R & K Air Conditioning

Review: I called R&k on June 30,2014 and to this day they have not fixed the AC. It's 120 degrees inside the house. We get nauseas because of the extent of the heat. They come out and leave without getting the problem resolved. I have children I care for and I fear they are going to get a heat stroke.Desired Settlement: Fix the AC...

Business

Response:

This call is a Fidelity National Home Warranty service work order which is a home warranty service. Fidelity issues us a SWO we then contact the owner and arrange a time to come out and diagnose or repair the unit if it is under their auth. limit of $150.00. At the time of the visit the customer is to pay the service fee which in this case is $60.00. SWO #[redacted] was issued on 6-30-14 at which time we tried to contact the owner but did not reach them until 7-1-14. We made contact, checked and repaired an issue with the unit that same day and she paid the service fee. On 7-3-14 (two days later) customer called Fidelity and they issued a possible recall on SWO #[redacted] at which time we went back out and found a refrigerant line had cracked on the reversing valve and needed replacing, we did not collect a service fee at this time. We called Fidelity and gave them a breakdown on the repairs needed as It exceeded the $150.00 limit. At that time they did not authorize the repairs because a second service fee was to be paid by the customer due to different problem with the unit. Fidelity contacts the customers direct on this issue. She did not want to pay a second fee and was arguing with them over it. On 7-7-14 they issued a third SWO # [redacted] because the repairs had not been completed and she called to complain, at that time the repairs had not been authorized. When they issued the third SWO It was just a matter of us calling Fidelity and simply explaining they had yet to authorize us to complete the repairs. On 7-8-14 they finally authorized the repairs to be completed and they waived her service fee. The repairs were completed on 7-9-14. As you can see the hold up on the repairs was her not wanting to pay the service fee to Fidelity. It is unfortunate this kind of thing happens because we are caught in the middle of these things that we have no control over, that is why we have dropped servicing several of these home warranty companies. While the customer has every right to be upset about her A/C being down for that long in the middle of July she took her frustration out on us instead of Fidelity, where she should have. She issued the complaint the day they authorized the repairs. This customer was upset that her A/C broke down twice in the same week in July and believes it was our fault. Had she paid for these repairs herself, they would have cost her 800-900 dollars but because she had the insurance it cost her $60.00. Her insurance company was trying to get her to pay the service fee on the second work order which she was disputing so for the extra $60.00 she did not want pay, she stretched her repairs out an extra week but she did finally get them to waive her fee. With all this being said this why is I feel this complaint against us is not warranted. I hope this helps clear this issue up and as you can see we are in a very small area and we try to take care of all our customers in timely manner. Thank you for your time. [redacted]R&K Air Conditioning798 Industry WayEl Centro, Calif. 92243