Mark DiPaolo Painting, LLC

I made a service call to evaluate this customers air conditioning and found the unit completely iced over. I explained to the tenant that the a/c would have to thaw before I could properly determine the proper charge Knowing that this was a rental
property I called the owner, they are a longtime client of Blackwell’s and I have their number stored in my phoneThey have my number as well, they have called me directly on many occasions I explained what the problem was and what would be the most likely cause of the leak. I explained the refrigerant, R-is being discontinued and why, and that we charge $PER POUND for R- After checking with her husband, she gave me a verbal ok over the phone, because they were out of town in Alaska, to replace the system, so I made the arrangements to order the equipment and get it scheduled. I did inform her that I would charge the unit up to get the renter by until the new system was replaced, she agreed, which was at no additional cost to her since we were replacing the system, a courtesy for being a loyal customer. I did add what R-I had left (approxlbs) but would need to get more, until then there was nothing more I could do until the unit thawed I did call her to confirm and schedule the replacement install, that was when she informed me that they would be going with another company, but to send her a bill for the work I had done. I explained that I had to add pounds in order to properly charge the system. I have a picture of my gauges attached to her system. Her system had psi at the time it needed to be recharged, which is something in our field we would call, a flat system Regards *** *** Blackwell Heat & Air Service Manager

In response to Mrs. [redacted], let me go over some real facts:1. The unit [redacted] installed by the other reputable company is not the same unit that I had quoted, not all systems are the same, did not pull a permit, which we all know will save you $$$ on inspection fees, title 24 fees, and processing fees on average about $900 in this area. It is the home owner who is responsible to make sure a permit is obtained before work is started/ The penalty for not having permit can be a fine up to $2000 and you still have to get the permit. 2. The temperature for that weekend was, and this is for June 29th to July 3rd, 6-30 temp high 93 deg F. 7-1 temp high 95 deg F. 7-2 temp high 93 and on Monday 7-3 a scorching 93 deg F with the lows in the 50's at night all weekend. Attached is a copy of information provided from [redacted] for that time period. [redacted]3. As to speaking with her husband [redacted] I did not speak with him directly but he was there with her during the conversation I could hear her speaking with him about replacing the unit. They were both in agreement at the time of the phone call. 4. Attached is a picture of my gauges used to take refrigerant readings on air conditioning units. The pressure is 18.9 psig while the until is running, it should read while it is running, about 70 psig. What that means is, the unit was extremely low on Freon. The factory charge for this unit is 9lb 8oz. So by adding 1lb of Freon at this point wouldn't have done a thing and remember as I stated in my first response I had already added 2 pounds of Freon. 5. Even though [redacted] decided to go with another company to replace the systems, she still wanted the coolant added to the old system. We provided service and we do it for a cost. Last I would like to address the feeling of being ripped off. I would like to mention the excellent service I have provided to her over the past years, the after hour trips to her home to fix her furnace, (not charging overtime rates) so her dinner party could be warm, the maintenance and repairs I've done to keep her unit in her home working properly. The trust she had to allow me into her home while she was out of town. I even serviced her mother's home. I am not mad that she decided to go with someone else, I've had other customers shop around for better deals, that's just part of doing business.I do however take offense when I am called a liar. I have serviced thousands of customers throughout my career and have a good reputation as being honest and fair. I have worked very hard to earn that trust and respect. Blackwell Heating & Air had served Lodi and the surrounding community since 1983 and hold all its customers in the highest regard. We at Blackwell strive hard to insure we provide the best customer service possible. Sometimes not everything goes according as planned, and we don't shy away from our responsibilities to our customers, but how you handle those situations is what defines up as a great company. Regards,[redacted]

I am rejecting this response because: The response letter was inaccurate and untruthful.  I agreed to have ONE pound of refrigerant added to the system at the cost quoted.  I gave a verbal on for a new system BEFORE speaking to my husband.  After I told him the quote for a new system, he asked me to get a second quote.  I immediately called Blackwell to let them know I was getting another quote and NOT to order a new system until I had a chance to compare prices.  The refrigerant was supposed to be added the following day which was a Friday.  When my tenants had to suffer through a 115 degree weekend because [redacted] failed to come and add the pound of coolant as promised I called Blackwell (on Monday).  [redacted] called me back & said he thought I had cancelled the entire order, not true.  He promised to go out the next day & add the pound of coolant.  When he went out, he added approximately five pounds of coolant.  This was never discussed nor agreed to!  He did not even call me to check what I wanted to do, he just put in the five pounds without an ok.  The following day I had a new system put in by another company (after having let B & W know I had a bid for the same system for $1500 less than their bid).  At that time, the almost $1000 of coolant [redacted] had put in the day before was drained.Please explain to me how [redacted]’s version of events possibly sounds somewhat reasonable!! He was angry I ordered a new system from someone else and made me pay!  In addition, I called & requested a call back from the owner over 6 times and never once received a courtesy call back.  I did pay the entire amount on the invoice under protest with the idea that B & W would be reasonable & credit me back for the unauthorized additional coolant they used.  I called my attorney, explained the issue and his advice was to just pay the extortion all amount as it would cost more to litigate it.  However, I feel ripped off by B & W and I feel that the Revdex.com has been completely lacking in attempting to resolve this issue.[redacted]Sent from my iPhoneIn reviewing [redacted]’s response, please note that when he states he called me to schedule the replacement, I had already, several days before, already let them know NOT to order a replacement.  And if he was truly calling to schedule the replacement, why then had he not already added the coolant as promised?I certainly was a loyal customer, used them regularly and paid my bills promptly.  To have [redacted] lie about the sequence of events is not exactly the way you treat a loyal customer!

I am rejecting this response because:as I said in the previous emails, he is not being truthful about the facts of the case.  My husband was not, in fact, with me when I talked to [redacted] on the phone.  The temperatures, in fact, were well over 100 degrees.  It is clear that [redacted] is not going to accept responsibility for adding more Freon than he was supposed to add and for not doing it when he agreed to do it.  I am now asking you to close the case as it is clear there is not going to be a satisfactory resolution.  I am out over $500 from what was agreed to and there is nothing more that can be done.  Thank you for your attempts to resolve this case.