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Reviews Old West Builders

Old West Builders Reviews (41)

This company is the only appliance repair company that I have have had an outstanding experience withThey are honest, prompt, reliable and a pleasure to work withThey have fixed my AC several times across different properties over the past few years and I am grateful to be able to call them and feel certain they can handle the problem

Higginbotham & Son fixed my A/C and saved my life! My husband called our home warranty company when our A/C went out in the beginning of September I have pets and children and all of us were miserable The home warranty company sent Higginbotham & Son The girl who called to schedule the appointment said her first available appointment was the next dayShe was very nice and after I explained my situation she said that she would try to tweak the schedule and fit me in She called half hour later and had someone out in about an hour The techs were awesome, [redacted] and [redacted] were helpful, Within an hour the house was cooling down I had to call them again last week for my heater, again the office girl was quite helpful and got me someone the same day She even sent the same techsi would recommend Higginbotham & Son to all my family and friends!!!

The Contractor stated they were overbooked so they couldn't see us until Friday 09/(We put in a request on Saturday 09/and called them on 09/15) They were unable to help us any sooner so we patiently waited and they NEVER showed up! This is Arizona in the summer We didn't even get a call to let us know if we had been rescheduled either It was very unprofessional and discourteousWith the heat at what it was it was very uncomfortable and my family and I tried to communicate with them, but it was like talking to a brick wall I advised my home warranty company of the issue and they took care of me However I sincerely advise not using this service unless you are very flexible

Had to take a minute to write a thank you to Higginbotham and Son for responding on a weekend and getting our air working again My warranty company usually sends someone within to days, but these guys came out within hours on a Saturday and made the repairs right away Saved us from days in a hotel because my elderly mother could not stay in our house! Thank you guys! Will definitely request you in the future

I have taken time off two consecutive days expecting someone to show up to repair our A/C unit (our house is degrees, with an infant)The first day, the technician called on his way to let us know he was in a car accidentWe rescheduled to have someone come out the following day arriving anywhere from 6:a.m- 9:a.mWould you imagine that no one arrived or notified us that no one was coming to fix the A/C After having to call the company over times, on two different telephones, I finally got through to a representative who placed me on hold, resulting in my call being disconnectedAfter calling back another times (this is not an exaggeration), I reached another individual whom I specifically asked NOT to place me on hold, and she did anyways to tell me that the technician had another call that was more importantNeedless to say, after I asked for the woman's supervisor, I was told that I should find another company that she could not help meShe proceeded to hang up on me, leaving me speechlessThis business is a waste of time being that you have to call over and over for minutes to speak to someone and not be helpedI would NEVER refer anyone to this placeThey are worthless when you need something fixed or a supervisor

Dear Sir/Madam: We are responding to the above filed complaint It needs to be noted that records are only required to be kept for 7-years, and as such original invoices containing detailed information pertaining to an installation in would no longer be available in However, there are documented notes pertaining to this specific service call in the dispatch program, but may be limited in content We will provide a copy of these notes along with this letter, as it is the only source of documentation dating as far back as 2003/available The following is a timeline of the service history of record available to us: 12/29/Service tech was dispatched to [redacted] **; ***, [redacted] *** in response to Work Order # [redacted] received from the home warranty company, [redacted] Homebuyers Protection Corporation (referred to as [redacted] from here on) A service fee (required warranty contracted co-pay amount) of $was collected for that service call, details of exact service are not available other than service was completed and unit was operational at that time 07/21/New Work order issued from [redacted] was received Office spoke with [redacted] Representative (***) and he stressed the urgency and priority the service request A tech was dispatched the same day to the above listed location The Work Order from [redacted] specified that no service fee was to be collected Findings for this service request were reported to [redacted] promptly Reported original contractor improperly installed the unit causing a code violation due to the unit’s panel being buttagainst a wall leaving about only 10-inches of space to allow access to the unit, far below code standards, Unit was a Carrier Model# [redacted] No serial# was readable A 1/2-ton rooftop heat-pump package more than 25-years old Found multiple non-repairable leaks in condensing coil Compressor had weak valves Advised unit be condemned due to age and condition and be replaced Rooftop is flat and foamed-over Repairs to foamed roof may be necessary if removal and installation necessitate damage to foam Replacement will require sheet metal extension for unit to be moved to 2-feet in order to fix the code violation Will need to run new thermostat wiring [redacted] authorized replacement of unit 07/22/Determined installation costs not covered by customers [redacted] policy Homeowner is responsible for charges not covered by warranty policy Discussed charges with the customer as follows: Sheet metal extension $ T-STAT wiring $ Disposal of old unit $ Customer Total $ 07/23/ Installed new rooftop heat-pump package unitWhile techs were installing the new unit the customer’s father called in multiple times to complain that they were “being ripped off” by Higginbotham & Son, refusing to pay the $charge The home owner’s sister had also called asking for the owner It was explained that he was not in the office at that time She then threatened t5o call [redacted] **, the Revdex.com and the *** This all before the installation had been completed 07/26/The techs returned to the property to recheck operations to ensure install was properly completed and the unit was fully operational at that time They cleaned up roof removing all debris and equipment and repaired any damage to the foam from the installation 08/05/ Owner authorized refund of customer payment of $ Issued check # [redacted] for the full amount of $ In her complaint to the home owner states that we had serviced her unit multiple times for the same reoccurring issue The only documentation that is available lists only one previous service date on 12/29/in which a Work Order had been sent from [redacted] and a tech had been dispatched to service a unit at her property that same day Detailed notes included on original invoice were not documented in the system but did note that service (any repairs, part replacements, rewiring, cleaning etc .) had been completed and that the unit was properly cooling and heating at that time A service fee of $was collected at that time as required by her warranty policy The customer states that prior to the installation in July of she had “found out” that she needed a new A/C unit and repairs we “claimed” we were doing were not an option for fixing her A/C She makes no mention of the person/company that had provided her with this information, or their qualifications in making a determination that the unit was not repairable And again, July of is 7-months after repairs had been done by us How long after such repairs were done did the unit begin to have a problem again? Was this reported to the warranty company right away? If so, did anyone other than Higginbotham & Son come service her unit? [redacted] uses many HVAC vendors, and often do not consistently send the same vendor for every service request issued I make mention of this because there is a p***ess for home warranty services When the customer needs service for their HVAC equipment for heating and cooling failures they must first contact the warranty company and file a claim requesting service Once the request is p***essed a contracted vendor is assigned and a work order is issued to the selected vendor The vendor then contacts the customer and schedules a day and time frame in which the technician will be dispatched to the property address Once at the service location the tech checks the unit for mechanical and operational failures The technician makes his diagnosis If parts or supplies needed for repairs are available on the van, he makes proper repairs and rechecks operationsIf the unit is working properly he closes the work order as completed If parts/supplies needed are not readily available the warranty company is notified and job is authorized and total non-covered charges (if any) is determined and the customer is notified of amount they are responsible for paying The necessary parts/equipment is ordered and the tech is scheduled to return once he has the items to finish repairs When the repairs/parts are not covered under the warranty policy then the vendor prepares the estimated costs for parts, labor and repairs and informs the customer of the total amount to complete the necessary workThe customer is then free to accept that offer or go with any company of their choosing The work order is then closed and reported as complete If, within 30-days of the services performed, the unit is again having problems related to the original complaint, the customer may either call the vender directly or the warranty company and a tech will be scheduled to come back and take another look and if there is more service to be done the vender will complete work under the same above conditions and a service fee will not be charged to the customer Any charges not covered under warranty are still the responsibility of the customer If the failure is not related to the initial complaint and repairs, the call will be treated as a new claim and a service fee will be collected If a problem is reported after 30-days, and is not related to a mistake made by the vendor during installation of new equipment, the customer must go through proper channels of the homeowner’s warranty company and file a new claim for service, unless the customer wishes to not file the claim and pay the vendor directly for full amount due for labor, service, parts, and repairs Again, a new service request may be assigned to any vendor, unless the policy holder requests differently and it is approved by the warranty company The customer states in her complaint that she called [redacted] News, the Revdex.com and the [redacted] and due to [redacted] **’s “aggressive approach with Higginbotham & Son” we were forced to replace her unit There is no documentation relating to any formal complaints filed with the [redacted] (or any other agency) Although, files from have been destroyed, I do have complete files with all correspondence with agencies such as Revdex.com and ***, and it is reasonable that someone would mention in the computer notes that there was an inquiry into a valid complaint filed by a customer, or that [redacted] had come to question a reported customer complaint Even if such complaints were being looked into at that time, for which there is no record of, or a [redacted] reporter was taking an aggressive approach with Higginbotham & Son, the claim still needed to be filed with [redacted] and a work order issued to Higginbotham & Son versus the other contracted vendors that work with [redacted] When the Work Order was issued to Higginbotham & Son July 23, 2004, a technician was promptly dispatched to the service address The technician concurred that the unit needed replacing and other code violations needed to be addressed The new unit was installed within a matter of days It was not that we did not want to help her, or that we were “not happy” with her for going to [redacted] **, it was that the time between the last date of service and her complaint that the unit needed to be replaced was well over 30-days and had to be channeled through [redacted] It is also stated that she was only charged a total of $for charges that were not covered by her policy Although the charges were valid and work completed, before the installation was even completed the family was claiming the we were “Ripping them off” threatening to report Higginbotham & Son to [redacted] **, the [redacted] and Revdex.com How is someone “ripped off” for work that hasn’t even been completed? What was specifically wrong with the thermostat wiring, sheet metal extension (necessary to remove the code violation) or the haul away and disposal of the previous unit before the completion of the install? She was only charged for those services specifically She was eventually refunded that $400, not to keep her from filing a complaint with some agency, but because at Higginbotham & Son the owner felt that customer satisfaction was worth more than that $ No complaints were received regarding operation or issues related to the installation of the unit for over 9-years No complaints from the customer or [redacted] Contact regarding service or complaints would have rendered the file active from the date of contact The complaint does not mention any services needed to her unit whatsoever, not even for refrigerant or general minor issues that occur from regular use After a heavy rain storm when her roof was leaking She states that in August of the person, which we assume is not a licensed HVAC technician or an expert in manufacturer installation standards or code regulations, sent to inspect the roof determined that the HVAC installation was sloppy and installed incorrectly, stating the unit was installed too close to the roof causing accumulation of leaves, debris and water further causing damage and leaks in the roof Despite what she was told by the man inspecting the roof, the installation would have been done properly and within code and manufacturer standards Regardless of how high the unit is from the roof, especially a flat roof, heavy winds and rains will cause debris, leaves, and water to accumulate beneath the unit if not regularly maintained, or at least maintained periodically Units should have regular preventative maintenance checks to be to avoid any issues that could cause damage or failures, such as the accumulation of debris, leaves and water beneath the unit During a maintenance check, any repairs needed or suspected conditions that could cause damage or failures due to wear and tear or weather can be addressed and resolvedThe technician would also absolutely catch an improper installation during a maintenance visit After the inspection of the leaks in the roof, the customer claims she called Higginbotham & Son regarding “this roof leaking matter” and “their sloppy improper installation” expecting us to “come take care of this problem” To operate properly 9-years without issues suggests that the unit and its components were in fact installed properly, consistent with manufacturer standardsMinor issues are not unexpected from regular use within a few years, even with proper regular maintenance Parts and equipment are certainly expected to need maintenance and repairs long before 9-years have passed The complaint states that when calling Higginbotham & Son, in August of 2013, a man representing himself as the owner “laughed at her” and said “Good luck with that.” There are no documented calls from the customer, and the owner was servicing calls in the field, as it was the middle of the busiest time of year, he would not have been reachable by telephone at the office, it would have been handled by the office staff, which was in August, and is currently, completely female in gender If she had somehow called during office hours and somehow reached the owner, he would not treat a customer, even a disgruntled customer, in that manner Speaking to a customer like that would be grounds for termination for a staff member Even if after 9-years he believed we installed the unit improperly, he would make the necessary changes at no cost She accuses Higginbotham & Son of intentionally installing her unit improperly This makes no sense being that the outcome would result in damage to the unit, its components and/or operational performance, most likely early on Not to mention that if there had been any maintenance check-ups (as highly suggested by both the manufacturer and the warranty company) an “improper installation” would have been identified quickly and those very same technicians would be sent to re-install the unit properly at no cost and no pay, and possibly fired if it was actually intentional The homeowner is asking for reimbursement for the service fee to the roofer, supplies she purchased, Service fees for orders issued for her previous unit, $for a new roof, re-installation of her 9-year old unit, cover the cost of repairs to drywall and any other costs she is referring to but did not list It should be noted that in her complaint to the Attorney General’s Office she stated $for the roofThat was sent late January of It is my assumption, and I could be wrong, that this complaint to the Revdex.com is due to the fact that after receiving response to Higginbotham & Son, the Attorney General’s Office dismissed her claim The [redacted] did not accept her complaint because the installation was in The [redacted] only requires a 2-year warranty on installation of a new unit The installation was in Service fees required by the warranty company were received prior to the installationThe only transactions that took place were any service fees collected prior to July and the $for work not covered by her policy, which was promptly refunded, waiving fees for work completed not covered through her policy done as an act of customer service We do not feel that the damage to her roof is the result of anything improper in the installation of her new unit in We do stand behind our work and will extend our guarantee of 2-years, within a reasonable period of time, if the installation is improper and damages are a direct result from that However, after 9-years without issue, a reasonable amount of time has far passed She did not have any cleaning or maintenance check-ups between and or she would have listed as such, and probably still has not to date Damage to her roof and drywall inside the home are a result of improper care and maintenance of the unit, as well as wear and tear It should be mentioned that between and there has been several years with hail storms and other severe weather conditionsThe last bad hail storm, not all that long ago had caused an overwhelming number of repair and replacement claims to be filed due to damage to rooftops and rooftop units Factor in a lack or complete absence of proper maintenance, wear and tear, and that parts and equipment have outlasted their manufacturer guarantee, asking Higginbotham & Son to assume financial responsibility for any damage 9-years after installation is unreasonable We have given serious consideration to this complaint We have evaluated every aspect of the details presented in the customer complaintWe evaluated the notes still available relating to the July installation of her new heat-pump package rooftop unit For over 9-years there hadn’t been any problems pertaining to the unit, it’s components, or its operations No service needed is ever mentioned, including any preventative maintenance Regardless of any pressure from some agency or news channel involvement, if any, [redacted] had to receive her request, issue us the service order and authorize the replacement of her unit before we could install the new unit It was 3-days from the date the service order was received to the date the unit was installed During the installation threats of reporting to [redacted] and regulatory agencies that they had been “ripped off” were already being made and the work hadn’t even been completed She was refunded the $that she was responsible for In conclusion, the bottom line is did she receive the service she paid for, are we at fault for the leak that damaged the roof and walls and are we financially responsible for replacing the roof, repairing damage to drywall, refunding service fees collected required by her home warranty policy, and supplies and service fees for the leak evaluation, and her non-listed fees referred to in her complaint? She did receive the services she paid for, actually at no cost to her The installation was completed and had no problems for over 9-years The installation was done according to code and manufacturer standards Any preventative maintenance would prevent debris from accumulating beneath the unit, especially a flat-roof unit No financial responsibility can be assumed by Higginbotham & Son The required period of guarantee is long past and 9-years of wear and tear, age and poor care and maintenance of the unit factor in to the cause of her leaks It is recommended that units receive regular maintenance twice a year to prevent operational issues and determine any conditions that will potentially cause problems and to recommend when to have the coils and the condenser cleaned (usually every 2-years to get rid of dirt and debris that accumulates over time) If she had even one preventative maintenance check, and one cleaning every 5-years she could have prevented any damage due to the accumulation of debris and eventually water between her roof and the condensing unit, if that is what caused the roof to leak There are reasons that regulatory agencies place limits on guarantees of services – not only to protect the customer but also to protect the business that does the service This is a prime example of how those regulations protect the business9-years after an install, 9-years of year-round use, 9-years of wear and tear, less than 1-yr before there is no longer any warranty on the unit itself, a customer wants to file claim for financial compensation We feel for her situation in needing a new roof, it is be costly; however, we are not morally, legally or financially responsible for the damage to her home or roof due to leaking Proper care of a home, its foundation, roof and all its pipes and equipment are a homeowner’s responsibility We cannot, in good conscience, accept responsibility for her neglect by offering any compensation to the homeowner Sincerely, [redacted] Office Manager

Higginbotham and Son did in fact install a unit for the [redacted] s in July of 2015, however it was an air conditioner only - not a furnace This is evident by the dollar amount as well as our paperwork documenting the sale Mr [redacted] opted out of a new furnace, and out of connecting what he had a that time due to the expense and the reasoning that he would be able to budget and have that work completed in the Fall or Winter heating would become necessary to the home Unfortunately Mr [redacted] is now deceased Mrs [redacted] placed a call to Higginbotham and Son requesting and service and has now filed claim because in her opinion she did not receive a fast enough response or appointment time It is the middle of July and we are pretty busy right now We feel that we should have been allowed adequate time to make an appointment, as well as the fact that this is in no way a one thousand dollar claim Water leaking is always taken as a priority, but in general indicates a plugged condensate line or an issue with the drain pan and either can be remedied fairly simply We ask that this complaint be closed without prejudice or penalty to our company

If you like being lied to over and over, by all means use higginbotham and lets not forget his sonI really can not understand HOW this terrible company stay's in businessThese negative reviews are just a fraction of unsatisfied customers! DUMP the home warranty because crappy companies like higginbotham will RUIN an otherwise good A/C system that might only need a minor repair, with the worst workmanship you will ever seeYOUR HOME WARRANTY COMPANY
HIRES CLOWNS! Every time this company does work on one of your systems they DAMAGE it little by little so it will breakdown over time, and break down again and again and againYOU HAVE BEEN WARNED!

OMG! how on earth can this company have an A+!!!!
The Revdex.com must be a shampay your $and you get an A+
The Revdex.com should be ashamed of it's self
OK here go'shad I taken the time to check this so-call business out before calling them, I would not feel like the fool they tried to treat me asThe details are the same as all of the other complaints listed here and elsewhere online so I wont bother venting, instead I will just warn everyone to not use this crap hole of human waist, for anything other than a good flush

This company was contracted through 1st American Warranty! Another company that they don't check out before they put them on their list of contractors So my heater stopped working, they showed up on time, he took the fan out and came back in a few days with a new one and put it in Said something about how it was a speed but the previous company had installed it wrong ( by the way another 1st American contractor) Installed it, seemed to be working ok at first, than it didn't feel like there was really any heat coming out of it So called them back, showed up on time Rewired it again, this time stating that there were sequences, whatever that meant, but he only hooked up two of them...ok...why? didn't know what temp the air was suppose to be blowing out of the vent?? really?? stated all fixed, great good to go, heat coming out....later that night, hubby clicked the fan on because it was warm in the house, by the time he got to the bedroom, mind you, we are in a mobile home...he started smelling something, so went back to the thermostat shut if off and by that time our home was full of smoke.....we took off the vent...so has anyone ever seen wires hooked up and shoved in a small box with electrical tape around it?? If we had been sleeping our house would have been set on fire.....so my opinion..DO NOT USE THIS COMPANY!!!

I have researched the reason for the water damage in my house and have learned that there is a condensation pan inside the *** unit and there is supposed to be a 2nd pan outside the unit to prevent any water from coming into the house. Higginbotham & Son did not provide the 2nd condensation pan. I have also learned that there are several issues that do not meet code and I plan to file a report with the Registrar of Contractors right away, along with possibly getting an inspector from the Town of Paradise Valley to check on those issues. If I should have to reinstall the unit in order to meet code, the price will be greater than $1,

Worst excuse for a "company" - allow me to explain
Saturday March 28th: place call for A/C repair to Home Owners Warranty companyHigginbotham assigned
Monday March 30th: Received call from woman on speaker phone speaking quicklyAppointment set for Wednesday April 1st between 2-6pm
Wednesday April 1st: 2pm Nothing3pm Nothing4pm Nothing5pm NothingCalled to confirm tech was dispatched- No answerLeft message for "on call manager" 6pm NothingNo return call
Thursday April 2nd: 8pm call placed to investigate issue with no call/no show- Claims technician was injuredNo apology for inconvenienceRescheduled for same window 2-6pmAgain promises to call before Tech is dispatched
2pm Nothing3pm nothing4pm nothing5pm nothing6pm nothingCalled and left message with "on call manager" timesNo return call
Friday April 3rd- called to investigate no call/no show- claims technician completed all routesReschedules for 2-6pm, asks if tech may begin service without my presense- I agree and ask for a heacall before tech is dispatched- she agrees
2pm nothing3pm nothingCall placed "high volume of calls" recording- leave message
4pm nothing.Call placed "high volume of calls" recording- leave message
5pm Nothing- Call placedAfter hours message left for "on call manager" no return call6pm Nothing
Monday April 6th- call to HOW to reassign contractorComplain placed
Pretty fundemantal part of running a business- answer the phone and show up when you say you're going to
Running an HVAC repair service in Arizona, you might want to show some committment and urgency- maybe a little sympathy when your technicians leave your customers high and dry
I hope to never even hear this name again

Higginbotham & Son fixed my A/C and saved my life! My husband called our home warranty company when our A/C went out in the beginning of September. I have pets and children and all of us were miserable. The home warranty company sent Higginbotham & Son. The girl who called to schedule the appointment said her first available appointment was the next day. She was very nice and after I explained my situation she said that she would try to tweak the schedule and fit me in. She called half hour later and had someone out in about an hour. The techs were awesome, [redacted] and [redacted] were helpful, Within an hour the house was cooling down. I had to call them again last week for my heater, again the office girl was quite helpful and got me someone the same day. She even sent the same techs. I would recommend Higginbotham & Son to all my family and friends!!!

After several calls they still refuse to send me any paperwork re: work they did.
They make promises then no response, as if they do not care.

Dear Sir/Madam:
 
We are responding to the above filed complaint.  It needs to be noted that records are only required to be kept for 7-years, and as such original invoices containing detailed information pertaining to an installation in 2004 would no longer be available in...

2014.  However, there are documented notes pertaining to this specific service call in the dispatch program, but may be limited in content.  We will provide a copy of these notes along with this letter, as it is the only source of documentation dating as far back as 2003/2004 available.
 
The following is a timeline of the service history of record available to us:
12/29/03 Service tech was dispatched to [redacted]; [redacted], [redacted] in response to Work Order #[redacted] received from the home warranty company, [redacted] Homebuyers Protection Corporation (referred to as [redacted] from here on).  A service fee (required warranty contracted co-pay amount) of $45 was collected for that service call, details of exact service are not available other than service was completed and unit was operational at that time.
 
07/21/04 New Work order issued from [redacted] was received.  Office spoke with [redacted] Representative ([redacted]) and he stressed the urgency and priority the service request.  A tech was dispatched the same day to the above listed location.  The Work Order from [redacted] specified that no service fee was to be collected.  Findings for this service request were reported to [redacted] promptly.  Reported original contractor improperly installed the unit causing a code violation due to the unit’s panel being butted-up against a wall leaving about only 10-inches of space to allow access to the unit, far below code standards, Unit was a Carrier Model# [redacted]. No serial# was readable.  A 2 1/2-ton rooftop heat-pump package more than 25-years old.  Found multiple non-repairable leaks in condensing coil.  Compressor had weak valves.  Advised unit be condemned due to age and condition and be replaced.  Rooftop is flat and foamed-over.  Repairs to foamed roof may be necessary if removal and installation necessitate damage to foam.  Replacement will require sheet metal extension for unit to be moved 1 to 2-feet in order to fix the code violation.  Will need to run new thermostat wiring.   [redacted] authorized replacement of unit.
 
07/22/04 Determined installation costs not covered by customers [redacted] policy.  Homeowner is responsible for charges not covered by warranty policy.  Discussed charges with the customer as follows:
 
            Sheet metal extension            $200  
            T-STAT wiring                          $50    
            Disposal of old unit                 $150 
                        Customer Total           $400  
 
07/23/04  Installed new rooftop heat-pump package unit. While techs were installing the new unit the customer’s father called in multiple times to complain that they were “being ripped off” by Higginbotham & Son, refusing to pay the $400 charge.  The home owner’s sister had also called asking for the owner.  It was explained that he was not in the office at that time.  She then threatened t5o call [redacted], the Revdex.com and the [redacted].  This all before the installation had been completed.
 
07/26/04 The techs returned to the property to recheck operations to ensure install was properly completed and the unit was fully operational at that time.  They cleaned up roof removing all debris and equipment and repaired any damage to the foam from the installation. 
 
08/05/04  Owner authorized refund of customer payment of $400.  Issued check #[redacted] for the full amount of $400.
 
In her complaint to the home owner states that we had serviced her unit multiple times for the same reoccurring issue.  The only documentation that is available lists only one previous service date on 12/29/03 in which a Work Order had been sent from [redacted] and a tech had been dispatched to service a unit at her property that same day.  Detailed notes included on original invoice were not documented in the system but did note that service (any repairs, part replacements, rewiring, cleaning etc….) had  been completed and that the unit was properly cooling and heating at that time.  A service fee of $45 was collected at that time as required by her warranty policy.   
 
The customer states that prior to the installation in July of 2004 she had “found out” that she needed a new A/C unit and repairs we “claimed” we were doing were not an option for fixing her A/C.  She makes no mention of the person/company that had provided her with this information, or their qualifications in making a determination that the unit was not repairable.  And again, July of 2004 is 7-months after repairs had been done by us.  How long after such repairs were done did the unit begin to have a problem again?  Was this reported to the warranty company right away?  If so, did anyone other than Higginbotham & Son come service her unit?  [redacted] uses many HVAC vendors, and often do not consistently send the same vendor for every service request issued. 
 
I make mention of this because there is a p[redacted]ess for home warranty services.  When the customer needs service for their HVAC equipment for heating and cooling failures they must first contact the warranty company and file a claim requesting service.  Once the request is p[redacted]essed a contracted vendor is assigned and a work order is issued to the selected vendor.  The vendor then contacts the customer and schedules a day and time frame in which the technician will be dispatched to the property address.  Once at the service location the tech checks the unit for mechanical and operational failures.  The technician makes his diagnosis.  If parts or supplies needed for repairs are available on the van, he makes proper repairs and rechecks operations. If the unit is working properly he closes the work order as completed.  If parts/supplies needed are not readily available the warranty company is notified and job is authorized and total non-covered charges (if any) is determined and the customer is notified of amount they are responsible for paying.  The necessary parts/equipment is ordered and the tech is scheduled to return once he has the items to finish repairs.  When the repairs/parts are not covered under the warranty policy then the vendor prepares the estimated costs for parts, labor and repairs and informs the customer of the total amount to complete the necessary work. The customer is then free to accept that offer or go with any company of their choosing.  The work order is then closed and reported as complete. 
 
If, within 30-days of the services performed, the unit is again having problems related to the original complaint, the customer may either call the vender directly or the warranty company and a tech will be scheduled to come back and take another look and if there is more service to be done the vender will complete work under the same above conditions and a service fee will not be charged to the customer.  Any charges not covered under warranty are still the responsibility of the customer.  If the failure is not related to the initial complaint and repairs, the call will be treated as a new claim and a service fee will be collected.
 
If a problem is reported after 30-days, and is not related to a mistake made by the vendor during installation of new equipment, the customer must go through proper channels of the homeowner’s warranty company and file a new claim for service, unless the customer wishes to not file the claim and pay the vendor directly for full amount due for labor, service, parts, and repairs.  Again, a new service request may be assigned to any vendor, unless the policy holder requests differently and it is approved by the warranty company.   
 
The customer states in her complaint that she called [redacted] News, the Revdex.com and the [redacted] and due to [redacted]’s “aggressive approach with Higginbotham & Son” we were forced to replace her unit.  There is no documentation relating to any formal complaints filed with the [redacted] (or any other agency).  Although, files from 2004 have been destroyed, I do have complete files with all correspondence with agencies such as Revdex.com and [redacted], and it is reasonable that someone would mention in the computer notes that there was an inquiry into a valid complaint filed by a customer, or that [redacted] had come to question a reported customer complaint.  Even if such complaints were being looked into at that time, for which there is no record of, or a [redacted] reporter was taking an aggressive approach with Higginbotham & Son, the claim still needed to be filed with [redacted] and a work order issued to Higginbotham & Son versus the other contracted vendors that work with [redacted].  When the Work Order was issued to Higginbotham & Son July 23, 2004, a technician was promptly dispatched to the service address.  The technician concurred that the unit needed replacing and other code violations needed to be addressed.  The new unit was installed within a matter of days.  It was not that we did not want to help her, or that we were “not happy” with her for going to [redacted], it was that the time between the last date of service and her complaint that the unit needed to be replaced was well over 30-days and had to be channeled through [redacted].
 
It is also stated that she was only charged a total of $400 for charges that were not covered by her policy.  Although the charges were valid and work completed, before the installation was even completed the family was claiming the we were “Ripping them off” threatening to report Higginbotham & Son to [redacted], the [redacted] and Revdex.com.  How is someone “ripped off” for work that hasn’t even been completed?  What was specifically wrong with the thermostat wiring, sheet metal extension (necessary  to remove the code violation) or the haul away and disposal of the previous unit before the completion of the install? She was only charged for those services specifically.  She was eventually refunded that $400, not to keep her from filing a complaint with some agency, but because at Higginbotham & Son the owner felt that customer satisfaction was worth more than that $400.
 
No complaints were received regarding operation or issues related to the installation of the unit for over 9-years.  No complaints from the customer or [redacted].  Contact regarding service or complaints would have rendered the file active from the date of contact.
 
The complaint does not mention any services needed to her unit whatsoever, not even for refrigerant or general minor issues that occur from regular use.  After a heavy 2013 rain storm when her roof was leaking.  She states that in August of 2013 the person, which we assume is not a licensed HVAC technician or an expert in manufacturer installation standards or code regulations, sent to inspect the roof determined that the HVAC installation was sloppy and installed incorrectly, stating the unit was installed too close to the roof causing accumulation of leaves, debris and water further causing damage and leaks in the roof. 
 
Despite what she was told by the man inspecting the roof, the installation would have been done properly and within code and manufacturer standards.  Regardless of how high the unit is from the roof, especially a flat roof, heavy winds and rains will cause debris, leaves, and water to accumulate beneath the unit if not regularly maintained, or at least maintained periodically.  Units should have regular preventative maintenance checks to be to avoid any issues that could cause damage or failures, such as the accumulation of debris, leaves and water beneath the unit.  During a maintenance check, any repairs needed or suspected conditions that could cause damage or failures due to normal wear and tear or weather can be addressed and resolved. The technician would also absolutely catch an improper installation during a maintenance visit. 
   
After the inspection of the leaks in the roof, the customer claims she called Higginbotham & Son regarding “this roof leaking matter” and “their sloppy improper installation” expecting us to “come take care of this problem”.  To operate properly 9-years without issues suggests that the unit and its components were in fact installed properly, consistent with manufacturer standards. Minor issues are not unexpected from regular use within a few years, even with proper regular maintenance.  Parts and equipment are certainly expected to need maintenance and repairs long before 9-years have passed. 
 
The complaint states that when calling Higginbotham & Son, in August of 2013, a man representing himself as the owner “laughed at her” and said “Good luck with that.”  There are no documented calls from the customer, and the owner was servicing calls in the field, as it was the middle of the busiest time of year, he would not have been reachable by telephone at the office, it would have been handled by the office staff, which was in August, 2013 and is currently, completely female in gender.  If she had somehow called during office hours and somehow reached the owner, he would not treat a customer, even a disgruntled customer, in that manner.  Speaking to a customer like that would be grounds for termination for a staff member.  Even if after 9-years he believed we installed the unit improperly, he would make the necessary changes at no cost. 
 
She accuses Higginbotham & Son of intentionally installing her unit improperly.  This makes no sense being that the outcome would result in damage to the unit, its components and/or operational performance, most likely early on.   Not to mention that if there had been any maintenance check-ups (as highly suggested by both the manufacturer and the warranty company) an “improper installation” would have been identified quickly and those very same technicians would be sent to re-install the unit properly at no cost and no pay, and possibly fired if it was actually intentional.
 
The homeowner is asking for reimbursement for the service fee to the roofer, supplies she purchased, Service fees for orders issued for her previous unit, $6000 for a new roof, re-installation of her 9-year old unit, cover the cost of repairs to drywall and any other costs she is referring to but did not list.   It should be noted that in her complaint to the Attorney General’s Office she stated $3000 for the roof. That was sent late January of 2014.  It is my assumption, and I could be wrong, that this complaint to the Revdex.com is due to the fact that after receiving response to Higginbotham & Son, the Attorney General’s Office dismissed her claim.
 
The [redacted] did not accept her complaint because the installation was in 2004.  The [redacted] only requires a 2-year warranty on installation of a new unit. 
 
The installation was in 2004.  Service fees required by the warranty company were received prior to the 2004 installation. The only transactions that took place were any service fees collected prior to July 2004 and the $400 for work not covered by her policy, which was promptly refunded, waiving fees for work completed not covered through her policy done as an act of customer service. 
 
We do not feel that the damage to her roof is the result of anything improper in the installation of her new unit in 2004.  We do stand behind our work and will extend our guarantee of 2-years, within a reasonable period of time, if the installation is improper and damages are a direct result from that.  However, after 9-years without issue, a reasonable amount of time has far passed.  She did not have any cleaning or maintenance check-ups between 2004 and 2013 or she would have listed as such, and probably still has not to date.  Damage to her roof and drywall inside the home are a result of improper care and maintenance of the unit, as well as normal wear and tear.  
 
It should be mentioned that between 2004 and 2013 there has been several years with hail storms and other severe weather conditions. The last bad hail storm, not all that long ago had caused an overwhelming number of repair and replacement claims to be filed due to damage to rooftops and rooftop units.  Factor in a lack or complete absence of proper maintenance, normal wear and tear, and that parts and equipment have outlasted their manufacturer guarantee, asking Higginbotham & Son to assume financial responsibility for any damage 9-years after installation is unreasonable. 
 
We have given serious consideration to this complaint.  We have evaluated every aspect of the details presented in the customer complaint. We evaluated the notes still available relating to the July 2004 installation of her new heat-pump package rooftop unit.  For over 9-years there hadn’t been any problems pertaining to the unit, it’s components, or its operations.  No service needed is ever mentioned, including any preventative maintenance. 
 
Regardless of any pressure from some agency or news channel involvement, if any, [redacted] had to receive her request, issue us the service order and authorize the replacement of her unit before we could install the new unit.  It was 3-days from the date the service order was received to the date the unit was installed. 
 
During the installation threats of reporting to [redacted] and regulatory agencies that they had been “ripped off” were already being made and the work hadn’t even been completed.  She was refunded the $400 that she was responsible for. 
 
In conclusion, the bottom line is did she receive the service she paid for, are we at fault for the leak that damaged the roof and walls and are we financially responsible for replacing the roof, repairing damage to drywall, refunding service fees collected required by her home warranty policy, and supplies and service fees for the leak evaluation, and her non-listed fees referred to in her complaint? 
 
She did receive the services she paid for, actually at no cost to her.  The installation was completed and had no problems for over 9-years.  The installation was done according to code and manufacturer standards.  Any preventative maintenance would prevent debris from accumulating beneath the unit, especially a flat-roof unit.  No financial responsibility can be assumed by Higginbotham & Son.  The required period of guarantee is long past and 9-years of normal wear and tear, age and poor care and maintenance of the unit factor in to the cause of her leaks.
 
It is recommended that units receive regular maintenance twice a year to prevent operational issues and determine any conditions that will potentially cause problems and to recommend when to have the coils and the condenser cleaned (usually every 2-4 years to get rid of dirt and debris that accumulates over time).  If she had even one preventative maintenance check, and one cleaning every 5-years she could have prevented any damage due to the accumulation of debris and eventually water between her roof and the condensing unit, if that is what caused the roof to leak.
 
There are reasons that regulatory agencies place limits on guarantees of services – not only to protect the customer but also to protect the business that does the service.  This is a prime example of how those regulations protect the business. 9-years after an install, 9-years of year-round use, 9-years of wear and tear, less than 1-yr before there is no longer any warranty on the unit itself, a customer wants to file claim for financial compensation. 
 
We feel for her situation in needing a new roof, it is be costly; however, we are not morally, legally or financially responsible for the damage to her home or roof due to leaking.  Proper care of a home, its foundation, roof and all its pipes and equipment are a homeowner’s responsibility.  We cannot, in good conscience, accept responsibility for her neglect by offering any compensation to the homeowner.
 
 
Sincerely,
 
 
[redacted]
Office Manager

The Contractor stated they were overbooked so they couldn't see us until Friday 09/19 (We put in a request on Saturday 09/13 and called them on 09/15). They were unable to help us any sooner so we patiently waited and they NEVER showed up! This is Arizona in the summer. We didn't even get a call to let us know if we had been rescheduled either. It was very unprofessional and discourteous. With the heat at what it was it was very uncomfortable and my family and I tried to communicate with them, but it was like talking to a brick wall. I advised my home warranty company of the issue and they took care of me. However I sincerely advise not using this service unless you are very flexible.

Zero stars (if allowed) for this dud! I had the awful misfortune of getting STUCK with higginbottom & son through our TERRIBLE home warranty company, three missed appointments with many hours of missed work and NO calls to inform us! Countless unanswered calls to the company (caller ID) with no reply back. We finally called a reputable A/C company to come out and fix the problem. THREE DAYS WASTED waiting for these LIERS! call your home warranty company and CANCEL!!!! We did.
This company MUST be run by clowns!

My home warranty sent them out. They had to order parts and I never heard from them. I called and called and they finally answered the phone. Long story short, they scheduled 3 times to come out and never came out. It was over a month from the original diagnosis. What a waste of my time! I would never waste my time or money on them. I know have another company coming out to fix the job that they started.

I have taken time off two consecutive days expecting someone to show up to repair our A/C unit (our house is 90 degrees, with an infant). The first day, the technician called on his way to let us know he was in a car accident. We rescheduled to have someone come out the following day arriving anywhere from 6:00 a.m- 9:00 a.m. Would you imagine that no one arrived or notified us that no one was coming to fix the A/C.

After having to call the company over 50 times, on two different telephones, I finally got through to a representative who placed me on hold, resulting in my call being disconnected. After calling back another 17 times (this is not an exaggeration), I reached another individual whom I specifically asked NOT to place me on hold, and she did anyways to tell me that the technician had another call that was more important. Needless to say, after I asked for the woman's supervisor, I was told that I should find another company that she could not help me. She proceeded to hang up on me, leaving me speechless. This business is a waste of time being that you have to call over and over for 25 minutes to speak to someone and not be helped. I would NEVER refer anyone to this place. They are worthless when you need something fixed or a supervisor.

Higginbotham and Son did in fact install a unit for the [redacted]s in July of 2015, however it was an air conditioner only - not a furnace.  This is evident by the dollar amount as well as our paperwork documenting the sale.  Mr. [redacted] opted out of a new furnace, and out of connecting what...

he had a that time due to the expense and the reasoning that he would be able to budget and have that work completed in the Fall or Winter heating would become necessary to the home.  Unfortunately Mr. [redacted] is now deceased.  Mrs. [redacted] placed a call to Higginbotham and Son requesting and service and has now filed claim because in her opinion she did not receive a fast enough response or appointment time.  It is the middle of July and we are pretty busy right now.  We feel that we should have been allowed adequate time to make an appointment, as well as the fact that this is in no way a one thousand dollar claim.  Water leaking is always taken as a priority, but in general indicates a plugged condensate line or an issue with the drain pan and either can be remedied fairly simply.  We ask that this complaint be closed without prejudice or penalty to our company.

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Address: 4234 N Winfield Scott Plz Ste 109, Scottsdale, Arizona, United States, 85251-3944

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