Kasidonis Heating & Cooling, Inc.

TO WHOM IT MAY CONCERN:I would like to reply and go over all needed regarding the complaint filed by a recent plumbing job for an existing customer.We came out on 7/30/and quoted some various pump and other work needing done IN THE HOME for $(this was all materials and labor provided to get
the work done.We did note on the quote/contract that IF ANY ADDITIONAL WORK WAS NEEDED, IT WOULD BE ADDITIONAL.We then got the work sheduled and went out on 8/9/ Fairly quickly once work began inside the home it was apparent that work outside the home would be needed also The customer had been dealing with several recurring issues that never were truly fixed With what we did ALL ISSUES WERE RESOLVED We had gone over with both husband and wife, went over the details of what was needing to be done OUTSIDE WORK which is separate on top of what we were doing INSIDE the home We quoted the additional $and told to go ahead WE HAD FOUR PLUMBERS working all day and into the night to complete the customers work SAME DAY We had to rent digging equipment, dug alot by hand and ran piping and the trench about ft long and I hAVE PROVIDED PICTURES OF ALL WE DID AND ALL THIS ENTAILED and the signed contracts to the Revdex.com to share with our customer When it was finally done late about 9pm and going over all to collect, the customer seemed surprised at the amount for the additional work so we addressed and went over all again and provided an invoice/contract for them The customer was thinking $for ALL THE LABOR AND MATERIALS for the ADDITIONAL work, but it was which is very competitive and anyone else would have charged that at least if not more Again guys, a very long day/night and lots of digging and piping and still did all the inside work that customer was fine with also I am sorry for any confusion or misunderstanding, on the price but how anyone could think you get all that for $500???? AND THE CUSOTMER DID CALL TO SAY HE WAS VERY HAPPY WITH THE WORK, ALL ISSUES WERE FIXED...BUT HE FELT WE OVERCHARGED HIM WHICH WAS NOT TRY AND THEY DID SIGN THE CONTRACTS AND AGAIN HAD USED US BEFORE AND WAS HAPPY THEN ALSO,,,,,WE HAVE PICTURES TO SHARE WITH ANYONE WHO WOULD LIKE TO SEE THEM AND WE HAVE A DETAILED LIST OF ALL DONE FOR INSIDE WORK AND THEN OUTSIDE WORK WE WORK VERY HARD AND WE HAVE DONE THIS FOR YEARS, AND STAND BEHIND OUR WORK AND OUR EMPLOYEES AND ALL WE DO, AND TRY TO HELP ALL WE CAN THANK YOU AND HAVE A GOOD DAY, JUNE & STEVE K***

Initial Business Response /* (1000, 6, 2016/05/14) */
We appreciate the opportunity to be able to respond to the consumer complaint as well as comments by another company (competitor). We also appreciate our customers repeat business and want to try to review all needed. We stand behind our work,...

our techs, and 21 years in business and all we do to help our customers. On 4/15 it was our service mgr who wss actually doing customer start up on the new A/C we installed. While there (as you can see on the invoice) he made several notes about what he noticed with the existing older furnace. It is clearly under RECOMMENDATIONS and not a sense of urgency or mandatory statement, and the call that day was a NO CHARGE! Typically it is stating that the blower motor, cap & wheel SHOULD be replaced (again suggesting not forcing). To give background on why this is something from experience and any knowledgeable tech would know this, when a motor whines and is loud that is indication it will fail in a matter of time, the more used, the sooner it will happen. When running your furnace for heat it runs at lower speed and draws less amps BUT WHEN RUNNING IT FOR A/C, like we were doing for the A/C Start up, the motor runs at a higher speed and draws a lot more amps and that is when it will typically go, but the whining and noise it makes is what that indicates and why we said what we did. Not sure who this other company is? I have never heard of them? I don't know the experience and knowledge of their techs or if they ran the furnace for A/C cooing not just typical heat?? Lot's of questions I would have about them and again it's their word against what we stand behind and have done for 21 years with thousands of a-1 testimonies, reports and other behind us. We are family owned and run, we are state licensed, certified, bonded, insured and have well trained techs who have been in the industry for many years! Again WE STAND BEHIND OUR DIAGNOSIS, RECOMMENDATIONS AND THE WORK WE DO. So to say we are dishonest is not fair at all, to see the details in my reponse should speak for itself and I hope helps our customer understand more about the recommendation we made and why. We would be more than happy to come out and go over it and run it and point out all needed again, as well as when it goes once the heat is finally here and he runs his new A/C continually the older motor on existing furnace WILL FAIL and that is when customer will know for sure we were right and why we stand behind what we said and are very familiar with and dealt with quite often. We are not new to this, done it for 21 years and our rates are very competitive, we offer 24/7 emergency no overtime or travel charges,,,Again I have no idea who [redacted] is? Who came out? If he ran it on A/C or just HEAT, and that could be why he didn't hear or see what we saw. When it fails, we welcome customer to call us and we will come out and get that matter taken care of, cause it is suppose to be a hot summer. We are only one call away to discuss this further, which we would have preferred to do instead of go thru Revdex.com, we are here to help however we can. I hope this is satisfactory and helpful to the customer and that he knows this is a company to trust and to have take care of your system whatever you may need and whenever you may need it. Thank you Revdex.com & Customer for allowing me this opportunity to help explain all I believe needed. Sincerely Steve & June K[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2016/05/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My home is less than 10 years old, which means that the furnace is less than 10 years old. Although Kasidonis has an A rating with the Revdex.com, it does not mean anything to me, because the technician with [redacted], told me that they have an A rating with the Revdex.com as well. I will have [redacted] come out and test the furnace, with the air conditioner running. I am sure that they will not charge me to do that. I will get the technicians report in writing, and forward it to the Revdex.com. The fact that Kasidonis has been in business for 21 years does not impress me, because I almost paid $625.00 for a lack of knowledge. The technician with [redacted] told me that a blower motor for my make and model furnace, would not have cost over 275.00. I do not want Kasidonis in my home again under any circumstances. The fact that I have called them dishonest, is my own opinion and I am entitled to it. Once a technician comes out and tests the furnace blower motor, with the air conditioner running, I will forward the report to the Revdex.com for review.

Initial Business Response /* (1000, 5, 2016/02/07) */
I would be more than happy to review and detail what transpired with Mrs. [redacted]. On 1/20 we were out to her home to do a routine Furnace Clean & Check. We go thru a process of many steps to clean and be sure the furnace is running as...

efficiently as possible and safe, which we did. Please NOTE THAT THIS FURNACE IS A 1996 Carrier furnace and was running best it could for the age of it. The next evening we received a call she was starting to hear a louder noise and we immediately set up an apt that she wanted which was 1pm the next day (1/22). The service tech out reviewed where this new and sudden noise was coming from and it was the inducer motor starting to go bad, nothing to do with C&C. We discussed and went over with her and Mr. [redacted] that it would need a new motor and the price of the part including labor to install it and out the door with warranty and all was $485. Mrs. [redacted] was not happy with that, she blamed us for the sudden motor issue on this 20 year old furnace and was not nice on the phone and hung up on us and we were waiting to hear what they wanted to do. This was nothing we caused, we have in our many years of business seen the motors and key parts start to go as the furnace ages and we try to help our customers and keep the furnace going as long as possible till it is time to replace it entirely. We are here to help replace the motor if she would like, we will give her the additional coupon discount off which is $35 or 10% off if that will help the matter, but we can not do it for free, nothing we did wrong and only trying to help her. I hope we can resolve this matter and we really don't like to have an unhappy customer ever. Thanks to all who are looking into this for us, and again I hope we can resolve the matter and we are here should there be any further questions or information needed. Have a good day, June K[redacted]
Initial Consumer Rebuttal /* (3000, 7, 2016/02/09) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I hired [redacted] to inspect my **2006 CARRIER FURNACE** on January 24th. At this time I was advised that the furnace had not been cleaned as there was dust and particles throughout the furnace. I was also advised that the bolt on the inducer motor was lose and causing the noise. Since this bolt was not on correctly the inducer motor was spinning off balance and warping. Furthermore, I am at least requesting a full refund of the $55 I paid for the poor cleaning job and lack of correct reassembly of my 2006 Carrier furnace.
Final Consumer Response /* (3000, 16, 2016/02/23) */
I have not received the refund of $55 yet.
Thanks
Final Business Response /* (4000, 19, 2016/02/25) */
[redacted]
I believe I replied a week or so ago, I said I would refund her $65 paid for the clean and check since she felt so strongly we did not do it, so what else is needed,,,I said I would refund, that is what she wanted???
Pls advise, I am confused
THX
JUNE K[redacted]
Additional Information:
Business informed Revdex.com that the consumer has cashed the check and should be satisfied.