Complaints

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• Initial Complaint

  Date:10/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Facts:- On 8/21/23 **************** (based in *********, **) was replacing the air conditioning system at **************************************************************************. In the process of doing that they discovered that the furnace was not on its own electrical circuit. - At the same time, 2 outlets in the house were not working, fact that my tentants conveyed to Ultimate Comfort's tecnicians while they were working on the air conditioning system..- I asked Ultimate Comfort to contact an electrician so they could provide the details of what their technicians found so the electrician could troubleshoot the electrical issue and provide an estimate for the repair.- Ultimate Comfort reached out to Falcon Services and Falcon Services sent a crew to the house but, instead of troubleshooting the furnace's electrical connection, they replaced the 2 outlets that were not working and sent me an invoice for $975.- Neither Ultimate Comfort or myself ever authorized any work to be done beyond providing an estimate for the repairs.- I repeatedly requested from Falcon Services proof of the authorization (from either myself or Ultimate Comfort) to do the work that they invoiced but I never got any response (because nobody authorized them to do any work). Their only action was to reduce the amount invoiced by $146.- On October 13, Falcon Services initiated the collections process.- On October 22 I paid the invoice and I'm submitting this complaint as my first course of action to recover the $829 paid.- Seeing how this company is trying to take advantage of customers is truly disgusting and I'm willing to do whatever it takes to make sure that other potential targets become aware of my experience before they engage in any relationship with Falcon Services

  Business Response

  Date: 11/07/2023

  We were contacted by ***** with Ultimate Comfort, letting us know that there was a power failure at the residence that he was working at. He let us know that he had been in contact and gotten approval from the owner for us to go out there and get the power back on to the affected areas.
  When we arrived, we found the residents were distraught that there was no power to their rooms. ***** were some makeshift temporary extension cords going from room to room to power their equipment. 
  We began to assess the situation and do a troubleshoot of the work that was to be taken care of. ***** was some temporary power hooked up for the furnace to at least keep them warm. We looked at trying to figure out where the breaks in the electrical lines were so that we could restore power to their rooms and furnace. We were opening up devices and were down in the crawlspace looking for potential hazards and power point failures. We were able to resolve that and get some power back on for the residents. The residents were happy that they could get back into their rooms and they wanted us to leave so that they could have their rooms back to themselves. 
  We were able to get the power back on, but there's still additional work in order to meet minimum standards that need to be taken care of at this house. We cannot go back until we get approval to continue to do the work that is necessary to meet those minimum standards. The power failure started because of wear and tear with this older home and older devices as well as multiple units and power being used to overload the electrical system for the home. It was difficult to assess the multiple failures of the electrical system because of the many splices and junctions that were present and because of the residents furniture that was in our way. 
  Since the home is now being used as a care facility instead of a single family residence and 
  for the safety of the those that are living there, we hoped that the owner would approve the work so that we may go back and run some circuits so that they don't have these issues in the future.
  We stand by the charges and that there is still additional work that needs to get done. We never wouldve gone out to do this service if we knew we didn't have approval to fix the issues. 
  
  

  Customer Answer

  Date: 11/07/2023

   
  Complaint: 20768108
  
  I am rejecting this response because:

  - It's simply not true that there was no power to any rooms. There were 2 outlets not working, that's it.

  - If you can show the approval to fix the 2 outlets for $975 from either myself or Ultimate Comfort I'll be happy to drop this complain and any further actions. I've requested multiple times a copy of the approval and never got it. But my offer stands, if you can show an approval I won't take any further action.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 11/22/2023

  We spoke to ***** at Ultimate Comfort who has said that there were 3 people on a phone conversation with you when discussing the electrical issue and you said, to go ahead and get us out there and get it taken care of. 

   You gave verbal authorization to get the work taken care of and they will attest to that.

   

  Customer Answer

  Date: 12/02/2023

   
  Complaint: 20768108
  
  I am rejecting this response because:

  - Once again you are lying. If what you are saying is true, please provide any evidence that I approved you to do work for a total of $975 and I'll drop this complaint anbd any further action.
  
  Sincerely,
  
  *********************

  Customer Answer

  Date: 03/12/2024

  Yes, please, update the status to resolved.
  Thank you,
  *********************