On Friday, August 28, 2015, [redacted] contacted our officerequesting a service call for her homeOur dispatcher asked her if she wanted an appointment for Friday orMonday [redacted] elected for an amappointment on Monday, August 31, During their discussion, she stated her problem was “poor cooling” anddid not mention a water leak As [redacted] stated in her letter, she had contacted multiple HVACcompanies to set up a service call Shedid have another company look at her system on Friday, August 28, They recommended that her system remain offat that time due to a leaking coilHowever, we were not aware of this information until our servicetechnician had already left the premisesOur technician arrived at her home on Monday and met with herboyfriend He again did not mention awater leak Since the air conditioninghad not been running, there was no water at the furnace Steve checked the filter and it wasclean Steve found the condenser coildirty and hosed it out He cycled the airconditioning system and found it was low on Rrefrigerant He added pounds of Freon, cycled the unit, checkedthe pressures and unit operationIn response to the photos regarding the rust on the furnace,it could have been from a pre-existing condition that had been repaired at aprior date The unit being dirty and lowon refrigerant are also potential causes for water at the furnace Steve responded to the complaint of “poorcooling” and not a water leaking issue Neitherhe nor our dispatcher were given that information If they had been, it would have beenaddressed Steve has years experiencein the HVAC field and takes pride in his customer service and workmanship [redacted] contacted our office inquiring about the work performedat her home that morning We had Stevecall her to discuss his findings and repairs made to avoid any miscommunication She was not satisfied with his answers andagain reached out to our office to discuss the situation The owner of Titan followed up with [redacted] afterspeaking to our dispatcher and service technician He explained to her that Steve’s approach toaddress the issue was based upon the original compliant of poor cooling and nota water leak As per ***’s request, we have adjusted the invoice to reflecta refund of the $diagnostic feeThis is our minimum charge covering travel time and minutes onsite Our service fees were explainedwhen the appointment was made We are a family owned and operated business with trainedinstallation teams and service technicians, knowledgeable comfort consultants,as well as, a full office staff TitanHVAC Incstrives to exceed our customer’s expectations
On Friday, August 28, 2015, [redacted] contacted our officerequesting a service call for her homeOur dispatcher asked her if she wanted an appointment for Friday orMonday [redacted] elected for an amappointment on Monday, August 31, During their discussion, she stated her problem was “poor cooling” anddid not mention a water leak As [redacted] stated in her letter, she had contacted multiple HVACcompanies to set up a service call Shedid have another company look at her system on Friday, August 28, They recommended that her system remain offat that time due to a leaking coilHowever, we were not aware of this information until our servicetechnician had already left the premisesOur technician arrived at her home on Monday and met with herboyfriend He again did not mention awater leak Since the air conditioninghad not been running, there was no water at the furnace Steve checked the filter and it wasclean Steve found the condenser coildirty and hosed it out He cycled the airconditioning system and found it was low on Rrefrigerant He added pounds of Freon, cycled the unit, checkedthe pressures and unit operationIn response to the photos regarding the rust on the furnace,it could have been from a pre-existing condition that had been repaired at aprior date The unit being dirty and lowon refrigerant are also potential causes for water at the furnace Steve responded to the complaint of “poorcooling” and not a water leaking issue Neitherhe nor our dispatcher were given that information If they had been, it would have beenaddressed Steve has years experiencein the HVAC field and takes pride in his customer service and workmanship [redacted] contacted our office inquiring about the work performedat her home that morning We had Stevecall her to discuss his findings and repairs made to avoid any miscommunication She was not satisfied with his answers andagain reached out to our office to discuss the situation The owner of Titan followed up with [redacted] afterspeaking to our dispatcher and service technician He explained to her that Steve’s approach toaddress the issue was based upon the original compliant of poor cooling and nota water leak As per ***’s request, we have adjusted the invoice to reflecta refund of the $diagnostic feeThis is our minimum charge covering travel time and minutes onsite Our service fees were explainedwhen the appointment was made We are a family owned and operated business with trainedinstallation teams and service technicians, knowledgeable comfort consultants,as well as, a full office staff TitanHVAC Incstrives to exceed our customer’s expectations