Business ProfileforAir Quality Analysts

My furnace was not keeping my home warm. So I called and put in another claim for someone to come out. A service tech was sent out on Thursday February 15th to look at the problem. The technician was at my house for about an hour and did not know what was happening with the furnace. The owner ***** of Air Quality Analysts called me to tell me that there was a problem with the duct system and that there were pieces of the ducts missing. He told me that on Monday February 19th he would come out to look at it himself, so we can figure out how to fix it, but he was sure the warranty wouldn't cover it because it is a pre-existing problem. He also told me that over the weekend he would give me a call to let me know when he would be able to come to the house. I did not receive a phone call. On Monday morning I called him to see when he was going to come and he told me that they were very busy and he would call me in a few hours to let me know when he would be able to come. He did not call me. I waited a few days because I understand that companies are busy. I called him again on Thursday to follow up.He told me to keep monitoring the system and let him know of any changes and he would come first thing on Saturday the 24th. I never received a call from him. I called him on Saturday and he told me again to keep monitoring the system, and that he wouldn't make any more money to come out but he would come out because he told me he would. This is the last time that I spoke to him. I was frustrated so I called a local place to come look at it. The local place did many diagnostic tests and said that the computer board needs to be replaced because it is not communicating properly with the furnace. They said that it was not a duct issue. The lack of follow through and business practice is unacceptable. I was not taken seriously, and brushed off.  

First thing is this person is not OUR customer. She is a customer of a home warranty that we do work for. We were given a work order to go out and assess her problem with her HVAC system and to report back to the home warranty. After assessing the issue with her system we responded back to the home warranty company. Their decision was to deny the claim for the customer so we were not allowed to perform any future service for the customer. This was NOT our decision. Customer was not happy about denial but again it was NOT our decision to deny. We informed the customer of this but told her we would try and help her get to the bottom of her problem which is much more complicated than she claims it to be no matter what she says she had done by a company outside of her home warranty coverage. Although we tried to help the customer at NO ADDITIONAL COST to her, the weather changed dramatically and got much warmer over the next week or so [ her problems with the system only happen when the weather is very cold outside]. We told the customer to keep an eye on it and contact us when the weather gets much colder and the problem reoccurs. We lost contact with the home warranty customer. She should have contacted her home warranty and disputed their decision to deny her claim and she may have gotten some satisfaction and further service. We are governed by the home warranty and not the customer.