ServicePro, LLC Heating & Air Conditioning Specialist

This is a warranty job through a warranty company We were not the first company to go to the home through the homeowner’s warranty company We were the last company to go out as no other company wanted to deal with the homeowner and for that reason, the homeowner was told that we had to be the company to complete the job We went out as a courtesy to the warranty company and placed on the schedule for the same day as a courtesy to get them taken care of as soon as possible even though the schedule was full This was explained to the homeowner and the option to have a tech out the next day was given and not accepted by the homeowner The homeowner was contacted several times throughout the day as a courtesy to keep them up to date on the progess of their technician They were made aware that morning that the techs were running behind I spoke with Ms***'s husband various times throughout the day and explained to him repeatedly that the technician would be out after 4pm, but I could not give him an exact time as every job is different and diagnosis and unexpected problems and issues sometimes occur and he agreed to allow the tech to come out after hours as late as he needed to Office hours are 8:- 5:PM However, administrative staff stayed on the phone after hours to accomodate customers and call them to keep them up to date on the status We were extremely busy and had the techs working after hours to service everyone We explained to the homeowner that we would get the tech out as late as they would allow us in order to get them squared away and the homeowner agreed We came out to the home, diagnosed and had to order her part, which is the reason the unit wasn't repaired the same night Upon replacing their condenser fan motor, the customer was complaining about the air blowing weak through the vents inside of her home We were not responsible for ventilation problems in the home That was a separate issue that, via warranty company policy, would have to be taken up with her warranty company before we could address it We can not perform work that is not approved by the warranty company

Trim had to be removed in order to get the air handler into the atticThe home owner is responsible for making space adjustments, not the contractorHowever, the tech that went out decided to remove the trim as a favor to the customerThe tech that went out did not call *** prior to removing
the trimHad he done so, *** would have informed him that access issues are the responsibility of the homeowner. *** had the tech go back out to put the trim back up and caulk but it was not satisfactory to the customer. Therefore, *** agreed to reimburse Mr*** his $for the minor work to be done. We have mailed a money order to Mr***

Thus customer paid top have an evaporator coil installed thru her Warranty CoSERVICEPRO went out and found a leak in the evaporatorHer system has never been serviced it has been neglected we installed the coil.for far less and I only advised her to clean the coil herself because her
Warranty Co does not cover maintenanceHer Warranty CoPaid maybeAlso a tech was out there on the 14th of AugustAny other issues that she have she will have to go thru her Warranty CoAnd we will not do anymore work for herHer complaints about money are she paid and I have her paperwork to prove

This is a warranty job through a warranty company We were not the first company to go to the home through the homeowner’s warranty company We were the last company to go out as no other company wanted to deal with the homeowner and for that reason, the
homeowner was told that we had to be the company to complete the job We went out as a courtesy to the warranty company and placed on the schedule for the same day as a courtesy to get them taken care of as soon as possible even though the schedule was full This was explained to the homeowner and the option to have a tech out the next day was given and not accepted by the homeowner The homeowner was contacted several times throughout the day as a courtesy to keep them up to date on the progess of their technician They were made aware that morning that the techs were running behind I spoke with Ms***'s husband various times throughout the day and explained to him repeatedly that the technician would be out after 4pm, but I could not give him an exact time as every job is different and diagnosis and unexpected problems and issues sometimes occur and he agreed to allow the tech to come out after hours as late as he needed to Office hours are 8:- 5:PM However, administrative staff stayed on the phone after hours to accomodate customers and call them to keep them up to date on the status We were extremely busy and had the techs working after hours to service everyone We explained to the homeowner that we would get the tech out as late as they would allow us in order to get them squared away and the homeowner agreed We came out to the home, diagnosed and had to order her part, which is the reason the unit wasn't repaired the same night. Upon replacing their condenser fan motor, the customer was complaining about the air blowing weak through the vents inside of her home We were not responsible for ventilation problems in the home That was a separate issue that, via warranty company policy, would have to be taken up with her warranty company before we could address it We can not perform work that is not approved by the warranty company

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have reviewed the response to my complaint from ServicePro but I am not satisfied with the result because they still have not paid the $after my repeated phone callsAfter saying several times over the past ten days that the check or money order was in the mail, I still have not received the money
Thank you

Mr. [redacted] was mailed a money order.

This is a warranty job through a warranty company.  We were not the first company to go to the home through the homeowner’s warranty company.  We were the last company to go out as no other company wanted to deal with the homeowner and for that reason, the homeowner was told that we had to...

be the company to complete the job.  We went out as a courtesy to the warranty company and placed on the schedule for the same day as a courtesy to get them taken care of as soon as possible even though the schedule was full.  This was explained to the homeowner and the option to have a tech out the next day was given and not accepted by the homeowner.  The homeowner was contacted several times throughout the day as a courtesy to keep them up to date on the progess of their technician.  They were made aware that morning that the techs were running behind.  I spoke with Ms. [redacted]'s husband various times throughout the day and explained to him repeatedly that the technician would be out after 4pm, but I could not give him an exact time as every job is different and diagnosis and unexpected problems and issues sometimes occur and he agreed to allow the tech to come out after hours as late as he needed to.  Office hours are 8:30 - 5:00 PM.  However, administrative staff stayed on the phone after hours to accomodate customers and call them to keep them up to date on the status.  We were extremely busy and had the techs working after hours to service everyone.  We explained to the homeowner that we would get the tech out as late as they would allow us in order to get them squared away and the homeowner agreed.   We came out to the home, diagnosed and had to order her part, which is the reason the unit wasn't repaired the same night.  Upon replacing their condenser fan motor, the customer was complaining about the air blowing weak through the vents inside of her home.  We were not responsible for ventilation problems in the home.  That was a separate issue that, via warranty company policy, would have to be taken up with her warranty company before we could address it.  We can not perform work that is not approved by the warranty company.

Review: In my eyes this company has no customer service. We have been without AC since May 4th and we have the company out 3 times with still no working AC. On Saturday May 30th, we were told someone would be by between 12-4 and around 12:30 we get a call that they are running behind and it could be before 4pm or after. Around 7:30 we are calling and finally get a call back that we were told they were running behind and finally someone shows up at 9:10pm. They did not leave our house until 11:45pm only to tell us just see how it runs at night and let us know. The next morning I called the home warranty company who then calls Service Pro leaving them a message to call us back today because the job is still not complete. Did I receive a phone call? Of course not. I was told by the home warranty company I have to continue to use them because the problem should have been fixed by now. All I want is for my AC to be working so my 3 year old son does not have to sleep in 83 degree house at night. Also, an apology would have been nice Saturday after showing up 5 hours late.Desired Settlement: All I want is for the AC to be working again and it was fine when we have the home inspection in July 2014.

Business

Response:

This is a warranty job through a warranty company. We were not the first company to go to the home through the homeowner’s warranty company. We were the last company to go out as no other company wanted to deal with the homeowner and for that reason, the homeowner was told that we had to be the company to complete the job. We went out as a courtesy to the warranty company and placed on the schedule for the same day as a courtesy to get them taken care of as soon as possible even though the schedule was full. This was explained to the homeowner and the option to have a tech out the next day was given and not accepted by the homeowner. The homeowner was contacted several times throughout the day as a courtesy to keep them up to date on the progess of their technician. They were made aware that morning that the techs were running behind. I spoke with Ms. [redacted]'s husband various times throughout the day and explained to him repeatedly that the technician would be out after 4pm, but I could not give him an exact time as every job is different and diagnosis and unexpected problems and issues sometimes occur and he agreed to allow the tech to come out after hours as late as he needed to. Office hours are 8:30 - 5:00 PM. However, administrative staff stayed on the phone after hours to accomodate customers and call them to keep them up to date on the status. We were extremely busy and had the techs working after hours to service everyone. We explained to the homeowner that we would get the tech out as late as they would allow us in order to get them squared away and the homeowner agreed. We came out to the home, diagnosed and had to order her part, which is the reason the unit wasn't repaired the same night. Upon replacing their condenser fan motor, the customer was complaining about the air blowing weak through the vents inside of her home. We were not responsible for ventilation problems in the home. That was a separate issue that, via warranty company policy, would have to be taken up with her warranty company before we could address it. We can not perform work that is not approved by the warranty company.

Review: On December 16, 2014, Service Pro LLC came to my home to fix a heating problem. They had to replace a heat exchanger in the attic. In the process of getting the new equipment into our attic, a significant amount of damage was done to the entrance to the attic. All four pieces of trim around the attic were severely damaged and needed to be replaced and re-painted. I have been working with [redacted], the service manager and he has been very pleasant to deal with. We have had several phone calls about getting this problem taken care of. Together, we worked out an agreement that I would get someone to fix the problem. I told him that before I got the work done, I would get a quote for a price and let him know what the cost would be. I got a price which seemed very reasonable to me for $90.00. I called [redacted] and gave him this information and he said that would be fine. We agreed that I would pay the person for his work and that [redacted] would reimburse me the $90.00. However, after several phone calls, messages left and unreturned, [redacted] has not paid me for the work like he agreed to. For some reason, he will not even return my calls.Desired Settlement: Pay me the $90.00 that he owes me for getting the attic entrance fixed.

Business

Response:

Trim had to be removed in order to get the air handler into the attic. The home owner is responsible for making space adjustments, not the contractor. However, the tech that went out decided to remove the trim as a favor to the customer. The tech that went out did not call [redacted] prior to removing the trim. Had he done so, [redacted] would have informed him that access issues are the responsibility of the homeowner. [redacted] had the tech go back out to put the trim back up and caulk but it was not satisfactory to the customer. Therefore, [redacted] agreed to reimburse Mr. [redacted] his $90 for the minor work to be done. We have mailed a money order to Mr. [redacted].

Consumer

Response: