Arctic Air Conditioning & Heating Ltd

In the evening of 6/11/we received a dispatch from [redacted] , a home warranty company, that one of their customers had an air conditioning issueFriday (6/12/2015) we received a phone call from the above homeowner to schedule an appointment, which was scheduled for Saturday 6/13/ Normally we schedule diagnostic service appointments for home warranty customers during standard business hours (Monday through Friday, 8am to 4pm) as directed by the home warranty company In this case Miss [redacted] did not want to take off work Friday or Monday and we decided to schedule the service call for a Saturday to help accommodate Miss ***Our technician arrived at the home and proceeded to trouble shoot the air conditioner The compressor in the air conditioner did not operate due to a faulty start capacitor And the technician identified a leak in the refrigerant piping between the air conditioner and the house wall We received authorization to replace the faulty capacitor for the compressor The home warranty company denied repairing the leak in the refrigerant piping as this repair is not covered by Miss ***’s policy Prior to going out on home warranty service calls we are not provided with details such as how long a policy has been effective or what basis for coverage the homeowner has The home warranty company notifies the homeowner that the repair claim is to be deniedThe homeowner called Arctic Air’s office on the 15th to find out why Arctic did not repair the refrigerant piping and she was directed to call her home warranty company She stated that the home warranty company would approve the piping repair and we again insisted that she should call her home warranty company The homeowner was very insistent and rude during this conversationThe following week the homeowner called our offices and agreed to pay for repairing the refrigerant piping The day we were scheduled to repair the piping, there were severe thunderstorms in the area which prevented our technician from making the repair The homeowner was told she needed to reschedule July 2nd was chosen to make the repair On the July 2nd our technician called the homeowner and no one answered the telephone call The technician moved on to his next assigned callThe last time the home owner called our offices, we were again met with language and behavior from said homeowner that was threatening and inappropriate at best We attempted to calm down the homeowner and inform here we willing to schedule an appointment for our next available opening We were unable to get any form of communication during this interaction as the Miss [redacted] over talked, threatened and used inappropriate language then decided to terminate the conversationThe following day Miss [redacted] called our offices and again exhibited over demanding statements, threats and inappropriate language, the decision was made to not service this customer We have not completed nor do we intend to provide any additional services for this homeowner with respect for our technicians’ safety and that of our office staff As such we request the complaint be formally removed from record Now the homeowner states that the owner of Arctic is rude and our technician damaged her piping Arctic considers this issue settled

To the Revdex.com: In response to complaint ID ***,the deductible that was collected was for the home warranty company and was applied to replacing the compressor start capacitorThe customer paid nothing for the refrigerant repair, so there is nothing to refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.as mentioned before this is worst company I've ever dealt with. I would like a refund please and thank you
Regards,
[redacted]

In the evening of 6/11/2015 we received a dispatch from [redacted], a home warranty company, that one of their customers had an air conditioning issue. Friday (6/12/2015) we received a phone call from the above homeowner to schedule an appointment, which was scheduled for Saturday...

6/13/2015.  Normally we schedule diagnostic service appointments for home warranty customers during standard business hours (Monday through Friday, 8am to 4pm) as directed by the home warranty company.  In this case Miss [redacted] did not want to take off work Friday or Monday and we decided to schedule the service call for a Saturday to help accommodate Miss [redacted]. Our technician arrived at the home and proceeded to trouble shoot the air conditioner.  The compressor in the air conditioner did not operate due to a faulty start capacitor.  And the technician identified a leak in the refrigerant piping between the air conditioner and the house wall.  We received authorization to replace the faulty capacitor for the compressor.  The home warranty company denied repairing the leak in the refrigerant piping as this repair is not covered by Miss [redacted]’s policy.  Prior to going out on home warranty service calls we are not provided with details such as how long a policy has been effective or what basis for coverage the homeowner has.  The home warranty company notifies the homeowner that the repair claim is to be denied. The homeowner called Arctic Air’s office on the 15th to find out why Arctic did not repair the refrigerant piping and she was directed to call her home warranty company.  She stated that the home warranty company would approve the piping repair and we again insisted that she should call her home warranty company.  The homeowner was very insistent and rude during this conversation. The following week the homeowner called our offices and agreed to pay for repairing the refrigerant piping.  The day we were scheduled to repair the piping, there were severe thunderstorms in the area which prevented our technician from making the repair.  The homeowner was told she needed to reschedule.  July 2nd was chosen to make the repair.  On the July 2nd our technician called the homeowner and no one answered the telephone call.  The technician moved on to his next assigned call. The last time the home owner called our offices, we were again met with language and behavior from said homeowner that was threatening and inappropriate at best.  We attempted to calm down the homeowner and inform here we willing to schedule an appointment for our next available opening.  We were unable to get any form of communication during this interaction as the Miss [redacted] over talked, threatened and used inappropriate language then decided to terminate the conversation. The following day Miss [redacted] called our offices and again exhibited over demanding statements, threats and inappropriate language, the decision was made to not service this customer.  We have not completed nor do we intend to provide any additional services for this homeowner with respect for our technicians’ safety and that of our office staff.  As such we request the complaint be formally removed from record.  Now the homeowner states that the owner of Arctic is rude and our technician damaged her piping.  Arctic considers this issue settled.