RE: Complaint ID #***To Whom It May Concern:Precision Air & Heating, Inchereby amends the initial response to the above complaint filed by Mr*** ***. We have made contact with Mr*** since our initial response to his complaintMr. *** and our company have uncovered some misunderstandings with our technician and Mr*** during their and visits. We have come to an agreement that Precision will perform a leak search at no charge in addition to ensuring he receive his 20% Maintenance agreement discount for any necessary repairs neededAdditionally, should he choose to move forward with a new unit, we will apply the $towards the cost.Sincerely,Erik JB***Owner
RE: COMPLAINT ID ***To Whom It May Concern:Precision Air & Heating, Increspectfully replies to the complaint filed by my Mr***Mr*** completed an e-commerce/online transaction on the date of 09/29/for an electrostatic *** Filter in the amount of $This transaction
consisted of the end user (Mr***) entering information (including but not limited to) billing, shipping, payment and product information, in addition to acknowledging that the order being placed is finalI have provided the copy of his order receipt(attached) as well as a screenshot of the terms of purchase below.At the time his order is placed it Is automatically sent to the manufacturer for production and shippingAlthough he states he attempted to cancel his order one day after purchase the order was already in production, although not yet shippedFilters are individually produced and manufactured as orders are placedSince this complaint was filed, we have been contacted by the manufacturer who states Mr*** reached out to them to cancel his orderUnfortunately, the manufacturer cannot cancel his orderas it was not placed with them, it was bought through Precision Air & Heating, Inc.Again, While we sympathize with Mr***'s predicament of ultimately not needing the filter after he discovered he could use an alternate source for his needs, we could not stop an order already in process.We feel this evidence is compelling enough to warrant this as a valid charge and purchase for $71.00.Thanks,Gina B***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** The business brings up a fair point in its response, and perhaps "extort" was too strong a word to use in my complaintInstead we'll agree that the Precision technician tried
to "con" my pregnant wife out of $2,with lies about mold, then left her sweating in a house with no working A/C for several hours because he failed to replace the fuse after finishing his tune upThat's probably a fairer description of the service we receivedI find that this resolution - not paying Precision a dime and never seeing Precision at my home again - would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Precision Air & Heating, Increspectfully responds to the above referenced complaint for ***.Mr*** reached out to Precision Air & Heating, Incon 4/3.0/to have a Complete A/C Tune Up performed on his five year old Rheem Split Gas systemHis appointment was set for5/1/
Upon arrival to the-call,our tech discovered the A/C system was not functioning properlyGiven this, we could not perform a Complete A/CTUne Up and needed to diagnosis why the system was not functioning properly Upon diagnosis, the system wasfound to be low on FreonAt this point, our technician recommended a leak search of the system todetermine where the leak was coming fromAt his own admission himself, Mr***researched pricing on the internet for a leak search (prior to our technician quoting a price) and still agreed to move forward with Precision's quoted price of $determining that.lt was a reasonable value for the service recommended Our technician performed the leak search and discovered the leak was at the indoor coil An estimate of $was given to repairthe coil iriaddition for the option to have a Precision Field Supervisor out for a no charge, hew u.nit estimate on replacing the five year old unit Mr*** agreed to have a new unit estimate by Precision and it was scheduled for 5/4/Unfortunately, Mr *** cancelled this appointment I have included both the original work order related to his phone call on4/30/as well as our Sales Call Sheet for the new unit estimate for your convenience. It can't be determined as to whether the prior homeowner(s) had regular maintenance performed on the five year old systemNor can it be determined if Mr*** had the system maintained for the one year period he has been in the home Precision has no service history for this address or for Mr*** particularly Mr***'s reference to the age of his equipment has no relevance in his complaint A new unit replacement was a second recommendation versus a repair.While we appreciate Mr *** being a savvy shopper and wanting to get the best deal, Precision Air & Heating, Inchas never promoted that we offer the lowest pricing Precision Air& Heating, Inc is a well-known and reputable HVAC company that holds an excellent accreditation with the Revdex.com, Arizona Registrar of Contractors, holds multiple HVAC and ethics awards within the industry and displays Integrity, Quality and TrustIt is not a fair comparison for Mr*** to state another HVAC contractor charged a lesser price for asimilar service Nor is it fair for the other HVAC contractor to accuse Precision of not performing the proper testingMr*** agreed to have a service completed at a quoted priceof $ Precision's diagnosis was 100% accurate I am providing a copy of our invoice number *** for your convenience.Precision Air & Heating,Inchas completed Mr***'s HVAC requests within a timely manner, properly diagnosed his Rheem system and has given him a repair versus replacement optionMr*** himself chose to have a repair completed by another contractor solely due to pricing.Let it be known that the HVAC contractor whom serviced Mr*** is currently providing services under an expired contractor license through the State of ArizonaI would assume that the price-point given by this unlicensed contractor is a reflection of a lack of business dthe current status with the State.For these reasons, Precision Air & Heating, Incdenies Mr***'s request for reimbursement of the leak search amount of $His claim is solely based on a pricing issue and should be removed from Precision's records immediately
RE: Complaint ID #[redacted]To Whom It May Concern:Precision Air & Heating, Inc. respectfully responds to the above complaint filed by Mr. [redacted].Mr. [redacted] became a customer with us when he reached out on 3/30/2015 for a Complete Tune Up on his Lennox Air Conditioning System. ...
Subsequently, he was booked for the following day, 3/31/2015. On 3/31/2015 our technician, Garrett, performed the tune up and found his 2007 unit with low refrigerant pressure and a low Delta T reading. We noted the concern of a leak and the need for leak search to be performed. Ultimately, the customer chose not to move forward with the leak search but opted for a minimal amount of Freon to be added for temporary cooling in addition to purchasing a one (1) year Preventative Maintenance agreement. Mr. [redacted] was not charged for the additional Freon added to the unit. Please reference our invoice number [redacted] which is attached for your convenience.The following year, on 2/16/2016, our company and Mr. [redacted] made contact to schedule his annual maintenance on his unit. His appointment was scheduled 2/29/2016. On this date our same technician, Garrett, performed the annual maintenance and found the inside coil of the unit to be completely rusted out and recommended replacement of the inside coil. Additionally, he found the unit needed Freon and noted a leak at the Schrader core. Minimal Freon was again added to the unit for temporary cooling and the Schrader core was tightened. The unit then reacted with a restriction in the evaporative coil. The total charge the services were$590.00. This charge for was a Preventative Agreement purchased by Mr. [redacted]. He was not charged for the 2 pounds of Freon added to his unit. Please reference our invoice number [redacted] which is attached for your convenience.Due to the findings on 2/29/2016, our technician suggested a new unit and Mr. [redacted] agreed with the recommendation. The new unit estimate was scheduled and completed on the same day. Please reference our invoice number 11661 which is attached for your convenience. Precision Air & Heating, Inc. can't continue to add Freon for temporary cooling to a unit of which is known to have a leak. Mr. [redacted] declined our concerns to have a leak test performed on his initial visit and failed to move forward with a repair/replacement recommendation on our second visit in 2016.Mr. [redacted] Freon issue with his unit will continue until he either repairs or replaces the unit. Should he now opt to move forward with the leak search and complete the repair recommendations it is Precision's policy that we will credit the full cost of the leak search towards the repair. The cost for the leak search (with is PMA 20% discount) is $302.23. It was also noted (see invoice [redacted]) that should Mr. [redacted] choose to move forward with a unit replacement, we would credit the amount of $590 towards the unit purchase.Given the above information, Mr. [redacted] request for a refund is not warranted. Mr. [redacted] paid $590.00 for the purchase of a Preventative Maintenance Agreement only. He was never charged for the addition of Freon to his unit and Precision's work was not the cause of his leak. Precision hereby declines to refund his monies for the purchase of this agreement.Ultimately, we cannot force the customer to move forward with our recommendations nor should we be held liable for refunding any monies because he has failed to properly correct the issue.We ask that you close this complaint in favor of our company given this substantial proof of evidence and documentation.Sincerely,Erik J. B[redacted] Owner
RE: Complaint ID #[redacted]To Whom It May Concern:Precision Air & Heating, Inc. respectfully rebuttals to the response filed for the above complaint ID for Mr. [redacted].Mr. [redacted] is correct that the invoice from September 2010 was omitted below. Although it is part of his service history, it is not deemed to be pertinent to the claim that our Company plagued the system. We have included a copy of the invoice for you. In fact, this invoice stands to be pertinent in the fact that Mr. [redacted] declined high recommendations by our Company. It is correct that this invoice states the condenser coil fan was leaking oil, the pan was dirty and the ductwork was dirty. We highly recommended-bclea n-the-condenser-coi1- fan,- ecommended-flushing-the- drain-line- and-a-start-kit-as -an-accessoryto-the -- -- -- --compressor. Mr. [redacted] declined all of the services for repair with the exception of the start kit. It still stands true that his unit continued to work (as we stated in our original complaint) for 3 years after installation with no failures.Additionally, the fact that Mr. Fellow's mentions brazing had to be done on his air handler is not a secret. This service was performed to Mr. [redacted] at no cost on 6/13/2013. Please note that when brazing, variables should also be considered and include (but are not limited to) atmosphere quality, type of atmosphere, temperature differential and joint clearance. A braze failing does not mean that a Contractor set up to plague the system. There is no shelf-life or rule of thumb as to how long brazing is guaranteed and these variables, either solely or in combination should be taken into consideration. Overall, our company found the braze issue and corrected it immediately at no cost to Mr. [redacted]. Our invoice [redacted] is attached.While we consider Mr. [redacted] having another Contractor access his theory, we cannot consider Mr. [redacted] statements on their assessments as credible. For a contractor to deem Precision's install as poor after 8 years (in addition to other negated items) is unimpressive. Mr. Fellow's now new assertion of water damage to his ceiling is also just as unimpressive. One would think that would be a major issue in his initial complaint. To date, this is also something that Mr. [redacted] never contacted our Company on as well. Mr. [redacted] has every right on judgment of me but only this once will I pass by his assertion that I am unprofessional and hide from my customers. His defamation of my character because he was not able to speak with me personally is unenlightening. Being a well-known entrepreneur, investor and owner of over a handful of Corporations, surely Mr. [redacted] is aware of what's called "corporate structure". Corporate structure is put in place for a reason. One would simply not call Microsoft and expect to speak with the Founder and/or President. Mr. [redacted] was sent through the proper corporate structure of Precision and directed to the top of the chain,our General Manager, who is more than qualified to handle his complaint.Precision stands firm with our initial response related to the desired settlement by Mr. [redacted]. We do not agree with the desired settlement desired by Mr. [redacted]. Precision has offered to repair his unit and he has already declined our services to pursue repair and chosen another contractor.Precision requests you close this complaint in our favor at this time.Sincerely,Erik J. B[redacted]Owner
Response is inaccurate per own receipt terms, both invoices clearly show more than 2 lbs of freon, this shows leak was the issue "Clearly" Garret the tech stated leak was not detectable anywhere in attic or outside and added 4 lbs of freon per invoices on both visits. I followed suggestions made as I am not a expert. Garret stated " I hate to have to keep coming out and perform maintenance and chafing when I can't find the problem, I can leave now and not charge you or call salesman for new unit" I asked what his recommendation was on repair and he said he could fill with freon since it was completely empty and did not believe it would leak. I did so and he said if I decided to by a new unit they would not charge 590.00. The salesman showed up and said the units are good to 10 years and was surprised thinking it sounds like a leak since everything works great when there is freon. I elected not to replace based off this information. The unit is not 2007 as Precision states, the home was built in 2009 and unit was brand new at time. Precision states people before profit but is not willing to represent terms of invoice accurately or stand behind the service I paid for which was for leak and freon. The invoice is coded very confusing with lots of codes and terms not easily understood by the customer and is being used in part to communicate only part of what transpired during both visits. I have only respectfully asked they stand behind work or refund. To date nobody has reached out from Precision after my calls. This is not people before profits or any guarantee of service as Erik B[redacted]t offers in his ads. Please help me resolve.
RE: Complaint ID # [redacted]To Whom It May Concern:Precision Air & Heating, Inc. respectfully responds to the above complaint ID for Mr. [redacted].Mr. [redacted] has been a customer with us since August 15, 2008 and continues to be a customer to date.Mr. [redacted] initially reached out to us...
and scheduled an appointment for a Service call on his 1999, Carrier 3.5 Ton Split Heat Pump Air Conditioning Unit. On this date, Mr. [redacted] contracted with us for the installation of a B[redacted]t 3.5 Ton 13 seer Split System Heat Pump. This specific unit was installed on 08/16/2008. Mr. [redacted] ‘ new unit continued to work with no issues for over 3 years after his initial installation therefore leaving his claim of faulty workmanship (back to the installation date) unwarranted. At this [redacted]e his unit fell outside of any warranty with us and his unit only held a parts warranty through the manufacturer. Between the period of December 2011 through present Mr. [redacted]’ unit displayed over 5 manufacturer defects with his condenser coil, evaporative coil, condenser fan motor and reversing valve. His service history with us is noted below: 08/15/2008 – Service Call. Quoted and sold new unit. 08/16/2008 – Installed New Unit08/18/2009 – Annual Maintenance performed through Contract. Unit fully operational.12/20/2011 – Annual Maintenance. Condensing unit not turning on. Replaced Condenser Coil under Manufacturer Part Warranty. No labor Warranty.01/09/2012- Replaced Condenser Fan Motor. No Charge.05/07/2013- Replaced evaporative coil, replaced TXV. Under Manufacturer Part Warranty. No labor Warranty.06/13/2013 - Performed pressure test on lineset to determine leak. No Charge.11/27/2013 - Restriction at liquid Line & Piston. Customer declined Service repair.10/08/2014 - Heat not used for 2 years. Found flare nut loose on coil, Replaced reversing valve. No Charge.09/14/2015 - Leak search performed. Oil on liquid line. Added refrigerant and ensured valve was tight. Charged customer for Freon only.05/31/2016- Diagnosed bad reversing valve and coil. Found a lot of oil in the evaporative coil pan. 06/06/2016 - Open call for repair pending. Customer receiving a 2nd Opinion for another company.Mr. [redacted]’ was charged a nominal and fair fee for our labor to repair these manufacturer defects and was not charged any fee for those which fell inside Company warranty, specifically the reversing valve/liquid line. His theory that our company plagued his system is preposterous and quite frankly an insult to our Company who strives on Integrity, Quality and Trust and employs educated and certified Technicians in this specific industry. We do not agree with the desired settlement desired by Mr. [redacted]. Our company has gone above and beyond and has taken immediate action in getting his unit working properly. His unit worked for a period of over 3 years after installation before it underwent its first sign of failure. Mr. [redacted]’ has already chosen to receive a second opinion from another Contractor and declined moving forward with us for additional repairs. He communicated he has sought legal counsel as well. Therefore, his settlement has already been granted.We ask that you close this complaint immediately and quash Mr. Fellow’s erroneous claims.Sincerely,Erik J. B[redacted]Owner
To Whom It May Concern: Precision Air & Heating, Inc. respectfully responds to the above complaint ID for Mr. Cody S[redacted]. Mr. S[redacted] has been a customer with us since July 29, 2014. Mr. S[redacted] reached out to our Company on 6/4/2016 for a warm air issue in his home. He was connected with...
our answering service that handles and forwards incoming calls outside of normal office hours to our technicians. Our Business Center then prioritize’s the call and the specific details within the call. Mr. S[redacted] is not familiar with our process with after-hours calls so his perception that it’s not being done correctly in ignorant. His claim he was guaranteed same day service is not likely as our answering service has serviced our company for over 5 years and is familiar with how we operate and knows not to make guarantees. Mr. S[redacted] was requesting service on a weekend in which the Arizona temperature spiked to a high of 118 degrees. Being we are a high profile and very reputable company one can only imagine the immediate requests for emergency service that we received during this time. We find that when outside temperatures reach this level each individual customer believes their situation is an emergency. Mr. S[redacted]’s request being just one of them. While we do advertise 24/7 emergency service we also do comply with this advertisement. In this instance, Mr. S[redacted]’s call was not defined as a serious, unexpected, dangerous situation requiring immediate action. His air conditioning unit was blowing warm air and his home temperature was at 80 degrees. While we sympathize and understand his perception of his request being an emergency it is our hopes that he would understand we had received calls in which customers had no working air whatsoever, elderly, infants in homes with temperature readings over 100 degrees on single unit homes. I believe anyone would agree these calls would be deemed higher priority over Mr. S[redacted]’s situation. We offered Mr. S[redacted] another day for service but he declined. Additionally, if Mr. S[redacted] had not let his Preventative Maintenance Contract expire in August of 2015 we would have been able to service him within 24 hours (this is one of the benefits of holding a contract with our company). We are happy to hear that Mr. S[redacted] was able to obtain service by another company. However, Mr. S[redacted]’s claim that we are uncaring and should be responsible to pay his repair fee is outrageous. Our advertisements are valid. Our Company has serviced the Valley for over 20 years, maintains an A+ rating with the Revdex.com, has receiving numerous awards for its service and quality of work over these years in addition to being the#1 ranked Air Conditioning Company in Arizona (by Ranking Arizona). An uncaring company does not receive these types of credentials. We do not agree with the desired settlement desired by Mr. S[redacted] to have our company reimburse his repair fee. He declines to even notate what his repair fees are Either way, this request is not warranted. This complaint is a clear statement of a customer who interprets his situation as the only situation to tend to immediately and therefore emotionally attacked our character and advertising during his emotional state. We ask that you close this complaint immediately and quash Mr. S[redacted]’s erroneous claims. Sincerely, Erik J. B[redacted] Owner
Mr. B[redacted] omitted the work order from September of 2010 in which it was stated the the condenser coil fan was very dirty due to a lot of oil leaking (this would suggest that it had already been leaking for a long time. His own technician stated later in June of 2013 that the issue this time was due to "poor brazing on the line" of the air handler that was installed by them. Fast forward to last week when another company had to come out to replace the bad work that Precision did. It was stated that, "No Freon. Very poor install by Precision. Secondary drain pipe not lined up (which I left out the damaged caused to my ceiling by the water that leaked through) leaking on ceiling. No plenum box. I respect that Mr. B[redacted] wants to defend his technicians, but not the fact that he hides behind them. I was told by several technicians that they would have him contact me. He missed every opportunity to to that. I have called his office to try to contact him, but he has his gatekeepers direct me elsewhere. I'm not satisfied with his response; it is nothing but a deflection of responsibility. I'm surprised by his complete lack of professionalism. I guess you have to hide from your customers when you run a company so poorly.
When I called at 5:42 AM Arizona time I was told that my information would be sent over to a tech, and they would then contact me about my service that day. Unless the calls are recorded for review, that can be listened to, then I do not see how this claim that I was not guaranteed service is valid. Reasonably when I called that early the temperature was 80 degrees in my house as it was early before temperatures began to rise in the valley. The house did reach temperatures of 100 degrees in the house later that day. Again, I clearly stated that I have a 2 month old baby in the house, and additionally 2 dogs. You have stated that "infants in homes" falls in that category of being an emergency, especially when mine has had previous issues already with heat rash. I had Precision come out for the annual first year check up on my system (at a time scheduled by them from a cold call). Everything was fine at the time, and had we not had to spend 8,000.00 dollars on a new AC system (August 2014) we probably would have purchased an extended service contract to cover labor involved in this repair. The other company is charging just over 2,200.00 dollars to preform the service (labor, refrigeration disposal, new refrigeration) as the part (condenser unit) is under warranty. It was noted that the high speed motor on the part had put itself in lockout mode. If needed I can provide a copy of the estimate that was given to me. I have sense had to vacate my home in the meantime as the repair can not be done until tomorrow morning due to waiting for the part to be available (something I thought Precision would have on had) I would like to receive the audio recording of my calls on the 4th to ensure that what has been stated in the letter back is 100% valid on their part, and what has been stated on my part. Large reputable companies who value such a high quality of standard record calls for quality assurance. I'm not asking that the company pay for 100% of my repairs on the unit. If your company could have done the repair for cheaper then help me with the overage, pay for the 80.00 dollar diagnostic fee, clean my ducts in the house, provide me a warranty for 1 year in case this happens again (if your units that say Precision on the side of them are of ut-most quality what do you have to lose). Anything is better than nothing for such a great company that values such a high reputation. I don't think that I'm asking for the world here being that I've already had to go out an purchase a cooler for my home, hotel costs, a plane ticket for my wife to fly home and stay with family due to the unsafe conditions for the baby, boarding costs for my dogs, etc.. I work in a customer service industry for quite some time, and know that many companies would bend over backwards to help primarily a child in need. If I lived on my own in the home I wouldn't have such an issue with the matter. I'm only asking that you try to help make the situation right.
Initial Business Response /* (1000, 5, 2016/08/29) */
In response to Mr [redacted] :
Brought vehicle in 07-29-16 and his diagnosis was Low compression-
Maintenance lite no buzzer - and check operation of
dess (programmable keys) We then performed necessary repairs
including top end ...
overhaul replacing and repairing pistons cylinder
refinish and fitment to correct the low compression . We then tested and reprogrammed the
dess(security)keys to operate vehicle and cleared and tested vehicle for computer codes .
We then test ran Mr [redacted] vehicle to veryify correct operation.
We then charged him a very fair fee to perform the above services on 08-15-16. In conclusion
Apparently there was another issue that did not present itself, during our tenure and he was not
charged for any additional work beyond his request.
There is a copy of his original check in sheet enclosed. If you have any additional questions please let us
Know Thanks [redacted] R/T sales
RE: Complaint ID #***To Whom It May Concern:Precision Air & Heating, Inchereby amends the initial response to the above complaint filed by Mr*** ***. We have made contact with Mr*** since our initial response to his complaintMr. *** and our company have uncovered some misunderstandings with our technician and Mr*** during their and visits. We have come to an agreement that Precision will perform a leak search at no charge in addition to ensuring he receive his 20% Maintenance agreement discount for any necessary repairs neededAdditionally, should he choose to move forward with a new unit, we will apply the $towards the cost.Sincerely,Erik JB***Owner
RE: COMPLAINT ID ***To Whom It May Concern:Precision Air & Heating, Increspectfully replies to the complaint filed by my Mr***Mr*** completed an e-commerce/online transaction on the date of 09/29/for an electrostatic *** Filter in the amount of $This transaction
consisted of the end user (Mr***) entering information (including but not limited to) billing, shipping, payment and product information, in addition to acknowledging that the order being placed is finalI have provided the copy of his order receipt(attached) as well as a screenshot of the terms of purchase below.At the time his order is placed it Is automatically sent to the manufacturer for production and shippingAlthough he states he attempted to cancel his order one day after purchase the order was already in production, although not yet shippedFilters are individually produced and manufactured as orders are placedSince this complaint was filed, we have been contacted by the manufacturer who states Mr*** reached out to them to cancel his orderUnfortunately, the manufacturer cannot cancel his orderas it was not placed with them, it was bought through Precision Air & Heating, Inc.Again, While we sympathize with Mr***'s predicament of ultimately not needing the filter after he discovered he could use an alternate source for his needs, we could not stop an order already in process.We feel this evidence is compelling enough to warrant this as a valid charge and purchase for $71.00.Thanks,Gina B***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** The business brings up a fair point in its response, and perhaps "extort" was too strong a word to use in my complaintInstead we'll agree that the Precision technician tried
to "con" my pregnant wife out of $2,with lies about mold, then left her sweating in a house with no working A/C for several hours because he failed to replace the fuse after finishing his tune upThat's probably a fairer description of the service we receivedI find that this resolution - not paying Precision a dime and never seeing Precision at my home again - would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***
Precision Air & Heating, Increspectfully responds to the above referenced complaint for ***.Mr*** reached out to Precision Air & Heating, Incon 4/3.0/to have a Complete A/C Tune Up performed on his five year old Rheem Split Gas systemHis appointment was set for5/1/
Upon arrival to the-call,our tech discovered the A/C system was not functioning properlyGiven this, we could not perform a Complete A/CTUne Up and needed to diagnosis why the system was not functioning properly Upon diagnosis, the system wasfound to be low on FreonAt this point, our technician recommended a leak search of the system todetermine where the leak was coming fromAt his own admission himself, Mr***researched pricing on the internet for a leak search (prior to our technician quoting a price) and still agreed to move forward with Precision's quoted price of $determining that.lt was a reasonable value for the service recommended Our technician performed the leak search and discovered the leak was at the indoor coil An estimate of $was given to repairthe coil iriaddition for the option to have a Precision Field Supervisor out for a no charge, hew u.nit estimate on replacing the five year old unit Mr*** agreed to have a new unit estimate by Precision and it was scheduled for 5/4/Unfortunately, Mr *** cancelled this appointment I have included both the original work order related to his phone call on4/30/as well as our Sales Call Sheet for the new unit estimate for your convenience. It can't be determined as to whether the prior homeowner(s) had regular maintenance performed on the five year old systemNor can it be determined if Mr*** had the system maintained for the one year period he has been in the home Precision has no service history for this address or for Mr*** particularly Mr***'s reference to the age of his equipment has no relevance in his complaint A new unit replacement was a second recommendation versus a repair.While we appreciate Mr *** being a savvy shopper and wanting to get the best deal, Precision Air & Heating, Inchas never promoted that we offer the lowest pricing Precision Air& Heating, Inc is a well-known and reputable HVAC company that holds an excellent accreditation with the Revdex.com, Arizona Registrar of Contractors, holds multiple HVAC and ethics awards within the industry and displays Integrity, Quality and TrustIt is not a fair comparison for Mr*** to state another HVAC contractor charged a lesser price for asimilar service Nor is it fair for the other HVAC contractor to accuse Precision of not performing the proper testingMr*** agreed to have a service completed at a quoted priceof $ Precision's diagnosis was 100% accurate I am providing a copy of our invoice number *** for your convenience.Precision Air & Heating,Inchas completed Mr***'s HVAC requests within a timely manner, properly diagnosed his Rheem system and has given him a repair versus replacement optionMr*** himself chose to have a repair completed by another contractor solely due to pricing.Let it be known that the HVAC contractor whom serviced Mr*** is currently providing services under an expired contractor license through the State of ArizonaI would assume that the price-point given by this unlicensed contractor is a reflection of a lack of business dthe current status with the State.For these reasons, Precision Air & Heating, Incdenies Mr***'s request for reimbursement of the leak search amount of $His claim is solely based on a pricing issue and should be removed from Precision's records immediately
PLEASE SEE THE ATTACHMENT FOR OUR SECOND RESPONSE. THANK YOU
RE: Complaint ID #[redacted]To Whom It May Concern:Precision Air & Heating, Inc. respectfully responds to the above complaint filed by Mr. [redacted].Mr. [redacted] became a customer with us when he reached out on 3/30/2015 for a Complete Tune Up on his Lennox Air Conditioning System. ...
Subsequently, he was booked for the following day, 3/31/2015. On 3/31/2015 our technician, Garrett, performed the tune up and found his 2007 unit with low refrigerant pressure and a low Delta T reading. We noted the concern of a leak and the need for leak search to be performed. Ultimately, the customer chose not to move forward with the leak search but opted for a minimal amount of Freon to be added for temporary cooling in addition to purchasing a one (1) year Preventative Maintenance agreement. Mr. [redacted] was not charged for the additional Freon added to the unit. Please reference our invoice number [redacted] which is attached for your convenience.The following year, on 2/16/2016, our company and Mr. [redacted] made contact to schedule his annual maintenance on his unit. His appointment was scheduled 2/29/2016. On this date our same technician, Garrett, performed the annual maintenance and found the inside coil of the unit to be completely rusted out and recommended replacement of the inside coil. Additionally, he found the unit needed Freon and noted a leak at the Schrader core. Minimal Freon was again added to the unit for temporary cooling and the Schrader core was tightened. The unit then reacted with a restriction in the evaporative coil. The total charge the services were$590.00. This charge for was a Preventative Agreement purchased by Mr. [redacted]. He was not charged for the 2 pounds of Freon added to his unit. Please reference our invoice number [redacted] which is attached for your convenience.Due to the findings on 2/29/2016, our technician suggested a new unit and Mr. [redacted] agreed with the recommendation. The new unit estimate was scheduled and completed on the same day. Please reference our invoice number 11661 which is attached for your convenience. Precision Air & Heating, Inc. can't continue to add Freon for temporary cooling to a unit of which is known to have a leak. Mr. [redacted] declined our concerns to have a leak test performed on his initial visit and failed to move forward with a repair/replacement recommendation on our second visit in 2016.Mr. [redacted] Freon issue with his unit will continue until he either repairs or replaces the unit. Should he now opt to move forward with the leak search and complete the repair recommendations it is Precision's policy that we will credit the full cost of the leak search towards the repair. The cost for the leak search (with is PMA 20% discount) is $302.23. It was also noted (see invoice [redacted]) that should Mr. [redacted] choose to move forward with a unit replacement, we would credit the amount of $590 towards the unit purchase.Given the above information, Mr. [redacted] request for a refund is not warranted. Mr. [redacted] paid $590.00 for the purchase of a Preventative Maintenance Agreement only. He was never charged for the addition of Freon to his unit and Precision's work was not the cause of his leak. Precision hereby declines to refund his monies for the purchase of this agreement.Ultimately, we cannot force the customer to move forward with our recommendations nor should we be held liable for refunding any monies because he has failed to properly correct the issue.We ask that you close this complaint in favor of our company given this substantial proof of evidence and documentation.Sincerely,Erik J. B[redacted] Owner
RE: Complaint ID #[redacted]To Whom It May Concern:Precision Air & Heating, Inc. respectfully rebuttals to the response filed for the above complaint ID for Mr. [redacted].Mr. [redacted] is correct that the invoice from September 2010 was omitted below. Although it is part of his service history, it is not deemed to be pertinent to the claim that our Company plagued the system. We have included a copy of the invoice for you. In fact, this invoice stands to be pertinent in the fact that Mr. [redacted] declined high recommendations by our Company. It is correct that this invoice states the condenser coil fan was leaking oil, the pan was dirty and the ductwork was dirty. We highly recommended-bclea n-the-condenser-coi1- fan,- ecommended-flushing-the- drain-line- and-a-start-kit-as -an-accessoryto-the -- -- -- --compressor. Mr. [redacted] declined all of the services for repair with the exception of the start kit. It still stands true that his unit continued to work (as we stated in our original complaint) for 3 years after installation with no failures.Additionally, the fact that Mr. Fellow's mentions brazing had to be done on his air handler is not a secret. This service was performed to Mr. [redacted] at no cost on 6/13/2013. Please note that when brazing, variables should also be considered and include (but are not limited to) atmosphere quality, type of atmosphere, temperature differential and joint clearance. A braze failing does not mean that a Contractor set up to plague the system. There is no shelf-life or rule of thumb as to how long brazing is guaranteed and these variables, either solely or in combination should be taken into consideration. Overall, our company found the braze issue and corrected it immediately at no cost to Mr. [redacted]. Our invoice [redacted] is attached.While we consider Mr. [redacted] having another Contractor access his theory, we cannot consider Mr. [redacted] statements on their assessments as credible. For a contractor to deem Precision's install as poor after 8 years (in addition to other negated items) is unimpressive. Mr. Fellow's now new assertion of water damage to his ceiling is also just as unimpressive. One would think that would be a major issue in his initial complaint. To date, this is also something that Mr. [redacted] never contacted our Company on as well. Mr. [redacted] has every right on judgment of me but only this once will I pass by his assertion that I am unprofessional and hide from my customers. His defamation of my character because he was not able to speak with me personally is unenlightening. Being a well-known entrepreneur, investor and owner of over a handful of Corporations, surely Mr. [redacted] is aware of what's called "corporate structure". Corporate structure is put in place for a reason. One would simply not call Microsoft and expect to speak with the Founder and/or President. Mr. [redacted] was sent through the proper corporate structure of Precision and directed to the top of the chain,our General Manager, who is more than qualified to handle his complaint.Precision stands firm with our initial response related to the desired settlement by Mr. [redacted]. We do not agree with the desired settlement desired by Mr. [redacted]. Precision has offered to repair his unit and he has already declined our services to pursue repair and chosen another contractor.Precision requests you close this complaint in our favor at this time.Sincerely,Erik J. B[redacted]Owner
Response is inaccurate per own receipt terms, both invoices clearly show more than 2 lbs of freon, this shows leak was the issue "Clearly" Garret the tech stated leak was not detectable anywhere in attic or outside and added 4 lbs of freon per invoices on both visits. I followed suggestions made as I am not a expert. Garret stated " I hate to have to keep coming out and perform maintenance and chafing when I can't find the problem, I can leave now and not charge you or call salesman for new unit" I asked what his recommendation was on repair and he said he could fill with freon since it was completely empty and did not believe it would leak. I did so and he said if I decided to by a new unit they would not charge 590.00. The salesman showed up and said the units are good to 10 years and was surprised thinking it sounds like a leak since everything works great when there is freon. I elected not to replace based off this information. The unit is not 2007 as Precision states, the home was built in 2009 and unit was brand new at time. Precision states people before profit but is not willing to represent terms of invoice accurately or stand behind the service I paid for which was for leak and freon. The invoice is coded very confusing with lots of codes and terms not easily understood by the customer and is being used in part to communicate only part of what transpired during both visits. I have only respectfully asked they stand behind work or refund. To date nobody has reached out from Precision after my calls. This is not people before profits or any guarantee of service as Erik B[redacted]t offers in his ads. Please help me resolve.
Attached, please find our initial response to this complaint.
RE: Complaint ID # [redacted]To Whom It May Concern:Precision Air & Heating, Inc. respectfully responds to the above complaint ID for Mr. [redacted].Mr. [redacted] has been a customer with us since August 15, 2008 and continues to be a customer to date.Mr. [redacted] initially reached out to us...
and scheduled an appointment for a Service call on his 1999, Carrier 3.5 Ton Split Heat Pump Air Conditioning Unit. On this date, Mr. [redacted] contracted with us for the installation of a B[redacted]t 3.5 Ton 13 seer Split System Heat Pump. This specific unit was installed on 08/16/2008. Mr. [redacted] ‘ new unit continued to work with no issues for over 3 years after his initial installation therefore leaving his claim of faulty workmanship (back to the installation date) unwarranted. At this [redacted]e his unit fell outside of any warranty with us and his unit only held a parts warranty through the manufacturer. Between the period of December 2011 through present Mr. [redacted]’ unit displayed over 5 manufacturer defects with his condenser coil, evaporative coil, condenser fan motor and reversing valve. His service history with us is noted below: 08/15/2008 – Service Call. Quoted and sold new unit. 08/16/2008 – Installed New Unit08/18/2009 – Annual Maintenance performed through Contract. Unit fully operational.12/20/2011 – Annual Maintenance. Condensing unit not turning on. Replaced Condenser Coil under Manufacturer Part Warranty. No labor Warranty.01/09/2012- Replaced Condenser Fan Motor. No Charge.05/07/2013- Replaced evaporative coil, replaced TXV. Under Manufacturer Part Warranty. No labor Warranty.06/13/2013 - Performed pressure test on lineset to determine leak. No Charge.11/27/2013 - Restriction at liquid Line & Piston. Customer declined Service repair.10/08/2014 - Heat not used for 2 years. Found flare nut loose on coil, Replaced reversing valve. No Charge.09/14/2015 - Leak search performed. Oil on liquid line. Added refrigerant and ensured valve was tight. Charged customer for Freon only.05/31/2016- Diagnosed bad reversing valve and coil. Found a lot of oil in the evaporative coil pan. 06/06/2016 - Open call for repair pending. Customer receiving a 2nd Opinion for another company.Mr. [redacted]’ was charged a nominal and fair fee for our labor to repair these manufacturer defects and was not charged any fee for those which fell inside Company warranty, specifically the reversing valve/liquid line. His theory that our company plagued his system is preposterous and quite frankly an insult to our Company who strives on Integrity, Quality and Trust and employs educated and certified Technicians in this specific industry. We do not agree with the desired settlement desired by Mr. [redacted]. Our company has gone above and beyond and has taken immediate action in getting his unit working properly. His unit worked for a period of over 3 years after installation before it underwent its first sign of failure. Mr. [redacted]’ has already chosen to receive a second opinion from another Contractor and declined moving forward with us for additional repairs. He communicated he has sought legal counsel as well. Therefore, his settlement has already been granted.We ask that you close this complaint immediately and quash Mr. Fellow’s erroneous claims.Sincerely,Erik J. B[redacted]Owner
To Whom It May Concern: Precision Air & Heating, Inc. respectfully responds to the above complaint ID for Mr. Cody S[redacted]. Mr. S[redacted] has been a customer with us since July 29, 2014. Mr. S[redacted] reached out to our Company on 6/4/2016 for a warm air issue in his home. He was connected with...
our answering service that handles and forwards incoming calls outside of normal office hours to our technicians. Our Business Center then prioritize’s the call and the specific details within the call. Mr. S[redacted] is not familiar with our process with after-hours calls so his perception that it’s not being done correctly in ignorant. His claim he was guaranteed same day service is not likely as our answering service has serviced our company for over 5 years and is familiar with how we operate and knows not to make guarantees. Mr. S[redacted] was requesting service on a weekend in which the Arizona temperature spiked to a high of 118 degrees. Being we are a high profile and very reputable company one can only imagine the immediate requests for emergency service that we received during this time. We find that when outside temperatures reach this level each individual customer believes their situation is an emergency. Mr. S[redacted]’s request being just one of them. While we do advertise 24/7 emergency service we also do comply with this advertisement. In this instance, Mr. S[redacted]’s call was not defined as a serious, unexpected, dangerous situation requiring immediate action. His air conditioning unit was blowing warm air and his home temperature was at 80 degrees. While we sympathize and understand his perception of his request being an emergency it is our hopes that he would understand we had received calls in which customers had no working air whatsoever, elderly, infants in homes with temperature readings over 100 degrees on single unit homes. I believe anyone would agree these calls would be deemed higher priority over Mr. S[redacted]’s situation. We offered Mr. S[redacted] another day for service but he declined. Additionally, if Mr. S[redacted] had not let his Preventative Maintenance Contract expire in August of 2015 we would have been able to service him within 24 hours (this is one of the benefits of holding a contract with our company). We are happy to hear that Mr. S[redacted] was able to obtain service by another company. However, Mr. S[redacted]’s claim that we are uncaring and should be responsible to pay his repair fee is outrageous. Our advertisements are valid. Our Company has serviced the Valley for over 20 years, maintains an A+ rating with the Revdex.com, has receiving numerous awards for its service and quality of work over these years in addition to being the#1 ranked Air Conditioning Company in Arizona (by Ranking Arizona). An uncaring company does not receive these types of credentials. We do not agree with the desired settlement desired by Mr. S[redacted] to have our company reimburse his repair fee. He declines to even notate what his repair fees are Either way, this request is not warranted. This complaint is a clear statement of a customer who interprets his situation as the only situation to tend to immediately and therefore emotionally attacked our character and advertising during his emotional state. We ask that you close this complaint immediately and quash Mr. S[redacted]’s erroneous claims. Sincerely, Erik J. B[redacted] Owner
Mr. B[redacted] omitted the work order from September of 2010 in which it was stated the the condenser coil fan was very dirty due to a lot of oil leaking (this would suggest that it had already been leaking for a long time. His own technician stated later in June of 2013 that the issue this time was due to "poor brazing on the line" of the air handler that was installed by them. Fast forward to last week when another company had to come out to replace the bad work that Precision did. It was stated that, "No Freon. Very poor install by Precision. Secondary drain pipe not lined up (which I left out the damaged caused to my ceiling by the water that leaked through) leaking on ceiling. No plenum box. I respect that Mr. B[redacted] wants to defend his technicians, but not the fact that he hides behind them. I was told by several technicians that they would have him contact me. He missed every opportunity to to that. I have called his office to try to contact him, but he has his gatekeepers direct me elsewhere. I'm not satisfied with his response; it is nothing but a deflection of responsibility. I'm surprised by his complete lack of professionalism. I guess you have to hide from your customers when you run a company so poorly.
When I called at 5:42 AM Arizona time I was told that my information would be sent over to a tech, and they would then contact me about my service that day. Unless the calls are recorded for review, that can be listened to, then I do not see how this claim that I was not guaranteed service is valid. Reasonably when I called that early the temperature was 80 degrees in my house as it was early before temperatures began to rise in the valley. The house did reach temperatures of 100 degrees in the house later that day. Again, I clearly stated that I have a 2 month old baby in the house, and additionally 2 dogs. You have stated that "infants in homes" falls in that category of being an emergency, especially when mine has had previous issues already with heat rash. I had Precision come out for the annual first year check up on my system (at a time scheduled by them from a cold call). Everything was fine at the time, and had we not had to spend 8,000.00 dollars on a new AC system (August 2014) we probably would have purchased an extended service contract to cover labor involved in this repair. The other company is charging just over 2,200.00 dollars to preform the service (labor, refrigeration disposal, new refrigeration) as the part (condenser unit) is under warranty. It was noted that the high speed motor on the part had put itself in lockout mode. If needed I can provide a copy of the estimate that was given to me. I have sense had to vacate my home in the meantime as the repair can not be done until tomorrow morning due to waiting for the part to be available (something I thought Precision would have on had) I would like to receive the audio recording of my calls on the 4th to ensure that what has been stated in the letter back is 100% valid on their part, and what has been stated on my part. Large reputable companies who value such a high quality of standard record calls for quality assurance. I'm not asking that the company pay for 100% of my repairs on the unit. If your company could have done the repair for cheaper then help me with the overage, pay for the 80.00 dollar diagnostic fee, clean my ducts in the house, provide me a warranty for 1 year in case this happens again (if your units that say Precision on the side of them are of ut-most quality what do you have to lose). Anything is better than nothing for such a great company that values such a high reputation. I don't think that I'm asking for the world here being that I've already had to go out an purchase a cooler for my home, hotel costs, a plane ticket for my wife to fly home and stay with family due to the unsafe conditions for the baby, boarding costs for my dogs, etc.. I work in a customer service industry for quite some time, and know that many companies would bend over backwards to help primarily a child in need. If I lived on my own in the home I wouldn't have such an issue with the matter. I'm only asking that you try to help make the situation right.
Initial Business Response /* (1000, 5, 2016/08/29) */
In response to Mr [redacted] :
Brought vehicle in 07-29-16 and his diagnosis was Low compression-
Maintenance lite no buzzer - and check operation of
dess (programmable keys) We then performed necessary repairs
including top end ...
overhaul replacing and repairing pistons cylinder
refinish and fitment to correct the low compression . We then tested and reprogrammed the
dess(security)keys to operate vehicle and cleared and tested vehicle for computer codes .
We then test ran Mr [redacted] vehicle to veryify correct operation.
We then charged him a very fair fee to perform the above services on 08-15-16. In conclusion
Apparently there was another issue that did not present itself, during our tenure and he was not
charged for any additional work beyond his request.
There is a copy of his original check in sheet enclosed. If you have any additional questions please let us
Know Thanks [redacted] R/T sales