We have given copies of the forms signed by the customer and we have listened to the recordingWe feel we provided the customer with the possible choices and they are not happy with the one they madeIf we agree to refund their money we are open to doing the same for all customersIt would not be fairWe are very sorry for what happened and hate to lose a customer but they showed their desire to damage our reputation by posting numerous reviews prior to attempting to resolve through Revdex.comWe are a very reputable, credible licensed contractor
(SEE ATTACHED DOCUMENTS)The [redacted] contacted our office on 5/16/and stated that his air conditioning system was not cooling as well as it has in the past We scheduled to go out to his home on 5/18/to perform a $system analysis to diagnose what was wrong with the system On 5/18/our technician, [redacted] **, arrived at the [redacted] residence and was authorized by Mrs [redacted] to perform the system analysis for $(Mr [redacted] was not at the appointment) Our technician found that the system was low on refrigerant As indicated on our Refrigerant Leak Notification (attached), an air conditioning system is a totally sealed system and you should never have to add refrigerant unless you have a leak At that time we recommended a Refrigerant Leak Check-minor in order to locate where the refrigerant leak is located for $Retail We also offer a membership program which gives the opportunity for customers to save on the System Analysis and repairs Mrs [redacted] chose not to perform the refrigerant leak check at that time At that time she chose to schedule an appointment to have a Comfort Advisor to come out and give replacement options on 5/21/ The customer made the decision to add refrigerant at this time to the system to get them temporary cooling We charge $98/lb Retail for R-Refrigerant It is impossible to tell exactly how much refrigerant is needed until refrigerant is added to the system Mrs [redacted] requested and authorized us to start adding refrigerant and decided to have us stop at lbsdespite the system still requiring additional refrigerant in order to have a correctly charged system since the amount was adding up The customer chose to sign up on our Platinum Membership program which extended to her a 50% discount on the system analysis and a 20% discount on refrigerant She signed acknowledging satisfactory completion of the work done We collected $ SEE BelowRetail Price Platinum Price Platinum Plus PriceSystem Analysis $$$49Refrigerant R-7lbs $$$483Platinum Membership $$287.40SUB TOTAL $$$819.40(As you can see, Mr [redacted] actually saved money ($21.60) by signing up on the Platinum Membership Had they decided not to sign up the total due would have been $784.)Our Comfort Advisor met with the [redacted] on 5/21/and gave them replacement options At that time Mr [redacted] advised our Comfort Advisor that he was upset with our company because he had another company out and they did a leak check on the system for no charge and was unhappy that we added refrigerant to the system that was leaking At that time he threatened that he was going to file a complaint on Revdex.com and write a bad review and wanted a refund on the services Our Comfort Advisor relayed this message to me and I called and spoke to Mr [redacted] and the conversation went smoothly He explained why he was upset I explained to Mr [redacted] that our technician followed the exact procedures we have in place to prevent this sort of thing to happen We performed a system analysis, made recommendations on our findings (recommended a leak check and system replacement), completed a Leak Notification Form (so the customer was aware that there is a leak), added refrigerant per the customers request to give them immediate cooling, and then scheduled to have a Comfort Advisor come out to give replacement options per the customers request Mr [redacted] acknowledged that we had recommended doing a Leak Check to find the exact location of the leak, as indicated on our Work Order, and that the process we went through made sense to him At this time I felt that there could have been some miscommunication between Mrsand Mr [redacted] since he was not at the appointment Mr [redacted] advised me that the other company that he had come out also gave him replacement options He stated that they were significantly less than our options and wanted a refund on our services I explained to him, we would not refund him his money as we did absolutely nothing wrong but that I would void and refund him his Platinum Membership for $if he chose to (even though without the membership he would technically owe us an additional $189) They made the choice to not perform the leak test, to add refrigerant, and to sign up on our Platinum Membership I also offered that if he chose to use us for their system replacement that I would do additional discounting which would credit him for the services that we performed Mr [redacted] advised our Comfort Advisor when he followed up that he went with others and wanted a refund of his PMA We agreed and ere in the process of refunding him a check for the $167.40.Thank you,Jason B [redacted]
On 8/17/we received a call from the ***s that their upstairs system was not coolingWe set an appointment to do a system analysis for $Our technician, Casey ***, found the system low on refrigerant. Our company policy prior to adding more than a pound of refrigerant is to
notify the customer that air conditioning systems should not need to have refrigerant added unless they have a leak. We give the customer three options: to have the leak repaired, to schedule an appointment to consider replacing the system or after reading our leak notification form (detailing the possible causes of leaks and how those leaks affect their systems) to take their chancesMs*** signed our notification form checking off taking her chancesIn addition our technician gave Ms*** recommendations and pricing for finding and repairing the leak. Again Ms*** signed the form choosing not to complete any of the recommendations. Our technician filled the system with lbs of refrigerant. On the work order he clearly wrote under work performed that there was a leak in the system. Again Ms*** authorized the work to be done with her signature and acknowledged satisfactory completion of the work done with her signature.On 8/18/Ms*** called back saying that her system was not blowing cold air. She was VERY UPSET that she spent $the prior day and it has already leaked outOur customer service representative advised her that she signed the leak notification form and declined further testing. She explained to her that if she used us to replace the equipment, we would give her back up to pounds credit. When our technician Casey *** arrived he again had Ms*** authorize him to check the system to see if the refrigerant had leaked out or if perhaps it had some other problem. He found that most if not all had leaked out. She did not want him to do anything further. Ms*** started recording her conversation with him. He then excused himself. The complaint states that "we" confronted the technicianAt no time did our technician personally deal with Mr***. Our customer service representative booked the call at 4:pm and dispatched our tech at 4:38. Casey arrived at 5:and completed the call at 5:46. Our service team leader James Ponzini leaves our offices at pm. The following day he was given the information. He spoke to our technician and went over the two appointments thoroughly (of course only getting our technician's recollection). Prior to calling Mr*** he spoke to the owner Jason Bradbury discussing the details. He was instructed to contact Mr*** and obtain the recording so that we could be open hearing both sides of the conversation. He left a message and did not hear back from the ***s. This is a common occurrence in our business. We have similar situations on a regular basei where customers choose to not do the expensive leak repairs or replacement and then are very unhappy that they wasted their money. That is one of the reasons that we have created forms to make it as clear as possible to our customers prior to their making a decision. We also train our technicians how to deal with these type situations using these forms. We feel we have done a good job dealing with a difficult situation. We are sure that whatever company did the actual repair (knowing how quickly the refrigerant leaked out) would have like us recommended repairing the leak.Since filing this complaint the ***s have put this exact same statement on ***, ***, and *** ***. In it they have shared that they would update the review if we respond. We believe we did our due diligence and will not be controlled by threats from unhappy customers. If the ***s provide us with the recording as requested, and we deem that our technician did in fact lead them in a different direction than he shared with us and the signed forms shared with us, we would be more than willing to consider a partial or full refund. Our reputation is of the utmost importance to us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I believe the company is continuing to be dishonest in ignoring the fact that the technician clearly states in the recording that he instructed my wife not to do the leak detection test It was an unethical recommendation and the company should provide a full refund without further delay I have no doubts that this company will lose many more customers with these types of deceptive practices and should not be a Revdex.com accredited company
Regards,
*** ***
We have given copies of the forms signed by the customer and we have listened to the recording. We feel we provided the customer with the possible choices and they are not happy with the one they made. If we agree to refund their money we are open to doing the same for all customers. It would not be fair. We are very sorry for what happened and hate to lose a customer but they showed their desire to damage our reputation by posting numerous reviews prior to attempting to resolve through Revdex.com. We are a very reputable, credible licensed contractor.
(SEE ATTACHED DOCUMENTS)The [redacted] contacted our office on 5/16/15 and stated that his air conditioning system was not cooling as well as it has in the past. We scheduled to go out to his home on 5/18/15 to perform a $98 system analysis to diagnose what was wrong with the system. On...
5/18/15 our technician, [redacted], arrived at the [redacted] residence and was authorized by Mrs. [redacted] to perform the system analysis for $98 (Mr. [redacted] was not at the appointment). Our technician found that the system was low on refrigerant. As indicated on our Refrigerant Leak Notification (attached), an air conditioning system is a totally sealed system and you should never have to add refrigerant unless you have a leak. At that time we recommended a Refrigerant Leak Check-minor in order to locate where the refrigerant leak is located for $98 Retail. We also offer a membership program which gives the opportunity for customers to save on the System Analysis and repairs. Mrs. [redacted] chose not to perform the refrigerant leak check at that time. At that time she chose to schedule an appointment to have a Comfort Advisor to come out and give replacement options on 5/21/15. The customer made the decision to add refrigerant at this time to the system to get them temporary cooling. We charge $98/lb Retail for R-22 Refrigerant. It is impossible to tell exactly how much refrigerant is needed until refrigerant is added to the system. Mrs. [redacted] requested and authorized us to start adding refrigerant and decided to have us stop at 7 lbs. despite the system still requiring additional refrigerant in order to have a correctly charged system since the amount was adding up. The customer chose to sign up on our Platinum Membership program which extended to her a 50% discount on the system analysis and a 20% discount on refrigerant. She signed acknowledging satisfactory completion of the work done. We collected $762.40. SEE Below. Retail Price Platinum Price Platinum Plus PriceSystem Analysis $98 $49 $49Refrigerant R-22 7lbs $686 $546 $483Platinum Membership $167.40 $287.40SUB TOTAL $784 $762.40 $819.40(As you can see, Mr. [redacted] actually saved money ($21.60) by signing up on the Platinum Membership. Had they decided not to sign up the total due would have been $784.)Our Comfort Advisor met with the [redacted] on 5/21/15 and gave them replacement options. At that time Mr. [redacted] advised our Comfort Advisor that he was upset with our company because he had another company out and they did a leak check on the system for no charge and was unhappy that we added refrigerant to the system that was leaking. At that time he threatened that he was going to file a complaint on Revdex.com and write a bad review and wanted a refund on the services. Our Comfort Advisor relayed this message to me and I called and spoke to Mr. [redacted] and the conversation went smoothly. He explained why he was upset. I explained to Mr. [redacted] that our technician followed the exact procedures we have in place to prevent this sort of thing to happen. We performed a system analysis, made recommendations on our findings (recommended a leak check and system replacement), completed a Leak Notification Form (so the customer was aware that there is a leak), added refrigerant per the customers request to give them immediate cooling, and then scheduled to have a Comfort Advisor come out to give replacement options per the customers request. Mr. [redacted] acknowledged that we had recommended doing a Leak Check to find the exact location of the leak, as indicated on our Work Order, and that the process we went through made sense to him. At this time I felt that there could have been some miscommunication between Mrs. and Mr. [redacted] since he was not at the appointment. Mr. [redacted] advised me that the other company that he had come out also gave him replacement options. He stated that they were significantly less than our options and wanted a refund on our services. I explained to him, we would not refund him his money as we did absolutely nothing wrong but that I would void and refund him his Platinum Membership for $167.40 if he chose to (even though without the membership he would technically owe us an additional $189) They made the choice to not perform the leak test, to add refrigerant, and to sign up on our Platinum Membership. I also offered that if he chose to use us for their system replacement that I would do additional discounting which would credit him for the services that we performed. Mr. [redacted] advised our Comfort Advisor when he followed up that he went with others and wanted a refund of his PMA. We agreed and ere in the process of refunding him a check for the $167.40.Thank you,Jason B[redacted]
We have given copies of the forms signed by the customer and we have listened to the recordingWe feel we provided the customer with the possible choices and they are not happy with the one they madeIf we agree to refund their money we are open to doing the same for all customersIt would not be fairWe are very sorry for what happened and hate to lose a customer but they showed their desire to damage our reputation by posting numerous reviews prior to attempting to resolve through Revdex.comWe are a very reputable, credible licensed contractor
(SEE ATTACHED DOCUMENTS)The [redacted] contacted our office on 5/16/and stated that his air conditioning system was not cooling as well as it has in the past We scheduled to go out to his home on 5/18/to perform a $system analysis to diagnose what was wrong with the system On 5/18/our technician, [redacted] **, arrived at the [redacted] residence and was authorized by Mrs [redacted] to perform the system analysis for $(Mr [redacted] was not at the appointment) Our technician found that the system was low on refrigerant As indicated on our Refrigerant Leak Notification (attached), an air conditioning system is a totally sealed system and you should never have to add refrigerant unless you have a leak At that time we recommended a Refrigerant Leak Check-minor in order to locate where the refrigerant leak is located for $Retail We also offer a membership program which gives the opportunity for customers to save on the System Analysis and repairs Mrs [redacted] chose not to perform the refrigerant leak check at that time At that time she chose to schedule an appointment to have a Comfort Advisor to come out and give replacement options on 5/21/ The customer made the decision to add refrigerant at this time to the system to get them temporary cooling We charge $98/lb Retail for R-Refrigerant It is impossible to tell exactly how much refrigerant is needed until refrigerant is added to the system Mrs [redacted] requested and authorized us to start adding refrigerant and decided to have us stop at lbsdespite the system still requiring additional refrigerant in order to have a correctly charged system since the amount was adding up The customer chose to sign up on our Platinum Membership program which extended to her a 50% discount on the system analysis and a 20% discount on refrigerant She signed acknowledging satisfactory completion of the work done We collected $ SEE BelowRetail Price Platinum Price Platinum Plus PriceSystem Analysis $$$49Refrigerant R-7lbs $$$483Platinum Membership $$287.40SUB TOTAL $$$819.40(As you can see, Mr [redacted] actually saved money ($21.60) by signing up on the Platinum Membership Had they decided not to sign up the total due would have been $784.)Our Comfort Advisor met with the [redacted] on 5/21/and gave them replacement options At that time Mr [redacted] advised our Comfort Advisor that he was upset with our company because he had another company out and they did a leak check on the system for no charge and was unhappy that we added refrigerant to the system that was leaking At that time he threatened that he was going to file a complaint on Revdex.com and write a bad review and wanted a refund on the services Our Comfort Advisor relayed this message to me and I called and spoke to Mr [redacted] and the conversation went smoothly He explained why he was upset I explained to Mr [redacted] that our technician followed the exact procedures we have in place to prevent this sort of thing to happen We performed a system analysis, made recommendations on our findings (recommended a leak check and system replacement), completed a Leak Notification Form (so the customer was aware that there is a leak), added refrigerant per the customers request to give them immediate cooling, and then scheduled to have a Comfort Advisor come out to give replacement options per the customers request Mr [redacted] acknowledged that we had recommended doing a Leak Check to find the exact location of the leak, as indicated on our Work Order, and that the process we went through made sense to him At this time I felt that there could have been some miscommunication between Mrsand Mr [redacted] since he was not at the appointment Mr [redacted] advised me that the other company that he had come out also gave him replacement options He stated that they were significantly less than our options and wanted a refund on our services I explained to him, we would not refund him his money as we did absolutely nothing wrong but that I would void and refund him his Platinum Membership for $if he chose to (even though without the membership he would technically owe us an additional $189) They made the choice to not perform the leak test, to add refrigerant, and to sign up on our Platinum Membership I also offered that if he chose to use us for their system replacement that I would do additional discounting which would credit him for the services that we performed Mr [redacted] advised our Comfort Advisor when he followed up that he went with others and wanted a refund of his PMA We agreed and ere in the process of refunding him a check for the $167.40.Thank you,Jason B [redacted]
On 8/17/we received a call from the ***s that their upstairs system was not coolingWe set an appointment to do a system analysis for $Our technician, Casey ***, found the system low on refrigerant. Our company policy prior to adding more than a pound of refrigerant is to
notify the customer that air conditioning systems should not need to have refrigerant added unless they have a leak. We give the customer three options: to have the leak repaired, to schedule an appointment to consider replacing the system or after reading our leak notification form (detailing the possible causes of leaks and how those leaks affect their systems) to take their chancesMs*** signed our notification form checking off taking her chancesIn addition our technician gave Ms*** recommendations and pricing for finding and repairing the leak. Again Ms*** signed the form choosing not to complete any of the recommendations. Our technician filled the system with lbs of refrigerant. On the work order he clearly wrote under work performed that there was a leak in the system. Again Ms*** authorized the work to be done with her signature and acknowledged satisfactory completion of the work done with her signature.On 8/18/Ms*** called back saying that her system was not blowing cold air. She was VERY UPSET that she spent $the prior day and it has already leaked outOur customer service representative advised her that she signed the leak notification form and declined further testing. She explained to her that if she used us to replace the equipment, we would give her back up to pounds credit. When our technician Casey *** arrived he again had Ms*** authorize him to check the system to see if the refrigerant had leaked out or if perhaps it had some other problem. He found that most if not all had leaked out. She did not want him to do anything further. Ms*** started recording her conversation with him. He then excused himself. The complaint states that "we" confronted the technicianAt no time did our technician personally deal with Mr***. Our customer service representative booked the call at 4:pm and dispatched our tech at 4:38. Casey arrived at 5:and completed the call at 5:46. Our service team leader James Ponzini leaves our offices at pm. The following day he was given the information. He spoke to our technician and went over the two appointments thoroughly (of course only getting our technician's recollection). Prior to calling Mr*** he spoke to the owner Jason Bradbury discussing the details. He was instructed to contact Mr*** and obtain the recording so that we could be open hearing both sides of the conversation. He left a message and did not hear back from the ***s. This is a common occurrence in our business. We have similar situations on a regular basei where customers choose to not do the expensive leak repairs or replacement and then are very unhappy that they wasted their money. That is one of the reasons that we have created forms to make it as clear as possible to our customers prior to their making a decision. We also train our technicians how to deal with these type situations using these forms. We feel we have done a good job dealing with a difficult situation. We are sure that whatever company did the actual repair (knowing how quickly the refrigerant leaked out) would have like us recommended repairing the leak.Since filing this complaint the ***s have put this exact same statement on ***, ***, and *** ***. In it they have shared that they would update the review if we respond. We believe we did our due diligence and will not be controlled by threats from unhappy customers. If the ***s provide us with the recording as requested, and we deem that our technician did in fact lead them in a different direction than he shared with us and the signed forms shared with us, we would be more than willing to consider a partial or full refund. Our reputation is of the utmost importance to us
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint
I believe the company is continuing to be dishonest in ignoring the fact that the technician clearly states in the recording that he instructed my wife not to do the leak detection test It was an unethical recommendation and the company should provide a full refund without further delay I have no doubts that this company will lose many more customers with these types of deceptive practices and should not be a Revdex.com accredited company
Regards,
*** ***
We have given copies of the forms signed by the customer and we have listened to the recording. We feel we provided the customer with the possible choices and they are not happy with the one they made. If we agree to refund their money we are open to doing the same for all customers. It would not be fair. We are very sorry for what happened and hate to lose a customer but they showed their desire to damage our reputation by posting numerous reviews prior to attempting to resolve through Revdex.com. We are a very reputable, credible licensed contractor.
(SEE ATTACHED DOCUMENTS)The [redacted] contacted our office on 5/16/15 and stated that his air conditioning system was not cooling as well as it has in the past. We scheduled to go out to his home on 5/18/15 to perform a $98 system analysis to diagnose what was wrong with the system. On...
5/18/15 our technician, [redacted], arrived at the [redacted] residence and was authorized by Mrs. [redacted] to perform the system analysis for $98 (Mr. [redacted] was not at the appointment). Our technician found that the system was low on refrigerant. As indicated on our Refrigerant Leak Notification (attached), an air conditioning system is a totally sealed system and you should never have to add refrigerant unless you have a leak. At that time we recommended a Refrigerant Leak Check-minor in order to locate where the refrigerant leak is located for $98 Retail. We also offer a membership program which gives the opportunity for customers to save on the System Analysis and repairs. Mrs. [redacted] chose not to perform the refrigerant leak check at that time. At that time she chose to schedule an appointment to have a Comfort Advisor to come out and give replacement options on 5/21/15. The customer made the decision to add refrigerant at this time to the system to get them temporary cooling. We charge $98/lb Retail for R-22 Refrigerant. It is impossible to tell exactly how much refrigerant is needed until refrigerant is added to the system. Mrs. [redacted] requested and authorized us to start adding refrigerant and decided to have us stop at 7 lbs. despite the system still requiring additional refrigerant in order to have a correctly charged system since the amount was adding up. The customer chose to sign up on our Platinum Membership program which extended to her a 50% discount on the system analysis and a 20% discount on refrigerant. She signed acknowledging satisfactory completion of the work done. We collected $762.40. SEE Below. Retail Price Platinum Price Platinum Plus PriceSystem Analysis $98 $49 $49Refrigerant R-22 7lbs $686 $546 $483Platinum Membership $167.40 $287.40SUB TOTAL $784 $762.40 $819.40(As you can see, Mr. [redacted] actually saved money ($21.60) by signing up on the Platinum Membership. Had they decided not to sign up the total due would have been $784.)Our Comfort Advisor met with the [redacted] on 5/21/15 and gave them replacement options. At that time Mr. [redacted] advised our Comfort Advisor that he was upset with our company because he had another company out and they did a leak check on the system for no charge and was unhappy that we added refrigerant to the system that was leaking. At that time he threatened that he was going to file a complaint on Revdex.com and write a bad review and wanted a refund on the services. Our Comfort Advisor relayed this message to me and I called and spoke to Mr. [redacted] and the conversation went smoothly. He explained why he was upset. I explained to Mr. [redacted] that our technician followed the exact procedures we have in place to prevent this sort of thing to happen. We performed a system analysis, made recommendations on our findings (recommended a leak check and system replacement), completed a Leak Notification Form (so the customer was aware that there is a leak), added refrigerant per the customers request to give them immediate cooling, and then scheduled to have a Comfort Advisor come out to give replacement options per the customers request. Mr. [redacted] acknowledged that we had recommended doing a Leak Check to find the exact location of the leak, as indicated on our Work Order, and that the process we went through made sense to him. At this time I felt that there could have been some miscommunication between Mrs. and Mr. [redacted] since he was not at the appointment. Mr. [redacted] advised me that the other company that he had come out also gave him replacement options. He stated that they were significantly less than our options and wanted a refund on our services. I explained to him, we would not refund him his money as we did absolutely nothing wrong but that I would void and refund him his Platinum Membership for $167.40 if he chose to (even though without the membership he would technically owe us an additional $189) They made the choice to not perform the leak test, to add refrigerant, and to sign up on our Platinum Membership. I also offered that if he chose to use us for their system replacement that I would do additional discounting which would credit him for the services that we performed. Mr. [redacted] advised our Comfort Advisor when he followed up that he went with others and wanted a refund of his PMA. We agreed and ere in the process of refunding him a check for the $167.40.Thank you,Jason B[redacted]