Airfast Heating & Cooling

This customer was very difficult and abusive to our technicians from day oneThe first time we went out to the home the tech was trying to properly diagnose the reason for condensate accumulation in the crisperDuring the diagnosis the customer became extremely abusive and told the tech to leave without being able to properly complete his assessmentWhen 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 partThe cause of the water accumulation was improper seal causing excess condensate accumulation in the lowest point of the refrigerator which was the left crisperThe 2nd tech returned a few days later and completed the repair without incidentWe received a recall order from the home warranty company several days laterThe order said there was water accumulating again in the same area but our 3rd tech went out he found no evidence of water accumulationWhile he was there the customer kept giving him a hard time telling him she just wanted the refrigerator replaced by her warranty companyHe stated that when he told her she would have to talk to her home warranty program about a cash out for replacement she became irateHe said it was if all she wanted us to do is tell here insurance she needed a need unit which is fraudThe 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 panelAfter the customer saw the marks she started to scream and be abusive to our technician and threw him out of her houseWhen 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 kitshe wouldn't even shake my hand when I introduced myself and stuck my hand outI looked at the refrigerator which had been running for several day since we were last there and there was no water accumulation in the crisperShe 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 refrigeratorI also offered a free preventive maintenance check of her air-conditioning unit and she stated she would think about it and later declinedShe just kept saying from day one even before we made our repairs that she wanted us to get her a new refrigeratorShe went as far as to try to get my tech to state that we recommend a replacement when it wasn't necessaryWe 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 situationIn 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 oneNo form of mitigation will satisfy this customer unless she gets what she wanted from day oneSomeone to buy her a new refrigerator!Wayne AM [redacted] AIRFAST Heating & Cooling Inc.Service / Installation / Air Quality###-###-####

We stand by our original responseIt is clear that this customer is just looking for someone to buy here a brand new refrigeratorHer refrigerator is working fineNothing we offered to do was acceptable for her short of replacing her refrigeratorShe is using this venue as a way to try to extort our company into replacing her refrigeratorWe have an A+ rating because we are a very reputable company with skilled technicians who care about customers.Wayne AM [redacted] AIRFAST Heating & Cooling Inc.Service / Installation / Air Quality###-###-####On Thu, Aug 11, at 3:PM, Wayne M [redacted] wrote:This customer was very difficult and abusive to our technicians from day oneThe first time we went out to the home the tech was trying to properly diagnose the reason for condensate accumulation in the crisperDuring the diagnosis the customer became extremely abusive and told the tech to leave without being able to properly complete his assessmentWhen 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 partThe cause of the water accumulation was improper seal causing excess condensate accumulation in the lowest point of the refrigerator which was the left crisperThe 2nd tech returned a few days later and completed the repair without incidentWe received a recall order from the home warranty company several days laterThe order said there was water accumulating again in the same area but our 3rd tech went out he found no evidence of water accumulationWhile he was there the customer kept giving him a hard time telling him she just wanted the refrigerator replaced by her warranty companyHe stated that when he told her she would have to talk to her home warranty program about a cash out for replacement she became irateHe said it was if all she wanted us to do is tell here insurance she needed a need unit which is fraudThe 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 panelAfter the customer saw the marks she started to scream and be abusive to our technician and threw him out of her houseWhen 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 kitshe wouldn't even shake my hand when I introduced myself and stuck my hand outI looked at the refrigerator which had been running for several day since we were last there and there was no water accumulation in the crisperShe 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 refrigeratorI also offered a free preventive maintenance check of her air-conditioning unit and she stated she would think about it and later declinedShe just kept saying from day one even before we made our repairs that she wanted us to get her a new refrigeratorShe went as far as to try to get my tech to state that we recommend a replacement when it wasn't necessaryWe 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 situationIn 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 oneNo form of mitigation will satisfy this customer unless she gets what she wanted from day oneSomeone to buy her a new refrigerator!Wayne AM [redacted] AIRFAST Heating & Cooling Inc.Service / Installation / Air Quality###-###-####

Hello, Ms [redacted] called in on 9/and spoke with our secretaryShe immediately demanded to speak to the business ownerWe 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 handShe 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 houseShe 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 upOur secretary asked her more questions to understand what had happened hereWe looked through the schedule and could not find Ms [redacted] where she had said she wasWe also explained that we do not offer evening calls nor do technicians schedule their own calls, only the scheduling department can do thisWith the information she provided we were able to find her past invoicesWe 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 houseThe first work order was repaired on siteThe 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 thermostatWe explained our findings to Ms [redacted] who again insisted we had been out far more times for far more issues than we had record ofShe also explained that every trip to the home she believed counted as a separate repairWe explained to her that multiple trips for the same repair is a occurrence as most repairs require two trips, one trip to diagnose and one trip to repairShe again demanded to speak to the business owner who was not availableOn the second invoice there is a note that reads the technician brought a non programmable thermostat to install, homeowner refused serviceBecause 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 homeWe had only learned of this issue after she contacted us back 1/months after our last trip out Ms [redacted] said the she did not outright refuse service, she had only wanted a different thermostatOur 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 workShe refused to call her insurance company and once again demanded to speak to the business owner who was unavailable to speak with herMs [redacted] said she was filing a report with the Revdex.com and then hung up on usOur secretary called her insurance company to clarify how many work orders we had serviced for this customerThey confirmed that we had only been sent twoThey 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 timesWe 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 stepWe called Ms [redacted] back and explained our findingsAt this time she still insisted we had been out to her house over six timesWe 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 policyHowever she would still need to place a recall with her insurance company as her previous work order was closed 1/months ago and we were not currently authorized to do any repairs at her homeShe refused to do this and insisted we just needed to come back with the thermostat she wanted and do the repairWe once again explained that we would be happy to do the repair she only needed to place a recallShe said she was filing a report with the Revdex.com today and then hung up on us againA week later we received a recall from her insurance companyShe 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 scheduleShe answered and agreed to service today on 9/We will be sending our technician with a basic programmable thermostatWe are happy to service and complete repairs on Ms [redacted] 's ACWe 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 ownThank you

Hello, on Friday 3/when we put Mrs [redacted] on schedule the same day, she is correct that we did call her twiceWe 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 furtherMoving 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 inconvenienceWhen 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 responseOn 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 inconvenienceWe apologized for the inconvenience and wished that we could have kept her on schedule Friday but ultimately told her the fee could not be wavedOn Friday we also informed her of the Diagnostic feeThis is a standard fee that every HVAC company has and it is always separate from the cost of parts and laborIt is also to be paid upfront at the initial visitThe 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 onAlso 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 beHe did not tell her the total cost would be $plus a $part, and she knew the total cost would be a different numberIt 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 fixOn Saturday she told the technician the fee might be waved, which was inaccurateThe technician was not sure whether this was true as he was informed to collect the $diagnostic feeOn the form he did write 'No service fee?' with a question mark to indicate that he would check into her claimWe have never waved a diagnostic fee and when we give discounts it comes out of the cost of laborWe absolutely try to work with customers to lower our labor cost when we can, as we want to be as affordable as possibleWe understand certain things like heat are necessities and not everyone has a large budgetThat 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 trucksIn fact it is not a generic part, this particular limit is specialized to this individual unitLimits 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 truckThey are always custom ordered based on the particular make, model, and serial number of the furnaceOn Monday when Mrs [redacted] called into our offices with the technician on site, she got a hold of our parts departmentThey put her on hold in order to call the manufacturer to see if they still had the correct part we orderedWhile 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 itHe was able to do thisMrs [redacted] requested we reschedule for Thursday after 5pmWe wanted to complete her work Monday but she requested that it be movedIf 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 dayWe only gave her after hours on Thursday at her specific request, and in order to make up for all of the inconvenienceShe did not request the same technician when we called her MondayWe are happy to send the same technician back if requested, but unless it's requested it is not a guaranteeThe technician we sent her was in the area on Monday, which is why we assigned him this callShe 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 manufacturerOur office did call Mrs [redacted] and leave a message asking to secure payment as she had not paid the diagnostic fee at this pointWe 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 workMultiple times she had suggested that she shouldn't have to pay due to the inconvenience we've caused herAs we explained in the previous response her furnace was not left unsafeIn 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 situationWe also tried to resolve the situation on Tuesday before she had filed any complaintShe did call our technician back while he was on another call and could not answer, but did not leave a messageWe have since phoned her back both from the office and had the technician call her backShe finally returned our callWe offered to either repair her unit or have her pay the diagnostic fee and she can move onto another company for the repairShe refused to pay the diagnostic fee and stated that she did not feel safe having us come back out to herShe also told us to keep the partShe 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 offAs 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 limitHer furnace is safe and she is free to have another company come out for what will likely be a $250-repairWe are sorry we could not help her further We consider this case closedThank you