Bill's Appliances, Heating & Air, Inc.

On August 21, 2017, Mr*** called our office and started he had an issue with his outdoor unit not coming onHe was advised there was a $service charge to come out and diagnose the unitMr*** advised it was ridiculous and he would not be paying a service charge he would contact ***
*** *** and have them contact us in reference to the service chargeThe secretary (whom is not the owner) tried to explain that during the first year (from closing date to closing date one year later) everything is covered at no charge and after the first year the system is under manufacturer warranty but service fees, labor charges and freon/puron charges are not covered under the warranty (this is an industry standard); However, Mr*** is out of his first year and therefore responsible for all service, puron, and labor feesHe still advised how ridiculous it was and again said he was calling *** *** ***The secretary advised him that was his decision but that was protocol for all customersHe insisted that *** *** *** would have us waive our chargeHe hung up and less than minutes later called back and said he would just have to pay the fee because he needed air due to his wife being disabledA service technician was dispatched and found the unit off due to high pressure, possibly cut off due to power surge or flickering lights from weather previously in the areaThe service tech provided an invoice which Mr*** signed stating that everything was running fine and cooling when the service technician leftOn September 6, 2017, Mr*** called and advised that his unit was not working and hadn't since 08/21/when the technician was there priorThe secretary advised him that she could send someone out but ther would be a $service chargeAgain, Mr*** stated he shouldn't have to pay any money because the AC was not fixed the first timeThe secretary advised him that due to the timeframe (days had passed) he would be responsible for the return service chargeHe advised he contacted his 2-warranty company and the sent someone who stated his air handler blower motor was badShe advised that when he called the first time it was an outdoor unit issue and he would still be responsible for paying the feeHe began to get angry and she explained he signed the invoice that the unit was working AND cooling when the service tech leftMr*** agreed to pay the fee and have someone come out and diagnose the unitAgain, the service tech was dispatched and found that the compressor was in fact badThe previous technician sent out by 2-had the breaker off to the air handlerWhen the breaker was flipped back on the air handler came on as well as the blower motorThe service tech provided an invoice with the $estimate for repair and advised him the part was covered but he was responsible for the labor and puron chargesMr*** called on 9/7/17, wanting further clarification on the warranty infoAgain the secretary explained the warranty info and what the $charge was forHe began telling the secretary how our company were rip-offs and we were trying to exploit poor people...He proceeded to cuss the secretary and she advised he could feel free to contact other companies and get other pricesHe then started yelling about the service technician charging whatever he wants to screw people out of their moneyHe was then advised by the secretary that there was a set price list and the service tech did not make up prices as they went on service callsThey were set by the owner of the companyHe proceed to call the secretary a *** and say the the company can go to *** for trying to rip-off poor people which the secretary quipped back that he lives in *** *** ***; hardly the area of "poor" peopleMr *** returned with the *** with y'all and hung upThe $price was a discounted price provided to him because our company installed the system originallyWe offer our customers a competitive price and most companies in this area charge significantly moreWe will not be replacing the compressor or the system free of chargeWe stand confident in our price due to the cost of freon and the labor to pay our service technician to replace the part

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** *** ***