ComplaintsforPerry Mechanical LLC

• Initial Complaint

  10/25/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  American Home Shield (AHS) assigned Perry Mechanical LLC to come to my home on 10-18-21 to troubleshoot my A/C issue. They sent me an email and text letting me know the date and time of the next available appointment. They even responded to both inquiries I made via text and email. The Technician came out and arrived on time for the appointment. He located the problem and showed me the problem. Before leaving he informed me that the diagnosis would be sent to AHS in a couple hours. A few hours passed and I received an invoice with no diagnosis. No diagnosis has been sent to AHS to this day (10-25). The invoice has the wrong contact information along with the number provided on the invoice. When I called it a message stated that this number is unallocated. I found their correct number and have left voicemail, texts and emails as instructed in their greeting message and have not had a single reply. AHS has also repeatedly called with no response. After being without my A/C for now one week and ABSOLUTELY no response since they came out, I have requested that AHS finds another vendor! Even though I have requested another vendor I would like to know why they have not responded.

  Business response

  11/22/2021

  Business Response /* (1000, 5, 2021/10/27) */ Contact Name and Title: Office Manager Contact Phone: 321.209.1066 Contact Email: [email protected] We have been working with the customer's home warranty company and the manufacturer of the AC unit to get the replacement parts necessary for the repair. The manufacturer of the unit was checking on if the unit was under an extended manufacturer's warranty. We cannot submit our claim to American Home Shield until we know who is supplying the replacement parts. Unfortunately the unit is not under manufacturer's warranty. At this time all reports have been sent. As you can image part quotes, authorization reviews, warranty look ups take time as there are many different departments, companies and associated involved. The customer's home warranty has the full report they need at this time to move forward with the repair. We have updated the customer both on 10/26 and 10/27 to inform him that his claim was approved and that the parts were ordered and what the ETA is but we haven't heard back from him. Unfortunately this is a draw back to using a home warranty company you don't have to pay for labor or parts which is a HUGE savings but getting large replacement parts like evaporator coils take additional time. Once the parts have been delivered to us we will confirm an install appointment if the customer wants to continue with the repairs and agrees to pay their share of the out-of-pocket expense. Consumer Response /* (3000, 7, 2021/11/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) After researching Perry and reading the reviews, I noticed a disturbing trend of lack of communication when it came to AHS customers. If you all would respond to the methods you all state in your voicemail message, I would not have filed a complaint. More than like your reviews would be more positive than negative! After reading your response to my complaint and others it seems redirecting blame onto your customers seems to be your go to. Now to rebate your reply... The number one complaint I have and all the complaints I have read has been "lack of communication"! If anyone at Perry Mechanical LLC would have answered a voicemail, text or email I would have not filed a complaint with the BBB. If someone would of asked me, the Homeowner, I could have saved you the time wasted asking the manufacturer about an extended warranty! Again, lack of communication! I was told by Perry Mechanical Tech that the report would be sent to AHS on the same day he came out. He informed me that the parts would take a couple weeks to get. I was taken aback with that information, but understood with how the supply chain has been disrupted. I do not agree with the cost of the refrigerate, but that is fight for a different day. After waiting 48 hours , I made my first call to AHS to find out the status of the work order and told that Perry has not provided the diagnosis. AHS tried to contact you, but they too were not able to contact you! Again, lack of communication! I received an invoice with no information provided on it on 10-20. The email states, and I quote, "Have an issue? Call us! (321) 206-1099" I called this number and I got a recording saying the number is unallocated. I checked the invoice and the estimate received on 10-28 also has the same wrong number listed in multiple places. I sent an email on 10-18 and 10-27 asking in both emails for someone to call, text or email me and I have yet to be called, texted or emailed! So, please do not say that I have not replied! The lack of communication is on you all not me! The only draw back is Perry Mechanical`s lack of communication NOT AHS and surely NOT me! Both AHS and I tried numerous times to contact you and you have not contacted us in any format! Once the parts are ready to be installed I will pay the necessary charges, but once any warranty is up I will not have you back on my property and will not recommend you to any of my friends or family. ************

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