USA Services

Initial Business Response /* (1000, 5, 2015/07/28) */
This was a job being controlled by the home owners insurance company, unfortunately the home owners problem was caused by his lack of maintenance to his air conditioner and was not covered by his insurance companies contract with the home owner
The home owner asked us to fabricate the truth to make his insurance company pay for repairsWe of course declined to lie for himWe have no control over what his insurance company pays for or does not pay forWe suggested he ask his insurance company to send out another company that may do what he wanted

Our company did not charge the home owner any fees.  The $75.00 she paid is a deductible charged by her warranty company.  We have never heard anything from the home owner about the tech and the cleanliness of cleaning out her serer line until now.  I would suggest she ask her...

warranty company for the refund as this did not go to our company.

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 /* (1000, 5, 2016/02/08) */
Contact Name and Title: [redacted], General Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@usaservices.us
The home owners home warranty company orders parts. We are only the installing company. Many 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 all. So we try and install what parts we have as a service to the home owner. We called the home owner 2 times to schedule an appointment after the home owner missing 2 scheduled appointments. We 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 unannounced. If 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 owner. I think the home owners sometimes thinks we work for them, unfortunately, we do not. We only work for the home warranty company that hired us. We DO NOT like missing appointments anymore than the home owner. After all, we do not get paid until the work is completed. Missed appointments and missed calls hurts all of us. But 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.

Initial Business Response /* (1000, 5, 2016/02/16) */
Contact Name and Title: [redacted], General Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@usaservices.us
Our company was asked by the home owners home warranty company to look at refrigerator located in the home owners house. Our...

findings was the compressor was locked and not responding due to a coil blockage. Our company reported to the home warranty company this is a non-repairable issue and to give the home owner a new refrigerator. We 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 owner. We have not been contacted by anyone since. The 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 owner. There was nothing else we could do at that point and the home owner should call their warranty company to follow up.

This is another case of a dead beat home owner that didn't want to pay her bill. She tried to rip off the contractor.
We work for her insurance company, not the home owner. We do not provide the equipment, it is shipped by truck and takes up to two weeks. Our company has no control over how...

long it takes to ship. Her air conditioner was installed immediately after received. The home owner was suppose to pay her bill up on completion but took off before the technician could collect. We finally had to send our service manager to collect her unpaid balance.

Thank you.    Our company can do nothing further.  The home owner should contact their insurance company.  We will do whatever the insurance company authorizes.  We do not work for nor get paid by the home owner.

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 3 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 $75 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 /* (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 time. We offered another time but never received an answer. We...

have called and left home owner a message to call our dispatch department to reschedule. Our 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 /* (3000, 8, 2016/02/02) */
It is too bad that USA Services has to lie about what happened. I called them at 4.30 on the day of the appointment. and was told the tech would call me. I left my home at 5.45 on that date and not message was left at the door or on my answering machine nor was I called on my cell phone. The next day I had to notify the company of their non service appointment and was met with less than an apologetic answer. I had to wait another 2 days for service. The Internet is full of negative stories about this company. I now believe the stories. Why lie when a phone call will do the job. Sounds like a back office problem that is propagated by management. The job was completed by the a very competent tech. Too bad the management gets a failing grade.

Initial Business Response /* (1000, 5, 2016/02/16) */
Contact Name and Title: [redacted], General Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@usaservices.us
This job was dispatched to us by the home owners home warranty company. Our technician requested parts from the home warranty...

company to complete repairs. We do NOT furnish the parts, this comes to us from the home warranty company. The part was received on 2-12-16. The home owner was not available for the repair until 2-16-16 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 company. This money goes to the home owners warranty company, not us. We do not charge the home owner anything. We are paid by the warranty company after the job is completed. If the home owner feels they should get their money back they need to call their warranty company, not us. We 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 at. this 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 3. The technician never added freon. He told me the compressor was broken and took pictures of the serial numbers and turned the unit off. It was not working when he left my house after the first visit on June 3. Again, they lied about the service provided and the lied about my unit ever working. This is a deceptive company that willfully continues to lie about their negligence and incompetence. 
Sincerely,
[redacted]