ComplaintsforService Call Pros

• Initial Complaint

  12/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Emory came into my home to fix my dryer heating element after the first company referred him he asked me if I had the manual I told him yes it's in my basement he asked me to text it to him instead of jus waiting. He then told me the wait would be even longer at this point it's already been a month. At that point I told him I was not happy about him being here all of five minutes and accomplished nothing and he told me that he didn't care. I then asked him to leave.

  Business response

  12/14/2022

  The customers model number is not visible on their dryer.  I told the customer in order to order the heating element for their appliance they would need to produce the model and serial number in order for the home warranty company to pay me for the parts and labor.  

  
  

   She stated that her husband would be very upset with a delay and call my manager to complain.  I told her I didn't care who he called I can't do anything without a model and serial number. 

  
  

   The warranty company that holds their policy has denied their claim and the previous service company in out network has also refused to return to their property.  

   

  You can see the washer has a model and serial number at the bottom of the opening.  The dryer sticker is missing.  There is a rectangle outline where it was.  At this point it is the sole responsibility of the policy holder to supply the necessary information.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  So my warranty company send this contractor out to my home to fix our furnace, I was initially scheduled for service on 7th October an hour before my appointment time I was told that they were unable to obtain the part and they will notify me once the get the part, I can understand things happen so I waited patiently and was advised by my warranty company that the contractor will arrive on 17 October, minutes after the contractor send me in route notification I received a text that they ordered the wrong part and will need to reschedule for October 19th. Finally the technician arrived today installed the fuel motor and when finished I had questions regarding the issue the technician started getting aggressive and threatened me and wanted me to come outside, mind you he is in my house on my property. I will also be filing a complaint with department of state to have his license revoked as others been having similar concerns.

• Initial Complaint

  08/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I didn't get the Service Call Pro tech's name but he and his female partner were referred by ****** Home Warranty. Saturday, 7/2/22 - 1st Call, SCP Technician said the unit had a tiny crack, that would hold coolant for years, and it only had 20% left. He charged $500 to add more, plus the $75 check payment for coming out.I cash apped his partner the $500.His services are good for 45 days. If not fixed, he will come back out with no further payment needed.Sunday, 7/3/22 - I called and texted him that my house temperature was reading 81 degrees when I had it set for 71 degrees all night and it had never stopped running. Monday, 7/4/22, He and his partner arrived and shut off HVAC saying it was frozen so let it thaw a few hours and it will be fine.Tuesday, 7/5/22-I turned it back on about 5 hours later, went to work and when I came home, from outside my front door, I could hear a real loud noise coming from the unit like construction. I shut it off after recording it and sending it to him in a text and explained what was going on - no reply. I tried calling during the noise so he could hear it and he kept hanging up on me and sent me a text saying he will be here on Thursday 7/7 afternoon. Over several days, he never showed up, or replied to my repeated calls and texts. I could see he read my texts.The coolant line is frosted - the technician did not address air in it, yet charged $500. AC system doesn't work!****** Home Warranty *************************, ************ said he shouldn't have ever asked for the money for the coolant because the type my 30 year old unit requires is no longer manufactured. There was nothing *HW could do since I paid him. They only guarantee certification. *HW holds no responsibility for their sub contactors' work or professionalism, so go after him for my money back.I tried to go into my *HW site (Claim Number: *********) they locked me out and no one is returning my calls or emails there either when I ask for documentation.

  Business response

  08/22/2022

  We initially diagnosed the air conditioning through a home warranty claim. We discovered that it was empty of refrigerant and informed the customer of this. In most cases, this is not something covered by the warranty, so she chose to pay out of pocket to have the system charged.
  
  Due to the system being so low on refrigerant it was freezing up causing the duct work to come loose. When the tech was on site the second time the system was defrosting and there was nothing that could be done at that time. We informed the customer that she would need to continue to let the unit defrost and submit a new claim for the duct work. We did not charge her to fix the unit or the duct work. The $500 was solely to recharge the unit with refrigerant. We have pictures that show the unit was empty of refrigerant and not running, as well as pictures of the unit once recharged and running.
  
  We also informed her that the system would be noisy until the duct work is put back together properly. The warranty company did not approve her claim, at which point we were not contracted to do any further repairs.
  

  
  

  Customer response

  08/23/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: the repair guy had Told me that I needed to buy the freedom and also told me there was a crack in my unit, so I said why should I pay to add more coolant if it's cracked and he assured me that was all that was needed.

  It froze up After he added the stuff and according to the company I had come out a month later after them not answering my calls, the freedom for my unit is not even manufactured any longer because the unit is old so the incorrect free on was used and made things worse.

  Also, I paid them the $75which he himself told me that gave me up to 45 days for them to come back if the problems not fixed but they just stopped communicating with me after the 2nd day.

  I think they knew that the unit was too old to be repaired and took advantage in taking my $500 for the freedom and should refund me it.
  
  Regards,
  
  *****************************

• Initial Complaint

  10/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My warrant company sent this company out to fix my AC back in February 2021. They have been out here numerous times and finally refused service to us because they said that we needed to clean our vents. We had just moved into the home so I know it wasn't the vents because we had them cleaned when we first came. Now the warranty company sent out another contractor who found the problem automatically. He said that whenever a service called pros put in our new condenser outside that he did not put in the right coil on the inside unit for air handler. Now as a result if we would've turned on our heat in the winter time our system would've blown up. The warranty company told service call pros about this and they still refused to come back out to our property. And the warranty company does not want to pay the price of the other contractor so it leaves us after a year with an unfixed AC and heating unit. When in reality all our service needs is a new air handler and coil put on but service call process refusing to do the job even though they are the ones that messed it up in the first place I am currently going to bring civil litigation against them and the warranty company

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