Carjon Heating & Air Conditioning, Inc.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***CARJON did not provide a complete service of the air conditioning unit back in April.The unit back then was not performing correctly and the service man blamed it on the time of the year.The unit is currently much colder than it was after it was serviced by CARJONThey would have found theproblem in April if they checked the level of freonA service should include this this type if monitoring of the coolant. CARJON is not acting as a responsible servicing agent and is only interested in making money at the expense ofthe customerWhen I first talked with them I was told they could not afford to find the leak and that I would have to pay.They made no attempt to reduce the fee or share in the expenseThey made no effort to assist me other than chargingme the full price and they refused to take any responsibility and still do over the fact that they should be performing abetter practice when they check the machines
Regards,
*** ***

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I FILED A COMPLAINT WITH CAR JON IN RI AND THE Revdex.com'S FILE SAID THE WOULD REFUND US $300 BUT I NEVER HEARD FROM CARJON OR THE Revdex.com - WHAT HAPPENED ?Regards,
[redacted]

We can certainly understand Mr. [redacted]’s frustration about the repair he required on his equipment.  Repairs are often unpredictable, and it’s hard to prepare for an unexpected repair cost as a result. That’s why CARJON uses up-front, flat rate pricing based on the repair that’s required....

We, along with the majority of companies in our industry, use a flat rate pricing guide that lists repairs based on national, proven averages.  Flat rate pricing helps take the guess work out of repair costs for customers, so we’re able to commit to a price up front, in total. It ensures that there is no open-ended repair bill for the customer because the price we quote up front is the price the customer pays no matter how many hitches the technician encounters or how long it takes the technician to do it. Flat rate pricing also allows customers to make an educated decision. The customer has the choice to proceed with the repair or comparison shop. Flat rate pricing also ensures that are pricing is consistent, fair, and competitive. Since it’s based on area averages, we are confident that other reputable companies offering the same service and warranty will be comparable. Mrs. [redacted] called on 7/26/16 with no air conditioning. The customer service representative scheduled the call and quoted our $89 dispatch fee. The technician who responded found the unit low on R-410A refrigerant. He observed a broken snow leg and a leaking refrigerant fitting, most likely caused by something falling on top of them such as ice falling from the roof. To repair the leaking refrigerant fitting, he needs to pump down, or isolate, the remaining refrigerant to the compressor, cut and repair the leaking refrigerant line, evacuate (pull a vacuum on) the system of any moisture and contaminates, recheck the refrigerant level, add if needed, and then verify system operation. The technician gave an up-front quote for a "3.0 ton pump down and evacuation" and R-410A refrigerant by the pound. Mrs. [redacted] authorized the technician to do the work. The total bill breaks down to the $89 dispatch fee, $537 for the process to pump down and evacuate a 3.0 ton system, and $271 to add three pounds of refrigerant to the system.  The technician e-mailed the invoice from on site that day, and we mailed a hard copy today since Mr. [redacted] states in his complaint that he hasn’t received it.   Mr. [redacted] seems to be most frustrated about the amount of time the technician took to complete the repair. There are so many costs that factor into pricing beyond the time that a technician spends on the repair. A few of these include the CSR to take and schedule the call, the dispatcher who makes sure the technicians get to their call, a service manager to keep the department running smoothly, reliable vehicles, the travel time and costs to get there, the tools the technician uses to complete the repair, the training it takes for the technician to correctly diagnose and repair the unit, the repair warranty, and miscellaneous materials such as a vacuum pump, oil, acetylene, and torch, etc.    We hope that this clarifies any judgement about the way we price. We value our customer’s trust and satisfaction, which is why we are willing to consider a refund for Mr. [redacted]. Mr. [redacted] asks for a $600 refund in his filed complaint. We can meet him half way, and can issue him a refund check in the amount of $300. We are confident that the technician used the appropriate repair codes, but our customer’s satisfaction is more important to us.

To whom It may concern, We are sorry that Mr. [redacted] is experiencing troubles with his [redacted] system. We pride ourselves on installing quality products and providing excellent workmanship and customer service. We are always willing to find ways to work with our customers so that their issues can...

be resolved quickly and to their satisfaction. Based on the filed complaint, it seems that Mr. [redacted] mistakenly thinks that if the technician found the unit low on refrigerant during his initial tune-up on 4/11/16, that he wouldn’t have had to pay for a leak search. A tune-up is a maintenance on the system that includes cleaning and checking the unit. We wash the filter, treat the evaporator coil with a self-rinsing agent, purge the condensate drain line, and check for overall operation. If there is anything wrong with overall operation, the technician would provide an up-front quote for the next step. We could not replicate the water leak at the time of the tune-up, so there was nothing the technician could quote at the time. We assuredhim that he could call us if it happened again. He called us next on 8/1/16 to say it was leaking again, and this time it wasn’t cooling well and producing an odor. Another technician responded the same day. We found the unit low on refrigerant, which means the unit has developed a refrigerant leak somewhere in the refrigerant circuit. We gave the customer the quote and option to recharge with refrigerant (authorization attached.) We also gave him the option for an electronic leak search, which involves scanning the entire refrigerant circuit (outdoor coil, lineset, and indoor coil) with an electronic leak detector to locate a refrigerant leak so we could find the component that needs to be repaired. We know that the electronic leak search is costly, so the technician checked and confirmed there were no signs of an obvious refrigerant leak in our field-installed joints to ensure it was not leaking from a point of installation. This visual inspection was done at no cost to the customer as a courtesy. It is unlikely that the refrigerant leak was present at the time of the tune-up, since we hadn’t heard from Mr. [redacted] from April until now. However, we always give the customer the benefit of the doubt, so we also waived the dispatch fee for the second service call and just charged for refrigerant as if we had found the need to add it during the tune-up. Mr. [redacted] also has expressed concern about his warranty. His unit was installed in June 2012 (proposal attached.) It came with a one year parts and labor warranty through CARJON, a five year limited manufacturer’s warranty on functional parts in his evaporator and condenser, and a seven year limited manufacturer’s warranty on the compressor.His system is currently still under manufacturer’s limited warranty. Necessary  repairs would be discounted to reflect that, however diagnostic and labor costs are not included under the manufacturer’s limited warranty. CARJON will gladly contact [redacted] on customer’s behalf to see if they would be willing to help customer with labor for repair, but we would need to know what the required repair would be first. The electronic leak search would be the next step to locate the refrigerant leak and determine the corrective repair. We hope this helps clear up any misunderstanding, and we encourage Mr. [redacted] to speak with our owner if he has any more questions with regard to his warranty, the unit, or the leak search we’re recommending.