ComplaintsforASR Companies, Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ASR was contracted by my *** to do foundation repairs to a garage unit close to my condominium building, and L. *****************************, Senior Project Manager reached out via email requesting approval to detach my AC unit due to its proximity to the work site, stating they could not do the foundation repair otherwise. He followed up a couple of times before I became aware of the request, however we exchanged emails on June 21st, in which I asked for all communications to be via e-mail and did NOT approve any work. L. *************************** only looped in my *** Manager in an email once and then looped her out himself, but told her he never heard from me, and got approval from the *** Manager to proceed. No deadlines to approve the work by me and no dates for when the work was expected were communicated to me at any point (not via email, nor as physical notices), and we found our AC disconnected this morning when we got back to our unit. I e-mailed, called and texted my *** and ASR multiple times and was informed by my *** late in the afternoon that my AC would not be reconnected until Friday, as the ASR contracted AC company was not available until then. I have not heard ANYTHING from L. ***************************** or any ASR representative since last Friday - he did not respond to emails, texts, calls to cell phone and he is not searchable in the company directory to call his office, neither did ASR have an operator available of the multiple times I called.I am writing to report the unacceptability of business practices including the below and to request immediate remediation by ASR:- lack of dates and deadlines provided to affected property owners, - proceeding with work not approved by property owner, - creating a health hazard by not correctly scheduling AC work and leaving my family including a toddler without an AC for several days without any recourse from ASR,- lack of communication for an emergency issue created by ASR.

  

  Business response

  06/27/2024

  **********
  
  I received your note through the BBB earlier today.  I just tried calling the number you had left on the BBB system, ************, but the number said that it was not taking calls and to try again later. 
  
  Spoke to ***** as well, we are very sorry for the issue on the ** and communication mix up.  We have this set to be reconnected tomorrow morning first thing.  Our trade partner who does this is booked today and they have the coolant material from your unit that needs to go back into your unit.  We take this very seriously and should his schedule free up sooner we will get him there sooner. 
  
  I can be reached at ************.
  
  Again our sincere apologies on this. 
  
  *********************
  Vice President
  O: ************ | C:  ************
  
  ASR COMPANIES, INC.
  ********************************************************************

  Customer response

  06/27/2024

   
  Complaint: 21907362
  
  I am rejecting this response because:

  Hello *****, 

  Thank you for your response.

  My name is *********, not **********. My phone number is ************, however (as I've written *****) I would prefer written communication for multiple reasons. 

  This seems a little more than a mix up - my HOA was given misleading information, I was given no information and your company was not reachable (office had no operator, ***** is not the employee's first name so they're not searchable in your directory, they also did not answer emails, texts or calls on the topic) after your employees created a health hazard for my family and child turning off an ** on 90 degree days. Why was the ** company available to turn my ** off, but not scheduled to turn it back on when you finished work the same day? I cannot consider your response or lack of remedial action for 2 days acceptable.

  At the present time, I would like:

  1) your exact plan to ensure I am promptly made of aware of the status of fixes to my **,

  2) a confirmation of a direct line to my point of contact at your company and a commitment they will actually communicate with me,

  3) assurance your ** contractor or whoever will be doing the work will be available to promptly (i.e. same day) make fixes in full should the ** not work after reinstallation.

  As I've mentioned previously, I would prefer written communication, however should a call be necessary, please be aware I will be recording all calls with your company henceforth.

  Sincerely,
  *******************************

  Customer response

  07/01/2024

  Hello,
  
  I am reaching out about my complaint, code 669375809DA00.
  
  I let the business know their original resolution was not accepted and they were much more prompt and communicative with me while the issue was resolved. I have confirmed with them that the ** is fixed and has been going smooth since Friday, so I am happy with the resolution.
  
  Best Regards, 
  *******************************
  

  
  

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