C & L Services

This is my response to Mrand Mrs***:The ***'s have been customers with us dating back to We have been servicing and maintaining their equipment since 6/11/without any noted issuesMy newly hired service tech, [redacted] , went out to their home on 8/29/on a service call (which we charge $for) and while he was out at the home he gave them an estimate on a new HVAC systemIt was for a ton [redacted] split AC/gas furnace/ cooling coilOnce they were presented with the pricing they decided on the XL18i system, signed the proposal, and then wrote out a check for a deposit in the amount of $Every price that is given out is reviewed by either myself or my general manager in this case, whose name is ***, as I was out of town on vacation [redacted] found that [redacted] had mispriced the job and had actually given the ***s a price that was actually below our cost for the jobNeedless to say we cant sell a job and lose money on it and once this was discovered on that Monday, [redacted] called the ***s to explain what had happenedHe told them that we had erred in pricing the job and unfortunately we would not be able to complete the work for the amount listed on the proposalHe did offer them a new price at a deeply discounted rate if they were still interested in proceeding with the jobAt this time it was also stated by Mrs [redacted] that they were also given a price on a SEER as well as the SEER system that they had chose to go withShe also stated that they had gotten prices from several other local companies for the same equipmentThey had already been explained and knew that the higher the SEER rating ,the more efficient the unit was, but also the more expensive the cost was upfrontThe price they were given for the SEER system was $and the price they were given for the SEER was $This alone, coupled with the fact that they said they had already gotten multiple prices on these same units from other companies, tells me that they knew that a mistake had been made and that the pricing was not correctWe did the honest ,straight up thing, and called them and explained this to her on Monday when we told them why we could not complete the work for the price on the proposalShe then proceeded to begin to act very irate and began cussing [redacted] out over the phone and then hung up on himHe tried to call her back again and then she proceeded to start crying on the phone for approxminutes ,telling him of her husbands poor health conditions, their financial woes, etcOnce she was done [redacted] again apologized for our mistake but again stated that we could not complete the work listed on the proposal for the price listed on the proposalOnce he told her this she began screaming and started cussing him out and hung up on him for the second time [redacted] told her that we would return their deposit check in the mail and we also refunded their $service call fee, even though we had every right to keep that $50, which is what we charge for a routine service callWe are in business to make money, just like every other company out there but we also want to be fair, honest, and straight up with all of our customersIn closing, they were not dumbfounded to the incorrect pricing by us but were trying to take advantage of a mistake on our behalfThey already knew about what the and SEER systems were going to cost from previous estimates, and also knew that our SEER price was incorrect as it was cheaper than the SEER price that they were given at the same timeEveryone is human and we all make mistakes, in life and in businessWe do the best that we can and we always try to make things right when possibleI have been in business over years, not by being shady or ripping people off, but by running a fair, honest and dependable companyI hate that this happened, but it did happen and we are not trying to deny it or get around it but the fact remains the sameWe cannot go out and install a job and lose money on itIt was a simple mistake, no more or no less.------ [redacted] - Owner

There was not one time in which we suggested finding mold or mildew coming out of your ventsCould you please provide a copy of a written work order from us showing where we told you this? I do not see one in your file, anywhereI do see a copy of where we came out to do your routine maintenance and it is written on the sheet that everything was working properly at this time, with a side not of you wanting to possibly schedule a blower cleaning the first week of December and also about you wanting some information on a new system, which is signed by you and I will attach for your viewingI have been in the HVAC field for almost years and only a handful of times have I ever seen any mold growing on vent covers inside the homeThere are several reasons for this but that's neither here nor thereAlso you claimed no one returned your phone call regarding this matter but in fact, In fact is it not true that it was less than hours from your original phone call to my office to the time that you filed a complaint to the Revdex.com?? How is that giving anyone time enough to even process things and review your file/ complaint? You are deliberately being untruthful to try and make you and your claim look "legit"I am sorry that things have turned out like they have but I have been nothing but 100% honest and upfront with you and you still refuse to even acknowledge the TRUE facts, so I'm not sure that there is anything else that I can help you with

We did not have recent quotes to compare, they were from last yearAlso, we did not see the other quote (seer) from [redacted] until the next dayFYIThank youJust wanted to correct the complaint information from C&L

OK, I was a few days off on the date in my original reply to this customer, but it doesn't change anythingI have attached all copies of all signed invoices as well as a copy of the check in which we were paid with which is dated as wellThe customer was told, like I said earlier, the same thing every customer is told when they call in with what they think may be a reoccurring issueThat we charge a $service call to come out to the house and diagnose the problem, no matter whether its the same issue or a different issueAs also stated in my previous reply, we offer a year part warranty on any part that we replace and also a day labor warrantyThe part in question was indeed replace on 11/15/and there were no other problems reported to us the rest of that yearWe also came back out to the house on 6/15/to perform the spring/summer routine maintenance on the system and no problems were either noted by my technician nor reported to him nor the office by Mr*** referring to any problems with the part that was replaced the previous fall so for him to insinuate that somehow we are not doing our job or that we refuse to come out and "fix" his system is completely bogus and 100% untrueHow are we suppose to know that there's still an issue if no one reports it to us?? It wasn't reported to us because there was no longer an issueThe part that was replaced is used in Mr***'s system year roundThere is no possible way that his system can fully function in the heat nor the AC mode without this part functioning so if there was still an issue at the time of service I am sure that we would have been notified and we were notWhen he called back in to report that he had an issue he was told that he would be charged for the service call fee to his home to diagnose the problem, which is $Which is the same price that we charge everyone elseHe was also told that IF it was the same part giving problems that the part would still be covered under warrantyThe customer declined to have us come out as he didn't want to pay the service call fee, that was the end of it and where it was leftWe offer a DAY labor warranty on all replacement parts, and a year warranty on the parts itselfWe do not make or build the parts ourselves and like with anything electrical and manmade there will at some point, always be issuesNo one can control that its just the nature of this business and any other businessIn fact I can think of several other companies right off the top of my head that offer ZERO labor warranty on replacement parts because once the part is installed then its really beyond anyone's control as to how long it lastsI at least want to offer a little comfort to my customers, thus the reason I give them a day labor warranty as well as backing up the manufacturers year part warrantyIn closing, nobody works for free, periodWe offered to come out and diagnose his system when he called in to the office to report a problem and he declined, stating that he wasn't going to pay a service call feeThat's his choice and his right, no question, but at that point there is nothing further I can do for himMaybe he was indeed having the same issue with the replacement part, maybe it was a different part or issue this time, without me sending a tech out to check the system out, there is no way to tellThat was the last we heard from him on the situation until I got contacted by the Revdex.com because he apparently needed a shoulder to cry onAlso for future reference, the next time you want someone to try and bend the rules for you and offer you some extra help that you're not really even entitled to, you may want to be a little nicer to the ladies who answer the phonesEveryone deserves to be talked to and treated with respect, no matter who you think is right or wrongAlso you may not want to go around trashing and slandering a mans business, just because you didn't get your wayThere can be legal ramifications that you may not end up likingI have offered you the same treatment and service that I have offered every single one of my other customers over the past years and you declined, therefore I am not sure that theres anything else that I can do for you or help you withI also included a copy of our service contract in order to put to rest any other claims of Mr*** not getting what he paid for or claiming he shouldn't have to pay for service just because he has a service contract with usWe have over service contract customers and have never had any issues with them not wanting to pay for service, frankly it doesn't even make sense to meWe offered to again replace his part under warranty if it was indeed the same issue, beyond that theres nothing more that we can doI am always available to speak to any of my customers as I work days a week and am at my office between 9am-4pm each and every day, also my phone number is easily accessible as wellI really wish people would take that into consideration before "running" to the Revdex.com or other places to complain about issues that no one can help them with but the business that they have issues withI would love to take care of these issues for you and for us to move forward in the future but the way you have spoken to and about me and my business I really am not sure that, that's even possibleThis is all that I have left to say regarding this matterIt doesn't matter what I were to say or do at this point, the customer is not going to be happy or agree with it so I guess it is what it isI am still available to see and talk to at my office at Whitehall RoadAgain I am sorry that everything came down to this but I am still more than happy to sit down with you and discuss at your convenience. Thanks Again, Carl W*** - Owner Thank You

First off I believe you have you date wrong as the call slip reads that it was December 18th when someone called our office asking to have someone from our company come out and look at your homeLoral was sent out on December to take a lookHe said that he would then like to have my
service manager ,Bruce, come back out as he was familiar with the install as his son was the lead installer who put the system and ductwork inAfter speaking with Elijah, the lead installer, and Bruce, the homeowner was made aware of not only floor damage and rotted wood that was already present at the time of our install, but also she was told that she had a leaking water pipe which was still leaking water under the home when we arrivedShe told my installer that she didn't have the time or money to call a plumber at the present time so for us to just do the best that we could with itMy installer said that they jammed the broken pipe back into the other end ,the best that they could and used duct tape to go around and around the joint to try and slow the water leak down as much as possible because they were soaking wet from being under the home while workingHe also stated that after he told Mrs *** about the leaking water and rotted out wood that she informed him that she was already aware of the bad floor and to just "do what we needed to do" in order to cut in her return ventWe used the same practices while cutting in and installing her return vent and we do anywhere elseWhy would we do anything any different here than we have done for the last 18+ years in business? he simple fact of the matter is that when you cut a hole in a rotted out floor and install a new return box with filter rack and floor grill that its not going to be as strong as it was before you cut it out unless you can properly brace it off and head the floor joist off as needed after you cut themWhen you have rotten wood and subflooring and there is nothing solid to brace the floor off to then you don't have much of a choiceHer son also Bruce the same thing, that he was well aware of the floor issue before we ever came to install the systemand that they were going to have to replace all the subflooring, etc in the kitchen/dining area at some point and then they would have the flooring fixed around our return box as wellThey want me to assume partial liability for a pre existing condition and I am not about to do thatI have always stood behind everything that we do and I always will and if theres ever any issues with my employees or work they done then I will take full responsibility to correct it but that simply isn't the case hereI have attached one picture so that you can see how rotten the wood is and I also attached a video to make it even more clearIts apparent that they still have yet to address the water issues underneath the home as you can clearly still see standing water under the home in both the picture and the movieWith moisture still under the home and the subflooring and joist soft and deteriorating even more by the day, nothing will get better, only worseIn conclusion I would like to address the one last claim in this complaint in which Mrs *** says that several attempts were made to contact the owner, meThe first attempt that was made to contact me was on a Friday afternoon and it was made by her sonI didn't not get the message that day as I had already left the office and did not return, then on the very next business day which would have been that Monday (days later) I receive a complaint message from the Revdex.com....Now you tell me how is that giving anyone ,anytime to even respond to a phone call, much less a complaintI can also have my office phone records pulled to verify this as well, if need beI am all about trying to help when I am in fault and even giving suggestions when I am not but when you start making up boldface lies to try and make me look bad and to make your "claim" look better then I am going to be quick to call you out and ignore any future calls to help.You called and I sent someone out,TWICE, to inspect your house and to look at your problemJust because you didn't get the answer you were looking for doesn't mean that anyone showed any unprofessionalism as you state in your "claim"I'm sorry that you have floor issues but they were already in place when we came to your home to do the work, you knew it ,and were also advised of it by my lead installerArotten floor is not going to just "get better" or "fix itself" and the longer you continue to let your water issue remain under your home, then the worse your flooring is going to get. Carl

After reading over the customers complaint and checking the customers file. Here is my take on the situation. A service contract is just that, a contract. We agree to come out twice a year and perform routine maintenance for a agreed upon price of $per year not $per
visit. The customer decided to have another company to install a new system. We performed the first maintenance on the old system and the customer is still owed a maintenance which we will be happy to perform on the new system. We do not recommend or suggest any work that does not need to be done. I am not concerned about what pricing other companies give customers as it is not my business and does not affect me or my company in anyway. I know what we need to charge in order to turn a profit and stay in business. Sometimes I am cheaper than others, sometimes I am higher but that is here nor there. Every company is different and has a right to charge what they want and every customer has the right to choose who they do business with. I do not get into the he said she said and will always support my technicians 100%. In closing the customer is still owed routine maintenance if they would like to schedule it we would be happy to complete the service. If not there would be nothing further to discuss. Carl W***Owner

On June 15, we completed the spring maintenance and found that everything was working fine. Routine maintenance and cleaning was completed. This is first time we have been back to property since the repair on 11/13/for the making noise when starting. We replaced a contactor
to solve the issue. Standard part warranty is year and labor is days. The customer states that when the heat was turned on for the first time 10/30/it started the same chattering noise it made in 2016. Customer called the office and we informed them that it would be a $service call to come out and check the issue. Also noting that if the same part is the trouble that it is still under warranty and customer would not be charged for replacement part. Customer did not want to pay the service call fee for us to come out and diagnose the problem, therefore no one was sent to the property. And to my knowledge that was the last time we heard from the customer. I would like to resolve this issue because I value each and every customer. We have not completed the winter routine service on the system as we are still going down the list of customers and getting them checked. We will be happy to address this issue at the upcoming maintenance appointment for no additional charge. If it is the same part that is the issue we will still replace the part under warranty even thou it is past year at no charge while we are there for the maintenance. Please let me know if this will satisfy the customers complaint? Carl W***Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.
Regards,
*** ***The paperwork by your tech was filled out after he explained verbally that a motor cleaning was needed. We both asked why and he very clearly stated to both of us that it ws due to mold/mildew buildup on the motor. At first he said it would cost about $285, then he went to his phone/ to check price and then advised it would be more than $400. He finally contacted someone at C&L who told him it would be $285. Again, a tech without proper knowledge/training and giving inaccurate information to a customer. Another reason to not recommend C&L

We did not have recent quotes to compare, they were from last year. Also, we did not see the other quote (16 seer) from [redacted] until the next day. FYI. Thank you. Just wanted to correct the complaint information from C&L.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted]C&L seem to have gotten their date wrong as to when my service was done. It was November 15, (less than a year) 2016 when the part was replaced. I have a check #[redacted] showing when the work was done. Why should I have to pay C&L to come out to check on a problem that wasn't corrected the first time.  I pay a fee for C&L to perform preventive maintenance services so I don't have to pay for a complete system breakdown. I purchased my Air Condition Unit from C&L (mistake) and it seems like the appreciation is to milk($$$)the paying customers for all they can.  Thanks for your Assistance.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. 
Regards,
[redacted] My complaint still stands as valid; every word of it is true.  I don't care that Carl W[redacted] will automatically say what he does and about the technicians he has.  It still stands as true that they recommended unnecessary repairs, especially on a system that was about to be replaced.  At no time had there been any evidence in the home (mold / mildew coming out around the vents, or the odor associated with such).  If that had been occurring I would not have objected to the recommendation of further service, if we were not going to replace our unit.  We already knew it was time as systems are lucky to last 12 years, and our is 16 years old.  On top of that, no one from C&L returned my initial call about the contract.  That again is proof of very poor customer service.  As to a contract, there is none in writing. In posting on the Revdex.com website, please only use first name w/o last name; or else initial and lastname. Thank you,[redacted]

There was not one time in which we suggested finding mold or mildew coming out of your vents. Could you please provide a copy of a written work order from us showing where we told you this? I do not see one in your file, anywhere. I do see a copy of where we came out to do your routine maintenance and it is written on the sheet that everything was working properly at this time, with a side not of you wanting to possibly schedule a blower cleaning the first week of December and also about you wanting some information on a new system, which is signed by you and I will attach for your viewing. I have been in the HVAC field for almost 24 years and only a handful of times have I ever seen any mold growing on vent covers inside the home. There are several reasons for this but that's neither here nor there. Also you claimed no one returned your phone call regarding this matter but in fact, In fact is it not true  that it was less than 48 hours from your original phone call to my office to the time that you filed a  complaint to the Revdex.com?? How is that giving anyone time enough to even process things and review your file/ complaint? You are deliberately being untruthful  to try and make you and your claim look "legit". I am sorry that things have turned out like they have but I have been nothing but 100% honest and upfront with you and you still refuse to even acknowledge the TRUE facts, so I'm not sure that there is anything else that I can help you with.

This is my response to Mr. and Mrs. [redacted]:The [redacted]'s have been customers with us dating back to 2010. We have been servicing and maintaining their equipment since 6/11/10 without any noted issues. My newly hired service tech, [redacted], went out to their home on 8/29/16 on a service call (which we...

charge $50 for) and while he was out at the home he gave them an estimate on a new HVAC system. It was for a 4 ton [redacted] split AC/gas furnace/ cooling coil. Once they were presented with the pricing they decided on the XL18i system, signed the proposal, and then wrote out a check for a deposit in the amount of $300. Every price that is given out is reviewed by either myself or my general manager in this case, whose name is [redacted], as I was out of town on vacation. [redacted] found that [redacted] had mispriced the job and had actually given the [redacted]s a price that was actually below our cost for the job. Needless to say we cant sell a job and lose money on it and once this was discovered on that Monday, [redacted] called the [redacted]s to explain what had happened. He told them that we had erred in pricing the job and unfortunately we would not be able to complete the work for the amount listed on the proposal. He did offer them a new price at a deeply discounted rate if they were still interested in proceeding with the job. At this time it was also stated by Mrs [redacted] that they were also given a price on a 16 SEER as well as the 18 SEER system that they had chose to go with. She also stated that they had gotten prices from several other local companies for the same equipment. They had already been explained and knew that the higher the SEER rating ,the more efficient the unit was, but also the more expensive the cost was upfront. The price they were given for the 16 SEER system was $6700 and the price they were given for the 18 SEER was $6200. This alone, coupled with the fact that they said they had already gotten multiple prices on these same units from other companies, tells me that they knew that a mistake had been made and that the pricing was not correct. We did the honest ,straight up thing, and called them and explained this to her on Monday when we told them why we could not complete the work for the price on the proposal. She then proceeded to begin to act very irate and began cussing [redacted] out over the phone and then hung up on him. He tried to call her back again and then she proceeded to start crying on the phone for approx. 5 minutes ,telling him of her husbands poor health conditions, their financial woes, etc.... Once she was done [redacted] again apologized for our mistake but again stated that we could not complete the work listed on the proposal for the price listed on the proposal. Once he told her this she began screaming and started cussing him out and hung up on him for the second time. [redacted] told her that we would return their deposit check in the mail and we also refunded their $50 service call fee, even though we had every right to keep that $50, which is what we charge for a routine service call. We are in business to make money, just like every other company out there but we also want to be fair, honest, and straight up with all of our customers. In closing, they were not dumbfounded to the incorrect pricing by us but were trying to take advantage of a mistake on our behalf. They already knew about what the 16 and 18 SEER systems were going to cost from previous estimates, and also knew that our 18 SEER price was incorrect as it was cheaper than the 16 SEER price that they were given at the same time. Everyone is human and we all make mistakes, in life and in business. We do the best that we  can and we always try to make things right when possible. I have been in business over 17 years, not by being shady or ripping people off, but by running a fair, honest and dependable company. I hate that this happened, but it did happen and we are not trying to deny it or get around it but the fact remains the same. We cannot go out and install a job and lose money on it. It was a simple mistake, no more or no less.------ [redacted] - Owner