Executive Services & Construction

I have stated the facts without emotion and customer is aware of my position which is a settlement of $[redacted]

Dear ***, This is my response to customer's complaint. First, let it be known that they are previous customers and she said she called us" because of the wonderful service we provided in the past and how reasonable the cost had been". We were called by customer to service their air
conditionerShe said another air conditioning company had just been out to look at the A/C a couple days ago and didn't want to do anything because it is an antiquated system (years old).According to her, she was still charged $but it is still not workingWe arrived on time and I pointed out several serious issues with the system that needed to be addressed to get the system to function properly.The first problem which needed to be addressed was an inspection of the coilBecause of the age of the system, there was no access to the coil and we had to cut the sheet metal in order to accomplish this (this is the only way to gain access and it can be risky because of the design of a coil) During cutting, my employee knicked the coil and it started releasing refrigerantMy technician quickly isolated the leak by turning off the supply line to the coilThe leak was soldered shut in a matter of minutes and the loss of refrigerant was about a half pound ( the system holds about 3lbs ) The coil was completely covered and plugged with accumulated dirt and dustOur vacuum was not quite small enough to reach all the surface areas of the coil without cutting more sheetmetal, so we asked if she had a vacuum which might work better and she happily obliged. My technician had to add about 1/lbs to get the system functioning ( it was nearly empty, this along with the plugged coil is the reason the system could not work ).We completed all repairs and system is running good but not great due to the fact that it is 30years old and has exceeded it's life expectancy by a decadeAn air conditioning compressor is lucky to be working after years. She was credited $25.00 only because she disputed the billI am very fair in my practice and wanted her to feel better about the service but she still was not happy with the feeIt should be said again that the company she had before us did not fix her problem and she was not happy with their serviceThe fee of $for the service we performed was reasonable and very competitively priced in the industry. Also, after we finished and gave her the bill, we were told she was out of checks and asked if we could wait while she went to an ATMI kindly said she could send us a check in the mail.I got the feeling, they were struggling financiallyThey had paid another company and didn't get any results, and now had to pay againI think their frustration was misdirected at usI don't expect a consumer to understand how the air conditioning system functions, which is why they hire a professional. The complaint letter by customer is exaggerated and unwarranted.We fixed the system, didn't get paid, and this is the thanks we get. Respectfully,*** ***/Owner Executive service

I have stated the facts without emotion and customer is aware of my position which is a settlement of $315.00.[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This company is changing the story and not accurately reporting what occurred. We have also since received a message from [redacted], threatening to send us to collections even though he agreed to wait until we received our checks in the mail rather than going to the ATM at the time of the service and it hasn't even been two weeks yet. We will abide by the outcome of this dispute process and pay as required. We have no financial difficulties as this company accuses us of and don't appreciate this as a reason we would not be happy with the practices we were provided.In the company's response he states the prior company did nothing for us even though they had full knowledge of them replacing a part and topping off our system with refrigerant. [redacted] also stated in his response that the only way to gain access to our coils is by the cutting of access holes, this is however untrue and the panels can be removed by unscrewing different sections that hold them together and has been done in the past by a different person. The employee with [redacted] that made the mistake of cutting our coolant line was asked specifically how much refrigerant was leaked and he stated "all of it". This company would likely not have told us at all but my husband luckily went out to inspect what all the raised voices were about when this occurred and found the cut in the pipe himself. [redacted] now claims to have only lost 1/2 pound when really it was the 2-1/2 that he over-charged us for. We are being directly charged for this company's admitted mistake and this is is definitely an unethical practice. The owner also tries to dismiss our complaint by stating it was exaggerated when it is strictly facts of what occurred. If this company continues to choose not to be honorable on the outcome of our bill then we hope any potential customers could be prevented by reviewing our valid complaints against this company.
Regards,[redacted]
Nathleen Welch

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]It appears this company still chooses to charge us in full for their admitted mistake. To be clear we are not settling this bill of $315.00 as [redacted] stated, we are paying it in full as agreed after the reduction of a fee he removed, equaling $315.00.
Regards,
[redacted]