RESULTS - Informational Report

On August 14th I was scheduled to be at Mr***'s home at 9:AMMy 7:AM call had run late so I called Mr [redacted] at 9:AM to let him know I was running late and would be there closer to 9:AMWe do inform our customers that our appointment times are more of a window because some calls take longer than others, and we will call when going or to let them know if we are running lateWe use Apple maps for our GPSI was in a rush, clicked the link and proceeded to the routeUnfortunately, I ended up in south Austin at the wrong addressI called Mr [redacted] to confirm his address and apologized for the mix upI also offered to reschedule the appointment if it was no longer convenient for himAt 10:AM I arrived and once again apologized for my tardiness Mr [redacted] had scheduled a system check up with my companyHe has systems at his residence that are identical outsideI turned the upstair and downstairs thermostats off and on to figure out which system controlled each zone and labeled them after thatI then star [redacted] working on the outdoor unitsThe upstairs condensing unit had a bad capacitor and was low on refrigerantI informed Mr [redacted] before any repairs were made that we charged $parts and labor for the capacitor and $per pound for refrigerantHe agreed to these prices and I performed the repairsWe have a policy when we add refrigerant to perform a leak test at no chargeIf the system is low on charge that generally means there is a leakIt can sometimes take up to an hour to locate the leak, but it is the right thing to doI loca [redacted] a leak in the indoor coilMr [redacted] was informed the coil had a leak and it would have to be replacedThe pounds of refrigerant was not a permanent fix and the money spent on the refrigerant would be refunded towards replacing the coil if it was done within days of the original invoiceThe invoice total was $Mr [redacted] offered to pay cash so I gave him $off because I wouldn't have to pay a credit card processing feeThe system was cooling again when I leftMr [redacted] could have shopped around for a better price on the coil replacement or got a second opinion if he questioned my diagnosis On September 24th 10:PM we received this email: Message: My AC got serviced from you on 08/13/Paid $to get a $capacitor replaced, $for refrigerant, and $for labor that was late and was [redacted] an hour of my timeThe fix las [redacted] only a monthThe upstairs system stopped cooling againI need the system fixed without further charges or a refund of $so I can get it fixed by someone elseThanks I called Mr [redacted] at 8:AM the next morning to schedule coming over that dayHe did not return our call during business hours and instead called me back on my cell phone at 7:PM that evening I explained to him that I would come back out at no charge, but that I could not schedule him because I was not in the office and my office manager was the person who handles our schedulingMy office manager called him the following business day at 12:PM as he reques [redacted] and he was put on the schedule for the next dayI arrived on time for our appointmentThe system would run for a short time, and then turn offI checked the refrigerant charge and found it was low againThe system has a low pressure cut off switch, and it was tripping because of the low chargeI showed Mr [redacted] the pressures and explained the problem was the same one as diagnosed on our previous visitAt this time he told me my prices were too high and he wan [redacted] his money back for the original callThere was no charge for this visitThe capacitor that I installed was working fine and it carries a year warranty but that was not the problemThe system had leaked it's refrigerant which I had told him it would do, since the indoor coil was leakingSometimes a recharge can last a year and others only last a few daysHis system continued to cool for over a month after my first service callI did not feel that he was entitled to a refund just because he did not like the diagnosis, and I had also informed him the work performed was not a permanent fixI perform quality work and stand by my word but it is impossible to fix HVAC units for free and stay in businessI have attached both invoices with a full description of all work performed [redacted] Green Air Conditioning and Heating y here

Complaint: [redacted] I am rejecting this response because:The response merely [redacted] what I've written in my original complaint and does not include any effort to negotiate a resolutionI'm not asking Mr [redacted] to fix my HVAC for freeI'm merely asking him to do what's right and fairI will pay the fair price rate minus the cost of wasting my time by not willing to negotiate a fair resolutionI'm only asking for a refund of $200, not a full refund Regards, [redacted] ***

On August 14th I was scheduled to be at Mr. [redacted]'s home at 9:00 AM. My 7:00 AM call had run late so I called Mr. [redacted] at 9:00 AM to let him know I was running late and would be there closer to 9:30 AM. We do inform our customers that our appointment times are more of a window because some calls take...

longer than others, and we will call when going or to let them know if we are running late. We use Apple maps for our GPS. I was in a rush, clicked the link and proceeded to the route. Unfortunately, I ended up in south Austin at the wrong address. I called Mr. [redacted] to confirm his address and apologized for the mix up. I also offered to reschedule the appointment if it was no longer convenient for him. At 10:15 AM I arrived and once again apologized for my tardiness.

Mr. [redacted] had scheduled a system check up with my company. He has 2 systems at his residence that are identical outside. I turned the upstair and downstairs thermostats off and on to figure out which system controlled each zone and labeled them after that. I then star[redacted] working on the outdoor units. The upstairs condensing unit had a bad capacitor and was low on refrigerant. I informed Mr. [redacted] before any repairs were made that we charged $150.00 parts and labor for the capacitor and $50.00 per pound for refrigerant. He agreed to these prices and I performed the repairs. We have a policy when we add refrigerant to perform a leak test at no charge. If the system is low on charge that generally means there is a leak. It can sometimes take up to an hour to locate the leak, but it is the right thing to do. I loca[redacted] a leak in the indoor coil. Mr. [redacted] was informed the coil had a leak and it would have to be replaced. The 2 pounds of refrigerant was not a permanent fix and the money spent on the refrigerant would be refunded towards replacing the coil if it was done within 30 days of the original invoice. The invoice total was $315.00. Mr. [redacted] offered to pay cash so I gave him $15.00 off because I wouldn't have to pay a credit card processing fee. The system was cooling again when I left. Mr. [redacted] could have shopped around for a better price on the coil replacement or got a second opinion if he questioned my diagnosis.
On September 24th 10:12 PM we received this email:
Message: My AC got serviced from you on 08/13/2015. Paid $150 to get a $15 capacitor replaced, $100 for refrigerant, and $65 for labor that was late and was[redacted] an hour of my time. The fix las[redacted] only a month. The upstairs system stopped cooling again. I need the system fixed without further charges or a refund of $280 so I can get it fixed by someone else. Thanks.
I called Mr. [redacted] at 8:00 AM the next morning to schedule coming over that day. He did not return our call during business hours and instead called me back on my cell phone at 7:30 PM that evening I explained to him that I would come back out at no charge, but that I could not schedule him because I was not in the office and my office manager was the person who handles our scheduling. My office manager called him the following business day at 12:00 PM as he reques[redacted] and he was put on the schedule for the next day. I arrived on time for our appointment. The system would run for a short time, and then turn off. I checked the refrigerant charge and found it was low again. The system has a low pressure cut off switch, and it was tripping because of the low charge. I showed Mr. [redacted] the pressures and explained the problem was the same one as diagnosed on our previous visit. At this time he told me my prices were too high and he wan[redacted] his money back for the original call. There was no charge for this visit. The capacitor that I installed was working fine and it carries a 1 year warranty but that was not the problem. The system had leaked it's refrigerant which I had told him it would do, since the indoor coil was leaking. Sometimes a recharge can last a year and others only last a few days. His system continued to cool for over a month after my first service call. I did not feel that he was entitled to a refund just because he did not like the diagnosis, and I had also informed him the work performed was not a permanent fix. I perform quality work and stand by my word but it is impossible to fix HVAC units for free and stay in business. I have attached both invoices with a full description of all work performed.
[redacted] Green Air Conditioning and Heating
y here...

Complaint: [redacted]
I am rejecting this response because:The response merely [redacted] what I've written in my original complaint and does not include any effort to negotiate a resolution. I'm not asking Mr. [redacted] to fix my HVAC for free. I'm merely asking him to do what's right and fair. I will pay the fair price rate minus the cost of wasting my time by not willing to negotiate a fair resolution. I'm only asking for a refund of $200, not a full refund.
Regards,
[redacted]