Waychoff's Heating and Air Conditioning Inc.

We have already refunded the $86 they paid for service call. It 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 replaced. I understand because you can't afford it that you only want to replace the item that is keeping your system from running. Once they go out this summer you will have to replace them at that time. You can replace them one by one as needed.  We always recommend to replace them so you don't have to deal with it later. That approach is not for everyone. Maybe you found someone that will do the repairs cheaper. Hopefully he is around when they do fail.

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 5/9/2016 and 5/12/2016, which are the visits that Mr. [redacted] is referencing in their Revdex.com complaint. On 5/9/2016, we...

arrived to their home to find that the system was completely frozen. We recommended the replacement of the evaporator coil. Once this was approved and the replacement completed, we could further diagnose any more problems in the system. It was imperative to replace the evaporator coil in order to further diagnose system performance. On 5/12/2016, we visited the home to install that approved parts (evaporator coil) that were ordered on 5/9/2106 and conduct the further diagnostics. On 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 system. After replacing the evaporator coil, we were able to conduct further diagnostics. We found that the compressor was starting at a higher than rated amperage which caused the melting of the disconnect switch and weakening of the capacitor. In 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 kit. The hardstart kit lowers the starting amperage of the compressor. These items were completed after the customer’s approval. The weakened and nonoperational parts were damaged due to the compressor overheating/over-amping. The compressor’s high starting amperage and overheating was due to it attempting to run while being frozen. At the 5/12/2016 visit, our technician upgraded the customer to one of our maintenance plans. He recommended this so that the customer’s $86 service call fee would be waived and our maintenance plan’s discount on parts/labor would be applied to that large repair. After our repairs during our 5/12/2016 visit, the customer’s a/c system was running good and no further trouble was found. It 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 life. It implies that the compressor has long-term effects from the high amperage and overheating caused by the frozen system. The hard start that we installed on 5/12/2016 did, in fact, extended the life of the compressor for a full year. Without the installation of the hard start, the complete compressor replacement would have had to occur on 5/12/2016. 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 3-4 attempts at contacting a home [redacted] for their home’s air conditioning maintenance. After 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 4/28/2017. We do not want to harass a customer with repeated phone calls if they do not wish to schedule the maintenance. On 4/28/2017, we returned to the customer’s home after they requested their second, and final, system maintenance. We arrived at the customer’s home and identified that the compressor was again over amping. This was due to the long-term effects from the damage caused by the frozen system in 2016. At this time, we recommended the replacement of the compressor. Unlike in 2016, the compressor’s life could not be extended again by a hardstart kit. The compressor needs to be completely replaced. Mr [redacted] implies that we enjoy not scheduling the prepaid maintenance appointments, which could not be further from the truth. We would much rather come to a customer’s home for a thorough maintenance then have their family uncomfortable in a hot house. I have also not received any reports of electrocution or employee injury from our field technicians, which they are required to report.

Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
RESPONSE FOLLOWS:
MR. [redacted]’S
RESPONSE SPOKE ONLY TO THE ISSUE OF NOT GETTING PAID. HE 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 COMPANY. IS 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] called in for a service call on 7/1/2014.  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 computer. This was not a temporarily fix.  
After approval from homeowner the technician sealed the valve and
was adding refrigerant to the system. Homeowner did not approve sealing
the valve since homeowner didn’t even know what the valve was for. Tech told
homeowner he did not know what the valve was for either. Homeowner 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
assistance. Even though the [redacted] tech didn’t know what the valve was for,
he welded it closed anyway. This 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 amount. Mr. [redacted]
checked local retail price for refrigerant and found it to be $17 per
pound. The [redacted] tech had quoted $85 per pound. Mr. [redacted] spoke with Mr. [redacted] on the phone relating the huge markup for refrigerant. Mr. [redacted]
stated that the markup was due to the labor associated with the installation of
the refrigerant. Mr. [redacted] watched the refrigerant being installed. It took 7
minutes. Regarding the shoddy way the repair was made, Mr. [redacted] assured
that the repairs were made properly.
I stopped the technician and we left Mr. [redacted]’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 bill. The contention that the tech was going to perform any
“further diagnosis” is false.
Mr. [redacted] requested a copy of the bill. The [redacted] tech refused to
provide a paper copy or email a copy until Mr. [redacted] had paid the bill. Mr. [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. [redacted].  
Mr. [redacted] felt that he was being way over charged for the
refrigerant, a 500% markup. In addition, Mr. [redacted] had serious concerns regarding the
shoddy way the [redacted] tech did the repair. Indeed, the heat pump failed after
running a few hours.
If Mr. [redacted] had paid the $669 requested by the [redacted] tech, he
would be out the $669 plus the destroyed heat pump.

Complaint: [redacted]
I am rejecting this response because:1. The technician who performed the maintenance on the coil and the capacitor did indeed electrocute himself. He walked in my house right after it happened. He was shaking and frazzled. I gave him some water and he requested to sit down for a few minutes in the house where it was cooler to gather himself. 2. It wasn't until this that the compressor had tested weak. 3. The company had the wrong phone number on file for me and changed it when I called in the first time on Thursday 4/27 to report my A/C not functioning. They also have my email on file and made no attempt to contact me via email. 4. Not having routine maintenance on your system results in shorter lifespan as it says on there phone system when you call them. I have been provided no resolution. The [redacted] has not attempted to contact me and I have requested to speak with him since Monday the 1st of May. I have been without A/C since 4/27. They have offered no solutions except for me to pay full retail which they have not quoted me a price on yet. I would like substantial reimbursement for services not performed and hardship since I've been without A/C for 9 days in Florida. 
Regards,
[redacted]