Complaints

• Initial Complaint

  02/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  ****** mechanical came to my house and saw corrosion in my HVAC unit. They also replaced a transformer. They left and the unit was not working. They came back and thought they fixed the error and writhing 30 min the unit stoped wotking. I called to have them come out, I was here and did not hear the door bell. The technician came out and said he could not fix it. I got a second opinion through ******** **** ****** and he said he could not fix it because the previous technician required the system wrong to make it work, bypassed part of the system and hooked it up wrong. I called ****** mechanical back and spoke with the owner. I explained what was happening and he said the technician should have known how to fix it. He said he would come out because he could fix it. He came and I saw him pulling out and called him seven times and he ignored my call, I even let the office know. I know he was getting the calls because it was ringing then going to voice mail then he switched it to go to voice mail immediately. I called them back and they set up an appointment. That day, half way through the day, I got a call from ******** **** ****** stating that they refuse to give me service. I have one quote already for $**** to fix the damage, I am now getting a second quote because they could not even submit a cost to repair it.

  

  Business response

  02/07/2023

  We were assigned this service call via a home warranty, ******** **** ******. As such, we are required to work within their parameters to provide a diagnosis for authorization. As a mechanical system (and I believe he had more than one if memory serves me right) we cannot always diagnose all problems initially, especially if there is a power issue. We have to repair the system to the point that we can get it to run for further diagnosis.   We made two appointments to service this customer. Our office is in Emporia, VA and service calls to customer's area are costly due to fuel, mechanics time, etc. No shows are detrimental to our operational costs. On the day in question, our mechanic called several times and waited in the driveway over 30 minutes. He also knocked several times in an attempt to make contact with the customer to no avail.  Our mechanics do no accept incoming calls, as all scheduling and information goes through our office due to electronic dispatch. We don't encourage our mechanics to drive or text while on the road during the day. By the time we heard from the customer, the mechanic had moved on to his other calls.  After two failed attempts to service the customer, management made the decision to not attempt another service call due to costs. We let the customer's home warranty know to reassign the service work to another company. We recommended that ******** **** ****** assign a company located in closer to proximity to the customer so that not only could they respond in a more timely manner, but also missed appointments would create such an issue. 

  Customer response

  02/14/2023

  
  Complaint: 19347298
  
  I am rejecting this response because:  The technician was the owner of the company and saw it on his phone and ignored it.  He had just called me prior so he knew who the call is from.  This is just bad support.  I called when he had stopped at the end of the driveway to turn around in a cul-de-sac. Also a technician from another (3rd) company came out to the house and the this technician said that you had destroyed the unit and wiring harness as did the second.  He also saw a wire outside that allows the communication between units was frayed and multiple connections were connecting. This and corrosion in the main unit is what had caused the unit issues.  They are replacing parts and fixing it properly to ensure the system is fixed to standard.  They also have to replace the heating control unit and wiring harness that you butchered instead of fixing and diagnosing the unit properly.  I ask that people are allowed to review this and see the type of work that they are doing.  I tried to work with this company.
  
  Sincerely,
  
  Chris ******

  

  Business response

  02/14/2023

  Once again we made several attempts to resolve this customers lack of heat within his home warranty parameters. Yes, Mr ****** drove out to customers house to try for resolution. As an owner, he typically does not work in the field doing service calls but was attempting to help this customer. He even postponed a prior commitment in order to drive out to Mr ****** house. However., he made several attempts to reach customer. Our policy is to make every effort to reach a customer. In this case we could not so we had to move on. Mr ****** was not in the truck so he has no idea what was going on with the phone. As for the hvac repairs, our first mechanic made an attempt to get heat for customer when the ambient temp was freezing. We also do not, as policy, condemn or bad mouth other companies diagnosis when they are not on site to defend themselves and we are disappointed that other companies do not follow that. Mechanical systems are dynamic and can fail at any given time. ****** Mechanical stands by our policy concerning no shows, and our work ethic. We have an excellent rating with the customers home warranty company and have partnered with them for almost 10 years. We will have  no further comment

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