Saunders Air Conditioning and Heating

In response to complaint made against Saunders, first let me state that we at Saunders take great pride in the service we provide our customers and stand behind our work. We worked with customer, diagnosed the problem and...

proceeded with recommended repairs only after customer approved. We believe that repairs we made were necessary in the proper working condition of the unit. In trying to work with customer to resolve the dispute we did advise her to take her business elsewhere due to her rudeness. In good faith and resolution of complaint we have credited customers account for $299.52

Revdex.com:
I have reviewed the response made by the business in reference to my concern, and find that the credit to my account satifies the complaint.  However, to characterize their repairs as necessary "in the proper working condition of the unit" when in fact they did NOT repair the unit is misleading.  They failed to fix my unit and tried to charge me more, including overtime, for the second technician to respond on the same day.  Further, they did not tell me to take my business elsewhere, I already had.   They have mistaken rudeness for a consumer who wanted to right a wrong.  I was stern because I was disgruntled and dissatisfied with being taken advantage of, not rude.

Review: In April I contacted Saunders Air Conditioning to service and clean my units due to high energy bills. They informed me that they cleaned the units but that I had a freon leak in both my units. They charged me $1,285 for the service (cleaning, adding freon,maintenance and repair) but never provided an estimate when requested, stating that they could not provide one because they did not know the location of the leaks. Two months later one of my AC units stopped working. A service technician came out and stated that the problem was a bad transformer so he replaced it and cleaned the unit because "it was really dirty" according to the technician (a service paid for and told was complete just a month and a half prior). The technician stated that the unit was fixed and left.The replacement of the transformer did not fix the problem as the unit was still not working. I contacted Saunders the same day and told them that the unit was still not working. They sent another technician out that evening who informed me that I needed a new TXV unit with a dryer and adapter and then provided me with an estimate of $1,000. I declined to have Saunders do any further work and contacted another air conditioning repair service. This service informed me that I did not need a new TXV unit. Instead, they put more freon in the unit and it is now operational.I received a bill for $300 from Saunders which included overtime charges for the second technicians visit even though the first technician was unable to resolve the problem. I do not agree with a) having to pay overtime for a visit when the first technician could not, and did not fix the problem, and b) having to pay for repairs which should have been identified and therefore avoided with the service they provided just two months prior.I feel like Saunders is "nickel and diming" me with unnecessary repairs, service calls and fraudulent billing practices saying they 1) cleaned and 2) repaired my unit when they didn't.Desired Settlement: I should not have to pay for the technicians visits to repair my unit when they serviced my unit just two months prior. They neither correctly diagnosed nor repaired my unit.

Business

Response:

In response to complaint made against Saunders, first let me state that we at Saunders take great pride in the service we provide our customers and stand behind our work. We worked with customer, diagnosed the problem and proceeded with recommended repairs only after customer approved. We believe that repairs we made were necessary in the proper working condition of the unit. In trying to work with customer to resolve the dispute we did advise her to take her business elsewhere due to her rudeness. In good faith and resolution of complaint we have credited customers account for $299.52

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that the credit to my account satifies the complaint. However, to characterize their repairs as necessary "in the proper working condition of the unit" when in fact they did NOT repair the unit is misleading. They failed to fix my unit and tried to charge me more, including overtime, for the second technician to respond on the same day. Further, they did not tell me to take my business elsewhere, I already had. They have mistaken rudeness for a consumer who wanted to right a wrong. I was stern because I was disgruntled and dissatisfied with being taken advantage of, not rude.