Founded 2004 • With Angi since November 2005
Service Provider Response
[member name removed], We responded to your request and came to the property to make a diagnosis. The drain line was cracked/broken and needed replacement. It is rare we use extensions ladders in residential AC Service business, and when they are needed for repair it is usually a return call. In your case we looked at the work and provided a quote to completely repair the condensate line from the eave of your home to the ground preventing staining and damage to the exterior of your home. This was 20' in the air and would require the technician to be there for about 2 hours to do the work for you properly. The materials would have obtainable for $5.00 as you stated. It is unfortunate you feel we were charging you for another diagnosis etc. as we accounted for this in the price we quoted to you over the phone after we assessed what needed to be done at your home. If we are guilty of anything it is attempting to completely and professionally make a repair so it doesn't cause issues down the road and stain the side of your home. Lastly, to say we were dishonest is a particularly strong word for the company and the people who provide professional service to you an other customers in the area. If you didn't want us to make the repair that is fine but to make an accusation we were basically "stealing" from you is a reflection upon your character not ours. We work hard every day to service our customers and have been to your properties on other service calls without a complaint. You can always get things done cheaper but not always done correctly.Service Provider Response
[member name removed], The failures at your home were all different parts and it was in one of the coldest parts of the season weather wise. What you didn't mention is the failures were all repaired and each time we installed the parts the furnace checked out and operated fine. Then another failure occurred. With older equipment like your furnace this is common. Where once the equipment is started up and checked out other parts down the line fail. Because you have a warranty company you only paid for the service fee for the repairs. Also the parts you needed were all OEM parts and had to come from the factory which delayed the repairs. Through all of the repairs and the parts we made you were only charged a single service fee. Not bad for the number of failures and parts which had to be replaced. We never refused to service or delayed your service to correct the issues. We are sorry you felt like you didn't receive the service you deserved but we responded in a timely fashion to schedule, order parts and install them in every case. Thinking your review is a bit one sided. Dan Mills - Partner Accent Comfort ServicesService Provider Response
[Member Name], It is unfortunate that the information couldn't be processed immediately for you. The situation involves calling in the claim to the warranty company and awaiting them to make the determination if the repair is covered. Accent cannot make any repairs until they give us the ok. In your case they determined it wouldn't be covered by your contract with them. Unfortunately, we have to follow their rules in terms of approval and wait times. This is a bit of a drawback with warranty company work which consumers like you aren't told about. The contractor who comes to your home can't make the/any repairs until they get approval from the warranty company. Sincerely, Dan Mills - PartnerService Provider Response
We responded to your request for service and diagnosed a failed part. The type of equipment you have in your home required a part to be special ordered in as no one in the area had the part in stock. We realize it was quite cold during this period of time but we couldn't expedite the part through the warranty company for any earlier time for installation. Our policy is we call customers to alert them to the part status and planned installation date. I can't verify if your were called or called us as stated in your response. However we did order and plan to schedule the part for installation and were told you contacted another company and cancelled the order and installation. Also the cold snap we had this winter had service companies at peak demand and we were trying to provide repairs to as many as we could to get them heat. We couldn't install a non OEM part on this unit as it would have potentially put your family in a life safety situation. We trust the other company that serviced you replaced it with the proper OEM part as designed and specified by the manufacturer. Respectfully - Dan Mills PartnerService Provider Response
[Member name removed] review is inaccurate and technically incorrect. An electronic sniffer is used on calls where we suspect (based upon readings from the gauges which are designed to do this) a refrigerant leak. I we "opened valves" the refrigerant would escape in a matter of minutes as it is under pressure within the system. If the technician is working with a customer and their is a dispute or verbal challenge to them we ask them to leave the premises so as not to get into a conflict on someones property. This is what happened on this job and explains why there was no signed service order and we invoiced for the services provided from the office. The technicians deserve respect and basic human dignity when they are trying to work for customers. Dan Mills - Partner - Accent Comfort Services.Service Provider Response
Mr. [Member Name], The original repair was to try to seal the refrigerant leak in the system to provide the repair in the most economical way for you the customer. When you called back in we responded and after we inspected the unit found the coil had failures in it and it was better to replace your entire gas package unit. This unit is a $6,000.00 system for your home. We called to set the appointment and you delayed the first call because you wanted to be home when the tech was at your home. The original call was set up at 10am and delayed until 3:30. We processed the claim the next day and had permits from the county pulled as well. We indeed did delay the start of the installation due to a vehicle issue our fault. But we also stayed until after 7pm completing the installation so you would have comfort by the nights end. The inspection did fail for an improper breaker but after we spoke to the inspector he admitted he made an error and passed the installation. To assert this was a shoddy installation is not accurate. The only item in question for the failure was the breaker and it was incorrectly identified by the inspector and passed on the spot. It did take longer than expected to get the unit installed for your family but in the heat of summer standard lead times for a full system are in excess of 1 week. Dan Mills Partner Accent Comfort ServicesService Provider Response
[member name removed], Your record of the water heater replacement and the time line is a bit off. Accent received the service call on 6/25/13 and ran the call the next day. We called the unit in for replacement authorization to your warranty company on the same day as service 6/26/13. The warranty company authorized the repairs and you approved the out of pocket costs on 6/27/13. On that same day we advised you to turn the water off to the unit to prevent any secondary damage and you refused to do so. The equipment is supplied by the warranty company and we cannot pick it up unless it is available at the supplier they choose. Even though they say the equipment is "ordered" that means they have requested the equipment to be made available to us. It was not in stock. As soon as we determined we could get the equipment the installation was scheduled. It was installed on 7/5/13. The installation was delayed but not by Accent. We have to have the equipment available for pick up not just ordered to schedule the installation. We are sorry about the delay in service as the usual time frame is 2-3 days average. Dan Mills - Partner Accent Comfort ServicesAngi Certified
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Angi Certified
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Angi Certified
At HotCo The Hot Water Heater Company, we pride our company on reliability, great communication, integrity, and quality work. We strongly believe in giving our absolute best in all the work we perform. We are experts and will always keep you educated about the work process. We look forward to earning your business. Call or click to schedule a free estimate today.