Adair Solar

Review: In Mid-August of 2013, I received a call from a man who said he was with Adair Home located in Mesa. He said he was contacting home owners to let them know about a special promotion dealing with the installation of a solar water heating unit. Qualifying homeowners could have a solar water heater installed and would receive rebates and payments from Adair, APS, the state of Arizona, and the federal government. These payments would cover 55% of the cost of the equipment and installation and would mean no out of pocket costs to me. My costs for the solar unit would be the remaining 45% of the price. This expense would be set up as a loan that I would make monthly payments on. The monthly payments would be covered by a significant savings in my monthly energy usage so that the net cost to me per month would be very minimal.

I advised this sales person that my wife and I had lived into our home in Sun City West for just one year and I wasn’t sure how much energy we would be using. He said that if we supplied copies of our previous 12 utility bills, Adair could determine if we would be a good candidate for the solar water heater. He also said that this promotion included the installation of a radiant barrier in our attic and the application of an Aeroseal product to our heating/cooling duct work. He said that all of these items would reduce our energy use by up to 30% and this would allow the system to pay for itself in several years. I was also asked if I filed a federal and state tax return. I told him that I did and that my wife and I had received a small refund for the 2013 tax year.

At this point, the man said that he would review my energy bills and get back to me to see if we would qualify for the rebates. About a week later, I received a call from Adair advising me that our home would in fact benefit from having the solar water system and other energy saving items installed. He again mentioned that this would be done without any out of pocket cost to me. So I agreed to have a sales representative come to my home for more information.

On August 23, 2013, [redacted] Coovill came to my home and spent about 1 ½ hours explaining how a solar water heating system works. He also talked about what the radiant barrier is, how it is installed, and how it would dramatically reduce the cooling costs for my home. He also explained how the Aeroseal process would greatly improve the air movement through our duct system, prevent leakage of hot and cold air when the furnace or air conditioner was running, and save us money on energy costs. He said that based on the analysis that Adair had done using our previous 12 gas and electric bills, we could expect to see our energy usage drop by almost 30%. He then asked if I would be filing a tax return in 2013. I said that I would but that as of 2013 I am fully retired. I told him that the only income we have is derived from withdrawals from my IRA and a small monthly social security payment that my wife gets. He said that that would be fine for us to qualify for the energy payments from both Arizona and the federal government.

At this time, he said that the cost of the entire energy saving system that Adair would install would be $16,990. He said that Adair would pay the $2000 down payment leaving $14,990. He then told my wife and I that we would get $5098 from the federal government and $1000 from the state of Arizona. We would also receive a payment from Adair for $2200. All of these incentives would total $8298 and would cover the initial costs of the system so that we would not incur any out of pocket expense getting the system installed. The remaining balance of $6692 would be set up on a payment plan that would be approximately $83 per month. I would be responsible for making these payments over a seven year period. He wrote down that we could expect to see savings of $73 per month on our energy bills so that the net cost of this system would be $11 month.

He went on to explain how the value of our home would be increased by having the solar water heater installed along with the other energy saving equipment. He explained that there was a ten year warranty for the water heater and that the other items had similar warranties. He said that the installation process was very quick and would not be intrusive. He said that with future expected increases in gas, electric, and water rates, this system would be a great benefit to us. And he reiterated the fact that since we would not have any out of pocket upfront costs, this system was a great value.

I asked [redacted] if there were other homes in our immediate area that had purchased this system and could be contacted as references. He said that there were but that he didn’t have a list available. I asked him how soon he would need to know if we wanted to purchase the system. He said there was no set deadline to accept the offer but that he had driven over from Mesa and would like to close the deal that day if possible. My wife and I talked it over and felt that based on what we had heard from the initial call from Adair and from [redacted], we would purchase the system. We signed the papers and [redacted] said that Adair would contact us to get the installation going. [redacted] gave me his cell number and told me to call if I had any questions, but that I would be getting information from the Adair office.

That is the background to our purchase of the solar water heater and other equipment. On numerous occasions, I was told that I would not have any out of pocket expenses in buying this system. I was told this by the first Adair person to contact me and by [redacted]. After the system was installed, I began dealing with [redacted] in the Adair office. She told me about setting up a loan with one of several financing companies that they deal with. I selected Greensky and began receiving correspondence from them regarding two loans. The first was for $6692 and was set up to paid with five payments of $44.56. Then, beginning in February 2014, the payments would be the $83.47 amount that [redacted] had shown me. The second loan was for $8298 and is due in August, 2014. This interest on this loan will be waived if paid in full by the due date. I called [redacted] at Adair to ask her how this loan was going to be handled. She said that this would be paid for by the payments that I would get from Adair, State of Arizona, and the Federal Government. I asked when I would get all of these funds and she told me they would come sometime after the first of the year.

In November, I received a check from Adair for part of the $2200 payment that they were giving me. By early January I had received several more payments totaling $2200. In late January, I called [redacted] and asked if there was any paper work that needed to fill out in order to get the $6098 from Arizona and the Feds. At this time, she told me that I would be getting that back from my income tax. I told her that I didn’t have any paper work explaining how to get the money and she said she would send that to me. She also said that if I needed help in filling these out to call and she could assist me. She then sent me federal and state tax forms for energy credits. I called her back saying that I had read the forms but didn’t understand how to complete them. She told me to contact [redacted] Back who would help me out. I did call Bob and he walked me through the forms.

It was at this point I realized that I was not going to be issued a check from either the State of Arizona or the federal government. I have no tax liability for either state or federal because my income in 2013 was not enough to trigger a big tax. Using standard deductions and the personal exemptions, my adjusted gross income puts me in a zero bracket and I owe no tax. I will receive a refund of the tax that was withheld this past year. I tried to call [redacted] Coovil to ask him about this but I only get a female voice telling me to leave a message. I have done so three times but have not received a response.

On February 5, I call Adair and talked to Jennifer. I told her about my tax situation and she said that I should call Greensky to talk about adjusting the terms of my loan. I told her that this isn’t an issue about the loan; it is an issue about Adair not being upfront about the tax credits at the time of the sales presentation. She said that she would talk to Greensky and have them call me. I told her to call me as soon as she talked to Greensky. By February 11, she had not called me back. So on the 11th; I e-mailed [redacted] using the Adair website. I stated that I was concerned that my wife and I have been misinformed about the upfront costs of the system when Adair first called me and when [redacted] came to my home. I said that it was important that I meet with [redacted], Clay Wagner; Adair’s business manager, and [redacted] Adair; Adair’s head of customer service. I said that there were serious issues about how this system was sold to me and I need answers. I also said that I felt that these issues could be mutually resolved if we can just talk things over. I never received a reply from [redacted] or anyone else at Adair to that e-mail.

I called [redacted] Back to explain my tax situation and asked if I can expect any monies from the government. He said he didn’t think so but requested that I send him my returns so that he could look them over. I e-mailed them to him on Friday, February 14. He replied that he would look them over and get back to me on Monday. As of today, Thursday, February 20, I have not heard from him.

On Wednesday morning, February 19, I called [redacted] at Adair and asked why no one has responded to my requests for help. She said that she hadn’t seen my e-mail and that it would have gone to someone else in the office. I said that this is a serious matter and I need to speak to [redacted] Adair at once. She assured me that she would contact him and that he would call me back. It has been two days since my call and [redacted] has not called me back.

I have lost all patience with Adair Home and have decided to contact the Arizona Revdex.com. In looking on the Revdex.com website, I have discovered that Adair has had other complaints about misleading sales tactics. The pattern is the same in that people are told that they will not have any out of pocket costs to install this system. That is just not true. I would need a taxable income of over $65,000 in order to owe enough tax to take advantage of the federal and state tax credits. I told [redacted] Coovill that I had no income other than withdrawals from my IRA and that we would be careful about taking money out in our first year of retirement. I have spent a lot of time calculating how long my IRA will last in retirement based on practical yearly withdrawals. Taking $65,000 out right now is not practical. If I had been told by Adair and by [redacted] that I would need that much income in order to get the solar system installed, I would have declined in a minute. But [redacted] knew that we would need to have income of $65,000 or more because the $5098 federal payment that he kept touting is very close to the tax liability on a $65,000 income. And if [redacted] knew this, then the management of Adair knows this too. Based on the complaints in the Revdex.com, others feel the same way.

Adair should not be allowed to make sales presentations on false promises and half truths. They are not being open and upfront about the true costs and payment requirements involved in purchasing this equipment. Even worse, they choose to ignore my requests for information and answers. [redacted] Coovill, the only person representing Adair that I have ever met face to face, doesn’t appear to be working for them anymore. I don’t know if he quit or was fired, but I have not heard a word about him since he walked out my door on August 23, 2013. I have found out that the initial call that I received from Adair wasn’t really from Adair. Adair uses a marketing company to do their cold calling. They make the same false promises that I got from [redacted] about no out of pocket costs and huge energy savings. A good quality company should not have to rely on telemarketers and robo calling to get customers.Desired Settlement: I feel that Adair should pay the $6098 that is supposed to be covered by the federal and state tax credits. I will pay the $2200 that Adair has given me and this will take care of the $8298 loan with Greensky that is due in August. Adair can write a new loan to me in which I will agree to repay the $6098 with this loan being due in early 2016. This will give me two years to be able to use the tax credits and recover these funds that I was told I would get this year. This means that I will have to alter my original intent for retirement planning and the use of my IRA. But I will make these adjustments and I feel that Adair can do the same.

Business

Response:

I spoke to Mr. [redacted] yesterday and we will be working toward a solution to this situation. I will report back as soon as we get an agreement in place.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Received a unsolicited call from [redacted] at Adair this evening. When I told him I was on the Do not call list he rudely hung up on me. Total A-hole

This company sold a Solar water heating system to my step father. The salesman lied about the product, the savings, the rebates available. The salesman was told that [redacted] had terminal cancer, he assured them the debt would "Go Away" when [redacted] died! Liar, a lien will be placed on the home that [redacted] left for my mom. The product is Over-priced, Over-sized, in-efficient, A FRAUD being perpetuated not only on the Victim/Clients but also on our Utility Companies as well. I am contacting all the local media!

Review: I contacted Adair Solar about their solar program. The sales rep. came into my house and explained how the program worked to me and my wife. He said that we would get a new hot water heater, attic solar insulation, ac service and our ac vents checked and sealed if we had any leaks. The sales rep flat our told me that there would be no out of pocket costs, that this product would save us money every month and that the cost of the system would be paid for by federal, state and Adair rebates. I asked him very pointed questions such as "Why doesn't everyone do this?", "What is the catch?", "Is there any cost to me?", "Do all of the rebates cover the cost?" He answered all of the questions satisfactory and my wife and I thought that this would be a good deal. He also told us that we would get the rebate checks in the mail and that basically we are the middle men and we just have to forward the checks onto the financing company. He also told us that he had to do a "soft Credit Check", to ensure that we are the home owners. So he did that we passed the check. So we signed up and they installed the system.

So a month later we get our f[redacted]t bill and I start looking at everything a lot more closely. We will only get half of the money back in rebates and the other half we are liable for. Also the credit check was not a "Soft Credit Check", it was a full on credit check that I did not pass and so they put all of this on my wife's credit without informing us and now her D.T.I. is all messed up. So we are held liable for a bill of $7,500 that we were totally mislead on. Also he quoted me that this system would save us $28,740 over a 10 year period and that we would start seeing savings immediately. Well is has been 4+ months and we not saving any money and we are paying out of our own pocket for this product that is not saving us money. If you do the math we should be saving around $240/month. That is a total lie.

I have called Adair and expressed my concerns. They told me that how they justify this system not costing anything out of pocket is by the "cost savings" that I will be getting each month. I have also been to their office and met with them and talked with their office manager and Operations manager. [redacted] (Operations Manager) finally got back to me and told me that they will not do anything because I signed an agreement.

I believe that this whole product and they way it was represented was fraudulent and misleading.

Thank you,

[redacted] ###-###-####Desired Settlement: I am requesting Adair to honor what their Sales representative told my wife and I. That Adair cover the other half of the bill.

Business

Response:

We did meet with Mr. [redacted] and he purchased the energy saving system he indicated. At the point of sale our salesman are trained to show the customer with tax credits, rebates, and energy savings this system can cost you no extra money out of your pocket compared to what you are currently spending. It does however take time to realize this as it is a long term investment. Mr. [redacted] knows the rebates and tax credits only cover about half of the investment because the salesman [redacted] prepared a purchase order worksheet or (estimate) detailing how much is available in credits and rebates. According to the estimate our sales person [redacted] showed Mr. [redacted] a total of $6,997.00 in rebates and tax credits. He also wrote that a net investment would be $7993.00 with payments from ** of $187. We also have a credit application filled out and signed by our representative [redacted] and Ms. [redacted]. After the credit was approved we installed the job according to contract. We estimated the system we install could possibly save between 25% - 40% of the power usage. We have a contract to guarantee 25% savings of usa** in the f[redacted]t year or we will pay the difference in the utility bill for that year. We did not quote savings of $240. We have noticed in February Mr. [redacted] gas bill usa** has been reduced 79% and in March the gas bill usa** has been reduced 57%. The electric usa** has decreased 5% in February and 3% in March. This is not as high as normal on electric so will continue to monitor the bills and perform a system inspection before our scheduled 6 month evaluation. I will have [redacted] reach out to schedule Andy our field supervisor.

I think the overall issue was not mentioned in Mr. [redacted]’s complaint the way our company sees it. When we pre-quality our potential customers we ask them if they pay federal taxes. At the point of sale we ask customers if they pay taxes. When our Operations Manager [redacted] and Customer Service Rep [redacted] met with Mr. [redacted] to discuss his issue the no extra money out of pocket was dependent on receiving the federal and state tax credits and all the rebates. It was after that when Mr. [redacted] spoke to our tax consultant we learned he may not be getting the tax credits because of a settlement agreement with the [redacted]. If Mr. [redacted] had disclosed to us his tax problem we would have not done this contract until that was settled. We know that if you do not get the tax credits we will not be able to do this program with no extra money out of your pocket. The good news is Mr. & Ms. are working and should be able to get all the tax credits over the next 5 years per the tax code. Furthermore, Mr. & Ms. [redacted] knew they would have a payment of $187 until they were able to do their taxes in 2015 for the 2014 tax year. Mr. [redacted] came into our office asking the same thing and he was not granted money back on his contract. On the back of the contract we have a specific line about tax credits not being our company’s responsibility we want our customers to make sure they will get the tax credits. We respectfully deny the request of paying for half of the bill this customer has when he agreed in contract to pay the total amount.

Sincerely,

General Manager

Consumer

Response:

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

When the sales person ([redacted]) came to my house he spoke with my wife and I, he specifically told us that this system would cost us nothing, that there would be no out of pocket costs and that we will be sving money. This is not true. We are currently paying over $100/month and [redacted] NEVER told us that we had any out of pocket expenses, in addition we are not saving the money that was shown on the worksheet. I asked very specific questions to [redacted] and asked very pointed questions. He showed me the bottom line where it states 0 net monthly out of pocket. My wife and I feel decieved and mislead by [redacted]. you can look at the worksheet and saee the "savings" that [redacted] wrote down, but that is not how he expalined how he got to the 0 out of pocket. He specifically told us that between rebates, federal, state and adair that we would not pay a dime. He DID NOT say that the savings that you are getting is to pay for the system. It was a bait and switch. He had us focused on the 0 out of pocket and not how he got there.

Regards,

Business

Response:

This customer is requesting a dollar amount back we cannot possibly do. He is asking for half of the money he invested in this project. This is not a possibility with the argument the customer is attempting to make. I explained the sales process we present the tax credit and rebates covering half of the system investment. The tax credit and rebates only come back after taxes are done in 2015. The phrases no extra money out of pocket comes after all the tax credit and rebates come back to the homeowner. This customer is claiming we told him the system would cost him nothing. This is not true. The customer financed $14,990 at a 7.99% interest rate. We presented a $187 monthly payment until $6990 was paid off and the payment would then drop to $98 until the $7993 amount was paid off. They have been making a monthly payment since February.

I know I can help this customer save 25% of the utility usage. If we don’t save 25% in the f[redacted]t year we will pay them the cash difference in the bills and look to adding other products to help them save. They need electrical and gas utility savings to help pay for the loan they have. This is a major part of our presentation. This is why we say we do not want our customers to pay any extra money out of their pocket from what they are currently spending.

I cannot reconsider my position on a 10 year contract we are only in the 4th month of. I think the customer is starting to regret the purchase and is using the Revdex.com to try to get their money back. This is just not possible with the type of system they had installed. This customer had the three day right to cancel and if they did not want to pay the total amount for the project they should have cancelled. We plan to visit this project at six months and one year to perform checkups and evaluations. We will also come out each year for the next 10 years to make sure the systems are working according to the manufacture specifications. We are confident we can help the customer with the system if they can agree to allow us to help them.

Sincerely,

I was contacted with an offer of a free inspection and tune-up, and the technician,[redacted], did just that, no bait and switch or sales pitch, just left me with some information for additional services regarding solar electrical systems to save on energy costs. [redacted] was professional, courteous, and respectful. Great job.

Very friendly, great service and available to answer any questions. would recommend to others.

Review: After receiving a phone call offering a heating and cooling inspection service from your company we agreed to have our A/C unit checked for $25. We were not having any A/C problems, but believed this was what you were supposed to do. Your service technician came out and suggested that we needed 3 to 4 lbs. of coolant at the normal price of $125/lb, but that you would give us a bargain at $100/lb. We declined since we were having no A/C issues and to give us time think about the offer. Two days later our A/C stopped working. We felt like we were scammed and we were!

Due to our mistrust of Adair, we called a 2nd party out to evaluate our situation. We were now completely out of coolant. Our unit leaked 3 to 4 lbs. of refrigerant in 2 days (or possibly up to 7 lbs. since we wouldn’t trust Adair’s inspection)? The technician thoroughly checked for and found no leaks. $500 later (at only $50/lb. for coolant) our A/C was again working.

We contacted Adair and my wife, [redacted], was yelled at and told that she was trying to scam Adair. After talking to [redacted] and several weeks going by another Adair service technician came out to assess our situation. He looked at the unit several times while arguing with my husband and insisted that there was no leak, but also that Adair’s assessment and actions were legitimate. He repeatedly told us that there is absolutely no way to tell within a reasonable range (give or take ~0.5 pounds) how much coolant an A/C unit is missing, which is not true. He decided to take one more look before leaving and, low and behold, he found a leak at the valve where the gauge was hooked up.

Since we didn’t trust Adair at all anymore, we had a 3rd company come out for another $75 to hopefully shed some light on the situation. He also found that there was no leak. He explained that coolant was very pricey and that he charged $40 lb for coolant. Thankfully we did not need any. This new information really proved to us that Adair, who had offered us the bargain price of $100/lb. of coolant when the two other companies were $40 and $50, were definitely scamming us! This 3rd technician also explained that it would be extremely rare to have a leak at the unit when the unit was not even 5 years old. He said most leaks would happen in the system and would usually be seen in the attic. Funny, you guys never even looked in our attic, but the 2nd party did. This 3rd party also explained that coolant could easily leak out very quickly if the caps weren't put back on tightly. Hmm, very interesting. This could definitely explain how our A/C unit stopped working a day and a half after the initial Adair technician left.Desired Settlement: So now we are out of $600 when NOTHING was wrong with our A/C unit until Adair came out and SCAMMED us! [redacted] has recently not been returning my husbands phone calls. They did send us a check for $250, but that is hardly fixing the problem. We have been more than patient, but enough is enough. We want our expenses fully reimbursed and hope that is enough to teach Adair not to get involved in shady business practices. Nobody should have to experience what we did! We are preparing to go to the news as well. This situation is ridiculous and how Adair is handling it is completely unacceptable! Adair is nothing but a scam! We will not be scammed and do not want anyone else to be either!

Business

Response:

After receiving this complaint we defiantly need to respond to present the other side of the story. We contacted the [redacted] they agreed to have our company come out to check the cooling system of the home for a $19.95 promotional we were offering. Air conditioning manufactures and contractors recommend this service to be performed each year to prevent major problems. This customer let us know in he five years or so they have not provided this recommended service for the heating and cooling system at their house. Upon doing the check up our technician recommended the customer add refrigerant to the system to bring it back to manufacture specifications for approximately $500. We also recommended replacing a Schrader valve do to the age of the system. The customer chose not to pay us for the needed services and we collected the $19.95 and left.

Sometime later I was called by the customer who was upset with the service we provided them. The home owner called our Manager and incited an argument accusing us of being dishonest and scamming them. The customer explained to me they apparently notice the cooling system was not performing as well as normal a day or two after we did our checkup. The strange part of the situation this customer called another contractor to come out to look at the cooling system. This other contractor determined that the system needed refrigerant to bring it back to manufacture specifications. The same service we recommended on our first visit. Because we were not given the opportunity to go back to the job we had no way of knowing if the problem was caused by us or someone or something else. I told the customer at that time if we were given the opportunity to go back to the job we would have taken care of the problem at no cost to them if the problem was ours. At that time the customer demanded we pay the $500 service call.

I wanted to further investigate the problem to make sure the customer could be satisfied and hope to find a reasonable resolution to the problem. I have found most problems can be worked out when both parties work together. I suggested to the customer we come out with another of our technicians a few weeks after the other contractor performed the work to make sure the system did not have problems. When we send our technician to the job he was met by confrontational and argumentative customers. The [redacted]’s made the service call extremely difficult for our service technician to help service and

attempt to make sure everything was working as suggested by the manufacturer. Our service man also suggested the Schrader valve be replace to which the customer declined the service. After this call our technician called me and said it was his opinion that these people are attempting to get something for nothing.

I called the customer again and sent them a check for $250 to attempt to remedy the situation. I did not have to do that but I felt it was the right thing to do. Both parties feel like they have been scammed

or taken advantage so this was my attempt to make it right. I think you need to see our perspective. After all this the customer yet again hired another (3rd) contractor to go out and check the cooling system. This contractor confirmed everything looksgood now. They chose to hire three contractors for approximately $600 we offered to pay them $250 so they only paid $350 for a service that two contractors proposed they needed to make their unit operational according to manufacture specifications. If they would have called us back to check our work they could have only paid $19.95 if we did cause any problems. We have no way of knowing that now so we stand firm with the $250 settlement and feel that we have done all we can to make the situation right. We just ask that the customer be more understanding to our attempts to try to make this situation better.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The issue is that we are sure that Adair's technician broke the air conditioning unit by creating a leak that allowed the Freon to leak out. Adair states the service we received from the other party was the same as was what they suggested, but that is not quite true. Adair said we needed 3 to 4 lbs. and we ended up needing 7 lbs. when the air conditioning unit was not cooling at all anymore (not just “not as well” as [redacted] stated, it was flat out broken and blowing hot air from outside to inside) after one and a half days. Even if our air conditioning unit was low on coolant, it should not have leaked 3+ lbs. in one and a half days. The Adair technician must have done something to cause the air conditioning unit to not cool anymore in the first place. We are sure that if the Adair technician would NOT have come, we would NOT have needed to service our air conditioning unit for many more years. Both of the other technicians (from two different companies) performed leak checks and did not find a leak. One of them explained how not taking the test equipment off of the unit correctly could cause a leak at the Schroder valve which could have caused the unit to stop functioning after one or a few days.We are also sure that Adair is involved with scamming people, because they also quoted us $125 per lb. of R-22 coolant and offered a special at $100 per lb., but we found out later that the usual market value is $40 to $50 per lb. (quote attached). Since this incident, we have learned from other sites (including Revdex.com's) that this is also not an isolated incident. The confrontational visit with the second Adair technician that came to check the air conditioning unit only turned confrontational when I began pointing out the inconsistencies he was telling me. For instance, he claimed (multiple times) that there is no way to approximate the amount of coolant in the air conditioning unit, which is absolutely not true. He never gave an example of what may have happened, but maintained that Adair never did anything wrong. This seems fishy, because [redacted] himself stated that the initial Adair technician had been fired. He also claimed that if Adair's technician did something that the air conditioning unit would have ceased to function right away and not after a day and a half. We found out from one of the other air conditioning technicians, that if the pressure-testing equipment is not removed carefully the unit can begin leaking coolant and have the same result we experienced - having the air conditioning unit no longer cool after a day or two.We want to make sure that Adair recognizes that they are not handling customers correctly and that their actions of quoting incredibly high rates for coolant, schemes of allowing coolant to leak from air conditioning units, and giving people false information cease. We feel that refunding our full $600 would be a bare minimum.Regards,[redacted]

Business

Response:

I am not going to reconsider my position. Our company has offered to pay for $250 of the service that this customer needed. If we broke the system we should have been given the opportunity to fix it. As a

contractor this will happen from time to time. We have always fixed our mistakes. How can you expect us to fix something if we are not notified or if notification comes after the repair is made? Air conditioning refrigerant testing is not a perfect science which this customer will not accept. It is hard to know how much refrigerant the system will take most of the time you know the pressure is off and it

needs added or taken out. The estimated amount of 3-4 pounds is just our best estimate.

We have researched our market to determine our pricing. We charge between $50-$120 for refrigerant depending on the type of application. For example if we install a new unit we charge less than on a service call because a new unit is a higher priced ticket item. In the Phoenix market we are right in the middle of the price structure for our refrigerant. I know of companies that charge $35-$175 for a pound of refrigerant. This customer may have got his pricing from small companies with smaller cost structures. This argument is irrelevant to customers desire for us to pay more than we have. They needed refrigerant in the air conditioning unit no matter who put it in. The system was not serviced for around five years. No manufacture recommends this kind of neglect. It must be maintained to receive the desire results of efficiency.

I suggest the customer come down from their desired settlement realizing they did not give us the chance to fix the problem. We would have fix it at no cost to them is we had in fact broke it as they say. This has been a company policy for 36 years. I was not given the chance to fix the problem so I paid $250 to help the customer with the bill. I know this is more than fair I will argue other contractors would not have offered to pay anything at all.

Sincerely, [redacted]

This is a total scam!. We bot a cold call from them promising all kinds of free sevice and products. Beware all they want is to se you some way ove priced items. Thy seem to prey on older folks. DONTLT THESE SAMMERS INTOYOU HOME! There a reason they dont ask you to go online to se what they have to offer!