Complaint: [redacted] I am rejecting this response because: I am not satisfied with this response, and am surprised Sterling would even give such a response In order to have the Sterling person come out on June to replace the defective coil they had sold me, they insisted I be prepared to pay $(which I did under protest and noting that I did not accept what they were saying) When I asked Rose M on June to specify what the charges were for, this is what she sent me: From: " [redacted] < [redacted] > Subject: Breakdown of leak detection and coil installation Date: June 9, at 10:30:AM EDT To: < [redacted] > [redacted] , 5/02/– Filled system with NitrogenNo leak detectedInstalled Lbs of R410A refrigerant and dye5/09/– Checked for leak could not detect any leaks in the system, added Lbsof R410A refrigerant 5/27/– Checked for leak, found dye in the evaporator drain pan Ordered replacement evaporator coil manufacturer replace under their warranty charge for dye is $plus tax - $charge for refrigerant is $for 1st Lband $for each additional pound16lbs of refrigerant used totaling $plus tax – $ Install evaporator coil and charge system requires lbsof 410A refrigerant $for 1st Lband $for each additional pound $plus tax – $Labor cost, refrigerant tubing connections and PVC drain connections and evacuate system$ $ $ $ $$ - 10% $ [redacted] Sterling Heating & Air Conditioning, Inc [redacted] Voice [redacted] Fax I have no way to know how much refrigerant they used on the first visits, but I no longer trust themThis time, on June 9, I had the installer specify how much refrigerant he used What did he write on the form? pounds! Yet Sterling is charging me $for pounds So even before they knew how much refrigerant was needed they insisted I agree to pay for pounds more than I needed Besides, now that I had my faith in this company shaken I decided to check online how much this refrigerant actually costs If they cannot find it anywhere for a decent price, I can get it for them at $a pound, from [redacted] (lb cylinder for $130) I can understand that Sterling’s costs might be different, but by times as much? Why should Sterling be making such a large markup and making money based on having sold me a defective coil? If the coil had been good, none of this would have happened If Sterling is an honest business they will immediately refund the obvious overcharge for the refrigerant they did not use on June ($650) They should also cut out their markup on the refrigerant that was actually used and just pass along their actual costs (even a reduction of $per pound, on the pounds, would be $360) I would still be out a lot of money, but would feel that this had been resolved Regards, [redacted]
Complaint: [redacted] I am rejecting this response because: I am not satisfied with this response, and am surprised Sterling would even give such a response In order to have the Sterling person come out on June to replace the defective coil they had sold me, they insisted I be prepared to pay $(which I did under protest and noting that I did not accept what they were saying) When I asked Rose M on June to specify what the charges were for, this is what she sent me: From: " [redacted] < [redacted] > Subject: Breakdown of leak detection and coil installation Date: June 9, at 10:30:AM EDT To: < [redacted] > [redacted] , 5/02/– Filled system with NitrogenNo leak detectedInstalled Lbs of R410A refrigerant and dye5/09/– Checked for leak could not detect any leaks in the system, added Lbsof R410A refrigerant 5/27/– Checked for leak, found dye in the evaporator drain pan Ordered replacement evaporator coil manufacturer replace under their warranty charge for dye is $plus tax - $charge for refrigerant is $for 1st Lband $for each additional pound16lbs of refrigerant used totaling $plus tax – $ Install evaporator coil and charge system requires lbsof 410A refrigerant $for 1st Lband $for each additional pound $plus tax – $Labor cost, refrigerant tubing connections and PVC drain connections and evacuate system$ $ $ $ $$ - 10% $ [redacted] Sterling Heating & Air Conditioning, Inc [redacted] Voice [redacted] Fax I have no way to know how much refrigerant they used on the first visits, but I no longer trust themThis time, on June 9, I had the installer specify how much refrigerant he used What did he write on the form? pounds! Yet Sterling is charging me $for pounds So even before they knew how much refrigerant was needed they insisted I agree to pay for pounds more than I needed Besides, now that I had my faith in this company shaken I decided to check online how much this refrigerant actually costs If they cannot find it anywhere for a decent price, I can get it for them at $a pound, from [redacted] (lb cylinder for $130) I can understand that Sterling’s costs might be different, but by times as much? Why should Sterling be making such a large markup and making money based on having sold me a defective coil? If the coil had been good, none of this would have happened If Sterling is an honest business they will immediately refund the obvious overcharge for the refrigerant they did not use on June ($650) They should also cut out their markup on the refrigerant that was actually used and just pass along their actual costs (even a reduction of $per pound, on the pounds, would be $360) I would still be out a lot of money, but would feel that this had been resolved Regards, [redacted]