Business ProfileforAll Star Heat and Air

All Star Heat and Air accepted a work order from a home warranty company and set up an appointment for Friday 13 Jul22. The work order stated that the unit was not cooling and that the fan was not engaging..The technician showed up and turned on the unit. The fan had been turned off for several days and it took a while for the bearing to act up. The technician said he only had 45 minutes and that all I had to do was to submit a video and they would use that as proof to get it replaced. I took a video that night and sent it to the company phone number. After a full summer weekend of 100 degree weather, I called the owner on Monday morning. The owner said he would not be continuing with the repair and that he was severing ties with the warranty company. Being in the construction industry, I understand all about disputes, but All Star had an agreement with the warranty company, accepted the Work Order and then refused to continue service at my house, Please keep in mind that even though there was a dispute with the warranty company, All Star will have to answer to the customers within this community. Local customers remember local companies and how they are treated. With 100 plus degree weather forecasted this week, I still have no path forward for this repair.

All Star Heat & Air, did in fact agree to go to this homeowner's property and diagnose one of his three, AC units, for First American Home Warranty Company.
After receiving the work order, we set an appointment with the homeowner, we were on time and professional for the initial diagnosis and report to turn into FAHW.

The system was running properly when the technician was at the property.
FAHW only allows funds for an initial 45 minute diagnosis, anything beyond that requires further authorization.
They also require video proof of the failure for the homeowner to get approved. This was communicated to the homeowner.
We advised the homeowner that it would expedite the process if he could provide video proof of the failure if it occurred again.

Within the next 24 hours, we did decide to no longer accept calls from FAHW.
The homeowner submitted two new work orders after this decision was made, one on the unit in question and one on an additional unit not on the original work order. As soon as we received the new work order we communicated with him to let him know we were no longer taking work from his warranty company. All Star Heat & Air never entered into an agreement with Mr. H***** for repairs, nor accepted or received any payments from him.

Mr. H***** does have a path forward, he communicated to us that his warranty company has agreed to allow him to hire any other HVAC company and they will reimburse him. He eluded to the fact he didn't trust the warranty company to reimburse him.

He then asked us if we were willing to service all of his AC units outside of the warranty company, we told him in plain english, "no" that we did not want the job, mostly due to technician availability. He then advised that he would be turning in the BBB complaint.
Its very unfortunate that you get a bad review from a homeowner you chose not to work for.
Although we will use this situation as a training tool to avoid these situations in the future.

All Star Heat & Air
Chuck G*****

A path forward was provided on 18JUL22, three HOT days later, after the warranty company was cleaning up the aftermath! The warranty company offered for me to hire my own company and in desperation I asked All Star if they would do it. The reason for refusal was that the owner did not want the warranty company to find out that he worked for me directly and would not work for them. Payment from FAHW was never an issue, I hired ********* the next day and all my issues were resolved within 2 hours. FAHW has already cut me a check in full.