Riley Heating & Cooling LLC

This is not a homeowner’s insurance company but a warranty insurance company. She called her warranty company that dispatched a service contractor to her house. We told her the pan on the evaporator coil was leaking. We could not fix it until she contacted her warranty company who would then dispatch us or a different company out. If she wants us to come out and make the repairs, she would have to call us and pay for it. We are contracted from the warranty company who pays us. We even made a repair for her, which she didn’t pay us for. We are not doing any work for her since she did not pay her invoice. If the warranty company dispatches and pays us, we will go out and do the work. They sent a different company. She wanted work done that she was not going to pay forShe even says another company came out. After we replaced her furnace and it is working, our job is done, and anything else is not our responsibility.

Complaint: ***
I am rejecting this response because:
The company never fixed anything the first time they came he looked at the unit and said it was old and probably unrepairable he went in the basement messed with my electric box which made my furnace pop and smokeHe went back out to the AC unit took the top part off hooked something up and said it’s not replaceable and I need a new unit which was fineThen I would call them to get a time or day and they would never pick upBut when I would call from another number a woman would pick up and say she’s on the phone with the repair man and would call me back and she never didThis went on for weeksWhen they finally sent someone out I had my neighbor come out with me who would testify for meThey were extremely unprofessionalThe man came and said what the hell im not repairing thatHe said I have a unit on the back of my truck like that, that I just replacedThey proceeded to walk away telling my neighbor their not the company the initiallly came out and that he’s not repairing itHe said he could but he’s not proceeded to get in his truck and drove offAnd I’m still without airI had another company that came out today who said I didn’t need refrigerant it was full and he could tell it hasn’t been Checked in years but Riley’s heating and cooling was charging me for refrigerant. My insurance company sent out Budget heating and cooling today for free because when AHS called ***’s heating and cooling why they left they didn’t have an answerI recorded that last interaction when they came out and left
Sincerely,
*** ***

IN RESPONSE TO THE COMPLAINT. American home shield first contacted our company with the dispatch on May 22,at 5:pmI dispatched a technician out to the home the following day on 5/23/the tech replaced the thermostat and start capacitor on the ac unit and it ran
properly. We were contacted days later on 5/24/Again on 5/26/I sent a technician out to the home to service the unit and this time the compressor had failedat this point we contacted *** and informed them that the compressor had failed and would need to be replacedWe received authorization to replace the condensing unit on 5/29/at approxiately 8:amemail copies of the dispatch and time stamps can be sent for verificationSo in the complaint where the homeowner is complaining about it taking days or weeks for us to come out, is just completely falsewe came out the very next dayI the owner have never spoken directly with the complaintant, nor have I been out to her homeSo again when she referenced me directly that is alsoWe understand that with the high temperatures people are in a rush to have their systems repaired, but we have over calls per day to service and when we schedule a customer and they are not at the home during the aloted time, my techs cannot just sit for hours and waitwe always tell them to call the office and rescheduleIf a technician told the homeowner that the unit needed to be replaced, because it is old, that is a recommendation to the homeowner and not a diagnosisThe warranty company instructs us to make repairs necessary to get the equipment back to runningIf we cannot fix the equipment, then replacement is the next stepIn this particular case the compressor can and will be replacedIf the homeowner would like a new unit, they have an option to pay for an upgrade and get a new one installed

This is not a homeowner’s insurance company but a warranty insurance company.? She called her warranty company that dispatched a service contractor to her house.? We told her the pan on the evaporator coil was leaking.? We could not fix it until she contacted her warranty company who
would then dispatch us or a different company out.? If she wants us to come out and make the repairs, she would have to call us and pay for it.? We are contracted from the warranty company who pays us.? We even made a repair for her, which she didn’t pay us for.? We are not doing any work for her since she did not pay her invoice.? If the warranty company dispatches and pays us, we will go out and do the work.? They sent a different company.? She wanted work done that she was not going to pay forShe even says another company came out.? After we replaced her furnace and it is working, our job is done, and anything else is not our responsibility.?

This is not a homeowner’s insurance company but a warranty insurance company.  She called her warranty company that dispatched a service contractor to her house.  We told her the pan on the evaporator coil was leaking.  We could not fix it until she contacted her warranty company who...

would then dispatch us or a different company out.  If she wants us to come out and make the repairs, she would have to call us and pay for it.  We are contracted from the warranty company who pays us.  We even made a repair for her, which she didn’t pay us for.  We are not doing any work for her since she did not pay her invoice.  If the warranty company dispatches and pays us, we will go out and do the work.  They sent a different company.  She wanted work done that she was not going to pay for. She even says another company came out.  After we replaced her furnace and it is working, our job is done, and anything else is not our responsibility.