Cranberry Heating & Cooling

Review: On June 16, I called Cranberry Heating & Cooling because my air conditioner wasnt working. The technician came out and did not have a tool he needed for a valve. I paid him for his time out. He said he would be back the next day to finish with the tool he needed. My brother let him into the house and told me he was working on my heater. I asked to speak with him. I said was the air conditioner now working correctly and why was he working on my heater. He replied because you need the heater fixed. And I said, I would do that in the winter time, you are not authorized to make the repair. He said he would leave and he placed fluid into my air conditioner. The air conditioner stopped working the following day. I called him and he said that I told him the work was not authorized and he couldnt make repairs to the air conditioner. I said, the heater work was not authorized. Please come out and fix the air conditioner. He said he would not come out without additional payment. I had another technician come out and he told me right away that no work was performed on the air conditioning unit. There were tears in the piping and it was replaced quickly. Cranberry Heating and Air Conditioning charged the credit card I used for the work on the 16 in the amount of $300 for the heater work. This was not authorized.Desired Settlement: Review the company's procedures for work & assist with the billing they requested that was for un-authorized & un-needed work. A refund of the $270 for the initial visit would be of benefit as no work was performed to fix the issue

Business

Response:

Cranberry Heating & Cooling’s weeknight and weekend’s service policy is only emergency service is performed at those times. Routine service is to be performed during regular Monday thru Friday 9:00-5:00 hours and emergency weekend or weeknight service is to be paid upon completion the same as any other professional is paid.

[redacted] called in Sunday 6-16-13 for emergency service and I spoke with [redacted] via phone and informed her of the rate structure and that weekend service was to be paid in full upon completion. She agreed. Responded 6-16-13. Upon arrival, I was appalled at the filthy state of the home. By sidestepping past heaped up garbage, I noted her air conditioner frozen up and air filter filthy and completely plugged. I turned the furnace on to thaw the evaporator coil so refrigerant level could be determined. I noted no flue pipe from furnace, rotted away from years of neglect. Operated furnace for 20 minutes with garage door open to vent fumes until no more thawed condensate drainage from indoor coil. Checked air conditioning condenser, operating pressures only, noted condenser in service state of neglect, only one refrigerant port cap on unit. Unit severely tilted and out of level from vermin and rodents under mining it and otherwise in extremely poor rusted condition. Noted low on R22, received permission from [redacted] to add at $70.00 a pound, charged unit with R22, noted high side schraeder valve leaking badly, needed special tool to replace it and tool was unavailable this day(Sunday). As a temporary measure I installed 2 high quality brass captive o ring port caps which did at that time stop refrigerant loss. Spoke with [redacted] again and informed her of potentially deadly flue pipe situation. The need for keeping a clean air filter in place. The leaking refrigerant schraeder valve. The need for vermin control. The severe tilt of condensing unit caused by vermin and the end result of compressor failure to the condenser by being operated severely out of level. The fact I had only addressed the immediate, emergency situation and she needed follow up repairs and routine service on her condenser, etc. She seemed to follow and understand the discussion. I stressed the need for quick response because of the potential for $70.00 per pound refrigerant escaping. I stressed the need for

garbage, etc. to be cleared away to properly access her furnace for repair. I made an agreement with her for furnace and air conditioner repair the following morning. She would put Monday’s billing, estimated at approximately $400.00 - $600.00 on her Visa card. But credit card numbers was not to be run until 6-29-13 for financial reasons. [redacted] signed work order and payed $170.00 via Visa and $100.00 by check number 1089. [redacted] had no air upon my arrival. Now she had functional air if a timely followup response was made. Her air was working for now. I made notes at that time about billing agreement. [redacted] has a copy of this invoice which is identical to my copy. Repairs are itemized. She signed it and authorized it.

Followup Monday A.M. 6-17-13

That A.M. picked [redacted] materials at supply house and called [redacted] with timing of arrival for repairs. She said her brother [redacted] would be there. Arrived at [redacted] 11:09 A.M. Proceeded directly to repair the most serious concern, the flue pipe. In about 1 1/4 hours had flue concern rectified when at about 12:15 roughly, brother [redacted] appeared before me with a distraught [redacted] on the phone. She was asking about the air conditioning, I told her we were just getting ready to address that now, we had just completed her flue pipe. She was upset, saying she had no more money for service. I reminded her of the plan previously agreed on to hold her billing for Monday’s service until 6-29-13. She said no, no further service, she couldn’t afford it. I tried to make the point about the leaking schraeder valve and she could lose her expensive refrigerant added yesterday. She said no more service again. At that point I gave up reasoning with her and billed out, getting brother [redacted] mark in the invoice’s signature area on the invoice. She knowingly made her choice against my recommendation that service proceed. She caused her situation to develop into a shutdown, by stopping us from progressing. We will not be responsible for the results of foolish decisions made by others. If we had not entered into this service situation when we did, [redacted] could well have been found dead this winter from carbon monoxide poisoning.. And the B.B.B. and [redacted] have the nerve to suggest we reimburse her $270.00 for that Sunday’s service. This self-righteous attitude sickens me. How dare you to state I did no work, even though it was in veiy poor condition with obvious problems, [redacted] had working air conditioning when I left. That evening or perhaps late afternoon [redacted] called in and wanted service, said the air conditioner quit cooling. I told her she had told me no further service. And not to proceed with needed repairs.

She said she would not pay the charges for coming back out or parts. I stated for any further service she would need cash up front because of her bizarre demeanor and on again, off again tactics. She hung up on me. Later a man who identified himself as [redacted], her boyfriend, called and left a message, wanting a return call, I returned the call and left a message on his voice mail, never to hear from again. Our company was never paid for services rendered on 6-17-13. She either shut her credit card down or changed it’s number. [redacted] appears to be mentally- emotionally unstable and will get no reimbursement. We don’t work for free. She owes this company $247.00 for services Monday, 6-17-13. Before any further service is rendered, she must be paid up in full. Cranberry Heating & Cooling Company was victimized by this individual. Her account of the problem is a convoluted, false, twisted mix of the service rendered on those 2 days seen through eyes out of focus. She did not pay $300.00 for 6-16-13, but only $270.00. She never payed for service rendered 6-17-13. She owes Cranberry Heating & Cooling money amounting to $247.00. [redacted] is responsible for paying her own way in life, not us.

Desired settlement.

1. Customer to pay $247.00. She signed work order for and got but did not pay.

2. Also Revdex.com to review their own procedures for B.B.B. personnel’s maintaining a neutral position and proper work ethics and repercussions for same workers who submit incorrect, inflammatory, judgmental without cause, insulting verbal and typed statements to their members who are in good standing without even a phone call first to determine if an accusation that seems to be totally out of character by a company’s past public relations history has any merit at all. These are many times easy things to determine with little effort. A refund of the membership fees this company paid over the last year to the B.B.B. would be of benefit as no work was performed worthy of that same amount by the B.B.B. This might fix the issue.

Cranberry Heating & Cooling