Peoples Choice Heating & Air Conditioning, Inc

Initial Business Response /* (1000, 5, 2014/11/21) */
We apologize for any miscommunication or mislead that occurred between our tech and Mr.***We are mailing a refund of $out today (11/21/XXXX)(ch#3553) However, according our tech furnace isn't safe to operate and even with a
replacement of furnace, he recommended chimney liner to get most efficient heating in Mr.***'s houseSo the price our tech quoted wasn't for furnace alone, it included the cost of a chimney liner as well and all the laborIt is Mr.***'s right to get a second opinion and we gladly refunding him a service fee that he paid our tech
We hope all things will work out for Mr.*** for the best

On October 22, Peoples Choice heating and air conditioning installed a new Peerless Boiler During the peak of the heating season the boiler began to shut offI made 3-sevice calls to company between January 10th and January 19th for the same problem The Aqua Smart Sensor Boiler control seemed to be the issue per the explanation of the service technicianThe control continues to display a reading of "Lock out - Low water" and disables the boiler from starting
When I call the service techout after the second incident he told me "they would not warrantee the Aqua Smart Sensor out until it fails a 3rd time"In other words they would not replace it until my heat went out again
The temperature outside is below and my heat has gone out againI now have to wait 24-hour because the company states the supply house is closed and will not be able to get a new sensor until tomorrow even though the website states that their trucks are fully stocked This all could have been prevented if they had changed my sensor after the 2nd incident
I don't understand the rational for waiting for a 3rd time in the middle of January when the tech and the company absolutely know what the issue is that is causing my boiler to shut off
I think this policy needs to be revised especially if the company is aware of the defective issues with the sensorsThere need not be a requirement for the company to inconvenience the customer three times before they will do anything about it
It is no fun being cold especially when I was proactive in replacing my boiler in the fall to prevent having days like this

To Whom it may concern,
Peoples Choice has done all work that we were hired to do September 6, Although *** *** *** *** feel that we are disingenuous I can assure you that we are not*** *** *** *** satisfaction is very important to us and although we have different opinions on this, this company has been and will continue to work very hard to resolve this issue and satisfy *** *** *** ***On a letter dated November 17, Antonio *** asked for the following, and I quote "we are asking that your company immediately replace the ADP coil with a compatible *** coil and provide us the appropriate model and serial number to function optimally with the installed *** outdoor unit." end quote As I stated in my previous response we are willing to install the *** coil as per Mr*** request and we have already fixed the serial number issue as you can see from their last responseAs far as inspecting this system during the winter months in cold temperatures I stand behind my original statementThe air conditioner should not be ran during these temperatures as I feel it can do damage to the compressor and we will not get true readings on the head pressuresWe also would not be able to get an indoor outdoor differential temperatureIf *** *** *** *** would like and to show good faith I would be happy to install the new coil immediately and come back in spring to do a start up and full inspection
In a effort to try to resolve this complaint I stand by my previous response and again tell you that I am willing to install the coil that Mr*** is requesting and I will do a complete and thorough inspection on the whole system in the springtimeI will also add an additional years on labor warranty to give the customer a total of years by this company.
As you can see by Mr*** most recent response to this complaint is that he feels that we are disingenuous and have shown him a lack of customer careI can assure you that every time MrMrs*** contacted this office we have tried to the best of our ability to handle their concerns and resolve their issuesWe are complying with all of the request of Mr*** had sent us in a letter dated November 17, and then some.
I appreciate any help you can give in resolving this matter and I I am open to any suggestions in trying to resolve this matter
Sincerely,
*** ***
Peoples Choice Heating And Air
***

Initial Business Response /* (1000, 5, 2014/12/19) */
To Whom it may concern,
I just had a long conversation with the customer and she informed me that she is having new insulation installed in her home and that the furnace that we installed is bringing the home up to desired temperature
and that the furnace may not be the problemWe agreed that after the insulation is installed that she will contact us and we will come out (in mid January) and do a heat load calculation on her homeAt that time we will also install a new thermostat as per her contractWe also will be installing a new humidifier at no charge due to any inconvenience that the delay on the thermostat may have caused the customerAt this point I believe that this company and the customer would agree that this complaint is resolved per the above agreementIf there is any other questions please feel free to contact meHave a great holiday!
Sincerely,
*** ***
Peoples Choice Heating and Air Conditioning Inc

To Whom it may concern,
 
 People's Choice did install an air conditioner for [redacted]. After installation Mr. [redacted] contacted this company with concerns on the physical size of the evaporator coil that was installed. I explained to Mr. [redacted] that even though...

it is physically smaller it is still the same size in regards to BTUs and tonnage. More recently (December 15, 2015) I had spoken to Mrs. [redacted] and she addressed the same concerns. She told me that she feels the unit is running nonstop and not cooling as good as the previous unit. I told Miss [redacted] that we would come out in the spring as soon as the weather warmed up to do a very detailed inspection of the system and its performance. She agreed and I told her that I would email her a statement with our intentions. I did send the email on December 17, 2015. If something is wrong with the system that we put in and it is not performing properly we will most certainly resolve the problems as the system has a warranty not only by the manufacturers but also with this company. Unfortunately we cannot do any diagnostics on the unit during the winter as running the system in these cold temperatures could actually do damage to the compressor and we would not get proper readings on our gauges.  I do feel that one of the more serious concerns for [redacted] is the brand of the coil (ADP). Even though we did not agree to install a [redacted] evaporator coil in the contract the representative that sold them the system did not specify what brand it would be. In light of that, and in efforts to resolve this issue we will be willing to install a [redacted] coil at [redacted] property in the springtime when the weather warms up. We will also start our warranty from the date of coil installation in the spring. As stated above we will also do a very detailed inspection of the whole system to include but not limited to air temperature differentials, freon pressures and overall performance of the new air-conditioning system. 
As for the serial number being wrong, that has already been fixed with the manufacturer and we should be getting something back from them within the next couple of weeks with the correction.
I hope that my offer helps resolve the situation and I thank you in advance for any assistance you can give in this matter. Please feel free to contact me at the number below or email me with any questions that you may have.
Sincerely,
[redacted]
Peoples Choice Heating And A/C Inc.
[redacted]

Initial Business Response /* (1000, 5, 2014/06/24) */
To Whom it may concern,
We went out yesterday and found bad low voltage wiring that was causing the issues with the system. Our serviceman [redacted] fixed the wires and the unit is now operating properly. I do apologize to Ms. [redacted] for...

any inconvenience and I hope this satisfies her concerns with this complaint.
Best Regards,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2014/06/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Simple: He fixed it and now it's working perfectly. [redacted] found the problem that the others could not find.

Unfortunately have to write bad review... First time- they came very late( I requested morning time and they came in the afternoon, so my all day screw up my day)...they said we need order part, and they will show up in 2 days-of cource nobody came- we dont have part. So we talked about another time. They just called can we came another day? So they should come day after , and I should to called them hour before I will be home , make sure they will not waste time. I was still working, and they called are you home? We are here... I was just thinking are they kidding me??so we did decision for saturday... All day I was waiting, again nobody show up... On monday I got phone call im sorry I was sick...they should come they on tuesday....nobody came... So I decided to hire somebody else!!!! This company is [redacted] up!!!!sorry for my words

Initial Business Response /* (1000, 5, 2015/09/19) */
To Whom it May concern,
There must've been some confusion when our technician spoke to Mr. [redacted] regarding the power going to the furnace. We have since sent a technician to the home and he has replaced a transformer. The furnace is...

now up and running properly and I hope this satisfies Mr. [redacted]'s concerns with this company. Please contact us with any other questions you may have.
Sincerely,
[redacted]
Initial Consumer Rebuttal /* (2000, 7, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We decided to ring in the new year by breaking the heater New Year's day morning. Thankfully People's Choice was open and able to help us out. Larry the service tech was friendly and efficient. Before his arrival he tried to trouble shoot with me so as to save me the service call. When that did not work, he was able to arrive in a timely fashion. Additionally, he answered all of my questions clearly, in easy to understand (non technical) language. I hope I never have to call for service again, but if I do, you can bet People's Choice will be the company I call.

Initial Business Response /* (1000, 5, 2015/05/26) */
To Whom it may concern,
In efforts to resolve this complaint we have installed the draft inducer at no charge to the customer. Please feel free to contact me with any questions.
Regards,
[redacted]
Peoples Choice Heating...

and A/C
XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 7, 2015/06/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
THE BUSINESS CLAIM THAT THEY SENT A REFUND TO ME THROUGH THE MAIL OUT ON MAY 22, 2015 OF THE AMOUNT THAT THEY CHARGE ME ON THE INSTALL. IT IS JUNE 2, 2015 AND I STILL HAVENT RECEIVED MY REFUND THROUGH THE MAIL AS PROMISE. I CALLED THEY TOLD ME THEY SENT IT OUT ALREADY AND I WAS TOLD TO CALL BACK ON THE JUNE 2, 2015 WHEN THE PERSON WHO HANDLES THAT GET BACK INTO THE OFFICE .
Final Business Response /* (4000, 9, 2015/06/09) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
We replaced the part and mailed the refund check on May 22nd 2015, according to customer check didn't reach them, but it never came back to the office either, so we issued another check and per Mr.[redacted]'s request, he came and picked it up on Saturday, June 6th

Complaint: [redacted]
I am rejecting this response because:
 
To the Revdex.com:
 
We have decided, after lengthy consideration, to reject the Peoples Choice Heating And A/C Inc. response.  Peoples Choice Heating And A/C will not be welcomed back into our home.  
 
in light of our Revdex.com complaint they have responded. We feel that when dealing directly with Peoples Choice, based on our past communications, they will not be as accommodating.Their past opinionated responses did equate to the facts we presented.
 
It is our intention to engage another air conditioning company to assess and repair their work as required. 
Sincerely,
[redacted]