Service Doctors

Review: I am filing this claim because on July 4th, my air conditioning and refrigerator stopped functioning. I called Service Doctors and they came out and did a quick assessment and determined after just going out to the outdoor AC unit that I needed to replace the AC controller and I needed freon. They did not perform any diagnostic testing to see if there was a leak, which there was. The refrigerator they said needed only freon but again the next day after them telling me that I would not see a change in the temperature with the fridge until the next day, it still was reading hot. I called the next day and they said someone would be out, did not show and after several more missed appointments, they finally came out and stated that we needed to replace the entire unit. I had another AC company come out and run the correct diagnostics and my AC unit was running properly the next day. I paid Service Doctors $1031.38 for an AC controller which I did not need and freon. I paid the other company $1532.80 to repair it which took all day. Service Pros it took them approximately one hour to rob me. I want a refund of my money and I want them to be held accountable. [redacted].Desired Settlement: I want a refund of my money and I believe that they should be reported to a fraud unit. If you look at their reviews they use software to keep negative comments of their website.

Review: I would like to file a complaint with the Revdex.com of Virginia regarding the company Service Doctors and their failure to honor the warranty they promised in the contract provided to me. The Service Doctors Main office is located at [redacted], Virginia [redacted]. The phone numbers for Service Doctors as listed on the receipt is: 1-866-CUREALL, 1-877-CUREALL, ###-###-####,###-###-####, and ###-###-####. Their e-mail address is listed as [redacted]

On July 05, 2008 I purchased a new “Carrier” brand air conditioner from Service Doctors of [redacted], Virginia for $4,462.50. At the time of purchase, the new air conditioner came with a 10 year warranty on parts and labor. Over the last five years I have called Service Doctors numerous times for repairs needed on the air conditioner. On multiple occasions over the last five years, I have set up appointments to have repairs made; many times their technicians would show up late (after the time window given) or not show up at all. At one point during my conversations with Service Doctors, I was told by one of their representatives that if I had anyone else look at the air conditioner, it would void my warranty. I have at least seven receipts from Service Doctors given to me at the time the work was completed. Many of the other receipts have been lost over the years, but I estimate that their technicians have been out to my house approximately 15-20 times in the five years since the new air conditioner was installed. In the summer of 2011 I requested a copy of all work performed on my air conditioner from Service Doctors. They refused to provide me with the requested copy of receipts for all the work that had been done to my air conditioner.

The first problem I had with the new air conditioner was in July/August 2008. At that time the pipes of the air conditioner were freezing up on the outside unit as well as on the inside unit located in my basement utility room. During this time the air conditioner was putting out warm air instead of cool air. Their technicians came out to my house several times that summer, to include one appointment that lasted to well after dark. The last time their technicians came out in 2008 was in late September which was also due to the unit freezing up again. By the time they (so-called) repaired the air conditioning unit in September 2008 the weather had cooled off and there was no need for the air conditioner for the rest of year.

The first time I turned on the air conditioner in the spring of 2009, I noticed again that the air conditioner was putting out warm air instead of cool air. I looked at the unit located inside my utility room and noticed that the technicians never taped up and seal off the gaps in the duct work when they made their final repairs of 2008. All the cool air from the air conditioner was escaping into the utility room instead of circulating throughout the house. Again I had problems with the pipes on the inside and outside units freezing up during the summer of 2009. Each time I called Service Doctors to report a problem, a few days later a different technician would come out to try to fix the problem.

In April 2010, the air conditioner was again not putting out cold air; technicians once again had to come out to my house to repair the duct work. In July 2010, the inside and outside air conditioning units froze up again. Service Doctors technicians came out on July 6th 2010 and (as noted on the receipt),“Unthawed the system added two pounds of Freon, found a leak in the Shraeder pin on the liquid line”. They added leak lock to both valves and said it should not leak out any more.

In April 2011 the inside and outside units began freezing up again. On April 11th 20011, their technicians came out to my house and found (as noted on the receipt), “an incorrect contactor, and no logic board”. They installed a “new touchscreen at a discounted rate due to the customer having to deal with issues with the new unit” The technician also had to return and install a new control board and compressor valve because the one that came with the unit when purchased in 2008 was shot.

In June 2011 the air conditioner was freezing up again and stopped putting out cold air; I called service doctors several times that day and asked to speak to a manager. I was told that there was no manager available. Later that day when I got off work I drove over to the Service Doctors Office in [redacted], Virginia and asked to speak to a manager. I found out there was a manger there that day (all day) they just refused to take my calls. The manager was surprised to see me show up at their office and then offered me two portable air conditioner units to cool down my house until the repairs on my air conditioner could be made. On June 4th 2011 their technicians came out to my house to try to fix the freezing up problem. The technicians noted that they found ”found the A/C motor hot and not running, they replaced SP Contactor with a DP contactor, added more Freon and sealed the air leaks”.

In May 2013 I called Service Doctors again to report that my air conditioner was freezing up then thawing and leaking out on to my utility room floor. The metal trap underneath the air conditioner was completely filling up with water and overflowing and then going under the baseboard and underneath the carpeting in the next room. I had an appointment scheduled for May 22, 2013. The technician never showed up for the appointment. When I called their office they told me that the technician had a family emergency and rescheduled my appointment for May 23, 2013. On May23, 2013, the technician showed up and started to look at my air conditioning unit. He told me that the PVC fitting filter pipe coming from the unit to drain into the sump pump area was clogged and the coils needed to be cleaned. He told me that neither the PVC drain pipe replacement nor the coil cleaning was covered under the air conditioner warranty. He then offered to clean the coils and replace the drain pipe for a flat rate of $ 319.00. Only half of the PVC drainage piping (about a 12 inch section) was replaced that day. The new PVC drain pipe has a “clean out tee” on top of the pipe. On Friday July 5th, 2013 I called service doctors to report that water was pouring out of the “clean out tee”, filling up the trap and flowing in to my basement and soaking my carpet. They scheduled an appointment for Monday July 8th, 2013 between 10:00 AM and 1:00PM. At approximately 11:00 AM, I called their office to ensure that the technician would be at my house by 1:00 PM, they said he would. At 2:00 PM on July 8th, 2013 I called their office again to see when the technician was going to show up. The person I was speaking to said the technician could not come to my house that because it was raining. At that point the conversation became heated because it was not raining nor had it rained at all at my house that day. I asked why they did not call to inform me why my appointment was cancelled, I got no response. I then asked to speak to a manager. The person I was talking to said he was a manager and was aware of my situation. I asked when they were going to reschedule my appointment and he said he would schedule it for Tuesday July 9th 2013. I told him I can’t keep taking vacation days off to stay at home and wait for their technicians who never show up. He then offered to set up an appointment for the weekend. I told him it could not wait for the weekend because I was having to remove the water from overflowing the trap every few hours with a shop vac. I then argued with him about the possibility of it raining on the weekend and them not showing up for the appointment again. He ensured they would show up this time. The conversation got more heated and I called their company pathetic and threatened to hire a lawyer and sue the company. He said please don’t do that and ensured the technician would be at the next appointment. I then told him the work it needed to be done and I would take another vacation leave day on Tuesday July, 9th 2013 to stay and wait for a technician to show up. On July 9th 2013 I was rescheduled with an appointment between 10:00 AM and 1:00 PM. The technician never showed up on that day either to do the repairs. No one from Service Doctors called me at any time on July 9th, 2013 to tell me that my scheduled appoint was cancelled for the second day in a row. I do have video of the air conditioner drainage pipe leaking onto the floor as well as the damage that the water has done to the floor. To date, I have taken approximately two and a half weeks work of vacation days to accommodate these appointments and no-shows.

In conclusion, I believe that the people from Service Doctors completely fouled up the installation of the new air conditioner in July 2008. Instead of admitting their errors they found it cheaper and easier to send a different technician out to my house to temporarily fix the problems instead of solving the problem for good. I also believe that the secretaries at Service Doctors are avoiding my phone calls and lying to me when I do reach a representative. I believe the people at Service Doctors are intentionally scheduling appointments for me and not having their technicians show up to deliberately inconvenience me. This is evident from the July 8th 2013 conversation I had with a so-called manager that argued with me that reason he cancelled my appointment was because it was raining at my house. Then in a sarcastic manner the manager told me it had been storming at my house all morning.

A consumer who spends this amount of money and time for an air conditioner should not have to put up with such a pathetic service. I would love to be completely through with this company, however the product and services they provided is garbage and I am stuck with them for at least five more years. I honestly hope that the Revdex.com can help me with this matter.

Thank you for your time.

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[redacted]Desired Settlement: I think they should refund me the cost of the air conditioner $4,462.50 and the cost of the PVC Drainage pipe repairs from May 23, 2013, $319.00 for a total of $4,781.50 . They should write off the cost of the air conditioner and refund that amount ($4781.50) so I can have another company (of my choosing) look at the unit and try to fix/ salvage it. By refunding me the amount above , I would be released from the warranty and no longer have to deal with Service Doctors. In turn I would forget about claiming the cost of replacing my ruined basement carpet as well as claiming lost wages for all the days I wasted sitting home waiting for their technicians who never showed up for the appointments.

Review: On Nov 23 we had a problem with our heating furnace not running continuously. I contacted Service Doctors to come by and diagnose the problem. Before they came they wanted my credit card info over the phone and told me that was for record only and they will not charge to my credit card until after the service is completed. They came by and told me the heating assembly needs to be replaced and it will cost $650. This did not sound right to me since my furnace is only 7 years old, so I did not go with their service. I called another company and their diagnosis was that the water pipes to the furnace were clogged up. They clean up the pipes and charged me $90. The heating has been running fine since.Later that afternoon on Nov 23, I found out that Service Doctors had charged $650 to my credit card. I called them and wanted my money back since they did not perform the service and this was in conflict with what they promised of not to charge until the service was completed. They told me if I want my money back in full I must send them the receipt from other company who did the service for me for proof that I did not pay $650 for the fix. My thought was they were in no position to make such demand since what other company did for me should not concern them. Their charge to me is illegal since they did not perform the service. However, I sent them the receipt anyway and follow up with them on several phone calls. I had to send them the receipt twice since they claimed they did not receive my original email. Finally they told me they will refund my money.It has been 2 weeks now and the money is still not refunded to my credit card account. I called them again and they said it will take time for them to refund.Please help me get my money back and warn the general public about this company. I do not want others to get scammed by this company like they did to me.I look forward to your response and action.Sincerely,[redacted]Desired Settlement: Get my money back in full and warn the general public about this company.

Consumer

Response:

At this time, I have not been contacted by Service Doctors regarding complaint ID [redacted]. My credit card company is pursuing a payment dispute with them currently.

If possible I would like Revdex.com to publicize my problem with this company to the general public to deviate others from falling into this trap as I did.

Thanks for your help and effort. Please keep me posted of your next step of action.

Regards,