Fresh Air Heating & Cooling

Initial Business Response / [redacted] (1000, 5, 2015/11/06) */ The system in question was diagnosed on 06/12/to have a leakThe air handler coil was not replaced until 07/14/ I can understand the frusturation with the refrigerantThere is a big difference between the 1.5lbs and 7lbsWe can only go off what our technician put down as usedWhat we do know is that your specific AC [redacted] comes from the factory charged with lbsWith a leaky evaporator coil the refrigerant would be low at the time of repair Fresh Air uses flat rate pricing as do most mobile service companiesAll materials and labor are in this one priceIf we did not properly estimate this repair we could not charge you moreFor example, If we had needed 12lbswe would not have charged you more nor would charge less Below are the part numbers: Air Handler Coil: 3401557024(Koch Air Part#) Pan: [redacted] Air Part#) Filter Drier: PXXXXXXXs (Koch Air Part#) Koch Air is Carrier's StLouis distributor Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The system WAS charged up at time of leak to hold over till later repair/part(special order)_...The leak was hard to find because was so small(techs words)..so failure was over a long period of timeThe unit would not have lost over half of its capacity in a short weeks...I could see lbsover that time.....Why would the Tech tell me lbsand company charge me for lbs.?...He had a couple of already used canisters and was deciding on which one had the least in it to use for the needed...I PURPOSELY attended and acquired amounts of installation because of previous concerns on amount charged....Not asking the correct questions earlier I was not certain of my "facts"...but this instance I am positiveThe drier was a Totaline?? part worth 35-dollars even with a 100% markup still only 2/3rds of my special "discounted" priceThe part numbers are not something I can verify easily...but if you are kind of to relay the "specifications" of the coil installed that would help to compare with one originally installed Final Consumer Response / [redacted] (1500, 9, 2015/11/09) */

Complaint: ***
I am rejecting this response because:
A company does not have to be "authorized" to work with an insurance company*** *** *** (***) had given me an authorization to use a non-contracted company because they did not have anyone who could service us fast enough. Since Fresh Air was unwilling to call *** at the time, another company had to be sent and I incurred additional fees. *** disregarded their diagnosis since it ended up being incorrectFresh Air wanted to replace the entire fan blower motor when the module only needed to be replace (a much less expensive repair). I am requesting that my service fee be refunded since I had to have another company come out and incurred additional fee's and because the diagnosis wasn't even correct
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThe unit has been fixed after replacement of the module, not the entire motorThank you for taking responsibility for what transpired
Sincerely,
*** ***

Fresh Air does stand behind our work but we were not given an opportunity You did not call Fresh Air to have any of this work repaired We are sorry that you had so many days without cooling but that would not have been the case if we were called We are able to reach all our
customers within a hour period. I have spoken with the manufacturer of the Turbo capacitor He stated that of the million they manufacturer and sell each year, he has never heard of one catching the unit on fire Given that it is very rare for a capacitor to burn up the inside panel, I would like some additional information. More commonly this type of damage is caused by a lightning strike or power issue(I reviewed weather reports in the area and there were strong thunderstorms the days after we performed our work.) Please provide the following information: Written statements from both the Trane Factory Representative and the Representative from *** Heating and Cooling stating that the Turbo capacitor caused the damageA location that Fresh Air or it's insurance agent can inspect the damaged unitAll receipts related to the amount stated in your requestAs far as the refrigerant that we replaced, that is a large amount to be put into any unit But that was necessary to get the unit cooling The repair was not declined You signed a leak sheet explaining our refrigerant policy.(attached) It was relayed to our technician that you had previously had refrigerant added to the system by the installing company. Therefore, our technician advised that you call the installing company because many times there are labor warranties, Fresh Air would have charged you the full amount to perform a leak search and for all refrigerantThank you, *** ***

Mr. [redacted], I will refund the $89.  I apologize for all of the miscommunication from beginning to end.  I hope that the other company was able to take care of you.  Please expect a check within the next couple days.

Thank you for bringing this to our attention.  I have someone from our office contacting you now to resolve this.  We are not an authorized contractor for any home insurance companies.  If we were made aware at the original call that you had a home warranty we would have recommended...

you call your insurance company to find authorized dealers.  With all that said we didn't follow protocol either.  We called the home warranty company for you even though it is against our company policy.  We will help you complete this transaction and get it resolved.  I apologize for the inconvenience.

Initial Business Response /* (1000, 5, 2015/11/06) */
The system in question was diagnosed on 06/12/2015 to have a leak. The air handler coil was not replaced until 07/14/2015.
I can understand the frusturation with the refrigerant. There is a big difference between the 1.5lbs and 7lbs. We...

can only go off what our technician put down as used. What we do know is that your specific AC [redacted] comes from the factory charged with 13.9 lbs. With a leaky evaporator coil the refrigerant would be low at the time of repair.
Fresh Air uses flat rate pricing as do most mobile service companies. All materials and labor are in this one price. If we did not properly estimate this repair we could not charge you more. For example, If we had needed 12lbs. we would not have charged you more nor would charge less.
Below are the part numbers:
Air Handler Coil: 3401557024(Koch Air Part#)
Pan: [redacted] Air Part#)
Filter Drier: PXXXXXXXs (Koch Air Part#)
Koch Air is Carrier's St. Louis distributor.

Initial Consumer Rebuttal /* (3000, 7, 2015/11/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The system WAS charged up at time of leak to hold over till later repair/part(special order)_...The leak was hard to find because was so small(techs words)..so failure was over a long period of time. The unit would not have lost over half of its capacity in a short 4 weeks...I could see 1.5 lbs. over that time.....Why would the Tech tell me 1.5 lbs. and company charge me for 7 lbs.?...He had a couple of already used canisters and was deciding on which one had the least in it to use for the 1.5 needed...I PURPOSELY attended and acquired amounts of installation because of previous concerns on amount charged....Not asking the correct questions earlier I was not certain of my "facts"...but this instance I am positive. The drier was a Totaline?? part worth 35-40 dollars even with a 100% markup still only 2/3rds of my special "discounted" price... The part numbers are not something I can verify easily...but if you are kind of to relay the "specifications" of the coil installed that would help to compare with one originally installed.
Final Consumer Response /* (1500, 9, 2015/11/09) */