On June 6, we installed a Carrier AC unit for Mrs*** *** at *** *** *** * *** ***, with a one year labor warranty and five year on parts We were out to check the unit on Oct6, and the unit not cooling properly Found it was low on freon, we replaced schrader
valves and caps at no charge.Note this unit was out of labor warranty at this time and had worked for two summers w/no issues On Oct 9, unit, cooling fine, found no problems,made a service chg of $On Aug 12, rechecked unit not cooling properly, added freon and charged the customer $ Went out April to checksystem after customer complained it was not cooling He also indicated the unit was not level Checked system found it was low on freon, added freon & dye to leak check system.On April 11, went back to customers house to check for leak found freon leak in middle of outside condensing coil I called Mr *** (who is the tenant) and gave him a priceto repair outside coil That price was for the labor welding materials & freon only It also included charge for 4/4/& 4/1/ I also asked Mr *** who I need to talk to about paymentsince he and Mrs *** had paid before He wanted me to call Mrs *** I called & left a message She called back & I explained to situation & told her the charges I also informed her that we would cut the total in half as a good will gesture Because I knew she & Mr *** were not happy and wanted to satisfy both of them As we noted all this work was outside the first year of the labor warranty.She explained to me that she thought that she should not have to pay for anything because to her it was a new unitI explained to her it was a mfg defect and had nothing to do with installationThe unit being slightly unlevel and every unit behind that building because of the way the storm water pools behind the building, had nothing to do with itSHE SAID SHE DID NOT WANT TO PAY ANYTHING BUT WE HAVE TO GET IT DONE & FIXED SHE SAID DO IT GET IT ORDERED AND WILL FIGURE THINGS OUT SHE WANTED TO MAKE SURE THERE WERE NO MORE PROBLEMS I SAID OK & GOT IT ORDERED SHE CALLED BACK THE NEXT DAY AND SAID MR *** WAS MAD AND THE MORE SHE THOUGHT ABOUT IT DIDNT THINK SHE SHOULD PAY ANYTHINGI EXPLAINED AGAIN THAT IT WAS OUTSIDE THE ONE YEAR INSTALLATION DATE & THAT WE WERE CUTTING THE CHARGE IN HALF SHE CONTINUED TO RESIST SO I TOLD HER WE WOULD MAKE THIS REPAIR FOR NO CHARGE & ALSO EXPLAINED TO HER THAT I DIDNT THINK IT WAS FAIR THAT WE HAVE TO ASSUME ALL THE CHARGES BECAUSE OF A MFG'S DEFECTBUT, TO MAKE HER & MR *** HAPPY WE WOULD DO JUST THAT THE COIL CAME IN & WE SCHEDULED W/ MR *** TO REPLACE THE COIL THE REPLACEMENT DATE WAS MOVED TO THIS THURSDAY, 4/27/BY MR ***.IF THERE IS ANY OTHER PROBLEMS W/THIS UNIT EXCEPT REPLACING THIS COIL, MRS *** WILL BE CHARGED WE FEEL WE HAVE BEEN MORE THAN FAIR W/MRS *** & MR *** THIS ENTIRECONVERSATION WAS FROM OUR EMPLOYEE *** *** WHO TALKED W/MRS *** & MR ***SINCERELY,J*** * *** ***
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Re: Revdex.com ID# [redacted] [redacted]. [redacted] [redacted] [redacted]In reference to the above consumer, when the original work order was taken from Ms. [redacted], she called and said she thought we installed the unit and...
the thermostat was blank. If it’s a new customer we do explain our rates and how we charge, but since said she thought we installed the unit, we took her at her word. We told her that we would have someone to come out to see what was wrong, sent a service technician out, about twenty-two minutes drive from the shop to residence. The mother was not home at the time of arrival, waited ten minutes on the mother to arrive. She stated that the thermostat had error on it “service humidifier”. She also asked the technician to re-set the temps on the thermostat because her Dad kept pushing buttons. At that point the technician went in the attic to service the humidifier. There was no humidifier on the air handler. At that point tech re-set the temps, code and explained this to the mother. He did see a sticker on the outside unit with another companies name on it. He presented her with the bill of $119.25 and she complained about the amount. Tech then told her that we charged from the time we leave the shop until the time we returned. Since she questioned the bill tech called the office and was told to charge the minimum charge of $79.00.We feel that we accomplished what we were asked to do, was to check the thermostat. In closing we do not appreciate and take offense to the comment that” we were ripping anyone off”. This company was started in 1889 and we know we would not still be in business if we were “ripping anyone off.” Sincerely,Joyce Z. Sarver,PresidentKennard-Pace Co. Inc
On June 6, we installed a Carrier AC unit for Mrs*** *** at *** *** *** * *** ***, with a one year labor warranty and five year on parts We were out to check the unit on Oct6, and the unit not cooling properly Found it was low on freon, we replaced schrader
valves and caps at no charge.Note this unit was out of labor warranty at this time and had worked for two summers w/no issues On Oct 9, unit, cooling fine, found no problems,made a service chg of $On Aug 12, rechecked unit not cooling properly, added freon and charged the customer $ Went out April to checksystem after customer complained it was not cooling He also indicated the unit was not level Checked system found it was low on freon, added freon & dye to leak check system.On April 11, went back to customers house to check for leak found freon leak in middle of outside condensing coil I called Mr *** (who is the tenant) and gave him a priceto repair outside coil That price was for the labor welding materials & freon only It also included charge for 4/4/& 4/1/ I also asked Mr *** who I need to talk to about paymentsince he and Mrs *** had paid before He wanted me to call Mrs *** I called & left a message She called back & I explained to situation & told her the charges I also informed her that we would cut the total in half as a good will gesture Because I knew she & Mr *** were not happy and wanted to satisfy both of them As we noted all this work was outside the first year of the labor warranty.She explained to me that she thought that she should not have to pay for anything because to her it was a new unitI explained to her it was a mfg defect and had nothing to do with installationThe unit being slightly unlevel and every unit behind that building because of the way the storm water pools behind the building, had nothing to do with itSHE SAID SHE DID NOT WANT TO PAY ANYTHING BUT WE HAVE TO GET IT DONE & FIXED SHE SAID DO IT GET IT ORDERED AND WILL FIGURE THINGS OUT SHE WANTED TO MAKE SURE THERE WERE NO MORE PROBLEMS I SAID OK & GOT IT ORDERED SHE CALLED BACK THE NEXT DAY AND SAID MR *** WAS MAD AND THE MORE SHE THOUGHT ABOUT IT DIDNT THINK SHE SHOULD PAY ANYTHINGI EXPLAINED AGAIN THAT IT WAS OUTSIDE THE ONE YEAR INSTALLATION DATE & THAT WE WERE CUTTING THE CHARGE IN HALF SHE CONTINUED TO RESIST SO I TOLD HER WE WOULD MAKE THIS REPAIR FOR NO CHARGE & ALSO EXPLAINED TO HER THAT I DIDNT THINK IT WAS FAIR THAT WE HAVE TO ASSUME ALL THE CHARGES BECAUSE OF A MFG'S DEFECTBUT, TO MAKE HER & MR *** HAPPY WE WOULD DO JUST THAT THE COIL CAME IN & WE SCHEDULED W/ MR *** TO REPLACE THE COIL THE REPLACEMENT DATE WAS MOVED TO THIS THURSDAY, 4/27/BY MR ***.IF THERE IS ANY OTHER PROBLEMS W/THIS UNIT EXCEPT REPLACING THIS COIL, MRS *** WILL BE CHARGED WE FEEL WE HAVE BEEN MORE THAN FAIR W/MRS *** & MR *** THIS ENTIRECONVERSATION WAS FROM OUR EMPLOYEE *** *** WHO TALKED W/MRS *** & MR ***SINCERELY,J*** * *** ***
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Re: Revdex.com ID# [redacted] [redacted]. [redacted] [redacted] [redacted]In reference to the above consumer, when the original work order was taken from Ms. [redacted], she called and said she thought we installed the unit and...
the thermostat was blank. If it’s a new customer we do explain our rates and how we charge, but since said she thought we installed the unit, we took her at her word. We told her that we would have someone to come out to see what was wrong, sent a service technician out, about twenty-two minutes drive from the shop to residence. The mother was not home at the time of arrival, waited ten minutes on the mother to arrive. She stated that the thermostat had error on it “service humidifier”. She also asked the technician to re-set the temps on the thermostat because her Dad kept pushing buttons. At that point the technician went in the attic to service the humidifier. There was no humidifier on the air handler. At that point tech re-set the temps, code and explained this to the mother. He did see a sticker on the outside unit with another companies name on it. He presented her with the bill of $119.25 and she complained about the amount. Tech then told her that we charged from the time we leave the shop until the time we returned. Since she questioned the bill tech called the office and was told to charge the minimum charge of $79.00.We feel that we accomplished what we were asked to do, was to check the thermostat. In closing we do not appreciate and take offense to the comment that” we were ripping anyone off”. This company was started in 1889 and we know we would not still be in business if we were “ripping anyone off.” Sincerely,Joyce Z. Sarver,PresidentKennard-Pace Co. Inc