Right Time Home Services

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ November 6, BBB of Central California and Inland Empire Counties RE: RevDex.com ID# XXXXXXXX [redacted] RighTime Home Services has received your email dated October 28, 2015, regarding the above-referenced complaint Thank you for bringing this matter to our attention and allowing us the opportunity to respond We are currently in communication with Mr [redacted] to gain a better understanding of the complaint and hope to achieve an amicable resolution very soon RighTime Home Services prides itself on providing premier customer service and appreciates your assistance in resolving this dispute If you require additional information regarding this complaint, please feel free to contact me at (XXX) XXX-XXXX Respectfully, [redacted] Corporate Customer Relations Lead Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) Rightime has hired a sub contractor to resolve the permit issues with the cityAt this point it has moved to permit approval statusWe are waiting now for permit approval so that work on the system can go forwardRightime has also contacted us about restitutionWe are waiting for the work to be completed to have the final data on how much energy we have produced and how much credit we are owed Final Business Response / [redacted] (4000, 12, 2015/11/24) */ ***Document Attached [redacted] November 24, BBB of Central California and Inland Empire Counties RE: RevDex.com ID# XXXXXXXX [redacted] Thank you for the telephonic update today regarding the above-referenced complaint We are currently working with the City to finalize inspection corrections We hope to achieve an amicable resolution very soon RighTime Home Services prides itself on providing premier customer service and appreciates your assistance in resolving this dispute If you require additional information regarding this complaint, please feel free to contact me at (XXX) XXX-XXXX Respectfully, [redacted] Corporate Customer Relations Lead

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12830483, and find that this resolution is satisfactory to meThe Corporate office was able to secure a full credit for me. Thank you for your assistance[redacted] ***

American Residential Services, LLC D/B/A RighTime
("ARS") has received your email dated May 31, 2017, regarding the
above-referenced complaintThank you for bringing this matter to our attention
and allowing us the opportunity to respond
We have been in communication with our customer and
have reached
an amicable resolution
ARS prides itself on providing premier customer service and
appreciates your assistance in resolving this disputeIf you require
additional information regarding this complaint, please contact me directly at
###-###-####.

Initial Business Response /* (1000, 5, 2016/05/20) */
March 20,
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
*** ***
American Residential Services of California, IncD/B/A RighTime ("ARS") has received your email dated
May 19, 2016, regarding the above-referenced complaint Thank you for bringing this matter to our attention and allowing us the opportunity to respond
We are currently in communication with Ms*** to gain a better understanding of the Complaint and to hopefully achieve an amicable resolution very soon
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute If you require additional information regarding this complaint, please contact Janice Harris at (XXX) XXX-XXXX
Respectfully submitted,
*** ***
Corporate Online Reputation Analyst
Initial Consumer Rebuttal /* (2000, 7, 2016/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I personally contacted Synchrony Financial and they removed the account and inquiry from my credit report

American Residential Services, LLC D/B/A RighTime Riverside
("ARS") has received your email dated February 1, regarding the
above-referenced complaintThank you for bringing this matter to our attention
and allowing us the opportunity to respond
We have been in communication with the
customer and have reached
an amicable resolutionWe were able to change out the customer’s Air Scrubber
ARS
prides itself on providing premier customer service and appreciates your
assistance in resolving this disputeIf you require additional information
regarding this complaint, please contact me directly at *** ***

Initial Business Response /* (1000, 5, 2016/06/27) */
June 27,
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
*** *** ***
American Residential Services of California, IncD/B/A RighTime ("ARS") has received your email
dated June 17, 2016, regarding the above-referenced complaint Thank you for bringing this matter to our attention and allowing us the opportunity to respond
We are currently in communication with Mr*** to gain a better understanding of the complaint and hope to achieve an amicable resolution very soon
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this dispute If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX
Respectfully submitted,
*** ***
National Customer Relations Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2016/06/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was called by *** who asked that I send her copies of my orginal sales reciept, the pledge by rightime, amd a letter about the utility bill refund All of these items should be in rightimes files anyway Also we talked about how many times the air conditioner broke down and the many times I had no working ac for over hours How many times have the machine broke down over or more and how many times I was dissapointed that I had no ac for over hours without getting a 700$ dissapointment free guarantee as I constantly call and leave messages with never a response I then told *** that I lose 800$ a month months a year since the new ac came in by not being able to rent out rooms because one room downstairs is too cold and the other room upstairs is way too hot I dont know what else to do but I do need help dealing with rightime and all these different supervisors who say one thing and then are repaced by someone who says something different Should I just send a certified letter demanding my money back because I was promised my money back and so far all I get is talk to more people and be delayed Oh my place downstairs is real nice but upstairs is hot and I cant sleep well in my room or do any paperwork without dropping sweat on the papersRightime should be able to understand my situation I explained very specifically what my needs are to the orginal salesman but my upstairs is too hot when upstairs should be cold!
Final Consumer Response /* (4200, 11, 2016/07/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I *** *** would be happy to get a full refund of the of my investment and agree with the full refund that rightime will be removing the equipment as aggreed upon with *** the area manager But I still have not been refunded and the managers dont want to take the equipment back and issue me a refund I have been accomadating rightimes requests to to so many adjustments to my house and my upstaire rooms are so hot its unlivable to be upstairs hench thats why I bought a great air conditioner from a professional company that knows and operates in Palm Springs where the temp gets over degrees Since I last wrote I have contacted Goodman who makes the air conditioners and Goodman says "The air conditioner will cool the temp down about degrees from outside temp" So for my place its outside and then my place would be about degrees downstairs and about upstairs which is not what I asked for I asked for degrees upstairs minimum Why would anyone sell me an air conditioner that cannot keep my upstairs cold when I specifically asked and paid for an ac that would work in this extreme heat and I need an air conditioner that cools degrees from the outside temp Dont forget the ac has broken down about times in less that years leaving the whole house without cold air and I believe of those times I had to wait over hours to get the air back on which rightime refuses to honor their 700$ dissapointment free guarantee pledge which I signed and the salesperson signed Also look at the complete comfort guarantee Rightime guarantees the custom designed specifications will cool my place within degrees of the design specifications and if not achieved rightime will make modifications and repairs without charging me Then why did rightime want me to pay to have my elecrtical panel upgraded and the house rewired to handle split units because rightime cannot get my upstairs to degrees when the temp is over outside All I need is what I was promised an air conditioner that cools the upstairs to degrees when the temp is over outside for a week straight and the ac need to work great when the temp is 85, ,,100, ,too without breaking down so many times and making me suffer because I have to wait for the unit to be fixed
Final Business Response /* (4000, 13, 2016/07/21) */
July 21,
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
*** *** ***
American Residential Services of California, IncD/B/A RighTime ("RighTime") has received your email dated July 12, 2016, regarding the above-referenced complaint Thank you for bringing this matter to our attention and allowing us the opportunity to respond
We have reached an amicable resolution with Mr*** and we are finalizing the details at this time
RighTime prides itself on providing premier customer service and appreciates your assistance in resolving this dispute If you require additional information regarding this complaint, please contact me directly at (XXX) XXX-XXXX
Respectfully submitted,
*** ***
National Customer Relations Supervisor

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6,
Revdex.com of Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
*** ***
RighTime Home Services has received your email dated October 28, 2015, regarding the
above-referenced complaintThank you for bringing this matter to our attention and allowing us the opportunity to respond
We are currently in communication with Mr*** to gain a better understanding of the complaint and hope to achieve an amicable resolution very soon
RighTime Home Services prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please feel free to contact me at (XXX) XXX-XXXX
Respectfully,
*** ***
Corporate Customer Relations Lead
Initial Consumer Rebuttal /* (3000, 8, 2015/11/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Rightime has hired a sub contractor to resolve the permit issues with the cityAt this point it has moved to permit approval statusWe are waiting now for permit approval so that work on the system can go forwardRightime has also contacted us about restitutionWe are waiting for the work to be completed to have the final data on how much energy we have produced and how much credit we are owed
Final Business Response /* (4000, 12, 2015/11/24) */
***Document Attached***
November 24,
Revdex.com of Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
*** ***
Thank you for the telephonic update today regarding the above-referenced complaint
We are currently working with the City to finalize inspection correctionsWe hope to achieve an amicable resolution very soon
RighTime Home Services prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please feel free to contact me at (XXX) XXX-XXXX
Respectfully,
*** ***
Corporate Customer Relations Lead

When this was ARS, I never had a miss appointmentNow my AC craps out, and Right Time said they would come in a weekAlready worse that ARSThen they called the evening before and they could not show up, AND THE NEXT APPOINTMENT was a week away!!!!! 100% there fault, and I have to wait another weekIf you're behind then pay your people overtime!!! Who runs your organization?? Did I mention it was A R Ss faultIf I finally get service I will update this reviewCan we have ARS back?

American Residential Services, LLC D/B/A RighTime Home Services ("ARS") has received your email dated June 26, regarding the above-referenced complaintThank you for bringing this matter to our attention and allowing us the opportunity to respond
We are currently in communication with the
customer to gain a better understanding of the ComplaintWe have the customer scheduled for an appointment with a service professional on July 12th 2017, and we hope to achieve an amicable resolution very soon
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please contact me directly at *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12182162, and find that this resolution is satisfactory to me

Initial Business Response /* (1000, 5, 2015/07/20) */
We have been in communication with Mrs*** and have reached an amicable resolution with herWe refunded the $1000.oo to Homedepot who will return the funds to her via check in the mailRightime provides premier customer
service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please feel free to contact me at XXX XXX-XXXX
Respectfully,
*** ***
Division Quality Assurance Manager
Initial Consumer Rebuttal /* (2000, 7, 2015/07/30) */
The company made restitution with me $back so I would like to close the complaintSpecial thanks to *** for getting back with me and resolving the issue she was very helpful

Initial Business Response /* (1000, 5, 2014/08/26) */
*** ***
7/16/we were called by her to go to her rental condo due to a severe water leak coming from the closet where her furnace and evaporator coil were located
We informed Mrs*** that the coil was years old and had a
rusted out drain pan, and needed to be replacedShe agreed to have the work completed immediately due to potential water damage so we proceeded
That afternoon we installed the coil and had to uninstall the Furnace and reinstall both the Furnace and the coil to complete the jobMrs*** signed off that the job was completed and she paid us by check
On 7/18/Mrs*** called and informed our accounting department that she stopped payment on her check
On 8/7/Mrs*** called to speak to the Operations Manager and she told the Operations Manager that she was over charged and got a quote over the phone for to and wanted a refundI explained to her that she stopped payment on the check and needs to make her balance currentI informed her that we have a year price match guarantee and all she has to do is get a quote from a licensed company and we will match itShe refused to re-instate the check and get another written quote
On 8/11/Mrs *** called and requested that we come to her home and show the tenant how to change the filterI informed her once her balance is current, I would be happy to send a tech outShe refused and hung up on me
In closing...We were there when client needed usWe did not charge any sort of emergency diagnostic fee or emergency installation fee to get her taken care of the same dayAlso for clarification...we installed a brand new coil with the proper metering device for RrefrigerantThe system will not function at all if this metering device was not installedWe also removed the entire furnace and re-installed as we could not simply remove and replace the existing coil due to dimensionswe also sealed the return area and installed ductboard as needed, we also installed a safety float switch to prevent leaking in the future also reinstalled furnace with new gas line connections and exhaust ventingThe people she is calling do not understand the scope of the work that was completedThis is another case of a client trying to take advantage of the contractorWe took care of the client during our busiest time of the year with no additional upcharges for same day serviceClient agreed to the terms/pricing we installed per her request and now has a functioning system at no charge to herIts unfortunate that we have come through for this client in this way and we still have no payment and project was completed days ago

July 15,
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# ***
*** ***
American Residential Services of California, IncD/B/A RighTime ("RighTime") has received your email dated July 6, 2016, regarding the above-referenced
complaint Thank you for bringing this matter to our attention and allowing us the opportunity to respond
We are currently in communication with Mr*** to gain a better understanding of the complaint and hope to achieve an amicable resolution very soon
RighTime prides itself on providing premier customer service and appreciates your assistance in resolving this dispute If you require additional information regarding this complaint, please contact me directly at (*** ***
Respectfully submitted,
*** ***
National Customer Relations Supervisor

Initial Business Response /* (1000, 12, 2014/10/23) */
Our technician went out to ***'s home the day that *** called in for her Air Conditioner not coolingUpon arrival our technician found the condenser fan motor to have went badHe called the manufacture and was told that the unit
was not under warranty and the parts would not be coveredThe technician charged for a new motor to get *** up and running*** called the manufacturer and was able to get the part covered under warrantyOur technician was unable to do this because we could only go off of the date on of the unitAfter this our technician went to get the OEM part and replaced the motor under manufacture warrantyHowever the labor was not covered under warranty and the charge should have been the $for the trip charges and the labor for the installation but this was not covered correctly or explained in a manner that was understood to ***However, we did the right thing asked by *** and refunded the $charge that was communicated properly by us and she says that she is a very satisfied customer now and would continue to refer our company because we came through for her and made this misunderstanding a positive outcome

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

To whom it may concern,RighTime Home Services appreciates the opportunity to respond to every customer complaintWe are pleased to say that we have been in contact with our customer and her family memberLast Friday, we were able to send a service professional to the property to ensure that the
system is working per manufacturers specificationsCurrently, we are awaiting a response from the customer that she is satisfied with the work.

Initial Business Response /* (1000, 5, 2014/09/25) */
On behalf of RighTime Home Services we would like respond to concern filed by Mr*** ***
Mr*** contacted RighTime Home Services to come out and inspect why his unit was failingWe responded and sent our technician out to
inspect his failing unit in a timely mannerUpon arrive we found the compressor was turning on and off by itselfWe also found that variable speed motor was also failingWith the unit completely off at the thermostat these issues were continuously happeningUpon inspection our technician found that the unit was way oversized for home, this was done so by the previous company which originally had planned for cooling additional space that was going to turn into an enclosed patio but was never completedA ton system cooling a sq ft home to be exactInitially upon diagnosing the customer was quoted for what is called a leak search and repair onlyThis may have been where the miscommunication lied between us and the consumer around service pricing onlyDifferent companies have different standards and testing and this was just one of many options in attempt to solve the trouble shootingUpon completion of diagnosing the unit ended up having a leak in the middle of the evaporator coil and was deemed unrepairable which was communicated to the homeowner clearlyWe gave all options and consumer advised he did not want to wait the 8-days it would take to receive the parts from manufacturer with the heat arriving and was very interested in other optionsHe met with our field advisor and we communicated our processes throughout our time meeting with Mr***In addition we have actual video of the condition of this coil which shows the rust damage on the coil itself
We do apologize around the circumstance in regards to lack of response back to Mr***, we recently had our operations manager go out on an unforeseen leave and we did not receive the messages immediatelyWe realize this is where the communication stoppedSince learning about Mr***'s concern we are making every effort to take care of him and have since reached out advising we would be more than happy to price match with our Apples to Apples Guarantee that we place in writing for a reason! *** *** has explained our policy that surrounds this guarantee and requested the bid from Mr*** in which he brought to the office this evening 9/Now that we have received this we are willing to definitely make right but the circumstanceApples to Apples is for the consumers protection, we advertise all fair pricing and although many times our competitors cuts costs by cutting corners we hold up to our ethically standardizations that protect our customers, their property, and our integrityWe can't control the next contractor slashing bids but we can control is when a consumer tells us he has price matched we will honor the exact same product, install procedures, and pricingWe do not hide when it comes to our customers price shopping, in fact get excited for the consumer because it only means they will have a chance to have different companies competing for their business and we know we can far beat what they will seeWe also follow all procedures that are requested by our financial institutions to protect our customers so they know their rights when it comes to cancellingWe apologize if he sees this as annoying in signing paperwork surrounding his rights however it's there for the best interest of the clientWe comply with any and all financial paperwork needed by our financial lenders as its our obligated duty
I left a message for Mr*** on September and received a call back from Mrs ***We went over a quote that she had mailed to us from a competitor and we compared togetherThere were literally over items from warranty and guarantees to actual products that we include that the competitor did not have in his quoteI re-iterated to Mrs*** that she does have years to continue shopping our quote as per our year price match guarantee, but it must be apples to applesI gave her my direct cell phone number so that she could stay in communication with meShe said she would continue to research and call me back
Regards,
RighTime Home Services
Management Team
Initial Consumer Rebuttal /* (3000, 7, 2014/09/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will have to look for compaines that are available 24-I'm out of state for 2wkSI'm not satisfied to learn I'm paying up to $for years labor that I may never needWho pays up front? This is how they make their moneyThey wanted $to fix my old one when I had the $maintenance agreementTheir apples are green and redHow can you argue with something that will never meet their comparences
Final Business Response /* (4000, 9, 2014/09/30) */
Finding a company that is truly a 24/7/service company is just one of the many different things that separates us from our competitionAnd even if you do find a company that claims to provide this service we always challenge clients to test that service at 2:00am and you will find that nine times out of ten you will not get a live body and more than likely not even a voice mailWe provide a true 24/7/service where you can count on us being there for you around the clock with a live customer care representative to assist you quicklyOn the side of this very important service there are (20) other services/products that are included with our package that the other company did not includeI sent this list directly to Mrs*** as well so that she had a checklist to work off when comparingI also understand she will be away for a couple weeks which is OK as we are the only company to provide a year price match guarantee so she has plenty of time to make comparisonsHere is the list I emailed to MrsBrooks for her to compare to a company named BHI
WARRANTY
years full PARTS and LABOR warranty on our system
Years Heat Exchanger Warranty
LIFETIME WARRANTY on workmanship
LIFETIME WARRANTY on our Ductwork
BHI offers no warranty
ALL (7) RIGHTIME HOME SERVICE GUARANTEES
1) Peace of Mind-Total Service Guarantee
2) $Disappointment Free Guarantee
3) No Lemon Compressor and Heat Exchanger Guarantee
4) Property Protection Guarantee
5) Complete Comfort Guarantee
6) Price Match Guarantee
7) Year Money Back Guarantee
BHI offers no guarantee
CLUB MEMBERSHIP FOR YEARS...Includes
Air Conditioning Maintenance
Heating Maintenance
Electrical Maintenance
Plumbing Maintenance
hours a day days a week days a year around the clock service
BHI offers no maintenance at all which is a requirement in order to uphold your manufacturer warranty
New Digital Programmable stage Thermostat
BHI offers no Thermostat on their quote
Smoke and Carbon Monoxide Detectors
BHI did not include this in their quote
We installed RSilver Mylar Return Air Duct
Not sure what BHI is quotingWe Only use RSilver Mylar
We Installed all new Supply Air Plenums
Does not look like BHI was replacing Plenums
SPECIAL TERM FINANCING
No money Down
No Payments
No Interest
For months
As you can see above there are many different products, services, warranties and guarantees that separate us from the others and is the reason why there are more clients that choose Rightime Home Services over any other company in Southern California
It's our hearts desire that our clients are happy about the decision they made in choosing our companyThat is our #goal!!!
Mrs*** has my direct cell number so that we can continue comparing these quotes

Initial Business Response /* (1000, 5, 2016/05/20) */
March 20,
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# XXXXXXXX
*** ***
American Residential Services of California, IncD/B/A RighTime ("ARS") has received your email
dated May 19, 2016, regarding the above-referenced complaintThank you for bringing this matter to our attention and allowing us the opportunity to respond
We are currently in communication with Ms*** to gain a better understanding of the Complaint and to hopefully achieve an amicable resolution very soon
ARS prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please contact Janice Harris at (XXX) XXX-XXXX
Respectfully submitted,
*** ***
Corporate Online Reputation Analyst
Initial Consumer Rebuttal /* (2000, 7, 2016/05/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I personally contacted Synchrony Financial and they removed the account and inquiry from my credit report

(The consumer indicated he/she DID NOT accept the response from the business.)
I had a scheduled visit to address some of my issuesI was told that based on my current Duct work that the issue I am having with the loud noise when my unit is on can not be resolvedAlso, I was told that there are some action items I need to take to get the AC unit to work better such as cutting the lower portion of my doors to each room so that the air can exhaust out of each roomUnfortunately, the technicians forgot to do something the day they came and had to schedule an additional day to come backI was a bit disappointed that even with all those supervisor in my house the technicians still dropped the ball and wasted another day of mineIn regards to an unauthorized credit card charge, originally I was told that the charge was done because Costco was dropping American Express as a vendor for their credit card services so Rightime thought it would be a good idea to charge my card without authorization to help me out with any issues after Costco cancelled all their AMEX accountsUnfortunately, my American Express credit card was a personal one and not linked to Costco in any wayI spoke with a Liaison from Costco to get a Reversal of almost $17,since I had paperwork stating that I would not be charged until the full project was completedI was told by ***, a Quality Assurance Adviser that a Reversal was taking place, I was also told that the Costco Liaison was informed that the Reversal was already in ProcessAfter meeting with the general Manager of Rightime (Los Angeles) he informed me that he never gave any approval for the reversalI am extremely disappointed in how Rightime continues to handle my project and correspondenceI currently awaiting HERS Certificates as well as the paper work that I will need to schedule a City Inspection of the work that Rightime has done and have yet to receive anything

July 15,
Revdex.com serving Central California and Inland Empire Counties
RE: Revdex.com ID# ***
*** ***
American Residential Services of California, IncD/B/A RighTime ("RighTime") has received your email dated July 6, 2016, regarding
the above-referenced complaintThank you for bringing this matter to our attention and allowing us the opportunity to respond
We are currently in communication with Mr*** to gain a better understanding of the complaint and hope to achieve an amicable resolution very soon
RighTime prides itself on providing premier customer service and appreciates your assistance in resolving this disputeIf you require additional information regarding this complaint, please contact me directly at (*** ***
Respectfully submitted,
*** ***
National Customer Relations Supervisor