A-1 Mechanical LLC

On 02-10-2017 service technician diagnosed my furnace as needing collection box repair. Paid $135.50 for services and diagnosis. On the morning of 02-15-2017, the furnace didn't come on as scheduled and the red error light was blinking 5 times. I called and talked to office manager and asked for a different service person to come over and check to see if he might have a different idea about the problem. She said that George figured out the problem, ordered a part and could come over on 02-17-2017. I agreed to an 8:00 a.m. appointment. When George came over he said after a half hour that the problem is the collection box as he diagnosed before and he was going to clean the ignitor switch because it was rusty and wet. And charged me another $135.50. I feel that it was a bate and switch and another service call payment for the same diagnosis. The office manager said George was going to fix it. I wouldn't have had him come over again for the same diagnosis.

On 02-10-service technician diagnosed my furnace as needing collection box repair Paid $for services and diagnosis On the morning of 02-15-2017, the furnace didn't come on as scheduled and the red error light was blinking times I called and talked to office manager and asked for a different service person to come over and check to see if he might have a different idea about the problem She said that George figured out the problem, ordered a part and could come over on 02-17-I agreed to an 8:a.mappointment When George came over he said after a half hour that the problem is the collection box as he diagnosed before and he was going to clean the ignitor switch because it was rusty and wet And charged me another $ I feel that it was a bate and switch and another service call payment for the same diagnosis The office manager said George was going to fix it I wouldn't have had him come over again for the same diagnosis

As the owner of A-1 Mechanical, I strive to keep every customer satisfied with the level of service our team provides. It is extremely rare to have an issue that reaches this level. Typically if a customer has an issue we can resolve it with a phone call. I was not given that opportunity by Ms....

[redacted]. I sat down with my team after we received this complaint and went over the entire situation. After our technician made the initial diagnosis of the furnace on 2-10-2017, it is documented in the work order that Ms. [redacted] declined to have the furnace repaired per the technician diagnosis. After speaking with our technician, that diagnosed the issue, it was explained to me that she felt his diagnosis was incorrect and the problem had to be something else and the cost of the needed repair was too expensive. Payment was collected for the diagnostic call and the furnace was operational when our technician left. It was explained by our technician that due to the decline of the repair the furnace would most likely fail again soon. On 2-12-2017 Ms. [redacted] called myself and scheduled for a technician to come out 2-13-2017 and diagnose the furnace for what she thought was a different issue. As I was on my way to Ms. [redacted]'s home, she called the office and cancelled the service request because she got the furnace operating. Ms. [redacted] called the office on 2-16-2017 and scheduled for another service request because the furnace shut down again. It was explained to her that the initial repair that was quoted needed to made or the furnace would continue to shut down. Ms. [redacted] stated she did not feel the technician knew what he was doing and opted to keep the service request and check the furnace again and see if it was possibly a different issue. Our technician visited Ms. [redacted] on 2-17-2017 and diagnosed the same issue, after inspecting the entire furnace again at Ms. [redacted] request, as from the original service call. It was explained again of what the issue was and the cost to  make the repair. Ms. [redacted] declined the repair due to cost and paid the diagnostic fee plus tax. The issue with Ms. [redacted]'s furnace is a know issue among this brand of furnace. I have all 100% faith in our technician that made the diagnosis. He has over 25 years experience in the residential HVAC service industry. I am very sorry Ms. [redacted] feels she was mistreated or mislead. Our intention is to give every customer the information they need to make a confident decision in the investment of their heating and air conditioning equipment. I would be happy to work with Ms. [redacted] to resolve this issue in a fair way.