River City Heating & Air

Mr [redacted] called our on-call technician on the morning of Saturday July 2nd, for a “no AC” service call, to which the technician responded immediatelyThe system was installed in December of No service issues had been reported previously to River City Heating & Air Upon arrival the technician found that there was no power to the indoor unit of the upstairs system, which he traced to the actual power switch in the atticHe also found the system to be low on FreonThe only way the technician would know this, is by attaching his gauges to the outdoor unit, which Mr [redacted] says he did not look atThe homeowner was informed of the charges and agreed to the work being performed as you can see by his signature on the attached work order As there is no “desired settlement” stated, we are unsure how to respond to this complaint aside from stating the facts

[redacted] called from the business to discuss the complaintThere was to be a $ [redacted] fee from the warranty company to dispose of the old compressorThe business and the customer discussed this as the customer did not want to pay this feeThey decided to waive the fee, the business was under the impress they were waiving the fee and were still taking the old compressor with themThe customer was under the impression that he was keeping the old compressor so would not have the fee to pay since it was not disposed ofHowever, after the customer expressed his concerns for this the business told him that he could come pick up the unit and they would hold it for himHe did agree with this and so the business decided to load the compressor back up and to bring it back to the customer’s home

I spoke with Ms [redacted] on 4/27/to explain the procedures of her warranty coShe understands that, because she is technically the customer of American Home Shields, we should not come to her home without having an open work orderAmerican Home Shields' recall period is generally daysI assured her that we want to send a technician to her home to diagnose the current failureIf it is in any way related to the work we performed in October of we would take care of that no questions askedMs [redacted] confirmed that she had no problems with her heat or unusually high electric bills during the winter, which would point to a problem with the previous repairAt the end of the conversation she agreed to open a work order with [redacted] s and we would determine how to proceed once her problem had been diagnosed.When we did not receive a dispatch from American Home Shields, I called her back to follow upShe responded that she decided to request a different contractor from [redacted] Unfortunately we are not able to determine why her AC is not working without sending a technician to the home

I spoke with Ms [redacted] on 4/27/to explain the procedures of her warranty coShe understands that, because she is technically the customer of [redacted] , we should not come to her home without having an open work order [redacted] ' recall period is generally daysI assured her that we want to send a technician to her home to diagnose the current failureIf it is in any way related to the work we performed in October of we would take care of that no questions askedMs [redacted] confirmed that she had no problems with her heat or unusually high electric bills during the winter, which would point to a problem with the previous repairAt the end of the conversation she agreed to open a work order with [redacted] s and we would determine how to proceed once her problem had been diagnosed.When we did not receive a dispatch from [redacted] , I called her back to follow upShe responded that she decided to request a different contractor from [redacted] Unfortunately we are not able to determine why her AC is not working without sending a technician to the home

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.There is no mention of the company stopping trying to collect paymentThey threatened to turn me in to a collection agencyI would like further explanation of what they plan to doI never mentioned, nor have I cancelled my home warrantyThis is also the first I have heard about a conversation of upstairs and downstairs being mentioned, I didn't say anything regarding levels of the homeAnother example of distortion or outright exaggeration by the company delay work because it was an inconvenience and force me to be without heatI called them immediately and cancelled and had another company come outThere is no reason for payment and I would like that statedI was and still am blown away by the service level of this company, but wouldn't describe anything I have done as graphic Regards, [redacted]

I have used this company a few times and most recently to install a brand new HVAC unit when our unit went outThe staff is prompt & courteous and I had no issuesWould definitely recommend

You may close this complaint River City Heating and Air promptly contacted me upon receipt of this complaint and immediately came to my home to assess the problem and fixed it the very next day I would be happy to do business with them again Thank you for all of your assistance in this matter [redacted] ***

We responded to a dispatch from [redacted] on Thursday June The technician found that the [redacted] (metering device) in the airhandler for the upstairs system needed to be replacedSometimes when a [redacted] is replaced, the refrigerant can be pumped down to the outdoor unit, other times it has to be reclaimed and replaced with newWhen we gave the diagnosis to [redacted] the following morning, we were informed about Ms [redacted] coverageThe denied charged were for $ [redacted] per lb of refrigerant and $ [redacted] for flush, for a total of $Ms [redacted] was upset about the non-covered charges and requested a breakdown via email, which we sent on 6/12/She finally called back to agree to the non-covered charges and scheduled the repair for June 27, When the technician got to the job, he found that unfortunately the part supplied to us by the local supply house was incorrect and that the refrigerant could not be pumped downMs [redacted] called the office very upset about the inconvenience and requested a discount, which River City agreed to in the amount of $ [redacted] The repair was completed on July the 3rd, at which time Ms [redacted] advised the technician that [redacted] has her credit card info to cover the chargesAs River City has no access to this information, we called her numerous times to collect the charges of $***When we did not get a response, we emailed an invoice on July 10th and mailed an invoice via USPS on July 18thWe finally received payment on July 20th, days after the completion of the repairWhen we received a “recall” from [redacted] on July 27th, days after the initial repair was completed, River City felt it was best for [redacted] to send a different contractor, as the repair and communication process between River City and Ms [redacted] was rather difficultShe had expressed several times that she was very unhappy with River City, so it made sense to have a different contractor find the new failure [redacted] agreed and transferred the dispatch to a different company which should have resulted in no further charges to Ms [redacted]

River City Heating and Air responded to the [redacted] residence on Friday January 27th through a work order from 2-Home Buyers WarrantyThis is the first time that the homeowner had an airflow related issueRepairs performed in the past were due to a refrigerant leak.The technician found that a damper handle that controls the airflow between upstairs and downstairs was not in placeHe discussed options with the homeowner on how to hold the damper open until a permanent repair could be performed, i.eholding it open by inserting something like a screwdriver or “unfortunately” a plastic fork or knife.River City Heating and Air returned on Monday January 30th and replaced the missing damper handle

Revdex.com: I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below There response to the situation does not resolve that I paid $ [redacted] for something that was not needed and the problem was not fixedThe valve was not the problem, which is why the air conditioner stopped working less than days after their serviceI was charged for coolant, which I did not needAnother company had to be called because of their poor service and refusal to come back out and fix a problem they never repairedPaying my bill promptly when I received it in the mail, days after the repair, seems irrelevant to this complaint Regards, [redacted]

You may close this complaint. River City Heating and Air promptly contacted me upon receipt of this complaint and immediately came to my home to assess the problem and fixed it the very next... day. I would be happy to do business with them again. Thank you for all of your assistance in this matter. [redacted] ***

River City Heating & Air was dispatched to this property by 2-Home Buyers Warranty CoA deductible of $was collected for the warranty co, in accordance with the policyOur technician found wiring at the outdoor unit that had been repaired improperly (see attached picture)At this point it was impossible to tell if there was electrical damage to the equipment and how extensive any possible damage to the equipment may beAs we are under contract we had to give our findings to the warranty company who determined that this claim was denied because the damage was not considered wear and tearIt is the responsibility of the authorizer to call the homeowner and explain their rulingAccording to Ms [redacted] the outdoor unit had probably been hit by the landscaper who tried to repair the damage himselfMs [redacted] also explained that the other contractor suggested that we word our diagnosis in a way that the home warranty company would cover the claimThat is not how River City Heating and Air operatesWe regret that we were unable to help with this claim, but the decision ultimately lies with the warranty company

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
There response to the situation does not resolve that I paid $*** for something that was not needed and the problem was not fixedThe valve was not the problem, which is why the air conditioner stopped working less than days after their serviceI was charged for coolant, which I did not needAnother company had to be called because of their poor service and refusal to come back out and fix a problem they never repairedPaying my bill promptly when I received it in the mail, days after the repair, seems irrelevant to this complaint.
Regards,
Melissa Phillips

Revdex.com spoke with the businessThe service call for this customer did have to be cancelled due to No Heat calls due to the lower temperaturesThe business called the customer and left a message to let her know they have since been told the message was never receivedThe business has tried to
explain the situation with the customer and attempted to reschedule based off of her schedule but the customer has not wanted to work with themThey have now been told that he work order was cancelled

Revdex.com spoke with the businessThe service call for this customer did have to be cancelled due to No Heat calls due to the lower temperaturesThe business called the customer and left a message to let her know they have since been told the message was never receivedThe business has tried to explain
the situation with the customer and attempted to reschedule based off of her schedule but the customer has not wanted to work with themThey have now been told that he work order was cancelled

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I want my deductible back from this company, they did not provide satisfactory service or service at all and left me strandedI had to pay another company to come out and do what they said they were going to doWalking up to my unit and taking a picture is not worth a $to me I have a baby that could use that $100, I'm not made of money, I work hard for everything I have and I truly feel this company did not deserve or earn that moneyI am not a petty person and of this was justified it would be different but this is not the case.
Regards,
*** ***

We responded to a dispatch from *** *** *** on Thursday June 2017. The technician found that the *** (metering device) in the airhandler for the upstairs system needed to be replacedSometimes when a *** is replaced, the refrigerant can be pumped down to the outdoor unit, other
times it has to be reclaimed and replaced with newWhen we gave the diagnosis to *** the following morning, we were informed about Ms*** coverageThe denied charged were for $** per lb of refrigerant and $*** for flush, for a total of $***Ms*** was upset about the non-covered charges and requested a breakdown via email, which we sent on 6/12/She finally called back to agree to the non-covered charges and scheduled the repair for June 27, When the technician got to the job, he found that unfortunately the part supplied to us by the local supply house was incorrect and that the refrigerant could not be pumped downMs*** called the office very upset about the inconvenience and requested a discount, which River City agreed to in the amount of $***The repair was completed on July the 3rd, at which time Ms*** advised the technician that *** has her credit card info to cover the chargesAs River City has no access to this information, we called her numerous times to collect the charges of $***When we did not get a response, we emailed an invoice on July 10th and mailed an invoice via *** on July 18thWe finally received payment on July 20th, days after the completion of the repairWhen we received a “recall” from *** on July 27th, days after the initial repair was completed, River City felt it was best for *** *** *** to send a different contractor, as the repair and communication process between River City and Ms*** was rather difficultShe had expressed several times that she was very unhappy with River City, so it made sense to have a different contractor find the new failure*** *** *** agreed and transferred the dispatch to a different company which should have resulted in no further charges to Ms***

River City Heating & Air was dispatched to this property by 2-Home Buyers Warranty CoA deductible of $was collected for the
warranty co, in accordance with the policyOur technician found wiring at the outdoor unit that had been repaired improperly (see attached picture)At this point it was impossible to tell if there was electrical damage to the equipment and how extensive any possible damage to the equipment may beAs we are under contract we had to give our findings to the warranty company who determined that this claim was denied because the damage was not considered wear and tearIt is the responsibility of the authorizer to call the homeowner and explain their rulingAccording to Ms*** the outdoor unit had probably been hit by the landscaper who tried to repair the damage himselfMs*** also explained that the other contractor suggested that we word our diagnosis in a way that the home warranty company would cover the claimThat is not how River City Heating and Air operatesWe regret that we were unable to help with this claim, but the decision ultimately lies with the warranty company

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I signed the invoice and made payment as I did not want the technician to create problem at my house, but I clearly stated the issue in the complaint and nothing is addressed by the Service provider
Regards,
* ***