AC Professional Installers LLC

Dear Representative of the Revdex.com: It is extremely disheartening to read the complaint made by one of our customersWith further review and investigation, after speaking with all parties involved and witnesses we will provide our statement in this matter in the proper orderStarting first with the August service call for P-TAC unitsIn the complaint it states that our service technician once at the service site (customers residence) proceded to conduct a preventative maintenance visit, which in the summer season consists of the following: 1.) Vacuuming of filters and units 2.) Checking condenser drain 3.) Checking compressor amperages, cooling capacity, thermostat settings and fan functions At this time the customers husband asked our technician Paul to check the heatOur service technician simply said that in August due to the Summer season we are unable to check heat because the building supplies heat and the boilers are not on in AugustOn December *, we recieved a call from the customer regarding a leak in the apartmentThis issue is considered a priority in our company and we were prepared to dispatch technicians to the residents immediatelyThe customer however declined and stated she would call back to reschedule at a more convenient timeOur office called the customer the following day and spoke with the customers husbandWe attempted to send a technician but he declined stating that he was in California and there was noone available in the home until Monday December *, On Monday December *, our office placed a call to arrange for technicians to enter the residence but again the customer declinedThe customer stated they would be available Tuesday December *, On December *, our technicians Paul and Jorge were able to enter the apartment accompanied by the buildings superintendant DanielUpon inspection they noted the leak had been repaired by a plumber hired by the custo merThey then checked the unit located in the master bedroom where the leak occured and found that the unit was not functioning as a result of a blown fuse due to water damage caused by the leak itselfOnce the defective component was identified Paul our service technician suggested that the customer purchase a fuse online in effort to save the customer money as the manufacturers costs is roughly times that priceHe then proceded to explain that we would install the fuse at no additional cost to the customerIt was also suggested that the superintendent Daniel could also install the fuse if the customer so choosedAt no time was the technician attempting to be rude or unprofessional as stated in the complaintHe was simply attempting to educate the customer of all of their optionsUpon our investigation this information was confirmed by witnesses present at the time of the service callsThe complaint also refers to the leak being somehow as a result of our technicians opening a drain pipeThis information is falseAt no point did our technicians during their August service call touch any heating valves or heat coilsThey also did not witness any evidence of a leak or drip at that timeIt should also be noted that there is a constant flow of water through that coilIf the coil had been leaking at that time it would have been evidentUnfortunately the customer experienced a leak in her home three months after our service call due to the failure of a component on the heat coilHowever, it is not as a result of any neglect on the part of our techniciansIn an effort to provide the customer with a functioning unit we have agreed to install the fuse at no cost to the customerAt that time we will be able to procede with inspecting the heating component of the unitThis service call in addition to the previous one are at no cost to the customer We pride ourselves in providing quality service to our customers and regret the misunderstanding and circumstances they have lead to

Dear Representative of the Revdex.com: It is extremely disheartening to read the complaint made by one of our customersWith further review and investigation, after speaking with all parties involved and witnesses we will provide our statement in this matter in the proper order
Starting first with the August service call for P-TAC unitsIn the complaint it states that our service technician once at the service site (customers residence) proceded to conduct a preventative maintenance visit, which in the summer season consists of the following: 1.) Vacuuming of filters and units 2.) Checking condenser drain 3.) Checking compressor amperages, cooling capacity, thermostat settings and fan functions. At this time the customers husband asked our technician Paul to check the heatOur service technician simply said that in August due to the Summer season we are unable to check heat because the building supplies heat and the boilers are not on in AugustOn December *, we recieved a call from the customer regarding a leak in the apartmentThis issue is considered a priority in our company and we were prepared to dispatch technicians to the residents immediatelyThe customer however declined and stated she would call back to reschedule at a more convenient timeOur office called the customer the following day and spoke with the customers husbandWe attempted to send a technician but he declined stating that he was in California and there was noone available in the home until Monday December *, On Monday December *, our office placed a call to arrange for technicians to enter the residence but again the customer declinedThe customer stated they would be available Tuesday December *, On December *, our technicians Paul and Jorge were able to enter the apartment accompanied by the buildings superintendant DanielUpon inspection they noted the leak had been repaired by a plumber hired by the custo merThey then checked the unit located in the master bedroom where the leak occured and found that the unit was not functioning as a result of a blown fuse due to water damage caused by the leak itselfOnce the defective component was identified Paul our service technician suggested that the customer purchase a fuse online in effort to save the customer money as the manufacturers costs is roughly times that priceHe then proceded to explain that we would install the fuse at no additional cost to the customerIt was also suggested that the superintendent Daniel could also install the fuse if the customer so choosedAt no time was the technician attempting to be rude or unprofessional as stated in the complaintHe was simply attempting to educate the customer of all of their optionsUpon our investigation this information was confirmed by witnesses present at the time of the service callsThe complaint also refers to the leak being somehow as a result of our technicians opening a drain pipeThis information is falseAt no point did our technicians during their August service call touch any heating valves or heat coilsThey also did not witness any evidence of a leak or drip at that timeIt should also be noted that there is a constant flow of water through that coilIf the coil had been leaking at that time it would have been evidentUnfortunately the customer experienced a leak in her home three months after our service call due to the failure of a component on the heat coilHowever, it is not as a result of any neglect on the part of our techniciansIn an effort to provide the customer with a functioning unit we have agreed to install the fuse at no cost to the customerAt that time we will be able to procede with inspecting the heating component of the unitThis service call in addition to the previous one are at no cost to the customer We pride ourselves in providing quality service to our customers and regret the misunderstanding and circumstances they have lead to

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
the company is still not taking responsibility for not checking the heating system - if this was done in */2015, this open valve would have been found and would have prevented the leakalso the lack of professionalism from this company is appalling
simply fixing the fuse will not remedy the situation - and the heating component of our unit should have been checked to begin with
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

the company is still not taking responsibility for not checking the heating system - if this was done in */2015, this open valve would have been found and would have prevented the leak.also the lack of professionalism from this company is appallingsimply fixing the fuse will not remedy the situation - and the heating component of our unit should have been checked to begin with
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear Representative of the Revdex.com: It is extremely disheartening to read the complaint made by one of our customers. With further review and investigation, after speaking...

with all parties involved and witnesses we will provide our statement in this matter in the proper order. Starting first with the August 2015 service call for 3 P-TAC units. In the complaint it states that our service technician once at the service site (customers residence) proceded to conduct a preventative maintenance visit, which in the summer season consists of the following: 1.) Vacuuming of filters and units 2.) Checking condenser drain 3.) Checking compressor amperages, cooling capacity, thermostat settings and fan functions.  At this time the customers husband asked our technician Paul to check the heat. Our service technician simply said that in August due to the Summer season we are unable to check heat because the building supplies heat and the boilers are not on in August. On December *, 2015 we recieved a call from the customer regarding a leak in the apartment. This issue is considered a priority in our company and we were prepared to dispatch technicians to the residents immediately. The customer however declined and stated she would call back to reschedule at a more convenient time. Our office called the customer the following day and spoke with the customers husband. We attempted to send a technician but he declined stating that he was in California and there was noone available in the home until Monday December *, 2015. On Monday December *, 2015 our office placed a call to arrange for technicians to enter the residence but again the customer declined. The customer stated they would be available Tuesday December *, 2015. On December *, 2015 our technicians Paul and Jorge were able to enter the apartment accompanied by the buildings superintendant Daniel. Upon inspection they noted the leak had been repaired by a plumber hired by the custo mer. They then checked the unit located in the master bedroom where the leak occured and found that the unit was not functioning as a result of a blown fuse due to water damage caused by the leak itself. Once the defective component was identified Paul our service technician suggested that the customer purchase a fuse online in effort to save the customer money as the manufacturers costs is roughly 4 times that price. He then proceded to explain that we would install the fuse at no additional cost to the customer. It was also suggested that the superintendent Daniel could also install the fuse if the customer so choosed. At no time was the technician attempting to be rude or unprofessional as stated in the complaint. He was simply attempting to educate the customer of all of their options. Upon our investigation this information was confirmed by witnesses present at the time of the service calls. The complaint also refers to the leak being somehow as a result of our technicians opening a drain pipe. This information is false. At no point did our technicians during their August service call touch any heating valves or heat coils. They also did not witness any evidence of a leak or drip at that time. It should also be noted that there is a constant flow of water through that coil. If the coil had been leaking at that time it would have been evident. Unfortunately the customer experienced a leak in her home three months after our service call due to the failure of a component on the heat coil. However, it is not as a result of any neglect on the part of our technicians. In an effort to provide the customer with a functioning unit we have agreed to install the fuse at no cost to the customer. At that time we will be able to procede with inspecting the heating component of the unit. This service call in addition to the previous one are at no cost to the customer.  We pride ourselves in providing quality service to our customers and regret the misunderstanding and circumstances they have lead to.