Cool & Cozy

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
The technician did refuse to enter the attic claiming that there was "nothing he could do" because I had removed the water from the panMy bottom line was that an assumption was made (that was incorrect) and the they told me initially that the only way they would come back out is if I paid another dispatch feeAfter filing a complaint with *** they came out at no cost and fixed the cracked pipes for free to appease my frustrationThe owner then told me he didn't know "what horse st" was fed to me by another HVAC specialist when he was out ( I had another project going on the same day with another company)The secretary at cool and cozy called the owner and stated that "he couldn't remember the specifics of this situation"So it intrigues me that they say that " the technician never refused to enter the attic"I had a second HVAC specialist there and would probably not have known to ask for him to take a look in the attic it weren't for this other gentlemanCool and Cozy did fix the issue at no charge which I greatly appreciate, but the bottom line is, they made an incorrect assumption, I felt like I was not important as a customer, I would have paid them for their services had they not assumed what the issue was and fixed it when they were here the first time, and not to mention the integrity of the owner, swearing at a customer about another HVAC specialist claiming he was feeding me garbageI did not mention to the owner that the individual that worked for the other HVAC company had more years experience than this individual and works for a reputable company that everyone in our area knowsCool and Cozy did nice work but their public relations and making assumptions is absolutely inexcusable and is going to cost them customers and a reputation
Regards,
*** ***

Review: I was unfortunate to have to deal with Cool and cozy to repair my Air Conditioning under my home warranty VIA [redacted]. First of all, the company would not work with me on a time and day to provide service. It had to be on thursday, July 24th, between 8 and 12 pm. That is a pretty big window for a working man, who has to work from 8-4. I requested that the business call me when the techs were on thier way, I would have been able to leave work in a moments notice to tend to the servicemen. but they claim that the service tech's can not make calls to customers because all calls are made and recorded by the office. this does not help the customer. "Melanie" claimed that there would be no other available time for a few weeks for the techs to come out to my area. So I was stuck having tyo find a house sitter... I was also not informed of the collection of a deductible. THIS IS WHERE IT BECOMES VERY UNETHICAL.

The service provider simply pumped refridgerant into the system without checking the whole system for leaks or anything. Then I get a call from Melanie, DEMANDING a credikt card number, She threatened to send the service techs back out to my house to drain the AC out and "Start all over" What kind of business is this? That is a threat. A THREAT! I offered to pay using a check and Melanie claimed that they do not "Bill out" . I am not comfortable giving out my CC information over the phone, but I was forced to because they threatened to cause damage to my Air conditioning unit. I do not feel that this

is appropriate business conduct. Melanie also threatened to tell my Home warranty company that my HVAC system was already damaged, just because I told her that there is a service stamp on my HVAC unit.Desired Settlement: I would like the service techs to fully investigate cause of the loss of refridgerant in the system. I would like if they actually worked with me instead of threatening, belittling and maybe act like an actual business instead of a gang of armed robbers. I want my air conditioning fixed instead of patched with a band aid.

and also, this company needs to get a handle on the way they threaten customers for payments.

Business

Response:

July 28, 2014Dear [redacted],I am writing in response to the above complaint. [ would like to explain the timeline from beginning to end in reference to [redacted]'s complaint. Cool & Cozy received a dispatch request from [redacted] Home Warranty Company for [redacted] of [redacted], PA, on 7/18. A call was placed to [redacted] to schedule an appointment immediately after receiving the dispatch. There was not a returned call from [redacted]. Another call was made on 7/22 at 8:19am and a message was left for him to call the office back to schedule an appointment. He did call back that same day and was offered an appointment on 7/24 between the hours of 8-12pm (we only book appointments in blocks of time, 8-12,10-2 and 12-4). [redacted] did not want to schedule an appointment until after he came home from work at 4:30pm; 1 explained to him that we do not schedule appointments after 4:30pm. I offered him again the appointment for Thursday 7/24 between 8-12 pm or he could schedule for the following week on 7/28 or 7/29. At no time was he told a few weeks. He took the appointment for 7/24. [redacted] was also informed that the techs do not call ahead; to be sure he was there between 8-12pm. Every customer is told after scheduling an appointment, the technicians do not call ahead, to please be sure someone is home at the time of the appointment. On Wednesday 7/23 in the late afternoon, [redacted] called the office and said he had an appointment the following morning-to please have the tech call him when he was on his way, I explained to him again that the techs do not call ahead, but if it helped him any at all, he was the second call in that block of time. [redacted] said a few cuss words and said "thanks for nothing" and hung up.On Thursday 7/24, the tech arrived to [redacted]'s home. [redacted] was not there, but had a female there to let the tech in. Tech diagnosed the system, found that a service valve core was loose and the unit was 1.25lbs low on Freon. The technician called the office with diagnosis. The office staff then has to call in the diagnosis to [redacted] Home Warranty to get approval on any work performed. The diagnosis was called into [redacted] instructed us to adjust the Freon to the proper level. [redacted] makes all decisions on any work, tests, etc., on any of their contracts. They approved for the freon to be adjusted. After tech was notified that the work was approved, the tech was asked how [redacted] was paying for his deductible (this Is a deductible that is a part of his contract directly through [redacted] and per section D, Erne #3 - it states that he has a $75 deductible and it is due at the time of service) Also, [redacted] was told by [redacted] at the time he called in to request a service call - that he has a $75 ded and it is due at the time of service, this is per [redacted]. The technician informed me that [redacted] did not leave a check or any form of payment for the deductible with the female that was there. I called [redacted] while the tech was there and asked him about the deductible. He said "you can bill me", I explained that we cannot bill out for a deductible, that it is due at the time of service, per his contract with [redacted]. I asked him if he had a credit card, he could pay over the phone at this time. He said (with many cuss words included, that he was not giving his credit card number out over the phone. I explained his two options at this time...he could pay the deductible over the phone at this time and tech would add the Freon, or* the technician would have to come back at a later time when he had the deductible, but he would then have to pay for another service fee ([redacted] would not pay us to make a return trip because [redacted] didn't have the deductible at the time of original service call). [redacted] continued to cuss and carry on over the phone and also stated that "the tech was too stupid to read — because he had a note on his unit that stated Freon was added in the past". I told him that I would certainly pass on this information to the home warranty company that he provided me, since this work was done before his contract started with [redacted] did give me his credit card number and we billed his card. The technician tightened the loose valve cores, adjusted the r-22 Freon, checked the temperature drop and completed the job.At no time was I demanding, threatening or unethical. I simply followed the guidelines with [redacted]- per our contract. I don't believe [redacted] reviewed his contract with [redacted] in reference to scheduling, deductibles and work performed.[redacted]'s language and actions were un-excusabie on the phone. I handled it in a professional way as any business owner would.I did report to [redacted] the way [redacted] spoke to our staff, with his unbearable language, so they would have a record of this as well. I will also make them aware of this complaint, as well as this letter to Revdex.com,I would also like you to know, that I did not, in any way threatened [redacted] that I would tell [redacted] his unit was already damaged, I simply informed him that I would pass the information he told me about Freon being added to this unit previously, on to [redacted]. We will take no part in insurance fraud; we have to report to [redacted] what he stated, especially if the Freon was added to the unit prior to the start of his contract.Lastly, if [redacted] has any questions or concerns in reference to his HVAC system and how his home warranty handles their claims, he needs to refer to his contract with [redacted] or contact them directly on his coverage details. If we can be of further assistance to you, please do not hesitate to contact us. Thank you.