FIRST A TECH, [redacted] went out on FRIDAY, July 29, 2016, to Mr. [redacted] home, at [redacted], Elk Grove 95624, for a scheduled appointment. He determined that the capacitor was swollen and was not able to hold the charge, function nor could he get a reading when tested...
the capacitor. He informed Mr. [redacted], that the capacitor needs to be replaced , which was the reason why the system would not turn on. [redacted] also informed Mr. [redacted], due to the age of his system, that there might be other issues , (due to the age of the system) which he could not determine until a new/ functioning capacitor is installed. He informed Mr. [redacted], the cost for the dual capacitor would be, $231.00, to which Mr. [redacted] agreed to pay. When [redacted] went back to his vehicle to get the capacitor , he did not have the correct size in stock. He informed Mr. [redacted], that he would go to the store to purchase the correct capacitor and return to install the part. He returned on the same day and installed the correct capacitor. After installation of the capacitor, Mr. [redacted] compressor was working, but his outside fan motor was not working properly and the fan itself was not spinning or working properly. Further diagnostics determined that his outside fan motor needed to be replaced, and Mr. [redacted] was quoted the cost of the motor would be an additional $577.00. Since the unit was 22 yrs. old, [redacted] suggested it would be more cost effective to replace the unit at this point, and offered to do a free Estimate, for which Mr. [redacted] declined, for he was planning to sell the house. Jesse then gave Mr. [redacted] an itemized invoice to replace the condenser fan motor, at a cost of. $577.00, and $231.00 for the capacitor. The customer signed the invoice authorizing the repairs. The customer paid cash for the capacitor, and we would collect the balance once we installed the condenser motor. SECOND: On Saturday, July 30, 2016 we sent [redacted], one of our installers, to install the new motor, and put the original fan blade back on. Upon running the motor it was determined the fan blade was not balanced, which causes the blade to vibrate. On Monday August 1, 2016, [redacted] contacted several HVAC companies to find the blade, but was told by all of them, due to the age of the system (22yrs) , the manufacturers do not make this part anymore. We called the customer and told him we could not find the part, but we could balance it here in the office, customer stated “that was a good idea”. ([redacted] did you or anyone originally quote the customer a price for the fan or the work you did on it? ) THIRD : On Monday, August 8, 2016. [redacted] our tech went there to install the blade , installed it system was working fine but customer told him he spoke to [redacted] and [redacted] told him there is no charge for the motor that he would only be charged for the fan blade, and refused to pay for the motor. At this point, [redacted], our Office Manager contacted [redacted] and asked him if he had told Mr. [redacted] that he would only be charged for the fan blade. [redacted] basically stated, he did not tell the customer that, the customer did call him after his first call, and he told Mr. [redacted] that he would not charge him for the BLADE. He did not say the reverse. [redacted] then contact Mr. [redacted] to discuss his complaint, he was adamant he was not paying $577 for the motor and that [redacted] told him he only had to pay for the fan. In the spirit of good customer service, and Mr. [redacted] refusal to pay, [redacted] decided to offer Mr. [redacted] to pay only our cost, $320 and free labor for the motor, and the fan blade labor (Normally $141.00) which Mr. [redacted] agreed to and said “that makes me happy”. This contradicts Mr. [redacted] original complaint that [redacted] told him he would only have pay for the fan, then he agrees to pay a reduced cost for the motor. At no time did Jaguar threaten to put a lien on his home, especially for $500-600. Nor do we threaten customers under any circumstances. I am not sure I understand how someone is paying a lesser amount, with free labor under “duress” This complaint is without merit. 1. The invoice stands for itself. It states the cost of Motor and Capacitor for which the customer signed and agreed to the terms of payment. 2. The amounts Mr. [redacted] quotes in his complaint is incorrect. 3. [redacted] offered the blade for free because we had not had to purchase a new blade, we found a way to make it work, balanced it, which as stated above, the overall costs we ultimately charged him “made him very happy”. 4. We installed the blade, and the system was working when we left – we did not leave the blade on his “house”. 5. It is customary for any HVAC company to remove any old parts from the customers property, to leave it the property clean and in the same condition as when we arrived.6. What should have been a Est $817.00 charge for parts and labor, we charged the customer $320.00. Our yelp reviews also speak for themselves as to the customer service and efforts to meet our customer’s needs. Mr. [redacted] complaint is somewhat ambiguous which makes it difficult to respond to all he has stated. It is unfortunate that Mr. [redacted] has submitted such an egregious complaint, when all of our staff treated him with respect, and went out of our way to figure out his problem and resolve it. Many AC companies would have refused to even repair such an old system and tell them they just need a new system. I honestly don’t know what more we could have done for Mr. [redacted]. Thank you [redacted]Manager/OwnerJaguar Heating and Air
FIRST A TECH, [redacted] went out on FRIDAY, July 29, 2016, to Mr. [redacted] home, at [redacted], Elk Grove 95624, for a scheduled appointment. He determined that the capacitor was swollen and was not able to hold the charge, function nor could he get a reading when tested...
the capacitor. He informed Mr. [redacted], that the capacitor needs to be replaced , which was the reason why the system would not turn on. [redacted] also informed Mr. [redacted], due to the age of his system, that there might be other issues , (due to the age of the system) which he could not determine until a new/ functioning capacitor is installed. He informed Mr. [redacted], the cost for the dual capacitor would be, $231.00, to which Mr. [redacted] agreed to pay. When [redacted] went back to his vehicle to get the capacitor , he did not have the correct size in stock. He informed Mr. [redacted], that he would go to the store to purchase the correct capacitor and return to install the part. He returned on the same day and installed the correct capacitor. After installation of the capacitor, Mr. [redacted] compressor was working, but his outside fan motor was not working properly and the fan itself was not spinning or working properly. Further diagnostics determined that his outside fan motor needed to be replaced, and Mr. [redacted] was quoted the cost of the motor would be an additional $577.00. Since the unit was 22 yrs. old, [redacted] suggested it would be more cost effective to replace the unit at this point, and offered to do a free Estimate, for which Mr. [redacted] declined, for he was planning to sell the house. Jesse then gave Mr. [redacted] an itemized invoice to replace the condenser fan motor, at a cost of. $577.00, and $231.00 for the capacitor. The customer signed the invoice authorizing the repairs. The customer paid cash for the capacitor, and we would collect the balance once we installed the condenser motor. SECOND: On Saturday, July 30, 2016 we sent [redacted], one of our installers, to install the new motor, and put the original fan blade back on. Upon running the motor it was determined the fan blade was not balanced, which causes the blade to vibrate. On Monday August 1, 2016, [redacted] contacted several HVAC companies to find the blade, but was told by all of them, due to the age of the system (22yrs) , the manufacturers do not make this part anymore. We called the customer and told him we could not find the part, but we could balance it here in the office, customer stated “that was a good idea”. ([redacted] did you or anyone originally quote the customer a price for the fan or the work you did on it? ) THIRD : On Monday, August 8, 2016. [redacted] our tech went there to install the blade , installed it system was working fine but customer told him he spoke to [redacted] and [redacted] told him there is no charge for the motor that he would only be charged for the fan blade, and refused to pay for the motor. At this point, [redacted], our Office Manager contacted [redacted] and asked him if he had told Mr. [redacted] that he would only be charged for the fan blade. [redacted] basically stated, he did not tell the customer that, the customer did call him after his first call, and he told Mr. [redacted] that he would not charge him for the BLADE. He did not say the reverse. [redacted] then contact Mr. [redacted] to discuss his complaint, he was adamant he was not paying $577 for the motor and that [redacted] told him he only had to pay for the fan. In the spirit of good customer service, and Mr. [redacted] refusal to pay, [redacted] decided to offer Mr. [redacted] to pay only our cost, $320 and free labor for the motor, and the fan blade labor (Normally $141.00) which Mr. [redacted] agreed to and said “that makes me happy”. This contradicts Mr. [redacted] original complaint that [redacted] told him he would only have pay for the fan, then he agrees to pay a reduced cost for the motor. At no time did Jaguar threaten to put a lien on his home, especially for $500-600. Nor do we threaten customers under any circumstances. I am not sure I understand how someone is paying a lesser amount, with free labor under “duress” This complaint is without merit. 1. The invoice stands for itself. It states the cost of Motor and Capacitor for which the customer signed and agreed to the terms of payment. 2. The amounts Mr. [redacted] quotes in his complaint is incorrect. 3. [redacted] offered the blade for free because we had not had to purchase a new blade, we found a way to make it work, balanced it, which as stated above, the overall costs we ultimately charged him “made him very happy”. 4. We installed the blade, and the system was working when we left – we did not leave the blade on his “house”. 5. It is customary for any HVAC company to remove any old parts from the customers property, to leave it the property clean and in the same condition as when we arrived.6. What should have been a Est $817.00 charge for parts and labor, we charged the customer $320.00. Our yelp reviews also speak for themselves as to the customer service and efforts to meet our customer’s needs. Mr. [redacted] complaint is somewhat ambiguous which makes it difficult to respond to all he has stated. It is unfortunate that Mr. [redacted] has submitted such an egregious complaint, when all of our staff treated him with respect, and went out of our way to figure out his problem and resolve it. Many AC companies would have refused to even repair such an old system and tell them they just need a new system. I honestly don’t know what more we could have done for Mr. [redacted]. Thank you [redacted]Manager/OwnerJaguar Heating and Air