Rite-A-Way Services, Inc.

Initial Business Response /* (1000, 5, 2015/11/05) */
Rite A Way Services Incwas sent out the home of *** N *** Bar Blvd *** *** CA on September 5, in regards to a stoppage in the kitchen sink by Mrs***'s home warrantyOur tech went out to the home and he was unable to clear
the stoppage due to grease build up in the line he recommended hydor jetting homeowner informed tech she would be getting a second opinionMrs*** never called into the office to say that the tech broke anything in her homeIf we would have been notified about this then we would have sent out our field supervisor to look into thisRite A Way Services will not be refunding the service fee that Mrs***'s home warranty asked us to collect per her contract that she with themRite A Way Services Incwill not be refunding any money in regards to the "damaged part."
Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rite- A Way was called minutes after their tech left informing them that the part was broken & that the repair was completed by another company Lee's PlumbingThe tech from Lee's plumbing called Rite -A Way & explained exactly what Rite-A- Way tech did wrong & described what part was brokenThe tech from the other company is willing to signed a notaries documentation stating thisWe spoke to a lady ( will look at my notes for her name ) who indicated that she was supervisor.She was informed of the damage & that the sink was not clogged by greaseAHS was informed that same dayCertified letter was mailed to Rite-Away on 9/13/& Rite-A-Way did not reach out to usNote the stoppage was not cleared by hydro jetting but by accessing the line from under the sink which I asked RIte -A way tech to do & he refused indicating that it was too difficult to do soNote the tech from Lee's Plumbing access the line from under the sink & the stoppage was cleared For Rite - A way to infer that I am lying about the incident is insulting , since we produced the picture of how their tech actually left my sink.We called their office wiminutes of the incident which their records should reflect & their dispatcher should have the information, we contacted AHS the same day informing them of the fix from the other company

Prior to our arrival the shut off valve was broken by the home ownerUnder there contract with American home shield they were not covering for replacement. We gave customer a COD estimate for the replacement of the shut off valve

Initial Business Response /* (1000, 8, 2016/03/22) */
Rite-A-Way Services sent out a qualified technician to diagnose the tankless water heater for the homeowner through their home warranty companyOur technician found that the unit was not sufficiently maintained, therefore, leaving the home
warranty to make the decision that it would not be covered under the homeowner's policyThe technician did leave a bid to have the unit replaced, however, the homeowner refused
Initial Consumer Rebuttal /* (3000, 10, 2016/03/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The technician did not know how to work on tankless water heaters and in fact told my husband that it would not be covered before submitting anything to the warranty companyThe technician had to place a call to another to even figure out what to look forHe proceeded to take a few pictures, came back the next morning for an additional picture and then leftAll without diagnosing a problem or even trying to find the problemA subsequent plumber spent minutes going through various workings before coming to a conclusionCompany was more interested in up selling than in repairs

Initial Business Response /* (1000, 5, 2016/02/03) */
Mrs*** chose to take a cash out through her home warrantyIn turn, we provided all necessary information, so that the homeowner may explore the option of taking a cash outAs of January 27th, her home warranty had advised us that she had
already taken her cash out and not to proceed with replacement of the water heaterThey then closed out the claim with our companyIf the homeowner still does not have her hot water heater installed, we would recommend calling American Home shield for further assistance
Initial Consumer Rebuttal /* (3000, 7, 2016/02/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
American Home Shield is still waiting on Rite-a-way, to provide them with the invoice, we just spoke with AMS, yesterdayWe have not received anything yetThe only reason we chose to take payout because, rite-a-way didn't come do the job like they were suppose toSo, someone is lying
Final Business Response /* (4000, 9, 2016/02/08) */
After further review, we have contacted AHS to confirm that no other information was needed from Rite-A-Way Services IncThe AHS representative gave a specific time line of the events that have occurred
01/22: Diagnosed water heater replacement
01/25: Appointment for replacement/Appointment canceled by AHS
01/29: Homeowner requested cash out
02/04: Homeowner accepted cash out
02/05: Cash out mailed to homeowner
Final Consumer Response /* (4200, 11, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is trying to make it seem, like they offered to do a job, that they never came to doThey NEVER showed up, and that's the reason it was cancelledI want you to know, me and my kids were without water for weeks, and we were not going to sit around and wait for rite-a-way to come do a jobThen they took there time, sending in paperwork, so we can get paid outWe had to come out of pocketThey told us, it was going to be an extra dollars for modifications and no modifications were done, when we had the water heater installed by someone elseI think they were trying to get over on a female

Initial Business Response /* (1000, 5, 2016/03/31) */
At this time, Mr*** is being uncooperative in trying to clarify or rectify issue
Initial Consumer Rebuttal /* (3000, 7, 2016/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried to clarify
and rectify the issue with ***, Mgntwho telephoned me on X-at 2:35pm and told me Accounting has NO record of the charges from my credit card for $and from my check for $235, she lied because the day before she said accounting does have a record of the chargesI got NO cooperation from her so I said, I notified my bank and they will dispute the over charge for $because it shows it on my Bank statementsNote: On X-at 10am I specifically called Rite away and spoke to *** and said not to cash my check#for $because $was already charged on my credit card which I did not authorizeThe card was ONLY given to start the service appointment but NOT to use it for payment, which was the agreement over the phone

I am rejecting this response because: In response to
their statement "Prior to our arrival the shut off valve was broken by the home owner.":There is no way they could know if the valve was broken prior to them arriving unless they asked me or checked it I had used it as well as one of their prior employees and never had a problem Their employee during this incident also was able to use it just fine to turn off the water but when he turned the water back on he broke it Even if it is one of those things that just goes bad some times, it was not broken until their employee touched it Any company that actually cared about their customers would have found a solution to fix the problem Had he actually checked the water and his work and made sure it was working, he would have known he broke it, or that it was broken Instead I thought to check all my water outlets and luckily I was able to catch him before he pulled away, only because he was sitting in his truck smoking This is another shining example of their poor customer service Instead of finding a solution to the problem they simply lie and say the home owner broke it Definition of a lie: "an intentionally statement' or "present a impression" or "be deceptive to get oneself into or out of a situation by lying" When someone makes a statement that is false, like blaming someone else for their mistake, that is a lie.In response to their statement of "Under there contract with American home shield they were not covering for replacement":They are also incorrect about the coverage from American Home Shield, a fact they would know if they had any professionalism or concern for customer service IF, and I say IF, I had broken it, the contract would have covered the repair, along with my co-pay That is the whole point of an insurance policy But, the fact that their employee broke it would never have involved American Home Shield Of course that assumes they are professional and take responsibility for the actions of their employees A simple $part could have fixed that part of this whole situation Instead they are choosing to continue to display an intentional lack of care for their customers I understand that they get paid the least amount possible when they work with an insurance company but they chose that route Doing the right thing and simply replacing the $part could very easily lead to much bigger money down the road because they would have happy customers.In regards to their statement "We gave customer a COD estimate for the replacement of the shut off valve":This too was a lie, Yes a LIE!!! The only estimate they ever gave me was for an exorbitant amount to replace a pressure regulator which they say was the cause of the water heater problem Their employee never even made a note of the broken shut-off valve, a fact I am sure he did intentionally so their would be no record of it When they are doing work, whether dealing with an insurance company or as a direct customer, fixing the CAUSE of the problem is the main goal and is covered by insurance Simply fixing a broken pipe and intentionally leaving the cause of the problem untouched is tantamount to fraud They are called upon and expected to fix the problem, not the result of the problem.The only thing that will possibly satisfy me at this point is for them to come out and fix the problem they were paid to fix (replacing the pressure regulator) and to fix the shut-off valve they broke The total cost of the parts can not be more that $40-$and it would be less than one hour of work (with no needed modifications as their estimate falsely indicates)

I am rejecting this response because:
While there was some minor water damage to the closets, due to the original failing water heater, the poor repair dramatically exacerbated the situation.  The initial water heater failure resulted in some minor leaking, however when the Rite-a-Way technician replaced the water heater he improperly soldered the pipes resulting in a far more significant leak, flooding in particular the water heater closet of the owner in unit #[redacted].  That owner ([redacted]) gained access to my unit ([redacted]) and turned off the water to the water heater and called Rite-a-Way Services.  Rite-a-Way diverted a technician back to my property later that afternoon and confirmed and repaired the leak.  On the 31st of the month Rite-a-Way dispatched someone to the properties (at my request) and confirmed damage to all 3 units ([redacted] and [redacted]), .  [redacted]) can provide full details as I was out of town and only interacting via phone to my tenant ([redacted]) and [redacted].As for the bill, I have NEVER received details of the repair or a receipt for the expense.

Initial Business Response /* (1000, 5, 2015/11/05) */
Rite A Way Services will not be refunding the $75 service fee that was collected on behalf of Mrs. [redacted]'s warranty company. Per her contract when a contractor is sent out to the home the service fee of $75 needs to be paid. We do apologize...

that a senior tech was not sent out to the home, this was a lack of communication within the office which will be looked into and dealt with. We are more then glad to send out senior tech to come out and repair the toilet.

Initial Business Response /* (1000, 8, 2016/03/22) */
Rite-A-Way Services Inc provides service through your home warranty company. Issue was reported to the home warranty and unfortunately was not covered under the policy. We did leave a bid to complete repairs without home warranty, and homeowner...

refused to have repairs done. Rite-A-Way Services Inc is not responsible for home warranty coverage.
Initial Consumer Rebuttal /* (3000, 10, 2016/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The $10,000 an hour plumber.
Most companies are successful because they do good work, have adequate to good customer service, and charge reasonable prices. Not Rite-A-Way-Services, Inc., instead they live off of warranty companies like American Home Shield by churning services fees, and gouging the customers who let them.
This is a relatively common practice among those companies that contract to do home warranty work and are enabled, and even implicitly encouraged by home warranty companies.
In short, a contract company, (here the ironically named Rite-A-Way Services Inc. 5 hour service windows) will gladly accept whatever portion of the deductible that the warranty company pays for a service call, then they will find an excuse to write up the repair in a way that is likely to cause the warranty company to deny the repair. At this point the contract company is happy to take whatever money they have been paid for doing little to no work and move on to the next one. But on the off chance they find someone desperate or naive enough to pay their exorbitant prices, they will gladly actually do the job and gouge the customer in the process.
Here the job I was quoted over $300 by Rite-A-Way-Services, Inc., was indeed completed from start to finish in under 5 minutes, by and honest hard working person.
When I called in the day the plumber was at the house, I was told a supervisor would call me back that day. To date, still no call back. But I'm not holding my breath. If you enjoy being overcharged, treated with little to no respect for your time, and want a plumber who comes to a job without pipes needed to complete a job, (because they likely have no intention to actually do any real work) Right-A-Way is the company for you.
Final Business Response /* (4000, 12, 2016/03/29) */
Unfortunately, we do not determine coverage on home warranty policies. We did go out in a timely manner to access the situation, and gave a full report to the home warranty. From time to time the home warranty denies claims such as this one. We did offer another avenue for repair, and the homeowner refused.
Once again, Rite-A-Way Services Inc provides service through your home warranty company. Issue was reported to the home warranty and unfortunately was not covered under the policy. We did leave a bid to complete repairs without home warranty, and homeowner refused to have repairs done. Rite-A-Way Services Inc is not responsible for home warranty coverage.
Final Consumer Response /* (4200, 14, 2016/03/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Nothing contained in your response contradicts my complaint. I do not accept your explanation, and would caution any customer to select a different company.

This customer was unhappy with American Home-shield and the additional cost that was not covered.they're currently scheduled for an install of their hot water heater for 9/6/2017.

Initial Business Response /* (1000, 8, 2015/09/14) */
Rite A Way Services was sent to the home under Mr. [redacted]'s warranty company. We went out and found that the garbage disposal is leaking due to a hole on the bottom of the unit, our tech called into the warranty company to check coverage on the...

replacement and they are the ones who made the decision that it the garbage disposal would not be covered for replacement. The tech did give an estimate to have the garbage disposal replaced but he refused to have it replaced since his warranty did not covered the replacement and he would have to pay out of pocket for it. Mr. [redacted]'s friend made a temporary fix as when a garbage disposal is leaking from the bottom the unit needs to be replaced and can not be repaired.
Initial Consumer Rebuttal /* (3000, 10, 2015/09/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Not true the leak is coming from the top of the garbage disposal where the plastic pipe and the disposal meet.the bottom of the disposal is made of cast metal. It's been days since we fixed it and up to now there is no leak. obviously they don't know what they're talking about. I want my money back since they didn't do anything and want to ripped me off. Just look at their review very shady people.
Final Consumer Response /* (4200, 18, 2015/09/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Until I receive my reimbursement and an apology, then I will be satisfied.
Final Business Response /* (4000, 20, 2015/09/18) */
We will have a manager call Mr. [redacted], but in regards to the service fee being refunded that is something that Mr. [redacted]'s warranty is responsible for not Rite A Way Services as we collected that on behalf them.

Rite-A-Way Services Inc. was asked to diagnose a leaking water heater through the customer's home warranty program. Upon arrival the homeowner already had water damage to the water heater closet. We are not responsible for any damage that occurred prior to our arrival. In regards to the...

out-of-pocket expenses, the homeowner was well aware of the charges prior to the appointment for installation. These charges are items that were not covered by the home warranty.