M. D. Ellis Refrigeration, LLC

This job was sent to us by one guard home warranty company whom we do much business with. The ac unit at the home was in severe lack of maintenance conditions that was not corrected previously by homeowner. Homeowner stated that she was unaware that the unit required service and was not told to do...

it. One guard does not cover maintenance at all and will not pay for any cleaning of condenser coils at all. We are operating within our contract with one guard and homeowner declined any additional service and demands a full refund for service call fee.  We canceled service request at homeowners request and no bill was sent to homeowner or One Guard. If homeowner has paid a service call fee it was not to us and she needs to call One Guard for a refund as we canceled the service request and billed no party involved. Attached are pics of clogged condenser coil that caused compressor to go off on internal bypass due to lack of maintenance. According to the policy any lack of maintenance equipment found is a automatic claim denial. We washed the condenser coil to keep the compressor running and deliver an operational unit as it is the rite thing to do. 2 teenage children where home in a over 100 degree hot summer day at that time and we could not leave the unit in 100% mechanical failure as it was found even though that is what was suppose to be done for severe lack of maintenance conditions. After washing the outdoor unit enough to keep it running the homeowner called back 3 hrs later and was not satisfied and declined a follow up visit and demanded a refund and was quite unruly. Although the customer is not satisfied by services performed,  by contract definition we where suppose to not wash the condenser coil and leave the compressor in internal bypass and in 100% mechanical failure state due to severe lack of maintenance.  "100% mechanical failure means unit was down at time of service and not operating properly and not making any cold air at all." We delivered an operational piece of equipment free of charge and saved homeowner from a child protective services investigation. We would have also had to call child protective services for homeowner knowingly leaving children at home with no air conditioning in the middle of summer and on 7-5-16 the date of service was 103 degrees outside  while away at work. We dont charge for doing the rite thing.