Long's Corporation

Review: The company failed to check for an issue (leaking refrigerant)that was brought to their attention as probable problem. After week of waiting on authorization, ordering part and replacing, problem was not solved. Checked for and discovered leak. Now currently on another week+ wait for authorization, ordering part and replacement. One month prior to this issue the company recharged low refrigerant during a separate service call and did not check for leaks then or on the current return visit until first issue did not solve the problem.Desired Settlement: Get my AC fixed ASAP.

Business

Response:

I have reviewed our emails for the date referenced (7/1/2014 5:16:28pm) and cannot find a record of the Communication. I apologize for the delay in response, but thank you for your recent email of 7/24/2014. :Response to [redacted]'s complaint:| can sympathize with [redacted]. To be without air conditioning during the summer is completely unexpected in today's society,[redacted] is enrolled in [redacted] HVAC home warranty program. He pays [redacted] a low premium per month and when his HVAC equipment fails or does not work properly, he requests service from [redacted], under their program and has agreed to the associated terms and conditions of his contract with them.Long's Corporation is a vendor to [redacted], and just like [redacted]; we have a contract with [redacted] to provide service and have also agreed to terms and conditions. This being said, we have protocol that must be followed to insure that the customer and the vendor do not take advantage of [redacted] and their low cost repair program. Just like any insurance or repair program, there are gatekeepers and criteria must be met in order to go to the next stage of action, Long's Corporation is contractually obligated to [redacted] and therefore must follow protocol outlined by our contract, not to [redacted].As with any mechanical system, there are certain components that work until they don't. Preventive maintenance, which [redacted]'s program does not address, sometimes predicts system failure, or takes a proactive measure to avoid, [redacted] program is strictly a repair program.If there is a complaint here, it is not with Long's Corporation. Perhaps a review of the terms and conditions of his contract with [redacted], and/or a discussion with [redacted] might shed some understanding on his part.might add that there is an unobtainable triad. In our known universe, anyone can have two of the three. Time / \ Cost ---- QualityCoincidentally, [redacted]'s system was repaired as of 7//3/2014.