REO Mechanical

This is another home warranty clam, and customer has not paid for the motors  that were installed, per our home warranty contract we are supposed to try universal style motors, and we did. It did not last, for that we are sorry. However free of charge we ordered a $350.00 motor and replaced it...

for her. Home Warranty denied her claim and we did not bill her for all the trips and motor. Please feel free to call me if you have any questions  [redacted]REO Mechanical[redacted]Sacramento CA 95815

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I accept this agreement assuming that REO follows through with my request in a reasonable length of time. I believe 7-10 business days would be reasonable.

Review: REO was contracted by our home warranty insurance company, [redacted], to replace our heating &AC unit, per our home insurance replacement policy. We were told by the insurance company we would be responsible for $1965 for the replacement of the old unit. We asked them for an itemized list of what that $1965 was for, and they provided us a list of line items, parts and services, that were not covered by the policy that REO mechanical would be replaced or provided as part of the service (this email is included in the packet). Upon completion of the job, I asked the installer which of those parts and/or services were needed, and he told me exactly which items were needed, and which were not. I complained to the company's management that I shouldn't have to pay for services and parts/materials that were not provided. [redacted] (REO Mechanical) proceeded to tell me that they HAVE to charge these amounts or they won't make money on these replacement insurance jobs. She apologized and stated that they get regular complaints like this and she understands why, but it is only from those that choose not to upgrade to a more expensive unit. She said there was nothing she could do about it if her company wants to remain profitable on these types of jobs. We offered a resolution, that we pay for the items that they had quoted that WERE needed for a total of $915 (paid). We also agreed to pay an additional $400 for duct sealing, if necessary, pending the results of the HERS testing (which has already been paid for but not performed). All of these emails are included in the attached materials as well, as they full agreed to this proposed resolution. They then proceeded to not show up for our next two scheduled meetings for HERS testing and duct sealing. Upon another complaint to our insurance company, the insurance company "fired" REO mechanical, stating that they would provide another contractor to complete the job, as we had already paid for the necessary HERS testing. After a couple of weeks the insurance informed us that this was an issue between us and REO mechanical, and would not be intervening to have the job completed, despite the fact they had hired and fired REO mechanical. We then re-approached REO mechanical to complete the job per the agreed upon terms (to pay only for work that was completed, or to be completed, per the attached email) and they declined this offer. They then sent notice of intent to file a mechanics lien for the full amount of $1965 (attached), and said they would not complete the HERS testing they have already been paid for unless we relent to pay the full cost of $1965, which included the list of services and parts that were not necessary for our installation. They have admitted that the total of $1965 is nothing more than a stated total that they "need to make to be profitable on the job", and does not represent in any way the work that was done or needs to be done.Desired Settlement: I hope this information, along with the attached materials (contracts, emails, CSLB complaint form, lien filings and canceled checks) will help you to understand the situation. Our goal is to have REO complete the work that has already been paid for, and put this whole mess behind us. I am sure they would like to move on from this situation as well. Our goal or intent is not to harm any party, but to pay what we were quoted for the work that was perform. Nothing more and nothing less.

Best Regards,

Business

Response:

Mr. [redacted]: Thank you for your email.Please consider this email a timeline of what has transpired

with regard to your Home Improvement Contract with REO Mechanical dated

09/14/2015. If you want to commence

complaints and bad reviews, I will respond with this detailed study of your

behavior during this process.In accordance with the terms of the Home Improvement Contract

dated 09/14/2015 signed by you and REO Mechanical, REO has delivered and

installed a replacement 3.5 ton gas pak HVAC unit. The project was completed on 10/1/2015

waiting for duct seal and inspections. The total cost agreed to by you and REO Mechanical for the installation

is the amount of $1,965. A deposit of 10%

was received from you in the amount of $196.00. Upon completion, on 10/01/2015 the amount of $1,769 was received to pay

the balance due in full. Somehow, after the project was complete, after you paid for the

project with a check, while we were waiting for inspections - you decided to

renegotiate the contract after the fact and unfortunately for REO Mechanical,

you stopped payment on the balance due. Then, on 10/15/2015 you decided to remit the amount of $719 as your

payment for the contract and decided to file unfounded and untrue complaints on

REO Mechanical.Then on 10/29/2015 you changed your mind again and made the

decision that you wanted a refund in the amount of $450 from the $719 you paid

on 10/15/2015.With your interesting display of decision-making on 10/12/2015 I

offered a concession to you to clear this project up. I offered the reduced price of $1,315 in

total for the entire project -providing you a discount of $650. Unfortunately it looks as though you are set on making a big

mess of this project and a discount will not make you make the correct decision

and finish this one. Maybe it will. I am not sure what decision you will make

tomorrow.The bottom line is that you want to pretend that REO Mechanical

did you wrong. That is untrue and you

with your decisionmaking are putting REO into the position that we will be

forced to defend ourselves. We are just

about to that point.Please reconsider all of your decisionmaking as noted

above. You signed a contract. A promise for a promise - it is real

simple. REO Mechanical perfomed in

accordance with the terms of the one and only agreement between you and REO

Mechanical. You, after the fact, unilaterally

want to change the terms of this agreement. You are thinking that if you make a big enough mess this will all go

away. You do not want to pay for what

you received. This will not go

away. You making the mess will force REO

Mechanical to provide an equal defense.I will wait 24 hours for you to make the correct decision. Then I will commence my defense against

you. This documentation will become a

part of the public record of my defense.

Review: My wife has I have health problems are AC went out called [redacted] to get it repaired we caned handle the heat it tucka week and 1/2 be for they cam out the the repair man came out to look at it they sad we need a new AC there call me the cost going up I called a local company they fix for $142 and they fix what the Reo Mechanical repair man didDesired Settlement: for that company to go out if Business before they do it to some one else

Business

Response:

We received the work order from [redacted] on Thursday, 7/27/15 and made the appointment for Tuesday 8/4/15. My technician diagnosed that the blower was bad causing a direct short and due to a leak in the condensing coil it is not recommended to repair it. The systems is 25 years old and in our technician’s opinion, in need of replacement. We worked with [redacted] to quote them options for a new A/C unit. They did not agree to a new system, so we closed the work order. Mr. [redacted] had the right to have [redacted] sent out another company for a second opinion.REO Mechanical is not prepared to close the doors (as the customer desires).Sincerely,[redacted]

Review: On, July 27th Reo Mechanical Heating and Air Condihtioning, received a work order through [redacted] to repair the air conditioning at our mobile home at [redacted]., They are required by [redacted] to contact the customer within 24 to 48 hours to set an appointment, they failed to do so. We contacted them on Thursday the 30th and on Friday July 31st. Originally we were told they could come out on Monday August 3rd. When we called Friday to inquire whether they could come out sooner, they informed us they couldn't come until Tuesday. We set the appointment for that day. They called back again, saying their secretary had made a mistake and they woulddn't come until Wednesday. When asked if they could come sooner they asked if we wanted to cancel the work order. Being an [redacted] customer we have no say in who they contract with as vendors, so we could not cancel the work order. We feel that we are caught between a rock and a hard place.Because of their incompetent customer service we have been waiting 5 business days for service. This is totally unacceptable. Instead of contacting us within the allotted time frame, we had to contact them. Again this is poor business practice and unacceptable. We feel that we should not have to pay any fees for the service call due to their not living up to their end of the contract and general incompetence.Desired Settlement: call us like you were suppose to. Fire whoever was responsible for losing the work order and improve your customer service Do your job in a timely manner

Business

Response:

Thank you for the communication regarding Mr. & Mrs. [redacted]. I want apologize for my delay in response to this matter. It is our intention to have a growing base of happy customers. In that effort, this year we agreed to provide service to home warranty businesses. Unfortunately, with [redacted] (AHW), we were unaware we became the main contractor servicing their client base. With that in mind the temperature suddenly heated up and the volume of AHW calls exceeded our capacity. Therefore, at the time of Mr. & Mrs. [redacted]’s contact we were in the middle of an onslaught of calls by AHW. Our intention was to serve and help out every customer possible. We made a request for AHS to forward the excessive calls to another contractor. Unfortunately, all the other contractor’s were also unable to respond. Since we were unable to service the [redacted]s we of course did not charge them at all. Therefore, we cannot refund any charges. However, we can offer them a free service call in the future should they have any HVAC needs at all. If there is anything else we can do please let me know. Again, I apologize for the inconvenience this issue has caused. Sincerely, [redacted]REO Mechanical

Review: I have [redacted] home insurance. My AC/Heat unit went out on 11/13. AMS referred my repair request to REO on 11/13. They were to contact me in 48 hrs. I called them on 11/17 after 4 days of not being contacted. They couldn't send a repairman until 11/25. On 11/25 the repairman, [redacted], determined the blower motor went out. I called the shop that afternoon to get an estimated repair date. I spoke to [redacted]. She said the part would be ordered by 11/30 and hopefully installed by midweek. 11/30- I called. The part hadn't been ordered. I called again on 12/1, I got the same story. I explained that I did not have heat and my house was 54 degrees. I'd been using a space heater when my family was home. [redacted] explained it was difficult to find a replacement motor. I asked if AHS would replace the unit, since that is what they advertise. [redacted] said it was very difficult to get them to replace whole units, even when the part is hard to find. [redacted] said she would call me the next day, 12/2. I haven't heard from REO after that day and today's date is 12/7.Desired Settlement: I would like a refund of my 75.00 service fee since REO hasn't made any attempts to repair my unit in a reasonable length of time. If applicable, I'd also like to persue this same concern with [redacted].

Business

Response:

Sorry for all the delay, please note we did not accept the offer from [redacted] until 11/17/2015 and only did because you called and needed service. [redacted] only covers $100.00 for both labor and parts! We have to purchase rescue motors in order to even get close to break even. We will refund you $75.00 and you can request another contractor and give the fee to them. Let me know our motor shipment is due tomorrow, we like to wait until motors are in hand before we schedule. Please let us know Thanks ~[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. I accept this agreement assuming that REO follows through with my request in a reasonable length of time. I believe 7-10 business days would be reasonable.

Review: You need to remove the A plus rating from this business. There is no current California State Contractors License associated with this business. The one that is printed on their bills/invoices/reports has a license that expired 7/2010.The came out to my home 7/10/2015 because my home warranty made us use them. They removed freon from our HVAC, which was working fine before their "tech" [redacted] touched it.We had lots of cold air before he came but it only cooled to 74 degrees. He announced he was taking freon out because " the pressure was too high at 275." I saw and hearD him take it out, and he did it improperly, leaving the port on the high side open. I assumed he knew what he was doing.He was on the phone with his supervisor [redacted] while he was at the unit working on it. I turned it off when he came in. Because it was cool for the next 4 days I did not turn it on again . When I did there was NO cold air. I then checked the label on the unit and 275 was a normal reading. We called them to return and put the freon back in. They told my husband there would be NO fees charged at all. NOT TRUE. They sent us a bill for $678.00 for the freon and the service call. NOT REPUTABLE AT ALL. $678 plus $60 = $738 SHOULD HAVE AN F SINCE THEY HAVE NO LICENSE CONNECTED WITH THE BUSINESS AT ALL ACCORDING TO THE CALIFORNIA CONTRACTORS LICENSE BOARD.Desired Settlement: Reverse the charges since their tech took the unit down.The unit was fine until [redacted], the fir touched it. Their man that came out and put freon back in. [redacted], their worker who came to fix it the second time, said the high port for the freon was left open. They were the only ones to touch the unit. Freon is $98/pound and my unit holds 5 pounds, which is what they charged me $500 to replace what they took out. Give them an F for not having ANY license and advertising that they do.NOT HONEST

Business

Response:

Our License number is on our invoice and all paperwork # [redacted] never took her freon. We went to her home 2-hours away just to show her what type of device (re-clam tank) would be needed to "remove freon" she has a slow leak we informed her of this and said she would need a new unit soon. She was upset her home warranty would not cover more of the cost of the unit. [redacted] went to her home free of charge the home Warranty co. informed us she will need to pay full retail for the return visit. [redacted] showed up and they sent him away said come back in 2-hours! So he did and then explained to her husband how it all works and he approved the freon at the home warranty rate, and agreed Jake never hooked up that kind-a of device that would be needed to "Steal Freon" we let him know it to will eventually leak out. He said thanks and appreciated us waiting around for 2-hours and then driving a total of 4 just to show them we did everything by the book. She also sent in a complaint to the contractor board and they are shocked she would wast there time with this! She wants everything for free when bottom line is: the time for 2-tech's at retail is $89.00 per hour and plus the cost of freon totals well over $1,000.00 they are doing what another contractor has asked them to do in order for him to get the replacement of there unit VERY SAD

Consumer

Response:

My husband and I disagree with the response from REO Mechanical for the following :1- the license number on the first invoice expired in 2010. ( NEVER renewed ).It was presented to us fraudulently . Not all invoices have even that number on them.2- the Freon in our unit was removed by [redacted] physically .We have proof, plus he never tightened the valves before he left which added to the loss.3- prior to the second visit I had a call from [redacted] ,a Manager ( or so he said he was ) he said would send a man out from Chico and fix our problem with the HVAC. Interesting that neither [redacted] nor [redacted] appear as salaried employees of the company . However , my husband asked [redacted] 3 times would there be any charge for the second visit .. THE ANSWER WAS NO !! Based on that we allowed the second visit to proceed. We never saw paperwork or signed anything. 4- the second individual showed up at 2:20 pm when I had told them not to be there before 3 pm as my husband would be home then ( clearly they don't follow directions ) They agreed to come between 3 and 4 pm.5- a complaint was lodged by Us against REO Mechanical for misrepresentation as a valid "Licensed contractor" . It is a valid complaint.6. Our complaint stands as written as it based on the FACTS. 7. Choose a reputable, licensed contractor who is HONEST, unlike REO Mechanical.

Business

Response:

We apologize if we were not able to satisfy Mrs. [redacted]; her boyfriend the homeowner [redacted] approved all serviced we rendered. Again we made a special trip to demonstrate all that would be involved to "steal" Freon. He agreed at that time we did not take his freon. And approved the work we advised he needed to have done. Again I am sorry they were not satisfied with the work.

Consumer

Response:

I am rejecting this response because:I find this lying and bantering a waste of our time . We stick by our original complaint as being correct and truthful . My husband,NOT my boyfriend , is NOT the owner of this home. (AS IF IT MAKES ANY DIFFERENCE SINCE WE ARE TALKING ABOUT SHODDY WORKMANSHIP.) The statements regarding a conversation with the second tech. are fantasy and those remarks were never made by my husband. As stated earlier , my husband asked and was told 3 times there would be no charge Another lie! REO also never called [redacted] about this second visit, as they claimed they did.So what is the Revdex.com. stance on an A + rating on a company working with an invalid contractor's license ? DON'T EVER HIRE A COMPANY THAT DOESN'T HAVE A VALID CONTRACTORS LICENSE. WE DID NOT HAVE A CHOICE. CSLB TAKES LICENSES SERIOUSLY.Ms. [redacted]

Very good service. I have used REO Mechanical for both my personal home as well as the the company I work for. The service techs are very knowledgeable and professional. The owner is very reasonable and fair. Needless to say this company would be the first that I called for any HVAC or maintenance issues.

I have been dealing with REO since the 18th of June. They have yet to follow through on anything they said they were going to do. The manager Maria has told me that my paperwork was lost, then found of the 'managers desk'. I have requested that the owner and management call me and have been told that I would receive a call back... hasn't happened. The unit that is supposed to replace my broken Swamp Cooler, was lost. I have been told by Steve that my filed was mixed up with someone else's claim. I was told by Steve that the service crew would be at my home between 9-10am, at 2 they were still not here and NO ONE cared to call me that they weren't going to be here until 5pm, they were here for less than 30 minutes and had no equipment with them. This is a company not to be trusted.

Review: REO Mechanics was contracted throguht [redacted] protection plan. My A/C broke and through the warrenty program they were contacted to repair my A/C. They did not contact me for several days so I contacted them. The secretrary answered unprofessionally and it took 7 days for them to come out for repair. The first visit they said nothing was wrong with the A/C. When I turne dit on it was not working or blowing air so I called them again. It then took them 5 days to come out and at that visit the fan motor was determined to be broken and was repolaced. The employee then left and when I attempted to turn off the A/C the fan would not turn off and was running even witht the thermostat on the OFF position. I called twice and was told I would get a call back and have not yet got a call. I tried to call yesterday and during business hours the call went to voice mail. Very unprofessional. During this time I also was told my personal information has been stolen and I should cancel my credit card I have given them for the service. Unhappy with service.Desired Settlement: I do not feel like I should have to pay REO mechanics for this poor service and the issue with my A/C is not resolved. I would prefer another company repair my A/C correctly. I paid 60.00 and would like my money back.

Business

Response:

This is another home warranty clam, and customer has not paid for the motors that were installed, per our home warranty contract we are supposed to try universal style motors, and we did. It did not last, for that we are sorry. However free of charge we ordered a $350.00 motor and replaced it for her. Home Warranty denied her claim and we did not bill her for all the trips and motor. Please feel free to call me if you have any questions [redacted]REO Mechanical[redacted]Sacramento CA 95815

Review: On November 16, 2014, REO Mechanical was sent by our Home Warranty company to fix our heater. We paid $1,040 for the installation of the zone control board, damper motor and thermostat because these particular parts were not covered by the Home Warranty. The problem was resolved, but in June of 2015, when we started to use the air conditioning, it did not turn on. We called our Home Warranty company and another company was sent this time. Technician told us that the zoning board failed. I called REO Mechanical and explained the situation. They told us that we only had 10 day warranty on the work they did (both labor and parts). When I asked why, it was because the board was installed on an old, existing system, and that the only way they would come and fix the problem was if we bought their maintenance program. Then they would swallow the cost of the parts (which is only a little over $200), but not the labor. I asked them if they could send someone to check if the board was defective, and they said that we would had to pay for the guy to come out. The new company who came said that it was a standard practice to give customers at least one year warranty on both labor and parts, and that's what all the legitimate companies would do. We ended up asking the new company to do the work since REO Mechanical refused to come fix it. This cost us $795. When this new technician fixed the problem, he gave us the old parts which REO Mechanical installed and said that I should call Honeywell to check the Warranty. It was 5 year Warranty whether it was installed on an existing system or not. REO Mechanical never told us we only had 10 day warranty at the time of the service.Desired Settlement: We had to pay $795 to the new company to re-install the zone control board. Although we paid REO Mechanical $1,040, the part of the cost was for the damper motor and thermostat. Thus, instead of asking a refund of all $1,040, we would like to ask $795 which we lost by paying the second company because of REO Mechanical's refusal to correct the problem at the first place. We are happy to mail REO Mechanical the zone board that has the 5 year warranty so they get their refund from Honeywell.

Business

Response:

REO would be happy to take the old Zone board back to the vendor and get a refund that we would give to Homeowner. If this board is covered we can help provide this service for them.

Consumer

Response:

I am rejecting this response because: getting the refund only on the failed zone board is not enough to make up for what had happened. My original request was for them to pay us $795 which was the cost I had to pay for someone else to correct what REO Mechanical should have done. I hope that REO Mechanical do the right thing by refunding me for both the parts and the labor. I assume $795 is the approximate going rate for this work, as that is what I paid to the other company who said that it was a standard practice to give customers at least 1 year warranty on both labor and parts. I also heard that Contractor's State License Board requires that a contractor provide at least a year warranty on the service/work and parts. If REO Mechanical is a legitimate business who is honest and backs up their work, I would expect a lot more from them than giving me a refund for just the parts only, which only costs $100 to 200. I now request that REO Mechanical at least refund us $500. This is a very generous request on our part since, even then, we will still have lost approximately $300 ($795 - $500). If this request is not granted, our next step is to contact Contractor's State License Board. Again, once I get the refund, I am happy to send the old zoning board to them.

Business

Response:

Response: Thank you for the email. We warrantee our labor for 2 years but we cannot provide warranty on parts that fail we did not make the part but I will write a check for $500 and send it to this customer. Please let me know if you accept

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.I really appreciate REO Mechanical is refunding $500. Please mail the check to [redacted] I would like the check mailed within a week. Thank you.

This business in my opinion, seems to be a bate and switch set up. They arrived at my home on 11/24 after being called three times by my home insurance on 11/17 11/19. REO found that the heat thermostat was bad. The took a payment of $75.00 DID NOT FIX the problem as they did not have the part or any parts with them. After four more calls to my home insurance and two calls to REO I was told they would come and fix the thermostat 12/4 1:00. They never came they said they would come on 12/7....?

I called up REO to fix my heater. The heater needed parts so they ran out to the parts house right then so my family would have heat that night. I would definitely call this company again!!!! Thank-you REO for going the extra mile for our family in a time of need!!!!