Complaints

• Initial Complaint

  01/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This was a home warranty repair request. My warranty sent me RC Home Maintenance. I called to set up an appointment for service on 1/8/2024 with RC Home Maintenance and Improvement to service my dishwasher. I was told that they would fit me in on Friday 1/12/2024 between 9-1. No one showed up for the appointment and there was no call. I call and was told the weather was bad and they would come on Monday 1/15/2024 between 9-1. No one showed. I was told at that time that someone came to my house the previous Wednesday 1/10/2024 and that no one was home. I told him that my appointment was for Friday 1/12/2024 he said it must have been a communication issue. I had another appointment for 1/15/2024 between 9-1 again no show. No answer voicemail says it is full. Finally got thru another appointment set up for Friday 1/19/2024 9-1. Again no show. Call the person on the phone said to call the technician he didnt have time. I called ****. Who said he didnt have an order for me but he was 45 minutes away in ******* and would come right away. He did come opened the dishwasher asked how old it was and said it wasnt cost effective to fix so it would need to be replaced. He called and texted supposedly the warranty company with his report. I would hear in ***** hrs. I paid by check the $45 service fee. My check has been cashed. The warranty company has no record of the service report and will not process my claim without it. I have requested the report from RC almost every day including today 1/31/2024. The warranty company has reportedly requested also. There is a full voicemail. No response to SMS messages or emails. Now I have to get a new service provider and pay again. I have requested a refund which has to come from RC. Not likely. DO NOT USE THIS COMPANY!!!

• Initial Complaint

  01/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  on 12/27 I reached out to my home warranty **mpany, ******************** and explained that I was having issues with my furnace and it was making very loud noises / sounding like it was going to blow up. I turned the heat off until a technician **uld take a look, so I was without heat for a few days. They made an appointment with RC Home Maintenance on 12/29 between 8AM and noon. On 12/29, I called RC Home Maintenance and asked if they can please call or text me 30 min prior to arrival. That was around 9:30AM. I work in an office an arranged with my boss to work from home that day because of the appointment. At 12:19PM, when they did had not arrived, I called for an update and they advised they were stuck in traffic and it would be a **uple more hours. I expressed that I understand that things can be delayed but a **urtesy call would be appreciated when running late as this would be well after the appointment window. They apologized and said they'd be there in about 2 hours. 2 hours later, still not arrived, they called and said it would be another hour. They finally arrived, checked out the furnace and determined it was the fan. They turned the heat back on and said it's safe and works fine, just loud and the fan will be repaird/replaced and were out of my house 20 min later., after **llecting the $60 service fee in CASH. I asked for a receipt and they said it would be emailed I didn't receive the receipt.. Repairs through the home warranty ** need approval, so they said they'd **ntact me in ***** hours with a status update. In the meantime, no updates from either **mpany on the status for days. On Tues, Jan 3rd in the evening, I called the home warranty ** and they said the claim was already approved and I should have heard from RC Home Maintenance. So I called RC Home Maintenance and they said they were ordering the part and were about to call me with status and will get back to me with an appointment to install. On Wed, Jan 4th I noticed that there was no longer any heat **ming out and it was very un**mfortable in my house. On Thurs, Jan 5th at 12:30 PM, I call RC Home Maintenance for an update and received a response text immediately that said "Good afternoon I am on the other line with the **mpany seeing if I can get your part today". I responded with "OK thank you, The furnace is not providing heat, it's **ld. Also are you just checking today? It's been a week since someone was here.??" I didn't receive a response, so I called the warranty ** in the meantime to see if they can help and they said they would reach out to push for an update. Then at 2:25PM I received an automated appointment text from RC Home Maintenance for Friday, Jan 6th between 8AM and noon, which they didn't **nfirm with me first. This was really not a **nvenient time for me, so I called RC back at 2:38PM and immediately received a text response "Sorry, I can't talk right now." I responded "Can someone call me". They didn't. On Friday, Jan 6th at 8:09 AM, I text RC "Please text when you are 30 min away". They responded at 8:14 asking for the address, I gave it to them and at 10:13AM they responded "will do". At 12:34 I texted "The appt window was 8-noon???". I also called. No answer and no response to the text. At 2:18PM I texted "Please give me a real time. I have things to do. What time? You are 2 hours late and no update from you and it's **ld in here". They responded at 2:19 with "If we have anything to do because I'm leaving ********* headed your way but it's gonna take me a **uple hours I will be the one to **me here and take it off myself system of the technician I'm kind of tied up. I will call one hour prior to arrival and then I'll call 30 minutes prior to arrival. I replied at 2:21 ************** ever. " I'm sure I called after that. I have now lost **unt of how many calls I've made to them. They replied at 2:29 "Can I call you later". I replied at 2:30 "I need someone to call me ASAP". They responded at 2:32 "Aw I am in a bad service area cannot answer the phone." at 4:40PM I texted "how far, it's been 3 hours since you said you were a **uple hours away?" No response. I called a few more times. At 7:02PM They texted "I am on the phone with the driver now he is still stuck on the side of the road." I HAVE A BIG PROBLEM WITH THIS. Aside from the absolutely terrible and unprofessional **mmunication to this point, If the driver was able to **mmunicate to dispatch that he was stuck, he **uld have also **mmunicated that to me so I didn't have to cancel my plans and sit and wait for him. I responded back "how long?! Why didn't he notify me? Terrible service. I need someone to call me back. Someone called back and said he would get me a status update on the driver within 20 minutes, which didn't happen. I heard nothing else from them at all on Friday. I finally gave up around 9PM and had to get out of my house for a few hours because it was so **ld. Sat morning, I called them several times. No answer. I also texted "?????? What is going on". Then I called the warranty ** again. At 9:43 AM on Sat, Jan 7th, RC Home Maintenance texted "Good morning I apologize for the in**nvenience yesterday due to the technician breaking down but if you are available today I can have a technician **me there by one". I responded "Yes get it done". At 1:07 no one showed again! I texted "Where are they?!" They responded at 1:08PM "Tech is leaving Blue Island now". Side note, Blue Island is 33 min from Villa Park. Again no, **mmunication they would be late when I was told someone would be there by 1. I responded "Are you in serious??! What happened to by 1?????!". I called and was not at all happy with the leisure attitude that I received. He said "I'll be there in a few hours" I said "No give me an exact time! You're over 24 hours late!" I was loud. I yelled. At this point, I am extremely aggravated and it's freezing in my house. He said "we'll be there by 3". Then, the tech accidentally sent a text that was not meant for me that said "Ice cream one stop and then we're gonna head on the porch". Clearly he had time for ice cream but totally **ol to blow off a customer. I'm putting my life on hold waiting for these people and they don't care. I called the warranty **mpany to **mplain about this **mpany and ask for their help in getting this resolved. They said RC said they'll be at my house by 5PM. I said they told me 3PM. So the rep at the home warranty ** called RC Home Maintenance with me on the line and asked them to **nfirm. The guy said 3. Then he said I was belligerent and doesn't even want to go to the appt and will be happy to cancel the appt and refund me. He didn't know that I was on the call, so I spoke up and recapped what happened and threw in that if he had time for ice cream, he can make time to fulfill a customer appointment and he was quiet and said "ok, we'll be there at 3". You guessed it... 3PM **mes and guess what? no show. The phone rings a few min after 3 and it's a different #************, different guy from RC saying they don't have the part. What???? Why were they going to **me in the first place with no part? I said cancel, I want my refund. He said they will refund the warranty ** and they will refund me. I called the home warranty **. They said the refund would have to **me from RC. I called the guy at the above # back and he said he just got off the phone with the warranty ** and he will ensure I get my refund. I told him to send that to me in writing and he said to text that # with my email address. I did. I haven't received any refund email. I texted both #s back today for an update email on the refund. No response. There is no way I should have to pay. I have spent so much of my work and weekend time on this . The warranty ** found another **mpany to "hopefully" handle. The absolute worst service. My house is still freezing. It's been 12 days. I want my $60 back. It's the principal. They provided ZERO service. I should not have to pay. I will NEVER work with this **mpany again.

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