R P M Heating & Air Conditioning, Inc.

Complaint: [redacted]
I am rejecting this response because:
I just wanted to let you know that this issue has not been resolved. The initial complaint was closed because RPM opened a claim with their insurance company. I have been following up with the claims representative from [redacted] for the past several months. [redacted], the service technician from RPM repeatedly avoided calling him back. I know this because I spoke with [redacted], the rep. at least 5 times regarding the matter. RPM wouldn't give him a direct number to reach the technician and kept claiming that they were too busy for him to return the call. Additionally, when [redacted] spoke with [redacted], he told him the same lie about having a discussion with me about needing to put my own air filter into our AC unit. This discussion never happened, as I had air filters in my house and had I known he didn't put one in, I would have gone to our shed and opened the package to put one in the unit. I have the original receipt, which states, "Found blocked 16X20Xl air filter tripped limit. Adjusted charge on outdoor unit and left system running normal. Why would he leave a system "running normal" without a filter in it? There's nothing normal about using the unit without a filter. I was also told by RPM that the last time they came here, in 2009, they wrote on the receipt that I was going to use my own filter. That would indicate that the technician had a conversation with me during that service call. Why didn't he do it this time? We had hundreds of dollars in damage, as did our downstairs neighbors, as a result of this. I'm extremely upset with this outcome. Why open an insurance claim, if you had no intention of telling the truth? I appreciate your help in this matter.
[redacted]
Regards,
[redacted]

We have Contacted our insurance company regarding this situation. They...

will contact the customer. “We left a message on her cell phone to let her know that we have contacted [redacted] and they will be contacting her.
Sincerely,
[redacted]

Review: On 3/1/14 RPM serviced our heating unit. They found a blocked air filter, removed it, adjusted the charge on the outside unit, and left it running normally. Part of the service includes replacing the air filter, unless the customer states that they have their own and will replace it. That conversation never took place and since the system was left running, I was under the impression that they replaced the filter that was removed. They did not, and I was not made aware. If I had been, I would have put a new filter in. I always keep them in the house, and they only cost a few dollars. 2 days ago there was a leak from my unit into my downstairs neighbors condo. Their heating & air service came up to look at our unit, discovered frozen coils, and when they opened the unit to see the problem, revealed that no air filter was ever placed inside the unit when it was serviced. It caused us $261 in damages, and caused damage to the floors in my neighbors unit. Upon contacting RPM, they admitted that it should have been noted on my receipt if I was to replace the filter on my own; it wasn't. Then they tried to use a service call from 2009 when I happened to replace the filter on my own as the reason. The tech that visited my house on 3/1 didn't even know that he had been there 5 years prior. The tech also lied and told the management that he and I had a conversation about the air filter. That never happened, if it did, I would have been happy to put one in. I would never intentionally leave a unit in a state that would cost me more money in the future, especially when air filters are so inexpensive. RPM also tried to make it seem like because they came out on a Saturday in March, I should be grateful. Their company is OPEN on Saturday, and I PAID for an emergency weekend call. I have a receipt with details from [redacted] describing the damage as a result of the unit being left without a filter for 2.5 months.Desired Settlement: Compensation for the cleaning of coils and unclogging of our unit ($261) and that they cover the cost of damage to our neighbors floors because it was a result of negligence.

Business

Response:

We have Contacted our insurance company regarding this situation. They will contact the customer. “We left a message on her cell phone to let her know that we have contacted [redacted] and they will be contacting her.

Sincerely,