Rose Heating & Air Conditioning & Sheet Metal

At no time during my conversations with the homeowners husband, nor with the home warranty company, did I state that it was due to fraud The report clearly states that there is a part missing It does not state, nor did we report, that the homeowner had anything to do with the missing part I explained this in detail to both the insurance company and the homeowner's husband As I also advised him, the home warranty company makes the final decision on the repair authorization The homeowner did not have coverage for the part that was missing - that is the reason the claim was denied There was no mention of fraud with either the homeowner or the home warranty company To address the homeowner's concern about my ratings online - without exception they are filed by homeowners who have had coverage denied and are upset because I will not change our reports to the warranty companies to allow the work to be completed The homeowner's husband was verbally abusive to our office staff to the point I had to advise him I would be contacting the police and filing a report (at the instruction of the home warranty company) His contact is with the home warranty company - not with our company Any issues he has with the service fee must legally be directed to them.As stated previously, the homeowner is required under their contract to pay the service fee (deductible) when they place a service call The homeowner did not have to pay a second service fee to the company that came out after us The fee is due and payable to one companyIf he wishes to discuss the fee that was paid, he will need to contact the home warranty company

I am rejecting this response because: First my name is Mr [redacted] simple display of the lack of professional courtesy such as knowing your customers complete and correct nameSecond, I called Rose Heating first thing Monday morning,december 19th, 2016, as my family and I sat all weekend in a house that was degrees and froze and shivered all weekendMy original appointment was on Friday December 16th between the hours of 11am-& 2:00pm, as per the original appointment made by Rose Heating through a phone call to myself on Monday December 12th, At 2:30pm on Friday December 16th, I called and asked where the repair man was and the receptionist, who is by the way, extremely rude and unprofessional, told me that my appointment was between 2pm & 5pm, so they just elected to change my appointment window without calling me to let me know, which in turn forced me to take more time off of work that what I was scheduled for, which resulted in a loss of income to myself Third, upon calling Rose Heating and explaining to them that the Technician initialized my heater FROM THE ATTIC, NOT FROM THE THERMOSTAT, and when I turned the heater off it would not come back on, they did not seem to care Furthermore, the simple fact that they did not do a complete nor thorough system check to ensure all components were working properly the first and initial visit, then to reply here as though something else then broke after they left, is yet one more example of how deceptive and fraudulent, along with compounded straight faced lies this company portrays upon its customers and clientsForth, the receptionist, once again being extremely rude, refused to make an immediate appointment to rectify their 1st inferior service visit and also refused to give me the owners full name as I requested itOnly after calling there office three times, as well as trying to call other branches they "so call" own in Oakland and other areas, which turns out that they all go to the one location, the phone calls, and after calling AHS times, and filing a complaint with the Revdex.com, did they call and offer to come back out without making me and my family wait yet another week in the mid 50's degreed home, and fix the problemTo make any person or persons, miss work which affects their income, improperly service the client, and then dismiss the customers claims, needs and/or concerns as well as their families health and safety, along with their well being, is disgusting at the very least, and in my mind fraudulent and criminal

The homeowner's husband contacted our office and asked to review the report with us We spent several minutes reviewing it with himThe warranty company denied his claim due to parts being missing There was nothing in our report that indicated the homeowner had taken or removed the parts It simply stated that the parts were missing We advised the homeowner that any issues with the denial needed to be directed to his home warranty company He became very irate to the point that I had to advise him to call the warranty company and not to berate our office I also advised him that we only call in the report (with which he was provided a copy) and the warranty company decides the course of action We ended the call.Shortly after, we received a phone call from the warranty company to review our report a second time Based on the report, which stated that there were missing parts, the denial was upheld The warranty company then contacted the homeowner again to advise the claim was being denied.The homeowner's husband then called our office again and began verbally harassing myself and my staff We repeatedly asked him not to call again as we could not overturn the denial from the warranty company He hung up and then called our office ten times in a row We had to block his phone number because of the way he was behaving.I then contacted our Contractor Relations Rep with his warranty company to advise him of the issue with their customer Our rep instructed us to inform the homeowner that we were not authorized to speak with him (as the warranty company is our customer) and that if he continued to call our office, that we would be calling the police to file a reportWhile I was on the phone with the warranty company, the homeowner's husband called our office (from an Anonymous number) seven more times I answered the phone the first time, advised him that we were not authorized to speak with him and that if he continued to call and harass our office, that the police would be contacted He called again six more times after that and we did not answer the phone He finally stopped calling.The $service fee is the deductible on his insurance policy with the home warranty company We are required to collect this as part of his contract with the home warranty company I spoke with our rep this morning and he advised that another company has been sent out to his home and that the homeowner is not having to pay another service fee.As I advised the homeowner on Friday, September 16th, we are only approved to do the work that the home warranty company authorizes us to do Our staff acted professionally and courteously at all times However, seventeen phone calls in a row is excessive and not warranted.We do not agree to refund the $ We do not have the authority to do so per our contract with the home warranty company Our rep has advised us that the homeowner is required to contact the home warranty company with any issues regarding a service fee However, since he is required to pay it once per call, and is not having to pay it to the second company that is coming out, the service fee is due and payable

I am rejecting this response because we had the repair completed, under warranty, without difficulty through another companyThus, the repair and all parts were authorizedThere was a problem with the initial report, not the coverage. I do do not want another response from this company

We contacted the homeowner to reschedule the appointment prior to receiving his complaint from the Revdex.com.  The refund he is requesting is the deductible for his home warranty policy and we are not authorized to refund this fee.  He would be responsible for paying the fee as part of his contract with the home warranty company for place a work order for his furnace.  If he would like the money refunded, he will have to request it from the home warranty company.  He only paid one service fee for the original call.  He did not owe any money for our return call.  The repair was completed and the unit is still fully operational.  We have a strict protocol that we must follow with the home warranty contracts and we explained this to the homeowner.

The homeowner's husband contacted our office and asked to review the report with us.  We spent several minutes reviewing it with him. The warranty company denied his claim due to parts being missing.  There was nothing in our report that indicated the homeowner had taken or removed...

the parts.  It simply stated that the parts were missing.  We advised the homeowner that any issues with the denial needed to be directed to his home warranty company.  He became very irate to the point that I had to advise him to call the warranty company and not to berate our office.  I also advised him that we only call in the report (with which he was provided a copy) and the warranty company decides the course of action.  We ended the call.Shortly after, we received a phone call from the warranty company to review our report a second time.  Based on the report, which stated that there were missing parts, the denial was upheld.  The warranty company then contacted the homeowner again to advise the claim was being denied.The homeowner's husband then called our office again and began verbally harassing myself and my staff.  We repeatedly asked him not to call again as we could not overturn the denial from the warranty company.  He hung up and then called our office ten times in a row.  We had to block his phone number because of the way he was behaving.I then contacted our Contractor Relations Rep with his warranty company to advise him of the issue with their customer.  Our rep instructed us to inform the homeowner that we were not authorized to speak with him (as the warranty company is our customer) and that if he continued to call our office, that we would be calling the police to file a reportWhile I was on the phone with the warranty company, the homeowner's husband called our office (from an Anonymous number) seven more times.  I answered the phone the first time, advised him that we were not authorized to speak with him and that if he continued to call and harass our office, that the police would be contacted.  He called again six more times after that and we did not answer the phone.  He finally stopped calling.The $65.00 service fee is the deductible on his insurance policy with the home warranty company.  We are required to collect this as part of his contract with the home warranty company.  I spoke with our rep this morning and he advised that another company has been sent out to his home  and that the homeowner is not having to pay another service fee.As I advised the homeowner on Friday, September 16th, we are only approved to do the work that the home warranty company authorizes us to do.   Our staff acted professionally and courteously at all times.  However, seventeen phone calls in a row is excessive and not warranted.We do not agree to refund the $65.00.    We do not have the authority to do so per our contract with the home warranty company.  Our rep has advised us that the homeowner is required to contact the home warranty company with any issues regarding a service fee.  However, since he is required to pay it once per call, and is not having to pay it to the second company that is coming out, the service fee is due and payable.

I believe this complaint was filed before Mr. [redacted] was contacted by our office on Tuesday, December 20th.I was out of the office in meetings when Mr. [redacted] called to advise his unit was still not working.  Once I returned to the office and was made aware that the repair completed on Friday,...

December 16th did not address the issue, I instructed my staff to send a technician back out to his home on Tuesday, December 20th to address the issue.Our technician returned to the home on Tuesday, December 20th.  He found that the original repair of replacing the circuit board was fine.  However, the thermostat was now non-operational.  He replaced the thermostat and cleared a restriction in the drain line.  He cycled and tested the unit repeatedly.  The system is now fully operational.  The $100.00 refund that Mr. [redacted] was requesting is the deductible that is due under his home warranty policy.  We were dispatched to his home through American Home Shield.  Mr. [redacted] purchased his policy through them.  The deductible is required to paid each time a service call is placed by a homeowner.  Mr. [redacted] did not pay any money to Rose Heating & Air other than the $100.00 deductible.  We believe the issue was addressed properly and that no refund is due.

At no time during my conversations with the homeowners husband, nor with the home warranty company, did I state that it was due to fraud.  The report clearly states that there is a part missing.  It does not state, nor did we report, that the homeowner had anything to do with the missing part.  I explained this in detail to both the insurance company and the homeowner's husband.  As I also advised him, the home warranty company makes the final decision on the repair authorization.  The homeowner did not have coverage for the part that was missing - that is the reason the claim was denied.  There was no mention of fraud with either the homeowner or the home warranty company.  To address the homeowner's concern about my ratings online - without exception they are filed by homeowners who have had coverage denied and are upset because I will not change our reports to the warranty companies to allow the work to be completed.  The homeowner's husband was verbally abusive to our office staff to the point I had to advise him I would be contacting the police and filing a report (at the instruction of the home warranty company).  His contact is with the home warranty company - not with our company.  Any issues he has with the service fee must legally be directed to them.As stated previously, the homeowner is required under their contract to pay the service fee (deductible) when they place a service call.  The homeowner did not have to pay a second service fee to the company that came out after us.  The fee is due and payable to one company. If he wishes to discuss the fee that was paid, he will need to contact the home warranty company.

I am rejecting this response because:  First my name is Mr. [redacted] simple display of the lack of professional courtesy such as knowing your customers complete and correct name. Second, I called Rose Heating first thing Monday morning,december 19th, 2016, as my family and I sat all weekend in a house that was 52 degrees and froze and shivered all weekend. My original appointment was on Friday December 16th 2016 between the hours of 11am-& 2:00pm, as per the original appointment made by Rose Heating through a phone call to myself on Monday December 12th, 2016. . At 2:30pm on Friday December 16th, 2016 I called and asked where the repair man was and  the receptionist, who is by the way, extremely rude and unprofessional, told me that my appointment was between 2pm & 5pm, so they just elected to change my appointment window without calling me to let me know, which in turn forced me to take more time off of work that what I was scheduled for, which resulted in a loss of income to myself.  Third, upon calling Rose Heating and explaining to them that the Technician initialized my heater FROM THE ATTIC, NOT FROM THE THERMOSTAT, and when I turned the heater off it would not come back on, they did not seem to care.  Furthermore, the simple fact that they did not do a complete nor thorough system check to ensure all components were working properly the first and initial visit, then to reply here as though something else then broke after they left, is yet one more example of how deceptive and fraudulent, along with compounded straight faced lies this company portrays upon its customers and clients. Forth, the receptionist, once again being extremely rude, refused to make an immediate appointment to rectify their 1st inferior service visit and also refused to give me the owners full name as I requested it. Only after calling there office three times, as well as trying to call other branches they "so call" own in Oakland and other areas, which turns out that they all go to the one location, the phone calls, and after calling AHS 4 times, and filing a complaint with the Revdex.com, did they call and offer to come back out without making me and my family wait yet another week in the mid 50's degreed home, and fix the problem. To make any person or persons, miss work which affects their income, improperly service the client, and then dismiss the customers claims, needs and/or concerns as well as their families health and safety, along with their well being,  is disgusting at the very least, and in my mind fraudulent and criminal.

Review: I believe that Rose Heating & Air conditioning unethically attmepted to inflate the charges of some services.

On Sept 23rd 2013 I had Rose heating and AC come out to our home at the request of our home warranty company, American Home Shield. Rose determined that we would need the entire duct work in our home replaced. They sent a bill to American Home Shield for approx $2900.00 and on 9/25/2013 notified me that $900.00 of the bill would not be covered by our home warranty. I inquired what the additional charges were for and this is the breakdown I received:

Disposal -$125.00

Permit -$400.00

HERS Test-$375.00

I felt this $900.00 charge was excessive and inquired if we would be able to mitigate some of the cost by disposing of the equipment ourselves, or obtaining our own permits. I was told that this is not allowed since Rose heating and air are the designated contractors of this job.

Not being satisfied with their response I contacted two local heating and air conditioning contractors. This is what I found out:

Disposal- $70.00 at the local dump if the load weighs 2000lbs. Less money if the debris weighs less. 65ft of plastic duct work does not weigh 2000lbs.

Permit: Total cost from our city for a permit to replace 65ft of duct work = less than $100.00

HERS Test- The price for this test is set by the state of California and the fee is $225.00

In addition to learning of the above fees, both local contractors quoted me a total fee not to exceed $2100.00 and $2500.00 respectively. These fees included the disposal, the permit and the HERS test. Also, both contractors told me I have the option to pull my own permit, dispose of my waste, and hire my own HERS tester should I chose to do so.

It is apparent that Rose heating and air conditioning is over inflating their prices and attempting to gouge their customers, especially home warranty customers.

When I phoned Rose today to cancel my repair and advise of my findings, they appeared to want to work with me on the price. I told them that was not necessary as I no longer find them an ethical company. I advised that I would be filing a complaint with my home warranty company and the Revdex.com. I asked for the information of the owner of the company and was told that they are not allowed to give out that information.

5 hours later I received a phone call from the office manager to express concern about my complaint. When I told her of my above findings and conversations she explained that Rose heating and air conditioning is allowed to charge what ever they want in fees and this is their fee schedule. She again tried to tell me that the 400.00 permit fee is for their gas money and time. Of course, none of this information was offered to me on my initial call, when I was inquiring about the excessive fees.

I would like this complaint on file so that other customers will know to do their homework when dealing with this company. Everything is not always what it seems. Had Rose Heating and AC allowed me to pull my own permit, dump my debris and hire my own HERS tester the total fee would be 395.00 NOT 900.00!!!!

Desired Settlement: No Settlement requested, just an apology.

Business

Response:

Initial Business Response

Rose Heating & Air is a preferred vendor with American Home Shield. A "preferred vendor" is one who meets American Home Shield's stringent service requirements and provides excellent customer service to homeowners.

Ms. [redacted] has a home warranty contract with American Home Shield. AHS sent us a work order for Ms. [redacted]'s home. Our technician went to the home and found that the ductwork in their attic was disintegrating and all of the ductwork needs replaced.

We proceeded to price out the cost to replace all of the ductwork. Per protocol, we called in to the American Home Shield Authorization Department and provided our estimate to complete the required scope of work.

Please note: When we call in our estimate, we DO NOT know what the policy limits and coverages are for any homeowner. The pricing is the same for American Home Shield as it is for the homeowner.

American Home Shield reviews each policy and advises us what items they will pay for and what items are "non-covered" and will be the responsibility of the homeowner.

Ms. [redacted] was contacted by American Home Shield and advised what items were covered by her policy and what items would be her responsibility.

Ms. [redacted] was then advised by American Home Shield that if she did not want to pay for the non covered items, she has the option to receive a lump sum cash out from American Home Shield and hire her own contractor.

Ms. [redacted] did not elect the cash out. I spoke with Ms. [redacted] after she received the call from American Home Shield. She stated that she did not have the money for the non covered costs, but wanted to proceed. I advised her that we can leave the work order open for up to 30 days. She was very pleasant and asked that we send the written proposal over for the non covered costs so that she could sign it and send it back.

The next day she called the office and began screaming at our receptionist. I then took the call to find out what was wrong. She told me that she had checked around and our prices were too high. I advised her that those were the non covered items and if she did not agree to them, she could still request a cash out from American Home Shield.

I further explained to her that the warranty company was paying a very large portion of her replacement work and that the HERS Test, Permit and disposal were the only items that were not covered.

In her complaint, Ms. [redacted] states that she has two estimtes - one for $2,100 and one for $2,500. Our total estimate is $2,800. Our estimate includes those costs being paid for by American Home Shield and the non-covered costs that Ms. [redacted] would be responsible for.

Our prices are not excessive and are fair. As stated above, we submit all of the items required to complete a job to American Home Shield. Ms. [redacted] did not have a policy that covered the permit or code coverage (HERS test). Had she elected to carry that coverage, her only out of pocket expense would have been the disposal of the ductwork. With regards to the disposal, I advised Ms. [redacted] that our technicians would remove the ductwork from the attic and dispose of it properly. If she elected to take it to the landfill herself, the cost would be reduced from $125.00 to $75.00.

We make every effort to work with all of our customers. Our costs are not excessive or "over inflated". We stand behind our work and do not agree with her assessment.

Ms. [redacted] received a cash out settlement from her warrnaty company in the amount of $1,870.00

Based on the estimates she provided, she will still have between $230.00 - $630.00 out of pocket expense to pay one of the other two contractors she contacted for an estimate. Based on the fact that our non-covered costs were only $900.00, we fail to see any merit in her claim the costs were excessive.

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

With regards to reply from Rose Heating and Air Conditioning: I believe the respondent of the complaint was the office manager, whom I only spoke to on one occasion, and that was to tell her of my intentions to file a complaint. There are many fabrications in her response. First, American Home Shield never contacted me about any of this. Rose heating and AC are the ones who told me that AHS is not going to cover the entire job. It took me one week to contact AHS to even confirm if a cash out was possible. My contact was made with AHS the week AFTER I told Rose Heating and AC that I was not interested in their services, and as of today, I HAVE NOT received a cash settlement, as she falsely claims. The respondent states that she spoke to me after I received the call from AHS and "She stated she did not have the money for the non-covered costs". Again, this a lie, since I never spoke to AHS. I did ask for the breakdown to be sent but this was only because I had questions to their billing ethics. With regards to the disposal fee, this lady is delusional if she thinks she offered me an option. I NEVER spoke to her about ANYTHING until she called me as a last resort to smooth things over. I was specifically told, by the receptionist, that we are not allowed to dispose of our trash since they are the hired contractors. As for me calling and "screaming" at the receptionist, this NEVER happened. I did call and I very calmly told the receptionist of my findings and I asked her how they could justify falsifying charges? The receptionist and I had a polite conversation. At no time did anyone ever take the phone over and speak to me. At the end of the conversation with the receptionist I asked who the owner of the company was and she told me that she was not allowed to give me that information. I told her I couldn't believe that she was not allowed to disclose this information and I would be be including this in my complaint to the Revdex.com. The respondent, whom I believe to be the office manager, called me late in the afternoon on the day I cancelled service. She was polite and asked if there was anything she could do to assist me. Please note that this is the first and only time that I have spoken to her. I explained to her my findings of the over inflated prices.....disposal fees, HERS Testing, and permit. She is the one who told me the permit fee was not just for the permit, but covered the driving to the city offices, fuel and time spent in line (I later found out that this permit only cost 100.00 and is obtained via an online service). I told her that there was nothing she could help me with and that it was my intention to file a complaint with the Revdex.com. She told me that was my option and she would respond in kind. There was no yelling or screaming. We were not rude to each other. Period. After hanging up with her I quickly redialed their number as I had one last comment to make. The receptionist said she was gone for the day. I explained that I had just hung up with her and left my number asking for a quick return call. To date she has never returned my call. It appears from the response of Rose Heating and Air that they are just as unethical in responding to Revdex.com complaints as they are in their billing practices. This response of how our interactions played out does not even remotely resemble the truth!!

As a side note, I have had my ac duct work replaced at a cost of 2691.00 (which included additional, uncovered items that we wanted replaced). This cost included free disposal of the old duct work, 100.00 for the cost of the permit and 175.00 for the HERS testing. These are the fees that Rose Heating and AC told me would cost 900.00. This was a savings of 725.00!!!

To date I have not submitted for reimbursement from AHS nor received any settlement. This complaint does not stem from my "inability" to pay for Rose Heating and AC services, rather it stems from what I believe to be unfair business practices and over inflation of the actual costs of items. Had they allowed me to dispose of my own items, get my own permit and pay for my own HERS testing, they would have won our business.

Final Business Response

Ms. [redacted]'s response is inaccurate. Rose Heating & Air does not determine the cash out amount that she is to receive from American Home Shield. We were contacted by American Home Shield after Ms. [redacted] declined to pay the non covered charges. We were told by AHS that Ms. [redacted] had elected to receive a cash out payment and hire her own contractor. We received an email from AHS confirming this. The email from AHS states "Net cash out to customer for your records is $1,870." I would be happy to provide a copy of this email to you for your records. AHS has spoken with Ms. [redacted] repeatedly. Her statement that she has not talked to anyone at AHS is false. As for Ms. [redacted] stating that she has not received any money from AHS, this is due to the fact that a building permit was required to be pulled PRIOR to the work being completed and a HERS test must also be completed prior to the permit being finaled. We were advised by AHS that Ms. [redacted] must supply this documentation to them before she will be reimbursed for her expenses. This has nothing to do with Rose Heating & Air. Her failure to receive the money from AHS lies directly with the fact that she has not provided them with the required documentation.

Prior to Ms. [redacted] electing to have another company complete her work, she stated to me that her husband knew how to do AC work as well as their friends and they could do it for much less. Our pricing is fair and we stand behind our quote. She is very vague with regards to what "additional, non-covered" items she had done. It will of course, be much less expensive, if the homeowner self performs the work. This is what appears to have happened here. This is exactly why American Home Shield allow for the "cash out" option.

Ms. [redacted] is certainly entitled to her opinion, but we stand firmly behind our work and our reputation. She elected to have someone else do the work at cost of just under $150.00 less than what our total cost was. This would certainly seem in line...and certainly not excessive. If a company elects to do work for free, that is certainly their right, but we charge a fair price for each item of work that is completed. To compare a comapny that completes work for free to a company that has a fairly quoted price and then calling it excessive is unfair to say the least.

I never received a message that Ms. [redacted] had called and our receptionist said she did not call back after our last conversation. I am in the office 50+ hours per week and we have voicemail after hours. Ms. [redacted] was welcome to call me at anytime and I would take her call.

Please be advised that I have a substantial email trail between our company and American Home Sheild documenting each item that I have noted in my correspondence. Should it be necessary, I can provide this documentation as well as the email from AHS that will provet the cash out amount that the homeowner was provided with.

.

Review: Technician was called out to detect leak in air conditioning system. He placed dye in the system and then returned in two weeks. Upon his return he did not even place the glasses on that would detect the leak but just looked at the system and said it was under the house. Foolishly I went along, believing he knew something I did not. I was charged 1300., to rerun the line for the system under the house. After the supposed repair, leak was worse than ever. I called [redacted], and they sent a second technician out, the former technician no longer was employed with them. The technician did not have to add any new dye, and just put on the proper glasses and found leaks on both grills. The whole system had to be replaced. Upon calling [redacted], and stating the technician knowingly did the incorrect procedure, by not putting on the glasses, which would of allowed him to spot the leaks, and then false diagnosed, (perhaps he forgot the glasses that day or did it with purpose) which even their next technician admitted, I asked for a refund. The reception said they never give refunds. I said, even when your company knowingly misdiagnosed, you will not give a refund. She replied, "that is correct."Desired Settlement: I wish to have the 1300. refunded to be for the false diagnose, which their second technician admitted to and I witnessed. They are aware on the second trip no dye was added, and the technician just put on the glasses and immediately saw the multiple leaks, which were in the system. The leak was never under the house, nor had a diagnoses ever suggested it was under the house. I simply want a refund for their mistake, made with intention by their own technician.

Terrible company do not use them. They came out under American Home Shield. The service techs at Rose Heating Air Conditioning & Sheet metal are extremely inexperienced and lack ZERO COMMONSENSE . They told me they can't access my indoor unit unless they cut my walls. This made ZERO sense when there is a crawl space in my home and the compressor unit is outside behind the building. They then told me they need access to the roof and my building is 3 stories. But this is ONLY a 2 story building so I am not sure why the service tech can't count and was being LAZY. The receptionist Kendra has no customer service skills and yells at her customers when its her service techs who are incompetent just like she is. AHS contacted another company with experience and they fixed the issue without cutting my walls like this DUMB company wanted to, as I had a bad dual run capacitor and the company with better customer service and common sense fixed it without a problem.