AMX Cooling & Heating

The business has responded Please see below:Having reviewed the rejection sent by the customer, [redacted] will agree to the terms listed in his letter Since the credit card company has already refunded $1,to him, [redacted] will settle for the amount originally charged for the work completed less the $1,already refundedI trust that this will satisfactorily resolve the complaintPlease post this response as offered below and your confirmation would be appreciatedThank you for your help, [redacted]

To Whom It May Concern, In response to the submitted complaint, we offer the following I received a call from *** *** this morning at which time she calmly asked me to review the invoices with her. I pointed out to her that there was no specific “credit” noted, but I
showed her where on one invoice we excluded the labor charge for hours ($value), and on a second service call we excluded the labor for hour ($value). She was ok with that. Additionally, and for customer satisfaction, we will be crediting $off the remaining open invoice leaving a balance due of $representing the cost of a defrost control board installed. Again, she agreed I believe we have reached an amicable settlement and the account will show a zero balance once we receive her check of $375.00. I offered to then mail to her a zero balance statement Randy A*** Service Coordinator Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

The following was sent to *** *** on 4/*/at 2:pm:***,Thank you for taking the time to speak with me todayregarding complaint #***In summary, the initial call for "no heat" for therental apartment was placed by the realtor, *** *** (###-###-####) on orabout 1/**/and the
service appointment was scheduled for 1/**/2015. Wediagnosed a bad compressor and expansion valve. The parts were quoted,plus labor at *** plus tax would be additional. Our service laborrates were explained to *** on the phone prior to getting approval so he couldreview them with the ***. This diagnostic call was paid for by therealtor's *** in the amount of $265.52. Once *** called me back withthe approval to proceed, the parts were ordered. On 1/**/I received (andstill have) an email from *** with the ***'s billing information and creditcard numberWe returned on 2/*/to pull the unit from its cabinetand took all steps necessary to clean the coil, replace the compressor andexpansion valve and recharge the unit. On startup, the brand newcompressor failed and we noted a new compressor needed to be ordered andreplaced. This would all now be under warranty. We also at thistime determined that the original control board was failing and should bereplaced. Again, the quoted price for the board and labor was given tothe realtor *** and we got approval.On 3/*/(the tenant was not available until this dateand we scheduled to return based on the tenant's approved schedule) we, underwarranty, replaced the compressor and installed the new control board. Asit turned out, the new control board had a defect out of the box so theoriginal old board was reinstalled and this board was not invoiced. Thenew replacement was ordered and we returned 3/**/to install it and testfor proper operation The board and labor were then invoiced and includedwith the final charges. Everything was now ok.The invoice with the paid credit card receipt were mailed to*** ***. It was only after he received it, and then, for the 1st timeduring these events, did he call me to dispute the charges. I was a bitsurprised as I believed he was made aware of our quoted prices and labor ratesby the realtor representing him thus far. He also acknowledged that theunit was working properly at this time.In an effort to show good faith, *** will refund the initialdiagnostic charge which was $not $269.52), and we will deduct $315.00(plus tax=$341.38) from the $labor charge to accommodate for time spenton "phone calls" from the apartment with another mechanic to confirma bad compressor. This credit equated to approximately hours of the 6hours my technician was on site. We feel this to be more than a fairresolution as our mechanic was not on the phone for hours.Providing *** *** did not cancel the charges to his card,we will remit a refund check to him in the amount of $606.47.I have attached copies of the documents supporting our caseand the work performed.Please let me know if you need anything further.Thank you, *** ***
*** ***
*** *** * *** ***
*** *** ***
*** ** ***
*** *** ***
*** ***

The business has responded.  Please see below:Having reviewed the rejection sent by the customer, [redacted] will agree to the terms listed in his letter.  Since the credit card company has already refunded $1,000.00 to him, [redacted] will settle for the amount originally charged for the work completed less the $1,000.00 already refunded. I trust that this will satisfactorily resolve the complaint. Please post this response as offered below and your confirmation would be appreciated. Thank you for your help, [redacted]

Review: The heating system in our Apt has a problem, heating system starts working but before reaching to the set temperature turn off. [redacted] sent a technician to find the problem and charged us 269.52 which paid at the beginning. He reported the problem is from Compressor and a Valve and need to be replaced. We agree and they order the parts and same person came and replace the compressor but same problem happen again while he was there. As per our tenant he was on the phone all the time getting direction how to solve problems and asking what is what. Finally he said that the new Compressor is not working and need to reorder. We requested a more intelligent and expert Tech to come from [redacted] to look at the problem. They sent another Tech who said problem is from new Compressor and Board, and will order the parts. After parts become available the Tech #2 came and replaced the Compressor for 2nd time and board. The heating system start working but Fan was not switch off. He said the new Board is defective also so has to reorder it and come back and replace it. Then the 1st Tech came and replaced the Board and heating system start working fine.

They Charge Us now 2971.64 as:

Service Tech 6 hr total 915.00

OEM Compressor & TXV 892.00

Trip Charge 5.00

Service Tech charge 2 hr total 300.00

DXM Board S17B0002N01 625.00

Trip Charge 5.00

Tax sale 229.64

Total: 2971.64

I spoke with their [redacted] that seems from the beginning the problem was Board not compressor because we have heat but it switch off improperly; and the lack of knowledge or experience of the 1st Tech that was sent to us caused change of Compressor. So I am OK to pay for the Part but not the time that he spent for replacing the Compressor which I think was functioning from beginning.

Also as per the [redacted] request I check with the other companies in the same Business and the hourly rate for [redacted] is much higher than the others and we did not agreed up on (it was not discussed); and also all companies that I talk to them deduct the initial visit (inspection) charge from the final bill which they did not.

Also it takes 2 months from this service to finish.

[redacted] already charged my credit card, and I requested credit card Company to place the charge on hold for now.

Would you please investigate and let me know how much I should pay beside the 269.52 that I already pay them?Desired Settlement: I spoke with their [redacted] that seems from the beginning the problem was Board not compressor because we have heat but it switch off improperly; and the lack of knowledge or experience of the 1st Tech that was sent to us caused change of Compressor. So I am OK to pay for the Part but not the time that he spent for replacing the Compressor which I think was functioning from beginning.

Also as per the [redacted] request I check with the other companies in the same Business and the hourly rate for [redacted] is much higher than the others and we did not agreed up on (it was not discussed); and also all companies that I talk to them deduct the initial visit (inspection) charge from the final bill which they did not.

Also it takes 2 months from this service to finish.

[redacted] already charged my credit card, and I requested credit card Company to place the charge on hold for now.

Would you please investigate and let me know how much I should pay beside the 269.52 that I already pay them?

I think it is fair to deduct the inspection visit from the final bill and also do not charge us for unnecessary time spent for Compressor replacement (I am OK to pay for the Part but not the Tech time). Total deduction would be 1184.52 (269.52+ 900).

In advance I appreciate your time and investigation

Business

Response:

The following was sent to [redacted] on 4/*/2015 at 2:50 pm:[redacted],Thank you for taking the time to speak with me todayregarding complaint #[redacted]In summary, the initial call for "no heat" for therental apartment was placed by the realtor, [redacted] (###-###-####) on orabout 1/**/15 and the service appointment was scheduled for 1/**/2015. Wediagnosed a bad compressor and expansion valve. The parts were quoted,plus labor at [redacted] plus tax would be additional. Our service laborrates were explained to [redacted] on the phone prior to getting approval so he couldreview them with the [redacted]. This diagnostic call was paid for by therealtor's [redacted] in the amount of $265.52. Once [redacted] called me back withthe approval to proceed, the parts were ordered. On 1/**/2015 I received (andstill have) an email from [redacted] with the [redacted]'s billing information and creditcard number. We returned on 2/*/2015 to pull the unit from its cabinetand took all steps necessary to clean the coil, replace the compressor andexpansion valve and recharge the unit. On startup, the brand newcompressor failed and we noted a new compressor needed to be ordered andreplaced. This would all now be under warranty. We also at thistime determined that the original control board was failing and should bereplaced. Again, the quoted price for the board and labor was given tothe realtor [redacted] and we got approval.On 3/*/2015 (the tenant was not available until this dateand we scheduled to return based on the tenant's approved schedule) we, underwarranty, replaced the compressor and installed the new control board. Asit turned out, the new control board had a defect out of the box so theoriginal old board was reinstalled and this board was not invoiced. Thenew replacement was ordered and we returned 3/**/2015 to install it and testfor proper operation. The board and labor were then invoiced and includedwith the final charges. Everything was now ok.The invoice with the paid credit card receipt were mailed to[redacted]. It was only after he received it, and then, for the 1st timeduring these events, did he call me to dispute the charges. I was a bitsurprised as I believed he was made aware of our quoted prices and labor ratesby the realtor representing him thus far. He also acknowledged that theunit was working properly at this time.In an effort to show good faith, [redacted] will refund the initialdiagnostic charge which was $265.09 not $269.52), and we will deduct $315.00(plus tax=$341.38) from the $915.00 labor charge to accommodate for time spenton "phone calls" from the apartment with another mechanic to confirma bad compressor. This credit equated to approximately 2 hours of the 6hours my technician was on site. We feel this to be more than a fairresolution as our mechanic was not on the phone for 2 hours.Providing [redacted] did not cancel the charges to his card,we will remit a refund check to him in the amount of $606.47.I have attached copies of the documents supporting our caseand the work performed.Please let me know if you need anything further.Thank you, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

The business has responded. Please see below:Having reviewed the rejection sent by the customer, [redacted] will agree to the terms listed in his letter. Since the credit card company has already refunded $1,000.00 to him, [redacted] will settle for the amount originally charged for the work completed less the $1,000.00 already refunded. I trust that this will satisfactorily resolve the complaint. Please post this response as offered below and your confirmation would be appreciated. Thank you for your help, [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,