Carjon Heating & Air Conditioning

To whom It may concern, We are sorry that Mr [redacted] is experiencing troubles with his [redacted] systemWe pride ourselves on installing quality products and providing excellent workmanship and customer serviceWe are always willing to find ways to work with our customers so that their issues can be resolved quickly and to their satisfactionBased on the filed complaint, it seems that Mr [redacted] mistakenly thinks that if the technician found the unit low on refrigerant during his initial tuon 4/11/16, that he wouldn’t have had to pay for a leak searchA tuis a maintenance on the system that includes cleaning and checking the unitWe wash the filter, treat the evaporator coil with a self-rinsing agent, purge the condensate drain line, and check for overall operationIf there is anything wrong with overall operation, the technician would provide an up-front quote for the next stepWe could not replicate the water leak at the time of the tune-up, so there was nothing the technician could quote at the timeWe assuredhim that he could call us if it happened againHe called us next on 8/1/to say it was leaking again, and this time it wasn’t cooling well and producing an odorAnother technician responded the same dayWe found the unit low on refrigerant, which means the unit has developed a refrigerant leak somewhere in the refrigerant circuitWe 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 repairedWe 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 installationThis visual inspection was done at no cost to the customer as a courtesyIt 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 nowHowever, 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-upMr [redacted] also has expressed concern about his warrantyHis unit was installed in June (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 warrantyNecessary repairs would be discounted to reflect that, however diagnostic and labor costs are not included under the manufacturer’s limited warrantyCARJON 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 firstThe electronic leak search would be the next step to locate the refrigerant leak and determine the corrective repairWe 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

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 $BUT I NEVER HEARD FROM CARJON OR THE Revdex.com - WHAT HAPPENED ?Regards, [redacted]