RevDex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Regards, [redacted] *** l have since found out that the insurance company, [redacted] is the real culprit.lt would have been nice if AAA had informed me of this.l only found out about the situation after I had filed the complaint.......The ac unit is not fixed as of yet..........13 days and counting
As the customer had stated, he has a policy through his insurance company in which we were dispatched throughDue to the insurance company's regulations, we have certain procedures that we have to adhere to upon our agreement with them and we have explained those procedures to the customer on more than one occasion but this should be in their policy as wellWe do not receive the customers' individual policies; we have just worked with this insurance company for over years so we know how they operate.After receiving the work order from the insurance company and setting up an appointment with the customer, we sent a technician out to diagnose the problem with the air conditioning unitAfter diagnosing the problem, we have to call and locate parts needed, get pricing and put a quote together before calling the insurance company for authorizationOnce we have that all together and can call for authorization, the insurance company then has to decide what they want to do with itUsually they're trying to decide between repair, replace or send it out for a second opinion; sometimes we get authorization immediately, sometimes they have to get additional approval and call us backThere's not much that we can do, the insurance company is the one who assigned us to the job and they're the ones that make the decision on what they're going to do with the problem and what company is going to be the one to do it.As we told the customer when talking to him yesterday afternoon, I called the insurance company this morning and because of the age of the system and cost for repair, they decided to authorize the initial visit and to dispatch for a second opinionThis does not mean the customer is out the money on that service fee, that will be applied towards the insurance company sending the technicians out/getting the unit repaired and the company that gets the second opinion work order should not be asking for another service feeAgain, we do not get the customers' policies so we do not know what is stated in there or what all is covered but typically that is how these cases workIf the customer has a question about or an issue with their policy, the order of procedures, or the authorization then they need to contact the insurance company as none of that is through usWe are simply assigned to diagnose, quote and then repair/replace depending on what the insurance company gives us authorization to do.It is unfortunate that this customer feels the way that he does about our companyIn no way have we tried to be dishonest with him, nor would we try to take his money and leave a job unfinishedWe have to adhere to the procedures in which we signed a contract with the insurance company, who is the one that sent us on the job in the first placeWe especially would not "prey on old people"; we have been in business in Fort Collins for over years (of which we've been a part of the Revdex.com and in great standing), a part of this community for longer than thatWe have many customers that have been with us since we began and have grown with us as wellDespite what the customer believes, we do feel for him and the many other air conditioning work orders we have received over the past couple weeks, as these temperatures have been high and we are trying to get through these calls as quickly and proficiently as we canYet that still does not change the procedures we have to go through with the insurance companySincerely,Larry H [redacted]
RevDex.com: I have reviewed the response made by the business, and find that this resolution is satisfactory to me. Regards, [redacted] *** l have since found out that the insurance company, [redacted] is the real culprit.lt would have been nice if AAA had informed me of this.l only found out about the situation after I had filed the complaint.......The ac unit is not fixed as of yet..........13 days and counting
As the customer had stated, he has a policy through his insurance company in which we were dispatched throughDue to the insurance company's regulations, we have certain procedures that we have to adhere to upon our agreement with them and we have explained those procedures to the customer on more than one occasion but this should be in their policy as wellWe do not receive the customers' individual policies; we have just worked with this insurance company for over years so we know how they operate.After receiving the work order from the insurance company and setting up an appointment with the customer, we sent a technician out to diagnose the problem with the air conditioning unitAfter diagnosing the problem, we have to call and locate parts needed, get pricing and put a quote together before calling the insurance company for authorizationOnce we have that all together and can call for authorization, the insurance company then has to decide what they want to do with itUsually they're trying to decide between repair, replace or send it out for a second opinion; sometimes we get authorization immediately, sometimes they have to get additional approval and call us backThere's not much that we can do, the insurance company is the one who assigned us to the job and they're the ones that make the decision on what they're going to do with the problem and what company is going to be the one to do it.As we told the customer when talking to him yesterday afternoon, I called the insurance company this morning and because of the age of the system and cost for repair, they decided to authorize the initial visit and to dispatch for a second opinionThis does not mean the customer is out the money on that service fee, that will be applied towards the insurance company sending the technicians out/getting the unit repaired and the company that gets the second opinion work order should not be asking for another service feeAgain, we do not get the customers' policies so we do not know what is stated in there or what all is covered but typically that is how these cases workIf the customer has a question about or an issue with their policy, the order of procedures, or the authorization then they need to contact the insurance company as none of that is through usWe are simply assigned to diagnose, quote and then repair/replace depending on what the insurance company gives us authorization to do.It is unfortunate that this customer feels the way that he does about our companyIn no way have we tried to be dishonest with him, nor would we try to take his money and leave a job unfinishedWe have to adhere to the procedures in which we signed a contract with the insurance company, who is the one that sent us on the job in the first placeWe especially would not "prey on old people"; we have been in business in Fort Collins for over years (of which we've been a part of the Revdex.com and in great standing), a part of this community for longer than thatWe have many customers that have been with us since we began and have grown with us as wellDespite what the customer believes, we do feel for him and the many other air conditioning work orders we have received over the past couple weeks, as these temperatures have been high and we are trying to get through these calls as quickly and proficiently as we canYet that still does not change the procedures we have to go through with the insurance companySincerely,Larry H [redacted]