Howard Bernath Heating & Clng

Initial Business Response /* (1000, 6, 2015/07/29) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@hotmail.com
I am sorry, I have been out of town and just got back. please have patience while I look into this matter. I will try to respond as...

prompt as possible.
thank you,
[redacted]
Initial Consumer Rebuttal /* (3000, 9, 2015/07/31) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will await your response and hope we can come to a resolution due to the negligence of your company. I have evidence and documentation from the company that had to rectify the errors caused by two of your workers. I also have texts and voicemails from [redacted] and [redacted].
Final Business Response /* (4000, 11, 2015/08/09) */
On May 4th we received a called from the customer she asked for a routine maintenance on her air conditioning unit, and utilized us based on their [redacted] that she did not purchase. The customer told us about her noisy condenser fan but did not want to spend much money on it as she was moving out of the house at the end if the summer.
On May 7th around noon technician 1 arrived at the customer's house. As part of our routine maintenance we cleaned the condenser, checked all electrical connections and controls. We found bad 24v connections to the contactor, a contactor that needed to be replaced and condenser fan that had vibrated down and was hitting on the metal restraints. We repaired the bad 24v connections to the contactor and adjusted the condenser fan to its correct position. The customer told us she did not want to spend the money on a new contactor, so we did not replace it but we noted it on our invoice. We started the unit, checked refrigerant, added 1lb. 4oz. R22 refrigerant, checked the temps coming out of the vents (56 degrees F) and checked system operation. At some point during our routine maintenance the customer asked technician 1 if he was a licensed electrician, the said he was not an electrician. He thinks it was after he found bad 24v connections to the contactor. On completion of the above work, everything appeared to be working without issue. The customer was billed for $200.00 and she paid the bill.
On May 7th at 4:42 PM, technician 1 got a text from the customer stating: "it's set to 67 for the last 5 hours and got warmer now 73 in here was 72 when you left at noon and its running." He then called her to try to understand why this issue came about but was unable to assist over the phone.
On May 8th technician 1 was running late. He called the customer and rescheduled for about 4:00 pm. At 4:00 PM, technician 1 arrived on location. He checked the unit outside of her property. The unit was turned off from the thermostat so he called and texted the customer to come turn the unit on in order for him to address the issue she reported. She did not come home. He started the unit from the outside but was unable to find any issue through his assessment. The customer was not billed for this.
The customer called technician 1 saying it still was not cooling. He told her he would be out on May 11th at 6:00 pm
May 11th at 6:00 PM, technician 1 arrived on location. He again found no issue. When the unit was turned on, it was blowing cold air (tested with digital thermometer it as 55 degrees F) at register. He went to home depot and bought her a new thermostat (thinking that may be her problem) but she refused to let him install it. No issue was present and he stayed on location for almost 2 hours while it ran to check for icing. No issue occurred. The customer was not billed for this.
After more complaint calls from the customer, and due to the fact that I was out of town.
On May 26th technician 1 brought out the owner of company 2, (who owns his own HVAC company), to the customers house to give a third party opinion. Company 2 confirmed that there were no issues. The customer was not billed for this. Through this time the customer was telling us we need to replace her unit for free or she will file complaints with the Revdex.com and sue.
June 2015 the customer continued to call us with demands of more free service. She was told that no more free work would be performed.
I have now records of any other service for this customer. We knew she needed a new contactor but she refused to have it replaced on May 7th.
Final Consumer Response /* (4200, 13, 2015/08/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I refuse to go back and forth especially when it is filled with lies. I was not looking for a new unit, because UNLIKE what you are claiming, my unit was in working order prior to [redacted] touching the unit. And in fact, he stated "GOOD news, everything looked good." And I did not ask about him being a licensed technician, [redacted] volunteered that information stating he was doing me a favor and should not have replaced the 24v connection. And at NO point did anyone state that I needed a new contactor but it is interesting that the invoice you originally had sent me has now been edited to reflect that statement which it did not before. And I have all the texts from [redacted] and [redacted] to which not once was it mentioned that I needed a new contactor. The issue was never with my unit, I was not looking to gain anything from your company I simply made a reasonable request that my unit is once again restored to working condition which by using incompetent workers did not happen because of their negligence. Every part they put in was wired incorrectly and caused my unit to not work and in fact could have caused a fire due to how improper the work was. If you do not want to take accountability for your workers actions then I will move on to the next step. Again, I was not looking for anything from you or trying to pull anything over on you. My unit was working, and hours after coming out it no longer worked and the month following your workers made it worse with the work they did. I have all the parts that [redacted] and others put in my unit that had to be replaced because they were not installed correctly. Why would you have put in all these parts for free if you felt my unit was broke to begin with? Because you know you sent inexperienced people to service my unit, which came directly from [redacted] and in turn cost me additional money to fix their negligence.