Woodruff & Smith Heating & Cooling Inc

Review: In 2013 I purchased a furnace through Woodruff and Smith. Every year I have had Woodruff and Smith put new coolant into my air conditioner due to a leak which they discovered. Every year they promised to "fix" my leak which they never did. At the beginning of the 2015 cooling season John W[redacted] put the wrong coolant into my air conditioner unit. John W[redacted] should have rinsed out the line but never did. All he did was drain out the wrong coolant and put in the right coolant R22. I repeatedly this year called him to come and fix the leak. He kept ignoring me. He said he didn't care if I called someone else. I think this is a bad business practice. He obviously did not care. I called [redacted] and they are going to handle the problem. I also found out that John W[redacted] left my furnace area in disarray and with a bunch of stink bugs.Desired Settlement: I would like them to refund the charges I have had to pay to [redacted] $89. I want them to clean up their mess. I also want them to not ever do this to anyone else.

Business

Response:

Revdex.com Regarding the complaint from [redacted]: In February of 2013, [redacted] did indeed purchase a furnace from us, which we installed. That following spring, she called because her air conditioner was not cooling. We found it to be low on refrigerant. At that time, I corrected the refrigerant charge, informing her of the existence of a leak in her system. It was unrelated to the installation of the furnace, however, I never charged her for the call, or the refrigerant. At that time, I also injected a leak repair chemical into the system. Normally, this service call would cost as follows: $85.00 for the service call 100.00 for the leak repair chemical, installed 162.00 for 2 pounds of refrigerant. 347.00 total. I didn't charge her anything, and asked her to call me if the leak repair chemical didn't work, and we would approach the leak repair another way. This spring, l lost an employee, leaving me shorthanded. Also, with the extended hot weather, as well as frequent rain, it made it difficult to get to all my calls alone in a short time. I new that when she called, that it would be short of refrigerant again, in all probability. For the past 10 years, being a forward thinking company, all of the air conditioning equipment that we have installed operates on the new, ozone friendly refrigerant. Her air conditioner, installed by others, was operating on the outdated refrigerant, I didn't catch that, and mixed old and new refrigerants in the system. Cleanup of that error is simple. Reclaim that mix of refrigerant, evacuate the system to a deep vacuum, and install the proper refrigerant charge. In addition, prior to correctly recharging her system, I did a purge of the system with fresh refrigerant and evacuated again. Her system was more than properly cleaned. Rinsing the line is a lie that somebody fed her. I explained to her that I was overwhelmed with the volume of calls and the loss of a service tech employee, and would come back late this summer or fall find the leak and repair the system. Finding and repairing a leak is kind of an open ended call it could take a couple of hours, maybe a day. With the pressure of the hot weather, I cannot commit to that kind of a call right then. A couple of weeks later, she began to call me. She was insistent that I come immediately to look for the leak. Still being in the heat of the summer, customers with no cooling, being shorthanded, that as long as she had air conditioning, everything was ok. She told me it was working, I asked her to call if that changed and I would be right there. She threatened to call someone else, and I told her that was her prerogative. I would see her in the fall, unless she called me with an emergency. That was the last contact with her. I have about a dozen calls for leak checks that I am presently addressing as promised, in addition to the fall furnace checks that are coming in now. I will not refund any money, I didn't install the air conditioner, and corrected the charge in it twice for her. As to the leak, if she wants me to look for and repair it, I will be glad to schedule a call and deal with it, and if she wants somebody else, again, that is her prerogative. Jon W[redacted] Heating and Cooling, Inc.

Review: I purchased the heating and air conditioner in July 2015. At the time I inquired about the rebate. On the date of installation, Mr. S[redacted] told me that I would need to complete a form and then he would drop off the invoice and collect the rebate form. Within minutes of him leaving my home, I downloaded and completed the form. I called him and told him to come back and get the form and he could just attach the invoice and send it to the rebate center. He told me he would be back in the morning, and never came. I called again and he said he would get the form. He never came. A few weeks later a Woodruff & Smith truck was in our neighborhood. I told them to take the completed form(with stamped envelope) to Smitty to attach the invoice. I then called and texted Mr. S[redacted] to tell him about the form. Weeks passed and I again contacted Mr. S[redacted] and his office, he said he forgot and would send it in that day. Months passed and I never received the rebate. I again contacted the business by phone, text and letter. Nothing has been done. All that Mr. S[redacted] had to do was attach the invoice along with his information and put the rebate form in the self-addressed envelope that I had prepared. The amount is hundreds of dollars and I am so frustrated and dumbfounded.Desired Settlement: I would like Woodruff and Smith to send me a check for the full amount of the rebate as soon as possible. We purchased a heating and air conditioning unit and I know the amount is at least $600.00.

Business

Response:

Thank you for bringing this to my attention. It took me some time to research the issue, and to determine the corrective action. According to the TRANE 2015 Sales promotion, a trade in allowance for your purchase amounted to a total of $300.00 discount. I am sending the client a check for that right now. There is also a West Penn Power rebate that their purchase qualifies for, that amount is also $300.00. I am sending them the completed rebate form for that program. I was unable to find any forms from them, that they sent back to me, so I am sending them a new one. I apologize for the delayed response to this, and hope that this resolves their issue. There is also a tax credit that this equipment qualifies for, they should talk to their tax preparer about this. Jon W[redacted] Woodruff and Smith Heating and Cooling, Inc.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.