Self Heating & Cooling, Inc.

Three years ago I decided to replace my heating and air conditioning units. Our home was 15 years old and while everything was working fine, I had a sense that these units were on borrowed time and it wouldn't be too long until we had a failure that could result in an expensive repair bill. I didn't want to be under the gun in the dead of winter with a cranky furnace or in the heat of a sweltering summer day with an inoperative a/c unit. So without the pressure to get something fixed or replaced immediately, I made my purchase from Self Heating and Cooling. They did a fantastic job on the install. They could not have been more professional and competent. But I am not writing to tell you how good they were three years ago. I'm writing to tell you how exceptional they are as a company after the sale. Apparently, something did go wrong during the installation. it was a workmanship issue that resulted in a component failure three years after the sale. Two very good things came out of this. First, the technician who was on the install team came to troubleshoot the problem. He trace the problem back to the installation. Second, Self H/C made no attempt to distance themselves from the problem.They owned it, fixed it and apologized for any inconvenience. You don't become a great company by just doing what the customer pays you to do. In my view greatness comes from how you handle failures and no employee, no matter how good, is beyond making mistakes. It's about how you as a company choose to handle your mistakes. In this case, I can say Self H/C has rightfully earned my respect and loyalty. Therefore, without reservation, I recommend their services.

Three years ago I decided to replace my heating and air conditioning units. Our home was 15 years old and while everything was working fine, I had a sense that these units were on borrowed time and it wouldn't be too long until we had a failure that could result in an expensive repair bill. I didn't want to be under the gun in the dead of winter with a cranky furnace or in the heat of a sweltering summer day with an inoperative a/c unit. So without the pressure to get something fixed or replaced immediately, I made my purchase from Self Heating and Cooling. They did a fantastic job on the install. They could not have been more professional and competent. But I am not writing to tell you how good they were three years ago. I'm writing to tell you how exceptional they are as a company after the sale. Apparently, something did go wrong during the installation. it was a workmanship issue that resulted in a component failure three years after the sale. Two very good things came out of this. First, the technician who was on the install team came to troubleshoot the problem. He trace the problem back to the installation. Second, Self H/C made no attempt to distance themselves from the problem.They owned it, fixed it and apologized for any inconvenience. You don't become a great company by just doing what the customer pays you to do. In my view greatness comes from how you handle failures and no employee, no matter how good, is beyond making mistakes. It's about how you as a company choose to handle your mistakes. In this case, I can say Self H/C has rightfully earned my respect and loyalty. Therefore, without reservation, I recommend their services.

Review: On 9/13/13 I sent the following letter for work performed on my house on 8/21/13:

Mr. [redacted] Self

President / Owner

Self Heating & Cooling

Date 9/13/13

RE: WO# [redacted], ACCT# [redacted]

Dear Mr. Self,

I am writing you this letter concerning the work performed by your technician on my air conditioning on 8/21/13. I became familiar with your company after I met some of your technicians earlier in the month when they were working on a neighbor’s air conditioning. Because they seemed knowledgeable and friendly I took their card in case I would need service in the future. Also, I live in a close-knit town home community and my neighbors and I refer good contractors to each other. Several weeks later on a day when my air conditioning was not cooling my house (and was blowing warm air), I called your company based on my experience with your technicians, and the referral from my neighbor. Your technician ([redacted]) arrived and evaluated my system, saying that it needed to be recharged, which he did with 2 units of refrigerant (R-22). He also told me that I should be considering replacing my system soon. The very next day, my air conditioning had the same problem, i.e.. it was not cooling the house and seemed to be blowing warm air. I called your office and was told that my refrigerant had leaked out again and that I needed a new system. I asked about the invoice that I had just paid ($463) and was told that I would be given some type of discount on a new system. I requested someone to come and give me a quote as soon as possible because it was hot out (it was hot for the next week).

At present, I have never received a call about getting a new system, or any other help from your company. I’m sure you can see why this leaves me feeling very frustrated and used, surprised that I would be treated like this. I am also wondering why your technician proceeded to charge my system if it was in such bad shape to begin with? He seemed to know this because he told me I needed a new system soon. I would have been happy to entertain a proposal on a new system.

At this point I believe that it would be fair to give me some type of refund. I feel that my a/c system was misdiagnosed, leading to the total waste of refrigerant. Thank you for your prompt attention to this matter.

Sincerely yours,

my name

On 9/16/13, I got a got from the sales manager [redacted] (on behalf off Mr. Self) inquiring about the letter. I rehashed the contents of the letter and he made some excuses about not getting back to me. I also told him that my neighbor (who had been using Self) and I had to call other contractors because of a lack of response from Self. I asked ** what they were going to do and he said that he wasn't sure. I told him to get back to me when they were decided.

On 9/20/13, I got another call from the sales manager ([redacted]) telling me that the sales manager was going to call me the week of 9/30 regarding this issue. I was confused as to why it would take their service manager so long to get back to me, and why the service manager had to get back to me. It is now the end of the week of 9/30, and no phone call. It seems like they are giving me the run around at this point so I thought to file this complaint with the Revdex.comDesired Settlement: I threw away $463 calling Self to come service my ac and I would like them to refund what they charged me to fill my ac with refrigerant plus the extra charge for "attaching the gauges": $394

Business

Response:

TO: The Better Bureau

From: Self Heating & Cooling Inc.

Re: Complaint ID [redacted]

Date: 11/08/13

I spoke w [redacted] on 10/29/13 about his service complaint. We tried adding refrigerant to his air conditioning system since it was low on refrigerant and very hot out. at the time. If It was out of refrigerant or "flat" it would have required more than two units and we would not have added any:

Per my conversation with [redacted]. I agreed to refund one half of the $431. Service bill. He agreed with that and should be receiving his refund check soon.

Please feel free to contact me if you have any questions

Service Manager

Self Heating & Cooling Inc.

219 Keith Valley Road ,

Horsham, PA 19044

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