Ms [redacted] , your understanding and accusations are completely falseThere in no way was any work to be performed or set in place to your residenceAs explained to you numerous times, Because your warranty company did not authorize a specific type of work to be done, we, as a contracted company, then give our price to you to get it done to what we believed will be your best option to stop any future problemsIf as a customer, you do not agree with our prices, you are not obligated to use us as a companyWe never perform work, set appointments or put in motions any work without the consent out any homeowners Which in this case, we NEVER didWe kindly continued to answer all of you concerns and questions regarding your home and findings with the utmost respectThe fact that you are and husband cleaned out the lines yourself may have been a wonderful thing, but it may just have been a temporary solutionThat was all we were trying to explain to youOur work is not fictitious nor our quotes outrageousEvery company may have a different approach and different cost for the same type of workit depends of many factorsAs a consumer, I am not going to belittle a company because maybe I can buy a screwdriver at Lowes for $but why does Home Depot want to charge me $for the exact same oneWe continue to be proud of our work and take pride every day in what we do as a companyThank you [redacted]
Complaint: [redacted] I am rejecting this response because: I am not complaining about pricing if the work that was presented to me did in fact need to be done and If I was in agreement with the pricing I am not comparing screwdrivers from Lowes or Home Depot Where you would even approach such an analogy is beyond comprehension The fact that I was quoted for a job to cut into my drain line and install a tee and pee trap and a cutoff float when my unit already had these items is my COMPLAINT The FACT is: my unit did not need these items to clear the clogged line for an amount of $nor did it need it if you were performing it complimentary at no charge to me My unit ALREADY HAD THESE ITEMS IN PLACE THAT IS MY ONLY COMPLAINT I DID NOT NEED WORK PERFORMED AS OUTLINED ABOVE YOUR COMPANY QUOTED FOR ITEMS TO BE DONE THAT WERE NOT NEEDED THAT'S THE END OF STORY!! Your company tried to solicit a job that did not need doing I don't care if I had to pay for it, if my warranty company had to pay for it, or if a complete stranger were to pay for it IT IS VERY UNETHICAL FOR A COMPANY TO SOLICIT WORK TO ANYONE THAT DOES NOT NEED TO BE DONE I simply do not want to see other people being charged for work they don't need by your company Regards, [redacted]
Ms ***, Please understand that our office personnel are NOT technicians and all we can do is our best to get a message to the technician regarding your concernsAll of our customers are our number one priority and in no way are we ever misleading However, I want to thank you for attaching the invoice from the company that came out to service your AC. Please note that the work performed by this company is the not “repairs” but a majority of cleaning of the coil, which was heavily impacted (stated on our invoice). As I read their invoice and the work performed, it shows me that the process they took to clean your coil to give proper air flow is not sufficient enough for long term. As a professional, the proper way to fully clean is to remove the coil completely from the unit and give it a thorough acid bath and rinsing which could take up to hoursJust cleaning/brushing and spraying a coil in place in just a temporary fix. So yes, our quote for a complete “professional” cleaning is a bit higher then what you did pay for, but again, our process is much more effective when it comes to the operations of your Air ConditionerAs for the service fee, that is a fee that you, as a homeowner, agreed to pay through your warranty company, per your policy, to any company that came out to service/diagnose your concernWhether it was for an appliance, AC, plumbing etc A follow up is only authorized to be given by us, if: 1- You were authorized repairs/replacement/work etc 2- Warranty company requested a quote from us for work due to a denial As a courtesy, our company will always follow up with customers, especially after a denial to go over any options available to them so we can get them up and running, however you did not give us the chance to properly respond and go over anything with you When you contacted our office on 9/14/(days after your original service call) you were vicious and obscene with our personnel I know this all came from frustration, but you did not give us a chance to respond before you attacked On a side note, I noticed that the technician advised you to pour bleach down your drain monthly…Although this is a widely used technique, I would like to kindly advise you that Vinegar may be a better solution for you. Although both are not the most pleasant chemical to smell, bleach vapor can actually be harmful of it is inhaled and having a young child with severe asthma and allergies, I would take that into consideration. Vinegar is also typically easier to since out of a drain line after you are done cleaning. And since drain lines are made of PVC plastic, bleach can quickly eat away at not only the line, but the glue and cement joining the line to the fitting and condensationTherefore I would stick with white distilled vinegar for clearing those clogs and debris, especially during the winter/colder months If you have any question/concerns, please feel free to contact me and I will be more than happy to discuss things further with you
Complaint: ***
I am rejecting this response because: as discussed in our phone call the so-called visual inspection identified the leak as coming from the reversing valve and your report stated that it needed to be replacedThis was not the case, the reversing did not have a leak and currently is working as intended by manufacturer thanks to a more thorough inspection of the issueThe leak which was the only part of the report your company/tech submitted was valid, was not at the reversing valve but at one of the capillaries going into the reversing valveThe "poor weld job" as described in the inspection report could not be located from simple visual inspection due to the fact that the leak was at the bottom opposite side of direct sight from looking at fanThe other thing that was reported to the insurance is that without any proof the technician which is the director of the company by the way made the assumption that this problem was not recent and rather had been there for a long timeThis is a blatant lie and a complete lack of professionalism on your part for assuming something and making it a fact in the report submittedyour technician also misstated that the unit had previously been charged by another company a few months backAgain, another lie and misrepresentation given to AHS in your reportThe unit had been recharged a week from the date your technician came to inspect the unitI specifically told your director that fact when I was explaining the issue to himUnit started having a hard time cooling, called a company to come and recharge it; perhaps prior to re-charching the leak was minimal due to psi was not too high since it was missing freonAfter the freon was loaded the leak might have gotten bigger due to increased pressure after fillYet on top of all those poorly concluded items reported to AHS, your director/tech also told me it would take 16# of freon to recharge the unitmy unit maximum is that includes the coil insideadd 2-more for pipes and what not, and you still only have 12# where did he get pounds from at $a pound that is some major rip offThe report presented to AHS stated and I have a copy if you wish to contest its content "the condenser reversing valve was leakingThe amount of oil in and around condenser as well as dirt connected to the oil at the condenser suggested that the problem existed before the policy started" Here is the problem I haveYou reported "the reversing valve was leaking" That was the wrong diagnosis due to poor or lack of a proper inspection on the unit "assumption" You reported "the amount of oil and dirt suggested the problem existed before policy expired" Taking into account that the unit had just been charge days prior [a week if you want to stay consistent with my earlier statement] and the unit leaked all of the freon that would be reason enough to have excessive amount of oil present? the dirt? what percentage of the population cleans the dirt inside their condenser unit??? but yet your technician was adamant this was the one and only reason.You reported "the problem existed before the policy started" My policy was bought in June; I do not know about you, but I am NOT about to put my two year old daughters and wife through three months of Texas heat just because I want to file a claimthat is preposterous.You reported "my unit will need pounds of freon" That is a lie and I want to lean towards the result of a poor thorough inspection of the unit rather than an a ripoff attemptI have requested multiple times to talk to your director/tech *** and as of today have yet to received a call from himBottom line is this was a poor inspection; a failed authentication of a problem based on an assumption and an attempt to charge unnecessary amounts of freonBecause of this I am again requesting that you refund the $wasted on this unprofessional inspection of my unit and subsequent erroneous report provided to AHSYou refer me to AHS, but AHS is not at fault hereAHS followed the contracgt based on your flawed report provided to them. Just admit you were at fault and refund my hard earned money
Ms ***, I want to first apologize to you that you feel you had such a negative experience with our companyI also want to address that your original dispatch came through on Sunday 9-11-at 10:23am (which our office IS closed) we do have hours to both respond/contact/service and
call in diagnosis per our contract with *** *** ***We contacted you first thing the next morning, Mon 9-12-and serviced your "No Cool" complaint the same day We then, still within our guidelines, called in the diagnosis to the warranty company, which was called in Tues 9-13-16The diagnosis showed that your indoor evaporator coil was 100% impacted..Picture attachedand your blower motor had open winding which is caused by overheatingYou also had EXTREME overgrowth of vine, etc (pic also attached) over your condenser outsideAll of this reduces the efficiency of the A/C and heating system, increases equipment breakdown, and causes insufficient air flow All of this was taken into consideration and sent to *** for them to make their decision not cover any repairs due to Lack of Maintenance As far as customer service goes, we as a company do our best to provide the best most professional customer service we can to all our customers, however we do expect the same courtesy and respect from our customersThe name calling, foul language and much more is not necessary to any office personnel when we know for a fact we have done our job 100%I do apologize if you do not agree with our finding and your warranty companies decision to not cover any repairs Respectfully, ***Office Manager
It is very unfortunate that you feel that we did not do our job to the fullest or to your expectationsHowever, after speaking with the technician and going over his report, it is obvious that due to the amount of oil that was on your unit, there was no doubt that it was VERY visible with a
visual inspection without having to take anything apart on your unitWith this being said, the report given back to the warranty company was answering there direct questions as to whether or not this could have been detected upon an actual visual inspection prior to us being sent to your home Again, with the amount of oil you had, and in our professional opinion, it should have been detected.After our report is submitted, it I the warranty companies decision as to approving or denying any repairs or moving forward with your claimI understand your frustration, especially being in your home for as long as you have beenhowever, our technician did exactly what he was supposed to do in the time it took him to do itwhether it took him minutes or minutes to find the issue at hand What ever concerns you have beyond that, concerning repairs, you must take up with your warranty company
Complaint: ***
I am rejecting this response because: The call was not called into *** *** *** until 9/14/not 9/13/*** *** *** originally left a message on Elements emergency line on Sunday 9/11/which was never answered I never received a call from Element to follow up for repair or anythingAttached is the work order from a reputable company who actually fixed the problemElement misdiagnosed the problem causing the claim to be deniedPoor business practice in not returning calls to customers and lying about the work that needed to be doneWhen the new company came out they looked at the "overgrown vines" there were a few on one side of the unit, not all over which was simply pulled from the unitThe photo that Element took was just the one side that had vines85% of the unit was still exposed and not being blocked by any type of vinesElement collected a service fee of $with no follow upIt is now days later and still have not had a phone call from this company or Jesse who I left messages for and called several timesEmily at the office of Element had no clue what to do and just said it wasn't going to be done todayI had stressed I have a child with severe Asthma and allergies as well
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Element was sent by the warranty company to fix my AC, however they came to my home with the intent of selling me a new AC installI agreed to all the steps recommended by Element employees because I did not realize they were in the business of exploiting warranty customers and price-gauging for unnecessary services.If paying $to make my AC work for a few more months band-aid fix, then that's what I wantI told this to every tech and agreed to pay for more coolant, but the price on that went up with each visitMy AC could have been fixed on the first visit by the first technican I agreed to additional diagnostic measures because I trusted his determination that there was a pinhole leak in my line setHowever, I was informed that he failed to do the most basic checks of the coilI had two additional companies inspect the system and confirm that the steps you took were completely unnecessary.For you to say that you don't do "bandaid fixes" is contradictory to your purpose of providing service calls for a home warranty companyIf you're not in the business to do $service calls, then you need to stop offering that service through American Home ShieldThey are not an AC installation referral company. I am taking this matter up with TDLREither your technicians lack basic troubleshooting skills or are intentionally not fixing systems they are dispatched to fix.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am not complaining about pricing if the work that was presented to me did in fact need to be done and If I was in agreement with the pricing. I am not comparing screwdrivers from Lowes or Home Depot. Where you would even approach such an analogy is beyond comprehension. The fact that I was quoted for a job to cut into my drain line and install a tee and pee trap and a cutoff float when my unit already had these items is my COMPLAINT. The FACT is: my unit did not need these items to clear the clogged line for an amount of $nor did it need it if you were performing it complimentary at no charge to me. My unit ALREADY HAD THESE ITEMS IN PLACE. THAT IS MY ONLY COMPLAINT. I DID NOT NEED WORK PERFORMED AS OUTLINED ABOVE. YOUR COMPANY QUOTED FOR ITEMS TO BE DONE THAT WERE NOT NEEDED. THAT'S THE END OF STORY!! Your company tried to solicit a job that did not need doing. I don't care if I had to pay for it, if my warranty company had to pay for it, or if a complete stranger were to pay for it. IT IS VERY UNETHICAL FOR A COMPANY TO SOLICIT WORK TO ANYONE THAT DOES NOT NEED TO BE DONE. I simply do not want to see other people being charged for work they don't need by your company
Regards,
*** ***
Ms ***, your understanding and accusations are completely falseThere in no way was any work to be performed or set in place to your residenceAs explained to you numerous times, Because your warranty company did not authorize a specific type of work to be done, we, as a contracted company, then give our price to you to get it done to what we believed will be your best option to stop any future problemsIf as a customer, you do not agree with our prices, you are not obligated to use us as a companyWe never perform work, set appointments or put in motions any work without the consent out any homeowners Which in this case, we NEVER didWe kindly continued to answer all of you concerns and questions regarding your home and findings with the utmost respect. The fact that you are and husband cleaned out the lines yourself may have been a wonderful thing, but it may just have been a temporary solutionThat was all we were trying to explain to youOur work is not fictitious nor our quotes outrageousEvery company may have a different approach and different cost for the same type of workit depends of many factorsAs a consumer, I am not going to belittle a company because maybe I can buy a screwdriver at Lowes for $but why does Home Depot want to charge me $for the exact same oneWe continue to be proud of our work and take pride every day in what we do as a companyThank you*** ***
***
Complaint: ***
I am rejecting this response because: I had a second opinion given to me by another AC company through the same warranty company & their diagnosis; did not support your technician findingsi chose not to talk to you because I needed to have the second company come out and provide their findingsI have both invoices and there is conflict with your technician discoveryPlease be advised that your technician walk and pretty much walked out and did not spend over minutes on my service callThe issue has been corrected and the other AC company fixed issueI chose not to waste my time with your company after I made all attempt s get a hold of you all and didn't bother to return my call until I made the compliant. Thank you, I don't think that the other company would have fixed the issue had they supported your findings, either way I have bother service orders to prove findingsI can make a scan copy and upload both copies so that you may see for yourselfBut again I do not have the time to be back and forth we just want to have the proper services rendered not just in and out conclusions
Regards,
*** ***
Ms ***,On September you reached out to our company via email stating and I quote "I need to obtain your detail of your routine services and what exact services are provided on a routine service callPlease be advised that I will have to file a complaint if technician does not validate
the services that were rendered over at the referenced address above."on September I responded to you with the following via email "Ms ***,We have left a few messages and have tried to make contact with you in regards to your concernPlease let us know when either of our owners can contact you so they can discuss with you the issue at handThank you."Your response back to me hours later was "I am at work and I tried to get a hold of the technician and called dispatch on Monday, and have a copy of the service order, in front of meI see the diagnosis but I choose not to discuss right at this momentI need till Friday to discuss issue." (ALL EMAILS ARE ATTACHED)We never heard back from you that Friday September so we waiting until the following Monday October to reach out to you and still never heard from you. We as a company made numerous attempts to contact you in regards to your concerns to rectify the situation, however you did not cooperate As far as what the finding were, we were called to your home for a water leak, our contract through the warranty company states that were are to diagnose only what the issue/problem is that you reportThe technician found the source of the water leak (primary drain was clogged) and the secondary drain was leaking through to your sub-floorYour primary drain pan was dirty and evap coil and cond coils were 90% impacted which does not happen in a short period of timeit is a maintenance issueYour warranty policy did not cover thatIt had nothing to do with what our technician did or did not doWe report finding/diagnose the primary concernIt is up to your warranty company after that. If you have/had a maintenance agreement or maintenance done on your AC unit times a month (fall/spring) then that company should be held liable for not making you aware of the condition of your unit/coilsI know *** does not have maint programs therefore that is something a homeowner would be responsible for out of pocket. These are all things we would have been more than happy to discuss with you if you would have contacted us back when we tried to reach out to youWe do our best to make sure our customers are taken care of no matter whatPlease let us know if we can be any further assistance to you
Complaint: ***
I am rejecting this response because:The co-owner met me at the residence and was courteousHowever, he continued to evade the fact that the items the first co-owner and technician submitted to be performed for a cost of $to me, were indeed fictitious because what was submitted to be performed was already in place. I told him I reported to Revdex.com, The Home Warranty Company and the Texas Licensing and he simply said he would deny all allegations and it would be his word against mine. He stated he would say it was a simple mistake and that the technician (co owner) mixed up which home it was. I talked to the office personnel several times to be sure what was quoted was correct. I also talked directly to the technician (co owner) to be completely sure this was the case and he went into an in depth explanation of cutting into the line and installing items that needed to be in place in order to clear the clogged drain line. He said there was no way to clear the line. I later found, before allowing the work to be done, that these items were already in placeI was able to catch his company, Element Efficient Energy Concepts, before the scope of work was done by going up into the attic and personally viewing the unit to verify what work quoted to be performed for $was for repairs that were not needed due to the fact that they said:1) the drain line did not have a tee, pee trap, or an overflow switch and it was to cut the line and install all three in order to clear the clogged line. At my inspection, I found the unit to have all three items they said were not there. Therefore, ELEMENT IS NOT AN HONEST COMPANY AND I AM FILING THIS COMPLAINT IN HOPES THAT OTHER PEOPLE WILL NOT BE SUSEPTIBLE TO FICTIOUS WORK/REPAIRS AT OUTRAGEOUS PRICING
Regards,
*** ***
Mrs ***, We arrived 7/21/ Our technician noted that your system was empty of freon (R22)There were NO Visual signs of a leak, therefore our "diagnosis" is that there may be a leak somewhere within your system we cannot visually detectBecause you have a warranty company, there
are steps and procedures to be takenWe reported back to your warranty company our finding and that we "suggest: an Isolation Leak Search so we can detect exactly where the leak was coming fromAfter getting that authorization, we contacted youWe explained the complete process to you as we do ALL of our customers before we proceed with any work, authorized or not A customer has every right to refuse any work being done You agreed to the process so out technicians proceeded. When they cam out on 7/24/to begin the test, the remainder of any freon in your system had to be removed Yes, the previous invoice stated "empty" but there is always residual in your lines that run through the home that need to be recoveredThat does not show up on "pressure tests" Cutting the copper lines, and the complete process WAS approved by you prior to us doing the work. We returned 7/26/to check the pressures(we have to wait 24-hours to the leak to present itself) The pressures showed that the leak was coming from your coil in your Air HandlerWe reported back to the warranty company with our report and suggestion to replace the coil Th warranty company made their decision that it was more cost effective to replace the complete Air Handler rather than just the coilUnfortunately, due to that decision made only by your warranty company, there will be possible non-coverage charges that you, the homeowner would be responsible for if your warranty company does not cover them. Again, you as the customer have every right to refuse service to your home, but we do the service only after we get the "OK" from the homeowner, which we didI understand the cost is high for you to repair what your warranty company is authorizing, but that is something you need to take up with your warranty companyIt is not on us as a company.As for damage to your system, we did not damage anything to your AC unitIt was the process of the leak search as we had discussed and per our contract with your warranty company and per TDLR, we can not put a system back together knowing there is a leak and it is documentedTherefore, there will be no reimbursement for something we did not doAs for the service fee, we did diagnose your system and per your contract with your warranty company, that fee is due upon just diagnosis. We, as a company did everything necessary to diagnose your system and the proper stepsI am sorry that you feel so negative about the process and feel we were in the wrongWe stayed in constant communication with you and did our best to inform you of everythingand as I explained previously, we never like to put a band-aid over a problem, we fix the issue to the fullest so you never have an issue again
Mrs ***,First and foremost, I want to apologize to you for any frustration this may have caused you As explained when we kindly met you at your residence yesterday, The issue was that the drain line was clogged and all the water had missed the emergency pan and ruined the ceiling causing
water damage. Our visit to your residence was through your home warranty companyThe policy you have, unfortunately does not cover clogged drain linesSO the drain line was not blown at that timeBecause the situation was a tenant/homeowner scenario, we always have to confirm all repairs not covered by the warranty company with the homeowner prior to conducting.The quote for $was for us to rebuild the T-section and P-Trap section of the drain line in order to install a main drain line float switch to stop any future water damage to your home/ceilingIt was not just for blowing a drain or P-trap.Also, please understand that the $that was collected was not due to any work done at your residenceThis was a co-pay/deductible that is automatically owed through your warranty company for any company to come out to diagnose an issue. In no way is our company out to try and charge people and obtain money for work that does not need to be doneThe work we advised to be done was to stop any future problems from happeningWe strive for honestly and take pride in all of our work. I hope you now have a better understanding of what we as a company were trying to do for you as a valued customer. *** *** ***
Ms [redacted] , your understanding and accusations are completely falseThere in no way was any work to be performed or set in place to your residenceAs explained to you numerous times, Because your warranty company did not authorize a specific type of work to be done, we, as a contracted company, then give our price to you to get it done to what we believed will be your best option to stop any future problemsIf as a customer, you do not agree with our prices, you are not obligated to use us as a companyWe never perform work, set appointments or put in motions any work without the consent out any homeowners Which in this case, we NEVER didWe kindly continued to answer all of you concerns and questions regarding your home and findings with the utmost respectThe fact that you are and husband cleaned out the lines yourself may have been a wonderful thing, but it may just have been a temporary solutionThat was all we were trying to explain to youOur work is not fictitious nor our quotes outrageousEvery company may have a different approach and different cost for the same type of workit depends of many factorsAs a consumer, I am not going to belittle a company because maybe I can buy a screwdriver at Lowes for $but why does Home Depot want to charge me $for the exact same oneWe continue to be proud of our work and take pride every day in what we do as a companyThank you [redacted]
Complaint: [redacted] I am rejecting this response because: I am not complaining about pricing if the work that was presented to me did in fact need to be done and If I was in agreement with the pricing I am not comparing screwdrivers from Lowes or Home Depot Where you would even approach such an analogy is beyond comprehension The fact that I was quoted for a job to cut into my drain line and install a tee and pee trap and a cutoff float when my unit already had these items is my COMPLAINT The FACT is: my unit did not need these items to clear the clogged line for an amount of $nor did it need it if you were performing it complimentary at no charge to me My unit ALREADY HAD THESE ITEMS IN PLACE THAT IS MY ONLY COMPLAINT I DID NOT NEED WORK PERFORMED AS OUTLINED ABOVE YOUR COMPANY QUOTED FOR ITEMS TO BE DONE THAT WERE NOT NEEDED THAT'S THE END OF STORY!! Your company tried to solicit a job that did not need doing I don't care if I had to pay for it, if my warranty company had to pay for it, or if a complete stranger were to pay for it IT IS VERY UNETHICAL FOR A COMPANY TO SOLICIT WORK TO ANYONE THAT DOES NOT NEED TO BE DONE I simply do not want to see other people being charged for work they don't need by your company Regards, [redacted]
Ms ***, Please understand that our office personnel are NOT technicians and all we can do is our best to get a message to the technician regarding your concernsAll of our customers are our number one priority and in no way are we ever misleading However, I want to thank you for attaching the invoice from the company that came out to service your AC. Please note that the work performed by this company is the not “repairs” but a majority of cleaning of the coil, which was heavily impacted (stated on our invoice). As I read their invoice and the work performed, it shows me that the process they took to clean your coil to give proper air flow is not sufficient enough for long term. As a professional, the proper way to fully clean is to remove the coil completely from the unit and give it a thorough acid bath and rinsing which could take up to hoursJust cleaning/brushing and spraying a coil in place in just a temporary fix. So yes, our quote for a complete “professional” cleaning is a bit higher then what you did pay for, but again, our process is much more effective when it comes to the operations of your Air ConditionerAs for the service fee, that is a fee that you, as a homeowner, agreed to pay through your warranty company, per your policy, to any company that came out to service/diagnose your concernWhether it was for an appliance, AC, plumbing etc A follow up is only authorized to be given by us, if: 1- You were authorized repairs/replacement/work etc 2- Warranty company requested a quote from us for work due to a denial As a courtesy, our company will always follow up with customers, especially after a denial to go over any options available to them so we can get them up and running, however you did not give us the chance to properly respond and go over anything with you When you contacted our office on 9/14/(days after your original service call) you were vicious and obscene with our personnel I know this all came from frustration, but you did not give us a chance to respond before you attacked On a side note, I noticed that the technician advised you to pour bleach down your drain monthly…Although this is a widely used technique, I would like to kindly advise you that Vinegar may be a better solution for you. Although both are not the most pleasant chemical to smell, bleach vapor can actually be harmful of it is inhaled and having a young child with severe asthma and allergies, I would take that into consideration. Vinegar is also typically easier to since out of a drain line after you are done cleaning. And since drain lines are made of PVC plastic, bleach can quickly eat away at not only the line, but the glue and cement joining the line to the fitting and condensationTherefore I would stick with white distilled vinegar for clearing those clogs and debris, especially during the winter/colder months If you have any question/concerns, please feel free to contact me and I will be more than happy to discuss things further with you
Complaint: ***
I am rejecting this response because: as discussed in our phone call the so-called visual inspection identified the leak as coming from the reversing valve and your report stated that it needed to be replacedThis was not the case, the reversing did not have a leak and currently is working as intended by manufacturer thanks to a more thorough inspection of the issueThe leak which was the only part of the report your company/tech submitted was valid, was not at the reversing valve but at one of the capillaries going into the reversing valveThe "poor weld job" as described in the inspection report could not be located from simple visual inspection due to the fact that the leak was at the bottom opposite side of direct sight from looking at fanThe other thing that was reported to the insurance is that without any proof the technician which is the director of the company by the way made the assumption that this problem was not recent and rather had been there for a long timeThis is a blatant lie and a complete lack of professionalism on your part for assuming something and making it a fact in the report submittedyour technician also misstated that the unit had previously been charged by another company a few months backAgain, another lie and misrepresentation given to AHS in your reportThe unit had been recharged a week from the date your technician came to inspect the unitI specifically told your director that fact when I was explaining the issue to himUnit started having a hard time cooling, called a company to come and recharge it; perhaps prior to re-charching the leak was minimal due to psi was not too high since it was missing freonAfter the freon was loaded the leak might have gotten bigger due to increased pressure after fillYet on top of all those poorly concluded items reported to AHS, your director/tech also told me it would take 16# of freon to recharge the unitmy unit maximum is that includes the coil insideadd 2-more for pipes and what not, and you still only have 12# where did he get pounds from at $a pound that is some major rip offThe report presented to AHS stated and I have a copy if you wish to contest its content "the condenser reversing valve was leakingThe amount of oil in and around condenser as well as dirt connected to the oil at the condenser suggested that the problem existed before the policy started" Here is the problem I haveYou reported "the reversing valve was leaking" That was the wrong diagnosis due to poor or lack of a proper inspection on the unit "assumption" You reported "the amount of oil and dirt suggested the problem existed before policy expired" Taking into account that the unit had just been charge days prior [a week if you want to stay consistent with my earlier statement] and the unit leaked all of the freon that would be reason enough to have excessive amount of oil present? the dirt? what percentage of the population cleans the dirt inside their condenser unit??? but yet your technician was adamant this was the one and only reason.You reported "the problem existed before the policy started" My policy was bought in June; I do not know about you, but I am NOT about to put my two year old daughters and wife through three months of Texas heat just because I want to file a claimthat is preposterous.You reported "my unit will need pounds of freon" That is a lie and I want to lean towards the result of a poor thorough inspection of the unit rather than an a ripoff attemptI have requested multiple times to talk to your director/tech *** and as of today have yet to received a call from himBottom line is this was a poor inspection; a failed authentication of a problem based on an assumption and an attempt to charge unnecessary amounts of freonBecause of this I am again requesting that you refund the $wasted on this unprofessional inspection of my unit and subsequent erroneous report provided to AHSYou refer me to AHS, but AHS is not at fault hereAHS followed the contracgt based on your flawed report provided to them. Just admit you were at fault and refund my hard earned money
Ms ***, I want to first apologize to you that you feel you had such a negative experience with our companyI also want to address that your original dispatch came through on Sunday 9-11-at 10:23am (which our office IS closed) we do have hours to both respond/contact/service and
call in diagnosis per our contract with *** *** ***We contacted you first thing the next morning, Mon 9-12-and serviced your "No Cool" complaint the same day We then, still within our guidelines, called in the diagnosis to the warranty company, which was called in Tues 9-13-16The diagnosis showed that your indoor evaporator coil was 100% impacted..Picture attachedand your blower motor had open winding which is caused by overheatingYou also had EXTREME overgrowth of vine, etc (pic also attached) over your condenser outsideAll of this reduces the efficiency of the A/C and heating system, increases equipment breakdown, and causes insufficient air flow All of this was taken into consideration and sent to *** for them to make their decision not cover any repairs due to Lack of Maintenance As far as customer service goes, we as a company do our best to provide the best most professional customer service we can to all our customers, however we do expect the same courtesy and respect from our customersThe name calling, foul language and much more is not necessary to any office personnel when we know for a fact we have done our job 100%I do apologize if you do not agree with our finding and your warranty companies decision to not cover any repairs Respectfully, ***Office Manager
It is very unfortunate that you feel that we did not do our job to the fullest or to your expectationsHowever, after speaking with the technician and going over his report, it is obvious that due to the amount of oil that was on your unit, there was no doubt that it was VERY visible with a
visual inspection without having to take anything apart on your unitWith this being said, the report given back to the warranty company was answering there direct questions as to whether or not this could have been detected upon an actual visual inspection prior to us being sent to your home Again, with the amount of oil you had, and in our professional opinion, it should have been detected.After our report is submitted, it I the warranty companies decision as to approving or denying any repairs or moving forward with your claimI understand your frustration, especially being in your home for as long as you have beenhowever, our technician did exactly what he was supposed to do in the time it took him to do itwhether it took him minutes or minutes to find the issue at hand What ever concerns you have beyond that, concerning repairs, you must take up with your warranty company
Complaint: ***
I am rejecting this response because: The call was not called into *** *** *** until 9/14/not 9/13/*** *** *** originally left a message on Elements emergency line on Sunday 9/11/which was never answered I never received a call from Element to follow up for repair or anythingAttached is the work order from a reputable company who actually fixed the problemElement misdiagnosed the problem causing the claim to be deniedPoor business practice in not returning calls to customers and lying about the work that needed to be doneWhen the new company came out they looked at the "overgrown vines" there were a few on one side of the unit, not all over which was simply pulled from the unitThe photo that Element took was just the one side that had vines85% of the unit was still exposed and not being blocked by any type of vinesElement collected a service fee of $with no follow upIt is now days later and still have not had a phone call from this company or Jesse who I left messages for and called several timesEmily at the office of Element had no clue what to do and just said it wasn't going to be done todayI had stressed I have a child with severe Asthma and allergies as well
Regards,
*** ***
Complaint: ***
I am rejecting this response because:Element was sent by the warranty company to fix my AC, however they came to my home with the intent of selling me a new AC installI agreed to all the steps recommended by Element employees because I did not realize they were in the business of exploiting warranty customers and price-gauging for unnecessary services.If paying $to make my AC work for a few more months band-aid fix, then that's what I wantI told this to every tech and agreed to pay for more coolant, but the price on that went up with each visitMy AC could have been fixed on the first visit by the first technican I agreed to additional diagnostic measures because I trusted his determination that there was a pinhole leak in my line setHowever, I was informed that he failed to do the most basic checks of the coilI had two additional companies inspect the system and confirm that the steps you took were completely unnecessary.For you to say that you don't do "bandaid fixes" is contradictory to your purpose of providing service calls for a home warranty companyIf you're not in the business to do $service calls, then you need to stop offering that service through American Home ShieldThey are not an AC installation referral company. I am taking this matter up with TDLREither your technicians lack basic troubleshooting skills or are intentionally not fixing systems they are dispatched to fix.
Regards,
*** ***
Complaint: ***
I am rejecting this response because: I am not complaining about pricing if the work that was presented to me did in fact need to be done and If I was in agreement with the pricing. I am not comparing screwdrivers from Lowes or Home Depot. Where you would even approach such an analogy is beyond comprehension. The fact that I was quoted for a job to cut into my drain line and install a tee and pee trap and a cutoff float when my unit already had these items is my COMPLAINT. The FACT is: my unit did not need these items to clear the clogged line for an amount of $nor did it need it if you were performing it complimentary at no charge to me. My unit ALREADY HAD THESE ITEMS IN PLACE. THAT IS MY ONLY COMPLAINT. I DID NOT NEED WORK PERFORMED AS OUTLINED ABOVE. YOUR COMPANY QUOTED FOR ITEMS TO BE DONE THAT WERE NOT NEEDED. THAT'S THE END OF STORY!! Your company tried to solicit a job that did not need doing. I don't care if I had to pay for it, if my warranty company had to pay for it, or if a complete stranger were to pay for it. IT IS VERY UNETHICAL FOR A COMPANY TO SOLICIT WORK TO ANYONE THAT DOES NOT NEED TO BE DONE. I simply do not want to see other people being charged for work they don't need by your company
Regards,
*** ***
Ms ***, your understanding and accusations are completely falseThere in no way was any work to be performed or set in place to your residenceAs explained to you numerous times, Because your warranty company did not authorize a specific type of work to be done, we, as a contracted company, then give our price to you to get it done to what we believed will be your best option to stop any future problemsIf as a customer, you do not agree with our prices, you are not obligated to use us as a companyWe never perform work, set appointments or put in motions any work without the consent out any homeowners Which in this case, we NEVER didWe kindly continued to answer all of you concerns and questions regarding your home and findings with the utmost respect. The fact that you are and husband cleaned out the lines yourself may have been a wonderful thing, but it may just have been a temporary solutionThat was all we were trying to explain to youOur work is not fictitious nor our quotes outrageousEvery company may have a different approach and different cost for the same type of workit depends of many factorsAs a consumer, I am not going to belittle a company because maybe I can buy a screwdriver at Lowes for $but why does Home Depot want to charge me $for the exact same oneWe continue to be proud of our work and take pride every day in what we do as a companyThank you*** ***
***
Complaint: ***
I am rejecting this response because: I had a second opinion given to me by another AC company through the same warranty company & their diagnosis; did not support your technician findingsi chose not to talk to you because I needed to have the second company come out and provide their findingsI have both invoices and there is conflict with your technician discoveryPlease be advised that your technician walk and pretty much walked out and did not spend over minutes on my service callThe issue has been corrected and the other AC company fixed issueI chose not to waste my time with your company after I made all attempt s get a hold of you all and didn't bother to return my call until I made the compliant. Thank you, I don't think that the other company would have fixed the issue had they supported your findings, either way I have bother service orders to prove findingsI can make a scan copy and upload both copies so that you may see for yourselfBut again I do not have the time to be back and forth we just want to have the proper services rendered not just in and out conclusions
Regards,
*** ***
Ms ***,On September you reached out to our company via email stating and I quote "I need to obtain your detail of your routine services and what exact services are provided on a routine service callPlease be advised that I will have to file a complaint if technician does not validate
the services that were rendered over at the referenced address above."on September I responded to you with the following via email "Ms ***,We have left a few messages and have tried to make contact with you in regards to your concernPlease let us know when either of our owners can contact you so they can discuss with you the issue at handThank you."Your response back to me hours later was "I am at work and I tried to get a hold of the technician and called dispatch on Monday, and have a copy of the service order, in front of meI see the diagnosis but I choose not to discuss right at this momentI need till Friday to discuss issue." (ALL EMAILS ARE ATTACHED)We never heard back from you that Friday September so we waiting until the following Monday October to reach out to you and still never heard from you. We as a company made numerous attempts to contact you in regards to your concerns to rectify the situation, however you did not cooperate As far as what the finding were, we were called to your home for a water leak, our contract through the warranty company states that were are to diagnose only what the issue/problem is that you reportThe technician found the source of the water leak (primary drain was clogged) and the secondary drain was leaking through to your sub-floorYour primary drain pan was dirty and evap coil and cond coils were 90% impacted which does not happen in a short period of timeit is a maintenance issueYour warranty policy did not cover thatIt had nothing to do with what our technician did or did not doWe report finding/diagnose the primary concernIt is up to your warranty company after that. If you have/had a maintenance agreement or maintenance done on your AC unit times a month (fall/spring) then that company should be held liable for not making you aware of the condition of your unit/coilsI know *** does not have maint programs therefore that is something a homeowner would be responsible for out of pocket. These are all things we would have been more than happy to discuss with you if you would have contacted us back when we tried to reach out to youWe do our best to make sure our customers are taken care of no matter whatPlease let us know if we can be any further assistance to you
Complaint: ***
I am rejecting this response because:The co-owner met me at the residence and was courteousHowever, he continued to evade the fact that the items the first co-owner and technician submitted to be performed for a cost of $to me, were indeed fictitious because what was submitted to be performed was already in place. I told him I reported to Revdex.com, The Home Warranty Company and the Texas Licensing and he simply said he would deny all allegations and it would be his word against mine. He stated he would say it was a simple mistake and that the technician (co owner) mixed up which home it was. I talked to the office personnel several times to be sure what was quoted was correct. I also talked directly to the technician (co owner) to be completely sure this was the case and he went into an in depth explanation of cutting into the line and installing items that needed to be in place in order to clear the clogged drain line. He said there was no way to clear the line. I later found, before allowing the work to be done, that these items were already in placeI was able to catch his company, Element Efficient Energy Concepts, before the scope of work was done by going up into the attic and personally viewing the unit to verify what work quoted to be performed for $was for repairs that were not needed due to the fact that they said:1) the drain line did not have a tee, pee trap, or an overflow switch and it was to cut the line and install all three in order to clear the clogged line. At my inspection, I found the unit to have all three items they said were not there. Therefore, ELEMENT IS NOT AN HONEST COMPANY AND I AM FILING THIS COMPLAINT IN HOPES THAT OTHER PEOPLE WILL NOT BE SUSEPTIBLE TO FICTIOUS WORK/REPAIRS AT OUTRAGEOUS PRICING
Regards,
*** ***
Mrs ***, We arrived 7/21/ Our technician noted that your system was empty of freon (R22)There were NO Visual signs of a leak, therefore our "diagnosis" is that there may be a leak somewhere within your system we cannot visually detectBecause you have a warranty company, there
are steps and procedures to be takenWe reported back to your warranty company our finding and that we "suggest: an Isolation Leak Search so we can detect exactly where the leak was coming fromAfter getting that authorization, we contacted youWe explained the complete process to you as we do ALL of our customers before we proceed with any work, authorized or not A customer has every right to refuse any work being done You agreed to the process so out technicians proceeded. When they cam out on 7/24/to begin the test, the remainder of any freon in your system had to be removed Yes, the previous invoice stated "empty" but there is always residual in your lines that run through the home that need to be recoveredThat does not show up on "pressure tests" Cutting the copper lines, and the complete process WAS approved by you prior to us doing the work. We returned 7/26/to check the pressures(we have to wait 24-hours to the leak to present itself) The pressures showed that the leak was coming from your coil in your Air HandlerWe reported back to the warranty company with our report and suggestion to replace the coil Th warranty company made their decision that it was more cost effective to replace the complete Air Handler rather than just the coilUnfortunately, due to that decision made only by your warranty company, there will be possible non-coverage charges that you, the homeowner would be responsible for if your warranty company does not cover them. Again, you as the customer have every right to refuse service to your home, but we do the service only after we get the "OK" from the homeowner, which we didI understand the cost is high for you to repair what your warranty company is authorizing, but that is something you need to take up with your warranty companyIt is not on us as a company.As for damage to your system, we did not damage anything to your AC unitIt was the process of the leak search as we had discussed and per our contract with your warranty company and per TDLR, we can not put a system back together knowing there is a leak and it is documentedTherefore, there will be no reimbursement for something we did not doAs for the service fee, we did diagnose your system and per your contract with your warranty company, that fee is due upon just diagnosis. We, as a company did everything necessary to diagnose your system and the proper stepsI am sorry that you feel so negative about the process and feel we were in the wrongWe stayed in constant communication with you and did our best to inform you of everythingand as I explained previously, we never like to put a band-aid over a problem, we fix the issue to the fullest so you never have an issue again
Mrs ***,First and foremost, I want to apologize to you for any frustration this may have caused you As explained when we kindly met you at your residence yesterday, The issue was that the drain line was clogged and all the water had missed the emergency pan and ruined the ceiling causing
water damage. Our visit to your residence was through your home warranty companyThe policy you have, unfortunately does not cover clogged drain linesSO the drain line was not blown at that timeBecause the situation was a tenant/homeowner scenario, we always have to confirm all repairs not covered by the warranty company with the homeowner prior to conducting.The quote for $was for us to rebuild the T-section and P-Trap section of the drain line in order to install a main drain line float switch to stop any future water damage to your home/ceilingIt was not just for blowing a drain or P-trap.Also, please understand that the $that was collected was not due to any work done at your residenceThis was a co-pay/deductible that is automatically owed through your warranty company for any company to come out to diagnose an issue. In no way is our company out to try and charge people and obtain money for work that does not need to be doneThe work we advised to be done was to stop any future problems from happeningWe strive for honestly and take pride in all of our work. I hope you now have a better understanding of what we as a company were trying to do for you as a valued customer. *** *** ***