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Thank you for bringing this to my attention.  It took me some time to research the issue, and to determine the corrective action.  According to the TRANE 2015 Sales promotion, a trade in allowance for your purchase amounted to a total of $300.00 discount. I am sending the client a check...

for that right now. There is also a West Penn Power rebate that their purchase qualifies for, that amount is also $300.00. I am sending them the completed rebate form for that program. I was unable to find any forms from them, that they sent back to me, so I am sending them a new one. I apologize for the delayed response to this, and hope that this resolves their issue. There is also a tax credit that this equipment qualifies for, they should talk to their tax preparer about this. Jon W[redacted] Woodruff and Smith Heating and Cooling, Inc. Regarding the complaint from [redacted]: In February of 2013, [redacted] did indeed purchase a furnace from us, which we installed. That following spring, she called because her air conditioner was not cooling. We found it to be low on refrigerant. At that time, I corrected the refrigerant...

charge, informing her of the existence of a leak in her system. It was unrelated to the installation of the furnace, however, I never charged her for the call, or the refrigerant. At that time, I also injected a leak repair chemical into the system. Normally, this service call would cost as follows: $85.00  for the service call 100.00   for the leak repair chemical, installed     162.00  for 2 pounds of refrigerant.    347.00 total. I didn't charge her anything, and asked her to call me if the leak repair chemical didn't work, and we would approach the leak repair another way. This spring, l lost an employee, leaving me shorthanded. Also, with the extended hot weather, as well as frequent rain, it made it difficult to get to all my calls alone in a short time. I new that when she called, that it would be short of refrigerant again, in all probability. For the past 10 years, being a forward thinking company, all of the air conditioning equipment that we have installed operates on the new, ozone friendly refrigerant. Her air conditioner, installed by others, was operating on the outdated refrigerant, I didn't catch that, and mixed old and new refrigerants in the system. Cleanup of that error is simple. Reclaim that mix of refrigerant, evacuate the system to a deep vacuum, and install the proper refrigerant charge. In addition, prior to correctly recharging her system, I did a purge of the system with fresh refrigerant and evacuated again. Her system was more than properly cleaned. Rinsing the line is a lie that somebody fed her. I explained to her that I was overwhelmed with the volume of calls and the loss of a service tech employee, and would come back late this summer or fall find the leak and repair the system. Finding and repairing a leak is kind of an open ended call it could take a couple of hours, maybe a day. With the pressure of the hot weather, I cannot commit to that kind of a call right then. A couple of weeks later, she began to call me. She was insistent that I come immediately to look for the leak. Still being in the heat of the summer, customers with no cooling, being shorthanded, that as long as she had air conditioning, everything was ok. She told me it was working, I asked her to call if that changed and I would be right there. She threatened to call someone else, and I told her that was her prerogative. I would see her in the fall, unless she called me with an emergency. That was the last contact with her. I have about a dozen calls for leak checks that I am presently addressing as promised, in addition to the fall furnace checks that are coming in now. I will not refund any money, I didn't install the air conditioner, and corrected the charge in it twice for her. As to the leak, if she wants me to look for and repair it, I will be glad to schedule a call and deal with it, and if she wants somebody else, again, that is her prerogative. Jon W[redacted]
[redacted] Heating and Cooling, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 

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Address: 18 - 10 Westcreek Dr Building B, Woodbridge, Ontario, Canada, L4L 9R5


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