Ice Age Heating, Air Conditioning & Refrigeration

All I can say is what a fantastic company Ice Age isAfter 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 onKnowing that we are going to have straight days of degree weather I started to panic because we have a child with an asthma conditionI called multiple air conditioning companies and keep being told it would be to days for an appointmentThat was not an option for me so I started calling family members for a referralOne referral happened to be Ice Age and after calling them I was able to explain my problem and get an appointment the same dayThe lady who answered the phone was very helpful and explained to me that the technician will be there between to that day5pm sounded late to me so I had asked her what time they work tillShe 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 daysTheir technician Kevin showed up at 4:and had us up and running by 5:replacing some type of capacitor and performing a maintenance on our unitKnowing 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 degree weatherIce 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***’s complaint against my company Ice Age Heating, Air Conditioning and Refrigeration Inc.After speaking with my technician (Kevin.) who had serviced Mr***’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 houseIt is company policy that the customer does not get billed for a travel / diagnostic trip twiceWhen the technician finds a frozen coil in anair conditioning unit there could be many reasons for this problemThe technician has to wait until the unit is defrosted before moving forward withany repairTo 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 dayUpon the technician arriving the next day the customer would start being billed hourly for workperformedThe 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 homeHe 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***’s $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 degrees outside and the technicians have beenworking late to help our customers, knowing that some may have health issues with the heatThank You,