
A. of Atlanta, GA on Feb. 4, 2009
I had three issues mostly minor and none of them were repaired appropriately. Here is an excerpt from my letter to the company outlining my issues. I really wish I would have checked here first....
In regards to your companys service, I have had three issues come up and not one of them has been handled satisfactorily or completely. In addition, your sales people are elusive, dont communicate well and never solve the issue. The three issues I am referring to are the following:
* Issue 1: Thermostat Replaced: Earlier this year my AC unit was not working. When the company came out to check it the problem was determined that my wall thermostat needed to be changed. The technician changed the unit. When I went to reprogram this unit to my original setting I noticed that this was a non-programmable unit. I had a programmable thermostat prior but the person changed it out with a basic model. When I called the AC person, he was great and very willing. I loved his customer service and response. He stated he had no problems with coming back out but when he contacted NHP your company was holding back payment. I asked why and he stated there was a problem with my bill/payment.
Now the challenge with this is that I have automatic billing on my card. I immediately followed up and found that this was not the case as your company regularly charge my card and a charge had occurred on schedule. I was then told that this would be handled. I followed back up with the technician and he told me that I needed to work through your people. I never received a call or any communication stating that there was a problem. I have called the office over 4 times in reference to this issue to no avail.
So today, I followed up and Rachel, who by the way refused to give me an ID number, last name or anything that would distinguish her, stated that she would have to put in a new claim. This makes no sense, as the original order was not effectively completed. If the work had been done correctly and completely a comparable thermostat replacement would have been installed. The technician stated he had one and would swing by and fix it correctly with no problem.
When I asked to speak to a supervisor with Rachel, she asked me what for and refused. Then upon my insistence and with issue she went to check and see if he wanted to speak with me? and came back without a supervisor...This is ridiculous and unacceptable!
* Issue 2: Furnace Draft Motor. My latest issue was that my draft motor went our on my furnace. I immediately contacted your organization as a major winter storm/cold front was coming through and I wanted to get this fixed prior. I called NHP and was assigned a HVAC person to contact and have come to my house to determine the problem. I called this person and called Friday morning Monday morning with no answer. I finally reached someone and was told that he did not service my zip code. He told me to call back and he would call also to get reassigned. I called back and was given another contractor.
However, when I contacted this person he stated that he could not come because his truck was down and he suggested I call back because he did not want me to have to wait to get this issue fixed. So, I called back for a third time and received another contractor who did not respond promptly. Meanwhile, this process is going on and on over a week. Very frustrated, I called and I explained that I needed another person and the sales person I spoke was very nice and responsive and customer focused. As she heard all that I had been through she stated that I could contact an HVAC person since we were having such a difficult time and to pay for the repair and I would be reimbursed. We spoke about how long this would take and I was told a reasonable time. I heard her say once the repair was done, to call in for and authorization number and fax the form...
After the repair, I filled out the form and called in for the authorization number and was then told that I was supposed to get the number prior. In speaking to this person they told me to send in the paperwork with an explanation of the mistake. The most important aspect to me was that I worked diligently to work within your system, I did not request the outside company so it was not as if I was trying to get this specific company. I only wanted my system fixed... I then called back verifying receipt of the document and was then told that they had sent me an email stating they wanted my maintenance records... I called back and was told to send an email to the Dispute group. I did and still have not heard back.
This issue I have diligently attempted to work through your companys process, to work with your authorized technicians only going outside upon the recommendation of your customer service rep. I did not ask for an outside group it was suggested. It appears as a standard process it is the practice of your company to virtually automatically deny claims or not approve them as a practice.
* Third Issue: I also had a dryer that was checked and was told that the dryer needed a couple of parts i.e. a seal replaced. Again, I never hear back from the service person or NHP. When I spoke to Rachel after not hearing anything, I found out that this was denied. I contacted the service person and he stated he never heard back from NHP....