Right Time Home Services

Initial Business Response /* (1000, 5, 2015/10/05) */
We have been in communication with the customer and reached an amiable resolution regarding the customer keeping the installed 5 ton Rheem and upon the customer's return, with our Senior Technicians and Management to review and resolve...

the customer's current system and identify what is needed for size and airflow properties of the unit. The customer was satisfied with this agreement.
Thank you for your assistance in helping us to resolve this matter with our customer.

To whom it may concern,
American Residential Services, LLC. D/B/A RighTime Services ("ARS") has received your email regarding the above-referenced complaint. Thank you for bringing this matter to
our attention and allowing us the opportunity to respond....


We have been in communication with Mr. Merl Toyer and have
reached an amicable resolution. ARS prides itself on providing premier customer service and
appreciates your assistance in resolving this dispute.  If you require
additional information 
regarding this complaint, please contact me directly at
###-###-####. 
 
 
Respectfully,
[redacted]

Initial Business Response /* (1000, 5, 2015/11/20) */
We have been in communication with the customer and have reached an amiable resolution with her. We have refunded her HSP membership $135.00 and the amount of additional repairs $144.90. Both transactions are completed. Rightime...

provides premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please feel free to contact me at XXX XXX-XXXX.
Respectfully,
[redacted]
Division Quality Assurance Manager
Initial Consumer Rebuttal /* (2000, 10, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted my refund of the overage they charged to my bill once it was signed.
Which was everything over 207.00. I was also told that I would get my 135.00 dollars from the additional year I had paid in advance for? I received the overage but I have not heard from my card about a refund put on my Home Depot Credit? We will see.

August 8, 2016
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# [redacted]
[redacted]
American Residential Services of California, Inc. D/B/A RighTime ("RighTime") has received your email dated July 28, 2016, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.
RighTime appreciates the opportunity to clarify that the HERS rating test is performed by Wegreen, a third party service provider, and we have no control over the scheduling for this test. As of this communication, Wegreen informed RighTime that two voicemails have been left for Mr. [redacted] on August 3 and August 4 respectively and they are waiting to hear from Mr. [redacted] so the HERS rating test can be scheduled.
RighTime prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at ([redacted].
Respectfully submitted,
[redacted]
Corporate Customer Relations Team Leader

Initial Business Response /* (1000, 5, 2015/04/30) */
Contact Name and Title: [redacted] DQAM
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@rightimeservices.com
Dear Valued Customer,
We are a company that prides itself on the fact that we have processes and procedures in...

place to protect all of our clients no matter what age they are. We take this very serious and are researching the matter right away. In the meantime we will be refunding the $400(if this has not been refunded) right away.
Thank you,

Initial Business Response /* (1000, 5, 2016/06/27) */
June 27, 2016
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
[redacted]
American Residential Services of California, Inc. D/B/A RighTime ("ARS") has received your...

email dated June 17, 2016, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.

We are currently in communication with Mr. [redacted] to gain a better understanding of the complaint and hope to achieve an amicable resolution very soon.

ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.
Respectfully submitted,
[redacted]
National Customer Relations Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was called by [redacted] who asked that I send her copies of my orginal sales reciept, the pledge by rightime, amd a letter about the utility bill refund. All of these items should be in rightimes files anyway. Also we talked about how many times the air conditioner broke down and the many times I had no working ac for over 24 hours. How many times have the machine broke down over 15 or more and how many times I was dissapointed that I had no ac for over 24 hours without getting a 700$ dissapointment free guarantee as I constantly call and leave messages with never a response. I then told [redacted] that I lose 800$ a month 8 months a year since the new ac came in by not being able to rent out 2 rooms because one room downstairs is too cold and the other room upstairs is way too hot. I dont know what else to do but I do need help dealing with rightime and all these different supervisors who say one thing and then are repaced by someone who says something different. Should I just send a certified letter demanding my money back because I was promised my money back and so far all I get is talk to more people and be delayed. Oh my place downstairs is real nice but upstairs is hot and I cant sleep well in my room or do any paperwork without dropping sweat on the papers. Rightime should be able to understand my situation I explained very specifically what my needs are to the orginal salesman but my upstairs is too hot when upstairs should be cold!
Final Consumer Response /* (4200, 11, 2016/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I [redacted] would be happy to get a full refund of the 16750.00 of my investment and agree with the full refund that rightime will be removing the equipment as aggreed upon with [redacted] the area manager. But I still have not been refunded and the managers dont want to take the equipment back and issue me a refund. I have been accomadating rightimes requests to to so many adjustments to my house and my upstaire rooms are so hot its unlivable to be upstairs hench thats why I bought a great air conditioner from a professional company that knows and operates in Palm Springs where the temp gets over 123 degrees. Since I last wrote I have contacted Goodman who makes the air conditioners and Goodman says "The air conditioner will cool the temp down about 30 degrees from outside temp" So for my place its 123 outside and then my place would be about 93 degrees downstairs and about 106 upstairs which is not what I asked for. I asked for 60 degrees upstairs minimum. Why would anyone sell me an air conditioner that cannot keep my upstairs cold when I specifically asked and paid for an ac that would work in this extreme heat and I need an air conditioner that cools 55 degrees from the outside temp. Dont forget the ac has broken down about 15 times in less that 2 years leaving the whole house without cold air and I believe 7 of those times I had to wait over 24 hours to get the air back on which rightime refuses to honor their 700$ dissapointment free guarantee pledge which I signed and the salesperson signed. Also look at the complete comfort guarantee Rightime guarantees the custom designed specifications will cool my place within 3 degrees of the design specifications and if not achieved rightime will make modifications and repairs without charging me. Then why did rightime want me to pay to have my elecrtical panel upgraded and the house rewired to handle split units because rightime cannot get my upstairs to 60 degrees when the temp is over 120 outside. All I need is what I was promised an air conditioner that cools the upstairs to 60 degrees when the temp is over 120 outside for a week straight and the ac need to work great when the temp is 85, 90 ,95 ,100, 105 ,115 too. without breaking down so many times and making me suffer because I have to wait for the unit to be fixed.
Final Business Response /* (4000, 13, 2016/07/21) */
July 21, 2016
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
[redacted]
American Residential Services of California, Inc. D/B/A RighTime ("RighTime") has received your email dated July 12, 2016, regarding the above-referenced complaint. Thank you for bringing this matter to our attention and allowing us the opportunity to respond.

We have reached an amicable resolution with Mr. [redacted] and we are finalizing the details at this time.

RighTime prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX.
Respectfully submitted,
[redacted]
National Customer Relations Supervisor

Initial Business Response /* (1000, 5, 2015/03/13) */
Are we able to retrieve more information? We are unable to find this customer's information in our database and would like to resolve the situation appropriately.
Final Business Response /* (4000, 8, 2015/03/19) */
Revdex.com...

Complaint case #XXXXXXXX
Rightime Air Conditioning & Heating Response
We would never do any job without written approval from our client. We even take this one step further. We also have a recording of [redacted] talking to our Customer Care representative at the time of the sale. We have a policy within our company that says that anyone that sells over $1500 must call our Customer Care Hotline. When our client calls this line our Customer Care Representative will ask a series of questions to ensure that the client understands exactly what they are signing up for. You will even hear this client saying that she was pleased with the technician and what he proposed. (we also let clients know this line is being recorded and get their permission to continue)
We have all paperwork signed by [redacted]. (Please see attached) We had some left over work to complete the next day however client did not allow us back to finish this job. This is the first that we are hearing about any trouble other than when she called in to cancel the next day after we had already started the installation.
In addition, all copies of paperwork are given at the time of the sale. We will mail out an additional copy of all paperwork right away.

Initial Business Response /* (1000, 8, 2014/07/30) */
THE CLIENT HAS LEFT OUT THE PART WHERE THE PRICE SHE QUOTED WAS TO REPLACE THE RUSTED OUT COILS AND NOT A TEMPORARY FIX WHICH IS WHAT SHE RECEIVED FROM THE OTHER COMPANY, THE LINES WILL CONTINUE TO CLOG UP AS HAPPENED BECAUSE WE ALSO...

CLEARED THE LINES FOR HER ON THE 23 AND ALSO EVERYTIME WE DO MAINT. . SHE HAD NOT HAD MAINTENACE DONE IN OVER 2 YEARS SO THERE ARE MORE PROBLEMS THAT SHE WILL FACE IN THE FUTURE AND THAT IS WHY WE OFFERED HER OPTIONS INSTEAD OF JUST A BAND AID AND TAKING HER MONEY....WE WILL REFUND THE BALANCE OF HER YEARLY CLUB MEMBERSHIP
Initial Consumer Rebuttal /* (2000, 10, 2014/07/31) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept the refund however they have a couple of facts wrong. They had never serviced the unit before and we have unit checked before every season. Thank you for your help, [redacted]

Initial Business Response /* (1000, 5, 2015/03/04) */
This client was serviced by [redacted] and Field Supervisor. Upon arrival to home trouble shooting and diagnostics were done and the following was found: Client had burning on his bus bar. Found four breakers with visual burnt connections...

that pose as a safety concern. Complete undersized panel for home client had 100amp should be a minimum of 125amp. Found Backstabbed outlets where the copper was coming loose from connections partially causing the problem that he had an entire circuit going down. Proper troubleshooting and repair options were given to Mr. [redacted] as part of our standard operating procedures it is our obligation to properly educate the consumer about his/her home and give them all options so they can make the best decision that fits them. 1st was the Panel rejuvenation on existing panel, surge protection to protect his home or any investments plugged into electrical outlets, or properly fitting home with correct size panel of 125am with copper aluminum. We reached out to Mr. [redacted] 2x via telephone now with unsuccessful results of Mr. [redacted] hanging up on me. We responded via in writing that we the opportunity to discuss via direct contact. When it comes to our customers we are known for properly diagnosing and troubleshooting the clients issue at hand in a safe and timely manner but most importantly educating our consumers on ALL their options not limited to just one. We feel that we leave our consumers with enough information as it is your home and we want you to be able to make decisions that would best fit you. If we didn't provide you with ALL options pertaining to our condition and something happened down the road..1. You would be upset with us for not informing you or withholding information and 2. It would be a liability on our company for safety reasons. While we certainly appreciate the review as it helps our company get better at communication delivery being made aware of your concern via public review & Revdex.com was the first opportunity to allow us to serve and make you happy. We only wanted a fair chance to make you happy we strive to be the best most reputable home service company in our industry, Furthermore we couldn't find Nicks Electrical as a LIC contractor in the state of CA to run our comparison report. This is why we have a 100% satisfaction guarantee in writing so that for ANY reason you are unhappy we simply return your money. I had not received a call or email prior to seeing a review on social media in which I have reached out twice and makes it difficult as a business owner to operate this way. Because we stand behind our work and people 100% and we serve our customers with guarantees in writing we are wanting to refund Mr. [redacted]'s $295 but haven't been successful at getting to this point. Thank You- Marshall Mathis Operations Manager
Initial Consumer Rebuttal /* (4200, 9, 2015/03/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Its the same company and same address. They service A/C,plumbing, heating and electrical. Its called Rightime homes services.
Rightime
3030 Myers St.
Riverside, CA XXXXX
Local: (XXX) XXX-XXXX
Final Consumer Response /* (2000, 13, 2015/03/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept their proposal of a full refund but I disagree with the statement that they have been unable to contact me. I spoke to a gentleman named Marshall from Rightime on the phone yesterday morning discussing the complaint but he did not state that a refund was being issued.
Final Business Response /* (4000, 19, 2015/03/06) */
Please advise Mr. [redacted] we speeding up the process of the refund and rather than cutting a check we are directly refunding his credit card to reflect his credit. Please check with bank as it may take a couple of business days for your banking institute to reflect the credit.

Initial Business Response /* (1000, 5, 2015/06/29) */
Contact Name and Title: [redacted] DQAM
Contact Phone: XXX XXX-XXXX x240
Rightime Home Services has received your email dated June 21, 2015, regarding the above referenced complaint. Thank you for bringing this matter to our...

attention and allowing us the opportunity to respond. We have been in communication with Mr. [redacted] and have reached an amiacable resolution with him. Rightime prides itself on providing premier customer service and appreciates your assistance in resolving this dispute. I personally called Mr. [redacted] on Father's day to talk with him about his concern, and made an appointment for the next day to get his system working.If you require additional information regarding this complaint, please contact me at XXX XXX-XXXX.
Respectfully,
[redacted]
Division Quality Assurance Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/07/06) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Rightime fixed the issue promptly after receiving the complaint from the Revdex.com. They made reasonable accommodations by crediting us back $1,000 in labor for our troubles. In the end, Rightime stood by their commitment.