M.E.S.

Review: 7-12-14 - $59.95

Technician came for Preventive Maintenance service. A/C was running fine.

He said A/C is running OK, no Freon leak and no Freon was added.

7-28-14 - $152.00

On Sunday, 7-27-14, we had company for dinner and A/C will not cool. I called & technician came on 7-28-14. He Added 4 lbs of Freon (No way to verify how much Freon was added).

The Freon may have leaked out slowly in 2 weeks because, during preventive maintenance, the connections were not tightened properly.

8-6-14 - $572.00

A/C was not cooling again. Technician came and said I need a new condenser fan motor. He replaced it. The motor may have burnt out because of Freon leak due to loose nut connections from 7-12-14 preventive maintenance service order and could have overloaded on the motor.

I called the office twice before and during the repair to talk to a manager as the charges were very excessive and unwarranted and left my phone number. No one called me and I paid $572 for the motor replacement. Even during repair, when I went to check what kind of motor it was, the technician tried to intimidate me by saying, “Can I help you?”. He never gave me the part number or wrote the part number on the invoice.

8-7-14 I called the office at 10:30 AM and left a message with the secretary to ask the manager to call me. He has not called me back.

My A/C was running fine an because of the technician's error causing the Freon to leak and motor to seize, I had to pay for the replacement.Desired Settlement: The charges for the motor were excessive and possibly caused by the first service call, I should only have to pay half the charges of $572.00 which means $286.00 should be refunded.

Business

Response:

Our company was called out by [redacted] for a preventative maintenance for his air conditioning unit for 7/12/14, at that time, our technician found and noted on his invoice 96617 (attached), the condensing fan motor was running at higher amperage rating than normal. [redacted]'s unit had a% hp motor but the unit is rated for a 1/3 hp. This means the motor was too big for his 19 year old 5 ton unit and required a 1/3 hp. If not changed this will cause the% hp motor to overheat and the internal over load switch (IOL) is going to open and will shut off the fan motor until it cools down enough to come back on. Then causing the customer intermittent cooling problems, which I believe [redacted] had been experiencing. [redacted]'s air conditioning unit is a 19 year old Trane and another company or someone had installed the wrong motor and then we were called due to problems. [redacted] is a new customer who called in from our Star Telegram ad requesting a preventative maintenance service for $59.95. Our technician performed the PM noting the motor was running at higher amperage and made his recommendations the evaporator coil be cleaned. The technicians are to discuss what they have found with the customer at the time of service.[redacted] called 7/28/14, two weeks after the preventative maintenance stating his unit was not cooling. Again, our technician, stated the condensing fan motor horse power was% hp but his unit was rated (required) for a 1/3 hp. Our technician also, found unit low on Freon and preformed a leak check with dye to find leak. We do advertise for a free electronic leak check (not dye) when needed with the preventative maintenance service, but [redacted]'s unit did not need a leak check at the time of maintenance. [redacted] was not charged for the $49.95 service charge and [redacted], Assistant Service Manager, performed leak check with dye $80.00, which should have been an additional charge of $129.95. Our technician, [redacted], being our Assistant Service Manager, had made concession's todiscount the invoice for customer satisfaction only charging for the Freon. Our technician also, recommended the condensing fan motor be replaced and quoted a price of $400- $600. This is a discounted price of $418.00 because the book price for an original equipment manufacturer (OEM) Trane condensing fan motor is $990.00. [redacted] had been informed twice by our technicians the air conditioning unit needed the proper condensing fan motor but still did not replace it. In addition, [redacted], recommended the evaporator coil be pulled and may need to be replaced.Then on 8/6/14, [redacted] called again stating his unit was not cooling. [redacted], our Assistant Service Manager, went and as you can see on the invoice 97862, stated "customer has two invoices stating condenser fan motor has problems and evaporator coil dirty and rusted. At that time, [redacted] didreplace it with the OEM Trane part and charged $572.00 for the repair. Again, our book price for this repair is $990.00 because this is a special part but [redacted] was only charged $572.00, so [redacted] has already discounted the price by $418.00 proactively trying to satisfy customer. This was our third trip to his home, then an additional trip to Trane to pick up correct motor, drive back and install the motor. There is no further discount or refund to be made to [redacted].We do apologize when [redacted] called while the repair was made, 8/6/14, and he did not get a return call until, 8/8/14, but we had a fire behind our building burning the phone and electrical lines causing us to work off cell phones for three days. Plus this is our busiest time and [redacted] is a working Service Manager and has to see customers daily. [redacted] did call 8/8/14 and spoke to [redacted], which [redacted] said he thought the repair should have cost $200 to $300 and wanted a refund of $200. Also, [redacted] stated he did not have time to shop our price for the motor, but in fact, [redacted] had time from the first visit we made to his home, 7/12/14, to get prices. Additionally, if [redacted] did not understand from the first visit, [redacted], made it clear on the second, invoice 97442, the motor had to be replaced. [redacted] stated the connection had been left lose to [redacted], but there are no indications of lose connections only that the motor needed to be replaced and the evaporator coil needs to be cleaned. [redacted] did offer to give [redacted] $49.95 back from invoice 97862 but [redacted] said "no" he felt the motor replacement charge should have only been a $200 or $300 charge and wanted at least $200.00. [redacted] approved the charges and let [redacted] replace the motor, if he felt it was not a fair price, he should have discussed it with [redacted] prior to the repair but the fact is the motor and replacement had already been discounted the $418.00.We don't feel this is a just complaint because from the very first visit to [redacted]'s home he was informed the motor was incorrect and needed to be changed. Additionally, we have tried to make concession to make [redacted] happy by discounting the second visit by not charging the $49.95 for the service charge and the Freon leak check $80.00 with dye, which should have been charged because it was not our fault his unit was not working. Then discounting the repair, for the third trip to his home, of $418.00 and again when [redacted] offed a refund for $49.95.[redacted] was made aware all three visits of the problems, was quoted prior to repair and [redacted] signed all three invoices regarding the issues with his air conditioning unit. However, we do want to make a good faith attempt to make [redacted] happy by offering a free preventative maintenance for the Fall of 2014 OR Spring of 2015, this is a value of $89.95. We do value all our customers and appreciate [redacted]'s business.

They serviced my daughters ac unit and only needed a capacitor that on google search ran 30-40 dollars, aes charged her 212, freon charge 100 and the 49.95 service call for a total of bill with tax, $375

I wanted to take the time to let you and future consumers know about my wonderful experience with Metro Express Service. I was happy from start, with my Salesman, to finish, with my installation. My salesman Jacob was on-time, courtesy, extremely professional, and very informative. I felt confident from the beginning I was receiving a competitive price as well. He took the time to explain my options, not just sell me equipment. And over the next few days was always available to answer any questions I came up with. Once my install was scheduled, the company called to verify their expected arrival and then showed up right on time. Their installers Jimmy and Jesse were amazingly polite, and so respectful of my home and I. They worked quickly and efficiently and when they left, it was as if they were never here. No dust, no footprints, no mess left behind at all. I would highly recommend M.E.S. to my neighbors, friends, and family without a doubt.

I asked Metro Express Services of Arlington Texas for a bid to replace a 3 ton and a 3.5 ton AC condensers and coils in a 15 year old residential home.

MES came in at 200% higher bid than any other company. Exact same work (apples to apples comparison). Other company bids were from reputable firms with A+ ratings from the Revdex.com.

I just cannot figure out why the Trane XL16i 3 and 3.5 ton AC units cost 200% more with Metro Express Services. And at this point, I don't really care. This is a cash purchase, no financing needed. Maybe they solder the copper tubing with gold.

I am very thankful I have the time to "shop around" and compare prices with their competition.

They want $16,000 for both units. $20,000 for the XL18i units. I can buy a new car for that kind of money!

The next highest bid from their A+ rated competitor was 8,200 for both XL16i units.

Just wondering how they justify such extortionate prices. !!! It pays to shop around Folks !!! In my case... shopping around saves me more than 8 thousand dollars!

Normally I would not make this type of post... but 200% seems extortionate.

Review: I responded to a letter I received from them for a 16 point inspection of my a/c system for $49.50. A technician named Julio came out and checked the system and then asked me to come outside with him. He showed me the condenser and said that it was bad and needed to be replaced. He said that the Freon was spraying out of it and showed me little pieces that had broken off. He came back in and we discussed pricing on replacing the unit. Before he left he said he would put Freon in as it was low. I told him not to since I didn't want to pay for Freon if I was replacing the unit. I decided to call another company and get a 2nd opinion. They came out and said that there was nothing wrong with the condenser except that a neighbors dog had been urinating on it which caused the little pieces to come off but that did not impact the working of the condenser and also it id not need any Freon. Basically their salesperson lied to me in order to make a sale.Desired Settlement: I would like for the public to be aware of the unethical practice of this company and I would also like the $49.50 I paid for that fraudulent inspection refunded to me.

Business

Response:

Afternoon [redacted],

I left a voice mail earlier; I am trying to see if we can obtain a copy of the invoice of the second company that [redacted] had come out. We would like to review their readings of her equipment and the notes of work done. Please let me know if this is something you can get to me today. Thank you for your help.

Thank you,

Consumer

Response:

I do not have an invoice because the company did not do anything. There was nothing to be repaired and did not charge me anything. They did leave my an estimate in case my condensor needed to be replaced.