Platinum A/C & Heating Refrigeration

On May 6, we received a call from [redacted] at [redacted] We were instructed to evaluate (not to repair) the air condition systemWe were told that an inspector had been there and told them that the unit needed to be checked due to improper air temperature split We checked the unit and found that the system was low on refrigerant and the refrigerant pressures were fluctuating too muchWe recommended that refrigerant be added and to perform a leak checkThe charge for the call was $ We were called back on a later date and we were ask to perform a more extensive checkAt that time we determine that not only was the unit low on refrigerant but that something was wrong with the expansion valveWe also recommended that we perform a tune up on the condenser unit being that the unit had not been service On both trips to the house we checked the air flow to the down stairs and up-stairs area and found that we had an adequate amount of air coming out of the vents but the temperatures were not as cold as they should have beenWe did not have the proper temperature deferential between the supply air and return air, the temperature coming off the vents was degreesThe deferential was around degrees and it should have been to degrees, the correct temperature coming right off the vent should have been to degreesWe made our recommendations and did not charge the customer a service call On June 2, we received a call to proceed with the repairsWe were told that the [redacted] family like the fact that we did not charge a service call the second time we showed up and that they wanted us to do the workWe found the leak on the shader valve and replaced the partWe also replaced the run capacitor, the contactor, the fan capacitor, added a hard start kit and added refrigerant as per our recommendationsWe also found that the expansion valve bulb was not secured properly causing the pressures to fluctuateThe expansion valve bulb was secured and all was back to normalThe temperature coming off the vents was degrees and the temperature deferential was DegreesWe had quoted the customer $We deducted the $from the first call which left a total of $total for all three calls.I honestly don't understand what Mr [redacted] wants from usWe as any other company can not foresee the future on any electronic devises or air condition partsWe had no call backs from the [redacted] family for a monthAs far as we knew all was working properlyThe fact that something else broke a month later is out off our control and we shouldn't be held accountableIf there is a problem with any of the parts we installed, we'll more then happy to honor the warranty free of charge, Sincerely, [redacted]

On May 6, we received a call from [redacted] at [redacted]
"">We were instructed to evaluate (not to repair) the air condition systemWe were told that an inspector had been there and told them that the unit needed to be checked due to improper air temperature split
We checked the unit and found that the system was low on refrigerant and the refrigerant pressures were fluctuating too muchWe recommended that refrigerant be added and to perform a leak checkThe charge for the call was $
We were called back on a later date and we were ask to perform a more extensive checkAt that time we determine that not only was the unit low on refrigerant but that something was wrong with the expansion valveWe also recommended that we perform a tune up on the condenser unit being that the unit had not been service
On both trips to the house we checked the air flow to the down stairs and up-stairs area and found that we had an adequate amount of air coming out of the vents but the temperatures were not as cold as they should have beenWe did not have the proper temperature deferential between the supply air and return air, the temperature coming off the vents was degreesThe deferential was around degrees and it should have been to degrees, the correct temperature coming right off the vent should have been to degreesWe made our recommendations and did not charge the customer a service call
On June 2, we received a call to proceed with the repairsWe were told that the [redacted] family like the fact that we did not charge a service call the second time we showed up and that they wanted us to do the workWe found the leak on the shader valve and replaced the partWe also replaced the run capacitor, the contactor, the fan capacitor, added a hard start kit and added refrigerant as per our recommendationsWe also found that the expansion valve bulb was not secured properly causing the pressures to fluctuateThe expansion valve bulb was secured and all was back to normalThe temperature coming off the vents was degrees and the temperature deferential was DegreesWe had quoted the customer $We deducted the $from the first call which left a total of $total for all three calls.I honestly don't understand what Mr[redacted] wants from usWe as any other company can not foresee the future on any electronic devises or air
condition partsWe had no call backs from the [redacted] family for a monthAs far as we knew all was working properlyThe fact that something else broke a month later is out off our control and we shouldn't be held accountableIf there is a problem with any of the parts we installed, we'll more then happy to honor the warranty free of charge,
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
First of all, Plantinum A/C never received a call from me, as my realtor was the one who made contact with this company.  We decided to use this company because they were recommended by our realtor, and as such, he was the one making contact.  Secondly, you can clearly see by the document titled invoice 2, that Plantinum A/C never diagnosed a leak, nor did they fix one.  Plantinum A/C never recommended a "tune up" and in fact had stated that the unit looked good.  Direct quote was " unit looks better than it's age".  We did not call them back for a more extensive look, we were told during the initial visit that it was low on refrigerant and that at the time they could not find a leak.  It was at this time that they said they had to come back to run pressurized nitrogen to find leak.  This is indicated on invoice 1.  I also find it odd, that the txv sensor bulb they say was not secured properly is also directly related to the txv valve that was discovered to be broken by the other A/C company as indicated in document 3.  You will also notice in document 3 that five pounds of refrigerant needed to be added to our unit.  So, either Plantinum never added the refrigerant or clearly they are being dishonest about fixing a leak.  Regarding their statment about no call backs for a month, we were on vacation for 12 days and did not officially move into the house for another week after returning from vacation.  We contacted Plantinum A/C within 3 days after moving into the house.  This can all be vouched for by our realtor.  So, I will sum up the chain of events:
!.  Platnium A/C was called out to diagnose issue with A/C prior to us purchasing the home.  At that time they indicated the unit was low on refrigerant and that there must be a small leak.  They needed to return to find the leak.
2. Platinum A/C came out to find leak accompanied by our realtor.  We were not present.  We were told it would be $585 to fix the leak minus our initial service call fee.  We agreed to this dollar amount to fix the leak.
3. Platinum A/C came out to fix the leak.  This is the day they spent 45 min and apparently did not fix a leak but instead performed a "tune up" which was never mentioned.
4. I called Platnium A/C to discuss the fact that the A/C was still not working properly and they came out again.  It was at this time that they said there were issues with the upstairs damper and that it would cost us $700-$800.  It was also at this time that they stated they must have missed this diagnoses during their previous visits.
 
So again, it is clear that Platnium A/C misdiagnosed our A/C issues, charged us to fix a leak that was never fixed, and performed a "tune up" that was never discussed or approved.  You can see based on document 3 that the other A/C company was able to diagnose all issues within 1 visit.
It should also be noted that when the other A/C company comes back out to finish repairs on our A/C, I am going to have them verify that the parts that Platinum A/C claims to have replaced, were actually replaced.
 
Othe company was covered on invoice to keep their identity confidential.  In addition, credit card information was covered on invoice 2 for obvious privacy issues.
Regards,
[redacted]