Dixon Heating & Cooling

Initial Business Response / [redacted] (1000, 8, 2015/06/29) */ We installed a used unit and also told the customer that the best way to solve all their problems is to buy a new systemBecause a air conditioning systems consist of componentsThe outside unit, A coil and freon linesAt the time of installation we had no linksA year and a half later we are being asked to guarantee the rest of the system and we cannot do thatOur regular price for a new a coil is around $as our technician told themI spoke with the customer and told her under the circumstances I would place them in a new a coil for $She became extremely upset and told me they wanted all their money back and did not want us on their property anymore She also told the technician that her next door neighbor wanted to place her in a new system for $That being said, I appreciate the customer's business and would love to keep her as a customer, but it doesn't look like it will come to any resolve

Initial Business Response / [redacted] (1000, 10, 2016/03/01) */ I was hired to install a furnace for them, I moved them to the top of the install list and pushed my other customers install back a few days since they had no heat, at this time I was asked how much a humidifier would cost, I told them $ After the furnace was installed the women started demanding a that I install the humidifier I told her there was one that might fit and it was about $and I would try putting it in at my cost which is $I went to their home to attempt to put the humidifier in, but there was no way it would fit due to the space allowedSince she has been belligerent with me on several occasions I went to her job and told her it wouldnt fit, I was nice and calm, but she once again started getting belligerent and demanding I give her money backAt this time I still valued them as my customer but I knew right then at that time there was no way I was going to beable to please this women no matter what I did

Complaint: [redacted] I am rejecting this response because: Dixon's response was in regard to complaint # [redacted] Dixon has not contacted me in regards to complaint # [redacted] Sincerely, [redacted]

11/28/17: (09:15 am) ( [redacted] ***) [redacted] and especially his mother have been long time customers and I values their business. I have no problem forgiving the $75 that [redacted] was charged for the Freon. I would like to come out to ***’s house in early spring 2018 and replace his A coil at no charge. I think that is where the leak is and I do not blame [redacted] for being frustrated with the Freon replacement situation. I think I can work some kind of warranty on the Freon with ***. I would also like for [redacted] to send me the bill that his Mother received. In the meantime, I plan to research it from this end. I would like the opportunity to sit down and discuss this whole situation with [redacted] and try to get things worked out. Encourage him to call or come and see me. Call me back in the next two to three weeks to see where we are in getting this resolved.

11/28/17: (09:
am) (*** ***) *** and especially his mother have been long time
customers and I values their businessI have no problem forgiving the $that
*** was charged for the FreonI would like to come out to ***’s house in early
spring and replace his A coil at no chargeI think that is where the leak
is and I do not blame *** for being frustrated with the Freon replacement situation
I think I can work some kind of warranty on the Freon with ***I would also like
for *** to send me the bill that his Mother receivedIn the meantime, I plan
to research it from this endI would like the opportunity to sit down and
discuss this whole situation with *** and try to get things worked outEncourage
him to call or come and see meCall me back in the next two to three weeks to
see where we are in getting this resolved

11/14/17:
(11:15 am) Mediator left a voice message for [redacted] to
return my call.11/14/17: (11:45
am) ([redacted]) My mother and I have used Dixon Heating and Cooling
for a long time. I...

am really struggling with me buying a new system in 2010 and
having to replace the Freon every two years (2011, 2013, 2015 and 2017). The
years (2011, 2013, 2015 and 2017) they replace the Freon it cools great, the
next year it cools but not like it did the year before and then the third year
I have to replace it. I have never had this problem with my past air
conditioning units and do not think it is a normal thing. Here is what I would
like for Dixon H & C to do:1)   
Forgive the $75 charge for replacing the Freon
this year.2)   
Give me an extended warranty for the next five
years (Until 2022) for Freon only.3)   
Come back out (like they responded to the Revdex.com)
and continue to see if they can find the leak.Regarding my my 94-year-old mother’s complaint: She
paid ([redacted]) paid $2000 to Dixon for a
"Complete 2 ton 407A" air conditioning unit, less than a year ago. It
has a 5 year parts, 2 year labor warranty. On 6-7-17, Dixon performed the free
1st. year check up. The serviceman told me that the unit performance was
"perfect". At that time, the
weather was cool, but in a few days the temperature topped 90°, and it became
apparent that the unit was not cooling. I asked Dixon to check it. They arrived
on 6-12-17, but said they would return later to fix the problem. It took them 8
days to return. On 6-20-17, a serviceman spent about 65 minutes performing a
vacuum leak test and recharging the unit with freon. A few days later, my
mother received a bill for $250 dollars for replacing a metering device and
recharging the system. On 6-20-17, I shadowed the serviceman; he changed no
parts on the a/c, he made no remarks about changing parts, he did not ask for
authorization to change parts. 1)   
The bottom line is: That my mother was billed for a metering device that was not installed,
and for recharging the freon, which should be covered by warranty. I would like for
the $250 bill to be forgiven as I really do not think she owes it!
11/28/17: (10:00
am) (Mediator to [redacted] seemed willing to do something for you regarding future leaks. I
think he would like to talk with you about that if you would be willing to go
in and see him. He also asked me to have you bring in the bill that your Mother
received. He was not sure what that was all about. In the meantime, he was
going to look into that from his end. I am to call him back in two to three
weeks. If I were you, I would call and make an appointment to go in and see
[redacted] and:
make an appointment for
him to come out and replace your A coil, Discuss future Freon warranty
after the installation of the A coil and take the $250 bill that your
mother received and see what that is all about.
([redacted])
I will give [redacted] a call in the next several days. (Mediator) If you get things worked out, let me know,
otherwise I‘ll be back in touch with you in two or three weeks.12/19/17: (09:10
am) ([redacted]) I did make contact with [redacted] and he
indicated that my Mother nor I owed him anything and that if I would give him a
call in March 2018 he would set up a service call for someone to come out and
replace his A coil at no charge. [redacted] thinks that is probably where the
freon has been leaking since the new air conditioner was installed in 2010. Mediator indicated to [redacted] that
he could reopen this or his Mothers case if he has further issues with Dixon
Heating and Cooling. Also, that he would be getting a letter from the Revdex.com in
about two weeks indication how this case has been closed out.

I would like to go out to the customer again and try to rectify the problem, and I will contact them as soon as possible.

Complaint: [redacted]
I am rejecting this response because:
Dixon's response was in regard to complaint #[redacted]. Dixon has not contacted me in regards to complaint #[redacted].
Sincerely,
[redacted]

11/28/17: (09:15 am) ([redacted]) [redacted] and especially his mother have been long time customers and I values their business. I have no problem forgiving the $75 that [redacted] was charged for the Freon. I would like to come out to [redacted]’s house in early spring 2018 and replace his A coil at no charge. I think that is where the leak is and I do not blame [redacted] for being frustrated with the Freon replacement situation. I think I can work some kind of warranty on the Freon with [redacted]. I would also like for [redacted] to send me the bill that his Mother received. In the meantime, I plan to research it from this end. I would like the opportunity to sit down and discuss this whole situation with [redacted] and try to get things worked out. Encourage him to call or come and see me. Call me back in the next two to three weeks to see where we are in getting this resolved.

Initial Business Response /* (1000, 8, 2015/06/29) */
We installed a used unit and also told the customer that the best way to solve all their problems is to buy a new system. Because a air conditioning systems consist of 3 components. The outside unit, A coil and freon lines. At the time of...

installation we had no links. A year and a half later we are being asked to guarantee the rest of the system and we cannot do that. Our regular price for a new a coil is around $900 as our technician told them. I spoke with the customer and told her under the circumstances I would place them in a new a coil for $350. She became extremely upset and told me they wanted all their money back and did not want us on their property anymore.
She also told the technician that her next door neighbor wanted to place her in a new system for $1500. That being said, I appreciate the customer's business and would love to keep her as a customer, but it doesn't look like it will come to any resolve.

We contacted Mr. [redacted], who is a long time valued customer. Our company offers a sincere apology for any delays , We are experiencing high demand of service requests due to extreme heat index. We were able to charge the unit with Freon to keep the unit cooling until we are able to repair the...

cause of the leak.

Initial Business Response /* (1000, 10, 2016/03/01) */
I was hired to install a furnace for them, I moved them to the top of the install list and pushed my other customers install back a few days since they had no heat, at this time I was asked how much a humidifier would cost, I told them $300....

After the furnace was installed the women started demanding a that I install the humidifier.
I told her there was one that might fit and it was about $500 and I would try putting it in at my cost which is $170. I went to their home to attempt to put the humidifier in, but there was no way it would fit due to the space allowed. Since she has been belligerent with me on several occasions I went to her job and told her it wouldnt fit, I was nice and calm, but she once again started getting belligerent and demanding I give her money back. At this time I still valued them as my customer but I knew right then at that time there was no way I was going to beable to please this women no matter what I did.

11/14/17:
(11:15 am) Mediator left a voice message for [redacted] to
return my call.11/14/17: (11:45
am) ([redacted]) My mother and I have used Dixon Heating and Cooling
for a long time. I am really struggling with me buying a new system in 2010 and
having to replace the Freon every two years (2011, 2013, 2015 and 2017). The
years (2011, 2013, 2015 and 2017) they replace the Freon it cools great, the
next year it cools but not like it did the year before and then the third year
I have to replace it. I have never had this problem with my past air
conditioning units and do not think it is a normal thing. Here is what I would
like for Dixon H & C to do:1)   
Forgive the $75 charge for replacing the Freon
this year.2)   
Give me an extended warranty for the next five
years (Until 2022) for Freon only.3)   
Come back out (like they responded to the Revdex.com)
and continue to see if they can find the leak.Regarding my my 94-year-old mother’s complaint: She
paid ([redacted]) paid $2000 to Dixon for a
"Complete 2 ton 407A" air conditioning unit, less than a year ago. It
has a 5 year parts, 2 year labor warranty. On 6-7-17, Dixon performed the free
1st. year check up. The serviceman told me that the unit performance was
"perfect". At that time, the
weather was cool, but in a few days the temperature topped 90°, and it became
apparent that the unit was not cooling. I asked Dixon to check it. They arrived
on 6-12-17, but said they would return later to fix the problem. It took them 8
days to return. On 6-20-17, a serviceman spent about 65 minutes performing a
vacuum leak test and recharging the unit with Freon. A few days later, my
mother received a bill for $250 dollars for replacing a metering device and
recharging the system. On 6-20-17, I shadowed the serviceman; he changed no
parts on the a/c, he made no remarks about changing parts, he did not ask for
authorization to change parts. 1)   
The bottom line is: That my mother was billed for a metering device that was not installed,
and for recharging the Freon, which should be covered by warranty. I would like for
the $250 bill to be forgiven as I really do not think she owes it! 11/28/17: (10:00
am) (Mediator to [redacted] seemed willing to do something for you regarding future leaks. I
think he would like to talk with you about that if you would be willing to go
in and see him. He also asked me to have you bring in the bill that your Mother
received. He was not sure what that was all about. In the meantime, he was
going to look into that from his end. I am to call him back in two to three
weeks. If I were you, I would call and make an appointment to go in and see
[redacted] and:make an appointment for
him to come out and replace your A coil, Discuss future Freon warranty
after the installation of the A coil and take the $250 bill that your
mother received and see what that is all about.([redacted])
I will give [redacted] a call in the next several days. (Mediator) If you get things worked out, let me know,
otherwise I‘ll be back in touch with you in two or three weeks.12/19/17: (09:10
am) ([redacted]) I did make contact with [redacted] and he
indicated that my Mother nor I owed him anything and that if I would give him a
call in March 2018 he would set up a service call for someone to come out and
replace his A coil at no charge. [redacted] thinks that is probably where the
freon has been leaking since the new air conditioner was installed in 2010. Mediator indicated to [redacted] that
he could reopen this oor his Mothers case if he has further issues with Dixon
Heating and Cooling. Also, that he would be getting a letter from the Revdex.com in
about two weeks indication how this case has been closed out.