Mike's Repair Shop

Review: I called from ad in phone book. I told him that someone come out and said there was no freon and that they did not have any freon at the time. The person also said that there could be a leak but it would take time to find. I told them that I had never put freon in since I had the unit. So I called Axton Repair told him what the problem may be. He said he had freon and if there was a leak that what was in the freon should help a small leak and that he would be out in about an hour. So he came out he put 7 pounds of freon in in about 30 mins. And I asked him if there was a leak if what he put in should help. He said yes and he was gone. So everything went fine for a few weeks. Then I notice that my air was not cool and there was ice on hose at the unit. I started calling Axton Repair and told him the problem that it was not cooling and that there was ice on the hose. He said that there was possibly a leak and that he would be out around 1:00 pm. So I waited until 2:30 on that day because it was getting hot and I told him that I had to small children. He told me he was in Eden or Danville VA and that he would come out that evening. He never showed up or called. I tried calling him; no answer and left a message. I contacted him again about two days later (his ad says 24 hrs. prompt service) and told him it was getting hot in my house. He told me he would be here the next day he did not come. Contacted him again he says that he will probably be out around 9:30 that next morning; he still did not come. So I had to get someone else after several weeks to come out and spend 352.50 to replace the 5 pds. of the 7 pds. of freon he put in. After finally getting in touch with him again an expressing how I felt about him not honoring his work and coming out when he promised and how I felt that all he wanted to do was put freon and not take the time to look for the leak. He come up with excuses and hung up on me on two occasions. He only lives about 2 miles from me he did not care to even come and check out my unit to see if he could even fix the problem and I don't know if he even put 7 pds. of freon in. I am very dissapointed and at no time when I talked to him was I irate. He told me to hold on twice and hook up, he never called me back. I told him had he come out he would have found the leak in less than 10 mins like the other company did. So any way I feel I been had and he did not do good business and he did not give prompt service as advertised.Desired Settlement: I feel that I am entitled to a portion of my money back especially to replace the freon that he put in and for his failure in customer service.

Business

Response:

In response to the complaint of the said customer on subject, please be advised that we vehemently deny her accusations that allegedly we didn't respond to the issue she raised on her statement attached.

On her initial call around latter part of May, we went to her house, inspected her cooling system and found out that it was low on Freon. We loaded the system with 7 lbs. of Freon which is required to that type. We advised her that we cannot guarantee life of the Freon if there is a leak on the system. Determination of where the leak could possibly be will not be known unless the system is tested for a few days. We haven't heard from her for more than a month or about July, until she called and complained that her cooling system was weak.

We went back to her house to address the issue but no one responded to the front and back door when we knocked. When we get the chance to talk to her on the phone to address the issue, she already told us that she sought the help of another technician and repaired the system. We even asked her who repaired the system to understand how the job was, but she hesitated and all she wanted was to reimburse her with the Freon fee which is not acceptable because Freon is not free and, she enjoyed its use for more than a month.

We are in business for more than thirty years, and it is our objective to provide utmost service to our customers. Most of our customers are returning, and have been with us in that span of time we are in business. We know the adage that "you cannot please everybody", however we try our very best to address every issue raised to us in a timely, proper and professional manner.

We hope this complaint raised by a displeased customer be put to rest. Thank you for your understanding.

Very truly yours,

Owner/Chief Technician

Consumer

Response:

I have reviewed the response offer 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.

Please see attached.

Regards,

Business

Response:

Thru your office, we want to extend our apologies to the said customer who was dissatisfied with our service. We also apologize if she feels that we did not respond properly to her calls, which we actually did but unfortunately isn't acceptable to her. Apology is the only resolution we feel we can do for her at this time.

We cannot guarantee the functionality of her cooling system, and no other repair service company will guarantee the same. We loaded 7 lbs of Freon to her unit. Leak cannot be detected until after weeks of use.

She said that she called another repair service to check on her system. The new technician found leak and Freon was added again, the reason why she paid another $358.00. The customer should be aware that had we detected said leak after more than 3 weeks of use and Freon is gone, we shall still charge her the same fee i.e. for the Freon loaded. Of course, it may probably be a little lower than what was charged to her by new technician. Again, no repair shop will guarantee the functionality of the customer's system especially if it's an old one, and the repair shop is not the company that installed the system initially, or when it was purchased.

We regret of the customer's dissatisfaction, and we are really sorry. From our point of view, there will always be a weed in any good harvest, and we believe that it is truly difficult to please everybody.

Thank you and hope that we put this case to rest.

Owner/Chief Technician