Pacific Air Heating & A/C Inc.

On 3-8-16 one of our service technicians went out to [redacted]'s house for a requested furnace inspection for the agreed upon charge of $120.00 plus tax.During the inspection he found various  problems, which he noted on the invoice. He also wrote down the prices for each repair so [redacted]...

would know the cost. (Copy of invoice attached). On 3-14-16 we returned to perform the listed repairs/maintenance and [redacted] paid us for our work.Over a full year later, [redacted] called us with her complaints. She told us what the home inspector said. The Furnace needing cleaned again is not unusual. Most of our customers have us out every year to perform an annual cleaning and turn-up.This is also recommended by the manufacture. We were very surprised to hear about the insulation in the return air duct. We asked [redacted] if we could come out and take a look at no charge. We went out to her house and found the insulation was up in the joist space way above the furnace. It is not uncommon to see this. When houses are built, contractors sometime use floor joist for return air cavities. Back in 2006 when the house was built the insulators were a little too aggressive. The cavity was still able to pass air through as was indicated by the air temperature difference reading we we recorded on our maintenance report. If there was a blockage our temperature would have been way high. It was within the manufacture specs that is printed on the furnace. And if the insulation was setting right there where you could not miss it, why would someone quote $450 to remove it? Another company did it for a lower price but [redacted] also filed a Google complaint about them.We felt we were very fair with [redacted] as our perfect 30 year reputation would support. I called [redacted] on 5-22-17 at 10:24 am and left a voice mail and she never returned my call. I also emailed her on 6-2-17 and she never responded to my email.

Subject: Re: Revdex.com COMPLAINT #[redacted]Revdex.com Complaint ID #[redacted] On September 7, 2016 one of our employees went out to the said customers house to give a free estimate on insulation for under the floor. Our consultant is as honest as they come and we enjoy having him work for us. After being in...

business for 28 years, we found it best to listen to the customer to find exactly what they want to accomplish as a result of our visit. This is what our trained consultant did.The customer expressed what he wanted to accomplish. His main concern was he did not want mold to take over the crawl space as a result of the water pipe leak under the house. So we submitted two proposal options according to his concern, not what the insurance company would or would not cover. The customer had a similar bid from another company.Our consultant received a call from the potential customers insurance company and honestly answered questions about the project.Now, we have nothing to hide about our recommendations, what was proposed or what we told the insurance company. We always look at what is most important to the customer, the customers health and safety, the homes durability and efficiency.We would be happy to sit down and discuss this project with the customer and his insurance agent. This should clear up any misunderstanding.Thank you for your interest in providing a resolution and communication clarity. Jim B[redacted]@hotmail.comPacific Air Heating & Air Conditioning2727 Martin WayOlympia, WA. 98506360-357-HEAT(4328)