MW Service Company

After further investigation and speaking with the technician involved, it is our opinion that the system installed in the home is undersized All calculations I have come up with suggest a TON system which is 12,BTU more than what is currently installed I have sent an email with my findings to our contractor relations representative at *** *** *** asking if they would cover installing the proper size unit, and further asked him how to proceed I will advise after I receive his response Matt W. President

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me Please keep me informed of next steps as I would like to get this resolved. I appreciate the time MW Services has taken to look into this further and help come to a conclusion to resolve the ongoing issue.
Regards,
*** ***

October 6, 2016To whom this may concern,I am responding to a Revdex.com complaint about MW Service Company, LLC issued on September 29, The complaint ID is ***, and was issued by a customer named *** *** who resides at *** *** ***, Lancaster, PA ***Please note that
the customer is an *** *** *** (***) home warranty customer, and all work/repairs/replacements need to go through ***'s approval process.We received the customer's dispatch information from *** on 8/5/*** sent us this dispatch as a transfer from another vendor who had recently replaced his central air conditioning systemI called the customer to schedule an appointment for a technician to come out to his home, and the customer was unaware that *** had transferred his dispatch to usAfter confirming with *** that they did indeed transfer the job to MW Service Company, he scheduled an appointment for Monday, 8/8/between and AMThe technician arrived within the allotted window (7:AM) on 8/8, and proceeded with his evaluation of the a/c systemSince the customer stated that the previous contractor said that the indoor coil was leaking, the technician used an electronic leak detectorNo leak was foundTech checked the temperatures and pressures, and removed lbsof *** refrigerant to get the system to satisfy the thermostatSystem was running, and temperatures were meeting the thermostat's demanded temperatures when the technician left at 9:AM.Customer called on 8/12/stating that his a/c system was still not keeping up with the thermostatI scheduled a technician to come out that same dayThe system was running upon the technician's arrival, and was within a few degrees of the thermostat settingThe technician told the customer that he wanted come back to change out the thermostat, and caulk/seal the duct work to promote better air flowI called the customer after receiving the technician's assessment to schedule the thermostat replacement and duct caulking, and the customer became very upsetHe was under the impression that he would be getting a system replacement because his a/c unit was undersized to the homeI spoke with the technician, and he stated that the unit was not undersizedAt this point, I could not call *** and tell them that the unit was undersized and would need to be replaced because two of our technicians (along with the initial contractor) stated that the unit was not undersizedI spoke with the customer again to explain this to him, and he proceeded to get very angryI asked if he wanted to schedule for a technician to come back out and change the thermostat and seal the duct workHe said "no" and that he didn't have time to take off work to schedule within our 7AM - 3PM hoursI offered to extend our work hours to PM, but he refused to schedule with me unless it was after 4:PM, and hung upThe customer called back later, and asked to schedule between and PM on 8/22/16, and I tasked the appointment to the owner of the company so that he could do the repairs and address any complaints that the customer hay have had.The owner of MW Service Company arrived at the customer's home at PM on 8/22/16, and no one was homeHe called the customer, and the customer stated that his appointment was supposed to be between and PM, and that he was not going to be there until after PMAs I do not schedule customers for a 4-PM window, the customer was mistaken about the timingEven so, I scheduled another technician to meet the customer after PM to appease the customerThe technician arrived at 4:PM, trimmed and caulked the duct work at the air handler, and replaced the thermostatUpon completion, the a/c unit was cooling, and meeting the thermostat's demanded temperature.When the customer called a few days later to say that his a/c system was not keeping up with the thermostat again, he also stated that the temperature "upstairs" was 1-degrees warmer than the temperature settingThis is well within the range of temperature variance for a home, and was explained to the customerThe customer became combative, and wanted to know what "the next steps" were to get his whole system replacedThe customer was extremely adamant about wanting *** to replace his a/c system, and needed us to call *** and explain that his system was undersizedYet again, I was not willing to do this because, as far as I was aware from both technicians' reports, the a/c unit was not undersizedAt this point, I referred him back to his warranty company.I called the *** Authorizations Department to inform them of the diagnosis and work done at the customer's homeI explained the situation with the customer, and was told old that since the system is working, that was all we could do for the customerThis closed out the warranty claim for the customerThe customer has since called and left several threatening messages on our voicemailThe owner of the company called him back to try to explain (again) the situation, but there was no answerSince then, we have referred all calls from this customer to ***.It must be noted, that the customer was not paying for MW Service Company to come out to his home on the trips out, nor was he expected to pay for any repairs that were made while out*** is the customer's home warranty company, and covered the expense of the initial trip out on 8/8/16, 8/12/16, 8/22/no-show, and the repairs done on 8/22/later in the dayThe customer stated several times that he was "not paying to start over" the process of switching to yet another vendor within ***'s network, but would not have had to pay either wayWhen doing work for an *** *** *** customer like *** ***, MW Service Company must get approval for something as big as a whole system replacement*** needs to have accurate information from the technicians to prove the expense of any repair/replacementWe did all of the work/repairs that we were approved to do, and as far as *** is concerned, the job was completed.Sincerely,Keri BOffice Manger