Heating and Cooling Experts, LLC

I am rejecting this response because:
They number one have never shown any GPS records or phone records that show they did infact show up at my property. I have phone records as well as a camera system that never recorded their technician. Ultimately this is just an unprofessional company that required 4 attempts to fix a leak that another company repaired in their first attempt. 
Regards,
[redacted]

As she stated, she is a home warranty customer.  We installed the part that was provided through her home warranty.  If there were problems after the install we offer warranty labor and parts and would have been more than happy to address the issues for her.  We will not be issuing...

any refund as services were rendered and when we left the job everything was working properly.

When we were contracted out to Ms. [redacted]’s home through her home warranty, her main complaint was water leaking into her attic. We were sent out to see if the air conditioner was the source of the water leak.  When we were at the home, the temperatures were freezing and below outside, so we...

examined the water in the attic and explained to her that the air conditioner is not causing this, and that in order for an air conditioner to generate water and leak, it would have to be running, and seeing that the weather is freezing and below at this time of year it is not from her air conditioner.  We did not cut or leave anything open in her attic, this is simply not true.  We will not be refunding her the $75.00 copayment fee that she paid us, as this was a fee through her warranty company for our trip out. This is a non negotiable fee, and we will not be refunding this.

Had this company out, tech was very friendly, and got us back up and running same day.
I was pleased with the services provided

There should have not been a 2nd copay paid. That you will have to take up with your warranty company, there is nothing we can do about the stopped payment amount, as that was your personal decision to do so.thank you.

Heating and Cooling Experts were sub-contracted by my Homebuyer's Warranty company [redacted] Warranty).
This has been a very poor customer experience at best. My furnace is not working properly, and we are in the early part of heating season. The technician arrived and did not even introduce himself before trying to step into my house. He was not courteous, and seemed interested only in leaving and getting to the next job.
In evaluating the furnace, the tech identified that it needed a new circuit board and likely some sort of a new gas control valve. I called repeatedly over the next two weeks to this company and the warranty company for updates - neither ever called me to provide any status update, but recommended I take my time to call the other company for updates on parts.
Fast forward two weeks when the circuit board finally is available, the technician arrives at my house (does not introduce himself to my wife) but before doing any work informs my wife that he does not know why he was sent out without the replacement valve. I found out today that the valve was not ordered 3 weeks ago, it was ordered the day the tech arrived with the new circuit board - two weeks after the first assessment.
I understand that parts are not always immediately available - this is not the problem. I'm angry first about never being provided ANY status updates, being instructed to call ON MY OWN to find the status of the replacement parts, and that the technician knew a second part was needed but that part WAS NOT ORDERED at the same time as the first. My house has been in the mid 50's in the morning on more than one occasion already without bitter cold winter temperatures yet. I cannot plan whether I need to get space heaters or not because Heating and Cooling Experts simply are not keeping me informed.
Not ordering both parts at the initial visit was either an oversight or lack of effort; based on the other parts of this experience it certainly feels like it is more the latter. I don't get mad if things do not go smoothly - I get mad when people don't even try.

This is a home warranty customer, not a customer of ours. We were sub contracted out here to look at this air conditioner.  At the time of service in June, there was a refrigerant leak outside that our technician detected and repaired.  We then preformed a pressure check and all was...

working will with no other leaks in the unit at that time.  The warranty company that contracted us out did not cover to add all the refrigerant, they only covered part of it.  We were paid $400 in total by the homeowner, not anywhere close to the $725 that he is stating.  We are sorry to hear that 5 months later they are experiencing issues with their unit, but through is warranty service he has a 30-day warranty on service calls, worded in their contract. We would also like to point out that air conditioners, weather they are being used or not, are always under pressure and can develop a leak at any time.  We stand behind our diagnosis and repair, but cannot predict the future. The unit was working and not leaking when we left in June and because of this we will not be issuing a refund.

I am sorry that Mrs. [redacted] is not satisfied with our company, but there is nothing that we can do to help her in this matter.  Her claim was denied by her warranty for not only it allegedly improper blade size but also ( as she lists in her complaint) maintenance issues with the unit. This...

means that she did not have the unit properly maintained( as her warranty company indicates ) and this possibly led to the issues shes having with her system.  We have absolutely no records indicating that we  have ever installed a blade for Mrs. [redacted] but even if we or any other company had she still would have been denied on the grounds of poor maintenance of the unit. We are sorry that her claim was denied by another in network contractor, but at this time there is nothing we can do to assist her.

This is a home warranty customer, not a customer of ours. We were sub contracted out here to look at this air conditioner.  At the time of service in June, there was a refrigerant leak outside that our technician detected and repaired.  We then preformed a...

pressure check and all was working will with no other leaks in the unit at that time.  The warranty company that contracted us out did not cover to add all the refrigerant, they only covered part of it.  We were paid $400 in total by the homeowner, not anywhere close to the $725 that he is stating.  We are sorry to hear that 5 months later they are experiencing issues with their unit, but through is warranty service he has a 30-day warranty on service calls, worded in their contract. We would also like to point out that air conditioners, weather they are being used or not, are always under pressure and can develop a leak at any time.  We stand behind our diagnosis and repair, but cannot predict the future. The unit was working and not leaking when we left in June and because of this we will not be issuing a refund.

This customer was contracted to us by his home warranty.  His home warranty company ordered all parts for his repair and we had no control over where they ordered the m or when they became available. We simply install the parts we are supplied with. We installed this part the warranty company...

on ordered the next business day after it became available. Again, we had no control over where they ordered it or how long the wait would be for the part, and without that part we could not get the a/c repaired. We have communicated with his wife and/or girlfriend on numerous occasions and so did their warranty company. In regards to the $400 non covered amount that the home warranty company  said was due. Obviously we will not be refunding that as services were rendered, and again we had no control over when the warranty company supplied part came in. Also, we never missed an appointment and were not late for the final repair appointment so I do not know what he is referring to.These warranty company customers do not seem to understand that we are simply the middleman, we did not order this equipment or have control over its availability or wait time on ordering.

We were contacted to Mr. [redacted]'s house through a home warranty that he has, this is not actually our customer. On our initial visit we repaired a minor refrigerant leak.  The only charges Mr. [redacted] was responsible for were a copay (which the warranty company decides the amount of)...

and a percentage of the refrigerant cost and the warranty company he has covers the rest.  After our initial repair Mr. [redacted] contacted his warranty to let them know he was again having air conditioning issues and they contacted us to go back out.  We set an appointment with Mr. [redacted] on 7-1-15 between the hours on 8am and 12 pm.  On 7-1-15 we called Mr. [redacted] and knocked on his door and did not get an answer, the appointment had been missed by Mr. [redacted].  Later the day he called our office and stated no one from our company had showed for the appointment that was set.  We then let Mr. [redacted] know that we had in fact called him and knocked on his door and did not get a response.  Mr. [redacted] then got extremely rude with our receptionist and started yelling at her and demanding that we come back out.  We then let Mr. [redacted] know that we have all of our calls recorded and our service trucks have GPS navigation on them so we have proof that we did call and knock to try to render service.  Mr. [redacted] then became belligerent and demeaning to our female receptionist, and at that time we called his warranty company to see what they wanted us to do and they informed us  that they were sending another company in network to come out and service him. Through his warranty if he pays refrigerant charges and a copay to one in network company if another in network company comes out to complete the repairs the customer does not have to repay that, so because Mr. [redacted] paid us the copay and charges for refrigerant he did not have to repay that to the second company.  Due to this fact that these charges would have been due no matter that in network company came out and Mr. [redacted] did not have to pay the second company out, we will not be refunding him the money he paid due to this.

There really is no resolution proposed by this company. They basically said that they didn't do what they actually did in my attic. They have been rude and disrespectful of both me and my home. The man who came stated that he cut the duct to look inside to see if there was water. Now the company says he didn't. They were not called due to water coming through the roof, but for water coming out of the AC duct into my living room. There was frost inside the AC duct. The problem occurs when temps go from below freezing to above. We now have repair work scheduled with [redacted]. I think they really are experts, unlike this company, and they [redacted] have been nothing but professional in our dealings.  I have since cancelled my home warranty. If they send workers like those at Expert Heating & Cooling LLC, we can do better finding our own people. 
Regards,
[redacted] [redacted]

I have several issues with the company but will highlight my biggest problems. As I've been 2 weeks with no air conditioning and have two toddlers at my home.
1: staff
-the staff is a joke at best, the first tech that came to my home did not introduce himself nor did he have a clue what he was doing. He arrived with my air conditioning system working sporadically and left with it not working at all
-the front office manager (Stephanie) can be described by many names I will not use on this site but is very rude, impatient; speaking over me when I'm explaining my situation. And hung up on my fiancé and I both.
2: the service
- what service (enough said)
3: customer satisfaction:
- there isn't any, none! This company obviously cares nothing about their customers!
STAY AWAY! YOUVE BEEN WARNED!