Desert Sun Heating, Cooling & Refrigeration, Inc.

This letter is a response to [redacted] for [redacted]. The complaint is in regards to pricing issues installing some parts.  We did a maintenance check up on Ms. [redacted]’s A/C Unit and found a condenser motor and that had bearing play and a dual run capacitor that was showing low on...

it. They were not out but would be preventive repairs so it does not go out in the middle of summer. We are on a flat rate pricing system and all condenser motors are $445 including motor, labor to install, also includes a free single capacitor.  Our direct cost on the parts are higher than what you can find online but we are have them more readily available. We have calculated this pricing to not only reflect our variable cost but also the cost to run our business. We have vehicle cost such as fuel, insurance, the vehicle itself, all necessary tools to make that vehicle function. We have office costs such as building, insurance, phones, computers, office staff, etc. We also have costs such as marketing and promotions to get the phones to ring. If we were to structure our pricing to were there is 0 markup and a few dollars of labor we would be out of business. We believe our pricing is fair. We are not overcharging but calculate our cost so our company is not losing money. We understand that there will be some companies cheaper and some more expensive. For those that believe we are charge to much they can simply decline. Ms. [redacted] agreed to pay for the job initially. We are willing to work on what would be a fair resolution.

I still feel violated and taken advantage of.  I am not a HVAC trained person but I have been a business owner as well and I believe that 200% MARKUP to the customer is truly a violation of ETHICAL practice by any business. I am sure the owner of this business, if overcharged by another business, would have to agree that this is wrong.  After all, we are ALL customers of someone's at one time or another.I live in a 55+ Community and will be sure to share my experience with our 325 residents.  Potential loss of some business is eminent.  All that I am asking for is an adjustment to this request ver inflated Repair Charge.Sincerely,[redacted]

I have attached the service ticket with the breakdown. On the ticket we put it down that the unit needed to be service but also mentioned that the customer said it may need freon. As a technician, that is taken as the system is not working as it should be. We check everything on the system to make sure that there would not be future problems. If something does goes wrong it becomes a callback. As far as there being a quote less than that I have no notes indicating that. We have set pricing and the service ticket does indicate the pricing was correct. It may have been a miscommunication of certain parts and not the whole total. Normally we have pricing disputes before a payment is made. I can see with the owner about trying to get a reimbursement for the labor. The parts and freon I wouldn't be able to give a discount on as they are close to cost already. Labor was at $195 so I can reimburse that as an attempt to resolve the issue.

I looked over the ticket which I have attached to this email. The parts were installed as she had explained. As far as the amount it seems to be correct. I'm not sure why the amount was quoted different. Also the we did received a check after the work was completed. If there was a price rejection it...

wasn't made then. As far as recommending parts to be changed out. If we see signs of the parts going out we highly recommend changing out but give the choice to the customer. If we don't highly recommend changing them and they go out in a short time frame it would be considered a call back and we usually end up doing some work for free or a reduced cost.

VERY GOOD WOOK,VERY EXPERIENCED IN THIS FIELD
WOULD RECOMMEND THIS COMPANY TO ANY ONE NEEDING
AC/HEATING REPAIRS OR REPLACEMENT THEY ALWAYS
CHECKED TO SEE IF I WAS SATISFYED WITH THERE WOOK
BEFORE LEVEING.

I do not feel my complaints were addressed. The air conditioner was in working order prior to arrival, what ever was taken apart to "test" it rendered it inoperable. This was only revealed after I was not agreeing to the repairs. I was quoted one price and upon completion was charged more. I was not given the opportunity to approve the additional charges. As stated in the response, I did pay in full but I was not consulted prior for the increase and did question the technician regarding the increase. In reading the response by Desert Sun if I would have refused to pay that would have been acceptable, therefore in retrospect I should have done that. I personally do not do business that way. I was not given the choice to change the parts out, the actions of the technician rendered my air conditioner inoperable, according to the technician himself. I would have had to leave the air conditioner inoperable for the period of time that I was gone for my surgery to return home again to schedule another company to assess what had caused the air conditioner to stop working due of the  actions of their technician. I did not have the time to wait, as stated in my complaint, I had pets in the house during the 110 degrees weather. I would not have left them without cooling. It is not fair for the company to be dishonest in their assessment of the repairs and over charge the customer.Again, I will not be satisfied until I am refunded all of the labor charges. I will only accept paying the actual costs of the parts that Desert Sun purchased them for. I was not given a service ticket at the time of service, I was told it would be emailed to me. The service ticket does not breakdown the charges. Even at the mechanics shop I get a breakdown of charges. I find the response by them completely unacceptable. I do not believe that because they are "not sure why the amount quoted was different" is an acceptable response. Possibly they do not have a breakdown of the charges either.

I have attached the service ticket with the breakdown. On the ticket we put it down that the unit needed to be service but also mentioned that the customer said it may need freon. As a technician, that is taken as the system is not working as it should be. We check everything on the system to make sure that there would not be future problems. If something does goes wrong it becomes a callback. As far as there being a quote less than that I have no notes indicating that. We have set pricing and the service ticket does indicate the pricing was correct. It may have been a miscommunication of certain parts and not the whole total. Normally we have pricing disputes before a payment is made. I can see with the owner about trying to get a reimbursement for the labor. The parts and freon I wouldn't be able to give a discount on as they are close to cost already. Labor was at $195 so I can reimburse that as an attempt to resolve the issue.

I looked over the ticket which I have attached to this email. The parts were installed as she had explained. As far as the amount it seems to be correct. I'm not sure why the amount was quoted...

different. Also the we did received a check after the work was completed. If there was a price rejection it wasn't made then. 
As far as recommending parts to be changed out. If we see signs of the parts going out we highly recommend changing out but give the choice to the customer. If we don't highly recommend changing them and they go out in a short time frame it would be considered a call back and we usually end up doing some work for free or a reduced cost.

VERY GOOD WOOK,VERY EXPERIENCED IN THIS FIELD
WOULD RECOMMEND THIS COMPANY TO ANY ONE NEEDING
AC/HEATING REPAIRS OR REPLACEMENT THEY ALWAYS
CHECKED TO SEE IF I WAS SATISFYED WITH THERE WOOK
BEFORE LEVEING.