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***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 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 A/C Heating and Air to perform this service.Fifth, the service provided by 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 A/C Heating and Air will not be dispatched to our residence for any future service calls Regards, [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***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 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 A/C Heating and Air to perform this service.Fifth, the service provided by 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 A/C Heating and Air will not be dispatched to our residence for any future service calls Regards, [redacted] ***