United Debt Relief, Inc.

The attached documents are the records directly from the Home Warranty company regarding this claim The original claim was placed on Monday, July24th, Our records indicate that an appointment was scheduled for July 27th and then again on July During the first scheduled window no one answered at the property During the second scheduled window, due to having been there once already with no answer the Tech called both phone numbers proovided and got no answer to confirm anyone was home and available so he did not drive to the property without confirmation of availability On July 31, 2017, as indicated on the attached documents - the Home Warranty company cancelled this work order At that time, we were no longer authorized to perform any diagnosis or repairs on this property.So, to answer the request of the Complainant - Old West Builders never provided service to this address: therefore we never collected ANY service fee from this homeowner It would be exceptionally difficult to "refund" an amount never collected Secondly, this was an active work order for days and we attempted to service on two different occasions We are in no way responsible for several weeks of no air conditioning We are very sorry that this homeowner was dissatisfied with their experience It is our goal to provide repairs as quickly as possible Ultimately we feel that the warranty company most likely assigned another contractor to this claim and they may have experienced additional delays Again, we are terribly sorry for the inconvenience and discomfort with having no air conditioning for whatever time frame may have occurred In better circumstances we would have had someone present at the property for the scheduled appointment on the 27th and their unit may have been repaired on that visit avoiding all of this We respectfully ask for this claim/complaint to be dismissed and we hope that the homeowner has now recieved complete repairs

The homeowner is asking for a refund of the $payment that they would have to pay another contractor to come out and make the repairs In the case of a home warranty - which this is, the homeowner would not be help responsible to repay the fee in the case of incomplete work Another
contractor would have been dispatched with a zero fee If the homeowner was charged this fee we would like to see verification of this charge in order to consider making a refund of the service call fee if it was in fact charged to them two times

Unfortunately, this has been the type of communication that we have been receiving from this customer. We do in fact have the call record from speaking with her tenant advising that we were in route, GPS history on our vehicles verifying their location at the time they were at the home, and photos of the unit and it's condition at the time of the technician performing his diagnosis. Based on those items we have requested that any and all communication from this customer come from her counsel as we feel she is unjustly slandering our company and since she has chosen to make such serious accusations as fraud in addition to personal insults including name-calling, we stand behind our decision and will gladly speak with her representative. We are very sorry to have to involve as many outside parties in this as she has chosen to include.

I was without air for almost two weeks due to the inconvenience caused by the businesses' scheduling systemI should be asking for reimbursement for a hotel stay, but instead I am asking for the $I had to pay another contractorIn the event that this cannot be resolved, I will take further action and request reimbursement for all of the expenses that I incurred from not being able to be at my own residence for two weeks

I do not accept there response as they are lying they never showed on Thursday because I was told by them that their technician was involved in an auto accident and could not make it on that date. Now they are telling you in their response that they showed up and no one was one, that is lie #1. Once a new company was assigned due to lack of communication on their part they were no longer authorized to go to the property and another contractor was assigned and paid. The story that no one was home on Thursday can be verified by the warranty company because they were told also that no one came since the tech was in an accident. Bottom line they never communicated to myself as the owner of the property or the warranty company and they were taken off the claim, did not have authorization to bill my credit card after initial no show on Thursday and they were told that so fraudulently they went ahead and billed my account without calling for approval

We were issued a work order for Ms***'s rental property through a warranty company. We were instructed to schedule and communicate through her tenant, which we did. An appointment was scheduled for Thursday and no one was home at the property. Upon reaching the tenant,
we were told that he had been informed by his landlord that since his unit was located on the roof, no one needed to be home for our service call. We agreed to an appointment time on Friday and called the tenant in route. He again stated that he was not home and we informed him that we would be on site within minutes and if it was necessary for him to return to the property he said he would be available to do that. Our technician performed a full diagnosis and left the property without needed to contact the tenant. We then contacted the warranty company with our information and were informed that the claim had been reassigned at the request of Ms*** and we did not need to take any additional action in this matter. Upon receiving a very threatening letter from Ms***, we looked into the matter and verified via GPS and photographs of the unit that the technician was in fact on site during the scheduled day and time of our appointment as well as reviewing the phone logs with her tenant advising him that the tech was in route. While we understand that Ms*** may feel that we did not complete the job to her satisfaction, the payment of $is a Service Call fee which is due and payable upon the technicians arrival at the home and is payment for his time and diagnosis, not for any repair of completion of the work. We would have gladly resolved this matter with her, however once she informed us that she was represented by counsel we asked that any further communication come from her attorney and we would proceed accordingly.

I do not accept there response as they are lying they never showed on Thursday because I was told by them that their technician was involved in an auto accident and could not make it on that date. Now they are telling you in their response that they showed up and no one was one, that is lie #1. Once a new company was assigned due to lack of communication on their part they were no longer authorized to go to the property and another contractor was assigned and paid. The story that no one was home on Thursday can be verified by the warranty company because they were told also that no one came since the tech was in an accident. Bottom line they never communicated to myself as the owner of the property or the warranty company and they were taken off the claim, did not have authorization to bill my credit card after initial no show on Thursday and they were told that so fraudulently they went ahead and billed my account without calling for approval

The attached documents are the records directly from the Home Warranty company regarding this claim The original claim was placed on Monday, July24th, Our records indicate that an appointment was scheduled for July 27th and then again on July During the first scheduled window no one answered at the property During the second scheduled window, due to having been there once already with no answer the Tech called both phone numbers proovided and got no answer to confirm anyone was home and available so he did not drive to the property without confirmation of availability On July 31, 2017, as indicated on the attached documents - the Home Warranty company cancelled this work order At that time, we were no longer authorized to perform any diagnosis or repairs on this property.So, to answer the request of the Complainant - Old West Builders never provided service to this address: therefore we never collected ANY service fee from this homeowner It would be exceptionally difficult to "refund" an amount never collected Secondly, this was an active work order for days and we attempted to service on two different occasions We are in no way responsible for several weeks of no air conditioning We are very sorry that this homeowner was dissatisfied with their experience It is our goal to provide repairs as quickly as possible Ultimately we feel that the warranty company most likely assigned another contractor to this claim and they may have experienced additional delays Again, we are terribly sorry for the inconvenience and discomfort with having no air conditioning for whatever time frame may have occurred In better circumstances we would have had someone present at the property for the scheduled appointment on the 27th and their unit may have been repaired on that visit avoiding all of this We respectfully ask for this claim/complaint to be dismissed and we hope that the homeowner has now recieved complete repairs

The homeowner is asking for a refund of the $payment that they would have to pay another contractor to come out and make the repairs? In the case of a home warranty - which this is, the homeowner would not be help responsible to repay the fee in the case of incomplete work? Another
contractor would have been dispatched with a zero fee? If the homeowner was charged this fee we would like to see verification of this charge in order to consider making a refund of the service call fee if it was in fact charged to them two times?

Unfortunately, this has been the type of communication that we have been receiving from this customer.  We do in fact have the call record from speaking with her tenant advising that we were in route, GPS history on our vehicles verifying their location at the time they were at the home, and photos of the unit and it's condition at the time of the technician performing his diagnosis.  Based on those items we have requested that any and all communication from this customer come from her counsel as we feel she is unjustly slandering our company and since she has chosen to make such serious accusations as fraud in addition to personal insults including name-calling, we stand behind our decision and will gladly speak with her representative.  We are very sorry to have to involve as many outside parties in this as she has chosen to include.

I was without air for almost two weeks due to the inconvenience caused by the businesses' scheduling system. I should be asking for reimbursement for a hotel stay, but instead I am asking for the $60 I had to pay another contractor. In the event that this cannot be resolved, I will take further action and request reimbursement for all of the expenses that I incurred from not being able to be at my own residence for two weeks.

We were issued a work order for Ms. [redacted]'s rental property through a warranty company.  We were instructed to schedule and communicate through her tenant, which we did.  An appointment was scheduled for Thursday and no one was home at the property.  Upon reaching the tenant,...

we were told that he had been informed by his landlord that since his unit was located on the roof, no one needed to be home for our service call.  We agreed to an appointment time on Friday and called the tenant in route.  He again stated that he was not home and we informed him that we would be on site within 30 minutes and if it was necessary for him to return to the property he said he would be available to do that.  Our technician performed a full diagnosis and left the property without needed to contact the tenant.  We then contacted the warranty company with our information and were informed that the claim had been reassigned at the request of Ms. [redacted] and we did not need to take any additional action in this matter.  Upon receiving a very threatening letter from Ms. [redacted], we looked into the matter and verified via GPS and photographs of the unit that the technician was in fact on site during the scheduled day and time of our appointment as well as reviewing the phone logs with her tenant advising him that the tech was in route.  While we understand that Ms. [redacted] may feel that we did not complete the job to her satisfaction, the payment of $45.00 is a Service Call fee which is due and payable upon the technicians arrival at the home and is payment for his time and diagnosis, not for any repair of completion of the work.  We would have gladly resolved this matter with her, however once she informed us that she was represented by counsel we asked that any further communication come from her attorney and we would proceed accordingly.