ComplaintsforGuaranteed Services, LLC

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had filed an issue with the Home Warranty company. It was determined that the blower was the cause. The tech informed me that the pipe was illegally installed and was obstructing the passage of removing the blower. After over a month of calling the home warranty company and Guaranteed Services, LLC, it was finally communicated to me that the pipe was not covered by the Home warranty company and that a charge of $275 would be applied for the removal of the pipe. I asked if I could remove it and they agreed. I made 1 cut in the 2" pvc pipe and disconnected the fittings from the exhaust motor, which took me a total of 10 min. I asked the tech why it wasn't covered since it was a part of the unit and why such a simple fix cost so much. He refused to answer but pointed me to the Home Warranty company. After repeating the question, the tech said that he didn't have to deal with this and drove off. He left the unit undone from the previous inspection and I found that a plastic unit was broken that led to a drain. I tried calling the company to report it and have not received a call back. This is such poor customer service and unreasonable charges.

  Business response

  08/02/2023

  I sincerely apologize for the service you have received so far from our company. When your home warranty company originally denied the claim, they did not fully notate coverage for the fluepipe/removal of the pipe to access to replace the motor. Once we scheduled the appointment to come out, we noticed that the warranty company had no indicated who would be responsible for the charge to make access to the motor. Once they got the information to us, we immediately gave you a call to explain the non-covered amount. This is our pricing that we create to make the access. We as the company have the right to make our own pricing and you as the customer has the right to agree to disagree. We did state that you could make the access on your own and not be charged. Us in the office handle most communication with the customer and the technicians arrive to perform the work. The technician's do not have the knowledge like us in the office to explain charges, denials, etc. We had already explained that you did not have to pay. The technician was frustrated as he was being questioned on why items weren't covered when this was already explained and taken care of. We understand your frustration as well. We have scheduled your follow up visit for this Friday and will have a different technician out to avoid conflict. He will be replacing the motor. 

• Initial Complaint

  07/31/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called my Home Warranty company about a leak in my HVAC system due to a clogged-up drain line, which was leaking water into the garage ceiling. (The drain pan had a hole in it, and we had to stop the leak ourselves). They came out on 18th or 19th of July and told me my drain line needed to be cleared and what it would cost. I said go ahead because the home warranty does not cover cleaning. I called Guaranteed Services again for them to come back out and they said I had a leak in the evaporator coil, and they were going to call it in to the warranty, but the Warranty Company denied the claim and I had to get a second opinion. They stated there was no leak in the evaporator coil and the freon was at a good level, but they noticed the drain line was still clogged and unclogged it for me. I should not have to pay them the $195 because they did not do the job and they have not responded to my calls.

  Business response

  08/02/2023

  On 7/18/23 our technicians arrived at the home and found the drain line needed to be cleared and the condenser coil needed to be cleaned. Once the drain line was cleared and the condenser coil was cleaned, the system was operating at that time. A recall was placed with your home warranty company, and we serviced the system again on 7/20/23. Our technicians found a hole in the drain pan and a leak in the evaporator coil. This was tested with gages to test the freon level. The freon level was low indicating a leak. The warranty company stated they would not cover the replacement of the drain pan and they denied the claim on their side. Once a claim is denied, we no longer have authorization to service the system. There is nothing on the invoice from the second opinion company indicating they cleared the drain line. The second opinion only stated that they found a hole in the drain pan. I do not have record that you called into our company and couldn't reach us. No voicemails were received either. Our main office line is 864-********. We cannot refund the $195 as we did clear your drain line. 

  Customer response

  08/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  I did call and I left a message on the voicemail. I called the number that was on the invoice given to me.
  
  Regards,
  
  ********* *****

  Business response

  08/08/2023

  A refund check has been issued of $195 and will be sent via usps tomorrow 8/9/23.

  Customer response

  08/09/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* *****

• Initial Complaint

  07/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had an appointment scheduled with this company through my home warranty. On 6/30/23, I received an appointment scheduled for 7/5, then the appointment was rescheduled on 7/3 to 7/7. I immediately called the company and left a voicemail regarding the appointment. Today 7/6, at 11:18pm I received another text message stating my appointment has been rescheduled again to 7/11. That will be 11 days without air conditioning. This is unacceptable. No one has called me back from the voicemail I left on 7/3/23 and they continue to reschedule my appointment via text message. I need some assistance with getting my air conditioner fixed.

  Business response

  07/19/2023

  Ms. *****, we are so sorry to hear that you were not pleased with your service. We understand your concern regarding the initial service appointment set. We are very short staffed this summer and are trying our best to get to each customer as quickly as possible. We are using a new routing system and attempting to schedule each customer as efficiently as possible so that our technicians can service the max number of customers, they possibly can each day. Once we serviced your home on 7/11/23, we found that your evaporator coil was leaking and immediately submitted your report to ***** ******** **** ******** to make this process move quickly and efficiently for you. Once we reviewed your options, you had decided to move forward with replacing/upgrading your system through our company. This system was installed yesterday. I have not heard from you since yesterday after the installation, so I am hoping everything is operating properly and you are enjoying it! We thank you so much for your business and please reach out to Diana with any questions or concerns. I hope we can get this issue resolved for you. 

   

  -Diana; Office Manager

  Guaranteed Services LLC

  ************

*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. ↩