Desert Comfort Mechanical

Mrs [redacted] , I am so sorry that you were not satisfied with our serviceOur customers are really important to us Once again, you were only charged for one service callPlease review Invoice [redacted] and you will clearly see that you were not charged for the service call I read our initial response and can’t seem to find where we mentioned anyone by the name of [redacted] We do not have anyone by that name employed hereI mentioned that the technician was both [redacted] & [redacted] certified [redacted] stands for North American Technician Excellence Again, I am so sorry that we were not able to meet your expectationsI will honor your request to pay for the service provided by [redacted] in addition to our initial agreement of $and issue you a check in the amount of $with the condition that this will satisfy your complaint Please notify us of your acceptance and a check will be in the mail promptly We wish you the best Sincerely, [redacted] Desert Comfort Mechanical

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am not going to be going back and forward about the rudeness of the person I spoke on the phone and how he wanted to charge me a 3rd service charge on August 18th, all of that is irrelevantThe real issue here is that after visits I was still having issues with my ACOn 8/I had again to place a service call because the temperatures inside the house were going up to degrees and it felt muggyThis time I decided my best bet was to contact a different company, therefore please see attached I contacted *** *** ***, the tech from *** advised me that my AC was pounds short of freon and that was the cause of the AC not working properlyThe tech from *** added pounds of freon to my system and to this day I have not had an issue with the ACThe temperature stays as set degrees and it feels comfortable inside the houseNeedless to say there was no need for a new thermostat or any other parts to be replacedI asked the tech from *** to please check for any possible leaks since supposedly Desert Comfort had just added pounds of freon the prior month and he advised me that he used an electronic device and no leaks were detectedOn 8/18, I was not home to speak to the tech and my husband dealt with him because I was working once again the person that is irrelevantDesert Comfort mentions someone name *** coming to my house and I have attached a receipt from Desert Comfort on 8/showing that the same tech that had been here times prior, ** ***, is the one that came back to my house on the 18thConsidering that I have spent 2k in Desert Comfort, $200+ in hotel charges and $with *** *** *** $and offer for 20% for parts replacement does not sound fair especially because I do not need any parts replacedMy suggestion is that Desert Comfort will pay my the 20% discount they have offered and at least reimburse me for the service call to *** *** *** in the amount of $for a total of $Thank you,
Regards,
*** *** ***

Our technician arrived on July 25th and noticed that both your condenser and evaporator motors had overheated and that they were out on an internal protectionAfter the system had cooled, and diagnosing a bad dual run capacitor, with your authorization first, the technician replaced the dual
capacitor and started the system so that he could monitor its operation and ensure that there were no other problems with your systemThe technician monitors your system using visual inspections of components, testing with electrical meters and digital refrigerant gaugesWhile monitoring your system, he noticed that the coils were dirty, that your system was low on rrefrigerant due to a possible leak in your system and that both motors were still running at high ampsThe technician informed you that it could be due to the recent failure (overheated motors)Because it was not extremely high, he felt it would benefit you to give it a try before spending over $replacing both motorsHe informed you that the motors could still be bad and that if the system failed again, the motors would need to be replacedHe also mentioned that if that was the case, it may be a better investment for you to replace the system due to its age, condition and severity of the failures (low refrigerant charge due to a leak, poor maintenance, bad capacitors, and bad motors)He informed you that a new system would be slightly more expensive than what you would be spending on repairs, but will give you the peace of mind of trouble free operation, increased efficiency and a great warrantyYou declined the coil cleaning but authorized the addition of refrigerant for this timeHe also gave you a verbal estimate for replacing the motors as well as the system replacement
When your husband called the following morning, I reminded him over the phone that the technician had mentioned that the motors might fail and that he had given him the option to replace both motors or replace the whole systemI reminded him of the prices that he discussed with the technician the day prior and his decision was to replace the motorsMy technician arrived within an hour after you placed the callHe diagnosed the bad motors, as was discussed the previous day, and with your authorization, he proceeded with the replacement of each motorHe tested the system; the system was working fine, even though the coils still needed maintenanceYou once again declined that service, even though the technician explained the importance of clean coils for proper system operations and explained the dangers of freezing up and flooding the compressor resulting in more damage/failures
On July 30th, you claim that the technician told you the system was going in defrost and that it was normalAfter talking with my technician, he claims he never told you that the system was going in defrost since that only happens in the heating modeHe told you that it was a possibility that the system was icing up due to the dirty evaporator coil or that the compressor was out on internal protectionHe told you to shut the system off to thaw out the ice on the coil (maybe this is the confusion with defrost) and to call him back if the problem wasn’t fixed after you turned the system back onYou didn’t call him or the office back so we assumed the problem was fixed and that your system had iced up
Your description of what happened on August 18th is inaccurateWhen we talked on the phone, you were clearly upset with your system not operating and at having to spend the previous night in a hotel and claimed that your system had not worked right since we fixed it the first timeYou demanded that we fixed your system for free or you would call another companyI was never rude to you as it is not how we operateI even apologized for the troubles you were having and said I could understand your frustration having to stay in a hotel againI only asked that if the system had not been operating properly since we first fixed it, why you waited days to notify us of a problemThen it was brought to your attention that the technician had recommended some maintenance to the system or the replacement of the system and that you had declined bothAnd at no point in our conversation did I ever refuse sending out a technician based on the fact you “declined buying a new unit” as you mention in your complaintI then explained that being a mechanical system that was not properly maintained; you could not hold us responsible for all failures that you experience with this system so fixing the system for free before even knowing what was wrong with it was out of the questionI informed you that we have a great warranty policy (year parts and labor on anything that we fix versus a day parts only warranty for many of our competitors) and that we stand behind our work 100%I offered to send a technician right away at no charge, regardless of what the problem was and that if the problem was with a part we installed, we would cover it all under warranty at no charge to you but, if your system had experienced a different failure, we would not fix it for free, and that you would be responsible for the cost of fixing itYou agreed, and a technician was sent back within hours
You did not meet us on the propertyWe dealt with your husbandWe diagnosed the system and found out that one of the capacitor we had previously installed was defectiveKeep in mind that we do not manufacture the parts so we have very little control over themThat is why we offer a year parts and labor warrantyWe replaced the capacitor under warranty at no cost to youYour husband told the technician that the system did act up at times and sometimes the house would go up to degreesThe technician went through the rest of the system thoroughly and couldn’t find anything else wrong with the actual ac unit other than the dirty coilsHe moved his attention to the thermostat and noticed that the thermostat was following a program that brought the temperature up to degrees at a certain time of the dayYour husband said that he was not aware of that function and when asked for the thermostat manual, he said he did not have the manualThe technician told him that the operation of that thermostat was very questionable (program not set properly and activating recovery mode on its own) and that he would not be able to look at this in more details without the manualWe recommended the replacement of the thermostat and quoted him around $plus taxWe also gave your husband the option to purchase and install his own from a hardware store if he preferredYour husband again declined the recommended cleaning and the replacement of the thermostatSo that you wouldn’t experience any more trouble with the temperature rising to the 80’s, my technician left the thermostat in HOLD mode to bypass any program and only cool to the Hold temperature selectedIf you or your husband changed any thermostat settings afterward, chances are Hold has been canceled and the system is back into the program mode and raises the temperature to the 80’s at a certain time again
days later, you file a complaint with the Revdex.com, even though you had declined our multiple recommendations to clean the system and the recommendation to replace your thermostatYou filed the complaint without even notifying us that you were still experiencing problems with your AC system
Have you replaced the intermittently failing thermostat? Have you cleaned the coils like we recommended multiple times? If you haven’t and you are filing a complaint, your complaint is not justifiedWe told you what needed to be done and you continually decline the recommended repair and maintenance and complain that the system is not fixed properly
As for your breakdown of what you agree to pay, please understand that you did not just purchase parts from us, nor were you charged a service call on 7/Looking for the cost of random parts online (no actual part numbers were provided on your receipt, just the type of part and their electrical ratings) does not justify what you “agree” to payKeep in mind that parts you purchase online are not readily available, you have to pay shipping and handling in addition and you would need to be knowledgeable enough to install them yourselfOn top of that, they carry absolutely no warranty
We provided a service; a knowledgeable, *** and *** *** *** certified technician came out in a timely manner, diagnosed your system accurately, and made some recommendations on what was needed to keep your system operating at peak performance and efficiency during these hot summer months
It took time to fix your system and a warranty comes with all of our workOur flat rate pricing is based on a formula that covers our overhead and field service costs; plus allows for a modest profit ....you got what you paid for...GREAT SERVICE from a company that will be around to stand behind it's work, and unlike so many others that cut corners on their service, or, that aren't around when you need them because a part failed, or, their undertrained technician misdiagnosed the problem, or, they couldn't keep their doors open because they were not earning enough profit
I would be happy to send out a technician to once again thoroughly inspect your systemBut if the coils are not cleaned and the thermostat not replaced, there is very little we can doAs I explained to you before, we are not in the business of just throwing parts at your system and hoping it fixes it while charging you for itWe want to properly diagnose your system and replace the parts that are confirmed to be defectiveIn your case the coils are dirty and the thermostat is displaying intermittent issues
I do not agree with your desired settlement as you did not just purchase the part from us and you keep declining recommended work
I can offer you a check totaling a 20% discount on your total amount spent to dateThat check can be mailed out right away in the amount of $380.58; I can also extend this 20% discount to the coil cleanings and the thermostat replacement that you declined
Sincerely,
*** ***
Desert Comfort Mechanical

Mrs. [redacted],
I am so sorry that you were not satisfied with our service. Our customers are really important to us.
Once again, you were only charged for one service call. Please review Invoice [redacted] and you will clearly see that you were not charged for the service call.
I read our initial response and can’t seem to find where we mentioned anyone by the name of [redacted]. We do not have anyone by that name employed here. I mentioned that the technician was both [redacted] & [redacted] certified. [redacted] stands for North American Technician Excellence.
Again, I am so sorry that we were not able to meet your expectations. I will honor your request to pay for the service provided by [redacted] in addition to our initial agreement of $380.58 and issue you a check in the amount of $545.58 with the condition that this will satisfy your complaint.
Please notify us of your acceptance and a check will be in the mail promptly.
We wish you the best.
Sincerely,
[redacted]
Desert Comfort Mechanical

Our technician arrived on July 25th and noticed that both your condenser and evaporator motors had overheated and that they were out on an internal protection. After the system had cooled, and diagnosing a bad dual run capacitor, with your authorization first, the technician replaced the dual...

capacitor and started the system so that he could monitor its operation and ensure that there were no other problems with your system. The technician monitors your system using visual inspections of components, testing with electrical meters and digital refrigerant gauges. While monitoring your system, he noticed that the coils were dirty, that your system was low on r22 refrigerant due to a possible leak in your system and that both motors were still running at high amps. The technician informed you that it could be due to the recent failure (overheated motors). Because it was not extremely high, he felt it would benefit you to give it a try before spending over $1000 replacing both motors. He informed you that the motors could still be bad and that if the system failed again, the motors would need to be replaced. He also mentioned that if that was the case, it may be a better investment for you to replace the system due to its age, condition and severity of the failures (low refrigerant charge due to a leak, poor maintenance, bad capacitors, and 2 bad motors). He informed you that a new system would be slightly more expensive than what you would be spending on repairs, but will give you the peace of mind of trouble free operation, increased efficiency and a great warranty. You declined the coil cleaning but authorized the addition of refrigerant for this time. He also gave you a verbal estimate for replacing the motors as well as the system replacement.

When your husband called the following morning, I reminded him over the phone that the technician had mentioned that the motors might fail and that he had given him the option to replace both motors or replace the whole system. I reminded him of the prices that he discussed with the technician the day prior and his decision was to replace the motors. My technician arrived within an hour after you placed the call. He diagnosed the bad motors, as was discussed the previous day, and with your authorization, he proceeded with the replacement of each motor. He tested the system; the system was working fine, even though the coils still needed maintenance. You once again declined that service, even though the technician explained the importance of clean coils for proper system operations and explained the dangers of freezing up and flooding the compressor resulting in more damage/failures.

On July 30th, you claim that the technician told you the system was going in defrost and that it was normal. After talking with my technician, he claims he never told you that the system was going in defrost since that only happens in the heating mode. He told you that it was a possibility that the system was icing up due to the dirty evaporator coil or that the compressor was out on internal protection. He told you to shut the system off to thaw out the ice on the coil (maybe this is the confusion with defrost) and to call him back if the problem wasn’t fixed after you turned the system back on. You didn’t call him or the office back so we assumed the problem was fixed and that your system had iced up.

Your description of what happened on August 18th is inaccurate. When we talked on the phone, you were clearly upset with your system not operating and at having to spend the previous night in a hotel and claimed that your system had not worked right since we fixed it the first time. You demanded that we fixed your system for free or you would call another company. I was never rude to you as it is not how we operate. I even apologized for the troubles you were having and said I could understand your frustration having to stay in a hotel again. I only asked that if the system had not been operating properly since we first fixed it, why you waited 25 days to notify us of a problem. Then it was brought to your attention that the technician had recommended some maintenance to the system or the replacement of the system and that you had declined both. And at no point in our conversation did I ever refuse sending out a technician based on the fact you “declined buying a new unit” as you mention in your complaint. I then explained that being a mechanical system that was not properly maintained; you could not hold us responsible for all failures that you experience with this system so fixing the system for free before even knowing what was wrong with it was out of the question. I informed you that we have a great warranty policy (1 year parts and labor on anything that we fix versus a 30 day parts only warranty for many of our competitors) and that we stand behind our work 100%. I offered to send a technician right away at no charge, regardless of what the problem was and that if the problem was with a part we installed, we would cover it all under warranty at no charge to you but, if your system had experienced a different failure, we would not fix it for free, and that you would be responsible for the cost of fixing it. You agreed, and a technician was sent back within hours.

You did not meet us on the property. We dealt with your husband. We diagnosed the system and found out that one of the capacitor we had previously installed was defective. Keep in mind that we do not manufacture the parts so we have very little control over them. That is why we offer a 1 year parts and labor warranty. We replaced the capacitor under warranty at no cost to you. Your husband told the technician that the system did act up at times and sometimes the house would go up to 80 degrees. The technician went through the rest of the system thoroughly and couldn’t find anything else wrong with the actual ac unit other than the dirty coils. He moved his attention to the thermostat and noticed that the thermostat was following a program that brought the temperature up to 80 degrees at a certain time of the day. Your husband said that he was not aware of that function and when asked for the thermostat manual, he said he did not have the manual. The technician told him that the operation of that thermostat was very questionable (program not set properly and activating recovery mode on its own) and that he would not be able to look at this in more details without the manual. We recommended the replacement of the thermostat and quoted him around $240 plus tax. We also gave your husband the option to purchase and install his own from a hardware store if he preferred. Your husband again declined the recommended cleaning and the replacement of the thermostat. So that you wouldn’t experience any more trouble with the temperature rising to the 80’s, my technician left the thermostat in HOLD mode to bypass any program and only cool to the Hold temperature selected. If you or your husband changed any thermostat settings afterward, chances are Hold has been canceled and the system is back into the program mode and raises the temperature to the 80’s at a certain time again.

11 days later, you file a complaint with the Revdex.com, even though you had declined our multiple recommendations to clean the system and the recommendation to replace your thermostat. You filed the complaint without even notifying us that you were still experiencing problems with your AC system.

Have you replaced the intermittently failing thermostat? Have you cleaned the coils like we recommended multiple times? If you haven’t and you are filing a complaint, your complaint is not justified. We told you what needed to be done and you continually decline the recommended repair and maintenance and complain that the system is not fixed properly.

As for your breakdown of what you agree to pay, please understand that you did not just purchase parts from us, nor were you charged a service call on 7/26. Looking for the cost of random parts online (no actual part numbers were provided on your receipt, just the type of part and their electrical ratings) does not justify what you “agree” to pay. Keep in mind that parts you purchase online are not readily available, you have to pay shipping and handling in addition and you would need to be knowledgeable enough to install them yourself. On top of that, they carry absolutely no warranty.

We provided a service; a knowledgeable, [redacted] and [redacted] certified technician came out in a timely manner, diagnosed your system accurately, and made some recommendations on what was needed to keep your system operating at peak performance and efficiency during these hot summer months.

It took time to fix your system and a warranty comes with all of our work. Our flat rate pricing is based on a formula that covers our overhead and field service costs; plus allows for a modest profit ....you got what you paid for...GREAT SERVICE from a company that will be around to stand behind it's work, and unlike so many others that cut corners on their service, or, that aren't around when you need them because a part failed, or, their undertrained technician misdiagnosed the problem, or, they couldn't keep their doors open because they were not earning enough profit.

I would be happy to send out a technician to once again thoroughly inspect your system. But if the coils are not cleaned and the thermostat not replaced, there is very little we can do. As I explained to you before, we are not in the business of just throwing parts at your system and hoping it fixes it while charging you for it. We want to properly diagnose your system and replace the parts that are confirmed to be defective. In your case the coils are dirty and the thermostat is displaying intermittent issues.

I do not agree with your desired settlement as you did not just purchase the part from us and you keep declining recommended work.

I can offer you a check totaling a 20% discount on your total amount spent to date. That check can be mailed out right away in the amount of $380.58; I can also extend this 20% discount to the 2 coil cleanings and the thermostat replacement that you declined.

Sincerely,

Desert Comfort Mechanical

Mrs. [redacted],

I am so sorry that you were not satisfied with our service. Our customers are really important to us.

Once again, you were only charged for one service call. Please review Invoice [redacted] and you will clearly see that you were not charged for the service call.

I read our initial response and can’t seem to find where we mentioned anyone by the name of [redacted]. We do not have anyone by that name employed here. I mentioned that the technician was both [redacted] & [redacted] certified. [redacted] stands for North American Technician Excellence.

Again, I am so sorry that we were not able to meet your expectations. I will honor your request to pay for the service provided by [redacted] in addition to our initial agreement of $380.58 and issue you a check in the amount of $545.58 with the condition that this will satisfy your complaint.

Please notify us of your acceptance and a check will be in the mail promptly.

We wish you the best.

Sincerely,

Desert Comfort Mechanical

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.  For your reference, details of the offer I reviewed appear below.

I am not going to be going back and forward about the rudeness of the person I spoke on the phone and how he wanted to charge me a 3rd service charge on August 18th, all of that is irrelevant. The real issue here is that after 3 visits I was still having issues with my AC. On 8/29 I had again to place a service call because the temperatures inside the house were going up to 82 degrees and it felt muggy. This time I decided my best bet was to contact a different company, therefore please see attached I contacted [redacted], the tech from [redacted] advised me that my AC was 2 pounds short of freon and that was the cause of the AC not working properly. The tech from [redacted] added 2 pounds of freon to my system and to this day I have not had an issue with the AC. The temperature stays as set 77 degrees and it feels comfortable inside the house. Needless to say there was no need for a new thermostat or any other parts to be replaced. I asked the tech from [redacted] to please check for any possible leaks since supposedly Desert Comfort had just added 2 pounds of freon the prior month and he advised me that he used an electronic device and no leaks were detected. On 8/18, I was not home to speak to the tech and my husband dealt with him because I was working once again the person that  is irrelevant. Desert Comfort mentions someone name [redacted] coming to my house and I have attached a receipt from Desert Comfort on 8/18 showing that the same tech that had been here 2 times prior, [redacted], is the one that came back to my house on the 18th. Considering that I have spent 2k in Desert Comfort, $200+ in hotel charges and $165.00 with [redacted] $380.58 and offer for 20% for parts replacement does not sound fair especially because I do not need any parts replaced. My suggestion is that Desert Comfort will pay my the 20% discount they have offered and at least reimburse me for the service call to [redacted] in the amount of $165 for a total of $545.58. Thank you,

Regards,

Review: On July 25th my Ac stopped working we contacted desert comfort and they advise us that the capacitor was broken and they replaced it for a cost of $378.67. We were staying in a hotel and when we got back home on Saturday July 26th, it was 87 degrees inside the house. We called desert comfort that this time on their visit informed us that our 2 motors were broken and needed to be replaced, a total of $1524.35. On Wednesday July 30th once again the temperature got up to 80 degrees. I called the office and the tech that returned my call advise the the ac was in defrost mode and it should be fine. The ac never worked as well as before it broke and on August 17th the ac stopped working again. I called desert comfort and the person that called me back was extremely rude, kept saying my unit was 15 years old ( it's 7 years old) and that I decline buying a new unit and that they would not come out to check the parts they installed for free. After arguing with this person they came out and the capacitor they installed less than a month ago was broken. They replaced it for no cost however the ac is still not working properly, the temperature still goes up to 80 degrees several times during the day. This absolutely unacceptable. I spend 2k for to be hot and uncomfortable. It feels hot and muggy inside of this house as it never felt before. I have been leaving here for 7 years and it has never felt this hot.Desired Settlement: I will be glad to pay for the parts that supposedly were replaced, I have done a research using the part numbers on my receipt and the dual run capacitor 50/5 costs around $40. The 1/2 HP 1075 motor costs around $160 and the other motor notated on my receipt as 1/2 230v Blwk I cannot find anywhere. This is the breakdown of what I agree on paying:$ 158 (freon replaced on 7/25), $60 for the capacitor, $89 for one service call on 6/25 ( I should not have been charged a service call on 7/26), $160 for the HP 1075 and $250 for the 1/2 230 Blwk ( if they can proof that costs more than that I will be glad to pay the price). Total: $717 plus tax of $57.36 =$ 775. I want $1127.92 refunded on my [redacted] card. Thank you

Business

Response:

Our technician arrived on July 25th and noticed that both your condenser and evaporator motors had overheated and that they were out on an internal protection. After the system had cooled, and diagnosing a bad dual run capacitor, with your authorization first, the technician replaced the dual capacitor and started the system so that he could monitor its operation and ensure that there were no other problems with your system. The technician monitors your system using visual inspections of components, testing with electrical meters and digital refrigerant gauges. While monitoring your system, he noticed that the coils were dirty, that your system was low on r22 refrigerant due to a possible leak in your system and that both motors were still running at high amps. The technician informed you that it could be due to the recent failure (overheated motors). Because it was not extremely high, he felt it would benefit you to give it a try before spending over $1000 replacing both motors. He informed you that the motors could still be bad and that if the system failed again, the motors would need to be replaced. He also mentioned that if that was the case, it may be a better investment for you to replace the system due to its age, condition and severity of the failures (low refrigerant charge due to a leak, poor maintenance, bad capacitors, and 2 bad motors). He informed you that a new system would be slightly more expensive than what you would be spending on repairs, but will give you the peace of mind of trouble free operation, increased efficiency and a great warranty. You declined the coil cleaning but authorized the addition of refrigerant for this time. He also gave you a verbal estimate for replacing the motors as well as the system replacement.

When your husband called the following morning, I reminded him over the phone that the technician had mentioned that the motors might fail and that he had given him the option to replace both motors or replace the whole system. I reminded him of the prices that he discussed with the technician the day prior and his decision was to replace the motors. My technician arrived within an hour after you placed the call. He diagnosed the bad motors, as was discussed the previous day, and with your authorization, he proceeded with the replacement of each motor. He tested the system; the system was working fine, even though the coils still needed maintenance. You once again declined that service, even though the technician explained the importance of clean coils for proper system operations and explained the dangers of freezing up and flooding the compressor resulting in more damage/failures.

On July 30th, you claim that the technician told you the system was going in defrost and that it was normal. After talking with my technician, he claims he never told you that the system was going in defrost since that only happens in the heating mode. He told you that it was a possibility that the system was icing up due to the dirty evaporator coil or that the compressor was out on internal protection. He told you to shut the system off to thaw out the ice on the coil (maybe this is the confusion with defrost) and to call him back if the problem wasn’t fixed after you turned the system back on. You didn’t call him or the office back so we assumed the problem was fixed and that your system had iced up.

Your description of what happened on August 18th is inaccurate. When we talked on the phone, you were clearly upset with your system not operating and at having to spend the previous night in a hotel and claimed that your system had not worked right since we fixed it the first time. You demanded that we fixed your system for free or you would call another company. I was never rude to you as it is not how we operate. I even apologized for the troubles you were having and said I could understand your frustration having to stay in a hotel again. I only asked that if the system had not been operating properly since we first fixed it, why you waited 25 days to notify us of a problem. Then it was brought to your attention that the technician had recommended some maintenance to the system or the replacement of the system and that you had declined both. And at no point in our conversation did I ever refuse sending out a technician based on the fact you “declined buying a new unit” as you mention in your complaint. I then explained that being a mechanical system that was not properly maintained; you could not hold us responsible for all failures that you experience with this system so fixing the system for free before even knowing what was wrong with it was out of the question. I informed you that we have a great warranty policy (1 year parts and labor on anything that we fix versus a 30 day parts only warranty for many of our competitors) and that we stand behind our work 100%. I offered to send a technician right away at no charge, regardless of what the problem was and that if the problem was with a part we installed, we would cover it all under warranty at no charge to you but, if your system had experienced a different failure, we would not fix it for free, and that you would be responsible for the cost of fixing it. You agreed, and a technician was sent back within hours.

You did not meet us on the property. We dealt with your husband. We diagnosed the system and found out that one of the capacitor we had previously installed was defective. Keep in mind that we do not manufacture the parts so we have very little control over them. That is why we offer a 1 year parts and labor warranty. We replaced the capacitor under warranty at no cost to you. Your husband told the technician that the system did act up at times and sometimes the house would go up to 80 degrees. The technician went through the rest of the system thoroughly and couldn’t find anything else wrong with the actual ac unit other than the dirty coils. He moved his attention to the thermostat and noticed that the thermostat was following a program that brought the temperature up to 80 degrees at a certain time of the day. Your husband said that he was not aware of that function and when asked for the thermostat manual, he said he did not have the manual. The technician told him that the operation of that thermostat was very questionable (program not set properly and activating recovery mode on its own) and that he would not be able to look at this in more details without the manual. We recommended the replacement of the thermostat and quoted him around $240 plus tax. We also gave your husband the option to purchase and install his own from a hardware store if he preferred. Your husband again declined the recommended cleaning and the replacement of the thermostat. So that you wouldn’t experience any more trouble with the temperature rising to the 80’s, my technician left the thermostat in HOLD mode to bypass any program and only cool to the Hold temperature selected. If you or your husband changed any thermostat settings afterward, chances are Hold has been canceled and the system is back into the program mode and raises the temperature to the 80’s at a certain time again.

11 days later, you file a complaint with the Revdex.com, even though you had declined our multiple recommendations to clean the system and the recommendation to replace your thermostat. You filed the complaint without even notifying us that you were still experiencing problems with your AC system.

Have you replaced the intermittently failing thermostat? Have you cleaned the coils like we recommended multiple times? If you haven’t and you are filing a complaint, your complaint is not justified. We told you what needed to be done and you continually decline the recommended repair and maintenance and complain that the system is not fixed properly.

As for your breakdown of what you agree to pay, please understand that you did not just purchase parts from us, nor were you charged a service call on 7/26. Looking for the cost of random parts online (no actual part numbers were provided on your receipt, just the type of part and their electrical ratings) does not justify what you “agree” to pay. Keep in mind that parts you purchase online are not readily available, you have to pay shipping and handling in addition and you would need to be knowledgeable enough to install them yourself. On top of that, they carry absolutely no warranty.

We provided a service; a knowledgeable, [redacted] and [redacted] certified technician came out in a timely manner, diagnosed your system accurately, and made some recommendations on what was needed to keep your system operating at peak performance and efficiency during these hot summer months.

It took time to fix your system and a warranty comes with all of our work. Our flat rate pricing is based on a formula that covers our overhead and field service costs; plus allows for a modest profit ....you got what you paid for...GREAT SERVICE from a company that will be around to stand behind it's work, and unlike so many others that cut corners on their service, or, that aren't around when you need them because a part failed, or, their undertrained technician misdiagnosed the problem, or, they couldn't keep their doors open because they were not earning enough profit.

I would be happy to send out a technician to once again thoroughly inspect your system. But if the coils are not cleaned and the thermostat not replaced, there is very little we can do. As I explained to you before, we are not in the business of just throwing parts at your system and hoping it fixes it while charging you for it. We want to properly diagnose your system and replace the parts that are confirmed to be defective. In your case the coils are dirty and the thermostat is displaying intermittent issues.

I do not agree with your desired settlement as you did not just purchase the part from us and you keep declining recommended work.

I can offer you a check totaling a 20% discount on your total amount spent to date. That check can be mailed out right away in the amount of $380.58; I can also extend this 20% discount to the 2 coil cleanings and the thermostat replacement that you declined.

Sincerely,

Desert Comfort Mechanical

Consumer

Response:

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. For your reference, details of the offer I reviewed appear below.

I am not going to be going back and forward about the rudeness of the person I spoke on the phone and how he wanted to charge me a 3rd service charge on August 18th, all of that is irrelevant. The real issue here is that after 3 visits I was still having issues with my AC. On 8/29 I had again to place a service call because the temperatures inside the house were going up to 82 degrees and it felt muggy. This time I decided my best bet was to contact a different company, therefore please see attached I contacted [redacted], the tech from [redacted] advised me that my AC was 2 pounds short of freon and that was the cause of the AC not working properly. The tech from [redacted] added 2 pounds of freon to my system and to this day I have not had an issue with the AC. The temperature stays as set 77 degrees and it feels comfortable inside the house. Needless to say there was no need for a new thermostat or any other parts to be replaced. I asked the tech from [redacted] to please check for any possible leaks since supposedly Desert Comfort had just added 2 pounds of freon the prior month and he advised me that he used an electronic device and no leaks were detected. On 8/18, I was not home to speak to the tech and my husband dealt with him because I was working once again the person that is irrelevant. Desert Comfort mentions someone name [redacted] coming to my house and I have attached a receipt from Desert Comfort on 8/18 showing that the same tech that had been here 2 times prior, [redacted], is the one that came back to my house on the 18th. Considering that I have spent 2k in Desert Comfort, $200+ in hotel charges and $165.00 with [redacted] $380.58 and offer for 20% for parts replacement does not sound fair especially because I do not need any parts replaced. My suggestion is that Desert Comfort will pay my the 20% discount they have offered and at least reimburse me for the service call to [redacted] in the amount of $165 for a total of $545.58. Thank you,

Regards,

Business

Response:

Mrs. [redacted],

I am so sorry that you were not satisfied with our service. Our customers are really important to us.

Once again, you were only charged for one service call. Please review Invoice [redacted] and you will clearly see that you were not charged for the service call.

I read our initial response and can’t seem to find where we mentioned anyone by the name of [redacted]. We do not have anyone by that name employed here. I mentioned that the technician was both [redacted] & [redacted] certified. [redacted] stands for North American Technician Excellence.

Again, I am so sorry that we were not able to meet your expectations. I will honor your request to pay for the service provided by [redacted] in addition to our initial agreement of $380.58 and issue you a check in the amount of $545.58 with the condition that this will satisfy your complaint.

Please notify us of your acceptance and a check will be in the mail promptly.

We wish you the best.

Sincerely,

Desert Comfort Mechanical

I work for a business that was in real need we have three units it was hardly cool by all mean. Asked when they could come out and they gave me a two hour window and was there within one. It was already late in the day and they had very positive mind set they could fix all three units.they removed,repaired and replaced two motors and had two units up within 5 hours. They even called me and made sure I knew they left the property and everything they did. They also send someone out the next day to inspected all work was done and everything is in tip top shape. WOW! Fast and job well done!I asked to get quote on third unit before fixing.

I got quote before 8:30 next morning on third unit and they are able to fix in the same day if need be. I am a hard person to please. But this company goes above and beyond wish more companies had their quality. OUT STANDING!