AirCon Service Company

AirCon Service Company denies any "incompetence" in the original diagnosis of a leaking evaporator coil, or in the diagnosis of multiple leaks in the condenser, and, as a result, we will not refund any portion of the labor for the invoices in questionIf there were any doubt about the diagnosis of either component, AirCon would be willing to provide monetary relief to the home owner; however, there is not doubt about the diagnosis of the evaporator coil as it was confirmed by an electronic leak detector that was properly calibrated, and was witnessed by two AirCon personnelAirCon is fully convinced that both the evaporator and the condenser were leaking, and, as a result, we are not offering any discounts or rebates on these invoicesWe are sorry that the home owner feels that we were "incompetent" in our work as we strive to provide the highest level of service to our customers; however, AirCon Service Company is not at fault, and we are satisfied that our efforts were aboveboard and that any other service provider would have reached the same diagnosis as we didThank you,Seth ***Business ManagerAirCon Service Company

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me
Thank you again for your prompt response and the copy of the refund I will continue to monitor my statement for the reimbursement I appreciate your time and thank you for the refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
Aircon has responded staring that they are still going to charge me for labor that did not fix my air conditionerI still believe they their tech initially misdiagnosed the issue and I feel like I was without air conditioning for over two weeks due to their incompetence
Regards,*** ***

Revdex.com:
This letter is to inform you that AirCon Service Company has carried out to my satisfaction the resolution it proposed for my complaint, filed on 8/25/9:32:AM and assigned ID ***
Regards,

Good afternoon.We are responding this "rejection", which just followed and "acceptance" of our response? We are hopeful that it is in error? Credit card refunds may take to daysAttached is s copy of the refund receipt that was issued on Wednesday, September 14th to the card ending in *** Please allow this time for this credit to show up on your bank statement. Please let us know if there is anything else we may do to be of service.Thank you,AirCon Management Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
We thank Aircon for the detailed response, however I would like to reiterate the following things:The main reason for the complain is the fact that Aircon charged us for something that they have not actually performed which resulted in a potential danger to our heath (including our week old son)As a consequence of their negligence and improper repairs we had a lot of major inconveniencesMany days off from work to be *** with the workersMy wife being exposed to mold throughout pregnancy. My son was exposed to mold in the firs week of life. During the last repair, my 4 week old son had to be away from *** to allow proper repairs which should have been done long before his birthAlthough Aircon stated that there are no heath consequences now, exposure to mold could result in lung issues that manifest later in life (mostly if exposed in first weeks of life)Which is why I am concerned about other customers being handled in the same way tooIn spite of multiple phone calls it took month to properly address the issue (hopefully)Although the AC was draining on the emergency drain line, in spite of multiple visits at our house the company continued to reassure us that the work is OK. I feel that charging someone for something that has not been performed constitutes fraud. We called AirCon in jan to solve the problem of the smell from the ACThe house was inspected a year ago by pest company and no pests (including rats were reported)During the same inspection no mold was reportedPest control was also again here recently for inspectionEven if there was animal smell in the attic, the smell should not enter the AC system had it been properly installedThe smell was clearly musty and mold grew from the air coming from the inside of the AC ( I performed a test available at *** ***)Now that the job was done properly, there is no smell coming from the AC (the same insulation is in place).Although they performed additional work (which they provided the prices of ) the need for that work was a result of their negligence of living the valve closed and causing the cool box to grow mold and spreading it in the whole AC system and in the house.I asked AirCon for the following things and I have not received them yet. A detailed report of the the work performed by Aircon at my house at the end august which should include description of the old ducts (that should have been new) and the flooded cool box (pictures available)A report of the finding that the valve in the drain line was left close at the initial install in Feb (the yellowness of the house wall bellow the emergency drain line stands as proof for that). Compensation for the above
Regards,*** ***, MD

Sent: Wednesday, September 09, 9:AM To: drteam Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** AirCon’s reply to Complaint #***: As management of AirCon, we are disappointed that this job wasn’t done properly the first timeIt is
our Policy that if a customer is not pleased with our service that we will continue to work until they areAs soon as we were made aware that the job wasn’t done properly, we did everything possible to make it rightWe feel that we have corrected the issues the homeowner had and have even supplied additional equipment at no cost to the homeowner in order to exceed his expectationsPer the customer’s request, we replaced everything he asked us to and more, including reworking the Return Plenums, a brand new Evaporator Coil, Air Supply, Collars, Dampers, and new Flex Duct to each brand new Register Box and GrillWe also reconnected and insulated the drains, pulled a vacuum, recharged the system and left it running within manufacturers specs. In addition to replacing the equipment he had already paid for and in an effort to exceed the customer’s expectations, we also installed a $UV Light, removed old register boxes and replaced them with new register boxes at no charge ($1200/value)In the process of removing the old register boxes above each air vent, our installers found the insulation was rancid with the odor of rat urine and fecesWe believe this may have been the smell he was concerned about, especially over the closet in the office which is where it was strongest and the place he pointed out to usThe customer has had a pest control company out and they found no animals in his attic, however, the smell is still there from when they were thereThere is no proof that there were any health issues regarding the HVAC system, but the foul-smelling insulation is still in his atticAt this point, we believe we have done all we can do to satisfy this customerThank you, Melissa *** Marketing Manager AirCon Service Company *** *** * *** ** *** *** *** *** *** *** *** *** ***

Thank you for reaching out to AirCon with your service questions and concerns We apologize that the customer is not satisfied with the services AirCon has provided. We strive to do the best, fair and honest practices. Our technicians are skilled, seasoned and professional as
required to work here at AirCon. We do not employ shady employees or those without good character. We also do thorough background checks and drug test randomlyWith that said, we would never dupe or allow our employees to hard sell, deceive or take advantage of our customers. That would be a terminable offense immediately at AirCon As to the concerns about the service received, we have held a company meeting and it was discussed in detail what took place and what has happened. A thorough and lengthy explanation was given to the customer at the time of service. Walter was onsite for almost hours from 10:51am to 12:34pm. In this time it was explained there was a leak and that it may last for days, weeks, months or years. We are all trained and geared to answer this diagnosis in this way, as there is absolutely no crystal ball when it comes to refrigerant leaks. We have system(s) leak scenarios where all the refrigerant will leak out while still at a residence, to a unit holding refrigerant to or more years. It is very unpredictable and other than clogged drain lines, refrigerant leaks are our #nemesis every year. We are very sensitive to their finicky nature, so we do not ever foresee a technician stating months or longer? AirCon attempts to do the right thing for our customers, like trying to nurse customers old systems and keep them running. A $investment is a lot less than $6000, which is not uncommon for replacement of equipment cost. This was explained in detail and the customer was given all options. It is not common for any system to need a Leak Check when it is or more pounds low. At that point, we know there is a leak somewhere. Sometimes they are audible and sometimes they are visible. Neither situation presented itself that day to Walter in the almost hours he spent onsite. We realize these prices seem extreme too, but compensation must be made to pay for the technician, to pay for the van, the person who answers the phone, the building they are in, etc… With those costs, you also receive the expertise of the technician taking into account of the air entering, exiting, inside, outside, line temps of your home. He/she also comes with the knowledge of how to calculate Super Heat, Sub Cooling, etc… To do these tasks and diagnostics, you need to have on hand very expensive equipment including; gauges, vacuum pumps, temperature sensors AND you need to be licensed, insured and EPA certified just to buy freon/refrigerant AND you can be fined up to $10,for doing it wrong or venting R-into the atmosphere$per pound of Rrefrigerant is in the lower norm of the national average of $to $per pound (AL). $is a very fair market priceWith the sticker shock of the Rrefrigerant, we like to thoroughly explain to our customers their options, like purchasing new equipment, as Walter proposed. He gave three options, the evaporator coil, a coil and condenser or a full system, as this would be the best investment versus the $dollars. As the diagram below denotes, it will only get more expensive to maintain an Rsystem. Just this year, our costs increased 30%, which sadly must be passed on to the consumer. Next year, prices will likely increase another 25% or even double, as the manufacturing and supply will drastically be reduced and the demand will still be there with all the Rsystems still working. SEE ATTACHED IMAGE We, at AirCon, do not in any way accept the implications that AirCon treated the homeowner improperly or in any way tried to “dupe” the customer. Our reviews online are earned and hold merit to our credibility as a good company with an exceptional service record. We have offered to credit the $towards a new system as was proposed to the customer. A very fair offer In closing, we must thank this customer for their complaint. It helped us identify holes in our processes and process management. We did not have the customer sign the appropriate documentation before moving forward with the work. We did not have the customer sign documentation declining proposed work. This is not the correct procedure currently used by AirCon. However, we do not currently have a written documented process on exactly what is to be done at this time, but it is being implemented and will be set in motion immediately This event has also set in motion re-training of our techniciansWe have come to the conclusion that it would be very advantageous to have a visual document along with the written process to present to our customers in the future. This will leave no questions and will help the customer fully understand the risks on “Topping Off” older equipment with refrigerant, rather than invest in new equipment. If they so choose to “Top Off”, we will certainly have in writing that this particular conversation took place and we had permission to do so. With this educational circumstance, we thought appropriate to refund/reward the consumer the full amount of $for the business lesson learned for all future calls and for our future business plan. This will be credited today, September 14, 2016, to the customer's credit card used for this transaction As to the expecting mother-to-be, we offer our sincerest congratulations Sincerely, The AirCon Management Team

AirCon Service Company denies any "incompetence" in the original diagnosis of a leaking evaporator coil, or in the diagnosis of multiple leaks in the condenser, and, as a result, we will not refund any portion of the labor for the invoices in question. If there were any doubt about the diagnosis of either component, AirCon would be willing to provide monetary relief to the home owner; however, there is not doubt about the diagnosis of the evaporator coil as it was confirmed by an electronic leak detector that was properly calibrated, and was witnessed by two AirCon personnel. AirCon is fully convinced that both the evaporator and the condenser were leaking, and, as a result, we are not offering any discounts or rebates on these invoices. We are sorry that the home owner feels that we were "incompetent" in our work as we strive to provide the highest level of service to our customers; however, AirCon Service Company is not at fault, and we are satisfied that our efforts were aboveboard and that any other service provider would have reached the same diagnosis as we did. Thank you,Seth [redacted]Business ManagerAirCon Service Company