Tell us why here...I have spoken with *** *** and we agreed on an amount she would pay us for the services we providedShe stated she would remove the complaint with the Revdex.com, and in return we would remove the lein on the home
A&E Air Conditioning & Heating, LLC originally received a call from Mr*** on 11/25/stating that heater is not working. A&E Air Conditioning & Heating, LLC responded to the service call on the same day. Our technician originally went out to diagnose the
problem. Customer agreed to purchase a maintenance agreement and the technician performed the fall maintenance check at that time and did not charge the customer for the service call and repair since he purchased the agreement. See Attached invoice # ***. Customer saved $on that service call that day. Customer did purchase a maintenance agreement with our company for $which included the fall check that our technician *** performed on that same day. He checked flame sensor, cleaned burners, checked operation of system, changed customer provided filter and check pressure readings. System was running properly when we left. Did not see any issues with flue pipe and it was not raining on this day. Customer never mention any issues of water leaking. Customer called back on 12/03/which was a Saturday and it was pouring down rain. We had several inches of rain in the last couple of days. Customer's complaint was unit was not heating and pilot was not lighting. Dispatch told customer that we would waive the $diagnostic fee and would send a technician out the same day and see what was going on with system. Did advise customer while he was on the phone that there would be a fee repair was not related to maintenance that was done on 11/25/2016. Customer agreed and we sent our technician (***) out to service call in ***. *** (technician) found that where the roof and roof jack connected, there was a small hole that needed to be sealed by a roofer with roof sealant. The hole was very small and not real visible. The technician was able to find it due to rain / water that was coming from the roof into the gas furnace area. We are not a roofer. We could not fix this issue on the roof due to the pitch of the roof and because it was raining outside. We cleaned the burners again and got the system up and running. We told customer that he needed to get roof fixed inorder to fix the problem. See Invoice #***. Customer saved $on that visit. Customer called on 12/05/wanting to speak with management. *** *** called customer and spoke with him regarding the issues he was having and told him that we would send out our service manager at no charge to him to verify the diagnosis and to see if there was anything else that we could do to help him with this issue. Brent (service manager) went to customer's home and re-diagnosed that the system is operating properly but that the customer would need to fix the roof inorder for the system not to fail again. The service manager did recommend to replace gas valve due to the amount of water that could cause possible damage to gas valve. Customer stated that he would let us know and would get someone out to repair roof. Prior diagnosis was done correctly. Did not charge for service manager's time. Call was considered warranty. Customer was wanting his money back. A&E Air Conditioning & Heating, LLC does believe that the services performed were chargeable and do not owe the customer any refund. We have already discounted the services on multiple invoices to try and satisfy this customer. A&E Air Conditioning & Heating, LLC warranties is workmanship for one year but we cannot control water damage that is created by a roof leak
Complaint: ***
I am rejecting this response because:It is interesting that A & E generated all three of these invoices only week AFTER filing the complaint This despite the fact that all three technicians promised the invoice would be sent out via email the following business day Each of the three invoices contain charges inconsistent with both prior quotes or actual time spent in service Though I acknowledge that A & E service technicians travel far to come to *** nearly miles from their hub of business, I question the time charged on all of the invoices In fact it is obvious that they are a result of information cobbled together to fabricate a charge in each case consistent with both the customer's and the business's complaints The "discount" for the 1st call was quoted as a charge for the maintenance agreement to waive the quoted $diagnostic fee The actual price for the 2nd call was quoted as a double diagnostic since it was a Saturday and at the time only quoted by the technician as a $discount This after being told by dispatch there would be no charge unless additional repair or replacement were needed This charge despite no advisement by the technician of an additional charge It was supposed to be a service to honor the terms of the maintenance agreement Customer did not know about any leak and maintains that moisture on flue pipe and valve cover were a result of condensation since water had not actually entered the interior of the furnace Yes, there was evidence of a slight separation in the seal at the roof, but not enough to penetrate the firing pipes of a closed heating system Leak has since been fixed - AFTER the 3rd call Stated "discount" from 3rd service call was the result of conversation with *** *** in which arrangements were made for the service manager to come out to correct and inspect at no charge - and no further charges were assessed In fact there were no real discounts given for the 1st service calls The company is guilty of price-gouging to justify the charges and their inability to produce verifiable invoices for such a long time indicate their attempts to extract extra money for performing the same service times That is the cleaning of the interior valve and firing mechanism I appreciate that Mr*** was willing to send out the service manager a 3rd time, especially due to my location However the fact that none of the succeeding technicians had to perform any service different from that performed by the 1st technician does not indicate any evidence that the problem was actually caused by water in the interior The service manager even acknowledged that such moisture could be a result of condensation though he reminded me that he didn't actually see it on the rain date.For this reason, I am requesting that only the original for the 1st call and an additional charge of diagnostic on a Saturday of be charged This would make the total dollars.I have paid dollars, so I request a refund of dollars only to my credit card to compensate A & E for 2nd and 3rd calls This is a compromise.If I do not receive this refund within calendar days of this date, I will file for a chargeback with my credit card company for dollars based on the company's inability to justify the charge
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***
Tell us why here...I have spoken with *** *** and we agreed on an amount she would pay us for the services we providedShe stated she would remove the complaint with the Revdex.com, and in return we would remove the lein on the home
A&E Air Conditioning & Heating, LLC originally received a call from Mr*** on 11/25/stating that heater is not working. A&E Air Conditioning & Heating, LLC responded to the service call on the same day. Our technician originally went out to diagnose the
problem. Customer agreed to purchase a maintenance agreement and the technician performed the fall maintenance check at that time and did not charge the customer for the service call and repair since he purchased the agreement. See Attached invoice # ***. Customer saved $on that service call that day. Customer did purchase a maintenance agreement with our company for $which included the fall check that our technician *** performed on that same day. He checked flame sensor, cleaned burners, checked operation of system, changed customer provided filter and check pressure readings. System was running properly when we left. Did not see any issues with flue pipe and it was not raining on this day. Customer never mention any issues of water leaking. Customer called back on 12/03/which was a Saturday and it was pouring down rain. We had several inches of rain in the last couple of days. Customer's complaint was unit was not heating and pilot was not lighting. Dispatch told customer that we would waive the $diagnostic fee and would send a technician out the same day and see what was going on with system. Did advise customer while he was on the phone that there would be a fee repair was not related to maintenance that was done on 11/25/2016. Customer agreed and we sent our technician (***) out to service call in ***. *** (technician) found that where the roof and roof jack connected, there was a small hole that needed to be sealed by a roofer with roof sealant. The hole was very small and not real visible. The technician was able to find it due to rain / water that was coming from the roof into the gas furnace area. We are not a roofer. We could not fix this issue on the roof due to the pitch of the roof and because it was raining outside. We cleaned the burners again and got the system up and running. We told customer that he needed to get roof fixed inorder to fix the problem. See Invoice #***. Customer saved $on that visit. Customer called on 12/05/wanting to speak with management. *** *** called customer and spoke with him regarding the issues he was having and told him that we would send out our service manager at no charge to him to verify the diagnosis and to see if there was anything else that we could do to help him with this issue. Brent (service manager) went to customer's home and re-diagnosed that the system is operating properly but that the customer would need to fix the roof inorder for the system not to fail again. The service manager did recommend to replace gas valve due to the amount of water that could cause possible damage to gas valve. Customer stated that he would let us know and would get someone out to repair roof. Prior diagnosis was done correctly. Did not charge for service manager's time. Call was considered warranty. Customer was wanting his money back. A&E Air Conditioning & Heating, LLC does believe that the services performed were chargeable and do not owe the customer any refund. We have already discounted the services on multiple invoices to try and satisfy this customer. A&E Air Conditioning & Heating, LLC warranties is workmanship for one year but we cannot control water damage that is created by a roof leak
Complaint: ***
I am rejecting this response because:It is interesting that A & E generated all three of these invoices only week AFTER filing the complaint This despite the fact that all three technicians promised the invoice would be sent out via email the following business day Each of the three invoices contain charges inconsistent with both prior quotes or actual time spent in service Though I acknowledge that A & E service technicians travel far to come to *** nearly miles from their hub of business, I question the time charged on all of the invoices In fact it is obvious that they are a result of information cobbled together to fabricate a charge in each case consistent with both the customer's and the business's complaints The "discount" for the 1st call was quoted as a charge for the maintenance agreement to waive the quoted $diagnostic fee The actual price for the 2nd call was quoted as a double diagnostic since it was a Saturday and at the time only quoted by the technician as a $discount This after being told by dispatch there would be no charge unless additional repair or replacement were needed This charge despite no advisement by the technician of an additional charge It was supposed to be a service to honor the terms of the maintenance agreement Customer did not know about any leak and maintains that moisture on flue pipe and valve cover were a result of condensation since water had not actually entered the interior of the furnace Yes, there was evidence of a slight separation in the seal at the roof, but not enough to penetrate the firing pipes of a closed heating system Leak has since been fixed - AFTER the 3rd call Stated "discount" from 3rd service call was the result of conversation with *** *** in which arrangements were made for the service manager to come out to correct and inspect at no charge - and no further charges were assessed In fact there were no real discounts given for the 1st service calls The company is guilty of price-gouging to justify the charges and their inability to produce verifiable invoices for such a long time indicate their attempts to extract extra money for performing the same service times That is the cleaning of the interior valve and firing mechanism I appreciate that Mr*** was willing to send out the service manager a 3rd time, especially due to my location However the fact that none of the succeeding technicians had to perform any service different from that performed by the 1st technician does not indicate any evidence that the problem was actually caused by water in the interior The service manager even acknowledged that such moisture could be a result of condensation though he reminded me that he didn't actually see it on the rain date.For this reason, I am requesting that only the original for the 1st call and an additional charge of diagnostic on a Saturday of be charged This would make the total dollars.I have paid dollars, so I request a refund of dollars only to my credit card to compensate A & E for 2nd and 3rd calls This is a compromise.If I do not receive this refund within calendar days of this date, I will file for a chargeback with my credit card company for dollars based on the company's inability to justify the charge
Regards,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***