T M Street Heating & Air Conditioning, LLC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:The business's response implies both companies were right and TM Street's diagnosis would have addressed the problem more cheaply Their diagnosis was completely incorrect There was nothing at all wrong with the parts they said were likely causing the problem Yes, it was upsetting the ultimate solution required replacing the unit but if I had followed T.MStreet's diagnosis of the problem I would have paid for work that would NOT have solved the problem and the STILL have been facing ultimate replacement of the unit because the heat exchanger was cracked This is not speculation or one company's opinion versus another's I saw the crack with my own eyes and this is what was leading to the problem with the unit overheating and shutting off (and releasing carbon monoxide in my house as an added bonus) Regards, [redacted] ***

This is where communication is vitalWhen contacted by [redacted] ***, he only demanded a refund He paid for a diagnosis which was performed If in fact we would have replaced the part & the problem still was present, [redacted] would not have had to pay for that part & further investigating would have been performed at NO ADDITIONAL COST We are disappointed that we were unable to help [redacted] & that he was so upset by our service My question would be, if he paid for a diagnosis & felt that it was wrong, why not get us to come back at no cost? We strive to be honest with our customers & in this industry where companies pay there techs commission only to force them to sell new equipment or high dollar repairs, we pride ourselves on doing just the opposite, repairing & not always replacing [redacted] paid for the technicians time

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*** ***The report given by *** *** *** was a situation where *** *** stated that our technician misdiagnosed a problem *** *** called saying that the second company
had given a diagnosis that required replacement & in our view that is our last recommended solution unless absolutely necessary Our tech felt that the problem may have been something simpler *** *** contacted us & wanted a full refund for what he called a misdiagnosis The customer was only charged our diagnosis/travel fee for the time the tech spent on the job & a refund was not practical.T.MStreet Heating & Air Conditioning, LLC.** *** *** *** ** *** *** ** *** ***

This is where communication is vital. When contacted by [redacted], he only demanded a refund.  He paid for a diagnosis which was performed.  If in fact we would have replaced the part & the problem still was present, [redacted] would not have had to pay for that part & further investigating would have been performed at NO ADDITIONAL COST.  We are disappointed that we were unable to help [redacted] & that he was so upset by our service.  My question would be, if he paid for a diagnosis & felt that it was wrong, why not get us to come back at no cost? We strive to be honest with our customers & in this industry where companies pay there techs commission only to force them to sell new equipment or high dollar repairs, we pride ourselves on doing just the opposite, repairing & not always replacing.  [redacted] paid for the technicians time.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:The business's response implies both companies were right and TM Street's diagnosis would have addressed the problem more cheaply.  Their diagnosis was completely incorrect.  There was nothing at all wrong with the parts they said were likely causing the problem.  Yes, it was upsetting the ultimate solution required replacing the unit but if I had followed T.M. Street's diagnosis of the problem I would have paid for work that would NOT have solved the problem and the STILL have been facing ultimate replacement of the unit because the heat exchanger was cracked.  This is not speculation or one company's opinion versus another's.  I saw the crack with my own eyes and this is what was leading to the problem with the unit overheating and shutting off (and releasing carbon monoxide in my house as an added bonus).
Regards,
[redacted]