Cool Runnings Heating & Air Conditioning

The customer (wife) scheduled a service call on November 4th I have attached the notes belowHusband showed the technicians to the back yardThey assessed and repaired as approved by the husbandWhen it was time to collect for the service call and repairs the husband was suddenly on a conference call and unavailable(We do not do billing, invoices are due at the time of repair or a credit card is left on file.) Customer was billed as a courtesy via their email on fileNov 4th Service Call: Heater leaking Found units temperature sensor well leaking pool waterReplaced and testedHeat exchanger is leeching water @ base sealRecommendations: The only way to stop water from leeching from base seal is to replace heat exchanger (not recommended due to age of unit) Customer response to email: I am not going to pay for the service call because I was not aware of it and because it was a follow up visitCompany response: Your lack of awareness is not the companies faultI will expect payment in full per your invoice(All customers are informed of the service call fees at the time they schedule the appointment) The company’s position is they arrived on time for the scheduled service call, performed the diagnosis and performed the repairThere is nothing to disputeThe problem with liars is they can’t keep their stories straightThe Mrsclaimed originally she was unaware of the service call fee, then the story changed to we would come back for no charge, and then to she never placed the call or authorized the repairs at all(We are a service and repair company; we do not provide free diagnostics or service) Customer was sent a reminder email on Nov 11th that their due on receipt invoice was past due.No correspondence between Nov 11th – Nov 30thAnother notice was sent on Dec 1st.Your PAST DUE invoice is attached.Payment must be received in our office no later than 12-05-If payment is not received on or before days, we will assume you don't intend to payA late charge of Twenty-Five Dollars will be added to your invoice, and your past due account will be referred to collectionYou will be responsible for any fees associated with collecting this debtAll warranties will be voided for non-payment.Dec 1stCustomer response: Dear Cool Runnings, In order for me to pay this invoice, I need a proof that work was requested & authorized by my husband or myselfThis invoice is not legitimate because we did not authorized any workPlease let me know if you have questionsSent from my iPhoneCompany response: If your claim is you didn't authorize our visit or the repairsThen there should be no problem with us removing the parts we installedYou don't get to keep the parts and not pay...Customer response: Please feel free to remove parts that your technician has installedI repeat that we did not authorized repair that was performedThanks Sent from my iPhoneCompany response: Hi ***, Technician was by your home to remove part per your requestHusband slammed door on his faceThat will be our last visit to your houseEVER Per our previous email if invoice is not paid by the days it will be sent to collections and ALL warranties on your heat pump will be voided for non payment.If the disputed amount is $where is payment for $101.79.The customer has paid zero payments on their invoice dated 11/04/for the amount of $186.79This account is more than days past dueIf payment is not made in full by 12/10/it will be referred to collections and all warranties voided on the repair for non-payment.We are a very reputable company with zero complaintsWe thank all our customers for that.This company has no desire to work with liars and thieves.Sincerely, [redacted] Owner/ Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The issue remains unresolvedThe owner/manager *** *** is being extremely hostileShe has been harassing me and my husband via emails and phone calls. I have tried multiple times to resolve this situation instead I was called names and insultedEven in her responce to this complaint she calls us "liars and thieves"I am desporatley trying to reach mutual resolutionCompany owner/manager denies that their technician promised free follow up visit to start up the pool heaterAfter our pool heater was repaired in September by Cool Runnings, it was not operated(I paid $for the repair and could not even use the heater yet)I called on November 4th to schedule a follow up visit to start the heater and adjust the timer as promised by their technicianI was not informed of the service fee at the time of the callBecause our pool heater was not operated, we were not aware of any issues associated with it (it was recently repaired in September)Now I am being threatened that “warranties on your heat pump will be voided for non payment”
Regards,
*** ***

I caution you to govern yourself accordingly. No one has threatened you or harassed you. In an attempt to collect a debt, you have been contacted in the normal course of business only. The reason this matter remains unresolved, is you have not paid for your services. If your dispute was really over the $85.00 service call fee, you would have paid the remainder of your bill.  Your resolution is you want something for Free. Your heat pump was repaired on Sept 12, 2014. Your heat pump did not operate after the repair, because you had a pool system issue. We were not contracted to fix your pool system or anything external to the heat pump. Two months after your repair was completed you somehow think this company has some obligation to return for free.  You may have the part from your Nov.04 2014 repair for Free; I will void your invoice.You will owe this company nothing. Likewise this company owes you nothing. The next time your heat pump needs repair, you may call a different company.

The customer (wife) scheduled a service call on November 4th 2014. I have attached the notes below. Husband showed the technicians to the back yard. They assessed and repaired as approved by the husband. When it was time to collect for the service call and repairs the husband was suddenly on a...

conference call and unavailable. (We do not do billing, invoices are due at the time of repair or a credit card is left on file.) Customer was billed as a courtesy via their email on file. Nov 4th Service Call: Heater leaking Found units temperature sensor well leaking pool water. Replaced and tested. Heat exchanger is leeching water @ base seal. Recommendations: The only way to stop water from leeching from base seal is to replace heat exchanger (not recommended due to age of unit) Customer response to email: I am not going to pay for the service call because I was not aware of it and because it was a follow up visit. Company response: Your lack of awareness is not the companies fault. I will expect payment in full per your invoice. (All customers are informed of the service call fees at the time they schedule the appointment) The company’s position is they arrived on time for the scheduled service call, performed the diagnosis and performed the repair. There is nothing to dispute. The problem with liars is they can’t keep their stories straight. The Mrs. claimed originally she was unaware of the service call fee, then the story changed to we would come back for no charge, and then to she never placed the call or authorized the repairs at all. (We are a service and repair company; we do not provide free diagnostics or service) Customer was sent a reminder email on Nov 11th that their due on receipt invoice was past due.No correspondence between Nov 11th – Nov 30thAnother notice was sent on Dec 1st.Your PAST DUE invoice is attached.Payment must be received in our office no later than 12-05-14. If payment is not received on or before 30 days, we will assume you don't intend to pay. A late charge of Twenty-Five Dollars will be added to your invoice, and your past due account will be referred to collection. You will be responsible for any fees associated with collecting this debt. All warranties will be voided for non-payment.Dec 1stCustomer response: Dear Cool Runnings, In order for me to pay this invoice, I need a proof that work was requested & authorized by my husband or myself. This invoice is not legitimate because we did not authorized any work. Please let me know if you have questions. Sent from my iPhoneCompany response: If your claim is you didn't authorize our visit or the repairs. Then there should be no problem with us removing the parts we installed. You don't get to keep the parts and not pay...Customer response: Please feel free to remove parts that your technician has installed. I repeat that we did not authorized repair that was performed. Thanks Sent from my iPhoneCompany response: Hi [redacted], Technician was by your home to remove part per your request. Husband slammed door on his face. That will be our last visit to your house... EVER Per our previous email if invoice is not paid by the 30 days it will be sent to collections and ALL warranties on your heat pump will be voided for non payment.If the disputed amount is $85.00 where is payment for $101.79.The customer has paid zero payments on their invoice dated 11/04/14 for the amount of $186.79This account is more than 30 days past due. If payment is not made in full by 12/10/14 it will be referred to collections and all warranties voided on the repair for non-payment.We are a very reputable company with zero complaints. We thank all our customers for that.This company has no desire to work with liars and thieves.Sincerely,[redacted]Owner/ Manager

The customer (wife) scheduled a service call on November 4th 2014. I have attached the notes below. Husband showed the technicians to the back yard. They assessed and repaired as approved by the husband. When it was time to collect for the service call and repairs the husband was suddenly on a...

conference call and unavailable. (We do not do billing, invoices are due at the time of repair or a credit card is left on file.) Customer was billed as a courtesy via their email on file. Nov 4th Service Call: Heater leaking Found units temperature sensor well leaking pool water. Replaced and tested. Heat exchanger is leeching water @ base seal. Recommendations: The only way to stop water from leeching from base seal is to replace heat exchanger (not recommended due to age of unit) Customer response to email: I am not going to pay for the service call because I was not aware of it and because it was a follow up visit. Company response: Your lack of awareness is not the companies fault. I will expect payment in full per your invoice. (All customers are informed of the service call fees at the time they schedule the appointment) The company’s position is they arrived on time for the scheduled service call, performed the diagnosis and performed the repair. There is nothing to dispute. The problem with liars is they can’t keep their stories straight. The Mrs. claimed originally she was unaware of the service call fee, then the story changed to we would come back for no charge, and then to she never placed the call or authorized the repairs at all. (We are a service and repair company; we do not provide free diagnostics or service) Customer was sent a reminder email on Nov 11th that their due on receipt invoice was past due.No correspondence between Nov 11th – Nov 30thAnother notice was sent on Dec 1st.Your PAST DUE invoice is attached.Payment must be received in our office no later than 12-05-14. If payment is not received on or before 30 days, we will assume you don't intend to pay. A late charge of Twenty-Five Dollars will be added to your invoice, and your past due account will be referred to collection. You will be responsible for any fees associated with collecting this debt. All warranties will be voided for non-payment.Dec 1stCustomer response: Dear Cool Runnings, In order for me to pay this invoice, I need a proof that work was requested & authorized by my husband or myself. This invoice is not legitimate because we did not authorized any work. Please let me know if you have questions. Sent from my iPhoneCompany response: If your claim is you didn't authorize our visit or the repairs. Then there should be no problem with us removing the parts we installed. You don't get to keep the parts and not pay...Customer response: Please feel free to remove parts that your technician has installed. I repeat that we did not authorized repair that was performed. Thanks Sent from my iPhoneCompany response: Hi [redacted], Technician was by your home to remove part per your request. Husband slammed door on his face. That will be our last visit to your house... EVER Per our previous email if invoice is not paid by the 30 days it will be sent to collections and ALL warranties on your heat pump will be voided for non payment.If the disputed amount is $85.00 where is payment for $101.79.The customer has paid zero payments on their invoice dated 11/04/14 for the amount of $186.79This account is more than 30 days past due. If payment is not made in full by 12/10/14 it will be referred to collections and all warranties voided on the repair for non-payment.We are a very reputable company with zero complaints. We thank all our customers for that.This company has no desire to work with liars and thieves.Sincerely,[redacted]Owner/ Manager

I caution you to govern yourself accordingly. No one has threatened you or harassed you. In an attempt to collect a debt, you have been contacted in the normal course of business only. The reason this matter remains unresolved, is you have not paid for your services. If your dispute was really over the $85.00 service call fee, you would have paid the remainder of your bill.  Your resolution is you want something for Free. Your heat pump was repaired on Sept 12, 2014. Your heat pump did not operate after the repair, because you had a pool system issue. We were not contracted to fix your pool system or anything external to the heat pump. Two months after your repair was completed you somehow think this company has some obligation to return for free.  You may have the part from your Nov.04 2014 repair for Free; I will void your invoice.You will owe this company nothing. Likewise this company owes you nothing. The next time your heat pump needs repair, you may call a different company.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The issue remains unresolved. The owner/manager [redacted] is being extremely hostile. She has been harassing me and my husband via emails and phone calls. I have tried multiple times to resolve this situation instead I was called names and insulted. Even in her responce to this complaint she calls us "liars and thieves". I am desporatley trying to reach mutual resolution. Company owner/manager denies that their technician promised free follow up visit to start up the pool heater. After our pool heater was repaired in September by Cool Runnings, it was not operated. (I paid $1160 for the repair and could not even use the heater yet). I called on November 4th to schedule a follow up visit to start the heater and adjust the timer as promised by their technician. I was not informed of the service fee at the time of the call. Because our pool heater was not operated, we were not aware of any issues associated with it (it was recently repaired in September). Now I am being threatened that “warranties on your heat pump will be voided for non payment”

Regards,