ComplaintsforEMS Home Services

• Initial Complaint

  08/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  tens of hours on hold and almost begging and pleading for a response. Wasted time, time away from work, lost vacation time and frustration caused by lack of any committment and empathy for the consumer. 28 days with no AC in July in 90+ degrees. $1290 out of pocket for items not clear what they serve and no explanation offered. Installation of faulty equipment that could still could have caused long term damage to the unit overworking non-stop to cool off the house.

  

  Business response

  08/17/2021

  This job is complete, we replaced the Evap coil and the *** Valve. The call came in on 7/7/2021, and we found that the the Evap coil was leaking and need to be replaced. We reported back to their home warranty and we have to wait on authos, we received the autho and ordered the parts needed. We tried to schedule the repair and the customer stated that they were out of town. We were not able to make this repair until 7/30/2021, becuase the customer was out of town a week or more. 

  Customer response

  08/17/2021

  Complaint: 15735111
  
  I am rejecting this response because: I received a call from the vendor on July 20th saying that the service will not happen till the following week. We decided to go out of town based on that call so we not stay in 95+ degree house. While on the road the following day, another agent calls to schedule the service for the 22nd. I asked them to reschedule for the 23rd or 24th instead to give time to turn around and cancel reservations, they said theyd call back later that day to confirm. I chased them for a week daily after that to no avail. Finally the scheduled after escalation through home warranty account manager to get scheduled. Once installed on the 30th, it fid work as expect it due to faulty parts and was not fixed until the following week on August 6th. I have the text calls to back my story. 
  
  Regards,
  
  *************************

• Initial Complaint

  08/05/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 21st my home warranty company sent out EMS home services to look at and repair my air conditioner. They were only there for about 15 minutes and claimed to patch some leak outside and put 2 pounds of Freon into my system. As soon as they left the ac stopped blowing cold air completely. I called them and told them to come fix the problem, they came back two days later and claimed I had a leak in my evaporator coil. I didnt believe them so I hired my own company to take a look and found out they put the wrong type of Freon in my system and messed it up completely.

  

  Business response

  08/17/2021

  Received this call from First American Home Warranty on 7/20/2021. On the intal call we found their system low on R22 Freon. Per the home warranty rules, we first have to add freon and leak seal. If this does not stop the system from leaking out we would have to perform a leak search. The customer was advised on this and the freon added is what the system called for. When then recieved a recall and came back out to their home on 7/23/2021 and performed the leak search, and found that indeed there are leaks in their Evap Coil. This coil would have to be replaced, the customer is aware and the home warranty approved the portion that they would cover. We did what we are contracted to do per their home warranrty company, and added the correct freon per their systems data tag. This job is complete, unless they would like to move forward with the repair. 

• Initial Complaint

  07/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 9 April 2021 I called Cinch Home Services (previous Total Protect) at ************ and placed an service request on my home straight cool split system (A/C system). They referred EMS Home Services for repair. EMS came out the 10th, looked at system found deficiencies. I was told by repairman that in about after two week after payment for repair they should start repair work. After about fourth week EMS do not call me to say what going on or what's the hold up from starting repair work.. They have poorest customer service I have experienced. I call left messages several times no call back. Finally 3 May received a text not a call but text from EMS say they are awaiting part ( on 20 April I paid ********). I email Cinch Home Services for help but got nothing. On 8 June another text from EMS saying problem is with Lennox distribution for warranty coil. On 19 July EMS called set up replace coil, no show, they call again no show, call again no show now it is 23 July need REFUND.

  

  Business response

  07/26/2021

  This is on the schedule for install on 7/27/2021 and the customer has confirmed as well. This was a warranty part, and we have the use the manufacture in order to warranty. There is a nation-wide shortage on all parts and this was backordered for a while. We apologize that this happened and are getting this completed. customer is aware.

  Customer response

  07/28/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  There needs to be an better job in communication with the customer.
  
  Regards,
  
  ******* German

• Initial Complaint

  06/15/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company was assigned through Home Warranty to service at a property we manage 8 days ago. 6/9 tech left, nothing resolved no communication. 6/10 was informed coil clean needed and we approved and PAID $795. Office confirmed via phone it would be complete no later than 6/12. 6/14 the repair has not been complete and they have not at all reached out to our residents. I have called their office 3 times and was on hold for a total of 30 minutes, left 2 voicemails, and sent multiple emails. They are not at all responding. HORRIBLE company and is unprofessional to request payment up front before completing a job. Temperatures are over 90 every day.

  

  Business response

  06/25/2021

  This job was completed on 6/16/2021. We had to clean the coils and completely modify the drain lines. When the customer paid the out of pocket expense, we had to wait to the next week to pick up the parts (it was over the weekend) needed to modify the drain line. We reached out on 6/14/2021 to schedule with the tenants and they were fine with the day they were scheduled for. 

• Initial Complaint

  06/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EMS was hired by my home warranty service regarding my upstairs A/C not working well. I filed a claim on 5/17/21. At that time my A/C was blowing some cold air, but not working as it should. During the visit on 5/20/21, the tech said my freon level was low and added freon w/ leak stop. The next day, 5/21/21, I noticed that the A/C was now not working at all. I contacted EMS and told them about the issue. On 5/24/21, two techs from EMS come to my house. First off, I was very unhappy that they entered my yard/house when only my 15 year old daughter was home despite me telling them I was almost there and to wait for me. The techs showed up with almost no tools, no parts and left their truck running during the visit. Obviously they were not dedicated to getting the problem fixed. The said I needed a TXV valve and that they would order one. As of 5/30/21 the part had not been ordered. The part was ordered on 6/2/21, with no ETA. It is now 6/7/21 and we have had no A/C for 3 weeks.

  

  Business response

  06/25/2021

  First initial visit was on 5/20/2021 - Came out and found that the system was low on 410A Freon, added 2lbs of Freon and leak seal.

  Customer called back and stated that the system was not cooling, we found that the TXV had a restriction and need to be replaced. 5/24/2021

  We were notified by their home warranty company that they were going to cover all the charges. We then ordered the part and had to wait on shipping. This job was completed on 6/10/2021. 

   

  Customer response

  06/25/2021

  Complaint: ********
  
  I am rejecting this response because: The use of the leak seal caused damage to my system, some of which may not be detected for months. The TXV was operational until they used the leak seal. It's not coincidental that the TXV stopped working immediately (< 12 hours) after the leak seal was placed in the system. The system has already been flushed 3 times by another company who has advised me that I will likely have future problems with the condenser related to this issue. I contacted several other HVAC companies who all stated that leak seal should not be used. EMS HVAC basically came to my house, broke my TXV valve, took forever to order the replacement, then reinstalled the new part 3 weeks after the initial call. The technician who installed the TXV tried to leave my house without evening checking the system. When I advised him that it wasn't working properly, he left the house anyway, thus leaving my HVAC system how it was on 5/20 after 3 weeks of no A/C in the Texas heat. I had to have another HVAC company come out to make the repairs. This company did nothing my harm my HVAC and cause me three weeks of unbearable heat (90+ degrees) in my children's bedrooms. They incompetent at best and more likely fraudulent. No other consumers should have to deal with this company. 
  
  Regards,
  
  ***** *********

• Initial Complaint

  06/01/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Submitted a claim for my AC that stopped working via Choice Home Warranty on Tuesday, May 25th. EMS was assigned the claim and scheduled a tech to come on Thursday, May 27th. The tech diagnosed the issue as being the control panel and stated he would need to order the part. I called EMS Friday at 3pm to get a status update on the part, and the representative stated she had not received the paperwork to order the part. I called again on Saturday and the person answering the phone stated the same thing. This is unacceptable and poor representation of a business. I live in Texas and have been without air conditioning for 5 days. If this was their loved one, this would not be acceptable so what is the reason this subpar service is acceptable for me!!!

  

  Business response

  06/25/2021

  This call came in over the Memorial Day Holiday, her claim was submitted to her warranty company 5/28/2021. I have to wait for approvals before moving forward. Unfortunately because of the holiday the parts warehouse were not open to order parts. We ordered her part as soon as we could. We have reached out to the customer on 6/7/2021 and 6/14/2021 to schedule and they have not confirmed appointments. 

*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. ↩