A-Quality Refrigeration Inc.

I did respond, I saw that Ms*** sent a second responseI really have nothing more to add to my first responseShe still believes she was some how wronged, and I feel we went out of our way to give her a fair dealwe ultimately charged her , far less than we could haveShe agreed to and signed off on what was quoted to herShe hasn't reported that she was having any issues with A/C unit we repairedIt's all about the costs, she wants to dispute after the job was completed If she didn't agree with the costs of the repairs, she should have declined and sent us on our wayThe cost of the parts were detailed on our invoice, if she thought there was a warranty she should have discussed it before she signed off on itPlease tell me what you think is fair?
Thank You,
***
A-Quality Refrigeration

Dear Sirs, 
 
In response to a complaint filed by Ms. [redacted]. We were contacted by Ms. [redacted]  on September 13th of this year to service a AC / Heat pump unit at a rental house she...

owns. This was on a Saturday afternoon , which normally after 12 , is time and a half.  My man arrived at approximately 4:30 pm. She never asked what the service charges would be.  A-Quality Refrigeration  has always charged a Service Call fee. Currently $ 75 . Includes trip mileage , diagnosis and the first 30 mins in the home. Then $ 75 for each additional hour. There are many service companies that advertise no S/F with repair. This is a gimmick, they charge on the back end using a flat rate for specific repairs. A-Quality has never used these deceptive practices , nor will we. My technician found the A/C unit out of freon. He preformed a leak search and located the leak at the Reversing Valve. He then informed Ms. [redacted] what the failure was , that we did not have the part on the truck , but could return Monday morning to complete repairs. My technician called me from the home, and discussed the repairs needed and pricing for the repairs. He informed me that the A/C unit was a late model unit. I asked him if the unit was under warranty. He told me that Ms. [redacted] told him it was not under warranty because it was a replacement unit for a unit that had been stolen.
 
He gave her a written estimate which she signed and agreed to. She paid him for a Service call, though she argued with my technician it should be free. He expained to her we always charged a service call.  My technician picked up the parts and supplies on Monday morning, needed to complete the job. I met him at the property to expedite the job. She also contracted us to install a service disconnect at the condensing unit, because it did not have one and was not up to code. We completed all repairs and contracted. About a week afterwards, I get a call from Ms. [redacted] asking me to refund her money for the the parts. She tells me there under warranty. I replay the discussion she had with my technician informing him there was no warranty . She denied the conversation ever took place . Either way, A-Quality was not the original installing dealer. And, is under no obligation to warranty a unit or part we didn't install. She should have gone back to that company if she believed there was a warranty. Which she did not. 
 
We made every effort  possible to do the job at a reasonable cost.  I waved the overtime normally charged, of $ 37.50, I lowered the cost we charge for freon ,usually $30 per lb. to $20 per lb. Unit holds 17.5 pounds- thats less $ 175.00. We usually charge $ 97.50 for a leak search which I waved. We installed a service disconnect , labor should have been $ 37.50, I waved it. We also usually charge $37.50 per hour for the second man X 3 hours= $ 112.50 . Again I waved these charges. So, if you add up at ll the charges we could have charged but did not . We saved her $ 422.50. 
 
She contacted me again, and requested a quote for another repair on a different property, I told her I would deduct $ 175.00 off the top of the cost of the repairs if we did the job for her. Even though, I was under no obligation to reimburse her for these costs. She  was given a higher quote from another contractor, then used my reduced quote to get them to lower their price. Which they did. She then came back to me again requesting I reimburse her for the parts and the service call charged even though our total labor was far less than what we should have charged her.  Ms. [redacted]  has twisted the facts to suit her desire to reduce her costs for A/C repairs.  
 
We have included copies of our invoices and our Quick Book entries. As, you will see my technician added the totals and calculated  the sales taxes improperly. He actually charged her less than the $ 75 per hour ,but stuck to the price he quoted her. 
 
Sincerely , 
 
[redacted]
A-Quality Refrigeration Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10260401, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
A Quality Refrigeration-[redacted] respond to Revdex.com on how his company always charge a service call, trip mileage, diagnosis and weekends at 1 ½ overtime. But I was never told on several phone conversation prior to my job site with [redacted]. I appreciated all the discounts and consideration [redacted] listed to Revdex.com regarding my repair; it is a news to me.  
On 8.2009 when first time my condenser broke down. Due to original installer disappear [redacted] Manufacture- [redacted] gave me a FREE courtesy repair from [redacted]. A Quality- [redacted] was the second time I have AC repair experiences.  
[redacted] people gave me two FREE estimate on two different properties prior to my rental AC broke down. I never met [redacted] until that day of repair.  He was refer to me by my handyman. And handyman never charges me for services call.  Why would I ask if there is a service changes when twice before was free estimate with no services charges from [redacted]?  As an owner of AC company I believes is [redacted] diligent to disclose all his charges to new customer prior to the job. Why keep this as secrete to public and only share to Revdex.com after my compliant? Non of these information was on his website.   If I was disclosed all these charges prior I would say NO to [redacted] and find other AC company.
What [redacted] said to [redacted] is a “HEARSAY”.  [redacted] never ask me if I have warranty.  And such proclaimed AC expert like A Quality Refrigeration- [redacted] responded to Revdex.com on my 2009 [redacted] Model #[redacted] is an older model? Any licensed AC contractor knows most manufacture has 10 years warranty on parts. [redacted] told me I was very lucky [redacted] lower the Freon from $30.00 per pound to $20.00 as a warranty price. I assume that is how A Quality Refrigeration handler my warranty parts with [redacted]. My condenser was registered in my name since 6.2009 I still have limited warranty until 6.26.2019. It was not a replacement or stole unit.  
Yes, I did paid $75.00 for the disconnect box installed. Yes, it was done without met the city code. But, this is irrelevant to my complaint. [redacted] stated all those other issues to evasive from the main point of this complaint- Manufacturer warranty parts. Never was issues on the installation company's services warranty. My complaint was focus on parts warranty that [redacted] said he has no obligation to honor after he replaced them. Is this how devious, scheming, and deceptive practices and a gimmick [redacted] describe to Revdex.com? I didn't not twisted the facts to lower the cost of repairs. Everything I paid to repair bills is tax deductible. I just don't like A Quality Refrigeration no tell no ask policy. [redacted] didn't not diligent to made aware of his charges prior the job.
I asked [redacted] why he is so angry all I want to have resolution on the warranty parts? [redacted] told me he don't like honor warranty. He said is such hassle to ship back the parts and not getting reimburse for the [redacted]ed up price he charged me. Therefore, he lost profits.  [redacted] did promised to refund me $200.00 on the phone. Then he lower to $175.00 included the return processing fee on text message.  After few weeks didn't hear from [redacted] nor [redacted] to pick up the parts. I called Kenny at [redacted] Manufacture Consumer Affairs 1.877.254.4729 wanted to return those parts myself. Kenny contract A Quality but [redacted] was out of town and can't be reaches. I sent many messages on A Quality Refrigeration- [redacted] website they were all been ignored.
If [redacted] willing to lost his reputation over $75.00 not refund me the services charge. But he should refunds me the warranty parts of $210.00. The parts still waiting for [redacted] to pick up.
 
Regards,
[redacted]

I did respond, I saw that Ms. [redacted] sent a second response. I really have nothing more to add to my first response. She still believes she was some how wronged, and I feel we went out of our way to give her a fair deal. we ultimately charged her , far less than we could have. She agreed to and signed off on what was quoted to her. She hasn't reported that she was having any issues with A/C unit we repaired. It's all about the costs, she wants to dispute after the job was completed . If she didn't agree with the costs of the repairs,  she should have declined and sent us on our way. The cost of the  parts were detailed on our invoice, if she thought there was a warranty she should have discussed it before she signed off on it. Please tell me what you think is fair? 

 

Thank You,

 

[redacted] 

A-Quality Refrigeration

I have reviewed the response made by the business in reference to complaint ID 10260401, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

A Quality Refrigeration-[redacted] respond to Revdex.com on how his company always charge a service call, trip mileage, diagnosis and weekends at 1 ½ overtime. But I was never told on several phone conversation prior to my job site with [redacted]. I appreciated all the discounts and consideration [redacted] listed to Revdex.com regarding my repair; it is a news to me.  

On 8.2009 when first time my condenser broke down. Due to original installer disappear [redacted] Manufacture- [redacted] gave me a FREE courtesy repair from [redacted]. A Quality- [redacted] was the second time I have AC repair experiences.  

[redacted] people gave me two FREE estimate on two different properties prior to my rental AC broke down. I never met [redacted] until that day of repair.  He was refer to me by my handyman. And handyman never charges me for services call.  Why would I ask if there is a service changes when twice before was free estimate with no services charges from [redacted]?  As an owner of AC company I believes is [redacted] diligent to disclose all his charges to new customer prior to the job. Why keep this as secrete to public and only share to Revdex.com after my compliant? Non of these information was on his website.   If I was disclosed all these charges prior I would say NO to [redacted] and find other AC company.

What [redacted] said to [redacted] is a “HEARSAY”.  [redacted] never ask me if I have warranty.  And such proclaimed AC expert like A Quality Refrigeration- [redacted] responded to Revdex.com on my 2009 [redacted] Model #[redacted] is an older model? Any licensed AC contractor knows most manufacture has 10 years warranty on parts. [redacted] told me I was very lucky [redacted] lower the Freon from $30.00 per pound to $20.00 as a warranty price. I assume that is how A Quality Refrigeration handler my warranty parts with [redacted]. My condenser was registered in my name since 6.2009 I still have limited warranty until 6.26.2019. It was not a replacement or stole unit.  

Yes, I did paid $75.00 for the disconnect box installed. Yes, it was done without met the city code. But, this is irrelevant to my complaint. [redacted] stated all those other issues to evasive from the main point of this complaint- Manufacturer warranty parts. Never was issues on the installation company's services warranty. My complaint was focus on parts warranty that [redacted] said he has no obligation to honor after he replaced them. Is this how devious, scheming, and deceptive practices and a gimmick [redacted] describe to Revdex.com? I didn't not twisted the facts to lower the cost of repairs. Everything I paid to repair bills is tax deductible. I just don't like A Quality Refrigeration no tell no ask policy. [redacted] didn't not diligent to made aware of his charges prior the job.

I asked [redacted] why he is so angry all I want to have resolution on the warranty parts? [redacted] told me he don't like honor warranty. He said is such hassle to ship back the parts and not getting reimburse for the [redacted]ed up price he charged me. Therefore, he lost profits.  [redacted] did promised to refund me $200.00 on the phone. Then he lower to $175.00 included the return processing fee on text message.  After few weeks didn't hear from [redacted] nor [redacted] to pick up the parts. I called Kenny at [redacted] Manufacture Consumer Affairs 1.877.254.4729 wanted to return those parts myself. Kenny contract A Quality but [redacted] was out of town and can't be reaches. I sent many messages on A Quality Refrigeration- [redacted] website they were all been ignored.

If [redacted] willing to lost his reputation over $75.00 not refund me the services charge. But he should refunds me the warranty parts of $210.00. The parts still waiting for [redacted] to pick up.
 

Regards,

Dear Sirs, 

 

In response to a complaint filed by Ms. [redacted]. We were contacted by Ms. [redacted]  on September 13th of this year to service a AC / Heat pump unit at a rental house she...

owns. This was on a Saturday afternoon , which normally after 12 , is time and a half.  My man arrived at approximately 4:30 pm. She never asked what the service charges would be.  A-Quality Refrigeration  has always charged a Service Call fee. Currently $ 75 . Includes trip mileage , diagnosis and the first 30 mins in the home. Then $ 75 for each additional hour. There are many service companies that advertise no S/F with repair. This is a gimmick, they charge on the back end using a flat rate for specific repairs. A-Quality has never used these deceptive practices , nor will we. My technician found the A/C unit out of freon. He preformed a leak search and located the leak at the Reversing Valve. He then informed Ms. [redacted] what the failure was , that we did not have the part on the truck , but could return Monday morning to complete repairs. My technician called me from the home, and discussed the repairs needed and pricing for the repairs. He informed me that the A/C unit was a late model unit. I asked him if the unit was under warranty. He told me that Ms. [redacted] told him it was not under warranty because it was a replacement unit for a unit that had been stolen.

 

He gave her a written estimate which she signed and agreed to. She paid him for a Service call, though she argued with my technician it should be free. He expained to her we always charged a service call.  My technician picked up the parts and supplies on Monday morning, needed to complete the job. I met him at the property to expedite the job. She also contracted us to install a service disconnect at the condensing unit, because it did not have one and was not up to code. We completed all repairs and contracted. About a week afterwards, I get a call from Ms. [redacted] asking me to refund her money for the the parts. She tells me there under warranty. I replay the discussion she had with my technician informing him there was no warranty . She denied the conversation ever took place . Either way, A-Quality was not the original installing dealer. And, is under no obligation to warranty a unit or part we didn't install. She should have gone back to that company if she believed there was a warranty. Which she did not. 

 

We made every effort  possible to do the job at a reasonable cost.  I waved the overtime normally charged, of $ 37.50, I lowered the cost we charge for freon ,usually $30 per lb. to $20 per lb. Unit holds 17.5 pounds- thats less $ 175.00. We usually charge $ 97.50 for a leak search which I waved. We installed a service disconnect , labor should have been $ 37.50, I waved it. We also usually charge $37.50 per hour for the second man X 3 hours= $ 112.50 . Again I waved these charges. So, if you add up at ll the charges we could have charged but did not . We saved her $ 422.50. 

 

She contacted me again, and requested a quote for another repair on a different property, I told her I would deduct $ 175.00 off the top of the cost of the repairs if we did the job for her. Even though, I was under no obligation to reimburse her for these costs. She  was given a higher quote from another contractor, then used my reduced quote to get them to lower their price. Which they did. She then came back to me again requesting I reimburse her for the parts and the service call charged even though our total labor was far less than what we should have charged her.  Ms. [redacted]  has twisted the facts to suit her desire to reduce her costs for A/C repairs.  

 

We have included copies of our invoices and our Quick Book entries. As, you will see my technician added the totals and calculated  the sales taxes improperly. He actually charged her less than the $ 75 per hour ,but stuck to the price he quoted her. 

 

Sincerely , 

 

A-Quality Refrigeration Inc.