CPS Heating and Cooling

I still disagree that there was a mis-diagnoses as nothing has been given to CPS to say otherwise But also don't want to spend more time on customer that feels we did a poor job A refund of $will be credited to her credit card as requested I wish them the best and apologize that the relationship did not turn out better[redacted] President, CPS Heating and Cooling

Revdex.com:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
The factual recollection of the repairs is correctMy point is twofold here:1) The issue with the first floor unit was diagnosed incorrectly: it turns out that the it did not work due to the failure of electric components and such failures had nothing to do with coolantTherefore, adding expensive coolant was completely unnecessary.2) Due to (a) extreme rudeness of your representative *** ***, (b) inability to identify actual issues with the equipment on multiple occasions, and (c) eventual lack of trust with the vendor, we have decided to terminate the service agreementSince the service agreement covered two visits (one for A/C in the spring and one for the heating system in the fall) and only one visit was completed, we requested a refund of half of the agreement price, which is half of $or $147.50. We can accept your offer of refunding the $fee we paid for mis-diagnostics of the first floor unitSince we already received a refund of $from you, the remaining amount due is $+ - = $162.50. Ms. ***'s recollection of the phone call provided in your response is incorrectI called specifically to cancel the service agreement due to the issues described aboveInitially, I only demanded a refund of half of the agreement value very politely explaining my pointAfter Ms. *** insulted me and very rudely responded that I should not receive any refund, I told her that I believe we should receive at least a part of the money we spent on misdiagnosed and unnecessary repairsWe spent around $thousand dollar making unnecessary repairs to relatively new equipment and I am now asking for a refund of only $162.50. I believe we have been treated extremely unfairly by this business and will be looking forward to a resolution
Regards,
*** ***

I can certainly understand the confusion that may have occurred.  The following is CPS record of events and I have signed confirmation of the invoices.  This was also our 1st visit to the customer so we have no history of the equipment to go back on.05/24/2017 - Completed PM of...

equipment.  On 2nd floor we found that the condensate pump was being improperly used within the emergency pan as the "primary: means of collecting water.  The technician noted it but since it was early in the year the system had not run long enough to produce water to verify why this was done.  Normal $295.00 PM Charge for 2 Heating and 2 Cooling System06/13/2017 - Returned for 2nd floor water leak.  As we suspected the 2nd floor primary drain was cracked and needed to be replaced $70.00 agreement diagnostic fee07/19/2017 - Returned for no A/C on 1st floor. Found the 1st floor very low on refrigerant and filled the system with R-22 (Which is very expensive as this is being pulled from the market by the EPA).  We also added a leak freeze (small leak stopper) and dye (helps find the leak should the leak freeze not work).  Told the customer to let us know when the system is not working again and we could return to find the leak.  Under some circumstances, it could be years before we need to return so we do not schedule a return visit to the home to look for anything until there is a problem.  There is a charge to look for the leak when that happens.  Customer acknowledged everything and signed off on work completed $1,003.3307/19/2017 - We also replaced the drain pan on the 2nd floor at this time. Quoted price of $685.80.The customer called for their heating PM and requested we check for the leak in the 1st floor system.  We stated that there is a cost to do this and they became very agitated and said they wanted a refund of their PM agreement.  We since they we had already done the cooling PM that was not refundable.  We offer a significant discount for doing the heating and cooling agreements together, so the difference between the 2 Cooling agreement and the 2 Heating/ 2 Cooling agreement in $55.00.  So we stated that we would send that along to them.  At this point they then demanded a full refund for everything we had done. conversation ended with customer hanging up phone.  There was no mention of another contractor, when they came or what they found.  We would have immediately asked to see the paper work to see what they had found.  After reviewing the paper work, I think what is fair is the $55.00 + the $70.00 charged on 6/13 as we may have been able to find this earlier, although again we had no history and we see a lot of weird things in this in industry all the time. Please review and let me know how to proceed,[redacted]President CPS Heating and Cooling

I still disagree that there was a mis-diagnoses as nothing has been given to CPS to say otherwise.  But also don't want to spend more time on customer that feels we did a poor job.  A refund of $162.50 will be credited to her credit card as requested.  I wish them the best and apologize that the relationship did not turn out better.[redacted]President, CPS Heating and Cooling