TEX-PERTS Cooling & Heating

My response is that we have stated several times that I would be willing to send my service manager to double check all of the work performed in the past This is in writing in my original response as well as several phone calls and emails to the customer The service ticket provided by the other company does not contain all of the readings that it should and therefore is not helpful If the customer does not have my service manager look at the system there will be no refund it is company policy as stated.thank you

On 12-28-the customer called about his unit not working The unit was found to be low on refrigerant At this time the electronic leak detectors to find r410-a leaks were not as advanced as they are now and the exact leak was not found On 3-13-we were again called out about the unit not working properly Again refrigerant was added, we found oil leaking at the system but the leak detector could not pinpoint the exact location of the leak On 4-26-we were called out again about the unit not working The outdoor compressor was overheated and locked out No refrigerant was added at this time If the unit had been drastically overcharged as stated by the homeowner the unit would not have worked for over a year without a service call Both myself the owner and my service manager have spoken with the customer several times We have also sent him emails offering to come out at no charge and verify his accusations which he has declined to do We are not simply waiting for him to go away We offered a reasonable solution to his accusation which he has refused to let us come out to ensure this is not a case of fraud We told him if a technician had made a mistake we would compensate him but I refuse to just refund money based upon the circumstance

Complaint: [redacted] I am rejecting this response because:This is the same response they provided previouslyUnless there is some sort of financial recompensation I will continue to reject their responses and attempts to resolve this issueI will never allow them to inspect/touch my equipment ever againIf this complaint isn't resolved using the Revdex.com, then I will move forward with my social media reviews to make sure this issue doesn't happen to anyone else Regards, [redacted]

This is a response that her extended warranty is through [redacted] not tex-perts we have responded to all of her calls, and have now changed her unit at no cost

The rebate paperwork was filed within the guidelines of the customers utility company. If the utility company changes or modifies the program the issue is with them not TEX-PERTS. The issue with the breaker was false. The homeowner originally had electric heat only and therefore
had a kw electric heat strip. We converted the unit to a heat pump system, this changed the needs for heating to a kw heat strip. I spoke with the homeowner about this the day the install was done. He did not think his wife would accept that amount of heat. I agreed to change it to a larger heat strip and the work was completed as agreed upon. The customers have my cell phone number and have not contacted me at all. Both of the home owners have been verbally abusive with my employees on more than one occasion. I consider the utility rebate to be just that a rebate from their utility company

On 12-28-12 the customer called about his unit not working.  The unit was found to be low on refrigerant.  At this time the electronic leak detectors to find r410-a leaks were not as advanced as they are now and the exact leak was not found.  On 3-13-15 we were again called out about...

the unit not working properly.  Again refrigerant was added, we found oil leaking at the system but the leak detector could not pinpoint the exact location of the leak.  On 4-26-16 we were called out again about the unit not working.  The outdoor compressor was overheated and locked out.  No refrigerant was added at this time.  If the unit had been drastically overcharged as stated by the homeowner the unit would not have worked for over a year without a service call.  Both myself the owner and my service manager have spoken with the customer several times.  We have also sent him emails offering to come out at no charge and verify his accusations which he has declined to do.  We are not simply waiting for him to go away.  We offered a reasonable solution to his accusation which he has refused to let us come out to ensure this is not a case of fraud.  We told him if a technician had made a mistake we would compensate him but I refuse to just refund money based upon the circumstance.

This is a response that her extended warranty is through [redacted] not tex-perts.  we have responded to all of her calls, and have now changed her unit at no cost.

Complaint: [redacted]
I am rejecting this response because:This is the same response they provided previously. Unless there is some sort of financial recompensation I will continue to reject their responses and attempts to resolve this issue. I will never allow them to inspect/touch my equipment ever again. If this complaint isn't resolved using the Revdex.com, then I will move forward with my social media reviews to make sure this issue doesn't happen to anyone else.
Regards,
[redacted]

My response is that we have stated several times that I would be willing to send my service manager to double check all of the work performed in the past.  This is in writing in my original response as well as several phone calls and emails to the customer.  The service ticket provided by the other company does not contain all of the readings that it should and therefore is not helpful.  If the customer does not have my service manager look at the system there will be no refund it is company policy as stated.thank you

Complaint: [redacted]
I am rejecting this response because:A. There has NEVER been an offer to come out to look at my system. B. There have been repeated attempts by myself to contact both the service manager ([redacted]) AND the owner ([redacted]) and I have not received any emails or return calls. Which is the reason for my contacting the Revdex.com. I had no other recourse because they were ignoring my attempts to resolve this. C. I had an independent objective service provider come out and diagnose my system. The only problem found was that my system was over charged by almost the exact amount of refrigerant Tex-Perts added. Why on earth would I trust someone from this company to come out and assess the situation when my trust with them is no longer there? D. I provided them with documentation regarding that service as they requested and I have been prompt in my responses to them whereas they have not. The only way this complaint will be resolved is for them to make it right. 
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: First of all we would like to apologize to the staff at Tex-perts if they truly felt we were verbally abusive. We were both frustrated and had asked for [redacted] to call us several times. It is truly a sad thing that we had to resort to this measure to get [redacted] to respond at all to us. We felt our rebate to [redacted] Electric was not filed in a timely measure. So sad but true we wished we would have not done business with this company and would have done a little more research thus over $10,000.00 would have been spent somewhere else.
Regards, [redacted]