ComplaintsforSmart Mechanical Services LLC

• Initial Complaint

  07/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Smart Mechanical was assigned to me by ***** **** ******** to evaluate/repair/replace my air conditioning at my home of residence. I called on 07/05/2022 and was told I would be called back that evening. I was not called back. On 07/06 I contacted them again, they wanted to schedule an appointment on 07/09/2022, however I was to be out of town on that day. They were able to send someone out on 07/06, the technician showed up, put a gauge on the unit, said it was low on freon. He told me that his boss would call me. He was on property approximately 10 minutes and made no repairs. Today is 07/22/2022, 2+ weeks later, every day temps have been between 85 & 100 degrees, still no repairs made, no call back, no air conditioning. I have called ***** home warranty for assistance with Smart Mechanical multiple times and still no luck. Several days after the tech was on property, Smart had still not submitted their findings to *****.

  Business response

  08/09/2022

  In behalf of Smart Mechanical we always strive to take care of every customer in a timely fashion with quality service.Our home warranty customers are very important to us.There are many procedures to be followed in order to make repairs through a home  warranty.On this call the customer was out of my service area we did not call until the day after due to the effort being made to get the customer service asap.Dispatch contacted the customer the next day at that point the customer made it clear he was not happy to the point the dispatcher contacted me to call the customer personally. I called the customer apologized for any delays and gave an appointment date this still was not making the customer happy so I pulled a tech off an install and sent him same day.After receiving the report from the job the report was sent to the warranty company the very next day during business hours at that I had explained to autho.department i felt it was in the customers best interest if they found another company to provide service for the customer.On that note the service order was out of my hands and due to the nature of the conversation with the customer felt it was in everyone's best interest if the warranty company completes any further communication with the customer.With that we are all very disappointed at Smart Mechanical we were unable to make a customer happy with our service.

  Sincerely,

  *****

  Smart Mechanical Services

  Customer response

  08/13/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  During the 1 conversation I had with Smart Mechanical, he never once mentioned that my home was outside of his service area.  Additionally, he, as well as his service tech, both said he was going to call me back regarding repairs, that never happened.

  When I contacted the home warranty company regarding the company's lack of effort, communication, service, and follow-up, I requested a new vendor to handle my A/C, the warranty company stated that they had contacted "***" at Smart, and *** had said he still wanted the job, however, once again, zero follow up/communication from *** to me.  During communication with the warranty company, I was told, by them, that Smart was waiting on parts that were ordered, when I inquired exactly what parts, I was told "a new compressor".

  Fortunately, after 3+ weeks of waiting in 85-100 degree heat for Smart to return a phone call or make repairs, countless calls to the home warranty company regarding Smart's zero effort service standard, I managed to convince the home warranty company to assign a new vendor.  The new company that was assigned made all repairs within 72 hours and the repairs did NOT require a new compressor.

  
  Sincerely,
  
  ******* **********

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