We are only allowed to service the requested item from the warranty companyOur service manager went to the customers home after hours yesterday and did not bill the customer or the warranty companyThe customer agreed to the appointment and is now also requesting additional quotesThe evap coil can't be repaired and must be replaced due to it's leaking FreonThe customer contacted us this morning and I explained that we are waiting on the warranty company to provide us with the approval amountThe customer stated thank you and that they would wait on our reply I'm beyond confused as to how we are harassing this customerAt this point, we will wait on the customers response to this complaint before we proceed further
We arrived to the customers home on 05/30/for a service call for [redacted] We were prepared to conduct an electronic leak search to determine the location of the Freon leakThis is procedure for locating a leakPer [redacted] the customer is required to pay for Freon to locate the leakWe only need to add enough Freon to find the leak and the amount that is needed is what the customer would be responsible for payingThe customer refused the Freon cost, so therefor we weren't able to complete the repairWe were dispatched from [redacted] on 06/25/to return to the customers homeAt that time we still didn't receive approval from [redacted] or the customer to cover the complete cost to conduct a leak search either electronically or using a dye pack As a company someone would have to pay us to complete a dye pack leak searchWe cant purchase the supplies and conduct the search without collecting payment from either the customer or [redacted] At this time we have not received approval from the customer or [redacted] to cover the complete cost involved for either leak serach As soon as someone agress to pay for the leak search, we will be more than happy to return to the home to complete the diagnosis
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.
Guaranteed Services chooses to continue to blame me for them being unable to fix my A/C from the period of July-October when another contractor was able to have it running smoothly in two days*** offered to take over supplying a fan blade after I waited two weeks in 90-degree heat for Guaranteed Services to supply the part and they still did not know if the item had shipped or if it was even in this countryThey had no tracking code and stated it was a rare partThe new contractor found this "rare" part locally, the same day however which I thought was interestingThen when *** did send the part, Guaranteed Services lost it and ended up installing a part they cut down and tried to get to fit, but it didn't, and the unit never worked after thatthat is when Guaranteed Services could not be reached by myself or my home warranty company, and they finally permitted me to have a new service providerI have attached photos of the fan blade which was roughly cut down even though units require a certain size and the blades have a pitch specific to that sizeSimply cutting it to fit does not work and is not done in this industryIt can burn out the motor, causing further damage to the unit and a safety's hazardI also posted a picture of the last work order which shows he claimed to have replaced the fan motor and blade, and the job is complete, to this company's low standards anyway.
Regards,
*** ***
Guaranteed Services did receive a work order through *** *** *** warranty on 7/24/We responded to the order and scheduled Mrs*** for 7/25/when the tech arrived he found that dual capacitor was weak therefore it was replace and also the condensing coil was extremely dirty and
filter was dirty as wellThe tech cleaned the condenser coil and instructed the homeowner to change her filterHe then checked refrigerant levels finding everything to be in working orderWe did not receive there recall wor order from *** until 8/19/which was a Friday evening after the office had closed and we are not open Sator Sun therefore she was attempted to be contacted Mon morning 8/22/2016 with no response until the following day 8/23/2016.At this point we scheduled Mrs*** for 8/25/when arriving the tech found a faulty capacitor and replaced itThe unit was once again in working order when he left the property*** sent another work order out on 8/26/and we sent another tech out the same day to take care of them immediately (Same day) as a courtesy due to the inconvience of having another issueAt this time the tech found that the CFM had gone out and informed the homeowner the part would have to be approved through *** and orderedWhen the part did arrive our office tried on several occasions to sch.,with no response .Our phone records indicate the dates are as follows for attempts to contact to sch: 8/29/2016...10;00am 8/29/3;00pm we did finally get an answer on 8/30/and sent a tech out to replace the motorThe tech notated that the unit was cooling but recommended to the warranty company that a blade be replaced as well for precautionary measures Once that was approved through *** the blade was ordered ,however it was not in stock so there was a week waiting period for it to be shippedThe homeowner called *** upset that there was a wait on the part so *** contacted us (Guaranteed Services) with orders to cancel our order because they were doing a part search for the homeowner, per her requestWe then had to wait for *** to locate the part and ship it directly to usHowever in the confusion of having the fan blade that was purchased by Guaranteed Services in the office and then returned Mrs.*** was sch.for 10/17/It was then we realized that the blade *** was sending had not arrived yetWe contacted Mrs.*** to inform her it had not yet came in and she insisted e come out anyway as she felt there was another issueWe did go back out and find that the CFM had burned out and we replaced it while we were there but let her know we still had to wait for the blade to come in.(per her request to stop our order and let *** order for her)We did try to schto replace the blade when it arrived bt she refused our services ,stating she was having another company come out. Unfortunately there are ses that parts are out of stock and there is a wait timead Mrs *** not stopped our part order ,this would have been resolved in a more timely mannerWe are extremely sorry for any inconvience to the said customer of *** and are more than willing to go back to the property and replace the blade that *** has shipped
We are only allowed to service the requested item from the warranty company. Our service manager went to the customers home after hours yesterday and did not bill the customer or the warranty company. The customer agreed to the appointment and is now also requesting additional quotes. The evap coil...
can't be repaired and must be replaced due to it's leaking Freon. The customer contacted us this morning and I explained that we are waiting on the warranty company to provide us with the approval amount. The customer stated thank you and that they would wait on our reply. I'm beyond confused as to how we are harassing this customer. At this point, we will wait on the customers response to this complaint before we proceed further.
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12234670, and find that this resolution is satisfactory to me.
Regards,
Shirley Johnson
It is of the utmost importance to us that we provide each customer with excellent customer service. We are very sorry that the customer had a bad experience with one of our employees. We will address this situation with the employee.
We arrived to the customers home on 05/30/2016 for a service call for [redacted] We were prepared to conduct an electronic leak search to determine the location of the Freon leak. This is normal procedure for locating a leak. Per [redacted] the customer is required to pay for...
Freon to locate the leak. We only need to add enough Freon to find the leak and the amount that is needed is what the customer would be responsible for paying. The customer refused the Freon cost, so therefor we weren't able to complete the repair. We were dispatched from [redacted] on 06/25/2016 to return to the customers home. At that time we still didn't receive approval from [redacted] or the customer to cover the complete cost to conduct a leak search either electronically or using a dye pack. As a company someone would have to pay us to complete a dye pack leak search. We cant purchase the supplies and conduct the search without collecting payment from either the customer or [redacted] At this time we have not received approval from the customer or [redacted] to cover the complete cost involved for either leak serach. As soon as someone agress to pay for the leak search, we will be more than happy to return to the home to complete the diagnosis.
We are beyond sorry regarding the ongoing issue with the AC. Our technicians are required to have ladders on the service van. The technician who provided service to this home is no longer with our company. We will refund the customer the $200 and mail the check out today.
We are only allowed to service the requested item from the warranty companyOur service manager went to the customers home after hours yesterday and did not bill the customer or the warranty companyThe customer agreed to the appointment and is now also requesting additional quotesThe evap coil can't be repaired and must be replaced due to it's leaking FreonThe customer contacted us this morning and I explained that we are waiting on the warranty company to provide us with the approval amountThe customer stated thank you and that they would wait on our reply I'm beyond confused as to how we are harassing this customerAt this point, we will wait on the customers response to this complaint before we proceed further
We arrived to the customers home on 05/30/for a service call for [redacted] We were prepared to conduct an electronic leak search to determine the location of the Freon leakThis is procedure for locating a leakPer [redacted] the customer is required to pay for Freon to locate the leakWe only need to add enough Freon to find the leak and the amount that is needed is what the customer would be responsible for payingThe customer refused the Freon cost, so therefor we weren't able to complete the repairWe were dispatched from [redacted] on 06/25/to return to the customers homeAt that time we still didn't receive approval from [redacted] or the customer to cover the complete cost to conduct a leak search either electronically or using a dye pack As a company someone would have to pay us to complete a dye pack leak searchWe cant purchase the supplies and conduct the search without collecting payment from either the customer or [redacted] At this time we have not received approval from the customer or [redacted] to cover the complete cost involved for either leak serach As soon as someone agress to pay for the leak search, we will be more than happy to return to the home to complete the diagnosis
We are again very sorry for the delay
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.
Guaranteed Services chooses to continue to blame me for them being unable to fix my A/C from the period of July-October when another contractor was able to have it running smoothly in two days*** offered to take over supplying a fan blade after I waited two weeks in 90-degree heat for Guaranteed Services to supply the part and they still did not know if the item had shipped or if it was even in this countryThey had no tracking code and stated it was a rare partThe new contractor found this "rare" part locally, the same day however which I thought was interestingThen when *** did send the part, Guaranteed Services lost it and ended up installing a part they cut down and tried to get to fit, but it didn't, and the unit never worked after thatthat is when Guaranteed Services could not be reached by myself or my home warranty company, and they finally permitted me to have a new service providerI have attached photos of the fan blade which was roughly cut down even though units require a certain size and the blades have a pitch specific to that sizeSimply cutting it to fit does not work and is not done in this industryIt can burn out the motor, causing further damage to the unit and a safety's hazardI also posted a picture of the last work order which shows he claimed to have replaced the fan motor and blade, and the job is complete, to this company's low standards anyway.
Regards,
*** ***
Guaranteed Services did receive a work order through *** *** *** warranty on 7/24/We responded to the order and scheduled Mrs*** for 7/25/when the tech arrived he found that dual capacitor was weak therefore it was replace and also the condensing coil was extremely dirty and
filter was dirty as wellThe tech cleaned the condenser coil and instructed the homeowner to change her filterHe then checked refrigerant levels finding everything to be in working orderWe did not receive there recall wor order from *** until 8/19/which was a Friday evening after the office had closed and we are not open Sator Sun therefore she was attempted to be contacted Mon morning 8/22/2016 with no response until the following day 8/23/2016.At this point we scheduled Mrs*** for 8/25/when arriving the tech found a faulty capacitor and replaced itThe unit was once again in working order when he left the property*** sent another work order out on 8/26/and we sent another tech out the same day to take care of them immediately (Same day) as a courtesy due to the inconvience of having another issueAt this time the tech found that the CFM had gone out and informed the homeowner the part would have to be approved through *** and orderedWhen the part did arrive our office tried on several occasions to sch.,with no response .Our phone records indicate the dates are as follows for attempts to contact to sch: 8/29/2016...10;00am 8/29/3;00pm we did finally get an answer on 8/30/and sent a tech out to replace the motorThe tech notated that the unit was cooling but recommended to the warranty company that a blade be replaced as well for precautionary measures Once that was approved through *** the blade was ordered ,however it was not in stock so there was a week waiting period for it to be shippedThe homeowner called *** upset that there was a wait on the part so *** contacted us (Guaranteed Services) with orders to cancel our order because they were doing a part search for the homeowner, per her requestWe then had to wait for *** to locate the part and ship it directly to usHowever in the confusion of having the fan blade that was purchased by Guaranteed Services in the office and then returned Mrs.*** was sch.for 10/17/It was then we realized that the blade *** was sending had not arrived yetWe contacted Mrs.*** to inform her it had not yet came in and she insisted e come out anyway as she felt there was another issueWe did go back out and find that the CFM had burned out and we replaced it while we were there but let her know we still had to wait for the blade to come in.(per her request to stop our order and let *** order for her)We did try to schto replace the blade when it arrived bt she refused our services ,stating she was having another company come out. Unfortunately there are ses that parts are out of stock and there is a wait timead Mrs *** not stopped our part order ,this would have been resolved in a more timely mannerWe are extremely sorry for any inconvience to the said customer of *** and are more than willing to go back to the property and replace the blade that *** has shipped
We are only allowed to service the requested item from the warranty company. Our service manager went to the customers home after hours yesterday and did not bill the customer or the warranty company. The customer agreed to the appointment and is now also requesting additional quotes. The evap coil...
can't be repaired and must be replaced due to it's leaking Freon. The customer contacted us this morning and I explained that we are waiting on the warranty company to provide us with the approval amount. The customer stated thank you and that they would wait on our reply. I'm beyond confused as to how we are harassing this customer. At this point, we will wait on the customers response to this complaint before we proceed further.
[A default letter is...
provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12234670, and find that this resolution is satisfactory to me.
Regards,
Shirley Johnson
It is of the utmost importance to us that we provide each customer with excellent customer service. We are very sorry that the customer had a bad experience with one of our employees. We will address this situation with the employee.
We arrived to the customers home on 05/30/2016 for a service call for [redacted] We were prepared to conduct an electronic leak search to determine the location of the Freon leak. This is normal procedure for locating a leak. Per [redacted] the customer is required to pay for...
Freon to locate the leak. We only need to add enough Freon to find the leak and the amount that is needed is what the customer would be responsible for paying. The customer refused the Freon cost, so therefor we weren't able to complete the repair. We were dispatched from [redacted] on 06/25/2016 to return to the customers home. At that time we still didn't receive approval from [redacted] or the customer to cover the complete cost to conduct a leak search either electronically or using a dye pack. As a company someone would have to pay us to complete a dye pack leak search. We cant purchase the supplies and conduct the search without collecting payment from either the customer or [redacted] At this time we have not received approval from the customer or [redacted] to cover the complete cost involved for either leak serach. As soon as someone agress to pay for the leak search, we will be more than happy to return to the home to complete the diagnosis.
We are beyond sorry regarding the ongoing issue with the AC. Our technicians are required to have ladders on the service van. The technician who provided service to this home is no longer with our company. We will refund the customer the $200 and mail the check out today.