Carlon Heating & Air

[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:Attached is a note from the cleaning staff How dare the owners put words into our sons mouth that are blatantly untrue At no time was that faucet broken prior to the cleaning team being there We can close this matter as we do not want any future dealings with this company I have reviewed the response made by the business in reference to complaint ID [redacted] Regards, [redacted]

We arrived at ***' home on 6/6/and found his A/C low on refrigerantOur technician added 48oz of R22, and informed the customer that if the same issue arose again that he would need to have a leak search done [redacted] called our office on 7/7/to inform us that he was having the same issueAt that time we gave him the option of having the leak search done to determine where the leak was or have us out for a free estimate to replace the system due to its age(the charge for the leak search would have been charged regardless if we did it on 6/or on 7/7) This is why we inform the customer of the leak search at the time we add the Freon and choose to wait for the leak search to avoid additional costs if its not neededHe decided to have us give him an estimate to replace the systemThis was scheduled on 7/14/He called the day of the appointment and cancelledHe didn't want us out thereIt is our regular practice that we credit costs for repairs towards a new system if the customer goes with our company for the installation within days of initial repair [redacted] didn't give us the chance to make that offerAttached is the invoice that [redacted] signed for approval before the initial repair was done and after the repair was completedWe would have loved to have had the opportunity to give him a quote for a new system but was unable toAs far as our price for the refrigerant: our prices all include the labor as wellNot all companies combine that fee and charge separately for the laborWe also charge by the ounce not by the poundWe never round up and are strict with our technicians inventory so the customer never overpays for refrigerantWe wish [redacted] all the luck in the future with whatever company he decided to go with

[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:Attached is a note from the cleaning staff. How dare the owners put words into our sons mouth that are blatantly untrue. At no time was that faucet broken prior to the cleaning team being there. We can close this matter as we do not want any future dealings with this company.
I have reviewed the response made by the business in reference to complaint ID ***.
Regards,
*** ***

To Whom it May Concern at the Revdex.com: We routinely offer a coupon for biweekly service to new customers and are happy to honor it. In this instance, the customer was not a new biweekly customer but instead was a new customer seeking quarter weekly (monthly) service. Because of this,...

the $25 coupon was not applicable. The coupon does read as such and we are happy to provide a copy should that be beneficial. The customer was made aware of this during their initial in home estimate prior to any work being completed in her home. After cleaning the home and returning to the office, our cleaners advised us that the faucet in the customer's kitchen sink did not work and the teenage son told them it was not working, a man had been out to look at it and was coming back to fix it at a later time. I initiated a call to the customer in regards to the coupon, advising via voicemail that the coupon was not applicable to quarter weekly service as we previously discussed at her in home estimate. She called back and got the corporate call center which relayed her message to our office. During busy times, we use this call center to make sure all customer calls get answered. As you can imagine, leading up to the holidays is a very busy time for our teams. The customer has not sent an email. We attempted to call the customer back on 12/21 and 12/22, but repeatedly got her voicemail. We did not attempt to contact her over the holiday weekend.The damage, as admitted by the customer’s son, happened prior to our cleaning of the home. The coupon, as discussed prior to the clean, was not applicable. Despite the customer’s knowledge of the coupon not being applicable, we are willing to grant the customer use, remove the $25 balance and close their account.

We arrived at [redacted]' home on 6/6/2016 and found his A/C low on refrigerant. Our technician added 48oz of R22, and informed the customer that if the same issue arose again that he would need to have a leak search done. [redacted] called our office on 7/7/2016 to inform us that he was having the same...

issue. At that time we gave him the option of having the leak search done to determine where the leak was or have us out for a free estimate to replace the system due to its age. (the charge for the leak search would have been charged regardless if we did it on 6/6 or on 7/7) This is why we inform the customer of the leak search at the time we add the Freon and choose to wait for the leak search to avoid additional costs if its not needed. He decided to have us give him an estimate to replace the system. This was scheduled on 7/14/2016. He called the day of the appointment and cancelled. He didn't want us out there. It is our regular practice that we credit costs for repairs towards a new system if the customer goes with our company for the installation within 30 days of initial repair. [redacted] didn't give us the chance to make that offer. Attached is the invoice that [redacted] signed for approval before the initial repair was done and after the repair was completed. We would have loved to have had the opportunity to give him a quote for a new system but was unable to. As far as our price for the refrigerant: our prices all include the labor as well. Not all companies combine that fee and charge separately for the labor. We also charge by the ounce not by the pound. We never round up and are strict with our technicians inventory so the customer never overpays for refrigerant. We wish [redacted] all the luck in the future with whatever company he decided to go with.