Airfast Heating & Cooling, Inc.

To whom it may concern: We ran a service call for a home warranty company customer *** *** on June 7th, On that date our technician discovered that the air-conditioner was low on refrigerant and added LB of R-22. Our technician returned the air-conditioner to full cooling
capacity before leavingI was contacted by the home owner after our technician left and she complained that our tech had very poor customer service skills and said she wanted a refundI apologized to her and explained that she would need to contact her insurance company for a refund because the $she paid covered our diagnosis and went on to explain that we charged her system with a pound of refrigerant at no costSeveral days later I received a complaints from the *** *** *** *** and The Revdex.comOnce I received the complaints I contacted the homeowner to try to resolve the matter and she made threats to me about her sister working for *** *** *** *** ***I asked her to tell me her sisters name to resolve the matter and she wouldn't give it to meI spoke with our company owner today and he agreed to refund the $the customer requestedAs of this date we have hour of labor $75.00, Pound of R-refrigerant $Total Investment into this customer to date is $In time and materialsBecause we are a reputable company and care about all of our customers needs, we are agreeing to refund the $requested to resolve this matterIf there is any other way I can be of further assistance please feel free to contact me by phone at ###-###-####. Sincerely, Wayne M*** ***Airfast Heating and Cooling###-###-####

HelloThe home owner is correct that we scheduled with them and went to their house on 4/They paid $for a deductible that their insurance company required, and $for Leak Sealant which their insurance company did not coverOur technician accidentally wrote refrigerant instead of leak
sealant on the work order which has ultimately caused the confusionWe then billed their insurance company $for our service call, labor, and FreonWe did not bill the insurance company for the leak sealant which is what the customer paid forThe amount we billed Mr*** for is different than the amount we billed the insurance company because they were for different thingsAfter Mr*** informed us that he was contacting the Revdex.com we contacted his insurance company in order to confirm that we had followed their policy correctlyThey do not cover the cost of leak sealant, we checked the amount we had charged him for and the amount we had charged his insurance forWe did not double bill for Freon and we followed the insurance companies policies correctlyWe understand there was some confusion due to the similarities in numbers and the written mistake on the invoice but we have explained to the customer this mistake several timesWe cannot refund his $as it was for the deductible his insurance company requires us to collect and the leak sealant which they do not cover

I am rejecting this response because:Yet again complete fabricationI did phone back the company yet again Katie rudely calls me a loud mouth complainerI asked to speak with someone else, like the the ownerShe refusedI made it clear that why would I want to do any further business with youThat this phone call is nonproductiveI further stated I researched them on the Internet and read recent Revdex.com complaints which all had the similar experience I am havingShe stated I was correct this phone call is worthless and sarcasticly stated have a good day and hung up on me. Moral of this storyeven if you have been a long time customer, still research the company to see if they still are a reliable and reputable company.My furnace is still down and what they stated was the problem is not the problemI am now with another company and they are fixing the original problem and the problem AirFast caused. I am closing this case as unresolvedI want no further contact from this company
Regards,
*** ***

I will accept the resolution but the company has poor customer service and they made sexist commentsI am not happy with the response that this company tried to giveThe service was poor and they need better technicians.Regards,
*** ***

Reject because the response is a complete fabrication. As to original appointment postponement, technician in the hospital is not was stated to meI was informed twice that the job before me went long and they would need to reschedule and no apologyNot once did I ask for a diagnostic fee to be waivedShe informed me of a trip fee of $She never stated “diagnostic fee” until Tuesday 3/7/morning when she phoned to demand the full fee payment before the job was even doneVoice message, I have kept as proof. Saturday when Tom arrived he stayed about minutesNot once did he state the part would cost up to $He stated it would cost around $Further I was informed this is a simple part that normally they have with them but he did not have any and they will order itHe also stated he will see about waiving service fee ( see his writing on form) as to the inconvenience and I have been a long time customerI did offer to pay at that time but he told me not to because of credit cardHe further stated to wait to when they come back or call it in after you know the full priceI asked for my old part and I did ask for him to be the technician to return. Monday when Shelly phoned to inform me it would now cost $220.00, I stated I would not pay that amount as it contradicted past quote that I was informedShe then stated they could drop it to $I still stated that was a ridiculous cost for what I was informed is a simple part, but I need my furnace fixedI agreed to $What is ironic is, even with how rude their office as been to me, I phoned back after this stating I felt I was curt with her and apologized because I have been ill and I felt I needed to. Monday when the second technician Tyler came out he stated they gave him the wrong partHe stated they would need to order the correct part and he would have to come out againNot once did he state he would come back that dayI informed him I am phoning now your office as this will be another day I will have to set up and this effects my workI spoke to Shelly on the phone with speaker onShe rudely put me on hold then phones Tyler which he informs her that the part is wrong and need to order correct one, that we agreed he would come back out ThursdayHe mumbled something else and I could not understandHe was not even there for minutes. As to this paragraph “After informing our supervisor that she asked if we could fix her furnace for free and that she had still not paid the diagnostic fee, we were asked to call and get payment for the diagnostic feeWe called her on Tuesday 3/to ask for payment for the diagnostic fee and she told us that we should repair her unit for free and that she should not have to pay anything due to the mistakeWe explained to her that we could not do this, and that at this point we would at least need the initial payment of the diagnostic fee before proceeding any further with repairsShe said that she wouldn't pay us anything and that we were to return her partWe explained we are happy to return her part but she will still need to pay the diagnostic fee of $and then she is free to go with another company.” Complete fabricationI had not once refused to payNor ask for it to be fixed freeI did state I should received a further discount for all they have put me through and the rudeness, along with hanging up on meAs far as I knew at this time they were to come Thursday to fix it and I would pay thenIt was not until 3/7/I received a voice message (I have it saved) from Shelly stating that they will not come back out until they get paymentIt is due to Shelly and Katie’s actions on 3/7/that have caused this to take place. Not once have they tried to resolve thisThey informed me they cancelled my job orderThis is when I informed Katie I wanted my original part back and I was contacting the Revdex.com as they have left my furnace in an unsafe mode. As to their statement: “We have reached out to her several times to either complete repairs, return her part and receive payment, or reach some sort of resolution but she has not returned any calls.” Again fabricationThe only attempt to resolve is since I filed my Revdex.com Complaint I received a phone call yesterday morning 3/8/from the original technician TomI phoned back yesterday at 12:18PM (proof I have)To date no reply except this fabricated reply they have sent to Revdex.com.
Regards,
*** ***

Hello, we went out to Mrs*** on Friday 12/02/and diagnosed her heating systemIt required that we order a part and unfortunately the manufacturer we needed to order this from had closed earlier in the dayWe ordered the parts when the company reopened during our business hours
Mrs*** called us after hours on Friday and no one was available in the office at this timeOur hours of operation are Monday through Friday 9:00am-5:00pmAs soon as we returned to the office during our regular business hours on Monday 12/05/we ordered the parts and then contacted her in order to get her scheduled for the same day to fix her furnaceHowever at that time she informed us that she had already contacted another contractor and that they had completed repairsWe apologized that we were unable to return to her as quickly as she needed, we also refunded her $for the carpet cleaningIf you have any other questions please don't hesitate to contact us at ###-###-####Thank you

Hello, I do not like liarsThe company did not contact me 1st todayI had to contact them several times today asking to speak to the supervisor and how I should not be charged and telling them about my carpet being stained by their workerThen the company followed up with me about not charging me the seventy-five dollars because of all the circumstancesThe part could have been picked up the same day because it is not a part that had to be orderedThe worker told me he would be back that day & if not he would call and say what day and that never happenedAlso, I did not call Friday after hours initially I called while they were still openI was not informed they do not work on SaturdaysThe worker dirtied up my carpet and I still had to pay another company for diagnostics & repairAirfast heating and cooling diagnostic results ended up being incorrectI should be refunded for the misdiagnosis fee of seventy-five dollars and money to clean my carpetI will accept the return of seventy-five dollars and will no longer call this company for business

Hello, we did not say we contacted her first thing MondayAs stated in our previous response, we said as soon as we returned to the office we ordered the partsThen, when we were certain we could get them that day, we called her to scheduleWhile we were trying to secure the parts, Mrs*** did call in several times and we told her we were currently working on her case and that she would receive a return call as soon as we had more informationWhen we called her back to schedule she told us she did not want us to repair her furnace and that the work had already been completed which she had not indicated until this pointIn her previous calls she complained of how long we were taking and of her carpet which is why we continued to secure the parts for herAs we stated before, the manufacturer we needed to order her part from had closed earlier on Friday and we were unable to get the partThis happens occasionally as some locations will take inventory and close down for the entire day or close earlier on FridaysMrs*** says it is not a part that needed to be ordered because it could be picked up the same day however ordering only involves calling a company and placing an orderSometimes the part is coming from farther away and needs to be shipped taking a long time to reach it's destination, other times the part is available at a local warehouse and can be shipped to the storefront the same day to be picked up, as it was in this caseAlso when Mrs*** called in Friday the secretary first offered to schedule her for Monday, as the Friday schedule was fullShe asked for Saturday but the secretary informed her that no technicians were available on the weekend and that the next availability was Monday but she would see if there was anything she could do as we understand it is difficult to wait an entire weekend for heatThe secretary then checked with all the technicians to see if any had availability for this call and one technician had a cancelation so we were able to schedule her for that dayThe technician had informed Mrs*** that if the part was available we could return the same day to repair it and that we would call her if we could come back outAs we could not get the part there was no reason to go back out to herMrs***'s call was near the end of our work day and when she called in no one was available to answer as it was after business hoursLastly, she said she wanted us to refund her $so that she could clean the carpet she said our technician dirtiedWe agreed and returned the $to her specifically for her carpet cleaningThis was not a refund on services as we did go out to the home, diagnose her unit, and order parts for itAs we do not have a copy of what the other company diagnosed it is not possible for us to say whether or not our diagnosis was incorrectThis is the first time we have heard that Mrs*** wants more than just a 75$ refund for carpet cleaningOur last contact with her that Monday she agreed to the $dollar refund and asked for nothing moreIt is even stated in her previous complaint to the Revdex.com "I deserve my seventy dollars back for him diagnosing the issue because I will have to pay to get my carpet cleaned"After she agreed to the refund we considered the case closedWe are sorry we could not service her as fast as she neededWe did what she asked of us that Monday and refunded her $for the carpet cleaning as we do agree that she deserved the money back for that purposeShe was satisfied with being refunded for the carpet cleaning at that time and requested nothing more of us until this recent update where she is requesting more payment from usWe did everything we could to resolve the situation that Monday and we consider it closed

From: wayne [mailto:***] Sent: Friday, September 09, 3:PMTo: ***Cc: '*** *** *** ***Subject: *** *** *** *** * ***To Whom It May Concern: On 7/21/I went out to
give an air-conditioning replacement quote to a Mr*** ***On that date the customer had a non working Ton air-conditioner and a furnace with a blower drive capacity of tonsWhile I was there I spoke with Mrs *** The majority of the timeMr *** was preparing for a meeting he had to attend so my communication with him was very brief and limitedMrs*** asked me if it would be possible to upsize to a larger air-conditionerI explained to her in detail that it would be possible to go up a half ton only!! I explained going any larger than a half ton would create problems with the evaporator coil being able to work properly due to the size of the homeThey kept asking me about the ton drive capacity on the furnace and why they couldnt go up to a ton system and I reaffirmed that the system would not condense properly if they went up to a ton system regardless of whether the blower motor drive capacity was a ton capacity or notI gave them the pricing for a ton system which we installedAfter the installation Mr*** stated that I wrote the proposal up as a ton system and that was what he wantedI reviewed the paperwork and he was right I did mistakenly right down ton on the proposal but explained to him that it was a typo and that we priced him appropriately for a ton air-conditioner and that was what we discussed during my consultationI attempted tp re-explain to him several times why I did not quote hime for or recommend a ton unitHe became very frustrated and argumentativeMr *** was was given the appropriate pricing for the installation of a ton air-conditionerIn fact I also gave him a $discount off of our pricing structure to earn his businessWhen I spoke to the customer over the phone I asked him was the system working well for him and he stated it was working great he just wanted what he paid forI re-explained the entire situation to him several times and he actually received more than he paid for due to the $discount but he was unwilling to accept my explanation no matter how many times I tried to re-explain it! There is no impropriety here only an honest mistake in the form of a typo!

Fri, 08/12/5:pm Manager that came out stated that he doesn't care for warrenty companies and that they rip people offSo he gave a couple of offers Replacement or Samsung tech fix leak & then his company would seal & also check my central air unit at no cost to me He mentioned to call warrenty company to set up an appointment and that he would call and recommend them a Samsung professional that would fix the leak and then his company would follow up & seal Refridgerator and also do a free inspection of my air conditioner which is about 100.Ohe advisedI told him I would let him knowAfter no follow up from warrenty company I called them and they gave that Airfast called but no arrangement with Samsung Tech so I looked into it myself with warrenty companyAirfast more so exhausted my yearly max and stuck me with a fridge that had marks/ damages based upon their negligenceI got the Refridg from my hard working money & always was cleaner than a whistle And yes I was upset but I remained calm up until I got the runaround re: the fix but never abusive to him nor his maintenance crew He knows this, God knows this and so does his workersI slept over it realized that looking into the refridge was painful so I called Airfast left a message with manager that yes replace/ pay for and left concerns that they've exhausted budget and refridge had more damage than the initial requestSo manager cross complaint is a lie & he got upset that I called the warrenty company with his bribery
I am rejecting this response because: there was only maintenance guys to come to my home plus the manager in the endThe 1st guy was very niceUnfortunately, the dianosis along with the repair seemed to be a little out of his scope but I was willing to give him a chance at least I knew he would know more than I did with me just being the consumerI admit I was a little uncomfortable with his confidence level because of the way he initially attempted to open the French doors on the refridge and I open them for him but regardless I was ok with himHe looked over the refridge and was very confident with the magnetic strip needed replaced but the water crisper leak had him puzzledAfter days and days of me calling the company not them calling me as promised they sent guy two out and I was happy because guy lacked confidence but wasn't his fault he because we shared conversation that this wasn't his specialty so I thought he was just the initial guy that was allowing Airfast to stall time such as initial contact per potentially a agreed contract they have with my home warrenty programThe second guy came over with the magnetic strip replacement and followed a YouTube tutorialI was happy he fixed that and now I thought he was going on to fix the crisper but he had no knowledge of the water settling in the crisperAnd I looked at the first guy write up and with the poor writing I be darn he never reported what he thought needed doneSo back to square one and my main issue as of why I needed my refrigerator repairedThe second guy looked up the refridge thru his phone to see if any reports on this & yes he found reports and had confidence and order the partCalls after calls again and finally set a dateThe 2nd guy came back to my home with part and was attempting to remove a back wall panel from the inside of my refridgeI offered warm wet cloths and water to place against the panel to remove ice buildup that wasn't visable to eyes but had the same issues years back and the company that did the work no longer service Samsung but did an amazing job my first go around with thisThe maintenance guy insists that he knew what he was doing and at first left trays in refridge while trying to remove back wall panel which is impossibleI advise I think you should remove the trays and then with my help removed trays then screws and then realize w tugging back and forth panel wasn't coming offI offered water & clothes once again but he declined and took his flat head screwdriver trying to lift remind you this is a metal screwdriverSo, he was pulling, tugging like nothing I had ever seen before it was like he was a madman on drugs or alcohol ( you would've needed to see it to believe it) My nervousness took over me as I was home at that time alone, I seen punctures dents along with holes from the screwdrivers and I said to the guy even with an apology I'm sorry but you must stop not sure of my exact words but never abusive or yelling I was to scared to do thatHe starting yelling so your refusing work and I said yes you are putting holes in my refrigerator he admitted to two but I told him no you did all of them and all I ask of him was to put things back to its original state and he did after 2attempts Also small crack in panel there maybe two with the pullingManager came out and he was nice too and apologize for his employees mistake and promised to make it right but before he came out he ask about my comfort level with them coming out I advise I was fine with that why would I not be he was the manager
Regards,
*** ***

My name is *** ***, wife to *** ***, and present when Wayne came to our home to give us a quote on a new air conditioner unit It is not true that Wayne's interactions were limited with my husband *** and Wayne both went out to the old unit to inspect it while I stood on the deckThey could not determine the capacity of the unit due to rust We came back in the house and Wayne was estimating a or ton unit for our size home He said he would need to go out to his truck to determine the right size unit I believed he had a chart or some paperwork that would tell him exactly what size unit was needed While Wayne was out in his truck my husband went upstairs to finish getting ready Wayne had come a half hour late so *** was pressed for time but was present in our communication and decision making Wayne came back in the house and said that according standards and codes for the size of our home we needed a ton unit We did not question or resist in any way his expert opinion on what size unit our home needed My husband and I were both present in our kitchen as Wayne explained we needed a ton unit and sat at our kitchen table calculating the cost for a ton unit When he told us the price of nearly $we were both stunned We had no idea how expensive air conditioning units are; this was our first estimate So my husband explained that the price was more than we had anticipated and we would like to get some other estimates before we make a decision At that point, Wayne began to lower the price He then said the lowest price he could give us was At that point we agreed on the unit for I want to make it very clear that all three of us we together and agreeing on for As a matter of fact, once Wayne said we needed a ton unit, we did not have any further discussion about a unit When we agreed on the unit and price, my husband left for his meeting and I signed the paperwork, again for a unit at the price of When the new unit was installed and we were left with paperwork that a had been installed, we knew there had been a mistake The wrong unit had been installed so *** alerted the company We are shocked and severely disappointed in their response They have clearly installed the wrong unit Wayne is not being truthful about our conversations or agreement He did not make a typo The contract that we have submitted accurately reflects our conversation and agreementAt NO time was there ANY conversation about a unit for being installed in our home Thank you for listening,*** ***

Hello, our technician went to the home on 12/06/and found Mrs***'s furnace to be in very bad shapeThe unit is severely rusted, very old with a minimum age of years, and has multiple failuresThe make of the unit is also worn off and indecipherableOur technician wrote down the parts
that were failing on the invoice and we discussed this with ***l, Mrs***'s insurance companyDue to the age of the unit, the excessive rust, the lack of a make, and ultimately that the parts were no longer available for the unit - the insurance company chose to deem the unit as not repairable***l's policy is to give $towards a new unit for the customer in the event that it is not repairable When our technician's go out to a home they take down all the information they can and do their best to inform the home owner of what might possibly occur with their work orderUnfortunately they're not aware of every possible outcome as a great deal more research and negotiations happen once the work order is back at the officeThere are many factors such as part availability which our parts department handle, or what the insurance company is willing to cover which we find out when we contact them for authorizationThe final decision does not lie in the hands of the technician but multiple people, both at her insurance company and our office. We understand Mrs***'s frustration that a new furnace is very expensiveFor this reason we have continued to try and locate compatible parts for her unit at various manufacturers in the Columbus areaRecently on 12/13/we believed we may have located parts that might be compatible with her furnaceWe contacted her to see if she would like to try this repair but she informed us she is going with a full furnace replacement with a different companyA full furnace replacement is honestly the best choice at this time for her unit which is quite old, rusted, and in very bad shapeWe wish her the best and hope that the other company does a good job installing her furnaceWe are sorry we could not be of more help to her

The business is giving information on the matterThey installed "pressure switch hose" on the first trip, that was the initial payment of dollarsI have attached documentation of work order receiptReceipt Claims on second trip the technician replaced the hose againAfter that trip he came back againOn receipt for 3rd trip there is nothing markedI cannot prove that they replaced any of these other partsThey said they replaced them so all I can do is take their wordI did refuse to pay for them, so they may not have even been installedSo the technician left my furnace in a non-working order when he left my premisesIt did not work the entire days , before the next technician came outThis technician did not leave me any paperwork on what his diagnosis wereAlso whatever he found in the furnace that may have been out of place, may have been caused by the technician that was out on the 6th of January, from "AIRFAST." I have since had the furnace fixed properly by another company who said that all of the diagnosis that the business owner has explained were incorrect and if any parts were installed, they were put there for no reasonI will be receiving a bill from the company that was successfully able to repair my furnace and am quite willing to send in their findings and cost of repair If business owner has any documentation of of work completed and price that my wife and I had signed for I would certainly like to see this information

From: Corrine Carman *** [mailto:[email protected]] Sent: Wednesday, September 06, 10:AMTo: [email protected]: Complaint ID 12368375 Dear Sir/Madam;Attached is the service invoice in disputeI called the warranty company yesterday, spoke with
Kokeitha at *** *** *** 1-855-208-and confirmed that the replacement thermostat - a programmable thermostat - is covered under my warranty at section AUnder that section, the function has to be the same but the brand and size can be differentI confirmed with her that I did not "refuse" a non-programmable thermostat as Airfast reportedThe technician Dave, cell no614-499-told me he brought the wrong thermostat that he would get a programmable one and be back the next day at 6:to install itHe agreed to an evening apptso I wouldn't have to miss work again.Kokeitha advised that AHS was calling Airfast and directing them to schedule another appointment to come to my homeI have heard nothing from Airfast.Sincerely,Corrine ***

We stand by our original response. It is clear that this customer is just looking for someone to buy here a brand new refrigerator. Her refrigerator is working fine. Nothing we offered to do was acceptable for her short of replacing her refrigerator. She is using this venue as a way to try to extort our company into replacing her refrigerator. We have an A+ rating because we are a very reputable company with skilled technicians who care about customers.Wayne A. M[redacted]AIRFAST Heating & Cooling Inc.Service / Installation / Air Quality###-###-####On Thu, Aug 11, 2016 at 3:59 PM, Wayne M[redacted] wrote:This customer was very difficult and abusive to our technicians from day one. The first time we went out to the home the tech was trying to properly diagnose the reason for condensate accumulation in the crisper. During the diagnosis the customer became extremely abusive and told the tech to leave without being able to properly complete his assessment. When we sent out a 2nd tech he was able to ascertain that the magnetic flap strip that seals the two doors to the middle refrigerator / freezer divider was not sealing properly and we ordered a replacement part. The cause of the water accumulation was improper seal causing excess condensate accumulation in the lowest point of the refrigerator which was the left crisper. The 2nd tech returned a few days later and completed the repair without incident. We received a recall order from the home warranty company several days later. The order said there was water accumulating again in the same area but our 3rd tech went out he found no evidence of water accumulation. While he was there the customer kept giving him a hard time telling him she just wanted the refrigerator replaced by her warranty company. He stated that when he told her she would have to talk to her home warranty program about a cash out for replacement she became irate. He said it was if all she wanted us to do is tell here insurance she needed a need unit which is fraud. The technician attempted to remove the back panel of the refrigerator to investigate the condensate problem a little further and left a few screwdriver marks on the panel. After the customer saw the marks she started to scream and be abusive to our technician and threw him out of her house. When this came to my attention I went out to meet with the customer to attempt some type of conflict resolution and and offer to repair the marks made by the screwdriver with a white epoxy repair kit. she wouldn't even shake my hand when I introduced myself and stuck my hand out. I looked at the refrigerator which had been running for several day since we were last there and there was no water accumulation in the crisper. She kept complaining about my technicians but admitted that she had not seen the water build up again since we made the repair.  I did offer to make the repair to the marks and she refused and kept saying that either my company or the insurance company would be buying a new refrigerator. I also offered a free preventive maintenance check of her air-conditioning unit and she stated she would think about it and later declined. She just kept saying from day one even before we made our repairs that she wanted us to get her a new refrigerator. She went as far as to try to get my tech to state that we recommend a replacement when it wasn't necessary. We left the unit in good working condition with a few visual scratches we were willing to repair and she declined any form of mitigation or attempted resolution concerning this entire situation. In our professional opinion the refrigerator is in good working order with a few cosmetic blemishes from a screw driver and the customer just wanted a brand new refrigerator from day one. No form of mitigation will satisfy this customer unless she gets what she wanted from day one. Someone to buy her a new refrigerator!Wayne A. M[redacted]AIRFAST Heating & Cooling Inc.Service / Installation / Air Quality###-###-####

Hello, on Friday 3/3 Mrs. [redacted] called into our offices and we put her on schedule for the same day with a technician who had one spot left. Our office explained to her the cost would be $79 for initial Diagnostic, which was to be paid at the initial visit, plus the cost of parts and labor to...

repair the unit at a later date. The cost to repair would be determined by our parts department and she would be informed of the cost for her approval before we did any repairs. Unfortunately this technician ended up in the hospital and we called Mrs. [redacted] to apologize that we could not make it out to her Friday and offered her a Saturday appointment, as one of our technicians offered to field a few of these Friday calls on Saturday. She asked if the diagnostic fee could be waved since we had to reschedule her, we told her no she still needs to pay the diagnostic fee if she wants us to come out. On Saturday 3/4 our technician went out and determined what was wrong with her furnace. She wanted to pay her diagnostic fee with a credit card and the technician instructed her to call into the office in order to pay. On his invoice in the payment section he wrote 'call in' to indicate that she had been instructed to call in this payment, this is an invoice she signed off on and was given a copy of. She never called in payment. She also asked him what the part would cost and he told her that he didn't know the cost and that the parts department would determine this. She said she'd like to pay for the part now. He said he could not charge her for that as the part could cost anywhere between $10-$100 and he would hate to charge her more for something that could potentially end up being only a $10 part, so she will have to wait for the actual cost. As Mrs. [redacted] was without heat our technician offered to either do a temporary bypass on a limit in the draft induce motor to give her house heat until we could return to repair it or he wouldn't do the bypass and she could wait for us to return and repair. Our technician also explained that this bypass is completely safe, there is no possible negative outcome. This bypass does not do any damage to the unit, there is nothing about this bypass that needs to be fixed, and it is not unsafe. Doing this bypass is similar to if a breaker trips in your house and you reset the breaker. Resetting the breaker is safe -however, you would still need to fix whatever is causing the breaker to continuously trip in order to solve the real issue. In the furnace we are fixing what is 'continuously tripping the breaker' and for the time being the temporary bypass has 'reset the breaker' in the furnace. She asked if we could do the temporary bypass. This was written out on her invoice which she signed off on. On Monday 3/6 our parts department located her part which totaled $25. They determined the cost of labor to repair the unit and added in the diagnostic fee of $79, which she still had not paid. The total was $218 and we called to inform her of this cost and that we could come out to her the same day to repair. She said this was an outrageous cost and that she thought the cost should be $89 which was the diagnostic fee plus $10 for a part. She said the technician told her the part was only $10, even though this is not what the technician had actually told her. She asked what $218 was for and we broke down the diagnostic fee, the part, and the labor to repair. She said she felt like we were ripping her off and wanted the price lowered. Our parts department spoke with a supervisor to see if they could give her a discount. We try to work with customers to make our services more affordable when we can. The supervisor approved dropping the price to $180 though we couldn't go any lower. It is worth noting that we called around and on average this part replacement cost with other companies in Columbus would be between $250-$300 so our cost is quite fair. She agreed to $180. Our technician went to pick up the part for her unit and go out to repair. A mistake was made at the manufacturer and they gave us a similar part, but not the exact one we ordered. When our technician arrived at her house he realized the mistake and informed her that we would immediately go back to get the correct part and fix the unit. She would not let the technician leave to get the correct part and kept him at her house as she called into the offices.  She called in to say that she felt this was completely unacceptable and that we better not charge her for this extra time. We told her that the price is set at $180, this mistake was not related to her and she would not be charged for it. She asked to speak to a supervisor so that she could tell them she felt she should receive a further discount because of this mistake, and that maybe she shouldn't have to pay at all. We said we couldn't discount any further and no supervisor was available at this time. She said this time we better get the correct part. We agreed and we had our technician take the part from her furnace that wasn't working to it match up at the manufacturer. She asked our office to reschedule her for Thursday after 5pm. Even though this is typically after hours for us, we agreed to this time in order to make up for the mistake that had occurred.  After informing our supervisor that she asked if we could fix her furnace for free and that she had still not paid the diagnostic fee, we were asked to call and get payment for the diagnostic fee. We called her on Tuesday 3/7 to ask for payment for the diagnostic fee and she told us that we should repair her unit for free and that she should not have to pay anything due to the mistake. We explained to her that we could not do this, and that at this point we would at least need the initial payment of the diagnostic fee before proceeding any further with repairs. She said that she wouldn't pay us anything and that we were to return her part. We explained we are happy to return her part but she will still need to pay the diagnostic fee of $79 and then she is free to go with another company. We have reached out to her several times to either complete repairs, return her part and receive payment, or reach some sort of resolution but she has not returned any calls.

This customer was very difficult and abusive to our technicians from day one. The first time we went out to the home the tech was trying to properly diagnose the reason for condensate accumulation in the crisper. During the diagnosis the customer became extremely abusive and told the tech to leave...

without being able to properly complete his assessment. When we sent out a 2nd tech he was able to ascertain that the magnetic flap strip that seals the two doors to the middle refrigerator / freezer divider was not sealing properly and we ordered a replacement part. The cause of the water accumulation was improper seal causing excess condensate accumulation in the lowest point of the refrigerator which was the left crisper. The 2nd tech returned a few days later and completed the repair without incident. We received a recall order from the home warranty company several days later. The order said there was water accumulating again in the same area but our 3rd tech went out he found no evidence of water accumulation. While he was there the customer kept giving him a hard time telling him she just wanted the refrigerator replaced by her warranty company. He stated that when he told her she would have to talk to her home warranty program about a cash out for replacement she became irate. He said it was if all she wanted us to do is tell here insurance she needed a need unit which is fraud. The technician attempted to remove the back panel of the refrigerator to investigate the condensate problem a little further and left a few screwdriver marks on the panel. After the customer saw the marks she started to scream and be abusive to our technician and threw him out of her house. When this came to my attention I went out to meet with the customer to attempt some type of conflict resolution and and offer to repair the marks made by the screwdriver with a white epoxy repair kit. she wouldn't even shake my hand when I introduced myself and stuck my hand out. I looked at the refrigerator which had been running for several day since we were last there and there was no water accumulation in the crisper. She kept complaining about my technicians but admitted that she had not seen the water build up again since we made the repair.  I did offer to make the repair to the marks and she refused and kept saying that either my company or the insurance company would be buying a new refrigerator. I also offered a free preventive maintenance check of her air-conditioning unit and she stated she would think about it and later declined. She just kept saying from day one even before we made our repairs that she wanted us to get her a new refrigerator. She went as far as to try to get my tech to state that we recommend a replacement when it wasn't necessary. We left the unit in good working condition with a few visual scratches we were willing to repair and she declined any form of mitigation or attempted resolution concerning this entire situation. In our professional opinion the refrigerator is in good working order with a few cosmetic blemishes from a screw driver and the customer just wanted a brand new refrigerator from day one. No form of mitigation will satisfy this customer unless she gets what she wanted from day one. Someone to buy her a new refrigerator!Wayne A. M[redacted]AIRFAST Heating & Cooling Inc.Service / Installation / Air Quality###-###-####

Our technician arrived to [redacted] @ [redacted] st,Blacklick,OH 43004 on 1/6/16 and found hose for the pressure switch was cracked not allow to close pressure switch  and run furnace  thru the full cycle, so he repaired hose and furnace came up and was working fine, technician...

collected diagnostic fee 79.00 and hose repair 59.00 total check was for 138.00 check #[redacted].  We received  call back from Mr. [redacted] that furnace stop working and  we send same technician back in less that 30 min to see what happen, he arrived and found furnace not operational and he determine that pressure switch It self is bad, so he went to supply house and pick up new pressure switch came back and replace it, furnace came back and was up and working properly he notified home owner that pressure switch and flame sensor that he replaced would be additional 140.00 and a person who was at the house refuse to pay this amount and our technician just left the house without any  argument. Next few  days we received call again indicating that furnace stop working again so we schedule our senior technician for 1/12/16 because we been told  that no one is going to be  home  before that day and our tech arrived again on 1/12/16 and found evaporator coil plugged up almost 75% and tripping high limit because of a lack of air flow and poor maintenance on this equipment He offer evaporator cleaning and replacing limit switch for 298.00 and was turned down We did not charge MR. [redacted] 140.00 for parts we installed pressure switch and flame sensor , he refused to pay thatWe did not charge  79.00  for senior tech for his   diagnostic fee on 1/12/16  , so 138.00 that Mr. [redacted] paid us has nothing to do with evaporator cleaning and till he clean that and replace limit switch he will continue have issue with his furnaceThank You,

Hello, on Friday 3/3 when we put Mrs. [redacted] on schedule the same day, she is correct that we did call her twice. We attempted to shuffle around calls from the technician, who ended up in the hospital, onto other schedules as we did not want to inconvenience our customers further. Moving customers onto other technician's schedules would require them being later so at first we called Mrs. [redacted] to say that we would still try to make it out to her today, but it may be later and we are sorry for the inconvenience. When it turned out there were too many calls to move and one technician volunteered to field some of these calls on Saturday, we asked to move her to Saturday which was the ultimate outcome we explained in our first response. On Friday when we explained to her that a technician had an emergency and ended up in the hospital she was very understanding about needing to be moved, but did ask if the fee could be waved due to the inconvenience. We apologized for the inconvenience and wished that we could have kept her on schedule Friday but ultimately told her the fee could not be waved. On Friday we also informed her of the Diagnostic fee. This is a standard fee that every HVAC company has and it is always separate from the cost of parts and labor. It is also to be paid upfront at the initial visit. The technician did ask her to call in payment to the office as we explained in our previous response, this is why he wrote 'call in' in the payment section of his invoice she signed off on. Also in Mrs. [redacted]'s response she writes "He further stated to wait to when they come back or call it in after you know the full price." As she stated in her response - the technician did not tell her that he knew the exact cost of the part or what the full price would be. He did not tell her the total cost would be $79 plus a $10 part, and she knew the total cost would be a different number. It would be impossible for us to give her a full price quote before we knew what was wrong with her unit, the cost of the part, and how long it would take to fix. On Saturday she told the technician the fee might be waved, which was inaccurate. The technician was not sure whether this was true as he was informed to collect the $79 diagnostic fee. On the form he did write 'No service fee?' with a question mark to indicate that he would check into her claim. We have never waved a diagnostic fee and when we give discounts it comes out of the cost of labor. We absolutely try to work with customers to lower our labor cost when we can, as we want to be as affordable as possible. We understand certain things like heat are necessities and not everyone has a large budget. That being said we still cannot offer services for free as we have many good hard working technicians we need to support.   This is not a part we carry on our trucks. In fact it is not a generic part, this particular limit is specialized to this individual unit. Limits are not ever something that technicians keep on their trucks because they vary by furnace and it would be impossible to keep every possible type on a truck. They are always custom ordered based on the particular make, model, and serial number of the furnace. On Monday when Mrs. [redacted] called into our offices with the technician on site, she got a hold of our parts department. They put her on hold in order to call the manufacturer to see if they still had the correct part we ordered. While this was occurring another person at our office phoned the technician to see if he was able to go get the correct part after we procured it. He was able to do this. Mrs. [redacted] requested we reschedule for Thursday after 5pm. We wanted to complete her work Monday but she requested that it be moved. If we had rescheduled her for a different day we would have moved her to Tuesday, not as far away as Thursday as we regularly schedule all of our calls for the same/next day. We only gave her after hours on Thursday at her specific request, and in order to make up for all of the inconvenience. She did not request the same technician when we called her Monday. We are happy to send the same technician back if requested, but unless it's requested it is not a guarantee. The technician we sent her was in the area on Monday, which is why we assigned him this call. She states in her response that she requested the same technician and requested her old part back, but at this point she could not have asked for her part back as we had not yet taken it to match up at the manufacturer. Our office did call Mrs. [redacted] and leave a message asking to secure payment as she had not paid the diagnostic fee at this point. We could not do further work on her unit until she had at least paid the diagnostic fee since at this point we were concerned that she may not pay us at all even after we complete the work. Multiple times she had suggested that she shouldn't have to pay due to the inconvenience we've caused her. As we explained in the previous response her furnace was not left unsafe. In her response she states 'Not once have they tried to resolve this' but does acknowledge that our technician called her to try and resolve the situation. We also tried to resolve the situation on Tuesday before she had filed any complaint. She did call our technician back while he was on another call and could not answer, but did not leave a message. We have since phoned her back both from the office and had the technician call her back. She finally returned our call. We offered to either repair her unit or have her pay the diagnostic fee and she can move onto another company for the repair. She refused to pay the diagnostic fee and stated that she did not feel safe having us come back out to her. She also told us to keep the part. She said she would need to pay lots of money to fix what we did to her furnace since we made it unsafe, but then stated she had already had it fixed for way cheaper than what we were charging and that we were clearly ripping her off. As stated in our previous response the only things we have done to her unit is remove an old limit which we were going to replace as a part of the repair and we 'reset the breaker' on a limit. Her furnace is safe and she is free to have another company come out for what will likely be a $250-300 repair. We are sorry we could not help her further.  We consider this case closed. Thank you.

Hello, Ms. [redacted] called in on 9/4 and spoke with our secretary. She immediately demanded to speak to the business owner. We are not able to directly transfer anyone to the business owner who asks to speak with them, without first gathering information and trying to resolve the issue at hand. She said we had been out to her home on over six occasions to fix six different issues with her AC and it has now been three months since our last trip to her house. She said her unit is still not working and our technician had promised to be out to her house late in the evening and he never showed up. Our secretary asked her more questions to understand what had happened here. We looked through the schedule and could not find Ms. [redacted] where she had said she was. We also explained that we do not offer evening calls nor do technicians schedule their own calls, only the scheduling department can do this. With the information she provided we were able to find her past invoices. We discovered that we have only had two work orders for her totaling two repairs that needed to be fixed, and with only three trips to her house. The first work order was repaired on site. The second work order required us to diagnose the unit on the first trip and return with a part on the second trip, this being the thermostat. We explained our findings to Ms. [redacted] who again insisted we had been out far more times for far more issues than we had record of. She also explained that every trip to the home she believed counted as a separate repair. We explained to her that multiple trips for the same repair is a normal occurrence as most repairs require two trips, one trip to diagnose and one trip to repair. She again demanded to speak to the business owner who was not available. On the second invoice there is a note that reads the technician brought a non programmable thermostat to install, homeowner refused service. Because the home owner refused service the work order had been closed out, this is also why we had not contacted Ms. [redacted] after the final trip to her home. We had only learned of this issue after she contacted us back 2 1/2 months after our last trip out.  Ms. [redacted] said the she did not outright refuse service, she had only wanted a different thermostat. Our secretary apologized for the confusion and explained that if she contacts her insurance company and places a recall she would not have to pay a new deductible, and this would reopen a work order so that we could complete the desired work. She refused to call her insurance company and once again demanded to speak to the business owner who was unavailable to speak with her. Ms. [redacted] said she was filing a report with the Revdex.com and then hung up on us. Our secretary called her insurance company to clarify how many work orders we had serviced for this customer. They confirmed that we had only been sent two. They also explained that Ms. [redacted] had previously been sent a different company to service her unit, she may have been mixing up our company with theirs which is why she initially stated we had been out to her home over six times. We also asked her insurance company what the proper response is when someone refuses service, they agreed that closing out the work order was the correct step. We called Ms. [redacted] back and explained our findings. At this time she still insisted we had been out to her house over six times. We again explained that we could come back out to her home and install a basic programmable stat, as Ms. [redacted] is correct that a basic programmable stat is covered under her insurance company's policy. However she would still need to place a recall with her insurance company as her previous work order was closed 2 1/2 months ago and we were not currently authorized to do any repairs at her home. She refused to do this and insisted we just needed to come back with the thermostat she wanted and do the repair. We once again explained that we would be happy to do the repair she only needed to place a recall. She said she was filing a report with the Revdex.com today and then hung up on us again. A week later we received a recall from her insurance company. She had placed this claim after our business hours and when we received the work order the following morning during our business hours we immediately called her and put her on schedule. She answered and agreed to service today on 9/21. We will be sending our technician with a basic programmable thermostat. We are happy to service and complete repairs on Ms. [redacted]'s AC. We do apologize for not being able to do this work without having her place a recall with her insurance company, but there are certain procedures we must follow both for Ms. [redacted]'s safety as well as our own. Thank you.