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Terri's Country Stylist

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Terri's Country Stylist Reviews (3)

We regret the aggravation and inconvenience Mrs. [redacted] has experienced with this situation. Sterling always has our customer’s best interests at heart, and it is our policy when they need a repair to provide them with the options available, at the best price we can give, and never to use high pressure tactics. Unfortunately, we have a difficult situation in that the [redacted] evaporator coil we installed, which should have lasted between 10 and 15 years, failed after only two due to a manufacturing defect.  The failure was not due to any installation measures used by our company. Premature and frequent failure of evaporator coils is a major issue across all manufacturer’s in the industry as they change process to increase efficiency, and cause unforeseen problems along the way.  While they provide a replacement coil, the cost to diagnose the leak, and to install a replacement is much greater than that, and unfortunately must be reflected in the price we quote to install a replacement.    I have reviewed all of the information in Mrs. [redacted]’s case.  When we diagnosed the leak, 15lbs of refrigerant had to be added to her system to fully charge it, because all of the refrigerant had leaked out. The system was completely empty due to a manufacturer’s defect.  There is no way to know if the system would hold onto most if not all of that refrigerant for a week or more or lose it all completely in the next few hours. Our prices are generally flat rate, and have to take into consideration a worst case scenario.  In this case, worst case would be all of the refrigerant recently added would be lost, and we would have to add another 15 lbs.  We stand by our price, and the price we charge for refrigerant. The cost of refrigerant is more than $130 a bottle. That amount doesn’t include sales tax, or delivery, or the certifications necessary to handle the refrigerant, or the record keeping necessary to track its usage, and many other costs.  Our prices for refrigerant are actually lower than many other contractors in the area.  However, since we only had to add 2 additional lbs at the time of replacement, we are offering to refund the costs of the 13lbs of refrigerant at $50 each, less her 10% discount, plus 7% sales tax or a total of $625.95.   We hope that Mrs. [redacted] feels this is a fair and reasonable resolution of the matter. If so, we will put a check in the mail immediately. [redacted] Sterling Heating and Air Conditioning PO Box 60, 519 N.White Horse Pike, Magnolia, NJ 08049 Voice. [redacted] I Fax. [redacted] www.sterlingheating.com

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 9 to replace the defective coil they had sold me, they insisted I be prepared to pay $1600 (which I did under protest and noting that I did not accept what they were saying).  When I asked Rose M on June 9 to specify what the charges were for, this is what she sent me: From: "[redacted] <[redacted]>Subject: Breakdown of leak detection and coil installationDate: June 9, 2016 at 10:30:18 AM EDTTo: <[redacted]>   [redacted], 5/02/16 – Filled system with Nitrogen. No leak detected. Installed 5 Lbs of R410A refrigerant and dye.5/09/16 – Checked for leak could not detect any leaks in the system, added 11 Lbs. of R410A refrigerant5/27/16 – Checked for leak, found dye in the evaporator drain pan. Ordered replacement evaporator coil manufacturer replace under their warranty.  Normal charge for dye is $64.00 plus tax - $68.48Normal charge for refrigerant is $59.00 for 1st Lb. and $50.00 for each additional pound. 16lbs of refrigerant used totaling $809.00 plus tax – $865.63 Install evaporator coil and charge system requires 15 lbs. of 410A refrigerant $59.00 for 1st Lb. and $50.00 for each additional pound $759.00 plus tax – $812.13Labor cost, refrigerant tubing connections and PVC drain connections and evacuate system. $34.00      $68.48  $865.63  $812.13   $34..00$1780.24    - 10%$1602.22 [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 them. This time, on June 9, I had the installer specify how much refrigerant he used.  What did he write on the form?  2 pounds!  Yet Sterling is charging me $812.13 for 15 pounds.  So even before they knew how much refrigerant was needed they insisted I agree to pay for 13 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 $5.20 a pound, from [redacted] (25 lb cylinder for $130).  I can understand that Sterling’s costs might be different, but by 10 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 9 ($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 $20 per pound, on the 18 pounds, would be $360).  I would still be out a lot of money, but would feel that this had been resolved.  
Regards,
[redacted]

We appreciate that Mrs. [redacted] has been a long term customer of ours, and we sympathize with her frustration with the current situation.  We replaced Mrs. [redacted]’s air conditioning system in June of 2014, and our proposal clearly stated that the equipment had a ten-year parts warranty from the...

manufacturer, and a one year labor warranty from Sterling. Then while doing her routine seasonal inspection this spring we found her system was empty of refrigerant.   We scheduled a follow up appointment and began the process of looking for the leak. Yes, there was an incident where a technician did not show up for a scheduled appointment due to a personal matter and did not call Mrs. [redacted] or the office and let us know.  This was completely contrary to our company policy, so the employee was reprimanded, and our apologies were given to Mrs. [redacted]. Yes, it took several visits to find the source of the leak. This is one of the most challenging tasks in our industry, and we are equally frustrated when numerous visits are need to find the defect in the coil. It is especially challenging during cool weather when the system does not run, and the dye that is added does not circulate sufficiently through the system.   By the time we were finally able to confirm that the leak was in the coil, we had incurred over 13 hours of labor cost, plus the cost of dye and 16 lbs of refrigerant; and Mrs. [redacted] had only been quoted $298.18 for our standard leak check fee, which includes the 1st lb. of refrigerant, the dye, and one return visit. In addition, because of the number of visits it took, we had assured her that we did not expect payment until we had, in fact, found the source of the leak. We were finally able to confirm that the evaporator coil was the source of the leak, and that it would need to be replaced. The manufacturer would supply a replacement at no cost; however, the labor was not covered.  We quoted her $1600, which included labor and related materials including additional refrigerant needed to install the replacement coil. The $298.18 for the leak search has been waived.   We would never take ‘advantage of a senior living alone’ or ‘threaten' anyone with no service; however, good business practice dictates that we don’t knowing provide service and materials to an individual who has indicated they don’t want to pay for them. Mrs. [redacted] had the discretion to pay for the replacement or not. Today, she agreed to pay for the coil replacement, and the work has been completed and payment received. While we understand that $1600 is a lot of money to pay to have a coil that is only two years old replaced, we hope that Mrs. [redacted] understands that we always want to do our best by her, and that the cause of the leak was due to a defect in the coil from the manufacturer, and not from the installation process completed by Sterling.

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