Cobalt Heating and Air Conditioning

Original complaint from customer: System was low on refrigerant, wanted us to check.Original Diagnostic Quote: $149Customer promotional discount: -$50New Diagnostic cost: $99Temperature on site: Started out at 89 degrees, and went up over 104 degrees.Upon arrival, system was not cooling properly and pressures were showing low charge on both the low and high side of the system, based on the manufacturers charging guide in the unit. (R-410A - Low: 85 out of 110-140, High: 389 out of 415+/-, with current readings @ 104 degree ODDB, Max system PSIG 500) It was determined that the system was low on refrigerant. *** consulted *** (the owner) as to the situation. I recommended we do a leak search to determine that there was no leak. The customer then told *** that about a year ago another company had moved the condenser to its new location and added several feet of line set. Not knowing whether there was a leak or the previous company didn't do a proper job in charging the system, we determined a leak search was necessary. *** offered two options, 1. Leak Search with detector for $399, or 2. Leak Search with dye for $599, the customer chose option 2. *** explained that doing this was necessary to continue diagnosing the problem. The customer approved us to add refrigerant once the leak search was done, at a price of $249/ 1-3lbs, as needed. The customer asked *** if the cost of the diagnostic was included with the repair, and *** said "yes, its in addition to the repair." *** called *** back later that day and confirmed that *** knew it was in addition to the work being done. We cut open the line set insulation at the joints to check for leaks, checked all brazed joints,checked the schrader ports, also checked the evaporative coil thoroughly. We did a 2nd check with 2 different leak detectors, all indicated that there were no leaks. ***'s wife asked *** if we will warranty the leak search, and I told her that we can only verify that there are no leaks presently, not there the system will never develop leaks in the future. ***'s wife asked if we could come back the following day to do a follow up check to make sure there are no leaks, I agreed that we could check the following day, 1 week, 1 month and/or 1 year later if they wished, at no additional charge. Upon completion of the leak search and refrigerant adjustment, the customer refused to pay anything for the work that had been completed thus far, and said they would pay us the following day after we did a follow up leak check. The system was in poor shape with disconnected ducts in the attic, old inadequate duct work, and an improper cooling reading at the evaporative coil. It was suspected that there were further problems, which we told the customer we would check the following day when it was going to be within normal operating temperatures.On day 2, we began by checking temperature splits again, performed a 2nd leak check with UV and leak detectors, checked evaporative coil temperatures, system pressures, duct work, and static pressures. I verified the poor condition of the duct work. I found that the system was grossly over their static pressure range at 0.99 out of a maximum of 0.50. I adjusted the blower fan speed to compensate for the lack of cooling, high static pressure, and high Super Heat. The blower adjustment brought their temperature split from 9 to 12, which still wasn't sufficient. I concluded that there was an issue with the TXV / coil based on my readings. I called the manufacturer to verify that all that could be done has been done. The manufacturers rep agreed and told me that my assessment was correct, that they need a new TXV and Filter line drier. I shared all findings with ***'s wife, which she suggested I contact her husband. When I contacted *** and told him the findings and the cost to repair his system (TXV replacement for $849, Filter Line Drier replacement for $599, both have a 2 year parts and labor warranty from my company), he said he didn't want to pay the repair costs. He then began saying that *** was incompetent, inexperienced, and didn't do a good job. Then he said he that he shouldn't have to pay for the diagnostic since it was unclear what *** meant. I agreed with *** and said that I can understand the miscommunication about the diagnostic fee, so I waived the diagnostic fee however, I was there supervising the refrigerant addition and I performed the leak search myself and it was done in accordance with all standard procedures. *** then said that he shouldn't have to pay for the leak search and the refrigerant addition because he wasn't going to go with my company for the repairs, and has a friend who said that we shouldn't have done the work in the first place. I offered to apply 50% of the leak search toward the TXV and Filter Drier repair if they decide to have Cobalt do the work.Upon completion *** said that if I didn't waive all charges he was going to leave me a bad Yelp review, Bad Google Review, and report me to the Revdex.com, which he held true to his word. Please contact me if you have any further questions.Sincerely

Please see ***'s original Yelp review of Cobalt Home Services. These are his words, stating that we clearly informed him that there could be additional repairs, and that we only guaranteed to find pin hole leaks with the dye, not the UV wand detector (if there were any), which he has since posted reviews contradicting his first statements.