National Self Storage

Good afternoon, thank you for your messageWe apologize, we have found an error in our system causing the invoice in question to have been removedWe have pulled your hard copy and are working quickly to reinstate your invoice in our system and issue you a refund in the amount of $

On May 26, 2016, through our customer 2-Home Buyer's Warranty, we performed a service call at the ***'s house to check an air conditioner that was icing up and not cooling. The ***'s are clients of 2-Home Buyer's. We had diagnosed a failing compressor on the
air conditioner. The system was 1/pound low on Rrefrigerant and was also running what we call "high head pressure". We added the 1/pound of refrigerant to try to help the homeowner's get buy until repairs could be made.Being that we could not prove any other failures with the air conditioner unit, other than a failed compressor, we had no choice but to replace the actual failed component. We have guidelines to follow when working through home warranties. Unless there are major or multiple failures found, we cannot condemn a complete system. We replace the proven broken part and then report back to the home warranty if there are any other mechanical failures found past that point. In the case of this replacement, no other "mechanical" issues were found. The system's temperatures and pressures checked out well. A few hours after we replaced the compressor, we received a call from the homeowner that there was a wire hanging in the air conditioner unit and hitting the fan blade. They stated that *** "refused" to return. He did not. He was in ***. One of his service helpers was on the way home, so *** had him stop by to strap the wire up. The homeowner let the unit run until we got there, instead of turning it off. So by the time that we arrived, the fan blade cut through the wire. We had no choice but to fix it and we did.On July 6, the ***'s called in a "recall" through their home warranty. The complaint was that they had been hearing a buzzing noise every seconds since the compressor was replaced. We scheduled them for our next appointment date of 7/26/to check out a buzzing noise. \ By the time the service date came around, Mrs. *** contacted us and asked us to add to the work order that the air conditioner was not cooling. They said the house was hotter than outdoor temperatures over the weekend of 7/23/16. We met with the homeowner's friend or family member, ***, on our 6/26 visit. We checked the a/c unit. Temperatures and pressures were reading proper; we made sure all screws and panels were tight. We contacted the home warranty as they asked us to, and gave them our diagnosis of "no mechanical issues found". Being that there was no failure found on the compressor and pressures/temps checked out proper, the home warranty issued a new a new $service fee (per their contract) be paid by the homeowner. After that, Mr*** did phone me to let me know that *** was rude to them and he is always rude when he comes out. I apologized and recommended that they might be able to request an alternate servicer through their home warranty company. Mr*** did stop by our office to pay the $service fee before we closed that day.The homeowner may wish to contact their home warranty company to see if they have the option to have a 2nd opinion check done on the a/c system. I'm not certain if that is allowable, but it may be worth a phone call to check

Good afternoon, thank you for your message. We apologize, we have found an error in our system causing the invoice in question to have been removed. We have pulled your hard copy and are working quickly to reinstate your invoice in our system and issue you a refund in the amount of $47.00.

I have reviewed the response offer 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.I have already contacted 2-10 Home Warranty about this issue and we are dealing with them in regards to this matter.  I am NOT satisfied with this resolution with this response because I do NOT appreciate Nelson Repair stating that we didn't follow their directions when they told us to turn the unit off until someone could come back out to take care of the wires that their repair man [redacted] left dangling down in our air conditioning unit and that's why it was cut.  As soon as Nelson Repair was called and we were told to turn the unit off, we turned it off IMMEDIATELY, then we waited for over 2 hours, in the heat, for someone to come back to fix their mistake.  Nelson Repair was even called again, right before 5:00pm, because we were concerned someone wasn't going to come back to fix their mistake and we were going to be without air conditioning over night, at which time Mrs. [redacted] was reassured that even though the office closed at 5:00pm, someone would return to take care of the issue and we wouldn't have to go without air conditioning over night.  When the helper came back he knew it was off and if he had taken the time to come inside he would've found the temperature inside the house was over 85 degrees because the air conditioning unit had been off for almost 4 hours by the time someone came back to fix Nelson Repair's mistake.  The helper even said he's surprised it didn't kick the breaker.  If the unit had run for any longer than after the phone call to [redacted] at Nelson Repair, it would've kicked the breaker and the unit wouldn't have been able to have been running at all.   As much business as we've given Nelson Repair over the years and we always specifically ask for them to come when we have repairs to be done at our home, and we've recommended them to other people, for someone there to call us liars, I'm appalled.  
Regards,
[redacted]