West Coast Heating & Air Conditioning, Inc.

To Whom It May Concern,This letter is in response to our customer Alison ***. West Coast Heating & Air Condinstalled new equipment consisting of a new air conditioner, new coil, new furnace and new tank less water heater in Sept2012. I went out several times due to Mrs
***'s complaints regarding not having immediate hot water and found no problems with the water heater. As you will see per the contract that I did not promise a Tune up each year as she stated in the complaint.Mrs. *** phoned the office several times before I went out again. When I went out I found that the circuit board had gone out, this was ordered and replaced at no charge and covered under warranty. Again Mrs. *** phoned the office demanding that I go out and fix the problem. After performing a complete diagnostic on the water heater I discovered that Mrs*** had hired a plumber previously, the pipe the plumber ran for the water heater was undersized. I spent several hours and did not charge her for any of my time. I called the diagnostic center and spoke with a certified Technician and went through my whole installation of the water heater the service technician found nothing wrong with my installation, however he also stated that the size of the pipe was undersized causing the water pressures to not work properly. After spending several hours on the phone with the technician he was able to walk me through adjusting twelve valves and that seemed to solve the problem.In June I had some medical issues that did not allow me to work my business. The office was closed due to not having employees to run the service field. The office was closed from June through the middle of October. I am now able to take care of warranty issues. Warranty covers year parts and year labor warranty. I did arrive unannounced but Mrs*** could have rescheduled with me. The invoice that I left on her table was not for 5 hours as she stated in her complaint, but only for hours of labor and I did not charge her for the capacitor. I will waive the charges per the invoice I left with her and will go out and reinstall the filters which are also not covered under the equipment warranty, however I will not charge her for that either.Demands requested:I have attached the copies of the invoices proving that the equipment was new at the time of installation, Sept 2012.A copy of the service invoice showing that I only charged her for hours. I really can't understand why she would think that $X hours would equal $I will waive that labor charge.I performed a tuon her furnace, but if it is not to her satisfaction then I will tune it up again, however I cleaned the furnace when I was there. From now on I will take a picture of my work for proofI will not pay for someone else to come out and check to see whether I installed new equipment, my invoices from my suppliers should be proof enough. If Mrs*** is in agreement with my offer then I will phone her to schedule a time to go out and do another tuon her furnace and install new filters this one time and hopefully this will resolve the complaint against my company. Sincerely,*** ***

To Whom It May Concern,This letter is in response to our customer Alison [redacted].  West Coast Heating & Air Cond. installed new equipment consisting of a new air conditioner, new coil, new furnace and new tank less water heater in Sept. 2012.  I went out several times due to Mrs....

[redacted]'s  complaints regarding not having immediate hot water and found no problems with the water heater.  As you will see per the contract that I did not promise a Tune up each year as she stated in the complaint.Mrs. [redacted] phoned the office several times before I went out again.  When I went out I found that the circuit board had gone out, this was ordered and replaced at no charge and covered under warranty.  Again Mrs. [redacted] phoned the office  demanding  that I go out and fix the problem.  After performing a complete diagnostic on the water heater I discovered that Mrs. [redacted]  had hired a plumber previously, the pipe the plumber ran for the water heater was undersized.  I spent several hours and did not charge her for any of my time.  I called the diagnostic center  and spoke with a certified Technician and went through my whole installation of the water heater the service technician found nothing wrong with my installation, however he also stated that the size of the pipe was undersized causing the water pressures to not work properly.  After spending several hours on the phone with the technician he was able to walk me through adjusting twelve valves and that seemed to solve the problem.In June 2015 I had some medical issues that did not allow me to work my business.  The office was closed due to not having employees to run the service field.  The office was closed from June through the middle of October.  I am now able to take care of warranty issues.  Warranty covers 5 year parts and 1 year labor warranty. I did arrive unannounced but Mrs. [redacted] could have rescheduled with me. The invoice that I left on her table was not for 5 hours as she stated in her complaint, but only for 1.5 hours of labor and I did not charge her for the capacitor.  I will waive the charges per the invoice I left with her and will go out and reinstall the filters which are also not covered under the equipment warranty, however I will not charge her for that either.Demands requested:I have attached the copies of the invoices proving that the equipment was new at the time of installation, Sept 2012.A  copy of the  service invoice showing that I only charged her for 1.5 hours.  I really can't understand why she would think that $89.00 X 5 hours would equal $133.50 I will waive that labor charge.I performed a tune-up on her furnace, but if it is not to her satisfaction then I will tune it up again, however I cleaned the furnace when I was there. From now on I will take a picture of my work for proof. I will not pay for someone else to come out and check to see whether I installed new equipment, my invoices from my suppliers should be proof enough.  If Mrs. [redacted] is in agreement with my offer then I will phone her to schedule a time to go out and do another tune-up on her furnace and install new filters this one time and hopefully this will resolve the complaint against my company. Sincerely,[redacted]

Review: had [redacted] at west coast air install the duct work and air and heating system on 9/28/2013 paid in full with a check for $7100.00 check # [redacted] hade problems with a/c every since the install [redacted] tells me it needs a part and he will be back in 2 to 3 days to fix and never shows I try calling they never answer my calls finnally he came back to the house and says it needs a new a/c condenser he says it will be here wed or thur may 7 or may 8 2014 he will install and there will be no charge or lobor cost well thur came called 3 times finally about 4 30 pm got a hold of his wife she told me she didnt no what [redacted] has going on she will call me fri may 9 by noon if I didnt here from her to call her so fri may 9 at 1 30 pm came I call 5 times finally I left a message on [redacted]s cell told him im fed up and he needs to fix the /ac or I wlll take further actions he call me right back after that message nothing got resolvel I told him im going to turn it in to Revdex.com he than hung up on me please need help my wife is disable with a seizure disororder and needs the a/c working (fixed)Desired Settlement: just want whats right fix or replace the a/c unit

Business

Response:

I am responding to the complaint filed on 5/9/14 from [redacted]. Yes we did install a new air conditioning system for Mr. & Mrs [redacted]. Mr [redacted] called our office several times in May 2014 and [redacted] (owner) went out on many of his calls. On May 5th [redacted] went out and diagnosed the equipment that we had installed and found that there was a manufactured problem with the coil. We had to go back to the distributor that we ordered this equipment from and fill out warranty paper work which takes time, We apologize to the Mr. & Mrs. [redacted] for not communicating with them in a timely manner. On May 15, 2014 a new evaporator coil was installed at no charge to our customer, [redacted]. On June 5, 2014 customer called back and stated that the air conditioner would not shut off and that the house was cooling too well, but the unit would not shut off. Went out unit seemed to be working fine. Again customer called the office and spoke with Tish, she scheduled [redacted] to go back out, at that time [redacted] changed out the thermostat and installed with another new one, unit was cycling on and off correctly.

Review: IN 2013 I HAD THIS COMPANY INSTALL WHAT I THOUGHT WAS ALL BRAND NEW ; AN AIR CONDITIONER, FURNACE AND HOT WATER HEATER. ALL PAID AT THE TIME OF INSTALLATION. I WAS TOLD I WOULD HAVE FREE TUNE-UPS FOR SAID EQUIPMENT , BUT WHEN I KEPT CALLING FOR A PROBLEM WITH THE WATER HEATER I COULD'NT GET ANYONE TO CALL ME BACK. AFTER NEARLY 6 MONTHS OF SHOWERING WITH COLD WATER BILL , THE OWNER , CAME TO LOOK AND FOUND A COMPUTER PANEL HAD BURNT OUT. ORIGINALLY HE HAD HIS WIFE CALL ME TO SAY I DIDN'T KNOW HOW THAT NEW TYPE OF WATER HEATER WORKED ! THAT FINALLY GOT FIXED , NOW I'VE BEEN CALLING TO GET MY FREE TUNE-UPS FOR THE COMING WINTER. CALLS TO THEIR NUMBER STATE THEY ARE HAVING "UNFORSEEN ISSUES" AND WILL BE CLOSED THE MONTH OF AUGUST. ON LINE I READ THEY WERE BEING SUED AS A CUSTOMER DISCOVERED HIS LICENSE WAS NOT VALID AND HE COMPLAINED ABOUT THE SAME ISSUES I WAS HAVING. SO I KEPT CALLING AND LEAVING MESSAGES , FINALLY, AFTER SEVERAL WEEKS , [redacted]L CALLS AND MAKES AN APPOINTMENT AFTER ASKING ME WHAT THE PROBLEM WAS WHEN MY A/C QUIT WORKING. HE STATED HE KNEW JUST WHAT THE PROBLEM WAS AND KEPT TELLING ME IT WAS UNDER WARRANTY. CAME OUT STATED HE'D RETURN NEXT DAY WITH THE PART. NO BILL NO CALL FOR 5 DAYS , WON'T ANSWER MY CALLS. SHOWED UP UNANNOUNCED ON THE 5TH DAY WITH THE NEW PART. I WAS GETTING READY TO LEAVE FOR 2 IMPORTANT APPOINTMENTS , SO I HAD TO LEAVE HIM THERE TO CLOSE UP MY HOUSE ! I GAVE HIM INSTRUCTIONS TO SHUT THE A/C AND DOORS . WHEN I RETURNED LATER THAT NIGHT THE A/C HAD BEEN ON ALL DAY AND THE FURNACE WAS NEVER CLEANED OR CHECKED AND THE 2 FILTERS HE TOOK THE OTHER DAY WERE NOT REPLACED. IN FACT , THE COVER TO THE FURNACE WAS JUST BARELY HANGING ON. SINCE IT IS THE PRACTICE OF THIS COMPANY TO NOT RETURN CALLS OR ANSWER THEIR PHONE I WROTE THEM A 3 PAGE LETTER. OH ! AND ALSO HE LEFT ME A BILL FOR 5 HOURS OF WORK AT $89.00 AN HOUR ...I COULDN'T BELIEVE THE NERVE OF HIM AFTER REPEATING MANY TIMES IT WAS COVERED. HE NEVER ONCE DECLARED A SERVICE CHARGE FEE OR ESTIMATE !Desired Settlement: I WANT THAT BOGUS FEE TAKEN AWAY SINCE HE NEVER DECLARED AN ESTIMATE OR FEE WOULD BE FORTHCOMING . ALSO ...I WANT MY FURNACE FILTERS REPLACED AND THE TUNE-UP HE PROMISED . I WANT ALL THE EQUIPMENT CHECKED OUT BEFORE THE WINTER AND I'D LIKE A SPECIALIST TO COME LOOK AT THE EQUIPMENT HE INSTALLED TO TELL ME IF IT WAS NEW OR NOT . I THINK HE MAY HAVE CHEATED ME ON WHAT HE SAID HE INSTALLED AND I PAID A FAIR PRICE FOR WHAT I THOUGHT I WAS GETTING .

Business

Response:

To Whom It May Concern,This letter is in response to our customer Alison [redacted]. West Coast Heating & Air Cond. installed new equipment consisting of a new air conditioner, new coil, new furnace and new tank less water heater in Sept. 2012. I went out several times due to Mrs. [redacted]'s complaints regarding not having immediate hot water and found no problems with the water heater. As you will see per the contract that I did not promise a Tune up each year as she stated in the complaint.Mrs. [redacted] phoned the office several times before I went out again. When I went out I found that the circuit board had gone out, this was ordered and replaced at no charge and covered under warranty. Again Mrs. [redacted] phoned the office demanding that I go out and fix the problem. After performing a complete diagnostic on the water heater I discovered that Mrs. [redacted] had hired a plumber previously, the pipe the plumber ran for the water heater was undersized. I spent several hours and did not charge her for any of my time. I called the diagnostic center and spoke with a certified Technician and went through my whole installation of the water heater the service technician found nothing wrong with my installation, however he also stated that the size of the pipe was undersized causing the water pressures to not work properly. After spending several hours on the phone with the technician he was able to walk me through adjusting twelve valves and that seemed to solve the problem.In June 2015 I had some medical issues that did not allow me to work my business. The office was closed due to not having employees to run the service field. The office was closed from June through the middle of October. I am now able to take care of warranty issues. Warranty covers 5 year parts and 1 year labor warranty. I did arrive unannounced but Mrs. [redacted] could have rescheduled with me. The invoice that I left on her table was not for 5 hours as she stated in her complaint, but only for 1.5 hours of labor and I did not charge her for the capacitor. I will waive the charges per the invoice I left with her and will go out and reinstall the filters which are also not covered under the equipment warranty, however I will not charge her for that either.Demands requested:I have attached the copies of the invoices proving that the equipment was new at the time of installation, Sept 2012.A copy of the service invoice showing that I only charged her for 1.5 hours. I really can't understand why she would think that $89.00 X 5 hours would equal $133.50 I will waive that labor charge.I performed a tune-up on her furnace, but if it is not to her satisfaction then I will tune it up again, however I cleaned the furnace when I was there. From now on I will take a picture of my work for proof. I will not pay for someone else to come out and check to see whether I installed new equipment, my invoices from my suppliers should be proof enough. If Mrs. [redacted] is in agreement with my offer then I will phone her to schedule a time to go out and do another tune-up on her furnace and install new filters this one time and hopefully this will resolve the complaint against my company. Sincerely,[redacted]

Review: False and sloppy diagnosis of repair quote and failure to live up to contract which showed such dishonesty we cannot continue contract.

During West Coast Air's visit to diagnose our broken home air conditioner in April of 2013, [redacted] (the owner) checked the outside condenser and declared it beyond repair. He stated that it would not be worthwhile to fix and that it leaked all the refrigerant due to the valves being a bit greasy in spite of the fact that there was no oil anywhere else on the unit. He also stated that no warranty was applicable to my system because it had never been registered. The entire unit was new in 2007.

[redacted] quoted a price of $4600 after a $600 "discount" for my membership as a contract maintenance customer. I sent him an Internet link showing that exact unit was available online to anyone for $1500 delivered to a nearby truck terminal.

During his visit he did not check the inside (evaporator) coil in the garage. He did not check and did not know the condition of the evaporator coil when he declared the condenser faulty. Because of such a sloppy diagnosis and outrageous price I sought out [redacted] Heating and Air of Modesto for another opinion.

For $79 [redacted] examined the system thoroughly. Their technician opened the housing of the inside coil (which West Coast did not bother to check) and found oil on the pan below the coil. The evaporator coil was leaking, not the outside condenser. West Coast did not even look at the evaporator coil.

[redacted] fixed my unit, handled the warranty (which West Coast declared was not valid) which saved me $2000 in parts, and declared the outside condenser to be working just fine. The total cost to me was $720 - a whopping savings of $3880 compared to West Coast's fictitious proposal! Had West Coast replaced what they called the "unfixable" condenser, my system would still not work; the inside coil was the leaky culprit.

I am appalled at either West Coast's incompetence or their dishonesty - perhaps both. After having West Coast do minor repairs to the heater part of our system prior to this incident, and for what seemed a fair price, they had earned a degree of trust from us. But the repair they quoted at $4600 was entirely unnecessary and we had the system fixed properly for just $720. It is now nearly August and our air conditioner is running just fine.

On October 1, 2012 West Coast added five pounds of refrigerant to our system, or so we were billed. That five pound leakage should have been a red flag to West Coast and they should have advised us that our system had a major leak. But they said not a word. They simply took our $250 for the material and $89 for the labor and were gone.

Our "Service Club Membership" is dated October 1, 2012. We paid West Coast $192 for that membership. Later in October they performed the autumn service on the heater.

Spring of 2013 rolled around and we didn't hear from West Coast about a springtime service until I called in late April to tell them that our air conditioner was not working. We did not receive the springtime service and they never called to set that appointment, as well they shouldn't. We can no longer trust West Coast.

Because of the reasons above, we demanded a refund of $435 as detailed below:

Material added when they should have found the leak first: $250.

Service call to install the refrigerant: $89.

Half-year maintenance agreement which they have not honored $96.

Total: $435.

On May 25, 2013 I sent a letter to West Coast outlining all the facts above and demanded the return of $435. To date, West Coast has not so much as shown us the courtesy of a reply.

I would take this to small claims court, but in San Joaquin County we have none available.Desired Settlement: Because of the reasons above, we demanded a refund of $435 as detailed below:

Material added when they should have found the leak first: $250. Service call to install the refrigerant: $89. Half-year maintenance agreement which they have not honored $96. Total: $435.

On May 25, 2013 I sent a letter to West Coast outlining all the facts above and demanded the return of $435. To date, West Coast has not so much as shown us the courtesy of a reply.

Business

Response:

Initial Business Response

Contact Name and Title: [redacted]

Contact Phone: XXX-XXX-XXXX

Contact Email: [redacted]@pacbell.net

Mr [redacted] called on 10/01/12 stating that he was having problems with his condenser, installed by another company and wanted us to come out and fix it. Upon arrival Service Tech/Owner found that the unit was low on freon due to Shrader valves loosing from normal vibration of normal use. At that time there was no signs of oil leakage anywhere. After discussing this problem with Mr [redacted] and getting his authorization the service Tech/Owner went ahead with the repairs. We charged the customer for the service plus the freon a total of $339.00. At that time customer was very happy with our service and signed up for our maintenance program an additional $192.00. On October 30, 2013 performed fall/winter maintenance, the furnace and coil were working fine. Tech cleaned furnace checked coil and no signs of problems with coil. The service maintenance involves a 14 point check which would have shown any parts that would need to be fixed or changed out.

Mr [redacted] called our office in April to set up and appointment on 04/23/13 to have his condenser checked. Service Tech/Owner diagnosed the condenser with a specialized leak detector devise. This test showed all signs of leakage in the condenser and freon escaping from condenser. There was signs of oil under the condenser. The coil dose not leak oil, but [redacted] leak refrigerant gases. Water condensation can show signs of rust in evaporator pan.

Mr [redacted] did express that he could order the condenser on the internet. Service Tech explained to Mr [redacted] that we would not be able to warrant the condenser, if he purchased it and that the cost for us to purchase through our vendor would be much more costly. We left the decision up to Mr [redacted].

In the mean time, regarding the warranty we had our vendor checking into it for our customer and found that we would be able to get it under warranty this took place after we received a very disheartening phone call from Mr [redacted] ACCUSING US OF BEING A DISHONEST COMPANY. We did not pursue this warranty any further.

West Coast Heating & Air Conditioning will reimburse the customer half of the maintenance plan which was not fulfilled due to customer complaint of service, in the amount of $96.00 We are appalled of this customers FALSE ACCUSATIONS OF OUR COMPANY. We strive on honesty and work hard at keeping our customers happy. We have been in business for over 25 years and have a clean record with the Revdex.com and will continue to do our best to keep it that way.

Concerned,

Vice President

Final Consumer Response

(The consumer indicated he/she DID NOT accept the response from the business.)

September 24, 2013

Nothing has changed in WC's response except that he has now admitted that he did not check the evaporator coil since way back in November of 2011.

In November 2011 I called him out to repair the heater and for some reason now states that he did not see a leak in the air conditioner's evaporator coil. That doesn't address a thing for the repair that was needed when we called him out for the air conditioner repair in April of 2013. How he considers a heater repair in 2011 to be pertinent to an air conditioner problem in 2013 is beyond me.

WC still wants to blame the condenser in spite of the fact that the very same condenser still works fine and has never been repaired! Again, for the umpteenth time: The condenser was not the problem, the evaporator coil was the problem. I have documented repairs done by DeHart Air Conditioner in May of 2013 that prove that the condenser was not leaking. They did, however, find the evaporator coil leaking and replaced it.

Again: WC did not bother checking the evaporator coil. THE AIR CONDITIONER HAS WORKED FLAWLESSLY EVER SINCE DeHart TOOK THE TIME TO CHECK THE ENTIRE SYSTEM AND REPLACED THE LEAKING EVAPORATOR COIL WHICH WC DID NOT BOTHER TO CHECK; they checked only the condenser which they falsely stated was un-repairable and tried to replace at a ridiculous price. It was NOT leaking and has not leaked to this date.

Again: WC is either incompetent or dishonest. Or Perhaps they are just too lazy to do a proper diagnosis.

I do not accept WC's proposed resolution. The only fair resolution to this matter is for WC to admit they are wrong, which is blatantly obvious, and to refund us the entire $435.

Final Business Response

Whether Mr [redacted] called the condenser an air conditioner is besides the point, it is the same thing.

Again, West Coast diagnoses of Mr. [redacted] air conditioner / condenser diagnosis was correct. My freon meter detector detected freon from the air conditioner/ condenser, Mr. [redacted] was standing right there when the metering devise went off. I tightened the Schradder valve added freon and the unit was cooling fine when I left that day.

As it states in Consumer's Original Complaint Mr. [redacted] again states that we are dishonest. My diagnosis was correct.

As Mr. [redacted] state in paragraph six that West Coast did minor repairs to the heater/furnace and that we had earned a degree of trust. At time if there had been a leak in the evaporator coil it would have been diagnosed due to the evaporator coil and heater/ furnace are attached together. No signs of any leaky culprit as Mr. [redacted] states. Again I stand by my repairs.

Our offer stands in the amount of $96.00 and actually Mr. [redacted] signed a year contract. West Coast does not have to honor any amount.

We [redacted] not admit to his accusations and will not refund him $435.00.

I demand that Mr. [redacted] stops slandering our name immediately or he will find himself in court for false accusations.

Thank you,