Hank's Service would like to clarify and respond to Ms [redacted] 's responseHank's Service strives to provide good service to our customersWe honor our warrantiesWe did not do anything wrongWe also are stating the factsFirst fact I would like to clarify that this was not a "leaking or disconnected pipe"It was a clogged/ backed up condensate drain pipeWe concluded that this possibly was due to a dirty condenser, and improper sloped condensate pipeAs long as the air conditioner runs the condensation(water) needs to drain out this pipe located in her attic to outsideMs [redacted] agreed to this work paid and signed the invoice/contractSecond fact, we went to her home on her request to diagnose water leaking into her homeWe had never serviced any equipment at this home beforeOur technician did clear the drain line, and made an adjustment to the 2nd float switchOn our invoice (contract) there is no warranty for labor or parts listedWe did not replace any partsThe technician also told her there was other repairs that should/could be done to prevent this from happening againThird fact, two weeks later we went back to her home on her request due to water leaking into her home againA different technician went to diagnoseHe took a picture while in the atticHe told her his recommendations, which was to raise the air handler and place it on Styrofoam blocks rather than woodThe wood that the unit sat on had obvious water damage and was rottingRaising the unit would have also raised the slope of the condensate pipe to ensure better drainageCode upgrades which were installing drain controls, (SS& Pan Switch), and a new Emergency Drain PanHe also told her she needed to have her equipment cleanedDirty coils, dirty air filters are very common culprits for clogging the condensate drainShe was offered service the next day, but never agreed to pay for the serviceWe did not charge her for this service callForth fact, the company that did go to her home also cleared the drain, and they cleaned the condenser coilThey also installed a "code upgrade" breather pipeShe was charged $for these repairs, not $as she reported earlier(see copy of invoice) Fifth fact, we did talk to her several times in our officeThe technicians did not go to her home a third time because she never agreed or approved the preventative necessary repairsOur office tried to call Ms [redacted] times on 9/2/The 4th attempt we reached her husband relayed the specific repairs, and the amounts., and asked to have her call us to schedule, she never did(See letter with estimate) Sixth fact, the owner did call Ms [redacted] 's boss's motherHis mother Gloria is a longtime customerWe had received a complaint filed with Angie's List under [redacted] C(her son's name see Angie's List complaint)We were investigating why [redacted] would file a complaint against us when we had never done service for himWe were not successful reaching [redacted] , so the owner called GloriaWe were called by [redacted] 's office manager [redacted] who informed us that Ms [redacted] works for [redacted] and used his Angie's List account to file an untrue complaint that " [redacted] " was unhappy with the work we did, and wanted his money back [redacted] assured us that she would have the complaint removedMs [redacted] recently purchased her homeThis would require a home inspectionThis report could possibly help settle this matterAfter our inspection we concluded that the issues she was having with her HVAC equipment were not new problemsThe photo shows there had been previous water damageWe were more than willing to return and do "necessary preventative" repairsWe were not willing to do the work for freeNo one from our company ever claimed any responsibility for the backed up condensate drain line or any of the water damageWe also never offered or agreed to do any repairs or home improvements for freeWe are not stealing or out "preying" on little old people or anyone with little moneyWe are sorry Ms [redacted] has had a difficult time, but believe this campaign is unjustifiedI apologize for the lengthy response, but feel it is necessary to defend our reputation
Hank's Service would like to clarify and respond to Ms [redacted] 's responseHank's Service strives to provide good service to our customersWe honor our warrantiesWe did not do anything wrongWe also are stating the factsFirst fact I would like to clarify that this was not a "leaking or disconnected pipe"It was a clogged/ backed up condensate drain pipeWe concluded that this possibly was due to a dirty condenser, and improper sloped condensate pipeAs long as the air conditioner runs the condensation(water) needs to drain out this pipe located in her attic to outsideMs [redacted] agreed to this work paid and signed the invoice/contractSecond fact, we went to her home on her request to diagnose water leaking into her homeWe had never serviced any equipment at this home beforeOur technician did clear the drain line, and made an adjustment to the 2nd float switchOn our invoice (contract) there is no warranty for labor or parts listedWe did not replace any partsThe technician also told her there was other repairs that should/could be done to prevent this from happening againThird fact, two weeks later we went back to her home on her request due to water leaking into her home againA different technician went to diagnoseHe took a picture while in the atticHe told her his recommendations, which was to raise the air handler and place it on Styrofoam blocks rather than woodThe wood that the unit sat on had obvious water damage and was rottingRaising the unit would have also raised the slope of the condensate pipe to ensure better drainageCode upgrades which were installing drain controls, (SS& Pan Switch), and a new Emergency Drain PanHe also told her she needed to have her equipment cleanedDirty coils, dirty air filters are very common culprits for clogging the condensate drainShe was offered service the next day, but never agreed to pay for the serviceWe did not charge her for this service callForth fact, the company that did go to her home also cleared the drain, and they cleaned the condenser coilThey also installed a "code upgrade" breather pipeShe was charged $for these repairs, not $as she reported earlier(see copy of invoice) Fifth fact, we did talk to her several times in our officeThe technicians did not go to her home a third time because she never agreed or approved the preventative necessary repairsOur office tried to call Ms [redacted] times on 9/2/The 4th attempt we reached her husband relayed the specific repairs, and the amounts., and asked to have her call us to schedule, she never did(See letter with estimate) Sixth fact, the owner did call Ms [redacted] 's boss's motherHis mother Gloria is a longtime customerWe had received a complaint filed with Angie's List under [redacted] C(her son's name see Angie's List complaint)We were investigating why [redacted] would file a complaint against us when we had never done service for himWe were not successful reaching [redacted] , so the owner called GloriaWe were called by [redacted] 's office manager [redacted] who informed us that Ms [redacted] works for [redacted] and used his Angie's List account to file an untrue complaint that " [redacted] " was unhappy with the work we did, and wanted his money back [redacted] assured us that she would have the complaint removedMs [redacted] recently purchased her homeThis would require a home inspectionThis report could possibly help settle this matterAfter our inspection we concluded that the issues she was having with her HVAC equipment were not new problemsThe photo shows there had been previous water damageWe were more than willing to return and do "necessary preventative" repairsWe were not willing to do the work for freeNo one from our company ever claimed any responsibility for the backed up condensate drain line or any of the water damageWe also never offered or agreed to do any repairs or home improvements for freeWe are not stealing or out "preying" on little old people or anyone with little moneyWe are sorry Ms [redacted] has had a difficult time, but believe this campaign is unjustifiedI apologize for the lengthy response, but feel it is necessary to defend our reputation