Hank's Service, Inc.

Hank's Service would like to clarify and respond to Ms .[redacted]'s response. Hank's Service strives to provide good service to our customers. We honor our warranties. We did not do anything wrong. We also are stating the facts. First fact I would like to clarify that this was not a "leaking or disconnected pipe". It was a clogged/ backed up condensate drain pipe. We concluded that this possibly was due to a dirty condenser, and improper sloped condensate pipe. As long as the air conditioner runs the condensation(water) needs to drain out this pipe located in her attic to outside. Ms. [redacted] agreed to this work paid and signed the invoice/contract. Second fact, we went to her home on her request to diagnose water leaking into her home. We had never serviced any equipment at this home before. Our technician did clear the drain line, and made an adjustment to the 2nd float switch. On our invoice (contract) there is no warranty for labor or parts listed. We did not replace any parts. The technician also told her there was other repairs that should/could be done to prevent this from happening again. Third fact, two weeks later we went back to her home on her request due to water leaking into her home again. A different technician went to diagnose. He took a picture while in the attic. He told her his recommendations, which was to raise the air handler and place it on Styrofoam blocks rather than wood. The wood that the unit sat on had obvious water damage and was rotting. Raising the unit would have also raised the slope of the condensate pipe to ensure better drainage. Code upgrades which were installing drain controls, (SS1 & Pan Switch), and a new Emergency Drain Pan. He also told her she needed to have her equipment cleaned. Dirty coils, dirty air filters are very common culprits for clogging the condensate drain. She was offered service the next day, but never agreed to pay for the service. We did not charge her for this service call. Forth fact, the company that did go to her home also cleared the drain, and they cleaned the condenser coil. They also installed a "code upgrade" breather pipe. She was charged $424.43 for these repairs, not $111.50 as she reported earlier. (see copy of invoice) Fifth fact, we did talk to her several times in our office. The technicians did not go to her home a third time because she never agreed or approved the preventative necessary repairs. Our office tried to call Ms [redacted] 3 times on 9/2/2015. The 4th attempt we reached her husband relayed the specific repairs, and the amounts., and asked to have her call us to schedule, she never did. (See letter with estimate) Sixth fact, the owner did call Ms. [redacted]'s boss's mother. His mother Gloria is a longtime customer. We had received a complaint filed with Angie's List under [redacted] C. (her son's name see Angie's List complaint). We were investigating why [redacted] would file a complaint against us when we had never done service for him. We were not successful reaching [redacted], so the owner called Gloria. We were called by [redacted]'s office manager [redacted] who informed us that Ms. [redacted] works for [redacted] and used his Angie's List account to file an untrue complaint that "[redacted]" was unhappy with the work we did, and wanted his money back. [redacted] assured us that she would have the complaint removed. Ms. [redacted] recently purchased her home. This would require a home inspection. This report could possibly help settle this matter. After our inspection we concluded that the issues she was having with her HVAC equipment were not new problems. The photo shows there had been previous water damage. We were more than willing to return and do "necessary preventative" repairs. We were not willing to do the work for free. No one from our company ever claimed any responsibility for the backed up condensate drain line or any of the water damage. We also never offered or agreed to do any repairs or home improvements for free. We are not stealing or out "preying" on little old people or anyone with little money. We are sorry Ms. [redacted] has had a difficult time, but believe this campaign is unjustified. I apologize for the lengthy response, but feel it is necessary to defend our reputation.

Complaint: [redacted]
I am rejecting this response because:The response from Hank's Service Company is a complete misrepresentation of the facts, which isn't surprising considering the history of the way they have handled themselves up until now.Granted, I was upset that I had two huge water bubbles in my ceiling, but I never insisted that the cable guys were at fault. When the technician asked me if anyone had been in the attic, I told him only TW Cable guys.The reported results of the technician's inspection are completely inaccurate according to the technician who fixed the problem correctly, my husband and a friend who was in the a/c business for over 20 years. There may have been dirty water in the pan, but that pan held water just fine. This technician told me that he would say whatever I wanted. In other words, he would write whatever I wanted on the bill. When he said he couldn't rule in the TW cable guys creating the problem, and he couldn't rule it out, I told HIM that I didn't think it was fair to pin the whole bill on them and I asked him to please write down exactly what he did so I could share it with the TW Cable technicians. When the sheetrock guys showed up and discovered that the ceiling was still leaking, I contacted Hank's. They sent someone else to take a look. He was very interested in helping and promised me a crew dedicated to fixing that leak first thing the next morning. He then went on to tell me that the entire system in the attic needed to be reworked. At a cost of over $2000. I politely told him I didn't have that kind of money and I was only interested in fixing the leak.At that point, he and Hank's dispatch stopped returning my calls. They did NOT show up the next morning and as I've said, wouldn't return my calls. So I called another company, they came out, diagnosed and fixed the problem for $115. Hank's charged me $339 for nothing as far as I'm concerned because the leak was not FIXED. They also owe me for the add'l sheet rock repair I had to do since the a/c leaked for 10-11 days before we realized the leak was still there. As I said in my original complaint, I wrote them a letter explaining the situation and asking for a refund. They didn't reply after two weeks so I filed this complaint.In the meantime, the owner of this business had the audacity to try to contact me through my BOSS'S MOTHER for crying out loud. He called my employer's mother to complain about what I was doing. Unbelievable! That is entirely unprofessional and inappropriate. In addition, I have absolutely no reason to believe these pictures are of my a/c unit in my attic. It's the first I've seen of them so if the tech didn't show them to me when he was here, where did they come from? The only way to know for sure is for me to climb up into that crawl space to take a look. Which I'm not going to do.I'm extremely angry that they have continued to twist the facts to make it seem as though they are the victim here. I'm the one who is out $339 plus the sheet rock work. I've submitted all of the information, including a copy of the bill from the second a/c company that fixed the problem permanently. I want a full refund and I'm not going to back down just because the owner is being a bully. 
Regards,
[redacted]