I am that business owner and we have been in business for yearsOne thing I have learned in my 30+ years of this and other business experience is that some customers can not and/or will not be satisfiedMr [redacted] is one of those customersI choose to take the high road and not throw darts from our attempted and actual interactions with him which have been less than professionalSometimes it is necessary to fire a customerMr [redacted] - you are fired from Accruate Heating and CoolingNot one of our employees who has had contact with you wants to work with youWe serve more than 20,customers very successfully each yearApparently those standards that delight or at a minimum satisfy those 20,customers, do not work for Mr [redacted] I wish Mr [redacted] and his future HVAC provider much success
On 1-9-I received an e-mail from you saying the business contacted you and had left messages with me trying to resolve this issue.I have not received any of these messages!They also claimed they would refund the labor charges for the first two visits.On 1-10-(Sat.) I called the business & got some answering service & was told I would have to call during the week.On Tues1-13-I called the business & was told that the person I needed to talk to was out until Friday & that he would call me FridayHe did not!On Monday 1-19-I called the business & was told he was in a meeting & call me backHe did!!!!After a heated discussion, he said he would refund the the labor charges & I should find a different service provider.On Friday 1-23-I received a check for part of what he promised not only me but also you!!! Read his response!!Clearly this business owner is dishonest & no one should put any faith in what he says
Accurate has not and will not intentionally run up a bill on any customerUnfortunately diagnosing HVAC system issues is not like following a simple recipeAccurate made three trips to this customer's houseOn the first trip our technician found a dirty flue pipe and after cleaning the flue pipe,
he cycled the system several times and it operated correctlyOn the second visit the same error code occurred indicating there were other issues IN ADDITION to the dirty flue pipe that was corrected on the first visitThe error code for a pressure switch issue was resolved on this call.An unrelated issue was addressed on the third visitAccurate replaced a control board under a parts warrantyThe most important part of our response is thisWe have issued a credit for all parts used on this job AND would be willing to issue a credit for the labor on the first two visits if the customer would return any of our employees' phone callsWe are not perfect and may have misdiagnosed the pressure switch, but without a return call from the customer to at least messages from different Accurate employees, we will not process the creditThank you
Jay B[redacted] did work with Ms. [redacted] to coordinate the purchase and installation of an 11KW generator by Accurate at her home. Ms. [redacted] is correct that the installation took longer than either party expected. Various factors contributed to that delay. The installation was completed in January 2016. The...
generator is a large national brand and in no way would be classified as a lemon. The weekly test runs worked as scheduled until the unit was put under a heavy load during the first power outage. Accurate's service technician and manager worked with the manufacturer to determine the unit had a defective part (the flywheel). The manufacturer provided the new part and Accurate replaced the part and restored the unit to working order.The manufacturer and Accurate offered on August 17, 2016 to extend Ms. [redacted] warranty from the repair date for 5 years - parts and labor as well as compensate her for damaged food and work time lost. Ms. [redacted] has not responded to that offer as of August 19, 2016 at 10:22 AM.
I am very disappointed at the number of errors in Ms. [redacted]'s response. Honestly some are not errors, they are outright false statements. I will try to address those errors as I lay out a timeline of error interactions with Ms. [redacted]'s HVAC equipment and her personally.May 3 - Ms. [redacted] called us to repair her AC (she called, not her warranty company - if she wants to discuss implied warranty/liability) Our technician diagnosed and repaired the AC unit. Replaced a leaking schrader valve (installed by others) and added 15 pounds of refrigerant. The unit was cooling when we left. We invoiced only the diagnostic as we were working WITH Ms. [redacted] and her warranty company. We did call her warranty company (which is not against our company policy BTW). The call was cut off during the call so our technician did review the warranty paperwork and told Ms. [redacted] that refrigerant was not specifically excluded - not that is was covered. Our payment terms are due upon completion of visit. The diagnostic was billed but not paid. Total charges for the visit were diagnostic - $59, part/labor/refrigerant ($900) - $1058. May 5 - we sent an invoice for the $59 diagnostic. June 8 - we sent an invoice for the $1058 after confirming her warranty company would not pay for the refrigerant. Both parties attempted to contact her warranty company. July 5 - Accurate finally received payment for the May 3rd diagnostic of $59. May 3 - we told Ms. [redacted] that there was a crack in the furnace heat exchanger and collector box. Both make carbon monoxide poisoning a very real risk. We instructed her not to use the furnace until this was repaired. The only part left "all over her living room" was the furnace door which was the door to remind her of the risk and we believe that left off was by others. The manufacturer's warranty did not cover the necessary furnace repair as [redacted] was not the original owner. We intervened and got the heat exchanger covered but not labor and not the collector box part or labor. The cost that Accurate would have incurred with little chance of payment was $480 of labor, $259 for the collector box, and a $59 diagnostic charge. When she would not pay for the refrigerant (after numerous calls) we offered to go back and remove and remove the charges. She said if you come onto my property it will be trespassing and I will press charges.June 26 - we received a call about AC not working (it must have been working from May 3rd until then since we did not receive a call in that time period). We replaced a capacitor and were paid be her warranty company for that work on July 26th.July 14 - received an email from Ms. [redacted] that the AC is fixed and totally operational. She indicated in her response that it never worked. July 13 - Ms. [redacted] told us ijn an email that her warranty company had approved to pay for the furnace repairs. Based on prior experience with her word, we called to confirm and found this not to be the case and they had no record of an inquiry about this repair. She paid $200 by credit card on the refrigerant charge only when we promised to turn her account over to collections.
This customer's complaint is valid. Accurate's challenge has been that the system ([redacted]) was installed by another contractor. When the service call was requested by someone who was staying at the customer's house (the customer was in the hospital), the caller did not inform us the unit was under...
warranty. After running the call, Accurate discovered the unit was covered by a third party warranty company that requires pre-approval BEFORE the work is done. Accurate has attempted to be paid by all parties - manufacturer, distributor, third party warranty company and the homeowner - with no success.Having exhausted all options, Accurate will write off this service call which, by the way, did resolve the problem for the customer. I did contact the customer to explain our position and informed him that he will be receiving and zero balance statement.
Ms. [redacted]'s allegations are totally false. The truth is that we performed work on her air conditioning unit. We repaired the unit to working condition, She informed us that the repair was covered by her home warranty service company ([redacted]). Her warranty company only paid Accurate for the cost to...
replace the damaged part - part cost and labor. They will not pay Accurate for the cost of refrigerant that was lost due to the damaged part - almost $1100. Accurate did not install this equipment and has never serviced the equipment before this time. Accurate has talked to her warranty company on multiple occasions and they are adamant that their contract with Ms. [redacted] precludes them from paying for refrigerant. Although we do not agree their contract provides that exclusion. we have informed Ms. [redacted] on multiple occasions that she owes Accurate $1100. We are not party to her contract with the warranty contract. We also informed her that her heat exchanger (used only in heating mode) is cracked and should not be used as it is a very real carbon monoxide threat. We did check with her home warranty company and they will not pay anything to replace the heat exchanger as it is covered under a parts only warranty from the manufacturer. They will not cover our labor which is approximately $480. Ms. [redacted] continues to tell us when we call her to collect our outstanding balance that she has talked to her warranty company and they have agreed to pay. That is not the truth. She also has threatened Accurate "that my son is an attorney and......." Accurate performed the work and has not been paid. We intend to vigorously pursue collection of the outstanding balance.
We have responded to this complaint in the past. Unsure why we are seeing this again. Ms. [redacted]'s generator has been replaced and additional compensation was paid to address her stated loss.
With all due respect to Mr. [redacted] and especially understanding his objective to protect the interests of the church camp that he represents, I am not sure he understands all the facts. Accurate did replace a faulty circuit board on August 5, 2016. The circuit board that was replaced was in fact...
faulty as the system operated once the new board was installed. Had the original circuit not been bad and the only problem was the smoke detector (as Mr. [redacted] purports) the system would not have worked after replacing the board until the smoke detector was repaired almost three weeks later on August 24, 2016. The HVAC system did in fact function as intended from August 5th to August 24th, clearly confirming both the circuit board and smoke detector were faulty - the circuit board failed on or about July 28, 2016 and the smoke detector failed on or about August 24, 2016.
The comments come from a homeowner that is not an Accurate customer. Accurate installed a system for the previous homeowner in early 2013. At the time of the installation, Accurate informed the customer that due to the unusual design and location of a bonus room that was added over a garage, that...
room may heat and cool unevenly. Our customer was okay with the plan. That customer was fine with that issue and subsequent to installation believed the system provided comfortable heating and cooling for several years.The new owner, who is not an Accurate customer, subsequently installed a high end wood burning furnace into the existing ductwork system that produces significant BTU's. The homeowner expects the Accurate installed unit to produce similar BTU's and the system is not designed to do so. The Accurate unit is designed for the heating/cooling load of the house. The new homeowner has adamantly demanded that Accurate replace the system we installed for the previous homeowner with a larger unit at our cost.The complainants demand is unrealistic and his attitude is belligerent.
Accurate Heating and Cooling facts about this case are not accurate. When their first technician came out, I told him that the furnace/AC works for a while and after a while it will shuts down. If you go to the breaker box and turn the furnace switch off then back on, the system works again. The technician checked the furnace and said that it must be a bad circuit board. The technician installed the new circuit board after camp had closed for the year. We have not run the air conditioner after camp. A couple weeks later we had a board meeting in the dining hall and noticed that the furnace would again shut down. Again we could get the AC to run by flipping the furnace switch off than back on. Today, we are here in camp for a work weekend, and the AC works for a while and then shuts down. So, since we have the same situation as before we spent $470 to get it fixed, we feel that we should receive a refund because the problem is not fixed. It's true that I'm looking out for the camp's best interest, but even more, I just want to be treated fairly.
I am that business owner and we have been in business for 38 years. One thing I have learned in my 30+ years of this and other business experience is that some customers can not and/or will not be satisfied. Mr. [redacted] is one of those customers. I choose to take the high road and not throw darts from our attempted and actual interactions with him which have been less than professional. Sometimes it is necessary to fire a customer. Mr. [redacted] - you are fired from Accruate Heating and Cooling. Not one of our employees who has had contact with you wants to work with you. We serve more than 20,000 customers very successfully each year. Apparently those standards that delight or at a minimum satisfy those 20,000 customers, do not work for Mr. [redacted]. I wish Mr. [redacted] and his future HVAC provider much success.
I would prefer not to continue this one sided banter as it adds no value to either party. Unfortunately this discussion is about opinions and perceptions rather than facts. The result: no one wins the debate. But since the complainant wants to continue the banter, we will provide our "defense", which is only our perspective. Certainly he will have another perspective.Related to the combustion venting issue. There is no risk in bringing air into the combustion chamber from the garage. That air is used in combustion process then vented outside the house. It is not circulated throughout the house via the duct system. In addition, that is the same air that the customer is pulling into his garage positioned wood/oil burning heating system. A system installed by the experts who have criticized our install. Having said that, Accurate, without admitting error, did offer to extend the intake vent pipe outside the garage, but the complainant refused until we "fixed everything else wrong with the system". Accurate replaced the unit that was in place at the request of our customer (not the current homeowner). At the time we replaced the previous unit, the house structure was just as it is now and had been for some time. Our customer was replacing the unit, not because the unit did not sufficiently heat the house, but because the unit stopped working. Our customer knew the unit had to be working in order the sell the house. Actually the unit installed by Accurate produced more BTU's than the unit we replaced. Previous unit was 80,000 BTU's at 80% efficiency (64,000 output) with a 3 ton blower. The unit installed by Accurate was 80,000 BTU's at 92% efficiency (73,600 output) with a 4 ton blower. The system is not undersized. If it was the unit would run non-stop and never satisfy the call for heat from the thermostat. That is not the case. The new homeowner uses the bonus room as a master bedroom. He states that his new wood/oil unit keeps the bonus room warm. The fact that the wood/oil burner sits in the garage right below the bonus room contributes to that comfort level. Accurate did discuss potential bonus room issues with our customer before replacing the system. The previous homeowner did not want to modify duct work due to the related cost. Accurate quoted and provided a replacement furnace. That is all Accurate is responsible for.
I am that business owner and we have been in business for yearsOne thing I have learned in my 30+ years of this and other business experience is that some customers can not and/or will not be satisfiedMr [redacted] is one of those customersI choose to take the high road and not throw darts from our attempted and actual interactions with him which have been less than professionalSometimes it is necessary to fire a customerMr [redacted] - you are fired from Accruate Heating and CoolingNot one of our employees who has had contact with you wants to work with youWe serve more than 20,customers very successfully each yearApparently those standards that delight or at a minimum satisfy those 20,customers, do not work for Mr [redacted] I wish Mr [redacted] and his future HVAC provider much success
On 1-9-I received an e-mail from you saying the business contacted you and had left messages with me trying to resolve this issue.I have not received any of these messages!They also claimed they would refund the labor charges for the first two visits.On 1-10-(Sat.) I called the business & got some answering service & was told I would have to call during the week.On Tues1-13-I called the business & was told that the person I needed to talk to was out until Friday & that he would call me FridayHe did not!On Monday 1-19-I called the business & was told he was in a meeting & call me backHe did!!!!After a heated discussion, he said he would refund the the labor charges & I should find a different service provider.On Friday 1-23-I received a check for part of what he promised not only me but also you!!! Read his response!!Clearly this business owner is dishonest & no one should put any faith in what he says
Accurate has not and will not intentionally run up a bill on any customerUnfortunately diagnosing HVAC system issues is not like following a simple recipeAccurate made three trips to this customer's houseOn the first trip our technician found a dirty flue pipe and after cleaning the flue pipe,
he cycled the system several times and it operated correctlyOn the second visit the same error code occurred indicating there were other issues IN ADDITION to the dirty flue pipe that was corrected on the first visitThe error code for a pressure switch issue was resolved on this call.An unrelated issue was addressed on the third visitAccurate replaced a control board under a parts warrantyThe most important part of our response is thisWe have issued a credit for all parts used on this job AND would be willing to issue a credit for the labor on the first two visits if the customer would return any of our employees' phone callsWe are not perfect and may have misdiagnosed the pressure switch, but without a return call from the customer to at least messages from different Accurate employees, we will not process the creditThank you
Jay B[redacted] did work with Ms. [redacted] to coordinate the purchase and installation of an 11KW generator by Accurate at her home. Ms. [redacted] is correct that the installation took longer than either party expected. Various factors contributed to that delay. The installation was completed in January 2016. The...
generator is a large national brand and in no way would be classified as a lemon. The weekly test runs worked as scheduled until the unit was put under a heavy load during the first power outage. Accurate's service technician and manager worked with the manufacturer to determine the unit had a defective part (the flywheel). The manufacturer provided the new part and Accurate replaced the part and restored the unit to working order.The manufacturer and Accurate offered on August 17, 2016 to extend Ms. [redacted] warranty from the repair date for 5 years - parts and labor as well as compensate her for damaged food and work time lost. Ms. [redacted] has not responded to that offer as of August 19, 2016 at 10:22 AM.
I am very disappointed at the number of errors in Ms. [redacted]'s response. Honestly some are not errors, they are outright false statements. I will try to address those errors as I lay out a timeline of error interactions with Ms. [redacted]'s HVAC equipment and her personally.May 3 - Ms. [redacted] called us to repair her AC (she called, not her warranty company - if she wants to discuss implied warranty/liability) Our technician diagnosed and repaired the AC unit. Replaced a leaking schrader valve (installed by others) and added 15 pounds of refrigerant. The unit was cooling when we left. We invoiced only the diagnostic as we were working WITH Ms. [redacted] and her warranty company. We did call her warranty company (which is not against our company policy BTW). The call was cut off during the call so our technician did review the warranty paperwork and told Ms. [redacted] that refrigerant was not specifically excluded - not that is was covered. Our payment terms are due upon completion of visit. The diagnostic was billed but not paid. Total charges for the visit were diagnostic - $59, part/labor/refrigerant ($900) - $1058. May 5 - we sent an invoice for the $59 diagnostic. June 8 - we sent an invoice for the $1058 after confirming her warranty company would not pay for the refrigerant. Both parties attempted to contact her warranty company. July 5 - Accurate finally received payment for the May 3rd diagnostic of $59. May 3 - we told Ms. [redacted] that there was a crack in the furnace heat exchanger and collector box. Both make carbon monoxide poisoning a very real risk. We instructed her not to use the furnace until this was repaired. The only part left "all over her living room" was the furnace door which was the door to remind her of the risk and we believe that left off was by others. The manufacturer's warranty did not cover the necessary furnace repair as [redacted] was not the original owner. We intervened and got the heat exchanger covered but not labor and not the collector box part or labor. The cost that Accurate would have incurred with little chance of payment was $480 of labor, $259 for the collector box, and a $59 diagnostic charge. When she would not pay for the refrigerant (after numerous calls) we offered to go back and remove and remove the charges. She said if you come onto my property it will be trespassing and I will press charges.June 26 - we received a call about AC not working (it must have been working from May 3rd until then since we did not receive a call in that time period). We replaced a capacitor and were paid be her warranty company for that work on July 26th.July 14 - received an email from Ms. [redacted] that the AC is fixed and totally operational. She indicated in her response that it never worked. July 13 - Ms. [redacted] told us ijn an email that her warranty company had approved to pay for the furnace repairs. Based on prior experience with her word, we called to confirm and found this not to be the case and they had no record of an inquiry about this repair. She paid $200 by credit card on the refrigerant charge only when we promised to turn her account over to collections.
Accurate agrees to credit the $69 invoice and related finance charges if the complaint is dropped by Mr. [redacted] and the [redacted] Campground.
I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.
This customer's complaint is valid. Accurate's challenge has been that the system ([redacted]) was installed by another contractor. When the service call was requested by someone who was staying at the customer's house (the customer was in the hospital), the caller did not inform us the unit was under...
warranty. After running the call, Accurate discovered the unit was covered by a third party warranty company that requires pre-approval BEFORE the work is done. Accurate has attempted to be paid by all parties - manufacturer, distributor, third party warranty company and the homeowner - with no success.Having exhausted all options, Accurate will write off this service call which, by the way, did resolve the problem for the customer. I did contact the customer to explain our position and informed him that he will be receiving and zero balance statement.
Ms. [redacted]'s allegations are totally false. The truth is that we performed work on her air conditioning unit. We repaired the unit to working condition, She informed us that the repair was covered by her home warranty service company ([redacted]). Her warranty company only paid Accurate for the cost to...
replace the damaged part - part cost and labor. They will not pay Accurate for the cost of refrigerant that was lost due to the damaged part - almost $1100. Accurate did not install this equipment and has never serviced the equipment before this time. Accurate has talked to her warranty company on multiple occasions and they are adamant that their contract with Ms. [redacted] precludes them from paying for refrigerant. Although we do not agree their contract provides that exclusion. we have informed Ms. [redacted] on multiple occasions that she owes Accurate $1100. We are not party to her contract with the warranty contract. We also informed her that her heat exchanger (used only in heating mode) is cracked and should not be used as it is a very real carbon monoxide threat. We did check with her home warranty company and they will not pay anything to replace the heat exchanger as it is covered under a parts only warranty from the manufacturer. They will not cover our labor which is approximately $480. Ms. [redacted] continues to tell us when we call her to collect our outstanding balance that she has talked to her warranty company and they have agreed to pay. That is not the truth. She also has threatened Accurate "that my son is an attorney and......." Accurate performed the work and has not been paid. We intend to vigorously pursue collection of the outstanding balance.
We have responded to this complaint in the past. Unsure why we are seeing this again. Ms. [redacted]'s generator has been replaced and additional compensation was paid to address her stated loss.
With all due respect to Mr. [redacted] and especially understanding his objective to protect the interests of the church camp that he represents, I am not sure he understands all the facts. Accurate did replace a faulty circuit board on August 5, 2016. The circuit board that was replaced was in fact...
faulty as the system operated once the new board was installed. Had the original circuit not been bad and the only problem was the smoke detector (as Mr. [redacted] purports) the system would not have worked after replacing the board until the smoke detector was repaired almost three weeks later on August 24, 2016. The HVAC system did in fact function as intended from August 5th to August 24th, clearly confirming both the circuit board and smoke detector were faulty - the circuit board failed on or about July 28, 2016 and the smoke detector failed on or about August 24, 2016.
The comments come from a homeowner that is not an Accurate customer. Accurate installed a system for the previous homeowner in early 2013. At the time of the installation, Accurate informed the customer that due to the unusual design and location of a bonus room that was added over a garage, that...
room may heat and cool unevenly. Our customer was okay with the plan. That customer was fine with that issue and subsequent to installation believed the system provided comfortable heating and cooling for several years.The new owner, who is not an Accurate customer, subsequently installed a high end wood burning furnace into the existing ductwork system that produces significant BTU's. The homeowner expects the Accurate installed unit to produce similar BTU's and the system is not designed to do so. The Accurate unit is designed for the heating/cooling load of the house. The new homeowner has adamantly demanded that Accurate replace the system we installed for the previous homeowner with a larger unit at our cost.The complainants demand is unrealistic and his attitude is belligerent.
Accurate Heating and Cooling facts about this case are not accurate. When their first technician came out, I told him that the furnace/AC works for a while and after a while it will shuts down. If you go to the breaker box and turn the furnace switch off then back on, the system works again. The technician checked the furnace and said that it must be a bad circuit board. The technician installed the new circuit board after camp had closed for the year. We have not run the air conditioner after camp. A couple weeks later we had a board meeting in the dining hall and noticed that the furnace would again shut down. Again we could get the AC to run by flipping the furnace switch off than back on. Today, we are here in camp for a work weekend, and the AC works for a while and then shuts down. So, since we have the same situation as before we spent $470 to get it fixed, we feel that we should receive a refund because the problem is not fixed. It's true that I'm looking out for the camp's best interest, but even more, I just want to be treated fairly.
I am that business owner and we have been in business for 38 years. One thing I have learned in my 30+ years of this and other business experience is that some customers can not and/or will not be satisfied. Mr. [redacted] is one of those customers. I choose to take the high road and not throw darts from our attempted and actual interactions with him which have been less than professional. Sometimes it is necessary to fire a customer. Mr. [redacted] - you are fired from Accruate Heating and Cooling. Not one of our employees who has had contact with you wants to work with you. We serve more than 20,000 customers very successfully each year. Apparently those standards that delight or at a minimum satisfy those 20,000 customers, do not work for Mr. [redacted]. I wish Mr. [redacted] and his future HVAC provider much success.
I would prefer not to continue this one sided banter as it adds no value to either party. Unfortunately this discussion is about opinions and perceptions rather than facts. The result: no one wins the debate. But since the complainant wants to continue the banter, we will provide our "defense", which is only our perspective. Certainly he will have another perspective.Related to the combustion venting issue. There is no risk in bringing air into the combustion chamber from the garage. That air is used in combustion process then vented outside the house. It is not circulated throughout the house via the duct system. In addition, that is the same air that the customer is pulling into his garage positioned wood/oil burning heating system. A system installed by the experts who have criticized our install. Having said that, Accurate, without admitting error, did offer to extend the intake vent pipe outside the garage, but the complainant refused until we "fixed everything else wrong with the system". Accurate replaced the unit that was in place at the request of our customer (not the current homeowner). At the time we replaced the previous unit, the house structure was just as it is now and had been for some time. Our customer was replacing the unit, not because the unit did not sufficiently heat the house, but because the unit stopped working. Our customer knew the unit had to be working in order the sell the house. Actually the unit installed by Accurate produced more BTU's than the unit we replaced. Previous unit was 80,000 BTU's at 80% efficiency (64,000 output) with a 3 ton blower. The unit installed by Accurate was 80,000 BTU's at 92% efficiency (73,600 output) with a 4 ton blower. The system is not undersized. If it was the unit would run non-stop and never satisfy the call for heat from the thermostat. That is not the case. The new homeowner uses the bonus room as a master bedroom. He states that his new wood/oil unit keeps the bonus room warm. The fact that the wood/oil burner sits in the garage right below the bonus room contributes to that comfort level. Accurate did discuss potential bonus room issues with our customer before replacing the system. The previous homeowner did not want to modify duct work due to the related cost. Accurate quoted and provided a replacement furnace. That is all Accurate is responsible for.