Thank you for sending us Mr***'s feedback regarding the technician who replaced his thermostatI regret any inconvenience he's been caused.At this time, our trucks are supplied only with the equipment shipped by the manufacturerWhile it is possible to obtain a conversion plate for the
non-programmable digital thermostat Mr*** selected, it is not included in with the device from the manufacturer and does not go out on the truckWe value our clients' feedbackDepending on demand and truck capacity, this may changeIn the meantime, we will do our best to ensure Mr***'s satisfaction in our performanceI am arranging to have a technician come out to install a conversion plate with no additional service fee.Warm regards,Theresa B***Customer Resolutions Specialist
Thank you for providing us with the opportunity to address Ms*** concerns regarding her claim under ***I’m sorry that shefelt the need to take this step and will do what I can to bring this matter to a satisfactory resolutionI regret that she was not aware of the terms and
limitations of the Warranty prior to purchaseThe terms and limitations can be found in our promotional literature both online and in hard copyI understand that a hard copy of the Warranty Contract is on its way to herA soft copy is attached to this message Every Home Warranty has limitations on coverage and our limitations are standard for the industryWith NRG Home Services, to be eligible for coverage replacement units must meet the following criteria as described in Section 5: General Exclusions: (a) they are installed at the Covered Property at the start of this contract, (b) they are in good working condition at the start of the contract, (c) they are easily accessible, (d) they failed due to a mechanical malfunction, (e) they become inoperative from wear and tear, (f) are classified by the manufacturer as residential, (g) are not covered by a manufacturer, distributor, builder or extended warranty, or by Your homeowner’s insurance policy, and (h) are reported in need of repair during the term of this contract.” As stated in the Contract under Section 5: General Exclusions The unit requiring replacement due to mechanical failure in the case of Ms***' AC Claim was determined to be the condenserNRG Home Services is not responsible for the evaporator coil, as it is not experiencing failureIt requires replacement to be compatible with the covered condenser Under Section 8: AC & Heating in the Contract it is disclosed, “Additionally, items required to make Your existing equipment compatible with newly replaced covered equipment are not covered.” To make sure there is no confusion about the non-covered items as excluded by the Contract, I will list them out with a thorough explanation of the exclusion and where it can be found in the Contract Condenser NCI Non-Covered Item Exclusion Contract Location Preparing the existing area for new equipment Making the work site accessible to install the new equipment (This can be a variety of things including removing fencing or landscaping) Section 8: Seasonal Checkups + 10% Off Repairs Examples of items not covered by this contract are: recharging or replacing refrigerant, providing access to equipment, cleaning evaporator coils or furnace burners, filters, cleaning electronic filters, cleaning water heaters (tank or tankless), cleaning ice makers and other noncustomary maintenance servicesA checkup does not imply a warranty of the equipment’s performance at the time of service or in the futureReplacement of the electrical disconnect whip Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsRefrigerant recovery (as required by the EPA)* Regulatory requirement Section 8: Central AC & Heating “Examples of items not covered by this contract are: window/portable units, chillers/boilers, gas AC systems, solar, geothermal, radiant heat, glycol, hydronic, steam, oil/diesel, chimney/fireplace/flue/vent, humidifiers, electronic air cleaners/filters, electronic management/zone/damper/timer systems, transitions/plenums, SEER+/90%+ efficiency equipment (replaced with builder standard), two-speed blowers (replaced with builder standard), drain pans, nonducted wall units, refrigerant recapture/pump down, locating leaks and poorly designed/improperly sized systems.” Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsRemoval and reinstallation of low voltage wiring Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsR-Line set flush* Hazardous materials Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsReplacement of the filter line drier* Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsInstallation of the condenser slab Code Requirement (condenser slab must be evaluated and possibly replaced to meet current standards) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsProper disposal of old equipment (as required by the EPA) Disposal, Regulatory Requirement Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsVacuum and purging contaminants from system* Hazardous materials that potentially damage the new system Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsRefrigerant fill up* Recharging or replacing refrigerant Section 8: Seasonal Checkups + 10% Off Repairs Examples of items not covered by this contract are: recharging or replacing refrigerant, providing access to equipment, cleaning evaporator coils or furnace burners, filters, cleaning electronic filters, cleaning water heaters (tank or tankless), cleaning ice makers and other noncustomary maintenance servicesA checkup does not imply a warranty of the equipment’s performance at the time of service or in the future Evaporator Coil NCI Non-Covered Item Exclusion Contract Location Preparing the existing area for new equipment Making the work site accessible to install the new equipment (Anything from clearing small items from the path of the system to providing platforms to safely stand on during work) Section 8: Seasonal Checkups + 10% Off Repairs Examples of items not covered by this contract are: recharging or replacing refrigerant, providing access to equipment, cleaning evaporator coils or furnace burners, filters, cleaning electronic filters, cleaning water heaters (tank or tankless), cleaning ice makers and other noncustomary maintenance servicesA checkup does not imply a warranty of the equipment’s performance at the time of service or in the futureRefrigerant recovery (as required by the EPA)* Regulatory requirement Section 8: Central AC & Heating “Examples of items not covered by this contract are: window/portable units, chillers/boilers, gas AC systems, solar, geothermal, radiant heat, glycol, hydronic, steam, oil/diesel, chimney/fireplace/flue/vent, humidifiers, electronic air cleaners/filters, electronic management/zone/damper/timer systems, transitions/plenums, SEER+/90%+ efficiency equipment (replaced with builder standard), two-speed blowers (replaced with builder standard), drain pans, nonducted wall units, refrigerant recapture/pump down, locating leaks and poorly designed/improperly sized systems.” Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsAir handler stands/Hanging kit Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsReplacement of the filter line drier* Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsHardcasting/Seal ducting to the new unit Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsEmergency float switch installation Safety issue/Modification/Code Requirement Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsProper disposal of old equipment (as required by the EPA) Disposal/Regulatory Requirement Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsVacuum and purging contaminants from system* Hazardous materials that potentially damage the new system Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsRefrigerant fill up* Recharging or replacing refrigerant Section 8: Seasonal Checkups + 10% Off Repairs Examples of items not covered by this contract are: recharging or replacing refrigerant, providing access to equipment, cleaning evaporator coils or furnace burners, filters, cleaning electronic filters, cleaning water heaters (tank or tankless), cleaning ice makers and other noncustomary maintenance servicesA checkup does not imply a warranty of the equipment’s performance at the time of service or in the future *Denotes items that are included only once per system whether one or both units are replaced I apologize for the inconvenience, but I am unable to provide an itemized price-list of non-covered itemsNRG Home Services provides the same competitive, predictable flat-rate pricing to both Retail and Warranty clientsThe flat-rate pricing is based on market research determining how much it would cost us, including non-covered items, to do all the work necessary to prepare, install, and remediate after installation, on averageFrom this, the estimated cost of materials and labor to mount covered replacement components is deducted to result in the out-of-pocket for non-covered itemsThis research is proprietary information, and we do not disclose it to protect our competitive advantage NRG Home Services guarantees our retail pricing for DaysIf a client finds a better price for comparable work, we will refund the difference, even after installationI have attached another document providing details on the guaranteeFrom this we have deducted the cost of materials and labor to mount a replacement condenser in the amount of $As a gesture of goodwill, Management has authorized an additional discount in the amount of $1276, leaving Ms*** with only $to pay for a new cooling system with a year parts/labor warrantyFor a warranty plan that was included with her mortgage and for which NRG Home Services was paid $395.00, this is a value of $on one claim aloneWe have also offered to reimburse Ms*** $on an earlier AC claim and offered a cash out in the amount of $for her dishwasher in April NRG Home Services has met our obligation under the Warranty, and went beyond our obligation to provide Ms*** with an affordable solution for her cooling system problemsIt is unlikely that I will be able to offer more, considering it has already cost us more to service this warranty than we received in Premiums for the year, but I will discuss this situation with Marc Fowler, Service Manager, in case there is something we’ve overlooked Thank you for taking the time to read this lengthy address,Theresa ***Customer Resolutions Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID* ***, and have determined that this proposed action would not resolve my complaint NRG Home Services admits that they were not able to perform the service. However, they fail to recognize that on multiple occasions they promised to complete the service. They coupled the refund with the completion of the service when the refund was offered. One of their representatives referred to the refund as a “first step”. From February to May, NRG Home Services attempted to complete the job as promised but was unable to due to a license issue As seen in Attachment 1, Roxana T*** states the following:“I spoke to my Operations manager, and we all collectively agreed that a full refund of the $for the termite treatment, as well as the initial inspection of $was the first stepYou paid with a credit card, so we will be refunding that same credit card. Secondly, I know you had concerns with the closets not being sprayed, and the holes not being patched properly, as well as questions about the garage area that was treatedI would like to send a Pest Specialist out there to answer any and all questions, and take care of any additional items left unfinished. If you are available today, or at this point anytime you need, I will gladly schedule youMy direct line is ***, please do not hesitate to call me at your earliest convenience. I know this process hasn’t been pleasant for you, to say the least, but my job is to ensure you are at the very least satisfied with the resolution we are providing for you, and despite the delay in getting one to you, I hope we can finally finish this job and get you taken care of.”She indicated that the refund was the first step in making this right and verbally confirmed that the NRG Home Services would still honor the contract. She goes on to acknowledge the holes not being patched properly and the other areas that were not treated and that there were items left unfinished. She closes by saying that she wants to “finish this job and get you taken care of.” This is not the communication from a company that was simply refunding the transaction amount, and the subsequent actions show that NRG Home Services intended to continue to honor the original contract and complete the job. For example, on On March 2, 2016, NRG Home Services sent Judy L*** to inspect the work and note the areas that were not sprayed originally. This was NRG Home Services ***. In this, Judy noted that the exterior windows failed inspection Another example of NRG Home Services commitment to complete the service is seen in March in Attachment 2, Roxana T*** states the following on March 3, 2016:“As we mentioned before, due to out (sic) termite license process being on hold (one of the reasons we refunded your payment, amongst other reasons of course), it will take about weeks for us to be able to return and complete the treatmentIf for whatever reason, we get the license issues straightened out before the weeks, I will call you immediately to set it up.”This willingness to complete the original service was still seen in May. A follow up appointment was scheduled for May 13th. On May 13th, a call was received from Robert K*** by Selma *** at 3:30pm. MrK*** indicated that NRG Home Services did not possess the license required to perform the service and consequently could not complete the job. MrK*** stated that another company (*** *** ***) would complete the job at no charge to her.It wasn’t until June that NRG Home Services asserted that they would not pay for the additional treatment required to complete the job as they promised in email on February 19th NRG Home Services is unable to complete the service as promised on February 19th and March 3rd due to their continued issues with the license. Therefore, the only way to complete the job is to have a licensed treatment company complete the work. This is why we are requesting $1677.88.Alternatively, we would ask NRG Home Services restore our home to the original state before they drilled the holes into the wall. This would require spackling and repainting all of the interior walls as these were damaged as part of the termite treatment process. This would restore us to the original state.Regards,*** ***
My name is James ***, I am
the HVAC manager for NRG Home Services in Houston Texas
I would like to respond to a
complaint lodged against our company by Ms*** ***Revdex.com complaint #
***
To her 1st point, that we
should provide her with our proprietary information in regards
to what our
parts, labor, vehicle expense, and various other expenses are, related to our
cost of doing business; no company will ever publish this information to the
public at large due to obvious competitive reasonsOur competitors would
certainly relish the opportunity to obtain such information
To her 2nd point, that our
field supervisor AG, rudely instructed her to contact the Revdex.com and file a claim
against us is incorrectWe record all phone calls here as a quality control
measure, to ensure that all of our clients are treated fairlyUpon review of
the conversation in question, no such statement was ever made by AGOn the
contrary, Ms*** threatened AG with Revdex.com action if he did not refund all of
her moneyShe further accused us of price gouging and threatened to contact
the State Attorney Generals OfficeThis was threatened, despite the fact that our
Tech presented the pricing to her husband prior to doing the work
Mrs***’s husband signed
the work order and paid the ticket after the work was completed. At any point during the
process, the client could have chosen to reject our offer to perform the work
and procured other estimates, but chose not to
The client during the phone
conversation, furthermore, made the statement that she did not know whether or
not her unit was working properly and would nevertheless call us out on a
weekly basis in retaliation for her perceived price gouging, and warned us to
get ready what she was going to do to usAgain this is all captured on a
recorded phone line verbatim
In closing, our position is that
our tech performed a proper diagnosis, at a pre agreed upon price out of his
price book and applied the appropriate Allied Home warranty declared coverage
We did not price gouge or
treat this customer disrespectfully at any point, and do not frankly understand
what her issues are with our Company, other than she feels our prices are too
high, which historically they have been shown to be well within the market
range of all of the other substantial
Companies in the region
In addition, we offer a
low price match guarantee as long as the competing Company falls within the
guidelines of a store front business and several other qualifying criteria such
as parts, licenses, written estimates etc
Sincerely,James ***
HVAC Manager
Houston Division
NRG Home Services
[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 *** and find that this resolution would be satisfactory to me
Thank you for bringing Ms***'s complaint to our attentionI regret that I'm unable to comply with her request that we reimburse her for work performed by ***We freely accept that we were unable to complete the services we offered, and we have issued a full refund, even though our
technician did some work at Ms***'s propertyWhen a company is unable to satisfy a client’s request for services, it is generally accepted that the company’s responsibility is limited to the funds the client paid for those servicesFor example, if you purchase a sweater from a department store, you should have the right to return that sweater for a full refundYou would not normally expect the store to then purchase another sweater from their competitor for the clientSuch compensation would be considered extraordinary and unnecessaryFurthermore, I can find no record on Ms***’s contract that we had offered to pay for another contractor to perform servicesI regret the inconvenience, and if Ms*** can produce evidence that we had made such an offer, I would be happy to re-address this matterHowever, at this time I cannot find sufficient support to comply with her request for additional compensation in the amount of $Sincerely,Theresa B***
Revdex.com:
This letter is to inform you that My home warranty company, *** *** ***, has reached out to me and reimbursed me my payment for the repairs They are taking steps to correct the way NRG treats their customers and are evaluating if they want to continue to
use them for their warranty customers or not NRG has never reached out to me but because *** has, this issue is resolved *** *** *** has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/3/and assigned ID ***
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Sent: Wednesday, October 26, 8:AM Subject: #*** -AC Unit at *** ***Theresa,In my last attempt to resolve this conflict I am stating my final offer. I will cover the cost of the coil replacement at $1500. All other expenses are to be paid by NRG as warranted under the contract.The unit will be fixed possibly Tuesday of next week. I am only making this concession for the occasion that NRG would honors its contract in part. In my interpretation I understand that NRG will repair or replace any unit that is covered by the warranty for the service fee which is being quoted to me by other home warranty outfits. I further understand that the condenser is covered in full because the equipment is required by law which is the exception your company states as being covered.In the event that I am required to pay for this repair in full while waiting on NRG to honor the contract note that I will come after my money in a court of law for reimbursement in full for any and all incurred expenses for breach of contract.At that time we can see how the contract is interpreted by outsiders. I personally have been informed what it will cost and feel NRG is being deceitful and unfair to its obligation under the contract. Sincerely,*** ***
Thank you for handling this matter and I appreciate receiving a response from the Company It is unfortunate that I had to bring it to the Revdex.com (my first time utilizing this system) however we did not receive a response from the Company until after doing so It is also unfortunate they chose to respond in the manner in which they did Not only does it include irrelevant and misstated facts regarding the situation but there is no sense of responsibility nor regard for customer service I feel other consumers should be made aware of such situations when looking for Companies to service their needs For a Company that takes great care to ensure their service technicians are highly qualified and takes all claims of mishandling by technicians very seriously, as stated in their response, it is disappointing to see how that was not done in our caseI can only hope they take the necessary measures to rectify that for future customers And yes, they were unable to establish liability for damage but were provided with several opportunities Thank you again for your time and assistance and we wish the best for our future too.*** ***
I do have one correction to Ms***'s summary of our offerHer Warranty benefit of $brought her out of pocket on a condenser/coil combination to $An additional discount authorized by management in the amount of $reduced her responsibility to $This brings the benefit on her claim to $Please see the attached estimate for details.If Ms*** has any further questions, she has my contact information as well as that of Gloria DeLeonThank you,Theresa ***Resolutions Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Thank you very much for notifying us of Ms***’ concernsWe are sorry that she found it necessary to bring this matter to the Revdex.com and have reached out to her for resolution
We were first notified that Ms*** needed assistance at 5:PM on Saturday, August 8,
The Home Maintenance Plan, which extended the labor warranty on Ms***’ installation from one year to as much as three, is a subscription program that must be renewed annually to remain in effectAfter the first year, the client did not renew the plan; therefore there was no labor warranty in effect when she called for service
It is true that the agent she spoke with at that time was unable to verify this information at the time of the initial service callThis is due to the fact that our database had been completely replaced in 2014, and while most of the information from our old system carried over into the new program, history regarding the client’s Home Maintenance Plan was notAccess to that information required the presence of a manager with an active login to the legacy database, and none would be available until our administrative offices opened again the following Monday
It is documented that we received two calls from the *** family on Monday, August 10, The first time was before amThe agent who took Mr***’ call offered to call a managerThe client declined and insisted on immediate serviceThe agent then offered to place their request on the emergency call board; however, Mr*** refused this as it would incur an emergency fee of $to guarantee same-day serviceMr*** concluded that call by stating that he would contact another company to provide service
The second call came at 4:PM that dayMs*** requested again to speak to a managerHer information was forwarded to James *** to address her concernsWe apologize that her call was not returned as of the date of her complaint with the Revdex.com
We take great care to ensure that our service technicians are highly qualified and in compliance with all federal, state, and local regulatory guidelines for their service industriesOur terms of employment include ongoing training updates and supervision by a responsible master technicianWe take all claims of mishandling by our technicians very seriously
James *** has reached out to Ms*** to discuss the recent diagnosis of her AC systemEven though we were unable to establish liability for damage in this case, we are offering the requested reimbursement of $out of respect for the *** family’s time and inconvenience in this matterWe trust that this resolves their complaint and wish them the best for the future
Sincerely,NRG Home Services
Thank you for giving us the opportunity to address *** *** complaint to the Revdex.comWe have reached out to him and are working with NRG Home Services to bring this matter to a satisfactory resolution
*** *** *** provides coverage for any mechanical failures caused in
the course of use that result in operational failure of his HVAC systemIn order to qualify for coverage, the failure must be mechanical in nature and prevent the system from operatingThis means that there are many services that are not covered by the warranty; even if they are required to keep his system fully functionalWe have reviewed the terms and conditions of the warranty with him, and have reached an understanding regarding what *** *** *** will pay for and what would be his responsibility
On June 12, 2015, *** *** requested an AC Tune-up, which is a visual inspection of his system to ensure that it is running correctlyThe technician that was dispatched to perform the Tufound that there was an oily residue at the condenser, which can be the sign of a leakAs we have discussed with *** *** after reviewing the information he provided us from another technician, there is the possibility that there is some other explanation for the residue, and it merits further investigation
*** *** requested another technician be dispatched at no charge to do an evaluation of the system and NRG Home Services has agreedAt this time we are awaiting that technician’s findingsThere may be additional charges for any maintenance or specialty tests that are required for *** *** system; but he will not be charged a service fee for the evaluation
Best wishes,*** *** ***
Tell us why here...Thank you for the additional detailsIn the email of February 19, 2016, Roxana T*** stated, "I would like to send a Pest Specialist out there to answer any and all questions, and take care of any additional items left unfinished." It appears the the ***s have interpreted this to be an offer to pay for services, when in fact it was an offer for referral, to save them the trouble of shopping for a new companyWe did send a team at no charge to provide a quote for servicesI have not yet found sufficient documentation to obligate NRG Home Services to the payment of $I will do some additional investigation into this matterTo begin with, I will search our call logs for a recording of the conversation Mrs*** had with Robert K*** as he does not recall offering to pay for termite treatment in addition to the refund for our contractSecondly, I will want to verify how much of the damage to the home's interior would not have occured without our technician on the premises, if possibleIf I can find substancial support, I will review the request for remediation and additional reimbursement.My advice is that during this period, if they have not yet begun treatment with Orkin, that they do soEven if reimbursement is authorized, it would not come without proof of purchaseI appreciate the ***'s patience in this matter and provide an update to them no later than September 9, 2016.Thank you,Theresa B***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint at this time. , however I read ***'s response and yes I did
speak with *** *** *** and NRGThey both have agreed for NRG come out
and RE-INSPECT my unitsHowever it seems like they may be reluctant to admit that
either the technician who came to my home was either unqualified or he totally misdiagnosed
my AC UnitTheir response mention "an oily residue" which was not an
oily residue but only condensation (water) I feel that this was a huge mistake
on NRG's part and could have cost me $5000-to $unnecessaryI am also still
out $which I had to pay to another company to follow up after NRG***
also mention that I may accrue additional expense to do specialty testing and
maintenanceI would think that if my unit needs attention that could cause a
breakdown during the summer; they would make the repairs prior to it breaking
downI think *** said my contract will only cover a breakdown I have an agreement, which I pay for every
month, of $per breakdown and $10,per contractI guess this is really confusing....my
unit has to "breakdown" then they will spend up to $to fix it
but will not spend $to fix a problem before it breaks down, However before
I jump to conclusions, I am willing to allow NRG to send another technician and
review their findingsInspection is scheduled for July 31st between
9:00am - 11:00am
[Provide details of why you are not satisfied with this resolution.]
Regards,
Please accept our apologies if our initial response was insufficient to address *** *** concernsWe understand from hearing of his experience why he would question the qualifications of the technician who first looked at his HVAC system
Our service vendors undergo a rigorous vetting processThe technician who initially provided service, like all NRG technicians, has a valid license and is in good standing with the *** *** ** *** *** ***Nonetheless, the feedback *** *** provided has been reviewed with his manager to ensure that his experience won’t be repeated
*** *** also provided feedback on the second technician that NRG Home Services supplied, who conducted a thorough inspection of his system yesterday at no chargeHe provided routine maintenance and a complimentary minor repair to his wire terminal on the condenserApart from the low voltage on the capacitors that *** *** was already aware of, he found no major issues with the system*** *** reported that he was completely satisfied with the service
Regarding the coverage limitations, we would like to make clear that the program purchased through *** is a Warranty plan with specific terms and limitations, which were disclosed in the documentation *** supplied him when the service period beganIts purpose is not to supply or replace regular HVAC maintenance, but to help offset the cost of expensive repairs should the system experience a mechanical failure in the course of operation that affects its ability to function
As of our last contact with *** ***, he indicated that his concerns were resolved to his satisfactionAgain, we appreciate the time he has invested in this matter, and hope to be of service to him in the future
Thank you for giving me the opportunity to address *** ***’s concerns regarding his recent service visit from NRG Home ServicesI am sorry for any confusion he was caused regarding the work performed at his residence and the charges for that workNRG Home Services does not charge an hourly
rate for most servicesWe have determined a fair price based on the average cost of performing routine repairs and replacements
On April 24, 2015, I had the pleasure of speaking with *** *** regarding the replacement of his Thermal Expansion Valve (TXV) and explained our pricing structure for services*** *** had a *** system under manufacturer’s warrantyThe TXV was covered by that warrantyWhen a part is covered under manufacturer’s warranty, rather than charge an hourly rate for labor, NRG Home Services deducts 50% of the total cost of replacement from the standard flat rate feeThis is reflected in the $credit applied to the replacement on his invoice
Whenever a technician opens the unit, as was required in the replacement of the TXV, he must also replace a the liquid line drierThis is a manufacturer’s requirement, to prevent any debris that might have been caused in the course of the installation from causing damage to that system laterEven though it was necessary to replace this part, it was covered neither by *** nor by his home warranty companyWe charged a flat right of $for the installation of the part that we supplied
In the course of our conversation, *** *** brought up his doubts regarding our service technician’s diagnosisI fully understand his concern, and as a show of good faith we have extended the warranty on the labor and NRGHS-supplied part to six months
I trust that this matter has been resolved to his satisfaction; but should he require additional assistance, I hope that he will contact NRG Home Services directlyWe greatly value the trust of our clients and will do everything we can to meet his expectations
Sincerely,*** ***
[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 ***, and find that this resolution to be somewhat fair*** sent NRG back to my home to complete the inspection of my 2nd HVAC systemAfter a complete inspection of the unit that was first said needed replacement, the 2nd technician found the unit to be in good working conditionThe technician we very knowdlegabe and courteousHe also made a minor repair to a loose wire at no chargeHowever I have to reconsider if the home warranty is worth it to meThere were several items that needs some attention to insure my HVAC unit will not have a breakdown during these summer months The Capacitors was found to be below manufacturer specification (which is the #cause for most units to fail)The Capacitors that are needed for my unit is approx$20.00- $eachNRG charges approx$to replace each.....WOW!!!I have $per claim for breakdowns to my units BUT for *** to replace my capacitors, they inform me that my HVAC units has to fail before they can replace themI feel that I upgraded my coverage with *** for nothingI don't think that I want to wait for a complete failure before I make these repairsI also think that NRG's prices are ridiculous and well over inflatedI do appreciate the no charge follow up service but I don't think *** or NRG will be doing business at my home againThanks Revdex.com for helping with this complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
It doesn't matter what I say at this point I cancelled the warranty with Allied/NRG since they are the same people I have a new warranty company, that I could find a few good reviews on I guess it's my fault for not doing my due diligence in finding a reputable company! Read the reviews, they are all bad and now I know why!Very Unsatisfied Customer, along with every other customer Allied/NRG has!*** ***
Thank you for sending us Mr***'s feedback regarding the technician who replaced his thermostatI regret any inconvenience he's been caused.At this time, our trucks are supplied only with the equipment shipped by the manufacturerWhile it is possible to obtain a conversion plate for the
non-programmable digital thermostat Mr*** selected, it is not included in with the device from the manufacturer and does not go out on the truckWe value our clients' feedbackDepending on demand and truck capacity, this may changeIn the meantime, we will do our best to ensure Mr***'s satisfaction in our performanceI am arranging to have a technician come out to install a conversion plate with no additional service fee.Warm regards,Theresa B***Customer Resolutions Specialist
Thank you for providing us with the opportunity to address Ms*** concerns regarding her claim under ***I’m sorry that shefelt the need to take this step and will do what I can to bring this matter to a satisfactory resolutionI regret that she was not aware of the terms and
limitations of the Warranty prior to purchaseThe terms and limitations can be found in our promotional literature both online and in hard copyI understand that a hard copy of the Warranty Contract is on its way to herA soft copy is attached to this message Every Home Warranty has limitations on coverage and our limitations are standard for the industryWith NRG Home Services, to be eligible for coverage replacement units must meet the following criteria as described in Section 5: General Exclusions: (a) they are installed at the Covered Property at the start of this contract, (b) they are in good working condition at the start of the contract, (c) they are easily accessible, (d) they failed due to a mechanical malfunction, (e) they become inoperative from wear and tear, (f) are classified by the manufacturer as residential, (g) are not covered by a manufacturer, distributor, builder or extended warranty, or by Your homeowner’s insurance policy, and (h) are reported in need of repair during the term of this contract.” As stated in the Contract under Section 5: General Exclusions The unit requiring replacement due to mechanical failure in the case of Ms***' AC Claim was determined to be the condenserNRG Home Services is not responsible for the evaporator coil, as it is not experiencing failureIt requires replacement to be compatible with the covered condenser Under Section 8: AC & Heating in the Contract it is disclosed, “Additionally, items required to make Your existing equipment compatible with newly replaced covered equipment are not covered.” To make sure there is no confusion about the non-covered items as excluded by the Contract, I will list them out with a thorough explanation of the exclusion and where it can be found in the Contract Condenser NCI Non-Covered Item Exclusion Contract Location Preparing the existing area for new equipment Making the work site accessible to install the new equipment (This can be a variety of things including removing fencing or landscaping) Section 8: Seasonal Checkups + 10% Off Repairs Examples of items not covered by this contract are: recharging or replacing refrigerant, providing access to equipment, cleaning evaporator coils or furnace burners, filters, cleaning electronic filters, cleaning water heaters (tank or tankless), cleaning ice makers and other noncustomary maintenance servicesA checkup does not imply a warranty of the equipment’s performance at the time of service or in the futureReplacement of the electrical disconnect whip Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsRefrigerant recovery (as required by the EPA)* Regulatory requirement Section 8: Central AC & Heating “Examples of items not covered by this contract are: window/portable units, chillers/boilers, gas AC systems, solar, geothermal, radiant heat, glycol, hydronic, steam, oil/diesel, chimney/fireplace/flue/vent, humidifiers, electronic air cleaners/filters, electronic management/zone/damper/timer systems, transitions/plenums, SEER+/90%+ efficiency equipment (replaced with builder standard), two-speed blowers (replaced with builder standard), drain pans, nonducted wall units, refrigerant recapture/pump down, locating leaks and poorly designed/improperly sized systems.” Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsRemoval and reinstallation of low voltage wiring Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsR-Line set flush* Hazardous materials Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsReplacement of the filter line drier* Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsInstallation of the condenser slab Code Requirement (condenser slab must be evaluated and possibly replaced to meet current standards) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsProper disposal of old equipment (as required by the EPA) Disposal, Regulatory Requirement Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsVacuum and purging contaminants from system* Hazardous materials that potentially damage the new system Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsRefrigerant fill up* Recharging or replacing refrigerant Section 8: Seasonal Checkups + 10% Off Repairs Examples of items not covered by this contract are: recharging or replacing refrigerant, providing access to equipment, cleaning evaporator coils or furnace burners, filters, cleaning electronic filters, cleaning water heaters (tank or tankless), cleaning ice makers and other noncustomary maintenance servicesA checkup does not imply a warranty of the equipment’s performance at the time of service or in the future Evaporator Coil NCI Non-Covered Item Exclusion Contract Location Preparing the existing area for new equipment Making the work site accessible to install the new equipment (Anything from clearing small items from the path of the system to providing platforms to safely stand on during work) Section 8: Seasonal Checkups + 10% Off Repairs Examples of items not covered by this contract are: recharging or replacing refrigerant, providing access to equipment, cleaning evaporator coils or furnace burners, filters, cleaning electronic filters, cleaning water heaters (tank or tankless), cleaning ice makers and other noncustomary maintenance servicesA checkup does not imply a warranty of the equipment’s performance at the time of service or in the futureRefrigerant recovery (as required by the EPA)* Regulatory requirement Section 8: Central AC & Heating “Examples of items not covered by this contract are: window/portable units, chillers/boilers, gas AC systems, solar, geothermal, radiant heat, glycol, hydronic, steam, oil/diesel, chimney/fireplace/flue/vent, humidifiers, electronic air cleaners/filters, electronic management/zone/damper/timer systems, transitions/plenums, SEER+/90%+ efficiency equipment (replaced with builder standard), two-speed blowers (replaced with builder standard), drain pans, nonducted wall units, refrigerant recapture/pump down, locating leaks and poorly designed/improperly sized systems.” Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsAir handler stands/Hanging kit Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsReplacement of the filter line drier* Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsHardcasting/Seal ducting to the new unit Modification (defined as the replacement of components that have not failed to accommodate new equipment) Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsEmergency float switch installation Safety issue/Modification/Code Requirement Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsProper disposal of old equipment (as required by the EPA) Disposal/Regulatory Requirement Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsVacuum and purging contaminants from system* Hazardous materials that potentially damage the new system Section 10: Other Important Information NRG is not responsible for: upgrades (except for replacing covered AC condensers with federally mandated equipment with efficiency or refrigerant standards); modifications; after-hours or emergency fees; system efficiency; permits; code violations; manufacturer’s warranty or recall; homeowner’s insurance coverage; commercial-grade equipment; solar or geothermal equipment; noise, odor, leak or other specialty tests; costs to locate; portable equipment; hydro-jetting; failure to provide timely service; undersized systems; restoration; disposal; mold/mildew/bacteria/viruses; cosmetic defects; hazardous materials (or remediation of hazardous materials); electronic management systems; living expenses; fixtures; missing parts; visually detectable pre-existing conditions; acts of God; or for any incidental, indirect or consequential damages, injuries or lossesNRG is not responsible for work or costs required to comply with any federal, state or local laws, regulations, ordinances, building codes or zoning requirementsRefrigerant fill up* Recharging or replacing refrigerant Section 8: Seasonal Checkups + 10% Off Repairs Examples of items not covered by this contract are: recharging or replacing refrigerant, providing access to equipment, cleaning evaporator coils or furnace burners, filters, cleaning electronic filters, cleaning water heaters (tank or tankless), cleaning ice makers and other noncustomary maintenance servicesA checkup does not imply a warranty of the equipment’s performance at the time of service or in the future *Denotes items that are included only once per system whether one or both units are replaced I apologize for the inconvenience, but I am unable to provide an itemized price-list of non-covered itemsNRG Home Services provides the same competitive, predictable flat-rate pricing to both Retail and Warranty clientsThe flat-rate pricing is based on market research determining how much it would cost us, including non-covered items, to do all the work necessary to prepare, install, and remediate after installation, on averageFrom this, the estimated cost of materials and labor to mount covered replacement components is deducted to result in the out-of-pocket for non-covered itemsThis research is proprietary information, and we do not disclose it to protect our competitive advantage NRG Home Services guarantees our retail pricing for DaysIf a client finds a better price for comparable work, we will refund the difference, even after installationI have attached another document providing details on the guaranteeFrom this we have deducted the cost of materials and labor to mount a replacement condenser in the amount of $As a gesture of goodwill, Management has authorized an additional discount in the amount of $1276, leaving Ms*** with only $to pay for a new cooling system with a year parts/labor warrantyFor a warranty plan that was included with her mortgage and for which NRG Home Services was paid $395.00, this is a value of $on one claim aloneWe have also offered to reimburse Ms*** $on an earlier AC claim and offered a cash out in the amount of $for her dishwasher in April NRG Home Services has met our obligation under the Warranty, and went beyond our obligation to provide Ms*** with an affordable solution for her cooling system problemsIt is unlikely that I will be able to offer more, considering it has already cost us more to service this warranty than we received in Premiums for the year, but I will discuss this situation with Marc Fowler, Service Manager, in case there is something we’ve overlooked Thank you for taking the time to read this lengthy address,Theresa ***Customer Resolutions Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID* ***, and have determined that this proposed action would not resolve my complaint NRG Home Services admits that they were not able to perform the service. However, they fail to recognize that on multiple occasions they promised to complete the service. They coupled the refund with the completion of the service when the refund was offered. One of their representatives referred to the refund as a “first step”. From February to May, NRG Home Services attempted to complete the job as promised but was unable to due to a license issue As seen in Attachment 1, Roxana T*** states the following:“I spoke to my Operations manager, and we all collectively agreed that a full refund of the $for the termite treatment, as well as the initial inspection of $was the first stepYou paid with a credit card, so we will be refunding that same credit card. Secondly, I know you had concerns with the closets not being sprayed, and the holes not being patched properly, as well as questions about the garage area that was treatedI would like to send a Pest Specialist out there to answer any and all questions, and take care of any additional items left unfinished. If you are available today, or at this point anytime you need, I will gladly schedule youMy direct line is ***, please do not hesitate to call me at your earliest convenience. I know this process hasn’t been pleasant for you, to say the least, but my job is to ensure you are at the very least satisfied with the resolution we are providing for you, and despite the delay in getting one to you, I hope we can finally finish this job and get you taken care of.”She indicated that the refund was the first step in making this right and verbally confirmed that the NRG Home Services would still honor the contract. She goes on to acknowledge the holes not being patched properly and the other areas that were not treated and that there were items left unfinished. She closes by saying that she wants to “finish this job and get you taken care of.” This is not the communication from a company that was simply refunding the transaction amount, and the subsequent actions show that NRG Home Services intended to continue to honor the original contract and complete the job. For example, on On March 2, 2016, NRG Home Services sent Judy L*** to inspect the work and note the areas that were not sprayed originally. This was NRG Home Services ***. In this, Judy noted that the exterior windows failed inspection Another example of NRG Home Services commitment to complete the service is seen in March in Attachment 2, Roxana T*** states the following on March 3, 2016:“As we mentioned before, due to out (sic) termite license process being on hold (one of the reasons we refunded your payment, amongst other reasons of course), it will take about weeks for us to be able to return and complete the treatmentIf for whatever reason, we get the license issues straightened out before the weeks, I will call you immediately to set it up.”This willingness to complete the original service was still seen in May. A follow up appointment was scheduled for May 13th. On May 13th, a call was received from Robert K*** by Selma *** at 3:30pm. MrK*** indicated that NRG Home Services did not possess the license required to perform the service and consequently could not complete the job. MrK*** stated that another company (*** *** ***) would complete the job at no charge to her.It wasn’t until June that NRG Home Services asserted that they would not pay for the additional treatment required to complete the job as they promised in email on February 19th NRG Home Services is unable to complete the service as promised on February 19th and March 3rd due to their continued issues with the license. Therefore, the only way to complete the job is to have a licensed treatment company complete the work. This is why we are requesting $1677.88.Alternatively, we would ask NRG Home Services restore our home to the original state before they drilled the holes into the wall. This would require spackling and repainting all of the interior walls as these were damaged as part of the termite treatment process. This would restore us to the original state.Regards,*** ***
My name is James ***, I am
the HVAC manager for NRG Home Services in Houston Texas
I would like to respond to a
complaint lodged against our company by Ms*** ***Revdex.com complaint #
***
To her 1st point, that we
should provide her with our proprietary information in regards
to what our
parts, labor, vehicle expense, and various other expenses are, related to our
cost of doing business; no company will ever publish this information to the
public at large due to obvious competitive reasonsOur competitors would
certainly relish the opportunity to obtain such information
To her 2nd point, that our
field supervisor AG, rudely instructed her to contact the Revdex.com and file a claim
against us is incorrectWe record all phone calls here as a quality control
measure, to ensure that all of our clients are treated fairlyUpon review of
the conversation in question, no such statement was ever made by AGOn the
contrary, Ms*** threatened AG with Revdex.com action if he did not refund all of
her moneyShe further accused us of price gouging and threatened to contact
the State Attorney Generals OfficeThis was threatened, despite the fact that our
Tech presented the pricing to her husband prior to doing the work
Mrs***’s husband signed
the work order and paid the ticket after the work was completed. At any point during the
process, the client could have chosen to reject our offer to perform the work
and procured other estimates, but chose not to
The client during the phone
conversation, furthermore, made the statement that she did not know whether or
not her unit was working properly and would nevertheless call us out on a
weekly basis in retaliation for her perceived price gouging, and warned us to
get ready what she was going to do to usAgain this is all captured on a
recorded phone line verbatim
In closing, our position is that
our tech performed a proper diagnosis, at a pre agreed upon price out of his
price book and applied the appropriate Allied Home warranty declared coverage
We did not price gouge or
treat this customer disrespectfully at any point, and do not frankly understand
what her issues are with our Company, other than she feels our prices are too
high, which historically they have been shown to be well within the market
range of all of the other substantial
Companies in the region
In addition, we offer a
low price match guarantee as long as the competing Company falls within the
guidelines of a store front business and several other qualifying criteria such
as parts, licenses, written estimates etc
Sincerely,James ***
HVAC Manager
Houston Division
NRG Home Services
[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 *** and find that this resolution would be satisfactory to me
Thank you for bringing Ms***'s complaint to our attentionI regret that I'm unable to comply with her request that we reimburse her for work performed by ***We freely accept that we were unable to complete the services we offered, and we have issued a full refund, even though our
technician did some work at Ms***'s propertyWhen a company is unable to satisfy a client’s request for services, it is generally accepted that the company’s responsibility is limited to the funds the client paid for those servicesFor example, if you purchase a sweater from a department store, you should have the right to return that sweater for a full refundYou would not normally expect the store to then purchase another sweater from their competitor for the clientSuch compensation would be considered extraordinary and unnecessaryFurthermore, I can find no record on Ms***’s contract that we had offered to pay for another contractor to perform servicesI regret the inconvenience, and if Ms*** can produce evidence that we had made such an offer, I would be happy to re-address this matterHowever, at this time I cannot find sufficient support to comply with her request for additional compensation in the amount of $Sincerely,Theresa B***
Revdex.com:
This letter is to inform you that My home warranty company, *** *** ***, has reached out to me and reimbursed me my payment for the repairs They are taking steps to correct the way NRG treats their customers and are evaluating if they want to continue to
use them for their warranty customers or not NRG has never reached out to me but because *** has, this issue is resolved *** *** *** has carried out to my satisfaction the resolution it proposed for my complaint, filed on 6/3/and assigned ID ***
Regards,
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint Sent: Wednesday, October 26, 8:AM Subject: #*** -AC Unit at *** ***Theresa,In my last attempt to resolve this conflict I am stating my final offer. I will cover the cost of the coil replacement at $1500. All other expenses are to be paid by NRG as warranted under the contract.The unit will be fixed possibly Tuesday of next week. I am only making this concession for the occasion that NRG would honors its contract in part. In my interpretation I understand that NRG will repair or replace any unit that is covered by the warranty for the service fee which is being quoted to me by other home warranty outfits. I further understand that the condenser is covered in full because the equipment is required by law which is the exception your company states as being covered.In the event that I am required to pay for this repair in full while waiting on NRG to honor the contract note that I will come after my money in a court of law for reimbursement in full for any and all incurred expenses for breach of contract.At that time we can see how the contract is interpreted by outsiders. I personally have been informed what it will cost and feel NRG is being deceitful and unfair to its obligation under the contract. Sincerely,*** ***
Thank you for handling this matter and I appreciate receiving a response from the Company It is unfortunate that I had to bring it to the Revdex.com (my first time utilizing this system) however we did not receive a response from the Company until after doing so It is also unfortunate they chose to respond in the manner in which they did Not only does it include irrelevant and misstated facts regarding the situation but there is no sense of responsibility nor regard for customer service I feel other consumers should be made aware of such situations when looking for Companies to service their needs For a Company that takes great care to ensure their service technicians are highly qualified and takes all claims of mishandling by technicians very seriously, as stated in their response, it is disappointing to see how that was not done in our caseI can only hope they take the necessary measures to rectify that for future customers And yes, they were unable to establish liability for damage but were provided with several opportunities Thank you again for your time and assistance and we wish the best for our future too.*** ***
I do have one correction to Ms***'s summary of our offerHer Warranty benefit of $brought her out of pocket on a condenser/coil combination to $An additional discount authorized by management in the amount of $reduced her responsibility to $This brings the benefit on her claim to $Please see the attached estimate for details.If Ms*** has any further questions, she has my contact information as well as that of Gloria DeLeonThank you,Theresa ***Resolutions Specialist
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
Thank you very much for notifying us of Ms***’ concernsWe are sorry that she found it necessary to bring this matter to the Revdex.com and have reached out to her for resolution
We were first notified that Ms*** needed assistance at 5:PM on Saturday, August 8,
The Home Maintenance Plan, which extended the labor warranty on Ms***’ installation from one year to as much as three, is a subscription program that must be renewed annually to remain in effectAfter the first year, the client did not renew the plan; therefore there was no labor warranty in effect when she called for service
It is true that the agent she spoke with at that time was unable to verify this information at the time of the initial service callThis is due to the fact that our database had been completely replaced in 2014, and while most of the information from our old system carried over into the new program, history regarding the client’s Home Maintenance Plan was notAccess to that information required the presence of a manager with an active login to the legacy database, and none would be available until our administrative offices opened again the following Monday
It is documented that we received two calls from the *** family on Monday, August 10, The first time was before amThe agent who took Mr***’ call offered to call a managerThe client declined and insisted on immediate serviceThe agent then offered to place their request on the emergency call board; however, Mr*** refused this as it would incur an emergency fee of $to guarantee same-day serviceMr*** concluded that call by stating that he would contact another company to provide service
The second call came at 4:PM that dayMs*** requested again to speak to a managerHer information was forwarded to James *** to address her concernsWe apologize that her call was not returned as of the date of her complaint with the Revdex.com
We take great care to ensure that our service technicians are highly qualified and in compliance with all federal, state, and local regulatory guidelines for their service industriesOur terms of employment include ongoing training updates and supervision by a responsible master technicianWe take all claims of mishandling by our technicians very seriously
James *** has reached out to Ms*** to discuss the recent diagnosis of her AC systemEven though we were unable to establish liability for damage in this case, we are offering the requested reimbursement of $out of respect for the *** family’s time and inconvenience in this matterWe trust that this resolves their complaint and wish them the best for the future
Sincerely,NRG Home Services
Thank you for giving us the opportunity to address *** *** complaint to the Revdex.comWe have reached out to him and are working with NRG Home Services to bring this matter to a satisfactory resolution
*** *** *** provides coverage for any mechanical failures caused in
the course of use that result in operational failure of his HVAC systemIn order to qualify for coverage, the failure must be mechanical in nature and prevent the system from operatingThis means that there are many services that are not covered by the warranty; even if they are required to keep his system fully functionalWe have reviewed the terms and conditions of the warranty with him, and have reached an understanding regarding what *** *** *** will pay for and what would be his responsibility
On June 12, 2015, *** *** requested an AC Tune-up, which is a visual inspection of his system to ensure that it is running correctlyThe technician that was dispatched to perform the Tufound that there was an oily residue at the condenser, which can be the sign of a leakAs we have discussed with *** *** after reviewing the information he provided us from another technician, there is the possibility that there is some other explanation for the residue, and it merits further investigation
*** *** requested another technician be dispatched at no charge to do an evaluation of the system and NRG Home Services has agreedAt this time we are awaiting that technician’s findingsThere may be additional charges for any maintenance or specialty tests that are required for *** *** system; but he will not be charged a service fee for the evaluation
Best wishes,*** *** ***
Tell us why here...Thank you for the additional detailsIn the email of February 19, 2016, Roxana T*** stated, "I would like to send a Pest Specialist out there to answer any and all questions, and take care of any additional items left unfinished." It appears the the ***s have interpreted this to be an offer to pay for services, when in fact it was an offer for referral, to save them the trouble of shopping for a new companyWe did send a team at no charge to provide a quote for servicesI have not yet found sufficient documentation to obligate NRG Home Services to the payment of $I will do some additional investigation into this matterTo begin with, I will search our call logs for a recording of the conversation Mrs*** had with Robert K*** as he does not recall offering to pay for termite treatment in addition to the refund for our contractSecondly, I will want to verify how much of the damage to the home's interior would not have occured without our technician on the premises, if possibleIf I can find substancial support, I will review the request for remediation and additional reimbursement.My advice is that during this period, if they have not yet begun treatment with Orkin, that they do soEven if reimbursement is authorized, it would not come without proof of purchaseI appreciate the ***'s patience in this matter and provide an update to them no later than September 9, 2016.Thank you,Theresa B***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint at this time. , however I read ***'s response and yes I did
speak with *** *** *** and NRGThey both have agreed for NRG come out
and RE-INSPECT my unitsHowever it seems like they may be reluctant to admit that
either the technician who came to my home was either unqualified or he totally misdiagnosed
my AC UnitTheir response mention "an oily residue" which was not an
oily residue but only condensation (water) I feel that this was a huge mistake
on NRG's part and could have cost me $5000-to $unnecessaryI am also still
out $which I had to pay to another company to follow up after NRG***
also mention that I may accrue additional expense to do specialty testing and
maintenanceI would think that if my unit needs attention that could cause a
breakdown during the summer; they would make the repairs prior to it breaking
downI think *** said my contract will only cover a breakdown I have an agreement, which I pay for every
month, of $per breakdown and $10,per contractI guess this is really confusing....my
unit has to "breakdown" then they will spend up to $to fix it
but will not spend $to fix a problem before it breaks down, However before
I jump to conclusions, I am willing to allow NRG to send another technician and
review their findingsInspection is scheduled for July 31st between
9:00am - 11:00am
[Provide details of why you are not satisfied with this resolution.]
Regards,
Please accept our apologies if our initial response was insufficient to address *** *** concernsWe understand from hearing of his experience why he would question the qualifications of the technician who first looked at his HVAC system
Our service vendors undergo a rigorous vetting processThe technician who initially provided service, like all NRG technicians, has a valid license and is in good standing with the *** *** ** *** *** ***Nonetheless, the feedback *** *** provided has been reviewed with his manager to ensure that his experience won’t be repeated
*** *** also provided feedback on the second technician that NRG Home Services supplied, who conducted a thorough inspection of his system yesterday at no chargeHe provided routine maintenance and a complimentary minor repair to his wire terminal on the condenserApart from the low voltage on the capacitors that *** *** was already aware of, he found no major issues with the system*** *** reported that he was completely satisfied with the service
Regarding the coverage limitations, we would like to make clear that the program purchased through *** is a Warranty plan with specific terms and limitations, which were disclosed in the documentation *** supplied him when the service period beganIts purpose is not to supply or replace regular HVAC maintenance, but to help offset the cost of expensive repairs should the system experience a mechanical failure in the course of operation that affects its ability to function
As of our last contact with *** ***, he indicated that his concerns were resolved to his satisfactionAgain, we appreciate the time he has invested in this matter, and hope to be of service to him in the future
Thank you for giving me the opportunity to address *** ***’s concerns regarding his recent service visit from NRG Home ServicesI am sorry for any confusion he was caused regarding the work performed at his residence and the charges for that workNRG Home Services does not charge an hourly
rate for most servicesWe have determined a fair price based on the average cost of performing routine repairs and replacements
On April 24, 2015, I had the pleasure of speaking with *** *** regarding the replacement of his Thermal Expansion Valve (TXV) and explained our pricing structure for services*** *** had a *** system under manufacturer’s warrantyThe TXV was covered by that warrantyWhen a part is covered under manufacturer’s warranty, rather than charge an hourly rate for labor, NRG Home Services deducts 50% of the total cost of replacement from the standard flat rate feeThis is reflected in the $credit applied to the replacement on his invoice
Whenever a technician opens the unit, as was required in the replacement of the TXV, he must also replace a the liquid line drierThis is a manufacturer’s requirement, to prevent any debris that might have been caused in the course of the installation from causing damage to that system laterEven though it was necessary to replace this part, it was covered neither by *** nor by his home warranty companyWe charged a flat right of $for the installation of the part that we supplied
In the course of our conversation, *** *** brought up his doubts regarding our service technician’s diagnosisI fully understand his concern, and as a show of good faith we have extended the warranty on the labor and NRGHS-supplied part to six months
I trust that this matter has been resolved to his satisfaction; but should he require additional assistance, I hope that he will contact NRG Home Services directlyWe greatly value the trust of our clients and will do everything we can to meet his expectations
Sincerely,*** ***
[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 ***, and find that this resolution to be somewhat fair*** sent NRG back to my home to complete the inspection of my 2nd HVAC systemAfter a complete inspection of the unit that was first said needed replacement, the 2nd technician found the unit to be in good working conditionThe technician we very knowdlegabe and courteousHe also made a minor repair to a loose wire at no chargeHowever I have to reconsider if the home warranty is worth it to meThere were several items that needs some attention to insure my HVAC unit will not have a breakdown during these summer months The Capacitors was found to be below manufacturer specification (which is the #cause for most units to fail)The Capacitors that are needed for my unit is approx$20.00- $eachNRG charges approx$to replace each.....WOW!!!I have $per claim for breakdowns to my units BUT for *** to replace my capacitors, they inform me that my HVAC units has to fail before they can replace themI feel that I upgraded my coverage with *** for nothingI don't think that I want to wait for a complete failure before I make these repairsI also think that NRG's prices are ridiculous and well over inflatedI do appreciate the no charge follow up service but I don't think *** or NRG will be doing business at my home againThanks Revdex.com for helping with this complaint
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me
It doesn't matter what I say at this point I cancelled the warranty with Allied/NRG since they are the same people I have a new warranty company, that I could find a few good reviews on I guess it's my fault for not doing my due diligence in finding a reputable company! Read the reviews, they are all bad and now I know why!Very Unsatisfied Customer, along with every other customer Allied/NRG has!*** ***