Pomin's Tahoe Hot Tubs

I am sorry for the inconvenience for Mr. [redacted] and we would certainly like the opportunity to meet his expectations regarding his service through American Home Shield. It is true we serviced Mr. [redacted] on 12/14/2015 and added 3 pounds of R-22 to his system without a leak search. The $150 he paid for refrigerant was because AHS only covers $10 per pound and they require us to collect the additional charge for the refrigerant from the home owner. This was at reasonable rate and for a physical product that he received. With no prior history of service it is customary at times to add refrigerant without a leak search without knowing the size or severity of the leak. If there was an issue regarding the technician or the lack of leak search it would have been best to address the issue with me at time of service so I could have investigated 1) the actions (or lack of) from the service technician on site and 2) Proceeding for authorization for a leak search. Instead 4 months later we receive a fowl review on our Google page without a chance to rectify the situation. At the same time the review was made we received a work order from American Home Shield and attempted to schedule to make the repair the same day. With the previous history we certainly would get authorization for a leak search and repair/replacement of his system. When our dispatcher called to schedule for service, his response was he did not want us out and he wasn’t going to have or company step foot on his property. Had the customer explained his dissatisfaction with the previous service and given the opportunity for us to make it right to ensure his satisfaction an apology and resolve to solve his issues would be in order. Mr. [redacted] negative comments leaving no room for discussion or opportunity to address his concerns does not put our dispatcher in the wrong or rude for saying “ok” and getting the call transferred to another company. I don’t think it right to refund a customer for a product that he received and is only now complaining about it because he is having a problem 4 months later after service. To show my willingness to accommodate Mr. [redacted] I will agree to refund the $150 if he will agree to remove the negative review on Google that we were not given the opportunity to rectify.