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Complaint Details
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Initial Complaint
08/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
This company installed my HVAC on 6/30/2021. Something was installed improperly and the condensation hose is not going outside, but inside the house. I first contacted them on 7/1 and they told me to turn out my A/C. I told them it's hot and I'm on oxygen so I can't. They sent techs came out and were there for 8-9 hours getting it fixed. The problem is the water was already running down into my home. It was running down into my coat closet, linen closet, my hall floors were buckling, water was coming down my walls, my fireplace and living room. They sent Servpro here on 8/3 and they tore out the floor, the wall and ceiling. There was no ceiling. They put up a plastic tarp with a zipper and they put two machines in there to soak up the moisture. The machines are still in there running. My electric bill has tripled from those machines running. The issues have not been repaired yet. I have had two other contractors come out and they are waiting to see who will be responsible for this. The adjuster said Patriot was at fault. I haven't received any money to pay any contractors yet. My hallway floor is in four different pieces. The floor is cut up and my oxygen gets caught in there and I had to order another oxygen line. It's causing my asthma to flare up. I can smell the mold and I don't have a ceiling or closets. I called Patriot and they told me they will have to look into it. We are not safe in this home. Due to my pre-existing condition that effects my lungs I cannot be in my home while they are doing the construction. After construction I need them to have someone come in and complete a deep cleaning and disinfecting of my home.
Business response
11/05/2021
The simple fact of the matter is Patriot made a mistake. We own that whole-heartedly. We are human, which means we are prone to fault. All we can do is own our mistakes emphatically and resolve them as quickly as possible! The day Mrs. **** called Patriot to report a water leak after her installation, we dispatched our installation team and installation manager, all accompanied by me, directly to her property. Patriot responded promptly to this issue by completely resolving the HVAC issue. Wanting to ensure that everything was properly handled, I contacted our insurance carrier to initiate our first insurance claim for a property loss. Given that this was a Friday leading into a holiday weekend, I also made the decision to contact ******** myself to initiate water remediation as I was concerned for Mrs. ****** health. They were on site that evening to start the water remediation process. I also returned later to collect all of the bedding and linens from the water damaged closet to be professionally laundered. We responded kindly, apologetically, and immediately. We could never promise perfection, but we do promise that we will make it right! That is why we partner with a reliable insurance company to ensure that Patriot’s employees and our customers are taken care of.As I understand the situation to this point, the insurance company is still waiting on the contractor proposals for work to be completed at Mrs. ****** property. To date, the insurance company has not received these estimates to further calculate the amount owed to her. Her claim agent states he has made multiple calls to Mrs. **** with no response. I have worked with our insurance company for over a decade and they have always operated with integrity and urgency. Although I have had several conversations with Mrs. ****, I am not confident that she fully understands that she will have to be the one to hire a contractor to start the repairs to her home. It would not be right for the insurance company or Patriot to try to make those decisions on her behalf.
If there is anything additional that Patriot should have done to this point that has been neglected or overlooked, please let me know. We have strived for excellence in customer service since the day we first opened our doors, and we are unwavering in that practice. “
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.