River City Heating & Air

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
Dear Revdex.com, In reference to [redacted], this business did not contact me or try to resolve the situation to my satisfaction. I 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 evening. Clearly they do not understand that some customers have to work during the night hours. I made this appointment 5 to 6 weeks ago and it should have been honored. I 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 day. We did not have a winter storm. I believe since my appointment was from 12 noon to 4pm, they still could have honored it. But if they needed to re-schedule the company should have called on the day of appointment to speak to me, especially during the appointment time. I am disappointed in their customer service relations. The message sent to me was that my business was not important to them.

Revdex.com spoke with the business. They will waive and refund the $120.

[redacted] called from the business to discuss the complaint. There was to be a $** fee from the warranty company to dispose of the old compressor. The business and the customer discussed this as the customer did not want to pay this fee. They decided to waive the fee, the business was under the...

impress they were waiving the fee and were still taking the old compressor with them. The 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 of. However, 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 him. He 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.

River City Heating & Air received a claim from [redacted]warranty co on Thursday, December 18. Unfortunately there was amisunderstanding when [redacted] explained that the ductwork had fallen off inhis "downstairs" laundry room. We mistakenly assumed that there ismore than one system in...

the home, which in warranty company terms means thatthis claim is not considered an emergency. Once this was clarified we scheduleda service call for Friday, December 19. 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 properinstallation. We found no screws and no strapping to hold it in place. For 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 warranty. In this case, because the failure was due to workmanship error versusnormal wear and tear River City was told by [redacted] that this failure is notcovered by [redacted] policy. This was also explained to [redacted] by hiswarranty co. Understandably [redacted] was very upset about this decision by[redacted]. On the phone with River City's dispatcher, who tried to explain theprocedure, he very emphatically and graphically expressed his anger. He said hewas cancelling the claim, was cancelling his warranty plan and was alsocancelling payment on the check for $50 which we are required to collect forhis warranty co. His check therefore was not cashed, River City was notreimbursed by [redacted] for the deductible not paid.

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]

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.
I want my deductible back from this company, they did not provide satisfactory service or service at all and left me stranded. I had to pay another company to come out and do what they said they were going to do. Walking up to my unit and taking a picture is not worth a $100 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 money. I am not a petty person and of this was justified it would be different but this is not the case. 
Regards,
[redacted]

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.

Review: On 4-19-2016 I called River City heating and Air in regards to work that was performed on my upstairs unit in Oct. 2016. They replaced the evap coil and new coolant was put into the unit. I turned on my unit for the 1st time to cool on 4-18-2016 and nothing but hot air was blowing from the unit. I called them to ask if there was any type of warranty on there repairs from 6 months ago. The 1st question that was asked was did I cover the repairs myself or did I use a warranty company in my opinion that should not matter you performed the work not the warranty co. Come to find out if you used a home warranty co its makes a diffrence in what you are told. I contacted my home warranry co and was told that they(river city)only guarantee work for 60 days who turns on the AC in the middle of winter. So now I have to file another claim with my home warranty company and have someone else come out and see what's wrong with the unit. I do believe that the AC unit wasn't working properly once the repair was done from October 2016.Desired Settlement: Either repair what I feel was not a 100% in Oct or refund me my 485.00 I was charged.

Business

Response:

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.

Review: I bought new constructed house by Legault 2 and half years ago. 2 Floor House. Air Conditioner unit was installed by this firm. House has 2 A/c units for 2 floors.

Right from the beginning 2nd floor Air Conditioner and Heat never worked and I did not verify as we lived only in first floor.

When I realized more than a month, I called the Technician and I was told he will be charging $125 to diagnose and resolve the issue as the unit is under warranty.

When he investigated he found switch was switched off and turned on and the A/c Unit started working and he demanded $150 (Diagnose $125 and $25). Never told me that he will be charging $25 dollars to switch on, he never asked my permission to switch on, even a baby knows how to flip a switch.

Then he used scare tactics with out even looking at the Air Conditioner Unit which was installed outside the house, that it might be low on Freon, even after I explained that Air Conditioner was never been used and he charged me $300 for Freon even though meter reading showed almost full.

$125 diagnose

$25 flip the switch

$300 freon

----------

Total $450

----------

Business

Response:

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.

Consumer

Response:

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.

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,

Review: River City Heating & Air Inc. is a contractor hired by my home warranty company [redacted] Home Warranty to fix my heat pump problem. They had to make multiple visits over a span of more than a months because they could not figure out the root cause of problem. Every time they made the system work for a couple hours then it failed again. Every time they found the new part they replaced last time failed, then they tried to fix it by replacing additional parts. At the end, they finally figured out the root cause is a part in the outside unit, not the parts they had replaced before.

Nonetheless they charged me 3 times for the service call charges ($60 each time), one for replacing the transformer, one for replacing the breaker and one for replacing the control board. This is unfair because none of these replacement is the problem. The part in the outside unit is the problem. This can be proved by they having to replace the same parts they just put in a few days ago repeatedly as described above. I have the written statements of each visit to show what they replaced each time. Over the time, they replaced the transformers 5 times, the breaker at least 3 times and the control board 2 times. None of these replacement got the system fixed until the part in the outside unit was replaced. The service [redacted] who replaced the part in the outside unit told me that the outside unit part was causing all the issues and the other parts to fail.

So this is caused by one part, which also caused other parts to fail, then I should be charged only one time for service call. I should not pay 3 times just because it took them several trips to figure out the root cause.Desired Settlement: Refund $120 back to me

Business

Response:

Revdex.com spoke with the business. They will waive and refund the $120.

Consumer

Response:

[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.]

I have reviewed the offer to refund me $120 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,

Review: I had a preventive maintenance scheduled for my Heat pump for 11/4/14 between 12noon and 4pm. I had schedule this service at the end of Sept. 2014 due to the my work schedule. River city never phoned me or left messages stating that they would not be able to service my heat pump on that date. I only have 4 week days off a month and my off day time is valuable, to sit and wait on a business that never showed up as agreed or called to say that they would not be able to arrive on that date, is unacceptable. I phone the company at 1545 and spoke to the scheduler and she stated that they did call and left a message on the answering machine. I checked my answering machine and no messages from them. I checked my caller ID and no calls from them either. They told me they called and left one message on the answering machine, but then told my daughter that they left two messages on the answering machine. Therefore, the person responsible for re-scheduling lied about calling. The company keep making excuses why they did not come to service the heat pump. They stated that it was due to the weather/storm that we had and other people had to come first because they did not have any heat. Let me give you some information, we had two chilly days and on the 4th the weather was again in the upper 60s or low 70s. This company did not attempt to resolve the problem.Desired Settlement: This company should honor the people who have taken the time, to schedule a date for them come out and perform the necessary job. The company should not have just determined that I was expendable and could re-schedule another date for their convenience. My scheduled date was not good enough for them to follow through on their promise to come and perform the necessary service, that I expected.

Business

Response:

Revdex.com spoke with the business. The service call for this customer did have to be cancelled due to No Heat calls due to the lower temperatures. The business called the customer and left a message to let her know they have since been told the message was never received. The 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 them. They have now been told that he work order was cancelled.

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Dear Revdex.com, In reference to [redacted], this business did not contact me or try to resolve the situation to my satisfaction. I 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 evening. Clearly they do not understand that some customers have to work during the night hours. I made this appointment 5 to 6 weeks ago and it should have been honored. I 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 day. We did not have a winter storm. I believe since my appointment was from 12 noon to 4pm, they still could have honored it. But if they needed to re-schedule the company should have called on the day of appointment to speak to me, especially during the appointment time. I am disappointed in their customer service relations. The message sent to me was that my business was not important to them.

Review: My air conditioner broke and I submitted my work claim to 2-10 Home Warranty (HW) on 5/7. The contractor, [redacted] (RCHA) called on 5/8 to set up appointment to assess issue. The first available appointment was 1 week later on 5/14. HW called me on 5/15 to report that the covered services were approved and RCHA would contact me to schedule repair. I didn’t hear from anyone so I called RCHA in the afternoon on 5/18. The receptionist rudely told me that they would not make a service appointment until the part arrived. I asked when the part would be delivered and how long after the part was received that the service appointment could be made. The receptionist exasperatedly stated that part delivery was 3-5 days and service appointments were in 1 week. Since RCHA was scheduling 7 days out I requested to go ahead and make the service appointment at that time. The receptionist again rudely told me that they were busy, that I would have to wait, and that they would get to me when they got to me. I immediately contacted HW, the representative stated that she would check with RCHA and placed me on hold. When she returned she stated that the part would be delivered to RCHA on 5/19 and they would call me to schedule a repair appointment. I patiently waited but didn’t hear from anyone for 4 days. I called to follow-up on 5/22. RCHA stated that the first available repair appointment was 6/10. I stated that this was an unacceptable time frame to wait and was told that there was nothing that could be done.

I am extremely frustrated. I am expected to live in an 80+ degree house for 5 weeks!? I do not accept that there is nothing that can be done. On 5/18 RCHA was scheduling 7 days out, on 5/22 they all of a sudden were scheduling 19 days out? I believe that because I went through my home warranty that I am being penalized and intentionally placed at the bottom of the list. I also don't appreciate the manner in which the receptionist spoke to me.Desired Settlement: I want an earlier date for my AC to be repaired. Since that is not going to happen I am requesting a refund of $500 which is the quoted cost of repairing my AC unit. I am also requesting that the repair service provided by [redacted] be guaranteed for parts and labor for 2 years regardless of whether I have a policy with [redacted]. I make this request because I am afraid [redacted] will retaliate based on this complaint and provide substandard repair service.

Business

Response:

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

Consumer

Response:

[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.]

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,

Review: River City Heating & Air has come to my house FIVE times in attempts to fix my heating unit. Now the unit is shooting flames from it, because they ordered the wrong part and modified it to fit my unit during their last visit. I am without heat for 6 days now.Desired Settlement: I've already contacted my home warranty company and requested another company to be dispatched to repair the problem, but they cannot come until Monday. It would be nice if I didn't have to go 5 more days without heat...

Consumer

Response:

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.

I am happy to recommend River City Heating and Air. I have used them several times over the past 11 years and have never been let down. They come when they say they will & always try to get you in within a reasonable amount of time. Great company!

Review: I have a home warranty with [redacted] ([redacted]) located at [redacted]. I had a compressor failure which require replacement, [redacted] referred River City Heating & Air as the repair vendor. River City Heating and Air verified the compressor was bad and ordered part, [redacted] subsequently contacted me and authorized repair work, I told [redacted] that I would keep the old compressor once the work was completed, I was put on hold while [redacted] contacted River City Heating and Air to confirm the agreement of replacing the compressor and leaving the old compressor. [redacted] stated that River City Heating and Air agreed to waive disposal fees and would leave the old compressor; however, once the repairs were completed they violated the agreement and took my old compressor.Desired Settlement: Return of old compressor

Business

Response:

[redacted] called from the business to discuss the complaint. There was to be a $** fee from the warranty company to dispose of the old compressor. The business and the customer discussed this as the customer did not want to pay this fee. They decided to waive the fee, the business was under the impress they were waiving the fee and were still taking the old compressor with them. The 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 of. However, 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 him. He 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.

Consumer

Response:

[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.]

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,

Review: Had a NEW HVAC system installed 12/2012 and it is not working. River City has been out twice with no results. They are playing a guessing game with what the problem is. It has been in the upper 80-90 degrees and I have still have no air.Desired Settlement: Replace the HVAC unit.

Business

Response:

[redacted] called to respond to this complaint. She said they have been working diligently with this customer in getting their unit fixed and everything is covered under the manufacturer warranty. They replaced a few parts and ended up bringing in a new technician who believes the issue is with the outside thermostat. The customer currently has air right now and the part for the outside thermostat should be in within the next couple of days and they believe this will fix the customer's concerns.

After getting estimates from 3 Heating and A/C companies, I chose River City. The salesman thoroughly assessed my heat pump + air handling unit needs, answered all of my questions and the all-inclusive estimate included installation, (YORK) equipment warranty, and a 1 year’s (two visits) maintenance agreement … all for a very fair price. Installation was scheduled for that same week and the job was completed in one day. The installation crew was polite and professional, wore booties inside the house, and cleaned everything up when they finished. The new equipment has been operating for 3 weeks now and everything’s running well. My whole experience with River City was very positive. I’m happy to give them an A rating.

Review: River City was contracted through my home warranty company [redacted] to come to repair what was clearly identified as a piece of ductwork that was improperly installed. River City and [redacted] both knew what the issue was and still initiated a claim for me. It was the 18th and River City refused to come out until the 18th. No questions were asked regarding the temperature in the house or about any of the other heating solutions I had available. I told them I would find someone else and called [redacted] to get another company. [redacted] card River City and River City falsely told the home warranty company that I informed them that there were two heat sources and that they weren't urgently needed. They never asked about anything like that and if they had I would have no reason to make something up to prolong my time without heat. River City then on conference with the home warranty company agreed to come out less than 12 hours later. Upon arriving at the house the tech confirmed that he saw that a elbow of the ductwork had fallen and that he would call it in. I had already told every person I had spoken with that this was the issue. When I called River City they again told me they would be out Monday. It was clear that they had no intention of coming out until Monday. I called [redacted] back and they told me River City wasn't turning the report in until the next morning. I asked why and [redacted] said River City wouldn't provide any reason and that contractually they had 24 hours. The front desk clerk had told me that they couldn't do it over the weekend, but no they are waiting until Saturday to turn in the report. Meanwhile, I am without heat. River City lied to try to avoid coming out and then intentionally delayed the process of coming to fix the heat until the original date they were comfortable with after they were prodded by the insurance company. When the temperature reached 45 degrees in my house I felt I had no choice but to get someone else to fix it and cancel the claim. River City is now trying to collect a $50.00 deductible from me when no service was provided. They should have been honest and clear from the start that they refused to come back out until the following week and I would have contracted a different company. They even lied to try to not breach the contract they had with [redacted] by telling them I had another heat source. Now they claim regardless the service for ductwork isn't covered, when I told [redacted] and River City that the duct work fell and wasn't screwed in properly.Desired Settlement: The company refused to come out until Monday and lied to try to get around the agreed terms with [redacted]. They then sent someone out to appease [redacted] and intentionally delayed reporting and coming out to fix the issue until the original time they desired. Not to mention the company knew it wasn't covered and still came to collect a check from me.

I need the deductible of $50.00 refunded.

Business

Response:

River City Heating & Air received a claim from [redacted]warranty co on Thursday, December 18. Unfortunately there was amisunderstanding when [redacted] explained that the ductwork had fallen off inhis "downstairs" laundry room. We mistakenly assumed that there ismore than one system in the home, which in warranty company terms means thatthis claim is not considered an emergency. Once this was clarified we scheduleda service call for Friday, December 19. 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 properinstallation. We found no screws and no strapping to hold it in place. For 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 warranty. In this case, because the failure was due to workmanship error versusnormal wear and tear River City was told by [redacted] that this failure is notcovered by [redacted] policy. This was also explained to [redacted] by hiswarranty co. Understandably [redacted] was very upset about this decision by[redacted]. On the phone with River City's dispatcher, who tried to explain theprocedure, he very emphatically and graphically expressed his anger. He said hewas cancelling the claim, was cancelling his warranty plan and was alsocancelling payment on the check for $50 which we are required to collect forhis warranty co. His check therefore was not cashed, River City was notreimbursed by [redacted] for the deductible not paid.

Consumer

Response:

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,

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