Rentmeister Total Home Service

Complaint: ***
I am rejecting this response because: you are failing to acknowledge that this particular technician chose to be dishonest woth me the customer There was not a lack of communication..it was blatant dishonesty
Sincerely,
*** ***

Our company double-checked with the plumber who went to the home and called in the report to the home warranty company. In the home are copper lines directly connected to galvanized lines, which causes electrolysis. Electrolysis could be a problem now, as well as in the future, unless the pipes are changed. The tech did not cause the issue, but simply reported it to the home warranty company, which decided to deny the customer's claim, due to improper install. Another company had previously attempted a repair, the technician reported to the warranty company, but there could be future problems until the source of the issue is corrected. We are sorry the customer is upset, but we went to the home and checked the job, per our instructions from her home warranty company; reported to them the issue as we saw it; and therefore, we will not be returning the service fee, since we followed through with our obligation. Laura R[redacted]Rentmeister &  Co., Inc.

I apologize for the delay in response. June through August are our busiest times, and I was unable to gather information and address the problem until recently.I regret you have an issue relating to the technician's handling of the call, and that you felt he told you one thing, but reported a...

different issue to the home warranty company. This tech has dealt with 4 separate warranty companies during the last three years, and realizes there are many contracts, and that we can only perform services we are authorized to do after checking contract coverage and reporting the issues to the particular home warranty. Truly, it can be frustrating for both homeowner & technician when the tech discovers an issue that might be covered under a particular contract or warranty company is NOT going to be covered under the client's version or by that company. Because of the chance for possible denial by the home warranties, each of those 4 companies require that we collect the service fee up front. If we fail to collect the service or trade fee, frequently we are not reimbursed by the home warranty, and take that loss. In this case, the technician performed a leak-search in the attic, called the home warranty company to report the details and scope of things, and HWA denied the claim, stating improper installation (type & application of materials used in the attic, evidently) was not covered under the homeowner's contract. Normally the home warranty is responsible for contacting the homeowner to provide details of the contract's exclusion. If this did not happen, I am sorry, but we have limited control over that, and have seen several home warranty companies wait a full week before speaking to the homeowner & giving details or reasons.Despite the customer's frustration with the tech for confusing information/communication, we do not feel the technician acted dishonestly to the homeowner, nor to the home warranty company, and therefore do not plan to refund the homeowner's service fee, which we are required to collect under OUR contract with the home warranty company in question. Sincerely, Laura R[redacted]Co-owner, Rentmeister & Co., Inc.

Rentmeister Total Home Service strives to provide the highest standard of customer service to every customer. We appreciate the opportunity to address the complaint filed by Mr. [redacted].Our office received a work order request from Landmark Home Warranty to service Mr. [redacted]’s furnace on...

October27, 2017. His appointment was scheduled on November 8th, which indicates a 12 day wait period, not 3 weeks as Mr. [redacted] stated. Upon arrival at Mr. [redacted]’s home, the assigned technician did have to clear a great deal of dust from the unit before he could perform any work.  After performing several checks to ensure safe and efficient operation of the furnace, our technician informed Mr. [redacted] that his system may have some issues. Several parts are clogged with dirt and dust due to lack of regular maintenance, and the pilot assembly needed to be replaced. He informed Mr. [redacted] that he would contact the warranty company’s office regarding the part replacement. The technician followed policy in that the home warranty company advised him that nothing more than a basic tune up would be covered, as the contract was expired.   He contacted our office and was advised that we would replace the pilot assembly on his furnace with no additional trip charge, diagnostic fee, or labor charges. This is a savings to the customer of more than $200.  When offered this option, Mr. [redacted] stated he would have to call us back as he was at work. Before allowing our office the opportunity to discuss this issue further with him, Mr. [redacted] filed his complaint. In the interim, Rentmeister Total Home Service has, in the interest of customer service, agreed to replace the part at no charge to Mr. [redacted].  The appointment is scheduled on November 13th, at his convenience.  When speaking with him, he seemed pleased to accept the appointment and resolution offered by our company. Thank you for the opportunity to address this complaint.  If you have any further questions or concerns, please feel free to contact our office.  Laura R[redacted]Rentmeister & Co. Inc. 1956 W. 2250 S. Syracuse, UT  84075Tell us why here...