Expert Development LLC

ID[redacted]RE: [redacted]Cross Country Home Services (HMS) claim [redacted]Mr. Scuster's claim was e-mailed to our office at 8:54pm on 8/19/15 from Cross Country Home Services (HMS).Answering Service which is our after hours phone service provider received a call from...

Mr [redacted] at 8:28pm on 8/19/15, which at the point they took message and dispatch at 8:47pm to our on call tech 8/19/15.That evening Pete our lead/manger tech was on call.  Once he was dispatched the call by the answering service, he would call the customer to access the problem.  Yes, he would have advised them that we do not go out in the night hours for safety issue and work on units outside.  The warranty company did not deem the service call as an emergency, so someone in the office will call you in the morning to schedule and appointment.At 9:27pm the Answereing Serivce received another call from the [redacted]'s stating they wanted an appointment first ting in the morning was already booked for the morning.Our office opens at 8:00am, Mrs. [redacted] called and left message at 8:05am with our Answering Serivce it was received at 8:05am on 8/20/15.  Mrs. [redacted]'s appointment was put in the dispatch board at 8:33am with a two hour window 2pm-4pm for that day 8/20/15.According to the GPS tracking our tech arrived at their home at 3:19pm on 8/20/15.  He  found that the fan blade was bent in the unit questioning how that could happen.  He advised customer, since no model or serial number he would have to take the fan blade and motor to the supply house and have them match, this would be done on 8/21/15.  If we found a match that was a stock item we would be back out 8/21 to fix.  If we found it had to be ordered we would let them know and it would be scheduled once part arrived.  On 8/21 tech was going to supply house when customer canceled call with HMS and they called to have us return the fan blade and motor back to the customer.Part was return to home owner in the afternoon 8/21/15.The agreement with the warranty company HMS is that w receive a call, respond to customer and schedule the withing 48 hours, all of  which was done.Please advise if you need any other information, feel free to call our office 1 440 398 9415.Thank you