West End Mechanical

Case#[redacted]May 2, 2015To whom it may concern:     The purpose of this email is to express our experience with Mr. [redacted] and in no way are we responsible for his undesirable reaction. As a company we are sill able to pursue legal actions on...

his outstanding debt if not paid in full with-in the thirty period set fourth on the back of his signed invoice.     Our company received a dispatch from a home warranty company of a no a/c call at Mr. [redacted] residents. We scheduled the call and our service technician went to his house and diagnosed the broken system.  After making our diagnoses and getting the appropriate model and serial numbers. Our office called into the home warranty company with what we had found.  Mr. [redacted] had just purchased this home warranty last month and made a service request only two days after his effective date. This sent up a red flag not only to our company but to the home warranty company as well. The part that failed is between a $950.00-1,250.00 repair. Again he just purchased this home warranty and typically the homeowner makes monthly payments of around $60.00. Policies range from $400-$600 a year.  These home warranties are not like hitting the lottery.  Had he been a long time loyal customer, the home warranty company would have replaced the broken part. However this is not the circumstance. The home warranty company did deny him due to preexisting detectable conditions. We informed him he could call them back and ask for a second opinion.  If the second company agrees with our opinion, he would have to pay another service fee.  Upon our diagnose we are required to collect a service fee co-pay, no different that going to the doctors. Mr. [redacted] paid us with a credit card, which was declined. We are very sorry his claim was not covered by his home warranty policy, how ever we offered to fix his system at a retail cost, he turned us down.  Mr. [redacted] has already reposted this to our Facebook page, contacted you, and doing whatever he can in his power to slander our company with out paying us. We did not cause any damage in his home nor on his property, we offered a simple opinion which he strongly disagreed.  I would like the Revdex.com to please contact me after reviewing this email. We can send the original invoice that he signed on Monday if you like.  If you have any further questions please contact me directly at our office.  Thank you for the opportunity for us to clear the air.  We are a small company which runs around 3000 service calls a year. A Complaint like this one, is not something that we are a custom to receiving and we take our customer service very serious. We are a customer service company that just so happens to service and install heating and air conditioning equipment. Yours truly,          [redacted]Philippians [2:3]- (3)Do nothing out of selfish ambition or vain conceit, but in humility consider others better than yourselves?

Review: Due to air conditioning unit failure, I placed a work order through my home warranty, [redacted]), for a service repair. West End Heating and Air was called and they came out to look at the problem. From their investigation, the pan had filled up with water and the unit kicked off, due to a less than year old safety float switch that is installed to prevent overflows. When I asked what caused the leak, the technician said he wasn't sure, but "it's running now, so just keep an eye on it." When I shared my concern of it happening again, he responded with the same answer. A week later, I came home to find water stains on my ceiling, when I went in the attic, the pan was overflowing with water and the unit was running and had not not shutoff. I called West End immediately and they could not get out there for two days. I was worried about further ceiling damage, so I called [redacted] and they submitted an emergency work order as they called this "secondary damage." Another contractor came out that evening and found the reason the unit did not shutoff due to the water. The float switch, which worked previously, was improperly set and noted on receipt. Also, they found the water was caused by a leak in the coils and repaired. The unit is running fine now. I've since called West End Heating and Air to discuss ceiling repair due to water damage, as the safety switch did not work following their initial visit resulting in the water damage, not to mention they not resolving the water leak problem. I was told by their service manager that they "did not do any repairs and are not at fault." However, they did get the unit restarted only to have another water leak a week later. The service manager told me "he wasn't working for me, but [redacted]" and that on those calls they "provide minimal service repair", "if we can't see it, we can't fix it" was his comment. So, I'm left with a water damaged ceiling, which wasn't present prior to West End Heating and Air "service."Desired Settlement: I'd like my ceiling repaired. I've sent West End pictures of the damage. They refuse to do the right thing. I've also asked they at least refund my $60 fee. They again refused. However their website states: "We pride ourselves on professionalism as a foundation, while providing only the best quality heating and air service for all for our customers. West End Heating & Air strives for excellence and customer satisfaction, which makes us an [redacted] company that you can count on." False advertising.

Business

Response:

To whom it may concern:

Review: Recently I contacted [redacted], my inside unit was not blowing air, but the outside unit was working. When the Tech came out, I advised him that as he could hear the outside unit was working but the unit would not blow inside. This issue happened on Monday when I woke up and my house was cold. The technician, reported to [redacted] that the Home owner (me) advised that the unit has not been working properly for a while, and that it was his professional opinion that the unit hasn’t been working for a while. This is not true and was not what I informed the technician.

While I have no issue with his professional opinion, I do have a problem that he would give false claims from the homeowner to [redacted]. When I called the manager to as why the tech would do this, she advised me that it is the company’s job to protect [redacted] from fraud and the tech felt that the unit had been not working properly for a while.

Too be fraudulent to protect fraud is a problem. The Manager advised me that she chooses to believe her techs statement over the customers response.Desired Settlement: I don't want this company to change its professional opinion of what they feel. I solely desire a change in customers service practices so that other customers will not go through what I experienced in the irritate conversation.

Business

Response:

Case#[redacted]May 2, 2015To whom it may concern: The purpose of this email is to express our experience with Mr. [redacted] and in no way are we responsible for his undesirable reaction. As a company we are sill able to pursue legal actions on his outstanding debt if not paid in full with-in the thirty period set fourth on the back of his signed invoice. Our company received a dispatch from a home warranty company of a no a/c call at Mr. [redacted] residents. We scheduled the call and our service technician went to his house and diagnosed the broken system. After making our diagnoses and getting the appropriate model and serial numbers. Our office called into the home warranty company with what we had found. Mr. [redacted] had just purchased this home warranty last month and made a service request only two days after his effective date. This sent up a red flag not only to our company but to the home warranty company as well. The part that failed is between a $950.00-1,250.00 repair. Again he just purchased this home warranty and typically the homeowner makes monthly payments of around $60.00. Policies range from $400-$600 a year. These home warranties are not like hitting the lottery. Had he been a long time loyal customer, the home warranty company would have replaced the broken part. However this is not the circumstance. The home warranty company did deny him due to preexisting detectable conditions. We informed him he could call them back and ask for a second opinion. If the second company agrees with our opinion, he would have to pay another service fee. Upon our diagnose we are required to collect a service fee co-pay, no different that going to the doctors. Mr. [redacted] paid us with a credit card, which was declined. We are very sorry his claim was not covered by his home warranty policy, how ever we offered to fix his system at a retail cost, he turned us down. Mr. [redacted] has already reposted this to our Facebook page, contacted you, and doing whatever he can in his power to slander our company with out paying us. We did not cause any damage in his home nor on his property, we offered a simple opinion which he strongly disagreed. I would like the Revdex.com to please contact me after reviewing this email. We can send the original invoice that he signed on Monday if you like. If you have any further questions please contact me directly at our office. Thank you for the opportunity for us to clear the air. We are a small company which runs around 3000 service calls a year. A Complaint like this one, is not something that we are a custom to receiving and we take our customer service very serious. We are a customer service company that just so happens to service and install heating and air conditioning equipment. Yours truly, [redacted]Philippians [2:3]- (3)Do nothing out of selfish ambition or vain conceit, but in humility consider others better than yourselves?