Air & Water Solutions

Initial Business Response /* (1000, 9, 2015/09/15) */
I am writing in reference to Case ID # XXXXXXX for *** ***We were contacted on July
1, at 6:10p.mvia The *** *** (lead # X-XXXXXXXXXX) regarding Ms***
requesting heating and air serviceAir & Water Solutions is currently
the service provider for
The *** *** located in Osage Beach, MO and a contract is entered for each request
The description given was "System check-up/single visit maintenance - Unit is leaking and
freezing"During the initial call, we explained to Ms*** the service call cost would be
$per the *** *** contractShe stated that was fine and to proceed with the
inspectionWe arrived at the address shown above at 6p.mon July 2, per her service
requestUpon inspection of her Carrier HVAC system, our technician found that the drain pan
under her coil was cracked and it would have to be replacedMs*** completed the ***
*** contract and wrote a check made payable to "The *** *** in the amount of
$which was the amount of the service request
The unit could not be fixed during the service request as it was noted the drain pan would have
to be replacedAfter reviewing the estimate for the drain pan and the labor involved in
completing the job properly, we contacted Ms*** on July 6, and she was given a
quote of $1,for the workMs*** was given the quote but we were not asked to
complete the workThe check for $that was made payable to The *** *** was for
the initial service request/inspection/diagnosisThe terms of the contract were never changed
as stated by Ms***The contract was for the initial service request for us to go out and
diagnose the issueShould the issue require further repairs, a quote is given to the customer
to see how they would like to proceed, as was this case
Please let me know if you have any further questions or comments regarding the caseI have
included our documentation of the *** *** agreement, pictures, and lead sheetThank
you

On October 24, 2016, Air & Water Solutions was dispatched to Mr. [redacted]’s home for a service call on his water softening unit that was approximately 25-years-old, and no longer working properly. Upon arrival, the technician diagnosed several problems, which ultimately required a full rebuild of...

the softener to restore its working condition, and quoted Mr. [redacted] a total of $1,800 to complete the service.   As a second option, Air & Water Solutions offered to remove the existing softener and replace it with a brand new, top-of-the-line Kinetico 2060S water softener for $2,895, less a discount of $400, for a final total of $2,495.   The $400 discount Air & Water Solutions offered Mr. [redacted] is a standard Loyal Customer Discount, offered to every existing customer who replaces an older Kinetico unit for a new Kinetico unit. The discount is intended as a gesture of appreciation and an incentive for repeat customers, and is not considered the value of the equipment replaced.   Mr. [redacted] chose to forego service on his existing water softener and install the new softener at the agreed upon price of $2,495. He and the sales representative arranged a payment plan, signed a purchase contract, and Mr. [redacted] wrote a check to Air & Water Solutions as a down payment in the amount of $1,000. Air & Water Solutions then installed the new Kinetico 2060S water softener.   One day following the installation of the new equipment, Mr. [redacted] complained of water pooling on the floor under the softener. The sales representative spoke with Mr. [redacted] about his concern, at which point the problem seemed to have resolved on its own without requiring a service call, but the representative asked Mr. [redacted] to notify him of any more leaking or other problems.   Approximately one week after that complaint, Mr. [redacted] called Air & Water Solutions and was very upset about problems he was experiencing with the new softener. At that time Mr. [redacted] did request a service call and stated that Air & Water Solutions needed to fix or remove the new equipment immediately. Later on that evening, before Air & Water Solutions was able to assess problems and complete any necessary service on the equipment, Mr. [redacted] called again and requested that his new softener be removed. He then stated he wanted his old unit back or $400 (what he apparently deemed to be the value of his unit).   Air & Water Solutions did remove the new softener as requested and agreed not to charge Mr. [redacted] for the unit, any service or labor fees whatsoever, or value loss associated with installation and removal of brand new equipment which can only be resold at a lesser value as it is now used equipment. Air & Water Solutions also notified Mr. [redacted] that his check for down payment had not and would not ever be deposited.   Unfortunately, Air & Water Solutions is no longer able to reinstall Mr. [redacted]’s original softener because it had already been discarded by the time Mr. [redacted] made that request. We are not paying the $400 Mr. [redacted] is requesting in lieu of reinstallation of his old equipment because there was no agreement with Mr. [redacted] to do so, nor did any member of the Air & Water Solutions staff ever indicate that his equipment had a value of $400 (it in fact did not), nor did we agree to store his old equipment, in the event he was unhappy with the new equipment.