Business ProfileforProstar Services, Inc.

We have been in continuous contact with******** (*****) by phone, email and text extensively since our heating system stopped functioning on November 15, 2021. It has now been 27 days whereby our family has been without heat and ***** with******** has been consistent with his diagnosis and determination to us to "fix the error" and miscommunication of improper diagnosis as it was communicated to ****** Home Warranty. 27 days later and we've since learned that ***** was INDEED the one who caused our claim to be denied by our home warranty co by saying we had a leak. Our claim was submitted to******** from *** on Nov. 16. I spoke to ***** (Prostar) on Nov 16th to confirm prior to scheduling the appt with us that******** had experience with working with Apollo Hydro heat systems. ***** contacted ***** while I was on the phone and received confirmation from Mr. ***** that he did indeed have familiarity with working on Apollo heating systems. November 17, we had a******** technician show up to our home and prior to me allowing him to enter, I asked if he was *****, he replied no ma'am. I then proceeded to ask him if he was familiar with working on Apollo heating systems. He said no ma'am. Then I inquired how he was going to accurately diagnose our system without prior experience with this unique type of system. He informed me he would call into ***** and ***** would "walk him through" the diagnosis over the phone. After receiving this information, I had my concerns regarding the thorough and accurate diagnosis of our system and I immediately emailed ***** (Nov. 17 10:44a) to inform her of my concerns that****** who had the experience with your system was NOT the technician who showed up at our house. Less than 10 min later, tech said the diagnosis is complete and he was ready to leave. Ever since,******** submitted our diagnosis to ***, they erroneously stated we had a leak in a new coil that caused our pump to go bad. This is INCORRECT per HVAC expert.