Ausco Air Heating and Air Conditioning

*** ***
Ausco Air apologies for any inconvenience and regret your experience with us. Our policy is to provide expert and quality service to our customers and in making sure they stay comfortable in their homes during the *** heat wave. We had
investigated and researched your complaint as we do all our complaint and spoke with the technician who handled this work order request: this is our findings.
Ausco Air received a work order request for a *** *** *** ** *** *** *** *** ** *** *** *** on July 27, 2014. Ausco Air is a contract company working with *** *** and not employees of *** warrantyWe service our own customers as well assist *** *** when assistance is needed. Our hours of operation are Monday thru Friday from 8am to 5pm and provide a hour day a week message recorder
Ausco Air received their first call from *** *** at 7:Monday morning and more calls before we contacting *** *** Because *** *** did not leave a message during these calls, we could not return her calls. Due to Ausco Air closed on weekends, Monday is busy schedule and Ausco Air did not return *** *** call until we received her work order at 9:am. Customers from warranty companies are advice that the AC Company will be contacting the customer as soon as the work order is received by the warranty company. The contracting company is not able to make any contact to the customer until that work order is received
Our first contact with *** *** was conducted by one of our service technician who advice *** *** our first availability would be Wednesday July 30, mid-morning, however we would place *** *** on a waiting list if we received any cancelations, she disagreed and advice the technician it was unacceptable. Since AC Companies are not employees of warranty companies and are working on other customers we advise the customer that they have the opportunity to contact the *** *** Company in trying to having her work order reassigned to another contractor; at that time *** *** decided to place an appointment with Ausco Air. After this appointment was set she continual to call and send emails more times, this same day. Because of *** *** harassment Ausco Air requested that one of our techniques work overtime in assisting *** ***. Ausco Air contacted *** *** at 2:pm on Wednesday July 30, that a technician will be contacting her later that evening to meet with her needs.
Our technician found *** *** compressor shorted to ground and would need to be replacedHe conveyed this to *** *** that we have to get an estimate to present to *** for the repair and we as well as *** will contact her the following day, Tuesday July 31st. Our technician contacted Ausco Air of his findings and Ausco Air supervisor contacted *** *** to inform her of *** procedures and Ausco Air will need to receive a conformation to repair by *** Our techthen collected the co-pay from *** *** which is our diagnoses fee and is none refundableThis is stated in her signed contract with her home warranty ***. On Tuesday July 31, Ausco Air received continued harassing calls from *** *** we had informed *** *** that we are waiting to hear from *** and gathering pricing to complete her request, *** *** continued to call and send emails. Once Ausco Air received their pricing to complete this work order they informed *** of the estimate. Unfortunately, *** did not except our estimate and after a lengthy conversation with *** we could not come to an agreement of payment; at that time *** disagreed with the estimate and *** decided to seek another contractor. Ausco Air made it clear to *** that *** *** was upset and needed her air conditioning issue rectified and Ausco Air had already scheduled an appointment on Tuesday July 30, to complete the work order in fixing her air conditioning unit. *** was not concerned of *** *** situation in adding time to contact another contractor; they just did not want to pay for the service.
Regardless of the harassment Ausco Air received from *** *** we provided quality service and quick response time to diagnose her system, and providing an estimate to *** to have the unit replaced the next afternoonWe would have had *** *** Air Conditioning fixed in one Day and half if her home warranty (***) accepted our bid It is unfortunate that *** *** is confused who is responsible for her air conditioning needsWhen home owners pay into a warranty company, it is the home owner who should be aware that the warranty company responsible in providing the service necessary in completing their request. Home warranties are not in the business in providing customer service and having their customers’ needs as a first priority. The home owner is responsible in reading their warranty contract and understanding what the warranty companies are willing performs on service rendered. It is unfortunate that *** *** received a negative responsive from *** Warranty. Ausco Air is in the business in providing customer service and meeting the customer’s needs. *** warranties delayed *** *** air conditioner needs and any discomfort she and her family endured, is on *** handsWe wish *** *** the best of luck dealing with *** and their response time to having a major repair fixed
Regards,
*** *** *** ***
Ausco Air Heating & Air Conditioning
www.Auscoair.com