National Indoor Climate Experts

[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 is satisfactory to me Regards, [redacted] ***

JUNE 2, We have 200+ verified A ratings on [redacted] and recently won national award for our high levels of customer service which is why we have made every attempt to appease this client to no availWe have issued $in refunds in attempt to satisfy her requests (for cancelled duct cleaning - ($450, concession for installer forgetting to install a filter slot $500) to no avail.The [redacted] power rebate form was submitted and a copy was also delivered to client for record keeping (I also advised the client mail the form in herself since she stated she did not believe We sent it for her - even though we did) The FREE air filters HAVE been delivered and received by client after the date of the complaintWhile it is industry standard to place a sticker to make it easy for clients to call for service in emergencies and the installer with years experience only wanted to make it easy for the client to reference filter sizeWe had no problem returning to remove the sticker and clean the filter size note off the pvc pipe but for whatever reason the client would not respond to our attempts to schedule a visit to address those needsThis client has only yelled, cursed and threatened my staff as we try to deliver everything she asks for so I have made the professional decision to cease and desist any contact or service for this client as I must protect my staff from external abuseThe client has proceeded to blatantly defame us on the internet and continues to email and call my staff with no request only insults and slander.Thank You ; Craig *E

From: Cherie H***Date: Wed, May 3, at 10:AMSubject: Complaint ID *** - ResponseTo: [email protected] what we can see your experience was not reflective of our brandWe are sorry for thatFrom the moment we walk into your home, it is our responsibility to give you the best possible experience and deliver what we promisedWe are sad to hear that on this last visit our services did not work for youYour satisfaction is our priorityI am looking into the situation and taking the necessary steps to correct it going forwardPlease accept the refund you requested for the balance of the Maintenance PlanWe remain committed to you.Cordial Regards,Craig E***
Cherie H***VP of Client RelationsNICE Home ServicesMarketing Departmentw:www.blog.nicehomeservices.comSchedule a time to talk with mep:###-###-####m:***Let's Connect

*** *** is not the home owner of *** *** *** Arlington VA *** and has not purchased any services from us.NICE Home Services received a work order from *** ***’s home warranty company on 5/12/at which time we scheduled an appointment for 5/19/our technician found the
compressor to to have bad valves and needed to be replaced.NICE Home Services diagnosed the issue and provide all information to order the proper products for the repair.Any issues with improper parts being received is outside of our control and would need to be discussed with the owners home warranty company.Complaint Resolution Department

From: *** H***Date: Wed, Feb 15, at 2:PMSubject: Complaint ID Thank you for your assistance and the service you provide to consumers.I am so sorry that this happened, it was an internal error with the dates.I believe one of our
representativesmisspoke.It looks like this complaint was filed, before I called and apologized to the client and have refunded the down payment.The cancellation of the contract was made within in the day grace period and the client is refunded in full.This has already been resolved with the client.The refund is processing and is being returned.I apologize for the misunderstanding.Thank You, *** H***VP of Client RelationsNICE Home ServicesMarketing Departmentp:###-###-####m:***w:www.nicehomeservices.comLet's Connect

I am Craig Eowner of Nice Home Services LLC
This letter is in response to a complaint made to your office by a former customer - *** *** of *** *** *** - *** *** VA ***
I would like to address the *** complaint point by point;
When we went
to the *** residence on July 10, it was to repair a water discharge tube, NOT a refrigerant line (there is a big difference)We had previously (July 9th 2014) identified a water leak on the vinyl water discharge tube over the garage of the home (note the garage is nowhere near where the damage had occurredWe also added 1lb + of FREON refrigerant to the system to make it cool the home and dehumidify the air. As *** *** noted in the complaint, the pan under the unit has been filling before The pan is an emergency drain pan that will only have water present if the unit is not draining properly or its freezing up then melting (not working properly) The point is that the pan has filled before means there is and was underlying issues with water and drainage before we ever met *** *** - you can clearly see in the pictures that the pan is completely rusted out since its not made to hold water it is only an emergency backup - this is a sign that there has been water leakage ongoing for a long time
The only reason Nino (the service tech) went into the attic was to test operation and check for any leaks - there were none at that time
After *** *** called our emergency line saying they had a leak we rushed the closest technician out to the home and to check our work and assess the issue The technician checked our work at the garage and found no issues - he did find the pan full of water and leaking down but he could not find the source of the leak He shut the system off and set up a return visit for a Master technician to return first thing in the morning.
We cleared the schedule for our most senior Technician - Richard (15+ years) - to go and assess the problem Rich worked for at least hours at the *** testing and checking the system and finally found a hairline crack on the air handlers threaded connection which appeared to be caused by cross threading and over tightening when the unit was installed This issue was difficult to find since it was concealed underneath some very old and dried putty (Rich believes it was used to stop the leak by the original installer) Once we identified the issue we called the *** Insurance company and they stated they may deny coverage due to improper installation - they said the claim is under review and they would get back to usAfter *** *** called my office on a recorded line and spoke to me she explained they had an open house and the house has been on the market a long time, she stated her finances were in disarray and her husband out of work - she stressed the importance of making the open house I told *** *** I would do anything we could to help her get through the situation(We recently won the Super Service Award by helping clients and taking good care of needs) I called the insurance company back to check the status and they said it was under review indefinitely...I then called the manufacturer of the pan to check the price and availability - there was pan in stock at *** in *** VA I then called *** *** and left a message stating I have found the part locally and we could go pick it up same day (*** is closed on Saturday so it had to be picked before pm on Friday) and our service manager could come out the next day (Saturday) to install the pan I advised since the claim is under review and *** expressed the importance of an open house, if *** *** agreed to pay the cost for the repair IF the insurance company decided to deny the claim *** *** *** called me directly at appx pm and accused me of trying to pressure them into a repair and insisting we damaged the home purposely - so at that point I ceased all efforts to try to help and advised *** *** we would wait to hear from the insurance company on how to proceed.
After the failed attempt to help the ***, My office immediately called the insurance company to advise what happened and we requested the claim be reassigned for a 2nd opinion (this way a third party could assess the situation as we knew we did not sabotage the home) After the visit from *** *** we called the insurance company to check on the findings and the report they have is different from whats on the invoice that was attached (the claim was denied) Also it seems as if the *** may have had *** *** add additional wording to the ticket There is no payment shown on the ticket and the report given to the insurance is different from the ticket
I would also like to say, it doesn't even make sense in any scenario to have my employees purposely cause major damage to a clients home in order to invest hours and hours of time and energy working with insurance and multiple visits, just to pressure them into a repair where we make no profit and even lose money We were only trying to deliver a high level of customer service which somehow got turned around and used against us The pan replacement would retail at $1400+ regularly We were doing it at cost to help someone in need Remember the *** stressed the need to get fixed before the open house and I was only trying to be of help to that goal With *** *** expressing her personal and financial concerns I utilized my power to give them the repair at cost IF IF IF the insurance didn't cover it and pay the bill.
With all that being said, we even opened a claim with our insurance company and asked if they investigate since ***/*** continue to complain online and send threatening emails
Our insurance company is utilizing an impartial 3rd party to determine fault and will pay or deny the claim based on the findings
I believe the unit had underlying issues and once we charged it with freon it was cooling well When an AC is cooling well it condensing humidity and draining it out The same drainage issue that led to the rusted pan was still present and the rusted pan was most likely no longer water tight leading to water damage We pride ourselves on quality and integrity - we have the best insurance that we can buy and if we cause damage we have no problem owning it and using our insurance to make it right for our clients We sent different techs out to assess the issue to make sure it was pinpointed I hate to think like a shady person bit if we were trying to sabotage as *** claim wouldn't at least one of the guys had covered the supposed tracks and why would we initiate a 2nd opinionOUR INSURANCE CLAIM INFO IS:
*** INSURANCE COMPANY
AGENT - *** ***
CLAIM# ***
*** EXT ***
I have included some emails and documents from the job, the pics show where its leaking from and not a drain pipe its from inside the unit:

From: Cherie H***Date: Wed, May 3, at 10:AMSubject: Complaint ResponseFrom what we can see your experience was not reflective of our brandWe are sorry for thatFrom the moment we walk into your home, it is our responsibility to give you the best
possible experience and deliver what we promisedWe are sad to hear that on this last visit our services did not work for youYour satisfaction is our priorityI am looking into the situation and taking the necessary steps to correct it going forwardPlease accept the refund you requested for the balance of the Maintenance PlanWe remain committed to you.Cordial Regards,Craig E***Cherie H***VP of Client RelationsNICE Home ServicesMarketing Departmentw:www.blog.nicehomeservices.comSchedule a time to talk with mep:###-###-####m:***Let's Connect

Justin, the tech, was prompt, polite and efficient He gave me good feedback on what he found and did the inspection of my a/c fast

[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 is satisfactory to me. 
Regards,
[redacted]

JUNE 2, 2014
We have 200+ verified A ratings on [redacted] and recently won national award for our high levels of customer service which is why we have made every attempt to appease this client to no avail.
We have issued $950 in refunds in attempt to satisfy her requests (for...

cancelled duct cleaning - ($450, concession for installer forgetting to install a filter slot $500) to no avail.The [redacted] power rebate form was submitted and a copy was also delivered to client for record keeping (I also advised the client mail the form in herself since she stated she did not believe We sent it for her - even though we did) The FREE air filters HAVE been delivered and received by client after the date of the complaint.
While it is industry standard to place a sticker to make it easy for clients to call for service in emergencies and the installer with 15 years experience only wanted to make it easy for the client to reference filter size. We had no problem returning to remove the sticker and clean the filter size note off the pvc pipe but for whatever reason the client would not respond to our attempts to schedule a visit to address those needs.
This client has only yelled, cursed and threatened my staff as we try to deliver everything she asks for so I have made the professional decision to cease and desist any contact or service for this client as I must protect my staff from external abuse. The client has proceeded to blatantly defame us on the internet and continues to email and call my staff with no request only insults and slander.Thank You ;
Craig *. E

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because everything from this company is a
blatant LIE. If I was "yelling" it was only because they charged me up
front for work they did not do and then repeatedly refused to provide any customer service. They never made any attempts to "appease" me. In fact, they repeatedly ignored my questions and completely botched the appointment for my duct cleaning because they are so completely disorganized and have absolutely no communication skills among themselves or with the customers. When I sent elliot (supposedly the
owner) a 4 page email detailing all of the problems with his business
and his staff, he ignored every single problem. His only response was to
try to do better with customers in the future. That certainly didn't
help me or answer the 22 questions I specifically asked. They didn't
even install my new heat pump properly because it doesn't work!!! When I
complained about that and tried to get them to come to my house to fix
it (it's still under warranty which is part of my contract), elliot
threatened me with legal action for "harassing" them. That's not
harassment. It's called a warranty and is part of the BINDING CONTRACT
both parties entered into. I called his bluff and told him I'd be happy
to speak with his attorney regarding his illegal, unilateral
cancellation of a binding contract. Elliot's claim that I still call and email them is another BLATANT LIE. I cannot call or email because they have blocked my email and phone numbers to ensure I cannot contact them. But they still contact me - sending their junk through the US mail to my home. That's them harassing me, not the other way around as they falsely claim. They illegally ended the business relationship, so there is absolutely no reason for them to continue to send anything to my home.If they feel that I have "defamed" them on the internet, it's only
because the truth hurts. The salesman and the installers asked me to
review them online. I happily obliged. I've only posted ONE internet review and it's their own fault they don't
like what I posted about them, but I will be posting more reviews as they requested. Elliot's claim that I've "slandered" him is also a blatant lie and slanderous against me! It can only be slander if it's a lie, and I'm not the one who's lied.  Everything I've said about them is true. They are completely unprofessional (refusing to answer repeated questions about the status of my [redacted] rebate and other questions, unable to determine if I have an appointment for duct cleaning on a specific date, defacing my new equipment with their stickers and writing, charging me for work they didn't do, reneging on a contract, refusing to honor a warranty) and incompetent (heat pump was obviously not installed properly since it doesn't work properly) as they have repeatedly demonstrated and I have the right to share that experience with the public. When I questioned the installer the day of installation about the work he didn't do he blamed the lack of communication from the salesman. It shouldn't matter what the salesman did or didn't tell the installer, the work to be done was clearly identified on the written contract and the installer flat out ignored it. If he can't read a simple contract, then I am only left to believe that the reason my system still doesn't work is because it was improperly installed. The whole thing feels like a scam. They took my money, didn't do all the work and will never honor the warranties I contracted for and the money I paid. When I agreed to do business with them and did
not cancel the contract within the 3 day window, I expected the full
benefits of the contract. Their actions and lack of actions caused me to
"yell" because I could not get any customer service or answers to my valid questions. That does
not give them the right to unilaterally cancel a binding contract just
because they weren't professional to begin with.
[redacted]

I contacted National Indoor Climate Experts LLC this morning to go to my rental property to fix the A/C. I have a young couple with a 3 month old infant and the temperatures were over 90 degrees so it was/is a urgent matter. The person who helped me was very friendly and promised I would be happy with their service. I told her I was a little uncomfortable with the $226 service fee just to go to the house but she promised I would be happy and they would work with my Home Warranty program to get reimbursement. The technician eventually got to the house and determined the compressor was inoperable, and he would not be able to repair it. He called me and relayed this fact. He expressed the unit should be replaced. I asked him if he called the home warranty company to report his diagnosis and he said no. He said they would just want to go the cheap way and piece meal the repairs with replacing the compressor only and it would take 3 weeks for it to come in. I told him I understand but I need him to call the home warranty company and then we would go from there. He sounded disappointed and said ok. I let an hour pass expecting to get a call from either my home warranty company or the technician. When neither occurred, I call my home warranty company who confirmed the technician never called. I then tried to call him but he would not answer. I call his home office but they had gone home for the day and I got the answering service who just submitted a request. I waited another hour without hearing from anyone and repeated my steps. The lady from the answering service was very sympathetic but didn't have any numbers to reach anyone, she could only submit a request in her system.
It is completely unprofessional to charge my credit card $226 and not follow through with your promise. Beyond that, it is simply heartless to go to a home with a young mother with her infant child, see them suffering and leave without completing your duty. Its beyond me how a man could conduct himself this way. Its unprofessional and immature..

Review: On April 25th, Chris came to my house to give me an estimate on what a new furnace/heat pump would cost. During that meeting, I told him I had 3 requirements for my new system: 1. I wanted to be cool in the summer 2. I wanted to be warm in the winter 3. I wanted the filter in the front of the unit that I could go to the store and easily replace. So far, 2 of my 3 requirements have not been met. This business has a serious problem with communication - between themselves and with their customers. On May 13th, when the new system was installed, the installers did not take out the old filter housing as Chris said would be done in his estimate. They also left the old concrete slab in my backyard instead of taking it with them. In addition, they did not provide the proper sized filter for my brand new furnace. What "professional" business installs a new furnace without even providing a properly sized filter?? The installer said he didn't even know anything about it because he blamed Chris for not communicating with him. The installer left a smaller filter and told me to get the proper size as soon as possible. That's when I found out that the size I need is NOT standard. During my discussions with Chris, he said I could go to [redacted] and pick up the filters but since it is not a standard size, I have to order them online. I don't believe for a minute that Chris didn't know when he sold me this unit that the filter size was not standard and that I would not be able to just run to [redacted] and pick them up. I also don't believe the unit is working properly since it is still just as hot in my upstairs as it was BEFORE the AC was fixed and turning the thermostat down only cools off the lower two levels. Since these were 2 of the 3 very specific requirements I told Chris, I feel like I've been scammed out of $11,000. Another problem I had with the installation was that the installers intentionally defaced my property. The filter size was written in marker on a pipe and they put their stickers on the furnace as well as the electrical box outside. They didn't ask me if I wanted these stickers or if I wanted them to write on my pipe, which I didn't. I sent an email to Cherie on May 17th regarding several of these issues. Her only response back was that she created a dispatch ticket and asked when I wanted them to come back to my house. Her email response did not address the specific issues in my email so I called her. When I spoke to her on the phone, she said that it was "industry standard" to slap their stickers on my brand new equipment. Maybe it is and maybe it isn't, but the point is that it's my equipment and I paid for it and I should have been asked before it was permanently defaced. I also told her in that email, that I wanted a credit for the work that was not done regarding removing the old filter housing and putting the metal pieces together. I did not want another dispatch ticket because that work should have been done the day of installation per Chris' orders and I should not have to give up more time for them to make another mess in my basement when they're the ones who didn't do the job properly to begin with. During the same phone call with Cherie, she said I would have to talk to Freddie about the credit and the removal of the concrete slab from my backyard. Since I wasn't provided with an itemized bill, I didn't know what I was charged for the removal of the old filter housing and Freddie refused to tell me. I told him how much I wanted refunded for that work that wasn't done and since he was so quick to accept my number, I assume it was low and didn't accurately represent what I actually was charged. Freddie also offered to order a box of filters that he said would last a year. I accepted that offer, but they have not arrived at my house yet. I don't know if he actually ordered them but he told me a different size from what the installer permanently wrote on my pipe. How is it that neither of them can even agree on the correct size?? It's unbelievable to me how these people can be so completely disorganized and seem to have absolutely no communication skills whatsoever. I was scheduled to have my ducts cleaned on May 24th, but I got a voicemail from someone named Elizabeth stating that they could not do the work on May 24th, but when I talked to Cherie she said I was scheduled for the 24th. I sent an email on May 22nd asking about the discrepancy, but of course got no response. It seems like they don't have good records and don't talk to each other and I'm the one caught in the middle of their communication issues. I stated in that email that I wanted to cancel my appointment on the 24th since I didn't even really know if I had one or not. I told them I would let them know when I wanted to reschedule, but Cherie still called on May 26th (the Memorial Day Holiday) and left a message asking when I wanted to reschedule. Someone has called everyday since, but they don't leave a voicemail. I know it's them anyway because the phone number shows up on my caller ID. At this point, I don't want to reschedule. I want the credit for the duct cleaning ($450 I think) since they're the ones who are so disorganized. I've also asked Cherie in my emails on May 17th and May 22nd if my rebate form was sent to [redacted]. She has ignored my question both times. I don't care if my $250 rebate comes from [redacted] or NICE, but I expect my refund and I deserve to have my emails answered completely. I will leave the gate on my fence unlocked so they can come and remove the concrete slab they never should have left in the first place. I will give them until June 10th which is 4 weeks from the day they left it and more then enough time. I have absolutely no interest in doing anymore business with a company that is so disorganized one employee tells me I have an appointment and another employee tells me I don't. That's ridiculous. I also have absolutely no interest in wasting more time with a business that ignores my repeated questions and emails. That is completely unprofessional. I want them to stop calling (they don't leave a message anyway) and I want them to remove the concrete slab from my backyard. I also want the box of CORRECT SIZED FILTERS Freddie said he was going to provide, and I want the refunds I've already been promised including the one from [redacted] and the one for not removing the old filter housing that someone named Stephanie said "the check is in the mail", and I want a refund for the duct cleaning that no one can seem to determine whether or not I have an appointment for and I want a refund for whatever is not working properly that won't cool the top level of my house. I also want them to take me off their mailing list because every 2 to 3 days they send me the exact same flyer. The time for them to do the right things and be "nice" has long since passed.

Business

Response:

JUNE 2, 2014We have 200+ verified A ratings on [redacted] and recently won national award for our high levels of customer service which is why we have made every attempt to appease this client to no avail.We have issued $950 in refunds in attempt to satisfy her requests (for cancelled duct cleaning - ($450, concession for installer forgetting to install a filter slot $500) to no avail.The [redacted] power rebate form was submitted and a copy was also delivered to client for record keeping (I also advised the client mail the form in herself since she stated she did not believe We sent it for her - even though we did) The FREE air filters HAVE been delivered and received by client after the date of the complaint.While it is industry standard to place a sticker to make it easy for clients to call for service in emergencies and the installer with 15 years experience only wanted to make it easy for the client to reference filter size. We had no problem returning to remove the sticker and clean the filter size note off the pvc pipe but for whatever reason the client would not respond to our attempts to schedule a visit to address those needs.This client has only yelled, cursed and threatened my staff as we try to deliver everything she asks for so I have made the professional decision to cease and desist any contact or service for this client as I must protect my staff from external abuse. The client has proceeded to blatantly defame us on the internet and continues to email and call my staff with no request only insults and slander.Thank You ;Craig *. E

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because everything from this company is a

blatant LIE. If I was "yelling" it was only because they charged me up

front for work they did not do and then repeatedly refused to provide any customer service. They never made any attempts to "appease" me. In fact, they repeatedly ignored my questions and completely botched the appointment for my duct cleaning because they are so completely disorganized and have absolutely no communication skills among themselves or with the customers. When I sent elliot (supposedly the

owner) a 4 page email detailing all of the problems with his business

and his staff, he ignored every single problem. His only response was to

try to do better with customers in the future. That certainly didn't

help me or answer the 22 questions I specifically asked. They didn't

even install my new heat pump properly because it doesn't work!!! When I

complained about that and tried to get them to come to my house to fix

it (it's still under warranty which is part of my contract), elliot

threatened me with legal action for "harassing" them. That's not

harassment. It's called a warranty and is part of the BINDING CONTRACT

both parties entered into. I called his bluff and told him I'd be happy

to speak with his attorney regarding his illegal, unilateral

cancellation of a binding contract. Elliot's claim that I still call and email them is another BLATANT LIE. I cannot call or email because they have blocked my email and phone numbers to ensure I cannot contact them. But they still contact me - sending their junk through the US mail to my home. That's them harassing me, not the other way around as they falsely claim. They illegally ended the business relationship, so there is absolutely no reason for them to continue to send anything to my home.If they feel that I have "defamed" them on the internet, it's only

because the truth hurts. The salesman and the installers asked me to

review them online. I happily obliged. I've only posted ONE internet review and it's their own fault they don't

like what I posted about them, but I will be posting more reviews as they requested. Elliot's claim that I've "slandered" him is also a blatant lie and slanderous against me! It can only be slander if it's a lie, and I'm not the one who's lied. Everything I've said about them is true. They are completely unprofessional (refusing to answer repeated questions about the status of my [redacted] rebate and other questions, unable to determine if I have an appointment for duct cleaning on a specific date, defacing my new equipment with their stickers and writing, charging me for work they didn't do, reneging on a contract, refusing to honor a warranty) and incompetent (heat pump was obviously not installed properly since it doesn't work properly) as they have repeatedly demonstrated and I have the right to share that experience with the public. When I questioned the installer the day of installation about the work he didn't do he blamed the lack of communication from the salesman. It shouldn't matter what the salesman did or didn't tell the installer, the work to be done was clearly identified on the written contract and the installer flat out ignored it. If he can't read a simple contract, then I am only left to believe that the reason my system still doesn't work is because it was improperly installed. The whole thing feels like a scam. They took my money, didn't do all the work and will never honor the warranties I contracted for and the money I paid. When I agreed to do business with them and did

not cancel the contract within the 3 day window, I expected the full

benefits of the contract. Their actions and lack of actions caused me to

"yell" because I could not get any customer service or answers to my valid questions. That does

not give them the right to unilaterally cancel a binding contract just

because they weren't professional to begin with.

Review: On Thursday, July 10, Nice was called from my home warranty company, [redacted] They came to repair a leaking Fridgerent line in my garage that another company could not seem to fix. The guys that came were great. they fixed that repair. Again this was the initial reason for the call. My AC unit had also stopped working which was in the attic. Now, the last time this happened, my HVAC guy, that I had work on it when it was installed, came over went into the attic, emptied the drain pan and turned it back on. It worked. Here comes NICE the not NICE home services. They go up to the attack, supposedly fixed the problem, and leave. My husband was home when this took place. I then come home, and we had just had a rain storm and I went into my daughters room to close the window, because my husband forgot to close it once the AC came back on. I closed the window, and when I turned around I notice water on the floor near the doorway into the bedroom. I look up at the ceiling and water bubbles are everywhere. I call NICE to come back, because apparently what they did made it worse. They arrive and spend about ten minutes here. The tech takes pictures of the ceiling damage and then goes outside. I figure it is to call the manager or the owner. He then goes backup stairs to the acttic. then says, we will have to come back tomorrow to fix it. it's late, etc.The call aand say that the leak is not their falt . There is a crack in the drain pan. How could there be a drain in the pan less than 24 hours? They have to replace the drain pan which will cost $600. We had a third-party come in. They asked me to come up to the attic. he said, see this mam? The drain pipe and the hose have been disconnected and it was done intentionally. There is NO CRACK in the drain pan.I said, funny, the owner "Craig" said that we needed a new pan, which was going to cost us $600 and we had to quickly make a decision before the supply store closed. [redacted] back on Monday and repaired it $145.Desired Settlement: $145 for the new HVAC tech who had to come and put back the pipe and hose onto the AC Unit and repair for the dry wall damage done to the ceiling, along with advertising costs for an Open House we were hold to sell our home on Sunday, July 13, 2014.

Business

Response:

I am Craig E. owner of Nice Home Services LLCThis letter is in response to a complaint made to your office by a former customer - [redacted] of [redacted] - [redacted] VA [redacted]. I would like to address the [redacted] complaint point by point; 1. When we went to the [redacted] residence on July 10, 2014 it was to repair a water discharge tube, NOT a refrigerant line (there is a big difference). We had previously (July 9th 2014) identified a water leak on the vinyl water discharge tube over the garage of the home (note the garage is nowhere near where the damage had occurred. We also added 1lb + of FREON refrigerant to the system to make it cool the home and dehumidify the air. 2. As [redacted] noted in the complaint, the pan under the unit has been filling before. The pan is an emergency drain pan that will only have water present if the unit is not draining properly or its freezing up then melting (not working properly). The point is that the pan has filled before means there is and was underlying issues with water and drainage before we ever met [redacted] - you can clearly see in the pictures that the pan is completely rusted out since its not made to hold water it is only an emergency backup - this is a sign that there has been water leakage ongoing for a long time. 3. The only reason Nino (the service tech) went into the attic was to test operation and check for any leaks - there were none at that time. 4. After [redacted] called our emergency line saying they had a leak we rushed the closest technician out to the home and to check our work and assess the issue. The technician checked our work at the garage and found no issues - he did find the pan full of water and leaking down but he could not find the source of the leak. He shut the system off and set up a return visit for a Master technician to return first thing in the morning. We cleared the schedule for our most senior Technician - Richard (15+ years) - to go and assess the problem. Rich worked for at least 2 hours at the [redacted] testing and checking the system and finally found a hairline crack on the air handlers threaded connection which appeared to be caused by cross threading and over tightening when the unit was installed. This issue was difficult to find since it was concealed underneath some very old and dried putty (Rich believes it was used to stop the leak by the original installer). Once we identified the issue we called the [redacted] Insurance company and they stated they may deny coverage due to improper installation - they said the claim is under review and they would get back to us...5. After [redacted] called my office on a recorded line and spoke to me she explained they had an open house and the house has been on the market a long time, she stated her finances were in disarray and her husband out of work - she stressed the importance of making the open house. I told [redacted] I would do anything we could to help her get through the situation. (We recently won the 2013 Super Service Award by helping clients and taking good care of needs) I called the insurance company back to check the status and they said it was under review indefinitely...I then called the manufacturer of the pan to check the price and availability - there was 1 pan in stock at [redacted] in [redacted] VA. I then called [redacted] and left a message stating I have found the part locally and we could go pick it up same day ([redacted] is closed on Saturday so it had to be picked before 5 pm on Friday) and our service manager could come out the next day (Saturday) to install the pan. I advised since the claim is under review and [redacted] expressed the importance of an open house, if [redacted] agreed to pay the cost for the repair IF the insurance company decided to deny the claim. [redacted] called me directly at appx 445 pm and accused me of trying to pressure them into a repair and insisting we damaged the home purposely - so at that point I ceased all efforts to try to help and advised [redacted] we would wait to hear from the insurance company on how to proceed. 6. After the failed attempt to help the [redacted], My office immediately called the insurance company to advise what happened and we requested the claim be reassigned for a 2nd opinion (this way a third party could assess the situation as we knew we did not sabotage the home) After the visit from [redacted] we called the insurance company to check on the findings and the report they have is different from whats on the invoice that was attached (the claim was denied). Also it seems as if the [redacted] may have had [redacted] add additional wording to the ticket. There is no payment shown on the ticket and the report given to the insurance is different from the ticket. 7. I would also like to say, it doesn't even make sense in any scenario to have my employees purposely cause major damage to a clients home in order to invest hours and hours of time and energy working with insurance and multiple visits, just to pressure them into a repair where we make no profit and even lose money ... We were only trying to deliver a high level of customer service which somehow got turned around and used against us. The pan replacement would retail at $1400+ regularly. We were doing it at cost to help someone in need. Remember the [redacted] stressed the need to get fixed before the open house and I was only trying to be of help to that goal. With [redacted] expressing her personal and financial concerns I utilized my power to give them the repair at cost IF IF IF the insurance didn't cover it and pay the bill. 8. With all that being said, we even opened a claim with our insurance company and asked if they investigate since [redacted] continue to complain online and send threatening emails. Our insurance company is utilizing an impartial 3rd party to determine fault and will pay or deny the claim based on the findings. I believe the unit had underlying issues and once we charged it with freon it was cooling well. When an AC is cooling well it condensing humidity and draining it out. The same drainage issue that led to the rusted pan was still present and the rusted pan was most likely no longer water tight leading to water damage. We pride ourselves on quality and integrity - we have the best insurance that we can buy and if we cause damage we have no problem owning it and using our insurance to make it right for our clients. We sent 2 different techs out to assess the issue to make sure it was pinpointed .... I hate to think like a shady person bit if we were trying to sabotage as [redacted] claim wouldn't at least one of the guys had covered the supposed tracks and why would we initiate a 2nd opinion.....OUR INSURANCE CLAIM INFO IS:[redacted] INSURANCE COMPANYAGENT - [redacted] CLAIM# [redacted] EXT [redacted]I have included some emails and documents from the job, the pics show where its leaking from and not a drain pipe its from inside the unit:

Review: My A/C unit went out and [redacted] had worked on it two times previously, so I called him to see if he was still was doing HVAC work. He was and could any work I needed on an employee discount. [redacted] came by the evening and gave me quote on a new condenser. He said write him a check and he would use his employee discount and schedule an appointment through his company the next morning to install the new unit. That was the last time I saw him. The first week he didn't answer the phone. The second week, he kept promising he would show but never did. Finally, I said, "I want my money back." [redacted] told me, "It would take 5 to 7 business to refund into his account." I asked him for the store phone number to verify his story but he refused. When the seventh day arrived he called [redacted] (the person who originally introduced use)and said, "He would call he when he got off the return the money." He never called that Friday, Saturday or answered repeated phone calls to him. I looked up [redacted] Criminal Background and found out the he has a history of doing this to customer in the past. In fact, [redacted] was convicted for unlawful business practices for doing unlicensed HVAC work.This Company had [redacted] go out on service calls without a HVAC license and being accompanied by a Master HVAC contractor along side him. [redacted] was on an apprentice and the company was short staffed. I found out [redacted] didn't have his license when he didn't show and I hired another contractor to come out to my home. He immediately saw the poor quality, amateurish, unprofessional job [redacted] did to my furnace.Desired Settlement: This Company failed to research [redacted]'s background and have this dangerous, con artist taking people's money. I told his company what he did and they immediately fired him. I told them I knew [redacted] was not licensed in the state of MD, DC or VA to do HVAC work. I would Like my would funds returned from the company because [redacted] was representing the company. Even though I wrote the check to [redacted], I was ultimately going through National Indoor Climate Experts company to have my work done.

Business

Response:

August 22, 2013

To whom it may concern,

RE: ID # [redacted]

First let me state, this person making this complaint is not “one of our customers” My company has never serviced this customer or address.

This Person who made the complaint stated he had a relationship with an employee that was established well before the employee even started with my company and he already had work done by this employee before the employee even started working with us.

The person making the complaint clearly stated he called the technician directly and wrote a check to the tech and the invoice he has as a receipt is not even one of My companies invoices which even has the the name as the header where a company name would go.

[redacted] (the employee) was not representing My company and that is clear per the check this person wrote and the invoice he signed. (This person sent me a copy of the check and invoice and I have included a copy which will clearly show this "deal had nothing to do with National Indoor Climate Expert LLC).

Sincerely,