Dave's Heating and Air Conditioning Inc.

On November 20th at about 1;20 pm [redacted] called our office to inquire about a "heating check-up" and the cost, which was quoted to him at $189.00. He then said that he was experiencing a problem in that the indoor fan would not shut off and asked what a...

regular service call would cost. He was told the cost would be $129.00 for a complete diagnostic of the system. He booked the diagnostic call for November 24th and informed us that he was just the tenant of the rental property and that we would have to talk to a [redacted] who was the owner, for authorization and payment. We called the number given and left a voicemail message for [redacted] who called back the same day around 2;00 pm and said he needed to personally authorize any repairs and would try to meet our tech at the home, with a check. [redacted] did in fact meet our man at the home. 
Our tech started the evaluation, discovered the indoor unit had a bad relay that was stuck closed and completed the entire system evaluation which also disclosed that the heat pump system was low on refrigerant as evidenced by both lower than normal pressures and premature freezing on the capillary tubes. He also checked the rest of the systems operating temperatures, motor amperes, airflow, evaporator and condenser coils, wiring, thermostat, superheat and subcool temperatures and delta.
He reported his findings to [redacted] and quoted $193.00 to add refrigerant to the system til the pressures were corrected (recharging) and $193.00 to obtain the 22 year old relay and return to install it. He also advised [redacted] to NOT spend for any major repairs due to the age of the system. [redacted] then AUTHORIZED BOTH REPAIRS and the recharging was completed, the pressures and all temperatures rechecked. The total time on this call was 1 hour 55 minutes, and [redacted] paid $322.00 by check, for the $129.00 diagnostic and $193.00 for the recharge.
On December 4th, with the new relay in hand, our tech met [redacted] at the home and replaced the relay but forgot to disconnect one wire that was now unnecessary with this one. He also rechecked the refrigerant pressures, compressor amps and megohm reading and the readings of both fan motors, indoor and outdoor, as a precaution.  It was on this call that we learned that "[redacted]" is actually [redacted]. The total time on this call was 1 hour 15 minutes. [redacted] paid the previously quoted $193.00  amount by check.  At no time was [redacted] involved in any discussions or decisions about any of this transaction with us, it was ALL [redacted]. She was "out of the country" according to her. 
Sometime after Dec. 4th, [redacted] noticed constant fan again and contacted [redacted] who called us on Dec. 14th around 8 am.  immediately she started in about the "exorbitant charges and it still isn't right".  I assured her that we would go out to recheck it at no charge to her. She stated that it had to be AFTER 4 pm so she wouldn't miss work. I told her that was fine, we would be there.  After our tech arrived, he quickly found the wire that had not been disconnected, which restored the system to normal operation.  She then proceeded to call me immediately and claim that was the whole problem all along and wants her money back. She also stated to me that when our tech changed the relay, HE  burned it out. Then she claimed that we charged her twice for the relay. Then she demanded $193.00 back because we charge too much. Then she stated that if we didn't give her $200.00 back, she would go on line and trash our reputation and that she knows everyone in the industry and could do us great harm. I told her to go ahead, WE have done nothing wrong. We checked and rechecked, kept [redacted] informed and quoted him pricing we honored, and responded with a no charge "warranty" call the same day.  All this means nothing to a woman who WAS NOT EVEN THERE when this all took place and now DEMANDING ALL $515.00 back!  She kept telling me that this wasn't fair she should have to pay!  I did point out to her that it is HER rental property and HER heat pump system, and fair or not it is their responsibility, not ours.  She obviously doesn't understand real life. She also told me that other companies would do all this cheaper. I asked her who but she couldn't name them. None the less, you should do your price shopping BEFORE you have the work done, NOT AFTER!  I have no doubt that she could find somebody out there who would be cheaper, but I doubt they would be as good or conscientious as we have been for over 40 years.  She can stuff it.  By the way, we have all the paperwork and documentation to back up what I have just related to you. If this crackpot persists with this garbage we WILL sue for defamation, and win!  One final observation, is that perhaps she and [redacted]  should communicate better!