R & R Heating & Cooling, Inc.

Initial Business Response /* (1000, 6, 2015/08/20) */
R and R Heating & Cooling, Inc. has been in the HVAC business for 22 years and as a company we strive to be fair and intelligent on all calls. Our employees do not work for commission on parts nor Freon. In regards to this particular case this...

particular unit is shipped with 6.5 LBS of Freon as the other company noted as well however, to do a full charge the line set also plays a factor in how much Freon is required. This is noted in the attachment we have supplied showing anything over 25ft of line set you would calculate it by .6 ounces. For this home the line set is 50ft so which once calculated we needed an additional 1.5 LBS to set full charge. On this particular day we were called to do a clean as well as a check on the unit and our tech found the unit very low on Freon. As a normal routine when looking for a leak we change the stem core valves and we did not find as to why the Freon level was so low. Due to this unit being an 11 year old R-22 unit the loss of Freon may be a possible slow leak @ the coil. We did remind our tech of our policy to ask the customers before repairs are done. We did follow up with the customer as she stated she was interested in a new unit so we did supply her with 3 options in which we also included to credit her for the service call in question toward a new unit. We value her business and we appreciate the feedback and we will issue a refund of $816.75 to her for the service call in question. Due to the other company coming out to find out what we already knew we will not be submitting a refund for this.
Initial Consumer Rebuttal /* (3000, 8, 2015/08/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I will reply YES when I receive the check for $816.75. Thank you.
Final Business Response /* (4000, 13, 2015/10/02) */
We followed up with the customer on 10/2/15 @ 4:30pm to make sure she did receive our check #XXXXX in the amount of $816.75.
Final Consumer Response /* (2000, 15, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I received a full refund for their outrageous bill for services not performed. My whole a/c system did not hold 8.5 lbs of freon (label said 6.5 lbs) and yet this is what they charged me for. I had run the a/c the night before their "service" and it had cooled normally. This whole bill was fake! Beware.

Initial Business Response /* (1000, 5, 2015/09/09) */
On 9/4/15 we did respond to the customer after they sent pictures to us 9/1/15 @ 11:04 am. We needed some more clarity as some pictures didn't show up clear enough and we were seeking customers point of view to the questions we posed on 9/4/15....

We have responded to the email the customer sent 9/4/15 @ 10:32 pm. as to letting them know we will repair.