Arrow Air Conditioning and Heating

I had a 19/20 year old heat pump on its very last leg and wanted to go ahead and get it replaced on my timing before I was desperate once it quit on its own timing. I had 2 quotes from 2 other companies that seemed really high to me and a friend of mine said to call Randall at Arrow Air. I sent him what type of unit I currently had and what kind were quoted and he said he would see what he could do. Within several days, he had me set up with a brand new heat pump for 30-50% less than was previously quoted. The two technicians that did the install were so professional and friendly. George explained everything they were doing and before they left, they made sure I was happy and they left zero trace that they were even there. I would recommend them to anybody.

Again the original problem was not cooling due to a shorted compressor on the outside unit. The customer only replaced the outside unit for $2900. After we installed the OUTSIDE UNIT the a/c system was cooling again. Then approximately 2-3 weeks later there was another issue with the INDOOR UNIT leaking water.  $2900 only replaced the OUTSIDE UNIT.  If the customer wanted a new INDOOR UNIT with The OUTSIDE UNIT the cost would have been $6000.  Which case the customer stated she could not afford.  So we replaced just the OUTDOOR UNIT. Which is fine because the main problem for not cooling was outside. We did repair the INDOOR UNIT for leaking water. This was not paid for and this customer feels the right to slander the company because she had a second problem once we replaced the OUTDOOR UNIT and essentially repaired the second problem free of charge. In a legal form this is a classic example of a counter suit for business slander. In fact we are the installing company with a warranty on just the OUTSIDE UNIT. The INDOOR UNIT is original to the home with no warranty of any kind. No money has been paid to repair the INDOOR UNIT. There is no warranty To continue to slander Arrow Service is an aberration, we will abide by law and have several options. We repaired the INDOOR UNIT with no payment paid for service. Technically that is theft of service and or subject to fines or a mechanical lien on the home for the work that was performed. We were willing to let that go and provide the service free of charge but said customer is trying to slander the business entity name for the sake of self-admission.  I would like to present proof documentation of evidence what our technician found while diagnosing the water leak in the Indoor Unit. It was diagnosed as rats chewed the water pipe. This was repaired without payment and had nothing to do with initial repair of OUTSIDE UNIT that was paid for:I present evidence document #[redacted]This is a picture of the pipe we replaced. In 20 years of performing air conditioning service the only way a pvc pipe can get a hole like this is by a rodent chewing the pipe.

What I want is for other Senior's to know how this Company does to seniors.  I was told by one of their people this is their protest.  You can not just replace the unit out side, you have to go into the Attic and flush out. which they did not.  When they first came out I was asked where the attic was and the outside unit was.They have cause me Stress and I had to go to the Doctor. They doctor asked if I was under stress, due to having Shingles. Shingles does come from stress.  When I called the Owner and told him about the flood he was so Rude to me and said, "I was an old lady and wanted to cause trouble"  THEN HUNG UP ON ME.Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]

July 22nd We went out to service the air conditioner of the customer Mrs. [redacted].  [redacted] was the tech that found a compressor shorted to ground.  That is reason system was not cooling.  we gave all options availible and customer decided best option for her was to replace the outside...

condenser which replaces the compressor that was shorted to ground.  We replaced the condenser same day as service due to fact the customer home was very hot and the condition of the customer medically.  After installation home is now cooling. Approximately 17 days later customer called in and said system was leaking water.  This is a different issue then originally had. The system is cooling now but leaking water.  We sent another tech [redacted] out because this was on a Saturday and he was the tech on call that weekend.  [redacted] found water leaking due to rats chewing the drain pipe, We repaired the problem free of charge for the customer and did not ask for payment even though this was a seperate problem from what the customer paid for. I have supplied invoices stating the work that was performed and proves we went above and beyond to help this customer out.  I guess no matter how hard you try you can not always please everybody. In response to customer saying she never got a receipt, we have emailed the same documents to customer as I have supplied here to email address [redacted] that was provided by customer.all our invoices are sent digital to help save the planet and not waste unnecessary paper.  I honestly do not know what more we could have done to help this customer any further.  My suggestion is to have the customer call a pest control company to rid the rat problem that caused the a/c to leak in the first place.  especially before trying to fix drywall that was damaged from the leak.We have helped this customer and did not charge her for a repair that was caused by rats in her attic. I don't see how this is doing business illegally or mistreating senior citizens as she stated.