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A-1 Service Masters, Inc.

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A-1 Service Masters, Inc. Reviews (1)

Review: I contacted A-1 Service Masters to provide maintenance to central air conditioning unit. I was told by the person who answered the phone that for $159.00 the technician would clean the coils on the outside unit and do a check on the system. When the technician arrived he proceeded to use a machine to check on the performance. I asked if he would be cleaning my outside unit, as I was told on the phone. He asked if I had a water hose, I told him I didn't . He then said he could not clean the unit without a hose. I told him I was not made aware that I had to provide a hose. I asked why he didn't have a hose on his truck. He said he doesn't carry a hose on his truck. I told him I wasn't happy paying $175.00 and not having my unit cleaned. I called the office and owner told me the same thing, they don't carry a hose on the truck. Owner very discourteous making me as the customer feel like there was something wrong with me for not having a hose in my house.Desired Settlement: In the future this company should make the customer aware that they have to provide a means to clean the unit. My unit was running so for the company not to clean the unit no service was provided to me. I would like a full refund because I did not receive any service from this company.

Business

Response:

Attention: [redacted],

We are writing to you today in response to the letter dated 6/**/2014 concerning complaint ID [redacted] made by [redacted] of [redacted]. In her complaint, [redacted] stated that,

“I contacted A-1 Service Masters to provide maintenance to a central air conditioning unit. I was told by the person who answered the phone that for 159.00 the technician would clean the coils on the outside unit and do a check on the system. When the technician arrived he proceeded to use a machine to check on the performance. I asked if he would be cleaning my outside unit, as I was told on the phone. He asked if I had a water hose. I told him I didn’t. He then said he could not clean the unit without a hose. I asked why he didn’t have a hose on his truck. He said he doesn’t carry a hose on the truck. I told him I wasn’t happy paying $175.00 and not having my unit cleaned. I called the office and the owner told me the same thing. They don’t carry a hose on the truck. Owner very discourteous making me as the customer feel like there was something wrong with me for not having a hose in my house. “

She also claimed in her Desired Settlement that, “In the future this company should make the customer aware that they have to provide a means to clean the unit. My unit was running so for the company not to clean the unit no service was provided to me. I would like a full refund because I did not receive any service from this company.”

In response to this, we at A-1 Service Masters would like to state that when we went to render service at [redacted], we performed a complete checkup and found the system to be operating well. During a typical maintenance checkup, we blow out the drain line, check the Freon pressure, check the electrical connections, check the amperage, check and oil the condenser if applicable, check all operating controls, check the air temperature splits and check the filter. We also clean the outdoor condenser coil with water and, if needed, a chemical which must be washed off.

Contrary to what [redacted] has asserted, our trucks are equipped with hoses; however, they must be connected to a functioning water spigot in order for us to clean the condenser coil. When the technician asked her where her water spigot was, she replied that she did not have one, rendering it impossible for us to clean the condenser coil. In our subsequent telephone conversation, I inquired as to how we were supposed to render this part of our service without having access to an open water line. Her response was that our trucks should be equipped with water. As it takes a minimum of five gallons of water to clean a coil, with a typical day of a technician’s work involving several maintenance checkups and cleanings, this idea is completely preposterous. In the forty years that I have worked in this business, I have never encountered a house that does not have an exterior water spigot.

In any case, I agreed to send [redacted] a refund of $75.00, which was mailed to her on June **, 2014. I did not feel that she was entitled to a larger refund because she received the remainder of our maintenance service. I also find her assertion that she was made to feel like there was something wrong with her for not having a spigot to be an unfair claim. We at A-1 Service Masters have always acted with the utmost professionalism when doing our jobs. We have a longstanding commitment to providing quality service, and we stand behind every job. A fully licensed and insured company, A-1 Service Masters has established professionalism and accountability as a cornerstone of our business for the past 18 years. We truly value our A+ rating with the Revdex.com, and thank you for your attention to this matter.

Sincerely,

[redacted].

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Description: HEATING & AIR CONDITIONING

Address: 34 McArthur Avenue, Staten Island, New York, United States, 10312-1925

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