A & G Insurance Agency

I am rejecting this response because: At no time did [redacted] inform my father of the cost, or get his consent to add coolant or stop leakNot when he set up the time to come out on Saturday, or while he was there, he just added the coolant and stop leak without his consent!! I believe he was just taking advantage of my year old father, figuring he would pay whatever he was chargedI do agree he offered my father a $100.00, but my father felt that was an insult, and told him to keep it! As far as trying to blame me for "stirring the pot" I'm a good son, and I'm watching out for my father! It's clear by their response, they are saying my father is a liar, and that he was told of the up front cost and gave his consent! HE DID NOT!! If he was, he would not have given consent!! As far as me saying he was charged for hours, that is what I was told by them, that he put on his time card, but later they changed their story, because that made them look badIt would seem that they don't want to admit they took advantage of my father, I've tried to settle on a fair price with them, but they want to stick to their story!! Booth parties have said the opposite of each other, so the only thing we can look at is the invoice! ( SEE ATTACHMENT ) Which clearly show no work to be done, and no consent given for any work to be done!! It is sad, that this is how they do business!!!

After regular working hours on Friday July 28, 2017 at 5:32 pm, Mr. [redacted] called A&A and was received by our answering service. The answering service contacted A&A‘s on-call service technician ***, who subsequently called Mr. [redacted] and let him know that an after-hours/weekend call... was a diagnostic fee of $189.00 plus any repairs required. A time was then set to come out on Saturday at 9:00 am. On 9:00 am July 29, 2017, [redacted] arrived at Mr. ***’s home and upon checking his outdoor condensing unit found the unit low on refrigerant. [redacted] told Mr. [redacted] that R-22 was $145.00 a pound and he wouldn’t how much refrigerant it will actually take until it is recharged. He also explained that there is a recommended additive that treats the compressor and attempts to fix very small leaks for $200. Mr. [redacted] agreed to the process. [redacted] weighed the bottle of refrigerant and at the end of the charge he used two and half pounds (2-1/2 LBS). The total bill including the diagnostic, refrigerant and additive totaled $695.00. The tech said that Mr. [redacted] was satisfied and paid the bill with a credit card. We have a signed copy on the service tag. The complaint started August 1st when ***, Mr. ***’s son, called our office and stated that we had overcharged his father. He proceeded to tell us how to run our business and the amounts we should be charging for material and labor which he found on the internet. At first he told me that [redacted] was only there for only 17 minutes and he was charged for two hours. He also made a comment on the practice of how we determine the quantity of refrigerant installed. [redacted] stated that a pre-approval was not signed. Pre-approval was obviously authorized verbally by the homeowner, Mr. ***, or else the tech would not have performed the service. Verbal pre-approval is common, standard and required just like the verbal pre-approval for the tech to come out on an after-hours call in the first place. I explained to [redacted] that the area of the service ticket for pre-approval is to get the okay on a part in which we have to order form the manufacturer. It is not necessary in this case where we carry the refrigerants and the sealants in the vans because there is no ordering involved. Nevertheless, I told [redacted] that I would look into this matter and call him back. After reviewing ***’s service tag I called [redacted] back the following day and explained [redacted] was at the residence for ½ hour and this call was not based on a time and material basis. It was charged based on the diagnostic charge, the amount of refrigerant and additive. [redacted] electronically weighed in the amount of R22. I told [redacted] I was going to call his father on this matter, which I did. [redacted] is a very seasoned tech and always gives the homeowners the price to come to a residence especially on a weekend call and after hour’s calls. He knows that R22 is costly so he always makes positively sure that the homeowner is aware the potential price ahead of time. I did in fact offer Mr. [redacted] $100.00 off his bill as a gesture of good will. Mr. [redacted] stated that he did not want any money back if that was correct the bill for what was done. I told Mr. [redacted] that the charge for the work done was correct. Mr. [redacted] stated for A&A to keep the $100. We parted amicably which leads me to believe that the problem here is the son, ***, who was not involved in this transaction, nor was he present at the service call. Why he is “stirring the pot” is unknown to me.Sent on: 8/11/2017 4:54:25 PM

I am rejecting this response because: At no time did [redacted] inform my father of the cost, or get his consent to add coolant or stop leak. Not when he set up the time to come out on Saturday, or while he was there, he just added the coolant and stop leak without his consent!! I believe he was just taking advantage of my 82 year old father, figuring he would pay whatever he was charged. I do agree he offered my father a $100.00, but my father felt that was an insult, and told him to keep it! As far as trying to blame me for "stirring the pot" I'm a good son, and I'm watching out for my father! It's clear by their response, they are saying my father is a liar, and that he was told of the up front cost and gave his consent! HE DID NOT!! If he was, he would not have given consent!! As far as me saying he was charged for 2 hours, that is what I was told by them, that he put on his time card, but later they changed their story, because that made them look bad. It would seem that they don't want to admit they took advantage of my father, I've tried to settle on a fair price with them, but they want to stick to their story!! Booth parties have said the opposite of each other, so the only thing we can look at is the invoice! ( SEE ATTACHMENT ) Which clearly show no work to be done, and no consent given for any work to be done!!  It is sad, that this is how they do business!!!

After regular working hours on Friday July 28, 2017 at 5:32 pm, Mr. [redacted] called A&A and was received by our answering service. The answering service contacted A&A‘s on-call service technician [redacted], who subsequently called Mr. [redacted] and let him know that an after-hours/weekend call...

was a diagnostic fee of $189.00 plus any repairs required. A time was then set to come out on Saturday at 9:00 am. On 9:00 am July 29, 2017, [redacted] arrived at Mr. [redacted]’s home and upon checking his outdoor condensing unit found the unit low on refrigerant. [redacted] told Mr. [redacted] that R-22 was $145.00 a pound and he wouldn’t how much refrigerant it will actually take until it is recharged. He also explained that there is a recommended additive that treats the compressor and attempts to fix very small leaks for $200. Mr. [redacted] agreed to the process. [redacted] weighed the bottle of refrigerant and at the end of the charge he used two and half pounds (2-1/2 LBS). The total bill including the diagnostic, refrigerant and additive totaled $695.00. The tech said that Mr. [redacted] was satisfied and paid the bill with a credit card. We have a signed copy on the service tag. The complaint started August 1st when [redacted], Mr. [redacted]’s son, called our office and stated that we had overcharged his father. He proceeded to tell us how to run our business and the amounts we should be charging for material and labor which he found on the internet. At first he told me that [redacted] was only there for only 17 minutes and he was charged for two hours. He also made a comment on the practice of how we determine the quantity of refrigerant installed. [redacted] stated that a pre-approval was not signed. Pre-approval was obviously authorized verbally by the homeowner, Mr. [redacted], or else the tech would not have performed the service. Verbal pre-approval is common, standard and required just like the verbal pre-approval for the tech to come out on an after-hours call in the first place. I explained to [redacted] that the area of the service ticket for pre-approval is to get the okay on a part in which we have to order form the manufacturer. It is not necessary in this case where we carry the refrigerants and the sealants in the vans because there is no ordering involved. Nevertheless, I told [redacted] that I would look into this matter and call him back. After reviewing [redacted]’s service tag I called [redacted] back the following day and explained [redacted] was at the residence for ½ hour and this call was not based on a time and material basis. It was charged based on the diagnostic charge, the amount of refrigerant and additive. [redacted] electronically weighed in the amount of R22. I told [redacted] I was going to call his father on this matter, which I did. [redacted] is a very seasoned tech and always gives the homeowners the price to come to a residence especially on a weekend call and after hour’s calls. He knows that R22 is costly so he always makes positively sure that the homeowner is aware the potential price ahead of time. I did in fact offer Mr. [redacted] $100.00 off his bill as a gesture of good will. Mr. [redacted] stated that he did not want any money back if that was correct the bill for what was done. I told Mr. [redacted] that the charge for the work done was correct. Mr. [redacted] stated for A&A to keep the $100. We parted amicably which leads me to believe that the problem here is the son, [redacted], who was not involved in this transaction, nor was he present at the service call. Why he is “stirring the pot” is unknown to me.Sent on: 8/11/2017 4:54:25 PM

[redacted], I received a check for $297, today, from A&A Heating and Air Conditioning, That check satisfies my Revdex.com claim in full. Thanks so much for your support.