T.J. Morgan Heating & Cooling

I personally told Ms [redacted] she must answer her phoneShe was was rude, curt, and abrasive from her first call She is required to pay her $service fee as a requirement for her American Home Shield policy and if she feels she is a due a refund that would be American Home Shield to make that decision

TJ Morgan was at this home on 07/05/for American Home Shield Warranty companyThey denied the problem to be repaired because of power surge in the home. The home-owner contracted TJ Morgan to repaired electrical problem on system on 07/07/We repaired the indoor control board,
outdoor fan motor, and outdoor contactor that had been burnt and shorted due to power surge in home. This service was completed on 07/09/From 07/09/until about 09/21/we had not had any complaints or conversation with the home-owner. The home-owner called about 09/21/to say his unit in the downstairs closet had water leak and caused secondary damage to home. The home-owner felt we should pay for secondary damage because we had work on his unit about months ago. The drain lines on an a/c systems will stop up from time to time when hot weather is here. These units will make about 9-gallons of water a dayWe have checked all three service orders and ask the technician if he remember about a float switch being brokenThe technician states he had only work on the electrical problems also there are no notes on any of the three invoices that was on the job that was signed by the home-owner. There were no notes of any float switch or anything to do with drain linesWe believe that if our technician would have told the home-owner about a float switch he would have made notes on one of the signed ticket. The reason we believe this our technician would have tried to repair it and gave him a price and would have made a note on the ticketThese invoices will be for your viewing if the home-owner would ok you to see his private information. I talk to the home-owner on or about 09/28/and told him if I saw any reason that this damaged was caused by TJ Morgan in any manner that we would take care of the problem. The unit and system is working in good orders and no problem with the repairs that were made. The drain lines will stop up from time to time. The home-owner should purchase a preventative maintenance contract from a HVAC company of his liking since American Home Shield Warranty does not offer any preventative maintenance

Complaint:
I am rejecting this response because: TJ Morgan is not taking responsibility for their actions, or in my case, lack there ofYes, I am a member of American Home Shield, however, when a company gets dispatched to my home, I become their customer as well. I was NEVER told that I MUST answer my phone in order for the technician to service my homeI also received the call hour prior to the appointment, not 20-minutesYes, I did call the technician twice, once as he was leaving me a voicemail, and one other time right after I was also never informed that the technicians aren't allowed to answer their phonesOnce I called the office, and spoke to ***, I was treated VERY disrespectfully and not at all on a professional levelAt that time, he refused to come back and finish the jobHe stated that it, "wasn't his problem" multiple times, when in fact, it is his problem, considering he works for TJ MorganTJ Morgan worked on the problem, but did not completely fix the problem*** also lied, telling American Home Sheild there was a scheduling conflictAmerican Home Sheild confirmed this to me, as well as my contractor. I have never been rude, curt, or abrasive on any phone call to TJ MorganThose traits were used by *** when he spoke to me. This complaint is not about a phone call, this complaint is based on TJ Morgan not being a professional company, and not finishing the job they were paid to doThey sent out one technician who couldn't even diagnose the problemThe next technician simply rigged a drain pan up to hold for the time beingAlso, *** does not know how to speak to customers on a professional level. I definitely do NOT want anyone from TJ Morgan at my home againI do, however, want my $service fee, for not fixing the problem they were sent out to fix, and an apology from *** for the way he spoke to me.
Sincerely,
*** ***

The *** have a policy with American Home Shield which we were assigned the work order. We did replace a capacitor on our first visit. On our second visit the technician felt that because the top of the unit, which goes up to the attic and is not enclosed, was pulling hot air from the
attic through the return. At that time all of the airflow and pressures were within limits. He also noted that the attic was inadequately insulated. Since it is not generally something noted on home inspection reports I understand Ms*** frustration but their American Home Shield policy covers repairs for mechanical failures and at the time of this service call there was no mechanical failure. We advised them that the top of the close needed to be enclosed. I am unaware if the homeowner made the suggested repair (since this something not covered by the home warranty company) and my service technician still feels that the attic does not have enough insulation. I told Ms*** to place a recall with American Home Shield and we could go back and check and see if another problem exists. There is no service charge to the *** if American Home Shield determined that it is indeed a recall to the previous visitsIf we can be of further assistance please do not hesitate to contact our office

[redacted],The home warranty company, American Home Shield, denied the claim because of high grass impeding the air flow.We report and send pictures of our findings.  We made no repair as we are required to turn this into the home warranty company prior to any work being done.Her issue...

is with her home warranty company.  We want to fix homeowners air conditioners.  That's how we make our living. When the home warranty company does not approve a claim we do not get to do the work, nor get paid to do the work.  We turn in an honest diagnosis of the problem and the pictures to substantiate our findings regardless of the outcome.If I can be of further assistance please feel free to contact me.

Ms. [redacted] is a customer to American Home Shield not of TJ Morgan.  We are contracted through  American Home Shield to service her home on a non emergency level.  Service calls for American Home Shield are scheduled in the order that they are received. She was scheduled accordingly....

  She
was told that on the day she would be serviced the technician would call 20- 30 minutes before he was
ready to service the home.  She was also told she MUST answer her phone
in order for our technician to come and service the home. She did not answered the call.  The technician left a voicemail to call our office to
reschedule.  This is our company policy and is approved by our customer American Home Shield. Rather than listen to her voice mail and call our
office as instructed she  call the technician repeatedly.  Our
technicians DO NOT answer their cell phones in the field as they are in
the field to do repair work and we are  here in the office to answer
phones and do the paperwork. Ms. [redacted] was rude, curt, and abrasive on multiple calls prior to the call.  At a certain point we draw the line on just how much rudeness and abuse we will take from any homeowner.  She crossed that line and the call was referred back to American Home Shield to have another vendor service this.

I personally told Ms. [redacted] she must answer her phone. She was was rude, curt, and abrasive from her first call.  She is required to pay her $75.00 service fee as a requirement for her American Home Shield policy and if she feels she is a due a refund that would be American Home Shield to make that decision.

Mr. [redacted] will be contacting the home-owner to try to come out and inspect the equipment if the home-owner would allow him to do so.

Complaint: 11742079
I am rejecting this response because: the narrative you have constructed is untruthful.  Your technician misled us about the danger of his not completing the job.  It is a shame that your employees do not take pride in their work and would leave us vulnerable to such an incident and then not own up to the mistake.  He very clearly knew of the danger and told me that this sensor/switch was no big deal.  I see this is a case of our word against yours and realize my powerlessness in this situation. I feel very let down by your comapy's lack of dignity.   We were very kind to your employees and I can't believe the measure of disrespect shown here by flat out denying what happened.
Sincerely,
[redacted]