Dick's Heating & Air Conditioning

We are sorry to hear that Ms [redacted] is not happy with our company and our work performedOur tech stands behind his diagnosis in regards to the CO level coming from the furnaceAs in his report he states: ‘”Found carbon monoxide leaking, most likely the heat exchanger has a leak” and advised to have a working Carbon monoxide detector working within the home because her current one was not working, to which Ms [redacted] agreed to having our company install We did offer a 2nd opinion at no charge to Ms [redacted] to which she declined, but our offer stands to this day that we will send out the same tech and a supervisor to the location to show the CO level all at no charge to Ms [redacted] We can’t reimburse Ms [redacted] for the 2nd opinion as it was her choice to have that done We offer her free filters each year with her yearly service each year, as we work stead and hard to restore her faith and confidence in our company and a 2nd opinion with a supervisor and tech to confirm no co is present at no charge to the customer

Complaint: [redacted] I am rejecting this response because: The statements in the response by Dick's Heating and A/C Incare false The technician did not quote a price prior to doing repairs The technician stated that I had to sign the form in order for him to complete the diagnostic I signed the form The technician then started what I thought was the diagnosis What I thought was the diagnosis and what we had agreed took the technician a maximum 15-minutes When he completed what he stated he was going to do, which was the diagnosis, he proceeded back to his truck and started writing At this point I was expecting him to write out what the problem was and provide me with a quote that would be charged for the work He came to me and handed me the same document that I had signed for what was supposed to be the diagnosis with a figure of $619.61!!!! I initially thought this was an error and was supposed to be the figure of $plus tax as this was the quote for the diagnostic that Loretta, the Manager of Dick's Heating, had indicated over the telephone when I called initially to schedule an appointment as this figure was VERY close$and $ I asked the technician if this was a mistake what he wrote in He said no, this is the price to fix itI told him that he was supposed to do the diagnosis first and I told him I was not going to pay $as he had not provided me this quote upfront He said "you should have called me directly to do this, I could do it for half price" I didn't know what to say other than "how am I supposed to know this"? He said his personal contact information is on Craigs List I was surprised and speechless This is at the point where I told him again I was not going to pay and that I was going to call his boss right away He said "you lie" The technician called Loretta and was speaking with her as I believe he was concerned with his comments suggesting that I should have called him directly and he would have done the job for half the price I then called into their office and spoke with Loretta, only to have her not listen or quite frankly not even care about the fraud that was just committed Loretta simply said "you signed the paper" and repeated everything her technician said to her In addition to the dishonest "bait and switch" tactic, Dick's Heating and A/C Inc have threatened litigation and retaliated against us for filing this complaint with the Revdex.com and Attorney General by reporting our property to the City of Kent as being not to code.Also, to correct further misstatements in their response to the Revdex.com, I did not know if there were tools that the technician left at our house as I had not looked for it and YES, I did not want to look until we discussed the fraudulent invoice they were attempting to insist that I pay Eventually my wife called Dick's Heating and A/C to ask for the owner's name and contact information to write a letter and file a complaint Loretta, the manager of Dick's Heating and A/C refused to provide my wife the information and said that she was the only person my wife could speak with or direct concerns to Later, my wife and I looked for the tools they indicated they had left on our property We found it and my wife immediately worked with Loretta to return it HOWEVER was very concerned with their dishonesty and told Loretta she did not trust them or their company therefore my wife insisted on having a document drafted indicating that they picked up the equipment in the same condition as when it was left here and that it was in working order Loretta agreed that she said she would write this up for us and when they picked up the equipment we would sign and her staff that would come out to pick it up would sign as well Upon arrival of of their employees my wife discovered that Loretta had not written in the statement regarding it's condition and that it was in working order This shows again the dishonesty of the employees of Dick's Heating and A/C My wife refused to sign the form and told the employees that this is not what Loretta agreed to do My wife suggested they either call Loretta immediately to discuss this or that my wife would contact Loretta later that day to discuss the matter My wife needed to get to work as she had already missed hours of work to accommodate their schedule The employees contacted Loretta right away via telephone and they came back and said she said "okay" for my wife to write in the language and that the same language had to be on both copies (one for them and one for us)In addition to Dicks' Heating and A/C Incthreatening litigation and retaliating against us with the City, they continue to call for payment and threaten to file a lien against our home Ironically, they have multiple violations under their business license of the Washington State Department of Labor & Industries showing their failure to obtain electrical work permits under their business license Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Over the past several years, I paid a decreasing annual maintenance/inspection fee for the A/C unit in question (and also the furnace), in which the duration of the agreement now results in those maintenance/inspection visits occurring at no cost anyway The response from the business offers them the opportunity to profit from additional services or repairs subsequent to the offered diagnostic inspection, but failed to address another concern regarding the failed part's stark price difference between companies Further, while the business rejected the supposition that low coolant levels resulted in the elevated electrical load which burned and pitted the original part, as well as the replacement they installed, it ignores the fact that the newer (and CHEAPER) part, installed by their competitor, has not failed since it was installed along with additional coolant Moreover, I ran the A/C unit for an extended time at a lower desired temperature (to account for the milder temperatures at the end of September), to test the performance of the newest part, which performed flawlessly Sincerely, [redacted] ***

We are sorry to hear that Ms*** is not happy with our recent price increase on the yearly contractThe call ticket from the customer service rep shows the customer was quoted $99.00+tax for each unitWe value each of our customers, so we will honor the periodic inspection contract of
$69.50+tax for each unit for the remainder of the contractSo Ms*** will have a credit of $towards next year’s services

Mr*** aka *** *** called our company and stated he needed his mini split to be “vacuumed” down for start up, he was informed it’s $69.50+tax for a diagnosis fee, once our tech determines what repairs are needed he would be quoted a flat rate price for the repairs and the tech will seek
his authorization to proceed with the repairsOn 06/16/our Tech Isay arrived at the location at 3:pmOur tech found that Mr*** had installed a single head mini split system in a shed that his daughter is going to be living inOur tech determined through his diagnosis that the unit needed a leak test with nitrogen; he presented the flat rate price for the repairs to Mr*** for $619.61+taxMr*** in return, says “man! That’s a lot of money! Can you do it under the table for $300.00?”Our tech, Isay stated to Mr*** that he is a very honest, long term employee and doesn’t do work under the tableMr*** agreed to have the tech complete the work after this conversationThe tech asked the customer to sign for the work at the listed price on the repairs needed form before any repairs were started. The tech performed the nitrogen leak test and found a leak in the line setThe tech made a flare fitting to fix the leak, and pumped nitrogen back into the system finding another leakThe tech repaired that leak and again pumped the nitrogen back in and finally achieved the vacuum required by the manufacturer of the unit to be able to fire off the unit and test the unit’s full operationThe service call from start to finish was minutes, when Mr*** realized the tech was completed with the repairs he become upset saying to the tech “you only worked for minutes, I am not paying you anything! My wife is an attorney and you are not taking advantage of me!!” Mr*** called the office at 4:25pm to complain that the tech completed the repairs in minutes and that he feels we are overcharging him, he told the CSR that his wife is an attorneyThe CSR transferred Mr*** to a manager and He again said the same thing: “My wife is an attorney and you will not take advantage of me, I only want to pay $and minutes of work“ We looked up our GPS on the tech’s vehicle and told the customer our tech was there for minutes at this point, customer said it must be wrong The tech sent the office a picture of the invoice with the customer’s signature for the Nitrogen test/vaccum down for $619.61+taxThe customer was fully aware of the cost before any work was done or completed and even tried to negotiate paying the tech on the side Our tech ended up leaving the jobsite while the customer refused to pay for anything doneOn 06/17/2017, our tech realized he had left his refrigerant gauges at the *** residenceOur CSR called Mr*** and asked if we could pick up the tools left at the residence, he refused to discuss the tools being left there until we settled on a new price for the repairsHe finally said “no you can’t come and get them and will not talk to us unless it’s about this bill.” 06/19/A manger called Mr*** about the tools left at the property and he again refused to discuss the tools until we could reduce his repair cost. The customer was informed that we will proceed with filing a police report for the tools he was keeping and that if his repair bill was not paid in days we will proceed with a lien on the property. A short time later, *** *** (his wife) called and asked for the address and the business owner’s name as she is in contact with her attorneyShe was notified by the manager that her husband is keeping our tool, refuses to discuss the billing, and the police have been contacted about the tools. An invoice was sent to the homeowners, along with a copy of the GPS, and a copy of the signed repair form with Mr***’s signature. The wife called again later asking to set up a time for us to pick up the tool and requested a signed to agreement be signed for the tool pick upAdditionally; she requested to hear our side of what happened at the home as she was questioning her husband’s side of the story On 06/20/of our employees met with the homeowner’s and picked up the tool (see attached agreement). On 06/27/at 9:am Mrs*** was contacted via the phone to ensure she received the invoice, copy of GPS, and the signed repair form by her husbandShe states she has a stack of mail she hasn’t gone through yet and her intention is to get through the pile of mail by 06/30/She was informed since no payment has been made, a lien to her property is being discussed at this time and all fees associated with the lien process will be added to her current outstanding invoiceShe also disclosed that she is not an attorney like her husband stated to our employees in separate conversationsMrs*** states all employees must have misunderstood her husband statements about her being an attorney Lastly; we completed a diagnosis, presented customer with pricing for repairs, the customer approved to proceed with repairs, we performed the work for Mr*** in good faith with his signature approving the listed repairs and now he doesn’t want to pay because our tech with years of experience, knowledge and training was able to complete the said job in minutesWe have sent our intent to lien letter to the ***/*** residence and have contacted the City of Kent to verify permit applications Sincerely; Bret L*** President

The ***’s called on 09/10/to report that they had no cooling and was offered the next soonest available appt which was 09/14/2015, Mr*** called on 09/13/and canceled the appt that was set for the next day, stating they no longer needed usDays later Mr*** calls and asks for a
refund for the repairs another company made to the systemHad Mr*** allowed us to come out on 09/14/we would have replaced the capacitor at no charge to him even though we offer a day warranty on labor and part as stated on the back of our office, seeing that Mr*** is a long term customer we would have made the exception and covered the part and laborDuring the yearly service on 07/09/the unit was inspected and serviced and the only recommendation at that time was the replacement of the capacitorLow refrigerant doesn’t have an effect on the electrical current for the capacitor or electrical load for use. We apologize for our customer service and are always striving to improve our communication with each of our customers and are sincerely sorry for the lack of communication Mr*** receivedWe simply cannot pay for another company’s repair because Mr*** feels like he was “forced” to call another companyWe offer Mr*** a free diagnostic on his furnace or a/c unit, a value of $(with no expiration date) as an effort to restore his faith and business relationship with Dick’s Heating and Air

We are sorry to hear that Ms*** is not happy with our company and our work performedOur tech stands behind his diagnosis in regards to the CO level coming from the furnaceAs in his report he states: ‘”Found carbon monoxide leaking, most likely the heat exchanger has a leak” and advised
to have a working Carbon monoxide detector working within the home because her current one was not working, to which Ms*** agreed to having our company install. We did offer a 2nd opinion at no charge to Ms*** to which she declined, but our offer stands to this day that we will send out the same tech and a supervisor to the location to show the CO level all at no charge to Ms***We can’t reimburse Ms*** for the 2nd opinion as it was her choice to have that done We offer her free filters each year with her yearly service each year, as we work stead and hard to restore her faith and confidence in our company and a 2nd opinion with a supervisor and tech to confirm no co is present at no charge to the customer

We have fixed the issue with the filter for the customer to his satisfaction along with providing him (4) 20x20xfilters (a value of $140.00), we believe we have addressed and fixed his concerns in regards to the filterAs a business, we strive for 100% satisfaction with our customer and we sincerely hope we have achieved this for him

Complaint: ***
I am rejecting this response because: The statements in the response by Dick's Heating and A/C Incare false. The technician did not quote a price prior to doing repairs. The technician stated that I had to sign the form in order for him to complete the diagnostic. I signed the form. The technician then started what I thought was the diagnosis. What I thought was the diagnosis and what we had agreed took the technician a maximum 15-minutes. When he completed what he stated he was going to do, which was the diagnosis, he proceeded back to his truck and started writing. At this point I was expecting him to write out what the problem was and provide me with a quote that would be charged for the work. He came to me and handed me the same document that I had signed for what was supposed to be the diagnosis with a figure of $619.61!!!! I initially thought this was an error and was supposed to be the figure of $plus tax as this was the quote for the diagnostic that Loretta, the Manager of Dick's Heating, had indicated over the telephone when I called initially to schedule an appointment as this figure was VERY close$and $69. I asked the technician if this was a mistake what he wrote in. He said no, this is the price to fix it. I told him that he was supposed to do the diagnosis first and I told him I was not going to pay $as he had not provided me this quote upfront. He said "you should have called me directly to do this, I could do it for half price". I didn't know what to say other than "how am I supposed to know this"? He said his personal contact information is on Craigs List. I was surprised and speechless. This is at the point where I told him again I was not going to pay and that I was going to call his boss right away. He said "you lie". The technician called Loretta and was speaking with her as I believe he was concerned with his comments suggesting that I should have called him directly and he would have done the job for half the price. I then called into their office and spoke with Loretta, only to have her not listen or quite frankly not even care about the fraud that was just committed. Loretta simply said "you signed the paper" and repeated everything her technician said to her. In addition to the dishonest "bait and switch" tactic, Dick's Heating and A/C Inc. have threatened litigation and retaliated against us for filing this complaint with the Revdex.com and Attorney General by reporting our property to the City of Kent as being not to code.Also, to correct further misstatements in their response to the Revdex.com, I did not know if there were tools that the technician left at our house as I had not looked for it and YES, I did not want to look until we discussed the fraudulent invoice they were attempting to insist that I pay. Eventually my wife called Dick's Heating and A/C to ask for the owner's name and contact information to write a letter and file a complaint. Loretta, the manager of Dick's Heating and A/C refused to provide my wife the information and said that she was the only person my wife could speak with or direct concerns to. Later, my wife and I looked for the tools they indicated they had left on our property. We found it and my wife immediately worked with Loretta to return it HOWEVER was very concerned with their dishonesty and told Loretta she did not trust them or their company therefore my wife insisted on having a document drafted indicating that they picked up the equipment in the same condition as when it was left here and that it was in working order. Loretta agreed that she said she would write this up for us and when they picked up the equipment we would sign and her staff that would come out to pick it up would sign as well. Upon arrival of of their employees my wife discovered that Loretta had not written in the statement regarding it's condition and that it was in working order. This shows again the dishonesty of the employees of Dick's Heating and A/C. My wife refused to sign the form and told the employees that this is not what Loretta agreed to do. My wife suggested they either call Loretta immediately to discuss this or that my wife would contact Loretta later that day to discuss the matter. My wife needed to get to work as she had already missed hours of work to accommodate their schedule. The employees contacted Loretta right away via telephone and they came back and said she said "okay" for my wife to write in the language and that the same language had to be on both copies (one for them and one for us). In addition to Dicks' Heating and A/C Incthreatening litigation and retaliating against us with the City, they continue to call for payment and threaten to file a lien against our home. Ironically, they have multiple violations under their business license of the Washington State Department of Labor & Industries showing their failure to obtain electrical work permits under their business license.
Sincerely,
*** ***

I am satisfied with the resolution made by Dicks Heating even though they did not clean my ducts but I believe they were very concerned about my complaint Evidentially their supervisor that promised to fix it left the company and somebody dropped the ball Dick's fixed my filter box and left me with enough inch filters to last me or years The filters are very expensive and they generously gave me a case of them Please note in the file I am satisfied with the fix

We would like for an install supervisor to come out and take pictures and bring them back to management and the owner for reviewTo see what further action needs to be taken by our business to satisfy the customerPlease call and ask to speak to Loretta to make a scheduled appointment

Complaint: ***I am rejecting this response because:
Over the past several years, I paid a decreasing annual maintenance/inspection fee for the A/C unit in question (and also the furnace), in which the duration of the agreement now results in those maintenance/inspection visits occurring at no cost anyway. The response from the business offers them the opportunity to profit from additional services or repairs subsequent to the offered diagnostic inspection, but failed to address another concern regarding the failed part's stark price difference between companies. Further, while the business rejected the supposition that low coolant levels resulted in the elevated electrical load which burned and pitted the original part, as well as the replacement they installed, it ignores the fact that the newer (and CHEAPER) part, installed by their competitor, has not failed since it was installed along with additional coolant. Moreover, I ran the A/C unit for an extended time at a lower desired temperature (to account for the milder temperatures at the end of September), to test the performance of the newest part, which performed flawlessly. Sincerely,*** ***

Complaint:
***I am rejecting this response because:
I have contacted Dick's Heating and they are sending out an install supervisor to take pictures in order to show management I wanted to make sure this complaint stayed open until I find out what they are going to do They did not address what I wanted done but it appears at this time all they want to do is investigate They will be out tomorrow the 5th of April.*** ***
Sincerely,*** ***