F/J Hess & Sons Plumbing Htg & A/C Inc

To Whom it May Concern,
I have review the statement made by *** *** I see that she only makes negative statements regarding our company and technician she did not feel the need to tell you
she threw our technician out of her home She also did not inform your representative that her system is being held together by CAT wire and telephone wire nor does she tell you that the last time we were out to her home her payment to our company was declined Although none of the above have to do with our technician professional work ethnic or F/J Hess and Sons customer satisfaction I believe it is important in considering there are some customers no matter what you do or how you try to satisfy their needs there is nothing you or any other company can do that will have a positive outcome As you can see F/J Hess and Sons takes all complaints serious and although we would like to resolve all customer issues in an amicable manner there are times it is an impossible task At this time all I can state for sure is that our technician did all he could and was very professional *** *** system is in such disrepair she had to take her frustration out on someone or something
F/J Hess and Sons over the past several years have had few complaints especially being called liars We are extremely up front regarding charges so there absolutely no misunderstanding The Revdex.com can go through their own records and see that we have had few complaints over the yearsWe strive to be the best but there are circumstances beyond even our control.
Sincerely
Regina *S***

To Whom it May Concern,I have review the statement made by *** *** I see that she only makes negative statements regarding our company and technician she did not feel the need to tell you she threw our technician out of her home She also did not inform your
representative that her system is being held together by CAT wire and telephone wire nor does she tell you that the last time we were out to her home her payment to our company was declined Although none of the above have to do with our technician professional work ethnic or F/J Hess and Sons customer satisfaction I believe it is important in considering there are some customers no matter what you do or how you try to satisfy their needs there is nothing you or any other company can do that will have a positive outcome As you can see F/J Hess and Sons takes all complaints serious and although we would like to resolve all customer issues in an amicable manner there are times it is an impossible task At this time all I can state for sure is that our technician did all he could and was very professional *** *** system is in such disrepair she had to take her frustration out on someone or something F/J Hess and Sons over the past several years have had few complaints especially being called liars We are extremely up front regarding charges so there absolutely no misunderstanding The Revdex.com can go through their own records and see that we have had few complaints over the years.We strive to be the best but there are circumstances beyond even our control. Sincerely Regina *S***

I am super pleased with this company and will be using them again in the future when needed!! I called on Monday to set up a septic inspection, they scheduled for 1st thing the next day. Pricing was thoroughly explained to me on the phone by the woman in the office, who was great to talk to. Anthony came out this morning. He was super friendly, professional and informative. He had to dig a few times to find the lids but didn't complain. The bill was really reasonable considering the quotes I had gotten elsewhere. I would have gladly paid more for such a great experience!

Review: On August 6, 2013 a technician came to my home to diagnose and repair my Sanyo Ductless Split System A/C. He performed a visual inspection of the system using only a flashlight. Then he gauged the line pressure and determined that the system lost 2 1/2 lbs of refrigerant. He added the refrigerant and left. I did not turn on the system for 2 days and the next time I turned it on it was not blowing cold air. Obviously the problem was not fixed. I called and spoke to the manager. I told him that the next time I put the A/C on it was not working and they should send somebody out again at no extra cost as the technician obviously didn't repair it properly. He said "there must be something else wrong" and that he would have to charge me again. This did not sound right to me and I wasn't about to hand over even more money for something that wasn't fixed properly in the first place.

I told my friend, who has been in the A/C business for 32 years what had happened. I wish I had spoken to him first. He was outraged! He said "how can a technician just add more refrigerant to the system without first testing for a leak?" He then explained to me that there are four different ways to test for a leak. I can attest that the technician did none of them as I was with him for the entire visit.

On August 15, 2013 a technician from another plumbing company came to my home. He put a gauge on my lines and immediately told me that ALL of the refrigerant was gone!!! He then performed a nitrogen test and discovered that the compressor was leaking from the top. He explained that it would cost over $2,000 to replace the obsolete compressor and refrigerant. It was agreed that it would be best to replace the entire system.

If the technician from FJ Hess had done his job correctly he would have performed a test and saved me the additional expense of $180 for the 2 1/2 lbs of refrigerant, not to mention the expense of an additional visit from another plumbing company, which cost me $145.Desired Settlement: I am requesting a full refund of $249.50 (this includes $69.50 for service call and $$180.00 for 2 1/2 lbs of refrigerant) to my credit card because:

1) Service technician did not perform the necessary test to determine if there was a leak (which there was)

2) Service technician added refrigerant to a leaking system

Business

Response:

F/J Hess and Sons did go to **. [redacted] Home on August 6, 2013. [redacted] was the technician who at the time assess that the unit was in need of a Service and Cleaning and a leak test should be done because of a possible leak. However at the request of the customer [redacted] charged the unit because the customer wanted A/C for the weekend. [redacted] informed the customer that if the charge does not hold he would need to come back and find the leak.

**. [redacted] did speak with [redacted] the service manager at which time [redacted] informed the customer that if this coil did have a leak in it he felt that a new unit should be installed because of the age of his unit. [redacted] would be willing to schedule a free estimate for the installation of a new system. Therefore it is not as if we did not perform our job we just felt compelled to do what the customer requested at the time. The customer was still offered a free estimate.

[redacted] has authorized me to refund the credit card for $100.00 only which I have attached a copy

Thank you

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. While most of FJ Hess's response is correct, the most important part, "a leak test should be done because of a possible leak. However at the request of the customer [redacted] charged the unit because the customer wanted A/C for the weekend." was most definitely NOT true. [redacted] did NOT inform me that a leak test should be done. Had he informed me of that I would have said yes right then and there. Also, he first added the 2 1/2 lbs of refrigerant (without asking) and then afterwards mentioned that if it leaks over the weekend they would come back to repair it at NO CHARGE. I don't mind paying for the service call ($69.50) but paying the additional $180 for the refrigerant was like throwing money out the window. I am appealing for a refund of $180 but if FJ Hess will not concede that point then I will accept the $100 and call it a day.

Regards,

On August 6, 2013 a technician came to my home to diagnose and repair my Sanyo Ductless Split System A/C. He performed a visual inspection of the system using only a flashlight. Then he gauged the line pressure and determined that the system lost 2 1/2 lbs of refrigerant. He added the refrigerant and left. I did not turn on the system for 2 days and the next time I turned it on it was not blowing cold air. Obviously the problem was not fixed. I called and spoke to the manager. I told him that the next time I put the A/C on it was not working and they should send somebody out again at no extra cost as the technician obviously didn't repair it properly. He said "there must be something else wrong" and that he would have to charge me again. This did not sound right to me and I wasn't about to hand over even more money for something that wasn't fixed properly in the first place.

I told my friend, who has been in the A/C business for 32 years what had happened. I wish I had spoken to him first. He was outraged! He said "how can a technician just add more refrigerant to the system without first testing for a leak?" He then explained to me that there are four different ways to test for a leak. I can attest that the technician did none of them as I was with him for the entire visit.

On August 15, 2013 a technician from another plumbing company came to my home. He put a gauge on my lines and immediately told me that ALL of the refrigerant was gone!!! He then performed a nitrogen test and discovered that the compressor was leaking from the top. He explained that it would cost over $2,000 to replace the obsolete compressor and refrigerant. It was agreed that it would be best to replace the entire system.

If the technician from FJ Hess had done his job correctly he would have performed a test and saved me the additional expense of $180 for the 2 1/2 lbs of refrigerant, not to mention the expense of an additional visit from another plumbing company, which cost me $145.