ComplaintsforMetropolitan Heating & Air Conditioning

• Initial Complaint

  04/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  this company working with American home shield insurance and they are conducting bad faith on their jobs. the agent (****) came to my house for AC unit not working properly; said ac air-coil is the original and needs to be replaced and nothing was done on the unit and will report to insurance. then on the report lie on the report that there was work done on this ac unit AC last summer. even though during his visit he told me the unit is the original unit and nothing was done on the unit and it needs to be replaced. no proof of work done on the unit or explanation on the report. *** says your claim is denied because the agent said something was done last summer. they don't even say what was done or how he came up with the last summer timeline. but this how they operate. they work based on the *** service fee then write false report to deny the claim then on to the next customer. based on customer review on this company they use wording like work done on this unit, mouse chewed up some wire, the unit had damage by external force and so on to the insurance company so they deny the claim. and after that they disappear with no explanation. we did ask for another company to come and check our AC and will show there was no work done on our AC from the time we had it. but we lost time and money because of this company way of doing business in bad faith manner. Dispatch ID: *********

  

  Business response

  04/27/2023

  Hello! 
  

  There must have been a miscommunication between you and AHS. I spoke with **** and he told me that he never reported that work was completed on the ** last summer but that he does not believe that the system was working at the start of your contract, which was about 2 months ago. AHS asks our techs if the system would have worked when the contract started and our tech believed that it would not have run properly when your contract started. Furthermore, our tech stated that the duct work in the attic had been torn apart (well before your contract started) and was attempted to be repaired. In your AHS policy, it is a requirement for the system to be in working order at the start of the contract. The issue that had arisen does not happen the first time a system is run but will get worse over time. It is for that reason that our tech believes that this is not a new issue and has been a problem for much longer than the 2 months that you have had your AHS policy. It is for that reason that AHS denied your claim. We are not given your contract start dates and dont know any of your coverages. This ensures that all of our techs give a proper diagnosis and are unbiased. Lastly, there is no reason for us to deny a claim as we have zero benefit. The service fee that you are charged is given to AHS and has nothing to do with our company. The only way we are paid by AHS is to actually complete work for them.  We understand your frustration but is directed at the wrong company. Please remember that you are able to ask for a second opinion through AHS, there will be no charge for that if the next companys diagnosis is different but there will be a charge if it is the same diagnosis. Hope this clears up any questions or concerns you may have. 

• Initial Complaint

  09/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business was assigned to my American Home Shield Air conditioning complaint on 8/29/22, I paid a service fee of $100 to have Metropolitan come out and diagnose my issue They came out and examined by AC unit, while here, they stated the repair that needed to be completed was the result of normal wear and tear. I requested a copy of their findings and they said it "wasn't necessary as the repair would be covered by American Home Shield." My claim was denied by AHS and I was directed to contact Metropolitan for a copy of the report and to schedule any work necessary I've contacted Metropolitan and left 3 messages with a specific request to have them send a copy of the diagnosis report and any supporting documents/photos. While I do dispute the findings of AHS decision I am prepared to review the report and schedule the necessary work. It's been 100+ degrees in our area and by not returning my call and providing me with the documentation, they are creating a health risk. I am on a tight budget, I paid $100 for a diagnosis, I'd like them to be professional and provide me with a copy of the diagnosis report & photos. I'd also like to speak directly with the technician who verbally told me the issue I was having was "100% normal wear and tear".

  

  Business response

  08/07/2023

  First Response Sent 08/04/2023 @ 10:59AM to *******************************

  Second Response:  ************** went out to the home and found the system providing low airflow and freezing over when running for a short period of time. 
  
  
  The tech was able to check the blower motor and found that it was covered in dog hair and a dirty air filter. The tech removed the air filter and found that the system was still freezing over. This is caused by low airflow through the evaporator coil above the furnace. 
  
  
  The only cause of this would be animal hair getting past the dirty air filter and clogging the evaporator coil. 
  
  
  The customers insurnace company, AHS, did not cover the claim as it is caused by animal hair being stuck in the evaporator coil. 
  
  
  The coil being clogged up with dog hair was evident due to the amount of animal hair in the blower housing and the air filter. 
  
  
  Everything was submitted to the customers insurance company, they then look through coverages and decide if something is or is not covered. 
  
  
  Please note that the customer could have requested a second option at no charge to her, unless the diagnosis came back as being the same.  
  
  
  Please also note that we are contracted directly though the customers insurnace provider and not contracted directly with this customer. 
  
  
  Thank you,
  
  
  Metropolitan Heating and Air 

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