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Residential Systems, Inc.

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Reviews Residential Systems, Inc.

Residential Systems, Inc. Reviews (6)

This is a situation requiring and extra trip to the homeowner's homeIt is due to drywall that needs to be removed to permit access to
the service panel of the air handling unitThis is also through the homeowner's home warranty programThe repair was set to be completed, that is the first erroneous statementThe only issue was the extra trip charge that the h/o's warranty company agreed he had to pay to cover our extra tripThere is no "bait & switch" going on here, the second erroneous statementThe final paragraph of the h/o's statement is simply vengeful and almost childlikeThis is simply a home warranty customer who was required to pay a small fee, for an extra service trip, due to access issues in his home, which his warranty company approved, but he felt he didn't have to payRSI never asks for credit card numbers "up front", another misstatementThe $deductible is for our diagnostic time, he will not have to pay that again if he has the work done through his warranty programThis is simply sour grapes over the extra $he would have had to pay for the 2nd trip required, due to equipment access issues

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I'm glad we have concluded our dealings with each otherI reject all the unprofessionalism of this business and will gladly walk away and never do business with these people again.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:I have put my responses in italics and bold next to their response back.
This is a situation requiring and extra trip to the homeowner's homeI agree The $was for an extra trip to my home, but that is not what I am complaining about It is due to drywall that needs to be removed to permit access to the service panel of the air handling unitThis is untrue! I've had this exact same work done on my current unit that I live in by another person in this building No drywall access had to be made I even confirmed with this same individual again on this new condo just to make sure there was nothing unusual about this HVAC. This is also through the homeowner's home warranty programThe repair was set to be completed, that is the first erroneous statementUntrue again The technician did not even have the part to perform the work that day so the repair was not set to be completed If he did have the part, we would have gladly cut the drywall out since I'm having work done in my condo right now. The only issue was the extra trip charge that the h/o's warranty company agreed he had to pay to cover our extra tripThere is no "bait & switch" going on here, the second erroneous statementThe final paragraph of the h/o's statement is simply vengeful and almost childlikeWe were laughed at on the phone by Michelle when we tried to take care of this issue like an adult so no childlike comment here I am just stating the truth Any business who laughs at a customer on the phone is unprofessional This is simply a home warranty customer who was required to pay a small fee, for an extra service trip, due to access issues in his home, which his warranty company approved, but he felt he didn't have to payAgain, this complaint is not about the extra $65; it is about the $100 deductible.RSI never asks for credit card numbers "up front", another misstatement.This again is an untrue statement! Michelle required me to give my credit card number up front on July I questioned her about this, and she stated that they would not come out to my place until they had the credit card number. The $deductible is for our diagnostic time, he will not have to pay that again if he has the work done through his warranty programThis is simply sour grapes over the extra $he would have had to pay for the 2nd trip required, due to equipment access issues Again, this is over the $deductible; not the $65, which as mentioned above, if they had the part and performed the work that day, this would not have been an issue However, they did not have the part I just wanted my HVAC fixed
Regards,
*** ***

The homeowner has stopped payment on his credit card. These were legitimate charges stipulated by his warranty company. He is out $0. We should be complaining because he took back the money he paid us to look at his equipment. He essentially stole from us. We have moved on and suggest he do the same. At this point we will not file suit for our service call fee.

This company is amazing! I would recommend them to anyone and we will use them in the future. Both technicians that were sent out were fantastic! After we bought our home we starting having issues with are AC/heating system and the first company that came out never fixed the problem, after 5 times. We were so frustrated and upset about it, but this company made everything so easy. Residential Systems INC fixed the problem right away and had wonderful customer service.

Review: First, if I could, I would've chosen more than 1 primary nature of my complaint. Their customer service is also terrible. I had a broken HVAC system and contacted my home warranty company, 2-10. They provided one contractor who came out and was unable to fix my unit, so my warranty company contacted Residential Systems. They asked for my credit card up front, without even diagnosing the problem or providing me an estimate for the work to be done (which in hindsight, I should never give out my cc #) They wouldn't even come out to my home until they had this. It was to cover the $100 deductible as required by my warranty company. They came out (a week after the initial call), and my credit card was charged that day. They could not perform the work that day because they did not have the part. They called the warranty company back and 'lied' to them and said they did not have access to the unit and I needed to pay an additional $65 for them to come back out since they could not repair the unit that day. They did not even mention to them that they did not have the part for the repair on that day. This is a classic bait and switch operation. They charge me $100 for work not performed, which was a "DEDUCTIBLE" (even says deductible on my receipt) and then try to charge another $65 to come back out. After numerous calls and left voicemails (they would not answer the phone), they finally contacted me back and said they would not refund the $100 even though it was a deductible and they did not perform any work at all. Mark, who I believe is one of the managers, was very unprofessional on the phone. I was even laughed at on the phone by the receptionist, Michelle. Residential Systems is unethical and an unprofessional business.Desired Settlement: I want a refund of the $100 deductible since no work has been performed by Residential Systems, and I am having to search for an ethical contractor to perform the work now.

Business

Response:

This is a situation requiring and extra trip to the homeowner's home. It is due to drywall that needs to be removed to permit access to the service panel of the air handling unit. This is also through the homeowner's home warranty program. The repair was set to be completed, that is the first erroneous statement. The only issue was the extra trip charge that the h/o's warranty company agreed he had to pay to cover our extra trip. There is no "bait & switch" going on here, the second erroneous statement. The final paragraph of the h/o's statement is simply vengeful and almost childlike. This is simply a home warranty customer who was required to pay a small fee, for an extra service trip, due to access issues in his home, which his warranty company approved, but he felt he didn't have to pay. RSI never asks for credit card numbers "up front", another misstatement. The $100 deductible is for our diagnostic time, he will not have to pay that again if he has the work done through his warranty program. This is simply sour grapes over the extra $60 he would have had to pay for the 2nd trip required, due to equipment access issues.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I have put my responses in italics and bold next to their response back.

This is a situation requiring and extra trip to the homeowner's home. I agree. The $65 was for an extra trip to my home, but that is not what I am complaining about. It is due to drywall that needs to be removed to permit access to the service panel of the air handling unit. This is untrue! I've had this exact same work done on my current unit that I live in by another person in this building. No drywall access had to be made. I even confirmed with this same individual again on this new condo just to make sure there was nothing unusual about this HVAC. This is also through the homeowner's home warranty program. The repair was set to be completed, that is the first erroneous statement. Untrue again. The technician did not even have the part to perform the work that day so the repair was not set to be completed. If he did have the part, we would have gladly cut the drywall out since I'm having work done in my condo right now. The only issue was the extra trip charge that the h/o's warranty company agreed he had to pay to cover our extra trip. There is no "bait & switch" going on here, the second erroneous statement. The final paragraph of the h/o's statement is simply vengeful and almost childlike. We were laughed at on the phone by Michelle when we tried to take care of this issue like an adult so no childlike comment here. I am just stating the truth. Any business who laughs at a customer on the phone is unprofessional. This is simply a home warranty customer who was required to pay a small fee, for an extra service trip, due to access issues in his home, which his warranty company approved, but he felt he didn't have to pay. Again, this complaint is not about the extra $65; it is about the $100 deductible.RSI never asks for credit card numbers "up front", another misstatement.This again is an untrue statement! Michelle required me to give my credit card number up front on July 10. I questioned her about this, and she stated that they would not come out to my place until they had the credit card number. The $100 deductible is for our diagnostic time, he will not have to pay that again if he has the work done through his warranty program. This is simply sour grapes over the extra $60 he would have had to pay for the 2nd trip required, due to equipment access issues Again, this is over the $100 deductible; not the $65, which as mentioned above, if they had the part and performed the work that day, this would not have been an issue. However, they did not have the part. I just wanted my HVAC fixed.

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Description: Heating & Air Conditioning, Air Conditioning Contractors & Systems

Address: 14210 Sullyfield Cir Ste A, Chantilly, Virginia, United States, 20151

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