Ice Age Heating, Air Conditioning & Refrigeration, Inc.

Customer already cashed his refund check total amount of $Check is cashed on 08/28/2015, check #***

I am rejecting this response because: After agreeing to return the $149.00, the company went ahead and deposited my check anywayI then received a call from another manager indicating that it was deposited by "accident" and that they would issue me a checkI am still waiting for my monies. e ***

I am sending this letter in response to Mr. [redacted]’s complaint against my company Ice Age Heating, Air Conditioning and Refrigeration Inc.After speaking with my technician (Kevin.) who had serviced Mr. [redacted]’s home I feel that I have a complete understanding of the job described in thiscomplaint.Mr....

[redacted] was provided with pricing on the travel / diagnostic charge when he first called.Mr. [redacted] states that the technician told him he would not be charged another travel / diagnostic charge upon the second trip tohis house. It is company policy that the customer does not get billed for a travel / diagnostic trip twice. When the technician finds a frozen coil in anair conditioning unit there could be many reasons for this problem. The technician has to wait until the unit is defrosted before moving forward withany repair. To have the technician sit and wait there for the unit to defrost (which would be too costly for the customer) Ice Age company policy to allow the unitto defrost overnight and make a return trip the next day. Upon the technician arriving the next day the customer would start being billed hourly for workperformed. The diagnosis would be a frozen coil.Mr [redacted] states in his complaint that he did not want to pay the technician for a second trip getting his own filter, only totext the technician a day later for a return trip when his wife is home. He obviously did not discuss with his wife that they should not be charged for thereturn trip to their home.    I already agreed to return Mr. [redacted]’s $148.73. The technician had stated to me that Mr. [redacted] was on his phone at the end ofthe service and was distracted when trying to talk with him.    I feel that Mr. [redacted] received excellent service from my company, the day he called it was 93 degrees outside and the technicians have beenworking late to help our customers, knowing that some may have health issues with the heat. Thank You,

All I can say is what a fantastic company Ice Age is. After waking up I realized my home seems warmer than normal. After looking at the thermostat I went outside and noticed my outside unit was not on. Knowing that we are going to have 3 straight days of 90 degree weather I started to panic because we have a child with an asthma condition. I called multiple air conditioning companies and keep being told it would be 2 to 3 days for an appointment. That was not an option for me so I started calling family members for a referral. One referral happened to be Ice Age and after calling them I was able to explain my problem and get an appointment the same day. The lady who answered the phone was very helpful and explained to me that the technician will be there between 3 to 5 that day. 5pm sounded late to me so I had asked her what time they work till. She explained to me the technicians work as late as they have to in order to keep up with the work load for the extremely hot days. Their technician Kevin showed up at 4:30 and had us up and running by 5:30 replacing some type of capacitor and performing a maintenance on our unit. Knowing how important air conditioning is to our family and being able to count on Ice Age for same day service I know I don’t have to panic if we do have any air conditioning issues in 90 degree weather. Ice Age’s phone number is now part of our emergency call list and I would highly recommend them to other family and friends looking for a dependable air conditioning company!

I am sending this letter in response to Mr. [redacted]’s complaint against my company Ice Age Heating, Air Conditioning and Refrigeration Inc.After speaking with my technician (Kevin.) who had serviced Mr. [redacted]’s home I feel that I have a complete understanding of the job described in...

thiscomplaint.Mr. [redacted] was provided with pricing on the travel / diagnostic charge when he first called.Mr. [redacted] states that the technician told him he would not be charged another travel / diagnostic charge upon the second trip tohis house. It is company policy that the customer does not get billed for a travel / diagnostic trip twice. When the technician finds a frozen coil in anair conditioning unit there could be many reasons for this problem. The technician has to wait until the unit is defrosted before moving forward withany repair. To have the technician sit and wait there for the unit to defrost (which would be too costly for the customer) Ice Age company policy to allow the unitto defrost overnight and make a return trip the next day. Upon the technician arriving the next day the customer would start being billed hourly for workperformed. The diagnosis would be a frozen coil.Mr [redacted] states in his complaint that he did not want to pay the technician for a second trip getting his own filter, only totext the technician a day later for a return trip when his wife is home. He obviously did not discuss with his wife that they should not be charged for thereturn trip to their home.    I already agreed to return Mr. [redacted]’s $148.73. The technician had stated to me that Mr. [redacted] was on his phone at the end ofthe service and was distracted when trying to talk with him.    I feel that Mr. [redacted] received excellent service from my company, the day he called it was 93 degrees outside and the technicians have beenworking late to help our customers, knowing that some may have health issues with the heat. Thank You,

All I can say is what a fantastic company Ice Age is. After waking up I realized my home seems warmer than normal. After looking at the thermostat I went outside and noticed my outside unit was not on. Knowing that we are going to have 3 straight days of 90 degree weather I started to panic because we have a child with an asthma condition. I called multiple air conditioning companies and keep being told it would be 2 to 3 days for an appointment. That was not an option for me so I started calling family members for a referral. One referral happened to be Ice Age and after calling them I was able to explain my problem and get an appointment the same day. The lady who answered the phone was very helpful and explained to me that the technician will be there between 3 to 5 that day. 5pm sounded late to me so I had asked her what time they work till. She explained to me the technicians work as late as they have to in order to keep up with the work load for the extremely hot days. Their technician Kevin showed up at 4:30 and had us up and running by 5:30 replacing some type of capacitor and performing a maintenance on our unit. Knowing how important air conditioning is to our family and being able to count on Ice Age for same day service I know I don’t have to panic if we do have any air conditioning issues in 90 degree weather. Ice Age’s phone number is now part of our emergency call list and I would highly recommend them to other family and friends looking for a dependable air conditioning company!

Review: When I called them this year, the repairman showed up one hour late (which caused me to have to cancel other appointments). Upon diagnosing my air conditioning unit, he claimed that the filter had to be replaced for the unit. He indicated that he would come to the house on the following day to replace the filter. I did not want to have to pay the man to come to the home again, so I asked him if I could just replace the filter myself because I did not want to pay anymore charges. The repairman insisted that it was only a one time diagnostic charge and that there would not be an additional charge for coming the next day.

On the following day, I purchased the filter and I informed the repairman that I had the filter. I also asked him to visit my home when my wife was there (before I returned from work). Upon arriving from work that evening, my wife informed me that repairman billed her an additional $148 that day (despite telling me the previous day that there would be no additional charges).

I immediately called the repairman and confronted him concerning the misrepresentations that he made to me. The repairman asked if I wanted to speak to his manager and I affirmed.

The manager then called me. After I explained the story to him, he first told me that I was unreasonable for being upset that the repairman showed up an hour late (this is the first time that I have ever been told that it is my fault for someone else showing up late). He then explained that it was an after hours appointment because the repairman appeared at 430pm. I then informed the manager that I had made the appointment the same date at approximately 8am and that the repairman's appointment was at 330pm and he showed up at 430pm. I made the appointment during business hours, the repairman was supposed to be there at 330pm (again within business hours) and he showed up at 430pm (again, according to the business's posted hours of operation, within business hours). I need more space to finish.Desired Settlement: I want my $149 back.

Business

Response:

I am sending this letter in response to Mr. [redacted]’s complaint against my company Ice Age Heating, Air Conditioning and Refrigeration Inc.After speaking with my technician (Kevin.) who had serviced Mr. [redacted]’s home I feel that I have a complete understanding of the job described in thiscomplaint.Mr. [redacted] was provided with pricing on the travel / diagnostic charge when he first called.Mr. [redacted] states that the technician told him he would not be charged another travel / diagnostic charge upon the second trip tohis house. It is company policy that the customer does not get billed for a travel / diagnostic trip twice. When the technician finds a frozen coil in anair conditioning unit there could be many reasons for this problem. The technician has to wait until the unit is defrosted before moving forward withany repair. To have the technician sit and wait there for the unit to defrost (which would be too costly for the customer) Ice Age company policy to allow the unitto defrost overnight and make a return trip the next day. Upon the technician arriving the next day the customer would start being billed hourly for workperformed. The diagnosis would be a frozen coil.Mr [redacted] states in his complaint that he did not want to pay the technician for a second trip getting his own filter, only totext the technician a day later for a return trip when his wife is home. He obviously did not discuss with his wife that they should not be charged for thereturn trip to their home. I already agreed to return Mr. [redacted]’s $148.73. The technician had stated to me that Mr. [redacted] was on his phone at the end ofthe service and was distracted when trying to talk with him. I feel that Mr. [redacted] received excellent service from my company, the day he called it was 93 degrees outside and the technicians have beenworking late to help our customers, knowing that some may have health issues with the heat. Thank You,

Consumer

Response:

I am rejecting this response because: After agreeing to return the $149.00, the company went ahead and deposited my check anyway. I then received a call from another manager indicating that it was deposited by "accident" and that they would issue me a check. I am still waiting for my monies. e [redacted]

Business

Response:

Customer already cashed his refund check total amount of $148.73. Check is cashed on 08/28/2015, check #[redacted]