Hello [redacted] Thank you allowing me the opportunity to respond the email verses replying to the complaint online. I will look into my log in issues a little further when I have the opportunity. With regards to **. [redacted], the complaint has indeed been resolved. Some of his main issues...
centered on pricing in relation to the technician’s time spent fixing his systems issue, he wanted us to honor a coupon and he wanted his invoice itemized. After an explanation to **. [redacted] with regards to the “coupon” and the breakdown, he understood. Coincidentally, he is in the service industry, specifically construction and realizes the cost of maintaining vehicles, paying employees and all the other costs associated with owning a business. There are NO existing coupons or offers online that **. [redacted] did not receive. Our company charges an 89.00 diagnostic fee. We have offered to waive the diagnostic fee with repair. This is stated in our website. This is explained to every customer upon scheduling a service call. Our technicians will inspect the system. Discuss the diagnosis with our customer. Explain the necessary repair and price, then upon the customer’s approval – move forward with the repair. If repairs are made, our customer will only pay for the repair, not an additional diagnostic fee. He was given the option to decline the repair. As requested we sent **. [redacted] an invoice several times. Each time, he would reply stating he didn’t receive a breakdown. He only received ONE repair. A capacitor replacement. Each time, the one repair of a capacitor replacement was documented on the invoice. Our prices are flat rate pricing. Prices are not broken down by parts and labor. Our repair pricing is formulated by our team of business accountants and management. The team has carefully analyzed the price for parts, labor, and business costs and has categorized each type of repair our company performs and put them into flat rate tier prices. The breakdown itself is proprietary information. That would be like asking a restaurant to itemize the food costs which would reveal your $16 plate only cost $5 in actual food. Same principle with our business. He didn't take into account our employee payroll (actual and taxes), vehicle operations (fuel, insurance and maintenance), marketing, cost of the actual part and cost of maintaining an office and staff. We have actually catalogued over 120 costs we have to run our business. The amount of time a technician spends diagnosing a systems malfunction is mostly depended upon the technicians experience. An experienced technician like the technician dispatched to **. [redacted]’s home can and will spot an issue within minutes! Bottom line concerning **. [redacted]’s complaint is that is resolved and he was given prompt service and effective service at a more than fair price. We sent an experienced technician out to fix the issue. He quickly diagnosed the issue, repaired it and allowed **. [redacted] to resume his day. I'm sure he and any other customer would appreciate a quick diagnosis and repair. Sending a less experienced technician could have further delayed the fix and impacted his personal time. Being in business for over 25 years we are very well versed in pricing our repairs competitively. We wouldn't have completed over 8500 installations and 100,000 service calls if we weren't fair. [redacted], please reply or call me if you have any questions or need any additional information! [redacted] Dayton A/C & Heating [redacted] [redacted] Direct [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The claims within this complaint are inconsistent with our records and the air conditioning failures are directly related to lack of maintenance. The evaporator coil was frozen due to a filter that was so dirty that it caved inandsucked up into the return air box. We have photos (attached) of that...
as well as the frozen coil, refrigerant pressures, and unknown microbial growth in the plenum due to excessive moisture caused by low airflow and dirty filters.Our representatives do not “sell” equipment. We give options and professional recommendations. We are not loyal to any particular air conditioning manufacturer. We recommend what we perceive as being the best overall value at the time. Value does not mean the cheapest or best price. Value consists of quality, reliability, warranty, parts availability, functionality, and price combined. The customers were not in any way misled. They were in fact given 6 options for equipment replacement, three of which were Trane units.This particular coil is not a coil that Amana manufactured (or Goodman to be correct), it was a third party Aspen coil that all of the manufacturers use in order to get an extra ½ point to 1 point on the EER rating. The third party coil gets the extra on a curve because it is a third party manufacturer (makes no since to me either because the seer and EER ratings are based on a mathematical equation and that number should be the rating). The AHRI rating agency controls this rating for all of the manufacturers. Dayton Air Conditioning and Heating has nothing to do with this. When we order and pick up a 16 seer/13 EER system, that’s what we get if you want those ratings, however they decide to package it. During this time manufacturers were all in a race to get the highest efficiency and they had to use these third party manufactured coils for that extra advantage. The rebates went to the homeowners……not the air conditioning dealers.We are currently working with this customer for a prompt resolution in the response to their complain and service request. [redacted]Dayton A/C & Heating
Hello [redacted] Thank you allowing me the opportunity to respond the email verses replying to the complaint online. I will look into my log in issues a little further when I have the opportunity. With regards to **. [redacted], the complaint has indeed been resolved. Some of his main issues...
centered on pricing in relation to the technician’s time spent fixing his systems issue, he wanted us to honor a coupon and he wanted his invoice itemized. After an explanation to **. [redacted] with regards to the “coupon” and the breakdown, he understood. Coincidentally, he is in the service industry, specifically construction and realizes the cost of maintaining vehicles, paying employees and all the other costs associated with owning a business. There are NO existing coupons or offers online that **. [redacted] did not receive. Our company charges an 89.00 diagnostic fee. We have offered to waive the diagnostic fee with repair. This is stated in our website. This is explained to every customer upon scheduling a service call. Our technicians will inspect the system. Discuss the diagnosis with our customer. Explain the necessary repair and price, then upon the customer’s approval – move forward with the repair. If repairs are made, our customer will only pay for the repair, not an additional diagnostic fee. He was given the option to decline the repair. As requested we sent **. [redacted] an invoice several times. Each time, he would reply stating he didn’t receive a breakdown. He only received ONE repair. A capacitor replacement. Each time, the one repair of a capacitor replacement was documented on the invoice. Our prices are flat rate pricing. Prices are not broken down by parts and labor. Our repair pricing is formulated by our team of business accountants and management. The team has carefully analyzed the price for parts, labor, and business costs and has categorized each type of repair our company performs and put them into flat rate tier prices. The breakdown itself is proprietary information. That would be like asking a restaurant to itemize the food costs which would reveal your $16 plate only cost $5 in actual food. Same principle with our business. He didn't take into account our employee payroll (actual and taxes), vehicle operations (fuel, insurance and maintenance), marketing, cost of the actual part and cost of maintaining an office and staff. We have actually catalogued over 120 costs we have to run our business. The amount of time a technician spends diagnosing a systems malfunction is mostly depended upon the technicians experience. An experienced technician like the technician dispatched to **. [redacted]’s home can and will spot an issue within minutes! Bottom line concerning **. [redacted]’s complaint is that is resolved and he was given prompt service and effective service at a more than fair price. We sent an experienced technician out to fix the issue. He quickly diagnosed the issue, repaired it and allowed **. [redacted] to resume his day. I'm sure he and any other customer would appreciate a quick diagnosis and repair. Sending a less experienced technician could have further delayed the fix and impacted his personal time. Being in business for over 25 years we are very well versed in pricing our repairs competitively. We wouldn't have completed over 8500 installations and 100,000 service calls if we weren't fair. [redacted], please reply or call me if you have any questions or need any additional information! [redacted] Dayton A/C & Heating [redacted] [redacted] Direct [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
The claims within this complaint are inconsistent with our records and the air conditioning failures are directly related to lack of maintenance. The evaporator coil was frozen due to a filter that was so dirty that it caved inandsucked up into the return air box. We have photos (attached) of that...
as well as the frozen coil, refrigerant pressures, and unknown microbial growth in the plenum due to excessive moisture caused by low airflow and dirty filters.Our representatives do not “sell” equipment. We give options and professional recommendations. We are not loyal to any particular air conditioning manufacturer. We recommend what we perceive as being the best overall value at the time. Value does not mean the cheapest or best price. Value consists of quality, reliability, warranty, parts availability, functionality, and price combined. The customers were not in any way misled. They were in fact given 6 options for equipment replacement, three of which were Trane units.This particular coil is not a coil that Amana manufactured (or Goodman to be correct), it was a third party Aspen coil that all of the manufacturers use in order to get an extra ½ point to 1 point on the EER rating. The third party coil gets the extra on a curve because it is a third party manufacturer (makes no since to me either because the seer and EER ratings are based on a mathematical equation and that number should be the rating). The AHRI rating agency controls this rating for all of the manufacturers. Dayton Air Conditioning and Heating has nothing to do with this. When we order and pick up a 16 seer/13 EER system, that’s what we get if you want those ratings, however they decide to package it. During this time manufacturers were all in a race to get the highest efficiency and they had to use these third party manufactured coils for that extra advantage. The rebates went to the homeowners……not the air conditioning dealers.We are currently working with this customer for a prompt resolution in the response to their complain and service request. [redacted]Dayton A/C & Heating