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Complaint Details
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Initial Complaint
03/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
02/29/2024 Amount: ********* Force Home Services installed 5-Ton System with Heat pump on 3/10/2024. The system has not worked properly since 2/29/2024. Today as I file this complaint it 3/10/2024. Currently 36 degreed outside and I have no heat. I was directed to contact the Field manager directly to rectify the issue of the system constantly losing power. The resolution provided to me was "it was working when I left". I want this system removed from my home and my money fully refunded.Customer response
03/12/2024
This issue has been resolved by the company as of 3/12/2024
Thank you!!!
Initial Complaint
05/30/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I was encouraged by Force Home Services to purchase their annual maintenance plan six months ago. Up until yesterday, I had great experiences working with ******, but for reasons unknown, my 1st semi-annual maintenance was scheduled with the 20 year old ******. After Force Home Services canceled my scheduled appointments twice, ****** arrived yesterday to perform the maintenance checks. After checking my HVAC system in the attic, ****** and his Assistant went outside to clean and inspect the compressor. After 15 to 20 minutes of quietness, I assumed they were gone and walked outside with my dog. They were standing on the side of my house and ******'s Assistant was acting strange. ******* said anything so I asked what was going on. ******'s Assistant asked if I had a water hose. He walked with me to get the hose from the backyard and I went back inside. Another 20 to 25 minutes passed, and while I was in my Mom's bathroom, I heard someone open the door and walked into my house. My Mom, who's 88 with a heart condition got scared and so did I. It was ****** and his Assistant. They kept walking further in my home so they could sit and go over the inspection report. I stopped them from going any further. Force Home Services wanted to pitch and upsell services outside of the maintenance agreement. I declined all services including the capacitor ****** insisted I buy. He didn't know that the capacitor was replaced last year as a courtesy from the original seller. I felt uncomfortable from the violation of opening my door without an invite or a knock, that when he asked to sit again, I told him I didn't have chairs. They left and came back to my home to tell me that they forgot to turn the power back on from the breaker and wanted access to my garage. Today, less than 24 hours later, my A/C has stopped working and I can't get after-hours to call.
Business response
06/05/2023
I am surprised by this complaint as it was submitted before we had an opportunity to respond to her first phone call.
Her first call to our office came in at 12:59 am on 5/28. She got our answering service and before she could even explain her problem she had threatened to contact an attorney and call the ****** Police. We returned her call at 7:05 am that same morning. Had our on call technician on the job by noon that same day. **, the on-call technician found the capacitor that ******* had diagnosed as failing had fallen further out of range. ******* diagnosed the capacitor out of range on his initial call 5/26. See attached picture of multimeter reading of 36mfd on a capacitor rated at 70mfd +/- 6%. See attached pic of **'s reading on 5/28 of 27mfd. ** attempted to charge the customer for the new capacitor but they refused to pay as they felt it was our fault that it failed even though we had diagnosed it on the prior visit. We ultimately gave the capacitor and its installation to the customer at no charge.
In regard to entering her home without permission. Both technicians agreed that they had established permission to access both inside and outside the home when they arrived as it would be necessary to perform the requested maintenance. Both agreed that when they finished up with outdoor unit they knocked before attempting to re-enter the home. They did in fact ask to sit down to discuss their findings which is the norm for our technicians who are required to inform the customer of all their options. In this case it was recommended on the estimate that was emailed to the customer that they replace the failing capacitor and a second option was given to upgrade the electrical starting system with a new Turbo cap and a hard start kit. ******* was merely trying to educate the customer on these options and the reasoning behind them. Customer said she had no chairs for them to sit in and declined the repairs.
We have given the customer a full refund of their maintenance membership dues. Replaced their failed capacitor at no charge. Sent them pictures associated with the maintenance and the capacitor failure, and the license number they requested is on the no-charge invoice they received.
Business response
06/05/2023
I am surprised by this complaint as it was submitted before we had an opportunity to respond to her first phone call.
Her first call to our office came in at 12:59 am on 5/28. She got our answering service and before she could even explain her problem she had threatened to contact an attorney and call the ****** Police. We returned her call at 7:05 am that same morning. Had our on call technician on the job by noon that same day. **, the on-call technician found the capacitor that ******* had diagnosed as failing had fallen further out of range. ******* diagnosed the capacitor out of range on his initial call 5/26. See attached picture of multimeter reading of 36mfd on a capacitor rated at 70mfd +/- 6%. See attached pic of **'s reading on 5/28 of 27mfd. ** attempted to charge the customer for the new capacitor but they refused to pay as they felt it was our fault that it failed even though we had diagnosed it on the prior visit. We ultimately gave the capacitor and its installation to the customer at no charge.
In regard to entering her home without permission. Both technicians agreed that they had established permission to access both inside and outside the home when they arrived as it would be necessary to perform the requested maintenance. Both agreed that when they finished up with outdoor unit they knocked before attempting to re-enter the home. They did in fact ask to sit down to discuss their findings which is the norm for our technicians who are required to inform the customer of all their options. In this case it was recommended on the estimate that was emailed to the customer that they replace the failing capacitor and a second option was given to upgrade the electrical starting system with a new Turbo cap and a hard start kit. ******* was merely trying to educate the customer on these options and the reasoning behind them. Customer said she had no chairs for them to sit in and declined the repairs.
We have given the customer a full refund of their maintenance membership dues. Replaced their failed capacitor at no charge. Sent them pictures associated with the maintenance and the capacitor failure, and the license number they requested is on the no-charge invoice they received.
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