Thermoline A/C

Wilson called beforehand and came up exactly when he stated he would on to my home to give me a bid on replacing my old Heating and Cooling systemMy system was years old and Air condition has stop runningBefore he even gave me a bid, he wanted to look at the old air conditioner and run a test and worked with it until it started running and started cooling our house
He wanted to help us stay cool while we waited for the new system to be installedIt was one of nicest thing I had ever experienced in the business situations

Review: I requested that Thermoline assess a malfunctioning AC unit at a rental apartment. We agreed to a fee of $189.99 plus tax. I inquired as to the cost of replacing coolant in the unit, and Thermoline quoted me $350.00. I asked if he could replace the coolant at the same time if that is the problem and he said yes.The next day Thermoline went to the property and told my tenant he did not have the right tools to assess the problem and would return the next day. The following day, he returned and said he would need to see the portion of the HVAC system that is on the roof. My tenant showed the Thermoline tech the AC unit, and returned to the apartment. A few hours later, my tenant contacted me and asked whether I had heard anything from Thermoline because he never heard back from the tech. I immediately texted the tech to ask for an update, and he advised me that he had completed the job and I owed him over $3,000. I had never approved of any of this work, we had never discussed scope of repair or cost. I filed a complaint with the Department of [redacted], and they advised they could not assist with rental units and advised that I reach out to the Revdex.com. Since the date, the tech has repeatedly texted me demanding payment and telling me he has been patient with me so far. Unclear what he means by this, although I explained that I was awaiting guidance from the City on resolution.Desired Settlement: I am seeking guidance from Revdex.com as to whether I must pay service provider for unsolicited work, and how a scenario like this is customarily resolved.

Business

Response:

On */**/13 @11:29 am, [redacted] sent me a text message asking if I could look at an A/C unit in Brooklyn. I then responded to her via phone asking her where in Brooklyn is the A/C unit located. She instructed me to communicate with her tenant [redacted]. She then forwarded my email to [redacted]. When [redacted] communicated with me I gave him my cell phone number to better communicate with him. We made a service appointment for */**/2013 @2:30 pm.

On */**/2013, I arrived at [redacted] at the scheduled time. At that time I was greeted by [redacted]. I asked if he knew where the Condensing Unit for his A/C was located. He directed me to the roof and showed me where I would be able to get roof access to look at the condenser unit. After several trips back and forth from the roof to the apt, I was able to determine which unit pertained to [redacted]. The access panel to the condenser was opened, various wires were exposed and two wires were disconnected. I immediately informed the tenant of my findings. I asked [redacted] if he would like me to reconnect the wires. He said he would like me to do that. I reconnected the wires which were for the Condenser Fan and began to troubleshoot to no avail. During my trouble shooting I called [redacted] Various times to see if the unit was producing cold air. He informed me that it was not. It was after over an hour of troubleshooting the unit that I informed [redacted] that my professional diagnosis was that the compressor was broken and needed to be replaced. I explained in detail to [redacted] the service that was needed and told him that cost of replacing a compressor start at $1650.00 plus tax. The tenant agreed and asked when I would return to do the repair. I then wrote him an invoice #[redacted] for the repair of the loose wires and for diagnosis of the unit as requested by [redacted]. On the said invoice, it was stated that I would return the next business day */**/2013@10:30 to make the repair as requested by [redacted]. Later that evening I confirmed the appointment with [redacted] for */**/2013 @10:30am.

On 6/**/2013 @10:30am, I arrived at [redacted], with a brand new Copeland Compressor, tools, refrigerant, etc. [redacted] opened the door for myself and my employee and directed us to the roof. I removed the old compressor , the old refrigerant, recovered the refrigerant, used R-11 flush to flush the system, vacuumed system to remove contaminants & oils, removed old filter drier(due to being contaminated with oils due to compressor burn out), attached new compressor using brazing rods, acetylene, tested system for leaks using Nitrogen, brazed new filter drier, recharged entire system with 5 lbs of R-22 refrigerant, replaced power contractor(due to it being exposed to rain and being rusted.

After 4 hours of removing and installing new components. My employee [redacted] and I returned to the apartment [redacted] allowed us in to ensure that the unit was working properly and that cold air was flowing through the ducts. All was working well and I began to prepare the invoice for the service provided and requested by [redacted]. Within several moments I received a text from [redacted] which said" Please let me know the quote before replacing anything major. Currently I am budgeting about $350. [redacted] said it may be more involved". I then informed her that the repair had already been completed and was approved by [redacted]. I reminded her that she had directed me to communicate and deal with [redacted]. She then stated that she would not pay for the service.. [redacted] Stated that he had emailed her regarding the repair and she didn't reply and that is why he approved the repairs needed. After further communication with [redacted] various times, she informed me that she will not pay me until Revdex.com made a decision.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The Business's response is inaccurate and untrue. I told Thermoline to coordinate ACCESS to the apartment with the tenant. I never told Thermoline to discuss diagnosis, scope or work, or approval of costs with the tenant. Unlike the claim in the response below, Thermoline never told the tenant (or me) his diagnosis or the scope of the repair. In fact, the $1600 and $50 quotes he mentioned below were the quotes we got from ANOTHER COMPANY, that lead me to ask Thermoline to go and assess the problem because Thermoline had done work for me before and I thought I could trust him because he knows that I will ask a lot of questions and hold him accountable. This was a serious abuse of information and access. Thermoline knew I could get the repair done for $1600 (plus $50 assessment) -- but he instead did the work, without discussing with me or tenant, and then demanded $3003 (in addition to the $261 he obtained from my tenant the day before). Oddly, he did not even mention this $3003 initial demand in his response to the Revdex.com. See attached emails and text message excerpt to "prove" exactly what transpired. You will note that my tenant and I were in constant communication (showing what limited information there was exchanged by Thermoline, and showing that no messages went unanswered as Thermoline states below).Interestingly, Thermoline also did not mention in their response that upon my resistance to his $3003 demand, he launched into a tirade against me personally, and how I "don't know the value of hard work" and how I "just push paper all day" and "was born with a silver spoon in my mouth". It was extremely unprofessional, threatening and clear that he was just playing a game here, and that he is only pretending that he thought the tenant had authority to approve the work. Having done business with Thermoline before, I know for certain that he typically discusses scope of work and agrees to prices upfront before commencing repairs. The response below falls short of the truth, and in fact never even mentions the $3003 that was demanded -- further proving that something very untoward is going on with this business practice. Rather than hearing Thermoline's reassessment of the truth, I am seeking guidance from the Revdex.com on how to resolve this issue and sanction these abusive business practices of Thermoline.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

On */**/13 the tenant asked me what did I discover was wrong with the A/C unit on the roof. I stated "the wires were disconnected" and after further diagnoses I also discovered that the Compressor which is the Heart of the machine was not working i.e. broken/ burned out. I then had a brief conversation with the Tenant while preparing the invoice number#[redacted] dated */**/13 that to replace the compressor it would cost from $1,650 and up plus taxes for a new compressor etc. No A/C company gives quotes without first coming to the property of where the A/C unit is located and diagnosing the issue. Nor without coming to see what type of unit one is dealing with. No one diagnoses an issue with an A/C unit without charging a Diagnostic Fee. Also, on the mentioned invoice I informed and wrote on the invoice that I would return the next day to perform the repair. The writing on the invoice was clear and legible. I also informed the Tenant that I would confirm the time to return the next business day later on that evening. After a brief conversation that evening we settled for 10:30am the next day. He okayed and confirmed the appointment and never did he say otherwise. Again, on */**/13. I arrived at the Tenants apartment at the scheduled time. I rang the bell out side of the building the Tenant answered and buzzed me and my employee into the building. He also controlled the elevator to stop on his floor which allowed us directly into his apartment. He asked if the big box was the compressor and we both responded "Yes" he also saw the refrigerant, Large bags of tools, gauges etc. The Tenant then walked us both to the doorway that lead us both to a separate set of stairs that lead us to gain access to the roof to where the condenser unit was located. One can only gain access to the roof from only the Tenants apartment. After, approx an hour. My employee and I exited the roof while the recovery process of the existing refrigerant was taking place to grab a bite and some water from the local store. I briefly explained to the Tenant what was transpiring before the new compressor can be replaced and that we would return shortly. Approx 30. mins later, we returned again the Tenant allowing us on the property and access to his Apartment and the roof top to continue the services. Again,once the replacement of the new compressor, filter drier, contactor recharging of the unit, and the other tasks along with the replacement of the compressor was complete. I exited the roof and returned to the Tenants apartment and again he allowed me access. I asked if I could turn ON the A/C unit using the wall mounted Thermostat. He agreed and shortly cold air was circulating through his (2) air ducts in the apartment. He stood up from his chair and felt the cold air coming through his ducts and was satisfied. I then began to prepare to write an Invoice for the services performed and to further ex plain to him all I had done to the unit on the roof. I asked him if he had communicated with his Landlord and his response was he tried to communicate with her but she did not respond in a timely manner. Soon after [redacted] sent me a Text asking me "what was the damage" $ wise. I responded $3,003. Her response was "Thats Crazy" " I didnt approve of the work". I offered to send her pictures of the parts I had replaced as well as the Old parts. Her response was she didnt want to see them. I sent the photos anyway. I also showed the photos to the Tenant. I have never demanded payment of any kind from [redacted]. I only asked her when did she think she can make the payment of $3,003. Her response was that she wanted to obtain (3) other quotes from (3) other A/C companies and if my price was the cheapest then she would make the payment of $3,003. And also if the Revdex.com found that my price for service was just then she would also make the pa yment of $3,003.

Consumer

Response:

At this time, I have not been contacted by Thermoline A/C regarding complaint ID [redacted].

Sincerely,

I requested that Thermoline assess a malfunctioning AC unit at a rental apartment. We agreed to a fee of $189.99 plus tax. I inquired as to the cost of replacing coolant in the unit, and Thermoline quoted me $350.00. I asked if he could replace the coolant at the same time if that is the problem and he said yes.The next day Thermoline went to the property and told my tenant he did not have the right tools to assess the problem and would return the next day. The following day, he returned and said he would need to see the portion of the HVAC system that is on the roof. My tenant showed the Thermoline tech the AC unit, and returned to the apartment. A few hours later, my tenant contacted me and asked whether I had heard anything from Thermoline because he never heard back from the tech. I immediately texted the tech to ask for an update, and he advised me that he had completed the job and I owed him over $3,000. I had never approved of any of this work, we had never discussed scope of repair or cost. I filed a complaint with the Department of Consumer Affairs, and they advised they could not assist with rental units and advised that I reach out to the Revdex.com. Since the date, the tech has repeatedly texted me demanding payment and telling me he has been patient with me so far. Unclear what he means by this, although I explained that I was awaiting guidance from the City on resolution.