Berger Industries

To whom it may Concern:I am responding to complaint ID [redacted] filed by [redacted] Our address changed a couple years back to from 9026, it appears the Revdex.com still has the address listedThe complaint was submitted on 07/23/with a business day response timeWith the address mix up I did not receive the letter until 08/or 08/and opened in 08/07/I left message with the [redacted] (Revdex.com Case officer) explaining this and also that I was unable to access our profile on the Revdex.com website and was unable to find where to respond otherwiseI have not heard back yet, but did not want to delay our response any longer [redacted] has been a customer of ours since the summer of We have been servicing/maintaining her HVAC biannually since that time with a few minor repairs over the yearsOn 04/28/we visited her home for a No AC appointment, our intentions made to her was to complete for Cooling Maintenance for this year once the AC was restored, Our technician arrived and initially found a blown Capacitor, once replaced we discovered a failed TXV which is what caused the capacitor to blowRecommendationsto repair totaled $(Capacitor being part of this repair) and replacement of more than $Her system was not operating properly after replacing the Capacitor, but rather running, which allowed us to find the TXV failureThis means it was not cooling, but rather the system was attempting to cool, but due to the TXV failure it was unableI feel that this point is where [redacted] is at a misunderstanding, believing that her system was running therefore it should be cooling [redacted] called us Monday May 1st requesting a refund explaining that our tech did not fix her system and that hours later on the 28th she called another ?????ny who confirmed our findings and she had that company repair the systemWhether theother company replaced the TXV or the system I do not knowShe was upset about our charges and I agreed that I would refund part of that past Friday's visit that was her Contract renewal of $since she was obviously now using another companyTherepair on the other hand was made, and the system was left waiting for a decision to be made for completion of that repairHad she had us complete the repairs the Capacitor replacement would have been requiredHad she replaced the system with us the repaircost would have been put towards said replacementSince she decided to have another company come out and make the repair/replacement I am unable to refund anything other than the Contract renewal that she had madeWe cannot confirm work performed by another company and do not feel responsible for refunding initial repairs that were made while she made a decision on what action to take.Thank youShawn G***

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I am rejecting this response because:I spoke with Shawn on my issueShawn tried to explain to me that my AC is temporarily working like his technician stated but since my house is 85+ degrees, it would take many hours to cool downAt no time during our conversation did Shawn correct my understanding or contradcit his technician and I was clear with the understanding that my system is only temporarily working until the TXV is replaced or I get a new unitWith my understanding I was getting temp relief with my AC, I went ahead and paid for the servicesI found Shawn's response rather upsetting as they are altering the facts of the eventIn addition, after speaking with Shawn, he promised a call backHe never called me backI called the office to folland was never able to get Shawn back on the phoneIt was another office manager who called me on my service contract, who rudely decided to cancel my service contract with Pope's Air after being a customer with them for years and only refunded the service contract portionAgain - I feel like I paid for services (which is temporarily AC working) that I did not receiveAs Shawn stated in his response, the AC never workedThat means the repair they attempted did not workI did not get the service I paid forWhen I spoke to Shawn that one time, I did offer to pay for the capacitor part that was usedI even said I'll still pay for the diagnostic feeI know this would net little refund on the charges, it's the principle that they do what is right and honorable. In addition, I called other companies to get second and third opinion - I was not questioning their workIt is wise for a consumer to get other opinion and price quote when I'm looking at an expenditure of $1600+Pope's Air was rather hostile when they found out I had reached out to other vendors for a price quote and confirmation of the issueBoth vendors told me Pope's Air were not truthful and honest and charged me for a service I did not receive
Regards,
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To whom it may Concern:I am responding to complaint ID [redacted] filed by [redacted] Our address changed a couple years back to 9002 from 9026, it appears the Revdex.com still has the 9026 address listed. The complaint was submitted on 07/23/17 with a 10 business day...

response time. With the address mix up I did not receive the letter until 08/04 or 08/05 and opened in 08/07/17. I left message with the [redacted] (Revdex.com Case officer) explaining this and also that I was unable to access our profile on the Revdex.com website and was unable to find where to respond otherwise. I have not heard back yet, but did not want to delay our response any longer. [redacted] has been a customer of ours since the summer of 2011. We have been servicing/maintaining her HVAC biannually since that time with a few minor repairs over the years. On 04/28/17 we visited her home for a No AC appointment, our intentions made to her was to complete for Cooling Maintenance for this year once the AC was restored, Our technician arrived and initially found a blown Capacitor, once replaced we discovered a failed TXV which is what caused the capacitor to blow. Recommendationsto repair totaled $1650 (Capacitor being part of this repair) and replacement of more than $5000. Her system was not operating properly after replacing the Capacitor, but rather running, which allowed us to find the TXV failure. This means it was not cooling, but  rather the system was attempting to cool, but due to the TXV failure it was unable. I feel that this point is where [redacted] is at a misunderstanding, believing that her system was running therefore it should be cooling. [redacted] called us Monday May 1st 2017 requesting a refund explaining that our tech did not fix her system and that 3 hours later on the 28th she called another ?????ny who confirmed our findings and she had that company repair the system. Whether theother company replaced the TXV or the system I do not know. She was upset about our charges and I agreed that I would refund part of that past Friday's visit that was her Contract renewal of $119.95 since she was obviously now using another company. Therepair on the other hand was made, and the system was left waiting for a decision to be made for completion of that repair. Had she had us complete the repairs the Capacitor replacement would have been required. Had she replaced the system with us the repaircost would have been put towards said replacement. Since she decided to have another company come out and make the repair/replacement I am unable to refund anything other than the Contract renewal that she had made. We cannot confirm work performed by another company and do not feel responsible for refunding initial repairs that were made while she made a decision on what action to take.Thank youShawn G[redacted]