Skye Mail Order

Ms. [redacted] On March 3, the [redacted] service technician reported the following: "Upon inspection, found blower motor shorted. Secondary is rusting away and has leaked onto blower. Deck plate is showing evidence that the secondary has been leaking for awhile. Customer has declined any action at this time." The technician did not have the opportunity to leave a formal proposal for repairs or a unit replacement. It is unfortunate that after a month, you did not call [redacted] for a quote on repairs, but rather called a competitor. [redacted] is glad that you received your refund check in a timely manner for the diagnostic trip fee, however, they do not feel that they are responsible for reimbursing you for the heaters that you purchased.

Complaint: ***
I am rejecting this response because: There has been no link for me to return a message or replySo, this is my only recourseI did get a refund for $My stance is were it not for the misleading information I would have been able to afford the motor and not have to buy the heatersThere was rust on the surface but it was not rusted through and the blower was not shorted outThe assessment was wrong and the information misleading, therefore I requested reimbursement for the heaters I had to purchase because of this workers lie*** ***

At the time that the technician was there (March 3rd, 2017) he found that, not only was the blower motor shorted, but that the secondary heat exchanger was rusting away, which was causing leaking onto the blower. Once the technician diagnoses that a heat exchanger is cracked or rusting, he is
obligated to recommend replacement of the heat exchanger or the complete unit. This is for safety reasons as carbon monoxide could be leaking into the home, which, in some cases, could be fatalThe technician reported that upon suggesting repairs or replacement, the customer declined any recommendations at that time. He collected the $diagnostic trip fee, which was explained prior to beginning any investigation. Per the complaint, it appears that a second opinion was not given until April 4, *** *** is willing to refund the $diagnostic trip fee. At this time, we do not feel that we are responsible for the $in heaters that were purchased. Please expect to see a check in the mail in the next 7-business days for the $that we are refundingThank you

We have reviewed this service call and agree that it should be refunded in full, and we have issued a refund to the customer.

We have agreed to refund the $90 in question.  We are reaching out to Mr. [redacted] today to inform him of the refund.

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.
Sincerely,
[redacted]

Our records indicate that we did change the humidifier pad in this customer’s home and we are confident that it was replaced.  One of the benefits of our upfront pricing system is that homeowners are given the pricing before we perform any work and have the option of declining any of our...

services and only paying our $79 diagnostic trip fee.  We’re sorry that Mr. [redacted] has changed his mind after approving our pricing, but we did perform the work we quoted at the price that we quoted and received his approval of before work began.  As far as comparing retail pricing of filters to what we charged, we agree that he could find filters cheaper in big box stores. Many customers choose to replace their filters and humidifier pads themselves in order to avoid labor costs. But when you hire a licensed and insured technician to perform guaranteed work, the price will be higher than just the filter itself at a box store.

Complaint: [redacted]
I am rejecting this response because:The pad was not changed.  Per the discussion I had with the service manager two days after the alleged replacement of the humidifier pad, she indicated that all of their replacement pads have either a black or blue strip running the length of the pad, indicating that it is new.  Upon further inspection of the humidifier pad, the marking was not present.  The service manager told me that this is a common complaint she receives, and that multiple customers call stating that the new pad does not look any different than the old one.As far as up-front pricing, the only price that I was quoted up front was the service charge.  None of the other costs were discussed until the tech was already in my home.  When I questioned him about the replacement products, he stated that the filter and pad that I needed were not available in the "big-box" stores, and that the only way I was going to get a replacement filter and pad was through a company such as his.  Not being an HVAC expert, I took him at his word, only later to find out that the exact replacement items are available both online and at [redacted] 
Sincerely,
[redacted]

Ms. [redacted] On March 3, the [redacted] service technician reported the following: "Upon inspection, found blower motor shorted. Secondary is rusting away and has leaked onto blower. Deck plate is showing evidence that the secondary has been leaking for awhile. Customer has declined any action at this time."  The technician did not have the opportunity to leave a formal proposal for repairs or a unit replacement. It is unfortunate that after a month, you did not call [redacted] for a quote on repairs, but rather called a competitor.  [redacted] is glad that you received your refund check in a timely manner for the diagnostic trip fee, however, they do not feel that they are responsible for reimbursing you for the heaters that you purchased.