A-1 Heating & Air Conditioning Service

[redacted] I am responding to the complaint that was given ID # [redacted] as requested On Saturday January 25, my answering service received a call from the customer indicating that she had no heat and the message was relayed to my technician who promptly called the customer to make arrangements to go to the house and try and restore her heat When my technician arrived at the house he found the heat functioning properly and no error codes recorded on the board to indicate what might be causing the problem The customer indicated that she had been resetting the switch on the side of the furnace to get the heat to operate and unfortunately when the customer does this it clears the codes from the board which help indicate what is causing the problem since it was described by the customer as a sporadic problem which does make it difficult to diagnose especially when the unit was operating upon our arrival [redacted] this particular customer was told to call if the problem occurred again to give us a call back as is noted on the service ticket (attached copy) as we were not about to start replacing parts at the customers expense until we could identify the part causing the problem The problem and description indicated by the customer could have been caused by several things which is again why we did not just start replacing parts as I would rather a customer be disappointed that we did not identify the problem (again on a working system) than be upset with us for selling her a part that she did not need as that is not how we operate which is why we have a 98% rating in [redacted] ’s [redacted] for customers indicating that they would use us again [redacted] I will return this customers diagnostic charge despite the fact that we did nothing wrong for this customer who should have simply called back and utilized the warranty that was given with her original call until the problem could be identified [redacted] President A-Heating & Air Conditioning Service