Payless Cooling & Heating

Review and response to this complaint is IN PROCESSResolution including documentation will be forwarded soon.Gary [redacted] , PresidentCarol [redacted] , Business Manager

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meHowever, some versions of Ms [redacted] 's account of the sequence of events are not as they happened1.) The owner Gary [redacted] was communicating with me about the priceThe I was quoted was over $(I have the paper), not $2600, for the coil and compressorI asked if thats the best price and when he said yes I called another company for their price and it was $for the exact same unitSo I went back to Mr [redacted] and asked if he could match the price but he was still a few hundred dollars over the new quote and that is why I decided to go with the other companyI did not talk to Carol at all during this timeIn fact, I wanted to call her then to request the remainder of the service money back but I did not, out of respect for her time, since I knew she was out on a business conference as she had saidI called Gary directly to cancel and gave him my reasons and thanked him for his timeI waited a couple of weeks to call CarolShe did not return my calls in spite of leaving messages 2.) There were not spots of rustedThe coil was badly rustedThey failed to let me knowI could have spent much less money replacing the coil only.3.) Lastly, I never asked her for all the money I spent on her services in the pastInitially when I spoke wot Carol, I requested money back for future visit on my rental and past visit and future visit on my house, since they did not communicate or pick up the problemI was not going to use them anymore for obvious reasonsHowever, when she hung up on me, I called the owner Gary [redacted] I said I wanted only the money back for future visits (since I was trying to compromise with them) and he agreed, and said I should receive the check soon but I never got the check for a month and therefore I contacted Revdex.com.And I took my business somewhere else when I hired [redacted] (a Trane authorized dealer) to install the unit in my house for less than what Payless quoted me.I do not write negative reviewsThis is my secondI have never complained to Revdex.com prior to thisI am not going around telling people about this companyFrankly, I don't have the time, and life is too shortI was greatly applaud by how the customer service situation deteriorated since OctoberI understand that people make mistakes and things happen, but this was just too muchI sincerely wish this business and their staff the best

Payless Cooling & Heating [redacted] August 28, Revdex.com of Metropolitan Houston West Loop South Houston, TX Re: [redacted] [redacted] [redacted] *** Dear Revdex.com of Metropolitan Houston: In response to Mr [redacted] ’s complaint, he stated that he could not register the evaporator coil onlineIt was my understanding that he did register his condenser coil but had trouble registering his evaporator coil with the model and serial numbers he was givenI did find this not to be the caseI spoke with a [redacted] representative to see if the condenser coil and evaporator coil were ever registered [redacted] stated that neither one of these equipment had been registered [redacted] also stated that these were valid model and serial numbers for both unitsWith that being said, I had no legitimate argument with ***, that it was been tried to registered [redacted] only will give the customer the Base Warranty of year labor, year parts, and year compressor warranty [redacted] customer relations number is once again [redacted] and Mr [redacted] can speak with a representative about Customer Reference # [redacted] To get this situation resolved, I am willing to purchase a [redacted] Authorized Factory Warranty Policy for the remaining years parts and year compressor, giving Mr [redacted] a total of year parts and year compressor warrantyThis warranty will be paid directly by my company Payless Cooling and HeatingKeep in mind that the labor warranty only had year labor and will expire today, August 28, Also, labor and refrigerant is no longer covered under warranty I hope this will resolve the matter, as I have no other alternativeI will forward Mr [redacted] the warranty confirmation from the warranty company Thanks, Gary E [redacted] Owner

We serviced and replaced parts for her units at Dr [redacted] 's home in JulyShe called with another issue on Oct 8th and we did another repair at no chargeShe stated that she didn't trust the technician's diagnosis, so I made another appointment at no charge for the owner to go an assess the equipmentHe recommended replacing one of the unitsWe kept the equipment running the best we could while she gathered estimates from other companies (which we recommend)The reduction in the price and other discrepancies are a result of multiple calls from Dr [redacted] asking for discountsEvery time we would agree to a price reduction, she would ask for moreShe scheduled the install of an evaporator coil for $on Oct 14th and then cancelled the night beforeThe next evening she called me on my cell phone told us the she went with another company for the install and wanted all of her money back that she had paid us for the service and repairs in July because we failed to specifically point out spots of rust on various parts of the equipment and drainpansWhen I told her that wasn't going to happen, she told me that she was going to bad mouth (her words) and write bad reviewsThese forums are wonderful tools for consumers and merchants to resolve issues and promote good business practicesUnfortunately, on rare occasions, they are used as a weapon against the merchant when their demands are not metSince, Dr [redacted] is now only asking for the balance of her maintenance plans (units in her home and unit in a rental property) we will be happy to refund that amount of $to her if she will kindly take her business elsewhereShe should receive a check by 12/16/Carol [redacted] Business Manager for Payless Cooling

I had an issue with my a/c as far as cooling my house correctlyI had purchased an inside unit from them last year and I bought a service plan from them and it involved them coming out and inspecting my unit twice a yearThey never came out like they was supposed to and never even tried to contact me to make sure everything was ok so when I did have an issue I called them and they didn't even seem like they knew I had even purchased a previous service contractWell they sent a guy out and he showed up and started checking stuff and did a very POOR job at inspecting the units and didn't even really pay attention to the prole I was havingHe hooked up gauges to my outside unit and automatically said my outside was bad and needed replaced not once did he ever attempt to go under the house and truly inspect anything under there which is where the problem wasWell I trusted him and spent dollars on a new outside unit and they came and installed it and the guys that came and instal

Hello,
I am writing about a complaint I have with Payless Cooling and Heating, N Main Street, #200, Pearland, TXPhone #281-227-
Called them to service AC on my houseWas told everything is greatThen no more than months later try AC stopped workingI called them again and the same rep came out and told me the coil was extremely rusted and was leaking freon and that resulted in the compressor not workingHe gave me a quote of over $Upon my request the owner came the next day and validated his rep's findings and subsequently miraculously came down to $I went with another Trane certified company who charged me $for similar system because the price was better and I was doubtful of their workI decided I didn't want this company to maintain my units in my house and rental property (I had paid them for the year) because I didn't trust them anymoreI doubt that the tech thoroughly checked my unit when he came for the maintenance check because if he

I needed to replace my AC upstairsA friend has been using Payless Cooling and Heating, so I decided to call themGary, the owner, came with another personHe does not have a salesperson attitudeI felt like he was here to solve the problemHe was right to the point, no fancy brochure, no talk about everything and nothingThe following day two nice guys showed up on time, had everything done within hours and at my request, were happy to take time to show me the new equipment after the installationI couldn't be more happy with this companyThe quote was much lower than the one given by the first company I calledI will probably stick to Payless Cooling & Heating for a long time

Payless Cooling & Heating
[redacted]
[redacted]
August 19, 2015 
Revdex.com of Metropolitan Houston
1333 West Loop...

SouthHouston, TX 77027
RE: [redacted]
Dear Revdex.com of Metropolitan Houston:
My name is Gary E[redacted], owner of Payless Cooling &
Heating. I am responding to a complaint filed by [redacted]. I am enclosing
3 photos: one is the label on the evaporator at the customer’s home, which
clearly shows the model and serial numbers and that this is a [redacted] product. The second photo is Mr. [redacted]’s invoice of the installation
for the amount $6305.00 that was financed through [redacted], which
shows the model & serial number of the evaporator was the same as the first
photo. The third photo shows [redacted]’s policy to the homeowner. The products must
be registered with [redacted] within 60 days of the installation. Mr. [redacted] was
directed to [redacted].[redacted] to register, which is written on the invoice. This is the
responsibility of the homeowner. Here is [redacted]’s Customer Resolution Center
[redacted]. This number is also given on the [redacted].com website. The
customer has the option to register online or to call the [redacted] phone number
given online to register their equipment. As far as the blower motor that was
installed by us, the customer did receive the invoice for the blower motor and
capacitor that was replaced with the warranty information on invoice. Mr. [redacted]
asked for an itemized breakdown which was given via email Monday July 13, 2015.
Sincerely,
Gary E[redacted]
Owner
Enclosure

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. However, some versions of Ms [redacted]'s account of the sequence of events are not as they happened. 1.) The owner Gary [redacted] was communicating with me about the price. The I was quoted was over $5700 (I have the paper), not $2600, for the coil and compressor. I asked if thats the best price and when he said yes I called another company for their price and it was $4400 for the exact same unit. So I went back to Mr [redacted] and asked if he could match the price but he was still a few hundred dollars over the new quote and that is why I decided to go with the other company. I did not talk to Carol at all during this time. In fact, I wanted to call her then to request the remainder of the service money back but I did not, out of respect for her time, since I knew she was out on a business conference as she had said. I called Gary directly to cancel and gave him my reasons and thanked him for his time. I waited a couple of weeks to call Carol. She did not return my calls in spite of leaving 2 messages.  2.) There were not spots of rusted. The coil was badly rusted. They failed to let me know. I could have spent much less money replacing the coil only.3.) Lastly, I never asked her for all the money I spent on her services in the past. Initially when I spoke wot Carol, I requested money back for future visit on my rental and past visit and future visit on my house, since they did not communicate or pick up the problem. I was not going to use them anymore for obvious reasons. However, when she hung up on me, I called the owner Gary [redacted] I said I wanted only the money back for future visits (since I was trying to compromise with them) and he agreed, and said I should receive the check soon but I never got the check for a month and therefore I contacted Revdex.com.And I took my business somewhere else when I hired [redacted] (a Trane authorized dealer) to install the unit in my house for less than what Payless quoted me.I do not write negative reviews. This is my second. I have never complained to Revdex.com prior to this. I am not going around telling people about this company. Frankly, I don't have the time, and life is too short. I was greatly applaud by how the customer service situation deteriorated since October. I understand that people make mistakes and things happen, but this was just too much. I sincerely wish this business and their staff the best.

Payless
Cooling & Heating
[redacted]
[redacted]
August
28, 2015
Revdex.com of Metropolitan Houston
1333 West Loop South
 Houston, TX 77027
Re: [redacted]
       [redacted]
       [redacted]                    
Dear Revdex.com of Metropolitan Houston:
In response to Mr. [redacted]’s complaint, he stated that he
could not register the evaporator coil online. It was my understanding that he
did register his condenser coil but had trouble registering his evaporator coil
with the model and serial numbers he was given. I did find this not to be the
case. I spoke with a [redacted] representative to see if the condenser coil and
evaporator coil were ever registered. [redacted] stated that neither one of these
equipment had been registered. [redacted] also stated that these were valid model
and serial numbers for both units. With that being said, I had no legitimate
argument with [redacted], that it was been tried to registered. [redacted] only will give
the customer the Base Warranty of 1 year labor, 5 year parts, and 5 year compressor
warranty. [redacted] customer relations number is once again [redacted] and Mr.
[redacted] can speak with a representative about Customer Reference #[redacted].
To get this situation resolved, I am willing to purchase a
[redacted] Authorized Factory Warranty Policy for the remaining 5 years parts and 5
year compressor, giving Mr. [redacted] a total of 10 year parts and 10 year compressor
warranty. This warranty will be paid directly by my company Payless Cooling and
Heating. Keep in mind that the labor warranty only had 1 year labor and will
expire today, August 28, 2015. Also, labor and refrigerant is no longer covered
under warranty.
I hope this will resolve the matter, as I have no other
alternative. I will forward Mr. [redacted] the warranty confirmation from the warranty
company.
Thanks,
Gary E[redacted]
Owner

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  
[Provide details of why you are not satisfied with this resolution.]
Regards,
I reject the said resolution, Gary was well aware of the situation over a year ago. I tried to enter the number and it would not take.(  with in said timeframe). I have the e-mails since that date showing where Gary agreed to take care of it , almost a year later. If this was his stance why didn't he say that earlier this month? again I have the coorespodense saved (e-mails) stating he would have it taken care of. If it was as easy as registering it we would not be having this conversqation.

Review and response to this complaint  is IN PROCESS. Resolution including documentation will be forwarded soon.Gary [redacted], PresidentCarol [redacted], Business Manager

We serviced and replaced parts for her 3 units at Dr [redacted]'s home in July. She called with another issue on Oct 8th and we did another repair at no charge. She stated that she didn't trust the technician's diagnosis, so I made another appointment at no charge for the owner to go an assess the...

equipment. He recommended replacing one of the units. We kept the equipment running the best we could while she gathered estimates from other companies (which we recommend). The reduction in the price and other discrepancies are a result of multiple calls from Dr [redacted] asking for discounts. Every time we would agree to a price reduction, she would ask for more. She scheduled the install of an evaporator coil for $2600 on Oct 14th and then cancelled the night before. The next evening she called me on my cell phone told us the she went with another company for the install and wanted all of her money back that she had paid us for the service and repairs in July because we failed to specifically point out spots of rust on various parts of the equipment and drainpans. When I told her that wasn't going to happen, she told me that she was going to bad mouth (her words) and write bad reviews. These forums are wonderful tools for consumers and merchants to resolve issues and promote good business practices. Unfortunately, on rare occasions, they are used as a weapon against the merchant when their demands are not met. Since, Dr. [redacted] is now only asking for the balance of her maintenance plans (3 units in her home and 1 unit in a rental property) we will be happy to refund that amount of $200 to her if she will kindly take her business elsewhere. She should receive a check by 12/16/2016. Carol [redacted]Business Manager for Payless Cooling