Hyett Refrigeration, Inc.

In regards to *** ***’s complaint, Hyett Refrigeration Incwould first like to say, that while it is unfortunate that one of our customers is unhappy with us, we did our best at this very busy season to
provide prompt, efficient serviceWe had her A/C back up and running as quickly as possibleHRI drove over minutes to the property within a few hours of the initial call and the occupant was not home, so we rescheduled for a more convenient time for himThen at the time of service, John, our service technician, did speak to *** *** on the phone and told her about how much the repair would costOur technicians never quote an exact price until the job is finishedThe service call took a little longer than he thought and when *** *** received the bill she called to inquire about it, at which point, she found out about the second bill and could not understand why the first bill was not what she was told and why she was charged the second timeI, Angie, the secretary, did my best to explain to her and told her I would have the technician call and explain as wellJohn spoke to her and explained both service calls and bills several times and she was still not satisfied with his explanationsAt this point, there was no other way to explain it to her and when he asked her if the problem was now solved at her beach house, she became angryAs far as the warranty, *** *** didn’t give me the opportunity to look into itInitially, it was an oversight that I told her I would look into it, however, the next thing I see is this complaint come across my deskI have since resubmitted a bill to her reflecting that the parts are under warranty

[redacted]
 
In the hopes of answering your questions, I reviewed both service tickets closely.  During the first service call, the technician did indicate that he checked the drain line, however; he checked the drain that was in the attic on the third floor and at that time, there was no back up. There was no reason for the technician to check the end of the drain, 99.9% of the time they are not in flower pots. In regards to the 2nd service call for the leak, it was unfortunately just a coincidence that it started leaking only a few days after the first call. The reason it started leaking is not because of the angle, but because it was put into a pot of dirt and the water was not allowed to flow freely.  On high humidity days, water tends to come out of the unit in a higher volume and not being able to flow out freely and becoming backed up in the dirt, the water had nowhere to go but back up towards the unit and leak out of the pan or anywhere it can find an opening.  Hyett Refrigeration truly hopes this helps you to understand better. And in addition, we will remove the charge for the second service call.  We here at HRI take pride in our work and have not had a complaint to the Revdex.com in 17 years.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted]’s response is polite and appreciated. I am very glad that her research found the part under warranty as I believed true and for the resulting credit. My complaint is not with [redacted] who seems excellent, nor Hyett’s initial response time. My questions are not angry and I am sorry if anyone felt that that they were as they were not intended to be. I am still searching for an honest reasonable answer to the several questions outlined in my initial complaint which the response does not seem to address.  
 
1.    How water can backup from an 18” angle three stories lower than where the leak occurred when the pipe is clear and the water can easily flow out at the low level? This seems to defy physics. If there is a logical explanation as to  why, then secondly why it would only occur  directly after a service call as the sole reason for the leak when the angle has been like that for almost a year with the drain working effectively?
 
2.    If the “Drain line was checked” on the first visit as indicated and charged on the initial ticket and the angle a real issue, why wasn’t it identified and corrected at that time?  The second service call was disruptive and costly to both Hyett and me as my guest had to limit his plans and use of the air conditioner on several days because of the leak.
 
Based on the above information the leak still seems to be more likely related to something left incomplete on the first call other than the minor angle in the drain three stories below but if so than the drain line inspection as billed on the first ticket should have identified and resolved as part of the drain line inspection which would have eliminated the need for a second service call or charge. Without a better explanation I fail to see how the second service call charge can be justified as anything other than a non billable correction of an issue resulting from incomplete service or error during the first call therefore I am still politely requesting additional explanation or for the second charge to be removed from my account

Review: Hyett Refrigeration was called for service and in result they replaced a fan on 6/23/14 at the above address. I was not on site and so the service was initially quoted by phone for $300, $150 for service and $156 for the part which was on the truck. At the end of the service I was told that the price was $370 and when I questioned the difference the price of the part was referenced. I questioned if the part might be under warranty as the unit was just under 5 years old and I was told that it might be and if so I wouldn't be billed for the part. In the bill I received however the price was $370 but the part was still the projected $156 with two hours of billed labor.

Service Issue: About 4 hours after the contractor left there was extensive water dripping in the attic and service was again called but they were not able to send a rep back until the next day so the air was turned off to minimize damage. When the reps came back the next day they went to the attic but we were informed the leak in the attic was cause by the angling of drainage PVC pipe approximately 1 foot into a flower pipe on the ground floor level of the three story unit. The pipe had been angled like that almost a year prior as a form of watering the plant without issue prior to the recent service.

As a consumer I am unable to understand how a pipe angled 18 inches can cause a back up to create a leak 3 stories higher since this has not been the case for the entire year prior and the water, even if in excess would still flow downward and gush onto the plant. I was billed $104 for the second visit which was when I noted that the original service ticket under the description of work performed stated that along with replacing the fan motor, that the drainage line was inspected, and that the air filter and Freon levels checked and the amp draw confirmed at 100%. If these items were performed it might help explain the time (I have found that fan replacement usually takes about an hour) but if the drain line had been checked the pipe should have been noted as an issue and corrected/brought to our attention on the initial visit therefore eliminating the need for the second visit assuming this was indeed the issue.

Customer Service; when I received the bill I called and spoke to Angie to verify if the warranty had been checked. Angie told me that she had not been informed to check the warranty and would do so and that I would need to talk to the contractor directly about the length of service and she also referenced the second bill which I had not received and had no knowledge of. When I spoke to the contractor the dialog did not resolve my questions and I asked for the name of his supervisor which was given as Ernie. While Ernie did not return my initial call I did reach him on my second call and when I started to state my questions he interrupted and said that the part was not under contract without explaining why and instead of answering my questions I was cut short and abruptly told that I could pay whatever I felt was fair but that I was being discharged as a customer and that all warranties would be voided and then he proceeded to hang up on me. My initial reaction was to call back and to ask for his supervisor but I found out that I was likely speaking with [redacted] the owner so I am turning to the Revdex.com in hopes of professionally settling this dispute as it is not my practice to do business in this manner.Desired Settlement: I would like an honest explanation, billing adjustment, the warranty recognized, and an apology for being threatened and hung up on. While it is likely I will evaluate future service options I am not used to being treated in such an unprofessional manner and I did not do anything to deserve such.

Business

Response:

In regards to [redacted]’s complaint, Hyett Refrigeration Inc. would first like to say, that while it is unfortunate that one of our customers is unhappy with us, we did our best at this very busy season to provide prompt, efficient service. We had her A/C back up and running as quickly as possible. HRI drove over 30 minutes to the property within a few hours of the initial call and the occupant was not home, so we rescheduled for a more convenient time for him. Then at the time of service, John, our service technician, did speak to [redacted] on the phone and told her about how much the repair would cost. Our technicians never quote an exact price until the job is finished. The service call took a little longer than he thought and when [redacted] received the bill she called to inquire about it, at which point, she found out about the second bill and could not understand why the first bill was not what she was told and why she was charged the second time. I, Angie, the secretary, did my best to explain to her and told her I would have the technician call and explain as well. John spoke to her and explained both service calls and bills several times and she was still not satisfied with his explanations. At this point, there was no other way to explain it to her and when he asked her if the problem was now solved at her beach house, she became angry. As far as the warranty, [redacted] didn’t give me the opportunity to look into it. Initially, it was an oversight that I told her I would look into it, however, the next thing I see is this complaint come across my desk. I have since resubmitted a bill to her reflecting that the parts are under warranty.

Consumer

Response:

Review: I had the company out 1st time to fix my air conditioner unit which wasn't working. They told me it was a hard start. They installed this. Charged us $152.25 which we paid that day. I called next day be caused the unit still was not working correct. I had to wait for them to come back due to no one could take off another day so they returned a few days later when we could be home.

The technichian specifically told me he was not 100 percent sure so he wanted to stand there and keep checking the vents and stuff and came up with the TXV was bad. Which they charged us another $744.00 for this. had to order this part and put it in the next week. The day they put it in they arrived around 10. Was suppose to be here around 8 but someone had called in. Took them quit awhile. Unit still did not cool. All it was doing was still pulling cool air from our downstairs unit as it had been for weeks during this process. You could tell because it smelt like attic air. And air was warm not nice cool air as it is when unit is working correct. The guy who fixed it came back a couple times on his own to check it. He even came out on a Sunday afternoon once. Then we get told there was some kind of bad relay. So they fixed this. We did not get charged for this, but this is what fixed the system.Desired Settlement: We will not pay the $744. This did not fix our system. And the amount of $152.25 that we already paid was obviously not the problem either. We want a bill for the relay only that is the only part that fixed our system and the hour that he spent installing this part. Minus the $152.25 that we already paid. The guy who came and told me he "thought" that was what was wrong was obviously not correct. You can't just guess and charge customers for your mistakes.

Business

Response:

Early in July, I received a call from [redacted] stating that her upstairs heat pump was not functioning properly and the company that had been servicing it was unable to fix the problem. So on Tuesday, July 14, the technician found that the compressor was not coming on and installed a "hard start" or, booster relay to get the compressor to come on. After which, he checked all the functions and found them to be operating within normal limits. As this was our first time servicing Mrs. [redacted]'s heat pump, she was charged COD in the amount of $152.25 as she stated. Then, on Sunday, five days later she called and said it was not working again. So on Monday, the 20th, we went out and completed a full diagnosis and determined that she needed a new txv. Hyett Refrigeration Inc. gave her a quote, which she accepted. Due to her work schedule, we finally changed the txv on July 29. Unfortunately, unbeknownst to the technician, at some point during this process, a relay either went bad or was bad and when the new txv was installed, the heat pump was still not functioning properly. The technician did go back 2 or 3 times without charging the [redacted]'s, to figure out what else was wrong with her unit. When he figured out it was a bad relay, he replaced it at no additional charge to them. If the original problem was a bad relay, it would have been picked up in the diagnosis on July 20th. However, that diagnosis specifically pinpointed the txv to be causing her failure. So in response, the bill is accurate and true in the amount of $744.00, which is the quote of $650.00 and the initial diagnosis of one hour of labor for $94.00. In regards to the first visit, in which we installed the "hard start" on the compressor, without that we would not have been able to do any type of diagnosis or repair and she would have had to either replace the compressor or the entire unit which would have cost upwards of thousands. As an accredited, good-standing company with the Revdex.com, Hyett Refrigeration stands behind our technicians and do not believe there were any mistakes or unfair charges. And without knowing any prior service history of who installed the unit, when and how often it was serviced, we relied on specific manufacturer's suggested diagnosis and repairs.