ComplaintsforFast Response Heating & Cooling

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is contracted with AHS home warranty. I submitted a claim with AHS on 4/29/24. I called fast response that morning and the woman that answered stated that she wouldn't be able to get anyone to me until Wednesday May 1st. So I took that day off from work. I called in the afternoon and a rude employee named ******** answered stating they never received that request. I have a email from fast response stating they had someone in my area on May 1st but they had sent it to my personal email so I didn't see this until Wednesday when I was home waiting. A service worker came out Saturday the 4th and said it was the compressor and told us they were sending in a service request for the part. May 4th. I received emails saying parts were ordered on May 7th and then again on May 14th. I was told they put in the wrong part request and it was resent again in June. Someone named ***** signed for the part per AHS. Fast response is denying they ever received the part. I call AHS daily, they call fast response so they can say they don't have the part and I continue to sit in 90 degree weather at my house with a desk fan and bottle of water to spritz myself with. Someone needs to hold fast response accountable for the part they received (or the three parts they received) and what did you do with the part. Was it installed in another customers air conditioner that is paying full price instead of the home warranty price? I need this part. I needed it 10 weeks ago. I have already filed a complaint about AHS. I want everyone to uphold their end of the contracts,

  Business response

  07/12/2024

  Thank you for reaching out. We apologize for delayed response on the initial diagnostic appointment. Unfortunately we do not control your home warranty provider's part processing. There is nobody in our building named ***** and we have not received any parts on your behalf. Once the parts are received we will be more than happy to complete the work but we are not approved to supply the part only to install it once it's received from your home warranty provider.

  I would encourage escalating the work through them as we cannot proceed without the part. If they believe it was delivered and signed for they should have a tracking number which we've not been successful in retrieving from them. I believe this is further indication the delay is not on our end. We are extremely sympathetic with the current weather and your home comfort needs but we are at the mercy of the warranty provider whilst waiting on the equipment to arrive. 

  All phone calls with our office will be reviewed to ensure proper customer care as we do not tolerate rude behavior from our staff and we genuinely apologize if that was the experience you had. Our staff will be reprimanded appropriately upon completion of the review.

  Thank you for your time and patience as we continue to await the arrival of your parts. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  AC required additional coolant. Company insisted on collecting money for the entire load - $1380.00 total. Only 1.5 lb was needed, so refund of $1006 was promised, but never paid. I am an elderly woman and a thousand dollars for me is a enormous amount. Business is almost impossible to contact, but when someone is reached, the business doesn't dispute the charge, but no refund was ever received.

  Business response

  07/02/2024

  Good morning and thank you for your patience while we handled your request. We were able to stop payment on the original check and issue a new payment. This has been mailed as of yesterday afternoon via certified mail through USPS. Here is the tracking information for said payment: **********************. We do hope this clears all ongoing concerns and should you have any further issues please do not hesitate to reach out as we're always here to help! Thank you!

   

  Customer response

  07/09/2024

  I accept the business's response to resolve this complaint. The check was finally received!
  
  Regards,
  
  ****** ********

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have more information that cannot be included in 2000 characters and are willing to share images and invoices upon any request. The company was sent to replace our air conditioner unit ($5713) paid in full. They did not replace the condensation pump which proceeded to cause a leak under our flooring in our main level. The company has repeatedly not responded to our calls. They finally were able to send a tech out who replaced the pump, and it started leaking (new pump) worse under and above our flooring which is now in the drywall. They are not willing to answer nor send a technician out to meet us to repair the under warranty system. The system leaks constantly and is causing potential damage to the flooring and drywall. They were supposed to give us an answer of how to resolve this issue and continue to not call us back. Customer service is terrible with calls being hung up on over and over and they “will call us back” but never do. The system was originally installed in April and it continues to have issues that never get resolved.

  Business response

  06/12/2024

  Thank you for reaching out with your concerns. Our records show that all calls were answered during our regular business hours, and we dispatched a technician after 5 PM on the same day at your request. We apologize for any inconvenience caused. Please note that condensate pumps are not included in system replacements, which is why it was not replaced during the initial installation.
  
  We will address any damage for which we are liable. Your new system is under warranty for both labor and parts. The technician who visited your home yesterday reported no active leaks and found the area to be dry.
  
  To move forward and ensure your satisfaction, we would like to know what resolution you are seeking. Unfortunately, we cannot replace walls, floors, provide an extended warranty, and issue a refund, as you mentioned in your desired resolution. Based on the photos you provided and those on file from our visits since the installation, we do not see any permanent damage to the flooring or walls.
  
  Please review your desired outcome and suggest a more feasible solution so we can resolve this promptly. We appreciate your time and the opportunity to service your home comfort needs.

  Customer response

  06/13/2024

  I can agree with certain parts of your statement. To begin with, our call logs indicate we were not returned phone calls between the dates of 04/23 and 05/23, a month of various dates where we were either sent to voice mail or informed that a manager will “call us back” with no return call, if we did receive a phone call from upper leadership, it was that “we would discuss with the owner” and then we went weeks without hearing a resolution. 

  
  05/24 technician (Lenny) comes to the house to replace the condensate pump that was leaking, states “should have been replaced and included in the invoice” while on speaker phone a member of your company from this date 05/24 stated as well while on speaker phone “I don’t know why it wasn’t replaced” (unknown) According to a tech Robert on 05/31 “our installs come on a preset pallet from the office, if something is missed like the condensate pump on our pallets, we tend to forget to install it”. The “non-itemized bill” in the future should be itemized to include each part being installed. We appreciate your cooperation as a company to perform this install appropriately and in a timely manner when the problem was addressed.
  
  My current resolution for this complaint is to continue working with your company within the AC system and condensate pump as we do have warranties both manufacturer and company as previously stated. When your tech (Austin) arrived on (06/11) it was 2 hours past the provided arrival time of 1730-1930 on this date (06/11) the arrival time was 2006 on this service call. Customers expect a text, call, or warning that your techs are running behind, I recognize that not every visit is perfect timing. Customers have had to call of work and place salaries and education on the line to accommodate the company which does present an inconvenience, for which I appreciate your apology in your previous response, but we do expect a little effective communication. From a company who is a 24hr operation, customers would prefer live answering 24/7 or hours on the website/google to reflect your live answering times (0900-1700). Or even a statement of who to contact past your business hours. I understand that you cannot provide reimbursement for the system currently installed and I do commend your company for the respect/quality of technician staff, you employ very knowledgeable staff in regard to technicians. Robert was able to diagnose the long running time issue and I was able to replace the thermostat with no issues with his advice and recommendations. 
  
  Another resolution is we will monitor the pump and send a text to your technician (Austin) as he requested to discuss the condensate pump if a problem arises. He did state he wants to come back “within 24-48 hours to evaluate the system and check again for leaks” I will discuss this with him at a time later to decide if it’s necessary for a return visit. I appreciate and commend your company for the fast response to complaints you have experienced. In regards to the flooring and drywall/wall trim, I can agree with your statement that as of the current date of this response (06/13) there is no permanent water damage, however flooring/drywall water damage can occur over time. We will continue to discuss this issue at a later date IF this damage does occur to find a resolution we are both happy with. 
  
  Another issue I want to address is the customer service that we and many others across many platforms have received. I would request as a company you address the many complaints and “hang ups” from your customer service representatives. Great business starts at your customer service department and when customers experience this, it may shy some people away from this business.
  
  Moving forward I would request that we can still function as a business partnership with these resolutions. If your company would have a preferred way of communication, whether via voice mail or website inquiry we would prefer whatever is best for the dispatch and the technicians. As far as the other concerns, we will address those as they arise. 
  
  Thank you

  
  

  Business response

  06/26/2024

  Thank you for allowing our technician to address your mechanical concerns. We are pleased to hear that this issue has been resolved. Please continue to monitor the situation and notify us immediately if any further issues arise. For after-hours support, you can reach us through our toll-free number ###-###-#### to speak with a live representative. Our goal is to have this line available 24/7, 365 days a year, and we strive to return missed calls as quickly as possible.

  
  I apologize for any inconvenience caused by the disconnection of your calls. This behavior is entirely unacceptable, and I will address this matter with our office staff to ensure it is rectified promptly. We take all feedback seriously and are committed to improving our training to better handle escalated issues.

  
  We understand the importance of your home comfort needs and take pride in providing exceptional care to our customers. Your concerns have been noted and will be shared with upper management to enhance our processes and procedures, ensuring we maintain empathy, urgency, and professionalism in all our interactions.

  
  Thank you sincerely for your time and the opportunity to work with you. If you have any further questions or concerns, please do not hesitate to reach out.

• Initial Complaint

  02/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 11/28/2023 i filed a claim with ***** ******** **** ******** for a furnace repair. The service provider assigned to the claim was Fast Response Heating & Cooling. After numerous calls with ****, on 01/17/2024, agreement was reached to replace the furnace. On, 01/19/2024 I received notification from **** that costs not covered by the warranty for Modifications, Code updates, Haul away and Permits in the amount of $4560.00 would be my responsibility. On that same date, Fast Response Heating & Cooling sent an email sharing the Non-Covered Amount of $4560.00 and requested payment in full before work or parts were ordered. The notification stipulated that: "** will cover parts & labor" and "For non-covered items, we will provide a refund if anything is not needed or less extensive than anticipated upon completion of the work." On 01/19/2024, I called Fast Response Heating & Cooling at 4:59pm and requested a detailed invoice for the non-covered items and expressed my surprise at the high cost. I also shared that I was not accustomed to paying for work not completed in advance but was advised that this is their policy, and the costs reflect a worst-case scenario. I shared that I would make payment after I had the opportunity to review the detailed costs. I received a detailed invoice on 01/22/2024. The invoice state that some of the costs might be covered by my warranty depending on the contract type. On 01/24/2024, I confirmed with **** that my contract did cover additional costs and that offset would be $1575.00. This brought my share of the costs to $2985.00. I called Fast Response and shared that **** would be notifying them of the modification in costs. Fast Response sent a modified invoice which I paid in full on 01/25/2024. On 01/29/2024 @ 12:18pm, Technicians from Fast Response arrived to install the furnace. The Lead Technician stated that given the good amount of room we had in the basement and the straight-forward nature of the project, it should take no more than 4 hours or so to complete. They left the house 4:13pm, a little under 4 hours. I stayed in the basement to observe the extensiveness of the install because I was curious about what work entailed $3500 in modification costs. I am convinced that I was excessively overcharged for the work because from my layman's observations there were not "extensive or worst-case" modifications required. Permits, Code updates, and haul-away costs accounted for the remaining $1060.00 in costs. My line-item observations: 1. $595 - Gas line modifications - disconnect, reconnect with a longer 8" black iron nipple 2. $365 - Drain line modifications - connect by cutting existing PVC pipe & connect to 3/4" PVC Tee 3. $500 - Hi/Low Volt/Breaker mods - turn off power disconnect wiring; reconnect wiring turn on power nothing else. 4. $550 - Flue pipe mods - Significantly rerouted flue pipes from right side to left side of furnace 5. $425 - Filter housing/pump ups - old furnace lifted off, new furnace placed back on ...nothing else 6. $515 - Plenum modification - No Return plenum modification, Modified Supply connection 7. $550 - Return/Supply Duct mod - No return duct modifications, Modified supply connection Although there was effort expended in each area, that should be fairly compensated. My issue is with an estimate that was over inflated to cover worst case scenarios and implied a refund if modifications were not extensive. Which in my case did not occur. This is a misrepresentation to get pre-payment in advance. I was referred to and talked with a representative of Fast Response Heating & Cooling on 02/15/2024 and was told there would be no refund because the work on the list was done. My issue is that I was given an inflated estimate that covered Extensive modifications and the final account reconciliations should have resulted in a refund of some amount. The most egregious of which are the charges of $365 for installing a 3/4" PVC fitting. and $500 for disconnecting and reconnecting electrical wires.

  Business response

  02/16/2024

  Thank you for bringing your concerns regarding your recent furnace repair to our attention. We sincerely apologize for any inconvenience or frustration you've experienced throughout this process. We value your feedback and are committed to addressing your concerns in a timely and satisfactory manner. After reviewing your detailed observations and the invoice from Fast Response Heating & Cooling, we understand your frustration with the charges incurred for the modifications and additional services. We acknowledge that there seems to be a discrepancy between the initial estimate provided and the actual work performed. We want to assure you that we take such matters seriously and are working diligently to resolve this issue. We have undertaken a comprehensive review of the charges with our management team, field manager, and lead installer. After careful assessment, all parties concur that the work was executed in accordance with current code standards and installation guidelines. We understand that you may have reservations about the pricing of our services, but it's important to note that you had the opportunity to contest the amounts before the installation was finalized. Considering the scope of the installation, it's worth highlighting that without the coverage provided by your home warranty, the total cost would have exceeded $6500. Your responsibility was limited to a fraction of this amount. We firmly believe that the charges are fair and reasonable given the quality of work and the expenses involved. Should you have any further questions or concerns, please feel free to reach out to us. We are committed to addressing any remaining issues and ensuring your satisfaction with our services.

  Customer response

  02/16/2024

  1) There was no opportunity to contest the amounts before the final installation.  The opportunity to contest only occurred after the final installation.  This was driven by the statement in the invoice that a refund would be provided if anything is not needed or is less extensive than anticipated upon completion of the work.  So, how does a person contest a charge until you see the work done.  Then, your technician stated that they like working for Fast Response because all billing & cost questions are handled by the office and NOT them!!  Your careful review consisted of telling me during my initial call that all work was completed and no adjustments would be made.  Subsequently a follow-up call stating the same thing and now this response reiterating the same point. 

  2)  The charges I am concerned about dealt with modifications, not code work.  Setting the furnace on top of the existing filter box did not entail any modifications, for example.  and

  3) Lastly, I purchased a home warranty contract to offset potential higher costs in the event of a failure.  So, basically telling me I got a bargain, due to the offsetting of higher costs because of my home warranty contract is a very condescending & moot point.  I did some math on the $3510 of costs for the modifications and if parts were $1000 (which is highly unlikely, more like $350 at most) then labor for 8 hours of work was billed out at about $310/hour. 

  I don't know what you overhead costs & profit margins contribute to the labor billing rate, but I am still concerned about work not being as extensive as billed.  
  
  Regards,
  
  ****** ******

  Business response

  02/28/2024

  Thank you for providing detailed feedback regarding your concerns. We sincerely apologize for the frustration and inconvenience you've experienced. We understand the points you've raised and would like to address them accordingly:
  1 - Opportunity to Contest Charges: We acknowledge that our process may have caused confusion and we apologize for any inconvenience this has caused. We recognize that the opportunity to contest charges should be available prior to final installation, and we'll take steps to improve our communication in this regard. We'll review our invoicing and communication processes to ensure clarity and transparency for our customers moving forward.
  2 - Charges for Modifications vs. Code Work: We appreciate your clarification regarding the nature of the charges. It's essential for us to accurately distinguish between modifications and code-related work in our billing. We'll investigate the charges further to ensure accuracy and fairness. Your feedback helps us to refine our billing practices and provide more transparent service to all our customers.
  3 - Home Warranty Contract: We understand your perspective regarding the home warranty contract. Our intention was not to be condescending, and we apologize if it came across that way. We value your business and understand your concerns regarding the cost breakdown.
  
  While we maintain our position that the modifications were completed as invoiced, we are prepared to offer a refund of 2.5% of the total cost paid to address some of the concerns you raised regarding payment. If you find this solution satisfactory our corporate office will issue reimbursement to the same card you paid with. Thank you for  your time and the opportunity to serve your home comfort needs.

   

  Customer response

  03/06/2024

  I am rejecting this response because:  The proposed settlement offer is connected to the root cause of the complaint.  The basis for the complaint is the reconciliation of costs for modifications that were not needed or not as extensive as anticipated.  Fast Response continues to focus on the work list on the invoice as opposed to actual modifications completed.  The 2.5% of paid costs offer is equivalent to refunding the transaction fee for my debit card payment.  It is not related to reconciling costs for modifications.  I have attached a spreadsheet which details the observed actual work performed.  This spreadsheet demonstrates that a refund of between $975 to $1570 is both reasonable and appropriate.  If Fast Response were to do a reconciliation by effort hour, cost per effort hour and & parts cost by line item, they would see that I am not being unreasonable in my request for a refund.

  So, returning to the invoice statements: 

  1.  ***** ******** **** ******** (**) will pay for parts and labor.  The encompasses the removal of the old furnace, assembly of the new furnace, and placement & connection of the new furnace only.   If modifications are required to connect the new furnace to my existing system, I am to pay.

  2.  A list of anticipated modifications and estimated costs is provided.  Anything that is not needed or not as extensive would be refunded upon successful completion. of the installation.  Payment is a prerequisite before initiating the order for the required parts.

  So, I paid and I expected a reconciliation for the requirements of my specific job which took less than four hours to complete.  I received a rote answer that the work on the list was completed, no refund due.  We are still at an impasse.

  It is a good thing that First Response is assessing their current process in order to improve communications and clarity.  I hope it will help future customers.  How about if we stay focused on this current customer for now.

  
  Regards,
  
  ****** ******

• Initial Complaint

  01/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The customer filed the complaint by phone. The customer states the company serviced her HVAC unit a few months ago and she is still having issues. The customer asserts the unit will not get the temperature in the house to what she sets on the thermostat.

  Business response

  01/19/2024

  Due to this service being provided through a Home Warranty company there is only a 30 day recall period. We cannot service the property again without placing a new service request for this service. If it would be acceptable to you I would love to reimburse you the cost of your service fee but that work order is what allows us to submit a request for payment for time and service rendered. If you find this acceptable please give our office a call and we can get you scheduled as soon we have the new work order. Thank you for your time and the opportunity to service your home comfort needs. If there is anything additional we can do within the contractual guidelines please let us know as we'll be happy to oblige. Thank you.
  

• Initial Complaint

  10/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fast Response Heating & Cooling was assigned by my home warranty company to look in to why my air conditioner's compressor coil was freezing. They made it out quickly to "diagnose" the problem. They then took nearly a week to submit anything to my home warranty company. Along with refrigerant costs of $1380 there was $1806 in nebulous charges. They diagnosed a leak in my evaporator coil and that it needed replacement. I called another company for a second opinion. At first they were unable to find a leak because the system was completely out of refrigerant. They then pressurized the system with nitrogen and still could not find a significant leak. What they did find was the valve by the AC unit itself that Fast Response Heating & Cooling opened to in order to let all the refrigerant out of my system so they could come fix a "leak" that didn't actually exist. The symptoms I called my home warranty company about could not have happened if my system was completely out of refrigerant at the time that Fast Response Heating & Cooling was here. I have no doubt in my mind that had I let them return to my home, they would have recharged the refrigerant that they let out instead of actually replacing my coil.

  Business response

  10/18/2023

  Thank you so much for reaching out. We appreciate your time and the opportunity to service your home. I sincerely apologize you were not satisfied with the service you received. Upon first contact you advised the unit was not cooling and not blowing strong air. This is indicative of several different issues that could be present. Here are the diagnostics from the technician who provided service where he as well noted the missing valve caps and also several code violations. 

  Notes added by tech Mark [6] on 10/3/2023 11:16:04 AM Customer complaint AC not cooling. Service technician started at furnace unit located on the second floor in a hallway closet. The furnace is not sitting in any type of drain pan which is against code violation in the state of Kentucky. there is also no type of float switch connected to case coil. Fan is working filter was removed out of the equation because it was clogged and dirty. Then service technician proceeded outside the outdoor AC unit started taking pressures there is no Freon in system it is completely dry. Upon further evaluation no filter dryer can be located on system again this is a violation through manufacture. No valve caps on service valves. Also found on service caps on top of service valve covered in leak lock from previous leaks. Service technician performed a leak test found multiple leaks in coil above furnace unit. Service technician spoke with customer about findings and recommends customer get estimate on replacement.

  Based on our findings listed above, the photos from the job, evidence of previous repairs and a multitude of code violations we would have to disagree with the complaint submitted to the BBB. Although we would have loved an opportunity to repair these items you chose not to move forward with repair therefore the system was left in the same condition as when we arrived. 

  The non-covered costs from your home warranty contract included the cost to fix all of the existing code violations as well as the needed modifications to retrofit a new coil to your existing system. On a retail end the replacement of an evaporator coil along with taking care of the code violations would be in excess of $3800 so the non-covered costs given to you based on your policy with HSA was very fair. Most of the time the customer does not have coverage for the code issues as well as only $10/lb for refrigerant but we don't have access to your specific contract to provide any further details on coverage. 

  Hope this addresses your concerns and again we appreciate your time and the opportunity to service your home and wish you the best on all future endeavors. 

  Customer response

  10/18/2023

  I am rejecting this response because:  The filter the technician is claiming was clogged and dirty was brand new. This is another example of a blatant lie from the company. They also didn't address the fact that their technician opened up a valve and let all my refrigerant out. 

  This company claims there were all kinds of leaks yet the system with no repairs made to it held pressure when charged with nitrogen.

  They can make all the claims they like but their claims are verifiably false. 

  
  Regards,
  
  ******* ******

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I use ******** **** ****** warranty and called about furnace not working. Fast response diagnosed the problem for *** and said I needed a new heat exchanger on a 11 year old Trane furnace and I was told I needed to to pay $135 for my portion and submitted payment. After three weeks I called Fast Response and requested when they were going to repair or replace the heat exchanger and Fast Response told me *** said to replace the entire furnace. I asked how much out of pocket and was sent the enclosed quote and upgrade memo. I called *** and asked what was covered and they said a basic furnace and cost over $1,000 if underground or through solid wall duct work was needed. I didnt need any ductwork so the basic furnace was covered $5,599. I agreed to the $200 upgrade. I had already paid $135 toward the parts previously which would be a credit. Upon completion of the job I paid the entire amount and was told to seek reimbursement from ***. Upon contacting *** for reimbursement I was told that since my furnace was out of code there wouldn't be any reimbursement. Neither Fast Response HVAC ot *** wrote or called and advised I was out of code and I have asked for the code violations involved-none forthcoming. None of the Fast Response installers mentioned code issues and no permit was issued or replace and no inspector has reviewed or inspected my unit. I would like Fast Response to refund the amount I would have paid for a basic 100,000 BTU furnace and have them seek reimbursement from ***.

  Business response

  09/12/2023

  We appreciate you reaching out. We have reviewed all contact regarding your furnace replacement and here is what we are showing. 
  
  Office (Customer Service) Communication Records:
  6/15/2023 3:58:01 PM - KALI - customer wanting email sent to ****************** showing the price for a variable unit and the price for a dual stage unit so he can compare. also wanting to know what type of unit it will be, asking for model # if possible and what the tf looks like right now for scheduling if he pays. - added Matt as to the work order to send estimates.
  6/13/2023 11:20:11 AM - ADRIAN - customer called in to ask again if the variable unit is compatible with his ac aunt, adv I will reach out again and ask, he also asked if he had a choice of brand, adv no *** supplies the unit so we do not get choice of brand. 
  6/12/2023 7:55:53 AM - COURTNEY - sent moving fwd txt- has until 6/23 to reply before compl out 
  6/9/2023 1:15:51 PM - LOURDES - customer called in wants to know if the variable unit is compatible with his ac unit adv will reach out and ask and cb with update 
  6/9/2023 7:47:43 AM - ERIKA - non-covered costs EMAIL/TEXT SENT 
  6/8/2023 2:49:56 PM - KALI - ho ci for update - adv submitted for furnace replacement today per last note
  6/8/2023 12:12:03 PM - COURTNEY - SUB FURN (HEAT EXCHANGER OBSOLETE)
  5/24/2023 9:03:11 AM - MATT - ho ci asking for eta of the H/E--- adv it will take 3-4 weeks for the H/E to arrive
  5/10/2023 9:33:45 AM - ADRIAN - ho ci to have payment link sent to email> ******************* ****
  5/10/2023 7:24:47 AM - COURTNEY - sent moving fwd txt- has until 5/22 to reply before compl out
  5/8/2023 9:22:27 AM - ERIKA - non-covered costs EMAIL/TXT SENT
  5/4/2023 9:08:38 AM - STEPH -  ho ci for update adv needs h/e takes 7/14 bz days 
  5/3/2023 10:45:39 AM - COURTNEY - SUBMITTED FOR H/E REPLACEMENT 
  
  Here is the email that would be the follow up to the request on 6/15 when you spoke with Kali:
  
  FAST RESPONSE MATT <***************************> Thu, Jun 15, 11:20?PM
  t* ********* **** ****** ****** *** ****** **** *** ********** ** ***** ************
  Upgrading your home comfort system can save you on average 20% on your UTILITY BILLS, and 10% more of your PROPERTIES VALUE!! If your system is 15 years old or older this is highly recommended by your heating and cooling experts.  
  AMANA  EQUIPMENT (LIFETIME COMPRESSOR AND HEAT EXCHANGER WARRANTY)
  100,000 BTUs furnace 2 Stage ECM $5,599.00
  100,000 BTUs Furnace 2 stage V-speed $5,799.00
  if customer wants AC also add 4 ton 14 seer with evap coil unit for $6,799.00
  ADD ONS!!
  Surge protector $189.00 a piece recommended for furnace and AC
  House Humidifier $589.00
  NEST THERMOSTAT $260.00
  ECOBEE THERMOSTAT $260.00
  House Dehumidifier $5,450.00 Needs its own Outlet!!!
  On all new equipment we give a 10 year part warranty and 10 year labor warranty.  First year is a free maintenance contract, after that it's $159 a year. The price for the maintenance agreement plan might change.
  If you are interested in low monthly payments you can visit our website at ************************************* where we've partnered with ********** *******, ******** also as well as *****h. ********** ******* is a home improvement lender we work with regularly to put our customers into a new home comfort system.
  The only disclaimer is that the model numbers of the equipment could change based on local availability but will retain the same properties of efficiency and size that you've been quoted for. 
  Please let us know if you have any further questions or concerns regarding the upgrade process. 
  (Please reply to ALL when replying to email)
  Best Regards,
  FAST RESPONSE HEATING AND COOLING
  Matt
  please call or text with any questions
  ************
  
  It is evident you were informed that you had the option to replace the furnace through your home warranty provider however the non-covered costs to do so would have been $3935.00. These are for permitting, code upgrade, modification and disposal of the old equipment. The policy that you chose from *** determines what is or is not covered. If you do not agree to the non-covered costs or do not proceed with the recommended repair/replacement option through *** then they can offer a CIL (cash in lieu of repairs) to put towards whatever cost you incur when you find a resolution that you like. In this circumstance you were offered $1058.00 and your original non-covered costs were $3935.00 that means the total cost of furnace replacement with *** supplying the furnace would have been $4,993.00. Per your request our tech Matt sent you an estimate for a varriable speed furnace which you did choose to move forward with having installed.
  
  We cannot issue refund or reimbursement when you made a decision to upgrade. Furthermore if you had concerns of code upgrade/modification cost then the time to negotiate that is at the time of service. We authorize in a worse case scenario (as explained in the non-covered costs email that was sent twice once originally for the heat exchanger and again for the furnace replacement) meaning we authorize in a manner that covers us ina  "worst case scenario installation" and then whatever is not needed or is not as extensive as we anticipate we would refund back to the homeowner. 
  
  We apologize if you are not satisfied with the decision made for upgrading in June but at this time Fast Response cannot offer any type of reimbursement or refund because we have all the necessary documentation to show that this is what you communicated that you wanted to proceed with. We appreciate the time and opportunity to work with you. Should you have any further questions or concerns please do not hesitate to reach out.
  

  Customer response

  09/12/2023

  I am rejecting this response because: The issue is that ***, the warranty company told me on 9/10 that my furnace was not replaced because 'it was out of code". I reject that it was out of code. This is why I am filling this complaint because no-one told me it was out of code. Fast Response had to be the party which submitted this information. Before I requested *** service and paid the $100 service charge I called my regular furnace contractor, ***** ****, one day before I went online to *** and asked them to check why my furnace would not start. They personally inspected it and said  was fine (electrical, fan, gas igniter) but advised that  the heat exchanger needed to be replaced, but no other service was required and if it had been out of code and they would have told me and added it to their proposal. Fast Response confirmed that the heat exchanger was the problem and they would order the part and then billed me $135 for which I paid. My second reason for rejecting the complaint is that I do not have any written proof from Fast Response clearly indicating that my repair had been denied. Instead they advised me that I had two choices for furnace replacement $5599 or $5799 leading me to believe that the $5599 was the base price. I did not receive the the $3995 quote for a basic furnace until 9/11/2023. I contacted Fast Response by phone in July, twice in August and again September and was told I would receive calls back-I did not receive any calls.  I do not have the 5/8/23 or 6/9/2023 texts/emails advising "non-covered" items. I feel that Fast Response miscommunicated by omitting the specific issue that my furnace was not being covered by the *** warranty and used the word upgrade which lead me to believe I could have had a lower priced furnace but I would need to pay the difference. Furthermore, I called *** to confirm that my furnace was covered and their rep said it would be but there was a $1,000 limit on ductwork.  After the furnace was installed and I contacted *** one month later to obtain my reimbursement (after receiving a note in my *** file that the job wasnt finished) they placed me on hold to contact Fast Response and *** was told the job wasn't finished! I called Fast Response to ask them to finish the paperwork so I could obtain reimbursement but I never hear back. I believe their was  a critical communication missing to me advising I was not covered and Fast Response played on it by using the "upgrade" vernacular knowing they had advised *** of some "out of code" issue. Further, *** only responded with responses after the new furnace was installed that I could have $1,000 in leau of the *** coverage. If all of the texts, and emails are viewed in chronological order it is quite apparent that  Fast Response is skilled in leading the customer to believe they are still working for the warranty company when , in fact, coverage is not being extended. A discovery of eamils and texts is the only way to determine if anti-consumer activity has occured. I still feel I am due the $3,995 amount which was only provided to me on 9/11/2023.  
  
  Regards,
  
  ****** ******

• Initial Complaint

  07/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Fast Response Heating & Cooling were supposed to come out to our house on July 11, 2023 to fix our AC unit, the technician informed us that they would have to reschedule to allow the line to unfreeze. Fast Response Heating & Cooling set up another appointment for on July 14, 2023, they were a NO SHOW, called them and they said they would be out there on July 18th, again a NO SHOW, contacted them again and they told me that they could not show up until July 21st. I called them to verify this appointment and I was informed that they were not coming out on July 21st either. They have been paid for service that they are not providing. This is very frustrating because to the high temps and no AC, we have a young child in the house and it is very unbearable for everyone, to be in a house with no AC. Fast Response Heating & Cooling are the WORST COMPANY, every time I contact them, I get the run around or put on hold for so long that their phone line hangs up on me. I have left numerous messages to call me back and NOT 1 TIME has anyone contacted me back. When I did speak to someone I asked for a Supervisor and again they said that they would pass on my contact information to call me back, to this day no supervisor has contacted me.

  Business response

  07/21/2023

  Thank you for reaching out. You actually are on schedule for today. We asked you to hold and you disconnected the call and placed a BBB complaint. The first time that this service was resceduled it was done so on your part. The second reschedule was weather related as we cannot open refrigerant lines or electrical components in the middle of a storm. We have not been paid as the job has not been completed. We'll be seeing you later today to make repair to your AC unit. Thank you.

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Rapid response was called to deal with a HVAC system in collaboration with our **** ****** warranty. When we initially called **** ****** to report the problem, they contracted rapid response to diagnose the situation. To their credit, rapid response, visited our address quickly and made an assessment of the situation. The technician stated we would need a new compressor as well as 2.7 pounds of Freon to get our system back in usable condition. He stated that the system was old and it may not be possible to receive these parts. In the instance that this should occur, **** ****** would replace the system for us. The technician stated he would put in a parts request and will contact us in the next few days. In approximately a week and a half, we received news that the compressor was available and we would need to order the part as well as the Freon to complete the restoration. We were quoted by rapid response, a cost of $2728. This took place the beginning of April, 2023. Due to financial strains, we were unable to provide the full amount at that time as rapid response would not accept initial payment or payments. Payment was rendered to rapid response on June 15, 2023. We were told that it would be 5 to 10 business days to receive the parts and repair the system. It is currently July 7 and we have received no information from rapid response. We have contacted them on the following dates 21st, June 21, June 22, June 28, June 30, and July 6. The company has our money, but we are no closer to having an air system that works.

  Business response

  07/07/2023

  Although we appreciate you reaching out you contract with a home warranty provider and they actually order and supply these parts and they are behind on that process, the delay has not been on Fast Response at all. If you would like to touch base with them you're welcome to do so otherwise as soon as this equipment arrives we'll be more than happy to schedule the return visit. We order the compressor from the warranty company within 24-48 hours of receiving the payment. They take an additional 24-48 hours to process the claim and generally they ship them within a couple days of that however during the height of busy season you may experience delayed response times. We appreciate your time and the opportunity to work with you but again we have no control over shipping times. If you need us to provide you the contact information to your home warranty company we'll be happy to provide that as well. 

   Thank you.

• Initial Complaint

  07/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  *** set us up with this company for a second opinion on our failing furnace. I attempted to call the company 8 separate times, letting it ring for several minutes, with no response. I then get a call from "no caller ID" which was clearly an *** rep saying they were Fast Response. When I said i was in the middle of something and would call right back, they became flustered and said that they needed to call me. I then tried the Fast Response number several more times with no response. Shortly after, I saw on the *** website that I had scheduled an appt with Fast response for the morning of that day. The window they were supposed to be here had long past by the time the appt was even scheduled and I had never spoke with someone to schedule any appointment. When I tried to resolve it with ***, they stated Fast Response had been to my home that morning and there was no other company I could use for the second opinion. I can say with absolute certainty these two companies are associated and that it is a complete scam.

  Business response

  07/13/2023

  Thank you for reaching out. We are experiencing higher than normal call volumes so we are using some outsourced representatives to assist with the scheduling of appointments. I do see where Paula reached out to on 7/6/2023 to offer a service visit for 7/7/2023 and after listening to the call I hear where she offered to give you a call back and you advised no you would just call back and indicated that at the moment you were busy. 

   

  Either way though I apologize that you were unable to get through. You are welcome to reach us here at the office at ###-###-#### or you can email us at *************************.com or you can text us at ***********L. You can also fill out a contact form on our website at *************************** or you can reach us toll free at ###-###-####. Lastly you can reach us through any of our social sites such as Facebook, Instagram or Twitter as well.

   

  Any method of contact you prefer we're happy to utilize it in order to provide the best service possible to our homeowners. We are always here to assist and although we do contract with *** we are a seperate entity. We are a local company loacted in the heart of Grove City. Family owned and operated since the 90's. If you prefer I would be happy to call/email/text you as well just let us know.

   

  Again we thank you for your time and sincerely apologize for the inconvenience. We look forward to assisting you with all your home comfort needs. Thank you.

  Customer response

  07/21/2023

  I accept the business's response to resolve this complaint.
  Regards,
  ********* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩