USA Services

Initial Business Response / [redacted] (1000, 5, 2016/02/08) */ Contact Name and Title: ***, General Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@usaservices.us The home owners home warranty company orders partsWe are only the installing companyMany times the warranty company orders the wrong parts or the parts are being back ordered or they will send some of the items needed but not all In this case the home warranty company sent some of the parts but not allSo we try and install what parts we have as a service to the home ownerWe called the home owner times to schedule an appointment after the home owner missing scheduled appointmentsWe will also stop by even without an appointment if we are in the area in hopes to help the home owner get the repairs completed sooner if the home owner has time for us to do the work unannouncedIf not, we will have our dispatchers call and set up an appointment that is convenient for the home owner In this case the tech called the home before going and there was not answer so the tech did not go to the home until we finally got to talk with the home ownerI think the home owners sometimes thinks we work for them, unfortunately, we do notWe only work for the home warranty company that hired usWe DO NOT like missing appointments anymore than the home ownerAfter all, we do not get paid until the work is completedMissed appointments and missed calls hurts all of usBut we always set appointments at the home owners schedules, not ours, but sometimes they just forget and then we show up to a home with no one there

Unfortunately, this home owner is trying to defraud her home warranty company When we went out the first time her issue was the furnace was completely stopped up with dirt because the home owner did not change her air filter in months Lack of maintenance is not a covered item by her contract When we reported this to her home warranty company they declined the repair for no coverage We were called back out weeks later on the same issue Again the home owner still had not had the furnace cleaned or even bothered changing the dirty filter Please note: The home owner is responsible for paying a $deductible on her insurance which we are supposed to collect for the insurance company.the home owner has NEVER paid the deductible and has NEVER paid us anything at either service call The insurance company has since put her account on hold for NOT paying her insurance deductible Our company has NEVER charged the home owner anything ever

Initial Business Response / [redacted] (1000, 10, 2015/11/13) */ Lake Norman Electric was contacted originally on 7/2/XXXX XX:XX PMThey completed a watub installation job for us at the pre-determined contracted rate, they made a special request for additional funds above contracted rate and it was approved in writing with a PO number per our contract with them there was no issues, we paid them for this jobWe asked them to complete another job for us, they went out and the customer wasn't at home so they rescheduled the appointment, they didn't give us any notice or request additional funds on the job so no approval for additional money was given and the home owner wasn't charged anything additional eitherWe paid them the contracted rate plus permit actual costs as the contract attached statesThey also received a work order for this job stating the amount that would be paid on 8/24/2015, they didn't complete the job until 9/10/All approvals must be requested and approved before work is started as the work order and contract signed by Lake Norman StipulateWe've notified them of this over times prior to doing any job Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were contacted to do this job on 8/24/2015, USA Services scheduled LKN Electric to arrive at 8am at their customers house on 9/8/Our service truck arrived at the customers house at 8am which was hour away from our shopOur (2)man crew attempted to contact the home owner and waited for minutes just in case customer was running lateThey then called our office to inform us that the home owner was not home and not able to be reached by telephoneOur office then attempted to contact USA Services to find out how they would like us to handle thisWe had contact names at USA and could not get a response from any of themWe left messages and waitedAfter hrs we told our truck to move onLater in the day our office received a call from the home owner, she apologized and let us know that she had forgot about the appointmentWe finally reached [redacted] the owner of USA Services to tell him about the no show service call [redacted] never called us backWe left multiple messages over days after the missed appointmentWhen we spoke to [redacted] he was told that for us to go back and complete his work order his company (USA Services) had to pay for us for the previous no showHe said "no problem"So he rescheduled the service call for 9/10/After our truck arrived on the second scheduled date our electricians found the scope of work to be different than what we were hired to doAgain, we tried to reach the (3) contact names we had for USA Services and no answerSince the customer was there we made the decision to stay and complete the work (it made no sense to drive an hour there and back without having done any work again) [redacted] called us back later that dayWe informed him that USA was yet again not available for us to reach them and we needed to review the change in scope of workWe completed the work and he directed us to submit invoice with our accrued timeWe never signed any contract or work order with USA Services as he stated in his responseWe pulled the permit for this project and scheduled inspections and did our usual process as a sub contractorWe received an email the day our check arrived in the mail stating that we were going to get paid only what the original amount/scope of work that was requested when we first started the jobAfter we filed with Revdex.com our complaint we found a pattern with USA ServicesWe noticed the identical complaint from another Electrical Contractor and when we g\Google searched their company multiple complaints from many other sub contractors were treated the same wayThis is a scam with this company and they have been doing this and getting away with it for some timeWe sent certified letters to USA Services as instructed by Revdex.com and they were refused by USAIn short, we were hired to do an electrical installation that USA Services scheduled with their customer, their customer was a no show and we waited and incurred hours, we then went back per USA and they rescheduled the return trip and the scope of work was not the same as we were initially told so we attempted to reach USA to get direction and for second time could not reach USA Services, so we completed the workWe were told later that we would get paid and in the end we were short paid $We were contracted to do work, we did and we expect to get paid for itWe spoke to home owner today and USA services charged her over $for the electrical portion of the work and yet we were only paid of which we have not cashedThis company has done this so many times that they stamp the back of their checks stating that if we cash their checks they are released from paying any other monies due...So we need to be paid in full $ for this project Final Business Response / [redacted] (4000, 14, 2015/11/18) */ We don't charge the customer anything, it's included in their tub package and they wouldn't know what electrical costsWe'll meet you in the middle on the invoice, that's the best I can do You signed a contract, your work is for USA ServicesAny further contact with the customer can cause legal action to be takenYou signed a contract and you accepted a work order with a pre negotiated price on itYou also accepted our instructions that any additional work must be approved before the job is started This is a failing on the part of Lake Norman Electric to follow the contract, policy, process and work order they accepted! Had they requested additional funds the way the contract stipulates it would have been approved or denied and we would't be in this situationThe best I can do is meet you half way on the invoiceThis has already been far too costly of a job Final Consumer Response / [redacted] (2000, 16, 2015/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) Per the comments responding to the complaint on this Revdex.com forum, you are willing to pay half of the outstanding balance which totals $We are willing to close this case once we have received and additional $and cashed/cleared both that check and the original check we are holding as long as we receive it before Dec 10, Once both checks clear we will mark this case "satisfied"Please respond immediately to let us know if you are proceeding this direction

Savaria provided all materialsTech didn't trouble shoot or repair the unitAnother tech was sent afar they left who was able to repair the unit that dayTech charged us for materials when they didn't purchase anythe work order was for the tech to repair the lift, the tech didn't repair anything and left the job site without getting proper documentation or speaking to tech supportTech also told us they would only charge for 3hrs onsite and instead sent a bill for $and an unauthorized tripWe can settle this for the amount of hours you said you would be billing

Initial Business Response / [redacted] (1000, 5, 2016/02/16) */ Contact Name and Title: ***, General Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@usaservices.us This job was dispatched to us by the home owners home warranty companyOur technician requested parts from the home warranty company to complete repairsWe do NOT furnish the parts, this comes to us from the home warranty companyThe part was received on 2-12-The home owner was not available for the repair until 2-16-and the home owner has an appointment for repair completion on that date As to the service fee paid by the home owner, this is a deductible charged by the home warranty company, not our companyThis money goes to the home owners warranty company, not usWe do not charge the home owner anythingWe are paid by the warranty company after the job is completedIf the home owner feels they should get their money back they need to call their warranty company, not usWe have NOTHING to do with the deductible charged by the warranty company

The home owner backed their cr into their door causing it to bow outward Our company only changed out a spring The spring would not and could not cause this kind of damage The home owner has not had their calls blocked The husband and the wife are fond of throwing the "F" bomb at everyone including the woman in our office We will talk to,anyone about any issue anytime, but we do NOT put up with foul gutter mouth people that show no respect to the people in our office no especially the woman they were cursing atthis was all turned over to our insurance who did the investigation and agreed the home owner damaged the door themselves and are trying to commit fraud and have someone else pay for their mistake.This never warrants a husband and especially the wife to sy ' [redacted] you" every other word They should be ashamed

Complaint: [redacted] I am rejecting this response because:USA Services continues to fabricate the service that was performed on June The technician never added freonHe told me the compressor was broken and took pictures of the serial numbers and turned the unit offIt was not working when he left my house after the first visit on June Again, they lied about the service provided and the lied about my unit ever workingThis is a deceptive company that willfully continues to lie about their negligence and incompetence Sincerely, [redacted]

We do not have a home owner work order by this name However, we do have one with the same address The home owner cancelled their appointment so the tech was not dispatched Not sure why a complaint for work they did not let us do I think this is the tenet complaining, not the actual home owner They should contact the home owner for details

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ Contact Name and Title: [redacted] operations manage Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @usaservices.us Tech arrived after home owner left before his appointment timeWe offered another time but never received an answerWe have called and left home owner a message to call our dispatch department to rescheduleOur hours are 8-5pm mon- Friday and phones re answered until 9pm every day of the week Home owner can call us at XXX-XXX-XXXX We would be more than happy to accommodate home owner but if we can't reach him and he does not call us we can not send a tech to home Initial Consumer Rebuttal / [redacted] (3000, 8, 2016/02/02) */ It is too bad that USA Services has to lie about what happenedI called them at on the day of the appointmentand was told the tech would call meI left my home at on that date and not message was left at the door or on my answering machine nor was I called on my cell phoneThe next day I had to notify the company of their non service appointment and was met with less than an apologetic answerI had to wait another days for serviceThe Internet is full of negative stories about this companyI now believe the storiesWhy lie when a phone call will do the jobSounds like a back office problem that is propagated by managementThe job was completed by the a very competent techToo bad the management gets a failing grade

Initial Business Response / [redacted] (1000, 5, 2016/02/16) */ Contact Name and Title: ***, General Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@usaservices.us Our company was asked by the home owners home warranty company to look at refrigerator located in the home owners houseOur findings was the compressor was locked and not responding due to a coil blockageOur company reported to the home warranty company this is a non-repairable issue and to give the home owner a new refrigeratorWe were told by the warranty company to bill out our labor to date and they would contact the home owner and offer a new refrigerator to the home ownerWe have not been contacted by anyone sinceThe home owner should have been called about the emplacement but we have no control over what they do or when they may contact the home ownerThere was nothing else we could do at that point and the home owner should call their warranty company to follow up

Complaint: [redacted] I am rejecting this response because: We never had a contract with this company, and everything was authorized by [redacted] Please explain why the check for $returned because they stopped payment on the check that did not pertain to the job this complaint refers toThe amount we are owed is $for the first service and $for the second service callIn order to close this out and have a satisfactory conclusion we need to get paid for the service we providedThe answer that they provided is totally false Sincerely, [redacted]

We have a previously contracted rate with this contractor, they were notified that any additional charges must be approved prior to starting the job via writing and with a PO numberThe Contractor didn't follow policy so don't have the funds available to to pay anything additional on this project We'd be happy to try and make it up on a future job but this one is closed outAnd I can't go back and charge a customer additional after the work has been completedThis is why we need to know of any additional charges up front

Initial Business Response / [redacted] (1000, 16, 2015/07/27) */ Contractor signed a contract for the project mentioned above and the initialed the contracted rate and was paid in full according to the signed contractContract billed over pre-agreed contracted rate without any notice prior to starting work and without any approval or PO numberTherefore they were paid according to our agreementWe can provide signed copies of agreement if required Thanks [redacted] Initial Consumer Rebuttal / [redacted] (3000, 18, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) The job COULD NOT BE DONE AS USA HAD PLANNEDWe spent several phone calls with their rep and the homeowners to discuss the needed changes to this jobIf you see the attached, they were aware of the additional charges needed to complete the job properlyAfter the billing and we started discussing the additional charges, [redacted] told me that their REP was not authorized to make that decisionWhy was this rep our contact person? Then why didn't they get involved and tell us NOT to do the job since it could not be done the way they had instructed???????????????? We feel that we made every possible contact to discuss the changes and added charges and preformed the job in good faith and that USA only wanted the job done and had no intention of paying what the job was really worth including the additional time it took for the changesHow were we to know the rep they had contact us had no authority to OK job changes and extra pay and why was he a rep for this company? We feel like we were scammed from the beginning and they should have the decentcy to pay the bill for a job done correctly and the fact we could satisfy their customer and they couldn't Final Business Response / [redacted] (4000, 23, 2015/08/14) */ Please contact us directly at XXX-XXX-XXXX EXT and I'll be happy to talk to you about the job and create a mutual resolution on the issueI have signed PPW from your company for the contracted rate on this particular jobI know a lot of jobs can very and need additional work sometimesPlease get in touch with me and give me the details of the extra work and I'll make sure I get you a resolution Thanks Final Consumer Response / [redacted] (2000, 31, 2015/08/31) */ We called and USA agreed to send a check for 1/of the balance if we would settle thisThe amount was to be $We received a check for $today 8/31/We accept this payment in full and never will do business or let our competitors work for this shady company ever againThank you for your help in this matter

Please call me at the office to review some ppw and I'll get your payment right out to you. Thanks

We also have already issued you a check for $That needs to be reflected and credited

Complaint: [redacted] I am rejecting this response because: I have to this date not received any payment form USA Services regarding their work order # [redacted] They claim to have made some sort of payment but, the fact is they have notIf any payment was made , it should be rather easy for them to provide proof of a bank processed check with my endorsement but, again, this is not true I expect payment in full for the services I rendered to their customer and have only gotten a run around, since completing three trips to the to make their customers chair lift fully operationalPlease see the original complaint, as it clearly states our agreement and the invoice submitted back on 11-13- Sincerely, [redacted]

Complaint: ***
I am rejecting this response because:Correct: the order was in the homeowner's name, not mineI provided this info in my note to the Revdex.com yesterday.If the homeowner did cancel the service it was not until after we filed this complaint and informed her of the factAnother service company came today and provided the service due to our dissatisfaction with USAI stand by this complaintOne need look only to Yelp to find others who have had the same experienceWhen I listed my review there, another user contacted me to tell me she had the same experience.I don't expect anything else from this horrible companyWe are done with themIf they say we cancelled the order before they were scheduled to arrive yesterday, they are lying.
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/12/07) */
Contact Name and Title: ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@usaservices.us
The home owners furnace needed a control board which was a back ordered partWe have no control over a suppliers inventory, however, the home
owners furnace part arrived today and was installed and repaired
As to the accusation of scratches being made by our techWe had our tech take photo's today durning the repairWe could not see scratches in the picturesThere may be a small scratch, but we just could not really tellThe tech assured us he never places tools or anything else on any home owners appliances, furniture or carpet without the use of the supplied drop clothAs a side note.....our tech asked the home owner about the complaint, the home owner told our tech her husband wrote the complaint and she and her husband had just purchased the new set of washer and dryer and they really aren't sure if how the scratch was made or by whom and it could have even been made by them
Initial Consumer Rebuttal /* (3000, 8, 2015/12/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My wife did not tell the tech that we didn't know how the scratch was made, but that she was not handling this and that I was the one that found it there when the tech left when it wasn't before he cameThe scratches are very evident in the pictures I haveThe tech also told her that he didn't place his tools on there but may have accidentally set his keys on itThis is the text message from my wife during the techs second visit: "O okThe 1st thing he said when he walked in was "I was passed on a message that there is damage on top of the dryer" and then he took picturesI could tell he was upsetI told him that I didn't know about the scratches but that you filed the complaint because you found them after he left and are particular about the furniture (sorry to make you look bad, but you told me to tell him it was you if I didn't feel comfortable)
I asked him if he put any tools on top and he said noHe continued with his workI passed by a few times and no tools on topAfter the work was done, he stepped out to call his boss and came back in and told me that he has to submit the pictures that he took and if they repair it, the scratches will be painted and come out of his paycheckHe tried to make me feel guiltyAnyways after that, he said someone would keep in touch with this and that he "might have" accidentally set his keys down on the dryer but he doesn't know bcuz it was late when he came over."
Nobody has kept in touch and the tech admitted he may have caused the damage but "couldn't remember"He also attempted to guilt trip my wife about itThis is a very unprofessional company and service so farIf you would like the pictures please let me know and I will send themI know without a doubt this dryer was not scratched, because when they were delivered the washer was damaged when I inspected it and ***s took it back and dropped off a new oneI can show this documentation also
Final Business Response /* (1000, 12, 2015/12/10) */
We are always happy to resolve a legitimate issue

Our company was instructed to collect a deductible from the home owner as required by the contract between the home owner and their insurance carrier The money collected does not go to our company We have never been lid anything by the home owner We actually wish the home owners
would pay this fee directly to their warranty company and not to us. as to the events of repairing the air conditioner Our first trip out showed the a/c unit to be low on freon Our tech added freon and the a/c was working when he left We received a call back that the unit had failed again The compressor was over amping and we suggested it be changed out Due to the age and type of freon used, this would either be a new compressor or a/c unit If the insurance company changes the unit itself out, then it would be required to also change out the indoor a-coil to match because the old style unit uses freon that is no longer authorized We instructed the home owner we would need a new work order so that we could get authorization from their insurance company on either a compressor change out or initial change out We have never received a work order do do either one. Since we do not work directly for the home owner, it is difficult for us to do anything further unless it is authorized by the insurance company We do not furnish the equipment, compressor orparts We only furnish the labor But if it has not been authorized and we have not received the parts then we can not do any repairs. I have issued instructions to call the home owners insurance carried again to see if they want us to do any further repairs the home owner could have had lol this then care of by either calling the insurance company or our office directly

Initial Business Response /* (1000, 5, 2016/02/23) */
Contact Name and Title: *** General Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@usaservices.us
This home owner has a home warranty that covers the cost of repairsThe warranty company furnishes all parts, we only furnish labor
Unfortunately, the warranty company sent the parts to the wrong location and then once received, they sent the wrong partsSo this definitely makes things difficult for us and does the home owner no good eitherWe have no reason to ever delay a repairWe do not get paid from the home warranty company until the repairs are completeAll this being said....the home owner is upset with our company for something we have NO control over due to his home warranty company shipping of incorrect parts and shipping to the wrong locationFYI...the home owners repair is scheduled for tomorrow, 2-24-at the home owners requestI am surprised the home owner would put this type of complaint in about our company when we have tried several times to help himBut without the correct parts in hand there is not much we can doWe have NEVER delayed or told the home owner anything less than the true as it happenedI know this is not something the home owner wants to hear and we wish it could have been smoother for him also