Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ On June 9, while preforming duct work to a new unit install one of our technicians slipped in the consumer's attic causing damage to the sheet rock that stood as a ceiling in the hall wayThe technician immediately called into the office Upon hanging up the phone with our technician we instantly stopped all work in our office to attend to the situationThe secretary called a third party who agreed to call and set up an appointment with Mr [redacted] ***'s residenceThis was between the third party and Mr [redacted] on when they scheduled their appointment and what happen as far as who missed whatAs well as who came to actually do the fixing of the repair-all of our employees speck English and we do not employ who ever went to fix the sheet rowas with the third partyAs we do not repair sheet workHowever we kept in strict contact with our third party calling over times to make sure they scheduled an appointment and were going to complete the jobWe were informed they had set up an appointment by both the consumer and the third partyWe were informed by the third party that the consumer missed the appointment, which we informed the third party to call the consumer and make sure and set up another appointment the consumer couldn't missThey instead they scheduled another appointment and that they would even go out after 5pm so the consumer wouldn't have to miss workWe talked with the consumers every time they called and even initiating calls to make sure the job was getting doneIf the voice box was full it was due to it being the weekend and we are out of our office and in an extremely busy time of yearThe repair was made to the sheet rock by the third party and we hadn't heard anything stating otherwise or any complaints till this Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The third party has taken care of the damageAlthough this has been completed I disagree with the above statementsIf all of the above had been completed behind the scenes, as a customer I was left in the dark despite multiple phone callsMy calls were sent to voicemail not only on weekends , but during business hours as wellAs the company that had the mishap it was your responsibility to ensure all actions were taken instead of taking the word of a third-party that did not follow schedules set forth and lacked execution on multiple levels Final Business Response / [redacted] (4000, 9, 2015/06/27) */ I'm sorry you were contacted several times about your parts and the process AHS hasIf you were not an AHS customer the middle man would be gone there for faster serviceWith AHS we have to fallow procedures like approvalsWe get thousands of calls daily we do not have call waiting for a reason we do not have caller ID therefore we cannot purposely not answer your call so you will be sent directly to voicemail and we try our best to call as many people back as possibleWe never got a voice mail from you we didn't call backWe were in strict communication with you especially once there was damage to your ceilingThe rest of the time there was no need for it because we were waiting for your partYou stated in your second response that the third-party has taking care of the damage then why did you complain in the first response that the damage wasn't taken care of when in fact the damage was taken care of before you made the first complaint? As far as taking just to third parties word we never got a message from you saying otherwise that he didn't complete the job and you right now just admitted that he completed the job so I do not see what the problem was with the job not being completedWe did our job by providing a licensed contractor to fix our problem Final Consumer Response / [redacted] (4200, 11, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I first made the complaint it was after a week with no resolution on the damage doneI was satisfied with the service up until the install as I understand that part needed to take timeIt was after the accident when communication was lacking by your organizationYes, the repairs have been done at this time and I'm not trying to state otherwiseMy second complaint was with the way this was handledAs a customer I cannot accept "we receive tons of calls and cannot get to them all"I couldn't leave a voicemail because the system was full and wouldn't let meWhen I talked with your receptionist I was advised multiple times I would be receiving a call that never came from your organizationI'm done with this and just want this to stand as an official complaint
Initial Business Response / [redacted] (1000, 5, 2015/06/22) */ On June 9, while preforming duct work to a new unit install one of our technicians slipped in the consumer's attic causing damage to the sheet rock that stood as a ceiling in the hall wayThe technician immediately called into the office Upon hanging up the phone with our technician we instantly stopped all work in our office to attend to the situationThe secretary called a third party who agreed to call and set up an appointment with Mr [redacted] ***'s residenceThis was between the third party and Mr [redacted] on when they scheduled their appointment and what happen as far as who missed whatAs well as who came to actually do the fixing of the repair-all of our employees speck English and we do not employ who ever went to fix the sheet rowas with the third partyAs we do not repair sheet workHowever we kept in strict contact with our third party calling over times to make sure they scheduled an appointment and were going to complete the jobWe were informed they had set up an appointment by both the consumer and the third partyWe were informed by the third party that the consumer missed the appointment, which we informed the third party to call the consumer and make sure and set up another appointment the consumer couldn't missThey instead they scheduled another appointment and that they would even go out after 5pm so the consumer wouldn't have to miss workWe talked with the consumers every time they called and even initiating calls to make sure the job was getting doneIf the voice box was full it was due to it being the weekend and we are out of our office and in an extremely busy time of yearThe repair was made to the sheet rock by the third party and we hadn't heard anything stating otherwise or any complaints till this Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The third party has taken care of the damageAlthough this has been completed I disagree with the above statementsIf all of the above had been completed behind the scenes, as a customer I was left in the dark despite multiple phone callsMy calls were sent to voicemail not only on weekends , but during business hours as wellAs the company that had the mishap it was your responsibility to ensure all actions were taken instead of taking the word of a third-party that did not follow schedules set forth and lacked execution on multiple levels Final Business Response / [redacted] (4000, 9, 2015/06/27) */ I'm sorry you were contacted several times about your parts and the process AHS hasIf you were not an AHS customer the middle man would be gone there for faster serviceWith AHS we have to fallow procedures like approvalsWe get thousands of calls daily we do not have call waiting for a reason we do not have caller ID therefore we cannot purposely not answer your call so you will be sent directly to voicemail and we try our best to call as many people back as possibleWe never got a voice mail from you we didn't call backWe were in strict communication with you especially once there was damage to your ceilingThe rest of the time there was no need for it because we were waiting for your partYou stated in your second response that the third-party has taking care of the damage then why did you complain in the first response that the damage wasn't taken care of when in fact the damage was taken care of before you made the first complaint? As far as taking just to third parties word we never got a message from you saying otherwise that he didn't complete the job and you right now just admitted that he completed the job so I do not see what the problem was with the job not being completedWe did our job by providing a licensed contractor to fix our problem Final Consumer Response / [redacted] (4200, 11, 2015/06/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I first made the complaint it was after a week with no resolution on the damage doneI was satisfied with the service up until the install as I understand that part needed to take timeIt was after the accident when communication was lacking by your organizationYes, the repairs have been done at this time and I'm not trying to state otherwiseMy second complaint was with the way this was handledAs a customer I cannot accept "we receive tons of calls and cannot get to them all"I couldn't leave a voicemail because the system was full and wouldn't let meWhen I talked with your receptionist I was advised multiple times I would be receiving a call that never came from your organizationI'm done with this and just want this to stand as an official complaint