ComplaintsforGreg Tilley's Repos - New Homes

• Initial Complaint

  05/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This mobile home was purchased july of 2022 and there have been multiple complaints with poor customer service. At this time the central air has been out since May 20, 2023 and it’s under warranty however it hasn’t been fixed as of today. At this point I need this unprofessional business to stand behind there product and fix this problem.

  Business response

  05/30/2023

  Good Morning, 

  In regard to Ms. ****** ******* Complaint...

  I would first like to confirm her Warranty Period commenced on August 24th, 2022 and will remain in effect until August 23rd of 2023.  Ms. ****** contacted my service department regarding the a/c unit issue on 5/22/23 at 8:30am.  At 8:43am a service request was submitted to our a/c company who installs/services all of our units.  5/23/23 Our A/c contractor arrived at Ms. ******** home apx 4pm to assess the issue and make repairs as needed and Ms. ****** was aware of this appointment for repairs based on our text message conversations with her.  Our contractor knocked on the door, called, and waited apx. 20-25 minutes for Ms. ****** before he decided to leave and head to his next job.  Ms. ****** texted the contractor, after he had left with no success of speaking with her, that she was then on her way but he informed her he had already left.  We rescheduled the a/c repair technician for 5/24/23 at 7:30am with Ms. ******, and once again the technician waited/called/knocked on door for another 20-25 minutes with no luck of reaching Ms. ****** so he left to tend to his other jobs for the day. She called back apx 8:10 or so wondering where he was after he had left her home.  The technician returned the same day later that afternoon and replaced the blower motor as needed.  Apx. 1 hour after the service was rendered Ms. ******** son contacted us about the unit now tripping a breaker.  We returned 5/25/23 to replace the breaker, as we found the breaker was worn out. This seemed to resolve the issue while the technician was there, as the unit was running and cooling properly.  Ms. ****** called my service team back on 5/26/23 to report the unit was not working again, our a/c technician returned the same day on 5/26/23 and determined the heating element could've been throwing the breaker so he changed her heating element and the unit worked again, as normal.  At 5pm on 5/26/23 Ms. ******** son called our a/c technician and expressed the unit was not working again.  At 6:30pm on 5/26/23 Tilley's service team was notified of the issue and we contacted an Electrician to assess the tripping breaker as it's not the a/c unit any longer.  The Electrician went to Ms. ******** home on Sunday 5/28/23 and was unable to identify any Electrical issues with the unit, as upon his arrival the unit was on and working properly.  To our knowledge we haven't been notified otherwise to date.  It is our understanding that the issue is resolved and the a/c is working properly, if that is not the case please let us know Ms. ****** as we have not heard back from you since our Electrician was there on 5/28/23.  Tilley's will always stand behind our product for our customers. 

   

  Tilley's has attempted to repair Ms. ******** issue in a timely manner and we feel the 2 days wasted with blank trips slowed down the repair process tremendously.  We do not feel reimbursing for any hotel stays is warranted due to the scheduling mishaps we encountered. 

   

   

  Sincerely, 

  ***** ******

  Customer response

  06/04/2023

  The service representative was told that I could have someone there by 430 pm 0n 5/23/23, as I had just had surgery. On 5/24/23 at 1418 technician texted to see what time someone would be available. At 1605 he texted that he was there. I responded to the text as soon as I got it, that she was on the way to let them in. He responded, that he was gone at that time.  On 5/25/23 at 0727 I received a text that he was on the way. He also texted me that he would not drive over and no one there again. I responded with a reminder that he had already said we would have him there at 0730. He responded that he would be here that evening. He texted me that I could call another company if I wanted to.

  At this point, I want the heating element/pump that was disconnected to be replaced and the warranty to be honored. Please advise when this will occur.

  It is very upsetting to have service staff be so rude and cold to senior citizens and for sure when you are recovering from major surgery and have to rely on others for basic needs. Courteous communication would have been appreciated. I was made to feel de-valued as a customer. No one has said to me they regret my negative experience.

  Business response

  06/05/2023

  In Response to Ms. ****** ******** response, 

  I have spoken with our a/c contractor, and he informed me that his plan was to get back to *** ******'s home by the end of this week (between june 5-june9th) to hook the heating element back up as he promised her son he would.  They removed the heating element to try and narrow down the reason for the breaker tripping because it was only tripping periodically for some reason and not consistently.  The homeowner didn't need the heating element as it's summer time now so this was a logical solution at the time in order to properly locate the issue.  

  Tilley's has always been courteous and professional to *** ****** and has ensured that any and all issues she has had with her home have been resolved as quickly and professionally as possible.  It's unfortunate that we have had multiple scheduling issues but we won't stop until items are resolved properly.  

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