ComplaintsforRescue Your Air & Drain

• Initial Complaint

  06/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I used this service because of my warranty company American Home Shield, my upstairs AC unit wasn't working and the contractor (Rescue Your Air & Drain) was consulted on 5/10 and the AC unit was fixed on 5/24 of this year. Initially the contractor had reported to me that the replacement of the AC Unit would not be covered by my warranty, he gave me different payment options and I chose one and paid the amount of $7941. My Warranty company gave me an annual courtesy call, I told them that I was displeased that they did not cover my AC Repair, the customer service rep I spoke with informed me that they warranty I had did cover AC repair/replacement. I inquired further with the contractor and he told me that "His people spoke with their people and they said it wouldn't be covered" I called the warranty company back and asked them for clarification, the customer service rep I spoke with reviewed my account and informed me that there was no information in their system or denied claim for my AC Repair, the Rep stated that the contractor should have submitted a diagnosis for the warranty claims department to review and then make a decision on coverage, the Warranty Company Rep informed me that there was no diagnosis submitted and that they had no record of me needing AC replacement. The warranty company said that they would investigate but that I need to get an invoice and a recorded diagnosis for them so they can review and possibly reimburse me for what was supposed to be covered, I have reached out multiple times and no one from Rescue Your Air & Drain has given me a response back in regards to this, I need assistance to get the invoice and documented diagnosis for why my AC needed repair and why it wouldn't be covered by my warranty. Thank you for your time.

  Business response

  06/23/2022

  The technician on the job could not access the blower motor in the air handler (which was under his home warranty claim).  The motor would be covered if access was available because of the roofline.  The owner said they wanted to go ahead and replace the system because they have renters.  So the system was replaced.  The home warranty company will only replace a failed part.  In this case was the motor.  The customer always has the option to upgrade and in this situation did.

  Customer response

  06/23/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  This still does not get me the invoice and breakdown of parts and service by cost that I asked for. This still does not explain why my warranty company has no record of a diagnosis and why the technician would not have filed one as is required by the warranty company to determine whether the service is covered.
  Sincerely,
  
  ******** ******

  Business response

  06/23/2022

  Thanks  In regards to the techs diagnosis   There is one submitted.  I see one was submitted earlier, but I made sure it was done again.  As for your invoice; I am happy to mail you a copy of an invoice (please provide email for me to do so).  There is not a breakdown; our of our install pricing is based on Callahan and Roach Southeast Pricing.  Outside of that, I am happy to have our GM give you a call to discuss your concerns.

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