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Paciorek Electric Inc

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We contacted Paciorek Electric to request an electrician to come to our home to connect a new thermostat on 7/2/2014. The tech arrived promptly, connected the thermostat and got the AC running. He assured us that it would start running cold air in about an hour, since the system needed to charge. About an hour later, the system started blowing hot air. We turned off the system, and assumed there must be something wrong with the AC. We then paid an HVAC company to run a diagnostic on the AC. The HVAC technician told us that the thermostat had been connected incorrectly so that when the AC turned on, the heat also turned on. He reconnected the thermostat and our AC runs perfectly fine. We attempted contact Paciorek to let them know of the faulty service and after many calls, finally reached the owner [redacted] on 7/23. He asked us to email him the documentation from the HVAC service call from the other company which clearly stated that the issue was the incorrectly wired thermostat, which we promptly did, and he assured us he would take care of the issue. Aside from an email confirming he received the documentation, and an email on 7/28 that he was looking into the issue, we have received no response, even after we emailed on 8/3 and left a voicemail on 8/8. We would appreciate a resolution to this issue.Product_Or_Service: Electric servicesDesired SettlementWe feel it would be fair to at the least receive a refund for the $140 service call. After paying the electrician from Paciorek $140 to connect a thermostat, we then had to pay an additional $150 for an HVAC diagnostic to find that the only issue was that the thermostat was connected incorrectly. We also want to relay our frustration with the lack of or delayed response that we have been experiencing when trying to reach someone at the company.Business Response Customer did hire us to install a thermostat. Our Tech did so as they do hundreds per year. The system turned on and was blowing but not quite cold yet, however, tech figured it would take a little time to cool down and felt confident it was all set. Customer paid promptly.Next call I received was from the customer saying that the thermostat was wired wrong and had an HVAC contractor come out that diagnosed the problem. They requested their money back.I explained that I wanted to contact the HVAC company and discuss what they actually found. I contacted the company and was told the tech would call me back shortly. After 2 weeks of not hearing back from the tech AND unfortunately getting sidetracked, I received another call from the customer which then prompted me again to call the HVAC contractor again. This time the tech called back the next day. He explained that the wiring from the furnace to the thermostat was not a typical setup and instead use (2) 3 wires instead of (1) 6 wire so the color codes were all different then standard and had to be traced to back to identify. I did ask the customer why she didn't call us to give us a chance to remedy the problem when she found it wasn't working properly. She stated that she just thought it was a problem with the system itself. The whole problem started due to [redacted] company took the thermostat off the wall (unwired) and made it more difficult to wire the new stat.Unfortunately a combination of waiting for a call back from the HVAC company (2 weeks), being on a out of town during this time, and being extremely busy, has slowed some of the response. Also, the customer didn't seem to get at least one of my messages that I left regarding an update.Solution: I've contacted the customer. Even though I feel that part of the blame is the customer's incorrect wiring to the thermostat, we have decided to refund the customer the total amount ($140). A check is being processed today and mailing tomorrow. It should also be noted that as far as I know, this is the ONLY complaint I've ever received in 18yrs of being in business through the as we take pride in our customer care. Sincerely, [redacted]

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Description: Contractors - Electrical, Contractors - Electrical Commercial

Address: 45 Linseed Rd, West Hatfield, Massachusetts, United States, 01088-9506


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