[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: [redacted] I am rejecting this response because: The service provider has been repeatedly untruthful about what conversations did happen, what services were performed and the mistakes they made all along Agreed that in the initial review with [redacted] regarding this issue, I had mentioned about refrigerant leak as a possible cause but I am not an expertThe core of the complaint was always that the system was not coolingThe service provider goes on to claim that the system was not working prior to them performing the service which is totally incorrect and made upAs mentioned in their service ticket, the technician wanted to sell me additional refrigerant that I did not want to buy and we left it at thatThe fact that the service provider has been avoiding is that I already added 1lb to whatever the existing refrigerant was and that should not have reduced the cooling from what it was before I had been in contact with [redacted] complaint resolution department, and all I had asked for is for the service provider to fix the issueAs evident from attached communication, the service provider did not make an attempt to contact me after the conversation on June 9thThey continued to claim that they had recommended that I add refrigerant and since I denied they are not liable for any other issues that they causedWhen I hired another reputed company to look at the issue, they were able to tell me in mins that it was not an issue with Refrigerant but the wire on another capacitor on the outside unit was left loose that eventually caused it to burn outWhen I asked them about refrigerant, they said the system could take more but I was in green area and did not need moreAgain as evident from the ticket, additional refrigerant was not added and the system is functioning fineThe service provider’s claim of not being liable for blowing up the capacitor because I denied the purchase of refrigerant is totally outrageousAs a part of service, the technician did take out the capacitor and was supposed to secure the wires and put it back which he obviously failed toThe service provider already agrees that the technician had been careless and left the wires loose on inner unit and had to come back and fix it same dayI was immediately able to realize this because the unit would not startUnfortunately for this problem to surface and for me to realize it took me few days, but I did report it as soon as I realized it All in all, the service provider introduced the problem while performing the service and I had given them fair chance to fix the issue both by calling them directly and through [redacted] complain resolution before I went ahead and hired another company to diagnose and fix the problemThey are simply trying to blame the customer for their mistakes which is unacceptable.Regards, [redacted]
[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: [redacted] I am rejecting this response because: The service provider has been repeatedly untruthful about what conversations did happen, what services were performed and the mistakes they made all along Agreed that in the initial review with [redacted] regarding this issue, I had mentioned about refrigerant leak as a possible cause but I am not an expertThe core of the complaint was always that the system was not coolingThe service provider goes on to claim that the system was not working prior to them performing the service which is totally incorrect and made upAs mentioned in their service ticket, the technician wanted to sell me additional refrigerant that I did not want to buy and we left it at thatThe fact that the service provider has been avoiding is that I already added 1lb to whatever the existing refrigerant was and that should not have reduced the cooling from what it was before I had been in contact with [redacted] complaint resolution department, and all I had asked for is for the service provider to fix the issueAs evident from attached communication, the service provider did not make an attempt to contact me after the conversation on June 9thThey continued to claim that they had recommended that I add refrigerant and since I denied they are not liable for any other issues that they causedWhen I hired another reputed company to look at the issue, they were able to tell me in mins that it was not an issue with Refrigerant but the wire on another capacitor on the outside unit was left loose that eventually caused it to burn outWhen I asked them about refrigerant, they said the system could take more but I was in green area and did not need moreAgain as evident from the ticket, additional refrigerant was not added and the system is functioning fineThe service provider’s claim of not being liable for blowing up the capacitor because I denied the purchase of refrigerant is totally outrageousAs a part of service, the technician did take out the capacitor and was supposed to secure the wires and put it back which he obviously failed toThe service provider already agrees that the technician had been careless and left the wires loose on inner unit and had to come back and fix it same dayI was immediately able to realize this because the unit would not startUnfortunately for this problem to surface and for me to realize it took me few days, but I did report it as soon as I realized it All in all, the service provider introduced the problem while performing the service and I had given them fair chance to fix the issue both by calling them directly and through [redacted] complain resolution before I went ahead and hired another company to diagnose and fix the problemThey are simply trying to blame the customer for their mistakes which is unacceptable.Regards, [redacted]