Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ December 2, Re: Case # [redacted] At Fire & ice, we take pride in our work from service, install or customer satisfaction, Unfortunately It has come to thisWe will do our best to make this situation correct, but we need to explain what events happened to get here Let's start with [redacted] We were called out for a "no cool" situation at this residenceWe found and replaced a bad capacitor and cleaned the unitWe were paid and everything was good 8, We were call out for a "no cool" againThe tech found the air conditioner to be iced overIt needed to thaw overnight before any work could be done Found silow on refrigerant, recharged as neededCustomer purchased (PISP) Fire and Ice Service Plan, We serviced the air conditioner, installed 4" media filterThe tech also informed owner that "if unit goes down again, will need to leak search"Since we had no history of a leak on this unit and do to the age of the unit, the tech did not want the customer to put a lot of money into the air conditioner Paid $ On a Saturday, we returned to find air conditioner low on refrigerantWe did locate the leak in the condenser coilReplacing a coil could cost as much as a new unit, Since the unit is years old, we quoted a new air conditioner Paid $89., The owner did email his concerns on thisI requested and received a copy of an invoice for his repairsAfter reviewing the invoice, I have some concerns that the owner stated 1-They did verify and repaired the leak we found (Customer owes for diagnostic ) 2-Nothing was said about lack of service or ditty coil 3-ftepair was $450.00, riot $ The customer paid: $8/5/$WAS $ I feel the charges should be: $air conditioner service $4" media filter $refrigerant $Tax $84.,0o SatLirday diagnostic call $ I have refunded him $70.00, making up the difference (his heating service was not done)Note; his quote was $3,940.63, not $4, As for his rental property, he did purchase a FISP for $Since he has not done his fall tune-up, the air conditioner service was $79,with a refund due of $ In conclusion, we refunded $for his residence and will refund $for his rental propertyPlease feel free to call with any questions Thank you Michael [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept the additional $owed it I want the a/c service refunded $because it wasn't done correctly and I had to pay another company that night to do it properlyI have received the first $owed....I want the other $for my rental service that was never done and the $for the a/c service that was not done properly $ Final Business Response / [redacted] (4030, 10, 2015/12/15) */ December 14, Glad to see that we are moving forward, He is asking for a refund on different services that were not done properlyHe stated that another company did it "that night", It was not stated on the invoice sent to me by himAlso, for the rental property, I did not receive or see anything stating there was a problem with the air conditioning service I feel that everything that could have been done was done and the complaint should be droppedI am sorry that he feels the way he does and he will continue to tell all, which is the way it will be
Initial Business Response /* (1000, 8, 2016/03/03) */
Fire & Ice
Heating/Cooling
*** Main ***
*** Box ***
*** INXXXXX
***
March 3,
Re: Case #XXXXXXXX
At Fire & Ice, we take pride in our work from service, install to customer satisfactionUnfortunately
In the
busy world we live in, a lack of communication does happen
That is what exactly what happened
The complaint appears to be correctIf I can get a copy of the repair showing the repair made, we will gladly refund all monies paid
I am truly sorry this has happenedWe will learn from this and work to correct the problem so it will not happen again
Thank You,
*** R***
Initial Consumer Rebuttal /* (2000, 11, 2016/03/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 29, 2016/05/18) */
I have not received the refund
*** ***
Broker Owner
Perfect Pad Realty, LLC
(XXX) XXX-XXXX
Final Business Response /* (4000, 36, 2016/06/03) */
See attachment of company's fax of the copy of the check to *** ***
Initial Business Response /* (1000, 5, 2015/12/02) */
December 2, 2015
Re: Case #[redacted]
At Fire & ice, we take pride in our work from service, install or customer satisfaction, Unfortunately It has come to this. We will do our best to make this situation correct, but we need to explain what...
events happened to get here.
Let's start with [redacted]
6.12.15 We were called out for a "no cool" situation at this residence. We found and replaced a bad capacitor and cleaned the unit. We were paid and everything was good.
8, 4.15 We were call out for a "no cool" again. The tech found the air conditioner to be iced over. It needed to thaw overnight before any work could be done.
8.5.15 Found sift-Wm low on refrigerant, recharged as needed. Customer purchased (PISP) Fire and Ice Service Plan, We serviced the air conditioner, installed 4" media filter. The tech also informed owner that "if unit goes down again, will need to leak search". Since we had no history of a leak on this unit and do to the age of the unit, the tech did not want the customer to put a lot of money into the air conditioner.
Paid $259.38
8.8.15 On a Saturday, we returned to find air conditioner low on refrigerant. We did locate the leak in the condenser coil. Replacing a coil could cost as much as a new unit, Since the unit is 10 years old, we quoted a new air conditioner.
Paid $89.,00
The owner did email his concerns on this. I requested and received a copy of an invoice for his repairs. After reviewing the invoice, I have some concerns that the owner stated.
1-They did verify and repaired the leak we found (Customer owes for diagnostic )
2-Nothing was said about lack of service or ditty coil
3-ftepair was $450.00, riot $300.00
The customer paid: $259.38 8/5/15 $84.00 WAS $343.38
I feel the charges should be:
$79.95 air conditioner service $42.50 4" media filter
$60.00 refrigerant
$7.18 Tax
$84.,0o SatLirday diagnostic call $273.63
I have refunded him $70.00, making up the difference (his heating service was not done). Note; his quote was $3,940.63, not $4,500.00
As for his rental property, he did purchase a FISP for $149.95. Since he has not done his fall tune-up, the air conditioner service was $79,95 with a refund due of $70.00.
In conclusion, we refunded $70.00 for his residence and will refund $70.00 for his rental property. Please feel free to call with any questions.
Thank you
Michael [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept the additional $70 owed it I want the a/c service refunded $79.99 because it wasn't done correctly and I had to pay another company that night to do it properly... I have received the first $70 owed....I want the other $70 for my rental service that was never done and the $79.99 for the a/c service that was not done properly
$149.99
Final Business Response /* (4030, 10, 2015/12/15) */
December 14, 2015
Glad to see that we are moving forward,
He is asking for a refund on 2 different services that were not done properly. He stated that another company did it "that night", It was not stated on the invoice sent to me by him. Also, for the rental property, I did not receive or see anything stating there was a problem with the air conditioning service.
I feel that everything that could have been done was done and the complaint should be dropped. I am sorry that he feels the way he does and he will continue to tell all, which is the way it will be.
Initial Business Response / [redacted] (1000, 5, 2015/12/02) */ December 2, Re: Case # [redacted] At Fire & ice, we take pride in our work from service, install or customer satisfaction, Unfortunately It has come to thisWe will do our best to make this situation correct, but we need to explain what events happened to get here Let's start with [redacted] We were called out for a "no cool" situation at this residenceWe found and replaced a bad capacitor and cleaned the unitWe were paid and everything was good 8, We were call out for a "no cool" againThe tech found the air conditioner to be iced overIt needed to thaw overnight before any work could be done Found silow on refrigerant, recharged as neededCustomer purchased (PISP) Fire and Ice Service Plan, We serviced the air conditioner, installed 4" media filterThe tech also informed owner that "if unit goes down again, will need to leak search"Since we had no history of a leak on this unit and do to the age of the unit, the tech did not want the customer to put a lot of money into the air conditioner Paid $ On a Saturday, we returned to find air conditioner low on refrigerantWe did locate the leak in the condenser coilReplacing a coil could cost as much as a new unit, Since the unit is years old, we quoted a new air conditioner Paid $89., The owner did email his concerns on thisI requested and received a copy of an invoice for his repairsAfter reviewing the invoice, I have some concerns that the owner stated 1-They did verify and repaired the leak we found (Customer owes for diagnostic ) 2-Nothing was said about lack of service or ditty coil 3-ftepair was $450.00, riot $ The customer paid: $8/5/$WAS $ I feel the charges should be: $air conditioner service $4" media filter $refrigerant $Tax $84.,0o SatLirday diagnostic call $ I have refunded him $70.00, making up the difference (his heating service was not done)Note; his quote was $3,940.63, not $4, As for his rental property, he did purchase a FISP for $Since he has not done his fall tune-up, the air conditioner service was $79,with a refund due of $ In conclusion, we refunded $for his residence and will refund $for his rental propertyPlease feel free to call with any questions Thank you Michael [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do accept the additional $owed it I want the a/c service refunded $because it wasn't done correctly and I had to pay another company that night to do it properlyI have received the first $owed....I want the other $for my rental service that was never done and the $for the a/c service that was not done properly $ Final Business Response / [redacted] (4030, 10, 2015/12/15) */ December 14, Glad to see that we are moving forward, He is asking for a refund on different services that were not done properlyHe stated that another company did it "that night", It was not stated on the invoice sent to me by himAlso, for the rental property, I did not receive or see anything stating there was a problem with the air conditioning service I feel that everything that could have been done was done and the complaint should be droppedI am sorry that he feels the way he does and he will continue to tell all, which is the way it will be
Initial Business Response /* (1000, 8, 2016/03/03) */
Fire & Ice
Heating/Cooling
*** Main ***
*** Box ***
*** INXXXXX
***
March 3,
Re: Case #XXXXXXXX
At Fire & Ice, we take pride in our work from service, install to customer satisfactionUnfortunately
In the
busy world we live in, a lack of communication does happen
That is what exactly what happened
The complaint appears to be correctIf I can get a copy of the repair showing the repair made, we will gladly refund all monies paid
I am truly sorry this has happenedWe will learn from this and work to correct the problem so it will not happen again
Thank You,
*** R***
Initial Consumer Rebuttal /* (2000, 11, 2016/03/19) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Final Consumer Response /* (3000, 29, 2016/05/18) */
I have not received the refund
*** ***
Broker Owner
Perfect Pad Realty, LLC
(XXX) XXX-XXXX
Final Business Response /* (4000, 36, 2016/06/03) */
See attachment of company's fax of the copy of the check to *** ***
Initial Business Response /* (1000, 5, 2015/12/02) */
December 2, 2015
Re: Case #[redacted]
At Fire & ice, we take pride in our work from service, install or customer satisfaction, Unfortunately It has come to this. We will do our best to make this situation correct, but we need to explain what...
events happened to get here.
Let's start with [redacted]
6.12.15 We were called out for a "no cool" situation at this residence. We found and replaced a bad capacitor and cleaned the unit. We were paid and everything was good.
8, 4.15 We were call out for a "no cool" again. The tech found the air conditioner to be iced over. It needed to thaw overnight before any work could be done.
8.5.15 Found sift-Wm low on refrigerant, recharged as needed. Customer purchased (PISP) Fire and Ice Service Plan, We serviced the air conditioner, installed 4" media filter. The tech also informed owner that "if unit goes down again, will need to leak search". Since we had no history of a leak on this unit and do to the age of the unit, the tech did not want the customer to put a lot of money into the air conditioner.
Paid $259.38
8.8.15 On a Saturday, we returned to find air conditioner low on refrigerant. We did locate the leak in the condenser coil. Replacing a coil could cost as much as a new unit, Since the unit is 10 years old, we quoted a new air conditioner.
Paid $89.,00
The owner did email his concerns on this. I requested and received a copy of an invoice for his repairs. After reviewing the invoice, I have some concerns that the owner stated.
1-They did verify and repaired the leak we found (Customer owes for diagnostic )
2-Nothing was said about lack of service or ditty coil
3-ftepair was $450.00, riot $300.00
The customer paid: $259.38 8/5/15 $84.00 WAS $343.38
I feel the charges should be:
$79.95 air conditioner service $42.50 4" media filter
$60.00 refrigerant
$7.18 Tax
$84.,0o SatLirday diagnostic call $273.63
I have refunded him $70.00, making up the difference (his heating service was not done). Note; his quote was $3,940.63, not $4,500.00
As for his rental property, he did purchase a FISP for $149.95. Since he has not done his fall tune-up, the air conditioner service was $79,95 with a refund due of $70.00.
In conclusion, we refunded $70.00 for his residence and will refund $70.00 for his rental property. Please feel free to call with any questions.
Thank you
Michael [redacted]
Initial Consumer Rebuttal /* (3000, 7, 2015/12/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do accept the additional $70 owed it I want the a/c service refunded $79.99 because it wasn't done correctly and I had to pay another company that night to do it properly... I have received the first $70 owed....I want the other $70 for my rental service that was never done and the $79.99 for the a/c service that was not done properly
$149.99
Final Business Response /* (4030, 10, 2015/12/15) */
December 14, 2015
Glad to see that we are moving forward,
He is asking for a refund on 2 different services that were not done properly. He stated that another company did it "that night", It was not stated on the invoice sent to me by him. Also, for the rental property, I did not receive or see anything stating there was a problem with the air conditioning service.
I feel that everything that could have been done was done and the complaint should be dropped. I am sorry that he feels the way he does and he will continue to tell all, which is the way it will be.