Pam Air Services Group, Inc.

On Monday July [redacted] 2016, we responded to a no cooling call at the residence.  Upon inspection we found the evaporator and condenser coil iced up and shut it down for overnight defrost so that we can follow up.  At this point we didn’t charge for the diagnostic as a courtesy. ...

The next Day we sent Ed back and found the unit was short on refrigerant and added refrigerant as to the manufactures specs.  After the client called back and said don’t charge her for the call as it was still warm in the house so we told her we wouldn’t until it was fixed and that we send a supervisor the next day.  Upon sending the supervisor he found the TXV no good and recommended replacement.  At this point we charged $622.24 for the materials and time of the previous tech call only, again no charge for the supervisor to come back.  We sent a proposal for a new TXV which was then accepted by the client to be installed.  Upon installing the new TXV we found a hole in the coil which we then informed the client it needs to be replaced immediately.  We found a warranty coil and changed that at no extra charge to the client.  The total proposal for the replacement TXV only was $1910.55 which we then charged upon completion of the job. So to break it down, we came to the residence 4 times and as a courtesy only charged you for a service call originally, and the installation of the TXV not the coil.  We did this to try to help the client.  We made every effort to help her in any way we could.  We have fixed the problem for her and her unit is cooling ever since we came.  We stand by our workmanship and have had no issues with other people in the past.  We feel it is unnecessary and unjust to discriminate against us like this when we had nothing but the best intentions at heart to fix the problem for the client.  The client is not complaining that is inst coiling, so now that the job is done she doesn’t want to pay.

It is apparent that this client does not feel she has to pay anything. At this time PAM Air will turn this matter over to our legal department.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Thank you for the opportunity to respond further.  Attached is a detailed account of my experience with Pam Air Services.  As you will see and in summary, I indeed signed two authorizations for the amounts charged, however: (1) I authorized the first charge of $622.24 as the technician was leaving my house and he assured me that the system was fixed, but that it would take some time before the thermostat would register the cooling.  Instead, the unit was not working at all and I immediately called Pam Air with the update, and specifically instructed them not to process the payment because the system was not fixed as promised.  And (2) I authorized the second charge of $1,910.55 against my will because the unit was still not working at all, but it was the only way Pam Air would agree to return to my residence.  You will see my handwritten note on the attached authorization.After multiple incorrect assessments of the problem, by multiple technicians, Pam Air is trying to charge me for their technicians' incompetence, instead of charging me for what was actually causing the problem - replacement of one piece of equipment (the coil unit) that they installed a few years prior that was still 100% under warranty.  Ironically, on their very first visit to my house they noted that "the coils were frozen over" but once defrosted they failed to inspect the coil unit itself!  To add insult to injury, they are misrepresenting to Revdex.com that they replaced the thermal expasion valve (TXV) when, in reality, the TXV is already built into the new coil unit (in fact, it was the technician himself who explained, and showed, this to me).  While the TXV can be replaced as an individual part, doing so would still not have fixed my system because the coils themselves were leaking.  Finally, when I asked for a revised bill detailing my total exact charges broken out by labor and parts, Pam Air said that I could not provide a detailed breakdown.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]