Nickys Mexican Restaurant

We were first called out to Mr [redacted] 's property for an estimate on a complete system on the 7th of JulyWe talked about the types of systems he wanted, possibly moving his equipment into the backyard and line set pricesI gave him prices at that time based on him installing the complete system through usHe inquired about doing some of the work himself so I informed him that was an option and put that information into the proposal, noting what the homeowner will provideOn the 14th of July we were called out again, this time as a second opinion for his home warranty companyThe note provided by them stated 'Customer already had another company out but didn't want them out again' We sent a service technician out to his home and decided what work needed to be done, Mr [redacted] still wanted to do some of the work himselfWe explained that with going through the home warranty company there were some charges that we would need to add and some things we couldn't allow for him to do himself He was informed that when we install a system provided by us we make our money on the equipment itself, this allows us to discount the other code upgrades and other add-on's since we're selling the equipmentBut when we go through a 3rd party, such as a home warranty company, we are not making any of that money on the equipment that is being shipped to us by that 3rd party We have a policy here, always tell the customer the truthThey might not want to hear it but it is the truth My young technician felt pressured by the customer to give him the price based off of the previous call on the 7th of July Normally this is not how these calls are run, being called out by the homeowner and then again by the warranty company, in most cases it is one or the other With this call being out of the norm this is what lead to the disagreementMy technician told him that if he bought the equipment, a furnace, from us, the warranty company was only going to replace the coil and heat pumpWe were going to charge $for the line set or if we didn't replace the furnace it would be $950, he agreed to the $plus other code upgrades as needed The night before the install I received a phone call and Mr [redacted] felt that he was getting ripped off on the $(all in the approach)We already discounted if from the charge for a line set with no equipment setAt this point I felt like he was questioning our integrity and if I dropped that price it would leave us open to asking for other price reductions on the code upgrades and/or after we did the work, not be happy with itInstead of chancing a disagreement after the work was done I made the decision to not do the work for him When I explained this he stated he didn't understand why I would just not do his work and he would pay $ I felt that with the information I had gotten from the warranty company (that he did not want the other company back out) when my tech was out he was now trying to work the system between what I said during the estimate and now through the 3rd party, using us as the pawnThis may or may not have been the case I felt it was best to walk away without any money ever changing hands, instead of us doing the work and then having a disagreement afterwardsTo be honest, when I feel like I'm being taken advantage of or my integrity is being questioned I would just rather walk away I would like to apologize for hanging up on Mr [redacted] , I felt like it was better to say nothing than something I might regretI did tell him what I was going to do, he wanted me to further explain and I tried but he did not like my explanationI knew there was nothing further to add to the conversation to change the outcomeAfterwards I called the home warranty company and explained what took place, the representative listened to my side of the story and said that she saw on her records he had already had a disagreement with another company, we are now the second companyShe did not go into detail with me about this nor did I ask; this is not any of my business but it helped me support the decision I madeWhether I was right or wrong, it is what it isI hope he finds a company that will best serve his needs, but Interstate Heating and Air Conditioning is not that company Thank you, [redacted] Interstate Heating & Air Conditioning, Inc

We were first called out to Mr. [redacted]'s property for an estimate on a complete system on the 7th of July. We talked about the types of systems he wanted, possibly moving his equipment into the backyard and line set prices. I gave him prices at that time based on him installing the complete system...

through us. He inquired about doing some of the work himself so I informed him that was an option and put that information into the proposal, noting what the homeowner will provide. On the 14th of July we were called out again, this time as a second opinion for his home warranty company. The note provided by them stated 'Customer already had another company out but didn't want them out again'.  We sent a service technician out to his home and decided what work needed to be done, Mr. [redacted] still wanted to do some of the work himself. We explained that with going through the home warranty company there were some charges that we would need to add and some things we couldn't allow for him to do himself.  He was informed that when we install a system provided by us we make our money on the equipment itself, this allows us to discount the other code upgrades and other add-on's since we're selling the equipment. But when we go through a 3rd party, such as a home warranty company, we are not making any of that money on the equipment that is being shipped to us by that 3rd party.  We have a policy here, always tell the customer the truth. They might not want to hear it but it is the truth.  My young technician felt pressured by the customer to give him the price based off of the previous call on the 7th of July.  Normally this is not how these calls are run, being called out by the homeowner and then again by the warranty company, in most cases it is one or the other.  With this call being out of the norm this is what lead to the disagreement. My technician told him that if he bought the equipment, a furnace, from us, the warranty company was only going to replace the coil and heat pump. We were going to charge $650 for the line set or if we didn't replace the furnace it would be $950, he agreed to the $950 plus other code upgrades as needed.  The night before the install I received a phone call and Mr. [redacted] felt that he was getting ripped off on the $950 (all in the approach). We already discounted if from the normal charge for a line set with no equipment set. At this point I felt like he was questioning our integrity and if I dropped that price it would leave us open to asking for other price reductions on the code upgrades and/or after we did the work, not be happy with it. Instead of chancing a disagreement after the work was done I made the decision to not do the work for him.  When I explained this he stated he didn't understand why I would just not do his work and he would pay $950.  I felt that with the information I had gotten from the warranty company (that he did not want the other company back out) when my tech was out he was now trying to work the system between what I said during the estimate and now through the 3rd party, using us as the pawn. This may or may not have been the case.  I felt it was best to walk away without any money ever changing hands, instead of us doing the work and then having a disagreement afterwards. To be honest, when I feel like I'm being taken advantage of or my integrity is being questioned I would just rather walk away.  I would like to apologize for hanging up on Mr. [redacted], I felt like it was better to say nothing than something I might regret. I did tell him what I was going to do, he wanted me to further explain and I tried but he did not like my explanation. I knew there was nothing further to add to the conversation to change the outcome. Afterwards I called the home warranty company and explained what took place, the representative listened to my side of the story and said that she saw on her records he had already had a disagreement with another company,  we are now the second company. She did not go into detail with me about this nor did I ask; this is not any of my business but it helped me support the decision I made. Whether I was right or wrong, it is what it is. I hope he finds a company that will best serve his needs, but Interstate Heating and Air Conditioning is not that company.    Thank you,     [redacted] Interstate Heating & Air Conditioning, Inc.