Complaints

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• Initial Complaint

  Date:11/06/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The company is not licensed. He came out and completely fried my heat and air unit and I had to have it repaired by someone else. He&#**;s threatening to put a lien against my house. He&#**;s trying to claim I owe him $100, but my home warranty already paid him.

  Business Response

  Date: 11/13/2023

  Starting on 8/30 the customer was diagnosed with a bad blower motor and the warranty declined coverage. also observed visible damage from dogs on the insulation and thermostat wire. The customer had the motor replaced by outside source. After a few months on 11/2 I received a call from the warranty company asking if i would mind taking the same customer again. After arriving, the customer spent the first part of the encounter stating that the issue was with the thermostat wire and we were paid to replace it. After checking records and learning the claim was denied, ****** as the reason for the original call was ******** and we replaced her thermostat, which was covered under warranty, but not the wiring. While inspecting the thermostat out of goodwill (since she was not paying and my job was invalid). I found nothing wrong with it but a blown low voltage fuse. We replaced the fuse and then she stated the whole issue began with her trying to hook up her nest thermostat and no common wire connection was working. After inspecting further we found 21 volts on the Common to Power terminal and 27 on all others. I assumed the wire had degraded and was no longer viable as it was easilly broken when mounting to the thermostat. She stated she had 2 kids and really needed it replaced that night reguardless of warranty approval. I had her sign a form agreeing to pay 100$ if they don't cover it. We ran the wire, performed a functions check and left after the system ran for 10 minutes. Around ***** minutes later we receive a call saying it stopped working and nothing is coming on. We were already on the way to *************** and couldn't make it until the next day. I arrive the next morning to 5-6 people standing around me casually questioning my abilities. I had the foresight to bring my gopro as I was suspicious after remembering this is the customer who repeatedly lied about having approval and trying to convince me to do repairs early. I noticed the thermostat wiring had been changed and the common wire placed on the * terminal( its a blue wire and is common mistake for homeowners) It turns out she tried to hook up her nest thermostat and blew the fuse. Afterwords she had placed the original back and couldn't find where to put the wire. I went through all the low voltage circuit to ensure no future problems(on camera) and the only issue was a bad transformer. I grabbed one from the truck as I had instructed them I wasn't worried about the 14$ part. Fired it up but noted high resistance on gas valve and warned them it may break down this winter. She said "My husband would like you to leave, we are having a real professional come out" , "No offence sorry but we don't want you messing it up worse". Keep in mind this is after its fixed, they ask me to leave. They wanted me to take my parts off and leave it for the next guy. She commented on my sigh, and stated: "So you have an attitude after people ask you to leave, I can see why someone would write you a bad check" I told her it had nothing to do with what I did, but if she wanted the nest thermostat she should have just asked me to install it while there. Afterwards she had been filing complaints about false licensing. I am nate certified and I'm not sure where she checked, but if you need the ** just reach back out. Thank you

  Business Response

  Date: 11/13/2023

  Starting on 8/30 the customer was diagnosed with a bad blower motor and the warranty declined coverage. also observed visible damage from dogs on the insulation and thermostat wire. The customer had the motor replaced by outside source. After a few months on 11/2 I received a call from the warranty company asking if i would mind taking the same customer again. After arriving, the customer spent the first part of the encounter stating that the issue was with the thermostat wire and we were paid to replace it. After checking records and learning the claim was denied, ****** as the reason for the original call was ******** and we replaced her thermostat, which was covered under warranty, but not the wiring. While inspecting the thermostat out of goodwill (since she was not paying and my job was invalid). I found nothing wrong with it but a blown low voltage fuse. We replaced the fuse and then she stated the whole issue began with her trying to hook up her nest thermostat and no common wire connection was working. After inspecting further we found 21 volts on the Common to Power terminal and 27 on all others. I assumed the wire had degraded and was no longer viable as it was easilly broken when mounting to the thermostat. She stated she had 2 kids and really needed it replaced that night reguardless of warranty approval. I had her sign a form agreeing to pay 100$ if they don't cover it. We ran the wire, performed a functions check and left after the system ran for 10 minutes. Around ***** minutes later we receive a call saying it stopped working and nothing is coming on. We were already on the way to *************** and couldn't make it until the next day. I arrive the next morning to 5-6 people standing around me casually questioning my abilities. I had the foresight to bring my gopro as I was suspicious after remembering this is the customer who repeatedly lied about having approval and trying to convince me to do repairs early. I noticed the thermostat wiring had been changed and the common wire placed on the * terminal( its a blue wire and is common mistake for homeowners) It turns out she tried to hook up her nest thermostat and blew the fuse. Afterwords she had placed the original back and couldn't find where to put the wire. I went through all the low voltage circuit to ensure no future problems(on camera) and the only issue was a bad transformer. I grabbed one from the truck as I had instructed them I wasn't worried about the 14$ part. Fired it up but noted high resistance on gas valve and warned them it may break down this winter. She said "My husband would like you to leave, we are having a real professional come out" , "No offence sorry but we don't want you messing it up worse". Keep in mind this is after its fixed, they ask me to leave. They wanted me to take my parts off and leave it for the next guy. She commented on my sigh, and stated: "So you have an attitude after people ask you to leave, I can see why someone would write you a bad check" I told her it had nothing to do with what I did, but if she wanted the nest thermostat she should have just asked me to install it while there. Afterwards she had been filing complaints about false licensing. I am nate certified and I'm not sure where she checked, but if you need the ** just reach back out. Thank you

  Customer Answer

  Date: 11/14/2023

  Complaint: 20830611
  
  I am rejecting this response because: He is completely lying he was only coming out to finish the wire replacement from the original time home warranty sent him out. Choice home warranty only approved that out of the ductwork. I called choice home warranty several times to schedule it and they keep trying to get a hold of Nerdserv so they reassigned it and the other person didnt show so it again reassigned to Nerdserv. I never installed a nest thermostat. I had one and it was only installed by the processional I hired to fix what he damaged. He stated I called him 30mins or so later when I called him not even 5 mins after he left when it was blowing out any heat even when I kicked the thermostat up to 80 and he said he was stopping at the gas station for a drink and to give it a minute that he believed it was warming up to kick on and he texted me asking if any change and I told him no it wasnt kicking on. 
  
  
  
  Sincerely,
  
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