ComplaintsforClimate Pros of Northern Nevada

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Starting on May 17, my first phone conversation with Climate Pros of Northern Nevada. American Home Shield, our home warranty service provider, whom we are also dissatisfied with their handling of this situation, contracted Climate Pros for service request. It is now July 12, and middle of summer, and we have still without air conditioning. Climate Pros reported to AHS, American Home Shield, that replacement of equipment was necessary. During the time since my first contact with Climate Pros, neither AHS nor contractor has taken responsibility for the lack of action to resolve, or complete the job. It has always been other party's fault, ie., Climate Pros pointing at AHS, and vice versa, concerning the reason for delay. On handful of occasions when I have attempted to contact Climate Pros, I end up leaving message on voicemail without any attempts of callback. Climate Pros has also stated on few occasions that they have the work order and were waiting on AHS to order parts, or waiting on parts to arrive in 3-5 business days. And just recently, they raised our non-covered out-of-pocket costs from $950 to $1100. This done just about 2-3 weeks ago without any sign of completion date in sight. And now, their current excuse is that the supply warehouse, Slakey Brothers, has equipment but has not been received in their system. I contacted Slakey Bros myself, but without an order number, they were unable to verify if our equipment was received, or not. I understand this fact, so I have no complaints against Slakey Bros.

  

  Business response

  07/18/2022

  ***** 
  Thank you for allow us to talk over the phone, we agree the delay to have the air conditioning replaced is out of line. Your home warranty company is the deciding factor for cost and time lines. We are a 3rd party hired by your home warranty and report back to the home warranty, the home warranty is responsible for authorizing, ordering and directing any out of pocket costs you are responsible for as outlined in your contract with your home warranty company.  We do believe this issue should be directed towards your home warranty company. 
  The initial service call was on 5/17 in the afternoon. A estimate and course of action was submitted to the home warranty company on 5/19 as per our contract with them. From that point the home warranty was to authorize and order the equipment for the air conditioning replacement. We are typically not kept in the loop for communication as the warranty company and the customer are in discussion for the upcoming plan and any costs the customer may owe for the service. Once an agreement is made between the home warranty and the customer we are emailed a confirmation of equipment is ordered, and a non-covered cost due by the customer.  I’m not aware of you had this conversation or not and it sounds as their protocol was not followed. For the costs you would owe, a itemized estimate was provided from the initial correspondence for the submitted authorization.  Our office is to follow up and once authorized,  we were told equipment was ordered but this was not the case our office followed many times and once again on 6/27 and found out the equipment was never ordered. At this point they ordered the new air conditioner and unfortunately the supplier they use has been having computer issues, and no order was available. You equipment was available for pick up on 7/14. We scheduled for the install at our next availability for install on Tuesday 7/19. If you would like discuss the matter at hand any further my number is below. 
  Thank you 

  Dave R*****

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