Passport Cruises

Complaint: [redacted] I am rejecting this response because: Ref: To the response of message from business: Done Right A.C.1st of all, the District Attorney in charge is [redacted] , he has been an Attorney in this office over years.The office and Mr [redacted] are not affiliated with or ever have been with any worst gangs in town 2nd, your attachment from over a year ago with AHS has no bearing in this claim, due to the fact that just because I elected for your company not to repair my A.CUnit a year ago under America Home Shield has nothing to do with the fact that your tech’s enter my home and submitted a bad diagnosis report on my A.CUnit I had an independent contractor come and inspect the problem The problem is not with the A.CUnit, the house is cooling fine The problem turned out to be not enough air flow into the room your tech’s went into Your tech’s even said my a.cducts were fine You’re a.ctech’s did not have the knowledge to know that all they had to do was to place a door trap inside the air duct so the air could flow into the room that was hot (circulate the air flow from one direction into another direction(makes sense)3rd, My behavior is not abusive and I have not displayed attitude through my texts messages and emails towards Done Right A.C., Choice Warranty and Revdex.comI have conducted myself with patients and professionalism 4th, I have once again attached a pic of the foot board taken on 4/8/and then after the tech’s were in that room on 4/12/ My roommate told me about it right away because she didn’t want to be accused of the damageFurthermore, my roommate and I don’t get home until after 5:p.m that is when I found out about the damage Not once I thought about going back into the room to see if damage had occurred, because I simply wasn’t excepting it The issue is that Done Right A.C.(Mr [redacted] ) refused to inspect the damage that occurred when his tech’s enter my home I have not talked about accusation and hypothetical situation because they simply do not have any bearing on this claim Regards, [redacted]

As a professional tradesman with a near 99% accuracy rating, I tested that accessory that was added to your unit needlesslyThe accessory failed to test proper ohms or voltageYou failed to observe the test being performed because that was the time when you were telling me to save my breath and not explain anything to you and just do whatever I needed to get your unit fixedYou walked away while I was using my Fluke multimeter to test the unit and the accessoryThe accessory failed the test and was deemed to be malfunctioningThe accessory, with your permission, was removed and the unit restored to manufacturer specificationThe accessory has been dropped into the garbage, where it belongsAfter removing that accessory and restoring the unit to factory specifications, I tested again and found proper signal reaching the motor, but the motor was not respondingThat's when I determined that the motor was faulty and needed replacement.I was attempting to explain to you that when a contractor installs things that are not locally available to other contractors, it causes unnecessary delays in servicing the unitYou became rude and agitatedI don't understand why you insist on my returning a broken part that does not prevent your a/c from being repairedWe provided the part number to your blower motor to your warranty company and they determined that due to the extremely over-inflated cost of replacement parts for your brand of a/c, they felt that installing a new unit would be the better route to follow.I fail to see how any of this warrants your harassing and bothersome callsEach of my office staff has asked me to keep them from any exposure to you, as you have a tendancy to be hostile and don't permit any of us to explain anything to you before you start screaming profanities at usYou have not gotten any phone contact from us because you refuse to speak with us as if we are professionals and we do not tolerate abusive treatmentAs I tried to explain to you in your home that day, I am sorry that you have been put into this position of having a unit that is very expensive to repair and that the contractor who installed it did so, knowing that you would be steered toward being stuck with only their company servicing your unitI didn't do this to you and I was frustrated in seeing a customer in this positionI tried to explain this to you, but you just wouldn't let meYou were disrespectful and spoke to me as if I were your servant who had just spilled a glass of Port on your new carpet Please stop harassing us and good luck with your friends at that other company BTW: I know how much they quoted you for your replacement motor and they are more than doubling the cost of that motorYou are being charged over $maon a motor that can be installed in minutes

My office staff called me to complain that they had to disconnect the line repeatedly because of the profanity you were screamingYou also screamed profanity at me while I was trying to have a civilized conversation with you and I kept asking you to stop shouting at me because my helper could hear you from the passenger side of the vehicle while you were in my left ear via a bluetooth deviceI service thousands of homes every summer and I have earned the top tier ranking with the warranty companies by providing accurate services with a low cost to the customer and maintaining a very low recall rateI can back up my claims with verifiable data reported to us from the warranty companies that hire me and not with a frantic and baseless name-callingWe are not liars and you were standing there when I tested the partYou not seeing me do it or not knowing what you were looking at does not mean that I am incompetentI diagnosed a faulty blower motor in your gas furnace and you called here screaming that we don't know what we are doing because your air conditioner was broken, not your heaterYou obviously do not know the first thing about air conditioning and when I attempted to explain things to you, you became hostile and combativeThere will be no refund and we are glad to be done with your homeWe will continue to grow in this market because of the thousands upon thousands of satisfied customers that are willing to listen to the professional advice and services we offer

Revdex.com:The business has accepted responsibility for error and resolved the issueNo further action is necessary at this time 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]

I don't question where you work, but if you want to admit to being employed by one of the worst gangs in town, that's fineI have attached a copy of the work order from last year, where you were complaining of the same issuesWe have never had a different company name and we keep records of all of our jobsWe reported your abusive behavior to AHS and placed a block on your address with them to make sure we never had to work with you againYour attitude and behavior made that kind of impression on usWe forgot about you and put the experience behind us until arriving at your home for a different warranty company with the same issueThe fact that you reported the same issue to a new warranty company without having already repaired it means that you lied to the warranty company when they asked you if there were any failures or deficiencies within the system that predated your policy effective dateIf you had divulged the preexisting condition, there would have been a policy exclusion placed on the a/c system until you had the preexisting condition remediedYou are claiming in your text message that my tech is lying because he is fearful of my being angryI will counter that accusation with a hypothetical suggestion that perhaps your roommate who occupies that room is fearful of your temper, which you unleashed on my men on their last visit, which you are trying to claim never even occurred.We are professionals and we behave as suchMy men are seasoned veterans of the trade and have been into thousands of homes without damaging anything in the course of intense physical labor with torches and power toolsYou are trying to claim that in the course of walking into a bedroom and holding his hand above his head for a brief moment, he gouged the furniture with rubber-coated tools that his helper was carrying in the other roomYour claims are unfounded and it is unfair that you are engaging in a campaign against my company because you are not getting away with what you wantWe can not be complicit in insurance fraud and we have the evidence here to prove that is exactly what you are attemptingWhen I say your claims are unfounded - please consider the following: My men drove to your home in my service van and when they returned to the office, there was a scratch in the side of the vanWhen they were inside your home, servicing your air conditioner, you scratched the side of my vanI didn't see you do it, but I know you did itI want you to fix itI have photos of the van with no scratch and now have photos of a deep scratch in the vanI am also contacting your friends and employers to tell them that you have done this damage to my propertyI will tell everybody on Facebook and Yelp and any other website I can that you did it and offer no evidence of suchPlease come to review the damages and tell me how you intend to pay for the repairs.This is no different from what you are doingYou have no evidence to support your claims

The owner of the company made multiple attempts to contact you in person to resolve this issueYou have not responded, so there is nothing more that we can do for youRevdex.com: This person is not our customerWe work for the home warranty company and do not answer to the home ownerDuring a VISUAL INSPECTION, several issues with the drain system were identifiedNothing was dismantled or removed from the drainage system and three weeks later, the drain line filled with algae and leaked onto the ceiling as a result of the issues identified in the report from the initial visitWe are not responsible and want this complaint removed from our accountThe reason the drain line was not clogged when the second contractor serviced the unit is because we cleared it when we came back to see why it was leaking in the first placeDuring that initial visit, there were enough problems readily identifiable that the tech decided it best to not touch the unit and become responsible for the failures that were likely to comeThree weeks later, the failures predicted occurred and the home owner never had the issues identified addressedHad the home owner addressed the issues, they would not have had any water leakage or damagesWe are not responsiblePlease consider this matter closed and delete this complaint from our records

Complaint: [redacted] I am rejecting this response because: The description is a total lie There were no profanities involvedHe is simply trying to cover his incompetence He doesn't know anything about the part that he took I would like for it to be returned so that CCAC can assess This company has no idea what it's doing I would also like for Done Right to return the $extra charge for a weekend call, since the report was not submitted to the home warranty company until days later Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: The description is a total lie There were no profanities involvedHe is simply trying to cover his incompetence He doesn't know anything about the part that he took I would like for it to be returned so that [redacted] can assess This company has no idea what it's doing I would also like for Done Right to return the $extra charge for a weekend call, since the report was not submitted to the home warranty company until days later Regards, [redacted] ***

We enter several thousand homes every yearWe have never before been accused of damaging property and then refusing to accept responsibilityTwice before, we damaged property and immediately brought it to the attention of the customer and negotiated a cash settlement that was acceptable to the
customer and to the business ownerWe are not bashful about admitting that we are human and make mistakesWhen we do make a mistake or have an accident, we own up to it and take care of itWhen we did nothing wrong however, we will not take responsibilityThis customer has a history of dishonesty and has attempted to defraud her warranty companyLast year, we provided a diagnosis to the customer and informed her of the charges she would have to pay that were not covered by her warranty companyShe flat refused to pay anything and ordered this same technician to leave her property immediately and refused to even pay the copay she was responsible for through her warranty serviceThis year, we were dispatched to this address by a different warranty companyShe had purchased a new warranty, which means she told them that there were no pre-existing failures to the systemWe had already informed her the year before that she had this issue and she had not done anything to repair itThat is the very definition of a pre-existing condition. On this visit, she walked the tech into a bedroom and asked him to verify the air is or is not coming out of the ventHe held his hand up to the vent and said he could feel airThen they both walked out of the room togetherAt no time was the tech left alone in the room alone. Furthermore: The customer is INSISTING that the tech caused this damage with tools that she saw dangling from his tool beltNone of my men have EVER worn a tool beltAll of my men carry a tool bag and our tools are positioned with the protective rubber handles to the outside of the bag and any sharp or blunt edges are located safely inside the bagAs you can see in the photos, the technician is not some kid that has not yet learned to own up to his mistakes and he is in fact carrying a tool bag that fits the description I have provided. It is unfortunate that the furniture is not in perfect condition, but my technician did not damage it and we will not be returning to this person's home for any reason whatsoeverShe has trained us to believe that she cannot be trusted because she is dishonest and volatile

Complaint: ***
I am rejecting this response because:We cannot accept the response as the drain line was clear, and the unit had not settled We had to have a second company come out and fix these problems If *** had noted that the pan was slightly tilted the water would not have overflowed from the pan We have seen the float in the primary pan it is and has been there These issues were not corrected by Done Right A/C during their visits to the home and if they had been we would not have had the water damages In regards to *** asking my husband to have the warranty company call him, this statement is untrue I was on the phone with R.Cand he asked me to have the company call him in regards to the warranty being voided because of the feed back and report they submitted This report stated that there was not float and no clean out line on the drain These items were in fact present at the time of the inspection and report in July We have lived in the home for just over a year and NEVER had an issue with this unit other than it not being quite efficient There was not nor has there been any evidence that this could not and would not drain We are still looking to have the cost of the repairs paid for
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me only when I receive the check
Regards,
*** *** *** ***

We will get it done as soon as we possibly can, so long as it does not cause other customers who have no air conditioning at this time to suffer in the heatWe apologize that this simple oversight has caused damage to your ceiling that is unsightlyWe will address the issue and have it taken care
of by a professional drywall contractorPlease be patient, as this is the busiest time of the year and we are handling many emergencies that are a matter of life and death for certain customersWe are a smaller company, so during the peak of summer, we are just stretched beyond our limitsWe will not run away from our mistakes and we will take care of cleaning up our messes

As a professional tradesman with a near 99% accuracy rating, I tested that accessory that was added to your unit needlesslyThe accessory failed to test proper ohms or voltageYou failed to observe the test being performed because that was the time when you were telling me to save my breath and
not explain anything to you and just do whatever I needed to get your unit fixedYou walked away while I was using my Fluke multimeter to test the unit and the accessoryThe accessory failed the test and was deemed to be malfunctioningThe accessory, with your permission, was removed and the unit restored to manufacturer specificationThe accessory has been dropped into the garbage, where it belongsAfter removing that accessory and restoring the unit to factory specifications, I tested again and found proper signal reaching the motor, but the motor was not respondingThat's when I determined that the motor was faulty and needed replacement.I was attempting to explain to you that when a contractor installs things that are not locally available to other contractors, it causes unnecessary delays in servicing the unitYou became rude and agitatedI don't understand why you insist on my returning a broken part that does not prevent your a/c from being repaired. We provided the part number to your blower motor to your warranty company and they determined that due to the extremely over-inflated cost of replacement parts for your brand of a/c, they felt that installing a new unit would be the better route to follow.I fail to see how any of this warrants your harassing and bothersome callsEach of my office staff has asked me to keep them from any exposure to you, as you have a tendancy to be hostile and don't permit any of us to explain anything to you before you start screaming profanities at usYou have not gotten any phone contact from us because you refuse to speak with us as if we are professionals and we do not tolerate abusive treatment. As I tried to explain to you in your home that day, I am sorry that you have been put into this position of having a unit that is very expensive to repair and that the contractor who installed it did so, knowing that you would be steered toward being stuck with only their company servicing your unitI didn't do this to you and I was frustrated in seeing a customer in this positionI tried to explain this to you, but you just wouldn't let meYou were disrespectful and spoke to me as if I were your servant who had just spilled a glass of Port on your new carpet. Please stop harassing us and good luck with your friends at that other company. BTW: I know how much they quoted you for your replacement motor and they are more than doubling the cost of that motorYou are being charged over $maon a motor that can be installed in minutes

I don't question where you work, but if you want to admit to being employed by one of the worst gangs in town, that's fine. I have attached a copy of the work order from last year, where you were complaining of the same issues. We have never had a different company name and we keep records of all of our jobs. We reported your abusive behavior to AHS and placed a block on your address with them to make sure we never had to work with you again. Your attitude and behavior made that kind of impression on us. We forgot about you and put the experience behind us until arriving at your home for a different warranty company with the same issue. The fact that you reported the same issue to a new warranty company without having already repaired it means that you lied to the warranty company when they asked you if there were any failures or deficiencies within the system that predated your policy effective date. If you had divulged the preexisting condition, there would have been a policy exclusion placed on the a/c system until you had the preexisting condition remedied. You are claiming in your text message that my tech is lying because he is fearful of my being angry. I will counter that accusation with a hypothetical suggestion that perhaps your roommate who occupies that room is fearful of your temper, which you unleashed on my men on their last visit, which you are trying to claim never even occurred.We are professionals and we behave as such. My men are seasoned veterans of the trade and have been into thousands of homes without damaging anything in the course of intense physical labor with torches and power tools. You are trying to claim that in the course of walking into a bedroom and holding his hand above his head for a brief moment, he gouged the furniture with rubber-coated tools that his helper was carrying in the other room. Your claims are unfounded and it is unfair that you are engaging in a campaign against my company because you are not getting away with what you want. We can not be complicit in insurance fraud and we have the evidence here to prove that is exactly what you are attempting. When I say your claims are unfounded - please consider the following:     My men drove to your home in my service van and when they returned to the office, there was a scratch in the side of the van. When they were inside your home, servicing your air conditioner, you scratched the side of my van. I didn't see you do it, but I know you did it. I want you to fix it. I have photos of the van with no scratch and now have photos of a deep scratch in the van. I am also contacting your friends and employers to tell them that you have done this damage to my property. I will tell everybody on Facebook and Yelp and any other website I can that you did it and offer no evidence of such. Please come to review the damages and tell me how you intend to pay for the repairs.This is no different from what you are doing. You have no evidence to support your claims.

We apologize for all the inconvenience, we will send a $500 check to the customer...Thank You

My office staff called me to complain that they had to disconnect the line repeatedly because of the profanity you were screaming. You also screamed profanity at me while I was trying to have a civilized conversation with you and I kept asking you to stop shouting at me because my helper could hear you from the passenger side of the vehicle while you were in my left ear via a bluetooth device. I service thousands of homes every summer and I have earned the top tier ranking with the warranty companies by providing accurate services with a low cost to the customer and maintaining a very low recall rate. I can back up my claims with verifiable data reported to us from the warranty companies that hire me and not with a frantic and baseless name-calling. We are not liars and you were standing there when I tested the part. You not seeing me do it or not knowing what you were looking at does not mean that I am incompetent. I diagnosed a faulty blower motor in your gas furnace and you called here screaming that we don't know what we are doing because your air conditioner was broken, not your heater. You obviously do not know the first thing about air conditioning and when I attempted to explain things to you, you became hostile and combative. There will be no refund and we are glad to be done with your home. We will continue to grow in this market because of the thousands upon thousands of satisfied customers that are willing to listen to the professional advice and services we offer.

Complaint: [redacted]
I am rejecting this response because: We had to hire a contractor to repair ceiling and leak due to our house is on the market to sell and had to put on hold until fixed.  I have a copy of the bill if you need one. It cost us $500 to repair. They can send us a check asap.
Regards,
[redacted]

The owner of the company made multiple attempts to contact you in person to resolve this issue. You have not responded, so there is nothing more that we can do for you. Revdex.com:  This person is not our customer. We work for the home warranty company and do not answer to the home owner. During a VISUAL INSPECTION, several issues with the drain system were identified. Nothing was dismantled or removed from the drainage system and three weeks later, the drain line filled with algae and leaked onto the ceiling as a result of the issues identified in the report from the initial visit. We are not responsible and want this complaint removed from our account. The reason the drain line was not clogged when the second contractor serviced the unit is because we cleared it when we came back to see why it was leaking in the first place. During that initial visit, there were enough problems readily identifiable that the tech decided it best to not touch the unit and become responsible for the failures that were likely to come. Three weeks later, the failures predicted occurred and the home owner never had the issues identified addressed. Had the home owner addressed the issues, they would not have had any water leakage or damages. We are not responsible. Please consider this matter closed and delete this complaint from our records.

Complaint: [redacted]
I am rejecting this response because: done right a/c caused damage to my compressor that was clearly identified by YOUR senior tech that wrote in my invoice that the compressor was making sounds after everything was installed and charged to the correct operating pressures.  If my compressor was damaged or not functioning correctly when the valve was installed it should of been noted on the invoice when [redacted] was out on site.  Now that we have clearly identified that [redacted] did not install the valve correctly and DID NOT pressure the system up to the correct pressures and the compressor was function correctly BEFORE [redacted] went out there cause if it wasn't it would of been noted.  I have pictures of the pressures [redacted] pressured up my unit to and invoices stating that the compressor was making noises after done right a/c went to the house twice and was never noted before work was performed.  So done right a/c is responsible for the damages "[redacted]" caused to compressor for the improper installation of valve and incorrect pressures set by [redacted] a "done right a/c tech. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: The description is a total lie.  There were no profanities involved. He is simply trying to cover his incompetence.  He doesn't know anything about the part that he took.  I would like for it to be returned so that [redacted] can assess.  This company has no idea what it's doing.  I would also like for Done Right to return the $75 extra charge for a weekend call, since the report was not submitted to the home warranty company until 3 days later.
Regards,
[redacted]