Perry Aire Services, Inc.

Re Revdex.com case [redacted] - [redacted]
Dear [redacted]:
IN response to the complaint filed by [redacted], we have reviewed her file and viod the invoice for the emergency service call we ran on 01-20-14. The circumstances surrounding the invoice are as follows:
I received a voicemail...

via emial from [redacted] on Saturday 01-19-14, and I returned her call. She stated her outdoor unitw asn't working but she had emergency heat. I told her we could send a techf irst thing Monday (01-21-14) to check her system. I gave her my personal cell phone number in the event something happened, and she needed service before Monday. Sunday morning, 01-21-14, she called me stating the whole system was doen, adn she wanted service as soon as poodible. I told her our emergency service/weekend rates were [redacted] for the xervice call fee, and [redacted] for the hourly rate. She agreed and I sidpatched the On-Call Tech, Our tech arrived at her house at 12:15 PM. He was on site for 2 hours. He was able to restore the heat after he replaced a blown fuse inside of the unit. He advised [redacted] that he would need to retun the following day once he called the vendor to check on another part. He also advised her that the Emergency Service Call total would be [redacted] (E. Service Call Fee [redacted] + 2 hours [redacted]) she refused to pay. Her maile friend stepped into the conversation, told her not to sign the service ticket, and told our tech to leave. Our Tech called me and explained the circumstance. I called her back. She stated that she felt we shouldn't charge her because the system is brand new, and was installed the first part of 2013. I told her that we had no way of confirming the date of the install until Monday morning, and she had agreed to the Emergency service Rates prior to dispatching our tech. She gave the phone to her male friend. He started accusing our company of trying to rip her off for the service invoice. I tried to explain to him of our agreement prior to sending out our tech, and he refused to listen.
We are very sorry that this resulting in such a negative ending. We would have refunded ehr even if she had paid once we were able to review her file, and confirm the date of install. I personal feel we could have handled this differently had her Male friend not interceded emotinally.

Review: My home warranty company replaced my heat pump in February 2013. Perry Aire was the contractor who installed the heat pump per the request of the home warranty company. It was installed on 2/7/2013. On 1/19/2014, I noticed that my heat pump was not running properly. The fan was not running and my auxiliary heat was running continuously. I had heat but I was concerned. I contacted Perry Aire who stated that they would send someone out on Monday, 1/21/2014. On Sunday, 1/20/2014, my auxiliary heat quit working and I had no heat. I again called Perry Aire who said they would send someone out to make the repair. I was informed that the service call would be higher and the rate would be time and a half b/c it was on the weekend. A repairman arrived driving a van with a different company name on it. He stated that there were 2 wires that were touching and they were up against the sheet metal in the compartment where they were located. I was told it caused an arc that burned up the wires and blew a fuse. He was able to get the Auxiliary Heat running but still could not get the fan to work. He tested and poked around trying to locate the reason for the fan not working and could not figure it out. He arrived at 12:10 and left at 4pm. He theorized that the circuit board was bad and needed to be replaced, but he was not sure. My bill was over $450 for Sunday, of which payment was expected up front, and then someone would return on Monday 1/21/2014 to complete the job, of which more charges would apply. The worker tried to get me to sign the invoice saying the work was completed to may satisfaction and I refused. I was informed that I was only being charged 2 hours of labor instead of almost 4 out of courtesy. I did not pay the bill. The heat pump was not repaired. In addition, it was less than a year old and I had never touched it. The repairman contacted the [redacted], who became very agitated and the conversation ended with him threatening to sue me. On Monday 1/21/2014, I contacted [redacted]. They sent a repairman out the morning of 1/22/2014. I told him what the suspected problems was and what had happened. He removed the panel where the wires are located and they already had more burns. He stated they were not taped properly and he would have to retape them and secure them. He stated there was nothing wrong with my circuit board. He then opened the compartment where the refrigerant was located and found that I had a leak and was completely out of refrigerant. This had caused the fan to automatically quit running so that the compressor would not burn up. This caused the auxiliary heat to cut on. It ran continuously causing the wires to get hot which resulted in the blown fuse. He stated this was basic knowledge. From the time he arrived, it took him less than 20 minutes to diagnose the problems. He completed the repairs, which included soldering a copper line and recharging my refrigerant, and left my home in under 2 hours. This also included addressing the wires that he had to partially strip, reconnect, and tape (something that was not done properly the day before). I was advised to contact you regarding this situation as this heat pump was under a year old and the service was not completed to my satisfaction. It is absurd to charge someone $450 for a job that was not completed and was not even diagnosed properly on a heat pump that was installed by the provider less than a year ago. How much would this have cost me in the end if they ever got it repaired correctly?!Desired Settlement: I was told by [redacted] that parts were covered but not the labor. According to the invoice I signed in 2013 when the heat pump was installed, parts AND labor were guaranteed for 1 year. I do not feel I should have to pay this bill especially when I had to pay someone else to complete the job properly.

Business

Response:

Re Revdex.com case [redacted] - [redacted]

Dear [redacted]:

IN response to the complaint filed by [redacted], we have reviewed her file and viod the invoice for the emergency service call we ran on 01-20-14. The circumstances surrounding the invoice are as follows:

I received a voicemail via emial from [redacted] on Saturday 01-19-14, and I returned her call. She stated her outdoor unitw asn't working but she had emergency heat. I told her we could send a techf irst thing Monday (01-21-14) to check her system. I gave her my personal cell phone number in the event something happened, and she needed service before Monday. Sunday morning, 01-21-14, she called me stating the whole system was doen, adn she wanted service as soon as poodible. I told her our emergency service/weekend rates were [redacted] for the xervice call fee, and [redacted] for the hourly rate. She agreed and I sidpatched the On-Call Tech, Our tech arrived at her house at 12:15 PM. He was on site for 2 hours. He was able to restore the heat after he replaced a blown fuse inside of the unit. He advised [redacted] that he would need to retun the following day once he called the vendor to check on another part. He also advised her that the Emergency Service Call total would be [redacted] (E. Service Call Fee [redacted] + 2 hours [redacted]) she refused to pay. Her maile friend stepped into the conversation, told her not to sign the service ticket, and told our tech to leave. Our Tech called me and explained the circumstance. I called her back. She stated that she felt we shouldn't charge her because the system is brand new, and was installed the first part of 2013. I told her that we had no way of confirming the date of the install until Monday morning, and she had agreed to the Emergency service Rates prior to dispatching our tech. She gave the phone to her male friend. He started accusing our company of trying to rip her off for the service invoice. I tried to explain to him of our agreement prior to sending out our tech, and he refused to listen.

We are very sorry that this resulting in such a negative ending. We would have refunded ehr even if she had paid once we were able to review her file, and confirm the date of install. I personal feel we could have handled this differently had her Male friend not interceded emotinally.