John's Auto Shop

On November 2014 our technician did not explain very well to the homeowner that they had [redacted] on the [redacted] and that it might need replacing, instead made them feel that they needed to have it replaced which is a lack of training on our part.  On 4/13/2015 when the technician ran the...

[redacted] up it was discovered that the system was low on [redacted] and it was in the [redacted] and it needed to be replaced.  Our recommendation was to replace the system or just the [redacted] that could run into lots of money.  The reason the repair would be so high is that the system is [redacted] which is being phased out of the industry and replaced with [redacted] which is more environmental friendly and [redacted] is very costly to use.   They had another A/C company say they were low on [redacted] and just added it, when your system is low on [redacted] it has a leak somewhere.  We are very sorry that [redacted] feels as though she can't [redacted] us anymore and I believe that we had already agreed with her to refund her money.

Airteam will refund the $85.00 to Mr. [redacted] and will no charge the repair/replacement service on 9/1/2016.  We believe this was just a chain of events that happen and trying ro defend the situation would not be very customer oriented.  Customer satisfaction is very important to everyone at...

Airteam.

The [redacted]'s have requested that we stop calling for payment on the coil replacement which clearly was a mistake on our part and we have agreed to that request.  They did purchase a maintenance contract with us for $159.00 and have another check up due to them.  If they are not satisfied with Airteam and wish to have the money refunded to them we would have no issue in doing so. 
 
Respectfully,
[redacted]
Airteam Ltd.

We apologize for not clearly explaining the labor charge when replacing a coil.  It is not the same as an hourly rate and this should have been explained when we diagnosed the coil needed to be replace.  For this total lack or responsibility on our part we have decided to refund all the...

labor for the coil replacement.  We never want our customers to feel as if we are overcharging them for services performed.   We have contacted the homeowner by phone and have explained what we were going to do.