H & H Service Company, Inc.

I called H & H Service Cn the morning of 6/9/to have our air conditioning unit checked out The technician said we needed a whole new unit He charged me a $service fee, which I paid Another company came in the same day and replaced a small part in AC unit That technician said he couldn't believe H & H lied and tried to get us for a whole new unitI never appreciate being lied to and charged premium money

Complaint: ***
I am rejecting this response because: I accept the $refund, but I do not accept everything that was said by H & H The comment stating that I said the system was running rough since last summer is a lie! I didn't even live in this house last summer! I did not take possession of this house until 10/21/ That was my settlement date with the realtor
Regards,
*** ***

In Nov 2014, we had a roof replacement The roofers accidently made nail holes on the AC pipe that goes from the outside unit to the attic unit I did not know it until June H&H sent two guys, patched the holes, and said everything looks fine It was a tough job because the holes were on the section of the line that was at the edge of the roof The AC was working ok for that summerBut in May 2016, we found out the outside unit is out of Freon gas So, I called H&H again, and they again sent two guys As soon as one guy arrived, he pointed out that the caps on the outside unit are greasy and said that's a sign of leakSo he quickly tightened them And then the two guys spent hours to find no leak on the line But they then said they cannot reach the section of the line where the other guys did patch work for nail holes in So they reported that the line may have leak so they recommend line replacement The house is sale pending, so the buyer wanted t

I certify the following is accurate to the best of my ability. To the best of our knowledge, this is the first Revdex.com complaint we’ve ever had since we began in (years and 25,000+ residential service calls). General Comments:This customer asked us to withdraw a professional assessment
of a potential source of a leak in his air conditioning system to advance a real estate sale. Customer appears to have written the complaint after the deal fell apart. Customer has since sold the property for more than $6,over asking price on 7/29/See *** . (Please see photo #(attached) for a picture of the outdoor unit in question and how the line set travels straight up the house into a narrow corner of the roof.) Both realtors involved in the failed transaction are surprised by this Revdex.com complaint and are available for comment. Customer has never communicated with our company regarding this complaintThe potential buyer’s agent suggested that that buyer was just looking for an excuse not to buy the house and that buyer had nit-picked other items in the home. Customer has conflated and misstated facts in his complaint, and some comments may rise to the level of civil defamation. Our reaction to the complaint:Our company became aware of this complaint on August 22, 2016. The next day, we reached out to the customer’s real estate agent to inquire whether the customer would be comfortable discussing the complaint with us. Customer’s real estate agent relayed that customer wanted an $refund to withdraw his complaint. I explained to the real estate agent that the request was unfair and unreasonable and that I would like to talk to the customer about the complaint. Customer later texted real estate agent that he did not want to speak with me. Synopsis of service History:Our technicians serviced the air conditioning system on prior occasions. On 6/9/2015, two technicians were dispatched to repair holes in the insulated copper line set caused by errant roofing nails when the house was re-roofed. The work required 2-men because one had to ease and hold the copper line set out of the edge of the soffit while the other repaired two holes from outside the house. After repair, the system held a vacuum of microns and was fully recharged. Nominal performance was returned. The second man left at the completion of 2-man work while the other cleaned up the job site. Almost a year later, 5/19/2016, one technician returned to investigate an air conditioner that was not cooling. Customer met the Technician #at the house and directed Technician #to “check everything” while repairing the inoperative system“Checking everything” entailed examining two air conditioners, two heating systems and electric baseboard throughout the houseCustomer left immediately after receiving Technician #into the premises. Technician #found the previously serviced unit empty of R-410A refrigeration charge. Technician #recharged the unit, returned the unit to full serviceability, and searched for the source of the leak. Technician #was unable to find a leak, but was also unable to reach a portion of the attic to examine the copper line set. Technician #2, a much smaller-statured person, was dispatched and crawled into the attic’s smaller spaces to examine the line set. While technician #was searching for a leak, technician #made a thorough check of the remaining air conditioning system, both heat systems, and the electric baseboard as requested by the customer. Technicians worked together to remove a portion of the soffit, but were unable to reach a small section of the line set. Technician #departed, and Technician #cleaned up the job site, completed paperwork, and placed a copy on the counter for customer. Technicians both agreed that given the apparent age of the copper line set and its prior perforation, it’s possible that other pinholes may exist in the inaccessible area and that that area could be the source of the leak. Technician #appropriately included a line set replacement recommendation on the service ticket to communicate with the customer and to document for our records in case we got a call back.At customer’s request, we made an additional visit to the property on 6/6/2016. Technician #was directed by the customer to check the refrigeration charge in the unit, verify furnace operation and ensure that all the baseboard heaters were working. (Apparently, the buyer’s HVAC expert noted inoperative baseboard heating but did not realize the circuit breaker was off). Technician #noted all systems functioning normally. Previous conversation with customer before complaint:I actually spoke to the customer on or about 6/8/after all service visits were completed and approximately weeks prior to the Revdex.com complaint. Customer had called our office frustrated at our technician’s assessment that his 30+ year old insulated copper line set was a potential cause of the recent refrigerant leak. I overheard our staff member’s last conversation with the customer and observed the highest levels of courtesy and professionalism. Because I could tell that the customer did not like what our staff member was telling him, I called this customer a few minutes later.During my conversation, I explained our technician’s concerns about the portion of the line set we could not examine due to: the inaccessible installation (extreme edge of a corner roof soffit), the more than years of wear, and the line set’s close proximity to many other roofing nails in a narrow spaceCustomer expressed concern about the technician’s recommendation because he was selling the house and asked us to remove the expert assessment. I told him that our comments were written specifically for the home-owner in an effort to prevent additional service calls to refill a system with a leak that was very difficult find. I further told him that it would be a breach of integrity and professionalism to hide our professional concerns. However, in an attempt to advance his sale, I offered to bring my service manager and myself to meet with him, his potential buyer, both realtors and the buyer’s HVAC technician to fully explain the assessment at no charge. Customer accepted my offer, and thanked me for my willingness to help. Our Courtesy Visit to the propertyOur service manager and I met with customer’s real estate agent , the interested buyer, the buyer’s real estate agent, and the buyer’s HVAC technician. Customer did not to attend. At the conclusion of the un-billed 2-hour meeting, the buyer’s HVAC expert agreed with our assessment that it’s possible that a very-difficult-to-diagnose-leak (pin-hole leak) could exist in the narrow soffit area of the house. Both HVAC companies agreed that a leak obviously existed somewhere, but was not manifest at that time. Further, both HVAC experts determined that the indoor air handler and the outdoor unit had been replaced without replacing existing insulated copper line set. In addition, the indoor coil within the indoor air handler appeared to have been replaced after the indoor and outdoor units were replaced. Both companies explained to the buyer that there was no urgent need to replace the line set until another leak manifest itself because the system was operating normally. However, the seller’s real estate agent offered to replace the line set at her cost, to assuage the potential buyer’s concerns. To help further, we offered to replace the line set at our cost (a discount of about $over the “rate” quote we provided the day prior.) Specific reply to customer’s averments (Customer complaint in Black underline) In Nov 2014, we had a roof replacementThe roofers accidently made nail holes on the AC pipe that goes from the outside unit to the attic unitI did not know it until June H&H sent two guys, patched the holes, and said everything looks fineIt was a tough job because the holes were on the section of the line that was at the edge of the roofThe AC was working ok for that summerBut in May 2016, we found out the outside unit is out of Freon gas.(accurate) So, I called H&H again, and they again sent two guys.(H&H dispatched one technician, initially.) As soon as one guy arrived, he pointed out that the caps on the outside unit are greasy and said that's a sign of leak.(Customer left immediately and did not converse with technician)So he quickly tightened them.(Caps were not loose. They had an oily reside inside that was likely there since the last repair.) And then the two guys spent hours to find no leak on the lineBut they then said they cannot reach the section of the line where the other guys did patch work for nail holes in So they reported that the line may have leak so they recommend line replacement.(The analysis was based on the condition of the line set and the elimination of all other sections as the cause of the leak. Technician #was on site hours, Technician #was on site hours.) The house is sale pending, so the buyer wanted the line replacement. (I was present when the seller’s agent offered to pay for line set replacement at her personal expense. I offered to perform the service immediately and reduce our pricing to our company’s cost, a $savings over the previously quoted price We have no knowledge of what the buyer wanted.) I could not do it because H&H guaranteed last year that the line is fine after the patch work. (We guarantee our workmanship for year. The two repair patches we applied did not fail. Customer could have replaced the line set, but chose not to, after receiving our estimate.) And the fact that the caps on the unit were loose is not on the report. (Caps were not loose; they simply held a small amount of oil in the threads.) I asked for a follow up check up, so H&H sent one guy to do a follow up checkHe found no problem, and reported that everything looks okBut because the buyer saw the initial report, they wanted further confirmation from H&HH&H sent people again (third visit), and this time with the buyer party.(Essentially accurate; however, the meeting occurred because I offered it to the customer as a courtesy and then coordinated it with both real estate agents.) This time, H&H repeated what they said in the initial report, saying they suspect a possible leak, but cannot inspect the particular section, so recommend not just the line but also the entire unit. (WE DID NOT RECOMMEND REPLACING THE ENTIRE UNIT. Both agents will verify. However, there was an acknowledgement that the coil inside the indoor air handler had been replaced after installation of the air handler. At the meeting, we suggested to the buyer and all present that it’s reasonable that no action be taken unless the leak manifested itself again; the unit was functioning properly at that time. However, if the leak returned, we recommended replacing the line set unless the leak was found somewhere else. Despite our recommendation to stay action, the customer’s agent offered to pay to replace the line set to help close the deal. We offered to do the work at cost to help the deal. CUSTOMER WAS NOT PRESENT AT THIS MEETING.) The buyer walked away. (According to buyer’s real estate agent, the buyer walked away because he preferred new construction and this house was more than years old. The agent advised that the potential buyer had been nit-picking everything and that the HVAC line set issue was not the primary concern. Both agents thanked our company for our efforts to advance the sale and complimented our company’s professional service, assessment, and communication skills.) Then I called in a different company last week (July 5th)He came out and found that the problem was the fan motor and circuit board on the outside unit, and not the lineHe replaced both, and everything is perfect now.(Circuit boards and fan motors are unrelated to refrigerant leaks. The fan motor and circuit board manifested no apparent problems. It is possible the board and the motor failed later. It is also possible that this customer was duped by an unscrupulous contractor who unnecessarily replaced perfectly functional parts. Our company made three visits and the buyer’s HVAC expert made two visits; NO ONE found a problem with the fan motor or the circuit board. Again, the system was performing perfectly when we left the meeting.) First, I wonder why H&H always send two guys when the customers have to pay double for labor.(As clearly stated above, two technicians were present only when absolutely necessary and for the absolute minimum amount of time.) Second, when they were able to reach the section and patch the holes last year, why are they now say they cannot reach the section?(There was a section, deeper inside than the nail holes, that was not accessible without cutting the line set. We did not try to access it during the repair because we didn’t need to; we had sealed the nail holes and verified system integrity. Our technicians were barely able to move the punctured section of the line set outside the structure without cutting the line set. It was a tricky and very skillful repair that saved the customer money over cutting the line set.) Third, they sent out at least four different guys this yearNone of them could notice that the unit (caps, motor fan), not the line, has a problem.(None of those problems existed when we made four visits or when the buyer’s HVAC expert made two separate inspections. Unless those failures occurred after all HVAC technicians had visited, the customer was duped. Even if those problems had existed, they would have had nothing to do with a refrigeration charge problem.) I believe they wanted to seize the opportunity to make money by threatening the buyer that the unit needs to be replaced. (Again, this was never spoken and the customer was not present. We were willing to give up all profit to help this customer’s sale and, along with the buyer’s HVAC expert, we all encouraged the buyer that there was nothing to be done unless the problem manifest itself again. Absolutely no threats, expressed, implied or coerced, were conveyedThis language is defamatory to our company’s professional reputation.) Fourth, I kept telling them that the very first guy noted leaks on the caps and tightened them. (Customer was not present while the first technician worked. First technician observed a small amount of oil on the threads of the caps. The caps were not loose. Technician #is not certain if he made mention of oil on the cap threads, but he is certain he did not say the caps were loose.) They keep ignoring this fact, eventually misleading the buyer.(Customer is fixated on the caps and wanted us to hide our legitimate concerns from the buyer. All persons at the meeting, including the buyer, felt fully informed, and no one felt misled. I spoke at length with the buyer in the presence of his HVAC expert and both realtors.) Fifth, now I've lost money to pay them over $for nothing (for the first visit and for the second visit; the third visit was on them). (We billed $for the first visit and $for the second visit. The jobs were invoiced at our standard rates, and we delayed other customers, already on the schedule, to help this customer. The invoices precisely matched the services provided at the customer’s request.) Again, $for the first visit includes labor for two people.(As stated above, both technicians were necessary and gainfully employed while on site together. The second technician came after and left before the first technician based on need.) On top of that, the buyer walked away, so the actual loss is much more. (As stated above, customer sold the house for $6,more than his asking price AFTER this complaint was made.) Sixth, sometimes, I call the office, and the lady in the office giggles when I say my nameIt's humiliating.(There are three female staff members who regularly answer the phone. None of them have ever behaved unprofessionally, and all employees know that immediate termination results for disrespect, of any kind. Moreover, I overheard the entirety of his last call and observed the highest level of professionalism and courtesy. This comment is highly questionable.) Conclusion It appears that this customer is fixated on an inconclusive piece of information, i.ethat there was oil inside the caps covering the access ports. With R-410A refrigerant, virtually every time gauges are removed after servicing, a small amount of vapor with oil will end up on the threads of the access port. When the cap is replaced, the oil transfer from the threads of the port to the threads of the cap. This is analogous to removing a bicycle tire pump from a tire and feeling a small puff of air as the pump is removed. If there was moisture in that air, it would end up on the stem threads and transfer to the cap when the cap was replaced. Technician #does not remember telling the customer about a small amount of oil on the threads of the cap, but he is positive he did not tell the customer that the refrigerant leak was caused by “loose caps” because he knew that was not the case. In fact, there was no leak when Technician #diagnosed the system. It is not unreasonable for this customer, frustrated by the real estate selling process, to misunderstand what was happening and then further bolster his improper conclusion by conflating a “purported” repair of a fan motor and circuit board with a refrigerant leak; the two repairs are apples and oranges. I would have been pleased to explain this to the customer, had I been given the opportunity. However, the magnitude of the factual misstatements and the tone of his nefarious conclusions about our company’s motives are defamatory. We take a complaint of any type very seriously. We very rarely get negative feedback, but when we do, we take immediate action. In this case, there is nothing actionable or quantifiable in the complaint that suggests the customer is entitled to any refund. I hope the Revdex.com realizes our company did all the right things and went the extra mile to help this customer. I ask that you dismiss this complaint and restore our A+ rating. Our entire company is available at your convenience to restore our company’s reputation and rating at the Revdex.com. Please call me on my cell ###-###-#### if you have any questions or if I can provide any additional information. We are happy to appear in person if desired. Very respectfully, David AH***General Manager

Our company upholds the highest levels of professionalism and integrity, and we are disappointed *** *** thinks we tried to sell him something he didn't need. Although the course of action chosen by the second contractor worked, we don't think it will last long. Our technician, who
has more than years’ experience with our company, accurately diagnosed that the customer needs a new compressor. *** *** paid by check for the diagnosis, and we expected that he would want us to replace the compressorWe had no idea he was unhappy until we received the Revdex.com complaintUpon receiving the Revdex.com complaint, our service manager called *** *** to try to explain the situation. *** *** said he did not want to talk about it, and that the other contractor told him we were trying to rip him off. I had *** *** on the phone, briefly, to try to explain what I will describe below, but he was unable to talk. I have been unable to reach him on four subsequently attempted calls.*** ***'s system is estimated to be more than years old. The name plate was illegible. *** *** described that his unit was not cooling and that the compressor had been running rough and making noise since last summer. Our technician observed a loud grinding noise and vibration as the compressor tried to start. The compressor that reached "locked rotor" amp draw, and the unit shut off on safety. Because the system appeared old, and because *** *** described that the compressor was running rough last year, our technician determined that the compressor was wearing out internally. Higher power draws and rough operation are tell-tale signs. Because the compressor has not completely failed, it was possible for another contractor to add an additional capacitor to provide the increased current level necessary to make the compressor function; however that was not our technician's recommended course of action because our technician was concerned that a "hard start" capacitor would be a short-lived success that would leave the customer without air conditioning as we are approaching the hot summer months when all contractors are very busy and often unable to respond for days. It was a mistake for our technician not to explain why he was forgoing the “hard start capacitor” course of action, but he didn't want to waste the customer's money on an ill-fated repair. Moreover, our technician wanted to ensure this elder gentleman regained a reliable system while we had availability in our service schedule and while temperatures were still bearableOur technician told *** *** and documented on his service ticket that *** *** should get a new compressor, not a new system. We can only surmise that *** *** mis-heard or mis-spoke when he told the second contractor that our company recommended full system replacement. Apparently, the second contractor took the opportunity to rile *** ***'s ire by accusing us of trying to over bill for something he didn't need. Our company hasn’t been successful for more than years by ripping people offWe don’t blame *** *** for reacting to the second contractor’s statements; his reaction is not unreasonable. Sadly, the ripping off occurred by the second contractor looking to make a quick buck without fully understanding and solving *** ***’s real problemWe have not deposited *** ***’s check, and we are returning it to him with a letter that explains what is described herein. We feel sad that he has been needlessly riled. Our “refund” is our way of apologizing for not clearly articulating why we recommended compressor replacement in lieu of a quick but short-lived/band-aid repair

I certify the following is accurate to the best of my ability
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To the best of our knowledge, this is the first Revdex.com complaint we’ve ever had since we began in (years and 25,000+ residential service calls)
General Comments:
This customer asked us to withdraw a professional assessment of a potential source of a leak in his air conditioning system to advance a real estate sale. Customer appears to have written the complaint after the deal fell apart. Customer has since sold the property for more than $6,over asking price on 7/29/See *** . (Please see photo #(attached) for a picture of the outdoor unit in question and how the line set travels straight up the house into a narrow corner of the roof.) Both realtors involved in the failed transaction are surprised by this Revdex.com complaint and are available for comment. Customer has never communicated with our company regarding this complaintThe potential buyer’s agent suggested that that buyer was just looking for an excuse not to buy the house and that buyer had nit-picked other items in the home. Customer has conflated and misstated facts in his complaint, and some comments may rise to the level of civil defamation
Our reaction to the complaint:
Our company became aware of this complaint on August 22, 2016. The next day, we reached out to the customer’s real estate agent to inquire whether the customer would be comfortable discussing the complaint with us. Customer’s real estate agent relayed that customer wanted an $refund to withdraw his complaint. I explained to the real estate agent that the request was unfair and unreasonable and that I would like to talk to the customer about the complaint. Customer later texted real estate agent that he did not want to speak with me
Synopsis of service History:
Our technicians serviced the air conditioning system on prior occasions.
On 6/9/2015, two technicians were dispatched to repair holes in the insulated copper line set caused by errant roofing nails when the house was re-roofed. The work required 2-men because one had to ease and hold the copper line set out of the edge of the soffit while the other repaired two holes from outside the house. After repair, the system held a vacuum of microns and was fully recharged. Nominal performance was returned. The second man left at the completion of 2-man work while the other cleaned up the job site.
Almost a year later, 5/19/2016, one technician returned to investigate an air conditioner that was not cooling. Customer met the Technician #at the house and directed Technician #to “check everything” while repairing the inoperative system“Checking everything” entailed examining two air conditioners, two heating systems and electric baseboard throughout the houseCustomer left immediately after receiving Technician #into the premises. Technician #found the previously serviced unit empty of R-410A refrigeration charge. Technician #recharged the unit, returned the unit to full serviceability, and searched for the source of the leak. Technician #was unable to find a leak, but was also unable to reach a portion of the attic to examine the copper line set. Technician #2, a much smaller-statured person, was dispatched and crawled into the attic’s smaller spaces to examine the line set. While technician #was searching for a leak, technician #made a thorough check of the remaining air conditioning system, both heat systems, and the electric baseboard as requested by the customer. Technicians worked together to remove a portion of the soffit, but were unable to reach a small section of the line set. Technician #departed, and Technician #cleaned up the job site, completed paperwork, and placed a copy on the counter for customer. Technicians both agreed that given the apparent age of the copper line set and its prior perforation, it’s possible that other pinholes may exist in the inaccessible area and that that area could be the source of the leak. Technician #appropriately included a line set replacement recommendation on the service ticket to communicate with the customer and to document for our records in case we got a call backAt customer’s request, we made an additional visit to the property on 6/6/2016. Technician #was directed by the customer to check the refrigeration charge in the unit, verify furnace operation and ensure that all the baseboard heaters were working. (Apparently, the buyer’s HVAC expert noted inoperative baseboard heating but did not realize the circuit breaker was off). Technician #noted all systems functioning normally
Previous conversation with customer before complaint:
I actually spoke to the customer on or about 6/8/after all service visits were completed and approximately weeks prior to the Revdex.com complaint. Customer had called our office frustrated at our technician’s assessment that his 30+ year old insulated copper line set was a potential cause of the recent refrigerant leak. I overheard our staff member’s last conversation with the customer and observed the highest levels of courtesy and professionalism. Because I could tell that the customer did not like what our staff member was telling him, I called this customer a few minutes laterDuring my conversation, I explained our technician’s concerns about the portion of the line set we could not examine due to: the inaccessible installation (extreme edge of a corner roof soffit), the more than years of wear, and the line set’s close proximity to many other roofing nails in a narrow spaceCustomer expressed concern about the technician’s recommendation because he was selling the house and asked us to remove the expert assessment. I told him that our comments were written specifically for the home-owner in an effort to prevent additional service calls to refill a system with a leak that was very difficult find. I further told him that it would be a breach of integrity and professionalism to hide our professional concerns. However, in an attempt to advance his sale, I offered to bring my service manager and myself to meet with him, his potential buyer, both realtors and the buyer’s HVAC technician to fully explain the assessment at no charge. Customer accepted my offer, and thanked me for my willingness to help
Our Courtesy Visit to the property
Our service manager and I met with customer’s real estate agent , the interested buyer, the buyer’s real estate agent, and the buyer’s HVAC technician. Customer did not to attend. At the conclusion of the un-billed 2-hour meeting, the buyer’s HVAC expert agreed with our assessment that it’s possible that a very-difficult-to-diagnose-leak (pin-hole leak) could exist in the narrow soffit area of the house. Both HVAC companies agreed that a leak obviously existed somewhere, but was not manifest at that time. Further, both HVAC experts determined that the indoor air handler and the outdoor unit had been replaced without replacing existing insulated copper line set. In addition, the indoor coil within the indoor air handler appeared to have been replaced after the indoor and outdoor units were replaced. Both companies explained to the buyer that there was no urgent need to replace the line set until another leak manifest itself because the system was operating normally. However, the seller’s real estate agent offered to replace the line set at her cost, to assuage the potential buyer’s concerns. To help further, we offered to replace the line set at our cost (a discount of about $over the “rate” quote we provided the day prior.)
Specific reply to customer’s averments (Customer complaint in Black underline)
In Nov 2014, we had a roof replacementThe roofers accidently made nail holes on the AC pipe that goes from the outside unit to the attic unitI did not know it until June H&H sent two guys, patched the holes, and said everything looks fineIt was a tough job because the holes were on the section of the line that was at the edge of the roofThe AC was working ok for that summerBut in May 2016, we found out the outside unit is out of Freon gas.(accurate)
So, I called H&H again, and they again sent two guys.(H&H dispatched one technician, initially.)
As soon as one guy arrived, he pointed out that the caps on the outside unit are greasy and said that's a sign of leak.(Customer left immediately and did not converse with technician)
So he quickly tightened them.(Caps were not loose. They had an oily reside inside that was likely there since the last repair.)
And then the two guys spent hours to find no leak on the lineBut they then said they cannot reach the section of the line where the other guys did patch work for nail holes in So they reported that the line may have leak so they recommend line replacement.(The analysis was based on the condition of the line set and the elimination of all other sections as the cause of the leak. Technician #was on site hours, Technician #was on site hours.)
The house is sale pending, so the buyer wanted the line replacement. (I was present when the seller’s agent offered to pay for line set replacement at her personal expense. I offered to perform the service immediately and reduce our pricing to our company’s cost, a $savings over the previously quoted price We have no knowledge of what the buyer wanted.)
I could not do it because H&H guaranteed last year that the line is fine after the patch work. (We guarantee our workmanship for year. The two repair patches we applied did not fail. Customer could have replaced the line set, but chose not to, after receiving our estimate.)
And the fact that the caps on the unit were loose is not on the report. (Caps were not loose; they simply held a small amount of oil in the threads.)
I asked for a follow up check up, so H&H sent one guy to do a follow up checkHe found no problem, and reported that everything looks okBut because the buyer saw the initial report, they wanted further confirmation from H&HH&H sent people again (third visit), and this time with the buyer party.(Essentially accurate; however, the meeting occurred because I offered it to the customer as a courtesy and then coordinated it with both real estate agents.)
This time, H&H repeated what they said in the initial report, saying they suspect a possible leak, but cannot inspect the particular section, so recommend not just the line but also the entire unit. (WE DID NOT RECOMMEND REPLACING THE ENTIRE UNIT. Both agents will verify. However, there was an acknowledgement that the coil inside the indoor air handler had been replaced after installation of the air handler. At the meeting, we suggested to the buyer and all present that it’s reasonable that no action be taken unless the leak manifested itself again; the unit was functioning properly at that time. However, if the leak returned, we recommended replacing the line set unless the leak was found somewhere else. Despite our recommendation to stay action, the customer’s agent offered to pay to replace the line set to help close the deal. We offered to do the work at cost to help the deal. CUSTOMER WAS NOT PRESENT AT THIS MEETING.)
The buyer walked away. (According to buyer’s real estate agent, the buyer walked away because he preferred new construction and this house was more than years old. The agent advised that the potential buyer had been nit-picking everything and that the HVAC line set issue was not the primary concern. Both agents thanked our company for our efforts to advance the sale and complimented our company’s professional service, assessment, and communication skills.)
Then I called in a different company last week (July 5th)He came out and found that the problem was the fan motor and circuit board on the outside unit, and not the lineHe replaced both, and everything is perfect now.(Circuit boards and fan motors are unrelated to refrigerant leaks. The fan motor and circuit board manifested no apparent problems. It is possible the board and the motor failed later. It is also possible that this customer was duped by an unscrupulous contractor who unnecessarily replaced perfectly functional parts. Our company made three visits and the buyer’s HVAC expert made two visits; NO ONE found a problem with the fan motor or the circuit board. Again, the system was performing perfectly when we left the meeting.)
First, I wonder why H&H always send two guys when the customers have to pay double for labor.(As clearly stated above, two technicians were present only when absolutely necessary and for the absolute minimum amount of time.)
Second, when they were able to reach the section and patch the holes last year, why are they now say they cannot reach the section?(There was a section, deeper inside than the nail holes, that was not accessible without cutting the line set. We did not try to access it during the repair because we didn’t need to; we had sealed the nail holes and verified system integrity. Our technicians were barely able to move the punctured section of the line set outside the structure without cutting the line set. It was a tricky and very skillful repair that saved the customer money over cutting the line set.)
Third, they sent out at least four different guys this yearNone of them could notice that the unit (caps, motor fan), not the line, has a problem.(None of those problems existed when we made four visits or when the buyer’s HVAC expert made two separate inspections. Unless those failures occurred after all HVAC technicians had visited, the customer was duped. Even if those problems had existed, they would have had nothing to do with a refrigeration charge problem.)
I believe they wanted to seize the opportunity to make money by threatening the buyer that the unit needs to be replaced. (Again, this was never spoken and the customer was not present. We were willing to give up all profit to help this customer’s sale and, along with the buyer’s HVAC expert, we all encouraged the buyer that there was nothing to be done unless the problem manifest itself again. Absolutely no threats, expressed, implied or coerced, were conveyedThis language is defamatory to our company’s professional reputation.)
Fourth, I kept telling them that the very first guy noted leaks on the caps and tightened them. (Customer was not present while the first technician worked. First technician observed a small amount of oil on the threads of the caps. The caps were not loose. Technician #is not certain if he made mention of oil on the cap threads, but he is certain he did not say the caps were loose.)
They keep ignoring this fact, eventually misleading the buyer.(Customer is fixated on the caps and wanted us to hide our legitimate concerns from the buyer. All persons at the meeting, including the buyer, felt fully informed, and no one felt misled. I spoke at length with the buyer in the presence of his HVAC expert and both realtors.)
Fifth, now I've lost money to pay them over $for nothing (for the first visit and for the second visit; the third visit was on them). (We billed $for the first visit and $for the second visit. The jobs were invoiced at our standard rates, and we delayed other customers, already on the schedule, to help this customer. The invoices precisely matched the services provided at the customer’s request.)
Again, $for the first visit includes labor for two people.(As stated above, both technicians were necessary and gainfully employed while on site together. The second technician came after and left before the first technician based on need.)
On top of that, the buyer walked away, so the actual loss is much more. (As stated above, customer sold the house for $6,more than his asking price AFTER this complaint was made.)
Sixth, sometimes, I call the office, and the lady in the office giggles when I say my nameIt's humiliating.(There are three female staff members who regularly answer the phone. None of them have ever behaved unprofessionally, and all employees know that immediate termination results for disrespect, of any kind. Moreover, I overheard the entirety of his last call and observed the highest level of professionalism and courtesy. This comment is highly questionable.)
Conclusion
It appears that this customer is fixated on an inconclusive piece of information, i.ethat there was oil inside the caps covering the access ports. With R-410A refrigerant, virtually every time gauges are removed after servicing, a small amount of vapor with oil will end up on the threads of the access port. When the cap is replaced, the oil transfer from the threads of the port to the threads of the cap. This is analogous to removing a bicycle tire pump from a tire and feeling a small puff of air as the pump is removed. If there was moisture in that air, it would end up on the stem threads and transfer to the cap when the cap was replaced. Technician #does not remember telling the customer about a small amount of oil on the threads of the cap, but he is positive he did not tell the customer that the refrigerant leak was caused by “loose caps” because he knew that was not the case. In fact, there was no leak when Technician #diagnosed the system.
It is not unreasonable for this customer, frustrated by the real estate selling process, to misunderstand what was happening and then further bolster his improper conclusion by conflating a “purported” repair of a fan motor and circuit board with a refrigerant leak; the two repairs are apples and oranges. I would have been pleased to explain this to the customer, had I been given the opportunity. However, the magnitude of the factual misstatements and the tone of his nefarious conclusions about our company’s motives are defamatory.
We take a complaint of any type very seriously. We very rarely get negative feedback, but when we do, we take immediate action. In this case, there is nothing actionable or quantifiable in the complaint that suggests the customer is entitled to any refund. I hope the Revdex.com realizes our company did all the right things and went the extra mile to help this customer. I ask that you dismiss this complaint and restore our A+ rating. Our entire company is available at your convenience to restore our company’s reputation and rating at the Revdex.com. Please call me on my cell ###-###-#### if you have any questions or if I can provide any additional information. We are happy to appear in person if desired
Very respectfully,
David AH***
General Manager

I AM RESPONDING TO MR. LEE'S COMMENTS DIRECTLY.First, the H&H is now making all those comments in defense of the complaint.  I made it clear to my communication with them that I have a strong intent to file a complaint at Revdex.com, and the manager's response was "do what you gotta do". (RESPONSE:  CUSTOMER NEVER COMMUNICATED THE DESIRE TO FILE A Revdex.com COMPLAINT WITH ANYONE IN THE OFFICE.  NO ONE UTTERED THE WORDS "DO WHAT YOU GOTTA DO" ANY CUSTOMER.  SUCH A RESPONSE WOULD SUBJECT THE EMPLOYEE TO IMMEDIATE TERMINATION.  I AM THE GENERAL MANAGER.  CUSTOMER NEVER SAID THIS TO ME.  CUSTOMER AND I ONLY SPOKE ONE TIME, AND THAT WAS WHEN I EXPLAINED THE FACTS AND OFFERED TO GO BACK TO THE PROPERTY TO EXPLAIN THE SITUATION TO THE POTENTIAL BUYER.)Second, the real estate agent and I just had a phone conversation to verify that they "strongly" suggested there must be something wrong inside the unit as well as the pipe, leading the then-buyer and their agent to believe that the entire unit needs to be replaced. (RESPONSE: I SPOKE WITH THE REALTOR, CHRISTINE WALKER AND SHE INSISTS THAT SHE DID NOT SAY THIS.  MRS. WALKER IS AVAILABEL AT ###-###-#### OR [redacted] TO CONFIRM THIS INACCURATE STATEMENT.  ADDITIONALLY, THE BUYER'S REAL ESTATE AGENT, MICHELLE K[redacted], IS ALSO AVAILABLE TO EXPLAIN THAT WE DID NOT COMMUNICATE THIS COMMENT TO THE BUYER.  MOREOVER, MICHELLE WILL EXPLAIN THAT THE BUYER WAS NIT-PICKING THE HOUSE AND PREFERRED NEW CONSTRUCTION.  [redacted] ###-###-####)Third, I have no idea what H&H mean by $6,100 higher than asking price.  I suppose they are not familiar with real estate data base.  I sold it much lower price AFTER ?% of seller's help. (RESPONSE. PER THE PUBLICLY AVAILABLE REAL ESTATE WEBSITE I PREVIOUSLY PROVIDED A LINK TO WHICH LISTS ASKING AND SELLING PRICE.  LIST PRICE $239,000  SALES PRICE $246,000. [redacted]  Fourth, after all, I've spent so much money for NOTHING.  The other company came out and found out it was a lot simpler problem with a cheap fix.  And please note that after two months of operation, the unit is working impeccably.  I know no company is perfect.  But H&H not only did a poor job but also damaged my finance further by fueling incorrect and unreasonable information to the potential buyer.   I paid about $800 for their service.  But what's not counted here is my loss from a few more mortgage payment and actually dropping the price of the house. (RESPONSE. CUSTOMER RECIEVED REPAIR OF TWO NAIL HOLES ON THE FIRST VISIT, RECHARGING OF THE SYSTEM ON THE SECOND VISIT, AND A CUSTOMER-REQUESTED REANALYSIS ON THE THIRD VISIT.  CUSTOMER GOT A 4TH VISIT TO EXPLAIN THE SYSTEM FOR FREE.  OUR COMPANY COMPLETED A VERY DIFFICULT REPAIR IN A COST SAVING MANNER ON THE FIRST VISIT, FULLY VERIFIED OPERATION OF THE SYSTEM AFTER THE SECOND REPAIR, AND VALIDATED OUR WORK ON THE THIRD REPAIR.  BASED ON MY IMPRESSIONS OF THE MEETING AT THE SITE, AS WELL AS THE IMPRESSIONS OF BOTH REALTORS, OUR COMAPNY DID NOT HARM THE SALE.  MOREOVER, SELLER'S REAL ESTATE AGENT OFFERED TO REPLACE THE 30+ YEAR OLD LINE SET AT HER COST, BUT THE POTENTIAL BUYER DECLINED.  CUSTOMER INCORRECTLY THINKS THAT A CIRCUIT BOARD AND CONDENSER FAN MOTOR, WHICH WERE FUNCTIONING PERFECTLY DURING 4 SITE VISITS, WAS THE CAUSE OF HIS LEAK.  A FAN MOTOR AND A CIRCUIT BOARD CANNOT LEAK REFRIGERANT.  EITHER THE MOTOR AND CIRCUIT BOARD FAILED AFTER THE 4TH VISIT, OR THE CUSTOMER WAS DECEIVED BY AN UNSCRUPULOUS HVAC TECHNICIAN LOOKING TO MAKE A BUCK VIA AN UNNECESSARY REPAIR.)Fifth, I do not wish to talk with the company because their attitude was condescending when I was asking for answers and helps.  There was a time when their receptionist (Sue?) was giggling over the phone when I called them a few times in a row.  Back then they did not want to talk with me.  (RESPONSE.  NO ONE AT OUR COMPANY HAS EVER BEEN CONDESCENDING OF ANY CUSTOMERS.  I SPOKE WITH CUSTOMER, AND HE SEEMED VERY PLEASED WE WERE WILLING TO HELP AT THE 4TH MEETING.  OUR DISPATCHER, SUE, IS A FABULOUSLY PROFESSIONAL AND COURTEOUS EMPLOYEE WHO NEVER TREATS PEOPLE WITH DISRESPECT.  I OVERHEARD HER LAST CONVERSATION WITH THIS CUSTOMER AND SHE WAS VERY POLITE AND DID NOT GIGGLE.And so on.   H&H is making false defense by stepping back and say they didn't do what they did.  I cannot accept their response. (RESPONSE.  OUR ENTIRE COMPANY AS WELL AS BOTH REALTORS ARE AVAILABLE FOR A FACE-TO-FACE MEETING TO CLARIFY THIS ISSUE.  THE FACTS PRESENTED BY THIS CUSTOMER ARE INACCURATE.  OUR COMPANY HAS BEEN IN BUSINESS FOR 47 YEARS WITHOUT A Revdex.com COMPLAINT.  WE TAKE CARE OF CUSTOMERS.  WE FIXED LEGITIMATE PROBLEMS FOR THIS CUSTOMER AND ARE WILLING TO EXPLAIN THE ISSUES AND ANSWER ANY QUESTIONS IN Revdex.com'S OFFICE.)

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:My responses are below their comments.
I AM RESPONDING TO MR. [redacted]'S COMMENTS DIRECTLY.First, the H&H is now making all those comments in defense of the complaint.  I made it clear to my communication with them that I have a strong intent to file a complaint at Revdex.com, and the manager's response was "do what you gotta do". (RESPONSE:  CUSTOMER NEVER COMMUNICATED THE DESIRE TO FILE A Revdex.com COMPLAINT WITH ANYONE IN THE OFFICE.  NO ONE UTTERED THE WORDS "DO WHAT YOU GOTTA DO" ANY CUSTOMER.  SUCH A RESPONSE WOULD SUBJECT THE EMPLOYEE TO IMMEDIATE TERMINATION.  I AM THE GENERAL MANAGER.  CUSTOMER NEVER SAID THIS TO ME.  CUSTOMER AND I ONLY SPOKE ONE TIME, AND THAT WAS WHEN I EXPLAINED THE FACTS AND OFFERED TO GO BACK TO THE PROPERTY TO EXPLAIN THE SITUATION TO THE POTENTIAL BUYER.)I think his name is Bill. But I'm not sure about it.  Anyway, all he did was arguing that the company could not approach the approx. 2 ft spot for a leak test, and that they have to provide a recommendation to change the entire pipe.  NOW, let me ask the company this.  You guys fixed the spot in the previous year.  And how come you are now saying you cannot access the spot for a leak test?  I also asked him, given the situation, when you don't even know for sure there is a leak or not, how can you say you suspect there may be a leak and so recommend replacing the entire pipe?  Yes, it's true I asked them to consider removing the recommendation FOR YOUR OWN PROFESSIONALISM. You fixed the spot the previous year.  You said everything seems ok.  I understand there may be another leak that you couldn't identify before or even developed after you fixed the pipe.  But if you cannot find any leak hole or are not capable of finding a leak hole, the first step should be looking at other places.  Again, that's professional competency, so I can't blame you for not detecting the true problem.  My point here is, you sent out two guys for the initial call, and another guy for the second, costing me $800, for NOTHING.  And then, although I was lucky enough to sell the property, it's my fortune, not yours.  You didn't mind causing me thousands of dollars of loss due to the fall-through of the deal.  Again, there was NO problem with the pipe line.Second, the real estate agent and I just had a phone conversation to verify that they "strongly" suggested there must be something wrong inside the unit as well as the pipe, leading the then-buyer and their agent to believe that the entire unit needs to be replaced. (RESPONSE: I SPOKE WITH THE REALTOR, CHRISTINE WALKER AND SHE INSISTS THAT SHE DID NOT SAY THIS.  MRS. WALKER IS AVAILABEL AT (717) 579-8554 OR[redacted] TO CONFIRM THIS INACCURATE STATEMENT.  ADDITIONALLY, THE BUYER'S REAL ESTATE AGENT, MICHELLE K[redacted], IS ALSO AVAILABLE TO EXPLAIN THAT WE DID NOT COMMUNICATE THIS COMMENT TO THE BUYER.  MOREOVER, MICHELLE WILL EXPLAIN THAT THE BUYER WAS NIT-PICKING THE HOUSE AND PREFERRED NEW CONSTRUCTION. [redacted] (717) 497-3630)Yes, talk to my agent, Christine Walker.  And here's the point.  At that last meeting with all parties, the H&H told the buyer's party that it looks like there may be something wrong to the unit as well.  Given the context of the conversation, and the fact that this was during a real estate transaction, a comment like that carries a heavier weight.  And H&H would be disingenuous to say that they had no intent to convince the buyer to ask me to replace the unit as well as the pipe.  I think the H&H will now say they had no intent.  But then I would argue that they were not professional.  Again, they obviously did not know the problem.  Then your professional assessment should have been "unidentifiable".Third, I have no idea what H&H mean by $6,100 higher than asking price.  I suppose they are not familiar with real estate data base.  I sold it much lower price AFTER ?% of seller's help. (RESPONSE. PER THE PUBLICLY AVAILABLE REAL ESTATE WEBSITE I PREVIOUSLY PROVIDED A LINK TO WHICH LISTS ASKING AND SELLING PRICE.  LIST PRICE $239,000  SALES PRICE $246,000.[redacted] Fourth, after all, I've spent so much money for NOTHING.  The other company came out and found out it was a lot simpler problem with a cheap fix.  And please note that after two months of operation, the unit is working impeccably.  I know no company is perfect.  But H&H not only did a poor job but also damaged my finance further by fueling incorrect and unreasonable information to the potential buyer.   I paid about $800 for their service.  But what's not counted here is my loss from a few more mortgage payment and actually dropping the price of the house. (RESPONSE. CUSTOMER RECIEVED REPAIR OF TWO NAIL HOLES ON THE FIRST VISIT, RECHARGING OF THE SYSTEM ON THE SECOND VISIT, AND A CUSTOMER-REQUESTED REANALYSIS ON THE THIRD VISIT.  CUSTOMER GOT A 4TH VISIT TO EXPLAIN THE SYSTEM FOR FREE.  OUR COMPANY COMPLETED A VERY DIFFICULT REPAIR IN A COST SAVING MANNER ON THE FIRST VISIT, FULLY VERIFIED OPERATION OF THE SYSTEM AFTER THE SECOND REPAIR, AND VALIDATED OUR WORK ON THE THIRD REPAIR.  BASED ON MY IMPRESSIONS OF THE MEETING AT THE SITE, AS WELL AS THE IMPRESSIONS OF BOTH REALTORS, OUR COMAPNY DID NOT HARM THE SALE.  MOREOVER, SELLER'S REAL ESTATE AGENT OFFERED TO REPLACE THE 30+ YEAR OLD LINE SET AT HER COST, BUT THE POTENTIAL BUYER DECLINED.  CUSTOMER INCORRECTLY THINKS THAT A CIRCUIT BOARD AND CONDENSER FAN MOTOR, WHICH WERE FUNCTIONING PERFECTLY DURING 4 SITE VISITS, WAS THE CAUSE OF HIS LEAK.  A FAN MOTOR AND A CIRCUIT BOARD CANNOT LEAK REFRIGERANT.  EITHER THE MOTOR AND CIRCUIT BOARD FAILED AFTER THE 4TH VISIT, OR THE CUSTOMER WAS DECEIVED BY AN UNSCRUPULOUS HVAC TECHNICIAN LOOKING TO MAKE A BUCK VIA AN UNNECESSARY REPAIR.)I wonder who's less professional here.  The H&H who didn't mind sharing inaccurate speculation with a customer in the middle of real estate transaction, or the other company that sent one technician, who spent 30 minutes carefully examining the unit and line, and fixed the problem.  In fact, that technician asked me the exact same question, "why do they say they cannot access the particular spot when they fixed it last year?"Fifth, I do not wish to talk with the company because their attitude was condescending when I was asking for answers and helps.  There was a time when their receptionist (Sue?) was giggling over the phone when I called them a few times in a row.  Back then they did not want to talk with me.  (RESPONSE.  NO ONE AT OUR COMPANY HAS EVER BEEN CONDESCENDING OF ANY CUSTOMERS.  I SPOKE WITH CUSTOMER, AND HE SEEMED VERY PLEASED WE WERE WILLING TO HELP AT THE 4TH MEETING.  OUR DISPATCHER, SUE, IS A FABULOUSLY PROFESSIONAL AND COURTEOUS EMPLOYEE WHO NEVER TREATS PEOPLE WITH DISRESPECT.  I OVERHEARD HER LAST CONVERSATION WITH THIS CUSTOMER AND SHE WAS VERY POLITE AND DID NOT GIGGLE.I hope H&H has recording system for their phone.  IF they do, I advise you to please listen to it.  This manager writes all the "officially and politically" correct statements.  But after all, I was the one at the other end of the line, and this manager was not there at the time.And so on.   H&H is making false defense by stepping back and say they didn't do what they did.  I cannot accept their response. (RESPONSE.  OUR ENTIRE COMPANY AS WELL AS BOTH REALTORS ARE AVAILABLE FOR A FACE-TO-FACE MEETING TO CLARIFY THIS ISSUE.  THE FACTS PRESENTED BY THIS CUSTOMER ARE INACCURATE.  OUR COMPANY HAS BEEN IN BUSINESS FOR 47 YEARS WITHOUT A Revdex.com COMPLAINT.  WE TAKE CARE OF CUSTOMERS.  WE FIXED LEGITIMATE PROBLEMS FOR THIS CUSTOMER AND ARE WILLING TO EXPLAIN THE ISSUES AND ANSWER ANY QUESTIONS IN Revdex.com'S OFFICE.)The manage here is covering up the company's wrongdoing by simply trying to depict my statements as inaccurate.  And I wonder what this manager means by saying "we fixed legitimate problems for this customer."   47 years of service does not guarantee anything and is in fact irrelevant to this case.  Something like this could happen anytime.  You take care of customers by charging them over $800 for practically nothing.  Again, my claim is not just about the $800 I paid.  It extends to what could have been a bigger loss, and resultant stress.  I figured simply asking for refund is a favor to the company.
Please be advised that I am consulting a lawyer for this matter.  At this point I intend to file a lawsuit after careful consideration.  I wish I do not have to take that route.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:
My responses are below their comments.
I AM RESPONDING TO MR. [redacted]'S COMMENTS DIRECTLY.
First, the H&H is now making all those comments in defense of the complaint.  I made it clear to my communication with them that I have a strong intent to file a complaint at Revdex.com, and the manager's response was "do what you gotta do". (RESPONSE:  CUSTOMER NEVER COMMUNICATED THE DESIRE TO FILE A Revdex.com COMPLAINT WITH ANYONE IN THE OFFICE.  NO ONE UTTERED THE WORDS "DO WHAT YOU GOTTA DO" ANY CUSTOMER.  SUCH A RESPONSE WOULD SUBJECT THE EMPLOYEE TO IMMEDIATE TERMINATION.  I AM THE GENERAL MANAGER.  CUSTOMER NEVER SAID THIS TO ME.  CUSTOMER AND I ONLY SPOKE ONE TIME, AND THAT WAS WHEN I EXPLAINED THE FACTS AND OFFERED TO GO BACK TO THE PROPERTY TO EXPLAIN THE SITUATION TO THE POTENTIAL BUYER.)
I think his name is Bill. But I'm not sure about it.  Anyway, all he did was arguing that the company could not approach the approx. 2 ft spot for a leak test, and that they have to provide a recommendation to change the entire pipe.  NOW, let me ask the company this.  You guys fixed the spot in the previous year.  And how come you are now saying you cannot access the spot for a leak test?  I also asked him, given the situation, when you don't even know for sure there is a leak or not, how can you say you suspect there may be a leak and so recommend replacing the entire pipe?  Yes, it's true I asked them to consider removing the recommendation FOR YOUR OWN PROFESSIONALISM. You fixed the spot the previous year.  You said everything seems ok.  I understand there may be another leak that you couldn't identify before or even developed after you fixed the pipe.  But if you cannot find any leak hole or are not capable of finding a leak hole, the first step should be looking at other places.  Again, that's professional competency, so I can't blame you for not detecting the true problem.  My point here is, you sent out two guys for the initial call, and another guy for the second, costing me $800, for NOTHING.  And then, although I was lucky enough to sell the property, it's my fortune, not yours.  You didn't mind causing me thousands of dollars of loss due to the fall-through of the deal.  Again, there was NO problem with the pipe line.
Second, the real estate agent and I just had a phone conversation to verify that they "strongly" suggested there must be something wrong inside the unit as well as the pipe, leading the then-buyer and their agent to believe that the entire unit needs to be replaced. (RESPONSE: I SPOKE WITH THE REALTOR, CHRISTINE WALKER AND SHE INSISTS THAT SHE DID NOT SAY THIS.  MRS. WALKER IS AVAILABEL AT (717) 579-8554 OR[redacted] TO CONFIRM THIS INACCURATE STATEMENT.  ADDITIONALLY, THE BUYER'S REAL ESTATE AGENT, MICHELLE K[redacted], IS ALSO AVAILABLE TO EXPLAIN THAT WE DID NOT COMMUNICATE THIS COMMENT TO THE BUYER.  MOREOVER, MICHELLE WILL EXPLAIN THAT THE BUYER WAS NIT-PICKING THE HOUSE AND PREFERRED NEW CONSTRUCTION. [redacted] (717) 497-3630)
Yes, talk to my agent, Christine Walker.  And here's the point.  At that last meeting with all parties, the H&H told the buyer's party that it looks like there may be something wrong to the unit as well.  Given the context of the conversation, and the fact that this was during a real estate transaction, a comment like that carries a heavier weight.  And H&H would be disingenuous to say that they had no intent to convince the buyer to ask me to replace the unit as well as the pipe.  I think the H&H will now say they had no intent.  But then I would argue that they were not professional.  Again, they obviously did not know the problem.  Then your professional assessment should have been "unidentifiable".
Third, I have no idea what H&H mean by $6,100 higher than asking price.  I suppose they are not familiar with real estate data base.  I sold it much lower price AFTER ?% of seller's help. (RESPONSE. PER THE PUBLICLY AVAILABLE REAL ESTATE WEBSITE I PREVIOUSLY PROVIDED A LINK TO WHICH LISTS ASKING AND SELLING PRICE.  LIST PRICE $239,000  SALES PRICE $246,000.[redacted] 
Fourth, after all, I've spent so much money for NOTHING.  The other company came out and found out it was a lot simpler problem with a cheap fix.  And please note that after two months of operation, the unit is working impeccably.  I know no company is perfect.  But H&H not only did a poor job but also damaged my finance further by fueling incorrect and unreasonable information to the potential buyer.   I paid about $800 for their service.  But what's not counted here is my loss from a few more mortgage payment and actually dropping the price of the house. (RESPONSE. CUSTOMER RECIEVED REPAIR OF TWO NAIL HOLES ON THE FIRST VISIT, RECHARGING OF THE SYSTEM ON THE SECOND VISIT, AND A CUSTOMER-REQUESTED REANALYSIS ON THE THIRD VISIT.  CUSTOMER GOT A 4TH VISIT TO EXPLAIN THE SYSTEM FOR FREE.  OUR COMPANY COMPLETED A VERY DIFFICULT REPAIR IN A COST SAVING MANNER ON THE FIRST VISIT, FULLY VERIFIED OPERATION OF THE SYSTEM AFTER THE SECOND REPAIR, AND VALIDATED OUR WORK ON THE THIRD REPAIR.  BASED ON MY IMPRESSIONS OF THE MEETING AT THE SITE, AS WELL AS THE IMPRESSIONS OF BOTH REALTORS, OUR COMAPNY DID NOT HARM THE SALE.  MOREOVER, SELLER'S REAL ESTATE AGENT OFFERED TO REPLACE THE 30+ YEAR OLD LINE SET AT HER COST, BUT THE POTENTIAL BUYER DECLINED.  CUSTOMER INCORRECTLY THINKS THAT A CIRCUIT BOARD AND CONDENSER FAN MOTOR, WHICH WERE FUNCTIONING PERFECTLY DURING 4 SITE VISITS, WAS THE CAUSE OF HIS LEAK.  A FAN MOTOR AND A CIRCUIT BOARD CANNOT LEAK REFRIGERANT.  EITHER THE MOTOR AND CIRCUIT BOARD FAILED AFTER THE 4TH VISIT, OR THE CUSTOMER WAS DECEIVED BY AN UNSCRUPULOUS HVAC TECHNICIAN LOOKING TO MAKE A BUCK VIA AN UNNECESSARY REPAIR.)
I wonder who's less professional here.  The H&H who didn't mind sharing inaccurate speculation with a customer in the middle of real estate transaction, or the other company that sent one technician, who spent 30 minutes carefully examining the unit and line, and fixed the problem.  In fact, that technician asked me the exact same question, "why do they say they cannot access the particular spot when they fixed it last year?"
Fifth, I do not wish to talk with the company because their attitude was condescending when I was asking for answers and helps.  There was a time when their receptionist (Sue?) was giggling over the phone when I called them a few times in a row.  Back then they did not want to talk with me.  (RESPONSE.  NO ONE AT OUR COMPANY HAS EVER BEEN CONDESCENDING OF ANY CUSTOMERS.  I SPOKE WITH CUSTOMER, AND HE SEEMED VERY PLEASED WE WERE WILLING TO HELP AT THE 4TH MEETING.  OUR DISPATCHER, SUE, IS A FABULOUSLY PROFESSIONAL AND COURTEOUS EMPLOYEE WHO NEVER TREATS PEOPLE WITH DISRESPECT.  I OVERHEARD HER LAST CONVERSATION WITH THIS CUSTOMER AND SHE WAS VERY POLITE AND DID NOT GIGGLE.
I hope H&H has recording system for their phone.  IF they do, I advise you to please listen to it.  This manager writes all the "officially and politically" correct statements.  But after all, I was the one at the other end of the line, and this manager was not there at the time.
And so on.   H&H is making false defense by stepping back and say they didn't do what they did.  I cannot accept their response. (RESPONSE.  OUR ENTIRE COMPANY AS WELL AS BOTH REALTORS ARE AVAILABLE FOR A FACE-TO-FACE MEETING TO CLARIFY THIS ISSUE.  THE FACTS PRESENTED BY THIS CUSTOMER ARE INACCURATE.  OUR COMPANY HAS BEEN IN BUSINESS FOR 47 YEARS WITHOUT A Revdex.com COMPLAINT.  WE TAKE CARE OF CUSTOMERS.  WE FIXED LEGITIMATE PROBLEMS FOR THIS CUSTOMER AND ARE WILLING TO EXPLAIN THE ISSUES AND ANSWER ANY QUESTIONS IN Revdex.com'S OFFICE.)
The manage here is covering up the company's wrongdoing by simply trying to depict my statements as inaccurate.  And I wonder what this manager means by saying "we fixed legitimate problems for this customer."   47 years of service does not guarantee anything and is in fact irrelevant to this case.  Something like this could happen anytime.  You take care of customers by charging them over $800 for practically nothing.  Again, my claim is not just about the $800 I paid.  It extends to what could have been a bigger loss, and resultant stress.  I figured simply asking for refund is a favor to the company.
Please be advised that I am consulting a lawyer for this matter.  At this point I intend to file a lawsuit after careful consideration.  I wish I do not have to take that route.

I AM RESPONDING TO MR. LEE'S COMMENTS DIRECTLY.
First, the H&H is now making all those comments in defense of the complaint.  I made it clear to my communication with them that I have a strong intent to file a complaint at Revdex.com, and the manager's response was "do what you gotta do". (RESPONSE:  CUSTOMER NEVER COMMUNICATED THE DESIRE TO FILE A Revdex.com COMPLAINT WITH ANYONE IN THE OFFICE.  NO ONE UTTERED THE WORDS "DO WHAT YOU GOTTA DO" ANY CUSTOMER.  SUCH A RESPONSE WOULD SUBJECT THE EMPLOYEE TO IMMEDIATE TERMINATION.  I AM THE GENERAL MANAGER.  CUSTOMER NEVER SAID THIS TO ME.  CUSTOMER AND I ONLY SPOKE ONE TIME, AND THAT WAS WHEN I EXPLAINED THE FACTS AND OFFERED TO GO BACK TO THE PROPERTY TO EXPLAIN THE SITUATION TO THE POTENTIAL BUYER.)
Second, the real estate agent and I just had a phone conversation to verify that they "strongly" suggested there must be something wrong inside the unit as well as the pipe, leading the then-buyer and their agent to believe that the entire unit needs to be replaced. (RESPONSE: I SPOKE WITH THE REALTOR, CHRISTINE WALKER AND SHE INSISTS THAT SHE DID NOT SAY THIS.  MRS. WALKER IS AVAILABEL AT ###-###-#### OR [redacted] TO CONFIRM THIS INACCURATE STATEMENT.  ADDITIONALLY, THE BUYER'S REAL ESTATE AGENT, MICHELLE K[redacted], IS ALSO AVAILABLE TO EXPLAIN THAT WE DID NOT COMMUNICATE THIS COMMENT TO THE BUYER.  MOREOVER, MICHELLE WILL EXPLAIN THAT THE BUYER WAS NIT-PICKING THE HOUSE AND PREFERRED NEW CONSTRUCTION.  [redacted] ###-###-####)
Third, I have no idea what H&H mean by $6,100 higher than asking price.  I suppose they are not familiar with real estate data base.  I sold it much lower price AFTER ?% of seller's help. (RESPONSE. PER THE PUBLICLY AVAILABLE REAL ESTATE WEBSITE I PREVIOUSLY PROVIDED A LINK TO WHICH LISTS ASKING AND SELLING PRICE.  LIST PRICE $239,000  SALES PRICE $246,000. [redacted] 
Fourth, after all, I've spent so much money for NOTHING.  The other company came out and found out it was a lot simpler problem with a cheap fix.  And please note that after two months of operation, the unit is working impeccably.  I know no company is perfect.  But H&H not only did a poor job but also damaged my finance further by fueling incorrect and unreasonable information to the potential buyer.   I paid about $800 for their service.  But what's not counted here is my loss from a few more mortgage payment and actually dropping the price of the house. (RESPONSE. CUSTOMER RECIEVED REPAIR OF TWO NAIL HOLES ON THE FIRST VISIT, RECHARGING OF THE SYSTEM ON THE SECOND VISIT, AND A CUSTOMER-REQUESTED REANALYSIS ON THE THIRD VISIT.  CUSTOMER GOT A 4TH VISIT TO EXPLAIN THE SYSTEM FOR FREE.  OUR COMPANY COMPLETED A VERY DIFFICULT REPAIR IN A COST SAVING MANNER ON THE FIRST VISIT, FULLY VERIFIED OPERATION OF THE SYSTEM AFTER THE SECOND REPAIR, AND VALIDATED OUR WORK ON THE THIRD REPAIR.  BASED ON MY IMPRESSIONS OF THE MEETING AT THE SITE, AS WELL AS THE IMPRESSIONS OF BOTH REALTORS, OUR COMAPNY DID NOT HARM THE SALE.  MOREOVER, SELLER'S REAL ESTATE AGENT OFFERED TO REPLACE THE 30+ YEAR OLD LINE SET AT HER COST, BUT THE POTENTIAL BUYER DECLINED.  CUSTOMER INCORRECTLY THINKS THAT A CIRCUIT BOARD AND CONDENSER FAN MOTOR, WHICH WERE FUNCTIONING PERFECTLY DURING 4 SITE VISITS, WAS THE CAUSE OF HIS LEAK.  A FAN MOTOR AND A CIRCUIT BOARD CANNOT LEAK REFRIGERANT.  EITHER THE MOTOR AND CIRCUIT BOARD FAILED AFTER THE 4TH VISIT, OR THE CUSTOMER WAS DECEIVED BY AN UNSCRUPULOUS HVAC TECHNICIAN LOOKING TO MAKE A BUCK VIA AN UNNECESSARY REPAIR.)
Fifth, I do not wish to talk with the company because their attitude was condescending when I was asking for answers and helps.  There was a time when their receptionist (Sue?) was giggling over the phone when I called them a few times in a row.  Back then they did not want to talk with me.  (RESPONSE.  NO ONE AT OUR COMPANY HAS EVER BEEN CONDESCENDING OF ANY CUSTOMERS.  I SPOKE WITH CUSTOMER, AND HE SEEMED VERY PLEASED WE WERE WILLING TO HELP AT THE 4TH MEETING.  OUR DISPATCHER, SUE, IS A FABULOUSLY PROFESSIONAL AND COURTEOUS EMPLOYEE WHO NEVER TREATS PEOPLE WITH DISRESPECT.  I OVERHEARD HER LAST CONVERSATION WITH THIS CUSTOMER AND SHE WAS VERY POLITE AND DID NOT GIGGLE.
And so on.   H&H is making false defense by stepping back and say they didn't do what they did.  I cannot accept their response. (RESPONSE.  OUR ENTIRE COMPANY AS WELL AS BOTH REALTORS ARE AVAILABLE FOR A FACE-TO-FACE MEETING TO CLARIFY THIS ISSUE.  THE FACTS PRESENTED BY THIS CUSTOMER ARE INACCURATE.  OUR COMPANY HAS BEEN IN BUSINESS FOR 47 YEARS WITHOUT A Revdex.com COMPLAINT.  WE TAKE CARE OF CUSTOMERS.  WE FIXED LEGITIMATE PROBLEMS FOR THIS CUSTOMER AND ARE WILLING TO EXPLAIN THE ISSUES AND ANSWER ANY QUESTIONS IN Revdex.com'S OFFICE.)