Ice Man Cooling and Heating

I do not accept Ice Man's response.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I would like to respond to Iceman with a time sequence and photograph (one of many taken) of the affected area.  On 7/11/15 Iceman had a technician respond to our house for a claim made to [redacted] related to our AC not coming on after a brief power outage. A technician responded and told us that there was no power to the unit and we needed an electrician. This technician was Steven Michael. Steven left a note at our home saying, “need electrician to restore power to furnace If problem persists contact Iceman to schedule for APT.” Clearly the meaning in this note was that IF the problem was restored and we still needed them to come out, then we had to call Iceman again for another visit.On 7/12/15 American Home Shield sent out an electrician to look at why there was no AC power. He flipped a tripped breaker on our outside box and checked the power at the AC unit. He said all that needed was the breaker needed to be reset and nothing else needed to be done. He also pointed out to me in the attic that the cover to the unit had been removed and was resting next to the unit. There was a tool (wire snips) in the exposed opening of the unit. He told me he did not know why the unit was disassembled, but that the AC company clearly needed to come back and finish their work. The electrician did nothing other than ensure electricity was in the attic. He did not touch or otherwise manipulate anything, including the cover to the AC unit, which was resting on the overflow condensation tray and PVC piping. I personally looked at this to verify what the electrician was telling me at this time.On 7/13/15, after calling Iceman, they responded. My father was at the home this time, as I needed to be at work. The tech from Iceman called me and said all he had to do was plug the unit in, and he did not know why the electrician did not do this. I pointed out to the tech that this was not true, as I had seen the unit disassembled and had seen that he left tools inside of the exposed opening of the unit. I cannot recall what his response was, but it was something to do with why he removed the casing to the unit. He plugged in the unit and verified the AC was working at this time.On 7/20/15 I arrived home at about 1600 hours and observed water on the ceiling in my daughter’s room (where the AC unit in the attic is). Having had a prior issue similar a year ago, I thought the overflow tray may have been clogged by insulation so I immediately got a ladder and looked in the attic. I saw that the PVC pipe (threaded fitting) was out of the AC unit where the cover had been resting on the 12th. I saw water trickling down the overflow pan and flooding onto the ceiling in my daughter’s room. I immediately called Iceman and then sent an email to Iceman that there was a leak from the tech working around the condensation line.  At 1912 hours, I received an email from [redacted] Kist of Iceman time stamped 1739 hours. It stated, “[redacted] our tec did not work on your condensation drain lines. You will need to call [redacted] Thanks.”I replied at 1913 hours. I wrote a sequence of emails to [redacted] explaining the situation in more detail for him to understand better. I wrote the following, “He worked in the area and must have knocked it off. Call me at ###-###-####.” (1913 hours)1920 hours I wrote, “The condensation line is immediately under the handler in the attic. Your tech removed the cover and left tools in the handler on his first visit and had to reassemble it on his second visit. You should know the details from me if you don’t have them from him. Further we have the electrician who saw everything disassembled as well and will vouch. All of this is IMMEDIATELY over the condensation line. I have photos and a video of what is occurring. This is on your company. I would expect a call and not a one line email from you in response. Please call me and send a tech tonight. See the photo attached. [redacted] ###-###-####.At 2021 hours, I still did not hear back. Believing he had gotten one email already and must be receiving these other emails, I sent him another email. It reads, “[redacted], when your tech came out the first time, he left a note saying the problem was electrical and not related to the AC. His service notes say we “need an electrician to restore power to furnace. If problem persists contact iceman to schedule for apt.” The technician had REMOVED the cover to the unit and left tools inside the unit. This unit is immediately over the condensation line, which is now clearly not connected. The electrician came out and said there was no issue with the electric. So, your tech came out again and said all he had to do was plug the unit in. He then said something about why he left the cover off and a tool inside the unit. This was contradictory to his saying it was an electrical issue, and to call your company again IF we needed you to come out. Why would he leave the unit disassembled and tools in the unit if he did not anticipate coming back out? That was the first clue something was wrong. Now, there is a clear issue related to the line not being connected. Your tech was the ONLY one who worked on the unit and the ONLY one who could have caused this issue. I don’t believe any quality business should respond with an email like yours. This is completely contrary to what a reasonable person expects. As a prior business owner of 10 years, I am shocked by your apathetic response. I do believe you are accountable for this, and I do believe you should rectify it immediately. In the interim, damage continues to occur. I hold you, your apathy and poor customer service accountable for this. It is wholly reasonable for us to attribute the current situation to your prior dealings in our home. You should have called me at [redacted] to handle this tonight. I anticipate you fixing this problem.Your tech, Steven Michael, was here on 7/11/15.  He came back out on 7/13/15.I need the name and phone number of your insurance company if you are not going to help so I can contact them directly.[redacted]”At 2129 hours, I sent one last email. It reads, “[redacted], I have not heard back from you tonight. I will be filing a complaint with the registrar of contractors if I don’t have satisfactory resolution of this by tomorrow. [redacted].”On 7/21/15 at 0940 hours, I called and spoke with a female manager at Iceman. I asked for [redacted] or his boss but was told [redacted] was the owner. The female told me that she was aware of the problem. I asked why she had not called me yet if she was aware of it and she stated that they were busy. She told me that [redacted] had spoken with her this morning and that normally the repair job for what I had at my house was 300-400 dollars, but they would only charge me 69 dollars plus parts. I told her this was unacceptable and insulting. I told her that my intent was to file a complaint with the [redacted] and that the Revdex.com was also notified. I also stated I would tell my friends not to use their company. I hung up at this point in time. I notified an attorney and talked to them about drafting a letter to the [redacted].On 7/21/15 at about 1238 hours, I sent an email to [redacted]. It stated, “[redacted], I called your office this morning and was told that you were prepared to discount your follow up service to come and repair the harm your technician did. I’m amazed at the cavalier attitude you’ve demonstrated. I will be notifying the registrar of contractors to file a formal complaint. Your lack of concern and professional accountability is impressive. [redacted]”I contacted my home owner’s insurance and discussed subrogating a claim against Iceman based on my documentation and photographs, along with the independent witness (electrician).  On 7/21/15 I received a phone call from a person named [redacted] from Iceman. [redacted] explained that he had heard about the issues and wanted a chance to make things right. I explained my reservations and told him that I had arranged for another company to come and fix the AC. He asked that I please give them an opportunity to come and look, independently, to assess the situation. This call was at 1402 hours. I agreed to let him come look. I responded back to my home to meet with [redacted]At about 1602 hours, I received an email from [redacted]. It stated, “[redacted], thanks for the email. If you think my Tec damaged your drains lines by plugging the unit in you are out of your mind. My office talked with you this am to take care of the problem. You slander my company on the Internet or any other way I’ll be taking full legal action against you. At this point do not contact my office or me via email again.”I immediately called [redacted] and asked if he was aware that [redacted] had sent me this email. He said he knew about it. I told him I was fearful that he was en route to my home and my close to 80 year old father was there. I did not want a dangerous or escalated situation. [redacted] assured me that he was going to be unbiased and handle the situation.At about 1628 hours, I arrived home and met with [redacted] had already been in the attic. He explained that it looked as if the threaded fitting had not been properly attached to the AC unit, but further stated that, given the circumstantial evidence, his technician must have knocked it out of the AC unit. Based on that, [redacted] repaired the disconnected PVC fitting. He also pointed out that the drip pan, which had been funneling the water over-flowing from the disconnected pipe, had rusted out. [redacted] agreed, in writing, to repair the damage at his company’s expense and replace the drop pan at their expense as well.  I have copies of all email, text and written correspondence if needed. I have photographs and video of the damage if needed. I have independent witness information from the electrician, which will corroborate my account of this situation as well.Should [redacted] and the repairmen who are fixing and repainting the dry-wall complete the repairs at no expense to me as promised, I will consider this matter with Iceman rectified.  I think it prudent and pertinent to note that in [redacted]’s Revdex.com response, he notes that their tech did not work anywhere near the condensation lines. He is flat out wrong. He responded from a position of ignorance which, had he been willing to come out that night, would have been quickly remedied. Instead, he chose to argue and deny any responsibility, which aggravated the situation. I have no clue where he got the notion about [redacted]. I have never used [redacted], nor do I intend on using it in the future. What I can say is that had I chosen to post information about this situation on the internet, in no way shape or form does it constitute slander. These are all well documented facts that outline the situation with Iceman. Those facts aside, I told [redacted] that, based on his quick, positive and professional response, I would not post anything on the internet. I told him that I had contacted Revdex.com, but that no letter would be sent to the [redacted] (pending the satisfactory outcome of the events.)As I write this there are presently repairmen working on the drywall.Again, should all of the repairs be finished, I will consider this matter rectified and closed.Another pertinent fact to add is that had the technician only done what [redacted] originally stated, then the technician is negligent in not seeing the line disconnected from the unit. The line is immediately next to the unit and to the opening from the ceiling. I know this is not what happened, but [redacted]’s argument is self defeating. The line was clearly disrupted by the technician.
Regards,[redacted]

Brock D[redacted] a service tech from Ice Man was out this morning to see why my AC compressor went out. Brock has been here before and each time he has been totally professional and did a great job on my 18 year old AC! He got it fixed and we can get cool again. Ice man Cooling has a top rating in my book!

First off I would like to apologize to the homeowner because she is not  happy with our service. Unfortunately I have to respond because some statements in the complaint are not fact . In 20 years of being in the ac business I have never seen a control board damage any other items. Control...

boards only redirect power or transfer power, they do not act as a power source. A surge in power can come from another componant or motor and does not have to come from utility provider and a utility provider can not diagnos an air conditioner and would not be able to say this over the phone as they are not qualified to . As customer stated more than 1 item was damaged and also stated that our employee did say the board was failed, at this point I can only say he was right in his diagnosis as this complaint verifies. Also I can understand how this may look to the customer but the home warranty we work for and the customer is in a contract with, has very specific approvals and denials and we follow them to a T. The price of repair was given over the phone by an office manager and was just an estimate and without knowing what else was damaged a final number was never reached, also all pricing before customer is charged has to go through me and I would have charged under $400 for just a defrost board. We are a call committed company with the home warranty company and are held to a standard set in place by the home warranty and they will not allow these  type of actions that the customer is stating we are guilty of. Customer used an outside contractor and also stayed at a hotel which is customers right, but both decisions were made by customer and not my company. I would suggest customer talk to home warranty for possible reimbursement for hotel. We would like to refund the serivce fee of $75 and give an extra $50 so the customer can go out to a dinner on us. Once again we do apologize and do understand.

Ice Man Cooling and Heating is an excellent company. They arrived promptly and we're able to diagnose the problem and fix my air conditioner the same day. I would recommend there services to all my friends and family.

Over the last two months we have started using Iceman for our AC service needs via [redacted] They have been great in all aspects from Amanda's responsiveness in the office to Curt's high level of technical skills on the service calls. We very much appreciate how they do business.

Iceman cooling and heating was a sign by [redacted] to inspect and possibly make repairs to the homeowners Mini Split after arriving at the home and coming up with a diagnosis for the repair Iceman cooling and heating reported to [redacted] what was going on with the homeowners Mini...

Split. After discussion with [redacted] letting them know the homeowners property how did detached office that's a mini split was in this unit will not be covered for repairs due to the fact the office is detached from the property Iceman coin heating has to follow strict guidelines set by warranty companies and they do not allow repairs to be made on units that are detached from the residence. Some home owners get upset when their claims get denied unfortunately we do not deny them their warranty companies do we apologize for the inconvenience but this matter needs to be taken up with their home warranty

If I could give no stars I would. We have a Home Warranty and were forced to use this company. They are rude and completely unprofessional. We had them out at our house to fix a swamp cooler the beginning of July. When the left the first time because they needed to order a part, they left the back of the swamp cooler in pieces in my backyard. We spent the next couple of months trying to get a hold of them to find out the status. They would only call us back each time after numerous voice mails to tell us they were still searching for the part There is a phone number for parts number on the back of the appliance. They said that they couldn't find a the part needed only once we had approval from the home warranty to have it replace did they all the sudden come up with a part that they could use. They finally came out to fix the motor with a generic part. They lost the [redacted], the screws to hold the back on and the side pads were ruined because THEY left the back off for over 2 months. When I asked about them fixing the issue that they caused, the technician said he would have to check with the office but that they probably wouldn't cover those and that I could go buy the pads myself. His fix for the [redacted] was that we could just use pliers. After we didn't hear ANYTHING back from them we called again to find out the status. My husband was called a liar on the phone because they said they didn't lose the [redacted], the we were the ones that lost it. So now almost 3 months later they will be coming back out to the house to replace the [redacted] and pads....

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I would like to respond to Iceman with a time sequence and photograph (one of many taken) of the affected area.  On 7/11/15 Iceman had a technician respond to our house for a claim made to [redacted] related to our AC not coming on after a brief power outage. A technician responded and told us that there was no power to the unit and we needed an electrician. This technician was Steven Michael. Steven left a note at our home saying, “need electrician to restore power to furnace If problem persists contact Iceman to schedule for APT.” Clearly the meaning in this note was that IF the problem was restored and we still needed them to come out, then we had to call Iceman again for another visit.On 7/12/15 American Home Shield sent out an electrician to look at why there was no AC power. He flipped a tripped breaker on our outside box and checked the power at the AC unit. He said all that needed was the breaker needed to be reset and nothing else needed to be done. He also pointed out to me in the attic that the cover to the unit had been removed and was resting next to the unit. There was a tool (wire snips) in the exposed opening of the unit. He told me he did not know why the unit was disassembled, but that the AC company clearly needed to come back and finish their work. The electrician did nothing other than ensure electricity was in the attic. He did not touch or otherwise manipulate anything, including the cover to the AC unit, which was resting on the overflow condensation tray and PVC piping. I personally looked at this to verify what the electrician was telling me at this time.On 7/13/15, after calling Iceman, they responded. My father was at the home this time, as I needed to be at work. The tech from Iceman called me and said all he had to do was plug the unit in, and he did not know why the electrician did not do this. I pointed out to the tech that this was not true, as I had seen the unit disassembled and had seen that he left tools inside of the exposed opening of the unit. I cannot recall what his response was, but it was something to do with why he removed the casing to the unit. He plugged in the unit and verified the AC was working at this time.On 7/20/15 I arrived home at about 1600 hours and observed water on the ceiling in my daughter’s room (where the AC unit in the attic is). Having had a prior issue similar a year ago, I thought the overflow tray may have been clogged by insulation so I immediately got a ladder and looked in the attic. I saw that the PVC pipe (threaded fitting) was out of the AC unit where the cover had been resting on the 12th. I saw water trickling down the overflow pan and flooding onto the ceiling in my daughter’s room. I immediately called Iceman and then sent an email to Iceman that there was a leak from the tech working around the condensation line.  At 1912 hours, I received an email from [redacted] Kist of Iceman time stamped 1739 hours. It stated, “[redacted] our tec did not work on your condensation drain lines. You will need to call [redacted] Thanks.”I replied at 1913 hours. I wrote a sequence of emails to [redacted] explaining the situation in more detail for him to understand better. I wrote the following, “He worked in the area and must have knocked it off. Call me at ###-###-####.” (1913 hours)1920 hours I wrote, “The condensation line is immediately under the handler in the attic. Your tech removed the cover and left tools in the handler on his first visit and had to reassemble it on his second visit. You should know the details from me if you don’t have them from him. Further we have the electrician who saw everything disassembled as well and will vouch. All of this is IMMEDIATELY over the condensation line. I have photos and a video of what is occurring. This is on your company. I would expect a call and not a one line email from you in response. Please call me and send a tech tonight. See the photo attached. [redacted] ###-###-####.At 2021 hours, I still did not hear back. Believing he had gotten one email already and must be receiving these other emails, I sent him another email. It reads, “[redacted], when your tech came out the first time, he left a note saying the problem was electrical and not related to the AC. His service notes say we “need an electrician to restore power to furnace. If problem persists contact iceman to schedule for apt.” The technician had REMOVED the cover to the unit and left tools inside the unit. This unit is immediately over the condensation line, which is now clearly not connected. The electrician came out and said there was no issue with the electric. So, your tech came out again and said all he had to do was plug the unit in. He then said something about why he left the cover off and a tool inside the unit. This was contradictory to his saying it was an electrical issue, and to call your company again IF we needed you to come out. Why would he leave the unit disassembled and tools in the unit if he did not anticipate coming back out? That was the first clue something was wrong. Now, there is a clear issue related to the line not being connected. Your tech was the ONLY one who worked on the unit and the ONLY one who could have caused this issue. I don’t believe any quality business should respond with an email like yours. This is completely contrary to what a reasonable person expects. As a prior business owner of 10 years, I am shocked by your apathetic response. I do believe you are accountable for this, and I do believe you should rectify it immediately. In the interim, damage continues to occur. I hold you, your apathy and poor customer service accountable for this. It is wholly reasonable for us to attribute the current situation to your prior dealings in our home. You should have called me at [redacted] to handle this tonight. I anticipate you fixing this problem.Your tech, Steven Michael, was here on 7/11/15.  He came back out on 7/13/15.I need the name and phone number of your insurance company if you are not going to help so I can contact them directly.[redacted]”At 2129 hours, I sent one last email. It reads, “[redacted], I have not heard back from you tonight. I will be filing a complaint with the registrar of contractors if I don’t have satisfactory resolution of this by tomorrow. [redacted].”On 7/21/15 at 0940 hours, I called and spoke with a female manager at Iceman. I asked for [redacted] or his boss but was told [redacted] was the owner. The female told me that she was aware of the problem. I asked why she had not called me yet if she was aware of it and she stated that they were busy. She told me that [redacted] had spoken with her this morning and that normally the repair job for what I had at my house was 300-400 dollars, but they would only charge me 69 dollars plus parts. I told her this was unacceptable and insulting. I told her that my intent was to file a complaint with the [redacted] and that the Revdex.com was also notified. I also stated I would tell my friends not to use their company. I hung up at this point in time. I notified an attorney and talked to them about drafting a letter to the [redacted].On 7/21/15 at about 1238 hours, I sent an email to [redacted]. It stated, “[redacted], I called your office this morning and was told that you were prepared to discount your follow up service to come and repair the harm your technician did. I’m amazed at the cavalier attitude you’ve demonstrated. I will be notifying the registrar of contractors to file a formal complaint. Your lack of concern and professional accountability is impressive. [redacted]”I contacted my home owner’s insurance and discussed subrogating a claim against Iceman based on my documentation and photographs, along with the independent witness (electrician).  On 7/21/15 I received a phone call from a person named [redacted] from Iceman. [redacted] explained that he had heard about the issues and wanted a chance to make things right. I explained my reservations and told him that I had arranged for another company to come and fix the AC. He asked that I please give them an opportunity to come and look, independently, to assess the situation. This call was at 1402 hours. I agreed to let him come look. I responded back to my home to meet with [redacted]At about 1602 hours, I received an email from [redacted]. It stated, “[redacted], thanks for the email. If you think my Tec damaged your drains lines by plugging the unit in you are out of your mind. My office talked with you this am to take care of the problem. You slander my company on the Internet or any other way I’ll be taking full legal action against you. At this point do not contact my office or me via email again.”I immediately called [redacted] and asked if he was aware that [redacted] had sent me this email. He said he knew about it. I told him I was fearful that he was en route to my home and my close to 80 year old father was there. I did not want a dangerous or escalated situation. [redacted] assured me that he was going to be unbiased and handle the situation.At about 1628 hours, I arrived home and met with [redacted] had already been in the attic. He explained that it looked as if the threaded fitting had not been properly attached to the AC unit, but further stated that, given the circumstantial evidence, his technician must have knocked it out of the AC unit. Based on that, [redacted] repaired the disconnected PVC fitting. He also pointed out that the drip pan, which had been funneling the water over-flowing from the disconnected pipe, had rusted out. [redacted] agreed, in writing, to repair the damage at his company’s expense and replace the drop pan at their expense as well.  I have copies of all email, text and written correspondence if needed. I have photographs and video of the damage if needed. I have independent witness information from the electrician, which will corroborate my account of this situation as well.Should [redacted] and the repairmen who are fixing and repainting the dry-wall complete the repairs at no expense to me as promised, I will consider this matter with Iceman rectified.  I think it prudent and pertinent to note that in [redacted]’s Revdex.com response, he notes that their tech did not work anywhere near the condensation lines. He is flat out wrong. He responded from a position of ignorance which, had he been willing to come out that night, would have been quickly remedied. Instead, he chose to argue and deny any responsibility, which aggravated the situation. I have no clue where he got the notion about [redacted]. I have never used [redacted], nor do I intend on using it in the future. What I can say is that had I chosen to post information about this situation on the internet, in no way shape or form does it constitute slander. These are all well documented facts that outline the situation with Iceman. Those facts aside, I told [redacted] that, based on his quick, positive and professional response, I would not post anything on the internet. I told him that I had contacted Revdex.com, but that no letter would be sent to the [redacted] (pending the satisfactory outcome of the events.)As I write this there are presently repairmen working on the drywall.Again, should all of the repairs be finished, I will consider this matter rectified and closed.Another pertinent fact to add is that had the technician only done what [redacted] originally stated, then the technician is negligent in not seeing the line disconnected from the unit. The line is immediately next to the unit and to the opening from the ceiling. I know this is not what happened, but [redacted]’s argument is self defeating. The line was clearly disrupted by the technician.
Regards,[redacted]

First off I would like to apologize to the homeowner because she is not  happy with our service. Unfortunately I have to respond because some statements in the complaint are not fact . In 20 years of being in the ac business I have never seen a control board damage any other items. Control...

boards only redirect power or transfer power, they do not act as a power source. A surge in power can come from another componant or motor and does not have to come from utility provider and a utility provider can not diagnos an air conditioner and would not be able to say this over the phone as they are not qualified to . As customer stated more than 1 item was damaged and also stated that our employee did say the board was failed, at this point I can only say he was right in his diagnosis as this complaint verifies. Also I can understand how this may look to the customer but the home warranty we work for and the customer is in a contract with, has very specific approvals and denials and we follow them to a T. The price of repair was given over the phone by an office manager and was just an estimate and without knowing what else was damaged a final number was never reached, also all pricing before customer is charged has to go through me and I would have charged under $400 for just a defrost board. We are a call committed company with the home warranty company and are held to a standard set in place by the home warranty and they will not allow these  type of actions that the customer is stating we are guilty of. Customer used an outside contractor and also stayed at a hotel which is customers right, but both decisions were made by customer and not my company. I would suggest customer talk to home warranty for possible reimbursement for hotel. We would like to refund the serivce fee of $75 and give an extra $50 so the customer can go out to a dinner on us. Once again we do apologize and do understand.

Ice Man did return to my home today, Aug 18, 2015.  They did fix the problem which I appreciate.  But, I have issues with this business.  If Ice Man would have communicated with AHS as they said they would, this could have been avoided.  Another option would have been for them to respond to my calls, voice mails, and email.  They didn't do that either.    If they would have simply communicated with me over the past week, this could all have been avoided.  In addition, our warranty company, AHS, did tell me that the duct work was covered when I spoke to them last week in addition to being written out in my policy.  I have reviewed the response made by the business in reference to complaint ID [redacted], and found the resolution to be satisfactory, but their explanation was not.  I consider this issue closed, however.

Regards,

Iceman cooling and heating was a sign by [redacted] to inspect and possibly make repairs to the homeowners Mini Split after arriving at the home and coming up with a diagnosis for the repair Iceman cooling and heating reported to [redacted] what was going on with the homeowners Mini...

Split. After discussion with [redacted] letting them know the homeowners property how did detached office that's a mini split was in this unit will not be covered for repairs due to the fact the office is detached from the property Iceman coin heating has to follow strict guidelines set by warranty companies and they do not allow repairs to be made on units that are detached from the residence. Some home owners get upset when their claims get denied unfortunately we do not deny them their warranty companies do we apologize for the inconvenience but this matter needs to be taken up with their home warranty

My air went out late last night so I contact my home warranty company and they assigned the issue to Iceman Heating and Cooling. Gene with Iceman was out today BEFORE the 4 hour window that they told me he would be there. He was completely honest and fixed the issue within 25 minutes. I am very happy with their tech and on how quick they responded to my service request in the middle of an Arizona summer. Thanks Gene and Iceman!

We were first called out to the property of [redacted] and [redacted] @ [redacted] on 7/11/2015 to look at unit that would not turn on after the homeowner had experienced a power outage. Our technician stated that the unit was not receiving enough voltage to run, the...

unit requires 115V and was only receiving 1.5V-1.9V, at which time our technician suggested to customer that an electrician should be contacted to correct issue and then call us to reschedule. Our technician visited property for continuation of call after electrician had been to property on 7/13/2015 at which time our technician then plugged in unit, unit functioning properly. We received customer email on 7/20/2015 accusing our technician of disconnecting\damaging the drain line to unit, when in fact our technician was not working anywhere near the drain line therefor could not be at fault. We are more than willing to send a technician back out to property to repair an remaining issues, however the customer is un-compliant and seems more interested in slandering our company via the Revdex.com, Registrar of Contractors as well as on Social Media including [redacted]. Overall we are willing to do our best to remedy the situation, even though the customer seems to be unsatisfied with any of our answers or suggestions. -Iceman Cooling and Heating

If I could give no stars I would. We have a Home Warranty and were forced to use this company. They are rude and completely unprofessional. We had them out at our house to fix a swamp cooler the beginning of July. When the left the first time because they needed to order a part, they left the back of the swamp cooler in pieces in my backyard. We spent the next couple of months trying to get a hold of them to find out the status. They would only call us back each time after numerous voice mails to tell us they were still searching for the part There is a phone number for parts number on the back of the appliance. They said that they couldn't find a the part needed only once we had approval from the home warranty to have it replace did they all the sudden come up with a part that they could use. They finally came out to fix the motor with a generic part. They lost the [redacted], the screws to hold the back on and the side pads were ruined because THEY left the back off for over 2 months. When I asked about them fixing the issue that they caused, the technician said he would have to check with the office but that they probably wouldn't cover those and that I could go buy the pads myself. His fix for the [redacted] was that we could just use pliers. After we didn't hear ANYTHING back from them we called again to find out the status. My husband was called a liar on the phone because they said they didn't lose the [redacted], the we were the ones that lost it. So now almost 3 months later they will be coming back out to the house to replace the [redacted] and pads....

Over the last two months we have started using Iceman for our AC service needs via [redacted] They have been great in all aspects from Amanda's responsiveness in the office to Curt's high level of technical skills on the service calls. We very much appreciate how they do business.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Iceman Cooling & Heating Was out at the customers house the next day she called in, [redacted] our service tec inspected the duct work and found a damper unit that was not installed the right way and was missing the straps that allow the damper to hang from the truss in the attic, [redacted] knowing...

this would not be covered went out to the service vehicle and returned with some parts to make a repair at the time the best he could do. system was repaired that day and functional .Home Owner talked with staff and we put her back on for the week after to make full repair to her damper that was not covered by the warranty company at no cost to her.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

They did not address my two main complaints. I would like to know why, even when I offered to pay for service, they said 'no, not really'. More importantly, I would like to know why my company sent them out because they supposedly worked on mini splits, but when they got here they said they didn't. In any other situation the $75 fee I paid them for the service call would apply towards any repair costs. Since they won't fix a job they agreed to do, and quite frankly they were apparently not qualified to do, I now lose that $75 credit. I want them to pay me $75.

Regards,