I am glad we were able to come to an agreement and found a solution to replace the R22 with NU-22 freon. Sarah will be contacting you to set an appointment to switch Freon to NU-22, at that appointment I will send a refund check with the technician with the $180 refund. Your feedback with this situation has been invaluable and will help us improve our service in the future, especially with re-guards to home warranty clients. Have a fantastic day!
[redacted], We are doing further research on this matter. W have contacted her warranty company about this issue and researching other aspects of this issue. I will be in contact with more detail and a full response with in a couple of days. I have already offered to refund her...
money charged per pound, if we remove the R22 we charged her unit with, but she did not find that satisfactory and responded with Revdex.com review/complaints and bad FB review.We will be contact soon,Katie
Let me first address the fraud claim on unit only having 4 lb R22. Attached you will see the spec sheet for the TZPA (TZPL is 410A verison of the R22 unit she has currently) The unit is shipped from the factory with 8.8XX lbs of freon. (See page 3 in the 348-CA series, even smaller units have more than 8 lb freon measurement is in oz so I converted it to lbs) You have a 4 ton unit, which is a cooling capacity/drive ton measurement. When you install a new unit it has freon normally preloaded in the system. Then you must add additional freon to fill the lineset and inside coil to make the system reach the correct pressure. On the 2nd issue you had heat and it requires freon to make that work. That statement is false because you have emergency back up heat and if your heat pump can not keep up or is not operational your heat strips inside the home will turn on and provide heat. The leak in the TVX did not happen overnight.3rd issue is not using the nitrogen to find the leak. Yes, that is common practice and their nitrogen tank was, I believe, empty so instead of not trying to fix your unit they added the Freon. If you need nitrogen to find a leak, then that means the unit does not have enough freon in it for the sniffer to pick up, so you would have to add nitrogen to pressurize the system. This supports the claim your unit was fairly low on Freon. at time of service: When the techs were completed you didn't immediately dispute the charges, though it was explained to you what the charges were for. You also were informed by your warranty company what your coverage was on freon without dispute. After your service call: You contacted [redacted] stating the previous company caused the leak and you should not be liable for charges. We told [redacted] that we didn't believe the other company caused the leak because they were working on a part not connected with the TXV, which is a metal soldered component. We found a leak in the solder joint of the TXV. Then you called us to try and get your money back for the freon: When we spoke and your reasons for wanting your money back were: 1. You had the money saved for other items 2. You have a home warranty so you don't have to pay for repairs 3. The previous company should of be liable for the freon 4. You should of been offered to decline serviceMy response to your concerns: 1. Recover the R22 and refund you the R22, but you not have a working unit. 2. I explained that you already received a discount on R22 as our market rate is $110 a pound and you received it at $85 a pound. [redacted] pays $10 a pound, then you are responsible for $75 for each pound used. Calling another provider would cost you more like $140 to $199 a lb. So, you saved a significant amount on the repair. Plus the warranty company paid $511 for the repair on the TXV. You knew your warranty company only covers $10 a pound. 3. You were not debating the charges and said you knew you owe. We left the conversation with the understanding that you would think about that option and call me back the following day. Your response was Revdex.com complainant/reviews on Facebook. In your complaint on Facebook you stated that [redacted] told you to file a complaint against All Pro into the Revdex.com, but per the [redacted] system notes state that the complaint should have went against [redacted]. [redacted]'s stance over these claims is that they only cover 10 dollars per pound of freon and the other company was not found liable. 4. You said that if you knew it was going to cost money you would only have taken a couple of pounds and I stated your system will not run without being at the correct pressures with Freon. Where we are at today: My offer still stands to recover the R22 and refund your charges, but I assume that will cost you more money per pound to recharge your system and getting it working.A second offer would be to remove the R22 and charge the system with NU-22 (R-22 alternative and only charge $65 a pound ($520-$80 warranty company covered=$440 due plus the $150 for R22 (2lb-mins $20 [redacted] covered=$130) Total due $570 which results in a refund of $180. NU-22 is an alternative and does not have the same properties as R22.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1. My heat working is NOT a false statement. I know how my furnace works, & my emergency heat was never turned on, my aux heat which is the heat that you are referring to ONLY came on when I adjusted my internal temp more than 2 degrees than the current indoor temp. Which meant that my heat was working just fine (requires freon to do so) So, I KNOW there had to be freon in the unit for this to be possible! (they told me it was COMPLETELY empty)2. If your techs are not properly equipped with the tools for reasonable diagnosis & repair for common issues you are licensed contracted to diagnose & repair I think this may speak on the level of service you are willing to provide your customers as well. You speak of them "instead of not repairing your unit, they used freon because their Nitrogen tank was YOU BELIEVE empty" as if they did me a favor. Obviously the AC was not needed this day as I was using the heat when they arrived. There was no immediate or emergency need for repair (or option given to me which I feel should have been even in the case of the "empty nitrogen)". So adding R22 to check for the leak on a supposedly empty unit would have then made it required to fill again with the R22 instead of a cheaper alternative that could have been used since the unit was empty as you say. Another option that was not given to me. 3. I did complain about the cost to your techs which was the reason I called the home warranty company while your techs were STILL here. (Even joked in an effort to keep my mood light that I would have to resort to prostitution to pay the bill) Your techs waited in my home for at least 30-45 minutes while I waited to speak to & discussed the issue with the home warranty company. I was also told that I am responsible for paying the contractor sent to my home on uncovered items & that once your diagnosis was called in they would be able to determine if the damages were caused by a prior company & possibly refund the charges. So as instructed I provided you payment and awaited response from [redacted]. It was NOT after the service call that I informed [redacted] that I thought the prior company may have caused the damage, it was actually before you guys ever came to my home. After asking YOUR techs how this damage could possibly happen, of which they also lead me to believe it was possibly caused by the prior company, even wrote it on my receipt that I have attached for you to view. However, when I was told my claim was denied based on your diagnosis I was told your tech reported normal wear & tear as the cause. If so, why didn't they put that on my receipt? So [redacted] after hearing my complaint then strongly suggested I contact your company directly to resolve. That's when I called your company back directly on May 5 2017.4. I called your company to seek resolution on a few discrepancies with the entire transaction & awaited your offer of resolution. (main being the money & never giving approval for repair & procedures not being followed correctly) After my own research I found more questionable things and then I felt it warranted the distrust I now have with your company. As I stated to you, I am not an unreasonable person. I am not trying to get over on ANYONE or allow anyone to get over on me or any other unsuspecting consumer if this is the case. a. Yes, I did have other plans for my money (as I'm sure you don't save money to make repairs on things) reason for my home warranty b. Yes, the reason I have a home warranty is to avoid $825 repair bills like yours (I never said I don't have to pay for repairs or I wouldn't have paid you thinking it would be resolved once the information was received) c. Yes, I stated that IF the previous company caused the damages then I didn't feel I should have been responsible for replacing what I thought should have been their liability (that only makes sense) d. Not only should I have been offered to decline the service, I should have been kept in the loop of what they were doing the whole time they were at my home, yet they only stopped to once completed. (in past experience with [redacted] I ususally never have an issue fixed the same day a tech comes out) I should have been contacted by your company (as per your scheduler) & the warranty company regarding the diagnosis, repair of uncovered services & fees PRIOR to any repairs being made. 5. I needed to research even your claim of the cost of the refrigerant before I decided to allow you to remove it, this is when I started speaking to other HVAC professionals explaining the situation I was in. They did confirm the high cost of the refrigerant & also educated me on some things I was not aware of when dealing with my heat pump system. These things advised & confirmed in triplicate made me question the integrity of your company. Which has brought us here.6. Indicating that I saved on the repair does not nullify the wrong doings here, & if my heat was working which it was, I had to have freon. If I allow you to remove it ALL, I feel you will be leaving with freon you didn't provide as well, then leaving me with a non working unit, When in fact it was partially working before your arrival, it was ONLY the AC that was not functioning properly.7. I did not debate the cost of the freon no, if it in fact was actually needed &/or put in. If in fact the unit was actually empty. But now I feel as though I will NEVER know based on your responses & my distrust in your company's integrity. due to the transaction as a whole.8. I said that if I knew it was going to cost THAT MUCH, not if it was going to "cost money" I was only expecting to pay my $75 deductible, NOT $825 of freon put in first & asked for approval NEVER! That possibly I could have had it half filled or something of which you advised that wouldn't have been possible.9. The offer of removal of the R22 & replacing with the alternative sounds acceptable however again I honestly question the integrity of your company coming back to my home.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I think you misread my response. I said that resolution would have been acceptable, however I do not trust your company to come back & work on my unit unfortunately.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I initially contacted this company regarding my complaint on May 5, 2017 at which time I was told she was going to further investigate & research. I didn't get ANY replies from them after a few messages I left until my attorney contacted them on May 17, 2017. I'm not sure how much more "research" is needed honestly.
Regards,
[redacted]
I am glad we were able to come to an agreement and found a solution to replace the R22 with NU-22 freon. Sarah will be contacting you to set an appointment to switch Freon to NU-22, at that appointment I will send a refund check with the technician with the $180 refund. Your feedback with this situation has been invaluable and will help us improve our service in the future, especially with re-guards to home warranty clients. Have a fantastic day!
[redacted], We are doing further research on this matter. W have contacted her warranty company about this issue and researching other aspects of this issue. I will be in contact with more detail and a full response with in a couple of days. I have already offered to refund her...
money charged per pound, if we remove the R22 we charged her unit with, but she did not find that satisfactory and responded with Revdex.com review/complaints and bad FB review.We will be contact soon,Katie
Let me first address the fraud claim on unit only having 4 lb R22. Attached you will see the spec sheet for the TZPA (TZPL is 410A verison of the R22 unit she has currently) The unit is shipped from the factory with 8.8XX lbs of freon. (See page 3 in the 348-CA series, even smaller units have more than 8 lb freon measurement is in oz so I converted it to lbs) You have a 4 ton unit, which is a cooling capacity/drive ton measurement. When you install a new unit it has freon normally preloaded in the system. Then you must add additional freon to fill the lineset and inside coil to make the system reach the correct pressure. On the 2nd issue you had heat and it requires freon to make that work. That statement is false because you have emergency back up heat and if your heat pump can not keep up or is not operational your heat strips inside the home will turn on and provide heat. The leak in the TVX did not happen overnight.3rd issue is not using the nitrogen to find the leak. Yes, that is common practice and their nitrogen tank was, I believe, empty so instead of not trying to fix your unit they added the Freon. If you need nitrogen to find a leak, then that means the unit does not have enough freon in it for the sniffer to pick up, so you would have to add nitrogen to pressurize the system. This supports the claim your unit was fairly low on Freon. at time of service: When the techs were completed you didn't immediately dispute the charges, though it was explained to you what the charges were for. You also were informed by your warranty company what your coverage was on freon without dispute. After your service call: You contacted [redacted] stating the previous company caused the leak and you should not be liable for charges. We told [redacted] that we didn't believe the other company caused the leak because they were working on a part not connected with the TXV, which is a metal soldered component. We found a leak in the solder joint of the TXV. Then you called us to try and get your money back for the freon: When we spoke and your reasons for wanting your money back were: 1. You had the money saved for other items 2. You have a home warranty so you don't have to pay for repairs 3. The previous company should of be liable for the freon 4. You should of been offered to decline serviceMy response to your concerns: 1. Recover the R22 and refund you the R22, but you not have a working unit. 2. I explained that you already received a discount on R22 as our market rate is $110 a pound and you received it at $85 a pound. [redacted] pays $10 a pound, then you are responsible for $75 for each pound used. Calling another provider would cost you more like $140 to $199 a lb. So, you saved a significant amount on the repair. Plus the warranty company paid $511 for the repair on the TXV. You knew your warranty company only covers $10 a pound. 3. You were not debating the charges and said you knew you owe. We left the conversation with the understanding that you would think about that option and call me back the following day. Your response was Revdex.com complainant/reviews on Facebook. In your complaint on Facebook you stated that [redacted] told you to file a complaint against All Pro into the Revdex.com, but per the [redacted] system notes state that the complaint should have went against [redacted]. [redacted]'s stance over these claims is that they only cover 10 dollars per pound of freon and the other company was not found liable. 4. You said that if you knew it was going to cost money you would only have taken a couple of pounds and I stated your system will not run without being at the correct pressures with Freon. Where we are at today: My offer still stands to recover the R22 and refund your charges, but I assume that will cost you more money per pound to recharge your system and getting it working.A second offer would be to remove the R22 and charge the system with NU-22 (R-22 alternative and only charge $65 a pound ($520-$80 warranty company covered=$440 due plus the $150 for R22 (2lb-mins $20 [redacted] covered=$130) Total due $570 which results in a refund of $180. NU-22 is an alternative and does not have the same properties as R22.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1. My heat working is NOT a false statement. I know how my furnace works, & my emergency heat was never turned on, my aux heat which is the heat that you are referring to ONLY came on when I adjusted my internal temp more than 2 degrees than the current indoor temp. Which meant that my heat was working just fine (requires freon to do so) So, I KNOW there had to be freon in the unit for this to be possible! (they told me it was COMPLETELY empty)2. If your techs are not properly equipped with the tools for reasonable diagnosis & repair for common issues you are licensed contracted to diagnose & repair I think this may speak on the level of service you are willing to provide your customers as well. You speak of them "instead of not repairing your unit, they used freon because their Nitrogen tank was YOU BELIEVE empty" as if they did me a favor. Obviously the AC was not needed this day as I was using the heat when they arrived. There was no immediate or emergency need for repair (or option given to me which I feel should have been even in the case of the "empty nitrogen)". So adding R22 to check for the leak on a supposedly empty unit would have then made it required to fill again with the R22 instead of a cheaper alternative that could have been used since the unit was empty as you say. Another option that was not given to me. 3. I did complain about the cost to your techs which was the reason I called the home warranty company while your techs were STILL here. (Even joked in an effort to keep my mood light that I would have to resort to prostitution to pay the bill) Your techs waited in my home for at least 30-45 minutes while I waited to speak to & discussed the issue with the home warranty company. I was also told that I am responsible for paying the contractor sent to my home on uncovered items & that once your diagnosis was called in they would be able to determine if the damages were caused by a prior company & possibly refund the charges. So as instructed I provided you payment and awaited response from [redacted]. It was NOT after the service call that I informed [redacted] that I thought the prior company may have caused the damage, it was actually before you guys ever came to my home. After asking YOUR techs how this damage could possibly happen, of which they also lead me to believe it was possibly caused by the prior company, even wrote it on my receipt that I have attached for you to view. However, when I was told my claim was denied based on your diagnosis I was told your tech reported normal wear & tear as the cause. If so, why didn't they put that on my receipt? So [redacted] after hearing my complaint then strongly suggested I contact your company directly to resolve. That's when I called your company back directly on May 5 2017.4. I called your company to seek resolution on a few discrepancies with the entire transaction & awaited your offer of resolution. (main being the money & never giving approval for repair & procedures not being followed correctly) After my own research I found more questionable things and then I felt it warranted the distrust I now have with your company. As I stated to you, I am not an unreasonable person. I am not trying to get over on ANYONE or allow anyone to get over on me or any other unsuspecting consumer if this is the case. a. Yes, I did have other plans for my money (as I'm sure you don't save money to make repairs on things) reason for my home warranty b. Yes, the reason I have a home warranty is to avoid $825 repair bills like yours (I never said I don't have to pay for repairs or I wouldn't have paid you thinking it would be resolved once the information was received) c. Yes, I stated that IF the previous company caused the damages then I didn't feel I should have been responsible for replacing what I thought should have been their liability (that only makes sense) d. Not only should I have been offered to decline the service, I should have been kept in the loop of what they were doing the whole time they were at my home, yet they only stopped to once completed. (in past experience with [redacted] I ususally never have an issue fixed the same day a tech comes out) I should have been contacted by your company (as per your scheduler) & the warranty company regarding the diagnosis, repair of uncovered services & fees PRIOR to any repairs being made. 5. I needed to research even your claim of the cost of the refrigerant before I decided to allow you to remove it, this is when I started speaking to other HVAC professionals explaining the situation I was in. They did confirm the high cost of the refrigerant & also educated me on some things I was not aware of when dealing with my heat pump system. These things advised & confirmed in triplicate made me question the integrity of your company. Which has brought us here.6. Indicating that I saved on the repair does not nullify the wrong doings here, & if my heat was working which it was, I had to have freon. If I allow you to remove it ALL, I feel you will be leaving with freon you didn't provide as well, then leaving me with a non working unit, When in fact it was partially working before your arrival, it was ONLY the AC that was not functioning properly.7. I did not debate the cost of the freon no, if it in fact was actually needed &/or put in. If in fact the unit was actually empty. But now I feel as though I will NEVER know based on your responses & my distrust in your company's integrity. due to the transaction as a whole.8. I said that if I knew it was going to cost THAT MUCH, not if it was going to "cost money" I was only expecting to pay my $75 deductible, NOT $825 of freon put in first & asked for approval NEVER! That possibly I could have had it half filled or something of which you advised that wouldn't have been possible.9. The offer of removal of the R22 & replacing with the alternative sounds acceptable however again I honestly question the integrity of your company coming back to my home.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I think you misread my response. I said that resolution would have been acceptable, however I do not trust your company to come back & work on my unit unfortunately.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I initially contacted this company regarding my complaint on May 5, 2017 at which time I was told she was going to further investigate & research. I didn't get ANY replies from them after a few messages I left until my attorney contacted them on May 17, 2017. I'm not sure how much more "research" is needed honestly.
Regards,
[redacted]