This home owner is correct that we have made many trips to her home in order to try to satisfy her This home owner was not our client We installed the air conditioning system for the home builder according to their specifications.Many of the service calls were related to a leak in the refrigerant lines which was determined to have been caused by another trade -- a nail in the line After several trips, we found and repaired the leak, even though it was not a warranty item.On another call, we determined that the gas valve to the unit had been turned off or had not been turned on We took care of this as well On one trip we found a dirty and clogged air filter -- a home owner responsibility.We have done air balances for this home on at least two occasions, both of which were attended by the room mate, not the complaining home owner On both occasions the home owner's room mate was satisfied with the work!On our last visit on July 2017, we re-adjusted the air flow to meet their requirements When we left, the home was at degrees and 46% humidity when the outdoor temperature was degrees The entire system was performing to specification.We work tirelessly for our home builder clients and their home buyers to try to satisfy them Sometimes the expectations do not meet what they bought That may be the case here We have responded to all of their service requests and have done work that was outside of our warranty requirements on a number of calls in an effort to satisfy this home buyer Further, they have never been bill for any of the work!Our willingness to help this home owner should be well evidenced by the efforts we have made on their behalf
Dear Ms***Please add the following to my response: "On August 15th we were again called to Mrs***s' home to respond to a "noise in the attic" complaint When we arrived, we found a dirty filter in the AC return, causing a whistling noise.We removed the filter, ending the
noise Mrs*** stated that she would replace the filter with a clean one This, again, is the maintenance responsibility of the home owner."Thank you,*** ** ***, President1st Choice Companies 1st Choice Heating & Air Conditioning, LLC 1st Choice Restaurant Equipment & Supply, LLC 1st Choice Leasing, LLC*** *** ***San Antonio, TX ***Phone: *** ***Cell: *** ***Fax: *** ***
***
Mrs*** has had several issues We have been to her home on several occasions Her first complaint on July 22nd was that her home was humid We checked the system and found nothing our of specification On July 26th we were again called to respond to the unit not working We found that the problem was a burnt defrost board When we arrived at the home, we found the breaker to the condensing unit tripped, the board shorted and the condenser coil very dirty We cleaned the condenser coil (This is the homeowners maintenance responsibility, not warranty We charged for this work) It appeared that there had been a serious power surge We also re-insulated the copper tubing outside the home We let Mrs*** know that we would have to obtain the part and would return to install it On July 29th we returned to install the board, checked the operation and left the system running properly!I am sorry that Mrs*** felt that she was not treated properly In the middle of July, all of our Technicians are working as hard as they can to take care of our clients There doesn't seem to be enough time in the day to get all of our work done I ask that, this time of year, our clients be patient and we will solve their issues as quickly as we are able
I find that most of what *** has relat** is accurate. When an air conditioning system leaks refrigerant, it often causes the coil to freeze up. This can, and often does, cause significant water leaks. I believe that this is what was going on in ***'s home. He did,
in fact, state that ***-*** found a leak and add** refrigerant gas. When our first tech went to the home he found a bad capacitor, which he replaced. The part was under warranty, and *** was charg** only for a service call. On a subsequent visit we discover** that the float switch in the drain pan had failed. We replac** that at no charge to ***. Finally, it was determin** that there is a leak in the evaporator coil. A new coil was acquired, under warranty, for ***. I told *** that I would help him with the labor cost. I did, in fact, offer him our "Preferr** Customer" price. I guess that he expect** it to cost less. I sent the coil and two of my techs to his home yesterday afternoon, but he sent them away and the work was not completed.*** has liv** in this home since and had not previously contact** my company. It has been out of labor warranty for several years. We have not been request** to maintain the system for *** at any time prior to this incident. We have really tri** to help ***, and are prepar** to install the coil upon his agreement for us to do the work and for him to pay for it
Complaint: ***I am rejecting this response because:First off, what *** has respond** is slightly incorrect so let me correct his statementsHe stat** that I said *** *** "found a leak"What I actually said in my initial complaint is this, "*** *** said the leak is PROBABLY coming from the unit in the attic as there was no sign of a leak on the outside unitThey suggest** I contact the company that installed the unit due to the fact that I was still under the year parts warranty . They did not want to tear apart the unit in the attic to look for a leak just yet due to the fact that they weren't sure if they were going to do the repair or not*** *** want** to wait until I spoke to the original installer." Therefore, *** *** never "found a leak". In regards to *** offering his "Preferred Customer" price, I was not made aware of any of thisAs I stat** before, ** did say he would help me out on the labor rates but fail** to give me any actual pricing during our conversationThe first time I heard of any pricing was when the technician told me over the phone at 6:pm Monday July 13th. Remember, I had schedul** my appointment at 8:am July 13thWhen I expressed the disapproval of the price, I request** to speak to ** for further explanationMy phone call was not returnedIn fact, the next time I spoke to ** was on Wednesday July 15th when I call** his office** nor 1st Choice had made ANY attempt to get in contact with me During our conversation on Wednesday, ** did explain the rates and said that the labor rate to install the coil would be around $1,He said he was giving me the "Preferr** Customer" price which would be around $1,To me, that seems a little high for a max hour jobI actually call** *** *** to compare rates and they quot** me under $for the installSo, it appears that the labor rates that 1st Choice have are astronomical and unreasonable!! When I mention** to ** about the lower rates he said and I quote, "good for you for finding a lower rate". Now, back to his responseLastly ** stat** that he "sent the coil and two of my techs to his home yesterday afternoon, but he sent them away and the work was not completed"I can assure you, there were NO technicians that came to my house that eveningThe only technician that came to my house was ** and that was at 3:pm** CALL** me at 6:pm to tell me about the coil and the priceThat is when I refus** and requested to speak with ** for an explanationWhich come to find out, ** never communicat** my request to ** which then goes back to my complaint about the inferiority of the service that 1st Choice provides.I have some deep concerns regarding the quality of service that 1st Choice providesI believe it is substandard and deserves a closer look at their policies and proceduresThe initial call to them was to come out to look at/ inspect a freon leak in my unitI was told by the first technician that it was NOT a freon leak but a bad capacitorIt took them three times to come out there to finally figure out it was in fact a freon leakEach time they came out, the problem became significantly worse resulting in water/ sheetrock damage to my ceilingWhen I ask** ** about any suggestions regarding the damage and if he was going to take care of it, he profoundly said, "I will not do anything and I have no suggestions for youI wish you well" and that was itTherefore, I am stuck with the not only the cost of the AC repair but also with the cost of the repair to the water damage to my house. This all could have been avoid** if 1st Choice would have repair** the original issue they were call** for the FIRST time they came out!!My recommendation to anyone looking for AC service in the *** *** *** *** area is to avoid 1st Choice Heating and Air Conditioning at ALL costsIt has been nothing but a burden on me for the past month and I highly regret ever getting in contact with them.Regards,*** ***
I appreciate Mr***'s concerns We installed the air conditioning for our client, Armadillo Homes, not for Mr*** We installed the system based upon the plans and specifications given to us, and according to the Manual J load calculations performed.Since the home has been occupied we
have made many visits, all at no charge, to try to satisfy this homeowner We were there again as recently as yesterday, August 11, The only complaint is the son's bedroom is warmer than the rest of the home Part of the problem is that the son stays in the room with the door closed playing video games on a large screen TV This adds heat load to the bedroom The biggest problem is that the home owner maintains the thermostat at or degrees This causes the cooling cycle to be very short and does not give enough cooling time to satisfy the demand in the son's room This problem can be eliminated by setting the thermostat to a lower temperature and allowing enough run time to cool the room! Also, an additional return in the son's room would help with circulation of air This was not called for in the builder's specs We can add this for Mr***, but there would be a charge for the work.We have agreed to schedule a re-balance of the air flow to insure that each room meets the design criteria; however, this alone will not solve the cooling problem The AC has to run to cool the home!I believe that Armadillo Homes offers this plan with two AC systems It is an extra cost option and is available for those home buyers who want to control each floor of the home separately
I am not personally aware of this client; however, I am told that the call we received today is the first we have received since the system was installed in October of 2014. We install the product, but we do not manufacture it. That is why both the manufacturer and 1st Choice provide a
warranty. The labor warranty registration was receive only today, via e-mail, seven months after the equipment was installed! I certainly hope that the client registered their parts warranty with ***We will take care of the service request today. If the client was promised free filters, I will see that they receive them.Sincerely,** *** ***
This home owner is correct that we have made many trips to her home in order to try to satisfy her This home owner was not our client We installed the air conditioning system for the home builder according to their specifications.Many of the service calls were related to a leak in the
refrigerant lines which was determined to have been caused by another trade -- a nail in the line After several trips, we found and repaired the leak, even though it was not a warranty item.On another call, we determined that the gas valve to the unit had been turned off or had not been turned on We took care of this as well On one trip we found a dirty and clogged air filter -- a home owner responsibility.We have done air balances for this home on at least two occasions, both of which were attended by the room mate, not the complaining home owner On both occasions the home owner's room mate was satisfied with the work!On our last visit on July 2017, we re-adjusted the air flow to meet their requirements When we left, the home was at degrees and 46% humidity when the outdoor temperature was degrees The entire system was performing to specification.We work tirelessly for our home builder clients and their home buyers to try to satisfy them Sometimes the expectations do not meet what they bought That may be the case here We have responded to all of their service requests and have done work that was outside of our warranty requirements on a number of calls in an effort to satisfy this home buyer Further, they have never been bill for any of the work!Our willingness to help this home owner should be well evidenced by the efforts we have made on their behalf
I am very disappoint** that *** feels this way. We install** the air conditioning system in for the homebuilder. We had no contact whatsoever with *** until he call** us to address a problem he had originally call** another company to fix. The only reason we were contact** was because *** thought he might be able to take advantage of a warranty in order to save money. When our tech first went to inspect the system, There was no apparent leak in the system that could be detect** without an isolation test -- a test where the coil, the copper lines and the condensing unit are separated, pressuriz** and check** for their ability to hold the pressure. This option was given to ***, but he didn't want to pay for it. Also, at the time my tech visit** ***, he found a bad capacitor and replac** it, leaving the system running and cooling. The system subsequently lost part of the charge, froze up, and leak** water which caus** damage to ***'s ceiling. I am very sorry that this happened, but we did not cause this. *** wants us to pay for his problem when it could have been avoid** by either having the first company do the requir** work or by allowing us to do the leak check when we suggest** it!
Mr& Mrs*** were serviced last Thursday. Our tech checked the system which was working properly. He determined that the rooms which were the subject of the complaint were not returning enough air. The builder was contacted and is going to cut the bottom of the doors to
the correct spacing in order to allow sufficient return air. I believe the client has been satisfied
This home owner is correct that we have made many trips to her home in order to try to satisfy her This home owner was not our client We installed the air conditioning system for the home builder according to their specifications.Many of the service calls were related to a leak in the refrigerant lines which was determined to have been caused by another trade -- a nail in the line After several trips, we found and repaired the leak, even though it was not a warranty item.On another call, we determined that the gas valve to the unit had been turned off or had not been turned on We took care of this as well On one trip we found a dirty and clogged air filter -- a home owner responsibility.We have done air balances for this home on at least two occasions, both of which were attended by the room mate, not the complaining home owner On both occasions the home owner's room mate was satisfied with the work!On our last visit on July 2017, we re-adjusted the air flow to meet their requirements When we left, the home was at degrees and 46% humidity when the outdoor temperature was degrees The entire system was performing to specification.We work tirelessly for our home builder clients and their home buyers to try to satisfy them Sometimes the expectations do not meet what they bought That may be the case here We have responded to all of their service requests and have done work that was outside of our warranty requirements on a number of calls in an effort to satisfy this home buyer Further, they have never been bill for any of the work!Our willingness to help this home owner should be well evidenced by the efforts we have made on their behalf
Dear Ms***Please add the following to my response: "On August 15th we were again called to Mrs***s' home to respond to a "noise in the attic" complaint When we arrived, we found a dirty filter in the AC return, causing a whistling noise.We removed the filter, ending the
noise Mrs*** stated that she would replace the filter with a clean one This, again, is the maintenance responsibility of the home owner."Thank you,*** ** ***, President1st Choice Companies 1st Choice Heating & Air Conditioning, LLC 1st Choice Restaurant Equipment & Supply, LLC 1st Choice Leasing, LLC*** *** ***San Antonio, TX ***Phone: *** ***Cell: *** ***Fax: *** ***
***
Mrs*** has had several issues We have been to her home on several occasions Her first complaint on July 22nd was that her home was humid We checked the system and found nothing our of specification On July 26th we were again called to respond to the unit not working We found that the problem was a burnt defrost board When we arrived at the home, we found the breaker to the condensing unit tripped, the board shorted and the condenser coil very dirty We cleaned the condenser coil (This is the homeowners maintenance responsibility, not warranty We charged for this work) It appeared that there had been a serious power surge We also re-insulated the copper tubing outside the home We let Mrs*** know that we would have to obtain the part and would return to install it On July 29th we returned to install the board, checked the operation and left the system running properly!I am sorry that Mrs*** felt that she was not treated properly In the middle of July, all of our Technicians are working as hard as they can to take care of our clients There doesn't seem to be enough time in the day to get all of our work done I ask that, this time of year, our clients be patient and we will solve their issues as quickly as we are able
I find that most of what *** has relat** is accurate. When an air conditioning system leaks refrigerant, it often causes the coil to freeze up. This can, and often does, cause significant water leaks. I believe that this is what was going on in ***'s home. He did,
in fact, state that ***-*** found a leak and add** refrigerant gas. When our first tech went to the home he found a bad capacitor, which he replaced. The part was under warranty, and *** was charg** only for a service call. On a subsequent visit we discover** that the float switch in the drain pan had failed. We replac** that at no charge to ***. Finally, it was determin** that there is a leak in the evaporator coil. A new coil was acquired, under warranty, for ***. I told *** that I would help him with the labor cost. I did, in fact, offer him our "Preferr** Customer" price. I guess that he expect** it to cost less. I sent the coil and two of my techs to his home yesterday afternoon, but he sent them away and the work was not completed.*** has liv** in this home since and had not previously contact** my company. It has been out of labor warranty for several years. We have not been request** to maintain the system for *** at any time prior to this incident. We have really tri** to help ***, and are prepar** to install the coil upon his agreement for us to do the work and for him to pay for it
Complaint: ***I am rejecting this response because:First off, what *** has respond** is slightly incorrect so let me correct his statementsHe stat** that I said *** *** "found a leak"What I actually said in my initial complaint is this, "*** *** said the leak is PROBABLY coming from the unit in the attic as there was no sign of a leak on the outside unitThey suggest** I contact the company that installed the unit due to the fact that I was still under the year parts warranty . They did not want to tear apart the unit in the attic to look for a leak just yet due to the fact that they weren't sure if they were going to do the repair or not*** *** want** to wait until I spoke to the original installer." Therefore, *** *** never "found a leak". In regards to *** offering his "Preferred Customer" price, I was not made aware of any of thisAs I stat** before, ** did say he would help me out on the labor rates but fail** to give me any actual pricing during our conversationThe first time I heard of any pricing was when the technician told me over the phone at 6:pm Monday July 13th. Remember, I had schedul** my appointment at 8:am July 13thWhen I expressed the disapproval of the price, I request** to speak to ** for further explanationMy phone call was not returnedIn fact, the next time I spoke to ** was on Wednesday July 15th when I call** his office** nor 1st Choice had made ANY attempt to get in contact with me During our conversation on Wednesday, ** did explain the rates and said that the labor rate to install the coil would be around $1,He said he was giving me the "Preferr** Customer" price which would be around $1,To me, that seems a little high for a max hour jobI actually call** *** *** to compare rates and they quot** me under $for the installSo, it appears that the labor rates that 1st Choice have are astronomical and unreasonable!! When I mention** to ** about the lower rates he said and I quote, "good for you for finding a lower rate". Now, back to his responseLastly ** stat** that he "sent the coil and two of my techs to his home yesterday afternoon, but he sent them away and the work was not completed"I can assure you, there were NO technicians that came to my house that eveningThe only technician that came to my house was ** and that was at 3:pm** CALL** me at 6:pm to tell me about the coil and the priceThat is when I refus** and requested to speak with ** for an explanationWhich come to find out, ** never communicat** my request to ** which then goes back to my complaint about the inferiority of the service that 1st Choice provides.I have some deep concerns regarding the quality of service that 1st Choice providesI believe it is substandard and deserves a closer look at their policies and proceduresThe initial call to them was to come out to look at/ inspect a freon leak in my unitI was told by the first technician that it was NOT a freon leak but a bad capacitorIt took them three times to come out there to finally figure out it was in fact a freon leakEach time they came out, the problem became significantly worse resulting in water/ sheetrock damage to my ceilingWhen I ask** ** about any suggestions regarding the damage and if he was going to take care of it, he profoundly said, "I will not do anything and I have no suggestions for youI wish you well" and that was itTherefore, I am stuck with the not only the cost of the AC repair but also with the cost of the repair to the water damage to my house. This all could have been avoid** if 1st Choice would have repair** the original issue they were call** for the FIRST time they came out!!My recommendation to anyone looking for AC service in the *** *** *** *** area is to avoid 1st Choice Heating and Air Conditioning at ALL costsIt has been nothing but a burden on me for the past month and I highly regret ever getting in contact with them.Regards,*** ***
I appreciate Mr***'s concerns We installed the air conditioning for our client, Armadillo Homes, not for Mr*** We installed the system based upon the plans and specifications given to us, and according to the Manual J load calculations performed.Since the home has been occupied we
have made many visits, all at no charge, to try to satisfy this homeowner We were there again as recently as yesterday, August 11, The only complaint is the son's bedroom is warmer than the rest of the home Part of the problem is that the son stays in the room with the door closed playing video games on a large screen TV This adds heat load to the bedroom The biggest problem is that the home owner maintains the thermostat at or degrees This causes the cooling cycle to be very short and does not give enough cooling time to satisfy the demand in the son's room This problem can be eliminated by setting the thermostat to a lower temperature and allowing enough run time to cool the room! Also, an additional return in the son's room would help with circulation of air This was not called for in the builder's specs We can add this for Mr***, but there would be a charge for the work.We have agreed to schedule a re-balance of the air flow to insure that each room meets the design criteria; however, this alone will not solve the cooling problem The AC has to run to cool the home!I believe that Armadillo Homes offers this plan with two AC systems It is an extra cost option and is available for those home buyers who want to control each floor of the home separately
I am not personally aware of this client; however, I am told that the call we received today is the first we have received since the system was installed in October of 2014. We install the product, but we do not manufacture it. That is why both the manufacturer and 1st Choice provide a
warranty. The labor warranty registration was receive only today, via e-mail, seven months after the equipment was installed! I certainly hope that the client registered their parts warranty with ***We will take care of the service request today. If the client was promised free filters, I will see that they receive them.Sincerely,** *** ***
This home owner is correct that we have made many trips to her home in order to try to satisfy her This home owner was not our client We installed the air conditioning system for the home builder according to their specifications.Many of the service calls were related to a leak in the
refrigerant lines which was determined to have been caused by another trade -- a nail in the line After several trips, we found and repaired the leak, even though it was not a warranty item.On another call, we determined that the gas valve to the unit had been turned off or had not been turned on We took care of this as well On one trip we found a dirty and clogged air filter -- a home owner responsibility.We have done air balances for this home on at least two occasions, both of which were attended by the room mate, not the complaining home owner On both occasions the home owner's room mate was satisfied with the work!On our last visit on July 2017, we re-adjusted the air flow to meet their requirements When we left, the home was at degrees and 46% humidity when the outdoor temperature was degrees The entire system was performing to specification.We work tirelessly for our home builder clients and their home buyers to try to satisfy them Sometimes the expectations do not meet what they bought That may be the case here We have responded to all of their service requests and have done work that was outside of our warranty requirements on a number of calls in an effort to satisfy this home buyer Further, they have never been bill for any of the work!Our willingness to help this home owner should be well evidenced by the efforts we have made on their behalf
I am very disappoint** that *** feels this way. We install** the air conditioning system in for the homebuilder. We had no contact whatsoever with *** until he call** us to address a problem he had originally call** another company to fix. The only reason we were contact** was because *** thought he might be able to take advantage of a warranty in order to save money. When our tech first went to inspect the system, There was no apparent leak in the system that could be detect** without an isolation test -- a test where the coil, the copper lines and the condensing unit are separated, pressuriz** and check** for their ability to hold the pressure. This option was given to ***, but he didn't want to pay for it. Also, at the time my tech visit** ***, he found a bad capacitor and replac** it, leaving the system running and cooling. The system subsequently lost part of the charge, froze up, and leak** water which caus** damage to ***'s ceiling. I am very sorry that this happened, but we did not cause this. *** wants us to pay for his problem when it could have been avoid** by either having the first company do the requir** work or by allowing us to do the leak check when we suggest** it!
Mr& Mrs*** were serviced last Thursday. Our tech checked the system which was working properly. He determined that the rooms which were the subject of the complaint were not returning enough air. The builder was contacted and is going to cut the bottom of the doors to
the correct spacing in order to allow sufficient return air. I believe the client has been satisfied