ComplaintsforA Tech Electric

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A Tech Electric is a company contracted by Fidelity Home Warranty to check out an perceived issue with water in my HVAC ducts. I was charged $75 for this service. They responded on 03/09/22 to check out the problem. A Tech Electric filed their report with Fidelity which resulted in a denial of repair to my HVAC system. I have attempted to get a copy of the report that was sent to Fidelity. They cannot retrieve the report. They will not send a copy of the report the technician provided to them to use to file the information to Fidelity.They will not work on my system to repair the issues they found. Didn't even offer to sell me a new system.I paid $75 to Fidelity for this service request. I believe I am entitled to the information provided to Fidelity. Fidelity has also refused to provide the information provided to them by A Tech Electric. A separate BBB complain has been against Fidelity for the information. Just asking for the evaluation report of my HVAC system.

  Business response

  04/21/2022

  To whom it may concern, 

  
  

  When we received notification from BBB about this complaint it was the first it had been brought to our attention. We were commissioned by Fidelity National Home Warranty to service this customers home, more specifically to investigate a water leak. 

  
  

  When we arrived we were not able to locate the leak in question, however we were able to determine the drain pan underneath this attic mounted furnace was not sufficient size for this piece of equipment. The pan being to small will allow water intrusion to structure including sheet rock ceiling if a need arises for it and recommended to the warranty company it needs a larger drain pan. We advised this unit is 30 years old and may not be a good repair to uninstall and reinstall equipment of this age.

  
  

  The warranty company denied the claim for their own reasoning. The customer called wanting a copy of the report we sent his warranty company and asked for a price to install a drain pan and we had to explain we will not provide pricing for the repair direct to home owner because we cannot guarantee reliable function of the equipment afterwords. **************** did not understand our reasoning for this and asked for clarification, he also requested a copy of the report we sent to the warranty company.  

  
  

  I personally responded to ****************** concerns via email the same day (3/28/22) explaining we do not want to charge a customer for such a repair when his equipment is nearing end of life and that the warranty company (if approved) would be there to cover any additional issues including equipment failure.  Also explained that we do not send a report that we can send to him, rather we simply provide the required information into a portal for service providers but that I can certainly email him and reiterate what was information was included. 

  
  

  **************** replied the same day and stated the explanation makes sense and that he would follow up with Fidelity. 

  
  

  After receiving the BBB contact I called and spoke with **************** and he expressed his disappointment in the way it was handled and the fact we did not offer a retail price for equipment replacement which was a mistake on our part, the call ended with him stating I will call BBB and let them know Im satisfied

  
  

  I hope this helps resolve this issue, should you require or desire any additional information please do not hesitate to contact our office ************

  
  

  Thank You and Kind Regards 

  
  

  ***** Robertson 

  California Contractor 923061

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩