Century 21 Roberson Realty Unlimited

In response to Mr. [redacted]'s complaint, we have attached the invoices and signed contract from both visits.  During the first visit the Technician did explain to him that the system was low on refrigerant it normally indicates a leak in the system.  At that point Mr. [redacted]...

declined the recommended leak search decided to just add refrigerant in hopes that the system would continue working for the remainder of the summer.  When Mr. [redacted] called in the second time on 9/11/2016 our Technician informed him that he had a very large leak in the system and gave him the option to either repair the leaking part or replacing the equipment.  Mr. [redacted] opted to replace the system, our technician provided an estimate and a contract was accepted to replace the system.  Being that Mr. [redacted] agreed to replace the system, our Tech advised him that if he opted to add refrigerant to the system that we would subtract that amount from the cost to replace his system.  This is standard practice so that our client might have some AC relief until the date of the replacement.  That is also reflected on the contract that he signed.  When we attempted to contact him to set up his installation.  He stated that he wanted to wait on the installation. We tried to reach out to him several times after that, but did not receive any response.  Our technician followed company policy and provided the customer with his available options.  We are sorry that this was a negative experience for Mr. [redacted], we strive to deliver the best customer and technical service possible.  Our offer stands that the money spent to add refrigerant can be credited to the replacement price of the new system.