Society of St Vincent De Paul of Portland Council

I am sorry that this customer is upset with usAs we explained, when it is upwards of degrees, we do prioritize with the customers with no air firstCustomers with multiple units 2ndI would hope that if her A/C unit was down, she would appreciate our making her a priority[redacted] stipulates to us, that these spring tuneups are not accepted from their customers after May 1st, due to the hot summersI would also like to point out that we have never set an appointment with her, nor did we, as I am the only male on the phone, ever say "maybe the 6thtime is the charm" That's just not true.I have sent the tuneup request back to her home warranty so it can be reassigned

I called and talked to Randy on Monday and he said he knew where the part was coming from and would call and get it faster and call me backI haven't heard from him sinceI called and talked to Mike on Tuesday and he promised me he would get this figured out and call me backI haven't heard from him sinceYou guys received the part on Wednesday morning and didn't even call to schedule me inI had to call and call and call and finally talked to someoneNathan was supposed to come out yesterday between and to fix my ACHe didn't show up or even call to let me know he wasn't comingIt's now Thursday morning and I haven't heard a word from you guysI've tried calling and the warranty company has calledThere's no answer and nobody returns callsI have been without an AC now for days! NOBODY, including you guys can live here without an ACIt seems that you would do everything possible to help your customers out knowing you can't live without an AC hereI have left several messages and not once received a call backI have called at least times and maybe had an answer timesI've been hung up several timesThe answering service doesn't even answer when they see me callingThe just transfer me straight over to service knowing nobody will answer! I can't get another service provider because YOU GUYS HAVE THE PART!!!! If you didn't want to be a service provider for Total Protect than you shouldn't have signed up for thatIt's about time you take care of your customersI have been waiting for days!!! You guys could have told the warranty company you would get the part yourselves to expedite the process or the least you could do is have me on the schedule for the second my part came inSo yes, this is your fault nowTake responsibility as a companyDon't blame the warranty companyThey have tried many times as well to get a hold of you

Again, I am sorryWe have not received you parts as of yetAs you can see from all of our complaints, the theme is the same::waiting for parts from the home warranty companyThey are in controlInstead of bashing us, please call themWe are a year old family owned and operated local company trying to help every customer, but there are things not under our control

The make, model, and serial number are located on the outside of the unit on the back panelThe technician did not remove the panel to inspect the compressor, otherwise additional information listed on the service order invoice, such as electrical connections etc would have been filled inThe compressor was ordered and sent by the home warranty company to Schmidt

Revdex.com,They are not getting the point.Their warranty on my receipt stated years parts and labor and when this problem came up they changed it from date of installation (which was written on my receipt) to the date the part was manufacturedA difference of several months.So I asked them (the tech...Erich) that if you (Schmidt's AC and Heating) pulled a part off the shelves that had been there for several years then the warranty would not be years (as it states on my invoice) but years? He said..."Yes"That's fraud to me.Regards, [redacted]

The business response was an outward lie (which is the only reason I am responding to this ridiculous message) as the filter that was in place prior to the service call was in for days (and was a filter is approved for days of use) and was recently replaced when Schmidt's came out to service our ACWhen we had another technician come out they told us it was not the filter rather the fan motor that needed to be replacedThe unit is years old and we have only been living in the home for one yearAs far as the charge being declined that is correct; to insure that we did not pay for inadequate service I contacted my credit card company to cancel this charge as directed my Home Warranty company that referred us to Schmidt'sOur Home Warranty company wanted to make sure that we did not pay for this service as they were appalled by the treatment and service we receivedWe were informed by the Home Warranty company that they will no longer be using them as a subcontractorAt this point I am satisfied as the $has been returned to us by the credit card company and we have filed the complaint with the Home Warranty and have been assured that we will never have to receive service from this company again Thank you, Heather Wheeler

We have no control over the time it takes to get product from the Home Warranty CompaniesThey purchase and send it to us.I know the customers are given 3-BUSINESS WINDOW once the repairs and/or replacements are approved

We are not sure how to handle this situation, as the consumer received a credit for everything she paid usIn regards to their "home warrany co" it is important to note that we discontinued our business relationship with them

We are sorry for your inconvenieceWe don't hang up on any oneWe do prioritize calls when the hot temperatures arrive, such as people with no air vsroutine check ups, etc...All of our staff wishes to be helpful at all timesIf you would call us, we will be happy to service your A/C needs

This was a work order we received from her home warranty company as they asked us to help them outWe agreed and ran numerous calls for themThey only asked us to diagnose and to send them our findingsThis is what we did, and they took this call back, so they could proceed on their own
Unfortunately we have no control in regards to another companyThis diagnosis was performed as a courtesyIt never ceases to amaze me how us service providers receive complaints on issues that should involve their home warranty, as they are in control

It appears there is some confusion with this issueThe original invoice from July 11, shows that the consumer was only charged for labor and the freon associated with this repairThe parts were in fact warrantied for this consumer as his purchase on July 11, included year parts and year laborHe did actually make it for the parts warranty by one weekOf course the parts were coveredWhat the consumer was quoted in advance, signed the invoice and agreed to, was for labor and freon onlyI'm not understanding why this consumer would approve the repairs and then file a complaint almost weeks later with no communication with our office at allWe 100% followed what his warranty provided forNot sure what else could have been done to satisfy this consumerWe did advise him that the last time he experienced a problem with the equipment, he had a very filthy air filter which is his responsibility to maintain

We responded to a service call request for this property through the home warranty companyWe foind a compressor locking up and blowing the ciircuit breakerWe did examine the compressor as we have to supply the home warranty company with model and serial number, which we provided to themUpon
the home warranty company supplying the replacement compressor, we discovered upon an attempt to install compressor, that someone had been resetting the breaker and attempting to run the unit against what we had advised the customer not to doThis resulted in burning up the high voltage wiringThe wiring had totally melted that was severe enough that the unit was no longer repairableThis information, with pictures, was sent to the home warranty company, who denied the replacement of the entire unitThis is a procedure we do not have any control overThat's their decision to makeWe operate with integrity and honesty

We received several work orders regarding the homeowner A/C problems from her home warranty company. We responded very timely and professionally. We took care of her A/C problems immediately. Her latest problem, that one she has complained about, was a load blower motor that she stated to the...

warranty company, had stopped blowing air. We purchased and installed a new motor, again in a very timely and professional manner. Once we were finished, her A/C unit was now blowing cool air. We left the property and she later called the Technician directly and stated that the unit was blowing, but not cool air. This would appear to be a different problem. Before the office could react to her experiencing this new problem, she had called and complained to her home warranty company, which sent us a cancellation as they were sending out a different company for a second opinion. This has now taken the matter out of our hands as we have no control on how the second company will handle this new claim. See attached work order cancellation.Thank You,[redacted]Managing Partner

I am sorry that this customer is upset with us. As we explained, when it is upwards of 115 degrees, we do prioritize with the customers with no air first. Customers with multiple units 2nd. I would hope that if her A/C unit was down, she would appreciate our making her a priority.[redacted] stipulates to...

us, that these spring tuneups are not accepted from their customers after May 1st, due to the hot summers. I would also like to point out that we have never set an appointment with her, nor did we, as I am the only male on the phone, ever say "maybe the 6th. time is the charm" That's just not true.I have sent the tuneup request back to her home warranty so it can be reassigned.

I called and talked to Randy on Monday and he said he knew where...

the part was coming from and would call and get it faster and call me back. I haven't heard from him since. I called and talked to Mike on Tuesday and he promised me he would get this figured out and call me back. I haven't heard from him since. You guys received the part on Wednesday morning and didn't even call to schedule me in. I had to call and call and call and finally talked to someone. Nathan was supposed to come out yesterday between 2 and 3 to fix my AC. He didn't show up or even call to let me know he wasn't coming. It's now Thursday morning and I haven't heard a word from you guys. I've tried calling and the warranty company has called. There's no answer and nobody returns calls. I have been without an AC now for 12 days! NOBODY, including you guys can live here without an AC. It seems that you would do everything possible to help your customers out knowing you can't live without an AC here. I have left several messages and not once received a call back. I have called at least 20 times and maybe had an answer 4 times. I've been hung up several times. The answering service doesn't even answer when they see me calling. The just transfer me straight over to service knowing nobody will answer! I can't get another service provider because YOU GUYS HAVE THE PART!!!! If you didn't want to be a service provider for Total Protect than you shouldn't have signed up for that. It's about time you take care of your customers. I have been waiting for 12 days!!! You guys could have told the warranty company you would get the part yourselves to expedite the process or the least you could do is have me on the schedule for the second my part came in. So yes, this is your fault now. Take responsibility as a company. Don't blame the warranty company. They have tried many times as well to get a hold of you.

The business response was an outward lie (which is the only reason I am responding to this ridiculous message) as the filter that was in place prior to the service call was in for 40 days (and was a filter is approved for 90 days of use) and was recently replaced when Schmidt's came out to service our AC. When we had another technician come out they told us it was not the filter rather the fan motor that needed to be replaced. The unit is 9 years old and we have only been living in the home for one year. As far as the charge being declined that is correct; to insure that we did not pay for inadequate service I contacted my credit card company to cancel this charge as directed my Home Warranty company that referred us to Schmidt's. Our Home Warranty company wanted to make sure that we did not pay for this service as they were appalled by the treatment and service we received. We were informed by the Home Warranty company that they will no longer be using them as a subcontractor. At this point I am satisfied as the $65 has been returned to us by the credit card company and we have filed the complaint with the Home Warranty and have been assured that we will never have to receive service from this company again.  Thank you, Heather Wheeler

Again, I am sorry. We have not received you parts as of yet. As you can see from all of our complaints, the theme is the same::waiting for parts from the home warranty company. They are in control. Instead of bashing us, please call them. We are a 48 year old family owned and operated local company trying to help every customer, but there are things not under our control.

The $60.00 invoice that this consumer paid was for the deductible that His home warranty dictated. They did not give us an approval that would allow us to repair his system.

The make, model, and serial number are located on the outside of the unit on the back panel. The technician did not remove the panel to inspect the compressor, otherwise additional information listed on the service order invoice, such as electrical connections etc would have been filled in. The compressor was ordered and sent by the home warranty company to Schmidt.

We have no control over the time it takes to get product from the Home Warranty Companies. They purchase and send it to us.I know the customers are given  3-5 BUSINESS WINDOW once the repairs and/or replacements are approved.