Texas West Construction & Roofing

We are writing in response to the complaint filed for [redacted] *** (complaint # [redacted] )The customer located at the above address has a Rheem furnace that was installed by our company in his new constructed home in November of Our company has performed no maintenance or service for the HVAC system since the original installation dateThe customer is correct in stating that he contacted our on call / emergency service line on Thursday April 19, when his furnace was not operatingThe technician on call advised the customer during the phone conversation that the service would be performed at an overtime rate due to the request for service taking place after our company’s business hoursThe customer was explained that there would be a diagnostic fee for the service appointment and once the repair was recommended and approved, the diagnostic fee would be waived with the customer being then responsible for the repair costThe customer agreed and the technician was dispatched to the residenceUpon inspection of the furnace, the indoor blower motor was found to be faulty and in need of replacementThe customer was quoted for the repair and was also advised that our company would look into the possibility of the part being covered by the original manufacturer warrantyThe customer approved the repair and the technician removed and replaced the faulty indoor blower motorThe customer is also correct in stating the technician attempted to install the incorrect motor, the initial motor that was attempted to be installed was a replacement for the new style Rheem furnacesAfter the technician learned of his mistake, the technician went to his truck and retrieved a universal replacement motor for the furnace as per the existing motor specificationsThis motor is stocked by our company and many others as a replacement for the original motor supplied at the time of the furnace construction and is also authorized by the manufacturer (Rheem) as a certified replacement partThe motor was installed and the furnace was tested, the unit was found to be operational at the completion of the repairOnce the system was back up and running the technician provided the customer with the invoice showing the Flat Rate overtime price with sales tax for the repair, the customer signed the invoice, provided his credit card information and thanked the technician for the serviceThe customer was again advised that the credit card would not be charged until the office opened in the morning and the manufacturer warranty was checked to see if the part would be coveredThe customer was contacted on Friday morning and was advised that the manufacturer warranty had expired in and the charges given to and approved by the customer at the time of the service appointment would be charged to his credit cardTo state, our company works on a Flat Rate pricing systemThis price is a calculated price consisting of the diagnostic fee, repair labor, part price and part mark up percentage that is generated through a computer program utilized by our companyThe required information is placed into the program and the program generates the repair pricing based on these factorsWe provide all of our service vehicles with a binder showing the (3) categories of pricing for every service / repairThe (3) categories break down into “regular”, “overtime” and “preferred” pricingDepending on your previous business with our company will determine which category of pricing the repair cost will fall intoIf you hold a maintenance agreement with our company you are charged the preferred prices, if you call during business hours but do not have a maintenance agreement you are charged the regular rates and if you call after business hours and do not have a maintenance agreement with our company you are charged the overtime ratesThis customer is someone that has not done any previous business with our company and does not hold a maintenance agreement, therefore he was charged the overtime ratesWe are sorry the customer is unhappy with what he was charged, but he did approve the repairs and charges at the time of the service appointmentWe feel we have provided the customer with the services requested and the charges applied are justified TRS Heating & Air Conditioning Inc

As we have stated, the work done for the customer was justified and TRS considers the mater closed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.Bottom line is this company never properly fixed the original problem They just kept plugging parts in and saying it was a different issue, but the original problem never was resolvedAnd they charged extensive amounts of money for work that never resolved the problem and then further tried to convince me I needed to get a new furnaceWhich , by the way, I absolutely DO NOT NEED at this timeAs I stated before the part that fixed the problem cost less than $and the repair person that truly fixed the problem said the part he replaced should have been the first thing they checked based on what I was saying was happening with the furnaceHow do they justify charging hundreds of dollars over the course of two repair visits all within less than two months and still didn't repair the original problemI deserve a refund because they just kept plugging in random parts and charging me for it and none of it resolved the original issueHow does the Revdex.com Not do anything about this business treating a customer so unfairly? If they did their job properly why did I have another person come in who in one visit properly repaired the furnace and was beyond reasonable with the costHow do they get to rip off customers and run away from their poor work and their poor customer service and keep a dissatisfied customers money? I deserve a refund because they never properly fixed the problem I contacted them for in the first place.Regards, [redacted] ***

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
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** ***

We have reviewed the customer’s complaint filed for ** *** *** *** ** *** (Complaint #***) and are providing the following responseTRS Heating & Air Conditioning Incinstalled the a/c system in question on March 08, for this
customerSince the original installation in we have not had any contact with the customer for service or maintenance of their equipmentWe initially received a request for service of the a/c system due to the unit not cooling the residence on June 06, Upon arrival the technician noted the air filter for the system was dirty and obstructing the air flowIt was also noted that the evaporator coil for the a/c system was frozen in iceThe system was shut down and the customer was advised that TRS would need to return after the evaporator coil has thawed to check the operationThe technician left the residence and returned later the same dayThe system was cycled and it was found that the refrigerant level in the system was lowTRS charged the system with R-410a refrigerant and leak detection dyeThe a/c system was operational after the repair and the customer was explained that TRS would have to return after days of operation to inspect for a possible refrigerant leakThe customer was charged $for the service and repairsOn June 08, the customer contacted TRS again, stating the a/c system was operating but the blower motor was making noise during the operationTRS arrive and inspected the blower assemblyThe system was cycled several times with all components being checked, no aboperational noises or operational issues were noted at this timeThe customer stated the noise occurred when the outdoor temperature was warmer, they were advised the monitor and contact if the noise returnedThe service appointment was completed and the customer was not charged for the appointmentOn July 01, TRS scheduled an appointment with the customer to return to the residence for the inspection of the a/c system to determine if a refrigerant leak was presentThe a/c system was inspected for evidence of a refrigerant leak by checking for the leak detection dye that was previously installed in the systemThe a/c system components (evaporator coil, condenser unit and line set) were inspected, no evidence of any refrigerant leaks were notedThe technician cycled the a/c system, found the refrigerant pressures proper and the system cooling the residence properly at that timeThe service appointment was completed and the customer was not charged for this appointmentOn July 15, the customer contacted TRS stating the a/c system was not cooling the residence and it appeared the blower was not functioningUpon arrival the technician cycled and inspected the a/c system, it was found that the blower motor for the furnace was not operating and was defectiveThe findings were explained to the customer, with the customer’s approval the blower motor was removed and replacedThe a/c system was cycled and checked, it was noted that the system was operating properly after the repairThe customer was charged $for the replacement of the blower motor and service appointmentOn July 22, the customer contacted TRS stating they had an electrical issue in the residence and the utility company had traced the issue to the furnace, stating the furnace had an electrical shortUpon the technicians arrival it was found that the main electrical breaker for the furnace was trippedThe breaker was reset and the furnace was inspectedIt was found that an unused motor lead from the furnace blower motor had come loose and was contacting the sheet metal cabinet for the furnace causing the electrical shortThe faulty wire connection was repaired to resolve the electrical issueThe system was checked and found to be operating properly at that timeIn closing, this customer has an a/c system installed in their residence for several years that they have failed to properly maintain or serviceWe have found (2) operational issues separate of each other, causing the a/c system to fail in operationEach issue has been attended to properly and the customer has only been charged for the independent issues that were foundWe feel we have provided the customer with the services requested and the charges applied are justified. TRS Heating & Air Conditioning Inc

In regards to visits on both 7/& 7/22: 7/is the date in question when we came back from a week vacation and a/c wasn't working Bob that serviced it that day was in agreement that we should not be charged a $service fee In fact when I called the main # and the woman I spoke with was extremely rude and refused to connect me to someone higher up, Bob provided the phone # for Jeff When we didn't hear back from Jeff, I called Tim, the owner, on Monday 7/ We still have not heard back from Jeff or Tim after phone calls. Mom 7/Len came to service the a/c Len was in the basement for maybe minute and came back upstairs and said "excuse me while I go outside and scream my brains out and then I will return to tell you what the problem was." He brought me downstairs and flat out said, "Big Bob" is the best at this job, but he totally skipped a step and completely understands why we were feeling electricity in our kitchen floor He proceeded to make a phone call in front of me to "big Bob" and asked him what the hell is was thinking when he didn't re connect that "yellow wire" I explained to Len that we were still waiting for calls from Tim or Jeff Len said they are both stand up guys and they always return calls He said Jeff was on vacation for the week in *** but he would call him and make sure that we get a call back on Monday Still no phone call as of today Again, we are not disputing the $1k charge for new parts and equipment, we are disputing the $service fee TRS shouldn't be allowed to keep coming back to try and diagnose a problem while also charging us service fees It should be one flat service fee for the entire issue TRS can try and say all they want that a wire became "loose" but I've discussions with both Bob and Len that are both telling an entirely different story

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 ]Of Course TRS considers that matter closed They were able to get hundreds of dollars out of a customer without fixing the original problem They fully profited from their con artist moves I think an organization like Revdex.com should hold them accountable based on the facts of this situation If what they were saying was honest and true "That it was this part and then another part and then saying I need a whole new furnace" Why then , when I had a second opinion, they came in fixed the problem immediately with no where near the cost TRS was charging me to NOT fix the problem and my furnace is running better than ever even during that really frigid cold snap And I don't need a new furnace at this time , like they were sayingLike I said before Anyone can keep plugging parts in saying it's the problem part , charge a fortune , say you are getting the diagnostic fee back if you have them do the work when they are increase the price of their parts so much that they get their amount of the diagnostic fee back in quadruple fold! Give me a break they are a company that doesn't stand by their work and sets you up for needing unnecessary costs in the futureThey can tout their years in business all they want , they use scare tactics with their customers tooI know of one person already that knows of this experience that was considering them for an extensive job that went elsewhere because of how they handled this So they have already lost a potential job that would have been thousands in revenue for them So keep treating your customers unfairly and ripping them off Your years in business will come to end , because believe it or not there are some honest heating and cooling businesses out there And you are definitely not one of them Your arrogant lack of customer service will catch up with you for sure!Regards,*** ***

We are writing in response to the complaint filed for * *** *** *** *** ** *** (complaint #***)The customer located at the above address has a Rheem furnace that was installed by our company in his new constructed home in November of Our company has performed no
maintenance or service for the HVAC system since the original installation dateThe customer is correct in stating that he contacted our on call / emergency service line on Thursday April 19, when his furnace was not operatingThe technician on call advised the customer during the phone conversation that the service would be performed at an overtime rate due to the request for service taking place after our company’s business hoursThe customer was explained that there would be a diagnostic fee for the service appointment and once the repair was recommended and approved, the diagnostic fee would be waived with the customer being then responsible for the repair costThe customer agreed and the technician was dispatched to the residenceUpon inspection of the furnace, the indoor blower motor was found to be faulty and in need of replacementThe customer was quoted for the repair and was also advised that our company would look into the possibility of the part being covered by the original manufacturer warrantyThe customer approved the repair and the technician removed and replaced the faulty indoor blower motorThe customer is also correct in stating the technician attempted to install the incorrect motor, the initial motor that was attempted to be installed was a replacement for the new style Rheem furnacesAfter the technician learned of his mistake, the technician went to his truck and retrieved a universal replacement motor for the furnace as per the existing motor specificationsThis motor is stocked by our company and many others as a replacement for the original motor supplied at the time of the furnace construction and is also authorized by the manufacturer (Rheem) as a certified replacement partThe motor was installed and the furnace was tested, the unit was found to be operational at the completion of the repairOnce the system was back up and running the technician provided the customer with the invoice showing the Flat Rate overtime price with sales tax for the repair, the customer signed the invoice, provided his credit card information and thanked the technician for the serviceThe customer was again advised that the credit card would not be charged until the office opened in the morning and the manufacturer warranty was checked to see if the part would be coveredThe customer was contacted on Friday morning and was advised that the manufacturer warranty had expired in and the charges given to and approved by the customer at the time of the service appointment would be charged to his credit cardTo state, our company works on a Flat Rate pricing systemThis price is a calculated price consisting of the diagnostic fee, repair labor, part price and part mark up percentage that is generated through a computer program utilized by our companyThe required information is placed into the program and the program generates the repair pricing based on these factorsWe provide all of our service vehicles with a binder showing the (3) categories of pricing for every service / repairThe (3) categories break down into “regular”, “overtime” and “preferred” pricingDepending on your previous business with our company will determine which category of pricing the repair cost will fall intoIf you hold a maintenance agreement with our company you are charged the preferred prices, if you call during business hours but do not have a maintenance agreement you are charged the regular rates and if you call after business hours and do not have a maintenance agreement with our company you are charged the overtime ratesThis customer is someone that has not done any previous business with our company and does not hold a maintenance agreement, therefore he was charged the overtime ratesWe are sorry the customer is unhappy with what he was charged, but he did approve the repairs and charges at the time of the service appointmentWe feel we have provided the customer with the services requested and the charges applied are justified. TRS Heating & Air Conditioning Inc

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Bottom line is this company never properly fixed the original problem . They just kept plugging parts in and saying it was a different issue, but the original problem never was resolved. And they charged extensive amounts of money for work that never resolved the problem and then further tried to convince me I needed to get a new furnace. Which , by the way, I absolutely DO NOT NEED at this time. As I stated before the part that fixed the problem cost less than $10 and the repair person that truly fixed the problem said the part he replaced should have been the first thing they checked based on what I was saying was happening with the furnace. How do they justify charging hundreds of dollars over the course of two repair visits all within less than two months and still didn't repair the original problem. I deserve a refund because they just kept plugging in random parts and charging me for it and none of it resolved the original issue. How does the Revdex.com Not do anything about this business treating a customer so unfairly? If they did their job properly why did I have another person come in who in one visit properly repaired the furnace and was beyond reasonable with the cost. How do they get to rip off customers and run away from their poor work and their poor customer service and keep a dissatisfied customers money? I deserve a refund because they never properly fixed the problem I contacted them for in the first place.Regards,[redacted]

As we have stated, the work done for the customer was justified and TRS considers the mater closed.

We are writing in response to the complaint filed for [redacted] (complaint #[redacted]). The customer located at the above residence has a [redacted] furnace from 2003 that was installed by another company. Our service history started with the customer on 06/07/2010 when...

the customer contacted our company for the a/c system not operating. It was found that the low voltage wire from the indoor unit to the outdoor unit was faulty / pinched. The wire was replaced and the system was operational at the completion of the service appointment. The customer then contacted our company on 04/18/2011 with a no heat issue. This service call was the first time our company had worked on the furnace. At the time of the service call it was noted that the hot surface igniter for the furnace was faulty. The customer was informed of the findings and the recommendation to replace the hot surface igniter. The customer accepted the recommendation and the igniter was replaced making the furnace operational at the completion of the service call. We then did not receive any requests for service or maintenance from 2011 until 11/25/2015 when the customer called with a no heat issue. At the time of this service call the technician arrived to find the furnace operating and heating the residence. The system was inspected and tested with no definite cause for the no heat issue found. The technician recommended the replacement of the hot surface igniter and flame sensor for the furnace due to the condition and age of the components (over 3 years old). The customer accepted the technician’s recommendations and the components were replaced. The system was again operational at the completion of the service appointment. We then received a request for service from the customer on 01/12/2016 stating that the furnace was not working. At the time of the service request it was explained to the customer that there would be a diagnostic charge for the service call, but if found to be related to the previous appointment the diagnostic fee would be waved. The customer agreed and the appointment was scheduled for the same day. At the arrival of the technician on 01/12/2016 it was found that the wheel of the draft inducer assembly was stuck in place rendering the inducer assembly inoperable and causing the no heat issue. The draft inducer assembly was removed and the wheel was freed. The existing component was re-installed into the furnace and the system was found operational. The technician recommended the replacement of the inducer assembly and the customer declined the repair. The technician left the residence with the system operating and contacted the service manager to inform him of the findings. He also noted that the customer was extremely unhappy that she was charged for the service call and would be contacting the office. The service manager placed a phone call to the customer after speaking with the technician but was only able to leave a message as the customer did not answer the call. The customer did not return the message from the service manager until the following day on 01/13/2016. During the conversation between the customer and service manager it was explained that the charges were due to the fact that the problem found was not related to any previous issue, the furnace was operating after the technician left the residence and that this service request was made 7 weeks after the last appointment. The service manager offered to visit the residence at no charge to the customer to inspect the technician’s findings and discuss the situation further. The customer declined the offer and hung up the phone ending the conversation. At this time we stand by the charges to the customer and are sorry that they are not happy with the results of the service appointments. We would hope that the customer understands that they have a 13 year old furnace that requires annual maintenance and failure to perform that maintenance will result in further operational issues for the customer. TRS Heating and Air Conditioning Inc.