A/C Smart Cooling & Heating

Dear A/C Smart:
I read your response to my complaint.  I’m very confused because I never received the follow up appointment with pressure check and repair. This is part of the problem that your company does not know what  people in the company  are doing there.  I canceled the service before anyone was asked to come out when I realized that I could not trust your company to make the correct repairs.   I got the run around by your staff answering the phones.  I was told that a non-master A/C repair person came out to my house initially and added a lot of Freon to a system that was leaking without checking anything. The staff person was very clear that we didn’t get an experienced A/C tech which is weird.  Why would you send out an inexperience A/C tech when things like this happen? The unit continued to leak to empty and this is when I called your company to come out again but with all the run around I decided it was not in my best interest to continue with your company.  I paid your company $599.00  to check my system out.  He cleaned the coils and added a lot of Freon.  He said it was good to go.  This was your tech that you hired to do the work.  He did not do the job correctly which is what he was paid to do. I ended up calling a company here in Tucson.  He came out and saw that the coil was damaged and had leaked to empty.  It was not repairable.  I purchased a new unit.  My complaint is that you had a non-master A/C person come out,  charge me a lot for the service and did not find the problem leaving me with another service call adding more cost to the problem which should have been resolved on the first visit.  Had the first tech been a person who knew what he was doing I would have purchased a new unit from you and the $599.00 would have gone towards the purchase instead of down the drain.  [redacted]

Please let me know what I can do to make the customer happy? Maybe I can offer to pay for her new unit she bought from another company? Or maybe I could buy her a new house while I'm at it just so long as she is happy. I would also like to send her entire family to Hawaii for all the stress she has had deal with. Please let me know what she would like since we can't close this matter until the customer satisfied. Oh wait, I guess she is not a customer of yours I guess I am since I'm paying you to be a member.

I'm sorry to hear that Mrs. [redacted] was not happy with her service. Mrs. [redacted] has purchased a 2 year maintenenace agreement which entitles her 2 maintenance visits per year...

for the next 2 years. Included in this agreement is priority service before any non-maintenance customers as well as no charge for the initial service call and the diagnostic service. If a repair is needed then the customer would receive 20% OF ALL PARTS AND LABOR ON ALL REPAIRS. A freon leak can be a difficult problem to find the leak and sometimes it not repairable depending where the leak is. Our company policy is to perform a visual and a hearing test to see if we can find the leak if we can't find the leak it is our policy to charge the system with Freon to determine if there is a leak and also if we are able to find the leak. The Freon leak lasted 4 months and we had to perform a leak test on the system to determine where the leak was. We did find the leak and repaired the leak and this has taken care of the problem. The charges the customer received were for the leak test and the leak repair which was performed. We did not charge the customer for the additional Freon and even discounted the service from $700 to $535.00. We will stand behind our Freon repair and if this Freon leak is not repaired we will fix this problem at no additional cost to the customer. Please let us know if this satisfactory with the customer since their unit has been working properly ever since. Thank You, [redacted]President

There were two AC companies bidding for the work. The prices were very close. I spoke to [redacted] and he agreed to add duct testing at my house - the ac unit was installed at a rental property. The only reason I chose his company was to get the testing done at my house. One of the other offers was to pay for my tenant to stay at a hotel since the AC didn't work. My wife negotiated with them and the agreement was to pay $100 for the tenant to stay at a hotel.

We received a check for $71.39 instead of $100. The check bounced. I am very surprised that a company with an A- rating doesn't understand checking accounts.

[redacted] won't call me back. I want a check that doesn't bounce for the cost of the duct testing and the $100 that was agreed on.