C & D Cooling & Heating Co

Good Morning, In response to Mr **'s complaints I will address them as followsMr [redacted] called us on August 17th early in the morning hoursIt was a very busy day here at C & D and we were unaware that the prior owner had sold the houseThe prior owner maintained a service agreement with us for several years and had regular maintenance performedMr [redacted] was informed that the prior owner made no agreement with C & D to transfer the customer protection planThese are generally not transferred from owner to owner due to privacy issues unless other arrangements have been made.Upon arrival Mr [redacted] was greeted at the door, contrary to his statement, and he advised the technician of the units locationThe technician that was sent to the home follows procedure 100% of the time with regards to greeting the customersThe technician located the unit that was not working and got to work promptlyThe technician was told that the fan on the outdoor unit was going on and off but no compressor sounds had been heardThe technician upon opening the unit found a Run Capacitor had failed and swollen( a typical failure during heat waves)Upon discovering that the Homeowner came to the unut as well and the tech advised of his findingsHe advised Mr [redacted] of the initial part required and said let me get you a price and Mr [redacted] said "PLEASE JUST FIX IT" The tech also noticed that due to the fact that the unit was trying to start on and off several times the contactor had worn and would inevitably fail in the near futureAgain Mr [redacted] asked that it be repaired as wellNow that the unit was running and staying on the technician was able to measure the refrigerant balance on the system(this cannot be performed unless the unit is running fan and compressor)The Tech immediately noticed that the refrigerant was low in the system as it was a very old system and would be prone to leaksThis system takes RRefrigerantThis refrigerant while still available in the market is no longer manufactured and carries a very high Market valueThis refrigerant has increased in price over 35% from just June to AugustThe refrigerant is priced at Market valueWe consistantly due research of what competitive vendors are selling refrigerant for in order to stay in balance and we maintain a very competitive price per pound of refrigerant usedThe refrigerant is weighed into the system using a digital scale and the superheat or subcooling methodThis prevents gouging of the use of refrigerant and proper operationThere are several competing companies that due charge less per pound of refrigerant but they also charge labor by the minute interval and when it balances out they often charge more for that same pound of refrigerantTo properly add refrigerant to a system you must add it slowly and wait for results and then add more until the desired amount is put inThis can take upwards of an hr to do rightMr **'s system was lbs short of a full chargeMr [redacted] was notified of the cost per pound and once again verbally agreed to 'PLEASE GET IT WORKING"We could easily sell the refrigerant like this but we chose to use a National Flat Rate price guide for all our repairsThat way if the repair takes the tech hr or hrs the customer would pay the sameThe national standard for all our pricing carries fixed labor charges for every single tech activityIf we were to sell the refrigerant at just our cost of the product we WOULD lose moneyOur technicians and our entire company has all the required licensing to handle/sell this refrigerantThe schooling the techs go thru and the licensing cost we are entitled to charge for.Mr [redacted] is correct we initially did charge the $travel fee as I said the Service agreement was not transferred as per policy, but after I reviewed the ticket the next day, We did revamp Mr **'s invoice to not only eliminate the travel cost he agreed to but to give him a 15% discount on that repair ticketMr [redacted] thanked us and asked for a service agreement quote so he could keep us as a service companyMr [redacted] was quoted for a service agreement and said he would get back to usThe weather had changed and cooled down and only then did Mr [redacted] call (days later after receiving additional discounts) to complain even more about the invoice againMr [redacted] the comfort of a working system, albeit yrs old, during the heat waveMr [redacted] was advised by our technician that he should invest in a new replacement system and that if he should get us to perform the work we would reimburse him some or most of this service work toward the cost of this new systemAgain this is a policy of C & D COOLING & HEATING with their customersMr [redacted] never called back and asked for an estimate even after I offered again to quote the system myself in person and apply the credits from this invoice.If Mr [redacted] had the system replaced weeks after speaking with me August 30th That would mean he just had it replaced this past week for which I would guess he sought out the cheapest replacement costAgain Mr [redacted] never called back after the 30th to discuss options.I feel that C & D was prompt in providing emergency response at a fair priceThank You

Complaint: [redacted] I am rejecting this response because: Thank you for talking to me days ago Yes, please take our case to arbitration.I just found out the previous owner of this house has paid C & D COOLING & HEATING $320/year in the past two years for the maintenance on the A/C and Heater C&D should have known the exact condition of the A/C.Thanks again for your help.-- [redacted] Regards, [redacted] **

Complaint: [redacted] I am rejecting this response because: Here are simple facts about the repairment 1> The technician didn't ring our door bell He dialed my cellphone after he took apart the Fan Box's control panel When I went outside, he showed me a "Run Capacitor" in his hand and told me it's broken 2> At least of the companies that I talked to afterward told me that I was grossly overcharged for the repairment For example, I paid a much higher price than others would charge for the Freon and the parts 3> The technician only used a temporary air filter He said he ran out of it and would come to replace it in a few days But I waited for about weeks before I called the companies again A company owner came to deliver the new air filter and then I used that chance to ask him about the repairment costs There are a lot of mathings and words in the company's response I think this company clearly took advantage of an unfortunate situation from us Our first hours in our new home in [redacted] and it was a very hot day We knew little about A/C system and a fair price to fix it or to replace it I think anyone with knowledge about A/C can easily determine what's fair and what's not in this case To answer his 'guess', we already got a new A/C more expensive than this company offered because we don't want to deal with dishonest people twice Regards, [redacted] **