The below response is for the above subject customer concern:Mrs [redacted] is being less than candid with her complaintI believe after talking with her she was upset when she filed the complaint therefore allowing for wrong information to be filed in her complaintShe called us the same day we received the complaint and she stated she was going to file a complaint when in fact she already hadWe installed her heat pump on and she filed her complaint on which means her system is over years oldShe has not paid for every service call as stated in her complaint and still owes a balance of $on the service call from 12.1.14.The first service call we did for her was on where we replaced her evaporator coil due to a "Dirty Sock Syndrome" (which is an industry problem with certain installs) at NO CHARGEThe 2nd service call we did was on for the breaker tripping where we determined the start capacitor and relay needed replaced at NO CHARGEWe returned on and replaced the start capacitor and relay at NO CHARGEThe next service call was onfor the unit not heatingWe could not determine what the problem was and would have to consult with The Service ManagerWe charged #for labor on this service call as the labor warranty had expired on 3.24.14.We returned on to add Freon due to system being low on chargeWe did a NO CHARGE for labor as this was a return trip from but we did charge for the Freon of $which they made a partial payment on 5.18.15.The last service call we did was on where we determined there is a Freon leak which we cannot find at this timeWe are working with [redacted] to determine what to do nextMrs [redacted] is aware of what is going on and understands the facts in her complaint are not 100% trueMrs [redacted] is correct that she has a leak but she is wrong that we will have to put Freon in her unit every months (after problem is fixed)She is also wrong that the unit is worthless and a money pit and we are getting tired of servicing itWe are aggravated with ourselves that we cannot find and fix the leak but we will continue to work on it until the issue is resolvedWe pride ourselves in taking care of our customersIf there is anything else you need or I can help you with please let me knowI apologize for the delay in getting my response to youSincerely, [redacted] President
The below response is for the above subject customer concern:Mrs [redacted] is being less than candid with her complaintI believe after talking with her she was upset when she filed the complaint therefore allowing for wrong information to be filed in her complaintShe called us the same day we received the complaint and she stated she was going to file a complaint when in fact she already hadWe installed her heat pump on and she filed her complaint on which means her system is over years oldShe has not paid for every service call as stated in her complaint and still owes a balance of $on the service call from 12.1.14.The first service call we did for her was on where we replaced her evaporator coil due to a "Dirty Sock Syndrome" (which is an industry problem with certain installs) at NO CHARGEThe 2nd service call we did was on for the breaker tripping where we determined the start capacitor and relay needed replaced at NO CHARGEWe returned on and replaced the start capacitor and relay at NO CHARGEThe next service call was onfor the unit not heatingWe could not determine what the problem was and would have to consult with The Service ManagerWe charged #for labor on this service call as the labor warranty had expired on 3.24.14.We returned on to add Freon due to system being low on chargeWe did a NO CHARGE for labor as this was a return trip from but we did charge for the Freon of $which they made a partial payment on 5.18.15.The last service call we did was on where we determined there is a Freon leak which we cannot find at this timeWe are working with [redacted] to determine what to do nextMrs [redacted] is aware of what is going on and understands the facts in her complaint are not 100% trueMrs [redacted] is correct that she has a leak but she is wrong that we will have to put Freon in her unit every months (after problem is fixed)She is also wrong that the unit is worthless and a money pit and we are getting tired of servicing itWe are aggravated with ourselves that we cannot find and fix the leak but we will continue to work on it until the issue is resolvedWe pride ourselves in taking care of our customersIf there is anything else you need or I can help you with please let me knowI apologize for the delay in getting my response to youSincerely, [redacted] President