Al-Don Indoor Air Quality Specialists LLC

Our charges to drive to a customers house and present a correct diagnosis of their problem to them is always discussed with the customer when they schedule the appointment with us on the phoneWe drove to this customers home and gave him a correct diagnosis of the problem per his requestThe charges for this are $The customer, by not agreeing to pay us for the repair, declined the repairWe cannot make a customer authorize a repair, and in some cases, they opt to just pay for us to come to their home and diagnose their situation for themOur "trip charge" and "diagnostic charge" is one chargeThis is separate from the repair chargesWhen a customer calls us and schedules us to come out, they authorize the $charge over the phoneOur repair charges are explained in full and if the customer does not authorize repairs, we only charge the $Our services were supplied to this customer per his wishes and authorization and we expect to be paid for our servicesWe will not refund these charges

Mr [redacted] called us on November 16th, he wanted a service call concerning water around his furnaceWe scheduled for the 18th, but he cancelled the callWe rescheduled to the 21st of November and went to his homeWe found a cracked flue transition, looked up the warranty, and found the part was under warranty but the labor was notWe explained that the part was under warranty but the labor would be $Mr [redacted] proceeded to call our office everyday and keep my dispatcher, [redacted] , on the phone for to minutes at a time arguing that he should not have to pay the $He said [redacted] should pay for it since they paid the labor for evaporator coils in the summer on the same system replaced by another companyWe explained to him that he would have to work that out with ***We did not install this system and we were called because he could not get satisfaction from the installing companyThis broken part was found by the installing company in the summer but they did not fix it for whatever reasonI feel Mr [redacted] has had plenty of time to fix this before winter and now all of a sudden we are putting him at risk? [redacted] has explained to him that we would need the $and we would come fix it but he insists on arguing about itWe offered to contact [redacted] for him and also sat in on a conference call between [redacted] and Mr [redacted] He was told the same thing by ***, they would not pay for the laborImmediately after the conference call, Mr [redacted] called our office again to argue about the charges and had [redacted] on the phone again for minutesShe transferred the phone to me, [redacted] , and as the service manager, I told him we are cutting ties with himHe is not to call the office, we will not be going out to his house for any service and that the call to replace the part is not going to happenWe returned the part to [redacted] and informed [redacted] that we will no longer do business with Mr [redacted] [redacted] from [redacted] is supposed to be handling this, he is our representative and is well aware of the problem

Complaint: [redacted] I am rejecting this response because: In her response, [redacted] , service manager, has accused me that I called the office everyday, I talked to [redacted] , dispatcher, to minutes at a time and I arguedThese accusations are absolutely not true.? [redacted] never mentioned such thing during my calls.? She was always nice, respectful and helpfulAlways calls were for few minutes.? The only call that lasted longer was the conference call with [redacted] and Mr [redacted] ***, [redacted] RepBut this call was arranged by [redacted] and conference was Mr***’s idea.? Why Ms [redacted] is blaming me?? I did not argue with [redacted] or Mr [redacted] or Ms [redacted] I had already told [redacted] that if [redacted] will not pay I will paySame thing I told the [redacted] Rep during the conferenceThere was never any argument about it or anythingI still do not understand why Ms [redacted] exaggerated and twisted every fact to justify her actions and behavior that was unwarranted and wrong.? There is no valid justification for cancelling and leaving unfinished jobThus, I ask Al-Don to refund $99/- I paid for the tech visit Sincerely, [redacted]

Al-Don did a fantastic job taking care of my family when other companies just wanted to rip me off I couldn't speak highly enough of Al-Don!!! Went through two competitors to be told bogus things were wrong, and both tried to sell me water heaters and furnaces even though mine were less than two years old Al-Don stepped in and walked me through everything that needed fixed and discussed solutions in detail WITH NO PRESSURE! We had them replace whole A/C system, at a very reasonable price (better than both prior competitors)We scheduled earliest date possible as they were busyThey had an unexpected cancellation and had enough kindness to call and offer me the immediate opening, which was AWESOME since we had a newborn baby in the hot houseThe install was quick and efficientThe technician even showed me how they ran a wire differently to prevent the problems which caused a failure in the last system Al-Don has earned my busienessThanks for keeping my family cool in a hot situation!

Complaint: ***
I am rejecting this response because:
In her response, *** ***, service manager, has accused me that I called the office everyday, I talked to ***, dispatcher, to minutes at a time and I arguedThese accusations are absolutely not true. *** never mentioned such thing during my calls. She was always nice, respectful and helpfulAlways calls were for few minutes. The only call that lasted longer was the conference call with *** and Mr*** ***, *** RepBut this call was arranged by *** and conference was Mr***’s idea. Why Ms *** is blaming me? I did not argue with *** or Mr*** or Ms ***I had already told *** that if *** will not pay I will paySame thing I told the *** Rep during the conferenceThere was never any argument about it or anythingI still do not understand why Ms *** exaggerated and twisted every fact to justify her actions and behavior that was unwarranted and wrong. There is no valid justification for cancelling and leaving unfinished jobThus, I ask Al-Don to refund $99/- I paid for the tech visit
Sincerely,
*** ***

Our charges to drive to a customers house and present a correct diagnosis of their problem to them is always discussed with the customer when they schedule the appointment with us on the phoneWe drove to this customers home and gave him a correct diagnosis of the problem per his requestThe charges for this are $The customer, by not agreeing to pay us for the repair, declined the repairWe cannot make a customer authorize a repair, and in some cases, they opt to just pay for us to come to their home and diagnose their situation for themOur "trip charge" and "diagnostic charge" is one chargeThis is separate from the repair chargesWhen a customer calls us and schedules us to come out, they authorize the $charge over the phoneOur repair charges are explained in full and if the customer does not authorize repairs, we only charge the $Our services were supplied to this customer per his wishes and authorization and we expect to be paid for our servicesWe will not refund these charges.

Mr*** *** called us on November 16th, he wanted a service call concerning water around his furnaceWe scheduled for the 18th, but he cancelled the callWe rescheduled to the 21st of November and went to his homeWe found a cracked flue transition, looked up the warranty, and
found the part was under warranty but the labor was notWe explained that the part was under warranty but the labor would be $Mr*** proceeded to call our office everyday and keep my dispatcher, ***, on the phone for to minutes at a time arguing that he should not have to pay the $He said *** should pay for it since they paid the labor for evaporator coils in the summer on the same system replaced by another companyWe explained to him that he would have to work that out with ***We did not install this system and we were called because he could not get satisfaction from the installing companyThis broken part was found by the installing company in the summer but they did not fix it for whatever reasonI feel Mr*** has had plenty of time to fix this before winter and now all of a sudden we are putting him at risk? *** has explained to him that we would need the $and we would come fix it but he insists on arguing about itWe offered to contact *** for him and also sat in on a conference call between *** and Mr***He was told the same thing by ***, they would not pay for the laborImmediately after the conference call, Mr*** called our office again to argue about the charges and had *** on the phone again for minutesShe transferred the phone to me, *** ***, and as the service manager, I told him we are cutting ties with himHe is not to call the office, we will not be going out to his house for any service and that the call to replace the part is not going to happenWe returned the part to *** and informed *** that we will no longer do business with Mr*** *** from *** is supposed to be handling this, he is our representative and is well aware of the problem

Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@al-don.com
On 6/28/my service tech went to an emergency no cooling call at the customers home and found a fuse blownHe did not have the correct
fuse so he installed his circuit breaker type tester on the customers equipment to give him air conditioning and left it on there until he could order the correct fuse and returnHe stayed to see if the tester would trip, it did not, so he left
On 6/29/my service tech returned because the tester had tripped and there was no coolingMy tech found the time delay board in the air conditioner was burned and the thermostat wires in the ground were open and not sending voltage to the air conditioner to turn it onThe air conditioner sits out in the backyard aprox ft from the houseThe customer opted to buy a new thermostat, which has a built in time delay instead of replacing the board and my tech ran a temporary foot run of wire to get him cooling until we could return to dig a trench and bury it or move the air conditioner closer to the houseMy tech gave him the cost of burying the wire or moving the air conditioner and he was supposed to decide and let us know
It takes a week to get the special order fuse because of the holiday weekendThe customer called prior to it coming in screaming and demanding we come out that day and bury the wireThe customer could not do it any other day because he had to workI talked with him at am and told him I did not have any openings that day but I will move some customers to accommodate him and we could go at 4:pmHe was very appreciative but then called back at 3:15pm and told me to cancel the call that he called another company to do the work and he wanted all of his money back for the fuse, the thermostat and the service chargesHe said he was calling his attorneyOur company policy is, if a customer says they are contacting their attorney, we can no longer talk to them, our attorney takes over with the customers attorney
The customer was never without cooling during the duration of thisHe was belligerent with my technician, my dispatcher and myselfWe sent him a bill for foot of thermostat wire and my technicians tester since we could not go back and get itIt was his choice to call another company when we were coming that day to do the workI feel my technician went above and beyond to make sure he had cooling and once he had decided to just bury the wire , he called and demanded it that dayWhen I made concessions again to accommodate him, he called another companyI feel we have given this customer the utmost in customer care and attentionI will credit him the cost of the fuse but I will not credit any other chargesAn invoice was sent to him for ftof thermostat wire and a circuit breaker testerIf he returns the wire and tester, I will rescind these specific charges

The $diagnostic charge Mr*** paid covered the cost of my tech driving to his house, diagnosing the problem and offering a repair to fix the problemAll of which, we completedWe give our customers the opportunity to accept or decline our repair recommendations after we diagnose the problemThey can authorize us to perform the repair or not, which Mr*** did not do, by saying he would not pay for itEither way, they must still pay us for the diagnostic charge. If Mr*** accepted the repair charges, as he says he did, then why all of the phone callsWhy would we have contacted the Rheem representative to get involved at allWhy the phone call immediately after the Rheem conference. If Mr*** was willing to pay for the repair, we would have scheduled him and went out and repaired his system alreadyWhy all of the phone calls if he was so easy going about the situationStephanie is our dispatcher and she goes above and beyond to help customers with their problems but she could not satisfy Mr*** so she passed the situation on to me as her managerThe fact that Stephanie was kind to him doesn't prove that she wasn't bothered by himThe long phone calls took her away from other tasks that she has to perform on a daily basis and was aggravated enough to pass him to meI, as the manager, made the decision to cancel all contact with Mr*** because he would not agree to the repair costs so no further discussion was necessaryThe part was returned to Rheem so they could pass this service on to a different Rheem dealer.

Complaint: ***
I am rejecting this response because:
In her response, *** ***, service manager, has accused me that I called the office everyday, I talked to ***, dispatcher, to minutes at a time and I arguedThese accusations are absolutely not true.? *** never mentioned such thing during my calls.? She was always nice, respectful and helpfulAlways calls were for few minutes.? The only call that lasted longer was the conference call with *** and Mr*** ***, *** RepBut this call was arranged by *** and conference was Mr***’s idea.? Why Ms *** is blaming me?? I did not argue with *** or Mr*** or Ms ***I had already told *** that if *** will not pay I will paySame thing I told the *** Rep during the conferenceThere was never any argument about it or anythingI still do not understand why Ms *** exaggerated and twisted every fact to justify her actions and behavior that was unwarranted and wrong.? There is no valid justification for cancelling and leaving unfinished jobThus, I ask Al-Don to refund $99/- I paid for the tech visit
Sincerely,
*** ***

Mr. [redacted] called us on November 16th, he wanted a service call concerning water around his furnace. We scheduled for the 18th, but he cancelled the call. We rescheduled to the 21st of November and went to his home. We found a cracked flue transition, looked up the warranty, and...

found the part was under warranty but the labor was not. We explained that the part was under warranty but the labor would be $68.00. Mr. [redacted] proceeded to call our office everyday and keep my dispatcher, [redacted], on the phone for 20 to 30 minutes at a time arguing that he should not have to pay the $68. He said [redacted] should pay for it since they paid the labor for 2 evaporator coils in the summer on the same system replaced by another company. We explained to him that he would have to work that out with [redacted]. We did not install this system and we were called because he could not get satisfaction from the installing company. This broken part was found by the installing company in the summer but they did not fix it for whatever reason. I feel Mr. [redacted] has had plenty of time to fix this before winter and now all of a sudden we are putting him at risk? [redacted] has explained to him that we would need the $68 and we would come fix it but he insists on arguing about it. We offered to contact [redacted] for him and also sat in on a conference call between [redacted] and Mr. [redacted]. He was told the same thing by [redacted], they would not pay for the labor. Immediately after the conference call, Mr. [redacted] called our office again to argue about the charges and had [redacted] on the phone again for 20 minutes. She transferred the phone to me, [redacted], and as the service manager, I told him we are cutting ties with him. He is not to call the office, we will not be going out to his house for any service and that the call to replace the part is not going to happen. We returned the part to [redacted] and informed [redacted] that we will no longer do business with Mr. [redacted] from [redacted] is supposed to be handling this, he is our representative and is well aware of the problem.

The $99 diagnostic charge Mr. [redacted] paid covered the cost of my tech driving to his house, diagnosing the problem and offering a repair to fix the problem. All of which, we completed. We give our customers the opportunity to accept or decline our repair recommendations after we diagnose the problem. They can authorize us to perform the repair or not, which Mr. [redacted] did not do, by saying he would not pay for it. Either way, they must still pay us for the diagnostic charge. If Mr. [redacted] accepted the repair charges, as he says he did, then why all of the phone calls. Why would we have contacted the Rheem representative to get involved at all. Why the phone call immediately after the Rheem conference. If Mr. [redacted] was willing to pay for the repair, we would have scheduled him and went out and repaired his system already. Why all of the phone calls if he was so easy going about the situation. Stephanie is our dispatcher and she goes above and beyond to help customers with their problems but she could not satisfy Mr. [redacted] so she passed the situation on to me as her manager. The fact that Stephanie was kind to him doesn't prove that she wasn't bothered by him. The long phone calls took her away from other tasks that she has to perform on a daily basis and was aggravated enough to pass him to me. I, as the manager, made the decision to cancel all contact with Mr. [redacted] because he would not agree to the repair costs so no further discussion was necessary. The part was returned to Rheem so they could pass this service on to a different Rheem dealer.

Initial Business Response /* (1000, 5, 2015/07/14) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@al-don.com
On 6/28/2015 my service tech went to an emergency no cooling call at the customers home and found a fuse blown. He did not have the correct fuse...

so he installed his circuit breaker type tester on the customers equipment to give him air conditioning and left it on there until he could order the correct fuse and return. He stayed to see if the tester would trip, it did not, so he left.
On 6/29/2015 my service tech returned because the tester had tripped and there was no cooling. My tech found the time delay board in the air conditioner was burned and the thermostat wires in the ground were open and not sending voltage to the air conditioner to turn it on. The air conditioner sits out in the backyard aprox 50 ft from the house. The customer opted to buy a new thermostat, which has a built in time delay instead of replacing the board and my tech ran a temporary 50 foot run of wire to get him cooling until we could return to dig a trench and bury it or move the air conditioner closer to the house. My tech gave him the cost of burying the wire or moving the air conditioner and he was supposed to decide and let us know.
It takes a week to get the special order fuse because of the holiday weekend. The customer called prior to it coming in screaming and demanding we come out that day and bury the wire. The customer could not do it any other day because he had to work. I talked with him at 9 am and told him I did not have any openings that day but I will move some customers to accommodate him and we could go at 4:00 pm. He was very appreciative but then called back at 3:15pm and told me to cancel the call that he called another company to do the work and he wanted all of his money back for the fuse, the thermostat and the service charges. He said he was calling his attorney. Our company policy is, if a customer says they are contacting their attorney, we can no longer talk to them, our attorney takes over with the customers attorney.
The customer was never without cooling during the duration of this. He was belligerent with my technician, my dispatcher and myself. We sent him a bill for 50 foot of thermostat wire and my technicians tester since we could not go back and get it. It was his choice to call another company when we were coming that day to do the work. I feel my technician went above and beyond to make sure he had cooling and once he had decided to just bury the wire , he called and demanded it that day. When I made concessions again to accommodate him, he called another company. I feel we have given this customer the utmost in customer care and attention. I will credit him the cost of the fuse but I will not credit any other charges. An invoice was sent to him for 50 ft. of thermostat wire and a circuit breaker tester. If he returns the wire and tester, I will rescind these specific charges.

Our charges to drive to a customers house and present a correct diagnosis of their problem to them is always discussed with the customer when they schedule the appointment with us on the phone. We drove to this customers home and gave him a correct diagnosis of the problem per his request. The charges for this are $99.00. The customer, by not agreeing to pay us for the repair, declined the repair. We cannot make a customer authorize a repair, and in some cases, they opt to just pay for us to come to their home and diagnose their situation for them. Our "trip charge" and "diagnostic charge" is one charge. This is separate from the repair charges. When a customer calls us and schedules us to come out, they authorize the $99.00 charge over the phone. Our repair charges are explained in full and if the customer does not authorize repairs, we only charge the $99.00. Our services were supplied to this customer per his wishes and authorization and we expect to be paid for our services. We will not refund these charges.

Al-Don did a fantastic job taking care of my family when other companies just wanted to rip me off. I couldn't speak highly enough of Al-Don!!! Went through two competitors to be told bogus things were wrong, and both tried to sell me water heaters and furnaces even though mine were less than two years old. Al-Don stepped in and walked me through everything that needed fixed and discussed solutions in detail WITH NO PRESSURE! We had them replace whole A/C system, at a very reasonable price (better than both prior competitors). We scheduled earliest date possible as they were busy. They had an unexpected cancellation and had enough kindness to call and offer me the immediate opening, which was AWESOME since we had a newborn baby in the hot house. The install was quick and efficient. The technician even showed me how they ran a wire differently to prevent the problems which caused a failure in the last system. Al-Don has earned my busieness. Thanks for keeping my family cool in a hot situation!