I appreciate that you have brought this issue to my attention. As the owner, I take pride in the work that my people do and they take pride in the work and services they perform. I can say that my fellow co-workers have throughout their tenure, always performed in a professional vs orkmanlike manner...
at all times! That is why this complaint is troubling to me. As such, the following is my narrative. The initial call for service made was made by Mr. [redacted] on 6/6/17, asking us to look at his air-conditioner because it wasn't working. In response, we dispatched a technician to find out what the p[redacted]lem may be. Our technician, [redacted], responded and subsequently made a diagnosis and suggested that Mr. [redacted] make certain repairs. Mr. [redacted] via our technician approved the recommended repairs. Once the repair recommendation was approved, our technician then proceeded with the repairs. Once the repairs were completed, Mr. [redacted] paid for the work via credit card. About a week later, on 6/14/17, Mr. [redacted] called stating that his air-conditioner was not working again. We dispatched the same technician so as to maintain continuity to respond to the call. Once that technician performed additional troubleshooting, that technician called me to tell me what he discovered. The technician told me that he saw a spot on the copper line where part of the TXV (thermostatic expansion valve) was rubbing against the copper refrigeration line and vibration of the unit has caused a refrigeration leak. This is something that he did not see on the first service call because it may not have manifested itself when he was there the first time. When the system was put under full pressure, vibration exasperated the wear on the copper piping causing a leak of the refrigerant and that caused the unit to shut down. It was on the second visit that the technician told me that he told the customer that he was sorry that he did not catch that the first time but offered (without my authorization) to replace the refrigerant at a reduced cost but, that the additional work was/is needed. The technician in collaboration with the dispatcher formulated a quote for the additional repairs and transmitted that information to Mr. [redacted]. Mr. [redacted] declined the additional work and costs associated with it. It was then that I got a call in the office from Mr. [redacted]. I took the call and then interviewed the technician to get his perspective. I was told essentially what I have reported here. During my de-briefing of the technician, Mr. [redacted] called the office again to say that he was not going to pay any more for any additional repairs to his equipment. It was at that time that I called my technician to leave the site and inform the customer of that fact. Subsequently, Mr. [redacted] called again. He spoke with me and I re-iterated what the technician told me. "The repairs are needed, they are additional work items". "There is also additional refrigerant required". In an effort to accommodate the customer, we agreed to adjust the price for the refrigerant used on the first service call against what is needed for the second call. Mr. [redacted] declined to accept responsibility to pay for any additional work. With that, I had my technician withdraw from performing any further work for Mr. [redacted]. On all of our service and replacement parts work, Delta Tec provides a limited 30-day warranty that covers those parts that we actually furnish and install against defects in material and workmanship. The manufacturer's limited warranty shall apply to all equipment, parts and components that become defective in accordance with their conditions. We pass on the manufacturer's limited warranty to the customer upon installation. It is my assertion that the air-conditioning equipment that Mr. [redacted] owns, failed (8-days later) for reasons other than a "covered" material or workmanship defect. Furthermore, it is my conclusion based on these facts that r quest from Mr. [redacted] is a chargeable service!The following is a narrative from the Operations Manager regarding her interaction with Mr. [redacted]: 616/17 - [redacted] was dispatched to I fanh's home for the initial call. [redacted] found a capacitor leaking oil, so he replaced it and recharged unit with 4.51bs of 410A. Mr. [redacted] called me after [redacted] had left his house and asked why he was being charged for 3 hours labor, when [redacted] was there only 2 hours. I told him that the time includes travel time too, but I will take off 30 minutes and he agreed to that adjustment. Then Mr. [redacted] called back and asked why the refrigerant was $45.00 per lb, and he said he could get it off the Internet for $10.00 per lb. I called Mr. [redacted], the owner and he told me to discount the amount and charge him $25.00 per lb. I then called Mr. [redacted] Back and told him. Mr. [redacted] then contacted me and approved via phone conversation, the charges of $397.50 to be billed to his credit card. 6/14/17 - [redacted] was dispatched to [redacted]'s home due to his AJC not working again. 1 got a call from Mr. [redacted], and he said that [redacted] "mis-diagnosed" the p[redacted]lem. He told me that [redacted] found a hole in the copper pipe, and that refrigerant is leaking out from there. Mr. [redacted] said he will not pay for this call. I told Mr. [redacted], that I need to talk to the tech, and get back to him. I called [redacted], and he told me that he wasn't going to charge the customer for the additional Freon that he has to put back in. I told David that Mr. [redacted] said he wasn't going to pay anything for the 2nd call, and then it's my understanding that is when David called [redacted] right back and pulled him off the job.
I appreciate that you have brought this issue to my attention. As the owner, I take pride in the work that my people do and they take pride in the work and services they perform. I can say that my fellow co-workers have throughout their tenure, always performed in a professional vs orkmanlike manner...
at all times! That is why this complaint is troubling to me. As such, the following is my narrative. The initial call for service made was made by Mr. [redacted] on 6/6/17, asking us to look at his air-conditioner because it wasn't working. In response, we dispatched a technician to find out what the p[redacted]lem may be. Our technician, [redacted], responded and subsequently made a diagnosis and suggested that Mr. [redacted] make certain repairs. Mr. [redacted] via our technician approved the recommended repairs. Once the repair recommendation was approved, our technician then proceeded with the repairs. Once the repairs were completed, Mr. [redacted] paid for the work via credit card. About a week later, on 6/14/17, Mr. [redacted] called stating that his air-conditioner was not working again. We dispatched the same technician so as to maintain continuity to respond to the call. Once that technician performed additional troubleshooting, that technician called me to tell me what he discovered. The technician told me that he saw a spot on the copper line where part of the TXV (thermostatic expansion valve) was rubbing against the copper refrigeration line and vibration of the unit has caused a refrigeration leak. This is something that he did not see on the first service call because it may not have manifested itself when he was there the first time. When the system was put under full pressure, vibration exasperated the wear on the copper piping causing a leak of the refrigerant and that caused the unit to shut down. It was on the second visit that the technician told me that he told the customer that he was sorry that he did not catch that the first time but offered (without my authorization) to replace the refrigerant at a reduced cost but, that the additional work was/is needed. The technician in collaboration with the dispatcher formulated a quote for the additional repairs and transmitted that information to Mr. [redacted]. Mr. [redacted] declined the additional work and costs associated with it. It was then that I got a call in the office from Mr. [redacted]. I took the call and then interviewed the technician to get his perspective. I was told essentially what I have reported here. During my de-briefing of the technician, Mr. [redacted] called the office again to say that he was not going to pay any more for any additional repairs to his equipment. It was at that time that I called my technician to leave the site and inform the customer of that fact. Subsequently, Mr. [redacted] called again. He spoke with me and I re-iterated what the technician told me. "The repairs are needed, they are additional work items". "There is also additional refrigerant required". In an effort to accommodate the customer, we agreed to adjust the price for the refrigerant used on the first service call against what is needed for the second call. Mr. [redacted] declined to accept responsibility to pay for any additional work. With that, I had my technician withdraw from performing any further work for Mr. [redacted]. On all of our service and replacement parts work, Delta Tec provides a limited 30-day warranty that covers those parts that we actually furnish and install against defects in material and workmanship. The manufacturer's limited warranty shall apply to all equipment, parts and components that become defective in accordance with their conditions. We pass on the manufacturer's limited warranty to the customer upon installation. It is my assertion that the air-conditioning equipment that Mr. [redacted] owns, failed (8-days later) for reasons other than a "covered" material or workmanship defect. Furthermore, it is my conclusion based on these facts that r quest from Mr. [redacted] is a chargeable service!The following is a narrative from the Operations Manager regarding her interaction with Mr. [redacted]: 616/17 - [redacted] was dispatched to I fanh's home for the initial call. [redacted] found a capacitor leaking oil, so he replaced it and recharged unit with 4.51bs of 410A. Mr. [redacted] called me after [redacted] had left his house and asked why he was being charged for 3 hours labor, when [redacted] was there only 2 hours. I told him that the time includes travel time too, but I will take off 30 minutes and he agreed to that adjustment. Then Mr. [redacted] called back and asked why the refrigerant was $45.00 per lb, and he said he could get it off the Internet for $10.00 per lb. I called Mr. [redacted], the owner and he told me to discount the amount and charge him $25.00 per lb. I then called Mr. [redacted] Back and told him. Mr. [redacted] then contacted me and approved via phone conversation, the charges of $397.50 to be billed to his credit card. 6/14/17 - [redacted] was dispatched to [redacted]'s home due to his AJC not working again. 1 got a call from Mr. [redacted], and he said that [redacted] "mis-diagnosed" the p[redacted]lem. He told me that [redacted] found a hole in the copper pipe, and that refrigerant is leaking out from there. Mr. [redacted] said he will not pay for this call. I told Mr. [redacted], that I need to talk to the tech, and get back to him. I called [redacted], and he told me that he wasn't going to charge the customer for the additional Freon that he has to put back in. I told David that Mr. [redacted] said he wasn't going to pay anything for the 2nd call, and then it's my understanding that is when David called [redacted] right back and pulled him off the job.