I have had nothing but positive experiences with Paul's heating and cooling!
They respond quickly and solve the problem adequately and reasonably!!!! I have been using them for five years!
Initial Business Response /* (1000, 7, 2014/06/05) */
Our technician went out to assess why the customers' air conditioning unit was not coolingUpon inspection he found the air filter on the furnace was not installed correctly, he explained to the customer and corrected the direction of
airflowMoving outside, he removed the caps and attached the hoses and gauges determining that the unit was almost emptyHe also checked the entire copper lineset discovering no visible leaksAt this time, he explained that if we just put the Freon in again, it will leak out again by next year, just as it did the previous yearHe went on to recommend a "high-pressure leak test" for a flat fee of $(including hours of time/labor)He also advised the customer, as we do all customers in this case, that it is not guaranteed that we will locate the leak and or leaks in the system in the time givenNever did the technician say that the unit would have to be empty in order to run the "high-pressure leak test"He did tell her that if the unit was empty he could guarantee that he could quickly locate itOne of her main concerns was spending $and still not finding the leakAt this point the customer became distraught about the situation, which is when the technician then gave her the option to put in freon with dye at a cost of $including the service callThe customer became even more distraught and walked away talking to her friend/neighborThe technician continued to explain the situation many times along with all of her options in which she just could not understandShe then made a phone call explaining the situation to someone else and in turn made the decision to just pay the service call and have the technician leaveShe did not understand that the technician was trying to save her money, instead of trying to sell her a new air conditioning system when hers was only years old and the average lifespan is give or take yearsThe customer then chose to walk away into her home, making technician wait over minutes to collect his check and move on to his next callShe called the office and spoke with a manager who told her that if she didn't like the technician, we could send someone else to herShe told the manager that she wanted to purchase a new unitThe manager explained to her to pay the technician the $service charge and it would be applied to the new unit when a different technician arrivedThe technician spent a total of hour at the customers' houseThe customer was never told that it would cost $to repair her unitThe service charge of $includes coming out and diagnosing the problem with the unitOur technician did diagnose the unit as well as give options to the customer on repairing the unit so this was a completed service call in which she chose not to do the repairsThe customer even states that when another company came to her home they found the unit to be "almost empty" just as our technician didAlso please note that you cannot remove the cap from the relief valve because it is hermetically sealed internally within the compressor meaning it cannot leak freon outAs far her statement about saving her money, she would have spent "hundreds" with our technicians options to repair, and yet she chose to spend "thousands" to replace a year old unit insteadOur company nicely installs units every day the same day as wellAlthought the customer feels that unit needed to be replaced, ***'s Heating and Cooling felt that the year old unit could have been easily repaired at a much cheaper price and possibly gotten another years of life from itThe customers' resolution to this problem is not justifiable because services were renderedOnce again, our service charge is $to come out to diagnose the problem, which in this case was a leak in the system, options were given and in this case no repairs were madeThe service charge still applies
Initial Consumer Rebuttal /* (3000, 9, 2014/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon inspection of my unit *** informed me there was a Freon Leak but did not know whereWas informed a Leak Test would determine where the leak was but as my unit was not 100% empty this was not a guaranteed option and that his suggestion was to replace the Freon at a guess estimate of $500.00-$for roughly 1/lbs of of the lb capacity of my unit and then this time next year the unit would be empty and a Leak Test could be performed with resultsMy question was how could he guarantee my unit will be 100% empty next year when almost a year ago to the date his company had filled my unit with Freon as it was almost emptyOnce again they were telling me to replace the Freon again this year to leak out over the course of a few months at a Very High Price, not a Cost Effective move as its not a fix to the problemI was never given an option of Freon with dye for $as stated in this response, I have no idea what this option is/wasI did make a phone call while outside with *** to which he was fully aware I was calling my Brother, the other Home OwnerI also then went into my home to call his office to express my dis satisfaction but was just informed that they could send out another tech to which I declined stating I would call out another company and was asked to go back out there to pay their TechThe $charge for the service call to diagnose the problem was not performed to satisfaction as *** knew there was a Freon Leak but did not know where to be able to repairOnce again as stated previously I did Not receive a diagnosis to the problem which needed to be addressed and or repairedThe charge was for diagnosis of the problem with an acceptable repair option to which I was not given oneI expressed my dis satisfaction to the tech as well as marking in the check memo ( Not Acceptable Service ) and on the Job Invoice where I was supposed to sign acknowledging satisfactory completion of work I stated No
Final Business Response /* (4000, 13, 2014/07/03) */
The initial complaint the customer had was with paying the $service chargeAgain, our service charge of $is to come out which includes driving to the home to take a look and let you know what the problem isThis is also called the "diagnostic fee"Our technician did just thatHe told the customer that she had a leak in the system and that more work was needed, at an additional cost, in order to locate the leakOur technician could not "guarantee" that the Freon would leak within a year, however just as the customer stated in her response, it was almost a year to the date from the last time it was filledSo based off the evidence in the invoice that stated this information and the plus years of experience our technician has, it was very likely that the same thing would happen and could quite possibly take a full year to leak out againHe never said it would leak over the course of a few months, as the customer statesShe states repeatedly that he did not diagnose the problem, which is not trueThe diagnosis is that there was a leakLocating it was more extensive than the service call includes, which was all explained to the customerSo for our $we gave her the options to repair her unit, however she chose to call another company and purchased a brand new unit from themAs she states, in today's economy $doesn't sound like too much, but it would be a lot cheaper to repair a year old unit than to buy a whole new air conditioning system that in the end costs thousands of dollarsOur $charge was utilized when our technician drove to the customers' house and performed a diagnosis that revealed a leak in the system
I have had nothing but positive experiences with Paul's heating and cooling!
They respond quickly and solve the problem adequately and reasonably!!!! I have been using them for five years!
Initial Business Response /* (1000, 7, 2014/06/05) */
Our technician went out to assess why the customers' air conditioning unit was not coolingUpon inspection he found the air filter on the furnace was not installed correctly, he explained to the customer and corrected the direction of
airflowMoving outside, he removed the caps and attached the hoses and gauges determining that the unit was almost emptyHe also checked the entire copper lineset discovering no visible leaksAt this time, he explained that if we just put the Freon in again, it will leak out again by next year, just as it did the previous yearHe went on to recommend a "high-pressure leak test" for a flat fee of $(including hours of time/labor)He also advised the customer, as we do all customers in this case, that it is not guaranteed that we will locate the leak and or leaks in the system in the time givenNever did the technician say that the unit would have to be empty in order to run the "high-pressure leak test"He did tell her that if the unit was empty he could guarantee that he could quickly locate itOne of her main concerns was spending $and still not finding the leakAt this point the customer became distraught about the situation, which is when the technician then gave her the option to put in freon with dye at a cost of $including the service callThe customer became even more distraught and walked away talking to her friend/neighborThe technician continued to explain the situation many times along with all of her options in which she just could not understandShe then made a phone call explaining the situation to someone else and in turn made the decision to just pay the service call and have the technician leaveShe did not understand that the technician was trying to save her money, instead of trying to sell her a new air conditioning system when hers was only years old and the average lifespan is give or take yearsThe customer then chose to walk away into her home, making technician wait over minutes to collect his check and move on to his next callShe called the office and spoke with a manager who told her that if she didn't like the technician, we could send someone else to herShe told the manager that she wanted to purchase a new unitThe manager explained to her to pay the technician the $service charge and it would be applied to the new unit when a different technician arrivedThe technician spent a total of hour at the customers' houseThe customer was never told that it would cost $to repair her unitThe service charge of $includes coming out and diagnosing the problem with the unitOur technician did diagnose the unit as well as give options to the customer on repairing the unit so this was a completed service call in which she chose not to do the repairsThe customer even states that when another company came to her home they found the unit to be "almost empty" just as our technician didAlso please note that you cannot remove the cap from the relief valve because it is hermetically sealed internally within the compressor meaning it cannot leak freon outAs far her statement about saving her money, she would have spent "hundreds" with our technicians options to repair, and yet she chose to spend "thousands" to replace a year old unit insteadOur company nicely installs units every day the same day as wellAlthought the customer feels that unit needed to be replaced, ***'s Heating and Cooling felt that the year old unit could have been easily repaired at a much cheaper price and possibly gotten another years of life from itThe customers' resolution to this problem is not justifiable because services were renderedOnce again, our service charge is $to come out to diagnose the problem, which in this case was a leak in the system, options were given and in this case no repairs were madeThe service charge still applies
Initial Consumer Rebuttal /* (3000, 9, 2014/06/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Upon inspection of my unit *** informed me there was a Freon Leak but did not know whereWas informed a Leak Test would determine where the leak was but as my unit was not 100% empty this was not a guaranteed option and that his suggestion was to replace the Freon at a guess estimate of $500.00-$for roughly 1/lbs of of the lb capacity of my unit and then this time next year the unit would be empty and a Leak Test could be performed with resultsMy question was how could he guarantee my unit will be 100% empty next year when almost a year ago to the date his company had filled my unit with Freon as it was almost emptyOnce again they were telling me to replace the Freon again this year to leak out over the course of a few months at a Very High Price, not a Cost Effective move as its not a fix to the problemI was never given an option of Freon with dye for $as stated in this response, I have no idea what this option is/wasI did make a phone call while outside with *** to which he was fully aware I was calling my Brother, the other Home OwnerI also then went into my home to call his office to express my dis satisfaction but was just informed that they could send out another tech to which I declined stating I would call out another company and was asked to go back out there to pay their TechThe $charge for the service call to diagnose the problem was not performed to satisfaction as *** knew there was a Freon Leak but did not know where to be able to repairOnce again as stated previously I did Not receive a diagnosis to the problem which needed to be addressed and or repairedThe charge was for diagnosis of the problem with an acceptable repair option to which I was not given oneI expressed my dis satisfaction to the tech as well as marking in the check memo ( Not Acceptable Service ) and on the Job Invoice where I was supposed to sign acknowledging satisfactory completion of work I stated No
Final Business Response /* (4000, 13, 2014/07/03) */
The initial complaint the customer had was with paying the $service chargeAgain, our service charge of $is to come out which includes driving to the home to take a look and let you know what the problem isThis is also called the "diagnostic fee"Our technician did just thatHe told the customer that she had a leak in the system and that more work was needed, at an additional cost, in order to locate the leakOur technician could not "guarantee" that the Freon would leak within a year, however just as the customer stated in her response, it was almost a year to the date from the last time it was filledSo based off the evidence in the invoice that stated this information and the plus years of experience our technician has, it was very likely that the same thing would happen and could quite possibly take a full year to leak out againHe never said it would leak over the course of a few months, as the customer statesShe states repeatedly that he did not diagnose the problem, which is not trueThe diagnosis is that there was a leakLocating it was more extensive than the service call includes, which was all explained to the customerSo for our $we gave her the options to repair her unit, however she chose to call another company and purchased a brand new unit from themAs she states, in today's economy $doesn't sound like too much, but it would be a lot cheaper to repair a year old unit than to buy a whole new air conditioning system that in the end costs thousands of dollarsOur $charge was utilized when our technician drove to the customers' house and performed a diagnosis that revealed a leak in the system