Advantage Heating and Cooling, LLC

They did something for me!

On Saturday 7-25-15 Customer called for service and was informed we are located in Artesia and do not do after hour calls in Carlsbad, customer begged my technician saying that he had called everyone in the phonebook and we were the only company that would return his call and he really needed help...

(against company policy my technician went to help him) at this time my technician found the unit to be low on charge and informed the customer that we schedule find and fix issues due to the time it takes with only one technician on call on weekends, customer stated he is on workman's comp and did not have the money he would need to schedule in about a month (written on invoice).On Tuesday 7-28-15 Customer called back telling the ladies in the office that they were going to sue! I called customer back and tried to talk to the owner but the wife told me if I didn't send someone to her house right now she was going to SUE, when I told her again we are from Artesia it was 3:45 in the afternoon and all of us were on jobs I could not send anyone until 9AM the following morning (7-29-15) I then got cussed at by the woman and hung up on, I called back telling her the phone had got disconnected and she told me she disconnected it and was going to sue. After talking she agreed to have someone at 9am on 7-29-15.On Wednesday 7-29-15 My technician went to the customers house as promised at 9am. My technician the started a leak check and found the indoor coil to be bad due to poor maintenance and the fact that the customer tried to clean it himself ( I still have the coil and have taken pictures to send). Customer signed invoice showing price of coil and time and material to install. My technician then installed coil and recharged system - GIVING CREDIT FOR THE AMOUNT OF R-22 PREVIOUSLY INSTALLED. Checked system and everything showed good at that time - Customer also stated unit was cooling good.On Tuesday 8-4-15 They called back saying that system was not working again - We sent a technician and he found that the compressor was shorted. I was out of state so I corresponded through [redacted] (from customer comment) and explained to him we had no control of the problems with his compressor, but that I would recommend changing the outdoor unit and not just the compressor so he could have R410A refrigerant instead of R-22 which is being phased out by the EPA and that is why it is so expensive at that time I was informed that he could not afford to do that or he would not be able to pay bills or by groceries he said he was tapped out with no more options - at this time he also stated he wanted a $1300.00 refund. I explained again to him that I was out of stated until Monday 8-10-15 and I would look at everything then.The next [redacted] comment I got from him was that he got another company to replace his outdoor unit and that they did a great job, he even sent me the other company's invoice showing that the OLD UNITS COMPRESSOR WAS BURNT DUE TO INCOMING POWER BROWN OUT (which has nothing to do with anything we touched) - the comment also stated he wanted $1200.00 refunded or he was going to turn me in to the Revdex.com and take me to magistrate court - I answered back saying that I had no control of his power and again that I would look over everything on 8-10-15 when I returned to the state.On Monday 8-10-15 I called the customer and told them I was sorry but they were still using the coil my company installed that I could not refund $1200.00 he said he was open to options what could I do. I responded with the best thing I could do for him was refund the $414.03 the amount he had paid for R-22 and return his post dated check for the last service call to find the bad compressor. He stated that $414.03 was fair since he was still using the coil and thanked me. I made him a refund check for that amount and sent it to him afterwards got another [redacted] message thanking me. The only charges that were not refunded are the After Hours Diagnostic and labor and material for installing the new coil and coil price along with taxes. Coil is still in use IF NEEDED I HAVE PICTURES OF COIL / COPIES OF INVOICES / AND MY [redacted] SENDS ME AUTOMATIC E-MAILS ON COMMENTS - I CAN SEND ANYTHING NEEDED I FEEL I WENT ABOVE AND BEYOND WITH A REFUND (when the problem with compressor had nothing to do with our repairs) AND DID APOLOGIZE THAT I WAS OUT OF THE STATE AND COULD NOT HANDLE THINGS PERSONALLYI hope all goes well with the customer I understand the feeling of not having money and feeling helpless to do what is needed / that is a frustrating feelingTHANK YOU,Patrick P[redacted] / Advantage Heating & Cooling, LLC