T & S Comfort Specialist

Sent: Friday, September 01, 12:PM Subject: Bob #*** Hello, I will address each issue briefly and submit same pics we submitted to home warranty companyFirst our techs are drug tested so there is no *** smoke! Second our office attempted to contact customer to inform customer tech was
running behind locating a part for customer before themOur tech found AC frozen (see pics)which make it difficult to troubleshoot or look for leaks properly , which was explained to customerOur tech took photos of equipment to Submit to Cross Country Home Warranty which is located in ***According to our agreement with the home warranty the technician has hours to submit all information about the claim which we were within our limitsWe in fact did use a *** account to send pictures to the Home Warranty which to my knowledge is not illegal to use a *** account everyone has one our technicians have *** accounts or no phone which they use for personal use and to email picturesYes it is true but the email was returned with the error message because we sent too many pictures in one e-mail, which we don't claim to be computer experts it was only after the home warranty tech support informed us the file was too big so we separate the file and sent the pictures still within our require hours deadlineYes it is true that after submitting the pictures the claim was denied but denial is not a decision of t&s comfort specialist strictly a decision of the Home Warranty company based on the pictures they receivedAccording to the contract this customer sign with his Home Warranty company they are required to do maintenance with a licensed AC company yearly and be able to prove it with a receipt upon request, which look like it had not been doneThe Home Warranty company mail the copy of the policy with all these requirements to every customer and I assume this customer failed to read the contract they signedEven after claim was denied customer was informed all he had to do was send the receipt in that prove that he had maintenance done under unit and they would reverse the claim decisionAt no point did this customer submit any proof of Maintenance that's required per his contract that he signedEven if a customer paid a company and they did the worst job possible of maintenance all he had to do was submit a receipt that he attempted to do his part regardless of what condition his unit was inIt is a common thing for customers to pay for maintenance and the company they pay not do a very good job if they do it at all but when those customers submit the receipt from a licensed company that they paid to have it done it would not matter what the unit look like just that one bit of proof will be enough to reverse the decision on the claim which this customer could not produce any kind of proofThis customer was advised to get in contact with the company that he had do his maintenance just to get a copy of the invoice so we can move forward with his claimI have no doubt that another company came behind us and found the problem by then the ice would have been melted and they could probably find a leak in his coil and charge the unitThere was no way possible for our technician to do this with ice on the coil you cannot absolutely cannot check Freon levels are charger unit with ice in itWe took pictures as proof unit was frozen and in poor maintenanceAnd no way that we alter pictures of his equipment or make the final decision on if the claim would be approved for repairs all decisions made are made by Cross Country Home Warranty according to the contract signed between them and the customerAnd no time does cross country home warranty discuss the customers policy or what's covered or not covered they only give us the final decision after pictures are submittedAnd Leslie if in fact this customer had submitted proof of Maintenance our company was prepared to request a new evaporator coil to repair the leak and not just add freonIt is not legal according to EPA rules to add freon to a unit that leak has been identified especially one with a leak as large as needing pounds of RThis is a danger to our environment and the very reason EPA rules are in placeSince air conditioning systems are sealed systems adding freon is not a or feasible repair once a leak of that size has been identifiedDoes customers home warranty would have never approved a repair like that because of EPA rules they would have tried to replace the coil to repair the leak if this customer I had only submitted his proof of maintenanceMaintenance would include clearing drains cleaning evaporator coils cleaning condenser coils checking Freon levels checking temperatures and all electrical componentsThis customers failure to submit proper documentation is the reason his claim is still in denial stage, there is nothing our company can do the reverse the decision of the warranty companyI realize this if customer is angry but I think his anger is displaced cuz we have no control over this decision of his Home Warranty company or the contract that he signed with themAnd last every customer is required to pay a deductible upon arrival of the technician before any work is performed this customer did write a check for his deductible before the technician left the househours later after the warranty company review the pictures and made their decision this customer put a stop payment on his check, after receiving stop payment information we notified the Home Warranty company of his refusal to pay which is required per his contract regardless of approval or denialCross country home warranty informed us that we would not required to return his deductible even if he had not put a stop payment on the checkCross Country Home Warranty instructed us to bill the customer for the fee which is still dueA one final thought about trying to sell things that are not under warranty, any time a claim is denied our company makes absolutely zero, it is not to our advantage to get a claim denied we only make money when we can get claims approvedThe deductible covers the cost of a technician coming to the house to take pictures and send the diagnosis to cross country home warranty if in fact the claim is denied we make no further money or any other kind of compensationThe nature of the home warranty business for us is if we cannot get claims approved we don't make money, so it makes no sense for us to go through extra effort or to lie or alter any information to get a claim denied when it absolutely benefits Us in no way shape or formSo not only did this customer not pay but we even chose not Bill him but just put him on our do not service list of non-paying customersAnd understand that there was still time for this customer to submit documentation and have the repair done but the stop payment on the check put a stop payment on the entire claimIt's unfortunate his claim was denied but it is our technicians job to report it everything as accurately as possible and submit photograph proof of everything submittedTrashing Us online is not going to reverse this decision of cross country home warranty only thing that can reverse the decision is the customer provided the requested documentation which apparently he did not have and could not contact the company he had to do his maintenance to get a copy of the invoice, was a pretty simple solution to his denialAlso our Tech offer to clean the coil which is not covered under his warranty before we submitted the pictures to try to give him a better chance of getting his repair done this customer refused to have the cleaning done so we submitted the pictures as isOur techs always take pictures to backup any statements or reports submittedAfter cross country home warranty denied this customers claim he called our office and promised to destroy us and get us removed from the home warranty service provider list no matter what it took but unfortunately the decision to deny the claim was not ours so we can't make any changesI'm sorry he feels the need to destroy us or defame US in any way but my suggestion is to read the contract so you'll have a better understanding of what you bought from Cross Country Home Warranty not t&s Comfort specialistAt this point we don't have any of your money and you don't send t&s Comfort specialist is a check every month for your warrantyYou pay cross country Home Warranty and they are the sole decision makersat this point if customer had paid his deductible submitting an invoice would still be an option but he is still close to a month later failed to produce the requested documentationCross country home warranty did not ask for any notarized paperwork or anything official only the invoice from the company that did your maintenance, pretty simpleNot doing yearly maintenance on your air conditioner will be similar to not changing the oil on your car then your engine goes out and you expect your warranty to replace your engine after you have failed to do your maintenanceOnce again sorry you did not get the results you want it but you signed the contract with cross country home warranty that states you are responsible for your own maintenance outside the warranty yearly in order to keep your warranty in effectI will attach pictures that were submitted to Home Warranty. Thank you very much!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
Picture of outside coils are notmy unit.