Ben's Air Conditioning & Heating Service, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]Complaint: [redacted] I am rejecting this response because: The technician named Bianca added lbs of Freon in August for which I paid $and another $for a sealant to prevent recurrence of the Freon leakBianca told me the Freon just added should be sufficient for at least years, and that an additional lb of Freon would be needed between and years (assuming the leak was resolved) I asked Bianca about the warranty period and he told me it was months I mentioned that the air conditioner would used only for another couple months in and therefore kindly requested the warranty extended through the first couple months of the cooling season Bianca agreed I presume he requested and received approval from Ben for the warranty extension I asked for the warranty terms in writing, and Bianca said he would email or mail it to me, but he never did Thus, I have no written documentation on Ben's warranty, original or as extended I followonce or twice to no avail In early May the air conditioner once again would not produce cooled air and Ben's technician returned to the house and found that all the Freon had again leaked out The technician added more Freon I was glad Ben's honored its warranty for the Freon but I also asked that they try again to plug the leak using sealant Ben told he would schedule this job when things were not so busy I said okay, but in the end Ben refused to return to resolve the leak Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: It is very much and evasive It is an attempt to place the blame on me and it is entirely unfair and a complete misrepresentation of what actually transpired I was very patient with the representatives of the business entity, and was extremely careful when talking with its technicians and owner I had been requesting them to return to the house to proviode service under the terms of the warranty, but the technicians needed to get approval from the owner and kept telling me the owner would contact me, or to call back to get the owner's decision I patiently waited for the owner to call me but he never did so Not once did Ben call me to go over things So I was placed in an awkward positon to have to initiate the communication, otherwise there would never be the potential for the service under the warranty I clearly got the message the owner was "sending"....that he simply did not want to honor the warranty He never disputed the terms of the warranty, but was quite abrupt with me on one particular phone conversation last July in which he actually turn it around to point a finger at me for being disrespectful to him I was appalled I had in fact been very patient with everyone at Ben's and had very decent conversations with technicians Bianco and Carlton They seems to want to return to the house to provide the service, but of course kept telling me Ben needed to approve At one point in the summer one of the technicians actually agreed to schedule the return visit to search for the leak in the coolant line, inject more sealant (or a different type of sealant) and to see if the coolant level was again low due to the leaking and my tenant was waiting for the technician during the time window for the job But the technician was a no show, and no one from Ben's called to cancel This was very disappointing and I expressed such the day the MrBen told me I was being disrespectful to him when I pressed him ever so slightly about the failure to show up for the schedule appointment Ben's anger came out of the blue and I was so surprised by his adverse posture towards me I clearly read between the lines that he simply considered me as an annoyance and hoped I would be gone Essentially he wanted to fire me as his customer since he did not want to do the additional, necessary warranty work Apparently customer service is not important to Ben, at least with me, and he took the risk of agitating a customer to the point of complaint, which is where this has gone It is sad and unfortunate that MrBen is not providing me with the professional respect and courtesty that is par for the course I never asked for anything special It's just that there is still a problem with the air conditioner (which was installed by Ben's) since the leak still exists and I am afraid next May when my tenant again uses the air conditioner the evaporator coils will once again ice over due to the lack of Freon Regards, [redacted]

[To assist us in bringing this matter to a close, you
must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because: It is very much and evasive. It is an attempt to place the blame on me and it is entirely unfair and a complete misrepresentation of what actually transpired. I was very patient with the representatives of the business entity, and was extremely careful when talking with its technicians and owner. I had been requesting them to return to the house to proviode service under the terms of the warranty, but the technicians needed to get approval from the owner and kept telling me the owner would contact me, or to call back to get the owner's decision. I patiently waited for the owner to call me but he never did so. Not once did Ben call me to go over things. So I was placed in an awkward positon to have to initiate the communication, otherwise there would never be the potential for the service under the warranty. I clearly got the message the owner was "sending"....that he simply did not want to honor the warranty. He never disputed the terms of the warranty, but was quite abrupt with me on one particular phone conversation last July in which he actually turn it around to point a finger at me for being disrespectful to him. I was appalled. I had in fact been very patient with everyone at Ben's and had very decent conversations with technicians Bianco and Carlton. They seems to want to return to the house to provide the service, but of course kept telling me Ben needed to approve. At one point in the summer one of the technicians actually agreed to schedule the return visit to search for the leak in the coolant line, inject more sealant (or a different type of sealant) and to see if the coolant level was again low due to the leaking and my tenant was waiting for the technician during the time window for the job. But the technician was a no show, and no one from Ben's called to cancel. This was very disappointing and I expressed such the day the MrBen told me I was being disrespectful to him when I pressed him ever so slightly about the failure to show up for the schedule appointment. Ben's anger came out of the blue and I was so surprised by his adverse posture towards me. I clearly read between the lines that he simply considered me as an annoyance and hoped I would be gone. Essentially he wanted to fire me as his customer since he did not want to do the additional, necessary warranty work. Apparently customer service is not important to Ben, at least with me, and he took the risk of agitating a customer to the point of complaint, which is where this has gone. It is sad and unfortunate that MrBen is not providing me with the professional respect and courtesty that is par for the course. I never asked for anything special. It's just that there is still a problem with the air conditioner (which was installed by Ben's) since the leak still exists and I am afraid next May when my tenant again uses the air conditioner the evaporator coils will once again ice over due to the lack of Freon.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]Complaint: ***
I am rejecting this response because: The technician named Bianca added lbs of Freon in August for which I paid $and another $for a sealant to prevent recurrence of the Freon leakBianca told me the Freon just added should be sufficient for at least years, and that an additional lb of Freon would be needed between and years (assuming the leak was resolved) I asked Bianca about the warranty period and he told me it was months I mentioned that the air conditioner would used only for another couple months in and therefore kindly requested the warranty extended through the first couple months of the cooling season Bianca agreed I presume he requested and received approval from Ben for the warranty extension I asked for the warranty terms in writing, and Bianca said he would email or mail it to me, but he never did Thus, I have no written documentation on Ben's warranty, original or as extended I followonce or twice to no avail In early May the air conditioner once again would not produce cooled air and Ben's technician returned to the house and found that all the Freon had again leaked out The technician added more Freon I was glad Ben's honored its warranty for the Freon but I also asked that they try again to plug the leak using sealant Ben told he would schedule this job when things were not so busy I said okay, but in the end Ben refused to return to resolve the leak.
Regards,
*** ***