E. Dake Plumbing & Heating Doctors, LTD

On  6/3/2014 We were called to install hot water tank for
customer. When techs were there instaling tank the customer asked [redacted],
lead technician to look at a/c unit as it wasn’t cooling properly.
[redacted] diagnosed A/C & and told her it was low...

on
charge.  [redacted] explained to customer that the refrigerant had leaked out and he
could charge the unit to get it running again.   [redacted] told her
how much for the refrigerant repair & she accepted & paid for the
repair.  [redacted] charged  her for the refrigerent only with no
addtional diagnostic fee.  Customer called back on 7/15/2014 and said unit was
not cooling again.  [redacted] was sent back out to customer's home that
morning.  He found unit was low on charge again.  He explained to her that the
unit had a sizable leak  as it only lasted @ 40 days and that the unit needed
to have a leak search performend to find the leak, and then repair
the leak(s).  [redacted] gave the estimate for the leak search to customer
and the return trip/diagnostic fee was waived for customer. (See invoice #[redacted])
Customer expressed that she was unhappy with this service
&  did not have the money for further repairs.  She stated she
want her money back for the refrigerant that we put in the system a month ago.
She stated that she thought the refrigerant would last 2-3 yrs.  [redacted] stated to
her that we find a great number of units that have a leak(s) over the
course years, and typically depending on the size of the leak when we
charge them, it can last a couple of seasons.  There is no warranty or guaranty
on the refrigerant (see enclosed invoices, section that states "parts warranty" and "labor guaranty") because we cannot determine
the size of the leak until a leak search is performed.  I called customer on
7-18 and again explained to her that we cannot warranty refrigerant
from leaking out of system, and for her refrigerant to leak out in 40 days we need
to perform a leak search.  I expreesd to Mrs [redacted] that we @ E. Dake strive
to exceed customer sastisfaction.  And I understood how she was upset
that her a/c was not working.  That is why I allowed [redacted] to waive
the second trip/ diagnostic charge($69.00). I further expressed  our
concern with her being unhappy and offered her additional discount
on the estimate [redacted] had given her.
She stated she was calling the Revdex.com and hung up the phone.
**Please note I have attached both original invoice copies and also our computer copies, because they were easier to read.