River City Heating & Air

Revdex.com:
I have reviewed the offer 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
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
Dear Revdex.com, In reference to ***, this business did not contact me or try to resolve the situation to my satisfactionI work the evening/nightshift and the company wanted to come to do the service early in the day on the next day (Wed.)That is unacceptable because I would be asleep due to having to work that eveningClearly they do not understand that some customers have to work during the night hoursI made this appointment to weeks ago and it should have been honoredI am just as an important as their other customers, besides Virginia only had two days of chilly weather and the day of the appointment it was in the 70s and so was the next dayWe did not have a winter stormI believe since my appointment was from noon to 4pm, they still could have honored itBut if they needed to re-schedule the company should have called on the day of appointment to speak to me, especially during the appointment timeI am disappointed in their customer service relationsThe message sent to me was that my business was not important to them

[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 to refund me
$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,
*** ***

[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 to refund me $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,
*** ***

I spoke with Ms *** on 4/27/2016 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 *** 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 *** *** ***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 *** *** ***Unfortunately we are not able to determine why her AC is not working without sending a technician to the home

River City Heating & Air received a claim from ***warranty co on Thursday, December Unfortunately there was amisunderstanding when ** *** explained that the ductwork had fallen off inhis "downstairs" laundry roomWe mistakenly assumed that there ismore than one system in the home, which
in warranty company terms means thatthis claim is not considered an emergencyOnce this was clarified we scheduleda service call for Friday, December The technician found that the duct work had fallen off.In this incident the ductwork joints should be screwed together with a minimumof three sheet metal screws and taped with UL foil tape to ensure properinstallationWe found no screws and no strapping to hold it in placeFor awarranty company claim we have to call in the diagnosis so they can checkpolicy coverage for certain failures, as we have no knowledge of the terms ofthe warrantyIn this case, because the failure was due to workmanship error versuswear and tear River City was told by *** that this failure is notcovered by *** *** policyThis was also explained to ** *** by hiswarranty coUnderstandably ** *** was very upset about this decision by***On the phone with River City's dispatcher, who tried to explain theprocedure, he very emphatically and graphically expressed his angerHe said hewas cancelling the claim, was cancelling his warranty plan and was alsocancelling payment on the check for $which we are required to collect forhis warranty coHis check therefore was not cashed, River City was notreimbursed by *** for the deductible not paid

[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,
*** ***

River City Heating and Air responded to the [redacted] residence on Friday January 27th through a work order from 2-10 Home Buyers Warranty. This is the first time that the homeowner had an airflow related issue. Repairs 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 place. He discussed options with the homeowner on how to hold the damper open until a permanent repair could be performed, i.e. holding 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. Tell us why here...

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]

Refund my $** deductible from my homeowners insurance.

I spoke with Ms [redacted] on 4/27/2016 to explain the procedures of her warranty co. She 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 60...

days. I assured her that we want to send a technician to her home to diagnose the current failure. If it is in any way related to the work we performed in October of 2015 we would take care of that no questions asked. Ms [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 repair. At 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 up. She 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.

River City Heating and Air responded to the [redacted] residence on Friday January 27th through a work order from 2-10 Home Buyers Warranty. This is the first time that the homeowner had an airflow related issue. Repairs 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 place. He discussed options with the homeowner on how to hold the damper open until a permanent repair could be performed, i.e. holding 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.

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]

I spoke with Ms [redacted] on 4/27/2016 to explain the procedures of her warranty co. She understands that, because she is technically the customer of American Home Shields, we should not come to her home without having an open work order. American Home Shields' recall period is generally 60...

days. I assured her that we want to send a technician to her home to diagnose the current failure. If it is in any way related to the work we performed in October of 2015 we would take care of that no questions asked. Ms [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 repair. At 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 up. She 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 payment. They threatened to turn me in to a collection agency. I would like further explanation of what they plan to do. I never mentioned, nor have I cancelled my home warranty. This 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 home. Another example of distortion or outright exaggeration by the company delay work because it was an inconvenience and force me to be without heat. I called them immediately and cancelled and had another company come out. There is no reason for payment and I would like that stated. I 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]

[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 [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

River City Heating & Air was dispatched to this property by 2-10 Home Buyers Warranty Co. A deductible of $100 was collected for the warranty co, in accordance with the policy. Our 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 be. As 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 normal wear and tear. It is the responsibility of the authorizer to call the homeowner and explain their ruling. According to Ms. [redacted] the outdoor unit had probably been hit by the landscaper who tried to repair the damage himself. Ms. [redacted] also explained that the other contractor suggested that we word our diagnosis in a way that the home warranty company would cover the claim. That is not how River City Heating and Air operates. We regret that we were unable to help with this claim, but the decision ultimately lies with the warranty company.

Mr. [redacted] called our on-call technician on the morning of Saturday July 2nd, 2016 for a “no AC” service call, to which the...

technician responded immediately. The system was installed in December of 2013. 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 attic. He also found the system to be low on Freon. The only way the technician would know this, is by attaching his gauges to the outdoor unit, which Mr. [redacted] says he did not look at. The 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.

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 fixed. The valve was not the problem, which is why the air conditioner stopped working less than 30 days after their service. I was charged for coolant, which I did not need. Another company had to be called because of their poor service and refusal to come back out and fix a problem they never repaired. Paying my bill promptly when I received it in the mail, 17 days after the repair, seems irrelevant to this complaint. 
Regards,
[redacted]

We completed the job in the evening of June 2nd, 2015. All charges not covered by the warranty company were waived.

We responded to a dispatch from [redacted] on Thursday June 8 2017.  The technician found that the [redacted] (metering device) in the airhandler for the upstairs system needed to be replaced. Sometimes 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 new. When we gave the diagnosis to [redacted] the following morning, we were informed about Ms. [redacted] coverage. The denied charged were for $** per lb of refrigerant and $[redacted] for flush, for a total of $625. Ms. [redacted] was upset about the non-covered charges and requested a breakdown via email, which we sent on 6/12/2017. She finally called back to agree to the non-covered charges and scheduled the repair for June 27, 2017. 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 down. Ms. [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 charges. As River City has no access to this information, we called her numerous times to collect the charges of $[redacted]. When we did not get a response, we emailed an invoice on July 10th and mailed an invoice via USPS on July 18th. We finally received payment on July 20th, 17 days after the completion of the repair. When we received a “recall” from [redacted] on July 27th, 24 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 difficult. She 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].