Professional Heating & Cooling

CID #***Regarding the two used tires that our customer bought few weeks ago she did call and I answer the calI I told her that I could give her another tire for $and we always told all customers that there's no guarantee in used tires and I let them know that the tires are
not for the freeways

In response to the complaint from Ms***, She called on a Sunday over the holiday weekend which is considered emergency service (she was not charged the overtime rate for this service call) upon arrival to herresidence our service technician found the condensing unit was not
working properly, the condenser fan motor was locked up causing the unit to not cool the home, in addition to the fan motor not working her unit was 2lbs low on refrigerant that she was not charged forYou cannot diagnose any unforeseen issues if the unit is not runningMs*** and her significant other were informed of the issue of the fan motor not working and the unit being low on chargeThey did not have the money for the repair $321.00, they persistently tried to negotiate a discount for the repair down to $and refused to pay the tax on the invoice,and as a result the tech agreed and discounted the invoice to $at Ms. ***’s requestWhen the tech left the condenser was cooling the houseMs*** called again, stating the house was not cooling. The tech returned, checked the condensing unit, electrical connections, motor and refrigerant levelsAll seem to be in proper working order, he did not findan issue at that timeHe mentioned to her that compressor could be over heating, if this was the case she may have to replace her unit and gave a ballpark figure for a replacement unit Ms*** again called approximately 10 minutes after the tech left her residence and stated her condensing unit was not running at that timeThe tech returned to her home, the outside unit was running, the house was cooling and no issues were foundMs*** called again, her significant other called as well making violent threats, using absurd language to the service technician “I have you phone number and I will find out where you live”She apparentlycalled another tech out that stated to her the condensing coils were clogged and that was also causing her an issueWe spoke to that company as wellWe offered a resolution to Ms***, we could pick up our parts and return her the money she paid for the fan replacement if she wanted to have the other company perform the repair we had already doneThat was not sufficient for her or her significant other and the threats continuedAt that time we did continue to speak with Ms*** or her significant other due to escalated threats over the phoneWe are not in business to “rip” anyone, we offered her resolutions to her complaint, and there was nothing we could do to satisfy her

I disagree with MrP***’s statement, he did not disclose the whole story, first of all my house never cooled down I was planning a holiday cookout which I had to move to my sister’s house because the temperature in my house was degrees this is after he called himself fixing the air conditioner, he did come back out times on the 2nd and 3rd trip he starting telling me that the compressor was going out and that’s why it wasn’t cooling down he told me he could get me another unit for about $1200-$he said he gave me coolant free of charge…but my question to him was why would you put coolant in a unit that you suspect is going out, that would be a waste of coolant.Yes I did called someone else out to look at the unit and they found upon looking at the unit that the blade on the fan was placed upside down and my coils around the unit was completely clogged, MrP*** claims he did not notice that the coils were clogged and when I asked him about the blade being on upside down, he stated…well it happens sometimes things happenMrP*** refused to take responsibility for any of the inconvenience I suffered due to his incompetency he told me that he didn’t charge me enough for what he did and that he should have charged me over $for the work I told MrP*** if he had charged me and I still had no air we would not even be talking about the situation we would just be in court.MrP*** did not tell you that he made the first threat to my friend, he told him that he would come back out and take the fan and the coolant then he would give me my money back, which is what started the argument between him and my friend I was not on the phone nor was my friend at my house so I don’t know all that was said between him and MrP***, but I do know the other repair person spoke with MrP*** and told him he was not trying to discredit him, he was just letting him know what he found to be wrong with the unit. MrP*** refused to even apologize for putting the blade on upside down and kept stating that well that happens sometimesI feel like MrP*** was very unprofessional in his handling of this situation, I understand he feels like he gave me free coolant and came out on a Sunday before the holiday so he thinks he did me a great favor, what MrP*** doesn’t understand is whether he gave me a discount or not if I didn’t get the service I paid him ($300.00) for than the fact that you say it was a discount doesn’t make a difference I still paid for a service I did not receive I still had to suffer through more days of smoldering heat and still had to pay another $for a job I had just paid him $for TOTALING (425.00) and he still refused to even apologize which is all I asked for in the conversation because he made it clear he was not going to give me back any of my money, I’m sure if MrP*** paid someone any amount of money to perform a service for him and didn’t get that service, he would be upset himself as well, I fill like if he’s been in the business as long as he says he has he should have seen the coils were clogged all around the unit and he should have noticed after returning 3x times that something wasn’t right with the fan I even asked him if the fan could be the problem he stated no.After speaking with the other repair person and him saying there was nothing wrong with the compressor MrP*** also told me oh yeah the compressor tested fine when I was there also…but he told me on his 2nd and 3rd time out the he thought the compressor was going outI think MrP*** was distracted from whatever else he had to do that day and was in a hurry therefore he overlooked a few things he should have caught that would have easily fixed this problem, because of that I was inconvenienced for an additional days and lost $for a problem that should have cost a lot less and MrP***y still feels like he was rightMrP*** needs to realize in the future the way you handle a situation will determine the relationship that comes out of that situation be it good or bad, it’s all in how you choose to treat your customers he’s in the business to keep and acquire more customers not lose them I should hope, this experience I had with Professional Heating and cooling (MrP***) left me no desire to ever use his company again, I hope others don’t experience the same customer service I did. I will NEVER use his company again nor will I EVER recommend his company to anyone. VERY DISSPLEASED CUSTOMER