Service 1 Heating & Air Conditioning

Mrs. [redacted] was very nice. She has a home warranty on her house and needed the compressor replaced in her a/c unit. It is difficult to contact the Ins./home warranty co. she has in the summer months. Once I was able to contact the co. after multiple attempts I gave them my diagnosis and they ordered...

a compressor and had it shipped to me. I called her immediately once I received her compressor, scheduled her for a five hour time slot and completed the job. I made her and her family member aware what they could expect as far as wait time on the part and scheduling. Unfortunately they didn't like that it took 2 weeks. I explained this was out of my control. Good news is the job turned out beautifully and the a/c works great. her warranty co. would not allow me to buy the compressor in town in order to expedite the repair.   [redacted]   Service 1 htg & a/c

Review: I'm submitting this on behalf of my 80- yr-old Mother, who is unable to do so. Service One, as a contractor with [redacted] Insurers, made several service calls to fix an AC unit. On Aug 17th they determined that a new compressor was needed and said it would be five days. At end of five days they "Had not received the ordered compressor yet". I live in another state and went to visit my Mom on Aug 24th. I found her DEHYDRATED and sitting in a 90 degree mobile home. !!!! With ceiling fan and floor fan on.!!! A WONDER SHE DIDNT DIE!!!!!Calls to [redacted] finally resulted in 'lighting a fire' under Service One, and I learned on Aug 26th(!!) that Service One had only submitted the evaluation and request for the compressor on Aug 25th(!!)-- the day before. [redacted] said they would reimburse up to $125 for a window air conditioner unit or fans, and gave me the address to submit receipts to. A window unit cannot be installed in her windows and she is not able to do it herself-- NOR DOES SHE HAVE THE FUNDS!! She doesn't have funds to stay in a motel, either. She didn't even REALIZE she was DEHYDRATED!!!My Mother is 80 years old! She does NOT have the wherewithal to take care of this herself! I can only visit her! This very situation is WHY she has this insurance-- she's elderly!!! As of today-- Aug 28th, Service One has NOT received the replacement compressor. I've asked BOTH AHS and Service One to please track the order and see Where it is and When it will arrive-- they do not give ANY indication of doing this. [redacted] told me today that they are submitting an email to their Research Department but cautioned I would not receive a call until Aug 31st- Monday. So my Mom goes another weekend without AC!!! Businesses often take advantage of the elderly because they take their word at face value. Most don't use a computer or understand the systems in place.I've been calm but persistent in following up and have not been able to get it resolved.Desired Settlement: Finish the job ASAP! They are also charging $240 for refrigerant, saying "it's in the contract" ([redacted].I have learned that BY LAW they are required to 'recover' the current refrigerant, And that they are PAID for it. (Refrigerant levels were checked with hoses and gaugesOn Aug 17th and he said they were fine). I would like this charge deleted.

Business

Response:

Mrs. [redacted] was very nice. She has a home warranty on her house and needed the compressor replaced in her a/c unit. It is difficult to contact the Ins./home warranty co. she has in the summer months. Once I was able to contact the co. after multiple attempts I gave them my diagnosis and they ordered a compressor and had it shipped to me. I called her immediately once I received her compressor, scheduled her for a five hour time slot and completed the job. I made her and her family member aware what they could expect as far as wait time on the part and scheduling. Unfortunately they didn't like that it took 2 weeks. I explained this was out of my control. Good news is the job turned out beautifully and the a/c works great. her warranty co. would not allow me to buy the compressor in town in order to expedite the repair. [redacted] Service 1 htg & a/c