Leon C. Landis, Inc.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will be more than happy to take my business to a company that knows what they are doing Thank you for your help in this matter
Regards,
*** ***

On 6/19/14 we were contacted by [redacted] requesting us to service her air conditioning unit.  While the unit was running, it was not cooling.  According to our records, we had not been to the property for the AC unit since 2011.  When our technician arrived he followed normal...

operating procedures.  These procedures include measuring the refrigerant within the unit, visual inspection of the unit to locate any obvious leaks and tightening of all caps and fittings.  The unit was approximately 33% below the level of R22 (refrigerant) that is normally required for the AC unit to cool.  The next step is to refill the unit with the R22.  Since we had not been to the home in almost three years a loss of refrigerant seems to indicate a very small leak within the system.  HOWEVER, we could not be sure until more R22 was added to see if the unit released the refrigerant again.  It very well could have been a loose fitting or cap which would have been tightened during the work on the unit.  Approximately July 1, 2014 [redacted] contacted us again stating that the unit was not cooling at all.  The request for service was then cancelled.  When [redacted] contacted us concerning the bill we described to her what the typical procedures are when working with a system that had loss refrigerant over a three year period.  The next step would be to perform a nitrogen charging procedure that would have cost over $300.  [redacted] THEN informed us that between 2011 and the time she had contacted us that she had another company come out for the same problem.  Had we known this information before hand, we would have known that the unit was losing refrigerant at a greater rate.   We would have then immediately recommended the nitrogen charging test instead of us adding more R22.  We also told [redacted] that the "large leak" wording on her bill was a data entry mistake by our billing department.  There would have been no way for us to find a large leak without doing a nitrogen charging test.    With this being said, we are going to remove the amount owed for the refrigerant and all finance charges associated with this account.  We will also be closing this customer's account permanently.  Sincerely,
Robert *. L[redacted], Jr.
President

Review: I had called this company and told them that I thought I had a leak in my AC unit, that it wasnt holding the Frion. A service person proceeded to come to my house was there a very short amount of time and put Frion in the unit and left. Within 1 to 2 weeks all the Frion leaked out and I had no AC. I then got a bill saying there was a big leak in the system and they filled it with Frion. When I called to find out why they put Frion in the system when I reported a leak and never authorized Frion, I was told someone would call. A month later after getting no explanation, I get another bill with late charges. I wrote a note saying that I was still waiting on a call to explain why someone would put Frion in a unit that has a leak. Again I get no response, only a 2nd bill bith another late fee. So I called and the lady transferred me to Robert. His response is that putting Frion I. Is normal protocol even when the customer told them there was a leak. I asked why I wasn't called then before putting Frion...I never asked for it or authorizes it. He said I am never home when they are there, only my kids. I informed him that I have my cell phone on 24/7. As a matter fact they have already contacted me on it with other issues.Desired Settlement: I have no problem what so ever paying for the service call to come out and look at the unit. I agree I owe that. However, I do not agree that I should have to pay for Frion when it was never authorized or requested. I also do not agree to any late charges as I was actively requesting an explanation to the bill and was getting no responses back from this company.

Business

Response:

On 6/19/14 we were contacted by [redacted] requesting us to service her air conditioning unit. While the unit was running, it was not cooling. According to our records, we had not been to the property for the AC unit since 2011. When our technician arrived he followed normal operating procedures. These procedures include measuring the refrigerant within the unit, visual inspection of the unit to locate any obvious leaks and tightening of all caps and fittings. The unit was approximately 33% below the level of R22 (refrigerant) that is normally required for the AC unit to cool. The next step is to refill the unit with the R22. Since we had not been to the home in almost three years a loss of refrigerant seems to indicate a very small leak within the system. HOWEVER, we could not be sure until more R22 was added to see if the unit released the refrigerant again. It very well could have been a loose fitting or cap which would have been tightened during the work on the unit. Approximately July 1, 2014 [redacted] contacted us again stating that the unit was not cooling at all. The request for service was then cancelled. When [redacted] contacted us concerning the bill we described to her what the typical procedures are when working with a system that had loss refrigerant over a three year period. The next step would be to perform a nitrogen charging procedure that would have cost over $300. [redacted] THEN informed us that between 2011 and the time she had contacted us that she had another company come out for the same problem. Had we known this information before hand, we would have known that the unit was losing refrigerant at a greater rate. We would have then immediately recommended the nitrogen charging test instead of us adding more R22. We also told [redacted] that the "large leak" wording on her bill was a data entry mistake by our billing department. There would have been no way for us to find a large leak without doing a nitrogen charging test. With this being said, we are going to remove the amount owed for the refrigerant and all finance charges associated with this account. We will also be closing this customer's account permanently. Sincerely,