ComplaintsforShafer Services Plus

• Initial Complaint

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried three times to message the attached documents to ***********************. I received back three times "Message send Failure". I have not been able to get an e-mail address for **** or for the company. So I am contacting the BBB.Last Sat., 8/24/2024, at 3:00 pm, I smelled mildew in my dining room and finally found evidence in a closet leading to my AC system in the attic. I contacted Shafer shortly after 3:00 pm and at 4:00 the same day, they sent a tech who remarked that the drain line was blocked, and after he blew out the drain, he said that it looked like the drain line had not been cleared since the unit was installed: This even though I have hired Shafer to check my HVAC system twice a year, spring and fall. I have documented proof that they said they cleared the line, despite the evidence their own tech discovered. My insurance company sent out a restoration crew who found that there is considerable water damage to the ceiling, the wall, and the floor in the dining room and living room. See the attached document for pictures and other data. Moreover, when I went into the attic at 3:00 pm Sat, 8/24/2024, the attic was cool - about the same temperature as my home. Shafer installed new duct work last summer, 2023. The restoration crew my insurance sent noticed that the flashing tape on the duct work had come loose and that cool air was escaping into the attic. Who knows how much it cost me to cool the attic in the hot Texas summer. Neither the tech at 4:00 Sat 8/24/2024 nor the other techs who were to have inspected my system have mentioned this problem.I now have a restoration crew coming out to remove flooring and wall board and to dry it all out with their big fans. Next I need to get new flooring in the dining and living rooms and have the new walls painted.

  

  Business response

  09/04/2024

  Dear *****************,

  I'm very sorry you've experienced this condensate leak at your home. I have been brought up to speed on the situation by ***********************, our ************* Manager and have spent significant time looking into our previous invoices, pictures, and notes as well as the information you've sent to us. First and foremost, I would like to express that my goal is to help you in whatever way we can and make right any failures in our work.

  I apologize if there was a gap in communication recently. I'm not sure why your emails were not coming through to us although after questioning ********** was able to see he had reached out to you Monday 8/26/24 to get on site and help you quickly address the water damage that was caused by the **** condensate leak. I saw that you mentioned Monday would not work for an on site visit but confirmed that Thursday 8/29/24 would be best. Shortly thereafter we received your message that you had engaged your insurance adjuster and wanted to use their recommendation for water restoration and then on 8/28/24 reached out to **** to cancel the appointment he had to visit your home. Later that same week **** called and emailed multiple times attempting to reschedule and get on site and address your concerns. We had not heard back from you until 9/2/2024, with your email request to be reimbursed for damages. I share this timeline simply to demonstrate that from our perspective we were quick and diligent in our attempt to get a senior manager from our company on site to address the issue and your concerns. I understand if your focus was on your insurance company but the only way we will be able to effectively help and support you is if we can coordinate with you and get permission into your home.

  After reviewing the series of events here is what I have found: Although we did not install your **** system you have been using us for service and preventative maintenance on the unit since 2020 with no service concerns. I also found that one of our most senior technicians performed your most recent preventative **** maintenance service on 3/14/2024 and during that visit he did flush your drain line and confirmed it was flowing correctly (invoice is attached). I'm confident that this was the case because you had not placed a service request in the 5.5 months from that time until the leak occurred on 8/24/24. Condensate drain lines do have a tendency to back up due to slow moving water that creates sludge, which is why we recommend clearing them as a preventative measure, it's also why we don't and have never been able to warranty drain clearing. There are just too many unknowns as to when or if they will back up. This historical information tells me that we did in fact perform the service we committed to, including clearing the drain, which allowed your unit to run well for another 6 months before this issue arose. We also responded within 1hr of you telling us that there was a leak, on a Saturday evening, to prevent additional damage to your home.

  As unfortunate as this leak is and as sorry as I am this has happened, after discovering the facts above I am not able to take responsibility for any water damage that has occurred in your home. This leak happened almost six months after our last service visit and is related to a drain clog we simply don't have control over. That being said, as an act of good faith I will be forgiving the $341.45 related to the service call on 8/24/24 and refunding you the $275 related to the purchase of your annual maintenance membership. I also will be happy to have our team inspect and repair and air leaks that exist on your duct work at no charge.  

  I hope you see this as a fair and reasonable act of good faith during this unfortuante time. Please feel free to email me directly with any questions or concerns.

   

  ***************************

  CEO

  ********************************

   

• Initial Complaint

  06/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I called Shafer Service Plus for air conditioning repairs. They send a tech out to do the estimate, he showed up and told me it needed the motor repaired, and a cleaning of the coils. He gave me the estimate at *******. I asked him if he was sure this was the issue. He looked at me and said mame I am always **** percent sure of the issues. I told him it was hard for me to pay that amount, but if it was guareented I would do it. I agreed to the charge, The techs then came out to do the work a few days later, installed the small motor, bu then told me it would be to hard to bring the united down for the cleaning, so they instead bought a vacum to **** up the dust that had acumulated. The air had never stopped working completley it would just stop after a few hours. So I paid a little less for the service since the unit was not cleaned proplerly. They end up charging me ******* only when I told then "but you did not do the job you promised which was to clean the unit correctly. They left and the unit never cooled the palce, as a matter of fact tt stop working completley after this service. Now I had no air at all, it would come on for only 15 minutes and die. So I called them again, they send a different tech to check unit, this tech found nothing wrong with the unit outside and told me it did not need a new motor, he did some checking around and told me the unit was fine, but that the duct work need to be replaced. I told him that was not what I had been told initially. So then I spoke with a supervisor and explaned what was going on, he send another different tech to check the duct work, named **** well it ****** out that **** said the duct work was work was fine. He called his supervisor on speaker phone while I listen, and the supervisor said he would be reinbursing me the money, since they could not figure out what the problem was. I agreed to the refund. I called them for my refund, for about a week daily, never was able to speak to a supervior. I was told no r

  

  Business response

  07/21/2022

  We are so very sorry for your negative experience. We will be happy to refund your money. I will work to process the refund today. 

  Customer response

  07/21/2022

  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.
  
  Regards,
  
  ***************************

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