Smiley's Royal Comfort Heating, Air Conditioning & Plumbing

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The accusations that were made in Smiley's response were false. I cannot communicate via internet because I do not have direct access to a computer. Please contact me via phone. 
Regards,
[redacted]
 &nbs

Mrs. [redacted] was advised on 11/29/13 when we replaced her furnace that her air conditioner was in failing condition and we recommended replacement.  She later had her spring cleaning on it 4/30/14 and it was running, but we advised her that due to its condition and age we weren't sure how long it...

would continue to run.  She called us out on 6/20/14 stating that her air conditioner had stopped working.  Upon inspection of her air conditioner, she was again advised that we recommended replacement.  She stated that she didn't want to replace it yet, she wanted to try to fix it.  We told her that if we could get it running,  there was no guarantee how long it would last, and that we didn't recommend fixing it.  She insisted that she just wanted us to try to fix it.  He did finally get it running and added the necessary refrigerant and she was charged $692.00. She was advised that the king valve might also need to be replaced if it failed again.  Mrs. [redacted] called back on 6/23/14 and said the air conditioner stopped working again.  She was again advised that we felt it should be replaced and not try to repair it, as the costs were adding up and their was no guarantee that any repairs would work or last.  She declined replacing it.  We sent another technician out to look at the unit to see if their was anything he could do.  He told her again that since we had repaired it and it only lasted a couple of days, that the king valve did need to be replaced but that he would not try to fix it as there were no guarantees that it would work.  She was given an estimate to replace the unit, and the estimate included credit for the repairs she had approved.  She wanted to think about it before she made a decision.  We didn't hear back from her for approximately 3 weeks, when she called the office ranting and screaming that it wasn't working and that we hadn't been back out.  She was reminded that she was supposed to let us know if she wanted to replace the unit, and if she didn't, then there was nothing we could do to help her, as we were not comfortable with doing any more repairs as we didn't feel they were a long term solution. 
Mrs. [redacted] has spoken with different people in the office and has accused them of trying to take advantage of her, and of not fixing the problem.  She was repeatedly advised that we were trying to help her, but she wasn't taking our advice, therefore there wasn't anything else we could do to help her.
Since this time, I have spoken with Mrs. [redacted] twice on the phone.  She was upset that we hadn't come back out and fixed her air conditioner for free.  I went over the history of what we had recommended her doing and reminded her that she had been told it was not in her best interest to spend any more money trying to fix it.  Our last conversation was cut short by myself as she was screaming and insisting we come and fix the air conditioner as she was hot.  I advised her to call me back when we could have a civil conversation.  She was insisting that she receive a refund for the repairs, and I advised her that she was told when we did the repairs that there was no guarantee how long it was last due to the deteriorated condition of her unit.  We had spend several hours out there trying to help her and that  I couldn't give her a refund for repairs that she personally had approved.   She had been advised of the probability that the fix wouldn't last very long because there were other things failing on the unit. 
I have received 2 letters from Mrs. [redacted], which are attached.  and we have not responded to her, nor will we be.  We have a legal obligation not to add any more refrigerant to a unit that is deemed not repairable.  All of our technicians have been advised that they are not to service Mrs. [redacted], as we have consistently tried to make her happy and she does not accept the fact that she unfortunately just needs to buy a new unit if she wants air conditioning.