Business ProfileforFirst Choice Heating & Air Conditioning

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>&#***;Pg.1&#***;4-23-2024&#***;To the H333735363534353136**H: the following is a complaint filed against H37313735343631**36H H33**3332383838343036H H32**34333031303236**H and Air of Lubbock, Tx. for the events that happened when American Home Shield contracted with H37313735343631**36H H33**3332383838343036H H32**34333031303236**H and Air to repair the fan in our furnace on March 14, 2024. The dates and times are accurate to the events as they occurred.&#***;Abbreviations:&#***;&#***;&#***;---dsa; ******************#***;&#***;&#***;---FC; H37313735343631**36H H33**3332383838343036H H32**34333031303236**H and Air&#***;&#***;&#***;&#***;&#***;---htr.; heater&#***;---HS; American Home Shield&#***;&#***;&#***;---mtr; motor&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;---pics.; pictures&#***;&#***;&#***;&#***;&#***;&#***;---retd.; returned&#***;&#***;&#***;&#***;History:&#***;&#***;&#***;3-14-2024: Fan making noise, was turned off and called Home Shield.&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;3-18: HS employee ***** showed up at house but dsa had left for work @2:30, ***** called and would return Tuesday.&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;3-19: Tues. ***** retd. (when he started to climb the stairs to gain entry into the attic he broke the bottom part of the stairs). He was able to climb the stairs with the use of a step ladder and then got the mtr. model numbers he needed.&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;&#***;3-20: Wed., ***** retd. with ***...removed cage and removed old mtr. and installed new mtr. into cage. dsa had to leave for work and ***** and ****#***;re-installed fan cage and mtr. back onto furnace, had ******* (spouse) turn on the heater and once fan was running left the residence.&#***;&#***;3-21: Thurs., after texting *****, he briefly retd. and planned to rewire the circuit board to slow down mt. speed (dsa was told mtr. was a 2 speed mtr.), but&#***;upon opening unit there was no board to re-wire and decided return on Mon. with someone who could re-wire the mtr. to a slower speed to reduce the shaking and vibrating.&#***;&#***;3-25: Mon., @9:11 texted ***** to see if he would be able to return to fix severely vibrating mtr., @ 11:34 resent same question to *****...his reply was he was in a meeting and would check scheduling and did not respond.&#***;&#***;3-27: Wed. 4:15 AM, fan mtr. dislodged from side of cage and made a terrible noise with extreme shaking of the entire unit and unit was shut off. This was a result of what could be expected to occur due to misalignment of mtr. to fan assembly and a repair that was not completed which dsa tried to prevent when mtr. was installed incorrectly. ---from 3-20 to 3-26 fan worked incorrectly only 6 days before one bolt loosened enough to fall off and throw fan cage out of ******.&#***;&#***;&#***;3-27: Wed. @ 9:13, called *****, call went to voice mail. Had not heard from ***** since Mon. (3-25) 2 days prior and @9:17 AM texted ***** to see if he would be returning to finish his job and repair the damage caused by him not balancing the mtr. to the fan assembly.&#***;&#***;&#***; After texting the above message to *****, I called him on the land line, he answered phone and after explaining to him what happened @ 4:15 AM, he simply said that he had done his job in that he installed the mtr. and hung up the phone.&#***;&#***;3-27: ********************* @9:30 and call went to voice mail...again I used land line and Mark ********** manager?) answered and I explained all that happened with fan that AM...he said that he would check with dispatch to find an available tech. I then searched FC website and called ****** (field operations?) about all that transpired with mtr. and unit...he said that he would try to get a tech out if available. Did not ever hear from ****.&#***;3-28: Thursday: ****** called that AM that ********** would be out between 11:30 and noon. *** showed up and was told all about the above and he checked unit out and took pics and left @12:45. He did not say the part was not available but that he should be able to find the fan cage assembly. (mtr. is held to the side of the fan cage by 3 bolts and after a week of the mtr. vibrating constantly while running and when in cool down cycle the vibration would noticeably increase and one bolt became detached due to the vibration the past week. It was inevitable that excessive vibration would affect the weakest part from not being properly balanced causing a bolt to loosen and become dislodged and throwing the fan completely out of balance when it did.&#***;&#***;&#***;4-1-2024: @2:06 dsa contacted ****** and was told that pics and history of unit&#***;and fan repair was sent to HS and that he would call them at 16:00 and he was told to contact homeowner with what he learns from HS...he never called.&#***;&#***;&#***;4-3: dsa call with HS supervisor was told if contractor does not finish repair they would seek another contractor.&#***;&#***;&#***;4-8: dsa talked to HS supervisor ****** and he stated that HS had not received pictures from FC.&#***;&#***;In reference to HS and to the email sent by HS to the homeowner and insurance policy ********************************** (spouse of dsa).&#***;---on 3-14, HS representative stated that furnace was covered in the policy even&#***;though certain limitations were not mentioned&#***;&#***;4-3: in a call with HS supervisor who stated that if contractor does not finish repair HS would seek another contractor. If this was an option HS did not use it.&#***;&#***;&#***;4-8: In discussing with ******, the HS supervisor, he agreed with the contractors note and that they were experienced experts and would not give me the opportunity to give my side of the story.&#***;----none of the H3335**34333031353633Hs listed under Whats Next were chosen and the decision was made to call a local plumbing company to fix the problem.&#***;&#***;&#***;4-9: ***********************, H32**34333031303236**H and Air removed the fan cage and mtr. assembly and retd. to their shop to clean the fan cage and test the mtr. Mtr. was tested and did not run properly and was installed by HS running in reverse. This mtr. was not used and was replaced with a new mtr. Since the mtr. by FC was operating for a week in reverse, unbalanced, and&#***;vibrating which caused one arm out of three to become unattached from the side of the fan cage causing the fan cage to be forced out of normal&#***;operating position...may be the reason why the old mtr. did not run properly when tested.&#***;&#***;&#***;&#***;April 21, 2024&#***;Anyone who may be interested (as the H363137**3238313831H) may question if all of this is true.&#***; The answer to this question may be how was an over 3 weeks old problem was corrected in under 3 hours and for a lot less money.&#***; My reason for filing this complaint is to maybe prevent the s******* over of unsuspecting and trusting members of the public by an unprincipled and greedy contractor who would be dishonest and lie about what they did and perhaps coerce someone into purchasing something that was not needed in the H3230343835**3632H place at a greater expense. And dsa did see some reviews on the internet of this contractors work history in 2023. Even though the 6 year old company is not accredited with the H363137**3238313831H it has a C rating and not accredited with the H363137**3238313831H.&#***;To the H363137**3238313831H, thanks in advance for allowing me to discuss all that happened with H37313735343631**36H H33**3332383838343036H H32**34333031303236**H and Air.&#***;Sincerely,&#***;&#***;******************#***;**************************************************************#***;Cell ************: ************&#***;4-5: below is the email sent by HS to homeowner:&#***;&#***;4-5-24: Hi *******,&#***;&#***;&#***;&#***;Weve got some good news! We received the diagnosis of your Central H32**34333031303236**H & A/C System from H313735303431313434**H H373535373235**3032H HEATING & AIR H313331**323433333037H, and your Service Request has been approved, but are subject to certain limitations. As explained in your Plan Agreement, there are certain parts and services that are not covered, but may be necessary to complete the repair of your Central H32**34333031303236**H & A/C System. To review these non-covered items, why they arent covered, and the associated non-covered cost estimate, please click the button immediately below for detailed information.&#***;&#***;Detailed information:&#***;&#***;Replace&#***;&#***;Replace Gas Furnace&#***;&#***;Failure Reason&#***;&#***;Normal wear & tear&#***;&#***;Contractor Note&#***;&#***;Wheel assemebly that hold to ************ the holes for the bolts are strip and will not hold the blower motor and causing the unit not to heat and the parts are no longer available due to N/W/T&#***;&#***;Your Estimated Costs:&#***;&#***;&#***;$1050.00*&#***;&#***;By accepting, you are acknowledging the estimated non-covered costs will be paid directly to the contractor.&#***;&#***;&#***;What&#**;s next?&#***;&#***;We&#**;re here to help you through your repair journey.&#***;&#***;--Accept estimated non-covered repair costs&#***;&#***;--Call the contractor to schedule follow up visit&#***;&#***;--Pay non-covered costs directly to contractor, $1,050.00&#***;&#***;&#***;&#***;My response to the contractors note:&#***;&#***;In response to the contractors note, the stripping of the one bolt and not 3 (********** was not observed checking if the other 2 bolts were loose or stripped) from the side of the cage is due to not balancing the mtr.to the fan cage assembly in the H3230343835**3632H place initially which resulted in excessive vibration from the time the mtr. was installed till when the bolt dropped out six (6) days later causing the fan to shut down within the cage assembly. The H3331**383530373236H unit of the furnace works since the power has been disconnected to prevent the operation of the fan.&#***; AND dsa disputed the claim that the parts are no longer available due to normal wear and tear (NWT).&#***; The one bolt that *** the technician stated was stripped became loose from its hole and after it was loosened enough fell to the bottom of the unit but was not stripped. All of which in my non-professional opinion should not and did not require replacement of the present furnace along with accompanying costs.&#***;>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>&#***;