Davis Air Conditioning and Heating, Inc

As mentioned by the customer, our service manager, [redacted] has been involved in this repair process.  He was scheduled to go to this home Monday, September 8 but the customer canceled the appointment.  He went to the home to make repairs yesterday, September 9, 2014 and plans to return to...

follow up. 
As for the previous technicians, I assure you they are all highly trained and experienced technicians.  However, whenever we have a situation such as this one, which has multiple technicians on the job without a resolution, we always mandate further training to prevent future issues. 
We stand by our Fixed Right- Guarantee and will ensure this customer's issues are fully resolved in a timely manner.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me once they complete the work.  
  I am in agreement to close this complaint once the coil is installed but not until then.  They have not scheduled a date yet for the work to be completed.  I will be happy to close this once they complete the work.

Ms. [redacted] Our Service Manager has coordinated with [redacted] to have your coil replaced.  They are additionally having the coil coated and are covering a portion of the labor.  Davis will be covering the remaining portion of the labor.   At this time, the coil has been shipped off...

for coating.  As soon as we receive it back in our office, we will schedule your change out.  I hope this will resolve your complaint.

One of our senior technicians performed an air balance at this house today.  He indicates that the complaints have been resolved.  Please feel free to contact us if you have any other issues at [redacted]

Revdex.com:
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.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
  I am fully aware that Davis AC must cover some overhead costs. However, I do believe that the company purchases these products wholesale. If not, it is logistically a poorly run business. There is no product that I am aware of that a company gets to enjoy an 1850% profit margin. Also, I am sure that I was lied to regarding the fact that the capacitor needed to be replaced. It was working properly. I had OEM capacitors on hand but the technician stated that I would be better served with a capacitor that Davis AC could provide. The most pressing issue that I have is that Mr. [redacted] chose to dodge my calls knowing that I had issue with my invoice. He could have possibly explained himself but instead I was stonewalled. This has made me aware that it is normal business practice to avoid a customer when caught price gouging. Please reference the documentation that I have provided.

[A default letter is provided here which indicates your conditional...

acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]6, and find that this resolution would be conditionally satisfactory to me.  I would like to reserve the right to reopen the case as it may take a few days for us to evaluate the comfort of the room in question. The tech did an excellent job and airflow to the room has been greatly improved. There has been an increase in the noise from the supply register we will see if over the next few days we find the sound objectionable. It is a shame that it took a complaint to the Revdex.com to have a tech come out and address the issue. It should have been more than enough for me to send numerous emails and leave over 6 voice mails and messages. Thank you.
 
[redacted]

Mr. [redacted], First things first- we’re sorry.  We dropped the ball by not returning your calls in a timely manner and that is unacceptable.  As for your pricing issue, we have reviewed the charges on your account and found that all charges were calculated correctly.  We are not an...

online parts wholesaler, so our part cost will be higher than what you may find online.  Additionally, the vast majority of our quoted part replacement pricing is for the included labor- not just to install the part- but also to confirm the system is operating properly after the part has been replaced. We continuously study market conditions and other factors to make certain that out “Fixed Right-Guaranteed®” HVAC Services are competitive in pricing and premier in regards to results. And our repairs also include a 1-year limited parts and labor warranty that become 2-years limited when a customer includes a maintenance plan in the services. As anyone who runs a first class service operation will tell you, a service department has the highest cost of doing business of all business departments. The income that our technicians bring in must pay for his labor, the truck, the cost of the Service Manager, the Dispatchers, and a proportional portion of general overhead expenses such as offices and warehouses, the phone system and operations software, and benefits. We subscribe to nationally published data to derive our service pricing. We have also researched and found that our repair rates are comparable to other reputable HVAC businesses with similarly qualified technicians and overhead costs in the Greater Houston area. Our service manager, Faron [redacted], did attempt to contact you over the weekend to discuss any questions you may have.  If you’d like to set up a time to speak with him, please let us know.