ComplaintsforHyland Services, LLC

• Initial Complaint

  11/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I wish I could leave lower than a 1 star. They were dispatched by home warranty company. ******* assessed 4 issues and said he needed auth to to from warranty. Wen they got auth and called to schedule very different story. First they claimed some of the work was already done and I had signed for it. When I said no not true plumber took list of work and asked me to sign as auth to do when they come back. Finally owner stated they made mistake and work hadn't been done. Then owner claimed ******* told me some items were "home owner maintenance" and not covered. Changing story is key indication of non-reputable business. Also owner claimed water heater under manufacturer warranty and I was told this by plumber but ******* said could be due to several issues including build up on heating element affecting performance and he woudl figure out what he needed to do and address when he returned. Then I had water lead noted in drywall in ceiling form leak. He couldn't find leak and said needed auth to open wall or could try caulking and see if it works. But said when I told him I am away for weeks a time if I am not around much and leak could cause damage best top open wall. Then denied saying that. All this is signs of games and not to be trusted. Stay away. use at your won risk.

  Business response

  11/16/2022

  Tell ********************************* is not a direct sale customer. ********************************* is a warranty company customer.

  This homeowner (H/O) demanded that we come to his home before he left for another trip. When he was told that the schedule would not allow for this, he lost his cool and began yelling at the owner. He then attempted to lie and tell the owner that the tech made all these promises and said all these things. When the owner talked to the tech after this conversation and a very different picture was painted of what happened. When the owner called back and asked about the discrepancies the H/O changed his story. These behaviors are not becoming of a physician. After being called names by the H/O, the owner informed the H/O that she would contact the warranty company and get a new service provider for them. This dispatch has been transferred to another service provider with the warranty company.

  His resolution is also contradictory, as he says we are a horrible company, yet he wants us to come back out and do the work? As already stated, this H/O is no longer dispatched to us as we requested it be transferred due to poor customer behavior.

  This write up was provided to the warranty company after the phone call:

  Tech will no longer service this home as H/O was yelling at staff and lying about their conversation. H/O is upset that he is leaving to go out of town and we could not return prior to his departure on Tues, 11/8/22.When asked if there was anyone else that could open up for the repairs, H/O stated no, just his family and kids. He then said he would only be home on Tuesday, 11/22/22 from ****p and we had to come then.
  -Tech could not find the source of the leak, or any active leak in the upstairs hall bath with testing, visual and camera. No leak at time of service. Tech recommended to the H/O to caulk the shower and H/O stated that he did not feel comfortable doing that. H/O wanted access opened, and tech told him he would need to get auth for that. Tech did NOT say that the leak would flood or cause damage as there was no leak at the time of service.
  -H/O is upset that his water heater is under manufacturer warranty and is making a claim of no hot, but tech got hot water. Tech told H/O at time of service that his unit was under manufacturer warranty. While they did discuss possible reasons why, no work was promised, and H/O was informed he needed to contact the manufacturer to follow their warranty claim procedures.
  -H/O is upset that a loose faucet is not covered. No failure in faucet, just loose. The warranty company does not cover for Homeowner maintenance. The owner was under the impression that the tech had already tightened it as a courtesy, but was mistaken. She then called the H/O back to acknowledge that mistake.
  -Toilet constantly stops up, tech put in auth for pulling toilet to check if wax ring or ****** are broken.

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company was referred to me by my home buyers warranty company, and they sent out a technician to look at my heater. The tech was friendly and helpful, and did everything he could to at least get my heater working. He turned in the paperwork to his company an I heard nothing after that. 6 days later I called the company and had to leave a message. ***** finally called me back and with serious indifference told me that they didn't have the parts in stock, the parts were nowhere in the area, and that they were waiting on approval from my home buyers warranty to even order the parts. Once the parts were ordered, it would be at least 4 days to order the parts and then shipping to get the parts to their shop, then we would have to make an appointment to have the parts installed. I informed her that it's ******** I have an infant in the house, and the weather is supposed to get even worse in the next few days. At that point her response was that I could replace the entire heater out of pocket, and MAYBE the home buyers warranty would reimburse me. I told her that that was unacceptable and that I couldn't afford that, and that's why I have a home buyers warranty. At this point I was a little frustrated with her indifference and told her I needed my heater fixed! I never swore at her, I never raised my voice at her, and I never said or did anything threatening to her. She said that she could tell I was frustrated and it wasn't fair that I was taking it out on her. I asked to speak to her boss, and she identified herself as the owner. I repeated that it was unacceptable that I was going to be without heat for 2 weeks in ******** and she repeated that there was nothing I could do about it short of buying a new heater. She then hung up the phone. I called back and went straight to voicemail again, and asked her what I was supposed to do about the natural gas leaking in my basement. I never got a call back, and my wife informed me they fired us.

  Business response

  02/02/2022

  I would like to start by making it known that all phone calls are recorded. In addition, this homeowner was going through his home warranty, and not a private pay customer. We are contractually obligated to follow the home warrantys processes and guidelines. The homeowners complaint is riddled with misinformation and dishonesty.

  
  The homeowner was not home for the service appointment, so he had zero contact with the technician. The technician shut the furnace down prior to leaving and informed the son, who was at the appointment, that it was to be left off. The initial appointment was Friday, January 21, 2022 in the afternoon, and the phone conversation occurred in the morning on Monday,January 24, 2022- which is not 6 days. We called around both Friday and Monday to locate the part, and with our previous good working relationship, ordered it prior to approval from the warranty company to help expedite the process for them.

  The phone conversation was far from indifferent. I explained that we had to order the part as it was not carried locally, and that we had to get authorization from the home warranty company. It was explained to him that the part was ordered, and had an estimated arrival window of 3-4 days; however,due to the current shipping climate, that the manufacturer could not guarantee exactly 4 days. The homeowner then proceeded to get very angry and started to lash out me on the phone. He was angry that we were not just replacing the furnace (which would have taken even longer and been very costly for him due to the home warranty process), and he did swear. As explained to the son at the time of service, replacing the furnace would require the removal of the water heater, removal of a rack, and demolition of the wall in front of the furnace due to insufficient clearance required by code- all of which would NOT be covered by the home warranty company. He was yelling, he insulted me, saying what good are you? He said he was going to move in with me. He also threatened to get an attorney. I explained to him that when going through the warranty company, if the furnace is repairable and parts available, we had to repair the unit. He then proceeded to say that he was told that the parts were no longer manufactured and that they would have to be *****-podged together- neither my tech, not myself ever said that. Multiple times I apologized that he was frustrated with the process through his warranty company, that the parts were on order, and tried to end the phone call due to his lashing out at me. There was several more minutes of him yelling at me about the situation.  I finally repeated that I was sorry he was upset about the process and that I was ending the conversation as he was continuing to take that out on me, and I hung up the phone.

  
  He called back a few minutes later, and I was on the other line with a customer, and he left a message asking what he was supposed to do about the gas leak. There was no gas leak at the time of service, and the technician shut down the furnace, so no gas should have been called for by the furnace.

  
  A few minutes later his wife called and apologized for her husbands behavior. I explained that due to her husbands behavior, and threatening to get an attorney, we would no longer be able to service the call.I let her know that we had contacted the home warranty company to have the work order transferred to another vendor.
  Once phone audio files have been uploaded, a link will be provided.

  Customer response

  02/04/2022

   
  Complaint: 16668342
  
  I am rejecting this response because: I would like to hear the tape she has. I never swore at her, and only asked if she would like if I moved in with her because it was ******** and we had no heater with an infant in the house. 

  As far as replacing the heater goes, I said that it would probably be quicker if I had the heater replaced, and paid them 8 grand. She said that would be fine, and then I would have to recoup the price from my home buyers warranty. Nothing was ever said about removal or demolition of the wall at all.

  The next really interesting thing that happened was the next technician the warranty company sent out fixed the heater on the spot in about 2 hours without having to order any parts or keep my heater unusable for 3-4 or more days. 

  The gas leak in my basement was after the technician left my house because he showed my son how to manually start the heater. The problem was, the heater would only run for about 5 minutes, then put it's self out, but the basement would smell like gas for about 15 minutes after the heater quit working.

  I would not ever do business with this company again, and would not recommend them to anybody. 
  
  Sincerely,
  
  ***********************

  Business response

  02/24/2022

  "Here is the link to the phone conversation with ****************.

  https://youtu.be/1qmmxrRHBj8

  We also have a phone call from his wife a few minutes later calling to apologize for her husbands behavior on the phone. If needed, that call can be sent as a link as well.

  Once again, **************** was not present for the appointment. The technician did not show the son how to start the furnace. The technician shut the furnace down."

   

  Thank you for your help getting this added to the claim.

  Thank You,

  *********************

  Hyland Services, LLC

  ************

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