Chas Roberts Air Conditioning, Inc.

Review: Refusal by the company to provide itemized receipt for repair despite repeated requests. It is likely that I was grossly overcharged for the repair.

On July 23, 2013 Chas Roberts peformed a repair on an air conditioning unit at my home. The invoice reflects one price for a list of repairs -[redacted], king valve-including filter drier and refrigerant. The repair took less than an hour and during the conversation with the technician, I inquired about the individual pricing for each item, refrigerant etc. I also independently checked the pricing on-line for the parts and refrigerant replaced. Even with giving a benefit of a couple of hours of labor, the total for the part, refrigerant and filter dryer did not add up anywhere close to $2,389.15. On numerous occasions (at least six-seven times), I called the company and requested an itemized invoice. I also made the same request by email and within the customer survey I was sent by the company. On September 20th, I finally spoke with a supervisor ([redacted]) and as given the run around and promised a call back. I still have not received a call back or itemized invoice from the company.

This was an expensive repair that apparently was unjustified. An itemized invoice for the cost of the parts and labor is needed to assess whether I was overcharged. The company is refusing to provide an itemized invoice which makes me believe that they cannot justify the charges for the repair.Desired Settlement: Provide an itemized invoice of the parts and labor with individual charges for each item. If the services provided do not add up to $2,389.15, I expect a refund for the difference.

Business

Response:

Dear Mr. [redacted],

We are in receipt of your complaint regarding services performed at your home on July 25, 2013, to replace the [redacted] on your [redacted] System. After reviewing the invoice and your current flat-rate pricing sheet it does appear that our technician had an older version of the price list. There is a refund due to you of $481.25, which we will begin processing. I have enclosed a copy of the outdated price sheet as well as the revised one.

I understand your frustration in not receiving a call back in a timely manner but from the message we received from the office, it appears there were some restrictions as far as when you were available. We apologize for the inconvenience.

Regarding your request for an itemized breadown of the labor and parts on the replacement of the [redacted] on your R22 air conditioning equipment, Chas Roberts as most of the industry uses flat-rate pricing. This price guarantees that if the technician takes 4.5 hours total (as in the case of your TXC replacement) or 8 hours you as the consumer do not incur additional time. The benefit of the flat-rate pricing is transparency with clients with up-front pricing and no additional costs should the job require additional time. Replacing a [redacted] in a unit requires pumping down the refrigerant, brazing the old [redacted] from the system and brazing the new one on, installing a filter drier, adding additional Freon, if needed, to set it to the factory requirements. The unit is the run through a heating and cooling cycle to ensure the unit is working to factory requirements.

I have attached a copy of the two invoices from your service visits, the initial on July 23, 2013, indicates the cost of the repair as well as the acceptance to move forward with the repair. The invoice from July 25, 2013 represents of the work.

Again, we do apologize that you feel we were unable to provide a price break-down but with flat-rate pricing there is no breadown on costs. We are processing a refund for $481.25, which is the amount you were over-charged. I have attached our current flat-rate pricing for the repair you had completed (see response online). **

We recently called Chas Roberts to address multiple plumbing problems in our home. Joseph arrived on time and was courteous, knowledgable, professional, and efficient. He ordered the necessary parts, returned at the agreed-upon time, and far exceeded our expectations in completing all of the work. I will be highly recommending him.

Review: My home was purchased in 2010. I, along with [redacted] have documentation that shows that they have been to my house 4 times in the last 4 years and have done shotty, patchwork jobs each times. Every time they come, they refill the freon, tell me I have a leak, and do nothing about it. Why do I still have a leak? If I have a leak, as they say, why do they insist on just refilling the freon even though the are aware of the leak. I am not even close to impressed with the level of service from this company. The amount of money I've lost, and time by having an AC that runs and no air coming out, and the sitting around waiting for these repairmen to come is priceless. I just got off the phone now and requested someone out, because my AC reads 85 and its set to 75. I have a pregnant wife and a 2 year old home. I've already spread the word, because word of mouth is a beautiful thing. I emailed the company yesterday, in the hopes a supervisor responds.

Oh, and if I forgot to mention, a month after we purchased the home, the entire AC UNIT crashed and was replaced.Desired Settlement: I want everything new, free of charge replacement. I think I'm entitled to it. 4 years, band aiding the same problem is inexcusable.

Business

Response:

Dear Mr. [redacted],

We are in receipt of your complaint regarding concerns with the equipment installed at the above- referenced property. I have attached copies of the invoices for May 17th, 2012, June 13th, 2013, and the most recent, May 26, 2014. After reviewing your complaint, as well as the history of this property, we agree there is still an outstanding issue with your system. You equipment was started up in May of 2010, and came with a 2 year labor warranty, and a 5 year parts warranty.

On May 17th, 2012, we did have a technician to the property with the listed problem that the unit was not cooling. At this time, the technician checked for leaks on the equipment itself at the indoor and outdoor coils, as well as the TXV. There were no leaks located at this time. The technician did charge the system up with Freon, and he noted the unit was undercharged.

On June 13th, 2013, after your labor warranty had expired, we went out, at no charge. At this time, we again found the unit low on Freon. A leak detector was used on the equipment, and no leak was found on the equipment itself. The technician then advised that an Isolation test was recommended, but could only be completed in the Fall. A supervisor spoke with you on June 25, 2013, and explained the purpose behind doing an isolation test, as the leak could be in one of three places; either the outdoor condenser, indoor air handler or the lineset that connects them. The account was noted to complete this isolation test in the fall under warranty. No repair could have been done at this date due to the fact that a leak was not detected on the equipment.

The last invoice, dated May 26th, 2014, Memorial Day, we at no charge added Freon to the unit, but again noted that an isolation test must be done, and that we charged the unit until this test could be completed.

An isolation test requires the system to be essentially “inoperable” for one week, which is why we perform these tests in the fall when the weather is more forgiving. During this test, the homeowner will be without cooling for two weeks while the test is being performed. Due to the nature of this test, it is left open to the homeowner to schedule at their convenience since the lack of cooling will impact their lifestyle. In an isolation test, all the refrigerant must be removed from the system and linesets within the home. The condenser, indoor coil, 7/8, and 3/8 lines are then pressurized individually with nitrogen.

Roughly one week later we return to check the readings and see where the pressure has dropped. If it is in the lines, it will tell us which line has the leak so we can open drywall and repair the leak.

As stated in your complaint, you request all new equipment for not fixing the concern you have. The equipment is not malfunctioning – the next step would be to perform the isolation test at your convenience. At this time the equipment does not have an issue that the manufacturer would warrant for replacement. Again, the next step to diagnose the problem is to complete the isolation test in the fall. We feel that we have not “bandaided” any repairs on your system, but have been waiting for you to contact us to schedule the isolation test.

Respectfully, [redacted]

Awesome service! Very quick response. [redacted] was very friendly and did a wonderful job!

Extremely expensive. Service tech said it was the builders fault for putting in the cheapest air conditioning unit. I felt the company was very unprofessional

Outstanding service. AC went down during the hottest days this Summer. Called Chas Roberts at 7pm and they rearranged their schedule and had a technician here at 8:30 AM the next morning. Turned out to be an internal fuse. The technician checked all the readings and they were fine. No attempt to take advantage of the system or replace parts that were still good. Thank you Chas Roberts for running an honest company .

My A/C failed on a Wednesday evening. Luckily, weeks before, I had scheduled a routine maintenance service call for the following Thursday morning. When I called in after my system failed, I was pleased to learn that my appointment was still in place.

Technician called me just prior to his on-time arrival and identified a failed capacitor, which was immediately replaced. His process was very deliberate and methodical - no rushing or shortcuts - and he had all of the necessary tools and equipment to complete the repair and check out the balance of the system. Each time he entered my home, he wore "booties" to protect my floors. No hard sell of other products, only suggestions of actions that might avoid future problems.

I cannot speak more highly of the professionalism shown.

Chas Roberts offers terrible service when it comes to scheduling. If you do not have a set appointment, You have to call only to be told to wait two hours for a supervisor to call you back and then they will give you a four hour time frame to schedule your service call.

The on call supervisor cannot be reached after five because I was told they are already at home and after hours you wait two hours for a call back.

I am waiting for a job to be completed but I would never recommend this company to anyone. They advertise customer service 24/7 and it is awful!

The Chas. Roberts Technician Rick M[redacted] was punctual, polite and thorough. He discussed several issues with me, including the installtion of a Surge Protector for the air handler motor, and installed it on my approval.
He performed his work in a timely manner, and to my satisfaction.

Our tech arrived on time and was very pleasant. He took care of our system and explained the need for a drain switch to keep water from building up.

Great Customer Service from our Technician - made the wait worth it to have gotten this particular Tech! Professionally friendly, excellent finished product, we feel we have our own A/C advocate which = Loyalty!

JOSH did a wonderful jjob of assessing the problem and fixing it. He was polite and efficient. We were so impressed that we intend to start a maintenance program with the company.

Great service. Professional and fast. Called before arriving, diagnosed the problem, had the part and fixed all within 20 minutes.

Review: Chas Roberts came to my house to diagnose my A/C unit. They claimed that there was a leak in the coils. They charged me 240.00 dollars for the diagnosis and to add refrigerant to the system. They stated that the coil system would need to be replaced and that it would cost 1450.00 dollars. I had another company look at it and found no leak in the system at all. The other company told me that it was a part called the TXV which regulates the refrigerant. I stated to the second company that I was glad I called you because if I would have let them change the coils it would have still not fixed the problem. He stated that it would have fixed the problem because the new coil system would have come with a new TVX part, so it would have fixed the problem,but at a much greater cost. In closing it is now costing me 600.00 dollars to fix the unit instead of the 1450.00 dollars. Chas Roberts told me that they would apply the 240.00 towards the 1450.00 dollars in repairs. I now see why they were so eager to do that because they were misleading and overcharging me.They also tried to tell me the coils were bad because they had rust on them. I was informed by the other company that all A/C unit coils have rust on them even when they are only one year old. He stated that it's from the condensation and that it is quite common and doesn't mean that they are bad or leaking and guaranteed me that I have no leak.Desired Settlement: I think it's only fair for them to refund the 240.00 dollars that they charged me for a misdiagnosis. I had to hire someone else to do the job correctly and will have to pay 600.00 to the second company. I would like to recover the 240.00 to apply it to the repairs that will be needed.

My home air condition unit was not cooling my home and sometimes not even turning on. Contacted Chas Roberts scheduled for a service tech to come out on Aug 24-2015. Tech showed up asked what issues we were having, then went on the roof to look at the unit. Tech was on roof about 20 minutes then came back inside stated he had checked everything out all looked good, then checked 1 air vent in kitchen stated there was cool air coming out of vent, then looked at thermostat stated this was an older model and possibly there maybe a glitch with-in it and if the problem continued suggested a newer thermostat be installed. Tech never asked or offered to replace thermostat.

I was charged a Trip Fee of $85.00 before tech left and I never received an invoice from tech. I had to call company ask for invoice, which was then e-mailed to me. I also asked for refund the $85.00 trip fee since I felt the tech had not done any work, was told No refund would be given.

Chas Roberts offered to send a different tech back out, I refused the offer because if the first tech that was sent didn't either know what they were doing or didn't want to do there job, I didn't want to waste my time and money having another tech tell me nothing was wrong with the unit.

1 hour after tech left, house still not cooling. I checked thermostat temp read 86 degrees. I checked temp settings which were set on 78 degrees. 2 hours later house was still not cooling and temp was on 85 degrees.

Another air conditioning company was contacted came out that same evening worked on unit about 2.5 hours, stated a motor had froze up and also some wires had been connected wrong.

This other company was able to get the unit up and working while Chas Roberts stated there was nothing wrong.

I fill that Chas Roberts lied to me, took advantage of me and just wanted the money (trip fee) and did no work what so ever. Chas Roberts needs to hire certified, licensed, educated and customer friendly tech's.

Chas Roberts and their employees are extremely professional, responsive and knowledgable. We have been a customer for 20 years and they never disappoint us.

In practical terms the technician didn't do anything but just take the money. It was not worth it. This is the last time we call you guys.
He didn't even want to check the capacitors on the compressors which is what I call for, he wanted to charge me more, I measure them with no good attitude and he didn't do a good inspection of the contactors.
Your company is not what it used to be, you are just for the money but no for the service. That a shame.

I am pleased with Chas R[redacted] AC/Heating maintenance service. Their technicians are very professional and perform a very detailed service on my unit. They inform which services are optional or required. I renew the CAP Maintenance Plan for 2 visits every year, one for the pre-winter season and another for the pre-summer season. They offer a discount on this type of service and always call to remind you of an upcoming service.

Chas Roberts did some plumbing work today. Santiago, the technician did a terrific job.

He was neat, clean, and very knowledgeable. He was on time and efficient. This company is fortunate to have such a good employee representing them.

Outstanding and Professional service.