ComplaintsforHomeSmart Technologies

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 6/29/2022 We bought an ************* System from Homesmart Technologies and had it installed that day. We were told it had a lifetime warranty and the Pro-biotic fluid would need to be replaced after 6 months. We replaced the fluid in early Feb 2023. After replacing the fluid, I happened to notice, from the clear tube on the unit, that the fluid was NOT entering our ventilation system, hence the unit was NOT working. The unit turns on and off like it is supposed to do, but NO probiotic fluid is being transferred like it is supposed to. I called their office twice on 2/17/23 and was told somebody would get back to me by the end of the day Friday or Monday at the latest. Nobody got back to me. I called again, twice on 2/21/23 and was again told, by *****, that someone would get to me by the end of the day. I also have sent emails and left voice messages. It is now toward the end of the business day on 2/21/23 and NO attempts have been made to reach me. The company is exhibiting TERRIBLE customer service.

  Business response

  03/09/2023

  Thank you for taking the time to speak with me today. 
  

  As I stated in our previous conversation, this matter with Mr. ********************* has been resolved. The initial delay in communication stems from **************** calling the wrong contact number for our company, and therefore we never received any of his messages. Once **************** contacted our office we immediately scheduled an appointment with him to resolve his complaint. That appointment was set for Monday 3/6/23. We were able to successfully troubleshoot his system over the phone. **************** stated that everything is now working fine, and he is happy with our service. **************** told our install manager, ***************, that **************** would be contacting the BBB to remove his complaint.
  

  Once again, thank you for all of your help.

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

  Customer response

  03/10/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  First of all, ***************************, apparently the Owner of company is NOT correct in his response. I called the number at the website which is also the SAME number the installing technician gave ** when he installed the system. I talked to an **** and I think ****** and other secretaries on my calls and EACH ONE said someone would get back to me THAT DAY. Nobody ever called me back! It was not until several days AFTER I contacted the BBB that I got a call from ***************. He was nice and apologetic, but the issue was NOT resolved. **** was very helpful over the phone, but he plans to come out and check the system. But that has not happened yet. So *************************** is wrong in his assessment of the situation. I did NOT call the wrong number and the issue with the system is NOT yet resolved.

  
  Regards,
  
  *********************
  
  
  
  

  
  

  Business response

  06/13/2023

  Thank you for your time and returning my call. As we discussed on the phone, Mr. ********************* has been resolved. As I stated originally, **************** had programming issues with his *** system. He spoke to our Install Manager, ***************, who was able to troubleshoot the programming via a phone call with *****************

  *************** and ************** agreed to give the *** system time to make sure it was working correctly, which according to **************** the programming worked. *************** followed up with **************** the following month in person, checked the system, and **************** expressed his happiness at that time. 
  

  if there is anything else we can do, please let us know.

   

  Thank you

  Customer response

  06/14/2023

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The problem was NOT resolved during a phone call as was stated in the company's response. *************** came to my residence and determined the system was NOT working at all. He was very thorough and also determined that the unit probably was NOT installed properly. ********* was very friendly and professional. He and I came to an agreement that we would continue to monitor the unit and make sure that it does work properly. ********* will also make a return visit in a few weeks to make sure the unit is now working properly.

  ********* was wonderful, but the Company has never acknowledged that the unit was installed improperly and that it was NOT working when ********* arrived. In an earlier response, the Company also stated that when I called to alert them to the problem, that I had called the WRONG number. This is simply NOT true. It took over 4 calls to the company to even get them to start to look into the problem. They had promised me on EACH of those calls that someone would get back to me THAT day. It never happened! So, I would rate the Company as having a desperate need to improve their customer service!
  
  Regards,
  
  *********************
  
  
  
  

  
  

*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. ↩