Premier Smile Center

Complaint: [redacted]
I am rejecting this response because: While a portion of the response is true it has many non factual portions.  I did not receive a call back at the number I left.  I actually told them this and was told I heard him leave a message.  This is impossible as I stated to them as I don't have voicemail on my cell phone.  He called my work phone and I had explained that due to the nature of my job, I'm not always at my desk.  The company states a few days later.  The unit wasn't working the very next day and there was never a leak (I've since had it repaired...no leak whatsoever).  Why would they charge me for a second call when the unit was not operating properly less than 24 hrs later.  I was NOT given a credit for the first call, this is a lie.  I was quoted a supposedly discounted price for a compressor and full labor charge to place it.  The discounted charge for the compressor was more than the regular price at Grainger's. The unit was misdiagnosed and turned up as high as it could go and this was relayed to me by the second technician (NO CHARGE...really was I supposed to pay again?).  He told me the compressor was out.  After getting nowhere and quoted $800+ to place the compressor I called elsewhere.  The next technician came out and new for sure the compressor was bad but wondered if there were other problems.  He confirmed the unit had been turned to the HIGHEST setting to cool and could have been the reason the compressor failed.  He couldn't guarantee that another compressor would fix the problem.  He placed one as a test and it went out overnight.  He stated that due to the unit being turned to the highest level to cool he believed the thermostat was damaged. He placed a thermostat and a new compressor (3rd one....second one from him) and only charged for one compressor, thermostat and labor all for under $500.  The unit is running fine and I believe the damage was due to faulty diagnosis and work from the first technician..... no leaks as he had stated pin leaks.....thermostat was faulty and was probably the reason to begin with according to the last technician who couldn't believe I was charged and quoted this price.  Just as an FYI I called three different companies and all quoted between $650 and 800 to replace a compressor on this unit.  I ask.....where is the break coming from?  Read the reviews.  Live and learn....horrible experience.  I only asked for half of what I spend with them and should be reimbursed. 
Regards,
[redacted]

I spoke with this person on the phone concerning this invoice and the worked performed. When we showed up the reach-in refrigerator was not cooling, [redacted] diagnosed the unit to be low on refrigerant. He informed customer of the problem and the customer approved repair. We had to install access...

ports in order to service the unit as it did not have any form of access from the factory. We pressure tested the unit with nitrogen and were unable to find any leaks this units holds a small charge  around 24 ounces so [redacted] believed that evaporator coil could have some very small pin hole leaks, and he informed customer of this. We proceeded to evacuate and charged system with refrigerant, and leak checked the evaporator with an electronic leak detector still did not find any leaks, started up and box pulled down to 36 degrees. A few days later the customer called and reported the box was out again, we returned and checked the unit and found the compressor to be defective. We quoted the customer a new compressor plus labor to replace and offered to give him credit on the original service call if he decided to replace the compressor. The failure of the compressor had nothing to do with the original work performed by [redacted] the box was working and at temperature at the time of departure.      I also visited with two other team members in the service department.  The customer did call and stated he wanted to speak to a Manager about his billing.  Our service manager was not in the office at the time, but was given the message when he returned.  [redacted] did return the call to customer customer, and left a message (witnessed by two other employee).  Later that day, the customer called unhappy because he had not received  a call back, and [redacted] informed him he had indeed returned the call earlier and left a message.Customer claimed the first call was not valid because compressor failed shortly after.  My service manager told him that the compressor likely failed because it had run so long without Freon, (prior to our original call).  When we left the site, after the first call, the unit was pulled down to temperature and running properly.  There is no way that our technician could have foreseen when or if the compressor would fail.  It’s  a mechanical item.When second service call was placed, stating unit was out again, we sent technician out again, and technician diagnose that compressor had failed.   ARI did NOT invoice customer for this call.  We did provide an estimate to replace the compressor, and advised if customer purchased and replaced with compressor, we would credit the initial service call.    Customer called back and stated he had checked around and found the compressor at Grainer for a fraction of the price we quoted.  Our service manager advised him to make sure he was comparing the exact same compressor.It is my opinion that customer received a fair price for the work performed,  Additionally, he was offered credit on original call if he chose to have ARI replace the compressor.