1st Choice Heating & Air Conditioning, LLC

Complaint: [redacted]I am rejecting this response because:First off, what **. ** has respond** is slightly incorrect so let me correct his statements. He stat** that I said [redacted] "found a leak". What I actually said in my initial complaint is this, "[redacted] said the leak is PROBABLY coming from the unit in the attic as there was no sign of a leak on the outside unit. They suggest** I contact the company that installed the unit due to the fact that I was still under the 5 year parts warranty . . . They did not want to tear apart the unit in the attic to look for a leak just yet due to the fact that they weren't sure if they were going to do the repair or not. [redacted] want** to wait until I spoke to the original installer." Therefore, [redacted] never "found a leak". In regards to **. ** offering his "Preferred Customer" price, I was not made aware of any of this. As I stat** before, ** did say he would help me out on the labor rates but fail** to give me any actual pricing during our conversation. The first time I heard of any pricing was when the technician told me over the phone at 6:30 pm Monday July 13th. Remember, I had schedul** my appointment at 8:30 am July 13th. When I expressed the disapproval of the price, I request** to speak to ** for further explanation. My phone call was not returned. In fact, the next time I spoke to ** was on Wednesday July 15th when I call** his office. ** nor 1st Choice had made ANY attempt to get in contact with me.  During our conversation on Wednesday, ** did explain the rates and said that the normal labor rate to install the coil would be around $1,400. He said he was giving me the "Preferr** Customer" price which would be around $1,000. To me, that seems a little high for a max 4 hour job. I actually call[redacted] to compare rates and they quot** me under $500 for the install. So, it appears that the labor rates that 1st Choice have are astronomical and unreasonable!! When I mention** to ** about the lower rates he said and I quote, "good for you for finding a lower rate". Now, back to his response. Lastly ** stat** that he "sent the coil and two of my techs to his home yesterday afternoon, but he sent them away and the work was not completed". I can assure you, there were NO technicians that came to my house that evening. The only technician that came to my house was ** and that was at 3:30 pm. ** CALL** me at 6:30 pm to tell me about the coil and the price. That is when I refus** and requested to speak with ** for an explanation. Which come to find out, ** never communicat** my request to ** which then goes back to my complaint about the inferiority of the service that 1st Choice provides.I have some deep concerns regarding the quality of service that 1st Choice provides. I believe it is substandard and deserves a closer look at their policies and procedures. The initial call to them was to come out to look at/ inspect a freon leak in my unit. I was told by the first technician that it was NOT a freon leak but a bad capacitor. It took them three times to come out there to finally figure out it was in fact a freon leak. Each time they came out, the problem became significantly worse resulting in water/ sheetrock damage to my ceiling. When I ask[redacted] about any suggestions regarding the damage and if he was going to take care of it, he profoundly said, "I will not do anything and I have no suggestions for you. I wish you well" and that was it. Therefore, I am stuck with the not only the cost of the AC repair but also with the cost of the repair to the water damage to my house. This all could have been avoid** if 1st Choice would have repair** the original issue they were call** for the FIRST time they came out!!My recommendation to anyone looking for AC service in the [redacted] area is to avoid 1st Choice Heating and Air Conditioning at ALL costs. It has been nothing but a burden on me for the past month and I highly regret ever getting in contact with them.Regards,[redacted]

This home owner is correct that we have made many trips to her home in order to try to satisfy her.  This home owner was not our client.  We installed the air conditioning system for the home builder according to their specifications.Many of the service calls were related to a leak in the...

refrigerant lines which was determined to have been caused by another trade -- a nail in the line.  After several trips, we found and repaired the leak, even though it was not a warranty item.On another call, we determined that the gas valve to the unit had been turned off or had not been turned on.  We took care of this as well.  On one trip we found a dirty and clogged air filter -- a home owner responsibility.We have done air balances for this home on at least two occasions, both of which were attended by the room mate, not the complaining home owner.  On both occasions the home owner's room mate was satisfied with the work!On our last visit on 20 July 2017, we re-adjusted the air flow to meet their requirements.  When we left, the home was at 73 degrees and 46% humidity when the outdoor temperature was 91 degrees.  The entire system was performing to specification.We work tirelessly for our home builder clients and their home buyers to try to satisfy them.  Sometimes the expectations do not meet what they bought.  That may be the case here.  We have responded to all of their service requests and have done work that was outside of our warranty requirements on a number of calls in an effort to satisfy this home buyer.  Further, they have never been bill for any of the work!Our willingness to help this home owner should be well evidenced by the efforts we have made on their behalf.

I am not personally aware of this client; however, I am told that the call we received today is the first we have received since the system was installed in October of 2014.  We install the product, but we do not manufacture it.  That is why both the manufacturer and 1st Choice provide a...

warranty.  The labor warranty registration was receive only today, via e-mail, seven months after the equipment was installed!  I certainly hope that the client registered their parts warranty with [redacted]We will take care of the service request today.  If the client was promised free filters, I will see that they receive them.Sincerely,[redacted]

Mr. & Mrs. [redacted] were serviced last Thursday.  Our tech checked the system which was working properly.  He determined that the rooms which were the subject of the complaint were not returning enough air.  The builder was contacted and is going to cut the bottom of the doors to...

the correct spacing in order to allow sufficient return air.  I believe the client has been satisfied.

I am very disappoint** that **. [redacted] feels this way.  We install** the air conditioning system in 2010 for the homebuilder.  We had no contact whatsoever with **. [redacted] until he call** us to address a problem he had originally call** another company to fix.  The only reason we were contact** was because **. [redacted] thought he might be able to take advantage of a warranty in order to save money.  When our tech first went to inspect the system, There was no apparent leak in the system that could be detect** without an isolation test -- a test where the coil, the copper lines and the condensing unit are separated, pressuriz** and check** for their ability to hold the pressure.  This option was given to **. [redacted], but he didn't want to pay for it.  Also, at the time my tech visit[redacted]. [redacted], he found a bad capacitor and replac** it, leaving the system running and cooling.  The system subsequently lost part of the charge, froze up, and leak** water which caus** damage to **. [redacted]'s ceiling.  I am very sorry that this happened, but we did not cause this.  **. [redacted] wants us to pay for his problem when it could have been avoid** by either having the first company do the requir** work or by allowing us to do the leak check when we suggest** it!