911 A/C & Heating of South Texas

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

Dear ***,I did try to contact Mrs [redacted] to talk to her in this matter she would not respond so Im going to refund her the money for the FreonI will mail it to her homeI do apologize she wasent aware of the Freon we will be more careful in the future on communication with the customer however Im sure it was low we are honest and have no reason to risk falsifying Freon pressures to gain a few hundred dollarsI also apologize [redacted] came unanounced have no answer for that.I did contact [redacted] to ask why the motor was removed from the property he took the blower housing to take to the shop and check the power headWe do that because in some cases the motor is still in working condition the power head goes badWe can not check them on site We are a company that believes in repair if needed, replace.It is a varitable drive motor and had to be ordered by American Home SheildI also apologize [redacted] told her he had a death in the family! It was our son and its not an excuse it did put us behind as it would with and parentWe did the best we could to get through it we got caught up and thanks to our customers that were patient with us and understoodI will write the check personally and I am requesting this matter be solvedThank you [redacted] for your time and for giving me the chance to try and resolve this .Sincerally, [redacted]

WowI've had some bad A/C and heating experiences here in South Texas, but thankfully wasn't like the restThey arrived on time, fixed the problem from a previous A/C company(a safety reset switch and shutoff valve leak which was relasing natural gas into the house!) and removed the birds nest from the exhaust ductThey were only at my house twiceThis cost me less time away from work and less stress on my familyThe heat was back on during some of the worst coldest days of the yearIf you've tried all the rest, give a callThey were friendly and very competent

Wow. I've had some bad A/C and heating experiences here in South Texas, but 911 thankfully wasn't like the rest. They arrived on time, fixed the problem from a previous A/C company(a safety reset switch and shutoff valve leak which was relasing natural gas into the house!) and removed the birds nest from the exhaust duct. They were only at my house twice. This cost me less time away from work and less stress on my family. The heat was back on during some of the worst coldest days of the year. If you've tried all the rest, give 911 a call. They were friendly and very competent.

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

Dear [redacted],I did try to contact Mrs. [redacted] to talk to her in this matter she would not respond so Im going to refund her the money for the Freon. I will mail it to her home. I do apologize she wasent aware of the Freon we will be more careful in the future on communication with the customer however Im sure it was low we are honest and have no reason to risk falsifying Freon pressures to gain a few hundred dollars. I also apologize [redacted] came unanounced have no answer for that.I did contact [redacted] to ask why the motor was removed from the property he took the blower housing to take to the shop and check the power head. We do that because in some cases the motor is still in working condition the power head goes bad. We can not check them on site . We are a company that believes in repair if needed, replace.It is a varitable drive motor and had to be ordered by American Home Sheild. I also apologize [redacted] told her he had a death in the family! It was our son and its not an excuse it did put us behind as it would with and parent. We did the best we could to get through it we got caught up and thanks to our customers that were patient with us and understood. I will write the check personally and I am requesting this matter be solved. Thank you [redacted] for your time and for giving me the chance to try and resolve this .Sincerally, [redacted]

Complaint: [redacted]
I am rejecting this response because:I do not feel that the business has done anything to rectify the situation.  In addition, Ms. [redacted]'s version of the events that transpired is untrue.  First, Ms. [redacted] states that "we will take a part with us at time if the serial numbers are not visible or an unusual part we do not stock on the truck"; neither of these was the case.  The technician called to check on the price and availability of the part before leaving our residence.  Second, there was no attempt to provide "good, prompt service" as Ms. [redacted] describes in her response.  [redacted] showed up (un[redacted]ounced) at our residence after we had to call American Home Shield on numerous occasions to check on the status of the repair because the status of the repair was not being communicated to us by 911 A/C Heating and Air.Third, [redacted] asked for the invoice because he did not like the fact that the original invoice listed the cost of the part.  He specifically told us that American Home Shield would be upset if the customer was given the price of the part.Fourth, we were not told that freon was going to be added to the unit, and we never saw freon being added to the unit.  In addition, the price of the freon was not discussed before being added to the unit (since we never had the opportunity to even decide whether or not we agreed to adding the freon to the unit).  Furthermore, there was no issue with the unit blowing cold air before this service call which makes me seriously doubt that freon needed to be added to the unit.  If the unit needed freon added, this should have been discussed with us beforehand so that we could make the decision on whether or not we wanted 911 A/C Heating and Air to perform this service.Fifth, the service provided by 911 A/C Heating and Air was extremely unprofessional.  Specifically, [redacted] was full of excuses about why it took so long to perform the service including the death of a family member, problems ordering the part from American Home Shield, etc.  During the service call, [redacted] went on and on complaining about his customers.  For instance, he specifically told us that he asked one of his customers if he was "the President of the United States" because the customer was complaining about the speed of the service.While we appreciate the fact that Ms. [redacted] is willing to call us about this issue, we have no desire to speak to her since her story is so inaccurate.  The only fair resolution to this matter is to refund the freon costs to us since this service was NOT authorized by us.Since this was such an unprofessional experience, we have already contacted American Home Shield to make sure that 911 A/C Heating and Air will not be dispatched to our residence for any future service calls.
Regards,
[redacted]

Dear [redacted] , I received your email on Mrs. [redacted] on Sun Harbor it is correct we received a dispatch to service that address however the dispatch did not come through 10/15/2014 at 9:36 and we are required to make an...

appointment within 24 hours and run the call within 48 hours.If we do not follow that rule it will be transferred to another vendor. We will take a part with us at times if the serial numbers are  not visible or an unusual part we do not stock on the truck. We train our techs to explain to the customer the procedure of ordering parts. Most are ordered through American Home Sheild so we do not have a control over the lenghth of time it takes.  We did receive a status email on 10/22/2014 of the part being availiable  we picked it up and installed it the same day trying to give good promt service. [redacted] asked for the invoice because he wanted to combine both visits together on one, we bill out only one time for each job so having the information on one invoice  seems to be better for the customer ,American Home Sheild,and 911 A.C.and Heating . I apologize we did not explain that to the customer. the Freon that was added to her home was 2 pounds and she was informed that it was 65.00 a pound American Home Sheild does cover 10.00 a pound for her . I will call the customer and speak with her about the issue on Monday I appretiate you taking your time to bring it to  me. Thanks [redacted]