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Utah at Home Services Reviews (9)

The fridge had a bad compressor, as a result of the condensing coils that were cloggedWe received authorization from [redacted] s warranty company to replace the compressorWith larger parts his warranty company provides the parts, since they are not local this takes to days for the parts to arriveOnce the compressor arrived we installed it and the fridge was bringing the temperature down to the proper levelsWith in the next to days Mr [redacted] informed us that the unit was not cooling againWe set an appointment and the tech that was assigned ended up going to the hospital, and did not let us know that he did not go to the [redacted] 's home to diagnose what was the issue with the fridge not coolingWhen I found out what had taken place we set another appointment and when arriving found a secondary problem with the defrost assemblyWe returned the with the part the next day when it was convenient for the [redacted] s and corrected the problemFor the [redacted] 's inconvenience on the missed appointment we agreed to either repair or replace his microwave that wasn't covered by his warranty companyWe were truly sorry for the delay, and desired to make amends for the inconvenienceAlthough the fridge had a secondary problem, that part was out of our control till the fridge had time to operate on the new compressor for a couple of days The fridge is working correctly and we have an appointment to offer our services at no cost for the family inconvenance on the fridge

I'm sorry for the mis-understanding, Mrs *** has an agreement with Select Home WarrantyIn her contract it covers items in her home to be corrected upon approval from Select Authorization departmentAs a Vendor for them, we HAVE to acquire authorization before work is to
be startedIf we do work before the authorization is granted with a price they approve, then we will not get paid. Second, if the problem does not exist of can be re-created, then we cannot report a problem or diagnostic back to Select Home Warranty, they require a price and authorization, and as Mrs*** stated in her complaint.....the problem was not able to re-create"Fortunately' Well we were glad she wasn't having raw sewage come up, but our hands are tied, because our payment comes from Select, and without a problem we cannot get authorizationThis means we have to submit it as "No Failure" and the work order is not authorized any moneyThe $that she paid to Mike, not Bob, was her "deductible" which is required in her contact to Select Home Warranty as payable upon the arrival of the vendorIt is us as the Vendors agreement to collect the deductibleI am sorry if Mike was rude in any manor....he is very mild mannered and treats his customers that he serves with the most respectI have no complaints from any of his customers that he services, with any complaints at allSo please accept our apology if is was out of line in any manner We will offer you hour of labor to do any work at your home at no costAll you have to pay for are the parts if there are anyPlease accept this as our way to apologize to you and your family. As far as the $there is noting I can do as I explained, you can take it up with Select Home Warranty, but service was rendered, and the deductible was agreed in your contract with Select home Warranty. Please send us an e -mail provided by Revdex.com and I will make sure you receive the hour of labor at no costAgain accept my apology

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will suffice as I am understanding the quality of the company
I understand regarding the between myself and my insurance companyI will let that go. However, I do not appreciate the miss communication between the techs and the dispatchers as the techs would blame the dispatcher for being newMore miss communication, it was not a different W.O., the same W.Owas opened back up and the dispatcher set up arrangements for the items to be fixed on the second visit which I was told that it would take about three hours to complete. I understand this was not the case and the company employee(s) were confused as to what needed to be done. I don't agree that they supplied me with extra items, I started with a remote keyless entry that worked fine along with a second transmitter that worked as advertised as well. But those were removed without my consent and I only called to get back my required items that were not part of the contract. Yes, I did sign the invoice stating I was satisfied with the work done, however I did not go inspect the area until after the fact, so correct, it is my fault for letting the technician leave without having him clean up his itemsIt is my fault for suggesting that the company raise the standards and ensure that the technician cleans up without the customer having to say anything. I appreciate the offer to return and fix the slanted keyless entry but I respectfully decline. If that is the standard of the company, then I will use that to show other potential customers who might be looking for a recommendation. Otherwise, I feel like this can become a closed issue.
Sincerely,
*** ***

Mr *** *** is as he stated under American Home Shield warrantyWe are assisting AHS is serving Mr ***'s claimThe evaporative cooler this last visit was making noises that were caused by air restrictions because the home owner had some special allergen pads installed over the normal
pads which caused a restricted air noiseThis was one complaint that he stated he's cooler was performingWe showed him that the allergen pads were the cause of the noiseThe moment you removed them, the noise immediately stopped. Second complaint about his cooler was that it was not cooling enoughThe float was restricted to move because of debris inside the cooler which is commonIt was caused by lack of maintenance, he has a contract with AHS to cover certain items, AHS denied the claim as a result of his coverage plan with them, which we are bound to follow their instructions and are only authorized by AHS to perform work for each customerHe was then or should have been called by HIS warranty company as to why it was not going to be coveredIf we do work as a result of it being denied, then we will not be paid by AHS, if the home owner wants to pay for work that was denied, then we will give him a cost...and it is confirmed by AHS to the home owner..*** *** directly from them also. We did provide a cost to make repairs to remove the additional allergen filters to stop the noise, and to clean up the cooler that was denied because his plan from AHS does not include "maintenance." The cost was $to perform the work needed The technician reviewed with *** *** and had him sign off after he reviewed the problems and work. We will be more then happy to service him, but at his cost

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

On July 15th we responded to *** ***'s A/C was freezing up sent over by the Saver's warranty company Their A/C was working but would have to be turned off for an hour or so to defrost and then they would turn it on to keep the home some what cool during this time of degree temperatures
in JulyUpon inspection found that the suction service port was not accepting the connection to check the freon on the low sideThis was the first problem, the second problem was the coil metering device was no working correctly and it was not the style to be adjustedThere was not way to correct the problems without the parts and their warranty company authorization as to what had to be repairedWe received authorization on July 18th and ordered the parts necessaryOur dispatching department did set up the first appointment by mistake because the parts hadn't arrived, and we missed another appointment from being over scheduledBecause of the to mistakes on our side I offered the ***'s a free year of preventative maintenance visits for the fall of and the spring of two visits to tune up their air conditioner and furnace at no cost for their inconvenience and our mistakes in return to their homeWe returned on the morning of the 21st and replaced the parts needed, to correct the bad service port and the part in the evaporative coilWhen we finished with the work, we now could connect to the suction side of the compressor to see what was the full picture of any other problemsThe third problem, We found that the system was slightly low on freonSo there was a leak in the systemSo we added dye and with the type of dye it needed to hours to show up and tell us where the leak was coming fromSo 21st was Friday so we said we would come next week to find out where the problems wasWith the high temperatures I wanted to come as soon as I could, but the schedule was fullWe set up on the 25th of July in the morning to come and repair the leak and finish the repairing the leak or leak's on the systemIt was raining and did not want to chance opening up the area that was leaking freon to chance contaminating the "closed" freon system to waterMr *** was extremely vocal and expressed his anger and said we were lying about the chances of contamination because of the rainI called him and based on his information that it wasn't raining at his home, re-scheduled the time from the morning and arrived around 3pm on the 25th to find the leak and complete the repairsI did provide them with the no cost preventative maintenance service calls as described aboveWe should have been better at communication with the ***'s, that was our fault and the reason for the "no cost P.M.'s"We wanted to compensate them for mis-communication for us and our office, without any excusesIt will be up to the ***'s if they choose to redeem them or notWe are sorry for lack of communication on our side, and will honor what we have offered

The fridge had a bad compressor, as a result of the condensing coils that were cloggedWe received authorization from *** ***s warranty company to replace the compressorWith larger parts his warranty company provides the parts, since they are not local this takes to days for the
parts to arriveOnce the compressor arrived we installed it and the fridge was bringing the temperature down to the proper levelsWith in the next to days Mr*** informed us that the unit was not cooling againWe set an appointment and the tech that was assigned ended up going to the hospital, and did not let us know that he did not go to the ***'s home to diagnose what was the issue with the fridge not coolingWhen I found out what had taken place we set another appointment and when arriving found a secondary problem with the defrost assemblyWe returned the with the part the next day when it was convenient for the ***s and corrected the problemFor the ***'s inconvenience on the missed appointment we agreed to either repair or replace his microwave that wasn't covered by his warranty companyWe were truly sorry for the delay, and desired to make amends for the inconvenienceAlthough the fridge had a secondary problem, that part was out of our control till the fridge had time to operate on the new compressor for a couple of days. The fridge is working correctly and we have an appointment to offer our services at no cost for the family inconvenance on the fridge

This is a tenant land lord rental home which we went out originally and meet with the tenant who is having the problem with her oven not workingWe had to order a special breaker since this is a early 1950's built home with the original electrical panelThe breaker once ordered it
was going to take working days to arriveWe did have several appointmentsWe had to change two of them because of scheduling problemsWe did however go to two appointments that were missed because the landlord was "arranging" for someone to meet us there to make the correctionsThe person that was to be at the home to meet us and let us in, was not there, so we called and left cards on both the front and back doorSo it was a two sided problem, because the tenant was on vacation when the breaker came inThis made it difficult for the landlord to find someone to meet usWe would call to arrange the scheduling time, and the Landlord would tell us that he will call us (office) back with a confirmationwhich would happen hours afterWe are not guiltless, our new dispatchers were over scheduling and this impacted the problemSo for our office mistakes, we do apologize, At the answering this complaint, the tenant has returned from vacation and the work has been completedWe will correct the scheduling problem on our side, we only want to take care of our customers, the mistake on our side we apologize for scheduling problemsChris

[redacted] & [redacted] have a home warranty with American Home Shield. The work order came over to our company from AHS in the form of an e-mail to service the [redacted]'s which came on  April 5th at 11:26 am. The [redacted]s reported to their warranty company that they had a garage door opener that was...

not working properly.  So we responded to the [redacted] home after an appointment was set with them on the 5th of April at noon to 1 pm to arrive, which our technician Mike arrived at 12:38 pm.  The garage door for the [redacted]s is a 8' tall door and the  opener to open the door was 7' tall. The opener was working, but not opening the door all the way because the wrong opener was installed by the previous owners of the [redacted]s new home. Since it was the wrong size opener it was tearing at the hinges and had flimsy straps that was holding the opener.  This was reported to the [redacted]s warranty company and was denied repair. Since it was denied, we were not authorized to make any changes.  The [redacted]s were informed of this from AHS. The [redacted]s paid their DEDUCTIBLE to Mike and that was closed out as an open job since it wasn't repaired, but denied repair by AHS. First visit.Second Visit - On April 8th the [redacted]s warranty company contacted us again, and said the denial and we set up a time to return and investigate what needed to be accomplished because Mike was not available to reach, and we did not have all the items to repair the door without his information. So we scheduled Manny to return to the home and gather all of the information to replace and repair the opener for the correct one. So we dd make an additional trip to ensure that the repair was going to be complete and thorough. Apparently our dispatch personnel did not inform the [redacted]s that we would have to measure, see what type of hinges and parts we would need to correct this repair, since we didn't have Mike's information.. The appointment was set at 2 to 3 pm which Manny arrived at 2:40 pm. Third Visit -  Set the appointment for 4/13/2016 at 12:00 pm to 1:00 pm to arrive, and Manny arrived at 12:30 pm and spent 3.5 hours at the [redacted]'s home and replaced that items authorized. The work order was signed and in the signing the work order it states that the work has been inspected and is to the home owners satisfaction.  We want home owners we serve to be happy and satisfied with the work We have completed everything which the warranty company authorized us to do, and what the [redacted]'s expected. Apparently this was not the case. They desired a second transmitter and a replacement key-less garage door key pad. So Mr [redacted] called into the office and I spoke with him personally and he requested the second transmitter, and new Keypad. which I told him we would provide and because of the extra trip to his home. Fourth Visit - I have an technician that lives close to the [redacted]s so I had him stop after scheduling it with the [redacted]'s to provide the two items discussed. So on April 20th I had Rudy stop by and accomplish the work which was just before 4:00 pm and took just a few minutes to install.  If the keypad was installed not level, I apologize, rarely do I receive complaints about this technicians work, he is very meticulous. We will be happy to return and straighten it out if the [redacted]'s would desire, and they don't have to be home since the key pad is on the outside of the garage. As far as return the deductible for the [redacted]'s this is contractual agreement between them and AHS, I have to collect it for AHS and it is accounted back to them, if the [redacted]'s desires the $75.00 be returned to them, they will have to contact their warranty company. . As far as "Horrible Service" as Mr. [redacted] stated. it was our fault as not being able to contact the first technician as to the details he recorded, but he was out of town and could not be reached. The first visit was same day service. All appointments were kept and met within the time frame we agreed with the [redacted]'s yes there as an extra trip, without apparently letting the [redacted]'s know we had to ensure we had the correct information. before buying the parts to repair their garage door.  I'm sure the [redacted]'s were frustrated because they were denied on the first work order. AHS corrected this action and sent us a new work order and we tried to take care of them with the one extra trip. The other items were not authorized, I provide them the parts as a courtesy since they had been originally denied. I didn't want them or us to go through another denial or problem. So I just provided them from the cost of what AHS is going to pay our company.  I'm sorry if Mr [redacted] was put out, and wasted any of his time.  That was never our intention. Chris

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Address: 2650 S West Temple Ste B, Salt Lake City, Utah, United States, 84115-3055

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