Royal Plumbing & Heating

To Whom It May Concern: This letter is in response to a complaint issued by one *** ***First, I would like to say I understand that the customer would like a full refund for work performed at his homeSecondly, I would like to explain that before a refrigeration system can work, it
requires a certain amount of refrigerant in order to run properlyThe service tech went out and performed troubleshooting on the outside unit where she discovered that the unit was low on R-refrigerantAt this time, she filled the unit with nitrogen to find the leak, and then showed this leak to the homeownerThe service tech gave homeowner an estimate to fix the refrigerant leak, he agreed to the price and signed for us to do the workI have been doing HVAC work for years, and what Mr*** is not seeing is that before a system can work properly it needs to have the right amount of refrigerant and should have no leaksThere are steps that we follow when troubleshooting a refrigeration system, and before we were able to move forward, it was necessary to fix the leak of R-The charge of $was a legitimate charge to start the process of diagnosing the main issue with the systemWe also went out several other times to check the unit and do other work that Mr*** was not charged forThe homeowner was very rude and vulgar with me, so at that time I let Mr*** know that I would not do any more work in the home because of the way he was behavingMrs*** was home and witness to how her husband was acting, all of which made me very uncomfortable at the time. Thank you, Julian C***

Complaint: [redacted]
I am rejecting this response because: they are liars. I was never rude or vulgar to Julian. I also was never shown the leak in the AC unit by Valerie. She also stated that half would be paid upfront and then other half billed. Another lie when 2nd half was charged a few days later. They knew they didn't fix the problem yet wanted all of the money right away! Both of them came out and after they supposedly fixed the leak they still could not get it working. If fixing a supposed leak was all it needed to properly diagnose then why were they not able to find the bad relay that [redacted] was able to find right away? Julian was trying to sell my wife on getting a whole new unit that was to cost $8500 in order to make it "right". Now why would we spend that kind of money when all it needed was a $30 part and an hour and a half of labor. He also said no one needed to be home when he installed new unit. Yeah like that was going to happen! I wouldn't trust them to come out and fix any type of issues I have much less do it when no one is home!!
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason if he complaint will be closed Administratively Resolved]