ComplaintsforExpert Services, LLC

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Air Conditioner needing repair.

   Mr. ** ****** of Expert Services was contacted regarding a ***** air conditioner that had quit cooling this month after it was placed just short of three years ago in 2020. I reached out to Mr. ****** for repair because he was the technician who placed the unit. When I first met him, he presented himself as a respectful and knowledgeable person. Little did I know these attributes were false. After contacting Mr. ******, he agreed to come out and inspect the air conditioning unit with a service charge. When the inspection was completed, he diagnosed the problem as the air conditioning unit freon needed replacement. He then estimated the charge for the service would be over a thousand dollars and to contact him when I am ready to proceed with servicing the unit.
  My intuition did not feel right regarding his diagnosis since the ***** unit was only three years old. So, I decided to obtain a second opinion through my home warranty insurance company. A certified technician who was sent out by the warranty company stated the air conditioning unit had a failed compressor. The technician then contacted the manufacturer (*****). The manufacturer told the technician that the air conditioning unit was still under warranty and that the items needed for repair could be ordered at no cost or a replacement of the unit could ensue. The technician then advised me to contact Mr. ****** at Expert Services to see if he would replace the compressor since the parts are covered.
  I agreed and then reached out to Mr. ****** to tell him what had happened. He was very rude and stated, “Well if the technician knows what the problem is then let him fix it.” He also stated that he was on vacation and would not be back until the following week. I told him that I would rather for him to take a second look at it because mistakes could happen. He agreed. While waiting for Mr. ****** to return from vacation, I bought two window air conditioning units to try to cool some of the rooms in a house of roughly 2800 square feet in record temperatures for two weeks. While he was out of town, I decided to reach out to Expert Services for another technician to inspect the air conditioning unit until he returns. I spoke with the secretary who stated she would pass the information to an on-call technician but there was not a response from any technician even though several contact attempts were made.
  Mr. ****** finally made it to my home to inspect the air conditioning unit after he returned from vacation. He stated that the compressor had indeed failed and that the estimate for repair would be over a thousand dollars. He told me to file it under my homeowner’s insurance stating that it was damaged in the storm that hit the area. Then said, when I was ready for replacement to contact him. I was at a loss for words because I really did not know if any of his diagnoses were correct. I was given two different diagnoses with hefty estimates for repair. Also, the diagnosis only came from the condenser and not the furnace. What if the furnace was faulty? I felt defeated as if Mr. ****** only cared about out of pocket repairs instead of the health of the unit, health conditions that my family suffer or alternative resources (hotel) that I may have to use to keep my family cool.
  I decided not to give up and obtained legal assistance. Legal assistance sent a third technician to inspect the air conditioning unit and found out not only that the compressor had failed on the condenser but the furnace in the home was leaking oil. However, I am currently working with legal assistance and the manufacturer to get some clarity and issues resolved. I do not recommend Expert Services for any services. Sometimes you only learn through prior mistakes, and I learned from this one.
  

  

  Business response

  08/22/2023

  Good  afternoon ai am responding to this ********-***** , she call me 8/7/2023 i check over was low on refrigerant i told her needs to charge refrigerant and fix the leak will be coast between $600 to $800 , she told me not have any money at all even to pay for service call $60.00, she call me at 8/11/23 or 8/12/23 and told me someone else from different company came and told her bad compressor, i was in vacation from 8/10/23 to 8/16/23 i told her when i will be back double check for her, and i did on 8/17/23 i don.t know what was done between but they got bad compressor, we install that system in 2020  3yr ago she got warranty 10yr all parts and 1yr labor,  i told her if she not happy with us she can have any hvac company to do the work for her,.i was very nice and polite and try to help her out,but looks like not if she make complaint to BBB , AT THIS CASE SHE NEED TO FINE SOME ONE ELSE .
  Expert Service Appliance Heating & Air
  **** ******** ********** ** ***** *** ********* ** ***** ************ ************************
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Called these folks to repair my oven. Repairman came and told my wife it was the controller and told her she would have to pay $650+ for a new controller. Repairman returned a few days late and told me "I knew exactly what was wrong when I saw what model it was" He put the new controller in and the oven failed to work. While he were waiting for the oven to heat he basically destroyed the old controller to show me the "burnt wiring Traces" There were no burnt marks and the new controller was doing exactly what the old one was doing. You could hear the relays clicking calling for heat 0just like the old one was doing. No heat. He then checks the element and determines it is defective. He should have done this on the first trip. He informs me that he isn't going to charge me for the new element. I can assure you that an element is a lot cheaper than a controller. I called several times and asked for the owner or management to call me. None of my calls were returned. I finally got some guy on the phone and he said I can help you when I asked for a manager. When I explained the whole story he asked me what I wanted to do, I told him I wanted to split the difference between the cost of the controller and the new element. He got nasty and told me that wasn't going to happen because a controller was expensive. If you all can help I can email a copy of the receipt for the controller. They did not leave any paperwork when they returned with the new element.

  

  Business response

  07/27/2023

  I am the owner and head technician of Expert Services. I'm responding to the complaint filed by Mr. ******* ***** at **** ******* ** ** ********. Mr. ***** called us regarding his range's oven not working. Our technician ***** went to his home to diagnose the issue. He found the unit had a bad control board. When he turned on the bake cycle and put his voltage meter on the bake element terminals of the control board it was reading 0 voltage, meaning the control board was not sending any power to the bake element. He ordered a new control board and returned to install it. After installing the new control board, it was now sending power to the bake element with proper voltage but the element was not heating because it was bad too. He ordered the bake element and returned to install it at no additional cost to the customer despite the element costing $94.46. Approximately 3 weeks later, Mr. ***** called our office and was stating that he wanted a refund for the control board because he thought that it was possible that it had never been the issue at all and only the bake element was bad. In the industry of working on mechanical machines, there are occasions that one issue has to be repaired before being able to determine if there are any more issues. Since the control board wasn't sending any power to the element, there was no way to tell that the element was also bad until the control board was put in and the power was being sent to the element. I returned Mr. *****'s call and explained to him that the service tech that repaired his range was very knowledgeable and very honest. He always does right by our customers which is why he replaced the element for Mr. ***** at no additional cost. I told him that I could bring his old board back and reinstall it in order to prove that the board was, in fact, bad. After this conversation, he never called back to schedule an appointment to have the old board put back on. At this point, I thought this matter had been resolved. We hold on to old parts that we have taken out of appliances for 30 days in case of the rare occasion that a customer calls back like this. Because 30 days had passed and Mr. ***** hadn't scheduled, the old control board was thrown out. I am very sorry that Mr. ***** is unhappy with his repair. We stand by our work and both parts we installed for him are covered by our 3 years parts warranty and 90 days labor warranty. His range was correctly diagnosed and repaired. 
  
  
  ***** ******
  Expert Services, Appliance Heating & Air
  **** ******** ********** ** ***** *** ********* ** ***** *** ********

  Customer response

  07/27/2023

  
  Complaint: ********
  
  I am rejecting this response because: I watched the repairman crack open the housing holding the control unit. I told the gentleman on the phone I do not want a control unit on my oven with a housing that has been broken to get into it to show me some tracings that were supposedly defective. 
  
  Sincerely,
  
  ******* *****

  

  Business response

  07/28/2023

  We not planning to leave cracking panel, we want to show that control not working, cosmetic nothing to do to functional of control board (cosmetic plastic crack nothing to do to operating the control board).Why on the same day he not refuse the repair or ask the tech to put old one back and see if will be working, but waiting for 3 weeks? Sorry but that is not fair and not the right way to do it - *****

  Customer response

  08/01/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is unsatisfactory to me, but I do not have time to pursue or argue with this company. I will not be doing any future business with them nor will I be recommending them to my neighbors or anyone else for that matter.
  
  Sincerely,
  
  ******* *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩