause of Origin Report to be released to meAs a consumer, I have the right to know what happened as a safety concern and protection from it happening again in the future.? Thank you for your assistanceHave a good day.*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]