L.J. Refrigeration

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.

The following is a little abstract and may help shed some light on the situation. The client-professional relationship is a functional relationship and is intended to be a functional relationship. I study logic and so this is going to be some what technical though I hope interesting. I noticed that L.J. Refrigeration seems to think the either it is a relationship involving equals or L.J. Refrigeration is the superior. Such beliefs are an anathema to professionalism because it denies the functional relationship. I believe that there is an implicit claim being made by L.J. Refrigeration that my mother exists to serve them instead of it being the other way around. Yes, such a relationship would be a functional relationship, but it would be backwards.

The services a professional provides is a conversion. The professional simplifies your life in exchange for cash. In mathematics and computer programming this is known as a directed equation. It is an equation that goes in only one direction. On one end of the equation you have simplicity. On the other hand you have complexity and ambiguity that the professional resolves. Any time a professional introduces needless complexity in your life and they are on your pay role, the professional is not upholding the sacred client-professional relationship. This is easily demonstrated though many an unethical professional have tried to disagree no doubt throughout history. If you assume equality, equality implies by logical necessity that the relationship is one involving an equation, that is a bidirectional relationship. If the relationship were bidirectional I could watch a do it yourself program, repair the air conditioner myself and bill L.J. Refrigeration for my services which would be absurd. One must ask, Has L.J. Refrigeration introduced needless complexity into our lives? Is not showing the client deference, acting as if the client is powerless and without authority upholding the sacred client-professional relationship? In order to uphold the client-professional relationship the professional must show deference to the client. Can you see a way in which it is clear that L.J. Refrigeration showed the client such deference?

Yesterday, I telephone you that is the Revdex.com (Revdex.com) to see if they had gotten my e-mail that I sent them last week on 24 July 2014. I spoke with [redacted]. The Revdex.com finished processing it the day before and forwarded a copy to L.J. Refrigeration on the 29th.

I have it. L.J. Refrigeration sent you. It includes scanned images of some of their records. Their phone log is not in chronological order. The entry on top says 5/1, the next entry not surprisingly says 5/1, the third entry says not surprisingly 5/2, but the fourth entry says 5/1. For the sake of discussion I am going assume that the initial transaction occurred on 5/1 and this was the day I paid L.J. Refrigeration for the repair of the air conditioner and two hours later called them to report that the air conditioner was not working and the symptoms had not changed.

All the work that had been done had no effect. I did not contract L.J. Refrigeration to replace one or more components in the air conditioner. I contracted them to find out what was wrong and to fix it. I was able to arrive at the conclusion that L.J. Refrigeration had misdiagnosed the problem through deductive reasoning. No special skills are required to arrive at this conclusion. The attempt to squirm out of it in itself indicates poor judgement. This is just not something you can squirm out of. At this time all I was interested in was getting the air conditioning working. Since it was the evening I was concerned about a potential argument they could make with insisting that they come out to repair the air conditioner at night that is outside regular business hours. I just wanted what was usual and customary. I had them come by the next day though they did offer to come out that evening. It is an offer I refused. Upon reflection it is conceivable that L.J. Refrigeration has a preference for working at night because it gets them out of the sun. It is conceivable that their recollection may be faulty due to this reason. It was some time ago and they may be going on not what happened, but on romanticized imaginings. For example, "That same evening, Friday, May 2, 2014 at approx.. 6pm [redacted] called our office and spoke with [redacted] stating his system was not cooling. [redacted] told him she would send [redacted] back out to see what was going on with the system. Upon arrival [redacted] found the system was cooling and everything was operating as it should." This is false and utter nonsense. No such event ever took place. What are these people talking about? "[redacted] asked that he not touch the thermostat ( leaving it on ) ..." What? No such conversation ever took place. Maybe they are confusing me someone else? If I go through ever false statement they made this is going to be a very long letter. It is an overwhelming torrent of false statements. The following is what went down in truth. I swear to God there was no complicated series of transactions. I made no urgent demands. Maybe they are hearing voices. I cannot explain it other than to say maybe they are confusing me with someone else. Ah, in the past, but not in recent history we have discussed problems we have had with the air conditioner. Over the last several years that we talked with them about a musk odor and other problems that have been present in the air condition since day one ever since they installed it years ago. Maybe they are mixing notes from previous years ago into their narrative. The elderly gentlemen reported to me that the person who he spoke to on the telephone which I believe is [redacted] did do something strange which was she went through their entire record dating back years. It is conceivable that once upon a time they spoke with my mom and she insisted that they come quick because it was in the middle of the summer or the excessive vibration or the odors alarmed her or something. Their narrative is a mixed up collashe. Yes, that helps to explain it. If you don't believe me, just look at the copy of a page from their telephone log they gave you. Their records are not orderly. I hate to mention it because I have a forgiving character. Tend to forgive people and I tend to make excuses for people. I also tend to be straight with people.

[redacted] claims that she gave me a lecture about them being busy. I do not recall having received such a lecture. [redacted] said that he called me on the cell phone that evening. I vaguely recall such a phone call. I have no recollection of receiving a lecture from [redacted] on the telephone or earlier that afternoon when he declared that the air conditioner was fixed and I paid for everything in full. It was a simple transaction. There were no elaborate explanations. Simple, 1 2 3 out the door. [redacted] finally showed up the next day at night. I have a clear image of the transaction in my mind's eye for whatever reason. From where I was standing I could see the black sky through the window. It was at night, the night of 5/2 that is the day after 5/1. He took his time showing up, but it didn't bother me. The weather was good and we did not arrange for a specific time for him to appear, but there is a presumption that it would have been during normal business hours. It didn't take long for [redacted] to figure out what was wrong, that it was the thermostat. He replaced it. His manner was casual. I was not presented with a bill and so I asked him about it just so there should be no misunderstanding as a matter of course not because I had any reason to believe that I owed him anything. I asked him, Do I owe you anything? He said there was no charge which made perfect sense. Exactly as I said, he gave me his word.

Even if one were to entertain the possibility that my mother owes them money regardless of any verbal claims it would not make sense given that I was presented with a bill the day before. It would be an inconsistency, something that doesn't make sense, something that doesn't add up. Notice that in the reply L.J. Refrigeration offers no explanation for why no signature appears on their bill dated 5/2. Notice further they had not invoked any legal authority such as a contractual provision. Also notice that the bill was for $238, not $160 as [redacted] believed it was nor $260 which the bill I received states. Notice BOTH parts and labor are inclined. Where did the 260 come from? The bill I received does not state that it was for both parts and labor. It says only that I owe them $260 for the thermostat. It is not itemized nor qualified. Further notice, especially given what happened on 24 May 2014 which I describe in my e-mail to you dated 24 May 2014 that an ordinary person might come to the conclusion that L.J. Refrigeration has an obsessive compulsive disorder which makes it scary. It is one thing to aggressively pursue money that is owed to you and another when you don't even have a signature. This is outrageous. Not only do they not have a signature there is a reason why that makes sense. It makes sense that it was a no charge. What more can you ask? Their letter to you does not acknowledge that I have any say, yet I do have a say. I have the power to say problem solved, problem not solved. That gives me a certain amount of power that they are refusing to acknowledge and by the way 33% of the original charges of zero is zero. So you come up with this fantastic figure, to then claim that you are good guy for having reduced it? This is a head game that is played in order to confuse you. I hope the Revdex.com has the presence of mind to see through this. This is bunk.

One of my concerns is their conduct would make the exercise of any warranties problematic. For cause I cannot permit them come to my home. I explained why in my e-mail dated 24 July 2014. They did not respond to my order in an appropriate nor timely fashion. I had to repeat myself far too many times. I had to physically block [redacted] from stealing our property, namely the thermostat, after the order to leave was expressly given. Another company will be needed. As I stated in my e-mail making contact with me via the Revdex.com in writing is satisfactory.

Regards,

[redacted]

In response to the latest correspondence from [redacted], we would like to keep to the facts only. It is our intention to resolve this complaint swiftly to avoid further delay.There were Two equipment failures. - Failure One, Variable Speed Indoor Blower Motor. - This motor was replaced under factory warranty, the charge of $160 is the labor and warranty exchange rate. - The service charge during regular business hours is $78.00 - Total bill $238.00, paid by credit card at time of service. - [redacted] test ran the unit and was working correctly after completion of motor replacement. - If the air conditioning problem was “misdiagnosed” it would not have operated correctly after this repair.  - Failure Two, Thermostat. - This thermostat was replaced hours after failure one. The charge for a new thermostat is $160 which includes the part, tax and labor.  - [redacted] was out after 5pm, therefore there is an overtime charge of $156 which he credited $78 of, only charging a regular rate of $78. This charge was credited later, after discussion with the homeowner (who is not the complainant). - Total bill (after adjustments) was $160, which was paid over the phone on June 30, 2014.[redacted], the service technician is also the owner of LJ Refrigeration. - He has over 34 years of experience in HVAC service in the valley.  - He has always provided honest and reliable throughout his career. - He has always acted in accordance with - The Revdex.com Codes of Business - All State and Federal Business Laws and Codes of Conduct To our understanding, [redacted] is asking for the following: - A refund of $160 for the thermostat - To keep the thermostat installedOur proposed resolution is the following: - In addition to the two credits of $78 each ($156 total) already made to the account - A refund of $160  - Return of our thermostat - It is unethical and unfair for the consumer to keep the thermostat in addition to receiving a refund for the partAs a three-generation family owned and operated small business for over 30 years in the Valley, we pride ourselves on remaining consistently honest and reliable. While we greatly value each and every one of our customers, and we make great efforts to reconcile any concerns, complaints or disputes. Should our proposed resolution be denied by [redacted], we ask that that Revdex.com give suggestion to an ethical and reasonable reconciliation. We are not opposed to sitting in mediation with [redacted] and a representative from the Revdex.com.Sincerely,[redacted]Owner / PresidentLJ Refrigeration Co., Inc.

On Thursday, May 1, 2014 [redacted] called our office (as custodian for his mother, [redacted]) late in the day to schedule a service call. [redacted] gathered the pertinent information including name of customer, service address including cross streets, important phone numbers of the owner as well...

as any contact information for any relevant tenant or custodian. [redacted] stated that the air conditioning unit was not cooling. As with every customer and with priority to our elderly customers, [redacted] made [redacted] aware that we have a full schedule, however if we are able to get a service technician there before 5pm, we most certainly would. (We call this our waitlist). If not, we offer an overtime scheduled after 5pm where the service charge increases to $156, or we could add them to our next day schedule. We always leave the option to the customer. It was decided to try the waitlist, and if not then placement on the next day schedule would occur. (Please refer to Attachment A and B).

 

Our service technician, [redacted], came out to [redacted]’s property located at [redacted] the next day, within 24 hours of the original phone call made by [redacted].

 

[redacted] diagnosed that the indoor blower motor was bad, had failed and needed to be replaced. The part itself (variable speed indoor blower motor) was under factory warranty. The materials and labor to exchange the part was not. [redacted] quoted the owners $160 to change out the motor under warranty. In addition to our $78 service charge, the total bill would be $238.00. [redacted] was given authorization and proceeded to remove the variable speed indoor blower motor, and follow our warranty parts procedure which includes driving (across town) to the manufacturer’s distributor, filing the appropriate paperwork, with approval exchange of the warrantied part, then travel back to the jobsite to install the new (warrantied) part. [redacted] collected payment via Visa credit/debit card (ending in [redacted]) from [redacted] D [redacted] at 1:40pm. (Please refer to Attachment C and D).

 

That same evening, Friday, May 2, 2014 at approx.. 6pm [redacted] called our office and spoke with [redacted] stating his system was not cooling. [redacted] told him she would send [redacted] back out to see what was going on with the system. Upon arrival [redacted] found the system was cooling and everything was operating as it should. Since everything was operating properly [redacted] asked [redacted] to call him if it stops cooling again. That same evening, Friday, May 2, 2014 at 7:30pm MST [redacted] D [redacted] called our company and left a message with our answering service stating the following: Urgent/ Musty odor with hot air after unit was serviced / Please call me asap.

[redacted] (who was the service technician on call that evening) was on another service call at the time. 28 minutes later, [redacted] called our company back, leaving another message with our answering service stating the following: Need to speak with tech again / When the unit gets to the proper temperature it switches to heat. (Please refer to Attachment E).

 

[redacted] called [redacted] back per [redacted]s request. [redacted] asked that he not touch the thermostat ( leaving it on ) as he was on his way back and would be there in 20mins. In our industry, a service call for “Not Cooling” versus a service call for “Odors” or “Blowing Heat” are not the same. Clearly, the unit had another (different) failure. [redacted] came back out to the property, at 8pm and diagnosed the thermostat shorting out. Upon verbal authorization [redacted] replaced the thermostat, leaving the old (original) thermostat at the customer’s home. Out of consideration for a long standing customer relationship with the [redacted] family, [redacted] decided to bill the customer (net 30 day) instead of collecting payment at time of service. (Please refer to Attachment F).

 

After multiple statements were sent to the [redacted] residence, [redacted] placed a phone call to the homeowners on June 30, 2014. An elderly gentleman (Nicholas Lombardo), discussed the bill with [redacted] and expressed in detail his dissatisfaction. With over 30 years of customer service experience, [redacted] asked how we can resolve his discontent. He did not want to pay the bill in its entirety. [redacted] acquiesced stating that although we already adjusted the overtime service charge, we would waive the remaining service charge (of $78) and come back to remove our thermostat, therefore eliminating the sustaining balance. This was unaccepted, as the owner wanted to keep the thermostat. After consideration, the homeowner agreed to pay for the thermostat if we agreed to waive the service charge. The gentleman provided us with a Visa credit/debit card (ending in [redacted]) and verbally authorized the $160 charge. (Please refer to Attachment G).

 

On Wednesday, July 23, 2014 [redacted] received a phone call from Kimberly Overton from the Revdex.com making us aware that we have a pending dispute that requires a response by Friday, July 25, 2014. Completely unaware, we requested that the original email (dated July 3, 2014) be sent to us via email so that we can reply. (Please refer to Attachment H).

 

That evening, [redacted] placed a phone call to [redacted] D [redacted], leaving him a message asking to return his call so that he can better explain the technical details. [redacted] placed another phone call to [redacted] the following morning. After several hours of no response, and being at a time disadvantage, [redacted] (along with another service technician, [redacted]) drove to the [redacted] residence. [redacted] was told that [redacted] was not home at that time but would be returning later in the day. [redacted] left his business card and hand wrote his personal cell phone number on it, asking that [redacted] call him as soon as possible. Again, after hours of no response, [redacted] made a final attempt to contact [redacted] arrived at the [redacted] residence in the late afternoon (approximately 5pm). [redacted] was home, and [redacted] was able to speak with him in person.

 

[redacted] explained that when he got to the residence for the original service call, “Not Cooling” he diagnosed the motor as bad, and proceeded with the warranty parts protocol, coming back to install the new motor. By timestamp on the credit card receipt, the repair was completed at 1:40pm. The unit was cooling efficiently for approximately 5+ hours before it begun to show another (different) failure. When [redacted] returned, he diagnosed the thermostat shorting. With approval, he replaced the thermostat. At no point during the original repair did the thermostat show evidence of shorting or failure. If it had, we would have replaced it at that time. [redacted] tried to calmly explain that while not necessarily common, multiple problem can and will occur, as was evident to this case. [redacted] became increasingly upset and theorized that [redacted] (a service technician with over 34 years of experience) misdiagnosed the problem. Again [redacted], with the assistance of [redacted] tried to explain that the motor was indeed the original failure, otherwise it would not have operated correctly for those hours in between service calls. [redacted] was intolerant of the explanation, no matter how technical or un-mechanical [redacted] and [redacted] tried to explain it. As [redacted] became more aggressive in manner, [redacted] tried to settle the disagreement by offering to take back our thermostat and refunding the $160 for the part. [redacted] did not accept [redacted]’s offer. [redacted] stated that we were to refund the charge for the thermostat ($160) and in addition the thermostat would remain installed.

 

When [redacted] began to explain that [redacted]’s order was not going to happen, [redacted] became irate and demanded that both [redacted] and [redacted] leave the property immediately. Without hesitation, they did so, all the while obscenities being yelled at them.

 

Being a family owned and operated business for well over 30 years in the valley, we pride ourselves on giving excellent customer service. If and when disputes occur, we always try to resolve the problem with the upmost honesty and integrity. In this case specifically, we made several financial adjustments to the amount due ($156 credit in total). We only asked that these authorized repairs (parts and labor, flat-rated) be paid for, as they were.

 

We have an exceptional rating with the Arizona Revdex.com, and an impeccable reputation among our customers. We always work in a compassionate and ethical manner when it comes to our customers, exceedingly so with our elderly customers as cooling and heating are quite literally life and death situations. To suggest that we would be a company who take advantage or scam the elderly is atrocious, slanderous, and we reject any and all comparison. In addition, the accusations that we would intentionally misdiagnose or create fake bills is completely preposterous and unthinkable, not to mention unlawful. In no way would we ever jeopardize the reputation of our business and the integrity of us as a family.

 

At this time, we feel that we have made several attempts to resolve this conflict, giving a $156 credit (33% of the original charges). We are more than willing to refund the $160 charge in return for our thermostat. We hope that we can come to an amicable and honest resolution.

 

Thank You,

Owner / President

LJ Refrigeration Co., Inc.

In response to the latest correspondence from [redacted], we would like to keep to the facts only. It is our intention to resolve this complaint swiftly to avoid further delay.There were Two equipment failures. - Failure One, Variable Speed Indoor Blower Motor. - This motor was replaced under factory warranty, the charge of $160 is the labor and warranty exchange rate. - The service charge during regular business hours is $78.00 - Total bill $238.00, paid by credit card at time of service. - [redacted] test ran the unit and was working correctly after completion of motor replacement. - If the air conditioning problem was “misdiagnosed” it would not have operated correctly after this repair.  - Failure Two, Thermostat. - This thermostat was replaced hours after failure one. The charge for a new thermostat is $160 which includes the part, tax and labor.  - [redacted] was out after 5pm, therefore there is an overtime charge of $156 which he credited $78 of, only charging a regular rate of $78. This charge was credited later, after discussion with the homeowner (who is not the complainant). - Total bill (after adjustments) was $160, which was paid over the phone on June 30, 2014.[redacted], the service technician is also the owner of LJ Refrigeration. - He has over 34 years of experience in HVAC service in the valley.  - He has always provided honest and reliable throughout his career. - He has always acted in accordance with - The Revdex.com Codes of Business - All State and Federal Business Laws and Codes of Conduct To our understanding, [redacted] is asking for the following: - A refund of $160 for the thermostat - To keep the thermostat installedOur proposed resolution is the following: - In addition to the two credits of $78 each ($156 total) already made to the account - A refund of $160  - Return of our thermostat - It is unethical and unfair for the consumer to keep the thermostat in addition to receiving a refund for the partAs a three-generation family owned and operated small business for over 30 years in the Valley, we pride ourselves on remaining consistently honest and reliable. While we greatly value each and every one of our customers, and we make great efforts to reconcile any concerns, complaints or disputes. Should our proposed resolution be denied by [redacted], we ask that that Revdex.com give suggestion to an ethical and reasonable reconciliation. We are not opposed to sitting in mediation with [redacted] and a representative from the Revdex.com.Sincerely,[redacted]Owner / PresidentLJ Refrigeration Co., Inc.

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.

The following is a little abstract and may help shed some light on the situation. The client-professional relationship is a functional relationship and is intended to be a functional relationship. I study logic and so this is going to be some what technical though I hope interesting. I noticed that L.J. Refrigeration seems to think the either it is a relationship involving equals or L.J. Refrigeration is the superior. Such beliefs are an anathema to professionalism because it denies the functional relationship. I believe that there is an implicit claim being made by L.J. Refrigeration that my mother exists to serve them instead of it being the other way around. Yes, such a relationship would be a functional relationship, but it would be backwards.

The services a professional provides is a conversion. The professional simplifies your life in exchange for cash. In mathematics and computer programming this is known as a directed equation. It is an equation that goes in only one direction. On one end of the equation you have simplicity. On the other hand you have complexity and ambiguity that the professional resolves. Any time a professional introduces needless complexity in your life and they are on your pay role, the professional is not upholding the sacred client-professional relationship. This is easily demonstrated though many an unethical professional have tried to disagree no doubt throughout history. If you assume equality, equality implies by logical necessity that the relationship is one involving an equation, that is a bidirectional relationship. If the relationship were bidirectional I could watch a do it yourself program, repair the air conditioner myself and bill L.J. Refrigeration for my services which would be absurd. One must ask, Has L.J. Refrigeration introduced needless complexity into our lives? Is not showing the client deference, acting as if the client is powerless and without authority upholding the sacred client-professional relationship? In order to uphold the client-professional relationship the professional must show deference to the client. Can you see a way in which it is clear that L.J. Refrigeration showed the client such deference?

Yesterday, I telephone you that is the Revdex.com (Revdex.com) to see if they had gotten my e-mail that I sent them last week on 24 July 2014. I spoke with [redacted]. The Revdex.com finished processing it the day before and forwarded a copy to L.J. Refrigeration on the 29th.

I have it. L.J. Refrigeration sent you. It includes scanned images of some of their records. Their phone log is not in chronological order. The entry on top says 5/1, the next entry not surprisingly says 5/1, the third entry says not surprisingly 5/2, but the fourth entry says 5/1. For the sake of discussion I am going assume that the initial transaction occurred on 5/1 and this was the day I paid L.J. Refrigeration for the repair of the air conditioner and two hours later called them to report that the air conditioner was not working and the symptoms had not changed.

All the work that had been done had no effect. I did not contract L.J. Refrigeration to replace one or more components in the air conditioner. I contracted them to find out what was wrong and to fix it. I was able to arrive at the conclusion that L.J. Refrigeration had misdiagnosed the problem through deductive reasoning. No special skills are required to arrive at this conclusion. The attempt to squirm out of it in itself indicates poor judgement. This is just not something you can squirm out of. At this time all I was interested in was getting the air conditioning working. Since it was the evening I was concerned about a potential argument they could make with insisting that they come out to repair the air conditioner at night that is outside regular business hours. I just wanted what was usual and customary. I had them come by the next day though they did offer to come out that evening. It is an offer I refused. Upon reflection it is conceivable that L.J. Refrigeration has a preference for working at night because it gets them out of the sun. It is conceivable that their recollection may be faulty due to this reason. It was some time ago and they may be going on not what happened, but on romanticized imaginings. For example, "That same evening, Friday, May 2, 2014 at approx.. 6pm [redacted] called our office and spoke with [redacted] stating his system was not cooling. [redacted] told him she would send [redacted] back out to see what was going on with the system. Upon arrival [redacted] found the system was cooling and everything was operating as it should." This is false and utter nonsense. No such event ever took place. What are these people talking about? "[redacted] asked that he not touch the thermostat ( leaving it on ) ..." What? No such conversation ever took place. Maybe they are confusing me someone else? If I go through ever false statement they made this is going to be a very long letter. It is an overwhelming torrent of false statements. The following is what went down in truth. I swear to God there was no complicated series of transactions. I made no urgent demands. Maybe they are hearing voices. I cannot explain it other than to say maybe they are confusing me with someone else. Ah, in the past, but not in recent history we have discussed problems we have had with the air conditioner. Over the last several years that we talked with them about a musk odor and other problems that have been present in the air condition since day one ever since they installed it years ago. Maybe they are mixing notes from previous years ago into their narrative. The elderly gentlemen reported to me that the person who he spoke to on the telephone which I believe is [redacted] did do something strange which was she went through their entire record dating back years. It is conceivable that once upon a time they spoke with my mom and she insisted that they come quick because it was in the middle of the summer or the excessive vibration or the odors alarmed her or something. Their narrative is a mixed up collashe. Yes, that helps to explain it. If you don't believe me, just look at the copy of a page from their telephone log they gave you. Their records are not orderly. I hate to mention it because I have a forgiving character. Tend to forgive people and I tend to make excuses for people. I also tend to be straight with people.

[redacted] claims that she gave me a lecture about them being busy. I do not recall having received such a lecture. [redacted] said that he called me on the cell phone that evening. I vaguely recall such a phone call. I have no recollection of receiving a lecture from [redacted] on the telephone or earlier that afternoon when he declared that the air conditioner was fixed and I paid for everything in full. It was a simple transaction. There were no elaborate explanations. Simple, 1 2 3 out the door. [redacted] finally showed up the next day at night. I have a clear image of the transaction in my mind's eye for whatever reason. From where I was standing I could see the black sky through the window. It was at night, the night of 5/2 that is the day after 5/1. He took his time showing up, but it didn't bother me. The weather was good and we did not arrange for a specific time for him to appear, but there is a presumption that it would have been during normal business hours. It didn't take long for [redacted] to figure out what was wrong, that it was the thermostat. He replaced it. His manner was casual. I was not presented with a bill and so I asked him about it just so there should be no misunderstanding as a matter of course not because I had any reason to believe that I owed him anything. I asked him, Do I owe you anything? He said there was no charge which made perfect sense. Exactly as I said, he gave me his word.

Even if one were to entertain the possibility that my mother owes them money regardless of any verbal claims it would not make sense given that I was presented with a bill the day before. It would be an inconsistency, something that doesn't make sense, something that doesn't add up. Notice that in the reply L.J. Refrigeration offers no explanation for why no signature appears on their bill dated 5/2. Notice further they had not invoked any legal authority such as a contractual provision. Also notice that the bill was for $238, not $160 as [redacted] believed it was nor $260 which the bill I received states. Notice BOTH parts and labor are inclined. Where did the 260 come from? The bill I received does not state that it was for both parts and labor. It says only that I owe them $260 for the thermostat. It is not itemized nor qualified. Further notice, especially given what happened on 24 May 2014 which I describe in my e-mail to you dated 24 May 2014 that an ordinary person might come to the conclusion that L.J. Refrigeration has an obsessive compulsive disorder which makes it scary. It is one thing to aggressively pursue money that is owed to you and another when you don't even have a signature. This is outrageous. Not only do they not have a signature there is a reason why that makes sense. It makes sense that it was a no charge. What more can you ask? Their letter to you does not acknowledge that I have any say, yet I do have a say. I have the power to say problem solved, problem not solved. That gives me a certain amount of power that they are refusing to acknowledge and by the way 33% of the original charges of zero is zero. So you come up with this fantastic figure, to then claim that you are good guy for having reduced it? This is a head game that is played in order to confuse you. I hope the Revdex.com has the presence of mind to see through this. This is bunk.

One of my concerns is their conduct would make the exercise of any warranties problematic. For cause I cannot permit them come to my home. I explained why in my e-mail dated 24 July 2014. They did not respond to my order in an appropriate nor timely fashion. I had to repeat myself far too many times. I had to physically block [redacted] from stealing our property, namely the thermostat, after the order to leave was expressly given. Another company will be needed. As I stated in my e-mail making contact with me via the Revdex.com in writing is satisfactory.

Regards,

[redacted]

This Company is the Ultimate RIPOFF Very Rude Also

I am a long-standing customer of L.J Refrigeration. I have used their services on both my current house and previous condo. While the technician that performs the repair work is great ([redacted]), the lady that troubleshoots/schedules the service appointment over the phone is extremely rude and inconsiderate. I called on 9/14 because my unit was not blowing cold air. She said she would send someone over the weekend, however they would charge a higher emergency service fee. Mind you, [redacted] has already been to my property twice (2x) in the last sixty days and I have paid L.J. Refrigeration $900+ over those two visits. I understand parts break down intermittently, however being charged a higher service fee (considering the situation) was highly inappropriate and has definitely turned me off from using this company's services again. The employee that handled my call definitely doesn't understand the meaning of customer service.

Review: Two days ago an elderly gentlemen who lives with me went through the mail and saw a bill from L.J. Refrigeration. In response he called them and explained to them that there was no cause for them to have billed us. He was stoned walled, then threatened. They threatened to remove the part, namely the thermostat. We received the bill months after the fact. It was a no charge. I signed nothing. Why? Because it was a no charge. No attempt was made to look into what he said. L.J. Refrigeration was dogmatic. So I am going to the Revdex.com. They didn't bother to check their facts and felt no obligation to do so. They have no legal right to have sent the bill. This could very well be a scam against elderly people. Elderly people will often just pay a bill just because they felt threatened. I would feel threatened. Companies when they make an accusation have a lot of power of you. They can ruin your credit and put you into collection on their word alone and if that is no good? So what do you do? If you tell them to shove it, psychologically speaking this is empowering to the victimizer. It gives the victimizer the sense that they have been wronged when in fact they are doing the wronging. It creates a catch-22. Why was it a no charge? The technician misdiagnosed the problem. He worked on the air conditioner sometime in the afternoon and the air conditioner worked briefly for two hours at which time the problem reappeared and the air conditioner had to be turned off at which time I called L.J. Refrigeration which was I recall around 5 pm. When the technician left that afternoon I was presented with a bill and paid for everything in full. When I paid for the work the air conditioner appeared to be working. I did not know at the time that in two hours it would cease to work again. The technician came out the next day. He replaced the thermostat. The problem finally went away. According to the bill they want $238.00. The bill is only for the thermostat. That figure alone tells you something. This is a fake bill. I saw the thermostat at [redacted]. It costs in the neighborhood of $20. Maybe $25. Labor? Trivial. If I called L.J. Refrigeration come out tomorrow, I wouldn't be charged this much. This is an insult to injury. The elderly gentlemen when he spoke with them negotiated with them and got them to come down to $160.00 the necessity of which I do not understand because we do not owe them a cent. In fact because they had misdiagnosed the problem they may in fact owe me money. Was the misdiagnosis intentional? I AM DEMANDING THAT HIS CREDIT CARD BE REFUNDED IN FULL IMMEDIATELY.

Business

Response:

On Thursday, May 1, 2014 [redacted] called our office (as custodian for his mother, [redacted]) late in the day to schedule a service call. [redacted] gathered the pertinent information including name of customer, service address including cross streets, important phone numbers of the owner as well as any contact information for any relevant tenant or custodian. [redacted] stated that the air conditioning unit was not cooling. As with every customer and with priority to our elderly customers, [redacted] made [redacted] aware that we have a full schedule, however if we are able to get a service technician there before 5pm, we most certainly would. (We call this our waitlist). If not, we offer an overtime scheduled after 5pm where the service charge increases to $156, or we could add them to our next day schedule. We always leave the option to the customer. It was decided to try the waitlist, and if not then placement on the next day schedule would occur. (Please refer to Attachment A and B).

Our service technician, [redacted], came out to [redacted]’s property located at [redacted] the next day, within 24 hours of the original phone call made by [redacted].

[redacted] diagnosed that the indoor blower motor was bad, had failed and needed to be replaced. The part itself (variable speed indoor blower motor) was under factory warranty. The materials and labor to exchange the part was not. [redacted] quoted the owners $160 to change out the motor under warranty. In addition to our $78 service charge, the total bill would be $238.00. [redacted] was given authorization and proceeded to remove the variable speed indoor blower motor, and follow our warranty parts procedure which includes driving (across town) to the manufacturer’s distributor, filing the appropriate paperwork, with approval exchange of the warrantied part, then travel back to the jobsite to install the new (warrantied) part. [redacted] collected payment via Visa credit/debit card (ending in [redacted]) from [redacted] D [redacted] at 1:40pm. (Please refer to Attachment C and D).

That same evening, Friday, May 2, 2014 at approx.. 6pm [redacted] called our office and spoke with [redacted] stating his system was not cooling. [redacted] told him she would send [redacted] back out to see what was going on with the system. Upon arrival [redacted] found the system was cooling and everything was operating as it should. Since everything was operating properly [redacted] asked [redacted] to call him if it stops cooling again. That same evening, Friday, May 2, 2014 at 7:30pm MST [redacted] D [redacted] called our company and left a message with our answering service stating the following: Urgent/ Musty odor with hot air after unit was serviced / Please call me asap.

[redacted] (who was the service technician on call that evening) was on another service call at the time. 28 minutes later, [redacted] called our company back, leaving another message with our answering service stating the following: Need to speak with tech again / When the unit gets to the proper temperature it switches to heat. (Please refer to Attachment E).

[redacted] called [redacted] back per [redacted]s request. [redacted] asked that he not touch the thermostat ( leaving it on ) as he was on his way back and would be there in 20mins. In our industry, a service call for “Not Cooling” versus a service call for “Odors” or “Blowing Heat” are not the same. Clearly, the unit had another (different) failure. [redacted] came back out to the property, at 8pm and diagnosed the thermostat shorting out. Upon verbal authorization [redacted] replaced the thermostat, leaving the old (original) thermostat at the customer’s home. Out of consideration for a long standing customer relationship with the [redacted] family, [redacted] decided to bill the customer (net 30 day) instead of collecting payment at time of service. (Please refer to Attachment F).

After multiple statements were sent to the [redacted] residence, [redacted] placed a phone call to the homeowners on June 30, 2014. An elderly gentleman (Nicholas Lombardo), discussed the bill with [redacted] and expressed in detail his dissatisfaction. With over 30 years of customer service experience, [redacted] asked how we can resolve his discontent. He did not want to pay the bill in its entirety. [redacted] acquiesced stating that although we already adjusted the overtime service charge, we would waive the remaining service charge (of $78) and come back to remove our thermostat, therefore eliminating the sustaining balance. This was unaccepted, as the owner wanted to keep the thermostat. After consideration, the homeowner agreed to pay for the thermostat if we agreed to waive the service charge. The gentleman provided us with a Visa credit/debit card (ending in [redacted]) and verbally authorized the $160 charge. (Please refer to Attachment G).

On Wednesday, July 23, 2014 [redacted] received a phone call from Kimberly Overton from the Revdex.com making us aware that we have a pending dispute that requires a response by Friday, July 25, 2014. Completely unaware, we requested that the original email (dated July 3, 2014) be sent to us via email so that we can reply. (Please refer to Attachment H).

That evening, [redacted] placed a phone call to [redacted] D [redacted], leaving him a message asking to return his call so that he can better explain the technical details. [redacted] placed another phone call to [redacted] the following morning. After several hours of no response, and being at a time disadvantage, [redacted] (along with another service technician, [redacted]) drove to the [redacted] residence. [redacted] was told that [redacted] was not home at that time but would be returning later in the day. [redacted] left his business card and hand wrote his personal cell phone number on it, asking that [redacted] call him as soon as possible. Again, after hours of no response, [redacted] made a final attempt to contact [redacted] arrived at the [redacted] residence in the late afternoon (approximately 5pm). [redacted] was home, and [redacted] was able to speak with him in person.

[redacted] explained that when he got to the residence for the original service call, “Not Cooling” he diagnosed the motor as bad, and proceeded with the warranty parts protocol, coming back to install the new motor. By timestamp on the credit card receipt, the repair was completed at 1:40pm. The unit was cooling efficiently for approximately 5+ hours before it begun to show another (different) failure. When [redacted] returned, he diagnosed the thermostat shorting. With approval, he replaced the thermostat. At no point during the original repair did the thermostat show evidence of shorting or failure. If it had, we would have replaced it at that time. [redacted] tried to calmly explain that while not necessarily common, multiple problem can and will occur, as was evident to this case. [redacted] became increasingly upset and theorized that [redacted] (a service technician with over 34 years of experience) misdiagnosed the problem. Again [redacted], with the assistance of [redacted] tried to explain that the motor was indeed the original failure, otherwise it would not have operated correctly for those hours in between service calls. [redacted] was intolerant of the explanation, no matter how technical or un-mechanical [redacted] and [redacted] tried to explain it. As [redacted] became more aggressive in manner, [redacted] tried to settle the disagreement by offering to take back our thermostat and refunding the $160 for the part. [redacted] did not accept [redacted]’s offer. [redacted] stated that we were to refund the charge for the thermostat ($160) and in addition the thermostat would remain installed.

When [redacted] began to explain that [redacted]’s order was not going to happen, [redacted] became irate and demanded that both [redacted] and [redacted] leave the property immediately. Without hesitation, they did so, all the while obscenities being yelled at them.

Being a family owned and operated business for well over 30 years in the valley, we pride ourselves on giving excellent customer service. If and when disputes occur, we always try to resolve the problem with the upmost honesty and integrity. In this case specifically, we made several financial adjustments to the amount due ($156 credit in total). We only asked that these authorized repairs (parts and labor, flat-rated) be paid for, as they were.

We have an exceptional rating with the Arizona Revdex.com, and an impeccable reputation among our customers. We always work in a compassionate and ethical manner when it comes to our customers, exceedingly so with our elderly customers as cooling and heating are quite literally life and death situations. To suggest that we would be a company who take advantage or scam the elderly is atrocious, slanderous, and we reject any and all comparison. In addition, the accusations that we would intentionally misdiagnose or create fake bills is completely preposterous and unthinkable, not to mention unlawful. In no way would we ever jeopardize the reputation of our business and the integrity of us as a family.

At this time, we feel that we have made several attempts to resolve this conflict, giving a $156 credit (33% of the original charges). We are more than willing to refund the $160 charge in return for our thermostat. We hope that we can come to an amicable and honest resolution.

Thank You,

Owner / President

LJ Refrigeration Co., Inc.

Consumer

Response:

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.

The following is a little abstract and may help shed some light on the situation. The client-professional relationship is a functional relationship and is intended to be a functional relationship. I study logic and so this is going to be some what technical though I hope interesting. I noticed that L.J. Refrigeration seems to think the either it is a relationship involving equals or L.J. Refrigeration is the superior. Such beliefs are an anathema to professionalism because it denies the functional relationship. I believe that there is an implicit claim being made by L.J. Refrigeration that my mother exists to serve them instead of it being the other way around. Yes, such a relationship would be a functional relationship, but it would be backwards.

The services a professional provides is a conversion. The professional simplifies your life in exchange for cash. In mathematics and computer programming this is known as a directed equation. It is an equation that goes in only one direction. On one end of the equation you have simplicity. On the other hand you have complexity and ambiguity that the professional resolves. Any time a professional introduces needless complexity in your life and they are on your pay role, the professional is not upholding the sacred client-professional relationship. This is easily demonstrated though many an unethical professional have tried to disagree no doubt throughout history. If you assume equality, equality implies by logical necessity that the relationship is one involving an equation, that is a bidirectional relationship. If the relationship were bidirectional I could watch a do it yourself program, repair the air conditioner myself and bill L.J. Refrigeration for my services which would be absurd. One must ask, Has L.J. Refrigeration introduced needless complexity into our lives? Is not showing the client deference, acting as if the client is powerless and without authority upholding the sacred client-professional relationship? In order to uphold the client-professional relationship the professional must show deference to the client. Can you see a way in which it is clear that L.J. Refrigeration showed the client such deference?

Yesterday, I telephone you that is the Revdex.com (Revdex.com) to see if they had gotten my e-mail that I sent them last week on 24 July 2014. I spoke with [redacted]. The Revdex.com finished processing it the day before and forwarded a copy to L.J. Refrigeration on the 29th.

I have it. L.J. Refrigeration sent you. It includes scanned images of some of their records. Their phone log is not in chronological order. The entry on top says 5/1, the next entry not surprisingly says 5/1, the third entry says not surprisingly 5/2, but the fourth entry says 5/1. For the sake of discussion I am going assume that the initial transaction occurred on 5/1 and this was the day I paid L.J. Refrigeration for the repair of the air conditioner and two hours later called them to report that the air conditioner was not working and the symptoms had not changed.

All the work that had been done had no effect. I did not contract L.J. Refrigeration to replace one or more components in the air conditioner. I contracted them to find out what was wrong and to fix it. I was able to arrive at the conclusion that L.J. Refrigeration had misdiagnosed the problem through deductive reasoning. No special skills are required to arrive at this conclusion. The attempt to squirm out of it in itself indicates poor judgement. This is just not something you can squirm out of. At this time all I was interested in was getting the air conditioning working. Since it was the evening I was concerned about a potential argument they could make with insisting that they come out to repair the air conditioner at night that is outside regular business hours. I just wanted what was usual and customary. I had them come by the next day though they did offer to come out that evening. It is an offer I refused. Upon reflection it is conceivable that L.J. Refrigeration has a preference for working at night because it gets them out of the sun. It is conceivable that their recollection may be faulty due to this reason. It was some time ago and they may be going on not what happened, but on romanticized imaginings. For example, "That same evening, Friday, May 2, 2014 at approx.. 6pm [redacted] called our office and spoke with [redacted] stating his system was not cooling. [redacted] told him she would send [redacted] back out to see what was going on with the system. Upon arrival [redacted] found the system was cooling and everything was operating as it should." This is false and utter nonsense. No such event ever took place. What are these people talking about? "[redacted] asked that he not touch the thermostat ( leaving it on ) ..." What? No such conversation ever took place. Maybe they are confusing me someone else? If I go through ever false statement they made this is going to be a very long letter. It is an overwhelming torrent of false statements. The following is what went down in truth. I swear to God there was no complicated series of transactions. I made no urgent demands. Maybe they are hearing voices. I cannot explain it other than to say maybe they are confusing me with someone else. Ah, in the past, but not in recent history we have discussed problems we have had with the air conditioner. Over the last several years that we talked with them about a musk odor and other problems that have been present in the air condition since day one ever since they installed it years ago. Maybe they are mixing notes from previous years ago into their narrative. The elderly gentlemen reported to me that the person who he spoke to on the telephone which I believe is [redacted] did do something strange which was she went through their entire record dating back years. It is conceivable that once upon a time they spoke with my mom and she insisted that they come quick because it was in the middle of the summer or the excessive vibration or the odors alarmed her or something. Their narrative is a mixed up collashe. Yes, that helps to explain it. If you don't believe me, just look at the copy of a page from their telephone log they gave you. Their records are not orderly. I hate to mention it because I have a forgiving character. Tend to forgive people and I tend to make excuses for people. I also tend to be straight with people.

[redacted] claims that she gave me a lecture about them being busy. I do not recall having received such a lecture. [redacted] said that he called me on the cell phone that evening. I vaguely recall such a phone call. I have no recollection of receiving a lecture from [redacted] on the telephone or earlier that afternoon when he declared that the air conditioner was fixed and I paid for everything in full. It was a simple transaction. There were no elaborate explanations. Simple, 1 2 3 out the door. [redacted] finally showed up the next day at night. I have a clear image of the transaction in my mind's eye for whatever reason. From where I was standing I could see the black sky through the window. It was at night, the night of 5/2 that is the day after 5/1. He took his time showing up, but it didn't bother me. The weather was good and we did not arrange for a specific time for him to appear, but there is a presumption that it would have been during normal business hours. It didn't take long for [redacted] to figure out what was wrong, that it was the thermostat. He replaced it. His manner was casual. I was not presented with a bill and so I asked him about it just so there should be no misunderstanding as a matter of course not because I had any reason to believe that I owed him anything. I asked him, Do I owe you anything? He said there was no charge which made perfect sense. Exactly as I said, he gave me his word.

Even if one were to entertain the possibility that my mother owes them money regardless of any verbal claims it would not make sense given that I was presented with a bill the day before. It would be an inconsistency, something that doesn't make sense, something that doesn't add up. Notice that in the reply L.J. Refrigeration offers no explanation for why no signature appears on their bill dated 5/2. Notice further they had not invoked any legal authority such as a contractual provision. Also notice that the bill was for $238, not $160 as [redacted] believed it was nor $260 which the bill I received states. Notice BOTH parts and labor are inclined. Where did the 260 come from? The bill I received does not state that it was for both parts and labor. It says only that I owe them $260 for the thermostat. It is not itemized nor qualified. Further notice, especially given what happened on 24 May 2014 which I describe in my e-mail to you dated 24 May 2014 that an ordinary person might come to the conclusion that L.J. Refrigeration has an obsessive compulsive disorder which makes it scary. It is one thing to aggressively pursue money that is owed to you and another when you don't even have a signature. This is outrageous. Not only do they not have a signature there is a reason why that makes sense. It makes sense that it was a no charge. What more can you ask? Their letter to you does not acknowledge that I have any say, yet I do have a say. I have the power to say problem solved, problem not solved. That gives me a certain amount of power that they are refusing to acknowledge and by the way 33% of the original charges of zero is zero. So you come up with this fantastic figure, to then claim that you are good guy for having reduced it? This is a head game that is played in order to confuse you. I hope the Revdex.com has the presence of mind to see through this. This is bunk.

One of my concerns is their conduct would make the exercise of any warranties problematic. For cause I cannot permit them come to my home. I explained why in my e-mail dated 24 July 2014. They did not respond to my order in an appropriate nor timely fashion. I had to repeat myself far too many times. I had to physically block [redacted] from stealing our property, namely the thermostat, after the order to leave was expressly given. Another company will be needed. As I stated in my e-mail making contact with me via the Revdex.com in writing is satisfactory.

Regards,

[redacted]

Business

Response:

In response to the latest correspondence from [redacted], we would like to keep to the facts only. It is our intention to resolve this complaint swiftly to avoid further delay.There were Two equipment failures. - Failure One, Variable Speed Indoor Blower Motor. - This motor was replaced under factory warranty, the charge of $160 is the labor and warranty exchange rate. - The service charge during regular business hours is $78.00 - Total bill $238.00, paid by credit card at time of service. - [redacted] test ran the unit and was working correctly after completion of motor replacement. - If the air conditioning problem was “misdiagnosed” it would not have operated correctly after this repair. - Failure Two, Thermostat. - This thermostat was replaced hours after failure one. The charge for a new thermostat is $160 which includes the part, tax and labor. - [redacted] was out after 5pm, therefore there is an overtime charge of $156 which he credited $78 of, only charging a regular rate of $78. This charge was credited later, after discussion with the homeowner (who is not the complainant). - Total bill (after adjustments) was $160, which was paid over the phone on June 30, 2014.[redacted], the service technician is also the owner of LJ Refrigeration. - He has over 34 years of experience in HVAC service in the valley. - He has always provided honest and reliable throughout his career. - He has always acted in accordance with - The Revdex.com Codes of Business - All State and Federal Business Laws and Codes of Conduct To our understanding, [redacted] is asking for the following: - A refund of $160 for the thermostat - To keep the thermostat installedOur proposed resolution is the following: - In addition to the two credits of $78 each ($156 total) already made to the account - A refund of $160 - Return of our thermostat - It is unethical and unfair for the consumer to keep the thermostat in addition to receiving a refund for the partAs a three-generation family owned and operated small business for over 30 years in the Valley, we pride ourselves on remaining consistently honest and reliable. While we greatly value each and every one of our customers, and we make great efforts to reconcile any concerns, complaints or disputes. Should our proposed resolution be denied by [redacted], we ask that that Revdex.com give suggestion to an ethical and reasonable reconciliation. We are not opposed to sitting in mediation with [redacted] and a representative from the Revdex.com.Sincerely,[redacted]Owner / PresidentLJ Refrigeration Co., Inc.