Initial Business Response /* (1000, 14, 2015/08/27) */
________________
August 26, 2015
Revdex.com of Southwest Missouri Attn Rose [redacted] Re Case # XXXXXX
In response to the customer complaint please see the following response.
On 5/25/15 we were called out to a no cooling call by the customer...
When the technician arrived he put his gauges on the unit and it showed that the unit was low on refrigerant. The customer commented that a previous company had added refrigerant before and that there might be a leak. Based on that information the technician proceeded to pressure test the system to see if he could find a leak which he did not. He then evacuated the system, charged it, checked the pressures which were correct and left the system operating property. On 6/25/15 we were called back out again for no cooling. When we arrived we determined that many of the supply runs were covered with furniture and toys which we moved and also found a disconnected supply run which we fixed. System was operating fine when we left and we also followed up a week later to make sure system was still doing fine which we were told it was.
The third call on 7/25/15 we sound the unit was frozen up so we put unit on fan only to thaw it out and returned after going on some other calls. At that time based on the pressure on the gauges our technician told the customer that it most likely was the TXV valve which would probably have to be replaced. The customer at that time started questioning why we had not known this before and that it was our fault. There was nothing in the previous calls that indicated that the TXV was bad because is there had been we would have told them at that point. The customer stated that they did not trust us and also began cussing at the technician which is when the technician determined that it would be best to leave. As the customer has stated, they had another company come out and they did replace the TXV valve which is what we recommended, We have researched our message records and have not found any record of the customer calling and leaving a message on 7/25/15 which we have a policy for when we have customer complaints. This does not mean that we didn't miss something but I cannot find anything telling me that we did The only problem I have with how this call was handled was the fact that the Supervisor did not contact the customer after the technician had reported the issue the following morning to see if there was a possible resolution. I regret that we were unable to completely satisfy this customer however I do not find any indication in our paperwork and notes that tells me we were dishonest in any way or that we failed in our attempt to perform for this customer. The replacement of the TXV is the customer's responsibility regardless of who did it or when it was done and we will not be reimbursing the customer for this
You can contact one if you have any questions or concerns
Sincerely
Mike [redacted]
Initial Consumer Rebuttal /* (3000, 16, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The whole coil unit had to be replaced along with that valve meaning we once again would have been charged at least another 2 times for the misdiagnosis with Lorenz. The issue we have with the diagnosis is we had the exact same symptoms which were unique and unusual on all 3 calls, meaning the actually problem was never found initially. I did indeed question the technician of course and he got defensive and took it personally as if I had said he wasn't telling me the truth. Unprofessional. Rude.
Final Business Response /* (4000, 19, 2015/09/09) */
Second response
As stated in my first response after our first trip out to the customer's house there was not an issue for a month and on our second trip out we dealt with air flow issues, nor refrigerant. When we were called out the third time we determined at that time there was mostly likely a problem with the TXV based on the refrigerant pressures. At no time before did we see any indication of this issue and there is no way that we have been to someone's house and worked on their air conditioner.
It's not as though we showed up and started replacing parts and the system did not work the next day. The first service call would have been billed no matter what we found because If we had diagnosed a larger problem that required replacement of a TXV or coil when we first came out then we would have still added refrigerant to the system to get the customers air conditioning going until we could come out and make any additional repairs and we would have billed for both the service call and the larger repair done at the later date.
It is completely unreasonable to think that we would be responsible for paying for any work done by another company just because we have done service work on the system.
Had we gone out to the customers house and sold them an air conditioner and then it turned out to be the coil or the TXV then I could understand the argument but this is not the case.
Once again the replacement of the TXV or Coil is the customer's responsibility regardless of who did it or when it was done and we will not be reimbursing the customer for this.
You can contact me if you have any questions or concerns
Sincerely
Mike [redacted]
Final Consumer Response /* (4200, 21, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I request to be reimbursed for not fixing the initial problem we spent money that was not needed. I can see you are not going to take any responsibility other than the fact you do realize a manager should have contacted me right away. I feel this whole experience has been a waste of my time no further action is required from you. I will continue to tell my customers friends and family about my terrible experience with your company.
Initial Business Response /* (1000, 16, 2016/09/21) */
Revdex.com Comment:
waiting to be completed as worked out with homeowner cant say its done until check back with homeowner Per [redacted] Lorenz
Initial Business Response /* (1000, 14, 2015/08/27) */
________________
August 26, 2015
Revdex.com of Southwest Missouri Attn Rose [redacted] Re Case # XXXXXX
In response to the customer complaint please see the following response.
On 5/25/15 we were called out to a no cooling call by the customer...
When the technician arrived he put his gauges on the unit and it showed that the unit was low on refrigerant. The customer commented that a previous company had added refrigerant before and that there might be a leak. Based on that information the technician proceeded to pressure test the system to see if he could find a leak which he did not. He then evacuated the system, charged it, checked the pressures which were correct and left the system operating property. On 6/25/15 we were called back out again for no cooling. When we arrived we determined that many of the supply runs were covered with furniture and toys which we moved and also found a disconnected supply run which we fixed. System was operating fine when we left and we also followed up a week later to make sure system was still doing fine which we were told it was.
The third call on 7/25/15 we sound the unit was frozen up so we put unit on fan only to thaw it out and returned after going on some other calls. At that time based on the pressure on the gauges our technician told the customer that it most likely was the TXV valve which would probably have to be replaced. The customer at that time started questioning why we had not known this before and that it was our fault. There was nothing in the previous calls that indicated that the TXV was bad because is there had been we would have told them at that point. The customer stated that they did not trust us and also began cussing at the technician which is when the technician determined that it would be best to leave. As the customer has stated, they had another company come out and they did replace the TXV valve which is what we recommended, We have researched our message records and have not found any record of the customer calling and leaving a message on 7/25/15 which we have a policy for when we have customer complaints. This does not mean that we didn't miss something but I cannot find anything telling me that we did The only problem I have with how this call was handled was the fact that the Supervisor did not contact the customer after the technician had reported the issue the following morning to see if there was a possible resolution. I regret that we were unable to completely satisfy this customer however I do not find any indication in our paperwork and notes that tells me we were dishonest in any way or that we failed in our attempt to perform for this customer. The replacement of the TXV is the customer's responsibility regardless of who did it or when it was done and we will not be reimbursing the customer for this
You can contact one if you have any questions or concerns
Sincerely
Mike [redacted]
Initial Consumer Rebuttal /* (3000, 16, 2015/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The whole coil unit had to be replaced along with that valve meaning we once again would have been charged at least another 2 times for the misdiagnosis with Lorenz. The issue we have with the diagnosis is we had the exact same symptoms which were unique and unusual on all 3 calls, meaning the actually problem was never found initially. I did indeed question the technician of course and he got defensive and took it personally as if I had said he wasn't telling me the truth. Unprofessional. Rude.
Final Business Response /* (4000, 19, 2015/09/09) */
Second response
As stated in my first response after our first trip out to the customer's house there was not an issue for a month and on our second trip out we dealt with air flow issues, nor refrigerant. When we were called out the third time we determined at that time there was mostly likely a problem with the TXV based on the refrigerant pressures. At no time before did we see any indication of this issue and there is no way that we have been to someone's house and worked on their air conditioner.
It's not as though we showed up and started replacing parts and the system did not work the next day. The first service call would have been billed no matter what we found because If we had diagnosed a larger problem that required replacement of a TXV or coil when we first came out then we would have still added refrigerant to the system to get the customers air conditioning going until we could come out and make any additional repairs and we would have billed for both the service call and the larger repair done at the later date.
It is completely unreasonable to think that we would be responsible for paying for any work done by another company just because we have done service work on the system.
Had we gone out to the customers house and sold them an air conditioner and then it turned out to be the coil or the TXV then I could understand the argument but this is not the case.
Once again the replacement of the TXV or Coil is the customer's responsibility regardless of who did it or when it was done and we will not be reimbursing the customer for this.
You can contact me if you have any questions or concerns
Sincerely
Mike [redacted]
Final Consumer Response /* (4200, 21, 2015/09/10) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I request to be reimbursed for not fixing the initial problem we spent money that was not needed. I can see you are not going to take any responsibility other than the fact you do realize a manager should have contacted me right away. I feel this whole experience has been a waste of my time no further action is required from you. I will continue to tell my customers friends and family about my terrible experience with your company.
Initial Business Response /* (1000, 16, 2016/09/21) */
Revdex.com Comment:
waiting to be completed as worked out with homeowner cant say its done until check back with homeowner Per [redacted] Lorenz