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The complaint #*** is in accurate, falseI will state the transactions from our invoices belowThis customer never called us to her homeShe had purchased a Home warranty from *** *** ***We follow the guidelines for repair and warranty based on the policy between her and *** *** ***The only time we would charge the customer is if it was not covered in her policyAny repairs we made for this customer had to be approved for and paid through her warranty company. We are a 3rd party contractorI have no idea what this customer is stating in her complaintHer system is *** *** *** *** split systemShe had a different problem each time we came to her home which her warranty company paid us the workThere was more than one leak in her systemOne large leak and a smaller leak found months laterThe customer was not required to pay for the refrigerant a 2nd time, but her warranty company requires her to pay $for the duct work modifications needed to install the new evaporator coilThat’s not our call, that’s her policyWe did absolutely nothing wrongBottom line is thisWhy is she asking for money returned to her when she is not paying for the replacement of the evaporator coil or are we asking her to pay for additional refrigerant cost? Last, the refrigerant leaked out, we didn’t store it. Why the heck would we ask a customer to pay for refrigerant if we were going to store it? Why would she pay us for something that she didn’t receive, and wait year to mention it? People need to read their policies and not get angry at the messenger. 7/18/2016- FOUND SYSTEM NOT RUNNINGCONDENSER FAN MOTOR CAPACITOR HANGING DOWN IN UNIT TOUCHED TO SIDE OF THE UNIT CAUSING IT TO SPARK AND CREATE A HOLE IN COPPER PIPE OF CONDENSER CAUSING THE FREON TO LEAK OUTNEED TO REPAIR LEAK AND RECHARGE SYSTEM WITH 10LB OF RH/O WILL HAVE $IN NON COVERED FREON COST. WARRANTY COMPANY PAID FOR REPAIRS 8/08/2016- customer paid for refrigerant $826.80. Not covered by her warranty company but we extend a discount to the *** *** *** customers per our contract (cost was discounted $per each pound of refrigerant) 9/06/2016- SYSTEM NOT COOLING, FOUND HIGH SIDE RESTRCITIONPUMPED UNIT DOWN BLEW THROUGH COPPER LINES TO CLEAR ANY RESTRICTIONSNO RESTRICTION AT THIS TIMESYSTEM COOLING. WARRANTY COMPANY PAID FOR REPAIRS 09/14/2016- SYSTEM LOW ON FREON.LEAK CHECKED SYSTEM FOUND LEAK AT INDOOR EVAPORATOR COILNEED TO REPLACE EVAP COILH/O WILL HAVE $IN NON COVERED DUCT MODIFICATIONS(TON EVAP COIL....17W 21D 16H)*** WARRANTY COMPANY AUTHORIZED THE REPAIRS
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The complaint #*** is in accurate, falseI will state the transactions from our invoices belowThis customer never called us to her homeShe had purchased a Home warranty from *** *** ***We follow the guidelines for repair and warranty based on the policy between her and *** *** ***The only time we would charge the customer is if it was not covered in her policyAny repairs we made for this customer had to be approved for and paid through her warranty company. We are a 3rd party contractorI have no idea what this customer is stating in her complaintHer system is *** *** *** *** split systemShe had a different problem each time we came to her home which her warranty company paid us the workThere was more than one leak in her systemOne large leak and a smaller leak found months laterThe customer was not required to pay for the refrigerant a 2nd time, but her warranty company requires her to pay $for the duct work modifications needed to install the new evaporator coilThat’s not our call, that’s her policyWe did absolutely nothing wrongBottom line is thisWhy is she asking for money returned to her when she is not paying for the replacement of the evaporator coil or are we asking her to pay for additional refrigerant cost? Last, the refrigerant leaked out, we didn’t store it. Why the heck would we ask a customer to pay for refrigerant if we were going to store it? Why would she pay us for something that she didn’t receive, and wait year to mention it? People need to read their policies and not get angry at the messenger. 7/18/2016- FOUND SYSTEM NOT RUNNINGCONDENSER FAN MOTOR CAPACITOR HANGING DOWN IN UNIT TOUCHED TO SIDE OF THE UNIT CAUSING IT TO SPARK AND CREATE A HOLE IN COPPER PIPE OF CONDENSER CAUSING THE FREON TO LEAK OUTNEED TO REPAIR LEAK AND RECHARGE SYSTEM WITH 10LB OF RH/O WILL HAVE $IN NON COVERED FREON COST. WARRANTY COMPANY PAID FOR REPAIRS 8/08/2016- customer paid for refrigerant $826.80. Not covered by her warranty company but we extend a discount to the *** *** *** customers per our contract (cost was discounted $per each pound of refrigerant) 9/06/2016- SYSTEM NOT COOLING, FOUND HIGH SIDE RESTRCITIONPUMPED UNIT DOWN BLEW THROUGH COPPER LINES TO CLEAR ANY RESTRICTIONSNO RESTRICTION AT THIS TIMESYSTEM COOLING. WARRANTY COMPANY PAID FOR REPAIRS 09/14/2016- SYSTEM LOW ON FREON.LEAK CHECKED SYSTEM FOUND LEAK AT INDOOR EVAPORATOR COILNEED TO REPLACE EVAP COILH/O WILL HAVE $IN NON COVERED DUCT MODIFICATIONS(TON EVAP COIL....17W 21D 16H)*** WARRANTY COMPANY AUTHORIZED THE REPAIRS