Waychoff's Heating and Air Conditioning

Complaint: [redacted] I am rejecting this response because: Regards, [redacted] [redacted] RESPONSE FOLLOWS: MR [redacted] ’S RESPONSE SPOKE ONLY TO THE ISSUE OF NOT GETTING PAIDHE IS NOT DEFENDING THE SHODDY WORK DONE BY HIS TECHNICIAN; WHICH IS THE REASON HE WASN’T PAID IN THE FIRST PLACE MR [redacted] ’S RESPONSE DID NOT INCLUDE A SINGLE WORD REGARDING THE FAILURE OF THE HEAT PUMP A FEW HOURS AFTER IT WAS REPAIRED BY HIS COMPANYIS MR [redacted] ’S CLAIMING IT IS JUST A COINCIDENCE THAT THE COMPRESSOR WORKED FINE FOR SEVEN YEARS ONLY TO FAIL ONLY A FEW HOURS AFTER MR [redacted] ’S TECHNICIAN REPAIRED IT? Mr [redacted] ’s response to my Revdex.com complaint with my comments [redacted] Revdex.com response narrative in black [redacted] comments in red [redacted] [redacted] called in for a service call on 7/1/ Once the service tech arrived and informed the homeowner that his refrigerant had leaked out through the thermal plug which indicates there was an issue with high head pressure The only way to check the system any further is to temporarily seal the valve so it would hold refrigerant to further diagnose the system temporarily? The [redacted] tech welded the valve, added refrigerant, started the system, put the covers back on the unit and presented me with the bill on his tablet computerThis was not a temporarily fix After approval from homeowner the technician sealed the valve and was adding refrigerant to the systemHomeowner did not approve sealing the valve since homeowner didn’t even know what the valve was forTech told homeowner he did not know what the valve was for eitherHomeowner tried to help by putting tech in telephone conversation with [redacted] technical support The [redacted] tech spoke with the [redacted] rep for a minute but refused his assistanceEven though the [redacted] tech didn’t know what the valve was for, he welded it closed anywayThis despite me being advised by [redacted] technical support not to weld over the valve Mr [redacted] called me at the office and said he googled price of wholesale refrigerant and was not paying us the agreed amountMr [redacted] checked local retail price for refrigerant and found it to be $per poundThe [redacted] tech had quoted $per poundMr [redacted] spoke with Mr [redacted] on the phone relating the huge markup for refrigerantMr [redacted] stated that the markup was due to the labor associated with the installation of the refrigerantMr [redacted] watched the refrigerant being installedIt took minutesRegarding the shoddy way the repair was made, Mr [redacted] assured that the repairs were made properly I stopped the technician and we left Mr***’s home without payment of any kind and without further diagnosis of the system“further diagnosis of the system?” The [redacted] tech had already replaced the covers and presented me with a billThe contention that the tech was going to perform any “further diagnosis” is false Mr [redacted] requested a copy of the billThe [redacted] tech refused to provide a paper copy or email a copy until Mr [redacted] had paid the billMr [redacted] refused At this point Mr [redacted] is not a customer because he refused to pay us after telling the technician to add the refrigerant Mr [redacted] planned on ripping us off from the start and [redacted] ’s will NOT do anything for Mr*** Mr [redacted] felt that he was being way over charged for the refrigerant, a 500% markupIn addition, Mr [redacted] had serious concerns regarding the shoddy way the [redacted] tech did the repairIndeed, the heat pump failed after running a few hours If Mr [redacted] had paid the $requested by the [redacted] tech, he would be out the $plus the destroyed heat pump

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

Thank you for letting us know on multiple platforms of your concerns, Mr [redacted] Our records, as well as the invoice left with the customer, indicate that we visited their home on 5/9/and 5/12/2016, which are the visits that Mr [redacted] is referencing in their Revdex.com complaintOn 5/9/2016, we arrived to their home to find that the system was completely frozenWe recommended the replacement of the evaporator coilOnce this was approved and the replacement completed, we could further diagnose any more problems in the systemIt was imperative to replace the evaporator coil in order to further diagnose system performanceOn 5/12/2016, we visited the home to install that approved parts (evaporator coil) that were ordered on 5/9/and conduct the further diagnosticsOn 5/12/2016, we removed the evaporator coil, installed the new evaporator coil, sealed the system, pressure tested and evacuated the system to remove any moisture, and then recharged the systemAfter replacing the evaporator coil, we were able to conduct further diagnosticsWe found that the compressor was starting at a higher than rated amperage which caused the melting of the disconnect switch and weakening of the capacitorIn order to prolong the system’s life and lower the compressor amperage, we recommended the replacement of the disconnect switch and capacitor, as well as the installation of a hardstart kitThe hardstart kit lowers the starting amperage of the compressorThese items were completed after the customer’s approvalThe weakened and nonoperational parts were damaged due to the compressor overheating/over-ampingThe compressor’s high starting amperage and overheating was due to it attempting to run while being frozenAt the 5/12/visit, our technician upgraded the customer to one of our maintenance plansHe recommended this so that the customer’s $service call fee would be waived and our maintenance plan’s discount on parts/labor would be applied to that large repairAfter our repairs during our 5/12/visit, the customer’s a/c system was running good and no further trouble was foundIt is important to note that the terminology used in the invoice that we provided to the customer, indicates that the installation of a hardstart is used to only prolong compressor lifeIt implies that the compressor has long-term effects from the high amperage and overheating caused by the frozen systemThe hard start that we installed on 5/12/did, in fact, extended the life of the compressor for a full yearWithout the installation of the hard start, the complete compressor replacement would have had to occur on 5/12/As far as not contacting Mr [redacted] to schedule the second maintenance visit, we made a sufficient amount of attempts to contact Mr [redacted] It is our company policy to make 3-attempts at contacting a home [redacted] for their home’s air conditioning maintenanceAfter making attempts to make contact and leaving voicemails, we must rely on the home [redacted] to contact us for scheduling, like Mr [redacted] did on 4/28/We do not want to harass a customer with repeated phone calls if they do not wish to schedule the maintenanceOn 4/28/2017, we returned to the customer’s home after they requested their second, and final, system maintenanceWe arrived at the customer’s home and identified that the compressor was again over ampingThis was due to the long-term effects from the damage caused by the frozen system in At this time, we recommended the replacement of the compressorUnlike in 2016, the compressor’s life could not be extended again by a hardstart kitThe compressor needs to be completely replacedMr [redacted] implies that we enjoy not scheduling the prepaid maintenance appointments, which could not be further from the truthWe would much rather come to a customer’s home for a thorough maintenance then have their family uncomfortable in a hot houseI have also not received any reports of electrocution or employee injury from our field technicians, which they are required to report

We have already refunded the $they paid for service callIt should show on their account today We do understand they are on a fixed income and they said so when they called in Glad they were able to get it done cheaper The items we recommended will go out They do show signs of wear and are recommended to be replacedI understand because you can't afford it that you only want to replace the item that is keeping your system from runningOnce they go out this summer you will have to replace them at that timeYou can replace them one by one as needed We always recommend to replace them so you don't have to deal with it laterThat approach is not for everyoneMaybe you found someone that will do the repairs cheaperHopefully he is around when they do fail