Western States Home Services

Review: I would like to lodge a complaint against Western States Home Services, LLC. Even though my household has never [to the best of our knowledge] done business with them, a representative continues to call every 6 months. They have been asked to remove the household from their lists. Our home phone number is listed on the national Do-Not-Call registry. Today “[redacted]” called from ###-###-#### to verify an appointment claimed to have been on their books since last year.Desired Settlement: Other than not wanting to be contacted by the business

Business

Response:

We certainly apologize for any trouble we may have caused Mr. [redacted] and whoever he spoke with here did remove his number as I couldn't find it in our database. We obtain lists from a variety of sources and they are required to be scrubbed against numbers on the National Do Not Call Registry. Sometimes they make mistakes.

In this case they did not. Mr. [redacted]'s number is Not registered with the National Do Not Call Registry as of August 22nd 2013. Attached is a copy of the verification that can be obtained at [redacted] by simply clicking on the verify registration tab.

I personally took the time to register his number for him. This is a link to verify that[redacted]

That will help him from receiving unwanted calls from all sources. In my experience it takes around 30 days or so for it to become active and a little longer to get weeded out as someone may have purchased his number in the last week and may not update their records immediately.

With this information I would like the complaint removed from our records as one, his phone number is not registered with the DNC, and two we have never done business with Mr. [redacted]

Regards,

Western States Home Services

###-###-####

Review: I received a cold call from a rep of this company yesterday evening. She had told me that they are offering an ac inspection for $29.95. I asked what was included. She advised that they would inspect the system, the duct work and replace air filters. I asked if they would be visually inspecting the duct work or would they need access to the crawl space. She said they would need to go into the attic. I agreed to schedule a service based upon her description of the service. The technician arrived the next day. He checked the thermostat and the unit itself. When I asked about the ducts and the filter, he seemed to know nothing about that. He said they don't carry filters with them and he has never gone into the attic for this type of service. The only reason I scheduled a service was because I knew I'd be getting a filter and the duct inspection as part of it.Desired Settlement: I feel that they did not provide me with the service they sold me and therefore I think a refund is in order. I paid $30 cash to the technician.

Business

Response:

WE HAVE A 100% SATISFACTION GUARANTEE SO OF COURSE THE CUSTOMER CAN GET THERE MONEY BACK. OUR DISPATCHERS WHEN SETTING TUNE UP CALLS ADVISE CUSTOMERS THAT IF THEY ARE NOT HAPPY WITH OUR SERVICE THEY DON'T HAVE TO PAY.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and issue me a full refund and, if it does, will consider this complaint resolved.

Regards,

Had an issue with my fan not coming on in the compressor unit called these guys because I knew this split unit was installed by them. I am a new owner of the house. When I called they recognized that the a/c was under warranty and never mentioned any cost involved in doing the warranty work except if the unit needed refrigerant. Tech came out diagnosed bad capacitor. I was then told that the repair would cost $160 :O or I can have the warranty transferred to my name for $350 plus I would have to keep up on bi annual service at another $200 something dollars a year. I wish they would have told me over the phone that they were going to charge me. I would have used my home warranty plan instead. Was never shown the black & white text document explaining the $350 charge to transfer warranty :(. Either way I wouldn't have done it. Tech seemed more like a salesman trying to sell me a service that was already paid for by the previous owner doesn't seem fair. The units are mine now warranty should transfer period. Will not recommend.

I received a phone solicitation offering a total inspection, including Freon if needed, for $35. I agreed, as we have recently moved and hadn't had the system checked. He showed up later than expected, was curt and unfriendly, inspected thoroughly, then convened a conference, complete with photos and information sheets. His lecture went on at length, and when I asked for the bottom line, he came up with $650 in repairs that must be done immediately. I had a house full of guests, and had not planned to have work done that day. He became hostile, threatening, and had to be told to leave by my husband and myself. He was very upset when I told him I would seek a second opinion before having any work done. The worst sales job I have ever experienced, and I am by no means young.

We are completely dissatisfied with Western States. In November of 2012 we had a new AC unit installed, along with some duct work, new installation and cleaning of the vents through out the house. We spent over $10,000.00 with this company. With the new unit we were given a warranty and service contract in which they would come out every 6 months to check on the unit. When they make the appointments they call sometimes the day they want to come and give you window of time. A lot of times we have to reschedule so it fits into our time frame. They are ALWAYS LATE!!! Not like 10 or 15 minutes but an hour and half late, or they never show up at all. They never apologize for keeping you waiting. In the last year we had the same service technician come out in the summer months. The technician is rude to us and always tries to sell us something. The technician was schedule to arrive between 2 and 4 pm, he texted us at 10 minutes before 5:00pm and said he was on his way he finally shows up at 5:25 that evening....an hour and half late. No apologize or anything he proceeds to do his check up and when he is done with his checkup he proceeds to tell us we need a return air flow unit in our master bedroom. This is the second time he suggested this. We asked why didn't they tell us this when they did all the work in the original install. He had no explanation yet wanted to sell us an extended labor warranty in which we were told we had a 10 year warranty. He tells us now its only for parts & service in which we asked again why didn't you tell us all of this when we made the install and all the work they did in the attic. He had no answer. By this time we were completely frustrated as the technician that came out in the winter said everything was fine and working properly. Being frustrated the technician could tell and proceeds to pound on his chest and said "You want to argue or something well here I am you can get your frustration out on me". We couldn't believe that this man had the gall to act this way in OUR home. Yet he wants us to spend another $2000+ with his company. We then called the office to make a complaint about this technician in which we were given to a service supervisor. We explained to him about how we felt we were treated by this so called technician. The Manager listen to our complaint and told us that someone would be coming out in the next few days to give us a second opinion on the service checkup. The Manager gave us his direct line so in the future we could contact him. So we waited and we never heard from anyone. So we called the Manager again and he made us an appointment for July 14, at 4:30pm for someone to come out. And NO ONE ever showed up, no calls or anything. We have no trust with this company. We will NEVER spend another dime with them. We will tell everyone to stay away from this company. We don't know what we are going to do as we have over 8 years to deal with this company as we have that service warranty to come out every 6 months to do a check up. At this point we do not want this Steve O. to come to our home ever again And if they recommend something we will always get a second opinion. Terrible company, terrible customer service and wouldn't trust them with anything.

Review: I scheduled an appt. to have a/c serviced to get a home warranty. after [redacted] did several items including time in the attic, I said, I believe there has been a mixup. I asked for a service, the a/c passed inspection. he replied that these inspectors don't do a complete job and it was necessary. I asked him to call the office and I attempted to reach my realtor who wasn't home. I thought that the office was closed(his) as it was after 5. upon completion I was taold how terrible the unit was, and showed me pictures of my home...and they were disgusting. I said, I can't believe this is my house, and he replied, do you want the new owners to move in with it like this...and you can't get a warranty without it being fixed. besides dirty, and mites, and mold, the air quality is extremely bad. I thought he took these pictures while doing the checkup. he also told me something was rusted, leaking water, broken, and had to be fixed. I never saw him check the f/p/he insisted I had to get all of this done, 930 dollars, for the warranty and the new owners. I told him it would have to be later, as I didn't have the money, and he offered me a new credit card which I declined. I said that I would discuss it and have it done next week, and he said that he could fix now, and it would be 60 dollars more later. I asked him to step outside, while I thought about it, and wheni went out, I asked about 2 payments and he agreed.after he left I couldn't read what he did, and it was then that I saw that these were NOT PICTURES OF MY HOUSE!!!! I feel that this is taking advantage of a older person, who was obviously stressed, busy packing, etc. and certainly gave me untrueful info. when I asked why I had never had trouble in the past, he reply, you were just lucky. I feel that I should receive a refund for work not needed, and money for compensation for the unnecessary worry from a fake report with fake pictures and saying that I needed this to obtain the warranty.Desired Settlement: refund for work not needed, and compensation for worry for the entire weekend, when I am closing in one week. I feel that I certainly was taken advantage of. and I tried to delay to check out what he said, and I wasn't given this option.

Business

Response:

The technician [redacted] that she indicates took the pictures with his IPad. The pictures are date and time stamped along with the GPS location of where they were taken. We would be happy to provide for anyone to see. Really unfortunate. The customer called in and we told her we would hold off on depositing her first check until we spoke with technician to find a resolution. She filed a complaint without giving us the courtesy of speaking with our technician first so now we have no choice but to respond to her complaint formally. She signed and approved the work and the pictures were taken and can be proved that they were taken at her home. We believe the complaint should be withdrawn as the basis of her complaint (pictures not of her home) is just simply not true.

Review: I have received calls identified as this company on 10/9/13, 11/1/13, 12/7/13, and 1/15/14. I am on the Do Not Call list. I have never done business with this company and have never heard of them. Requests to not call have been ignored. They are required by Federal law to check the Do Not Call list. The public should know that they are trying to drum up sales and when they ignore Federal law this, to me, is high pressure sales. They are also invading the privacy of my home. These companies call like this because they know reporting them to the [redacted] doesn't resolve anything. They merely change the phone number so they can't be traced. I will NEVER do business with companies that violate this law. Truly good companies get recommended by satisfied customers and don't have to stoop to illegal/unethical means.Desired Settlement: Start abiding by the Federal law and stop calling me.

Business

Response:

Dear Ms.[redacted],I apologize for any inconvenience we may have caused you,and we will remove your number immediately. I have reviewed our records and thesystem does show your number was dialed on the dates you mentioned, but nocontact was made on any occasion. We have informed the vendor we purchased thescrub numbers from of their mistake. It is not intention to call consumers onthe DNC list, so you will receive no further intrusion or calls from WesternStates.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Western States is a good company, they have very helpful office people and their technicians are some of the best.

Last year I needed a new A/C - Heat Pump Unit. I call Western States Home Service and got excellent service. They came back this year (I didn't have to call) and they did a yearly inspection on the unit and I got great results. I'm very happy with them and I recommend they to all. Check it out for yourself. Location: [redacted]

Review: I hired this Co. with from a low cost Ad. to service my A/C. The Tech. found an expensive Part needed to be replaced, but said if I'd sign up for a 2 year contract with them, he'd bury the cost of the Part and Installation in the contract price. I agreed and signed up for 4 semi-annual trips. On the next trip, he found another expensive part that needed to be replaced. But said, "with these 2 parts replaced, you A/C is almost new. Should last another 10 years" On the next visit, a different Tech found another expensive part was failing . I was nwt suspicious of this Tech's honesty. I said "I'd think about the part replacement". The Tech. then asked if I'd ever been in my Attic. I said "No" He wanted to check the Duct work and Insulation. I explained that I had a Vapor Barrier Co. do my Duct's and Insulation about 2 years ago and no one been up there since. He still went up. Came down and showed me, on his personal Smart phone, pictures of a big diamond shaped hole in my Plenum and Silver duct insulation that was not covering my ducts. He then showed me a video of a very expensive fix, that he recommended. I could not believe that Vapor Barrier co. would leave it like that, so I told him I did not want any of his expensive fixes and sent him away. The next day I went into the Attic and could not find any hole in my Plenum and my duct insulation was black, not silver that he showed me. I filed a complaint with the Registrar of Contractors. They closed saying "It's my word against theirs". Since I no longer trusted Western States, I hired another A/C company and they did not find a "Failing Part", nor did them find anything really wrong with my Plenum and Plenum Insulation. I then had an opportunity to use an APS Free Duct work examination and repair. While they said they did a general "Tightening up" of our Duct work, they did not find any hole in our Plenum or bad Insulation. Since I no longer trust Western States and I still had one visit left on my contract, on 8/8/15 I requested a refund of the last trip to my home as I did not want them to ever come back. Western States ignored my request. This was a very, very unpleasant experience with this company'Desired Settlement: Refund the cost of the final trip that was left on the Contract and never contact me again.

Business

Response:

For some reason [redacted] thinks that a different complaint venue will incur a different answer from us but it won't. I stand behind my original position. Our technicians are required to inspect the attic as part of our service and there are very good reasons for doing so.No where on any invoice that [redacted] signed does it say "Should last another 10 years" nor would it be practical to say it by us or anyone nor would it be practical to think that someone would believe it. That's why manufacturer's only warranty replacement parts for 1 year. [redacted] received more value that what he paid for in the original agreement. If you follow the attached invoices where he received services and parts included with the purchase they exceed the purchase price of the contract plain and simple. Meaning had he not bought the agreement and paid "a la carte" it would have exceeded the agreement purchase price.[redacted] complained to the [redacted] as well and that letter is attached. I still stand behind my position and my offer in the letter. I don't care what the other company said they did in regards to sealing [redacted]'s duct work. We used to seal by hand as well many years ago until we found a much better and efficient process via Aeroseal. We have now serviced approximately 140,000 homes in the Phoenix and Tucson area over the last 8 years and I can count on both hands the number of homes we were in that the duct work was installed correctly and not leaking. Nor have we ever run into a situation that we were not able to improve the duct work and leakage via the Aeroseal process. This is quite possibly why [redacted] and [redacted] offer homeowners a $400 rebate by having their duct work sealed professionally and why their is NO rebate for vapor barrier that I am aware of. [redacted]'s number has been removed from our database.

Consumer

Response:

No where, in the Companies response's to the [redacted], or the Revdex.com does the President of the company speak to the pictures of (1) the alleged diamond shaped hole in my Plenum (2) the fact that the the pictures were of Silver duct insulation and mine are black and (3) that I was still contractually entitled to One More Service call. Since I do not trust this company to come anywhere near my home, I submit I am entitled to the dollar value of the 4th and final Service Call. 1/4th of the original contract price of $422, ergo $108.25.

Business

Response:

I have never seen the picture the customer wants me to respond too and that is why I haven't. It is not on any documentation that we have and unless he can send me the picture I can't comment on it. The work order from the day our technician was on sight states under the recommendations suggests "[redacted] Duct Seal Program". Which is just that a recommendation. [redacted] signed the work order as stated with no reference to any picture. Just below that on the work order there is a box that states "I also understand that I have the option of seeking other bids before authorizing the work". That is in our work order with the customers best interest in mind, not ours. He chose to have another opinion and that is his right.As far as the Service Agreement goes. [redacted] paid $449 for the service agreement originally that is on invoice # 47910 that I attached during the last correspondence. On that ticket it shows two services that we preformed that same day as part of him purchasing the agreement, each was for $193 for a total of $386. In May of 2014 [redacted] purchased a Compressor Saver /Start kit on Invoice #[redacted] that was also previously attached. Because of the Service Agreement he paid $358 instead of $433.60 (shown clearly on the invoice) or a savings of $75.60 not including the savings on tax. As [redacted] already stated we completed 3 of the 4 tune ups as part of his agreement. So he paid $449 for a Service Agreement that saved him a total of ($193, $193 and $75.60) $462.80 which is more than the $449 originally. If we were to cancel the Service Agreement the money left over would be a $-13.80. You can't expect to get all of the benefits of a Service Agreement over the life of the agreement and then not pay for the items that were included because of having the agreement.