The below response is for the above subject customer concern:Mrs. [redacted] is being less than candid with her complaint. I believe after talking with her she was upset when she filed the complaint therefore allowing for wrong information to be filed in her complaint. She called us the same day...
we received the complaint and she stated she was going to file a complaint when in fact she already had. We installed her heat pump on 3.25.13 and she filed her complaint on 6.5.15 which means her system is over 2 years old. She has not paid for every service call as stated in her complaint and still owes a balance of $44.80 on the service call from 12.1.14.The first service call we did for her was on 4.17.13 where we replaced her evaporator coil due to a "Dirty Sock Syndrome" (which is an industry problem with certain installs) at NO CHARGE. The 2nd service call we did was on 7.29.13 for the breaker tripping where we determined the start capacitor and relay needed replaced at NO CHARGE. We returned on 8.2.13 and replaced the start capacitor and relay at NO CHARGE. The next service call was on11.20.14 for the unit not heating. We could not determine what the problem was and would have to consult with The Service Manager. We charged #132.50 for labor on this service call as the labor warranty had expired on 3.24.14.We returned on 12.1.14 to add Freon due to system being low on charge. We did a NO CHARGE for labor as this was a return trip from 11.20.14 but we did charge for the Freon of $84.80 which they made a partial payment on 5.18.15.The last service call we did was on 6.17.15 where we determined there is a Freon leak which we cannot find at this time. We are working with [redacted] to determine what to do next. Mrs. [redacted] is aware of what is going on and understands the facts in her complaint are not 100% true. Mrs. [redacted] is correct that she has a leak but she is wrong that we will have to put Freon in her unit every 6 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 it. We are aggravated with ourselves that we cannot find and fix the leak but we will continue to work on it until the issue is resolved. We pride ourselves in taking care of our customers. If there is anything else you need or I can help you with please let me know. I apologize for the delay in getting my response to you. Sincerely,[redacted]President
The below response is for the above subject customer concern:Mrs. [redacted] is being less than candid with her complaint. I believe after talking with her she was upset when she filed the complaint therefore allowing for wrong information to be filed in her complaint. She called us the same day...
we received the complaint and she stated she was going to file a complaint when in fact she already had. We installed her heat pump on 3.25.13 and she filed her complaint on 6.5.15 which means her system is over 2 years old. She has not paid for every service call as stated in her complaint and still owes a balance of $44.80 on the service call from 12.1.14.The first service call we did for her was on 4.17.13 where we replaced her evaporator coil due to a "Dirty Sock Syndrome" (which is an industry problem with certain installs) at NO CHARGE. The 2nd service call we did was on 7.29.13 for the breaker tripping where we determined the start capacitor and relay needed replaced at NO CHARGE. We returned on 8.2.13 and replaced the start capacitor and relay at NO CHARGE. The next service call was on11.20.14 for the unit not heating. We could not determine what the problem was and would have to consult with The Service Manager. We charged #132.50 for labor on this service call as the labor warranty had expired on 3.24.14.We returned on 12.1.14 to add Freon due to system being low on charge. We did a NO CHARGE for labor as this was a return trip from 11.20.14 but we did charge for the Freon of $84.80 which they made a partial payment on 5.18.15.The last service call we did was on 6.17.15 where we determined there is a Freon leak which we cannot find at this time. We are working with [redacted] to determine what to do next. Mrs. [redacted] is aware of what is going on and understands the facts in her complaint are not 100% true. Mrs. [redacted] is correct that she has a leak but she is wrong that we will have to put Freon in her unit every 6 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 it. We are aggravated with ourselves that we cannot find and fix the leak but we will continue to work on it until the issue is resolved. We pride ourselves in taking care of our customers. If there is anything else you need or I can help you with please let me know. I apologize for the delay in getting my response to you. Sincerely,[redacted]President