Right Time Home Services

August 8,
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 28, 2016, regarding the above-referenced complaint Thank you for bringing this matter to our attention and allowing us the opportunity to respond
RighTime appreciates the opportunity to clarify that the HERS rating test is performed by Wegreen, a third party service provider, and we have no control over the scheduling for this test As of this communication, Wegreen informed RighTime that two voicemails have been left for Mr*** on August and August respectively and they are waiting to hear from Mr*** so the HERS rating test can be scheduled
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,
*** ***
Corporate Customer Relations Team Leader

Initial Business Response /* (1000, 5, 2015/10/05) */
We have been in communication with the customer and reached an amiable resolution regarding the customer keeping the installed ton Rheem and upon the customer's return, with our Senior Technicians and Management to review and resolve the
customer's current system and identify what is needed for size and airflow properties of the unitThe customer was satisfied with this agreement
Thank you for your assistance in helping us to resolve this matter with our customer

To whom it may concern,American Residential Services, LLCD/B/A RighTime Services ("ARS") has received your email 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 Mr
Merl Toyer and have
reached an amicable resolutionARS 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,*** ***

Initial Business Response /* (1000, 5, 2014/10/21) */
Our technician *** went out there on 10/for a service callCustomer complained that "It sounds like the motor is going out and keeps going on and off."
*** diagnosed that although the compressor was running, something was wrong
that he could not figure out, and it shuts offHe scheduled a field supervisor to come out to the clients home on 10/12/from 2-6PMDue to company policy, anytime we have an issue with a compressor, it is mandatory to get a field supervisor out there to further diagnose and/or to verify the issues with the compressorDue to compressors occasionally being misdiagnosed, we have instituted this policy of having a supervisor come out to verify the first technicians findings to protect the consumer from a misdiagnosis but also protect ourselves as a company to ensure that if we say the compressor is dead, we have qualified technicians that have verified the findingsAdditionally, if the first technician suspects a compressor problem, the supervisor may come out and find that the compressor is not the issue and advise from there
On 10/the client called in and said that due to a family emergency, the appointment needed to be rescheduled for Monday 10/13/2-6PMOn Monday, 10/13/our office called to confirm the appointment with the client twice (2:49PM and 3:04PM, left messages) and the client did not answer the phone and we therefore did not send a supervisor and we could not verify if the original technicians findings were correct/warranted
Initial Consumer Rebuttal /* (3000, 7, 2014/11/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We did not want the supervisor to come out and try to mislead us into buying a new compressor, as the second company we hired to check the compressor ran tests showing it was running fine, in fact better than baselineWe have the report showing thisWe didn't trust Right Time to mess with our a/c againI think the tech did something to make it run hot, as he was here hours, and sounded like he was conspiring on the phone with his supervisor
Final Consumer Response /* (2000, 11, 2014/11/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Business Response /* (4000, 9, 2014/11/12) */
I called client to discuss her concernsI explained our process that we practice as a company to actually protect our clients from dishonesty and also protects our company by always ensuring we do the right thingWe figured out that her issues with our company were centered around suspicion that our technician was calling people to conspire against her when, in reality, he was calling our senior tech and service manager for technical support because he could not get an accurate diagnosisThis is why a senior technician was scheduled to come to clients home to get an accurate diagnosis and make recommendations accordinglyHad the process been allowed by the client, it would have worked outAfter our appointment, she had a discussion with a friend who said to beware of "companies like ours" which led to further suspicion
We take pride in Always doing what right for our clients and have instilled processes to insure we operate with integrityI explained what I could to the client and she accepted our explanationShe asked if we would refund half of what she paid on a previous visit to replace her condenser fan motor as resolutionWe agreed and are processing the refund asapShe said he would remove her complaint
*** ** ***

American Residential Services, LLC D/B/A RighTime ("ARS") has received your email dated May 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 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 ###-###-####.

American Residential Services, LLC D/B/A RighTime Home Services (ARS) has received
your email dated January 10, 2017, regarding the above-referenced complaint
Thank you for bringing this matter to our attention and allowing us the
opportunity to respondWe have been in communication with
the customer and are
looking to reach 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 xxx-xxx-xxxx

Initial Business Response /* (1000, 5, 2014/07/15) */
Contact Name and Title: *** ***-GENERAL MGR
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@RIGHTIMESERVICES.COM
Our client was taken care of and initial concern filled has been resolvedThe client is pleased and happy! Here is
our response below:
Our comfort advisor was out at MrFlemings house to go over all options and financing as he is on social security and financing was the only way he had to get the unit replacedHe called us out there for an estimate on his air conditioning system as he wanted it to be replaced and was very interested in our alternative options we had for himWhile going over all options with our client our Hero program looked to fit him best and was most appealingHe as happy in being able to pick and choose a system best fit for his home and budget and not get stuck being forced to accept other packages other companies would have offered himThe HERO program was a great selection for Mr*** because of the lowest monthly payment for anyone who only collects social security always wants the absolute cheapest monthly payment and we will do anything and everything possible to make this happen for our clients and traditional financing is usually just too muchThe HERO program attaches the monthly payment to however the property tax is paid whether they pay twice a year or is impounded into their account monthly with their mortgageThe entire balance which is left on their property tax as a line item is 100% tax write off as it is a part of your property tax billThis system was financed and signed off 100% by Mrand Mrs*** before any work was done and they wanted it installed the same day because it was getting hot and as they are seniors and needed air conditioning right away we were able to pull an emergency crew together to get them cool and comfortable right awayThe unit that was installed was a ton furnace which is the same amount of air flow as his older system and is matched with a ton SEER (manufacture rated right on the condenser tag itself) coil and condenserEven though the outdoor unit is 1/ton smaller than what he had, it is cooling the home to the design cooling specs for any home and with the newer system it is doing it faster and more efficientlyThe unit that specifically qualifies for the mobile or modular home is the only ONE system that can be replaced through HERO as the minimum qualification system and match up must be an energy upgrade as that is what the government program is all aboutBy installing this high energy saving equipment it will reduce heating and cooling costs from the older system that they had previously installedWe were able to help out Mr*** and came to an agreement of $9,for this system and he was happy about the install and glad that we got him air so quickly that dayHe did remain with the HERO funded program and signed off all documentsTo sum this up RighTime did exactly what the customer had agreed on their contract and all financing documents were signed and understood and an emergency crew was put together to get our senior clients comfortable quickly and we still have a happy client
Initial Consumer Rebuttal /* (2000, 7, 2014/07/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

American Residential Services, LLC D/B/A RighTime Home
Services ("ARS") has received your email dated December 4,
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 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
###-###-####
?

American Residential Services, LLC D/B/A RighTime ("ARS") has received your email dated June 27, 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 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 (901) 271-

(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 [redacted], 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

Initial Business Response /* (1000, 5, 2015/11/20) */
We have been in communication with the customer and have reached an amiable resolution with her We have refunded her HSP membership $and the amount of additional repairs $ Both transactions are completed Rightime provides
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]
Division Quality Assurance Manager
Initial Consumer Rebuttal /* (2000, 10, 2015/11/30) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I have accepted my refund of the overage they charged to my bill once it was signed
Which was everything over I was also told that I would get my dollars from the additional year I had paid in advance for? I received the overage but I have not heard from my card about a refund put on my Home Depot Credit? We will see

Initial Business Response /* (1000, 5, 2015/11/06) */
November 6,
Revdex.com 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 /* (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) */
[redacted]Document Attached[redacted]
November 24,
Revdex.com 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 12537230, and find that this resolution is satisfactory to me.? We are finishing up the additional details and I am satisfied

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

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]

Final Consumer Response /* (2000, 5, 2015/07/10) */
Per Consumer.....
They resolved the problem.

To whom it may concern,
RighTime Home Services appreciates the opportunity to respond to every customer complaint. We are pleased to say that we have been in contact with our customer and her family member. Last Friday, we were able to send a service professional to the property...

to ensure that the system is working per manufacturers specifications. Currently, we are awaiting a response from the customer that she is satisfied with the work.

Initial Business Response /* (1000, 7, 2014/12/22) */
We have made several attempts to contact this client so that we can have the product removed and refund him as he requested, but we have not received a return call. We are sending out certified mail today as well.

Initial Business Response /* (1000, 7, 2015/07/22) */
Contact Name and Title: Quality Assurance Manager
Contact Phone: XXX XXX-XXXX
Contact Email: [redacted]@rightimeservices.com
We have worked closely with the customer to resolve each concern. The leak in the closet has been repaired, we...

have resubmitted loan application for lower interest of 5.99 rate. We have also given the customer 1 year service plan at no cost $299.00 value, to compensate for the energy company rebates which we do not participate in. All rebates, discounts and incentives are given to the customer at the beginning of sale which is the case for this customer. We appreciate your assistance in helping to reach an amicable resolution with the customer.
Respectfully,
[redacted]
Initial Consumer Rebuttal /* (3000, 13, 2015/08/13) */
Good morning,I am still waiting for all the issues to be completed to my satisfaction.Thank you.
Final Business Response /* (4000, 15, 2015/08/13) */
As part of the original complaint, we explained in detail to the customer that due to company policy we do not participate in Energy rebate programs. As an incentive to our customers we offer rebates, discounts and incentives off the book price. I called and spoke to a Revdex.com representative to discuss this Company policy as it relates to the request of the customer. I have on several occasions spoke to the customer and explained. An Operations Manager from our company did a home visit and went over the rebates and discounts she received on her sale contract. We believe we have addressed and resolved this with customer and came to an amicable resolution.
Thank you for allowing us to resolve with this with the customer.
Sincerely,
Final Consumer Response /* (2000, 22, 2015/08/26) */
I WOULD LIKE TO THANK YOU VERY MUCH, FOR THE TIME YOU HAVE TAKEN ADDRESSING MY COMPLAINTS.AS OF NOW I WISH TO RESCIND MY COMPLAINTS.THIS MORNING I GOT A CALL FROM RIGHTIME THAT MADE MY DECISION TO DROP EVERYTHING.AND BE AT PEACE.I COULD SAY A LOT MORE,BUT THAT WOULD ONLY LABEL ME AS A TROUBLE MAKER.SO THANK YOU AGAIN.GOD BLESS YOU.

Initial Business Response /* (1000, 9, 2014/09/19) */
Our process and procedure does not allow the repair technician to offer system replacement. Our repair technician gave pricing to fix system but then when repair tech installed the contactor client asked for replacement options due to...

age and efficiency etc. At that point we honored client request by having a field advisor go out to giver her options to replace the system. At this point the $300 that was spent on the contactor would go towards the system replacement. We have signed documentation/invoice showing what we found upon the diagnostic and it also shows that she requested replacement options with her signature. When the field advisor showed up per her request he educated her on the different options and Client agreed to move forward with the replacement option however was not approved for financing. At this point we offered to have repair technician back to her home with no trip charge to see if there is anything else we can do for her system and if not that we would return her $300 in full. During this technicians' inspection he determined that there appeared to be some "electrical challenges" with the system and offered a free service call from one of our in house electricians to investigate further. She agreed to have our electrician out to her home and we agreed to apply the $300 already spent with us towards the electrical repair but client cancelled the call before electrician showed up. Client is only asking for $200. We have decided to refund the full amount of $300. Thank you.