Reidsville Heating & Air Conditioning

Initial Business Response /* (1000, 13, 2016/09/09) */
On July 20th, Reidsville Heating & Air dispatched a service tech to the customer's addressAfter the diagnostic was performed, the tech determined the system was low on refrigerantUpon adding R-refrigerant, the tech knew, based upon
years of experience in the HVAC field, the system had leaksA leak search was not needed and would have only added more expense to the bill ($57.00)The technician was actually trying to save the customer money for a service that, due to the age and condition of the system, was not required
Approximately a week later, the customer called RHAC again, not to complain about the previous service call, but to request an estimate for system replacementIt was explained to the customer, due to the extreme heat, that RHAC was facing a backlog of requests for estimates and would provide one as soon as possibleThe customer choose not to wait for RHAC and had the system replaced by another HVAC company
In closing, it is the position of Reidsville Heating & Air the services rendered to the customer were justifiedThey were intended for a temporary fix and not as a solution to the problemAs HVAC systems age, refrigerant leaks are commonThe rate of how fast the refrigerant will leak from a system is almost impossible to predictThe adding of refrigerant was to, as with many customers this summer, provide immediate relief from the extreme heat
Initial Consumer Rebuttal /* (3000, 15, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted Reidsville Heating and Air expecting high quality, reputable service, and did not receive itThe statement regarding the leak inspection and cost, was never brought to my attentionWhen I asked about the leaks in the system, as indicated before nothing was doneThis from my perspective was poor service and clear lack of communication on the technician's partThe technician that performed the service, knew that he should have not put Freon in my system, that could possibly leak out a few days laterThis is truly a fraudulent practice, especially considering the price of the FreonI was clearly told that the system would cool at least until the end of the yearIt is my expectation that a full refund is made for the services not renderedAs a point of reference, I have spoken with other HVAC professionals, who clearly indicated that the technician was negligent in filling my old system with Freon, without checking the source of the leakThis is clearly wrong and should be addressed, so that no other individuals are victimized like meI expect a refund of my money and nothing less
Final Business Response /* (4000, 19, 2016/09/22) */
We'll have it in the mail by tomorrow
Thanks,
RHAC
On Thursday, September 22, 10:AM, Lechelle Yates wrote:
Hi there -
Thanks for your time and your responseWhen do you think you'll send out the check? L
From: heating reidsville (mailto:***@att.net)
Sent: Thursday, September 22, 10:AM
To: ***
Subject: Re: Case# *** ***
Lechelle,
Finally had a chance to speak to the service tech again, as well as the ownerAlthough we don't feel that everything in the complaint is completely accurate, we do believe in trying to maintain a reputable businessThat said, the owner of RHAC has agreed to refund the amount of the refrigerant ($261.00)
Thank you for your patience with this unfortunate matter and please let us know how to proceed
Reidsville Heating & Air Cond
Final Consumer Response /* (2000, 21, 2016/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 13, 2016/09/09) */
On July 20th, Reidsville Heating & Air dispatched a service tech to the customer's address. After the diagnostic was performed, the tech determined the system was low on refrigerant. Upon adding R-22 refrigerant, the tech knew, based...

upon 30 years of experience in the HVAC field, the system had leaks. A leak search was not needed and would have only added more expense to the bill ($57.00). The technician was actually trying to save the customer money for a service that, due to the age and condition of the system, was not required.
Approximately a week later, the customer called RHAC again, not to complain about the previous service call, but to request an estimate for system replacement. It was explained to the customer, due to the extreme heat, that RHAC was facing a backlog of requests for estimates and would provide one as soon as possible. The customer choose not to wait for RHAC and had the system replaced by another HVAC company.
In closing, it is the position of Reidsville Heating & Air the services rendered to the customer were justified. They were intended for a temporary fix and not as a solution to the problem. As HVAC systems age, refrigerant leaks are common. The rate of how fast the refrigerant will leak from a system is almost impossible to predict. The adding of refrigerant was to, as with many customers this summer, provide immediate relief from the extreme heat.
Initial Consumer Rebuttal /* (3000, 15, 2016/09/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted Reidsville Heating and Air expecting high quality, reputable service, and did not receive it. The statement regarding the leak inspection and cost, was never brought to my attention. When I asked about the leaks in the system, as indicated before nothing was done. This from my perspective was poor service and clear lack of communication on the technician's part. The technician that performed the service, knew that he should have not put Freon in my system, that could possibly leak out a few days later. This is truly a fraudulent practice, especially considering the price of the Freon. I was clearly told that the system would cool at least until the end of the year. It is my expectation that a full refund is made for the services not rendered. As a point of reference, I have spoken with other HVAC professionals, who clearly indicated that the technician was negligent in filling my old system with Freon, without checking the source of the leak. This is clearly wrong and should be addressed, so that no other individuals are victimized like me. I expect a refund of my money and nothing less.
Final Business Response /* (4000, 19, 2016/09/22) */
We'll have it in the mail by tomorrow.
Thanks,
RHAC
On Thursday, September 22, 2016 10:41 AM, Lechelle Yates wrote:
Hi there -
Thanks for your time and your response. When do you think you'll send out the check? L
From: heating reidsville (mailto:[redacted]@att.net)
Sent: Thursday, September 22, 2016 10:02 AM
To: [redacted]
Subject: Re: Case# [redacted]
Lechelle,
Finally had a chance to speak to the service tech again, as well as the owner. Although we don't feel that everything in the complaint is completely accurate, we do believe in trying to maintain a reputable business. That said, the owner of RHAC has agreed to refund the amount of the refrigerant ($261.00).
Thank you for your patience with this unfortunate matter and please let us know how to proceed.
Reidsville Heating & Air Cond.
Final Consumer Response /* (2000, 21, 2016/09/23) */
(The consumer indicated he/she ACCEPTED the response from the business.)